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:04/05/2024

  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.

  Several months ago, we started having problems with the automatic passenger-side door of our 2019 Honda Odyssey. We brought it to the dealer and incurred repeated charges, only to have it malfunction repeatedly. One instance was a charge of $171 to be told that the issue was debris in the door. This seems inaccurate because the door started malfunctioning again the following week. Another was a charge of $1,130 to replace the motor. Within another 6 weeks, the door was malfunctioning again. We have now spent over $3,000 on the repair of this door, which is likely ~15% of the value of the entire vehicle. It seems clear that many of these instances were misdiagnoses of the underlying problem and highly unlikely that these were all separate issues. Yet there has been no attempt to compensate for these thousands of dollars in unnecessary fees. Rather, only nominal price reductions on new charges. Ultimately the dealership recommended filing a claim with Honda, which was completed and led to no remuneration.

  Business Response

  Date: 04/05/2024

  As you can see from RO#****** provided by the customer, lines B & C were marked "W" for warranty. This indicates the customer did receive assistance from **************** for a portion of the repairs as goodwill due to the circumstances of multiple system failures. The dealership also offered assistance in the way of a discount to assist with the cost of repairs as shown on the customer's record. The door left functioning after each repair indicating the repair was successful. The returned visits were the result of different failures each time, not repeat failures. Additionally, the customer authorized repairs each visit with explanation of needed repair and cost of repairs offered prior to repair granting us approval to move forward. Had the customer declined repairs, we would have honored that request.

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I disagree that having the same issue re-occur several times over the course of a short period of time constitutes fixing the problem.  If I have a hole in my roof and the roofer puts duct tape on it that keeps the water out for a few days and charges $1000, then the water starts seeping back in a few days later, the roofer does not generate good will by deducting 10% off the next $1000 repair.  Except in this instance, I was charged over $3000.     
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Luke