ComplaintsforDick Hannah Honda

• Initial Complaint

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  January 6th, ****, we went in to look at options for a used Honda Pilot and made that very clear twice to *************************, Sales Rep. ** was pressuring us to do a lease; we went for a test drive and again told him we weren't buying, but "go ahead and crunch some numbers". We knew what we were there for and had told him what we were looking for. We also told him we were looking to lower payments, obviously, the payments he quoted were between $3-400/mo above what we are paying now. We never did get a quote for the used Pilot.While talking, he asked if the vehicle, we wanted to trade in was here. ** asked if he could have the key so he and his manager could LOOK at it and get the information. We gave him the key.1 It was taken for a drive.We did not know and would not have given permission for them to drive our vehicle. 2 Our glovebox was rummaged through.There is a difference between looking at something, i.e.: miles on an odometer and rummaging through and removing personal items. This is an enormous personal violation. 3 Keys were not returned to us right away. Keys should have been given to us when they were finished. We wanted to leave as we were tired of being pressured plus had been there close to two hours. 4 They contacted the dealer whom we purchased the vehicle from. We did not and would not have give consent for our information to be given out, we were told after the fact. Our inquiries/transactions are our business, we will tell others if we want them to know. This is not the dealers decision to do so. We also were not given a privacy or an opt-out notice. 5 When ******** handed back the key, he also handed back the window sticker with an embarrassed expression. A personal item was removed from our vehicle without our knowledge or permission. Which is another very personal violation. We would like to know how they will assure this will not happen again.

  Customer response

  01/12/2024

  Dick Hannah Honda and ** have come to a resolution.

  Thank you so much for your help.

  Business response

  01/22/2024

  BBB Northwest (******, **)
  ********************************* *** 2000
  ***** ** *****
  
  RE:*******************************
  
  Complaint **#: ********
  
  To Whom It May ****************** January 12th, ****, we received notice of a complaint filed by Ms.*******************************. Since receiving the complaint, the stores General Sales Manager, ***********************, has worked closely with ********************* and we have subsequently assisted her with the vehicle purchase from our dealership. ******************* is now satisfied with her overall experience, and all her concerns have been successfully resolved. Moreover, we recognize and appreciate ********************' concerns regarding the privacy of her glovebox. In response, we have taken immediate steps to communicate and reinforce this expectation with our entire staff, ensuring a commitment to respecting our customers' personal space. ******************** also states that she has updated her BBB complaint noting her satisfaction with the resolution. Both parties consider this matter resolved.
  
  Thank you,
  
  *************************
  General Manager
  Dick Hannah Honda
  ************

  Customer response

  01/22/2024

   
  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

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We never received a copy of our sales contract from August 1st 2023 and we requested a full refund of our multiple service contracts with no response. We have called nine times, stopped by once and emailed plus sending a message on their ******** account. We required documentation to continue ****'s state medical as he is blind. We were unable to provide documents necessary to the states requirements due to Dick Hannah Honda not following through on their end. We were told several times in person and on the phone that we would get: a hand delivered copy of our contract, a mailed copy of our contract and an email copy of our contract. None of these actions has occurred. In addition, our service contracts (totally near $5,980.00 as best that we can estimate from the prior vehicle we attempted to buy that was faulty 3 days after purchase a 2022 Chrysler Van; $795 appearance protection, $3691 service, $995 gap, $499 ultimate vehicle theft) are only able to be requested by the dealership per the providing company known as ************************ The service contracts refunds requested on December 26th of this year still no response after leaving 4 messages with staff for finance Manager ***** as he was our last person of contact as our sales person was not available to complete our car purchase paperwork due to a family emergency. Finance Manager ***** did our paperwork for the purchase of the 2020 ****** van and offered to be our contact for any matters going forward pertaining to this vehicle. Without the actual paperwork for the ****** Sienna we cannot confirm actual dollar amounts due for refund we can only refer to our first sales contract from 3 days prior on July 27., 2023 for a different vehicle. We need our paperwork first of all and our money back for service contracts so that we can find service elsewhere as needed. Any help in this matter would be greatly appreciated. ******* is blind but can receive messages at ************ or by email: *******************

  Business response

  01/08/2024

  BBB Northwest (******, **)
  ***************************************************************************
  
  RE:*********************** *********************
  
  Complaint ID#: ********
  
  To Whom It May ****************** apologize for any inconvenience ***************** experienced while attempting to reach our staff, as well as for the delay in receiving a return call. **************** had initially been communicating via a salespersons cell phone and not the dealerships main phone number. Once we received direct contact to the dealership on 12/27/23, it was three days before a team member returned her communication. We have since addressed this issue with our team regarding more timely responses back to customers as well as not providing private cell phone numbers to customers to avoid confusion. On 01/04/2024, ***************** visited our dealership and was able to work directly with the Finance Manager to remedy her outstanding concerns regarding the issue of cancelling her optional service contract.
  
  Both ***************** and our dealership are satisfied with the resolution and consider the matter resolved. However, if there is anything further that we may do to assist, we stand ready to do so.
  
  Sincerely,
  
  *************************
  General Manager
  Dick Hannah Honda
  ************
  

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used 2016 Honda Pilot from them in December, the sales people were great. On 2/12/23, I was about to park when I heard a few thudding noises and the my car dragged me to right and stopped moving. The next day I get the car towed to the dealership to see what happened after the ladies at the front desk said yes bring it in, for it to be turned away. Had to deal with that all day to get my car back in and they wouldnt till the following day. fyi I have no transportation now. Tuesday they call to tell me that the axle broke along with a other things due to that breaking but that the only thing covered is the axle. Mind you Im still without transportation. I call trying to see whats going on, and cant get ahold of a manager. Wednesday still no transportation, **** tells me that I either have to pay 6k or use my car insurance to get it fixed. I left a message with ***********************. Thursday, i was able to get a hold of the service centers manager explaining I have no transportation, And need to know why the warranty wont cover the damage but the axle. She got me into a loaner car and advised to call warranty. I was able to get a hold of warranty and ask them why they werent able to do anything and they explained **** said I was in an accident and that he never finished the service order . I called **** to ask why youre saying I was an accident when I told you exactly what happened with no signs of me being in an accident. all he tells me is go through my insurance. Later one of the sales managers reached out telling me the best person to assist me is ****, that I had left a voicemail prior that never, Come Friday 10 AM **** tells me that I was in an accident and that I am lucky enough to have warranty even cover my axle. And tells me that they have looked at my car two different times before we took, on December 17 and 21 we took the car home on the 19 not even detailed yet. I was told by two different employees they never ran diagnostics.

  Business response

  03/01/2023

  BBB Northwest (******, **)
  ***************************************************************************
  
  RE:*********************************
  
  Complaint **#: ********
  
  
  To Whom It May ************************************ states in her complaint that on 2/12/2023 she was about to park the vehicle that she purchased from us on 12/19/2022 when she heard a few thudding noises and then her vehicle dragged her to the right and stopped moving.
  
  On 2/13/2023, prior to having her vehicle towed in, ********************* called the dealership and let our team know the night before, when she picked up her husband and was on her way home, her vehicle started making weird noises. Then,suddenly, she couldnt steer, and she went into the median. She said she needed to tow it in as something was wrong with the tire. We let her know during this phone call that if there were damage to the vehicle that she would need to tow it to our body shop because our team would only be able to assist with any mechanical concerns. She said there was just a scratch and she ended up towing her vehicle to the dealership. When the tow truck driver arrived, he notified our service team that the vehicle had body damage. It appeared to have damage to the drivers side bumper, fender and wheel area. Because of this, we were going to have it sent to the Body Shop. ********************* called us to inquire about why it was going to be taken to the body shop as it has a broken axel,and the only body damage was a scrape caused by her scraping into a mailbox.She stated she is not concerned about the scrape from hitting a mailbox as she has a paint pen to cover it. We kept the vehicle and performed our inspection.
  
  After our inspection we found the left outer tire *************** sheered off and that was most likely the cause of the axle coming apart. During the inspection, we found that the entire underside of the vehicle had damage, including the splash *******, the muffler system, the rear differential, and the brackets that run from the front to the rear of the car. Other observations made were that the vehicle had branches/sticks stuck to the protective shielding, the power steering rack had been pushed into the fire wall and had created a hole in it,the left control was bent in an upward direction when the correct way should be bent down.
  
  On 2/16/2023, ********************* spoke with *******, one of our Service Managers, and ******* offered to cover the cost of a loaner car for ********************* so that she has a vehicle to drive while we figure out what is going on with her Pilot. At this time, ******* also encouraged ********************* to contact the warranty company herself as we can only repair what they will pay for unless ********************* or her insurance company will be paying for the additional cost.
  
  Later that day, ********************* called her Service Advisor, ****, and let him know that she called the warranty company, and they kept telling her this was an accident that caused the damage. **** let her know that she could request a 3rd party independent party to come and take pictures and report back to the warranty company with their own findings. 
  
  On 2/21/23 ********************* called and left a message for **** to go ahead and go through her insurance.
  
  At this time, we sent all the necessary documentation and photos to ********************** insurance company in order for them to make a decision on her claim.As of 2/28/2023, *********************** has not yet made a decision. 
  
  Prior to being sold, this 2016 Honda Pilot was inspected by the **** Hannah ********** dealership on 12/17/2022 and again inspected by Dick Hannah Honda on 12/19/2022 as part of our normal procedure when selling a vehicle off another **** Hannah lot.
  
  All of the incoming calls to our dealership are recorded and callers are notified of this. In reviewing these calls, we are concerned about some of the inconsistencies in what happened to *********************** vehicle. Such as, in this complaint she states she was parking the vehicle when she heard noises, dragged to the right and then stopped moving. The day after her vehicle broke down, she told our team that she heard noises, could not steer, and went into the median.She later told another team member that she heard noises, veered to the left and scraped a mailbox.
  
  With the inconsistent descriptions of what happened as well as the numerous photos we took of the vehicle upon receiving it and the pre-sale inspections performed by our team weeks earlier, we are not responsible for any of these damages or covering the repairs.
  
  We would love to help ********************* repair her vehicle and we are working with her to have the help of her insurance company and any warranty coverage;however, we do not feel we are responsible for covering these repairs. 
  
  Sincerely,
  
  ***********************
  Parts & Service Director
  Dick Hannah Honda
  *************

  Customer response

  03/01/2023

   
  Complaint: 19427300
  
  I am rejecting this response because:It's appalling to read this response, and stating things that are not the truth as I am well aware that the calls are recorded. I will admit in my first complaint I meant to say my car when to the left and accident wrote the right. For that I do apologize. Here are the issues I have firstly, I was told by **** and another Employee (can't remember name) that a multipoint inspection was not Preformed on the 2016 Honda Pilot. ******* that actually did helped me and stated that I was able to get a loaner car till everything could be figured out with warranty and the next steps after finally on Thursday the 16th. That was very kind of her, but a loaner and rental are different and when it comes to you stating covering costs etc. nothing was discussed about that. Besides that, after only having it for 3 days my husband got called 3 times on Monday that he needed to have me return it since we were not going to use insurance and I had to return it that day, I work 10:45 to 7:15. So, I had to call ****, taking lunch early, ask what to do insurance wise (because I need transportation), and did I really need to return the car. He informs me, as long as I got insurance involved that day, I could keep using the loaner car. Come to Friday, 02.24.23, someone called my husband asking us to come in. Getting off work early to find out when I show up, that they finally were able to do the very first inspection on my car. To show us the true malfunction some scraps and a small piece of what I am assuming is wood, it was less than a quarter inch in diameter and maybe 4 inches in length, was in a piece of plastic, no other dirt branches or anything of the sort. While this meeting is going on **** is grilling me asking how I could cause this damage and try to say it's on them and how I need to take the BBB review down, and how I am not stating the truth. I just explained to him again what truly happened that I never did anything of the sort, I don't let anyone else drive my vehicle and that I am just voicing what is happening. After stating that I left him am my husband to go over what is going on. Come to Monday, 02.27.23 my ****** receives a call from an employee stating I really need to take my review down, he tells them he will talk to me, but I have the right to voice what is happening. They say okay, they just would really like if I did. On 02.28.23 I called BBB to let them know what has happened since my original complaint, and what I should do. They advised me they take every complaint seriously and that D*** Hannah has not responded and that they will send them another message to respond. later that day while at work I received 3 called from D*** Hannah within an hour, the 3rd one I was able to answer, taking a personal break from work. It was *********************** telling me i need to return the car that day and that he had just sent the response to BBB, and I should really re-think my review because I am not telling the truth. I said okay, well I'm not off tell 7 but get there as soon as I can and did tell him I spoke with BBB and was advised that even if I wanted to take it down I can't. He told me they have had people do it before so that's not true. Then 30 minutes after that conversation another employee called me, I placed my patient on hold and told the person I will call back. They then texted me to say I need to bring the car back as soon as possible today. So after finishing with my Patient, I had to clock off take Pto and go return the car. Come to 03.01.23 I get a bill for the Loaner car stating that I had to pay to fill up the tank which I knew i was only going to for maybe 4 gallons cause I received it at half a tank, I do have a picture with a time stamp. When D*** Hannah is upset, they Harass you, and try to force you to do things that are what's best for them not the customer. ******************** accreditation is supposed to show transparency not this.
  
  Sincerely,
  
  *********************************

  Business response

  03/14/2023

  RE:*********************************
  
  Complaint ID#: ********
  
  
  To Whom It May ************************************** first concern is that an employee told her that a multipoint inspection was not performed on the 2016 Honda Pilot. This Pilot had 2 multipoint inspections performed. The first was on 12/17/22 by the **** Hannah ********** store who purchased the vehicle to sell. The 2nd was on 12/19/22 when we performed our own inspection as standard practice when we are selling another vehicle from another dealership.
  
  We did offer ********************* a loaner vehicle to use free of charge, so she would not have to take the bus to get around. ********************* received the loaner car on 2/16/2023 and returned it on 3/1/2023. We did ask ********************* to return the loaner car as soon as possible after she let us know that she was having her vehicle towed from our service center to another facility to have the repairs done elsewhere through her insurance company. Our loaner vehicles have tracking devices that let us know the mileage and fuel level. The loaner vehicle was given to ******************** with ***** miles on it and a full tank of gas and returned with ***** miles and 3/8ths tank of gas so we did charge her $41.85 for the cost of fuel as per the loaner car contract acknowledgements.
  
  ********************** Brother-in-law is a salesperson, and her cousin is a Finance Manager both at Dick Hannah Honda and they were calling and texting ********************* after her complaint, not random salespeople.
  
  We apologize for any misunderstandings between our team and ********************* however we are not responsible for her vehicle or the repairs it needs. 
  
  
  Sincerely,
  
  ***********************
  Parts & Service Director
  Dick Hannah Honda
  *************

• Initial Complaint

  07/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In june of this year i purchased a 2014 mustang gt from this dealer. I was told to get the warrenty for 3200 not supported by the dealer. The day after purchase the car became undrivable due to an electrical problem with the aftermarket navigation system. The warrenty co declined to cover it. I called this dealer and they said they would help with the repair. I took the car to my local dealer. They diagnosed it and reccomended replacing the entire center consol at a cost of 3276$. Dick hannah now refuses to back their product. They gave me no options prior to the repair. So i let the new dealer do the repair. Note dick hannah is 140 miles from me. They went back on their word to support me. I paid the bill at great distress to me. They took the car in trade a week before i bought it. I believe they had to have known it was broken when they sold it to me as it broke the very day after i bought it. They did not disclose to me any problems.

  Customer response

  07/14/2021

  Mr *******, the complaint filed yesterday (********) has been resolved. Mr joseph, general manager of dick hannah honda, agreed to a settlement of 1638$. That's half the repair bill for my 2014 mustang gt which i purchased from them. If i need to do anymore please email me at 

  ******************. 

  Regards

  ****** ****** 

*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. ↩