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:11/07/2023

  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.

  Vehicle was bought in for oil change and tire rotation solely. Was advised of an A/C leak which was covered by warranty, in addition to needing brakes and changes of fluids. Upon receipt of invoice, there is NO mention of ANY work having been done on the A/C unit. Additionally, was told the vehicle needed to remain there all day, and was referred and charged for a rental vehicle. For certain, I was baited into leaving my vehicle for a service that not only was NOT provided, but made to pay for a rental vehicle

  Business Response

  Date: 11/26/2023

  There was a miscommunication of a recommended repair by the tech/service advisor. The repair was not needed and was not performed. The customer was inadvertently charged for a rental car. We have spoken with the staff regarding the communication and refunded **************** for the rental expense he paid for.

• Initial Complaint

  Date:08/28/2023

  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.

  My son purchased his first car from this dealer on 8/13 and it was a horrific experience. He went the day prior with my husband to look at the car and was offered 3k trade. He needed time to think about if that was a good deal and decided to go back with me the next day. ***** rep and floor manager stated they never offered 3k then they said they did if he closed the day prior. Refused to allow him to finance with them because he had a good auto loan offer with a local credit union at a rate 1/2 of what the dealer was offering. My son stated if they agreed to the offer of the day prior of giving him 3k for his trade he would finance with them and the dealer stated they knew he would refinance the car and they would lose money and refused to allow him to apply for the loan with them. Part of the negotiation also included having the passenger side rear window strip replaced and the car buffed. When my son went to pick up the car on 8/16 this wasn't done and he's tried calling the dealer several times and I've also emailed them on 8/17 and still have not received a response to date. This has to be the worse customer service experience and the level of unprofessionalism by the sales rep and the floor sales manager is inexcusable.

  Business Response

  Date: 08/30/2023

  We are more than happy to resolve any outstanding issue(s).  We have left the customer, ****, a voicemail yesterday at 10:23 am.  We have not heard back as of yet.  We are reaching out via text now and will update accordingly.

  Customer Answer

  Date: 08/30/2023

  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 

  **** received the voice mail and text and called the number that was left. Again, no one ever answers the phone when he tries calling. Can someone call him after 12:30pm since he works until 12pm and leave a number that will have someone pick up the phone or that have the ability to leave a message for the appropriate person!!!

  
  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

  Date:07/06/2023

  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 went into Boch Honda, ******* to trade in my 2021 Accord lease for a newer 2023 Civic lease. The Accord payoff was lower than the ***** Blue book value, so they offered me some money toward a new car. I went into the dealership on Saturday, May 27th around 4pm and worked with ***********************. During the negation process, I said I would only be willing to complete the transaction that day if I would be credited for the **** payment of $459 for the Accord that was made the day before (May 26th). I mentioned this several times because I had to pay ****s payment for the Civic that day (so I paid for **** on both vehicles). I was assured by **** and the sales manager who was assisting him several times, that the $459 payment made on 5/26 would show as an overage with Honda Financial and would be reimbursed to me from Honda Financial when the dealership paid off the lease. Well, I recently got my refund check from Honda Financial, and it was for $34. So, I called Honda Financial, and they said there is no overage on the account because the payoff from the dealership included the $459 payment I made which had clearly been posted to my account. After SEVERAL calls and texts to the dealership, with no reply I showed up at the dealership on 6/24. The General Manager, *******************, came over with the assistant manager who we worked with on 5/27. He said he chooses his words VERY carefully and said IF there was an overage, it would come from Honda Financial. I asked if he has access to my payment history, and he said Yes. So, I said, then you would know that my **** payment was included in the payoff amount and there would be no refund. And his reply was that he wasnt going to argue with me. *** assured me he would look into everything and get back to me by Tuesday 6/27 the latest. I have yet to hear back from him despite reaching out, so I am at a total loss for where to go from here. Lastly, I paid for a $35 inspection sticker also yet to be refunded to me

  Business Response

  Date: 07/07/2023

  So the customer's pmt. of $459 was posted to her prior lease payoff amount, and that is the amount used in the new lease arrangement.  Had the payoff been factored in without the pmt posting, then the result would have been a higher lease pmt on current leased vehicle.  The $34 the customer received from **************** Financial is most likely a per diem delta based on when payoff for prior vehicle was received.  To put it simply, if the $459 was not credited to the traded vehicle's payoff, then the lease pmt on the new vehicle would have been approximately $13-$14 higher.  However, it was credited which led to a lower pmt on new vehicle.  

  I will process a check for an inspection sticker now ($35) and send to customer.

  Customer Answer

  Date: 07/10/2023

  Better Business Bureau:

  I have reviewed the response submitted by the business. I was never told any of this information during the transaction, in my several calls and emails after, or when I showed up to speak with someone in person. I have no trust in this business or way of verifying the accuracy of their reply so I will accept it and move on 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

  Date:06/27/2023

  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.

  All I did was call my dealership and they said they dont do windows and that I should call my insurance company. They didnt ask how it happened or when it happened. They also didnt seem like they even cared

  Business Response

  Date: 06/28/2023

  Tell us why here...I just spoke to ********************************  She was driving down the road and her rear window broke and blew out.  The issue does not have to do with us.  She said she had called and someone on the phone told her that we don't perform any glass repairs and to reach out to her car insurance.  She has reached out to them and Safelite will be performing the repairs tomorrow.  I told her I will do some research on the rear window issue with American Honda and call her back this morning.  When I asked her about the refund she requested she stated she didn't know which option to select on BBB's website.  I told her that since there is nothing to refund we were going to close the loop through the BBB and I will help her out today.  She seemed happy at the end of the call.

• Initial Complaint

  Date:05/22/2023

  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.

  Bought a car in November, drove it home instantly heard noises brought it back instantly. They insisted nothing is wrong with the car Ive been back and forth with a car that has warranty and they refuse to repair. Not to mention I was promised free oil changes and that if the vehicle HAD any problems it was covered bumper to bumper. Not the case they refuse to fix anything.

  Business Response

  Date: 06/23/2023

       ******************** purchased his 2021 Honda Civic on October 11, 2022.  The vehicle had been fully safety checked, including a four wheel tire alignment.  All four tires had a tread depth of 7/32nd at that time.  The mileage on the vehicle at that time was ****** miles.

   

       On May 5, 2023 (almost 7 months later), ******************** brought the vehicle back to Boch Honda and stated that there was in issue with a heavy vibration from the wheels.  The mileage on the vehicle at this point was up to ****** (almost ****** more than when purchased).  Boch Honda ************* examined the vehicle and noted the following:

  1.)  One tire had a large bubble in the sidewall, which can only be caused by a heavy impact to the tire...this would not have passed ********** Inspection had it been there upon delivery.

  2.)  Both rear wheels were bent.

  3.)  All four tires had heavy feathering, caused by abnormal wear.

   

  None of the above is normal wear on the tires, and the damage to the tire and two wheels were caused by heavy impact.  The bent wheels are causing the vibration issue.  None of these issues were present at time of delivery.

  We would be more than happy to work with the customer to remedy any and all issues, however, the vehicle was not delivered to customer in this condition.

  Customer Answer

  Date: 06/28/2023

  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.]
  
  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

  Date:03/28/2023

  Type:Sales and Advertising 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 test drove a used car on 3/12/2023. On 3/17/2023 I called the sales rep to see if the car was still available and that I was interested in the car. According to the sales rep it was available and I went down to the dealership 3/18/2023 to complete the paperwork which included a $500.00 deposit. It turns out the car had sold the day before and they attempted to sell me another car. (it appears to me to be a bait and switch operation they are doing there) After being there for 3 hours I left. I inquired about my refund of the $500.00 on 3/19 and was told they would process it. I called several times since and it has not been processed. I called again 3/28/23 and still not processed. I was told it would be another 3 days. They processed my deposit the day I completed the paperwork without telling me the car was no longer available. They should have researched to see if the car was available before processing my deposit.

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 February 25th, 2023, my wife and I drove to *********** from ***********, to see ****** Highlander Platinum which wasnt in good condition as shown in the pictures, so then we went across the street to Boch Honda to see any used Honda Pilot. The salesperson Inna showed us a black Honda Pilot Elite 2021, which she claimed was certified preowned vehicle. The car was clean inside out and I took a test drive, and I mentioned some issues to Inna about the vehicle, such as the wheel alignment issue, the car was moving towards left side while driving, some errors on the screen were coming up. She convinced us that everything would be taken care of, and the car would be in sound condition when delivered to us. I also requested for wheel locks to add in and also, when I saw the company website page on (**************************************************************************************************************************************), it was showing trunk mat in the pictures, which was not in the car at that time. On the company`s website, the car was not shown as preowned certified, but only preowned, as shown in the screenshots. I was confirmed by the finance guy and **** that the vehicle is certified preowned, even though we had to buy the service contract for 84 months or 100K miles, with platinum package. So, we decided to buy the car on finance and paid $2000 as a down payment. As we are residents from ***********, the car had to be registered in CT before we can drive it, so Boch Honda got a DMV appointment for Mar14, 2023. My wife kept on checking with Inna multiple times, for the issues we requested to be fixed before delivering the car and she confirmed everything was fixed and checked. Mar 14, 2023, due to the weather issue, the driver, ****, who was delivering us the car informed us DMV had cancelled the registration appointment last minute when he was already here in CT, and he did the *** check and emission tests. I advised instead of wasting extra miles to take back the car to Boch Honda, they can leave the car in our parking lot and when it gets registered, we can drive it then. When he left the car, gave us 2 keys and took the papers back with him, Boch Honda got the next registration appointment on Mar 23rd, 2023. Meanwhile, I checked the car and while parking, I saw the car moving towards the left side, that meant, the alignment issue was not fixed. The trunk mat was not, and the odometer was showing ****** miles on the car. When I checked our odometer disclosure statement, we signed, it was shown ****** and the same in the advertisement page of the company`s website. Even when the driver handed us the license plates on Mar 23rd, 2023, he checked the odometer and he signed on the declaration page stating the odometer was ***** miles when leaving the dealership and ***** miles after delivered, so it was 78 miles driven from Boch Honda to our house. When I called Boch Honda back with the odometer discrepancy of **** miles from ***** to *****, first they said, they will investigate it and later they texted that it is a human error. When I mentioned other mechanical issue when I was speaking with **** (Sales Manager) over the call, he mentioned to return the car, but I asked him why he is forcing me to return the car if the mechanical issues can be fixed, because we really liked the car. Then he said to bring the car once it is registered to get all issues resolved. He also added that he will let me hear from the director of the service department to make sure the car is mechanically sound and satisfy us with our concerns. My wife and I drove back to Boch Honda in ******* ************* on Mar 25th, 2023, and we mentioned we can't take any more stress if we bought a certified preowned car. In the service station, **** introduced a DJ (mechanic consultant) to us and requested him to fix all issues the car has. I also mentioned the engine oil shows 70% life that meant the car had been driven almost 2K miles before being delivered to us, which DJ also agreed, as he showed the last oil change was performed when the odometer was ***** miles. I asked DJ to check the steering wheel, which is tilted left, not straight and wheels going to the left, and the brakes were soft and taking long time to stop. We waited there for more than 3 hrs. And then they handed us the car saying everything was fixed and added the trunk mat. DJ mentioned the steering wheel was not in correct position and alignment was also fixed. He mentioned the brakes are very good, nothing to worry about to change anything. I asked for the worksheet performed on the car that day and status report of the car`s condition, but he said he doesnt have access. When I asked DJ about the wind shield wipers not working on auto mode with ring adjustment feature to control the speed from low to high, as it was raining that day, he said it doesnt work in Pilot, as it does work in my Honda Civic 2020. I went to **** to get the service report and he took me back to another ****************** to get the reports. When I asked **** about the odometer discrepancy, because it would be affecting our warranty, he gave me his card with *****`s name on it to contact him as he has all the information, and he could help me. We came back and my wife was going through the health check report of the car, and it mentioned that some service requires immediate attention, that was the brake rotor resurface- rear has rotor chatter drivability. It was mentioned if it is not fixed, the brake pads and calipers will be damaged and behind the page was the price quoted of $556.42. I was very upset to see that, and my wife is so discouraged to drive this car, as I specifically bought it for her. We only drove under 100 miles, and the brakes are not fixed as they should be fixed before leaving the dealership when sold. After so many lies and not being able to answer the odometer discrepancy, my wife and I can't trust what other issue will come up. We bought it as a certified preowned car for having a peace of mind as my other car is running well, I bought it from ************ dealership and there was no odometer discrepancy of a single mile when we bought it. My wife and I strongly feel we are not heard, and they already hung up 3 times today Mar 27th, 2023, when my wife tried to get hold of the director ****. First, she was told, ****, the director will call her back and later tonight, she was told, ***** the manager of ****, will get back to her, as he is fully aware of our situation. No answer yet, we are not even driving this car as we don't want to risk our lives and the car itself, due to the issues mentioned above. We feel so much stress and are not able to use the car we bought because the dealership doesn't care at all, and they think they can get away like that by ignoring our concerns. If they can't fix the issue and assure us that in the detailed inspection report that everything is sound and good, they should take it back.

  Customer Answer

  Date: 04/10/2023

  On Mar 31, 2023, when **** gave us the options to exchange the car with another one or cancel the deal, we decided to cancel the deal and ask them to cancel the contract and registration. 

  The same **************** called us to inform that they had to ask their registration **** representative ****, to check how to cancel the *********** registration plates because according to them they have never done it before. It took them 5 days to get back to me and tell that they couldn't cancel the registration and I have to do it myself with dmv ct, which they could have told on Friday and cance the contract. 

  So on Thursday April 6, we drove back to boch honda and they gave us a paper to sign to cancel the contract and gave us the registration and license plates to cancel it from DMV. On the contract cancellation paper, it mentioned that we will receive an email confirming our refund of $2000 we paid a month ago.

   

  Today as of Apr 10, I have not received any email confirmation or any update about the contract cancellation and I have an upcoming payment of $759 on Apr 11. I called Bill and no answer. 

   

  I have not received any sort of confirmation for my refund and my contract being canceled.

   

  This dealership has shown the worse service so far.

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Nov 21 2022 bought the vehicle on nov 3 2022 Traded 2 vehicles in an bought a 60k vehicle from them.. 2 weeks later they call asking me to pay for a broken windshield on vehicle I traded in. I told them that was never the deal.. the general manager called me in rage calling me a liar and all other sorts of comments to me. They also charged my card after signing paper work stating that they would let us know if there was any additional charges. They did not let us know and did charge the card for an unknown charge that they still have yet to give me a receipt for showing what the charge is. They are unwilling and dont want to hear it. The general manager just wants to fight and argue with a customer and who just spent a lot of money with them. They also messed up our paperwork making payments higher and promised to deliever car and never did we had to go an hour away to pick up the vehicle .. this was just a very stressful situation.

• Initial Complaint

  Date:09/23/2022

  Type:Sales and Advertising 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.

  On 9/12/22 I purchased a new 2022 Accord from your Boch Honda and signed over my trade in (2012 ****** Maxima which is lien free and registered in the ***********). During the buying process, the salesman that assisted me, ***********************, stated that he/Boch Honda would be responsible for acquiring/requesting the title for the vehicle from the *******, ** DMV and that any fees incurred on my end would be waived. He even went as far as to push the due by date back to 9/20/2022 versus the typical 72hr requirement due to the fact that the **************** has electronic titles versus the traditional paper title, and he expected some delays.On 09/22/22 I noticed a charge of $150 on my credit card- stemming from Boch Hondas failure to receive the title for the trade in- and immediately notified ****. Unfortunately, he ignored my request for assistance and has yet to provide me with any sort of explanation regarding this situation. I contacted the ** DMV myself and was informed that a title request was NEVER submitted by ****/Boch Honda. To gain some sort of understanding I drove out to the dealership and spoke with ******************* who admitted that an error of some sort was made on the dealerships behalf and promised to follow up with me. **** also stated that a title request was submitted on 9/21 (which Is after the 9/20 due date); however, the ** DMV is stating otherwise as they have yet to receive any sort of documentation pertaining to the requestHere's my dilemma, I dont think its morally correct that I am being penalized and forced to pay $150 for something that **** verbally stated he would handle. The title request is a very simple process and in no way should it have escalated to this. As a disabled combat veteran, I am big on integrity, and I pray that this dealership is too and that they will refund me my money as this was not my fault, again, *********************** verbally stated that he would directly acquire/request the title from the ** DMV himself.

  Customer Answer

  Date: 10/03/2022

  [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

  Date:08/02/2022

  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.

  On 7/23/2022 I went to Boch Honda to test drive vehicles. The one I was interested in was at their Westford lot, and if I put down a deposit they would send it to their ******* location. I confirmed that the $500 deposit was refundable if I was not happy with the vehicle. The salesperson, ****, informed me that it was refundable. On 7/26/2022 I returned to drive the vehicle and was unhappy with the state of the interior. I test drove more vehicles, and **** would not allow me to think about a new vehicle (different price point) overnight and discuss the finances with my husband. I requested my deposit back. The sales manager took my credit card information and gave me a receipt as proof the refund would take place. I have since called Boch Honda three times (7/31/2022 at 12:30 p.m., where I was told that they could tell the refund had not been initiated, 8/1/2022 at 1:35 where I was told that they had no record of my transaction, and was then patched to a salesperson who hung up on me, and 8/1/2022 at 1:50 where my call went to voicemail. It has since not been returned).

  Business Response

  Date: 08/02/2022

  Complaint and all customer information has been sent to the general manager of Honda.

   

   

  Customer Answer

  Date: 08/04/2022

  [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,
  
  ***********************************