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:12/23/2024

  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.

  Vehicle was inspected without physically checking break pads as they were worn out. .. It’s a shame and criminal act to be selling a vehicle with no safety and someone from this company should take responsibility. We called to bring vehicle and make things right we’ve never received a phone call back. This is our second attempt first attempt they claim they never received the call. They called us back after it was reported on ******. and instructed for us to call back whenever we were available. We called back. No respond back…

  Business Response

  Date: 12/23/2024

  To whom it may concern. We apologize for ****** not getting correspondence from our Service Manager Rick S****** Rick tells me he received no correspondence from him but I cannot prove this one way or the other. It is VERY important that any vehicle that we deliver is safe and at a bare minimum passes NYSI inspection. Our technicians all have licenses and would put that license in jeopardy  if they ever were to pass a vehicle that shouldn't have been. .  In addition, technicians get paid for the work they perform. It is much more common that our technicians overperform work then underperform. Having said all this, I realize they are humans and mistakes could be made and if a mistake was made i would want to look into it and subsequently make it right. I am able to pull the reconditioning records of every vehicle we deliver. When I looked at the report I found the following. The rear brake pads were 2 millimeters, failing NYSI requirements. They were replaced. The rear rotors were also replaced at this time. The front pads measures 5 millimeters well within NYSI guidelines. 5 Millimeters is different per manufacturer but it generally represents 40% of the life of the pad. The inspection Repair order was closed  on  August  8th and the vehicle was delivered on September 7th with 84,333 miles. It was inspected with 84,297 miles. We do not know how many miles are on the vehicle at this point having been delivered 3 months ago and we have not seen the vehicle. We would be happy to look at it and make a diagnosis at no charge. Rick can best be reached via e-mail at *******************. If you provide a number you would like Rick to call you at in your response I will follow up with him and make sure he calls you. Thanks, Bill W******* , GM

  Customer Answer

  Date: 12/23/2024

  Better Business Bureau: 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. As I said we made a complaint though ****** and BBB and said they wanted to make things right and afterwards don’t call back.. I have also provided my phone number and also this business has my number on file as I bought the vehicle from them, so this is not an excuse. Vehicle was checked and confirmed by an Mechanic and it was confirmed that pads were worn out as the sensor was activated on low pads.. Regards, ****** ***********

  Business Response

  Date: 01/08/2025

  Our Service Manager Rick S***** will call you today. He will go over the measurements on the pads that say the vehicle passed NYSI inspection.. We will certainly work with you if you want to replace the pads but continue to believe that they did not need to be replaced and absolutely passed NYS Inspection. 

• Initial Complaint

  Date:06/05/2024

  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 November 11, 2023 I had a recommended brake fluid exchange service ($199.99 +tax) by Ray Laks Honda on my 2021 Honda CRV-EX that I purchased from them as a new vehicle. On May 23, 2024, my son was driving this vehicle when it went into complete brake failure with only 28,715 miles. It required a tow. that was covered by Honda under warranty. Ray Laks was unable to service the vehicle until May 31, so I had it towed to another Honda dealership. *** Honda discovered a 10mm wrench on the front left caliper brake bleeder which they documented and indicated was the cause of the brake failure. They provided pictures and documented their finding. They asked where I had it serviced and asked if I had the service that I stated above. Since it was not a warranty issue, I had to pay for the repair ($509.41). I went in person to Ray Laks Honda on May 28, 2024 and met with the General Manager, Bill W*******, and the Service Manager, Chuck B*****. I texted the picture to Bill and Chuck made copies of all of the documents. Bill verbally agreed to pay for the repair and the brake service from November that caused the issue. He said that the check would be in the mail on May 28, 2024. I did not received a check. I followed up with him on June 5, 2024 and he said that he would look into it and call me back. I have not heard from him or received the check that he promised. I missed work to resolve this issue plus this was a serious safety issue that could have caused serious consequences because of their negligence.

  Customer Answer

  Date: 06/24/2024

  Ray Laks called me and sent me a check after they received my complaint submitted to BBB.
  *** ********
  

• Initial Complaint

  Date:04/15/2023

  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.

  Purchased a vehicle that had many electrical issues , they then said I could lose money and get another vehicle from them , I got the second vehicle and almost a month after I had the vehicle they said I had to return the vehicle because I was not approved for the loan , I reached out many attempts and even went to the dealership, the person I was trying to reach never called me back then I received a threatening phone call saying the car would get repossessed and I would lose the 9500 I put down on the vehicle , so I went to the dealership and I recorded the conversation , that I had to sign a new agreement to buy the same suv they said I wasn’t approved for , from them and they would hold the title lean themselves and not a bank . At this point I don’t want to do business with them Kevin then told me this was the only way unless I turn the vehicle over and lose the 9500 I put down for no reason. So I sign the purchase agreement, and had issues right away with the battery light being on , and the steering wheel locking up and , the wiper was broken , they did fix the wiper , the brakes are making a grinding noise and pieces of the beak drum are chipping off , I’ve only owned this vehicle for 4 months and also all rust appeared through the paint after a few weeks that was never there before it was covered up by being buffed out and waxed . I feel like I’ve been scammed, In fact I know I was scammed, this is a 2019 **** ******** ******* I purchased with 28000 miles . And paid 24000 roughly . I need help . This this issue with no being approved for the loan , and not contacted until almost a month after , has been done before to many other people other then me . It’s seems like a scam to get money out of people and the. You get bullied into having them hold the loan or lose the thousands and thousands you have put down.

  Business Response

  Date: 04/17/2023

  While we apologize for any inconveniences we may have caused ***** she has left some very important facts out of her complaint. The reason the bank denied her loan was they claimed her proof of income was fraudulent . Without going into specific details I can tell you the lender claimed they were fabricated . We attempted to contact ***** and were unsuccessful until we brought up the fact that her vehicle would face being repossessed. In order to have her maintain the vehicle and with our inability to have a lender approve the transaction we were faced with no other option then to take on the loan ourself. This is not a common occurrence and can factually say this is the only consumer we hold the lien on.  

  Business Response

  Date: 04/17/2023

  ***** can certainly bring her vehicle to be evaluated at any convenient time. We cannot address the problems and determine what is covered under warranty and what is not without seeing the vehicle. I will waive any diagnostic charges so it will cost her nothing for us to complete the inspection. Should there be issues that should have been addressed pre delivery we will certainly take care of them . Thanks, 

• Initial Complaint

  Date:03/09/2023

  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 have been trying to cancel an aftermarket warranty I purchased 7 months ago. Phone calls go un answered. Texts to my sales rep go un answered. Same with emails. This is going on 2 weeks of trying to get my refund. I was told by frank d****** and Zakk P****** and Kenneth S****** I would be receiving paperwork, still nothing. I was also told by the manager at the point of sale that "canceling the warranty was no big deal and easy to do". I have also stopped at the dealership only to be told to come back when I have an appointment. Simply unacceptable

  Business Response

  Date: 03/22/2023

  I apologize for any lack of customer service regarding your cancelation of the extended service contract.  While I was not there,  , I can report that our team claimed they did respond and requested an odometer statement and you had come in without the vehicle. I am told Ken S****** our General Sales Manager offered to help you  and you refused to wait for him to be available. I followed up with Jay S**** our finance director and have verified your cancellation has been processed. Again I am sorry that we did not react quicker and or return your inquiries . The cancelation is, as your sales consultant advised , a simple process if we have the proper paperwork.

• Initial Complaint

  Date:10/30/2022

  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.

  Aug. 4: I bought a used 2011 ***** *** (89,993 miles). Salesman Bob M*** reported that the in-house shop said everything was OK with the car. I paid $2500 for a 5-year powertrain warranty. Oct. 8: I go in for a wheel alignment (with 91,441 miles, or 1,448 after buying), which ****** recommended. The mechanic identified six items that needed to be fixed before the alignment could be done: (1) one broken exhaust spring bolt to manifold, (2) leaking radiator, (3) leaking timing cover, (4) leaking steering gear, (5) slight play, inner passenger tie rod, and (6) dragging rear brakes. I explained that I had only owned the car from them for two months and had only driven locally in warm weather to go to work (12 miles away). When they sold the car, they assured me everything was fine. Now there were six fixes only 1,448 miles later. They agreed that they would try to perform the service through the warranty that I had bought. Oct. 18: I drop the car off for 48 hours for the insurance claim adjustor. Tim M******, the sales manager, spoke with me, suggesting that he was worried the car was misrepresented at sale, which, in my opinion, it was. Oct. 20: John S***** calls to say that none of the repairs will be covered by the warranty and that to replace the radiator and steering gearbox (2 of the original 6 problems identified) will cost nearly $3000. I went to pick up the car. When I arrived, the service advisor John said that I’d have to pay a $100 diagnostic fee, which was never previously mentioned, and therefore to which I had never agreed. I spoke with used car sales manager Zakkary P******* He said his office would cover $1.2k of the $3k in repairs, but not the full value. As of Oct. 30, Ray Laks Honda reported (to ******) service as being done on both Oct. 8 and 20. No such service occurred!

  Business Response

  Date: 11/03/2022

  Hello,     When purchasing a used vehicle from us with over 80k miles and over 10 years old we classify the vehicle as a value vehicle. These vehicles are NY State Inspection only vehicles with any additional work done being at the discretion of the consumer. When I looked at the Value sheet we have consumers sign I see none of the items that were suggested on your visit on the recommendation worksheet. This leads me to believe they were either missed and or defined as normal. For example, seeping versus leaking  is something two technicians can differ on.  In this case I believe the consumer is correct. All of these items , while not NY State inspection items , should have been brought to the customers attention and were not. I will have Zakkary P****** our Used Vehicle  Manager reach out to the consumer and get the repairs scheduled at no charge. I apologize for any inconvenience we may have caused. Thanks,  Bill W*******  General Manager  

  Customer Answer

  Date: 11/08/2022

  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. I do ask, however, that the business, Ray Laks Honda, consent to my bringing a third-party, independent mechanic at the time of vehicle pickup to audit and verify that all the work promised (6 items) has been completed.  Regards,  ******* ****** 

• Initial Complaint

  Date:10/04/2022

  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 submitted a credit application to Ray Laks on September 3rd. Original vehicle I was inquiring about was a 2017 ****. I was told by the salesman Danielle I was approved. After several days of no response I went into the location and was told they had me approved for a newer vehicle 2019 **** and payments would be cheaper. At that time I was asked to submit bank statements and paystubs. I picked the vehicle up on September 9th and signed all the paperwork. After approximately 2 weeks from the date I left the lot with the vehicle, I was contacted and told that my loan was not approved and needed to return the vehicle. I have requested from Zakkary and Danielle several times to supply me with a copy of the initial online credit application that I submitted. They have denied by request to email it to me. Last communication where I stated that I wanted the original credit application emailed to me on October 1st, I still have not received a response. I want my initial credit application copy to determine how the dealership could make such an error. 

  Business Response

  Date: 10/05/2022

  We would be happy to mail a certified package with a copy of the original credit application. We do not resend documents via e-mail as a policy to ensure consumers privacy. The issue with the credit application is the consumer stated they are employed full time and when the bank did the post application phone verification it was found that the appllicant was only employed part time. If this is not correct we can certainly work to get the loan approved. If it is not, the bank will not accept the loan and the consumer must return the vehicle.  

  Customer Answer

  Date: 10/11/2022

  Better Business Bureau:  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.  Regards,  ******* **********  It still was not one that I had filled out, It was one that they had changed numbers on to get me approved.  

  Business Response

  Date: 10/12/2022

  The credit application that Zakkary P****** provided was the application that you sent over. Zakk has a screen shot of your text to the sales consultant Danielle. Zakkary asked Danielle to verify the income amount before he submitted the application. The income originally written on the application was 1768 per month. We asked you if that was before or after taxes and how many hours a week did you work and at what rate? The response , which  we have a copy of via text  was the 1768 was after taxes and you worked  40 hours a week at 21 dollars per hour. That equals 3637 average per month over a yearly period. It is a consistent practice for us to verify income as many consumers are not sure if they should put gross or net income. I would be happy to provide you with a screen shot of the text should you require one.  

• Initial Complaint

  Date:08/12/2022

  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.

  In oct 2021 i took car in for a warranty issue it needs a drive shaft and uv joints They told me a john did it was the brakes so untrue the brakes were all changed the day before he could hear the drive shaft issue but said not bad enough to have warranty cover it wth good is a warranty if you have to wait till the problem is so bad it breaks and ruins more parts There service dept is the worst weve had other issues and had to fight them to fix them to They blow u off whenever you go there if i break down i hold them responsible for the neglect etc they are just waiting till my miles on warranty are up so they can charge us instead of going through warranty the red headed guy he had look at our car was rude and nasty would never let him fix my car when we bought the car they inspected it and all the rotors were bad i have pictures of them Ive had my car looked at at other garages they all say its the drive shaft im going to contact corporate on this issue as well i have a daughter with a traumatic brain injury i have to take to many dr appointment s and in a car that weve asked to have fixed but blown off i want everyone to know about there service department

  Business Response

  Date: 08/15/2022

  We have offered to bring the vehicle in and diagnose but the consumer refuses. They have an extended warranty that would cover the repair minus a 100 deductible. This can be addressed very simply. It has also been almost a year since we have looked at the vehicle. We offered to bring it in. If we did we would offer the consumer a rental while we had it. It seems like we are being reasonable and don't understand what the customer would like in order to rectify the concern. 

  Customer Answer

  Date: 08/17/2022

  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.  Regards, ****** ****** This issue has not been met a john called me from ray laks with attitude and said they will look at the problem but if they find that the universal is not bad as they said it wasnt bad enough to be fixed the first time we took it in there they will charge me for them looking at it ( really) unreal we told him we had it looked at at othergarages and it is the universal he said well then why didnt you have them fix it thenfirst of all i paid for a warranty from ray laks i shouldnt have to pay a deductible to have it fixed elsewhere and pay a deductible second they didnt do warranty workso he wants me to bring vehicle in so he can once again say its not universal  and charge me i dont know how he can justify letting people drive unsafe vehicles and they just give you a run around to not fix it  with there attitude how could anyone trust them to work on your vehicle and feel safe to drive it when you leave there i will never buy from them again ray laks itself i have no problem with but there service dept i have a big problem with