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:02/24/2025

  Type:Billing 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.

  The financing department at Honda Auto Nation Knoxville Tennessee messed up my finance paperwork twice and have jerked me around on my payment and financing. In addition to this, even though I had a pre approval from Honda financing they did multiple hard credit pulls at other banking institutions and not just Honda financing which impacted mine and my husbands credit scores for which we did not approve them to use our personal information to apply for financing at other financial institutions other than Honda. I signed and paid for extended warranties and brought the car home. I then received a call telling me the paperwork was messed up and that I needed to come in and quickly resign but that my payment would go down. I came in to resign and the paperwork wasn’t ready so I had to wait several hours to resign paper work that they had messed up. Now several weeks later I have received a call saying they once again messed up my financing and the warranties I signed for are not included in my financed amount and my payment will go up again. This is unacceptable, and Honda should honor the warranties in the payment that I have signed for. A mess up by Honda financing not once but twice should not be on my dime and I should not have to come and resign paperwork a third time. Buyers should be aware of how inept this locations financing department is. I would like Honda to honor the warranties included in the original purchase with the financed amount that I signed since this was their mess up and not mine. I signed over my car for trade in and I cannot get it back if I return the vehicle because they have impounded it. Honda do better and honor your warranties and fix this mistake. I should not get jerked around on my payment because your finance department made multiple mistakes.

  

  Business Response

  Date: 03/13/2025

  ****** came in and visited with General Sales Manager. They reviewed the contracts and worked out the issues. It was simply human error on our part. ****** resigned the docs needed to complete the transaction.  

• 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 bought a $30,000 truck from this dealership with warranty’s. The truck has been in the shop since purchased a month and half ago. They fake fix it and give it back after 2 week for the same problem to arise. This has happened 3 times. They held my truck past the time I could return which I tried to do but couldn’t because it was in their possession. All they did was put 500 miles on my truck and waste a tank of diesel I bought. They scammed me into this truck now I’m stuck in $30,000 of debt for a worthless truck that I just bought.

  

  Business Response

  Date: 01/21/2025

  We have made multiple attempts to contact *****. *** ***** (Used Car Manager) has left multiple messages asking for a return call, but ***** has not returned his call. We are happy to help resolve the issue, but we cant make contact. Have ***** reach out to *** ***** @ (865)218-5410 or *********************   

   

• Initial Complaint

  Date:10/23/2024

  Type:Sales and Advertising 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 traded my 2022 CRV that was financed with Honda on August 31, 2024. I purchased a 2025 Pilot from them. I was ready to walk away from the sale after they asked for more money down when the Salesman and Finance Manager told me that by cancelling my GAP coverage on my CRV, that I would be getting $3000 back. I put $8000 down with expectations that I would be receiving $3000 back from GAP as the car was financed for 84 months and only had 20,000 miles on it. I never would have put $8000 or purchased the vehicle had I know this was not the truth. I just received a check for $424 from Gap. I was counting on this money to be returned as a single mom of 4 children. I wish I had never made this purchase. I also have been unable to get any questions regarding the car answered by Honda.

  

  Business Response

  Date: 10/23/2024

  ******* has other refunds coming. The products that were canceled are through different companies and the refunds don't come in one check. I looked into the cancellation this morning and she has received a refund of $424.01. There are other refunds coming. A check was issued yesterday in the amount of $2228.20. Another check was issued yesterday in the amount of $431.25. The 2 checks coming plus the one ******* received will total $3083.46. ******* can call me at 865-218-5410. 

  ***** ****

  General Manager

  Customer Answer

  Date: 10/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22461114, and find that this resolution is satisfactory to me.

  Are you able to delete my complaint? I was misinformed by a gap representative and Honda was right the whole time

  
  

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

• Initial Complaint

  Date:08/26/2024

  Type:Customer Service 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.

  Purchased Honda passport in July 2024, Purchase agreement vs the negotiation form is very deceiving. Terminologies are different as well as the negotiated price. One form shows document fee and the other shows dealer processing fee. Vehicle fees are wrong as well and extremely high. Wheel tax were given for our county but AutoNation does not pay any wheel tax. We were misled as they did not tell us that they do not apply wheel tax. You pay the wheel tax when you register with the BMV. They charge us an additional $405.97 after the negotiations were complete. The financial advisor, Stephen Cox, was in such a rush for us to sign with no breakdown nor explanations.( just sign here) AutoNation Honda West give us a 60 day money back guarantee on the vehicle protection plan. We have left voice mails and emails for a week requesting to speak to someone regarding the cancellation of our VPP and no one will return our calls. Ppl should look at the taxes they charges vs the Tennessee taxes(paying taxes on taxes). AutoNation is deceiving the customers. AutoNation owes me a total of $3795.97

  

  Business Response

  Date: 10/10/2024

  There was some confusion to how the tax calculates. The taxes for an automobile in the state of Tennessee are complex and my team didn't do a good job explaining it when the purchase was made. ***** did return to the store and the General Sales Manager was able to explain the taxes and the calculation the state requires. Once that was done, ***** understood the charges. 

  Customer Answer

  Date: 10/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22196863, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/22/2024

  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.

  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

  Date: 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

  Date:08/30/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/13/2023

  Type:Sales and Advertising 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 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

  Date: 02/27/2023

  Unfortunately, this unit sold to another customer. 

• Initial Complaint

  Date:11/09/2022

  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.

  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

  Date: 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

  Date:07/15/2022

  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.

  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

  Date: 09/07/2022

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