ComplaintsforBerlin City Honda of Portland

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2022 Two mechanics said the axle was worn that showed transmission needed to be replaced. June 2022 Brought car into Berlin City Honda, told them the problem and findings from two mechanics about the transmission that needs to be replaced. They only changed the turbo. July 2022 Car started to have issues again just like when I brought it to Berlin City in June 2022. Contacted them and left a message with the receptionist no one called me back.Sept 2022 Called Berlin City and left a message. No one called me back. November 2022 I took the car to ***************************************************** in South Paris, and they confirmed indeed the transmission should have been replaced in June 2022 by Berlin City Honda when it was under warranty. The shaking I was experiencing in May of 2022 and the way the axle was worn out was clear signs the transmission needed to be replaced. They also found that the airbox was superglued back together, Berlin City Honda had to have seen it broken or glued it because they had to remove it in order to replace the turbo. Cost of repairs is $9500 without warranty. Called and sent a message to Berlin City, no one called me back. January 2023 ************************** to file a complaint that Berlin City did not fix it when they should have. May 2023 Filed complaint with BBB.

  Customer response

  06/06/2023

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

  Business response

  06/08/2023

  In speaking with the ******************** the vehicle was ****** to ** in June 2022.  The Technician found the turbo to be lagging and that was replaced under the customers First Extended Warranty that was purchased at time of sale.  That was the last recorded Service event at the dealership.  The next correspondance we have record of is on 11/28/2022.  Customer reached our *********** and an email was forwarded to the *******************

  Customer response

  06/09/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello,  

  There response is true but I never got a response from them in November 2022 nor any other time that I called them. The vehicle is still not fixed as it should have been in June. The service department convinced me the day I picked it up that the other two mechanics were wrong and they took care of the problem.  They did not take care of the shaking issue which indicated the transmission issue.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got an supposedly new air compressor at Berlin City Honda dealership and less than a year it started to give me problems. I went to shop and found out the compressor is bad need to be replaced. They are not trying to help. It's very frustrating because they played me. I'm a veteran and only car. I don't know what to do

  Business response

  07/06/2022

  Service Manager - ******************* is set to reach out to the customer today.  

  Customer response

  07/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  Thanks
  
  Better Business Bureau:
  
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  
  Regards,
  
  
  *******************************

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my Honda Odyssey to this dealer to repair a transmission leak. The repair required that I leave the vehicle overnight so the service person said they could rent me a car through Hertz at a price of $33.00/day while my vehicle was being repaired and I was to return the rental car to the Honda dealer when I picked up my vehicle. I kept the rental car overnight (05/03/22) and returned it with the key and the rental agreement to Honda when I picked up my vehicle(05/04/22) and paid for the repair and the rental car. Two days later I noticed that still a Hertz charge pending on my credit card. I have tried 5 times to contact the service person and left messages to call me since I wasnt able to get her on the phone. No luck. I have called for the service manager twice. Again, no luck. To date Hertz has charged my credit card $109.73 with another $73.00 pending for a car I rented through Honda and returned to and paid for toHonda.

  Business response

  05/16/2022

  We have been in contact with Hertz and the customer.  Hertz tried to blame the dealership for the charges, but Hertz realized they made a mistake on their end.  Sounds like he should be getting reimbursed by Hertz. 

  Customer response

  05/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/25/2021 I purchased a used 2008 GMC truck. Price listed was $15,998. They, said there was no "negotiating" on price, which was fine with us. On desk sheet he circled our choice, 60 mon, with $2000 down payment, quickly asked if we were ok with "the price of the vehicle", we knew taxes and fees needed to be included, but signed the "desk sheet", to be forwarded to Ben to complete deal. Ben went over a few other options all of which we declined except for Gap insurance. I then received a text mess. to download an app for "L jack" upon asking Ben he said oh "its the app for "Kahu" pointing to a sign behind him. I said "I don't want anything like that", he said "oh its included in the vehicle" "you don't have to use it if you don't want to" We signed on his tiny notebook computer for the gap insurance. My wife got a call from our bank a few days later, 2 charges were on the Bill of sale that we were not made aware of, first was listed as "PP Paint Int" $549. and "Kahu" for $599. Upon calling Ben were told, "We added a GPS tracking device, Kahu" its the service protect from auto theft, the PP int." was a coating we put on ext and inter. protect from scratches, fading etc". I did NOT want either of these, the vehicle was a 2008, already had scratches and fading AND I am totally against a GPS tracker on my vehicle. Ben said "too bad you signed for them both". He then presented the desk sheet, that had in tiny print at the bottom "itemized access", Tech pack. $75. Appearance care $449, Lojack GPS $399. and my sign. on choosing the Gap ins, in tiny sep. boxes showed the "gap ins" "permatate paint" and "Kahu GPS". He said "since you bought the gap ins you were upgraded to a 5 yr Kahu plan discounting the Gap by $200 but would be charged $599 instead of $399. for "Kahu". I'm furious, asked for a refund $1148. and had them take out the GPS device, they wouldn't give a refund. This was sneaky and shady. I was not made aware of either up front, and wording was misleading.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about October 11, we dropped out vehicle off at Berlin City Honda for repairs. On or about that same day, unbeknownst to us, our vehicle was allegedly struck by another customers vehicle. Our service advisor, ******, did not contact us to notify us of the damage until October 20, 2021. When we went into to assess the damage that ******************** informed us that there was a video of the other customer's vehicle hitting the car and that there were witnesses. When I requested the video be preserved, he was unresponsive and said he would "submit a request". When I asked for the names of the witnesses, he was hesitant to give me any names but did eventually name himself and another individual. He insisted that the other customer was "a good customer" and would likely cooperate with insurance. When I asked about why it took him 8 days to contact us about the damage to our car, he informed us he had no duty to do so and that he was "doing [us] a favor" by telling us. Since our last meeting, I have called and left a series of messages with both ****** and the General Manager, *******************************, to discuss what happened. Dates called: - 10/21/21 @ 12:49 pm: left message for ******************************* - 10/27/21: left two messages with ****** Ballwebber and ******************************* -10/29/21: left a message for ****** Ballwebber When I spoke to the customer, she informed me that she had been contacted once by ****** and when she tried to follow up, was never contacted again. The customer who allegedly struck our vehicle had no knowledge that she did so and no damage to her vehicle. Given the evasiveness and the lack of follow up, we are concerned that we are not being told the truth. We want Berlin City Honda to respond to our requests for further information. We are concerned about the length of time it took to report the damage to us as well as the fact that no proof has been provided to us that what is being reported actually occurred. We are being ignored and not kept up to date. r

  Business response

  11/16/2021

  *******************, Service Manager at Berlin City Honda of Portland has resolve the complaing with ******.  He also sent her the following email after their recent phone conversation.

   

  Good afternoon ******, 
  
  I wanted to follow up on our phone conversation and again apologize for the lack of urgency and empathy my department showed in resolving your concerns after the car damaged in our parking lot by another customer. I've included my recollections of the event below. If there is anything additionally I can do to assist the claim or the situation please let me know. As we discussed, I will honor a full refund on your pre-paid maintenance package if you decide to go that route, but I of course hope we can win back your business and resolve this situation amicably.
  
  I was notified on October 12th by ************************* our shuttle drive that he had witnessed a pilot bump into a black civic but didn't get a license plate number and had asked for me to investigate it. I reviewed the camera footage and did see that (once identified)*************************** 2013 Pilot had impacted your Civic's driver side front bumper when pulling out of an adjacent parking spot roughly around 12:10 PM.  I reviewed the footage with ****** and **** York (**************' service advisor that day) and showed them what happened and directed they reach out to both parties so that insurance info could be exchanged for repair/claim purposes.

  Customer response

  11/16/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

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