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:02/28/2025

  Type:Sales and Advertising 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.

  On September 10th, 2024, I purchased an automobile from the Heritage Honda Bel Air Dealership located at ******************************************************* I financed the car through the *************************. The car that I purchased make and model was a 2021 ***** CX5. The total pri ce I paid for the vehicle was $31,664.00. This dollar amount included the actual price of the vehicle ($25.700.00), $3000.00 (Extended Contract), and $2964.00 (taxes ($1722.00), $55.00 (Temporary tag), $20.00 (Electronic Filing Fee, $367.00 ********************** and $800.00 (Doc Fee).My wife and I left the Dealership after several hours which consisted of a protracted sales pitch regarding an **************** Contract. Approximately two weeks after the purchase the ************************* (****) notified me that they had not received the requisite paperwork establishing that they were the lienholder of the loan. Within a few days of having received the notice from the ****, we drove from our home in **********, ************ and went back to Heritage Honda. I was assisted by Mr. **** ******** (Finance Mgr.) and he reassurd me that the lienholder issue would be resolved. He also issued me my 2nd temporary tag. Approximately two more weeks later, I was issued a "Dealership Tag" by the then Dealership Mgr. Mr. ***** *****.I am still currently driving the car that I purchased from Heritage Honda on September 10th, 2024, with a Maryland Dealership Tag and the current date is February 27th, 2025! I have spoken with the Heritage Honda Sales Mgr. Mr. ***** ********, and the MIle One Heritage Division Regional Director of Operations, Mr. ****** *****. I still have not received my Pennsylvania License Plate. I have paid my loan off and I still do not possess my Pennsylvania license plate and title to the car that I purchased almost 6 months ago. I have called Mr. ***** several times, where he was previously available, he no longer responds to my calls and emails. I badly need BBB's help.

  Customer Answer

  Date: 02/28/2025

  My primary complaint is that I was sold a car by Heritage Honda of Bel Air in which they did not possess the title for.  I had been promised that I would receive my Pennsylvania license plate and title months ago.  I have currently no documents showing I own the vehicle.  I also cannot have the car registered and inspected in my home state(**) due to the missing paper work.  I have been driving for over 2 months with a Maryland "Dealership" tag.  Is it legal for a Car Dealership to sell a car without the title in their possession?

  ****** ****

  Business Response

  Date: 03/07/2025

  The customer was contacted and the issue is being resolved. 

• Initial Complaint

  Date:02/12/2024

  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.

  Did Alignment on car without putting correct tire pressure in my Car Tires Tire pressure was set at 36 psi on all 4 wheels. Tire was was supposed to be set at 32 psi. on all 4 wheels. I have a copy of alignment.. my rear drivers side camber is out of specs. and my front driver side camber is out of specs. Also, I was informed by another mechanic who works there that alot of weight in the trunk of car can cause alignment to be out of specifications. The .mechanic who did my alignment didn t tell me this, hes a professional, he knows this ! Why couldn t he tell me. This is my second attempt to correct this alignment issue. The first time they lost my hub ec centric ring that I had to order and pay for from a after .market company.and than I had to pay this dealership to install them. Also, my tire pressure was 10 pounds off in the front of passengers side the first time they did alignment. They have given me a hard way to go.

  Business Response

  Date: 02/19/2024

  We are happy to complete any work not completed.  Please make an appointment to have work remedied, the trunk will need to be empty.

• Initial Complaint

  Date:01/08/2024

  Type:Product 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 purchased a 2015 Volkswagen on 12/27- I had to jump start the car twice and it’s check engine lights cane on the key fobs don’t work and I took it back on 1/3/23 for them to fix they sent me a picture 4 hours later to my phone of a engine with debris and bones in it and said I had to pay 900 to fix the car, when I jumped the car there was nothing in the inside of the engine and now they saying I can’t cancel the contract to but it but the financing company said I can because I have 30 days to do so, nationwide has to agree to let me cancel this purchase but the said no they won’t and I have to pay for the repairs on a car I have only had for 7 days and took back to them twice without that time can I get help to get out of this car finance horror or get help to make them fix the car they sold me, Thank you

  Business Response

  Date: 01/08/2024

  I have left message for customer, waiting on call back.  I have also attached a picture and estimate for the rodent damage to the vehicle.  We will not cancel contract the vehicle was not damaged in our possession.  Customer would need to make insurance claim or pay for the repair.  

• Initial Complaint

  Date:11/20/2023

  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.

  We purchased a 2021 Jeep Gladiator from this dealership on June 30, 2023. Upon signing the documents we expressed our desire to have our personalized (NJ) registration and tags transferred to this vehicle. We provided the registration card and was assured this request would be completed. We made our salesperson aware as well. Our temporary tag was valid for two (2) months. On or about August 30, 2023, we received license plates and registration that were in error. The registration was improper and not registered as requested. We immediately contacted the dealership and spoke with the sales manager and finance manager. They acted surprised as they clearly were familiar with the original request. We were assured again that they would get resolution. They sent us another temporary tag. They assured us again, they would look into this matter and advise us. Two (2) more months later, now November 2023, the temporary tag has expired, there has been no contact from One Mile or response to our concerns. The Jeep is still improperly registered, if registered in our State at all in. We have sent a number of emails, left voice messages and spoke with a live representative AND still have no resolve.

  Business Response

  Date: 11/20/2023

  The Jeep has been properly tagged in NJ.  The transfer was unable to be completed due to the tag coming off a car an attempting to be transferred to a truck, NJ declined the request to complete this transfer.  The Jeep is registered in NJ correctly.

  Bureau Response

  Date: 11/20/2023

  Paul *****
  
  **** *****
  
  
  Dear Paul *****:
  
  This message is in regard to your complaint submitted on 11/17/2023 against Heritage Honda Bel Air.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Heritage Honda Bel Air. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  The Jeep has been properly tagged in NJ.  The transfer was unable to be completed due to the tag coming off a car an attempting to be transferred to a truck, NJ declined the request to complete this transfer.  The Jeep is registered in NJ correctly.

  Bureau Response

  Date: 11/25/2023

  Andrew ******
  Heritage Honda Bel Air **** *** *** ** ******** ** *****
  
  
  Re: ID * ******** - Paul *****
  
  Dear Andrew ******:
  
  Thank you for your recent response to Paul *****. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 11/25/2023

  Paul *****
  
  * ** *****  
  
  
  Re: ID * ********- Heritage Honda Bel Air
  
  Dear Paul *****,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

  Customer Answer

  Date: 11/25/2023

  why would you close the complaint especially during the holidays.  No we have not heard anything from the dealership and that lame excuse you posted regarding the registration being transferred from a car to a truck is a lie.  The tag were being transferred from a sedan to a jeep (not a truck).  No special tag is needed other than the tags we had on the vehicle.  Further proof as we have not received any response regarding this matter from the dealership.  Thanks alot BBB, you made this helpful as we end with the same as we started.  This is a poor response and outcome from you.  This is a holiday season and not a regular work week. Very disappointing and I guess like the business in Maryland you got another case closed. 

  Bureau Response

  Date: 11/30/2023

  Paul *****
  
  ** *** *****
  
  
  Dear Paul *****:
  
  

  Our office has received your latest communication via the complaint portal.  We do apologize for any confusion.  Please note that once a response is received, and forwarded to the other party, our automated system closes the complaint if a response is not received back.  

  This does not mean that the complaint can not be reopened.  To move forward in the complaint process, we ask that you review the business' response and provide a written rebuttal (if you agree or disagree with their response and why).  Once the rebuttal is received, the complaint can be reopened, and sent to the business for further dialogue. 

  If you would like the last communication sent to be your formal rebuttal to the business, please advise and we will be happy to reopen the complaint and forward that communication. 

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

• Initial Complaint

  Date:09/22/2023

  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 went to Heritage Honda of Belair on 7/11/23 in the late evening and purchased my car. Everyone was great except I strongly feel that they distracted me on purpose to sign up for their Diamond protection package that I stated multiple times that I did not want that I only wanted gap. They included it in the price after they negotiated a price knowing that I needed to cut anything I didn’t need out to fit my budget , and didn’t tell me. Then when signing the person working with us clearly used a distraction tactic and went through signing extremely fast while distracting me by talking to my boyfriend. He had me sign for the $1500 even though I stated that I didn’t want it multiple times. I tried speaking with multiple managers there but they all pointed out since I signed the form they couldn’t do anything to refund me. Not taking into consideration that I was misled and distracted on purpose to sell me the plan. They weren’t willing to do anything to resolve my multiple attempts. I just want a refund for the plan that I did not want.

  Business Response

  Date: 09/22/2023

  This is completely untrue we have offered before to show her all documents signed.  We did not move quickly through the deal and have her sign fast.  She can come and see how long the deal took to the second because we have a tool that measures the time spent at every part of the signature process.  There has been no deception and the product she purchased is nonrefundable once applied.  No refund will be issued.  If she would like to go through the documents or time it took she will need to come to the store and sit with a manager.

   

  Business Response

  Date: 09/25/2023

  This product is applied to the car and once it was applied it is not eligible for cancellation.  We will not be refunding for the plan you signed paperwork and had applied to your vehicle.  If you would like to see the paperwork or the amount of time you spent signing the paperwork, you will need to come to the store and a manager can show it all to you.

  Customer Answer

  Date: 11/03/2023

  Hello I would like to remove this complaint as the company reached out to me with a resolution. Thank you . 

• Initial Complaint

  Date:09/05/2023

  Type:Product 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.

  8/29/23 I picked up my honda odyssey 2023 expecting my car repaired only to be told they wouldnt/couldn't fix it. I bought this car from them July 2023. The issue was with the android auto and the only data port in the car. It will not connect any android phone unless 1 very special cord is used. Yet the same car works with any apple phone and any cord combo. Yet my Phone and a variety of cords work in other Hondas. I would never have bought the car if it was broken the day I bought it nor will I accept the brush off that this $43K CAR just won't work an android phone. They wouldn't even give me a cord that did work with the phone, stating that no new cars come with cords. Yet this new car is supposed to connect any compatible android phone. I want my phone to work with the car. Period. The only resolution I will accept is when I have a honda odyssey 2023 sonic gray sport that allows you to use all its promised features.

  Business Response

  Date: 09/05/2023

  We are happy to repair the odyssey.  You will need to bring it into Honda Bel Air service.  They will then need to verify concern and involve Honda the manufacturer in their findings.  Honda the manufacturer will then offer the repair/solution to your problem.  ********************** will reach out to you shortly to setup an appointment to diagnosis your problem.  

• Initial Complaint

  Date:07/25/2023

  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.

  I am requesting towing ,a rental vehicle, and my $500 back as well as proper repairs or a settlement to buy a new vehicle. I do have paperwork but it's in the vehicle 4hrs away *November 2022. Major problem was my rack opinion steering and a leak. I had some other work done but the rack opinion was still under my warranty. So they replaced it everything seemed good. *March 2023 (4 months later) Same issue happened took it back they replaced it again. Seemed fine again. *May 2023 (2 months later) They said that they had replaced it initially with an after market part. They suggested that they should replace it with an actual Honda part. That just miraculously became available. But I would have to pay for it Since the warranty now only covers the after market part Because that's what they replaced it with without my knowledge. So I argued with them and talked down the price that they were going to charge me. Initially, they were gonna charge me over $800 which included labor. I said hell no, so finally they were like Okay we will cover labor as long as you cover the part (that again should have been covered) . So i paid $500 **July 2023 (2 months later again) Car dies while im in Ocean city md 152 miles away from home. And it's definitely the same part again Because it made the same jerking motions and noises as it did before and it's super hard to steer. I was not even going to attempt driving at home in the least bit. Not only was it slowly dying and coming to a halt. And the steering wasn't working anyway. At this point, either my vehicle is a lemon Or they're not actually fixing the root cause of the problem. Again it's a honda and it only has 100k miles on it. This shouldn't be happening and I have to go back every two months To get it fixed or For them to put a band aid on it . It's a hazard for me and my three children To be driving in a vehicle over and over that starts shaking randomly And the steering starts going out before the car dies

  Bureau Response

  Date: 07/25/2023

  Andrew ******
  Heritage Honda Bel Air 
  **** *** *** ** ******** ** *****
  
  
  Dear Andrew ******: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/25/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Kimberly *****

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

  Daytime Phone: ###-###-####
  E-mail: ********************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Service Issues 

   

  Customer’s Statement of the Problem:
  
  I am requesting towing ,a rental vehicle, and my $500 back as well as proper repairs or a settlement to buy a new vehicle. I do have paperwork but it's in the vehicle 4hrs away *November 2022. Major problem was my rack opinion steering and a leak. I had some other work done but the rack opinion was still under my warranty. So they replaced it everything seemed good. *March 2023 (4 months later) Same issue happened took it back they replaced it again. Seemed fine again. *May 2023 (2 months later) They said that they had replaced it initially with an after market part. They suggested that they should replace it with an actual Honda part. That just miraculously became available. But I would have to pay for it Since the warranty now only covers the after market part Because that's what they replaced it with without my knowledge. So I argued with them and talked down the price that they were going to charge me. Initially, they were gonna charge me over $800 which included labor. I said hell no, so finally they were like Okay we will cover labor as long as you cover the part (that again should have been covered) . So i paid $500 **July 2023 (2 months later again) Car dies while im in Ocean city md 152 miles away from home. And it's definitely the same part again Because it made the same jerking motions and noises as it did before and it's super hard to steer. I was not even going to attempt driving at home in the least bit. Not only was it slowly dying and coming to a halt. And the steering wasn't working anyway. At this point, either my vehicle is a lemon Or they're not actually fixing the root cause of the problem. Again it's a honda and it only has 100k miles on it. This shouldn't be happening and I have to go back every two months To get it fixed or For them to put a band aid on it . It's a hazard for me and my three children To be driving in a vehicle over and over that starts shaking randomly And the steering starts going out before the car dies
  
  
  
  
  
  Desired Settlement:
  Finish the Job
  
   

  Bureau Response

  Date: 07/25/2023

  Kimberly *****
  *** ****** ** *** **** *** *****
  
  
  Dear Kimberly *****:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/25/2023 against Heritage Honda Bel Air.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Business Response

  Date: 07/31/2023

  We are happy to repair the van.  We need the van brought to the store so we can verify the issue then we can repair it.  If it is anything we have repaired in recent history we will repair at the stores cost.  

  Bureau Response

  Date: 08/01/2023

  Kimberly *****
  *** ****** ** *** ****** *****
  
  
  Dear Kimberly *****:
  
  This message is in regard to your complaint submitted on 7/25/2023 against Heritage Honda Bel Air.  Your complaint was assigned ID ********. 

   

  BBB has received a formal response from Heritage Honda Bel Air. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  We are happy to repair the van.  We need the van brought to the store so we can verify the issue then we can repair it.  If it is anything we have repaired in recent history we will repair at the stores cost.  

  Bureau Response

  Date: 08/06/2023

  Andrew ******
  Heritage Honda Bel Air **** *** *** ** ******** ** ***** 
  
  
  Re: ID * ******** - Kimberly *****
  
  Dear Andrew ******:
  
  Thank you for your recent response to Kimberly *****. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 08/06/2023

  Kimberly *****
  *** ****** ** *** *** ** *****   
  
  Re: ID * ********- Heritage Honda Bel Air
  
  Dear Kimberly *****,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

• 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.

  I bought my car from Heratige honda in bel air md three months after I bought the car I told the company about a flashing turn signal on the left side of my car I told them it flashed when the car is off when I'm not in the vehicle first they said I need a new headlight they replaced the headlight the light was still blinking they said I needed a new harness for the headlight and it was on back order for six months I asked if they would replace my battery when it died they laughed and said it wouldn't die well the harness has not been replaced and my battery is dead so ... please address this issue this place has been strange since I first started doing business all communication has been sent to my mother who was the co signer the car has since been paid in full they still send communications to my mother they have not sent her anything about the headlight . Thank you for your attention to this matter ******* ******** **********

  Business Response

  Date: 05/22/2023

  The 2016 Civic was purchased on 3/17/2021, the first time you visited our service department was 4/8/2022 for the headlight concern.  We are happy to complete this repair and our service manager ********* ******* has reached out to schedule the visit and offered a loaner car while we complete the repair.

• Initial Complaint

  Date:08/03/2022

  Type:Product 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 bought a brand new 2016 Honda Civic from Heritage Honda Bel Air. Since the beginning I had been in multiple times for electric problems with my radio and AC issues. I had been in 7 times for AC blowing warm on drivers side trying to get it fixed. Every 1-6 months or so it would blow warm again on one side. It wasn't until I was out of warranty (3 months out of warranty to be exact) that they told me my compressor needed replaced and it would be 1695$ to replace. I had been in for this same issue SEVEN times over the course of 3-4 years trying to get this fixed right. It wasn't until I had to call in to Honda corporate myself that I could get any attention from this dealership to try to make this right and it is still costing me 513$ dollars to replace the problem I have been in for 6 other times. I should not have to pay for an issue that they have not been able to fix properly since July of 2018!!! (If it was fixed right any other time I came in, it would have been under my warranty) instead I get sent home with a recharge to last me a few days to months until it all leaks out again. I will not recommend this dealership to anyone and I will not be buying another vehicle from here. I am very disappointed at how this was handled . I spoke to my advisor Tony and to the service manager Chrissy who I thought would help to make it right but failed to show any sympathy for all the failed service appointments in my record and the time I wasted in the shop. They should have made this right from seeing my documented history of service on this vehicle. On top of this, when I left a negative review explaining what happened to me on their Facebook page, they commented on my review and said that these events did not take place.... when they did and I have the paperwork to prove it!

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/04) */ We have processed everything based on the warranty and goodwill that Honda provides. Any refund would need to be requested and provided by Honda directly. The last repair was done under goodwill and Honda funded 70% of repair due to the factory warranty being expired.