Complaints

• Initial Complaint

  12/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Came into dealership 12/18/2024 to purchase a vehicle. Was promised verbally and in writing a price of vehicle and discounts. Was promised my credit would only have a soft pull not a hard pull. Asked multiple times and specifically told car salesman that we did not want a hard credit pull. He assured me it would only be a soft pull. Manger became very aggressive and rude when confronted about his salesman lying to us multiple times. He didnt assure us or attempt to resolve our situation with the salesman.

  Business response

  12/19/2024

  I have spoken to customer. I offered to honor price/payment that our salesperson promised. I also contacted the ************* to remove the inquiry from their credit report.

  Thank You,

  **** *****

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9/25/23 Date of incident. Took my vehicle to get windshield repair. Third party (contracted by Honda) installed the windshield. Lake Elsinore Honda was supposed to calibrate the vehicle upon completion of windshield install. They claimed that the third party who is Lake Elsinore Central Auto Glass performed the calibration. I paid Lake Elsinore Honda to do the calibration, they lied to me stating that the calibration was done. I trusted them and drove my vehicle for a few days until I started getting alerts on my vehicle. I took my vehicle back to the dealership on 9/29/23 and informed them of the issues. They told me that it was probably because the calibration was not completed correctly. I had a feeling that the calibration was not done. I did not authorize for a third party to do the calibration. I paid Honda to do it and they didn't do it. On 10/3/23 the warnings on the vehicle came back, this time everything lit up. It returned numerous erroneous codes. Once I spoke to the manager it was discovered that the vehicle was not calibrated. They lied to me since the beginning, the service tech told me that the auto glass shop had done the calibration. I went directly to the auto glass shop and they confirmed that they only did the install. ***************************** continued to lie to me and said that the calibration was done, he gave me back my vehicle without it being calibrated. Lied and was dishonest about it. I drove my vehicle like this without my knowledge and all the dangerous it could have caused all because I paid for a service that was not done, and the service tech lied that it was done. I asked to speak to the manager numerous times and he was never available, nor did he return my phone calls. They knew they committed a mistake and did not own up to it. They always gave me the run around on the issue. Not trust worthy and very lack of communication. They are not honest about their work performed.

  Business response

  11/14/2023

  Response to ********

  Customer response

  11/20/2023

   I am rejecting this response because:
  *********************
  BBB # ********
  As stated by Lake Elsinore Honda on 9/26/23 Central Auto Glass and Tinting was contracted to do the installation of the windshield only. Lake Elsinore Honda was responsible for calibrating the vehicle after the windshield installation. I paid $555 for the service of calibration to Lake Elsinore Honda. Calibration is required each time a windshield is replaced on the vehicle according to Honda standards. If the calibration is not done, as stated per *** and ****, the vehicle will start displaying error warnings on dash. When I picked up my on 9/26/23 vehicle *********************************************** Advisor stated that Central Auto Glass and Tinting performed the calibration. I questioned why the third party did the calibration as that is not what I agreed to. I paid Lake Elsinore Honda to perform this service. Upon my visit to Central Auto Glass and Tinting, I discovered that their shop did not perform the calibration. They were only contracted/paid to do the windshield installation. (See receipt attached in the amount of $289). The receipt states, Labor only front windshield When I went back to Lake Elsinore Honda ****, assured me that the auto glass shop had done the calibration. At this point my vehicle was not calibrated.
                  I contacted **** and advised him that warning errors appeared on my dashboard. (See attached) These warning errors were due to non-calibration of cameras. I spoke to *******************, service manager at LE Honda, he stated that after reviewing with his service technician,my vehicle was not calibrated. He stated that they would perform the calibration. It was not of a goodwill but rather a service that I paid for. He discovered it was their wrongdoing in not calibrating the vehicle when they received it back from Central Auto Glass and Tinting shop. I left my vehicle at Lake Elsinore Honda for the calibration and other service (not relating to this issue). Upon my return to pick up my loaner vehicle I asked to speak to ******************* service manager but was told he had gone home for the day and that he would return my call the next business day. ******************* did not call me. The next day, I went back to Lake Elsinore Honda in person to speak to *** but was told he was not in the office. I requested ***************************** to provide me with proof of services completed by Central Auto Glass and Tinting. He said he would request and get back to me. On 10/4/23 at 4:47 p.m. **** left a voicemail stating that my vehicle was ready for pick up and that he had the paperwork from Central Auto Glass and Tinting attached to the rest of my paperwork.I picked up my vehicle on 10/5/2023 1:58 p.m. The paperwork that **** promised to have for me was not there. I was informed that **** was off, and I asked to speak to *******************, but was told he was out of the office for the day. I asked the service rep to have **** and or *** call me back upon their return. They both failed to call me. I returned again on 10/6/23 to Lake Elsinore Honda, **** was there and when I asked him for the auto glass shop paperwork, he said he had left it there for me the day before. This was untrue as I did not receive it the previous day. He called ******************* on the phone since *** was out of the office again. *** advised him that the paperwork was on his desk. **** went to look for the paperwork and could not find it. During this time at the dealership,I asked **** again, the same question I have been asking, Who performed the calibration on my vehicle?, and his answer was the auto glass shop did. He kept lying to me and saying that it was the auto glass shop. I already had proof that the auto glass shop did not calibrate the vehicle. He was being dishonest and treated me with disrespect and a very uncaring attitude. I left without the paperwork because he could not find it. As soon as I got home, he called back and said he found it. I went back to the dealership again. It was then, that he gave me proof that the Central Auto Glass and Tinting shop did not calibrate my vehicle. Even with this proof of this he kept insisting that the auto glass shop had calibrated my vehicle. Lies, lies, and more lies. I asked to speak to *******************-Service Manager, and again he was not available to speak to me, nor did he ever contact me after this.
                  Lake Elsinore Honda and its representatives provided untrustworthy work, combined with their lack of integrity, poor customer service care and professionalism. All of this could have been avoided if they owned up to their error and offered to make things right since the beginning.They failed to address their error which resulted in a much bigger issue. They endangered my family, myself, and the lives of those on the same road with me. I will not accept their $250.00 credit for parts or service because, I will never do business with Lake Elsinore Honda again. A refund in the amount of the $555.00 calibration fee and $250.00 for my inconvenience and multiple trips to the dealership,loss of time and suffering is warranted.  I shall expect this in a form of a refund to my original form of payment via my **** Credit Card ending in **** or in the form of check made payable to myself, *********************.
  Sincerely,
  
  *********************
  
  
  
  
  

  Business response

  12/05/2023

  *******,

   

  Thank you for reviewing this case with me.  As we talked about on the conversation Lake Elsinore Honda

  would like to reopen the ref case above and to as goodwill accept the customers request of the $250.00 and the amount of $555.00 to total of 805.00.  Again we are as goodwill gesture only. 

   

  Thank you for your help,

   

  *******************

  Customer response

  12/05/2023

   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. Refund of $205 and $555 total of $805 in form of check made payable to ********************** 

*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. ↩