ComplaintsforFreeman Honda

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Compr un vehculo nuevo hace varios meses en freeman Honda ************************************************************************ y eh te tenido que llavar el vahiculo varias por por algunos detalles de fabricacin en algunas piezas , primero lo llev porque **** una rejilla del aire acondicionado rota , la segunda vez porque tiene el tablero roto , el carro duro varias semana en el taller dicen que le cambiaron piezas y el tablero sigue roto y siento que como consumidor no debera pagar un vehculo nuevo con defecto de fabricacin , necesito una solucin de la empresa

  Business response

  07/19/2024

  The client purchased the vehicle from Freeman Honda. During their first service visit, the client reported a stuck air vent, which was repaired. The client is now claiming there is a noticeable gap between the radio unit and the A/C start button. However, we have verified that this gap is a part of the manufactures design. We also compared multiple new 2024 CR-Vs and found the same gap across all of them, indicating it is a manufacturing issue not a repair that can be done at the dealer level. 

  Customer response

  07/19/2024

  The vehicle has been in the workshop twice for the same problem and I still do not have a solution. It is a new vehicle in 2024.
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 21 2022 out of the blue my 2016 Honda Accord did not start. The vehicle purchased from Freeman Honda Dealers in the year of ************************************************************* attempt to turn over. So I did what every other person that has a problem with a dealer bought car does and took it to the Honda dealership and they took my car no problem. A month passes and on December 30, 2022 I payed over 6,000.00$ for the bill given to me from Freeman Honda dealership and they turned my car over to me working, but that lasted only 5 months as on May 14, ************************************************************************************************************* even attempt to turn over. Upon arrival back at the Honda dealership to inform them that the repairs they provided for my car were not the problem. They took my car and within the month on June 20,2023 I received a call that my car was ready and upon arrival at the dealership. I paid an additional bill of 814.32$ believing that my vehicle was ready. Well that was not the case as the vehicle started but very quickly turned off, not even making it out of the parking spot much less the parking lot. After a couple attempts thinking it was the gas, I went back into the dealership and informed that my car I was called to pick up was actually not ready for me to take as its not working properly. The manager at the dealership ***************** spoke with us and said that she would have her head mechanic come and have a diagnostic test for us within 2 days. Well now its going on 23 days and the same manager ***************** at Freeman Honda dealership has been rejecting my calls, putting me on hold for hours at a time. When I do get in contact with the original customer service provider ***************************** He gives me the run around quoting I havent been told anything from my manager however now its gotten to the point where not even ************** is answering his calls at the dealership. Please help!

  Business response

  07/24/2023

  ****************** Family,

  this vehicle was repaired on 12/30/2022 and brought back on 5/17/2023. The initial repair we had made it clear to the client due to lack of maintenance on the car and oil changes not being done in a timely manner we'd have to recommend a starting point, which was documented on the paperwork. The car also had been sitting from our understanding and had rodent nest we found throughout the vehicle. We let the client know we'd run a Carfax and this is when we found no documentation of maintenance being done on the car for almost two years. Unfortunately, when she brought the vehicle back in May these repairs were not related and is now experiencing fuel pump failure not computer/harness related. I let customer know I was happy to help with a discount on recommended repairs. Again, this is an unfortunate situation for the client, but the service maintenance record was not followed per Honda guidelines. 

  I've attached records and Carfax 

  Kindly,

  *******************************

  Service Manager 

  Customer response

  07/28/2023

  I am rejecting this response because: could not be the fuel pump issue you have already replaced it and given me the old fuel pump which DOES Indeed work, im understanding that the Honda dealership is committing to guess work in the repair of vehicles. As far as maintenance on the car, a private mechanic has completed ALL oil changes and routine maintenance in timely manner. This seems like a clear deflection of responsibility by the dealership in response to the  near 8,000.00$ in work that was paid for. How come the history of the car was not brought to light prior to asking the client(me) to spend. It seems you want it to seem like the negligence was on the owner and not on the dealership providing faulty diagnostics as well as faulty service. 

  Business response

  08/23/2023

  Hello, thank you for the response. Unfortunately, per the documents and the Carfax report we've attached lack of maintenance and service records has caused this vehicle to need multiple repairs. This is normal when we have high mileage vehicles or cars with little to no maintenance records. Sludge build up is due to oil changes not being done in a timely manner, so this means we must follow the HONDA repair manuals for diagnostic purposes. We have followed these; however, this can become costly for a client since they are starting points and involve the possibility of several parts needing to be replaced. We believe this car sat somewhere at some point due to the extensive rodent nests found on the first visit.  All documents and history have been added to portal for viewing. Again, we understand your frustration, but a process must be followed when replacing high mileage vehicles. 

   

  Kindly, 

  *****************************;

  Management Team 

  Business response

  08/23/2023

  Hello, thank you for the response. Unfortunately, per the documents and the Carfax report we've attached lack of maintenance and service records has caused this vehicle to need multiple repairs. Car was driven for months and then brought back for other issues. This is normal when we have high mileage vehicles or cars with little to no maintenance records. Sludge build up is due to oil changes not being done in a timely manner, so this means we must follow the HONDA repair manuals for diagnostic purposes. We have followed these; however, this can become costly for a client since they are starting points and involve the possibility of several parts needing to be replaced. We believe this car sat somewhere at some point due to the extensive rodent nests found on the first visit.  All documents and history have been added to portal for viewing. Again, we understand your frustration, but a process must be followed when replacing high mileage vehicles. 
  

  Kindy,

   

  *******************************

  Management Team 

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 16th 2023 I took my 2016 Honda Pilot to Freeman Honda for and Emissions ****************** Leak and Breaks. I paid around $4,500 for these Services, my care was kept for about 2 weeks. I was told that 2 Catalytic converters were replaced, an O2 sensor and few other things. My Service Advisor and Service Managers advised me to bring the car back, drive it for a few cycles, same results... The only thing that I can tell that was done were the Breaks.I was told that I denied recommended services, and If that It is the case why did Honda Keep my car for 2 weeks and why did they take my Money if I denied the services that would fix the issues.

  Business response

  06/01/2023

  Documents added showing clients original concerns. Client was provided services and parts on his vehicle. His vehicle original parts were not available immediately on his car and client did not want to wait any longer. High mileage cars must follow Honda diagnostic procedures on where to start which we were very clear with ********************. He wanted the vehicle back and opted for aftermarket parts. This would be the 3 time we have provided signed  documents where client agreed. ******************* also opted to only do some selected services as he needed a large amount of repairs. 

  Business response

  06/02/2023

  Documents added showing clients original concerns. Client was provided services and parts on his vehicle. His vehicle original parts were not available immediately on his car and client did not want to wait any longer. High mileage cars must follow Honda diagnostic procedures on where to start which we were very clear with ********************. He wanted the vehicle back and opted for aftermarket parts. This would be the 3 time we have provided signed  documents where client agreed. ******************* also opted to only do some selected services as he needed a large amount of repairs. 

  Customer response

  06/02/2023

  I am rejecting this response because:   I didnt receive a response.  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took in my 2016 Honda Accord for its scheduled oil change, tire rotation, and all point check on 10/21/2022 at ******* Honda. After driving off the dealership, I realized that my car began to make noises. I checked around and found that a lugnut was missing from my tire and took it back to get looked at by ******* Honda. I told them that my vehicle was making shaking noises from my tires and was missing a lugnut on my back rear tire. The sales advisor took the vehicle and told me my vehicle had nothing wrong with it and replaced the missing lugnut on my tire. I asked about the noises since I didnt think a 1 missing lugnut would've caused it, but he said not to worry that my vehicle is fine. I still did not feel right about the issue, so I took it to another Honda where I had it previously serviced to check it. After checking it, they mentioned that I had broken lugnuts on my vehicle and to take it back to the last place that did the work to my car. I took it back to ******* Honda and they deny to cover the repairs needed and expect me to make payment as well for the damages made by ******* Honda from the service work done in Oct 2022. The ******* Honda shop lead and Service Manger have indicated that this is normal wear and tear to the tire bolts. I mentioned that I have only taken it to Honda dealership professionals for service and that I brought it back to them in Oct 2022 when I had the issues with my car after my oil change and tire rotation. I have had several vehicles and never had a the tire bolt get damaged and this would only be from negligent repairs. I have brought this to their attention and they refuse to cover cost to repair my car to safe condition. Still cannot believe they let their customers drive off in unsafe conditions. I need for my repairs to be completed since I need my vehicle for my every day use to work/personal. Also, they missing lugnut replaced is also one of the ones broken now as well.

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2023/03/09) */ Customer stated 4 months later he had issues with his vehicle and returned it to us. We ran a Carfax where the last dealership had serviced the vehicle was Vandergriff. We are not responsible for these damages. Carfax attached to email. Freeman Honda Consumer Response /* (3000, 7, 2023/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is incorrect. I went back right after my service last year when the issue originated and my car was not fixed by Honda. Vandergriff refused to touch my tires due to damages to my tires caused from my last service which was Freeman Honda. Freeman Honda let me drive away from their dealership with unsafe conditions to my vehicle twice, even after I took it back to them for the original issue. Business Response /* (4000, 9, 2023/03/10) */ Customer returned his vehicle 4 months later stating we damaged his lugnut/stud. Does not line up with the services and Carfax. These problems occurred at his original dealership he routinely services at. Please see Carfax report for this history. Customer brought his vehicle to our dealership at over 100,000 miles on 10/21/2022. Four months later he is making these allegations. It's not possible we could cause this type of damage and the customer drive for four months.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a Toyota Sienna mini van from the ******* Honda dealership. When we purchased, we were sold a bumper to bumper warranty. I believe it is the silver status warranty, which cost $3200. The gentleman who sold us the warranty explained that it was bumper to bumper, meaning it was supposed to cover everything for the first 5 years of our purchase. So far this has been an absolute joke. We had to replace our brakes 3 months after purchasing the van. The dealership was supposed to put on Toyota parts; however, they did not. Instead, we were back in the dealership within 6 months replacing the brakes again. Again, they were supposed to use Toyota parts and again, they did not. My husband had to replace the brakes again, but we took it to a private mechanic and purchased Toyota brake pads ourselves. This first issue cost $967. Now we are having to replace our thermostat on the van. Which again, we were told would be covered by the expensive warranty. However, it is not covered and we are having to pay $700 dollars to have it replaced. This warrant is a joke. The gentleman who sold it to us was unscrupulous in saying it was covering bumper to bumper, when it apparently doesn't cover anything.

  Business response

  09/13/2022

  Business Response /* (1000, 7, 2022/08/04) */ Hello this Lyman King with ******* Honda, I have done extensive research looking into this matter. I think there has been an error, ***** ****** has never purchased a vehicle from our store or ever serviced a vehicle here at our location. I think this may be at another store. Sorry for the delay.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/13/22, I had my car towed to Freeman Honda repair shop, because it was loosing power, hesitating and the check engine light was on. I was informed by the service advisor, that I needed major work, which I agreed to. The work included: an engine flush, replacement of gaskets, valve adjustments, new spark plugs, and several other repairs. I paid a total of $1,796.11 and picked up the car on 4/22/2022. On April 27/2022 I had to have my car towed again to Freeman Honda. My car was hesitating, losing power, and the check engine light was on just as before. The service advisor was aloof, stating that he has two engine repairs, two transmission repairs and other customers ahead of me. He also said to leave the car with him and that he would call me later. I had not heard back from Freeman Honda, until I called them on 6/17/2022 (52 days after I left my car with them) The service advisor stated "I'm glad you called" and that there would be an additional cost to repair my car, because of an O ring. He also said that the sludge had built up in the engine again.(5 days from the sludge removal process that I paid for already) I said to him "no, my car was returned to Freeman Honda within 5 days of the original repair with the exact same problems that it had before" and that I do not agree to pay a second time and that the repair should have been done right the first time. Advisor stated his boss would be giving me a call. He never called, so I called him that exact same day, I was told he was out to lunch. I called back after 2pm, he was still not available. I realized I had his direct dial number, so I called and left him a message regarding my car. It has now been (65 days). I have yet to hear from Freeman Honda. My expectation is that someone contact me immediately. I can be reached at 214-729-0057 after 10:00 am. Thank you in advance for your help.

  Business response

  08/29/2022

  Business Response /* (1000, 7, 2022/07/21) */ customer likes the loaner we have had her in and are trying to trade her into a newer vehicle. We have also worked with her on pricing to repair her vehicle.

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to ******* Honda and had a diagnostics test performed on my 2013 Honda Accord due to several lights appearing on my dashboard. Honda accessed the problem and informed me that it would cost $800.00 and all of the lights would be removed. After the repairs were made on July 9, 2021, and I paid $814.00, I noticed that the same lights still appeared on my dashboard. I brought this to the managers attention and he mentioned that he would talk to the service tech that performed the repairs/diagnostics and get back with me. In addition, before I left the dealership, the manager promise to make it right with me. He realized that a mistake/error had been made. It never happened. Next, he informed me that it would costs another $814.00. I feel like ******* Honda is acting in bad faith and deceptively. As of this writing, ******* Honda has not tried to resolved this problem. My invoice number for the repairs is XXXXXX and the Case number is XXXXXXXX. My car is drivable but NOT safe.

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/06/16) */ Vehicle was mis-diagnosed on initial visit which inadvertently led to inadequate repair. Cost of needed repairs total $1842.60. ******* Honda has agreed to deduct cost of the original amount $814 paid and an additional $200 discount towards the cost of needed repairs. Balance necessary to complete repair $828.60 for all labor and needed parts. Consumer Response /* (3000, 11, 2022/06/27) */ Wed 6/22/XXXX X:XX PM I spoke with the manager from ******* Honda on Friday and I am waiting for his final decision about my car. Thank you for your assistance, *********

*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. ↩