Complaints

This profile includes complaints for Flow Automotive Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Flow Automotive Companies

  500 W 5th St Suite 1700 Winston Salem, NC 27101-2778

  
• 

  Flow Companies of Asheville

  621 Brevard Rd Asheville, NC 28806-2229

  
• 

  Flow Mini of Raleigh

  5600 Capital Blvd Raleigh, NC 27616-2932

  
• 

  Flow Automotive Companies

  1205 Bridford Pkwy Greensboro, NC 27407-2646

  
• 

  Flow Automotive Companies

  660 Huffman Mill Rd Burlington, NC 27215-5123

  

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:04/21/2025

  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.

  I took my car in for a oil change. To start with they had the wrong car down and had to go buy the right oil. I waited over 2 hours with a appointment. I asked the guy how long it was going to be because I had to be at work. Told me to wait a second and he would check and come tell me, never seen him again. My car uses synthetic blend oil, he put full synthetic in it and then proceeded to say that he knows nothing about ****. Well he should of said that to begin with and refuse to do the oil change Then I gets halfway down the road and they didnt fill the washer fluid up. Call back to Service manager with all these issues he said he was going to talk to the ** and call me back. That has been over a month ago and I have left numerous messages and have heard nothing. Now I have to use full synthetic oil because it has now been put in there. This was the worst customer service I have ever had!

  

  Business Response

  Date: 04/25/2025

  Our Service Manager spoke to the customer after her service visit. It was our understanding at this time that we addressed her concerns without a promised call back from the General Manager. We apologize for the lengthy wait time and for any inconvenience with the service visit. We followed up with the customer again on 4/23/25 and explained to her that she was fairly charged for the services rendered and shared the manufacturer's specifications for the type of oil that her vehicle uses either full synthetic oil or synthetic blend without causing any harm to the engine. Please see attached. The customer still does not believe us. We offered to top off the washer fluid and a complimentary oil change on her next service visit, but she declined. There's nothing more that we can do.
  

  Customer Answer

  Date: 04/25/2025

   I am rejecting this response because: he lied the service manager did promise to call me back and I never heard anything. I even called and left several messages. No why would I want them touching my car again after the wrong oil was used, I waited over 2 hours with a appointment and they didnt even tip the washer fluid off. I really trust them to mess with my car again, no thanks!!!!
  
  
  

• Initial Complaint

  Date:04/16/2025

  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.

  My 2013 Mini ****** was taken to Flow Mini on April 8, 2025 only because a recall notice was received. After the services were performed, the check engine light came on, and the service man stated that it was probably due to the short circuit in wiring, and now my gas needle sensor no longer works. Everything was working just fine prior to receiving the recall service. I immediately took it back, and the representative stated it woukd require a ****** diagnostic to find out what the issue is, and another ****** for at least 6 hours of labor to possibly fix the issue. This is totally not satisfactory to my liking, because this is something that I am sure occurred during the removal of the flooring to fix the recall issue, which now causes a short circuit in wiring. I woukd like the issue fixed, or provide me with a settlement to have it fixed at another MINI dealership of my choice. This is definitely an inconvenience and distasteful workmanship.

  

  Business Response

  Date: 04/17/2025

  Our Service Manager attempted to reach the customer on 4/17/25 and left a voice message but our phone call has not been returned. The vehicle came to us on 4/8/25 for maintenance and for an open recall. Please see attached. We followed the manufacturer's recommended steps to perform the recall by replacing the front sunroof drains and checked the vehicle for any water intrusion. There was no water damage and the carpet padding was dry to the touch. Please see attached for the procedure. The vehicle returned to us on 4/14/25 with an emissions warning light and our technician and shop ******* performed diagnostics and found faults for the fuel level sensor. Please see attached. We recommended removing the vehicle carpet to inspect the body harness that leads from the *** or Body Control Module (BCM) to the fuel tank. We cannot determine the root cause of the problem until further diagnosis is done. We are willing to take a second look at the vehicle to re-evaluate once we hear back from the customer.

  
  

• Initial Complaint

  Date:03/26/2025

  Type:Product 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 February 28, 2025, I purchased a brand new cadilac escalade from Flow Automotive companies. (VIN *****************) . I purchased the car from out of state. I took delivery of it on March 5, 2025 at 9pm. The car arrived with a filthy interior and with undisclosed damages. I am attaching a few photos of the condition of the car to this complaint. I notified FLOW by way of ****** ***** ******* of the unacceptable condition of the vehicle the morning of March 6. ****** acknowledged that this was unacceptable and she would seek to resolve the issues. However, over the last 20 days I have been unable to achieve a resolution. ****** said Flow agreed to have the car detailed for a cleaning, which has not yet happened. She also acknowledged the damage to the vehicle was not repairable. The damage to the vehicle was not disclosed in our purchase negotiations. I am requesting a refund of $5,000 dollars from FLOW or alternatively the ability to refund the car in whole and reimbursement for our shipping fees to ****** and back to **.

  

  Business Response

  Date: 03/27/2025

  Our Sales Manager has been communicating with the customer via email, phone and text messages since the concerns were brought to our attention. We apologize that the vehicle was not detailed to their satisfaction and offered to have it cleaned. We are willing to reimburse the customer for having the vehicle detailed once we receive a receipt of services rendered. We explained to the customer prior to purchasing the vehicle that this unit was used at a Wyndham event and there may be some minimal wear and tear on the vehicle, which is why we gave a substantial discount of $15,000 off of the vehicle. There is no way to replace the piece where "the damage" is and we are willing to offer $1000.00 as a goodwill gesture to address this minor issue.
  
  
  

  Customer Answer

  Date: 03/31/2025

   I am rejecting this response because:

  The offer to resolve the issues in my original complaint are not sufficient.

  I received a quote to have the car detailed for $405.

  I am in the process of getting quotes to have the undisclosed damage fixed. 

  This vehicle was sold to us as a new vehicle and the only disclosure I received regarding the condition of the vehicle was in regard to the mileage. 

  I am willing to settle this matter for $5,000.  

   

  
  

  

  Business Response

  Date: 04/03/2025

  Our Sales Manager sent the customer an email on 4/3/25 with the following offer to resolve this issue:
  
  
  1) We will cover the cost of the vehicle's detailed re-cleaning once we receive an invoice and send you a check for $2500.00 for customer satisfaction. 
  
  
  OR
  
  
  2) We will trade you out of the vehicle into another ******** and give you a trade allowance of what you paid for the Escalade. 
  
  
  We have not heard from the customer yet and we are waiting for them to let us know if we can agree to either of these options. 
  

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Thank you for re-evaluating.  We will accept payment of reimbursement for our vehicle's detailing and a check for $2500 for the cleaning and damage to the vehicle.  Please send the check for $2,500 to [my address]. I have scheduled the car detailing for April 11th and will send the invoice once complete. 

   

• Initial Complaint

  Date:03/26/2025

  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.

  I brought my vehicle to Flow ********** of ****** for repair. The specific issue I experienced was a rattling noise in the engine bay. I brought the vehicle in on August 28th, 2024. After diagnosing the vehicle, they concluded it needed a new timing chain. I approved the repair and paid for and picked the car up on October 15th, 2024. Upon picking the vehicle up, I noticed multiple problems that werent present when I dropped it off. The vehicle was slow to start, jerked and shook when driving, and ran rough. I immediately brought it back to them upon the suspicion the car was not properly timed. They assured me it had been timed properly. I then had the car towed to a different dealership, Leith ********** of Raleigh. There, they concluded the vehicle was indeed out of time. I contacted Flow ********** and informed them of these findings. They told me to bring the car back so they could look at it again, and after a few weeks, they stated it needed a new camshaft, which would require an additional $6000 of work. I could not believe this, as a new camshaft would render my car completely undrivable. I do not think theyre telling me the truth, and not only am I out of over $2000, Im scared to take it elsewhere due to not knowing exactly what they did to my car.

  

  Business Response

  Date: 03/31/2025

  Our General Manager contacted the customer on 3/28/25 and we offered him the option to either repair the vehicle or sell it to us at the current market price. We are waiting as the customer requested to make a decision.
  
  
  Thank you

• Initial Complaint

  Date:03/25/2025

  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.

  Bought a car from ********************************* through American Honda Finance. Car was stolen the day after Thanksgiving 2024. Went to Flow in Nov/Dec 2024 to acquire paperwork for my GAP claim. Couldn't finish GAP claim right away because their website was down. Was told by *** and GAP to get ahold of Flow for them to cancel my Service warranty & to get the payoff amount. Was told they would also try to get in contact with the dealership to do so & that the process should be done within a few weeks. Come to find out about 2 weeks ago that the process had never even been started, & had to make another car payment to keep from my account being sent to collections/credit bureau. Found out yesterday that *** has been attempting to contact them to get my warranty cancelled almost every week since Dec. 11, 2025. However, Flow has not returned their phone calls, emails, or other attempts to contact them for this issue. Was told that "cancelling service warranties is not their problem" & that "someone else is going to have to solve this". Got them to admit over the phone that this process should only take a couple weeks, but that they "couldnt do anything about it". Was told by *** that this was not true, & decided to test it out for myself. Went up to the dealership (which I was never told I COULD do, nor did they offer while I was there) & the process was started within 20 minutes of me getting there. I thought this wasn't your problem? When I mentioned this to the manager on duty, they said the reason they didnt was because "they dont offer to cancel things that the customer is willingly paying for". Except it wasn't willingly. It was because they didnt do their job, nor did they do as the law requires, to "answer cancellation calls promptly during normal business hours, & to ensure the process is straight forward & efficient". Now my credit is on the line if I dont make a SECOND $600 payment in less than 2 weeks, when this issue shouldve been solved by Jan. at the latest.

  

  Business Response

  Date: 03/26/2025

  Our Sales Manager spoke to the customer on 3/24/25 when she came into the store to address her concerns. We explained the process for cancelling the service contract, which cannot be handled over the phone and must be submitted in writing by the customer. We also explained to the customer how the funds will be dispersed to the lienholder,  American Honda ******************* (***) and we submitted the check for the service contract cancellation on 3/25/25. The customer's insurance ********************** deemed the vehicle a total loss on 12/10/24 which will determine how the *** claim is handled. We suggest the customer contacts the Administrator of the *** contract to determine what the next steps are by calling **************.
  
  
  

  Customer Answer

  Date: 03/26/2025

   I am rejecting this response because:
  
  Regardless of what was told to me on 3/25, they still failed to respond or notify me of this in any timely manner. My car was deemed a total loss on 12/10, and soon after ********** issued a payment to *** of over $19,000. There's no reason I should have received proper instructions on how to finish my claim, 5 months after it was filed. It is part of Hondas legal responsibility to again, "answer phone calls regarding cancellation in a timely manner during normal business hours and to ensure the process is handled efficiently".  Federal law surpasses your "policy". I have been told multiple times by multiple businesses, including Honda Financial, that there should have been no reason for me to have to come into the store 5 months after signing away POA, in order to be notified that I could OR should have come into your facility to get this cancelled. Had I been told in December, when *** first tried to contact you, or again when I came in to get my papaerwork, then this would have been handled by January at the latest.

  If this is a requirement your facility has, that should have been communicated to me a long time ago. Well before I've already made several extra payments, well before this has gone on for almost half a year, and well before I had to file a dispute in order to get this information. It is due to your failure to communicate effectively and efficiently with me - your "valued" customer - that I now am having to make ANOTHER payment. And who knows how many more I'll have to make before this is handled.

  How long would you have let me continue paying on this car before you notified me of the fact I needed to come into your facility to do this? Knowing this was the issue at hand (or maybe you would have known if you didnt ignore the many attempts AHF made to get in contact with you), and knowing this is what I've needed to do in order to finish my GAP claim. This is clear negligence. Had I not come in on my own, I never would have even known this was the case. Thats negligent.

  

  Business Response

  Date: 03/27/2025

  We spoke to the customer on 3/27/25 to apologize for any miscommunication in responding to her concerns sooner and assured her that we will address how it was handled internally to improve in the future. We explained the necessary steps that we have taken to ensure her concerns are moving in the right direction including the service contract cancellation which should be taken off of the principal payoff amount once received by American Honda Finance (AHF). She understands that we are at the mercy of AHF and the *** claim which have been submitted to finalize the value of the vehicle at the time of loss. The customer appreciated the call today to listen to her concerns and understands that we are working together to resolve this issue as quickly as possible.
  
  
  Thank you

• Initial Complaint

  Date:03/21/2025

  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.

  We purchased a brand new VW Jetta on January 31st. Less than two weeks later, with a 1000 miles on it, it had a complete transmission failure. It was completely undrivable and had to be towed back to flow dealership. We were told it needed a brand new transmission and that they would order one. We were also told that they would keep us informed about what was going on. That is the last we have heard from them, any contact we have had has been us calling trying to find out about our car, Flow has made no effort to get in contact with us, we have had to call about the car if we want to know whats going on. On March 14th we were told that they still did not have a transmission and that they could not give us an *** for it because of supply chain and that they would contact us to let us know what was going on. It is now a week later and we have had to call yet again to leave a message. At this point, if the car can not be fixed quickly then we expect to get a car for equal value or give us the loaner weve been given for the same price and payment as the ** we bought. Which ever would be the quickest solution.

  

  Business Response

  Date: 03/25/2025

  We apologize for the lack of communication and understand the customer's concerns with the vehicle. Unfortunately, the ********** Parts Helpline informed us on 3/21/25, there is currently no ETA available for the transmission. The customer purchased this vehicle elsewhere; however, we are willing to explore possible sales options including trading the customer out of the current vehicle, if they choose to do so. 
  
  

  

  Business Response

  Date: 03/25/2025

  We apologize for the lack of communication and understand the customer's concerns with the vehicle. Unfortunately, the ********** Parts Helpline informed us on 3/21/25, there is currently no ETA available for the transmission. We are willing to explore possible sales options including trading the customer out of the current vehicle, if they choose to do so. 

• Initial Complaint

  Date:03/18/2025

  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.

  Purchased a ******** xt5 on April 20, 2024. VIN # ***************** from flow ****** of ***********. Paid $17,000 cash with a $2000 trade in. The ******** has an extended ******* mile warranty. The car broke down starting a month after I purchased it. Since then it's been in the maintenance shop 6 different times. I drove to Statesville 3 times and back, to ************, now it is in ************* because it broke down again. The miles were driven not to my fault. I asked for my money back and was told No. But my car is not fixed, they said they couldn't find anything wrong with it. I have been treated so rudely and no one seems to care. Thank you for your consideration, I just need some help, please.

  

  Business Response

  Date: 03/19/2025

  Our General Manager spoke to the customer on 3/18/25 after we delivered her vehicle back to her.  We performed an oil change, tire rotation, alignment and performed multiple diagnostics at ******** WS and we were unable to duplicate any concerns. Unfortunately, the vehicle does not have any error messages or fault codes to determine what the customer states she is experiencing with the vehicle. As an act of good faith, we are willing to trade the vehicle if the customer chooses to. There's nothing more that we can do because the service work performed meets the standards of the manufacturer.
  
  

  Customer Answer

  Date: 03/20/2025

   I am rejecting this response because:
  To begin with,  the very first sentence in the reply from Flow is fraudulent.  The general manager nor Anyone else called me on 3/18/25. Neither before nor after my car was returned.  Days early the general manager told me in no uncertain terms that he would not stand behind an employee that stated he would add the miles the car had been driven to and from for repairs,  six times back to my extended warranty.  I also asked for my money back, just like several times before.  If Flow believes that this car is in 100% running shape I ask for them to just buy it back and we'll part ways. On their website they state "Flow  companies are defined by 3 simple principles:1-a covenant with customers to be a place that keeps its promises and is worthy of its trust. 2- a community of people who work together towards a common vision.  3- a ******* work towards the common good of every city where we do business."  It has been shown that Flow does not keep their promises nor are they trustworthy.  It has been shown that some of their employees do not work together towards a common vision. And if this is what ****** flow automotive group claims,  then they need to stand behind it because words are cheap. Thank you

  
  

• Initial Complaint

  Date:03/14/2025

  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 went to *** to have my vehicle serviced. I told ****** I specifically wanted the bank 2 sensor 1 02 sensor changed because I had a code for it. And instead they changed bank 2 sensor 2 and told me that if I wanted them to look at it it would cost extra. I believe they intentionally changed the wrong part to squeeze me for more money. They returned my vehicle to me with the check engine light still on and didnt care at all. After such negligent and callous behavior I didnt want to give them back my vehicle. I would like a refund so that I can take my vehicle to be serviced elsewhere because I left *** with the same problem that I came into the dealership with. They had my car for 12 days because they said they were waiting for a battery they also tried to charge me for an oil change they didnt do and I know they didnt do it because they didnt change the oil change sticker. I already knew what the issue was I had my own scanner thats why I went to get it serviced but they tried to act as if it was a surprise when the check engine light came back on they were trying to get me to pay to get the correct one replaced

  

  Business Response

  Date: 03/17/2025

  Our Service Manager spoke to the customer on 3/17/25 to address his concerns and apologized for any inconvenience. We agreed to schedule a service appointment to replace the sensor that he initially asked for at no charge to resolve the issue.
  

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:03/01/2025

  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.

  We bought this car February ****** and have had ongoing issues with the car. The right tweeter on the passenger isnt working, the wireless charger does not work, and the gas fuel is not reflecting the correct gas that the vehicle actually has. The first time I took the vehicle was February 11 with these same issues, the car was there the whole day and the technician told me all they had to do was an update on the car because nothing was wrong with it. I left and the car still had the same issues, I went back that same day to show them that I had the same issues, they advised they would order the tweeter and they would call me to have the issues further resolved. No one called me, I had to call a week later and they told me the tweeter was there and I can take the vehicle. I took the vehicle 2/25 at 10:30am, I dropped it off. The car didnt get worked on until 2/27, first they told me the speaker was working, then they said the wire was pinched, then the wrong speaker was sent, then they ordered an overnight speaker. 2/28 I pick up the car, I STILL have the same issues. I speak to multiple people and I keep getting the run around. Everyone has an attitude, no customer service, nobody knows whats wrong with the car and I keep losing days of work regarding the issue with the car when it is still covered under warranty with *****. I have shown proof of the issues with the car and yet still no one can fix these issues. On top of this, now the steering wheel is stiff and on highways the car can not stay still, its a recall that a lot of drivers of CX-90s have had and ***** knows about this. I want all of the issues on my vehicle resolved as soon as possible since its within its warranty. The car only has 9k miles and I dont have any other car.

  

  Business Response

  Date: 03/03/2025

  Our Service Director met with the customer and his wife on 2/28/25 to address their service concerns and apologized for any inconvenience. We have determined the wireless charger in the vehicle works but it is not a fast charger; the speaker works at low volumes and cuts out at high volumes and the concern with the gas gauge is intermittent but it will be addressed since finding a technical service bulletin related to the concern. We reached out to the ***** technical line for assistance with this issue and discovered this is an intermittent issue. We also addressed the steering wheel issue and agreed to check the vehicle for any open recalls. The vehicle is currently under the manufacturer's warranty for ****** miles or until 7/12/2027 whichever comes first.  We scheduled a service appointment for 3/3/25 at 9:00 am but the customer did not keep this appointment due to having an emergency situation to come up. We offered to reschedule a follow up service appointment but the customer refused and agreed to call back and reschedule at a later date. 
  

  Customer Answer

  Date: 03/03/2025

   I am rejecting this response because:
  
  The vehicle was taken on 2/25/25 at 10:30am to have all of these issues addressed and none of them were addressed. I showed proof that the gas gauge was not reflecting the correct gas on the vehicle, nothing was done. More than one individual saw that the right tweeter was not working and first I was told, I dont know why it does that, then I heard oh it does work, then I heard its normal for ***** vehicles to do this with only its right tweeter, then I heard there would be a more extensive look on the car because the right side seems to be off with wiring. When I brought up the wireless charging, the answer I always get is I dont know. The day of, I didnt even mention the steering wheel issue so I am not sure who you spoke to, on saying the car would be checked for open recalls when no one ever addressed this with me. ***** spent 4 days with my car doing absolutely nothing because yet still, I have the same issues. Yes, I got a call today regarding my appointment but its only because you saw that I filed a complaint with BBB or else nothing would have happened. But as your worker at ***** ****** said, as you understand we are human and we all make mistakes. Unfortunately I had a family emergency and wasnt able to take the car to ***** to waste another day which obviously is a waste of time because nobody is able to determine the real issues ongoing with the vehicle or find a solution to all of the problems the car is having. I know all of the issues with the vehicle have solutions because I have people I know who also have a ***** CX-90 and they have had these issues resolved in other dealers, so clearly its this particular dealer that doesnt know how to fix the issues that I am having. 

  

  Business Response

  Date: 03/04/2025

  We understand that we fell short of meeting the customer's expectations and we are willing to further diagnose the radio and fuel gauge concerns, if the customer would like for us to. We have further researched the fuel tank gauge concern and found a testing procedure that may require the need for a fuel tank, which unfortunately is backordered at this time with a possible release date of mid July 2025. Based on the fact, this vehicle was purchased as a used vehicle from a Honda dealership, the customer may want to address their dissatisfaction with the selling dealer or the customer may take the vehicle to any ***** dealer for assistance. Our goal is to provide the best customer care available and we are still willing to schedule a follow up service appointment to address the service issues if the customer chooses to.
  

  Customer Answer

  Date: 03/04/2025

   I am rejecting this response because:
  
  We have rescheduled an appointment to take the vehicle back in tomorrow 3/5/25 to drop it off to have a more extensive inspection on the vehicle to better determine the issues I am having with the vehicle which are the gas gauge reflecting the wrong gas in the vehicle, the right tweeter not working, the wireless charger, and the stiff steering wheel that causes me to lose control of the car while driving. 
  I am hoping that this time flow ***** can help us resolve all of these issues that the vehicle has been having for the past month. We bought the car from ******* Honda with 8k miles, yes, but the car is under warranty and because of that we must deal with ***** regarding any issues with the car that fall under warranty. 

• Initial Complaint

  Date:02/16/2025

  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.

  I purchased extended service contracts from ************* of ***************, ****************************************************************************************. The contracts were: ******************** Contract for New and Used Vehicles and First Mile Road **************************** Contract for new and used Vehicles. Both policies were provided by Total Warranty Service.After two denied claims, I asked for both policies to be canceled and refund. Both contracts state policy may be cancelled at any time. My request for cancellation was May 14, 2024 and I have NOT received refund. Keep telling me will take ***** weeks for a refund.I have emails for documentation.

  

  Business Response

  Date: 02/17/2025

  Our General Manager contacted the customer by phone and email on 2/17/25 but our phone call nor email has been responded to. We also advised the customer in August 2024 that we cannot issue a refund for the product cancellations; however, we provided an email address for ************************* who issued the service contract to properly address the concerns.
  
  
  Thank you