Complaints

• Initial Complaint

  01/29/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am writing to formally address multiple issues I have encountered with both the title and service departments. On January 6, 2025, I received a voicemail from ******** stating that my title documents were being processed, but due to an issue with the inspection machine, I needed to return for a reinspection. I attempted to contact ******** for three days and was finally able to reach her on the third day. She informed me that I could come in anytime Monday through Saturday before 4 PM. Following her instructions, I visited the dealership on January 10, 2025, only to be told that the inspection machine was still down. This was extremely frustrating, as ******** should have confirmed its status before I made a 45-minute trip. I expressed my frustration to ******* *****, who apologized for the inconvenience, offered to refill my gas, and provided his contact information so I could check on the machines status before making another trip. On January 13, 2025, I received another voicemail from ******** asking if I had completed my inspectionclearly indicating a lack of communication between her and the service department. I reached out to ******* via text to confirm the status, and after a delayed response, I was informed the machine would be operational on January 15. When I followed up on January 15, I did not receive a response until January 16. I finally came in on January 17, and the inspection was completed. While there, I specifically asked a service representative if I needed to speak with ********. She checked and informed me that ******** said, No, and that I was good to go. Despite this, on January 28, I received a letter from my bank stating that they had not received the title. I immediately contacted the finance department, which relayed the message to ********, and I followed up with an email. Today, I received yet another voicemail asking if I had completed my inspectionsomething that was already done on January 17 and confirmed by ********.

  

  Business response

  01/30/2025

  Currently the customers paperwork is at the ** DMV and is expected to be picked up no later than Monday, February 3rd (if there are any delays, we will make sure to communicate to customer). We have spoken to the customer, and they have requested it to be mailed to her upon receipt.  We will notify the customer once the tag has been sent out.  

  Customer response

  01/30/2025

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

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 83 year old mother purchased a vehicle with a clean car fax history. 30 days later, the service department indicates this vehicle has been in a collision. It appears glue and paint were used to touch up the imperfections. The cost to repair a broken sensor exceeds 2K. The dealer has indicated they will not repair the vehicle.

  

  Business response

  01/24/2025

  Our records indicate the vehicle was sold to ****** G ******, however the phone number matches.  We are assuming the vehicle was purchased for ******** ****.  Attached are the service records from our inspection and services completed prior to the sale.  As the complaint mentions the vehicle has a clean Carfax, which indicates no prior accidents were reported.   We completed a state inspection and other maintenance items as listed.   If a sensor light was broken or faulty, the indicator lights would have been illuminated on the dash and the vehicle would not have passed NC inspection.   We understand the vehicle was driven out of state and was brought into another dealer after the warning lights appeared.  We believe it is possible road debris caused this which is common but without being able to inspect the vehicle we cannot fairly judge what happened.   We do know the vehicle left here damage free with all operating functions working..    With used cars there are some situations where prior customers have cosmetic repairs done, however we inspect for structural damage, flood, and mechanical on used cars, not cosmetic work, if that is what the consumer is referencing to.   When the vehicle returns we are happy to inspect the vehicle and offer any assistance we can.  

• Initial Complaint

  01/03/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am filing this complaint regarding the deceptive and unethical practices at Indian Trail Honda which engaged in clear bait-and-switch tactics during my elderly mother's attempt to purchase a vehicle. The dealership advertised an "Online Price" of $19,266 on their website, which appeared to be the cost of the vehicle. However, this price is contingent on a "Retail Trade Assistance" discount that is only disclosed when hovering over an asterisk on their sitea detail that is intentionally hidden and not transparent. The "Market Price" of the vehicle, which is $2,000 higher, is only revealed after they perform a hard credit check on the customer. When my mother, a retired widow on a fixed income, visited the dealership, the sales team consistently discussed the "Online Price," giving her every reason to believe that was the price of the car. Only after running her credit was she informed that the actual cost was the higher "Market Price." This misleading practice constitutes bait-and-switch advertising and is illegal under the ************************ Act. When I contacted the dealership to address this issue, the sales manager, *******, outright denied the events, gaslit both my mother and me, and claimed she should have read the fine print. This dismissive and condescending behavior was unprofessional and compounded her distress. My mother left the dealership in tears after being manipulated into a hard credit check and misled about the vehicle's price. This dealership's tactics are clearly designed to prey on vulnerable individuals. Their BBB rating of 1.5 stars reflects a pattern of similar complaints. I have also reported this incident to the ************************ for further investigation.

  

  Business response

  01/03/2025

  We received this complaint from the consumer and understand their concerns.   We resent a new structure for the consumer to consider addressing the pricing issues and offering the full trade in discount.  Our ads do mention retail trades and this being a wholesale trade is the reason the staff did not offer the extra discount.   The consumer has the new offer and we hope this resolves the situation. 

• Initial Complaint

  12/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went into Honda Indian Trail to look for a car. We've have good dealings with Honda and liked the brand so without hesitation we went there. They showed us a paper telling us the price of the car was 21.8k with additional fees coming to 26k plus. So we walked away because it was too high for us. ******* ****** the sales guy called his manager **** and he came and asked us if we would do the deal for a different price. The paper showed the car was slashed by 3kplus I remembered seeing the total discounted price of around 3kplus and they asked my husband to signed showing he agreed. So we financed and signed a bunch of documents. Sadly, when we went home we realized we never got the discount they told us we would get and the reason we did the deal. So I called and texted and of course no one looked into it. So today (12/14/24) my husband and I went in to discuss with them. The people we worked with at Honda never came out and spoke to us. Instead they sent someone else his name was *****. He produced a photocopy of the paper my husband "supposedly" signed. This upset my husband and words were exchanged. After their exchange, ***** told me we have no basis and that was the end. I would like you to please investigate this matter. Why is it that they do not have an original copy of what we signed? Why is it that when he brought this paper out to us my husband's signature didn't look like his on the paper and why was he was giving us a copy of someone else's driver's license along with the paper they claimed we signed? Was it his file he was using? I think they should be investigated. You need to investigate these people they are dishonest, unethical and mean. Please don't let them *** other people, sadly I know we can't win a big dealership like them but if my one complaint can add with others so that you can investigate their ethics that would be greatly appreciated. We need businesses like these to stop ***bing poor consumers.

  

  Business response

  12/16/2024

  We hope the documents attached and explanation clears up the customers concerns.   The customers statement is correct the original quote included an ***** optional package for maintenance, window tint, cup guards, edge guards, unlimited car washes, 4 years of state inspections, and road hazard tire and wheel coverage.  That would have increased the price to over 26k out the door which Mr. ******** mentioned.  Attached is a worksheet we reprinted today to show the numbers with the ***** removed from the price to ****** which is ****** after taxes and fees.   Also attached is the official purchase order signed in our business office for a sale price of ******, after the ***** was removed.   We do see a service contract that was purchased while in our business office for ***** to extend the warranty (covered items on the service contract).   Also attached is the finance contract which appears Mr. ******** received a good rate and term for that year vehicle.  Lastly, i printed the fair market retail value for the vehicle purchased.   This is a KBB Fair Purchase Breakdown showing a fair purchase price of ******, more than Mr. ******** paid before taxes and fees.   We price our used cars at fair market values, we could have not sold that vehicle 3k less than retail.   We hope this clears up any concerns.  

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/15 came into Honda to look into leasing a new pilot.I was trading in my old pilot which I was making payments on. The agreed to buy my car $28,500, 4k down on the lease and $24,500 to pay off the loan.I told ****** and 2 other financial managers my issue. I have the title to my car but Im making payments on it. I probably went over this scenario 5 times throughout the day and was told to not worry that it would be handled.I asked numerous times for the check to be given to me, they refused.Said they didnt issue checks, thats not how this works.I had another issue with my car had to bring it in on 10/28 to get looked at I mention my car still hasnt been paid off was told dont worry it will be handled.10/30 I get a call from a guy didn't get his name that they were behind in payment and Im probably wondering why my car hasnt been paid.He told me I needed to come in and sign paperwork but if I couldnt make it I can authorize him to change. He reassured me my car would paid off by 11/1.I left a message on 11/4, 11/5,11/6 no return call cause my car still hasnt been paid off!!! It has now been 3 weeks since I left Honda. I call on 11/7 demanded to speak with someone and got in contact with ****. He told me they havent paid it cause they have my title and didnt know how to pay or who to pay!? At this point I was furious, he apologized and starting the process to get everything done asap. He also offered for Honda to make my first payment and that he would work on authorization of this and promised to call me by the end of the day, no one called. I called on Saturday to get a tracking# for the check and status of the possible payment, **** told me if the check doesnt get there they will submit. Well the check made it 30 days later and the 10 day payoff they were given on 10/15 had expired, Im still left with a balance. I emailed **** and ***** ****** and yet to hear back on getting this 1st payment issued to me so I can pay the balance.

  

  Business response

  11/18/2024

  Once the accounting department received who to make the payment to,  the check was cut and sent out.  We were informed the end of last week by the customer that there was still a balance and a check was cut today.  I have spoken to the customer multiple times regarding the tracking of her payoff check.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Honda service for an air conditioning diagnostic. They told me there is nothing wrong, and that it's low on antifreeze, but I checked it before I went to the service center and it was fine. When they told me it was low on antifreeze, I trusted them for their expertise as a service center. They said nothing else was wrong from the diagnostic done. While driving home I realized that nothing was different and my air conditioning still wasn't working. They told me to bring my car back and they will check it out again, and the same thing happened. They said it was working fine, but it was not working. They told me if I brought my car back again, they would look at it but there would be additional charges. How many times am I supposed to pay them for a service they didn't do. I was charged for antifreeze and the diagnostic, but I don't even have a working air conditioning nor an actual diagnosis as to what's wrong. The only thing I have is lost money. I also wrote a review on ****** for Honda Indian trail, and someone called me from the service center and was wondering why I wrote such a bad review. When I tried to explain to him, he hung up! They have not been willing to refund me so that I can go to another service center and have my air conditioning actually fixed or give me an accurate diagnosis. I have no faith in Honda Indian trail and someone needs to stop them from this criminal behavior of overcharging and lying to the customers! After looking at the reviews on ********************'s website, a lot of other people have had similar if not the same experience as me.

  

  Business response

  09/20/2024

  On 9-2-24 we performed and Evac and Recharge along with an ** relay repair totaling $578.91. System was now working as designed. On 9-12-24 Customer returned stating the ** was not working. We immediately checked the freon level to make sure there were no leaks, and it was at the correct fill levels.  We also checked the ** Duct temp and showed the customer a reading of 39 degrees from the vents. We do not understand why the customer immediately stated they wanted a refund as they were looking at the thermometer showing an air flow temperature at 39 degrees. We offered the consumer to leave the car for further diagnosis in case something else occurred, however the customer refused and left with the vehicle. ****, our service manager did reach out by phone about the ****** review and the customer became irate and began cussing him out which was uncalled for.   At this point we recommend the consumer use another service center for service, however if there was a problem with this repair we would have corrected it.

  We are sorry for this to become an issue; however, we cannot repair something that was repaired properly and operating to specs.   

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Once again honda of Indian trail is complete mess. Now the part owner ***** is involved with my issues and hes is just as liar as the rest of his team. They agreed to pay for the diagnostic on the 2020 **** they sold me which has a problem. I get the diagnostic done and they said pay for it and I did. ***** said we will reimburse you with a check, the total was $203.78 and they wrote me a check for $190.00. You all are so cheap where is the rest of the money???? I need you all to write me a check for the remaining amount. This has gotten to far out of hand. They are liars and cheap. They also need to pay for the repair of the **** $1200 the quote from **** where they sent me to get the diagnostic test done. Please do not do business with them.

  

  Business response

  09/11/2024

  I will be glad to provide the BBB with actual facts based on this complaint.   

  1. The vehicle was brought into service for a vibration.  We sent the vehicle to **** to make sure it had the right diagnosis for a luxury brand.  Our sales manager agreed to reimburse for the diagnosis.  

  2. The **** dealer sent a video showing there was play in the motor mounts and recommended they be replaced.   After inspecting the video, we can see the motor mounts are not broken or not functional, and for being a 2020 that may be normal wear.   The vehicle would not have passed ** inspection if they were broke and were a safety issue. 

  3. The consumer was informed that if we had changed the motor mounts before the vehicle was purchased, the repair would have been reflected in the selling price.   However, we were able to offer the consumer the job for under ***** if she wanted to do the preventive maintenance work.  We also offered a 90-day payment option with zero interest to help out.

  4. Subsequent to all this the consumer accused us of lying about the vehicle ever being serviced and wanted another refund.in addition to the diag refund.   However, I sent her the actual work order completed in June, which shows the serviced completed on the vehicle and the ** inspection that passed.   As the BBB knows we would not have been able to register the vehicle if it failed inspection. 

  ***** to receiving this complaint, the consumer did reach out about the ***** tax shortage after receiving the refund and I responded immediately to get that resolved.  At this point we will be mailing the $***** shortage and closing this case internally.  

  Customer response

  09/11/2024

   
  I am rejecting this response because: why did you all sell this **** knowing some thing was wrong with the vehicle? Why pay for diagnostic test? Why make did you all make an appointment at the **** dealership and not keep your end of the bargain? Why didnt you all pay for the **** to be fixed as ****** stated to me when I spoke with him at the Honda dealership? Why give me a loaner to drive while the **** was at the **** dealership for service? Why did **** say the Honda dealership did and oil change on the **** when the **** dealership told me I needed an oil change? I got the oil changes while at the **** dealership and paid for it myself. Also yesterday after I notified ***** about the incorrect amount on the he offered me a complementary service to the ****, then today I get an email from ***** stating since you contacted BBB we I will take that offer of the complementary service back. Honda of Indian trail sold me vehicle knowing something was wrong and should be liable for fixing it. It is unfair of the way I have been treated and lied to. Honda of Indian Trail has been very aggressive, condescending, and have lied on numerous of occasions. They need to pay for the motor mounts to be fixed on the **** and if you look at the reviews on Honda of Indian Trail they have been ripping people off and their leadership is bad. The reviews states this. 
  
  

  

  Business response

  09/11/2024

  The dealership sent the refund requested which was $13.78.  We have no further response. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid Honda, which is this company, over $3200 to do work on my car. On the way home, my modulator went out, which is the exact same thing that happened to my fianc after having some of the exact same work done three weeks prior. Paid $1590 for a new modulator.Upon returning home from paying over $3200 the very next time I drove my car and backed out there is a pop clunk noise.immediately alerted Honda, and they told me to bring my car back in which I did. Honda has had my car for about ****************************************** four times themselves claiming they never heard the noise. **** claimed I drove the car with them for an hour the first time and 30 minutes the second time with no noise which in reality I backed out of a parking space 3 times which took 5 minutes each time. I was also told the mechanic took my car home overnight but I went to Honda myself the next day and my car was still in the same spot and the mechanic was off so no way he took it home. So I picked my car up again and the first time I pull out of my driveway it made the exact. same noise. I have my car on video three separate days in between them having in my car as everytime I bring my car home it makes the noise within 24 hours. They are not driving the car when they have it to even try to find the noise, The shop manager ***************** was very rude and condescending shutting me down as a woman telling me to constantly maam, calm down, maam, Im trying to help you when Im trying to have a normal conversation with him.We escalated it up to the general manager, but have yet to get a return call.My car did not make this noise before they did over $3200 worth of work on my front end. Something was not done correctly and I am almost $5000 into this.

  

  Business response

  08/13/2024

  
  This is the technical explanation of this repair.   The vehicle was brought in, and the service writer noted in the file that her car hit a pothole, and stated it seemed sluggish and loud.   We found the ball joint boots split, sway bar links worn, and wheel bearings were bad.  The vehicle had just over 160k miles when brought in.   Also resurfaced front rotors due to a vibration. Customer returned a week later and complained of a pop noise and the brake warning lights on. During the diagnosis it was discovered to have a used ABS modulator on the car causing the brake issue.  Customer demanded a CarFax stating the modulator was never changed.   Upon running the Carfax, it was discovered a used one was installed by an aftermarket shop in 2019.  I inspected the part myself and noticed it was not a Honda part and they were going to address it with the repair shop that installed an aftermarket part in their car.    We exhausted all options in trying to duplicate a noise and could not recreate it nor could the customer.   The customer drove the vehicle with our staff, and we also kept the vehicle and provided a loaner vehicle and drove it many times without the problem being able to be duplicated.   I can understand the customers concerns and we made every attempt we could with our best skilled techs to find the noise.   Because we could not resolve this issue and before I met with the couple, the customer used bad profanity (I won't repeat he actual words) towards our service manager with many people hearing this. I can understand frustration but that is not acceptable, however we still continued to work to find the problem. 

  The repairs that were complete were needed to fix the vehicles issue it had.   The noise that we nor she could duplicate is not something we will continue to work on.  I know this repose will be rejected but at this point I strongly advised them to take it to another Honda Dealer for a second opinion.   

  Customer response

  08/13/2024

   
  I am rejecting this response because: I went out of town and did not drive my car for a week which can be validated by miles, airplane ticket and hotel receipt. I have 3 videos of my car making the noise every single time I returned home from Honda claiming they drove my car which they were caught in several lies claiming they drive my car when they didnt as well as telling me a tech drove my car home when he in fact did not. 
  The tiny pothole I drove over did not damage my car, not even the tire or rim. Nor did it damage anything under my car that I paid to fix. I ran over the pothole before they did work and the noise after the work came from their work itself. They are purposely not driving my car while there to look for the noise. I was told they test drove my car when I picked it up yesterday but when I opened my car door to drive home the rubber seal was stuck together from humidity and heat from not being driven. The work Honda did on my car is the direct result of this noise and they are refusing to do their part and figure out what in the work that was done is wrong. 
  On the original paperwork I said nothing about a popping noise. They drove 15 miles straight on one day to put miles on my car to seem like they looked for the noise. They know exactly what they are doing to look like they tried when they know they have not. Its funny my integrity is in question when I paid for a service to the sum of over $3200 just to have my car make a noise it was not making. So no, I will not drop this until my car is fixed
  

  
  

  

  Business response

  08/14/2024

  Our position has not changed for two reasons.

  1. The technical explanation already given.   Also, we cannot use a customer's smart phone video as proper diagnosis for a repair after the customer test drove with our technicians more than one time and could not get this noise to repeat.   As previously mentioned, our highly skilled techs also drove it multiple times and could not duplicate the customers concerns. 

  2. Initially I refrained from sharing this with the BBB.   However, the vulgar profanity used by the consumer which many staff witnessed, stated F>>K ***************** (service manager) then blurted the words, quote "I'm going to blow this place up" which was heard by multiple people.   This statement in a public place of business was concerning to those that heard it and we all know what the results would have been if this was reported to the police.  Fortunately, the consumers husband interfered in a professional manner and spoke to ***************** after this disturbing incident.  

  Customer response

  08/14/2024

   
  I am rejecting this response because:
  I never said I was going to blow this place up to *****************. This company is unbelievable. I just let **** read this and he is utterly appalled by this accusation. He verified it is untrue. Furthermore I only spoke to ***************** behind closed doors with only **** who is not my husband so unsure the statement of multiple people heard me say that. ***************** did not say anything about this during the very pleasant conversation we had with the gentleman responding to this which is *********************. Why was this not brought to anyones attention until now? Very suspicious and I am appalled at this accusation. 
  Furthermore they will not bully me by this untruth into dropping this. I know that has been their tactic all along, bullying me. But it wont work. 
  Show me on camera as they have them, of me saying this. If they believed I said this why did they give me loaners and continue working with me? Doesnt add up. 
  I will make sure I add to my review how they are intimidating a breast cancer survivor who mentors multiple women going through treatment as well as a ****** who takes in very sick dogs. My step father was a highly respected attorney in the community. As you can see each response has been an unwarranted attack on me and my integrity instead of working to fix my car. I honestly do not understand. And I am rejecting their response 
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This Dealership Has Told and Lied On ********************** I have This Dealership Under Investigation With DOP If You Guys look at this warranty paperwork from American Honda Motor Like Why is Honda Of Inidian Trail They are the Current Owner Which Is A Lie I had this car going on months now I went to the Honda Dealership another Honda Dealership to get my car service cause the safety light came on about my Brakes and camera not working so this is a factory cover uber my factory warranty but i cannot get it covered becuse this dealership is lying on the paperwork saying that they are the current owner which is a big lie Honda Of Inidian Trail You guys need to get your illegal business you guys running down there in order the cases load just going up with the ****

  

  Business response

  07/30/2024

  This may seem confusing to the consumer; however, we understand the concern.   The consumer purchased a vehicle pre-owned that was once owned and registered to Honda of Indian Trail.   As the Bureau knows and the consumer was informed, the vehicles warranty transfers to the new owner.   Honda of Indian Trail was informed to go into Honda's Innteractive Network and update the owner's information.  That was the issue, and nothing else.  We apologize this step was not complete.   This has been completed now and the consumer should have no issues filing a claim that falls under the scope of the manufacturer's warranty.    

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the attached letter.

  

  Business response

  06/13/2024

   To whom it may concern,

  In response to the complaint by ****************** we have reviewed the situation and were able to correct it with him. On 6-12-24 our sales ***** was able to trade ****************** out of the vehicle he was not satisfied with and was able to place him into the vehicle he wanted. He is now satisfied with his purchase from Honda of Indian Trail.

  Sincerely,

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

  Customer response

  06/13/2024

   
  I am rejecting this response because:

  Please see attached. they continue to be deceptive by failing to show me the window stickers of the two vehicles so I would not see there was only a ***** dollar difference between the 2 vehicles which is all I should have had to pay. By failing to give me the opportunity to challenge the pricing and see the specs of the two vehicles. They continued to engage in deceptive sales practices. I should be reimbursed the difference between the 3800 dollars more they charged and ***** dollar window sticker.   $2,300 dollars should be refunded to me. 

  
  

  

  Business response

  06/19/2024

  Unfortunately for both sides, the dealership could not satisfy the consumers refund requests that made sense for our business.  The dealership offered a full refund for the return of the vehicle which has been completed.   If there are no other concerns at this point, we consider this closed.   

*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. ↩