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:01/29/2025

  Type:Sales and Advertising 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 new CR-V from Elgin Honda last year. The process took 5 hours, and multiple mistakes were made with the lease financing, resulting in a refund check being issued for nearly $1k. I repeatedly showed the right calculations to the finance manager and was dismissed over and over again.I was pushed into three separate protection programs, and called the next day to cancel all three. They said they couldnt cancel them, but if I had no claims on them, Id be refunded 100% when I returned the lease. Im now selling the car, and went to get my refund so the terms of the plans didnt stay with the car. They refused the refund as promised and instead prorated it to 66% (penalizing me a year of a three year lease) and took a cancel fee of $50 from each plan.I am seeking full refund of all plans as promised by dealership.

• Initial Complaint

  Date:01/22/2025

  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 purchased a vehicle in April 2024. I told the sales manager I could not get the down payment until the following week because it was in a separate account. He said this was fine. The following Monday I had calls and texts about paying the down payment that day because they had month close. Which was fine. I said I could put it on my credit card but I would like to be refunded the $150 credit fee. They agreed. After multiple texts, calls and emails I have gotten no where. I even went to corporate and it has still not been resolved.

  

  Business Response

  Date: 01/25/2025

  Dear BBB, 

  Our general manager **** spoke to the customer this week and agreed to get her the $150.  Sorry for the delay. The customers last name wasnt matching in our system.   She will be refunded the money. 
  Thank you!!

• Initial Complaint

  Date:10/20/2024

  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.

  Purchased a new/used **** Mustang 2020 of last year Oct. off the show room floor. MINT condition with only ***** miles on it, virtually brand new vehicle took it for a 5 minute test drive and purchased it with cash ****** with added seal coat top and bottom. 6 months later entire spoiler bubbles and peals down to the metal also entire trunk top and bottom is bubbling the paint. I call as soon as it happens. They say it is documented right away. When can I bring it in. I live 2 hour drive away so it takes me awhile to get in show them the car let them take pictures they send me on my way and say they will get back to me on it. We discuss on phone that I feel their responsibility to sand down and repaint it bring it back to them drop off received a loaner car no one is available to talk with about it so I informed the service manager of whats to be done, once again Im waiting to hear back week later they want me to spend 800 or 1200 for a new spoiler to be put on. I say NO I will provide spoiler in the process its still sitting there not being inspected I show up later with the part no one manager is available to talk with so I drop off part telling yet another employee whats supposed to happen they switched me to another loaner? They call back in time and let me know they can only repair top of trunk not bottom? Cant properly explain why however for more money they could do it. Now I am ****** theyve had my new car for 2 months I said I just want it back this is what I was sent as the finished product thought I could show pics the top of trunk is repaired however the bottom by logo is unfinished paint bubbles everywhere

  

  Business Response

  Date: 10/25/2024

  Dear BBB, 

  Here is an update from our Service Manager *******, who has been in contact with the customer throughout this process. 

   

  Ms. ******* brought her vehicle in on 8/28/2024 for the issue with the paint as she described in her complaint. The paint on the trunk and spoiler area was peeling and bubbling. The trunk area and spoiler on this vehicle were painted by Carnica prior to it being sold by us. *** from Carnica came out to inspect the vehicle and advised us that he did not fully believe that the new issue with the paint was due to defect or poor workmanship, and instead believed there may have been some outside influence. Despite this, he worked out a deal with sales that he will cover any labor costs to **** the paint work. He did highly advise to replace the trunk and spoiler however as it would be difficult to fully sand down and repaint the parts to a point in which the customer would be satisfied. However, *** further stated that he would not cover the cost of the replacement parts. Customer spoke with the sales management team (I believe ***** primarily spoke with the customer). I cannot speak to the specifics of the conversation but from what I understand, it came down to the customer being responsible for replacement of the parts but they would be offered at internal cost. Customer supplied her own spoiler but did not wish to replace the trunk and opted to have it sanded down and repainted instead. Carnica picked up the vehicle and further found that the back panel that holds the Mustang emblem is separate from the trunk assembly and is plastic, so it cannot be sanded down and repainted. It would be required to be replaced in order for it to look right. I personally called the customer at this point and explained why that piece could not be repainted. She opted not to replace it and requested we just finish painting the trunk and spoiler. Vehicle was completed and returned to ** on Friday evening, 10/18. A good bulk of the time that the vehicle spent with us was waiting on the decision on how to proceed, from either the customer or sales, as well as us waiting for her to supply the replacement spoiler.
  
  

• Initial Complaint

  Date:10/18/2024

  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 CRV Hybrid June 19, 2024. I was over charged for a title and registration for the plates instead of a title and transfer. I also found out from the state that they had not filed the paperwork for my new car with the state, nor the one they purchased from me. I notified them of the issue in July and I still have not been refunded the monies owed to me even though I was promised a check. I also have paid off the car with Honda Financing in July and still do not have my title. According to the state, my new car paperwork was not filed, so a title could not issued to the finance company, so they can not sign off the title and to then send it to me.

  

  Business Response

  Date: 11/03/2024

  Dear BBB, 

  Sorry for the delay in responding to this, I thought I did last week. A check was cut by our office for the excess fees charged. The customer should have received the check by this point. If not our phone number is ************ (license and title dept) 

  thank you! 

• Initial Complaint

  Date:09/12/2024

  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'm filing a complaint with the BBB because of the experience my wife and I (******* *******) have had following the purchase of a Honda CRV at this dealership on 07/13/24. The customer service from this dealership has been horrible from the moment that our check cleared for the purchase of our car and we are very extremely upset and frustrated. The *** number of the vehicle we purchased was ***************** and the temp license plate is **********. We have not received our permanent license plates nor our 2nd key despite multiple attempts to contact this Honda dealer. My wife and I worked with ***** from the sales team on the purchase of our CRV on 07/13/24. We were told by ***** that our *** would come with a 2nd key but the key was being kept by HR. Our sale closed after HR had already left for the day so ***** said he would be in contact with us within the next few days to arrange for us to come get our key. We never heard back from ***** or any other member of the Honda team. We've reached out to this Honda dealership multiple times via phone. Everyone we spoke to said that they would "get back to us", but not a single person has followed up. We also went in to the Honda store to follow up in person. ***** was not present but we spoke to another member of the sales team, who said that they would follow up with ***** and have him call us. We left both of our numbers with the sales associate and we never heard ******* wife has again called this Honda dealership several times this week and has been sent to voicemail every time and we continue not to hear back from Honda. We also still have not received our license plates. The temporary plates we received expire in less than a month and I am not hopeful that we will receive them. The business has not reach out to us to resolve the problem. We want the 2nd key to our vehicle and we want our license plates.

  

  Business Response

  Date: 09/30/2024

  Dear BBB & *** ******, 

  We are very sorry for the inconvenience caused to you.  *****, our Sales Manager, has been in contact with *** ****** in regards to getting him the 2nd key and also a remedy for the plates and registration.  We had copied our office manager so that the paperwork portion of these concerns gets resolved ASAP. 

  Thank you,

   McGrath Honda of Elgin 

• Initial Complaint

  Date:08/09/2024

  Type:Sales and Advertising 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 have tried to work things out with the sales manager listed below. However, he was very unprofessional just like his crews at the dealership. Good morning *** ***************************,I hope you are doing well. I purchased a Honda CR-V, 2025 on Wednesday, June 12th from your Mcgrath Honda Dealership in Elgin. Unfortunately, the vehicle was not satisfactory. I took the car back the next day, and the sales manager made an agreement with me for an exchange. However, I was very rushed through the second sale. I feel that may have been taken advantage of, overcharged, or outright scammed. Now I have a 2021 CR-V, a vehicle that I had to purchase in order to complete the exchange. I am reaching out to you to ask you if you can assist me with this matter. I can meet you in person, via phone, or email to answer any further questions you may have. My phone number is ************. My email is ************************** Thank you in advance for your time and cooperations. Sincerely,***********************

  

  Business Response

  Date: 08/14/2024

  Dear BBB, 

  We went above and beyond for this customer by unwinding the first purchase and showing her multiple cars at 2 of our dealerships.  She feels she didn't get a good deal.  We spent time showing her the VAuto site and how she paid $700 less than what the car was listed for online (average market).  She also paid under the sticker price that the vehicle was listed for at McGrath $27,595 (she bought it for $27,200).  We typically DO NOT discount our used inventory - it is priced to market. We sold 300 used cars last month, we do this high volume because our vehicles are priced to sell immediately. 

  Please see attached documents on what the vehicle was listed for on the McGrath Site. 

  McGrath Honda of Elgin 
  

   

• Initial Complaint

  Date:08/02/2024

  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.

  July 17th I went in to buy my mother a new car. I was paying in full and made that clear from the start. They ended up running credit checks on me and my mother, who was not paying for the vehicle just registered in my mom's name. Both of our credits took large hits, mine went down about 60 points. They told us they need to run the credit check for what they called "identity verification". I asked if it would impact my credit and they told me it wouldn'************, and ***** were the ones working with us. I paid with a cashiers check of about ***** thousand, the full amount of the vehicle. Please reach out to me if you need any documentation.

  

  Business Response

  Date: 08/07/2024

  Dear BBB and Customer, 

  We are required to run credit when customers are writing large personal checks.  Cashier Checks do not require this since the funds are certified. We apologize for the inconvenience. 

  Thank you, 

  Elgin Honda 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22083091
  
  I am rejecting this response because:
  I wrote them a cashiers check, not a personal check.

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

  

  Business Response

  Date: 08/08/2024

  Dear Mr. ********************** apologies, I clarified with the team at Elgin.  I believe the credit check forms were filled out and signed by you and your mom when you were planning on paying with a personal check.  It appears those were run prior to you leaving the store and getting a cashiers check.  The check performed was a 'soft inquiry' which shouldn't affect your score by more than a few points. Even hard credit inquiries have a maximum of 10 points.  You can request a copy of your credit report from Experian or Equifax- these inquires do not affect your score. 

  Again, my apologies! 

   

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22083091
  
  I am rejecting this response because:
  Regardless, why was my mother's credit ran? She was not making any purchase.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/20/2024

  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.

  I purchased a 2025 Honda CR-V hybrid Sport Touring vehicle from McGrath Honda in Elgin, located at *********************************************************************, on June 12, 2024. However, on June 14th, I was contacted by another customer from the same dealership who had inadvertently received copies of my personal paperwork, including my name, date of birth, employer name, annual salary, AND social security number, mixed in with his own documents.After speaking with **** (the General Manager) it was determined that the individual who had received my information was indeed a customer of the dealership. Despite expressing concerns about the security of my personal information and the possibility of other customers receiving copies as well, **** seemed dismissive and asked me what I wanted him to do about the situation. I requested a year of LifeLock subscription to protect against identity theft, but **** downplayed the severity of the situation, stating that nothing had happened yet. He offered to contact the other customer to retrieve the paperwork, which did not address my concerns at all. Copies may have inadvertently been included with other customer documentation, potentially resulting in unauthorized duplications.It was not until I completed a feedback survey sent to me by Honda via email, that I was contacted by ************ (Finance Director) to apologize and offer a complimentary accessory for my vehicle as a gesture of goodwill, As a result of this breach, I was forced to freeze my credit, notify my financial institutions, and take additional security measures to safeguard my personal information. Despite my efforts to convey the seriousness of the situation to the personnel at McGrath Elgin Honda, it appeared that the primary concern of **** and **** was protecting the dealership's reputation.

  

  Business Response

  Date: 06/30/2024

  Dear BBB, 
  The customer has spoken with our general manager, ***************************.  They agreed to a refund for warranties as well as A payment towards LifeLock. Please see attached check request. The check will go out next week. 
  thank you 

• Initial Complaint

  Date:06/06/2024

  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 bought a Honda CRV ( new ). After about a year, I noticed a shuddering at about 25- 35 miles per hour. I took it in to McGrath, because I thought it was a recall. They told me there we no recalls. I went to ******** site, and there were SO many complaints, with the same issues that it prompted me to file this complaint. I took my car into a mechanic and was told it was a rear differential , cost a whopping $5400!! Im 77 and on Social Security am I supposed to accept this? *************************

  

  Business Response

  Date: 06/12/2024

  Dear BBB, 

  Our Service Manager has tried to reach **************** and has left her messages.  We have not received a call back. 

  Thank you 

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21812537
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I am still waiting for some clarification from McGrath Honda. A man named ******* left me a message. I called him, but , hes off today. Ill try to reach him again tomorrow. 
          *******************

  

  Business Response

  Date: 07/03/2024

  Dear BBB, 

  We are having a difficult time reaching the customer, the phone number we have on file is not a direct number for ***************. If she could respond with the best phone number and time to reach her that would be helpful! 

  Thanks! 

• Initial Complaint

  Date:02/21/2024

  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.

  Neglience in not securing hardware on my car a/c compressor line when they repaired it which caused the referigerant to leak. This caused loss of a/c. I had to pay another dealership to fix their error.

  

  Business Response

  Date: 02/23/2024

  Dear BBB,
  Im requesting that the customer attaches the repair order from the shop that fixed her issue.
  Thank you 

  Customer Answer

  Date: 02/26/2024

   
  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. McGrath Honda has received the documentation necessary to resolve the issue.  I was contacted today and they will be reimbursing me for the work I had to pay the  other dealership.  I am told that I should receive reimbursement by mid next week.  If I do not I will recontact me.  Thank you for your help, *** at McGrath Honda, and the other car dealer fora quick resolution.
  
  Sincerely,
  
  *****************************