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:11/13/2023

  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.

  8/8/23-Purchased a used vehicle from dealership 8/9/23-Provided proof of car insurance to ********************* 8/15/23-emailed DE Vehicle Inspection Report & Title Application to ******* ****** 9/5/23-emailed ** ****** about temp tags running out-no response 9/6/23-called dealership, they sent another 30-day temp tag. Claimed paperwork was sent to DE, just waiting on them to process, 10/1/23-Called because temp tag running out again, will send new one, they did not 10/4/23-Called again, my name was not on 'problem list' will send temp tag, they did send this time 10/30/23-Temp tag running out again, claim they are still waiting on Delaware, will send another tag, they did not 10/31/23-Rec'd call from ******** ********* that I need to send Inspection Report and Ins card (already sent to ******* ****** on 8/9 & 8/15) 11/1/23-Emailed documents to ******** that I have already sent. 11/2/23-Follow up email to ******** to make sure she had everything and received my email, no response 11/3/23-Called ********. She looked through her email and found mine said she would send over to tag & title dept 11/4/23-Rec'd text message from ***** (salesman) that they could not send another temp tag (current one expired 11/5/23) that I need to go to DMV to get it & they would reimburse me. I replied that I was not going to get it I paid them $999 in Dealer Document Fees plus to handle this. 11/6/23 Rec'd a call from *****, said they weren't able to obtain another temp tag & they were expediting my paperwork (that was claimed to have been done months ago) and that I would have my tags by 11/10/23. Today is 11/13/23 and I am riding on expired temporary tags & no idea when I will get legal tags. There has been a consistent lack of communication and I paid them to produce tags that they have not. 

  Business Response

  Date: 11/22/2023

  Good Morning,

  I understand the consumer's frustration.  Tag was done and was mailed to her on November 15th.  She received the tag on November 16th.  Thank you. 

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

• Initial Complaint

  Date:10/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ourisman Honda of Tysons Corner sold my vehicle (October 2023 1st week), that I co-owned, without my signature. initially they called me and asked me to sign the docs where I refused to sign as I was not in agreement with their terms. a week later they sold the vehicle and removed me from the title.Model HONDA **** ** Year2022 Serial Number / ******************** Date of transaction 10/9/2023

  Business Response

  Date: 10/27/2023

  Hello,

  This customer signed all the documents to trade the vehicle with his wife.  Attached are the documents.  Thank you.

  *********

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased my new vehicle I purchased what I was told was a Honda care plan for maintenance. The plan instead is with a third party company. The practice was deceptive and essentially a bait and switch.

  Business Response

  Date: 08/10/2023

  Good Morning,

  We tried contacting ******************** when we received this complaint.  We had no success getting in contact with her but left her a VM and sent her a text to return our call.  Attached is the form she signed.  It states it's a ******** warranty.

  We can cancel any warranty she decides she does not want and warranty company will pay her prorated amount that is due to her from the cancellation date.  Thank you.

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

  Customer Answer

  Date: 08/10/2023

  [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. 
  

  Interestingly, I received your email with the company response stating they had tried to reach me for resolution four hours prior to a voice mail from the dealership. Before that time, the only contact I had with the dealership was them reaching out with ads or maintenance reminders to have my car serviced. On the first occasion I called the dealership to discuss the warranty, I was told it was Hondacare. When my new Honda dealer reconfirmed I was not in the Hondacare system, I called Ourisman again and was then told about the ******** contract that would be honored at Ourisman but work at any other dealer or car service company required coordination with ********.
  

  Yes, I signed a ******** contract. After I thought I was verifying it was Hondacare. I asked if the contract would be honored at any Honda dealer  and was told yes. I explained that I was moving and again was told that the Honda dealerships in my new location would honor the contract. 
  

  I thought it important that the company be notified of the less than professional representation of the contract and services during the sales process was brought to their attention.  

  I will work with warranty company and dealership to resolve any future issues.

  Regards,

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

• Initial Complaint

  Date:07/24/2023

  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.

  (1) Repair Services:Power Tailgate Closes On Itself (Won't Stay Open)When we brought our vehicle in at 7:30am last Saturday, we were told that you guys would need to order a replacement part that in the control board in order to fix this issue. Do you guys have that replacement part for the control board yet? We were also asked to provide a video recording of the problem since you guys couldn't recreate the problem. Here is a video clip that shows the door closing on its own 3 times straight -- you'll notice that it closes on its own even when my foot is nowhere near the lift-gate:: *************************************** (2) Recall Services:2018-23 MOST FAKRA SERVICE CABLES SAFETY RECALL 3-***:***** We were told this morning that this can't be addressed on Saturdays. We were told that this would take you guys 2 days during the week. When we drop off this car on Tuesday, we'd like to request that both the Recall issue and the Power Tailgate issue be fixed.

  Business Response

  Date: 07/31/2023

  Hello,

  We have fixed ***********'s car.  He picked up his car on July 27th.  Attached is the repair order that he signed.  

  Thank you 

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

• Initial Complaint

  Date:07/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The original date of sale is 03/13/2023. I had purchased a 2017 ********** ****** from Sales Associate, ***********************. Which at the time was financed by *********** Bank. Since then I had refinanced my car with *********** ******* ********************* The day I refinanced on 04/27/2023, I had spoken to Business Manager ***********************. I have a copy of the original form filled out by the dealership. Fast forwarding to 06/27/2023, according to other associates, ******************* the form was never submitted. And my bank is still waiting for the return as of 07/06/2023. I had attempted to reach the General Manager already for two weeks prior and had spoken to *********************** but I am assuming the message was not passed on since I had not received a call back. Since then I have requested all warranties to be cancelled including the ******** as well as the ***** ******. I was told at the time of purchase that the ***** ****** warranty is a product that was already applied to the car where I had to purchase it. However, when reading the document this is an ongoing service and says is not a requirement of purchase. I have no intention in redeeming this warranty. However I would like to cancel all warranties associated with this dealership. Of course I understand I will not be returned the full amount however I would like to be returned a pro-rated amount.

  Business Response

  Date: 07/17/2023

  Good Morning,

  We have cancelled all the warranties and have sent the client the proof it has been cancelled.  The ***** ****** warranty in a non cancelable warranty. I am trying to work with the company to see what we can do for the client.

  Thank you. 

  *********

  Customer Answer

  Date: 07/31/2023

  I had submitted this prior to a trip I have just returned from. They continue to refuse to return and cancel the smart shield warranty. And now for documentation purposes they do not wish to further communicate via email.

  Business Response

  Date: 09/04/2023

  Hello,

  We have mailed the check as she requested.  She sent us a text stating she did not receive the check.. We stopped payment on that check and this time we *** ** the check and sent her the tracking number. 

  Tracking number is **** **** ****.   Thank you. 

  ********* *** 

• Initial Complaint

  Date:02/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 ****** ****** on December 29, 2022 with only 51233 miles. I have driven the car about 1400 miles and made one payment. The car has to be taken to a shop already (on February 9th) once due to the car not starting due to the push-start not being recognized. Also, the transmission may be starting to slip. It is now February 24, 2023) and it is having the same problem of not starting. Leaving me with no transportation. I bought the car thinking the dealership was acting in good faith and would not sell a car that had issues. I have emailed and called the dealership twice to date and have not received a call back or an email back. 

  Business Response

  Date: 03/06/2023

  We sold the car as is at the time and gave the option to the customer to have an extented warranty for any future uncertain repairs. Customer declined for all the options. It passed VA inspection. 

• Initial Complaint

  Date:02/04/2023

  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.

  On 12/3/2022, I sold my Honda Civic to Ourisman Honda of Tyson's Corner. For the next few weeks after my sale, I followed up at least 10 times calling them to refund me the ******** warranty/insurance premium since there was about a year left in my contract, owing me a refund of about $324 (per ********). However, the dealership has never got back to me regarding this issue for almost two months now. Per ********'s confirmation email, they should have got the refund back around Jan 10th, but still no contact. I also followed up via their email portal on 12/28/22 and ************* responded that ***** will get back to me, but she has never reached back out to me or given me call back. Whenever I call them, the front desk immediately transfers me to the "finance" team who's never in their seat and the call keeps getting transferred to a voicemail. Even if I leave a voicemail, I never get a call back from them. I would like this to be addressed with a written response from the team along with a refund.

  Business Response

  Date: 02/14/2023

  I apologize for the inconvenience.  **** **** warranty was sold by previous company name ***** **********.  We do not sell **** **** warranty here  for us to cancel.   You will need to contact *** of Farifax, they are one of ***** stores.    Thank you. 

• Initial Complaint

  Date:11/11/2022

  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.

  I leased a Honda ***** from Ourisman Honda of Tysons Corner on September 29, 2019. As the 3-year lease period was about to expire, I opted to purchase it. I paid each monthly payment on time and my mileage was well below the leasing limit. According to the lease agreement I signed, I have an option to purchase the Vehicle at the end of the Lease Term for $13,098.60 plus any required taxes and fees. I figured there might be an extra few hundred dollars to cover registration and license plates and other minor items. However, I was shocked to learn that instead of $13,098.60, my cost would be $15,633, an increase of over $2500. I discussed this at length with the sales staff on Tuesday, September 27, 2022, and went in with my dad for further discussions the next day. I ended up paying the entire amount, since I had no choice if I wanted the car. However, I felt I was badly misled by the initial contract and have been taken advantage of with substantial totally unexpected charges. Subsequently, I sent a certified letter to the President of Ourisman that was delivered on October 4. I reviewed the experience including copies of the original lease agreement and the final purchase contract. The final contract included a "Dealer fee" of $1000 and a processing fee of $899, along with the mandatory licensing and taxes of several hundred dollars. I requested reimbursement of the $1,000 dealer fee and half of the processing fee - I had already paid a processing fee at the time I leased the car. It has now been over a month and I have heard nothing back. The remainder of my experience with the dealership was fine, but these sudden added substantial charges are outrageous. I would like a refund of the unexpected charges as noted above.