Complaints

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The date I received the info that this complaint is about was on 4/13/24, but the entire process has been since 3/30/2024, which was my original appointment date to have my car looked at. I had it dropped off at 1 Dover point Road, and left notes saying I wasn't sure exactly what the issue was, but mentioned that I might need a Gauge Control Module, and a plug for the back of my radio. I also asked about a recent extended warranty and a fuel pump recall that Honda issued. When I first spoke to the technician, ******, I was told it would be $1290. she sent me service requests to approve, and I selected a couple and was going to do the rest myself. . ****** then called me to tell me that she had to do all the other ones as well. I told her I could barely afford the ones I did select, I don't know how I would pay for any others as well. she just said she would figure out a new total and call me back that day, but they wouldn't start any work until I sent a deposit of 50% the estimated total. it wasn't until 2 days later that I received a text from her, demanding $3679.28 for the deposit for them to begin the work. I asked if that was half the total cost, and for a detailed list of parts and labor pricing for each service. she didn't send any response. I then asked ****, who works in sales, about my trade in options because I couldn't afford that, and adding that to my loan would surpass the cars current value. after talking to ******, he informed me I have no options for trading it in. shortly after that talk, I got a call from ****** saying I owe them roughly $7650, but my car was ready to be picked up. I asked why she started the work with no deposit, or discussing any new estimates with me, but she ignored my question and just told me I can get my car when I have the money.They did work that I hadn't approved or made a deposit for. which left me with no way to get to work, court, or run errands and no option of getting second opinions.

  Business response

  05/24/2024

  Hello!

  I believe this has been settled and you have discussed with management directly.

  Thank you for your patience!

  If have further concerns, please contact me directly.

  MNadeau@ICLAutos.com

  Sincerely,

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

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new 2023 Honda Pilot Elite in Feb 2023. On July 31, 2023, the drivers side airbags and front and back seat belt airbags and sensors all deployed when the vehicle stopped abruptly. There was no other damage to the vehicle except for the airbag and seat belt deployment. The airbags were replaced by a local autobody shop and they ordered they ordered the needed parts from Honda. Five sensors ended up on backorder with the final one being received in the ~Jan 2024. However, 2 of the sensors Honda sent were wrong. So they were ordered again and the replacements were installed. The car was then brought to the dealership where I purchased it, Dover Honda for certification. They said that the 2 sensors are not working. So they re-ordered them. The car has now been there for ~3 weeks and I keep getting told they either need to order a part or that the part isn't in and today they mentioned a part I haven't heard was a problem before. I have spoken to Honda corporate parts division, Dover Honda, and my insurance company repeatedly over this now 6.5 month ordeal and nothing other than, we have no control over the parts manufacturers. No one will answer my question about why the airbags deployed in the first place when there was no collusion and no damage to the car. I have been paying 7 months for a car I do not have and will now be worth significantly less because the airbags have gone off. I have been more than patient and professional.

  Business response

  02/19/2024

  Hello Ms. ****!

  I believe this has been resolved as I spoke with the Service Manager and your vehicle was picked up Friday evening.  I am glad we were able to assist and resolve everything with your vehicle.

  Please let us know if there is anything else we can do to help.

  Thank you!

  Dover Honda

  Customer response

  02/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******7, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  09/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to express my disappointment with Dover Chevrolet. After spending a month searching for a new Chevy Bolt, I finally found one at Dover Chevrolet. We agreed on a price and signed a purchase and sale contract on 8/30/23 and I paid a $500 deposit. My family was thrilled to have finally found the car we wanted, and we stopped our search. However, on 9/9/23, Dover Chevrolet emailed to inform us that they had "double-sold" our Bolt. This was a shock to our family, as we are currently living on one car until we can get a new one. When I spoke with Dover Chevrolet, they offered to sell us a different model that was $4K more expensive or a used Bolt that costs more than the new one after subtracting tax incentives and other rebates. Dover Chevrolet offered to order us a new Bolt, but that can take up to 5 months or more to arrive. Since we need a car sooner than that, I asked if they could find us a Bolt from another dealer or provide us with a loaner until the new car arrived. Dover Chevrolet refused. Dover Chevrolet signed a purchase and sale contract for a 2023 Chevy Bolt EV and took my $500 deposit and I believe they should honor their commitment. I am disappointed with their behavior and hope that they will do the right thing and deliver what they promised.

  Business response

  10/03/2023

  Hello and my apologies for not responding sooner but know this has been addressed and settled directly between Dover Chevrolet and ***** **********

  Marin C*****, General Sales Manager and Don M*****, General Manager have both been involved.

  Please let me know if there is anything else needed on our end.

  Thank you and again, my apologies for the delayed response.

   

• Initial Complaint

  01/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/20/2022, I went in to buy a vehicle and settled on a 2020 honda pilot, which is nice. I settled on a price telling the salesman that I only wanted to finance a fixed number. He understood that I would put some money down to get to that number. I had told him that I only wanted the certified pre-owned warranty and what was leftover from the original warranty. NEVER was a service contract mentioned. When I sat down with the finance person, Heather Neptune, a service contract still was not mentioned. She said she was having trouble getting me financed though my credit rating was excellent. She said she could get me financed if I was willing to put $5000 down, which I did. There was no papers to sign, just a tablet, which she fingered though down to the signature line. I didn't think that someone would be deceitful on the loan papers. I left the dealership around 3:30 pm without the car due to not trading in my own car. I got home and went to put insurance on my new to me car. When I looked at the paperwork to insure it, I noticed that there was added a service contract for $3995. I went to the dealership the very next morning at opening and asked about the charge. I was told that I could just cancel it but I had to wait until Heather was back in the office the next day. Now I'm paying interest on $4000 that should have never been put on the loan. When contacting Heather the next day, she wouldn't send the paperwork until I threatened to call the general manager. Then she tells me I have 30 days to cancel and it may take 90 days to get my money back. What she should have done is to take service contract off my loan and reconfigure the payment according.

  Business response

  02/16/2023

  I am sorry for the delay as thought they connected and this was resolved with Mr. ******.

  The contract was cancelled the very next day and funds should have been refunded by now.  Has the insurance vendor not paid yet?

  Again my apologies as i thought i responded earlier. 

  Thank you

  Michael N*****

  ###-###-####

   

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a retired attorney living in Newmarket, NH, with my wife, ******* ********** ***** who is also retired, On or around July 5, 2022 my wife brought our 2018 Honda Pilot to Dover Honda to have the air conditioning repaired. The problem was that on long trips the unit would stop working after an hour or so, and would not work again until we turned it off for a half an hour or so. Then it would stop working again. Dover Honda diagnosed the problem as requiring a new condenser, and charged us $1154 to repair the problem. In Mid August, 2022 we took our first extended trip since the "repair" and had the exact same problem. Upon our return to NH I sent an email to Dover Honda explaining the problem. I got no response to the email. On or around 8/26/2022 we brought the car back to Dover Honda. This time we were told the problem was a leaking discharge hose. The charge was $614. My wife just left for another extended trip, and reports that the air conditioner is, once again, having the exact same problem. On 8/29/2022 I contacted Dover Honda by phone and explained the situation. When I asked to speak to the service manager the call was routed to a voice mail and I left a message explaining the problem. As of the writing of this document I have not yet received a response. Dover Honda had previously failed to respond to my phone messages.

  Business response

  09/16/2022

  From the Dover Honda service manager Michael S******

  "********** wife had the vehicle and was out of the state for some time. Jonathan and I have been in contact the whole time. He emailed me this morning and the vehicle will be back here on Wednesday at 8:45 am and I am putting him in a loaner and having my foreman look at it as soon as possible.
  
  The problem isn’t fixed because of the time out of state with it. I am confident we will be able to repair their vehicle and make everything right."

  thank you!

  Sorry for the delay!

*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. ↩