ComplaintsforNalley Honda

• Initial Complaint

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I drove from *********, ** on Wednesday, April 24, 2024 to purchase a brand new vehicle from Nalley Honda. I should have known from the terrible communication the entire time through the buying process that there would be issues. I got to the dealership to buy my vehicle, signed all paperwork & drove back to *********, **. Today has been over 2 ********** still have nothing to be able to register my vehicle. Ive called the main #, general managers #, and have sent numerous emails & no one will call me back or email me back. My drove out tag expires July 5th.

  

  Business response

  06/21/2024

  ********,

  I attached the email that I sent you, last night. Once I received your email I found the issue and corrected it. If the tags are not completed by the 5th of July, then we will send a temporary tag to hold you over until you receive your tag from **********

  We do apologize for the delay but it will be corrected.

  Thanks,

  **********;

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from this dealership and purchased GAP insurance as well through JM&A Group through the dealership. I refinanced my car in June 2023 which automatically cancelled my GAP insurance. I requested a refund following all the proper steps in September 2023. The request was completed on October 18, 2023 and on November 1, 2023 JM&A Group credited the dealership with with my refund in the amount of $917.71. I have reached out to *********************** at Nalley Honda and he put me in touch with ************************* who does their accounting at the dealership and she stated that the money gets sent to **************** who the loan was originally financed with. I gave it two months, on January 2, **** I reached out to ***** Fargo and they stated they have not received anything from the dealership yet. I then reached out to ***** and **** at Nalley to find out how the money was sent to ***** Fargo and a date and etc. Neither one of them have responded and they have had an ample amount of time to resolve this issue.

  

  Business response

  01/04/2024

  ******************* - I spoke with **************** and they stated that it takes 120 days, from the date that they are notified that the *** cancellation has been processed, for you to receive your money. They said that you should have your refund by the middle of February. I do apologize for any miscommunication from our end. Please let me know if there is any other information that I can provide you.

  Customer response

  01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I followed up with ***** Fargo, they were not able to give me that exact information, but they are looking into it more. I will reach back out if any information is needed. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2023 Honda Civic EX online from Nalley Honda on 08/11/2023. I asked that the vehicle be delivered to my home via a tow at a cost of $175.00. The vehicle was delivered to my home by All American Towing and ************* on 08/12/2023. I inspected the vehicle after being removed from the tow truck. The left front and right front rims had damage. I immediately contacted Nalley Honda to report the damage. I spoke with *********************** who asked me to send pictures of the damage. I sent pictures of the damage via email to ************************************************, *************************** and ***********************. Nalley Honda driver (*******************) also came to my residence on 08/12/2023 to obtain my wet signature on paperwork to complete the sale and to take pictures of the damage. I was reassured that Nalley Honda would correct the damage via email, text messages and phone conversations.Per text messages I received from Nalley Honda, Nalley sent pictures to All American Towing and ************* about damage to the rims.On 08/16/2023, I sent a follow up email to ************************* on how I would like to proceed with having the damage repaired.I received a call from ********************* on 08/16/2023 to pressure me on how to answer the Honda Sales Experience Survey. ****** did mention briefly about correcting the damage to the rims, but his main concern was the survey. I answered the survey on 08/17/2023. ****** left an unprofessional and hostile voicemail on 08/17/2023, to state how he was disappointed in how I answered the survey. After I answered the survey Nalley Honda stopped all communication. I have not received any email, text message or phone call regarding repairing the damaged rims.I emailed ************************* (General Manager) on 08/23/2023 to try to get movement on having the damage repaired. I have not received a response from ****************** or anyone else at Nalley Honda.Nalley Honda needs to make right and keep their word to repair the left and right front rim damage.

  

  Business response

  08/30/2023

  ************* apologize that this occurred and the delay. ******, whom you spoke with, reached out to the tow company; their driver verified that he waited for you to inspect the vehicle and once you were completely satisfied that the vehicle was damage free he then left. When you called and emailed *****, asking for the wheels to be repaired he told you that we would gladly replace both wheels for you. Please let us know when you would like to bring the vehicle in to have that done.   

  Customer response

  08/30/2023

   
  Complaint: 20530176
  
  I am rejecting this response because:

  The tow driver did not wait until I inspected the vehicle. He left before the inspection was even done.

  If you see the four newly attached photos with the vehicle still on the tow truck you can see damage on the left front rim. Two of the photos are enhanced so that you can clearly see the damage.

  ************************* initially asked me via email on 08/15/2023,"When is a good day for us to send my driver to come and pick up the vehicle"? My response was the following:
  I really don't want miles placed on my new vehicle as I have not even driven it yet. I prefer a mobile technician come out with a spare and then take my spare in the trunk and place both on the vehicle. Then he can take the existing LF and RF damage rims to your shop or wherever for the repair. As I don't want my new car driven being that I have not even driven it yet.

  Nalley Honda would have never responded if this was not taken to BBB. I sent an email to ************************* (General Manager) on 08/23/2023 about this issue before submitting the BBB complaint and never received a response. I have yet to receive a response from anyone from Nalley Honda except through this BBB complaint.

  I don't wish to have my vehicle in the presence of Nalley Honda given how this situation was handled. Also, ********************* left me a hostile voicemail in regards to how I answered a customer satisfaction survey.

  In order to correct this issue, I prefer one of the following:
  --Front left and right rim replacement done at a Honda dealership of my choosing.
  --Nalley Honda can provide me with a check valued at the cost to have the two rims replaced.
  
  Sincerely,
  
  ************************

  

  Business response

  09/06/2023

  Latashann - We do not dispute that the wheels were damaged. That has been documented in the pictures that you shared with ****, ***** and ****** and we were just passing on the information from the tow company. We will gladly replace both wheels for you at the dealership. What is a good day and time for you to bring the vehicle to the dealership?

  Customer response

  09/07/2023

   
  Complaint: 20530176
  
  I am rejecting this response because:

  I don't trust Nalley Honda.

  As I previously stated, I don't wish to have my vehicle in the presence of Nalley Honda given how this situation has been handled.

  I requested the following two options previously as my preferred resolutions:

  --Front left and right rim replacement done at a Honda dealership of my choosing.
  --Nalley Honda can provide me with a check valued at the cost to have the two rims replaced.

  Why want Nalley Honda accept one of the above options as resolution to this issue?

  I am only willing to accept one of the two options above as a resolution.

  Sincerely,
  
  ************************

• Initial Complaint

  06/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There has been a recall on my truck now for more than four months. I took it in some time ago and they still dont have the harness and backup camera. Honda should have to reimburse me for the wrongful inconvenience I paid for the extended warranty when I bought the truck and now they do not honor anything. Another vehicle until my vehicle is repaired,no updates ,etc

  

  Business response

  06/24/2023

  *****,

  The recall is a Honda national recall; see attachment. Our service manager has been in direct contact with our Honda Service representative about your specific vehicle. All the dealership can do is perform the inspection and report the findings to Honda. We are awaiting on Honda to issue us the part to complete the recall. They are prioritizing the Ridgeline's that the back-up camera is 100% inoperable.

  I understand that it is not the best scenario and I assure you that our service manager is working diligently with Honda to have it resolved. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 15 2023 I went with my daughter to purchase her a new CR-V. She had gotten a local Credit Union to finance the car, they had given her a check for what the car should have costed. My daughter happen to mention to the salesperson that she had the check and she wanted to see it. The saleslady and her manager used their deceptive tactics by printing out a lot of add on to make the car seem like it was thousands more and they were taking some off. I Would like for them give my $1789 they charged me above MSRP plus the tax on it. This dealership is one of the most dishonest I ever purchase a car from bar none.

  

  Business response

  06/18/2023

  **************** - please respond with your daughters name and we will gladly look into your concerns and reach back out to you.

  Customer response

  06/20/2023

  My daughter's name is ****************************, the check from the credit union was in her name the check for the other stuff was from my account. 

  Thank *****************************

   

  

  Business response

  06/20/2023

  I reviewed the total transaction with ****** and *****. We add splash guards, wheel locks, cargo tray and a 3M tint package, to all of our new vehicles and offer an interior exterior protection, called Resistall; which all totals $2,070. The total package was sold to ****** for $1,671, they discounted the $399 for the 3M tint. They were listed on all of the negotiation sheets, from the very first one. You scheduled and confirmed and appointment with us on 5/20 for 5/21. We did not provide any pricing until you were in the showroom on 5/21 to buy the vehicle; the splash guards, wheel locks and cargo tray were installed on the vehicle as soon as it arrived on 05/16, the 3M tint package was installed on 5/18 and the Resistall was installed on the day that she agreed to buy and upon delivery of the new vehicle.  

  I am sorry that you feel differently.

  Customer response

  06/22/2023

  I know that you say that you are sorry that I paid to much for your car and it's on me I guess. I was going through something and I am sorry to that I didn't do my due diligence. ***** ask ****** to see the check from the credit union grabbed it ran to her manger and came back with a print out for a car with a MSRP of $31,610 with  taxes plus add ons  for something north of $38,000. I bought a car from you years ago but if I, any of my family or friends ever buy a new Honda neither of us will have to be sorry.

  Thanks for your concerns for my feeling.

   

   

  

  Business response

  06/24/2023

  **************** - I am definitely sorry that you feel that way. We discounted the vehicle almost $1,500 when no one else in this market is discounting off of MSRP. We cannot control the ****************'s tax and fees.

  Customer response

  06/27/2023

   
  Complaint: 20174079
  
  I am rejecting this response because:All the charges were not just taxes and state fees but add ons after you saw the check that the credit union had calculated for the type of car ****** wanted.
  
  Sincerely,
  
  *****************************

  

  Business response

  06/27/2023

  ****************,

  I apologize that you feel that way but there isn't anything that we can do. The accessories are the same accessories that we add to every new vehicle and they were added to the car that your daughter purchased days before she bought the car.

   

  Customer response

  07/01/2023

   
  Complaint: 20174079
  
  I am rejecting this response because:                    i understand there is nothing else you will do, I just don't like being tricked but it is what it is.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  bought a new truck from nalley. it had a protective coating that was added was not given a choice if i would like it or not. it was over a thousand dollars. The salesman said if anything got on finish or interior it was covered and gave no paperwork that said otherwise. It was good for 7 years. contacted caltex the resist all company and they refused the claim. it was water from a sprinkler system same water that used for our drinking water. if it doesn't cover stains from water what dose it cover. I have made multiple attempts to contact NALLEY honda will not answer the phone and once was able to leave a message but call was never returned. would like a refund and repairs made. this a good example of taking advantage of senior citizens.

  

  Business response

  03/30/2023

  ************** - I will gladly assist you and take care of your issues but I have not been able to reach you. Please verify your phone number, ************.

  Customer response

  03/30/2023

  They have the wrong phone number its 

  ************ 

  

  Business response

  04/26/2023

  ************** - it was nice speaking with you on the phone. I am glad that we were able to speak about the issue that you had with Caltex and I am glad that we were able to fix your concerns.

  Once again, my direct number is ************, if you should have any further concerns, going forward.

   

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  To whom it may concern,This complaint is against Honda Nalley (391 **********************, ******, ** *****) of ****** for their negligence with a customer making them aware of an issue and them not looking into the root of the problem at that time. The complaint is also for Nalley Honda of Union City (**************************************************************** *****) for poor customer Service and not taking the action to resolve and issue before the actual customer had to request it. They were going to allow the customer to leave and there was a major issue with the vehicle and not make the customer aware which is also negligence. I would like to be refunded for all my purchase made at Honda of ****** and Honda of Union City, the service was horrible and they didnt even look into the issue until the me and my father made a big deal about it. They also were quick to advise what they couldnt do for me as a customer before they advise what they could do. Honda Of Union City also failed me as a customer by not updating Enterprise with the date change for coverage of the rental. If my fathers card is charged for the rental I would like that reimbursed as well for that.

  

  Business response

  01/11/2023

  ************************************ Dad brought her Accord in with a flat tire in the trunk. We replaced the tire and recommended that she have the other three replaced, as well as one of her wheels, because it was bent, and we found an oil leak; all other services were declined. Before her Dad left the parking lot, he heard a loud noise when he braked. He brought the vehicle back in an our Service Manager, Kevis, got involved. He took the vehicle to our shop ********************, and had him diagnose what was wrong. DJ found that someone had performed a brake job on the Accord and that they had left a caliber bolt loose. We set-up a rental car and repaired the problem. We are sorry that she has had these problems but we only found and fixed someone else's mistake.

  Customer response

  01/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I spoke to the manager. I asked him if I came to his establishment and advised that I had an issue and wanted it looked into whats the process. He advised Honda of ****** should have taken a look at brakes since I advised them off an issue. I asked if they didnt would he consider that negligent and he agreed it does because a customer advised of an issue and it wasnt looked into as requested. Honda of ****** would have seen the issue and been able to fix it when I had taken my car two week prior. I told the manager that if I didnt get flat tire I would have never known that there was an issue with my brakes. **** at Honda of ****** just said the noise was due to not having Honda brakes and said nothing was wrong. He agreed and said thats true I probably would have not found out. I told the manager that is why I requested for Honda of ****** to pay for the Caliber replacement because they neglected to find the issue when I made them aware something was wrong. 
  

  The GM at Honda of ****** told me I had to handle the charges with Union City which is why this claim was filed. He said he couldnt do anything.
  

  Honda of Union city has poor customer service overall, but I feel they should have partnered with Honda of ****** to resolve the issue. After speaking to Honda of Union City manager I was able to confirm Honda of ****** was negligent in looking into my brake issue when I visited them . 
  

  This claim can be closed and I will refile my claim with Honda of ****** to reimburse the caliber service.

  
  Sincerely,
  
  *********************

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/29/21>>My Honda Odyssey taken in for rattling noise from engine; tech inspected and verified rattling noise coming from engine; front cylinder head replaced; 01/05/22>>taken in for dash warning light and noise; tech inspected and verified daytime running light (DRL) on dash and noise; set final valve lash to quiet the valves; front bank replaced; informed no leaks observed; informed a normal amount of valve chatter will be expected due to vehicle having 2 different cylinder heads; technician test drove vehicle after replacing High Beam bulb; 01/25/22>>taken in for valve noise; tech inspected and verified advised tech had already tightened valves on both cylinder heads to the limit; some camshaft wear partially causing valve train noise coupled with having a new cylinder head; no DTC set in vehicle computer; compared valve train noise with another like vehicle and sounds were similar; 02/23/22>>returned vehicle after hearing a noise and engine shut-off; tech inspected and informed battery completely dead; charging system test ran; battery and alternator replaced; 09/26/22>>vehicle taken for service for hesitation when accelerating as if to cut off and has occurred since the initial repair on 11/29/21; tech inspected and verified vehicle had excessive torque converter judder; checked *** fluid and found it was very dark with a burnt smell; checked and found *** software update available which was performed along with flush procedure; informed judder/hesitation still present and recommended transmission replacement; After 01/05/22 visit informed there should be no need for another visit prior to Maintenance Minder or Normal Mileage Interval; 09/26/22 after repairs completed informed replacement transmission needed; 10/3/22 Inspected by AAMCO Transmission and informed it was in perfect condition but engine running poorly. Nalley Honda has performed all regularly scheduled maintenance pursuant to their Serv. Advisors for years, now will not return my phone calls.

  

  Business response

  01/11/2023

  *********************** - upon inspection of ****'s vehicle on 09/26/22 the vehicle was determined to have an excessive torque converter judder and that the transmission fluid was dark. We recommended a 12qt automatic transmission flush and a software update. It was notated on the repair order that if these two things did not fix the judder then a transmission replacement would be recommended. After performing both functions the judder was no longer present. We will gladly look at the Odyssey for any issues pertaining to the engine repair that was done.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Nalley Honda for new tires and wheel alignment and came out with another issue. This is NOT the first time this has occurred. This has happened before already. But because the location is conveniently close I figured getting new tires and wheel alignment wouldn't be a problem; was I wrong! After given a very hard time with the 1st gentleman (he didn't want to take any supportive docs I had to guide/help him, he said he never had to do any work online and didn't want to do so...) [that's another complaint directly to him but Ill regress from that and continue with my actual vehicle] someone else helped with getting my matter initiated. I had an appointment and this work still took an ENTIRE day. Literally. Just for new tires and wheel alignment and it wasn't even executed. The tire pressure light kept coming up and immediately when I took the car I heard and felt something wrong. It felt like it was coming from the left tire area. I complained. I brought it back and they kept giving me the run around to what it may have been. From not balancing them correctly the very first 2 new tires purchased, to them not balancing them correctly this time, to them also not calibrating it correctly, so hearing more sounds that I wasn't even aware until they actually mentioned it. Even time they brought it back it was coming back to me worse and worse. I even got the service mgr involved and the audacity of him stating he did not hear or feel anything when everyone did. I was in such disbelief and that automatically shut me off. I wanted NO part of this service place. They damaged my car and it happened after being in their care. I got different stories and the what may be from 3 diff service guys yet they return late evening when they're closed and my car comes back worse and NOT fixed!

  

  Business response

  10/12/2022

  Thank you for the opportunity to look into ******************** complaint. As ******************** states, Nalley Honda installed new tires in September and performed a four-wheel alignment to the vehicle.  ******************* returned stating that she was hearing a new noise coming from the tire area.  Nalley Hondas service manager rode in the vehicle with *******************, however, he did not hear any unusual noise and determined the vehicle was operating as designed.  In the interest of customer *********************************** offered a $100 credit toward any future services. This is notated in ******************** profile.  We understand ******************** does operate the vehicle as a Lyft vehicle, therefore, tires will wear faster given the excessive mileage driven.  The dealership has also noted that vehicle was reported, via Carfax, as having been in a rear end collision last month. We certainly understand Ms. ********* concerns and want to help provide peace of mind, therefore we would be happy to have our shop ******* take another ride in the vehicle to get a second opinion. 

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December of 2021 I purchased a 2019 ******* Tucson. As far as the car salesman and the manager the car was in great working condition. But once I got the car I was made aware that the driver side headlamp was out. I didnt make a big deal of it because the manager said he will cover the cost once its fixed. After I got it fixed the manager said he never said he will pay for it. The car salesman agrees she heard him say that. Now Im out of $1000 because he failed to keep his promise.

  

  Business response

  05/20/2022

  Thank you for allowing us the opportunity to update this complaint.  Per my phone conversation with ************** on 5/19/22 at 5:38pm,once I receive her receipt I will have the reimbursement sent to her.  We are still waiting for the receipt. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩