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:03/27/2025

  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.

  American Honda Motor Co./Case #********Topic: Dealer Experience/Vehicle WarrantyFirst Name: ****** and JosephLast Name: QuinonesEmail Address: *********************** Code: *****VIN: *****************Description: HRV EXCEL 2025Subject: Case #******** Honda HRV EXCEL 2025 VIN: ************************ - Reported incident to Honda Corp **** 2/25/25 - 3/25/25 Emailed necessary documentation to Honda ******************************* **** requested we take the vehicle to Honda ************************** in order to assess and address vehicle concerns) "Paint imperfection unnoticed @ signing of lease", 3/10/25 We took Vehicle to:Honda White Plains** **** *********** ****** ** *****3/10/25 - Emailed all documents required by Honda Corp ****We took the vehicle to Honda ************************* as requested by Honda Corp. ****, however despite, the problem has not been resolved. As the vehicle is still under warranty, We believe we are entitled to a proper repair. When leasing a brand-new car, Investing OVER FIVE THOUSAND DOLLARS @ signing, as Honda customers, great customers as promised is expected. My husband and I spent 8 hours @ the dealership @ signing on 1/25/25, The salesperson did not do a detailed overall inspection of the outer perimeters of the Vehicle with us. The vehicle literally taken of flatbed truck the day of purchase. A lease entails a lot of red tape. Suffice to say our first Honda lease/experience has proven to be less then customer proficient.We kindly request that Honda Corp. take immediate action to resolve this matter. We appreciate your prompt attention to this matter and look forward to a resolution. Please contact me at your earliest convenience to discuss the next steps.

  Business Response

  Date: 03/28/2025

  To Whom It May Concern:

   

  We would like the client to bring in their vehicle so we could see the damage and take care of it.

   

  Please ask for **** ******* - ******* ******** to assist you once you are in our service.

   

  Regards.

  ****** ******** 

  Customer Answer

  Date: 04/09/2025

  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:

   

   

  I have closed complaint prematurely. There is no satisfactory solution here... 
  

  We took the vehicle to Honda ************************* as requested by Honda Corp. ***** however despite, the problem has not been resolved. We believe we are entitled to a proper repair. When leasing a brand-new car, Investing OVER FIVE THOUSAND DOLLARS @ signing, as Honda customers, great customers as promised is expected.
  

  
  

   

   

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

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

  Business Response

  Date: 04/16/2025

  Dear ******-

  I would gladly invite you back to our service to fix the minor damage you mentioned in your complaint,

  Please email me at ************************************ to let me know when would you like this to be taken care of.

   

  Thank you 

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

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,

  I accept *** ****** ******** invitation to bring back our vehicle to Honda Service to fix minor damage mentioned in my complaint.

  As per our email communication 4/16/25...  We appreciate *** ******** attention to this matter and look forward to a resolution.

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

  
  

• Initial Complaint

  Date:03/03/2025

  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.

  I took my vehicle to be serviced at White Plains Honda and was told there was a leak with my water pump, and they asked for authorization to fix it, which I gave. In addition to the leaking water pump, the dealership replaced numerous belts (timing, tensioner and alternator).Upon checking my previous service records, I noticed that I had replaced these same parts (water pump and belts), five months prior in Sept. 2024. As Honda dealerships warranty their parts and labor for a duration of one year from the date of service, it is in my opinion that these parts, if defective (i.e. leaking) should be covered by the warranty and not have been charged over $2,000 for this work.Additionally, the posted labor rate per White Plains Honda service sheet is $195/hr. My vehicle was dropped off at approx. 9:00am and completed at approx. 3:30pm, a total duration of 6.5 hours. The labor total for my service was $2,051.61 which if you break down to an hourly rate is roughly $315/hr, well over the posted labor rate of $195/hr.I have attempted to contact White Plains Honda four times since the date of service to discuss this, on Fri., 2/21/25, Sun., 2/23/25 & Wed. 2/26/25, each time leaving a voicemail or message with a receptionist. Unfortunately, I have not heard back from anyone at White Plains Honda regarding this matter since.

  Business Response

  Date: 03/28/2025

  To Whom It May Concern:

  Please find attached the confirmation for ******** ******** reimbursement.
  Let me know if you need any further details.
  
  

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

• Initial Complaint

  Date:02/05/2025

  Type:Sales and Advertising 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.

  I am writing to formally express my dissatisfaction with my recent experience at White Plains Honda. I encountered multiple issues regarding financing, incorrect pricing, and poor customer service, which have caused me significant inconvenience and frustration.1.Incorrect Financing and Pricing: The financing terms and final price did not align with what was initially discussed and agreed upon. This discrepancy has led to financial strain and a lack of trust in your dealership.2.Lack of Follow-Up: Despite multiple attempts to seek clarification and resolution, your team failed to follow up as promised. This lack of communication forced me to drive back to the dealership multiple times, wasting my time and resources.3.False Promises: I was repeatedly assured that these issues would be resolved, yet no meaningful action was taken. This misleading approach has resulted in a poor customer experience and a loss of confidence in your business practices.I request an immediate resolution to these issues, including a review of my financing terms and a correction of the pricing discrepancies. Additionally, I expect a formal response detailing the steps your dealership will take to address these concerns and prevent similar situations in the future.

  Customer Answer

  Date: 02/22/2025

  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

  Date:01/31/2025

  Type:Product 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.

  I purchased a 2022 ******* Palisade from White Plains Honda in ** on November 23, 2024. The vehicle exhibited multiple serious defects that impaired its safety, use, and value. The first report of issue occurred on November 30, ************************** ********. As directed, the car was brought to ***************** (************************************************************************) for diagnostic testing on December 2, 2024. The issues persisted despite attempts to address them, and the vehicles condition qualified it as a lemon under New York State Lemon Law. The car was not safe to drive back to ******** (resident state) and arrangements were made to return to ** from ********. Upon return to ** on December ****** I was directed by ******* *******, Sales Manager at White Plains Honda, to rent a car from Enterprise Rent-a-Car in ********, ** from Thursday 12/5/2024 until Tuesday 12/10/2024 until White Plains Honda had a loaner car available for me to use. The quote and receipt were requested by ******* to submit for reimbursement by White Plains Honda and on 12/10/2024 the receipt totaling $452.33 was submitted via email for reimbursement. Since that time, multiple attempts were made to follow up on the status of the reimbursement with ******* and General Manager ***** ******. Each time, I was told the check was being processed or "should be ready." I am requesting full reimbursement in the amount of $452.33 for the out-of-pocket rental car cost incurred as a result of White Plains Honda's unavailability of a loaner car while repair attempts on a car purchased from them was at the dealership repair center.

  Customer Answer

  Date: 02/05/2025

  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. The refund has been processed.
  
  Sincerely,
  
  ******** *******
  
  
  
   
  
  

• Initial Complaint

  Date:01/14/2025

  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.

  White Plains Honda ************************************************************************* Plains NY ***** Service Advisor ****** ******* ****************** Dates of services 9/24/24-10/30/24- 12/4/24 9/24/24 Car was taken in to Honda for warning light on dash board. As per Honda diagnostic misalignment of multipurpose camera not aimed.The charge was ****** for repair.The car is not used much as it is a second car in the house.Two weeks later the same warning light. On 10/30/24 car was taken back to Honda. Honda Perform vehicle multi point inspection and car was returned the next day and the light on the dash board was removed.12/4/24 same warning light car was taken back to Honda. As per Honda now they were saying a box on the front window needs to be replace at the cost of @******** Which i Declined due to financial reasons.On 1/9/25 I spoke to *** ****** ******** I explained i was concern cause i still had the same problem since i first took the car in and our car would not pass inspection. ****** said she was going to speak to manager to see if i could return the car for service again. Gave her a few days and didn't hear anything back from her.1/14/25 I called Honda and asked to speak to *** ******** Phone was not answered. Called again and left message for ******. As of today no resolution from them.Feel like they aligned the camera the first time and that wasn't the problem. I was charged ******. As you can see the problem was not handle correctly because I still have the same problem.m.I would like for Honda to fix my problem at not charge,I thank you for your prompt attention to this ************* *********** ***** ******************************************* ***********

  Business Response

  Date: 01/23/2025

  To Whom It May Concern:

  As the clien is aware windshield on this vehicle is not an original Honda windshield, he had it replaced and the brackets for the multipurpose camera are detaching from the windshield causing the intermittent errors regardless the calibration. We had advised the client to have the windshield replaced and install an EOM one to resolve this matter.

  Thank you 

  ****** ******** 

  Customer Answer

  Date: 01/24/2025

  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:

  [Your Answer Here]

   That windshield is the original from purchase date.  Does that mean that Honda didnt sell us a car with an original windshield .  So there response makes no sense.  My problem is that they fixed something that nothing was wrong with. At this time I prefer they just return my ****** back 

   

  ****** *****

   

   

   

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

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

• Initial Complaint

  Date:12/19/2024

  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 made a deal on a certified used honda, the price was approved by manager ******, and the sale associate *****, sold us the car, we signed for it. I made the deal at one price, left a deposit and had an hard credit inquiry run on my social. 24 hours later I returned to the dealership, to leave the remainder of the deposit only to be told the car price was a mistake and that the car was actually $5000.00 more than what we signed for. Add to that the sales associate *****, was arguing with the manage, as we were the there one day previously and worked with a different sales person, and our "deal" would now be split between the 2. I spoke with the manager, who told me "people make mistakes, you dont have to purchase the car" Now I have no car, and hard inquiry on my husbands credit which could absolutely impact our ability to purchase a new car, elsewhere. I have no recourse, for that alone, and we were clearly baited and switched. This is just bad business, and I cannot imagine that there is no recourse for the fact we had a inquiry ran- and now are awaiting refund to our credit card.

  Business Response

  Date: 12/27/2024

  To Whom It May Concern:

  We apologize for the misunderstanding. It was an honest mistake on our part as we had 2 same exact vehicles for sale. The refund for the deposit was processed. Attached please find the proof.

  Thank you

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

  White Plains Honda

   

   

• Initial Complaint

  Date:07/24/2024

  Type:Product 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.

  I visited WP Honda on 6/7/24 for a battery replacement based on my mechanic's recommendation. I chose them due to advertised affordability, long warranties, & a "Battery Special" coupon. However, the experience was far from satisfactory.Despite requesting a simple battery replacement, I was pressured into a $248 diagnostic test to potentially use my old battery's (from 3/2020) 100-mo warranty. Service advisor *********************** provided poor communication with delayed responses.Despite Hondas claim that the battery was not faulty, I experienced no further electrical problems after the battery was replaced at my request. However, I never received the diagnostic report to confirm whether the battery was faulty. This lack of transparency and communication left me feeling deceived into accepting unnecessary services.I contacted ************************* requesting a partial refund due to the service issues and missed coupon. My request reflected the difference between the expected cost with the coupon and the final bill. However, the offer was only a $100 credit for future services, which I have no intention of using due to the negative experience.I have made several attempts to resolve this issue with the service center, including emails dated 6/14, 21, 7/1, & 5 2024, but have not received a satisfactory response. I am seeking a partial refund of $100, reflecting the diagnostic test that I never received and missed coupon.Documentation, email chain including appointment confirmation, service receipt, proof of prior battery purchase, is attached. The advertised "Battery Special" coupon I booked with was not applied. Additionally, I received unwanted sales pressure to trade in my car.The lack of transparency, communication, and pressure tactics at White Plains Honda ************** raises serious concerns about their service practices.

  Customer Answer

  Date: 07/26/2024

  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.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/28/2024

  Type:Order 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 paid this dealership several thousand dollars, in cash and in full, for an extended auto warranty. This transaction took place in late January 2024. I am now trying to use the warranty for the first time and the warranty company is advising me that, while the repair would ordinarily be covered by the policy, they will not approve it until an underwriting error is resolved. After some investigation, it has become apparent that the dealership never paid fully (or at all) for the warranty. I have tried calling the dealership finance office multiple times. They will not return my calls. I also sent a text message to the sales manager to no avail. I would like either a complete refund of the warranty and/or both a reimbursement for the repair cost (approximately $1000) and proof of full payment for the warranty.

  Business Response

  Date: 07/29/2024

   To Whom It May ********************* be informed that we have found a resolution and are getting the warranty activated.

  The dealership is absorbing the costs associated with the repairs and there will be no additional expense to the customer.

  Going forward we are moving to a different warranty company moving forward to prevent this from happening to other customers in the future. 
  
  
  Thank you. 

  .*****************************

  White Plains Honda

• Initial Complaint

  Date:06/18/2024

  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.

  ******* got delivered with a paint blemish on the ** of my fender Spoke with the sales ************* and he just trying to play the we sold you the car with plastics on it nothing could of happened Repair paint blemish not by a AUTO tech but by a body tech preferred J&B body in ***************

  Business Response

  Date: 07/02/2024

  To whom it may concern,

  I have been in contact with the client and we are going to take care of the vehicle.

  Although it is not possible to tell when or where the damage occured the client is a loyal Honda customer and we will assume the responsibility for the repairs.

   

  Very Truly Yours, 

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

  Customer Answer

  Date: 07/02/2024

  Better Business Bureau:
  
  I ******************************* , would like to thank ******************* on being an amazing dealership leader ! All it took was for him to be notified about this accident and he has taken care of it , my car is scheduled to be serviced for the paint chip on 7/8/24 , uploaded was proof of the damage on the paint with a time and date stamp along with a location stamp just on the same road as the dealer ! Thank you again ******************* for making things right 

   

  
  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

  Date:05/16/2024

  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.

  I took my car to the Honda service department because of a metal part that I heard break when i was parallel parking one night and I paid to have it diagnosed which they claimed would fix the problem, since they couldnt visually see anything wrong they claimed it needed to be aligned and balanced because after the part broke i felt a slight vibration at highway speeds and having a problem with keeping the car in its lane and i knew it was something bigger then that but they said if it didnt fix it i would bring i back i called them a hour after taking the car and explained i still had the same problem so they told me make a appointment first thing in the morning when your free and well have a mechanic go on the road with you and i made the 7:30 appointment on my only day off from work, was made to wait 2.5 hours before the mechanic that was supposed to look at it came and afterwards he drove it he told me it had something wrong but he didnt know what, the lank keep assist was kicking in at the wrong time, handling was unstable over bumps, the cars anti collision system wasnt working either seeing that the car wouldnt stop despite how close he go to the car in front of him After going back they claimed they would recalibrate the system but they never fixed the actual problem and the day after i ended up having trouble controlling the car and ended up rear ended another car, my car got minor damage and the other car just had a scratch but i paid to have a specific problem fixed and just because nothing visually was wrong they claimed it was fine and after asking them to have a deeper analysis they claimed that i would then have to leave the car for a 2nd opinion and i need my car to go to work and if i would of been told from the start that id have to leave it i would of gotten a rental in time but im told after recalibration that the car was fine and nothing could be done about the vibration i felt since nothing was noticeably broken and the next day accident.

  Business Response

  Date: 07/23/2024

  Re: Response to Complaint by *********************** regarding 2023 Honda HRV

  
  Dear Better Business Bureau Representative,

  
  We are writing in response to the complaint filed by *************************** regarding the noise and vehicle safety systems concerns with his 2023 Honda HRV. We appreciate the opportunity to provide clarification on this matter.
  ************** brought his vehicle to our service center after experiencing an accident and having it repaired outside our facility prior to May 2024. He expressed concerns about a noise and the vehicle's safety systems not operating properly. During his initial visit, we conducted a thorough inspection but were unable to duplicate the concerns he reported. However, we did find that the vehicle's alignment was out of specification and the tires needed rotation. ************** approved these recommendations, and we performed the necessary adjustments.
  Subsequently, ************** returned with the same concerns. Once again, we conducted a comprehensive inspection but were unable to duplicate the issues he described. ************** then took his vehicle to Honda of Valley Stream on May 16, 2024, where their team also could not duplicate his concerns.
  Despite our best efforts and those of another Honda dealership, we have been unable to identify or duplicate the problems ************** has reported. We understand his frustration, but as certified service professionals, we cannot repair an issue that we cannot verify or replicate.
  We have explained to ************** that without being able to observe or replicate the noise or malfunctioning safety systems, it is challenging to diagnose and address the problem effectively. We also informed him that both our service center and Honda of Valley Stream have confirmed that there is no identifiable problem with his vehicle.
  We remain committed to providing quality service and support to our customers. We are open to further communication with ************** to assist him with any additional concerns he might have. Please feel free to contact us if additional information or clarification is needed.
  

  *************************;

  Service Manager

  White Plains Honda