ComplaintsforGreat Lakes Honda

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to file a formal complaint against Great Lakes Honda regarding the unsatisfactory service I received for my vehicle. On 1/22/24 I brought my vehicle to Great Lakes Honda due to a noise coming from my brakes. After inspecting my vehicle, they informed me that only the back brakes and rotors needed replacing, for which I was charged $989.68. Just two weeks later, I returned to Great Lakes Honda as I was still experiencing the same noise and noticed that my car would shake and jerk when the brakes were pressed. The technicians then informed me that the front brakes also needed to be replaced, and they agreed to do so under warranty since they failed to replace them during the initial inspection. Despite these replacements, the noise from my brakes persisted and that my brakes would pulsate or shake when pressed. Concerned, I furthered assistance and discovered that my pins were frozen in place, my brakes were pulsating, and my caliber was rusted. This indicates that either my brakes were not replaced as claimed or that basic maintenance, such as lubrication, was not performed. When I brought this issue to the attention of Great Lakes Honda, they informed me that there was nothing they could do. They attempted to persuade me to lease a new vehicle and trade in my current one when I expressed my desire for compensation for the money I had already paid for unnecessary services and for the inconvenience and danger caused by their failure. I feel extremely frustrated and disappointed by the lack of accountability shown by Great Lakes Honda. Their negligence has not only cost me additional expenses but has also put my life at risk due to improperly serviced brakes. Moreover, this situation has caused significant inconvenience in both my personal and work life. I seek compensation for the money I have spent on unnecessary services, the expenses incurred due to the improper servicing of my brakes, and the inconvenience caused.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2017 Honda Crv Ex-L used from this location back on 9-1-2022 two days after I after I purchased the vehicle my engine light came on and I immediately that Monday contacted the dealer and the service department transferred me over to the manager's desk where I left a voicemail I didn't get a call back so for that entire week I called back every other day and literally got transferred to the managers voicemail and got no call back. Since I live 3 hours away wasn't able to make it to the dealer so I contacted extended service warranty company they told me they would fix it. But they didn't since they said the fuel injectors were dirty but they state since I purchased 5he car and the engine light came on within a 2 day period the dealer should have taken care of the problem. Now we are in June and I can't drive 2000 Miles without needing a oil change and I tried to get the injectors fixed but I was told by more than one dealer and authorized mechanical shop that the parts are not available due to Honda having a dispute with the manufacturer that makes the injectors. At this point its all over the internet and ******* not just with the crv but with the civics, pilots, crvs that these vehicles have injectors issues and now we can't fix our vehicles without parts being available anymore which means if my engine stalls that's a Honda issue. Which will bring on lawsuits and world wide customers standing together all I want is for the dealer or extended service warranty to help fix my car at a discounted rate or I will sue this was a issue before my purchase and bad customer service or get me into another vehicle.

  Business response

  06/30/2023

  I can confirm a vehicle was sold to the customer on September 1st, 2022 with approximately 103K miles (deemed higher mileage).  Generally speaking most if not all vehicles over 100K miles sold at dealerships across Ohio are "AS-IS".  The documents presented and signed by both the customer and dealership acknowledged the 5-page carfax, the service repair order ($1400), AS-IS sale, and a buyers guide.  While I'm not aware of any disputes with Honda and the manufacturer who makes the fuel injector kit, it is known these have been on backorder for awhile now.  I'm not sure where the customer took the vehicle to gathering the fuel injectors were dirty, but that would never be detected or known when the car is serviced unless the check engine light was on prior.  We have the original service RO on file with no issues noted on the fuel injectors.  

  The facts aside we may have the ability to source the part sooner than the customer can which we will have more information after the weekend.  Our plan is to work with Honda Motor company to aid in correcting this problem and minimize the costs to the customer.  

  Sincerely, 

  General Manager

  Customer response

  07/03/2023

   I am rejecting this response because:
  
  I know for a fact that just as the other dealers do to my vehicle every time they service the car they turn the engine light off and every couple days it comes back on. I know this very factual because it's being don't every time i go to the Honda dealer to get the car serviced. As I stated before this is a known issue over the ** all over the internet and social media it's ridiculous. I was forced a week a go to already pay the $1,400 so it's no need to even go back and forth with this dealership regarding this dispute when I first got the vehicle I was calling over and over again. 

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June of 2020 I had Great Lakes Honda install a front windshield on my 2020 civic. I just found out in May of 2022 that my windshield was broken due to poor installation I have been told this by multiple glass companies and have proof. The window brake is in a location that you cannot see unless you're on top of it and this is why i didnt report it sooner. I even had to point this out to all the glass people because it's in the tinted part of the glass factory tint that is and hard to find. Honda is saying it is due to impact damage however they have not had a glass Professional look at my car personally. I have been contacting Honda and the Home Office for almost 2 months now and they all are saying they're not going to fix the issue. The way I have been Treated I don't trust them to install another window I want a full refund So I can go somewhere else. I will attach both estimates from other companies and the receipt from Honda to have refunded. I'm only going to trust the professionals that have actually looked and investigated my car not a company who won't even look at it personally and try to make a claim on it.

  Business response

  07/01/2022

  The customer brought his vehicle into the dealership and we took several photos of the glass.  Mind you the glass was replaced almost 2 years ago.  These photos were sent to American Honda Manufacturing and an independent auto glass company who were not the original installers.  American Honda has been known to assist in part or full when deemed the case warrants participation.  This instance runs consistent with both parties agreeing there was no installation error but occurred due to blunt force trauma or impact.  The owner of the auto glass company stated, "there is no way that damage occurred during installation as it spiders out from the center where there was obvious impact".  Given these facts there is no refund to be made and no liability on the part of the dealership, American Honda, or the glass installer.

  Sincerely,

  General Manager

  Customer response

  07/06/2022

  The problem is they did not visually inspect my car and everyone else says it's damage from the inside which is impossible to be impact when the dashboard rests against the window. Like I said other professionals have looked and said the same thing. Honda has not had a window specialist look at my car. The window damage is below the hood line so no rock or nothing can reach it.  I am rejecting this response because:
  

   

  [[BBB TRANSCRIPTION VIA TELEPHONE CALL WITH CONSUMER 7/6/2022]]

  He wanted the BBB to send additional information to the business with his statement - If the complaint can not be resolved with his $1,500.00 refund. He will be forced to pursue legal actions. The consumer also stated that he has proof from several other glass businesses agreeing with him.

  
  

  Business response

  07/06/2022

  Please note Great Lakes did not install the glass, nor did we break the glass.  If any of these 2 things happened we would in good faith assist in some form.  When the customer took delivery of the vehicle they knowingly took full responsibility for any and all replacements that could occur to the windshield.  The customer purchased the vehicle in early 2020.  Shortly thereafter he had the windshield replaced because it cracked (June of 2020) filing a claim with his insurance company.  We were given authorization to order the glass.  C Auto Glass installed a new windshield on 6/26/20.  Most if not all glass installers will have a 1 year warranty on their workmanship, it is not an unlimited one.  We were first made aware of a glass issue around May of 2022 almost 2 years after the install.  Great Lakes wrote a repair order nothing more, nothing less.  I'd advise the customer to file a claim with their insurance like they did the first time and/or contact the installers to see if they are willing to participate.      

  Customer response

  07/07/2022

  I was not told there was gonna be a 3rd party installing the glass and my receipt does not have the 3rd party's name on it Honda's name on it so they are fully responsible. So if Honda wants to go after the installer that's on them they are responsible to me I paid honda. The window was more than likely broken over a year ago But i just found this year because it was pointed out to me by a Glass company fixing a chip in my window. We were in a pandemic and I was laid off so I paid no mind to my windshield. The fact of the matter is the installation caused my window to break I went to the installer's website and lots of other people had the same issue. If Honda still refusing to pay I will now escalate this to the next step.  I am rejecting this response because:
  
  
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son helped *** find a car on April 2nd , i went in signed the paperwork , an account was opened for me with GM financial . I recently found out that the dealership allowed my son to sign a promissory note for a **** dollar **** payment . I had absolutely no knowledge of , however , they are now reaching out to me to pay . Upon talking to GM Financial the contract shows the down payment has already been paid and is satisfied . Yet the dealership has threatened to take back my car . I have already made my first car payment . We have revived a number of calls , including calls at work . I am lost as to how i can use my credit , create an account , yet not be made aware is this arrangement. My son tried to do this to be helpful, but as i told him .. he and the dealership were wrong because when it involves my credit i should have been made aware .The salesperson , nor the finance team disclosed this information to me . Im addition GM financial said it goes against their terms with them for them to have not even disclosed this to GM Financial. They didnt even indicate to them that this was a differed down payment . They made it appear contractually that everything was already paid . At this point the lender is telling me to not relinquish my car to Great Lakes Honda . They have encouraged me to file a claim with the BBB and the attorney generals office which i have done .

  Business response

  05/31/2022

  There's so much to say but I will keep this short.  In all instances we do our absolute best to accommodate the customers and this case was no different.  We were promised a down payment of $4750 as part of the transaction.  Showing both understanding and flexibility we took two promissory notes for the down payment to be received by end of April...this was never received.  During the month of June only $100 was receipted.  At this juncture we needed the car returned or full payment of the remaining balance.  Given none of these things happened we worked with the lending institution and recovery company to have closure in this matter.  We will certainly do everything we can to work with customers within reason...unfortunately our best efforts to aid and the customers desire to pay the amount due over a long course of time (outside the time of reason) required the actionable steps of this past week.  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hi,I purchased a 2014 ******* Sonata from the dealership. The engine broke down twice within 30 days of the purchase The dealership refused to take the vehicle back. I am on the hook for a 18k purchase I have to pay on for a car that died within the first 30 days.

  Business response

  03/14/2022

  We have been in communication with the customer.  When we were made aware of the issues the vehicle was already titled and funded.  That being said we will always work with our sold customers to ensure complete satisfaction. One of the advantages in working with Great Lakes is representing several manufacturers.  The ******************************************************** *********** to be diagnosed.  It was found the vehicle has a TSB ****************** Bulletin) where an active extended warranty is being provided by the manufacturer.  This encompasses measuring, adjusting, clearing the bearings and software updates.  In the event there are reoccurring issues ******* Manufacturer will cover fixes with said bulletin.  We have agreed to reimburse the customer for a tow bill. The customer is protected and has safe guards not only from ******* but coupled with an extended service plan.   

  Customer response

  03/15/2022

   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.

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 1st, 2022: went to Great Lakes Honda in Akron to purchase my leased vehicle. Was sent to warranties person, ******. He quickly went through options and I agreed to the smaller option on the end of his list. Papers shoved at me to sign regarding information. Never told it was a loan application. Sent home and looked at documents. Original price of vehicle was *********. Ended up at 17,605..43. Taxe base $16,459.42. My month payment escalated from $121.00 to $171.00 for **** years. didn't know which. Sent home with one document, which I trusted was valid. At home, looked at it. Warranties I had not approved were on it. I wasn't told it was a bank application. Called next day, no response. Called 2nd day, no response. Texted and got a response to come in next day at 10:30. Was told it was an approved bank application and could not be changed. Another manager came it and said they would pay $3,593.00 for warranties, but tax base was still $1,6459.42. I would still pay the $171.00 monthly, but they said it was fewer years. I am retired on a fixed income and 78. I received no new paperwork for different loan application because they said it wasn't possible. They also said the there was not a usual time component to change one's mind.

  Business response

  03/14/2022

  We have since spoken to the customer regarding her concerns.  However, I must address specifics that were highlighted in this complaint.  1. He quickly went through options and papers shoved at me....Over the last decade we have recorded all transactions for customer satisfaction, quality assurance and training purposes.  There is a sign posted in the finance office and this is communicated to the customer as evidenced in the recording around the 30 second ****.  Our average transaction in the finance office is 30 to 40 minutes...the time spent here was approximately 55 minutes.  When purchasing a vehicle there are several documents that need signed and a more appropriate word to use was 'passed' not shoved as the video would show.  2. Loan application....a credit application was filled out and loan documents to Fifth Third Bank...I'm not sure where the was a misunderstanding.  3. Monthly payment $121 to $171 for 7 - 10 years....the actual payment was 221 for **** years (75 mos) with no adds.  However, the complaint read "I agreed to the smaller option".  In that option was a vehicle service contract covering the vehicle up to 100K miles or 10 years.  In all our agreements we have the customer sign a disclosure agreement which clearly shows what is being declined and accepted.  The loan was funded with the bank so no changes could be made to the bank (law) contract.  In the event there are cancellations a customer has up to 60 days to cancel ancillaries for a full refund with no cancellation fees.  If paid for by cash the refund will be in cash.  If included on a loan the refund will be sent to the lienholder and the amount will lower the principal owed.  

  The customer is fully aware of these things now since our conversation and acknowledged this all to be a misunderstanding.  Should anything else be needed please don't hesitate to contact me.

  Sincerely, 

  General Manager

*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. ↩