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:18/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On January 25/2025 I was driving down the highway when all of a sudden my motor made a loud noise and my dash lit up like a Christmas tree. Little did I know that I had just blown my motor and turbo in my 2020 Honda Covic touring. I only had about 30000kms on the vehicle and purchased it brand new in 2021. Upon purchasing I had also purchased $**** in additions, including a 5 year/100000km extended warranty. After owning the vehicle for less than a year I had it booked in to Knight Honda countless times for issues regarding my engine. They had replaced my spark plugs and fuel injectors with no explanation as to why my vehicle was performing poorly or why these issues continued to arise. *** ** *** ********* ***** *** ***** ** ** *** ** * ****** *** * *** ** **** **** **** **** ******* ***** ** *** ***** ****** **** ** ** ***** ********** I utilized my Honda plus subscription to have my vehicle towed to the dealership where it has now been sitting since. What I've been told by the dealership is that warranty won't cover it until they deem the damage was not my fault. They also want me to come down and sign a waiver stating that I'm willing to pay for any diagnostics they have done on my vehicle if they deem that said issue was due to neglect. I told them that I don't think it's fair to make put the owness on the consumer since I'm the one that paid for the additions and I've had nothing but issues with my vehicle since purchasing it.

  Business Response

  Date: 14/04/2025

  
  I'm writing to provide an update on a customer's vehicle that was recently towed in for service.

  Following diagnostics, our technician identified the need for an engine replacement but was initially unsure of the cause. During the quotation process, we found that the customer has an extended warranty. Upon submitting for approval, the warranty provider requested maintenance records and additional tear-down time to ascertain the cause of the failure and the necessity for the replacement.
  
  We contacted the customer to request the required maintenance records and authorization for further tear-down. After waiting several weeks, we received a reply from the customer who was understandably upset. To address their frustration, we offered to conduct the engine tear-down at no cost. The customer was satisfied with this resolution.
  
  Unfortunately, the tear-down revealed that a rod had gone through the block. Despite this finding, we still have not received the maintenance records. We contacted the customer to explain the findings, express our understanding of their frustration, and offer assistance in communicating with Honda Canada to explore all possible solutions. As of now, we have not received any further response from the customer.
  
  Thank you,
  Keegan

  Customer Answer

  Date: 14/04/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the dealership has my maintenance records in their system. They want me to provide receipts from their business when they have the ability to provide them. 
  
  
  
  Sincerely,
  
  
  
  Joshua ****

  Business Response

  Date: 14/04/2025

  We have all the service records for the maintenance that has been done at our store. The last oil change was done at 9,089 km. The vehicle currently has 31,464. Honda Canada will not accept such a gap in oil changes to warranty an engine that has failed due to lack of maintenance.

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

  Thanks,

• Initial Complaint

  Date:06/09/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  MY SUV was brought into the shop to get valves and cylinders repaired first in fall of 2020. After spending over $3000 - the problem was "fixed"
  August 2021 same issue happened again - they covered some and I had to pay another $1600 to fix the same problem.
  August 2022 - My SUV has now been in the shop for two weeks. On Thursday, Sept 1st, my boyfriend was told we would only have to pay around $300. On Friday "they lost his number" and told me that it was $650 to pay and that they only temporary fixed the problem and it will happen again so to sell it so someone else can deal with it when it happens again. Considering this is a problem that they just keep Temportary fixing to make money off of every 9000 KM, this should have been FULLY Warrantied as they have not fixed it properly every time I have brought it in to the shop. When I talked to the service manager on Friday, I told them we would deal with it more after the long weekend. My boyfriend went in while I am at work and he said they wouldn't warranty the parts. I called Honda Canada and they contacted the shop to make arrangements as they did not agree with what the dealership was doing. They told my boyfriend he would be able to get refunded in the afternoon. Going back up there, they are now denying it again, saying it is not being refunded or warrantied, even though it should be warrantied as there have only been 9,000 km since last fix, Honda Canada called and discussed it with them as well, and the service manager fully admitting to me on the phone that they were just temporary fixing it for a 3rd time and to sell it so it can be someone elses problem