ComplaintsforTony Honda Hilo

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son *********************** Purchased a Brand new Honda Civic Hatchback 2023 for the **** Honda in ****. Since then, we have taken the care in for repairs regarding water leaking into the vehicle 7 times. They have tried to resolve the issue by replacing the hatchback, doing smoke tests, water tests, resealing areas and still not resolved. It has now gotten to be a safety concern for my son when he drives as all windows in the vehicle fog up with condensation (inside) and the car has a really bad mildew smell. I have contacted **** Honda towards the end of February 2024 for this recent issue and the sales manager advised that they can not help me I need to fight it out with Corporate. I called the **************** and it has been a week now and have not gotten a response. The car is still under warranty and my son should not have to drive the car breathing in mildew or having his visibility impaired due to the condensation on all windows. His car has water damage inside (per the techs notes on the documents). This is not how we should be treated, before purchasing a vehicle, the sales person and Honda themselves are so nice, accommodating, willing to do whatever necessary to ensure your satisfaction. Once you purchase the car, they no longer can assist when you have problems or concerns. I hope the Owner of this company sees this and does the right thing. As far as how much we paid them, I just put a rough estimate, it probably is more.

  

  Business response

  03/06/2024

  To Whom it may concern,
  
  We sympathize with ************** in her concerns involving the issues she is experiencing with their car.  We have completed every repair we were directed to attempt by American Honda *************. 
  Each time we provided a rental for their use.  In spite of all of our efforts to correct the issues with the car the water leak persisted even after replacing the entire hatch.  At the end of February Ms.  *****
  informed us that at this point she wanted to claim it as a Lemon.  We informed her that we would do what we could to assist however a claim would need to be initiated by her with American Honda *************.
  
  I apologize if it appeared as though we were trying to pass the buck but we trying to convey the next step in the process to help her get this resolved.
  I also apologize that it took American Honda ************* till 3/6/24 to respond. 
  
  At this point we have been contacted by American Honda ************* to assist in acquiring a rental for her to use and storage of the car until they reach satisfactory resolution.
  We have set up the rental for her to pick up on 3/7/24 as well receive and store the car here at the dealership.
  
  We take these concerns seriously and always want to provide the best of service both before and after the sale.  Again, I apologize if ************** was made to feel that we short of that goal but we will continue to help
  in working will both her and American Honda ************* until this is resolved.
  
  ***************************
  GM
  Tony Honda Hilo

  Customer response

  03/08/2024

   
  Complaint: 21391925
  
  I am rejecting this response because: I finally got contacted by my local dealership as well as the corporate office the day after I submitted this complaint to the BBB. What a coincidence.  This response is the first time me or my son has even gotten a response from the General Manager of my local dealership.  That is a shame.  The only person that has helped us through this entire process is the service manager ******.  I want my local dealership to understand what an asset they have in ******.  He always called us back in a timely manner, he assisted my son every time he had to come down, he never made us feel like we were bothering him and he always showed us he truly cared and was always sincere.  Now that is true integrity.  That is how a consumer should always feel when they choose your company to do business, however, I would have expected that same type of treatment from the General Manager of my local dealership.  The same way everyone came out and made their presence known while going through the process of purchasing the vehicle, that's the same way a consumer should be treated and should feel after that purchase as well.  The General Manager (the person who is in charge and SHOULD KNOW what is going on at his/her location) should be the one to make sure that every customer is satisfied.  My local dealership has agreed to take the car and they have put my son in a rental car, for that I guess I am grateful.  I hope my local dealership learns from this experience and gets better at how they handle the situations that arise as well as how they assist the customer.  This whole situation could have been handled a lot better than how it was handled.  This is going to be an experience that is going to take both me and my son a very long time to get over, I don't know if I will ever feel okay about purchasing a car again.    
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/3/24 at 1:02 p.m. I called Tony Honda Hilo to make an appointment to service my vehicle. I left a message for **** to call me back and left my home phone number. I waited all afternoon for a call back and received nothing.On 1/4/24 at 10:24 a.m. I called and talked to **** and made an appointment. I asked her why I didn't get a call from her and was told she called my cell number. I checked my cell phone and found the call but there was no message. I asked her why she didn't call my home number and she didn't give me an answer, just said that she would change my records to make my home number my primary number. I told her that my records were changed back in 2021.Recently, while checking my cell phone I noticed that I received a text on 1/9/24 reminding my of my appointment on 1/10/24. I also received 8 text messages on 1/10/24 the day of my service. On 1/11/24 and 1/12/24 I received calls on my cell phone from **** asking how my appointment went.My question is why am I not getting calls on my primary number which is my home phone number and why am I getting text messages. At no time was I told that I would be contacted by text message. On the day of my appointment I did not have my cell phone, I had my iPad so I didn't get any of the texts.This happened to me back in 2021 and I changed my primary phone number to my home phone number. **** again said she would change my primary phone number but still kept calling my cell number.I don't think that getting this information straight is hard to do.

  

  Business response

  02/07/2024

  We are terribly sorry for the inconvenience you have been experiencing. This may sound  to you , we are just making  excuses , however we made the  major  computer soft wear changes including telephone system last year . Therefore  even after 30 years of being the secretary here at **** Group, I  myself have been having difficulties in  dealing  with new system. 

  I attest you that our company had been giving all sorts of trainings , so please  give us  some chance to regain the trust from the loyal customers like you.

  Thank you very much for your feedback.

   

  *******************
  Executive Secretary

  **** Group 

   

  Customer response

  02/13/2024

   
  Complaint: 21205842
  
  I am rejecting this response because:
  Your reply does not address my complaint. The computer system and phone system has nothing to do with what happened.

  I left a message to call me back on my home phone number. I expect to be called back on the number I left.

  The service associate didn't mention that I would be contacted via text message. I didn't have my phone with me so I didn't see any of the text messages.

  I had this same problem back in 2021 and I brought this up with the management at the **** **** Honda dealer. Apparently nothing has been done in 3 years. What will you be doing to prevent this from happening again?

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

  

  Business response

  02/13/2024

  We apologize for any inconvenience this has caused you.  Here at Tony Honda Hilo, we take all our guest concerns seriously. We will make every effort to get your records corrected and ensure that your primary phone number is your home number and that is your sole source of contact, again we apologize and hope that we can continue to serve you in the future.
  
  Thank you,
  
  ***************************
  GM
  Tony Honda Hilo
  ************  Office

  Customer response

  02/20/2024

   
  Complaint: 21205842
  
  I am rejecting this response because: **** Honda still has not addressed the problem.
  
  Sincerely,
  
  *****************

  Customer response

  02/21/2024

  The business did not address the issues in my complaint.

*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. ↩