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:03/06/2025

  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.

  I purchased a car CPO from Paragon Honda in July 2024 and during my purchase I met with an individual in the finance office and signed up for a Honda Care package including both mechanical coverage and ********** coverage. I received all plan details for the mechanical coverage but for the ********** I received only a receipt/signature page. I contacted the finance *** by email requesting the missing details for my ********** coverage and he told me the receipt is all I would need to file a claim. In Feb 2025 I found myself with a flat tire while en route to a medical appointment in another county and took my car to the Honda dealership in that town. They said there is no record of a Honda Care account connected to my VIN. I showed them the receipt provided to me by the finance *** and they said they cannot do anything with that receipt as it does not show the policy number and does not indicate how they will file a claim using my ********** coverage. I have since reached out to the dealership several times by phone and email, spending dozens of hours, literally, being bounced around their phone tree without anyone resolving this issue. They simply place me on hold and I remain on hold for 4+ hours until I have to go to work and hang up. It is unacceptable. At this point it appears they have sold me a fraudulent "Honda Care" package, and refuse to respond to any correspondence to resolve the issue. I reached out to Honda Corporate and was assigned a case manager who does not answer the phone or emails except to threaten to close the case if I do not call back within 5 days (though does not answer when I do call back and leave a voicemail with my availability for a return call). I simply want to receive the details, in full, of the policy I was sold. I need to be provided with all necessary paperwork so that any future claims at any Honda dealership do not result in them saying I do not have a policy. It is unacceptable to sell a policy without proof.

  Business Response

  Date: 03/13/2025

  To Whom It May Concern,

  
  Finance Manager Wilton has provided the client with a copy of the tire and wheel coverage and also shared his personal number so she can reach out for assistance with the claim if needed.

  I have attempted to contact the client on Tuesday, Thursday, and today to ensure her concerns were addressed and to answer any additional questions. However, my calls have gone straight to voicemail, and she has not responded to my emails or texts.

  If she requires any further assistance, she is welcome to contact me.

   

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

  Customer Answer

  Date: 03/20/2025

  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:

  The business has outright lied in their response. I have received no outreach from ****** and informed them of such. I have therefore still not received any proof of coverage or other documentation regarding my tire & rim policy. I emailed the dealership stating as much yesterday. 

  This is incredibly shady on their part and I think consumers should be very hesitant to engage with this dealership. I have attached the email as documentation, in which I clearly stated one day prior to their response that I had not received any correspondence from Wilton or anyone else at the dealership, yet they then reported that the matter was resolved. 

  I also clearly informed Honda that I would be traveling out of country from 3/8-3/22 inclusive without access to any WiFi or cellular data from 3/10-3/20. Thus, any attempts to call me during that window were made knowing I would have no means of receiving those calls or accessing emails until I returned to Wi-Fi on 3/20.

   

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

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

  Business Response

  Date: 04/09/2025

   Thank you for bringing this to our attention and for providing the additional details. Were truly sorry for the frustration and confusion experienced regarding the tire and rim policy documentation and apologize for any miscommunication in our previous response. We take these issues very seriously and regret that our outreach efforts did not align. We are happy to report that we have reached full resolution with ********* *****. She has received all necessary documents, had all of questions addressed and as a courtesy for the inconvenience caused by, provided her with two years free oil change. 

  Customer Answer

  Date: 04/15/2025

  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:12/11/2024

  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 purchased a new car from paragon Honda on 10/10/24, on 11/25 I noticed something was wrong with the car. Have not been accommodated, had to pay for ***** at my own cost to and from the airport as Paragon Honda has failed to provide proper services to a returning customer for over a decade. Every car I have received from this dealership has failed, they are still asking for me to pay my monthly premium with no car for over 2 weeks. ******** ***** ********** has failed to provide accurate information and has failed to provide my car back. I want full refund on any expenses I have had to come out of pocket for, and want a new car as Paragon Honda ***** ********* ********** has also failed selling me this car HONDA Pilot 2025 EXL. **** from paragon contacted me yesterday stating a call would be returned and never did **********.

  Business Response

  Date: 12/24/2024

  December 24,2024
  
  To whom it may concern:
  
  Upon receiving your email, we appreciate the opportunity to address the concerns raised by *** **** ****** At Paragon Honda, we are committed to providing transparent communication and outstanding service to all our customers, and we sincerely regret any inconvenience *** ***** may have experienced.
  *** ***** purchased his vehicle on October 10th and brought it into our service department on November 25th due to several warning lights appearing on his dashboard. Our team promptly diagnosed the issue as a wiring harness malfunction that required replacement.Unfortunately, the necessary part was on backorder, a situation beyond our immediate control, but it was ordered promptly and arrived just over a week later.
  After completing the initial repair and conducting a thorough test drive, the warning lights reappeared,necessitating further work. Our service team addressed the issue, and the repair was fully completed within two weeks, with the vehicle delivered to ******** on December 13th. All repairs were covered under warranty, resulting in no cost to *** ******************** the process, our team,including ****** ******** and the assigned service advisor, maintained regular communication with *** ****** providing updates on the progress of the repairs.We also made every effort to accommodate *** ***** during this time:
  Loaner Vehicle: We offered a loaner vehicle shortly after *** ***** brought his car in, but he declined as he was leaving on a trip. Upon his return, we followed up to offer a loaner vehicle again, but we did not receive a response.
  Transportation Assistance: Understanding the inconvenience, we offered to cover the cost of an **** ride to the airport. However, *** ***** declined this assistance as well.
  Compensation: To acknowledge the inconvenience *** ***** experienced, we agreed to refund him one month's payment of $517.
  While we understand *** **************** with experiencing an issue with a new vehicle, our records indicate that we acted swiftly and in good faith to address his concerns, resolve the issue under the warranty, and offer additional support where possible. We stand by the quality of service provided and are pleased that the vehicle has been fully repaired and returned to *** ****** We followed up with *** ***** on Tuesday, December 24, 2024, an ensure he is fully satisfied with the way we handled the situation, and he appreciated the monthly payment reimbursement.
  
  Sincerely,
  ***** ********
  Variable Operations Director

• Initial Complaint

  Date:12/10/2024

  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.

  The date of this transaction or bait and switch happened on December 7th, 2024. The amount of money I will be owing this business on a car loan is $ ********* for a car that they had listed at $21,750.00. This business committed to provide me with a reasonable loan that was supposed to be within my budget, which was $30,000. The nature of the dispute is that they had me sign my car over to them before they told me that my loan would be for $*********. I arrived at this dealership at 12 noon and did not leave until 8PM. I became their last customer. I was tired, confused and frustrated at this point. The vehicle that I was approved for is 2021 Honda Civic. All during the negotiations I was told I would get a good deal and the loan would stay within my budget but they kept having me sign forms that would relinquish my car over to them. They had me change my auto insurance from my car to the Honda Civic and still refusing to tell me what type of loan I would be approved for. My car is a ******* Elantra 2018. Now I am expected to pay $770.74 a month for the next six years. This is a bait and switch and should be investigated. I will be contacting other agencies to inform them of the business practices of Paragon Honda. They are scam artists and should and should have their license to do business in the state of ******** revoked. I am in mental turmoil trying to figure out how I can pay this monthly bill. This company sent me a letter offering me a great deal on a trade in and I put my trust in them. They should be shamed. They should start calling themselves Bait and Switch Woodside, **. The annual percentage rate is *****%, the finance charge is $20,716.30, the amount financed is $34, ******, the total price is $********* for a car that they listed at $21,750.00. If this is not predatory lending, then I do not know what is. I will be in touch with consumer affairs and the attorney general as well. This sort of unethical business dealing should be stopped.

  Business Response

  Date: 12/23/2024

  To whom it may concern:
  
  Upon receiving your email, we sincerely appreciate the opportunity to address the concerns raised by *** ******* ******. At Paragon Honda, we are dedicated to transparency and customer satisfaction, striving to deliver an exceptional experience for every individual.
  *** ****** visited our dealership to purchase a vehicle he had seen advertised online. The 2021 Honda Civic (VIN: *****************) he selected was sold to him at the advertised price. Throughout the transaction,*** ****** was fully informed about the pricing details, the trade-in value of his 2018 ******* Elantra, the negative equity associated with the trade, and how these factors affected the final terms of his loan.
  Due to *** ******* credit profile, the initial financing terms included an interest rate of approximately 17%, resulting in a monthly payment of $770 for a 72-month term. Two days after the purchase, *** ****** contacted us to express concerns about his payment amount and inquired about returning the vehicle and reclaiming his trade-in.
  To address his concerns, I spoke with *** ****** to explain the factors influencing his payment. Additionally, I took proactive steps to explore alternative financing options on his behalf. After working with our lending partner, we were able to secure a Certified Pre-Owned special rate,significantly improving the terms of his loan. This reduced his monthly payment, shortened his loan term, and ultimately saved him both time and money over the life of the loan.
  On December 21, *** ****** returned to the dealership to re-sign his financing documents under the revised terms. Later that evening, I followed up with him to ensure his satisfaction. *** ****** expressed immense gratitude and enthusiasm for the improved terms and was very pleased with the outcome.
  At Paragon Honda, we remain committed to ensuring every customer feels confident in their purchase and experiences the highest level of care. We appreciate *** ******* feedback and are glad we were able to resolve his concerns in a way that exceeded his expectations.
  Should you have any further questions or require additional information, please do not hesitate to contact me directly.
  Sincerely,
  ***** ******** ******** ********** ********
  Paragon Honda

  Customer Answer

  Date: 12/30/2024

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

• Initial Complaint

  Date:12/08/2024

  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 had my car serviced by Paragon Honda in November, and it was returned to me. Weeks later, I have been receiving harassing text messages and phone calls from people claiming they're from Paragon Honda. They only call or text at night, demanding that I give them payment information via phone or through a suspicious link. I called the service number during the day *************) to pay any balance owed on my account and I was told that I do not owe a balance. This evening the texts switched to phone calls where someone claiming to be from Paragon Honda was yelling at me on the phone that I need to give them payment information. It was frankly scary and concerning that this is taking place - either someone is pretending to be working there and attempting to scam me, or an actual employee from Paragon Honda is treating customers in a harassing manor.

  Business Response

  Date: 12/24/2024

  December 24, 2024
  
  To whom it may concern:
  
  Upon receiving your email, we appreciate the opportunity to address the concerns raised by *** ******* ******* concerns to our ************ Paragon Honda, we are committed to maintaining high standards of professionalism and ensuring our customers feel valued and respected in all interactions.
  After conducting an internal review, we determined that the attached messages were sent by a service advisor attempting to address a $10 balance related to a New York State inspection and oil change performed at our service center, as well as to notify *** ****** of recalls requiring attention on her vehicle.
  We recognize, however, that the tone and timing of the messages may have appeared unprofessional or suspicious. We deeply regret any negative impression this created and have taken immediate steps to address the situation. Our service manager ****** ***** contacted *** ****** promptly after becoming aware of the matter, accepted full accountability, offered a sincere apology, and extended an offer to waive the remaining balance as a goodwill gesture.
  To prevent similar occurrences in the future, we are reinforcing training for our staff to ensure all communications reflect our commitment to professionalism, clarity, and respect for our customers.
  We value *** ******* feedback and appreciate the opportunity to learn and improve from this experience. Should you require further information or have additional questions, please do not hesitate to reach out.
  
  Sincerely,
  ***** ********
  ******** ********** ******** ******* *****

• Initial Complaint

  Date:08/07/2024

  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 sold my 2020 *** 430i xDrive to Paragon Honda on 7/6/24 for $12,500.00. Per contract signed with Paragon, a payoff of $7,654.77 was to be given to *** Financial for the remainder of car loan, and I would receive a check for the remaining $4,845.23. *** received their payoff on 7/19/24. However, I have yet to receive my payment in the mail. I was promised 5-10 business days latest for my check to arrive upon selling the car. My partner and I have both reached out numerous times to our sales associate, *****************************, for updates. Our phone calls are always ignored by ******, and we only occasionally receive vague responses from her via text. I have called Paragon Honda directly multiple times, but I am always redirected to ****** - who doesnt call back. I requested to speak with the back officeas this is who handles the dealerships financials per the front desk associate, but I was denied. ****** states she doesnt know when the check will be written as the back office gives us a few checks per week to mail out. It has been more than 5-10 business days with no date of paycheck in sight. There has been no effort by Paragon Honda or ***************************** to resolve this issue, nor has any staff member been able to appropriately direct my complaint. No updates are ever given regarding this matter unless I relentlessly text ****** for answers. As of 8/7/24, I have not received any date to expect payment.

  Business Response

  Date: 08/15/2024

  To Whom It May Concern,

   

  Our Used Car Director ***************** communicated with the customer via email on 8/7/24, explaining that the delay is due to ************* not yet releasing the title to us. He also provided the customer with a copy of the check sent to ************* and detailed our efforts to expedite the process, including multiple follow-ups with the lender, who confirmed that the title is being processed.

  Unfortunately, we cannot release the equity payment until we receive the title. We recommended that the customer contact the lender to verify the status and encourage a prompt release of the title, as we have done our best to expedite this on our end. We emphasized that without the title, we are unable to sell or proceed with any actions regarding the car.

   

  Kind Regards,
  ***************************
  Customer Success Manager
  *****************************************************************

• Initial Complaint

  Date:06/06/2024

  Type:Product 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 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

  Date: 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

  Date:04/04/2024

  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.

  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

  Date: 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

  Date:03/04/2024

  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 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

  Date: 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

  Date:02/22/2024

  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 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

  Date: 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

  Date:11/21/2023

  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.

  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 Answer

  Date: 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,
  
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