Complaints

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reaching out because I'm VERY concerned and ANGRY that my gut and the evidence is showing Honda of Greenbelt Service Center RIPPED me off AND ENDANGERED MY SAFETY. I came in about a month ago for an oil change, alignment, and a few other services. I asked for brakes at that time and I was told they would check and see if I needed them. (I was told they were okay and I did not need them) I had new tires put on yesterday and was told MY BRAKES AND ROTORS need to be replaced. IF you all would have listened to me this would NOT be costing ME $$$! i WILL NOT BE BULLIED IF I EVER COME BACK AGAIN. Then I went to put oil in my car this morning and it was BONE DRY. WHY? With the installation of the new tires, the car is still pulling to the right just like BEFORE the alignment. SO did you all really do the work????? There is NO evidence of an oil leak (had it checked - third party). A third party that does NOT do brakes says I need brakes (I ALREADY KNEW THAT). I come in the shop to make an appointment for a tune-up and the little dude writes it up as something different because there is no place in the system that is for tune-up.... HOW? I've had a tune-up there and it said tune-up on the invoice.... How are you going to fix this? YALL ARE ALL TRYING TO RUIN MY CAR WITH FOOLISHNESS! I want a MANAGER someone with decision-making authority. I AM ANGRY YOU ALL ARE PLAYING WITH MY SAFETY AND MONEY!

  Business response

  10/21/2023

  Good afternoon,

  Attached are copies of the alignment specifications and the multipoint inspection form that shows the brake measurements.  At 5mm, the brakes were in the caution area, therefore, we did not recommend the replacement of the brakes.
  We have contacted ******* ***** and have scheduled two follow-up appointments; however, ******* ***** has not returned as scheduled.  If the vehicle pulls to the right, we want to address and resolve that concern.

  Please feel free to contact me if you have any questions or need additional information.
  
  *******************, Director of Customer Retention
  *****************

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership installed a rebuilt transmission in Nov 2022 and during the installation overfilled the transmission by 1 quart. (The transmission takes 3.3 quarts.). It is well known among mechanics and manufacturers of that overfill of transmission leads to aeration of the fluid, pitting of the metal parts, and early failure. Honda's own maintenance manuals will state this. A one quart overfill is a serious matter.The dealership is not accepting any responsibility for the abuse of my new (rebuilt) transmission. I have gone up the ladder of complaint to chief of sales and head of the dealership. All they are doing is to replace the transmission fluid gratis, and they say that the standing warranty of 3 years/36K miles is fine. I say that I enjoyed that warranty prior to their abuse of the transmission and now they owe me additional consideration to make me whole.They say that there is no evidence of damage. But they have not inspected the parts and have not subjected the gaskets to stress tests, so they are just guessing. I am assuming it is damaged until proved otherwise. Here is why:First, from experience I have reason to believe that it has been damaged. This same dealership similarly overfilled my transmission on Dec 31, 2019. The issue was discovered on July 9, 2020. That transmission which was overfilled failed on November 2022. Therefore, from experience I know that the overfilling of the transmission of this vehicle does lead to early failure.Second, my wife and I have 8 children. We need a reliable car. We often travel long distances over mountain terrain. In both July 2020 and October 2022, the emergency transmission light went on when we had small children in the car and were in fairly remote mountain areas. I am requesting that the abused transmission be replaced with a new (rebuilt) one. If they have full confidence in the transmission which they have abused, then they can put it into one of their own cars.

  Business response

  09/23/2023

  Good afternoon,

  On repair order ***** (attached), we replaced the transmission. The transmission and labor warranty is 3 years | 36,000 miles whichever occurs first  The mileage at the time of replacement was 74,235.
  We did not service the vehicle again until April 18, 2023, for maintenance services.  The mileage at the time of this visit was 87,283. Repair order ***** is attached. (There is no indication of a transmission light.)
  The next service visit was on May 30, 2023; the mileage at this visit was 88,042.  Repair order ***** is attached. (There is no indication of a transmission light.)
  On August 24, 2023, with 91,040 miles, the vehicle came in with the transmission light on.  After inspection, it was determined that the fluid was slightly overfilled. 
  
  The vehicle was driven for a total of 16,805 with no transmission light illuminated. We do not feel this is a workmanship issue, considering the vehicle was driven for 16,805 miles since the installation of the transmission. 
  
  Please contact me at ****@rrrautos.com if you have questions or need additional information.
  Thank you
  *******************, Director of Customer Retention

  Customer response

  10/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Clearly something is wrong with my transmission, since otherwise no warning light would have gone on.  The obvious and most likely cause was the overfill of transmission fluid.  On the service documentation it is stated that the overfill was "slight."  But a text we received from the service department when we brought the vehicle in said that the overfill was 1-2 quarts.  I will get a screenshot of this text and will be prepared to provide it.  (It is on my wife's phone.)

  As I said in my complaint, this same thing happened to me before with College Park/Greenbelt Honda.  Here is the timeline for the earlier issue and the relevant mileages:

  --December 31, 2019.  Mileage 36,251.  Transmission serviced by College Park Honda.  Transmission was overfilled by 1-2 quarts.
  --July 9, 2020.  Mileage 44,776.  After warning light went on, discovery by ****** **** Honda, Gorham, NH, of the overfilling problem.  Servicing of the transmission (paid for by College Park Honda, who admitted responsibility).
  --Oct 28, 2022.  Mileage 74,235.  Failure of the transmission and replacement by Honda of ********* -- who promptly went on to overfill the transmission yet again!!!!
  You can see that the vehicle was driven over 8K miles before the problem was discovered the first time, and that it went another 30K miles before the transmission failed.  It's easy to explain why the light went on after 8K in the first instance but after 16K in the second --  in both cases, the light went on when we were taking a long journey over mountainous regions (in the first case, in NH, in the second case, when we had to travel across the Smokie Mountains to Charlotte, NC).
  Note that the mileage difference between the first transmission overfill (36,251) and the transmission failure (74,235) exceeds the 36K warranty which the dealership is appealing to.  Therefore, it is no consolation to me that the dealership is claiming that I am covered by a 36K warranty.
  I find it hard to understand what is so difficult about this.  The service department made the same mistake in replacing the transmission that caused the transmission to need to be replaced. It is gross incompetence for them to overfill a transmission.  I am rightly demanding consideration.
  My first request was that the dealership pay for an extension of the warranty on the transmission, which would be honored at any dealership, up to 60K miles.  I went all the way up the ladder of reporting at ********* Honda and got no satisfaction.
  Now I am requesting that the dealership replace the transmission, since they need to take responsibility for their mistake.  
  Incidentally, there is clearly some kind of issue with oversight and competence in their service department, such that the same mistake would be committed by them twice.  I do not see them taking any responsibility for this failure or saying that the necessary changes have been made.  It is an issue of "quality control," which is a very serious matter indeed.
  Let me summarize.  College Park Honda incompetently overfilled my transmission when they were servicing it.  The transmission later failed and needed to be replaced.  WHILE THEY WERE REPLACING IT THEY INCOMPETENTLY OVERFILLED THIS REPLACEMENT TRANSMISSION!!  The light went on when I was traveling through mountainous regions, and I brought it in. That's pretty clear, right?
  

  Regards,
  
  *****************************

  Business response

  10/28/2023

  Good afternoon,

  Thank you for sharing ********************** concner with us.  Our position remains the same, We do not feel this is a workmanship issue.  

  *******************, Director of Customer Retention

  *****@rrrautos.com

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It has been one month I’m waiting for my tags of the vehicle I purchased from college park Honda. Every time I call them to see I’m my tags are ready to be picked up they say it’s not ready I need help to get my tags so I can start working on my vehicle because it’s my source of income I have invest money in it they are taking too long. Vehicle: 2020 ***** ******** Purchase date: 04/23/2023

  Business response

  06/14/2023

  Good afternoon,

  We are working to obtain **. ***** tags, and the temporary tag provided does not expire until June 23, 2023.  The tags should arrive prior to the temporary tag expiration.  Our team has contacted ************ and will continue to update him until he receives the permanent tags.

  Please feel free to contact me at ************ if you have any questions or need additional information.

  *******************
  Director of Customer Retention
  *****************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday March 4th I brought my 2019 Honda *** in to Honda of Greenbelt at 6500 Capital Dr Greenbelt, MD 20770 for dealer recommended service. They informed me prior, when I came in for my oil change and routine maintenance, that it was suggested that I service the brake system, transmission fluid, and rear differential. Following their recommendation, I brought the car in on this day to be serviced. I dropped the car off at 8am and picked the car up at 2pm. I received my report of service and keys and was not informed of any additional services needed on the car. I left the dealership to run errands and by 4pm the vehicle started to malfunction. The car was powering down and large amounts of white colored exhaust was coming out of the exhaust pipe. I called the dealership and was told to bring the car back in. When I brought it in, they put it up on the lift and said they didn’t see any issues with the vehicle and that no engine lights were coming on so that they could diagnose the issue. However, they did witness the smoke/exhaust and strong odor coming from the vehicle. They did a test drive and told me that if there is no sensor light coming on that they could not diagnose the issue. I took the car home that evening around 5pm. I drove the car the following day for about 25 minutes and the car was driving poorly and eventually started powering down and the engine light came on. I had the car towed to Honda of Greenbelt. I called on Monday and spoke with ***** in Service, and he told me he would have the technician diagnose the vehicle. He called me back that evening and informed me that the car needed several services as the result of diesel gas mixed with regular gas in my fuel tank. I informed him that the diagnosis didn’t make any sense because I purchased REGULAR gas on Thursday March 2nd. I told him to not do any repairs to the vehicle because I was not satisfied with the explanation of what was wrong with the vehicle. I spoke with the ******* gas station at (***** ********* *** Beltsville MD) where I purchased the gas and they told me that it is impossible for diesel fuel to get in the gas tank. They said that the pump that I used does not contain any diesel fuel at all. They explained that diesel is housed on a separate pump (I have my receipt of regular gasoline purchased on pump #* on March 2nd). When I spoke with the Service Manager at Greenbelt Honda ***** ******, on Wednesday March 8, 2023 he stated “It’s not all diesel WE didn’t full it all the way” That confirmed that he basically admitted that someone at Greenbelt Honda accidentally put diesel fuel in my gas tank. When I pointed out what he had said he said, “I meant whoever put the diesel in your tank”. It sounds to me like the management knows that an employee damaged my vehicle, and they are trying to cover it up. I explained all of this to the Service Director ***** ********* and he dismissed my grievance and refuses to repair my vehicle and take full responsibility for his technician(s) damaging my vehicle. I want a thorough investigation done and for the cameras to be reviewed also. I do not believe there is diesel in my tank and if there is, someone at Honda in Greenbelt put it in there or put the incorrect fluid in my vehicle during the service, to cause it to malfunction. Whatever is the case it was damaged while in their care. I need the dealership to take responsibility and fix my vehicle at no charge to me and refund the $605 they charged for service that they suggested I conduct on my vehicle, and caused damage instead. I am a loyal customer of Honda for over 20 years. I have spent over $40,000 on Honda vehicles and extended Warranties in the past 20 years. I am very disappointed with the lack of Customer Service and disrespect from this Honda franchise.

  Business response

  03/28/2023

  Good afternoon,

  Honda of Greenbelt did not perform repairs in the gas tank and did not put a foreign substance in the tank.  Based on the color, smell, and consistency, our team feels that diesel has been mixed with regular gas.

  At this point, it would be best for ************** to contact her insurance company, and we will cooperate fully with their investigation.

  Please feel free to contact me at ************ if you have any questions or need additional information.

  Thank you
  
  *********************, Director of Customer Retention
  *****************

  Customer response

  04/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The Greenbelt Honda dealership in their response has basically admitted that they guessed when attempting to diagnose my car. My car was in their possession for a whole day and 2 hours after picking the car up my car was malfunctioning. The dealership damaged my vehicle and are refusing to take responsibility for the damage to my vehicle. The establishment has been unprofessional, rude, and disrespectful throughout the entire ordeal. It is clear to me why this dealership is not certified with the Better Business Bureau. If you are a consumer I would recommend you do business with one of the local Honda dealership's that have an A rating with the Better Business Bureau so that you avoid being scammed like I was. The Sales team sold me the vehicle up sold me for an expensive warranty. When there is an issue with the vehicle the Service team fabricates scenarios that make it impossible for the warranty to cover damages. It is a whole scam in my opinion. Let the consumer beware of this dealership.
  
  Regards,
  
  ************ (if publicly displayed please do not publish my name) 
  

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2017 Honda from this business. I took the vehicle in for an oil change on December 9, 2022. The vehicle had no damage prior to the service provided by ********* Honda. After the oil change was completed, the attendant held the door open for me to get into the car. In retrospect, he did this so I would not see the damage done to the mirror and door (pictures attached) while the vehicle was in for service. I drove the vehicle home and parked my car (single family home). It was dark when I arraived home. There was no way to damage or scrape the vehicle. When I got up to go to work the next morning, I saw the damage. I called the dealership and they denied they did the damage. The manager, *********************, was sent the pictures and my email about this issue. He said he would review the matter and get back to me. He never responded to me. I called and was put on hold and never reached a person. I finally drove back to the dealership and ************ was not there. They called the manager on duty, but he did not have the info. He called ************ and I was told ************ would call me later. He then called me and said it did not happen there and they would do nothing. I do not make false claims. I have been their customer snce 2018. The damage clearly happened while the vehicle was in their care. A good company would ackowledge the damage and take care of their customer.

  Business response

  02/14/2023

  Good afternoon,
  
  ******************** has attempted to reach ******************** to schedule a time for his vehicle to be inspected;however, Mr. ********* has been unable to contact *********************  Please ask ******************** to contact Mr. ********* at **********************, to schedule an inspection.
  
  Thank you
  
  *******************, Director of Customer Retention
  *****************

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took a 2014 Honda ***** Hybrid for repair to College Park Honda on 01-28-2022. The Vehicle has been sitting in the shop for over six months. During this time, We have dealt with three service managers and various employees and our experience was treatment with complete disregard, disrespect, deceit, and inconsistencies. In the mean time, the vehicle has been misdiagnosed, wrong parts ordered, and still not repaired. Our calls are not returned, promises are never kept. It has now gotten to the point where we can't get the manager to come to answer the phone or return our calls.

  Business response

  08/15/2022

  We are very sorry for the amount of time this repair is taking and for our teams lack of follow-up.  On February 23, 2022, we provided an estimate to **************. On April 1, 2022, we received authorization from **************.  On April 5, 2022, the part arrived and was sent to a facility in ************ to be calibrated.  On April 14, 2022, the part was sent back to College Park Honda because they were unable to calibrate the unit.  On April 15, 2022, ************** was advised of the status and informed that the part would now have to be shipped to California to be calibrated. College Park Honda received authorization to send the unit to California on July 21, 2022. On August 8, 202 we were notified that the company in California was also unable to calibrate the part.  On August 9, 2022, a new until was ordered and will be arriving from Ohio.  The ETA of this new part is August 15, 2022. Once the part arrives it will be sent to California for calibration.  
  

  *************************** will provide an update once we have confirmation that the until has been calibrated.
  

  Please feel free to contact me at ************  if you have any questions or need additional information.
  

  Thank you
  Rose B*******, Director of Customer Retention
  *****@rrrautos.com

  Customer response

  10/03/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:The vehicle was supposedly repaired and ready for pickup by 09-27-2022 and promised to contact us the next day. But we haven't received the call yet. 
  
  Regards,
  
  *****************************
  

  Business response

  10/10/2022

  Good afternoon,

  
  The vehicle has been picked up with an additional no-charge diagnostic test being performed for an unrelated airbag light that has been on.
  
  Thank you
  
  Rose

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