Complaints

This profile includes complaints for John Hinderer Honda's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  John Hinderer Honda

  1515 Hebron Rd Heath, OH 43056-1037

  
• 

  John Hinderer Honda

  1555 Hebron Rd Heath, OH 43056

  

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:03/18/2025

  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.

  We bought a $15000 car from the front of the lot and only had it one week before it we had to have it was towed to the ** dealer. We still do not have it back. It is up to $6600 worth of engine issues and its our fault because we didnt get the extended warranty. We drove it less than 80 miles. There is no way they didnt know this car had issues before they sold it. We thought with a supposed good dealer that we wouldnt have to take the car to a mechanic to get it checked for leaking oil and inoperable issues.

  Customer Answer

  Date: 03/24/2025

  ***** ******** <*****************************>
  Wed, Mar 19, 4:47 PM (5 days ago)
  to **********************************************************************************************
  
  Hello Trezon,
  
  Thank you for sending confirmation. We just got a call from the ** dealer working on the repairs that another $2800 has been added to the amount I sent you earlier. This has been a nightmare.
  
  Thank you for investigating this.
  
  I hope you have a good day.
  
  Sincerely,
  
  ***** ********
  ************

  

  Business Response

  Date: 03/24/2025

  Thank you so much for sharing your concerns regarding the performance of the 2015 VW.  We are truly sorry that the vehicle requires a repair.  Thank you for sending over the estimate that was provided by the service shop.  Based on their findings it appears they are asking you to replace the fuel injectors in several cylinders as well as an ignition coil to correct the *** light and "running rough" engine performance issue.  I understand that a repair like this is costly and unexpected.  Prior to your ownership period, John Hinderer Honda reconditioned the vehicle to meet safety standards including about $2000.00 worth of work performed.  As part of our safety inspection, the vehicle was driven to make sure that it performs as designed. John Hinderer Honda provides all of our reconditioning information on our website relating to the specific details of the work performed.  We also provide every client with a free Carfax available on our website to review prior to purchase which may include details related to previous maintenance and ownership details.. Prior to your decision to purchase you test drove the car, and it performed fine just as it did when our technician evaluated the car.  Based on the age of the car and the mileage it was sold AS/IS and the manufacture warranty was expired nearly 6 years ago.  I understand that you were offered coverage to mitigate mechanical breakdowns but declined to add the additional cost and coverage.  We want to partner with you on making your ownership experience the best it can be.  *** would be happy to complete all the repairs suggested here on the included workorder with a 35% Goodwill adjustment to help offset some of the cost.  Please let us know if we can schedule the ** into our facility for you and thank you.

  Customer Answer

  Date: 03/24/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23083911
  
  I am rejecting this response because: 

  ***** ** has had to do extensive work to figure out what YOUR shop did and exactly what was wrong with the vehicle. I asked *** ********* at Hinderer to call them at the beginning of this ordeal, but he refused to do so because, I talked to OUR shop manager and so I didnt need to call **. At this point, I cant ask ***** VW to just undo all of the work they have had to do to fix the car. If *** would have called ***** ******* at ** when I asked him to, which *** originally said he would before they began repairs, this might have been an option, but we are way past that point. 

  We feel you need to reimburse VW for the extensive work they have had to do. **** Hinderer has proven they cannot work on a VW, and are to blame for this horrible sales and service experience we have had. 

  I would also like add that the finance manager that did our paperwork told us that purchasing the extended warranty did not make sense for this vehicle. He told us due to the millage, condition of the car and the cost of the warranty, this wasnt a wise  financial choice.

  Your proposed solution will not work. You need to contact ***** ******* at ***** ** and make arraignments to pay the bill for their service done to the car. They have been very flexible with us, and even provided us with a vehicle to drive (free of charge) because they understand just how bad of an experience and financial hardship this has been for us. 

  
  Regards,
  
  ***** ********

  

  Business Response

  Date: 03/25/2025

  *****,

  Thank you so much for your time we wish to work towards a resolution.  If you have already authorized repair work at another shop, unfortunately we will not be able assist with the cost that you authorized.  If you would like us to complete any of the work that is needed or outlined on the estimate our offer here stands.  Thank you for your time and we wish you the best. 

  Customer Answer

  Date: 03/27/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23083911
  
  I am rejecting this response because: 
  

  We had no choice but to have the ** dealership do the repairs as we did not have a car and your dealership told us they would do nothing. Your dealerships work was also faulty because there were actual screws missing from the cam cover and leaking oil. How would we even trust your dealership to fix this when such bad work was already done to it. We also just now found out that the cars cylinder head is bad putting the damages up to almost $10,000. We paid $15,000 for the car and the mileage is under ******* miles. We only had possession of the car for a week. There is no way this  car should have been on the front lot. We thought this was a reputable dealer so there was no reason to think at the time that we should need a mechanic look at it. This car has been a nightmare and there is no way your dealership didnt know something was completely wrong with it. We were also made aware that a code was cleared on Feb. 9, 2025. Which would have caused the car to seem fine during a test drive and allow it to seem ok until we had possession of it. After reading some of the reviews on your website, I can see this is a scam you have been pulling for some time. This is horrible service and your dealership should be held accountable for taking advantage of decent people. 

  Regards,
  
  ***** ********

• Initial Complaint

  Date:01/31/2025

  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.

  Worst experience I have ever had not only with a car dealership but with ANY business. Made promises that I have in writing that they did not follow through on. This is due to a mistake on their end. Even spoke with the manager before making the second trip there, which is 2 hours round trip. Only to get there for the second time and be told they could not hold up in the agreement the manager himself had made. This is after I asked him 3 times the prior day to check the financials because something didnt add up. He assured me it was accurate. However, after losing half a day of work I was again met with poor service as I was told they had made an error and the calculations were not accurate on their end.

  

  Business Response

  Date: 02/03/2025

  *******,

  Good afternoon and thank you so much for sharing your experience with us.  I completely understand how you can be disappointed.  We certainly want nothing more than to make every client completely satisfied in every opportunity we are afforded.  However, our business is made up of flesh blood humans and unfortunately, at times we can fall short.  In speaking with our team, the difference in your payment was due to a difference in your payoff. 100% we should have verified all the payoff information with your lender prior to providing you that payment expectation. We would be more than happy to take another look at it for you if you have any interest in the Pilot, in effort to get you the vehicle you wanted, closer to your original payment expectation.   Please let us know how we can help you and thank you for your feedback.

   

  Customer Answer

  Date: 02/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22885486
  
  I am rejecting this response because: While I completely understand the employees are humans and make mistakes. The mistakes made were made by multiple people. I originally spoke with an associate who gave the payment price first and confirmed accuracy throughout my questions. However, I later spoke with a sales manager who confirmed the payment price several times, even after I stated something didnt seem right. Telling him I was not putting anything down besides the trade in that was discussed. At that point or any point you think he would have taken another look at the financials. Then take into account this was my second trip there and a took off time from work to purchase the car that was promised a a specific price. Last when the sales manager came to tell us there had been a major error on his part he didnt suggest any alternatives just pointed to a paper on the desk and said so this is what you are looking at. Which went from what was originally $385 for 72 months to $472 for 84 months. That is an $11,928 difference than what was promised. How is that considered an acceptable way to conduct business or treat anyone let alone a possible customer?
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 02/04/2025

  There is also the issue of when I spoke to the manager on 1/30/25. Which I had a witness sitting with me. I was told by the manager they had dropped the price of the vehicle to approximately $31,000 to get it in the price range previously discussed. So if the price was truly reduced to that amount as he stated and I was offered $11,500 for trade in with my payoff being $6,740 that would bring the cost of the vehicle to $26,240 after the $4,760 was deducted from the cost due to the credit from my trade in. I have a 815 credit score so my interest on a loan should be 6.9%. I would like someone to explain how that ends up with a payment of $472 a month for 84 months.  

  

  Business Response

  Date: 02/06/2025

  We would love to help you!  Would you like to purchase the vehicle if it is available still at those terms?  Do you happen to have financing secured for those rates and terms?  It doesn't appear that we have applied to a lender on your behalf?  Please let us know how we can help you.  Best, JH Honda.

  Customer Answer

  Date: 02/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22885486
  
  I am rejecting this response because: I spoke with park ************* who informed me I had a high credit score and my interest would be at 6.9%. The other information came from employees of John Hinderer Honda. Specifically, **** ******* and **** ******. I will be happy to secure my interest rate if **** Hinderer is willing to hold up on the rate of $385 for 75 months that was assured to me by your employees. 
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 02/06/2025

  *******,

  Thank you for your response!  We would most certainly be willing to sell the vehicle as discussed for the $31000 and providing you $11,500 for your vehicle in its current condition.  The payment of course would be based on the amount financed at the APR rates and terms you mentioned.  The dealership only can buy and sell vehicles, therefore we really only can impact the selling price of the vehicle and the purchase price of your old one.  The ultimate payment is just determined by the other factors such as rate and term.  We would be more than happy to work with your lender in anyway to help you get your financing secured.  The vehicle is still available for sale today.  Thank you.

  Customer Answer

  Date: 02/06/2025

  I have spoken with ******************, ******** branch. They again assured me I was in what was considered the premium interest rate category and my rate would not be above 6.9%. I would like to continue with the purchase of the vehicle for the agreed upon rate of $385 per month payment for 75 months with tax and title out the door. I see that it is still available on the website.  Please let me know so we can resolve this matter. Thank you. 

  Customer Answer

  Date: 02/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22885486
  
  I am rejecting this response because: Again I would love to purchase this vehicle but I want it for the agreed upon terms discussed $385 a month for 75 months tax title out the door. That is what I was told by more than one of your employees. You are now stating it is all depending on the lender. I feel as if a mistake was made on your end and your employees gave terms they could not make happen and now you are trying to restate things to remove their error. I am willing to discuss a very slight increase in the monthly payment but nothing more. Please reach out to me by text when **** Hinderer can hold true to their word. Thank you.
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 02/06/2025

  I am willing to give you $1500 cash on top of my trade in if you agree to work your end to guarantee a $400 monthly payment for 75 months with tax title out the door, with the previously discussed warranties in place I will consider this resolved. If that is not doable there is not a resolution to this situation. Feel free to text me if this is an acceptable compromise. 

  Customer Answer

  Date: 02/10/2025

  What is John Hinderer Honda willing to do on your end in an effort rectify that error that you admit was on you end and occurred not once but twice with not one but two employee's. **** Hinderer is a family owned business that states professionalism, integrity, and trust are important to them. Up to this point those claims are not the experience I have had with **** Hinderer. I would like to come to a compromise to resolve this issue. Please text me directly to update me on what **** Hinderer is willing to do. As you stated in a previous message **** Hinderer can not control financing but can control the sale price of the vehicle and the offered trade in value. 

  

  Business Response

  Date: 02/10/2025

  *******,

  Thank you for your patience.  I have submitted to you our best and final offer for you on the vehicle you viewed here with us.  As you can see in the offer listed above, we have provided you with a total of $2,871 in total Goodwill (discount and trade over allowance) for you towards the purchase of this vehicle. We hope that this makes up for the several of hours of drive and time.  We understand and regret misusing your time, it was due to human error and we apologize it has happened.  If you choose to move forward with the purchase we will be more than happy to bring the vehicle directly to you after it is cleaned and fueled in preparation of sale.  This attached offer includes the financing terms that you have suggested you have received from *******************  We have not applied for the loan on your behalf, however we do partner with them as a direct lender, and will be more than willing to assist in effort to save you yet another trip by allowing us to complete your financing paperwork along with the title and sale documents together.  We can complete all the paperwork conveniently at the place of your choosing.  Thank you again for the ***** and we appreciate your time.  Please let us know if you choose to move forward with your decision to purchase.  All the best! 

  Customer Answer

  Date: 02/10/2025

  So if you deduct $2,271. from the current price of the vehicle I believe it is $30,983. The trade in of $12,000 with the payoff of my vehicle which is right around $6,740 should give a total of $5260 towards the vehicle. Will you take a check for a down payment? Also, will they check with other lenders to see if there is any possibility of a lower interest rate besides what Park National told me? I would like to possibly come by tonight. 

• Initial Complaint

  Date:01/07/2025

  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.

  Left $500 cash deposit on a new car that I wound up not purchasing. I was told the cash would stay with the offer. When I went back to dealership (having to take off work) to get money back, was told the cash had been deposited and they would need to mail a check. Was told it would only be a couple days, it has been a week. If I would have been told my deposit would be deposited, I would not have left the cash. I feel like this was intentional and shady to get me back in the dealership. Will not do business with them ever again and will definitely not recommend them in the future.

  

  Business Response

  Date: 01/08/2025

  Thank you so much for your feedback and expressing your concern with regards to your deposit.  Unfortunately, all deposits done with cash or check are returned via check.  Any credit card deposit is returned to the original credit card.  Your check was processed and mailed on January 3, 2025.  It was mailed to the address listed here in your correspondence.  Please let us know if you don't see it shortly.  Thank you for the opportunity, all the best in the new year!

• Initial Complaint

  Date:09/18/2024

  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.

  Purchase of 2014 ****** 370Z Touring VIN: ***************** Purchase Date 7/17/2024 Amount Paid: $24,366.40

  Dispute: They make a standard Advertising that states, "all pre-owned vehicles go through a 165 point service inspection to ensure the vehicle is ready for it's new owner! That inspection includes the vehicle history report, analysis for outstanding recalls, a full road test drive, tire and brake inspection, as well as checking the transmission, engine components, and electrical components!"

  Vehicle delivered 7/23/2024. Upon driving we noticed that the transmission was slipping between the 3/4 and 5/6 gear and making a grinding noise. I sent an email to the owner (**** Hinderer), our salesperson (**** ******) and **** ******* (Manager) on 8/2/24. NO response from anyone as of this date.

  We took the 370Z to A & A Automotive & Transmission Repair for inspection. There was grinding at 3-4 and 5-6 shifts and had rattling noise when shifting between gears. Had to replace the transmission assembly with a new unit.

  IF the services were performed as stated Hinderer knew there was a problem with the transmission and did not inform us. If they did do a test drive they would have also known about the problem. I did sign "as is" agreement but they were misleading about the vehicle condition. This cost was $5,953.29.

  We trusted this company and took their word about what was performed.

  We did not do a test drive since the vehicle was in another state.

  We did not purchase the additional warranty offered even though they mentioned numerous times (maybe because they knew of the problem).

  *************************** Would this be considered a deceptive and unfair act or practice in connection with the advertisement, consumer transaction or sale of a motor vehicle? Unethical? Are they responsible? 

  Customer Answer

  Date: 09/19/2024

  The inspection on what they say they complete for all used vehicles is 370ZInspection.jpg.    

  

  Business Response

  Date: 09/19/2024

  Good afternoon and thank you so much for sharing your concern with us regarding the 2014 ****** 370Z.  We are so sorry that you have had a mechanical concern with the vehicle that you have had to address during your ownership period.  The vehicle you purchased was actually pre-inspected prior to our purchase, in addition to the inspection *** performed on the vehicle when it was here in our reconditioning process (attached).  The transmission performed as designed when it was here with us.  Was this vehicle driven home after purchase to your residence or was it transported by another party?  If transported, do you happen to have a bill of lading regarding the vehicle's condition?  As you have included here with your notes, the vehicle was sold on an AS/IS where is agreement, based on the age of the vehicle.  It appears there is no other coverage that was purchased from a warranty provider to mitigate a mechanical issue with the vehicle such as a *************** Contract correct?  We will not be willing to pay for a repair outside of the As/Is contract as it would trigger the "implied warranty" clause here in ****.  Thank you for expressing your concern and we are so sorry that you have had the issue.       

  Customer Answer

  Date: 09/27/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22304206
  
  I am rejecting this response because:  The dealership states "The vehicle you purchased was actually pre-inspected prior to our purchase, in addition to the inspection *** performed on the vehicle when it was here in our reconditioning process (attached).  The transmission performed as designed when it was here with us."  WRONG.   The attached document, provided by the dealership, does not reflect that the 182 point service inspection that they state they conduct with used vehicles.  The transmission was definitely not performing as designed.  The vehicle was transported, by a car carrier, to my location.  The paperwork I signed was for the exterior examination of the vehicle.  I was advised I would be forwarded a copy, never received.

  Section *******, Chapter 1345 - Ohio Consumer Sales Practice Act:  I am disputing based upon the unfair and deceptive consumer sales act and practices that occurred during the transaction and after the transaction.  During the process I was told there was nothing wrong with the car.  No response to my email to the owner, salesperson and manager.  Under the Ohio BBB there are other consumer complaints regarding their deception and deceptive practices, similar issues to what I am facing.  This can be found under the dealerships two names; The Hinderer ************* and **** Hinderer Chrysler Jeep Dodge Ram.

  In addition, to the Ohio Consumer Sales Practices Act governs virtually all retail vehicle sales and lease transactions.  The law makes it illegal for any car dealership to misrepresent the vehicles mileage, performance, accessories, make, model, year, whether the vehicle is new or used. 

  The bottom line I was told there was nothing wrong with the car, that inspections were done and now their trying to blame me saying I caused the transmission problems.  I am still requesting the $5,953.29 to fix the transmission that I was not informed not working properly.

  Regards,
  

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

  

  Business Response

  Date: 09/30/2024

  Thank you so much for your response and we appreciate your feedback.  Please let us know if there is anything else we may be able to do for you now or in the future.  

• Initial Complaint

  Date:08/13/2024

  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.

  Site and sales guy both advertise lifetime powertrain warranty I have emails asking what all it entails and and what I need to do to fulfill my obligations to maintain the lifetime warranty. We started experiencing problems with our low mile Expedition only to get told that Warranty is only valid if the work is done there on site. We were from ******** and they clearly knew that and never wants to disclose that, we were sold on the idea that the lifetime powertrain warranty would remain valid as long as it was through a certified dealership. Communications and every time I would call, they would just forward me onto the Third-party warranty company they use which explained to me I have no warranty.

  

  Business Response

  Date: 08/20/2024

  *****,  thank you for sharing your concern with us regarding your vehicle.  The lifetime warranty that is offered free of charge does require that the manufacture maintenance is performed at one of our facilities.  The warranty coverage is spelled out in your purchase documents and is administered by a third party company.  The policy that was provided to you was at zero cost and I am sorry that the geographic difference prohibits you from taking advantage.  At the time of your purchase in 2021, our records indicate that you were offered a *************** Contract that would cover future vehicle needs, mechanical breakdowns however you declined the option.  Please let us know how we may help going forward.  All the best JH CDJR

• Initial Complaint

  Date:08/08/2024

  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.

  **** ********* reach out to purchase a motorcycle I had for sale on facebook marketplace. I drove the bike to the dealership and completed the attached paperwork for the dealership to purchase my motorcycle. The dealership has yet to complete payment for my motorcycle per our purchase agreement. The original transaction took place 11 days ago and the dealership has had the motorcycle in their possession since then

  

  Business Response

  Date: 08/09/2024

  Thank you so much for your concern regarding your payoff. 

  Due to the fact that your bike is in payment default, we have struggled to get an affirmative answer from ******* ******** if they can in fact provide us with the title. 

  We have reached out to your original lien holder so that we can make arrangements to get clear title as soon as the payment is made. 

  If your loan was not in default for last 12 months, we would be able to complete this transaction easily. 

  The balance of the purchase proceeds would be available to you as soon as we have the title. 

  At this point, if you wish to unwind the sale we would be happy to do so.  Unfortunately, due to the financial circumstances of your bike, it has made this transaction much more complicated than a purchase we are accustomed to completing.  Please advise.  
  

  
  

  Customer Answer

  Date: 08/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22115495
  
  I am rejecting this response because: 

  All of the details of your concerns were provided during the original transaction and subsequent paperwork completion. The dealership was made aware at the time of purchase that the bike was in default, this was explained before I even came to the dealership to discuss. Your buyer ***** personally spoke to monarch while I was on site and all of this was clearly communicated. 
  The purchase has been authorized by your business and you all have been in possession of the motorcycle for 2 weeks at this point. 
  I have personally reached out to Monarch and Synchrony myself and they have confirmed the title will be released upon payment. 
  The dealership needs to hold to their written contract and issue payment for product purchased immediately. 
  You all are breaching your written contract by not holding up to your written purchase agreement.

  
  Regards,
  
  J*** ******

  

  Business Response

  Date: 08/13/2024

  Thank you for your response.  I appreciate you sharing all this information with our team at the Powerstore.  Our office team and title clerk, is ultimately responsible for payment and receipt of title.  ******* ********, is a recovery agency.  We are only confirming that once they receive funds they will release the title.  Once we receive that confirmation we can process the payment.  As stated before, if you wish to unwind the purchase, we most certainly can do so.  Please let us know if you would like us to proceed with gaining access to the title and sale or if you would prefer to pick up your bike Sir. 

  Best,

   

• Initial Complaint

  Date:02/14/2024

  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 have 2004 Honda CRV 4 wheel drive. I have a service contract with them since purchase that if I maintain oil change& rotate & balance tires when I need new tires they will replace them at no charge for the lifetime I own that vehicle. . They have always honored this until recently. They refused saying, " it had only been 15,000 miles since my last replacement & they were not going to put new tires on" . I had to have new tires so I went to Walmart & paid $467.00 for new tires to be rotated & balanced. I feel John Hinderer broke our service agreement by refusing to install new tires when I need them & caused me to go elsewhere. I want them to reimburse me the $467.00 & keep my contract agreement going forward so next time I need to replace these Walmart tires they will do so. Picking up from where they refused to last time. My question is "Did they use the same quality tire last time is why they may have worn out so quickly?"

  

  Business Response

  Date: 02/15/2024

  Thank you so much for your feedback regarding your vehicle.  John Hinderer Honda did see your 2004 Honda CR-V on 2/6/2024 with 415,922 miles on the odometer.  We advised you based on the terms of your "tires for life" contract that you are required to rotate the tires according to the schedule as well as maintain proper wheel alignment.  The warranty that provides your coverage denied the tires based on not meeting the terms of the service agreement.  We apologize and understand that you are disappointed.  We hope to continue our long standing relationship with you and continue to offer you the same quality service that you have received over the last 400k plus miles of ownership. The tires that were installed on your vehicle last time were the closest similar tire to what was installed when your CR-V was new.  The original tires that were on your vehicle new are no longer being manufactured based on the age of your vehicle.  Typically, tire wear is associated with the style of driving, the road surfaces travelled frequently, tire pressure, rotations, and alignment.  Please let us know how we can help you with your CR-V going forward.    

  Customer Answer

  Date: 02/20/2024

  I am rejecting the business response because I don't think the matter is resolved. They have put new tires on my car ever since I bought it in 2007. I have a lifetime contract with them.

  I had to go to Walmart after they declined to honor the warranty.

  I want a refund for the tires I purchased at Walmart because this wouldn't have happened if they had honored the lifetime warranty.

  Customer Answer

  Date: 03/18/2024

  3.9.2024

  BBB transcribed from handwritten letter received via US Mail:

  To Whom It May Concern:

  My name is ***** *****. I bought my car from John Hinderer Honda in Heath Ohio in July of 207. They had a special on guarantee for life on tires as long as you owned the car. I didn't have any trouble of them replacing new tires when I needed them before until this last time I took my car up there. Till now I always took my car there for oil change & tires rotated when I needed it change and I had them to rotate my tires at the same time. They should have records of every time I went there to do this. I feel the need to pay for my set that I took my care to WalMart for tires. I never had a problem before with them or new tires so why after all these years I am having this problem. I will never close this contact out for I love my Honda. But I will if they pay for the tiers that I had to replace because they are the ones that broke my contract.

  Thank you,

  ***** *****

  I have the original contracts if you need to see them. 

  

  Business Response

  Date: 04/02/2024

  Thank you so much for brining your concern to us regarding your Tires for Life program.  We did see your 2004 Honda CR-V on 2/6/2024 with 415,922 miles.  At the time we requested your replacement tires.  However, your vehicle alignment was not performed on your previous visit on 4/8/2022 @ 404,107 miles.  At that time your vehicle was out alignment.  This is one of the required conditions that must be met to stay eligible for the program.   We value you your business and we certainly would hope to continue providing you with the same level of trusted service that you have received over the last 20 years and 400K miles.  Keeping your tires inflated to the manufacture recommended values as well as keeping them in proper alignment should provide you with the best wear.  You may also want our technicians to review your suspension components, as they age and are used, they can also cause premature wear.  All the best.

• Initial Complaint

  Date:09/22/2023

  Type:Customer Service 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.

  As stated in the pictures that were provided. We were promised to get our rust fixed on my GMC Yukon after purchasing. As you can see, I did what I was obligated to do by reaching out to our sales guy, along with countless other phone calls to the body shop and other employees of JHH, including our salesman, **** ******. After jumping through so many hoops I then went over his head and was able to be in contact with Tom. Tom informed me they wouldn’t be able to fix the rust because that’s not something JHH body shop does, however we were promised to get the rust fixed and never had the opportunity to do so even through the countless texts, calls, etc and through the binding contract on which I held on my end, but **** and the dealership didn’t on their end. Tom promised me $1200 in place of the fix of the rust, he then told my husband this week it is pending review, even though in my texts he states he would get that said money to go to another dealership. At this point I am requesting something be done at this point to where we can take our business elsewhere to fix the damage that the rust has caused, when this was easily fixable had the contract been abided by, by JHH.

  

  Business Response

  Date: 09/23/2023

  Mrs. ****, thank you so much for taking the time to provide us with feedback regarding the purchase of your 2015 GMC Yukon that occurred on 6/11/2022.  We understand your frustration and want to aid in providing an acceptable remedy.  Included here is a copy of the "We Owe" document that we signed at the date of purchase that stated "Repairing Passenger Side Rust Bubble."  In doing so, John Hinderer Honda set aside $1200.00 in funds to complete the repair at our collision center.  We most can complete this repair at our facility and are equipped to do so.  However, over the last 14 plus months of your ownership, the rust condition has advanced beyond the amount of the original repair cost that was budgeted.  All "We Owes" must be completed within the 30 day period of the purchase date as outlined on the form. However, John Hinderer Honda would be more than happy to offer you $1200.00 as a "goodwill" gesture upon completing our Goodwill acknowledgement. Thank you so much for the opportunity to serve you.  All the best, ******.  

  Customer Answer

  Date: 09/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ******** *****

• Initial Complaint

  Date:07/21/2023

  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.

  Complaint involves John Hinderer Honda Warranty and inability to fix vehicle repairs . Beginning day one of Vehicle lease as well as later vehicle purchase. This has been a long battle with this dealership and ***************** on a vehicle that should have been resolved in 2006. Company did extensive repairs to a vehicle and said repairs were made and vehicle was back to the way it was prior to an auto accident. Insurance or State Farm paid out ****** dollars to repair and vehicle was to be good as new. Company statements were we stand behind all repairs made and were not in our case . lack of oil from a oil change there to electronical issues after unibody welding front end repairs and motor pulled for such repairs. leaking valves and motor replacement . They provided no resolution and have fought us every step till present time and i need assistance from you to correct this . I realize its now 2023 but as I stated, docs for all warrantys can be provided to back up my statements. They would purposely schedule routine maintance on or after it was due and try to act as if it was a favor for them to assist us. We are the customer and we deserve the respect as such and not to beg or plead for them to correct their warranted work done to vehicle. They have no right to state that they will not work with us or that we have no leg to stand on . I feel we have every right . New vehicle ,full coverage insurance and extended warranties should be more than enough.

  

  Business Response

  Date: 07/31/2023

  Thank you so much for reaching out to the BBB and us here at John Hinderer Honda regarding the concerns with your vehicle. 

  Unfortunately, we could not find you in our system.

  I would like to help but I must understand the nature of your concern.  Does your vehicle have a mechanical need at this time or is it a cosmetic concern that relates to a previous accident or repair?  Are you currently driving the same vehicle that mentioned in your statement that you had in 2006?  It would be helpful to better understand what concerns and warranty company that you are working with on your vehicle so we can better assist you? 

  All the best,

  Justin 

  Customer Answer

  Date: 08/16/2023

  2007 Honda ************* change that was done improperly and had no oil in it after driving approximately 6 miles home called dealership and was given a run a round on as to why and told to bring it in which later resukted once again dealership not taking responsibility for repairs in which the state at time of service they stand behind any and all repairs made at that dealership. This was numerous trips later and vehicle repairs were never made right and told ***************** they were done and Vehicle was good as new and no Problems.. I wish that were true statements and 6 mo repair was quite lengthy and notified i need you to tell me i have every computer print out that was given from day one . Do I get your assistance or find a civil lawyer to defend me and my claims?

  Full Price of vehicle reimbursement and out of pocket expenses on this As well as to explanation as to why they were not done according to their delays getting part or being able to schedule for routine maintance as paid for during lease agreement and all repairs were made at that dealership per agreementce

  Customer Answer

  Date: 01/27/2025

  Auto accident State Farm pd for damages per **** hinder repair auto body collision and repairs were not done properly to vehicle and numerous issues after we picked up vehicle . This was prior to extended warranties and Honda *** in ********** tried to assist but repairs caused engine to blow at low mileage this is a 2007 Honda Ridgeline and was a lease . This coverage with ********** should have covered but company gave a total and they said it was fixed our records show otherwise . I have been thru everything to have them acknowledge error on collision they refused and blame game began . During which out of pocket cost and rental and a lot other things have been done . They did all repairs it needs to be resolved immediately . Motors and electronic problems from pick up .

  Customer Answer

  Date: 01/27/2025

  I am needing more assistance to get this resolved

• Initial Complaint

  Date:05/24/2023

  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.

  In June of 2022 I took my 2012 Honda accord to John Hindered Honda because it was on an accident. The front end was smashed up. I didn't hear anything from them for two months. I finally got in touch with them and they told me I had to pay 4500.00 up front before they could order any parts which they didn't say anything about that to begin with. I paid the 4500.00 that day .it is now almost a year later and nothing has been done on my car. They keep saying they can't get a couple of the parts I finally went in to talk to them about it and they promised to try a couple of others things or trade in my car for another one.That had been two weeks ago. They never answer when I call and they never return my call. I don't know what to do its very frustrating. I'm 86years old and I need my car now.I think because of my age they are discriminating against me hoping I will give up or pass away.

  

  Business Response

  Date: 05/31/2023

  Thank you so much for sharing your concern with us.  Here at John Hinderer Collision we most assuredly want to complete the repairs on your vehicle promptly.  We understand how frustrating it can be waiting on parts so that we may complete the damage on your vehicle.  We have included the copy of the estimate for your review here with the BBB that outlines the necessary repairs.  JHH Collision received your vehicle on 6/13/2022 as it was towed into our facility as it was undrivable.  On 7/7/22, we were informed that the accident occurred without any insurance coverage and we let ***** know that we would not be able to order her parts without her downpayment (parts only) of $4500.00 to begin the process.  We do have all the parts here with the exception of the SRS Control unit (electronic part) and replacement airbag.  Both of these pieces are on National Backorder and we have escalated these parts requests to the highest level with Honda and its representatives.  Additionally, we have used the dealership resources to continuously look for a "locatable" part in another dealer's inventory in the off chance it may become available.  JHH Collision has spoken with you or contacted you via phone on the following dates to keep you informed as the parts situation changes on: 8/29, 10/4, 11/1, 11/17,12/8, 12/29, 1/24, 2/1, 2/18, 3/13, 4/6 & 4/25.  Unfortunately, most of these updates have been that the promised date of delivery for the SRS system, sensors or airbag as been further delayed.  We completely understand your frustration with the situation and wish to resolve it by completing your vehicle as soon as your parts are here.  JHH Collision is at the mercy of the manufacture providing these specialized electronic components.  We have discussed the possibility of you replacing your vehicle with another one as we have anticipated a lengthy delay on these components.  If you decide to consider that as a possibility, JHH would consider your vehicle as a Repaired Trade-In without any negative consequences of the delay in the delivery of the necessary parts.  We completely understand if you wish to wait for the components to be delivered, we simply were offering you an alternative solution to just "waiting."  Unfortunately, we have a number of clients that have had to wait lengthy periods of time to get parts electronic in nature.  Please let us know how we can further assist you.

   

  Best, Justin Hinderer

  Customer Answer

  Date: 06/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20102502
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** *******