ComplaintsforFriendly Honda

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a finance with Honda Friendly, Honda CRV 2019. The back of my car bumper was damaged where it was an indent that was covered by my warranty at Friendly Honda. My car was dropped off to Friendly Honda on 02/09/24. I was advised by the mechanic at friendly Honda that my car was deemed un-drive-able and they placed an order for the part needed. From that date I was told it will take up to a month to receive the part and the car to get fixed. Every month it has been the same story of the part from the warehouse has severe delays. On August 9, 2024 it will be 6 months without my car that I have been paying car payments and insurance. I am an elderly woman who lives all the way in the city and it has been extremely difficult for transportation . I have reached out to friendly Honda several times and they have not been accommodating to my situation at all.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This complaint is regarding a warranted 2019 Honda AC condenser. This part has a manufacturer defect and has caused an AC system failure in my 2019 Honda Civiv EX. Honda will not cover the compressor only the condenser which they already know was not manufactured correctly. The condenser failure caused the issues and they are unwilling to cover the almost two thousand dollar cost. Honda and the ***** are aware of the issue with the condenser. I believe all issues caused by the condenser failure should be covered. Thankyou for your consideration in this matter.

  Business response

  08/02/2022

  I appreciate your concerns and I did investigate your complaint to see if there was anything further, we could do. My findings were that the warranty on the vehicle is 3 years/36,000 miles, and you are currently at ******* miles. ***** was a campaign opened by NHTSA to extend the manufacturer warranty on just the air conditioning condenser. The compressor while not a part of this campaign was offered at a discounted goodwill rate by American Honda and Friendly Honda.
  If you have additional questions, please contact *******.********************

  Customer response

  08/04/2022

  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:

   

   

   

   

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

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

• Initial Complaint

  01/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/16/21 I went to Friendly Honda in ************ in order to inquire about the purchase of an AWD CR-V to replace my 2020 2WD. I met with a new salesperson, *************** who was very pleasant but unsure of the selling techniques. As a result, on numerous occasions that day and in all subsequent visits and correspondence, he engaged the assistance of his manager, **** *****. Since no cars were to be available until approximately 11/21 I was taken aback that a credit check was done without my approval. When I complained, I was told that it was a "soft" check. However, another one was done in November and BOTH appeared as HARD inquiries on my credit report because of the time in between the two! To add to this, ****** ******************* also did one which gave me THREE inquiries for ONE transaction. I feel that this whole transaction was not handled properly as I gave e NO permission to pull the first report. While I did give a $500 deposit, which I was told was refundable, I NEVER made a firm commitment for the purchase. Friendly Honda has negatively impacted my credit report. They also entered me into a lease agreement with HVCU without first asking me. Had I know they were going to do that, I could have used the credit union with which I have been a member for over 40 years or Honda ********* Services which has financed my last four Hondas. Friendly had NOT right to pick my financing institution! $500 deposit with my ENTIRE credit car number. The entire deal was a fiasco!

  Business response

  02/09/2022

  In response to your buying experience, I am sorry to hear that it was an unhappy one, and we are taking your experience as a teachable moment so that we can improve our communications and set clearer expectations.
  We do run a credit check so that we can confirm the credit score enables the consumer to purchase the vehicle of interest at the quoted payment. Currently we are unable to run soft checks, but this is a process we are inquiring about with ********************** and **********. I have met with sales managers to train them on appropriate word tracks on how we currently manage credit inquiries.
  A $500 deposit paid to Friendly Honda to secure a limited availability vehicle for you and was viewed as a commitment. We will always refund a deposit due to extenuating circumstances.
  Regarding the financial institution of use I believe you have had conversations with my business manager to explain the reasons. If you would like him to review again, please call *********************.
  The risk based pricing document included for our review was the copy given to you as we kept your signed copy on file for our records which I can forward to you upon request.
  I am sorry again for your experience and look forward to improving our relationship in the future.

  Customer response

  02/09/2022

  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:

  As Friendly Honda is a widely used dealer in the *******************, I am surprised by the response that I received.  It appears that the total accountability for my dissatisfaction is being put on my shoulders.  To begin, I was  never told by Friendly that a credit check was being run.  Instead, I was asked to present my license and social security number.  While I found this strange, I was advised by *************** that this was standard procedure.  The next thing I knew, I was being presented with my credit score!  It must be noted that I neither approved the running of my score nor did I ever sign an approval for it to be checked.  When questioned, each and every time, I was advised that  Friendly was running a "soft" credit check. It was not until I received alerts from the credit bureaus that I was made aware that it was, indeed, a hard check which affected my FICO score. Additionally, it was not until this response that Friendly admitted it was not what they had alleged.  Additionally, in their response, they state that they are currently unable to run soft checks and that they are in the process of inquiring about that with the ************* and **********.  What exactly does that mean since they ran the credit check on me almost six months ago!  Are they still waiting for a response and why do I have to assume the backlash?  This is why I requested that they contact the credit bureau to have the original credit check removed from my file. Had I known that the check would have been a hard one and that a subsequent one would be done in order to make the purchase, I would have waited until vehicles were in-house.  Although I did want to replace my 2020 Honda CR-V two wheel drive with an AWD, my car was a little over a year and, had no mechanical or physical blemishes and only a little over 9K in mileage.  In fact, it was in such good condition that it was listed online at Friendly for sale days after it was traded in for a price in excess of $32K!  So you see, since I am very protective of my FICO score,I know that one pull d adds up to one hard inquiry and each hard inquiry lowers the buyers score by up to 10 FICO points. Therefore, for the aforementioned reasons, I do not understand why Friendly does not feel that they have any liability for damages.  I never committed to a financing option when I first came to the dealership in September 2021.  

  Additionally, the reply states that Friendly will "....always refund a deposit due to 'extenuating circumstances.'"  What is meant by "extenuating" as I was told that if I did not want the vehicle, I was under no obligation to accept the car.  Since I do not recognize this document, please clarify it for me.

   

   

   

   

  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. ↩