Complaints

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

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  Roush Honda

  100 W Schrock Rd Westerville, OH 43081-2832

• 

  Roush Honda

  5885 Westerville Rd Westerville, OH 43081-4074

• 

  Roush Honda

  104 W Shrock Rd Westerville, OH 43081

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:03/13/2025

  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.

  See below transcribed from voice to text

  
  My name is ******* **********. My telephone number is ************. My complaint ID number is *********. I had leased a brand new vehicle with flat spots on the tires confirmed by servicemen at the dealership, and it is also an unreported, undocumented flood vehicle with mold inside, making me and my family sick. I would like either a replacement vehicle that is guaranteed to not have flood damage or mold inside to make us sick or flat spots on the tires, or I would like out of my contract, or I would like my vehicle back and the money back that I gave them. I've been going through this for quite some time, and I need a resolution. Thank you so much. Have a wonderful day.

  Business Response

  Date: 03/19/2025

  Dear *******,

  
  We are writing to respond to the concerns you've raised in your BBB complaint. We want to assure you that **** made multiple efforts over the past year to address the issues you've mentioned, but unfortunately, we have not received any clear evidence supporting the claims you have made. We understand that youre frustrated, and we genuinely want to resolve any concerns you may have.

  Heres a summary of the steps weve taken:
  
  In June 2024, you left a negative review stating that the vehicle looked like it had been left in a lake and that you needed new tires due to flat spots. In response, our General Manager, ******* ****, personally asked you to bring the vehicle back for inspection. After thoroughly checking the car, our team found no issues. In fact, we offered to perform another detail to help ease your concerns, even though we saw no irregularities. Our goal was simply to ensure you felt comfortable and confident in your vehicle.
  
  Despite having your vehicle detailed again, you then filed a complaint with the ************************* regarding gas mileage and tire issues. To address this, ******* **** drove with you for 12.8 miles and achieved a fuel efficiency of 36.8 miles per gallon in eco mode and 34.6 miles per gallon in normal mode, which is consistent with the vehicles expected performance. Regarding your concerns about "bugs" in the vehicle, ******* did not experience any discomfort during his time riding in your vehicle.
  
  In February 2025, you left another complaint on ********, tagging us in a comment about being sold a flood vehicle.

  Weve continued to make efforts to resolve your concerns, but we havent received evidence to substantiate the claims youve made. Please note that weve attached additional documents, including your pre-delivery inspection (conducted before you took delivery of the car), detailing records, and odometer readings from your test drive with *******. Based on our inspections and test drives, there doesnt appear to be any issue with your vehicle.
  That said, we are more than happy to explore a trade-in opportunity if you are still unsatisfied with your vehicle.

  Thank you. 

  Customer Answer

  Date: 04/08/2025

  I returned to the dealership the day after the lease was signed to say there was something wrong with it. I was crying, saying there was something wrong with the car. I specifically asked if the car had been submerged, they said not. I spoke to im, a Manager, who assured me they had unbolted the seats of the car. They cleaned the car. I asked them if they had actually cleaned the car. I could tell it had not been cleaned. The ** ******* came out and said he watched them detail the car, I said you are too busy to watch them clean the car.

  I was them told the only option I had was to let the car go, and get nothing in return. I had traded in my car, and made a $4500 down payment. I would not have had a vehicle, nor did I have money for another down payment. 

  In June, I filed a comlaint wth the Ohio Attorney General and Honda. Throught the ***, they said they would clean it again. So, I let them clean it again in July 2024. They did not give me a loaner car. I sat there. The *** ******* ****, again said there were flat spots on the tires which would become even after more miles on them. ******* **** gave me 40 seat covers, sayking: "I think you'll need these".  

  I said there has been popping in the dash, and a transmission issue, and the brakes make scraping noises. 

  The rotors have rust red stains, which is also a sign of a flooded vehicle. 

  I bought the car in ***********, **. It was manufactured in ******. The car was also at a Honda dealership in ******, *****, and at a buy here pay here in ************, **. I tlaked to the dealership in ************, adn they didn't remember it, as they are a buy here pay here dealer. I talked to the dealership in ******, **, and we went through the report together. 

  The car is full of mold, and I have attached pictures of the lab discs. 

  I do not want this car. I have said that from day one. I get headacheds, and vision problems, a rash, burning, stinging. The ** tells me it's bacterial.   

  The Carfax and Autocheck reports do  not make sense to me - but it does appear that they indicate this is a flooded vehicle.  

  I have pictures from day one of sand, mud, and pictures of the outside. 

  The car was supposed to get 460 miles on a full tank, but I am only getting 210. 

  Business Response

  Date: 04/09/2025

  
  We met with ******* on April 8, 2025, to inspect the vehicle again. During the inspection, we found no signs of mold. We documented the condition with photos, and it appears the vehicle primarily needs a thorough detailing and decluttering from the client.We also provided her with a Carfax report showing that the vehicle has never been a Texas dealer vehicle or part of a "buy here, pay here"program. Please see the attached report.
  
  We have made every effort to address her concerns over the past 10 months. The vehicle has been detailed multiple times and inspected by our General Manager and service team.Additionally, ******* previously filed a complaint with the Attorney General, which was reviewed and closed with no findings of fault.
  
  To further demonstrate our commitment to resolving this issue, we had the vehicle appraised. Roush Honda is offering to purchase the vehicle from Mrs. ********** for an appraisal amount of $22,000. The current payoff amount is $23,968.84, leaving a difference of $1,968.84 that would need to be paid by Mrs. ********** to break the lease.
  
  We feel that our team has made every effort to resolve this matter for Mrs. *********** This is our final attempt to resolve this issue.

• Initial Complaint

  Date:07/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 Toyota Corolla LE late Saturday July 13, 2024 evening. I didn't drive the car at all Sunday, being I was off work. Monday I drove to work and after work went across town, on the freeway, and the car was very unsteady, squicking coming from front of the vehicle, swaying, breaks low when stopping, pulling to right, calibers sticking making noise.. While stopped the car is idling very high then low, and hearing noise in the engine.
  
  So I called Tuesday July 15th to see about EXCHANGING, or returning the car without any penalty, and No Repo On my credit report. They said they would have it service on Friday July 18, 2024 so I took it in.. When I picked it up I jumped right on the freeway to see if the issue solved.. It was slightly better with the pulling but pulls to the right now.. Still engine noise and idling high and low, still squicking within the struts, still unsteady, calibers still sticking when breaking with noise.
  
  I called and texted left a message that I just would like to return the car bc I'm unable to exchange it.. I do not want to trade it bc they said I'm looking at a $6000 cost.
  
  By law I thought I had 3 days to exchange the vehicle bc it showed on their web site,(I've attached screen shot of it)...thats false advertisement bc Ray, sales manager said they don't; also I thought that was what the 30 day warranty was for, but he told me I didn't this morning, July 19th.
  
  I asked,when speaking to Ray, sales manager, if I could return the car bc I really have a bad vibe about the car now. He stated they ordered the tail light that is broken on the driver side and will have the car checked out again once it came in and will have a rental for me to use, which is really appreciated., but I really don't feel comfortable keeping the car now.. To add to it I didn't know the car was previously in an accident, which is not good.
  
  I'm just asking to return the car without a repossession on my credit please.

  Business Response

  Date: 07/30/2024

  Hi *******,

  
  Thank you for your feedback. I wanted to clarify that the three-day exchange policy applies only to Honda-certified vehicles.
  We appreciate you taking the time to speak with us and look forward to meeting with you today.

  ******* ****
  General Manager

  Business Response

  Date: 08/01/2024

  
  *** ****** <***.*************************>
  2:56 PM (44 minutes ago)
  to me
  
  Hey ******,
  
  
  I just wanted to let you know that our General Manager met with ******* and was able to resolve her concerns. Please let us know if you need anything additional to close this complaint.
  
  

  *** ******

  Marketing Coordinator

  D: ###-###-####

  O: ###-###-####

  ***.*************************

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

   

  

  
  

  Customer Answer

  Date: 08/07/2024

  Very pleased with resolution from Roush Honda! ******* ****, GM helped me out and honered the return of my vehicle! He's awesome! Thank you so much! 

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’ve came to this dealership three separate times for the same issue that I’ve been having with my car and it is a major issue that can cause a serious accident.
  
  The issue is that the car is having a serious misfiring issue that makes the car stall to the point where it stops picking up speed and doesn’t work.
  
  All three visits have been within the last couple of months, I dont have the exact dates but they can be looked up on their end. My issue is not with my service advisor since she isn’t responsible for the repairs for my vehicle. My issue is with the mechanic or manager in charge of the repair shop because it’s ridiculous that I have gone multiple times for the same exact issue and it can’t be resolved from the exact brand dealership the car is. The first time I went to the shop I was told it was one of the cylinders that was misfiring so they replaced it and I payed the deductible which was fine. Less than a couple days the car is misfiring again and I contact the dealership and they tell me to bring the car in and shortly after they ask me to take time out of my day to test drive the car because the head technician says there’s nothing wrong he’s seeing and that it could possibly be something I’m causing even though I assured him that it wasn’t. I went there and test drive and of course the same issue happened so then they decide it was the spark plugs so they covered that fee and less than month after I get my car back the same issue was happening but this time instead of just misfiring the car started stalling so bad that it was braking in the middle of the highway while driving. I contact the dealership again and take it for a THIRD time and so the head technician recommended that the head gasket and valve cover get replaced so luckily my warranty covered the fee but if not it would’ve been 3-5 thousand fee for me. I got my car yesterday and right after I left and got onto the highway the same issue was happening so I contacted the dealership thru phone and the person who answered the phone told me a manager would reach out to me but no one has and it’s getting ridiculous. I’d like my car sent to the factory or somewhere else.

  Customer Answer

  Date: 04/30/2024

  
  ***** ****** <*************************>
  Fri, Apr 26, 11:22 AM (4 days ago)
  to disputeresolution
  
  I was just emailing to let BBB know that Honda has responded and has called me to solve the issue.
  
  Sent from my iPhone

• Initial Complaint

  Date:01/31/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my battery replaced from Roush Honda on 15th December. The battery started giving trouble again and I had to call AAA to jumpstart my vehicle twice. I called Roush Honda and I was given appointment for 5th Jnauary 2024. AAA said that my battery is showing only 12% and I need to take it back to Roush Honda.I did not drive my car for the fear of it being dead on the road while driving. I went to the service center with a complaint about a new battery on 01/05/2024. I was told that there are no issues with the battery .I came back to my college and again started having problems. The battery would go dead every single day. I ended up not using my car and taking the bus every day to her workplace which added 1 hour 30 minutes to my commute every day. Finally I was able to get an appointment with a Honda dealer in Pittsburgh and they told her that the battery was not installed properly. This caused issues that we faced. PLease see the attached document from them mentioning their diagnosis. Had the service center done their job correctly the first time or even second time, we would not have faced this issue. I was told that acid was leaking from the battery due to poor installation and my car could have caught fire.
  
  I contacted dealrship (***** Comedy- Service Advisor listed on invoice
  ) twice but they did not give any response to my complaints.

  Business Response

  Date: 02/06/2024

  Thank you for taking the time to speak with our Service Director, ***** ******. Your feedback is important to us, and we appreciate you bringing this matter to our attention. We are pleased to hear that we were able to work together to find a resolution that meets your satisfaction.

  Customer Answer

  Date: 02/07/2024

  [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:07/25/2023

  Type:Customer Service 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 brought my car in with a noise.
  
  Driver shaft was recalled. Recall parts strangely were not in. I told them I’d be out for a week. The service was not completed until the evening of my return.
  
  I was told I needed a new A/C compressor, and warranty adjuster needed to come in. I received no updates throughout the week. Eventually, someone texted to confirm that they did not come in. I called my warranty personally- the person had already arrived.
  
  I asked for a rental car to be put on hold three times and was ignored.
  
  After the part was ordered, I used my car and came back to drop off. I handed a paper quoted four times my deductible price. I was told directly “I don’t know anything” and requested to sign anyway, and that my service advisor would call me later.
  
  I was told multiple times that it would be completed by 8pm. 8:45., 15 minutes before close, I get a text message that the job would not be completed. Not only this, but I told them I needed my car for work. Opposed to the rental I had been asking for, they offered to let me pick up my car and reschedule, meaning the 4/5 hour job had not even been *started* and I was informed at 8:45pm.
  
  Throughout this whole process, I was able to get ahold of someone on the phone two times.
  
  I was told to “come in and see” if there is a rental car. I was told there were none. A friend called on my behalf, and I finally got ahold of the service manager, and miraculously after 2 weeks I was able to get ahold of a rental.

  Business Response

  Date: 07/28/2023

  Thank you for taking the time to review your visit with us. I
  have spoken with the involved parties, and we have reviewed the communication
  timeline and see that we were late to responding to the request of a rental. I
  did, however, see the advisor respond, along with our call center team, to let
  you know when the adjuster came to look over the vehicle.  
  
  I’ve included the service history for your review below:
  
  1st visit was RO#******* // we replaced a battery
  and it was same day repair
  
  2nd visit was RO#******* // was for recall 21-043
  , drive shaft recall, we heard a noise from the compressor that we heard during
  inspection and had to wait for the client’s extended warranty to come out and
  inspect and approve. This inspection process took 2 weeks, this was due to the
  adjuster’s availability and approval.
  
  3rd visit was RO#******* // during which we
  replaced the previously approved repairs from RO#*******. The car stayed one
  day late originally because the hard copy was not turned in and another day to
  order another additional part. Client was provided a loaner car and vehicle was
  completed and picked up on 7/26/23 at around 4pm.

  Our deepest apologies for your dissatisfaction. 

  
  

  Customer Answer

  Date: 07/31/2023

  The warranty adjuster came in within 4 days of the request for an adjuster. I was told he had not come in when he had.  And half of the complaint was left unaddressed. 

  
  

  Business Response

  Date: 08/02/2023

  ******,
  
  We want to be sure that we completely address your concerns
  regarding your visit.
  
  When you brought your vehicle in, it was noted that your
  drive shaft was recalled. For recall parts, we do keep some parts in stock, but
  if they are not in stock, we are normally able to obtain them within 24-48
  hours, unless they are on backorder.
  
  Unfortunately, our team selected the wrong deductible amount
  which was the price you mentioned being four times the deductible. We did correct
  that error and apologize for any confusion caused. From the notes that we have,
  it appears on July 18th that the adjuster came in the morning to
  approve the work. ******’s shift would’ve started at 2pm. In the text message
  screenshot you provided, our team responded to your question regarding any
  update from the warranty company, stating that we didn’t have any update, but
  they would inquire with your advisor. At that point, you had already called the
  warranty company to confirm their inspection and ****** hadn’t arrived yet to
  let you know of this update.
  
  We have reviewed the communication between you and your
  advisor, ******, regarding a courtesy vehicle. Unfortunately, we couldn’t take
  care of your vehicle within the initial appointment time and had to reschedule.
  We did let you know that you could take your vehicle if you needed it the
  following day for work. At that time, we did not have any courtesy vehicles available.
  Had we had any, we would’ve held one for you. Please see text communication
  below:
  
  ****** ***************:
  I understand and we did drop the ball on your appointment. Tomorrow we
  open at 7am and you can come in anytime to see if we have a loaner vehicle
  or if you need to just reschedule the repairs.
  ******: Ok, I will pick up
  tomorrow if I cannot get a rental. I am not attempting to be difficult but
  have also asked many times about a rental car being held
  ****** ***************:
  You are able to take the car if you need to but the repairs are not
  completed. I can reschedule the repairs if needed
  
  Ultimately, after looking at the communication, we could’ve
  done a better job giving you updates and addressing your questions and
  concerns.
  
  We would welcome the opportunity to schedule a meeting with
  our General Manager and Service Director to address your concerns.
  
  Thank you. 

• Initial Complaint

  Date:06/08/2023

  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.

  Consumer is deaf. Last week on Weds May 31st, applied online and called Roush Honda and person answering phone said he found a car for him. It was a red 2020 Honda Civic. He said he wasn't sure and he was asked when he wanted to come. He told them he was going to pay cash. After an hour a car pulled up and it was black. Consumer said he didn't want it and wanted to write everything but the salesman kept talking even though he couldn't hear. Manager texted back and forth to consumer. They tried to convince him he picked the black car rather than a red one. They would never answer the question. He felt they ignored his rights because he wanted to look at other cars but they wouldn't listen to him. He needed to work so he accepted the car but a couple days later it broke down so he had it taken back to Roush. He met a manager and he asked about the red car but they directed him to the service dept. It was to be ready today but they told him it wouldn't be ready till tomorrow night and they won't tell him what's going on or communicate with him. He felt to take the black car and consumer doesn't understand why he had no choice. He did put $500 down and signed a contract which he said included a 20-day trial period. He feels they were very unfair to him. He says they are breaking the ADA law by not providing a way to communicate with him because they refused to write back and forth with him. He doesn't know how to lip read and they turned their backs on him when speaking.

  Business Response

  Date: 06/16/2023

  Hi ******,

  The initial vehicle that you requested information on was sold. **** *****, the sales
  representative that helped you, sent over a message listed below to set up your
  appointment:  

  "Hi ******, This is **** ***** from Roush Honda. I just wanted to text you and let you know we have pushed this 2020 Civic LX with 35,572 miles on it for $21,600 through to service and then to detail. It will be ready tomorrow, I don't know the time yet exactly, but it will probably be in the afternoon sometime. So keep yourself handy to be able to come up and see it and drive it. I am sending you the car fax by email now. It is a clean one. Let me know if you have any questions to this point. Thanks, **** *****."

  The vehicle details and pricing were reviewed with you thoroughly. You were unable to take delivery of the vehicle because we needed to wait for an updated insurance card. Our company shuttled you home and you returned the following day for your appointment to take delivery. 

  After taking delivery of the vehicle, there were mechanical issues with the vehicle but all were covered under your warranty and they were taken care of. 

  Our team worked with you for hours to try to obtain your insurance card and to iron out the details so you could take delivery of a vehicle. We communicated through notes using Siri on our iPhone and exchanged messages on notepads.

  We would be happy to set an appointment and discuss these matters further and would do our best to resolve and trade you out of the vehicle that you purchased pending any approvals from the banks. Please let us know how you'd like to proceed. We would be happy to talk with you and your interpreter. 

• Initial Complaint

  Date:03/11/2023

  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.

  I currently have a protection order against a man that has been following to strange locations. My attorney recommended that I get my car checked for a GPS tracking device. I was told they could check my car and take things a part and it would cost 286 plus tax. I purposely left a non working gps device under my seat to make sure they would check thoroughly. I was told to drop my vehicle off at 8:30AM and that it would take until 2 or 3PM to fully check the car. I dropped it off and got a call by 11AM stating they had not located anything on my vehicle. The only thing they did was vacuum my car out. Had they actually checked under the seat they would have found what I placed under there. I was charged over $300 dollars for them to only vacuum my car. I’m currently speaking to my attorney about what could be done against the company, but first and foremost I want a refund of my money. I trusted Roush Honda to help me and they did not do that. I would like the full amount refunded back to me. I have attached my receipt below. I paid in cash.

  Business Response

  Date: 03/13/2023

  ********, we apoligize for not providing you with satisfactory service and will have a full refund executed. Please reach out to our General Mananger ******* **** with further questions. 

  Thank you.