ComplaintsforHonda Village

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The reason for my complaint is due to having an outstanding service issue with a car dealership and I am in need of assistance with coming to the proper resolution. The nature of the complaint: the dealership (North Shore Nissan) had scheduled a service appointment in February to address an ongoing problem with needed car suspension repairs that are affecting the overall safety of the vehicle. This was an issue they had attended to previously as well. This appt was expected to result in a quick repair/full resolution but unfortunately it has resulted in the dealership currently having possession of the car for over 1 month (they still have the vehicle). The current status is that the vehicle is due to have a MA inspection sticker by/before 3/31/24 and currently the car is not driving at road safe standards or able to pass the inspection process for the required sticker. The dealership has refused to replace all parts in their entirety (all covered under a purchased extended warranty) or address the secondary issues that have now resulted from the ongoing problem and are demanding the vehicle be picked up "as is" and stating they are not willing to do any further repairs. The dealership agreed upon taking the vehicle in to provide a loaner car at no charge for the repair duration. Currently they are now mandating that I pick up my vehicle "as is" and if I do not they are threatening "to take alternative action against me" and "involve local police to tell them that the loaner is a stolen vehicle". The dealership has been aware the vehicle was brought in due to not having full control of steering, an outstanding recall (tie rod), suspension repairs needed as well as understanding that after 3/31/24 the car will no longer be allowed (legally) on the road as the inspection sticker will be expired. The dealership has not made attempts to fully resolve the issue.my possession I have still be responsible to maintain the monthly car payment and car insurance.

  

  Business response

  04/21/2024

  ****************** car was completed weeks before she returned our loaner because she believed someone owed her new tires. She talked to Nissan direct twice to no avail. North Shore Nissan had to get the Danvers Police involved in order to get our car return. The tires were *************' responsible as she was told numerous times.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Honda Fit and what I was told was an extended warranty in April 2021. I purchased the warranty from Junior Delicieux. He informed me this extended warranty wouldnt begin until after my standard Honda 3-Year/36,000-Mile Limited Warranty expired. He told me that this extended warranty would add five more years to my current Honda Limited Warranty. He lied to me about what I was purchasing. In actuality, I was tricked into purchasing a service contract that began immediately upon purchase. More importantly, the contract did not specify what is covered in my Comprehensive Coverage.While completing the forms, ****** would not give me a moment alone to read over the information. I felt trapped in a room with no window and the door closed until I signed the paperwork.I want a full refund for my purchase. I was lied to and pressured to purchase. I have not used the service contract at all to get repairs made because ****** said it wouldnt start for three years.Today, when I called and asked for specific details on what I purchased, I was sent a screenshot of a webpage promoting the insurance. I asked ****** for the actual signed contract and he emailed a *** that was out of order, unsigned, and missing information. Unprompted, the manager called me, shouting that coverage was listed on page 3. He belittled me for asking for clarification and yelled at me saying, obviously you cant read. I told him the *** was out of order and missing information. He said he didnt look at what Junior sent me. He also said it only lists whats not covered because everything else is covered.I asked ****** to cancel the contract. He said I couldnt cancel unless I came into his office first. I cant miss work. More importantly, as a womanboth men made me feel deeply uncomfortable, belittled, and pressured.They are intentionally deceitful, lie about what they are selling you, and then bully you if you ask questions or for explanation.

  

  Business response

  03/04/2024

  Hello,

  We are fully aware of the request from *************************** as they have spoken to most all of our management team, including our general sales manager *****************************. They are requesting a reimbursement on money they used to purchase an extended service contract, on their vehicle that was totaled recently. We only administer the extended service contract, therefore the consumer must come into the dealership to sign the request for reimbursement on the money for the extended contract, this can not be completed without their signature on the required forms. Their reimbursement will be at a pro-rated dollar value as it was signed in 2011 as they stated.

  We are happy to complete this request but they must come in to sign the required documents for us to submit.

  Customer response

  03/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The response is not factually correct. I purchased the contract, which I was incorrectly told was an "Extended Lease" in 2021, not 2011. I did not need to come in to receive reimbursement from the third party company selling the contract. I spoke with the third party and they will reimburse me after the date the car was totaled. More importantly, I was lied to by *********************;when the contract was sold to me (see original complaint for details). The dealership not responded about this. I was also verbally harassed on the phone by ******'s "manager," ***************************** (see original complaint for details). They now ignore my emails and have no attempted to contact me again. This dealership lies and pressures their customers into purchasing "extended warranties." They use bullying tactics to get their way rather than providing the bare minimum of customer service.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  03/25/2024

  Hi, this is ***************** ****. *************** to complaint number ********. The vehicle in question by the customers comp complaint has been totaled and is out of service permanently and the request for reimbursement on the contract that they signed will be issued. Once we submit the paperwork, we do require the signature in person to do that and they will get reimbursement on a point appropriated basis for the contract they seek to cancel, which happens regularly. And this is just the process that takes place. There is nothing further we can do without their signature. And I am sorry that they feel that our general sales is harassing them, but they Escalated up to our sales manager, *****************************, as they outlined in their complaint, who was trying to get them to understand what is actually taking place. We can not change anything that happened originally when they purchased the car because all the contracts are signed. 

• Initial Complaint

  09/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  9/4/21 - I visited Honda Village for the first time and met with *****************, Sales Rep to discuss trade in of my 2011 Odyssey with the intent to purchase a new Honda vehicle. Was very interested in 2021 CRV Hybrid after a lengthy discussion.9/5/21 - I visited Honda Village for the second time to test drive 2021 CRV Hybrid with my son, decided to move forward with the sales sales transaction after the test drive. After the P&S was signed, I was asked to leave my 2011 Odyssey Title but I did not sign it over to Honda Village. I was also verbally told by **** that if the transaction was not ideal for me, that canceling it would be no big deal to cancel. My son also clarified that fact with **** before we left Honda Village.9/6/21 - I decided that the sales transaction was not going to work financially for me as I noticed on the P&S that the sticker price was higher, there were certainly excess fees that were not fully explained and in the end, the trade in value for my car was zero after

  

  Business response

  09/21/2021

  We have the title in hand as of this morning (9-21-21) and we are contacting the client to make the delivery ASAP.

  Customer response

  09/21/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I would like the additional updates added to the complaint, please.

   

  9/20/21 - Spoke with *****/Honda Village about title - he would check and get back to me, assured me it was mailed on 9/10/21. 4:30pm -***** called back to inform me that title was sent to auction and it would be returned to him on 9/21/21. He could not commit that someone from Honda Village would deliver the title to me in ******. I made work arrangements to be available to get title on 9/21/21.
  9/21/21 - 10:15am - I called ***** to check on status of title. He told me it had not been delivered yet. 12:30pm - ***** called me to tell me title was still at auction, it had been stamped by Honda Village and new title was going to be issued to me. He said he would let me know today how long the *** process would be.
  
  
  
  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. ↩