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:04/15/2025

  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 April 12th, I took my vehicle to the Honda dealership located at ************************************************************************************************** for a routine oil change at 1:30 PM. Upon completion of the service, I noticed a crack in my windshield that was not present prior to my arrival. I immediately brought it to the attention of my service advisor, *****. He reviewed the photos taken before the service and confirmed that no cracks were visible at that time.***** then attempted to get his supervisor involved, but the supervisor refused to speak with me directly. Instead, he relayed a message through ***** claiming the crack must have been caused by a temperature change and stated there was nothing they could do. I requested the business card of the service manager, **** *********, and made it clear that I was not satisfied with that response.This level of customer service is unacceptable. I expect my windshield to be returned to the condition it was in prior to the service.

  Business Response

  Date: 04/15/2025

  The windshield was clearly cracked and chipped on check in.   Once a windshield is cracked it will run if not replaced.  The damage existed. 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23207035
  
  I am rejecting this response because:
  These were pictures of my vehicle taken just recently because I was preparing to sell it. As shown, the windshield was clearly intact prior to my visit to Mike Maroone Honda.
  
  
  That is most certainly not a crack. Im requesting that the full set of photos taken at the dealership be uploaded. When I brought the issue to their attention, ***** the service advisor reviewed those same images and clearly stated there was no visible crack at the time. Furthermore, the service manager Erics refusal to come out and speak with me directly only reinforces the lack of accountability in how this was handled. It was unprofessional and dismissive, and frankly, it gave the impression that they knew damage had occurred under their care. Even to the point ***** told me to take this to Honda America as well as mentioned that the mechanics shouldve mentioned that they cracked my windshield. I am formally requesting that Mike Maroone Honda take responsibility and repair the damage to my windshield.
  
  
  Sincerely,
  
  ******** *****

  Customer Answer

  Date: 04/17/2025

  I am rejecting this response because:
  These were pictures of my vehicle taken just recently because I was preparing to sell it. As shown, the windshield was clearly intact prior to my visit to Mike Maroone Honda.
  
  
  That is most certainly not a crack. Im requesting that the full set of photos taken at the dealership be uploaded. When I brought the issue to their attention, ***** the service advisor reviewed those same images and clearly stated there was no visible crack at the time. Furthermore, the service manager Erics refusal to come out and speak with me directly only reinforces the lack of accountability in how this was handled. It was unprofessional and dismissive, and frankly, it gave the impression that they knew damage had occurred under their care. Even to the point ***** told me to take this to Honda America as well as mentioned that the mechanics shouldve mentioned that they cracked my windshield. I am formally requesting that Mike Maroone Honda take responsibility and repair the damage to my windshield. Additionally, the area that is circled in the photo they provided does not even match the location of the actual crack. The placement and shape are completely off, and its clear that what theyre pointing out is not where the damage is now located. This makes their defense not only inaccurate but misleading.
  
  

  Business Response

  Date: 04/24/2025

  There was clearly a crack in the windshield upon arrival.  ***** states that the complaint was the crack got bigger.   Contact **** ********* the service manager.  He is willing to participate in the cost of windshield replacement. 

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23207035
  
  I am rejecting this response because:

  The service managers offer to cover half of the repair costs shows that the dealership is willing to accept partial responsibility. If there is any acknowledgment of fault, the dealership should be responsible for the full cost of repairs. I am requesting that the dealership pay the entire balance. Additionally, it is clear that the advisor, *****, is now attempting to play both sides possibly out of fear of facing consequences. However, it was ***** himself who originally advised me to contact Honda America and file a complaint with the BBB, stating that this was not the first time the dealership had mishandled a customer issue. Given these circumstances, I expect the dealership to take full accountability and cover the complete cost of the repairs. I appreciate your continued attention to this matter.
  
  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:07/05/2023

  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.

  My wife ***************************** and I purchased a 2011 *** X5 from Mike Maroone Honda in March 2022. We barely had the car a few months when we experienced issues with it. We had it serviced on 9/20/2022 at ********* on *****************. The *** broke down not even a month after and we had it towed to *****************, *********. We had it looked at ********* again on 10/12/2022 at *****************. They gave it a diagnostic saying it had a lack of power, no Excelleration. We had it towed to Mike Maroone Honda, where they told us they didn't have the proper equipment to run the codes for a *** so they sent it to ****************** in ****************, where it remained for well over six months.When *** did a diagnostic, they recommended repairs that totaled $45,348.68. I spoke with ************************* who gave me a plan of action.T his included a new engine. Our warranty company would not approve the repairs because they wanted us to pay thousands of dollars to have the engine broken down to the point of failure to approve this. Speaking to ************************* of ****************** has been a hassle. He showed me a history of our vehicle with issues that we were experiencing with the engine. We couldn't pay for the repairs and he would not release the car to us unless we paid hundreds of dollars, a storage fee. *** and Honda both kept pointing fingers at eachother for fault. Honda was uncooperative in all this. Speaking to ***** there, the maintenance manager, no solution happened. We were given a loaner car but that is all. We got another car, a Honda Pilot and were told they got rid of their relationship with the warranty company Cars Protection Plus because of the hassle they had over our ***. This whole situation resembles a con. The claim from *** to Car Protection Plus, ACE267887, closed on 1/16/2023. Our warranty was a flex protection level 2, with hourly labor covering $75 per hour. If the engine tear down was paid for by us, it would have been approved. Honda has done nothing to resolve this.

  Business Response

  Date: 07/05/2023

  Please contact *************************** the finance manager to assist with cancellation of the service contract at ************ or ************************************************ Service contracts limit the repair benefit maximum to the value of the vehicle itself.  It sounds as though the repair may exceed that value.  Any cancellation that Cars approves would be sent to the lienholder unless you provide proof there is no lien. 

  When you brought the *** in to service you were told by the service manager that Honda did not have the ability to perform the needed repairs on the *** and the service manager approved payment for the vehicle to be towed to ***. He explained that you would have to communicate with *** regarding the repair. You would be responsible for any work you authorized with ***. 

• Initial Complaint

  Date:05/19/2023

  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.

  I bought a car in May of 2022.I go for my first maintenance when it's time at Mike Maroone Honda when it was due.i get an oil change and tire change.I go on a road trip to ********.im there long enough to need another oil change tire rotation.The stl,** Honda dealership calls me asking me where the locking nut key was.I called *******************************,was told a supervisor would call me back over the matter.No one ever called me back.I head back to **************** and I have a tire blowout 500 miles someonewhere in nowhere ******.Since my tires were locked on without that key,I had to call a tow truck and get a tow.i get to a ********* the next day and ontop of my new tire,there was a charge, cause they had to break off the locking bolts.I get back to ******** and email the guy who sells me the car.He said how sorry he was about the matter,and that someone would be calling me in 20 mins. 3 months go by and no phone call.i had another flat tire again today.For a tire repair that should cost ***** at most,im being charged ****** cause they had to break the nuts off that Maroone Honda lost the key for.

  Business Response

  Date: 05/22/2023

  We are sorry to hear of your experience.  ***************************, service manager has left you a message and would like to help.  Please reach out to him @ ************

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20082009
  
  I am rejecting this response because:
  
  Sincerely,
  
  **************************

  He made no follow up what so ever with me to resolve anything. This is thier new manager!

  Business Response

  Date: 06/21/2023

  **** spoke with ************** and offered to help resolve the issue.  He offered to remove the remaining locks and replace the lock set with a new set. Upon his return to **************** Mr.had a flat tire and He chose to go ********* to have it done incurring extra cost.

  
  **** offered a service credit in addition to removing and replacing the locks.  ************** turned that down saying he did not want to return to do business with us. 

  
  **** said he would be more than happy to remove the locks and install a new set, and possibly cover the extra labor cost due to the missing lock key in ********.  I think that it is unreasonable to ask for the reimbursement for any repairs made after returning to ****************, He chose not to bring the car back to **

  
  

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20082009
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* I made several attempts to correct this issue when i was in ****************.No one called me back. Even when I got ahold of *********** and they said someone was gonna call me,they never did.Your best resolution is to come up there after no one has responded to my calls or emails.Why would I think I would get help,just showing up when i couldnt even get a simple response. These extra expenses stem from the poor job you did on my tire rotation that I paid for.You lost my key,everything that went bad and costs me money feels like all the way your fault. No of these extra expenses would of occurred had you not lost my key.That is why I'm seeking reimbursement for expenses I never should of had to make point blank.

• Initial Complaint

  Date:04/10/2023

  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.

  My wife brought out 2018 Honda CRV in for a seat belt recall. She was informed that the glovebox needed to be replaced as it was broken. The glovebox is always locked and there was no need to try to open it. The latch is now broken. It was fine when my wife cleaned out her car last Monday March 27. Now it is broken and needs to be replaced. It was functioning fine before it was taken in to this dealership.

  Business Response

  Date: 04/10/2023

  Sorry to hear of your issue.  Please contact *************************, manager, at ********** so that she can work on a resolution 

• Initial Complaint

  Date:03/27/2023

  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.

  I purchased my vehicle from Mike Maroone Honda on 09/20/2019. I purchased a Powertrain Wraparound Warranty that is underwritten by *******************************. The Service Contract term reads as 7 years, ******* mileage. When I purchased the vehicle, I specifically asked if this term was from date of purchase or from manufacturer date. While in finance ******************************* told me it was from purchase date which is why he put the purchase date on the paperwork. I got a new battery put into the vehicle on 11-13-2020. In February of 2023 my vehicle was randomly not starting. I had two different places test the battery and was told the battery was fine. I called the warranty company to discuss a possible warranty claim for electrical and was told the warranty was expired and my warranty was based on the manufacturer date. I told them what my paperwork said and they told me I needed to have the dealership call them to fix it. I spoke with *************************** the Finance Manager on 03/13/23 who said that they would need to honor what they wrote on my service warranty contract and he would follow up once corrected. As of 03/23/23 ***** has never followed up or returned my calls. ***** passed this off to ******************* in service, who then passed this on to *********************** a sales manager. They offered today to put a new battery in my vehicle, although I have been told it is not the battery several times, and they feel this will fix the issue. I told them I need the warranty fixed and was told there is not much they can do and that finance should not have put the purchase date on the contract I agreed to and signed. My spouse advised this was a breach of contract, and ***** agreed, but stated Fidelity was stating there was nothing that could be done, which is not what I was told my Fidelity. The dealership pulled a bait and switch on me. I upheld my end of the contract, and now that I need to use the service, I am being told what I thought I purchased and what I got are not the same.

  Business Response

  Date: 03/27/2023

  We are sorry to hear of your experience.  We feel that we can resolve this issue for you by correcting the in service date to 10/17/2016 and adding another year which would make the service contract good until Oct **** or 100k miles, whichever comes first.  We are currently awaiting confirmation from ***************** that this is an option. 

  The in-service date was printed incorrectly.  The terms and conditions of the service contract say "If no manufacturer original in-service date or the incorrect manufacturer original in-service date is entered on this service contract, WE will use January 1 of YOUR vehicle's model year to calculate TERM expiration"  This is what Fidelity did. 

  A battery wouldn't be a covered item under the service contract but the dealership did replace it for you free of charge.  We will correct the in-service date to 10/17/2016 which puts you still under coverage until Oct 2023 or 100k miles, whichever comes first.   Please reach out to ***********************, ************, to confirm you would like us to extend the contract 1 more year.  

   

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19841516
  
  I am rejecting this response because: 
  While the resolution outlined would provide a solution to the issue, there are some things that I would like clarified and in writing first. The response mentioned the warranty being extended with two different dates. The first date was for October of 2023, and the second was for October ****. The resolution also mentioned the warranty being extended for 1 year, so I assume the extension date would be October ****, however I do not want to assume. Additionally, the resolution also mentioned that this extension was pending confirmation with Fidelity. I would like the warranty contract sent to me prior to accepting the response, to make sure I have this in writing, and so I can review the coverage terms and coverage dates.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/29/2023

  Fidelity will not issue a new contract only make an extension of time to the existing contract.  Please contact ***********************, general sales manager,  at ************.  He tried to reach out to you several times. 

• Initial Complaint

  Date:03/17/2023

  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.

  On 3/13/2023 at 4:00 pm, we took our 2008 ****** Sienna to get an oil change that was covered by a purchased service agreement. After the oil change, the van was driven home with no problems. The next day 03/14/2023, the van had a check engine light, and other lights on as we drove. Called the dealership on 3/15/2023 at 12:20 pm to see if they could recheck the vehicle to see if the oil change triggered the lights. Took the vehicle in at 3:09 pm to have them recheck the vehicle. After 2 hrs of looking, we were told that we needed to replace the engine entirely, and told that there was no way the oil change could have caused the problem and that a timing belt inside stretched out after the oil change.

  Business Response

  Date: 03/17/2023

  Please contact ******************* directly as he has tried to reach out to you.  *******************, service manager, ************.  The vehicle is here at the shop and the code from the engine shows that the internal timing chain has stretched, which happens over time. An oil change and a timing chain are unrelated. We would like to help you fix the vehicle cost effectively.  This issue would not be uncommon for a vehicle with ******* miles. 

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19613157
  
  I am rejecting this response because:
  The technician did a check and pulled a code. The vehicle is not army your shop as I have it in my driveway, and had to go else where to have a diagnostic test rerun and found out it is not the camshaft chain that is stretched but a camshaft sensor position that has since been replaced and all warning lights have been off. Your service department tried to get me to put in a new engine for something that took 3 hours to fix.
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/23/2023

  We are happy to hear that you were able to get your issue resolved and hopefully that fixes the problem.  That's not what our Master Technician found but we will pass this information on to him. 

  Customer Answer

  Date: 03/24/2023

   
  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,
  
  ***************************

• Initial Complaint

  Date:02/28/2023

  Type:Sales and Advertising 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.

  My lease is almost up. Deciding what to do. Mike maroone Honda had 3 different sales people calling and emailing. I have put them off for 3 months as they tell me hurry interest rates are going up or you wont have to make your last 3 payments or we need your vehicle. I then ended up with a cracked windshield and went through my Usaa but then remembered I had paid for this when I leased the car. The sales people kept calling so I asked them about the windshield and they said to come down there. They made an appointment for Saturday the 25th. I got down there and pulled into service and she said they do not do windshield repair. **** came out and started arguing with me and talking over me. He kept saying I was down there to trade my vehicle in. They set me up with the number to call to get it done on the windshield. But **** said he had already called and they would call me. He said they come to me to fix. Otherwise I would have gotten it done that day. U have no cars to look at, drove one and they worked up a laughable quote. They took 500 to get a silver one in but I dont want silver. He said all u did was get first crack at the car and if I hated it they would find another. No thanks. What kind of game is this? I left and no one called about the windshield. This morning I called the windshield company and they said no one called and I had to bring the car in. I called ***************************** 10 times today to get this figured out. They talk over u and then say you yelled. I would not have to yell if they let me finish a sentence. What a waste of time and dealing g with liars and cheats. Tried to get in touch with the manager and he hid. Now I have a cracked windshield and have to take time off when I had it set up for Saturday. These guys r rude, talk over you and the worst customer service ever.

  Business Response

  Date: 02/28/2023

  We apologize for any miscommunication.  Safelite is contracted to handle any claims on your windshield and they can sometimes come to your home but in some cases need the vehicle brought to their shop.  *********** manager contacted you by phone yesterday and you told him that you had already contacted Safelite and did not want his help. 

   

  Here's the latest notes from the supervisor at the company that provides your windshield coverage:

  Upon looking at notes, customer seems frustrated that dealer told her to come there and get it taken care of and when she arrived, they said they were unable to do the service and we would come to the house.
  We scheduled with Safelite for in shop but then the customer was upset that it was not at home as promised. We informed customer that some services can be completed at the home, but with her vehicle the cameras need to be recalibrated and this is done in shop, customer hung up.
  Customer then called back and said she would schedule with Safelite herself and we informed we already showed a scheduled appt. with Safelite for her.
  ******** said she does not think she could even make the appointment and requested the safelite phone number and work order number. We provided this information yesterday.

  Regarding the purchase/trade of current vehicle:

  When you came to the dealership you gave a $500 deposit on an inbound vehicle, then called back after the weekend and said you weren't sure on the color.  The manager told you that if you didn't like the color when it got here he would look for a different color  and apply the deposit to that vehicle since that silver vehicle had already been tagged to you.  As of today we are going to untag the vehicle as sold, and refund your deposit.  If you have any questions please contact *********************** directly at ************.

• Initial Complaint

  Date:10/17/2022

  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.

  We have already replaced fuel injectors in our Honda CRV 2 years ago and now they want us to change again. You if look up 2017 Hondas there are tons of forums about this being a common problem. ***** the manager said he would call American Honda for help. I called after work and was told they didnt offer any kind of help. So I asked for the number myself. When I called I was told had the manager called there would be a case number open already. I was told by American Honda that this is a common problem where the dealership says they called and they didnt because it is in the best interest for the dealership not to call. This is not right. Clearly all cars have problems and when its a common problem there should be a recall. We bought 2 Hondas from there on the same day and have always gotten our cars serviced there. Where is the loyalty ? Where is the do the right thing when you know its a common problem. When the first time fuel injectors had to be replaced I was told its because of what due I use . I told them I use 91 even though owners Manual ****** 86 octane. Since the first replacement we have only used 91 and top tier per the mechanic . If this is true why does it not say that in owners manual and why are we having another issue after doing what they said ?

  Business Response

  Date: 10/18/2022

  The manager did in fact reach out to Honda. At a dealer we have a District Honda Representative that we reach out to regarding all warranty assistance. We would love for everyone to get approved but the decision is not up to us. When the guest calls in for assistance, it is a completely different route then what we go through. 

   

  I have attached the email showing why we informed the guest it was denied. Since the guest did reach out Honda and make her case as we instructed her to do, Honda is considering a level of assistance at this time.