ComplaintsforFX Caprara Honda

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from FX Honda a year ago. Shortly after purchasing I noticed that my computer system/radio would glitch, turn off completely, and my Bluetooth would only work on one side of the vehicle. Took my car in twice because the first time they said they couldn’t recreate the issue. The second time I took it in I had a video of what the computer system would do which shut off everything to do with the reading. Between the radio, the speedometer, anything that was relating to the computer as well as showing them that the Bluetooth would only go to one side of the car and then would sometimes go to all speakers if you hit a bump just right. I was told that I needed a new audio modular system and that it was on back order. Meanwhile my car is still glitching and having issues. Not only that but it will brake forcefully even when there’s no cars in the site of the sensor. I’ve told them this and made them aware even when I brought my car in and they just said it was part of the safety system the car has. But when I tell you it FORCEFULLY jolts you forward and tightens seat belts on myself and my kids when no car is visible for auto braking is not exaggerated. It’s been a year and I called today and was once again told the parts are still on back order and there’s no ETA on when they should be there. Meanwhile my car isn’t under warranty anymore and it’s continuously being a safety hazard to myself and my kids. And fx Caprara Honda is doing absolutely nothing to address the issues. I owe too much on the car to trade in and I just want it fixed so we can be SAFE! Especially when it’s doing it on the highway and also on main roads. All it takes it for one time for the car to brake on its own when no cars are in front of me and we will be hit from behind. Or my computer system shutting down and not having access to my car. It’s ridiculous.

  Business response

  05/03/2023

  We are apologetic for the experiences that this customer is experiencing. However, feel that the nature and scope of both stated issues are beyond the relevancy or scope of a BBB complaint. However we will assist with both issues in as much as we are able. 1. Panic/Emergency braking. This system is operated by sensors to avoid object/pedestrian collisions. There are sensitivity and distance settings that are operator definable, as well as the ability to turn the system off. If in fact the vehicle is panic braking without obstructions, contrary to the way its designed and engineered, this will require another visit to the service department to verify the condition and operation of the sensors. Or a visit with one of our sales professionals to assist in the settings and features of this function. This condition needs to be evaluated by dealership personnel and/or trained technicians due to the complexity and highly integrated nature of this system throughout the vehicle. 2. Our apologies for the delay in the availability of backordered parts. However as a franchised operator, we have no control over the availability of parts or modules from the manufacturer. These are oem parts and are affected by the semi conductor shortage and the ability of the manufacturer to source, build and deliver. This is an ongoing issue that is inconvenient and frustrating and is currently affecting most OEM's including their ability to produce vehicles. We understand that it's inconvenient and frustrating as well as annoying and will continue to follow up on your required module(s). The repair will still be covered under the warranty as the issue had been diagnosed prior to expiration and there is a record of the back ordered parts necessary for the repair. 

  Customer response

  05/04/2023

  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. I Have brought the issues with the panic braking to the attention of the workers there before and they said it was part of the vehicle mechanism and there’s no way to turn it off. It is a safety hazard and should be brought to the attention of *****. I have tried to disarm the mechanism and it doesn’t work. If I get into a car accident and this is the cause and either myself or my kids are injured I will be suing as you’re fully aware of what these vehicles do and have known about thee issues and never did anything to correct it when the car was there. Just as when I brought the car the first time and your staff told me nothing was wrong with the vehicle yet I recorded the issue and especially of the vehicles computer system TURNING OFF MID DRIVE. which in fact does affect the rest of the car. And then your staff determined that I needed a new audio modular. Funny how it went from nothing was diagnosed to something that was.  Regards,  ******* ********  

  Business response

  05/05/2023

  The panic braking system requires further diagnosis and verification of the stated complaint. Regardless if it has been to the dealership prior. Perhaps a second diagnosis or opinion at another dealership would be relevant? When the parts are available from the manufacturer the requested repairs will be completed.

  Customer response

  05/08/2023

  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.  I am moving to Washington state therefore your parts will not be making it to me and now I have to deal with an UNSAFE VEHICLE. One I can’t do anything about because your dealership is not in Washington and I’m not driving the car back to NY to be fixed when this should have been addressed or another option should have been given to me.  but neither were.  Regards,  ******* ********  

  Business response

  05/24/2023

  BBB spoke to Jenn at business and the following was relayed: The part is still on backorder, however, as of Monday it appears the part is becoming available and we expect could be in within next 2-4 weeks. We are also willing to help the customer trade in her vehicle if that is something she would like to consider. Have the customer call ###-###-#### and ask for Jenn to discuss situation and options. 

  Customer response

  05/25/2023

  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.  ** how am I supposed to trade in my car when I owe too much on it and can’t get into another car without 1000s down. This is an issue with my vehicle that shouldn’t have taken a year to fix and now im moving and don’t have a reliable car with parts that should have been trusted.. If you’re willing to put me into another vehicle knowing I owe $34000 (I carried negative equity) then I’ll accept your response. Otherwise I can’t. Regards,  ******* ********  

  Customer response

  05/30/2023

  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.  Jenn’s only resolution for this is to wait the 2-3 weeks for the part to POSSIBLY come in. I leave in 3 weeks for Washington state and won’t be returning to NY. She said they can ship the part once it gets here, meanwhile attached is another current picture I took yesterday driving on I81 where the speed limit is 65 NOT 100, yet my computer system is telling me it is. Just another thing wrong with this vehicle. she told me unless I have a co signer there’s no way of getting OUT OF THIS UNSAFE VEHICLE. So basically I’m screwed unless someone can co sign. Which I have no one and the whole reason for me even having this car and not my ****** was to get my co signer removed. Otherwise I would have KEPT MY ******, it better fit my family but I needed my co signed off my vehicle which got me this *****. she then proceeded to tell me that “1000s of people are waiting for my parts and that I’m “lucky” my part is assigned” how am I lucky? My vehicle is UNSAFE! the computer system shuts down, it doesn’t read anything correctly l, brakes as hard as it cans tightening our seatbelts with NO ONE IN FRONT OF US. Yet I’m lucky my part was assigned to me after over a year. This doesn’t resolve my safety issues with this car or with this business. We’ve bought two cars from them of my own. My BF bought his last two trucks from them. We won’t be buying ANYTHING else from them. This is NOT OKAY. This car continues to be unsafe and all Jenn has to say as a remedy is “co signer or wait for the part that might come in 2 weeks, maybe 3”.  Regards,  ******* ********  

  Business response

  06/07/2023

  Attached please find the repair order history, parts order history and current status for the referenced complaint. It is unfortunate to hear that the response was not satisfactory and to a degree, not unexpectedly. 1. The customer has not been to the Honda facility's repair shop since April of 2022. The initial complaint being the radio/cluster intermittently being inoperative. The shop was unable to duplicate this concern at that time, however, after consulting with Honda's Techline, a new audio module and display were ordered. These parts are vehicle id specific, and off brand or non-oem parts are not an available option. The parts were and are still on backorder status (Bo). The repair cannot be effected without these parts being supplied by Honda. If the parts were available, we would gladly install them in an attempt to repair the customer's vehicle and concerns. 2. The subsequent complaint and current issue has not been verified, nor diagnosed as the vehicle has not been physically brought to the shop for diagnosis or duplication of the concern. 3. We are respectful of the customers concerns and timeframes however, again, without parts beind supplied by Honda, we are unable to implement a repair. This is a logistical issue only and is not reflective of a business practice, or more specifically an improper business practice. It is an issue being experienced nationwide not specifically Watertown NY. 4. Lenders, banks and financial institutions make lending and loan decisions at their discretion within their own guidelines. Any customer's credit worthiness and financial capability are determined by lenders not FX Caprara Honda. We act as a liaison between the customer and the bank in obtaining purchase loans and extending the offers and conditions to the customer. There are many factors taken into consideration when they are making a lending decision. Far too many to be enumerated and in complying with privacy regulations cannot be discussed or disclosed in this response. 5. Appreciating the customer's concerns and proposed "fix", as an independent franchise operator we simply cannot oblige the customer until parts are available, the vehicle is presented for further diagnosis and extraction of recorded event codes. Furthermore we cannot make a decision to extend credit without a bank approval to make a legal and valid assignment. 6. After thorough review, as a BBB accredited business we have found no issues of integrity, ethical business practices or customer service. We are and have done everything we are in control of to assist the consumer in this instance and will continue to do so ideally, if possible while the consumer is here. If not, we will assist in any way we can to help with repair efforts and provide supplied to parts to an authorized Honda repair facility if the consumer relocates before parts are available. 

  Business response

  06/09/2023

  BBB spoke to Jenn at the business and the following response was relayed: We do expect the part to arrive in time while the customer is still in the area and we will take care of right away.

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/30 I traded my truck in to a different dealership. I had some warranty left on it so I sent Fx Caprara my odometer reading. This was on 7/3. Was told it would be 4-6 weeks for the refund. On 8/16 no refund had come so I called the warranty company and was told that they had not received any info from Fx Caprara. I emailed Jennifer Brett who handles the warranties the same day and was told that new submissions and refunds get submitted all together and would get my my refund in 10-14 days. 8/30 would’ve been day 14 and no refund. I called the warranty company again this morning 8/31 and was told no information had been sent from Fx Caprara. The representative stated that even if it went to a different department it would still show up in the computer system. I emailed Jennifer B**** but have not heard back

  Business response

  09/07/2021

  This cancellation request was originally sent to the warranty administrator on 6/30/21 and again on 7/7/21. The warranty administrator has to process and approve the cancellation and release the funds for the cancellation proceeds to be forwarded to the customer; this is not within FX Caprara's control. It appears that there was a processing or handling issue on the administrators behalf. Subsequently the request to cancel was again submitted on 9/2/21, and approved. The refund calculation was 61.45% of the $1845 purchase price, less $50 cancellation fee, plus sales tax totaling $1170.45 Refund proceeds are generally remitted and available within 10 business days of this approval, however FX Caprara Honda has issued the refund in advance. The refund check is being mailed via certified mail to the customers home address. Thank you in advance.

  Customer response

  09/07/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Regards,  ******* ******
  
  
  
  
  

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