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:03/05/2024

  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 purchased a brand new 2023 Honda Pilot Elite on July 14, 2023 from OMalley Honda in ******, **. We were sold a vehicle that was damaged by the dealer prior to ** taking ownership of it, without the damage being disclosed to us whatsoever. We consider this an act of fraud.After owning the vehicle for only 48 hours, upon unloading our groceries after our first shopping trip with the Pilot, we noticed that the rear bumper cover, which was removed and reinstalled during our tow package installation before we even drove the vehicle off the lot, was mangled and scratched/gouged, and sloppily covered in matte white touch up paint on a ********************* paint. It was obvious that the dealership knew this damage occurred, and they attempted to cover it up and sell us the vehicle as if it was new and undamaged.We brought this to the dealers attention the following Monday (a day after we discovered the damage), and they agreed to swap the bumper cover with another on the lot, which they did do about two weeks later.The problem is, the replacement bumper cover does not sit flush and is not satisfactorily remedied as far as we are concerned. Weve also had a rear parking sensor that is part of that same bumper cover assembly fall out and the dealer has blamed that on a touch free car wash. They have refused to even take the replacement bumper cover off to inspect it for damage. We contacted Honda corporate, who sent a regional/district representative to meet with us at OMalley to address the issue, but just like weve experienced working directly with the dealer, they claim that the gap and misalignment we are seeing is within tolerance and other Pilots all look this way. I absolutely disagree with this, as no other Pilots look as bad as ours does.The poor customer service is shocking, especially considering that we wouldnt even be having these conversations had OMalley Honda not caused the damage and fraudulently attempted to cover it up in the first place.

  Business Response

  Date: 03/07/2024

  In regards to complaint ********.  We truly regret the customer in question is unhappy with their vehicle.  As acknowledged by the customer in their complaint, an independent non dealer affiliated representative of ******** HONDA MOTORS has determined there is no issue with their vehicle.  To also add some context to the customers complaint I think an appropriate timeline needs to be established.  The customer purchased the vehicle on 7/14/23.  On 7/16/23 we received a several texts from her complaining of slight damage to bumper, as you can see in the photos of the initial damage she attached, there was a small **** in the paint a few centimeters long.  Once that damage was brought to the attention of management there was absolutely no hesitation on our part to correct the damage on the vehicle.  As requested by the customer we replaced the whole bumper to address the small **** in the paint.   On 7/24/23 the vehicle was brought in to be repaired and was done so properly and according to manufacture specifications. Additionally, as you will see in an attachment the customer remained in the building and supervised our repair because as stated in her text, she did not believe we would repair the vehicle properly.  Upon completion of the repair the customer brought no complaint forth about the quality of work. We did not hear anything in regards to this customers issue again until 2/12/24 nearly 7 months later.  Once again it disheartens us this customer is so upset, but there is nothing we can do to assuage them as no problem exists to address. Attached you will find a report from ********************* a representative for ******** HONDA MOTORS concluded there is nothing wrong with the vehicle; and text communication from the customer stating they expected a new bumper for the small **** in the paint and would be scrupulously examining the repair that occurred on 7/24/23.  

  Customer Answer

  Date: 03/08/2024

  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.
  
  First, its absolutely false that the original bumper panel was replaced solely because of a small knick. What about the fact that the panel was entirely mangled and warped when it was installed, as shown in one of the other photos? Second, what about the fact that there was no acknowledgement by the dealership that this damage was concealed and not disclosed to us prior to us leaving the lot with our brand new vehicle? Guilty. That is an act of fraud, full stop. Third, we absolutely had brought our dissatisfaction about the replacements alignment and seating to the attention of the service manager on the day that the bumper panel was swapped out. We were simply given the excuse that its a result of cheap, mass produced body panels. On 12/6/2023, when we brought the vehicle back in after a rear backup sensor had fallen out of the same bumper panel on the same side that has the alignment and flushness issues, we again expressed our concerns with the installation of the replacement bumper panel, which was again met with dismissiveness. Our patience in this situation should not be used against us.

  Also, of course a local Honda regional manager who is friendly with the dealership would say there is nothing wrong with our vehicle. How about bringing in a true neutral party? What would they say? Should I bring in my friends who work at body shops and law offices to counter the opinion? That entire appointment was a sham and charade, which wasted even more of our time.

  Do we need to bring the sexism my wife has dealt with through all of this into the conversation? We haven't gone there yet, but were absolutely prepared to.

  Additionally, Im still interested in hearing about the coverup of the original damage and how that is not considered fraudulent given the text messages we have that make it clear the dealership acted illegally.

  Were nothing but innocent customers who made the mistake of purchasing a brand new vehicle from OMalley. Weve done nothing wrong other than making a terrible choice in who we purchased our vehicle from.

  Regards,
  
  ***********************

  Business Response

  Date: 03/11/2024

  In regards to complaint #********.

   

  It is unfortunate it has come to this, but as the customer has now alluded to involving legal entities the dealership will have no further direct correspondence regarding this matter.

   

   

• Initial Complaint

  Date:08/25/2023

  Type:Billing 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 first met with a salesperson from O'Malley Honda on Thursday, July 27th. We discussed the potential purchase of a 2023 Honda CRV Hybrid. As we took the car for a ride, the salesperson had our 2020 CRV appraised. When we came back to discuss the purchase of the 2023, our salesperson knew that our current CRV was in an accident (we hit a deer). When he told us about the appraised value, he mentioned that we could have received $26,400 for our CRV, but since it was in an accident AND therefore they can't sell it as a Honda Certified vehicle, they can only give us $24,700 for our vehicle. Based on the discussion, the reduction in price was not primarily based on the accident. It was based on the fact that O'Malleys was unable to sell it as a Certified Honda. As you can see by my attached photo, O'Malleys is selling our 2020 CRV as a Certified Honda as it passed their 128 point inspection. We were not given the proper information at the time of our purchase to be able to make a proper decision in accepting our trade in price. O'Malleys was able to get what they wanted, A Certified Honda to put on their lot, while giving us an amount for a Honda CRV that we were told cannot be sold as Certified. If O'Malleys was not sure if they could sell our 2020 CRV as a Certified Honda because of the accident, O'Malleys should have had it inspected prior to the completion of our purchase on Tuesday, August 1st. (Ex. Hey, good news, your 2020 CRV passed our 128 point inspection and we can sell it as a Certified Honda) We moved forward with our sale, trusting their information . Based on being mis-informed, or possible even lied to, we believe we are *********** the $1,700 higher appraised value.

  Business Response

  Date: 08/28/2023

  When the customer was at the ********************** and had his vehicle appraised, we did show him two values. One was if the car was in an accident and one if it wasn't. His car was in an accident so we gave him the lower amount. We did not tell the customer that we would not be "Certifying" the car. We told him that part of the certification process involves running the history report and doing a detailed 128 point inspection and that there was a possibility that the vehicle may not pass said inspection. The fact that the vehicle was in an accident is what lowered the value, not whether it can be certified or not. Accidents show up on history reports and then potential customers see those and will not pay as much for a vehicle that has been in an accident versus one that has not.

  **************** agreed to all terms of the sale including the sale price of the vehicle he was buying and of the vehicle he traded in. The sale was finalized on August 1, 2023. There was no dispute until he saw the price we are ASKING for his trade in. All of this has been explained to the customer in the attached email.