ComplaintsforTom Wood Honda

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 9th of 2024 I delivered my 2018 grand caravan to *************** because something was wrong in the motor bay. Once they looked at it they told me it was the oil cooler. I was not worried, I had gotten a warranty through *************** called sky auto protection. The oil cooler was covered under this warranty so I gave them the go ahead to fix it. After 6 days my van was fixed. The problem begins when *************** failed to contact the warranty company. I got in touch with them after a brief hold today to cancel the warranty since I had paid 2000 dollars into it and had felt cheated. Tom wood honda has a sign that says they will pay for this warranty but when you call to activate it they charge you. So I paid for this warranty, and then the dealership wouldn't call them and make the claim. They just changed the subject and made me pay 2392$ to get my van back from them. The oil cooler that needed changed, was 959$ after labor. As instructed by the warranty company's book. I gave *************** the book to make a copy. In the book it states that the oil cooler was covered. I'd like the money back from the oil cooler and I'd like *************** to take down the signs about paying for your warranty. They in fact, do not.

  Business response

  02/26/2024

  This is not a Warranty we sold the customer. It was purchased outside of our dealership. We do not honor these types of warranties as they will not pay for our parts and or labor. We have no problem filing claims and or helping customers but we ask for the payment up front by the customer and let them get reimbursed from company. I have attached a copy of the BBB rating for this company as well.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a brand new **** Honda Odyssey on January 2, **** from Tom Wood Honda. Our salesman was ***. We overall had a good experience with the purchase. After 3 weeks of owning the vehicle, the screen cracked overnight. I am the sole driver on the vehicle, and I know that no damaged was done to the screen on my end. It looks as if there was prior damage to the screen. Where the crack appears to have originated on the screen is not somewhere that could be easily accessed due to it being on the bottom of the screen. Honda is refusing to replace it and so is Tom Wood Honda. I was quoted $1,200 for the screen and that price does not include the labor.

  Business response

  02/08/2024

  This is the response from *************************** (Parts & Service Director):

   

  I spoke to the customer yesterday. She too her vehicle to ***************** Honda in *************** ******* for repairs to her audio screen. They told her the damage was due to outside influence and would not be covered under factory warranty. She called her sales person (*******) who gave me her information. I reached out to get more information and asked the customer for photos of the screen (attached). I let the customer know I would forward to our DPSM for AHM. Response from our DPSM was this is outside influence and is not covered. I called the customer to let her know our findings. I let her know there would be no coverage for this repair at this time. 
  
  
  Thank you 
  
  ***************************
  Parts and Service Director 
  Tom Wood Honda
  *********************************************;
  ************

  Customer response

  02/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  I did take the vehicle to *****************, as they are a Honda dealer and are able to do warranty work. After I told them there was no damage to the screen done on my end, they suggested I reach out to Tom Wood Honda because it could have been an issue prior to my purchase. It could have been a small crack or flaw prior to my purchase and got worse and cause the spider crack. It had to have been a crack or flaw likely prior to purchase. The day of purchase, we noticed on the test drive that the screen protector had even been taken off and put back on because it was very crooked. This could indicate that someone may have messed with the screen prior to purchase since it was supposed to be a brand new vehicle. 
  Regards,
  
  ***********************
  

  Business response

  02/12/2024

  Please ask the **************** to reach out to *************************** at ************ to discuss options for a resolution:

  ***************************
  Parts and Service Director 
  Tom Wood Honda
  *********************************************;
  ************

  Customer response

  02/23/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. Tom Wood Honda replaced the cracked radio screen. 
  
  
  

  Regards,

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

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June of 2023. I traded in my 2011 **** F-150 as a trade in for a 2018 ************* as well as a 500 dollar payment. The Jeep has been ** their shop three separate times. This last time it was towed fifty minutes back to the dealer with what is clearly a wiring harness issue and they are insisting it is the battery, which was brand new in September. Their "solution" is to either keep the Jeep, or start a second car loan with **** dollars down. This is forcing me to file bankruptcy to get out from under the loan.

  Business response

  10/30/2023

  ********************* has his 2018 ************* in our service department at this time. It was towed in on 10/09/2023 for a no start issue. We tested the battery as we had to jump start to get in the shop. At this time, we are waiting on the customer to provide us with a new battery as he installed a battery in the car that he purchased from AutoZone. 
  
  Customer states he has no ride to pick up a battery.  We are going to have Auto Zone wwitch batteries on our lot to help him out. 
  
  
  Thank you 
  
  ***************************
  Parts and Service Director 
  Tom Wood Honda
  *********************************************;
  ************

  Customer response

  11/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Even if the battery issue is why the vehicle was stuck in run, caused every error message the vehicle has to appear and cause the wipers to turn on with no one in the vehicle, this is like the third time it has had to be serviced. The ************ provided where a new battery or a second car loan. Between this, and the recent loss of my job, my only option is bankruptcy at this point. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought car in for warranty work(engine ticking, bad lash adjusters) tech dropped pieces in engine and had to replace engine. 3 months later car was sent to another dealer for electrical issues and wouldnt start Car was sent to ed ********************* *************** with a dead battery and I was expected to pay $400 for a new battery or $105 to charge my old,(newer battery in car with no previous issues) 3 weeks after sitting at ***************** they get it in to diag as abs module bad. I was informed that this part cannot be ordered for 8-9 months and they advised me to talk to there sales department on trade in for the vehicle I was told that a warranty claim would be submitted and they would consider it a running vehicle. I talked to sales and they offered me $1000 for my car ($15,000 is what payoff is) because it is now a non running vehicle. I laughed when he said that and ****, the sales guy smirked back whats so funny and got defensive and asked me to leave. I then went back into the manager office and he informed me that thats the best they can do being its a non running vehicle and said they would be more than happy to tow it to my house. This was a Perfectly good running and driving vehicle when I dropped it off. Had there technician not dropped needle bearings in the engine as I was told from service none of this would have been a issue. Now I am withought a car that I am still making payments on for at least a year now.

  Business response

  08/21/2023

  ****************** bought a Dodge. We performed some engine work, but while doing the work we noticed that the *** module is completely corroded. With the corrosion, it is not getting the connection it needs in order to communicate with the vehicle, therefore throwing engine codes. We sent it down to *********************************** Dodge to have a Dodge technician confirm our diagnosis. They confirmed our diagnosis and they need to order an *** module, however, they are on national back order and March **** is the earliest they could order one. We can submit the warranty claim as a running vehicle in order to get warranty coverage. However, if he trades it in, we can only give him current value of a non-running vehicle since we cannot hold the car in our inventory until March. We would take it straight to an auction and it would sell for around $1,000. Unfortunately we are at the mercy of *****.

  Customer response

  08/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  I picked up the vehicle as advised, I am missing the engine cover and the washer reservoir as pictured. I called and talked to ***** and said these parts are your responsibility as I brought the car there complete and I am NOW missing pieces to my vehicle. I was told good luck with that one and hung up on when on the phone. 
  

  i would like the parts BACK to my vehicle.
  

  Also pictured is the plug for the abs module, there is no corrosion in the plug.

  I am now left with a non-running car when I brought a running car. There was no abs light on, per inspection report when the vehicle was brought to you as well as the vehicle now missing parts.

   

  Regards,
  
  *****************************

  
  

  Business response

  09/08/2023

  Customer brought the vehicle in with engine issues. After installing engine, the vehicle would not start. We looked at the vehicle and found it had a communication problem with the *** control module. We sublet the vehicle to *********************************** for further diagnosis. We paid to have ***************** replace the battery in the customer's vehicle as they stated they could not properly diagnosis the vehicle without first doing so. They found Corrosion in the connector and broken pins. We were given an estimate for repairs and told parts could not be ordered until March the 24th   
  
  I have attached a photo that was sent from *********************************** to our service department. 
  
  The customer has sense declined those repairs and picked the vehicle up from ****************** 
  
  Thank you 
  
  ***************************
  Parts and Service Director 
  Tom Wood Honda
  *********************************************************;
  ************

  Customer response

  09/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The vehicle was picked up from ***************** with multiple missing parts as stated, washer reservoir with pumps, engine cover and bent oil dipstick tube. I have been trying to get these parts for multiple weeks now with no response or callback from *****. I was able to finally get ahold of ********************************* who said he will get the parts that were missing ordered for me.
  

  Regards,
  
  *****************************

  
  

  Business response

  09/11/2023

  I know this matter is closed but looks like we are getting his parts replaced for him. ***************** removed the parts and lost them. We agreed to pay for replacement parts for him and they should be here any day now. 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased vehicle 5/21/23 - Flat tire 5/22- Spare does not fit vehicle. Left Stranded February they put in a new motor. Did not replace motor mounts, which were bad. Had vehicle from 5/30/23-6/15/23 - **************** ***** mounts, completed alignment - 6/17/23 Transmission lights came on, stranded on interstate again would not shift past 2nd gear.-6/23/23- Took to ***************** where they stated no alignment had been complete.-- Also received call from "*****" at *************** stating they would "try to find me some wheels". However I have been unable to drive a vehicle more than 4 days since purchasing over a month ago. They will not return calls in a timely manner, nor have they taken any corrective issues to get my vehicle into a roadworthy status, or to get me into a different vehicle that is reliable.

  Business response

  09/07/2023

  ************************* was last in 05/30/2023 complaining the transmission was not shifting correctly - going from 1st to 2nd gear and into 3rd gear. Complaint 2 -  customer states passenger front headlight is burnt out and not bright, customer states the tpms light is on, and finally the check engine light is on. The sales and service department at that time replaced the right-side head lamp assembly, both front strut assemblies, Motor mounts in the rear of the engine and right side and preformed an alignment. 
  
  This was done at no cost to the customer. ***** picked the car up on 06/16/2023 because she needed transportation. We had scheduled an appointment with ******************************************************************** to have the transmission inspected as there was a tsb for the transmission issue for software update. The appointment was set for 06/28/2023 at 9:30am. I do not have any knowledge of a wheel issue. 
  
  To my knowledge we have not been contacted by ***************** after the ***************** visit. 
  
  
  Thank you 
  
  ***************************
  Parts and Service Director 
  Tom Wood Honda
  *********************************************************;
  ************
  

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of 2022 I received a notice about a recall on the Honda Ridgeline that I now own after my father passed away.The recall had something to do with fuel in lines and they replaced it. We do not use the vehicle. A couple of weeks later, my husband noticed that there was a black puddle under the engine.Knowing the vehicle is aged with high mileage, i took it to a local repair shop ************************************* who indicated they could replace the valve covers as this is typically what they see causes the issue. Taking it back to my garage, the leak appeared to still be there. So I called *************** thinking those who are certified and with a dealership would likely be able to quickly locate what caused the leak.After inspection, I received a call indicating I needed to replace the Oil Pan and another part that came to roughly $1,000 to repair. However when I picked it up and again took it home, the leak was still there. I called Tom Wood Honda back and they asked that I bring it back. This time they had it several days to tell me that the Block was cracked and for over $6,000 they can fix it. I was skeptical with the previous work being quoted to fix the leak however did not, so I took it to *************************************, there they replaced the valve cover gaskets and sent it back. Still leaks. They looked again and claimed it was the Cam Shaft Seal(?) and for an addition few hundred dollars they could fix it. But the block was ok.I stored it for the winter and recently took it back to ************************************* for them to determine there are actually two leeks. One from the Oil Pan which was replaced by Tom Wood Honda and another appeared to be the seals also replaced by Honda. Today at ***************, I am told it is a rearend part that they will have to drop the transmission to get to and for another $2200 (with the trouble they are willing to go $1900) to fix the same leak they have isolated to oil ***, valve cover, engine block cracked and now a rearend part.

  Business response

  04/19/2023

  We are currently working with this customer. The vehicle is at our ***************************** store and we are paying part of the bill if she wants it fixed.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Was told that with the extended warranty that for the first ******* mile, if any part of the drive train broke that it would be repaired and it would only cost $100.00. I bought the 2017 ***** Equinox and moved to **. I have only put **** miles on this vehicle and the engine has blown up. The warranty company tells me that they will not pay because a cloged PVC value caused this to happen. You would think that for $3000.00 that this type of situation is covered, there is not a warning light that says cloged PVC.

  Business response

  03/28/2023

  We reached out to ***************** to let him know the claim will still go through Protective. I have also reached out to the dealer to let they know how to process the claim. His vehicle should at the dealership on 3/27/2023.

  Customer response

  03/28/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Tom Wood Honda installed a non-brand alternator in my vehicle without my authorization nor my knowledge.-Two weeks later, this alternator failed, causing me to have to pay for parts and labor for another alternator, and Tom Wood Honda refuses to issue a refund or a warranty for the unauthorized part that failed.See supporting documents in upload section.

  Business response

  10/18/2022

  The General Manager (*********************************) and our former service manager (******) spoke with the client several times and we have informed her that we would be happy to reimburse her for the part. We also shared that all she has to do is return the part - and we will pay for the shipping on it in as part of the reimbursement. To date, she cannot produce the part. We also have reason to believe from her local Honda dealership that there was not anything wrong with the part. She wanted a Honda part and bought an aftermarket one here and decided to replace it on her own. As we've shared with her, we'd be happy to help if she can produce the part. Please advise if this solution will resolve the issue.

• Initial Complaint

  05/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** Saturday, April 30, I bought a **** Chrysler 300C for $5000 from Tom Wood Honda, ********. I drove it the **** miles back to my home in Fishers. ** Sunday, I drive it to and from Target, which is .5 miles from my home. ** Monday, I drove it to work, which is 10 miles from my home. ** my way home from work, the check engine light came on. ** Tuesday morning, I drove it to Auto Zone, which is 2.8 miles from my home. They hooked up a scanner to my car to read the error code, which was P0430. As I was pulling out of their parking lot, I placed my foot on the gas pedal, the RPMs rose but the car would not move forward. So, I pulled into a parking lot. ** the following day, I had the car towed to CarX to have it looked at and they discovered that the transmission was bad and needs to be replaced. A U1101 code was stored in the **** That code had been cleared recently in order to turn off the check engine light. I had had the car for less than 72 hours and had only driven it for a total of **** miles. ** May 10, I called the General Manager, *********************************, who stated that I had bought the car as is, and that Tom Wood Honda was not going to do anything about it because it was my problem. He didnt seem interested in offering any help with the situation and seemed to be telling me to F off!I need a working car. Now Im stuck with payments on a loan for a car that isnt drivable unless I can come up with $3,000-$4,000 to replace the transmission. I didnt purchase a car to have to put that kind of money into repairing it less than 72 hours and **** miles after driving it off the lot. This had to be something the dealership was well aware of before I purchased the car and yet they sold it to me anyway and now wont do anything about it. This is not right! I truly hope you can help me somehow.

  Business response

  05/16/2022

  After speaking with the management team at Tom Wood Honda, no manager has spoken directly with the guest.   The guest is correct that the car was purchased "AS-IS" and it was clearly explained and signed off by the customer.   I have reached out to the store and if you would like to speak directly with a manager please contact *************************** GSM at ************. 

   

  We do want to resolve your concerns but with AS-IS vehicles with higher mileage there are events that can happen outside of our control.   We look forward to hearing from you.

   

   

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Screen shot attached anderson location. After inspection of vehicle, I ended up approving approx. $1500-$1800 of repairs so that the crv would be safe for my daughter. After weeks passing with no communication from Colin, i called him approx. every 3 weeks, since there was a delay on parts. After receiving the part, I was informed by my service advisor that the tech, Joel said the vehicle continued to do the same thing after changing the pressure switch. He looked back at part and compared part numbers, showing a wrong wiring harness, costing almost $1000. I voiced my concern to Colin, my service ADVISOR, that another $1k on a part that ends up not fixing the issue either leaving me with a bill that would total more than the cost of the vehicle is an issue. I was assured this would fix the issue. After several weeks again, I contacted Colin and was told the wiring harness did not fix the issue. He stated I needed a new transmission. My sister and I wentup at the dealership for over 1.5 hours waiting on Colin to return from lunch. I spoke with another service advisor that he talked to Joel I believe and they were going to get a quote for a transmission. My sister and mother contacted Colin to get a quote of the transmission and of what I already owed. Colin told me without a transmission, I would walk away paying close to $3000. At that point, I was frustrated, suffering from the anxiety it was causing me, my niece tried to take over as it was clear to the rest of my family that I had received poor service, advice, and was getting taken advantage of. I spoke with SM Dennis asking for him to remove labor and email me bill. See attached. It was more than what Colin told me. Both Dennis & Damien, general mgr have tried to bully & intimidate me. When asked for explanation of part costs on my bill compared to what I received after speaking with their parts dept. I was threatened with collections and their legal department. No research, no compromise, nothing.

  Business response

  04/20/2022

  Vehicle was originally dropped off on June 2, 2021 (almost a year ago)
  Customer would not approve the work and parts were on back order.
  
  Several months later 9-13-2021 the customer received a quote (thru xtime & time stamped) for $6,994.10 @ 4:38pm . Customer reviewed the quote electronically on 9-13-2021 @ 4:39PM
  Customer approved the quote electronically at 9-13-2021 @ 4:47pm
  
  At this point we did the approved work. Doing the work, we found and suggested other items to be repaired (which were not done or approved). It did take a few months to get all the parts and work completed (sometime in December). At that point the customer was no longer responding to us.
  In March of 2022 Dennis began reaching out to the customer once again trying to get this money collected. At this point Ms. Malcolm began arguing that the charges were too high and unfair. She got another family member involved ( I believe it is her niece ). Dennis and Collin told here they would try to help and get the bill reduced. They agreed to remove all the labor charges. Collin told Ms. Malcolm it would be “around” $3000. Dennis called her back with a final bill of $3,272.05 (discount of $3,722.05, more than 50% off). Ms Malcolm said that was not acceptable, her and her niece then tried to price all the parts out at various locations (NAPA, EBay, Amazon, etc… ) and said we are over charging them for the parts. She offered to pay $1500. Dennis and I told her that was not acceptable and the bill of $3,272.05 is the final bill.  

   

  Customer response

  04/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17067051, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  Christina Malcolm
  

  Customer response

  04/21/2022

  -I never received or approved $6000 for repairs. Never was that amount disclosed to me by my service advisor.
  -A copy of this initial bill was requested and never provided.
  -My first bill wasn't provided until March,after I requested it.
  -Call logs from my attempts to communicate are attached.
  -part prices were obtained from estore.honda.com. This was disclosed on several emails #4 & #10 attached.
  -I explained what I felt was a fair price for services received, frustration, lack of communication etc.#5 attached
  -Mr. ********** has still failed to explain concerns, instead he responded with 90% untruths.
  -I hope he researches and reads again the attachments I have provided, provides an original bill, proof of the $6000 in services that I never agreed to, provides contact information to his superior, or he can just resolve the issue on his own by correcting the prices of the items, I agreed to have fixed, remove all labor costs, and not charge me full price for the wiring harness that I didn't need.
  -in addition, my vehicle had a warranties battery that they stated need replaced and my vehicle currently sits with a flat tire in their lot, when new tires with less than 300 miles on them were what I delivered to their dealership last year.
  Some consideration, it may not be much to you but that vehicle means alot to us.

  Business response

  05/17/2022

  Christina

  
  There were text messages with estimates that were texted and approved from your phone or whomever phone is attached to the vehicle back in September, The text was viewed over 5 times within 3 hours with a total of $4170.21 before taxes. That same number was notified that the vehicle was completed in December 2021. Those are time stamped and can only be approved by the customer. We did not hear from you for several months. In March the dealership was reporting the vehicle as abandoned, that is when Dennis reached out one last time and began working with you to get the issue resolved. This has been going on since June of 2021 and this is why Dennis discounted the repair order so much. The vehicle has sat on our lot untouched for over 5 months now and we have offered the discount, we have not added any storage fees and we even have payment plans through Sunbit if you qualify. We are more than happy to look at the tires and get them aired up to proper levels once the bill has been resolved.  

  Customer response

  05/21/2022

  I showed evidence of my attempts to make contact. Where is yours? I have never denied approving work to be done, my issue has been with the bill after I received my supposed "discount" on my bill. Whoever is responding to these complaints, since there is no name attached to them is incredibly uninformed or it's the GM Damien who just straight lies to cover his own... you get where im going with that....
  They did state they gave a discount for the lack of contact and communication. But neither Dennis nor Damien offered assistance in explaining the bill after my "discount". Considering I have still yet to receive an initial bill to compare, or even just one that shows my actual charges by line. Instead, I have been given a bunch of papers to try a decipher, and from my calculations, I'm being over charged.
  I have made contact with the a COO via zoom and look forward to ending this issue by the end of this week.

*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. ↩