ComplaintsforNalley Honda

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been duped, mistreated, and disrespected by Nalley Honda of Union City. We have paid on multiple occasions for our vehicles to be serviced and each time, the issue that we had, was not fixed, more issues resulted, and we ended up paying thousands of dollars in feigned repairs. We were talked to disdainfully by two of the company's representatives (*one a current manager -***************************, the other a demoted former manager -***********************), the other (*a current manager of the facility - *****************************/*******) would not return our calls. Our van was returned to us on 4-5 consecutive occasions not repaired, not properly repaired, still broken, and we were inconvenienced. Our Crosstour was returned to us 2-3 times and the problem that we most recently took it in for-still exists. It is concerning that we, among many others who have chosen this location have the same problems with shoddy mechanic work. We are in connection with a few news stations regarding these concerns as we continue to investigate how many other families are being duped and erroneously charged for services that Nalley Honda of Union City either does not complete and/or breaks something else in the vehicle that was not broken or malfunctioning before the vehicle was brought into their facility. We are dismayed to say the least, disappointed to say more, and disgusted to say the most. It is imperative that we get this story to as many individuals who can be saved from spending their money with a company that not only does not value its customers, but that robs them of their trust and money. I have supporting documents, videos, etc. to provide proof of all that I have stated.

  

  Business response

  12/13/2021

  Thank you for alerting us to our customers concerns.  At Nalley Honda, we pride ourselves in providing an exceptional guest experience with every visit.  So it goes without saying that we are saddened to hear of our customers disappointment.  While we feel we have gone above and beyond on several occasions to provide good service, even to the extent of going out to the residence to provide a service, we understand our customers perception is what matters. 
  
  We have provided honest repairs and feedback on both the 2013 Honda Crosstour and the 2008 Honda Odyssey, with each visit.  It is unfortunate that as vehicles age, they do need more maintenance and we have come to a point where you have lost faith in our abilities.  Even still we wish to help ease your servicing burdens by refunding your last visit on each vehicle, as a gesture of goodwill.  We wish the best for your future servicing needs.

   

  
  

  Customer response

  12/16/2021

  
  
  Complaint: 16337244
  
  I am rejecting this response because: this does not address our concerns. 
  To credit the last visits that were problematic would be equitable. The last service visits that were exceedingly problematic were: $637.66 on the Crosstour and $1945.19 on the Odyssey, plus the cost for the tires $358.96 that should have been a part of that initial service visit but we had to bring the car back yet again after a month in limbo while left with a vehicle that was unsafe until they ordered the tires that should have been installed on the initial visit. As the concerns we brought the vehicles in for were not addressed properly and we still have outstanding concerns centering around those visits. These were the visits that caused major concerns and where items we requested to be repaired were not. The visit on the Odyssey that counts as the last visit per se is one where we purchased tires and I am having Michelin investigate the concerns therein as Nalley Honda said there was a radial band that was damaged and those tires were only a year old. Moreover they never came to our home to provide service on our vehicles instead they had someone deliver our van multiple times because each time the van was returned it was not fixed as we were told. So their coming to our home on a repeated basis was to retrieve or deliver the van after their lackluster service. 
  
  
  The refund we expect would total: $2941.81. 
  
  
  Regards, 
  
  ******* And ***************************************
  
  

  Customer response

  12/16/2021

  
  
  Complaint: 16337244
  
  I am rejecting this response because: this does not address our concerns. 
  To credit the last visits that were problematic would be equitable. The last service visits that were exceedingly problematic were: $637.66 on the Crosstour and $1945.19 on the Odyssey, plus the cost for the tires $358.96 that should have been a part of that initial service visit but we had to bring the car back yet again after a month in limbo while left with a vehicle that was unsafe until they ordered the tires that should have been installed on the initial visit. As the concerns we brought the vehicles in for were not addressed properly and we still have outstanding concerns centering around those visits. These were the visits that caused major concerns and where items we requested to be repaired were not. The visit on the Odyssey that counts as the last visit per se is one where we purchased tires and I am having Michelin investigate the concerns therein as Nalley Honda said there was a radial band that was damaged and those tires were only a year old. Moreover they never came to our home to provide service on our vehicles instead they had someone deliver our van multiple times because each time the van was returned it was not fixed as we were told. So their coming to our home on a repeated basis was to retrieve or deliver the van after their lackluster service. 
  
  
  The refund we expect would total: $2941.81. 
  
  
  Regards, 
  
  ******* And ***************************************
  
  

  

  Business response

  03/17/2022

  We do apologize for the oversight in our response.  The refund totaling $2582.85 we will be processed and sent out this week.  Thank you

  Customer response

  03/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that a refund in the amount of $2582.85 is a satisfactory resolution.
  
  Sincerely,
  
  ******* And ***************************************

  

  Business response

  05/19/2022

  Thank you for the opportunity to respond.  The dealership will be reaching out to our customer to arrange for them to pick up the check at the store. 

  Customer response

  05/20/2022

  No one has ever made contact with us regarding the refund as promised. If we agree to picking up the check in person we are concerned that the business once again will not follow-through. With the pandemic, too our concern is for high transmission in our area.  We prefer they mail the check to home address: ************************************************************ 30331. 

  

  Business response

  06/03/2022

  We certainly understand your concerns and will be mailing the check certified/signature required.  

  Customer response

  06/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  Nalley Honda has now indicated that the promised refund check, initially promised in December of 2021, in the amount of $2582.85, will be mailed via certified return receipt. 
  

  Once this check is received and successfully deposited, the businesss response will prove acceptable. 

  Sincerely,
  
  ******* And ***************************************

  

  Business response

  07/18/2022

  Thank you for the response.  Nalley Honda would like to schedule a day/time for **************** to come to the dealership to pick up the check. While we understand your concerns with Covid, we have tried other means of delivery, only to not be unsuccessful (not picked up).  Please know that we will require ID when the check is picked up.  We look forward to your response on the date/time you will be picking up your check. We will not present the check any means that does not require ID/signature. Should you decide not to pick up the check, we wish to have this complaint closed as ***** Honda has gone above and beyond to try to resolve this dispute.

  Customer response

  07/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  We will be there in shortly to retrieve the check.
  

  We never received any notification about a mailed check and we are able to see our mail every morning via email.
  

  Our carrier never showed a delivery attempt from Nalley Honda.

  We would like to resolve the ongoing concern as well, by receiving the check as promised back in December 2021.

  Who do we ask for when we arrive as we are not able to reach ************************* and Honda Corporation has also been unsuccessful when trying to reach anyone on-site? 
  
  
  ******* And ***************************************

• Initial Complaint

  11/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a used car from Nalley on 10-21-21. During the process of signing the sales contract, I agreed to pay for an additional piece that included gap insurance and oil changes. I was told and shown on the contract that this product cost an additional $600 and that part of it would be refunded if I paid off the vehicle early. I made it clear to the finance manager that this was the only additional item I wanted to purchase. As I explained to everyone at the dealership that day, I had major eye surgery 6 days prior (retina detachment) and needed to start my 3 hour drive home before it got dark and to please hurry with the paperwork. They didn't get me in front of the finance manger until it was almost completely dark so I begged him to hurry. During the signing process, the finance manager told me that I was signing in several places to decline additional services and I believed him because I was having trouble seeing. When I went to pay my property taxes and tag the vehicle a few days later, I reviewed my copy of the contract and realized that the finance manager had deceptively added not 600 dollars in additional items but $5648 of additional charges! These charges included a service contract, a maintenance contract, and gap insurance that cost $1090, not $600. I have since spoken to both the sales manager and the finance manager and supplied them both with a signed cancellation form as requested. After reading some of the other reviews here, I am afraid that I will never get my money back. This is deception and thievery plain and simple. I want my $5648 back immediately just like they stole it from me immediately. I also need a corrected contract so I can go back to county tax office and get a reduction in my taxes. I have uploaded proof of my retina surgery on 10-15 with my follow-up on 10-16 and the summary page of my contract. Can you help me?

  

  Business response

  11/23/2021

  Business Response /* (1000, 9, 2021/11/12) */ Thank you for the opportunity to update our customer on this cancellation. The cancellation company, ***** processed the cancellations on 11/4/21. **** sends the refund to the lien holder to be deducted from the balance of the loan. The finance company should be able to confirm the refund once they have processed the payment on their side.

• Initial Complaint

  09/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have contacted this business and the general manager of this business several times regarding gap insurance cancelllation and a subsequent refund. My first contact regarding this was on July 19, 2021, which makes almost 2.5 months now. The usual response I receive is we will check on it and get back to you. Well it's been 2.5 months, I should have my refund immediately overnighted to me at my home address. There is no reason I should have to contact this business over and over again to receive money that is due to me. I have heard we will check on it and get back to you enough times.

  

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/10/04) */ Thank you for the opportunity to look into this. Nalley Honda has submitted the cancellation, however, the refund comes from the warranty companies. we will follow up with them and update Mr. ******.

*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. ↩