Complaints

This profile includes complaints for Honda of Toms River's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Honda of Toms River

  346 Route 37 W. Toms River, NJ 08753-5538

  
• 

  Honda of Toms River

  c/o Bob Ciasulli Auto Group, 1485 Route 46 Little Falls, NJ 07424-1743

  

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:03/03/2025

  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.

  So i initially walked into honda in *********** just to look & see different options every time i tried to leave the door a different manager or finance person would come out. I somehow ended up surrounded by 4 men & being asked what will it take to buy the car they offered me a lease option where my payments would be $250 they said by the time your lease ends (which i extended an extra 6months) my finance payments would be the same because at that point id only owe 15/16k and would be paying off that price right? Makes sense they were adamant about that so i agreed. Fast forward to now where my lease ended was harassed for about a year asking to come in & look at new cars because financing wouldnt be worth it that things have changed & itd be $430 to finance so to just lease a new one at $469 & if i wanted to get rid of it its about a 6k fee i was soo angry i decided to try tomsriver honda where he said my payments are now $380ish & basically i had no choice either that or voluntarily hand in & pay the fee. But i was never told all the time&money i spent working on paying off the car no longer counted!! I now owe a lil over 22k like if i bought the car all over again from the lot not the amount i owed like i was told in the beginning i feel scammed! All around instead of being charged 6k to hand the car in i was charged 6k/7k to keep the car!! They get you to sign documents electronically all you have in the signature pad they speak on what your signing but never the numbers. I asked to keep my plates was told i cant got charged for that then i got charged and extra almost 4k for a honda care nothing was ever disclosed i have reached out multiple times in regards to my contract and nothing. I get told i must speak to a finance manager theres never one there or they want me to speak to ***** which i have already stated i dont want to speak to him again

  

  Business Response

  Date: 03/04/2025

  Hello,

     I have Pulled your contract and saw that your purchase price of the vehicle is correct with your original Lease Contract. You have the option of Honda Care which if you choose you can come in and sign off to cancel. The license plates you referenced about keeping are the property of the Bank who held the lease and can not be kept when you buy out your car. Please let me know when you want to come in and have the cancellation paperwork filled out. Thank you,

  Customer Answer

  Date: 03/04/2025

  
  Complaint: 23014638
  
  When am i able to come in? My purchase price was a little under 15k from 15k to 22k is a very big difference and none of these optional things were discussed i had a honda finance person talk to me in regards to this and they apologized.. The only price/number that was discussed was my monthly payment i didnt find out until 2months later that i now owe 22k and im upside down on my car because of it.. If the honda care is optional i would like to have it taken off
  
  
  
  Regards,
  
  Jaliza Toro

  

  Business Response

  Date: 03/05/2025

  Hello,

       Please let me know a time when you would like to stop in so we can go over the purchase and contract to explain in detail and look for the discrepancy you are refereeing to. Thank you,

  Customer Answer

  Date: 03/06/2025

  
  Complaint: 23014638
  
  I am available Tuesday afternoon/evening 
  
  
  Regards,
  
  Jaliza Toro

  

  Business Response

  Date: 03/11/2025

  Hello,

     Yes, the Honda Care was optional and I will have it cancelled. Please let me know when you can stop in to have this handled. Thank you,

  Customer Answer

  Date: 03/13/2025

  [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,
  
  Jaliza Toro

• Initial Complaint

  Date:10/08/2024

  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 went to Honda of Toms River in July to turn in my Honda Passport lease and finance a new Honda. I owed $6,000 on my Honda lease and knew I would be some miles over according to my lease agreement. When I was working with Honda to negotiate the best price, they told me that since I have been a loyal Honda owner since 2015, they would absorb any overage costs that I owed Honda (I.e., the $6,000 or mileage over). I made sure time and time again. I completed all the paperwork, settled on an agreement, signed the papers and got into a financed car, thinking that, since I stayed with Honda, they helped cover the excess on my lease as well as my miles over. A few weeks later, I received a call that the leasing company (***********) never received any word that the passport was turned in. When I called Honda of TR, they explained that they had sent a check out. I spent days confirming with Fusion that they never received it. The dealership never reached out to me to let me know that the check was actually sent back to them because they sent it to the wrong loan company. Once I called them, they told me and asked me for the company to send the right payoff check to. After that was taken care of, I received a bill from Fusion Auto of $2,225 charging me for miles over and damage to the vehicle. I know there was a windshield crack but that was repaired by Safelight. However, they charged me for the overage of miles, a missing floor mat and rim damage that was not there when I turned the car in. I asked the Honda salesperson why I was being charged for miles and she then texted me back that "I don't think that was agreed upon", even though they told me that they would handle it if I stayed with Honda. Now I am facing possible collections because this bill is not paid, and nobody has returned phone calls to me to figure out why Honda is not handling it. I would just like them to cover the cost of the overage on my miles from the passport.

  

  Business Response

  Date: 10/09/2024

  To whom it may concern,

   

  The Dealerships are not responsible for the over mileage and never was, and never is, the customer who drove the vehicle is always responsible for the over mileage, they drove the vehicle all the 2-3 years whatever the term and conditions are on the lease agreement and therefore are expected to abide by it.  The mileage penalty is always disclosed on all lease contracts, and we made sure at all times that the customer is aware of all penalties. 

• Initial Complaint

  Date:09/05/2024

  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 bought a car on August 5th everything was great! Two weeks later I was called stating that I owed $4,000 which later switched to $1,300. They said something went wrong on there end with the bank so they were trying to get the money from me. Flash forward to August 27th they called back saying they were sorry and it was a mistake with Honda. They wanted me to sign a new contact which I said no to and they were okay with it. Now today September 5th they said they are withholding my plates and registration because Im not signing a new contract. The contract stated that if I didnt feel comfortable signing a new one I didnt have to. I need help obtaining my plates which is my legal property.

  

  Business Response

  Date: 09/06/2024

  To whom it may concern 

   

  We have resolved this problem. The bank did not approve **************************************** originally due to very low credit score. I got involved and was able to obtain approval, however the bank asked for additional down payment. We have spoken with ******** and asked for an additional $1300 down which they didnt have. So we still got the deal consummated and the dealership absorbed an additional $1300 on his behalf and took an additional loss. 
  

  it was a huge favor for Dominque 

   

  it was already resolved and honda funded us 

   

  Tnx 

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

  platform General manager 

  Honda of Toms River

  *********** cell 

• Initial Complaint

  Date:07/24/2024

  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.

  Date of Transaction: 7/12/2024. Extremely awful car buying experience!! This dealership too full advantage of my elderly mom when she went to the dealership to buy a car based on an ad she saw advertising a 2024 Honda Civic for a monthly lease of $169. When she was there, they showed her an Accord, which she told them was too big for her. They proceeded to then mention a Civic, which they brought one that was owned by the salesperson to the front door for her to look at through the dealership door. They never gave her a test drive or had her sit in a Civic. They drew up the paperwork and when she was presented with it, she told them it was not affordable for her. They said they would see that they could do, next thing she knew they had the paperwork drawn up and then convinced her take extra coverage for windshield and rim damage. They pressured her to sign the lease and then had her drive the car away. When she made several attempts to have them lower the payment after the sale, they gave her the brush off and did the same to me when I tried to work with them on her behalf. We also tried visiting the dealership to work something out but they got nasty with us, yelled at us in front of other customers and stormed off away from us. They then left us sitting at a salesperson's desk for about 20 minutes before we left because they were treating us so poorly.

  

  Business Response

  Date: 08/05/2024

  To who it may concern,

  This problem has been resolved; Ms. **** ***** was the mother of Ms. ******* who purchased the vehicle. We ended up unwinding (cancelling) the transaction, they are so happy that they have posted 5 stars google review for Honda of Toms. They are very happy

   

  Customer Answer

  Date: 08/06/2024

  We visited the dealership on Friday, 8/2/24 to see about working something out over my mom’s lease deal I which she was clearly taken advantage of and not treated with respect. We met with Manny M. general manager who was truly a pleasure to deal with and very respectful of what we wanted to accomplish while we were at the dealership. He gave us some options to resolve my mom’s situation, called Honda Corporation on our behalf to see about getting my mom out of her contract and was able to have them agree to let her return the car with no consequences.

   

  Our interaction with Manny M.was smooth, he was very respectful to us and was willing to do what he could to make sure we were happy with the outcome. I wish to withdraw my complaint now that things have been resolved and my mom is very relieved. If we had dealt with Manny from when I first tried to get the dealership to work with us, this whole ordeal would have been avoided. He genuinely wants his customers to have a pleasant, enriching experience at this dealership.

   

  Thank you for being efficient with following up on my initial complaint and have a great day.

   

  Regards,

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

   

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22038827, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *******n

• Initial Complaint

  Date:12/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a vehicle on november 4th 2023 From honda of toms river. I was not informed of any Fees involving this vehicle. That's Sales person Did not inform me of any number when he came to price of the actual vehicle. And I did not sign or initiany paperwork informing me of these numbers.When I asked about them.They kept blowing them off. To the point that 3 weeks later after the vehicle was purchased. I found out they added an extra $9000 to the price. When I stopped at the store to ask about it. They started pointing fingers at each other, saying that this person or that person should have told me and did nothing about it. I am not the first person. They have scam doing **** and and trick into buying a car for more money than what it's worth

  

  Business Response

  Date: 12/29/2023

  We have researched this issue and we have reached out to the customer for a resolution.

• Initial Complaint

  Date:08/24/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  

  Business Response

  Date: 09/05/2023

  There is no attachment to this complaint. We cannot answer this if there is nothing to read or view. Please tell us why you are looking for a refund and provide more details . thanks

  

  Business Response

  Date: 09/05/2023

  I have emailed this consumer , email is not valid, keeps bouncing. I have called numerous times mailbox is full. We have a $2749.83 warranty product cancelation in progress for her, once we get paid we will send the check. 

  Also note there are no attachments to view.

  Customer Information:
  *******************************
  221 ***********
  ********, ** 08005
  Daytime Phone: **************
  E-mail: *********************

  
  

• Initial Complaint

  Date:06/05/2023

  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.

  On May 4th I was driving my 2018 Honda Accord to work in ************* **. The engine made a weird sound, all lights on the dash lit up and smoke poured out of the exhaust. I stopped immediately and had it towed to Honda of Toms River. Service said a piston rod broke through the block and the engine needed to be replaced. After a 2 week tear down the dealership had no idea what caused the failure. The Honda Care adjuster inspects vehicle, notes "water spots" on the air intake and deemed the cause "hydro-lock" and denied coverage. There was no rain, flood, previous flooding damage or anything of the sort that should have caused hydro-lock. Not one mention of water in the engine was made during the entire discovery process by the Honda technicians. My extended warranty is until 120k miles and now I am facing an $8700 repair that I feel was mis-diagnosed and denied. I bought this car as a certified pre-owned car and have only driven 22k miles since I've had it. Can anyone help us? Honda Care coverage for drive train to 120k miles and the Certified Pre-Owned states coverage until 7 year / 100k miles on the drive train. Service has informed me they have never seen Honda cover an engine because they dont break! It has now been suggested I place a claim with my car insurance for the repair. Any help would be appreciated.

  

  Business Response

  Date: 06/06/2023

  Good morning,

  As you mentioned the Honda Care adjuster deem the hydro lock due to water damage. You certainly can appeal their decision. If they will not change their conclusion your car insurance would be the next step to have the repair fixed. We have no authority over the adjuster or Honda Care to approve the claim. I will review this with the ** again and circle back.

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

  Customer Answer

  Date: 06/06/2023

  
  Complaint: 20146610
  
  I am rejecting this response because:
  
  As stated, the Honda Technicians did not report any water findings during their diagnostic process and reporting. After 2 weeks of teardown the service department was unsure of the failure cause. A Honda Care adjuster finding said "water spots" is not an indication of hydro lock, nor does a spot or stain even indicate water, as many fluids or smears from service can leave a **** anywhere in the engine bay. I feel hydro lock would have been evident during the disassembly. I would like to appeal this and would expect the service center to back the customer based on their findings and not spots that an insurance adjuster finds. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/15/2022

  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 have owned my car for approximately 4 months. It was in 2 accidents that I wasnt aware of. One which crunched the trunk but was rigged back together to work. Its currently leaking water in my trunk flooding the spare tire area and causing moldy carpet. Thats on top of other things it has needed, tie rod, alignment, brake flush, brakes. All within 4 months of ownership. The dealer and corporate knows all about this and nobody wants to do anything. My request for a refund has been denied multiple times. On top of all this an employee, ***** feels its professional to initiate a screaming match over the phone when requesting resolution.

  

  Business Response

  Date: 12/10/2022

  **** was giving a copy of the carfax which he signed which stated the accidents on the vehicle. We sold **** the vehicle approximately 4 months ago so this obviously was not a preexisting problem. After speaking to ********** am trying to secure him a loaner and get his car in to our dealership to try to assist him.

• Initial Complaint

  Date:10/11/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a car off lease and dealership has not provided title as required by law. ******** completed in August 2022 and dealership refuses to provide title.

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new car from this dealership in April 2021 and with that purchase, 2 key fobs were included. The dealership gave me key #1 when I test drove and took the vehicle home and then the dealership gave me key #2 when I signed papers to buy. I put the spare key in a safe until I would need it. In May 2022, I finally needed it, but unfortunately discovered that the dealership gave me the wrong key. I believe it was an honest mistake because the sticker on the spare key has the *** # written on it and it matches my *** # except by one digit. I called the dealership and was put in touch with the sales director. He advised me based off the situation that I could get a key replacement at Honda of Freehold and he would reimburse me for the discrepancy. This was due to the car being so far away, I couldnt have it towed to Toms River without a *******************. This resolution made sense and I asked the gentleman to put it into writing because I was discouraged that someone would turn around and say I never said that after I laid out the money. He kindly emailed me back and copied a couple other employees saying no problem well take care of it. So fast forward a week or so and I sent them all the invoice. Then I followed up countless times for over 3 weeks, but no one would answer me. Finally he responded that he didnt receive the invoice I sent - I sent it again. Then he asked me to verify my address to send me a check. I verified it twice and followed up with him some more. Its been another month since he told me the check was coming. I havent received a check and no one will answer me. I also asked these employees multiple times if they could help me get a second key, but none of them will acknowledge that either. Weird flex in a retail business, but whatever. I just want my money back as promised for the key I already paid for when I purchased my car. Its not my fault their sales associate gave me the wrong key.

  

  Business Response

  Date: 08/22/2022

  Morning,

  Sorry about the run around here. Please forward anything you have to me at *************************************** I will be certain it gets handled.

   

  ********