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:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2018 Honda Civiv Type R was being serviced at Garcia Honda. My vehicle was getting a new transmission under warranty. My car was at Garcia Honda for 9 weeks for this service. When I finally got my car back I noticed very soon after that the brakes felt very strange. I had to travel the following day for work so I figured i would handle the issue when I retuned. When i had time i called and made an appointment for the vehicle to be looked at. Garcia Honda bleed the brake system then informed me the brakes were "crystalized" which I have sense learned is a new term for glazed brakes. Having glazed brakes can only occur after extensive use of the brakes and extremely high temperatures typically only possible on track after racing which this car has never done. They recommended i replace all 4 rotors and all brake pads. I had this recently done and the brakes /rotors had less than 500 miles of use. I said absolutely not i will come get the car. A friend of mine owns a race shop so i called him and asked him to inspect. When he did so he notice the brakes were not bleed correctly and that both the driver and passenger side axel bolts where loose which was causing the entire wheel hub assembly to wiggle and push the brake pads apart. Hence the strange feeling. After tightening the bolts and re-bleeding the brake system my car was good as new. I have videos which clearly shows the issue and the loose axel bolts. I have been in contact with the dealership and said all of this as well as requested they reimburse me for the cost (302.99). As I am sure you can image driving a vehicle with loose axel bolts as well as brakes that are not working properly is a huge safety concern.

  Business Response

  Date: 08/12/2024

  ******** ***** ************* *****************
  ** ***** ***** **** * ******* ******          ***************@GMAIL.COM
  *** ***** ********
  
  Customer originally brought his car in on 4/29/2024 @ 49004 miles because he had an issue with the transmission. It took 2 months of going back and forth
  With his expended warranty to finally get approval to replace the transmission. His warranty company made us tear down his
  Transmission to find the point of failure and then refused to pay us our labor. I also ended up eating $900 in discounts to attempt
  To make customer “happy” on top of the labor the warranty company refused to pay. We also informed the customer that they needed
  A brake flush and their rear struts replaced, and customer declined service.
  
  On 7/17/2024 customer brought the car back in stating that was a braking concern. After test driving and verifying customers concern that the brake pedal was hard to push, we preformed a brake fluid service (which was previously declined) at no charge and test drove car. After test drove car after service and felt at times the padel was harder than
  normal. We discovered that the car had glazing on the front and rear rotors and that the brake pads were aftermarket. We recommended to replace the front and rear brake pads and customer declined service. We also rechecked all previous work performed and found no issues.
  
  (according to customer thru text with advisor)
  On 7/19/2024 they took the car to their “friends performance shop”. At this time, they stated that they found a bulletin for a Civic si brake bleeding producer and attempted to do it on the type r and it “worked” on fixing issue. Never once in text was it stated that there were any bolts left loose and rotor moving around. I would also be concerned that this is a “friends” shop and that there is no vin on the paperwork. Customer's name doesn’t match nor do the emails.  And there is no signature on paperwork. We went above and beyond
  for this customer. They have never serviced their car with us before or after.
  
  

• Initial Complaint

  Date:06/27/2024

  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.

  I bought a car with service contract on May 11 2024. I canceled the agreement on May 14. I was told it would take 6 to 8 weeks to get the refund. I told them that was unacceptable and that New Mexico law requires a refund in 15 days. I called many times and never received a return call! I put a dispute on a 3000 credit card payment to them. I received the payment in2 check s on June 10. I told the credit card to reinstate the charge on that day. I deposited the check s but they were returned as the dealer had put stop payment on them I called them and again did not return my call, I went to their office on June 15. They continued to say the credit card had not given them the. money No resolution again and promised to call me back. No call back again. My son ,who is a lawyer made several call and they never responded! I’m at a loss as to what more can I do! My husband is a totally disabled veteran and I have to handle everything. Should I take them to court? Can you help us?

  Business Response

  Date: 07/03/2024

  Customer purchased a vehicle with a Maintenance and a Service Contract on 5/11/2024.

  Customer requested cancellation of the Maintenance and Service Contracts, which were processed on 5/16/2024 through JM&A Fidelity Insurance Company.  JM&A sent the refund checks for each directly to customer, two checks for a total of $3524.00.
  

  On 6/3/24, we received notification of a chargeback of the $3000.00 down payment by credit card.  The notification mentioned it was due to the cancellation of the insurance products.  So, we asked JM&A to stop payment on the refund checks, send them to the dealer, and we will refund the remaining $524.00.
  

  Customer came into the office on 6/15/24 and said she had the credit card company reverse the chargeback.  At that time, we had not received a reversal.  We gave her a check for the $524.00 and said when we receive the reversal, we will refund the $3000.00.
  

  We received notification from the credit card company on Friday, 6/28/24 that the chargeback has been reversed.  Monday, July 1, 2024, we cut a check for the $3000.00.  We still have the check in our office.

  Business Response

  Date: 07/16/2024

  We cut a check to ***** for $524.00 on 6/15 check ******. We asked her to pick it but could not reach her. We still have the check in our office and will mail it tomorrow (7/16).   

• Initial Complaint

  Date:09/19/2023

  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.

  see attached The problem was my handicap would not work for my wheel chair and the sliding _____ would not work also. Garcia Honda had my car for over two weeks before I was told that a part was need paid for the part and labor and my can is still now working. I had to pay ***** over $3,000 plus take out two loans to get the van repaired.

  Business Response

  Date: 10/06/2023

  We worked with Ms. ****** to systematically diagnose the sliding door issue she was having with her converted van. Since the converted van includes after-market additions, our Service Manager suggested a conservative approach to fixing the sliding door by trying a new module first and then re-testing to determine what other parts needed to be replaced, if any. This would ensure Ms. ****** was not paying for unnecessary repairs. Ms. ****** agreed to this. However, after the new module was installed, Ms. ****** did not bring her van back for additional diagnosing as agreed and despite our Service Manager encouraging her to return. Ms. ****** instead chose to take her vehicle to another vendor. We cannot be held responsible for charges incurred at another facility.  

  Customer Answer

  Date: 10/22/2023

  Complaint: ********
  
  I am rejecting this response because: The supervisor from Garcia Honda who handled all  the transactions with my van would not sign for a loan to fix my van, this the main reason for Garcia Honda refusing to fix my van, it was about cash and not being pay through the loan. The other reason is I was charged for a part that was to have my ramps to my van to work. I was told that the brain of my van was inside the steering wheel and I did give permission for that part based on the information given to me by the  supervisor of Garcia Honda and I paid for the part. I did not refused their services  but because of the type of loan which was ******** ***** ******* that give loans for automobile repairs and the refused to sign off for the loan, the supervisor gave me the reason that the owner of Garcia Honda refused to sign the loan. I had to go to ***** to get my van repaired because I am disabled and need the van repaired. ***** head mechanic  stated that there was no new part placed in the steering wheel and I paid for a new part that was not repaired and my van ramps are still not operating and I want my money back.
  
  
  
  Regards,
  
  ******* ****** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:09/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new vehicle from Garcia Honda in May and found out today that they never filed the insurance paperwork we supplied with the lender. $4774.00 was added to my loan because of this. Garcia Honda did not perform the actions it said it would, and this has resulted in nearly five thousand dollars in additional expenses for me.

  Business Response

  Date: 10/06/2023

  We are in the process of ascertaining why additional charges were placed on Mr. ******' loan. The insurance information he provided was supplied to the financing company at the time of purchase. We have also reached out to Mr. ****** and hope to clarify the situation further with his input.

• Initial Complaint

  Date:05/24/2023

  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.

  On 05/20/23 I took in my car a 2021 Honda Civic to get serviced for an oil change. Upon doing so the service techs recommended I have my transmission fluid replaced and cabin filter. They charged me for these services knowing I had these specific services done 6k miles ago. It has me wondering if they even checked the service record history or even did the work at al since it was done in an hr and when I took it to the last dealership it took then 2 hrs. The business GM Mike is negligent and rude and never returns my calls. All I want is clarification for these services and a refund if there in the wrong.

  Business Response

  Date: 06/27/2023

  Our service manager worked with the client to arrive at a satisfactory resolution at the beginning of June. She received a full refund as requested. Customer represented she would withdraw complaint. 

  Customer Answer

  Date: 06/29/2023

  [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:05/20/2023

  Type:Billing 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.

  On 5/8/23, I received a Garcia Honda letter listing 8 recs for svc for my 2007 Honda Fit. I was at Garcia Honda twice for service: 4/19/23 and 4/29/23 (follow-up to squeaking noise that started after the 4/19/23 service). Both times my advisor never mentioned any recs. On 4/19/23 I was billed for drive belt, valve adjustment/cover gasket, front brake svc, minor tune up of 4 ignition coils, 4 spark plugs. Invoice 4/19/23 states that I approved additional cost of $2239.13 (total of $2387.13) but my advisor NEVER mentioned these recs. On 4/19/23 at 1130am, he told me my car only needed valve adjustment, coil pack, drive belt, front brakes and he quoted $1300. I had 10% off coupon, he said he would apply it. About 10 min later, he called to say he AND the parts dept misquoted me. Instead of $1300, the quote was $2100! I asked for each item cost, said "something has to give since difference is over $700." He then said he could "help me out", could give me discount and quoted me $1650 for the four items. I felt pressured but agreed to $1650. When I picked up my car on 4/19/23, my advisor NEVER showed recs. It seems my advisor quoted $2100 instead of $2380 in an attempt to hide the actual cost. The recommendations on my 4/19/23 invoice that I supposedly declined (fog light, brake fluid service, A/trans non cvt, 4 wheel align, cooling system flush, and body) total about $950. The total estimate of $2387.13 minus $950 is $1437 minus $138 (diagnostics charge) is $1299. This seems to me that I was initially quoted $1300 for only the four items mentioned but should have been quoted $2380 for the 4 items plus recs. It seems to me that my advisor's "misquote" was actually an incomplete quote and he "helped me out" by giving me the actual cost of the four items only so it would appear as if he is giving me a discount. This also would explain why my advisor never reviewed the recommendations with me. I'm asking for a refund of $350 and answers to my questions.

  Business Response

  Date: 06/19/2023

  We have attempted to contact *** ********** We will continue to do so until we are able to have a conversation with her about her concerns so we can come to a satisfactory resolution. 

  Customer Answer

  Date: 07/06/2023

  I never received a phone call or email from the business. 

  Business Response

  Date: 08/18/2023

  After several unsuccessful attempts to reach *** *********, we were finally able to be in contact. We issued a refund of $350.00 as she requested. 

  Customer Answer

  Date: 08/20/2023

  [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 ** ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Concepta Hernandez

• Initial Complaint

  Date:02/24/2023

  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.

  Took my car in for warranty work was told that a diagnostic test would be done and the cost would be $148 unless an issue was found that was covered by my warranty. Got a call the following day and was told that the power steering pump needed to be replaced and it was covered under warranty. Was also told that the other concerns I had checked out fine but they did recommend a transmission and rear differential fluid flush and replacement at $148 apiece. I asked what my total cost would be when I picked up the car and was quoted over the phone by **** ***** I would owe $350 plus tax so about $390. When I arrived to pickup my vehicle they were charging me $532 because they said I had to pay for the diagnostic test even though an issue that was found was covered under warranty. After disagreeing on this they dropped it by $75 to $452 still more than I was quoted over the phone.

  Business Response

  Date: 03/08/2023

  
  We regret any miscommunication that created an expectation with Mr. *** that his final bill would be less than the actual cost. It is our practice to try and work with the customer to reduce the impact of Honda’s diagnosis fee of $148/issue whenever possible. In this case there were four separate issues, three of which were not covered by a warranty. Rather than charge him for all three, he was only charged one (1) diagnosis fee plus parts and labor for the two services performed on his vehicle. Had we not adjusted his bill in this manner, his total bill could have been nearly twice the amount he was charged.
  We believe Mr. *** was afforded valuable information and service for the benefit of his vehicle’s performance. We also believe he was charged fairly for the four necessary diagnoses to provide that information as well as for the services he approved. When he made it known he was unhappy with the final bill, that amount was further reduced to reflect only one-half (0.5) of one diagnosis fee.

• Initial Complaint

  Date:01/31/2023

  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.

  January 18,2023 I took my car to Garcia Honda because my Honda battery, that is still under warranty, was faulty. My appointment was January 20 at 7:00 am. I received 4 emails telling me to drop off my car for my appointment (after my car was already there). I called on Thursday to see if they squeezed it in before my appointment. They had no record of my car being there! Friday, I called around 10:00 (3 hours after my scheduled appointment) to check the status-they hadn’t looked at it yet. I called ago. They looked at it after 2:00. I was told over the phone that nothing was wrong with my battery and it tested out great! Mind you, it was at another shop prior to this and they had to charge it a few times and the battery was draining. Apparently, the technician found a loose terminal after our phone call and that was stated in the write up. However, when I dropped off my car, I also took my receipt from 14 months ago from my Honda battery. It has a 3 year warranty My car was working on Friday, but they lost my receipt for my battery under warranty! Andrew, the service manager said he’d handle it by January 23. Today is January 27, and my receipt that Garcia Honda lost is still missing. I haven’t even gotten a curtesy call. Nothing resolved. I have no receipt. They’re customer service is AWFUL!!! 2 weeks later -nothing has been resolved and I haven’t even heard from the manager!!!!

  Business Response

  Date: 02/03/2023

  Contacted Ms. ********* and arranged for her to bring the vehicle in at her convenience to have a new battery installed. Appointment was made for Saturday morning, February 4. 

• Initial Complaint

  Date:12/21/2022

  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 went to get a quote from ****** for my 2019 Honda HR-V . My daughter is out of the country and wont need the car. The car history from ******** had an incorrect odometer reading. *** *** said the odometer rolled back. I believe the dealer punched in a "4" instead of a "2" on a service appt on 9-2-2022 . Current mileage is 31510 and the mileage on 9-2-2022 the mileage should have been 29,723 not 49,723. I dont know how to roll back odometers and the car is single owner. ******** wont correct reading, it depends on the dealer. After 6 calls to dealer over 2.5 weeks, no action taken. it depends on a used car manager to correct and no responses. The difference in the value of the car could be $7,000 based on used book, but can't sell it right now. I am Dead in the water. Just called today 12-21-2022 and got no responses from a management person

  Business Response

  Date: 12/22/2022

  Consumer spoke with the responsible manager yesterday before the complaint posted.

  Also the issue is now in process of correction and the Consumer stated he will withdraw the complaint.

  Thank you for your assistance in this matter.

  ** ******

  Garcia Automotive Group

• Initial Complaint

  Date:12/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into Garcis Honda to buy a vehicle, the sales person found a vehicle I wanted, I told him I had financing already and he was ok with that, so once the manager get involved I was told I could only use their financing or a local bank because outside banks take to long to deliver check, and he was not going to hold the car for me whithey waited. I didnt want to use the company they asked me to use so he became rude and walked away. I called back and asked if they would take a check I had from a local bank and he said no, I cant buy a car from him unless I do it the way he wants me to do it. From his tone and the way he talked to me se demeaning I feel he was definitely being biased for no reason other than the way I looked.

  Business Response

  Date: 02/23/2023

  We take this matter seriously. Our COO met with the customer twice after he purchased a vehicle elsewhere. He wanted an apology which he was proffered. Since we have not been contacted further by the customer, we believe the matter has been resolved.