ComplaintsforVandergriff Honda

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November I purchased a 2015 ********** cc from this dealership. The salesman ******* assured me the vehicle had been looked over by a certified mechanic and had no issues. I also purchased the warranty to help protect myself. After driving the vehicle for a couple days I had mechanical concerns. I took the vehicle to a ********** dealership who stated the vehicle had over $5000 in major repairs needed. Including the engine was leaking oil out of the top, something any mechanic should been able to see. The ********** dealership stated vandergriff Honda was deceitful on how they sold me the vehicle. I spoke with *** and **** at vandergriff Honda who agreed to work on the vehicle engine damages. Vandergriff Honda kept my vehicle for 2 months. I let them know I moved to ******* and will be driving the vehicle from their dealership back to *******. I flew back to ***** and picked up my vehicle. After only driving the vehicle just under 2 hours the engine locked up and the vehicle broke down on the side of the road in the middle of no where. I towed the vehicle to a local shop named ******************* who stated the engine locking up was solely due to the poor work of vandergriff service. I was stuck in middle of a small town in ***** and had to cover the tow, a rental car to go home to *******, and a hotel for the night. The next day Vandergriff Honda towed the vehicle back to their dealership and stated the warranty company wont cover the engine repair and neither will they. I drove the vehicle less than 3 hours since owning it in November. I should of been told about all the vehicle damage before purchasing. The service department is not offering warranty on the poor work they did on the engine. I am looking into resolving this case in court if I cant get a fair resoloution. All they tell me is the vehicle is sold as is. The problem is they gave me fraudulent information so I would buy the vehicle. The only showed me the car fax which only showed a minor fender ******.

  Business response

  02/15/2024

  The vehicle did go through our pre-owned inspection and during that time we replaced all the necessary components (front tires, rear brakes, engine oil and filter, wipers, and battery). The vehicle was sold AS IS with the customer acknowledging that it has 86k miles on it, and an additional warranty was bought for the term of 24month or 24k miles (whichever comes first). When the vehicle was brought in after the visit to ********************, we replaced the Camshaft cradle housing, Serpentine belt and drive tensioner, Spark Plugs, and all the engine and transmission mounts at no cost to the customer. He did pay for the transmission service. During this visit there was no issue with the water pump or cooling system, the vehicle was test driven 28 miles after the repairs and released to the customer. When the customer got the vehicle back, weather conditions changed and much of ***** was below freezing. On his journey home the water pump cracked causing the vehicle to overheat. The warranty company stated that the vehicle was driven while it was overheating causing the engine to lock, therefore due to negligence they will not cover the engine. There is warranty on the components that we replaced during last visit but, as it was a completely different system that failed the cost is not going to be covered. We have done all that we can as far as helping the customer cover the cost of the prior repairs, we even offered to trade the customer out into a different vehicle. We will not be covering the cost of these repairs.

  Customer response

  02/15/2024

  Complaint: 21294287
  
  I am rejecting this response because:
  

  I am rejecting this response because: the damage caused to my vehicle has been specifically blamed on Vandergriff Honda. This was explained to me by an unbiased shop named *******************. Also the warranty company stated they are not covering the repairs due to Vandergriff Honda is the reason for the damages. You worked on my vehicle and caused damages, you should honor your work through warranty. I have filed a lawsuit with tarrant county. You should be getting served with that in the next few days. I spoke with ***** at MPP the extended warranty company who stated there was no negligence on me they are putting negligence on Vandergriff Honda and that is why they are not covering the claim.

  
  Regards,
  
  ***************************

  Business response

  02/16/2024

  We will not cover the repairs. As stated previously, there is a warranty on all the repairs that were completed. The water pump is a part of the cooling system and we didnt perform any services or repairs on the cooling system. During our repairs there were no coolant leaks or cracks found and it was operating as designed. The technician drove the vehicle 28 miles to verify that there were no further issues and released the vehicle to you. When the water pump failed and the vehicle overheated it should have been shut off immediately to prevent any damages to the engine. Our repairs did not cause the water pump to fail. MPP warranty is telling us something different so that will be discussed with them. We are sorry that you are going through this but we will no longer be covering the cost of the repairs.

  Customer response

  02/20/2024

  Complaint: 21294287
  
  I am rejecting this response because: The vehicle was drove under 2 hours. As explained to ***** at MPP there were no warning lights or any sign that the vehicle was over heating. I let him know as soon as the car began to have a problem I pulled over immediately. He let me know that he was aware of that and they see I did nothing wrong. I will be contacting MPP for documentation to prove they are putting negligence on Vandergriff Honda so you can stop lying and trying to say the negligence is not on you. Plain and simple you sold me a car that i drove under 3 hours since owning the vehicle and now it needs a new engine. If it was not related to the repairs you did, MPP would have no problem in covering the claim. But they are clearing saying that they are not covering the repairs because the work your service department did. You performed fraud to trick me into buying the vehicle. Telling me there was no major issues. If the water pump was the cause of the problem there would be no issues with MPP covering, but instead you continue to lie and say they didnt put negligence on you. Not to mention you put me in the situation where I was broke down in the middle of no where, miles away from my home. I had to walk miles to a gas station and the local shop. Then **** told me to tow the vehicle to *******************. He told me I would be reimbursed for the $125 tow but I was not. ******************* is in agreement that Vandergriff Honda is the cause of the damages. I will also contact them to have their unbiased opinion listed. If you are not qualified to work on other vehicles besides the Honda brand you should let the customer know before ruining their vehicle. There is no reason I would keep driving the car if it was over heating. MPP states you did not seal the cam cradle causing it to leak oil on the water pump causing the damages. I requested to return the vehicle to dealership before the repairs were done but *** stated they would not be taking the vehicle back and told me to try to sell it to another dealership. Which I have his texts stating that. I was offered to trade into another vehicle but the dealership was trying to have me trade into a much more expensive vehicle or a vehicle that obviously had major damages. This dealership continues to act in bad faith and be deceitful. 
  
  Regards,
  
  ***************************

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Bought the truck 12/17.26 days after purchase: Noticed issue with the truck 1/11 and contacted the sales consultant **** which. Was unable to take in the truck on that Saturday due to not accepting on Saturdays and then and could not take in till the following Friday as we scheduled due to the ice warnings we were having for the beginning of the week. Was informed that what was needed is not in my warranty and would have to pay $550.00. *****, the service advisor, was able to be great help and negotiated with his supervisor to lower it. But no help from **** the sales consultant or his supervisor in assisting. They never gave me a paper copy or digital of my contract and have requested for three days to have it review this warranty. To have an issue within 30 days of purchase and no full assistance as I had to take time from work and provide other transportation is horrible customer service.Requesting the charge of repair to be refunded.

  Customer response

  01/24/2024

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

  ************************* the used car manager were on the phone with me explaining the situation and said they would be mailing a check. 

  If I do not receive a check, I will further take action. 
  
  Regards,
  
  *****************************

• Initial Complaint

  11/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Vandergriff ******* persistently keeps sending me emails and post mail almost weekly. I have moved three times (two of the times were to different states) and I still keep getting post mail from them even though I have called and emailed multiple times asking them to take my name out of their mailing list. The emails come from the address ************************************************* via mo1send.com" but when you scroll down to the bottom of the email to unsubscribe, it takes you to a new page and the unsubscribe button doesn't work so there's effectively no way of removing yourself from the mailing list. I don't understand how they have been able to follow me from state to state and there is absolutely no way to remove my number from their mailing list. Please, can someone address this? I don't understand why a legitimate business would spam their former customers to the point of harassments like this.

  Business response

  11/21/2023

  I am sorry about that we will get you taken off the list today. Please be advised that it will take up to 3 weeks to fully stop receiving mailers that have been sent out prior to the address being removed.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in my 2018 Honda Accord with a brand new **************************************************************************************** what is the must features, which I had always because I can't drive comfortably without it. I signed the paper and came out to take my keys for the new car and I found the car doesn't have a blind spot" I drove test the car but I didn't pay attention" but he said they can install it when I asked that I won't my car back and he responded that the don't have my car " just came out from the finance office and signed the documents" took forever to get me in to install the *** and no one tell me it will be after market and I didn't ask because I wasn't aware of such a thing. Also, there was and still the issue not fixed on the I traded in my 2018 Honda Accord with a brand new ****************************************************************** what is the must features, which I always had because I can't drive comfortably without it. Signed the paper and came out to take my keys for the new car and I found the car doesn't have a blind spot" I drove test the car but I didn't pay attention" but he said they can install it when I asked I want my car back, he responded that the don't have my car " just came out from the finance office and signed the documents" took forever to get me in to install the *** & no one tell me it will be after market and I didn't ask because I wasn't aware of such a thing. Also, there was and still the issue is not fixed on the audio system, it's hard to connect the car apple play. on to of all that the employees attitude is so disrespectful which you can easily tell that this is the tone at the top. I met their ** when I started to tell him about my frustrations, that was in Sep after the shooting accident that happened in their building the ** said he can't hear negative things about people and there were about to die a couple of days and he walked away,he met me at the service department trying to drop off my brand new car for the second time at the service department. I will now count how many people were involved and communicated with me, the saleman, 2 sales people, new & used sales director,**... The car is not functioning well in term of using the Car apply play which I paid for the screen that I can't use now and I can't use the **** the *** that was after market. Now they are trying to run my credit and trade in the car as a new transaction but I could've avoided when they hand me over the keys & told me they don't have my car. The first time they checked my car, gave it back making a noise from the screen when I took it back they said they didn't touch the screen, when I took again they found the issue they said they fixed it but it does still make a sound and I hear the wind now " no transparency what so ever"

  Business response

  11/06/2023

  We offered to repair the vehicle and the customer declined stating that she wanted a new (different) vehicle. A new/ different vehicle would mean a new deal would need to be constructed, meaning that her credit would need to be pulled to finalize this deal with the bank. If the customer doesn't wish to have her credit pulled to finalize a deal on one of the vehicles that we have shown her, the option to repair the vehicle is still standing. We have done our best to try and fix all the concerns but an exchange is currently at a stand still until the customer decides how she would like to proceed 

   

  Customer response

  11/14/2023

  Complaint: 20828982
  
  I am rejecting this response because:

  I took my car many times to the service and you keep it at least for 5 days with you and when you call me when the car is ready, I drive it and I find more issue. That sound from the screen wasn't there, it happened after I drop the car to be checked for the audio issue, struggled to get the report, Brought the car back and the issue still remain. and now you are saying I refused to fix my car. I have all the reports from the service department attached with the dates. I have attached document with more details, but what you are saying is totally false. I have evidence for every word if needed, and I have attached some already.

  Regards,
  
  ***********************

  Business response

  11/15/2023

  We didn't say that, we said that you have 2 options if you want us to make sure that you are taken care of. 1) We can continue to address all your concerns with the vehicle in our service department or 2) you can allow us to finish working a deal on a new vehicle that has the features you are wanting from the factory. In order to complete a new deal you will need your credit ran, so the deal can be finalized through the bank. Those are the choice you have at the moment, if these do not suffice then there is nothing further in our control to best assist you.  

  Customer response

  11/15/2023

  Complaint: 20828982
  
  I am rejecting this response because:

  I kept coordinating with the sales and the service departments since I bought the car back on 7/14, to be more accurate the sales stop answering my texts and I had to call the service and arrange with them myself. The car issues still remain, forget about the factory option for now, whatever the service Dep did to the screen that created that noise, is still not fixed, last time I picked my car from the service Dep was in 10/30, over 3 months from the purchase date. When the issue will be fixed?! how many times I am supposed to keep coming there to get it fixed?  Why does a new car have issues in the first place?!!! Again to make this clear and to avoid the back and forth let's forget for a second the **** will come back to that when these questions are answered.
  
  Regards,
  
  ***********************

  Business response

  11/19/2023

  I would like to schedule a day for you to come in and ride with our shop *******. This way he can verify the noise you are hearing. Noises are very difficult to correct as we may hear a noise that you don't hear. We can do our best to correct the noise complaint but on your original BBB there were several issues you wanted addressed. When you come in we will sit down and get to the bottom of this and find the best solution, to avoid further back and forth. 

  Customer response

  11/20/2023

  Complaint: 20828982
  
  I am rejecting this response because:

  1- The noise or the sound from the screen wasn't there we I bought the car, that happened after the car was checked for the audio system issue
  2- I drove the car with ***** the first time the service advisor and she heard what I was talking about
  

  3- I drove the car again with ******* the service advisor and he said this is an easy fix, it will take half an hour and you had the car for 11 days, I drive the car and heard the sound even though I asked did you guys drove the car to make sure the issue is resolved and they said yes. Unfortunately, that wasn't right.

  I did have this issue and the blind spot because there was no transparency and no one told me the blind spot would be aftermarket and I wasn't aware of any aftermarket black and spot because I never had it in any of my car to ask it will be aftermarket or original.

  And again still you didn't answer me how many time I would come to get the car fixed

  Why a brand new car will have an issue in the first place

  What will be different this time and what will ensure me that the car will be fixed and what if it's not. I addressed the issue la long time ago and nothing happened.

  I would like to have answers to those questions, you cn't just keep ignoring them and provide vague responses. 

   

  Again, my car BRAND NEW 2023 has been in the service department more than once, it stays a minimum of 5 days and I kept just driving back and forth with no consideration for my time and my convenience at all times. 

  I bought a new car to have peace of mind and save time.m, not to keep driving to the service department. And it's so easy for you to tell me just bring the car, I can show the text mags with everyone I spoke with because in this deal I dealt with more than 5 individuals is so wired to me as well and every time I address a problem I get the same response, just bring in the car with no good arrangement, with no apology, my time is precious and I have a busy schedule, and when I tell them so to be more considerate, they respond by we also don't have time. You can't find better customer service. I reached out to **** the new service advisor who assigned to me and she responded by working with the sales to arrange you a loaner and never heard back and sent a follow up on 11/1 and no response and the text is were attached.  I would expect that answer to this will be she is not in the office because every time no response that the excuse and happened many time before 

  It's obvious that no one wants to take responsibility this under delivery and no wonder why the issue hasn't been resolved since day one because no one wants to resolve it. 
  

   ***********************

  Business response

  03/14/2024

  I am not sure how long it will take to fix the noise concern, we can only offer that you bring it in. If this isn't something you are willing to do at this point then there isn't any other way for us to help, short of looking at trading you into a different vehicle. So the options are bring it in and we can do our best to make sure that the issues gets fixed, or we can trad you into a different vehicle. If either of these option aren't suitable then there is nothing more we can do.  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I bought a 2014 Honda ****** for $11,289 on 9/28/2023 from Honda Vandergriff. They pressed me into buying the warranty so it seemed like they knew something was wrong with the car. On 11/2/2023(35 days later) my son was driving his car and the car stopped and would not move front or backwards, we then took it to a Honda dealership in Kansas and they did a diagnostic and said it was the transmission . I have been trying to call them spoke with **** he would not let me speak the person that sold me the car or a mgr basically told me we are the biggest dealership in the world we dont do things bad for business they sold me a car that the transmission was bad. I did purchase the warranty for $1,361.00 and we are seeing if the warranty company will fix it. But I feel like they took advantage of me and sold me a bad car. My son is without a car and will have to get a rental.

  Business response

  11/06/2023

  After further investigation it is noted that we did not find any issues with the transmission at time of sale. **************** is supposed to present warranties for purchase on all vehicles, to give the customer options for maintaining the vehicle with as little out of pocket expense as possible. When inspecting a vehicle with ******* miles on it there is no way for us to predict that there will be a mechanical failure, unless the vehicle is already showing signs of it. IF there were sings of mechanical failures we would have replaced the parts at fault before selling the vehicle, we can not sell a vehicle if there is a **************** problem. I have attached the Buyers Guide stating the vehicle was sold "As is- no dealer warranty" there is a box checked for the service plan that you purchased, and on the second page you will see a list of defects that *** occur when purchasing a used vehicle. We have also attached the brochure for the *** Silver plan that you bought. 

  Customer response

  11/06/2023

  Complaint: 20822829
  
  I am rejecting this response because:
  
  please see the inspection from the Honda dealership we had the car towed to to get the transmission fixed. They said the transmission fluid was dark and burnt. Theres no way they checked the car and they didnt see the burnt fluid 

  
  Regards,
  
  ***********************

  Business response

  11/06/2023

  The attachments were the same ones sent in the original response.

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday, February 20, 2023 I went to get my rear disc brakes replaced at Vandergriff Honda. The Service Director, *********************** assisted me and Technician, ******************* did the repair.Six months later, On Tuesday, September 19, 2023 I was driving & noticed a loud noise, as if something was dragging under my car. I pulled over but couldnt find anything so next day I went to a near by Honda dealership. I informed of ************ said the only way to find the problem was to do a diagnostic test it which was $200 and inspect. I find out it was the rear brakes metal to metal & rotors need replaced.I informed Service Manager at that dealership my rear brakes were replaced in February, 6 MOS AGO!!! at Vandergriff so,it hadnt occurred to me that it was my brakes. I was livid & called Vandergriff & asked to speak with *********************** & come to find out he nor the Technician ******************* no longer works there. I was transferred to new Service Director, ************************************ asked me to bring my car in so he could look at it. He said maybe its the way Im driving. I told him that Ive only driven 3100miles in 6mos. And he said its been known for brakes to wear out at low mileage w/i that timeframe. Ive never heard of this before and asked other dealerships.LIES!! NO WAY!! I contacted Honda Head Quarters on 9/22/23. They requested copies of invoices, video, pictures, recordings, and emails, which I sent so we can get Vandergriff take ownership of this issue & see about having repaired by other dealership. The person assigned to case said would contact me w/i 1-2 bus days but didnt so, I called him back & he said the case was sent a couple of times already to the dealerships & to District Manager. I asked for their name & he said thats confidential. Vandergriff nor the other Honda dealership were never contacted by HQ. So, I guess another lie. On October 9, I went to Vandergriff & spoke with *******************************. We went to the serv area together so Technician, ***** could inspect the brake pads. When ******* was backing up the car he said he heard the brake noise. I recorded & videotaped everything we went over in ************* area but neither had an answer.Back in office, he asked what do I think they should do. Make it right, brakes & rotors need replaced at no charge, job wasnt done. I dont know if the brake pads were taken off another vehicle, if the replacement brakes are actually Honda Authentic, maybe I can check the serial #s. Its going to now cost $800 (brakes, rotors, labor). But Vandergriff will not reimburse me nor will they pay for the other dealership to do the repairs. ******* called other dealership asked what did they find& how did they come to conclusion brakes/rotors need replacing. They informed of findings & THAT IT WASNT SAFE TO DRIVE! ******* AGREED rear brakes/rotors needed to be replaced but still want to charge. I want my car fixed correctly by dealership that cares &I trust.Vandergriff DOESNT CARE. THEY DIDNT SAY IT WASNT SAFE!

  Business response

  10/17/2023

  We are investigating this, and will reach out to the customer for the videos, pictures and other content to help us with this. 

• Initial Complaint

  10/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In August 2023 I purchased a car Vandergriff Honda of ********* *****, I gave them ***** dollars down payment and extra 750 under the table , today 10/03/2023 I received a letter Ally finance that my loan was not submitted the car lot havent said anything about it and all paperwork have been signed I HAVE ALOT OF EVIDENCE TO BACK UP MY CLAIM AND COMPLAINT

  Business response

  10/05/2023

  We are reaching out to the customer to resolve the issue

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Quit mailing ****to *********************** ******************************************************************************** or we will *** you. We did not solicit for advertisements intentionally. See you in court

  Business response

  10/05/2023

  your address has been removed from our system, please note anything sent out prior to 10/5/23 can not be unsent. 

  Customer response

  10/26/2023

  Complaint: 20667564
  
  I am rejecting this response because:
  Why are we still getting postal mail at *************************************************************************** when we've told you to quit sending mail to the aforementioned address?
  Regards,
  
  ***********************

  Business response

  10/26/2023

  ************, I have personally removed your address from every database in our system and passed your information on to our corporate office to be removed. All steps have been taken to remove you, however like stated before anything that has been sent out prior to your removal is still going to arrive. I am sorry for that inconvenience but you HAVE been removed from all our mailing lists.

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle from this auto sales company two weeks ago. The day of my purchase I noticed that the audio and sound do not work in the vehicle. I am unable to use the bluetooth, listen to the radio nor use the navigation system due to the sound and audio not working in the vehicle. The salesperson did not tell me that the vehicle had no audio nor sound when purchased. I did contact the salesperson the same day the vehicle was purchased shortly after leaving informing him of the issue. He asked me to come back when I can to see if he and his manager could fix the issue. I did come back two days later, and the salesperson and his manager were not able to fix the audio and sound issue. I was told that my vehicle still had warranty coverage and to take the vehicle to a **** dealership for assistance. The bumper-to-bumper warranty had already expired on the vehicle prior to my purchase, and the only warranty still active is the power train warranty which does not cover this specific issue. I have contacted the salesperson and management several times regarding this concern asking for assistance ranging from if I could exchange the vehicle for another, and I was told no since it is a used vehicle. I also asked if the dealership would cover the cost of taking the vehicle to a **** dealership for diagnosis and repair and was also told when I purchased the vehicle it was purchased as is. Per this dealership where the vehicle was purchased from, the issue is my problem since I purchased a used vehicle. I believe the dealership was aware of the issue and failed to inform me. I believe this dealership scammed me and left me with this problem which is going to cost me additional money out of pocket to repair. The dealership has been very unprofessional, has shown no concern and has refused to assist me in resolving this issue. I am very disappointed with the experience and am requesting that they cover the cost of repair for the audio and sound.

  Business response

  09/08/2023

  Reached out to customer and she is coming in Monday at 10am to resolve the issue 

  Customer response

  09/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I did go into the business for the third time in a week and was finally able to get the issue resolved due to filing my BBB complaint. This company seriously needs to reconsider how it does customer service, because my experience was very unacceptable. 
  
  Regards,
  
  ***************************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Bought a 2020 Jeep Cherokee at the end of June 2023, The second week having it it started going dead and the windshield wiper fluid light was on. When i got it they said they would put some in it plus they did a 23 point inspection. i went up there to talk to someone about it and they were **** and said set an appointment because it was my fault. i told them i didnt switch out batteries or have a wreck because the car had been wrecked before and they just didnt fix everything. i havent had the car for a month. they set the appointment 3 weeks out and still blame me after charging me $500 for rental and to look at it. Im starting to think its a lemon because its loosing coolant as well and i think its sad how people do business.

  Business response

  08/23/2023

  Service Director and General Sales Manager agreed to cover the repair of the battery and the washer fluid reservoir. Advisor called customer on 08/21/23 and explained this, I don't believe that the rental bill will be covered by the dealership.   

  Customer response

  08/28/2023

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

*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. ↩