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:01/31/2025

  Type:Product 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 used car on 12/27/24 from AutoNation Honda O'Hare, paying by credit card cash. On 12/31/24 I returned the car because I took it to my mechanic right away and they told me there were many issues with the car, implying they sold me a bad car that was dangerous to drive. To indicate the extent of the poor quality, on my way to return the vehicle it kept jerking and shaking even though I wasn't pressing any pedals. I came in expecting to get a full refund because their policy on used vehicles sates, you have five days to see if you like the car, and if you don't and it's returned within those five days, you would get a full refund sated by the five day money-back guarantee. The day I came in to return the vehicle I asked to speak to my sales agent who directed me to a used car manager to handle the return. They told me that the card would be refunded in ***** hours and that a check will be mailed to me for the portion I paid in cash that would arrive in ***** business days, and they assured me I could call with any questions. I checked after 48 hours and there was no refund. I checked frequently but I didn't call them because I decided to wait to see if the charge would be refunded at the same time I'd get the check. Once the 15 days were up I called the manager with the intent of asking if they knew anything about the refund because the card wasn't refunded and I received no check. The manager didn't answer that or many other calls until one day where they told me they would refund the card charge later that day and check with the financial department at the dealership about expediting the check. I didn't get a refund and I called them frequently to get more information on why the process was taking so long but they failed to answer my calls or voicemails. I decided to dispute the charge before it went on my statement and only then did they refund the card but I still have not gotten the check. It's been almost a month and I still haven't gotten a refund. 

  Business Response

  Date: 02/03/2025

  To whom it may concern-

  I wanted to inform you that the check request was sent to our ********************* and was processed on January 29, 2025. Both the check and refund have been successfully processed, and Ive attached the relevant backup documentation for your reference.
  Please let me know if you have any questions or need further assistance.

  
  Best regards,

  
  ***** ******
  General Manager
  Autonation Honda O'Hare

  Customer Answer

  Date: 02/09/2025

   
  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

  Date:01/23/2025

  Type:Product 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 09/07/2024 I financed a new vehicle. The total was $42,939.46 which included extra services such as gap protection, Honda care maintenance, and vehicle protection plan. On 10/01/2024 I went back to the dealer because I changed my mind and decided to cancel the Honda care maintenance and Vehicle Protection Plan. Honda Care Maintenance plan was $1,699.00 and Vehicle Protection $3,499.00 adding a total of $5,198.00. I signed a product cancellation request and ***** ****** who is the Finance director submitted this documentation. I was told it was going to take from 3 to 6 weeks to process cancellation and get a refund. Seven weeks passed by, and I didn't see any refund on my account. I went back to the dealer on 11-23-24, talked to *****; he suggested to wait a couple more weeks in order to call the cancellation office. I asked him for the number and I myself offered to call that number, but he said there was nothing I could do about it because only the dealer have the authority to summit any cancellations. I waited a couple more weeks. I received my third account statement and there was no sign of any cancellation or refund. Went back for a third time to the dealer. This time I spoke to a different dealer employee. His name is ******. ****** advised me to call the cancellation office and provided me with the information. He mentioned that in order to process any cancellations I was the person to do it, not the dealer. I was so confused because the finance director said something different and I feel that ***** didn't want to cancel these extra services which I think I don't need. On 12-13-24, I called the cancellation office and started my cancellation request for the Honda care maintenance and vehicle protection plan. On 12-16-24 cancellation was signed and submitted. I was expecting a refund of $5,198. 00 but on 12-31-24, Honda ********************* send me a letter telling me I will get a refund of $1,561.87 which I don't understand.

  Business Response

  Date: 02/03/2025

  To whom it may concern:

   

  Autonation Honda O'Hare cancelled request per customers request and set to **************** and Vehicle protection plan. Customer was refunded per **************** and Vehicle protection plan program as listed on the back of the contract. 

  Please let me know if you have any other questions 

  Sincerly,

  ***** ******
  General Manager

  Autonation Honda O'Hare 

   

   

• Initial Complaint

  Date:01/18/2025

  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 purchased a Honda Pilot 2021, at this location in 2021. In late 2022 there was a recall on Pilot's side view mirrors for either shaking or falling apart. My vehicle's passenger side view mirror came off, according to the recall, in mid-2023. Since this issue was under recall, the Honda recall department coordinated with Autonation Honda O'Hare and replaced it for free of charge. However, last week, my vehicle's driver side view mirror also came off too. This time, neither Honda recall department or Autonation Honda O'Hare refused to replace it. The person I first spoke to at Autonation Honda O'Hare's service department name called ******* was very rude and refused even listening to my concerns. However, I tried to contact Honda recall department, and they mentioned that the recall does not exist any longer. Therefore, they are unable to pay for it.I do not recommend buying any Honda products to anyone, because when it is comes to recall or safety, they do not care about the customers. 

  Business Response

  Date: 01/22/2025

  Dear ******** Zain,

   

  I wanted to inform you that the recall was completed on 3/15/2023. However, there are no repair orders in our system related to this recurring issue. *******, we would be happy to reach out to Honda for further assistance, as this will require an inspection.
  Could you please let us know when you would like to schedule an appointment for Autonation Honda O'Hare to examine the vehicle?

  
  Best regards,

   

  ***** ******

  General Manager

  Autonation Honda O'Hare

  
  

• Initial Complaint

  Date:01/08/2025

  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.

  I am writing to express my concerns regarding improper service performed on my vehicle by AutoNation Honda OHare , located at *****************************************. The service in question occurred on October 2, 2024, and included a wheel rotation performed by **** ******, a technician at the dealership.Recently, I experienced an issue with my vehicles rear wheel, which appeared loose. Upon having my vehicle inspected by another Honda dealership, I was informed that the lug nuts and other wheel components were not properly tightened during the prior service. This negligence has caused damage to my rear wheel and its associated components.The details of my case are as follows: Vehicle Identification Number (VIN): ************************** Performed: Wheel rotation and maintenance Mileage at the Time of Service: ****** Current Mileage:131605 -the damaged cost: $1982.86 The inspecting dealership confirmed that the damage is directly attributable to improper servicing during the wheel rotation. Despite this evidence, the service manager ****** Buelvasv at the original dealership has denied responsibility for the issue. This is particularly concerning because the dealership provides a written guarantee for repair work for 12 months or ****** miles, and I have driven fewer than ****** miles since the service.

  Business Response

  Date: 01/13/2025

  To whom it may concern, 

  **** ***** vehicle had service completed on November 6th 2024 replacing A/C Condenser and front sway bar links at ******* miles. Vehicle was inspected and no issues were found at the time and operated normally. In the inspection report provided it shows the rear Shock absorbers are blown and need immediate replacement. This causes excessive vibrations and impact and stress on the wheel studs. **** was advised in October and November these items were needed immediately. Regular inspection to tires, lug nuts are advised when shocks are needing replacement. Autonation Honda O'Hare torques tires per manufacture requirements. Autonation Honda O'Hare is not responsible for customer's repair or replacement of Wheel or Hub. 

  Please let me know if you have any other questions. 

  Sincerely, 

   

  ***** ******

  General Manager

  Autonation Honda O'Hare 

  Customer Answer

  Date: 01/19/2025

   
  Complaint: 22785972
  
  I am rejecting this response because:

  Thank you for the opportunity to respond to the statements made by AutoNation Honda OHare regarding my complaint. The dealerships defense lacks validity and fails to address the core issues surrounding their negligence. Below, I provide a clarification and compelling evidence to refute their claims.
  
  
  1. AutoNations Claim: No issues were found at the time and the vehicle operated normally.
  During my October 2, 2024 service, a wheel rotation was performed by **** ******. A follow-up multi-point inspection on November 6, 2024, also by AutoNation, failed to detect or address the loose lug nuts and other issues caused during the initial service.
  Despite my concerns and the noise I heard, I was reassured during both visits that my car was operating normally. If proper inspections had been conducted during either service, the loose lug nuts would have been identified, preventing the subsequent damage.
  
  
  2. AutoNations Claim: The inspection report shows the rear shock absorbers are blown and need immediate replacement, causing excessive vibrations and stress on the wheel studs.
  Relevance Misrepresented: While rear shocks may contribute to vibrations, they are not the root cause of loose lug nuts or improperly tightened components. Loose lug nuts are a direct result of improper tightening during the October 2 wheel rotationa service performed by AutoNation.
  Negligence in Notification: During both the October 2 and November 6 visits, I was not properly informed of the urgency regarding the replacement of the rear shocks. The advice AutoNation references was vague and lacked the necessary explanation of potential consequences.
  Warranty Misrepresentation: Additionally, Service Advisor ******** **** informed me during the November 6 visit that my extended warranty would not cover the cost of replacing the rear shocks. However, upon review of my warranty terms, it is clear that the shocks are covered. This misrepresentation further delayed addressing the issue, exacerbating the problem.
  Misplaced Blame: Even if vibrations caused by worn shocks contributed to stress on the wheel studs, they are secondary to the primary issue: AutoNations failure to properly torque the lug nuts during the October 2 service. This was confirmed by a third-party Honda dealerships inspection.
  
  
  3. AutoNations Claim: AutoNation torques tires per manufacturer requirements.
  Contradicted by Evidence: If the lug nuts had been torqued to manufacturer specifications during the October 2 service, they would not have come loose. The third-party Honda dealerships inspection confirmed that the damage resulted from improperly tightened lug nuts, not regular wear or secondary factors like vibrations from worn shocks.
  Ongoing Neglect: The November 6 inspection failed to detect the improperly tightened lug nuts, despite this being a routine check for any professional multi-point inspection. This oversight further demonstrates a lack of diligence on AutoNations part.
  
  
  4. AutoNations Claim: Regular inspection of tires and lug nuts is advised when shocks are needing replacement.
  Irrelevant to the Incident: Regular inspections of lug nuts and tires are a basic responsibility of the service provider during any routine maintenance, including wheel rotations and multi-point inspections.
  Professional Responsibility: AutoNation was responsible for ensuring all lug nuts were properly secured during the October 2 wheel rotation and should have detected the issue during the November 6 follow-up inspection. Shifting blame to the customer for failing to inspect lug nuts is unacceptable, especially when the issue was caused by AutoNations own negligence.
  
  
  5. AutoNations Claim: AutoNation is not responsible for the customers repair or replacement of the wheel or hub.
  Breach of Warranty and Responsibility: AutoNation provides a 12-month/12,000-mile repair guarantee. At the time of the incident, I had driven fewer than ****** miles and was well within my 12 months since the October 2 service, and the issue directly resulted from improper service performed during that visit.
  Impact of Negligence: The improperly tightened lug nuts caused significant damage to my wheel and hub, nearly resulting in a serious accident while my young children were in the car. This traumatic event could have been avoided had AutoNation fulfilled their responsibility to properly service and inspect my vehicle.
  
  
  Conclusion
  
  
  AutoNation Honda OHares defense is based on irrelevant or inaccurate claims that fail to address the root cause of the problem: negligence during the October 2 service. Their failure to properly tighten the lug nuts, compounded by their inability to detect the issue during the November 6 inspection, directly led to the damage and placed my familys safety at risk. Furthermore, their service advisor, ******** ****, misrepresented my warranty coverage, delaying critical repairs that could have mitigated the situation.
  
  
  I urge the BBB to hold AutoNation accountable for their actions. I am requesting full reimbursement for the damages caused!
  
  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/29/2025

  Thank you for providing that additional information. We will need additional time to provide an update regarding this matter.

  Thank you. 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22785972
  
  I am rejecting this response because:
  
  Thank you for your response. However, I am extremely dissatisfied as my car has been sitting without repair for an entire month accumulating unnecessary fees, and fines, causing me to miss work. Since filing my complaint on the BBB, no one has contacted me with any updates. I need a definitive answer on this matter immediately.

  
  
  I expect a prompt resolution.
  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/03/2025

  To whom it may concern:

  Thank you for reaching out. Autonation Honda O'Hare completed your wheel alignment per the manufacturer's specifications at the time of service. After you drove nearly ****** miles and brought your vehicle in for additional service, no issues related to the alignment were raised with the service advisor.

  We understand this situation is unfortunate, but based on the work completed and the time since the service, Autonation Honda O'Hare is not responsible for the current issue you're experiencing.

  Sincerely,

  ***** ******

  General Manager

  Autonation Honda O'Hare 

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22785972
  Dear Mr. ******************** you for your response. I would like to clarify that I have not driven anywhere near ****** miles since the alignment was completed. Additionally, even if that mileage were accurate, I am still within the time frame for repairs according to your warranty policy.
  Given these facts, I kindly request a re-evaluation of my situation. I look forward to resolving this matter promptly.
  
  
  Sincerely,

  
  
  **** *****

  Business Response

  Date: 02/12/2025

  To whom it may concern:

  
  Thank you for reaching out. Autonation Honda O'Hare completed your wheel alignment per the manufacturer's specifications at the time of service. After you drove nearly ****** miles and brought your vehicle in for additional service, no issues related to the alignment were raised with the service advisor.

  
  We understand this situation is unfortunate, but based on the work completed and the time since the service, Autonation Honda O'Hare is not responsible for the current issue you're experiencing.

  
  Sincerely,
  ***** ******
  General Manager
  Autonation Honda O'Hare 

• Initial Complaint

  Date:10/16/2024

  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.

  On 8/7/24 I picked-up my new CR-V and found out the next day that several dealer added options that I were paid for, were not on the car. As it stands now, we were repaid for several of the add-ons, but not for the sales tax paid for those items. One of the other add-ons is Appearance Protection and, we have no way of knowing if this was applied to the car. Should this also have not been provided, but paid for, we should receive additional refund of $764.15. The day after purchasing the car (8/8/24), I visited the dealership where they confirmed the door edges guards and tinting were not on the car. It wasn't until Aug 13th, after numerous attempts, I received the refund for these two items but not the sales tax. Additionally, the salesperson discarded the manufacturer's original window sticker and claimed he couldn't recover it. The dealership has been uncooperative about, refunding the sales tax, nor giving me proof that the $764 Appearance Package was applied, and lastly the obtaining a copy the manufacturers window sticker that the salesperson claimed he couldn't recover from the dumpster. He discarded it and told us he didn't think we wanted it. It is my understanding that the sticker has to be provided by law.

  Business Response

  Date: 11/12/2024

  Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

  Thank you. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22433378
  
  I am rejecting this response because: There should be no reason to delay settlement of these issues.   Further investigation shouldn't be necessary since these issues were confirmed by a management and a commitment was made by the dealer's general manager to send the sales tax refund and obtain a replacement manufacturers window sticker. This has been going on for over three months now.  
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/15/2024

  To whom it may concern, Autonation Honda O'Hare refunded **** ****** for Appearance Protection and Windshield Protection. Autonation Honda O'Hare did install the product on his vehicle before delivery inside and outside his vehicle.  Autonation Honda O'Hare ordered a new Maroone Sticker from American Honda. 

  Please let me know if you have any questions

   

  Sincerely,

   

  ***** ******
  General Manager

  Autonation Honda O'Hare 

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22433378
  
  I am rejecting this response because:
  

  True, the business did a partial refund the monies paid for window tinting and door guards which were not on the car.  They however have not yet returned the sales tax portion.  Additionally, the Monroney sticker which the salesperson discarded without our permission has not been replaced, even though this had been promised last August when we picked up the car.
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/22/2024

  To whom it may concern, Autonation Honda O'Hare will reorder the Original Maroone sticker and submit a check request for the difference in tax. **** should receive the check in 10 days. 

   

  Sincerely,

   

  ***** ******

  General Manager

  Autonation Honda O'Hare 

• Initial Complaint

  Date:09/03/2024

  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.

  The air conditioner stopped working within the first year. Multiple times the car was brought in for this reason. Eventually, I was told that the warranty expired and that any service to the A/C would now be out of pocket. I pointed out that the car was brought in when under warranty, more than once. Each time a band aid fix worked briefly (a few weeks). I was informed that to truly fix the problem, it would cost between $3,000-$4,000.About a year ago I received a recall notice from Honda about the A/C. Thinking that FINALLY this problem would be resolved, I brought it in to AutoNation where I was told to leave it and you would be in touch. I started getting unexpected text updates about inspections on my car and then was informed that I would have to pay for this inspection (several hundred dollars). I refused saying that I brought it in for the recall only and if you were saying the only way you would fix the car was to have me first pay for a standard inspection, well that was a shady operation. They did not make me pay for that undesired inspection but also did not fix the car.I have taken my car to other car service operations that are unable to address it. The last one (last month at Signature Auto in *****************) told me that their diagnostics showed a contamination in the A/C that made it so that they would not touch it. It was AutoNation that was the last one to service it prior to this. After all these years I have had to drive a car without a working A/C from the start. It has prevented me from using it on longer drives when the temperature outside is hot as it is throughout the summer.I filed a complaint to Honda along with all receipts. I also contacted the Corporate Honda Headquarters and Chairman of the Board. I received a reply that they were closing the case.      

  Business Response

  Date: 09/12/2024

  To whom it may concern, 

  Last time we saw this vehicle was 9/12/2019 when the service were performed regularly at our center. In July ******* we performed Honda Recall ******. Noted on the ** was the A/C suction hose was leaking and quoted at $840.00. This repair was not included in the recall. There was a 4 year gap in services at our location which could have prevented such a large repair bill. Customer was advised of charge and took vehicle only having us completed the Honda Recall. 

  Please let me know if you have any other questions

  Sincerely,

  ***** ******

  General Manager

  Autonation Honda O'Hare 

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22233020
  
  I am rejecting this response because:

  As you can see from the receipts I submitted prior (and Honda's records), when the car was brought in both June and August 29, 2019, it was NOT for regular service.  My reason for bringing it in was as stated on the invoice that the "A/C blows warm". .At that time they said the "condenser was leaking". Whatever "fix" was done, worked only temporarily. While the next years was during the pandemic and the car was rarely used, I still brought it in to at least two other auto facilities to try to fix the A/C blowing hot air since Honda seemed unable (or unwilling to honor the warranty) to remedy this.

  When I brought it in the last time, was when I was told that I would have to pay to fix the problem that I have been trying to get fixed for years from Honda to no ******** already stated, the diagnostics at Signature Auto (done shortly after Honda had the car) showed a contamination that made it impossible for them to make the repair. The contamination HAD to have been made by Honda as they were the ones who "serviced" the car last.

  All I have ever wanted from the get-go was to have a working A/C and not one that worked for a few months just to start blowing hot air again. I would like for Honda to please simply provide that service that should have occurred years ago when I first started bringing it in for this problem.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/03/2024

  Customer has a year warranty on the warranty part we replaced per Honda. If part is defective that was a warranty replacement part per honda's bulletin I am happy to call Honda to see if they will fix this for you. 

   

  Sincerely,

   

  ***** ******

  General Manager

  Autonation Honda O'Hare 

• Initial Complaint

  Date:07/08/2024

  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.

  5/31/24 Inquired about '24 Civic Si in stock on lot. To expedite purchasing process, I completed online credit application with ANHO. The loan terms provided were not acceptable-I contacted my bank (Bank of America) and got my own vehicle loan. 6/4 Appt with ANHO to purchase vehicle. I was asked to fill out a paper loan app despite having completed online. I was told they needed a paper copy. The finance mgr presented me with a different loan from BofA with a higher interest rate than the loan approval letter I gave them. I called BofA from the dealership and was told my loan was approved and they just needed to follow the instructions on the letter. Three hours later, I was still being told my loan was awaiting approval. It was 7PM and I needed to get home to my daughter. I told them I would return the following day to finish the purchase. I was told by my sales *** that she wouldn't be there and that "someone else was looking at the car anyway". 6/6 Call to BofA confirming my approval loan and being told **** took out another credit application on my behalf with them so now it looked like I was trying to purchase two vehicles at one time. EMAIL from ANHO stating **** declined my loan. I called ANHO explaining their error with the loans. I was told by their finance mgr that any dealership I walked into was going to decline my loan and he ended the conversation saying, "by the way, we sold the vehicle anyway". 6/7 Call to BofA: bank filed an escalated complaint w/dealership. I found a vehicle at another dealership but it won't be available until 8/24. My loan terms have expired and I will need to reapply. 7/8: received a letter from 5/3 Bank stating ANHO processed a credit application on my behalf and they are declining it due to "loan value too high in relation to number of recent inquiries" I am requesting ANHO contact the credit bureaus and have these inquiries removed from my credit ***ort so that I don't have issues purchasing my vehicle next month.

  Business Response

  Date: 08/03/2024

  To whom it may concern, 

  We collected a credit application from customer and submitted it to Bank of America. Unfortunately, the income listed on the application was not the same as the customer stated to Bank of America which caused an issue with the approval. The bank then requested proof of income which customer did not want to provide which caused her application to get declined. 

  Please let me know if you have any questions

   

  Sincerely,

   

  **********************;
  General Manager

  Autonation Honda O'Hare 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21958730
  
  I am rejecting this response because: the response from the business is not truthful.  I brought in a loan APPROVAL to the dealership (attached in the original complaint). The original dealership pre-approval percentage they quoted me (I can provide this) was too high of an interest rate, so I applied for my own auto loan directly through Bank of America. There was no need for the business to require proof of income at this point (Bank of America has also confirmed this with me); however, I DID SUBMIT proof of income per their request and can provide emails with this evidence.  The issue here is that the dealership tried to apply for a second loan on my behalf hoping I would accept their loan and terms, so it appeared as if I was trying to take out two loans simultaneously and therefore, did not have enough income to approve the second (unneeded) loan. I have several documented calls to Bank of America (one call while I was at the dealership) all affirming that my loan was approved and "same as cash/check".  Bank of America has also filed a joint complaint on the dealership from them and myself on this issue. I am happy to provide documentation or have Bank of America join on a third party call.  I am only asking that the dealership have the SEVEN inquiries removed from my credit report.   
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/28/2024

  To whom it may concern, 

   

  Autonation Honda O'Hare submitted the request to Bank of America per their program. We use the rate or term provided by the Bank of America. Please let me know if you have any questions. Thank

   

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

  General Manager

  Autonation Honda O'Hare 

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 21958730
  
  I am rejecting this response because: Again, the response is completely untrue.  Attached in the zip file you will see my original LOAN APPROVAL letter with which I walked into the dealership. Another attachment is a second loan application matching those terms that the dealership tried to take out on my behalf. To the bank it looked like I was trying to finance two vehicles and take two loans simultaneously so they asked for proof of income (I found this out after three calls to BofA on 6/5 ********; 6/6 Cici and 6/7 *****-all of which are documented with a complaint against the dealership for not processing my loan properly.  The dealer responded to this by offering me another loan at a higher interest rate with no POI. I politely declined their offer because the higher interest rate put me in a payment above what I wanted to budget for my car payment.

  Additional attachments are emails to my salesperson while I was sitting in the showroom (see dates and times on emails) showing proof of income they requested and that the dealership has now accused me twice of "refusing to provide". There are paystubs and bank statements.  I offered several times to provide a tax return but was told that would not be necessary and that I had "nothing to be concerned about".  I've also provided the original quote from the dealership that quotes interest rates of 8.94% and *****% which prompted me to go get my own financing (the attached LOAN APPROVAL from Bank of America).

  Again, I am not seeking to do any further business with this dealership. I am only asking they contact the credit bureaus and have the multiple hard inquiries removed from my credit report stating they were made in error. They should have only needed to run ONE initial inquiry for the initial quote they gave me.  I brought in a loan approval ready to purchase a vehicle.  No further inquiries or proof of income was necessary.  I am happy to contact BofA and provide communication regarding this issue if the dealership is unwilling to cooperate. Please reach out if you are unable to access the zip file containing documentation of loan approval and demonstrating my cooperation with the dealership of unnecessarily needing to provide proof of income

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

• Initial Complaint

  Date:06/21/2024

  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 purchased a new Honda CR-V from this dealership on May 7, 2024. Everything was fine until we got to the final step with the finance officer. He put on a hard sell for and extended warranty agreement. After additional research afterwards, I have found that he provided me with false information which had swayed us to purchase the agreement. In addition, he said i could cancel in 45 days for any reason. The contract states we can cancel within 60 for any reason and obtain a full refund. I am trying to cancel the agreement and am getting a run around. I contacted the plan administrator. They told me I had to go to the dealer to cancel. When I went to the dealer, they said I had to call the administrator. I told them I did that and they sent me to the dealer. They then gave me a phone number and web site for *************************************************** I contacted them and they sent me back to the dealership. I believe they sold me this product under false pretenses and are now making it difficult to cancel. I simply want to cancel this agreement which is allowed under the terms of the agreement and get my $1599 back.

  Business Response

  Date: 06/21/2024

  To whom it may concern, 

  Cancellations are handled directly with a customer service rep at ************** or ************************************************ Hours of Operation are Monday - Friday 7:30 am - 7PM.

  Please let me know if you have any questions

   

  Sincerely,

   

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

  General Manager 
  Autonation Honda O'Hare 

• Initial Complaint

  Date:01/13/2024

  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 feel this business is doing Bait and Switch for services.I scheduled an online appointment for ****************** Change for my CR-V. It supposed to be $59.99 + tax for Full synthetic oil with tire rotation.When I reached there for my oil change, associate ( Advisor # **** ) said that is not valid for my type of car. But din't mention which type of car will have that promotion applied. So they were not honoring the promotion for my CR-V.I said that is fine, can I have just full synthetic oil and he mentioned it will be $79.99 + tax and no tire rotation. I said why more? Lucky I had another coupon for $54.99 on my phone and showed him. He said sure he will honor that but he wasn't willing to show me what kind of full synthetic oil is being changed or showing me an order. He was not willing to be cooperative at that time. He mentioned that, you will be able to see the order details in the final printout.The window sticker that has been placed by this dealership shows that next oil change is due in **** miles or in 3 months. If it was full synthetic then it supposed to be good for 7000-10,000 miles or 1 year. Why it shows **** miles or 3 months?My service Invoice is # ******.When I see my final print out it says "********* 00W20-BAS-L02DRM P0W20SYN" - I hope this is full synthetic and not a blend oil.

  Business Response

  Date: 02/01/2024

  We spoke to ************** on 1/16/24 and explained the different service Autonation Honda O'Hare offers. He chose prepaid maintenance pricing which doesn't apply to his vehicle. Autonation ****** advised him of the service required on the vehicle and applied the *********************** price. We only use Honda oil full synthetic which we put in his vehicle.

  Thanks

   

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

  General Manager

  Autonation Honda O'Hare 

   

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21141967
  
  I am rejecting this response because:

  As I explained during call with manager on 1/16,

  I want to make sure Ohare Honda updates their website so once we put the ViN number, it should only allow to pick the right services and not Prepaid maintainance service or anything else which doesn't apply to the specific vehicle that customer has. There was no other option for full synthetic oil service other then what I picked after putting VIN.

  Also I requested manager to have their service staff be helpful to customer when they ask specific things like seeing the order or when trying to understand the service order they have put in the system.

  Are those two action being taken by the manager?

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

  Business Response

  Date: 02/19/2024

  To whom it may concern, 

  ************* picked the Prepaid option when selecting his oil service. There are 2 options online due to Autonation prepaid maintenance and customers with out pre paid maintenance. Customer had coupon that we did apply. ******************** does use full synthetic oil which is a Honda requirement. 

  Sincerely,

   

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

  General Manager

  Autonation Honda O'Hare 

• Initial Complaint

  Date:11/29/2023

  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 bought a Honda Odyssey from this business on 9/7/2023. I told them I would register the car in ********* and would pay the tax and registration myself. They did not give me the Manufacturer Certificate of Origin (***) and they did not even sign any of the paperwork. I realized *** is needed for registration and title on 11/27/23 and called the salesperson *********************** and he told me the *** would be emailed to me by the Controller. I waited but did not receive that. I called him on 11/28 and he said he would follow up but that was only possible at noon, seemingly unhappy with my calls. I went to DMV and DMV noticed the paperwork was not even signed by Autonation and only had my signatures, and I called *********************** again and finally he faxed the paperwork to DMV. But then DMV told me though this enabled me to register the car, I could not have my title as the *** is still needed. I emailed *********************** and left voice messages on his phone but didn't get his response. I talked also to the General Sales Manager *************************** on late afternoon of 11/28, and he said he "sent a request" to find out whether the *** will be mailed to DMV or me. But he did not explain to whom he sent the request, when I would get an answer, etc. I waited for a whole day today but did not get any reply from either ******* or ******. I need the *** for my title.

  Business Response

  Date: 11/30/2023

  PLEASE SEE ATTACHED.

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  Hi, thanks so much! AutoNation sent me the *** today, so it seems this matter has been resolved.

  Sincerely,
  
  Tingting He