ComplaintsforFrank Leta Honda

• Initial Complaint

  08/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I need copies of my purchase documents along with a copy of a maintenance contract for key fob replacements and oil changes. Have contacted the dealership, my sales person *****, finance manager *****, for assistance including other personell with no response. Since response is so poor I cannot trust my maintenance contract will be handled in a timely way. I am requesting reimbursement of that contract also. The exact amount is unknown as those documents have been lost by accident. I am in need of the BBB assistance. Thank you

  

  Business response

  09/17/2024

  Copies of the requested documents were sent by ***** ************ to the customer on 8/21.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was charge nine hundred dollars for a problem that the dealership knew about. Which is the catalytic converter and failed to to keep their 3 months or ***** mile warranty. And the second one went out and fix free. Showing the lemon law .

  

  Business response

  07/01/2024

  Customer purchased a used truck with ****** miles on it.  About five weeks after purchase, the check engine light came on and the customer brought it to the dealership for diagnosis. The cause was found to be one of the catalytic converters. Though this was not covered under warranty, the dealership covered half of the cost of the repair in the interest of providing excellent customer service.  A week later, the check engine light came on again and the customer brought the truck to the dealership for diagnosis. The cause was found to be the other catalytic converter. In the interest of providing excellent customer service, the dealership covered the entire cost of the second catalytic converter. At this point the dealership has paid for 75% of the repairs to the truck when it was not covered under any sort of warranty. We are sorry that the customer does not find this acceptable, but we feel we have been more than accommodating in this unfortunate situation.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sold my car in December 2023 and tried for two months to get a hold of Franklin to Honda to arrange for my extended warranties to be canceled and refunded back to me. I finally was able to reach somebody in February and sent in all the necessary documentation to have my money refunded. I have called numerous times and still have not received my refund. Every time I call it goes to voicemail and no one ever returns. The phone calls today is May 16, 2024 and I still have yet to receive my refund, that was supposed to take more than four weeks to get

  

  Business response

  05/28/2024

  Customer spoke with *********************, General Sales Manager.  **** has since processed the customer's refund.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 **** Escape on September 14th 2023. The salesman told me that I was required to include the purchase of Gap ************************* plan and Maintenance Plan which I was told I could cancel within days for full credit back. I contacted the provider of the plans and was told that they sent the cancellation notice back to Frank Leta Honda on October 5th. As of today the finance company or myself have not received a credit for the cost of the plans. I have left a number of messages to the dealership and have not gotten back any answers to this. I would like to know when this will be resolved?

  

  Business response

  11/14/2023

  The customer cancelled the contract directly with the provider instead of through the dealership, however the dealership has no record of any notice from the contract provider regarding the contract's cancellation.  As the contract was cancelled so soon after activation, there was no refund sent by the provider to the the customer's lender.  Rather, they simply did not bill the dealership for the contract.  As such, the dealership will send the cancellation payment to the customer's lender.  We apologize for the inconvenience.  

• Initial Complaint

  11/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I bought a vehicle from Frank Leta Honda on September 6th, 2023. During paperwork, I signed a paper saying I am buying a car without a title but I was assured I would receive the title within 30 days. 30 days go by, I have not received the title to the car. I contact the dealership, I left a voicemail, and I also sent a text to the number they provided on the recording. No response. I was able to get a hold of someone in HR, they gave me the direct number to their general sales manager at Frank Leta Honda. Called multiple times, no answer, also the voicemail is full so you cannot leave a voicemail. Finally was able to get a hold of the guy that sold me the car on October 27th by email. He said they ordered a duplicate title. Sounds great. I emailed him today, November 11th just wanting a follow up making sure all paperwork has been sent to the state to get the title. Hoping to hear from him soon. Im filing this complaint because its been like pulling teeth trying to contact anyone at this dealership. Its been 60+ days since the sale of the vehicle and no title. I just want more communication from them so I know exactly whats going on.

  

  Business response

  12/07/2023

  Vehicle title and paperwork have been delivered to the customer.  There should be no further items required to proceed with vehicle registration.  Please let us know if that is not the case.

  Customer response

  12/07/2023

  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

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2023 Honda Accord from Frank Leta Honda and took delivery on 6/30.2023.I have two is***s with this transaction. First I was told the Title to vehicle would be sent when my check cleared and they would send me a text to let me know it was sent. They indicated I could expect title within ten days. By 8/10/23 I had not received the title, Frank **** said it was sent and delivered to my address, however I never received title. Went to dealership on 8/17/23 and signed a Form 768 for lost title. As of today I still have not received title. Talked with ******************* via text he informed me "****** is reaching out to see if we can get a new status update.*** further said "I'll make *** to reach out as soon as we figure out the status." Second Is***, I was talked into signing an extended warranty contract. After the high of getting a new car I looked at the total cost of the extended warranty and it was $5,777.00. This was way more then I wanted to pay so contacted dealer and ask for a refund. Went to dealer on 7/13/23 and signed cancellation documents. Checked my statements on 8/24/23 and informed ***************************** at dealer that I had not received credits. Contacted **** again on 9/23/23 after my September statement did not show a refund.On 9/25/23 I was contacted by ******************* from the dealer. I signed the cancellation documents in the presence of ***************************** and a representative of the finance department and was given unsigned copies of the documents. Then I contacted ******************* he could not find the signed copies so I had to resign and send back to *** on 9/29/23 *** informed me that the credits were processed and would show on my account in the next couple of days. As of 10/9/2023 and I still do not have the credits. Looking for a full refund of the extended warranty plus interest I have paid.I have had the vehicle for three months and still do not have a title. I need to get the Title and expect to pay all state penalties for not registering vehicle.

  

  Business response

  10/16/2023

  According to ****** the customer's paperwork was delivered on July 10th (proof of delivery is attached).  Since the customer did not receive the package, we have applied for a duplicate title.  This process typically takes 2-4 weeks.  As for the product cancellations, payments were sent to the customer's lender on 9/29 and cashed by the lender on 10/10 (copies of checks are attached).  The lender should have the loan credited to reflect this, however this is not something Frank Leta Honda has any control over.  We will advise the customer as soon as new paperwork is ready.

  Customer response

  10/17/2023

  Complaint: 20713749
  
  I am rejecting this response because: First there were no documents attached to dealer response. Second on the extended warranty it is obvious that the original documents I signed were never sent to the insurance company. It has been more than three months  and I have been paying interest on this money for that time. I feel the dealer owes me interest in the amount of $50.00. Third on the title, I did not receive a text message when title was sent so did not know title was lost. I need proof of the date the title replacement was sent to the state as well as proof the title was sent to me. I expect the dealership to pay all interest and fees required by the state when I finally get the title .
  
  
  
  Sincerely,
  
  *****************************

  Customer response

  10/17/2023

  Checked my AHF account today and found I now have credits for $3799.00 and $1361.00 but am still missing the credit for $617.00 per the attached refund document.

   

   

  

  Business response

  10/20/2023

  The refund check for the maintenance contract was sent to ******** Honda ******************* on October 13th.  We do not show that they have cashed the check yet so there is no cancelled check image to provide.  The duplicate title has arrived and ******************* has attempted to contact the customer to arrange for pickup or delivery of the paperwork necessary to register the vehicle.  Late fees assessed by the ******** ********** of ******* will be paid for by Frank Leta Honda.

  Customer response

  10/23/2023

  Complaint: 20713749
  
  I am rejecting this response because:

  I am still waiting on a $617.00 refund for service contact. 
  I have ask for a $50.00 payment for the additional interest I had to pay. The business has not responded to this request. 
  looking for documentation that was supposed to be attached to their original response. 
  Also asked for proof of when title replacement request was sent to state. Business has not responded to this request. 
  

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

  Customer response

  10/29/2023

  Update: I have received the credit to my account for the $617.00, also I found the attachments in the initial response from the Dealership. Therefore, the only open item is the $50.00 I feel I am owed for interest. 

  

  Business response

  11/01/2023

  $50 in Amazon gift cards are being sent by **** today per the discussion between ******************** and *******************.

  Customer response

  11/06/2023

  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

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Frank Leta Honda sold us a pre-owned Honda Pilot. When we received the title in the mail, it has a lien on it, and I am not able to take care of the documentation that I need to do at the license bureau. I have contacted Frank Leta Honda seven times in the past few weeks, and have not gotten any resolution, nor any response.

  

  Business response

  09/08/2023

  ***** ****** spoke with the customer on 9/8 and advised that we are waiting on the lien release from Bank of America.  Once we have it, we will forward it to the customer.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue with this car is that Leta has never been able to diagnose the problems with the vehicle. That's the reason it has continued to this day. On 4-12-21 I was at their dealership.. All they had to do was pull the lower hose off the intake tube going up to the throttle body and intake manifold and they have an answer. Oil pours out of that tube and sprays to the back of the car covering the underside. A trained mechanic should have been able to diagnose this. Instead they said it was leaking oil from other places which it was not. The car has gone into a limp mode from day I bought it , in which it will only go about 15 miles an hour. See attached emails to **** *********. I drove the car at that speed because I had to use it. In July of 2022 the warranty company towed it over to a Leta dealer at which time they replaced the PCV. A PCV may work well on an engine in good condition but it has not worked because of excessive blow by on the pistons and rings. It is the engine itself. The car has not had plates on it in over a year. When oil is going into the throttle body it is shutting the engine down. The car has not been usable from day one and that is the reason.

  

  Business response

  09/13/2023

  Our records indicate that the customer requested an oil consumption test for the vehicle on 4/12/21.  Upon inspection of the vehicle, we found that there were leaks at the timing cover, oil pan, and crankshaft seals.  We informed the customer that an oil consumption test could not be performed until these leaks had been repaired.  Despite our recommendations, the customer declined the necessary repairs.  We have not received any communication from the customer since this visit.  The PCV was replaced at another dealership as a result of a check engine light diagnosis.  Repairs such as these are not uncommon for a vehicle of this age and mileage.  We are sorry to hear that the customer is dissatisfied with the vehicle, however given that the vehicle was purchased 33 months ago, any repairs needed are the responsibility of the vehicle owner and not the dealership.

  Customer response

  09/18/2023

  Complaint: ********
  
  I am rejecting this response because: I have attached a receipt from ******* Auto Repair which indicates a repair was completed and one of the repairs they suggested. Even after the repair the condition of oil loss continued . As I indicated oil comes up through the valve ports and pcv into the intake manifold flowing down through the throttle body and down the intake tube to the bottom of the vehicle and out. It never leaked oil where they said it did. The dealer is unwilling to admit this was a salvage  vehicle when they sold it. I contacted ***** ********, sales manager at Leta Accura and asked him to buy the car in March of 2022.In June of 2022 **** ******* of ***** ***** contacted *** ***** of Leta in regards to this car. In June of 2023 I asked **** ******* to purchase this car., which he refused to do. I would like this complaint forwarded to **** ********* , the finance manger at Leta Accura, he has more knowledge about this sale than anyone there. He knew the salesperson and the condition of this car at the time of the sale.   This car was not on the sales lot when I got there that morning. I Believe it was in the shop and they took it out of the shop and sold it. I was given misinformation on this car the day before the sale in a phone call. As well , was this car traded in at Cape Girardeau and hauled to St. Louis. Once again I would like them to purchase the vehicle or provide a replacement at no cost. Mr.*********  is the person to contact in regards to this sale. Thank you

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

  

  Business response

  09/22/2023

  We are unable to make any assessments on the vehicle's condition based solely on work performed by or diagnosis made by an outside shop.  Our records show that the vehicle was last serviced at our dealership on 4/21/2021, over two years ago.  At that time, we provided our recommendations which Mr. ******* declined.  The vehicle was last at our Mitsubishi location over a year ago, 9,788 miles after purchase. Unfortunately, we do not have any information on how the vehicle has been maintained and driven since then.
  
  When Mr. ******* purchased the vehicle, he was informed and acknowledged that it had an oil leak. The car had over 100k miles at the time of sale, and we repaired all items that had failed during the Missouri Safety Inspection. We also provided Mr. ******* with a CARFAX vehicle history report, which indicated that the vehicle did not have a Salvage Vehicle. We have attached these signed documents for your reference and an updated CARFAX report that reflects the same information.
  
  Considering the time and miles since its purchase, we regret to inform you that we cannot purchase the customer's vehicle at the original sales price. If the customer would like to sell us the vehicle, we would be happy to appraise it and make an offer based on its current mileage and condition.
  
  Thank you for reaching out and allowing us to assist you. We truly appreciate your business and hope our solution meets your needs. If there is anything else we can do for you, please let us know.

  Customer response

  09/26/2023

  Complaint: ********
  
  I am rejecting this response because: There is not an easy fix for this car. The issues with this car would not be detected in a safety check. When this car was at the Leta Outlet in July of 2022 the spark plugs should have ben pulled as well  as the lower hose going up to the throttle body and intake manifold. That would have provided information.. When the car was towed back here that day , the check engine light was flashing as well as the red EPC light and the car was only driven 50 feet from the tow truck to the driveway. That information had to be provided to ***** *****, the warranty provider. then maybe the car stays there and there is a resolution at that time.  It was important to me to get this situation resolved. It did not have to continue to this point in time. Once again there is not an easy fix, putting one part on the car won't resolve it. I would take $3000. for the car ,it has never provide transportation was never driven more than 10 miles to any destination..   
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2014 Chevy equinox on 4.21.23. At FrankLeta on tesson Ferry. St. Louis. ******, the finance manager pressured me into buying a windshield warranty for 1,000. I changed my mind and went to the dealership and I have a signed copy of the cancelation on July 15. He said I should get a refund check in 2 days. Its been over 5 weeks now. This has been the most upsetting time for me. I have called them numerous times, even the finance director, ****** *****, I have left messages, e-mailed, and voice messages. NO ONE HAS responded to me ever. This is no way to take care of their customers. Please help me to resolve this.

  

  Business response

  08/29/2023

  ****** spoke with the client regarding the complaint.  The product she wanted to cancel is not something that can be cancelled as it is applied to the windshield and cannot be removed.  In the interest of customer satisfaction, ****** agreed to issue a refund however and the check will go out this week.

  Customer response

  09/06/2023

  This problem that I filed with you. #******** has been resolved.  Thank you very much. 

  Customer response

  09/06/2023

  This issue with my complaint has been resolved.  Thank you. 

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car from Frank Leta Acura In December 2021.With that purchase I also purchased a warranty.The warranty was managed by ******************************* I decided a year after purchasing that I no longer wanted the warranty.I filled out a cancellation form at the Frank Leta Acura location, that paperwork was submitted to *******************************Since I cancelled early, I received a refund of $2191.76. The refund was sent to the Frank Leta dealership January 9 2023. That refund was then supposed to sent to the company financing my vehicle, ***** Fargo, so it could be applied to my loan.****************** Systems confirmed that the refund was sent, and cashed, but it has not been applied to my loan with ***** Fargo.Although Ive attempted to talk with several people at Frank **** since March 2023, via calls, email and ****************** Systems has also reached out to the dealership at Frank Leta several times. I have not received a call back or any communication on the status of the refund.***** Fargo confirmed they have not received the refund.

  

  Business response

  08/24/2023

  We apologize that the cancellation refund was not applied to the customer's loan at ***** Fargo.  We have generated a new check and will send overnight to ***** Fargo today to correct this.

  Customer response

  08/24/2023

  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 as long actually do it.

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

*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. ↩