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:03/19/2025

  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.

  They sold me a car that has multiple issues. They always say one thing and do something completely different. The first time they had the truck they said they would fix the radio and windshield. The windshield illegally passed inspection. They only fixed the windshield and left the radio. Then I brought the truck back they had me wait hours to not fix that either. They gave the broken truck back. Then they also took the truck for a week and then still didnt fix the radio after sending it to gmc. So this time when I gave the truck it was shuttering when accelerating and they said the changed the transmission fluid and it was solved. But they told me they did all fluids before I got the truck. So why would it need to be done less than a month later. I still dont have my car that Im paying for. And I still dont have answers my warranty will be up in a few days. I literally dont know if I will have a reliable vehicle for my kids.

  Business Response

  Date: 03/27/2025

  The customer is currently in a no charge loaner vehicle while we diagnose an audio unit concern.  We exchanged brake fluid, differential fluid and coolant during the prior Maryland State Inspection.  For customer concern about transmission we also exchanged the transmission fluid.  Currently, we had to send the vehicle to the GM dealer to look into to audio unit concern.  We have replaced the audio unit and audio screen.  We are doing everything we can to help the customer including providing transportation.  The customer has not been charged for any items.  

   

  Business Response

  Date: 03/27/2025

  The customer is currently in a no charge loaner vehicle while we diagnose an audio unit concern.  We exchanged brake fluid, differential fluid and coolant during the prior Maryland State Inspection.  For customer concern about transmission we also exchanged the transmission fluid.  Currently, we had to send the vehicle to the ** dealer to look into to audio unit concern.  We have replaced the audio unit and audio screen.  We are doing everything we can to help the customer including providing transportation.  The customer has not been charged for any items. 

• Initial Complaint

  Date:02/18/2025

  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 would like a refund on an extended warranty I purchased with a 2022 Honda Civic which I no longer own. I have attempted to contact Heritage by phone three times, left messages, and received no response. The third time I explained to the receptionist that I had not been called back and she said she delivered a hand-written message to one of the parties who could help me ('finance managers") and still received no call. I emailed the store manager and general manager on 2/10/2025 asking for assistance with the refund and received no response.

  Business Response

  Date: 02/27/2025

  The General Manager has spoken with the customer in order to explain the cancellation process and what documentation is needed in order to cancel the warranty.  The dealership is working directly with the customer in order to resolve this matter. 
  

  Customer Answer

  Date: 02/27/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:11/20/2024

  Type:Customer Service 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.

  In April 2024 we bought a 2025 Honda Pilot from Heritage Honda in Westminster, MD. We traded in our 2019 Honda Odyssey minivan. We were told by the salesperson, who has since been fired, that we cannot transfer our current tags. He instructed us to return the tags to the *** and the dealer would order our new tags. He said allow for 2-3 weeks for the new tags and all we had to do was go the dealership and pick them up. 2-3 weeks passed and the tags never came. I called the dealer and was told its still in process, which was the first lie. A few weeks later, I stopped in and spoke to a guy named ******* ******. He said this would be taken care of. It never did and he refused to answer any of my subsequent emails. A finance guy named **** then told us this was the dealerships mistake, and they would pay for all costs associated with getting tags for this vehicle purchase. We were told the tags were ordered and would have them in a couple weeks. That passed and we were told the *** clerk made a mistake, and it will be a couple more weeks. A finance employee named **** told us this nonsense. The temporary tags expired today, and ****** went to the dealership, and we were told none of this happened and that we have to go to the *** with the purchase order and get new tags and pay for them. The dealership already told us this was their mistake and would be taking care of all of this and they have done nothing. We have bought over 10 cars at this location. We need immediate resolution to this issue and the dealer needs to pay for the new tags. We would have transferred them in April if we were not told we could not do that. This is the last car I ever buy from here. They completely dropped the ball and do not at all care.

  Business Response

  Date: 11/26/2024

  ***** and ****** ***** purchased their vehicle on JULY 23rd. Their temp tag was about to expire while waiting on *** to process their tags. Because we issued a temp tag while their hard tags were being processed, it stopped any progress with their tags. I was made aware of the situation on 11/21. Our title department called ***,worked out the problem and issued their tags on 11/22. ** and **s. ***** now have their permanent plates

  Customer Answer

  Date: 11/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Just wanted to note the vehicle was purchased in April 2024 not July.  Thats how long this took to resolve.
  
  Sincerely,
  
  ******* & ****** *****

• Initial Complaint

  Date:03/11/2024

  Type:Billing 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 received notification from my lender, *************, in a letter dated December 14, 2023, stating that my car loan had been paid off and that I should expect a refund of $454.95 for unused ****************** from Westminster Honda. I submitted the necessary paperwork to **** **********, the Honda Finance Manager, whose email is **************************** phone number ************* Mr. ********** informed me that their Accounting team had issued the refund check in December 2023 and that it had been cashed. However, upon checking my *************** statement for December 2023, I found no record of receiving or cashing the check. I subsequently provided this evidence to Mr. *********** I have reached out multiple times and he has returned my calls twice to discuss the progress on this issue. My most recent communication with him was through email on February 27, 2024, where I requested either a transfer of the refund to my bank account or issuance of a check for pickup. However, as of today, March 8, 2024, I have not received any further updates or the refund. Would you kindly assist me in resolving this matter?"

  Business Response

  Date: 03/18/2024

  Complaint ID # ********

   

  Per our discussion the other day. Mr. ****** refund was processed by our vendor 7/22 and a check was mailed directly to the consumer. The check was recently cashed through *************** in December of 2023. The amount of the refund of $454.95 is the correct amount that was due to customer.

   

  I have emails from the vendor as well as our office to support this situation I can forward them onto you as you see fit.

  *** ****<****************************>	Fri, Mar 15, 1:30 PM (3 days ago)
  tome,Rob

  Ms. ****

   

  As per my email in reference to Complaint # ******** here is the back up information. This email chain from our vendor as well as our accounting office.

   

  Thank You

  *** ****

  Director of Operations

  Heritage Honda of Westminster

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

  Westminster, Md. 21157

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

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

   

   

   

   

  From: **** ******
  Sent: Monday, March 11, 2024 2:35 PM
  To: *** **** <*********************************************************************************************************>
  Subject: RE: INFORMATION REQUEST- *****-P00013383751 *****, *******

   

  454.95

   

  From: *** ****
  Sent: Monday, March 11, 2024 2:33 PM
  To: **** ****** <*************************************************************************************************************>
  Subject: RE: INFORMATION REQUEST- SALIM-P00013383751 *****, *******

   

  ****

  Get me the amount of the check we sent?

   

   

  Thanks ***

   

   

  From: **** ******
  Sent: Monday, March 11, 2024 12:22 PM
  To: *** **** <*********************************************************************************************************>
  Subject: FW: INFORMATION REQUEST- *****-P00013383751 *****, *******

   

   

   

  From: *** ***** [******************************************************************************************************************]
  Sent: Monday, March 11, 2024 12:10 PM
  To: **** ****** <*************************************************************************************************************>
  Subject: FW: INFORMATION REQUEST- *****-P00013383751 *****, *******

   

  Hello ****,

    Apparently we requested this information last month.

   

  Thanks,

  Bea

   

  From: Incomplete Cancels [***********************************************************************************************************************************************]
  Sent: Friday, February 16, 2024 10:13 AM
  To: *** ***** <***********************************************************************************************************>
  Subject: Re: INFORMATION REQUEST- *****-P00013383751 *****, *******

   

  Hello

   

  The contract P00013383751 for *****, ******* was cancelled by *********************************************************************************************************** on 7/8/22 with customer as payee. The refund was issued to the customer 7/11/2022 (see below) and was cashed on 12/9/2023.

   

  

   

  Thank you,

  Natalie 

   

  Contract Administration Department

  Dealers can submit online cancellations via Dealer Source

  *** ***** & ****************

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

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

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

   

  Please consider the environment before printing this e-mail.

   

   

  ---

  From: *** ***** <***********************************************************************************************************>
  Sent: Friday, February 16, 2024 9:00 AM
  To: Incomplete Cancels <****************************************************************************************************************************************>
  Subject: INFORMATION REQUEST- *****

   

  [EXTERNAL EMAIL] WARNING! This is an external message! DO NOT CLICK links or attachments unless you recognize the sender and know the content is safe.

  Good Morning,

    The dealership received a call from customer ******* *****, regarding his gap cancellation. He told us that his bank never received the gap cancellation check. I have attached the details of the cancellation, if you could please find out how we can get confirmation that the check was sent, and cashed by Citizens?

   

  Thank you,

  Bea

   

   

  *** *****

  Warranty Administrator

  Heritage/MileOne Autogroup

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

  Suite 700

  Towson, MD 21204

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

   

  Thank you again for your help.

   

  *** ****

  Director of Operations

  Heritage Honda of Westminster

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

  Westminster, Md. 21157

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

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

  Customer Answer

  Date: 03/19/2024

  Dear Sir,

  Heritage Honda alleged that I cashed a check in December 2023. However, I contested this assertion as I neither received nor deposited any such check. I provided evidence in the form of ****************** statement for December 2023, demonstrating the absence of any such deposit. This evidence was forwarded to their Finance Manager, but no response was received. Attached is a screenshot from page 2 of my December 2023 bank statement, clearly showing no deposit corresponding to the check Honda Westminster claims was cashed. Should you or Honda Westminster require additional bank statements for any month or period, I am willing to provide them.

  Sincerely, Johanes.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21406566
  
  I am rejecting this response because:

  Heritage Honda alleged that I cashed a check in December 2023. However, I contested this assertion as I neither received nor deposited any such check. I provided evidence in the form of ****************** statement for December 2023, demonstrating the absence of any such deposit. This evidence was forwarded to their Finance Manager, but no response was received. Attached is a screenshot from page 2 of my December 2023 bank statement, clearly showing no deposit corresponding to the check Honda Westminster claims was cashed. Should you or Honda Westminster require additional bank statements for any month or period, I am willing to provide them.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/25/2024

  My name is ****** **** I am the Director of Operations for Heritage Honda of Westminster. The warranty company will cut another check for ******* ***** for original amount that was cut prior. 

  They have asked if I can verify your current address. I have left messages on the phone numbers in our deal, but have not heard back as of yet. Please verify your current mailing address and they will cut a new check, and forward it to you directly. 

  Thank You,

  *** Long 

  Heritage Honda of Westminster

  ************  direct

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

   

  Customer Answer

  Date: 03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to send me a check is satisfactory to me.

  Here is my home address: ******* *****, *********************************************

  If possible, I would prefer to come to Honda Westminster office to get my check to avoid repeat problem
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/23/2024

  Mr. *****

  Complaint # ********

   

  Please see below the answer from the cancellation company in reference to our phone and email discussion this morning. They suggest that it may take up to 30 days, and if you do not have the refund please give me a call. I wanted to make sure that we updated you with the most recent information.

   

• Initial Complaint

  Date:12/18/2023

  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.

  We purchased a new 2024 Honda Passport Tuesday December 5. We were told by salesman that we needed to configure the car to our phones when we were home. Because it was dark I was unable to get the phone app to connect. Decided to try next day. Next day found car wouldn’t connect and received errors. I’ve spent over week with Honda support and dealer. They wanted car back to determine what was wrong. There is some wrong in the wiring or computers. They are tearing the brand new car apart trying to fix. This vehicle was defective before sale and shouldn’t have been sold. We were buying a new car that was safe, needing major repairs dayone

  Business Response

  Date: 01/08/2024

  Mr ****** is a very good customer of ours and during this time we have been trying to remedy his concern with the vehicle he purchased. After discussing it further we have decided to trade Mr ****** out of his vehicle into a new vehicle with no issues to his satisfaction. After talking to Mr ****** today he is satisfied with this being done for him.

  Customer Answer

  Date: 01/10/2024

  I have reviewed the response made by the business in reference to complaint ID 21015690 and find that this resolution is satisfactory to me. I truly appreciate the dealership's attempts to attempting to correct the factory issue with the vehicle's communication issues from original build. The dealership has communicated improved delivery reviews as to avoid future customers experiencing these issues.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/14/2023

  Type:Customer Service 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.

  Sir/Ma'am, I purchased my vehicle from Heritage Honda of Westminister in Jan2021. Ever since then I have received multiple correspondence via physical mail, email, and phone requesting that I purchase another new vehicle and/or trade-in my existing vehicle. I have notified the business via email and phone months ago I do not wish to be contacted and to remove my name from the CRM. I received a phone call today 13Nov2023 from "John" with another sales pitch. I have filed a complaint with the federal trade commission. This is harassment. I request that the dealership discontinue further contact with me. I will be leaving a poor review on google, yelp, and other sites I find to reflect this experience. V/R ***** *******, MD CPT, USA, MC

  Business Response

  Date: 11/15/2023

  Mr. *******,
  
  Thank you for bringing this to our attention. Heritage Honda Westminster takes these types of concerns very seriously and is committed to honoring all customer opt-out requests. After investigating the matter, I believe there was an error which caused the opt-out request to be processed in one of our systems and not another. This error has since been corrected and you should no longer receive communications from our dealership unless you request to be contacted in the future. If you receive any additional correspondence, I ask that you please reach out to me directly at the email below so that I may investigate the origin of any such communication.
  
  Sincerely,
  
  Constantine ******
  Division President
  *******@mileone.com

  Customer Answer

  Date: 11/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20865173, and find that this resolution is satisfactory to me. If in the future the dealership again violates my request for no further contact, I will re-engage. Thank you. 
  
  

  V/R

  ***** *******, MD

  CPT, USA, MC

• Initial Complaint

  Date:09/08/2023

  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.

  Westminster Honda does not honor my request to unsubscribe from their email advertisements. I do not want anymore contact at my work email. I have unsubscribed multiple times. I called the store and was passed around multiple departments until I reached Sales and the person was not interested in my issue and did not know how to help. I then posted a review on Google about this place and received communication from the manager. But the problem is not resolved and I do not believe Westminster Honda is treating me respectfully and is not making efforts to stop the spam emails.

  Bureau Response

  Date: 09/08/2023

  Hal *****
  Heritage Honda of Westminster 
  *** ********* **** *********** ** *****
  
  
  Dear Hal *****: 
    
  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 9/7/2023 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:

  Daniel ******

  * ** *****

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

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Advertising Issues 

   

  Customer’s Statement of the Problem:
  
  Westminster Honda does not honor my request to unsubscribe from their email advertisements. I do not want anymore contact at my work email. I have unsubscribed multiple times. I called the store and was passed around multiple departments until I reached Sales and the person was not interested in my issue and did not know how to help. I then posted a review on Google about this place and received communication from the manager. But the problem is not resolved and I do not believe Westminster Honda is treating me respectfully and is not making efforts to stop the spam emails.
  
  
  
  
  
  Desired Settlement:
  No further contact by the business
  
   

  Bureau Response

  Date: 09/08/2023

  Daniel ******
  
  * *** *****
  
  
  Dear Daniel ******:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 9/7/2023 against Heritage Honda of Westminster.  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: 09/08/2023

  the hyundai general manager called to explain that we did opt the customer out of our normal communication however there was a newsletter that went out from an outside vendor and also communication from the manufacturer that is definetely necessary for updates or any recalls 

  Bureau Response

  Date: 09/09/2023

  Daniel ******
  
  *** *****
  
  
  Dear Daniel ******:
  
  This message is in regard to your complaint submitted on 9/7/2023 against Heritage Honda of Westminster.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Heritage Honda of Westminster. 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 hyundai general manager called to explain that we did opt the customer out of our normal communication however there was a newsletter that went out from an outside vendor and also communication from the manufacturer that is definetely necessary for updates or any recalls 

  Bureau Response

  Date: 09/14/2023

  Hal *****
  Heritage Honda of Westminster *** ********* **** *********** ** ***** 
  
  
  Re: ID * ******** * Daniel ******
  
  Dear Hal *****:
  
  Thank you for your recent response to Daniel ******. 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: 09/14/2023

  Daniel ******
  
  ** *****  
  
  
  Re: ID * ********* Heritage Honda of Westminster
  
  Dear Daniel ******,
  
  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:06/29/2023

  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.

  Dropped off my 2018 ******* ****** at the dealer on Tues, 6/27 at 8:30 AM. I bought this car from the dealer and was still under warranty. A gasket seal was cracked and leaking oil. This should have been corrected when I bought the car less than 2 months ago. I was told it should be same day and they would call me. No one contacted me. 1st call made at 1:50 PM and was told I would be called back with an update. 2nd call made at 3 PM since no one cares to call. I was told at 3 that the part needs to be ordered and will take another day or two. I asked if they had a loaner since I was shuttled to my house. The dealer said they have no loaner cars for me. I'm a single Father with only that one car. What if I had a family emergency? They do not care. It's a car dealer, find something, please!! Waited all day 6/28 for a call that never came from the service department. 3rd call made at 3 PM 6/28, was told car will be done by 5 PM. Picked up car and while driving down the road, engine began smoking out of vents and hood. Drove it for another ***** miles, same thing. Woke up early this morning, 6/29 and drove it. Same thing, engine smoking out of hood and vents. Called dealer at 8:45 AM. It is almost 10 AM, NO CALL. My car needs to be fixed properly. Thankfully it's under warranty. It needs to be fully repaired and a loaner given to me since it may take through the 4th of July weekend.

  Business Response

  Date: 06/29/2023

  Service Director *** ***** contacted customer and had him bring in his vehicle this morning to inspect. Found a section of the Valve cover gasket replaced yesterday pinched. Repaired the pinched gasket and cleaned engine compartment. *** apologized to the customer and offered next oil change for free to make up for the inconvenience. Customer is happy and situation is resolved.

• Initial Complaint

  Date:06/09/2023

  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.

  On 6/5/23 I got an estimate from a independent garage for car repair $1500 total price for timing belt/water pump combination kit and Honda A 13 service and replacing low beam headlights. I called Heritage Honda in Westminster and asked if they would match the price: spoke with service writer ***** and ******. When I arrived for my appointment on 6/7/23 and meet with ***** confirmed that Heritage Honda that they would match the price $1500 out the door total repair: $1200 to replace the timing belt/water pump kit and $300 for A13 service and new headlight bulbs: ***** verbally confirmed that the price would be matched and I consented to have the work done on my car. The work got completed and when I picked up my car the total price was $1698.89. I told her that is not what we agreed on and she said "you can leave your car here and talk to ***** (the service manager) in the morning". I took possession of my car and attempted to call ***** two times and no response (left voice message twice). I also did not receive the multipoint inspection certificate.

  Business Response

  Date: 06/16/2023

  l We have spoken with **** ***** to resolve her concerns. We informed her that we understood her position and we would refund her the difference in the cost of what she expected to pay. Thank you for the opportunity to resolve our customers concerns.   ****** *** General Manager Heritage Honda Westminster ************

  Customer Answer

  Date: 06/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *****

   

  Thank you for your assistance; once again the BBB is a great outlet to resolve complaints and I appreciate your efforts.