Complaints

This profile includes complaints for Honda Village's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Honda Village

  371 Washington St Newton, MA 02458-1536

  
• 

  Suburban Village Autobody & Collision

  7 Arlington Rd Needham Hgts, MA 02494-2901

  

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:04/24/2025

  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.

  I bought a brand new 2025 Nissan Rogue three weeks ago at North Shore Nissan in *******, **. I have had it back to the dealer 7 times, the car has 600 miles on it and has already had to have the battery replaced as it was dead and upon testing was faulty, and this morning a week later, the car was dead again. The electrical system has not worked properly, car play, radio, not working, will not sync with my phone, on my blue tooth it states not connected. The Nissan app does not work. I have had my phone checked at the *********** and there are no issues with my phone. At this point I want the car replaced with a new 2025 Nissan Rogue that works.

  

  Business Response

  Date: 04/28/2025

  Hello,

  This complaint is with another dealership within our group, Nissan Village in Danvers. Please refer this issue with that store.

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 05/14/2025

  This complaint is for the Nissan Village store in Danvers, not Honda Village. This issue continuously occurs and I'm not sure why? Please refer this issue to Nissan Village in Danvers. Thank you

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   The issue with my 2025 Nissan Rogue has not been resolved. The car has been in the Nissan ****************** for almost 3 weeks with no resolution and has not been repaired.

  

  Business Response

  Date: 05/14/2025

  What do you not understand? This issue is with another dealership in *******, not the Honda dealership in ******.

• Initial Complaint

  Date:04/21/2025

  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.

  I purchased a new 2025 Honda Odyssey from this dealership on 3/29/2025. The dealership suggested a pick up time for the car to be 4/1/2025 at 9 am and in fact insisted that we change our payment method and dealings with our insurance company to ensure this, again for their convenience. We complied with their requests but were met with delays the morning of 4/1 that the dealership blamed on the car insurance company, insisting that I needed to call the insurance company to clear up the issue, which the dealership took no steps to correct on their own, and the insurance company repeatedly stated that there was no issue. I finally personally got the document that is meant to be transferred from the insurance company to the dealership (called an ***), that the dealership kept insisting they did not have. I was going so far as calling them to ask to check the spam or junk folder because it was a mystery where the *** was going. When I sent the *** myself to the dealership, the sales associate took on an angry tone and told me the *** was not necessary (after 6 hours of stating that this was the document that was holding up the transaction), and that I could pick up the car. When I picked up the car at 3pm, I was wordlessly handed a set of keys and the sales associate walked away. We did not do any sort of walk through of the vehicle and no instructions were given. When I arrived home I learned that the car was missing floor mats, a remote control for the entertainment system, a tire air valve cap, and one passenger door does not function. The license plate was also not adhered adequately with screws (one screw, partially closed). Im seeking delivery and repair of these, which should have been included with the original sale, but which the dealership insists is an additional charge.

  

  Business Response

  Date: 04/28/2025

  
  We promptly reached out to our client, **** ********, and invited her back to the dealership to address her concerns. During her visit, we carefully reviewed each of the issues she raised and worked diligently to resolve them to her satisfaction.
  We are pleased to report that Ms. ******** confirmed she was satisfied with the resolutions provided and left the dealership with her concerns fully addressed.
  We remain committed to delivering excellent service and ensuring that all our clients have a positive experience with us. Please let us know if there is anything further we can assist with.
  

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am happy for Mrs. ********* whoever she is, that her requests were satisfied. However, this is was not my experience. Two of my requests were satisfied by the sales center with great pains on my behalf. An appointment was not offered to me but something I insisted on. A gentleman from the service center was kind enough to help me with the door. The salesman gruffly tossed a package of floor mats to me, allowing me to install them myself (I am 8 months pregnant, and quite visibly so). The last request about the entertainment system went nowhere with this team, and I have still not been granted a walk through to help me get acquainted with the car despite my requests, which is standard practice by car dealerships. I was able to understand if not resolve the entertainment system issue eventually by speaking to Honda Corporate. As a service center, they should be ashamed to say that this is the level of service they provide to their customers. It is totally unacceptable, and again only resolved because of my own actions to advocate for myself. I received no communication from them to rectify the issues or offer me an appointment. Im confident that without the steps I took (3 weeks later, ample time for them to have reached out to me), this dealership would have been quite happy to see me disappear as a nuisance and had no plans to offer anything. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Lily

   

   

• Initial Complaint

  Date:02/24/2025

  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 October 16, 2023 ****** **** sold me a Honda Prologue lease from Honda Village in ******. He told me that the ** vehicle I was buying would be able to be charged at a fast charger station. He pulled up his phone and showed me on the Honda app all the charging stations. In addition, he said in January 2025, Honda would be entering an agreement with ***** which would enable Honda Prologue owners to charge at Tesla with a converter that Honda would be sending out.I was lied to. 1. The closest fast charger to me was 30 miles away from my home. 2. In January I emailed ****** and he never returned my email. I called another Honda dealership. They told me there was no such agreement with *****. I was sold a car I could not charge fast.On top pf this, I was rear-ended and my car went into the shop in November 2023. After 3 months, my insurance totaled the car. Honda could not provide the parts. This experience has been very stressful from beginning to end. I do not think it is ok to lie about vehicles you sell.

  

  Business Response

  Date: 02/25/2025

  Honda Village operates with transparency and integrity in all vehicle transactions. The Honda Prologue, like all electric vehicles, relies on publicly available charging infrastructure, and charger availability may vary by location. While our team provides customers with tools to locate charging stations, we do not control third-party networks or their accessibility.
  Regarding the information about a potential agreement between Honda and *****, our sales team shares details based on the most current manufacturer communications available at the time of purchase. Any future agreements or changes in charging compatibility are determined by Honda ********** not Honda Village.
  Additionally, the accident and subsequent insurance claim were handled entirely through the insurance provider. Vehicle repairs and parts availability are subject to supply chain factors beyond our control, and the decision to total the vehicle was made by your insurance company, not Honda Village.
  While we regret that your experience did not meet expectations, we must clarify that Honda Village bears no responsibility for the issues outlined.

• Initial Complaint

  Date:05/25/2024

  Type:Order 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.

  Recently came to the end of my lease with this dealership. After discussing my options I opted to buy it out. Since I now live out of state (*****) my initial thought was to turn it in to a dealership in ***** but I was assured by this dealership that I would only have to pay the Maine sales tax. They changed to rate on the contract to the Maine rate of 5.5% to reflect a lower rate but not the actual amount (actual amount should have been $805 but I was charged $914) effectively scamming me out of $100 to get my business. The sales manager states there is nothing they can do and I will not be reimbursed.

  Customer Answer

  Date: 06/04/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 06/13/2024

  The client is required to pay sales tax on the sale of the vehicle the yare purchasing. Since they purchased it from Honda Village the state tax rate is 6.25%, and the money paid goes to the state. The Maine tax rate is 5.5%. We do not have any control over the tax rate but obviously are required to collect it. Honda Village did not profit from this transaction and feels no obligation to refund any requested money.

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My complaint is in regards to being openly deceived both verbally and in writing as evidenced in the photographs of the contract that I shared with my original complaint. Had I been told the truth (that I would subjected to Mass tax) I would have conducted my business in ***** and returned the car there. The dealership has failed to address why I was told I would only be paying Maine tax (again this was even written into the contract I signed) . This omission or the lack of knowledge by the sales associate did cost me extra money and I believe any reasonable person would feel dealership should be held accountable.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 06/26/2024

  We are not in a position to reimburse any monies collected for state sales tax paid for the purchase of their vehicle.

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as **************************************** Ive been told I will not be refunded- this is not new information and does not satisfy my request. It is abundantly clear to me and all future readers of this complaint that this dealership could not bear to part with $100. Again I am requesting to know why I was lied to verbally and on my contract.

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:03/21/2024

  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.

  The reason for my complaint is due to having an outstanding service issue with a car dealership and I am in need of assistance with coming to the proper resolution. The nature of the complaint: the dealership (North Shore Nissan) had scheduled a service appointment in February to address an ongoing problem with needed car suspension repairs that are affecting the overall safety of the vehicle. This was an issue they had attended to previously as well. This appt was expected to result in a quick repair/full resolution but unfortunately it has resulted in the dealership currently having possession of the car for over 1 month (they still have the vehicle). The current status is that the vehicle is due to have a MA inspection sticker by/before 3/31/24 and currently the car is not driving at road safe standards or able to pass the inspection process for the required sticker. The dealership has refused to replace all parts in their entirety (all covered under a purchased extended warranty) or address the secondary issues that have now resulted from the ongoing problem and are demanding the vehicle be picked up "as is" and stating they are not willing to do any further repairs. The dealership agreed upon taking the vehicle in to provide a loaner car at no charge for the repair duration. Currently they are now mandating that I pick up my vehicle "as is" and if I do not they are threatening "to take alternative action against me" and "involve local police to tell them that the loaner is a stolen vehicle". The dealership has been aware the vehicle was brought in due to not having full control of steering, an outstanding recall (tie rod), suspension repairs needed as well as understanding that after 3/31/24 the car will no longer be allowed (legally) on the road as the inspection sticker will be expired. The dealership has not made attempts to fully resolve the issue.my possession I have still be responsible to maintain the monthly car payment and car insurance.

  

  Business Response

  Date: 04/21/2024

  ****************** car was completed weeks before she returned our loaner because she believed someone owed her new tires. She talked to Nissan direct twice to no avail. North Shore Nissan had to get the Danvers Police involved in order to get our car return. The tires were *************' responsible as she was told numerous times.

• Initial Complaint

  Date:02/12/2024

  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 purchased a new Honda Fit and what I was told was an extended warranty in April 2021. I purchased the warranty from Junior Delicieux. He informed me this extended warranty wouldnt begin until after my standard Honda 3-Year/36,000-Mile Limited Warranty expired. He told me that this extended warranty would add five more years to my current Honda Limited Warranty. He lied to me about what I was purchasing. In actuality, I was tricked into purchasing a service contract that began immediately upon purchase. More importantly, the contract did not specify what is covered in my Comprehensive Coverage.While completing the forms, ****** would not give me a moment alone to read over the information. I felt trapped in a room with no window and the door closed until I signed the paperwork.I want a full refund for my purchase. I was lied to and pressured to purchase. I have not used the service contract at all to get repairs made because ****** said it wouldnt start for three years.Today, when I called and asked for specific details on what I purchased, I was sent a screenshot of a webpage promoting the insurance. I asked ****** for the actual signed contract and he emailed a *** that was out of order, unsigned, and missing information. Unprompted, the manager called me, shouting that coverage was listed on page 3. He belittled me for asking for clarification and yelled at me saying, obviously you cant read. I told him the *** was out of order and missing information. He said he didnt look at what Junior sent me. He also said it only lists whats not covered because everything else is covered.I asked ****** to cancel the contract. He said I couldnt cancel unless I came into his office first. I cant miss work. More importantly, as a womanboth men made me feel deeply uncomfortable, belittled, and pressured.They are intentionally deceitful, lie about what they are selling you, and then bully you if you ask questions or for explanation.

  

  Business Response

  Date: 03/04/2024

  Hello,

  We are fully aware of the request from *************************** as they have spoken to most all of our management team, including our general sales manager *****************************. They are requesting a reimbursement on money they used to purchase an extended service contract, on their vehicle that was totaled recently. We only administer the extended service contract, therefore the consumer must come into the dealership to sign the request for reimbursement on the money for the extended contract, this can not be completed without their signature on the required forms. Their reimbursement will be at a pro-rated dollar value as it was signed in 2011 as they stated.

  We are happy to complete this request but they must come in to sign the required documents for us to submit.

  Customer Answer

  Date: 03/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The response is not factually correct. I purchased the contract, which I was incorrectly told was an "Extended Lease" in 2021, not 2011. I did not need to come in to receive reimbursement from the third party company selling the contract. I spoke with the third party and they will reimburse me after the date the car was totaled. More importantly, I was lied to by *********************;when the contract was sold to me (see original complaint for details). The dealership not responded about this. I was also verbally harassed on the phone by ******'s "manager," ***************************** (see original complaint for details). They now ignore my emails and have no attempted to contact me again. This dealership lies and pressures their customers into purchasing "extended warranties." They use bullying tactics to get their way rather than providing the bare minimum of customer service.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 03/25/2024

  Hi, this is ***************** ****. *************** to complaint number ********. The vehicle in question by the customers comp complaint has been totaled and is out of service permanently and the request for reimbursement on the contract that they signed will be issued. Once we submit the paperwork, we do require the signature in person to do that and they will get reimbursement on a point appropriated basis for the contract they seek to cancel, which happens regularly. And this is just the process that takes place. There is nothing further we can do without their signature. And I am sorry that they feel that our general sales is harassing them, but they Escalated up to our sales manager, *****************************, as they outlined in their complaint, who was trying to get them to understand what is actually taking place. We can not change anything that happened originally when they purchased the car because all the contracts are signed.