ComplaintsforAutopark Honda

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leased 2023 Honda Ridgeline on 11/4/23 from AutoPark Honda in ****. Three weeks later there is heat damage to the passenger side window trim. Took the car in for repair and was told that it was not covered under warranty because the damage resulted from the sun reflecting off my home windows and melting the trim. Honda agreed to fix it for free anyway. Three days later, the trim melted again. I brought the truck back to Honda on December 5th and was told that it could not be repaired for free this time and to watch where I park my truck. ******* acknowledged that Honda was using inferior products. Had I known about this issue I would have never leased the vehicle.

  

  Business response

  01/05/2024

  Autopark Honda has spoken with customer and offered  to replace the item and the customer declined. We consider this matter resolved since the customer declined his 

  his requested resolution.

  Customer response

  01/08/2024

   
  Complaint: 21102414
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business response

  01/08/2024

  We will replace the part with a new one if this is what the customer desires.

  As of 1/5/24 he has declined the repair which was his request.

   

  Customer response

  01/09/2024

   
  Complaint: 21102414
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  The material used for defective part will simply get damaged by the suns reflection off my home windows.

  I cannot park the truck in any other spot as the Honda service rep ****************************** part needs to be replaced with better quality material.

  Replacing the part with the old material will not work 

   

  I tried explaining this to Autopark Honda but they dont seem interested in understanding the root of the problem.

  Customer response

  01/12/2024

   
  Complaint: 21102414
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business response

  01/12/2024

  We offered to replace the part out of Goodwill. We cannot control where he parks his car at nor did we make the part however, were not having this problem with other vehicles. There is nothing else we can do then replace the part if he has a problem with the manufactured part he needs to reach out and complain to Honda, who built the car. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are not really sure who we are supposed to go through but have been instructed to file a complaint through all three companies. One is a completely different situation as opposed to the others. We had to get some work done on our car (that needless to say should not have been required) and we were under warranty. The car place did not have a rental program or anything and our car was sitting on their lot for a 3 month period. All the while my family was required to not only be without our vehicle, but were required to actually pay for our own rental car. And given that should not have been the case a week or two would had been too much, but the time frame was 3 months. We ended up having to spend **** dollars for a car rental as a result of the ******** Honda not allocating the part to the dealership. So we are out **** even though we were unable to use the car for that duration. It was unable to be used and we did not have another car. I vocalized this to the ******** Honda as well as the dealership multiple times with no response. They truly did not seem to really care so much that we were spending all this money on a rental due to them having no rental agreement (the dealership) and the ******** Honda currently having no part. I file some stuff with ******** Honda asking for reimbursement as there was a valid reason why we were wanting that money back. We purchased a vehicle and now we were getting a significant part fixed with no rental and no car. This made us get behind on other payments of ours considering we had to spend the amount in rental car fees while our car sat waiting for a part. If any documents are needed or better ones please let me know and I will see if I can obtain those. I have texts as well as email letting them know I was unable to really afford to keep paying this and asked what the hold up was. It seemed that as long as I did not question things they were completely fine with me and what was going on.

  

  Business response

  11/22/2023

  *********************** brought her 2020 Honda Pilot to AutoPark Honda for an A/C issue on July 1, 2023. The A/C system was not cooling properly and ************** verified the concern. The A/C compressor failed and a new replacement part was ordered. The part was on national backorder with no availability due to vendor supply issues. ********** was outside of the manufacturers warranty and she had purchased a third party aftermarket warranty. We contacted her warranty company and they covered one week of rental. We advised ********** that Honda had denied any rental assistance due to her manufacturer warranty had lapsed and the vehicle was still drivable. At that point, ********** contacted American Honda's ************************* requesting goodwill assistance with the rental issue. ********** was denied rental assistance by American Honda due to the vehicle being out of warranty and the vehicle was still drivable. We contacted American Honda on ************** behalf to appeal their decision concerning the rental reimbursement. They once again denied our request due to the reasons stated above. At this point, we fill we have assisted ********** as best we can with this rental issue and have exhausted all avenues to assist her in making a goodwill claim for rental reimbursement. The vehicle was repaired and picked up by ********** on September 15, 2023 and to our knowledge, the repair work we completed has been satisfactory and complete. We considered this issue resolved. Thanks

  Customer response

  11/30/2023

   
  Complaint: 20864210
  
  I am rejecting this response because:

  I do not agree with what they said due to the lack of information they provided to the BBB. They never told me that the vehicle was drivable, and I would love to know if they would have liked to have taken responsibility if I had gotten into a car accident.  When they received the car for the repair they contacted me on Saturday July 1st, 2023, and informed me that the compressor within my ** system had broken and that in doing so it had contaminated my entire system.  They were going to have to replace the entire system as a result.  At no time did they say that it was good to drive and in fact I asked if it was. They said that due to the ** being completely contaminated they completely took the system out and the only thing that worked was the fan.  I asked specifically if this meant that the defrosters would not work, and they told me "NO" the fan was all that worked. This would mean that the car was not able to be driven if it had and the windows fogged up, this could endanger myself, my family, and any other additional people on the road. I refused to do that, so I just simply left the vehicle there. When we first dropped it off, I was instructed it was going to take approximately one week, and that quickly changed to the part should be allocated by the 4th of August. Later, the 4th I did not receive any calls, so I contacted the American Honda as Autopark was unwilling to provide me information and continued to tell me they had none.American Honda said usually when a part was allocated it took approximately 3-5 days for the dealership to receive it and they were not going to get it on the first date. At this point they told me the next ETA date was August 20th which meant it would be allocated by August *****th, and then we would get the call.Keep in mind this entire time I am unable to drive my vehicle and it is just sitting on their lot where they are not starting the vehicle and I am not able to pick it up due to it not only having no ability for the defrost but having no operating air conditioner in 100-degree temperatures. I began to get irritated as I felt communication was severely lacking and that no one cared enough to resolve any issues. I had no money to continue to pay for a rental but per my husband being active duty we had to have a vehicle. I continued to communicate with the Autopark and of course at this time American Honda that if they had a rental program or something that it would be beneficial. I did not decide to take my car in for some meaningless part as the ** in 100 degrees was needed. If nothing else, at least for my defrosters. The car was not drivable,the company was not allocating the part to the dealership, and less than a year after we purchased the vehicle, we were sitting without a vehicle for over 3 months. If they had a rental program, a leasing program, or something similar this would have been an ideal situation. They kept telling me how reimbursement was on a case-by-case basis. What better reason than a person having a vehicle sitting on your lot due to your not having a part? There was nothing I was able to do to get the part faster, and we could not get around without one. Having a rental was not something we really had a choice in and therefore we should not have had to fork out the amount of money we did for the rental so that my husband was able to get back and forth to work. They also failed to communicate at all and were quite short. Even when I continued to let them know that I was unable to afford a rental, the only thing I heard was so sorry for the inconvenience,no one was willing to figure out if there was a way to expedite the part or get a loaner or something. I want nothing more than to be reimbursed. I have an extended warranty and the warranty covered 10 days which is all they cover, but I had to have a rental car for approximately 3 months. As to whether I was pleased with their service and the work they did, I will not comment on that outside of the fact the reason I have not complained is simply because I still had work that needed to be done and I took it elsewhere. I refused to work with them and so picked up my car and took it to have it serviced for the transmission issues at a different dealership. So, referencing whether we were good with their work is not even pertinent at this time considering we haven't really driven it long enough to find if we had a complaint about the work in which they did for the air conditioner.

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

• Initial Complaint

  06/08/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  03/21/23 CNA cancellation request . Cancellation refund amount $ ***** 03/30/23 CNA send the cancellation amount to AUTO PARK HONDA for vehicle service contract cancelled. To this date May, 22 , 2023 AUTO PARK HONDA hasn't paid the lienholder: AMERICAN HONDA FINANCE for a vehicle service contract that was cancelled by me the owner: *********************************, because of a total loss. I have been trying to speak with the accounting and finance department at AUTO PARK HONDA , I drove to their office and talk to a finance representative, ************** share my concerns about the fact that nobody responds to voice messages and the lack of information about the status of the refund; he said he is new in the company but he would do anything to help me, after a month of no answers I called him May *************************************************************************************************************************************************************************** I complaint about him not calling me back and give me some status and he replied that he can't call me if he does not have answers on his end. I have been talking to Honda FINANCE and althoug it takes a good 20 minutes to stay on hold while theyanswer, I have been very lucky on finding great customer service agents, very proffesional and caring who called AUTO PARK HONDA and were able to talk to Accounting May 15 she said to give them a couple of days. today May 22 talked to another ******************** in HONDA FINANCE who also called ****************** in AUTO PARK HONDA stating that I am a customer and they need a resolution on my end and the finance manager MrShaw told CSR INHonda Finance that he will call back. ********* HONDA **** ** handlings are very malicious, poor values reflected whe trying to harm me as a client and so abusive by playing with peoples trust and third parties associates reputation and products like CNA and HONDA FINANCE which has been honest and open while AUTO PARK HONDA is keeping the REFUND.

  

  Business response

  06/27/2023

  We received a total loss letter from Honda Finance they said they would be debiting our account as they normally do. Since two months went by and they did not debit our account, we went ahead and cut a check to Honda Finance as all refunds are required to go to the lien holder and verified the check cleared on 6/16.  Honda Finance will refund the customer any money owed.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 18, 2022 I went to get a trade in value for my vehicle. ***** **** test drove my vehicle and parked it. ***** and my salesperson spent five minutes looking inside and outside of my car after they came back and then came inside. He did not leave it in gear or pull the parking break, and because it's a manual, it rolled back and hit another customer's car. Before the accident, I had been offered $19,500 (price of a Civic with an accident) so I asked for a little higher because Carvana had already offered me a much higher value. I was laughed off and left, and that's when I saw the accident occurring. They were ready to give me what I asked for, but what I asked for was no longer fair, especially after an accident caused by negligence. I asked for slightly more and was met with an angry response. Next day, I go with my father to try to talk to them. They were rude to us since the moment we walked in the door. They said we had to take the value they offered or get it fixed through their insurance. We told them to get it fixed and again, they didn't like that. They said to call the police and get a report, so we did that. Police said that because damages were less than $800 (as per one of your employees), they didn't want to issue a report. We told them to do it anyways. During that wait, I had 2 different sales people come and try to get me to sell the car. After two weeks of not hearing back, I wrote a review for Autopark. I got a text from an employee a few hours later giving me more than previously said. I said no to that. Then, I got a call from a different manager. He told me that they came to the new value by reducing 1000 for the damages to the car... that their employee caused. I said no to that. Then, the manager offered to pay out of pocket for the damages for the vehicle, which I said no to as well. My vehicle depreciated nearly 2000 after the accident, so I needed to know if Honda Corporate or Autopark Honda would be paying for the depreciation?

  

  Business response

  06/14/2022

  Police report did not indicate any fault and no citations were issued. We offered to purchase the car after the accident for $21000, the exact amount he wanted before the accident and he declined and then requested $23000 and now wants $25000.This accident is now a police and insurance matter. If there are any more questions please contact **** ******** at ***************************

  Customer response

  06/14/2022

  
  Complaint: ********

  I am rejecting this response because this is only partly true. The police report was not issued on the day of the accident because ***** **** pushed me out of there saying that they will buy my vehicle for $21,000 the next day. Who is at fault? ***** ****. Why? Because he drove the vehicle last. After the accident occurred, he looked in the car and said “It’s not in gear” out loud so that another sales consultant and a few customers could hear him. Check the videotapes if you want proof.

  I never agreed to sell the vehicle for this price. I asked for it. Asking and agreeing are two different things. He said no until the accident, then he accepts it. Why would I sell the vehicle after your Sales Manager, ***** ****, crashed my car due to neglect? I agree, not calling the police was partly my fault because of the stress of my vehicle just getting into an accident, for which I had Zero Fault. Had the police come that day, they would have clearly seen that ***** is at fault.

  ***** **** gave my vehicle a value of $19,500. Anyone who is searching for a vehicle on the market knows that this value only applies to Civics with multiple accidents. So why was this the value given to me in the first place? Why did ***** decide to take advantage of me and assume that I don’t know the market?

  As for the pricing, ***** said no to my offer of $21,000 before the accident. As soon as the accident happened, he tried to say okay to that price and told me to go home and they will buy the vehicle the next day.

  Why did I ask for $23,000 after the accident? Because that was what I wanted. *****’s low offer of $19,500 told me that he was not serious about purchasing my vehicle so I didn’t give him the real number I wanted. If the sales manager gave me a real number, then I would have given him the offer. We had decided to sell the Civic the next day, but after the way ***** acted and spoke to my family and I, we decided to not sell because of his attitude.
  

  Why did I ask for $25,000? It took two weeks for any of them to contact me. They didn’t contact me because they felt like what they had done was wrong, but because I wrote multiple bad reviews calling ***** **** and ******* ****** out by name. Why is it that I had to leave a bad review calling ***** **** and ******* ****** out by name before they decided it was time to contact me? I wrote that since it’s been two weeks of headaches, even $25,000 wouldn’t come close to what they should be offering. That’s when I got a call from *******. He said that I can’t be asking for more… even though it took a review to get them to contact me. Then, he proceeds to tell me that they can purchase the Civic for $22,000 but they’re going to take off $1000 for damages on the vehicle… that they caused. ******* also tried to pay for the bodywork damages out of pocket, but only offered to pay for the visible damages, not the additional damages that they found after the car was taken apart.

  Not one person has taken responsibility for the incident. Even the person who caused the accident. Why?

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

  

  Business response

  06/16/2022

  We did say it's out of gear meaning If vehicle was left in neutral it would have rolled back instantly not 10 minutes later, Popping out of gear into neutral and rolling back is what could have happened.

  It is clear this was an accident and it's just a insurance claim now.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 30th of 2021 I traded my Honda Civic. I hand delivered the cancelation paperwork for the maintenance plan and the gap insurance. I am due over $1800. It has now been over 3 months. The first paperwork I hand delivered was lost by *****. When I called ***** on July 23rd, 2021, when I hadn't received a check he told me they couldn't find the paperwork and had me fill out the paperwork again. The paperwork was dated incorrectly so I emailed him and he wouldn't respond. The next day I hand delivered the paperwork and spoke with ******., who said it would be taken care of. A month goes by it's now the end of August and I still haven't received a check. I then called and spoke with *****, who "looked" into it, and said that the insurance company had sent it to corporate Honda and that they were in the process of issuing a check. Now it's Sept. 7th 2021 and I called because I haven't received a check. ***** response was, "all I can tell you is they mailed a check" so, where is it then?

  

  Business response

  09/17/2021

  Business Response /* (1000, 5, 2021/09/08) */ Customer asked us to cancel Gap and extended warranty. As required we sent the lien holder the refund on 8/10/21. The lien holder cashed refund check on 8/23/21. The lien holder informed us on 9/2/21 it was refunded to customer on 8/31/21 and sent from California via regular US Mail. Customer should receive in the next week or so from lienholder.

*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. ↩