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:04/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my concern and disappointment regarding an unresolved matter involving a referral reward I was promised after referring a friend who purchased a vehicle from your dealership over six months ago. At the time of my friend’s vehicle delivery, I completed all necessary referral documentation as instructed, and I was assured that the referral reward would be processed accordingly. However, despite numerous follow-ups over the past several months, I have yet to receive any update or resolution. I initially worked with Mr. Nelson K. who was excellent during the car-buying experience. Unfortunately, when it comes to this referral matter, I have not received any response from him in quite some time. My calls and messages have gone unanswered, and when I reach out to the dealership, I am met with vague or unhelpful responses. I am extremely disappointed with how this matter is being handled. I trusted the dealership's word and followed all the procedures as outlined. I am simply asking for what was promised to me in good faith. I kindly request immediate attention to this issue and a clear update on the status of my referral reward. If there are any additional steps needed from my end, please let me know as soon as possible so this matter can be resolved without further delay.

  Business Response

  Date: 04/28/2025

  We spoke to the customer and a referral check was processed today. 

  Sincerely,

  Missi C.

  Customer Answer

  Date: 04/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ************* *******

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  vehicle repair status ro ******  had me signed lots of paper work in Feb. and then waiting more than two months for a part is unacceptable, especially when the part is all over the internet on sale. get the vehicle fixed now or return/refund the lease.

  Business Response

  Date: 04/02/2025

   

  This customer is waiting for the front bumper facia for his vehicle. He was involved in an accident and damaged his car. This is not a manufacturing defect. The part # that we are waiting for is #********* We have escalated to Honda and they have updated his part order to a CBO (critical back order = highest priority). The part is estimated to be released to us on 5/6/2025. We tried to locate another part throughout the country but we have been unable to have a part released to us any sooner than the part coming from Honda directly. See attached email chain to show what was communicated to the customer. We will continue to advocate for the customer but there isn't anything we can do.

  Sincerely,

  Missi *********
  
  

  Customer Answer

  Date: 04/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Spelled my name wrong.

  Multiple choices are on market, the shop choose the two months waiting one why?
  
  
  Regards,
  
  Gang **** 

• Initial Complaint

  Date:12/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Open road honda got us into electric car deal without telling us **** does not support their charger my electric bill is 75 percent more I'm devastated opened the case with American Honda and they sarcastically told me enjoy your purchase Please help us

  Business Response

  Date: 12/23/2024

  I'm unsure of the reason why the electric company doesn't support the charger. We've sold hundreds of electric cars and have never come across this issue. The state is offering benefits to consumers and this confuses me. It is up to the consumer to do their research and learn about the costs, savings and technology needed to own an electric car. Where does the refund figure of $18,000 come from? Open Road Honda has been in business for 52 years and works diligently to please our customers, however, I don't know how to assist with this one.

  Sincerely,

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

• Initial Complaint

  Date:07/20/2024

  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 car on June 20 2024 and was given temporary plates and told the real plates would be mailed to me in 2 weeks Its been a month the business keeps promising its coming and nothing came In the mean time Im stuck without a car and the possibility of getting ticketed for having expired plates

  Business Response

  Date: 07/22/2024

  Our apologies for the delay. The third party company that we use to do out of state plates was effected by the software hack of CDK. The plates are being sent overnight to us tomorrow and we will in turn get them to the customer the next day.

  Again, I apologize for the frustration and inconvenience.

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

• Initial Complaint

  Date:05/29/2024

  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.

  Hi, I would like to submit a complaint for Open Road Honda in Edison, NJ regarding their refusal to service my vehicle while it is under warranty. I had an airbag light on and they were quick to blame my remote start system without checking if it is causing the issue. I had that issue fixed at another dealership without removing the remote start system because it had nothing to do with the issue at hand. Now this dealer is refusing service of my vehicle of a blown head gasket while under warranty and are extremely rude and hanging up the phone on me. Neil W. is the service manager that is responsible for this behavior. They will not put in writing they are refusing service so to avoid getting in trouble from corporate. This is unacceptable for me to purchase a Honda product and not being able to service it at a dealership while it is still under warranty. The aftermarket part was proven to not be the cause of the airbag light because the other dealership did not refuse service on it. Now there is the ongoing issue of coolant leaking into the cylinders which needs to be resolved.

  Business Response

  Date: 06/03/2024

  After speaking to Neil W. Honda's Service Director, I learned that Mr ***** dropped off his car without an appointment. Mr W.  called to explain that his previous unacceptable name calling of our employees and irate behavior warranted us to no longer service his vehicle. I've attached a copy of a tool we use called MyKarma, that captures communication with our customers. It is never our practice to shut down business with a customer, however, we cannot allow our employees to be abused in this manner. I'm sorry but the dealership chooses not to service his vehicle and he'll have to take it elsewhere.

  Sincerely,

  Missi C.

   

   

   

  Customer Answer

  Date: 06/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  They are showing zero accountability for their actions. My vehicle was and is still under warranty. They're quick to assume that an aftermarket part is causing the issue so as to avoid losing out on the low warranty pay from Honda. This is misrepresenting the warranty that Honda offers from the factory and they have an obligation to serve Honda customers whose vehicles are defective not caused by aftermarket parts. The remote start system had nothing to do with the airbag sensor and now they are refusing to service my vehicle again. They wasted my time once more because I called in to bring in the vehicle and said no appointment was necessary and to just drop it off. I am not upset for no reason the employees at this location have no accountability and should not be misrepresenting Honda's warranty when they are expectes to deliver according to corporate standards. Plus they gave no prior warning on "ending our relationship". 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 06/04/2024

  Although it is the responsibility of the BBB to protect the consumer, it is Open Road Honda's responsibility to protect our employees safety and well being. Please accept this as formal notice that Open Road Honda will not service your vehicle due to the hostile behavior displayed to our employees. The vehicle can be taken to another authorized Honda dealership.

  Sincerely,

  Missi C.

  Customer Answer

  Date: 06/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Open Road Honda has made no attempt to resolve the issue at hand. They will not admit that they are lying to get out of warranty work to service my Honda vehicle. It seems they enjoy irritating customers and wasting their time.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/10/2023

  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.

  Purchased my vehicle on 4/1/2023. I did not want any additional packages or fees on my quote. Sales person vaguely brushed over the fact of a 'mandatory' charge, there was no discussion of what this covered or what it was for. After looking over my receipt after purchase, I and see the $1295 listed for a 'Protection Package 300C'. I try to contact someone to see what this covers, and what it is. Everyone I contact tries to give me the run around, offering no actual information. I contact my rep and they tell me it is for these 3 things: door edge guards, wheel locks, and the license plate frame... keep in mind these items value at less than $100. Seeing it on my receipt, I assumed a protection package was for something to actually cover my car if it needed repairs so if it was actually useful and worth the money, no problem. But for these items they charge me $1295, is a scam and deceiving. These weren't things that were added onto the car for me, they were already there and they look for something on the car to charge this price for and make it up for all customers. On the quote going over numbers, it wasn't labeled as protection package either which can be confusing and they don't want you to question this and just tell you it is something you have to pay. I want a refund for this charge, I have offered to return these items that they claim I am paying for with this fee. It is unethical to do this to a customer that you could build a relationship with, and have them come back to get their service, but this place just tries to rob you at the first chance they get.

  Business Response

  Date: 04/11/2023

  *******************, GM of the dealership will reach out to **************************. The items in the package cover a range of things that are optional. **** will discuss this as well as offer a refund. 

  Sincerely,

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