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:11/18/2023

  Type:Sales and Advertising 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 keep receiving fraudulent mail from this site. They offer a third if not double the value of your car is worth to get you to come to the dealership. They then undervalue your car and try to put you in an upside down loan. They also offer gift cards to ****** or ******* but when you arrive, they've run out of them, I made the mistake of going once and ever since I have received monthly fake offers. I have contacted them multiple times on the phone and in writing and I request that they stop contacting me and then I'll receive another letter. I'm tired of it.

  Business Response

  Date: 12/20/2023

   

  ************ has been removed from the direct mail listing and should no longer receive any solicitations - Please let me know if you have any further questions, Thanks, ****

  Customer Answer

  Date: 12/26/2023

  [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:07/13/2023

  Type:Sales and Advertising 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 June 24, 2023 we were misled and tricked into e-signing for a new 2023 Honda **** ** for $37,810 even though the sticker and tag price listed the car for $34,310. The $37, 810 price was never discussed and is $7,860 over our agreed negotiated price of $29,950. Our salesman, *********************, had lower the sticker price to about $31,250. We did not want to buy the car at that price and were getting ready to leave when the salesman introduced us to *************************, sales manager, who asked us if he could lower the price below $30,000 would we buy the car? He, in fact, lowered the car price to $29,950. We accepted his offer. They prepared the necessary paper work and took possession of our Honda Accord trade-in. We then met with *********************, the business manager, to sign the various documents. We did not review the documents. He simply identified the documents we were signing. One of the first documents we signed was the temporary car registration. On the top line the car value was listed as $39,950.00; however, a dark line covered the digit "3" leaving the digits "9,950.00" clear. $39,950.00 and $29,950.00 are almost identical except for the digits "3" and "2". *** ***** never reviewed the line items and had us e-sign many documents. Yes, we did e-sign the Vehicle's Buyer Order that listed the car price of $37,810. A price we never agreed to. ***** ******* DBA Main Line Honda had baited us with the negotiated price of $29,950.00 and then switched the price to $37,810.00. Settlement: ***** ******* dba Main Line Honda needs to reimburse us $7,860 which is the difference between the switched price of $37,810 and the negotiated price under $30,000 of $29,950. They also need to refund us $378.78 for the additional sales tax we were charged for the higher price they charged.

  Business Response

  Date: 07/14/2023

  July 14, 2023 
  Dear *******: 
  This letter is in response to *** ********'s inquiry to your office dated 7/14/2023. 
  As is clear on the Guest Sheet (Item 1. attached) where the intial numbers were worked out and agreed to, the purchase price (1.) was $37, 810. The trade allowance (2.) was originally negotiated at $7,000, bringing the purchase price of the CRV to $30,810 plus Taxes & Tag fees. After further discussions the trade allowance was increased to $7,815, bringing the net purchase price to $29,995 plus Taxes & Tag fees. 
  This final agreed to price from the Guest Sheet is reflected in Item 2 which is consistent to what was earlier agreed 
  upon. 
  The signed Vehicle Buyer's Order similarly has the price before trade at $37,810 with adjustments for the Vehicle Service Warranty (The Mechanic $2,140) and Taxes & Tag Fees, bringing the vehicles total purchase price to $42,446.07. When the credits for the trade ($7,815) and *** ********'s down payment ($10,000) are accounted for under Total Credits, the result is a balance due of $24,631.07. 
  Finally, the signed Retail Installment Sale Contract, which includes her signed agreement for the Vehicle Service Contract, is similary consistent with everything that was initially discussed and agreed to in Item 1. 
  Hopefully this clarifies the matter. Should you have any further questions, please to not hesitate to contact us. 
  Best regards, 
  
  

  Customer Answer

  Date: 07/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting their response because:  Main Line Honda has not explained why or how the price of the **** was changed to $37,810.00.  The Guest Sheet is significant.  Where and how was the $37,810.00 figure

  arrived at in light of the fact that the sticker and tag price of the vehicle is $34,310.00.  The final negotiated price of $29,950.00 was arrived at without including the trade in value of $7,815.00 for our 2013 Accord nor our $10,000.00 down payment.  The sales manager offered to lower the price below $30,000.00.  He offered the car for $29,950.00 and we agreed to purchase the car at that price.  He then switched the price to $37,810.00.

  We acknowledge that we were skillfully distracted and tricked into e-signing the Vehicle Purchase Order.
  

  Main Line Honda's letter and review of the documents confirms that we were misled and tricked into paying a higher price than the sticker and tag price!  

  Regards,
  
  ***************************

• Initial Complaint

  Date:07/12/2023

  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.

  Negligent service by the dealership of a 2023 automobile resulting in the need to replace the turbocharger. I am concerned about current vehicle operability, diminished value, future operability (outside of warranty) as the vehicle was driven unknowingly for over a week with no oil in it.

  Business Response

  Date: 07/19/2023

  July 19, 2023 
  

  Dear *** *****: 
  

  This letter is in response to ******* ***'s coorespondence with your office. The cause of the accelerated consumption of oil in *** ***'s car - as was discuused in multiple conversations with *** *** - was due to a faulty turbo-charger and unrelated to any prior services by Martin Main Line Honda. There is little to any warning when a turbo-charger malfuntions. This was similarly confirmed by the service department at ****** ***** Honda and further cooroberated by American Honda, who by paying for the repair under factory warranty, similary acknowledged such a diagnosis as well as their responsibility for the faulty part and excessive oil consumption. 

  As to the inconvenience with the time required to repair *** ***'s vehicle at Lester Glenn, it should be noted that Martin Main Line Honda, through the area Honda Service Representative had arranged for Honda to pay for a rental car. For unknown reasons, Lester Glenn representatives did not follow through on the approval with *** ***. 

  Should you have any further questions, please feel free to contact me. 
  

  Best regards, 

  Customer Answer

  Date: 07/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Regards,
  
  
  
  ******* ***
  
  
  
  
  
  
  
   
  

  Customer Answer

  Date: 07/25/2023

  Dear Madam/Sir:

  Should the business not provide complete responses to my questions, would my next step be to hire an attorney, engage the local news or other?  Everything I have stated is factual (i.e., objective information - without bias or spin).  I view my questions to be relatively straightforward.  I am willing to speak with the news, hire an attorney, whatever is necessary to obtain the objective, fact-based information I seek from the dealership.

  Thank you for your time, assistance and for the advocating for the rights and interests of consumers everywhere.

  Best regards,

  Customer Answer

  Date: 07/25/2023

  The business has failed to provide an explanation to the follow-up questions, submitted July 19th and re-submitted below for convenience:

  Unanswered, follow-up questions for Martin Mainline Honda

  ***** ****** left me a voicemail the evening of June 28th on behalf of **** ***** (my service advisor for the tire change) asking that I return to the dealership with the vehicle.  Do you know why did **** wanted me to bring the car back to service?  What was the reason for ***** ******’s call (on behalf of ****) the evening of the tire change?

  The ****** and my paid invoice says a multi-point inspection was performed on June 28th.  What, if anything, did the multi-point inspection reveal about the turbocharger?  How long does it take for a turbocharger to fail (e.g., a few hours, several days, a week)?  Would a failed turbocharger be the cause of several warning lights (e.g., lane departure assistance, braking, engine, see dealership, etc.) to flash on the dashboard or would is there a single warning light for 2023 ****s to pinpoint a failing/failed turbocharger (e.g., engine light)?
  

  What is the potential impact to the engine when driving with a failed turbocharger for an extended period of time (e.g., 8 days)?  Can you safely drive 5,000 miles with a failing/failed turbocharger?  Would you advise a customer there is no mechanical concern to continue driving the vehicle (e.g., would you advise that it would be fine to drive a car with a failing/failed turbocharger from Ardmore, PA to California)?
  

  Did you remove the undercarriage shield during the multi-point inspection?  If not, would the multi-point inspection identify that the undercarriage shield was missing?  Would visual inspection reveal this?  If so, would you inform the customer of this and suggest replacing it?  Is that covered under warranty?  If the undercarriage shield was intact upon bringing the car in to service for a low tire, why was the undercarriage shield removed?  Do you need to remove the undercarriage shield to change/replace a tire or might you remove if you were going to, for example, change/drain the oil?  I am still missing the undercarriage shield, despite repairs/turbocharger replacement made by ****** *****.  ****** ***** indicated the undercarriage shield was missing when I brought the car into service on July 6th.
  

  Did the turbocharger failure cause the oil to burn off at a highly rapid pace or did a lack of oil cause the turbocharger to fail.  I understand that less than 1% of turbos fail because of manufacturing defects.  Rather, most failures are caused by the three ‘turbo killers’ of oil starvation, oil contamination and foreign object damage.  Further, more than 90% of turbocharger failures are caused oil related either by oil starvation or oil contamination.  Blocked or leaking pipes or lack of priming on fitting usually causes oil starvation.  What did your multi-point inspection reveal?  Is Honda’s mutli-point inspection program/checklist designed to uncover such matters?  Please confirm your position that the failed turbocharger was due to a manufacturing defect and that a turbocharger can fail within a few hours (and within a few driving miles) of a multi-point inspection.
  

  Did you clarify the point on ****** *****’s contention that there was “no oil in the car” with ***** (service manager) at ****** *****?  What was *****’s response?  What is the potential impact to the engine for driving with no oil for an extended period of time (e.g., 8 days)?  Would you recommend driving a car with no oil in the car?  Would a multi-point inspection identify issues with an oil leak, low oil or no oil? 
  

  What happened to my oil?  Where did it go?  What was state of the oil when it arrived at ****** ***** on July 6th (e.g., low oil, no oil)?

  Business Response

  Date: 09/01/2023

  Each of these concerns were discussed in a phone call from ***** *******, Martin's Service and Parts Director, and *** *** - any further discussions regarding  *** ***'s interest in Honda providing a replacement vehicle needs to be between him and American Honda - it is not now a Martin Main Line matter nor has it ever been.  His concerns are unfounded and repeating them over and over will not result in creating any credibility to them given the fact that no credibility existed in the first place. Responsibility for the repair - and acceptance of the diagnosis - was taken by American Honda by completing the warranty claim. Thanks, ****

  Customer Answer

  Date: 09/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:  **** **** is mistaken in that ***** ******* was unable to answer all of the questions raised in my prior correspondence.  In fact, there are still many unanswered questions. 

  Separately, I was charged $269.52 by ****** ***** Honda for an oil change on July 6th - before they diagnosed the matter to be a failed turbocharger, which was their diagnosis on July 7th.  As you can see, the attached invoice states "there was no oil on the dipstick" followed by "drain oil and no oil come out."  So no, Martin Mainline Honda's prior response is inadequate.  In addition to my prior questions, I'd now also like to know why I was charged for an oil change if the matter was due to a failed turbocharger.  Shouldn't that too have been covered by the warranty?

  Given so many open questions, I respectfully request that **** **** answer all of my questions in a written response (i.e., the same communication channel that I have utilized in filing this letter) to the BBB.  
  
  
  Regards,
  
  
  
  ******* ***

• Initial Complaint

  Date:05/14/2023

  Type:Delivery 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.

  About a 2023 Honda Civic I came to purchase on 04/15/2023 ,I was told it will arrive for me to pickup on 4/26/2023. The vin number is *****************,my sales associate was *************************** and finance was ************************ seems that they have sold me a car as if it was there that day and I trusted them with the paperwork,the deal was for $2000 down payment that day and $15,500 when the car arrives and I have financing through ********** ,I was setup with a deal and its now 5/14/2023 but the car hasn't even arrived yet and nobody knows when it will arrive now, But please understand the dealership had a delivery day on the date of sale, I was told after the sale a week after 04/26 and on 5/02/2023 by *************************** she has no idea when the car will arrive now , so it seems to make the sale I was told a bogus date to complete a sale that day! She could have took my 2000$ deposit and had me sign the finance agreement when the car actually arrived, but that's not what happened,I completely understand delays but no one has reached out to me,i always have to call to finally get a hold of someone to be told they have no clue when your car will arrive ,when I was being sold the car they had a date of 4/26, i have reached out many times,been getting the run around, I spoke with the gen manager of the sales team over a week ago, he said he would look into the situation and call me back after a long email I sent him about the situation still no call back, I called the bank/lender about the situation and the manufacture. I have a bank payment coming up on 5/26/2023 and I still have no car I'm not going to pay for a car I didn't drive off the lot with or have the ability to even pick it up . After everything iv been through i would rather not do business with this dealership if possible and get my 2000$ deposit refunded and for them to cancel the deal with the bank this had been the worst car buying experience I've ever gone through.If you could please look into this situation.

  Customer Answer

  Date: 06/19/2023

  The business did reach back to me after I filed a complaint with the bbb and the bank that made the loan agreement , the bank/loan called management at Martin mainline Honda and told them I would like to cancel the agreement and I would like my 2000$ deposit back because there was and is no car to pick up they never received the car . I never had the ability to pick up the car because the car was never delivered to the dealership.The business called me and after a week they cancelled the agreement around 5/29/2023 the management at the bank that made the loan chase bank called me and told me the dealership has canceled the deal because the car never arrived. I have reached out to the dealership for my 2000$ refund for the deposit but they have not called me back . I also emailed the general manager of the dealership I still have not gotten a response! Im happy they canceled the deal because I was in between cars and it was causing suffering for my family, but I also work hard for my money and the 2000$ deposit was for a car I could come pick up a week after the agreement the car was supposed to be there on 4/26/2023 the contract got canceled by the dealership and the car did not arrive for me to ever receive it so its only fair for them to return my 2000$ . I don’t want to sue them but there forcing me at this point and I have email proof and can check when the car vin arrived at dealership I also have email proof that the car was nowhere near ************ where the dealership is located I had that information provided by the manufacturer. I also have email confirmation from the general manager that the car never arrived and that they didn't know when it would arrive for sure yet and everything is dated. After the bank called me and told me that the dealership canceled the deal nobody from the dealership will call me back or respond to my emails.
  I also have a complaint on file with the manufacturer against the dealership. 
  but all I want at this point is my $2000 deposit back. I don’t want to sue them but I will if this is not settled I contacted a lawyer that willing to handle this case but I feel it would be much easier just to get my deposit back so we can go our separate ways. 

  Business Response

  Date: 07/12/2023

  The credit was issued 5/30 to the same credit card that the deposit was made on - attached is the debit showing payment from Main Line Honda's checking account on that date . . . 

  Customer Answer

  Date: 07/14/2023

  [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:09/29/2022

  Type:Sales and Advertising 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 bought a Honda from them 3 or 4 years ago. I moved from Pennsylvania to Florida in April 2022. The car died on me during the move. I sold the car in June 2022. I've notified them about a half dozen times that the car broke down on me, I moved out of state, I sold it, and they need to remove me from their mailing list. They have disregarded my requests. On September 24, 2022, they emailed me another form letter to service my former car.

  Business Response

  Date: 10/13/2022

  October 5, 2022 
  

  Dear *******: 
  

  This letter is in response to *** ********'s coorespondence to your office. As of this writing, all solicitation have been removed from both Sales and Service. 
  Should you have any further questions, please to not hesitate to contact us. 
  

  Best regards, 
  William *. C*** 
  
  

  
  

  Customer Answer

  Date: 10/13/2022

  [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,
  
  ***************************