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:04/17/2025

  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.

  Bought a vehicle 3 months ago, for 18,000 vehicle entire engine needs to be replaced, and currently still making payments I can not afford the 7,000 dollars to fix and make payments will like to return vehicle and update my credit report

  

  Business Response

  Date: 04/19/2025

  Thank you for taking the time to make us aware of the issues that our client is having with his vehicle. Unfortunately, once title and financing have been reassigned we don't have the ability  t "return" a vehicle. The dealership offers extended service contacts and a lifetime warranty (exclusion apply of course) at the time of purchase that will likely provide a solution for this problem. Please direct our client to call ***** ****** for further assistance. *****

• Initial Complaint

  Date:12/03/2024

  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.

  My car that I had bought from them which I haven’t had but for a year, the radiator is messed up. I was told by a worker that my warranty was still in place and all I would have to do is pay a deductible and my car would be fixed and I would be provided a rental in which my warranty would cover, after being told that I dropped my car off to them to sit for 3 hours just to leave in a rental and told I would get a call the next day. The call I got the next day was the employee telling me that my warranty had suddenly ended because I was past the mileage in my warranty which wasn’t stated in the phone call so now I am supposed to pay $1,500 to have my car fixed and Im supposed to pay for the rental I was provided that my “warranty” was supposed to cover. I spoke with the manager **** and all I was given was an apology, nothing to make my situation better with them. I was given false information and now am in a more worse situation after trusting them to take care of me after telling me they were going to. Other than apologizing to me they need to fix the car and cover the rental for the simple fact of them telling me over the phone my warranty was still in place and would cover the radiator and also cover the rental. Don’t care about customers after they have gotten the car could have went to a buy here pay here for service like that.

  

  Business Response

  Date: 12/09/2024

  TWIMC: Thank you for taking the time to alert us to the concerns raised by Ms. ****. Much of the dealerships inventory comes covered by a lifetime warranty. As with all warranties industry-wide, certain inspection criteria must be maintained in order to keep the insurance in force. Unfortunately, Ms. **** did not maintain the vehicle within the required parameters of the insurance product. Ms. ****'s complete service history was unavailable to us to either because of not servicing the vehicle or having the maintenance servicing performed elsewhere. Our internal records only reflect one service performed at the dealership after the time of purchase thus rendering us blind to her service history and further restricting our ability to communicate with insurance provider. Regardless of these facts, we'd still love to find a way to help. We can be reached at *** *** **** and our Service Director, ***** ****** can get involved to help find a resolution to this issue. Scott Bisbee

  Customer Answer

  Date: 12/09/2024

  BISBEE has handled the situation properly as they were very respectful and didn’t charge me for diagnosing my vehicle and didn’t give me any problems whilst picking up the vehicle. Although I would have appreciated to know my warranty was ended upon arrival of dropping my vehicle off and having to wait longer to get it fixed they still were helpful and everything is resolved. The employee I spoke with over the phone explained everything to me in person. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ****

• Initial Complaint

  Date:10/18/2024

  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.

  On 10/13/24 I purchased tires at Bisbee Honda. I waited over 3 hours while they serviced my car. When they pulled my car around I noticed that the tires and rims looked soiled and dirty so I didn’t think that much about it.. The next day I went to the car wash and washed my car and noticed scratches and scrapes on the rims. I contacted Bisbee and informed them of my concern asking them if possibly the tire removal machine could have caused the scratches and scrapes. She replied no their machine did not do it and she asked me if anyone else had driven my car and I replied no.. After that conversation nothing else was said nor did they ask to see the damage to the rims..I think that this is poor customer service and neglect to a customer with a valid concern..I would like new rims or at least repair or a touch up job to the rims…

  

  Business Response

  Date: 10/29/2024

  Thank you for taking the time review the complain regarding damaged wheels. We are meeting this week to review the issue in person. 

• Initial Complaint

  Date:10/08/2024

  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.

  In February of 2022 I purchased a 2015 Chevrolet Sonic RS from Bisbee Honda of Danville Virginia (then Steve Padgett Honda). February of 2023 I had to have the thermostat housing replaced due to a leak, they would not cover it under warranty despite it being on there as a warranty item. I paid them over $500 to replace it, a $30 part and 1-2 hours of time. In September of 2024 the part has to be replaced yet again and they refuse to cover it under warranty from the new part. They said they are doing me a favor and "only will charge me $347 to replace it this time".

  

  Business Response

  Date: 10/24/2024

  Thank you for taking the time to bring Mr. ****** concern to our attention. Mr. ***** did have and engine replaced under his extended warranty coverage. The issue the Mr. ***** is having is that the thermostat failed on the replacement engine approximately a year after the service was originally performed. The subsequent thermostat repair is not covered by his warranty . We discounted the service to from $500 dollar to assist with getting the vehicle repaired. We respect Mr. ****** patronage of our business but are not liable for components that fail from time to time on used cars. Our solution to provide a substantial discount is what we are prepared to offer at this time. If Mr. ***** would like to take advantage of the service and the associated discount we are are happy to replace the thermostat for him.  

  Customer Answer

  Date: 10/25/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. My engine was not replaced under warranty through the dealership. Only the thermostat housing was replaced.  This is a blatant lie to shift blame.  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 10/29/2024

  Thank you for taking the time to assist with Mr. ****** concern. Mr. ***** is correct, we did not replace his engine and only performed a repair on his Thermostat. This is my mistake and I apologize for the added confusion and frustration. Unfortunately, the facts at the source of Mr. ****** frustration remain. The replaced thermostat came with a one year warranty. That warranty had expired and the company that provided the part (the thermostat) will not honor an addition replacement. In order to help we offered a substantial discount to have it replaced. Mr. ***** rejected that offer and believes we should pay for the failed component. Neither Mr. ***** nor Bisbee Honda manufactured the component which is why we are both subject to the confines of the warranty term. We completely understand the frustration this creates and are disappointed that he is experiencing an addition failure on the same component. Regardless, We didn't make the part or do anything to cause the part to fail, therefore we are not responsible to provide an additional complimentary service.  Our offer remains. If Mr. ***** would like to take advantage of the deeply discounted repair we are happy to take care of it for him. If his position remains unchanged then there is nothing further that we can do at this point and will consider the matter closed. Thank you, ***** ****** 

• Initial Complaint

  Date:05/27/2024

  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 brought this car and within 2 weeks the problems began. They started small rotors brakes then struts fuel pump and an engine all before the first 6 months. This car is bankrupt me. They just put a motor in January / February and my engine light is on again.20392 to the bank and put out another 1500 on copayments and overages the insurance didn’t pay. The rental fee are up there too a couple hundred because it took days to fix each event. I want a wor**** car that I can count on to get me to work.

  

  Business Response

  Date: 06/18/2024

  Thank you for the communication regarding ******** ****. Her vehicle has been repaired and the core issue has ben resolved. 

• Initial Complaint

  Date:01/24/2024

  Type:Customer Service 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.

  Bisbee Honda provided false information to the bank regarding my income which is fraudulent and can be taken to court. I do not wish to do that. I had returned the car and they said it was all good to go. My loan officer said to and now I’m forced to pay negative equity in the amount of 8,000. No that’s unjustified. They should eat that and stop lying to people. If this is not resolved I will be forced to take legal action

  

  Business Response

  Date: 02/06/2024

  Thank you for taking the time to alert us to the concern from Ms. *******. Our records show that Ms. ******* purchased a 2019 Honda CRV on April 11, 2022. Ms. ******* traded a 2018 Honda CRV and carried over a balance of $10,142.15 in negative equity onto the new loan through *** ****** ****** The purchase order that Ms. ******* signed at the time of the deal reflects her acknowledgement that this negative equity was part of the transaction. From what I understand, it appears as through Ms. ******* has turned the vehicle over to *** ****** ***** through what appears to be a voluntary repossession. The dealership has no control over vehicle values, the remaining negative equity or the lender stipulations that are being required of her in order to cure the balance. As this is an issue between the client and her lending institution - the dealership has no remedy. As such the dealership considers this issue closed.  

  Customer Answer

  Date: 02/07/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I was not made aware of any negative equity or it being moved or even the amounts as I stated above. I would like to see the contract of this acknowledgment 
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:10/20/2023

  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.

  On 9/6/23 , I brought my vehicle to Bisbee Honda, presenting a clear and documented request for specific repairs. I informed the service department that I required the replacement of sub-frame bushings and motor/transmission mounts due to their worn and defective state.
  To my deep disappointment, the mechanic at Bisbee Honda, instead of addressing the actual issues I had identified, replaced parts that were only a month old and had already been replaced, rendering the service essentially irrelevant to my problem. This service was completed on September 9, 2023, and I was charged a staggering $1,867.10 for work that left me with the exact same problem that I brought to the dealership, all while depleting my financial resources.
  
  Service manager did offer sub-frame bushings not motor/transmission mounts, whithe problems I initially sought to resolve. Frustratingly, I had to purchase the motor mounts myself, but was forced to buy non-Honda parts due to my depleted budget caused by the unnecessary previous repairs. Consequently, the motor mounts installed by Bisbee Honda are not only inadequate for the job, but they are also the incorrect type, which further hinders the proper functioning of my vehicle. The front mount is supposed to be computer-controlled, and this is negatively impacting its performance.
  
  Had the mechanic at Bisbee Honda correctly diagnosed and addressed the issue from the beginning, my initial investment of almost $2,000 would have comfortably covered the **** of the genuine Honda motor mounts and other necessary parts.
  
  In light of these circumstances, I am left with no choice but to request a resolution to this matter. I kindly request that Bisbee Honda rectify their previous mistakes by installing the correct, genuine Honda motor mounts on my vehicle, as was initially requested and fix the bolt they broke. This resolution would restore my vehicle to its proper working condition and fulfill the services for which I paid.

  

  Business Response

  Date: 10/26/2023

  Dear BBB, Thank you for taking the time to alert us to the complaint raised my Mr. ******. While we are disappointed with the frustration he is experiencing with the outcome of the repair there isn't much that the dealership can do in this situation. A few critical facts may lead to a better understanding. First, the entire amount that Mr. ****** paid was for several services -  not just the one that he is referring to. In addition to the suspension services we also completed a brake service, replaced the tires, mounted and balanced the tires and completed an alignment. Next, the parts were supplied by Mr. ****** himself - not the dealership. We cannot be held to a quality standard for parts that he purchased and supplied. Finally, Mr. ****** vehicle is nearly 18 years old and has more than 230,000 miles on the odometer. The repair we performed is well within the tolerances for a vehicle of this age and use. Mr. ****** referenced "broken bolt." We are unaware of anything be broken. In fact, Mr. ****** took the opportunity to take an extensive ride check with our Service Director, ***** ****, when the services were completed. Clearly, if something was indeed broken the opportunity to address the problems would've been on that test ride. Nonetheless, If Mr. ****** would like us to inspect what he is concerned with we are more than happy to look at the problem again.  Other than to reinspect the vehicle for a broken bolt we must respectfully decline the request to provide a complimentary repair with factory components.  Thank you, Scott Bisbee

  Customer Answer

  Date: 10/27/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Firstly, on that service ride ***** offered to correct the broken bolt while having a mechanic look over my car. And the day it was broken **** called to tell me if they put the bolt in I wouldn't be able to get it back out. I also spoke with your mechanic about the bolt he snapped off and explained how it happened.  When I called to check on my cars status he said they didn't get a chance to do the bolt and ask me to leave the car overnight. I didn't leave the car because it is the only one I have. In fact I explained to ***** when I first spoke to him that I am depending on this vehicle for transportation to chemotherapy treatments. In fact I am not working due to the diagnosis and that is why I could not afford the Honda Mounts after spending $1,800. Secondly you didn't address the fact that I ask specifically for service on the bushings and mounts and they were not addressed at all. Thirdly I never approved the  work your mechanic performed on my car, your service advisor gave permission without speaking to me so I didn't have much of a choice. I presented this information to  your service manager but if he didn't tell you about the bolt I question his honesty about the matter at this point. I have included documentation that shows **** ****** approved the work at 8:55 am on 9/8/23. I did not speak to **** until that evening shortly before closing time and was informed of the work being done and I could pick up the car the next day. And when I picked it up some one else handed me the bill for me pay and they could not answer any of my questions or explain anything about why they did that work without authorization. It sounds as if you have not been told the truth about this matter from your employees.I have documented all of this.
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 12/06/2023

  Thank you again for taking the time to keep us informed of the continuing frustration from Mr. ******.We do not have the ability to resolve the frustrations via email or through a third party such as the BBB. As stated in my initial response, If there is indeed work that is left to be repaired we will do it. We simply need the car at our facility - we can't fix the car via email. Mr. ****** simply needs to bring the vehicle in so that we can identify the problem and come up with a solution. Beyond this, there is literally nothing we can do to resolve this issue. Mr. ****** can contact either ***** ****, my Service Director or ***** ****** my Parts Director to set up a convenient time to come in. I'm happy to visit with Mr. ****** at that time in order to help facilitate a mutually beneficial resolution to his concerns. Sincerely, Scott Bisbee

  Customer Answer

  Date: 12/07/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:05/25/2023

  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.

  May 4 2023 I went into Bisbee Honda place to purchase a new car after **** ****** stated he would sell me a new car with my credit and no money down after visiting one day with a friend named ***** upon his sale. ***** was who ****  stated who would treat me right and etc but he falsified documentation , had *********** ******** insurance to over charge me since it was “his guy from the company) Agent name is *********** ****** and ***** dealer from Honda stole $240.15 from
  Me on this day but the receipt only shows I paid $135.20 and of was made online they said but it was done right there in there business . I was rushed and not fully explaining of all they had me rushing to sign since he had another client who had an appointment and I was a walk in. I was respectful and patience although they didn’t give me my first time buying a car experience it was awful. ***** never stated to *** about the issues I had with the car nor did I drive the car long enough to feel the jerking or inspect it. It was a rush lemon car deal. *** and *** called and one texted for me to come back in that day (May 05,2023 )for paystubs but that was to get me back up there to sign new contract since ***** stated I made more than I actually had further letting me know I had been scammed. I preceded to head to car to get my phone to record and owner ***** followed me and another customer outside and he verbally attacked me stating don’t speak to his mf customers and to get thek off his property all while
  My child was witnessing from
  Car who I told to stay in to avoid having to go to jail if he would have disrespected my son I don’t think I would have been as calm as I was. I come back in and ****** is enabling his boss while being a racist and dishonest supervisor and forced me to sign second contact and told
  Me to throw away the old one and I did not. I have audio and witnesses. I went back in a n 05/22/23 to get car service and they lied and said my issues were not valid and to pay for alignment on June 16,2023 putting me further outside my 30 days and it would fall on me. And as of 05/24/23 I am no longer welcome on Bisbee Honda property after having police excort me for my own protection for ****** stating for me to come get issues fixed for free and they lie to the police and I about fixing one issue in 45 mins and told me they wouldn’t fix anything and it violates both contracts but they falsified documents to make sale and stole
  Money from
  Me with insurance agent and ***** over charging me. The odometer when I asked and my bf asked for it to be ran back to see if they had messed with it ***** the head service tech played dumb like he didn’t know what my bf and I was talking about right in front of the law. He went got owner ***** who used the same police that was leaving to trespass me no charges were filed due to no scene being made because I just left . I have free service with these people and not allowing me back on property limits the 30 day warranty once it’s over everything would be on me. They didn’t explain that , a lawyer did. That’s why the disrespect has been so great and there true characters came out after they realized I recorded and brought witness. They denied me my right to return the car before I even sign second contract . I was willing to walk home with my son and all but this should be out there for the world. The news has been contacted and will be researching for this story.

  

  Business Response

  Date: 05/25/2023

  Thank you for taking the time to inform us of the complaint. This customer has been abusive to the staff, has threatened suit, called the policy for some specious 'safety' reason, accused the staff of racism and had generally been disruptive virtually every interaction.  It is clear that our ability to conduct business in any reasonable manner or to provide a service that will satisfy this customer in any reasonable manner is impossible. This customer was removed rom the property and issued a notice of trespass. If she returns to the property she will be arrested. The dealership will not have any further dealings with this customer.    

  Customer Answer

  Date: 05/25/2023

  Better Business Bureau:
  
  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ******* *****

  

  Business Response

  Date: 07/26/2023

  The dealership considers this issue closed and stands by its decision

• Initial Complaint

  Date:05/22/2023

  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.

  Our 2018 Honda Accord has been at Bisbee Honda collision center since January 6. They received payment of $5899 on January 18. We check on the car weekly and no progress has been made on the repairs. The car is repairable. They have lied to my husband. ****, our insurance company cannot get answers. Please please help us!

  

  Business Response

  Date: 05/25/2023

  Dear Mrs. ********,We apologize for the inconvenience and the frustration that has been caused by the delay in the repairs to your 2018 Honda Accord.  The damage caused to your husbands Accord being struck while parked at his work place is more extensive than the original $5899. We have communicated this with both your husband and ****.  A repair of this magnitude is going to exceed over 130 labor hours.  The repairs are underway and we will be in contact with your husband and **** on a regular basis moving forward.  While we can't avoid the frustration that you are feeling I do hope that a short explanation may help explain some of the problems we are dealing with. This is a very technical repair that requires the undivided attention from the technician. Like all body shops in the market, we are dealing with an increasing workloads combined with too few qualified technicians. In your specific case we have designated one particular technician to begin work on your vehicle as he is the most qualified and the most experienced. This will help us avoid the potential for supplemental repairs that could result in a total loss. We have intentionally avoided allowing any other tech to work on this project because we know what a rare car this is and we want to make sure it get repaired properly. Our master tech has completed the other repairs that he was already on and is now moving forward with the repair on your Accord. We commit to keeping you updated more thoroughly as we move the repair process.  Please feel free to reach out to me directly if you have any questions. Best regards,*** ******Collision Center Manager

  Customer Answer

  Date: 05/25/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This response is more of what we have heard since January, excuses.  There is no admission of wrong doing in this response.  Mr. ******, imagine if this were your vehicle.  But I'm sure you enjoy driving your car everyday.  And ******* car is not rare.  It's a 2018 Honda Accord.  The manual transmission is not the normal but the body style is far from rare.  My husband has been so nice and so patient with you. I however am completely exhausted with the audacity of the unprofessional attitude of your staff.  I understand the extensive damage but you've had possession of the car since January 6 and zero progress being made for months. This collision center has had more than ample time to fix the car.
  
  Regards,
  
  ****** ********

  

  Business Response

  Date: 07/26/2023

  Thank you for taking few minutes to follow up on the issues with the ******** car. We are working on completing this project and are completely sympathetic to the frustrations that they are experiencing with the lengthy delay. The amount of time that the vehicle had taken to be repaired has indeed passed the threshold of reasonable and the frustration are well placed. Unfortunately, there is only on individual that has the expertise to complete this repair in our region and he is working on it. Due to the scarcity of this specific vehicle we are working to complete the work under a "total loss threshold" which is requiring us to rebuild / rework quite a few of the components. If we made any mistakes in the rebuild and estimate process it could've resulted in a supplemental billing which could've triggered the vehicle being lost.  As the damage amount is very close to a "total Loss" we have been working methodical in ensuring that we don't exceed the threshold. The individual technician working on this is literally rebuilding the entire back half (as if the car didn't have a section behind the rear seats). It is the most complicated repair of any kind and is the most complicated that this shop has seen in 12 years. We are working methodically to insure that each weld is done with care so that it will meet the specifications of what the car should be at the point of completion. We understand the frustration and are working with our technician to get this job completed as soon as possible. I recognize that this response isn't ideal - as we would both like to have the job completed much faster that what it is taking. ***** is in contact to keep the ********* up to date with progress.       

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service 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 bought a vehicle from Steve padgett Honda. When finally Given the paperwork and we opened it it had our warranty papers in it but when we finally went through all of the paperwork come to find out it was not all our paperwork the only thing of ours that was in there was the warranty paperwork everything else warranty paperwork from another lady buyers order everything oh her paperwork was in that folder I had all this lady‘s information when I reached out to Honda about it and even try to ask Honda how they can guarantee that mine and my husband‘s paperwork was not given to someone else all I received was a shoulder shrug and people trying to throw everybody else under the bus I want guarantees my husband wants guarantees and proof that our paperwork was not given to someone else I reached out to the lady whose paperwork I had and I gave her her paperwork back she was not happy at all she also informed me that she had somebody else’s paperwork as well it’s very upsetting to sit here and think that we both signed a nondisclosure agreement and or paperwork possibly be in the hands of somebody else somebody that may not be honest somebody that may try to steal our information or use it and abuse it and at this point all we want is a sincere apology and proof that our paperwork wasn’t given to someone else.

  

  Business Response

  Date: 10/13/2022

  Thank you for taking a moment to alert us to the concern our client.  We are happy to have our Finance Director reach out to offer additional assurances but we will not be able to prove that which didn't or hasn't happened nor can we ultimately predict any potential for identity theft in any case. Only the consumer can add security stops on their individual credit file. This practice of protecting a credit file is something all consumers should do (not just in this case or as result of a mistake) as standard practice as it is the ONLY way to eliminate the nefarious actions from someone who would wish to steal another persons identity. This isn't is something that we can do as a business for the obvious reasons. We use digital signatures for the vast majority of presentations and disclosures with only copies of registration information being provided. Safeguards and redundancies in protecting consumer information is something we take very seriously. While mistakes can happen; and it appears as though they certainly did in this case, we can only recommend placing a security stop on the individual credit file if they feel as though they may be at risk of identity theft. While we are apologetic for the mistakes, there isn't anything we can do to unwind the unfortunate mistake. For our part, the associate who made the careless mistake was fired and additional training was provided to the remaining staff.