Complaints

This profile includes complaints for Apple Tree Honda's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Apple Tree Honda

  242 Underwood Rd Fletcher, NC 28732-9634

  
• 

  Apple Tree Acura

  193 Underwood Rd Fletcher, NC 28732-8634

  

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:03/30/2025

  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 December 16, 2024, I brought my car to Apple Tree Honda for a recall service. This was my first time visiting this dealership. I was told the work would be completed by the end of the day. However, as closing time approached and I hadnt heard anything, I called to check in and was informed the car wouldnt be ready until the next day. As a one-car household, this created a significant hardship.The following day, the dealership called to inform me that my car had been involved in an accident while in their care. They downplayed the situation over the phone, but when I arrived, I saw extensive damage to the rear and left side of the car, involving at least two panels.The dealership agreed to repair the damage, but the quality of the work was poor. Only one rear panel appeared to have been replaced, and the paint does not match the rest of the car. The paint is already peeling, and the two panels no longer align properly. They attributed this to a previous repair supposedly done before I purchased the car, but there was no visible damage when I brought it in.Whats worse, my engine lights came on after the recall service, and although they were supposed to address this during the accident repair, they failed to do so.Throughout this experience, Ive received poor communication and substandard service. Despite my clear requests and the dealerships awareness of what needs to be done, they now refuse to make further repairs, claiming theyve done their best. I should not be returning from a recall appointment with a car in worse condition than when I brought it in. I feel like Im being taken advantage of, and this entire experience has been incredibly frustrating and disappointing.

  Business Response

  Date: 04/17/2025

  Dear ********* **********,
  Thank you for your message and for taking the time to share your concerns. We truly regret that your experience at Apple Tree Honda has not met your expectations.
  After thoroughly reviewing the vehicle during the repair process, the body shop pointed out observed signs of prior body work that appeared to have been done incorrectly before the vehicle arrived at our dealership. This existing damage significantly impacted the alignment of the panels and the ability to match the paint accurately.
  Please know that our team did its best to make the necessary repairs, given the condition of the vehicle and the limitations created by the previous repair work. We did replace a damaged bumper and performed refinishing as part of our commitment to take responsibility for the accident that occurred while the vehicle was in our care. However, the existing structural and cosmetic issues limited the extent to which a perfect repair could be achieved.
  We understand your frustration and sincerely apologize for the inconvenience this has caused. While we believe weve made every reasonable effort to correct the issue, we are sorry that the final result has not met your expectations.

• Initial Complaint

  Date:09/16/2024

  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.

  The dealership sold a vehicle that was advertised as with options in good working order and the vehicle is inoperable. Spoke to GSM ***** ***** about the situation and was hung up on in the middle of my conversation asking the dealership to own up their fiduciary responsibilities selling vehicles to the public that run and the equipment works at point of sale.

  Business Response

  Date: 09/23/2024

  This vehicle was a 1981 DeLorean classic car that was sold AS-IS, and signed by the customer as that. There was no advertised condition of the vehicle other than it was sold AS-IS. The client bought this unit off-site and had it shipped to him. There is no warranty or expressed condition on this type of vehicle. 

  Customer Answer

  Date: 09/23/2024

   
  I am rejecting this response because: The vehicle was marketed with a window sticker showing equipment that was inoperable and the dealer was aware of these items and did not disclose them to the buyer. A buyer believes the items on a vehicles window sticker are equipment that is in good working order at time of sale. This vehicle was on their showroom floor for 8 months and when they drove it off the showroom they should have communicated to me these issues. How many other vehicles are on this dealerships showroom floor with inoperable equipment? That is good faith business not buyer beware business that this dealership is conducting themselves under stating the vehicle is sold as is. The photo of the window sticker is too large to submit. Id be happy to email a copy of it for review.
  
  

• Initial Complaint

  Date:07/24/2024

  Type:Billing 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.

  billed for part not received

  Business Response

  Date: 08/09/2024

  The client asked for a special order part that was pre-paid before it was ordered from Honda. When the part came in the client said this was not the part he needed and asked for his money back. He was told there is no refund with a special order part at the time of purchase which was the case with this order. The client has since disputed this with his credit card and at this point there is nothing further we can do to help him. 

• Initial Complaint

  Date:07/15/2024

  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.

  This has been an ongoing matter with Apple Tree Honda which I thought was resolved a few years back. On July 2nd I was washing my car here at home and noticed paint chips on my sponge after washing the roof. I looked up there and a big section was peeling. I immediately called the body shop that Honda used for the warranty extension to paint the roof. Thats when I found out the entire roof panel was not painted. The Honda Service bulletin ****** states that the corrective action for the peeling paint was to repaint the entire affected panel. The body shop first aid collision of ******** nc owner *********************** had me send him pictures of the peeling. He contacted the dealership with the photos. I also have contacted the dealership several times. The service manager said there was nothing he could do. America Honda open up a case and told me to escalate it with GM of the dealership. I cannot get him to call me. The vehicle has been painted twice in regards to this issue 1/27/21 ******* Honda paid (only painted the spot peeling not the entire roof)The next time they called it a goodwill offer but I paid the most 3/4/22 ******* ( I paid right at $4000 My complaint is if they would have followed their own standard for correcting the issue with the pain my roof would not be peeling in the same way as before. I just want them to correct the issue and paint the entire panel of the area according to the warranty extension.

  Business Response

  Date: 07/16/2024

  Apple Tree Honda is not the administrator of the paint warranty or the body shop that has done the work. This situation is between the customer and American ****************. I know there is a case with Honda, but this vehicle is outside the warranty extension time parameters. That is why Honda is unwilling to do anything further. They have already granted a goodwill repair in 2022 for the last paint correction. I have attached a copy of the Honda warranty extension to this letter stating the time frame. Unfortunately, this vehicle is way outside the time range of this bulletin as it was originally sold on 6/2014. The warranty extension only calls for a 7-year extension.
  This dealership has nothing to do with warranty other than submitting the claim to American Honda. We do not determine what and when things are covered by this bulletin or the vehicle's paint. There is nothing Apple Tree Honda can do about this. We are sorry for any confusion on this matter. 

• Initial Complaint

  Date:12/15/2023

  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.

  We paid a $500 deposit on a car that was being built and would be delivered about 4 weeks later around Thanksgiving. When the car arrived we didnt agree to the dealerships added $2,500 worth of junk fees for floor mats, oil changes and car washes and decided to not purchase through Apple Tree Honda. We were told on November 27th that we would receive a reimbursement check for our deposit. More than two weeks later I called to inquire about the check and was told I would receive a callback but that did not happen.

  Business Response

  Date: 12/15/2023

  ****,

  I sorry to hear this, but I am having trouble locating your deposit with us. We do not show you in our system at all, was it under a different name by chance? We are showing no records of anyone at this address at all. Do you by chance have a copy of the deposit receipt or even what sales person you were speaking to on all this? Can you give me the date you let this for us to try to look that way also?

  Best,

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

  General Manager

• Initial Complaint

  Date:10/23/2023

  Type:Product 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.

  Refund for wheel locks and repair rear bumper damage

  Business Response

  Date: 10/31/2023

  I have spoked to ****************. We are reimbursing **************** for the wheel locks and needed bumper repair. Customer is happy with the resolution.

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

  General Sales Manager

  Applet Tree Superstore

• Initial Complaint

  Date:09/25/2023

  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 made a service appointment at Apple Tree Honda to have a ************ inspection performed. When I arrived, on time, I was immediately greeted by a young woman who told me someone would be with me shortly as she covered my car seat with plastic for protection (noting that she did her job). I waited 15 minutes by the door of my car in a room with 5 "service advisors", only one or two of which were with actual customers. The rest were walking around doing who knows what while the others punched away at their computers. This made me feel uncomfortable standing there like an idiot while no one helped me. I went inside to the lounge and then told the woman at the pay counter than I was tired of waiting to be helped so I left my car parked in the middle of their garage. She didn't bother to inform anyone (yet another employee not doing their job). 30 minutes later I looked to find my car still sitting there. None of the "advisors" bothered to ask themselves why it was there. I again approached the woman at the pay counter and this time I expressly asked to escalate to "any adult in charge", since subtlety didn't work with her. Very shortly a man who claimed to be the service manager approached, asked me what was wrong, and said he'd take care of it. 15 minutes later my car was done as it should have been a hour before.I want the owners of the business to be aware that their staff actively ignored a customer sitting in the middle of their garage in the service line with a car. Why is that person and car there? Hum? Oh, maybe we're a service department. How about some service. This can't be blamed on the "system", it is the fault of the people. If it were happen again, which it likely won't since I likely won't return, I would consider getting an attorney to investigate why were they intentionally ignoring me. Unless all 5 were blind, there had to be a reason for their discrimination.*********************** 2013 Honda CR-V

  Business Response

  Date: 10/03/2023

  Dear **************,

  I hope this message finds you well. I would like to extend my sincere apologies for the disappointing experience you had at Apple Tree Honda during your recent service appointment. Your feedback is invaluable to us, and I want to assure you that we take your concerns very seriously.

  Firstly, I want to apologize for the extended wait time and the lack of attention from our service advisors upon your arrival. It is not the level of service we strive to provide, and we understand your frustration. I can assure you that your experience does not reflect our usual standard of customer care.

  I am grateful that you brought this matter to our attention, and I want to assure you that we will take immediate steps to address the issues you raised. Our goal is to provide efficient and courteous service to all our customers, and we fell short of that during your visit.

  I have spoken with our service manager, and we will be conducting a thorough review of the incident to ensure it doesn't happen again. We will also reinforce our staff training to emphasize the importance of promptly attending to our customers' needs.
  I understand that you may have reservations about returning to our dealership, but I hope you would consider giving us another chance to provide you with the level of service you deserve.

  Thank you for bringing this matter to our attention, **************. We genuinely value your feedback, and it is through customer input that we can improve our service. If you have any further concerns or would like to discuss this matter in more detail, please feel free to contact me directly at ****************************************.

  Once again, I apologize for the inconvenience you experienced during your recent visit, and I hope we can regain your trust in the future.
  Sincerely,

  ************************************;

  Operations Director

  Apple Tree Automotive

• Initial Complaint

  Date:06/16/2023

  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 May 1, 2023, my husband and I went to AppleTree Honda (242 *********************** Suite A, ********, ** *****) to purchase a new car. We put down a $500 deposit toward an HR-V on our credit card. Several weeks went by and we still hadn't been updated on the status so we decided to get a ****** instead. During the week of May 19, 2023, my husband tried to contact the dealership multiple times and was given the run around. They kept transferring him to different people and telling him to leave a message which he did. No one ever called back. I called them on 6/2/23 and spoke to my salesperson (****) and he said he would get me the refund. I received no refund and no information regarding it. A week later, I called them again. They said to wait a few more days because they mailed a check. They literally told me the check is in the mail in 2023. Most places just refund it to the credit card. But again, there was no refund. No check in the mail. I called them again on 6/12/23 and spoke to the manager, ****. He said the check had been mailed on 5/30/23 and I should have received it. I told him that I hadn't and he said they would cut another check and mail it. It is now 6/16/23 and I still haven't received my money back nor have I received any information regarding it. I am very frustrated by the whole process. It's been 3 weeks and I am still trying to get my refund. I'm accruing interest on money that should have been returned weeks ago. I'm not sure what the issue could be. I want my money back.

  Business Response

  Date: 06/29/2023

  Sorry for the delay, the person that received the complaint was out of the office. The first check was cut on May the 30th and returned back to ** for a undeliverable address. We have since cut another check and the client has come by the store to pick it up. At this time this matter has been settled.

• Initial Complaint

  Date:06/05/2023

  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.

  Lets get all legal out of the way by stating all words here are just my opinion of our purchase of a 2023 Honda Accord Hybrid Sport L from Apple Tree Honda on 5/25/2023 for $37400...which was over $2000 more than agreed upon price. Car had 137 miles from Manager driving it. They refused to remove the $1999 Honda Protection Plan. The Salesman ************ and Manager ************ both said Plan was not negotiable and we couldnt buy the car if we did not pay. Thats Illegal! The Plan is - 4 wheel lock nuts - 1 trunk mat - Interior/Exterior Diamond sealant?- Oil changes we could not use living 1 1/2 hours away. Non Honda reviews have them at 3.1 out of 5. That a 62% rating people. I wish I had checked and they did not have the color car my wife wanted! **** fumbled about showing the car. He did program my wifes phone and some door lock preferences? That was it until after papers were signed. Most importantly, she never got to test drive the car because the *************************************** and drive car like a non hybrid car. He tried to further explain the car in the dark out front of the dealership past 9pm. He then just left us in the dark in front of the dealership saying call me if she doesnt like it and well get her something else.Less than 10 hours later I called **** at 7:55 am the next morning asking to do just that. He texted me back over 4 hours later (I guess after they made sure our check had cleared) and said, Spoke with my manager and he cant unwind the deal .. to trade for the Ex Would be an even swap I am with a customer right now. Just so everyone knows, an Accord Ex is $31,000 out the door. We just paid $37,400 I then tried to speak with ************.. the General Sales Manager. Receptionist would not give me his number, his email, but she did transfer me to his full voicemail...never got to speak with him either. Nice business model Apple Tree Honda has. I filed a claim with FTC (report #*********) and with NCDOJ...

  Business Response

  Date: 06/08/2023

  Please see attached letter

  Customer Answer

  Date: 06/12/2023

   
  I am rejecting this response because:
  ************************* is not accurately representing the details of the all in out the door pricing of $35,000 agreed to by *********************.  Additionally he is misrepresenting the saved texts messages I have from ********************* detailing exactly what was said and shading those texts messages to fit his narrative of events and facts of the transaction that do not exist, have never existed and will never exist. The text messages are clear, concise and are from *********************.  There is no question ************************* used several words from these texts messages inaccurately to describe the opposite of what happened.  Creative but untrue!

• Initial Complaint

  Date:05/12/2023

  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.

  We recently purchased a brand new Honda Odyssey from Apple Tree Honda in ********, **. During the purchasing process we experienced a lot of issues with the paperwork process. We sat for a long time providing information to the sales person only to have to correct or provide the same information to the finance person while signing paperwork. One of the issues was we had told the sales person we wanted to transfer our license plate from our old vehicle to the new one. This did not make it to the finance person. We had to again tell the finance person we wanted to transfer our license plate. He assured ** that was fixed. So imagine our surprise when a brand new plate arrived out our house along with the new registration. There was no way for ** to know since the cost of this was buried in the sales tax line of the purchase paperwork. Part of the dealer experience is they handle all the paperwork for the transaction. I have reached out to the dealer multiple times over the course of almost a month now without resolution. Since they made the mistake and overcharged ** we would like a refund from the dealer for the cost of the new license plate. The ****************** does not offer refunds in this circumstance per their website. I have also confirmed this with the county clerk office where I live. The dealer keeps insisting I need to return the new plate and the state will refund me which is incorrect. Im not asking a lot here, just that the dealer reimburse me for their mistake.

  Business Response

  Date: 05/13/2023

  Dear *******************,

  
  Thank you for bringing this matter to our attention and for speaking with me on the phone today. We are sorry for any inconvenience that you have experienced. I am glad we were able to reach a resolution on the matter and If you have any further questions or concerns, please do not hesitate to contact **.
  

  Sincerely,
  

  *********************
  General Sales Manager
  Apple Tree Honda
  ******************
  
  
  

   

  Customer Answer

  Date: 05/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint. The manager I spoke to was very polite and apologetic for my experience. The resolution agreed to is acceptable to me. I would however like the complaint to remain open until I have received the refund for the overcharge which I was told will be mailed to me this week, but until I receive it I would not consider this matter resolved.
  
  Thank you.