ComplaintsforHonda of Denton

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 31st I came to Honda of Denton to cancel the extended warranty I purchased on 5/27/24. Just a few days after buying it. ****** told me it would be no issue to cancel the extended warranty and send a check to my finance agency EECU. It has been almost 3 months and EECU have not received the refund check from Honda of Denton.What's worse is I have tried many times to call ****** and his boss ******** to discuss this issue and every time I call, they are not available. This is unacceptable customer service and I WARN ANYONE THINKING OF DOING BUSINESS WITH HONDA OF DENTON TO AVOID THAT DEALERSHIP AT ALL COSTS. The moment they sell you the vehicle, they will be unresponsive for anything or any issue you may need help with. I've bought Honda vehicles my entire adult life and have never had a bad experience until now. This is the worst most unprofessional dealership I've ever dealt with. I want exactly what was agreed on. Cancel my extended warranty and send the check to ****.

  Business response

  08/07/2024

  This issue has been 100% resolved. 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have a 2007 Honda crv. It has a recall on door actuator. Honda of Denton declined the recall work for my car. I was not given a full clarification why it was declined.

  Business response

  07/29/2024

  The recall was for the driver's door lock actuator only and the repair per Honda was completed on 5/11/2019 Repair Order #******.

  Attached is a copy of all of your vehicle's history with the recall notices. 

  Business response

  07/29/2024

   

  Vin inquiry is showing all recalls have been completed on this vehicle.

  Customer response

  07/30/2024

  I am rejecting this response because:   I have looked at the response and rejecting because of the flooding reasons:

  a) the date provided in the attachments does not make sense . I have bought this car way before 2019 at ***** miles. ********** at 2019 the odometer reading can not be around 10,000.

  b) there is comments that the repair was declined no explanation why

  c) I have bought this car around 2013 time frame. How come I dont know any of this work that has been declined or performed by Honda of denton. Please let me know if I have signed anything.

  D) I am requesting to have a details on my car so that I can take informed decisions to fix the issues.

  thanks

  Business response

  07/31/2024

  During your visit on 5/11/2019 the recall in question was for an inspection of the Drivers Door Actuator only 14-083.
  

  After inspecting the actuator per American Honda's instructions, the driver's door lock actuator did not need to be replaced under the recall.

  The open recall was then closed by American Honda after submitting all required information.

  Once the recall has been completed, we cannot re-open or apply it to a different door lock actuator.

   

  During your visit on 8/13/19 you had brought your vehicle into service for door locks unlocking after locking and a radiator fan not working.

  After our technician inspected both concerns, he found the Left Rear Door lock actuator causing the doors to unlock with an estimate at that time

  of $380.95 to replace the Left Rear Door Actuator and $779.95 to replace the faulty fan motor.

  Both repairs were declined at that time, and you paid the diagnostic charge of $150.00.

  We unfortunately do not document a specific reason or ask our customers as to why they decline any repair.

   

  I do see you called in and spoke to one of our agents on 7/12/24 to come in for a door lock repair but missed your appointment.

  Customer response

  08/07/2024

  I have reviewed the business response .My objective was to clearly understand why it was denied. The reason stated was that the recall was for driver side front door only and it was checked and found ok and the recall was closed. There were no recall for other doors ( non driver side front and rear actuators). 

  My understanding was if there is a recall the part needs to be replaced no matter if it was working during the time of inspection.

  However, as Honda of Denton clearly clarified the decision from their side , I can move forward and take action to change my front door driver side actuator now which has gone bad recently. 
  Also I like to thank Better business Bureau for helping me out in taking an informative decision and also thank Honda of Denton for clarifying their decision making process.

  
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a check engine light come on my car, I took it to AutoZone and in 5 minutes they told me the problem was that I need my catalytic converter replaced. They recommended that it should be under warranty, so I call Honda to confirm this information. Honda tells me that over ****** miles, it is no longer covered. Its expensive for the part, so Im shopping around to see for a good cost what the repair will be. I went to Golden rule auto, and instead of just quoting me and taking my money like Honda was trying to do, they informed me that there is a federal rule where warranty HAS to cover up to 8 years or ****** miles. Hondas little lie about not covering this part almost costed me $3300!!!! So I talk to Honda again, this time a service advisor. He let me know that the ****** miles is correct, and that it was covered all along. When I brought up that on a recorded line, their staff lied to me about them not covering the warranty, they took no responsibility and then told me it will take up to 5 hours to diagnose the problem themselves (when it took autozone 5 minutes.) and that also they have NO eta on when the part will come in, as its on a back order and could take a very long extended period of time for this issue to be taken care of. I bring up again that this has been a frustrating process and so I talk to the manager about why would they give me wrong information in the first place? They blamed it on a cashier probably just gave me the wrong information and it is what it is. But why are the cashiers not trained to give the phone to someone who would know better than them? Why would they be trained to lie? now Im driving a car that has an issue that could be dangerous if not taken care of and its going to be longer before its solved because of their staff not caring,. The whole time Ive talked to their staff, they kept acting like they did not want to help and even at one point disconnected the call when I was trying to understand the situation.

  Business response

  02/01/2024

  We've made several attempts to contact *********************** to discuss her concerns. We have confirmed that the catalytic converter repair is covered under Honda's

  8-year 80k mileage warranty with no charge to ***********************. Unfortunately, the part is on national back order, but we've emphasized the urgency to Honda.

  Honda of Denton will complete the catalytic converter repair at no cost once we receive the parts. Please contact us to get this resolved.

  Customer response

  02/01/2024

  I am rejecting this response because:   
  

  one phone missed call from your customer service department this morning is not several attempts to reach me. Unsure why that needed to be lied about? Im working myself, I will call back during my lunch.

  my biggest concern is the lack of empathy that I almost spent thousands of dollars on a repair because of Honda lying about the repair not being covered under warranty when I called you guys on January 23rd. I wonder how many people call up there and ask about whats covered and they are also lied to and end up paying thousands because they trusted you guys. A completely separate auto shop told me the truth about the 80k 8 year rule, which is why I called back to clarify this with Honda yesterday, informing them that they misinformed me about this a week ago, to which no one cares at all. They should care, they are probably misleading god knows how many people who dont know better about whats not covered under warranty and people are giving thousands of dollars that werent necessary to spend on covered auto work. The training of your staff needs to be fixed so this issue doesnt happen again. And obviously Im a set week behind on a repair that could have been handled to where we could be a week closer to getting this on back order part. Driving a car with this serious issue.  

  Business response

  02/01/2024

  I sincerely apologize for any inconvenience caused by the miscommunication during your initial call regarding the warranty inquiry.

  We are actively looking into the matter and taking steps to ensure that our team is well-trained to avoid such issues in the future.

  Your satisfaction is our priority, and we appreciate your understanding. Please feel free to reach out to me at your earliest convenience.

   

  Hall *******

  ************ Office 

  ************ Cell 

  Customer response

  02/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a **** Honda Accord Hybrid September 25 2023. Paid all the associated fees, taxes and license fees for plates. It is has been 4 months and haven't received our registration, license plates and title. They keep issuing monthly Texas Dealer tags every month. I have repeatedly called and spoken with every person that will speak to me and every person keeps repeating the same response that is an accounting problem and have no idea when you will be receiving those items, but when you need a new Texas Dealer tag come on down and we will issue you a new one.

  Business response

  01/17/2024

  This issue has been resolved. 

   

   

   

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new vehicle back in September and advised Honda of Denton that I had traded my vehicle in. The purchase was beginning of September and my loan account was closed in Sept 13. With the original vehicle I had purchased insurance and life time warranty-both at which I would be refunded for if I traded the vehicle in and provided the necessary information. I did this, all my work is emailed so I have a paper trail. I was told by ************************* (Business/Finance manager) that I would receive 2 seperate refunds. One for the total of $512 and one for a total of $2059. This email was sent to me on 10/17 and 10/19 he was very responsive in the beginning. And told me to wait 6-8 weeks for the checks. After that when 6 weeks came and gone i had reached out to get an update. Here he told me the gap refund check for $512 was sent to the loan company. I spoke with the loan company and they closed our account before that check was sent. And the warranty check for $2059 was sent to us. And to get the gap check I needed to reach out to the loan company. I have done this and they needed additional information which I have no been successful in obtaining from ******. He has not returned any of my calls or emails I have sent for the past month almost. If this was a small amount I would not care but we are taking $2500+ I am hoping you can help me with this as this has become high unprofessional at this point.

  Business response

  01/03/2024

  This issue is in the process of being refunded and resolved. 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Around June 10th I went in to Honda of Denton to get a new vehicle. Process took forever, but we got put into a 2012 ********** tiguan. Ever since we got the car it has had nothing but problems that Honda has refused to resolve, basically telling us "Sorry about your luck. " First issue was the alternator was faulty. We tried to get honda to fix the issue, but they refused, so we had to come out of pocket for the repairs, well over the cost of a car payment. The second issue we found out while getting alternator repaired was that there was no oil in the car, so their service department didnt do a proper inspection of the car before selling, and as before we tried to get honda to fix the issue, they refused stating "you bought the car as is." So both these repairs came out of our pocket without the help of Honda resolving their issues. They have been giving us the run around, making me wait hours on end just to speak to a sales manager that is no help whatsoever. Another issue is the plates for the car. We still have temporary tags because the previous owner still has the title for the tiguan, which means Honda doesnt even legaly own the car they are selling us, after hounding us day after day to bring our title for our trade in. Recently a belt snapped and messed up the pulley system so we requested Honda trade us out if said vehicle into something more reliable. Honda refuses to fix the issue the caused, and is telling is "Sorry, wish I could help." And is making us re apply for another loan to get out of the lease for the car they sold us that isn't working, stating it's the only way for us to get another vehicle while we are stuck with the current loan over our head with a broken vehicle and no way to get out of the situation. All of these problems have occurred before we even made our first car payment, so I feel we have been treated poorly by Honda of Denton and their staff.

  Customer response

  08/18/2023

  I would like to remove this complaint about honda of denton 

  Customer response

  08/18/2023

  Honda has reached out and resolved the issues happily. I would like to close the case 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was told the used 2016 CRV I purchased had new tires. 5 DAYS after purchasing the tire light came on and I took it back to the dealer to check out (2nd time in less than a week). They told me the new tires had uneven tread and I had to buy 4 new tires /alignment/rotation for a cost of $900 -less than a week after purchase. The car is pulling to the left even after they moved the back tires to the front to try to help with a little bit of the tire life. This was actually the 2nd time I had taken the car back to them within the 5 days of purchase because of pulling to the left and one of the tires had low tread. When I test drove the car, one of the rear tires was flat, and I pointed it out and they said, its no problem the tires are new . However, I was then told that they dont give new tire warranties on used cars. I just want them to put 4 new tires in the car and do the alignment and rotation!!

  Customer response

  07/20/2023

  Honda of Denton replaced all 4 tires with the alignment, balance, rotation TODAY!! July 20 2023!!!! They took care of it after seeing the bad review I gave them on ****** reviews for the world to see!!

  Business response

  07/25/2023

  This issue is in the process of being resolved. 

  Customer response

  07/26/2023

  I have reviewed the business response and accept this resolution.  The business has replaced all 4 tires, did an alignment, balance, rotation and gave a two year road hazard warranty on the tires. I will contact the BBB by phone to remove complaint.  Thank you!

• Initial Complaint

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a CR-V hybrid sport on 3/16/23 from Honda of Denton. My salesperson, ********, told me that my vehicle came equipped with technology features (Wireless Apple CarPlay and Honda Link that included 24/7 GPS tracking and remote start from my phone) that it actually doesn't have. She assured on multiple occasions that these technology features, and a warranty, were part of a package (appearance package) on the invoice negotiation. I went up to the dealership yesterday (3/20/23) to get help with setting my vehicle up with those features. ******** told me that I needed to call Honda and have Honda activate it. I called Honda Customer Relations and was notified that my vehicle (VIN *****************) is 100% not equipped with the package to activate that technology. I went to the dealership this morning to discuss this with management. When I reported this, the manager apologized that ******** said this, informed me that she's new, and said that he would have to review the sale documents. He came back to me to tell me that the package I purchased included all weather floor mats from the dealership (this was a $4797 package) not technology- and because he wasn't involved in the sale, he would notify the manager that was involved and have that manager come talk with me in 2-3 minutes. 10 minutes later, I was still waiting for ******, the sales manager associated with my vehicle purchase to come talk to me. My total time in the dealership this morning was 45 minutes and no amends or attempts at amends were made by the dealership to correct this massive false representation/sale by a salesperson. I walked out of the dealership. I either need to be provided with a vehicle that does have these technology features, need to be refunded for that package, or have the sale canceled.

  Business response

  03/27/2023

  This issue has been resolved. 

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i bought a car from here and have had nothing but issues!!!! The service manager had to give me his personal phone number to help but than failed to ever help me. i was also suppose to get another call from the finance manager and never heard back from them either. I have taken my car to their dealership at least 4 times for a minor oil leak that now is a huge problem. they kept telling me they could not find anything wrong with the car. but i could see the oil literally dripping while it was at the dealership. The refuse to help and refuse to fix the issue. no matter who i talk to. They are inconsistent and took 2 weeks to even look at my car and pretended nothing was wrong with it. when i drove off the lot i had issues. a flat tire and a horrible oil leak. I have spent so much time and money trying to get this fixed with no help. i have called texted went up there had my car there for weeks with them and still no help on the issue. i still to this day can not get any help from them. they kept promising me if i took my first negative review down they would " do right by me" they never did. im still having issues!!! when are you going to make it right? i explained my ongoing health issues after cancer and needing a dependable car. they still sold me something thats not at all. I would like this dealership to finally fix my issue free of charge it needs a PCV replacement and an oil pan replacement it has needed this since day 1 when i drove the vehicle off the lot but they have failed to fix any of my issues after multiple attempts.

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/03/22) */ Contact Name and Title: Rob T**** Contact Phone: 9405357705 Contact Email: rt****@hondadenton.com This is process of being resolved. Consumer Response /* (2000, 8, 2022/03/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm unsure how to update my previous rating. However I was in direct contact with Hall the entire time. He reached out immediately and worked hard on getting my issues resolved. They took care of all of my concerns and I just picked up my car today with all the work fixed. This should resolve the issue I was having. They do try to make things right and to keep their customers happy. This issue is resolved and I appreciate hall for everything he did.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Salesperson asked me to do a "soft pull" on my credit by filling out the application for a credit pull. I was reassured that this was just preliminary and they would only run my credit after we agreed on terms. As soon as he left and went into the fish bowl where the managers were I got an alert that a hard pull on my credit happened. This is a deceptive tactic being used by this dealership which has harmed my ability to buy a car elsewhere due to an unnecessary credit inquiry on my report.

  Business response

  03/14/2022

  Business Response /* (1000, 7, 2022/02/17) */ Contact Name and Title: Rob T**** Contact Phone: ********** Contact Email: ********************** We have been in contact with the customer regarding this matter. We have also reached back out in order to get a resolution and are waiting to hear back.

*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. ↩