ComplaintsforBristol Honda

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a dodge rebel 2020 in February 2024. I was told it had minor damage and it was due to some paint damage and the passenger side mirror. In May of 2024 a woman hit my truck. I took my truck to *** ******** collision center and they found out that the truck bed had been glued to the frame. To fix the truck correctly the problems had to be fixed or they said it wasn’t safe to drive. I called Bristol Honda because the collision center told me if it would have been through a 80 point check before it hit the lot then it should have never passed. It also had an obvious exhaust leak that showed me no one ever checked this vehicle out. Bristol Honda told me that it passed a 160 point check and that I was on my own and that they couldn’t help me out. The gentleman I talked to said that they can’t never tell what the previous owner done to the truck and that they weren’t responsible. CPA states if the dealership misrepresents a material fact about a vehicle then the dealership is liable. They also didn’t honor the quality of the vehicle that they said was being sold to me. All I wanted was for Bristol Honda to fix the problems they should have originally found but instead they just dumped a $38,000 truck on me I feel never went through inspection. I have pictures and a statement from the collision center about everything I have said. If I would have known the issues with this truck then I would have never paid 38,000 because the damage would have killed the price on this truck and honestly I think that’s why they slid the truck through and just dumped it on me and now like they say it’s my problem

  Business response

  07/16/2024

  The vehicle Mr. ****** purchased from Bristol Honda was inspected and serviced here on site, and was not aware of any issues with the vehicle.  I have attached a carfax that was signed by Mr. ******.  There was minor damage reported to Carfax.  Also attached is a Buyer's Guide Signed by Mr. ****** stating that he purchased the Vehicle As-Is.  The other document I have included is a Bookout showing the vehicle's value the date it was purchased.  The retail value was actually 44,100.  Mr. ****** purchased this vehicle for less than the Wholesale Value of 39,475.  Bristol Honda is a One Price dealer, so every vehicle we have is priced to the market, taking condition into consideration.  With only minor damage reported to carfax, the value should not be affected.

  From my understanding, without the accident that occurred, the prior repairs may have not been visible. Bristol Honda can not guarantee prior repairs made to a preowned vehicle.    

  Customer response

  07/18/2024

  
  Complaint: 21951138
  
  I am rejecting this response because:
  The dealership failed to do its job duties and now it’s falling into my lap. I run a business and if I mess up something I fix it. It’s called good business but hiding behind as-is isn’t good business. I’ll have the documentation soon and post it. I have everything I need to take this further if Bristol Honda doesn’t want to take responsibility for there mistake and I have no problem doing it. This kind of business is what’s ruining America. Also they said if it wasn’t for the accident the issue would have never been known. No my bed split apart when I put a small amount of gravel in it for a dog lot but I thought dang they made this cheap I had no idea the bed was glued together. It was a blessing this lady hit me so I could get the truck fixed the way Honda should have. If my bed would have split with a full load and killed someone then would it still be as-is. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a 2017 Honda civic February 12th not even 3 months later the transmission went out. They tell me they are trying to help the situation as im a full time student paying 17k for this overpriced vehicle as it already had 115k miles I have texted the lady asking if we could add the price to my already car loan and I was left on read after she had told me when she gathered a solution she would tell me yet I’ve not heard anything from the man who sold me the car or her as she leaves my texts on read.

  Business response

  05/31/2024

  The vehicle ****** ******** purchased from Bristol Honda on February 12th, 2024 was a Honda True Used vehicle.  It was covered under warranty for 100 days or 5000 miles from the date of purchase.  The vehicle has not been back to our service department since it was purchased. I have attached the Buyer's Guide that was signed by ****** ******** and ******* ******** on the date of purchase.  It was sold as-is by Bristol Honda, however it was covered by the Honda True Used Warranty by Honda.  We also offer every customer the opportunity to purchase a Vehicle Service Contract, and I have attached the form that was signed declining to add any additional warranty.  Without having the vehicle in our service department we have no way of diagnosing the issue ****** claims to have with the vehicle.

  I have also attached a current Carfax Vehicle History Report.  On February 9th, we inspected the vehicle, replaced the front brake pads, changed the oil and filter, performed an alignment, changed the brake fluid, changed the transmission fluid, changed the coolant, and detailed the vehicle.  There is an inspection process that all of our vehicles go through before they are sold.  There is an additional inspection process that vehicles go through in order to qualify as a Honda True Used vehicle.  The services performed were required for the vehicle to be a Honda True Used vehicle.

  This vehicle was serviced at 120,951 miles a Lube Xpress #3 in Greeneville, TN.  It only shows that the oil and filter was changed, so I'm not sure who has diagnosed the vehicle as needing a transmission.  We also include free roadside assistance by calling the phone number that is displayed on our oil change reminder sticker that goes in every vehicle.  From my understanding the vehicle was over the 5000 miles it would have been covered by Honda when the issue arose.  ****** had reached out to one of our representatives to find out if she could increase her loan after everything was finalized.  We are only authorized to offer vehicle financing at the time of purchase.  If ****** would like to borrow additional money, she can reach out to the Credit Union she financed it with.  It may be possible to refinance the vehicle through them.

  Business response

  05/31/2024

  I also wanted to add something about ****** ********'s complaint that the vehicle we sold her was overpriced.  We are a one priced store, and every preowned vehicle we offer is priced to the market.  Every vehicle we sale is sold at Market Value regardless of who is buying the vehicle.  We have found that this is the fairest way of selling a preowned vehicle.  Anyone can purchase one of our vehicles at the advertised price no matter their age, sex, or income level.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased what was supposed to be a "certified pre owned" Honda Accord, the car was no way Honda certified as it already needs NEW STRUTS, have already had to sink over 400$ into the car due to "coil pack issues" that fixed the car for ONE WEEK, the car is no disabled yet again, with all safety and systems disabled, the car is junk. the car was misrepresented, we also were only given ONE key fob, per Honda, this car should have been given two keyfobs,

  Business response

  05/14/2024

  Customer purchased a 2020 model Honda Accord Sport at our dealership on 2/9/24. He was provided a Honda Manufacturer warranty for 100 days or 5000 miles. Customer was not promised a spare key according to our records provided on the We- owe sheet. Attached is the original certified documents and service done to qualify it for Honda True-used certification program. This checklist is provided that we did every effort to sell a mechanically sound vehicle. Honda true-used program is a manufacturer warranty customer was aware that the dealership does not provide warranty the "as is form" provided was signed on the date of purchase and customer was aware that vehicles will develop problems as they are driven. Customer brought his car for the first oil change provided for free by the Honda True-used program at 109591 miles. The vehicle was purchased with 100423 miles. It is my opinion that the vehicle was neglected by going over 9000 miles before changing the oil. Our service department recommends oil changes at 5000 miles despite the vehicle having a oil percentage meter. Customer complained that the honda app told him to change the oil and got it scheduled a few days later. We do not have any control over the honda app and should have been aware of the oil change interval by the oil change stickers we put in our vehicles which show 5000 mile oil change. on this date 4/04 no issues were present according to complaint. Customer brought the vehicle in for service again on 4/23/24 for complaints of suspension noise and check engine light. Technician found misfire on cylinder 2 and recommend changing coil packs to address issue. technician test drove and determined the vehicle to be operating correctly. The customer came back another date and service determined a cylinder 4 misfire and recommended changing the fuel injectors. The vehicle is outside the warranty window provided by Honda True-used certifiied program and the dealership is not liable. please view attachments and notes. 

  Business response

  05/17/2024

  We are currently working with Mr. ***** to remedy the issues that he has with his vehicle.  It did have a 100 day or 5000 mile warranty from Honda when it was purchased.  The issues that arose after it was outside of that window are not covered by Honda.  The injectors that need to be replaced are a wear and tear item that typically fail between 50,000 to 100,000 miles.  Our Service manager ****** ***** has spoken with Mr. ***** several times and has to agree cover labor and offer the parts required at our cost.  We have just asked that he amend his google review due to the fact that the issues he had were due to wear and tear to parts that aren't really covered by any warranty.  Please contact me if you have any questions at 423-968-5111

• Initial Complaint

  01/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife bought a 2024 CRV on December 28th. The dealer included a sticker addendum in the deal without her knowledge. When asked about the ***** PROTECTION PACKAGE, the salesperson could not explain the charge and claimed it included 'floor mats and mud flaps'. To me, ******** seems excessive for **** worth of extras and only serves to increase the dealer's profits while deceiving customers. Unsatisfied with the response, I spoke with the general sales manager, who also couldn't clarify the 'package'. When I insisted on an answer, he began yelling at me, ending our conversation. Upon reviewing the contract, it became evident that she was taken advantage of at this dealership. These actions seem to violate FTC rules regarding add-on charges. This deal should be canceled and rewritten with transparency. I informed Bristol Honda about this issue within 24 hours, but they have not taken any steps to resolve it, only yelling at me. I have requested the General Manager contact me, but this request has been ignored.

  Business response

  01/22/2024

  I called **** ****** in response to an email he had sent requesting more information about the CR-V that his wife purchased from us on 12/28/2024.  At the time ***** purchased the vehicle, **** was not present and is not listed as one of the owner's of the vehicle.  I explained the pricing of all our new vehicles and invited **** to come down and look at the Addendum that is affixed to all new vehicles that we have in stock.  I also talked to **** about how the value off all vehicles are currently inflated, including the CR-V that ***** traded in.  At no time did I yell at ***** however I did tell him that cussing me would not help anybody, and that what I was telling him was not what he referred to as ***********  **** then proceeded to hang up on me.  I trying reaching back out **** a few times after he hung up on me, but have not received any response at this point.  The price was clearly displayed on the vehicle before ***** made her purchase.  It is also on the Buyer's Order showing the figures for the new vehicle, the vehicle traded in, and applicable taxes and fees.  This Buyer's Order, along with all the necessary documents were completed on site, and all bear *****'s Signature. 

  Customer response

  01/22/2024

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

  1)  He DID NOT explain the issue to me, only that the ***** was for 'floormats and splash guards".  The 'protection plan' only servers to inflate the dealer's bottom line!

  2)  I did not curse him - he did yell at me and indicate that I was 'stupid'

  3)  I asked for a call-back from the GM, not him.  He refused to allow me to speak with GM.

  4)  When I indicated that they were unscrupulous and basically raped my wife on this deal, he got very angry and did yell - and I did disconnect after telling him to have the GM call me (which NEVER happened).

  5)  This has been reported to Honda, FTC and other entities. 

  I am NOT happy with their response, and I still believe they are underhanded.  I will not stop until this issue is resolved!
  
  Sincerely,
  
  **** ******

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  2 months ago my son traded into a different vehicle at Bristol Honda. We knew we were buying a used vehicle. The dealership told us they had worked on the vehicle and it was ready to sell, drive and was safe. The problem is that within 6 weeks, we took it to another reputable Honda dealership in the area to get an oil change and the mechanic looked over the vehicle. He found that all 4 tires were unsafe to drive over 30 mph, a missing motor mount, and a leaking strut, etc. They said it would cost about $1.500 to take care of all that. I spoke with a salesman about these concerns and he said there wasn't anything they would do to help. I emailed the GM twice and he never responded to my concerns. We have a video that the mechanic who did the oil change provided which shows all of these issues. We need help asap resolving these safety issues. Thank you.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a vehicle on 11/13. Dealership forced 3 separate add ons costing over $600 and included it in the monthly payment without telling us. I asked if the add ons were mandatory and they said yes. They stated they cannot be removed and we must pay for them. These are OPTIONAL products that we were forced to pay for. They bundled 3 products together and were not transparent about any of them. Paint protection - $189 Theft deterrent - $169 Key replacement - $295 I finally got the sales manager to refund us for 'key protection' however they said they could not remove the anti theft or paint protection because they already put them on the vehicle before we got to the dealership and we must pay for it. They stated they did this on every vehicle. These were hidden products added to the cost of the vehicle and should be removed if I wish so. The finance employee did not sell these products to us. He included them on the contract without telling us and said we must purchase them if we want the vehicle. This is completely unethical.

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/15) */ We at Bill Gatton Honda appreciate the opportunity to address your concerns in regard to the products that were included with the purchase of your New Vehicle. After the paperwork was completed we had agreed to issue a refund in the amount of $295 for key replacement. We are committed to our customer's satisfaction and have decided to issue a refund in the amount of $358 for the two other products that were already on the vehicle. We will issue the refund in the form of a check once the paperwork has been processed. The total amount that will be refunded is $653. Consumer Response /* (2000, 8, 2021/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the refund because it was morally the right thing to do

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