Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Subject: Fraudulent Practices and Lack of Support from Serra Honda Dealership Regarding 2023 Honda Ridgeline I am writing to and express my deep dissatisfaction and frustration with the recent purchase of a 2023 Honda Ridgeline from Serra Honda. This dealership knowingly sold me a vehicle despite being fully aware that certain parts for this model are no longer in production. I was initially ignored and finally connected with a representative named ****. Unfortunately, he was unwilling to provide any reasonable accommodation or support.My 2023 Honda Ridgeline has now been sidelined for two months, and I have been continuously misled with false promises about the arrival of a necessary part that is no longer available. Throughout this period, I have been making all my payments in "good faith", both for the car and its insurance, only to find my money wasted on a vehicle that cannot be driven.This situation, facilitated by Honda and its co-conspirators like Serra Honda, amounts to a blatant case of fraud. By selling vehicles under the false pretense that parts are readily available, they are deceiving customers and taking advantage of hard-working citizens. Serra Honda, in particular, continues to profit while middle-class Americans on fixed incomes are left to struggle financially, as I am now, being forced to make payments on a vehicle that is undrivable.****, the manager at Serra Honda, offered no help other than hollow promises about the part's ETA, which never materialized. As a result, my car remains unusable while I continue to make payments. This is an egregious display of bad faith business practices, exploiting loopholes to enrich themselves at the expense of American consumers.I hope this dealership is content with profiting from the hardships of its customers, knowing full well that it is contributing to the financial ruin of people like myself, who are left with no recourse but to watch as their money is wasted on a non-functional vehicle.

  

  Business response

  09/07/2024

  To whom it may concern:

  In regard to ******************* complaint of fraudulent practices and lack of support. Here are the facts as I know them.

  1. The ******* purchased a Ridgeline from us in April of 2023.

  2. They state the truck has been sidelined for 2 months, approximately since July 4th. it is not in our dealerships possession it is at a body shop that is not owned by us.

  3. The part that is needed was ordered by the body shop from us on 08/07/2024 part # *****-tz5-a02, 30 days after it was in the body shops possession.

  4. I was contacted on August 29th by ************************* and made aware of the part being on backorder.

  5. I researched the part and informed him that the part had an Estimated Time of arrival of 09/05/2024...I emphasized to him that it was an ESTIMATED date.

  6. As of this morning the *** has changed to 09/25. I also suggested he contact AHFC about his concern of payments. There has not been any fraudulent practice or lack of support from Serra Honda. We also ran a national locate to expedite the part and it is not available at this time nationally.

  7. I agree it is an unfortunate situation for the consumer when things like this occur, however Serra Honda does not control the manufacturing and shipment of the part.

  In closing I would like to mention that Serra Honda Grandville is the only dealership in ******** to win Honda's ********* Award in 2023. This award is given out by Honda to dealers that provide exceptional customer service before, during and after the sale. We are a 7-time winner of this award.

  Thank-You

  Customer response

  09/08/2024

   
  Complaint: 22251092
  
  To Anonymous Serra Honda representative

  The reply you have provided is ***** and uncaring.

  The parts ordered from Serra Honda parts by River Bend Body shop are now ETA as 11-21-24. Maybe you havent seen that yet but there can only be so much time you can wait for which would be considered reasonable the End of November is not acceptable in any situation!!!! Even if we went by the date ordered you want to bring to everyones attention, do you think an ETA of November end is acceptable with no answers and just passively waiting. 

  You bring up the date of when this was ordered but fail to address and neglecting when it will come which is the more important piece of this problem. You can confirm exact dates with River Bend whom you work with. What matters is that this was ordered and you are dismissing it, minimizing the gravity of the situation and wanting us to go away.

  This vehicle is under lease agreement through Honda Motor through your dealership Serra Honda and Honda Finance. I have called Honda Finance as you suggested and I am getting the runaround from all these entities with no resolution. Upon calling Honda Finance, they referred me back to the dealership and they claim they cant do anything. All of you claim to not have any ability to get to the root cause of it by asking Honda manufacturing directly through your sources or asking what their solution is so this can be resolved or have some definitive date for a solution. This car is waiting on this one part which at this point, Im not even sure if it is ever going to be made from the looks of it. After looking high and low everywhere, recent websites changed this part to a discontinued status. This is extremely concerning. I have no way to know if this is correct and if so what are the solutions for this vehicle which is still being paid for and undriveable due to a part issue which no one has answers to. There has to be some solution for this type of issue. It is a $27 part and not available anywhere. This has just left us hanging with no resolve. Arent you concerned that these same cars that take this part are still being sold?

  For being a big dealership in the area, I would have expected leadership and influence to figure out why this is the case. How would you like this if you were in our shoes where your only mode of transportation is not available due to one part with no firm answers, when you are paying dearly and trusted things to be available in a reasonable and timely manner. This has left us stranded from all sides, especially if the part is discontinued.
  While you may have received a trophy in the past for being the best, you cant rely on that and act this way in the present. This is cold customer service and a breach when you dont have critical parts available for a brand new car. My family has been a loyal Honda customer for many many years and never were we treated this way. Something has really changed with Honda for me to have confidence in ever buying a car or recommending it to anyone.
  This is extremely frustrating, disappointing, and eye-opening that a reputable company and dealership would not do anything to help resolve an issue of this nature and continues to resist and dismiss a customer in need. I seriously hope this type of attitude doesnt become commonplace or it will be you someday that will be dealing with this kind of apathy. 

  We need some solution that is fair here since we cannot endlessly wait for this part and keep paying for this lease as well for a Honda that is in a contract with this dealership. Please stand behind that trophy and do the right thing!

  Sincerely,
  
  Soma *****

  

  Business response

  09/10/2024

  Not sure where the date of 11-21-2024 came from.

  The part in question is being delivered to Riverbend Body Shop this morning.

  Exactly 8 business days after the customer inquiring with ***************************************.

  Thank-You

  Customer response

  09/13/2024

   
  Better Business Bureau:
  
  Honda agent informed us Early on the *** expected date of September 6, that it had been, unfortunately, pushed forward to almost thanksgiving(11.21.2024).  So, Very Happy  to see you were finally able to get the part after and forward it to *********, after almost 2.5 months. Closing the complaint as satisfied. Will look forward to picking up the car soon. 

  
  Soma *****

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car purchased 6-19-23 Amount paid $14,997.04 Warranty of ***** miles/6 months; systems covered: limited powertrain Nature of dispute: Oil consumption issue. Oil change done @ Muffler Man in *********** on 12-12-23, they reported less than 1 quart of oil in system while draining oil; car suspected of burning oil; no leaks present; needs new engine. Car taken to Serra Honda dealership in Grandville on 12-14-23 to report the issue; car still under warranty at this time. Serra Honda advised doing an oil consumption test which we have done every ***** miles as recommended. Oil consistently runs low on every visit to dealership except for 1 time. When oil consumption test was completed, dealership stated they would send information to the ***************** who handles claims for these types of issues. No information was ever given to us about the results of the oil consumption test. I contacted *********************, service manager @ Serra Honda on 8-5-24 to obtain written documentation. He told me he didn't have any info but would contact the ************* & have emailed to me. I waited 2 days, had not received any email, so I called ************* on 8-7-24 & spoke to ****** who informed me the claim had been officially auto closed on 2-14-24 due to no information/paperwork being sent to them from Serrra Honda. ****** told me she would contact the dealership & call me back the next day. I didn't hear back from her so called on 8-10-24 & spoke to **** who would give her message to call me back. I never received a call back from ********** I took car to Serra Honda on 8-12-24 to have oil checked again & was 1.5 quarts low. Spoke to ********************* regarding the above information, he told me he called ********* but they didn't have any paperwork to email to me. ***** could have called me to inform me of this but I had to ask. I told him I feel like I'm getting the "run-around". I feel like Serra Honda is not honoring the car's warranty! Car has depreciated to $8,000 as of 12-14-23.

  

  Business response

  08/14/2024

  The engine needs be torn down to inspect for broken piston rings. Piston rings rarely break, they get stuck due to carbon build up. Piston ring replacement cost is approximately $4500-$5000. We have explained that to the customer several times that the engine tear down/ diagnostic is $500.00 and without a teardown to inspect piston and rings no claim resolution can be filed for a " Failed Part" we need to see the internal parts of the engine. If the rings are NOT broken and simply stuck due to carbon build up, it is not listed for coverage. Our suggested steps for resolution would be that the customer authorize the tear down cost of $500. If it's determined to be covered, we will repair it and file a claim. If it's determined that it is not covered then Serra Honda Grandville would offer a 15% discount on parts and labor if the customer decides to have it repaired at our facility. The car is a 2015 ******** that was purchased from us with ******* miles in June of 2023. They now have had the car over a year. The oil consumption is not abnormal for a high mileage car in our opinion.

   

  Thank-You

  Customer response

  08/18/2024

   
  Complaint: 22129575
  
  I am rejecting this response because:  

  This is the same information we heard from ********************* on August 12, 2024, so nothing different there, however this is the first we have heard of having to pay $500 for a tear down.  I would certainly believe that Serra Honda would have the best interest in mind for their customers and want to be advocates for their customers and the car that has been purchased.  If the problem is determined to be covered under the warranty then the claim would go through the ***************** to cover the cost, not Serra Honda; if it's not covered then the customer pays for repairs.  Furthermore, in Decemeber 2023, *******************************, Pre-Owned Sales Manager informed me that had Serra Honda known that there was an oil problem, they would have put the car in their budget row and not sold if for as much as we paid for it.  ****** also ran a ***** Blue book value on the car & it had depreciated to $8,000, as of Decemeber, 2023. I paid $14,997 June, 2023. 
  
  Sincerely,
  
  *********************

  

  Business response

  08/19/2024

  Serra Honda Grandville will agree to tear down and inspection at 50% discount for the tear down and inspection. So, the customer would be responsible for $250.00 for the tear down and inspection. If it is not a covered component thru the 6 mo. / 6,000-mile service contract, we will pay 50% of the repair done at our facility. We feel this is more than fair on a used car that was purchased 06/19/2023.

• Initial Complaint

  12/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been having issues with our 2023 Honda CRV. I have had it in the shop before for electrical issues namely the emergency system. I was told before that they could not duplicate the problem and could be a fluke. (Hard to be a fluke when I personally know 2 other people with same year CRV having the same problem. This time the problem was while driving when the lane assist is turned off and you use the turn signal the lane departure warning comes on and pulls you back over to the right. It also gave message emergency system error and showed the Honda emblem. I checked it and it was not covered nor was it dirty. I scheduled an oil change and tire rotation. I also scheduled it to have the safety issues looked at it. It was made clear to *************************** what the issues were. I was asked to drop it off for the day so they could look into it. I dropped it off to be worked on 12/19/23. They open at 7am and at 729am I received a call from *****. ***** stated my vehicle was all set. ***** stated the mechanic *********************** could not duplicate the problem and there were no error codes. I asked if he road tested it and ***** stated it road tested fine with no errors. ***** did recommend a rear differential fluid change and a rear alignment. I declined them at this time. My complaint is against ***** being dishonest and the carelessness of the mechanic. How do you do an oil change, tire rotation, and look road test a vehicle in less than 29 minutes. Also how do you road test a vehicle when there were no miles put on the vehicle. The vehicle was dropped off with 1`5083 miles on it and picked up with ***** miles on it. I denied the other services as I can't trust the work would be done properly with the dishonesty of the advisor and lack of concern of the mechanic. I would like contact from the General Manager

  

  Business response

  12/26/2023

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

  i will contact the customer and arrange a time to reevaluate the concern. I will also contact Honda to inquire about any service bulletins 

  Customer response

  01/04/2024

   
  Complaint: 21053977
  
  I am rejecting this response because:

  It Is now January 4, **** and have not received any communication from ********************. This complaint can stay open until he contacts me. ************

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

  

  Business response

  01/08/2024

  ******************** will be contacted today to have him bring his car in for further evaluation in our service department. Honda has been contacted to be sure there are no service bulletins or recalls on the car.

  It should be noted that this dealership also has delivered over 600 of the Honda CR-V this year and are not experiencing the customer concern.

  My wife also drives a CRV and has not experienced the concern.

  We will see if the concern can be duplicated and make sure the features are performing as designed.

  Thank-You

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issues Fuel mileage advertised according to sticker on car was 34 hwy / 40 city. Reality is that we have never gotten over 28mph on hwy and never over 32 on city. When going up small incline the hybrid battery output will rev up, showing output at over 100, sounding like the engine is going to explode. Sounds like a Harley ******** motorcycle. Radio goes black when hooking up to Iphone 13 car play (tried on 2 different Iphone 13's). Radio will freeze up and sometimes black when powers up. Have to shut vehicle off and restart to fix issue.Wireless Charger for iphones works rarely works. Will turn orange to show its charging then will turn green. Phone will not be charged. And it is extremely slow to charge. Phone has been taken out of case and set in the center of the charge. Front seatbelts will not release if there is any slight pressure on them. This is a safety issue in the event of an accident.Speratic display warnings. Driving on highway, rain drizzle outside and warning lights starting going off on dashboard. The displays on my dashboard are stating the road departure mitigation is not working and the collision mitigation braking system is not working. It is showing red. We first noticed the fuel mileage the day after we purchased the vehicle. We noticed the seatbelt, engine rpm, radio issue, April 1st. The seatbelt we found while on the trip to *******.I have spoke to ******************* the sales manager the week of March 13, 2023. On April 18, 2023 brought the vehicle in to get repaired. ******************* was the service advisor (quite condensending). These issues are constant every time we drive. ******************* stated the engine needed to be broke in. **** says the vehicle does not have any diagnosis codes and everything is functioning as should be. **** stated the high rpm is the cvt transmission.No repairs have been made. (When we took it in I wrote the seatbelt and display issues on the drop off sheet and the dealership ignored those issues according to my paperwork).No repairs advised, no quote on repairs. We purchased the vehicle on March 10, 2023. (No issues with the salesman). We took the vehicle to ****** ** round trip 200 miles. We averaged 26 miles to the gallon on the highway for this trip. I called the dealership and spoke with ******************* who stated the engine needed to be broke in. I asked him for a different vehicle due to the price I am paying for the vehicle and he said that was a Honda Corporate issue. I then made an appointment with the dealership to have the gas issue looked at and the rear hatch back sensor looked at. Upon taking it into the dealership it was found the sensor wasnt working, they recalibrated it. They said the gas issue the vehicle needed to have the engine broke in. We decided to take the vehicle on vacation to ******* to let the engine brake in. The day we left we had to call in to find out how to reset the radio as we were having radio issues with the car play and the radio froze. Advised at that time to schedule an appointment for service upon return.During this trip we found the engine revved high and was extremely loud on the inside of the vehicle when going up inclines. We also found that if there was any slight pressure on the seatbelt latches (front seat driver and passenger) that the seatbelt would not release. (safety issue). WE did not get over 28 mpg on the highway and not over 32mpg in the city for fuel average. On the highway during travel the cruise control was set at 73 MPH and that speed was not exeeded. Upon returning to ******** I made an appointment with Serra Honda to have the issues fixed. Appointment was originally made for fuel usage, radio issue, and high rpm issue. Upon dropping it off I wrote on the drop off form the seatbelt issue and the display warning issues. I was advised there was nothing wrong with the vehicle and when speaking with **** he was quite condensending to my wife *****.

  

  Business response

  05/11/2023

  We have been in contact with ********************* in regards to his concerns. We scheduled him an appt this morning ( 05/11) at 8:30 with our service manager to test drive with him to try and duplicate the customers concerns. If the concern could be duplicated, and if it was necessary for ********************* to leave his car we were providing him with a FREE loaner car.

   

  Thank-You

• Initial Complaint

  03/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am trying to cancel my GAP insurance with no success. The week of 2-20-2023 I left a voice mail with one of the guys that works in finance. No response back.On 2-28-2023 I called Serra Honda. The operator transferred me to a sales person. He said I needed to come in to cancel my GAP insurance. When I went to Serra Honda later that week I was told I needed an appointment. I was told to email the Finance Manager to set up an appointment. I emailed the Finance Manager on 3-5-2023. No response that entire week. I called Serra Honda on 3-9-2023 or 3-10-2023 and was transferred to a sales person. He tried to transfer me to the Sales Manager but the manager was not available. The sales person said they would leave a message for the Sales Manager to call me back. The salesperson said that the Sales Manager should be able to help me get an appointment with the finance department. There was no return call.On March 13th the Finance Manager returned my email and asked me what time I could come in on the next day, March 14th. I responded that a late afternoon appointment would be best and asked him what time they would be available. I did not get any response. On March 15th I left a voice mail message with the General Manager of Serra Honda to please call me. He had the sales person that sold me my car call me. I responded saying I needed to talk with the General Manager. The sales person said that she would let him know and that he would be able to help me. There was no call back.This is going on week 4 and I still don't have an appointment to cancel my GAP Insurance. My request should not be this difficult.

  

  Business response

  03/29/2023

  Thank you for contacting us regarding the complaint from ******************************  ***********************, Business Manager did contact ***************************** and she did come in and sign the cancellation paperwork on Thursday March 23. Our sincere apologies for the inconvenience. 

  Customer response

  04/05/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid off a loan from Honda financial early. I got a letter from them telling me to contact the dealer about a refund on my GAP insurance since I paid the loan off early. On March 5 I went to the dealer and spoke to ***** who spoke to ***** about my refund. I also spoke to **** in the finance department about my refund but as of this date have not received a refund check.

  

  Business response

  05/31/2022

  The refund check is being mailed today 05/31/2022- we apologize for the inconvenience this has caused. 

*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. ↩