Complaints

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:06/10/2024

  Type:Order 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.

  My father was coerced into purchasing a vehicle .. He is 82 years old and has glaucoma. He went into the service department to find out what was wrong with the vehicle he had at the time. He was told by a sales rep that he should purchase a vehicle even after Lymon the rep was told by my father that he has glaucoma did not want the car and could not afford it. nor drive it due to his health. He was told by the dealer they would make it work and took advantage of an elderly man by altering his finances and ignoring the fact that he cannot see. I called to find some kind of resolve as it has only been 2 weeks. I was told by the extremely rude sales rep and the manager that it is not their issue and it takes more than 15 minutes to purchase a vehicle. They said it was not their problem and the deal is done.

  

  Business Response

  Date: 06/10/2024

  The client drove himself into the dealership. In service the sales rep talked to him  and he purchased the vehicle signed all the paperwork and took deliver of the vehicle. Several days later we  received a phone call from a lady who said  he did not want it.  Our policy is we can exchange it but they cannot return it.  Mr. ******* has bought  several vehicles from us from the same sales associate

• Initial Complaint

  Date:03/15/2024

  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.

  On august 19, 2023, I paid $500 down on a vehicle that was promised to be delivered by a certain date early September. I had stressed that I needed a vehicle as soon as possible as I have to work and go to many medical appointments. The date came and went and I did not receive the vehicle. I did not receive a call about an update. A week after the date of vehicle delivery, I called the dealership to see what was happening. They then informed me finally on the phone that the vehicle was late and won't be arriving for another 2 to 3 weeks. I waited again and again did not receive a call about late delivery. I went to dealership to complain to the manager but instead was meant with the salesman in charge of our case. We were told that vehicle would not be here until early to mid October. Instead of refunding the $500 deposit, they wanted to show us other vehicles that were not adequate for our needs or beyond our price range. We were upset and asked for our deposit back twice because they did not deliver on their product, nor did they contact us first to make us aware of the shipping issues. Severely disappointed in the customer service at Dick Brooks Honda.

  

  Business Response

  Date: 04/12/2024

  Each deposit will take has a signed nonrefundable deposit form, in saying that we do not have a refund policy.

  Customer Answer

  Date: 04/12/2024

  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. 
  
  There was no attempt made to resolve lack of customer service. I was fairly dissatisfied and the service that I was given. I was in need of a vehicle by a certain time frame.  I was promised delivery by a certain time frame that was adequate to me. When the time frame passed i called to find out the issue to learn there was a delay.  It should be the business practice to reach out to clients about any delays. I waited again for the new time frame and had to get a rental vehicle in the mean time which was an expense the business did not offer. I waited again for the new delivery date and no call was made for the new delay. All vehicles available were not in my price range and a compromise on financing could not be made.

  Due to the continued delay, lack of communication, and out of pocket expense I had to make to have a vehicle for work and medical appointments for my pregnancy is why I believe I am entitled to a refund of my deposit since I did not continue service with this dealership. I did not receive an adequate product or service that satisfied my needs. 
  
  Regards,
  
  ******** ********

  Customer Answer

  Date: 04/12/2024

  I am unsure if a legalized non refundable agreement was signed. I did sign a document for 500 dollar deposit on the intended vehicle I was to receive. I do not have a copy of the agreement. 

• Initial Complaint

  Date:09/28/2023

  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 leased a new CR-V from Dick Brooks Honda on 9/21/2023. I did not realize that there has been an ongoing issue with the CR-V and visibility at night due to the headlights. This is a design flaw, and hasn't been corrected over the years. If I'm driving up or down a hill at night, my visibility is only about 20 feet in front of me. I was driving a few nights ago and came up on a parked car in the median of the road, and literally did not see the car until I was right up on it. There was a pedestrian walking on the sidewalk close by to the car, and I did not see him until I was almost level with him. I called Dick Brooks Honda to request the headlights be adjusted, or to get me out of the lease, as I am afraid to drive at night (I do a good bit of night driving to get to my job). I was told that the headlights can be adjusted, but they come from the factory set correctly and shouldn't be adjusted. The salesman asked me if I had been to the eye doctor recently, and if I needed new glasses, because he had never heard of this issue happening before. My boyfriend was in the car with me when we noticed the headlight issues. He has 20/15 vision, and had the same issues seeing in this car as I do. My salesman told me that I can't just turn in the car, but I could trade it in or buy another one. I want out of this unsafe car, and into a vehicle of comparable size but that is safe to drive at night. I am afraid for my life to drive this car at night because of the visibility limitations. I have looked online and found multiple complaints about this same issue from other CR-V owners. To be insulted, on top of everything else, that my vision is poor and that is the reason for the visibility issues, is unacceptable. I traded in my previous lease for this new lease, and the dealership is stating that I cannot give the car back and get something else that is safer to drive.

  

  Business Response

  Date: 10/04/2023

  The customer contacted *** ****** Honda not Dick Brooks originally about the headlamps and was told by them that the headlights would not need adjusting, and if they  did they would charge her.  I contacted the client after receiving the BBB complaint and had them come in the very same day and adjusted the  headlights to the factory specs.  The customer left satisfied!!! 

  Customer Answer

  Date: 10/04/2023

  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.  I did not leave the dealership satisfied, but cautiously optimistic pending driving at night to test the headlights.  I have not yet fully tested the headlights to my satisfaction, but so far there seems to be some improvement.
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:04/06/2023

  Type:Product 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.

  Purchased a vehicle that became unsafe for me to drive within a month with less than 700 miles on it. The business stopped communicating with me and I had to find my own transportation for the last month and I’m still making my payments towards the car

  

  Business Response

  Date: 05/31/2023

  This complaint in my opinion should've been addressed to the dealership that is servicing the car.  But with that aside we reached out to that dealer for help.  The good news is that they have provided transportation to the client.  If the client in the future has any problem with her car please bring it to us and we will take extreme care of it.  We at Dick Brooks do not want any client to be need of transportation especially when we are in the business of providing it.  If I can be of help in any way call me on my cell at 864-******** *** ********.

   

   

  Customer Answer

  Date: 06/01/2023

  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. 
  
  Regards,
  
  ***** ****

   

  I attempted to make contact with Caleb D******* and never heard back until May 19th. The first issue occurred March 8th and I’ve been without the Honda all but one week since then. Never was I offered a car. The local dealership offered me a loaner approximately two weeks ago. I’ve been paying a car note and insurance on a car not in my possession. It feels like Dick Brooks Honda wrote me off because I did not finance my car through them and received the money upfront. I do not feel comfortable even receiving the car back since I’ve been driving each time the dashboard went out on me.

• Initial Complaint

  Date:02/22/2023

  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.

  In December of 2018, I purchased a used 2016 Honda Pilot EXL from Dick Brooks. I purchased an extended warranty also. When I test drove the car the transmission was jerking. I was told that it was a known issues and to bring it back the following day for to be flushed 3 times and a system update to be done. After that car still had issues. I had my transmission replaced in October of 2019 at 106k miles by Dick Brooks under the extended warranty I purchased with my car. Since that transmission was replaced I’ve had numerous of issues with the transmission. I’ve had to flushed 3 times and it also was leaking. It’s now Feb 2023 and not even 100k miles later my transmission needs to be replaced. I’ve flushed the transmission twice since I’ve had this transmission. I called American Honda to see if they would goodwill the transmission since this would be my 3rd transmission. I took my car to my local dealership and found out Dick Brooks replaced my transmission with an aftermarket rebuilt transmission without my knowledge. I called Dick Brooks and they are refusing to help me in this situation and states my paperwork when I purchased the extended warranty states rebuilt aftermarket products. The general manager even went as far as hang up on me when I’m trying to get this resolved. Now, Honda cannot goodwill a transmission that came from the junk yard. I took my car to the dealership for correct repairs not for a junk yard transmission that has leaked and now needs replaced with less than 100k miles.

  

  Business Response

  Date: 03/01/2023

  ***** ****** BOUGHT THE  VEHICLE  WITH ROUGHLY 82000 MILES  AT 84000 MILES WE PREFORMED A TRANSMISSION FLUSH AND SOFTWARE UPDATE DO TO THE CLIENT SAYING THE TRANS WAS JERKING.(AT NO COST EVEN THOUGH IT WAS OUTSIDE OF WARRANTY 1000 MILES OR 30 DAYS)   THEY BROUGHT THE VEHICLE BACK AT 106000 MILES FOR THE SAME ISSUE AND WE REPLACED THE TRANSMISSON UNDER WARRANTY FOR NO COST  AT THE STANDARDS OF THE WARRANTY COMPANY. THE CLIENT THEN FOUND OIL IN HER DRIVEAY AT 132530 MILES AND WE REPLACED THE O-RING AT NO COST.  WE HAVE NOT EVER SEEN THIS VEHICLE EXCEPT FOR THESES THREE TIMES.   THEY CALLED BACK IN WITH MORE PROBLEMS 5 DAYS AGO AND I ADVICED HER THAT IT WAS NOT UNDER WARRANTY AND THAT WE WERE NOT PAYING FOR THE ISSUES.

  Customer Answer

  Date: 03/01/2023

  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. 
  
  I brought the car back the very next day after purchase to you all the be repaired because you didn't even received my down payment yet. It must not be documented to cover this trail of selling a car with a failing transmission. I came back the 2nd time to have the transmission flushed and again to finally get my transmission replaced with Dick Brooks. Dick Brooks installed a transmission from the local junkyard doing the “no cost” replacement. I paid for my extended warranty through Dick Brooks so I paid for that transmission repair to be done correctly with OEM transmission. American Honda states they cannot find in the car records where Dick Brooks did not install an OEM transmission. They could find the Transmission work order which does not state aftermarket like they require. They did not documented like it was. We didn't find out until ******** Honda where I normally go that's local to me discovered the problem. American Honda filed formal complaints against this dealership for not documenting a junk yard repair and no documents of me signing off and repair like American Honda states is required. I believe Dick Brooks is responsible for repairing my transmission with the correct OEM transmission I’m owed instead of the deceitful business practice of switching to lower the repair cost and giving sub performance. I haven’t even received 100k out of the 2nd junk yard transmission. 

  
  Regards,
  
  ***** *****

  

  Business Response

  Date: 03/15/2023

  We put exactly the right transmission in the vehicle that the warranty company allowed. We do not dictate the transmission that goes back into the vehicle, we only install.

  Customer Answer

  Date: 03/15/2023

  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. 
  

  I was not informed of a transmission from a junk yard being installed in my car nor did I sign any forms stating an aftermarket. American Honda has no record of this junk yard transmission when pulling my VIN which Honda states should be there with information of me signing off on a junk yard transmission. Which is none of the above. Not even a NPO was done. Your company did a bait and switch with me. I expected a Honda transmission from the Honda dealership. If I wanted a junkyard transmission, I would have went to the junk yard not the Honda Dealership. I want my car to be repaired how I expected it to be from when I purchased it from the dealership in 2018 when you lied to me about your wife’s van that now don’t exist having the same issue. This dealership has been fraudulent since I walked in the door in 2018.

  
  Regards,
  
  ***** *****

  Customer Answer

  Date: 03/20/2023

  What information would I have besides the receipt of the work being completed with in I already attached to this complaint. That’s the issue here. No paperwork stating this is a junk yard transmission. Not even American Honda can find this information by looking up my VIN number and going through dealership documents. It was done as a normal Honda transmission replacement.