ComplaintsforHill Country Honda

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Honda CRV Hybrid in June 2023. Started having issues with the steering in November 2023 took it in to the service department and they said they had to order the part. Called them monthly to inquire about the part. May 2024 came and I was becoming scared to drive my CRV so I requested a loaner which they provided. They informed me my part will not be in until September 2024. I attempted to trade for CRV Hybrid and was told they would not meet my payoff. This is not right I was sold a defective car and have to wait almost a year for it to be fixed. I bought the car I. Good faith have made my payments on time . I feel like they should make this right either fix my CRV or pay it off for another CRV.

  Business response

  05/30/2024

  Thank you for bringing your concerns to our attention. We deeply empathize with the inconvenience you have experienced with your 2023 Honda CR-V Hybrid. We understand that this situation has been frustrating, and we want to assure you that your safety and satisfaction are our utmost concerns.
  
  Since you first reported the steering issues in November 2023, we have diligently followed up on the part needed for the repair. The part is expected to arrive by September 2024.
  
  To address your concerns:
  - Loaner Vehicle: In May 2024, Honda provided you with a loaner vehicle to ensure your safety and mobility while you waited for the necessary part.
  - Part Availability: We understand your frustration with the extended wait time for the part; however, as a Honda dealership, we have no control over part availability, as it is managed directly by Honda.
  
  Rest assured, we have not been idle. We have proactively escalated your case to Honda, exploring all possible avenues to expedite the part's arrival and complete the repair sooner.
  
  We deeply appreciate your patience and understanding as we resolve this issue. Please remember that our General Manager is always available at ************** or ****************** for further assistance or updates. We are committed to making this right and ensuring your satisfaction.
  
  Thank you for your continued loyalty and trust in Honda.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase of vehicle- 12/2023 Temporary plates expired on 2/12 Was issued extension on temporary plates until 3/2024 Have called dealership multiple times and have been given the run around and noone cares to look into what the issue is with the license plates.Have been given false information by financial **** as well.

  Business response

  03/20/2024

  We apologize for the late response to your complaint and the delays due to internal processes, which have now been resolved. You successfully picked up the plates on March 11th. We regret any inconvenience this situation has caused. Thank you for your understanding and patience. We are committed to improving our services to prevent similar issues in the future. If you have any more concerns or questions, please feel free to contact us.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Oct ****** I purchase a new Honda **** at hills country Honda. When purchase they lied to me about upgrades and only shows the month per payment. The vehicle was purchase at 29k and came out to 42k. Its been over 4 months and I havent received my refund in the upgrade. I was so mad that I decided to trade this Honda 2023 , expensive over paid car just to not deal with them ever again.

  Customer response

  02/22/2024

  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

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Two months ago, I visited Hill Country Honda dealership. I was interested in the Ridgeline. The sales representative was very enthusiastic, offering a significant discount and showing eagerness to earn my business. We verbally agreed on an "out the door" price of $45,000, inclusive of all taxes and fees, after the salesperson confirmed this with the manager. However, when I went to pick up the vehicle about a week later, the financial manager rushed me through the paperwork without providing a detailed explanation of the lease agreement and did not provide a printed contract immediately, citing unfinished processing. Due to a tight schedule, I did not question this process at the time. Upon receiving the printed contract days later, I was shocked to find the price had increased, with a total payment of roughly $55,000 at the time lease terminates. I returned to the dealership to seek clarification from the financial manager, who not only failed to address my concerns but also attempted to justify the increased price, suggesting I was still getting a good deal due to the vehicle's future value. After a heated discussion with no resolution, I returned with my family when the original salesperson was available, hoping for a straightforward explanation. Instead, the financial manager continued to evade our questions, eventually offering a superficial concession by removing some unnecessary charges, amounting to a about $3,000 refund to our lease account. Shortly I called customer service and management were met with arrogance and dismissiveness, culminating in a refusal to acknowledge any wrongdoing, with claims that the contract I signed was my responsibility, dismissing it as a "misunderstanding." I believe this dealership engages in deceptive practices. My demand is for a refund to meet the initially agreed price of $45,000, all-inclusive.

  Business response

  03/20/2024

  We at Hill Country Honda apologize for any misunderstanding or frustration you experienced during your vehicle lease transaction. We strive for clear and transparent communication with our customers and regret any sense this has not been achieved.
  
  We would like to clarify that our dealership policy dictates that the signing of a contract finalizes the purchase and terms agreed upon by both parties. This policy is standard in the industry and is intended to ensure that both the customer and the dealership have a clear, mutual understanding of the terms of the transaction. Products and services offered during leasing are optional and chosen by you at purchase. Our policy ensures contracts are signed only when there's agreement on all terms, including optional products. (Please see attached).
  
  While we understand this may not provide the resolution you were seeking, please know that this policy is in place to maintain fairness and clarity in all customer transactions. We value your feedback and will take it into consideration as we continually work to improve our customer service and communication.
  
  Thank you for your feedback, and we appreciate the opportunity to address your concerns. If there are further issues or clarifications required, we invite you to meet with our General Manager at your earliest convenience.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a 2017 Honda PIlot from this company and made a down payment of $1500. Within two weeks they called, demanding for my wife's Social Security Card which seemed odd to us. She had misplaced hers so I went in and gave mine while she applied to get a new one. Not long after, just before my wife got her new card, Hill country Honda called saying the deal was off because my wife had not ptresented her card. They asked me to return the car, saying we wil get a refund of our deposit the next day. Needless to say they were very rude on the phone. I returned the car in good faith and returned both keys. This was around the 15th of December. Since then they have not sent us a refund and when we call we are transferred to the finance department where a voicemail answers every time.

  Business response

  03/20/2024

  We apologize for the confusion regarding the return of your 2017 Honda Pilot and the delay in processing your refund. Requesting a Social Security Card is standard for identity verification, but we understand the inconvenience caused, especially given the timing with your wife's lost card.
  
  We acknowledge the delay in your refund: a check was indeed issued on December 31st but has not been claimed. We are prepared to cancel this check and reissue a new one if necessary. (Please see attachment).
  
  We regret any poor communication and rudeness experienced during your interactions with our team. We are committed to improving our service and ensuring our customers feel heard and respected.
  
  Please contact us directly to resolve the issue with your refund and discuss any further concerns you may have.

  Customer response

  04/02/2024

  Complaint: 21212938
  
  I am rejecting this response because: I did not receive any check in the mail and the finance department of Hill Country Honda does not answer nor return calls. I would like the company to specify where to collect the check if they are not mailing it. 
  
  Regards,
  
  *********************

  Business response

  04/04/2024

  We appreciate you bringing the matter to our attention. In order to address the issue, we will ship a new check to you via ***** for overnight delivery. The tracking number for the shipment is 7758 1955 8393, which we have included for your reference. A photo of the envelope has also been attached, for your records. We apologize for any inconvenience you may have experienced and will take steps to address the responsiveness of our ****************** internally. Thank you for bringing this matter to our attention.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Honda Accord on 4/21/2023. At the time, I was told by the finance manager, ***********************************, that the current contract he wrote up was the only thing I was approved for and I couldnt make edits and was rushed into signing everything. I was never afforded the opportunity to add extended warranties or ************** and wasnt given a copy of my contract until days after. He explained he couldnt give me a copy of my contract until my wife signed a page. My wife signed on 4/24, and I wasnt given a copy of my contract until the 27th, only because I called and emailed to ask about it. When I asked about ************* and warranties via email, he replied with the following: Copies were printed out the day you signed they werent given cuz your wife had to sign her part I remember bringing that up. As far as the price of the car sir 33 is not including your tax title license *** your negative. I told you that you were negative big amount I remember telling you bcuz I also said we could only 60 months as far as gap and warranty you do have deprecation benefit and your warranty I also brought that up I can send you a breakdown Tomorrow on your purchase order with no problem. Thank you - this unprofessional response with run-on sentences and slang words was copied and pasted from the original email. My vehicle was totaled in late September, and when I called Honda ********* Services to take advantage of my depreciation benefits, they explained that theyve never heard of this and to call the dealership because everyone should always be afforded ************** especially customers like myself who were upside down on trade-ins. They recommended I seek clarity and contribution, because it sounded like the depreciation benefits were something given by the dealership in lieu of ************** and that they should be able to somehow pay out my remaining balance. Ive since called and left messages, to no avail. Ive also submitted emails, carbon-copying the General Sales Manager, *******************, and still have not received a reply from anyone.

  Business response

  10/19/2023

  Dear ***************************,
  
  Thank you for reaching out to us. We believe that we addressed the specifics surrounding your contract and the depreciation benefit in our email correspondence with ************************* in the late morning of October 18, 2023. However, we understand the importance of ensuring complete clarity and satisfaction on all fronts.
  
  Should you feel there are still unresolved issues or if you have any further questions, please don't hesitate to communicate them to us. It is our priority to ensure your confidence and comfort in our services.
  
  Your feedback and patience have been invaluable, and we are here to provide any further assistance you might need.
  
  Thank you once again for entrusting us with your concerns. We look forward to serving you with continued dedication.
  
  Warm regards,
  
  ***********************
  Hill Country Honda

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On sep 19 I went to get oil change/tire rotation, on site I took a picture of my rear camera and walked to serve to ask a question cause it cause it had a cracked. When I picked up my Honda pilot the rear camera was missing. I spoke to the manager and is charging me over $500 to fixed, he stated that's not their fault. How is that fair to me it happened at their shop. Even one of the employees said that maybe it happened when they washed the car. I am very frustrated and I feel discriminated cause I am a female. All I want for them to take responsibility and fix my rear camera.

  Business response

  09/20/2023

  We appreciate your feedback and concerns regarding the recent service you received at our dealership. We take all customer complaints seriously, and we have thoroughly investigated the situation to address your allegations of vehicle damage.
  
  After a careful review of our records and discussions with our team, we have found no evidence to support the claim that our team was responsible for the alleged damage. Nevertheless, we understand your frustration and are committed to resolving this matter to your satisfaction. Here are the steps we have taken:
  
  1. Detailed Inspection:
     - We conducted a thorough inspection of our facilities, including the car wash used during your visit.
     - No signs of damage or negligence on our part were found.
  
  2. Documentation:
      - After reviewing your photos, we noticed pre-existing damage to the backup camera, suggesting your prior awareness, as evidenced by your photograph.
     - We attempted to address this issue through your Honda Care policy; however, it was declined on the grounds that the damage was not considered a defect.
  
  3. Open Communication:
     - Our priority is to reach a fair and amicable resolution with you.
     - We are prepared to work closely with you to address your concerns and explore possible solutions.
     - It is important to emphasize that we were not responsible for the initial damage to the backup camera, and as a result, we cannot be held liable for any alleged damages.
  
  We understand that misunderstandings can sometimes occur, and we genuinely want to ensure your satisfaction as a valued customer. We are committed to upholding the highest standards of service, and we want to rebuild the trust you have in our dealership.
  
  Please let us know your preferred method of communication, whether it be by phone or email, and a convenient time for you. We are eager to engage in a constructive dialogue to resolve this matter promptly.
  
  Thank you for bringing this issue to our attention, and we look forward to the opportunity to rectify any concerns you may have.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Their advertised prices online do not include a mandatory "HCHPropack" charge of $3995. I attempted to purchase a truck for the advertised internet price of $27995 and they added the $3995 and would not remove it the sales manager, ****, stated they charge that for all their cars and it is non-negotiable as it is the charge for "prepping" a used car for sale. This additional charge is mandatory, yet not included in the advertised price.I was ready to buy the truck that day, loan secured and down payment in hand, but had to walk away due to this deceptive practice.This is illegal in *****, per TITLE 43, PART 10, CHAPTER 215, SUBCHAPTER H, RULE ******* "Dealer ****************** ******* Claims; Discounts""When featuring a sales price of a new or used motor vehicle in an advertisement, the dealer must be willing to sell the motor vehicle for that featured sales price to any retail buyer. The featured sales price shall be the price before the addition or subtraction of any other negotiated items. Destination and dealer preparation charges must be included in the featured sales price."*********************************************$ext.TacPage?sl=R&app=9&p_dir=&p_rloc=&p_tloc=&p_ploc=&pg=1&p_tac=&ti=43&pt=10&ch=215&rl=250

  Business response

  09/28/2023

  We sincerely appreciate you taking the time to bring this matter to our attention and for providing us with specific details regarding your recent experience with our dealership. We regret any inconvenience or frustration you may have encountered during your attempt to purchase a truck from us.
  
  We want to assure you that we value your concerns and take them seriously. Our commitment to offering transparent and honest pricing to our customers is of utmost importance to us. It has come to our attention that there may have been a miscommunication regarding the "HCHPropack" charge, and we are actively taking measures to address and resolve this concern.
  
  At our dealership, compliance with all relevant laws and regulations, especially those related to pricing transparency, is a top priority. In response to your complaint, we have elevated this matter to our **************** for a thorough review to ensure that we are fully aligned with the rules and guidelines outlined in the ***** Administrative Code.
  
  Once again, we want to express our gratitude for your feedback and for considering our dealership for your vehicle needs. We are committed to rectifying this situation and are dedicated to providing you with a positive and transparent experience should you decide to engage with us in the future. Your satisfaction remains our primary focus.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2018 ****** Camry from this dealership on 1/2/23. When purchasing the car, my co-signer and I were told that the "Advantage" package for $2,898 was not optional and covered the costs of the repairs put into the car and the warranties (LoJack feature for 1 year, interior/exterior coverage, a limited 3-month warranty, etc.). The dealership stated the vehicle was up-to-date on any issues. We also purchased an additional warranty for an additional $35 a month to cover any mechanical breakdowns. I brought the vehicle back on 1/4/22 to have the driver's side drawer fixed which was taken care of since we had noticed it before purchasing the vehicle but was questioned about how long I had owned the car and if I had noticed it during the initial inspection of the car. On 1/9/22, the car is having trouble starting. I had it checked and was told the battery was bad. My co-signer went and spoke with the dealership on 1/10/22 to see if anything could be done. The dealership stated that there was no coverage for the battery, and I could have the dealership look at it, which is about 5 hours from me. However, they stated that they could not guarantee they would cover it and persuaded my co-signer to just purchase a new battery elsewhere blaming it on the cold weather. The sales department said it was not in their control, and the decision was up to the service manager, who may not even approve a new battery. I ended up purchasing a new battery elsewhere since we were told it was not guaranteed to be covered. After only a week of owning this "up-to-date" car, I feel the dealership had been dishonest about the state of the vehicle and their "advantage" package that took care of any issues on the vehicle.

  Business response

  01/11/2023

  After reviewing the complaint, Hill Country Honda will be issuing a check in the amount of $234.09 to ***************************** for the replacement of the battery.  It is with regret that we did not do this at the time the customer had called us.  ********************** prides themselves on the satisfaction of our customers and we hope that we will see ************** in the future for any needs that are required on her 2018 ****** Camry.

   

  Thank you

  Customer response

  01/11/2023

  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

  09/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Honda Civic Sport back in August 2021 from ************************* at Bandera location. The car has ****** miles and was still under warranty with an extended warranty purchased for $2,600. I have already had to purchase a new set of tires at ****** miles after being told that 3 tires were defective by tire repair company. I went back to Hill Country Honda and was told that there were no defects after there inspection and was no longer warranty anyway. 2 weeks before this the battery went out and was taken back to Honda Hill country which was told battery was bad and would need to be replaced since this was not under warranty. I went in after getting new tires and had alignment checked out after install and was told to get an alignment since it was off which was completed by Honda Hill country a few weeks ago. Now the car is making a popping sound on front passengers side when driving forward and backing out and could not be resolved and was told this is due to moisture. I also purchased a truck a month before this vehicle from ****** and also having issues with that vehicle unrelated to Honda Civic. I need this resolved already.Thank You. I did E mail Honda Hill country yesterday about this with no response yet.

  Business response

  10/01/2022

  Vehicle was serviced here on four occasions dating back to 5/17/21. The services completed were as follows: alignment, oil and filter change, battery replacement, cabin and engine air filter and wiper insert front and rear. Vehicle was also diagnosed free of charge for popping issue and was found to operating as designed. Battery replacement was outside of Honda Manufacture Warranty due to original purchase date being 04/25/2019. Per Honda manufacturers warranty, original battery is covered for 3 years or ***** miles, whichever may come first. Battery was replaced on 06/03/22 and was at that time outside of warrantable time limit however with the purchase of a new Honda Battery the customer has a ********* warranty applicable at all Honda Dealers nationwide. As for the concerns with the tires being defective, we did not recommend replacement on tires at any of the four service visits and the tires were not purchased here with us. If we had seen any defects or need to replace tires, we would have informed the customer after completion of our multipoint inspection.
  
  Very few extended warranties will cover battery replacement and as for tire replacement, if a tire protection package is purchased it extends only to road hazard and not free tire replacement. As the vehicle was not purchased here, we do not have access to extended warranty information purchased at ******. We are of course more the happy to contact ********************** extended warranty company to verify, granted we can be provided with the extended warranty contract or name of ****** dealer vehicle was purchased and clarify coverages.

  Customer response

  10/04/2022

  Complaint: 18144196
  
  I am rejecting this response because:
  
  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. ↩