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:07/06/2024

  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.

  - Dropped my 2006 Honda Pilot off Sunday night June 30, 2004 - Hall Honda contacted me July 1, 2024 about ordering part for driver rear passenger window - I requested two new programmed keys, oil change and brake pedal pad - Hall Honda sent me a printout of the vehicle inspection check list and noted to watch for **** wear in the future everything else was OK - Seeing the check list, I requested a state inspection as well - I was informed the car would be ready Wednesday, July 3,2024 - I call on Wednesday, July 3, 2024 to see if the car was ready (****) said yes; I asked if the state inspection was done...he checked and said no - Hall Honda service dept. was closed July 4, 2024 July 5, 2024 - Hall Honda calls and tell me the car is ready but it failed the state inspection due to the same two tires marked as good a day before, oil leak (I park in a drive way and there is no oil stains) seat belts (WHAT) - When I arrive to pick up my car, there was only one key made not two as requested I sat in the waiting room for over 30 minutes waiting for the new key...it was already done but nobody told me it was ready until I got tired of waiting and asked about the key I never expected to be lied too by professionals so many times in such a short period of time I contacted the General Manager 2 times and left messages (no reply) left a message with (****) for the service manager to call me (no reply) called the corporate office left a message (no reply) I honestly would expect a shady garage to try to rip me off but not a major dealer. The technician needs too explain how two **** go from future attention to failing inspection overnight. I went straight to a repair center and there is nothing wrong with the seat belts. Mr. **** will check the oil leak concern this weekend. Not such shocked by the cost of service but there no excuse for the lies and no return calls. I have bought two cars from Hall Honda but can best believe I will not be going back there. (F-)

  Business Response

  Date: 07/11/2024

  Thank you for reaching out to us; we apologize if you feel that you've had a less than positive experience at our dealership. We understand your frustrations and apologize for any confusion. We performed a multi-point inspection while addressing your window concern and key replacement. You approved repairs, in which you then requested a state inspection for your vehicle as well. Upon completion of the state inspection we found that there was a power steering leak and a faulty seatbelt. Unfortunately we cannot pass the vehicle's state inspection until both items are repaired which you declined. I understand that you spoke to our Sales Manager after service hours. At that time he explained explained the difference between a courtesy multi-point Inspection and a Virginia state Inspection. I have attempted to reach you to further review the situation, but have been unsuccessful.  I would like the opportunity to speak with you further, please contact me directly at ************.

  ***** **, Service Manager
  Hall Honda Virginia Beach 

   

  
  

• Initial Complaint

  Date:02/05/2024

  Type:Customer Service 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.

  A few months ago, we encountered radio issues in our car, eventually traced back to a scratch on the back side window. Hall Honda replaced the window which was still under warranty. Shortly after, we discovered water accumulating in the cup holder. Upon inspection, Honda informed us that the window was incorrectly installed, allowing rain to seep in. Despite frustration, we agreed to a reinstall. Living 30 minutes from the dealership, we scheduled an appointment for Thursday, December 28th. **** assured us the car would be ready that day. However, when we called in the afternoon, we were informed that the window installer had not shown up, delaying the completion until Tuesday. This inconvenience left us without our car over the New Year's weekend. Upon picking up the car on Tuesday, we were shocked by the subpar job. The replacement window had a different color and design, mismatching the rest of the car. Additionally, there was unsightly black residue on the window outline, and black marks on the ceiling suggested unprofessional handling. Despite expressing our concerns to ****, we were surprised that he hadn't inspected the work before returning the car. **** acknowledged the issues and promised to send a new technician to our house the following week for a replacement. However, a week passed with no communication. Upon reaching ****, he mentioned looking into the matter, but over a month has passed with no resolution. Despite their claims of attempting to reach us, we have received no missed calls, and our calls go unanswered. We have called and emailed numerous times and have gotten nowhere.

  Business Response

  Date: 02/23/2024

  Thank you for reaching out to us with your concerns. Thank you for coming back in and taking the time to work with us. I’m glad that were able to come to a resolution and get your vehicle concerns taken care of. If we may be of any assistance in the future, please do not hesitate to contact me directly at 757-431-4300.

  ***** **, Service Manager
  Hall Honda Virginia Beach

  Customer Answer

  Date: 02/23/2024

  
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/01/2023

  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 was lied into a vehicle. The 7 day exchange they did not honor. I was ignored then was told by the salesman that he was out sick. They sold a 2017 CrV with over 60k miles for 2**. That is $** more than ***** ** value. They had me come in 2 separate days as if they had everything ready and aligned and for 2 days I was there more than 5 hours. I was advised to come at 9am and they didn’t show up until 930am. Being they didn’t honor the 7 day I am stuck with an overpriced vehicle that has damaged my credit. They knew what I wanted and it looking for and made it seem like I couldn’t do anything else. The finance manager kept telling me not to go to other places as it would hurt what he could do for me and what he did for me was make things worse. I found out when running my credit I was allowed other to do the same without damaging my credit. I was lied too, I was taken advantage of. I was deceived. For 2** I should have a brand new vehicle. I didn’t want racks on the car I was looking for and was told all suvs have racks yet the vehicle they sold me doesn’t. My salesman kept falling asleep during the time I was there. They kept getting upset that each vehicle they tried to show I was not happy with when I tried to leave he would come up with something else. They scammed me. The bank then added it to my credit without proper verification of employment.

  Business Response

  Date: 07/27/2023

  Thank you for your feedback; we are sorry to hear you feel your experience was not a positive one. You stated that you wanted to do a 7-day exchange. We offered that to you, but you never came back in to process that request. The Salesperson also spoke you regarding the exchange, but was told you didn't want to exchange the vehicle.  If we may be of further assistance, please reach out to **** ****, General Manager. Thank you

  Customer Answer

  Date: 09/06/2023

  I reached out because they lied like I stated in complaint that they had everything taken care of for me. Not once did I ever say I will keep the vehicle. I had no choice being they did not honor the 7 day exchange. 

  Business Response

  Date: 10/13/2023

  We have reviewed the rebuttal and our position remains the same.

  Thank you