ComplaintsforGrapevine Honda

• Initial Complaint

  09/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went online at CarGurus and looked for a Honda Ridgeline I found one I contacted the seller witch was grapevine Honda I was met with a response from ****** *******, Sales Representative I asked for the cash price and he sent it to me it was also discounted for a cash price of $14,000 off I thought okay sounds good to me Ill go take a look when I got there I was met with a salesman ****** witch was nice I told him I found the deal To be a good one and wanted to drive it and if I liked it I would make a deal to buy it out right cash to get the discount he got the keys long story short I loved it was ready to make the deal then I was met with ****** *******, Sales Representative to let me know the deal was an error on the dealership there was only a discount of $7,000 and was sorry for sending me misleading information but we could make the deal for a higher price I feel very disappointed and upset I already got a loan for the full amount of what I thought would be the price I walked away without the vehicle I dont think it was fair it be mislead and I think it was falsely advertised I would not recommend doing business with grapevine Honda My name is ***** ***** this happened on date 9-14-24

  Business response

  09/16/2024

  Hi *****,
  Thank you for sharing your concerns. I understand how frustrating it must have been to encounter a discrepancy with the pricing information you received.
  It appears there was a glitch with our digital retailing tool, Roadster, which inadvertently displayed an inflated discount when selecting the cash payment option. Initially sent you the finance Roadster details with accurate payment information and informed you that the same price could be used if you decided to proceed with a cash purchase. When you arrived, I explained that the $14,000 discount was due to this glitch, and I regret that this led to a disappointing experience.
  Ive reached out to Roadster to correct this issue and prevent future occurrences. I apologize for any inconvenience this situation has caused.
  Id like the opportunity to discuss this further and work towards a resolution. Please contact me directly at ***************************** so we can address your concerns and hopefully make things right.

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

  General Manager

  Customer response

  09/16/2024

  Complaint: 22288228
  
  I am rejecting this response because:

  they are not trying to make things right they are deceiving people to get them in the door and then raising the price I have already hit my credit and got a loan to buy the vehicle and was met with a no deal unless I was willing to pay more then what was sent to me and listed online I am very shocked and disappointed this happened I was lied to and going home empty-handed hurt I feel wronged by grapevine Honda and Its staff I have the response from the general manager 

   

  Mr. *****,
  This was an error from our digital retail vendor. As soon as we discover the error we requested for a correction.
  Thanks,
  ***** *******
  General Manager
  
  Regards,
  
  ***** *****

  Business response

  09/16/2024

  The error by our vendor was corrected as soon as discover it.  I apologize for the inconvenience. 

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought from Honda of Grapevine a 2022 ****** Murano still under Factory warranty on May 06 2024, paid $25,250.00 cash. I picked up vehicle on Tuesday 07, 2024 in the morning before going to work. I expected car had been programed and be 100% ready for new owner instead they just fill up tank and wash car. I started myself to program vehicle with the help of the manual and ****** but couldn't make to work some functions like maps, e-connect , etc, I decided to take it to ****** of Grapevine to check it out they told me that vehicle USB memory is missing and even vehicle is under warranty this part is not covered because is not damaged or broken but missing. to replace card there is a charge of over $400.00. Since then I been back and forth to Honda of Grapevine looking for a solution, have call uncountable times and leave messages for managers, have talk to sales people and also have send them e-mails to be delivered to managers or whoever responsable at the dealership, had call many times to the front desk asking to have direct line or extension to managers and e-mail but no one is willing to share information to me. Till today no one had any contact with me or answer of any kind. This is so very disappointed, They were so happy at the time of purchase when I paid $25,250 my savings from 3 years and a half . Now there is nobody enough to bother to resolve my complain in a quick satisfactory manner. I feel been taken advantage, they saw me as an easy target, "a hispanic- woman buying a car by herself' I choose buying my vehicle from what I thought was a reputable and established business. Since I drove for 20 years a 2005 4RUNNER that has not all the technology that today's cars are equipped with I was completely unaware of the need of a usb card to the properly function of the technology that I bought along with vehicle.

  Business response

  08/15/2024

  Hello ******, 

  We can pay for the *** card on your ****** Murano for approximate $400. Please contact me directly to arrange with the ****** dealer. 

  Thanks, 

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

  General Manager

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

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

• Initial Complaint

  08/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Around June *******, I received a notification from Car Guru regarding a Honda Accord at Grapevine Honda in Grapevine, **. I followed up and scheduled a appointment, I was told that they probably was off that day. I worked with *******************. Upon finding a couple of problems with the car, he said that he would check into it and let me know. He provided a CarFax and details of the what had been done on the car. I was interested but needed to confirm the work had been done. Several Texts, telephone messages as well as notification that the car's listed price had been lowered. I was instructed to go to the website and complete a confidential credit application. I did. I was approved through Now/Com/Westlake Financing. I suddenly started getting text messages and telephone messages from multiple people trying to get me to go look at vehicles. I called ****, he informed me that I should have notified him immediately when I did the application...PUZZLED, I asked to speak to a supervisor, ******, who identified himself as the assistant to the *** He was absolutely no helped and never resolved my concerns. In addition, I get a text message that the car had been sold. Frustrated I called and left multiple requests for the Finance director or ****** or the General manager to call me...To date, I have not been contacted, I have no idea what has happened to my personal and confidential information on this car purchase. On July 30, I receive a e-mail from ****** "thanking me for my inquiry to their online internet sales....in addition, his title is Internet Director. This extremely alarming and I believe that that this dealership has scammed me regarding the purchase of a vehicle.

  Business response

  08/12/2024

  Thank you for bringing this matter to my attention. I apologize for the inconvenience and frustration you've experienced. We take matters like customer information very seriously. I apologize for any communication lapses. Please reach out to me directly so we can address your concerns promptly.

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

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

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

  Customer response

  08/13/2024

  Complaint: 22130823
  
  I am rejecting this response because: The telephone number is not correct, I contacted Grapevine Honda and asked to speak to the gentlemen..."we don't have anyone by that name that works here.  I attempted to communicate by e-mail....no response.

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

  Business response

  08/13/2024

  There haven't been any scams, we offered you a car for sale and you didn't purchase it. We keep all our customers informed secured. 

  We can discuss any issues you may have, by calling the dealership, coming in and speaking with us in person or via email to *******************

   

   

   

  Customer response

  08/14/2024

  Complaint: 22130823
  
  I am rejecting this response because: Obviously, ****************** did not read the complaint.  In addition, this has to do with a online credit application being done with Grapevine Honda, the approval and notification from who the lender was going to be......in addition, the individuals that reached out to me by text and telephone to "work" the deal....on the car I had chosen and was approved for financing.  My salesman was not even aware of the names and contact telephone numbers of those individuals

  In addition, in response to the BBB, you are the author of the information given to contact you.  I made two attempts to reach you at the dealership on 08/13/2024 and the response was there is nobody with that name that works here.  The e-mail that I sent to you was returned and I am still waiting for the two messages that I left for you by the "director of sales, the manager of sales" to return my call, message or email that they left for you.

  Your immediate attention is greatly appreciated.
  
  Regards,
  
  **************************;                                                                                                                                                                                                                                      ************

  Business response

  08/15/2024

  ********************, after our phone conversation today, we are going to search for a similar car to the one that already sold. I'll address the communication issues with my team. 

  We value your business, and we sincerely apologize for any inconvenience during your shopping process. 

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

  General Manager

  Customer response

  08/22/2024

  Complaint: 22130823
  
  I am rejecting this response because: Respectfully, *****/General Manager of Grapevine Honda is out of the office having surgery and will contact me upon his return/recovery to discuss resolution.  In addition, I have exchanged multiple e-mails with *********************** from the BBB regarding policies and procedures set forth by the BBB which do not apply to this matter/complaint status.  As a consumer, I appreciate the honesty by *****/Grapevine Honda to be informed of his surgery/recovery and he will prioritize my complaint upon his return...which I explained to *********************** who insists to penalize me by closing my complaint for not responding. As the complainant, I would greatly appreciate the understanding and assistance by ***********************/BBB to keep this complaint open so afford ****/Grapevine Honda the opportunity to address it.
  
  Regards,
  
  *****************************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2018 Kia **** on April 22nd, 2024 from Grapevine Honda. While there, the financing department gave us the run around on being able to finance the vehicle even with a down payment and blamed it on me and my husband owning to many vehicles for us not to get approved. That did not make sense to us as I knew for sure I could go to any other dealership and get approved (as we did not a month later for 35k). We went ahead and paid CASH for the vehicle in full that day. Grapevine Honda then proceeded to tell us that the vehicle needed detailing and an oil change before we could take it off the lot and that it would be 4 hours. I had received an email while purchasing the car from the service department that all of that had already been completed 2 weeks prior and the car had looked like it was already detailed when we test drove it that day. They then called me 5 hours later and said that the car would most likely be done within the next couple days. I called the following morning 5 different times to not only get hung up on several times but also transferred to people who werent even working that day. We drove up to pick the car up and were met with hostility. After receiving the vehicle, I had drove it less than 2k miles and only 29 days later the engine blew/began to have a rod knock. We took the vehicle to a certified Kia ********** and were told that there was stop-leak in the engine and that it would cost 11k to fix the issue. They stated that this was an obvious patch job to just be able to sell the vehicle. On top of everything, it is now July 8, 2024 and I have yet to receive the title to the vehicle, plates for the vehicle and when I called up there to ask, they said they were waiting on the **** RELEASE for the vehicle from ******. I know in ******** youre not allowed to sell a vehicle without the title/lien release in hand. This dealership has totally screwed us over and now we have a vehicle that doesnt run and cant fix it.

  Business response

  07/08/2024

  ********, thank you for sharing your concerns and bringing this to my attention. I apologize for any frustration caused by the experience you described.
  Regarding your purchase of the 2018 Kia **** with 158K mikes, I want to clarify that we did a safety and mechanical inspection.For your safety, we could not deliver the car until the inspection was completed, which sometimes can take a few days depending on parts availability.

  We regret any inconvenience caused by this process and any miscommunication that *** have occurred.

   We sold the car to you AS-IS due to the high miles, but we are willing to help to get the car repair for you.

  Please reach out to us to help you get your car repair. ************.
  Thank you,
  ************************* - General Manager

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 5th 2024, I purchased a 2018 white Honda odyssey with a little 0ver 53k miles on it. Went to look at it and were told that the tailgate was being worked on and that it should be ready by the end of the week. It was one month until I was able to pick up the vehicle,( June 6th to be precise). In the mean time, they provided me with a loaner. The loaner got rear ended and the party responsible took care of the repair of the tailgate( service stated that the entire lift gate needed to be changed). When I came to pick up my vehicle, there was a dent on the tailgate( almost solar to the one on their loaner. I was told it was like that. I went in to buy the car with 2 other people and none of us saw that dent there. I requested to see the pictures of the add posted on car guru( because the entire back of the vehicle was clearly visible. They told me that they no longer javelin those pictures and the tailgate problem has been recurring. The odyssey has been at Grapevine Honda since June 13th for the tailgate problem, and no one has reached out to me regarding the dent on my car. That dent was not there, I will not come and buy a car that is priced at over 23k with a dent on it. Please I need these issues fixed so I can start enjoying my purchase.

  Business response

  06/18/2024

  
  We can fix the dent for you. We will call you to get it schedule. 

  Customer response

  06/18/2024

  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.
  
  Regards,
  
  ***************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought car in to have a recall fixed. I was told the part was in stock. The service person ***** set appointment and said in stock. Scheduled *************** and that was done but guess what the part is only available for new cars to be sold. Ridiculous I have to drive a car that has a recalled part. My conversation is recorded and will be shared if this is not fixed asap.

  Business response

  04/08/2024

  We will contact you to schedule a time to get the recall completed. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ****** Rouge at this dealership 2/3/24 by a sales person by the name **** -- The initial deal was horrible as they are very dishonest about hidden fees. They were so pushy. The manager came by & offered a $200 discount on these items but I couldn't get away from not paying for that. Because I was desperate for a car and bc i'm in grad school I needed transportation to get around so I decided to move forward-- also purchased an extended warranty & 4500 dwnpayment. After about a week of having the car I noticed a sound under the wheel & (sounded like something was loose or something) so I went back to get it looked at, the service staff took my car back and reassured me nothing was wrong with it & that sometimes it can make a noise?? Days later I get a flat tire out of nowhere... Fast forward to today March of 2024-- I notice not only the noise under the wheel, my brakes were very squeaky & the a/c was loud & shaky like. I made an appointment to get my car looked at over spring break and they tell me to make an appointment for 3/18 as they were full. Yesterday as I arrive for my appointment a lady approaches me and tells me since my car is a ****** I'll need to go to a ****** service center so they can help me instead since they only work on Honda's...I proceed and go to ********************************* in *********. My complaints about the a/c and wheel noise was put on hold due to them needing to go inside my car they stated I needed to leave my car behind for a few days however they could look at my brakes and see what's going on. After hours of waiting they come back to tell me i need to replace both front lower control arms, replace rear shock absorbers & remove/replace both front sway bar links (the noise i've been hearing!) I was lied to & was given a car with major issues (over 3k in repairs which the warranty does not cover) . Driving this car could result in me losing control of the wheel and the car as a whole. I WAS SOLD A CAR THAT IS UNSAFE TO DRIVE!!

  Business response

  03/27/2024

  We attempted to contact the customer to help with the issue but not response. 

  Please have the customer contact us at ************. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Honda Accord Ex-L v6 March 6, **************************************************************************** which i immediately addressed my concerns to the salesman *************************, I also noticed a wet moist smell and addressed that as well, The salesman told me that they will get the issues fixed and not to worry. I decided to go ahead with plans to trust and purchase the car. After purchasing the car and getting it to my home i decided to go out and check to see where the smell was coming from. I removed the floor mats and the whole floor was "WET" and had a deep saturated smell. I also checked other things that a basic inspection would need and found other things wrong. I immediately text the salesman and told him. He told me to bring it back and they will take care of it and that he will get with the manager. I took it back the next morning and spoke with the Director in Service (*****) and i let him listen to the noise in the engine area and he was not pleased as to why they dealership let the car leave with any issue especially a deep noise with low mileage. He assure me that it will get taken care of and not to worry. Fast forward to today 3/13/2024. I receive a call from the service ***** believe that he is a lead or a supervisor, he tells me that the issue is a timing chain tensioner and that he or the shop is not willing to pay or fix the issue even though they knew it was an issue prior to me getting the car. This is a Certified Car with 73k miles and is having this issue and no one wants to do the right thing. (I am waiting on a call from the director now.) I feel that i was sold a lemon and was told that they will fix all the issues just to make a sale and put money on their table but take from my table. (The Director seems cool, so i will wait until tomorrow to see if he can get his guys to do the right thing. I'm still in shock that they are playing me like a fiddle and they knew it.

  Business response

  03/14/2024

  We are going to fix the car as discussed. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On January 13, **** we purchased a 2016 ******************** **** from Grapevine Honda. during the test drive, we were told by the salesman (*******) that all vehicles undergo an inspection process and that the truck was ready to go. When we finally reached the finance person (*****), he sold us the 36 month / ***** mile extended warranty coverage and assured us that it was a great plan and covered everything we would need.Fast forward to January 27, **** when we took the truck to the service center and my husband (a mechanic) told them that the radiator was cracked and it appeared that someone (a) put stop leak into the system or (b) mixed coolants resulting in rusting and cracking in the radiator and possibly the related parts within that system. In addition, we were FORCED to purchase LoJack because it was "already installed"; however, it wasn't setup / hooked up and that needed to be fixed as well. We were told we would receive a call on Monday, but that they weren't sure why we brought the vehicle to a Honda dealership as they didn't have a tech that knows how to properly work on RAM vehicles and that they'd need the "used tech" to look at it.Fast forward to January 31, **** as we haven't received any reply to multiple calls, voicemails, and text messages that we've left with the service center. Looking at other BBB complaints, it seems that the only way to get a reply from the business is to file a BBB complaint.At this point they sold us a vehicle that (1) wasn't properly inspected, (2) had the coolant / radiator improperly serviced, (3) didn't have LoJack installed even though we were required to buy it, and (4) will not respond to our calls / messages.We're requesting a call from a manager and for them to repair the vehicle at their expense since we've only had it 2 weeks and this couldn't have been caused by us in the limited time we were in possession of the vehicle.

  Business response

  02/01/2024

  We have addressed this concern and replace the radiator. Please close this complaint.  

  Customer response

  02/01/2024

  Better Business Bureau:
  
  I went to the place of business today. Spoke with the service manager, and they repaired the radiator free of charge and apologized. I also received a call from the General manager this afternoon. The response made by the business in reference to complaint ID ******** is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2018 Lexus RX350L from Grapevine Honda, the sales **************************** on 1/4/2024, along with a 4-year extended warranty to ensure everything would work properly. However, I found out the *** didn't work right away, and the Salesperson said Grapevine Honda services could upgrade the software and install the *** easily. After I brought the car back to Grapevine Honda to upgrade the software, I was told by the Services person that they couldn't do it, but that I could get it fixed easily by any Lexus dealership and the expense would be covered by the extended warranty. After bringing the car to a Lexus dealership, I was finally told the truth: the model didn't come with the *** and it isnt possible to update the software, I was going to have to spend over a grand to install Carplay if I wanted a ***.If I had known the *** wasnt included in the car, I would not have bought that car. For the whole time, the Salespeople promised the software could be easily updated and have the *** installed at no additional cost, and made me believe that wouldnt be an issue. I feel deceived by Grapevine Honda as they never disclosed the car wasn't equipped with ***. After I brought the issue up, they just shuffled me around to avoid accountability. I even talked to the ** Mayor ***** who was rude and said how could they know the car wasnt included the ***. Clearly, they are incompetent and will say anything, even lies, just to make the sale.This was a very bad experience with Grapevine Honda as the salespeople are not honest and dont care about the customers. The ** has no accountability as he wont stand by the car he sold. I will never deal with this dealership ever again and hope you wont have the same experience as I had.

  Business response

  01/31/2024

  This is a 6-year-old car with 88K miles that was sold AS-IS. The car comes equipped with factory options on the online listing. We are glad to purchase an aftermarket GPS unit to help with the situation. 

   

  Customer response

  02/07/2024

  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.
  
  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. ↩