ComplaintsforSouthern Motors Honda

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2023 honda accord hybrid sport purchased 8 months ago brand new. In the first month all the dash lights lit up, lost all power, car died in oncoming traffic at night with myself and 10 y.o. son in car. No headlights, no hazards. Car was towed to dealership and kept over a week with nothing done as they "couldn't recreate issue." It happend again about 2 months later, towed again to dealership. Nothing done. Happened 3rd time to my spouse on a highway but this time he took pictured of the dash. Car towed again to dealership. That's when I started to investigate the lemon law for GA. I was now within my rights to enforce law. Before I took it to the dealership it happened again. They said they replaced something in the computer and that it was probably a "system update" issue and should be resolved. This Car has almost killed us 4 times. Any computer system update has happened in park mode at the first start of engine or when parked and turned off safely and the dash specifically tells you it's updating. These are two completely different scenarios. The dealership has now had my car for over a week, total of 5 weeks between visits/tows. This is the first time they gave me a loaner car as well. I spoke to the ** "***" who states in his 38 yrs of sales he's never had a lemon come in and didn't know what to do. I've contacted honda manufacturers and they are looking in to it supposedly. No one returns my call. I do not trust this Car, I don't feel safe either. Ga law states they have to repurchase for the original price I paid or exchange vehicle. *** advised employees in service I'm selling the car back. Not true. Please help me.

  Business response

  05/16/2024

  We have been trying to assist the customer and have spoken with our **************** service regarding ****************** vehicle. everything has been documented and she is welcome to go through the process of Lemon Law. This is not done on the dealer level and we only tried to assist her and address her concerns. Honda had us perform an update on the

  vehicle and we have driven the car and believe it is safe and in proper working order. If ************** has any more issues she is welcome to deal with this through Honda directly or attempt a Lemon Law. We will be glad to assist her in any way she would like.

  Thank you,

  *******************

  General Manager

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 2024 Honda CRV Sports Hybrid from this dealership. I also purchased a *** insurance and extended warranty from the dealership. Upon further research, I decided to cancel the extended warranties purchased along with car. Dealership asked me to email the request to ********************* and took note of mileage statement. They also said the cancellation will take 5-6 weeks to process. Upon several follow **** I found that dealership is still working on the request, that a check was sent for cancellation of one policy but Honda ********* Services don't have any record of such cancellation. Concerning the *** Insurance cancellation, Smart Auto (policy provider) said policy has been cancelled effective 01/18/2024, but dealership representative claims no funds have been received.Original request was sent on 12/08/2023 and today marks 10th week

  Business response

  02/26/2024

  Good afternoon,

  I apologize for just getting back on this matter as I have been out of the office. I do understand the frustration from the customer in receiving a refund

  for the *** and Gap policies. Our check has cleared in relation to the *** policy so it should be reflected on his account with ****************. We have not received 

  the Gap refund at this time to forward to Honda. It is our understanding that a group of checks were lost in the mail. I have ********************* calling to verify the amount

  of cancellation and we will send amount to Honda and wait for the refund to come from the *********** so the customer is not further inconvenienced.

  I have spoken with ************** and will stay in touch until this is rectified.

  Thank you,

   

  *******************

  General Manager

  Southern Motors Honda

  ************

   

  Customer response

  03/25/2024

  Hello,

   

  I am reaching out again regarding the conversation, per my last conversation with ***************** from Southern Motors, they were going to send a cheque to ******** Honda finance for the refund, I havent received a refund in the account yet, I tried reaching out though the number *** left in the voicemail but havent heard back from him.

  The last conversation with him was a month ago on 2/26, 4 weeks have elapsed and still not resolution seem to be have done,

   

  thank you,

  Business response

  03/27/2024

  I happened to be out of town when ************** called, but have since spoken to him and the refund checks have been sent to Honda. I believe the 

  issue has been taken care of.

  Thanks,

  *******************

  ************

  Customer response

  03/27/2024

   

  Better Business Bureau:

  The business representative communicated that cheques were not sent earlier per the last email and they have closed this gap on their end.

  The cheques will be sent to ******** Honda finance for the refund amount, and it will take about 3-4 weeks for them to be reflected on to my loan account. I am good with the solution proposed and will update once the changes are reflected into my loan account,

  Regards,

  ***************************

   

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm lodging a formal complaint against Southern Honda Motors of Savannah regarding my 2018 ******* Tucson purchased on March 4, 2023. Since then, my experience has been deeply disappointing. I was sold a faulty car and the dealership is trying to avoid the issue.Initially, I raised concerns about the tire pressure system light, which remained unresolved despite my efforts. Subsequent attempts to address issues with my vehicle through the service manager and staff yielded no follow-up or resolution. For example, my car continued to "tug" after an alignment, with promises of an inspection unfulfilled.On October 12, 2023, during a brake check appointment, I was instructed to drop off my car for a shuttle back, yet no discussion of costs or service details occurred. After a 30-minute wait for a shuttle that never came, I used a rideshare. I received no updates on my car's status and faced unresponsiveness when contacting the dealership.At 5:20 PM, I spoke to a service worker who admitted they received an update over an hour ago but hadn't contacted me. I learned of issues with my car's rotors, a problem that should have been addressed during inspection. This marked the third major issue within six months, including a battery replacement and an ongoing tire pressure system light problem.Despite multiple attempts to seek resolution, I was repeatedly brushed off and ignored, even by managers. Promised calls to clarify the situation never materialized.As of 2 PM on October 13, I've received no communication or resolution regarding my vehicle's problems, leaving me deeply troubled.In conclusion, my experience with Southern Honda Motors of Savannah has been a nightmare due to vehicle issues, unfulfilled promises, and poor customer service. I seek a prompt resolution, as I'm reluctant to drive this car over long distances due to safety concerns. The dealership should either provide a defect-free replacement vehicle or urgently address all issues with my current one

  Business response

  10/31/2023

  To Whom it may ***************** have spoken to this customer multiple times. She doesn't understand that the maintenance she is trying to get completed is routine vehicle maintenance and not faulty vehicle components. The customer is upset that she has had to replace a battery, her tire pressure light is on because of the pressure fluctuating, and now her rotors need resurfaced. There are no major issues on her vehicle as she has stated. She came in and requested to use our shuttle and it was already out on a ride, so she left. My General Sales Manager took her phone call and she complained about our service department to him, and he said that she should come in and see us and we would get her taken care of. She came into service and when presented her bill she got upset and asked for a manager. My General Sales Manager went to speak with her and she said, "you told me to come in and you would take care of it". We certainly can perform the maintenance on her preowned vehicle that she purchased 7 months ago but the customer doesn't seem to understand that she should be responsible for the bill just like every other customer is.

  Once she got upset with my General Sales Manager I got involved and went to speak with her. She was already upset that nobody was helping her get her maintenance done for free. I offered to take care of her tire rotation and light and get an alignment done but she needed to pay for her rotor resurface and she refused and again left the dealership without any resolution. We did not call her after that because she said she wasn't ever coming here again. There was nothing to follow up on. 

  At this point we would again like to offer her resolution by taking care of her tire pressure (the light will go off when properly inflated) ((unless she has driven too long on those tires that she didn't keep inflated properly)) and get her alignment done. She would have to be responsible for her own brake resurfacing. This would be done as "good will" and we wouldn't cover any services for her in the future.

  We have been in business since **** and customer satisfaction is our highest priority! 

  Very Respectfully,

  *******************

  General Manager

  Southern Motors Honda

  *********************

   

  Customer response

  10/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20733353

  I am rejecting this response because: 

  
  
  Firstly, the tire pressure light has persisted since the initial purchase of the car, and it's unrelated to tire inflation. They acknowledged this as a mechanical error, a fact conveniently omitted in their response to the Better Business Bureau. Their service department even inspected the system.
  Furthermore, their commitment to resolving the issue appeared genuine initially. However, when I attempted to address it after filing a report with the Better Business Bureau, they abruptly changed their stance upon my arrival, treating me disrespectfully and questioning my understanding.
  Within just four months of purchasing the car from their establishment, I had to replace the battery, which raises concerns. Although the brakes were problematic, they should have been serviced before the sale, and they provided no compensation or incentives when I raised these issues. Their communication was only initiated when I reached out, and it's evident they are downplaying these concerns due to my complaint.
  It's crucial to note that their refusal to provide further service is a direct consequence of their awareness of their responsibility for the problems I've reported. Without my complaint, they would likely have continued to disregard these issues

  Regards,

  *****************************

  Business response

  11/01/2023

  I am somewhat confused on why our response has been rejected by the client. We have tried to resolve her concerns by absorbing some of the cost of maintenance items due 

  on a pre-owned vehicle that we are not responsible for.  We have been in business since ************************************** the same manner. We again will be happy to take 

  care of her alignment and the tire pressure issue. Both of these items are not our responsibility, but we are willing to cover this under good will. She will be responsible for the 

  brakes.

  Thank you,

  *******************

  General Manager

  Southern Motors Honda

  ************

   

  Customer response

  11/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20733353

  I am rejecting this response because: they are presuming the tire pressure issue to be based on a flat tire. The tire pressure system issue is a mechanical Issue that has been an issue since the car was purchased.  The sales agent who I purchased the car with knew that there was an issue with the tire pressure system. He told me when purchasing the car that if the tire pressure light does not turn off once driving on the highway to reach  back out. I did so with no response. *** also spoke to several of the service members Letting them know that it was not a flat tire issue, and that this issue has been ongoing. 
   The tires do not need air in them. The tire pressure system needs to be  checked.

  Regards,

  *****************************

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2022 Honda Ridgeline *****. (in my wife's name ***** ******) Half of the heated steering wheel element shorted out and caused the leather on the steering wheel to bubble up on one side and become deformed. The steering wheel is a potential fire hazard because only half of the heating element works partially and the dealership is not sure if the remainder of heating element will short out or cause a fire. Southern Motors Honda ordered a new steering wheel on 12-02-2022 and told me it would be in on 12-17-2022. It is now 3-10-2023 and the steering wheel has not come in for the vehicle. I filed a claim with Honda on 1-13-2023 about the situation with the steering wheel. Case # ********, Order # ********* Honda told me they do not have a date when the steering will be replaced. They also said this is the dealerships problem. The dealership (Southern Motors Honda) told me this is a problem with Honda manufacturing. I am getting the run-around who is responsible for getting me a new steering wheel in a timely manner. Honda builds over 30,000 Ridgelines a year. You can special order a Ridgeline and have it in 6 weeks. The steering wheel has been on order for 14 weeks and when I called Southern Motors Honda and Honda on 3-09-2023 both parties told me they do not know when I will receive a steering wheel. I also got the same phrase from both places; Southern Motors Honda telling me it is not our fault it's Honda. Honda telling me they have no control it's the dealership. I asked Honda if they were willing to sell me another Ridgeline for what I owed on the current one. The answer was no, you will get a steering wheel but we don't know when.

  Business response

  03/27/2023

  ******** ********,
  
  The steering wheel we have ordered for ****** ****** is on Critical Back Order from Honda Motor Company.  Southern Motors
  Honda has no control over a back ordered part from the factory.  I have relayed this to Mr. ****** and explained that we 
  are at the mercy of the manufacturer.  I can assure you that no one at Honda said that a back ordered part is the 
  responsibility of the dealership.
  
  We are being told by the manufacturer that there should be a shipment within the next two weeks that will hopefully cover
  the back order.  I have Mr. ******** information and will reach out to him as soon as I have a definitive date for the arrival
  of his steering wheel.  
  
  Regards,
  
  
  *** ******
  General Manager
  

  
  

  Customer response

  03/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

   I talked with Honda on March 10, 2023.  The person I talked with told me his name was ****** and did not know when the steering wheel would be in. He also told me that this responsibility falls on the dealership. *** ****** at Southern Motors told the BBB  in one of his statements that he can assure you that no one at Honda said that a back order part is the responsibility of the dealership. *** ****** at Southern Motors had no right to tell you this. He was not on the phone with Honda when that statement was made to me. I emailed  *** ****** at Southern Motors at 11:34am  on 3-28-2023  about the statement he made, and asked him if he would  liked to do a conference call to Honda and ask them to pull the customer service recordings that took place between me and Honda  on the 10th of March 2023. I received no reply from  *** ******.

  Regards,

  ****** ******

  Business response

  04/13/2023

  Good afternoon,

   

  I am forwarding an email from the District Parts and Service Manager stating the back order part is not an issue

  at the dealership level.  This is a Honda Corporate issue.  I have spoken with Mr ****** and reviewed this with

  him, also.

   

  Please let me know if there is anything else we need to do.

   

  If you could add me to the contact list that would be great.

   

  Regards,

   

  *** ******

  General Manager

  Southern Motors Honda

  ************

   

  ***** ****** ***** *************************** ***** ********* ***** *** **** **** ** *** *** ****** ******************** ******** ******** ***** **** ***** *** **** *****************

   

  Good Afternoon ***,

   

  I know we have been working on this case for a back ordered steering wheel for a few months now. Southern Motors has had the part on order with a critical back order status reserved for “Vehicle Down” situations since 12/2/2022. The customer currently has a case with *** regarding this as well. We have all taken any steps possible to secure the part and unfortunately it’s just a matter of not being able to get from our supplier. I appreciate all the effort your team has put in to try and stay on top of this from the beginning. Currently the ETA for shipping is 4/13/2022 which is today, I will follow up with you and ****** tomorrow to see if the invoice for the part has come through. Again this isn’t anything Southern Motors Honda could have done differently, just a back order part issue.

   

  As always please reach out with any questions, the part number and order information is also below for reference.

   

   

  ********** ***** ******* * ****** ****                        ***************** ***********              **** ********* ********                   *****  

  ****** *****

  Customer response

  04/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: 

    I do not believe the statement ****** ***** said.  His statement  was  " We have all taken any steps possible to secure the part."  If this was true I would have a steering wheel by now.   Honda can pull a steering wheel off their assembly line and put that vehicle in a staging/holding area awaiting a steering wheel.  For ****** ***** to say  we have all taken any steps possible to secure the part is not a true statement.  I have been without a working steering wheel for over 19 weeks now. 

  Regards

  ****** ******

  Business response

  04/25/2023

  Ms. ********,
  
  Over the last month or so I have had a few conversations with Mr. ****** and have tried to assist in any way that I can.   As I have explained previously this is
  totally out of our hands.  It is unfortunate but supply issue are an ongoing problem for all businesses at this time.
  
  Honda is aware of the situation and Mr. ******** steering wheel is listed as critical back order.  I believe Mr. ****** has also starting a claim with Honda to have
  the vehicle bought back from him.  
  
  I hope that Honda can find a way to assist Mr. ****** and resolve this issue for him.  I am more than willing to speak with you and/or Mr. ***** at any time and
  pass along any information I have.
  
  Thank you for your time.
  
  Regards,
  
  
  *** ******
  

  
  

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