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Business Profile

New Car Dealers

Waterloo Honda

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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:14/12/2023

    Type:Product Issues
    Status:
    Answered
    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 pre-certified 2022 Honda Civic Sport Touring Hatchback on Oct 5, 2023. On Oct 14, 2023, I noticed the hatchback leaking from within the hatch when I opened it. Water was leaking out between the plastic. It was rainy so water is getting in somewhere.

    I called and couldn’t get in until Oct 26, 2023. They weren’t able to reproduce it. It happened again early November and I took it in the day of. They hosed the car from the back - hardly reproducing rainy weather, told me that it’s not a problem because it’s not leaking and it’s not defective.

    I asked for them to buy the car back, refund me as this car is defective and likely to rust/not last the 12+ years I plan on driving my car and I’m concerned with winter and the water freezing/creating more damage.

    The dealership stopped returning my emails and calls. They have said it’s not an issue but it continues to happen.

    Business Response

    Date: 29/11/2024

    Good Morning *****,

    My name is ***** ******* and I am the General Manager here at Waterloo Honda. I am sorry to hear of the issues you are experiencing with your vehicle. Do you perhaps have any photos of the water leaking into the vehicle? I took over this position in April and this is the first I have heard of the Hatchback leaking. I will do my best to help take care of the situation for you. Thank you in advance.

    Customer Answer

    Date: 29/11/2024



    Complaint: ********



    I am rejecting this response because: it’s the only option where this case isn’t closed and I can give feedback. While I appreciate the efforts of the new GM reaching out, I got a second opinion from another dealer who immediately recognized the issue and escalated it at Honda. 

    After a few attempts at solving it, the hatch was finally replaced in its entirety.  



    Sincerely,



    ****** *****

    Business Response

    Date: 29/11/2024

    Hi ******, I noticed that on the history when I searched the VIN and was curious if they had serviced or replaced the hatch. Please don't hesitate to reach out to me directly if you have any further concerns, I will be happy to assist and help make things right. ******** ** ***** * *** ** ****** ** ** **** *** ******* ************* **** *** ***** ******** ** *** ** ***** ** *************************

    Thank you,

Waterloo Honda is NOT a BBB Accredited Business.

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