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:12/21/2024

  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.

  My name is ******* ******, I purchased a 2025 Honda Civic in October From *** ***** *****. I have been having some issues with their staff, I contacted Honda Corporate but they had suggested I spoke with the General Manager about this issue. 

  Customer Answer

  Date: 03/12/2025

  I have received the check.

• Initial Complaint

  Date:09/10/2024

  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.

  On Friday September 6th, I put down a $500 deposit to hold a car I was going to purchase. I purchased said car the same day, a 2025 Honda Civic si. I was informed the same day of my purchase that the deposited had been voided. Fast forward to today, Tuesday September 10th, the transaction was not voided, the transaction went through, I was told the money would be refunded to me but has not. A once open line of communication between myself and my salesperson has been closed or is being ignored. Attempts to call the dealership were met with promises of returning the money but no transactions, pending or otherwise, have been posted to my account.

  Business Response

  Date: 09/11/2024

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

  The purchase you are talking about is in your grandmothers name and the refund was done on the 9th of September.

   

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

   

   

• Initial Complaint

  Date:07/05/2024

  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.

  My son, 19, with my help, purchases a 2013 Kia ****** from West County Honda with the help of ********************* on June 29, 2024. During the test drive, there were no issues, noises, warning lights or the like. It drove fine and we were confident that there were no problems. After making the purchase, we left the lot at 5:00 pm on June 29,2024 On July 3, 2024, my son took his car on a road trip to ***********. At 12:50 pm, 6-1/2 hours into his trip, all the dash lights began flashing and his car died on the highway. He was able to get off the highway safely. After having it towed to the nearest town, he had a mobile mechanic take a look at it. The motor was a total loss and blown. I have repeatedly called the dealership to request reparations or refund and have only been directed to the voicemail of the sales manager, *************************. The car is currently in another state, needs to be back in ******** and taken care of in whatever fashion it needs. To ship it would be about $400. I feel like this is something they should take responsibility for. Especially since they are blatantly ignoring calls. At the very least, I want a full refund (plus the interest on the loan) for a car that was only usable for 4 days.

  Business Response

  Date: 07/08/2024

  While we hate to here of any issues with the  cars sold at WCH, there is always a risk when buying a used car, we only know the history of the car as told by previous  owners and if any thing is found in the inspection. But all customers are offered a extended warranty at tome of sale and we always suggest it at time of sale. In this case it was not purchased  and it's the owners reasonability for all repairs.

  Again we hate that this happened

  ***********************.

• Initial Complaint

  Date:06/21/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Called to obtain an estimate, only to speak to a service associate who was not knowledgeable of my situation. Tried to call back several times to speak with service manager to no avail Asked for a GM, and to leave a msg and was denied. I was put on excessive hold and disconnected every time I called!

• Initial Complaint

  Date:06/05/2024

  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.

  I bought a used 2016 ****** Murano Platinum on May 10, 2024 and although it was purchased "as is" I bought a service plan for several thousand dollars. On May 13th the check engine light came on. On May 17, 2024 I went to the dealership and was given license plates and paperwork (actually not for my car but for a lease car) and I made an appointment for the service department to have the check engine light diagnosed. On May 20, 2024 I arrived at the service department and was told by the service writer that the service plan did not become effective for 30 days (first time hearing this). As a result it would cost me approximately $200 for the assessment causing the check engine light to come on which I agreed to pay. I stated I would wait for the service plan to become effective so it would be covered. The service writer stated the repair would likely not be covered as it would be considered a pre existing condition. In the next day or so I noticed a piece of the Murano roof the size of a hand had peeled off. On May 20, 2024 I went to a local auto body shop and the roof was looked at. The shop owner said the vehicle had hail damage and the work done on the roof was shoddy. On May 21, 2024 I again returned to West County Honda and spoke to a manager who looked at the vehicle and he proposed taking the vehicle back and exchanging it for another car. On May 23, 2024 I returned to West County Honda and exchanged the ****** Murano for a Honda Accord. After I test drove the Honda I told the salesman I wanted the Honda but he gave the keys to another salesman. I asked to speak to the general manager but he was unavailable. I asked that he contact me. On June 5, 2024 I returned the title for the ****** that was mailed to me to West County Honda. I asked to speak to the general manager but he was unavailable and I was told he was given my contact information after my visit on May 23, 2024 but was never contacted by him.

  Business Response

  Date: 06/18/2024

  IN reference to claim id#********, we appreciate the opportunity to respond to ********************** concerns.   ****************** purchased a 2016 ************* "as-is" on 5-10-24.  My understanding is after he drove the vehicle for a couple of weeks, he had some concerns and discussed it with my Sales Manager.  At that time, on or around 5-23-2024, West County Honda agreed to trade the ****** in on a different purchase.   ****************** selected a 2017  Honda Accord.

  West County Honda fully refunded his extended warranty of $3.465.00 and he chose to put that as down payment on the new purchased Honda.  West County Honda was satisfied that ****************** was happy with this vehicle exchange and the case was resolved.  

   

  Customer Answer

  Date: 06/21/2024

  Complaint: 21808096
  
  I am rejecting this response because:
  I think the general mgr of West County Honda is a reasonable person and helped when I had issues with the *******  I received $1,100 less for the ****** than I paid for it.   I would appreciate a refund of that difference.  Im happy with the Honda and appreciate West County Honda for allowing me to exchange the ****** for it.  A remuneration of the $1,100 would make me a happy and satisfied customer of West  *************************************.  Thanks for your consideration. 
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/02/2023

  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.

  My name is ***** * *****. I am interested in leasing a Honda Accord. I found an internet advertisement for $239 per month and $3999 due at signing. An Ad is attached with this email. I called the dealership and they set up time to meet. When I visited the dealership they told me that they don't have Accord LX but they have Accord EX. I asked them when they will have an Accord LX. They informed me that they don't know when they will have advertised the Accord LX. So I left thinking that they were sold out. Next day the same advertisement came on the internet. I went back to the dealership 5 times in the last 15 days and their answer is the same they don't know. I believe this dealership is intentionally falls advertising cars they don't have.

  Business Response

  Date: 08/03/2023

  The dealership has done nothing wrong, Mr. Patel is more than welcome to come in and leave a deposit on a accord and we'll be glad to mark a incoming accord to him, inventory levels are at a all time low, I have no idea where Mr. Patel has been for the last 3 years.

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

  Owner

   

  Customer Answer

  Date: 08/08/2023

  Complaint: ********
  
  I am rejecting this response because:
  I went to dealership and ask them to honor their deal. Showed them response from BBB. They offered me attached deal which is not what they advertise. They interpreted their own advertisement wrong. So it is still false advertising.
  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 08/13/2023

  I have responded, this is closed as far as West County Honda is concerned, he is welcome to buy a Honda at any other dealerships in the St Louis market.

  *** ********

• Initial Complaint

  Date:04/20/2023

  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.

  Dealer hid many issues with the car and claimed they didn’t know about them however after getting the car looked at my multiple shops i was told that if the dealership did a proper inspection that all issues would of been caught . The sunroof leaks onto the headliner . They said they didn’t know however the car was on their lot for months when precipitation would of shown this issue . The cleaned the headliner which they would of seen the water makes on there but still said they didn’t know . If your tech didn’t know that water marks on headliner is due to a leak then that person is not qualified to inspect cars . The vents in the car looked fine when purchased however after adjusting them one fell out which made me look at the others to see how to put it back in . When I did that I saw that the other vents have also been broken but paper shimmed on the sides to hold them in place . The check engine light has come on now 4 times since I have owned the car for a month . I have been to the dealership to be told it has been fixed yet it hasn’t . The code I am getting is an evap leak which would fail emissions . This is concerning because Everytime a code is cleared it takes time fore it to go away completely on the system and not be rejected . I believe this dealership is commotion g emission fraud so they can sell the car . I have spoke to the sales rep , sales manager , requested for the GM to call me and just completed a call with internet sales manager . Still nothing has been fixed even though there is a contract in place

  Business Response

  Date: 05/01/2023

  The customer purchased the vehicle and was represented as an AS/IS vehicle with no implication of an warranty. Customer did however purchase an extended warranty and has a concern with a check engine light in whish she has an appointment scheduled for May 2nd. the other complaints are of a cosmetic concern and were never addressed at the time of purchase on March 16th 2023.  It is important to remember that this was a preowned vehicle and at all parts of the negotiation was represented as a pre owned vehicle. we absolutely want to address the check engine light and remedy that for our valued customer, as this was discussed prior to delivery

  Sincerely, *** *****

  Customer Answer

  Date: 05/01/2023

  Complaint: ********
  
  I am rejecting this response because: although the car is “as is” ,Honda hid defects that they would of been aware of if they had properly inspected the vehicle prior to putting the car up for sale . Vents held in place by shimming paper in the attachment area ? The sunroof leaking and they stated “they weren’t aware” even after the car has been on their lot during precipitation on many occasions?they sold a car that’s condition was deceptive which is against the FTC rules .

  Not to mention the check engine light has come on 4 times and each time o have been to the dealership they provided me with different reasons on what was causing it and how it was fixed . They would not give me a report on what was wrong with it the first two times i was there for record keeping . The attorney general has an open case with them as well and will be (if not already) be in contact with them . 
  
  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 05/09/2023

  I have attached screenshots of an invoice I received from a certified , reputable trusted mechanic of the issues they found with the evap system and more . My last visit at Honda the tech informed me that they fixed the evap leak by fixing the esim switch however the check engine light still appeared after the fix. The mechanic I took it to found a old hole in the canister that just happens to be near the esim switch and is in plain view of the esim switch was looked at or repaired . While doing an inspection of the vehicle the mechanic found more issues that required a new control arm and joint which is something that would not pass a safety inspection . The evap system would of never passed emissions with the hole in canister which means it did not pass prior to sale . This is illegal to do in the state of Missouri and comes with a major penalty. 

• Initial Complaint

  Date:05/25/2022

  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.

  I purchased a new 2021 Honda Accord Sport from West County Honda on 11/10/2021. I was notified two months later, on 1/10/2022 by **** ******* (Finance Mgr), that the VIN number on my vehicle title was incorrect. Due to that I had to complete multiple forms, which included a notarized affidavit and return the incorrect title to the dealership. The dealership had to send this information to the MO DMV to get the VIN # corrected. I received a letter from the Missouri DOR on 5/17/22, which stated that they never received the notarized affidavit from West County Honda and the dealership needed to send this so they could begin processing the application again. Over the past four months, the only updates I have gotten is by reaching out. I have been told they are working on it, and will provide updates, which never happened. During the last five months I have not received any calls to apologize for the error. The only times they contacted me was for returning call(s) that I initiated. Numerous times I have called and asked for a manager or someone higher up and was told they were in meetings or away, and that they would call me back, which did not happen. A correction on a VIN should only take about 4 weeks. However, due to their errors, not submitting all the info to MO DOR, and not tracking the correction process, it has now taken 7 months. Yesterday, after multiple phone calls and asking to speak to the correct person, I was finally forwarded to the ******* ***** (Sales Manager). He stated he had been unaware and apologized. However, I still do not have a title with a corrected VIN # and was told that it will take 4 more weeks. That remains to be seen. My other concern is that I was charged the Pro-Pack from Honda as part of the sale and now I am not comfortable with ever going back to this dealership, for service/warranty or anything else, and want to know if the dealership will either reimburse that cost or help honor it at a different Honda dealership.

  Business Response

  Date: 06/09/2022

  To Whom It May Concern,

   

  I am writing to respond to claim# ********.

   

  On 11-10-2021, Mr. ******* purchased v#*****************.  The previous week another customer purchased

  V#***************** on 11-5-21.  The 1^st customer called us and informed us his title was one digit off from the vehicle purchased.

  At that time, (January 2022), we realized this issue and got in contact with Mr. *******.  The two customers MSO’s (titles) had been

  accidently switched upon their delivery of vehicle and paperwork.  As soon as we were informed by the other customer and we were able to contact Mr. *******, we started the process to re-order MSO’s and correct the situation, which involves sending all paperwork to the state of Missouri.

  We ordered the corrected MSO’s in January, we received the corrected MSO’s in February and forwarded all paperwork to the state.

  We have been informed, due to the pandemic the state of Missouri has been running 2 months behind on processing and registering.

  In May 2022,  we received a phone call from the 1^st customer he had received a letter from state of Missouri that required additional paperwork affidavit to be mailed in to continue correcting this issue.  At that time, we contacted Mr. ******* and asked him, had he received anything from the state of Missouri to continue processing this correction.  He told us yes.  We asked him to send us a picture of the letter.   Mr. ******* send us his letter from the state on 5-24-2022.   Upon receiving his letter, we immediately completed our general affidavit’s and sent all to the state, dated 5-24-2022.

  We have been in constant contact with our local DMV and the state of Missouri with updates.  As of today, the state of MISSOURI is still running 

  2 months behind on processing.  (see all attached documents).

   

  In regards to Mr. *******’s other concern about the Pro-pack charge.  (see attached).

  West County Honda sells the West County Way package with all cargo tray, all season mats, and $500.00 towards any trade-in (when he trades-in).

  All the other items listed are complimentary included in the package purchased.   We would be happy to have an opportunity to service

  Mr. *******’s vehicle, and show him our outstanding service and service team!    We love to pamper all our service customers, with

  complimentary beverages, ice cream, popcorn, cookies and bountiful snacks!

   

  It is West County Honda’s way to exceed our customers expectations!   We are striving very hard to correct this issue and would like to have another opportunity to prove to Mr. ******* West County Honda appreciates him and all our customers!

   

  Sincerely,

   

  ****** *****

  Controller

  West County Honda

  Customer Answer

  Date: 06/20/2022

  I appreciate the dealership's response detailing the summary of events in reference to this claim. 
  

  
  

  Below are some examples of what I feel is unprofessional customer service, which wasn't addressed in their response.

  - In their response to this claim they stated that the first customer had called them to notify that his title was incorrect. It is surprising to me that they do not have any internal checks for errors such as this. If the first customer had never reached out would they ever have been aware of this, or would this ever been addressed?

  - As I stated in my initial claim I was never contacted by the dealership on updates on the length of the process, or when the situation would be resolved. This lack of communication was not addressed in their response.

  - In reference to the dealership's statement about May 2022, the 1st customer received a letter from the state of Missouri, requesting the paperwork affidavit to correct this issue. I was not contacted by the dealership as stated in their response. I contacted them after reaching out to Missouri DOR on my own and being told that paperwork was missing. The affidavit was signed by myself on 1/13/22 and sent back to the dealership. As you can see in the attached document it was not notarized until 5/24 which is when they were made aware that it was missing by the state of Missouri. The company failed to send the affidavit in January. It was eventually sent in May 2022 when they became aware the title was refused. Again another important detail overlooked, which has prevented this from getting resolved.

  - The response did not address my statement that ******* ***** (Sales Manager) had been unaware of this situation until I spoke with him in May, which is another example of the management not being aware of customer problems.

  
  

  - In reference to the last paragraph of their response, actions speak louder than words. And as shown above West County Honda does not "exceed their customer's expectations", in this situation they have failed to meet them. 

  - Due to this I do not feel comfortable having them service my car, and will look for another Honda dealership for any future work or purchases. I would like to be refunded a portion of the pro-pack charge as I will not be returning to their dealership and to reimburse me for the time and effort I had to spend. At this point I would accept $200 and the corrected title to satisfy the personal aggravation of having to deal with this for 6 months.

  
  

  Thanks,

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

  Business Response

  Date: 06/20/2022

  West County has no other response, This matter is closed, We apologize for the issue.

  *** ********

  Owner

  Customer Answer

  Date: 06/20/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  The company refuses to do anything, direct from the owner. I am not surprised due to everything I have had to go through thus far. I will just make sure to not return to this dealership and direct others the same. If the title does not get resolved in the next two months, then I will get others involved. Thank you BBB for trying to assist.
  
  Sincerely,
  
  ***** *******