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:08/06/2023

  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.

  On 8/6/23, I got up around 6am then went to do oil change in Honda Of Chantilly, one gentleman signed me in and we confirmed to do oil change including car wash. I waited about 1.5 hour, he called me to the front desk, one lady(sounds like *****************************) beside him told me that she would decline the car warranty if I didn't do "REAR DIFFERENTIAL FLUID EXCHANGE". Then they did it. After waiting for another hour, they called me to pay total about $250 and I got the car. Then I found the car wasn't washed. I came back to ask them, the lady said because the Passenger Side Fender Trim was a little loose, she felt uncomfortable washing my car. However, they had never discussed with me or informed me until I got the car and found out the car wasn't washed at all, but they put the word saying"client decline courtesy vehicle wash" in the invoice though I had never declined. It happened last year, the Honda Of Chantilly just simply didn't wash my car. I didn't find out until driving home. After filing a complaint, the Honda Of Chantilly called me to drive there and washed my car. Around March this year when doing another oil change, they asked me if I felt comfortable washing the car because the Passenger Side Fender Trim was a little loose. I said "yes, wash it" then they did. However, they even didn't ask me this time, just simply denied to wash, worst thing is putting false statements saying "client declined" in the invoice.

  Business Response

  Date: 08/11/2023

  **********,

       Thank you for bringing this matter to my attention.  It is a normal course of action to inform or ask our clients with pre-existing exterior damage on their vehicle about the potential dangers from our automated carwash.  If I am hearing you correctly, that conversation was not had in your opinion and I apologize for the inconvenience. In regard to your request for a refund I am able to provide a courtesy wash for your vehicle and am willing to upgrade it to an exterior hand wash.  Please let me know when you are able to come by so I can arrange my detail department to assist you.  Once again thank you for bringing this to my attention so we can continue to focus on an excellent client experience.

  Sincerely,

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

  Customer Answer

  Date: 08/22/2023

  [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:

  ******************,
  
  We had spoken last year. However the issue doesn't seem to be fixed but actually has been repeatedly happened. This associate was more aggressive than the one last year and she said she was the service manager. That means your store encourages (bonus, award, promotion?) these behaviors and support the associates to do so? ******* only charged  $51 for SYNTHETIC OIL change without car wash. I'm supposed to pay your store about $80 for oil change including car wash.  The car wash was offered by your store when I purchased the car that the customer gets free car wash whenever the customer is doing service in your store as long as the customer purchases the car from your store. However, your associate has used different excuses and repeatedly denied the car wash. Additionally, your associate used invalid reasons to threat and force customers to pay for extra service which customers didn't want such as "REAR DIFFERENTIAL FLUID EXCHANGE", which other stores only charged about $65 but your store charged about $120, its about double.
  
  So I asked for a refund, I should only pay your store $51 for oil change without car wash. For  "REAR DIFFERENTIAL FLUID EXCHANGE" though I have told your associate I didn't want it until she stated to void the warranty if I denied the service, as courtesy I could pay you the price to match other stores which is $65.
  
  Regards,
  
  ***************

  Business Response

  Date: 08/29/2023

  **********,

  Your original concern was that our service associate did not perform a courtesy wash on your vehicle during your service visit.  I have offered to upgrade our courtesy wash to a hand wash which has a retail value of $60 at no additional charge to you.  That is the best and only resolution to this concern.  

  The concern that I am hearing currently is a price discrepancy on the service that you had performed at our dealership.  On our website we have a coupon titled "We Honor Most Local Area Honda Coupons".  The disclaimer states, See dealer for details. Some exclusions apply. Must present written or order or coupon. Not valid on prior transactions. Excludes over the counter parts purchases. Please present physical printed out coupon at time of write up. 

  I understand competitors will offer different pricing. That is why we offer our clients competitive pricing models with the peace of mind of going to the manufacturer's service facility. Since you have finalized and agreed to all services performed, we are not able to unwind your transaction and change the total that you have paid.  We also do not offer lower pricing if a client does not receive the complimentary car wash.  

  In the future, please utilize our service coupons to maximize the value that you are able to receive before finalizing your bill. 

  I do appreciate the opportunity to be of service to you and hope that you redeem the upgrade to a hand wash on your next service visit. 

  Sincerely,

  ***********************;

  Customer Answer

  Date: 09/08/2023

  [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:

  
  **. *******,
  
  The complaint I filed last year was mainly for car wash. However, this complaint is clearly for 2 issues. If you didn't see it or didn't get it previously, to be clear, I attached my complaint as below at the end again, there are two issues:
  1) repeatedly charged higher price for oil change which is supposed to include car wash(which you have promised to provide) but repeatedly used different excuses to deny car wash and falsely printed out "customer denied the car wash" in the invoice.
  2) repeatedly  pushed/forced customers to add services (which  customers do not want)  by threatening to void the car warranty or such.

  Because it has repeatedly happened even I had filed the complaint last year and you had promised customers to provide car wash whenever customer had service in your store but it was not true, and it appears your leadership supported these behaviors. I can't trust your store service. So I asked for a refund the difference $130 between the normal price $116 other stores charge and the amount your store had charged me $250:
  >$51 for the same oil change 
  >$65 for  REAR DIFFERENTIAL FLUID EXCHANGE

  Your store had charged me $250, please refund me about $130. I plan to use the refund to wash my car in another trustable store. 
  
  Attached my complaint:
  On 8/6/23, I got up around 6am then went to do an oil change in Honda Of Chantilly, one gentleman signed me in and we confirmed the oil change including car wash. I waited about 1.5 hour, he called me to the front desk, one lady(later I called her and she said she was the service manager) beside him threaded that she would void the Powertrain limited warranty if I didn't do "REAR DIFFERENTIAL FLUID EXCHANGE". Then they did it. After waiting for another hour, they called me to pay a total of about $250 and I got the car. (later I found the warranty had already expired, I told the lady when I called her, then she created another story that would cause $4500 damage). Then I found the car wasn't washed. I came back to ask them, the lady said because the  Passenger Side  Fender Trim was a little loose, she felt uncomfortable washing my car. However, they had never discussed with me or informed me until I got the car and found out the car wasn't washed at all, but they put the word saying "client decline courtesy vehicle wash" in the invoice though I had never declined. (later when I called them, the lady admitted that's the only reason to let the computer bypass the service.)
  
  It happened last year,  the Honda Of Chantilly  just simply didn't wash my car. After filing a complaint, the Honda Of Chantilly  called me to drive there and washed my car. Around March this year when doing another oil change, they asked me if I felt  comfortable  washing the car because the  Passenger Side  Fender Trim was a little loose. I said "yes, wash it" then they did it.  However, they didn't even ask me this time, just simply refused to wash and put false statements saying "client declined" in the invoice. So dishonest.
  
  It appears she used invalid reasons to push/force customers to do the service which customer didn't want, but deny the car wash (included in the oil change) which customer needed. During the call, she repeatedly cut off customers, not listening to customers. 
  
  Regards,
  
  ***************

• Initial Complaint

  Date:08/05/2023

  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.

  My wife and I purchased a 2023 Honda ***** just a couple short months ago and have been without the vehicle now for three weeks and now working on third major repair. Very frustrating considering this was the replacement for our 2004 Honda Pilot with almost 400k miles and no major repairs. I understand that sometime you just get a bad apple in the bunch but the kicker is the dealership being completely unwilling to work with us on the loaner car we have. Apparently we can go outside of 60 miles from the dealership. While we have abided by that the entire time they have had our car, we need an exception to drive to PA to take an ill family member to an appointment. Honda of Chantilly says no to that. Absolutely absurd. The staff at this dealership are very unreasonable. I'll definitely consider another location for servicing.

  Business Response

  Date: 08/29/2023

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

  My name is ************************* and I am the General Manager at Honda of Chantilly.  Please reach out to me directly so I can get some additional information in regard to your emergency and the best way we can assist.  My contact information is listed below.  Thank you.

  Sincerely,

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

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

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

  Business Response

  Date: 08/31/2023

  Hello,

  I was just informed that your vehicle is ready for pickup and our shop foreman has an appointment with you on September 1st to go over your concerns.  At this time you are able to pick up your vehicle and bring back the loaner.  Thank you.

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

• Initial Complaint

  Date:07/14/2023

  Type:Sales and Advertising 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.

  My wife and I purchased a Honda *** on Wednesday evening. Even though we are happy the purchase, the sales experience was horrible. First, the sales rep made a big deal about tape on the back of my drivers license. I ran it though the wash by mistake two years ago, but it valid and everything is readable. This was after I went for a test drive and was approved for financing by your dealership. I then gave him a US passport card as second form of ID and he was hesitate to accept it. It went with the same through the wash as well and had a crack on the back. I am not sure by my ************** Drivers License was an issue and never been a problem before. I used it at TSA and secure government facilities. Anyways, the sale rep removed the tape from my passport card and damaged it further. I am asking for $30 which is the amount the government charges to replace it. Also the sales rep did not give us a second key to the car because he claimed the manager left and told my wife come back the next morning. When she arrived she had to wait 3 hours for the key to get programed. This was out of the way for her since we live in Fairfax. Other than the free oil change, we will never return to this location

  Business Response

  Date: 07/25/2023

  Hello ****************,

  I sincerely apologize for the disappointing sales experience. I see that your sales associate that assisted you is new and still learning the proper sales process. I will use this as an opportunity to provide coaching to him to minimize the chances of this happening again. Per your request I have issued a check to be issued to yourself for $30 to replace your ID.  Once again thank you for bringing this to my attention and we look forward to earning your trust during your next service visit.  If you have any questions or concerns, please do not hesitate to contact me.  

  Sincerely,

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

  Customer Answer

  Date: 07/28/2023

  [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:05/15/2023

  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.

  I put a $1000.00 deposit on a car. The car had not even been built yet. I cancelled the next day bucause I was told a cater wouldn't be delivered fir 30 or 40; days. I'm 80 years old and feel I was taken advantage of by the dealership. The said they would not refund my deposit.

  Business Response

  Date: 06/27/2023

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

  Honda of Chantilly has a non-refundable policy on all new vehicle deposits.  We have this policy in place because we secure the vehicle for the client and turn down other client requests for the same vehicle. Before we collect the deposit, we explain the process and estimated timeframe for delivery of the vehicle.  Honda of Chantilly does not have any control over the transportation or timeframe of the vehicle being delivered to the dealership.  It is our policy to go over this verbally with each client and more importantly we also have the client sign and initial the deposit form stating the deposit is non-refundable before collecting payment.  This process minimizes any misunderstandings on our policy for cancelling deposits that have been secured for the client.  I have attached your deposit form that is signed and initialed by yourself for your review. If you have any additional questions or concerns, please do not hesitate to contact me. 

  Sincerely, 

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

• Initial Complaint

  Date:04/30/2023

  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.

  This complaint is about Honda of Chantilly. I bought a used car from this dealership by the end of December 2022. During the test driving airbag warning sign came on and then got cleared by itself and I was assured that it was just a glitch and nothing to worry about as the car went through multi-point inspection. I was assured that the car went through Honda's xxx point inspection and passed it. Car had a red round sticker on the windshield too(not sure what it means to the dealership). Unfortunately the airbag sign came back on the very next day after buying the car and the dealership wont do anything about it. They have asked me to pay $172 for diagnostics for a fault they were already aware of from their inspection which they hid from the customer. Finally ended up paying $ 172 for diagnostics and they found that the issue was a faulty airbag for which they are asking to pay $2000 for replacing it. This is an issue that they were aware of and yet hid it from the customer. In addition the finance guy added an option to the car loan (GAP coverage) without asking me which I was able to cancel after a week after I found it out. I am looking for this business Honda of chantilly to take responsibility of the information they were aware of during their multi-point inspection about the airbag which they didn't disclose it to the customer. In my opinion this non-disclosure is fraud and action need to be taken.

  Business Response

  Date: 05/31/2023

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

       I have reviewed your concerns and I see that you purchased your vehicle from Honda of Chantilly with 101,225 miles on December 29,2022.  Your most recent service visit on April 27, 2023, states your vehicle had 108,873 miles on the odometer. Your repair order during that visit has technician's notes stating there is a service bulletin from American Honda Motor Corp on your vehicle concerns.  The bulletin states, The cable reel can cause this code to come on intermittently.  Client declined services at this time. 

       Before your vehicle was offered for sale, we must perform a used car inspection to ensure the vehicle is operating as designed and passes the Virginia state safety inspection.  Your vehicle passed all requirements in order to qualify for retail sale. 
  

       Attached is the Buyers Guide assigned to your vehicle stating what type of warranty is included with your purchase and the potential defects that may occur in used vehicles.  Your vehicle had an AS IS - NO DEALER WARRANTY, The dealer does not provide a warranty for any repairs after the sale. The Buyers Guide is signed by yourself acknowledging the disclosure before finalizing your purchase. 
  

       During your finalization of your purchase the business manager went over optional service contracts to provide additional peace of mind in case of a mechanical failure.  A 48 month, 50,000 mile service contract was presented to you and I see that you declined that option.  Due to the declined service contract option and AS-IS Buyers Guide disclosure, Honda of Chantilly is not able to cover any parts or labor in regard to mechanical failures pertaining to the purchased vehicle mentioned above. 
  

       If you have any additional questions or concerns, please feel free to contact me.

  Sincerely,
  

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

  General Manager

  ************  

  Customer Answer

  Date: 06/02/2023

  [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:
  

  As mentioned in the dealer's email, they performed multi-point inspection and during that inspection dealer(Honda of Chantilly) was aware of the safety issue and it is recorded in the car's event log. Dealer failed to disclose a serious safety issue which is a violation of Virginia code.  While a properly documented AS-IS sale will usually bar a claim for a defective vehicle, there are exceptions. The sale may not truly be AS IS, a dealer can not lie to you or conceal defects and avoid a claim for fraud through an AS-IS disclaimer. In this case dealer Honda of Chantilly concealed a known defect (Car was not  in operatable condition due to safely issue). Hence dealer is in violation of Virginia code and potentially used AS_IS clause to cover a known safety issue and hence the burden is on the dealer to find a resolution to this known issue concealment fraud.
  

  Thank you,
  ***********************
  

  Business Response

  Date: 06/06/2023

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

  You are entitled to your opinion as a consumer and you have reached out to our legal team for further action.  At this time our legal team will clarify any additional information or concerns that you may need and is in the process of contacting you. 

  Sincerely,

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

  Business Response

  Date: 06/28/2023

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

  It is normal that a pre-owned vehicle will have fault codes stored in the cars event long for that is the purpose of the system.  At point of sale your vehicle may have had a history of intermittent concerns but if those concerns are not present at point of sale there is nothing that a technician can fix.  If the vehicle is operating as designed by the manufacturer then we will proceed with offering the vehicle for sale.  At point of sale we have a federal mandate to display a buyers guide for the client to inform clients of which warranties are applicable for the vehicle and to notify the buyer of some major defects that may occur in used vehicles.  As I stated in my previous message, this form was shown and signed by yourself before purchasing your vehicle as you can see below. 

       Before your vehicle was offered for sale, we must perform a used car inspection to ensure the vehicle is operating as designed and passes the Virginia state safety inspection.  Your vehicle passed all requirements in order to qualify for retail sale. 

       Attached is the Buyers Guide assigned to your vehicle stating what type of warranty is included with your purchase and the potential defects that may occur in used vehicles.  Your vehicle had an AS IS - NO DEALER WARRANTY, The dealer does not provide a warranty for any repairs after the sale. The Buyers Guide is signed by yourself acknowledging the disclosure before finalizing your purchase. 

     At this time there is nothing further to discuss in regard to your concern for we have a difference of opinion.  If you would like to trade the vehicle in or sell it back to the dealership we are available to facilitate your needs.  We look forward to servicing your vehicle in the future.

  Sincerely,

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

• Initial Complaint

  Date:04/12/2023

  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 have been a happy customer at Chantilly Honda up until today. ****** ********* is the front desk serviceman that took my 2018 ****** in for an oil change and seatbelt recall. I was very dissatisfied with his handling. Here is the story: I arrived at the dealership for an oil change and seatbelt recall on Wed 04/12/2023 at 4:30pm. ****** ********* was the person that facilitated my car drop off. I told him I would drop it off and ask him to call me whenever it is ready. He said "YES" and offered me with multi-point inspection and a free car wash. I agreed and moved on with my other things. At 8:00pm on same day, I called him and he didn't pick up his phone. Then at 9:10pm I showed up at the service department. I saw my car parked on the parking lot finished but "UNWASHED" as the thick pollen layer was still visible on the windshield. I approached ****** ********* and asked why I was not notified about the car being finished. He then made me waited another 15 minutes at his station for him to type random thing before I could do a check-out. I complained to him about my car not being washed as promised but he brushed it off. On top of that, muti-point inspection was not even carried out. I have the receipt to prove. He even modified my email to a wrong address so that I could not receive the survey from Honda for customer service rating. My old receipts from previous services at the same location have my email correct up until I complained with him about his behavior. I want the speak with the management team as his behaviors are unacceptable. I will follow up to Honda corporate as well.

  Business Response

  Date: 05/23/2023

  Spoke to ************** today about his experience and came to an acceptable resolution that he will redeem on his next service with Honda of Chantilly.  At the end of the conversation ************** stated he was extremely satisfied with the outcome and conversation we had.  If you have any questions or concerns, please do not hesitate to contact me.  Thanks for the feedback.

  Sincerely,

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

• Initial Complaint

  Date:06/19/2022

  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.

  Last week, I went there for oil change and emissions testing. I had confirmed with the associate to wash the car and complete multiple-point check. But finally they didn't wash the car and didn't complete multiple-point checks either.

  Business Response

  Date: 06/20/2022

  Hello **********.

  Thank you for giving us an opportunity to service your **** on June 14th.  I reviewed your concern and I referenced your service repair order and it states "Honda of Chantilly did not complete multi-point inspection today in order to expedite vehicle service to honor clients time constraints."  If there was a miscommunication of time expectation we sincerely apologize and would be more than happy to provide our standard complimentary multi-point inspection and wash.  There is no appointment necessary for our service department so please bring it by whenever is convenient. Once again thank you for giving us an opportunity to service your vehicle needs.

  Sincerely,

  Jamal E**********

  General Manager

  Customer Answer

  Date: 06/27/2022

  [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:
  

  I had not asked time constraints. I had not been informed that the multi-point inspection and car wash were not completed when I was asked to pay. Later a scratch was found in the back. Please feel free to have a supervisor call me.

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

  Business Response

  Date: 06/28/2022

  I will be happy to reach out to the client to address his concerns. 

  Sincerely,

  Jamal E***********

• Initial Complaint

  Date:06/01/2022

  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 have 2019 Honda *** and I had my factory warranty till between 04/26/2019 - 04/26/2022. I went to Honda of Chantilly located in 4175 Stonecroft Blvd Chantilly, VA for the clicking noise which was coming from right front of the wehicle. They replaced the right front lower control arm and tested it but the noise was till there. After that they called me and said right front strut needs to be replaced/fixed. I told them to fix it but they said it is not under warranty. (This is from our phone call. when I said I have a factory warranty he said "No, it didn't go through" which the part, right front strut is not covered by warranty). They said I have to pay for $850 for strut to be fixed and I refused it. I took my car on 04/24/2022 when my warray was still active and I paid labor fee $75 and allignmet fee total $169.49. Later I went to ******* Honda located in ***** ******* **** farifax, VA. I asked them about the work that Honda of Chantilly did and the bill that I paid. They checked the strut and they confirmed that it was under warranty. This is the part number: *************. They said they I shouldn't pay for labor fee which is $75 and they should fix the strut and they said my warranty is over now. I left from ******* Honda and went to Honda of Chantilly and asked them about why they said the strut was not covered. Here is their response: "Because someone touched that part. It is not a defect it is human fault". I said "you said the part is not under warranty on that time now after I prooved that it is under warranty you are telling me a new story". I called ******* Honda and told them about what the manager said in Honda of Chantilly and why they didn't fix it. I called ******* Honda and they said "It doesn't matter. they should replace it. They just want to clear their hands off". I am very frustrated. Now I don't have active warranty anymore to fix the strut. Now I have to pay for the part, labor and allignmet fee again.

  Business Response

  Date: 06/11/2022

  ********************:

  During your second service visit my technicians noticed the right front strut did not have a part failure.  The installation of that part was done incorrectly which resulted in your suspension making noise.  You stated a different service station replaced suspension components before bringing the vehicle to Honda of Chantilly. This is the reason your parts are not covered under warranty.  We recommend taking the vehicle back to the service station that incorrectly assembled the part to have them fix the error.  If you have any additional questions or concerns, please do not hesitate to reach out to me.

  Sincerely,

  Jamal E**********

  General Manager 

• Initial Complaint

  Date:05/16/2022

  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 brought my car (2013 Honda *******) to Honda of Chantilly on 8 May 2022, for which I was charged $149.95 to diagnose a bad alternator. I was quoted $2038.65 (not including taxes and fees) to repair my vehicle: $1153.23 ($689.88 parts, $463.35 labor) to replace the alternator, plus $885.42 (parts and labor) to replace the front spool valve, which they claimed had leaked onto the alternator causing it to short out. That sounded very high to me, so I had my car towed to a service station, where they charged me a total of $535.98 to replace the alternator, including $263.16 for parts, $287.70 for labor (including only $34.50 to diagnose the problem, but not including taxes and discounts). I understand that I am going to pay more for OEM parts at the dealership. But the service station where I had the work done said there was no evidence that the alternator had shorted out because oil had dripped onto it from the spool valve. I suspect that Honda of Chantilly was padding the estimate by quoting me for a spool valve that I did not need. Their quote for labor to replace the alternator also seems inflated compared to what the service station charged. I asked the Honda Service Advisor to refund their fee for diagnosing the problem; he said they would consider a refund only if I took my car back to Honda for a chance to refute the service station. I do not have the old part to convince Honda that the alternator had not been shorted out by an oil leak, nor do I have the expertise to refute their claim: is oil on the spool valve the result of a leaky spool valve, or is it oil that dripped from the dip stick right above it? I believe they tried to take advantage of my circumstances (the car was not drivable) by padding their estimate with repairs that were not necessary; I am asking for a full refund of the $149.95 that I paid for the diagnosis.

  Business Response

  Date: 06/11/2022

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

  Thank you for giving Honda of Chantilly an opportunity to repair your vehicle.  On May 8 you brought your vehicle and stated you would like us to check and advise you why the charging system light came on.  The labor to diagnose and advise you on the potential reasons for the concern costs $149.95. You agreed to pay this amount before the work was done.  Once we provide a written estimate of the concern it is your choice to move forward with repairs or to exercise other options.  With either decision you are only responsible to pay the authorized diagnostic fee at that time.  Honda of Chantilly has fulfilled the commitment to diagnose and advise you on the situation.  Providing a full refund for completed work is not an option. 

  In the future we hope to have an opportunity to service your vehicle needs and will explore multiple options on repair so you may be satisfied with your experience.  

  Sincerely,

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

  Customer Answer

  Date: 06/12/2022

  [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: I believe the diagnosis/estimate that I paid for was fraudulent; it included over $885 for work that was unnecessary (replacing the spool valve). This is based on what I was told at the service station where I ultimately had my car fixed. They found no evidence that the spool valve leaked onto the alternator causing it to short out. I believe that Honda of Chantilly "padded" the diagnosis because the car was undrivable and I was unlikely to have the car towed to another service station. I am convinced of this because I did not have the spool valve replaced by the other service station and the car is running just fine.
  
  Regards,
  
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