ComplaintsforHonda Of Downtown Chicago

• Initial Complaint

  05/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My mother and son went to Honda and decided to purchase a car. My mother left a $15,000 deposit and left the rest for me to finance. She was not told that we were fully committed to the car upon leaving a deposit. She did not sign any paperwork. The entire budget for the car was $18,000. I told the salesperson that I would be there in 4 days. On May 17th at the dealership, After I learned that the purchase price for the car was over the budget (the car price was over $20,000), we decided to cancel the purchase. The car never left the lot. We never signed any paperwork about restocking fees or consumer rights. The General manager refused to give ** a full refund. Instead, he charged a $1000 restocking fee. He said he would wave the restocking fee if we purchased another car instead. We did not want to purchase any cars. The general manager could not produce 1 document that we signed indicating a restocking fee if we paid a deposit. We were never told about a restocking fee until we asked for our deposit back. We left with the understanding that we would have to take advanced steps to get a full refund. After our departure, I received a notice that Honda did a credit inquiry! They did a credit inquiry AFTER we left and they were informed that we did not want the vehicle.

  

  Business response

  06/01/2023

  FULL REFUND ISSUED CHECK #*****  AND CHECK # *****

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My honda accord needed significant amount of repairs. The rep at the ************ me that only the necessary repairs would be recommended. Needless to say, I spent 2K on repairs that I trusted were necessary. The next day my car broke down on the way to work. I immediately called Honda and they were very nice about picking my car from my place of work. After work I made it to the dealership and they told me that my car was essentially totaled. This was a huge surprise to me as they had just repaired my car the day before. My car was drivable prior to them touching my car. As you can imagine, I ended up trading my car in for a 2016 HRV. I was assured that there were not issues with the car and that if anything occured it would be covered under warranty. Fast forward 6 months, and I'm on the side of the road with car broken down. I take it to another Honda shop and they tell me my whole transmission (CVT) needs rebuilding. I immediately called Honda of Chicago and notified them of the repairs I needed and they proceeded to tell me that the car was not under warranty and that I would have to bring it in to pay out of pocket for the rebuild. I relayed this info to the other delaership who promptly found my car was actually under warranty and that I would not be paying anything out of pocket. Fast forward to the next time I need an oil change and I decided to go to downtown of chicago for this simple service. I was told that I would need to drop my car off and leave it there for 1 week for an oil change. A simple oil change. Everyone who works there is pleasant, but they have no moral compass and are absolutely predatory. The first thing the service assistant told me when I brought my accord in for the first repairs was "and you'll see that we aren't out here trying to get peoples money, we care". Which I now realize was him having to say that because they are in fact predators and only care about making money.

  

  Business response

  04/12/2023

  
  ************************* (Service Manager)
  
  
  
  The repairs the client purchased  were for maintenance items we saw were needed. We supplied pictures and explanation of those items.The client agreed after we showed proof of the needed services. One concern the client had was a  rattling noise from the engine, we stated in video that there were no oil leaks and it could be an oil consumption issue that was a possibility of piston rings needing to be replaced. We performed an oil change and noted that the client would have to return in **** miles as is the Honda recommended procedure. The client took  the vehicle and it broke down due to the oil consumption issue. We made sure there was oil in the engine prior to leaving. We replaced the sway bar links, intermediate shaft bearing, renewed the brake fluid, cabin air filter, renewed the power steering fluid and replaced a drive belt. The failure the client experienced was from the internal issue with the engine that the client had been experiencing prior to the maintenance repairs unrelated to the engine.
  
  As far as the *** transmission repair, the vehicle had to be brought in in order to properly diagnose the issue. The client called the dealership and asked if his transmission was covered under warranty. He was over ***** miles on the odometer. So if he asked a general question such as that the answer would have been that the warranty for the transmission  expired as of ***** miles or 5 years of the selling date. Now Honda did make a warranty extension on this vehicle up to ****** miles or 7 years from the original selling date. But the vehicle has to be brought in to verify the failure on the *** belt prior to being able to warranty the transmission at that point. We were not given that opportunity because a general question was asked that the general answer is 5 years or ***** miles. ** all truth this is a claim that requires the vehicle to be present and involvement of the manufacturer. I hope this was helpful.

  Customer response

  04/19/2023

   
  Complaint: 19881418
  
  I am rejecting this response because:
  

  Hello. This case has absolutely not been resolved. Please re open or keep open.

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

  

  Business response

  04/24/2023

  
  ************************* (Service Manager)
  
  
  
  The repairs the client purchased  were for maintenance items we saw were needed. We supplied pictures and explanation of those items. The client agreed after we showed proof of the needed services. One concern the client had was a  rattling noise from the engine, we stated in video that there were no oil leaks and it could be an oil consumption issue that was a possibility of piston rings needing to be replaced. We performed an oil change and noted that the client would have to return in **** miles as is the Honda recommended procedure. The client took  the vehicle and it broke down due to the oil consumption issue. We made sure there was oil in the engine prior to leaving. We replaced the sway bar links, intermediate shaft bearing, renewed the brake fluid, cabin air filter, renewed the power steering fluid and replaced a drive belt. The failure the client experienced was from the internal issue with the engine that the client had been experiencing prior to the maintenance repairs unrelated to the engine.
  
  As far as the *** transmission repair, the vehicle had to be brought in in order to properly diagnose the issue. The client called the dealership and asked if his transmission was covered under warranty. He was over ***** miles on the odometer. So if he asked a general question such as that the answer would have been that the warranty for the transmission  expired as of ***** miles or 5 years of the selling date. Now Honda did make a warranty extension on this vehicle up to ****** miles or 7 years from the original selling date. But the vehicle has to be brought in to verify the failure on the *** belt prior to being able to warranty the transmission at that point. We were not given that opportunity because a general question was asked that the general answer is 5 years or ***** miles. ** all truth this is a claim that requires the vehicle to be present and involvement of the manufacturer. I hope this was helpful.
  

  Customer response

  04/25/2023

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

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They made me pay for things were on warranty, and things that they broke. Then, they gave me poor quality of repair to make me pay for more work to be done.

  

  Business response

  03/30/2023

  NEED MORE INFO SUCH AS REPAIR ORDER

  VEHICLE INFO

   

  THANK YOU

• Initial Complaint

  03/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought 2009 Honda CRV on 3/10/23 Started smelling exhaust fumes in 3/11/23 when I drove to and from gym with 7 month old child. Made appt for 3/13/23 to discuss w/ service ***** On my way to dealership, I had windows down and a N-95 mask on while driving to dealership. I made a pit stop to Autozone diagnostic check- nothing wrong with the codes on the vehicle. I called Honda corporate 3/13/23 to discuss concern & was told to talk to ** of dealership and to make complaint at BBB. Spoke w/ Sales Manager: *********************. He was taken back that the technician who did this check never informed him of this issue so he was never aware of this. Service ***** ran a diagnostic check & found out that previous owner replaced the catalytic converter and the gasket caps to the exhaust went bad causing a leak of exhaust fumes to go into the cab of the vehicle. I was told I need to make an appt for service team to work on area of concern and they had me leave in the 2009 honda vehicle I bought, I was not offered a rental or any other vehicle. I drove make home the same way I came > windows down & a mask on. Received a call on 3/14/23 from ********* from Honda corporate about situation I am going through with Honda dealership. Made a phone call to ** on 3/14/23; left a VM. Called again on 3/16/23 because I hadn't hear from him and that was his day off. I called again on 3/17/23, to speak to sales manager and **; only the sales manager called telling me he will fix the problem, but I assured him I am waiting for a call from the *** ****** replied the ** has been in meetings all day but will relay the message. Now, I wait for a call from the ***

  

  Business response

  03/20/2023

  SPOKE WITH GENERAL MANAGER *********************

  HONDA OF DOWNTOWN CHICAGO OFFERED TO REPAIR THE VEHICLE

  CUSTOMER WAS TO MAKE AN APPOINTMENT TO RETURN FOR REPAIRS

   

   

  THANK YOU

   

  *****

  Customer response

  03/24/2023

   
  Complaint: 19616812
  
  I am rejecting this response because: 1) I do not trust this dealership 2) sold a vehicle with a huge health hazard 3) they bought this vehicle at an auction and did a poor job at checking the vehicle before selling the vehicle 4) had a consumer fight for their rights about the vehicle and if they did the correct job before hand they would not have to deal with the repercussions of their inactions. It was due to their negligence that I am wanting to pursue further action. I do not feel safe with putting my child in danger again.
  
  Sincerely,
  
  ***************************

  

  Business response

  04/12/2023

  
  
  Per *********************:
  
  
  I repaired the exhaust on this car, I gave her 2 new keys and even replaced her rear brake calipers, brakes and rotors

   

   

  it has been resolved

  Customer response

  04/18/2023

   
  Complaint: 19616812
  
  I am rejecting this response because: they have not honored the wishes of the consumer. I have asked to return vehicle and receive a refund. This vehicle they sold was never inspected properly. I will continue to reject until they give a desirable result. However, this matter was dealt with was not in favor of the consumers wish because they would rather keep their reputation intact than to sell a reputable vehicle. I understand the need to cover their reputation; but I will not stand by and let this happen to me. That is why I will continue to fight. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 2/28/23 Agreed to sell my 2021 Honda CR-V Hybrid Touring to the dealer. They purchase price was agreed upon. Two sales reps told me when we signed the paperwork, it would take an hour for them to provide a check to me. They knew there was a loan on the auto through Honda ********* Services. This was reflected in the amount of proceeds I would get from the sale. I left the dealer to go to work and was planning to return later in the day to pick up the check. I got a call from someone in their finance office a couple of hours later that day. She said they could not pay me for the car until they retrieved the title from Honda ********* Services. This was after two of their reps telling me I would have a check the same day. I told her I either wanted a check or to get the car back. She stopped taking my calls and no one from the dealer will respond to my inquiries about when I will be paid for this car. They have my car and I have no check payment for the car and no information about when I will be paid.

  

  Business response

  03/14/2023

  check #***** was issued on 03/01/2023

  will research and respond

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2014 Honda Civic to Honda of Downtown Chicago (HDC) on 12/7/22 for a drive belt repair inspection. My car was operable with no dashboard warning alerts. When my inspection was done, they sent pictures and video showing my car dismantled, and said that although I only authorized an inspection, my car had been rendered undrivable by the technician and that they removed the second half of the tensioner bolt that had snapped from the engine. I then agreed to a drive belt and tensioner repair. The next day they called and said the threading from the bolt removal was stripped and that now I need an entirely new engine ($7,200). I called other dealerships and was told to get a second opinion. I towed my car for $150 at my own expense to ******************* Honda (****) where the car was in such a state that they couldn't even start it. Upon inspection, they found the other half of the snapped bolt--the one I'd been told was removed and the threading stripped--still in place. They repaired the drive belt and tensioner but when they started the car it was shaking with a check engine alert, and they said the fourth cylinder had misfired. **** says the only way for this issue to have occurred in this manner to a single cylinder was by maliciously removing the spark plug and pouring water into the cylinder, or, hydro-locking the cylinder, which caused a misfire and damaged the cylinder. This required repair to return the car to working condition and left me without a car for 7 weeks. I have reached out to HDC, and they were disrespectfully dismissive, took no responsibility, and said they will not be corresponding with me further. I filed a complaint with Honda Corporate (HC) who investigated and agreed with me. HC says they told HDC to compensate me but that they can't force compensation as HDC is an independently owned dealership. I am seeking compensation for my $150 tow and the $3,643.87 repair caused by their damages, totaling $3,793.87 in compensation from HDC.

  

  Business response

  04/13/2023

   
  This client brought car in for a noise coming from the engine area. We took the car in and found the belt tensioner bolt was loose and had broken off into the engine. This vehicle has a very unique design where if the belt tensioner bolt breaks and cannot be drilled out of the engine block the entire engine will have to be replaced. We whatever visible piece we could see out and explained to the client that we could make an attempt to drill out the rest and replace the bolt. But that there was always a possibility that the engine might need to be replaced in the event that the replacement bolt could not be installed. When giving ***** this option she wanted us to proceed with the repair with the reassurance that if the repair attempt failed that Honda of Downtown Chicago would replace the engine for free. I respectfully declined and she towed the vehicle out. Honda of Downtown Chicago did not charge ***** for any of the diagnostic we put into it. We have no clue how long she drove her car in this state. As far as I know she took the car somewhere else to be repaired. And now she is asking us to pay for her repair on her car that I we looked at,  at no charge. Honda of Downtown Chicago is respectfully declining ****** request again because we did nothing but look at her car. Remove a piece of broken bolt debris.

  Customer response

  04/14/2023

   
  Complaint: 19425905
  
  I am rejecting this response because: 

  This reply is incredibly misleading. They didnt speak to the damage they did to my car that led to me having to get repairs done elsewhere. Theyre trying to pass themselves off as the good guys for charging me nothing when in fact, their handling of my car resulted in thousands of dollars worth of damage.

  
  Additionally, their story has morphed over time (see their emails in the documents I submitted). They told me they removed said bolt and that in doing so, stripped the threading. They had told me that this is what required the new engine which was refuted by a reputable fellow dealership.

  
  I cant imagine that I am the first one to raise a complaint about them. With my research, I found this dealership has quite a reputation for such conduct. I suggest you review prior complaints to establish a pattern. I am not satisfied with this response as my complaint has not been addressed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Honda Downtown Chicago sold me a defective car, since the first day I drove the car home after signed the purchase, the car didnt accelerate after stops, I ran it in the highway and didnt work well (no more than ***** mph Same day I called the salesman (*****) to let her know and told her that I thought it was the transmission and that I dont want the car She spoke with the manager about it, and they decided to take it to the manufacturer ***** the car is a 2016 ************** diagnostic from *** is that the car transmission is not good Now Honda says I cant return the car and the problem is between the bank and me The car right now is in ***************, I lost ***** down payment and 250 towing and Im screwed The manager of Honda said I can bring anyone (lawyer, tv stations) he doesnt care I have the right to return the defective car, I returned it the same week I bought

  Customer response

  11/10/2022

   

   

  Just to inform that the car is not in my possession 

  The car is at Kia ****** in ***********, has been there since I returned to Honda Downtown the same week I purchased 
  
  

  Sent from my iPhone

  
  

  

  Business response

  11/29/2022

  will speak with ********************* - General Manager

  Customer response

  12/01/2022

   
  Complaint: 18058938
  
  I am rejecting this response because:

  its not fair this dealer sold me a defective car, I was allowed to tested and drive it only around the ********* mph, I didnt noted anything until I drove it home for the first time in LSD more than 40mph. TRANSMISION right now I dont have the car, I have the debt, I have no money, they kept my trade-in $1,000 and $500 down p

  this bossiness now is not responsible!

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

  Customer response

  01/10/2023

   
  Complaint: 18058938
  
  I am rejecting this response because:
  I already talked with this person GaryWexler the general managerHe didnt do anything, he was rude and what I want is they take the car back, they sold me a defective car (transmision) I havent fixed it, It is not drivable, my credit is damaged now 
  Sincerely,
  
  *****************************

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an service appointment for September 19, 2022 specifying that this appointment is for a new key. I then dropped my car off and talked to two different employees communicating that the only service I required was purchasing a new car key, including signing a service contract. I was then told that my key would be ready at 11AM. Since I work I had to pay for transportation to my work. I was then informed @11AM that there is a back order on keys for my car and there is no expected delivery date. It was also stated that these keys have been on back order for months. Therefore both my time and money were wasted.

  

  Business response

  09/30/2022

  ********************* spoke with customer about back key order 09/30/2022 09:48am. Working on getting key out of state. National search for key.

• Initial Complaint

  09/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold a vehicle to Honda of Downtown Chicago dealership on June 17, 2022. As of September 11, 2022 The dealer is refusing to pay me $8,849.76 for the residual value of the vehicle. I just want my money.

  

  Business response

  09/12/2022

  ************ Credit has yet to send a satisfied title. Title was sent to customers old address. Customer can get this expedited if he speaks with ************ himself. Unable to release check without a title. We have contacted ************ Credit and they are willing to send us a Lien release through US mail which may take another week.

   

   

  Customer response

  09/14/2022

   
  Complaint: 18010626
  
  I am rejecting this response because: Honda failed to make any contact with ****** for close to three months. I repeatedly called for status updates on the title transfer and ***** was completely unaware of anything. They had already sold the vehicle i. Question to another customer without title so they had no incentive to secure the title. They sat on their hands for months while I was forced to facilitate the entire transaction between the two parties. Honda is directly at fault for the transaction taking more than 3 months to compelte and still have no end in sight. 
  
  Sincerely,
  
  *********************

  

  Business response

  10/10/2022

  customer has been paid

  check #***** was cashed on 09/19/2022

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of service of vehicle was 6/15/2022, car was repaired as discussed and ready for pick up on 6/22/2022. I picked up vehicle at around 11 am on 6/22/2022. Had a conversation about the communication between the dealer and the guarantee company and some discrepancies. Went home at around 3pm went out to run some errands and noticed that there was water like stains on the drivers and passenger seats. I called the dealer to speak to the service writer about my findings, he was not available and a message was taken. At around 7pm, my husband took the vehicle back to the dealer to speak to the general manager and my husband was told he would call me to arrange a pick up or drop off of the vehicle to examine the seats. The manager would call to arrange this for the next day. I never received a call, text, email. I then called the dealer and left several messages through out the day. Friday came around and no response. So called at least 3x on Friday. They also indicated they would review video. I have been calling everyday since I picked up the vehicle, have not been able to speak to the service writer, service manager, general manager. I emailed general manager (*********************) on 6/23/22, I emailed Service Manager on 7/6/22 and neither of them have responded. There was damages done to my car while the vehicle was under their care. I would like to resolve this and I have been patient with the dealer. I have run out of patience, no calls, text, emails have been attempted to resolve my findings. I am asking for BBB to assist, since dealer has not returned 1 of many calls.

  

  Business response

  07/22/2022

  I will discuss with ********************* today

  Customer response

  07/22/2022

   
  Complaint: 17539404
  
  I am rejecting this response because:
  They are not offering a solution to my complaint.  What does I will discuss with ********************* mean? That is the same response i have been getting from the very first day of complaint.  The general manager, service manager and service writer know the exact issue and are not coming up with a solution.  They told me the same thing 3 days after my complaint.  Now its 1 month later and they have not communicated me a solution or a plan to repair the damages.  
  

  My request is repair of my damages.  This business has had more than enough time to discuss my situation/complaint.  I am asking for action not more discussion.  I want my car damages to be repaired.  The business is just dragging their feet and do not want to resolve.  Offer a solution not a discussion.  We have had that discussion multiple times. 
  Sincerely,
  
  *****************************

  

  Business response

  08/11/2022

  *****,

   

   

  In response to the accusations about his seats is absolutely false. **************** picked up his  car and called back later that day stating that we must have sabotaged his seats with Acetone damaging his seats. First I find it very strange that he would choose such a specific chemical of choice to explain the damage on his seats. The work we performed on his car was the following approved by his extended warranty:

  • Drivers rear wheel bearing
  • 4 wheel alignment
  • Replaced the lower control arms

  At no time did we perform any work on the seats. For some reason **************** thinks that we damaged his seats. Every transaction with **************** has been confrontational. **************** always feels the desire to remind the consultant he is dealing with that he is a automotive technician himself. Every time we communicate the diagnosis of the car , **************** second guesses our diagnostics, even when the extended warranty adjustor coincides with what we are saying is wrong with the car. **************** is always confrontational, he refuses to understand that a adjustor can take days to come out to authorize the repairs covered by the extended warranty. Even with all that being said, we have time and time again repaired his car while being subject to his verbal abuse to our service writers and including myself. I always wonder why when a person feels that each time they are getting terrible service, why do they continue to come back here. If **************** is not happy with the service here, he reserves the right to take it to  Honda dealership. As of right now I feel that Honda of Downtown is being victimized by this client and his false claims are subject to a direct attempt to defame the integrity of this service department and it will not be tolerated any longer.

   

   

  Sincerely,

  *********************

  Fixed Operations Director

  Honda Of Downtown Chicago

  C: ************

   

*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. ↩