Complaints
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/09/2025
Type: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.
Had the fuel pump replaced through a recall, and then the weeks following, my car started to malfunction. The dealership stated it was the fuel injector. I believe it was due to debris from the fuel pump in the fuel injector that caused the malfunction. An employee even told me this may happen. I left a review and emailed the company. No response
Business Response
Date: 07/11/2025
Unfortunately, there are no warranty extensions or recalls related to the fuel injectors on the customer's vehicle. Neither the dealership nor the technician did anything that would have caused the malfunction. We would advise the customer to contact American **************** customer service for reimbursement outside of the warranty on the vehicle. They may be reached at **************.Initial Complaint
Date:06/10/2025
Type: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.
On 10/26/24, I had routine brake fluid service completed for $189.99. On 4/6/25, I received an alert on my car that my brake fluid was low, so I took my car to another Honda dealership on 4/12/25 where they discovered that the right front bleeder s**** was not secured causing my brake fluid to be actively leaking since my service in October. I attempted to contact Frank Leta Honda 4/14/25, 4/21/25, and 4/22/25 via phone with no response. I then emailed them on 4/23/25 to complain and inform them of this issue. I received a call back stating that they would be issuing a refund for this service. I have not received the refund and have attempted to followed up with them via email on 5/19/25 and 5/28/25 with no response.Business Response
Date: 06/18/2025
***** *****, our Service Manager, has processed the refund as was promised. We apologize for the delay.Customer Answer
Date: 06/18/2025
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
******* *****Initial Complaint
Date:12/13/2024
Type: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.
7/31/2024 the payoff check for my trade in vehicle was sent to my check and got returned at which point my bank continued to charge me for. today is friday the 13th December 2024 and frank leta has claimed to have sent a 2nd check 1 week ago last friday, my bank within this 1 week span has frozen my account due to past due payment of the 2013 dart i traded to frank leta. at this point just receiving the extra money from the payments my bank has stolen from me isnt enough. *** had to deal with late fee after late fee amongst other essential bills and now i cant even use the check i just got paid over this issue due to frank letas negligence on the pay off.Business Response
Date: 12/13/2024
Check ***** was cashed by **************************** on 8/15/24. Attached are images of the cancelled check. If the customer's credit union is claiming the check was not received, they may use these images as evidence of the payment.Initial Complaint
Date:12/01/2024
Type: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.
11/25/2024 I am writing to formally express my concerns regarding the service I received at Frank Leta Honda on 11/25/2024. The incidents outlined below demonstrate a level of unprofessionalism, discrimination, and poor service that I believe require immediate attention. I was verbally harassed and insulted by supervisor ****. I was misled by **** ***** which led to me being cursed out verbally abused and threatened. This matter needs to be address immediately. The service I received and the way I was treated was very unacceptable. I had pure intentions on purchasing the 2012 Nissan Rogue for ******* I provided all needed documents and wasted time and money going back and forth to the location via ****. I am very unpleasant with this. This needs to be addressed ASAP I was called out of my name serval times by ****. I hope to resolve this matter amicably but will not hesitate to escalate my complaint to external agencies or pursue legal action if necessary.Business Response
Date: 12/02/2024
We are sorry to hear that this individual is unhappy with her experience. Unfortunately, this customer did not return from her test drive as she had promised. After waiting over 4 hours, she was contacted by *** and told that the vehicle must be returned and that failure to do so would result in having to report the vehicle as stolen.Customer Answer
Date: 12/03/2024
Complaint: 22623776
I have reviewed the business' response and am rejecting it because:
I took the car to get checked out for service as instructed per **** which took a little longer than expected due to weather conditions.
Being verbally abused and mistreated does not justice their behavior. Please escalate matter or Ill have it escalated legally.
Sincerely,
***** ******Business Response
Date: 12/03/2024
We are sorry to hear that the customer remains dissatisfied. The dealership neither condones nor tolerates abusive treatment of its customers and likewise does not tolerate abusive treatment of its employees.Initial Complaint
Date:11/01/2024
Type: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 been calling for two days, left multiple messages with multiple departments and I have yet to get a call back. My temp tags are now expired because I do not have the emissions or inspection that should have been provided at the sale of the car.This dealership has a serious problem with communication, or the lack of it I should say. This is not my first problem with them and had to file a BBB complaint last time and then and only then did they pick up the phone and call me.Business Response
Date: 11/27/2024
Service Manager **** ******** tried calling the customer but the phone number was disconnected. He sent an email with his contact information to schedule an appointment to have the vehicle inspected. Customer is encouraged to respond to him at *****************************************Initial Complaint
Date:08/15/2024
Type: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 need copies of my purchase documents along with a copy of a maintenance contract for key fob replacements and oil changes. Have contacted the dealership, my sales person *****, finance manager *****, for assistance including other personell with no response. Since response is so poor I cannot trust my maintenance contract will be handled in a timely way. I am requesting reimbursement of that contract also. The exact amount is unknown as those documents have been lost by accident. I am in need of the BBB assistance. Thank youBusiness Response
Date: 09/17/2024
Copies of the requested documents were sent by ***** ************ to the customer on 8/21.Initial Complaint
Date:06/17/2024
Type: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.
Was charge nine hundred dollars for a problem that the dealership knew about. Which is the catalytic converter and failed to to keep their 3 months or ***** mile warranty. And the second one went out and fix free. Showing the lemon law .Business Response
Date: 07/01/2024
Customer purchased a used truck with ****** miles on it. About five weeks after purchase, the check engine light came on and the customer brought it to the dealership for diagnosis. The cause was found to be one of the catalytic converters. Though this was not covered under warranty, the dealership covered half of the cost of the repair in the interest of providing excellent customer service. A week later, the check engine light came on again and the customer brought the truck to the dealership for diagnosis. The cause was found to be the other catalytic converter. In the interest of providing excellent customer service, the dealership covered the entire cost of the second catalytic converter. At this point the dealership has paid for 75% of the repairs to the truck when it was not covered under any sort of warranty. We are sorry that the customer does not find this acceptable, but we feel we have been more than accommodating in this unfortunate situation.Initial Complaint
Date:05/16/2024
Type: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 sold my car in December 2023 and tried for two months to get a hold of Franklin to Honda to arrange for my extended warranties to be canceled and refunded back to me. I finally was able to reach somebody in February and sent in all the necessary documentation to have my money refunded. I have called numerous times and still have not received my refund. Every time I call it goes to voicemail and no one ever returns. The phone calls today is May 16, 2024 and I still have yet to receive my refund, that was supposed to take more than four weeks to getBusiness Response
Date: 05/28/2024
Customer spoke with *********************, General Sales Manager. **** has since processed the customer's refund.Initial Complaint
Date:11/14/2023
Type: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 2018 **** Escape on September 14th 2023. The salesman told me that I was required to include the purchase of Gap ************************* plan and Maintenance Plan which I was told I could cancel within days for full credit back. I contacted the provider of the plans and was told that they sent the cancellation notice back to Frank Leta Honda on October 5th. As of today the finance company or myself have not received a credit for the cost of the plans. I have left a number of messages to the dealership and have not gotten back any answers to this. I would like to know when this will be resolved?Business Response
Date: 11/14/2023
The customer cancelled the contract directly with the provider instead of through the dealership, however the dealership has no record of any notice from the contract provider regarding the contract's cancellation. As the contract was cancelled so soon after activation, there was no refund sent by the provider to the the customer's lender. Rather, they simply did not bill the dealership for the contract. As such, the dealership will send the cancellation payment to the customer's lender. We apologize for the inconvenience.Initial Complaint
Date:11/11/2023
Type: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 bought a vehicle from Frank Leta Honda on September 6th, 2023. During paperwork, I signed a paper saying I am buying a car without a title but I was assured I would receive the title within 30 days. 30 days go by, I have not received the title to the car. I contact the dealership, I left a voicemail, and I also sent a text to the number they provided on the recording. No response. I was able to get a hold of someone in HR, they gave me the direct number to their general sales manager at Frank Leta Honda. Called multiple times, no answer, also the voicemail is full so you cannot leave a voicemail. Finally was able to get a hold of the guy that sold me the car on October 27th by email. He said they ordered a duplicate title. Sounds great. I emailed him today, November 11th just wanting a follow up making sure all paperwork has been sent to the state to get the title. Hoping to hear from him soon. Im filing this complaint because its been like pulling teeth trying to contact anyone at this dealership. Its been 60+ days since the sale of the vehicle and no title. I just want more communication from them so I know exactly whats going on.Business Response
Date: 12/07/2023
Vehicle title and paperwork have been delivered to the customer. There should be no further items required to proceed with vehicle registration. Please let us know if that is not the case.Customer Answer
Date: 12/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *****
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