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:04/16/2025

  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 my 2025 Honda Pilot on 10-4-24. I have ******miles on it and brought it to the Dealership to have an oil change and tire rotation under Honda Service Pass. I was told by service manager ***** ******* that I would have to pay since I only get 1 oil change and I already had it. I told him it says no number of oil changes just 12 months or ******miles. He refused to do the oil change stating it is in my owners manual. I asked him to show me but he said he couldnt but it was in the manual. He also stated that it is Honda and not him that made the rule. I email the owner of Canobie Lake Honda about this problem but he never got back to me.

  Business Response

  Date: 04/18/2025

  We are sorry the customer is unhappy with his recent visit at Canobie Lake Honda; we strive to ensure to deliver the highest level of customer service and satisfaction for every customer that comes to our dealership.

   

  In September 2024 and beginning with the 2025 model year, Honda changed its Service Pass Program to 12 months or ****** miles (whichever comes first). See information below taken directly from a Honda correspondence.  Since the customers vehicle already had an oil change, the vehicle no longer qualifies for the Service Pass complimentary oil change.

   

  We apologize that this information was not readily available to the customer at the time of his visit but hope it now clarifies any confusion that occurred at the time of his visit.

   

  
  

  Customer Answer

  Date: 04/19/2025

  I do not have a ICE or Hybrid vehicle so this does not apply to me. Also I never received anything or was told that stated that I only would get one oil change. Once at the dealership most people after being told it is not covered would still get the work done and the dealership would get the money. Meaning they are deceiving the customer with false advertisement. 

  Business Response

  Date: 04/21/2025

  Good morning Mr. ********************* reviewing your warranty coverage (Honda Service Pass) and the details of your service request, we found that the specific service in question is not covered under the terms of your warranty as stated in the attachment. Honda ************* and Canobie Lake Honda strive to provide clear information about Honda Service Pass coverage, and we apologize if there was any confusion.
  
  To help clarify this, I sent you Honda's warranty documentation which outlines the specific services and components that are covered as in the attachment. As far as what vehicle you purchased, you are mistaken. You are incorrect in stating that you do not own an ICE or Hybrid vehicle. You in fact own an ICE vehicle (Internal Combustion Engine).
  
  If there are still questions don't hesitate to reach out to me directly. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23210992
  
  I do not accept the business's response as a resolution to my complaint because: as I stated they could not show me that I only got 1 oil change and as I have said most people would have just paid since they were there. I am satisfied knowing that I will take my business with 4 Honda vehicles to another dealership costing Canobie Lake Honda thousands of dollars in the future over a simple oil change that would have only cost them a few dollars for parts. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/27/2024

  Type:Product 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 2023 Honda HRV on 12/9/22 at Canobie Lake Honda in Salem ** and purchase a maintenance contract on the same day for $675. I used the contract once on 3/18/24 for a tire rotation and oil change at ******** Honda in *** **. On 3/22/24 I traded my 23 HRV in at *********** in ********** **. They gave me an odometer disclosure statement they said I would need to get a refund on the purchased Maintenance Contract. My odometer read ***** miles on the car. The maintenance contract # V07321124 expiring in 12/8/26 or ***** miles on vehicle. I called Canobie Lake Honda on 3/25/24 to ***** in Finance at 1029am. He didn't answer the phone so I gave him all the info on the maintenance contract and the date I sold my vehicle so I can get a refund on the balance of this contract. He didn't call me back so I called again at 234PM with no answer again asking him to please call me back. 3/26/24 I called again at 1006am to ***** in Finance to please call me back. I called again at 124pm and asked to speak to a supervisor ************************* and he didn't answer his phone either so I requested a call back as I wasn't getting anywhere with call backs or I will file a complaint with BBB if I don't receive a call back. Never received a call and I was told by the receptionist that they were working those days and in the office. They are obviously not going to call me back ever or issue my refund.

  Business Response

  Date: 03/27/2024

  Thank you for bringing this matter to our attention as customer was contacted today. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible. If you have any further questions or concerns, please do not hesitate to contact ***************** directly at ************. 

  Customer Answer

  Date: 03/28/2024

   
  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:08/24/2023

  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.

  On August 22 I purchased a car from **** ****** , I was told that the car needed a radar calibration and the only one who could do that calibration is the dealer so I brought it to Canobie lake Honda and spoke to Caitlyn Regolino and told her exactly what I was told she said she had to do a diagnostic to ensure that the problem was actually the radar .. I left the car with her she called a few hours later and confirmed after the diagnostic that the radar needed a mount and a calibration.. I agreed for her to do it along with an oil change she said that my car would be ready the next day …. This is where the problems began… first Catilyn never called me so around 2 pm I just drove over there to the dealership and was informed by Catilyn that after the calibration was done that it was discovered that the radar for the car was the wrong one so I say if it was the wrong radar how come that wasn’t discovered during the 160 diagnostic test ? So just so happens the supervisor is standing right there I asked if I could speak to him he asks her Catilyn what happened she told him and he agreed with her and never asked me for my complaint… so I asked if he was going to hear me out and he reluctantly did , so they basically charged me to do a diagnostic and calibration that amounted to nothing then they want me to get a new radar so they can charge me the same fees again… ontop of that Kevin Spoke to me so badly that an elderly woman walked up to me and apologized for his behavior and innocent customer .., secondly my cars vin number never came up in the system which Catilyn informed me off which means that the car was not from the United States which prohibits Honda from working on it for reasons just as this and Catilyn didn’t follow company policy which resulted and me paying 490 dollars for nothing .. I would like a full refund and a open apology from both Catilyn and Kevin

  Business Response

  Date: 08/25/2023

  We are sorry *** ****** is unhappy with the service he
  received at our dealership. I personally spoke with *** ****** via telephone conversation on the morning of August 24.  At the conclusion of the conversation, I offered to work closely with the customer on his vehicle’s next scheduled
  maintenance – an offer which *** ****** appreciated and indicated he would accept. 
  We will refund *** ****** 50% of the cost of the
  service at the basis of this complaint as an additional offer of goodwill
  because he is a loyal customer of Canobie Lake Honda