Complaints

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

      My husband **** * ****** *** and I ********* * ******* *** put a down payment on a 4 door truck about $40,000.00.    Linda W**** without knowing me said I could not afford to buy that 4-door Honda truck. I had my chore clothes on that day.    Please return the $9000 to me ********* * ******* in check form  Please return the $21,000 to **** * ****** *** in check form.

  Business response

  10/07/2024

  Client came into Mohawk Honda and picked up their pre-owned ***** **** on 7/31/24 and paid in full for the vehicle.  They have been driving the vehicle since with no communication to the dealer. There is no money owed back to customer at this point.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my 2018 ***** into Mohawk service center on 5/16/24 at 8am to diagnose my A/C system which was only blowing hot air. Service advisor Gunnar and I talked about the two extended warranties available for my vehicle, one for the condenser and the other for compressor shaft seal, and said there was a high likelihood the issue was one of these two components. I was told if during diagnosis they found an issue with the system not covered under the warranty, work on my vehicle would cease and Mohawk would call me to verify what needed to be done and how much it would cost. At 2:50pm on 5/16/24, Gunnar calls me to say they have not been able to diagnose the problem yet, but they "found the blower motor is inoperable" which was due to a faulty transistor which needed to be replaced to complete diagnosis (the blower worked that morning, because it was blowing hot air). I was quoted for $70 to replace the transistor and I agreed to this. I also agreed to leaving my vehicle there overnight so they could finish diagnosing early the next morning (5/17). I called Mohawk at 11:00am the next day (5/17) to see what the status of my vehicle is (at this point, I don't know what is causing the issue, and I have only agreed to paying ~$70 for the blower transistor). I eventually connect with Mike at 11:25am, who tells me my condenser is bad, but is not covered under the warranty because even though it's an OEM part, it's not the original. At this point I ask how much I owe w/o condenser, and he asked if someone else has already quoted me (suspicious, the cost should be the cost). He eventually says that I owe $882 for just diagnosing and the transistor. The day before Gunnar told me Mohawk would call me before performing work that was not covered under warranty. I was called once, and quoted $70. When I called back the next day (they did not call me), that number ballooned to $882. Overall a very deceptive and shady experience. Not unfair to say Mohawk held my car for ransom.

  Customer response

  05/24/2024

  BBB sought clarification from the consumer on the desired refund amount, and the following was relayed: I'm requesting a refund of $882 for the unauthorized repair that I'm being charged for.  

  Business response

  05/31/2024

  After conversation with customer, Mohawk Honda is refunding $452.03 as a goodwill gesture to the customer.  All work was completed and is satisfactory at this point.   Customer had questions about the repair and the process in which the approval of additional work was communicated.  Both parties agreed to this refund being a fair offer. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** * ******* ************ ********************* ***** ****** **** ***** *** * ***************** Timeline of events 1) September 20, 2022 - Car brought in at 122150 miles with codes of P0420, P0430, P0300, P0302 – Under warranty, fuel injectors replaced 2) June 28, 2023 – Car brought in for same code P0420, part was on back order, but diagnosed as replacement of fuel injectors recommended AGAIN, despite being replaced at 122150. 3) July 23, 2023 – Car brought in at 144529 – on the ALL DTC Test Certification from that date shows that the Catalytic System Efficiency problem. Below Threshold, B1. Also states that the injector issue can cause interior wear or clogging – can deteriorate the catalytic converter. So at this point the Catalytic converter SHOULD have been replaced based on bulletins on this issue, instead they just replaced the injectors AGAIN – the injectors were practically new – since they were replaced at 122150. 4) March 23, 2024 – 162,143 miles. Car brought in again. P0420 codes coming up again – states that the catalyst system below threshold – failed Air-fuel test and possible one or more catalytic converters need to be replaced. Due to these issues, it was throwing other codes such as P2638 – which led them to tell me I needed a new transmission at 6500 installed – plus the cat plus the injectors – all of which are now conveniently not under warranty. So they were going to replace the injectors again off of the P420 code, but the cat should have been replaced earlier at 144529 or even at 122150 when it was still under warranty. Had car towed to different shop – transmission was not bad – it needed the catalytic converter. 5) April 12, 2024 – 163,222 miles – Replaced catalytic converter – same code P0420 The catalytic converter should have been replaced earlier prior to going out of warranty – all that prior work was done by Mohawk Honda – see detailed notes. Requesting $2084.53 for cat replacement plus the $177.12 misdiagnosis fee

  Business response

  05/13/2024

  Per manufacturer VIN check, the catalytic convertor warranty is 8 yr/80K miles (whichever comes first).    Upon first visit @ 122,152 miles when injectors were replaced (injectors replaced under warranty, no charge to customer), the catalytic convertor would have been approx. 40K miles past the warranty coverage.  Mohawk Honda is willing to reimburse the diagnosic fee of $177.12.  

  Customer response

  05/16/2024

  I have reviewed the response made by the business in reference to complaint ID 21683508, and find that this resolution is satisfactory to me.  however I am filing a complaint with **** and ***** national about this, the cat should be extended as well to 150k  Regards, **** *******

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mohawk ***** has lied to me on several occasions. The first of which, I tried to get my front passenger wheel repaired and the tech told me it would be “at least a grand in labor alone” because of “frame damage”. They sent me to their collision center down the street who told me they couldn’t get me in for at least a week and that was just to look at it. I decided to go up the street to **** ********* and **** there fixed everything for $500 same day and said there was absolutely no frame damage. More recently, I bought a 2014 **-* from them. The tailgate opener switch didn’t work, so I locked and unlocked the car and it worked. I brushed it off as a goof and 3 days later, the switch stopped working and I couldn’t access the trunk of my car. I brought it back a couple days later and the tech looked at it and said were know issues with the tailgate before I purchased the vehicle (Which everyone I spoke to before purchase neglected to tell me). The tech said they “took the switch apart” and fixed it (instead of them fronting the cost for the cheap part and doing the job correctly”. Immediately after, I tried to open the tailgate just for it to not open. The tech said afterwards that he would order a new switch for me and it would be in in 1-2 days. After, I went home and took the switch out myself. There was no way they opened it recently. The ****** were rusted shut, the foam was undamaged, and the switch was full of water. 12 days later, I haven’t heard anything and gave them a call. The switch was delayed a week and now won’t be in for another 1-2 weeks. I decided after this to not waste more time and went to ******** ***** to get the switch. While I was at ******** *****, the sales associate informed me that my warranty was not valid there, despite Mohawk ***** telling me it was valid at any ***** dealership. I ended up having to buy the switch for a little over $75 from ******** ***** to install myself. I will never buy another car from Mohawk ***** again.

  Business response

  01/30/2024

  Mohawk ***** has made several attempts at contacting client to reimburse him via phone and email provided with no return contact.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle in march. Within one month I returned because my side mirror kept coming off and my headlight was full of water. They did nothing. In June I experienced electrical issues where the car physically would not shut off, the lights would not turn off, and the AC turned on when I tried to turn it off. I had the vehicle towed to them, they had the vehicle for 5 days and told me that nothing was wrong. On September 21, my brakes failed and I ended up hitting two cars. The dealership’s response was that I’m at fault since I never brought the vehicle to a ***** service to be checked out. I believe that they had prior knowledge of the defects with this vehicle and sold it anyways. I spoke with them today about wanting out of the vehicle - I’m no longer comfortable putting my children in this car. The sales manager told me my only option is to pay for repairs and see if I qualify for a trade in. I believe this is unacceptable. I only had the car for 6 months and have returned it to them twice now with issues that they have not fixed. I believe they are scamming people and placing people in unsafe vehicles!

  Business response

  09/25/2023

  Mohawk Honda sold the vehicle to the customer on 3/3/23 and as part of the used vehicle reconditioning, the vehicle received a brake fluid exchange, resurfaced front brake rotors and replacement rear brake pads and rotors on top of other items. After the customer picked up the vehicle, we did not see it again until 6/3 when it was brought in by a tow truck with concerns of not starting.  It was stated that the vehicle would not turn off the prior day and then would not turn on 6/3. Mohawk Honda successfully started and turned off the vehicle 5 times without any issue. Mohawk Honda was able to pull codes stored in the on board computer relating to the keyless access system. When there is a keyless access system issue, the vehicle needs to be seen/repaired by a ***** dealer which was suggested and conveyed to the customer. On Friday, 9/22, Mohawk Honda received a call from the customer about getting in an accident.  We offered to do a full check over of the brake and electrical system at no charge when the vehicle is at the collision center being repaired.  We also offered, upon completion of collision repairs, to work with her on finding a replacement vehicle.     

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Despite being a loyal customer and having purchased over six new cars for myself and my family members in the past, your service department has constantly try to take advantage when it came to my daughter or wife car, even a small thing such as an oil change they would charge them $150.00 but when confronted they said I should not come there any more because they knew they were 100% wrong, especially the last incident listed below There was a minor repair, involving the installation of 1 bolt in the exhaust, I was charged at an outrageous price of $200. Furthermore, during the repair process, a window was left open overnight, causing rainwater to enter the vehicle and soak the back seat and carpet. I witnessed this incident myself when I came around 6 or 7 am to pick up my daughter's allergy medication that was left in the car. I urge you to review your surveillance footage, which will corroborate my claims. I would greatly appreciate it if you could email me at your earliest convenience to address this matter. Additionally, my own brand new ***** ******* *******, which has only 300 miles, won't even turn on, and there are several other issues, too many to list here. They would not even honor the honda manufactures recall policy. I have already spoken to an attorney who advised to file this complaint as no one on Mohawk honda has returned my emails , phone calls and text messages for which I have all on record

  Business response

  06/30/2023

  Customer arrived at the dealership and requested that we replace bolts on their broken exhaust (3/20/23).  The cost of the parts was $32.94 and required one hour of labor to complete($154/hr).  The total with tax was $200 and was signed off on by the customer which can be seen on the attached repair order.  Upon pickup, it was discovered the window was left cracked and at that time Mohawk Honda performed a full detail, extracted all water out of the vehicle and dried it. In regard to the comment of their 2020 ***** not starting, it has been driven less than 500 miles in 3 years.  There is constant draw on the batteries, and we suggested on multiple occasions that if they are not going to drive it that they install a battery tender to keep the battery charged.

  Customer response

  06/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  It is so sad that they have to resort to lies , THEY NEVER EVER CLEANED THE CAR THAT THEY HAD DAMAGED AND AFTER 5 phones calls and 22 emails said my wife can not come to dealership .   Regards,  ***** *****

  Business response

  07/05/2023

  Please see attached email where client says he called in and left a voicemail for Kevin saying that the issue was resolved.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am trying to return an incorrect part that I received for one of our vehicles ('17 Civic) that was part of an internet order (#1188) on 5/12/22 (through www.oemhondapartswarehouse.com) that is handled through Mohawk Honda's parts department for credit. I have sent them numerous emails, submitted numerous requests through the website and have even called (************) and spoken to someone in their parts department (named Jason) directly on 5/25 to no avail. He stated that their record showed someone had emailed me a return label on 5/23. However, I never received any such email, and I checked and double checked every single file (spam, junk, trash etc) in my email address. Upon explaining this to him that I hadn't received it, he said he would put in a request for it to be re-sent. I also resubmitted additional requests by email and through the website myself, yet as of today (5/26) I have received no such email with any return label. All I'm trying to do is return the part for which I have no use because it is incorrect for our vehicle, and be credited back the amount I paid for it. Yet for some reason they just don't seem to respond to my requests. This has become far too dysfunctional on their part in terms of coordinating what should be a simple return process!!

  Business response

  06/13/2022

  When the first return slip was sent, it was a link to a return label and by the time it was clicked, the website link had expired.  A new label was manually created and emailed to the customer on 5/28.  The part has been returned and his credit card has been refunded.  The refund was processed on 5/25.  Thank you.

  Customer response

  06/13/2022

  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,
  ****** *****
  
  
  
  
  

*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. ↩