ComplaintsforParagon Motors of Woodside, Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2017 *** X3 from this business on April 21, 2024 and its air conditioning is not working. I reached out to the sales person ***** to get the issue resolved and was told to make an appointment with the servicing department. I took the car to the servicing department on June 5, 2024 and was immediately told that since the car was "off brand" they would not be able to service it without "messing it up," as the technician stated. I went back to the dealership and spoke with the sales manager who gave little information as to how the issue would be resolved or a timeframe for getting the issue fixed. I do not trust this business to fix this issue and would like to take it to a *** dealer who can accurately fix these issues, but the car is still covered under the ***** mile warranty and believe I should not have to pay out of pocket for an issue that the car was sold with. On the day I bought the car, information such as the truth in lending was not disclosed to me as well as missing paperwork that I had to return to the dealership to fill out.

  Business response

  06/22/2024

  To Whom It May ****************** Used Car Director and Sales Manager spoke with the customer, and she agreed to bring the car in for repairs on 6/12/2024, but she did not show up on the agreed date. Since then, the ***************** Manager has been trying to reach her without success. We even sent a certified mail on 6/18/2024. We are still open to repairing the issues with the vehicle, and she can reach out to us whenever she is available. Attached are documents proving that we've sent her a letter with tracking and an email to attempt to get in touch with her.

   

  Kind Regards,
  ***************************
  Customer Success Manager
  ********************** Acura/**********************
  (C) ************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealer lied and said I needed a new transmission and that it was leaking took it too another mechanic and he checked the car they/honda left my oil low and there was no leak just residue from motor oil that spilt on top prior to going to Honda from an oil my mechanic said they just tried to scam me i took pictures my car was fine

  Business response

  04/11/2024

  To Whom It May ****************** March 1, 2024, this customer visited our establishment for the first time with their 2010 Honda Crosstour, which had accumulated ******* miles. They expressed a desire for us to conduct a transmission service, shortly after purchasing the vehicle.
  
  Given the age of the vehicle and the absence of a maintenance history for the transmission, we proceeded with caution. Our records from Honda's system indicated repeated encouragement for transmission servicing by previous owners, which was never approved.
  
  Upon visual inspection, we observed what appeared to be a fluid leak around the rear main seal area. Additionally, a sample of the transmission fluid revealed the presence of metal flakes, substantiated by video evidence. Considering these findings in conjunction with the vehicle's age and lack of transmission servicing history, we suspect potential internal wear and damage within the transmission.
  
  Given the inherent risks associated with replacing fluid in such a compromised state, which could potentially render the transmission inoperable, we believed it necessary to communicate these concerns clearly to the customer. As per our standard procedure in similar situations, we advised the customer of the risks involved and requested their acknowledgment via a signed waiver.
  
  Regrettably, it appears there may have been a lapse in effectively conveying this information to the customer. Despite our efforts to transparently communicate our findings and potential risks, it seems there was a misunderstanding regarding the gravity of the situation.
  
  Our advisor relayed this information to the customer, and in light of the circumstances, we opted to waive all charges. As a certified Honda repair shop renowned for our expertise in Honda technologies, our priority is always to provide honest and informed service.
  
  We want to emphasize that our intent was to provide transparent and accurate information to the customer, rather than deceive them. Following this, we have diligently attempted to contact the customer through both phone calls and emails. Furthermore, we have extended an offer to update our records, conduct a reinspection of the vehicle, and verify any services performed and documented with receipts from the licensed repair shop they brought the car to, all at no cost. Despite our persistent efforts, we have not yet received a response from the customer.

   

  Kind Regards,
  ***************************
  ******** ******* ******* ********************** **************************** *** ************ *** ************ *** **************************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my brand new car to paragon service in woodside ** for a simple windshield replacement. 1 week later I receive a call and was told that my car cannot start and move because there is desil in my gas tank and .that would be a charge of $4800 to get fix. I know this was a red flag and a scam because the gas station where I only use does not sell desil. I was so frustrated ,I when to the service department and I ask to speak to the manager and provide a document stating what the diagnostic was, I got the run around from the entire staff. I took my car and drove home . I been using my car all week to go to work and my car work without any problems .I hope this message help stop these crooks to get away from scaming innocent victim .thank you

  Business response

  03/26/2024

  To Whom It May ******************* customer brought their 2023 HRV with ****** miles to us on February 19th for a windshield replacement. We promptly ordered the glass and arranged for our glass installer to proceed with the replacement.
  
  On February 20th, the replacement glass arrived, and we prepared to transport the car to the facility for the replacement. However, upon attempting to drive the vehicle, our ****** encountered issues with acceleration, accompanied by the illumination of all warning lights. Consequently, we were unable to proceed with the transportation of the vehicle.
  
  Recognizing the urgency, we promptly prioritized the vehicle for a diagnostic examination by ************** to identify the root cause of the issue. After scanning the vehicle for trouble codes, the technician proceeded to extract a sample of the fuel, specifically from the front high-pressure fuel pump. The analysis of the fuel sample revealed contamination.
  
  Upon discussing our findings with the customer, we recommended a step-by-step repair approach to address the problem and offered a discount to alleviate some of the associated expenses. While the customer initially agreed to this approach, they unexpectedly arrived early the following morning to retrieve the vehicle and decided not to proceed with the repairs. We attempted to reach out and explain the situation, but they made a final decision not to move forward with the repairs.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a honda exl 2023 on August 31st 2023 since I bought am having problems honda refuse to refund me my money take back the car or fix the issue every time I go to them is a run around the **** they giving me the car running sluggish and bouncing up and down the ride not smooth the said it's alignment issue they they fix but problems still exist I went to other honda dealer plus my private mechanic he said they all said the driver side left rear wheel baring is no good paragon refusing to replace it I don't know what to do now because my mechanic said if he change it for me all lose my warranty so go back to paragon let them change it but they keep refusing to change it

  Business response

  03/07/2024

  To whom it may concern,
  
  We have had ************** visit us on multiple occasions with concerns that we were unable to verify. His reported issues included the vehicle pulling to the left, a vibration from the front of the vehicle, and hesitation during acceleration. Despite multiple test drives with **************, we were unable to duplicate these concerns or identify any issues with his car. We escalated his concerns to Honda North America and requested a Honda Field Technical Specialist to inspect *** ******* Honda. On January 2, 2024, the vehicle was inspected and test-driven for 16 miles by the Field Technical Specialist, who was also unable to duplicate ****************** reported concerns.
  
  Both Paragon Honda and Honda North America have made extensive efforts to replicate the customer's reported issues. Most recently, on February 5, 2024, ************** accompanied ************** for a test drive to address a new concern of a humming noise at 60 mph and repeated hesitation during acceleration. However, ************** was unable to demonstrate the reported issues as they were not occurring at the time.
  
  We take ****************** concerns seriously and have consistently followed appropriate repair guidelines. For example, on November 30, 2023, when ************** brought his vehicle in with a concern about a leak, we found that the left front axle was leaking, and this repair was performed under Honda's New Car warranty at no cost to *** **************** his BBB complaint, ************** mentioned that another dealership identified a faulty wheel bearing. According to Honda warranty records, Honda of ********* replaced the left rear wheel bearing on January 18, 2024. Since *** ***** is still within the factory warranty period, he has the option to have any Authorized Honda dealership address his issues.
  
  Throughout ****************** visits, we have cooperated by conducting test drives, visual inspections, offering alternative transportation, and involving field technical specialists. We have not refused to repair his car; however, we cannot perform repairs without first replicating the reported concerns. Unfortunately, neither Paragon Honda nor Honda North America has been successful in doing so at this time.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle at paragon Honda 6/2021. I had financed a vehicle. They had sold me extended warranty for this vehicle for the amount of $2934.00. Currently vehicle was paid off and I would like to be refunded for the remainder of this warranty. I have tried calling dealership and they had advised me that being that the vehicle was paid off I would have to go through the extended warranty company directly although I was told differently by other people. I believed what the lady I spoke with from paragon Honda in accounting told me. Today I called the extended warranty company they advised me that paid off or not this would all go through the dealership. Funny, how I have tried to call again and getting the run around from the dealership . I want to cancel this and be refunded and I refuse to be given the run around. I currently cant even go in person because I no longer reside in ** that I can easily drop into NY and follow up. I have attached the proof of the pay off and proof of the extended warranty contract. To whom ever reads this please ensure you send my refund to the address on the payoff letter from Cap one in ************** as I do not reside in ** any longer. Thank you kindly.

  Customer response

  11/21/2023

  
  The finance director from paragon Honda reached out to me after seeing the complaint and has been prompt in getting this completed for me. He has also ensured that this was wrong communication on behalf of the person I had spoken with initially at the dealership and they will have a meeting ensure everyone in accounting is aware of the process. Currently processing the refund. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 27th 2023 Honda Paragon ***** *************. Queens ** ***** On June 27th I gave Paragon Honda a $1000.00 dollar deposit that they required. I was told they would email me the vin number of the car and the equipment list to verify that is what I wanted. I was told I would get in the morning, by the afternoon I received nothing. I called the dealership to speak to the manager and was told he would call back within 10 minutes. He never called me back. I called and I told him I would like a refund of my deposit so I can go purchase the car elsewhere. He originally told me it would take 4 to 6 weeks for delivery because their were no black hybrid accords in **. The manager finally called me back after some time and he assured me I would get the money in 7 to 10 day and it was not a problem. I then went to Huntington Honda and they told me I would have a black sport hybrid accord within 2 days and I could pick it up right after the holiday. I purchased the car and we picked up from Huntington Honda. i filed a complaint with Honda financial and they spoke with Paragon Honda and told me the money would be refunded. I contacted Citibank Credit card where the deposit was placed. They informed me that Paragon was not sending back the deposit. As of this Date August 4, 2023 the $1000.00 has still not been retuned and Paragon has told Citibank that the dealership refuses to refund the deposit. I uploaded the reciept from Paragon

  Business response

  08/09/2023

  To Whom It May ********************* be informed that we have issued a confirmation refund receipt to the customer today. Enclosed within is the receipt indicating that the refund was processed on July 6, 2023.

   

  Best regards,
  *************************** | Customer Success Manager | Paragon Honda

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, this was my firt time buying a car and I purchased pre-owned car from Paragon honda and financed it through ************ The financing was handled by a person working in Paragon Honda -*****************. When he was doing the financing, he pointed the tablet at me and told me to sign in the empty boxes, I didnt get the chance to read the documents before signing, this was my first time and I was naive and made a mistake trusting them. After he finished the documents he put them in an envelope and put them in the glove compartment of the car I was purchasing. I didnt get to take the car until 2 days later as they were not able to do things in the *** over the weekend. Hence I was not able to see the documents right away. The documents were stapled in the middle, litteraly in the middle of the paper which I have never seen before. It was obviously done on purpose to prevent me from opening it and give me hard time to discourage me from opening it. I discovered that he added car warranties I did not need nor agree upon to purchase. He added two warranties that costed $4230 together. When I confronted him about it he says they were needed in order to secure the financing from the bank which is a lie as the documents say in bold capital letters that no warranties or anything else is needed to secure the financing of the car. Im trying to cancel the warranties and get a refund, it's been a month already and paragon honda is not doing anything and this person - ***************** doesnt want to cancel it because he doesnt get paid hourly he gets paid by comission selling this warranties.I called Paragon honda and went in there in person numerous times and while they say they will cancel nothing is being done, I called the warranties and they are still active and I can't cancel it myself as the warranties say they need the dealer to do it.

  Business response

  07/25/2023

  To Whom it may concern:

  Both contracts were cancelled and a copy was sent to the customer. I have attached a copy of the cancellations.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about November 22nd 2022, I referred a customer to ******** who was a sales rep at paragon honda. I am also a previous client of paragon honda and ******** was a good rep. ** after i purchased my pilot, ******** told me if i refer client i will get a referral check. ** all future friends and family that needed a honda, i referred them to paragon honda. My friend, ******************* bought the car through them and paragon honda asked for a photo id of mine so they can send out a check for me. That never happened. I contacted them at least 10 times. They promised to call back each time. They never did until i told them they never call me back to even discuss the situation. *******, who is a sales manager was the one that dealt with me. He told me around april he will investigate the matter and get back to me. Again they completely ignored me. I call back on may 25th again and was direct to *******. He said the very same thing as he did more than a month ago. I will look into it he said. I tried to express my frustration because ive been getting the run around from November until now! I was trying to express my frustration and he kept cutting me off and giving me the run around and said i was cursing at him, which I absolutely did now. He went on a power trip and hung up me. Absolutely the most unprofessional and inconsiderate act, since ive been dealing with this since November 2022. Paragon honda rep that sold my friend his car took my photo id and i have text message to show that. This establishment, which i loved for their professional showed me their true color. After a sale, they don't care about the clients or people referring them business. Besides the receptionist, who was a nice each time and remorseful of the situation, not one person even had the courtesy of calling back, especially to someone that has spent money and referred other client to buy from them. I want what i deserve and to formally complain about *****************************. Absolutely disgusting behavior.

  Business response

  05/30/2023

  To whom it may concern:

   

  A manager dropped the ball and forgot to follow up which is no excuse. We spoke to the customer and she is getting her check.

   

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been waiting for a credit of $ *****. A credit for the processing fee in which i am getting the run around.**** up on. Place on hold no return calls. It is absurd that the dealership hasnt refunded my monies.I placed over 15 calls trying to collect my monies.

  Business response

  04/18/2023

  To Whom It May ********************** followed up with the client 4/17/23 and were able to resolve the issue. She's happy with her overall experience.
  
  

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought My Honda CRV car from Paragon Honda on Feb 27, 2018. On the same day, sales representatives made me trust him to add these five years of warranty solutions (cost $4000 approx) for my car, such as vehicle coverage for $2200, tires and wheel coverage for $800, and in-touch coverage for $1200. Here are my few complaints about Paragon Honda. 1. I went to the Paragon Honda on Feb 2019 to repair or service my car. The workers didnt repair my car (tire and wheel) , but they made a bill for a certain amount (USD 163 approx.) . When I brought the car from Paragon Honda I drove on the road. I found out they didnt fix anything. I went to the Paragon Honda to complain to the manager, and he checked the camera. He found out they are guilty. After that, They returned certain amount of money approx. $97.2. Again on Feb 23, 2023, During the warranty period, I went to Honda Paragon to service my car but the part was not available. They held my car for 15 days and didnt fix the car. They were saying that it would cost $1200 to fix it even though I dropped my car during the warranty car solutions period. They tried to bargain with me or give me some kinds of offer such as I will fix your car for $100 or $200 even though I have the warranty solutions. I am ***&LC driver, so I took the car from there and fixed it in the nearest garage. On the trust of sales representative, I took the $4000 warranty solutions. Every time I visited, I didnt get any service from Paragon Honda. They lied every time when i visit there to repair my vehicle. I attached the supporting documents as evidence below. If you need any additional information please feel free to contact me at any time. THANK YOU.

  Business response

  04/05/2023

  To Whom It May ****************************** spoke to the client. We asked him to bring the car back to resolve the issues he was having with the car. The client stated he went somewhere else and fixed the issue. He stated he will forward the invoice and additional documents he has. Due to the language barrier, he will have his brother reach out to us who was present at the time of service. We are in direct communication with the customer.

  Customer response

  05/03/2023

  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 would like to let you know that I submitted all requested documents to you and paragon Honda Woodside
  I didn't get any updates from you, so please let me know what going on with my Complain??? Better Business Bureau - Complaint ******** 
  Thank you
  Best Regards,    
                                         
           *****************
              

   

   

   

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

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

  Business response

  05/05/2023

  To Whom It May ***************** would like to address the concerns ********** raised regarding the service provided by Paragon Honda. Firstly, we acknowledge that on February 22, 2019, there was a mistake on our part regarding the tire rotation and balance service. However, we immediately investigated the matter and refunded the full total of $127.85 as a goodwill gesture to compensate for the inconvenience caused.
  
  Regarding his recent visit on February 15, 2023, we called in a claim to Warranty Solutions to address the issues with his passenger rear window and automatic door lock feature. After the adjuster's inspection, they approved a door latch repair, but unfortunately denied the claim for the wire harness replacement required for the side window. Despite this, we installed the wire harness at no additional labor cost and agreed to the repair of the door latch at a total cost of $78.79 plus tax, with a deductible of $100. We completed the repairs and waited for him to pick up the car. However, there was some confusion, and he took the car without paying the share of the repair, which amounted to $194.65.
  
  We understand his concern about the estimated repair from ATM Auto & Collision that is dated 2/25/23, which is unclear about the accuracy, parts, and payment status. As a valued customer, we always placed claims for him when he came in with mechanical concerns. We have records of using your Warranty Solution plan to cover $2076.90 worth of repairs and providing tire services that would have cost you over $600.00 when your plan denied coverage. We have always fulfilled our contractual obligations and helped him get his car fixed.
  
  Therefore, as a resolution to this issue, we have decided not to pursue the $194.65 he owe us. We would be happy to help with any future repairs need for the car.
  
  Sincerely,
  Paragon Honda.

*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. ↩