ComplaintsforConcielli Honda
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a brand new 2022 Honda ***** on Aug. 14. Three weeks later I got an alert on my dashboard stating: "Supplemental restraint system problem. See your dealer". I called Conicelli immediately & scheduled an appointment for Sept. 15th. I was told that they need to order a part to fix the problem, but it will only take 1 week. They gave me a rental car which was extremely dirty, but I stuck it out because it was only supposed to be one week. Six days passed & I haven't heard from them regarding my car to see if it will be ready for pick up - so I called them. This went on and on my point being, if I did not reach out to them, they would not reach out to me regarding my car. Oct 6th arrived & my part was not here. I was told that they didn't know when it was coming. I got a hold of the general manager to explain my situation to him, but I found the conversation to be very unpleasant. I told him about the dirty rental and his response was "we tried to do the right thing by even giving you a rental car". I was later told by the GM that my part was on a boat trying to get into the country. I understand the issues going on at the ports right now, but I SHOULD NOT even be in this situation. The car was brand new! I shouldn't have gotten any warning 3 weeks after buying a BRAND NEW car. The GM told me to come to the dealership with my gas almost empty, & they will give me a full tank of gas & clean the rental for free. I did as he said, only to find out that they only cleaned the car but never filled up my gas tank, thus leaving me with an almost empty tank to go home with. Not to mention, I am still paying my car note for a car that I do not even have! The customer service is TERRIBLE, & they are horrible at communicating w/ their customers. Its awful. I overpaid for this ***** (the salesman told me they raised the price due to COVID) to begin with, for a car that had issues 3 weeks after purchase. Its now Oct. 30th and I still haven't heard from them.Business response
11/15/2021
November 12, 2021
Dear *** *******:
This letter is in response to your correspondence dated 11/3/21, regarding the above referenced customer, ******* *******. The complaint has been addressed by our General Sales Manager and the Service Manager.
The service manager reported that we have been in contact with this customer the entire time. The part needed for her vehicle is on a back order with American Honda, with a release date that continues to be pushed back. Our District Parts & Service Manager (DPSM) and American Honda are well aware of the issues with her vehicle. We allowed her to drive a rental vehicle and when she complained about the cleanliness of the rental, we immediately offered to have it cleaned and the gas tank filled.
The last time we spoke with ** *******, our DPSM & Service Manager called her together. We apologized for the situation and promised we were doing all that we could to expedite the part. Our hands are tied because we are not able to get the parts from the manufacturer at this time.
Our Service Manager assured me that he would continue to follow up with *** ******* to reassure her that we are still working on this issue. We have also moved her vehicle around our lot regularly to keep the brakes from rusting over and preventing the tires from getting flat spots.With regard to the customer's request for reimbursement between the difference of what the car is work and what she paid... Our GSM stated there was an addendum sticker on the vehicle. *** ******* agreed to the price of the vehicle and signed the paperwork (see copy of Buyer's Order attached). We are not re-negotiating this contract.
If there is any additional information you need, please don't hesitate to contact me directly @ ************ ext ****. Allow me to mention that your letter was addressed to ***** *****. We have no employee by that name.
Sincerely yours,
Paula D.
Customer Relations Manager
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.