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Business Profile

New Car Dealers

Lute Riley Honda

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/14/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchases Lemon Vehicle on 5/2022 Car was defective 10/22 Warranty was faulty in *********************************************************** 4/2023 ******* dealer ship and service team reports I was sold lemon car and to duke with the BBB. I have all the documentation on case id.

  • Initial Complaint

    Date:06/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Bought my Honda Pilot 2024 on 13th Dec 2023 VIN *****************. At the time of purchase i was told the interest rate of 6.9% would only be possible if i take an extended warranty of *****/-. Being new to the country and unaware of the processes i signed the documents. However i decided against it later on and wrote to the finance team on 12th January for a cancellation of this warranty. I filled in and sent all documents on 15th January. After numerous mails and phone calls on request about the status i got a response on 19th March that the cancellation is done and the money will be reverted back on my statement. Its been 3 months since and neither the amount is reverted nor my mails about this is being responded. I am very surprised at this approach especially in this era of digital connectivity when all correspondences leave a trail and reputations rely so much on the digital world. Is the team waiting for a customer fatigue to set in and leave the matters as such ? Hope this platform is able to resolve this amicably.

  • Initial Complaint

    Date:05/04/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My recent experience with Lute Riley Honda's finance department was incredibly disappointing. Despite being assured of eligibility for special APR rates and discounts, I encountered numerous issues that left me feeling misled and undervalued as a customer.Prior to visiting the dealership, I was assured that I would be eligible for HONDA Finance Special APR rates listed as follows: 3.9% for 48 months, 4.9% for 60 months, or 5.9% for 72 months. Additionally, I received a comprehensive quote from another DFW Honda dealer that included these rates along with all applicable rebates and discounts.However, upon visiting Lute Riley Honda to finalize the deal on the evening of Friday, April 19th, several issues arose:Despite my requests, I was not provided with a final quote showing my monthly payments prior to my visit. This resulted in discrepancies regarding documentation fees upon arrival.Despite making a $2500 down payment over the phone to secure the deal, upon entering the finance office, I was informed that I could not receive the 3.9% APR rate alongside a $1000 rebate. Instead, I was offered an APR of 7.99%, significantly impacting my monthly payments.Despite my objections, the finance manager insisted on terms that were not previously communicated to me. He also stated that I could not finance less than $11,000, requiring a refund of my down payment. Although he agreed to adjust the amount to $10,515 due to a cashier's check I had already prepared, this adjustment further complicated the situation.When I called the manager, **************, about my bad finance experience, he dismissed my concerns, stating it was too late to make any changes and asked why I hadn't called him before signing. I was surprised by this response, as the finance person, ****, had informed me that he had consulted with the manager and that the deal was made according to the manager's instructions.A few hours later, I sent an email to both the General Sales Manager (GSM) and General Manager (GM) with all the details listed above, but I received no response until today, May 4, 2024.As a long-term and loyal Honda customer with a credit score of 813, I expected better treatment and transparency throughout the financing process. Unfortunately, my experience fell far short of my expectations.I want them to refinance my deal with the correct terms and conditions were discussed before.

  • Initial Complaint

    Date:01/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a lexus 2015 dec 20th 2023 it quit in traffic jan 19th had it towed to honda now I don't have a car and almost got hit in traffic I did a trade for 8900

  • Initial Complaint

    Date:06/21/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Dropped vehicle off for service.Vehicle repair was not done correctly, vehicle still faulty. Seeking full resolution to issue before complaint is further elevated.

  • Initial Complaint

    Date:05/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought honda odyssey 2023 from this dealer on March 31st and today is May 18th. I have been trying to reach out to them for many days to get my license plates, title and registration, however they do not answer. I get standard response someone will get in touch with you and no one calls. I am not even sure if they applied as I can't get any status. Need your help with this!

  • Initial Complaint

    Date:09/23/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased vehicle on August 3rd, took it home on August 5th. Keyless system problem warning light came on the next day August 6th, told salesperson Omar about it and he told me to bring it in, warning light went away so I could not bring vehicle in. Light has been on and off and I did not have a chance to bring it in due to work schedule and dealer is far away. I towed it in a month later on 9/21 and I am being charged $1100 for keyless system unit, Pilot already had issue when I purchased it and Honda does not want to correct their error, does not want to take care of it, I have made multiple phone calls and no one is returning my messages. This was their responsibility and did not do a great job at their safety inspection before selling the vehicle to me. I just want this problem taken care of, it has created a huge inconvenience in my daily life, I have gone 2 days without a vehicle and no one is talking or even facing me.

    Business Response

    Date: 11/08/2022

    Business Response /* (1000, 5, 2022/09/26) */ vehicle has been repaired with a decreased cost agreed upon by the customer and customer has vehicle in her possession. Consumer Response /* (2000, 8, 2022/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) General sales manager reached out to me and we came to an agreement on vehicle repair, they assisted me with a portion of repairs Consumer Response /* (2000, 9, 2022/09/26) */ General sales manager reached out to me with a resolution, no further action is needed

  • Initial Complaint

    Date:09/01/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have bought a 2011 honda insight on 20th August from Lute Riley Honda. They put an add-on service named Perma Plate ($649) on the car sale price charts (nomarlly it should be put on the other-item charts), and they put all other items include doc fee, tax and extended warranty and other fees on the other side. This is very tricky, seems like they are trying to make me believe this is a mandatory item. I verbally declined (many times) at the time of purchase. The dealer told me every car sold by Lute Riley Honda wil buy this extended service, there is no exception here. When the finance manager bring me the agreement, I still noticed this item. And again, I ask him to remove it, he said he can't remove it, even if he can remove it, the price will be the same. Okay, at that time I thought maybe it is a mandatory option indeed. After I paid and leave their store, I have done some research through internet, I found this is just a third party service and they shouldn't put this item on the car sale price charts. I sent an email to their general manager Alan to ask for cancel this service and adjust the bill only after one hour when I leave their store, but he never reply. The Perma Plate is for protecting the interior and exterior, are you kidding me that I should protect those for a 11-year old car? Another thing, I purchased this car on 20th August, the dealer told me I can pick it up on the next Wednesday, but finally I can only pick it up on Friday due to their delay, I have to pay lots of money on rental car and lyft for my daily transportation.

    Business Response

    Date: 11/04/2022

    Business Response /* (1000, 5, 2022/09/13) */ Customer visited the dealership to review the paperwork on the transaction. Customer was informed that the vehicle was being sold with this addition before purchasing the car. Customer elected to proceed with the transaction. The dealership gave the customer a $1377.54 discount on the vehicle during negotiations and the the customer agreed and signed documents. After visiting with the customer and reviewing documents, customer was offered to unwind the transaction and a full refund. Customer declined. Concerning the delay in delivery, vehicle was purchased before all make ready was completed and this is required before delivery can be completed.

  • Initial Complaint

    Date:08/09/2022

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a vehicle in early 2021, when I went to renew the registration, I was told that the title was not valid, and was directed to speak to the dealer about this matter. According to the tax office, Lute Riley Honda never correctly filed the Title transfer paperwork. This has led to me not being able to drive the vehicle for months without fear of being pulled over and getting a ticket or potentially having the vehicle impounded. I have been in contact with them since May 31st, 2022 with no obvious progress every time I call to check in. To say they have handled this unprofessionally is an understatement.

    Business Response

    Date: 10/27/2022

    Business Response /* (1000, 7, 2022/09/03) */ Contact Name and Title: **** ****** Contact Phone: XXXXXXXXXX Contact Email: ***********@luterileyhonda.com Vehicle came to us with a title that was not valid because a duplicate out of state title was created which caused this title to be null and void. We had to apply for another title and are dependent on the state where it came from and are being told they are behind on processing these. We are diligently trying to rectify this situation. We apologize for the inconvenience and will contact the customer as soon as the new title is received.

  • Initial Complaint

    Date:07/07/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a van from this dealership a couple months ago. The buying process was smooth, but after it wasn't so great. I noticed issues with the vehicle prior to purchasing and wanted them done before I bought it. Day of purchase those things were NOT done. I had to bring the van back for multiple issues and about every issue I had to come back at least 2 times. They never fixed the issue the first time around costing me valuable time. The van was at the dealership for almost the 1st month after purchasing. After everything was fixed things were good for awhile and now the van has a major issue and I can't even drive it. $3k+ for the problem and they also stated I needed a lot of routine maintenance, maintenance that should've been done prior to purchase. The van has faulty piston rings and they need to be replaced as well as the spark plugs. Now they want me to spend $6k with them right after paying cash for a van I just bought. Prior to purchase I told them I needed something that will be safe to get my kids around in and that didn't happen. They don't care about your well-being, just money. I'm very disappointed in this company. It was my 2nd time buying from them and I won't make that mistake again Lute Riley.

    Business Response

    Date: 08/18/2022

    Business Response /* (1000, 5, 2022/07/08) */ I spoke to Ms. ******** and we are getting assistance from the manufacturer and are repairing her vehicle.

Lute Riley Honda is NOT a BBB Accredited Business.

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