ComplaintsforClark Knapp Honda

• Initial Complaint

  04/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Brand New Vehicle on April 7,2023. On April 12 I was out of town in the vehicle and it suddenly stopped out off no where , the car did a hard break and wasn’t responding to turn it off or anything . It didn’t move at all . It was taken to the dealership and they called me on April 13 to tell me the car was ready that it was a fuse , let me state that I live 2 hours away where the car broke down. I then received a call a few minutes after telling me to not go in because the car did the same thing that it burned all fuses due to an electrical issue. And that they can’t figure out what’s wrong, I have been Carless for the last 2 days. I believe it’s to early to be having issues with the vehicle so early on, I only had it for 5 days.

  Business response

  04/17/2023

  Vehicle exchange inquiries are handled through the manufacture directly. The customer service number is 1-866-864-5211. After the customer opens the case with American Honda, we will provide Honda with all of the necessary information so that  they can evaluate her request.

  The vehicle broke down in Laredo, Tx and is at Same's Honda. In order to better assist the customer, we, the dealership, at our expense, are towing the vehicle to our location and putting the customer on a loaner. As of today, the vehicle hasn't arrived.

   

   

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two parts (molding assemblies) for our 2017 Civic on 1/29/23 through their online parts website (hondapartsonline.net). Upon inspection, one of the assemblies was deemed defective ( a bent retaining tab). I sent an email on 2/6 with photos showing the part and the defect to their email address (parts@hondapartsonline .net) requesting a replacement part. I received a reply that same day by email from someone named Rey asking for additional pictures of the box the parts were sent in along with one showing the part label with the part number of the defective part. I responded immediately with those additional pictures. This is now 2/23 and I have received no further responses or updates from anyone. I have resent additional emails and tried to call the number (800-960-2462) given on the order slip but no one ever answers their phone in their parts department or has responded to my subsequent emails for any update as to what's going on. At this point I'm beginning to feel that they don't have any intention of responding at all to my request. If they can't provide me with a proper replacement part (preferred) then I would simply ask for a refund ($22.19 plus applicable S&H charge) back to my CC.

  Business response

  02/28/2023

  We filed a claim with the carrier and it was approved. We issued a refund on February 20th, 2023 and informed him that if he still wanted the part, he would need to reorder.

  Customer response

  02/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  They claim they submitted a refund, but upon review of the account history of my CC used to make the purchase, there is no evidence of any refund, and I never received any refund from them by direct mail either. Also, there is no evidence of them ever contacting me by email or any other way regarding reordering.
   
  

  Business response

  03/16/2023

  Attached is proof of refund. The refund was processed 02/28/2023.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The six clips (91574-S2X-305) that I purchased from ClarkKnappHonda failed while I was driving on the highway, causing my a-pillar trim on the driver side to rip off and smash into my paint along with cracking several additional parts and clips. After evaluating the clips, the adhesive separated from the foam, i.e. the clips are defective, and after reviewing both a-pillars on driver and passenger side, all six clips have had the adhesive separate from the foam, i.e. are defective. And to be clear, there is considerable damage to my vehicle from these defective clips, at least $300~$500 in damage. I have asked ClarkKnappHonda multiple times, through multiple channels, to provide a full refund of the $154.87 purchase. And if they want the parts back, to provide a prepaid return label. ClarkKnappHonda has absolutely refused to cooperate in any way, and have either ignored my contact attempts, or sent generic copy-paste responses that don't apply. I spoke directly with Honda Corporate, and they confirmed that ClarkKnappHonda is directly responsible for the refund, as ClarkKnappHonda sold the parts to me, as an authorized Honda dealer. Its really simple. Refund my money. That's all i'm asking. I am being extremely fair and lenient, considering the $300~$500 in damages to my vehicle that i had to repair.

  Customer response

  01/19/2023

  I would like to close this complaint as a resolved. However, I would like to leave for the record that I had to escalate my complaint to the PayPal buyer protection program, and PayPal refunded me, in spite of this business's complete refusal to respond or cooperate in any manner.  So, although I am closing this complaint, I want to make sure it stays on record that the business did not resolve the complaint. I had to spend a considerable amount of time and effort to expedite a claim with PayPal and have the refund forced through. Anyone reading this should know that Clark Knapp Honda does not in any way care about you or your vehicle, they just want your money.
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. Paid 30,000 for a used Honda accord 2020, salesman never informed me that the new Honda accord 2022 are the same price. 2. Similar to revving noise without the RPMs going up. Happens at random times. Didn't take it to the dealership until the 67th day after purchase because that's when it started to struggle to turn on and a couple of other problems. Told the dealership that my code reader didn't show any codes but did say that my ignition coils had a 36% chance of failing. (Still have the code reader report as proof). They replaced the battery and told me that they couldn't replicate the rest of the problems. 3. Took it in today 11/28/2022. All the following I let the service person know: Honda app and car dashboard let me know that there was "Brake System Problem", Anti-Lock System Problem", and a "Tire Pressure Monitor System" problem. LKAS and ACC systems were no longer working and pressing the buttons to activate them did nothing. When heater is on, car makes loud airy sound. When car cooling air is turned on, makes more subtle airy sound. Like if something is stuck in the air system and is flapping. Check engine light, battery light, and a steering wheel light turn on when i only turn on electrical systems and not motor. Loud ticking sound more noticeable at end of day after being driven. Video of it shown to service person. Code reader ran again, stated 39% probability that ignition coils will fail. Revving sound still occurs. Dealership stated that they cleaned the air filter and that the airy sounds went away. They said that they couldn't replicate anything else. Service person stated to send him video and maybe the next day the mechanic can diagnose the problem better. 4. called salesman, stated all the problems, asked him what could I do. He responded that all i can do is buy a new car and turn this one in. ***I have video proof and picture proof of when these problems started to get serious. Purchased 9/13/22. Warrantee runs out 12/22/2022.

  Business response

  11/29/2022

  The vehicle is currently being diagnosed in our service department. We will continue to work with the customer to address all of his concerns. 

  The vehicle was sold as a Honda Certified vehicle and has warranty until 9/12/2023 or 54,000 miles, which ever comes first. After the regular warranty expires, the vehicle has powertrain warranty until 5/27/2027 or 100,000, which ever comes first.

   

   

   

   

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 22, 2022 I ordered a replacement seat belt for a vehicle at a cost of $91.45 with an additional $22.53 for shipping for a total of $113.98. After reading the company's return policy, I learned that returns could not be made without confirming the VIN so I input the number. The color did not match the part I ordered according to the VIN and I was advised to correct the order. Upon doing so, the part became a specialized part that had to be ordered from Honda. Specialized parts cannot be returned according to their policy but I did not have the option to cancel the order before the order was processed. When the part arrived, it was not the part that I needed but I cannot return it because it was a specialized order. The business essentially forced me to purchase an un-returnable part without my consent.

  Business response

  06/06/2022

  The part Mr. ********* ordered is a controlled special ordered safety part and cannot be returned. Changing the color didn't change the part to a special order part. It was a special order part from the get go. Our website has all of the appropriate disclosures. Below is the transcript of our communication with him regarding this matter.  

  Time Created From Title Details

  May 31st, 2022 - 4:14 PM(received) Lucas ********* – BUYER Re: [ORDER INQUIRY] - Incorrect part - #104431 I was not informed that this was a special order part until the order was processed. I absolutely would not have ordered the part if that was made clear. You essentially forced me to unknowingly special order a part that cannot be returned.
  
  May 31st, 2022 - 3:21 PM(sent) rey . [ORDER INQUIRY] - Incorrect part - #104431 Hello
  Specialized ordered parts are not returnable as for our return policy at bottom of our webpage:
  There are no returns on airbags, electrical, special ordered parts, used, modified, installed parts, racing, high performance and accessory parts.
  rey .
  
  May 29th, 2022 - 7:34 PM(received) Lucas ********* – BUYER [ORDER INQUIRY] - Incorrect part - #104431 I misunderstood what I was ordering and thought I was getting a complete seat belt set and not just the buckle. I need the retractor so I will need to return this part. Reason: [ORDER INQUIRY] Phone Number: ********** VIN: [No VIN Provided] Order Number: ******

  Customer response

  06/07/2022

  I reject the response from the business. There was no point during the order process that it was made clear that I was ordering a part that could not be returned. I was unsure of exactly what part I needed so I reviewed the return policy before ordering. The part listing did not state that it was a specialized part and that information was only disclosed once the order was processed. There was no opportunity to cancel the order, which I would have done had I known that the part could not be returned.

  Business response

  06/20/2022

  As stated earlier, unfortunately the part is a VIN specific part and cannot be returned. The appropriate disclosures are on our site.

  Customer response

  06/22/2022

  I again reject the statement from the business. Maybe the information is available somewhere on the site but it was not clear at the time of the order. I believe the point of the BBB is to make sure businesses are conducting business in a regulated manor and not willfully deceiving customers. If a refund is not on the table, I just want to warn potential future customers of the blatant corruption at this business.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Was Working in Texas as a travel nurse and decided to buy a new Honda Accord. I went to Clark-Knapp Honda and was erroneously charged for the following items: $800 for tint $2800 for sealant $1500 for maintenance warranty $1500 for protection package $1500 for wheel protection $1044 for out of pocket unpaid sales tax, due to incompetence. Almost $8000 for items not wanted or mislead about. The sales manager that I dealt with told me that the tint was factory included that he would throw in a $1500 maintenance warranty in with the agreed price of around $37000 for the car which included almost $3000 sealant package I had to include as part of the deal or they wouldn't sell the car allegedly. A $1500 protection package which I had no idea was on there, a $1500 tire and wheel package that I did agree to. So I ended up with around $3800 in packages that I had no idea I was going to have to pay for and was lied to about or misled regarding the dealership would include them in the price which I signed a paper saying so. Made over a dozen phone calls to find out why my tag had not been applied for back in Florida, it took them 2 months to do so they required to do so within 45 days so I ended up having to pay taxes on that which they should have paid. Overall I give them an F for service, honesty, competence and trustworthiness.

  Business response

  04/27/2022

  Everything was properly disclosed to Mr. *******.  Attached is the buyers order with his signature.  The products he purchased were Ultimar, which is a fabric and paint protection, Tire and wheel protection, Wincos tint and Honda Pro Pack, which include all season floor mats, all season trunk tray & wheel locks.  He also purchase maintenance contract, listed under Extended Service Contract.  This item is cancellable.  If Mr. ******* cancels the product the cancellation amount will be sent to the lender to reduce his outstanding balance.

  We are working on obtaining Mr. *******'s plate.  We did make a mistake on the tax calculation but we are going to take care of the difference.  If Mr. ******* paid the difference out of pocket, we will reimburse him for it.  We are very sorry for this error.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I needed some information from Honda dealer because I was involved in a car crash so I needed some documents like buyers order and such that I didn’t have because it was left behind in the car in the crash. They didn’t want or provide me with none of this Information, not only that my GAP told me that after all warranties are canceled that should pay the remainder balance of the car so they told me to go to my Honda dealer and let them know go start the process of canceling any extended warranty. Honda dealer sales manager notified me that I had no extended warranty when I asked for proof he said he couldn’t provide me with any. I told my GAP insurance they said if they do not provide proof of no extended warranties I will be liable for the bill of the vehicle. I was send back and forward 4 times! When I asked if they could contact them and clarify what they are telling me they said no. So they are telling me that I had no extended warranty and GAP is telling me they have files stating they started and cancelled my warranty and that I have one current aswell. GAP ended sending me proof of the extended warranty when I went back for the last time the dealer manager told me that is a cosmetic add on however he still couldn’t provide me with any proof! Which is what I need to show GAP that it isn’t or is a warranty so I could be covered so it’s a very sketchy situation because if it isn’t a warranty they need to refund me why can’t they show me a paper stating that! That’s all I been asking them for and they keep saying they don’t need to provide me that because it’s a cosmetic add on. The “warranty” GAP is asking about is called ultimar which is a paint, interior protection package which Honda says is not a warranty but a add on that cannot be taken off and in GAP files it shows another warranty that I was never told was added on. I trust GAP more because they have been providing me with proof while as Honda has not! They been avoiding me, I just want the proof.

  Business response

  02/22/2022

  Mr. ******** did not purchase a vehicle extended warranty.  The Ulitimar policy is an exterior paint protection and interior fabric/leather and carpet protection. This product is non-cancelable.  The contract is attached.  Propack are accessories items installed on the vehicle.  It includes all season floor mats, trunk tray' splash guards and wheel locks.   

  If Mr. ******** needs additional information he can contact Israel Silva, Finance Director or myself, Roger Solis, General Manager.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They offered a deal that will pay off the full amount of my trade in car in the purchase of the new car(I have a copy of the agreement if needed). In the signing process I asked the financial guy about my Gap insurance refund on the trade in car and he said that I needed to request it to Honda financial directly after they do the pay off. Honda financial told me that they did not have anything to do with the Gap Insurance refund because Clark Knapp Honda did not sell the Honda Care Gap but they used another company. After having me Back-and-forth, the sale manager told me that they used that money to cover part of the pay off of the trade in but that is something that we never agreed. They kept the $*** dollars that belongs to me. I tried to talk to the general manager but he never returned my calls. After buying 6 cars in less than 4 years, this is not the right way to treat clients, I feel they ******* on me and I really believe that I’m not the only one with this problem. This is not a way to do business.

  Business response

  12/06/2021

  I've spoken to Mr. ****** and explained to him that the financial institution, Honda Financial, took the cancellation amount into consideration when they gave us the payoff.  That is Honda Financial policy and the dealership does not have a say in it.  In fact, 90% of the banks do the same thing because a few years ago the law changed making financial institutions responsible for ensuring customer gap refunds were processed and returned to the customer. The fact that we do not sell Honda Gap policies has no bearing on the matter. I've offered to have our Honda Financial rep reach out to him so that he can verify their Gap policy policy but he stated it wasn't necessary.

   

   

   

   

  Customer response

  12/21/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16200457, and have determined that this proposed action would not resolve my complaint.  
  
  

  Honda financial customer service  was the one advice me to contact the general manager to resolve de problem. When I talked with the manager he agree that they should disclaimed about the refund of the Gap Insurance…. But the problem I asked the financial manager and he did not give me the right información including the sale guy Mr ******* agree with me. Any of the document shows that Gap Ins money and Honda financial was pay by them full amount not deduction of the gap why because they claim that money later…. I really believe they do it a proposed…… 

  That why they don’t sale Honda Gap insurance so Honda financial don’t have access to that money. when I give the pay off of the trade in car was the full amount not the amount with out the gap refund.

  I wandered if that money is report to IRS to pay taxes since is not add to the contract.

  I will request legal advice not just for me but for other customers a contract have to be clear 100% and information need to be ther in order to do a deal.

  this was not the deal that I sign for. 
  they owned me $****** dollars for the gap insure not listed in my contract.

   

  Best regards.
  

  **** ****** 

   

  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. ↩