Complaints

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealerships are unavailable when recalls happen. My interaction with the employees started when I called last week to schedule service, got sent to voicemail, and within the same minute instead of a callback like I asked for I received text messages. They chose this way of contact despite what I had asked, and despite their apparent closing time being within 15 minutes. Therefore, shortly after I stopped receiving messages from them, and my issue got pushed to the next day. From there, when I asked to schedule an appointment, I was put off for over a month out. To this I expressed concern, since I am looking to get a safety recall fixed. Through further discussion we talked about how there are open slots before February, but those slots are reserved for possible paying customers needing service. And again I expressed concern and that this is just plain wrong. In response to my concern, I was called rude and disrespectful. I said I would like to find a solution that is not a month out, all they can come up with is more things to call me instead of solutions. They have gone through threats of not responding to my messages, not servicing my vehicle despite it being a recall, telling other Honda dealerships not to service my car, etc. Through my messages I have lost what little faith and trust I had in the employees. If I can’t trust them to schedule my service without being disrespectful, how can I trust them with my vehicle? Not only was, I told that the paying customers who haven’t even scheduled yet are worth more than my passengers safety. But when I brought up that this was wrong I was called disrespectful and rude . Not just once but over and over again. While, it is ok to have different opinions of how to work things. Is not ok to continually call people things instead of looking for solutions. Now I have talked to the general supervisor and all he has to add is blanket statements supporting his people without addressing my concerns at all.

  

  Business response

  01/08/2025

  Attached is all communication with this customer.  She is harassing us and lying about this.  She threatened us.

  Customer response

  01/08/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  When I first brought my concerns to your attention, all that you came back with is that you’re rated the best in Lincoln. That is why I notified BBB of the situation. Because I figured that would be something that you would care about. Evidently, this was the right decision, since this is the first time that you’ve been willing to admit that there was a problem with the way, your employees treated me. Despite this, you did not have an explanation for how this happened and how it continues to happen, you did not tell me how you were going to make it not happen in the future, and there was no apology. Instead, you blamed me for the situation, and have banned me from your store. Obviously, you can run your business however you want, but I don’t think this is how number one Lincoln should run their business. This is not how you should be treating any customer or person for that matter. Furthermore, if this is truly how this business wants to be ran, why do you continue not to give me the contact information for your boss?
  
  Sincerely,
  
  ***** *********

  

  Business response

  01/08/2025

  
  ******
  I want to clarify that I never admitted to any wrongdoing regarding the way our staff treated you. I only mentioned that, in hindsight, our approach could have been different—perhaps calling you instead of texting initially. Regarding your car repair, I assured you that the work was done correctly, as I understand your concerns.
  There is no apology necessary on our part. However, please note that we have decided to end our business relationship. Additionally, you did use a threatening comment towards us, and should the harassment continue, we will have no choice but to contact the authorities.
  We appreciate your understanding and request that you cease any further communication on this matter.
  
  
  

  Customer response

  01/09/2025

  
  Complaint: 22781701
  
  I am rejecting this response because:

  This is absolutely ridiculous, and completely untrue. Again, as I have asked many times. If you and your team have done, nothing wrong, why will you not give me your supervisors contact information? And let them in on how you’ve treated me and see what they think? This whole response is mainly for BBB so they have this information. And so that they know that I do not believe that this situation has been resolved. And to let them know what kind of business you are running. When someone is trying to address concerns about you and your team, instead of addressing them. You threaten them with contacting authorities. Just for me, asking questions, and disagreeing with how you run your business.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a car from Honda of Lincoln after visiting in November to find a vehicle that suited my needs as a mother and lowered my payments. I initially looked at an Accord or HR-V but was recommended the new Honda Prologue by a salesman, who had been helpful in past experiences. Though cautious due to its high cost, we were told the Prologue was $200 cheaper than my current payments. We were shown a map of charging stations in Lincoln and told it would take too long to specify charging times, but we could shop while it charged. After leaving to think it over, I received a call two days later saying only two Prologues were left and I had to act quickly. I decided to proceed. When I went back to sign the contract, the financial manager rushed through paperwork so quickly I couldn’t understand it. I asked him to slow down, and he laughed. He told me my payment would be $215 more than quoted, citing a protection plan. I hesitated, but he offered a $30 discount if I gave a 5-star rating. I signed without understanding that I had agreed to $6,500 worth of protection plans. Later, I contacted the salesman about the car, which didn’t meet my expectations. I was told I had to register the car first, despite spending $700 in two days. I met with the manager, who recorded our conversation without permission. He seemed to use the recording to intimidate me into not raising concerns. I was told that if I registered the car, Honda could buy it back but I would need to pay the negative equity. A week later, my new car had charging issues, and I reached out for assistance. I was told the car could only be serviced in 11 days. Now, I’m trying to return the car, but they require discussing my online reviews before proceeding. The dealership blocked me on Facebook, and I feel ignored and dismissed, especially as the manager only communicates with my husband, despite me being the car's owner. I feel that my concerns as a woman are being disregarded.

  

  Business response

  12/11/2024

  This customer has buyers remorse.  They did the same thing to us on they're previouse purchase.  We have all records of communication that nullify all of the customer complaints. We have went above and beyond to work with them and help them.  
  

  

  Business response

  12/18/2024

  As the selling dealer, we would like to inform you that your contract is with American Honda Motor Company. You have the option to return your vehicle to any authorized Honda dealership across the nation.
  

  Customer response

  12/19/2024

  
  Complaint: ********
  
  I am rejecting this response because I just need more information on the car as I’m getting ready to sell it. Since the car had 258, we are needing a detailed history and carfax sheets so we can explain the high mileage on a brand new car off the lot. 
  
  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. ↩