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Business Profile

New Car Dealers

Carter Honda

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/07/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a used car from Carter Honda on June 10, 2023. That day I drove approximately 200 kilometres including on the highway. I noticed that there was a mechanical problem with the car. I called them the next day. It took 2 days to talk to the sales manager. He told me to bring the car in to have it looked at. As I needed a loaner car (I live 30 kilometres from the dealership) I had to wait 4 days to bring my car in. I didnt hear from them again until 5 days later when they informed me that the technician couldnt find anything wrong with the car and couldnt detect the hesitation of the transmission that I was describing. The checked the transmission fluid and said it smelled burnt and was very dirty. They suggested a transmission fluid flush. I picked the car up 2 days later and the hesitation of the transmission continued. I called the dealership again and had to wait to return the car to the service department again for 3 days. I took 3 hours off of work to get to the dealership service center during their hours of operation. They found two other issues with the vehicle and said they wouldnt look at the transmission before repairing the lower control arm bushing and the right top motor mount. Neither of these issues were found in the original safety inspection of the vehicle that was done prior to my purchasing the vehicle. The technician said the vehicle was driving fine. I test drove the vehicle and it was still hesitating. I took the technician for a test drive and he agreed that the transmission is the problem. The dealership has put a claim into my vehicle warranty but as it was already there when I bought the car, its unlikely to be covered. Carter Honda has stated that if my warranty doesnt cover the cost, they will not fix the transmission as its too expensive. They also will not allow me to return the vehicle, only exchange for another. They do not have another vehicle I want to purchase. I want the transmission fixed or my money back.

    Business Response

    Date: 12/07/2023

    Vehicle is at our shop and the customer is in a loaner vehicle. We will be responsible for fixing the transmission.

    thanks, *****

     

    Customer Answer

    Date: 14/07/2023

     
    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.

    Sincerely,

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

Carter Honda is NOT a BBB Accredited Business.

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