ComplaintsforHonda City

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A surreal scenario that will never be fully understood by just **** words. Had a noise coming from my Civic and after a lot of troubleshooting on my own I was told by them that a carrier bearing in my transmission was broken. At only 57k and just outside of warranty, I couldn't beleive such a thing had happened. But finally, I thought, there would at least be relief. For FOUR AND A HALF MONTHS I waited for the part to come in. They had the car for a week. I plead with Honda to waive the $1100 fee for the repair given all the circumstances but I was denied. So I paid the bill and drove the car off the lot.Within minutes I experienced what I can only describe as the unimaginable...THE NOISE WAS STILL THERE.This was just the beginning of my nightmare though. What happened next felt like a legitimate crime was being pulled off. I went back only to be told by *************** that the noise I was now hearing was "different" and not the same. I asked to speak to the manager *****, but was told he was "busy". Zero sympathy and brushed off. I stormed off. Then, over the course of the next few weeks, everyone I attempted to contact, including ******* ***************, ******* ******* *****, and the ******** ********* ******* ********************, all who never returned a single call I made with endless voicemails that I left for them. I opened a case with corporate who agreed with me that there was a "misdiagnosis" and that a formal complaint would be filed on my behalf, but a refund was denied.This was no $75 or even $150 repair. I paid $1100 and the issue was not fixed. As of this writing I am now 100% preparing a lawsuit against this business within the next week unless I am fully refunded which I am asking for in peace. One of these individuals will likely respond trying to twist the story and make me out to be the bad guy, but I know the entire truth and every detail behind what went on and they do too, which make no mistake is why I've been given the silent treatment for weeks now.

  Business response

  09/29/2023

  **************** presented his 2017 Honda Civic with approx. ****** miles to Honda City due to a noise which was diagnosed to need a transmission and torque converter. **************** asked Honda for warranty coverage, but the vehicle warranty had expired. After a review of the diagnosis and vehicle the Honda District Manager approved goodwill assistance. What this means is that **************** would pay ******** for the repair. The price of the warranty repair was ******** and Honda ********** paid ******* of this amount. When this offer was made it was declined by **************** who felt Honda should pay the entire amount even though his vehicle had no actual warranty coverage. 2 months later he contacted us again and requested the same offer be extended, we contacted Honda on his behalf, and they agreed. At this time, however, the parts were on back order. As we are all aware many businesses have experienced parts shortages and while we would like to have all of the parts we need at all times parts shortages do happen. **************** felt that due to the parts delay Honda should give him an additional ***** but American Honda did not feel this was reasonable and communicated that the offer was ***** and that was a final assistance offer given this vehicle did not have any remaining warranty and this was only being done on a goodwill basis. When the parts arrived Honda City repaired the vehicle. 
  **************** then came back complaining of what he says is the same noise. We looked at the car, had a ******* ******* who is a master tech ride in the car with **************** so he could identify the noise. The noise **************** is referring is not the transmission but is a tire noise due to badly cupped tires. **************** is aware of this as he had an extensive conversation with ***************** one of the ******* *******s and master Honda tech where this was explained. **************** even questioned if this would be covered under a tire warranty, which it would not. The claim of Honda City not responding to this customer concerns is not true. There are no outstanding issues or concerns that have not been addressed. The car was diagnosed properly for the transmission and **************** is well aware that the noise is not from the transmission. 
  

  Customer response

  10/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As expected, we have a twisted story type of response from what is clearly a corrupt business that has not returned a single solitary call of mine in over a month. Wasting time explaining how much the part costs and how I attempted to get the $1000 fee waived on a 5 year old car with only 60k miles that outrageously needed a new transmission is irrelevant. That was completely in my right to try. The problem at hand still stands and that is the noise coming from my vehicle still remains, to this day. This noise of course is 100% not that of a cupped tire or tires. Mechanic ***************** never once called the tires "badly" cupped. That is a lie. Instead he did take note of how the rear tires did look ever so slightly cupped, specifically the left rear tire which I recently replaced and the noise still remained. To rule out the tire issue completely I also rotated them as well. Noise remained. Again, this noise I was hearing since March was not from tires. I was told it was a BROKEN CARRIER BEARING inside of my transmission. Perhaps if **** was such a "Master Tech" he would have taken this test drive with me before diagnosing anything, because the reality is this business replaced an entire transmission when in fact it wasn't really needed, as evidenced by the fact that I drove the car perfectly fine for 4.5 months while the part was on backorder. When we are in court in a few months all of this will be laid out in detail with other information, including audio of the sound taken before AND after the repair was made. Until then, I urge anyone with anything other than an oil change or brakes needed to stay far away from these incompetent individuals at Honda City of Bethpage. I trusted this business. I paid $1100 for the repair. I will not stop until every dime is refunded to me.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****************
  
  
  
  
   
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My main reason for filing a BBB complaint is that Honda City advertises a free (complimentary) A/C System Inspection on their website and then doesn't honor the coupon once you are at their location. The details of the coupon are at ******************************************************************. The coupon indicates Honda would:--- Check all major components of the A/C system------ Inspect A/C system compressor for leaks/operation------ Inspect A/C condenser for leaks------ Inspect A/C lines for leaks------ Inspect system cabin filter.---To recap, I brought in my vehicle to Honda and it was diagnosed with a faulty MAP ************ and I paid Honda approximately $2,700 to repair it. Once I was driving away from the service center, I noticed that the A/C was no longer working. I returned back and was advised to schedule an appointment. I returned back to the service center on 8/19/23 and was advised that they would require $199 to review the A/C issue. I advised them that this was a follow up visit and I just wanted to find out why my A/C was no longer working as it was working before it was serviced by Honda. I also advised the Honda Service advisor that I wanted to utilize a coupon that is listed on their website to perform a free A/C inspection versus having to pay $199 and he indicated Honda would not honor that coupon to inspect the A/C. Anyways, Honda then proceeded with inspecting the A/C and advised me that the A/C compressor was not functional and needed to be replaced and would cost me approximately $2,100 in repairs. I declined the repair and Honda proceeded to charge me with the $199 to inspect the A/C. I mentioned the coupon again where it states they can check the A/C compressor operations for free and the service advisor declined and indicated that wasn't relevant to this situation. I feel the verbiage on the coupon that is on their website is clear and Honda is not honoring it but continues to use it as marketing tactic to generate business.

  Business response

  08/21/2023

  After reviewing the repair order and coupon we agree that the service advisor should have used the coupon for the A/C inspection. the service advisor is contacting the customer and having them come back so we can refund the 199 to his credit card which was used for payment.

  Customer response

  08/21/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 19 2023 went to a Honda City to get our CRV change reason being our lease was up my wife had hip surgery on June 14. We were under the impression that a car with suit her better for her needs due to the hip replacement. I am not allowed to sit that low July 20 my husband had his brothers funeral, so I was not able to look at the car until Friday when I realize there is no way I could sit in the car the seat does not go up. I called the car dealer on Saturday morning, explained to the sales person which he was aware of it from day one and was told that I was not able to take the car back and get it change for a different vehicle, I had my oldest son come pick me up in his truck to take me to the dealer and of course when they saw me not being able to walk and with a ******, the sales agent said I didnt think it was that serious but needless to say, we try to get the vehicle change finally ***** the manager agreed on taking the car back of course after a week and I passed my three day rule but at this point we had to paid $**** to take the car back and unfortunately on top of that we lost our $**** deposit We had no other choice but to stay with them different car, which was an HRV give them $5000 down on top of my **** deposit from prior. My husband was a bit under pressure 71 years old the death of his brother had to rent a truck to make it to my doctors appointments almost $9000. please help us out. We are senior citizens, my husband, 71 Im 66 and we did put something in writing on July *************************************************************************************************************************************************** a fix income, we cannot afford to lose this money I did put something in writing on July 31 ********************************************************************************** if I did it correctly I would appreciate your assistance thank you very much ******* and *************************. ************

  Business response

  08/10/2023

  Unfortunately, when a new vehicle is sold and titled, we are not able to easily just take it back even in situations where we understand and may sympathize with a customer. When the car is titled, it can never be sold as a new car again even if there have been no miles put on the car. It is no longer eligible for new car interest rates and is no longer eligible to be leased. When it is sold to the next owner it must be sold and titled and priced as a used car. In ********, we cannot contact DMV to reverse the car titling for any reason. So once the car is sold and the information has been processed by the ** Verify system and paperwork overnighted to DMV processing it becomes a titled vehicle. In addition, the vehicle would be reported sold with the owner information to American Honda. 
  Our General Sales Manager *************************** spoke to *** and ***************** when they came in after a week of ownership and we tried to help them. We did not take back the vehicle, but we had them trade it in and found a Honda HR-V that they felt fit them better than the original vehicle.  
  The $4,500 deposit on the first car was reflected in the vehicle payoff and the $5,000 was for the replacement vehicle.  
  While we completely understand the reasons the ****** gave for wanting to switch vehicles there was nothing wrong with the ***V, it was not defective or operating incorrectly.  
  We tried to find a way to trade in the ***V and give them a deal that they felt was fair. In the end, they agreed, traded the car, and bought a new HR-V.  
  No money is owed or due at this point by Honda City or *************************

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new car They put the wrong address on the registration that I paid for.They said they would correct the problem.Still havent the registration.I purchased the carMarch 3-22.Tried calling they wont even answer my phone calls.

  Business response

  05/20/2022

  I am sorry that the registration that she received had an incorrect address.  We were able to get it corrected and will send it with a new dmv form because we want to insure the the title will also be correct.  Please send us the signed dmv form back.   Can you please let us know who you called at Honda City to address this.  We want to make sure everyone receives excellent service and gets the phone calls returned asap

  Thank you

  Customer response

  05/23/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  12/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchase a vehicle back in January 2021, they gave me an illegal Carfax stating my car had no incidents or accidents spoke to them I got the original Carfax and it showed pre-existing damage and accident history They sold me a car **** those over the worth of the vehicle and refused to help me find a solution nobody is willing to take my car no dealership wants to purchase or trade in my vehicle since it was considered a certified preowned But every Honda dealer in motor company says it should not have been sold to me as a certified used if there was damage on the vin

  Business response

  12/03/2021

  We have received the complaint from ************** and have investigated her vehicle purchase.  While I am not sure what she is referring when she says "illegal Carfax" I will agree that Carfax reports are not always 100%as they are not "real time" as Carfax reports will sometimes change over time. When we sold the vehicle the Carfax report would have shown as clean and no incidents and then later update to the "minor incident" report that shows currently. Carfax's own website says

  "CARFAX Vehicle History products and services are based only on information supplied to CARFAX. CARFAX does not have the complete history of every vehicle."

  
  As far as Honda certification is concerned, a vehicle can be certified as long as the Carfax report is showing free of accidents at the time of sale and the vehicle has passed the 182 point check out in the service department,all of which this car completed. 

  
  I am unclear on what ************** is referring when she stated that the car was sold **** over the worth of the vehicle. Nor do I have a record of her contacting us for help. I can say that the ability to sell a vehicle has nothing to do with a car being certified or not certified. 

  
  I will say if ************** is interested in selling the vehicle we would be happy to talk to her and buy the vehicle. All she needs to do is bring the car to the showroom and we can purchase the vehicle from her on the spot and time during operating hours.
  

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leased a brand new 2021 car and they did not tell me before signing the contract that it had a service light on. They handed me the keys and said it will turn off after driving for a bit. I contacted them saying the light did not turn off. I was told to drive for 30 minutes at 30-60mph. I wasted over 200 miles try to do that & it didnt work. They then told me to go to the service dept. and they turn it off no problem. Wasted 1.5 hours sitting there for them to tell me the whole computer needs to be replaced and i have to come back. After 1 week they do not return my calls and the car still is not fixed. Clearly they tried to fix it before handing me the car but it was not a quick fix for them so it wouldnt be for me. They just did not want the sale to fall through so they hid that information. I have it on recording that my salesman agreed they wasted my time and it was wrong that they didnt tell me. I received no compensation for my time and miles wasted and the car still isn' fixed.

  Business response

  10/12/2021

  Customer presented the vehicle to our service department on September 29, 2021 for a TPMS light which was lite on her dash and had not reset after driving. This light warns of a change in tire pressure which was not the case as we checked the tire pressure at delivery and light should reset after driving. But did not reset after customer had driven the car. We checked the car and the vehicle was displaying codes to indicate that there was a circuit malfunction in the ECU, which is the main computer for the car. 
  Due to the current situation with parts inventories and availabilities we did not have this in stock nor was the part in stock at the Honda warehouse and it needed to be ordered. 
  Part was delivered to us by American Honda and was installed in the customer’s vehicle on October 11, 2021. All work was completed under the new vehicle warranty and there was no charge to the customer for any labor or parts. 

  The service records for the vehicle have no record of any issues or problems. Normally a TPMS light does not signify a problem with a car but is an light for you to check that you do not have an issue with tire pressure. This light will come on when you have weather changes and is not always an indication of a problem, if there is a problem it is with the tires and not a mechanical issue with the car. The light can be reset by a service department or can be done by the customer. The light should reset itself after a driving cycle. The problem with this vehicle was that the TPMS light was not resetting. There was no attempt to not fix the vehicle. All repairs on the vehicle are under warranty from the manufacturer and we do not expect the customer will have any further issues.

  Customer response

  10/12/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Yes, the car has now been fixed on 10/11. The issue at hand is that the business failed to tell me that their was a service light BEFORE signing the lease and i want to be compensated for my miles wasted. I picked the car on Tuesday night 9/21 and the service light was on since they handed me the keys on 9/21. They did not tell me it had a service light on until handing me the keys when I was about to leave.  They did no mention a service light being on when going over the car before signing the contract.  After I signed the contract and was ready to leave the salesman said "oh there is a tire pressure light on but it will go off after you drive a few miles" which it did not.  I would have never signed a lease for a car that had a service light on. The salesman at Honda City gave me the run around with excuses on how to fix it and then that I had to drive the car for a certain amount of time at a certain speed to turn the light off. I wasted AT LEAST 200 miles driving around to fix this service light which is unacceptable as all miles matter on a lease. Not only did they waste my time and miles, I missed time at work waiting at the service center. This complaint is not with the service center it is with the sales department for doing nothing to make this situation right. They said if I wanted compensation to call Honda Inc. I called Honda INC and opened a case. Honda North America never followed up after I have called more than once to follow up on my open case. All I want is to be compensated for the miles wasted on my lease or a letter in writing that I will not be held responsible for them at the end of the lease.  All I have done is waste my time when the whole point of leasing a brand new car is to have a seamless transaction.  Even a call back from a manager with an apology would have been better than the zero  customer service I have received. The fact that they think withholding the information that the brand  new car they're selling has a service light on before letting the customer sign the contract is shady and poor business practice. They just didn't want the sale to fall through so they withheld that information. Clearly if it wasn't a quick fix for them it wouldn't be for the customer your handing the car off to. Completely unacceptable. I have proof via text messages with my salesman that the service light has been on since I picked up the car on 9/21 and proof of me wasting my miles driving around for no reason.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ******
  
  
  
  
   
  

*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. ↩