Complaints

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

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  Honda of New Rochelle

  25 E Main St New Rochelle, NY 10801-5319

  
• 

  Honda of New Rochelle

  200 E Main St New Rochelle, NY 10801-5738

  

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:04/16/2025

  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.

  I purchased a 2023 Honda Accord Ex-L lease in June of 2023. Due to a chip shortage with the side view mirrors I was unable to get blind spot detection, but the sales team offered to install the blind spot monitor inside the vehicle because my car still had the wiring for it. Overall, my purchase was a good experience. The blind spot monitor stopped working about a year into having the car. I stopped at Honda to show them and confirm with them it was not working at the end of summer 2024. Fast forward to today and I have had no luck in getting in contact to set up the appointment with sales to get this resolved. Being that this was a 3rd party installation initiated by sales I was told they are the ones that have to fix the issue. I dont have the time to consistently call everyday to try and get a call back. The voicemails and calls I have made are never answered or returned. This has been a disappointing experience and I just want my issue resolved.

  Business Response

  Date: 04/21/2025

  Dear ******** *********, We stand behind the product and have no hesitation in getting your blind spot monitor repaired. Please reach out to ********************************* to schedule the repair

  Customer Answer

  Date: 04/22/2025

  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

  Date:04/16/2025

  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.

  This business is solely focused on making money. They leased me the wrong car, at the wrong price, at the wrong time, with the wrong leasing company. Further, they refuse to send me a survey to communicate my feedback. I had over 2 months left on my lease when I visited Honda of New Rochelle (HNR) to explore what car options I had after the lease ended. I asked for a hybrid sedan with AWD and at least 5 seats. I ended up with a hybrid CRV with worse gas mileage and unclear AWD status. Other Honda CRV's I've seen had "AWD" in metal affixed to the car; mine has a decal on the back window. When I asked the finance manager about it, he said "we only order AWD CRVs" but he would not comment otherwise on the car they had leased to me. As for pricing, they were deliberately opaque about the "bank fee". It was unclear if there was a "bank fee" required at all, but every time we negotiated the monthly payment, they kept increasing the "bank fee"; "bank fees" don't vary with monthly payment. They were deliberately lying about what was going on with the "bank fee". As for timing, I was in no hurry to make a deal with almost 3 months left on my lease but they pressured me into making a deal too early. As for leasing companies, I had Honda Financial (HF) previously and all was OK. Without any discussion with me, they assigned me to "********************". As part of the lease agreement, *** was to buy the car and satisfy the lease from HF; however, 10 days later, I got a call from HF saying my account was delinquent because HNR's check had bounced! I have never been delinquent and have an excellent credit rating; this was horrifying. After several calls, *** sent a valid check and it was resolved. Had they given me a lease with HF, this could have been prevented. Finally, despite multiple requests, I have never received a survey on which I could communicate these thoughts; clearly, they don't want to hear them and are avoiding giving me a survey.

  Business Response

  Date: 04/21/2025

  Hello, 

  Attached you will find a copy of the Certificate of Origin, Window Sticker and Factory Invoice for the vehicle, all indicating is an "AWD", all wheel drive model.  We provide all client info to the factory upon the sale of the vehicle, and all surveys are sent out from Honda Corporate.  We would be unable to provide another survey, as it comes from the Corporation.  

  Attached is also the lease contract indicating the client agreed to lease the vehicle with the terms presented to them on the contract.

  Thank you,

  Customer Answer

  Date: 04/21/2025

  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]

   They do not address my complaints and only clarify one aspect of my requests.

   

   

   

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

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

  Customer Answer

  Date: 04/23/2025

  A bank fee shouldnt vary with the monthly Payment amount.  As they lowered the monthly payment, they raised the bank fee.  I dont think this is a bank fee but just a way to get more money from me.  I want some of this fake bank fee back because they negotiated in bad faith.

  Business Response

  Date: 05/07/2025

  ** ********* The bank fee was $1295.00 It is what the bank charges and not Honda of New Rochelle. Your lease was delivered under the terms that you agreed on. 

• Initial Complaint

  Date:08/05/2024

  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 purchased a used Honda crv 2019 The day I drove the car home, I started having issues with the core. It was making a clunking sound, and when I put my foot down on the gas, the car would not go. I brought the car back the next day. It wouldnt make the noise. And they told me they would not take the car back, they also had a few other issues squeaking noise on the brakes, and the automatic brake light was going on when there was no cars in front of me .They told me to take the car service I made an appointment. I was going on vacation so they had my car for over a week. They told me it might be the bully bars, but they werent sure. I asked them not to take off the bars until they were sure what the problem was, when I came back from vacation, the only thing they did was takeoff the bully bars and when I was driving home, the car stopped two times when they were no cars in front of me with the automatic break feature I almost had a car accident they never returned my call I even asked him to take the car back and I would purchase a new car they, I purchased a car for $26,000 and they wanted to give me $20,000 after having the car one day. They would not let me do lemon more. They refused it.I had to take the car to ************ Honda, which they took the car in because I felt unsafe and I purchased a new car. They said that they overcharged me for the car by $4000.It was an experience they were rude and condescending and I lost $4000 which I think they should have to pay me back They would not help me at all

  Business Response

  Date: 08/08/2024

  ************************, you were adamant on leaving the bars on the vehicle. We suggested we remove them to identify the noise. Once the bars were removed, we were not able to duplicate the noise. The vehicle you purchased came with a New York State lemon law warranty and the service advisor informed you that you should proceed with the diagnostic inspection of your vehicle so your concerns could be addressed. Vehicles purchased in ******** cannot be returned unless the vehicle was delivered to you off premise. I am willing to discuss any other concerns if you wish but at this time there is nothing I can do for you.

• Initial Complaint

  Date:06/07/2024

  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.

  I recently Purchased a vehicle on 5/26/2024. I was given a price with a monthly payment that we agreed upon after my trade in. When I went to do the finance I was told because of my credit that it would be a bit more monthly because of my credit and history. Which in the end was a total lie. They added a service contract that I did not agree too of $3000. Was also not given the full bill of sale so I could not see that charge. When I called and asked about it, i was told that it was part of the finance agreement which was also a lie. I have since went to the dealership and requested the cancellation of said charge but, I am awaiting the refund that will go back to my auto loan and was told it takes ************************************************************************************ the end this was shady business and you have lost me as a future customer.

  Business Response

  Date: 06/21/2024

  Hello, 

  We have attached copies of the bill of sale, contract and menus of your transaction with signatures which indicates the service contract was purchased for $3000.00.  You are under no obligation to purchase the service contract as we also provided in the attachment a cancellation form so you can receive a full refund.  If you have not already done so with one of our agents, please sign the attached cancellation form and send back to us so we can initiate the process.

• Initial Complaint

  Date:11/22/2023

  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 took my car in for service on 11/8 at 4pm for a scheduled appt. They didn't even look at the car for 36 HOURS despite attempts to contact them. This is an unheard of wait time. When I asked them to give my car back, they made me pay a fee of around $300 to get them to release it, despite not doing ANY work. Below are attempts to contact them.11/8: 4pm, drop car off - I told them I just wanted them to figure out what was wrong with the car.11/9: 10:40am unreturned call, left message asking for an update 11/9: 12:33pm unreturned call, left message asking for an update 11/9: 1:58pm call, finally spoke to someone but they had no update 11/9: 4:17pm call, Honda of New Ro said they would hold it overnight AGAIN because they had not looked at it 11/10: 8:09am unreturned call, left message asking for an update 11/10: 8:28am call, spoke to someone who said they STILL hadn't looked at the car at all 11/10: 10:43am, finally they looked at. Quote me $1.5k to fix it. I told them not to do anything to the car and came to get the car around 3pm that day, at which point they forced me to pay a charge to get the keys. The staff also told me the manager was on vacation and unavailable to waive the charge. I then saw the manager in the parking lot as I was pulling out.

  Business Response

  Date: 12/06/2023

  Customer brought in vehicle on Nov 8 and stated warning lights on and hearing a noise when braking. Please see attached. Customer agreed to a $279 diagnostic charge to identify the problems and signed the repair order. It was explained to the customer that if the customer's repair was either covered by any warranties or if the customer decided to proceed with the repair that the diagnostic charge would be applied to the repair or if a warranty repair it would be no charge. After having a technician diagnose the cause of the complaint found that warning lights were from a cylinder misfiring and the vehicle would need the injector replaced. Technician also found that the noise from the brakes were from excessive rust and corrosion and recommended replacements for front and rear. Customer declined the repairs. The repairs were not covered by warranty. 

• Initial Complaint

  Date:10/30/2023

  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.

  I purchased a Honda CRV from the dealer and purchased the additional warranty from them. I have since sold the vehicle and cancelled the warranty policy in May of 2023. The warranty company (WarrenTech) has issued a refund to the dealer for my policy with the understanding that the dealer will reimburse me for the cancellation (about $2,000). The dealer has refused to reimburse me and will not even answer my calls or emails regarding the matter.

  Business Response

  Date: 11/01/2023

  *************,

  You have our sincerest apologies. Our accounting office was not aware of the cancellation. I have attached a copy of the check that was prepared for you and is ready to deliver to you. Please let us know if it should be mailed, ******* or where and you would like ******* delivered to during the hours of 9-6 Monday-Friday

   

   

  Customer Answer

  Date: 11/02/2023

  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

  Date:01/03/2023

  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 went to Honda of New Rochelle and I met ************************* and ****************************** to buy a certified car and I asked for a clean car without accidents. They gave me a fake report for CR-V that showed there is no accident, so I paid the down payment. I checked the CARFAX today and discovered that it has been in an accident. . I sent the CARFAX to ****** and I asked for a clean car or refund my down payment. He didn't respond.The fake report and CARFAX are attached.

  Business Response

  Date: 01/19/2023

  Our apologies. We use Experian's AutoCheck for vehicle history reports. Please see the attached report as there showed no accident. There was no malice intent. We have not disputed the credit card charge.

  Customer Answer

  Date: 01/19/2023

  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:

  [Your Answer Here]

  You're the only Honda store using this FAKE report. Almost all cars you have are not clear. ANYWAYS I NEED MY DOWN PAYMENT. YOU SHOULD RESPOND TO BANK. WHY YOU KEEP MY MONEY?!!!!!!

   

   

   

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

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

  Business Response

  Date: 01/19/2023

  The response to the bank is attached 

  Customer Answer

  Date: 01/20/2023

  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:

  [Your Answer Here]

   I called the bank yesterday and they didn't get you response from you. I DID NOT GET MY MONEY TILL NOW

   

   

   

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

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

• Initial Complaint

  Date:12/29/2022

  Type:Billing 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.

  To Whom it May ********** December 23, 2022 a maintenance service was provided/performed on my vehicle and charge twice beyond the labor rate of ******. The total charges for labor alone was $355.68. My appointment was was at 9:00A.M. The maintenance performed on my vehicle took less than an hour. Parts alone were $83.32. I should not have been charged more than ****** as stated per rate which in my opinion is still outrageous. I am requesting that I be refunded the difference which in is $193.18. My vehicle was not serviced for 2 hours especially on a routine maintenance. This type of pricing is very unethical to profit from customers. My vehicle is not a high end expensive luxury car. If not refunded I will explore legal options. Please Amend.Thank You, Sincerely,*********************

  Business Response

  Date: 01/02/2023

  Please contact us at ********************************* to review your bill

• Initial Complaint

  Date:12/08/2022

  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.

  I have been working with a salesperson at Honda of New Rochelle to purchase a 2023 Honda Civic Type R, which is a brand new model with very low supply and high demand. As a result there will be some sort of markup price over MSRP. On 10/26/22 I placed a $1,000 refundable deposit to hold the vehicle allocation under my name to give me right of first refusal when the car arrives to the dealership. On 11/23/22, the salesperson confirmed with me via text message that he spoke to the general manager of the dealership and could offer me a price of $6-7k over MSRP or $49k, and would start to prepare a buyer's order for me. I sent my email and driver's license at this time. I never received the buyer's order so I followed up with the salesperson via text and asked when I can come into the dealership to sign a contract at the purchase price we agreed on. I went into the dealership on December 2 in the late afternoon to speak to the salesperson. He confirmed with me verbally that the General Manager would honor a price of $49,190 for the car. However the finance manager was not present at the time and could not prepare a written contract for me, and would email it to me the next day. The next day I received news that the sales manager would only do a price of $12k over MSRP instead of the $5k over MSRP we agreed upon. After speaking with another salesperson, they told me $9k over MSRP is the best price, and the reason they increased the price is because they only now realized that other dealerships are asking much higher prices like $10-15k over MSRP, and that they have other buyers lined up ready to pay a higher price than they offered to me initially. The car has arrived to the dealership early as of 12/7/22, and I only have 48 hours from that time to take delivery of the car.

  Customer Answer

  Date: 12/08/2022

  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

  Date:12/01/2022

  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 went to the Honda of New Rochelle on Oct 29, 2022 for a routine *** inspection, oil change, and tire rotation. The service rep repeatedly recommended a transmission fluid exchange as well. I later learned this was entirely unnecessary and there are no basis for his recommendation. I did agree to it though, so I don't mind it if I had any confidence the service was actually performed. However, after I received my car back I noticed that the tires were not in fact rotated. I have one tire rim that has some damage on it (this was noted by the staff, verbally and in writing, when I first arrived), and this tire was in the same position as before. The tires are also supposed to be removed as part of the inspection; it is unlikely this was done. I also noticed that they didn't even change the oil change reminder sticker, nor reset the on-screen maintenance minder display- all Honda service centers I have been before have reset this display. So there is no indication they changed the oil either. Combined with the fact that a transmission fluid exchange would have made no difference (I contacted Honda themselves, and they confirmed they do not have a mileage or time recommendation for this service), I don't believe they did any work on my car. I will also note that they returned my car right before closing for the day. I was charged $291.64 for this "work". I attempted to contact the business numerous times- by phone, email, through their website, and even through a ****** review- they have made no attempt to respond.

  Business Response

  Date: 12/15/2022

  *** ***,

   

  Our sincerest apologies for your poor experience. The ***************************************** was deactivated when the previous manager left. I would like to meet with you and address all of your concerns. 

  Customer Answer

  Date: 12/20/2022

  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:

  Besides the email I sent, I left a ****** review to which a stock reply was posted stating "we have forwarded your review to the appropriate party
  to handle your concerns. You can expect to hear a response from our team shortly.". That was over 6 weeks ago, and no one had contacted me until I filed this complaint. I also called on 3 separate occasions and never received a call back- the phone systems clearly work because I was texted and called back repeatedly the first time I called to make an appointment. I am happy to discuss my experience further, however I do not trust this shop with my car. No resolution has been suggested by the business.
  

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

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

  Customer Answer

  Date: 12/24/2022

  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:

   

  I would accept a refund, less the cost of the ** inspection fee.

   

  [Your Answer Here]

   

   

   

   

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

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

  Business Response

  Date: 01/02/2023

  ** ***,

   

  Thank you for taking time out of your busy schedule to communicate with me. I apologize for the inconvenience you went through. Please accept our apologies and expect a partial refund in the next few days. 

   

  Thank you,

  **********;