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:11/27/2024

  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.

  we purchased a 2021 certified pre-owned Honda CRV. From day of purchase there has been a creaking noise in the passenger side front wheel well. we took it in, it is a result of a failed weld joints in the engine strut mount. an independent mechanic said its a failed part, not user error.. The dealerships stance is they wont cover it since its certified, that if the issue was pre-existing they would not have sold it.

  Business Response

  Date: 11/29/2024

  Hi *****.
  I am sorry about the situation. I can understand your frustration. We diagnosed your CRV based on the damage we found under your vehicle. I attached the pictures. It looks like the car went over something.Maybe not a pothole, but something. That said, we can go to Honda to see if they will do anything for you.
  Please contact me and let me know how you want to proceed. ***** ******* ************

• Initial Complaint

  Date:08/09/2024

  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.

  Typical bait and switch. Brought my car in for service 8/2/2024 and Hondacity offered to buy the car. They evaluated the car and quoted $12k buying price. I said the offer was too low and therefore they came back and offered $14k. I came in 8/9/2024 to sell my car and even text the *** on 8/8/2024 to confirm the selling price. When I showed up *********************************** went to do a walkthrough with the Manager ********************* and came with and stated due to the rust on the hitch they could no longer offer the $14k as promised instead offering $12k again. I explained I was under the impression they already looked at the car while it was there for service and that's why they offered $14k. I explained to ******* that he offered me $14k and if he didn't have the final say then he shouldn't have offered it to begin with. My time was wasted as they were not willing to budge at all and meet me at $13k. I felt cheated and lied to as I took time off to come sell my car under false pretenses. Both ******* and ***** were not considerate or remorseful. I did walk away and end up selling my car elsewhere. I didn't get the $14k that Hondacity offered me but I was able to get a better deal at *************** of **********. I chose to sell my car to ****** because at least they were honest about the offer and met me where I wanted. Not only that but I refuse to give my service to an establishment that does not honor their word or written offer.

  Business Response

  Date: 08/16/2024

  I truly regret the way the matter was resolved. Yes, we did ultimately decide to pay the $14k and pay for your recent service bill. We should have put a contingency on the amount and wait until we had all the information for any agreements. The service bill we received indicated that your car required $4349 in upcoming repairs. That changes things. If you were purchasing a car from someone and discovered that it needed costly repairs, I'm sure you would agree.I acknowledge that we inconvenienced you and caused unnecessary frustration, and I am sorry for that. We are refining our procedures to keep such issues from occurring in the future.
  

• Initial Complaint

  Date:07/24/2024

  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.

  We own 4 cars and we always service them at Schlossmann Honda. Because we spend our money at Schlossmann, the latter sends us coupons for oil change. A couple of days ago, I took one of our cars to Schlossmann and greeting lady refused to accept their own coupon even though it didn't expire. I simply left without doing the oil change and I did it somewhere else. Because of an overzealous employee, ********** lost the business of 4 cars...

  Business Response

  Date: 07/29/2024

  Tried to call customer to apologize and find out what coupon, who he worked with, and why we would not accept it. Would like a better understanding of what happened so we can prevent something like this from happening again. Left three messages.  

• Initial Complaint

  Date:06/24/2024

  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 dad and I bought a used vehicle form this dealer because we trusted that for the price, that we could feel that we were getting a safe car and could trust that the safety checks that they claimed were done were true. My dad is older and I need his car reliable, We have had the car about 1 1/2 months and have had to bring the car in already about 4 times for issues. One major repair will be completed in a few months as the parts were on back order, In the meantime the brakes are grinding, and are not safe, If a safety check was actually done on the brakes I feel it would have been seen that they were not performing well. We did not notify the dealer about the brakes yet as going in to the dealer to complain and try to haggle with someone over it would be humiliating for me and my dad at this point. I want the brakes fixed as I feel it is an unsafe situation and the used car should never have been sold like that especially for the price that we paid. It's been an overall bad experience dealing with the issues after this car purchase and very disappointing. The brakes should be looked at and fixed.

  Business Response

  Date: 07/15/2024

  I pulled the original safety check that we performed on the 2014 CRV with ******* miles. ***** were both at 7mm. Rear brakes were both at 5mm on the outside and 4mm on the inside. We start to recommend brakes at 3mm. At 2mm the wear indicator would come on. The brakes exhibited no sign of a safety issue at the time the customer took possession of the vehicle. If the brakes were acting up from the beginning, I would hope the customer would mention it in one of the four visits over the two months. Give us an opportunity to look at the car and determine what is going on. I called the customer and left a message to try to resolve the issue. 

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Its pretty shameful that it took a month for the business to respond to the original complaint and the brakes have only gotten worse.  With the rear brakes being almost worn to the need of replacement on the sale it didnt take long unfortunately for the brakes to show signs of failing.  Its not right to sell a car like that.  And the brake issue happened after a transmission issue and an air conditioner motor issue and a battery issue and a seat lever issue all within a month.  The inconvenience of having to keep returning to have the car looked at was the reason we hesitated to mention the brakes.  Its humiliating and wrong.  I feel the brakes should be fixed since we are still waiting for the parts for the transmission to be fixed and will have to lose the car for a few days for that repair.  The business did not offer any help to rectify the issue 
  
  Regards,
  
  *******************

  Business Response

  Date: 07/24/2024

  The customer purchased a 2014 CRV with ******* miles on May 3rd 2024.  On May 17th the vehicle came in at ******* miles with a shutter. We did a software update at no charge to see if that would fix the problem. On May 20th, we performed three transmission services to flush the system. The goodwill amount was $386.43. On May 23rd the customer notified us of the air blower not working.Although, the customer knowingly purchased and signed off that the vehicle is "as is", we felt the right thing to do was goodwill the blower motor for $440, and the torque converter for $3514 (the final diagnosis for the shutter)since it was a recent purchase. Total goodwill of $4340.43. Unfortunately, the torque converter part is on backorder. The customer then came in on June 20th with ******* miles to replace a tire. During the times that the vehicle was in our possession, we had not experienced any abnormal brake issues, and the customer never brought up any concern. We did offer a discount on replacement costs for the brakes. We aim to inspect our cars as best as we can to avoid such situations, but cannot foresee issues that *** arise after use. We have apologized to the customer for the situation, and have done our best to do what we thought was the right thing and to do what was fair.

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Since we have been waiting for parts, nothing has been repaired on the car at this time and it has been a huge inconvenience having to bring the car in with concerns so quickly after the purchase.    Your company decided to sell a poor quality used vehicle leaving a customer feeling taken advantage of.  It is not proper to sell a car with brakes ready to be replaced soon.  It really didn't even give my dad a chance to have the car very long before having to do repairs.  I have been a long time customer of yours and now will never bring my personal car back there for anything.  We have been let down and also my dad has tried to talk to the general manager for a few days and has been told they will call him back and has not. 

  ***** Ball 
  
  Regards,
  
  *******************

  Business Response

  Date: 08/07/2024

  We are making things right by fixing the items that we were notified about within a few weeks after the purchase. Since the customer waited till they put over ***** miles on the vehicle before mentioning anything about the brakes, all we can offer is a discounted price on the replacement. No further offer will be made.

• Initial Complaint

  Date:01/17/2024

  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 had the worst customer service experience at **************** and will never buy a car from them again or recommend them to anybody. On Dec 27th I brought my car in to get an oil change (the only other time my car was maintenanced, was by them with an oil change back in May). My car was shaky and they looked into it and advised that the wrong transmission fluid was in the vehicle which caused damage to the transmission and it would need to be replaced. I bought the car "as is" in March of ************************************************************************************* it. They did not want to take any responsibility for the fact that I was sold a car with the wrong fluids and would only help assist with $900 off of what I was quoted ($5800). We then escalated this with the general manager ***** and she lacked any sympathy but eventually offered an additional $500 off. That would have came to $4400 however when I received the final bill, I was told my total would be $4500 for the transmission. I then was advised that I needed to replace the engine motor mount for an additional $216. Last update I received on my car was on 1/10/24. I reached out on 1/15/24 and was told that my car was ready. I let them know I would pick it up the next morning. I picked up the car the next morning and after settling out the large bill, I then had to wait in the waiting room for 45 minutes as my car was being brushed off/iced off. I then finally got to my car, and it was dead. I brought this up with the individual we were working with, when I was conveniently told that they had to jump start my car (wasn't mentioned initially) which ended with me having to purchase a new battery for my car as well. I spent a total of $4,871.93 on a car that I have not even had a full year.

  Business Response

  Date: 01/17/2024

  Before the sale of the vehicle on February 21st, 2023, it passed a state of ********* safety inspection. We did not perform a transmission service in the safety inspection. There were no signs of issues with the transmission. Based on the Car Fax history report, the transmission service was reported done at ****** miles with a third party facility before the car was traded in. When we talked, the customer agreed that the car performed with no issue for the 10 months and ****** miles of ownership. At delivery, we offered an extended service plan, but they declined, agreeing that the car will be sold "as is". As a goodwill gesture to customer, we offered to help pay for the labor. The remainder was the balance plus tax, fees, and any recommended work that was opted in for. We tested the battery on initial delivery and it tested good. The extreme negative temperatures can cause batteries to freeze, leading to be jumped or replaced.

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer Answer

  Date: 02/01/2024

  I reject the response from the business.

  Originally when I spoke with ***** (service manager), I was quoted $5,800 for a rebuilt transmission and he offered $900 off. We then escalated this over and spoke with ***** (GM) and she offered an additional $500 off. That would equal $4400, but when I received the "final quote" it was listed at $4500. Before I received the final quote when the car was finished, I did reach out to ***** (in service) requesting the quote in writing and he provided the following-attached, which was for $4,029.69. I was pleasantly surprised that it ended up being less than what was quoted. When I called ***** in service to confirm this, he then stated "I am not sure what deal you worked out with them." From there he must have found out that I was quoted a bit higher so he told me to disregard that quote and then sent me one that was showing as $7,680.46. The staff there are unorganized, unprofessional and by several different quotes being presented- it came off as shady. My car was clearly ready before 01/16/24 since the snow storm occurred that weekend prior, and when I came to pick up my car I had to wait for the snow/ice to be brushed off of it. I could have potentially avoided my battery needing to be replaced with the cold conditions, if I would have gotten my car when it was actually ready. Instead, I heard the last update on 01/10/24 in the morning stating that they were just waiting on the part for the engine motor mount. That was the last update I heard that week. I then didn't hear anything until I reached out to them on 01/15/24 TWICE requesting an update on my car. ***** told me he was sorry for the delay as he was out of the office the last few days. Even if he was out, somebody else should have updated me on my vehicle. Of course my battery was needing to be replaced as it sat in their parking lot over the weekend and on that Monday, being neglected. It also doesn't make sense to tell me that my car is ready for pickup and then to make me sit in the waiting room for 45 minutes while they are working to brush the snow/ice off of my car. Then on top of that, when the car is ready - to have me go out to a dead car. And only then was it mentioned that my car was dead and they had to jump start it. That information wasn't going to be disclosed to me but only was because the car died again. The customer service I received in that 3 weeks that my car was there, was beyond awful.

  Business Response

  Date: 02/12/2024

  We feel we did everything we could to help the customer. There won't be any additional refunds. 

• Initial Complaint

  Date:05/31/2023

  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 had a repair on my air conditioner in my SUV last year July 13, 2022. The compressor was replaced and I had to pay over *******. it's may 31 2023 I was supposed to have an appointment to have my ac looked at again due to it having the same problem it did when I had it repaired the first time. I called Honda city to set appointment they guy in service department told me that the diagnosis would be free since still under warranty. So why when I get to Honda city today may 31 2023 did the ********************* tell me that it's gonna be ****** diagnostic fee. To check my ac which has a 12 month warranty on it so there should not be any diagnostics it should be free. Since they should have repaired all my ac system last time I had my ac repaired so my ac should be under warranty still so there should not be any diagnostics fee. This is redicilous why is there a warranty if they gonna charge us a diagnostics fee. Also I told them I had a recall and they did not wanna do my recall at all they sent me home since I couldn't pay for diagnostics.

  Business Response

  Date: 06/26/2023

  The compressor repair we performed last year is covered by a 12-month, 12,000-mile warranty. But it just applies to that particular fix. Due to the large number of components, air conditioning problems can range in complexity. Yes, the customer would be charged a diagnostic cost if the problem with the air conditioner is unrelated to the initial service we performed. To avoid any surprises, we ensure that the customer is informed of any possible amounts before any work is done. The diagnostic price would be waived if the repair was covered under the warranty. We provide work estimates and ensure that the customer has given us the go-ahead before proceeding. We would not know if the air conditioner repair would be covered until we start to look at the car. We were not given the go ahead to look at it to determine if it would be covered.
  Regarding the recall, it was noted that the car had a 2017 salvage title. Because of the salvaged title Honda has to give us permission before we can determine if we can move forward with the recall.

  Customer Answer

  Date: 06/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

   

  See u shouldn't even have a diagnostic price when something is under warranty cause how do we know it isn't the part u guys replaced. We don't know that till its looked at I don't believe you guys gave me a new compressor and my mechanic I work with outside of you guys says that the compressor you guys gave me was not a new one so why am I paying for a new compressor to be put in my car? I need it looked at but I'm not paying a diagnostics you should only look at the area where you guys replaced the compressor and that's it.

  Business Response

  Date: 06/28/2023

  We are happy to look at the vehicle. There will not be a charge for diagnostics if the problem stems from a failing part from the service we completed last year since that part is under warranty. We won't know if it is covered under warranty until we test the entire system to learn why the A/C is not working. A/Cs are complex, and it can be a number of issues. Any potential charges will be disclosed upfront; however, we do not collect any money upfront. Thus, if it is the warrantied part that is failing, the diagnostic fee will be waived.
  At the time of the initial repair, we quoted a manufactured part for $1150 and a remanufactured part for $450. The remanufactured part was chosen. We did not install a used one.

  Customer Answer

  Date: 07/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **************************;

   

  I need vehicle checked because u can not hear the compressor turn on when the ** is turned on. So I need system checked because this remanufactured part must have failed . This ismt right there is a warranty that should take care of any diagnostics on the ac because the ac should have been *********** the first time not me being charged anything else.

• Initial Complaint

  Date:05/25/2022

  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.

  In all my many years of owning a Honda car, this is the first time I have had to file a complaint. Early in the month of May 2022, I noticed my tire pressure light on and being a senior citizen single woman, trying to be safe in my 2016 Honda CRV, I scheduled an appointment for maintenance for my vehicle. My first appointment was 5/7/2022 at 7:00am. I went in to Schlossmann Honda in ********* **. I have owned Honda vehicles (2 Honda Civics) for about 15 years previously and I have always been very impressed and pleased with the way they schedule your maintenance and their service. However, After my 5/7/2022 appointment, I noticed that points that I paid $72.00 for listed on the receipt were not taken care of. My tire pressure light came back on ,and my wiper blades were splitting. I thought these problems would be taken care of because I talked to the service representative specifically about them when I scheduled the appointment. I then scheduled a second appointment for 5/21/2022, after testing negative for Covid, because I had symptoms on the week of 5/14/2022.To my disappointment and dismay, I was again charged $74.00, for service that was suppose to have been done the first time. I don't feel this was fair. In these inflationary times, with gas at $5.00 a gallon, I was charged two times for a service that should have been and is usually done the first time. I was given a free rear windshield wiper blade, but the second service should have been done the first time as discussed. I will never go back to Schlossmann Honda again. I will go to another Honda dealership for all future service on my 2016 Honda CRV. I would like a refund for my second service appointment. because it should have been done the first time.

  Business Response

  Date: 05/28/2022

  We have spoken to this customer and we were able to resolve the issue. The customer indicated she is satisfied.