ComplaintsforSerra Honda Grandville

• Initial Complaint

  12/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been having issues with our 2023 Honda CRV. I have had it in the shop before for electrical issues namely the emergency system. I was told before that they could not duplicate the problem and could be a fluke. (Hard to be a fluke when I personally know 2 other people with same year CRV having the same problem. This time the problem was while driving when the lane assist is turned off and you use the turn signal the lane departure warning comes on and pulls you back over to the right. It also gave message emergency system error and showed the Honda emblem. I checked it and it was not covered nor was it dirty. I scheduled an oil change and tire rotation. I also scheduled it to have the safety issues looked at it. It was made clear to *************************** what the issues were. I was asked to drop it off for the day so they could look into it. I dropped it off to be worked on 12/19/23. They open at 7am and at 729am I received a call from *****. ***** stated my vehicle was all set. ***** stated the mechanic *********************** could not duplicate the problem and there were no error codes. I asked if he road tested it and ***** stated it road tested fine with no errors. ***** did recommend a rear differential fluid change and a rear alignment. I declined them at this time. My complaint is against ***** being dishonest and the carelessness of the mechanic. How do you do an oil change, tire rotation, and look road test a vehicle in less than 29 minutes. Also how do you road test a vehicle when there were no miles put on the vehicle. The vehicle was dropped off with 1`5083 miles on it and picked up with ***** miles on it. I denied the other services as I can't trust the work would be done properly with the dishonesty of the advisor and lack of concern of the mechanic. I would like contact from the General Manager

  

  Business response

  12/26/2023

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

  i will contact the customer and arrange a time to reevaluate the concern. I will also contact Honda to inquire about any service bulletins 

  Customer response

  01/04/2024

   
  Complaint: 21053977
  
  I am rejecting this response because:

  It Is now January 4, **** and have not received any communication from ********************. This complaint can stay open until he contacts me. ************

  
  Sincerely,
  
  ***************************

  

  Business response

  01/08/2024

  ******************** will be contacted today to have him bring his car in for further evaluation in our service department. Honda has been contacted to be sure there are no service bulletins or recalls on the car.

  It should be noted that this dealership also has delivered over 600 of the Honda CR-V this year and are not experiencing the customer concern.

  My wife also drives a CRV and has not experienced the concern.

  We will see if the concern can be duplicated and make sure the features are performing as designed.

  Thank-You

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issues Fuel mileage advertised according to sticker on car was 34 hwy / 40 city. Reality is that we have never gotten over 28mph on hwy and never over 32 on city. When going up small incline the hybrid battery output will rev up, showing output at over 100, sounding like the engine is going to explode. Sounds like a Harley ******** motorcycle. Radio goes black when hooking up to Iphone 13 car play (tried on 2 different Iphone 13's). Radio will freeze up and sometimes black when powers up. Have to shut vehicle off and restart to fix issue.Wireless Charger for iphones works rarely works. Will turn orange to show its charging then will turn green. Phone will not be charged. And it is extremely slow to charge. Phone has been taken out of case and set in the center of the charge. Front seatbelts will not release if there is any slight pressure on them. This is a safety issue in the event of an accident.Speratic display warnings. Driving on highway, rain drizzle outside and warning lights starting going off on dashboard. The displays on my dashboard are stating the road departure mitigation is not working and the collision mitigation braking system is not working. It is showing red. We first noticed the fuel mileage the day after we purchased the vehicle. We noticed the seatbelt, engine rpm, radio issue, April 1st. The seatbelt we found while on the trip to *******.I have spoke to ******************* the sales manager the week of March 13, 2023. On April 18, 2023 brought the vehicle in to get repaired. ******************* was the service advisor (quite condensending). These issues are constant every time we drive. ******************* stated the engine needed to be broke in. **** says the vehicle does not have any diagnosis codes and everything is functioning as should be. **** stated the high rpm is the cvt transmission.No repairs have been made. (When we took it in I wrote the seatbelt and display issues on the drop off sheet and the dealership ignored those issues according to my paperwork).No repairs advised, no quote on repairs. We purchased the vehicle on March 10, 2023. (No issues with the salesman). We took the vehicle to ****** ** round trip 200 miles. We averaged 26 miles to the gallon on the highway for this trip. I called the dealership and spoke with ******************* who stated the engine needed to be broke in. I asked him for a different vehicle due to the price I am paying for the vehicle and he said that was a Honda Corporate issue. I then made an appointment with the dealership to have the gas issue looked at and the rear hatch back sensor looked at. Upon taking it into the dealership it was found the sensor wasnt working, they recalibrated it. They said the gas issue the vehicle needed to have the engine broke in. We decided to take the vehicle on vacation to ******* to let the engine brake in. The day we left we had to call in to find out how to reset the radio as we were having radio issues with the car play and the radio froze. Advised at that time to schedule an appointment for service upon return.During this trip we found the engine revved high and was extremely loud on the inside of the vehicle when going up inclines. We also found that if there was any slight pressure on the seatbelt latches (front seat driver and passenger) that the seatbelt would not release. (safety issue). WE did not get over 28 mpg on the highway and not over 32mpg in the city for fuel average. On the highway during travel the cruise control was set at 73 MPH and that speed was not exeeded. Upon returning to ******** I made an appointment with Serra Honda to have the issues fixed. Appointment was originally made for fuel usage, radio issue, and high rpm issue. Upon dropping it off I wrote on the drop off form the seatbelt issue and the display warning issues. I was advised there was nothing wrong with the vehicle and when speaking with **** he was quite condensending to my wife *****.

  

  Business response

  05/11/2023

  We have been in contact with ********************* in regards to his concerns. We scheduled him an appt this morning ( 05/11) at 8:30 with our service manager to test drive with him to try and duplicate the customers concerns. If the concern could be duplicated, and if it was necessary for ********************* to leave his car we were providing him with a FREE loaner car.

   

  Thank-You

• Initial Complaint

  03/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am trying to cancel my GAP insurance with no success. The week of 2-20-2023 I left a voice mail with one of the guys that works in finance. No response back.On 2-28-2023 I called Serra Honda. The operator transferred me to a sales person. He said I needed to come in to cancel my GAP insurance. When I went to Serra Honda later that week I was told I needed an appointment. I was told to email the Finance Manager to set up an appointment. I emailed the Finance Manager on 3-5-2023. No response that entire week. I called Serra Honda on 3-9-2023 or 3-10-2023 and was transferred to a sales person. He tried to transfer me to the Sales Manager but the manager was not available. The sales person said they would leave a message for the Sales Manager to call me back. The salesperson said that the Sales Manager should be able to help me get an appointment with the finance department. There was no return call.On March 13th the Finance Manager returned my email and asked me what time I could come in on the next day, March 14th. I responded that a late afternoon appointment would be best and asked him what time they would be available. I did not get any response. On March 15th I left a voice mail message with the General Manager of Serra Honda to please call me. He had the sales person that sold me my car call me. I responded saying I needed to talk with the General Manager. The sales person said that she would let him know and that he would be able to help me. There was no call back.This is going on week 4 and I still don't have an appointment to cancel my GAP Insurance. My request should not be this difficult.

  

  Business response

  03/29/2023

  Thank you for contacting us regarding the complaint from ******************************  ***********************, Business Manager did contact ***************************** and she did come in and sign the cancellation paperwork on Thursday March 23. Our sincere apologies for the inconvenience. 

  Customer response

  04/05/2023

   
  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,
  
  *****************************

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid off a loan from Honda financial early. I got a letter from them telling me to contact the dealer about a refund on my GAP insurance since I paid the loan off early. On March 5 I went to the dealer and spoke to ***** who spoke to ***** about my refund. I also spoke to **** in the finance department about my refund but as of this date have not received a refund check.

  

  Business response

  05/31/2022

  The refund check is being mailed today 05/31/2022- we apologize for the inconvenience this has caused. 

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this dealership 12 months ago and two weeks after purchasing it the engine coolant light came on they reassured me that the sensor needed to be replaced about a month after that the light came on again and then they kept my car for two weeks 3 months later the same light came on and it wasn't drivable I had to get it towed to the dealership they kept the car another teo weeks and then two weeks later the car was drivable and I had to get it towed again to the dealership after paying two weeks ago to get it fixed two weeks later they are saying it would cost more money to fix it two weeks later. I've been having the same problem with this car since I purchased it from them and the problem hasn't been resolved after a year. Now they are telling me they are done chasing the problem.

  

  Business response

  01/19/2022

  Contact Name and Title: Richard ** ***** GM
  Contact Phone: **********
  Contact Email: *******************************
  
  To Whom It May Concern:
  
  Please reference the timeline below for a vehicle that was originally purchased "AS Is" from our dealership. As you will see< Ms. ****** has incurred zero cost for over 1 year. At this point, she needs to take ownership of this vehicle. Further, as always and now, we are supporting Ms. ***** with alternative transportation at no charge which she is currently refusing to return.
  
  I partnered with service to come up with a timeline of events:
  
  1/6- delivered 2014 Ford Escape
  82k miles
  
  1/30 Customer reported low coolant light and leaky tire
  Replaced coolant pipe and resealed tire bead
  $550 repair, no cost to customer
  83k miles
  
  3/27 Customer pay oil change
  
  4/12 Customer reported low coolant light
  No leaks, could not duplicate
  No cost to customer
  85k miles
  
  4/20 Customer reported low coolant light
  No leaks, could not duplicate
  No cost to customer
  86k miles
  
  6/4 Customer reported check engine light
  Replaced head gasket
  $650 repair, no cost to customer
  87k miles
  
  12/4 Customer reported heater inop
  Replaced heater hose
  $400 repair, customer pay
  92k miles
  
  1/10 Customer reported check engine light
  Took the Escape to ******* ****
  Leaky water pump
  $1200 repair, SHG is refunding previous $400 customer pay to offset water pump replacement
  93k miles
  
  Additionally, I have offered to trade her out of the car (giving full credit for the purchase price) and she has stated on multiple occasions that we don't have anything in inventory that she likes.
  
  
  Thad B***
  General Sales Manager
  Serra H***a Grandville
  ************
  

  Customer response

  01/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was told that the repairs to my vehicle would be covered under my current warranty which is why there was zero out of pocket cost throughout the 12 months of me having this vehicle but that changed the 4th time the issue occurred and I had to have my car towed to the dealership and two weeks later having to get it towed again which has been my 5th time that my car has been serviced for the same exact reason the engine coolant light. out of the 5 times I had to have my vehicle towed twice. This has been a major inconvenience. I was given a loaner car and was told I could keep it until my car was repaired. I was later told that they couldn't fix my car and it needed to be transferred to A Ford Dealership after the 5th time of the same recurring issue and that the repairs wouldn't be finished until the end of the week which would total $1,200. After putting in a complaint with the BBB I received a call from Serra H***a stating that they needed the loaner car back after previously being told that I could keep the loaner car until my car was repaired. I restated that to the Manager that I was speaking with, and he told me that he would contact the ford dealership and see if they had any loaner cars available for me and that he would give me a call back if one was available. I never received a call back from him. I have experienced the same issue with this vehicle that I purchased from this dealership and the issue was never resolved and now I'm being told that they are done chasing the recurring issue. As a First-time customer I do not believe that my concerns are being heard especially after being told they are done chasing the issue with a car that was purchased from them which is very frustrating.

  

  Business response

  02/03/2022

  To Whom It May Concern!
  
  Not only did Serra H***a Grandville pay for multiple repairs, Ms. ****** was offered a full refund toward the purchase of another vehicle from this dealership. Ms. ****** decline our offer, choosing to retain the vehicle she originally purchased.
  
  As a result of the above, Serra H***a Grandville is unwilling to repurchase Ms. ******'s vehicle for the balance owned.
  
  Rick C**** - General Manager
  Serra H***a Grandville.

*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. ↩