Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was sold with positive equity, yet I still have to wait from today, 11-15-2024, to receive my check, while they already have my vehicle up for sale to make a profit. It's frustrating that I have to wait from 10-25-2024 to possibly 12-16-2024 for them to get the physical title, especially when titles can be transferred electronically. Sales Manager ***** informed me today that they have to have a physical title in hand to pay mea title they have to request and have yet to do as of 11-15-2024 because I left the dealership unsatisfied after paying for a ride to get there, and the lien was released on 11-9-2024 from HONDA FINANCIAL. I've been using Lyft and **** , Everyone lies when asked about specific people, especially the General Manager.They have kept my car for nearly a month without paying me. Since being sold on 10-25-2024, not one associate has called me to provide an update, not even the sales associate I worked with, ******* "DJ." Ive been doing all the work myself. **************************, my loan provider, informed me that the dealership signed their check to pay off my loan on 10-29-2024. They waited an additional eight days to mail the check, which was sent via certified mail on 11-6-2024, and the loan was fully paid off by 11-9-2024.I called ***** **** on the 9th to confirm the **** REMOVAL, which he said he was waiting for to issue my check. He then claimed they were waiting for the lien to be released from the title, which could take an additional 20 days from 11-9-2024. On 11-11-2024, after contacting Honda Financial myself, they released the lien, which takes 24 hours, according to the agent. I informed ***** ****, and he said he would keep watch. Now it's 11-15-2024, and I'm still waiting for my So, I have to wait until Monday, 11-19-2024, for someone to request the physical title from the **** which could take an additional 2-4 weeks for delivery. My check date is expected between 12-2 and 12-16-2024 from originally 10-25-2024. More to add..

  

  Business response

  12/05/2024

  I am sorry for any miscommunication Mr. ****** but I have never spoken with you. My name is ******* ****** *** and I am the General Manager. Upon my investigation I found that we had an issue obtaining a payoff due to the account being a few months behind. We are very sorry for any inconveniences. I also verified customer has received payment before expected dates. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ran my credit 4xs all hard inquiries, after the sales manager stated he would do a soft credit check i told him i had all credit info on my phone and that it didn't need to be done, i was told that mine wasnt right ..it was right enough to let me know they ran my credit4xs while i was there waiting to have my oil changed, spoke to the sales manager right there and he said nothing just looked shocked,also tried to pressure me into trading my car for something 2xs more than my 2021 honda which was crazy simply because last month i was told it couldn't be traded because of the emissions light being on. which I took it to them, to get a diagnostic ran last month or so. all warning lights are on paid 170 for diagnostic was told turbocharger underboost was okay even tho it thru the code out for it...now I'm being told it may be my catalytic converter, in which I'll have to pay 400 + just to check it an the wiring.spoke with someone about this and was told they would have to run diagnostic on every light that's on which is just crazy, why wasn't that done with the first diagnostic test.also was told I needed rear breaks last month, went in yesterday only to learn I didn't need any breaks but whenever i back up they scrub loudly,, I'm paying for an extended warranty that had the same mileage as the warranty from honda at the time I got the car in nov.of 2021 so that was a rip both expired is what i was told why am i still paying for the extended warranty?I was told they couldn't tell me who the extended warranty came from.I tried to be nice about everything but once I started looking back over my records I really feel like I have been played with on multiple visits. Several other issues also

  

  Business response

  08/09/2024

  My name is ******************************* General Manager of Sons Honda and I will be more than happy to sit down with you and the Sales Manager involved to go over any questions you may have in reference to your vehicle. Just let me know a day and time that is convenient for you. If a direct call is needed I can be reached at *********************. Thanks and have a good day.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I brought my 2019 Honda Pilot to Son's Honda in *********, ** for service diagnosis on Monday July 9th, 2024. Son's Honda confirmed the diagnosis as a defective " Torque converter ", causing vehicle to judger. Recommendation from Honda, replace the Torque converter, $4,700. Honda currently has a recall for ********* vehicles of same make, models and transmission issues with defective problem with Torque converter. I was advised by the Honda service manager to contact Honda Corporate customer service ( assigned case # ********* for financial assistance since this is a on-going quality part defect issue. Honda denied my request for assistance due to I wasn't the original owner of the vehicle. I purchased the vehicle with around ****** miles and it currently has ****** miles. Even the mechanic acknowledge he has seen this issue before and was able to quickly diagnose the problem as a defective Torque Converter. I am disappointed with Honda's decision to denied financial assistance, specially considering the ongoing issues with Honda transmissions as evidenced by the current recall for ********* vehicles. I would greatly appreciate your feedback, assistance, and support in resolving this matter with Honda. Thank you for your attention to this issue.

  

  Business response

  08/07/2024

  After investigating this complaint it was found that this 2019 Pilot is not listed on any recall issued by American Honda. Unfortunately, I am not in control of American Honda's response to financial assistance but if you have the work done at Sons Honda I can help with discount pricing on the repairs. Thank you and have a good day.

  Customer response

  08/07/2024

  Sons Honda, thank you for your response and offering to adjust the price of the repairs. Sons Honda quoted me $4700 to replace the Torque converter, what would be the offered discount if completed at Sons Honda? 

  BBB 

  Can this same written complaint be sent to American Honda? I had previously written American Honda and was assigned  case # ********. I would like to have my written complaint forwarded to  American Honda , can this be done if Sons Honda is not responsible for the financial assistance or responsible for my current complaint? 

  

  Business response

  08/16/2024

  If you have the work done at Sons Honda my discount will save you an additional $883 off your original quote of $4700. So that will be $3817 plus tax/fees.

  Customer response

  08/20/2024

  I don't accept this offer from Honda. I unfortunately have to pay to have my car repaired for a known Honda defective Torque Converter. Why else would you have a recall for ********* Honda vehicles with same diagnosis?

  Question for Honda: What happens when " not if" a recall on my 2019 Honda Pilot is issued. Will I get reimbursed for my unnecessary personal expenses?

  I need to have my car fixed and will have it done at a more reasonable price based on multiple estimates I have received from reputable businesses. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2024 Honda Accord Touring Hybrid on Oct 3, 2023. The car has about 4-5 drive modes. The car drove like butter when I first purchased it. A very smooth ride. I went into Son's Honda dealership The same place where I purchased thr vehicle for the very first oil change around December 2023 or January 2024. The service advisor recommended having my tires rotated. I agreed. After the tire rotation the car drove very rough and felt like I was driving over gravel on every trip. I returned to the dealership and spoke with ***** the service manager. He drove the car and didn't find an issue, we'll this is because he doesn't know what the car drove like on Oct 3, 2024 the day I purchased it. He only experienced what it was like to drive it after the tires had been rotated. I emailed ***** a few days after the tire rotation and told him what I was experiencing. He recommended a balance and I paid for the balance. Now, I am requesting a refund of the balance because I know they are not going to exchange the entire vehicle because of all the issues I have experienced since the tired were rotated. I can not use all drive modes because it still feels like I'm driving over gravel. It's not a smooth ride like it was prior to the tires being rotated. In normal and other drive modes the battery that operates the hybrid portion is a very rough and vibrational take off in which it is suppose to be smooth. This has been a nightmare since having tires rotated. I recall as I was waiting on having the oil changed I heard a customer in the customer lounge tell her service advisor don't touch my tires; last time yall touched my tires and my car hasn't drove the same since. Now, I know exactly what this customer was talking about. I would like a REFUND of the nearly $200 I spent on the balance so I can go to another Honda dealership and have my tires put back to the original position they were in when the car was purchased and pay for the balance and mounting at another dealer.

  

  Business response

  04/23/2024

  Our Service Manager reached out to the customer and refunded the customer and set up an appointment to go over and do our best to handle her concerns. Sorry for any inconvenience this may have caused and thank you for the opportunity to correct it.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sons Honda, In ********* GA.I Took My Vehicle To Sons Honda To Have ************* Changed.Upon Arriving, I Spoke With A Service **** ***** *******, His Tone And Demeanor Was Quite Unprofessional Initially.I Left My Vehicle There, And After After Heading Back Home And Waiting For Approx An Hour And A Half, I Phoned And Spoke To *******, That Told Me My Vehicle Would Not Be Ready For Another Hour Or Two, And This Is What He Told Me!!I Expressed That I Would Be Returning For My Vehicle.Upon Returning I Spoke With *******(Manager), That Went To The Back, Brought My Vehicle Around And Said It Was Ready!I Was Charged Approx $90 *************** By *******, And at That Point I Left.When Arriving Home, I Decided To ************* In My Vehicle, ***************** Was Never Changed.******************* To The Back, Pulled My Vehicle **************** Line, Knowing ************ Was Never Changed, Changed The Sticker On Windshield ************** Change, And ********************* Vehicle Back To Honda, And A Service Mechanic Was Heard Saying He Saw The Vehicle ************** Line, But Vehicle Was Never Worked On!SONS HONDA IN ********* GA!!How Many Individuals Have Taken Their Vehicle To ********** Change, And It Was Never Done, Because Of Individuals Like *******!!This Was An Intentional Situation!!******* Does Not Have The Maturity, Or Characteristics To Be A Manager!!Sons Honda, In ********* Georgia Has Lost A Customer, That Has Been There For Over Twelve Years!My Friends And Family That Take Their Vehicle There Will All Be Told What Happened, And What ******* Has Done!!This Is An Utmost Shame For Sons Honda Having Someone Like *******, And ******* Working There!! ( Funds Were Refunded)

  

  Business response

  04/15/2024

  We sincerely apologize to the customer for the miscommunication within our ******************* We immediately made sure the work was done and we refunded his money for the service. Again we sincerely apologize for this and hope that you will give us another opportunity in the future to show why you continued to come here for 12 years prior to this miscommunication.

  Customer response

  04/16/2024

  ******* Intentionally Did Not Have My Oil Changed!! Please, Do Not Refer To This Situation As A Miscommunication!! This Is The Employees Personality, In Trying to Shorthand Work And Get Back At Customers For Doing Nothing Wrong!! THIS WILL HAPPEN TO OTHER CUSTOMERS, AND I AM SURE IT HAS BEEN DONE BEFORE!!

  REST ASSURED, ******* IS NOT CUSTOMER SERVICE ALIGNED !!

  SHE IS NOT!!!

  

  Business response

  04/23/2024

  Thank you for voicing your concerns and they will be addressed. Again, sorry for any inconvenience this may have caused.

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2020 Honda Accord in because I noticed noise from my passenger side rear end. I came in on 3/30/2024 and was told I needed new rotors and brakes on the rear driver and passenger side. It took 2 hours and I paid $680, I left and went home. Later that night I left again and noticed a rattling and scrubbing noise but couldnt figure out where the noise was coming from. Unfortunately the next day would be Sunday so I was unable to take the car in. Today as Im on the way home I attempted to stop at a stop sign and my brake petal goes all the way to the floor almost causing an accident. I was able to pull over and take a look. My entire brake assembly is off the rotor!! My car is sitting in my drive way and Im unable to safely drive my vehicle anywhere at the moment. I should not have to pay to have my car towed to the dealership, I have to take off of work and figure out how to get my car back to Honda and get this fixed. I should also be refunded for this inconvenience and for almost being in an accident for the negligence of whomever worked on my vehicle. I need someone to call me first thing in the morning and have a tow truck sent to me asap. This is ridiculous and unacceptable!! I couldve lost my life because of this HUGE mess up.

  

  Business response

  04/08/2024

  Our Service Manager has spoken with and taken care of any issues the customer might have had. The customer was refunded and the vehicle repaired. If there are any other concerns please don't hesitate to reach out to us.

  Customer response

  04/08/2024

   
  Complaint: 21511387
  
  I am rejecting this response because, I do not feel that this was sufficient enough efforts considering my life was in danger the entire time. If my brakes would have failed while riding on the highway at those speeds, more than likely I wouldn't even be here typing this. Somebody else could have been killed due to not being able to stop on time. I demand, if not already done, that the technician be fired to ensure this doesn't happen to anybody else. Also I would like for the manager to be investigated to ensure that anybody working for him is not just getting a slap on the wrist for things of this magnitude.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/16/2024

  I want to apologize for any problems caused by Sons Honda. We spoke with the customer and refunded all monies paid as well as offered future at no cost. We handle all disciplinary actions in house and rest assured the persons involved have been disciplined. Thanks for the opportunity.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2023 my husband was looking for a used car. We found one he loved at Sons Honda. He wasnt sure he wanted to spend that much, but the salesman convinced him hed found the perfect car- a *** ***** with only ****** miles. *** salesman touted its still under factory warranty!, and I said, oh yes, *** has that great ******* mile warranty!, and the salesman replied, well actually its only ****** miles for second owner, but still got a way to go to get to ******. It was not a misspeak. He brought up the warranty in the first place. He reiterated that it was under warranty when he corrected me about the mileage. BUT I found out today, 10 months later, that the warranty actually expired in 2022, a year before we bought it. *** wont do anything about their $****** hunk of junk, and Sons Honda will look at it to see if theres anything they can do if I pay to have it towed there. Im not paying to tow the car over an hour away.

  

  Business response

  04/17/2024

  While researching the sale I verified the customer purchased a 2017 vehicle in May of 2023 with low miles but with no remaining factory warranty. *** standard warranty is 5yrs or ****** whichever comes first. The customer also had the opportunity to purchase extended coverages but offers were declined. We will also extend discounted pricing on repairs in order to help if needed.

  Customer response

  04/23/2024

   
  Complaint: 21498941
  
  I am rejecting this response because:
  
  

  The response was inaccurate in the first place because the salesman said to me and my husband that as the second owner wed have the ****** mile Kia ******* warranty. He never mentioned anything about paying for additional coverage, to me or my husband. That was a flat out lie. Its my understanding that the salesman has left the company now, but the guy that sold us the car lied to us about several things to sell us the car. When I called the dealership upset about the situation, no one offered any help- I was told we dont lie to sell cars there mustve been a misunderstanding on your part, no mention of offering to look into the cars issues. After reading the companys reply here, my husband went into the dealership to ask if the offer was serious and let them know the car was sitting in their Kia **** next door. The guy called the manager on the phone, he said the offer was real and hed call Monday to work out the details and figure out what theyd help with. He didnt call Monday, so my husband called today (Tuesday) and the manager told him Ill call you back by the end of the day today but never called. Please call my husband back if youre seriously trying to make this right. Because even after we paid $1600 out of pocket Friday to your *********************** the oil light came back on today. The car is garbage and should have never been sold.

  
  Sincerely,
  
  *********************************

  

  Business response

  04/29/2024

  We spoke with the customer and were able to help on the repair bill. Thanks again for the opportunity.

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my Honda, Accord brand new in 2016. I have only taken my car to this dealership for maintenance. I have spent thousands of dollars purchasing and maintaining my vehicle. There have been several times that the service department recommended maintenance that was already completed. I usually respectfully decline and inform them the date that the service was completed. In August, ************** the manager of the service department agreed to install taillights on my vehicle that I purchased from Amazon. I thought everything was okay until noticed that the bumper had spacing. I took it to the autobody shop and they informed me that it was **************** parts that I had purchased that was causing the spacing. I went directly to Sons Honda and I talked to ***************************** the assistant service manager. Once again she recommend service that I had completed on a previous visit but stated that she could repair the broken brackets on my bumper . When I returned to pick up the vehicle , it was clearly not repaired. She begin lying stating that my bumper was hanging off my vehicle. She also stated that it looked like I had an accident. The vehicle was not repaired. I have never had an accident involving my rear bumper. She also implied that I wanted free stuff because I am African American. She kept insisting that I pay to install a new water pump. I explained to her that my water pump was installed at 114,00 miles and my vehicle had *******. I explained to her that water pump should be installed every ******* miles. ** this point, She became rude and disrespectful with me and wrote notes on the bill that were clearly lies. She also kept insisting I needed to pay more for service at the dealership. I have spent a great deal of money at Son's Honda. I do not want anything for free, but the corrupt business practice of of this dealership's service department is appalling.

  

  Business response

  01/08/2024

  I want to take this time to apologize to **************** for anything done that offended her. It is not our intention to offend or upset our customers. My name is ******************************* and I am the ** here at Sons Honda and I would like the opportunity to speak with **************** if possible. I can be reached at ********************. Thanks in advance.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2023 Honda Odyssey Sport in late May 2023. It was an out of state purchase. Their third party organization did not do our tag and title paperwork. The office retrieved the paperwork and overnighted it to the wrong *** location and now my tag and title and registration of the vehicle is potentially lost in interoffice mail. In the last 5 months they have continued to send temporary tags so I could keep driving, but now I just need them to give me the tracking number of the paperwork they mailed but I get no information. I just need them to resend the paperwork so that I can properly transfer my tag to this vehicle and be a law abiding citizen. I have been working with them but 5 months is just too long. I cannot get the title to my vehicle that I have since paid off because the title goes through the *** and it is not in the South Carolina *** system. It has been 5 weeks since they mailed my vehicle registration info to the wrong *** in south carolina. All I want is for the situation to be resolved and to warn others not to buy here if they are out of state.

  

  Business response

  11/13/2023

  I want to apologize for the delay. We have completed the necessary paperwork for our customer to get their tag. We have also reached out to the customer in reference to the tag.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2018 Honda Accord in for a recall of the seatbelts. I was given a shuttle ride back home. I was told that the seatbelt parts had to be ordered based on my VIN #. Seat belt parts were ordered. They hit me up with car repair recommendations totaling ******. I asked about checking my Freon level; was told that diagnostic test cost ******??? Communication was with ****** via text messages and then all of a sudden the communication stopped. I called the next day, spoke to someone who advised ****** had the day off. This person stated he could help me. I asked about the Freon diagnostic fee....The answer I got sounded made up....very shady. I asked was my car ready for pick up and was told it was not finished; would be ready the next day which would mean a 3 day job.I got a phone call and was told my car would be ready by 6pm; someone would pick me up via shuttle.At 5:45pm, I became concerned so I called and was told the shuttle stops at 4:30pm. The person said so you really need a ride??????? You do not have a way to pick up your car???????? Ummmmmm No......I said I was told that someone would pick me up. I was picked up and taken to the shop. As I was getting in my car I noticed scratches on the front side of the car that were not there before. I got a strange feeling. I drove off the lot but something was nagging my spirit. I pulled over at BJ's, walked around my car and noticed several nicks and dings all around my car, like they dug into the paint down to the metal (like small pressure points) here and there. I knew what my gut was telling me.... And of course you were going to deny all of it.....Call me so we can look at the sooooo very detailed date and time stamped pictures that you took of my car. The damage was not there.They did just enough damage to try and make you think you are crazy....Small nicks down to the paint on my front bumper, car door hinge, some nicks to hood, trunk landing, and my back bumper-they got it good.

  

  Business response

  06/21/2023

  We have reached out to ************** in reference to her concerns. We asked ************** to bring the vehicle to the dealership so we can take a look at her concerns. Our process is to take pictures of the vehicle before we work on it so we have pictures showing no damage. We have forwarded these picture to ************** as well. If we can be of any further assistance please don't hesitate to reach out.

  Customer response

  06/23/2023

   
  Complaint: 20168443
  
  I am rejecting this response because: FYI: I could not attach my pdf picture files due to the system stating they are too large (not sure how to fix that). I emailed several pictures to Son's Honda showing the damage done to my car when it was in their possession and I was advised that the pictures they took of my vehicle do not reflect any damage. The pictures taken by Son's Honda have a glossed over blurry look/finish that hides any and all details of the car. The pictures taken by Son's Honda give the illusion of a shiny, glossy new showroom car. If the pictures taken by Son's Honda are enlarged, the blurry/fuzzy/hazzy effect increases. This is obviously done as a means of company protection in order to negate any type of liability or accountability as it relates to the customers property. Some of the pictures cut off specific areas (cropped) that I mentioned regarding damage and I am not sure why because again they are pushing a fairy tale effect in the pictures they took of my vehicle. I have reached out to Son's Honda asking if I can bring my car in on tomorrow, Saturday, June 24 @ 3pm to discuss the damage. I am waiting to hear back from them. 
  
  Sincerely,
  
  *************************

  

  Business response

  06/23/2023

  The Service Manager is ************************************ and he will be waiting for you on 6/24/2023 @ 3pm. 

  Customer response

  06/23/2023

   
  Complaint: 20168443
  
  I am rejecting this response because: ****************** said he could not meet with me on 6/24/23 at 3pm. We agreed to meet on Monday, June 26th @ 11am so that is what I planned for. I have already made plans for Saturday. Please advise.
  
  Sincerely,
  
  *************************

*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. ↩