ComplaintsforHonda Kingsport

• Initial Complaint

  10/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  October 3rd, 2022 To who it may concern, I am writing to give notice of a severe complaint concerning my recent vehicle purchase at Honda of Kingsport. On Monday, September 19th 2022, I found what I thought was a 2021 Toyota 4runner TRD Off- road at Honda Kingsport. My sales person,, got my approval and we agreed to finalize the deal after work at around 6pm. I was on my way to Honda when called to notify me that their computer systems would be down so it would have to wait until Tuesday. Later that evening, I was looking at the vehicle online, and realized the ad stated the vehicle was an SR5, but the pictures displayed a TRD. I did not trust continuing the purchase with vehicle due to the errors in the ad and the uncertainties. Therefore, I started looking at other vehicles on Honda’s website. From Honda’s website, I found the vehicle that I eventually purchased; a gray 2021 TRD Off-road premium. The vehicle was located at Johnson City Toyota, so I asked to arrange transferring it to Honda. On Tuesday, September 20th, Honda management contacted Toyota about the car. Toyota said they didn’t have it at their lot yet. They just purchased the vehicle and said it would arrive in the next day or 2. Based on all of the information stated in the ad about the vehicle and knowing it would be there by Thursday, September 22, I decided to finalize the purchase. I had already test driven almost the exact vehicle, and according to the ad, it contained all of the features I wanted, including new mud/snow tires and keyless remote start. I was completely comfortable purchasing the vehicle entrusting Honda to take care of me properly, especially with their 5 day exchange policy. I made an appointment with to finalize the deal on Tuesday, September 20th between 5:30-6:00 pm. She assured me that all the paper work would be ready and that it would not take much time. I got there at 5:45 pm. I did not leave there until 7:30! I understood that they had a new computer system and that they were having issues, but I lost 2 hours of paid work time, sitting there waiting. My time is extremely valuable to me. As of Thursday evening, the car still had not arrived and the Honda managers would not do their due diligence to find out the exact true delivery date. All I wanted at this time was a date. Friday morning, I called Honda and spoke to a GM. He quickly addressed my concern and was able to confirm that the car would be delivered that afternoon to Toyota (Johnson City). He then told me that it would be transferred to Honda and they would do their inspection and assured me they would fix anything that was needed. He said it would probably be ready for pickup on the following Monday (September 26th). However, that was not the case. Later Friday afternoon, a car sales person,, called me and said the car was delivered and that Toyota would be finished with their inspection by 5pm (Honda told me they would do the inspection). Therefore, we made arrangements for to pick up the car from Johnson City Toyota and deliver it to me at work in Bristol, TN. After picked up the car, he called me to say he was going to take it through the car wash and then bring it to me. I immediately thought it was strange that he had to get it washed. When he arrived, the car still had writing (in marker) all over the windows, it had not been detailed, it was missing a hub cap, missing a floor mat, there was damage on the right rear wheel fender, no mud/snow tires as started in the ad, no remote start as stated in the ad, numerous paint chips and deep scratches, and a dent in the driver’s side door. He handed me 1 generic key (not Toyota), which I was expecting 2 keys. The very next day (Saturday, September 24th), I called and talked to, a sales manager. I told him how disappointed I was and that I just wanted to exchange the car. He went on and on about how that would not be possible (for multiple unjustifiable reasons), which really upset me. I felt as though he just didn’t want to deal with it. Exchanging the car was promised in writing when I purchased the car. At this point I felt very used and betrayed, but I remained optimistic and patient. He asked me to come to the dealership so that he could inspect the car and he would do whatever he could to help. We drove an hour to the dealership that day. was not available to help as promised, so another manager,, tried to help me. He listened to my concerns but could not address them all. He said that the ad on their website was controlled by a third party company and that he was not responsible for any mis-information. He did at this time offer to help me trade the car, which is what I wanted to do. He said that I would have to have very strong credit to do such (my credit wasn’t as strong as he said it needed to be, > 720). I again, felt betrayed. Having very strong credit was not part of the written exchange agreement that I signed!!! As a result, he refused to replace the tires, which were very worn highway tires (not mud/snow), refused to add the remote start and refused to replace the generic key with 2 Toyota keys. These were very important features which influenced my decision to purchase the car. He did promise to have his shop go over the vehicle completely mechanically and fix any mechanical issues. He also promised to replace the missing hub cap, replace the missing floor mat, fix the wheel fender, touch up all the scratches and paint chips and fix the dent. I compromised and trusted we would keep his promises. Therefore, I left the car there that day so that they could work on the repairs that week. My sales person,, told me on Thursday, September 29th, that the car would be ready for pick up by 2pm. I arrived around 3 pm and the car appeared to be in the same exact condition as when I left it (5 days prior). There was some paint touch up on the hood, and they tried to paint the plastic fender wheel, but just made it worse. It needed to be replaced. They also only detailed the front half of the car. They ignored the cargo area. After discussing my concerns with 2 different managers, finally came out and promised again to fix everything. We arranged for me to drop the car off again on Tuesday, October 4th. Today, Monday, October 3rd, I was discussing the situation with and asked her to provide all the maintenance records and detailed features that my car contains. I never received any information about my cars features (as I previously asked) and I was concerned because said the features stated on the ad were not always correct. This was the 2nd time that I asked Honda to provide this information. said she did not have any maintenance records, which was very concerning. She then told me that they did not go over the entire car like had promised. They only looked at one small issue I had. She still has not provided a document containing my car’s features. I need to know what my car has! At this point, I have no trust or confidence in the managers or the company to keep their promises. I have be lied to and betrayed repeatedly. I am not wasting anymore of my time driving back and forth to Honda just to be disappointed. I have been very calm and patient until today. I purchased a vehicle at showroom price and expected to receive a vehicle at showroom condition. This vehicle was priced approximately $3000 higher than all comparable vehicles in the area that were almost flawless! Instead, I received a vehicle at poor auction condition. If I had paid the auction price, this would have been fine, but I didn’t. I also purchased the vehicle knowing that I could exchange it…100% satisfaction guaranteed. However that was a 100% lie! I am very kindly asking for this situation to be rectified in my favor, either by adding all missing features (stated in the ad) and completing all repairs, or by compensating me accordingly. I paid a lot of money for this vehicle in this poor condition and did not deserve to be treated in this manner. Kind regards,

  

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/07) */ We regret this got as far as it did so please accept our sincerest apology. It is my understanding that our management team is taking care of the concerns. Please let us know if this is not the case.

• Initial Complaint

  09/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Everytime I am scheduled for an appointment for service, we sit and wait half a day to be told the parts aren't there. We don't live in Kingsport and making multiple trips is costly and inconvenient. Furthermore when you purchase an extended warranty they should be a little more accommodating. They are all about selling a product but apparently can't back it. Today 9/3, we had an appt at 10:30 to be told at 2 that parts wasn't available. From someone who works Monday thru Friday and has to drive an hr to service location this is more than aggravating and something needs to be done. This isn't the first time its happened to me and hard to tell how many others.

  

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/09/07) */ Please accept our apology for making it much more difficult to get service than it should be. Reading this shows we've got to do a better job of communicating especially given the crazy supply chain issues all industries are having to deal with these days. Our service manager will reach out to you to ensure this never happens again and we'll make certain our communication is stellar moving forward. He will work with you to get your vehicle fixed. Again, please accept our apology and we'll get this resolved quickly. Consumer Response /* (3000, 7, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been trying to contact them over this issue all week and only keep getting transferred from person to person and listening to excuse after excuse. Finally did get out of one service tech the part was never ordered. This place is horrible and does not do what they say they are going to do. I wouldn't recommend them to no one. The service manager called and left me a message and I have tried calling back several times, even a lady said he was on another line and then transferred me only for him not to answer. Left a voicemail and 24 hrs later still no return call. Business Response /* (4000, 16, 2022/10/07) */ Thank you for sending this over to me but I missed the notification. Our team has been in contact with the customer who appears to be happy at the moment. Consumer Response /* (4200, 18, 2022/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appear happy? Because I was sold an extended warranty and given the run around. I no longer have the car because I got tired of getting the run around from a bunch of clowns that don't know what they are doing. I will never buy another vehicle from this place, nor will I recommend them to others. Absolutely the worst customer service I have ever encountered. Business Response /* (4000, 20, 2022/10/10) */ We truly are sorry for how all this has been handled. It appears the customer has sold so we are not sure what else we can do to help the situation but would be happy to discuss.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date: 17 February 2022 Sale of 2018 Dodge Ram 2500 for agreed upon price of $44,250. Seeking payment for the difference in the payoff and agreed upon price of $44,250 which is $15,325.06 It's been 2 weeks now and still have not received any payment even though payoff was completed and title was sent out on the 24th of February 2022 by Capital One.

  

  Business response

  03/22/2022

  Business Response /* (1000, 5, 2022/03/03) */ Two Whom It may concern: Historically we've not paid for vehicles without the title. Recently, assuming we have all our paperwork in order, will pay for vehicles with payoffs. In this case, we have already paid the customer the money for the difference in the payoff and purchase price. Please let us know if there is anything else we need to do. Warmest regards, Russ RogersGeneral Manager Consumer Response /* (2000, 7, 2022/03/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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