Complaints

• Initial Complaint

  10/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  October 9, 2024 Approximately 2:30pm Arrived to dealer to look at 2023 ***** ****. Test drove, spoke about, inspected, and considered vehicle. Decided to purchase. Left dealer at Approximately 7:30pm October 10, 2024 Picked up vehicle from dealer. Upon further inspection, I found the dealer misrepresented the vehicle in the window sticker which is in my possession. The dealer advertised the vehicle as the carbon edition and it is not a carbon edition of the vehicle, missing several specs. Of those listed on the sticker which was displayed on the vehicle, include a 10 speaker audio system whereas the vehicle has 6 speakers and 19inch alloy wheels whereas the vehicle has 17inch wheels. At this time other misrepresentations are unknown due to being a new owner still. I attempted to contact the dealer however was met without answers to clarify the misrepresentation at hand. The vehicle was $25,655. Total value paid to dealer through financing was $30,730.32.

  Business response

  10/31/2024

  We see and understand the customers complaint. We deeply apologize for how the transaction transpired. We can say that it was not our intention to mark the wrong trim level on the vehicle. To make things right with the customer we are willing to reimburse the customer the difference in the trim level advertised to the one that was actually purchased. Please reach out to my General Manager of our Store Elijah C***** to get this handled for you. His email is ************************

   

  Customer response

  10/31/2024

  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. 
  
  Regards,
  ******** *****
  
  
  
  
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  04/01/23 purchased 2012 ***** ****** 155,904 miles. I bought ****** Warranty and dealership maintenance. My auto insurance policy (rep said) provides roadside assistance, towing; my brothers is a mechanic. So, 4/3/23 M. G** agr**d to cancel. Wrote letter dated 4/3/23 and delivered to dealer when I picked up the car. Warranty only valid for “normal wear & tear” but then says “ warranty NOT VALID for VEHICLES with over 150,000 mileage. A contract requires valid subject matter. M. G** said ok 8-10 times regarding this. I was advised on June 22 M. G** said check being issued by ****** and would be forwarded to lender to be credited to loan. 8-10 weeks would see it. Warranty Co. says request must come from dealer. Spoke to mgr. Mark C******* who said would have Michael G** remove. Contract is invalid because the warranty was invalid due to mileage. It’s basically fraud. I can’t sue because of arbitration clause even though one clause in contract says you can withdraw the coverage. Basically I’m paying for a warranty that I’ll never be able to use. They won’t refund my money, even after both employees represented they would . The amount I requested to be refunded is 4,300. I

  Business response

  02/13/2024

  In regards to the complaint expressed by ******* **********, ***** ***** ***** **** has flat canceled the following contracts on, February 13, 2024. ****** Vehicle Service Contract: $3,183 ** Vehicle Shield: $248  Customer Maintenance Agreement: $749 Theft Protection: $120 As soon as ***** ***** ***** **** receives the refund of these canceled contracts, we will send the total amount of the refund ( $4,300) to the lending institution which will be applied to the consumer’s loan balance. Cordially- Marc

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We bought a used ****** ****** from this business. Several things were supposed to have been taken care of before delivery. Recall fix, rustproofing and additional key fob. When we went to pick it up none of this was done but we took delivery since the insurance had been changed over. A week later the car was picked up and a loaner left to do what was supposed to be done. The recall issues were supposedly fixed and the rust proof done but when the car was returned there was no key fob. We were told that it was being worked on. Most of the correspondence was done in text which stated that the fob was being worked on and would be included when the vehicle was returned which it wasn't. We were then told that someone would contact us within a week and come to us with it and program it. After a week with no call, we have tried in several ways to get a response and resolution. No response. We have called, emailed, texted tried on Facebook. Nothing. We would have to spend several hundred dollars and more time to do what we were promised several times. All we want is the key fob we were promised. This has been going on for over a moth and in the past 2 days we have been unable to get a response or a resolution.

  Business response

  10/23/2023

  We spoke to the customer over this past weekend (10-22) and are in possession of the second key fob. The key fob will be delivered to the customer tomorrow (10-24).

  Customer response

  10/25/2023

  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. 
  
  Regards,
  
  ****** *********
  
  
  
  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday July 14th, I had my vehicle towed to Great Lakes Honda City to fix a problem with the alternator; I then recieved a call on July 18th at 2:13PM from the shop and it was shared with me that my transmission was broken and my vehicle couldn't go in reverse. I suspect that they are at fault for this problem because on April 9th, 2023, I had my vehicle in the shop for what I thought was a transmision issue to which they told me that it was not my transmission, and proceeded to charge me for other repairs; and now all of the sudden, my transmission is broken and they are giving me an estimate of $2,700 to fix a problem I believe they caused. I asked for an estimate on paper / in writing but they didn't give me an invoice. I only got a price by word of mouth which is the aforementioned $2,700.

  Business response

  08/09/2023

  Good afternoon-

  I have summarized our interactions and repair orders along with recommendations with this customer.

  RO #******
  Invoice date 7/21/23
  Mileage - 179,809
  Complaint - customer states car died while running. Alt test .5 diag
  Notes state that we confirmed the alternator and battery needed replacement. Upon pulling vehicle out of the shop, tech found that the vehicle would not move in reverse. Recommended replacing the transmission with a used unit. No other work performed at this time.
  
  Prior repairs:
  RO #******
  Invoice date 5/31/23
  Mileage - 178,442
  Complaint - customer states transmission light on and "D" light flashes
  Notes state we found code P0842 for Transmission Pressure Switch A. We replaced this switch, cleared the code and test drove the vehicle to confirm the error messages were resolved. Also replaced lower air cleaner housing and air intake tube at this time.
  
  RO #******
  Invoice date 4/3/23
  Mileage - 176,599
  Complaint - Fluid leak, A/C blowing warm air, wipers inoperative
  Notes state the vehicle had substantial front end collision damage. We replaced the leaking radiator, damaged A/C condenser, the A/C compressor, and the wiper motor and transmission.
  
  In short, there really isn't any way we could have caused the transmission failure when the vehicle was towed in July 14th by simply testing the battery and alternator output. The technician who diagnosed the vehicle, Jason Weber, is a Honda Certified Master Technician. His recollection is that the vehicle is in pretty rough shape, as well as being a 2010 model with nearly 180,000 miles. The advisor who handled the order in July, Steve M****** recalls the customer stating that they believed the vehicle was damaged in some way by the tow company that towed the vehicle to us. It was his belief that the customer was pursuing the issue with the tow company. By the time the vehicle reached us, the transmission had failed to the point where the reverse gear was completely inoperative.
  
  I've attached copies of the above invoices for reference. If you need any more information, please let me know.
  
  Thank you-

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 5th, 2023 I inquired on a 2009 ***** ***** **** that is being advertised at Honda City for $7,777 with the mileage of 88,713. On June 6th I got a call from Wendy from Honda City about the inquiry I made and stated to me that the vehicle was a cash only deal and the mileage was wrong their website and carfax as well. Wendy then told me that the mileage was over 200,000 and not 88,713 stated on the website and carfax. The reason behind the mileage being wrong on carfax is because according to Wendy from Honda City is that their dealership is having issues changing the mileage on both the carfax and their website.I personally find this hard to believe because I was able to change my mileage on my carfax. I feel that Honda City is false advertising and using vehicles like the one I was inquiring about as a bait and switch to get consumers to go to their dealership. I don’t want anymore contact with the dealership as now it more of harassment from them call and texting me to try to sell me a vehicle for 2 weeks now even though I made an appointment with Honda City for June 7th to look at other vehicles but couldn’t get myself to go because of that first interaction with Honda City Very blatantly false advertising something that had low mileage but has way more mileage than advertised.

  Business response

  06/27/2023

  We apologize that the customer feels as if we did a bait and switch, that was not our intention. We have informed the customer of the mileage discrepancy on the odometer and also the Carfax. We offer a free Carfax report on all our used inventory on our website. The reason we are offering it as a cash only purchase is because we do not want to breach our agreement with the lenders we do business with. I've attached both the Carfax and odometer in this response for a reference. We have been informing customers before reaching our dealership with the situation of this vehicle.

  Customer response

  06/27/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 20212336, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  ******* ****
  
  
  
  
  

• Initial Complaint

  05/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I called in today to try to figure out what's going on with my car. I spoke with Charlie he's financial Manager. I had to take a phone call from my doctor told him I'd call him right back. I called back 10 minutes later and was told he was on another line asked to speak to the sales manager Ralph T****** picked up. I asked him what's going on with my car and he acts dumbfounded like what do I want to know? I said I received a letter today from Honda saying that they wouldn't finance me. He tells me he doesn't deal with finance that's Charlie and Charlie isn't there today and I was like "I spoke to him 10 minutes ago that's a lie". He immediately gets offended as liars do. Gets angry and says "what did you just say to me?" I repeating myself that's a lie I just spoke with Charlie 10 minutes ago. Says things like, if you Wana act like an adult? Lmao. I said look I'm just trying to figure out what's going on with my car. Puts me through to Charlie and Charlie apparently can't pull up any of my financing says they're in records like it's the 1900s and isn't on a computer right in front of him. I asked if he could get them? Apparently no way of doing that either.Continues to lie to me saying hard inquiries don't affect your credit at all. Like I don't have the right to know what's going on. Absolutely everyone knows hard inquiries are going to affect your credit. I asked if I was pre-approved at 1.9% why would you run my credit three more times. He says he ran it to make sure I wasn't a criminal. I'm the first person in human history that a credit check is now a background check.This is the most unprofessional car buying experience I've ever had. I think they robbed me of my down payment. If Lieing disrespecting and treating your customers like s*** is how Honda City wants to do business five stars! Like we all don't have credit karma in our pocket. Lol

  Business response

  06/14/2022

  We have been in contact with the consumer throughout the entire process. The car he wants has not been available, due to industry shortages.  He does not qualify for the special finance rate however Honda Finance has sent him notice of the rate that he qualifies for (2.9%).  He has a 90 day rate lock from the approval date of 4/11.  We did try to secure a better rate through some other lenders.  I checked on his order again today and was told the production date has been moved back again.  We can sympathize with the customer but this is beyond our control and are doing our best.  As a gesture of goodwill, we will offer a service credit of $100 as a thank you for doing business with us.

*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. ↩