ComplaintsforDick's Hillsboro Honda

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dicks sold me a defective car missing a wheel cover. Because of this damage was caused to the front bumper during a car wash. I tried several times to get repaired but D*** Hillsboro Honda only repaired the missing wheel cover and never repaired the damaged bumpedr , after agreeing to repair the defective part and damaged bumper

  Business response

  07/09/2024

  Good Afternoon,
  
  *************************** has been to our store previously, discussed his issues with ***************************, and was able to come to an agreement, and also signed our goodwill form. I see no pictures of this vehicle exiting the car wash. The wheel well cover was not noted by the shop, salesperson, or customer at time of the delivery, and was replaced as a goodwill gesture. 

  Customer response

  07/10/2024

   
  Complaint: 21933971
  
  I am rejecting this response because: There was an agreement to repair the cracked bumper that was damaged by selling the defective car missing the wheel cover.  I came into ****'s office to pay for a second car registration tags.  I never got the first registration tags that I paid for because they expired. At that time I was given a blank form to sign to get the second tags I was told it was standard information that would be filled out later 

  ****'s admits there was a missing wheel cover when they sold the defective car and repaired it.  ****'s agreed to repair the crack in the bumper that was caused by the missing cover when it was sent through the car wash, 

  I don't understand why this is so hard to understand. ****'s sold a defective vehicle that was missing a part that caused further damage to the car. Dicks replaced the missing part but DIDN"T repair the damage bumper.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I tested a vehicle 2024 Honda Civic with 7 mile by the time I signed all the paper I was given my car they changed the vehicle and gave me another vehicle that had 175 mile same color same everything but they never disclosed it I found out that he had 175 mile and I asked the manager. The manager said it was just an error the number, but he lied. The seller told me the manager wanted to sell this to us. Never disclosed about the information upfront.

  Business response

  07/09/2024

  Good Afternoon,

  The General Sales Manager ******* reached out to this customer and was able to resolve all issues. 

   

  Thank you  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought an used 2017 BMWX1 xDrive 28i Sports on 02/16/2024 for the cost of $26,745.12. The business committed provided me this car in great mechanical conditions, full detailed, washed, etc. The account or tracking #********. The dispute nature, started since of the circumstances I bought my car, it was late evening so I couldn't have any chance to see any single detail during the purchase. Next day after purchasing it, I brought my car to receive the car's detail because it was closed during the purchasing. Over a month later, when I washing my car I found out one big scratch on the right front wheel and also the tire was cracked. I didn't realize about it until 04/03/2024. I contacted the sales person by text on 04/03/2024, and I brought my car to the business on 04/05/2024 to be checked by the dealer. I spoke with the manager and he promised me to get solution about my tire replacement next week after a meeting with the general manager. I didn't receive any answer the following week. On 04/12/2024, I sent another text to the salesperson, but he didn't responded back. But, on 04/19/2024, I could speak with the salesperson on the phone and he promised me to give me a final answer from the manager sooner, but since today 05/07/2024, I have not received any response and it means to me that they are not going to resolve the tire issue. I told them that I bought a very expensive used car, and the car's parts are expensive so I was expecting them to provide me a satisfactory customer service, but I honestly felt ignored and I have regretted to buy my car in this business. Because of it, I have been obligated to look for your valuable help and support about it. I very appreciate anything you can do in my behalf! Thank you so much!

  Business response

  05/31/2024

  Customer and ************************************************************** have come to a mutual agreement. To replace the damaged tires. Customer is satisfied at this time.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *** held them in good faith for over six months giving them time to make this right and all they have done is ignore me Ive called them innumerable times emailed etc nothing at all.I purchased an extended service contract with them for nearly 4000 dollars. When my vehicle had problems and I took it in a few months after purchasing it they had filed for a much cheaper service contract than I had paid for which led to it covering nothing. So they robbed me for nearly four grand and agreed to reimburse me that money in a check it has been over six months with no response irregardless of how I attempt to reach them. I will be going to the dmv to file a complaint as well as this BBB complaint to try to get reimbursed

  Customer response

  05/01/2024

  When I bought my vehicle here they gave me an extended service contract that was supposed to cover up to x amount of damage to the vehicle for nearly 4000 dollars. When I took my car in for maintenance not even three months later it had not even been purchased by the manager, and to boot I found out *** the guy that sold me the esc had filed for a cheaper extended contract and kept the rest of my money. I was promised a full refund and have given well over six months now as a sign of good faith yet my calls (innumerable) and emails have all gone unanswered and I definitely do not have my refund. The vehicle is a 2018 Dodge Durango GT, the vin is 1C4RDJDGXJC31352.

  Desired Resolution: Refund

  Customer response

  05/07/2024

  Ive held them in good faith for over six months giving them time to make this right and all they have done is ignore me Ive called them innumerable times emailed etc nothing at all. I purchased an extended service contract with them for nearly 4000 dollars. When my vehicle had problems and I took it in a few months after purchasing it they had filed for a much cheaper service contract than I had paid for which led to it covering nothing. So they robbed me for nearly four grand and agreed to reimburse me that money in a check it has been over six months with no response irregardless of how I attempt to reach them. I will be going to the dmv to file a complaint as well as this BBB complaint to try to get reimbursed

  Desired Resolution: Contact by the business

  Customer response

  05/07/2024

  It was Dicks Hillsboro Honda I was trying to make the complaint about not d*** ******** got the wrong business when I filed

  Business response

  05/18/2024

  From the BUSINESS:

  Sent 5/18/2024 10:36:06 AM

  It is our sincerist apology this was the experience received by the customer. The extended service contract should have been executed at the time of purchase. We were trying to determine if the issue was system or human related. But eventually had to manually input the warranty. We would be more than happy to clarify which contract was intended to be purchased vs which one was executed. If an error was made on our end we will most certainly correct that. To the point regarding cancellation of the warranty, this process can take a period up to 120 days. However, a period of six months does seem out of the normal. We will work with our provider and determine what the delay is related to, and then expedite the cancellation. We have been attempting to contact the customer but have been unsuccessful.  We will continue reaching out to ensure we find some level satisfaction over this issue. 

  Customer response

  05/23/2024

  Date Sent: 5/23/2024 3:52:22 AM
  

   
  Complaint: 21653653
  
  I am rejecting this response because:

  I have tried to call for **** on several occasions and theres never anyone for me to speak to.  I work until 4 in the morning and I have to call later in the day.  Ive been very busy and as Ive been given the run around so much in the past I will not be accepting the closure of this until I have been repaid what I am owed.  Irregardless of whether it was human or system error the error happened and I have paid out of pocket for every issue since this.  I will not accept any answer except for a full refund for the entirety of the ESC.
  
  Sincerely,
  
  *************************************

  Business response

  05/30/2024

  Dicks Hillsboro Honda has worked with the customer and satisfied their expectations. 

• Initial Complaint

  02/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We bought a CR-V on May 26th from ***** at the Hillboro, OR location. We haven't received our license plate, resulting in a ticket that the Honda dealer needs to pay. Despite numerous calls and attempts to resolve this matter, we haven't received a callback. We also need assistance with the following:1. Honda needs to pay the ticket due from the missing license plate. 2. Obtaining and installing the license plate.3. Addressing issues with the back doors not opening without child lock.4. Resolving the malfunctioning computer and steering issue.Additional information: The *** sent the license plate to ****************'s main office when we attempted to resolve the plate issue independently. We told them about this as well.This message emphasizes the key points that need to be addressed based on your situation

  Business response

  02/13/2024

  Customer purchased a ********************* CR-V on 05/26/2023. As part of that purchase the customer elected to transfer existing plates from their 2016 Honda Accord. Registration documentation was sent to *** on 06/16/2023,which is within our requirements. Oregon *** sent the temporary registration card on 06/20/2023. At that time the *** had a backlog of 60 90 days. The final registration was completed on 09/21/2023. We are unable to control how long the Oregon *** takes to complete registration. The customer was provided their existing permanent plates at time of delivery. We have no record that Dicks ********** requested new plates, and we do not show them as delivered to our corporate office. If the plates had been received by us, or the customer brought them in, we would be more than happy to install them on the vehicle.

  
  Regarding the unresolved mechanical concerns, the vehicle purchased has remaining factory coverage as well as a customer purchased extended warranty. Assuming the corrections are related to defects in production, we would be happy to inspect and submit the corrections to the warranty administrator for approval.

  
  It is our sincerest apology the customers experience was not to their standards. And even though the *** complaint is out of our control,we would still appreciate an opportunity to correct the maintenance concern and their experience.  

  Customer response

  02/14/2024

  As communicated initially, we expected entirely new license plates after making the necessary payments for the ********** of ***** Vehicles (DMV). Unfortunately, it has been 243 consecutive days without an operational license plate, leading to a recent traffic infraction accompanied by a fine. Our repeated efforts to obtain clarification and assistance via telephone and now a couple visits to the Honda Dealer have yielded little success; we continue to encounter delays and neglect. Given that your organization was aware of the conclusion date of the registration procedure on September 21st, 2023, coupled with the subsequent postal complications, we find it confounding that no remedial measures were taken. Therefore, we require immediate redress to alleviate this debacle. Please take note of our negative experiences stemming from our interactions with your representatives, who consistently disregard our requests for guidance.

  Furthermore: Pursuant to *****'s pledge, we had high expectations of timely communication and expeditious distribution of freshly minted license plates concurrently with accompanying documents. Regretfully, these essential resources seem misdirected or mistakenly delivered to the principal Honda hub rather than our assigned destination, commencing on May 26th, 2023 - the very same day we finalized our acquisition. To this day, we are still oblivious to the fact that your department obtained the licenses and registrations as early as September 21st, 2023, which has only recently come to our notice. We earnestly solicit your aid in addressing this predicament, and we cannot help but draw attention to the undesirable circumstances that have occurred during our dealings with your enterprise.

   

  Customer response

  02/21/2024

  I regret to inform you that the ongoing issue with the Hillsboro, OR D*** Honda dealer remains unresolved despite my repeated attempts to seek assistance. Despite my clear explanations, I have not received any calls from the dealership, and the problem at hand remains unaddressed. I find it disappointing and unacceptable that the employees at the dealership have continuously failed to provide the necessary support. As a result, I am left with no choice but to escalate this matter to the owner of the company. I will be reaching out to them directly to bring this issue to their attention and seek a resolution. I expect a prompt and satisfactory resolution to this matter, and I trust that the owner of the company will take this matter seriously and ensure that the necessary steps are taken to address this issue.
  

  Business response

  03/01/2024

  The customer and ************************************************************** came to a resolution for the concerns referenced.

  It is never our intention to have a customer experience that does not meet their expectations. And in this case proper communication would have solved the concerns before we got to a point of frustration. For that frustration we apologize to the customer and will work diligently to correct our relationship moving forward.  

  Customer response

  03/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i got a car from Honda in couple weeks ago i did not test drive and they did not let me to do that they sent the car to me after 4 days , i found the car has issue but they said it is normal i took the car to different place like ****** and i found the problem the vehicle makes clunking noise which is from front axles which is going to cast me **** $

  Customer response

  08/05/2023

  I deeply regret the decision to purchase a car from the dealership without being allowed a test drive. From the moment I received the vehicle, it became apparent that there were serious issues with it. Despite my immediate attempts to inform the dealership of my dissatisfaction and the problems encountered, they only suggested bringing the car in for repairs. However, after several unsuccessful attempts to fix the car, I find myself facing constant worries and uncertainties every time I take it out on the road. The fear of something going wrong has overshadowed my driving experience entirely. The fact that I am now financially committed to a six-year financing plan for a car that I cannot even rely on for daily use is a tremendous burden on me. I feel trapped and helpless, as the dealership has been unable to provide any viable solutions. This experience has left me deeply disappointed and frustrated, and I am earnestly hoping for a resolution that would alleviate these issues and restore my faith in the automotive industry.

  Desired Resolution: refund 

  Business response

  08/17/2023

  At the time of sale the customer signed and was provided a copy of a WE-OWE stating final sale pending inspection. In addition, the customer also signed and was provided a copy of a used vehicle buyers guide referencing the vehicle is sold as is no dealer warranty.
  
  During the final inspection, Dicks Hillsboro Honda performed a multi-point vehicle safety inspection. This multi-point inspection confirmed the brakes were within safety standards and no leaks were present. The inspection did however note that the front left and right axles failed inspection and needed replacement. Both front axles were approved by sales and replaced with TrakMotive TO-**** & TO-****. Those axles are built to ************ Companies specifications and were provided by IMC Parts Authority.
  
  When the customer arrived to take delivery, they were consulted by our sales professional to perform a road test and confirm satisfaction. The road test was declined and the customer took delivery of the vehicle.
  
  After delivery, the customer contacted the dealership with a concern of clicking noise upon acceleration and braking. Dicks Hillsboro Honda inspected the vehicle a second time and recommended replacing the belt tensioner. Although the tensioner was not failing it was identified as a potential source of the noise. In addition, although not present during the original inspection, a leak emanating from the front right brake caliper was identified and recommended for replacement. The customer was notified of the inspection and was provided, and signed, an acknowledgment of good will service and release of claims, where Dicks Hillsboro Honda stated Leaking brake calipers & fixing drive belt tensioner, sales department to pay for these fixes only, any other fixes will be customer pay. The promised work was completed, and the customer once again took delivery.
  
  After second delivery, the customer once again contacted the dealership with a concern regarding potential noise. At that time the customer provided an estimate that was received by ******************. Acknowledging this estimate, we provided a second acknowledgement of good will service and release of claims, signed by the customer, where ************************************************************** stated, recheck left and right front c/v axles for premature wear or workmanship. During the inspection there was no evidence that the replaced axles or workmanship failed to meet standards. However, in good faith, and to satisfy the customer, ************************************************************** agreed to replace the front left and right axles a second time at no charge. When consulted regarding the repair, the customer was informed that noise could potentially continue but there was no safety related concern.
  
  The provided estimate from ****************** recommends the use of factory OEM components. However, the components installed by Dicks Hillsboro Honda are built to the same specifications as ************ Companys and therefore should provide the same characteristics of OEM components. In essence, even if OEM parts are installed there is no way to guarantee the customer wouldnt continue to experience a noise while driving. Noise can be prevalent regardless if a vehicle is pre-owned or new, but is not specifically a characteristic of unsafe performance in all cases.
  
  Upon continued discussion, Dicks Hillsboro Honda made an offer to purchase the vehicle back from the customer. During that conversation the customer agreed to return to the dealership either that evening or the following day to process the sale. As of now the customer has ceased communication which has stalled our last avenue to satisfy concerns.
  
  Dicks Hillsboro Honda is certainly concerned with the customers experience. However, we believe we have made every attempt to satisfy them at this time. We are still committed to purchasing the vehicle back if that is the resolution the customer is seeking. 

  Customer response

  08/18/2023

  Complaint: 20428558
  
  I am writing to express my deep disappointment and frustration with the recent car purchase from your dealership, which has left me feeling both unsafe and extremely dissatisfied with the service I have received.
  
  When I initially purchased the vehicle, I had high hopes for a reliable and safe mode of transportation. Unfortunately, my experience has been far from satisfactory. Despite the assurances given during the sales process, I continue to feel unsafe driving this car due to a suspected issue with the axle. My extensive research has revealed that a faulty axle could potentially lead to more severe transmission problems, thereby compromising the long-term reliability and safety of the vehicle.
  
  Furthermore, my attempts to address these concerns and seek a resolution have been met with indifference and unprofessional behavior. Initially, when I reached out to discuss the problems I was facing, I was met with resistance and a lack of willingness to assist me. It was only after involving the *** that your dealership showed any interest in resolving the matter. Even then, the proposed solution of repurchasing the car at an unreasonably reduced price is completely unacceptable.
  
  I firmly believe that I have been misled and taken advantage of, which has prompted me to seek legal counsel. I am committed to pursuing my rights and ensuring that I am not left financially burdened by a vehicle that I consider to be defective. It is my belief that  company engaged in fraudulent practices by selling me a car with known issues, and then attempting to undervalue it when faced with the consequences of your actions.
  
  I urge you to reconsider your stance on this matter and take immediate steps to rectify the situation. As a consumer, I have the right to a safe and reliable product, as well as transparent and ethical treatment from your dealership. I am resolved to escalate this matter through legal channels if necessary, in order to secure the justice I rightfully deserve.
  
  I request a prompt response from your end detailing your plan to address these concerns and provide a reasonable resolution. It is my hope that we can come to a fair and just agreement that upholds the principles of integrity and accountability.
  
  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an SUV from Dicks Mackenzie in 2019. Which has since been sold & is now Dicks Honda. I traded my SUV in for another vehicle in Nov of 2021. I was advised to contact my previous dealer to get a refund on the remainder my warranty. I contacted a Sales agent by the name of *****************, who informed me he would email me the form. I filled it out & sent it back. This was in Feb 2022. He informed me to be patient as it would take at least 90 days for it to go through. I waited & then followed up with him again 3x. I've never received a response. On 9/20/22 I'd had enough of waiting, so I called and asked for a manager. I was told to **************** W*** and was transferred to her. It went to voice mail. I left a message and she too has not responded. 7 months is too long for a business to handled their business.

  Business response

  09/29/2022

  Complaint is not involving the Honda store, outside of processing the cancellation in regards to the business office for a closed store. We have contacted the customer directly, and resolved this complaint. Cancellation monies are being expedited and will send directly to the customer on behalf of **************************** 

  Customer response

  10/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2017 Honda CRV has been at the dealership since October - they cannot get the part in to fix it and have no idea when the part will become available. I have asked the dealership to buy the car from me at it's current sales value. They want a several thousand dollar discount on the sales price since it is not usable until fixed.

  Business response

  02/07/2022

  Mrs. ********** vehicle arrived 10/15/2021 for the alarm going off and draining her battery and was provided a complimentary loaner vehicle for the entirety of her visit. We diagnosed the vehicle, it needed a Body Control Module, we submitted the case to Mrs. ********** ******* contract on 10/26/2021 (as she is outside of the Honda warranty period) and got repairs covered, no charge to her. The Body Control Module was ordered as a regular order on 10/26/2021, then upgraded to a critical back order on 10/28/2022. ********************** was informed that the original estimated ship date was 12/8/2021. The back order ship date was then changed to 2/12/2022 and the most current ship date is 3/8/2022. We have also involved the **** for our zone on 12/10/2022 to see if there was anything that could be done on the factory side, but there are no parts available anywhere in the country to be shipped. After a conversation with *********************** on 1/26/2022 via telephone, she was interested in trading her vehicle in for another. *********************** made the decision to pick her vehicle up on 2/2/2022 and trade her vehicle in at another dealership.

  Customer response

  02/23/2022

  I had to sell the car because when I filed this complaint, the dealership retaliated by demanding immediate return of the loaner car.  Not nice and not a great way to do business. So yes, the case is closed, but the record should reflect these unfair business practices.  

   

  Sincerely,

   

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

  ************ cell

*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. ↩