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:03/10/2025

  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 purchased a 2013 Toyota Rav4 from the dealership in June of 2023. Unbeknownst to me, that year RAV4 had an extended warranty/TSB about a torque converter shudder. The previous owner had not gotten this repair done under that warranty. While this vehicle was sold as is, I was not made aware of this torque converter issue and that it was not taken care of. The GM, *** *** ***** stated that it was "mechanically sound". I recently took it in and lord and behold, the torque converter was causing the shudder. I was quoted $4000 for this repair by Toyota. I contacted their dealership, CMA Honda about it, and the person who picked up was mocking stating that "I don't know anything about Toyotas, go to the Toyota dealership". Well, maybe don't see the vehicle if your service department cannot handle a repair of it? I wish for CMA to cover this due to the fact that they have been dishonest. I will get it done at Toyota since their service department claims to not be able to do it.

  

  Business Response

  Date: 03/14/2025

  Dear Ms. *******,My name is ********* ****, and I am the Executive Assistant at CMA’s Valley Dealerships. I sincerely apologize that your last experience with us did not meet the high level of care and service we strive to provide. I have attempted to reach you twice via phone and left voicemails, as we genuinely want to resolve this matter for you.We have reviewed your concerns and want to provide some clarification. Our records indicate that your vehicle was sold in mechanically sound condition based on the information available to us at the time. Because we are not a Toyota dealership, we were not aware of the warranty extension on the torque converters for your RAV4. However, after looking into this further, I have some positive news.When you purchased your vehicle, you also opted for an extended warranty through us. That warranty covers the torque converter repair, and it only requires a $100 deductible. Based on the AutoCheck report, your vehicle had 156,411 miles as of February 25, 2025, and your extended warranty remains active until 164,441 miles or June 6, 2026—whichever comes first.We now have a new Service Manager, and we are committed to addressing and resolving this issue for you as soon as possible. Please give me a call at ************ so we can move forward with getting this taken care of.We truly appreciate your business and the opportunity to make this right. I look forward to speaking with you soon.Best regards,  ********* **** Executive Assistant

• Initial Complaint

  Date:02/28/2025

  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 purchased a 2013 Honda accord December 28th, with a little over 56k miles on it, since then I have only driven the car 1,200 miles, as I just drive to work and Dr appointments I am 8 months pregnant, last week I noticed the rear end was vibrating and Making a loud noise. I called the service department right away and took the car in yesterday, the right rear caliper is defective and the break pad is worn down to a 1,all other tires and breaks are in perfect condition, they told me it would be almost $900 to repair. I should not be responsible for this repair, there is no way that this is a new issue. Sounds to me that the service department did not look over the car before I left the lot.

  

  Business Response

  Date: 03/06/2025

  Dear Ms. ******,Thank you for taking the time to speak with our General Manager, *** *** ****. We truly appreciate the opportunity to address your concerns directly.As discussed, we understand the frustration this situation has caused, and we want to make it right. We will be reimbursing you for the amount spent on replacing the brakes and calipers. If you have any further questions or concerns, please don’t hesitate to reach out. We appreciate your business and the opportunity to resolve this matter to your satisfaction.Best regards,********* **** Executive AssistantCMA's Valley Honda

  Customer Answer

  Date: 03/06/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ******* ******

• Initial Complaint

  Date:12/10/2024

  Type:Customer Service 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 to browse in the lot at CMA Valley Honda after a field trip with my step son and with the 100% knowledge that I was NOT purchasing a vehicle that day due to me in the works of purchasing a home. I expressed that I did not want to buy a car due to negative equity and that I did not want another inquiry at this time on my credit report as it would harm my path of purchasing a home. I was met by a salesman named *******, after speaking with him he informed me they could take my information and put it into a "calculator" to get numbers on a trade in and a new purchase and promised that it would not be an inquiry as it would not be submitted to banks. I expressed multiple times that I really did not want an inquiry as to which him and his supervisor I believe his name was ***, also promised that it would not run my credit and that it would not show up on my report. They both verbally said that I would have to sign a form to consent to the credit check as to which I did not. They took my information and not even a minute later I received the hard inquiry notification on all of my credit tracking apps. I asked them the following day to please mark it to the credit bureau as a mistake since I did not consent to which they declined my request. I am extremely upset as I believe this should have a consequence because how many other people does this happen to? I am requesting they remove this inquiry off of my credit report as I never consented to having them run my credit.

  

  Business Response

  Date: 12/18/2024

  Dear *****,Thank you for sharing your concerns with us. I sincerely apologize for any miscommunication you experienced.Please note that by signing a credit application, you authorize CMA’s Valley Honda to perform a credit inquiry. However, I have addressed your feedback with our Sales Department to ensure clearer and more effective communication with our customers moving forward. Providing transparent and concise communication is our top priority.Regarding your mortgage application, a single credit inquiry typically has a minimal impact on your credit score. Mortgage lenders usually focus on your overall credit history, income, debt-to-income ratio, and financial stability when evaluating your application.We wish you the very best in your future endeavors and success in the mortgage process. Please feel free to reach out if you have any further questions or concerns.Sincerely, CMA's Valley Honda Management

• Initial Complaint

  Date:10/31/2024

  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.

  To Whom It May Concern, I am writing to formally file a complaint against CMA Honda, located in Staunton, VA 24401, regarding my recent vehicle purchase, which has resulted in significant issues and lack of support from the dealership. On August 23, 2024 I purchased a Cadillac XT4 for approximately $30,000. Within just one month of the purchase, the oil light illuminated, indicating that an oil change was necessary. I contacted the dealership immediately for assistance, only to be informed that they would need to review the services performed prior to the sale. Since that initial contact, I have waited over three weeks without receiving any follow-up communication from the dealership. During this time, I have also discovered what appears to be an oil leak, raising further concerns about the vehicle's condition. In my subsequent attempts to resolve this matter, I was instructed to contact the sales representative who sold me the car and advised to visit another dealership for repairs. This is particularly frustrating, as my extended warranty clearly states that all maintenance and repairs should be handled by the dealership from which I purchased the vehicle. Despite making two phone calls and waiting for weeks, I still do not have a resolution. The car is now only two months old, and I am deeply dissatisfied with the service I have received. I request your assistance in addressing this matter and ensuring that CMA Valley Honda takes responsibility for the issues with my vehicle. Thank you for your attention to this urgent concern. Sincerely, **** **** ************ **** ******** **** ******

  

  Business Response

  Date: 10/31/2024

  Thank you for bringing your concerns to our attention, and we sincerely apologize for any miscommunication on our end. We’ve reviewed your situation in depth and understand the frustration this experience has caused. Our team will reach out to you shortly to schedule a review of your Cadillac XT4. Should the repairs require processing through a GM service department, we’ll facilitate those arrangements to ensure a smooth resolution for you.Once again, we apologize for the delay and are committed to making this right for you. Thank you for your patience, and please don’t hesitate to reach out with any additional questions.Best regards,********* ****Executive AssistantCMA's Valley Honda

• Initial Complaint

  Date:02/23/2024

  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 leased a new Honda CR-V vehicle at CMA valley honda in june of 2023, upon reviewing the vehicle there were scratches all over the dashboard screen, within 2 weeks of having this awful defective poorly built honda cr-v new vehicle, the brakes started squeaking intermittently, I noticed on the hatchback was built at an angle, so it doesn't shut correctly at times,there's a hole in the floor board on the driver side, as i keep noticed and witnessing computer glitches and problems, such at the vehicle telling me to brake when no one is around, at one point the vehicle pulled me onto on coming traffic, there are lots of technical and manufacturing problems with this awful defective vehicle, for the last 9 months I've reached out to American motors and CMA valley hondas owner, as well as the GM *** **. ****, to return this disgusting awfully made vehicle, and they continue to lie to me, ignore me, ghost me, and not accommodate me whatsoever in returning this vehicle and getting one that doesn't have problems as a brand new vehicle, I continue to reach out to American Motors, and they won't help other than documenting this, so this compliant is not only for CMA valley honda, but also with American motors, Everyone at CMV valley honda dealership have been completely unprofessional and lied to me day one, no one will return my messages and accommodate me at all, btw i've been a customer for 10yrs, so these companies require further investigation of there operations and conduct, the GM *** continues to lie to me, be completely unprofessional and continues to ignore and ghost me, I'm not asking for much just to replace this awful vehicle with another one that is not problematic with no additional monies from me, I'm requesting that both companies be reported for such awful conduct and have a full investigation, ultimately CMA Valley Honda should terminate there GM *** **. **** and the owner should be sued and this dealership be shut down immediately

  

  Business Response

  Date: 03/04/2024

  We hope this message finds you well. We are writing in response to the Better Business Bureau complaint you filed regarding your experience with your leased Honda CR-V from CMA Valley Honda.First and foremost, we sincerely apologize for the inconvenience and frustration you have experienced with your vehicle. Your satisfaction is of utmost importance to us, and we take your concerns very seriously.Upon receiving your complaint, we reached out to you to address the mechanical concerns with your vehicle. We have arranged for your vehicle to be inspected by our technicians to identify and rectify any issues found. Additionally, we have provided you with a loaner vehicle to use while your CR-V is being serviced.We understand your dissatisfaction with the defects you have encountered and assure you that we are committed to resolving these issues promptly. Our goal is to ensure that you have a positive and enjoyable experience with your vehicle.Please rest assured that we are actively working to address your concerns and provide you with a resolution. We appreciate your patience and understanding as we work through this process.If you have any further questions or concerns, please do not hesitate to contact us directly.Sincerely,********* ****Executive Assistant###-###-####

  Customer Answer

  Date: 03/08/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  After today's reviewing of their offer, For your reference, is today's response from that below: I will not be satisfied until I hear from the dealership, which will provide me a final resolution that completely satisfies me, And that resolution is with a New, non defective vehicle that isn't badly poorly improperly manufactured, without any additional monies from me and without my monthly lease payment increasing at all. From everything I've experienced from this dealership as well as the manufacturer for the last 10 months is beyond reprehensible, unprofessional conduct and behavior, among other things Regards, ******* ********* 

  

  Business Response

  Date: 04/03/2024

  We addressed all of his concerns when he brought the vehicle in.  We provided a loner vehicle so he was not inconvenienced while we had the vehicle.There is no hole in the floor of this vehicle, it is a Honda design with a little dip.  We replaced the display screen with scratches.  The hatchback trim was popped of place and has been corrected.   The brakes on Hondas are softer and squeaking is common but there are no issues with the functionality of the brakes.The Honda eye sight, telling the driver to brake, we could not duplicate his concern.   We lined up the headlights per state inspection requirements.The passenger side window is the one the brick was thrown through and was replaced at an auto body shop.  Any issue with that window needs to be taken back to that shop.He does get 4 free oil changed but per Honda the oil life left has to be 20% or lower.   He could have taken to another Honda dealership when the oil life met Honda requirements for a free oil change but he chose to take elsewhere.Because of his disrespectful and unprofessional attitude we will not longer provide him with any service.

• Initial Complaint

  Date:07/25/2023

  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.

  My husband and I purchased a 2023 Nissan Rogue Friday 07/21/2023. We traded in our 2022 Nissan Maxiam. On the evening of 07/22/2023, we noticed scratches on the hood, on the roof and along the doors, clear coat coming off driver side rim, and when starting the car, it occasionally said back passenger side door ajar even through it wasn't. We called Sunday 07/23/2023 and explained the problems we were having and made an appointment to come back to the dealership 07/25/2023. After arriving the only thing they were planning on doing was just rewashing and waxing the vehicle which would not remove all the scratches and they told us they never heard of the door issue and weren't planning on looking into that and they weren't going to fix the rim. We were told we had 7 days to return the vehicle if we were not happy with it, after they told us they weren't going to fix the issues we requested to return, they told us we couldn't and the car we traded in that they were supposed to hold during that time period was already sold. They wouldn't exchange it for the same vehicle the price that didn't have the issues we were having and basically said we were stuck with a vehicle we were not happy with scratches, clear coat coming off the rim and some sort of computer issue with the back passenger door.

  

  Business Response

  Date: 07/31/2023

  We sincerely apologize for the inconvenience you experienced with your recent purchase of the 2023 Nissan Rogue. It is our commitment to ensure that every customer has a positive experience with us, and we deeply regret that we fell short in this instance.First and foremost, we want to express our willingness to resolve the cosmetic blemishes on your vehicle. We understand your frustration with the scratches on the hood, roof, and doors, as well as the clear coat issue on the driver-side rim. Our offer to address these concerns still stands, and we encourage you to get in touch with ***** *******, our General Sales Manager, to schedule a meeting at your earliest convenience.Furthermore, we apologize for any miscommunication during your previous visit to the dealership. We regret that you were under the impression that we were unwilling to look into the back passenger-side door issue. Rest assured, we are committed to investigating and rectifying this problem as well.We are truly sorry for the inconvenience and dissatisfaction you have faced, and we want to assure you that we are taking this matter seriously. Please give us the opportunity to make things right, and we hope to regain your trust and confidence in our dealership.Once again, we apologize for any distress caused, and we look forward to resolving these issues promptly and to your satisfaction...

• Initial Complaint

  Date:01/04/2023

  Type:Customer Service 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 bought a new 2019 Volkswagen Jetta in August of 2019 at CMA valley Volkswagen after only driving in around two - three weeks the check engine light came on I took it back into the dealer ship an was given a rental while the repairs were to be made, they would not call me back and never called to give me update after 35 days I filed a claim and was awarded a new car under the lemon law, I got a new 2019 VW Jetta in January of 2020 when I went in to get the new car there was a lot of confusion with what need to be done to get everything settled but i signed what I thought I need and went on with my car, everything was going smoothly until I went to buy tags for it this year and was told that the VIN to the new car was not in the system so I was unable to buy the tags I was told by my local DMV that the system was updated and showed that the old car had been sold so the car that I have been driving for the last three years was never mine, I contacted ** ** ******* and after a week or so the info that I should need to get this figured out was sent to the local CMA dealership and all I needed to do was come and sign the paperwork and i would be good to go, I was contacted by the general manger I believe **** ****** and I told him i would be in on Friday, December 30th at 4:30 he said he would have everything ready when I got to the dealership I was told that he had just stepped around the corner when he did come back he said what can I do for you I told him who I was and what I was there for, he walked in the office with another employee and i heard them in there on the phone talking to someone about what they needed to do the other guy came out and ask for the current mileage and went back into the office he came out with a new bill of sale and another paper and ask me to sign it and said he would go to DMV and get this figured out for me, I've called Mr. ****** with no response and I haven't heard from the other gentleman, this has been a nightmare since the start

  

  Business Response

  Date: 01/09/2023

  We are sorry that you are going through this at this time. We are doing everything on our end to get this corrected. We ran into a problem because we have to register this vehicle as a new car. However, the DMV system will not allow a 54,000-mile vehicle to be registered as new. We cannot register this vehicle as a used vehicle because a title has not been made yet. We just received the MCO from VWOA. We have an appointment at 8 am Monday morning at the DMV to try and get this figured out. We appreciate your patience. We have been in constant contact with VWOA to resolve the situation.

  Customer Answer

  Date: 01/19/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I'm not happy with the time that it took them to resolve this issue there was no update as to what was going on, when I left the dealership on Friday evening I was told I would get a call with an update on Monday, I do understand Monday was a holiday but they didn't call me back at any point to let me know what was going on, ***** just shows up with new tags

• Initial Complaint

  Date:06/18/2022

  Type:Customer Service 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.

  In 2018, I leased a Honda Accord from CMA Valley Honda and in December, 2020, I traded the car for a new 2021 Honda Accord. As part of the transaction, I transferred the license plate from the 2018 to the 2021 vehicle. The dealership failed to notify Honda Financial Services (HFS) of the transaction and in November 2021, HFS charged me for the 2021 Personal Property Taxes on both the 2018 Honda and the 2021 Honda. I paid the 2021 Taxes on the new 2021 vehicle and called HFS to inform them that the 2018 vehicle had been returned to CMA Valley Honda. They acknowledged that their records showed that the vehicle had been returned in 2020 but refused to reverse the charges for the 2021 taxes and threatened (repeatedly) with reporting me to the credit agencies. Finding no from HFS, I have made multiple phone calls (more than a dozen) and sent letters to CMA Valley Honda. Two weeks ago HFS reported me DELINQUENT on the 2021 taxes for the 2018 Honda, which subsequently dropped my credit score by more than 80 points. My recent emails asking for help to Managing Partner, ***** ******* and letters/voice mails to General Manager, *** St. Ours have gone unanswered. I simply want HFS to REMOVE the 2018 from my profile and issue a correction to the credit agencies but I am finding no help from the dealership or from HFS.

  

  Business Response

  Date: 06/21/2022

   am so sorry you are dealing with this ongoing issue. We have been working with Honda and with the State and County records through DMV to have this vehicle removed. Every effort we have made has got us on step closer to resolution however we can only move as fast as the DMV will allow us. We have sent every form and all documentation we have to clear this Lease vehicle of your name and we will continue to work on this until we can get it resolved. 

  Customer Answer

  Date: 06/22/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Hello - I appreciate the response and the effort.  I will consider this issue to be resolved when I am cleared from the Lease on this vehicle and most importantly, when the negative report to my credit file has been removed and my FICO score has been restored. Regards, ******** *********

  

  Business Response

  Date: 07/06/2022

  ******** ********* had a Honda Accord lease that he turned in December 9 2020. At that point CMA's Valley Honda turned in everything the ******* County DMV would require to have the vehicle removed from his name/ownership of the Accord.... This is where the issue started, the DMV either misplaced or mishandled the documentation we sent over because it was never processed. As a result the vehicle appeared to still be owned by ******** after the New Year which means he will have to pay the personal property tax on the vehicle. Since this Accord is a lease the bill was sent to Honda and American Honda paid the taxes and then sent a bill to ******** to pay them back. ******** refused to pay the bill because he did not own the Accord on January 1 2021. After enough time went by American Honda put a credit marker on ********* credit bureau because he was so far past due on paying the taxes. At this point ******** filed a BBB claim and I was notified of the issue. I called and offered to pay the $513 worth of taxes for him, and he refused to accept because he did not want the County to assume they were right. I contacted American Honda and got all the documentation they required to have the credit marker removed and they said it would be taken care of, this was on June 24 2022. Honda did let me know that it will take up to and likely more than 30 days from the day they pushed to have it removed. At this point the only thing we can do is wait for American Honda to have the marker removed. We are obviously upset on ********* behalf, but the issues and concerns he has is with ******* County DMV and with American Honda. CMA's Valley Honda is the middle man in this situation and we are only trying to do anything and everything we can to help him resolve this issue. *** *** ****