Complaints

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with Honda for 12 years with 6 different vehicles. I recently purchased a certified preowned vehicle from Honda of ******* (2023) because of an accident. On 7/27/2024 I got my routine oil change per the sticker request on my vehicle, and was told everything is good with the vehicle and paper proof. Then I get into my vehicle on the morning on 10/13/2024 to all the lights on the dashboard and a lot of error messages I have never seen. I call on Monday, 10/14/2024 to Honda of Racine, which I am told there could be other reasons for the issue but to make sure I get the recall taken care of and that could be the problem. After they replace the recalled part, Im informed that my Timing Chain is stressed and that it will be +$2500 to fix the issue. I ask the agent if there is any warranty I have, they stated they will look into it. I continue to call Honda corporate and Honda of Racine from 10/15/2024 to 10/18/2024 with being told that my warranty will not cover it because I didnt get enough oil changes and even with my paperwork I needed to tell Honda corporate to get it settled. I call back on 10/21/2024 to find that nothing has been done since then and I ask to escalate the issue, they created a new case but stated that it will take days to get back. I dont have another vehicle and dont have the funds to pay for the repair. They are saying I didnt get my oil changed enough, even with the paperwork from July 27th and the oil reader in the car says 60% as of 10/21/2024 and still about 10k more miles and 2 more months (01/01/2025) before another oil change.

  Business response

  11/10/2024

  We have been in communication with ******* We offered a discount and he had the timing chain replaced. We believe we have resolved his concerns. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Stay away! I am extremely frustrated with this dealership. I will try to be brief here. I am trying to purchase a used Honda 2023 Ridgeline from ******* Honda dealership in Racine, WI. We agreed on a trade in and out the door price for the vehicle on Wed, 8/30. I was told that the deal needed to be finalized by the end of the day on 8/31. I told ***** (******), the Product Specialist, that Thur 8/31 will not work for me because I am picking up my wife from the hospital after a major surgery. ***** stated that they would honor the deal the next day, 9/1 as well.I phoned ***** Friday afternoon, 9/1 and gave him my bank card to put down a $2,500 deposit. At this time I was ready to pick up the vehicle that evening. I called Friday evening (9/1) and was told the dealership was busy and did not get the financing paperwork completed. Since my wife is not mobile at the moment I inquired about electronic signatures and was told by ***** that the paperwork signing could be done via electronic signature. I called the dealer multiple times on Sat. 9/2 expecting to come in later that day to pick up the vehicle. Each time I was told "they are working on the paperwork" and nothing happened. I also asked for a purchase contract multiple times and was ignored. On Monday, 9/4 I called the dealer again and was told they are still working on the paperwork. Not happy, I physically went to the dealership on Monday afternoon 9/4 to get the paperwork put through. Again I was told they are working on it, but now suddenly my wife needed to physically be there to sign the papers even though they knew that was not possible. I said I could possibly get my wife to the dealership on Tue, 9/5 to sign papers, but before I come I want to make sure all the paperwork is in order prior to us getting there so my wife does not have to unnecessarily sit in the car. ***** was off of work on 9/5 and said he would pass my information on to a co-worker. Yesterday, 9/5, prior to coming to the dealer I called to see if they were ready for me to come in. I got to a receptionist and she. said that everybody was in a meeting. I called a second time and was transferred to *******the General Manager's voicemail. I called a third time yesterday and spoke to a "****" who found my packet and told me ******* the ** would call me back. I did not hear from anyone yesterday. In the meantime, since I was not getting any financing information from the dealership I secured my own through a credit union. This afternoon I received a phone call an hour ago from ***** saying they now want to refund my money and cancel the deal on the basis that I did not come to the dealership yesterday. I told **** that I called three times yesterday and that I have my own financing, I am ready to purchase and would like a purchase contract. I was again told they are refunding the money and not going forward with the deal..I have been shopping for many vehicles throughout my life and this has been by far the most unprofessional shopping experience I have ever been a part of. I am not sure where to go next. I have not done any wrong to kill this deal. All I want is to purchase a vehicle.

  Business response

  09/11/2023

  We have spoken with **** and addressed his concerns. The vehicle was sold and delivered to him on Friday 9/8. 

  Customer response

  09/11/2023

  [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 satisfactory to me. 

  After reaching out to various agencies explaining the situation the dealership called to rectify the problem on 9/7. The people I worked with to correct the matter were professional and they made the process as smooth as possible. I am not sure why I was jerked around by ******* Honda in the first place. The buying experience after 9/7 was wonderful. It is unfortunate that prior to publishing a complaint the buying experience was completely different. 

  In the end, ******* took ownership of the situation and resolved it. I commend them for doing the right thing. 

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

  
  

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My husband and I received loan approval through UCWU so we went to ******* Honda of Racine which partners with them. The Camry we wanted was slightly higher than the pre-approval but when I spoke to Jovin the sales rep at *******, he said that was something they could work through with their finance department. We drove about an hour out to Racine from *********, let them run our credit again as UWCU already advised that they would have to do it again at the dealership. Jovin came back and said UWCU would finance the car so we waited over 3+ hours at the dealership. When we sat down with ***** in Finance, they had ********* as the lender who had a higher interest rate and monthly payment. I asked him why and he said UWCU wouldn't take the loan anymore. It was late so we signed and left. I spoke to ******* at UWCU and she said this was against their contract and had me forward her the documents. We ended up refinancing the car and when speaking to ***** the Finance manager at ******* about the $1200 GAP insurance that would need to be refunded, he said we can go through with refinancing first so we did. I sent him all the documents he requested on 1/11, he confirmed receipt. I called ******* 2/16 for an update and kept getting transferred. I emailed 2/27 and no response. Finally I reached out to ******* (UWCU) to see if they could help. I also called CNA warranty to see if the refund was processed and they confirmed the paperwork was received by ******* 1/25. 2/22 ******* responded to UWCU making it even harder and said I would have to go in and do an odometer reading but the check will not be written out to me but UWCU. 2/24 I reached out to the general manager, **** and was told they'd take a message. For their unethical practices and lies, I am requesting my refund of $1200 and refinancing fees of $2139.88. I am no longer willing to waste anymore of my time. It has been almost 4 months trying to get this all situated. They have been telling lies after lies.

  Business response

  02/25/2022

  We reached out and spoke with ***** today and confirmed the cancellation of the *** from January. We will reach out to ********* on Monday to confirm where payment was sent and touch base with ***** then. We did confirm the re-financing fees were not $2,139.88 as thought but there was a $30 re-financing fee with UCWU. We will be mailing out a gift card to cover that and for the inconvenience. We are truly sorry for all the frustration this has caused. We are confident this will all be resolved early next week. 

   

  Thank you

  Customer response

  03/01/2022

  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.
  
  It is now almost Wednesday 3/2 and I have yet to receive an update on my $1200 refund. Again, broken promises. It should not be this complicated as ********* already sent ******* all their documents and said ******* would need to cut the check. I will be expecting a call tomorrow Wednesday 3/2/22 and am requesting tracking for my check as its been 4 months of ******* giving me the run around on my own money. 
  
  
  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. ↩