ComplaintsforAutoNation Honda West Knoxville

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reported to ******, ** ****** ****t and on 1/11/2024, I own a 2022 Honda CR-V under warranty which initially had a battery issue where it died unexpectedly. After the battery replacement by Auto Nation Honda West 1/09/24 the car functioned normally for two days. Then, an AC issue emerged where the bottom vent blows hot air at 140°F with the AC set to its lowest. Upon reporting this to the dealership on 1/11/24 ****** mentioned a known issue with the blend door part potentially causing this problem. However, this was never checked or resolved. Instead, their only test was comparing my AC system with another CR-V, concluding this as 'normal operation'. This is both illogical and unacceptable. Austin and Scott later reiterated this stance on 1/22/24, despite my dissatisfaction and safety concerns. This lack of thorough diagnosis and customer service is not in line with Honda's standards. I am seeking BBB's help for a proper resolution and necessary corrective action.

  

  Business response

  02/06/2024

  With reference to this complaint. This unit is in our shop, and the customer refuses to pick it up. The diagnosis we ran was directed from Honda Motor Co. The results of that diagnosis and in conjunction with Honda Motor Co. we have found no issue with this vehicle. We cant fix something that we cant diagnose with an issue. The customer has been in communication with Honda and requested a "buy back". Honda has declined the buy back and claims nothing is wrong with the vehicle. We have compared numerous units and all operate the same as the customers car. The customer was present for one of these comparisons and agreed it was the same as his. The unit has been on my lot January 10th. We have communicated to the customer the vehicle is ready to be picked up, but he refuses to pick it up. We will begin assessing a storage fee of $75 per day if this unit is not picked up.   

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This has been an ongoing issue with Honda. My "emission systems" light turned on in Feb 2022 & I brought it to Honda to address. I have a screenshot of a text with the technician telling me there was a software update, which was completed. The light continued to come on so I brought it back two more times & was told there were "updates" which were completed, but the light continued to come on over the next 6 months. I brought it in on 12/22/23 and paid $2531 and was PROMISED that the issue was addressed, but the light returned within an hour of leaving the dealership. I texted the technician about it (I have screenshots) & he told me he would fit me in to get it fixed. After MULTIPLE failed attempts at getting him to commit to a date to bring it back, I finally reached out to a manager who scheduled a visit. The manager told me it would cost another $1000 to get the light fixed. I refused to pay MORE money when the $2531 had already been paid. The dealership refused to help me and told me they were offering me a deal with the $1000. I began communicating with Honda Corporate who assigned me a case manager who ended up going on leave, but because he was my assigned case manager, nobody else would talk to me. I have multiple emails/notes from phone calls with Honda Corporate beginning 6/1/23. They have passed me back to the dealership and I have been unsuccessful in getting anyone to return my communication. This has been an ongoing issue for over a year. I am beyond frustrated and have all of my documentation. I am only asking Honda to provide the service that I paid $2531 for last December. I am desperate. Please tell me how I can resolve this. Thank you.

  

  Business response

  09/15/2023

  Attached are the Repair Orders pertaining to this compliant. The first RO written November 8, 2022 shows the complaint with the emissions. We made some software updates and didn't charge anything for the update. The second RO written December 10, 2023 was written with the emission complaint, and other routine maintenance items customer inquired about (brakes and Timing belt replacement). The shop replaced fuel injectors and covered that expense and there was no charge to the customer. The other items on the RO were maintenance items the customer request we perform. We replaced the Timing Belt and Water Pump (Due to be done around 100k) Replaced the drive belts, Replaced brake pads and machined the rotors due to a complaint about the vibration. This was a customer pay repair, and the total charge was $2513. This repair had nothing to do with the Emission issue and was simply routine maintenance due. The third RO was written February 18, 2023 and the complaint was the check engine light and emission codes. Upon diagnosis it was advised this car needed a new catalytic converter. On behalf of the customer we reached out to Honda Motor Co. and asked for assistance with the cost of replacement, as the car was well outside of the Warranty at 129809 miles. We did get an offer from Honda to complete the repair. Honda would cover a % of the cost to the customer. The customer declined the assistance based on the idea they felt the entire cost should be covered. Honda Motor Co. has since withdrawn the offer to assist with the expense. 

  The expense the customer incurred was for the routine maintenance and not related to the emission complaint. The customer has not incurred any expense to address the emission issue. 

  Customer response

  09/18/2023

  
  Complaint: ********
  
  I am rejecting this response because: the initial services (11/8 & 12/10) provided were due to recall from Honda/warranty coverage so while their statement "free of charge" implies a customer service angle, that is not entirely true. In fact, I ONLY brought my car in because of the emission system light, which was still not fixed after the 2 visits. Please reference the screenshots of texts to confirm this. When I dropped my car off for the repairs the second time in 12/2022, I was PROMISED that the emission system issue would finally be corrected. I only brought my car in because the emission system light continued to stay on, despite the previous 2 visits. I was told that the work that was done would correct that issue. I NEVER authorized that amount of money to be spent on anything else and found out it was that expensive upon arriving to pick it up.I paid because I was told the emission system light issue was now fixed. The light turned back on as soon as I restarted my car at my house. I reached out to Honda immediately but, due the holiday season, the technician was unable to fit me in immediately. I continued to reach out and did not receive a reply, which led me to contact a Manager and they finally fit me in during Feb, 2023. Again, please see screenshots of my attempt at communication to set up an appointment and the lack of response from Honda.  

  Please reference the attached screenshots of my texts with Honda-every single one of them relates to the emission system light. That is the ENTIRE reason I brought in the first and second times, after each of which I was told that it was fixed. When I brought it in for the third time, and subsequently paid over $2000, I was told that the emission issue was corrected. When I was offered the "deal," I refused because I already spent my time on 3 separate occasions and a significant amount of money to have the emission system light corrected; I should not have to continue to pay for a service that I still have not received. If the technician did not properly identify the issue the first THREE times I was there, then that is an internal issue that Honda needs to address; I should not be financially responsible for their error in training. 

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

• Initial Complaint

  02/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a written offer on February 10, 2023 for a 2023 Honda Pilot Elite for $28,000 out the door price that includes $30,500 for my 2020 Honda Pilot Touring. The written offer clearly states, was highlighted with a yellow highlighter and signed by a manager that the offer was good until C.O.B. on February 11, 2023. I arrived at Autonation Honda Knoxville on February 11, 2023 , took the test drive, Salesperson ******** showed me the written offer again, I signed all of the necessary paperwork, then a manager came to me and stated that the "GM had pulled the plug on the deal", I told the manager "we are done here" and as I got up I saw the new paperwork with the new deal and they were wanting to charge me over $31,000 instead of the agreed upon $28,000. This is what is called the "bait and switch" and emailed the GM ***** **** my complaint, the GM not only did not deny pulling the plug, but accused me of passing on the deal after the deal was good. I reminded him that I have the deal in writing and suggested that he stop trying to gaslight me. He did not respond to my last email and so I am initiating this complaint. I would also like to point out the reason I have the GM's email, is because he had personally emailed me a couple days earlier because they had refused to supply a loaner vehicle when I brought my 2020 Honda Pilot Touring (purchased from Autonation" for warranty repair. Their website clearly states that they provide loaner cars when your car is being serviced and only after threatening to contact the Better Business Bureau did they supply the loaner car that was promised.

  

  Business response

  02/27/2023

  Unfortunately, this unit sold to another customer. 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I purchased a 2018 Mercedes Benz on November 2, 2022. We saw on car fax the car had been wrecked but no body damage, salesman said wreck occurred in the rear of car. Next day my husband was wiping car and noticed body damage underneath vehicle, passenger side under door. I called and he said he would look into it and get back to me, 2 days later, nothing from Brock. Called and asked for manager which I was told was he was busy and I'd have to leave a voicemail, I did, 24 hours later no calls from anyone! Tried calling 25 times, I'm assuming they blocked my number somehow. These are the most unprofessional people I have ever dealt with! Their nice until they get your money and then they could care less. This is the last time doing business with Autonation Honda. We want the damaged fixed or our money back!

  

  Business response

  01/03/2023

  Business Response /* (1000, 7, 2022/11/28) */ We have been in contact with and have this set to repair her car. Repair should be complete this week.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 F250 from Auto Nation Honda on Parkside Dr. For 50,000 During the test drive I noticed a crack in the windshield. During talks with sales guy he said that the windshield would be replaced and also signed a promise to fix document. I went to the service appointment that they gave me as I sat there for 2 hrs service finally said that the windshield was returned to Ford couldn't fix. So they rescheduled my appointment. My wife took the truck for the 2nd appointment Tn Valley Auto glass came to dealership to install. The windshield they installed started leaking at that time I noticed they installed an aftermarket windshield They 3rd party windshield company just put a bead of caulk on my 50,000 pre owned truck. I have requested for the windshield to be replaced with a factory windshield ! The response today was if it leaks again they would replace it ! I'm beyond mad at this point The least they could do is put a Factory Ford windshield in my truck !

  

  Business response

  09/07/2022

  Business Response /* (1000, 8, 2022/08/12) */ Company states they are trying to resolve the issue and apologize for the delay.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to AutoNation Honda on 12/31/21. Salesperson we worked with was professional, courteous, and helpful. No complaint there at all. However, I used the online tool to get an offer for my used vehicle and was given a price of $36,698. States right on the offer they only have the right to modify the offer if, "the condition of the vehicle does not meet the description of the vehicle provided. Offer void if the vehicle odometer mileage exceeds the described mileage by 500 or more miles. The AutoNation Certified Offer must be redeemed on or before the expiration date listed on the Certificate but in no event later than 7 days after the certificate was issued." None of these conditions applied to my vehicle. It is in the exact condition I described when filling out the form, as it's very new and has no visible wear of any exterior or interior components. Found two potential cars I liked, and again, salesperson was excellent. Then they ran the numbers and stated they couldn't honor the quoted price I received for my trade with the online tool because they did more research and decided it wasn't going to work for them. Basically shrugged their shoulders and offered $3,698 less than the "certified" offer sent via email. Apparently, this emailed offer is just a good old bait and switch. I don't appreciate it. I used this tool to save time at the dealer and get my ducks in a row, as someone was watching our son and I didn't want to be at the dealer all day. Whoever decided they could change the offer for no reason really hung their salesperson out to dry, as again, he was excellent. Would still gladly buy a car from him if my offer was honored, as we have done business there before and have had a great experience. I left a review on Google, and Autonation replied with a number to contact the general manager. I was also provided an email. I reached out using both methods of contact and have not heard back. Left two voicemails at the direct extension with no callback.

  

  Business response

  02/04/2022

  Business Response /* (1000, 5, 2022/01/20) */ Unfortunately I do not have a resolution for this complaint. went to the Corporate website and requested a value for his car. The system does a generic appraisal and sends the customer to the closest dealer. In normal times this system has worked great, but with the climate of our industry the values must be verified and in some cases changed up or down at the store level. This is one of those cases the value sent to had to be adjusted at the store level. The appraisal sent was $2023 above MSRP of a brand new truck. While we remain competitive in the market to purchase vehicles, we cant justify paying more for a unit than it cost new. Consumer Response /* (3000, 7, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) When AutoNation responded to the complaint in my initial Google review, they said this behavior wasn't acceptable. I assume this was a corporate response, as I never heard from the dealership itself. Again, this is nothing but a classic bait and switch. And for me to have to file a complaint with BBB to get a response, after directly emailing the general manager and leaving multiple voicemails, is just plain garbage. I originally complained about this over two weeks ago. Thank you so much for your response, though. It's a wonderful confirmation of what I stated in my original complaint: You won't stand by the offer your corporate office priced (through automation or whatever) because it doesn't work for you. If you have a bad automated system for pricing cars, reason would tell you that you need to fix the system, or you're going to be eating some cost so that your customers don't get the horrible impression that I have. Punishing me for the system AutoNation has in place because you don't want to eat the cost associated with a bad system just shows your integrity is nil. Maybe you could use some of that padding from the huge mark-ups on your used cars to fix problems like this one. Or, maybe you can move your location to one of those rundown junkyards on Clinton Highway so you can be closer to dealerships that are better aligned with your business practices. The fact that you can't be an adult and pick up the phone to let me know that you aren't going to honor the price is bad enough; to have to wait 3 weeks for a worthless answer via email is somehow even more insulting.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased an auto care plan with Auto Nation when I bought a new CRV in June 2020. At the time, I was told that if I moved out of the area, there would be no issue transferring the contract to a Honda dealer in the new location. However, they did not tell me that this would only work if I moved to an area with another Auto Nation. They should have told me about the difference between a Honda care plan, and an Auto Nation one. A Honda plan would be transferable to any Honda dealer. I moved to Nashville in March 2021 and quickly discovered that there is no Auto Nation anywhere near me. The closest is in Memphis. When I contacted the West Knoxville Auto Nation, I was told it would be easy to get a refund for the unused portion of the contract. The plan cost me $803, but Honda Finance (my car loan) was reimbursed (after many months and a great deal of effort) $538.87 even though I had used only 1 of the 10 service appointments. Just recently, they informed me of a $50 cancellation fee (never mentioned before), but even with that, I was owed $672.70. The finance department has no explanation for this and doesn't plan to refund me the additional $133.83. This is a total rip-off.

  

  Business response

  12/26/2021

  Business Response /* (1000, 5, 2021/12/26) */ We issued a refund of $133.83 to the customer. Consumer Response /* (3000, 12, 2022/01/22) */ Business contacted me and said they would resolve, but still no sign of the refund. Business Response /* (4000, 14, 2022/01/26) */ The refund check was cut on 12/22/2021 in the amount of $133.83 and sent via USPS. I am happy to provide a copy of the check. If the customer didn't receive it, I would have to verify with my bank if was processed or not. I would be happy to stop payment and issue another check. Consumer Response /* (4200, 16, 2022/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not sure where the check was mailed to. The first reimbursement check was sent to Honda Finance because they hold the title. I've checked my transactions with them since Dec 22, and nothing. I also checked my bank account in case I inadvertently deposited it, thinking it was a refund for something else. I've sent my new address numerous times to your business Business Response /* (4000, 18, 2022/01/27) */ I will stop payment on the other check and issue a new one. I will send it Fed Ex overnight Consumer Response /* (2000, 20, 2022/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, all set now. The business overnight-ed the check to the correct address. I appreciate their quick response.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On apprx 15 June 2021 purchased new Honda Crv. On July 27th went out to start my honda crv and I had a dead battery. Called Honda nation to get a boost. They sent out AAA Towing who boosted my battery. Went straight to Auto Nation. They could not open my hood and said I had a broken hood cable. They charged me $628.55 to replace it. To date no one can tell me how it got damaged. I do not feel a new car that is 5 weeks old should have this issue and have requested reimbursed. Received a email indicating they will not be refunding my money because they do not feel my claim does not qualify. They did install a new battery at this time.

  

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/09) */ The complaint filed with the BBB has questionable cause. The hood cable was indeed broke. My technicians that attempted to test the battery when she arrived were unable to open the hood due to the damaged cable. was asked if there were any prior issues opening the hood, and she of course said no its a new car. Our suspicion was the tow company damaged the cable in order to access the battery to jump start the CRV. The tow company was contacted and stated they don't open the hoods but make the owner of the vehicles open them. The origin of damage cant be determined. We have reimbursed for the repair. Consumer Response /* (2000, 7, 2021/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I tried to get this solved with the Honda dealership via their complaint form, but was not successful. It a shame that I had to get the BBB involved. I have been trying to get this matter resolved since July, but was able to get it resolved in 10 days once I got the BBB involved. I had no issues opening the hood for the towing company.

*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. ↩