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:04/09/2025

  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 canceled my extended warranted on November 22, 2024 and they didnt pay my refund to my financial company, Honda Financial, until March 28, 2025. Since the company took months to refund the warranty, I had to pay months (over 4 months) of interest rate for this warranty at over 8% every month. They owe me some refund for this action. The service from the billing (payment) department was horrible. I never receive a phone call from their department letting me know why it was taking them so long to refund the my cancelled warranty. I had to called them multiple times to hear their excuses. Its crazy that they want to charge me for a cancellation fee when they took months to process my refund. I will never nor will I recommend this place to anyone to buy cars from this company. Thank you.

  Business Response

  Date: 04/11/2025

  We apologize for the delay in your warranty cancelation. We too are equally surprised at how long it took. It normally doesn't take more than a few weeks. It is fair to mention that the warranty company is not our company. It is a separate entity from Scott Clark Honda. We are at their mercy to produce refunds. The Cancelation Fee is their fee. Not ours. The warranty company charges it. Not Scott Clark Honda. We are required to collect it by the ***************** 

  That said, we appreciate your business and will pay the requested $300. We will have a check mailed out to the address on file asap.

   

• Initial Complaint

  Date:02/13/2025

  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.

  January 7, 2025: I visited the dealership with a cashier's check from Navy ******************** to buy out my leased vehicle. The check was made out to the wrong name, which I acknowledged as my mistake.January 8, 2025: I obtained a corrected cashier's check and returned to the dealership. After an inspection, I was informed that my window tints and wheels did not pass inspection. I promptly addressed these issues as required.Week of January 15, 2025: I returned the vehicle to the dealership, believing all issues were resolved and the buyout process was finalized.January 24, 2025: After receiving multiple calls from Honda ****************** about a missing payment, I contacted ****, the sales representative handling my lease buyout. He informed me that the dealership had lost my cashier's check and requested that I obtain a replacement. This necessitated a two-hour drive to the Navy Federal branch in ********, ***January 24, 2025: I emailed ****, requesting compensation for gas, a free detailing, and mileage incurred due to the dealership's negligence. Later that day, ****, ****** manager, called to discuss compensation. He assured me that the dealership would pay off the vehicle by February 8, 2025, to prevent any negative impact on my credit. However, he refused to compensate me for the additional mileage, citing my status as a "lease buyout."February 5, 2025: After missing work and making another two-hour drive, I obtained a new cashier's check. I delivered it to Scott Honda Clark the same day, accompanied by my boyfriend and brother, *****, who is the co-signer on the lease. I handed it directly to **** in the finance department.February 13, 2025: Despite these efforts, Honda ****************** informed me that they had not received any payment, nor was there any pending transaction for my account. Consequently, my credit score has dropped by 60 points. Additionally, the check shows cashed out on 2/10/25 confirmed by ************ with no changes.

  Business Response

  Date: 02/20/2025

  On Tuesday (2/18/25), Genral Sale3s Manager ***** ******* spoke with Ms. ******** He agreed to send her a check for $392, for the payment that was due during this time frame. He also shared with her the that a check for the payoff was overnighted to Honda on 2/13/25. That check has was not processed as of 2/18/25. That is normal for lenders as those checks go through a receiving process, prior to being deposited. He also send Ms. ******** a letter on Scott Clark letterhead stating that we received a check for the payoff of her lease on 2/5/25. We apologize for any inconvenience this may have caused. 

• Initial Complaint

  Date:10/16/2024

  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 purchased a 10 year warranty that was sold as refundable in October 2014 at the ******************************************* location, at the time I purchased my brand new Honda CRV the warranty was purchased the same day. It is now ten years later and I am not making any head way with this company after contacting their finance director ****** **** ***************************************************** by email back on September 28, 2024. I have emailed him all the documentation that was relevant to my transaction from 2014 back in September. He responded 1 time and indicated he needed a few days to look into my paperwork, since the company no longer uses the same database. He also indicated that my warranty may have been documented on the wrong forms which is a company/staff issue. That was about 2 weeks ago. I have since sent him 2-3 emails and have not gotten a response. I paid $2400.00 for a 10 year refundable warranty and we are now at year 10. The warranty was never used. I am seeking the $2400.00 paid for the unused warranty.

  Business Response

  Date: 10/25/2024

  We have investigated your refund, but unfortunately your contract is not a Purchase Price Refund (***).  The contract you have provided is a Powertrain Wraparound, not the Purchase Price Refund.  A Powertrain Wraparound does not provide a refund at the expiration of the contract if a claim hasnt been filed.  The *** has explicit verbiage pertaining to the refund, how to request it, and explains the process of the refund.  Since you dont have a ***, the warranty company will not be able to issue a refund as the refund comes from the warranty company, not the dealership.  Were merely aiding the customer in facilitating the refund through the warranty company.  That said, we can only do that if the warranty contract provided a refund option.  In this case, it does not.  If the contract doesnt allow for a refund, there is no mechanism to obtain a refund from the warranty company.
  
  However, in light of there being no path to a facilitate a refund through the warranty contract product, the General Manager has determined that out of good faith we will refund to you the $2,350 from the dealership as if you DID have a *** ($2,400 minus a $50 administrative fee as per the contract). 

  
  

  Customer Answer

  Date: 10/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:08/28/2024

  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.

  Scott Honda normally maintenance my Honda and always provided me with honest advice on future repairs.However the future repairs i decided to make an appointment for that was recommended prior to the estimate that was given to me.August 27, was my appointment date and I got to the desk to check in and provided the invoice estimate and the *** told me it wasnt valid. However he passed me on to ******* whom originally has her info on the estimate invoice that was given to me.She however tried to argue stating thats not todays price however the invoice clearly say quote expires September 24, 2024. I get it that it was a mistake made on their part, but I expect Scott Honda to make it right by honoring that error.******* was very nonchalant about the error and showed no leadership in trying to correct the problem. To say shes in management, she lack customer service. I at least expect her rectify the problem and handle it accordingly.Reading all the reviews this location lack professionalism and customer service, and my visit today will add to that.I came from *********, drove pass almost 4 Hondas dealership to get here and not able to get my car maintenance.My complaint is I was given a quote which I am providing proof for, I get to the dealership and Im given another estimate Please see estimate quote, DATE EXPIRES My settlement I am demanding is for my repairs to match the quote that was given.Its NOT MY FAULT YOUR COMPANY MADE THE MISTAKE!!!!

  Business Response

  Date: 08/30/2024

  The customer has failed to mention that date of the initial quote. 
  

  She pulled up an old quote from a link she received 5/16/2022. At this point it is obviously very outdated. She was given a new quote with updated pricing 8/28/24 that reflects price changes over the last 27 months.  The way the multipoint and online quote system works is that on the day the customer views it, it updates to that day and autogenerates a 30 day expiration for the quote. The customers are told during service that the quote they receive today is good for 30 days. Furthermore, this customer has accessed update quotes 9 times since the original quote was prepared and each of the 9 times she entered that old link over the past 2 years, it autogenerated to the day she was viewing it. Not the day of original service. I believe her issue is specially surrounding the VSA/ABS modulator that has predictably increased $1000+ in that 2 year time period. Weve already thoroughly explained this.  We will be happy to perform the work, but at the current pricing structure based on current cost of parts. There is no reasonable expectation for any business to honor a 27 month old quote. 
  

  Customer Answer

  Date: 09/02/2024

   
  I am rejecting this response because:
  The owner is liar and dishonest and shows lack of accountability on his behalf. For those whom will be reading  this, you can tell what type of individual we are dealing with, nonchalant and started off at blaming the customer. A big NO NO

  An apology on their mistake would have been the right thing in the beginning to do.

  I'm not asking for anything free, from a customer standpoint all I see was an  invoice that was sent to me by email, the date of the estimate still current and the date sent was within the 30 days, however your associate never mentioned the 30 days, but she made sure on August 28th 2024 to mention it. Again the BBB and future customers can clearly see the estimate for themselves!

  You can go on and continue to be that DEVIL with your company but I can guarantee you will reap every bad and negative seed you sowed to customers for your dishonest. I will not argue with you, so no need to write back nor will I need your assistance. My only reason for coming all the way to you guys for assistance was because you always had last minute appointments and I can see why you guys were always available. Reading all the negative and bad reviews from other customers you will not get far from how you treat people, again my argument was I received an invoice that I came to get service for and due to a bad error on Scott Honda with printing out false information they failed to honor that quote which is the customers fault.

  Praying you get right with God, because judgement day is coming on behalf of your reaction.

  you stay prayed up!!

  Business Response

  Date: 09/05/2024

  It is worth mentioning that every time the customer opened the quote, that activity is time stamped. It was viewed several times over the 27 months. 

  Our position has not changed. The quote is expired. There is no reasonable expectation for a price to be the same 27 months later. 

• Initial Complaint

  Date:06/11/2024

  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.

  This is my third purchase from your dealership, and it has been another TERRIBLE experience. I have attached the correspondence about the 2012 Honda Pilot that I purchased from you. I had to trade in the 2017 Honda Pilot that replaced the 2012 Honda Pilot because of issues that I was having with Pilot. I purchased a 2021 Palisade from your Scott Clark Honda dealer on 4.15.24. I was sold the car with a very strong smoke smell that they told me they could get out. Later once I got the car home, I noticed the car had not been cleaned out. I found a pair of earrings and some chips under the back seat. Also, no floor mats. The first attempt to get rid of the smoke smell was not successful. It left the car with strong chemical smells mixed with smoke. I tried to put air fresheners, oils and sprays to mask the smell but nothing worked. With the weather changing and becoming humid the smell was getting worse. In the meantime on Saturday, June 8th I noticed the battery light was flickering. When I dropped off the car yesterday Monday, July 10th for a second attempt to get the smell out. I mentioned to my salesperson that the battery light has been flickering and asked for them to check it out. I get a call back today from service that the alternator is bad and that I need a new battery and I have to pay out of pocket for the alternator deductible and the half of the battery. I am very very upset and disappointed in Scott Clark Honda again! I have only had the car for 2 months and paid a month and half car payment. It appears that the due diligence was not done on this car. Shouldnt a diagnostic been performed on the car before it was sold to see if the car had any issues. Wouldnt a diagnostic give an indication that there were issues with the car? The car should have never been sold smelling like smoke and dirty.

  Business Response

  Date: 06/20/2024

  We reached out to ************** to discuss a few options. A trade seemed to be the best solution for all involved. We were able to trade ************** into another vehicle and everyone is satisfied with the outcome.

  Customer Answer

  Date: 06/24/2024

   
  I am rejecting this response because:

  I have viewed the response. I'm not satisfied with the outcome but I did receive a new car. I felt that a better deal could have been made on the trade in value of the car considering the circumstances. My car payment is still higher than I wanted but that was the only option I had to get out of the previous vehicle that had the smoke smell. Also, I didn't feel comfortable staying in the car considering the early alternator failure. This is my third car purchase from them and had problems each time. Very disappointing. 

  
  

  Business Response

  Date: 06/24/2024

  That is really disheartening. We moved Heaven and Earth to do the best we could in this situation.

  April 2024
  -Purchased a 2021 ******* Palisade (sale price was $34,807+++) with ****** miles
  -The terms were 75 months at $759 per month (and *****% interest)
  Total of payments with intrest and all fees = $56,925

  
  June 2024
  -Purchased a 2025 Pilot with 0 miles.  Trade value was $33,806 ($1,000 less than what was paid in April)
  -The terms were 72 months at $885 per month (and 4.9% interest)
  Total of payments with intrest and all fees = $63,720

  So for difference of $6,795 after all payments, the customer has a brand new 2025 Pilot, instead of a 2021 Palisade with 61k on it. 
  Shorter term, 1/2 the interest, in one of Consumer Reports HIGHEST rated vehcles on the market today.

  It's really hard to make an argument that they are not in an incredibly better situation. The customer is in 10x the vehicle for a few thousand dollars. 

   

  Customer Answer

  Date: 06/25/2024

   
  I am rejecting this response because:

  The part that was left out is that 5K of negative equity was rolled into the new vehicle that increased the value of the brand new vehicle which increased the payment. I see the response that it's disheartening but it's also disheartening as a customer to have to eat the cost of negative equity on a vehicle that should have never been sold in the condition it was in. As my original statement the customer is not satisfied but the dealership is because no big difference or lost was encountered on their behalf. In the future I hope that better due diligence is done on a car before it's sold so other customers will not have to deal with the issues I had with the smell and major component going bad. 

  
  

• Initial Complaint

  Date:05/19/2024

  Type:Customer Service 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 Saturday, May 18th, 2024, I was to have scheduled maintenance done on my vehicle. A transmission fluid change was suggested, which I initially declined at the time. I did, however, a few minutes later decide to have this service done, and attempted to contact my service advisor, *******************************, twice by phone call to ask the price of this service. Neither phone call was answered. I then called the Scott Clark Honda general service department number, and was told by a woman that the charge for this service would be around $138.00 (which is standard industry price for a 2012 Honda Civic).I was finally able to get in contact with my service advisor, and told him that I would like to have the service done.At checkout, however, I was charged $215.00. When I told him that I was quoted a different price, he had no explanation as to why the service price nearly doubled. The initial estimate on the receipt even says "$121.31 (+Tax)", Moreover, there is an unexplained and not itemized "Misc Chg." for $43.47.I asked for the number to Scott Clark Honda's corporate office and was given a false number to Scott Clark ******* I called back and asked for the general manager, and left a voicemail which I have yet to receive a response. I asked to speak to a service department manager, again, leaving a voicemail that has not been replied to. If Scott Clark Honda will not honor the $138 price quoted to me on the phone, then at the very least, I want to be refunded for the unexplained and not itemized "Misc Chg." for $43.47, which seems to be retaliatory since I declined having another recommended service done. **I have copies of the service contracts/receipts, but the file sizes are too large in ** to be attached here.

  Business Response

  Date: 05/23/2024

  Customer came in 5/18/24 for a brake noise. He was quoted and approved the $30 diagnosis fee up front. The initial diagnosis fee is a component of the difference in price, but not all of it. We diagnosed his issue as needing front brakes as they were down to the wear indicator. We also recommended a few other services including transmission fluid. He viewed this quoted with pricing, and initially declined everything. He then tried to call his advisor and the call was missed as the Advisor was with another customer. He called the ************ general number and was quoted $138 out the door for the transmission service only. 10 minutes later he texted his advisor approving the transmission service. When he came to pick his vehicle up and pay, he said someone on the phone quoted him lower. When the advisor received the approval, he should have requoted a total price but did not. The other part of the difference was a simple misquote (which happens from time to time) and we have discussed and retrained the call center in the proper quoting process. We do apologize for the mix up. For that reason, we have attempted to reach ****************** and refund the difference to him. If ****************** will return the call to ********************* (Service Director), we can get that refund done immediately.
  

  Customer Answer

  Date: 05/27/2024

   
  I am rejecting this response because:
  

  I only want to say that the service tech DID NOT offer or quote me the price of a diagnostic test.   If he had, I would have told him that I already knew exactly what the issue was - which is why I scheduled the appointment in the first place. 

  I resent having this lie told on me.  Maybe the manager who responded to this complaint was lied TO by the service technician - or maybe they're both lying.  Either way, $30 for a diagnostic test still does not equal $43.47 of "total misc chg."   

  Nonetheless, I appreciate the communication.  

  At this time, I will not be pursuing this here any further.

  Business Response

  Date: 05/28/2024

  Rarely are customers ASE Certified Master Technicians. That is who we would have inspecting your vehicle. We cannot take a customers diagnosis and start performing repairs based on their opinion of what is needed. Maybe you are, but most people are not qualified to determine what repair needs to be performed based on a squeak/squeal. Sure, we know it needs brake pads, but there is more to it than pads. The rotors may be warped or damaged due to lack of braking material on the pads. Sometimes that rotors can be turned (milled down) and sometimes they are damaged beyond repair and are in need of replacement, If thats the case, installing new pads on damaged rotors will ruin the new pads and that would be bad business to proceed with repairs based on a customers diagnosis. Therefore, we perform a diagnosis to determine exactly what is needed to solve the problem the right way the first time.
  As for the misc items, there are shop rags, brake cleaner, lubricants, etc. that are used in even basic repairs and most services involved this misc item fee because those items have a cost and are not accounted for in the Technicians Flag Hours for that job.
  We did also mention that the diag fee was only part of the difference and that the person on the phone had misquoted and that was the other part, but you were definitely quoted by the advisor because you initially declined the service. That is the price that you were ultimately charged because that is what the advisor quoted you. 
  Regardless, we accepted responsibility for the misquote and are & were prepared to refund the difference. We service 200+ vehicles/day and while we strive for excellence, we are human and occasionally mistakes do happen. Our hope is that you will or may have already contacted ************** so he can process your refund & we can earn your trust once again moving forward.

• Initial Complaint

  Date:05/15/2024

  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 8/18/2021 I purchased a 2019 Honda Civic from Scott Clark Honda. Days later the check engine light came on as well as the car feeling like its pulling on acceleration and puttering at the 20 mph ***** I took the car in for a diagnostic on 8/26/2021. I was told that they didnt see anything and when I asked about the puttering I was told its probably a new safety feature. I trusted their diagnostic despite my concerns but has since bought it in two more times (11/2021 & 4/2023) for the exact same issues. I was either told they saw nothing or they demanded significant more money for further diagnostics after I agreed to pay the initial diagnostic fee. I decided to take it to a different Honda dealership a week after my last Scott Clark diagnostic (4/2023) for a different observation of the problem. Unbeknownst to me, not only did they find oil leaks, bad gaskets and other problems. They found a significant amount of sludge in the engine. Sludge I highly suspect was in the engine when I purchased it.To make matters worse, when I submitted my maintenance records to the ********************* company I found that Scott Clark Honda did unauthorized repairs the first diagnostic on 8/26/2021. These repairs included gaskets and a converter. Had I known I would of demanded a refund.Now my vehicle (4/15/2023) has been denied a claim for an engine repair due to this sludge. No public records of engine and oil maintenance can be found between 500-18,000 or so miles on this vehicle. Which is Shortly before Scott Clark Honda sold me the vehicle on 8/18/2021 with ****** miles.It is now 4/15/2023. I have left numerous messages for various managers as well as emails (*********************, ****************************, the *** and not one manager has returned my call or acted on my concern.

  Business Response

  Date: 05/17/2024

  Customer purchased vehicle from us 8/18/******** miles. 
  
  Customer came back 8/23/******** miles with a check engine light on. With her permission, we replaced a Catalytic Convertor under factory warranty. This fixed that problem. 
  
  She returned 11/17/21 ***** miles with a noise from the brake pads. She also complained of the vehicle Puttering upon acceleration. We were not able to duplicate this concern, nor were there any codes. We gave the customer the blank code sheet and she left. 
  
  Customer returned 4/10/******** miles. She was complaining that the vehicle is hesitating and feels like its going to shut off between 1000-2000 RPMs. We removed the valve cover to check for damages in the camshaft area and found sludge. This car had not been in our service **** for over 2.5 yrs and 40K miles. We told her we needed to further investigate and it would require additional diagnostics. Depending on the warranty company's requirements, (She has 2 warranties) They ask us to tear down the engine to a certain point. Different warranty companies require a different level of tear down. If they decline the repair, our tech does need to be paid for the time it takes to tear down the motor & the customer is responsible for the labor needed to tear down the motor to the level the warranty company requires to determine coverage. She declined and left. 
  
  Customer took their vehicle to ******** Concord 4/22/24 where she agreed to pay for diagnosis. They got an ignition coil covered under TWS Platinum warranty, and a variety of items covered under the lifetime warranty. 
  
  It looks like on 5/13/24 Concord submitted again for an engine, and it was declined due to sludge. We informed her of the sludge back on 4/10/24. so this was no new news.
  
  We have made multiuple attempts to reach the customer & left a VM for this morning, no return call yet. We also opened a review with TWS managers, and am waiting for a call back from them as well.

  Customer Answer

  Date: 05/17/2024

   
  I am rejecting this response because:
  On initial diagnosis a few days after purchasing the vehicle, I did NOT authorize any repairs or submission to warranty company I was verbally told they did not see anything wrong.   Not only does my records say you changed catalytic converter, GASKETS were also changed.
  

  The second time of the exact same complaint, I did was also told of no problem with my vehicle.  And no repairs were done.

  The third attempt I was told I had to pay $400 + in addition to the diagnostic fee $49 that I only agreed to pay.  I didnt feel it was fair to pay more money for a diagnosis of the same problem I had since the purchase of the vehicle.  I was told they didnt know what was wrong.  Then you all emailed me with a postponed diagnosis that indicated a diagnosis fee different than $400.  Plus things that had nothing to do with problem I came with.
  

  So yes, out of distrust for your dealership I took it to another dealership who with their basic diagnostic fee found oil leaks, bad gaskets as well as other things you failed to report from your diagnostic just a week prior.

  And I only have 1 warranty that your dealership provided who told the service advisor that their was NO service records on file from the previous owners although my records were all up to par.  
  They also indicated they dont cover sludge.

  As far as contact, I havent got a phone call or email.

  I am not satisfied with your efforts or lack of accountability.  I believe I was sold a bad vehicle and misled by the condition of the engine.  The same problem that occurred within days of the purchase is the same problem I have now & the duration of the ownership of the vehicle.   Despite my regular oil changes and maintenance!!

  Business Response

  Date: 05/18/2024

  The $49 basic diagnostic fee resulted in a diagnosis of sludge in the motor.
  From there, the warranty company requires further tear down of the motor to determine the source of the sludge and if it will be a covered repair. 
  In the event the repair is NOT covered by the warranty company, the customer would be responsible for the additional tear down of the motor. 
  If they cover it, there is no charge to the customer.
  This is not our requirement, it is the warranty company's requirement. No work is performed without the expectation of payment.
  Concord came up with the same sludge diagnosis that we did. The additional oil leaks, gaskets repairs they found would be inconsequential as the sludge
  repairs would require an engine replacement. In other words, it would not make any sense to repair (or discuss the need to repair) oil leaks on an engine that is in need of replacement.

  
  Whether or not the customer is aware, she does have 2 warranties. The vehicle came with a lifetime powertrain warranty on the engine transmission & drive axle. 
  This is a drivetrain warranty that we provide at no cost to the customer on qualified vehicles. It does not cover electrical components or non-drivetrain related items.
  She also purchased an extended service contract to protect the rest of the vehicle through TWS (Total Warranty Services). 

  Ultimately, the customer wants the car repaired. We're happy to work with the warranty company to achieve a mutual agreement to get the car repaired at Scott Clark Honda. 
  If she chooses to have the work done elsewhere, she will be responsible for the cost of those repairs.

   

  Customer Answer

  Date: 05/20/2024

   
  I am rejecting this response because:
  I am not satisfied with the deflection of this problem that I have experienced since I returned the vehicle less than a week after purchasing the car for noises, pulling and check engine light coming on.

  Furthermore, during last diagnostic that was performed from Scott Clark Honda, none of this information was provided to me about the (2) warranties & nor needing to pay $400 + dollars more in diagnostics to fulfill the warranty requirement.  They asked for $400 + dollars to finish & find what another dealership found for no additional out of pocket expense to me.  The customer service was poor considering I did not bring the vehicle in 3 times but for the exact same complaint.  I would of expected better attention to the problem before contacting BBB.  
  

  The power train warranty that I received does not say I can only get the repairs done at Scott Clark Honda.  It can be done at any Honda dealership.  The response to the complaint seems to indicate I can either get it repaired at Scott Clark Honda or it wont be a covered repair at all.
   
  I received on Friday 5/17/2023 by the service department manager at Scott Clark after leaving a review, who says he cannot promise anything but he will do all he can do to get the proper repairs done.  That doesnt sound like a solid strategy to me.

  ***** from the Scott Clark Honda department contacted me on Friday and I will be working with him to hopefully find a solid solution. 

  Business Response

  Date: 05/20/2024

  It seems there is a misconception that finding an oil leak and failed gasket(s) on a motor that the only repair is a replacement is somehow a more thorough diagnostic. Once the sludge is discovered, the oil leaks and gaskets or of no consequence. 

  It's also fair to restate that we did not see this car, nor were we able to perform any of the maintenance's, for over 2 years and over 40k miles. **** said, there is no connection to the 2 separate visits. For the simple reason that there is no way that a motor could develop sludge internally in 18k miles. *** vehicle had no codes when it left after the approved catalytic converter replacement that was covered by the warranty. It is also fair to restate that if the (current) repair was approved by the warranty company after their required deeper dive in to the motor, she would NOT have been charged at all. 

  **************** is free to take her vehicle to whatever service **** she chooses. Both warranties are good at any ASE ************************* We would encourage her to pursue her repairs at the dealership she feels most comfortable. We have been in communication with TWS (who holds the contract on her **************** Agreement) and got them to reverse their decision to decline. ***y have now approved the repair. **** is what ********************* was in the middle of when he spoke to her, but did not have a resolution at that time. He couldn't commit to getting them to reverse their decision, but he was confident they would, based on his experience. He did the right thing by NOT over promising as he did not yet have confirmation as to the reversal of their initial decision. **************** has since expressed her desire to have any future repairs done at *******. We were more than happy to share the warranty reversal with the advisor from Concord (who were unable to get it approved) in order to facilitate this repair. 

  We wish **************** nothing but the best.

• Initial Complaint

  Date:05/01/2024

  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.

  Came to Scott Clark Honda on 3/28/24 with good intentions of buying a newer car since this was my 4th car purchasing from them and never had a problem with them until 3/28/24. I put $11,000 down (yes my credit isnt the best) but I was back a few days later due to the car not running correctly (had the same previous car before, year, model etc) took the car back to see what could be done or if Scott Clark could put me in something else? They did diagnose the car fully and claim nothing was wrong. If I wouldve known that I was going to go through this then I wouldve bought the 2024 I got approved for at a previous dealership but I chose to bring my business back to Scott Clark but NEVER AGAIN!

  Business Response

  Date: 05/24/2024

  The vehicle in question was traded in from the original owner that serviced it regularly and had no documented hesitation or acceleration concerns for the ***** miles they owned it.
  
  **************** purchased this 2021 Accord on 3/29/24. 
  
  On 4/2/24 **************** brought the vehicle to us with this concern. We test drove, inspected, and pulled codes. No problems were found during this visit. We have not heard from this customer since. 
  
  We will be happy to take another look and test drive with the customer if necessary. 
  

  It is important to note that a technician cannot fix a problem if they cant recreate it or observe to symptom being described. We do not perform services on cars unless we know what it is were looking to correct. 

  
  

  Customer Answer

  Date: 05/24/2024

   
  I am rejecting this response because: I feel like as a company/customer service, they couldve done more to make sure the customer was satisfied as far as reversing the sale, putting me in another car, etc. yes Scott Clark looked at the Honda but even the car fax said a stating about a motor check 
  
  

  Business Response

  Date: 05/24/2024

  Please understand that technicians only get paid when they perform a repair. The fee collected for the diagnosis is inconsequential. However, when a technician does a diagnosis, and cannot replicate the problem, they do not get to do the repair that would then pay them. Therefore, Its in their best interest to find a problem to solve. If there was any indication of a problem to be solved, they would prefer to perform a repair over reporting that they couldnt replicate the problem. 
  

  As stated in our previous response, were happy to take another look at it. Sometimes, the customer riding along can help point out what it is theyre experiencing. 
  

  That is going to be the next step. If there is a repair that can be done, well be happy to address it.

• Initial Complaint

  Date:01/03/2024

  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.

  On October 31, 2023, I purchased a **** Honda CR-V Sport L from Scott Clark Honda. It was at closing time and it was dark so I could not see the vehicle. The next day I noticed several chips of paint missing from the rear passenger side door. Everyone that has seen the car, that is the first thing that they notice beside loving the Urban ******************* color. I contacted my sales person and his supervisor immediately about the situation and was told that someone from the body shop should be calling to schedule a repair. I called the following Monday and was told that Honda and the trucking company was trying to see who was liable and not to worry because it would be fixed free of charge. I called a week later and was told that someone would get back to me, but no one did. I have called several times a week and told the same thing, but no one wants to help me. I was told by the sales manager the last time I called that he would handle it and still no schedule to have the paint repaired or a call back. I have called and sent to the sales manager phone and no answer or call back. This makes no sense to treat someone who is a loyal Scott Clark customer, I am scared to have my husband wash the car due to the fact that I am scared that the paint chipping may spread. It is already rusting the metal in the exposed spots where there is no paint. A brand new car costs too much to have paint missing when you take delivery of it and to notify them the next morning and it is over two months later and nothing is done really means that you don't appreciate your customers and them paying their hard earned money for a new vehicle.

  Business Response

  Date: 01/26/2024

  We were able to reach out to ***************************** and schedule at time for her to l;eave the car with us and we put her in a rental vehicle to drive until the paint issue could be resolved

  We apologize for the untimely response, but wanted to make sure that the ************** was satisfied with the repairs.

  She is and she is back in her car.

   

   

  Customer Answer

  Date: 01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:01/02/2024

  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 recently purchased a 2021 Honda Civic from Scott Clark Honda in ********* on December 15, 2023, valued at $21,000, with a $7,500 down payment.Initially, I was pleased with the purchase process led by J.R. ************************ and I was also satisfied to see that the vehicle came with a clean title. However, after being out of town and returning on December 26, 2023, I discovered that the vehicle's battery was completely dead. To address this issue, I had to seek assistance from my insurance company's roadside service to jump-start the vehicle. Subsequently, I promptly returned the car for a thorough examination.The service was conducted under the supervision of ************************ who informed me that the alternator was not functioning properlya crucial detail that was not disclosed during the initial purchase. To address this issue, I had to take additional time off work for the drop-off and pick-up of the vehicle.Despite *************************** assurance of the vehicle's readiness for use, the battery issue recurred the same night at a local Target store, exacerbated by the late hour. Once again, roadside assistance was needed for a jump-start.This experience has left me deeply dissatisfied and concerned about the undisclosed issues with the vehicle's battery condition. It is troubling that I was not informed of potential problems during the initial purchase. When I first noticed the dead battery, I called J.R., and he explained that it was normal if the car hadn't been driven for a while. However, I don't believe a good battery should run out that fast. Additionally, with minimal driving (less than 20 miles) since the purchase, it is evident that these issues are not due to normal wear and tear.Considering the time, inconvenience, and concerns about the vehicle's quality, I am requesting a fair resolution. Specifically, I seek either a full refund for the purchase or an exchange for a similar vehicle from the dealership, ensuring guaranteed quality.

  Business Response

  Date: 01/03/2024

  On the 26th - Replaced Alternator at no cost to the customer - Afterwards, we tested the battery, alternator, and starter. All tested with passing test levels.

  On the 28th - Battery failed - We replaced battery at no cost to the customer.

  We would rather have replaced the battery during the first visit on the 26th. However, in order to get it covered under the warranty, it would have to test bad. It tested good, so we were not able to justify replacing a part that tested good. 

  We do apologize for the inconvenience. In reviewing this case, our technicians followed the Honda Factor required protocol and did what they were supposed to do. The customer was not charged for either of these repairs, nor were they charged for the rental vehicle.