ComplaintsforBalise Honda of North Attleboro

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the 2024 honda pilot elite late December of 2023, had them install parts to make it look like the black edition, paid for vehicle, parts and labor, and the service department kept messing up and couldnt do installed correctly and scratched front grill piece, they replaced trim around window because they scratched them up when trying to install rain guards, the new trim piece is not installed correctly and rain guards are still coming undone, contacted service manager, he said hes not taking responsibility and for me to contact sale manager and he also said hes not doing anything, I asked if there was a more senior manager I could speak with regarding these issues and he said no sorry have to run

  Business response

  08/27/2024

  **************** had come back twice for the door visors and both times they were replaced at no charge to him. There was no mention of a scratch to the grill or other parts of the vehicle until almost eight months later. The pictures he submitted here to the BBB are completely different than the ones he was claiming damage to from the store at the beginning of the month.Both **************** and his girlfriend inspected the vehicle before taking delivery and he was so thorough that he brought a tape measurer with him to be sure the visors were correctly and symmetrically installed. Had these gouges and scratches happened during installation **************** would have noticed them right away or at least much sooner than eight months later. For these reasons we will not be addressing any further cosmetic issues with this vehicle. 

• Initial Complaint

  07/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hello. My name is *************************. I am writing to make a formal complaint against Balise Honda of North Attleboro. I purchased a vehicle 6/13/2024 under what I believe was under false pretenses. I was informed that they were utilizing a new electronic system at arrival, which both individuals were not well versed in. Once I expressed my interest in the purchase of a Honda CRV EX I was given a paper with a total cost with fees and an estimated monthly payment as I indicated that I would make a $7,000 down payment. During my encounter with *********************** (Sales Representative) I was only able to make make a maximum down payment via debit card of $5,000 and the additional $2,000 can be paid at a later date. To complete the process I was transferred to *************************** (Financial Manager) to complete additional paperwork. She was going over additional coverage options, which I declined. She then proceeded to tell me that carefree appearance protection comes with the vehicle, just to find out it was an additional $995 that was tacked onto my bill and would have decline had I known. ***** then proceeded to inform me that she can override the system to take the additional $2,000 down payment "as a favor". The overview of paperwork did not have a breakdown as I was looking at a provided tablet. I had inquired about a sales receipt and it was reported to me that all documents would be placed on a flash drive for my review. However, once I received the flash drive prior to me picking up my vehicle, there was NO receipt. In all I have found out through the financing company that the finance amount is $35,000 and I actually paid $42,000 for the car after multiple calls and having to go in person to request for a receipt. I was under the impression that the total was $35,000 minus the $7,000. This isn't buyers remorse, had I had a breakdown of cost I would have liked the option to decline or look into other vehicles. I just would have liked better tranparency.

  Business response

  07/22/2024

  I reached out to the stores General Manager for more information and he informed me that he has been working directly with ****************. At this time everything has been resolved and there are no outstanding issues. 

  Customer response

  07/23/2024

  [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 understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my 2011 honda odyssey van on 1/15/24 for fixing burning coolant smell issue inside the cabin and they returned my van on 1/18 after replacing rear heater core and associated pipes but coolant smell was still there.I took my van back second time on 1/27 and got my van back on 1/29 but coolant smell is still there inside the cabin I took my van back third time on 2/6 and got my van back on 2/7 and still burning coolant smells inside my van and it's really coming from floor heater vent inside the cabin.They did not fixed my issue and charged me $1668.25 for this particular work to fix the issue.I can not keep going back over there and also they have no idea where the coolant smell coming from so not sure even parts got repalced was required or not at even first place.At this time they should refund my money and not wasting my time to keep going back.I can not keep getting time off to going back and not even fixed my issue.I did not get the owner or general manager number upon dealing with service manager.

  Business response

  03/25/2024

  So Mr. ********* first visit was on 1/18/24,  he came in stating that he could smell coolant in the car.  We checked the car over, found the rear heater core was leaking coolant, this heater core sits in the passenger's side rear quarter panel. When the customer came in the van was low on coolant and it had been leaking.  When we found the heater core leaking the service advisor brought Mr. ****** into the shop and showed him the coolant leak so he could see.  The coolant leaked into the car across the rear carpet and had saturated the carpet and the matting under the carpet. Mr. ****** agreed to the repair needed along with other maintenance items, parts were not in stock, so we did provide Mr. ****** with a complimentary loaner car. 
  
  After picking up the vehicle and driving it for a week he was in contact with the advisor about still smelling coolant, On 1/30 he came back in,  again provided Mr. ****** with a complimentary loaner, kept the car for a couple of days, coolant level was full, we pressure tested the system checked over our repairs and found no coolant leaking. We really did not smell coolant in the car but did recheck it in case we were missing something.We explained to Mr. ****** that the coolant had leaked into the car and that the smell was most likley in the carpet,  we did attempt to clean.  
  
  He took the vehicle back and a few days later again emailed that he was still smelling coolant. He came back on 2/10, again provided a complimentary loaner, again we are not smelling coolant, again rechecked our work to see if we were missing something, coolant level was still full , could not find any leaks, but noticed the radiator cap was aftermarket.  We installed a factory radiator cap at no charge to Mr. ****** to see if somehow this was possibly causing a smell to get past in and getting put into the cabin.  We test drove multiple times and did a complete detail of the interior of the van at no charge to Mr. ******************** weeks after that he again emails that he can still smell coolant,  we have him come down,  take things apart again, show him nothing is leaking,  we do not smell coolant, we show him some oil leaks that he has in the front of the car, and maybe he is smelling the oil burning when the car is hot and it's not coolant. The coolant level was again full, and coolant was not leaking anywhere the system.  Mr. ****** takes the car and brings it elsewhere to have the oil leaks fixed.  Then calls again 2 weeks ago stating again that he can still smell coolant.
  
    I came in this past Saturday, 3/23, met him and his wife, again checked the coolant level, still full.  Removed all the panels from the right rear quarter panel, had him and his wife come out to the car, showed them the repairs we made again, confirmed no coolant was leaking and the repairs made were intact. explained to them if they are still smelling coolant, it is due to the leak being inside of the vehicle and the carpet was saturated with the coolant. we attempted to clean this carpet 3 times and if they can still smell it maybe we should replace the carpet. I checked on the carpet and it is on backorder with Honda, being a 2011 Odyssey I am not sure it will ever come off backorder. At no charge to ****** I offered to remove the carpet completely , have the rug shampooed by our reconditioning department, I would personally clean the floor of the van while the carpet is out, deodorize the vents and reinstall the carpet. Mr. ****** agreed, I placed him and his wife again in a complimentary loaner car and the vehicle is still here.  The carpets are at the reconditioning department currently and this will be our last attempt to remove the smell for him. 

  Customer response

  04/07/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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

  04/19/2024

  While this was absolutely no fault of the dealership at all they are installing a new carpet for **************. The customer did not address this leak for over a year before brining it to the dealership. This will be our final effort to rectify this issue.

  Customer response

  04/22/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ******

   

   

• Initial Complaint

  03/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THIS COMPANIES ONLINE SITE CHOSE THE WRONG PARTS FOR MY HONDA EVEN GIVING THEM THE VIN.NUMBER. I PAID $15.83 WITH SHIPPING. THEN I PAID $4.90 TO RETURN THEIR MISTAKE. (THEY DID NOT OFFER TO PAY THAT SHIPPING). SO I PAID $20.73 TOTAL. THEY REFUNDED ME $7.81 (THE COST OF THE PARTS ONLY NO SHIPPING EITHER WAY. SO I AM OUT $13.92 FOR THEIR MISTAKE. NOT A LOT OF MONEY BUT NOT RIGHT SINCE THEY MADE THE MISTAKE OF CHOOSING WRONG PART.

  Customer response

  04/04/2023

  I have not heard from the business in response to my complaint.

  Business response

  04/05/2023

  **************** has been refunded for the difference in return shipping. 

  Customer response

  04/06/2023

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  I DESERVE REFUND OF WRONG ITEM SHIPPING TO ME AND MY PAID FOR SHIPPING BACK.. BACK WAS $4.90 AND TO ME BALISE KNOWS AMOUNT. I DESERVE SHIPPING BOTH WAYS FOR THEIR MISTAKE.
  

  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

  04/10/2023

  Again, the refund is being sent to **************** for the return of the part he did not want. I would also like to add that the website is designed so that once the *** is entered it is not possible to order a part that doesn't fit on the vehicle. 

  Customer response

  04/11/2023

  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. 

  YOU REFUNDED $15.83 FOR THE PART AND SHIPPIMG TO ME. 3-27-23 $7.18 AND 3-29-23 $8.65. YOU OWE ME $4.90 FOR THE SHIPPING BACK I PAID FOR. THANKS

   
  
  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,

  ****

   

   

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rewrote this twice. I wanted it to be clear of emotions and anger and just speak the truth.I purchased a vehicle here on Saturday, September 10th. I picked up the vehicle on Monday, the 12th and came to realize that I was completely mislead and even lied to about options it was supposed to have and about the severity of the accident on file. I immediately started texting the salesman, as soon as I left the dealership, telling him those features weren't working and I was extremely upset. Long story short, on Wed, Sept 14th, they finally agreed to take the vehicle back.*** worked in the dealership world for over 10 years myself so I knew they could unwind the deal, even though they tried to tell me different. *I had paid with a cashiers check and, when I left, they told me that I would receive my refund within 10 business days. I was ok with this. Then, about 10 minutes later on my way home, the rude, condescending used car manager **** called. He said that he is having the title expedited and that it would come to me within 21 days. Hopefully. That when I brought in the title, he would give me my money back. Now, Im not trying to sound mean, but him getting the title for his car is his problem. It should not be mine. *I returned his property, he should return my money.*He could have just applied for a duplicate title instead. (I signed a DRT-1 so they could do this). Have it go directly to the dealership. That way, Im taken out of the equation and he could refund me. Not to mention the vehicle was registered Monday. The soonest my reg pack would have been mailed out was Tuesday late afternoon. He knew on Monday that I wanted to return the car. All he had to do was pull my packet incase the deal went south. Then he'd have the title and we wouldn't be going through all this. I find it reprehensible that bc I chose to trust this dealer and bc they didn't do their due diligence, Im at their mercy. I gave their car back, it should be illegal to hold my money!

  Business response

  09/21/2022

  This deal has been cancelled as requested and an abatement has been filed with the state for the taxes. We made a follow up call as soon as the deal was canceled to the state titles division to expedite the title process. Since it was a cash deal and already submitted, we were unable to do anything about title except expedite it.  The title will be sent to the customer with her name on it as the owner. Please bring the title in as soon as possible after receipt and sign it over to get the refund on this purchase. Even though the vehicle is in our possession, we can't do anything with it until we also have the title in hand. 

*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. ↩