Complaints

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a vehicle in June. And in August my check engine light came on. The issue is a transmission wiring harness. Which can turn into a safety issue. I notified them that the warranty company would not cover it. It took them 2 months to tell me they would not cover it and would not pay for it. Finally they decided to pay for it. It has now been another three weeks on a job Tim ***** said would on take two days. Why I asked what the issue is with fixing it I was told we are not experts on Chevy vehicles. Now I’m questioning if the work will be completed correctly and safety due to it being an electrical issue! I have not gotten anywhere with them. I need some assistance asap!

  Business response

  11/07/2024

  Hello,   Honda of Cleveland Heights (HOC) appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.   We appreciate your patience as we work to resolve this matter. HOC has been in contact with the customerandour service team explained thatwe haveone techthatspecializes in this particular vehicleandwould beperformingthe repairin order to ensurethe best level of repair-work. HOC will be taking care of the cost of the repairs and has informed the customer that the vehicle is projected to be done this week.   Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.   Best Regards, Honda of Cleveland Heights Customer Service Department

  
  

  Customer response

  11/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is 75% ok with me. It still is an unsatisfactory service what should’ve been a 3 day max repair took a month and counting with no real estimate time that I will receive my vehicle is insane. I hope I can at least get a oil change something because this is crazy!
  
  Regards,
  
  *** ********
  
  
  

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2022 Honda Pilot on Friday, October 18, 2024. I received key fobs with the assumption that they worked to use and start my vehicle. I discovered on Saturday, October 19, 2024 that the Driver 2 keyfob did not work. I called and i was instructed to get a new battery. I proceeded to get a new battery but the keyfob did not work. I realized later that it was the wrong key fob. I called on Monday, October 21st and I left various messages for them to send me the second key fob. I assumed that it was an error. I spoke with Parts, Sales and chatted with the virtual person, Jessica. No one called or emailed back. At this point, i would like to have them either send me the right key fob or give $300 towards the purchase of a new key fob which i will have to program. The sale of the vehicle is in complete.

  Business response

  10/29/2024

   Hello,
  
  Honda of Cleveland Heights (HOC) appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your patience as we work to resolve this matter. If the customer is willing to contact ******* *****, service manager, the service team can decide whether the customer needs a driver one or driver two key for programing or; we can reimburse the customer $300 for their inconvenience.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  
  Best Regards,
  Honda of Cleveland Heights
  Customer Service Department
  
  

  Customer response

  10/29/2024

  
  
  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.

  I need a Driver 2 keyfob and I have an appointment at my local Honda dealer on Nov 8th for a new keyfob.  They quoted me a price of $300 for keyfob and programming.

  I can submit the receipt to Honda if Cleveland for reimbursement but I need to know who to send it to  

  Thank you in advance  

  ***** ******** 

  
  Regards,
  
  ***** ********
  
  

  
  

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a gmc sierra 2022 from home in may. The total price was close to 60,000. After getting the truck home I noticed a few things that did not work on it and we reached out to our sells guy. He said our warranty didn’t work for a month and to tell them it happened after we purchased. They mentioned it did get hit in the rear end in a parking lot but it was all cosmetic I took it in for the oil change and found out the issues were not just a sensor it was from being in an accident and being repaired wrong. It needs a new wiring harness and a few other things. My warranty will not cover this as they said I bought it this way and it was a repair down incorrectly. I’ve tried contacting Honda for 2 1/2 weeks with getting a run around they transfer me around the store until I eventually end up on a voicemail and no call back.

  Business response

  10/25/2024

  Hello,
  

  Honda of Cleveland Heights (HOC) appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  

  We appreciate your patience as we work to resolve this matter. The customer was made aware of the damage the vehicle incurred by signing the vehicles Carfax: see enclosed Carfax.  Unfortunately, Carfax is a third-party providing motor vehicle history reports; HOC has no control of accuracy reported in regard to the damage done to the vehicle. We can only provide the information.
  

  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  

  Best Regards,
  Honda of Cleveland Heights                                                                                                                                                                                                                                                                                                                                    Customer Service Department

  
  

  Customer response

  11/04/2024

  Better Business Bureau:
  Now they are finding more stuff wrong with this truck and I’m 5 weeks without a vechicle. 
  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ****
  
  
  
  
   

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2021 Honda Civic about 45 days ago I had asked this car was in any accident. They told me no it was late at night when I bought the car. It was pretty dark a few days later we had a storm. I realized the trunk was leaking water the back Driver side door is not aligned with the car the bumper is slowly falling off and the gas tank covers also not aligned with the door. I’ve called multiple times I’ve been hung up on. I’ve been transferred. I was given the number to corporate Honda. They told me to reach back out to you and see what you can do for me that this is your issue that you should cover the problem that I’m having, and if I do not hear back from you, please reach out back to them

  Business response

  10/04/2024

  Hello,
  Honda of Cleveland Heights (HOC) appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  

  We appreciate your patience as we work to resolve this matter. Our records state the customer signed the Carfax on the vehicle and made aware of the damage due to accident reported. The Carfax report is attached.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  

  Best Regards,
  Honda of Cleveland Heights
  Customer Service Department

• Initial Complaint

  09/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  My Fiancé (*** *******) and myself (********* *******) are looking for help to resolve issues concerning a dealership that we believe has frauded us. On July 22nd, 2024, we purchased a ***** *** EX (VIN = *****************) from Honda of Cleveland Heights. They charged us without providing the warranty purchased and have not registered the vehicle in our names in the correct state. On my Honda Care contract, it says we have 60 days to cancel for full reimbursement. I tried canceling it by calling their 800# listed on the contract. I was told there is no contract in their system I need to go to the dealership it was purchased at. I called the dealership because I live in Oregon, and the dealer is in Cleveland, Ohio. I was told by the sales rep, Lamar, that the easiest process is to go into ANY Honda dealership. So, I went into my local dealership only to find out there is no warranty under my VIN. Nothing has been officially quoted, created or validated. I have documents showing I purchased a warranty. I also have documents that the FI Manager, Jacob, (from Bend, Oregon) gave me, showing that the VIN has no actual contract in the Honda Care system. The FI manager in Oregon also looked in every system he could and saw that the vehicle has no warranty and is not in any process of being registered in the state of Oregon as of (9/17/24) At the time of signing, I was told we had to fill out both Ohio and Oregon DMV documents because it is the dealerships procedure. I questioned why there was an additional $800 dollars in DMV processing fees. (Oregon is only $268 with no sales tax in the state) I was told not to worry, and my title and registration would be processed in Oregon, and it is their procedure and mandatory fee. Well, according to Ohio BMV, my VIN is registered in Ohio as of 8/21/24. Oregon DMV has no record of my VIN or any documents to even process in my home state for registration. The dealership refuses to answer my questions legitimately.

  Business response

  10/04/2024

  Hello,
  Honda of Cleveland Heights (HOC) appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  

  We are currently in contact and working directly with the customer. HOC is in the process of canceling the warranty and providing a sufficient resolution for the customer.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  Best Regards,
  Honda of Cleveland Heights
  Customer Service Department
  

  
  

  Customer response

  10/11/2024

  Better Business Bureau:
  
  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.
  
  I still have not received notification of my Title work being processed in the state of Oregon. All documents are signed and only need to be sent to the OR DMV. Documents need to be mailed out immediately!

  It has been almost 3 MONTHS!!!!!!!!!!!! and my DVM papers have not been mailed to DMV. MAIL THEM IMMEDIATELY!!!!!!!!!!!!!

  Regards,
  
  ********* *******
  
  
  
  
   

  Business response

  10/22/2024

  Hello,

  Honda of Cleveland Heights (HOC) appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.

  We appreciate your patience as we work to resolve this matter. Our records state the customer's paperwork for the vehicle is at executive as they called and talked to the customer yesterday. The customer needs to get an inspection done in Oregon, the state in which the customer resides. The customer also needs to send an updated insurance card. Unfortunately, HOC cannot proceed with the process in Oregon without those two documents.

  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.

  Best Regards,
  Honda of Cleveland Heights                                                                                                                                                           Customer Service Department

  Customer response

  10/22/2024

  Better Business Bureau:
  
  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.
  
  HERE WE ARE........ over 3 MONTHS!!!!! and still my DMV documents have not even been sent to the state of OREGON.
  
  I do not know why the dealership insisted that we had to sign Ohio BMV docs. We were promised that it was going to be sent to our state of Oregon, and that this was just part of their process, and we would have no issues.
  
  Do you know how frustrating it was to have to go to the DMV and get a VIN inspection? Every single person who works there that we talked to said it was not needed. The dealership should have done it and just submitted all of our DMV docs to the state for processing!
  
  We have mailed out the additional requested information; to finalize the "processing" of our DMV docs so you guys can finally mail them to the state of Oregon.
  
  Again, I work with loan signings on a daily basis. Title work gets filled out, verified, signed, checks made, and sent in the mail. Easy. Even out of state deals.
  
  The fact that OR DMV still has not received anything is absolutely unacceptable, and all involved needs to be held accountable.
  
  The extra $810.25 that was charged for our DMV docs to be "processed" by your third party, which is listed at a "plate fee" needs to be reimbursed. As well as the $9.00 VIN inspection that I had to pay for, that was not needed if the dealership had done things properly in the first place.
  
  I expect a cashier's check of $819.25 mailed out to the lienholders. Overnighted with a tracking number sent to me.
  
  I also expect my DMV documents to be mailed out by the end of this week, absolutely no more excuses or reasons as to why they are not in the mail to OR DMV. My DMV docs need to be sent overnighted with a tracking number sent to me. Immediately!
  
  Regards,
  
  ********* *******
  
  
  
  
   

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paint bubbling on the hood of my 2020 CRV in 5/23 Dealer supposedly fix it. Bubbles returned 3/24. On 4/2/24 the dealer took it to get an estimate. 4/15/24 Took car to dealer to fix it took them 5 weeks to say they were going to repair or replace the hood and Honda was paying for the repair or replacement. It is 7 weeks without my car. And nothing but lies after lies after lies. The dealer did not communicate to the body shop properly and the body shop said my car was in a minor accident on 4/2/24 when it was taken in for an estimate for paint bubbling on the hood. NOT AN ACCIDENT 1) I am not paying for anything for the free loaner they gave me No extra mileage 2) The Carfax Report needs to be removed immediately Or compensation for damages because car was never in accident while in my possession. Total mistake on their end that will follow car when I sell or trade it Or if in accident while in their possession compensated for damages they caused to my car 2) A new hood with proof that it is a new hood. As stated I was getting by Lance ********** on 4/22/24 and Brandon ***** on 5/1/24 3) A correct paint job and exterior paint protection (that I paid for when I purchased the car) with proof that this has been completed correctly. 4) A warranty on the hood, paint and exterior paint protection in writing including it was completed properly to Honda’s high standards. 5) A guarantee that my car will be in the excellent condition it was in when I brought it in weeks ago with factory installed specs on the new hood. I have not heard anything from the dealer since they said my car was in an accident. Last week their lawyer reached out to me I have not reached out to her because I was waiting to hear from a law firm. They told me to contact you So here I am 7 weeks without my car and no idea if it is fixed if they had an accident with it or if it’s fixed. I have attached photos of the work order from May 2023 and the bubbling paint March 2024

  Business response

  06/06/2024

  Hello,
  
  Honda of Cleveland Heights appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your patience as we work to resolve this issue. As of 6/5/2024 we have since been in contact with this customer and their attorney. We are currently working to reach an amicable solution to resolve the customer concerns.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  
  Best Regards,
  Honda of Cleveland Heights
  Customer Service Department

  Customer response

  06/06/2024

  Better Business Bureau:
  
  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.
   They still have not removed the false Carfax report that my car was in an accident on 4/2/24. I did pick up my car yesterday 6/5/24 and the paperwork stated my car was in an accident now on 4/2/22. I did not sign the paperwork they wanted me to sign - attached photo.  It now states the car was in accident on 4/2/2022 not true once again. A “minor accident” was reported by Motorcars Collision on 4/2/2024 when the car was taken in for an estimate on the bubbling paint problem on the hood. 
  I has the car there on 4/2/24 and again on 4/5/24. Where Carlyle ******** now took pictures of the bubbling paint. If I was in an accident on 4/2/24 as the Carfax report says. How was I able to get the care repaired in 3 days???

  I would also like to know why my car was driven 6 miles when the body shop is 0.2 miles away??
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** *******
  
  
  
  
   

  Business response

  06/12/2024

  Hello,
  
  Honda of Cleveland Heights appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your patience as we work to resolve this issue. Unfortunately, we do not have access to see who reported the accident to CarFax - only the owner of the vehicle (the customer) can obtain that information. We have not made any report alleging an accident. If the customer would like further clarification on who reported the matter, we highly suggest contacting CarFax to further resolve the discrepancies. We will continue to work with the customers attorney in hopes to resolve this issue. 
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  
  Best Regards,
  Honda of Cleveland Heights
  Customer Service Department

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 5, 2024, my daughter was driving my car to work and was forced to drive through flash flooding, causing her car to stall out. Roadside assistance was dispatched and the car was towed to the nearest Honda dealership per the requirements of the roadside agreement. It is currently at Honda of Cleveland Heights, where it has remained due to their refusal to release the car to our auto insurer ***** ****, stating we owe an invoice for parts ordered. I never received any type of work orders or invoices, whether written or verbal, and I never agreed to any such work. The insurance company has dispatched a tow truck twice now in order to get the car to the ***** **** approved repair location, and the tow has been denied by the dealership. They are essentially hijacking our car. We have attempted to contact several individuals, including the service manager, the general manager, etc, and continue to get the run around, we are not given names or extension numbers or even emails for the general manager or service manager, leaving us unable to further resolve this issue. The few times my husband or I have spoken to someone, we do not receive the promised returned calls or any further information. I have reached out to corporate Honda to file a dispute as well. We would really appreciate the help in resolving this as it is causing much stress to our family.

  Business response

  05/29/2024

  Hello,
  
  Honda of Cleveland Heights appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  We appreciate your time and patience as we investigate this matter. According to our records, on 5/6/2024, an invoice was opened for the customer after we explained their vehicle needed a full engine assembly due to the customer driving through a flooded area. We also recommended additional services to remove water from other components, such as an oil change, pan filter, and air flow sensor. After we provided the customer with the recommended services and cost, the customer reached out to their father for assistance with the repair cost. When we spoke with the customer's father, he stated that the engine failure was caused by water splashing on the hood of the vehicle, contradicting the explanation we originally received from the customer (his daughter). Our service manager advised the father of the original explanation, which led to his great dissatisfaction. In an effort to show goodwill, we canceled the order for all engine parts and only completed the authorized work requested by the customer, which included diagnostic time, cabin air filter replacement, oil change, filter change, and mass air flow sensor replacement. Based on the information provided, the customer was well informed of the services received and their obligation to cover the repair cost.
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  
  Best Regards,
  Honda of Cleveland Heights
  Customer Service Department

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased a brand new 2024 Honda HRV Sport on October 28th 2023. The sales transaction was smooth and I was able to trade in my previous leased Honda and pay $0 down. Great experience. However, my car was stolen from my driveway on March 19th (less than 5 months after leasing). I contacted Honda to inquire about the warranties, coverage, etc on my vehicle and if there was any tracking device to help police locate the vehicle. I was encouraged because I knew my car had a sticker on the window placed there by Honda of Cleveland Heights that said something to the effect of "Warning this vehicle can be tracked by police". When I contacted Honda, I was transferred no less than 6 times to various people and I had to re-explain the intent of my call to each person. I received extremely late call backs if any when I finally did fully explain my issue. No one at Honda in any department could explain why the police tracking sticker was on my car yet had no issue explaining to me (first time I heard of this) that my HRV Sport was not compatible with Hondalink GPS tracking. ALL of my prior Honda leased vehicles came with this tracking. I was not made aware of this lack of feature at any time during the sales process. I would have opted for a different compatible model. Filing this to express frustration with how long it took to get a response from Honda as well as as false, incomplete and deceptive advertising practices. I also inquired about a new lease and was told that my Honda loyalty and fact that the car was stolen out of my control at my own home was not enough to waive a down payment or get a better lease deal through them. Good riddance.

  Business response

  04/05/2024

  Hello,
  
  Honda of Cleveland Heights appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  Thank you for your time and attention to this matter. We regret to inform you that tracking is only available for the highest trim level of Ex-L, which comes at a higher price. Additionally, the tracking feature requires a monthly subscription fee. Also, it would have been immediately apparent that the specific Hondalink feature which allows tracking of the HRV wouldn’t have been an option on the initial setup.  Although you did not acquire tracking with Hondalink, we offered a similar product for theft protection and Recovr, both of which were declined at the time of sale.
  
  We understand that it is unfortunate that your vehicle was stolen and we would be more than happy to assist you in acquiring a new vehicle. However, in order to provide you with comfortable payments, we request a down payment. During the original sale, a down payment was not necessary as the vehicle you traded in had more equity.
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  
  Best Regards,
  Honda of Cleveland Heights
  Customer Service Department

  Customer response

  04/05/2024

  Better Business Bureau:
  
  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.
  
  Can I be provided with proof that I was offered any additional theft protection and declined? Also, there was no response as to why there was a theft protection sticker indicating tracking by law enforcement was placed on my vehicle. False advertising and I will not be returning for any future business with Honda. I have found many other companies that offer $0 down and it’s sad that a company that values loyalty would not help a customer that has done about 10 years of business with you.
  
  Regards,
  ***** ******
  
  
  
  
   

  Business response

  04/10/2024

  Hello,

  Honda of Cleveland Heights appreciates the Better Business Bureau's communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  Thank you for your time and attention to this matter. We have attached the documents declining the additional theft protection. Also, we are unsure which sticker the customer is referring to in regard to a “sticker indicating tracking by law enforcement” but the vehicle may have an anti-theft system warning indicating the vehicle has an alarm as well as key recognition software.
  
  If the customer wishes, we would be happy to assist in getting them into a different lease with $0 down payment. 
  
  Should the customer have any additional questions or concerns, please contact our Customer Service department at 330-439-5721.
  
  Best Regards,
  Honda of Cleveland Heights
  Customer Service Department

  Customer response

  04/10/2024

  Better Business Bureau:
  
  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.
  
  Thank you for the documentation provided. I do not recall seeing that breakout of what I accepted and what I declined. Was this part of the paperwork I bulk signed after I was done with my sales agent? If I had seen it laid out in this manner I would have opted for the protection or had known to get my own theft protection. The fact that my model did not have any theft protection when all of my previous Honda leases did, did not even cross my mind. I was never made aware at any point in the over 4 hours I was at the dealership that my car did not come with any such theft protection much less that I had an option to purchase. The only thing discussed at length was my lease price.
  
  Regards,
  
  ***** ******  
  
  
  
   

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If there was a zero rating, that would be what I would give Honda of Cleveland Heights. I just had my vehicle in for service in the last several days. I received my vehicle with oil, boot stains, oily fingerprints inside of the vehcile. I notified my service advisor of this issue and I was informed that I would receive a complentary detail. I was afforded a vehcile to dry in the interim. The vehicle I was given was filthy and wreaked of marijauna. I was appalled because due to my profession this could have caused me some serious issues with my employer. Unfortunately, no one ever calls a client any more at this dealership when vehicles are ready for pick up. I received a text message only. I inspected my vehicle and found that no complementary detail was given, someone seemed to just attempt to wipe the oil and grease stains. In which they didn't even complete the job. I complained once again to the service mananger pertaining to the vehilce that I received and the condition of my vehicle. I did receive an apology however nothing else was offered to me. This is the third occurence of this behavior at this dealership. My vehicle was in for service a couple of months ago and the same scenario happened at the time as well. My vehicle was also damaged by someone in the service department which resulted in body work repairs that had to be made. Things to note are that the lines are always execessively long, and the professional decorum seems to be a lost art. My plan is to report these mishaps to the **** ******** ******** the Better Business Bureau, and the local news so that this unprofessional behavior can stop. I am in the market for purchasing a new vehicle and the sales side needs some recalibration as well. I set up a day and time to come to see a vehicle. I was left standing in the lobby appoximately one half of an hour.

  Business response

  12/15/2023

  Hello,

  Honda of Cleveland Heights appreciates the Better Business Bureau’s communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.

  We are currently researching the customer’s complaint and are working diligently towards a resolution; we require additional time to conduct a thorough investigation in order to provide a comprehensive response that meets both our commitment to customer satisfaction and the high standards set by the Better Business Bureau. We believe that by requesting this extension, we can provide a more detailed and well-considered response that will address all aspects of the complaint comprehensively. Therefore, we kindly request that you grant us an extension of five additional business days, allowing us until 12/22/2023 to submit our response to the customer's complaint.

  Thank you for your attention to this matter, and we look forward to working collaboratively with the Better Business Bureau to address and resolve this complaint effectively.

• Initial Complaint

  10/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I do have to say this has been 1 of the worst, if not the worst, car buying experience we have ever had. 2020 CR-V EX-L Purchased in August of this year The car was listed on the website with 32k miles and when we drove it off the lot realized it had over 38k miles. As you know 5k miles is a pretty big difference. The price should have been adjusted, and the 30k Honda recommended service should have been completed. They never took the tracker off of the CR-V We had to follow up for a few weeks to finally get a response on the status of the replacement parts Mari was supposed to order; come to find out, those weren't ordered. Another salesman stepped in/up and really helped us get to the right person. The correct trade paperwork was not completed. The car was never detailed inside There a crack on the tailgate we didn't see until after.

  Business response

  10/18/2023

  Hello,
  
  Honda of Cleveland Heights appreciates the Better Business Bureau’s communication in helping us resolve any customer service issues. We regard customer service as the focal point of our business and are committed to maintaining exemplary support and service for our customers.
  
  On October 5th we contacted the customer and addressed their initial concerns of having the vehicle detailed, a second key made, and fixing the molding. We apologize for any inconvenience this may have caused.  We were unable to repair the tailgate without cost as this issue was present at the time the customer purchased the used vehicle and accepted “AS IS.”  We are willing to work with the customer to discuss the repairs to the tailgate.
  
  At this time, we believe all customer issues have been addressed. Should the customer have any remaining questions or concerns, please contact our Customer Service department at 330-439-5721.
  
  Best Regards,
  
  Honda of Cleveland Heights
  Customer Service Department

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