ComplaintsforKaty Honda
New Car Dealers
Current Alerts For This Business
Pattern of Complaint:
Beginning July 2021 and continuing to date, the BBB has received complaints/reviews for Honda Cars of Katy that exhibited the same pattern of complaint:
Consumer complaints and reviews alleged when they purchased their vehicle they also purchased an oil change package. These packages ranged anywhere from 60 month period to the lifetime of the vehicle. When consumers took their cars in to receive their free oil change, the service manager is refusing to honor the agreement. Consumers stated they were told when the dealership’s owner changed, they can no longer afford to honor the previous agreements and consumers are out their money and oil changes.
The company has not responded to any of the consumer’s complaints or reviews regarding this issue.
In complaints/reviews received in 2024, consumer allege the dealership adds on different packages to the contract that the consumer states they were not aware of and did not authorize. Consumers are also upset that the final price of the car doesn’t match what was agreed upon.
Recent reviews alleged company is having consumers sign on an I-Pad so they are seeing the items being added on without their knowledge. They are also alleging if the consumer refuses to purchase the extended warranties, they are not able to purchase the vehicle.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hello: My name is Scoie *****. I purchased a 2015 White Honda Civic in 2018 from Honda in Katy, TX. Until recently, this has been the only auto mechanic shop that I have allowed to work on my car. Here is my story: On June 27, 2022, I purchased brand new spark plugs for my car. I was told that it would last for another 100K miles. On February 10, 2024, my car began to stutter/pull as I was driving home. I was able to drive it to Katy Honda. They paid for my Lyft ride home On February 12, 2024, I paid for an Uber to take me to work. This cost me $6.78. I called Honda Katy five times before someone called me back. The guy stated, “We couldn’t find a duplicate. Mam, you need to come pick up your car.” They refused to provide me with a Lyft. I got a ride from a co-worker. My car continued to stutter/jerk everytime I drove it. On February 28, 2024, I brought my car to Honda Tomball. Keep in mind that throughout this entire time my car couldn’t go over 40 miles per hour. The mechanic, Danny, showed me that those were the original spark plugs from 2015 and that those spark plugs had never been changed. Please note that Honda Katy said they “checked” my car and that nothing was wrong. I still have the original spark plugs in the picture in my possession. As a result of Katy Honda’s negligence and dishonesty, I had to pay a total of $571.47. Please see the evaluation notes below. The next day, I submitted my Katy Honda spark plugs receipt along with my complaint to Jose, the Advisor at Honda Tomball. He stated that he would forward my concerns to the Regional Manager. I called (twice) and texted (once) Jose, but never got a response. This is a sign of poor customer service. This incident was not only unfair to me, but life-threatening. Due to the negligence of Katy Honda, my life has been in danger since June 2022. This car could have blown up on me! It has also caused me to experience an extreme financial setback.Initial Complaint
02/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a vehicle from Honda of Katy last year, June I believe. A paint protection product was misrepresented to get me to purchase a specific vehicle on the lot. I did not want white but they assured me with this paint protection that came with the purchase of the vehicle the exterior was protected. I think there was one for the interior as well. Nothing was provided to me describing these protection programs despite asking for it as "they would have my info on file". Now I have a small chip in my new white car, after going to Honda service department they tell me I have to call permaplate. I called them and they say this is not covered. I was specifically told by the sales person it would be covered when he sold me the car. I just want the chip fixed, it's small maybe the size of a pee. I own the car, I don't regret that, but I wouldn't have bought white if I knew the coverage only covered a few things. Not happy that I was misinformed in order to make the sale. I have tried numerous times in the past month to get in touch with a manager (called and left a message, texted the customer line, emailed a feedback form), no manager has returned my call in weeks despite being told each time that someone would.Initial Complaint
11/28/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
on 8 23 2021 I purchased a used 2018 CRV I was told my purchase included a lifetime of free oil changes. I was never told there was a charge of $849.00 for this. Equally important is when Ive tried to inquire about the free oil changes they say they no longer honor this. They say this was voided when Lithia Motors purchased Honda Cars of Katy yet that is who owned the dealership when I purchased the vehicle. If they are refusing to honor the free oil changes that clearly I paid for why are they not refunding the $849.00?Initial Complaint
08/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Thursday, 8/3/2023 I brought my Honda CR-V to Honda Cars of Katy due to the A/C not working. The service representative both times has been Troy ******. By 8/4, I was told that the clutch and coil from the compressor was the cause of the problem and they would also replace the belt because there was some smoke coming from it. After the job was completed, I was able to pick up the car on 8/15. At the time Troy told me the belt did not need to be replaced after all, so the total charge was $2099.81 The A/C stopped working again after another 4 days and I brought it back to the shop. This time Troy reported that metal debris had entered tubes and caused damage that would require a much larger repair (estimated to cost around $3800). When I asked about where the debris came from, he said that it was from the old compressor, they were aware of it and it had been mentioned in the invoice, however this result was a "worst case scenario" and does not usually happen. As noted in the attached invoice, the only line mentioning "metal in system compressor is locked up" does not indicate whether the problem was dealt with or whether there is any risk from remaining debris. At no point prior to the second visit did Troy or any staff member bring the debris to my attention, discuss the risks, or additional options to get rid of the debris. His responses (text messages attached) indicated that replacing the compressor was the job that needed to be done. After multiple attempts (being told at first that the manager is too busy to call me), I spoke to manager Charley ***** on 8/28, who at first accused me of not choosing to do additional repair. After I insisted that no such option or risk was discussed with me, he said he would talk to Troy and contact me again. I have been unable to contact the manager since then. I appreciate your help in holding the company responsible for repair that is now necessary because they did an incomplete job and didn't discuss options.Initial Complaint
08/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 11/15/2022 I financed a vehicle from Honda Cars of Katy for a total amount of $38,126.60. My salesperson was Marvin ********* **** and my finance person was Elvis ****** *****. I expressed that I didn't want any add-ons with my financing. I only wanted to finance the cost of the vehicle and I was assured that that's all I would be financing. After the sale was complete I was not given a copy of the sales contract or my financing paperwork. I called the dealership the next day and spoke with Marvin about my concerns. He explained that I would have to speak with Mr. ***** and was transfered to his voice-mail. I left a voicemail with my concerns. A week went by and I did not receive a callback. I returned to the dealership a week later and was told that Mr. ***** was on vacation. I spoke with a difference finance person who gave me a copy of my financing paperwork. She informed me that Mr. ***** would be the one to give me a copy of the sales contract. She told me that she would talk to Mr. ***** and let him know my concerns. Another week went by and I had not heard anything from Mr. *****. It has now been 9 months since my purchase and I haven't spoken with Mr. ***** or had any of my voice-mails returned. I have not received my sales contract.Initial Complaint
06/06/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
My wife and I purchased a New Honda Pilot from this dealership on 6/03/2023. Our salesman was Javier *******. Javier took a test drive with us, and we agreed to purchase the showroom model Pilot after he assured us that we were going to pay what was on the sticker of the car. $50,500. We told him we would leave the dealership if we could not come to that arrangement. He originally brought us an offer for $,56,995, we told him no thank you, and that we were going to leave. He then brought back a PRINTED offer of $50,500, (which was what the sticker said), and said "I got it done for you, Sign here." We agreed and he moved us over to the finance manager Elvis ******. Elvis did not disclose any cash price of the vehicle as he went through the paperwork piece. The only explanation Elvis offered to my wife and I was about the Honda Sentinel program. He NEVER mentioned dealer options. I should have checked the entirety of the numbers before we signed, but our trust was placed in the hands of dishonest people. Elvis added $2,094 of additional cost to the price we agreed and originally SIGNED to pay. I noticed this on the evening of 6/03/, and immediately called Javier, and the dealership. Javier merely shifted the blame to Elvis and offered minimum resolution, telling me to come by Monday. My wife and I both took time away from our jobs to come to the dealership . We waited for over 45 minutes until I found Jessica the alternative FI manager. She explained that the extra charges were for dealer accessories and that they should have been disclosed during the signing of the paperwork by Elvis. She offered us $1,000 off the vehicle for our troubles. Jessica was the ONLY person we encountered here with any type of customer service skills. There is still a $1,094 gap in what we agreed to pay. I am not satisfied with the resolution. I have purchased several cars, I have never experienced such a poor experience. I will NEVER recommend ANYONE to purchase from this dealership!Initial Complaint
04/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a 2020 Chevrolet Malibu from the Honda Cars of Katy Dealership. Carl *******, my salesman told me and my daughter the car was 16,000 (before warranty, GAP, taxes, and fees) which we agreed to. (plus we were putting $3,500 down) When I went through the financing process and I seen they were charging 18,995 for the vehicle, I told the finance guy, Marvin ******* that was not the price I was quoted. Carl ******* then came in the room and told me that he quoted me the wrong price. I was no longer going to purchase the vehicle, but the General Sales Manager, Iheanacho O. came in the office and agreed to the 16,000 price by crossing out the old price and circling the new price. The finance Guy Marvin was supposed to adjust all the paperwork to reflect the amount agreed on. I signed all the paperwork on a small tablet. Marvin gave me a USB drive with my documents on there. Once I got home, I plugged the USB drive into my computer and noticed that the documents were not on there, just the paper that the sales manager had signed and some other receipts (No new break down, GAP or warranty was on the USB) I attempted to call the dealership, but you cannot get anyone on the phone. The dealership called a month later and said my license plate and registration had come in and that i could I pick it up. I went into the dealership on Thursday, 4/20/23, and picked up my plates and while I was there had the Sales Manager, Iheanacho O. print my documents. Once I got home and looked over them. I see they still sold the car to me for 18,995 (before all the other add ons). I tried to call up to the dealership to file a complaint and was told they would relay a message to the Sales Manager for him to return my call and still have not received a call back.Initial Complaint
04/16/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Party who did the damage: Honda Cars of Katy 21001 Katy Freeway Katy, TX 77450 What Internal damage to engine, specifically threaded hole in engine block that was stripped. This hole anchors an oil chain guide. Amount $ 2,457.80 When 03/05/2020 Why Incompetence Synopsis The reason for the delay in this complaint is: this problem is internal to the engine. Only after another dealer (**** *****) disassembled my motor was the problem discovered. This is the only time that I have ever had this type of work done AND I have only ever had work done at “the (Honda) dealer”. On the date noted, Honda Cars of Katy worked on my engine to resolve an oil leak. A bolt-hole for a chain-guide bolt was stripped. For over 2 years, this has caused problems with my engine, but I could not find the cause because this problem occurred internal to the engine. You can see from this narrative that **** ***** Honda determined that the damage was caused from over-tightening the bolt. From: Christian *****Initial Complaint
04/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Buyer beware! My experience purchasing a car at this dealership KATY HONDA (Jan 2023) has been the worst I've ever had (#nightmare). My daughter just graduated from college and got her first job. I’m working out of the country, so I referred her to Katy Honda to purchase a Honda Civic, it was a RED flag when the car was not ready in 5 weeks and still had a car payment. They sold her a faulty 2017 car for $17k. I think this car was flooded and been in an accident, fast forward to April 2023 the Transmission went out (only drove 1500 miles), towed to service and they told me $5800 for repairs. How can a dealership do that to a hard-working kid.Initial Complaint
03/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We entered into this agreement on 2/18/23. When I went to sign I noticed that the price of he used vehicle went up from 25,000 to 30,000 and that was with no money down. I asked them to put the correct amount of the van and was shocked when they were acting like I wasn't looking at the same van online with the 25,000 price.Then when he ran the paperwork AGAIN to the bank, we went from 0 money down to 900.00 down. So we went from 0 money down to 900 down and told WE HAD to purchase an extended warranty.The new van that we purchased was having issues. When we took it to be worked on, they gave us a new loaner vehicle. We were then told they never rec financing and we would have to get another bank to finance. This went on for 11 days. Every day I and my hubby would call to check status. They said that they knew they could get an approval and they did but they had to wait for funding. Now I have bought plenty of cars before and NEVER had to wait 10 days for funding and limbo like with HONDA. They told us it ws ok we were good. Again this went on for over 10 days. They ran my hubby credit a total of 25 times. they REFUSED our letters stating we didn't want the deal we wanted our van back we traded and we are done. They cut off communication completely. The GM left me on hold for over an hour to then pick up the phone and hang it up in my face. I went to the dealership to get my van and was told to leave and Jessica wouldn't come out to talk to me. I have text message and videos with them and being so rude and even when I would call they would pick up and hang up. I was told to not call them as they would not talk to me. They are illegally holding my personal property when THEY cancelled the deal. I have even contacted an attorney about this whole yo-yo scam.We even had a finance manager other than Jessica tell my hubby he thought they might have sold my van and that's why no one would talk to us. He was supposed to go check and promised to call us back,, not a word.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
27 total complaints in the last 3 years.
3 complaints closed in the last 12 months.