ComplaintsforGerald Honda of Matteson

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my vehicle from the lease 9/2022, they "Gerald Honda" gave me new plates but did not change the registration, therefore my vehicle sticker did not match my plates. I learned that I was driving illegally when I went to have my emissions test and the man told me my plates were illegal. I went to the dealership and they said I had to go the **** The *** said to go back to the dearlership where the mistake was made. I did and they said they would get back. to me, I did hear from 1 lady and she had me call Secretary of State who redirected me to ***. As Im getting ready to drive East I needed this resolved. On 7/12/2024 I went to *******,ILL *** who also couldn't figure it out, I ended up buying a sticker for the so called expired plates for $151.00 and a $20 late fee and the plates will expire 8/2024, 1 month and it will cost me another $151. I asked the dealership just to give me new plates since this was Their mistake but they said they couldn't do that and would investigate it and get back to me by Wednesday 7/10. Still haven't heard back from their finance deptmant as of yet

  

  Business response

  07/15/2024

    Unfortunately, I am unable to research what went wrong with the plates back in August of 2022; but clearly the ****************** didn't complete the new plates properly for ******************.  We apologize, and are sending her a check for $322 for the 2 sets of plates and the late fee she incurred.  The check is being cut today, and sent to the address on the deal and complaint.  Sorry again for her waste of time and appreciate her patience!

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leased a car 3 weeks ago. I still do not have the required documents to get plates. I call honda and they have no record of the transaction. The manger does not respond to emails. Next week will be 30 days since I made the purchase and I have no information on how to make a monthly payments. I will be leaving the state next week without information on how to get temparary plates .

  

  Business response

  09/15/2023

  We apologize to Mr. ***** totally our fault.  We used the wrong tax for *******.  He came in and resigned the contract on Tuesday, and we overnighted everything he needed to get his ******* license plates done.  When he gets back from out of town, we told him to come in and we are giving him $200 worth of accessories for his trouble.  Again, we apologize!

  Customer response

  09/19/2023

   
  Complaint: 20589589
  
  I am rejecting this response because: The information overnighted was not complete and did not include a POA for the lease. Finance emailed  one over today

  and I brought it into the ***.     One the second trip to the *** when they entered the title information it show the title as cancelled. Apparently the information

  I have which is  the responsibility of the dealer was not complete or accurate.
  
  Sincerely,
  
  *******************

  

  Business response

  10/02/2023

  We have been working to help Mr **** get the title situation resolved in *******.  ******, our title person has been in contact with he on numerous occasions, and Mr **** has her cell number to assist in anyway, should he have any further issues with the title.  I have sent a text, and ****** has left a message to check on the status of the title work in *******.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2021 Acura ILX and I have been waiting on parts since mid-February 2023. I don't have a vehicle to get to work and to run errands. I was not granted a loaner car from the dealership or body shop and my insurance exhausted the rental agreement with hertz for the rental car at 60days. I am still today waiting on the *** UNIT that is still nationally backordered. I need my car or since the car is not in my possession, I want the duration my car is down due to from backordered parts from HONDA to be waived until my car is back on the road or in my possession.

  

  Business response

  09/21/2023

  We apologize for **************** inconvenience. Unfortunately, we have escalated the order, but are at the discretion of the manufacturer Honda. We would suggest opening a Consumer Affairs file with Honda directly, to expedite the part delivery and any reimbursement. We, the dealer, have done all we can. We apologize, but the back order issue is with Honda!

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March5,2022 $5,433.96 was paid for a new engine They were committed to providing me a good running car by doing the repair. Less then a month later my check engine light was on. I called and called but never a call back. I had a Diagnostics on the car that stated internal misfire in engine. They have not tried to resolve only tell me trade it in for a new car. The RO#-6030994

  

  Business response

  03/03/2023

  We did replace the engine for ************** on 2/22/22, with a used engine.  The customer paid $5433.96 for the repair.  We did not see the customer again until 2/4/23, at which time he brought the vehicle back in with an issue in the engine.  At that time, we diagnosed the need for another engine, and suggested that it might be worth trading the vehicle in as opposed to repairing it.  The engine that was installed in 2022, only came with a 6 month warranty; so that is expired.  We have not seen the customer since 2/22 for any maintenance or oil changes, and see no service being done to the vehicle anywhere else.  I appears as thought roughly ****** miles has been put on the car since that time.

  The attachment sent by the customer pertaining to the Lifetime Warranty on the website; only pertains to vehicles purchased at the Gerald Auto Group.  The customer did not buy the car from **********************!

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is for the better part of my judgment first offf I want to say I am a hard working college student and work full time too I really don't need this type of headache in my life neither does my co-signer my mother ....these people are crooks and hood no responsibility for their actions I recently bought a 2015 **** Fusion with a co-signer involved less than a month goes by check engine light goes on mind you I have an extended warranty on the vehicle and the dealership knew prior to selling me the vehicle I was in college and lived 2 hours away ....fast forward a couple weeks I bring it to a **** dealership just to tell me I need a new engine ...I immediately call the ****** Honda and tell them .....the ** completely cuts me first off and I quote " I'm done paying dealerships anything", "bring the car here or I can't help you ".....I say why would I drive a car two hours away that needs An ENGINE REPLACEMENT he says there's nothing he can do unless the vehicle is brought back I said I have a **** technician here on the phone......**** even was willing to give me a printed out and written statement of the diagnoses they had done . I am in no way shape or form through with this I purchased an extended warranty for a reason and will be stretching every once of energy into getting my money and resources back and to *** the sales person who sold me assured me the car had nothing wrong with it ....even gave me a complete car facts ....no showing of any engine damage

  

  Business response

  07/05/2022

    The customer has a Powertrain extended warranty, which includes the engine.  While we would like to control the repair and make sure the customer is handled, the customer is welcome to have the **** store submit the claim and do the work.  Attached is the copy of the Service Contract, and the proper number to call to submit the claim.  The customer has a copy of the warranty as well.

  Customer response

  07/06/2022

   
  Complaint: 17514850
  
  I am rejecting this response because: when I brought it to the attention of both managers I received a response saying "there's nothing I can do for you unless the car is brought back" each time I called ....although I have an extended warranty I feel as though the dealer is contradicting themselves saying if you want the car fixed abs diagnoses bring it back but at the same time you can go to any **** dealership with your warranty.
  
  Sincerely,
  
  *************************

  

  Business response

  07/06/2022

  There is no contradiction. We would like to oversee the repair to insure your satisfaction, but you are welcome to have the **** store do the claim; whichever you prefer! Have them submit the claim to the warranty company and do the repair if more convenient for you, not a problem at all.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in the process of a vehicle purchase online with Gerald Honda. The salesman (***) stopped replying to my messages throughout the day. I called the dealership and asked for a manager. The new sales manager **** took my call and stated he made the contract for $17,000 even. I agreed and asked if I could get more pictures of the vehicle. **** told me *** was with another customer but he would ensure he got back to me after he was finished with the customer. I never heard back. I reached out to the dealership again and got **** another salesman who told me he would get the vehicle pulled in for more pictures but that it was raining and he wasnt going out right now. A couple of hours passed and I never heard anything. I called back to the dealer and asked for **** who advised me the vehicle sold. I informed him the deal was being worked with me but from what he was telling me; they sold the vehicle from under me. I asked for the owner of the dealerships contact info.

  

  Business response

  03/28/2022

    The vehicle was in fact sold to another customer that had previously been in and looked at the vehicle.  When working multiple customers on the same car, particularly in the current inventory situations, the first customer to pick up the vehicle always has the right to the vehicle.  There have been many instances that we have waited for a customer to come pick up a vehicle, not show up, and lose other people that wanted to buy the same vehicle.  New cars that are ordered have deposits from the customer that placed the order for their car, and would not apply to this scenario.

    We apologize for any convenience over the phone that this may have caused.

  Customer response

  03/29/2022

   
  Complaint: 16932860
  
  I am rejecting this response because:

  The business is not being 100% transparent regarding this deal. I called and was told by *** that the vehicle was available. *** subsequently sent me pictures of the vehicle. Following this, a sales contract was sent to me via text. I asked *** if he would ensure the vehicle was in great condition (ie. No visible body work, bad interior, etc.) and he said he would before I drove 5+ hours to buy the vehicle. I would have gladly put a deposit down on the vehicle-I was never asked to. *** stopped responding to me via text (for whatever reason) and I asked the sales managers name. I waited and got no response. I then called into the dealership and spoke with **** the new sales manager and asked if they could don17k even on the cost. He agreed and corrected the contract to agreed price. I told him *** had not responded in some time and he said he has been with a customer and I will get him on this as soon as he is done. I waited a long time after this and *** still did not respond. I called the dealer back a third time and got ****. I asked **** if he could send a few more pictures because I wanted again to ensure there was no visible body work on the car before driving 5+ hours to pick it up. He said it is raining at the moment but yes, I will get it done. I never heard back from ****. The fourth time I called in I spoke to **** and asked why nobody had responded to me. **** then replies that vehicle is sold. I told him I didnt understand because a contract was sent to me and all this time I was working a deal nobody told me anyone else was even interested in the car. In short the dealership is lying about this deal. It doesnt add up. I asked for the owner and **** gave me the email of the *** I asked again for the owner email/contact. The email **** gave was returned because it wasnt a valid email. The ** has not responded. **** ***** and **** all know I was working a deal on this car. I would have gladly put a deposit on the vehicle. I dont waste time working a deal for my health. They either made more money on the deal or whatever the case may be. They lied by omission at best. Apparently the ** nor the owner care because they have not reached out. Ill also leave a transparent review online since they dont have the decency to make it right. 
  
  Sincerely,
  
  *************************

  

  Business response

  03/29/2022

    Our apologies, we originally looked up a customer from 2016.  We have no record of any customer by this name living in *********.  Nor do we have anyone in the sales department at this store by any of the names listed!  Are you sure this is the correct store, Gerald Honda of Matteson, or could it be another Honda store?

  Customer response

  03/30/2022

   
  Complaint: 16932860
  
  I am rejecting this response because:

  So yesterday they had all the information but today they looked up a customer from 2016? Lies. It is *************************************** Countryside but it is very obvious they were aware of who I am and the nature of the deal that they were dishonest about. Yesterdays response even went as far as to explain how they sold the car out from under me when I was working an active deal. Someone doesnt know how to be truthful. Furthermore, if you read the reviews online (by ****** in particular) her father seems to have had the same thing happen to him. Lets please ask for an actual dealership owner response. There are several of these Honda dealers owned by the same person/people. 

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

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  first of all they had the car under someone else name stated it wasnt know warranty on the car until I told them I had the paperwork in my hands and when I stated what was wrong with the car they stated they didnt cover it and when I brought the car I told them the car engine didnt drive right and they made several excuses I want this problem fix,

  

  Business response

  01/08/2022

    We have left two messages for the customer so we can get this resolved. But, according to our records, the customer has not been back in the dealership since the purchase of the vehicle, in January of 2021. The customer does have a **************** Contract on the vehicle, and we would be happy to help remedy any issues with the car. 

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just purchased a car a month ago from this dealership. Since then, I have constantly had problems with this car, and Ive been to the service department about 6 times. The check engine light came on a few days after I purchased it. I brought it to the service department and was told that this particular car just has this issue when you put gas in it. They didnt even look at it to see what was going on. The light went off but came back on about a week later. Also, there was a huge amount of water in the trunk where the spare tire is, as well as a mildew smell. That wasnt examined thoroughly either, and I was told that the trunk was probably slightly open when they washed the car. They looked into the check engine light this time, and I was told that the problem was fixed. The light was off temporarily but popped on again. This happened a couple more times. Finally, they sent the car to GMC. They did, however, give me a loaner car. The car has been in the shop awhile and I,again, was just told that the car was fixed this week and that I would be able to pick it up on Friday. Friday came and went, and I did not hear from anyone. This has been an ongoing problem since I purchased the car. They were very attentive when I was in the process of purchasing the car, but as soon as the car started having issues, it has been like pulling teeth to try to get in contact with someone. I have had to initiate the contact pretty much each time. On Saturday, I got in touch with someone from the service department about the car that was supposed to be ready yesterday and was told that the car is not running now and that it had to be towed. If I hadnt called, I wouldnt have known. I called the General Manager and left a voicemail. Of course, he never called back. This was the second time that week Ive left him a voicemail. I talked with him once during this ordeal but havent heard from him since. Payment is due soon, I still have no car and no one is calling me back.

  

  Business response

  12/15/2021

    We apologize, the *** ***** did not receive a message since speaking with the customer last week.  We followed up with the *** store this morning, and the parts finally came in yesterday.  They were late in coming in due to a backorder.  *********** Manager at *** said they hope to have the parts installed today, or tomorrow at the latest.  We apologize for the inconvenience, but are trying to get it fixed once and for all for the customer.  That is the main reason we took the car to *** to have them repair.  Due to the inconvenience to our customer, we would be happy to make his first payment for him, since he has been without his car!
  
  

  Customer response

  12/20/2021

   
  Complaint: 16363046
  
  I am rejecting this response because:

  Hi,

   

  I have reviewed the response from Gerald Honda.  I appreciate the offer that they sent; however, in the response, they stated that the part was in and the car should have been fixed that day or the next day.  That was last week.  At this time, they still have not made an effort to contact me.  I still do not have the car and no one has reached out to give me status updates.  At this point, the car note is due and I still do not have a car.  I have not had this car since November 30th.  I believe Gerald Honda should offer me another SUV.

   

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

   

  

  Business response

  12/28/2021

  Customers car is complete, and was picked up.  Customer is coming in today to pick up the check for his first payment on his loan.  Customer is happy

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