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:12/19/2024

  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.

  Bought used 2015 **** f350 pickup on Nov 25, 2024 brought home 6pm parked truck. Next morning Nov ******* drove truck 7 miles engine light came on & DEF error light, oil filter loose, truck pulled to left & Truck would not go over 50mph. Took truck back to Honda told me to bring truck back on Dec 2, 2024 9 am for service. As I did and left the truck with Honda. By Dec 5th I called to see if truck was finished no reply. Called dec 10, 11, twice 12th, twice 13th. Still no return reply. Went to Honda wanting to know what's going on with the truck. Said mechanic found other issues. Dec 18th finally got truck back at 6:30pm. Drove truck home 5 miles parked it. Dec 19th drove the truck 530pm to ************ 8 miles, engine light comes on, then engine idled light came on. Had to put truck in 4x4 because parking lot was muddy. 4x4 wouldn't engage and a light with wrench 4x4 came on. Parked the truck. I left my event at 700pm started the truck and the truck had no power. Would not go over 2mph. Drove the truck 3 miles with emergency lights flashing and brother following me. He said the front wheels are not lined up with the rear wheels. Bent frame was obvious he could notice it while he was following me. So I parked the truck at a nearby business. Had brother drive me home. Called ******* ***** my salesman at Honda and said to call Hawks towing and have the truck towed to Honda at Hondas expense. I explained in the short time that I've had physical possession, twice I tried to go somewhere, both times the truck broke down. I have only put approximately 30 miles myself on the truck since purchased. I am afraid to drive the truck anywhere because both times I did it broke down. I'm stuck on the side of the road, last time it was dark out.

  

  Business Response

  Date: 12/30/2024

  Customer has an appointment at 2 to sign the required docs and to get her ******* check back....check has been cut I have it in hand.

  Customer Answer

  Date: 12/30/2024

  [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:10/23/2024

  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.

  Bought used truck. Truck had many issues. Brought back to dealer. Contacted dealer sales *** 3 times never returned call. Asked left message to speak to *********( manager) never called. Each time I call requested manager put to a voice mail. No return calls. Truck has expired tags, dealer asking me to drive it. Contact sakes, no one returns phone calls. They lent me a loaner vehicle called me 1230 pm demanding I return or charging me $150 each day. I want money back they can have truck back. ***** promises

  

  Business Response

  Date: 10/24/2024

  This vehicle was here for repair work and completed for the customer with no charge.  The title for the vehicle purchased was sent to us with a mileage issue and is being corrected by NJDMV.  Since there was a title issue a 2nd temp was provided to the customer and the vehicle can be driven.  It is indeed inconvenient to not have tags however this vehicle can be picked up and the loaner vehicle returned as we only have 20 in the fleet for over 5000 service tickets per month.  No refund is necessary or required here.

   

  Customer Answer

  Date: 10/30/2024

  
  Complaint: 22464447
  
  I am rejecting this response because: 

  I dropped truck off with issues that needed repair. Hamilton Honda did not fix anything. Not one issue i had with truck

  - right side front window, while going up, comes right back down

  - there is a noise coming from front off truck

  - left rear door does not open from inside

  Truck has no reverse light

  - tire fault light on dash for oversize tires

  - check engine light was flashing on truck. Not currently on

  - no owner's manual with truck for instruction

  - gas cap door broken

  Hamilton Honda called me the next day to pick ip truck and nothing was fixed. I went to dealership and spoke to manager *** *********. I went over the trick and showed him that no repairs had been done on truck. I brought truck in for repairs on October 13. My temporary license tags were expired on October 2. No one from dealer called and explained anything. Hamilton Honda is over 1 hour away from my house. I dropped off truck and we t to pick it up with no repairs even done. I lost time from my business and want to be compensated for my lost time. I called multiple time and kept being put through the voicemail. I left several messages and not one has been returned. I asked to speak to general manager ( ********) i have yet to hear from him. This dealership wasted my time

  
  
  
  
  Regards,
  
  ******* ********

  

  Business Response

  Date: 11/12/2024

  An accomodating offer has been agreed upon by the parties involved.  This is no longer necessary.  He elected to keep the car.  Repairs are in process.

• Initial Complaint

  Date:10/06/2024

  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.

  On saturday, october fifth I went into the dealership after seeing a vehicle that I had my eye price go down. Upon talking to the salesman. He brought me the previous deal.. From 2 weeks ago I told him the price has gone down.When I looked at the vehicle again, he told me the sales manager. That's the price.If I use their financing, I asked to speak to the salesman. The sales manager came back and spoke with me . He informed me.That was the price if I used their financing. And he also informed me that if I wanted to purchase order that I had to give up fifteen hundred dollars.That was non refundable... To receive the purchase order.. This was ridiculous. How can I be charged for not using their finance? Also, why do I have to give fifteen hundred dollars to get a purchaser order..

  

  Business Response

  Date: 10/07/2024

  Our website clearly states that the online price requires financing in house.  Outside financing requires a $1500.00 hold on the vehicle to obtain check from source in order to solidify the deal.  This is not worthy of a complaint if they don't like the corporate requirements dont purchase the vehicle.  

• Initial Complaint

  Date:08/15/2024

  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.

  Sold me a service contract for appearance package and they wont stand by it

  

  Business Response

  Date: 08/15/2024

  not too sure what this means? We dont sell appearance packages however if the customer wants to cancel something they purchased as far as a warranty goes it can be canceled all they have to do is come in and we will process the cancellation

  Customer Answer

  Date: 08/15/2024

  [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:07/19/2024

  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.

  Joined the monthly unlimited Car Wash program. In February of this year, I decided to cancel membership, after 1 year, because I wasn't using it enough, and when I did go for a wash, they were closed for maintenance numerous times. After cancellation, in February 2024, I continued to be charged ($21.30 Monthly) for this service I wasn't using. After 3 trips to the dealership to resolve this issue, and be assured that the problem would be resolved., it still isn't. Its now July, just received my June statement, and I'm still being charged my monthly membership fee. How many more visits and calls do I have to make, before this problem is resolved? Hamilton Honda Car Wash is not worth the aggravation and time, go elsewhere!!!

  

  Business Response

  Date: 08/09/2024

  Service Team sent message to Car Wash Team. Consumer should have received refund:

   

  Carwash Team, can we please cancel this guy's membership and issue him the $127.80 refund he is asking for?

   

  *****

  Hamilton Honda

• Initial Complaint

  Date:07/11/2024

  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.

  We bought a car from Hamilton Honda (2021 Mazda3 Hatchback) in May of 2024. Since purchasing the vehicle, there has been a large list of issues, some of which still have yet to be resolved by the dealer. Both front struts and wheel bearings needed replacement as well as both front sway bar linkages. On top of this, the vehicle has two bent rims, has been in an unreported accident, and has a bad windshield. The dealer agreed to resolve all issues, but have yet to do this. The dealer paid for repairs on the struts and wheel bearings but have not repaired the windshield, body work, or rims. I have been in contact with *** in Used Car sales as well as ***** in Service and have yet to receive any communication about moving forward with the rest of the repairs. ***** does not answer the phone nor does she respond to any voicemails I leave. I am now stuck with a vehicle that I bought and continue to pay for that has been faulty since purchase. On top of this, the dealership claims they completed a Pre-Delivery Inspection of the vehicle before sale as well as a detail, but it is very clear this was never done, as stated above. In addition to the damaged parts, the vehicle was claimed to be detailed but was still dirty upon delivery and reeked of marijuana. On top of all of this, shortly after delivery the brakes began to start grinding, indicating that brakes needed replacement. After letting ***** know if this, she responded by saying that brakes were checked and "recently replaced". I then had to get brakes done elsewhere and pay out of pocket, with the dealership saying there is no way they were replaced or even checked. I would also like to add that through the entire process (purchasing and repairs), associates in sales have been anything but helpful. The sales manager (Amged ****) was nothing but rude and unhelpful to us, trying anything to take accountability away from him and the dealership. I would like these repairs to be handled and completed asap.

  

  Business Response

  Date: 07/12/2024

  Currently the vehicle is in process to be repaired as requested.  We have gone above and beyond to attempt to fix this vehicle outside of any proper warranties that were passed on at the time of sale by the consumer.  Sending a vehicle to another brand to fix often takes longer than necessary because they do not prioritize the work.  We do not currently have an available loaner vehicle as the fleet is already out for other customers.  The car will be fixed as suggested by *** used car manager but it will not be overnight.  There is nothing else that we are responsible for in this matter.  We could, by law, give him the vehicle back as it was purchased and it would he his responsibility to fix it out of his own pocket if he is in a time crunch, otherwise it will be ready when its done 

  Customer Answer

  Date: 07/12/2024

  
  Complaint: 21974976
  
  I am rejecting this response because:
  It is less the time it will take to repair the vehicle, and more the complete lack of communication on the dealerships part. The vehicle can be dropped off without need for a loaner July 21, unless a loaner vehicle can be provided sooner.
  
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 07/12/2024

  None available 

• Initial Complaint

  Date:04/11/2024

  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 purchased a preowned Ford F-150 from Hamilton Honda on 4/2/2024. This vehicle didn't have a button for remote start on the key fob and remote start wasn't listed on the options, so I assumed it didn't exist. Once getting into the vehicle over the subsequent few days, I realized that there was in fact remote start available on this vehicle, they just provided a key fob without it. I reached out to my salesman who told me they could copy the exact key I have, and basically kept repeating that over and over. He told me they have someone that comes in to make keys and they could copy my exact key but could not supply me with a remote start. I tried to explain that I already had remote start and just needed them to cut me a key on the proper remote so that I would have all the functions that me vehicle was supposed to have. He told me he'd see what he could do. After a few days of no response I reached out to the manager, explained what was going on. Included pictures of the key I was given and the key that should have been provided. I said I really should have been given two keys but getting one of the right remotes would be sufficient as I didn't really need remote start for the backup key. I was told they didn't supply keys with remote start. I pushed back asking why I wouldn't been given the key that operated all the functions of the vehicle. The answer I was given was to say that it unlocks and starts the truck and that is good enough.  I should be provided with at least one fully functional key fob. I really don't think it should even be a question. The answer shouldn't be, it almost works all the way, that's good enough.

  

  Business Response

  Date: 04/22/2024

  I will cut you a check for $250.00 to incur a cost for the keyfob, we cannot get a Ford Fob here or program it which is why you received the reply from the Used Car Manager.  Please email *********************** he will handle from here if this settles your concern.  Please remove $30,000.00 from this complaint as that is not the cost of a key.

  Thank you

  Customer Answer

  Date: 04/22/2024

  [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.   Please do not close this case until I confirm I have check in hand.  
  
  Regards,
  **** ****

• Initial Complaint

  Date:04/02/2024

  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.

  On March 19, 2024, I brought my car, purchased through Hamilton Honda, for an oil change via their express service. At the time of purchase, I was assured that I could bring in my car on any day for an oil change and receive same-day service through their express service line, provided it was during the express service hours listed on their website. However, upon arrival, I was informed that they no longer offered express service, despite the fact that the express service hours were still displayed on their website's homepage as of March 19, 2024. These express service hours were distinct from their standard service hours. I was then told that the earliest available appointment for a scheduled oil change would be April 5, 2024, which was seventeen days later. This date was considered an express service appointment.In a complaint filed on January 5, 2024, a user detailed signing paperwork to cancel their lifetime oil changes in exchange for a lump sum reimbursement. I requested the same paperwork through Hamilton Honda's website contact page and outlined the aforementioned reasons for seeking a cancellation of the lifetime oil changes in favor of a lump sum reimbursement. Despite receiving a message indicating that I would receive a response within an hour, I never received a reply or confirmation of the message sent through their contact page. After fourteen days without a response, I am now filing this complaint.Furthermore, according to archive.org's Wayback Machine, Hamilton Honda updated their homepage on March 24, 2024, to remove the **************** Hours" section, leaving only the "Service Hours" visible. It is worth noting that this change occurred after I submitted my request for the paperwork to receive a lump sum reimbursement, and not during the several years that the express service hours were supposedly not offered, as stated by the representative I spoke with on March 19, 2024. I believe this change was made in part to invalidate my request.

  

  Business Response

  Date: 04/25/2024

  You receive the ******** Changes that are associated with the Set for Life program we have, the review you read of the other consumer that received a monetary value was something that they purchased to have the oil change program added to their car. We are sorry that we no longer offer the **************** That feature was suspended in 2020 and we have not been able to reinstate it. We do our very best to be able to schedule everyone in a timely manner.  

• Initial Complaint

  Date:01/05/2024

  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.

  We signed paperwork back in Oct. 2023 to cancel lifetime oil changes and we were supposed to be reimbursed $750.00+. We have called and emailed Hamilton Honda many times. At one point they said they had the check and were mailing it. We have not received a cent. Most of the time people do not answer their phones. The reason we cancelled the oil change was that they were not going to be able to change our oil for almost a month we were taking a long trip and the oil light was on, so we took it to another Honda dealership the next day and had the oil and filter changed. This dealership was great before ownership changed. We were customers from the beginning and were very happy. But will no longer be customers. This is only one problem we have had, but there have been bigger problems, but right now, we just want our money and never have to deal with this company again.

  

  Business Response

  Date: 01/05/2024

  Hello, please be assured your concerns are our top priority, and we strive for a positive experience. Contract cancellations do take time for review, processing, and accuracy assurance. We did previously escalate your request to ensure your refund was processed as quickly as possible over the holidays. We will be certain to reach out again for any further updates on the mailing of your check. We sincerely thank you for your patience as we do so. Thank you again, we appreciate your business. All our best.

  

  Business Response

  Date: 01/23/2024

  We have been notified by our accounting department that your check has been processed. Our team will track it until it is confirmed you have received it. We appreciate your continued patience and look forward to this concern being completely resolved for you.

  Customer Answer

  Date: 01/25/2024

  [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. Thank you.
  
  Regards,
  ***** ******

• Initial Complaint

  Date:12/04/2023

  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 purchased a used car from Hamilton Honda. A week after buying the car, it broke down. I had the car towed to Honda at my own expense, and the vehicle has been sitting there since. I can't get the service advisor to answer the phone or return my calls. Every time I ask to speak to a manager, they never transfer me; instead, they transfer me to a sales rep. It's been three weeks now, and I still don't know anything. I'm paying for a vehicle I can't drive.

  

  Business Response

  Date: 12/05/2023

  First and foremost, thank you for your business. We sincerely apologize for any miscommunication you may have received. It does not reflect our standards of customer service and satisfaction. Our management team is working on this as a top priority to ensure a resolution and repair as soon as possible for you. Thank you for your patience and understanding.