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:01/06/2025

  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 have made a purchase with Lundgren Honda of Auburn on December 9th , 2024. I went in to trade my car and ended with a Jeep Cherokee 2019. When I made this trade in I never received the car facts and I never knew the jeep had been in a bad accident. None of this information was disclosed by the salesman's. Since making this purchase I have been in and out of Honda with multiple concerns. The concerns started only having the jeep within a week multiple sensory lights went on, the start/stop light came on, the front bumper is constantly coming off, a light in the side mirror came off, the headlights in the front are coming off and on, the engine light came on, the brakes were skipping, coolant is pouring out my jeep, the passenger door does not lock correctly. I keep finding myself going in and they state " it's all fixed " " we fixed it " but yet I find myself going back a few days later with the same issue. When these issues first came up within a few days of the purchase I told them I wanted out and they denied to help me and told me the jeep was mine and they couldn't do anything about it. I am at the point of having safety concerns while driving with my six year old in this jeep. They are being no help at this point are ignoring me completely now. I reaching because I want to know what are my options of getting out of this jeep due to having multiple issues and being in fear of continuing to drive it.

  Business Response

  Date: 01/07/2025

  Regarding *************** Jeep Cherokee concerns.  She originally had a couple concerns one of which was a engine start/stop light that came on the dash (parts have been ordered to correct that) and a clip on her bumper that made the top bumper corner stick out about inch (certainly not a bumper falling off). The bumper being cosmetic we sent it to our body shop to attempt to reclip it. ******* did call in after words on this saying it popped out again. After speaking to our used car manager, we agreed to replace the bumper at no charge as that was the only way to make it perfect. Since these have been scheduled to be fixed, shes called in with an overheating issue which was looked at by one of our techs and no issue was found. I was forwarded an email yesterday 1/6/25 from ******* with pictures of coolant on the ground on the side of her Jeep. I reached out within minutes of opening the email and coordinated with my service manager, and our BDC here at the dealership to have her Jeep picked up by tow truck to avoid any other issues, and it was towed to a local Jeep dealership to figure out what is going on with it. I also had a loaner car delivered to ******* within an hour to her home. ******* has called me on my personal cell phone with her concerns to say we've not been responding or ignoring her is not true. 

  Customer Answer

  Date: 01/08/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  The back-and-forth between the sales team and service department has not led to a permanent solution, and unfortunately, the same issues continue to recur. Initially, I was incorrectly asked to pay for repairs that should have been covered under the Lemon Law, which entitles me to a full fix within 60 days or 3,000 miles for any defects, particularly those related to safety. This is a serious concern, especially as I have a six-year-old child and rely on the vehicle for safe transportation.
  I was told that the Jeep would be sent to a specialized dealership for further inspection, yet this step should have been taken much sooner, given the nature of the recurring issues. The fact that the dealership mechanics lack sufficient experience with Jeeps does not inspire confidence, and I find it unacceptable that the vehicle has not yet been addressed by those with the appropriate expertise.
  At this point, I request that the Jeep be thoroughly inspected after being repaired at the Jeep dealership immediately to resolve all outstanding safety concerns once and for all. I do not want to continue dealing with recurring issues, and I trust you understand the urgency of ensuring my vehicle is fully functional and safe.
  Please confirm that the necessary steps will be taken to resolve this matter without further delay.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 01/21/2025

  We are currently in the process of fixing all safety related concerns for the customer.  We will also inspect the vehicle after it comes back from **** to make sure everything is correct and working properly.  

  Business Response

  Date: 02/18/2025

  So far, we have addressed every issue that has come up.  The customer has not reached out to us since fixing the problems.  If there are further issues with the vehicle, please reach out to the dealership with concerns, and we will address the issues.  

• Initial Complaint

  Date:10/03/2024

  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.

  6/17/24 I purchased a 2015 Honda CRV from **** ******** of *******, ** along with a Diamond Level Extended Warranty for Front to Back coverage for $3180.00 Within a few weeks I had brought my car back for them to service brakes and asked them to check out a noise which I heard each time starting the car. when my car was ready the technician said he did check it out but "there was no problem, Honda's all make that noise...I own 3 of them!" within a few more weeks ,sound kept getting louder and they said I could have it serviced closer to my home to save time and convenience I brought it to Lundgren Honda in ******, ** Shocked to hear from service advisor Kenn it was not covered in my warranty! I called ************************ @ ************ and was told also it was not covered. The Timing Chain Tensioner I was told is not a part included in warranty, however, after reading into my warranty the Timing belt, Timing belt cover, Timing chain cover are covered and meeting with 3 other mechanics, 2 which work on Honda's daily as their profession clearly stated the engine cannot run without a working timing tensioner! also I was told by mechanics it was something that should automatically have been serviced when the car reached 100,000 miles. I then set an appt at Lundgren Honda because it had to be fixed and begrudgingly paid them the $550.29 for fixing it along with another $163.00 diagnostic fee which I was told because it wasn't covered in my warranty they had to charge me! I also was told other smaller services were needed when diagnosed that I did not have them service because 1 of the mechanics I brought it to for the second opinion showed me each thing listed they were only truthful about 1 of them.,,just the trans. fluid exchange was needed ,but the Engine Air Filter was brand new with no replacement needed, EFI Service, E Coolant System Flush, and Cabin Pollen Filter DID NOT need servicing! Radio needed fixing, covered! ...THE PART TO KEEP CAR RUNNING WAS NOT?

  Business Response

  Date: 10/03/2024

  Lundgren Honda called the customers extended warranty company that was not sold by us. The extended warranty would not cover the timing chain tensioner (not a listed covered component). Customer approved replacement of the tensioner.

  The customer also had a complaint regarding the radio in the vehicle that the extended warranty paid for at a cost of $608.71

  Lundgren Honda is not the administer of the warranty and can not make any decisions to what is covered under the clients contract.

  if there is question on the contract the customer needs to contact the ************************* they purchased or their selling dealer.

• Initial Complaint

  Date:05/31/2024

  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.

  Here is an email I sent to the two service providers I dealt with as well as the service director, to Honda detailing what happened and asking for a refund: Dear Sirs, I am attaching documents from recent visits to your service department and also an invoice from a second opinion from a local auto shop (**********) too. On March 23, 2024, I brought my car into Lundgren's because the dashboard lights were showing the need for service. On advice of your service department, the right rear wheel hub and sensor was replaced for a cost of $734.34. On April 19, 2024, the same dashboard lights were again showing the need for service and at this time, I was advised to replace the VSA Unit/ABS Modulator, with an estimated cost for $3559.98. On April 22, 2024, the second opinion confirms that the ABS system needs to be replaced. (Interestingly, they would have no issues getting the replacement part). They confirmed that the replacement of the right rear wheel hub and speed sensor has nothing to do with this ABS issue. I have had many positive experiences over the years at Lundgren as your service department records should show. However, I am a school teacher with limited funds and time to spend on car repairs. As your Service Commitment states, I am trusting your expertise and your technicians. I am disappointed that I was asked to spend money for a repair which has done nothing to fix the problem and I am asking that I be provided with a full refund back onto my **** card. Thank you for your prompt attention to this matter, Bram E, I have the documentation if needed; the mb size was too big to upload.

  Business Response

  Date: 07/02/2024

  Good afternoon we have checked over the customers concern and we have submitted a check request for a full refund for $734.34. The check will be sent to ********************************. ***********, Ma ***** 

   

  Customer Answer

  Date: 07/03/2024

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

• Initial Complaint

  Date:08/04/2023

  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.

  After bringing my 2017 Pilot to my regular mechanic to see if a noise I was hearing at times on deacceleration was an issue. My mechanic said that the sound was coming from the transfer case and he recommended to take it to a transmission specialist.I called Lundgren Honda who was the dealer I purchased from and had been a customer since 1992. They informed me that I still had the extended warranty that I had purchased and it was good until 120,000 miles. This is the reason I decided to bring it to them instead of a transmission specialist as they said it would be covered. On July 21st I dropped it off. They informed me it would cost $143 to diagnose but once they put through the warranty that should be covered also. I received a call later to say that they were looking at the transmission not the transfer case. My vehicle has codes for everything and there were no codes. They said I had never changed the transmission fluid. I informed that that I had with my regular mechanic and in fact it was last done 5/26/23. Then they called back again to say that they would need to drain the transmission fluid anyway as that is the only way to diagnose the problem. This would cost an additional $390 but should also be covered under the warranty. Next call was for them to tell me the wrong fluid had been used and it was burnt and missing 1.5 quarts. They said the transmission was no good and would need to be replaced and it was the fault of the mechanic. He would be responsible for paying for a new transmission. I called my mechanic and he provided all the proof that he indeed had used a compatible transmission fluid ATF Type 3.1. They were mad he had not purchased the Honda fluid from them. Next they said that the supervisor said to put it through under the warranty. Then the call came to tell me my warranty had expired 2/27/23. I purchased this warranty from them. They said it was still under warranty so they convinced me to bring it to them. After all of this now it is not covered and it will cost me $8,000-$10,000 to repair. Because I am a long time customer they would help me by letting me trade in my Pilot and I can purchase another Pilot from the. They offered me $4,500 and I told them they were crazy and I would pick up my vehicle and figure it out. Then another call came saying they had made a mistake on my vehicle and they had given me the wrong information and they could actually give me $8,500 again I told them they were crazy. I went to pick up my vehicle they charged me $572.14 The paperwork says the noise on deceleration was confirmed then says there was a hard shift. After changing transmission fluid it says the shifting was slightly hard. They documented that the wrong fluid was used which is a lie. I spoke with the service manager who was simply rude and said we were just trying to help you. I questioned documenting that the wrong fluid was used which is a lie as it was a compatible fluid. He said they considered it wrong and it ruined the transmission. They documented that they scanned for codes and no codes were found in the TCM.I left Lundgren and drove to *********************** of Auburn. I explained what happened and they were shocked. They said it did not sound like a transmission problem. I was given an appointment to drop off my vehicle. On 8/2 they kept my vehicle the whole day. They test drove, they examined transmission, transfer case etc. They confirmed the transfer fluid was full. They found no transmission problem. They did confirm that the noise is from the transfer case but only on deceleration and not all the time and it is slight. They said take your car drive it and dont worry. Monitor the noise and if it changes then take it to get it checked.This is such a poor way of doing business. I feel Lundgren Honda was trying to get my vehicle so they could sell it and make money thinking Im a woman and would be scared into giving up my vehicle. After being a loyal Honda Customer for 30 years, having my children and friend buy from them. My loyalty has ends towards not only Lundgren but Honda. Just give me back the money I was charged to diagnose falsely

  Business Response

  Date: 08/15/2023

  The clients vehicle came in with complaint of (Customer states that their vehicle sounds like a airplane taking off , happens more when you first start it and going down a hill-  customer is aware of diag $143.00-customer has extended warranty)

  We confirmed the noise and checked transmission fluid that smelt burnt and was very dark. At this time we were contacted the customer and were informed that she had the fluid replaced fluid not long ago. the customer agreed to have the fluid changed again. Upon draining the fluid the technician noted that the fluid was  1 1/2 quarts low and very dark. We performed the transmission with the correct amount and correct fluid to begin with.

  After service we test drove the vehicle and found transmission  still had hard shift and noise. We contacted American Hondas technical assistance and informed them that the customer had the fluid replaced by another shop and after review that the fluid was 1 1/2 quarts low and that the fluid they used is not considered a approved fluid by American Honda ( fluid type listed on receipt from other shop) they would recommend replacement of transmission.

  We contacted the customers extended warranty at this time to process a claim and were informed that their contract expired in February. We are not the administer of the warranty and make no determination on what is covered and is not covered. This is the reason we pre authorized the amounts listed above in the customers complaint.

  We as well informed the customer she could still drive vehicle just as transmission shop advised her.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: ********
  
  I am rejecting this response because: They say that Honda recommended the transmission be changed ($10,000) because the mechanic used a compatible Type ATF 3.1 which is the required fluid. Without any information. That has to be the most ridiculous response. I paid them $143 to "DIAGNOSE" the noise. This is called a diagnosis? We called Honda and because the mechanic did not use "HONDA" brand we recommend a new transmission. I took the vehicle to a transmission specialist which I would have done in the first place if it wasn't that they told me I had the warranty. They also told me no one but Lundgren could repaid under the extended warranty but now say it's not their warranty and they did not check with them before the racked up $572 charge. So the transmission specialist said there is nothing wrong with the transmission. This dealership that I had dealt with for 30 years actually wanted me to pay them $10,000 to replace a transmission simply on pretense that Honda recommended it without having seen the vehicle. So what you are saying is that Lundgren does not have a transmission specialist to diagnose and you charge $143 to diagnose. This has got to be the lamest excuse  a dealership could come up with. The first offer of $4500 for my vehicle then $8500 they would have taken my vehicle and sold it for $20,000 and done not one repair because there is no transmission problem with my vehicle. How about admit to your wrong doing.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/17/2023

  Regardless if the fluid states it is compatible it was still 1 1/2 quarts low and burnt. This indicates something was incorrect in the transmission if the fluid had been replaced 2 months prior. this is the reason we needed to start with performing a transmission service. 

  As far as the extended warranty on your initial phone you informed the advisor(Derek) that you had a warranty. Derek then informed you that diagnostic time needed to be cleared and would not know if repairs were covered until he contacted the extended warranty. All of our calls are recorded for training purposes. The contract from the ***** ******** states if you are within 70 miles of the original selling dealer the car must return there, Regardless contract was expired when we contacted them.

  As explained we needed to start by replacing the burnt fluid that was 1 1/2 quarts low. At this point we are will to refund the $143.00 diagnostic fee

  Customer Answer

  Date: 08/17/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  The $143 diagnostic I paid for did not happen. To insist I needed a new transmission for $10,000 is extreme incompetence. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/02/2022

  Type:Product 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 am in the process of recovering monies due to me as a result of an auto purchased from Lundgren Honda of Auburn on 3/17/21. Specifically, GAP coverage was purchased on 3/17/21 for $679. My 2021 Honda Pilot EX was totalled on 8/28/22 and I am expecting a pro-rated check from ******** for $512. Per numerous calls to ******** about status of aforementioned refund I was told a check for $512 was indeed mailed on 9/20/22 to Lundgren Honda of Auburn. In an attempt to collect this refund I was told at the dealership last Wed, 10/26/22 by a *************************** that their dealership was charged a "charge-back" and REFUSED to provide me my check for $512. This money is legally mine and I expect this to be forwarded to me as soon as possible. PLEASE ASSIST ME with obtaining my monies back to me.Thank you!*********************

  Business Response

  Date: 11/19/2022

  After reviewing with Honda and ********* there was an error on the banks part and we will be refunding the customer for the gap insurance prorated amount.

  Customer Answer

  Date: 11/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. To be clear the amount due is $512 and unless the check is for at least this amount this matter will NOT be considered resolved. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/10/2022

  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 recently had major car repairs done at Lundgren Honda. I had an appointment to have a few smaller issues and maintenance items fixed. Upon my visit I was told I need a new steering rack. It was an exorbitant amount of money but I needed the car and wanted it done properly. When I picked up the vehicle it just never drove right. I knew something was wrong. Questioning them and their response and a return visit back, I brought it to TWO other shops telling them each what I was experiencing and they both inspected my suv and said I have a defective rack with defective tire rods causing wheel shaking and I also had a power steering hose leak from improper installation and use of old parts. I brought again back toLundgren today explaining again for the third time these issues they found. They were dismissive and telling me nothing is wrong when clearly there is. I want my money back for labor and parts of the steering rack. They used a remanufactured rack also I was never asked about using. I am absolutely disgusted in this treatment and lack of accountability by them. They refuse to put in a new one thus far and I want my money refunded and to never return back.

  Business Response

  Date: 08/11/2022

  As the customer stated we replaced the power steering rack on her ********* on July 20th, 2022 with a remanufactured part.  A remanufactured part is one that has been fully restored by the manufacturer.  This is common practice for this type of part. In this case, there are multiple reasons why we would use a remanufactured power steering rack instead of a new one.  The remanufactured rack is $782.22 while the new rack is $1873.24.  The remanufactured rack is readily available at the *********** Honda parts depot while the new rack would have to be shipped from further away.  The remanufactured rack comes from Honda with a 36 month and ****** mile warranty while the new rack comes with a 12 month and ****** mile warranty.  So as a business we generally use the remanufactured version of parts like this to better serve our customers saving time, money, and providing a better warranty.
  The customer returned to our shop on July 26th complaining of a vibration and pulling after our repairs.  At no charge, our shop ******* road tested the vehicle and could not duplicate her concerns.  We offered for her to ride with the ******* to show him the problem.  When on the test ride together, they could not duplicate the concern and the customer stated it was not a vibration that she was concerned with, but a clunking noise over bumps.  The shop ******* inspected the vehicle and determined that the clunking was coming from front shocks and sway bar links that were aftermarket and replaced by another shop.  The customer then took her vehicle.

  
  The customer returned again on July 28th stating that she brought the vehicle to another shop and was told by the shop that her right side tie rod was loose.  The tie rod is connected to the power steering rack so we immediately brought the vehicle back into the shop to check this concern, again at no cost to the customer.  The technician found the tie rod (which was replaced with at new part when the power steering rack job was performed) was in perfect condition.  He noted that slight movement that could be felt was a normal characteristic of the power steering rack.  Another shop who might not have as much experience with this vehicle might not be aware of this normal condition.  We explained this to the customer and she took the vehicle back once again. 

  
  The customer returned once more on August 8th complaining of a vibration, of a power steering fluid leak, and of a defective tie rod.  We obliged the customer and had the shop ******* road test the vehicle once again.  He still could not duplicate any unusual vibrations.  He inspected the vehicle and confirmed that the tie rod is in perfect condition.  However, he did find a leak from a fitting on the power steering rack.  He replaced the old clamp with a new one and ran the vehicle to ensure the leak was gone.  He confirmed that the leak was repaired.  He cleaned the vehicle of any power steering fluid and refilled the reservoir.  Again,this was all at no cost to the customer.

  
  Each time this customer has complained of an issue after her service, we have obliged and given due diligence to the concerns.  We have been totally transparent about everything we have found.  If there was an issue with any of the parts that we installed it would be quite a simple process to warranty the parts and American Honda would pay for the repairs.  If there was a workmanship issue, we would immediately take care of it for customer satisfaction and because that is the right thing to do. However, we cannot find fault with any of the parts that we installed and cannot find any other issues caused by poor workmanship.  At this point we consider the vehicle to be in good working condition and see no need for the customer to be concerned.

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17690273
  
  I am rejecting this response because: I was never given the option to choose re-manufactured or brand new. Regardless where it was coming from or the time delay it should be the customers response and decision. I went to two separate shops both telling me the same thing about the clunking sound in the vehicle. I have invoices in writing from them stating. My vehicle was not even making the clunking sound before this wreck was changed. If both facilities told me the noise is coming from the tire rods why not just oblige and meet halfway and say OK will try replacing those tire rods and see if thats the problem because both shops told me that is where its coming from. I also just yesterday contacted another Honda dealer in my area explained the situation and they agreed with me wholeheartedly that I should not be hearing any noise. They stated to me that in effort shouldve been made to at least trying to replace those tie rods to see if that makes a difference and that was never offered to me. I am not happy with the services and the fact that my vehicle was left leaking and that they left 13-year-old clamps and housing on my power steering hose. My vehicle steering wheel is still shaking upwards at *********************************** my vehicle and it is not safe to drive I dont care what theyre stating Ive had other professional eyes on it. They actually drove the vehicle and seen it themselves. I just want a refund for the parts and I will have the vehicle repaired elsewhere. 
  
  Thank you
  
  ***************************

  Business Response

  Date: 08/16/2022

  One point of contention that we have with this scenario is that the second opinions that the customer has received are from independent shops that *** not be as experienced in this specific vehicle as technicians from a certified Honda dealer.  We had a master certified Honda technician check the vehicle three times and the only issue that he found was the leak, which he repaired.  At this point, we recommend that the customer take the vehicle to another **************** dealer to have them diagnose the vehicle.  We are willing to pay for the diagnostic fee for her to do so.  In doing so we can have a neutral third party - who is equally experienced with the customers vehicle check the vehicle for any issues.  If they find fault with any of the parts that we installed, they can also replace those components under warranty.    

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17690273
  
  I am rejecting this response because:
  I have been without this vehicle so much in the last month trying to get this problem figured out. I have four children Im trying to work and I have been held up and wasted the last month being in and out of your dealer as well as two other facilities trying to get this figured out. I do not have the time to drive all over the state trying to get someone to figure this out. I have gone to two shops myself. Here is a copy of a part of their invoice. I have barely been able to go anywhere because Im nervous to drive with my children in the car. my steering wheel is shaking on the highway. This has turned into a disaster and Im disgusted. I will handle the repairs on my own and once the vehicle is repaired I will have them document everything that they found including pictures. I do not want to return to your facility. I have already spoken to someone at another Honda dealership and explained all of this and they agreed that the vehicle shouldve been attempted to be fixed and other means tried before it escalated to this. I know the vehicle. its been in my family for 10 years it was not making this sound even before I brought it in there. This has been the worst car repair experience Ive ever had in the 25 years Ive been driving. When a customer tells you something is wrong you honor it. No vehicle ,regardless of a Honda CRV or any other should ever make a clunking sound unless mechanically theres something wrong. No steering wheel should shake at any speed on the highway. I also have four brand new tires alignment and balancing. That steering rack is defective.

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

• Initial Complaint

  Date:07/25/2022

  Type:Customer Service 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.

  My wife and I placed a deposit to hold a vehicle, at 3:45pm to secure a vehicle until we could get to the dealership the next morning. We were assured the vehicle would be there in the morning, we had agreed on a price and conditions, and were told we should do the credit application in advance to make the sale more seamless. We proceeded with the credit application, believing we were purchasing the vehicle. At 5:56pm, 4 minutes before the dealership closed we were told that someone else had come to the dealership and bought the vehicle. Now were left without the available vehicle and a hit on our credit report.

  Business Response

  Date: 08/03/2022

  We have called the customer and left messages to return the call, no response from the customer. We have no record of a credit check or a deposit on any vehicle.

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17614048
  
  I am rejecting this response because:

  This was not at the Greenfield dealership, the Greenfield staff are always welcoming and friendly.  The complaint was filed against the Auburn dealership, BBB later assigned it to Greenfield.

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

  Business Response

  Date: 08/06/2022

  We reached out to the customer this morning and have resolved the issue.