ComplaintsforScott Clark Honda

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  05/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 2020 Honda CR-V EX-L from them back in 2020 with financing and gap coverage. We have recently traded in our vehicle (11/10/2023) to another dealership. So I began contacting the dealership on November 13th to try to reach someone about canceling our gap coverage and requesting our partial refunds. After almost an entire week of trying to get a hold of someone, finally the finance manger who did our car loan at the time, *************************, send us an email on 11/17/23 asking if we need any assistance on our gap coverage. We replied his email and requesting to cancel gap insurance on the same day. However, we have not heard anything back since then. We tried to call him and the General Manager of the dealership to leave voice mail and expressed our concerns about they lack of communication (or in our opinion at this point, is theyre just simply ignoring our legitimate request and does not want to refund our hard earned money back to us). This is highly unprofessional and unacceptable and this is why were writing this BBB complaint.

  Business response

  12/01/2023

  We apologize for the lack of response. There is no excuse for poor follow up in our business. That will be addressed with the relevant parties 

  In regards to your *** refund, Honda ******* Services credits the refund to the payoff when processing an early payoff (which reduces the payoff by the refund amount). This is reflected in the attached ledger of your payoff. Please review to see the full accounting of you balance **** where it is reduced by the *** credit

  The vehicle service contract has been canceled as well. That refund will be in the mail to you once the refund is processed. This usually takes 4-6 weeks. 

  If you have any questions, please reach out to the ******* Director, *********************. ********************************

  Customer response

  12/04/2023

   
  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

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was serviced for diagnostic check due to Electrical charging system message and light on the dashboard. I decided not to have the work done at the Dealership due to the rude customer service and crazy prices. I asked for my keys and left. That honda location did my last oil change which they have a record of. I brought my car to be serviced somewhere else for an independent analysis of what was going on with the vehicle. I was then advised that my car was missing the skid plate for the car and the cabin filter cover was missing. I was advised that the only time the Skid plate of the vehicle would be removed is if the car is getting an oil change. Scott Clark Honda is the only place that did my oil change. They checked the filter for the car cabin so that confirms that the filter cover was removed there also... I contacted Scott Clark Honda and requested that they make me whole for not returning my car to me with all of the parts that it was brought to them with... I spoke the the service manager ********* and his Manager ******. ****** was rude from the moment he spoke to me and told me he was not going to replace anything and denied any responsibility or accountability with or for his mechanics regarding my missing skid place and cabin filter cover. Taking my Honda To the Honda Dealership is automatically supposed to be a trusted experience and I did not get that. I have had 6 Honda vehicles and thus Scott Clark location failed miserably regarding resolving my issue and regarding service recommendation pricing. I need help getting this business to be accountable. It's not ok. To return a vehicle back to the customer and not put back all the parts that were taken off to inspect the car... Driving without my skid plate on my vehicle exposes the electrical system and engine to damage. I had to pay another shop to replace the items that Honda took off of my car and did not put back. It is wrong to steal car parts from customers

  Business response

  11/06/2023

  Prior to ******************** most recent visit, her previous visit was 5/27/22

  During that visit, she was notified that she was missing the cover to her cabin air filter. She declined the replace it at the time.

  Please see the attached doc with an image of the checklist noting in the last entry that the cover was missing as well as a photo of the uncovered cabin air filter.

  As for the "Skid Plate", thats not typically a part that cars are equipped with. Trucks normally have a skid plate, but cars like her Accord do have a splash guard. For the sake of this complaint, we'll assume that is what her technician is trying to describe.  It is not uncommon for vehicles to be missing the splash guard as they are easily ripped off by running over debris in the road. most customers opt not to replace it. Therefore, it wasnt brought to her attention. 

  That said, we can neither confirm or deny that it was present during her visit. 

  Should **************** provide a receipt for the Splash Guard, we will be happy to reimburse her for it.

  She can either attach it to the BBB portal or email it to *********************************************************.

  Customer response

  11/08/2023

   
  I am rejecting this response because:
  
  

  Thank you for responding to my Complaint with the Better Business Bureau. In response to the feedback from Scott Clark Honda. 

  After my oil change in May I was advised that my cabin filter needed to be replaced. There was no mention of my cabin filter door being missing. I definitely would have addressed that with the service advisor *********. I also know for a fact that my skid plate for my car was on there and in place. It was removed at the Honda Dealership for the oil change and not put back. It is wrong to return a vehicle to the customer without putting back the parts. 

   

  I incurred a charge for a cabin filter cover and new skid plate. Enclosed is a receipt with the charges for both items that I had to pay for replacement. I would like the ACCOUNTABILITY of the Dealership regarding what happened with these items and reimbursement. 

  Thank you in advance for professionally resolving this and also holding your mechanics accountable for doing subpar work on cars and not returning vehicles parts or stealing them. I am an innocent customer that trusted ****************. As the customer I cannot go in the back with my car and watch what the mechanics do regarding ethical,trust worthy, and efficient work. I have to trust that you all are doing the right thing with my vehicle when I give my keys up. I am a single parent and my vehicle is an important investment that provides transportation for my family and gets me to work so I can pay my Bill's. My trust has been completely violated regarding Honda Dealership service.

   

  I would like a reply to my email confirming how my reimbursement will be processed and when. 

   

  Additionally I would like to add. It is never ok to be verbally rude to a customer Especially when I was calling to resolve my issue. ****** was outrageous with his rudeness and I have witnesses that heard him on the phone. They were absolutely shocked that ****** representing Honda Dealership was speaking to me in such a rude way. It was very unprofessional and gave me no choice but to bring my issue to the attention of the Better business Bureau. 

  Best Regards,

  Ms. ***********;

  Business response

  11/17/2023

  Despite having a document dated 5/27/22 alerting the customer of her missing cabin air filter cover as well as a photographic evidence with the same date stamp, if reimbursement is what will make ****************, that  is what we will do. A check in the amount of $166.71 (as noted on her receipt) will be mailed out Monday 11/20/23 to Bri ****** *************************************** Apt 828, *********, ** 28277.

  We wish **************** all the best.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am a 22 year old girl, who bought my first car in my own three days ago, 8/19/2023. I just graduated college and my previous car broke down on the side of highway 77 on Friday afternoon. The repairs were $3,000 to fix, so I decided to use that money towards a new car. After buying the new one, I left straight from the dealership to my home in ***********, **-- the car sat parked for the whole day Sunday. I then drove to work in Uptown *********, and on the way my tire pressure light came on. Today, 8/22/23, I took my car to the service station where the workers informed me there was a nail in the sidewall of one of my tires, and a s**** in another sidewall of a different tire. They paid for one new tire, but I was still out $230.00 to buy an additional tire for a car I have bought 4 days prior to this. Then, when I got home from the dealership today, a valve cap was missing off of the new tire. I am very disappointed with my service, I feel like I was take advantage of in a way because I am a young girl who doesn't know much about cars or what to look for. I paid for the service today to be completed and there is a valve cap missing off of the tire.

  Business response

  08/23/2023

  We are issuing her a refund for the tire she paid for.  It is our understanding that this will resolve the matter.

  Customer response

  08/25/2023

   
  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

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good day to everyone, I am writing this complaint in regards to my car being serviced on 06-09-2023 at Scott Clark Honda. I went in for a routine maintenance and inspections of my car as well as a couple of other things. First, thing was an oil change(check and fill all needed fluid), warning lights, and air bags. I left my car and went to work and returned on 10th of June 2023 to pick up my car and it overheated on the way home. They repaired air bag, stated third spark plug was bad - they replaced all of the spark plug, installed 4 new tires. I sent an email to Scott Clark Honda of ********* and I got a quick response regarding the issues. We discussed my issues; one being there was absolutely no fluid in the coolant and very little transmission fluid. Two, my thermostat was bad due to the overheating. Thirdly, transmission was no longer shifting properly. After leaving the car with Scott Clark Honda, I get a phone call that stated I now have a blown head gasket and it was previously there. I questioned *************************** about and wanted to know how that is possible? Considering at no point did anyone state this during the service of the vehicle and there were no issues like that prior to me leaving the car. They told me that I was responsible for this issue and not them. They want me to pay $4,000 for the repairs and I didn't have any major issues prior to going to Scott Clark Honda. I want them to do the repair my car and get it back on the highway. They are not being cooperative and don't understand why. **************** claim that there was some issues with 2018 Honda models regarding head gasket blowing out; yet when I spoke with ****** at Honda customer service assured me that my particular 2018 Honda was not affected by such an issue. I just want my car back in working condition. Not the excuses that everyone keeps trying to make me believe that I am irresponsible and don't take care of my car. I do not have any resolution at this point. ***************************

  Business response

  06/27/2023

  After speaking with the customer, we have reached a mutual agreement to perform the needed repairs at a discounted rate. ****************** agreed to this solution and is happy with the outcome. 

*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. ↩