Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased vehicle on Sat March 29th, 2025 . We have received conflicting information from three different managers. Below is a summary of events in the order they occurred:Will (Sales Manager): Informed us that there was no limit on the down payment when using a credit card. Aside from the free oil change for my Honda, this was the main deciding factor in moving forward with the purchase, as it would offset the $500 off coupon from direct website since vehicle came from sister store.****** (Finance Manager): Stated that the maximum down payment allowed on a credit card was $5,000 and that the minimum loan amount was $7,500. Given that our vehicle total was $12,781.89, and factoring in the high interest rate, we exceeded the $5,000 limit, making our final down payment $5,280. This payment has since been processed and posted on my ****.**** (Finance Manager): Called today and stated that ***** Fargo (WF) does not accept ****. When we offered an alternative credit card, we were then told that credit card payments were not an option at ****** someone with extensive experience in loan and small business bankingincluding merchant serviceswith major financial institutions like ****************, I want to clarify that the **** payment was not intended for ***** Fargo but for Nalley Honda, where it was successfully processed. The only amount directed to **************** is the remaining balance after the down payment. Additionally, I am aware that businesses accepting credit cards must comply with their merchant agreements. Selectively denying credit card payments to avoid fees while generally accepting them would be a violation of that agreement. ****, initially offered to refund our down payment so that we could "pay another way," but later stated that another credit card would not be accepted. Overall, it seems **** tried to deceive us stating incorrect facts in order to avoid the credit card fee. When asked for documentation he said to call ** ourselves.

  

  Business Response

  Date: 04/08/2025

  I apologize for all of the confusion surrounding the credit card down payment. Our limit is $5,000 and it doesn't matter what type of credit card is used. **************** is one of a few lenders who do not let a guest use a credit card as a form of down payment. Unfortunately, ****** was not aware of that. We can take the total payment from your outside lienholder and I'm sure that the credit has been applied to your AMEX.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 3, 2025, I came to Nalley Honda in Union City and got the 2024 Honda Prologue, which is a totally electric vehicle. Since then, I have been trying to get the Honda car charger installed in my home with no help at all. I have gone back to the dealership multiple times and all I have received are excuses and empty promises. Its been a month! I have been forced to depend on public charging stations with extremely long wait times. I have also had to order **** and Lyft rides because my car battery was too low for me to make it to my destination. I paid for the home charger installation and I still do not have it. I am going to submit a BBB complaint. This is ridiculous!

  

  Business Response

  Date: 03/05/2025

  *******,

  I received your email, last night, and I am currently looking into the home charging concern that you have. I will be reaching out to Honda to find out what the hold up may be. 

   

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am Representative **** ****** and on 8/13/24 I came into your dealership to turn in the Honda *** that was leased by my 80-year-old mother, ****** ****** ******. She also began a new lease on a new Honda *** at that time. This is her 3rd vehicle from this location.We worked with a new salesperson, and after completing the paperwork for the car, we waited 45 minutes for finance. After peeking in the office and asking if there was an issue, we were then seen to complete the finance portion of the deal. After completing the paperwork, we were given the keys and the newly leased vehicle. The next day she began to get calls from the dealership that there was incomplete paperwork. This startled her because of how long we stayed in the dealership to complete the presented paperwork. The calls continued and she notified me that something was wrong. We then received an email from *** *** to rectify the missing paperwork. Please note that the date for that email is 8/23/24. After that, another call came about a payment. Nalley then sent a representative to my parent's home to pick up a ******** of this moment, my mother has suffered damage to her credit score, for not returning the *** that she in fact returned on 8/13/24. She came in to rectify the issue and was given a letter dated September, and told that the system had been hacked and that was the cause of issue. The new vehicle was purchased in August, and the other one was turned in on that same day. I called Monday morning 9/23/24 at 9:30 am, and waited for a call back from a manager. Nothing. I called back several times with no answer. I emailed managers and 8hrs later, got a response. Nothing since. The finance company keeps calling my mother about her leased vehicle being overdue. Please assist.

  

  Business Response

  Date: 09/25/2024

  Inga - you and I have had email correspondence and we have provided a copy of the payoff check that was mailed to American Honda Finance. I am working with American Honda Finance to resolve the discrepancy. 

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I (******* *****) went to Nalley Honda located at **************************************************************************** on May 15, 2023 for service. I was experiencing a vibrating , bouncy feeling in my front tires while driving. My service advisor ***** called to give me the diagnostics (front and rear struts and shocks replacement, etc.) on my vehicle. ***** gave me a price and I trusted Nalley Honda to do a good job on repairing my car because of the certificate Honda technicians that they offer. I had a hard time paying the bill because of my ongoing family health condition, moving back home to *******, but God made a way for me to pay the bill in full. On August 7, 2023 I picked up my vehicle. I went down the road and started to experience the same vibration, bouncy, abs, brake, tire pressure lights on. I too the car back to Nalley Honda *****, which drove the car he stated that it was the way the roads were made. Returned back to Nalley Honda where ***** got one of the technicians to check my tire air pressure. The technician reset the lights. *****, stated that I need to get new tires which he gave me pricing for. I did not feel, comfortable getting tires at Nalley Honda because of the horrible experience I was currently having with my vehicle. But I continued to have this vibrating, bouncy feeling on my vehicle as time went on it got worse. I called Nalley Honda numerous times I left messages not return phone calls. I finally spoke with ****** the service manager, who scheduled an appointment for service on September 12, 2024. The problem I have with that is that I am currently three hours away from ******* which causes a safety conflict when my abs, brake, tire light is constantly on. So, I called to talk with the ****** who will return back to work on Friday, September 13, 2024. Ive been patiently waiting to rend genuine auto repair service from Nalley Honda.

  

  Business Response

  Date: 09/23/2024

  *******,

  After the initial repair was done we re-inspected the vehicle because you felt that the same issues were still there. After the tech inspected it, the issue wasn't still there and we did an oil change. You brought the vehicle back on November 18th, for an oil change, and there were not any other documented concerns, at that time. Your abs light coming on is separate of the repairs that were performed and your tire light is on because of the tires that we recommended. We had a scheduled appointment for you to come in but we did not see you. We need the vehicle here so that we can diagnose what the possible causes are for the lights and any other issues.  

• Initial Complaint

  Date:06/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 06/18/2023

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

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 03/30/2023

  They have the wrong phone number its 

  ************ 

  

  Business Response

  Date: 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.