Complaints

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2018 Toyota Corolla LE late Saturday July 13, 2024 evening. I didn't drive the car at all Sunday, being I was off work. Monday I drove to work and after work went across town, on the freeway, and the car was very unsteady, squicking coming from front of the vehicle, swaying, breaks low when stopping, pulling to right, calibers sticking making noise.. While stopped the car is idling very high then low, and hearing noise in the engine. So I called Tuesday July 15th to see about EXCHANGING, or returning the car without any penalty, and No Repo On my credit report. They said they would have it service on Friday July 18, 2024 so I took it in.. When I picked it up I jumped right on the freeway to see if the issue solved.. It was slightly better with the pulling but pulls to the right now.. Still engine noise and idling high and low, still squicking within the struts, still unsteady, calibers still sticking when breaking with noise. I called and texted left a message that I just would like to return the car bc I'm unable to exchange it.. I do not want to trade it bc they said I'm looking at a $6000 cost. By law I thought I had 3 days to exchange the vehicle bc it showed on their web site,(I've attached screen shot of it)...thats false advertisement bc Ray, sales manager said they don't; also I thought that was what the 30 day warranty was for, but he told me I didn't this morning, July 19th. I asked,when speaking to Ray, sales manager, if I could return the car bc I really have a bad vibe about the car now. He stated they ordered the tail light that is broken on the driver side and will have the car checked out again once it came in and will have a rental for me to use, which is really appreciated., but I really don't feel comfortable keeping the car now.. To add to it I didn't know the car was previously in an accident, which is not good. I'm just asking to return the car without a repossession on my credit please.

  Business response

  07/30/2024

  Hi *******,

  
  Thank you for your feedback. I wanted to clarify that the three-day exchange policy applies only to Honda-certified vehicles.
  We appreciate you taking the time to speak with us and look forward to meeting with you today.

  ******* ****
  General Manager

  Business response

  08/01/2024

  
  *** ****** <***.*************************>
  2:56 PM (44 minutes ago)
  to me
  
  Hey ******,
  
  
  I just wanted to let you know that our General Manager met with ******* and was able to resolve her concerns. Please let us know if you need anything additional to close this complaint.
  
  

  *** ******

  Marketing Coordinator

  D: ###-###-####

  O: ###-###-####

  ***.*************************

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

   

  

  
  

  Customer response

  08/07/2024

  Very pleased with resolution from Roush Honda! ******* ****, GM helped me out and honered the return of my vehicle! He's awesome! Thank you so much! 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I’ve came to this dealership three separate times for the same issue that I’ve been having with my car and it is a major issue that can cause a serious accident. The issue is that the car is having a serious misfiring issue that makes the car stall to the point where it stops picking up speed and doesn’t work. All three visits have been within the last couple of months, I dont have the exact dates but they can be looked up on their end. My issue is not with my service advisor since she isn’t responsible for the repairs for my vehicle. My issue is with the mechanic or manager in charge of the repair shop because it’s ridiculous that I have gone multiple times for the same exact issue and it can’t be resolved from the exact brand dealership the car is. The first time I went to the shop I was told it was one of the cylinders that was misfiring so they replaced it and I payed the deductible which was fine. Less than a couple days the car is misfiring again and I contact the dealership and they tell me to bring the car in and shortly after they ask me to take time out of my day to test drive the car because the head technician says there’s nothing wrong he’s seeing and that it could possibly be something I’m causing even though I assured him that it wasn’t. I went there and test drive and of course the same issue happened so then they decide it was the spark plugs so they covered that fee and less than month after I get my car back the same issue was happening but this time instead of just misfiring the car started stalling so bad that it was braking in the middle of the highway while driving. I contact the dealership again and take it for a THIRD time and so the head technician recommended that the head gasket and valve cover get replaced so luckily my warranty covered the fee but if not it would’ve been 3-5 thousand fee for me. I got my car yesterday and right after I left and got onto the highway the same issue was happening so I contacted the dealership thru phone and the person who answered the phone told me a manager would reach out to me but no one has and it’s getting ridiculous. I’d like my car sent to the factory or somewhere else.

  Customer response

  04/30/2024

  
  ***** ****** <*************************>
  Fri, Apr 26, 11:22 AM (4 days ago)
  to disputeresolution
  
  I was just emailing to let BBB know that Honda has responded and has called me to solve the issue.
  
  Sent from my iPhone

• Initial Complaint

  01/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got my battery replaced from Roush Honda on 15th December. The battery started giving trouble again and I had to call AAA to jumpstart my vehicle twice. I called Roush Honda and I was given appointment for 5th Jnauary 2024. AAA said that my battery is showing only 12% and I need to take it back to Roush Honda.I did not drive my car for the fear of it being dead on the road while driving. I went to the service center with a complaint about a new battery on 01/05/2024. I was told that there are no issues with the battery .I came back to my college and again started having problems. The battery would go dead every single day. I ended up not using my car and taking the bus every day to her workplace which added 1 hour 30 minutes to my commute every day. Finally I was able to get an appointment with a Honda dealer in Pittsburgh and they told her that the battery was not installed properly. This caused issues that we faced. PLease see the attached document from them mentioning their diagnosis. Had the service center done their job correctly the first time or even second time, we would not have faced this issue. I was told that acid was leaking from the battery due to poor installation and my car could have caught fire. I contacted dealrship (***** Comedy- Service Advisor listed on invoice ) twice but they did not give any response to my complaints.

  Business response

  02/06/2024

  Thank you for taking the time to speak with our Service Director, ***** ******. Your feedback is important to us, and we appreciate you bringing this matter to our attention. We are pleased to hear that we were able to work together to find a resolution that meets your satisfaction.

  Customer response

  02/07/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ********

• Initial Complaint

  07/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I brought my car in with a noise. Driver shaft was recalled. Recall parts strangely were not in. I told them I’d be out for a week. The service was not completed until the evening of my return. I was told I needed a new A/C compressor, and warranty adjuster needed to come in. I received no updates throughout the week. Eventually, someone texted to confirm that they did not come in. I called my warranty personally- the person had already arrived. I asked for a rental car to be put on hold three times and was ignored. After the part was ordered, I used my car and came back to drop off. I handed a paper quoted four times my deductible price. I was told directly “I don’t know anything” and requested to sign anyway, and that my service advisor would call me later. I was told multiple times that it would be completed by 8pm. 8:45., 15 minutes before close, I get a text message that the job would not be completed. Not only this, but I told them I needed my car for work. Opposed to the rental I had been asking for, they offered to let me pick up my car and reschedule, meaning the 4/5 hour job had not even been *started* and I was informed at 8:45pm. Throughout this whole process, I was able to get ahold of someone on the phone two times. I was told to “come in and see” if there is a rental car. I was told there were none. A friend called on my behalf, and I finally got ahold of the service manager, and miraculously after 2 weeks I was able to get ahold of a rental.

  Business response

  07/28/2023

  Thank you for taking the time to review your visit with us. I have spoken with the involved parties, and we have reviewed the communication timeline and see that we were late to responding to the request of a rental. I did, however, see the advisor respond, along with our call center team, to let you know when the adjuster came to look over the vehicle.  
  
  I’ve included the service history for your review below:
  
  1st visit was RO#******* // we replaced a battery and it was same day repair
  
  2nd visit was RO#******* // was for recall 21-043 , drive shaft recall, we heard a noise from the compressor that we heard during inspection and had to wait for the client’s extended warranty to come out and inspect and approve. This inspection process took 2 weeks, this was due to the adjuster’s availability and approval.
  
  3rd visit was RO#******* // during which we replaced the previously approved repairs from RO#*******. The car stayed one day late originally because the hard copy was not turned in and another day to order another additional part. Client was provided a loaner car and vehicle was completed and picked up on 7/26/23 at around 4pm.

  Our deepest apologies for your dissatisfaction. 

  
  

  Customer response

  07/31/2023

  The warranty adjuster came in within 4 days of the request for an adjuster. I was told he had not come in when he had.  And half of the complaint was left unaddressed. 

  Business response

  08/02/2023

  ******,
  
  We want to be sure that we completely address your concerns regarding your visit.
  
  When you brought your vehicle in, it was noted that your drive shaft was recalled. For recall parts, we do keep some parts in stock, but if they are not in stock, we are normally able to obtain them within 24-48 hours, unless they are on backorder.
  
  Unfortunately, our team selected the wrong deductible amount which was the price you mentioned being four times the deductible. We did correct that error and apologize for any confusion caused. From the notes that we have, it appears on July 18th that the adjuster came in the morning to approve the work. ******’s shift would’ve started at 2pm. In the text message screenshot you provided, our team responded to your question regarding any update from the warranty company, stating that we didn’t have any update, but they would inquire with your advisor. At that point, you had already called the warranty company to confirm their inspection and ****** hadn’t arrived yet to let you know of this update.
  
  We have reviewed the communication between you and your advisor, ******, regarding a courtesy vehicle. Unfortunately, we couldn’t take care of your vehicle within the initial appointment time and had to reschedule. We did let you know that you could take your vehicle if you needed it the following day for work. At that time, we did not have any courtesy vehicles available. Had we had any, we would’ve held one for you. Please see text communication below:
  
  ****** ***************: I understand and we did drop the ball on your appointment. Tomorrow we open at 7am and you can come in anytime to see if we have a loaner vehicle or if you need to just reschedule the repairs.
  ******: Ok, I will pick up tomorrow if I cannot get a rental. I am not attempting to be difficult but have also asked many times about a rental car being held
  ****** ***************: You are able to take the car if you need to but the repairs are not completed. I can reschedule the repairs if needed
  
  Ultimately, after looking at the communication, we could’ve done a better job giving you updates and addressing your questions and concerns.
  
  We would welcome the opportunity to schedule a meeting with our General Manager and Service Director to address your concerns.
  
  Thank you. 

• Initial Complaint

  06/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Consumer is deaf. Last week on Weds May 31st, applied online and called Roush Honda and person answering phone said he found a car for him. It was a red 2020 Honda Civic. He said he wasn't sure and he was asked when he wanted to come. He told them he was going to pay cash. After an hour a car pulled up and it was black. Consumer said he didn't want it and wanted to write everything but the salesman kept talking even though he couldn't hear. Manager texted back and forth to consumer. They tried to convince him he picked the black car rather than a red one. They would never answer the question. He felt they ignored his rights because he wanted to look at other cars but they wouldn't listen to him. He needed to work so he accepted the car but a couple days later it broke down so he had it taken back to Roush. He met a manager and he asked about the red car but they directed him to the service dept. It was to be ready today but they told him it wouldn't be ready till tomorrow night and they won't tell him what's going on or communicate with him. He felt to take the black car and consumer doesn't understand why he had no choice. He did put $500 down and signed a contract which he said included a 20-day trial period. He feels they were very unfair to him. He says they are breaking the ADA law by not providing a way to communicate with him because they refused to write back and forth with him. He doesn't know how to lip read and they turned their backs on him when speaking.

  Business response

  06/16/2023

  Hi ******,

  The initial vehicle that you requested information on was sold. **** *****, the sales representative that helped you, sent over a message listed below to set up your appointment:  

  "Hi ******, This is **** ***** from Roush Honda. I just wanted to text you and let you know we have pushed this 2020 Civic LX with 35,572 miles on it for $21,600 through to service and then to detail. It will be ready tomorrow, I don't know the time yet exactly, but it will probably be in the afternoon sometime. So keep yourself handy to be able to come up and see it and drive it. I am sending you the car fax by email now. It is a clean one. Let me know if you have any questions to this point. Thanks, **** *****."

  The vehicle details and pricing were reviewed with you thoroughly. You were unable to take delivery of the vehicle because we needed to wait for an updated insurance card. Our company shuttled you home and you returned the following day for your appointment to take delivery. 

  After taking delivery of the vehicle, there were mechanical issues with the vehicle but all were covered under your warranty and they were taken care of. 

  Our team worked with you for hours to try to obtain your insurance card and to iron out the details so you could take delivery of a vehicle. We communicated through notes using Siri on our iPhone and exchanged messages on notepads.

  We would be happy to set an appointment and discuss these matters further and would do our best to resolve and trade you out of the vehicle that you purchased pending any approvals from the banks. Please let us know how you'd like to proceed. We would be happy to talk with you and your interpreter. 

• Initial Complaint

  03/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I currently have a protection order against a man that has been following to strange locations. My attorney recommended that I get my car checked for a GPS tracking device. I was told they could check my car and take things a part and it would cost 286 plus tax. I purposely left a non working gps device under my seat to make sure they would check thoroughly. I was told to drop my vehicle off at 8:30AM and that it would take until 2 or 3PM to fully check the car. I dropped it off and got a call by 11AM stating they had not located anything on my vehicle. The only thing they did was vacuum my car out. Had they actually checked under the seat they would have found what I placed under there. I was charged over $300 dollars for them to only vacuum my car. I’m currently speaking to my attorney about what could be done against the company, but first and foremost I want a refund of my money. I trusted Roush Honda to help me and they did not do that. I would like the full amount refunded back to me. I have attached my receipt below. I paid in cash.

  Business response

  03/13/2023

  ********, we apoligize for not providing you with satisfactory service and will have a full refund executed. Please reach out to our General Mananger ******* **** with further questions. 

  Thank you. 

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2017 Honda Accord from Roush in July 2020. In October I needed to replace the battery. When the battery was replaced I was told there was no battery tray or tie down and because the battery slid around, it caused damage to the engine harness. Was originally told that I would have to pay half for engine harness to be replaced. Engine harness was on back order and was supposed to be critically ordered and I would be notified when it was in. They unplugged the battery manager sensor and said it was fine for me to drive the car even though the check engine and battery light were on. Fast forward to April 2022 the car lost power while driving it. Roush is telling me I need a new battery. Battery is replaced but now won’t start. They tell me the engine is tied up and they will have to file a claim thru my extended warranty. Extended warranty place calls me and said they are closing the claim because car is less than 5 years old and less than 60,000 miles so it should be covered under Honda Powertrain warranty. Don’t you think Roush should of known this?? Now Im getting the run around and they want me to pay out of pocket to try and diagnose things. How would I even know if anything was wrong with the car if they allowed me to drive it with check engine and battery lights on. And now suddenly they are willing to fix the engine harness at no cost. I’m tired of the run around, lack of knowledge and them refusing to fix my car under the proper warranty when all of this could have been prevented if they would of fixed the car the proper way when the original problem occurred!! Im not happy and would never recommend Roush Honda to anyone!! Terrible service and lack of knowledge.

  Business response

  04/21/2022

  Roush Honda would like the opportunity to make this situation right. We would like to first address replacing the  harness mentioned above along with working with Honda to cover the powertrain. Since the vehicle is no longer in our possession please reach out to our General Manager to discuss further details for coming to a resolution. We apologize for this service experience and want to work towards resolving the issue. 

   

  All The Best 

*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. ↩