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:02/25/2025

  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.

  Bought a used car from this dealership 2017 Honda Civic Sport that was listed with no accidents. After my mechanic put the car up on a lift a few months later you could tell the passanger side of the car underneath was all fixed and if you carefully look at the passanger side of the car you can tell that the body was suctioned out to fix it from an accident. I have reported this a number of times to apple Honda (**** *****) and have heard nothing back.

  Business Response

  Date: 02/25/2025

  Dear Better Business Bureau,
  
  
  Thank you for bringing this complaint to our attention.
  
  
  The customer in question is a relative of one of our managers, and we have made efforts to assist him in the past. He has taken the vehicle to his own mechanic (a friend) for assessment. He purchased the car over a year ago and has experienced typical wear and tear issues but expects Apple Honda to cover all repairs at no cost to him. His accusations have become increasingly unreasonable.
  
  
  We have documentation detailing his demands for a new hub bearing and his claim that the tires Apple Honda
  installed are 10 years old. We tried to replace the hub bearing under warranty even though we did not find any of them to be faulty.  When we asked which one his "mechanic" found to be bad so we could fix it, he couldn't provide that information and didn't come back for us to repair it. We are uncertain what resolution he seeks. The vehicle's AutoCheck report remains clean, with no accidents indicated.
  
  
  We appreciate your time and attention to this matter.

  Customer Answer

  Date: 03/05/2025

  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:

  What the dealership is talking about has nothing to do with the topic now that is being brought up. They are just trying to avoid the situation. If the dealership was good when I took the car in originally for noises, they would not have told me that the car needed four new tires almost $1500 for those because after taking it to my mechanic The car needed new back Regar struts. Yes, obviously now since the car had two really old tires on it has new tires on it right now. However, none of this is relevant to the question and what I have been trying to contact the dealership about because when my mechanic put the car up on a lift, all you have to do is look under the car on the passenger side, and you can see that the car was bolted back together, fixed up the area where the tire is was all glued back together whatever that felt is then besides that if you look at the car from the back and I would not know this as a customer if you look at the car from the back, you can see the passenger side is all wavy meaning the passenger side was suctioned out after an accident on top of that if you further look at the back of the car and the underneath, you can tell that the back of the car on the passenger side was hit and in an accident. So Apple Honda failed their inspection when they get used cars in and did not find that because they wanted to just make a sale. I have been trying to contact **** ***** an Apple Honda now since August about this. This has had no response no messages back no calls back no nothing back. So what I am asking without going any further I dont think is out of whack a $5000 credit to the sale of the car and I will be on my way and be quiet and this will be over. 

   

  ***** *****
  
  
  
  
   
  

• Initial Complaint

  Date:08/12/2024

  Type:Billing 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.

  Dear BBB,I am writing to file a formal complaint against Apple Honda in ********* regarding an unresolved issue with a vehicle purchase that occurred on April 3rd, 2024.I purchased a 2021 Honda Ridgeline for what was originally explained to be $38,110.00. However, I was ultimately charged $44,246.29. I made a $10,000 down payment, with the remaining balance to be paid through my Santander Credit Account (#*********. Upon noticing the price discrepancy, I immediately contacted Apple Honda on May 2nd, only to learn that they had added a $3,400 bundle for wheels and car washes and another $3,000 for a warranty, neither of which I had agreed to.After discussing the matter with them, they agreed to issue a check toward the Santander loan for the $3,400 bundle and credit $500 toward the warranty. I accepted this solution, but as of August 9th, the adjustments have not been made. Despite my efforts, including over 30 emails and multiple phone calls, I have been consistently ignored. The few times I did receive a response, I was told to wait another week, but nothing has been resolved.Additionally, the representatives I have dealt with, ********************* and *******************, have been condescending and rude, exacerbating an already frustrating situation. Their lack of professionalism and dismissive attitude has made this experience even more distressing.I am now paying interest on the Santander loan for five months without any correction to the charges, which is both frustrating and financially damaging. I believe I have been patient and reasonable, but this ongoing issue has become a significant burden.I am requesting your assistance in resolving this matter, as Apple Honda has failed to honor their agreement and address my concerns.Thank you for your help.

  Business Response

  Date: 08/29/2024

  The file has been reviewed. The customer completed the necessary cancellation paperwork on May 19th.  The paperwork was forwarded to the issuing office on June 7th. We received funds back for the cancellation of the items on August 1, 2024.
  A refund payable to ********* in the amount of $4,091.30 was issued on August 6th check# ******.  This included the cancellation of ALL of the items ($4,400) but at a prorated percentage. 

  See below:
  Roadside 1yr purchase price $1,200 x *****% = $1,004
  T&W 5yr purchase price $2,200 x *****% = $2,112.30
  Car Wash/Shine & Drive purchase price $1,000 x 100% less a $25 cancellation fee = $975

  We hope this answers all questions and that the customer is seeing the refunds.

  Customer Answer

  Date: 08/30/2024

  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. However i would like to clarify that they issued the payments on Aug 22nd... not on Aug 2nd (or when they mentioned)... Also, they never called or answered our emails to inform us of the situation..

  Thank you for all of your help

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

  
  

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2022 new Honda CRV in July 2022. In early June 2023 noticed a bubbling in the black rubber window panels that separate the passenger doors. Spoke with my salesperson and said I could take it to any Honda Dealership. Car purchased in *********, Long Island, I live in Westchester County. Took car to Honda of ********************. Spoke to a service representative. She took a photo, asked if I parked the car in the sun, stated she is seeing a lot of this happening and said she would get back to me. I called 3 times, since she never returned my calls. After emailing the service manager at ******************** I received a message saying Honda not responsible. Texted my salesperson at Apple Honda, explained the situation and told to bring car to ********* so they could see the problem. Did that, and waited for an answer. Didnt hear anything for 2 weeks, so I texted asking if any decision was made. Told not yet, she would let me know. Another 2 weeks passed and I text again asking why it was taking so long and I felt customer service left me frustrated. Never heard from her again. Received a vm from a *******, General Manager, asking that I call back. I did, left a vm and never heard back. So this has been going on since early June .

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Apple Honda regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  Date:07/07/2023

  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.

  on June 17, 2023, my family and I (my 2daughter, son, and father) had an appt. scheduled to view 2 cars that i had found on my employer website perk for work. When in the office we meet with sales person ***** whom was very nice and compassionate as i had a toddler and we had been there for a long time, during this in counter we viewed 2 cars and has decided that the Honda 2020 HRV was more appropriate for me and my family. I was unsure if i would be approved as i was trading in a 2017 ****** tundra, during the process we sat in the front a waited as the finance person ***** was trying to see what he can do for me and my family. I was asked if there was anyway i could but money down, i asked if this was a certified used car was told yes and that we would i finalize the details as soon as he had an answer, i had agreed i could put down up to *****, i would prefer not to but could make $2000 work if it helped. When sent to the finance office when we meet with *****, my daughter 13yrs old had decided to join me, he began by showing us our option and states he could get a better offer but his girl wasnt in the office, i family had been across the way and another sales gentleman was asked to interpret, at this time *** ***** felt that he would make conversation with my daughter as i was finalizing the payment which was now asked for ****, thus having to us my 2 debts cards so i had been talking with ***** because i needed to transfer from my savings to checking, in the interim i was listening to the task being completed but also listen to this gentleman talk to my daughter about how his ***** watch almost cost him his divorce, as she continued to color and draw as my toddler has entered the room. He then began telling her the phrases he knew in Spanish. Never the less i asked him 3 times if the car was certified used he said yes and ***** and him had stated I was getting all the extra care as well " he is being good to you" and i said thank you and was sent to the insurance lady's office, at this point we were ******* as they we closing soon. never the less when we got home my daughter told my husband the finance ****************** felt that it was okay to tell her his favorite line in Spanish was "***** ** ****** *** ** **** i didnt know what to say as he was mad and enraged, as the office had closed behind us we were unable to do anything about the matter. on Sunday June 18th fathers day never the less i called and spoke with ******* the supervisor and explained everything that had happened. I was advised to not come in as it was a Sunday and nothing can be done. On Monday June 19th i came in and meet with **** and *******, with tears in my eyes expressed how my daughter was not only upset with the situation but with herself for allowing someone to speak to her that way and not speaking up. My daughter is now having a rough time not only with her self-esteem but being alone with any male person that not her family, she is 13 years old suffers from depression and this was icing on the cake, She refuses to go back into Honda which has made this whole situation worse because the car was received with a crack on the windshield a noise when driven. so on Thursday June 22,2023 the kept the vehicle and i was guaranteed by ******* that the car would be fixed and wouldnt be given back until the car was good as new. This vehicle HRV 2020 Honda was left there for a week on July 3rd i picked up the car. When driving in to my nursing program in queens, i realized there care is having a hard time accelerating between *****, ***** almost as i was driving a manual car and changes werent made right. So on July 5th due to the holiday i called and spoke with **** as am just frustrated with the situation that i have to deal with at home and now with being told the car would be left good as new and picked up worse than when i left it. Iaked if the owner could contact me, on July 6 th ******* called and i have since left 2 voicemails and have not heard back from the owner. Going into a family dealer with my family was supposed to be a fun exciting experience as the kids were excites to get rid of the tundra, now am at hand with this vehicle that my 2012 minivan drives better and a child how is so scared and overwhelmed that we have had to explain that this wasnt her fault that unfortunate there are men out there that dont know the difference between a child and a women. Not only was I lied to in the vehicle not being certified used when I called I was told it was impossible as the car was over ****** miles. I asked this question on 3 different occasions but because *** ***** was too busy entertaining my daughter that he **** me and called it a day. The will never be able to give me back my peace of mind we walked in with but the can make the situation better, so we dont have to come back or have to keep calling as this had been going on for way to long. I have been asked to go back in and sit with a mechanic, I would love to have nothing else than for the next month keep coming in but not only do me and my husband work fulltime but am I fulltime student and mother of 3 children, and my daughter refuses to go back limiting my availability even more, I cant keep doing this am exhausted it was not supposed to be like this.

  Business Response

  Date: 07/11/2023

  We take the allegations concerning the improper actions of our employee very seriously and immediately took action.  Our dealership stands behind the products we sell and have made several attempts to resolve the mechanical issues alleged by the customer and have even offered to take the vehicle back.  All such requests have been refused by the customer.  We remain ready and willing to resolve this matter.

  Customer Answer

  Date: 07/11/2023

  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: 

   I have called and left 2 voice-mail for ****** yesterday, to take it in on Wednesday as it's the only day I can get someone to stay with my kids, as once again my daughter does not want to be in the facility. My car was at the facility for 1wk and returned with problems. This is getting overwhelming that I car I was told was a certified used car by *************** that was fired as I asked 2 times, is giving so many problems. I have asked for the owner to contact me and have yet to hear from him and called 1 week ago and spoke with **** who stated he would give me a call back. Taking it serious is also understanding that my daughter whom has been affected, it's difficult for me to keep coming back and fourth, and the car was sold not in good condition and under false presence, if it wasn't for my conversion with **** I would've never found out. You don't compensate me for all the time lost and the driving back and fourth.

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

  
  
  
  
   
  

• Initial Complaint

  Date:05/16/2023

  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.

  Date of transaction May 15, 2023 Cost of transaction $570 usd I went to the dealer where I purchased my 2020 CRV for an inspection, tire rotation and oil change they came to me with a $900 plus potential bill for other recommended services. I declined them except for the brakes because I was told they were overdue at 15k miles. They charged me $210 for a differential flush that I did not ask for or approve of. I went home and was informed that they had taken advantage of the fact that I am a woman who does not know much about cars and I did not need my breaks bleed at all. We googled the information and found that they performed these services prematurely and bamboozled me out of $410 for services I did not actually need at the time yet they claimed were past due. My father also crawled under the car to check to see if the breaks were bled and did not find that they were wet all. We went back to the dealer and attempted to remedy the distraction but they insisted it was preventative maintenance. I am disappointed because had they waited the additional 20 to 30k miles that should have been waited I wouldnt not have to pay $410 prematurely the next time around.

  Business Response

  Date: 05/16/2023

  That customer came in yesterday for an oil change, tire rotation and ************** Inspection with a courtesy multi-point inspection.  After performing the courtesy multi-point inspection, the technician recommended a brake fluid service (due every 3 years and they purchased the vehicle in May of 2020, so right at the 3 year ****** a rear differential fluid service (first one is due at ****** miles and then every ****** thereafter - they had ****** miles on the vehicle), an engine air filter replacement, a cabin air filter replacement and a wheel alignment.  The customer declined the filters and alignment but approved the brake fluid service and rear differential fluid service.  The customer was a younger woman that brought the vehicle in for service.  She authorized to have ** perform the brake fluid service and the rear differential service, paid her invoice and left.  Then her father called back and got one of our Service Advisors on the phone and was cursing at him saying that we ripped her off. He decided to come down and speak with our Service Manager and was accusing ** of recommending things that weren't necessary and that we took advantage of her because she is a young girl.  Our Service Manager explained to him that those services were due on the vehicle and even showed him the attached sheets that says it in writing.  He didn't want to hear any of it and just kept asserting that we ripped them off and took advantage of the situation because she was a young woman.  Our Service Manager again assured the father that the services recommended and approved were in fact due and explained to the father that it was her decision to authorize the services or decline them, like she did the other 3 services - she could have called her father also if she wasn't sure about doing the recommended services.  Our Service Manager explained to the father that if it was a transmission service that was recommended (not due until ****** miles) or some other service that was not due on the vehicle yet, we would be the first to admit error and resolve the situation but that in this case we did not do anything wrong or take advantage of the situation.   
  
  

  Customer Answer

  Date: 05/16/2023

  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:

  Dear **** and Apple Honda service team, 

       This is *************************, owner of a 2020 CRV purchased from your dealership. Yesterday, May 15, 2023, my daughter, ****** had an appointment to get the oil in the car changed and the car inspected. She also asked that the tires be rotated as per my request. The three services listed above would have cost a total of $148.95 as demonstrated on the invoice given to my daughter. She walked out paying a total of $587.76 as a result of being swindled by your team into paying for services, she did not need or ask for. I will break down the specifics of how you took advantage of my young daughter, and her lack of knowledge about cars below, but would first like to inform you that I will be sending this letter to the card company that the charge was made on as well as the Better Business Bureau and  Hondas corporate office. I have already contacted that card company and the Better Business Bureau. 
       First off, my daughter paid to have the tires rotated. The rims on the driver side of the car Ive been scuffed previously. Today I took a closer look at the car and noticed that the scuff marks are still there on both of the rims on the drivers side. This suggest to me that you did not rotate the tires at all, because if you had the scuff marks would be in different spots, meaning at least one should have been on the passenger side of the car. I am not convinced that you rotated the tires. In fact, I believe that you charged her for a tire rotation without performing the service. I emailed you earlier today in regards to that and ask for shop footage to prove that the work you said you did in the car was done. I will be encouraging my card company to request that same footage as well. We are requesting that the money that she was charged for the tire rotation be returned to her unless you can prove that you did in-fact rotate the tires. The cost of the tire rotation was $32. 
        My daughter was given a sheet of paper that had a price of over $900 for services you recommended. She declined all of them except for having the brakes bled because your service man, *****************, Mrose let her. She never signed off on having the differential fluid drained yet you took it upon yourself to do it and charger $209.95. She does not know what a differential is and had not heard of that term at all until reviewing the bill with me. She did not agree to having the differential fluid drained when she was asked by ************. She did not ask for this service, agree to this service or even need this service. Your team recommended it and did it without authorization. The car is 3 years old and only has 20k miles on it. Differential fluid does not have to be changed for at least 30k if not 50k miles. This information can be verified on the internet. We are requesting that the money for this service be returned to my daughter because she did not need, ask or approve this service or charge. She was blinded sided when presented with the bill and was guilted into paying it because she did not want to cause a scene. 
       My daughter did agree to having the brakes blood because your salesman lied to her and told her that it was past due. She was under the impression that it was necessary to have done in order to pass inspection so she agreed. The brakes in the car have never been changed. The brake pads are barely worn. Most times you dont have your breaks bled until after they have been changed. The breaks do not have to be bled until 50k miles, the car only has 20k. You took advantage of the fact that she has limited knowledge about cars and got her to agree to an unnecessary service that cost her $199.95. We are not requesting the money back for this service because she did agree to it even tho she was coursed under false pretense. I am also not convinced that you actually rendered this service because when I crawled under the car nothing was wet and they should have been had they been bled. I called and left a message stating this. You may want to provide this message as part of evidence when it comes time for my claim with the card company. I would like to see prof that you did provide this service because after this experience I do not trust that you did anything asides from steal money from my daughters pocket. 
       I called yesterday to speak to you as soon as I learned about what you did to my daughter. You did not get back to me until much later in the day because you were in a meeting. I came down to the dealership to talk to you in person in attempt to remedy the issue with my daughter present as a witness. When I claimed that you took it vantage of my daughters, lack of knowledge, you did not deny it, instead, you said That she could have called me for my opinion, which, in my head shows that you took advantage of her. My daughter should not have to worry about being scammed by the dealership where she purchased the car. It is not like she took the car to a ******************* garage. She thought she was going to a reputable establishment where she could trust that the service team would be honest with her. In fact, she even said it to *******************  Not to lie to her about what needed to be done to the car because she would be showing me the invoice when she got home for me to make sure everything was correct. While in your office, you asked if I would like to work out a deal for further service  to me that meant that you might have waived some fees for future service. I declined, however because after what you pulled yesterday I do not feel comfortable with you working on my car ever again. 
       What you did was wrong and should be remedied. I have purchased two cars from your dealership but after this, I will take my business elsewhere forever more. This was bad business on your part because you chose to scam my daughter into paying an extra $410 this time, but have now lost ** as customers for oil changes, inspections, and further maintenance. Had you done right by ** you wouldve made much more money over the years from ** but your bad management and customer service skills have prevented that. I stated earlier, I will be fighting parts of this bill with the claims department at ***************** as well as contacting the better business bureau and Honda corporate. I will provide a list of the charges we are refuting/looking to prove remedied below. 
  
  
  Tire rotation - $32 - we would like prof that the tires were rotated. We do not believe they were because the scuffs on the rims are in the same place they were when the car was brought in 
  
  
  Differential fluid - $209.95 - this service was performed without consent from myself or my daughter. We did not ask for this service, need this service or approve this service be done to the car. 
  
  
  Brake fluid - $199.95 - we are not requesting money returned for this service but just want it here to point out how you ripped off my daughter by convincing her she needed a service she did not need, however, because she agree to it under the impression it was overdue and would hinder her car passing inspection we will not request a refund. That being said, I am not convinced you performed this service because of the lack of prof under the car when I crawled under it to check your work. 
  
  
  Lastly, you sent me an email about taking a survey but never sent me the link. I would like to have the link to the survey so I can share with the company what a horrible job you have done and how you ripped off my family. 

   

  *******
  
  
  
  
   
  

  Business Response

  Date: 05/17/2023

  Customer came in for an oil change, tire rotation and NYSI.  The technician recommended a brake fluid service (due every 3 years and they purchased the vehicle in May of 2020, so right at the 3 year ****** a rear differential fluid service (first one is due at ****** miles and then every ****** thereafter - they had ****** miles on the vehicle), an engine air filter replacement, a cabin air filter replacement and a wheel alignment.  The customer declined the filters and alignment but approved the brake fluid service and rear differential fluid service.  The customer was a younger woman, if I had to guess she was in her mid 20's.  She paid the bill and left but then her father called back and got Ray, a service advisor, on the phone and was cursing at him saying that we ripped her off.  He then called and left me a voicemail for the Service Director. Our Service Director called him back but got his voicemail.  He decided to come down and speak to Service Director and was accusing Apple Honda of recommending things that weren't necessary and that we took advantage of her because she is a young girl.  It was explained to him that those services were due on the vehicle and even showed him the attached sheets that says it in writing -We used  iAdvise for the brake fluid, but there is no time/mileage on the iAdvise for the rear differential because that is a maintenance minder service so we googled when it is due and found a CR-V owners forum that stated the first one is due at ****** miles.  He didn't want to hear any of it and just kept asserting that we ripped them off and took advantage of the situation.  We also told him that it was her decision to authorize the services or decline them like she did the other 3 services - she could have called her father also... We don't see why we are the bad guys in this situation.  *********** Director explained to him that if it was a transmission service that was recommended (not due until ****** miles), we would be the first to admit error and resolve the situation but that in this case and Apple Honda did not do anything wrong.