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:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 leased a 2021 Honda Accord in November 2021. During the initial paperwork the dealership offered my an oil change package to get NINE oil changes for $270. This works out to $30 per oil change, which is a good deal, so I agreed. The 2021 Honda Accord has an 'oil life' feature, which tells you (approximately) when to change the oil. The car ends up needing an oil change approximately every 10,000 miles. I bought this car after the Covid pandemic, so I don't drive nearly as much as I used to. I work from home often, like many others today. Because of my limited driving I am only driving about 9,000 miles per year. Even though I leased the car, my plan was to buy the car after the lease (which I did) so I knew I would have the car for much longer than 3 years. So, if you are following along and doing the math, that is maybe one oil change PER YEAR (at most). So... this oil change package was set to last me for a very long time. I just tried to schedule an oil change and the dealership told me that my oil change package EXPIRES after three years!!! How can that be?? I don't drive enough miles to need 9 oil changes in three years. With modern cars and synthetic oils, NOBODY does. This is a deceptive sales tactic meant to sell you on a $30 oil change that ends up costing $90 each because now they don't want to honor the rest of my oil changes. If they had told me about the three year expiration I would have passed on the offer. In the end, the dealership is saying that they will give me one more on a "grace period", but I paid for 9 oil changes, and I want all 9. If I accept the one more that means I will have only received 4. 5 less than what I paid for.

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Saturday August 21, I visited Stockton 12 Honda to explore trading in my Hyundai Santa Fe 2023. I was not intending to purchase a Vehicle but was open to test driving. After driving three cars, I was pressured by the salesperson Wilson Clark to sign papers for a 2021 Lexus, despite my reluctance. I felt coerced and ended up making a 1k down payment which I also stated I was not interested in. September 2 I returned with my family to reverse the transaction,but Wileon told me to come back the next day due to bank closure. When I returned on September 3 with my grandmother, Wileon informed me that the trade could not be reversed because the bank had processed the information. The sales manager, whose name I forgot, spoke to me dismissively and with a harsh tone, making it clear that the deal was final due to financial and procedural reasons. I was informed about a recall on the Lexus, which I later learned would take 6 to 12 months to fix. The sales manager’s argument for denying the return was that the transaction was complete and they were now the owner. Additionally, I was told by another dealer that my situation suggested I was taken advantage of due to my age and gender, that having a male figure with me might have changed the outcome. I am seeking the return/ exchange of my Hyundai Santa Fe in the condition it was received. I would be happy to consult any payments for added miles on the Lexus that I only used to drive home and to the Honda Stockton 12 dealer.

• Initial Complaint

  Date:05/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We purchased a 2021 Honda Ridgeline from Stockton 12 Honda on Monday, May 27, 2024. On multiple visits to their website, I looked at the Ridgeline and each time it was listed as a Certified Pre-Owned Honda. When my wife and I arrived at the dealership, we met with salesman Angel Torro whom we had an appointment with. He showed us the Ridgeline and there was a sticker on the windshield as well as signs where both license plates go that stated the vehicle was Honda Certified Pre-Owned. We still have the license plate signs. After we tested the truck, I specifically asked Angel if the car was Honda Certified Pre-Owned and he said it was and told us about some of the benefits. He also explained that there was a recall on the car but made no mention of it affecting the certified status. It took 3.5 hours before we could get into the finance office, plus the dealership is a 50 minute drive from our house. I am in poor health and we were very tired. When the finance manager started selling us a warranty I said we shouldn’t need one because it is certified pre-owned. He said it wasn’t certified because of the outstanding unrepairable recall. We purchased the car and the extended warranty but left frustrated. I have tried to contact the sales manager twice about the situation but he has not responded. Tonight I sent a message to management. We want to receive the certified benefits offered and a refund on the warranty we purchased as well as a $499 worthless theft protection policy.

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  First time car purchase: Went into the dealership on 10/19/2023 to buy a car. I advised to the sales manager and finance manager that I would like to get a second opinion before purchasing the vehicle. I was not confident at that point and wanted to take it to a mechanic. They said that was fine and had me sign some additional documents and advised that, should the opinion be good and I wanted to move forward, this would be my contract. The next day, 10/20/2023, I received the second opinion and was notified of potential issues. Additionally, the dealership notified me that my financing was denied for my desired rate and that I needed to resign the contract to move forward. However, due to my scheduling, I was not able to go back that day. I went in on 10/23/23 and advised that I would be returning the car due to the fact that: 1. I received the second opinion and there were a number of identified electrical issues and, 2. I didn’t want to move forward with the new rate anyways. They had me take a seat and wait to speak with the finance manager. While I was waiting, they successfully pushed the financing through and then advised that the second opinion was only to let the dealer fix anything wrong with car, but that I had already purchased the vehicle and I couldn’t return it. I told them many times that I wanted a second opinion before purchasing the vehicle. I believe that it was misleading to have me unknowingly sign the purchase agreement when I thought I was still able to get a second opinion. Additionally, I believe it is fraudulent to push through the second financing contract when I already told them I was returning the vehicle. They advise that contract law voids out any verbal agreements and that it was an unfortunate misunderstanding. I am currently in possession of the vehicle but am requesting the BBB’s assistance to have the dealership honor the verbal agreement and that I could return the vehicle after the second opinion.

• Initial Complaint

  Date:04/06/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Oct 28 2021. Dealership took a $1000 deposit to hold my place in line for a future car. (Honda civic R) Car came in (as I was first in line) and they decided to add a $20k “market adjustment”. I told dealer from very beginning (I have copies of text messages from sales rep) that I was never going to pay a large market adjustment but that I’d consider a modest one. They never informed me of this huge amount and basically said if I didn’t buy the car for $20k over cost then they sell to another person in line. Then the dealership informed me that my deposit is non refundable. I said you have never gotten me a car that I can buy and at a price we have agreed upon over sticker price. So let’s just walk away here and go out separate directions. They have my money, won’t sell me a car that I was in line for (car was never ordered). I have asked dealership for a copy of the agreement. They said there was no contract, just that it’s non refundable. This is quite a scam they have going.

• Initial Complaint

  Date:12/14/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 car in May 2021 that included additional warranty and services. When attempting to use services sold to me, they were not as described. When utilizing the oil change warranty, they failed to do correctly which cost me additional time and expense to get my driveway cleaned. I have been trying to talk to sales manager for a month and when I finally was able to discuss today, his approach was non-apologetic for the problems and the excuse of these were added complimentary, when in reality it was to offset the cost of something we didn't want that they couldn't remove from the cost that we were going to walk away from the sale. Attached document has additional details with dates and conversations.

• Initial Complaint

  Date:09/12/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Date of the transaction: 08/30/2022 (signed at 08/30/2022) The amount of money payed: EPP: 199.00 TOTAL CARE AUTO VTA Warranty: 499.00 TOTAL CARE AUTO MAINTENANCE: 149.00 STOCKTON 12 HONDA - Tire Fee: 5.00 (???) - on a brand-new car? What the business committed to provide: Theft Deterrent Product Limited Warranty (AKA: Insurance or Service Contract) What is the nature of dispute: I've requested cancelation the next day. - This Warranty/Insurance Contract is not enforceable as per the "If" conditions on the session 3 on the contract, that the dealership should know well about it in advance. So, it demonstrates the intention of wrongdoing, as they did not installed any "anti-theft device" like the examples listed by de Warranty Administrator (National Auto Care) during our call. [ie: Connecta Car or Lojack]. Other than that, my request for cancelation was within 2 days and dealership answer with: "This is not cancelable", and, "you should have read the papers before signing". What I don't know if it is even legal under the Consumer Law, or Warranty Law or even Insurance Law. They also added an EPP that I didn't want on my contract, saying it was not optional. After realizing that, I asked multiple times, and by email, what was included on the EPP but they did not send me any detail and just said it is protective application for the painting. But were is the descriptive receipt or warranty? Summaryzing: I want to cancel any Warranties or service plans added to my Contract. And a detailed receipt on the EPP product and it's warranty. Evidence of wrongdoing: Contract states on section 3 - benefits, the conditions for the warranty/insurance to be valid: If the Theft Deterrent Product is installed on the Vehicle... Referring to section 1 - definition: - Theft Deterrent Product Product: ...physical theft deterrent system provided by and installed on the Vehicle by the Dealer...

  Business Response

  Date: 09/17/2022

  The original negotiation paperwork had an EPP charge (environmental protection package that includes a protective coating applied to the exterior paint as well as clear plastic guards on the door edges and cup handles), VTA (Vehicle Theft Assistance, the vehicle is registered so that if it is stolen and not recovered within a certain amount of time the customer receive funds to help them towards another vehicle), and Tire Fee (every new vehicle is charged by the state of Utah for every tire, including the spare).  These were all disclosed up front prior to going into finance.  It looks like you opted for an oil change package which is the maintenance of $149.  

  The VTA is not an electronic device that is installed. It is a registration of the vehicle.  Before signing the contracts, the attachment shows that we disclosed the tire fee, VTA, and EPP before your signed any further binding paperwork with the finance manager.  

  In summary, we would like to help our customer.  We are willing to refund the VTA since it is the highest dollar amount of the three items to help.  Customer can come in or we can mail out a check for the $499. 

  Customer Answer

  Date: 09/20/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  1) Dealership did not commit with the outcomes requested:

  1.1) Cancelation of the VTA (see form attached) - NOT MENTIONED. I want this contract to be cancelled as it doesn't serve any purpose. 
  
  1.2) Full Refund (refund offered is not full, taxes were calculated and collected on top of this amount) - Offered refund was PARTIAL/NOT IN FULL
  
  1.3) Explanation of charges - INCORRECT
  
    1.3.a) EPP charge - Dealer-Answer: environmental protection package that includes a protective coating applied to the exterior paint as well as clear plastic guards on the door edges and cup handles.
  
  [Detailed Receipt Still Missing] - Where is the detailed receipt? What parts/products were used and what is the breakdown between parts and service? => A consumer has the right for a detailed receipt describing the products and services, and their respective codes.
  
  1.3.b) VTA - Dealer-Answer: Vehicle Theft Assistance, the vehicle is registered so that if it is stolen and not recovered within a certain amount of time the customer receive funds to help them towards another vehicle
  
    [BUT THIS IS NOT THE CONTRACT I GOT] - I received a contract describing a THEFT DETERRENT PRODUCT LIMITED WARRANTY instead (#***********). The contract states on the Section 1, what is considered a "Theft Deterrent Product". Description is "physical theft deterrent system provided by and installed on the Vehicle by the Dealer". Furthermore, the contract states on Section 3, that benefit is conditioned to this physical device to be installed on the vehicle, before this Limited Warranty Contract is signed. It states: "If the Theft Deterrent Product is installed on the Vehicle..."
  - Again the dealership is misrepresenting reality here.
  
    1.3.c) Tire Fee - Dealer-Answer: Every new vehicle is charged by the state of Utah for every tire, including the spare
  
    [AGAIN MISREPRESENTED HERE] - First, on the Retail Installment Sale Contract, the value is paid to "STOCKTON #12 HONDA", and not to "Utah DEQ WM&RC" as Seller must identify. Second, even if the Dealer says it was a simple clerical error, that would be a double error, as this Vehicle only have four tires as this model don't have a spare. And still, they insisted on it on answer on this complaint.
  
    1.3.d) Maintenance Package - Dealer-Answer: It looks like you opted for an oil change package which is the maintenance of $149.
  
  [AGAIN MISREPRESENTED] - The deal was for a TOTAL CARE AUTO packaged. But a Stockton #12 Honda Customer Advantage Package contract was delivered instead, without my agreement for any changes. - I would like to also cancel this contract now. It is overpriced (I took a picture of a different price advertised on-premises), and I figure now that a Total Care Plan from LandCar is even more affordable than that.
  
  
  2) This dealership is insisting they have not misrepresented anything. Instead of recognizing the errors and fix them, their response looks more like they are trying to paint me as someone who is trying to get some advantage from the situation they have put themselves on. I believe I am also entitled to a formal apology for that strange situation that I've been put on.
  

  3) The document the dealer has attached was another MISREPRESENTATION that the dealer tried the day before, making me believe they were going to honor the Honda Financial Pre-approved certification that would included my Loyalty credit cash and a fixed payment value offer. Certificate #18992861 received and confirmed with Honda before visiting the Dealership.
  
  [ AGAIN FACTS ARE MISREPRESENTED ] - The reason I signed that was because they told me it was not a contract still, but I have to sign it or they would sell the car to someone else that was already test-driving the car before. - That was partially true, because I could walk out without signing the contract with the correct values given on my certificate. But the Finance Manager told me he will fix the price and we would be able to close it the next day, with the right price. - Next day, price didn't changed and I have to renegotiate it to pay a large downpayment, and get a Loan with the Credit Union I am member of. 
  

  I am attaching:
  - Copy of the Contract showing the mentioned content that invalidates any and all theoretical benefits.
  - The form needed to be filled by Stockton #12 Honda, in order to cancel the mentioned Theft Deterrent Product Limited Warranty (a.k.a VTA on the recordings).
  - A copy of the oil change package advertisement called TOTAL CARE AUTO powered by Landcar.
  - And the page of the Retail Installment Sale Contract that shows the charges discussed, and the right date it was signed.

  
  I swear, under penalty of perjury, that the foregoing is true and correct to the best of my knowledge. 

   

  Sincerely,
  
  **** ****** (a.k.a. **** ******* ******* ** ******)

• Initial Complaint

  Date:06/15/2022

  Type:Product 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.

  Stockton 12 Honda did timing belt replacement of our 2006 GX470 on 10/7/2021. The repair order number is ******. I paid $1293.77 Full details are in this report: https://www.auto.live/service/print/ro/********************* Turned out that they installed a defective timing belt tensioner when replacing the old one. I kept getting P0016 (crankshaft position sensor code) for months and poor mileage but they could not fix anything. I took the car to another shop and they found the tensioner was defective and replaced it for a total cost of $728+. Stockton 12 Honda flat out refused to refund anything for their mistake. As a resolution I am looking to get a partial refund of their faulty service.

  Business Response

  Date: 06/28/2022

  We have had contact with *** ***** regarding the reimbursement and have submitted paperwok and the part to the supplier to request reimbursement.  We are still waiting for the manufacturer to review and respond to us with their decision.  I have attached a copy of the email thread with Ms. *****.

   

   

  Customer Answer

  Date: 07/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory so far to me. But I will wait and see if the business can eventually follow up with the reimbursement.
  
  Sincerely,
  *** *****