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:09/18/2024

  Type:Delivery 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 bought a car with my daughter for her and was giving paper work with the wrong lien holder and my ****** was sent too the wrong bank now they need to fix it and it's been months swich and bait. Don't know how they can switch sined paper work like that and not tell the buyer need this resolved asap or we will be paying for a car we will never get a ****** for and not really own when done paying

  Business Response

  Date: 09/25/2024

   

  The customer ********* ******* purchased a vehicle in July 2024. There was indeed a clerical error where American Honda was listed as lienholder instead of ****** The title has been issued. We are in the process of retrieving the title from Honda. Once we have the title in hand we will be correcting the lienholder to read ****** We will need the customer's signatures on the corrected NH title application and a title re-assignment form. We spoke with the state of ** title bureau today and confirmed title was issued and mailed to Honda. We also spoke with Honda today who confirmed that they do have the title and will be returning it to us by end of week. We will be contacting the customer as soon as possible for their signatures.

   

  Thank you,

  **** ******

• Initial Complaint

  Date:07/05/2024

  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.

  On May 24, 2024, I signed a contract for a vehicle purchase with PETERS HONDA Nashua. The vehicle was delivered to me on May 29, 2024. From the onset, I encountered several issues related to overcharges and unauthorized add-ons. The dealer charged an administrative fee of $500, which I believe is unjustified. I was charged $300 for title fees, which I believe is excessive.The dealer included optional add-ons such as VSC ($3,499), ************* ($1,195), and Road Hazard Protection ($1,670) into the financing without my agreement. These add-ons were not clearly disclosed during the sale process.Upon identifying these issues, I immediately contacted the dealer to resolve the matter. However, the dealer has been unresponsive and uncooperative, engaging in delaying tactics rather than addressing my concerns.The dealer owes me a total refund of $7,164, which includes the unauthorized charges and overcharges.The loan associated with this purchase has already been posted on my credit report, causing further complications and potential damage to my credit score.I request that PETERS HONDA Nashua refund the total amount of $7,164 immediately to rectify the overcharges and unauthorized add-ons. This resolution should be completed within the allotted timeframe as per my dispute.I feel it is crucial to share my experience to inform potential new clients about the recent first time challenges I have faced with PETERS HONDA Nashua. The issues of overcharging, unauthorized add-ons, and unresponsive customer service have caused significant frustration and financial strain. I advise prospective buyers to thoroughly review all terms and conditions before finalizing their purchase to ensure they understand all charges and contract details to avoid similar issues.

  Business Response

  Date: 07/22/2024

  Hello. We have prepared our response in the attached files. Please advise. 

   

  Thank you. 

  Customer Answer

  Date: 08/01/2024

  Dear BBB,

  I am writing to formally rebut the dealers response concerning my recent complaint and to highlight their ongoing lack of cooperation and transparency.

  Below, I address the dealers response, present critical issues, and assert my consumer rights.

  
  Summary of Issues:
  Throughout this process, I have consistently presented two viable options to Peters Honda of Nashua. First, I requested a refund of the charges incorrectly assessed while leaving the installment agreement unchanged, emphasizing the importance of the refund being issued directly to me rather than the lien holder, as the loan's posting has already negatively impacted my credit score by three points. Alternatively, I proposed rewriting the installment agreement with the correct and original terms if the refund is to be issued to the lien holder, ensuring accountability. My primary request has been for Peters Honda to rectify the situation appropriately. I communicated these preferences clearly to **************, especially noting the best times to contact me, given my active-duty military status and the time conflicts with Peters' management calls, which have not yet provided plausible resolutions. In light of the facts, I strongly believe that the dealers actions have violated several consumer protection laws. The fact that my contract was signed at Peters Honda Nashua, while the vehicle registration took place in *************, demonstrates that the dealer was obligated to comply with both ************* and ************* regulations. Despite this, the dealer failed to provide the mandatory boldface complete disclosure of terms, as required under both MGL 93A and RSA 361-B. Additionally, their practice of pre-filling forms deprived me of my right to accurate information and fully exercising my consumer rights. While no federal law mandates a cooling-off period for vehicle purchases, their apparent disregard for MGL 93A and RSA 361-B suggests a concerning pattern of practices that may not align with fair consumer treatment.

  Administrative Fees Overcharge: $500
  Title Fees Overcharge: $300
  Unauthorized Add-ons: VSC ($3,499), ************* ($1,195), and Road Hazard Protection ($1,670)
  Loan Posting on Credit Report

  My stance is supported by the following key points:
  Peters Honda has not adequately justified or addressed the administrative fee overcharge.
  The dealer has overcharged for title fees, potentially in violation of consumer protection laws.
  The dealer has included unauthorized add-ons without proper disclosure and consent.
  My request for a refund is reasonable and presents clear options for resolution.
  The dealers communication strategies appear to delay rather than facilitate a genuine resolution.
  The loans impact on my credit report underscores the need for prompt and adequate resolution.

  Total number of Exhibits: A registration, B Consumer Credit, C, Online Advertisement.

  Right to Information and Right to Choose: 

  My right to accurate and truthful information was compromised when the dealer did not provide necessary details about additional coverages and fees before I signed the agreement. The dealers approach deprived me of the opportunity to make an informed decision. The right to choose between alternatives, protected under anti-trust and unfair competition laws, was not honored, as I was not given a fair opportunity to consider other products or services. The dealer's actions led to an unfair and deceptive sales process.
  Right to Be Heard:

  The right to be heard is a fundamental guarantee to consumers, ensuring that their complaints are taken seriously and addressed appropriately. Despite multiple attempts to resolve these issues, including certified letters, emails, and phone calls, the dealers responses have been insufficient and evasive. I hope that my complaint to the Better Business Bureau will lead to these concerns being properly addressed by Peters Honda of Nashua.

  Dealer's Concealment of Material Facts: The dealer consistently failed to disclose material facts necessary for making an informed decision. Prior to signing the agreement, I was not informed about the administrative fees beyond the advertised amount, unauthorized add-ons, and the full financial implications of the financing terms. For example, key information was only provided in an email from ********************* on June 11, 2024, after I raised concerns, suggesting an intent to withhold critical details until after the agreement was signed. This lack of transparency undermines the trust necessary for a fair and ethical transaction.
  The dealer's actions have not only caused me significant financial harm but also considerable stress and anxiety. The persistent lack of transparency and accountability has left me feeling misled, undermining my confidence in the fairness of the transaction and the dealership's integrity. I trusted Peters Honda of Nashua to conduct business ethically and honestly, but their conduct has led to significant dissatisfaction.
  To rectify this situation, I seek a full refund of the overcharged fees and unauthorized add-ons, paid directly to me. Additionally, I request a formal correction of my credit report to restore my score, which has been unfairly affected. Alternatively, if the refund is to be issued to the lien holder, I request that the installment agreement be rewritten to reflect the original terms without the erroneous charges. This will ensure accountability and transparency, providing a fair resolution to this troubling experience.
  Thank you for your attention to this matter.
  
  Exhibits Submitted by Dealer:
  In my rebuttal, I emphasize how the dealer failed to uphold basic consumer rights, including my right to accurate information, the right to choose, and the right to be heard. The dealer's actions have violated both federal and state consumer protection laws, showing a clear pattern of deceptive practices. My demands for a refund and a fair resolution are not just justified; they are necessary to address the financial harm caused by the dealer's misconduct.
  
  The email version of the certified letter from me on June 10 clearly outlined all my concerns and requested resolutions, including addressing the overcharges and unauthorized add-ons. However, The dealers response fail to address these concerns, as evidenced by the continued issues and lack of resolution.
  The agreement was signed on Friday, May 24, and delivery was made on Wednesday, May 29, 2024. According to the dealers business hours:
  Mon - Thu: 8:30 AM - 8:00 PM
  Fri: 8:30 AM - 6:00 PM
  Sat: 8:30 AM - 5:00 PM
  Sun: 11:00 AM - 4:00 PM

  
  If accurate, this schedule shows that all my phone calls prior to delivery/pickup went unanswered and unreturned by the dealer before the delivery on Wednesday. This is highly suspect of the dealer's good faith in this transaction. I believe I was deprived from the outset of my consumer protection rights, which prohibit PETERS from advertising a price without including registration and required fees, only for me to find out that charges were increased later. This seems like a classic bait-and-switch tactic, a legal cause that challenges the agreements good faith nature, as per MGL 93.
  Furthermore, the dealer never initially disclosed that the vehicle delivery would take longer than the standard three business days. This is especially troubling since the vehicles registration wasn't completed until the 29th, leaving me without any recourse to protect my consumer rights (see my Exhibit A Registration).
  According to MGL 93: Section 48 and RSA 361-B:
  Because the law mandates that consumers are entitled to clear and complete information about their rights, sellers must provide:
  1.     Lack of Proper Disclosure
  2.     Pre-Filled Forms
  3.     Failure to Correct Omitted Terms
  4.     Misrepresentation and Lack of Oral Disclosure
  In this case, the dealer also demonstrates a broader pattern of deceptive and unfair practices. By not providing the required disclosures and pre-filling forms, the PETERS HONDA denied me my rights and the opportunity to make an informed decision. This shows the dealers lack of genuine intent to resolve the issues and highlights their bad faith approach throughout the transaction.
  
  Exhibit 2:
   While a cancellation form was provided in email attachment, the response narrowly focused only on the add-ons, while unmistakably ignoring other significant overcharges brought up. It is my assertion that administrative fee overcharge or the title fee overcharge were included outside of the scope of cost advertised. 
  Exhibit 3:
  These documents were signed under the false impression that all charges were legitimate and disclosed. However, the add-ons were not clearly explained or agreed upon, which constitutes a deceptive practice. The dealer has failed to provide evidence of clear and informed consent.
  Exhibit 4:
  This email was a courtesy acknowledgment and did not imply satisfaction or resolution of the issues. It merely recognized receipt of the dealers communication.
  Exhibit 5:
  The explanation provided did not address the overcharges or unauthorized add-ons satisfactorily. The dealers proposal was insufficient and did not resolve the financial impact caused by their practices.
  Exhibit 6:
   This email reiterated dissatisfaction due to the dealer's inadequate response to the overcharges and unauthorized add-ons. The dealers narrative fails to address the core issues highlighted in this email.
  The re-sent cancellation form still did not address the overcharges related to the administrative fee or the title fee. By pre-filling the cancellation form, the dealer continues and intends to deprive me of my consumer right to accurately provide information and fully exercise my autonomy in completing the form. This tactic is emblematic of the dealers bad faith practices, which included coercing me into agreements without full disclosure and obstructing my ability to assert my consumer rights and interests. The dealer's repeated emphasis on the add-ons, while neglecting to resolve the core issues I raised, clearly demonstrates a lack of genuine intent or good faith effort towards achieving a comprehensive resolution.
  Exhibit 8:
  Multiple voicemails without substantial follow-up indicate stalling tactics rather than genuine attempts to resolve the issues. The dealer's communication lacked actionable solutions.
  Exhibit 9:
  Requesting a better contact number while not addressing the fundamental issues does not constitute effective resolution. This is another example of the dealers delay tactics.
  Exhibit 10:
  This email was another attempt to resolve the issues amicably. The ongoing communication demonstrates my consistent efforts to seek a fair resolution, which were met with inadequate responses.
  Exhibit 11

  The re-contracting option was inherently not viable due to the loan already posting on my consumer credit report, causing further complications which neither ******************** or ****** intends to address. The dealer failed to provide a satisfactory alternative. (See Exhibit B email of loans screen shot)
  Exhibit 12:
  Response from ************** on June 25 with questions.
  Rebuttal: My questions only sought clarity on unresolved issues. The dealers inability to provide clear answers thus far highlights the inadequacy of their proposed solutions.
  Exhibit 13:
  Email from *************************** on June 26.
  Rebuttal: This email did not provide new or actionable information. The dealers response continued to deflect from the core issues of overcharges and unauthorized add-ons.
  Exhibit 14:
  Email from **** on June 27 explaining re-contracting.
  Rebuttal: Again, merely repeating the re-contracting option without addressing the overcharges and unauthorized add-ons was insufficient. I had already clarified and explained why this was not a viable solution.
  Exhibit 15:
  Email from ************** dated June 28, in which he declined the offer to re-contract.
  Rebuttal: My decision to decline the re-contracting offer was based on several critical factors. Firstly, the existing agreement had already been reported to my credit profile, potentially damaging his creditworthiness. Secondly, the proposed re-contracting would be contingent upon new credit approvalan approval that ******************** was unwilling to guarantee or endorse its outcome. This uncertainty posed a significant risk, likely worsening the already negative impact on my financial stability. Moreover, the lack of confidence in the dealer's process further influences this decision. The dealers failure to address these substantial concerns only confirmed reluctance to accept their re-contracting offer, a continued inability to resolve the issues satisfactorily.
  Exhibit 16:
  This section does not justify the overcharges and unauthorized add-ons. The dealers reliance on this contractual section is a deflection from their responsibility to resolve the financial discrepancies.

  Customer Answer

  Date: 08/01/2024

  Dear BBB,

  I am writing to formally rebut the dealers response concerning my recent complaint and to highlight their ongoing lack of cooperation and transparency.

  Below, I address the dealers response, present critical issues, and assert my consumer rights.

  
  Summary of Issues:
  Throughout this process, I have consistently presented two viable options to Peters Honda of Nashua. First, I requested a refund of the charges incorrectly assessed while leaving the installment agreement unchanged, emphasizing the importance of the refund being issued directly to me rather than the lien holder, as the loan's posting has already negatively impacted my credit score by three points. Alternatively, I proposed rewriting the installment agreement with the correct and original terms if the refund is to be issued to the lien holder, ensuring accountability. My primary request has been for Peters Honda to rectify the situation appropriately. I communicated these preferences clearly to **************, especially noting the best times to contact me, given my active-duty military status and the time conflicts with Peters' management calls, which have not yet provided plausible resolutions. In light of the facts, I strongly believe that the dealers actions have violated several consumer protection laws. The fact that my contract was signed at Peters Honda Nashua, while the vehicle registration took place in *************, demonstrates that the dealer was obligated to comply with both ************* and ************* regulations. Despite this, the dealer failed to provide the mandatory boldface complete disclosure of terms, as required under both MGL 93A and RSA 361-B. Additionally, their practice of pre-filling forms deprived me of my right to accurate information and fully exercising my consumer rights. While no federal law mandates a cooling-off period for vehicle purchases, their apparent disregard for MGL 93A and RSA 361-B suggests a concerning pattern of practices that may not align with fair consumer treatment.

  Administrative Fees Overcharge: $500
  Title Fees Overcharge: $300
  Unauthorized Add-ons: VSC ($3,499), ************* ($1,195), and Road Hazard Protection ($1,670)
  Loan Posting on Credit Report

  My stance is supported by the following key points:
  Peters Honda has not adequately justified or addressed the administrative fee overcharge.
  The dealer has overcharged for title fees, potentially in violation of consumer protection laws.
  The dealer has included unauthorized add-ons without proper disclosure and consent.
  My request for a refund is reasonable and presents clear options for resolution.
  The dealers communication strategies appear to delay rather than facilitate a genuine resolution.
  The loans impact on my credit report underscores the need for prompt and adequate resolution.

  Total number of Exhibits: A registration, B Consumer Credit, C, Online Advertisement.

  Right to Information and Right to Choose: 

  My right to accurate and truthful information was compromised when the dealer did not provide necessary details about additional coverages and fees before I signed the agreement. The dealers approach deprived me of the opportunity to make an informed decision. The right to choose between alternatives, protected under anti-trust and unfair competition laws, was not honored, as I was not given a fair opportunity to consider other products or services. The dealer's actions led to an unfair and deceptive sales process.
  Right to Be Heard:

  The right to be heard is a fundamental guarantee to consumers, ensuring that their complaints are taken seriously and addressed appropriately. Despite multiple attempts to resolve these issues, including certified letters, emails, and phone calls, the dealers responses have been insufficient and evasive. I hope that my complaint to the Better Business Bureau will lead to these concerns being properly addressed by Peters Honda of Nashua.

  Dealer's Concealment of Material Facts: The dealer consistently failed to disclose material facts necessary for making an informed decision. Prior to signing the agreement, I was not informed about the administrative fees beyond the advertised amount, unauthorized add-ons, and the full financial implications of the financing terms. For example, key information was only provided in an email from ********************* on June 11, 2024, after I raised concerns, suggesting an intent to withhold critical details until after the agreement was signed. This lack of transparency undermines the trust necessary for a fair and ethical transaction.
  The dealer's actions have not only caused me significant financial harm but also considerable stress and anxiety. The persistent lack of transparency and accountability has left me feeling misled, undermining my confidence in the fairness of the transaction and the dealership's integrity. I trusted Peters Honda of Nashua to conduct business ethically and honestly, but their conduct has led to significant dissatisfaction.
  To rectify this situation, I seek a full refund of the overcharged fees and unauthorized add-ons, paid directly to me. Additionally, I request a formal correction of my credit report to restore my score, which has been unfairly affected. Alternatively, if the refund is to be issued to the lien holder, I request that the installment agreement be rewritten to reflect the original terms without the erroneous charges. This will ensure accountability and transparency, providing a fair resolution to this troubling experience.
  Thank you for your attention to this matter.
  
  Exhibits Submitted by Dealer:
  In my rebuttal, I emphasize how the dealer failed to uphold basic consumer rights, including my right to accurate information, the right to choose, and the right to be heard. The dealer's actions have violated both federal and state consumer protection laws, showing a clear pattern of deceptive practices. My demands for a refund and a fair resolution are not just justified; they are necessary to address the financial harm caused by the dealer's misconduct.
  
  The email version of the certified letter from me on June 10 clearly outlined all my concerns and requested resolutions, including addressing the overcharges and unauthorized add-ons. However, The dealers response fail to address these concerns, as evidenced by the continued issues and lack of resolution.
  The agreement was signed on Friday, May 24, and delivery was made on Wednesday, May 29, 2024. According to the dealers business hours:
  Mon - Thu: 8:30 AM - 8:00 PM
  Fri: 8:30 AM - 6:00 PM
  Sat: 8:30 AM - 5:00 PM
  Sun: 11:00 AM - 4:00 PM

  
  If accurate, this schedule shows that all my phone calls prior to delivery/pickup went unanswered and unreturned by the dealer before the delivery on Wednesday. This is highly suspect of the dealer's good faith in this transaction. I believe I was deprived from the outset of my consumer protection rights, which prohibit PETERS from advertising a price without including registration and required fees, only for me to find out that charges were increased later. This seems like a classic bait-and-switch tactic, a legal cause that challenges the agreements good faith nature, as per MGL 93.
  Furthermore, the dealer never initially disclosed that the vehicle delivery would take longer than the standard three business days. This is especially troubling since the vehicles registration wasn't completed until the 29th, leaving me without any recourse to protect my consumer rights (see my Exhibit A Registration).
  According to MGL 93: Section 48 and RSA 361-B:
  Because the law mandates that consumers are entitled to clear and complete information about their rights, sellers must provide:
  1.     Lack of Proper Disclosure
  2.     Pre-Filled Forms
  3.     Failure to Correct Omitted Terms
  4.     Misrepresentation and Lack of Oral Disclosure
  In this case, the dealer also demonstrates a broader pattern of deceptive and unfair practices. By not providing the required disclosures and pre-filling forms, the PETERS HONDA denied me my rights and the opportunity to make an informed decision. This shows the dealers lack of genuine intent to resolve the issues and highlights their bad faith approach throughout the transaction.
  
  Exhibit 2:
   While a cancellation form was provided in email attachment, the response narrowly focused only on the add-ons, while unmistakably ignoring other significant overcharges brought up. It is my assertion that administrative fee overcharge or the title fee overcharge were included outside of the scope of cost advertised. 
  Exhibit 3:
  These documents were signed under the false impression that all charges were legitimate and disclosed. However, the add-ons were not clearly explained or agreed upon, which constitutes a deceptive practice. The dealer has failed to provide evidence of clear and informed consent.
  Exhibit 4:
  This email was a courtesy acknowledgment and did not imply satisfaction or resolution of the issues. It merely recognized receipt of the dealers communication.
  Exhibit 5:
  The explanation provided did not address the overcharges or unauthorized add-ons satisfactorily. The dealers proposal was insufficient and did not resolve the financial impact caused by their practices.
  Exhibit 6:
   This email reiterated dissatisfaction due to the dealer's inadequate response to the overcharges and unauthorized add-ons. The dealers narrative fails to address the core issues highlighted in this email.
  The re-sent cancellation form still did not address the overcharges related to the administrative fee or the title fee. By pre-filling the cancellation form, the dealer continues and intends to deprive me of my consumer right to accurately provide information and fully exercise my autonomy in completing the form. This tactic is emblematic of the dealers bad faith practices, which included coercing me into agreements without full disclosure and obstructing my ability to assert my consumer rights and interests. The dealer's repeated emphasis on the add-ons, while neglecting to resolve the core issues I raised, clearly demonstrates a lack of genuine intent or good faith effort towards achieving a comprehensive resolution.
  Exhibit 8:
  Multiple voicemails without substantial follow-up indicate stalling tactics rather than genuine attempts to resolve the issues. The dealer's communication lacked actionable solutions.
  Exhibit 9:
  Requesting a better contact number while not addressing the fundamental issues does not constitute effective resolution. This is another example of the dealers delay tactics.
  Exhibit 10:
  This email was another attempt to resolve the issues amicably. The ongoing communication demonstrates my consistent efforts to seek a fair resolution, which were met with inadequate responses.
  Exhibit 11

  The re-contracting option was inherently not viable due to the loan already posting on my consumer credit report, causing further complications which neither ******************** or ****** intends to address. The dealer failed to provide a satisfactory alternative. (See Exhibit B email of loans screen shot)
  Exhibit 12:
  Response from ************** on June 25 with questions.
  Rebuttal: My questions only sought clarity on unresolved issues. The dealers inability to provide clear answers thus far highlights the inadequacy of their proposed solutions.
  Exhibit 13:
  Email from *************************** on June 26.
  Rebuttal: This email did not provide new or actionable information. The dealers response continued to deflect from the core issues of overcharges and unauthorized add-ons.
  Exhibit 14:
  Email from **** on June 27 explaining re-contracting.
  Rebuttal: Again, merely repeating the re-contracting option without addressing the overcharges and unauthorized add-ons was insufficient. I had already clarified and explained why this was not a viable solution.
  Exhibit 15:
  Email from ************** dated June 28, in which he declined the offer to re-contract.
  Rebuttal: My decision to decline the re-contracting offer was based on several critical factors. Firstly, the existing agreement had already been reported to my credit profile, potentially damaging his creditworthiness. Secondly, the proposed re-contracting would be contingent upon new credit approvalan approval that ******************** was unwilling to guarantee or endorse its outcome. This uncertainty posed a significant risk, likely worsening the already negative impact on my financial stability. Moreover, the lack of confidence in the dealer's process further influences this decision. The dealers failure to address these substantial concerns only confirmed reluctance to accept their re-contracting offer, a continued inability to resolve the issues satisfactorily.
  Exhibit 16:
  This section does not justify the overcharges and unauthorized add-ons. The dealers reliance on this contractual section is a deflection from their responsibility to resolve the financial discrepancies.

  Business Response

  Date: 08/07/2024

  To BBB:

  We standby our original response to ****************** complaint. It is not possible to refund him directly the amount of money that he borrowed to purchase the additional coverages. The refund for the additional coverages must be returned to the lender. We again offer to expedite the necessary cancellation forms in order for the refund to be sent to the lender. Peters Honda has forwarded all the documents pertaining to the transaction. Peters Honda maintains that we have offered ************* different options in order to rectify this situation. He rejected all the options and insists on getting a check made out to him. This simply can't happen. If ************* did not borrow the additional funds from the bank and didn't have a lienholder, we would be able to refund him directly. Peters has offered to try and get the lienholder to rewrite the contract without the additional coverages. We also advised him to cancel the coverages and then explore other finance options and pay off his current lienholder. ************* rejected both of these suggestions. We again extend the offer to call the lienholder and explore withdrawing the contract and rewrite a new contract without the coverages. Time is of the essence if ************* would like to reconsider this option.

   

  Thank You

  Customer Answer

  Date: 08/13/2024

  Dear BBB and Peters Honda Nashua,
  
  Thank you for your continued engagement regarding the concerns I've raised about our transaction. Despite appreciating Peters Honda's readiness to revisit potential solutions, it remains crucial to articulate why the proposed remedies have yet to align with my consumer rights adequately.
  
  My primary issue revolves around the method of refunding the additional coverage amounts solely to the lender, which fails to address the transparency deficiencies at the outset and the consequential financial burdens imposed on me. The direct impact of these miscommunicated coverages on my financial status and credit score necessitates a refund method that rectifies these personal setbacks effectively.
  
  Although the options offered by Peters Honda are acknowledged, they do not provide a straightforward or guaranteed solution.Assuming that the lienholder would consent to modify the terms without additional guarantees is precarious. Furthermore, the suggestion that I should seek alternative financing to settle the current lien introduces undue complexity and financial burden, directly stemming from the dealership's initial oversights.
  
  Given your willingness to amend the contract and direct the refund to the lender, I am willing to move forward under these conditions,which align with one of the initial solutions I proposed. However, for complete clarity and mutual understanding, I require the following specific actions and assurances:
  
  Date for Contract Amendment: Let's schedule a firm date to send me the finalize amendment contract.This will ensure that all terms are transparently agreed upon without the previously unexplained charges.
  
  Cancellation Form: The cancellation form must be provided blank and not pre-filled to ensure I can accurately review and complete it,thereby safeguarding my consumer rights.
  
  Refund of Additional Charges: If the validity of the $500 administrative document fee and the $300 registration cost cannot be substantiated, a refund should be issued for these amounts, adjusted against the actual state cost of $75 for *************. (Reference online AD: "New vehicle pricing includes all offers and incentives. Tax, Title and registration, not included in vehicle prices shown and must be paid by the purchaser").  
  
  Credit Report Protections: Any amendment to the agreement must not involve rerunning my credit report or extending its impact. Utilize the initial credit information obtained for any necessary updates.
  
  Document Submission: To ensure transparency and third-party oversight, all new document submissions should be processed electronically through the BBB or another agreed-upon third party.
  
  These steps are crucial to ensure that my concerns are addressed without further compromising my financial integrity and personal rights. Time is critical, and I am ready to take additional steps to ensure full upholding of my consumer rights. I urge Peters Honda to provide a resolution that genuinely reflects the financial and personal impacts of their initial conduct.
  
  I remain open to a constructive dialogue and hope for a swift and fair resolution to this matter.
  
  Thank you for your attention to these issues.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/29/2024

  Having received the response from ******* , we reached out to Honda Financial today to inquire if is was still possible to rescind the original contract and recontract *******. There response was that 90 days have passed and the time frame has expired. However, they would do us a favor and extend it by a few days. If ******* can come to the dealership within a few days, we can attempt to recontract without any of the additional coverages, We will also will cancel the coverages and Peters Honda will absorb any portion of the coverages that were used. We have emailed ******* directly because time is of the essence in order to try and remedy this situation. Again, it is very important they he comes in immedietly in order to try and resolve this.

• Initial Complaint

  Date:05/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have asked multiple times by calling on 2 separate occasions to remove my profile from this business and not to send me any letters to my address. I am still receiving letters every month that contain my vehicle VIN number. This needs to stop.

  Business Response

  Date: 05/29/2024

   

  To:  *****************; BBB of *************

  From:  ************************

  Hello *****,

  This is *********************, the dealer at Peters Nissan & Peters Honda of Nashua (NH).  I have received your complaint and I am not sure who you spoke to twice at the Nissan Dealership where you purchased your 2018 Nissan Rogue from,

  but do want to apologize first for your 2 requests not being addressed and taken care of.  You should of never had to put a complaint into the BBB for such a small item that we are requested to do so by customers time to time.  I have

  removed you from our "CRM" which is our Data base so no follow up calls will be made, and no email "blasts" that we send from time to time to your email  when there are sales or special offers available will no longer be sent as well.

  We have also taken you off another Data base which we use in our ******************* so you will also be taken out of that for any coupons or emails, or follow up phone calls again like the above Data Base.  You may still receive

  emails, and coupons from Nissan Motor (direct from the manufacturer) due to you possibly still being in their Data Base.  We do not have the ability to stop any marketing that comes directly from Nissan.  

   

  I hope this will stop any future "marketing" from Peters Nissan.  In the event you are still receiving any, please reach out directly to me at ************ or email me at ***************************************.  

  Again, on behalf of Peters Nissan of Nashua, we apologize for the inconvenience of having to file a complaint that should of been done immediately when you called the first time, never mind the second.

  Thank you for your past business with Peters.

  Respectfully,

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

  Dealer Principle

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used 2013 **** f350 diesel truck 4x4 with 66 ,800 miles on it. As I test drove the truck I felt a wobble and shimmy throughout the truck including the steering wheel and gas pedal and seats. Also experienced a whining sound which appeared to come from the hood where motor is. Also a humming from front wheel area. I told them they said they will bring it to the shop but they can't accommodate a 1 ton truck on there lift. They claimed to balance tires and said it was good. No it was still there. After I purchased. I've owned superdutys my entire life this wasn't right. I asked when fuel filters where done they said no Idea. Diesel trucks need these done. The entire cp4 fuel system can fail costing $14,000 with this said I had another diesel tech change them where there was metal flakes in the filters which shows failing fuel system. And the whining noise from hood and wobble are tell tail signs Also. If this dealership would of addressed this the proper way this could of been prevented. Instead they have treated me cold by saying there done with said truck after they had a **** dealer prior look. Mind you never replacing filters while there. My truck sat in parking lot for over a week. As my dash cam showed . The **** dealership they brought truck to installed a trac bar which was installed incorrectly causing loud banging noises when turning or going over small bumps. It causes bushings to wear Also. And not safe. I have terminal cancer and I am so stressed out over this as I am raising my son alone as his dad died. I'm afraid this truck is going to need some pricey work and I have a loan on this and my primary truck. I feel I have been treated like a joke at this dealership and I know these issues could of been prevented. Only having the truck 4 months. They brushed off the main issues.

  Business Response

  Date: 04/25/2024

  **************** purchased a 2013 **** F350 vehicle from us on 12/30/23. Before finalizing the purchase, she raised concerns about a vibration in the front end during her test drive. We promptly addressed this issue by balancing the tires, ensuring her satisfaction before delivery.
  Following the purchase, **************** contacted us with additional concerns. Due to her location in ******, *************, and personal health issues, she was unable to bring the vehicle in until February, after the expiration of the 30-day/1000-mile warranty. Despite this, we accommodated her situation and assisted as needed.
  Upon bringing the vehicle to our service department on 2/19/24, **************** reported multiple concerns, including transmission sputtering, shaking, wobbling, and unusual sounds. In the interest of thoroughness and customer satisfaction, we arranged for an inspection at an independent **** dealer. The dealer addressed and repaired the identified concerns, totaling $1887.06, which we absorbed.
  Subsequently, **************** expressed continued dissatisfaction, alleging unresolved issues with the vehicle. Despite our efforts and confirmation from the **** dealer that the vehicle was in good condition, **************** remained unsatisfied.
  Throughout this process, we provided **************** with a complimentary loaner vehicle for a total of 15 days, demonstrating our commitment to customer satisfaction. The total goodwill concessions, including repairs and loaner vehicle expenses, amounted to approximately $2562.
  We will provide complete printouts of text messages between our staff and **************** to ensure transparency in our communication. Despite ******************** dissatisfaction, we fulfilled our obligations under the 30-day/1000-mile warranty and acted in good faith to address her concerns.
  Given these circumstances, we respectfully disagree with ******************** request for an extended warranty. She declined an extended vehicle service contract at the time of purchase, and the vehicle was confirmed to be in good condition by a reputable third-party dealer.
  We remain committed to resolving this matter and ensuring ******************** satisfaction to the best of our ability. Should you require further information or clarification, please do not hesitate to contact us.

• Initial Complaint

  Date:09/22/2023

  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 bought a new 2016 HONDA CR-V inthe spring of 2017. It is a lemon. It started in December of 2018. The car would not start. I called AAA and had it charged. I took it for a long ride as recommended by AAA. 2 weeks later it died. I called AAA and had to purchase a new battery for $129.00. The battery lasted about a year and it died. I called and had it towed to the dealership. They told me the battery was junk and sold me a new battery for $179.00. After another year, the battery died. I had AAA tow it back to the dealership. This time they tell me it's my fault because I didn't drive it enough. They recharged the battery and told me it was all set. 3 months later, the car didn't start and I needed AAAafain. They started my car and suggested a long ride, which I gave it. 3 weeks later, same problem and AAA towed it to Peter's. They told me the guts in the passenger side needed to be replaced. After a few days, I got the car back and told it was fixed. 6 months later, same issue. I had it towed again and they tell me the guts on the driver's side was faulty. They replaced the guts and said that would solve all the issues. Here I am at home waiting for a call back from service because my battery is dead. I bought a lemon and it appears this will never get fixed correctly. They should compensate me for the battery and offer to get me into another new vehicle at no cost to me. I am contemplating legal action. The people I dealt with were ok but, apparently, dont know what they are doing. It's more than obvious that the vehicle is an unfixable lemon and the dealership, in conjunction with Honda corporate, should work out a deal in order to make me whole. It's been a total of 5 years with a battery that keeps getting drained and the dealership service department can't figure it out. My wife has alzheimers and we need a dependable vehicle as she has many doctor's appointments. She is my priority!!!

  Business Response

  Date: 10/03/2023

    As we have stated in the past to Mr. ***** the issue of a battery going dead in his 2016 Honda CR-V when it's not driven daily can be attributed to several factors. One of the primary reasons is known as "parasitic drain." Modern vehicles are equipped with various electronic systems that consume a small amount of power even when the car is turned off. This includes features like security systems, clocks, after market remote starter which you have installed in the vehicle, and onboard computers. Over time, these parasitic drains can gradually deplete the battery's charge, particularly if the vehicle remains stationary for extended periods.
  
  Moreover, lead-acid batteries, which are commonly used in automobiles, are susceptible to self-discharge. When a car is not driven regularly, the battery's natural self-discharge rate can become a significant factor. This is more pronounced in extreme temperatures, with both very cold and very hot weather having adverse effects on battery performance. In colder climates, the battery's chemical reactions slow down, reducing its ability to hold a charge, while in hot weather, the battery can lose its capacity more rapidly.
  
  To mitigate these battery drainage issues in your 2016 CR-V, it's recommended to periodically start and drive the vehicle to ensure the battery remains charged. Alternatively, you can use a battery maintainer or trickle charger to keep the battery topped up when the car is parked for extended periods. Regular maintenance, including checking the battery's health and charging status, can also help ensure a longer battery life and reduce the likelihood of it going dead if the car isn't driven daily. We have started Mr. ***** CRV multiple times with no issues at all and performed a Battery/Alternator test which passed perfectly. We also checked the parasitic draw which was .044 milliamps, and this is within Honda specifications. We did not start the vehicle since 09/23/2023 and then started the vehicle on 09/27/2023 after sitting for four days in a row the vehicle started right up. The vehicle has driven 1,723 since 02/17/2023 which is an average of 246 miles per month. This matter has been resolved as of 10/4/23. The customer is purchasing a battery tender and we are installing it free of charge.

  Customer Answer

  Date: 10/15/2023

  I want to be certain to clarify that I am 80 years of age and I am not a mechanic. I dealt with the same Peter's Honda Service Manager who's name is Joe. I read his last reply and was disheartened by his response. He left out many facts and, by no means, did I think the problem was solved. Before I left the dealership, I said to Joe, "I'm certain I'll be back in the near future. In no way did I think this was a done deal. I now label my vehicle as a 2016 HONDA CRV EXL LEMON. I stated several times throughout the service ordeals that he had to recognize this as a LEMON but he never responded. He would just look at me.

  I purchased this vehicle directly from the Peter's Honda showroom on February 27, 2017. It did have 2,975 miles on the odometer. It was identified to me as a new vehicle and I accepted that. On or about November of 2019, I was on my way to Church on a Sunday morning at 7:30 AM and my vehicle would not start. I called AAA as I am a member. The technician came out and he was an older gentleman and he was awesome. I learned that he had years of experience at AAA. He ran a test on the battery and he said it was dead and needed to be charged. He started the vehicle for me and he told me it would be advisable to leave the vehicle running for at least 20 minutes and then I should take it out on the highway for a good ride.

  My wife ***** is in her fifth year with Dementia and one of the things she enjoys is going for rides. I am her 24/7 caretaker and I take it seriously. I let the car run for half an hour and got my wife ready for the ride. We went out on Route 3 and drove to Chelmsford Massachusetts and back. We returned home to Hudson, New Hampshire and parked the car. 

  On December 1, 2019, I, again, went out to start my vehicle around 7:15 AM as I was going to my Church for Mass services and, the vehicle would not start. I called AAA and the same service technician I had on my first call, came again. He checked the battery and he told me that Honda batteries are the one battery that gets them a lot of calls for service. He informed me that a Honda battery only has a 3 year warranty. He said he could get it started again and it would, in all probability, not last. He offered to install a new battery, with a 7 year warranty, then and there and I agreed. I paid $157.99 for the battery and he installed it immediately. 

  Around  April of  2022, my vehicle would not start so, I called AAA again. A and a different service technician came out. He checked and found that the battery had lost all of its capabilities. He, obviously, couldn't tell me why the battery was losing its charge. I asked if the battery was dead or just junk at this point and if he could replace it. He told me that he didn't think it needed to be replaced because it was not old. He said it could be recharged. I told him that I had a battery charger and he suggested that I put it on the charger overnight. I did exactly that. I was able to drive the car until May 4, 2022. On that day the car would not start. I called AAA again expecting to hear that they had cancelled me because I had exceeded their 3 call limit, but, they came. The Tech tested the battery and he said it was dead. I asked if he could replace it and he called his supervisor and got permission to do so. It was under warrantee and I was not charged anything.

  Around August 23, 2022, I had AAA tow my vehicle to the dealership as the battery was dead again. I met with Joe and he said they would look at it and get back to me. They accommodated my need for a loaner vehicle. I received a call on August 29, 2022 informing me that my vehicle was ready. I returned the loaner with a full tank of gas as that was required. I met with Joe and he told me that they had to replace my almost 4 month old battery. I never received a call asking me if they could do that but, not being a mechanic, I was stunned they did it but I assumed they knew what they were doing. What I didn't expect is that they charged me $149.95 for the new battery. I questioned it and I got the typical "run around." I paid and left feeling they got it right.

  On or about December 27, 2022, I had to have AAA tow my vehicle back to Peter's. The battery died again. I received a loaner and I suggested they call me when they discover the problem. I did receive one or two calls letting me know that they were researching for problems as to why the battery kept draining. The last call was to inform me that they discovered that the passenger door guts had to be replaced as that was where the drain was coming form. I was called to pick up the vehicle on February 17, 2023 with the assurance that the vehicle was fixed. 

  Since that time, I had to have the car towed in again about 4 months later, around June, as it died again. I told Joe that I was getting tired of this and that I did not expect them to be calling me until they were certain the car was finally fixed. I received a loaner and they had the car for almost a month and I was told that they had to replace the guts on the drivers side but a certain part was going to be hard to get. When they called me to pick up the car, I asked Joe if that was a sure fix and I was assured it was.

  On or about mid September 2023, my vehicle was dead once again. I put the car on my charger overnight and it started in the AM. About a week later it died again. I recharged the vehicle and drove it back to Peter's. They gave me a loaner, called me back a few days later and I was told that the vehicle was ready. I had a conversation with Joe about the vehicle and what was discovered. I was told that because I had installed an off market automatic car starter, that was the problem and that I didn't drive the car enough an excuse that was repeated to me every time I brought the car in. 

  When I purchased the vehicle, I inquired about the starter and they said they could accommodate me as they had a company that did all their installations and that they were good. I didn't ever think that they would even imply that as a reason for all of the problems I've been having. Simply put, they don't know what is wrong and they are going to keep changing tactics and excuses every time I bring the car in.

  During my last conversation with Joe, he suggested that I take a $19,000.00 offer from the Honda General Manager for the purchase of a new Honda CRV. I told Joe that new CRV's go for around 45 to 50 thousand dollars. I also said that when I bought the vehicle I have, that I didn't expect to ever have to purchase another vehicle again. I'm not in a financial position to purchase another vehicle for 26 to 31 thousand dollar finance deal. 

  Further, Joe is now suggesting that I purchase an off market "Battery Tender" that they would install for free. I asked myself whether this would be the new excuse when and if I have to return with the vehicle. I can't believe that he suggested that as a final solution when none of their solution fixes ever worked. What's next: off market tires, my cell phone is draining the battery??? When is this going to end. I have so much going on in my life right now and I need a vehicle that runs and not this LEMON. 

  I am insulted by their response to my complaint as it appears they didn't want the BBB to see all of the facts and brushing all the problems, in the end, as an off market key starter. They also stated that I needed to drive my car daily. I drive my car almost every day because of and for my wife to enjoy a ride. I can't put mileage on my car if it's in the shop as much as it has been. I wake up every day with the anxiety that the car will not start and that I might miss a doctor or hospital appointment. This has been an exhausting and endless experience for us. I expect to be calling AAA again and within the next 2 months. What then??

  Simply put, the vehicle is a LEMON!! It may not be Peter's fault but that's where I purchased the car. The real problem, as stated, is that Peter's can't solve the problem and it will continue until when, once they've rebuilt the car and have nothing else to blame. This consumer has had enough and feel very strongly that they may have caused further damage to whatever the real problem is when you consider how many fixes were done to no avail.

   

  Business Response

  Date: 10/16/2023

  Our position hasn't changed. As stated earlier. The reason for the battery fail is because the vehicle isn't driven enough. We again suggest that a battery tender be purchased. Our offer still stands to install it free of charge.

   

  Thank you

  Customer Answer

  Date: 10/19/2023

   
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/09/2023

  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.

  The main complaint: I purchased a brand new vehicle from Peters which was secretly in a collision and poorly repaired (with no record of this) prior to my purchase, and none of this was disclosed until months later, and now this dealership is claiming no responsibility and offering me no compensation for the situation. Details: I purchased a supposedly brand new 2023 Honda HR-V from this dealership on March 11 for $32,944.63 total after paying a $500 deposit in Dec. 2022. The HR-V had 20 miles on it. At the time, the dealership did not include a spare key — I was told there were supply chain issues and it would be available some time later. Shortly after the purchase, I received a dash notice in the car stating there might be an issue with the frontside AWD system. I quickly notified the dealership and said I would schedule an appointment with them once the key was available, as they were located almost an hour from my residence. A few months later, I turned on the air conditioning for the first time and noticed it was not blowing cold air. At that point, I scheduled a service appointment with a much closer dealership (Danvers, MA). They discovered that the issues were due to an outside temperature sensor that was unplugged (and not re-plugged in) when the car was REPAIRED after seemingly having been hit from the front end. There is no record on the Carfax of this. The work was also poorly done — clips/parts missing on one side, clear damage on interior parts that were buffed/painted over instead of being replaced, etc. That Danvers dealership then charged me a diagnostic fee of $404 due to the vehicle being “tampered with” and thus violating the warranty. After I explained all this to Peters Honda requesting a resolution, they took the HR-V in promising to at least do repairs properly for no charge — but then never got approval. So I am now driving around a “brand new” vehicle that was secretly hit and poorly repaired (and I’m out $404 atop that).

  Business Response

  Date: 06/20/2023

  Regarding the complaint from Mr. ******.  The vehicle arrived at the dealership and was checked in by our lot attendant who inspects all the vehicles for damage. None was noted. The HRV then went into the service department for the Pre Delivery Inspection that every new car receives when they are delivered from the factory because certain things need to be done to each vehicle such as fuses installed, tire pressures checked and adjusted among other things. Again no damage was noted on the inspection and by looking at the photos that Mr. ****** included in his complaint we feel that these items would have been very hard to miss by a certified technician.  The vehicle was then seen by  Mr. ****** when he took delivery of the vehicle and aslo went thru the recon department to be cleaned before hand and again no damage was noted by Mr. ****** or our recon department. Nor did the salesperson notice any damage to the vehicle when the vehicle was gone over with Mr. ******. 

  Mr. ****** drove the vehicle approximately 2000 miles from the day of delivery March 11, 2023  to May 22, 2023.  We have no idea what happened to this car in between the day of delivery and the day he returned on May 22nd.  We also did not make any promises of fixing the car for free. The spare Key that was back ordered because of the micro chip shortage was given to Mr. ******. 

  Peters of Nashua did not cause this damage nor do we think it happened before the vehicle was delivered to us from the factory. The vehicle was inspected by no less then 4 people here at the dealership as well as Mr. ****** before it left here.  There for we take no responsibility in the damage that Mr. ****** claims. 

  Rick T******* 

  Director Of Operations

  Peters Honda Of Nashua

  Customer Answer

  Date: 06/20/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:

  1. It is not true that I "inspected" the vehicle. There are no obvious signs of exterior damage done to the vehicle that the average consumer would notice by the naked eye -- all the damage and poor craftsmanship is hidden behind the front bumper. There is no opportunity for a consumer to inspect that during a normal vehicle purchase and pickup.

  2. While the vehicle may have passed inspection protocols upon arrival, it also remained on the dealership's property for nearly a full week (until March 11) after the initial expectation of purchase on March 4 (which was delayed due to poor communication about accepted payment). It is entirely possible the damage occurred in that timeframe and was likely not re-inspected prior to the purchase on 3/11.

  Note that I have already escalated this issue to Honda America.

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 06/20/2023

  There is damage that is noticeable from the outside. Please see the attached photos of where the drivers door meets the front quarter panel. It is clear the door is hitting the panel.  The paint is actually chipped off from the door hitting the panel. There is no possible way this would have been missed here at the dealership. In addition to that, the customer had the vehicle for over two months, drove over 2000 miles and did not notice this?  How is that possible?  If you look at photo 24 it is clear that the scrapes on the bottom of the front bumper are new and happened after the vehicle left here.  As far as the car being here form March 4th to March 11th. If the vehicle had been damaged here it would have gone to our body shop and the customer would have been informed that there was an accident on the lot and that we needed to repair the vehicle.  Accidents do happen but when they do they are always handled professionally and we have no reason to try to hide anything.  We stand by our first response that this happened after the customer took possession of the vehicle.

  Rick T******* 

  Customer Answer

  Date: 06/29/2023

  
  Complaint: ********
  

  All these mentions of chipped paint and exterior damage are barely noticeable to the average consumer. No one would notice this unless they were looking very closely and trying to find it. Referring to scrapes on the underside of the car -- how would that occur from the vehicle being hit from the front side?

  "In addition to that, the customer had the vehicle for over two months, drove over 2000 miles and did not notice this?"

  As shown in the email attachment, I notified Peters Honda within 2 weeks that there was an issue with the AWD. And as shown on the paperwork drafted by Honda North in Danvers (also attached), the AWD malfunction was a result of the outside temperature sensor not being plugged back in after the body repair work was done -- so, presumably in March (or earlier) when it occurred. At a point in time that was much, much less than "two months" and "2000 miles" driven. 

  There's an insinuation by Peters Honda that under my care, my vehicle was knowingly hit and I decided not to report it to my insurer, but instead got it secretly repaired, poorly at that, and then when I discovered issues, decided to report it to a Honda dealership. Why would I not go back to the body shop that performed the poor workmanship? Or, that when I wasn't looking, my vehicle was hit, secretly towed away and repaired, and returned to its parked location. In either scenario, these allegations are far more absurd than the possibility that a Peters Honda employee simply hit it on-site and tried to cover it up.

  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/13/2023

  While Peters takes no responsibility for the repairs that have been done to this vehicle and we adamantly deny that any of the damage and repairs occurred at Peters Honda we will be willing to have the vehicle fixed at our body shop the correct way and we will cover 50% of the cost of the repair.  If the vehicle had been damaged here the vehicle would have been brought to our body shop which is a Honda Certified repair center and the repairs would have been done the right way. We feel this is more than fair since we feel there is no way possible these repairs would have been missed by our techs, sales person, our recon department as well as the customer when he picked up the vehicle. 

   

  Rick T******* 

  Customer Answer

  Date: 07/20/2023

  
  Complaint: ********
  
  While I appreciate you acknowledging this issue with an offer, I don't believe it's fair to me at all to have to pay any out-of-pocket costs to repair a brand new vehicle that I'm confident was not in any sort of accident under my ownership. I'm also already out $400 because of this issue for the diagnostic fee Honda North in Danvers was forced to charge me.

  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 07/28/2023

  Peters Honda mailed me a check for $400 (postmarked 7/21) without any advance notice or additional context in the letter. I presume this is to reimburse me for the diagnostic fee I was forced to pay Honda North for the 2-month-old vehicle being deemed out of warranty upon repair.

  It's nice to get something back, but being that I'm still driving a brand new, poorly repaired vehicle with some sort of unknown accident history, I still obviously feel as though I'm not square with Peters. Am I able to deposit this check without having it act as a legal representation of being satisfied with their resolution?

• Initial Complaint

  Date:01/18/2023

  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.

  I had the car 3 hrs. Returned car to dealership. Paid $792.00 for registration and $8.00 for a copy of said registration that I left in the car. Dealership took back car. I'm asking for

  Business Response

  Date: 01/20/2023

  To:  The NH Better Business Bureau
  From:  Richard T*******
  Re:  ********* *****
  
  This is Richard T*******, the Corporate Operations Director at Peters Nissan and Peters Honda of
  Nashua. I would like to address the timeline that Mrs. ***** has outlined on her complaint which was filed on 1/17/23 to the NHBBB.  The facts below can also be supported with video,
  From our Surveillance Camera system on our entire property.
  
  On October 24 Mrs. ***** came into Peters Nissan and purchased a new Nissan Altima and finalized all paperwork with the sale of the vehicle.  The next day, October 25th our salesperson Josh S***** went to pick Mrs. ***** up at her home and brought her back to the dealership where Josh delivered her new Altima to her, going over all the features of the car.  After finishing the delivery, she came back into the showroom no less than three individual times, with concerns and questions about why the vehicle did not have a rear wiper, why was there only one Trip Odometer, and why was her cell phone not able to charge on the wireless charger in the Altima.  Each time either one of our sales Managers and/or salespersons explained that the Altima is a sedan and not a SUV and sedans do not come with rear wipers but that there was a rear window defroster. Next, we explained that the Altima DID have 2 trip odometers and brought her out to her vehicle and showed her the 2 trip odometers.  At this time, Mrs. ***** made a comment to Cheryl W***, our sales manager that there should be a 24-hour rescission period when we sell vehicles.  She was informed that NH does not have any 24-hour rescission or cooling off period.  Mrs. ***** then came in the third time asking why her cell phone would not charge n the wireless charger in the Altima.  The Altima’s charging system was working properly, and we informed her that she should go over to her cell phone carrier and ask if there was an issue with her phone.  The T-Mobile carrier representative told her the issue was with the vehicle and not her phone.  She came back and we researched this further and found while she was there that Nissan had a list of all phones that were compatible with each model Nissan makes and sells that her phone was not on that list that Nissan supplied us so in fact it was not compatible.
  
  At this point she left again with her new vehicle and had the vehicle overnight. It is unclear to us if she left and went and registered the vehicle at this point or if it was done the next day, but we do know she registered her new Nissan Altima within 24 hours of taking delivery on
  October 25, 2022.   Mrs. ***** again came back started to accuse our business manager, Mike
  J****** of telling her she HAD to go register immediately.   Our business manager never would have instructed Mrs. ***** or any other customer that they would ever have to register their new vehicle immediately.  All New Hampshire residents as well as Mrs. ***** are issued 20-day temporary plates, allowing her and all of our customers 20 days before they have to legally register a new or used vehicle.  That is something that is and was Mrs. *****’s and all of customers personal decision whether they want to register their vehicles immediately or wait
  up to 20 days before they need to register the vehicle with the State of New Hampshire.  We questioned Mike J****** with Mrs. ***** there, asking him if he told Mrs. ***** at any time
  that she had to register her vehicle immediately.  Mike informed Mrs. ***** directly at that time, very politely that he NEVER told her any such thing about having to register her new vehicle immediately.  Mrs. *****  accepted this.
  
  She then complained that her Nissan connect software APP in the Nissan Altima was never registered with her name in it and was then reminded that Josh S***** her salesperson had brought her into where his work desktop computer is and had connected her.  She then answered, “oh yes, I do remember that now”. Another salesperson Raphael R******** went ahead to help Mrs. ***** and re- verified that she was registered with Nissan Connect.
  
  On October 27th Ms. ***** returned with her new Altima because the Nissan Connect was not recognizing her vehicle.  A repair order was opened, and we put Ms. ***** in a loaner car which she was in from October 27th to November 17th.  Even though Mrs. ***** had an additional vehicle at home that she could have used, we put her in our loaner vehicle which she used to go on a long-distance trip because she stated she didn’t want to use her own car.
  
  Upon return she informed George M******* that she no longer wanted the Altima.  After speaking with the owner Peggy P****, it was agreed that Peters Nissan would take the vehicle back.  Any money Mrs. ***** had paid to Peters Nissan, was returned to her and the finance contract was cancelled thru the lender.  Peters Nissan did not return the Documentation Fee and Title fee for $479.00 immediately but did so after constant pressure and harassment by Mrs. *****.  There are always expenses to any dealership when any customer purchases a vehicle for documentation, filing fees, etc which was no different with Mrs. *****.  In addition, Mrs. ***** had registered the new vehicle which once done, this vehicle is not considered new but has to be re-sold as a used vehicle which is automatically reduced to a lower depreciated
  value and price.  Again, she was returned all and any monies she directly paid to Peters Nissan.
  
  In addition to returning all monies that was paid by Mrs. ***** to Peters Nissan, she is now seeking reimbursement for the registration fees that she paid to the City of Nashua and the State of New Hampshire within 24 hours of signing for her New Nissan Altima.  Peters Nissan of Nashua has absolutely NO obligation to pay Mrs. ***** for any registration fees she paid to the State of NH and the City of Nashua.  This was Mrs. *****’s decision and only hers that she made and chose to register her vehicle within 24 hours of taking delivery of it.   Peters Nissan has gone above and beyond to make Mrs. ***** happy, including taking her new registered vehicle back and returning all monies that she had paid directly to Peters Nissan of Nashua.  We have no responsibility further than what we have already done.  Mrs. ***** also need to know that if and when she purchases another vehicle and does register it with the plates she received
  for the Altima, she will be credited back a portion of the monies paid to the State
  of NH depending on the price of the vehicle.
  
  Richard T*******
  Corporate Operations Director
  Peters Nissan & Honda of Nashua