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:08/16/2023

  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.

  I paid off my car with ** Financial I am suppose to receive my gap refund check. according to controller ******************* at ************.

  

  Business Response

  Date: 08/21/2023

  We, Landmark Honda don't have a customer on file named: *******************************************

  Thanks

   

   

  Customer Answer

  Date: 08/21/2023

  I am awaiting gap refund check that rose wolf 

  

  Business Response

  Date: 08/22/2023

  From: ***************** <*********@landmarkhonda.com>
  Date: Mon, Aug 21, 2023 at 1:17 PM
  Subject: ******** ******************************************
  To: <**********@mybbb.org>, ***** ****** <*******@landmarkhonda.com>, ******** ***** <******@rosenthalauto.com>
  
  This is Not a Landmark Honda Customer this is a *** of **********, LLC 
  dba ********* ********* customer and the check was refunded once it was brought to our attention and the correct paperwork was given to complete the transaction. The check was made payable to her and her husband as the deal went down with both. ************* must have gotten the check over the weekend and when I got in this morning I had a voice mail and 3 emails telling me her husband was deceased, and her bank would not cash the check with his name on it.  Then she came into the dealership in which we asked her to leave the check and we would recut the check in her name only and I agreed to call her once the check is ready for pick up. Please let me know if you have any questions.  The ********* dealership has been closed since April of 2023.
  
  *****************
  Controller
  
  Rosenthal Landmark Honda
  Office: **************
  Direct: **************
  Fax: **************
  *****************************************************
  ********************************

  Customer Answer

  Date: 08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:06/12/2023

  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 vehicle from landmark Honda dealership on ***********, Alexandria. Upon leaving they mentioned last minute the car only has one key, but ensured I should receive the second key two days later. This vehicle vibrates when in reverse intermittently and the car delays while braking. I purchased the car Saturday, June 10, 2023 and returned the vehicle (***** ***** 2014) back to the dealership on Sunday night June 11,2023. I spoked to the ******* manager of the used cars department and he told me they don’t have a return policy and that I can only exchange the car for another vehicle. The car is now left with the dealership and I haven’t received my $4,573.26 cash back at this time due to a no return policy that’s not even on the website. The $1000 was for the down payment. 

  

  Business Response

  Date: 06/19/2023

  I am writing in response to your recent concerns regarding the vehicle you purchased from Landmark Honda dealership on *********** in Alexandria. We appreciate your feedback and take your satisfaction as our valued customer seriously. Please allow me to address the issues you have raised and outline the steps we are taking to resolve them.
  
  Firstly, I would like to clarify that we deeply regret any inconveniences you have experienced since purchasing the ***** ***** 2014 from our dealership. We strive to provide the best quality vehicles and exceptional customer service, and it is disheartening to learn that your expectations were not met. However, I would like to clarify a few points in your statement that are not accurate.
  
  Contrary to your statement, the car is indeed in great shape, and we stand by its condition. We understand your concerns about the intermittent vibration in reverse and the delay while braking. To address these issues promptly, we would like to offer you the opportunity to have the car inspected and fixed at the dealership's expense. You are welcome to choose any dealer of your preference for the inspection, and we will cover the necessary costs to rectify any legitimate issues found.
  
  Furthermore, regarding the missing second key, we apologize for any miscommunication that may have occurred. We understand the inconvenience this has caused you, and we assure you that the second key will be provided as soon as possible. We value your satisfaction as our customer, and we are committed to resolving this matter promptly.
  
  Regarding your request for a cash refund, I apologize for any misunderstanding. While we do not have a return policy, we do offer a one-week exchange policy, which allows you to exchange the vehicle for another one within the first seven days of purchase. This policy was designed to ensure customer satisfaction and provide flexibility. We apologize if this was not clearly communicated to you during your visit. I can confirm that the car has been received at our dealership, and the necessary steps are being taken to process the exchange.
  
  To expedite the resolution process, I have personally notified the manager of the used cars department about your concerns. He is committed to assisting you and ensuring that the second key is provided and that the exchange process is completed promptly. Furthermore, I will be personally overseeing the resolution of this matter to ensure your complete satisfaction.
  
  Once again, we apologize for any inconvenience caused, and we genuinely appreciate your patience and understanding in this matter. Our team is committed to resolving your concerns, and we are confident that we can find a suitable solution to meet your needs. Please feel free to contact me directly at [Your Phone Number] or [Your Email Address] if you have any further questions or require any assistance.
  
  Thank you for bringing these matters to our attention. We value your business and look forward to restoring your confidence in our dealership.
  
  Sincerely,

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

  General Manager

  Customer Answer

  Date: 07/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Landmark Honda has had their vehicle in possession since I returned the vehicle on June 11, 2023. The general manager emailed me Tuesday, June 27, 2023 stating to come pick up the cash on June 29, 2023. I am at the business at this time of 12:49pm and have been here since 9am. There was a check given to a staff name ****** to go to the bank ****** and cash the check, the general manager ***** told me to stay and wait. I decided to ride with the staff ******. ****** went in and returned to the vehicle I waited in and stated they can't cash the check, they are waiting to speak to GM ************ who isn't answering the phone. ****** called ***** and he answered the phone immediately and stated for ****** to return inside the bank and have them speak to *****. ****** returned back under 2 minutes and said they can't cash the check. ****** asked while pulling off can he stop at ****** to get him a sandwich, I thought how unprofessional is that as I am already late for work but told ****** it was fine. When returning to the landmark Honda I spoke with ***** who seemed in other and unwilling to help me. I asked him for the bank number to check what the issue is since he was not able to notify me of what was going on. ****** bank stated that ***** had updated the system on June 13, 2023 removing the name of the lady who was the second signature on the check we took to them and was unable to cash. When I asked ***** why did he use **** who was the name removed out of all the names they had listed as signees, he said because all the others are on vacation. That dont sound right. When going to check for an update since being at landmark Honda for 5hrs, ***** the general manager told me to please get out of his office and shut and locked the door. I know the door was locked because I knocked and didn't get a response and checked to see if the door was locked. Very, very unprofessional and hurtful as I only wanted help. I returned the vehicle well in advance and need my money back as a student who struggling. My 2nd attempt reaching out to BBB. Please help! Thanks so much.
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 07/06/2023

  This case was settled with the customer.

• Initial Complaint

  Date:04/14/2023

  Type:Order 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 submitted an email in regards to Cancel the Driver Plus Cancelation on 03/01/2023. I have contacted ***** Auto and they are stating we need to contact the dealer directly. Well hope this gets the General Manager Attention and has this canceled immediately. Otherwise legal action will be taken against Rosenthal Landmark Honda located at 5125 Duke St, Alexandria, VA 22304. I wrote an email to *** ******* ****** to email: *******@landmarkhonda.com on 03/01/2023. I only signed the registration and other paperwork and my fiancé had to sign the contract the next day he picked up the all weather carpet. I notice the contract I have currently in my possession is not signed However my fiancé was the one who signed without my authorization on the tablet that was told by *** *******. This is illegal and my attorney is looking into it. I took the vehicle to ****** Honda on ******** *** for an Oil Change and I had to pay over $100 dollars. When I signed this package we told ******* to have a Package where we can get Free Oil Change. We thought we had signed for this but apparently it is not. A complaint will be submitted through the attorney general's office. It's illegal to have someone sign a contract on behalf of another person. As I mentioned, the contract in my hand is blank without my signature. This was not the color of the vehicle we wanted. We asked for the ***** Sport Ex- Sonic Gray in the beginning and this salesperson was putting pressure about getting this car. Buyer Name: ****** ******* Agreement #********* Vin: ***************** SSN: ****

  

  Business Response

  Date: 05/08/2023

  1."The refund for the cancelled purchase has been processed via check #***** and sent to Chase Auto Finance."
  2."Your fiancee has the option to trade in the car."
  3."As written on your complaint the buyer is ****** and not you, for that reason I am unable to provide any further comment."

• Initial Complaint

  Date:08/23/2022

  Type:Product 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 7/8/22 I requested a refund for my prepaid maintenance contract per the business form. The business confirmed the form was received. As of today, I have not received the funds nor is the business responding calls or emails.

  

  Business Response

  Date: 08/25/2022

   The refund check has been processed. It is awaiting signature, and should be mailed today.

  
  

  Customer Answer

  Date: 08/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:the company has not provided necessary documents on the refund and has been over the time allotted.
  
  Regards,
  
  *****************************
  

  

  Business Response

  Date: 10/03/2022

  From: ***************** <**************@rosenthalauto.com>
  Date: Mon, Oct 3, 2022 at 10:33 AM
  Subject: Complaint ID ******** - *****************************
  To: *********************** <*****************@mybbb.org>
  

  
  

  *****,

   

  The check for her refund was sent to her on 8/25 to the address showing on the complaint.  As of 9/29 it had not cleared the bank.

   

  A member of our accounting staff called her on the morning of 9/29 but she did not answer so a message was left.  We did not hear back from her so she was called again on 9/30 with no success.

   

  Unless we hear back from her there is not much we can do so I would request  that this file be closed.

   

  Thanks,

   

  Jim S******** Vice President   ***************** Rosenthal Automotive Group Office:************** Fax:************** Email:******@rosenthalauto.com 1902 Association Drive, Reston, VA 20191 RosenthalAuto.com

  
  

• Initial Complaint

  Date:08/17/2022

  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.

  As an active duty member of the military I purchased a vehicle with the intent to transfer my FL Plates from the old vehicle to the new one & register the new car in FL. Landmark Honda told me they needed to charge me the full cost of title and registration since their “title and registration” team wasn’t available on weekends to deduct the $151 registration fee for VA. I was assured I would be refunded $151 as soon as the registration folks could waive the fee. That was over a month ago. I have been in constant communication and keep getting the run around. They won’t refund the $151 to my credit card or write me a check because “there’s a process”, people are teleworking, and they have new people working in their office. When I asked who needs to approve it, they said the GM (*****) who has already given verbal approval yet no refund has been provided. Multiple employees agree that I am owed money, yet none of them can produce a check or cash for me.

  

  Business Response

  Date: 08/23/2022

  The refund check was processed last Friday. The GSM gave you a call that day to inform you that the check was ready to be picked up or mailed.

  If you don't receive it before the end of the week. Let me know to cancel that check and reissue another one.

  Thanks

  Customer Answer

  Date: 08/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  The check arrives Friday afternoon. Thank you for closing our this issue
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:08/05/2022

  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.

  Date of transaction: 7/11/2022. Amount being financed was for the pay-off amount online plus tags and tittle fees. Save your time and money. Untrustworthy and dishonest finance department and dealership. All I wanted to do was purchase my lease. I dealt directly with the finance manager, ***************************. Before I finalized the contract, I Informed **************** was planning on selling the vehicle due to limited space. I discussed the final payoff amount, amount being financed, and even informed **************** didn't not need any warranty because the my car still has a powertrain warranty. I and even wrote it down and calculated everything in his office. With all this said, ******* who JOB is be honest and straightforward. about the additional products and services they offer failed to disclose that he added un-wanted ad-on's on my contract. ******* failed to explain the additional OPTIONAL " service warranty" and useless OPTIONAL "GAAP insurance." This dealership is very good in deceptive practices. Service contract is signed on a **** so you do get a completed list on what products are being added on. I was with my twins baby and wife and trusted ******* informed about all items added to my contract. They even have a " Product Cancellation" page so when you find out the surprising AD-ON products to your contract you can cancel what they added. This dealership even has you sign a "recording declination form". This dealership is a professional scamming customers. Someone from Honda needs to conduct a formal audit and complete a proper investigation. There are numerous complaints at this dealership regarding this SCAM. How is HONDA even letting this happen? ********* justification and explantation for the add on's when confronted stated "The lender will not approve your loan unless you purchase an extended warranty and/or GAP insurance and need it to get the deal done " This is false and illegal. The amount financed already includes the additional ad-on's with so I lose.

  

  Business Response

  Date: 08/22/2022

  Dear *****,

  First the lease was on your name.

  Second, you were not purchasing back your lease.

  Third, the new buyer has to pay taxes, tags and fees due to the fact that the new owner was different to the lessee.

  Fourth, for transparency we record all the financing transactions unless the customer signed a declination form. Which you and your wife opted to do.

  Fifth, the warranty and gap are optional products that you purchased. If you want to cancel it, it will be fully refunded.

  Sixth, we are digitalizing all the sale process and all copies of the transaction are given to the customer.

  As it was explained to you " The vehicle must be retitled in the individuals name as it appears on the lease agreement" in order to not pay taxes.

  Best Regards

  Customer Answer

  Date: 08/25/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  first, claims is false and wrong. The financial manager did not disclose of what was being purchased. 

  second, my wife signed the recording disclosure at the end of the transaction which should be investigated. 

  third, you mis-lead us and added the dealer warranty without our knowledge. I already discussed what we wanted directly to ************************* and still added items to our receipt/contract without our knowledge.

  fourth, you claim we can receive a refund, but you already added the warranty to my financing. I will still be paying interest on the warranty you claim you explained to me. I still lose paying $100 more monthly. I AM STILL paying for the total loan fancied which includes the warranty even if you refund the amount to the bank. You argument is completely baseless, What is the whole point of this procedure. You knowingly add the warranty on to customers contracts without their knowledge then you have a whole procedure in place to refund the amount BUT the interest on the warranty financed is not refunded? What is the point of this hustle. why add the warranty and pay it off. And it is 8/25/2022 AND the bank still has not received the refund. 

  Regards,

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

  

  Business Response

  Date: 10/03/2022

  From: ***************** <**************@rosenthalauto.com>
  Date: Mon, Oct 3, 2022 at 10:06 AM
  Subject: Complaint ID ******** - *************************
  To: *********************** <*************@mybbb.org>
  

  
  

  *****,

   

  I am sending this to you because I don't see any way to update the file with additional information.

   

  This customers refund (to the bank) has been processed.  Check was sent on 9/20 and cashed/deposited on 9/27.  This should be sufficient to close this file.

   

  Let me know if you need anything else.

   

  Thanks,

   

  ***************** Vice President   Jim S****** Rosenthal Automotive Group Office:************** Fax:************** Email:******@rosenthalauto.com 1902  Association Drive, Reston, VA 20191 RosenthalAuto.com