New Car Dealers
DCH Kay HondaThis business is NOT BBB Accredited.
Find BBB Accredited Businesses in New Car Dealers.
Complaints
Customer Complaints Summary
- 8 total complaints in the last 3 years.
- 2 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:11/14/2024
Type:Product IssuesStatus: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 WAS TOLD I COULD GET A REFUND ON MY CARS WARRANTY THAT WAS TOTALLED I WENT IN AND SIGNED THE ***** WORK THEY SAID WAS NECCESARY BUT NEVER RECIEVED PAYMENT ANDITY HAS BEEN ALMOST A YEAR AND I AM NOW PAYING THE LAST OF THE LOAN OUT OF POCKET WHEN THEY AGGREED TO PAY AND THEY ARE NOW REFUSING TO TALK WITH ME OR EXCEPT MY PHONE CALLSBusiness Response
Date: 11/26/2024
We reached out to the customer and explain to him the delay on this matter. I sent to him documentation for him to sing that was originally missing, and we are going to handle the customer refund as soon as possible.Customer Answer
Date: 01/17/2025
Complaint: 22558441
I am rejecting this response because:HONDA TOLD ME THEY WERE SENDING THE CHECK TO MY BANK AFTER MY WARRANTY REFUND AND NEVER SENT THE CHECK EVEN AFTER I WAS IN CONTACT WITH THE BBB AND AM STILL PAYING OUT OF POCKET FOR A WARRANTY ON A TOTALLED CAR OUT OF POCKET
Regards,
******* ********Business Response
Date: 01/27/2025
We have been trying to get Mr ******** refund of his extended service contract. I reach out to him today and I already have my office and the service contract company working on a resolution.
I told Mr. ******** to give me 48 hours to get him an answer. We apologize about the delay, and we are trying to resolve this matter as soon as possible. ThanksCustomer Answer
Date: 02/10/2025
Complaint: 22558441
I am rejecting this response because: It has been more then 48 hours and they refuse to speak with me or update me on what is happening with the refund on the extended warranty
Regards,
******* ********Business Response
Date: 02/10/2025
Our accounting office confirmed that the extended service cancellation check was cut and mail on February 6th to ****.Initial Complaint
Date:07/21/2024
Type:Service or Repair IssuesStatus: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 Saturday July 13th I went to DCH Honda in ********* to look at a 2022 Honda Civic Sedan. After signing and on my way home I realized that the windshield had a **** in it and I called the dealer to speak with the sales rep or manager. I scheduled an appointment for Friday July 19 at 9:30. On Thursday night I go to move the car out of my driveway and hear water swishing back and forth and didn't know where it was coming from. I called the service department at 7:30 am to inform them of this and if I could take it in earlier and explained what happened with the water in the door panel. I was told that they didn't know if they could address both concerns so I asked if I could get a loaner and was told that they did not have any loaner that they could give me. So I went in early and would wait for the car to be ready, Once I arrived at the dealer explain the issue of the windshield, the water issue and also a wire that was hanging underneath the dash on the driver side. I checked in the car was told the vehicle never went through service. **** explained that before a car is put on the lot to be sold it goes through service to ensure that the car is fine to be sold and pre-certified. I was very upset and went to speak with the sales rep and manger and I got a loaner and was told everything would be taken care of and repaired. Later that day I got a call that the car was ready. When I go to pick up the car they tell me they fixed everything and put 4 new tires. When I go to see the car the rims of the car were all scratched and they were not like that. I told them that I would not take the car like this and I wanted the rims replaced. I was told they would not replace them so I asked for my money back. I spoke with ************************* and he said I would have to come back on Monday to get a check for my deposit. He was very unprofessional. I had no way home was not able to take the loaner and I have to go back on Monday the 22 to get my deposit back.Business Response
Date: 07/22/2024
Good Morning
Since customer was not happy with vehicle, they are returning it and receiving a full refund. Let me know if you need any additional information.
Sincerely
*******************
Fixed Operations Director
******************
Initial Complaint
Date:03/01/2024
Type:Service or Repair IssuesStatus: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.
My daughters 2017 Honda HRV has inferior white paint that was under a 7 year extended warranty because it was chipping so badly. I brought this to DCHs attention on 12/22/23 when I visited the dealership service department and the rep. took pictures(timestamped). He told me they would repaint the car in January and he would handle it and contact me in January. I did not hear back from him by mid-January, so I called dealership and they denied the fact that I had been there, no one remembered dealing with me. I called Honda corporate and after several calls, the service manager reviewed the camera footage for that day and saw me at the dealership. The ***** ******* was able to find the pictures and they told me they would contact corporate about this. Two weeks ago, the liaison from corporate told me that it was not enough to let me know about the issue prior to the warranty expiration date, 12/31/23, I had to have the work done prior to the expiration date. They have been deferring this for the last three months and now they are not even doing a good will contribution to this paint replacement, which the liaison informed me of today.Business Response
Date: 03/04/2024
Good afternoon,
This case is still under review with American Honda for consideration.
Customer Answer
Date: 03/11/2024
Complaint: 21370107
I am rejecting this response because:I was notified by the corporate liaison, ***** for this case that they would not be extending any goodwill gesture towards this repair.
Regards,
*****************Business Response
Date: 03/25/2024
It is our understanding that this is still under review with the manufacturer. I have reached out to the Manufacturer again for confirmation. This would be a warranty repair so ultimately the decision is with the Manufacturer.
Initial Complaint
Date:11/16/2023
Type:Service or Repair IssuesStatus:UnresolvedMore 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 Kia ******** via driveway.com last year that came from this dealership, it has been mostly a headache the entire time! I have been complaining about this noise its been making since I got it. Of course they had issues with getting it to me so that the five back period expired as well as the warranty, I now cant pass inspection but of course the bank the loan is through wants their money so being a single mother/grandmother I do not have the extra money to dump into a vehicle that shouldve been up to par when I purchased it!! I have emailed and called nothing, I just want the repairs done that shouldve been done BEFORE it was sold to me, as well as a parking ticket reimbursed for expired inspection. As well as my back payments to the bank since Ive fallen behind trying to get this thing to pass inspection so I can keep working!! I obviously do not live anywhere near the dealership so I would need them to pay the bill to a shop local to me! Or provide me with a similar but up to par vehicle?! Something because this is insane that you would sell a car knowing it was that messed up, theres no convincing me they didnt know because I heard the noise the very first time I drove it and called!!Business Response
Date: 11/28/2023
Customer took the vehicle to ********** and she got a reimbursement check for the repairs. Customer purchased the vehicle about a year and a half ago. seems like the complaints she had on the vehicle were fixed by ********* sometime around 8/18/2022 and we took care of reimbursing her for the repairs.
When Customer purchased the vehicle from us it had ****** miles on 06/28/2023. On Carfax as of 07/31/23, 13 months later the vehicle has ****** miles... That's ****** miles in a little over a year with no issues with the vehicle.Customer Answer
Date: 11/29/2023
Complaint: 20878497
I am rejecting this response because:
And after that repair at ********* did not end the noise I contacted a Kia ********** due to being so far from your **********. Since I was still covered by a Kia ******** they did numerous repairs as well that I have invoices for but still the noise is present!! Inspection was due in June and it will not pass due to the check engine light, I also have emails I have sent your ********** throughout this time so not sure why youre acting like I havent been complaining about this from day 1!!! And of course theres miles on it I had no other means of transportation, if this isnt solved this way my lawyer is willing to take it to court. I have been trying to deal with this without going that far.
Regards,
*************************Initial Complaint
Date:11/04/2023
Type:Service or Repair IssuesStatus: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.
Vehicle was purchased NEW in 2023, with the lease date starting on 5/23. Vehicle has a factory acknowledged defect from which water has intruded into the vehicle from the rear section. Several attempts have been made to have the vehicle repaired including replacement of rear hatch glass, weather stripping on the rear of the car, rear backup camera, and taillights. Vehicle had to also be repainted due to the replacement of the entire hatch section with overspray on the interior portion causing more damage . With all this work that has been done the issue is still not resolved because the vehicle sustained further damage at the repair facility causing the headliner to have to be replaced incurring further delay . Vehicle also has an open claim with Honda manufacturer. Lease payments are being made for said vehicle and its currently still at a body shop for repairs .Business Response
Date: 11/14/2023
Vehicle has been repaired to Factory Standards. **** was not happy that his new vehicle needed repairs. **** has been supplied with alternate transportation a loaner vehicle the entire time the vehicle was in for service. DCH Kay Honda has worked a deal with **** and is trading him out of the Civic and he is going into a brand-new Accord. Please let me know if you need any additional information.
******************;
Initial Complaint
Date:08/09/2023
Type:Service or Repair IssuesStatus: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 purchased a 2015 Dodge charger RT silver from them December 2021 only had the car for a year. had to sell it and I wanted to get some of the money back from the warranty the gentleman that worked there at the time had me fill out paperwork to show proof that I no longer own the vehicle. I did that. give it to him. he's supposed to mail it out and it's supposed to get a check back. this is going back to April of this year. still haven't got any checks. every time I call them no one returns my calls. I keep getting the run around. I need to find out what's going onBusiness Response
Date: 08/26/2023
Good Afternoon
A credit for the extended warranty has been received and *********************** will be receiving a check in the amount of $2343.50 . The check will be mailed out the week of 8/28/2023. Let me know if you need any additional information.
Sincerely
******************;
******************
Customer Answer
Date: 08/27/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***********************Initial Complaint
Date:09/14/2022
Type:Product IssuesStatus:UnansweredMore 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 car from Driveway (Lithia) in July and sent it back over a month ago. The car was originally at DCH Kay Honda My financial institution has not received the return of my auto draft and has begun to take the payments from a car I do not have. I have not been answered by *********************** and ******************* and I still do not have a car because I need the draft returned. I am out money everyday as I do not have a vehicle. My financial institution said that the check is usually returned within ten days, Everything was overnighted when I was paying but now i do not even received a return email, all of which I have a record of.
DCH Kay Honda is NOT a BBB Accredited Business.
To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.