Complaints

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Colonial Honda of Dartmouth regarding a recent service on my 2017 Honda Pilot EXL (VIN: *****************). I was provided a quote for genuine Honda OEM parts (part number 51621-TG8-A01 for front struts) but, instead, aftermarket parts (FCS *******L) were installed without my consent.Details of the Issue:Initial Quote: I received a quote for Honda OEM struts (51621-TG8-A01) including labor cost totaling approximately $1,536.16 with taxes, clearly specifying OEM parts.Invoice and Installed Parts: ************ completion, I was billed $1,588.06, including $900 for parts and $626.50 for labor. The invoice (attached) shows aftermarket parts (FCS *******L) were installed instead of the quoted OEM parts, without informing or obtaining consent.Concerns: OEM parts meet Honda standards, and replacing them with lower-cost aftermarket parts affects quality and misrepresents the value of the service I was promised.Resolution Sought: I am seeking either a full refund of the parts/labor difference or replacement with the quoted Honda OEM parts (51621-TG8-A01) at no additional cost.Please address this matter promptly. I trusted Colonial Honda of Dartmouth for transparency, and I am disappointed by this experience.Thank you for your attention.

  

  Business response

  11/14/2024

  The Statement by the Complainant is Untrue & Inaccurate.
  He originally came into our dealership on October 29, 2024 and at his request, we provided him with a quote of $ ******** which did include OEM / Honda Parts.
  After reviewing our quote, he rejected it  and left our dealership.
  Then, several days later, he returned to our Dealership with another Quote, that he had obtained from another **************** Shop.
  He then asked if we could match or beat their quote of  $ ********.
  After reviewing this proposed outside quote, we finally agreed to match his quote, but clearly explained that we could only achieve this quote by using After-Market Parts ( NOT HONDA PARTS )& applying service coupons from our web-site to reduce the labor costs accordingly to match this outside quote.
  There is NO Doubt and / or Questions regarding this matter.
  He was absolutely aware and acknowledged, that we could only match this New/Outside Quote,  by using Aftermarket Parts ( which this new quote used as well )  & our In-House Coupons to reduce labor cost accordingly.  
  

  Customer response

  11/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [Response to Colonial Hondas Statement:
  Thank you for providing Colonial Hondas response to my complaint. I would like to address their statements and clarify the facts, supported by attached documentation. I would also like to note that the service manager involved in this matter is ******* F. *****.
  1. Misrepresentation of the Initial Quote
  Colonial Honda claims that my initial quote of $2,459.82 was for Honda OEM parts, which I allegedly rejected. However, this initial quote was for six specific Honda OEM parts along with labor costs, before applying any coupons. This is clearly indicated in the attached quote from Colonial Honda, which lists the following parts:
  51621-TG8-A01 S/ABS UNIT, L (Front Left Strut)
  51401-TG8-A01 S/ABS UNIT, R (Front Right Strut)
  51220-TZ5-A01 RUBBER, FR. (Front Rubber Component)
  51230-TZ5-A01 RUBBER, FR. (Front Rubber Component)
  51675-TZ5-A01 BEARING, FR. (Front Bearing)
  51676-TZ5-A01 BEARING, FR. (Front Bearing)
  In the final invoice, however, only two parts were installed:
  LCS/2337077L STRUT ASSY (Aftermarket Strut Assembly, not OEM)
  LCS/2337077R STRUT ASSY (Aftermarket Strut Assembly, not OEM)
  The drastic reduction from six parts to two, along with the switch to aftermarket parts without my consent, demonstrates a significant deviation from the initial agreement.
  2. Sparks Auto Repair Quote for OEM Parts
  I did seek an outside quote from Sparks Auto Repair to compare costs. The Sparks quote, which I have attached, clearly specifies OEM parts for the front struts, including the part numbers 51621-TG8-A01 (Front Left Strut) and 51401-TG8-A01 (Front Right Strut), along with labor and tax, totaling $1,403.35. This shows that I was indeed comparing OEM parts costs, not aftermarket parts as Colonial Honda claims. The dealerships assertion that the outside quote was for aftermarket parts is incorrect and misleading.
  3. Lack of Consent for Aftermarket Parts
  At no point did Colonial Honda inform me that they would be installing aftermarket parts instead of OEM parts, nor did I consent to such a substitution. If the dealership maintains that I agreed to the use of aftermarket parts, I request that they provide any documentation or written confirmation showing that I was informed about and consented to this change prior to installation. I believe this lack of transparency constitutes a misrepresentation of services.
  Conclusion
  Colonial Honda's response misrepresents the facts of the situation. The initial quote, final invoice, and Sparks Auto Repair quote collectively demonstrate that I intended to use OEM parts and that Colonial Honda did not disclose the switch to aftermarket parts. I trusted Colonial Honda, represented by Service Manager ******* F. *****, as an authorized dealer to provide transparent and reliable service, and I feel I was misled.
  Thank you for assisting me in addressing this matter. I hope to reach a fair resolution where either a partial refund is provided for the difference in parts, or the dealership installs the originally quoted OEM parts.
  Sincerely,
  Hongkang Xu]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Hongkang

   

   

  

  Business response

  11/18/2024

  Again, we stand by our initial response, WE DID NOT MATCH HIS QUOTE WITH O.E.M. PARTS, the second time he came back with ANOTHER QUOTE & ASKED US IF WE COULD MATCH THAT QUOTE. WE DID MATCH THE QUOTE, BUT CLEARLY EXPLAINED THAT WE WOULD NOT BE USING OEM PARTS. This was explained by **** *****, Service Manager.

  He asked us to match his quote from another source and we agreed, but DID EXPLAIN they would be aftermarket parts.

   

   

  Customer response

  11/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [Thank you for the dealerships reply. I would like to clarify the ongoing inaccuracies in their response, as their statements are inconsistent with the documentation and the facts of this transaction.
  1. Continued Misrepresentation of Consent
  The dealership claims that I was informed and agreed to the use of aftermarket parts. However, they have not provided any written documentation to substantiate this claim. Its standard practice for any significant change in partsespecially a change from *** to aftermarketto be clearly documented and agreed upon in writing. I did not sign or receive any acknowledgment of this change, nor was there any record indicating my agreement to use aftermarket parts instead of ***.
  Despite their insistence, the invoice and quote documentation do not show any consent from me to use aftermarket parts, indicating that the dealership's statement is inaccurate and misleading.
  2. Higher Price for Aftermarket Parts
  According to the invoice, the aftermarket parts they used are listed at a higher price than the *** parts on the original quote. This is both surprising and counterintuitive; typically, aftermarket parts are less expensive than *** parts. Given the higher price of the aftermarket parts on the invoice, it is implausible that I would have agreed to this substitution if I had been fully informed beforehand.
  The dealership's claim that I agreed to use aftermarket parts to match a lower quote is therefore not credible. The documentation clearly shows that I was charged more for aftermarket parts than the quoted price for *** parts, which directly contradicts their explanation.
  3. Invoice Discrepancy and Lack of Transparency
  The initial quote I received from Colonial Honda was for six specific Honda *** parts, totaling $2,459.82, as detailed below:
  51621-TG8-A01 S/ABS UNIT, L (Front Left Strut)
  51401-TG8-A01 S/ABS UNIT, R (Front Right Strut)
  51220-TZ5-A01 RUBBER, FR. (Front Rubber Component)
  51230-TZ5-A01 RUBBER, FR. (Front Rubber Component)
  51675-TZ5-A01 BEARING, FR. (Front Bearing)
  51676-TZ5-A01 BEARING, FR. (Front Bearing)
  The final invoice, however, lists only two aftermarket parts (LCS/2337077L and LCS/2337077R), and no effort was made to update the quote to reflect the actual parts used or their prices. The lack of a clear, updated breakdown in the invoice further supports that I was not informed of or did not agree to these changes.
  4. Misleading Pricing and Unexplained Price Increase
  I was quoted a price for Honda *** parts, which typically command a premium. It is unreasonable to believe that I would agree to pay an even higher price for lower-cost aftermarket parts without any documented evidence of my consent.
  The dealerships response fails to address this inconsistency and does not provide a reasonable explanation as to why I would agree to pay more for aftermarket parts.
  
  Thank you for your attention to this matter. I trust that BBB will see the importance of requiring transparency in cases where significant changes in parts and pricing are involved. I look forward to a fair resolution.
  Sincerely,
  Hongkang Xu]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Hongkang

   

   

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  9-25-2023 Purchased a car to have shipped to ** from Colonial Honda of **********. Paid their price and was charged ************* sales tax. ****% ( $1,649.19 ) Sales tax in ** is 3% ( ( $1,122 88 ).I have purchased many vehicles out of state and no tax was charged from the seller because I pay when I register it in **. When I register and tagged the auto in ** I was charged 3% sales tax. The ** DMV said when I purchased it the dealer was suppose to charge ** sales tax and it would apply when registered in **. To get it registered I had to pay to get the tag. After calling many times I have been hung up on, told that the *** of Colonial will take care of it and I would hear from them soon. I cant seem to get to the General Sales Manager because #1, hes out, #2 hes busy, #3 call me back and this hasnt happened. I was told by a salesman that they were going to send me a form ( Arbitration ) and I could do it that way. This puts this situation in my lap and the dealer gets off and lets me battle the problem. I refused to do that and was told ( my last conversation ) I would hear from them that day. No calls or answer. A return of the sales tax from the dealer is what should be done. I had it shipped by carrier $700.00 and the car is excellent. I was told the truth on the vehicle. No return calls from Colonial Honda is not good business. Hanging up on me is unacceptable. *****

  

  Business response

  02/08/2024

  Hi, my name is ************************* from Colonial Honda and I was assigned by *************************** to assist ****************** with the sales taxes issue. ****************** issued a full refund of the sales taxes paid in behalf of Mr. ************************* to ***********. I'm attaching a copy of the check. I emailed ****************** a copy of the check as well and I also talked to him and he's thankful of the final result.

  Please feel free to email me or with any questions. ************************* - ************************************************************* ************** Cellular

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I require assistance with the following issue with the dealership Colonial Honda of Dartmouth, located at ********************, Dartmouth, ** *****. On 4/27/23 I went into the dealership to cancel an extended warranty. I was informed that I would receive the refund in 4 to 6 weeks. By 7/6/23 I had still not received the refund. I contacted the company that facilitates the extended warranty and they informed me that the dealership had never sent them the required paperwork. I emailed them a copy of the original cancellation contract from 4/27/23 and they informed me that they would be able to cancel it. I then went back to the dealership on the same day and informed them that the extended warranty company did not receive the paperwork. The dealership then re-faxed the original cancelation from 4/27. I was informed again that I would see the refund in 4 to 6 weeks. Since 7/6 I have contacted the extended warranty company several times, and they confirmed each time that the warranty was cancelled and have directed me to reach out to the dealership for my refund. I have made several attempts to reach out to the dealership. On 9/29/23 I was informed by the dealership that I would receive the refund in 2 days. It is now 9/12/23 and I have not received the refund. I have attached a copy of the warranty cancellation signed by myself and the finance manager, dated 4/27/23.

  

  Business response

  09/14/2023

  I have contacted ******* and made him aware check is available for pick up 09/14/23 

  Customer response

  09/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not own the vehicle. The check needs to go to the bank, not me.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business response

  09/18/2023

  The check was mailed to **** of America on09/15/2023....

  Customer response

  09/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It has been 10 days since my last contact with the dealership and I am still waiting for the refund to be reflected on the loan amount.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had purchased new tires from them in the process they damaged all four of my rims with their rim balancing machine,the service advisor admitted the cup on the machine was worn out,I then spoke to the service manager he agreed they screwed up and would have to replace the rims told me to give him a week its now been 3 weeks they have made no effort to contact me, and have been avoiding me

  

  Business response

  08/19/2023

  The service manager ******************* spoke with Tryce . We are currently waiting on the wheels to come in they are on back order

  Customer response

  08/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a vehicle on ****, returned auto 5-1 due to title issues was never notified prior to purchasing auto. Was informed on **** would have registered auto never occurred. Waited until **** for title. Did not receive title. Was told sale would be voided, not correct, they required me to sign a bill a title for an auto that I never legally owned. Auto returned on **** had 7 hard inquires to credit report, also as of **** still have auto loan on credit report. Hard inquires on report for next two years, debt to income ratio damaged. All for auto that had no clear title at the time of sale. Fraud committed by dealership. Have text messages to support report.

  

  Business response

  06/21/2023

  When our Sales Manager was made aware of the title issue with the 2020 Audi that ****************** bought from our dealership, we immediately put him

  in a replacement vehicle that our dealership paid for him to use until we agreed the final resolution.

  
  

  
  

  
  

  We also paid for the 1^st payment of the contract with the ********************** $737.59 for the Audi and we also issue him a check for $685.00 for him to

  satisfy the payment that was due to *********** for the 2019 Cadillac.

  
  

  After reaching an agreement with ******************, we decided to nullify and void the transaction of the 2020 Audi and we provided him with a full refund of his down payment.

  
  

  We returned the 2019 Cadillac that was traded to our dealership with a full tank of gasoline, full detail inside and out and the vehicle full serviced.
  

  
  

  
  

  
  

  
  

  The sale of the vehicle was voided but the auto loan was funded and that was the reason why the dealership asked ****************** to sign the payoff form and the odometer reading to satisfy and payoff in full the auto loan that was under his name with **********************. The reason of the nullification of the deal was due to the issue of the title that was incorrectly printed by the department of motor vehicle in ************.
  

  
  

  In response to ****************** request to BBB asking for a correction to his credit report. Our dealership is going to request to remove the inquiries from TU and XPN but we're going to 

  be at the mercy from those institutions.

  
  

  Please feel free to contact me if you have any questions.
  

  
  

  Sincerely,

  
  

  Customer response

  06/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2017 ****** Altima in mid October, and now its 3 days before Christmas and my check engine light has been on since the day after I bought it. I have an extended warranty for ****** miles on this and the issue still hasnt been resolved after 60+ days. Im going to follow this review with a chapter 93A demand letter to the owners. 1. Bought the car on 10/18/22 and check engine light came on the next day.2. Brought it back 3 times over the course of 4 weeks and Check Engine Light never resolved.3. Said they'd make arrangements to bring it to ****** for me. Never did, so I brought it myself.4. Two days before Thanksgiving the **************** said Colonial had to fix it since it was still within 60 days of purchase.5. The following week on 11/30/22 I receive a call out of the blue saying that a part was ordered and they're waiting on delivery. The exact nature & extent of repairs were never explained.6. It's 3 days before Christmas, Colonial still hasn't fixed my car, and Check Engine Light is still.To add insult to injury, the ****** dealership gave me a loaner car to use while they were attempting to make repairs. Prior to this, Colonial told me that I'd have to get a car on my own while they repair it if I needed one. I mentioned what ****** did for me, and only then Colonial offered to give me a loaner car. Its been at least three weeks since I was informed of the part being ordered. How long does it take for a part to arrive? Is it coming from *****? I'm sure that ****** I went to has the part, why can't they get it from them?Overall, this has been a horrible experience because I felt the car was good when I test drove it, but to have the check engine on ever since the day after I bought it doesnt sit right with me. Ive spoken to the people at Colonial Honda and mentioned the other reviews on here and I also told them that I would do the 93A demand letter, but there hasnt been anything done on their part to stop this, so here we are.

  

  Business response

  12/22/2022

  I personally contacted ******************** and we agreed to put a remanufactured transmission in his 2017 ****** Altima. We originally ordered a brand new unit but due the shortage of parts for the ****** vehicles they have it in back

  oder. The re built transmission is going to have a ****** miles or 12 months warranty including parts and labors which ***** comes first. Our plan of action is for reach out to ******************** on Tuesday December 27th, that is the day

  that the new parts is due to arrive and after that we're going to bring the vehicle here to replace the transmission and provide him with a loaner vehicle. Please feel free to contact me at ************************************************************ or my General

  Sales Manager ************************* at ***********************************************************

  Customer response

  12/31/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ************************ did contact me and offered the solution above.I brought the car in for the new transmission to be installed, and they did provide a loaner car but when I received the loaner it only had a quarter tank of gas, and had a faint cigarette smell. Im waiting on a reimbursement check from them  after I received the car back the Check Engine Light was off, but an hour before I returned home, the light came back on. I contacted the managers directly and they informed me that I should drive 200 miles before it goes away. Ive done just that, yet the Light remains on. As a consumer, I shouldnt have had this unpleasant of an experience. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Amilton

   

   

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed for extended warranty cancellation on 6/1/22 in person. Amount not disclosed to me was just made copies of my documents in store by Manny and was told a check would arrive to my home in 4-6 weeks. I have called to speak to **** in finance multiple times I get the voicemail or just no call back.

  

  Business response

  08/22/2022

  I reach out to the customer via phone and email and the issue had been resolved. Please feel free to email me or call me with any questions. ***********************. General Manager Colonial Honda ************************************************************ *******************

  Customer response

  08/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I put $8000 down on a car that cost $43000 so I was figuring that I would owe $35000 on a car loan but the finance manager did not notify me about any additional products all she said was my loan wouldnt be protected unless she added the warranties, I did not ask any questions because my salesman was a friend of mine. I was never given any paperwork breaking down the loan/ expenses even after picking up the car did not receive any paperwork. It was not until i received my loan statement from the bank stating my loan was for $58000. After speaking to another general manager I was notified that what they did was illegal and it is Known as stuffing in the car world. Once I went back and tried to remove the warranties the finance manager denied any of it, I did not continue with conversation just said to remove them and they said it would ***********-8 weeks to remove it. My car has gotten check engine light 4 times since I received it and They prompted me to go to a different dealer to repair it because It is Under factory warranty and they didnt want to cover it instead Of handling it within Their company. Fast forward almost half a year and my loan hasnt changed reflected the removal of the warranty. I have contacted them numerous times and all they say is that it takes Time or the finance/management staff is not available. Im a local business owner myself so i understand mistakes happen but this is unacceptable.

  

  Business response

  07/28/2022

  Hello *****, as per our phone conversation our dealership resolved Mr. ************************* request and we provided him with a copy of the service's contract cancellation for the full amount of money that the originally paid. I'm attaching a copy of the issued check and the overnight slip form showing that the check is going to be in the *** truck this afternoon. By the way, I personally tried to reach out to ****************** via phone and all the calls went directly to voice mail. Please feel free to reach out to *********************** ******************* or ************************* *******************. 

  Customer response

  07/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

*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. ↩