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:04/07/2025

  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.

  On March 26, 2025 we purchased a 2016 Honda odyssey with 83k miles. We contacted Mr. ******* our salesperson the following Monday about returning it or getting it fixed as it started having gear shift issues. Mr. ******* replied that he would see what they could do. He has since ignored us. We contacted the service department on Friday April 4th, 2025 and left a message. We have had no call back. We have contacted the sales manager with no call back. We took it to a transmission mechanic and the engine cylinders are misfiring. Airport. Honda sold us this as used certified and their paperwork states the engine meets standards, which was clearly a lie. I feel we were scammed out of our money and I just want it back now at this point. We paid cash and want that cash back as this has been a very frustrating process of being ignored to even attempt to have them look at and reinspect the vehicle. I assume by them ignoring me they knew they sold me a lemon.

  Customer Answer

  Date: 04/10/2025

  Per the businesses request to settle I want to withdraw this complaint. 

• Initial Complaint

  Date:01/07/2025

  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.

  I am contacting you in order to seek your help. I have tried to work with Airport Honda and we cannot come to an agreement. In April 2024, I purchased a new Honda CRV from the Airport Honda Dealership located at 2844 Alcoa Hwy Alcoa, Tn 37701. I noticed in September that the car had a defect in the paint on the front grill and some on the car as well. I went back to the dealership thinking they would make this right by me and I might be inconvenienced by not having the vehicle for a few days. When I showed them the defect they stated it was probably from the sunlight reflecting from my home windows. I assured them I have lived in the same home for 33 years with numerous cars sitting in the same spot and none of my other cars have experienced melted paint. I contacted Honda corporate office and they supported the dealership. The case number for that is 15129086 and the point of contact was a representative named Destiny. My vin number is ***************** Type: MVP I would like for the dealer to stand behind their product and correct the imperfection on the car. I bought a brand new car, not a used one. In addition there are two recalls on the vehicle and I am afraid to take the car back to the dealer to correct for fear of retaliation because I complained on them. I am a senior citizen and I am asking your help in this matter. Here are some pictures of the car. I would appreciate any help you can provide.

  

  Business Response

  Date: 01/07/2025

  The problem is coming from parking near a low E window and the reflection is getting so hot it melts the paint.  ***** contacted American Honda and they checked it and they decided that this was caused by the Low E windows at a location where she has been parking.

   

  ***** *****

• Initial Complaint

  Date:11/18/2024

  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.

  Bought on March 25, 2024. Paid $16,270.00. Salesman told me the car had no problems. first week I had to replace a headlight bulb, salesman told me I had to pay for the bulb. Then I had to replace the battery. Then the oil light kept coming on and I saw there was oil in the radiator and the overflow. Then I was told that the oil in the radiator cracked the head gasket. Airport sent me to Grayson Subaru and they said the warranty Honda sold me does not cover the problem. I am 73 ears old and the salesman (**** *******) knew that and knew that my sister is in a nursing home and is dying and that I needed a reliable car. I think I should be given another car that is NOT already broken.

  

  Business Response

  Date: 11/18/2024

  MS ******** did buy a vehicle from us with a limited warranty. 

  I am not sure if the failure is covered or not but will be glad to look at the vehicle and see if it is a covered item with the warranty company.

  Not sure where the $16000 is coming from. She only paid 14501.09 including taxes and warranty. We had to stay within her budget to help with the purchase.

   

   

  Customer Answer

  Date: 11/25/2024

  
  Complaint: 22571122
  
  I am rejecting this response because:

  I bought a Subaru from Airport Honda, in Alcoa, TN. When I got it home I found there was oil in the radiator overflow. I did not know  that oil in the radiator ruins the engine. When I went to Airport Honda and spoke to ***** ********, Sales Manager, he said it wasn't their problem, I had to take it to Grayson Subaru in East Knoxville. *****, at Grayson Subaru, said the warranty that Honda sold me does not cover the radiator and seals.

  The salesman knew I needed a reliable car because, as I told him several times, my sister is in a nursing home DYING and because I was sold a bad I have not been able to go see my sister very often. I could not afford other transportation because I am 73 years old, on a fixed income and spent what I could on a car that is broken.    I have spoken about a dozen people who says that they were cheated by Airport Honda or know someone that was cheated by Airport Honda. 

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

  

  Business Response

  Date: 11/26/2024

  Ms ******* purchased the vehicle 8 months ago. Obviously we can't predict what will happen to a vehicle in that time. 

  If she would like to try and trade out of it we can try that. I will also be happy to repair the vehicle at a discounted rate to her.

• Initial Complaint

  Date:11/18/2024

  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.

  At 34 weeks pregnant (Aug 21, 2024), my husband and I came to airport Honda to trade in my 2018 Honda Civic for a reliable suv for our baby and two dogs. We paid cash for a 2017 Ford edge valued at $15k. My civic was traded in for $14k. We also purchased an extended warranty on the vehicle which covers engine replacement. The very next day, the engine light came on. We took it back to airport Honda for them to fix the issue. They gave it back after the weekend, saying the issue was fixed. We didn't even leave the lot before the engine light came back on. They still have the vehicle today explaining it needs a new engine and we need to pay $1500 for the new engine since Ford contested the claim saying it was a preexisting issue. The whole 2.5 months, I've had to call continually to get updates and often left VMs with no return calls. We now have a 6 week old baby and are left with only one vehicle. They won't trade in the edge for the same $15k value we purchased the vehicle for. They say it has depreciated 5k and will only find cars with a 10k value for a trade in. This does not leave us with good options for a reliable vehicle. We do not believe we should have to invest any more money for a new used vehicle after we purchased this car trusting that they would provide a reliable car for us. This car was sold to us when the company failed to inspect the vehicle properly.

  

  Business Response

  Date: 11/18/2024

  We are in the process of helping trade the vehicle.

  What we have currently doesn't work for their budget. We are actively looking for a replacement car for them. 

  We understand the need and are trying to help with the issue.

   

  Chris

  

  Business Response

  Date: 11/26/2024

  We could not find a replacement for the customer. We are repairing the vehicle for the customer at no charge to them.

• Initial Complaint

  Date:01/16/2024

  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.

  On 9/22/23 I met with **** (sales) at Airport Honda (AH) & asked for an out-the-door price on a car he told us AH was having built. He didn’t provide the price at that time, and actually, never provided an out-the-door price. We put $3,000 down via Visa. **** never told us the deposit was non-refundable. He asked us for our SSNs while preparing paperwork. I asked him why he needed our SSNs and he said they were needed to buy a car in TN. I noticed there was no VIN or Stock Number, or “To be delivered on or about date” on the contract. I asked about the high price & was told there was a 15% upcharge from the MSRP because of high demand, and shortage of cars. He said the upcharge was a common practice amongst all dealerships. When we arrived home, I found there was a plentiful supply of the CR-Vs in stock on dealership lots, the 15% upcharge was not a common practice, and SSNs are not required for car purchases in TN. At 9 am the next morning, when Airport Honda opened, I contacted **** and told him I wanted to cancel the contract and get a refund of my deposit. He told me that TN had a “No cooling off law” and that the contract was binding and my deposit was non-refundable. I told him I wasn’t familiar with TN law, but in KY (where I originally was from) there was a 3 day cancellation law. He then told me we weren’t in KY. I texted him a copy of TN Code 47-18-5520 (Cancellation of an Agreement) @ 9:51 am and also sent a text message to him at 9:53 am that said “Cancel our contract we signed yesterday. The deposit charge has been disputed.” I took the matter up with managers & requested three things. 1. Airport Honda acknowledge that my wife and I no longer had an agreement/contract with them. 2. The $3,000 deposit be returned. 3. Any copies of files containing our SSNs be destroyed. They have not advised the contract has been voided. They would not refund my deposit, and gave me no assurance records would be destroyed.

  

  Business Response

  Date: 01/19/2024

  The ******** were well aware this was a non refundable deposit for an ordered vehicle.

  We don't have VIN#s until the vehicle are built and can't supply one until then. We couldn't produce a delivery date because of production and they were aware of that also.

  We had no additional terms for the back at this point.

  We furnished the price of the vehicle, they know that was plus taxes and tags only.

  INBOUND means they are buying from our on order inventory not stock.

  This is a legal sale and we didn't do anything wrong and kept our end.

  I can provide the signed buyers order if needed.

  Customer Answer

  Date: 01/19/2024

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

  Neither my wife nor I were advised by the salesperson the deposit was non-refundable. I have attached a copy of the Buyer’s order.  Before signing the order, I observed where the deposit was listed in the lower right corner of the order but did not observe where it was listed above (outside of the amount column) as a $3000 partial payment non-refundable.  I would not have signed the agreement if I’d known the deposit was non-refundable. 

  I am quite certain Airport Honda had a purchase order number from the Honda factory or some other identifier for a car they had already ordered Honda to build. Their website often lists vehicles ordered from the factory as “coming soon” along with their stock numbers. If, on the agreement they actually say the vehicle is INBOUND, they should at least have had an estimate on when the vehicle would come in, yet they don’t list a “to be delivered on or about date”.  They have received several vehicles matching the description on the Buyer’s Order after the order was signed and have sold them as they came in.  Airport Honda has continually refused to say the contract was cancelled; however, I have never received any notification from Airport Honda that the INBOUND vehicle they say I ordered has come in.  Without a VIN or other identifying number, Airport Honda could sell vehicles matching the description on the Buyer’s Order as they came in without honoring our contract.

  2021 Tennessee Code, Title 47 Commercial Instruments and Transactions, Chapter 18 Consumer Protection, Part 55 Uniform Debt-Management Services Act, TN47-18-5519. Form and Contents of Agreement states an agreement MUST:
  1. “be dated and signed by the provider and the individual” (the buyer’s order was neither dated by the provider or the individual),
  disclose “the amount, or method of determining the amount, of all fees, individually itemized, to be paid by the individual” (the amount of all fees to be paid by the individual were not itemized),
  2. “provide that; the Individual has a right to terminate the agreement at any time, without penalty or obligation, by giving the provider written or electronic notice. (at the bottom of the buyer’s order it states “Purchaser agrees that the Order on the face and reverse side hereof and any attachments hereto include all the terms and conditions”).  We were not furnished the reverse side of the buyer’s order.  
  3. state “The provider will refund all unexpended money that the provider or its agent has received from or on behalf of the individual for the reduction or satisfaction of the individual’s debt.”  Airport Honda has refused to honor the agreement or refund the $3,000 deposit.

  4. state “An agreement may not; Contain a provision that restricts the individual’s remedies under this part or law other than this part.”

  It seems Airport Honda just wants to pick and choose the terms of the agreement they want enforced, while ignoring the rest.  Either the contract is legally valid and complete, or it’s incomplete and not legally valid. The way I read the contract if it’s legally valid, the total price of the vehicle out-the-door (which is the price information I repeatedly requested and what is listed on the agreement) was $45,645 less the $3,000 deposit.  Taxes and license fees were obviously waived in the agreement, or they would have been listed in the appropriate place on the agreement. I am willing to agree to that, if Airport Honda is willing to pay reasonable rental fees (approximately $6,000 if everything was resolved today) to me from the time they received the first vehicle that met the description in the agreement and the time I will receive my new vehicle meeting the description. PS- I was able to obtain out-the-door prices from other dealers immediately none of which included a 15% upcharge.

  The salesperson lied to us when he said the Social Security Numbers were required when purchasing a vehicle in Tennessee.  He did not advise us the $3,000 deposit was non-refundable.  He lied to us when he said “the 15% upcharge from the MSRP was because there was a high demand for, and a shortage of these cars”, further he lied when he said “the 15% upcharge was currently pretty much common practice amongst all dealerships”. 

  I called Mr. **** at approximately 9:00am on 9/23/23 and advised him I wanted to cancel the agreement.  He advised me I had a binding contract and couldn’t cancel it, and that my deposit was not going to be refunded. I told him that when I lived in Kentucky, where I was a police officer years ago (retired in 1992), there was a 3 day contract cancellation law.  He advised me “you’re not in Kentucky”.  Minutes later I sent him a copy of TN 47-18-5520 entitled Cancellation of Agreement.
  In accordance with TN 47-18-5520, at 9:53am I cancelled the agreement by electronic communication (text) to ***** **** approximately 22 hours after the agreement was signed.  The exact quote of the text was “Cancel our contract we signed yesterday. The deposit charge has been disputed.”

  Airport Honda was not out any money at the time I cancelled the order, and I did not have them order a specific vehicle for me.  The vehicle had already been ordered by them for their inventory.  At the time I asked them to cancel the order, the $3,000 deposit had not posted and could have been cancelled without a service fee.  
  I was a loyal customer of Airport Honda’s for almost 7 years.  Apparently, loyalty means nothing to them.
  

  There are two fair and reasonable solutions to this issue I can agree to:
  1. My $3,000 deposit is refunded, I get an acknowledgement the contract is cancelled, and any hard copies and electronic copies of our SSNs are destroyed.  Or,
  2. I will pay the total out-the-door price ($45,645 minus the $3,000 deposit) minus rental car fees to rent a CR-V AWD Touring hybrid from the time Airport Honda received to original car I ordered until the time they deliver my new CR-V.  If they delivered tomorrow, it would likely have been in excess of 90 days.
  
  Sincerely,
  ****** *******

• Initial Complaint

  Date:10/17/2022

  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.

  i bought a 2017 Hyundai Santa Fe Sport, i had the vehicle 3 days when it tore up. I contacted the dealership they sent a technician out to get the car and brought a loaner to me, they kept the car 2 weeks and called and said it was ready. I drove the car 2 weeks and the oil light came on, i contacted the dealership and told them what had happened, also the car was missing. I went to the dealership last thursday and they said there is nothing they can do, when the tech picked up the car the first time it was also a quart low on oil, when i called and told them that the oil light came on, i had to add 3 quarts of oil. This past friday evening the oil light came on again, it was 3 quarts low again. Last thursday when they checked it out it was again 2 quarts low on oil. I contacted them again this morning and ask them to work with me and again nothing. I am a single mother raising 3 boys and this is my only means of transportation, i can not afford for it to tear up and i can not continue to put 3 quarts of synthetic oil in it every week.

  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/19) */ We had Ms ***** in here on 10/18/22 with a few options. 1- We tried trading her out of the vehicle. That didn't work for her budget. 2-we were trying to get warranty to cover the problem but that required some up front work. We told her we would pay for half of that and if warranty covered the repair she would get her half back. She wasn't happy with either option.

• Initial Complaint

  Date:07/19/2022

  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.

  On june 16 I purchased a 2016 mistibishi outlander for 20,800. I left the lot and a mile down the road transmission lights start flashing and its stalling out. They have to come get me. Put it on diagnostics and 15 mins later tell me its a module. This car was never checked out. I tell them if it transmission I do not want it. On mon they call and say its transmission. They can trade me out for another car. They had a nissan rougue come in 3 days later. So they said they would trade. I recieved a text message from saleman on july 15 that they sold the rougue. Ive left voice messeges to GM ***** ***** at airport honda, & the owner ****** *****. They still have the mitsubishi , the salesman ***** ******** says there putting a new transmission, ( which I question) I paid to much for this vehicle to have a bad transmission, I have also just got the runaround, they have my money and the car. Id just like my money back , since they have been decietful and poor customer service. Id like to move on with my life

  

  Business Response

  Date: 08/10/2022

  Business Response /* (1000, 5, 2022/07/19) */ Ms ******** did unfortunately have an issue with her vehicle soon after leaving. The vehicle was test driven prior to the sale with no issues at all. The problem occurred after delivery. She did purchase an extended warranty which typically will not repair in the first 30 days. The fact that the vehicle WAS inspected prior to going to the lot is the reason they decided to do the repair. We have also made sure that she has had transportation while vehicle has been in the shop. The first diagnostic did show a module and then a transmission. As with anything there is a time that something actually does breakdown and with this vehicle it was on her way home. We have done everything we can to keep her happy in regards to repair and loaner vehicle. If she wants to trade once the repair is complete we can look at it and see how that would look. Due to supply chain issues it has taken some time to receive all the parts, It looks as though the vehicle will be completed toward the end of the week. Her warranty only allows for 5 days rental we got that extended to 10 and the rest is complimentary from Airport Honda. She has continued to trash us on social media over and over. We will repair her vehicle and hopefully she can pick it up at the end of the week. Consumer Response /* (3000, 7, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The vehicle was test drove on the back access road due to construction. Which I was never able to go over 40ish miles per hour, so when I left the lot and got it to 50 less than a mile away is when it starting breaking down. I went to a reputable dealership & The car seemed like a good car. I have text messages from my salesman that they would trade it out for another vehicle, a nissan rogue had come in 3 days later and have messages agian stating I could be traded out for that it could be an extra cost, but I liked it and said i would like to trade it for the rogue. I was told I couldnt trade til the car I bought was fixed and would be held for me. I got a text on friday july 15 saying it was sold. Ive have called GM and owner to discuss thos so that I can get a clear answer on how we could just get this resolved, neither have reached out. I was given a rental after 7 days of no car. I also have went on media and gave my honest review If they would have reached out in the beginning of this and at any time this could have been resolved. This could have been very easily done. Business Response /* (4000, 9, 2022/07/20) */ The vehicle should be finished this week if no more parts issues are encountered. Ms ******** can pick the vehicle up at that time and if she wants to trade we will do our best to accommodate her. Its unfortunate that these things happen but they do and in this case we are able to get the vehicle repaired without cost to the customer. Consumer Response /* (2000, 11, 2022/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I would like to look into trading vehicle, I understand thos can happen with vehicles. I was disaapointed, of the customer service, and the runaround I recieved. Im trusting this will be resolved and will change my review when it is.