Complaints

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.

• Initial Complaint

  Date:17/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In May 2023 my pregnant fianc and I agreed to purchase a leased-back 2019 Honda CRV from Dow Honda and we were told that there were two keys/fobs for the vehicle. When we returned a week later to pick it up with the balance of the payment owing we were told that the previous owner had only returned the second key and that because the owner of that company was friends with the owner of Dow Honda there was nothing they could do but order a replacement key/fob. We didnt have much choice but to pay the balance, take the vehicle and trust that we would receive the replacement primary key/fob shortly since we had already sold our vehicle, arranged insurance and been dropped off to pick up the new one. In addition, we were expecting our child to arrive anytime and we didnt have time to find a different vehicle.A week after this we were told the key/fob was on back order and arrival was TBA.4 months have now passed and we still havent received the key/fob which is incredibly disappointing. Having two keys/fobs was a must-have in our search for a used vehicle because we dont want to be stuck without a vehicle if we happen to misplace our primary key especially given we were becoming new parents and need to be able to take our baby to appointments and in case of an emergency. Dow Honda has made no effort to rectify their mistake besides ordering the replacement key/fob and telling us to be patient and that its out of their control. They have only ever responded to our inquiries on the status of the key, theyve never reached out to us with any updates or to find a temporary solution as we wait for the replacement key/fob. This has taken time and energy from us in dealing with the issue and has caused stress and anxiety as we wait week after week for Dow Honda to deliver on their end of the deal.

  

  Business Response

  Date: 13/10/2023

  Apologies to the customer like many items parts was on order.  The client did receive their new programmed key October 2nd.

  Unfortunately due to backorder issues this was not communicated properly to the customer.

  Thanks

  Customer Answer

  Date: 13/10/2023

   
  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,
  
  *********************