Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had to pay for a tow truck, a diagnostic fee, and a rental car along with a LOT of inconvenience due to egregious practices in the service ***** The diagnostic was never run, though I paid for it. I also had to pay for car to be towed based upon this fabricated diagnostic test and shotty work.

  

  Business response

  02/25/2025

  I am attempting to contact ***, she was given a refund on Jan 25th, I need to make sure that she is looking for something additional. I will send further info as soon as we talk to her. 

  Customer response

  02/26/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Tower Honda June 2023. I took it in because all the services lights was coming on. I paid over $2000 to have the turbo replaced. I was told the issues was resolved. I had to take my car back a week later for the same issues all the service lights on. The said it maybe a bad turbo or something else. I returned a few days later to pick up my car and was informed they resolved the issues. I had to bring my car back a week or so later the lights came back on. They had my car for a few days maybe a week. I was told when i returned they think they resolved the issue. July 31,2023 i had to bring my car back because all the service lights came back on. August 7, 2023 i received a call from service department stating it was the engine wires and it would cost me $1500. I informed them i did not have more money to give them. They asked if i wanted to trade me my. When i brought up that i don't feel i should pay again because they was suppose to resolved the issues when i brought it in June. They stated that the things they did needed to be done. I did not bring my card it to have random things done. I brought it in strictly for the services lights that are still coming on. I do not fill i should have to pay any more money to have this issue resolved. What i brought my car in for has never been fix and Tower Honda wants me to pay them again for the same issue i originally brought my car in for.

  

  Business response

  09/07/2023

  Vehicle came in on 6.20.23 at 77756 miles with code P003A (low boost) and found turbo impeller bearing loose. Replace turbo and retest and test drive 20 miles all ok.

  Vehicle came in on 6.28.23 at 78157 miles with code P0046 (Circuit performance turbo actuator) after performing test we replaced the connector related to this and retest system pass, test drove 40 miles.

  Vehicle came in on 7.31.23 at 79695 miles with code p0046 (Circuit performance turbo actuator) after performing test we contacted Honda Tech Line and recommended tests performed results where to replace Engine harness.

  Estimate to replace Engine Harness is $1530.00 plus tax, we offered to replace the engine harness for $170.00. customer declined repair.

  offer is still valid until 9.30.23.

  Customer response

  09/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  As stated before i should not have to pay again to resolve an issue that the dealership techs are having a problem figuring out. ******* stated my car needed the repairs, i didn't bring my car in for those repairs i brought my car in for the service lights. i paid over $2000 and was told the service lights should not come back on and they did several times & still is. Tower Honda has not resolve the issues they were paid over $2000 for.
  
  Sincerely,
  
  ***** ********

  

  Business response

  09/19/2023

  I believe we have offered a more than fair resolution for this problem, I'm sorry if you don't agree. When repairing an automobile, fixing one problem does not mean that another problem won't arise. Most extended warranties have a $150-300 deductible, all we are requiring is $170 to complete the needed repair. If the harness had been required at the same time the turbo was replaced, the repair bill would have been roughly $3900 total. You paid $2389, and $170 is required for wiring harness, for a total of $2559. Saving you $1341, as I stated I believe this is a more than fair resolution. 

  Customer response

  09/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  we can agree to disagree. When i brought my car in for service i was told the repair would resolve the issue. Honda may consider it fair but I'm not paying twice for the same issue. There is  no grantee it will resolve the issue. If honda was sure we would not be where we are now with this issue and i would not had to bring my car in so many timesfor the same issue. Thank you but no thanks

  Sincerely,
  ***** ********

  

  Business response

  09/21/2023

  I consider this matter closed. I am not going to go back a forth over a problem that her car developed after we fixed one problem. Fixing one issue, replacing the Turbo, which was needed to fix the car at that time, does not mean another issue won't arise. We are offering to complete $1500 repair, for $170. If that's not fair, I don't what is. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Engine replacement with a newer used engine. Used credit card for down payment. The rest was financed. A few days after engine replacement, I lost all transmission fluid while driving. The cooler line had come off and leaked out fluid. The service advisor was hateful so I emailed general manager. One response saying he would refer me to service manager. I heard nothing after that. After repeated emails, still nothing. I started credit card dispute process and got a chargeback. But now 4 months later, it’s being reversed. I guess I will have to sue. I bought a warranty but they said they weren’t working on transmission. But I felt since the mechanic admitted fault, they should be responsible. Thanks *****

  

  Business response

  08/04/2023

  I have attached the documents showing the authorization of the quote and a down payment for us to order the engine. In this attachment is also the completed repair document and payment when job was complete and all signed. also note this also was disputed through her credit card company, that they in turn, favored Tower Honda on this repair.

  Customer response

  08/09/2023

  The business never quoted me a cost for transmission replacement. I called and emailed without response. I had a warranty that was apparently useless for the service. Thank you ***** 

  

  Business response

  08/10/2023

   The engine was replaced as requested by the customer, vehicle was not driven before that. Engine was then replaced and test driven with her friend ***.

  After the test drive the customer was told that a transmission was needed and ask if she would like an estimate, the answer was no can't afford it, so no quote was given.

  And the vehicle never came back to the shop for any problem.

  Customer response

  08/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  It simply isn’t true. When the vehicle was test driven, it was 2 quarts low of atf. I never had any trouble before the engine replacement. A line came off because it wasn’t secured during reassembly. It was documented. The estimate came from transmissions unlimited. If that hadn’t happened I could have probably had it rebuilt some time in the future when necessary. As it happened, the damage was unrepairable. I tried to call, email, etc. They ignored everything.  
  Sincerely,
  
  ***** ******

  Customer response

  08/19/2023

  Breach of implied warranty. The service didn’t do what it was intended to do. An engine replacement involves many connections. I’m not a mechanic. Was I supposed to go check everything afterwards? I assume the parts involved were inspected. Before and after. No one asked me if I wanted to replace lines, hoses etc. I’m checking now if this falls under DTPA. I purchased a warranty and there’s just a known warranty that if things weren’t done properly, you’ll be protected. 
  Thank you 

  Customer response

  08/28/2023

  I purchased a warranty. Also the mechanic made a mistake which caused failure of transmission. I have two other shops’ opinions about whether or not loss of transmission fluid=ruined transmission. Even a few quarts low would cause slippage to take place. I lost all over a course of probably a mile. They offered absolutely nothing for the damages. 
  Thank you,

  ***** 

    

  
  

  Customer response

  08/28/2023

  When the service advisor was helping me, she asked if I wanted the 6 month (parts only) or the 12 month (both parts and labor) and there was a price difference. When I get the receipt, it didn’t have anything about the warranty. I didn’t think anything about it until I broke down after the engine replacement. I’ve been trying to get that information. The service manager kept saying it “came with it” so what did I pay extra for? I don’t know. But my friend was there when the service manager asked me. The parts person also told my friend “she’s going to want to get the 12 month warranty”. So I did that. The service manager emailed me the invoice of the engine assembly which shows the part including the 12 month warranty. If it comes with it, what did I purchase? I mean to me, they are either selling something that comes with the part (from supplier), which is fine, or they are selling me warranty on the “labor” of the “parts and labor”. I really don’t know but they should honor the warranty and stand by their service. 
  Thanks again 

  

  Business response

  08/30/2023

  I have sent the customer by email the only information on the warranty that I received from the vender.

  I have attached the document that was emailed as per her request.

  .

   

  Customer response

  09/07/2023

  No. I do not agree they addressed issue. They never did. They never accepted they made a mistake in repair which led to transmission failure. I have sought legal aid and it falls under the Texas Deceptive Trade Practices Consumer Protection Act (DTPA). Namely:

  A. False, misleading and deceptive acts and practices in violation of Sections 17.46(b) (9) and (12) of the DTPA; and

  B. Breach of an express or implied warranty in violation of Section 17.50(a) (2) of the DTPA.

  Thank you, 

  ***** 

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 2, 2023 we brought our 2018 Honda Accord to Tower Honda for the routine oil change, tire rotation and inspection. We were told all was great and left 30 minutes later On May 4, 2023 our car suddenly overheated (first time ever) where we had to pull over. We let the car cool down and drove home. About an hour later I went to check under the hood to find the car was very low on anti freeze and air filters cakes with bugs. It was apparent things were not checked 2 days earlier. We contacted them that day and was told service manager was out til Monday but we could bring it back for oil change. Today, May 9th we are here.and they said they changed our oil again and did notice the dirty filters that they could replace for 90$. They then ran a free diagnostic test and said we needed to repair a head gastic. I then told them that our car has never had an check engine light on at all nor ever overheated until May 4th. They apologized for apparently not checking everything on the first trip and said they would pay half of the head gasket repair job that would cost $4200. I asked them to take care of this problem for free because it was their neglect that led to this issue. They refused.

  

  Business response

  05/25/2023

  On 5.9.2023 customer brought vehicle back in from the service done on 5.2.2023, customer was concerned if oil change was done and low coolant. We checked the oil and it was changed but agreed to change it again. The customer stated it had overheated and was low on coolant. We checked the vehicle for codes and it did not have any low coolant codes or any over heating codes. But since the customer said he had to add coolant we ran some tests and using a borescope we found it was leaking coolant into one of the cylinders. (the coolant leaking into the cylinder explains where the coolant went)  customer was brought to his car and shown the coolant leaking into the cylinder. while the customer feels as if we caused this problem it is obvious with no over heat codes and or no low coolant codes but being low on coolant we did not cause the engine to loose coolant. The engine caused the the coolant to be low.        Customer was offered a repair at a discounted price and customer declined the repair, since then the customer has contacted Honda for assistance and we are now communicating with Honda on this vehicle.

  Customer response

  06/05/2023

   
  Complaint: 20038913
  
  I am rejecting this response because:
  
  Sincerely,
  
  Jeremy Chad Ferrell

  Customer response

  06/06/2023

  First of all, there is no way to tell if the oil had been changed since synthetic oil holds up very well.  The service manager admitted to me that I would just have to take his word for it.  However, the oil being Changed is irrelevant to the problem.  The problem is that I had been told, and have documentation to prove, that they were checking my fluids each service and looking for problems that might come up.  The documents that I am attaching show that in fact they were not doing what they said.   Notice also the services I was offered on the 3rd document.  I was told on the 9th of May that the original cost of a head gasket repair would be around $4200.00 and then my receipt showed a whole package of services would cost around that much.  Notice also on the 3rd document that they offered me a Transmission Fluid Change.  The manufacture recommendation for a transmission fluid change is every 50,000 to 100,000 miles.  Notice on document 4 that they scheduled an appointment to change my transmission fluid and brake fluid on Aug. 5, 2022.    Changing the brake fluid and transmission fluid was communicated to me as being part of the certification process before I bought my Certified pre-owned Honda Accord.   It is Obvious to me that Tower Honda of Longview have falsified documents and are refusing to own up to their mistakes and make things right.   You may ask, what does this have to do with my car overheating and a head gasket leak?  I will explain.  According to RAC Drive, Head gasket failure is usually the result of engine overheating.  According to NAPA Know How, the number one reason for Head Gasket failure is Engine Overheating.  There are many more examples on the internet, but you get my point.  According to Goodyear Auto Service, the number one reason for engines overheating is “Too little or no coolant.   If Tower of Honda had been inspecting my vehicle, as they reported, they would have noticed the problem earlier, at which time my vehicle would have been still under warranty from the manufacturer and they would have made the proper repairs.  Notice on the first document that my vehicle is only past warranty by just over 5000 miles and that my vehicle is scheduled for maintenance and inspection every 5000 miles.   I ask Tower Honda of Longview to reconsider and pay for the damages caused by their neglect.   Thank You Jeremy C. Ferrell  

  

  Business response

  06/08/2023

  As of 6.8.2023, we have contacted the Manufacturer and the customer was offered assistance and assistance was declined. As of now he would need to contact the Manufacturer if he changes his mind for assistance on the repair.

  Customer response

  06/08/2023

   
  Complaint: 20038913
  
  I am rejecting this response because:

  Honda refused to admit their responsibility and make good by paying in full for the repairs my car needs due to their negligence.
  
  Sincerely,
  
  Jeremy Chad Ferrell

• Initial Complaint

  01/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This dealership is using false advertising. They have a Honda EX-L advertised as $35,400 MSRP. I will provide the link to their website for the listing. They would not give me a price by email or text, and said I would get their best price when I came in. So I came in today to talk to them about the car. The actual price was over $50,000. Nowhere on their website is that listed. It clearly says $35,400. I looked back to see if there was fine print. There was none. I drove from ************ to Longview based on this claim that the car was $35,400 MSRP, which is a lie. Businesses should not be allowed to falsely advertise a price to get customers to come in and then completely change the price that was advertised by $15,000+. This is the listing for the car on their website. ********************************************************************************************************************************************************

  

  Business response

  02/02/2023

  We are authorized to only list the vehicles MSRP on our website, we cannot list anything higher per Honda the manufacturer. The vehicle she looked at has a laundry list of dealer installed options, upgraded wheels, tires, and spoiler just to name a few, and due to the extremely low inventory of 2023 CRV's, we also have a market adjustment listed on our addendums. The addendum is right next to the window sticker on all of our cars clearly listing all of the installed accessories and the market adjustment. We also offer all of our customers on the initial worksheet, which she was shown, vehicle service contracts, gap insurance, and our Car *************** program. The salesperson was not given the opportunity to explain all the different options, she just got up and left. All Honda dealers have dealer installed options that are added to the ***** some of those are standard additions like wheel locks, and splash guards, but Honda also has a whole catalog of additional accessories that can be installed, and we do add accessories a lot of our new car inventory. Our website does also have the below disclaimer. 

  *Prices shown are manufacturer suggested retail prices only and do not include taxes, license, market adjustment or doc fee. Manufacturer vehicle accessory costs, labor and installation vary. Please contact us with any questions. Pricing does not include any additional dealer installed accessories.

  Click on this link and scroll to bottom of page.

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

   

*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. ↩