ComplaintsforGanley Honda

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought the car in Dec. of last year. They were asked to figure out why my battery was being drained, get the engine light to turn off on the readout, give me a new tire and rotate the tires. My fiend, **** ******* paid for the work, as I did not have the money. It cost $1,700. Since it has been driven and with the warmer weather, the battery light had been coming on again, and with more freguency. I was not able to even go through a drive thru and wait in line, with air turned off and radio as well, w/o the battery light and other warning lights, lighting up the board. I was waiting at a stop Light and the battery light came on. Three times I have gotten the car jumped because the battery had died, only to get to my destination and it would die again. I had to wait at Dog Groomers for four hours until I was able to get the car jumped and drive back home, where it died again and where it sits now. Ganley came one at their expense to jump car, take it to their shop, only to tell me the battery and alternator are fine. I already knew that, there is a reason that the battery is dying, and Honda Ganley fixed all kinds of things, charged my friend $1,700 but did not fix the initial problem the car was brought in. As for the engine light they were able to get turned off, that toii oh, as been coming back on now and again as well. When they offered to jump my car and bring it in this last time, to check the battery, that was it. We both know it’s not the battery. Frustrated and broke. Selling the car

  Business response

  06/07/2022

  This customer's concerns are under review.

  Thanks

  Business response

  07/11/2022

  7/11/2022

  In response to BBB ID ********…

  The vehicle was brought into Ganley Honda 12/8/21. At the time of write up the customer had the following seven concerns.

  1.       Check engine light was on and will not pass echeck. The vehicle was diagnosed at a fee of $149.95 at which time the technician determined that the car had a P0420 code and that the catalytic converter would need to be replaced. The estimate to repair was $1750 and those repairs were declined at the time.

  2.       Customer requested a battery test-the battery failed the load test and was replaced with a new Honda 100-month battery. An estimate of $179.95 was discussed and agreed to at the time.

  3.       Lube, oil and filter change performed. An estimate of $34.75 was discussed and agreed upon.

  4.       Customer requested that the lights be checked. The passenger rear brake light bulb was replaced at a cost of $21.94 and the repair was completed.

  5.       A multi-point inspection was completed

  6.       The customer asked if the front bumper could be repaired as it was not attached properly due to a collision. Customer was referred to our body shop and no further repairs were done.

  7.       The was a passenger airbag inflator recall performed at no charge.

  At the time of this repair date an estimate for repairs was $727.40 and agreed at the time and paid in full. The additional repair to fix the check engine light was declined.

  The next repair of record was done on 5/23/22. At this time the car was towed in because the battery was dying. Additionally, the customer indicated that the battery light comes on at times when at idle or a drive through. The technician inspected the vehicle and found that the battery that was installed 12/8/21 was low causing the car to not start. The technician then charged the battery and checked the charging system and found no faults with charging and no draws to the system. When inspecting the technician did note that there was a fairly new alternator on the vehicle that was not installed by Ganley Honda. The customer was advised that we charged the battery and checked the system, and that everything tested OK. The customer indicated that the alternator was replaced at a different repair facility and that they have found no fault with the system. At this time Ganley Honda paid for the customer tow as a one time goodwill.

  In conclusion, If there continues to be a battery issue, the car should be brought back for further inspection when it is in a malfunctioned state. The check engine light was not repaired as the work was declined. And the total bill was $727,40, not $1700 as indicated in the complaint.

   (The above summary was written by Ed S**** our Parts and Service Director)

  
  

  Ron H******* General Manager Ganley Honda 440-777-9400 office

• Initial Complaint

  03/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We leased a 2021 Honda Passport Touring model from Ganley Honda. We are older and dealt strictly by email during the pandemic. We negotiated a payment of $550 that the salesman assured us in writing included maintenance coverage including tire rotation. When we brought the car in for service at 10K miles it cost us $175, including for tire rotation, to get our car back. In addition, they told us that the diagnostic code that Honda displays when the car needs service doesn’t really require all the services to maintain the car to warranty, which our lease requires.

  Business response

  03/22/2022

  DearBBB
  
  
  After reading the complaint from Mr. **** ******** we regret any misunderstanding that may have occurred with the maintenance agreement that was purchased by ******* ********. 
  After a careful review of our documents it appears that ******* ******** purchased a basic service plan that covered scheduled oil changes only. She paid $471 for the TEN  oil changes package including tax and waste handling fee.
  Our current price for TEN oil changes is $599.90 plus tax, plus a waste handling fee. 
  Ganley Honda admits no wrongdoing and only  in the interest of goodwill and to buy the peace we shall facilitate the cancellation of the service agreement ($277.25 as of 3/22/2022) and refund $193.75 which equals $471 that was paid by ******* ********. 
  Please note that the consumer has already received two oil changes yet the full amount paid shall be refunded. 
  
  
  Respectfully,
  Ron H*******
  General manger
  Ganley Honda
  
  
  

  Customer response

  03/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Ganley Honda has made basically the same offer to us through an Ohio Automobile Dealership program. Here is our reply to that:

  
  

  We negotiated the lease of the 2020 Honda Passport Touring model strictly through email (with a few text messages) with the salesperson (and only him) as part of the dealership's hands-off COVID offer. The only face-to-face contact was when documents were signed at a 12-foot distance. The salesperson was present and confirmed that the documents reflected what was negotiated.

  
  

  We had previously leased an Acura RDX from ***** *****. We enjoyed having all the maintenance, which we know we paid extra for, included with the payment.

  
  

  We specifically picked the Honda Passport Touring because it is practically the same basic vehicle Honda produced as the Acura RDX with the safety features we liked, right down to the same diagnostics indicators.

  
  

  We explained all this to the salesperson and told him this was the exact approach we wanted with the new lease. He understood this completely.

  
  

  This is clear cut to anyone who reviews the emails between us and the salesperson. We have copies of everything. The negotiations started with a payment of $585 and eventually was agreed for at $550. All in writing. 

  
  

  We fail to understand the dealership's obstinance at this point. The dealership simply has to review the emails to see this is clear. There is no discussion of purchasing x number of oil changes, etc., etc. The documents that were signed makes no mention of oil changes at such and such a price, etc. etc. The dealership's price for whatever package it is claiming is meaningless to what was negotiated. A kind interpretation is that the dealership was trying to make a quick profit by substituting a less expensive package than was negotiated. However, we are not interested at this time in whether this is a practice of this particular dealership.

  
  

  We intend to maintain the vehicle at the Honda diagnostic indications, as Honda Motors and the owner's manual says is necessary to properly maintain the vehicle. Because the Passport only has half the miles on it now as we intended, and because of the current auto market situation which is expected to continue for some time, the vehicle is going to have a much higher value than its turn-in price. We intend to maintain it so as to be able to realize that value.

  
  

  Our attorney says we obviously don't want to spend more money seeking a solution than the solution itself is worth. We had intended to seek an amended lease which reflects the necessary level of service as we negotiated. That is our intent, and now appears to involve a lawsuit, but to avoid additional expense all around we now offer a resolution of accepting a letter from the dealership saying it will maintain the vehicle at no additional charge as indicated by the Honda diagnostics.

  
  

  As we don't expect to have diagnostics-related maintenance for some time, and our attorney is now busy with litigation, we don't see any rush. As the dealership is aware of its position, we would take any eventual additional out-of-pocket expenses as a continued pattern.

  
  

  Thank you,  **** ********

  
  
  
  
  
   

*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. ↩