ComplaintsforWest Hills Honda

• Initial Complaint

  07/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from west hills Honda for $13000. The financing representative said that I had to purchase a service contract for the vehicle or they would not sell me the car for the price we agreed on. I purchased the service contract free cars protection plus for an additional $3000. The service contract will not honor any claims and I believe that west hills Honda did not sell me the service contract in good faith. I know they get some sort of compensation for signing people up for these contracts.

  Business response

  07/19/2024

  Complaint # ********
  
  Attn:
  
  ******************, Resolutions Coordinator, BBB
  
  Thank you for your email dated 7/17/2204. 
  
  We would like to inform you that the complaint brought forth by *********************************** is in the process of being resolved.  We have been in contact with **************** regarding his concerns over the service contract he purchased on 1/20/2023.  We are working with him to cancel and refund that contract. 
  
  As a business serving the community for over 50 years, West Hills Honda takes matters like these very seriously, especially in the finance portion of a vehicle sale, and works diligently to resolve them in a swift and equitable manner.
  
  It is our opinion that *********** will be completely satisfied with the resolution and that this matter should be closed.
  
  Thank you,
  
  
  ***********************
  General Manager
  West Hills Honda

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This dealership sold us a faulty vehicle in 2023. We purchased the vehicle and warranty package at our expense. We have brought to their attention the transmission is dialing over 3 times now with failure to fix the issue and or even look at the vehicle for that issue. All is documented. Failure to have calls back on our account with them and or give us a copy of our contract. This company has placed my wife in a vehicle that stalls, will not accelerate, the vehicle is frying the battery which has been replaced as of a month ago. Multiple coolant issues and the oil is now leaking into the vehicles coolant area. They sold us a lemon vehicle and will not take responsibility for it at all. What I want is a vehicle that is safe, I would like to keep from entering this into court with them but they fail to respond or help with the issue to get my wife into a new car after they sold us a lemon vehicle.

  Business response

  09/19/2023

  Complaint # ********
  
  Attn:
  
  ******************, Resolutions Coordinator, BBB
  
  Thank you for your email dated 9/16/2203.  We would like to inform you that the complaint brought forth by ***************************** is in the process of being resolved.  The vehicle, which was purchased 10/8/22,has been in our service department one time on 8/2 when a repair was made to the oil pressure sensor.  In speaking with Danylle, she is currently having concerns with transmission shifting and overheating.  We have scheduled, at her convenience, an appointment on 9/30 to address these issues.   
  
  As a business serving the community for over 50 years, West Hills Honda takes matters like these very seriously and works diligently to resolve them in a swift and equitable manner.
  
  It is our opinion that Danylle will be completely satisfied with the resolution and that this matter should be closed.
  
  Thank you,
  
  
  ***********************
  General Manager
  West Hills Honda

  Customer response

  09/20/2023

   
  Complaint: 20612762
  
  I am rejecting this response because: The business stated in the above statement our vehicle was at West Hills Honda 1 time since we purchased the vehicle. That statement is incorrect, our vehicle was taken back to the dealership 3 times which 2 of we were told by the service department that our vehicle was not presenting the issues we had stated. Said issues in my original email were happening at that time and West Hills Honda personnel failed to document that we had took in the vehicle originally due to the vehicle shifting hard and lagging. We were told its a 9 speed transmission and to go on our way and the vehicle would be fine, the failed to check/touch the vehicle. The 2nd time the vehicle check engine light came on and we took it in. The light was cleared by the service supervisor and we were told what the code was, which he stated was the oil sensor light. We were given no proof of what the code pulled up on the screening for the check engine, and no documentation was done on West Hills Hondas behalf. The 3rd time we took the vehicle to west hills Honda the vehicle had stalled and went into limp mode with the service transmission light on. I do believe the lack of a quick fix to the issues that have been on going has caused more damage to the vehicle then just our transmission issue. I have attached photos believe as proof of what is happening. We can visibly see burn engine oil inside the engine reservoir and inside the coolant system the coolant is not the original color. We have had contact with the dealership to arrange them to take the vehicle in after submitting a complaint to the BBB for another inspection on September 30th @10:00am. I would like this email to remain open until we receive full service and cooperation from West Hills Honda on September 30th 2023. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 7th I purchased a car. I gave West Hills Honda ******** down on the vehicle. I understand the upsell on products. I was addiment about not putting the extended warranty on the vehicle as it was a lot a little over ******* that adds onto the price of the car. Since then I have gone over the paperwork and I even called and was unsuccessful in reaching someone. I also have gone in several times to get this resolved as it should not have been on the paperwork at all. I signed a paper and the finance ********** got the odometer reading out of my car that same day to fax the form that cancels the amount of the extended warranty off the pay off amount of the car. a week later I look to see if the amount changed and it has not. It is still the full amount of the car so I email ****** in finance and he sent me a reply stating he needs my approval to send a form to the bank in which I thought we took care of that when I signed the form and he got the odometer reading. We are now on Sept. 9th and the amount is still the same I should not have had a car loan approved for *********. I wrote a check to the dealership for *****. With GAP insurance and oil changes I understand that they would have taken some money for that but my loan amount should be around ****** or just a little more. If they are not willing to fix this they need to cut me a check for the residual amount for the extended warranty so that I may put it toward the car that it should have been originally.

  Business response

  09/12/2023

  Complaint # ********
  
  Attn:
  
  Accredited Business Resolutions Team
  
  Thank you for your email dated 9/10/2023.  We would like to inform you that the complaint brought forth by *********************** has been resolved.  West Hills Honda has cancelled the *************** Contract per ************************* request and the refund to the lienholder is in process.  We have already refunded the associated sales tax on the *** contract to the lender and are waiting for the issuing company to complete their cancellation which will also be sent to the lienholder.  The effective date of cancelation was 8/31. 
  
  As a business serving the community for over 70 years, West Hills Honda takes matters like these very seriously and works diligently to resolve them in a swift and equitable manner.
  
  It is our opinion that ***** is completely satisfied with this resolution and that this matter should be closed.
  
  Thank you,
  
  
  ***********************
  General Manager
  West Hills Honda
  

• Initial Complaint

  05/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  It was a sad and shameful day when I visited West Hills Honda to buy an advertised ****** Outback on May 1, 2023. I needed to replace my 2006 ****** Highlander Hybrid, which had been wrecked in a collision with a truck going the wrong way on Rt. 16. I had searched the internet for deals and found a 2021 ****** Outback for about $21,000. I contacted the internet salesperson, found it was still available, and made an appointment to come in to look at it.I fell in love with that car. I drove it and said Ill buy it. I even took a photo of it with the floor manager, a fellow AF Retiree, who helped close the deal. I showed him the price quoted me at $21,000. We wrote up a contract that would allow me to drive it home, and then come back to pay it off in cash. Not so fast, said another manager the deal was being run through. There was a mistake. The price of this car should be $33,560! I discussed it with him and said the price I was quoted was $21,000. To bait and switch on me was unethical and based on false advertising.At every management level they refused to give it to me as advertised. They were unethical, unprincipled, and disreputable! We walked away.

  Business response

  05/03/2023

  Accredited Business Resolutions Team
  Re: *********************
  
  Thank you for your email dated 5/1/2023. 
  On 4/30 ****************** contacted our internet department about our 2021 ****** Outback.  The listed sale price of that vehicle was $33560, and that price is consistent with the price physically on the car and online through all our different advertising channels.
  Our internet rep replied to his inquiry and mistakenly sent the price of a 2015 ****** Outback.  The price sent was $20997.  ****************** quickly replied and made an appointment to come in the next day but did not question the large price discrepancy.
  When the time came to discuss the deal in detail, this mistake was discovered and both myself, and my Used Car Manager sat down to show ****************** that there was clearly a mistake made by our internet rep, but that the car was clearly $13000 more. 
  After trying to reason with him, and offering a $2000 discount, ****************** would not listen to reason and left telling us that he intended to leave bad reviews and reach out the BBB.
  It is our opinion that this is not bait and Switch and is simply a mistake that was made by an employee that any reasonable person would understand.
  As a business serving the community for over 70 years, West Hills Honda and ********* **************** takes matters like these very seriously and works diligently to resolve them in a swift and equitable manner.
  
  Thank You,
  ***********************
  General Manager
  West Hills Honda

  Customer response

  05/03/2023

   
  Complaint: 20010076
  
  I am rejecting this response because when I got the quote for the 2021 ****** Outback, I was not aware of any price of a 2015 model.  It has been along time since I've purchased a vehicle, so my understanding that a quote is a quote that should be honored is no longer true.  My bad.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We purchased a 2022 Honda Pilot from West Hills Honda on Dec. 7, 2022 for $56,899.03. Included in the price was $1,599.63 for a trailer hitch which required an adapter to relocate the hands free access power tailgate sensor. What wasn't communicated to us to at the time of purchase was the adapter is on backorder, and has been for some time, with a list of people waiting to receive them. We would be put at the bottom of the list to receive one. We were told that the adapters come in from Honda 1 or 2 at a time and we will likely not get one for our Pilot for 6-8 months and could even be a year or more. The dealer wants to install the trailer hitch without the adapter for the power tailgate sensor. This is unacceptable to us as the hands free access power tailgate was one of the features that sold us on the vehicle and we do not want to be without it for any length of time let alone 6 months to a year or more. We asked for a refund for the trailer hitch and adapter installation. After several phone calls and emails to the salesperson, sales manager, finance manager, and *********************** who manager the dealership we were told they only want to install the hitch and we lose the hands free tailgate option. The hands free option is important to us and worth more to us than having a trailer hitch on the vehicle. We do not have documentation on the backorder of the hands free adapter. They did not provide us with that. We only have a document saying "We Owe You" for a trailer hitch installation. Can you please help us to get this resolved. Due to lack of full disclosure by the salesperson (*************************) and finance manager (***********************) at the time of purchase, we want a full refund for the trailer hitch and adapter installation ($1,599.63). Had we known about the backorder on the adapter we would not have purchased the trailer hitch. Thank you for your help with this.

  Business response

  01/26/2023

  Attn:
  
  Accredited Business Resolutions Team
  
  Thank you for your email dated 1/26/2023.  We would like to inform you that the complaint brought forth by ***************************** has been resolved.  West Hills Honda has spoken to and mutually agreed to refund $1599.63 in lieu of installing his trailer hitch as some of the necessary parts are on national back order through American Honda.  our internal systems. 
  
  As a business serving the community for over 70 years, West Hills Honda takes matters like these very seriously and works diligently to resolve them in a swift and equitable manner.
  
  It is our opinion that ************************ is completely satisfied with this resolution and that this matter should be closed.
  
  Thank you,
  

  Customer response

  02/02/2023

   
  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.

  However, Honda has failed to execute this agreement; we have not seen any refund deposit in our account for a the trailer hitch as agreed.

  
  
  Sincerely,
  
  *****************************

  Customer response

  02/03/2023

  *****,
  We have not seen any money deposited in our account for the trailer hitch. It didn't take this long to process the $55K Honda Pilot purchase.
  please advise
  
  your customer
  Al
  

  
  

  Business response

  02/03/2023

  Hi Al, I know the check was cut and sent earlier this week.  Sometimes the lienholder takes a few days to credit the account.  We also made the adjustment for the sales tax. 
  
  I will follow up when I get back to work on Monday.
  
  Thank you, 
  
  *****
  

  
  

  Business response

  02/06/2023

  I just confirmed the check for $1751.59 was delivered this morning via *** to Hondas servicing center in ************ **.  The tracking number was 1Z3Y51F41390614078.

  Customer response

  02/10/2023

  
  *****,

  Thank you for your prompt attention & action to resolve this issue. The $1,751.99 has been posted to our Honda account.

  And thank you BBB for creating a sense of urgency in resolving this disagreement; it eliminated the need to involve the ** DOL or FTC. 

  
  Sincerely,
  
  *****************************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a Honda CR-V in 2018 at Heartland Honda and have had it serviced there ever since. Every time I bring it in for service I almost immediately get an email soliciting me to trade the car in. I have had numerous marketing emails and calls since I bought the car and have asked them, virtually every time, to stop sending me emails. I get assurances that they will and yet they don't. I would like the BBB to either get them to stop, or failing that, downgrade their rating accordingly.

  Business response

  01/26/2023

  Tell us why here...Attn:
  
  Accredited Business Resolutions Team
  
  Thank you for your email dated 1/25/2023.  We would like to inform you that the complaint brought forth by ******************* has been resolved.  West Hills Honda has taken the necessary steps to stop any unwanted solicitation in our internal systems. 
  
  As a business serving the community for over 70 years, West Hills Honda takes matters like these very seriously and works diligently to resolve them in a swift and equitable manner.
  
  It is our opinion that ************** will be completely satisfied with the resolution and that this matter should be closed.
  
  Thank you,

  Customer response

  01/26/2023

   
  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

  11/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We originally bought a used **** in 2016. Within 3 months we had major problems and they switched our vehicle. That was a great experience but our family grew. We switched into a 2015 *****. Since then the transmission went out. We have attempted to get multiple issues resolved that we have even recorded via video at request of the service manager with no solution! They brought us in to look at another vehicle that was being brought in “99.9%” sure we’d love it and it was the vehicle for us. We test drove it today 11.28.21 and have videos of the vehicle nearly breaking down on us on the freeway. Josh, the sales manager was so rude to us that he wouldn’t even make eye contact when we tried to tell him the problems “I’m not a service tech” he said talking to our sales guy, NOT US when we were standing right there. This dealer has been a freaking nightmare!

  Business response

  12/02/2021

  We would like to inform you that the complaint brought forth by ****** **** is being actively worked by both our sales and service departments.  Her complaint of vehicle issues have yet to be diagnosed by West Hills Honda after numerous attempts.  The symptoms she describes are sporadic and evasive of us when in our repair facility.  West Hills Honda has been in touch with ****** and has a pending appointment Monday December 6 to have her leave the car in our service department so our service manager can drive it for a few days to try to duplicate her concerns.  She will be given a loaner car at no charge during this time.  Additionally, we are actively looking for potential vehicles to trade her out of her *******.
  
  

  Customer response

  12/02/2021

  
  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,
  
  ****** ****

*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. ↩