Complaints

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off to Honda while I was in town visiting family. I requested they do my brakes and rotors. My car cannot operate correctly in after market parts. I specifically requested they put OEM factory Acura parts on my car to prevent brakes going out in a couple months. I got my car and headed home to Colorado. Coke May 2023 my brakes started to grind which lead me to question Honda. After reaching out they told me they did NOT use Acura OEM parts but parts from Auto zone and I can warranty them. The problem is after market brakes only last appx 2-5 months and continuously have to be replaced. There’s no reason to replace them with aftermarket parts again just to have this issue arise in 4 months. I need to have my car fixed with OEM parts and Honda is refusing to refund or pay the labor for our shop in town to warranty w the correct parts.

  Business response

  10/02/2023

  Ms. Morrill's mother, Carol, called Sheridan Honda on 11/22/22 around 8am and inquired about availability for a brake replacement on her daughter's 2009 Acura MDX. Sheridan Honda was told her daughter was traveling through town and needed to have the brakes replaced that same day. Sheridan Honda accommodated the request and the vehicle was brought into Sheridan Honda that morning. A repair order was opened at 8:49am on 11/22/22 for a brake diagnosis. Sheridan Honda service manager Kayla Carr called Carol within an hour of the vehicle being in the shop and communicated to her that Ms. Morrill's rear brakes were down to metal to metal meaning no brake pads were left in the rear brakes and the front brakes were down to 4mm which is recommended service replacement. Customer Carol was given the option to replace front brakes as well as rear brakes as the front brakes were at service limit of 4mm. (See attached Repair Order) 

  Customer Carol was told that we could replace the front and rear brakes same day with aftermarket parts as those were in stock, or we or we could order OEM brakes which would arrive in 3-5 days. Customer Carol instructed Service Manager Kayla to replace the front and rear brakes that day with aftermarket brakes as her daughter needed to return to Denver. 

  Ms. Morrill picked up her vehicle along with Carol at 5pm on 11/22. Kayla reviewed the printed repair order with Carol as she was the one paying for the service and discussed the aftermarket parts warranty. 

  On 9/6/23, Carol came into the store to discuss the warranty on the brakes as Ms. Morrill noticed squeaking when braking. Carol called Ms. Morrill while in the store and handed the phone to Kayla who explained the warranty process for the aftermarket brakes to Ms. Morrill. Ms. Morrill quickly became upset after she was told we could not replace the aftermarket brakes with OEM brakes as Carol elected to have the aftermarket brakes put into the vehicle on 11/22. Kayla sent a follow up email to Carol and Ms. Morrill with directions on how to warranty the brakes that were installed in her vehicle from Autozone. 

  On 9/8/23 General Manager Candice Crane reached out to Drew to discuss how to warranty the brakes that were in her vehicle. During this conversation Ms. Morrill made it clear she was not interested in warranting the aftermarket brakes and only wanted to discuss Sheridan Honda replacing her brakes with OEM brakes free of charge. Candice reinforced to Ms. Morrill that Sheridan Honda was not responsible for replacing her brakes with OEM brakes as the customer had opted for an aftermarket solution. 

  On 9/18/23 Ms. Morill sent an email stating she was not able to warranty the brakes through autozone. Candice replied to the email that same day asking Ms. Morrill to call Candice as she has spoken to Autozone and can help with the warranty process. (See attached email document). Ms. Morrill did not contact Candice. 

  Sheridan Honda would like to note that Ms. Morrill's brakes that were replaced by Sheridan Honda on 11/22/22 were Acura brakes. Ms. Morrill requested that Sheridan Honda reach out to the dealer that put the OEM brakes in to see if they would warranty the brakes as they were replaced in November of 2021 and again in January of 2022. Kayla called the dealership that put the previous Acura brakes into Ms. Morrill's vehicle and was told they do not warranty the brake parts and would not cover labor warranty as the vehicle was not in their shop. 

  Sheridan Honda is happy to help Ms. Morrill utilize the warranty on the brakes that were installed in her vehicle. She can reach out to Candice Crane at 307-672-3492 or cell at 651-226-6461

  Customer response

  10/07/2023

  Complaint: 20658572
  
  I am rejecting this response because:
  
  
  I understand that Sheridan Honda has their “recollection” of the esituation. However, there’s several discrepancies that are not valid nor true that I will address. 
  
  
  Candice is correct that we called and brought the vehicle in on 11/22/22. However, we weren’t traveling through town or in any hurry to have the vehicle back. We had just gotten to town on 11/21/22 and would be staying through the holiday.  We chose to have the work done that week because we had a vehicle we were using while the Acura was having the brakes repaired. We felt it necessary that the vehicle be repaired prior to driving all the way back to Denver the following week. In which my mother, Carol, did in fact call to set up the appt /drop off for my Acura MDX at Sheridan Honda. We were informed that OEM parts would need to be ordered in which we didn’t mind waiting for. I spent the all of 2020 working directly with my mechanic at Mag-Co Car Care (Chuck, Broomfield, CO) diagnosing the lack of functionality. They (Mag-CO) had replaced my brake pads with aftermarket parts as they would any other vehicle. I drove the vehicle for roughy 4-5 months before it started to grind and make brake noises. In which Chuck at Mag-Co scheduled me an appointment to warranty the pads that were already failing within a few months. We replaced the pads through warranty to only be in the same situation 2 months later. Chuck suggested we warranty them for a second time but instead I pay the difference to do the high quality after market pads. At this point the brakes immediately started to fail again within a couple or months. In which Chuck suggested that we replaced under warranty one again but this time we use OEM Acura pads and I again paid the difference in parts. After receiving the vehicle with the OEM parts I didn’t have any issues going forward. Unsure of what exactly the issue was Chuck suggested I just continue using OEM brake parts going forward to prevent this from happening again. Given that I dealt with this over the course of 2020/2021 I knew to avoid aftermarket parts all together and pay the additional charge to order OEM brakes. 
  
  
  On 9/6/23 I did have my mother Carol go into Honda to speak with them in person. Given I couldn’t get any help over the phone myself. I’d called several times in July and August asking what they could do to help rectify the situation. I was told they do a lot of work with Mike High Honda in Denver to contact them. I contacted Mike High Honda and was told that yes they could look at the car and help fix it. However, I would need to have Sheridan Honda set it up for payment with them. In between calling them the things they were telling me started to change. From taking to Denver Honda to they can’t do anything. So when my mother went in was to get some answer instead of being tossed around back and forth. I was told that they will warrant the parts and any shop will do that for me. However, any shop just isn’t going to be out for labor and asked for Sheridan Honda to cover the charges in which they now refuse. 
  
  
  I am currently in the process of removing the parts. I will store said parts to return to Sheridan Honda for full refund. If Sheridan Honda will not take them back Autozone said I can “warranty” they as money back. So I’m fine doing that if need be. Sheridan Honda will need to set up the warranty return and then I’d like to have my money refunded for the labor. Had I known they went around and cut strings to use OEM parts I never would have taken my vehicle from them before correcting the issue. 
  
  Regards,
  
  Drew Morrill 

  Customer response

  10/15/2023

  This is the front left rotor and brake pad. The vehicle was driven from dec 2022- June 2023. You can’t tell me that in 6 months these got below wear point. Not to mention we drive 2 other vehicle and a motorcycle in this time. So minimal driving in less than 6 months the “new” parts they used are this mangled. Mind you the rotor only had one bolt holding it I 

  Customer response

  10/15/2023

  This is the front left rotor and brake pad. The vehicle was driven from dec 2022- June 2023. You can’t tell me that in 6 months these got below wear point. Not to mention we drive 2 other vehicle and a motorcycle in this time. So minimal driving in less than 6 months the “new” parts they used are this mangled. Mind you the rotor only had one bolt holding it I 

  Business response

  10/30/2023

  from: Candice Crane <candice@sheridanhonda.com>
  to: Clay Andersen <candersen@wynco.bbb.org>
  date: Oct 27, 2023, 6:18 PM
  subject: Re: Additional Response Required | BBB Complaint ID 20658572
  
  Hi Clay,
  
  It sounds like we were given inaccurate information from Ms. Morrill's mother when she called and requested we work on her daughter's car. 
  
  Ms. Morrill's mother was the one that called to schedule an appointment for the brake pads to be looked at and potentially replaced. She was also the person that told us the vehicle needed to be repaired and returned within a short period of time. After the vehicle was diagnosed on 11/22/22, Ms. Morrill's mother indicated she was paying for the repair and gave our Service Manager the approval to replace Ms. Morrill's brake pads with aftermarket parts as they needed the car back by 5pm on 11/24. 
  
  I have attached a screenshot of the closed repair order from our Dealer Management Software. You can see on the bottom left hand corner we notated the customer "needs car back by 5pm on Thursday". The repair was done on Tuesday 11/22/22, that Thursday would have been Thanksgiving. Therefore we would have had to complete the repair on Wednesday 11/23/22 by 5:30pm as we were closed on Thanksgiving. 
  
  We have worked with Autozone to ensure they have the necessary information to warranty the brakes. I personally called the Manager of the Autozone that we purchased the brakes from and have been working with her to ensure she has the information required to submit a claim on Ms. Morrill's behalf. It is my understanding that a claim has been filed and an Autozone location near Ms. Morrill in CO is working with her to replace the parts. 
  
  If Ms. Morrill has not received replacement brake pads through Autozone via the warranty that was provided, we would be happy to continue to work with Autozone to get that resolved. 
  
  Thank you,
  Candice Crane
  
  Candice Crane
  General Manager
  Sheridan Honda and Powersports

  Customer response

  11/10/2023

  from: Drew Morrill <drewmorrill8@gmail.com>
  to: Clay Andersen <candersen@wynco.bbb.org>
  date: Nov 9, 2023, 6:34 PM
  subject: Re: Sheridan Honda Complaint
  
  I would like to keep it open as we have yet to resolve the issue.
  
  I am not sure why they have noted the car must be done in x amount of days as that was not the case. Regardless of all the additional information that isnt directly related to said issue. The problem is I requested OEM pads and rotors and was given cheaper aftermarket parts
  
  While they have told me to contact Autozone to replace parts the warranty is not in my name nor will they be able to do that. I’ve been in contact with our Autozone and they basically laughed at me. Honda put MY warranty under their business making it impossible for me to claims warranty replacement or refund. I will link the store I’ve been in touch with. Regardless of the warranty I don’t want the parts replaced. I need my money back to get the correct parts as well as my money for labor. I will close out the case for the $520 labor refund and warranty in my name to be able to return the parts they incorrectly installed.
  
  Autozone
  68/federal avenue —  Dee
  
  District manager
  Hector
  720-508-9717

  Business response

  11/14/2023

  As I have stated in previous messages to the BBB regarding Ms. Morrill, we have been working with Autozone and Ms. Morrill to exercise the warranty on the parts she purchased through our dealership. I have attached receipts and text messages from Holly, the Manager at the Autozone in Sheridan WY, indicating Ms. Morrill received new front rotors on 10/29 and the rear rotors were sent to her on 11/2. The shipment included a refund for the brake pads on both front and rear as Ms. Morrill indicated to Holly she did not want Autozone brake pads and requested a refund instead. 

  I would like to note the text messages were sent on Oct 27 2023 and Nov 2 2023. In those messages Ms. Morrill acknowledged receipt of the parts and refund from Autozone however in her reply to the BBB on Nov 10 2023 she indicated she was unable to warranty the parts through Autozone and requested a refund from Sheridan Honda. We have been trying to resolve this situation with Ms. Morrill since September 7th 2023. As the General Manager I personally reached out to Ms. Morrill multiple times and have been in contact with Holly at Autozone to ensure we can exercise the warranty on behalf of Ms. Morrill. Both business went above and beyond to make this right- including Autozone refunding parts as as well as shipping parts directly to her home without receiving the parts that had failed. This is not a standard practice but both businesses wanted to resolve this issue with Ms. Morrill.

  As a business operator is a very discouraging to see a lack of acknowledgment regarding the solutions that were provided to Ms. Morrill. 

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A 2009 **** Wrangler that I purchased from this dealer has had the problem of intermittently shaking like a leaf when driving. This is dangerous to myself as the driver and others as I cannot fully control the car. After this happened a number of times, I brought it into the dealer’s service area. They checked and said that when they drove it that they noticed nothing and could find no problem. Approximately, two weeks latter, including ten days when I did not drive the Jeep, the shaking got much worse and became a much greater danger to myself and others. When I went to the service center of the Valley Honda Dealer and explained the situation again, the service agent informed me that I could come back in a week to an automotive appointment. This would have left me on the roads for a week with a vehicle recently purchased and driven very little that was a danger as it shook and wobbled all along the road. Instead, I took the **** to an independent auto mechanic who said that it sounded from the description like the **** has “Death Wabble”. and could be fixed by a change to the track bar and possibly steering apparatus. I am most disappointed by Valley Honda’s lack of commitment to a vehicle that they recently sold and that had been driven little and the safety of others.

  Business response

  05/06/2022

  I am writing in regards to a complaint against Valley Motor Honda dated Thursday 4/14. 
  
  Valley Motor Honda was purchased March 1 2022 and is now Sheridan Honda. I spoke to ******* ******* who purchased a vehicle from Valley Motor Honda in Dec of 2021. We discussed his concerns about how his vehicle was serviced and he stated the issue has been resolved and no further action is required.
  
  Thank you,
  Candice 
  --
  
  Candice C****
  General Manager
  Sheridan Honda and Powersports

  Customer response

  05/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I hope that they are able to invest in more qualified mechanics and service personnel as time moves forward.
  
  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. ↩