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:04/30/2025

  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.

  Service **** was to perform oil change and tire rotation. Upon pick up of vehicle we were informed that a bolt was double threaded so they were unable to remove a tire. They did not perform tire rotation for that reason. When we checked vehicle it was clear that the lug nut had been removed because it was not screwed on all the way. They denied this. But it was obvious that in their attempt to replace the lug nut they damaged the bolt. They were trying to charge us $1000 to replace this. They damaged the part and then tried to charge $1000 for a repair. It was a lie. The manager refused to allow us to see the video footage of the event. They refused to admit blame or fix the damage they caused without us paying $1000. We called another local mechanic who fixed the issue for $75. So not only did Honda damage our vehicle and not perform a tire rotation, but they tried to significantly overcharge us for a repair that was their fault. We made multiple trips to and from mechanics, wasted time, energy, arguing, and had to me pay for something that they damaged. We should be compensated for the lies and the inconveniences.

  

  Business Response

  Date: 05/04/2025

    Unfortunately the customer was last into the service department in June of 2024 with only ***** miles on the vehicle.  This current visit was almost a year later and with ***** miles on the vehicle.  Not sure where it has been serviced since June of 2024, but the stud was broken when we inspected it to do the rotation and oil change.  We quoted the customer $900 to replace properly and the customer declined and took the vehicle elsewhere.  Hopefully back to whomever serviced it last so that they could replace it.  We didn't do any work to the vehicle!

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23270393
  
  I am rejecting this response because: this is a simply not true.  The car was checked thoroughly by us, the owners, prior to bringing it in to the the service center.  All lug nuts were completely in place upon driving the car to Honda.  When we picked it up, the one that was said to be stuck and unable to be removed was barely hanging on. It had been clearly removed by the service center and attempted to be replaced, however, since they had stripped the stud, the could not get the nut back in place.  And then blamed this on us. The car has not been serviced elsewhere in the past 10 months - no service has been needed.   The quote was outrageous, embarrassing, and insulting, especially when the service center caused the damage.  This might go over with another customer, but we check the vehicle very thoroughly before we take it in for any service to ensure that nothing is out of place and to help avoid being taken advantage of. This is an obvious case where a mechanic caused damage and then tried to rip us off for $1000.  It was infuriating to find out that because of Honda's error it was going to cost us a ton of money, or any money at all for that matter.  And even more insulting when we found out that at any other mechanic the repair could be done for less than $100.   
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/13/2025

    When the customer came in they stated that they normally do the rotation of the tires and tires elsewhere (according to our notes) but ask if we could do it while doing the oil change.  As soon as we got the vehicle in the shop, the first lug nut was in fact stripped.  We called them and they did not believe us.  This will happen when the lug nut is reinstalled on a vehicle, and is torqued to much, thus ruining the threads; not during removal of a lug nut!

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23270393
  
  I am rejecting this response because:

  There had been no service to the vehicle in the 10 months prior to this most recent visit - vehicles don't often require such frequent service from our experience - that is in fact why we buy Hondas - because they are very reliable.  We were told upon picking up the vehicle that Honda was unable to remove the lug nut.  That was a lie because the lug nut was loose and came off very easily once we returned home and inspected the claim for ourselves.  The lug nut had been on and snug when we took the vehicle in - but we were told they couldn't remove it - and yet it was not on tightly when we checked it back at home.  None of the information provided added up.  Most specifically - the fact that the repair would cost nearly $1000.  We called numerous other shops and ultimately had the damage caused by Honda repaired for $75.  This is extremely dishonest and abusive - to attempt to charge more than 10x cost for a repair that can be made for under $100.  It is clear that we will never get an apology or any type of admission of fault from Honda - so we will continue to share our experience with others and will maintain our complaint with the BBB.  
  
  Sincerely,
  
  ***** *****