Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint regarding repeated unsatisfactory service at All Star Honda located at 1399 S Danville Dr, Abilene TX 79605, concerning my vehicle’s infotainment and camera system. Despite multiple visits to the dealership and payment for services rendered, my issue has not been resolved, and I have not been refunded for the services that were not completed as promised. Here is a summary of the situation: 1. On April 29, 2024, we brought our Honda Odyssey in for the main display which houses the radio, rear back-up camera, cabin watch camera and various other features was turning off and on by itself. Dealership did find an update to push and accomplished the update. 2. Despite the service performed, the issue persisted, and I returned to the dealership on Jul 31, 2024 for a safety recall (#23-046, to address the “MOST” coaxial cable connector issues that can cause the rear camera to malfunction where a replacement coaxial was replaced to due the tension, tightness and manufacturing defects.) 3. The vehicle was brought back to the dealership again on Dec 9,2024 for problems stemming from the main infotainment display; the display was turning off and on randomly, the back-up camera presented “MOST” connection errors and would not show the backup camera video feed. Honda mis-diagnosed the problem to be a faulty amp and tuner set and these items were replaced for $1890.11 and the vehicle was returned to us on Dec 13, 2024. 4. We brought our Odyssey back on Jan 2, 2025 due to the same issues as previously stated with the main display/camera. During the 13 days that the van was at the dealership very little information was provided to us on what was being done on our vehicle. After the dealership found no viable resolution to fix the issue for nearly two weeks, we told the dealership that we needed our car back on Jan 14, 2025, despite no repair being accomplished. The main display and camera are still inoperative.

  Business response

  01/27/2025

  According to our records and documents Mr. Morgan uploaded, this is a 2 step fix that we had Honda engineers involved trying to get the issue fixed.  Mr. Morgan then asked for his vehicle to be put back together and he wanted to take it.  We cannot fix a vehicle once it leaves our shop unfortunately.  

  Customer response

  01/27/2025

   
  Complaint: 22842467
  
  I am rejecting this response because:

  The explanation that this was a two-step fix is a complete fabrication of mis-information.  If in fact this was true, the dealership had ample time to apply and complete the 2nd part of the repair (during the January visit of 9 business days/total of 13 calendar days). The duration of each visit is summarized below.  Due to All-Star Honda's lack of communication, I was continually calling the service department several times each week to receive updates on our van and every response was that they couldn't find the problem despite having multiple technicians and engineers troubleshooting it. There were several times I drove by the dealership and our van was parked behind the dealership with no technicians tending to it as if they had given up on it, but didn't want to tell inform me. Each time I called All-Star Honda the service advisor told me they did not have any solutions or know what was wrong and I had even asked again prior to telling the dealership we needed our car back. 

  I was never informed of any "2 step fix" and its evident also by the amount of time they had the vehicle where NO WORK was performed or CHARGED that they did not have a fix for it.  There is also no indication of a "2 step fix" on ANY paperwork. 

   

  The first visit -July 31 2023 - Apply recall remediation

  The second visit was Dec 9 - 16 2024 (6 Full business consecutive days). - Charged $1890.11

  The third was visit Jan 2 - 14 2025 (9 full consecutive business days/13 calendar days)  - No charge b/c they couldn't find the problem or come up with a solution. 
  
  V/r
  
  Wesley Morgan

• Initial Complaint

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Over the last 60 days this dealership has contacted me approximately 15-20 times repeatedly asking me if I want to sell my vehicle. I have asked them repeatedly to remove me from their call list but they have not and continue to call almost daily now. It has now become a nuisance and almost borderline harassment.

• Initial Complaint

  03/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **** the sales manager was very rude and unprofessional. Yelling at my husband and causing a scene. He had other employees coming to him apologizing on behalf of ****, one lady even gave him the customer service number so we could call and report the incident. They are selling cars for well over double what they are worth with several problems. They fail to do inspections on their cars before selling them off the lot. Then when asked what inspection was done prior to the purchase they scramble around and make excuses to not have to produce the paperwork. We were charge $20,000 for a jeep that had numerous problems to were it was unsafe to drive. We then traded it in because that was our only option. And the jeep was valued at $10,000. They are committing robbery and getting away with it.

  Business response

  03/16/2022

  Business Response /* (1000, 5, 2022/03/07) */ Due to privacy guidelines I cannot disclose why the description of the finances are inaccurate. I will discuss and coach with my management team on how to better handle this kind of situation.

*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. ↩