Complaints

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.

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 2020 Honda Pilot, on February ******************************************* popping noise near the dashboard speakers all the time. Honda, after many attempts, was not able to fix the issue so they informed me that i could trade of my vehicle for another Honda vehicle or return the Pilot completely and that they would give me my money back. I decided to return the Honda Pilot and in return was only given $14,100. The Pilot total cost was roughly $55000 and i had made a down payment of $15000. I paid over $10000 in payments. I did not know there was a lemon law that existed until i spoke to BBB, I went back to Honda and spoke with Manager ************************* and told him i was informed about the Lemon Law and with sarcasm he said that yes, Lemon law exists and that i should have known about that law before signing any documents and that there was nothing he could do to help me and walked away. I would like to know what my options are and what BBB can do to help me get my money back and resolve problem. Thank you.

  Business Response

  Date: 05/19/2023

       Thank you for forwarding this concern.  When the customer purchased his vehicle originally, he was given a copy of the Lemon Law.  He also signed a copy of the Lemon Law, and signed a form acknowledging he had received the copy of the law.  In addition, the Lemon Law is prominently posted in our service customer waiting area. 

       New vehicle dealerships do not assist customers in completion of the lemon law process.  Details of the process can be found online at the ***'s Lemon Law section.  The customer, not the dealership, completes an online form.  When the form is completed and turned in, a *** investigator is assigned to the case.  The dealership provides service and sales records to the *** at that point.  The *** decides if the vehicle meets the criteria.  If so, the amount the customer receives for the vehicle is decided via a formula that takes into account use of the vehicle.  Again, other than providing the *** copies of records, we do not complete the forms for the customer, nor do we make a decision about the request, or set the amount that the customer would receive.  As stated above, the customer was informed about the Lemon Law.

       The customer had choices when it came to his vehicle.  He could have chosen to trade it in.  He could have chosen to sell it privately.  He could have chosen to sell it to another dealership.  He chose to accept an offer from our dealership; he could have turned down our offer.  He accepted the funds and signed the appropriate paperwork to sell the dealership his vehicle.  That amount will not be renegotiated now.  

  Customer Answer

  Date: 05/21/2023

  Complaint: 20048382
  
  I am rejecting this response because I dont remember signing papers for this lemon law also if I did dealers make u sign everything very fast . I think if they know about this law they should help customers but if there is nothing that can be done thru BBB I will take another route
  
  Regards,
  
  *******************************

  Business Response

  Date: 05/22/2023

       Thank you for the quick reply.  Lemon Law in ***** applies to purchases of a NEW vehicle.  The Lemon Law information is posted in the service department for customers to see on yellow paper, so it is noticeable.  In addition, all customers sign a copy of the Lemon Law at time of purchase and receive a copy of the Lemon Law at time of purchase.  As communicated before, dealerships do not assist in the completion of the paperwork of the simple paperwork the ***** DMV requires.  We provide copies of the repair orders to the ***** DMV showing the service visits from the vehicle after the customer files the complaint.   The ***** DMV determines whether the vehicle is eligible for the Lemon Law, based on criteria including number of visits for the same problem in a certain time period.  If the vehicle is determined to be eligible, a formula is used to determine the amount of money the customer will receive.  

       A service history check brought on this vehicle brought several things to light.  First, there were only two repair orders after the customer purchased the vehicle.  The first was for a clean-up.  The second repair order, approximately eight months after purchase included a free first service, and replacement of the left rear tire that was gashed.  It does not show that the customer sought service for the popping noise.  In fact, a Carfax does not show that the customer sought service for the popping noise from any Honda dealership.  Second the vehicle was purchased used, and the ***** Lemon Law is used by consumers who purchased defective new vehicles. 

  Customer Answer

  Date: 05/23/2023

  Complaint: 20048382
  
  I am rejecting this response because:
  
  Regards,
  D
  ******************************* dont know where this information came from. Honda pilot was taken for service four times, every time that Honda was taken it stayed at the dealer for over three weeks. Honda pilot was never taken for damage tire it was my Honda civic that had a damage tire due to a bent rim. Rim is still hasn't been Replaced and its been over 6 moths. I know that Honda pilot gave me the opportunity to trade Honda pilot or to sell it or to trade it in in Another Dealer. I asked **** the mechanic if I could trade it in for another Honda pilot but he said that all Honda pilots Had same issue. Now why sell it or take it to another Dealer when this issue is going to be ongoing issue I dont think is fair . Going back with the lemon law its a LAW and we need to respect the law. The way Honda Dealer is Responding looks like they dont treat customers fair thank you

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 my car at this exact location 6 years ago. At the beginning everything was fine and the staff was kind and friendly. Fast forward 5 years and the whole place went downhill. From management to staff.I took my vehicle in for an oil change and they didnt put all the parts back properly. The splash shield started falling off in the middle of the freeway. I pulled over and safely secured it back up. The next 2 times I took it in they refused to acknowledge any wrong doing so I left it that way and trusted that they would just make sure to secure everything back together the way I had it. By the third time my splash shield was never replaced and all they could do was claim that it was never there to begin with. Now my car is completely exposed from the bottom and they will not give me my part back. Whoever took it off was too lazy to put it back on because it had some damage due to their own incompetence. I contacted the manager and all he had to say was oh well my technician said it was missing so thats what I have to go by. Your technician is a lazy (insert derogatory term here) that does not know how to do his job and is now costing me over $500. At this point I dont even want them to fix it I just want my part back so I can take it somewhere else and never go there again.

  Business Response

  Date: 11/30/2022

  Thank you for forwarding the concern. Our records show that on a service visit that took place on 08/18/2021, the customer's vehicle was brought in with significant damage to the splash shield/lower engine cover assembly; removal and replacement of the part with new hardware was recommended to the customer.   The customer did NOT choose to remove and replace the lower engine cover and hardware; she was quoted a price of $247.13 to do so.  It is important to note that many of the fasteners for this part are plastic clips/rivets/screws.  It is not uncommon for a lower engine cover/splash shield to be damaged, as it is designed to protect the engine, and therefore takes the brunt of the damage from debri in the road, speed bumps, etc.... In short, a damaged splash shield, is one that has been doing its job to help protect the engine.  Our records also show that after two more visits, on the third visit (4/11/22), the previously damaged Splash Shield was missing.  The customer was quoted a price of $344.08 to replace it.  The customer chose NOT to replace it for the second time.  On 8/2/22, it was again noted that the Lower Engine Cover was missing prior to service by a technician.  Finally, on 10/20/22 it was recommended to the customer again that her missing Splash Shield/Lower engine cover was missing and needed to be replaced.  The quote was $481.10 and the customer declined to replace it.

  The customer spoke to the Service Manager by telephone recently, and this repair order history was explained to her.  A series of Service Advisors of recommended the customer replace the part over a fifteen month period starting from when it was damaged, to three times when engine cover was missing.  The customer's splash shield is not simply sitting in a corner in our service department; the vehicle arrived here without the part on 04/11/22.  Therefore, we cannot return her damaged Splash Shield, as we do not have it.  *********** Manager is willing to offer a small discount to the customer if she chooses to purchase and replace the part at our Service Department.      

  Customer Answer

  Date: 11/30/2022

  Complaint: 18435561
  
  I am rejecting this response because:

  as I explained previously the damage was caused by their own negligence and my car did indeed go in there with a splash shield in place but left without one. To simply offer a small discount is not enough when I have gone in there and paid premium prices to receive mediocre service. I simply want my whole part to be returned and thats it. i will not accept anything less than that.

  
  Regards,
  
  *************************

  Business Response

  Date: 12/01/2022

  We will address the customer's with much of the same info as in our original answer:

  1.  Repair order 41504-8/18/21- Customer advised that Lower engine cover plus hardware was damaged and needed replacement.  Quote $247.13, customer declined.  CUSTOMER WAS INFORMED VERBALLY AND DAMAGE WAS NOTED ON COPY OF THE REPAIR ORDER SHE RECEIVED.

  2.  Repair Order 54958-04/11/22-Customer advised that Lower engine cover now missing.  Quote to replace $344.08, customer declined.  CUSTOMER WAS INFORMED VERBALLY AND MISSING PART WAS NOTED ON THE REPAIR ORDER SHE RECEIVED.

  3.  8/2/22 - Technician again noted missing lower engine cover in notes on Repair order ***** prior to beginning servicing the vehicle on that date.

  4.  Repair Order ***** - 10/20/22-Customer advised again that engine cover is missing and needs replacement.  Quote $481.10, customer declined.  CUSTOMER WAS INFORMED VERBALLY AND THE MISSING PART WAS NOTED ON COPY OF THE REPAIR ORDER SHE RECEIVED.

  5.  Date unknown-late October or early November - Customer phoned service manager, service manager went over all this information with customer on the phone. 

   

  Therefore, we have a 15-month series of interactions with the customer that occurred both verbally, and in documents.  She was initially informed that her Splash Shield was damaged and needed replacement.  WHEN SHE CHOSE NOT TO REPLACE THE DAMAGED PART, WE CAN ONLY ASSUME IT LATER FELL OFF AWAY FROM THE DEALERSHIP.  Following that, the documents and verbal interactions show that the customer has been repeatedly advised the part is missing, by at least three different Service Advisors, and needs to be replaced.  She has declined each time to replace the missing part.   AS WE DO NOT HAVE HER DAMAGED SPLASH SHIELD AT THE DEALERSHIP, WE CANNOT GIVE IT TO HER.  

  Customer Answer

  Date: 12/01/2022

  Complaint: 18435561
  
  I am rejecting this response because:

  I was never notified that it was missing. According to this person they informed me but they DID NOT EVER INFORM ME!!!! Of course he is not going to accept responsibility, which is why I was forced to take these measures. I have the paperwork and no where does it state that it was missing until the very last time I went in, with the part STILL VERY MUCH THERE!! and somehow very conveniently for them it ended up missing. If your employees are too lazy to put my part back on it could have at least been handed to me and informed that they could not or would not put it back on, which ended on being the latter. 
  

  It is a complete lack of customer service and disrespect to force me to pay for a part that they did not return to me, especially after being a loyal customer for over 6 YEARS!! This ********************** does not care about its customers and its evident. I will never return here but I do want my part BACK.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/25/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 contacted north side Honda in *********** after going online and seeing a civic for $25540 and talked to ******** and verified the car was there on the lot and that price. She said she verified the car was there and there wasnt any additional markups or gouges as that was my specific question. I drove a little over half hour to the dealer and as I almost arrived ******** called back and said actually she was wrong and they are putting a $6,000 additional markup on civics and ************************* is the manager on to talk with him. I arrived and ***** said that he doesnt even have the car and it will be delivered any day. I said you have a stock number already that means you have it and he said no thats just so we can list it online. I then said your website says $25k and doesnt mentioned the additional 6k price gouging and he said Honda only allows them to list MSRP and I stated this is bait and switch to advertise without disclaimers and then mark it up. I was ready to buy and currently have this exact car on order with ********** Honda without the gouging but the production date got pushed out so it may still be up to month before we receive it. I explained all this to ************************* the manager on duty and said sell it to me at your advertised price and Ill take it when it shows up, even though I know it was there due to having a stock number and he said no only with the 6k mark up. I cant believe Honda corporation allows dealers to miss lead with advertising and bait and switch prices.

  Business Response

  Date: 10/27/2022

  Thank you for reaching out to us with your concern.  The Civic you expressed an interest in was not at the dealership yet.  When the vehicle leaves the factory to be transported to the dealership, a stock number was assigned at that time.  This is standard practice at dealerships, as it allows for the required accounting tasks to be completed and the vehicle to be sold upon its arrival.  As you know, vehicle inventory is in short supply and many customers are ordering vehicles.  Ordering a vehicle gives the customer not only control over the equipment on the vehicle, but also results in a reduced price.  (The customer is not competing with a large numbers of other customers for a limited amount of vehicles).  We look forward to the time that shortages in electronic chips are a thing of the past and more vehicle inventory is available for stock at our dealership.  Of course, when the vehicle arrives, if the customer is present at the dealership to purchase it, he may purchase it for the advertised price.  Please contact the General Manager he spoke to earlier this week.  However, we cannot hold the vehicle given the limited number of Civics and the number of customers seeking them.