ComplaintsforBaierl Honda

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2018 Honda Pilot. There is a recall for the fuel pump. I made an appointment for an oil change and advised them before the appointment I was having all the symptoms of the fuel pump issues. I went to the service center. The power was out and I advised them Of the reasons I was there. (Oil change and concerns for the fuel pump) They did my oil change and when I asked about the fuel pump I was speaking to the service manager and she said “ I guarantee it’s your transmission fluid” Did they look at my transmission fluid??? No. She told me with these new vehicles they now recommend transmission fluid changes every 30,000 miles. Why have they not told me this the last 5 times I had my oil changed there? My vehicle has 80,000 miles. So they blew me off. I have a valid recall I was talked to like I was dumb and they didn’t even look at my transmitter fluid to back up this statement so now. I am driving a vehicle with a serious recall and it is having the issues associated with this recall and here I am still driving it to and from work because they are incompetent of have decent customer service Or were too inconvenienced by my issue. I bought the vehicle there. I service my vehicle there. I planned on continuing business there but if this is how they treat loyal customers I am disgusted. I expect when you have a dangerous recall on a vehicle and it has issues that are related with this recall you would not want me to drive off in this vehicle after I expressed concerns taking full responsibility if something were to happen to me and/ or my children. Unacceptable behavior from such a place.

  Business response

  06/22/2024

  Our service manager talked to her when she was in the store. The customer was told at she needed to make an appointment to have her concerns diagnosed by a qualified technician. Our service manager doesn't believe that the customer set an appointment to have that done. Honda won't let us order the parts for the fuel pump unless a technician signs off that the part is required. The customer needs bring the car to any Honda dealer to have this done. 

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Baierl Honda Service, Wexford, Pa mid-diagnosed the air conditioner system issue twice - on my 2011 Honda CRV. On May 1, 2024 they claimed to fix the a/c and charged me $190.83, but the service visit did not correct the problem. On May 22, 20024 they diagnosed the problem as a rubber hose issue, charged me $357.47 - and told me the a/c unit still doesn’t work.

  Business response

  06/01/2024

  Our service department informed the customer that each of these repairs may fix the AC issue. When a customer has an older vehicle, this is a 2011 Honda CRV, that has an AC issue the first thing is to change the refrigerant and see if the that corrects the issue. The customer drove the car for a bit and the AC still wasn't working. The next step is to see if there are any leaks in the system. The technician found the AC line was leaking and replaced the line. The customer authorized each repair. Once the line was replaced then we found at the compressor wasn't engaging. The car needs and AC compressor. Technicians don't start telling customers that they need a compressor $1,400 unless it is necessary. We will not be refunding the customer any amount. The customer authorized the repairs. The repairs were necessary to try to solve the customer's issue.   

  Customer response

  06/05/2024

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my 2018 Honda Civic into Baierl Honda on Saturday, October 28, 2023 specifically for an oil change and an alignment. My appointment was at 9:30am and the service advisor was John K****. I waited at the dealership and then met my brother at another dealership while I was waiting. At 11:34am, I received a call from John K**** stating that my car was ready. When I got to the dealership, I found out that they also performed the following WITHOUT ASKING FOR MY CONSENT: • A Transmission Fluid Flush • A Brake Fluid Flush • An Air and Pollen Filter Replacement Instead of paying the $159 (plus tax) for the alignment (I paid for free oil changes when I bought the car), I paid a total of $664.34. Other items of note included • After the alignment, I still had to keep the steering wheel turned a little to the right to drive straight; and • My tire tread went from 5 32nds to 7 32nds between my last visit (December 28, 2022) and this current visit (October 28, 2023). I did not get new tires. Then, I tried following up with Baierl Honda to see if they could explain why the all the extra work was done to my car without asking and nobody followed-up with me (and I followed-up multiple times between 10/29/23 and 11/11/23 - 11/15/23).

  Business response

  11/18/2023

  Thanks for your patronage. It’s unfortunate that you weren’t complete pleased with your service visit on October 28th. I spoke with John and Shauna about your visit. Since your Civic is a 2018 with approximately 30k miles on it the technician, based on your car’s history recommended the following:
  
  Replace transmission fluid which is recommended by Honda at every 30k miles.
  Replace the brake fluid which recommended by Honda at every 3 years and yours was 2 years past due.
  Replace the pollen filter which recommended by Honda every year if you do mostly city driving.
  
  Our technicians recommend work based on state safety concerns and for preventive maintenance according to Honda’s  guidelines to help customers protect their investment in their Honda. After talking with the technician John came to the customer service lounge and asked you if you wanted to have the recommended preventive maintenance items done and you agreed to have them done. You picked up the car and paid the bill. You didn’t dispute the bill when you paid it because you had agreed to the work.
  
  Once you went outside your friend, who is a technician at a nearby Ford dealership, came in and ask John about the services. After that interaction then you started saying that you were dissatisfied.  In terms of your interactions with Shauna I know that you talked her at least once because she talked to me about the conversation.
  
  As a goodwill gesture the store will offer you a $50 credit towards your next service bill. 
  

  Customer response

  11/20/2023

  
  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. 
  
  Regards,
  
  *** ******

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  yes so i had purchased my jeep cherokee latitude back in may and shortly after (like the next day) i had noticed my engine light on and shortly after my 4wheel drive service light i am a mom and am constantly ither at work or home with extra kids theres been a lot going on but i figured i just bought this theyll cover it i get it in when i can so i usually have a hard time getting in touch with people there but was finally able to schedule it and they had directed me to a plce in morgantown 1*** **** ****** ** ********** ** ***** and they took it i had issues again getting in touch with barrel honda on payment (greg is my salesman by the way who is suppose to be taking care of everything when i can get in touch with him!) back and forth i go until i discover zurich is in charge of my coverage because eric in morgantown is giving me quotes and this is a new car i was talked into taking 500 payments a month on instead of the 350 i origionally said i was comfertable with...... so eric finally gets in touch with zurich only to find out my thermostat is not covered so i went for 2 days (getting in touch with greg in the meantime who assures me they will take care of everything and it will be fine...) greg was suppose to have his manager call me who didnt until i tried to finally call greg with no answer and then immediately got a call back wo then said shed look me up and call bk in a half hour and never did while i kept trying to get ahold of them before 5 no answers finally greg answers the next day (today) telling me its his day off and he will have a manager call and at this point i dont believe him and call myself in there and just ask for one who some male tells me hes one keeps trying to interupt me and says theyll call me back which then finally the female calls me again only to say i should be covered i need to call zurich so i call eric get the # zurich tells me theres just no way theyre covering it so i call back barrel honda to the lady manager again who then says there is nothing they can do..... i then call eric to cancel the thermostat (which is important and scarry to not fix) because im talked into 500 a month payments and i cant afford that!!!! im convinced noone looked my car over before it was bought i should just be worrying about my next oil change or breaks when they are due on a new car not 200$ deductables which eric says i owe and now having to worry about my thermostat i cant afford to fix while driving my 7 year old among other kids around on my days off i am going to cry i just found out i make too much for our health insurance im currently trying to figure that expense now out among just life things we need back to school i cant afford nor should be having to fix a car i had recently purchased please help lol;)

  Business response

  08/16/2023

  It's unfortunate that the customer experienced this issue. Since the vehicle service contract that the customer purchased won't cover the problem one of our sister stores, Chrysler Jeep of Morgantown, is trying to have the repairs covered under goodwill from the manufacturer. We are trying our best to help the customer.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * Date of transaction was 03/24/2023 and another attempt was going to be made 05/18/2023 * They were supposed to provide a 2017 Nissan Rogue Sport * I went in March to buy a car that day. They agreed to give me a borrowed vehicle agreement for a car that I liked, that I came to find out I should have never even left the lot with because they didn’t have any of the proper paperwork for it. They said they were going to get the title in for it and get back in touch with me. It took them over a month to locate the title and get back in touch with me. By that time they had run my credit a total of 9 times, and the loan that I was eligible for the month prior I now no longer am because of miscommunication and them not telling me the length I could use my loan I applied for. There was also multiple issues with the plate they put on the car, the office manager I spoke with over the phone told me that I was driving around on a dead plate for a month. Communication between employees is very poor. Each person you talk to has a different perspective on your situation and the vehicle you have. They only communicate through email and it’s very sporadic, unless it’s a last minute situation like mine ended up in. They’ve now left me with no vehicle. * They didn’t attempt to resolve the situation the only thing they could say is bring the car back and run my credit again.

  Business response

  05/18/2023

  Unfortunately, when the dealership buys used cars from auctions or other companies those companies at times have a hard time providing us with a legal and transferrable title. Since the company that sold us the car couldn't provide us with a legal title we had to cancel the deal with the customer. We refunded the customer all monies that we collected. The customer had a low credit score when we first got them approved for financing. Subsequently the customer's credit score and credit file became so low that we were unable to secure financing for them. This has nothing to do with a few point reduction from trying to get the customer approved. This has to with the customer having additional late payments to creditors We have done all that we can for the customer. If they can secure financing from their bank then we can try find them a car that will fit into their budget. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my Honda CRV to Baierl Honda for a service appointment in November 2021 because my airbag system light was on. I was told it was an issue with a particular sensor that was back ordered and they would call me when the part came in. I waited several weeks and no call. I began calling every few days and was always told it would be “soon” or “a few more days.” After several months, the phone would just ring when I called and no one answered. If I was able to leave a message, it was never returned. My car is under warranty through Baierl Honda because I purchased it there. However, the warranty expires at the end of this year. I would like this issue to be resolved as soon as possible, and definitely before my warranty expires. Because it is an issue with the airbag system, I am unsure if my airbags are able to function properly right now. This has limited my driving and changed my travel plans for the past year. I would appreciate any help to get this issue resolved.

  Business response

  01/26/2023

  Unfortunately, American Honda has had serious part shortages due to the pandemic. We were able submit a critical order with Honda for the part. The part was due to be released yesterday and should be here no later than the latter part of next week. We will contact the customer as soon as the part arrives. 

• Initial Complaint

  06/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To secure an opportunity to purchase a 2012 Toyota Camray I made a $500.00 deposit to Baierl Honda. This vehicle was to be back in the shop on Wed. 06/08/22. I made this deposit on 06/07/22 with my BOA bankcard. The said vehicle was not available to be seen or driven on 06/08/22. We left and sought other options to purchase a vehicle. i have since called Baierl To process the return of the funds (which was made clear to me that they were refundable) with no success. My son spoke to the salesman who said the funds would be deposited on Friday 06/24/22. This is absolutely unacceptable.

  Business response

  06/29/2022

  I apologize for our salesperson not following store policy and not immediately having the customer's deposit returned. The attached receipt is the deposit being returned to the customer's card.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In January 2022 I had bought a 2017 Honda pilot from bairl Honda I had paid over 23,000 before taxes and over 25,000 after taxes three days after driving off the lot my transmission light came on I called the dealership they said that they would look at it for no cost just supplies to do a transmission flush I asked how much that would be and they told me $500 I called my transmission specialist and had it done I had 2 transmission flushes in a row done for $300 including labor I waited a few days and my transmission light came back on so I called the dealership again and told them that I had tried to resolve my issue myself they told me to bring in the car so they could take a look and told me that it needs a new transmission and that it would be just over $10,000 and that they were not willing to help me resolve the issue even though at this point it had only been one month after purchase .They kept giving me the runaround and would not even give me a rental car until I could figure it out I was a single mom and had spent all of my savings on a car that could fit all of my children in after going back-and-forth nicely I had to get a mean and that’s when they agreed to give me a rental car and see what they could do which was swap me into an even trade with a different car which was great ideally but they did not have anything to trade me I gave them from January 22 until the end of March 22 to find a replacement car and they didnt so I asked for a refund and they refused to do that option until again I was no longer nice then come getting my money back they only would offer me 20,000 back meaning I had wasted over $5000 I get that I won’t get my tax money back but I really would like the rest of my money just over $3000 back I don’t think it’s fair for a big business to take advantage of a single mom like me $3000 is a ton of money for me and only a penny for a big business like that. They also claimed that the safety recall was fixed and it it was not!

  Business response

  03/22/2022

  This was an unfortunate situation. Because of the possibility of expensive repairs we offer every customer the opportunity to purchase an extended service contract when they buy a used vehicle if the vehicle is eligible for coverage. This was a vehicle with a little over 100,000 miles so it was still eligible for coverage. The customer declined our offer. The customer drove the vehicle for over 3,000 miles during the time that she owned the vehicle. We made extensive efforts to trade the customer out of the vehicle but she declined all offers. As a goodwill gesture we purchased the vehicle back from her at a top of the market wholesale value even though the vehicle needed a transmission. There is nothing else we are able to do for the customer. 

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Baierl Honda on 10/19/2021 and I still have not received my registration. I have been calling them for months trying to resolve this issue and getting no where (they ignore my calls, transfer me to other departments, I leave voicemails with my name and phone number for them to return my calls and they never do.) Also about two weeks after purchasing the car it began to have a stalling issues and the car was covered under warranty and when I called to find out how to use the warranty they dodged my calls again and I had to pay over $200 out of my own pocket to cover the cost of the repairs that should have been covered under my warranty. They also did not give me any paperwork when I purchased the car. I took my car down to my local notary today to get it registered and the notary told me that there is no record that the car even belongs to me and that the license plate they gave me is for a 2019 Toyota Highlander. The notary told me that there is nothing they can do for me because there is no record that I even own the car.

  Business response

  01/25/2022

  The registration issue was caused by the state of PA. The plate on the vehicle is a new plate but unfortunately the state inadvertently issued the same plate to 2 dealers. The state is now aware of the issue and will be sending the customer a new plate. Our business office discussed this situation with the customer last week. The customer is free to reach out to the PA DMV with any questions or complaints. This situation can only be corrected by the state. The customer and the Chevrolet dealer that the customer took the car to were provided with the contact information for claims department for the 60 day limited warranty. Either that dealership didn't follow through with filing the claim or the repair wasn't covered by the warranty. I apologize if there was some mix up and the customer didn't receive all of the paperwork for the deal. I have instructed our staff to send the customer their copies.

*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. ↩