Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2024

  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.

  I purchased a used vehicle at Auto Fair Honda in ************* on August 13 2022. All papers were signed. I was supposed to be given the Carfax from the sales person named *** but never received it and was to say the least felt very rushed out of there since the sales person was very busy and seemed stressed or over extended due to her work load or schedule. Anyways as I was reviewing my papers and showing my boyfriend my new car I looked at the mileage on the odometer and it was not the same as the mileage on all of my paper work. I noticed this and contacted them right away. It was ***** miles different. The actual miles on the vehicle were ****** or so and not ******. I had to go back and resign all my papers with them to correct the error. I paid for a Carfax on the vehicle which is a 2022 Honda CR-V since they never gave me my copy to check the mileage that was reported on that Carfax and indeed that was not accurate either. It showed the miles to be ****** . One thousand miles over. I paid ***** dollars for this Carfax information and was promised to be re-embursed for it since it was their mistake and for my inconvenience of having to return to resign the purchase papers. My son was with me and the finance person whose name is **** no longer works there. That's what I've been told. I have called 2 to 3 times and spoken to customer service and left messages with them and a manager twice to ask again for the Carfax money that I was promised . I never get any response. They are ignoring me. I re-signed all of the papers to the accurate mileage without any explanations about the mistake on August 18th 2024. I just want my $***** back like I was promised and an explanation of how no one actually noticed the inaccurate mileage that was reported on this vehicle. I don't trust them especially since how I am being dismissed and ignored.Bad business practice.

  Business Response

  Date: 10/11/2024

  Thank you for bringing this concern to my attention.  The refund has been sent and my management team has called and left several messages.  Our ultimate goal is your complete satisfaction and I am sorry for the frustration we caused and the delay in getting the refund back to you.

  Please call me directly if you would like to discuss this further.  
  
  I greatly appreciate your business.

  Thank you,

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

  GM

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

• Initial Complaint

  Date:08/07/2024

  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.

  My van was brought in back in 2015 for a transmission fluid exchange I paid for the exchange as was annotated by the service manager. I took it in for a service a few months later and was told that the transmission required a fluid exchange.i was Also shown the fluid and how dirty it was. I had previously paid for in the past few months so they did not transfer or exchange of fluid on the first account and attempted to Bill me a second time for the same service which was incomplete however was charged invoice and paid for as completed previously.Then in May of 2024 I broughty Honda CRV in for ******* mile service, state inspection and clean and detail. I paid over $3600 to have it serviced and cleaned. Upon picking it up I noticed that it had been covered in yellow pollen. I didn't make any issue of it because I thought it was just pollen however after cleaning it I noticed that none of the yellow pollen was coming off. I tried to clean it two more times the pollen did not ever come off. I tried to bring it in and they kept me waiting too long so I had to leave. Later on I noticed that it started to have a shimmy so when I brought it in for the shimmy they told me it needs a torque converter and that it was a recall issue but never had mentioned anything prior also they told me they were going to replace the transmission fluid as a favor but I suspect it was not replaced during the recent service I had paid for in May of 2024 when it supposed to have been replaced in that service. On top of that they are claiming that the yellow spots paint. I paid them a lot of money to have it fully cleaned with a deep clean detail and that should have been taken care of if it was there before I picked it up because it was absolutely there when I picked it up only I thought it was pollen so I didn't mention it until I tried to have it cleaned several times and it didn't come off.

  Business Response

  Date: 08/09/2024

  I spoke to *** and ******************* about their complaint.  We walked through both service visits.  I appreciate the kind words regarding the team.

  When the vehicle was brought in with the judder concern we verified the concern, pulled codes, found 2 and checked for bulletins.  Per Honda's recommendations, we started with a software update and transmission flush, which we did at no cost.  *** and ******************* confirmed there is still a slight judder but the vehicle is able to be driven as is.  I told them we would email them a discounted quote to replace the torque converter if they decide they would like to do that.  I will make sure this is emailed to them by Monday.

  I do appreciate taking the time to speak with me.

  *************************, GM

   

• Initial Complaint

  Date:03/08/2024

  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.

  488 miles added onto car and can't explain y that happened. Tryed paying my off with $500 to keep my mouth closed about the miles. Paperwork was mest up and took a mouth for it all to go through. Defect in drivers door they won't fix. And the spring clock was broken they wouldn't fix it but I went to a different Honda and they fixed it w no problem. There customers service is just really off and they give u the run around and don't actually help u.

  Business Response

  Date: 03/11/2024

  ********

  I am disappointed to hear my teams attempt to resolve your concern have been unsuccessful.  I met with both the sales managers and service managers to review your complaints.  My team has been in place for many years and have proven to provide outstanding customer service.  Let's address your concerns one by one:

  -488 miles added to your vehicle- your vehicle was brought to our collision center which is 1.1 miles from the dealership and brought back to Autofair.  It is quite possible the miles entered onto the RO were entered incorrectly but I do not believe we drove your vehicle anywhere other than to and from the collision center.  

  -Tried paying me off to keep my mouth closed about it- I believe my management team offered a goodwill gesture in an attempt to ease the pain of being without your vehicle while we addressed the manufacturers defect.  The alignment has been fixed to the best of our ability.

  -Spring clock was broken and they wouldn't fix it- Our service team diagnosed your concern and found it was within the manufacturer specs and verified that other vehicles have the same characteristic.  We cannot replace a part under warranty that is not a defect.

  I do apologize we have not been able to satisfy your concerns.  It is our mission to provide an outstanding ownership experience for all of our customers.  I am more than willing to meet and discuss this further.

  Thank you,

  Jason L******

  GM

  Autofair Honda

  603-634-0710

   

   

• Initial Complaint

  Date:01/29/2024

  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.

  Date of service 1/19/2024. I brought my car in to have my remote starter fixed. They screwed up my key fob and blaming it on my cars battery and the fob. Said I need to replace the fob and it was going to cost over $350.00. The fob they screwed up is not the fob for the remote starter and was working FINE when I dropped it off!! now I have to manually lock and unlock my car but my remote starter works, even when the car is unlocked. They screwed it up, don't know how to fix it and now blaming it on me. The remote starter is supposed to be on lifetime warranty and now magically this is my fault and now my regular key fob is messed up. They told me I must have dropped water on my fob.. IT WAS WORKING PERFECTLY FINE WHEN I DROPPED THE CAR OFF. now it just blinks red. So upset. I don't have $350.00 just hanging around to replace a key fob they screwed up! I am requesting they do the job CORRECTLY or give me money to replace the fob THEY BROKE!

  Business Response

  Date: 01/29/2024

  Thank you for bringing this issue to my attention.  I did research your concern and we would like to work with you to help getting your vehicle working properly.  My records show you brought your 2014 CRV in on 1/18/2024, as you stated, with a complaint of "remote starter not working".  The remote starter is an aftermarket unit so we had the installer come and diagnose the cause.  They stated, "found 2 issues, car key fob is pressing buttons intermittently without you pressing anything and car battery is almost completely dead, remote start will stop working when car is jump started so customer needs to prioritize putting a new battery in car and then reprogram fob to vehicle".

  Based on their recommendations, it sounds like the battery should be replaced and the key fob should be replaced.  We are happy to work on both of these issues for you.  It is possible the key fob's battery could be replaced and we would be happy to see if that works for you.

  Please contact me and I will schedule this work for you at a time that is convenient for you.  Our mission is to provide a great ownership experience for all of our customers so we are here to help in any way we can.

  Thank you,

  Jason L******

  GM

  603-634-0710

   

  Customer Answer

  Date: 01/29/2024

  
  Complaint: 21202937
  
  I do not accept the business's response as a resolution to my complaint because: my battery is fine I had it tested at another garage over the weekend. I have not had to jump start my vehicle either. My key fob worked completely fine when I dropped it off. It now just blinks red and doesn’t lock or unlock my doors. Your technician said “I must have dropped water on it” more like you guys screwed it up and blaming it on me! 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:11/09/2023

  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.

  I purchased a 2024 Honda HRV and was never disclosed before purchasing that it was missing the blind spot indicators. Per KBB I paid above asking price for the vehicle with the blind spot indicators. When reaching out to the GM/Sales rep I was told that it was disclosed and that I would have to pay to add them. I sent screenshots of a car listed as No BSI and mine listed without the “ no BSI”. The company does not want to add them or fix this.

  Customer Answer

  Date: 11/14/2023

  Matthew (GM of sales) called and made a resolution. He handled this situation greatly and resolved my complaint. 

• Initial Complaint

  Date:05/17/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle from Autofair, the vehicle was totaled 4 days later I did purchase gap insurance the day of getting the vehicle. I was never given the full disclosure of the gap contract. giving the provisions and terms of the contract so long story short. I was only given the page that states gap will pay 120% percent of my NADA value. I contacted gap wondering why the vehicle wasn't paid off. They stated will if you look on page two, I stopped them right there and said what. I never got additional pages for this gap contract and gap emailed me the full contract and the full contract states they only pay 120% of what the difference is between net pay off and NADA. Very disappointed these documents were never given to me leaving me with a remaining balance on the vehicle.

  Business Response

  Date: 05/25/2023

  ****** ****** purchased the vehicle in March of 2022 and in his complaint he claims he did not receive all of the paperwork regarding his GAP waiver.  It is our process to print all paperwork and give everything to the customer at delivery.  The finance director talked to the customer and we reprinted the agreement and sent it him.  We have called multiple times over multiple weeks and have not been able to get back in contact with the customer.  If there are further concerns we are happy to meet and discuss them.

  Jason L******

  GM

  Customer Answer

  Date: 05/26/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: The consumer did not priovide BBB with the reason they did not accept the business's response to their complaint. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:01/20/2023

  Type:Sales and Advertising 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 bought the car in October 22. I noticed an issue with the headlights. They dimmed at random. I noticed the car was out of alignment. I noticed a missing mud flap for the front passenger side. I noticed several cosmetic infractions. I took the car to service, I insisted there was something wrong with the front passenger tire,axle or suspension. They fixed the alignment but dismissed my other complaints. At a later date I brought it back for the dimming headlights. I pointed out all the other things I’d discovered about the car. They fixed the headlights and dismissed my other complaints. I’ve now said more than twice this car had an accident and this information was not divulged at the time of the sale. This is a nut shell explanation, more to the story. At this point, It is concerning that the car is a certified vehicle and all these things were overlooked. I’m unhappy with the vehicle and would appreciate it if Honda would take this car back.

  Business Response

  Date: 01/20/2023

  Hi ******,

  Thank you for bringing this concern to my attention.  I see you have an appointment to meet with us tomorrow at 11:00 am.  I met with the team and we will be ready to help you.  We appreciate your repeat business and want to make sure you are 100% happy.  You are welcome to reach out to me directly at any time.

  Thank you,

  Jason L******

  O.  ************

   

  Customer Answer

  Date: 01/23/2023

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

• Initial Complaint

  Date:12/16/2022

  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.

  Hello BBB , So I recently received a letter from AutoFair Honda with a letterhead from Honda stating that they were going to give me a substantial amount of money for my used car so I went in on the date 12/10/22 and they made me an offer that was not even close as to what they offered me for the car I told them that it was false advertising and they shouldn’t be doing that . They claimed that it wasn’t them that sent out the letter although they called and emailed me multiple times as to when I was going to go into the dealership to claim my substantial used car offer. So i was very disappointed and let them know I was very disappointed. They had the audacity to send me another email offering me the same offer, just days later ,Unbelievable, I have attached the offer.. One more thing as a sidenote so my car is a 2018 Honda accord. It only has 9000 miles on it. It’s kept in a climate controlled garage. The car is brand new there’s no dust dirt dings dents. Nothing on the car. It’s essentially a brand new car, their offer was as you’ll see in the document provided a substantial amount of money adding up to approximately $31,000 for the car the stipulations were “that has less than 10,000 miles per year” blah blah blah “in good condition” blah blah blah . All lies . Anyways please let me know what can be done . And another sidenote so while I was in the show room, they had a car a 2022 accord same as my car for $31,250 so I told them that I’ll trade the car in for the 31,000 and write them a check for the 250 I went inside the car checked it out. It was beautiful, so when I made them the offer they said that’s not 31,250 it’s 37,000 . I said No, it’s right there on the window says 31,250 now I had just gone in the car there was nothing inside the car she goes oh there’s a paper on the seat that says it’s 37,000 . I understand they try to make money their salesman, but how they are doing it is in a very shady way, There were other people that were upset in there also. Sincerely ****** * ********

  Business Response

  Date: 12/28/2022

  Hi *******

  Thank you for bringing your concern to my attention.  I understand your concern and frustration.  I left you a voice mail yesterday and hope we have the opportunity to talk.  You past business is very much appreciated and the last thing I want is to upset you and lose a valued customer.

  The mail and email you received states you could receive $23,709 for your Accord.  I agree, based on the notes, your vehicle is very well maintained and in great shape.  I am able to give you that amount as a trade value, as it states in the letter and email.  The attachments you sent did not include the disclaimers.  I believe you were expecting to get the $23,709, as stated, plus the $6,774.  That $6,774 amount is the amount over KBB fair value as calculated, which is better explained in the disclaimer.  I can understand the confusion and will make sure the verbiage is more clear in future mailers.  I think that is an extremely aggressive trade value.  You purchased the vehicle in 2017 for $25,400, therefore you entire depreciation over the last 5 years is $1691.

  I can be reached directly and do hope to have the opportunity to speak with you.

  Best regards,

   

  Jason LaCroix

  GM

  Autofair Honda

  603-634-0710

• Initial Complaint

  Date:07/05/2022

  Type:Sales and Advertising 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.

  6/7/2022 I went into the dealership to buy a car they didn't tell me what I was signing for and told me I was getting my old car back that I didn't know I was starting to buy a new car they didn't tell me what my interest rate or my monthly payments when I asked for my old car back or my trade in they said they can't help me I've been battling this for 20 days I went in a week later to switch a vehicle and they said no I just want my money I put down back this very shady place be careful

  Business Response

  Date: 07/05/2022

  We are currently working with the customer to try to solve his concerns.  I will respond as soon as we come to a resolution.

   

  Thank you,

   

  Jason L******

  GM

  Autofair Honda

  Customer Answer

  Date: 07/07/2022

   
  Better Business Bureau:
  
  The issue has been resolved
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/09/2022

  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 financed a Honda Accord 2018 10 months ago, only put 7-8000 miles and went back for a inspection and my shocks is messed up. I did all my services with Honda autofair, and Everytime they gave me a status report on my car. I went for my 60,000 mile tune up in JAN and was told all I need changed is transmission fluid and brake fluid, I was also told my brakes lining are getting to a a point where I have I will have to change soon. I went back for my inspection in MAY and my shocks and struts was super bad and all of a sudden my break Lining was perfectly fine. From JAN to MAY I only put about 2000 miles and I barley drove. This lead me to believe they are not consistent with the services that’s being provided. It also made me lost trust because why is certain stuff bad then later on good. And for my shocks how wasn’t this noticed when I went to the 60,000 mile the up I went from no problem to it’s bad!

  Business Response

  Date: 06/01/2022

  To:  BBB

  We have reached out to ****** ***** to discuss his vehicle and the inspections.  We are waiting for a call back.

  We did two axles under warranty for two ripped boots.  The vehicle has a leaking strut and three broken studs on the mount.  This could have been caused by hitting a pothole or curb after the visit.  The brake linings have stayed on track and we advised the brakes were getting low and at some point in the future the vehicle would need brakes.

  I will report back after we communicate with the customer.

   

  Jason L******

  GM

  Autofair Honda