Complaints

• Initial Complaint

  15/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I went to buy my first car at honda Moncton on Thursday, a 2022 ***** civic, with Moncton Honda and I have signed documents to take the vehicle but never got insured for the car or even got the car to my house. But overnight, less than 24 hours after, I reviewed my finance, and saw that my school fees, and and my current situation would not allow me to take this car and finance it for the price and the interest rate. So, I went to the dealership before 3 pm on Friday (next Friday) but that would not allow me to return the car. They told me that it was done, and that if I did not want to picked this car, they would have it towed to my house. I have yet to ever see a dealership that does not have a return policy, between 24-48 HOURS or at least a week and I think they are trying to make me take this car by force. Could you please review this deal and let me know my right as a customer, to cancel/ or not this purchase. C*** ** ***** * **** ** **** ** ** **** ****** **** ** ******** **** *** *** ******** ** ** ****** **** ** ****** ** ******* ******** ***** ***** ****** ** ** **** ******** Thanks,

  

  Business response

  18/11/2024

  **********Good Day,

  After review of your complaint we have noted that you were into the dealership on October 3rd by appointment with our Product Specialist Z*** *** ****. You booked an appointment for 3PM and while in test drove the 2022 ***** Civic, *****************. After test driving payment options were reviewed with you at your request for purchase of the vehicle, after discussions you decided to go to Finance to complete a credit application. Once you met our Finance Specialist T***** ***** you advised him that you were unsure of your purchase that day. Trevor advised you at that time that you should go home and think about your purchase decision then if you were unsure, as if you were to continue that day the decision is final and cannot be returned. You took the time with your friend to leave his office and discuss your decision and returned to say you wanted to purchase the vehicle that day to which T***** reiterated that you could go back to your Product Specialist to discuss other options or wait to sign, however you insisted to move forward with the purchase that day. There was an hour between meeting T****r and signing the documents by this time.  So as such he signed the binding documentation with you , Finance Contract, Bill of Sale, Waiver Forms, Warranty Forms, etc. You called the following day and discussed with T***** that you were unsure again and that you had other options (one being ******), along with Tuition issues. T***** advised you once again that you had already purchased the vehicle and the paperwork was finalized and there was no way to back out as he had stated to you less than 24 hours before. Unfortunately with this time line of events we feel you had ample time and knowledge of your decision and its binding ability to have made an educated decision on your purchase. You had your Finance Specialist advising you to consider your decision and take time to which you did, and then advised to move forward. At this time we consider the vehicle sold and in your ownership, there are no cooling off periods or return policies available when purchasing a vehicle. You were advised when you spoke with our Used Car Manager B****** ******** that the only option at the time would be to take advantage of the 7 day exchange policy through ***** ******** ********* ******* for a different vehicle on our lot that you felt better suited your needs and/or the cancellation of some of the warranty protections you purchased to adjust the payment to better fit your budget. However you chose to take advantage or neither offer so as of today there is no other assistance available to you. 

  Thank you

  

  Business response

  18/11/2024

  Good Day M** *****,
  
  I have reviewed your purchase transaction details and interactions with our staff. Although you signed documents agreeing to the purchase of the vehicle and bank loan, you did not physically take delivery of the vehicle. As such we cannot have you forced to take delivery of the vehicle. We do however hold your Non Refundable Deposit (form attached that you signed) . You have made two payments with the bank for the loan so we will refund you your entire deposit to assist with covering those two payments. Understand that legally we could have held your entire $3000 deposit based on the documentation you signed however we don't wish to have bad faith between us. As such please reach out to your Product Specialist Z*** to refund your deposit for you and we will consider this matter closed.  
  
  Thank you, 

  Customer response

  18/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

  Still, I am communicating with the dealership and ****, and waiting for their response for the refund.

  Thay said they would communicate with me tomorrow.

   

• Initial Complaint

  15/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we purchased **** ****** 2019 from Moncton Honda. I told them the very next morning something was wrong with the suv. Engine light came on and they were told right away. There advertisement said customer satisfaction less then 1000kn can return.. they gave me no option to return the vehicle that already had the problem it’s having now. There is a very big gas issue it’s costing me 50$ a day and at the point it clicks every few minutes the suv doesn’t allow me to fill up the gas tank… they have paid for the repair that ****** **** diagnosed different from what the issue I told Moncton Honda. Now Moncton Honda is refusing to cover the repair of 500$ , there is also problem with back seat door , my daughter kept being stuck in the car having to get out from another side until it eventually broke they have no fixed that issue as well. I do have proof , and if they don’t keep there customer satisfaction deal when I purchased the vehicle I will have to get lawyer involved … I have got ripped off so far 56,000$ … the vehicle was not in shape to be sold all they told me is that sorry your vehicle wasent surtified .. they promised me nothing was wrong with this vehicle … I will submit documents/conversations

  

  Business response

  18/03/2024

  Good Day Ms ******,

  We have taken some time to look into your complaints. We wanted to address them in the order you have them in your statement. First you mentioned that there is a 1000km return policy. No such policy exists for your purchase. That policy as clearly stated on our website is for Honda Certified vehicles only. Your vehicle is a **** ******. I have attached our Moncton Honda Advantage coverage form for you which shows you the coverages your vehicle does have at purchase. When you brought up the gas issue we brought the vehicle in our shop on November 28th to diagnose the issue. We advised that there were no gas leaks apparent at that time however we found codes that would indicate the Evap system should be reviewed by a **** technician. That invoice along with the Brake inspection requested was covered at no cost to you, we covered the $265.88 that day. (attached RT 17002) We then proceeded to offer to cover the cost of the repair at ****** ****, ****** **** diagnosed the vehicle with needing a Purge Valve assembly and Vent EVAP assembly. As per the attached invoice (Customer #179957) we covered the whole cost of $1250.61. The issue with the back door was addressed with ****** directly our Used Car Manager met with yourself and the owner of ****** to repair the door in November. You were also not charged for this repair. Lastly if you review the coverages your vehicle does have with the Moncton Honda Advantage you have a 90 Day Free Mechanical Labor Repair, this includes to a maximum labor expense of $1000 inclusive of tax. Not only have we covered both Parts and Labor in excess of this amount to assist you we have also since offered to cover the $500 expense at ****** **** for the repair. Please be advised we will be not assisting any further with any other expense related to the ownership of your vehicle as we have already gone above and beyond our obligations as per your contracts at purchase. 

   

  Thank you

  Customer response

  18/03/2024

   I am rejecting this response because:
  
  When I purchased this vehicle it wasent what I originally wanted. Follow up with the conversation me and **** had before I went ahead with this vehicle.. I asked many times before signing papers to make sure I financed a vehicle that I wouldn’t have problems.. I was rushed on this vehicle it wasent even on the website .. only reason I ended up with this **** was because of the payments and I was garenteed there wouldn’t be any issues. Check with **** he must still have our convo if not I can supply them … also I made this better business bureau complaint around 11am on Friday before you confirmed on Friday 5pm you will fix the part. So now you’re not fixing it because I filled a complaint??

  im not just trying to take advantage I shouldn’t be having these problems I asked multiple times not to sell me a lemon … also ****** I went there and they have not fixed my door now it’s broken and the window stops when it wants to. You should make sure before financing a vehicle that it’s in good condition. … I would of took a brand new Honda if I knew something would be wrong with the **** ******.. I asked god knows how many times to make sure I wasent sold junk. I’m the main traveller in the family for my life. My demand for a good vehicle was necessary and my needs were met by my sales advisor 

• Initial Complaint

  29/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 16, I went to Honda Moncton for an error message on the dashboard and vibrations in the engine. According to the diagnosis of Mr ******* ******, cylinder 5 is not working and the PCM must be replaced which costs $1800 before tax. The mechanic confirmed with certainty that the PCM needed to be replaced, so I agreed to order it and paid $400 for the diagnosis. On November 22 I returned to replace the PCM, Mr **** ********* confirmed to me that replacing the PCM would solve the problem. Once the PCM is replaced, the car remains with exactly the same problem, same error message on the dashboard, same engine vibration, cylinder 5 does not work. I ask Mr. **** ********* to return my PCM, he refuses and forces me to pay the $1800 for the new PCM which did not resolve any problems. I was forced to pay $1800 to get my car back. Is it possible to give me my PCM and reimburse me the $1800?

  

  Business response

  30/11/2023

  Good Day Mr ******,
  
  While I can understand your frustrated that the repair performed did not rectify all issues with your vehicle I do not agree that you were charged $1800 for nothing.
  
  The course of events that took place  was that your vehicle came in originally with flashing engine light, that was misfiring on cylinder 5.  Our technician checked for spark and found no spark at that cylinder.  The technician then swapped ignition coils with another cylinder and had same result. The technician checked for signal from engine computer to coil and found that it had no signal to coil as well as a code for the coil circuit was set in the codes.  Further inspection revealed that the driver in the computer that controls the coil was bad and the computer would need to be replaced to correct.  You were charged the basic diagnostic fee of $118.88 and left. You then came back a month later with a used computer to install and it was not the correct one and would not work. The technician had about an hour into swapping and realized it would not work for the vehicle you were not charged for that time. (Although could have and would have been at most shops) You then decided to order a new PCM from Honda and once arrived our technician installed the PCM.   The technician confirmed the coil circuit was now working as the code for the coil circuit was gone.  He then ran the engine and confirmed operation but found the vehicle still had a rough running engine and further checked into a mechanical issue that would need further inspection.    Without knowing how long you have been running the engine without a spark on that cylinder before we looked at it and only coming back a month and 600 kms later, you likely caused some damage to the cylinder from running that long.   As per the owner’s manual if the engine light is flashing in your vehicle do not drive the vehicle, pull over and have it towed in.  You drove a considerable amount with the light flashing and caused further issues with engine.  As advised we would need to tear down engine to further diagnosis.  
  
  Unfortunately for that reason we will not be providing any refund or compensation for the work completed by our technician.
  
  Thank you

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In October 2022 on the date of the 7th, I had purchased a certified preowned Red 2020 ***** civic si for the amount totally $44,000. The first week I had owned a vehicle it was returned to service stated there was a clutch issue. I have had a few ***** techs tell me there is no issue, however, it is easily replicated. When you rev the car to 4000rpm, you hear a loud buzzing and vibration noise through the car. The gears also lock out randomly and prevents you from shifting into 1st and 2nd. One of your techs had stated on a recent diagnosis that no fault is found nor was he or she able to replicate the issue. Second issue: tires were not replaced before receiving the vehicle. I was told by one of your employees (Raphael) who sold the car to me that there was a nail in one of the tires and that the tires were being replaced new. However, upon having the tires installed May 8th, the tire shop noticed that not only one tire was plugged, though two tires have been plugged. The tires were quickly plugged and not properly patched. This not only raises concerns about a potential blow out but what could have happened. I was previously under the pretense that all the tires were replaced as new. I had submitted a warranty claim which no longer covers the tires as they were plugged, that's what the manufacturer said. Also, the contract says I received the car at 31,xxxkm, however, I actually only had the car when it was 33,xxxkm. I feel like there was a mistake on that paperwork as well. It would had been detected if I had been in the car prior to signing and able to verify the odometer.

  

  Business response

  15/05/2023

  Hello Mr ****,

  We had previously spoke about the issues you mention in your complaint at length. As I informed you at that time we will be performing any further diagnostic on the vehicle transmission as you have had multiple different licensed ***** technicians at different ***** Dealerships explain they could not find any issue with the transmission or any reason to take it apart. We trust in our mechanics and their training that there is no issue with the vehicle transmission, I cannot speak to other ***** Dealers Mechanics but I would imagine their Dealerships feel the same or they would not be employed as Mechanics there.
  
  As for the complaint about the tires on the vehicle at delivery, as per ***** Canada’s 120 Point Mechanical Certified Inspection our obligation is to make sure the tire tread depth is measuring at 5 or above to pass and the correct size and load rating is on all 4 tires. If there is a nail in one tire there is no need to replace all 4 tires and if the hole is patchable then that is common practice to plug the hole which was performed at the time and reperformed at a later date when a concern of a noise was coming from that patch. No further action needs to be taken as all 4 tires are safe to drive on while patched. The warranty claim you are trying to put through on the patched tires would not have been approved as the manufacturers directive when a tire has a nail is to patch the hole if possible and if not then they cover replacement where the hole was patchable meaning they would have only covered this for you.

  As for the KM at delivery this was a clerical error as at the time we would be doing appraisals for customers months before their new vehicle would arrive for delivery. It should have been updated on the paperwork once the vehicle was taken into our possession as it simply reflected the KM at the time of the appraisal rather than the trade in. We are happy to amend a bill of sale for you to show the correct KM being slightly under 34,000km at time of delivery. 
  
  Thank you,

  Customer response

  15/05/2023

   I am rejecting this response because:
  
  The tires are not safe to drive on, when I received the vehicle I didn't know what to expect from low profile tires or a sportier car. When you try to accelerate or pass, the car pulls. The alignment has been done while in my possession and will continue to be done frequently. The tires when they came off the car, the inner side of the tires were shredded which i feel like is the reason for the pull and drift while driving. Should the tires be shredded from excessive toe out? I personally don't think so and do not believe all 4 tires would wear from toe out over 10,000km if the alignment was good at before leaving the dealership. Not to mention, that only 3 months later, all 4 wheels are affected by toe out. 

  And as you stated above about the transmission, so you are willing to look after the transmission or you are not? It was a contradiction and would like clarification if possible. 

  Regarding the documents about the km that was not up to date on paper, that would be greatly appreciated if it could be updated. 

• Initial Complaint

  25/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is my experience with Moncton Honda while purchasing my used2017 ****** Tacoma that has led to this complaint. I purchased this vehicle from Moncton Honda on Monday December 12th and dealt with Salesman **** ****** at a purchase price of $34,988. The experience was good however he didn’t take much time to go over the features of the vehicle and in the excitement of buying this truck I drove off. While driving this truck for 2 and a half weeks I noticed that the driver’s side blind spot monitor has not worked since I purchased the truck. On December 29 I messaged the salesman to notify him of the issue mentioning that this should be covered under the Consumer Product Warranty and Liability Act. He said he would contact the service department and they would be in touch with me. Moncton Honda was able to look at the truck on January 5, 2023. While talking to the Service Advisor he told me that there was a code in the computers history that the BSM (blind spot monitor) system had a fault and was silenced. While there they told me that they didn’t have the equipment to test or calibrate the sensor if it was out of alignment. They said to book an appointment at ****** so they could diagnose the problem. I made an appointment with ****** for January 17 them for them to look at the issue and provide their findings to myself and Moncton Honda. They did their diagnoses and discovered that the sensor was not working, and that moisture had gotten into the wiring harness and there was significant corrosion there. They also seen the history of the code error for the sensor that was silenced. In fixing this repair they would have to replace the broken sensor as well as the other sensor as they must be replaced in pairs to properly work together. They would also have to replace the corroded wiring harness as well to make this repair complete. ****** quoted the repair plus aiming the sensors correctly and provided myself and Moncton Honda a copy of the quote. The quote was for approximately $3300.00 to preform this repair correctly. I waited to hear from Moncton Honda for a response but finally contacted my salesman for an update. He informed me that Moncton Honda will not be covering the cost of the repair. I instructed the salesman to get his manager to send me an email regarding this issue and including a statement that they were not covering this repair. I paid $35,000 for a truck that was sold to me with a faulty SAFTEY feature on the vehicle. This should fall under the “Consumer Product Warranty and Liability Act” – This act protects consumers against goods that fall short of reasonable expectations and is enforced through the courts. This dealership should be responsible for the repair and some sort of compensation for this issue. They sold me a vehicle that had a faulty SAFTEY feature, and this issue needs to be resolved. I have email thread conversations with ****** ******** that I will forward via email. Sincerely, ***** ********

  

  Business response

  26/01/2023

  As a response previously sent to Mr ********:

  Thank you for reaching out with a record of your experience thus far with your recent purchase of the 2017 ****** Tacoma. I’m sorry to hear you are experiencing issues so soon after purchase. 

  Our responsibility as a dealer when selling a pre-owned vehicle is to perform a Motor Vehicle Inspection to make sure the vehicle passes all government recommended safety standards. This was performed on this vehicle and there is no part of the requirements that has us to check the Blind Spot Warning Sensors or the Wiring Harness in this inspection. As you mentioned the light for the Blind Spot Warning was not on when you took delivery of the vehicle. It had never been on since our possession from the previous owner and therefore we could not have known of this issue.  Mr. ******** refers to the implied warranty provided by the Consumer Product Warranty and Liability Act, but the extent of this warranty varies with the vendor’s representations (Section 10 of the Act). We did not advertise this feature or explicitly tell Mr. ******** that there were no issues with the Blind Spot Warning system, therefore the implied warranty does not cover the Blind Spot Warning system on a 2017 vehicle sold in 2023. 

  This is a pre-owned vehicle and unfortunately you did not purchase any type of extended warranty coverage when offered by your Finance Specialist Hajar.(as per the attached waiver form) These products are offered to assist with unforeseen repairs such as this occurring. However, as per our in house Moncton Honda Advantage contract we do offer a 90 day labour free Mechanical warranty. See attached PDF for the details including that it is for 3 months or 3,000km and that we cover labour cost of repairs up to a maximum of $1000. Although it states we do not cover diagnostic costs for repairs we did indeed cover the cost for you at ******. Moving forward we are willing to honor this warranty for labour costs for the attached quote from ****** all other expenses will be upon the purchaser for repairs.

  Please advise if you would like to complete the repair as it must be completed through our shop as per the warranty details.

  Thank you,

  

  Business response

  27/01/2023

  Good Day Mr ********,

   

  We are sorry to hear you are not happy with our response and offer to cover the labour repair. However, we will not be offering anything further as per our last response

   

  Thank you,

   

   

  Customer response

  27/01/2023

   I reject this response and will see you in small claims court.
  
  
  

• Initial Complaint

  21/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contacted Moncton Honda regarding an issue with bumper on 2018 Honda Civic SI. Bumper was loose at the top drivers side and inquired to have this repaired. Moncton Honda removed bumper and accused myself of having third party work done to it as they reported there appeared to be silicon or resin used on it. However as I pointed out Moncton Honda has been the only dealership to service this car and this car has never been involved in an accident. Moncton Honda had been the only ones to ever remove this bumper when completing a recall on the air conditioning system. Contacted General Manager and Service Manager. Car has been in since a number of times and they have removed the bumper each time. Moncton Honda installed a new part however there appears to be clips damaged on the bumper as it does not hold in place correctly. The bumper is now more loose then when first taken in. The general manager informed me she would take care of this issue when I first discussed but haven't heard from her since. Left a message for service manager that went unreturned.

  

  Business response

  25/07/2022

  Good Day,

  We have been actively working to assist this customer with their bumper complaint. Upon first inspection of the bumper our Shop Foreman noted that there was some kind of what appeared to be silicone/glue on the bumper piece typically seen from Body Shop repairs, along with some sanding on the piece . (see attached photos) At which time he notified the customer to which they stated they had not brought their vehicle anywhere but to Moncton Honda, we notified them we do not carry that or use that in our shop or perform any sanding on vehicle parts.

  After the customer spoke with the GM she agreed to have the clip replaced that were broken (see photo attached) as the Shop Foreman stated this would help the bumper fit properly again, as with this piece having cracks and silicone on it wasn't allowing for a proper fit. The appointment was booked and completed by our Shop Foreman who as per photo attached had the bumper fitting properly again. However upon pickup of the vehicle the customer noticed there was some movement by the light, which clips to the fender and does not come off when removing the bumper. We agreed to order this part in to be replaced for the customer. The part is now in stock and the customer has been notified we will replace this to help any movement in that area. They have an appointment booked for next week. 

  The customer left a voicemail at 5:36PM for the GM who was out of the office and responded to the customer the following day after following up with staff involved. 

  This will be the final action we take to assist the customer with their complaint.

  Thank you.

   

  

  Business response

  02/08/2022

  Good Day,

  
  As stated and with the photos provided previously the vehicle had damage to the bumper clips and there had been an attempt to repair the bumper by a third party other than Moncton Honda. We do not take any responsibility for attempting to repair the bumper as had we damaged it we would have repaired the bumper properly by replacing parts and notifying the customer, not by attempting to mold it back together by sanding and gluing it (neither service has ever been performed at our establishment). We will not be taking any further action to assist this customer other than replacing the light which has been ordered in for the customer. We have already attempted multiple times to repair the issue, that was not caused by our shop in an attempt to show good faith and customer service to the customer at no charge. If the customer wishes to have any further work done on the bumper they are welcome to attempt so but there will be a charge for the labour time required by our technicians after this light installation.

   

  Thank you

   

   

  Customer response

  04/08/2022

   I am rejecting this response because:
  

  The only time the bumper has ever been removed was to replace the condenser; this work was performed by the Moncton Honda dealership as they informed me this was a necessary replacement and would be done free under a recall.
  

  In researching online, I now know that to perform the recall replacement, the technician was required to remove the front bumper of my vehicle. This leaves no doubt as to what occurred. The bumper was removed to perform the service and as a result the clips that hold the bumper in place were damaged. Moncton Honda’s technician covered up the damage by gluing the bumper back in place so as to avoid the need to replace the part and admit fault.  I am a very reasonable person and would have completely accepted that “these things happen” and worked with them to have the issue resolved in a professional manner.  However, I continue to be accused of lying and I find this highly unprofessional.

  Instead of throwing wild accusations that it has been 6 months since the work was performed and so it must be my fault, they should have used a bit of critical thinking.  The reason why I (the customer) never noticed the problem until recently was because the glue their technician used to cover up the problem worked to hold the part in place as the work was performed during the cold season. However, with the wave of hot days recently the glue used failed; this is when I noticed the issue and brought it to the attention of Moncton Honda. Simple logic, something that seems to escape those at Moncton Honda accusing me of lying. 

*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. ↩