ComplaintsforAllen Honda

• Initial Complaint

  02/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and myself traveled 5 hours to purchase a vehicle 2021 Honda Pilot Elite AWD listed website for $30k and listed on Carfax for $29,495. We spoke to ****** over the phone and made an two offers which she told us no but said theres room for negotiation.We arrived at the dealership test drove the vehicle. We decided we going to purchase the vehicle. Then ****** gave us a four square markup the vehicle advertised on the dealership by $10k more. The four square paper said the vehicle price was now over $40k had written accessories. Destination and TT&L.Its extremely frustrating and upsetting when a sales person ans sales manager attempt to commit fraud or deceptive trade practice.We intend to follow a complaint with Honda, notifying them of the dealerships on ethical practices.

  

  Business response

  02/12/2024

  Customer came back in and purchased the Pilot at the original online price of $30,988.  They took delivery of the car on Saturday 02-10-2024.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  To sum up our complaint: we were manipulated into a financially burdensome sale of the vehicle; numbers were switched around on **, removed and added back in ways that allowed them to make more profit while we were immediately upside down in auto debt, emotionally berated my wife who is undergoing a very serious cancer battle; questioned our intelligence and integrity; failed to present the vehicle to us in the agreed upon fashion with all accessories; and threatened us. This is by far the worst, most demoralizing experience I have ever had with a dealership, in all of my 10 automobile purchases in the last decade. All we want is to hopefully save other people from having to deal with this emotional and mental stress. The dealership has been returned the vehicle in the same condition it was presented to us in. We want to ensure no further action is taken regarding the now canceled sale of this vehicle. We have already spoken to Honda Corporate and Honda Financial and will be filing additional complaints against this dealership, as well as online reviews to save others from this experience.

  

  Business response

  07/31/2023

  Not sure why customer is filing a complaint against the store when they have been told to come get the remaining part of their down payment.  We are not bound to do so but feel like it is the correct customer service thing to do.  Customer did sign all documents; the paperwork was not given as they were to return and finish the remaining down payment owed.  Customer put $5,000 down and still owed ******************** the other $5,000.  Customer also took delivery of the new Pilot as well.  No return fees were charged to consumer upon return.  

  In best interest for the customer, we did take the car back and have told them to come get their money.

   

   

• Initial Complaint

  06/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On may thirty first I purchased a new honda from the dealership. The list price for the car was $36010. I traded in a car and also gave them a check for $19952.58. The dealership hid a charge of $399 plus tax. When I pointed this out to them they agreed to refund that money but I have not received it yet. They gave me a flash drive and told me that all of my documents were on the flash drive. When I examined the drive there was no information on it an empty file labeled ***** was the only thing. I called email and texted the dealer requesting a copy of the bill of sale. I have no receipt proving I paid my car in full. I have no bill of sale and they refuse to give me the paperwork. I have filed a complaint with tXdot and now BBB. I need a copy of the bill of sale for tax purposes. I also would like to look it over and see if they overcharged for anything else.***** from the dealership stated that they are not required to give a bill of sale when it is a cash purchase. And refuses to send me one. I have never purchased a car in my life where I didn't get some kind of documentation to prove that I paid for it. My resolution is to give me the money. They have promised me in writing $399 plus tax and a bill of sale.

  

  Business response

  06/02/2023

  Please see attached breakdown that was sent to customer prior to purchasing the car.  Car was actually purcahse on 05-31-2023.  The exact VIN of the vehicle purcahsed is on the form.  

  As was stated in text, check was mailed 06-01-2023 for the $399.  Copy of check is also attached.

  Bill of Sale is not a required document by the ************** per TX DOT guidelines.  We have provided all documents required by the *** and the State to the customer both by flash drive and by email on 06-01-2023

  Customer has threatened to stop payment on check and has posession of the ***V.  At this point we are pursuing a stolen vehicle and a fraudulent written check.  *********** attorney is already in contact with the customer.

  Customer response

  06/02/2023

  Complaint: 20135768
  
  I am rejecting this response because:.. ************ charged sales tax on the $399. They say they refunded at a rate of 8.25%.and also on the doc fee. They also charged tax on the license and fees as you can see by my breakdown. This is illegal.  You cannot charge sales tax on state licenses and fees.   I have already filed a complaint with txdot the BBB. With this new evidence I will now file a report with the state controller's office for them collecting fraudulent sales tax. My refund needs to include the $64.93. They overcharged me in sales tax also. This is the reason they are refusing to give me a bill of sale because they are not ethical in their practices as this proves. The bill of sale will give me a complete breakdown of how everything was calculated. A bill of sale may not be required by the **************. But I am demanding a bill of sale for the money that I gave them. I want a legitimate breakdown of every ***** I spent at this unethical dealership. I am not the first one that has this issue read the other complaints. Their attorney has not contacted me I wish he would. I put a hold on the check and the hold will be released as soon as I have my full refund and my bill of sale. At that point it will take three business days for the check to clear. Their attorney should have told them this is a civil matter not a criminal matter. That is defamation of character for them to accuse me of doing something criminally when I did not. Possible civil suit. 10 times the amount of that check is in that account right now so it is not an insufficient check. I will continue to file complaints and wait patiently on the money that they owe me and my bill of sale. 
  At that time I will release the hold on the check. It is ridiculous for a business that collected almost $40,000 from a customer to treat their customer as they are doing.
  Regards,
  
  *********************

  

  Business response

  06/05/2023

  As we have nothing to hide and never have we have attached the bill of sale.  Customer continues to hold funds claiming he is not sure what he paid for the vehicle.  The title application requred by the ************** has the total amount that the check was written for.  It has not been 6 days and customer continues to drive a car that has not been paid for.

  Customer also started submitting a credit application today.  If the funds are not available then customer knowingly worte a fraudulent check which is a federal offense.

  Should tx dot wish to come in and audit us we will welcome them in with no issues.  We have been an A+ rated business with the BBB for many years and have remained loyal to our customers for over 54 years.  

  As our attorney stated according to Chapter 38 of the ***** Civil Practice & Remedies Code we have legal right to pursue this.  Customer has been contacted by attorney through email Saturday 06-03-2023 and we have record of all conversations.

  We would prefer customer to return vehicle or release funds no latter than 11:00 a.m. 06-05-2023.  Failure to do so will resulyt in a suit for Breach of Contract.  We have customers signatures aknowledging the amount along with a check written and signed by the customer.

  Asking to finance is not an option at this point.

  Thank you for your time in this matter.  Please let us know how customer would like to proceed.

   

   

  Customer response

  06/05/2023

  Complaint: 20135768
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

  Customer response

  06/05/2023

  Complaint: 20135768
  I am rejecting this response because:
   have not gotten a reply to my last few emails and I do not know if they are going to come pick up this vehicle. If they are not I need to go to my bank and get it financed where I will have complete documentation. I saw the reply on the Better Business Bureau and the businesd generated a new buyer's order. They sent me the one that the business uploaded to the better business bureau originally and now he has created a second one. He keeps digging his grave deeper. Also liable in splendor are real and this is what he said "worte a fraudulent check which is a federal offense." As an attorney you know that it is not a federal offense. It is a civil matter and you also know I did not write a fraudulent check. Payment was held on the check only after he refused to give me a buyer's order with complete breakdown. And the one he sent to better business does not have a breakdown on the title fees the license fees and the taxes are incorrect. There was never a 395 after market add on presented to me or mentioned before today. It was originally hidden under license and fees and you can see that by his paperwork. 
  Examine the paperwork he sent me to entice me to come to the dealership. The total price was $36010. Now today he is claiming I agreed to pay $36405. I would never pay above MSRP for a vehicle. ***** calls for a bate n switch suit and claim with the Texss attorney general.
  On his original paperwork that he enticed me to the dealership with if you will look in the bottom left hand corner. It States amount financed $19952.58.
  Now he's refusing to let me finance it through the dealership but that's okay my bank has it. Not only is this done in retaliation but it is also elder abuse and I am protected under the **** He just needs to tell me he's not coming for the vehicle and I will have the bank do the funding. I will allow the ******************************************** to get me the money they are stealing from me. And hopefully a class action that will help everyone else that they've done this too. 
  It is all up to him. He can pick up the vehicle or he can send me a completed buyer's order for the bank that lists the true amount that I owe. I am trying my best to pay the balance of what I owe. I have paid for approximately 1/2 the cost already. I have given him 4 options on ways how we can handle this and none of them satisfy him. He either needs to send me a corrected buyer's order for my bank or he needs to come pick up this vehicle. Again I will list them in case he does not remember. I can pay by credit card any day anytime,. I can release funds on the check as soon as I receive the $399 plus tax that he owes me or I can have it finance through my bank since he refuses to finance it. Or he can come pick it up.
  Please let me know what he is going to do where I can put this to rest. I don't want to deal with it anymore. But I am not a quitter and will never give up. I am persistent. I will fight for what Is right. "Sent to their attorney"
  Regards,
  
  *********************

  

  Business response

  12/20/2023

  ************** mentioned seeking legal council so we have handed this matter over to our attorney.

  Customer response

  12/20/2023

  Complaint: 20135768
  
  I am rejecting this response because:  My attorney sent them a demand letter last week. We will file suit after first of year, under DTPA, if not resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I reserved a new vehicle in Allen Honda. I've signed the contract and paid the deposit and I'm planning to finance the remaining amount. When I signed it, I thought it was just a deposit agreement. The dealer refused to give me the signed contract, and they play tricks on the numbers. The breakdown of the fee is different each time they showed me and they kept changing it (as you can see by comparing Figure 1 and Figure 2). The final price is too high (far beyond the reasonable market price) and I was tricked. It is until today they gave me the contract. But it is different from the listing (see Vehicle Contract.pdf, and compare it with Figure 2) and it's not the version I signed. The vehicle just arrived today and the color is not what I expected. When I signed the contract, they did not show me the color and interior. I reserved the right not to purchase it. I completely lost trust in them and I am not satisfied with the vehicle, which I have never seen before. I demand the contract be canceled and a full refund.

  

  Business response

  03/22/2023

  We have recontracted on this customers car deal 2 times.  Original agreement was $45,000 and now we have cut the price to $43,500 which the customer agreed to and signed all loan documents.  The loan has already been funded by American Honda finance company so unfortunately it is out of our hands.  The customer signed all legal binding documents and brought $25,000 cash as down payment.  The car is located at Allen Honda, any failure to retreive it will result in a reposession on the customers credit as Allen Honda does not hold the loan.  American Honda finance is who to contact at **************.

  Customer response

  03/22/2023

  Complaint: 19637192
  
  I am rejecting this response because:

   

  1. As shown in the contract, the amount is not the same as they said in the response. They kept play tricks and try to confuse the consumer.

  2. I have not even seen the vehicle when they tricked me to sign. This is not valid.

  3. The color of the vehicle does not meet my requirement, and nobody showed me the color. The dealer promised I do not need to purchase the vehicle if it arrives at the dealership and I think the color is not as I expected

   

   

  

  Business response

  03/22/2023

  We apologize you feel this way, we cannot trick a customer into applying their own signature on numerous documents and an ink signature on a title application as is required by the **************.  If we were trying to be misleading we would not have changed the sale price in hopes of helping this customer.  As we stated before since the loan was completed on 03-02-2023 it is already with Honda finance, we are required by dealer agreement to turn all contracts in within 48 hours.  You can call the 800 number we provided and talk to American Honda finance.

  Customer response

  03/23/2023

  Complaint: 19637192
  
  I am rejecting this response because:

  You should answer the questions directly. Even if you already submitted all the loan documents, I paid $25,000 to you which you can refund. You should admit your fault in this unfair business because of your dishonesty.

   

  1. Did you show me the actual vehicle? Did you introduce the vehicle features to me? (No you did not.)

  2. Did you say if I am not satisfied with the vehicle, you will consent to refund? (Yes you did.)

  3. Why you showed me different price breakdown each time I discussed with you? Why you charge the delivery fee twice? Isn't it a trick?

  4. Is the following what happened? We agreed on a market adjustment of $2000, but you also want to charge me a doc fee of $1500, along with other extra fees, which I thought was mandatory and required by the government when I signed. But in the final document, all the charges go to the market adjustment, making it $3486.13 and I was not aware of it.

  5. Did you just play with the numbers and make the final price really high and look reasonable? Is this an honest business practice?

   

  Please answer all the above questions directly with honesty.

   

• Initial Complaint

  03/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my oil changed at Allen Honda & today Im at the **** dealership getting an oil change. The **** dealership told me they could not change my oil because Honda stripped the plug & ruined the pan. I want Allen Honda to pay for a new oil pan & plug.

  

  Business response

  03/21/2022

  **** our service manager will be calling you shortly.  Thank you for letting us know, we will make sure this is taken care of.

• Initial Complaint

  09/16/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  9/6 pre approval for financing of advertised price sent to dealership $34,998 with $5,000 trade in for financing $29,998 9/7 email from ****** ****** thanking me for my interest and set a day to time to test drive told him I already had pre approval. (Thats how he contacted me) told him I wasnt going to trade the car, that I would out put cash. He had me fill out another credit application w/o explaining why. He showed me a breakdown of aftermarket charges for over $5,000 which included adding an 12m/12,000 warrant I didnt need b/c the truck was still under manufacture warranty. The payments were going to be too high so I had to use the car as a trade in. there wasnt a breakdown of the additional costs,I asked for one. **** showed it to me and I thought it was in my take home folder. Once home the cost of the truck went from $34,998 to $46,350. Asked for missing documents I was told they shred it. CarGurus listed cash price as $34,998 and states dealers are not allowed to add on.

  

  Business response

  09/17/2021

  TellLet us start out by apologizing for leaving you feeling the way we did.  We would like to adress some of your concerns below.
  
  1.) We have attached the discliamer that is on every vehicle that is Blue Advantage Certified on our lot.  We have made huge changes for customers to see this disclaimer and not hide it at the bottom of the page in fine print.  As you will see it is highlighted and in normal size font as compared to other wordage.  We appologize you did not see this, we see this as a great advantage to our customers along with piece of mind knowing the vehicle has been reconditioned to the max.  Possibly we did not explain all of the benefits of this:  those include a NATIONWIDE 12/12 comprehensive warranty, 1 year complimentary maintenance of oil changes and tire rotations (at Allen Honda only), 2 sets of keys, full tank of gas, roadside assistance 24/7 and tire road hazard.
  
  The other charge would be the addendum sticker which again is on every vehicles windw on the lot, as well is disclosed in the attached highlighted disclaimer for Tint (lifetime warranty), Nitrogen (free refills), Avas security system and windshield replacement protection (for 1 year)
  
  2.) On the preapproval you had we are required by *********** to resubmit any preapprovals, it seems that we were positive we could get you a better rate than what you were being offered by your two lenders.  In that case it is our responsibility to help customers get the most competitive rate available to them.   As it seems we were able to save you some on the rate versus what your pre approval was for. 

  3.) On the so called low offer of trade in, there are many tools that we use to make sure we are offering the most competitive trade offers to our customers.  We however do not force a customer to trade their car in at any time, our customers have the opportunity to take all trade ins out of the car deal and sell on their own.

  Again we apologize for the way we left you feeling and hope you can see all of the advantages of the truck that you purchased.

  Customer response

  09/17/2021

  Complaint: 15873682
  
  I am rejecting this response because:
  

  
  

  1.) We have attached the discliamer that is on every vehicle that is Blue Advantage Certified on our lot.  We have made huge changes for customers to see this disclaimer and not hide it at the bottom of the page in fine print.  As you will see it is highlighted and in normal size font as compared to other wordage.  We appologize you did not see this, we see this as a great advantage to our customers along with piece of mind knowing the vehicle has been reconditioned to the max.  Possibly we did not explain all of the benefits of this:  those include a NATIONWIDE 12/12 comprehensive warranty, 1 year complimentary maintenance of oil changes and tire rotations (at Allen Honda only), 2 sets of keys, full tank of gas, roadside assistance 24/7 and tire road hazard.
  
  Response to #1 - this disclaimer is not on the advertised price on CarGurus. I was never given this disclaimer. I was lured into their facility by the Great Deal advertised that states the only additional charges would be TTL. CarGurus policy is the seller has to accept the advertised price the dealer lists as the cash price.   

  The additional charges of the ***** nitrogen and AVAS security was never disclosed to me as additional charges as I was never given the disclaimer and it was not a stipulation on CarGurus. They list it as it comes with it and not that an additional charge will be. If additional charge its the dealerships responsibility to include that in the advertised price on CARGURUS. 

  
  The other charge would be the addendum sticker which again is on every vehicles windw on the lot, as well is disclosed in the attached highlighted disclaimer for Tint (lifetime warranty), Nitrogen (free refills), Avas security system and windshield replacement protection (for 1 year)

  
  

  Increasing the price by over $11,000 is ridiculous. I would have never accepted that for tint, nitrogen etc as listed above. At no point was I told that the price listed as advertised was being increased more than $11,000. 
  
  2.) On the preapproval you had we are required by *********** to resubmit any preapprovals, it seems that we were positive we could get you a better rate than what you were being offered by your two lenders.  In that case it is our responsibility to help customers get the most competitive rate available to them.   As it seems we were able to save you some on the rate versus what your pre approval was for. 

  
  

  I had to  complete a credit application before anything was discussed concerning price, my income, my credit history  At no time was I told we were not going to use my preapproval which had the advertised price  

  
  

  3.) On the so called low offer of trade in, there are many tools that we use to make sure we are offering the most competitive trade offers to our customers.  We however do not force a customer to trade their car in at any time, our customers have the opportunity to take all trade ins out of the car deal and sell on their own.

  Starting negotiation with would I offend you if I offered $2500  I said yes, the tell me that if you bought the car at an auction you would pay no more than $3500  I said no to the offer  then asked me what I would sell the car for to my friends or family  I told him $5,000-$6,000  he then told me that he could give me $4,000  I again said No  asked how he could get me in the truck today  I told him the payments were too high  he said he could get them down to $624  I told him again no  he what if I get it to $599.98  I asked how was he going to accomplish it  his response was for me not to worry about it  never told me how he lowered the monthly payment 

  
  

  
  

  
  

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

  

  Business response

  09/17/2021

  Unfortunately we have no bearing on what CARGURUS does on their website, they are a 3rd party provider we pay to host our inventory.  We will email our rep and see if changes can be made on their end.

   

  We are attaching all disclaimers found on CARGURUS website.

  Customer response

  09/17/2021

  Complaint: 15873682
  
  I am rejecting this response because:

  
  See attached terms and conditions from CarGurus concerning dealerships responsibilities regarding accuracy of advertising.
  
  Attached email regarding policy from CarGurus

  Attached pricing and marking

  Attached contract listing different cash price than advertised with no itemized add ons. 
  Regards,
  
  *************************

  Customer response

  09/20/2021

  See attached terms and conditions from CarGurus concerning dealerships responsibilities regarding accuracy of advertising.
  
  Attached email regarding policy from CarGurus

  Attached pricing and marking

  Attached contract listing different cash price than advertised with no itemized add ons. 
  Regards,
  
  *************************

  

  Business response

  09/20/2021

  We have attached more disclaimers that are on CARGURUS.  We apologize you feel mislead, our finance office is required by DOCUPAD to go line by line with initials and signatures by all customers.  We do have your initials and signatures on all lines as confirming you understood the pricing and fees.  We cannot make it any clearer than having it highlighted on the website, on the addendum sticker on the car, disclaimers on allen honda's website, disclaimers on CARGURUS and requiring initials and signatures on all documents.

   

  If you would like we would be more than happy to trade you out of the Ridgeline.  Or we can offer a buy bid at this time.

   

  Let us know if you would like to proceed with one of these two options.

  Customer response

  09/20/2021

  Complaint: 15873682
  
  I am rejecting this response because:
  The two offers are not acceptable. Due to the deceptive practices Im out of a Passat with its positive equity along with the added stress of this entire situation. I will accept the difference of advertised priced vs. the price that was deceptively place on the contract.  I will accept $11,350 taken off the financed total. 
  

  I have also provided a multitude of attachments that supports my complaint. 
  
  Regards,
  
  *************************

  Customer response

  09/21/2021

  The two offers are not acceptable. Due to the deceptive practices Im out of a Passat with its positive equity along with the added stress of this entire situation. I will accept the difference of advertised priced vs. the price that was deceptively place on the contract.  I will accept $11,350 taken off the financed total. 
  

  I have also provided a multitude of attachments that supports my complaint. 
  
  Regards,
  
  *************************

  

  Business response

  09/21/2021

  We do not show any difference from what is disclosed on multiple sites.  There will be no exchange of money in this situation, should 1 of our other 2 options work we are happy to keep that offer on the table.  If not we apologize we could not come to an agreement on this purchase.

  Customer response

  09/21/2021

  Complaint: 15873682
  
  I am rejecting this response because:
  The two offers are unacceptable.  If the business is not willing to correct the contract to the advertised price I will extend the complaint to The ***** Attorney General followed up with the hiring of a consumer protection attorney for deceptive advertising. 
  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. ↩