ComplaintsforHonda of New Rochelle

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/19/2023

  The response to the bank is attached 

  Customer response

  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

  12/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  01/02/2023

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

• Initial Complaint

  12/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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 response

  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

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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

  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,

  **********;

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 24th, I went to Honda of New Rochelle (used cars) and I made a down payment of $1000, but I couldn't get any deal, because I didn't agree with the price of the vehicle. The sales man told me that my down payment will be returned to my account in 5 to 7 days. Well 16 days already have been passed by and Honda of New Rochelle doesn't return my money ($1000).

  Business response

  12/06/2022

  Refunded 11/3

  Business response

  12/06/2022

  Refunded 11/3

   

  See attached.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for servicing on 5/27/22 for a routine oil change. The day prior my car read " temperature too high" & I also made the Honda techs aware. They stated they needed to keep my vehicle because it needed a new radiator and new brakes. The following week on 6/1/22 I was told there was a problem with my engine and Honda was going to reach out to the tech line for replacement. I now had to get a rental car since I would have no vehicle for a period of time. The sales advisor told me to hold my rental car receipts (In 1/22 & 2/22 there was an issue with my vehicle where I had a rental and was also told to hold my rental receipts and they provided a service credit for the rental). A week later I was told by the advisor the engine was denied to be replaced and that I could take my vehicle (6/11/22) but it would stop working on me, I could not run my AC, & to contact Honda corporate (to override the denial by the tech line) to get the repair done. I took my vehicle but it remained parked in my garage as it was deemed unsafe to operate by the service advisor. I continued to use the rental as I needed a vehicle for transportation. I contacted Honda corporate and they stated that I have Honda Care coverage which covers the engine repair. I went to the dealership & made them aware & the same advisor stated to me " I ****** **. Sorry I didn't realize you have Honda care". I brought my vehicle back to Honda on 6/24/22 and it took them 2 weeks to initiate the Honda Care claim! Honda care approved the replacement of my engine and I received my vehicle back on 7/26/22. When I picked up my vehicle I made them aware again of the rental ************************ & everyone at the dealership ignored it & stated it was not their responsibility although I was told previously to save my receipts & received credit for rentals in the past. My rental fees were a total of $3700 & the dealership made this whole process longer than needed. Terrible experience

  Business response

  09/19/2022

  Unfortunatley,

  It is your responsibilty to inform us if you have Honda Care or any other 3rd party extended service contracts.  We do our best to check our internal data to see if there are any coverages that were possibly sold by us, but like any other claim it is always the consumer that has to initiate the claim not us.  In addition we do not reimburse for any alternative transportation expenses, as part of your extended service contract there is a rental reimbursment clause, but that is a claim that agin would need to be initiated by the consumer and has very specific reimbursment criteria including the amount that will be reimbursed per day and for the length of time depending on the repair being performed.  You would need to contact Honda Care in this case and have them add on a supplement to your repair approval and have them reimburse you the amount that is part of your contractual agreement with them.

   

  We deem this matter to be closed at this time.

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

  General Manager

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2011 Honda Accord from Honda of New Rochelle on 9/28/2021. I was fully aware that the car had a re-built title, meaning it was totaled(in 2012) and the title states "Rebuilt Salvage". I was offered a warranty on the car and decided to purchase it. The total cost of the warranty was $3,350.00. I discussed the details of the warranty with the agent and there was no mention of the car's rebuilt status which occurred prior to my ownership would have any affect on the warranty.In February of 2022, I reached out to the warranty company to find out what exactly was included in the warranty. I was informed that the car is not covered due to the fact that it was previously "Rebuilt". In other words, there was never a valid warranty or contract due to no consideration. I could never receive any benefit from the warranty I purchased. I've been in contact with Honda corporate, Honda of New Rochelle and the Warranty company(Custom Edge) several times to explain the issue. The warranty company has sent me a cancellation notice of the warranty, but informed me that any reimbursement would need to come from Honda of New Rochelle directly.I have written documentation of all of the above. Thank you for your time.*************************

  Business response

  04/18/2022

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

  Is correct, and the contract that was sold to him was in fact done in error.  Therefore a 100% reimbursment of the sale price of the extended service contract will be refunded to ********************.  We will be processing a refund today, and the check will be mailed out to the address listed on file within ***** business days.  We apologize for any inconvenience that this may have caused.

  Many Thanks

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

  General Manager

  Customer response

  04/18/2022

  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. Once I receive the full refund as stated in their response, I will consider the matter resolved.

   

  Thank you so much for your help.
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

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