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:08/18/2024

  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.

  I purchased a new 2021 Honda Passport Touring in September 2021. I have brought my car to this dealership three times and once to another Honda dealership to diagnose and repair a serious problem with the transmission. Occasionally during a turn the transmission seems to drop into neutral. Engine revs high but the car slows to a stop in traffic. Every trip to the dealership I'm told that unless the problem happens to them during their brief test ride they cannot do anything. This is unacceptable as this is a very serious safety issue. This happened again today, August 18, 2024 with my wife and child in the car. They were frightened by this and now refuse to ever get in this car again. I am fortunate that an accident has not yet occurred. I originally wanted nothing but a repair but since they will not repair I demand a full refund of my payment for this unsafe vehicle.

  Business Response

  Date: 08/20/2024

  ************************** has been to Honda On Grand for this phantom transmission issue on the following dates 2.28.2023 Repair Order # ****** Problem was not duplicated & Customer paid $0 then again on 7.17.2023 Repair Order # ****** Problem was not duplicated & Customer paid $0. The last date of the phantom complaint was on 4/29/2024 Repair order # ****** Problem was not duplicated & Customer paid $0 on any diagnosis visits. Then on 5/21/2024 ************************** took his vehicle to Autonation Honda in ***********, ** (See attached) at that time they had his vehicle for 2 days and could not duplicate the Phantom transmission complaint. Now during these dates the owner of the vehicle had filed a mediation case with American Honda Motors (see multiple attached letters) Since that case Honda on Grand has no liable in this matter due to the fact that the complaint has Never been duplicated by any Honda Dealership. If I may i suggest the customer should return to his filed mediation case with American Honda Motors, Since Honda on Grand has never been paid for the time to duplicate the customers compliant, we would like nothing more than to repair the phantom transmission complaint whenever it becomes an ongoing issue so that it may be properly diagnosed until that time this BBB case against the dealership should be null & void.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22161058
  
  I am rejecting this response because: First of all I would like the representative of this dealership to ask my wife and daughter about the phantom problem, as they experienced it driving with me in this vehicle this past weekend. Every time I brought my car to the dealership I told them that this is a very erratic problem that is not easily reproduced on demand. I drive this vehicle every day and yet the problem occurs on average maybe once a month. It certainly wouldn't be guaranteed to occur during a few minutes test drive. The dealership repeatedly mentioned in their reply that I always paid 0, which is because it was and still is under warranty, as I also have an extended warranty. I know dealerships do not like doing warranty repairs as they do not pay well and therefor do their best to avoid doing these types of work but that is part of their business. I tried the mediation route knowing full well that it would not work in my favor as arbitration companies are funded by auto makers and almost always rule in favor of dealerships. So here I am stuck with an unsafe vehicle because of the refusal of an auto dealership to support their customers. I only hope I can continue to avoid a serious accident because of Honda on Grand caring more about making money than keeping the drivers of their vehicles safe. The only 'phantom' here is the phantom warranty work of this dealership.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/23/2024

  I understand more than most that society has ****** but the facts to your comment about "not wanting to do warranty work" is just another unjustified comment. So lets start with the Illinois (815 ILCS 710) law that mandates manufacturers to pay the same price that a customer or insurance company would pay, I have also attached a copy for you education, secondly, and again there is no dealership that does not want the work but there must be a diagnosable problem in order to repair the specific complaint and prove it to AHM. Since there is an AHM Mediation case I strongly suggest you keep contact with AHM, as the dealership body has no authority over the manufacturer. In the event that your issue becomes constant, we could then contact AHM with a computer diagnosis (as required by AHM) and repair the vehicle, but until then it is up to AHM on what they would like to do in your case. 

• Initial Complaint

  Date:08/14/2024

  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.

  I have been contacting the dealership since June to cancel the warranty. We spoke to *********************, who said he was the manager, and he said it was cancelled. I have since called back and no one from the dealership will give me answers and keep saying that someone will call me because they are conveniently not there whenever I contact the dealership. I want the dealership to cancel the warranty like I have been asking them to do since June and issue the refund.

  Business Response

  Date: 08/19/2024

  To whom it may concern, 

   ***************** has been contacted by our staff, and in fact the warranty cancellation was processed on 08/16/2024. At this time we consider this matter resolved.

  Furthermore, we value the help that BBB has provided on resolving this issue.

  Thank you,

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

  Honda on Grand

   

  Customer Answer

  Date: 08/20/2024

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

  Customer Answer

  Date: 08/20/2024

   
  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:08/13/2024

  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.

  First off, I went in multiple times to get a radio replaced under warranty, no ticket for the issue was ever created. I decided to try with a seperate dealer who started a ticket for my claim and is now in the process of replacing said radio under warranty. ******************* gave me the run around multiple times and was condescending, not to mention he went in to talk c*** about me to his manager while the door to the managers office was open, he is unprofessional and should be fired immediately. He looks like he hates his job, so why not quit? 2nd thing I went in for was for paint chipping behind the tail lights that were replaced under warranty, damage occured when installing and they refused to fix their mistake. The dealer needs to take responsibility for this as I brought it to their attention multiple times, and again no ticket was initiated.

  Business Response

  Date: 08/15/2024

  **************** came into the dealership on 7/23/2024 Repair Order # ******, at that time he was complaining about his modified vehicle having paint peeling from the left & right top edges of his rear bumper, Unfortunately the dealership is NOT authorized to approve any paint work, that is only done through American Honda Motors and after inspection by the *** DPSM it was noted to **************** that the it was outside influence and NOT a manufacturers defect. After the consultant notified **************** he became belligerent to the dealer employee, stating that he was (and did) post a negative review all over social media, thus the BBB complaint. We have attached 2 pictures of **************** issue for your review 

  Customer Answer

  Date: 08/16/2024

  Complaint: 22136349

  
  

  I am rejecting this response because:

  
  

  First off, that area provided was and is not what I have been complaining about. I've attached pictures of the area were the paint is lifting, again to reiterate to ************. How do the modifications (wheels, lowering springs, and professionally installed dash camera) have anything to do with the paint lifting under the tail light? Which was ***laced under warranty through Honda on Grand. To my defense, yes I did state I would complain to corporate and BBB about this issue as well as the issue with the radio, never did I state social media proving ************ is a liar on top of unprofessional. On top of this never was I belligerent, but after hearing a service *** and a manager talking c*** about me unaware I was standing there listening, belligerance would be justified. Please pull the video with audio to include what was said in the office and submit that. Even the mechanic gave me the look of shame for you while we both listened to you talking badly about a customer. Not to mention in accordance with *********************************************** every vehicle after 2018 should have a functional back up camera, which I stated and to which ************ told me laughing condescendingly to look over my shoulder when I reverse. To follow up on the radio, it has now been ***laced under warranty through another dealer. ************ never submitted a ticket in an attempt to give me the run around until my warranty voided. So now because the paint has been lifting post tail light exchange through warranty, I would like that fixed and paid for my Honda on Grand.

  
  

  
  

  Sincerely,

  
  

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

  Business Response

  Date: 08/19/2024

  In response to your rejection, we will state again that *** is solely authorized to approve any Paint or Glass work. Honda On Grand is not approved to do so. You are more that welcome to plead your case on your paint issues with  *** customer service *************) to see if they would reconsider the paint peeling issue that the *** District Manager declined. As for you radio diagnosis on 7/23/24 our repair order was# ****** in which the radio compliant was not duplicated at that time (see attached invoice). As for your "radio being replaced" I have also attached a copy of your visit to ******* Honda you made the very next day you left Honda on Grand, your vehicle was documented being at ******* Honda from 7/24/24 until it closed on 7/30/24 the diagnosis on your radio was documented as "Could not duplicate customer concern at this time". Unfortunately Honda on Grand only gets reimbursed by *** for making repair, that being said we would like nothing more than to repair Honda vehicles but in order to do so they must have a diagnosable issue that can be reported back to ***. Lastly unfortunately we do not have audio recordings in the building for multiple reasons. In any case if you have any unauthorized recording of anyone at the dealership we would most definitely like to listen to them.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22136349
  
  I am rejecting this response because:

  I filed a complaint with Honda corporate on 7/23/2024 claim number ********, spoke to ******* about the issues I was having with this dealer, to which she stated the dealer is responsible for damages to the paint. I want the damages caused by your dealer fixed and paid for at the shop of my choice, since I can't trust you to do right by the customers. As for the radio, we replicated it on that same day 7/23/2024, to which the mechanic recommended a new radio to *******************. ***** decided not to put in my ticket for a new radio despite this knowledge, blaming modifications that had nothing to do with the radio as the cause without proof. He then told me to return again 7/25/2024 to recheck the issue after it was clearly replicated. If this dealer doesn't take care of the paint issue which they created, just as they did not take care of the radio issue which was resolved through another dealer, then I would like the Better Business Bureau to give this company the lowest grade possible. I will follow up with Honda and suggest ******************* get fired as well as their manager seeing how unprofessional they are. Pretty convenient there are no recordings when it comes to proving I'm correct in the matter.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/28/2023

  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.

  They put standard air in my brand new, green capped, nitrogen filled tires, lied to me, treated me poorly, and refused to fix, so I am now filing this complaint. I have this entire conversation recorded.12/19/22 4:37pm update The man who supervises the guy that hung up on me called, his name is ************* tells me "when we see green caps, we don't touch them because we don't have nitrogen"I say "well, unfortunately someone did, because they documented it in the official honda records online"This guy lies to me (or doesn't know his job) says they don't share service records.I kindly tell him, they do, and that they are online and apart of the service records that honda keeps for warranty reasons, as well as for us owners. I'm referring to honda garage online.The reason people use certified dealers is so that WE HAVE ACCESS to accurate service records.So I ask "sir, you're telling me the official honda records are wrong?"He says "well, all im saying is it won't hurt anything."I tell him "sir, your opinion aside, the point is, I PAID FOR SOMETHING, I brought my vehicle to your location, and you altered what I paid for without asking or telling me, so I now have to pay AGAIN to have YOUR MISTAKE corrected"He keeps saying it won't hurt anything, and that they "only share records with honda" not realizing those records are shared online with the owners. At the very least, he's incompetent.At the most, he's purposely and methodically lying to me.My husband theory is because I'm a woman they probably thought they could just convince me I was wrong. I have THE ***** and THE OFFICIAL RECORDS on my side. If THIS is their response to a small mistake, I'd hate to see how they react when they REALLY mess up someone's vehicle!I don't know if anyone of importance reads these reviews, but I believe deserve to be compensated for not only this error, but an apology with how I was treated!!!

  Business Response

  Date: 05/30/2023

  Attached are the actual copies of the invoices from ********************************* repair order from 6 months ago, these are not any online copies from websites that were posted by ***************************** The invoices states to "check tire pressure" but does not state that the tire pressures were adjusted, In regards to the "phone recordings" ******** is a 2 party consent state and the dealership employees have not consented to any recordings. Lastly, we are not sure why the customer has not reached out to any store manager since 11/08/2022, in regards to the accusation of using regular air in her Nitrogen tires, nevertheless Honda On Grand is more than willing to refund the customer her $39.95 for the tire rotation, in order to close this 6 month old issue.

  Customer Answer

  Date: 06/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while the finer details of their response is dismissive and/or inaccurate, I didn't expect anything more based on my previous treatment. I also feel further discussion wouldn't do either party any good and therefore find that this resolution is satisfactory to me.

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

• Initial Complaint

  Date:08/16/2022

  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.

  They didn't own up to leaving my car with out oil loosing my bottom cover ,. Timing chain was replaced still grinding on cold start ,.Their avoiding me at all cost beware with these people and their stories , not honestly working on cars I have a lot the proof on files and videos ,. Looking at what steps I should be taking next ... trying to get Honda Corp to contact me. ..To my luck the guy fired was the guy who left all my spark plugs loose low oil and my chain still grinding and Lord knows how the transmission flush was done my car has never been the same I keep telling them my car makes a grind on cold start and it becomes dangerous at time , acceleration is random , looses power steering goes crazy , until the next round of grind happens almost as if the timing chain is jumping then jumping back or some sensor goes in and out .. but they continue to say nothing , they tell me leave my car , but they always say they have no loaners when clearly they do I have to get to work ., I have to leave my car there for a long time so they can see and drive it around leave it get cold and check properly what is a going on with my car , I have extended warranty that will cover any job , it's just up to the service depart to really care in fixing my car which they won't ... I'll just like my car properly tested and fix and for me to be able to get to work if you go through the car fax you see my service record and dealers email you see my records on the car and the services mentioned above on there that this car was taken in for .. I have receipts and emails I've attached some emails the best I can with proof I been with the same issues over 1 year back and fourth. Thanks

  Business Response

  Date: 08/18/2022

  ***************** has called to confirm his appointment to return to have his vehicle examined on 8/22/2022, at that time we can decipher what the issues are with his vehicle 

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17722073
  
  I am rejecting this response because:

  I was turned down because I mention I was sent here by  BBB 

  He said I wanted free stuff  the manager (**********; front service desk) with out any explanation he refused to work on my car .. He literally bashed me for using BBB and told he refused service on my vehicle .I asked him why he just kicked me out he got upset at the fact I mention BBB and I had appointment through BBB with ****** who set my appointment up he just blew up  I attached the proof I went to my appointment , I had to get the cops to come get me a proof because he refused to sign anything showing proof I did show up. So the officer was able to get the attached copy..

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

  Business Response

  Date: 09/06/2022

  ***************** stated that he will call back Brolin at the dealership next week to set up a test drive with a technician