Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 1/27/25 I reached out about a car that was on Honda of Downtown Chicago's website. Was listed for $41,717. It also came with a pop up of an extra $3,000 for any trade in. Specifically, $3,000 over KBB fair trade. When I inquired, they gave me a price of $46,995 with an extra $1,795 in (what ***** referred to as junk fees) fees. When I asked for the online price with the extra 3K for trade, I was told they could in no way do that. They would be losing too much money. Now they have my info, and I do not have a new car. This is a clear-cut case of false advertisement. When I brought up the attorney general, I was told they have done this for a long time and are doing nothing wrong.

  

  Business response

  01/30/2025

  We apologize for any inconvenience or miscommunication.  Our online price does not include any added items and costs associated.  In addition, the trade value is based on the condition of the vehicle and cannot be determined before the physical assessment.  We appreciate the customer allowing us the opportunity and apologize that we could not come to an agreement on a purchase.

  Thanks so much.

• Initial Complaint

  01/05/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A Warning About Honda of Downtown Chicago I had a deeply disappointing experience with Honda of Downtown Chicago and want to share it as a cautionary tale.Initial Interaction While searching for lease deals on a 2025 Honda Pilot Elite or Black Series, I found a promising offer on their website. I reached out and communicated with *******, who assured me ***eatedly that my terms were achievable. She claimed she had spoken with management and stated they wouldnt ask me to come in unless they could meet my numbers. PLEASE, READ THE TEXT EXCHANGE WITH THE LEASE REQUEST ************** the Dealership On January 4th, I arrived at 2 PM expecting to meet ***** and ***, as arranged. Instead, I was met by an uninformed sales *** who didnt know about my inquiry. I showed her my messages with *******, but she mis***resented a Pilot EX-L as an Elite trim, falsely claiming they were "basically the same." After I insisted, ***** introduced me to a more knowledgeable ***. I re-explained my requirements and showed him Danielas messages, and he assured me my terms were perfectly doable.The Misleading Offer After appraising my **** Q5 at just $4,000 (a low-ball offer), they presented lease options for the Pilot Black Series:$1,200/month with $0 down $1,100/month with $3,000 down $1,000/month with $5,000 down These numbers were more than double the $500/month lease I was led to believe was achievable. When I pointed this out, the *** claimed $500/month was only possible if I paid taxes and fees upfrontcontradicting my clear request for a $0 down lease with taxes/fees rolled into the monthly ************* Thoughts This experience left me feeling misled and frustrated. Promises made over text were empty, and my time was wasted with deceptive practices. If Honda of Downtown Chicago truly values its customers, they should honor the terms they claimed were possible. Their failure to do so damages Hondas ***utation and breaks consumer trust.

  

  Business response

  01/21/2025

  We apologize for any confusion in regard to the lease payments.  The national ad does not include taxes and fees as those are based on zip code, city, state etc.  Any trade vehicle has to be appraised on site so as to give an accurate value and will also affect the monthly payment.  Unfortunately, after all factors considered, the estimated lease payments were more than anticipated.  

  Thanks so much and please let us know if any additional information is required.  

  Customer response

  01/21/2025

   
  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.
  
  Sincerely,
  
  ******* *** ***********

• Initial Complaint

  01/03/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/28/24 I purchased a 2014 Honda Civic from Downtown Honda at end of business. After completing finance signing and receiving the vehicle I prepared to leave and noticed the vehicle had a warning message stating that there was a problem with the airbags and the passenger airbags were turned off. I came to realize this was no minor issue where I could just turn them back on. I also tried to clean the front windows and couldnt get any washer fluid. Turns out the pump was broken and that I would be putting my or my passengers lives in danger if I drove this vehicle. At this point the dealership was closed and I could only go home. I took the vehicle for a private Inspection and found that it greatly differed from the inspection of the dealership. I trusted this dealership under the Honda Name to provide a vehicle that was thoroughly inspected and found to be safe functioning and at the very least would not put my and my passengers lives in danger. What if I had been in an accident on the way home and no airbags deployed. What should have been a joyous day turned into a nightmare as I had plans for a holiday getaway to take my new car on the road and had to cancel my plans and realized that I purchased a car and am still *******. I shared the results of my inspection with a sales manager initials B.S. who did accept responsibility to fix the airbag issue but stated that he stood by their inspection and would NOT repair anything else. If such a big thing as an airbag malfunction was overlooked how can you say with certainty that nothing else was overlooked. I will include a copy of the two inspection reports to see how greatly they differ.

  

  Business response

  01/23/2025

  Sorry for the delay on this one.  We actually ended up taking back the vehicle and refunding Ms. ******* so this one should be complete.

  
  Thanks so much. 

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My car was serviced on Saturday. I received an email offering $35 off on brake job and $169.95 special on alignment(paid $220).Plus, free pick up and delivery. I called Monday and left a message. No response. I asked consideration for the discounts. No consideration was given.I paid for an **** to and from the dealership. Again, no consideration given. AND, they charged me $30 for using a credit card. Their response, the service department has nothing to do with the marketing department.

• Initial Complaint

  10/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a lease with Honda of Downtown Chicago on 7/10/24. At the time we were moving from Chicago to *******, **, and had addresses in both locations. The dealership assured us they could register the car in ** since that was where we were moving to. When I drove the car away, they gave me a temporary license plate that would last for 90 days (through Oct 8), and told me to go to the *** in ******* when I arrived. We were busy with the move and starting new jobs initially, so I went to the *** in early Sept. The *** told me I could not obtain the license plates myself because it was a lease and the dealership would have to submit on my behalf. I followed up with the dealership, and they said they needed proof of my TN residence, so I went to get my TN drivers license within a week of their request and sent back to them. At that point they assured me they could get my TN license plates by 10/8 or would give an extension of the temporary pass. As of 10/7 I heard nothing from the dealership, and still had no plates, so I called to follow up. I was told the title clerk was out of the office and no one else could help. They called back the next day to say they did not have the correct paperwork in the office. I received no follow up, so I called again 10/18 and was again told the title clerk was out of the office. I spoke with the **, and he could not help me, dismissed my concerns and insulted me. I still do not have my TN plates and legally cannot drive my car. I tried to talk to Honda Finance who owns the lease, but they cant do anything until they receive the title from the dealership. I dont know who else I can turn to for help, so I appreciate the BBB can help to intervene!

  

  Business response

  11/03/2024

  I believe we have taken all measures to alleviate this situation and are very close to getting the Tennessee registration for the customer.  The state of ********* required a special form for which we did not have and one which had never been required previously.  It took some time to get this form created in the correct format.  This has been done and submitted.  Our GM of Honda as well as our title clerk have communicated with Ms. ******************** let me know if any additional information is needed.  Thanks so much.

   

  Customer response

  11/04/2024

   
  Complaint: 22444729
  
  I am rejecting this response because:

  I spoke with the ** of this business on 10/21/24, and he assured me I would have my license plates within 2 weeks. Today is 2 weeks, and I still do not have my license plates. I requested reimbursement from the ** for my lease payments from the time my temporary drive away permit expired on 10/8/24 until I receive my TN license plates (TBD). The ** declined this request and told me we were even because I submitted a BBB complaint. I feel I am being retaliated against for making a ***ort to the BBB. I feel I am making a fair request, as I cannot legally drive my car due to fault of the dealership, so I dont believe I should pay lease payments during this time. I understand that some of this process is out of the dealerships hands, but they did not even start the process until September even though I signed the lease in early July, so I believe this delay was very preventable.

  I was offered reimbursements for other expenses I incurred due to errors on the part of the sales *** I worked with by the **, but I have not received these reimbursements as of yet.

  Also as a point of clarity, the title clerk never did follow up with me to update me on my case, so this part of the business response is incorrect.

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

  

  Business response

  11/07/2024

  Our title clerk contacted the state of ********* on Tuesday to ascertain the status of the registration and was informed that they are significantly behind.  However, they gave him instructions for Ms. ****** that can expedite the process.  He called Ms. ****** and her voicemail picked up and he left a message.  She can call ***** directly at ************ or at ************ and ask for him or his extension 515.  He'll be able to explain the process for her registration.  In regard to the lease payments, we will not be reimbursing those as much of the delays were beyond our control.  However, I will be happy to send a check for $200 for the inconveniences related to this process.  Thanks so much.

  Customer response

  11/09/2024

   
  Complaint: 22444729
  
  I am rejecting this response because:

  I strongly disagree that this delay was out of the dealerships control. I signed this lease in early July, and the dealership did not even attempt to contact me for proof of TN residence until mid-September. That tells me they did not even start the required paperwork until more than 2 months after I signed the lease. If they had started this process promptly, I could have had my TN plates before my temporary pass expired on 10/8/24. Three months should have been more than enough to complete this process, even with delays with the Shelby County Clerks office. 

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

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car into the Honda of Downtown Chicago on 9/23/24 for regular maintenance. The dealer replaced the cabin air filter on this date. On leaving the dealership I noticed that the air conditioner was no longer working (air was blowing out of the vents, but would not get cool). I reached out to the dealer and asked if this could be repaired and was informed that nothing that they did could have affected the air conditioner. When I researched how replacing a cabin air filter could affect the air conditioner I found the following multiple potential issues that could have been created. 1) Filter Installation: Ensure that the cabin air filter was installed properly. If the filter is installed backward or incorrectly, it can restrict airflow, making the ** appear to not work.2) ************ Connection: Check if any wiring or connectors to the blower motor were accidentally disturbed during the filter change. Sometimes, replacing the cabin air filter can lead to loose connections.3) ************ Fuse: Inspect the fuse for the blower motor. It's possible that it blew during the filter replacement process.There are clearly several ways the mechanics could have disturbed the function of the air conditioning during the cabin filter change, and the air conditioner stopped working immediately after it was in the possession of this Honda dealer, yet the dealership denied responsibility and said that I would be responsible for repair of the air conditioner.

  

  Business response

  10/21/2024

  Good afternoon,

  Our service manager **** ****** spoke with Mr. ******** earlier and they have set a time for 730 am Tuesday 10-22-24 for him to drop off the vehicle.  The service manager explained why the air might be blowing warm and offered to take a look and diagnose the reason.  If there is anything needed more than coolant, **** will contact the customer to discuss and determine next steps.  Mr. ******** agreed and seemed pleased with the outcome of the conversation.

  Thanks so much and please let me know if any additional information is required.  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 19, 2024, I purchased a 2021 Honda Accord Sport from Honda of Downtown Chicago. Specifically, I request the dealership replace all four tires and cover the associated costs.Before purchasing the vehicle, I raised significant concerns about the condition of the tires with my salesperson, *******************************, on at least three occasions. She assured me that the tires were in good condition each time and that "the dealership could not sell the vehicle if they weren't." However, two weeks ago, I was informed that all four tires must be replaced during a visit to the same dealership's service department for an unrelated issue. The estimated cost they quoted me for this replacement is over $1,300.Given ***'s repeated assurances about the tire condition and my reliance on this information when purchasing this vehicle, I was shocked and disappointed to learn from their service department that the tires require immediate replacement due to significantly low tread levels. Despite the car being sold "as is," it is reasonable to expect that the tires, as represented by their salesperson *******************************, would not necessitate such a costly replacement at the time of purchase. Therefore, I request that Honda of Downtown Chicago cover the cost of more than $1,300 tire replacement as a goodwill gesture. Selling a vehicle under the pretense of adequate tire condition after it had been repeatedly brought to the salesperson's attention, only to burden the customer with a significant expense immediately after the purchase, does not reflect well on Honda of Downtown Chicago's business integrity or its reputation in the community.I have reached out to the General Manager ********************* and my salesperson ******** and ***************************** at Honda of Downtown Chicago without any response from them.

  

  Business response

  08/16/2024

  Our used car manger was already aware of this situation and has completed putting new tires on the vehicle as requested. Thanks so much.

  Customer response

  08/18/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My family has been loyal and proud owners for over 20 years of several Hondas but we have never experienced a dealer dis-service encountered for my daughters 2021 HR-V on 7/15/24. This is a CPO vehicle that has received all recommended maintenance service at authorized Honda dealerships.All started with a loose battery terminal that only required a new diagnostic battery replacement ($382.47; significant higher price than at Honda dealer in Chicago suburbs). Instead, Honda Downtown Chicago tried to sell several recommended services claiming they take better care than other dealerships by preventing future issues. If paid in total, my daughter would be faced with loosing half of her monthly income!A summary of the items in question is uploaded. Honda Downtown Chicago should be ashamed for trying to sell a wheel-lock and other non-required services to my daughter, who is not familiar with the indication as a first-time car owner. It speaks for the lack professionalism that the service manager didnt even have the courtesy to get back with a financial solution where we would meet in the middle. To compensate for the dis-service by Honda Downtown Chicago, we would at least expect a credit / refund for the diagnostic oil change.

  

  Business response

  08/15/2024

  Regarding ******* Case 22091315: ********************************************************************************) and I will get a check for him. Thanks so much.  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Honda Odyssey from a dealership in **********, ** May 25, 2024 while I was in town visiting family. At the end of June the van had an issue with the windows so I took it to get it fixed at my local Honda dealership, downtown Chicago. The window mechanism had come dislodged so they repaired it. Their employee **** then wrecked the van as he was pulling out of the garage. He told me he would replace the parts and said he did replace the parts however a week after the replacement the paint started to bubble. I called and confronted him that he just buffed and patched it and didnt replace it. **** admitted he lied and said he had ordered the parts and still planned to replace it but asked if I could wait until he got back from his vacation at the end of July. Now he is not returning my calls and I still have a damaged van. I filed a complaint with Honda corporate and was informed they refer to the local dealership. I emailed the corporate offices response and pictures of the damaged van to the general manager ********************* who also has not responded. Given the declining value of vehicles and the fact that they damaged the van which further reduces the value, I would expect them to use this van as a dealer car and for them to fully replace the van, returning me back to the status of the vehicle I had before they wrecked it.

  

  Business response

  08/15/2024

  Regarding Berschied, Case 22084711:

  Our service director ********************* sent a text to the customer today to inform her the new bumper should be here tomorrow and he will get with her to determine a time for the work to be done. Thanks so much.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Honda Certified vehicle on 5/25 that was backed with a 182 point inspection. Believing on this statement and reputation, I chose this dealer. The salesman ***************** was kind and mentioned how great this vehicle would be for my new family and mentioned that it had new tires and I wouldn't have to worry about it for years. Under this and the Honda Certified umbrella, I purchased the vehicle believing it was as close to new as you can find due to the rigorous certification process. During the paperwork process I was not given the inspection checklist and later found that it was supposed to be gone over and given/signed by me. When I obtained the report 60 days later, a squiggly line was where my signature was supposed to be.Before I got the vehicle home, I noticed that one of the headlights was flickering whether the vehicle was on or off. Also noticed the van had loud tires which I didnt notice driving at low speed until I got it on the expressway. Another dealer told me it was due to mismatched brand tires. According to the Honda inspection checklist (that I was only able to obtain almost 60 days later), the vehicle must have matching brand tires. Also in the list of requirements, all floor mats must be present (missing 3rd row), the vehicle must have 2 keys, 2 remotes, and 1 valet key (Only given 1 remote and 1 key), all required maintenance must be performed, to which another dealer told me that several appear to not have been done. HondaVac must be functional (wasnt and missing accessories), carpet/vehicle must be clean (detailed) (wasnt, had food all over, candy in the vents and melted in console), fuel door sticks and sometimes won't open, vehicle has a rough idle at a stop, brakes shudder if used on the highway to slow down. Mileage was inaccurately reported on the title.I have serious concerns with this vehicle considering all the items listed above and would like it replaced with a new vehicle. I left many messages, all unanswered.

  

  Business response

  08/15/2024

  Regarding ********* Case 22056720:

   Our used car manager and service manager are reviewing the inspections performed on Mr. ********* vehicle and will get in touch with him within the next few days to discuss. 

  Thanks so much.  

*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. ↩