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:06/11/2025

  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.

  This dealership is the worst company that I have delt with!!! I purchased a brand-new Accord for $35,000 on **************, I began to experience some issues with the vehicles infotainment center. It randomly malfunctions while driving. The screen would blink, turn white &/or black, the music would stop playing, but the dash would show it still playing. I provided proof with video. It would say calls are disconnected when they arent & the volume button wouldn't. After 2yrs, 6 visits for service without resolve, they decided to replace it 11/2024. Unbeknownst to me, it was refurbished. 4/2025 the exact issues began to happen again. I returned the car to be told AGAIN that they don't know what the problem is. They ordered another refurbished one. 2 weeks later the same thing.... guess what happened when I returned the car...? Yup, still clueless. The service advisor who used to be the manager told me for the 2nd time that they know there is an issue in some cars, but they don't know how to fix it. That is just madness!! Two weeks ago, they claimed they ordered a new screen because apparently, that will help with the ************** Go figure. I asked after 9 visits regarding the same issue, at what point can I expect Honda to take accountability for a faulty vehicle sale & come up with a better solution than "we don't know"? The response was to contact Honda Corporate. I have already filed a claim with them last week regarding a refund & was told not to expect a decision to be made any time soon. This is ridiculous! I am so disappointed with the lackluster customer service that I have received in the last few years. Nobody seems to be concerned with the inconvenience this entire ordeal has caused me dealing with a vehicle that isn't operating as it should. I purchased a brand-new car that started malfunctioning almost immediately after I purchased it. Yet, all I've been told is that they don't know. I just want someone to KNOW & my money back!

  

  Business Response

  Date: 06/12/2025

    We apologize to the customer.  This is a **************** manufacturer issue, and they are dictating what repairs we are making per their approval.  Opening the Consumer Affairs case with Honda is the best thing the customer can do to try to expedite what the manufacture will instruct us to do.  Again, we are sorry and hope to get the final fix from Honda so the customer doesn't have to continue to be inconvenienced.  

  Customer Answer

  Date: 06/14/2025

   
  Complaint: 23455203
  
  I am rejecting this response because: 
  As I stated in my complaint, Honda ***************** has already been contacted before I submitted this complaint. The response from the representative ***** was that it was noted, but it can be a long time before my claim gets ran up the chain of command. She continually repeated on several of our phone calls that it is common for this process to take months & sometimes years to resolve. 

  Meanwhile, I have yet to hear ANYTHING from the dealership about the new part they said they were ordering a month ago. Our last interaction was they would call me to come back so that they could replace the infotainment screen. 
  

  So no, I do not accept this response because it has not solved anything & their customer service is horrible  

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

• Initial Complaint

  Date:05/13/2025

  Type:Sales and Advertising 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 had previously bought a 2023 ********* from this dealership and had a great experience, which is the only reason I gave them the first shot this time around.I even told the salesman that if they got a 2025 Black Edition Ridgeline in, I would be ready to trade my paid-off 2023 and buy the new one no shopping around.Based on that trust, we came back to buy a 2025 Honda Pilot, listed through **** Club with a guaranteed price.We sat down and negotiated a deal for a 2025 Pilot Elite Black Edition $54,500 out the door plus $1,107 for a tow hitch installed, and we agreed to put $1,200 down.Everything was supposedly locked in, and we spent over five hours in the dealership finalizing the deal.Three-quarters of the way through the paperwork, the salesman realized he had used the wrong stock number it was for a regular Elite, not the Black Edition we had actually been negotiating for and then they tried to jack the price up by another $2,000 because of their mistake.Even after being caught, they still tried to "split the difference" by charging $1,000 more than what we had already agreed to. At that point, we walked out and they permanently lost our business.

  

  Business Response

  Date: 05/19/2025

    We do apologize for the error in the stock number, as the customer is correct.  ***** ********, the General Sales Manager, did speak with the customer.  The vehicle was for the father-in-law and he was not happy that we tried to increase the cost of the vehicle due to our mistake, and to even split the difference.  By the time management got involved to do the same price on the more expensive vehicle (again--our mistake) the father-in-law had purchased elsewhere.  Mr ****** did appreciate the phone conversation with Davie and would like to continue  working with Davie and the Honda store in the future.  Mr ****** will only deal with Davie going forward.  We appreciate Mr ****** giving us another opportunity!

  Customer Answer

  Date: 05/20/2025

   
  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.  They did reach out and were very apologetic and that was good enough. I mean was not happy about all the time wasted at the dealership but when they reached out they were sincerely apologetic and that was enough.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/11/2025

  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.

  Today is March 10, 2025. I reached out to Honda *************** on May 21, 2024, regarding an ongoing issue with my cars fuel injectors. The problem started on March 14, 2024, when my vehicle had only ****** miles. In fact, the issue began in 2023, but we only reported it after paying for a full diagnostic at Gerald Honda Matteson, where we bought the car o 2018. Now, in 2025, my 2019 Honda Odyssey has only ****** miles, and the problems have worsened. All the warning codes are appearing on the car, and it struggles to start, loses power while driving, shakes, and stalls. This is a major safety concern, especially since we are a family with three children. Weve been dealing with this for over a year. With all the recalls Honda has issued over the years, we expected them to take this issue seriously. Unfortunately, no one from the dealership where we purchased the vehicle has reached out to us with any updates. We were told the part is on backorder. When we called another Honda dealership, they suggested we take it to an independent mechanic because our warranty has expired. The manager had to apologize after a staff member incorrectly tried to charge us for a recall-related service.I also discovered that in 2021, Honda extended the warranty for certain ********* Odysseys due to fuel injector issues. We need this problem fixed. Our car is practically new, and we have followed all recommended maintenance schedulesA, A1, B, B1, etc.We can't afford another car, and Honda was always our first choice at the time to buy a new one. We are afraid this is going to lead to more problems or even an accident.

  

  Business Response

  Date: 03/12/2025

    
  We apologize to the customer for the inconvenience and frustration.  Unfortunately, this is a Honda manufacturer issue with the back ordered parts, and we can not do the repair without the parts being available.  Our suggestion would be to call Honda Consumer Affairs and open a File on the issue, which should expedite the needed parts for the repair on the vehicle.  Hopefully this helps the customer so that we can get the vehicle repaired for them!

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23048074
  
  I am rejecting this response because:

  On March 14, 2024, I paid for a full diagnostic where state the I have a fuel.injectors problem. Dealership state on the bill, that parts will be order and the customer will be contacted. I never got an update or news about the parts. 

  On March 13, 2025, I called the dealership and they confirmed that they have the fuel.injectors in stock. 

  I attached the codes that I got in my Vehicle Emmision test on February 24, 2025. 

  Those codes match with the codes that are mention on the American Honda Motor Warranty Ectension letter. 

  I already have a case with Honda #********.l, since May 2024. 

  I will not pay for another diagnostic, recall o fuel.injectors. Im in the line to losse my new job because I cant drive to work and my economy is not in good stansing right now, so I cant pay another diagnostic or extra repair like Gerald Matteson is suggesting. 

  I just need to heard that the dealership will take my car and fix the recall and the fuel  injectors. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 03/25/2025

  I had spoken to the customer. He stated to me that the vehicle was dying out in traffic and over heating. I explained to him that it would need to be towed in and inspected. He stated he would arrange to have the vehicle towed in. He asked if any inspection fee would apply. I explained to him that yes it would, but if the diagnosis leads back to the fuel injector failure, the inspection fee would be waived and all repairs are covered by Honda. I also told him there was a open recall on the vehicle, and that would be at no cost out of pocket 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23048074
  
  I am rejecting this response because:

  The person I spoke with ****************** only mentioned taking the car to the dealership, paying for a new diagnostic, and being told again what is wrong with the car. There was no mention of waiving the inspection cost, either by the representative from Honda America, Mr. ******* or by you.

  On Tuesday 25th, 2025, Mr. ****** (Honda America representative) informed me that I would need to take the car to the dealership, pay for the inspection, and cover any damages the car might have. Strangely, after he spoke with the manager at the dealership, the manager claimedwithout even inspecting the carthat he "thinks" the issue isnt with the fuel injectors.

  As I told Mr. ******* I have done my part as a customer. As soon as my car started showing warning lights on the panel, I took it to the dealership in March 2024 for an inspection, which is referenced in the 2021 Honda letter regarding such signs and codes in a car. The test results from March 2024 specifically pointed to the fuel injectors. I just hope that when I take the car back for another inspection, Gerald Honda dealership doesn't change the diagnosis just to make more money.

  As a customer, we expected better communication from you. We trusted your written statement when the dealership mentioned, "Fuel Injectors Kit on order. WILL CALL CUSTOMER WHEN PARTS ARRIVE FOR SERVICE."

  For now, I will keep this BBB case open until my car is fixed.

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

• Initial Complaint

  Date:07/13/2024

  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.

  I bought my vehicle from the lease 9/2022, they "Gerald Honda" gave me new plates but did not change the registration, therefore my vehicle sticker did not match my plates. I learned that I was driving illegally when I went to have my emissions test and the man told me my plates were illegal. I went to the dealership and they said I had to go the **** The *** said to go back to the dearlership where the mistake was made. I did and they said they would get back. to me, I did hear from 1 lady and she had me call Secretary of State who redirected me to ***. As Im getting ready to drive East I needed this resolved. On 7/12/2024 I went to *******,ILL *** who also couldn't figure it out, I ended up buying a sticker for the so called expired plates for $151.00 and a $20 late fee and the plates will expire 8/2024, 1 month and it will cost me another $151. I asked the dealership just to give me new plates since this was Their mistake but they said they couldn't do that and would investigate it and get back to me by Wednesday 7/10. Still haven't heard back from their finance deptmant as of yet

  

  Business Response

  Date: 07/15/2024

    Unfortunately, I am unable to research what went wrong with the plates back in August of 2022; but clearly the ****************** didn't complete the new plates properly for ******************.  We apologize, and are sending her a check for $322 for the 2 sets of plates and the late fee she incurred.  The check is being cut today, and sent to the address on the deal and complaint.  Sorry again for her waste of time and appreciate her patience!

• Initial Complaint

  Date:09/12/2023

  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.

  Leased a car 3 weeks ago. I still do not have the required documents to get plates. I call honda and they have no record of the transaction. The manger does not respond to emails. Next week will be 30 days since I made the purchase and I have no information on how to make a monthly payments. I will be leaving the state next week without information on how to get temparary plates .

  

  Business Response

  Date: 09/15/2023

  We apologize to Mr. ***** totally our fault.  We used the wrong tax for *******.  He came in and resigned the contract on Tuesday, and we overnighted everything he needed to get his ******* license plates done.  When he gets back from out of town, we told him to come in and we are giving him $200 worth of accessories for his trouble.  Again, we apologize!

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20589589
  
  I am rejecting this response because: The information overnighted was not complete and did not include a POA for the lease. Finance emailed  one over today

  and I brought it into the ***.     One the second trip to the *** when they entered the title information it show the title as cancelled. Apparently the information

  I have which is  the responsibility of the dealer was not complete or accurate.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/02/2023

  We have been working to help Mr **** get the title situation resolved in *******.  ******, our title person has been in contact with he on numerous occasions, and Mr **** has her cell number to assist in anyway, should he have any further issues with the title.  I have sent a text, and ****** has left a message to check on the status of the title work in *******.

• Initial Complaint

  Date:05/26/2023

  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 have a 2021 Acura ILX and I have been waiting on parts since mid-February 2023. I don't have a vehicle to get to work and to run errands. I was not granted a loaner car from the dealership or body shop and my insurance exhausted the rental agreement with hertz for the rental car at 60days. I am still today waiting on the *** UNIT that is still nationally backordered. I need my car or since the car is not in my possession, I want the duration my car is down due to from backordered parts from HONDA to be waived until my car is back on the road or in my possession.

  

  Business Response

  Date: 09/21/2023

  We apologize for **************** inconvenience. Unfortunately, we have escalated the order, but are at the discretion of the manufacturer Honda. We would suggest opening a Consumer Affairs file with Honda directly, to expedite the part delivery and any reimbursement. We, the dealer, have done all we can. We apologize, but the back order issue is with Honda!

• Initial Complaint

  Date:03/02/2023

  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.

  March5,2022 $5,433.96 was paid for a new engine They were committed to providing me a good running car by doing the repair. Less then a month later my check engine light was on. I called and called but never a call back. I had a Diagnostics on the car that stated internal misfire in engine. They have not tried to resolve only tell me trade it in for a new car. The RO#-6030994

  

  Business Response

  Date: 03/03/2023

  We did replace the engine for ************** on 2/22/22, with a used engine.  The customer paid $5433.96 for the repair.  We did not see the customer again until 2/4/23, at which time he brought the vehicle back in with an issue in the engine.  At that time, we diagnosed the need for another engine, and suggested that it might be worth trading the vehicle in as opposed to repairing it.  The engine that was installed in 2022, only came with a 6 month warranty; so that is expired.  We have not seen the customer since 2/22 for any maintenance or oil changes, and see no service being done to the vehicle anywhere else.  I appears as thought roughly ****** miles has been put on the car since that time.

  The attachment sent by the customer pertaining to the Lifetime Warranty on the website; only pertains to vehicles purchased at the Gerald Auto Group.  The customer did not buy the car from **********************!