ComplaintsforPenske Honda

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 9/8/23 I took my Honda Accord to Penske Honda because of several failed starts. The car would usually start on the second attempt. A new starter was installed at a cost of $800.20. I returned the car on 10/24/23 for other recommended services. When I picked up the car, the first attempt to start it failed. Of the next 69 attempts, 5 failed. On 10/30/23 I spoke with ***************************, the Honda Service Manager, about the problem and was scheduled to bring in the car on 11/1/23 for additional diagnostics.When I explained the reason for the appointment, the service writer seemed surprised when he looked back at the earlier appointment and found that the diagnostic on the battery and starter had not been entered in the computer system. I explained the continuing problem, indicating that on a failed start there were no lights on the dash and no noise. He asked if that was the case before the first appointment and I replied that it was. We both wondered if the problem might be an electrical short. When I picked up the car, the service writer said the 1st starter had failed. I asked how he could be sure, since the diagnostics were not in the computer, and he said he asked the tech. (For work done almost 8 weeks ago.) They were unable to duplicate the problem and had checked all connections, etc. However, I was very unhappy that the paperwork I reviewed later had a fabricated statement. (When this failure would occur all of the interior lights would turn on and there would be an audible click coming from the engine compartment. That symptom is indicative of a failing starter.) That is emphatically not what I said. It seems the statement was designed as a justification for replacement of the original starter.There has been absolutely no response to my complaints. One letter to the Service Manager, 2 email responses to inquiries from the **************** Rep, and a final letter to the Area VP for Penske Honda were all ignored. I feel a refund is due.

  Business response

  12/21/2023

  We spoke with **************** and agreed to split the cost of the starter. 

   

  thank you  

  Customer response

  12/23/2023

  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

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 14th of 2023 I took my 2012 Honda Pilot to Penske Honda ****************** for a tune up, and a diagnosis on a clicking noise in the front left of my car. They preformed the tune up and informed me that they thought the clicking noise was from a worn sway bar linkage. They also included $4,000 more in quotes for other repairs they felt my vehicle needed. I told them to please just fix the things I brought the car there for IE: the tune up and the clicking noise in the front end. I picked my car up the next day and paid. They then gave me a detailed description of what the mechanic found and fixed. The description is not what I was told over the phone by ******************************* when I approved the work. This was information that was not provided to me until after the work was complete and I paid. Within three weeks the clicking noise returned. I scheduled a new appointment with Honda in which I missed and had to reschedule. I rescheduled for June 6th. I dropped my car off the morning of June 6th and within an hour Honda called me and said they found the real reason for the clicking noise, and wanted over $600 for more repairs. They told me since they got it wrong the first time they would give me 15% off I asked that they apply the amount of $340 that they charged me for the sway bar, that they thought was the problem, to the axle repairs and I would pay the difference. They refused to do this, and said since the sway bar was worn it needed replaced anyway, whether it was the problem or not. They then brought up the mechanics description of the repair that I wasnt provided until after the car was repaired, and repairs were paid for, that stated they were unable to find the exact reason for the clicking but thought it may be the sway bar. I believe I was tricked into paying for a repair I didnt need because Penske did a poor job diagnosing the issue in the first place.

  Business response

  06/12/2023

  Customer is scheduling the vehicle back in for repair and is being credit the $340 already paid.

   

  thank you

  Customer response

  06/12/2023

  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

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 4 new tires from here in July. Since then, I have had to return 3 times for low tire warnings. The first time, they said they could find nothing wrong and just refilled them. Three days later I had to go back for low tire, and they said there was a nail in one despite all tires being low. The third time they said the valve stems were corroded and they cleaned those. I wondered why they didn't fix that the last time. Today, the low tire warning came on again. I called to make an appointment, but the latest appointment time available was 2.5 weeks away. When I explained the concern I had of driving on the interstate with defective tires, they still did not show concern. My family and I are loyal customers, and we have not had major issues. However, their lack of quality service and my complaints falling on deaf ears have prompted this review. I would like 4 new tires or my money returned.

  Business response

  09/02/2022

  The customer brought their vehicle in this week.  We cleaned the wheels and replaced valve stems.  hard reset on tmps system.  tires are in great shape.  Problem should be resolved.

   

  thanks

  Customer response

  09/02/2022

  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

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Directed to manager: I brought in a 2018 Honda CRV for what I knew to be a warranty issue. It was never made clear that its a possibility the warrantees wouldnt transfer over. Now we have paid $130 for your diagnostics out of our pocket with a chance the claims will cover it if we make a claim with our warranty. That should not be our issue to deal with. It wasnt made clear that they would not take our warranty and that we would need to go to ******** until after the diagnostics were done. I would appreciate you refunding the card on file for *******************. Until then I am a completely unsatisfied customer, and have no chance of my word of mouth nor myself ever making any type of purchase there again. Then your rep had the audacity to tell us that we didnt hear correctly when two out of the three people of the conversation thought what I was thinking. ****** then even stated today when picking up the car they did the diagnostics not knowing if it was covered then found out after, and told us we would have to go to ******** Honda. Clearly we would have taken it to ******** had we known of any possibility of getting charged for anything when this is a warranty item. I will leave this as a review on every platform possible as well as file a complaint with Hondas headquarters until the charge is reversed. I knew going into this their would be something like this to deal with and here we are and I am unsurprised. I hope you will do the right thing and reverse the charge. Thank you

  Business response

  04/29/2022

  We left a message with customer and refunded money.  Takes 2-4 business days for money to show in account.

   

  thank you

  Customer response

  04/29/2022

  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 do not see the companies response via bbb. They gave me a call and I havent been able to reach them again just yet. I wanted to get this complaint submitted just in case they did not refund me over the phone.
  
  Regards,
  
  *******************

  
  

*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. ↩