Complaints

This profile includes complaints for Walser Honda's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Walser Honda

  14800 Buck Hill Rd Burnsville, MN 55306-3900

  
• 

  Walser Honda

  7700 France Ave S Ste 410N Edina, MN 55435-5869

  

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:09/24/2024

  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.

  This car dealership have a very bad bad bad bad customer service. They are very nice on the day you are buying a car but once there is a problem, forget it, you will get a head ache, not returning a call, no update or anything. My daughter and I bought a used car ********** Lancer just 2 months ago 7/22/24 to this dealership. After coming home, we noticed one of the plate number is missing plus one of the remote key is not working. There are 2 remote key. We called the office and our salesman said well fill up form for new license tab plus just bring over the remote control in the service department so they can fix it. 8/11/24 We come back, they put the license plate and we give them the remote key. There are 2 remote key which are combine in a key ring. We told them the 1st one is working and 2nd one is NOT working. After more than 2 hours of waiting, the maintenance guy came back and said, they cannot fix it. However, he broke the key ring that is working. Now, both remote key are NOT working. He told us to come back next Friday as the key expert is available that day. We did, came back but the key expert guy cannot fix it also. .We talked to the Service Manager over the phone since he is not there when it happen. He never called back. We follow up and multiple times(phone call, email) and we also go back there and talk to another manager in the sales since the Service Manager is not there. He promise to get back us but nothing happen. By phone, by email, by in person. Nothing works. We keep on following up and its Sept 23 already. NOT a good customer service. They should not bother the key that is working.They should at least fix the key that they broke. This big company are doing these things to a normal people whose just trying to go from point A to point B.

  

  Business Response

  Date: 10/14/2024

  Walser apologizes to the customer for the poor service experience.  Walser had previously offered to reimburse the customer if she had the repair done at a ********** dealer and stands by that pledge.  Unfortunately we have not been able to get in touch with the customer recently.  Please have the customer reach out to ***** ****** or **** ****** at ************.  Thank you.
  

• Initial Complaint

  Date:09/05/2024

  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.

  Walser sold me a used vehicle with a large oil leak. I brought it back to get checked out and the sent me next door to Walser ******. after 4 hours, they identified the issue and said they had spoken with Walser Honda who acknowledged it and said it would be taken care of under warranty.Walser Honda then told me everyone I needed to speak with had gone home for the day but that they would take care of it the following day. The next day they walked everything they had said back and claimed that my issue was no longer covered under warranty. They quoted me at a $1500 fix for the oil leak. I took my car to another mechanic who identified the same issue as a $600 fix.I brought this information back to Walser asking for an explanation. After over a month of fruitless and insulting talks with the sales manager ( I was told "most people who looked at that car did not have the best situations", cryptic and suggestive) I was finally able to talk to a general manager (who only took my call when he mistook my name for another customer. I had been requesting a conversation with him for two weeks at this point). The general manager offered me nothing outside suggesting that I trade the car in for something more expensive and newer, in which I would receive no money back on licencing costs, ******, after not disclosing the issue, referencing an unreliable and deceptive warranty, extreme avoidance (to the point where my 90 day warranty was up for expiration) and exhibiting actions you could justify as entrapment and classism I can't recommend this organization in any way shape or form. Walser's core company value #1 is listed as "do the right thing" and I think it's safe to say they will do anything but that.Walser sold me a vehicle with pre existing issues and wanted me to pay $1500 for them to fix it, when it could be fixed elsewhere for $600. They wouldn't pay to have it fixed even though the warranty states those specific parts (oil pan and gasket seal) are covered.

  

  Business Response

  Date: 10/09/2024

  Walser provided a significant extension of time for this customer to exchange the vehicle for another in our inventory, or alternatively offered to pay $300 towards the repair.  Unfortunately, the customer did not avail himself of either of these offers.  This is a 13 year-old vehicle that was sold as-is.  The oil issue is a seepage, not a leak, which is not uncommon for a vehicle of this age.

  Customer Answer

  Date: 10/10/2024

   I am rejecting this response because:
  
  Walser repeatedly employed predatory business practices. 

  They mislead me into the purchase of a vehicle with $1200 of outstanding repairs by not disclosing existing issues (automatic window switch, brake calipers and an oil leak)

  All parts are listed under warranty which they originally said they would honor but walked it back the following day saying they did not want to preform a 1000+ fix on a $6000 car.

  They then quoted me $1500 for just the oil leak which a third party mechanic verified could be done for $600, and that all three issues could be done for $1200 (still less than Walser's quote for just the oil leak)

  While trying to resolve this issue, Walser repeatedly ignored my phone calls in an effort to run out the warranty. Threatened me over the phone saying "you are going down the wrong path". Insulted me in store saying "most people who looked at this car didn't have the best situations." Exemplifying their classist business practices, where the service you receive is based on how much you are able to spend.

  They offered no reasonable alternative to their insufficient $300 "good will" offer. Which was dependent on me signing a "hold harmless agreement" that uncomfortably cleared Walser of any liability towards the vehicle or vehicle related issues and would not change the language on it when I requested it be amended to reflect the specific issues at hand.

  Both the sales manager and general manger raises their voices and yelled at me over the phone whilst ignoring my concerns.

  They do not in any way abide to their company core value #1 which is listed as "do the right thing"

  I Would still accept the $600 for the oil leak or the full $1200, but would not be comfortable signing the "hold harmless agreement" as it is currently written.

  

  Business Response

  Date: 10/12/2024

  While it's unfortunate that Mr. Engen is still not satisfied, Walser's offer of $300 in goodwill is the best it can do.  Walser would need a hold harmless agreement signed in exchange for this offer, since we remain of the opinion that we are not obligated on these repairs.  Clearly, if a warranty was available to perform the work, Walser has no incentive to avoid doing the job, so we strongly disagree with the idea that Walser intentionally avoided doing work under warranty.

  This 13-year-old vehicle has the kind of minor but numerous mechanical issues that can be expected from a vehicle of that age and mileage.  No issues were hidden from the customer, and the vehicle was sold as-is, which would be the case for any car at this advanced age.

• Initial Complaint

  Date:01/25/2024

  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.

  I canceled my service contract on November 29th 2023. As of today, January 23rd ****, I still have not received the refund nor has it been applied to the loan. I was initially told 2 weeks. Apparently, I was given incorrect information. I would like the service contract to be canceled and either pay me the amount or apply it to the loan. This should be prorated from the date of purchase to 11/29/2023 (date of cancelation). I have contacted the dealership several times with no resolution.

  

  Business Response

  Date: 01/25/2024

  Walser apologizes for the delay.  The vehicle service contract refund check was sent to ************** on 1/19/2024 and should be applied to the loan balance very soon.  

• Initial Complaint

  Date:12/01/2022

  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.

  Purchased a vehicle from this dealership on 6/7/2022. We paid full asking price for vehicle of $13,482.44.We brought it in for regular maintenance visits to ********************************. The car is in the exact same condition as we bought it. However, the engine started making noises so we brought it in to Inver Grove Honda.They inspected it and said there was a crack in the timing case that isn't repairable and the car is now using all the oil that is put in it!! It is basically shot...!!! I called ***** (mgr. at dealership) and told him about the problem and the fact that they just sold us the car and we've only put ***** miles on it!! He said that's too bad but there's nothing he can do about it. I said, "Are you serious..?? You just expect people to throw away $15,000 on a broken car that you just sold us and did not inspect in thoroughly enough?" ***** said they can't possible inspect all the used cars with those kind of miles in detail that come through the dealership. He said if we take it from you on trade we won't give you much for it now. I couldn't believe what I was hearing and told him that this is disgraceful, unethical and immoral and I will fight him on this. He then just hung up the phone.

  

  Business Response

  Date: 12/02/2022

  Unfortunately, we cannot respond to this complaint at this time, as the customer served us with a lawsuit on this matter on 12/2/2022.  Due to the pending litigation, it would be imprudent to respond on this forum.  We hope to find a way to amicably resolve this with the customer.

• Initial Complaint

  Date:09/30/2022

  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 took my vehicle in because it suddenly died and wouldnt start again. When they got back to me they said they removed an aftermarket jumper that I had installed for a screen and that fixed the problem and were charging me 245$. When I asked how it was a problem they said it was in a slot (that I didnt install it in) that was not appropriate. I argued and told them that the tech was lying and it was not in that spot. The manager refused to listen to me. I was transferred to higher manager who ultimately said hes going to believe the tech and didnt care that I had pictures of the markings that the adapter made in the plastic on the fuse box showing the spot I installed in and the spot the tech said to appear to have never been touched. And that the tech stated it was a 20amp fuse and fuse spot, when my fuse is a 10 amp fuse in a 10 amp spot. When I plug my adapter back in to where I had, I dont have the issue and havent had the issue again. When I looked up the problem when it happened I read a lot about my vehicle having an ignition problem that is being called out to have a recall because its super common and my symptoms were usually a result of that.

  

  Business Response

  Date: 10/12/2022

  Vehicle was was towed in, as it failed to start for the customer.  ********************** discovered that an after market DVD was powered into the ignition system which blew the fuse causing it not to start.   The Walser technician moved the power source and replaced the fuse then started the car.   The tech then showed the customer the failure and new power source, which is when the customer disagreed.   It was apparent he wanted Honda warranty to pay but because the vehicle had been modified with after-market parts, the manufacturer would not cover under warranty.  As a gesture of goodwill, and although under no obligation to do so, Walser waived all charges which customer would have been responsible for (nearly $250).

  Customer Answer

  Date: 10/12/2022

   I am rejecting this response because:
  
  I never said anything about the warranty. And the technician lied about the placement. Ask them what place he said the jumper was in. And its not an aftermarket dvd player. Its just a screen. The only thing I needed was a small 12v source so why would I connect it to the ignition system? And if the jumper was the problem, how come I have been driving ever since with the jumper back in the original position i had it in with no problems? Explain me that. And explain to me when I told the manager that I have pictures of the fuse box showing the markings from my jumper; why he said he didnt care and was going to believe the tech. The fuse box is still the same if you would like me to take a picture of the fuse box so you can actually respond about tech with Facts. But I want you to tell me where your records say the jumper was and how that can create the problem and then Ill provide the picture of my fuse box and we will let the BBB decide who is telling the truth

  

  Business Response

  Date: 10/14/2022

  Walser is unclear as to what is being asked of it.  It appears the customer is alleging that ********************** lied in its diagnosis of the problem, which we did not.  Walser stands by the diagnosis of its technician.  We also again note that due to the customer being unhappy with our service, ********************** did not charge the customer whatsoever for this service visit, even though we repaired the problem.