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:12/23/2024

  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 purchased a new vehicle and was initially overcharged by ******* but was refunded in a week. Then I received a notice from a credit bureau stating that the dealership pulled my credit.I had told my dealer Im paying for my car in full and didnt need financing. I called the dealership on 12-23-24 at approximately 6:30 pm and talked with the Finance Manager. He said they pulled my credit to see if there was any Red flags! As I was paying with check. The Dealer never verbally stated to me that a credit check would be pulled, I could have easily paid with cashiers check, bank wire or even cash. The Finance Manager stated to me on 12-23-24 that I can call the credit bureau and dispute the inquiry. However, this should be done by the Dealership, I stated that and the Finance Manager hung up on me. I called back but my call was refused. Completely unacceptable and no doubt in violation of an WA RCW. The resolution would be that they will contact the credit bureau and have their inquiry removed from my credit reports.

  

  Business Response

  Date: 12/31/2024

  Attached is a copy of the signed credit authorization for this customer. 

   

  Thank you, 

  ***** *.

  General Manager

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22726311
  
  I am rejecting this response because: The dealer NEVER stated it was an application of credit nor that a credit check was going to be done, as I was paying for the vehicle in full why would I suspect within a reasonable doubt that a credit check was going to be done? The dealer asked for my SS# I thought for verification purposes yes but not a credit check, if he ( The Dealer) stated a credit inquiry was going to be done I would not have pursued the vehicle, rather I could have gotten cash from the Bank which is perhaps only a mile from the Dealer in Sumner. Not at any time during the process did the dealer state that an inquiry into my credit worthiness would be done as I was paying the car in total. The letter attached by the dealer is nothing short of a sneaky way to pull credit without having to tell the consumer that indeed an inquiry will be done by the Dealership. Its reasonably to assume that the dealer acted in bad faith in getting the consumer report to make a sale that minute rather than stating that I could pay in cash or bank wire to avoid an hard inquiry on my Credit Report, they however didnt. When I called the Finance Manager ( Whom hung up on me) stated I could call the credit agency and dispute the inquiry! This could have all been avoided in the Dealership was sincerely honest from the start. They made an error of over charging ******* and they made an error in not telling me that my SS# would be used for a credit inquiry. The dealer acted in bad faith and in the future should verbally tell the buyer who is paying for a vehicle in full that a credit check is standard for their Dealership, this did not happen to me, but in the future they should be more upfront and honest with the community in which they operate their business.
  

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

   

• Initial Complaint

  Date:08/22/2024

  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.

  July 2023 I purchased new 2024 Honda CRV with additional warranty that extended to total of 7 years I was told there was not any paperwork and When I get a scratch on my car to just call Honda and they can look up my warranty information. Almost a year later in July 2024 I called them for the small scratch to get repaired. The owner said I do not have a warranty and the finance person no longer is employed with them so there is nothing they can do. I want them to honor the warranty and to be penalized for lying to me so they do not do this to anyone else. Due to technology, there was not a need for warranty documentation and that everything was in the computer. I feel very stupid for trusting Honda..

  

  Business Response

  Date: 09/20/2024

  We have attempted to contact ***** ****** several times to resolve this concern. We ask that she contact the dealership and ask for ****** ****** or *****. We are happy to assist this customer a one time scrach repair service at no charge to her. 

• Initial Complaint

  Date:08/07/2024

  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 bought the extended warranty in August of 2023. None of the services have been completed. One of the service included windshield protection. My windshield cracked last month and I had to replace it due to the fact that the protective film was never added so it wasnt covered by the warranty. *** called to ask for a refund and they told me they would get back to me its been over a month. Since I purchased the car, which I do love, Ive been told at least 6 times that someone will call to schedule the service to complete the warranty protection. Even when I called last month and asked for my money back the sales manager I think his name is ****? Told me he would schedule the service and call me back. I have not heard anything back from anyone. Someone responded to my one star review giving me the number to call someone. I called and left a message. They called me the next day and I missed the call. They did not leave a message. I called back 20 minutes later and no answer. Left another message today.

  

  Business Response

  Date: 08/16/2024

  We have tried to reach this customer repeatedly.  We need them to call ************** or ************** at the dealerhsip so we can resolve this concern. We are more than happy to assist with windshield replacement as per their coverage.  They are also welcome to stop in and chat in person, if they prefer. 

   

  Thank you, 

  ************** 

  General Manager

  ********* Honda of Sumner

  Phone: **************

   

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 22109365
  
  I am rejecting this response because:

  The dealership text me once which I replied to and called me once.   I missed the call.  But called back and no one called me. They did not leave a message when they called.  They also emailed me to reach out to ********************* and I did but did not hear from her.  Attached is the maximum number of screen shots Im allowed to post on here.  I have been contacting the dealership and leaving messages.  They have failed to do the same.  
  
  Sincerely,
  
  Faleolatia Faimalo

  

  Business Response

  Date: 08/29/2024

  We are trying to reach the customer again today at **************. If this is an urgent matter the customer is welcome to stop in person for immediate assistance. 

• Initial Complaint

  Date:03/29/2024

  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.

  September 23rd 2022, Honda of Sumner called me stating they stripped my oil pan during an oil change. We came to the resolution they would replace the oil pan for me free of labor while I paid for the cost of the oil pan. It took them about a year to finally get the pan in stock after constant phone calls I made to them about it and additional issues that occurred with my car while waiting. During the year I waited for the pan to be shipped to them I asked for a receipt to prepare for what I would be charged and prove they had ordered the pan when they claimed they did. I was told time and time again they don't have a receipt. I had checked **********s website for the part price which was $238.61. September 23rd 2023 I dropped my car off to have the oil pan replaced. Before dropping it off I marked the pan and plug with a sharpie. Once I came to pick up the car I was charged $447.46, I asked for a receipt and they could not provide one and could only pull up the ********** website where the pan was $238.61. I paid the $447.46 because I needed my car for work and couldn't wait an additional 2 days they wanted me to to dispute the charge with the right person. I got the car home, the pan no longer had the sharpie marks I made, but the plug had the same sharpie marks, therefore the pan was replaced but not the plug. After many phone calls I was told that if they found a discrepancy in the price they paid versus what I paid, I would be given a refund. It was confirmed to me there was a discrepancy in price but the refund could not be given. I was also told that they do not keep records of the receipts. In those same phone calls I was told the plug was changed even though I know it wasn't. In another phone call in December 2023 I was told I would be sent an email with the receipt for what they paid, I never received an email, and I have received no reply from the dealership regarding an update. The car continued to have issues, I traded it in, and they found an oil leak.

  

  Business Response

  Date: 04/24/2024

  Hello ******,
  
  This is ***********************, service manager at Honda of Sumner.
  
  I have reviewed all the information on your BBB complaint and wanted to reach out about the reimbursement.
  
  It appears we agreed to take care of the labor while you paid for the part (I do see that we charged you $447.46 and you are stating the parts was $238.61 on Volkswagens website)
  
  The difference between the two parts would be $208.85
  
  Please let me know where we can send this check for $208.85 to correct this concern.
  
  Please call me at ************ if you have any questions and thank you for your business and time.
  
  Thanks

• Initial Complaint

  Date:03/19/2024

  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.

  Purchased a 2012 ****** RAV4 on March 7th 2024. Drove vehicle home without incident. Over the weekend noticed a thumping noise coming from left rear. Had local shop in ************ inspect vehicle on March 13. The following was discovered. The right rear brake caliper bolts were loose. The left rear brake caliper bolts were completely missing. Wheel was only thing holding caliper on. Had vehicle repaired on the spot as it was a safety hazard. Attempting to contact salesman to let him know about the issue. He was not available but the panicked young man I talked to said he would forward it to his managers and I would get a call back. Which of course didnt happen. Have attempted contact 3 more times in the last 4 days. With no response. Documentation was presented at time of sale that a brake job had been performed at the facility. I have pictures, receipts and the name/number of the shop that did the repairs.

  

  Business Response

  Date: 03/28/2024

  BBB, we have contacted this customer today and resolved their concern. See attached

• Initial Complaint

  Date:01/30/2024

  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 car Initially broke down on 12/23. I had it towed to Honda of Sumner. Due to the holiday, it wasn't completed until 12/27 and picked up on the 28th. A diagnostic was completed, and it was determined that a new battery and starter were needed. An oil leak, noise, and power steering were noted, but the mechanic over the phone said that it was something we could watch and not a big concern.On 1/22, my car died again. This was about 3 weeks after the initial repair with 295 miles between repairs. On the 2nd diagnostic, it was determined that the power steering rack and steering components that failed on the first diagnostic were fine on the 2nd. The 2nd diagnostic also noted that the ball joints and sway bar were bad, missed on the 1st diagnostic and potentially perilous, and that the alternator failed because of an oil leak from the spool valve. There was also a 2 inch disparity in tire tread and a 2 mm disparity in brakes. I was concerned that so much was missed, and contacted the manager. During conversations with him where he consistently became unregulated, he let me know I was being recorded without my consent or any disclosure from the business-I have recordings of calling the line and no disclosure is made I requested to speak to the manager. I never heard back from *********************. Instead, they had a sales manager call me and tried to sell me a car instead of making right what they did. Due to **** making me extremely uncomfortable with his inability to maintain decorum and professionalism, no contact or communication from upper management, and overall heinous customer service, I had my car towed to a different repair shop. The current car repair shop said the alternator was completely dry, refuting the claim that an oil leak killed the alternator. This business has no integrity, professionalism or customer service. From illegally hiding that they are recording people being too cowardly to talk to customers, I have serious concerns about this business.

  

  Business Response

  Date: 01/31/2024

  The customer had their car towed  in to ********************** on the 28th of December stating the vehicle stalled when shifting into reverse and would not start back up ******************************* (the advisor) diagnosed the car for **** and recommended the starter to be replaced (which she approved fore the ********) during that visit (ro#******) we also sent her over a MPI that had some other recommendation on the list (items listed below in her email) but she decided to hold off on those at that time. One of the items was an oil leak that we clearly noted as well as a clunky noise. **** decided to hold off on these items as her and ******* discussed to just keep an eye on them.
  
  Fast forward to January of ****, the vehicle then died again so she towed it back in. ro #****** and worked with *************************. **** diagnosed the vehicle and informed **** that alternator had failed due to oil leaking onto the part (same **** noted in previous MPI) as well as she needed lower ball joints (clunking noise noted on previous MPI but needed further diag to pinpoint the failed part).
  
  She at that point felt like we mis led her and that she would not have spent the ******** if she new the car needed so much other work
  
  Honda of Sumner did not charge her for the second visit at all. As well as tried to give her more for her trade than the car was worth to offset the first bill.
  
  However, the first bill was approved, and work done that the car needed (per it being towed in)
  
  We tried out best to come up with a solution, as multiple managers were involved and she was not willing to work with us on any of them.
  
  Please let me know if you have any other questions.
  
  ************ 
  Service Manager

   

• Initial Complaint

  Date:01/26/2024

  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.

  Please find attached, all of the documentation from our nightmare vehicle purchase from ********* Honda of Sumner. Basically, they sold us a mechanically unsafe vehicle in dire need of MAJOR repairs. This was after their mechanic allegedly did a thorough safety inspection and cleared it to go on the lot for sale. Everything is explained in the attached documents. Please feel free to contact me at any time.Thank you for your time and consideration Very Respectfully,***** and *************************** ************

  

  Business Response

  Date: 01/31/2024

  We have contacted this customer and resolved the concern. See attached settlement check

• Initial Complaint

  Date:01/10/2024

  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'm writing to complain about Rairdons Honda of Sumner regarding a recent service on my vehicle. In March, I had a general inspection and repair, and the dealership suggested replacing the starter. Four short months later, upon a return visit due to reoccurring issues, they informed me that they had installed an aftermarket starter without my knowledge, causing said problems. I asked why they used a non-Honda part and why they didn't inform me initially, but got no answer.Refusing to pay more fees, I emailed management expressing concern but received no response. I would have visited then but had several family emergencies that demanded my presence. In November, I faced starter issues again upon my return, becoming stranded which led to emergency towing and then repairs at Honda of Fife. They were surprised by the aftermarket starter, stating it caused known problems that ********* should have been aware of due to Honda guidance, and criticized them for not informing me beforehand which is standard practice elsewhere.It seems Rairdons engaged in predatory practices, intentionally installing a problematic part to charge more for replacements. I sought a response from them before taking further action and wanted to know how they planned to fix the situation. Despite attempts to contact them, they were uncooperative, only responding when I informed them that I would be contacting the BBB. The customer rep directed me to a service advisor, ****, who I attempted to contact four different times unsuccessfully due to their robo-call system leaving me on the line forever with no one picking up.I'd hope to address this matter amicably, but their lack of cooperation is frustrating. It is clear that they do not want to engage with me so I am forced to uphold my promise to request aid from the BBB.

  

  Business Response

  Date: 02/05/2024

  The service manager **** has been trying to reach this customer to resolve the concern. We ask that he please contact the dealership or answer our calls. 

  Customer Answer

  Date: 02/11/2024

   
  Complaint: 21118664
  
  I am rejecting this response because:

  I have attempted to contact **** via phone over four times. Each time, I'm left on hold forever.

  I have informed ******* about this, but they have not attempted to contact me back at all despite stating that they have.

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

  

  Business Response

  Date: 02/16/2024

  We are reimbursing **************** ******* per the Attached RO. The check is awaiting a signature and will be sent via *****

• Initial Complaint

  Date:11/20/2023

  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 first brought my car in here to get it looked at because there was a noise in the back passenger side that was like a grinding sound, and they were supposed to look at it so they gave me a loaner car and whenever I had a little vehicle. I need apartments in serious health issues and was putting in the hospital for numerous weeks and whenever I was out I finally try to have my car returned to me and vice versa And they reported the vehicle that I was driving stolen and tried to have me arrested for a stolen vehicle well, I was on my way back to go return the vehicle, and when they took the vehicle, there was my items inside of it, and they still have not returned it to me. There was a bunch of Milwaukee tools and a pair of brand new boots in the in the back of the car , and they still have not returned them to me. I just need my boots and my tools back so I can go to work. They also messed my car up worse than it was when I dropped it off they tried to give me my car back on a tow truck!

  

  Business Response

  Date: 11/28/2023

  BBB, the response we submitted today was for the wrong customer. Please delete it. ****************** stole our loaner car forcing us to reposess it. We wish to have no further contact with this customer. Thank you. 

• Initial Complaint

  Date:08/11/2023

  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.

  Bought a car from this business. Was told we had a LoJack installed on the vehicle which we are paying for. For the past 2 months have called and each time I have tried to call to resolve the issue have had to call minimum of 15 times to speak to someone. Nobody can resolve the issue. Was told a month ago that I would be refunded for the LoJack and also 2 weeks ago that we would be refunded the money for the LoJack which would be sent to myself or the finance company ($795) but neither myself nor the finance company has received it. ****** get answers and I at this point I am livid at how many times I have to call and get transferred to get answers. There are other issues with dealing with this business, though minor, I will never give this business any sort of good review. Worst car buying experience

  

  Business Response

  Date: 08/15/2023

  The check was written to the lienholder on 8-2-23 it was mailed, and they should definitely have it. I have attached a copy of the check.

   

  ************** 

  General Manager

  ********* Honda of Sumner