ComplaintsforRudolph Honda

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my 2018 Honda Pilot to Rudolph on 08/02/22 because of transmission concerns. When my vehicle reached 20 miles an hour, the back tires felt as if they were taking a jump simultaneously. This issue happened to me twice the previous week, but once the vehicle was turned off and turned back on, the issue was gone. Rudolph recommended that I have the transmission fluid drain filled, which should fix the problem. The day I picked up my vehicle, as soon as I drove it off their parking lot, my vehicle experienced the same issue. I drove back to Rudolph and did not turn off my SUV. ****** had one of his mechanics as a passenger with me so they could see the issue I was having with my vehicle since the issue with my SUV had not been fixed. We went around the block, and the mechanic experienced firsthand my concern. After this incident, my vehicle was inspected again, then I was told the *** fluid pressure sensor/ switch needed to be replaced. I took my vehicle back on 10/11/2022. Around Christmas time, I started experiencing the same issue. I waited to take my SUV after the holidays were over. I took my SUV to Rudolph. **** asked me to bring my SUV in when I was experiencing this issue. I took it back to Rudolph 2 or 3 weeks later, ***************************, had a mechanic drive with me. The mechanic also experienced the problem firsthand, and then I was told it was another sensor, but this time, it was the 2nd gear pressure switch. I was unhappy about this, and I explained to **** that I wanted them to make sure this was going to fix the issue because I kept having to pay for different repairs and the problem with my SUV had not been resolved. **** said this is just where we need to start. Two different mechanics experienced the issue with my SUV. This issue reoccurred this morning, August 23rd, 2023 This time, it happened once I hit 10 miles an hour both of the back tires felt as if they took a jump simultaneously. So, my problem with my SUV once again has not been fixed.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Less than a week of arriving to the state I took my Acura in for an oil change. The service employee at Rudolph Honda recommended transmission fluid service and I got it based on the recommendation. Less than a month later my engine lights came on, and I took it back to Rudolph Honda and they said I needed a new transmission. I found it odd that I needed a new transmission less than 30 days of installing transmission fluid. I allowed them to install a new transmission that took two weeks to install. I had to keep calling them to get updates during this time, and extending my rental car contract. They would tell me the vehicle would be ready one day and I'd call and that day would change. When I picked up the vehicle, starting it was a delay but I was assured it was fixed. I called the next day for a loaner because the vehicle was having the same issues although the engine light wasn't coming on. It's been a week and I have yet to get a call about the loaner so I can get the issue fixed. Now there's a delayed start and stalling like before and no one is returning my calls.

  

  Business response

  10/23/2023

  As per the desired resolution, we have contacted this customer.

  

  Business response

  10/24/2023

  Date Sent: 10/23/2023 5:18:55 PM
  As per the desired resolution, we have contacted this customer

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While driving my 2018 Honda Accord touring, out of no where multiple lights came on including alignment off. The following day the lights were gone but I decided to take the vehicle to Rudolph Honda just in case. The service manager informed me that it could be the fuel injectors but needed the lights to come back on. They reset the system and randomly the alignment was back to normal. The very next day the sensors came back on and the steering wheel was facing the 3 o'clock! I took the vehicle back in. I informed ****** the service manager that they should check the alignment before they plug in the computer. He ignored my advice and told me the computer said it was a break sensor. I was charged $**** dollars and then told it was good to go. The very next hour my sensor came back on. I brought it in and some how they said it was the alignment that needed to be fixed. Being frustrated and angry because if they would have done what I asked them to do the **** dollars would of never been charged but I calmly asked for a refund. The manager *******, ****** was very rude and refused to refund the money. I explained that I was charged for service I did not need. She continued to ignore my request. I asked if I could speak to her manager or the manager above or anyone that could help the situation. She informed me all the makers were on vacation they just left that day!!! Either way that same day I drove my vehicle around and the moment you let go of the steering wheel the car pulls to the right! So nothing was completed or done to fixe the car. On top of this I lost 3 days of work because of Honda. This is very unprofessional and to come to an agreement I even asked for just the labor but I would pay the part since it was installed. ******* still refused to give money back.

  

  Business response

  10/28/2022

  To whom it may concern:

  The ****** did bring their vehicle in for service due to warning lights illuminating on the dash cluster.  Through use of our Honda HDS system, there were three codes stored in the system, as documented on the repair order.  All three codes required a two step process during diagnosis; which requires us to clear the code and then drive at 32 MPH.  Once the vehicle was test driven to Honda specifications, the codes and lights returned.  With all three codes returning, the next step was to replace the Vehicle Stability Assist module because of internal failure, again by Honda diagnostic specifications.  It is important to note that there were not any other codes stored in the system.  Upon the ****** return, we were told by *********************** that she had hit a curb at some point in her driving of the vehicle.  The suspension sustained damage that made it impossible for us to properly align the vehicle, which we tried to do at no cost to the ******.  During the second visit, there was code stored for "steering angle sensor."  This code came on later, due to the Vehicle Stability Assist module working correctly after replacement.  When a vehicle is not working correctly due to damage caused by impact or other outside sources, as in this case, damage is not covered by warranty.  Our service manager advised the ****** to make a claim with their insurance company to try to have them compensated for the suspension damage.  We followed the protocols and procedures set in place by Honda.  In this case, the diagnosis was very simple and straight forward.  There was no mistaking that the Vehicle Stability Assist module had an internal failure, and therefore had to be replace before any other repairs could be diagnosed.  By the policies and procedures set in place by Honda, Rudolph Honda service department did everything we were supposed to do.  So it is in our professional opinion that we do not owe the ****** any kind of refund at this point due to procedures for diagnosis by followed at every step.

   

  Thank you,

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

  General Manager

  Rudolph Honda

  Customer response

  11/10/2022

   I am rejecting this response because:
  
  Multiple codes were on and Rudolph Honda did not properly diagnose the issue. The alignment code was on as well the first time my wife took the car in.   They avoided fixing anything when they were informed that we had a warranty. The service manager told my wife that all he was going to do was reset it and the problem would fix it self.  My wife is a teacher and lost work hours because she had to take time off to come in for a second time because it was not fixed. Every-time Honda told us the car was fixed and the issue gone. We had to return it and they had another excuse to why it had the same codes coming up. My wife also had to pay for Uber to get back to work that cost over 50 dollars because Rudolph Honda refused to give her a ride or lend her a loaner car. 
  

  we are asking for our money back because we don't even know if the **** dollar was the actual issue. When we told the service manager to put the old part back now that the alignment issue was fixed, so we can see if that was even the problem. She refused to do so. At this point I do not even know if the sensor that was replaced was " going bad" or if the car has actual other issues. When I spoke to ********************* he Informed me that his technician said my car has a bent bar or something that's why the alignment is off. The curb incident was a very small hit but it was weeks before any sensors came on. When I asked what bar was bent the answer was they don't know. 
  

  that is the issue with Rudolph Honda they just don't really know and charged me **** for a part that was possibly not the problem because the sensors are still on. After all of this the sensors came back on after the alignment even though the service manager said the car was fixed. I have purchased 4 vehicles from Rudolph and this is just very unprofessional especially to an active duty soldier who has very limited money. 

  

  Business response

  11/11/2022

  There is not much more we can do until the suspension is fixed.  Until that is done, the vehicle cannot be aligned properly.  Again, I would advise contacting insurance for repairs to the damaged suspension components.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Honda Pilot from Rudolph Honda December 21, 2021. This past month we have been dealing with vehicle issues with our new Honda 2022 Pilot. Within the first days of getting it the A/C wasn't working and we had to take it in to get it fixed. Along with that we have experienced so many other issues with it including sound and tech glitches. The worst of all happened when I was driving and it turned off on its own. It has been at the Rudolph Honda service department since May 12, 2022, It is now June 13, 2022 and no resolution. We just learned that on their end the falsely documented that the ticket was closed on June the 7th, when we didn't even return the loaner until yesterday, June 13, 2022. We have attempted to get in touch with the General Manager and schedule a meeting, and we just get told he is busy( he finally called back today, asked if we even left a message, when we said we did, he said his voicemail has issues). My husband got a call yesterday saying we needed to return the loaner car, which is a Honda Accord, (not comparable to our Honda Pilot, we asked for a comparable loaner car and were told that we were lucky to even get a loaner car), and pick up our vehicle because they can't seem to replicate the problem. Our main concern is the safety of our family and a vehicle that turns off on its own is not safe for our family which includes our 4 year old and our 6 year old. Rudolph Honda's (*******, **) customer service is absolutely terrible and it is beyond shameful that they know something is terribly wrong with this vehicle and are willing to put our lives in danger. The service manager, ************************* at one point tried to tell me that this issue is probably happening due to the use of ****** and **** gasoline. Yesterday when we went to drop off the loaner, we were told "we are in the business of making money" instead of resolving our issue they just want us to disregard our safety and offer a trade in value which would add 300 to our pay

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