Complaints

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 04/13/24, my wife brought our 2021 odyssey in as the driver door wouldn’t open. It was pouring rain that day and they got our vehicle right in. After a short time the service rep. Mike C***** called my wife and informed her that they accidentally broke the drivers window trying to get the door open, they stated they would replace the glass since they accidentally broke it. Mr. C***** also told my wife several times that he can see where someone tried to get into the drivers door. We had just purchased the van from another dealership and at the time the exterior and interior were flawless. We had no knowledge of anyone trying to get in the vehicle. As soon as the door wouldn’t open, my wife brought the van to Northtown Honda. On 04/14/2024 Mr. C***** called and said the issue was a door latch/actuator needed to be replaced. We informed them that we had an extended warranty but they said is was not in effect for 60 days. They recommended we call the dealer we bought it from. I went to pick up the van and upon visual examination noted the following: Interior moonroof shade and driver/pass a pillar headliner were both water stained. Exterior driver window gearnish was gouged, there were numerous scratches on the ext. painted a pillar between windshield & driver door as well as scratches on the top of the ext. driver rear view mirror. When I brought this up to Mr. C***** he stated the would replace the gearnish but denied causing any scratches, reiterating that someone must have tried to get into the door, which was false. All of the scratches were in the immediate area of the drivers window where they were working. They gave me a loaner, kept the van, replaced the gearnish and buffed the scratches, which wasn’t the proper fix, but acceptable. I requested a full refund, he stated he couldn’t authorize & service manager would call me. He never called. I called the general mngr 3 times leaving voice mail. He never called me back. We feel this is unacceptable and want a full refund.

  Business response

  04/25/2024

  We have spoken with the customer and provided a refund.  The service manager did not have a voice message from this customer.  Northtown apologies for the inconvenience.

  Customer response

  04/25/2024

  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

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Dec. 4, 2023 my son (in school at Buffalo at the time) took his car to get fixed. Dealer got the car fixed and parts changed as recommended by them. My son finishes school and drives 5 hours back home. About 2 weeks after, the car starts making noises. We take car near our home to get looked at by ******** ***** service dealer. Came to find out the repairs done at Northtown ***** were unproperly done and new dealer told us that same repairs northtown did would have to be perform. The parts replaced were after-market parts, not original parts paid for in receipt, after we was billed for ***** original parts. Immediately, contacted northtown ***** and informed them of issue. Northtown stated there was a problem with the parts and offered to pay for the new parts only at the ******** ***** service center. Meanwhile, I am stuck with paying for service and labor AGAIN at the ******** ***** service dealer, when all this was performed less that a month ago and we can not take car back to buffalo. So, not only are they installing after-market parts when customer pays for original parts, now I am trying to contact a service manager and they are not reaching out. We took car to Northtown thinking this would be the best and most trustworthy option for the car to get serviced. This could had been a safety issue for my son driving car without proper service or could have caused another problem. I am attaching the original bill paid for at Northtown ***** and the parts taken out of car by ******** honda, which the parts were not the original parts we paid for at Northtown ***** causing the car to malfunction.

  Business response

  01/24/2024

  The spark plugs used in the repair were not available on 12/04/2023.  The plugs were ordered from ***** and pre-billed on the repair order. Subsequently, the customer elected not to wait for the OEM parts to arrive and to use the aftermarket items.  This was the customer’s decision.  The aftermarket spark plugs were sourced from ******** and have a warranty on both the part and the labor. The original plugs were not removed from the repair order.  A typographical error on our part, for which we apologized. The photograph provided by the ******** dealer does not depict an installation error, but rather a spark plugs failure.  The plugs separated. Northtown paid the ******** dealership for replacement OEM plugs, on the customer’s behalf.  I doubt that the labor was $542.75. If the customer can provide me with the invoice from the ******** dealership, I will review it.  The customer can provide that through the BBB portal or directly to me at *************************

  Customer response

  01/24/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I am disputing the labor charges of Northtown Honda. I was asked by Northtown representative to wait another day for a different part to be changed, which i did. Now the other parts that were not changed but billed were the parts I am disputing plus the labor charged by Northtown honda. I am attaching the service bill for ******** honda.  Regards,  ****** ********

  Business response

  01/24/2024

  Once we resolve who paid the invoice and how, Northtown will refund that individual $430.65. This is our error

  Customer response

  01/26/2024

  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

  10/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased my 2015 ***** ****** in 2019. When I purchased it I stated I wanted the extended warranty for the car to cover it while the car was being financed. The sales person Eric came out with a sheet of paper that said 72 month warranty $0. down and gave me a price per month for the car payment. When filling out the paperwork, I did not catch that they had noted the warranty as an "in service warranty" that started the day the car was entered into service in January 2015. I paid a large amount of money for a warranty that started 4 years before I even owned the car, carried through the "1 year certified warranty" and then extended for 1 more year and 4 months. So basically, my 72 month warranty that I paid $2500 for was actually a 1 year 4 month warranty. When I had an issue that should have been covered, I was told the car was no longer under warranty. They did however, end up covering the repair. I am trying to get the warranty resolved to what I believe I actually paid for and was misled to believe was a 72 month warranty. Which should have started after the "1 year certified warranty expired".

  Business response

  11/03/2022

  We are having difficulty contacting and communicating with the customer we will resolve this to her satisfaction

*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. ↩