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Business Profile

New Car Dealers

Germain Honda of Suprise

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/21/2024

    Type:Service or Repair 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.
    In may of 2023 my wife and I traded in a honda accord for a honda civic touring 2023 model. We enjoyed the car for a few months when we noticed the car pulling. It was Oct of ************************************ with the auto engine cut off at a stoplight. We had not experienced this before, so brought it in for service at our local dealership in surprise az. The service depot had our car for 8 hours and sent us home without them noticing an issue. We failed to ensure it was written down as we found out in April of 2024. We brought the car in for service in Feb 9f 24 with steering issues and that was ignored as well on the paperwork. We were assured that the recall that we brought in for as well was not our car.Back to apr of 24 and we complain about steering again and this time they took us seriously. 76 days later we get our car back. This after the part was on global recall for covid and they could not get the part. A freaking pandemic that was over 2 years ago. Worst part is they told us it would take 3 weeks to fix. After almost 40 days we had to go in because the service manager was ducking our calls. Service manager told us we needed to file a claim. Honda corp said it might be September before we get our part. So we go through arbitration where honda recommended the arbiter toss our claim which they did. So we're stuck 76 days without our car ( they dud provide a rental ) but we wanted our car. We got a call 4 days after arbitration that our car was done. Where did the part come from? Was it even new? We go to pick up our car and red flags from disservice manager. Our car has mile tracker in it but no trips logged after part was installed. Service manager said he personally test drove it but couldn't remember what smday the car was done. He also told us after the fact they initially ordered the wrong part on aprc3 and reordered apr 19. We found out June 18. No integrity and zero capability. We deserve better as consumers

    Business Response

    Date: 06/24/2024

    Our service manager worked diligently for the guest providing them with not only a quality experience but keeping them informed on the situation. We ordered the recall part but found out a week later from Honda that we were supposed to order a NEW part. This part still was not available, it was on backorder. We contacted Honda requesting a rental car for the customer, the customer came in weekly checking on the part. We suggested if they were unhappy to reach out to Honda America, which they did trying to get Honda to buy their vehicle back which was denied. The part has been received and their vehicle has been repaired. Since COVID all manufacturers are experiencing delays in part manufacturing, we as a dealership look forward to the day when things return to normal, however as of now we are navigating the best we can in the circumstances we are given. 

  • Initial Complaint

    Date:05/01/2024

    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.
    This business is a scam. I was told I needed to buy new filters 2 of them for over $140 spent the money on it then come to find out this was not needed at all, as my car tells me when this is needed. I wrote a review and the service manager ***** said my next oil change would be free and I am now being ignored. I was completely disrespected by ****** their service advisor who asked me if I even wanted to maintain my car in front of everyone when I was there to get maintenance done. They clearly work off commission and lie to their customers who spend literally tens of thousands of dollars there.

Germain Honda of Suprise is NOT a BBB Accredited Business.

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