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:10/30/2024

  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 brought my Honda odyssey to them about a month ago because the battery died on me. It also needed some recall work and an oil change. It was a pleasant experience the first time. They told us there was nothing wrong with the battery and did the other work needed. I then came home with a broken rearview mirror, a trunk that wont close properly and the battery died yet again leaving me stranded at 8 months pregnant with 2 small kids on the side of the road! I called the business today and got a girl named *** on the phone. The conversation started out fine but then she kept interrupting me, being rude to me and arguing with me. I asked her what her attitude was for and she completely avoided my question and just sighed at me. She then refused to transfer me to someone else and refused to give me her managers contact information. At this point I was irate. I hung up on her and called the operator who also refused to give me a manager and I yelled at her. I finally spoke to someone named ***** who was very professional and kind. I got a call back from a man named ***** who then blamed me for the way the calls were handled!!! Of course I yelled at your employees and called them names- they treated me so badly and I have a right to defend myself!! I want them to fix the issues they caused on my van. I also want a free battery for my experience and I want an apology from the **. We wouldnt be at this point if *** had conducted herself properly! ***** wants to ban me from the dealership because I hurt a little girls feelings but really he wants to avoid doing the work and he wants to discriminate against a pregnant mother and her husband who is a disabled combat veteran! Shame on *****! He is putting the interests of a girl at the dealership above the customer and thats BAD FAITH. I also didnt give him permission to record my calls and was never told the calls were recorded and I want them removed from their internal system asap.

  Business Response

  Date: 10/31/2024

  Dear Ms. ************** have read the complaint and would like to respond. 

  I have attached a copy of the battery test that was performed on the customers vehicle. This was the only time the vehicle had been to the dealership for any type of service. As you can see by the attachment, the battery tested "good". With good customer service in mind, there was no need to try and sell the customer a new battery when the one they had tested good.

  I would like to respond to the customer stating that ***, "interrupted me, being rude to me and arguing with me". I tried to attach an audio file for your records but your system would not allow the type of file it was in. I would love to send the audio file to you via email but would like for your permission first. In the audio file you will hear that *** did not interrupt or argue with the customer. *** was trying to resolve the issue quickly. *** did not have the attitude in this audio.

  I would also like to send you the audio file from the conversation with the operator in which you will hear the customer state that if she has to come to the dealership "your all going down". The operator felt very threatened from this statement and hung up on the customer.

  It is because of this statement that Indy Honda would like to request that the customer not return to the dealership.

  In regard to recordings. With every phone call that comes into the dealership, there is a message that says "we may record this call". You will hear that message at the beginning of each audio file I send you.

  Please let me know if it would be permissible to send the audio files to you or if you would need anything further.

  Regards,

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

  General Manager

  Indy Honda

• Initial Complaint

  Date:10/14/2024

  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 am submitting a formal complaint against Indy Honda due to their negligence in servicing my vehicle, which resulted in significant financial loss and an unresolved issue with engine ********** December 2023, I brought my 2014 Honda Fit to Indy Honda for routine maintenance. On July 29, 2024, with less than ****** miles on the vehicle and 40% oil life remaining, I experienced catastrophic engine failure. Upon investigation, the repair dealership found that the drain plug had not been properly tightened, leading to a lack of lubrication and ultimately causing the engine to fail.Three separate partiesthe repair dealership/certified Honda dealership, Fidelity Warranty, and Honda Corporatehave all cited Indy Honda's negligence as the cause of the engine failure. I have provided all relevant photos and all maintenance records to demonstrate my diligence in maintaining the vehicle.Despite this evidence, Indy Honda initially denied responsibility, claiming they were not negligent in the servicing performed. They stated that if the drain plug had been loose, symptoms would have been immediately present. Indy Honda declined providing assistance but continued communication once I reiterated that multiple parties linked the engine failure directly to them.Indy Honda then claimed the absence of threads causing the lack of lubrication. After I provided clearer photos showing the presence of threads, they returned to their original claim, insisting that symptoms should have appeared sooner, despite my experience of no issues for 7 to 8 months post-service.I am seeking reimbursement for the repair costs, totaling over $5,000, as well as $1,300 spent on a rental vehicle while my car was out of commission. I believe Indy Honda should be held accountable for their actions and the financial burden I have incurred as a result of their negligence.Thank you for your attention to this matters.

  Business Response

  Date: 10/15/2024

  Dear Ms. Davis,

  I have read the complaint by the consumer and would like to respond.

  Indy Honda is not responsible for the engine failure. While this is a very unfortunate situation there is no direct evidence that Indy Honda did anything to cause this issue for the consumer. There would have been noticeable oil leakage from day one if the drain plug was not put in correctly and then engine would have sized up long before 8 months after the service due to all the oil leaving the engine. 

  The consumer has stated that there are 3 sources that are putting the blame on Indy Honda. Please have the consumer forward written documentation from these 3 sources stating this. Our opinion is that this is hearsay and there is no documentation or evidence from any of the sources that they can make this claim.

  At this time Indy Honda will not be offering any assistance in this matter.

  Regards,

  David Piercefield

  General Manager

  Indy Honda

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22420577, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Has the company addressed the issue of the dispute?
  No.
  
  
  If not, why?
  I am writing to address the points raised in your recent message. While you state that there is no direct evidence linking Indy Honda to my engine failure, I have received confirmations from multiple credible sources, including Fidelity Warranty, Honda Corporate, and my repair dealership, all of which attribute the catastrophic engine failure to improper workmanship during my oil change service at Indy Honda.
  
  
  Specifically, they confirmed that the drain plug was not secured properly, resulting in oil leakage that ultimately led to engine failure.
  
  
  Despite my multiple requests for written documentation from these entities, I have yet to receive the paperwork. However, I am prepared to provide a detailed record of each verbal confirmation, including timestamps and statements:
  
  
  September 18, 2024, 1:53 PM: A Fidelity Warranty representative stated that my drain plug was not tightened by my last service provider, leading to lack of lubrication. When I expressed that I had not seen oil leakage, he noted that any oil would have been contained in the oil pan and that the oil that leaked out during failure was due to oil spraying out from the pan.
  
  
  October 10, 2024, 5:51 PM: A representative from Honda Corporate mentioned they could not intervene because the engine failure was due to outside influence and a workmanship issue at Indy Honda. They reiterated that because Indy Honda is independent from Honda Corporate, Corporate is unable to assist me moving forward. 
  
  
  September 18, 2024, 1:04 PM: Phillips from White’s Auto Mall shared that my claim was denied due to lack of lubrication. He stated that the service provider who last serviced my fluids did not properly tighten the bolts and provided photographic proof of the dislodged plug.
  
  
  October 16, 2024, 12:04 PM: When I reached out to Phillips for written documentation regarding my last service provider's negligence, he expressed uncertainty regarding sending this statement but encouraged me to send my post-service invoice instead. He noted finding the plug in the engine shield and mentioned he was “unsure” why there is pushback regarding reimbursement.
  
  
  October 16, 2024, 12:04 PM: I spoke with Ricky from my repair dealership, who stated, "I don’t know if I can send that," highlighting the ongoing pushback I'm experiencing regarding requested written documentation about my last service provider, Indy Honda.
  
  
  In my conversation with Fidelity Warranty today, I received a new email address to request proof, and the representative acknowledged that “it should not take this long” for me to receive the necessary documentation, which I initially requested on September 19, 2024.
  
  
  I specifically asked Fidelity Warranty about the absence of oil spillage on September 18, 2024. The representative confirmed that any leakage would have been captured by the oil pan, suggesting that the failure could occur over time without visible signs of leakage.
  
  
  On September 18, 2024, at 2:20 PM, I contacted Indy Honda for my service notes after Phillips and Fidelity Warranty linked the loose plug to the engine failure. The Indy Honda worker inaccurately stated, “we didn’t even touch your engine.” This statement is misleading, as the service included an oil change requiring access to the drain plug.
  
  
  Additionally, my research has uncovered numerous similar cases where engine failures occurred (4-8 months) after service due to improperly secured drain plugs. These situations directly contradict your assertion that “noticeable oil leakage” would manifest immediately if the drain plug were not secured.
  
  
  Given that I drove less than 5,500 miles in eight months, with the oil life indicator at 40% when the engine failed, it’s evident that minor leaks can take time to show symptoms, especially in infrequently driven vehicles.
  
  
  I believe that speculative statements from Indy Honda should not overshadow the professional assessments provided by Fidelity Warranty, Honda Corporate, and my repair dealership. My verbal confirmations from reputable sources clearly attribute the engine failure to Indy Honda’s negligence, and I hope to clarify that this is not merely “hearsay.”
  
  
  I respectfully urge you to reconsider your position and offer a resolution to this matter based on the evidence provided. This situation has caused me significant financial strain, exceeding $6,000, and has left me feeling frustrated, drained, and unheard in my pursuit of accountability. I look forward to your response and hope we can reach a fair resolution promptly.
  Regards,
  
  Danielle Carthell
  

  Customer Answer

  Date: 10/17/2024

  Good afternoon Ms. Davis, 

  Thank you for your inquiry. 
  
  To the best of my knowledge, I do not have any specific warranties with Indy Honda. 
  
  However, when I purchased my vehicle, I opted for the Platinum Plan warranty through my home dealership, and I confirmed this coverage with them after the engine failure occurred.
  
  Additionally, I now have inspection notes from Fidelity Warranty that highlight the cause of my engine failure, confirming that it was due to lack of lubrication caused by an improperly tightened drain plug. I am happy to provide these notes if needed!

• Initial Complaint

  Date:09/18/2024

  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.

  I recently bought a new car from the dealership. I asked the salesman when I was looking for a car if they do any add-ons when the car is being prepped. He said no. I was not told of any additional services that would be added to the purchase price. The finance manager brought a tablet out with different options of upgraded service contracts I could purchase (Platinum, Gold and Silver). I told him I didnt want any of the additional warranties. He went back to his office, only to come out again, lowering the price from $4000 to $3000 for the Gold plan. I asked him how much the Silver plan was and he told me its included. I told him again I dont want the extended service plan. He went back to his office, returning for a third time, lowering the price to approximately $2300. I again told him I was not interested in any of the plans. He finally accepted what I was saying and had me digitally sign all the forms. The next day that I realized I had paid $990 for RecovR. This was the Silver plan that was supposedly included in the cost of the car. I talked to the salesman on Saturday August 31 and told him I didnt want the service and wanted credited for it. He told me he would investigate it and get back with me. I waited until Sept 4 and when I didnt hear back from him, I called the dealership and talked with a finance manager. I told him my issue with having the plan added without my consent. He said he wasnt the one that did the paperwork for me, but he would look into it and get back with me. When I didnt hear back from them for the second time I called Honda **************** Line. I was told the dealership would need to be called about my issue. I called Indy Honda for a 3rd time but had to leave a message. No one has called me back. I feel Indy Honda was deceptive in the way the service was added to my invoice without any knowledge from me. I feel $990 was stolen from me. I would like to be credited for $990 plus tax.

  Business Response

  Date: 09/19/2024

  Dear Ms. ************** have read the complaint from the customer and would like to provide some documentation for your review. I have attached the purchase order from the sale along with 2 recovr agreements.

  As you can see by the documents that all three forms clearly state that the vehicle was sold with the recovr devices and the customer has signed all three of the documents.

  In the interest of customer satisfaction, Indy **************** would be willing to reimburse the customer $300 in trying to maintain a relationship with them.

  Please let me know if you would need anything further.

  Regards,

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

  General Manager

  Indy Honda

  Customer Answer

  Date: 09/19/2024

  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 know I signed the forms. I believe I was mislead by not being informed of the addition of the RecovR to the purchase price of the vehicle. It took 3.5 hours to complete the sale of the car. My understanding was that I rejected the Platinum, Gold and Silver warranty plans being offered. I want a complete refund and I will return the discs and box by registered mail. This will leave both parties even. I have no use for this item and I don't feel they should be rewarded for questionable behavior. 
  
  Regards,
  
  ****** ******

  
  

  Business Response

  Date: 09/23/2024

  Dear Ms. ************** have read the response from the customer. Unfortunately there are other costs involved with the RecovR process and that is why we are willing to reimburse the customer $300 in the interest of customer satisfaction.

  We will not be able to offer anything further than the $300 and feel as if this is a reasonable solution.

  Sincerely,

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

  General Manager

  Indy Honda

  Customer Answer

  Date: 09/25/2024

  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. 
  
  
  

  Regards,

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

• Initial Complaint

  Date:08/20/2024

  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.

  I scheduled an appointment with Indy Honda for service on my Honda CRV for 9:15am based on their availability. I called at 2pm the same day to ask about the status of my vehicle and was informed they havent even began working on it. I feel I was mislead by Indy Honda service team in their ability to work on my car during a scheduled appointment. This should be reflected poorly on this business until their management team can develop a program that can deliver the services they are selling within a reasonable amount of time from what was scheduled. Its one thing to have unforeseen delays while working on the car but to not even start it nearly 5 hours after the appointment is shameful

  Business Response

  Date: 08/22/2024

  Dear **************,

  I have received and read the complaint and would like to respond.

  The customer had a 9:15 drop off appointment with our service department. This was not a situation where the customer was waiting at the dealership for the maintenance to be performed. The service department had informed the customer that it would be finished in the afternoon which they acknowledged.

  The customer had brought a bicycle with them to ride home so it was evident they were not anticipating the vehicle to be serviced at 9:15. 

  We are sorry for any inconvenience this has caused and would be willing to offer the customer a free oil change for their next service.

  Regards,

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

  General Manager

  Business Response

  Date: 08/22/2024

  Dear **************,

  I have received and read the complaint and would like to respond.

  The customer had a 9:15 drop off appointment with our service department. This was not a situation where the customer was waiting at the dealership for the maintenance to be performed. The service department had informed the customer that it would be finished in the afternoon which they acknowledged.

  The customer had brought a bicycle with them to ride home so it was evident they were not anticipating the vehicle to be serviced at 9:15. 

  We are sorry for any inconvenience this has caused and would be willing to offer the customer a free oil change for their next service.

  Regards,

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

  General Manager

  Customer Answer

  Date: 08/22/2024

  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.

  i Made and appointment at 9:15 and the business didnt even start working on my car until after 2pm. When I brought my car in for the appointment I was never told that by not staying with the vehicle that my car wouldnt get worked on and effectively be deprioritized. The response from the business failed to acknowledge their missteps or offer any corrective action to prevent reoccurrence. 

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

  
  

  Business Response

  Date: 08/26/2024

  Dear **************,

  I have read the customers view on our initial response back. While we do apologize for this inconvenience that the customer feels we do not feel that the customer was mislead in any way.

  We again would like to offer a free oil change for the inconvenience this has caused. While we strive to make every customer a satisfied one, there are unfortunately times when this does not happen.

  Regards,

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

  General Manger

  Customer Answer

  Date: 08/28/2024

  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. 
  
  Indy Honda should not offer appointments at all if it doesnt reflect the businesses availability to do the work. Worst case indy Honda should inform the customer during their appointment that they will not be able to start the work during their regularly scheduled time. All I am asking is that Indy Honda commits to improving their program so that this type of issue doesnt happen again. 

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

  
  

• Initial Complaint

  Date:04/06/2024

  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.

  Purchased a vehicle in 2020. At the time of purchase a warranty came with vehicle. An extended warranty was also purchased. Copy of paperwork shows 3 year maintenance plan; however, the person who sold the vehicle marked on the paperwork a 3 year maintenance warranty except for oil changes he provided a "5 year or 10 oil changes / tire rotations". Well still within both 5 years and 10 oil changes. When went to schedule the oil change, they would not honor it stating that it was 3 year even though the 5 year was marked. (Maintenance includes more than just oil changes). The service tech was rude (not the first time either as there was an issue prior with a different problem). When explained about had the paperwork that shows it, service advisor was like we don't know why the marks are there, they could have bled through from something else. This is a carbon copy. Pull the original and see. Office person never called. When went in there sent a sales rep who just went and talked to the service person instead of getting management. Called in and left a message for GM to call back to try to avoid having to file a complaint. Surprise still no call back. The company needs to honor the contract on the oil changes or supply a refund for what 5 oil changes and 10 tire rotations would cost as that is what is still owed to based on paperwork from purchase).

  Business Response

  Date: 04/11/2024

  Dear BBB,

  I have read the complaint and would like to provide you with a response. The customer was sold a 3 year maintenance plan. As you will see by the first attachment on page 3. It is very faint due to it being a carbon copy but you can identify that the term is for 36 months and the expiration will be on 7/16/2023. This is signed by the customer. The second attachment is another copy that stays with the deal and is much clearer. It mirrors the first attachment less a signature. 

  In fairness and trying to maintain customer satisfaction Indy **************** is willing to provide 2 additional oil changes and tire rotations for the customer at no cost. This would basically be splitting the difference between the expired 3 year plan of 6 and a 5 year plan of 10.

  We feel that this is a very fair resolution to the situation. 

  If you would need anything further, please feel free to reach out.

  Regards.

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

  General Manager

  Indy Honda

  Customer Answer

  Date: 04/11/2024

  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 

  Honda rep is trying to call 2 oil changes fair.  He tried to make it sound like it was the same thing by saying it was same paper. (As stated one is faded and the other is more clear).  I included 2 different pages / forms.  One showing the extension of warranty and the one with the maintenance warranty and the oil change.

  Maybe you should go pull the hard copies if they are so "faded".

  Common sense knows that maintenance warranty covers more than just oil changes and tire rotations.  Probably why the oil change and tire rotations are in a section off to the side by itself.  (The section is clearly marked for 5 YEARS OR 10 OIL AND 10 TIRE ROTATIONS).

  I am NOT asking about other maintenance coverage as that would be expired but clearly the oil change and tire rotations were marked separate with the 5 year marked warranty.

  Honor the area marked. Offering 2 oil change services is not honoring your portion of the 10 OIL & TIRE ROTATIONS. 

  I enclosed a closer shot of the oil portion as well as a side by side showing it was 2 different forms.

  Once again this company is trying to shoot c*** at me.

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

  
  

  Business Response

  Date: 04/15/2024

  Dear BBB,

  I have read the rejection letter and would like to give a response.

  The cost of a 3 year maintenance plan in 2020 was $399, a 5 year plan was $599. You can clearly see in the screenshot the customer sent that the customer was charged $399 for a 3 year plan which was hand written under Program Options. 

  There might be some confusion pertaining to the extended service contract that the customer purchased as well. That is for 120 months or ******* miles and is still in effect today.

  Indy Honda feels again that a fair resolution would be to split the difference between the 6 oil & filter services and 6 tire rotations the customer purchased and the 10 for the 5 year plan that was not purchased. Again, Indy Honda is willing to add an additional 2 oil changes and tire rotations for the customer, which is above what the customer has paid for. 

  Thank you for your time.

  Regards,

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

  General Manager

  Indy Honda

  Customer Answer

  Date: 04/26/2024

  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. 
  
  
  

  *********** needs to provide the original copies of everything.
  
  The signed copy is the valid copy.  A signed contract is the legal document. The signed contract is marked and agreed upon (5 year / 10 oil change and tire rotations and 3 year on all other maintenance was what was agreed upon) which is obvious as that was the signed version! An unsigned copy is NOT a contract and does not mirror the signed  copy as this company stated. Description of a "mirrored" copy.
  
  A mirrored copy is "a doctrine stipulating that any acceptance of an offer is deemed to be an to be an unconditional assent to the terms of the offer exactly as it is, without any changes or modifications."  *********** is stating mirrored but there are changes to that paper.
  
  The fact that this company is trying to supply a copy of a not signed piece of paper with different information on it kind of looks fraudulent as that copy was never provided to us.
  
  

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

  
  

• Initial Complaint

  Date:01/11/2024

  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.

  On 12/01/23 I took my 2017 Honda CRV to **** Honda for an oil change only. The Service Advisor, ************************* had stated that the dash codes stated a tire rotation and transmission fluid flush were due as well. I declined both stating that because had purchased my tires from ******* they perform the rotation for free. Upon reviewing my service invoice after arriving home, I discovered that indeed a rotation had occurred and I was billed. The same day I contacted the Honda ********************* phone number provided and was told that my issue of an unauthorized service would be discussed with the Indy Honda Service Manager, ***** and he would call before the of day. After no response was made, I contacted the **************** number again and was told that the issue would be relayed to a supervisor. I did then receive a call back on 12/05/23. ***** said I would receive a refund of the rotation charge of $34.95 within a couple weeks.I waited until 01/04/24 and contacted the **************** number again to report that NO REFUND HAD BEEN ISSUED. The gentleman, ***, stated he or the Indy Honda Service manager, ***** would call be back the next day. That follow up call has not happened. As of this date 01/10/24 no follow up call, text, email or a refund has been realized. Being a senior citizen in his seventies, I feel that I am being taken as an old man that will forget or give up on this problem. Im concerned that how many other seniors are being charged for unauthorized services. If they cant or will not take care of small amount of $34.95 how do they deal with larger issues.

  Business Response

  Date: 01/12/2024

  **************,

  I greatly apologize for the lack of communication and transparency from my staff. I will make sure that we get a refund check for $35 sent out to the customer asap.

  This does not align with the Rohrman Automotive Group values and I will be addressing with my staff.

  Again, I apologize and will rectify this situation.

  Regards,

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

  General Manager

  **** Honda

• Initial Complaint

  Date:06/26/2023

  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 took my car to **** Honda because the heat plate came off my catalytic converter and it was running bad. They replaced my timing belt and chain and also did a complete tune up, to include flushing all systems ($3500). When I picked the car up it seemed to be running worse than before. I took it back, less than a week later, and they sold me another transmission flush, at $500. So, I pick it up and it once again, it is driving bad. At this point we have ordered the heat shield ourselves and was waiting on it to arrive to schedule an appointment. The heat shield arrives and I call to schedule an appointment, this was June 6, 2023. They couldn't get me in until the following Monday. I then went outside to leave and as soon as I started driving my check engine light started flashing. I immediately pulled over, called AAA and had the car towed back to Indy Honda. I spoke to ****** in the service department and she told me to have the driver bring the keys directly to her and she would handle it. She was also going to have it seen on Thursday, June 8, 2023. So, Friday I look on the app to see what is going on and my car has missed it's appointment. How can it miss it's appointment while it is sitting on the lot? I call ****** and she can't find my car or my keys. She suggests I call AAA and confirm they did drop it off. By the time I get the information from the driver it is late and I have to call back the next day. I spoke to a manager who IMMEDIATELY found it. It was then scheduled for service on Monday (my original appointment). They tell me my engine needs replaced and they have to break it completely down for the warranty company. After they break down my engine they find the rocker arm is broken. The rocker arm is NOT an internal part of the engine and it is not necessary to tear down the engine. I believe they broke it when adjusting my valves. They refuse to help with any cost, including rental car. When I picked up the maintenance required light was on. Cont.

  Business Response

  Date: 07/01/2023

  **************,

  I have read the complaint that was sent in by ************. After speaking with my service director and understanding his side of the situation, I would be willing to assist the customer with $1,000 as a goodwill gesture. The vehicle does have an extreme amount of miles on it and has not been serviced regularly by our service department. I feel as if this is a very fair resolution to the situation.

  Respectfully,

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

  General Manager

  **** Honda

  Customer Answer

  Date: 07/18/2023

  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. 
  
  Please review the attached documents.
  As you can see, on 5.8.23, during the **** the only thing that failed was the belt. However, they did not actually do a full inspection under vehicle, and I was charged for that.
  On 5.16.23 NOTHING actually failed, but I was sold an additional transmission service that, according to the service advisor, should have been caught on the first visit. We were even given a discount for this.
  On 6.6.23 I called to schedule another appointment and was given an appointment date of 6.12.23. However, that day my check engine light started flashing and I had the car towed to Indy Honda on 6.6.23. I spoke to ****** who agreed to get the car in on 6.8.23. On 6.9.23, after seeing on the app that my car had missed it's appointment on 6.8.23, I called ****** and she couldn't find my car or my keys. She suggested I call AAA to make sure they towed the car to the right place. By the time I got a hold of them it was after hours so I couldn't call Indy Honda back until the following day.
  On 6.10.23 I called Indy Honda and spoke to *************************. He immediately found my car, which was parked right outside of the service center, he said he couldn't understand why they would tell me they lost it. He assured me it would make its original appointment on 6.12.23. Additionally, I do record all my phone calls (my phone is a work phone) so I do have all of this recorded.
  On 6.12.23 my car missed it's appointment AGAIN. By this point, I had been in a rental car for a week. I have attached a screenshot of my charges from the rental company. They did not actually inspect my car until 6.22.23, 10 days after my original appointment. I'm not sure how it took that long to inspect because they were already trying to get my warranty company to replace my engine by that point.
  On 6.22.23 the inspection reflects a need for new brake pads and the passenger air filter. Nothing else failed. However, my rocker arm was broken. Had my rocker arm been broken on that first visit, it would have been noticeable when they adjusted my valves. I believe they broke my rocker arm when they adjusted my valves, since it does not generally break on its own and the car was driving worse after I picked it up, hence the need to take it back immediately. 
  On 6.23.23 when I went into the dealership to speak to a manager it was a nightmare and I have audio recording of the manager being incredibly rude. He asked if I was there to pick the car up (I was not, they had never even called to say it was finished). I asked if it was finished and he said yes but refused to even discuss my issues or the fact that I had been in a rental for weeks due to their negligence. After I paid and got in the car, I had 3 different service lights pop up (they had NOT been on when I took it in). I went back inside and spoke to the manager, he offered to reset my lights but refused to look at the car to find out why they were on. He stated I probably needed my oil changed. I would like to point out they did engine work, which would require them to drain and refill my engine with new oil. I ended up having to go inside to find a sales manager to look at my car. After the manager hid from me and refused to come look at it, ************************* got involved and told him to take care of me. He went outside and confirmed all the service lights were on.
  On 6.23.23 I drove straight from Indy Honda to ****** Honda to have it inspected. At this point, I believe Indy Honda had done so much damage I wanted to make sure it was thoroughly inspected by another Honda certified mechanic. When we first pulled in they opened my hood and upon initial inspection they found the oil was low, the brake fluid was extremely low and discolored, coolant was contaminated (this was changed by Indy Honda), the engine had a zip tie holding it together and the engine cover was broken. 
  On 6.26.23 (during official inspection) it was found that my oil pump was leaking and required reseal (I believe this was due to Indy Honda). My tie rods needed replaced, front and rear brake pads AND rotors, rear differential fluid, cabin filter, brake fluid and the #6 connector is broken at #6 coil and being held together by zip tie. These additional repairs cost me almost $5000 plus an additional week in a rental car. 
  I have tried numerous times to reach Mr. ********* with no success. I have tried repeatedly to contact **** Rohrman, who did respond and tell me to contact Rohrman cares. I also did this and there has been no follow up.
  Additionally, it wasn't until I took the car to ****** that the original reason I took the car in was even addressed. All on all I spent $1976.06 on a rental car, $4732.74 at ****** Honda and $5024.03 at Indy Honda for a grand total of $11,732.83. A $1000 "courtesy" credit is not going to cover these lost monies.
  
  
  Regards,
  
  *******************
  

  Business Response

  Date: 07/24/2023

  Dear BBB,

  I have read the rejection letter that was sent by the consumer. The vehicle was brought to **** Honda and serviced was performed. Indy Honda did not damage the vehicle nor add to the current issues that it has/had.

  The vehicle is a high mileage vehicle that was not serviced at Indy Honda in the past. 

  The final offer would be a $1,500 Goodwill gesture to the consumer. 

  Respectfully,

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

  General Manager

• Initial Complaint

  Date:03/28/2023

  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 was In the market for a vehicle after my car was totaled in an accident. I was mainly online shopping so I was getting a lot of calls for the inquiries I submitted. I was contacted by ***************************** on 3/7/23 in reference to a 2016 Malibu . I did the pre approval and was approved with a down payment of $4,000. I went into the dealership the very next day to test drive the vehicle. Me and ****** test drove the vehicle literally less than one mile and everything seemed okay. On 3/7/23 ****** explained that there was a lot of work put into the vehicle which would mean I would be okay for a while. I signed the paperwork and ****** even asked me for a picture. Initially everyone was nice ( IN THE BEGINNING) after signing paperwork I got in the vehicle and drove less than two miles and the engine light came on. I immediately contacted ****** BY sending a picture & also by calling and letting him know what was going on . His exact words were oh no we just got that thing off, let me talk to my supervisor and Ill get back with you on when you could bring the vehicle in he then called and told me a day and time . I told him that that time didnt work for me because I work during the time he offered me . He said he would call me back with another time , he never did! I took the vehicle to the ***** dealership and was charged a $100 diagnostic fee .. I found out the vehicle had over $2,000 in repairs, ***** told me that it was illegal for INDY HONDA to sale me a vehicle with the emissions issues that the vehicle had .. there was problems with the engine which was giving a code which means the engine was starting to affect other parts of the vehicle .. the catalytic converter being one of them. I was told to start to collect my proof and basically get ready because this dealership was known for this type of things so thats what I did .. I called and texted and reached out to multiple people including the finance manager ***************************** . ****** accused me of hitting something saying that there was no way that the catalytic converter just started having issues out of nowhere he was not empathetic nor did he try to help me . He basically said that I was on my own and told me to get a second opinion because ***** couldve been just trying to get you to pay for something that you dont need I got a second and third opinion everyone said the same thing .. this car shouldnt have been sold to you its illegal I contacted Indy Honda again and was referred to *********************** , who told me to come in and get the car looked at the forth opinion came from INDY HONDA . WHO confirmed that everything everyone was saying was in fact true. That the catalytic converter was faulty. My appointment was Friday ***** told me that at least the car is Drive able he also said that his manager was not in and he would call me first thing Monday morning. His exact words were Ive seen things like this happen here and because its so new and you just got the vehicle.. this could go two ways my manager could pay 100% or 50%. I was shocked because at that point I had the vehicle less than 20 days . ***** didnt return my call Monday I had to call him . When I spoke to him he told me that his manager said he would not fix the vehicle and would only help with $300 out of the $2,000 fix. What ever you do DO NOT go to this lot . I have contacted the BBB, a lawyer , EPA , Roman ******** bank& my finance company to stop this illegal sale. I will not pay for this repair nor this lemon like vehicle. I tried to allow them to help but no one did not even the supervisor. I do have proof of all conversations I had with EVERYONE IVE HAD CONTACT WITH AT THIS DEALERSHIP!

  Business Response

  Date: 03/29/2023

  During **** Honda's used car inspection of the vehicle there was no emission light on so there really is no way of knowing that the vehicle had an issue.

  Although the vehicle was sold 100% As-Is. **** Honda will fix the issue.

  Please have the customer contact *********************** to make arraignments for the service.

• Initial Complaint

  Date:03/07/2023

  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 from *** Rohrman Honda Indy on 9/10/22. I have had NOTHING but issues since the moment I signed for my vehicle. I have now had to get rid of vehicle as it was un-drivable!! I bought a 2019 Honda Odyssey which was tore apart in the service area at the time of purchase. I drove a different van the day of purchase (same make and model) and was told my van would come in the same condition as the van I test drove (which was great condition.) To make a VERY long story short- I received my vehicle Wed. 9/14/22. The vehicle was delivered to me at work. After I was able to get out of work and inspect the vehicle further, I noticed all paneling inside my vehicle was not in place properly, a hole in the ceiling of my van from a part that was missing, passenger side mirror was loose, there was a front piece around turn signal broken and not in place, back passenger sliding door button was not working and heating/air controls in back seat didn't work. I have went back and forth w/dealership more times than I can count. This is the VERY short version!! I have every text, email, and picture I have sent between the dealer's manager (*******) and every text, email, and picture I have sent to salesman (*****). This has been MORE than a terrible car buying experience. The dealer also sent me the title to the van with no lien holder added to title. Therefore, it looked as if I owned the van, which I do not. I have a loan. I had to take title to BMV to fix and had to pay fee. The dealer did pay me fee back after I asked 3x with no response. I am STILL waiting on side view mirror that I was told was mailed out 2+ weeks ago. I have called and text for update 4x, with again, no response. Let me end with, I walked in with a loan already in my name, I had a vehicle to trade in, and I did not ONCE haggle with price. I can't explain in ***** words how terrible this experience was. Unless you want to BEG for communication & have issues, I would avoid this dealership.

  Business Response

  Date: 03/20/2023

  I have read the complaint and would like to respond. Indy Honda did make several attempts to correct the situation. The customer was contacted as well in an effort to resolve issues. Indy Honda also was able to track the side mirror and it was to delivered to the customers address.

  Indy Honda does regret the need for the customer to have to trade the vehicle in.

  If there is something further that we can do please feel free to reach out.

   

  Respectfully,

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

  General Manager

  Customer Answer

  Date: 03/20/2023

  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. 
  
  I do not accept this response as it is untrue. I was contacted by the *** Rohrman **************** who stated I would be contacted by your business to fix my problems and I was never contacted by you or your dealership. When *** from *** Rohrman Cares called me back he was shocked that I never heard from your dealership to repair all of my issues. At that point I had already traded in the vehicle as it was UNDRIVABLE. So I told *** there was obviously no reason to continue dealing with that situation. But he SHOULD be dealing with the fact that you have a customer with such a TERRIBLE experience and not letting it happen again. I did receive the side view mirror and that was BEFORE I was contact by *** Rohrman Cares and was told my mirror would be put on the car and several other issues would be fixed. But again, I was never contacted again as I should have been following my discussion with ***. I have all records of every text, call, and email that was sent if you would like that. This would show you each step of this HORRIBLE process.
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 03/28/2023

  Indy Honda is very sorry for the experience that the customer had when purchasing their vehicle. 

  This situation will be used as a training resource in regard to communication and transparency with all customers moving forward.

• Initial Complaint

  Date:01/10/2023

  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 new car from INDY HONDA last month, and we agreed that the price was $29,600, and I also sold my old car to you for $5,000. Then he made a loan for me and asked me to sign some documents. I signed because I dont understand English. I think companies like HONDA should not cheat customers.At that time, I asked him how much was the interest and how much was the loan?He said he was helping me with the loan, let me know later!When the loan ended, he told me it would be $780 a month!I did the math $780 x 48 month + old car 5000=$42440 my car only$29600,why i need pay $42440?he wrote my car total loan $35527.51 ,tax ****, warrant **** I said I didn't buy warrant,I don't even know when he added it to me!and He said my interest is 8%,I don't even know why the 8% interest didn't notify me in advance,my car $29600, why tax $****, (it's a crime)I chose HONDA because it is a big company and a company trusted by customers. I didnt expect it to be a scam company. Now I see the HONDA car, which makes me feel like a scam company. I have to pay ****** for a $29,600 car. I hope you can give me a reasonable explanation

  Business Response

  Date: 02/27/2023

  Dear BBB,

  I have received and read the complaint that was filed by ******** and would like to respond. All documents and warranties that were sold to the customer were disclosed and signed for by the customer. I have attached all documents for your review.

  The monthly payment is somewhat high due to the customer choosing a 48 month loan term. The loan rate is determined by the lending institution and is based off of customer credit history.

  Some of the products that were purchased can be cancelled but not all of them. The customer would need to come to the dealership and speak to one of the finance managers to get that process started.

  I hope this helps to clear things up for the customer.

  Respectfully,

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

  General Manager

  Indy Honda