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:07/08/2022

  Type:Order 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 vehicle from Honda of Frontenac on 01/27/2022 (Paid cash for it) in addition I traded in a vehicle 2005 Chrysler Pacifica (Free&Clear) in turn they sold my vehicle to a third party called Tri-County Motors. Honda of Frontenac NEVER registered the vehicle in their name as the new owner as they should have and neither did Tri-County Motors leaving the vehicle as STILL registered to me. I have now received a notice from the University City Police Department that this vehicle was illegally parked and a fine has been issued to me as the registered owner. This is ILLEGAL! I have uploaded a copy of the front and back of the Title showing that I sold it to Honda of Frontenac. I want Honda Frontenac to register the vehicle in their name as they should have right from the start and to provide me with proof this has been done also reimbursement of the citation. I will be working with the Police department to hold Honda of Frontenac liable for this.

  Business Response

  Date: 07/11/2022

  Hi ******,

  Thanks for your message. While you are correct that we did sell your vehicle to another dealer after purchasing it from you, you are incorrect with your assumption that we needed to title or register the vehicle with Honda of Frontenac as the new owner if we sell it to another company.

  Additionally, since you have sold that vehicle, it is not your responsibility (nor ours) to pay the fine for the parking violation. Please contact the City of University City and provide them with proof of the vehicle sale (bill of sale, title application, etc.) and that should absolve you of any obligation of having to pay. 

  Please let us know if there's anything else we can do to assist you.

  Thanks,

  *****

• Initial Complaint

  Date:06/22/2022

  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.

  On June 19, 2022 while driving on the highway, my battery light came on. Within 3 minutes my car began to jerk and service lights on my vehicle began popping up on my dashboard as well as flickering of lights in my car . Shortly after, my vehicle would barely accelerate and I barely made it home. The next day I received a jump and tow of my vehicle from *** who told me that my alternator was the problem. The car was towed to Honda Frontenac. I received a call from a service advisor by the name of Sean who told be he was concerned about my alternator not functioning and draining my battery. Later that evening a service advisor named ******* reached out to me and told me that the battery in my vehicle had a "bad cell", but my alternator checked out fine. ******* told me that my battery would be replaced and covered under my extended warranty. 06/21/2022 I picked up my vehicle from Honda. 1 hour into me having my vehicle back, my battery light came on and again the service lights began coming on and my car was inoperable. After calling Honda, they told me to call for a tow which they claimed they would cover. When the tow truck arrived, the mechanic popped my hood and noticed a screw, screwed into my battery and tape, taped around a hose underneath my hood. On 06/22/2022, **** from Honda Frontenac contacted me saying a Spool Valve was leaking oil and ruined my alternator. **** let me know that the maintenance that needed to be done wouldn't be covered under my extended warranty. My vehicle has 50,663 miles on it. I bought the vehicle with 43,677 miles on it and paid $20,373.99 in cash for this vehicle. There was tape placed on a hose which makes me feel like something was done to cover up what the actual problem is. There is no reason why at 50,000 miles, I should have to replace an alternator. Honda has refused to take any responsibility and won't cover the expense for what has happened. This is ridiculous and I don't feel this dealership is being transparent.

  Business Response

  Date: 06/29/2022

  Hi *****,

  Thanks for taking the time to leave your feedback. I spoke with our service manager, ***** *********, regarding this situation, and it sounds like you've been in touch with him several times to come to a solution, most recently on Friday, 6/24/22. First off, I'm sorry to hear about the issues that you've had with your vehicle. While the mileage is low relative to the age of the car, it is a 2010 model year crosstour. While we'd hope that there's no significant issues that arise with Honda products, they can and do happen on vehicles that are 12 years old, even with low mileage.

  Per *****, we covered the tow bill and fixed the issue with the screw in the battery at no cost to you. He said we also offered you a significant discount on the work to replace the alternator. While we disagree with your assessment that we did something to cover up the issue and the insinuation that we either created the issue or it was somehow our fault, we offered this discount as a gesture of goodwill with the hope that we could show you that we stand by our work and we could fix the issue for you. You declined our offer and opted to take the vehicle to a different repair shop since you no longer wanted to engage with our store for any automotive needs, which we understand and respect.

  If there's anything else that we can do regarding this situation, please let me know.

  Kind Regards,

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

  Customer Answer

  Date: 06/29/2022

  Complaint: ********
  
  I am rejecting this response because: 

  After corresponding with ***** * who claimed there was a leak of the spool valve which needed replacement as well as the alternator, he could not provide me with proof of documentation of this issue with my car. Your service department should have replaced my battery because your mechanic is the one who placed the nail in the battery after supposedly replacing it. So that was YOUR responsibility to do that. Upon having my car checked out at another shop, there was no leak, no evidence of oil on or around the alternator. The alternator was taken apart and still no evidence of oil. Simply an inoperable alternator. I have contacted your finance department for a refund of the maintenance protection plan that I purchased. I have filled out the necessary forms for the refund and would appreciate a response.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/06/2022

  Hi *****,

  We still believe that there is a leak and would recommend that you get this service done otherwise you will continue to have issues down the road. However, as stated in the previous response, we understand you've taken it to another technician and are relying on their diagnosis and we respect your decision.

  I've confirmed with the team here that we've assisted you with cancelling your maintenance plan.

  Please let us know if there's anything else we can help you with.

  Thanks,
  *****

• Initial Complaint

  Date:05/19/2022

  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 car from this dealer in March. They assured me that it was a good car and they had all the inspections done and the car passed. I paid in cash, $15000. I went to check the oil a few weeks ago, and I took it in to an oil change place and he told me that there was NO OIL, not a drop of oil in the car. When I called the dealership about this, they told me to come out there. He said that there was something wrong with the motor and they would send it back to Hyundai in Ellisville where the car originally came from. In the meantime I am supposed to check the oil periodically.

  Business Response

  Date: 05/25/2022

  Hi *******,

  I'm sorry to hear about the trouble you had with your Hyundai. As you mentioned, we have been in touch with a local Hyundai dealer trying to figure out the best way to resolve this issue. Based on what we have heard, it is highly likely that the fix to this problem will be covered as warranty work at no cost to you. However, to be 100% certain of that, they will need to see the vehicle themselves. As our assistant service manager has already recommended, I would encourage you to bring the vehicle to the Hyundai dealer to have them evaluate it. We believe that this is the best path forward.

  However, if you are unhappy with this solution, we are open to discussing a return of the vehicle. Please call me at ************ if you'd like to pursue that idea.

  Kind Regards,

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

  Customer Answer

  Date: 06/16/2022

  Ms ***** says she took her car to the dealership and they didn't even look at it.  They keep giving me the excuse of waiting for a loaner car.  They have been saying it for the last 3 weeks. I'm not sure where this loaner is coming from, but it seems to be taking a long time.

  Business Response

  Date: 07/06/2022

  Shortly after Ms. ***** submitted her additional comment to the original complaint, we had a loaner vehicle returned to our store from another customer and we turned it around to her the next day. Her car has been fixed and she picked it up last Friday, July 1. Our fixed operations directed placed a call with Ms. ***** today (7/6/2022) to ensure that everything was to her satisfaction and that there were no further issues (her voicemail was full so we couldn't leave a message). Please let us know if anything comes up and we will address it.

  Thanks,

  *****

• Initial Complaint

  Date:05/18/2022

  Type:Order 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 wish to register a complaint against Honda of Frontenac, *** * ********* ****** for what I consider to be poor business practice. I'll briefly summarize my case and follow up with more details. Last fall, after receiving a third monthly postcard offering from the dealership to sell them my 2017 Honda CR-V, I visited them. After the usual back and forth negotiations, we settled on the following: my car and nine thousand dollars for a 2022 Honda CR-V. Included with the deal were ******** tires because the tires on my car had not performed well. (I suppose the dealer intended to swap the original new tires on to my trade-in). Delivery was scheduled for Nov. 11. After months of waiting and several telephone calls, my dealer now wants and additional nine hundred dollars because car prices have risen and wants me to pay for the ******** tires. I feel that the car price increase is not my problem because of their late delivery. The ******** tires were in the original deal and Honda of Frontenac is backing out of the deal. DETAILS On Oct. 8, I visited Honda of Frontenac and negotiated the purchase of a 2022 Honda CR-V with an expected delivery of Nov. 11. I told the salesman, ******* ******, that I would be taking a 2000 mile round trip before the trade-in and he assured me that would not affect the trade-in. After returning from the trip and waiting a couple days, I called ******* on his cell phone. He said he had Covid, was at home but would check on delivery. The following week I had a call from ******* **** who said that she was replacing ******* and would be my contact but so far no car had arrived. Later in the month I called again and was told that there was yet no car and I better have my car inspected as the license plates were due to expire. There was no contact in December. In early January I called again and was told that there was still no car but I was offered the return of my deposit. (I thought that was unusual). On Jan. 21, I received a call from ******* that my car had arrived. It was grey(?) with a dark interior. I had ordered a white with ivory interior. (Again, I thought that this was unusual. Perhaps the company was trying to get me to back out). ******* told me that we had to start over and order the car once again. I visited her that day and, if we had to start over, changed colors to a sliver with grey interior. Note, this was three and one half months after the original order. To convince ******* that I had originally ordered a white car with an ivory interior, I insisted that she check the original file. She did so and confirmed it. Unfortunately, she remembered this when she ordered my car again. In April, when I returned from two months in Florida, I called her and she said my white car with ivory interior was being built on April 3. (Are they really trying to get me to cancel?) I reminded her of our Jan. 21 meeting and said though I hoped for a silver car, I would take the white one. On checking later, she said that the car was actually built on April 20 and was white. One more call later by me netted nothing new. Hearing nothing, I visited Honda of Frontenac on May 10 and spoke to sales manager, *** ******* to see what was happening. Then I learned that the car would cost: an added nine hundred dollars because of a Honda price increase somewhere over one thousand dollars for the ******** tires about five hundred dollars for plastic guards on the doors and mud guards administrative sales fee of five hundred dollars He had intended to charge extra for the additional mileage on the car but backed off on that, I belive. (Since Nov. 11, I have put less than 3000 miles on the car). I have thought about the plastic door guards and mud guards and although ******* ****** had told me the new car would be the same as my existing one, he may have overlooked the fact that I had them on my car. I have no way to prove or disprove this and so would drop my request. I recall there was a "surprise" administrative fee on the previous purchase and would have to agree with it on the purchase also. I have no intention of paying nine hundred dollars more because of a Honda price increase that occurred sometime after my scheduled delivery date on Nov. 11. Nor do I intend to pay extra for the ******** tiers. (I understand that ******* ****** no longer works for Honda of Frontenac but I would hope that his advisor does. ******* made several visits to confer with him during our negotiations and tires was the deciding factor. I would have walked away without this concession). The only thing I forgot to mention to *** ******* is that the tires taken off the new car can be put on the trade-in vehicle. In closing, let me say that I bought my present car from Honda of Frontenac with no problems. This experience has been anything but. However, all persons mentioned here have been courteous during the process. *** ******* feels that he is giving me a good deal and is apparently offended that I would even think that they are trying to get out of a bad deal. I feel otherwise. He asked me if I was releasing the new white car that just came in today (exactly six months late) and I replied that I want the deal that was agreed to in October.

  Business Response

  Date: 05/23/2022

  Hi ******,

  Thank you for your detailed message. I have spent some time reviewing your file and speaking with *******, ***, and our other sales managers who might have had any involvement with your interaction with our store. First, let me apologize. I'm sure this has been incredibly frustrating for you to be delayed so long in receiving your vehicle, then on top of that having issues making sure that you receive the color combination that you'd like. After reviewing the information that I have available to me on my end and comparing that with the details of your message, I agree with your request - we should stand by the deal that was discussed in October, including the tires. I will call you shortly to go over the details to make sure that we're both on the same page.

  Kind Regards,

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