ComplaintsforHonda of Illinois

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Refer to attached document, which explains the entire situation.

  Wednesday, June 14, 2023
  
  At approximately 12 noon, when I started the vehicle, warning lights started to appear on the driver’s dashboard display. Virtually every ‘system’ provided a warning of “System Problem”. An example would be “Brake System Problem”.
  
  I proceeded to ******** ***** to schedule an appointment.
  
  Once arriving at the service desk, ****** **** informed me they could not get me scheduled until Monday, June 19,2023.
  
  I scheduled the time for 7:00 am on Monday, June 19,2023 and proceeded to return to work. Once on I-72 East, near the I-72/I-55 Interchange, the CR-V lost power once it reached 65 MPH.
  
  I pulled over, called *** and they towed the CR-V back to ******** ***** where I discussed the situation again with ****** ****. She informed me they would look at the problem as quickly as possible to determine what could be wrong. She then provided me with assistance to get lined up with a loaner car.
  
  Friday, June 16, 2023
  
  I visited the dealership to see if they had an opportunity to review the problem and was told by ****** that the tech had narrowed the problem down to either a head gasket issue or injectors. They had been in contact with Honda Support to ask them to make the determination. I assumed this would not happen on Friday, so I gave it until Monday, June 19.
  
  Monday, June 19, 2023
  
  At 1:23 pm, I sent a text to ****** asking for a progress report. Since I did not get a response, I headed to the dealership once again. ****** then informed me that Honda determined it was a head gasket issue. I asked ****** if the determination was Honda’s “guess” or definitive answer. She told me it was Honda’s decision that it was a head gasket issue. I told her that I did not want any guessing because I will not accept a trial-and-error repair. I was very clear on that, in my opinion.
  
  Tuesday, June 20, 2023
  
  At 1:32 p.m., I received a text asking me to sign off on the proposed work. Unfortunately, the provided link did not work so after 4 pm, I opened an email which had also been sent and signed off on the head gasket repair at approximately 4:30 p.m.
  
  Wednesday, June 21, 2023
  
  ****** acknowledged via a text that she received my approval and stated that parts should arrive by Friday (6/23) and would contact me when the work was complete.
  
  At approximately 4:00 p.m., I met with **** ****** (Sales Associate) to take a test drive in a new 2023 Honda Accord.
  
  
  
  Tuesday, June 27, 2023
  
  I sent a text to ****** asking for a guesstimate as to when the work on my CR-V would be complete. I did not receive a response.
  
  Wednesday, June 28, 2023
  
  I went to the dealership again to find out any information I could but was told that ****** had the day off. 
  
  Thursday, June 29, 2023
  
  I once again headed to the dealership and ****** informed me the work should start by Friday, June 30 and should be complete by Monday/Tuesday (Wednesday due to Tuesday being July 4th). 
  
  Friday, June 30, 2023
  
  I pulled into the dealership to see if my CR-V had been pulled into the service area and it had not. This “drive by” was done around 3:30 in the afternoon. 
  
  Wednesday, July 5, 2023
  
  At approximately 6 p.m., I completed another “drive by” to see if my CR-V was still in the parking lot or had been moved to the service area. Since I did not see it in the parking lot, I had to assume it finally was pulled in for service.
  
  Friday, July 7, 2023
  
  At 11:51 a.m., I sent a text asking for an update. I did not receive a response. Since I did not get a response, I called to discuss the matter with the Service Manager, but was placed on hold for 10 minutes, after which I hung up and called back only to be placed on hold again for another 5 minutes. Once the receptionist picked back up, she told me she would walk a note to the service manager to call me. I never received a call back.
  
  I proceeded to the dealership at approximately 4 pm to find out if my vehicle was ever going to be provided any attention. I had a very lengthy discussion with ****** where I stated my extreme disappointment for the lack of communication and expected an update on Monday, July 10, 2023.
  
  Additionally, I explained to her that it was my intention to keep my CR-V and make it my “go to work” car and purchase a new Honda Accord for other transportation needs. I told her the decision to buy a new Accord was now drastically in jeopardy due to the performance of the ******** ***** Service Department/Team.
  
  Monday, July 10, 2023
  
  At 12:50 p.m., I received a text from ****** apologizing for her lack of communication and that the Technician was still working on my car. Still no indication as to when the work would be completed.
  
  
  
  Wednesday, July 12, 2023
  
  At 10:27 a.m., I received a text from ****** stating that the Technician was still working on my CR-V. However, still no indication as to when the work would be complete.
  
  I responded to ******** text asking if she had any speculation as to when the work would be complete. I did not receive a response.
  
  Thursday, July 13, 2023
  
  I sent **** ****** a text stating my frustration with the ******** ***** Service Department/Team and due to their performance, I was having a difficult time justifying the purchase of a new 2023 Honda Accord. I also provided him my phone number so he could call to discuss.
  
  Friday, July 14, 2023 
  
  At 7:52 a.m., I received a text from **** ****** stating that he was sorry to hear my news and that he would give me a call ‘today’. I never received a follow-up call (I waited until 4:00 p.m.)
  
  At 4:00 p.m., I arrived at the dealership to discuss my CR-V repair with ******. Unfortunately, she was off. I eventually met with ***** ****** (Service Manager). She was not familiar with the situation, so she pulled the service paperwork and informed me they had an injector kit on order. It was then, I told her that I had not been informed of that and they I would be refusing to pay for the head gasket repair. She told me she would talk to ****** on Monday, July 17, 2023, and give me a call that same morning. 
  
  I proceeded to the sales area to see if I could locate **** ****** to discuss the situation and my utmost disappointment with the ******** ***** Team. A) the service department and B) for his not returning my call.
  I further stated to **** that I am almost 99% certain that I will not be purchasing a new Honda Accord from ‘any’ dealership because it would force me to have any potential warranty and/or recall work completed at the ‘only’ Honda dealer in Springfield. 
  
  Monday, July 17,2023
  
  As of 9:30 a.m., I did not have a phone call from ***** ******. 
  
  I called Honda at ************** to log in a complaint about the dealership’s service department. I talked to *****. 
  
  At 9:55 a.m., I phoned ******** ***** to speak with *****. I left a voicemail message asking her to call.
  
  

• Initial Complaint

  11/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2022 Honda Civic from this dealer less than a year ago. The car began having problems with the steering wheel. I took it back to Honda in September to have it looked at. They had the car for 2 weeks and refused to call me to let me know what was wrong with the car. I had to call them 10 times to finally reach someone, just for them to tell me that they couldn't replicate the problem. So I picked it up with no resolution. However, the problem persisted so I took it back AGAIN on October 25, 2022. This time, I showed them a video of the issue in hopes that they would actually *try* to fix it. Honda of Illinois has now had my car for 4 weeks and they have not once even called me to let me know what is wrong. I drove by to pick something up out of the car and saw that they have it parked on the side next to the used cars and according to the mileage on the vehicle, theyve barely even driven it.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had purchased a truck from them found an oil leak they agreed to fix it I took the truck there to be repaired and a week later the engine blew got stranded on the highway

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was sold a car in may 2022, July 23 my car completely stopped running, I had to have it towed. Took it to a dealership and they said my engine needs replaced because low compression in all four cylinder, they have been very rude and disrespectful, I tried asking for a loaner car untill mine is worked on ,they stated they didn’t have any and I needed to get a rental from enterprise I had to pay for it myself. They have been extremely rude and basically telling me your fault not mine! I’ve asked for the number for any management or corporate and the sales person said he didn’t have it.

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