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:04/04/2025

  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.

  We purchased a new 2019 ****** ****** from this dealership. During finance we were pressured into getting an extended warranty with the F&I person stating this was required in order to get the loan. This is something that is against the law and they knew that! We were not given any paperwork for this extended warranty at the time of sale. No notices that we could cancel and if we were given the paperwork it would have shown the text that it was not a contract required to get a loan. This is why they did not give it to us. We have attempted to cancel this extended warranty with the dealership. They took our cancellation paperwork but our bank for the car is has not received any return. I want the $3000 PLUS interest sent into the bank immediately. There is no reason they should be holding on to this. I have not been able to even get any tracking number for the return check to the bank from the dealership, the owner of the dealership Lithia, or the extended warranty company.

  Business Response

  Date: 04/23/2025

  Mr. ******, I apologize for the frustration here as this is not how I would want any of our customers to feel post-purchase after having conducted business with us.  I plan on deep diving into the entirety of your sales process and speaking to each individual involved to see all sides for opportunity to streamline the communication and customer experience.  I do know that we generally send final copies of the paperwork on deals involving higher interest rates and special finance banks once the deal funds as there tends to be lots of issues that can arise in trying to finalize these deals and ultimately obtain final funding from the lenders in these scenarios.  We had requested the cancellation department from Lithia to update us when we received the customer request when you spoke to wecare@********************** and finally received response this morning updating status.  It appears that the cancellation check (Made out to *********, the lienholder) was cut and signed on 4/15.  I attached a copy of the check for your reference.  We are currently reaching out to ********* to see if the check has already been cashed and, if not, to send them the same information so that it does not sit pending on their side for any length of time.  Once again, I apologize for the frustration this has caused and please feel free to use me as a point of contact for anything that you may need moving forward.  My cell is ************.

   

  Thanks,

  **** *******

  General Manager

  Honda Cars of Rockwall

• Initial Complaint

  Date:04/02/2025

  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.

  **** ******** ******************************************* 214 440 8892 4/30/2025 Honda Cars of Rockwall 1550 I-**************************************************** Subject: Complaint about deceptive practices employed by your dealership "Honda Cars of Rockwall" during the purchase of my 2023 Honda Civic Sport Hatchback September 2024. Specifically, I was misled concisely described as the deceptive practice, including deceptive Dealer Add- Ons to MSRP, Finance charges involving overage on the min. downpayment required. Inflated monthly payments (which should have been told would not affect By-Out or a lower Residual amount at termination. Accumulated loss after termination of 23' lease has resulted in a loss $12,722.00 I was pressured into the final price (2023') that included these addons which I did not request. These deceptive practices have caused me the continued consequences of that deceptive practice, financial loss, inconvenience, etc. I have recently been dealing with (your salesman *****--- profile unknown) and his text (2025') has offered ******. /36mo./5k down, Same MSRP as the 23', BUT 2023' was $12,000 down/ 36 mo./ and $355.00 mo. payment difference +$86.00 times 18mo. =$1548.00) / now ******* $5,000 down and 'no upcharge' for dealer Add-Ons of $4,000.00+, same Residuals Buyout same New Car status and same Dealership.Participants involved in this complaint to be filed.Honda Cars of Rockwall, Rockwall, ********** *******; General Manger ***** *******; Finacial Manger *** ******; Sales Consultants. Formal submittal to be forwarded to the following officials.FC., B.B.B.,*****,MVD.,****,and *****************************. **** ********

  Business Response

  Date: 04/07/2025

  Mr. ********, I apologize for the obvious frustration that you relayed in your statements.  I looked through your 2023 lease details and I am not finding any examples of your accusations.  Clearly, with comparison to present day there are some massive differences from incentivized lease money factors, to improved residuals, tax credit incentives, additional manufacturer incentives, and market pricing aggressiveness.  Just at a store level we have transitioned to a much more aggressive pricing strategy to build additional marketshare as inventories have become more readily available than during Covid lows.  I am more than happy to discuss your issues either via phone or in person so that we can address your comments and concerns in their entirety.

  My cell is ************ and email is ****************************************************************.

  **** *******

  General Manager

  Customer Answer

  Date: 04/07/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/25/2025

  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.

  ***** was why I went and looked at the 2021 Chrysler 300 because there was others that I was looking at and I wouldnt have that far from my home to look at it with the car. I was currently driving. They charged me thousands more and that is nowhere on the paperwork that they filled out. They knew I could not read and write because I told them so they took advantage of me gave a thing you plug into a computer would not give me any paperwork so I could have someone look at it for me. I had recentlygot someone to do this for me and thats where I seen that they scammed me. I did term loss added to the cost so it would pay my vehicle off in case something happened to me. I do believe my friend told me thatit was price for sale at 23 is what they were selling the vehicle for me to me for and I pacifically asked for the ******** that they had advertisedfor 17 nine said it several times and they brought me this car that I currently own done. Try to work it out with the car lot, the guy was extremely rude ended with us yelling at each other and me leaving because my health is not very well. I could have a stroke at any minute I live off the security so its very hard for me when I cant read and write to handle things. Im not sure what I should do about this then try to handle this again and again and again with the car lot I dont know what I should do. I have excellent credit. They told me that my bank was charging too much interest and that is a lie so they gave me their personalinsurance company that the car lot has that I did not find out about that until recently. They told me that my credit was way lower what it was

  Business Response

  Date: 05/16/2025

  Mr. ********, I apologize for your frustrations here as that is not the intention for any transaction that we engage with a customer.  I reviewed all of your documents for the transaction in question and it appears to me that everything matches the purchase order regarding the base pricing of the vehicle.  There were several items that you purchased in finance that all appear to have clear and signed documentation for along with a final acceptance form that details and lists each one of the individual products you purchased.  If you are no longer wanting these coverages that you purchased we are more than happy to engage a cancellation on any of the applicable products.  Please let us know how you would like to proceed?

  **** *******

  General Manager

• Initial Complaint

  Date:09/03/2024

  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 purchase a vehicle from Honda Cars of Rockwall roughly a year ago. I purchased a Zurich service agreement and Honda Cares gap warranty for the vehicle at the time. I traded in the vehicle I purchased from Honda Cars of Rockwall and the loan has been paid off. I have been continuously trying to contact the finance department via phone calls, voicemails and texts for over a week and nobody will get back to me in regards to canceling these products I purchased that I am due for a refund as I no longer own the vehicle. I have even tried to call the *** ************************* multiple times and left a voicemail to which I havent heard back from him either. I feel like they are purposely ignoring me as not to have to issue the refund.

  Business Response

  Date: 09/04/2024

  ********************,

   

  I apologize for the difficulty in communication with our store and please be rest assured that I value you as a customer and want these funds returned to you ASAP.

   

  ************************* is one of my producers and he is putting together the cancellation paperwork right now and will be reaching out shortly to expedite the remainder of the process for you.

   

  If anything additional is needed please feel free to use me as a point of contact.  My cell is ************.

  **************************  | MSGM, Multi-Store General Manager
  Honda Cars of Rockwall | ******************* Honda of ******
  Lithia Motors, Inc. (NYSE: LAD)
  
  Phone: ************ | Internal Phone: ********* | Email: **************************************
  
  
  

   

  Customer Answer

  Date: 09/04/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/29/2024

  Type:Product 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 entered a request for a refund for loan gap insurance since the loan was paid off a week after purchasing the vehicle. Followed all their requests for information and their procedures for receiving the refund. They have not responded

  Business Response

  Date: 08/30/2024

  It appears that the *** cancellation was processed as soon as it was received and matches the 5/8/24 date from the paperwork.  In the state of *****, the refund is supposed to come directly from the lienholder which is Honda Financial Services.  I have reached out to both our AHF Representative as well as our cancellations department to find the current status and I will personally help expedite wherever possible to ensure this gets to the customer ASAP.

  Business Response

  Date: 09/04/2024

  Update --- I did receive confirmation back from our *********************** that Honda did in fact debit us for the Gap policy cancellation back on 6/4/24.  We have reached out to customer relations with **************** to see where and why this refund amount has not been sent to the customer by now.

   

  Thanks,

  ***********************

• Initial Complaint

  Date:04/01/2024

  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.

  Check Engine Light on, car to shop March 9, 2024, service advisor ******. I was told need a timing belt and cayltic converter $3503, picked up March 13, 2024. Check Engine Light back March 30, 2024, contact service advisor ******, ******* Monday morning, April 1, 2024 at 7am. Almost 3 hour wait, no acknowledgement or update concerning vehicle. I contacted service advisor, *****, who had me contact ****, who was very apologetic and couldn't understand why. I decided to leave. I was told possibly cayltic converter. No resolution to problem. I will never go back, but feel the owner should be aware. The service advisor ****** acknowledged other customers he was working with, but completely ignored me. It was embarrassing and made me think it was because of my *** and race.

  Business Response

  Date: 04/04/2024

  This is Rockwall Honda Powersports.  We are a Honda motorcycle dealership.  You have reached the wrong company.    I believe your complaint is with Honda Cars of Rockwall.

  Customer Answer

  Date: 04/04/2024

  This is the information you provided for Honda of Rockwall? If it is incorrect please provide correct contact or foward please.

   

  Thank you

  Business Response

  Date: 04/11/2024

  I sincerely apologize for the breakdown in communication and subsequent loss of valuable time that you sustained without us being able to provide a resolution for you.  We had an internal issue with your Service Advisor who is now no longer with the company.  It is very unfortunate that your visit was wasted due to this employee issue and we have made decisions solely in the interest of helping to protect our customers experience moving forward.  I am more than happy to provide you with a free diagnosis of the issue and move all necessary repairs to cost to address the time loss and experience you had upon your last visit.  You deserved better and I hope you will give me and Honda Cars of Rockwall the opportunity to make this right for you.

  *************************  |  MSGM,Multi-Store General Manager
  Honda Cars of Rockwall | ******************* Honda of ******
  Lithia Motors, Inc. (****: LAD)
  
  Phone: ************ | Internal Phone: ********* | Email: **************************************
  
  
  

  Customer Answer

  Date: 04/12/2024

  I have reviewed the business response and accept this resolution. But be advised, I did take my vehicle to another business for repairs because of my mistreatment from your business, which was an issue that should have been resolved on my first visit with your company, so there is no need to return.

  Thank you

• Initial Complaint

  Date:01/31/2024

  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 purchased a certified car from Honda Cars of Rockwall about three years ago. I have been pleased with my purchase. Recently my battery went down on the car and my key fob would not work. I tried to open the door with the actual key and found the key had not been properly cut and would not open the door . I previously had no need to use the key because the fob worked fine for opening the doors, locking the car etc. I went back to the dealership to have the key properly cut so it could be used to open the door in case I needed to use it. I was told that since it had been more than 30 days I would have to pay for their mistake ($45). I have purchased three cars from this dealership and expected better customer service.

  Business Response

  Date: 02/01/2024

  *******,

  I apologize for the inconvenience with the spare key and wish we would have been more accommodating during your recent visit.  Obviously we want to protect both the dealership and our customers by trying to resolve any post-sale issues within 30 days, but I get and completely understand based on your description why this should be a case where we would fix the issue for you.  I tried to reach you at the number you provided but was unable to reach you.

  Please call me on my cell at ************ so I can make the arrangements to get this key ***********.
  

  Thank you for your business with us and please save my number and use me as a resource for anything you may need moving forward.

  **************************  | MSGM, Multi-Store General Manager
  Honda Cars of Rockwall | ******************* Honda of ******
  Lithia Motors, Inc. (****: LAD)
  
  Phone: ************ | Internal Phone: ********* | Email: **************************************
  
  
  

   

  Customer Answer

  Date: 02/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/01/2023

  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.

  Bought a used car at the end of October 2023. The dealership informed me that they include LoJack and an appearance package (paint/interior protectant) on all used cars and that would be added to the cost. Although I did not want either item, I agreed to their terms. After taking possession of the car we attempted to activate the ************** only to find out that the hardware required was never installed. While trying to resolve the issue the sales representative and finance manager both said that it very likely neither were installed/applied. I was told they would either refund the $698 we paid or have them installed/applied at a local dealership....but only after they did "a little more investigating". Weeks later they have not gotten back to me, returned my calls, emails or provided any sort of resolution.

  Business Response

  Date: 12/19/2023

  **************, I apologize for any issues relative to the operation of the Kahu/Lojack Unit.  It appears that there was an incorrect pairing of the device at installation and, due to your distance from the dealership (********* vs. *****) I feel it is only right to refund you the amount spent on that item.  Your purchase price on the Lojack system was $399 and I will get a check request handled right now and have that mailed to your address on file.  The ********** protection you purchased shows to be active as intended from a coverage standpoint.  Thank you for your business and I apologize again for any difficulty with this!

  Customer Answer

  Date: 12/19/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/19/2023

  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.

  Starting March 2nd 2023 I took my 2022 honda crv to have the oil change done. Left there started to smell oil and gas though maybe it was other cars around me during traffic. Then on Monday April 17th 2023 I meet up with my husband in ********** ***** he smelled the same thing had me pop the hood on the crv and found out that when the oil change was done they never put the cap back on. We took a video of the damages as there was oil all over the engine bay and hood. We took it back up to Honda cars of rockwall told them that we smelled oil ever since the oil change. ********************* took it after some time came and told ** that there was a small leak in the oil filter at that time we asked for a manager since we have proof of what it really was. The service director ************************ we told him and showed him the proof told him that ********************* lied about it. So he took over the car and had them clean the engine bay and do another oil change. They brought the car back to ** and we checked the car and engine bay. The engine was sprayed down with water but ripped the under lining over the hood the engine bay became a water oily mess. They got oil on my driver door and driver seat. Went back inside to get ****************** and he took video and pictures of the damages. Took the car back again to have the seat and door cleaned ***************** told ** he ordered the underlining for the hood but it was on back order which we understood as not even he can control warehouses. So they come get us again to tell ** the car is ready. The older bald guy with glasses who is another service advisor told ** to ride in the back seat as the seat was still wet we asked how are we driving home then. He told ** they did the passenger seat not driver. So we look and sure enough they did the wrong side of the car. He said I can take it back to have them correct it I told him no I will just do it myself as I am a detailer. He told me yea that is probably better to take it somewhere else.

  Business Response

  Date: 05/13/2023

  ******************** spoke with our Assistant General Manager, *********************** regarding the situation in question.  He explained his dissatisfaction with the detail that was provided and ******************** requested that he handled his own detail which we agreed to reimburse him for.  We did reimburse him for $339 which was the cost he conveyed for the detail.  We felt that this amount was exorbitant relative to the normal market cost for the services rendered but agreed to reimburse him for the full $339 in the interest of customer service and retaining ******************** as a future customer of ********************.   We also agreed to replace underlining that was ripped by swapping it out with one from a like model vehicle that was currently in our rental fleet and would gladly swap this back with the new one when it is received after the back order is fulfilled.  I feel and hope that ******************** would concur that we have sufficiently compensated him for a mutually acceptable solution to the incident and hope to strengthen our partnership through the course of future service and sales opportunities with Honda Cars of Rockwall.

  *************************  |  MSGM,Multi-Store General Manager
  Honda Cars of Rockwall | ******************* Honda of ******
  Lithia Motors, Inc. (****: LAD)
  
  Phone: ************ | Internal Phone: ********* | Email: **************************************
  
  
  

   

  Customer Answer

  Date: 05/13/2023

  I am rejecting this response because:  I still have not received my new replacement for the underlining in the hood. I will accept the response and remove my complaint once this is completed. They did compensate for the cleaning.

  Business Response

  Date: 05/20/2023

  *****, Honda Cars of Rockwall has full intention of completing our promise to replacing this pad once the order can fulfill from backorder.  Currently Honda cannot provide an ETA on this part and I have no control or ability to expedite this request.  Would you accept a We-Owe signed by me with my business card attached to it to close this complaint?  I am more than happy to put a physical document in your hands ensuring that we will fulfill our commitment to you.

  Customer Answer

  Date: 05/20/2023

  That would be great. If you could mail it to *******************************************************************;

  I agree to remove the complaint the second that arrives.