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:04/02/2025

  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.

  Took my vehicle in to get serviced because the light was not working. They had to take the bumper off in order to fix it. The dealership denies removing the bumper, but yet the bumper has a massive crack in it and theyre telling me they are not responsible for damages while my car was in their custody

  Business Response

  Date: 04/10/2025

  The customer had a service appointment to address several concerns. They stated there was a popping noise coming from the front right,and left side when turning, and there was a squeaking sound coming from the rear when going over bumps.  Also, one fog light was not working. The customer pointed out a loose harness connector located beneath the battery tray and explained that another dealership had performed repairs, but the concerns had persisted.  The customer signed the check-in form, and a walk-around inspection was conducted in their presence.  The vehicle was left for diagnosis.
  We later informed the customer that the passenger-side inner tie rod needed replacement, which was covered under their certification program. We also fixed the fog light by reconnecting the harness at no charge.  It was simply not connected to the harness. We had to order some parts for the covered repair and informed the customer that they could pick up their car until the parts were available the following week.
  The customers returned the same day and immediately expressed concerns, claiming that we had damaged the vehicle by cracking the bumper when we removed the bumper to repair the fog light.
  The service manager explained that removing the bumper was not necessary to reconnect the harness.  However, Mr. ******* insisted that, based on his experience working in a collision repair facility, the bumper must be removed. We also clarified that we had conducted a walk-around inspection, documenting all existing damages, including a cracked windshield, and that Mrs. ******* had signed the check-in sheet.  
  We verified with the technician that the bumper was not removed to repair the fog light.   The vehicle was lifted, and the lower splash shield was removed in order to access the harness and plug it back into the fog light.
  Later in the week and after the BBB complaint, the customer asked us to show him how we could have repaired the light without removing the bumper.  They returned and we were able to lift the vehicle to show him how the fog light was accessed for "repair".   Clearly the harness reconnection was able to be performed without removing the bumper.
  The customer is still insisting that we cracked the bumper and that we added the damage notations to the check-in sheet after they signed it.  
  We are 100% confident that the bumper was not removed and that we did not crack the bumper.
  
  ******

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 used ****** Avalon from this business in July 2024. I also purchased a service package and an extended warranty. Today 3/11/24, I attempted to have my vehicle serviced at Gillman Honda service center. The employee ***** **** refused to have my car looked at there because it was not a Honda. I was told upon purchase of the warranty and the service package that I could bring this vehicle to this location for repair and service. I have contacted the manager ****** ******* and also sent a written message for contact to the companys business administration, with no response from either. I want a refund for my extended warranty and service package because I cannot use it. I was lied to. The conversation was recorded in the finance office for further investigation/ review. Thank you

  Business Response

  Date: 03/24/2025

  To Whom It May Concern,

  We have reached out to Ms. ***** *** and have canceled and refunded her extended warranty. Let us know if there is any additional action we need to take.

  Very Respectfully,

  ***** Del Bosque

  General Manager Gillman Honda

   

   

   

  Customer Answer

  Date: 03/24/2025

  Complaint: 23051200
  
  I am rejecting this response because:
  I was informed I would receive a refund for the service contract in addition to the extended warranty. As of today 03-24/25, no refund has been received by ****************** or myself. 
  

  
  Regards,
  
  ***** ***

  Business Response

  Date: 03/24/2025

  To Whom It May Concern: 

  Cancellations normally take 4 to 6 weeks. We expedited the cancellation, but it will still take some time. **** is researching the *** and I will reach out to Ms. *** and the BBB with the documentation that it has indeed been canceled.
  
  
  ***** Del Bosque
  General Manager
  Gillman Honda of San Antonio
  **************
  **********************************

  Customer Answer

  Date: 03/27/2025

  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

  Date:08/12/2024

  Type:Billing 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.

  New Car buying under false pretenses and information. Consent not given to finance department to do contract as co-buyer.Please find attached file with details.

  Business Response

  Date: 08/14/2024

  Good Afternoon,

  We have called ******************** to better understand her concerns. After speaking with her we have confirmed that all correspondence regarding this vehicle will go to ************ **********. We validated that his name and address is listed as the primary contact both at the dealership and at the lending institute.

  We appreciated the feedback as we don't want to make these mistakes again moving forward with future customers.

  It is our hope that if there are any other concerns that they will be addressed and handled in a timely manner.

  Thank you!

   

   

   

  Customer Answer

  Date: 08/18/2024

  Complaint: 22127403
  
  I am rejecting this response because: the financial impact that this error has caused me is immense. Affecting my credit score and the possibility of not qualifying for buying a home. Not to mention the end of my relationship with *********** due to this mistake. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:03/25/2024

  Type:Billing 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 went in on 3/6/24 to process a lease buyout. They ran my credit that night which I agreed to but then would not show me any numbers or prices for these insane amounts they were adding on. I still owed ****** on my car and they were now trying to finance me for ******. When I asked to see the charges were for the sales person would never show it to me. I decide not to go through with this ridiculous buyout option. The next day someone else called me and said they had my paper work and could adjust some numbers on their side to haggle the price. I was still not satisfied and declined to go back in. After reviewing my credit report i can see that they have ran my credit 4 times for Honda Financing only. Why run my credit 4 times through Honda Finance when they already had my credit score. My credit score has now dropped significantly because they decided to keep running it through the same finance institution without my permission. The latest date for one of the credit checks was 3/18/22. When they were well aware I had already said no. My credit should not have been ran so many times for Honda financing without the consumers permission to do so.

  Business Response

  Date: 04/05/2024

  Our business office has reached out to the customer and have explained what occurred and why it occurred. *************************, our Business Manager has resolved the issue. Please let us know if there's anything else we can do. Thank you! 

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2008 Honda ridgeline in May 2023 and I was told that I had to purchased an extended warranty for Key replacement and fading paint, I also was offering the option to purchase a prepay maintenance plan which I agreed. Since the vehicle was giving me too many issues, I decided to trade it in for new vehicle. I requested the dealership to refund the money for these extended warranties. I was able to get a partial return for the maintenance plan. For the Key replacement and the fading paint I was charged a total of $1500 dollars. The dealership refuses to return the entire amount of these warranties stating that the I used the fade paint warranty already, which this was not a fact and I only received $365dollars back for the Key replacement. According to the managers they said that the dealership paid for this warranty before they sold me the car and I paid for it. The fact that I was never informed that the reason that I was paying for this warranty is because they used it is a problem, also the fact that the paint on the vehicle was fade already and in no where on the paperwork stated that they applied this coating before is another issue. The vehicle has severe sun damage already and I was told that this warranty was going to take care of any additional fading. After reviewing my documents, they added this money on the price of the vehicle and I was told that if I cancel it, they will give me the money back, since I really wanted to keep my vehicle in top notch, I was not planning to cancel it, but once I sold the vehicle, I should have the right to get this money back. This type of service appears to be a hoax from the dealership and I was not told that this was not refundable.

  Business Response

  Date: 01/24/2024

  Good Morning ****************,

  First of all, I want to apologize for your experience at our dealership. I noticed you have done lots of business with us over the years. I have read your concerns and in good faith I'll be glad to cancel your additional coverage on the vehicle. Our records indicate that you paid $898.00 for the coverage. We have already refunded the key replacement and the maintenance coverage. I hope that this shows you that we care about your business and hope that you give us another opportunity in the future to earn your trust again.

  Very Respectfully,

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

  General Manager

  Gillman Honda SA

   

   

   

   

   

  Customer Answer

  Date: 01/25/2024

  Complaint: 21181194
  
  I am rejecting this response because:

  As i mention in my request the cancellation of the extended warranties is imminent since the vehicle was sold. The dealer refunded the money for the key replacement and the maintenance  plan but this is not my issue. My issue is with the clear coat protection that I was forced to buy in order for them to sale the vehicle to me.  I do believe that the manager has a good faith and I want him to be more specific about how much of the $818 that I paid for the paint clear coat protection, is the dealership going to refunded me. Now according to my deal I was charged 1500dllrs for the key and the clear coat protection.  I received $348.46 which according to my numbers I paid **** for the coat protection alone.  I understand that I might not get all the money back due to the miscommunication from the salesman and the finance department, but I should not be liable for 100% of their mistake.
  
  Regards,
  
  *************************

  Business Response

  Date: 01/30/2024

  ****************,

  I'm sorry you feel that way. I will accept responsibility for the full refund you requested of $1135.00. If you believe that we miscommunicated the information in some way than I will gladly pay it in hopes of keeping you as a future customer. I will get a check ready for mailing once we have closed this dispute. Thank you! MD 

   

  Customer Answer

  Date: 01/31/2024

  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

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 vehicle with Gillman Honda{Selma Location} less than 30 days ago {08/14/2023}; so far I have had issues with the ** {which was fixed by the dealership} and 12 days later I had to pull my car over due to overheating. I had the car towed to Gillman Honda {Selma ********* and was told my radiator fan is malfunctioning. I was told that I will have to pay out of pocket $1000.00 to have this issue fixed. However, I was sold an extended warranty at the time of finance; I was told in front of witnesses that I was getting bumper to bumper for 12 months by the finance manager { *********************************}. My car has been at this dealership for over a week and I am told, the warranty does not cover this issue.

  Business Response

  Date: 09/14/2023

  Good Afternoon,

  I'm sorry to hear about the issues that have occurred since your purchase. I can tell you that Gillman has been in business since **** and take all of our customers concerns seriously. Our #1 priority is our customers.

  This vehicle was sold and acknowledged to be AS IS.  Gillman Honda is careful to disclose this information. (see attachment)

  And very early on the vehicle had an issue with the A/C. We, in good faith and with good intentions replaced the A/C compressor, performed an EVAC and Recharge to specs with a value of $999.00 at no charge.

  
  The *************** Contract purchased is for 3 year/36,000 miles and is designated as Level 1 coverage (see attachment).
  
  With your latest issue, we reduced the repair price of replacing a cooling fan motor and contributed $300.00 towards the uncovered total repair of $856.00.
  
  In addition to all of that, Gillman is also offering to convert the *** Level 1 coverage to Level 3 coverage at no additional charge for future repairs.
  
  We sell the majority of our pre-owned vehicles AS IS because we are unable to predict if or when one of the thousands of parts will fail or need repair.
  
  We did recognize the immediacy of these particular uncovered repairs and did offer assistance as goodwill.

  I hope this shows you our fairness and commitment to our customers.

  Please call us to activate the Level 3 coverage for your vehicle.

  
  

  Customer Answer

  Date: 09/19/2023

  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

  Date:08/30/2023

  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 was misled when purchasing my vehicle. The finance representative informed me of several packages when I was finalizing my contract. One of the packages was a service package for 4 years. He advised me that I would be covered as soon as I drive off the lot for the next four years. I thought this would be a great idea being that I was purchasing a *** and I was aware of their maintenance being higher than others. I added the package to my contract and signed all required paperwork. As the months passed on, I called Honda to make an appointment, gave them all the info necessary and showed up when I was asked to early in the morning. I took time off work to make it to my appointment and showed up but was denied by the service rep because apparently they dont service ***s under a certain mileage. I ended up having to take the vehicle to *** for the next year as the service rep requested. I was upset because I lost a whole year from the 4 year package finance sold me. I attempted to reach out to the dealership to find a resolve of some sort. I reached out to customer support online via message, email and phone. Each time I was told I would receive a call back but never did. I contacted the dealership directly and was transferred to the finance, service and sales ***** numerous times. Each person I spoke to pointed me in a different direction not wanting to assist or take responsibility. I was advised the issue was being handled and emails were being sent around searching for a resolution but never received a call back. Mind you, this was about my 10th attempt trying to be patient and find a resolution. I was told I would receive an email from management or a call back once they heard something back. It has been months since I made my initial attempt back in June. I was also told my extended warranty will be added on top of the miles and manufacturer warranty but when I called months after to confirm, a rep told me no.

  Business Response

  Date: 09/12/2023

  **********************,

  Thank you for giving us the opportunity to resolve this issue for you. We will be reaching out shortly to discuss a resolution. Your business is very important to us and we do not take your concerns lightly. Thank you for your patience.

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

  Gillman Honda San Antonio

   

• Initial Complaint

  Date:04/10/2023

  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.

  An independent mechanic checked auto air conditioner, said refrigeration circuit working well, pipes very cold, but airflow path mechanism not working. Suggested take to dealer for repair. At Gillman Honda at ***** I-35 N, On 7 April 2023 I told service agent that refrigeration working, airflow control not, according to previous mechanic. They replaced the refrigeration circuit condenser for $889 and demonstrated that cool air was blowing. I paid and left, shortly noticed warm air blowing, when unit still set to cold. My conclusions: the car had been sitting unused for a couple years, if there had been a leak, the refrigerant would have been gone and first mechanic would not have detected cold. Second, since the airflow mechanism was not fixed, the Gillman mechanic must have manually placed the control flap in place to demonstrate cool air. That would be two acts of fraud.

  Business Response

  Date: 04/21/2023

  We are disappointed to hear how the customer felt after their recent service visit. While most vehicles are straight forward in the repairs needed, some unfortunately require a more lengthy repair path. We understand the vehicle had an ** performance issue and the technician found that the ** condenser had a hole in it from road debris. As a result of the hole in the condenser most of the ** refrigerant had leaked out causing erroneous cooling performance. Once the repairs were complete the technician further found a restriction in the ** system but the those repairs were declined by the customer at that time.

  As a goodwill gesture Gillman Honda San Antonio would like to extend a special offer to the customer of 20% off of the repair offered.

  We hope the customer gives us another opportunity to earn their business! 

  Very Respectfully,

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

  General Manager
  

  Gillman Honda SA

   

• Initial Complaint

  Date:08/29/2022

  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.

  On 8/26/22, I took my son's 2019 Honda Civic Sport for a potential problem with the steering column, as it does not turn in "free" motion--i.e., it sticks when turning to the left. I had previously taken it there before about 6 months prior, but this time, we left it overnight and on 8/27/22, they called an said the diagnostics showed nothing wrong with it. However, when my son called to check on his car, the service department person (***************************) lied to us by telling us the all diagnostics were complete. However, but when my son called who just purchased a car from Gillman, who also dropped off his car for tint and spoiler installation, the same person (******) said, "didn't a Woman just call", but it was about the 2019 Honda, not my son's new car. Then, disrespectfully said to my son 'I'll call you back" and hung up and never called my son back. So, my wife and son went to pick up the car, and they claimed there was no issue with the 2019 civic. But, when we drove it home, the car still displays the steering problem. So, when my wife returned home, she immediately called back and spoke to *************************** (Service Tech) to let him know the problem still existed, he claimed there was nothing wrong and to bring it back. His response was "I don't know what you want me to do" to my wife, and his tone /attitude made my wife feel like it was her fault that the car wheel was not fixed... VERY POOR CUSTOMER SERVICE, ATTITUDE, AND DID NOT OFFER TO FIX THE *** AGAIN, OR EVEN OFFER A LOANER FOR MY SON TO USE WHILE THEY TRY TO FIX THE ***. He hung up with no remorse or apology. We bough 2 cars from there in last 2.5 years, but will NEVER buy there again. Don't waste your time, as their management has yet to contact me for apology or resolution.

  Business Response

  Date: 08/30/2022

  *********************,
  
  Thank you for alerting us of your concerns, we genuinely seek to resolve most issues our customers present to us regarding their vehicles.
  Let me begin with apologizing for the experience your family had with us. As you have seen in the past in our sales and service departments,this is not how we take care of our customers. We care deeply about all of them and value their time and their business.
  We have addressed your concerns with all of our advisors and specifically ****** to make sure that this does not happen again. We will continue to train our employees to give the best customer service that our customers expect and deserve.
  With that said, there are some inherent limitations as it relates to approved services/repairs.
  The Master Technician who inspected your sons vehicle did not observe any abnormal driving conditions,nor were there any malfunctions registered with the onboard computers. However,he believes he *** have encountered something that resembles your sons concern under certain driving conditions.
  Your vehicle is equipped with a Lane **** Assist feature and under certain driving conditions, the system will engage and provide feedback that *** be perceived as stiffness. When the vehicle drifts into a lane with the turn signal off the steering will engage to counter the vehicle tracking issue the driver will feel this correction. If this is what youre perceiving as the issue, we, unfortunately, cannot modify or reengineer this system. However, I believe you can disable the system in your vehicle settings area.
  The reason ****** was trying to coordinate a test drive with our technician was to confirm are suspicion or,perhaps, experience your sons concern.
  Please let me know if youd like to arrange a test drive with our lead technician.
  It is my hope that you give us another opportunity to make this right.
  Thank you again for bringing this to my attention.
  
  
  *********************
  General Manager
  Gillman Honda of San Antonio
  **************
  www.gillmanauto.com