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:09/28/2024

  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.

  September ******* at dealershi[.I have an extended warranty program with Baierl.I brought my car in on June 7 and was told that the windshield wiper wash was not working because there were things in the bottom of the tank.I brought the car in again in August to ask if the tank was blocked again.**** Joncosco, Agent told me that the tank had a hole and "I'll order the part." three times.Each time I told him "No don't order the part." The third time I answered a little bit louder in case he hadn't heard me. *****, Service Manager approached, said "You were yelling at ****** I said "I wasn't yelling, I answered clearly." She said "Don;t come back here again." I was messaging ***** *******, Finance Manager about my Extended Warranty Program who offered to sell me a new one because mine expired September 30, 2024.He said that I had to have a Safety check before getting the new program.I called Service and **** gave me the appointment September 25.I drove into Service and ***** came out and said ."I won't allow your car in the shop." I asked the reason. she said a lie, "You have yelled at everyone here." I asked, "Tell me one person that I've yelled at." She didn't respond.This was a domineering woman overreacting to my conversation with another employee. She wanted to show her will over me and throw me out of Baierl.She made a mountain out of a mole hill.

  Business Response

  Date: 10/02/2024

  Unfortunately, we are no longer able to do business with this customer. After many tumultuous experiences with this customer she is no longer welcome at the store. There have been numerous incidents and we finally had to ban her from the store. I the last incident was belligerent, cursed at and threw water on one of our team members. This was after numerous incidents of unruly behavior. Thanks. 

  Customer Answer

  Date: 10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  

  Cursung? Threw water? otal LIES! Neither incident happened, I have never had an incident at ********

  I spoke pleasantly with ***** ******* before *****. 
  

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

   

• Initial Complaint

  Date:08/07/2024

  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.

  My 2006 Honda Pilot's VSA light started coming on, making the car hesitate and slow to nearly stopping, so I brought the car to Baierl Honda at 10432 Perry Highway in Wexford, PA.
  They determined my car’s VSA light and engine light could both be fixed for $834.54.
  I was told my car had an oil leak which could mean further expense of $3245.22, which included a catalytic converter, an AF Sensor and an air intake boot. I just wanted the current problem plus the Engine light fixed for $834.54.
  I brought the car in Friday, July 26, 2024 for the VSA and Engine light work, and to learn about the oil leak.
  John Kurta in Service said my car would need significant work totaling about $4500.
  I was not given a printout of this work to be done, but he explained it verbally. I left with a rental.
  I received an an emailed survey asking if I was happy with my service and I expressed my displeasure.
  
  John Kurta called me, very upset over the review and a letter I sent to Shauna Kahler/Service Manager, further explaining my displeasure. John raised his voice saying he assumed we were clear on all the repairs. He said they would just clean my current alternator instead of putting in a new one, saving me $1100. I was told my car would be ready Monday at 5, but it was not. I arrived at noon, Wednesday, July 31st returned the rental, and paid a bill totaling $3399.18.
  
  I pulled onto Route 19 thinking my car was fixed when the VSA and engine lights came on and my car slowed to a crawl in front of oncoming traffic. Same problem as before I'd paid $3399.18.
  After about 20 minutes, the technician fixed it and test drove it (at my request).
  
  They did a lot of work, fixing an oil leak and other problems they said the leak caused. But, my car was not having a problem because of the oil leak, it was because the VSA light was coming on and dangerously slowing the car down.
  
  I think I should be refunded $2564.64 for the unnecessary work done, which did not fix the original problem.

  Business Response

  Date: 08/13/2024

  As I explained to the customer going to an auto service facility is like going to the doctor’s. The
  auto technician does their best to diagnose the vehicle’s issue or issues and
  then proposes a corrective repair or repairs. Sometimes that doesn’t correct
  the issue and additional repairs are necessary. That’s just how these things
  work. If something we repaired wasn’t done correctly then they will fix it, but
  if the vehicle requires additional repairs then you would need to pay for them. The customer authorized the repairs. The repairs were performed. The customer was given a discounted price on the repairs. The customer was provided with a copy of the repair order which is required by law. There won't be any refunds or additional discounts.

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  

  He clearly fears nothing from me or you and his service department will continue to charge people for unnecessary repairs and get away with it with the caveat that repairs on cars are like visits to the doctor's office. 

  
  The worst part is that only a week after my car was supposedly fixed, the VSA light and engine light started coming on again and the car is doing the same thing I brought it in for after paying more than $3300.00 to have it repaired!
  
  I took it back to Baierl Honda's service dept. on Thursday, Aug. 8th and they claimed that this problem is now a different, new problem, with a new code number o* ***** *ven though the same VSA and engine lights are coming on and the same hesitation is happening in my vehicle. They said this problem would cost $792.81 to repair. I don't know enough about Hondas to be able to diagnose the problem myself or know what each code number means but am trying to find out.
  
  The service manager and the service person who had worked with me previously, (who said that my car repairs would be guaranteed for a year) now said their hands were tied because I had threatened to go to the BBB. They said, if I hadn't, they might have been willing to fix the problem for free, but since I'd complained, their manager, Mr. M****** would never agree to let them help me. (I'm attaching their invoice for the Aug. 8 visit.)
  
  That's what I'm up against. Any suggestions? If not, then like a Dr. visit, I will get a second opinion and never go back to Baierl Honda, Wexford.  I did call the Attorneys General's office and they said there had been a good number of complaints against them in the past. Perhaps that is the way to go, or a local TV station might be interested in the story. Thank you.
  
  Sincerely, 
  
  **** *****

   

   

   

   

  Business Response

  Date: 08/24/2024

  I'm done discussing this situation. Sometimes we just have to agree to disagree.  

  Customer Answer

  Date: 08/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  This business has no regard for people's needs or their finances. All they care about is how much money their service department can get out of unsuspecting people who know little to nothing about cars. I went in to have two specific things fixed. My VSA light and my engine light. Neither was appropriately fixed and both were broken again, mere weeks after they claimed to have fixed them.The general manager apparently wouldn't allow the service department to fix what was not fixed correctly because apparently I upset him by complaining to the BBB. Amazing since John in the service department told me all repairs are guaranteed for one year. Yeah, right. (Unless you make the general manager angry by pointing out the truth.)

  If I trusted them at all, I'd go back, but I do not. I went somewhere else and got them fixed at a fraction of the 800 additional dollars quoted by Honda of Wexford to fix them (again). They claimed it was a different problem now...but it was the same two lights, so I think someone was not telling the truth. $3300 for repairs on an 18 year old car, $ 2500 of which I did not ask for.   Shame on you Honda of Wexford. I will never use you again and will tell everyone I know not to use you either. 
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:06/11/2024

  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.

  I have a 2018 Honda Pilot. There is a recall for the fuel pump. I made an appointment for an oil change and advised them before the appointment I was having all the symptoms of the fuel pump issues. I went to the service center. The power was out and I advised them
  Of the reasons I was there. (Oil change and concerns for the fuel pump)
  They did my oil change and when I asked about the fuel pump I was speaking to the service manager and she said “ I guarantee it’s your transmission fluid” Did they look at my transmission fluid??? No. She told me with these new vehicles they now recommend transmission fluid changes every 30,000 miles. Why have they not told me this the last 5 times I had my oil changed there? My vehicle has 80,000 miles.
  So they blew me off. I have a valid recall I was talked to like I was dumb and they didn’t even look at my transmitter fluid to back up this statement so now. I am driving a vehicle with a serious recall and it is having the issues associated with this recall and here I am still driving it to and from work because they are incompetent of have decent customer service
  Or were too inconvenienced by my issue. I bought the vehicle there. I service my vehicle there. I planned on continuing business there but if this is how they treat loyal customers I am disgusted. I expect when you have a dangerous recall on a vehicle and it has issues that are related with this recall you would not want me to drive off in this vehicle after I expressed concerns taking full responsibility if something were to happen to me and/ or my children. Unacceptable behavior from such a place.

  Business Response

  Date: 06/22/2024

  Our service manager talked to her when she was in the store. The customer was told at she needed to make an appointment to have her concerns diagnosed by a qualified technician. Our service manager doesn't believe that the customer set an appointment to have that done. Honda won't let us order the parts for the fuel pump unless a technician signs off that the part is required. The customer needs bring the car to any Honda dealer to have this done. 

• Initial Complaint

  Date:05/25/2024

  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.

  Baierl Honda Service, Wexford, Pa mid-diagnosed the air conditioner system issue twice - on my 2011 Honda CRV. On May 1, 2024 they claimed to fix the a/c and charged me $190.83, but the service visit did not correct the problem. On May 22, 20024 they diagnosed the problem as a rubber hose issue, charged me $357.47 - and told me the a/c unit still doesn’t work.

  Business Response

  Date: 06/01/2024

  Our service department informed the customer that each of these repairs may fix the AC issue. When a customer has an older vehicle, this is a 2011 Honda CRV, that has an AC issue the first thing is to change the refrigerant and see if the that corrects the issue. The customer drove the car for a bit and the AC still wasn't working. The next step is to see if there are any leaks in the system. The technician found the AC line was leaking and replaced the line. The customer authorized each repair. Once the line was replaced then we found at the compressor wasn't engaging. The car needs and AC compressor. Technicians don't start telling customers that they need a compressor $1,400 unless it is necessary. We will not be refunding the customer any amount. The customer authorized the repairs. The repairs were necessary to try to solve the customer's issue.   

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair 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 brought my 2018 Honda Civic into Baierl Honda on Saturday, October 28, 2023 specifically for an oil change and an alignment. My appointment was at 9:30am and the service advisor was John K****. I waited at the dealership and then met my brother at another dealership while I was waiting. At 11:34am, I received a call from John K**** stating that my car was ready. When I got to the dealership, I found out that they also performed the following WITHOUT ASKING FOR MY CONSENT:
  • A Transmission Fluid Flush
  • A Brake Fluid Flush
  • An Air and Pollen Filter Replacement
  
  Instead of paying the $159 (plus tax) for the alignment (I paid for free oil changes when I bought the car), I paid a total of $664.34. Other items of note included
  • After the alignment, I still had to keep the steering wheel turned a little to the right to drive straight; and
  • My tire tread went from 5 32nds to 7 32nds between my last visit (December 28, 2022) and this current visit (October 28, 2023). I did not get new tires.
  
  Then, I tried following up with Baierl Honda to see if they could explain why the all the extra work was done to my car without asking and nobody followed-up with me (and I followed-up multiple times between 10/29/23 and 11/11/23 - 11/15/23).

  Business Response

  Date: 11/18/2023

  Thanks for your patronage. It’s unfortunate that you weren’t
  complete pleased with your service visit on October 28th. I spoke
  with John and Shauna about your visit. Since your Civic is a 2018 with
  approximately 30k miles on it the technician, based on your car’s history
  recommended the following:
  
  Replace transmission fluid which is recommended by Honda at
  every 30k miles.
  Replace the brake fluid which recommended by Honda at every
  3 years and yours was 2 years past due.
  Replace the pollen filter which recommended by Honda every
  year if you do mostly city driving.
  
  Our technicians recommend work based on state safety
  concerns and for preventive maintenance according to Honda’s  guidelines
  to help customers protect their investment in their Honda. After talking with
  the technician John came to the customer service lounge and asked you if you
  wanted to have the recommended preventive maintenance items done and you agreed
  to have them done. You picked up the car and paid the bill. You didn’t dispute
  the bill when you paid it because you had agreed to the work.
  
  Once you went outside your friend, who is a technician at a
  nearby Ford dealership, came in and ask John about the services. After that
  interaction then you started saying that you were dissatisfied.  In terms
  of your interactions with Shauna I know that you talked her at least once
  because she talked to me about the conversation.
  
  As a goodwill gesture the store will offer you a $50 credit
  towards your next service bill. 
  

  Customer Answer

  Date: 11/20/2023

  
  
  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:08/14/2023

  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.

  yes so i had purchased my jeep cherokee latitude back in may and shortly after (like the next day) i had noticed my engine light on and shortly after my 4wheel drive service light i am a mom and am constantly ither at work or home with extra kids theres been a lot going on but i figured i just bought this theyll cover it i get it in when i can so i usually have a hard time getting in touch with people there but was finally able to schedule it and they had directed me to a plce in morgantown 1*** **** ****** ** ********** ** ***** and they took it i had issues again getting in touch with barrel honda on payment (greg is my salesman by the way who is suppose to be taking care of everything when i can get in touch with him!) back and forth i go until i discover zurich is in charge of my coverage because eric in morgantown is giving me quotes and this is a new car i was talked into taking 500 payments a month on instead of the 350 i origionally said i was comfertable with...... so eric finally gets in touch with zurich only to find out my thermostat is not covered so i went for 2 days (getting in touch with greg in the meantime who assures me they will take care of everything and it will be fine...) greg was suppose to have his manager call me who didnt until i tried to finally call greg with no answer and then immediately got a call back wo then said shed look me up and call bk in a half hour and never did while i kept trying to get ahold of them before 5 no answers finally greg answers the next day (today) telling me its his day off and he will have a manager call and at this point i dont believe him and call myself in there and just ask for one who some male tells me hes one keeps trying to interupt me and says theyll call me back which then finally the female calls me again only to say i should be covered i need to call zurich so i call eric get the # zurich tells me theres just no way theyre covering it so i call back barrel honda to the lady manager again who then says there is nothing they can do..... i then call eric to cancel the thermostat (which is important and scarry to not fix) because im talked into 500 a month payments and i cant afford that!!!! im convinced noone looked my car over before it was bought i should just be worrying about my next oil change or breaks when they are due on a new car not 200$ deductables which eric says i owe and now having to worry about my thermostat i cant afford to fix while driving my 7 year old among other kids around on my days off i am going to cry i just found out i make too much for our health insurance im currently trying to figure that expense now out among just life things we need back to school i cant afford nor should be having to fix a car i had recently purchased please help lol;)

  Business Response

  Date: 08/16/2023

  It's unfortunate that the customer experienced this issue. Since the vehicle service contract that the customer purchased won't cover the problem one of our sister stores, Chrysler Jeep of Morgantown, is trying to have the repairs covered under goodwill from the manufacturer. We are trying our best to help the customer.

• Initial Complaint

  Date:05/17/2023

  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.

  * Date of transaction was 03/24/2023 and another attempt was going to be made 05/18/2023
  * They were supposed to provide a 2017 Nissan Rogue Sport
  * I went in March to buy a car that day. They agreed to give me a borrowed vehicle agreement for a car that I liked, that I came to find out I should have never even left the lot with because they didn’t have any of the proper paperwork for it. They said they were going to get the title in for it and get back in touch with me. It took them over a month to locate the title and get back in touch with me. By that time they had run my credit a total of 9 times, and the loan that I was eligible for the month prior I now no longer am because of miscommunication and them not telling me the length I could use my loan I applied for. There was also multiple issues with the plate they put on the car, the office manager I spoke with over the phone told me that I was driving around on a dead plate for a month. Communication between employees is very poor. Each person you talk to has a different perspective on your situation and the vehicle you have. They only communicate through email and it’s very sporadic, unless it’s a last minute situation like mine ended up in. They’ve now left me with no vehicle.
  * They didn’t attempt to resolve the situation the only thing they could say is bring the car back and run my credit again.

  Business Response

  Date: 05/18/2023

  Unfortunately, when the dealership buys used cars from auctions or other companies those companies at times have a hard time providing us with a legal and transferrable title. Since the company that sold us the car couldn't provide us with a legal title we had to cancel the deal with the customer. We refunded the customer all monies that we collected. The customer had a low credit score when we first got them approved for financing. Subsequently the customer's credit score and credit file became so low that we were unable to secure financing for them. This has nothing to do with a few point reduction from trying to get the customer approved. This has to with the customer having additional late payments to creditors We have done all that we can for the customer. If they can secure financing from their bank then we can try find them a car that will fit into their budget. 

• Initial Complaint

  Date:01/20/2023

  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.

  I brought my Honda CRV to Baierl Honda for a service appointment in November 2021 because my airbag system light was on. I was told it was an issue with a particular sensor that was back ordered and they would call me when the part came in. I waited several weeks and no call. I began calling every few days and was always told it would be “soon” or “a few more days.” After several months, the phone would just ring when I called and no one answered. If I was able to leave a message, it was never returned. My car is under warranty through Baierl Honda because I purchased it there. However, the warranty expires at the end of this year. I would like this issue to be resolved as soon as possible, and definitely before my warranty expires. Because it is an issue with the airbag system, I am unsure if my airbags are able to function properly right now. This has limited my driving and changed my travel plans for the past year. I would appreciate any help to get this issue resolved.

  Business Response

  Date: 01/26/2023

  Unfortunately, American Honda has had serious part shortages due to the pandemic. We were able submit a critical order with Honda for the part. The part was due to be released yesterday and should be here no later than the latter part of next week. We will contact the customer as soon as the part arrives.