ComplaintsforHonda Marysville

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 10th 2024 my wife and I went to Honda of Marysville to look for a new car. We ended up getting a 2015 Mazda cx-5 for $15,555 with 79,233 miles on it with a $700 deposit. After a couple of days driving the car we realized we didn't like it at all and wanted to return the car or trade it for another car with a similar or higher price but that had more of what we wanted. We were told the dealership doesn't do returns or trade backs, that the loan was already in our name and the best they could do was trade it in 6 months so we settled for what we got. A week or two went by and we still didn't have a clue who our loan company was or when we would get our title and every time we called Honda they were rude and acted like it was nothing we would just have to wait. Week three still no word so we called again, this time they said the loan never went through because the paperwork was blurry and they had been trying to get a hold of us for two weeks, mind you we have emailed, text and talked on the phone and they have our work and home address, yet they couldn't get in touch with us? They did tell us who our loan was going to go through though. Nevertheless We sent our paperwork again and now another week has went by today is may 9th (29 days) and the loan company is now saying Honda sent them too low of a price for the car and has now sent in a new price and until that's approved we still have no loan. Our temp tags are up tomorrow, Honda is saying they will pay us back for new temp tags but we don't trust them at this point. We don't even know if were truly approved for this car loan and we are driving the car. We didn't want the car in the first place and were told since its in our name we couldn't return it and now we can't even get our loan or title for it and its still not in our name.

  Customer response

  05/15/2024

  Yes, my name is ********* *******. This message is for ****** on, um, I filed a complaint against Honda Marysville and I'm trying to give you an update of what's going on. They have took the car back, uh, and accepted us to get out of our contract, but they're holding our down payment hostage. I don't mean, I don't know why we can't get our down payment back. They just keep giving me loops and loops and loops and excuses. So is there any way you can call me back at ###-###-####? Kathleen gave me your number and transferred me to you. Again, my name is ********* *******. All right, thank you. Bye.

  

  Business response

  05/21/2024

  Good morning,

  The refund was issued to Mr. ******* on Thursday, May 16.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my 2021 Honda Accord serviced at Honda Marysville numerous time during the last 3 years for a brake issue that began when the car had only 8K miles. I am experiencing an EXTREMELY loud groaning sound that is clearly abnormal when I reverse. The dealership has been able to replicate the issue numerous times and did at one point replace the break pads under warranty. This however did not fix the issue. I have also been in touch with a case manager from American Honda who was not able to advise of any possible solution. After a visit to Honda Marysville in the Autumn of 2023, I was told that the dealership is declining to fix the issue and that I need to wait on a solution to be presented by the manufacturer. I was also told that the manufacturer was investigating the issue and to expect a recall within 60-days to address what was thought to be faulty brake pads. It is now almost 5 months later and I have not been presented with a solution from the dealership, nor the manufacturer. I contacted the service manager at Honda Marysville a few weeks ago and he did not respond so I contacted him again on March 30th and he replied to indicate there is nothing that can be done and that one again, we are waiting on a solution from the manufacturer. I get the run around every time I try to resolve this issue and absolutely no support from the dealership that sold me this piece of junk car. The service manager connected me with the sales team as I am frustrated and want to get rid of the car. I called the sales representative on March 30th as I feel the dealership is obligated to offer a credit toward a new vehicle and I of course did not hear back from the sales representative. The lack of response is completely unacceptable and the lack of support is frankly shocking.

  

  Business response

  04/10/2024

  Good morning,

  Please accept this as the formal response from Honda Marysville to the complaint filed by **** ****.  Mr. **** is 100% correct.  American Honda does have an issue with the rear brake pads making noise.  This noise, while annoying, does not affect the brake operations or the safety of the brake system.  American Honda requested that the dealership not continue to put new brake pads on the vehicle until they determine a fix.  Yesterday Honda Marysville spoke with both their Honda rep as well as the Honda Field Engineer and both confirmed there is still no fix to correct the noise. Mr. **** is a valued customer of Honda Marysville, and they wish there was more that they could do but unfortunately, they must wait to get the answer to the problem from American Honda. 

  Customer response

  04/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21534001
  
  I am rejecting this response because: Honda Marysville sold me this vehicle brand new in 2021 and this issue presented at only 8,000 miles. Nearly 3 years and 50,000 miles later, Honda Marysville has continued to brush off the issue and give me the run around. They have never attempted to make this situation right. They replaced the brake pads KNOWING this was not the underlying issue. If the service center that's affiliated with the dealership cannot present a fix, the right thing to do would be to work toward an alternate solution, a different vehicle in this case, not continue to treat the customer (myself) like an ignorant fool. I understand that automobiles start to have issues over time. That's not my concern here. THIS WAS A BRAND NEW VEHICLE THAT HAS BEEN FLAWED FROM DAY 1. This is not like getting the incorrect order at a fast food restaurant. This was a $35,000 purchase from this dealership and their response is to point and laugh. Completely unacceptable. The service manager connected me with someone from sales who called once and then did not return my call after. Again, completely unacceptable. I have tried to be patient and reasonable throughout this process and it's gotten me nowhere. I would strongly suggest working with me on a solution. I otherwise will be left with no other choice than to take legal action, which I do have the time, energy, and financial resources for at this point.
   
  **** ****

• Initial Complaint

  08/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I need a copy of the invoice for an oil change I had completed last March, as I have lost the paperwork. I used a chat online on www.hondamarysville.com and requested a copy a month ago. I have called Monday through Saturday and the phone just rings on and on. I tried ###-###-#### a Sales and a Service number from the website today and no one picks up. I have a black 2012 Toyota ForeRunner SR5 that I purchased at Marysville Honda two years ago. Ive had two oil changes completed there since that time. The oil change service took so much time that I was not charged for the same. I need a copy of the invoice to keep my warranty active.

  

  Business response

  08/07/2023

  Good afternoon,

  Attached is the receipt for the recent service visit as requested in the complaint.

  Customer response

  08/08/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  06/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have a 2020 Honda Civic and was driving to work and the car slammed on the brakes all of a sudden with nothing in front of me, I took it in and was told I was out of warranty and it would be $90 to hook it up to see what the issue was. I have an extended warranty and to be honest after hearing that I lost my mind. This is a system Honda installed in my car and is a safety risk and was told I had to pay $90 to see what the issue was. My car has VERY low mileage on it and I was not asking for a new engine..etc. A car should not stop on its own EVER. My car has 21000 miles on it and I don't have to drive very far to work..etc. Honda has been investigated for this issue and I am told I have to pay to even see what the issue is even with an extended warranty. Why am I paying for an extended warranty when I am not covered? I ended up leaving pissed off and Youtubed how to disable the Collision Mitigation Braking System. This is not an owner issue this a manufactuer issue and I should not be responsible for paying for something that is faulty that the company I bought the car from installed in my car. I want this fixed and compensation for the trouble I have had dealing with this. Honda sends mail saying they want me to upgrade and they want my car back but why would anyone want a car that stops suddenly on it's own? This issue is a BIG safety issue and needs to be fixed asap. I honestly don't think I will ever buy from Honda again and it's sad because I loved my cars I got from them. Side note when I went I was a few weeks outside of the normal "three year" warranty and was not given any options aside from paying before they looked at my car

  

  Business response

  07/05/2023

  Good afternoon,

  **** ***** and **** ******** at Honda Marysville have made numerous attempts to contact Mr. ****** via phone but have had no response.  Honda Marysville would like to have Mr. ****** bring the vehicle to the dealership to have Honda diagnose the issue and also help Mr. ****** get this cost covered by Honda.

  Customer response

  07/06/2023

  [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

  03/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a 2018 Honda CRV back in 2020. I recently paid it off in August of 2023. Since I paid it off early I was entitled money back for the program I paid for. I called and spoke to a ****** **** and he told me that I should send over my title and from there he sent me a document to sign. Once I signed the document I didn't hear back from him. I emailed and called, but I didn't hear anything. I went on their website and noticed that ****** **** no longer worked there. I then called several times, but I was always transferred to another person who would then transfer me to a voicemail. I left several voicemails, but no one called me back. I decided to go in person to Marysville in December after not hearing back from anyone. The receptionist told me to follow her and that she would let someone in the back know I needed to speak to them. Once she came out, instead of being able to speak to someone, she told me that my check was already in the mail and that I should receive it at the end of the month or next. That was in December. In two days it will be April. I called back this week and was transferred several times. The receptionist, ******, finally said that a **** ***** would call me, but that she was out to lunch. A few minutes later a man named ******* called me back asking me a few questions. After he found my documents that I did sign documents and saw that I had never moved from my current address he said he would call me back. It is now several days later and I have not heard from him or anyone else.

  

  Business response

  04/06/2023

  Good morning,

  Honda Marysville apologizes for any miscommunication with Ms. ********.  **** ***** at Honda Marysville spoke with Ms. ******** yesterday to explain that Honda Financial removes the amount of the GAP Insurance refund from the loan and reduces the payoff amount of the loan.  Honda Financial debits the dealerships bank account for that amount.  Please see attached.  

  Customer response

  04/20/2023

  Complaint ID # 19877967 - Honda Marysville
  
  ********* ******** <[email protected]>
  Wed, Apr 19, 11:27 PM (14 hours ago)
  to [email protected]
  
  I have heard back from a representative from Honda Marysville. I was informed of that the gap insurance refund that I was first told I was to receive was incorrect and that it was already deducted from my payoff amount. This was all news to me. When I received the title to my car the letter I received said to call your dealership to see if I was owed a refund. I called Honda Marysville where I spoke to a now former employee. That employee let me know that I was owed $500 as a refund and sent me a document to sign. I signed the documents and then heard nothing back for months. I eventually drove up to Honda Marysville, and was told that my check had already been sent and I should receive it in the mail by the end of that month or next. Months after that I tried to reach a person, and not a voicemail, again with a lot of run around. It wasn't until I made a complaint to the BBB that I finally received an answer. I wish I didn't have to go through the waiting and back and forth to finally have an answer. The person I spoke to, **** *****, was apologetic and explained what should have been  initially said to me all those months ago. I'm glad to at least have an answer. 
  

  
  

  

  Business response

  04/20/2023

  Good afternoon,

  I do not believe there is a response needed to the rebuttal.  The consumer states that she has the answer.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  will not refund money after paying for a remote start 425 dollars in October 2022 have bine trying to call just keep getting the run around last person i talked to was mark miller talked to him feb 25 2023 he said they would mail the check feb 27 2023 never received called back Saturday march 4 started calling around 1030 in the morning didn't get to speak to anybody till 2 in the afternoon then they said they would mail the check march 6 and tolled me to call jill at 614 944 6138 if did not get refund no answer no call back and still no refund and not to mention the the truck they soled me a 2013 f250 the salesman **** ******* tolled me they keep the truck a week after parches to fix everything wrong with it nothing was done to the truck almost a 1000 dollars later replaced wheel Barings, Tiy rods, drag links , blower Moter for the heater and brakes and rotors

  

  Business response

  03/20/2023

  Good afternoon,

  Honda Marysville apologizes to Mr. ******** for the continued oversight in getting this check to him.  The check is being sent out to him tonight via FedEx Overnight delivery.  Attached is the FedEx tracking information for your reference.

   

  Customer response

  03/25/2023

  [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

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2016 GMC Acadia Denali with 60k miles on it. It was dealers special and was exactly what we were looking for. We dealt with ****** as our salesman. We test drove the vehicle during the day & decided to purchase. We pulled out of the dealership and went thru the drive thru at Arby's (located right down the street from the dealership) and as I was going through the drive-thru, the interior dash lights started to flicker when I turned the wheel. It was cold that evening so I also noticed that the drivers' side seat warmer wasn't working. I drove it right back to the dealership and let them know what was going on. We ended up having to leave the vehicle up there that night. They had it for a week and called and said it was fixed and ready for pickup. Went up and got it during the day and drove it home, (Mind you, we live over 2 hours away). The next morning, my wife left to take the kids to school and the car was doing the exact same thing. We made another trip back to Marysville to drop off the car. We were assigned a "person of contact" for our service claim. That persons name was *****. They provided us with a rental since they would have our primary vehicle.. Said it wouldn't be done that day but would only be a few days and that *****(sp?) would contact us when ready. After 2 wks w/ no update, tried to call ***** and got through to voicemail. Left a msg & never received a call back. We continued to call ***** and leave voicemails but never heard back. We called again and spoke to ******. He said they had sent the vehicle to the local GMC dealer to put it on the scanner, it had to e re-wired and the car should be back the next day & he would update us. Surprise....No one called. Called 2 days later to get update and they then said they were waiting on the heating element for the seat warmer( which not sure why it wasn't already ordered) and it would be there 1-24-2023. We received a TEXT MESSAGE telling us the vehicle was ready on the 24th @ 5:56pm.

  

  Business response

  01/31/2023

  Good morning,

  Honda Marysville spoke with the customer yesterday to apologize for their lack of communication with the customer.  Honda Marysville is going to clean the car and deliver it to them with a full tank of gas and also a $100.00 gift card.  The consumer stated they are good with this.  

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  7/8/2022 I was verbally quoted $270 for a lock and installation on the tailgate of my 2017 Honda Ridgeline. When the work was completed, the bill came to $366.40. I was told the person in the parts department did not order everything needed, and quote me properly. The service manager called me and left a voice mail he wanted to make things right since I was mis-quoted. I have called the service manager back several times, left my contact information, and have not received a return call. Transaction ID **********, repair order 988788.

  

  Business response

  09/01/2022

  Good morning,

  Honda Marysville has issued a refund check in the amount of $96.40 (see attached) for the difference of the original quote and what Mr. ****** paid.  Honda Marysville apologizes for the inconvenience to Mr. ******.

  Customer response

  09/03/2022

  [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

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a used Vehicle on March 17th 2022 vehicle Vin # *****************. 2017 Lincoln MKZ from Honda of Marysville, 640 Coleman's Crossings Blvd. Marysville, Ohio 43040. (937) 645-4080. purchase price $29,311.57. I paid cash in full. This price includes selling price of $25,556.00, a extended warranty of $1492.00, documentary fee of $249.50, sales tax of $1979.07 and title/filing fees of $35.00. I have not received a title for this vehicle. I have been given so far from the dealership three 45 day tags which the 3rd one expires on 7/26/22. We have tried to contact them many times to get answers as to why. They at the time of issuing the 2nd 45 tag said the title was lost by previous owner and they are working on getting a new one. The second time they responded to a message that was left they said that the vehicle was purchased at a out of state auction and they should have it soon so they issued a 3rd 45 day tag. The title dept at the dealership was contacted today to see if they will have the title by 7/26/22 when the 45 day tag expires and they did talk to my boyfriend saying they do not know. They were then notified that I will be bringing the vehicle back to them and I want a full refund of $29311.57. The lady in the title department said the sales manager will contact me about a date to return the car. He did not contact me today and I am afraid will not, because they have not in the past since purchasing the vehicle. Only when the tags were issued with vague reasons for not having the title. I have looked online and talked to a used salesman I know at a different dealership and he said that only one 45 day tag can be issued for a vehicle. Things just are not right with how they are conducting business on this purchase so I just want all my money back and to return the car. Thank-you for your help.

  

  Business response

  07/14/2022

  Good morning,

  Honda Marysville made contact with Ms. ****** yesterday and have started the process of taking the vehicle back and issuing Ms. ****** a refund.

  Customer response

  07/27/2022

  [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.]
  I have received a full refund from Honda of Marysville. Thank-you for your help.
  
  Better Business Bureau:
  
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  
  *** ******

• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We started the purchase process of our 2019 Honda Odyssey van in March with ****** ****, employee of Honda Marysville. ****** asked me if I wanted an extra protection plan with the purchase and I told him no. I have text messages that will confirm this. He added the protection despite my telling him I didn’t want it. I realized the protection had been added after signing the contract. I contacted ****** to have him correct it and he apologized and said they would take care of it, but that a new title would need to be written. It is now July 5 and my original loan, with Huntington bank has not been paid off. The account is more than two months past due. ******, as well as multiple other Honda Marysville employees have told me that the account will be/has been paid, but Huntington has not received payment. I have went ahead and started payment on the new loan, but My husband’s credit rating has now been affected by the delinquency. Honda Marysville seems to have no sense of urgency on the matter and it continues to drag on with multiple days passing that I receive no response or follow up. I am at a loss on how to handle the situation and am deeply concerned on how it will affect our families financial well being.

  

  Business response

  07/15/2022

  Good morning,

  In response to Ms. *********'s complaint, the original loan with Huntington was paid off last week.  Honda Marysville was informed by Huntington Bank that Ms. ********* should file a complaint with Huntington and they will immediately remove the delinquency from the credit report.  Honda Marysville explained that to Ms. ********* on July 12.  Honda Marysville has attempted to contact Ms. ********* over the past couple of days to get an update on whether she has made contact with Huntington Bank but they have not heard back from Ms. *********.  Huntington Bank has put notes in their system and is expecting Mr. ********* to call them.   

  Customer response

  07/20/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17523275
  
  I am rejecting this response because: I contacted Huntington Bank the day after Honda Marysville informed me that they would handle correcting my credit report. Huntington said that they do not handle this situation and that I would need to contact the credit bureau. I checked in with Honda Marysville on Friday, July 15 and told them this, as documented in my text message screen shot. I need to confirm with the credit bureau that they can indeed make the correction, before I will feel comfortable closing the complaint. However, I am currently on vacation with intermittent cell service, as also stated to Honda. I am working on it on my end as best I can. I will update Honda as soon as I have an update.
  
  Regards,
  
  *** *********

*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. ↩