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:01/17/2024

  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.

  We purchased a new 2023 Honda Pilot from Luther ******* Honda in June 2023 with a full extended warranty. The automatic trunk stopped working anytime it was below 40 degrees. The car has less than 5K miles on it. We brought it in for repair to Luther Hopkins Honda on 1/11/23. My husband pulled in and a guy told him proceed to the desk to check in. He stood at the desk waiting to be checked in for 20 minutes before anyone acknowledged him and then was scolded by *****, who checked him in because he wasnt standing by his car. We explained the issue in full. They did not bother to test it in the cold and simply reset the system and said it was fixed. My husband picked it up later that night and tried to use it within 30 mins and it would not work. Several other features were no longer working as well and the settings were wiped out with no heads up or warning. I immediately called but service was closed and I spoke with a super nice gentleman at the answering service whom took my message. My husband drove the car back up first thing on 1/12 and re-explained the issue. He spoke with ************************* who was very nice and apologetic. They acknowledged they got the auto trunk to fail but blamed Honda tech line for not finding a solution. We spoke with ********************* that asked to keep our car over the weekend to work on it and assured us the would be open MLK day. We heard nothing over the weekend and called them again on 1/15 and they told us they didnt work on it over the weekend and couldnt do anything today because the tech line was closed even after they said it was open on Friday. ********************* assured us on 1/15 she would call first thing 1/16. We never heard from anyone so we had to call at 1:30pm and they said my car was still not fixed and we couldnt pick it up because it was in pieces. ********************* has been rude and has not apologized once for any of this and repeatedly lies to us. The absolute worst customer service experience.

  

  Business Response

  Date: 01/25/2024

  We were able to identify the cause of the issue with the tailgate after lengthy diagnosis.  We ordered a pinch sensor which was causing the issue and have since replaced that sensor.  As this is a cold weather-related issue, we tested it and it performed as designed, but weren't able to test in the environment it most fails.  We advised ************ that if they had any issues on their trip North this weekend to reach out to us right away.  We also took care of the oil change, tire rotation and replaced the rear differential fluid.  As the vehicle was not left in the greatest condition on the interior after the initial service visit, we also performed an interior detail on the vehicle.  ************ left satisfied today. 

• Initial Complaint

  Date:10/20/2022

  Type:Product 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 purchased a used vehicle from Luther Honda on 7/14/2022. At the time of vehicle purchase we also purchased a vehicle service contract. We were told that the service contact could be cancelled at anytime and there would be a refund based off the mileage of the vehicle. In early October we decided to cancel our service contract. I contacted aul Service Contacts and was told I needed to contact the dealer where the contract was purchased so that the dealer could initiate the process for cancellation. I left several messages on the general finance voicemail box at Luther. On 10/10/2022 I finally received a return call from ***************************. He said he would send me an email and that I should reply with the currently vehicle mileage and loan number since the refund would be applied to the current vehicle loan. I replied back to ******* on 10/11/2022 via email with the requested information. I sent an additional email to ******* on 10/13/2022 asking if he received the requested information. I attempted to contact ******* by his phone number *************) on 10/18/2022 but his number went unanswered by person or voicemail. I also left a voice message on the finance general voicemail box at Luther Honda and have received no return call.

  

  Business Response

  Date: 10/31/2022

  The contract was Cancelled the week of October 24 and Luther Hopkins Honda will be issuing a refund check to ****************** (as the extended service contract was financed in the Automobile Loan.) Hopkins Honda considers this issue resolved and with no further attention needed.