ComplaintsforEskridge Honda

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 dodge durango from this dealer in 7/18/2024. The rear passenger tire has an air leak and I was told they would get a new tire in the following day to fix it. It's now 2 weeks later, they got the tire, but didn't have the tool, sent me to get a tool from a dodge dealer nearby, only to come back and they sent my tire back! Was told they would then pick up the vehicle, change the tire and return it to my home, didn't hear from them all day, texted, said they got too busy. 2 weeks! This is ridiculous and I really feel like I'm just getting the run around! The tire being replaced was promised and agreed on and it needs to get done.

  Business response

  08/02/2024

  Hi ************-

  First let me apologize for this experience.  We agree that it has taken too long.  When I received this BBB complaint, we were already in the works to come pick-up your Durango to get this new tire installed.  We are planning to pick up your vehicle and then bring it back to you as not to inconvenience you any more than we already have done.  

  Again, I apologize for this delay.  We were missing that wheel key that threw a wrench in this installation process.  

  Please contact me if you have any other concerns.  

  ******************* - ********************************** 

• Initial Complaint

  04/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I Wanted a car they didnt have. They did a dealer trade but took a $500 deposit to cover the dealer trade cost incase i backed out of the deal for no reason. Was told that the car would be delivered to my address at a certain date but through miscommunication/ neglect on their part, the car wasnt delivered like promised. When they finally called and said the car would be on its way i clearly stated that if there was anything wrong with the car or window tint that they assured me was all good i would not accept the car and the deal would be off. (I was told that all the conversations are recorded). The car showed up with window tint issues and a long scratch down the front/side of the car (i have pictures). So i followed through and told them i was not going make the deal. They are refusing to refund me my $500.

  Business response

  04/08/2024

  We understand ******************** response, however, **************** requested that we go and dealer trade for a vehicle that was in ************, **.  He also asked us to tint the windows and windshield with ceramic tint at 5% and then deliver the vehicle to him in ***********, **.  **************** was originally set up to receive the vehicle on Monday April 1st.  His salesman got in touch with him and asked if he wanted us to deliver the vehicle while storms were heading into the area.  His response was no let's wait until Tuesday.  The salesman rearranged his schedule to make sure he could deliver the vehicle, in which he was about 30 minutes late getting to ***********.  **************** had a discussion with one of the sales managers and was offered for the dealership to cover the costs of fixing the scratches on the vehicle, but **************** declined.  There was no paint damage, all the scratches have been cleaned and buffed out.

  The reason we take partial payments is to cover the expenses required for us to make a vehicle ready for a customer.  According to ****** directions it is 306 miles round trip to Skyway Honda in ************ and a 142 miles round trip to ***********.  At the 2024 mileage rate of $0.67 that would mean it cost $300.16 for the mileage.  The tint for windows and windshield from ************************ cost $200.

  My team has bent over backwards trying to make the transaction as seamless as possible.  Thank you for the consideration.

  Customer response

  04/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  to say My team has bent over backwards trying to make the transaction as seamless as possible.  Thank you for the consideration. is highly inaccurate. If that were the case, the car wouldnt have showed up in my driveway with the overlooked issues that i made clear over the phone that i would not go through with the deal if it had those issues. 
  

  when i was called about the storm, my response was i looked it up and it looks like its going to miss ************* but we will look again when the car is ready to be delivered. So, ******** statement about my response to that conversation is also false. Storm or no storm, the tint got messed up and had to get fixed so the car wouldnt have been ready when it was promised anyway due to their lack of communication. Next day i was told it would be there around 10am. Then was told they still had to fix the tint and it would be there before 1pm. It got to my property at 3pm. Unlike what they claim. I was told that both the sales manager and the sales rep both inspected the vehicle and it was all good when in fact it wasnt. The $500 deposit was to protect them if i backed out due to my own personal choices. Not due to their lack of attention to detail. The pictures are proof that they failed to meet their end of the deal.
  
  Sincerely,
  
  ***************************

  Business response

  04/15/2024

  ****************,

  Apologize for the inconvenience, however, we have costs associated with dealer trading, tinting, and restocking vehicles.  That is why we take a $500 partial payment on vehicles.  We have offered to fix/buff out the scuffs that were on the unit and fix the tint.  If you would like to purchase the vehicle or a different vehicle, we will be able to apply your partial payment to the vehicle you choose.

  Thank you,

  Eskridge Honda

• Initial Complaint

  11/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2017 Honda accord from Eskridge Honda in ************* ********. I was not informed that the car was originally from ******* and had been involved in a flood which caused corrosion to the back of the vehicle along with other mechanical issues.In January of this year I had to contact American Honda ********** Inc.Case #: ******** due to having issues with Eskridge Honda service department. I had several check engine lights come on and took it to AutoZone to have the error read and it turned out that the rear converter needed to be replaced. I had spoken to the dealership regarding this issue, and was informed that there was nothing wrong with it the first three times it was checked, then once I showed them the print out from AutoZone, they proceeded to tell me that my warranty would not cover emission repairs. That is when I reached out to American Honda. They went ahead and approve me for a goodwill to where all I would have to do is pay $700 to have the rear converter replaced. This was back in March 2023 then the dealership told me that they would have to order the part because it was on back order, and this took place up to July, however in July my sister was murdered by the cartel in ******. As a result, I had not been mentally or emotionally fit to get things taken care of because of my grieving. I scheduled an appointment for November 2, 2023 at 8:30. When I arrive to Eskridge Honda, the parts department representative greeted me with an attitude and proceeded to tell me that the converter was not going to be replaced, and that they no longer had the part there. In addition, he told me that it had been over the 30 days which I had never been informed of not by Honda finances, nor Eskridge Honda. The service manager was not available nor the general manager. They are both out until Monday. I was treated poorly and left in my face and was told that the rear converter would not be replaced. I am reaching out for assistance to have my rear converter replaced as promised and so that other customers do not have to go through this poor customer service ***** treated poorly..

  Business response

  11/14/2023

  I am *************************, General Manager for Eskridge Honda. First I want to apologize to ******************* for her customer experience from my ******************* She has been a loyal and valueable customer to us.This should not have happened. Second, I want to offer my condolences to her and her family for the loss of her sister. It is horrible.
  
  Concerning the part, I have attached a copy of the email that was sent to us from Honda ************** As you can see, it was only for 30 days. As a franchised dealer, I can request an extension on behalf of the customer, but in 99% of the cases, the customer has to do it directly with ****************. The original part was ordered March 7, 23 and received May 24. It is my understanding that numerous attempts were made by several of our people to contact *******************, including leaving messages for her to call back. Because of the 30 day window, and since ******************* did not come in, the part was sent back to Honda on August 3.
  
  Since then, after ******************* came in the first of November, yesterday she as called and reordered the part. ****************** stated on her phone call that Honda ************* has agreed to reopen the case. At this time we have not received notification from Honda. Nevertheless, the part is scheduled to tentively arrive in mid December, and we will put it on.
  Addressing the flood issue. I pulled a carfax report today off the internet, and yes the car was registered in ******* *******, however there is no record of flood damage on the report. I will be happy to furnish the report to ******************** 
  She also stated that she has had nothing but trouble with this car. As a valued customer, I would love to try and upgrade her to another car, that might be less concern for her.
  
  Thank you,
  
  *************************
  General Manager
  Eskridge Honda
  ************

*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. ↩