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:11/22/2024

  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.

  My wife and I were looking for the new Honda Civic Hybrid. It was not generally available in showrooms. We worked with salesman **** ******. The vehicles were on order and in delivery. To hold a place in line the dealership required a $500 deposit. My spouse is a short driver who has acute sightline problems with most new vehicles currently. Because there was nothing to show, we received ******** assurance that the deposit was refundable if she was uncomfortable with the field of view. When a vehicle came in my wife refused even to test drive it for reasons of obstructed view. The salesperson promised a mailed refund. Two text messages concerning that refund were promptly returned reassuring that it was in process. A third has received no reponse. We are out over a month now.

  

  Business Response

  Date: 11/22/2024

  This complaint has been resolved. Our check dated 11/8/24 had the wrong street name and was not received. We stopped payment and re-issued a new check today. Mr. ******* has picked up this check.

• Initial Complaint

  Date:08/19/2024

  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 am writing to formally address a concerning issue with the services provided by Richfield Bloomington Honda. On December 11, 2020, I had my vehicle serviced at your dealership to replace the compliance bushings on the front left side. During that service, I was informed that the left axle was broken and subsequently charged $400 for its replacement, in addition to the cost for the compliance bushings, bringing the total to $633.35. At the time, I was not given an option regarding the type of axle installed, and I was led to believe that the replacement was appropriate for my vehicle.However, on August 16, 2024, during a routine oil change, your service team discovered that the aftermarket left axle installed previously was not sealing properly. I was informed that it needed to be replaced with an OEM part and that the left axle seal also required replacement. When I questioned why the axle failed so quickly, I was told it was due to the use of a non-OEM part.Given that the axle was replaced less than four years ago with an aftermarket part, and considering that your dealership was responsible for this installation, I believe it is reasonable to expect that an error on your part should not incur additional costs to me. The situation reflects negligence in not installing the correct OEM part originally, which has led to further issues and inconvenience.I am requesting that Richfield Bloomington Honda take responsibility for this oversight by replacing the axle with the correct OEM part at no additional charge. I expect a prompt resolution to this matter and would appreciate a written confirmation of how this issue will be addressed.Thank you for your attention to this matter. I look forward to your response and resolution.Sincerely,***** *****

  

  Business Response

  Date: 08/23/2024

  When Mr. ***** had the work done four years ago he paid $273.10 for axle replacement during bushing repair.If he wanted a Honda axle the price would have been $1,495.55 parts and labor.
  He has driven his vehicle for three years and eight months and ****** miles with no problems.
  
  For resolution we would agree to install a Honda axle for one time with no labor charge and customer would agree to pay the difference between the part of an OEM Honda axle which is $732.45 plus tax. Another option would be to use ****. They have a lifetime warranty on the part but do not cover the labor which would be $653.10. We would agree to cover the labor as a one-time goodwill for Mr. *************** have left Mr. ***** a voice mail to discuss these proposed options.
  
  Sincerely,
  
  ***** *******
  Service Director
  Richfield Bloomington Honda

  Customer Answer

  Date: 08/27/2024

   I am rejecting this response because:
  
  I have called and left ***** a voicemail 3 days in a row now on trying to connect with him to understand the options and move forward with next steps. No one is responding.

  

  Business Response

  Date: 08/30/2024

  Our Service Director, ***** ******* and Mr. ***** spoke on the phone today. Mr. ***** stated he is was not satisfied with our offer. We feel this is a more then fair goodwill offer for resolution. Our offer is open if Mr. ***** changes his mind.

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because:
  
  

  I am writing to you regarding complaint #********. After calling ***** and Richfield Bloomington Honda for a week, he finally responded by calling me back today (8/30). After discussing the options he laid out, I said I would like to do this option (included in his original response) Another option would be to use Napa. They have a lifetime warranty on the part but do not cover the labor which would be $653.10. We would agree to cover the labor as a one-time goodwill for Mr. **********

   

  On the phone however he stated he would not cover the labor and I would need to pay it. This is not at all aligned to what he wrote in his original response to BBB and myself, where ***** clearly stated We would agree to cover the labor as a one-time goodwill for Mr. **********

   

  He is conducting in bad faith.

   

  Thank you for your attention and response to this matter.

   

  ***** *****

  
  

  Customer Answer

  Date: 09/03/2024

  Date Sent: 9/3/2024 8:40:50 AM
   I am rejecting this response because:
  
  

  I am writing to you regarding complaint #********. After calling ***** and Richfield Bloomington Honda for a week, he finally responded by calling me back today (8/30). After discussing the options he laid out, I said I would like to do this option (included in his original response) Another option would be to use Napa. They have a lifetime warranty on the part but do not cover the labor which would be $653.10. We would agree to cover the labor as a one-time goodwill for *** *****.

   

  On the phone however he stated he would not cover the labor and I would need to pay it. This is not at all aligned to what he wrote in his original response to BBB and myself, where ***** clearly stated We would agree to cover the labor as a one-time goodwill for *** *****.

   

  He is conducting in bad faith.

   

  Thank you for your attention and response to this matter.

   

  ***** *****

  

  Business Response

  Date: 09/11/2024

  Mr. ***** was not satisfied of either resolutions provided to him which were listed in our response to BBB on August 23, 2024.
  
  I reviewed with Mr. ***** that even a brand new vehicle only covers their parts for 3 years and ****** miles and that this offer was more than fair.
  
  Sincerely,

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

  Customer Answer

  Date: 09/13/2024

   I am rejecting this response because:
  
  ***** is being dishonest and lying in his response. When I told ***** I would like to go with this option that he stated in his original response Another option would be to use Napa. They have a lifetime warranty on the part but do not cover the labor which would be $653.10. We would agree to cover the labor as a one-time goodwill for Mr. ****** he told me on the phone, no we would not cover the labor, you would need to pay for that. He is saying one thing in his response to BBB, but then when I actually talk to him he is not honoring what he said. I have tried to reach out to RB Honda several times to discuss why they wont honor what ***** wrote in his response and even texted ***** asking with no response. They are conducting in bad faith. 

  

  Business Response

  Date: 09/16/2024

  Service Director, ***** ******* left Mr. ***** a voice message on September 16, 2024 to review the confusion concerning our offer. ***** left his direct dealership phone number which rings directly to his cell phone *************.)
  To summarize our offer the original repair with the Napa axel lasted 3 years and 8 months and approximately ****** miles. We have offered Mr. ****** two options.

  
  Option 1 - to install a Honda axle for one time with no labor charge and customer would agree to pay the difference between the part of an OEM Honda axle which is $732.45 plus tax.
  Option 2 - to use Napa. They have a lifetime warranty on the part but do not cover the labor which would be $653.10. We would agree to cover the labor as a one-time goodwill.
  
  To recap, if Mr. ***** had chosen the Honda replacement part in 2020 the cost would have netted $490.00 more than we are offering him now.
  2020 Aftermarket Part = $273.10
  Our 2024 Honda Part offer = $732.45
  Equals = $1005.55
  2020 Honda Part quoted was $1495.55

  
  I hope the above clears up any confusion and leads to a resolution. This is our final and best offer.
  
  Sincerely,
  *** ******
  General Manager
  Richfield Bloomington Honda

• Initial Complaint

  Date:08/13/2024

  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 went to file a claim on my car covered under 2 warentees from this dealership who is refusing to pay due to changing my cabin air filters myself not paying a mechanic to do so while I was told no records would be needed for my paid warentee I did provide full oil changes which I was told fit the needed requirements but refuse to pay the coverage

• Initial Complaint

  Date:03/08/2024

  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 bought a 2015 **** Fiesta from Richfield Bloomington Honda in January 2023. I received a lifetime powertrain warranty from ********************** as part of the purchase. The first item listed in the "What this contract covers" section is "All internal lubricated parts". In February 2024 our regular garage noticed that the crankshaft pulley was wobbling. I brought the car to the dealership for diagnosis and they said that the crankshaft pulley bearing was going bad, causing the wobbling. On 2/26/2024, I was told by both Premier Warranty and RB Honda that the crankshaft pulley bearing is not covered by the warranty because it is an "external" part, not an internal part. Part of the bearing may be visible from outside the engine, but replacing it requires a lot to be taken apart, including the timing cover. To the best of my knowledge, it is an internally lubricated part, being lubricated by the engine oil, just like the crankshaft. The resolution I am seeking is that the bearing be fixed at no expense to me. I would probably be satisfied if the dealership were to buy the car back from me for a reasonable price. It has actually been a pretty good car, aside from having one thing after another go wrong with it. This is the third or fourth thing in just over a year, depending on how one is counting.

  

  Business Response

  Date: 03/12/2024

  Unfortunately, the crankshaft pulley is an external part bolted on the outside of the engine and is not a covered component by the powertrain warranty. A video was sent to ***************** showing the external part and the failure. 

  If ****************** wishes we could get him an appraisal of his vehicle at the current value. He can contact Service Director, ************************* at ************ if he would like to proceed with an appraisal.
  

  
  

  Customer Answer

  Date: 03/15/2024

   I am rejecting this response because:
      I agree that the crankshaft pulley is an external part and is not covered by the warranty.  As the dealership said, the pulley is bolted to the crankshaft.  The crankshaft pulley itself is in great shape, as far as I know.  

       The dealership's diagnosis is that the crankshaft pulley BEARING is going bad, causing the crankshaft pulley to wobble.  This bearing, to the best of my knowlege,  is on the crankshaft where it goes into the crankcase, and cannot be replaced without taking the engine apart.  It is also internally lubricated.

      It is possible we have a misunderstanding about where exactly this bearing is.  I did not receive a video of the wobbling crankshaft pulley and the bearing that's causing the wobble.  If it was sent to my email it might have gotten lost.  

  
  

• Initial Complaint

  Date:12/06/2023

  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.

  Subject: Complaint Regarding Lack of Communication and Failure to Cancel Warranty I recently purchased 23 Honda Pilot Elite from Bloomington Honda. Within 2 months of the purchase , my car was involved in an accident and was considered a total lost. I've been trying to reach the dealership since 10/26/23 after my incident to cancel to policy and it's now 12/5/23, the dealership has made zero attempts to resolve the matter. I have been trying to cancel an in-house extended warranty for my tires/rims and keys through email and phone calls, but the dealership has not responded to any of my attempts to reach out. This lack of communication is highly disappointing and unacceptable. I urgently request the cancellation of my warranty and a prompt response to address this issue.

  

  Business Response

  Date: 12/08/2023

  We apologize if this request was not handled in a timely manner. We have processed a refund check to ********** in the amount of $305.86  for the remaining key replacement policy. We have no record of ********** purchasing a tire and wheel warranty.
  
  Sincerely,
  
  *********************
  General Sales Manager
  Richfield Bloomington Honda

• Initial Complaint

  Date:11/02/2022

  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.

  Impossible to get through someone through finance to cancel my extended warranty and GAP coverage. Through countless emails, and voices mails to finance department in over a week I finally decided to go in person. They gave me a form to fill out and gave me a copy. No dealer signature or proof that the warranty was canceled on my copy. The sales guy just stated I turned it into the finance department to be processed Been calling last two days to follow up and receive proof of cancellation as simple as being sent to my email and nobody bothers to answer. I also had my credit ran 5-6 different times hard inquirys without my permission. I only asked for *********** and then suggested spire which is the loan I went through. The contract suggests 60 days full refund cancellation of my warranty and GAP insurances

  

  Business Response

  Date: 11/07/2022

  We have contacted ****************** and have sent him copies of the cancelation paperwork. We apologized for the lack of communication.  We will follow up with him when the cancelation has been processed.
  
  Mr. ******** credit was only pulled one time by Richfield Bloomington Honda through Equifax. Any financial institutions it was sent to that are listed on his credit report would only be institutions that looked at that report and are not additional hard inquiries.We did inform ****************** that we use Dealer Safeguard Solutions that maintains the privacy agreement and that his acknowledgement and permission to pull the inquiry is on file if needed.us why here...

   

  *********************
  General Sales Manager
  Richfield Bloomington Honda

  Customer Answer

  Date: 11/14/2022

   I am rejecting this response because:
  
  Its been a week and still havent received any refund.  

  

  Business Response

  Date: 11/17/2022

  Contact was made with ****************** on November 14th and he was sent the refund information and copies of  the check receipts that were sent to ******************.
  How long it takes for ****************** to post it to his account unfortunately is out of our control however, everything that Richfield Bloomington Honda had to do to facilitate the refund has been completed.

   

  Sincerely,

   

  *********************
  General Sales Manager
  Richfield Bloomington Honda