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This company offers sales of new and used car and auto repair & services.
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A BBB Accredited Business since
BBB has determined that San Francisco Honda meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for San Francisco Honda include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 8 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||8|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Bureau of Automotive Repair
10240 Systems Pkwy, Sacramento CA 95827
Phone Number: (855) 837-7985
Type of Entity
Business ManagementMr. John Boas, CEO Mr. AJ Patterson, General Manager
Number of Employees
Auto Dealers - New Cars Auto Dealers - Used Cars Auto Repair & Service
Alternate Business NamesS F Honda
10 S Van Ness Ave
San Francisco, CA 94103 (415) 441-2000 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (415) 863-0123(Phone)
- (415) 913-5148(Phone)
- (800) 578-5986(Phone)
- (415) 913-5185(Phone)
- (800) 734-5780(Phone)
- (415) 913-5176(Phone)
- (415) 913-5155(Phone)
Additional Email Addresses
- - eQuote
- - Communication/Mass Email
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
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Star Rating scale
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Problems with Product/Service
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Complaint: SF honda put in a loan through capitol one without my authorization. I stated to finance manager numerous times that Patelco Credit Union is desired. I purchased a car (Alabaster Silver Honda Civic 2014) from SF Honda on Friday June 19th, 2015 from a sales rep named Essan. The car cost 16,669. That day I paid $1000 via credit card. The loan totalled $15,669. I told the finance manager named ***** explicitly on numerous occasions on June 19th, 2015 that I would like the auto loan through Patelco Credit Union. He assured me that this would be fine while he was trying to sell me the car. After I purchased the car I went to Patelco Credit Union on Friday June 19th and had them process the auto loan. They promptly sent a check to SF Honda the following Monday June 22nd. At this point I believed everything to be finished. On July 28th, when I went to try to make an additional payment to my auto loan at Patelco I learned that SF Honda (specifically ***** the finance manager) had Capitol One send a check to Patelco to pay off my loan there and he initiated an auto loan under Capitol One without my authorization. My Capitol One auto loan account number is XXXXXXXXXXXXX. The total payoff amount is now as of July 29th, 2015 is $15,752.92. I called SF Honda, Patelco and Capitol One costing me half a day of time, to figure out what happened. The only reason ***** (from SF Honda) could give me for his actions was that they work with Capitol One at SF Honda. Additionally, he said, "if you REALLY want to do a loan with Patelco you can have them payoff the Capitol One loan." My Translation: We at SF Honda can make more money if we make loans with Capitol One so we will do anything we can to make more money. Money is all we care about." He is fully aware of 2 things. 1. The loan has been earning interest for Capitol One over the last month so SF Honda is making a percentage of that and 2. It is extra work to set up that payoff, and this is work that might feel unnecessary when you already have an existing loan. Most people would just throw their hands up and stay with the Capitol One account because its there and there. I have taken an additional half day of time to initiate the Patelco auto loan again. In the last month and 7 days the interest on the original loan has raised the loan $84 and the cost of 1 days pay for me is $211. I believe restitution in the amount of $84+$211= $295 is fair for what I have been put through. thank you *** ** *********@gmail.com XXX-XXX-XXXX
Desired Settlement: I have taken an additional half day of time to get the Patelco loan done again. In the last month or so the interest on the original loan has raised it $84 and the cost of 1 days pay for me is $211. I believe restitution in the amount of $295 is fair for what I have been put through.
Business Response: Initial Business Response /* (1000, 5, 2015/08/04) */ Contact Name and Title: *********** Mgr. Contact Phone: XXXXXXXXXX Contact Email: *****@sfhonda.com San Francisco Honda is very sorry that there was a misunderstanding of which bank to send your loan to. We would like to offer you the $84 dollars it cost to switch lenders and the $211 dollars of one days lost wages for a total of $295 as you requested. I have left a phone message for you and I can mail a check you. Thank you for bringing the matter to my attention
Problems with Product/Service
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Complaint: I purchased a **** ******* ****** on 11-27-2015, for 8900 usd. I told the sales broker I wanted full coverage, and was under the impression that whenever you buy a car from a dealership you must have full coverage. The car was stolen the next day. When I called the police to the hotel that I as staying at they would not let me file a report because I did not have the vin number and license plate number. I went back to the dealership and requested the bill of sale and insurance information and they told me they could not give it to me the first day I went there. The second time on Thursday I threatened to call police to the location and they gave me the information I requested. I learned after filing the insurance claim that my broker did not say I wanted full coverage and that I did not have comprehensive coverage. I then lost my housing, and was forced to live in a shelter and now I have nothing. All my money, vital identification, and clothes was in the car and Progressive is claiming they aren't liable for my lost or providing a rental car until the police find the car. I have no family or friends out here, and cannot afford to retain a lawyer. I needed a car to find a new job and know that something wrong has been done to me I just can't put my finger on what or who. I only know that No Dealership lets a car leave without full coverage and now I see why. I have lost everything and want Honda to give me a new car, or write a check for the value of the stolen car. Again, this is not my fault and They claim that a new 2009 car does not have insurance. I have little time and really need someone to help me hold them accountable. Being homeless is the most degrading and demoralizing thing to do to a man. Help Product_Or_Service: ******************* 2 door Order_Number: XXXXXXXX Account_Number: XXXXXXXXX
Desired Settlement: DesiredSettlementID: Replacement I would like for Honda to give me a similar car or pay for a rental car until the one I purchased is found. Or I want them to write me a check for the cars value which was roughly 9000 dollars. I have no chance without the car. All my money was in the car and I had previously lost my job so I needed the car to make money to pay the rest of the down payment on May 27. I need help and no one is on my side neither the insurance company or the dealership. It's really cold outside, an I've no $
Business Response: Initial Business Response /* (1000, 5, 2015/05/24) */ The vehicle purchase referenced here has been cancelled. The down payment on the vehicle and the money advanced Progressive for the insurance has been refunded in full to this customer.
Problems with Product/Service
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Complaint: I took my car to San Francisco ***** for a recall notice. When I went to pick up my car there was a 6 inch crack in the windshield. On Thursday April 16, 2015 I brought my **** ***** ***** to San Francisco ***** for a recall repair. When I dropped off the car at 9 am, all existing damage was documented and did not include any mention of cracks on the windshield. When I picked up my car at 1 pm, there was a 6 inch crack in the windshield that was not there when I dropped it off. When I noticed the damage in the service pick-up area, I alerted 3 different San Francisco ***** employees immediately and did not leave the dealership with my car. I only took the car 2 hours later after being told I would not get any resolution that day, and I documented the damage with photos before I left the service area.
Desired Settlement: I would like San Francisco Honda to either have this repair made or reimburse me to have the repair done myself. If San Francisco Honda does the repair, it must be scheduled to be done no later than May 15, 2015 on a single day that is convenient for me. If San Francisco Honda wants to reimburse me for the repair, I will get it done at Glass Plus for an estimated cost of $272. I will provide the final invoice and will expect that all costs on the invoice will be paid to me no later than 5 business days upon receipt.
Business Response: Initial Business Response /* (1000, 8, 2015/05/08) */ Contact Name and Title: ***** ****** Service Mana Contact Phone: XXX-XXX-XXXX Contact Email: ***********@sfhonda.com Good Afternoon, SF Honda has made several attempts to reasonably settle this complaint. We have requested several times for the customer to have a windshield replacement company inspect her vehicle to proffessionaly determine the cause of the cracked windshield. The vehicle's windshield had several rock chips in it that were present before the customer drove into our dealership. we offered to split the cost of the windshield if we were found to have NO fault, and pay 100% if the glass shop found SF Honda to be at fault. The customer refuses to have any glass inspect her vehicle and continues to blame us for the cracked glass. There is no evidence of out physical contact by any of our staff on the windshield of this vehicle. We even suggested the customer contact her insurance company to mediate a resollution in her behalf, which she refused to do. I can forward all of my emails that have our written offer of resollution if you would like. We are willing to meet this customer some where in the middle, but all of our efforts have gotten the same response from the customer. SF Honda will still pay for 50% of the wholesale cost to replace this windshield. This is a fair and reasonable offer from us, as we are concerned that some other item on this 13 year old vehicle may be altered and may cause additional complaints from this customer. Thank you for your time in reviewing this issue. Initial Consumer Rebuttal /* (3000, 10, 2015/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I previously stated, San Francisco Honda noted existing damage to my car before beginning the recall work and no damage was noted to the windshield. No cracks were noted nor were any rock chips noted. The windshield was not damaged when I brought it in. It had a 6 inch crack when I picked it up. I have this documented by both the paperwork from San Francisco Honda and photographs I took before I drove the car off the lot once they were unwilling to resolve the issue that day. The only acceptable solution to me is to either have this repair made by San Francisco Honda or reimburse me completely to have the repair done myself. Being reimbursed for 50% and having a glass repair shop act as an arbiter is not an acceptable solution for me. I have filed a suit with small claims court to seek resolution.
Problems with Product/Service
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Complaint: SF Honda damaged my car while I left it for routine service and do not want to take responsibility for any of the damages. On Nov., 3rd 2014 I took my car to the San Francisco Honda dealer for service. When I got home I noticed a damage on the left front fender. I called customer service and explained, I was told to bring the car back to them. At the service center the manager, an associate, and myself took a look at the car and went over all the dings and dents and marks that were marked down when I brought the car in for service. The original complaint was for a new scratch and dent the dealership made on the left side of the car/bumper. Since the diagram was marked wrong the manager said we cannot help you. After a few minutes of discussion the manager offered $200 credit on my next visit I denied and said I want my car fixed. After a while he finally agreed the dealership would get it fixed and told me to leave the car there and I'll get a call on Monday. I asked for a written note saying what he promised and instead he said he would give me his business card. He went to his office and came back saying ''You know, take your car and bring it back on Monday''. I said ''Are you sure?'' he said ''Yes''. My car was boxed in, one in front, back, and side so the manager said he would move the car on the passenger side so my car could get out. He moved the car and advised me to move my car. In my mind I thought that was a zone where only employees can move the cars and he insisted that I drive. As I'm pulling my car out slowly the manager is watching me and then stops me. He points a long screeched damage on the passenger side front door and he said ''look at this are you going to blame us for this too?'' When I said that wasn't there earlier the manager said that happened when you when I was driving to the dealer. But when going over the diagram from earlier that scratch on the passenger door wasn't there. After some back and forth discussion the manager told me I would have to call my insurance and the dealership would give me $200 to help pay the deductible, but they refuse to fix anything. I left the dealership since I was already late for work and the manager would not listen to any reasoning.
Desired Settlement: All I am asking is for the Honda dealer management to take full responsibility for damages to my vehicle that occurred while it was there and have it fixed.
Business Response: Initial Business Response /* (1000, 5, 2014/12/19) */ The vehicle had multiple dents and body damage prior to it's arrival at San Francisco Honda. Since the entire vehicle is in need of body work, we offered to pay a portion of the customer's deductible so that they could repair the entire vehicle...rather than just one bumper. We stand by our offer.
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Complaint: SF Honda is charging me for damage to a part while a tech performed approved warranty repairs & failed to provide evidence of corrosion on lost part. On August 29, 2014, I brought my 2010 Honda CR-V to San Francisco Honda for service as the vehicle's air conditioner unit was not longer pumping cold air into the vehicle. Service Advisor ***** ****** triaged the service issue (repair order #XXXXXX) quoting me at $329.95 for diagnostic work and mentioned that, if related to a warranty extension issue from Honda, the repair would cost me $0. Later that day, Mr. ****** told me on the phone that the repair was indeed related to the known AC compressor clutch/coil issue and would be covered under warranty and that the part would be on order and the repair slated for completion the following day, Saturday, August 30. The next day, I received a call from Mr. ****** stating that in the process of the warranty repair, the input shaft bolt was broken. He proceeded to tell me that the repair would then cost $1200. When I said this would be unacceptable, Mr. ****** said he would email his American Honda representative to see is something could be done to decrease the cost of the repair on my behalf and would call me back. Later the same day, I received another phone call from Mr. ****** who stated that Honda would be willing to ''go 50/50'' on the repair with me and only charge me $435 for the repair, slightly less than half the original estimate as it was related to a warranty repair. I responded that I would not agree to any such arrangement without seeing the broken part in question. Since I was out of town at the moment, I wouldn't be able to see the piece until Tuesday morning. Mr. Santos offered to send me photos of the broken piece via email by the end of the day, although I did not receive such that day. On Tuesday, September 1, I called Mr. ****** on his direct number to inquire about the photos and to arrange a time to come and see the piece in person, and not reaching him, left a voicemail asking for the photos to be sent. I received an email with two photos attached stating ''aS YOU CAN SEE ON PHOTO(S), THERE IS SIGNIFICATE RUST BUILD-UP ON IT AND during the installation process of the ac compressor clutch/coil, the input shaft bolt needs to be removed and when removed, thats when it snapped off''. Not seeing any significant rust buildup in the photos, I came in on Wednesday, 9/3 and spoke with Mr. ****** who led me to the shop area where my vehicle was and introduced me to ******, the service technician working on my repair. When I looked at the part that appeared in the photos that Mr. ****** sent me, I again noted no noticeable rust. ****** stated that when the input shaft bolt was removed, it was broken and furthermore disclosed that the bolt had been lost, so San Francisco Honda is unable to provide any proof of such corrosion on the parts themselves. When I asked what assurance I could have that the part was broken due to corrosion and not due to human error (eg. over-torquing the wench), ****** confessed that it could have been due to corrosion or due to too much power on the tool. When I asked to speak with the service manager, Mr. ****** said he was not available and that I should contact Honda Customer Relations to open a case. I called Honda Customer Relations and created a case (#NXXXXXXXXXXXXXXX). SF Honda refuses to accept responsibility for the accidental damage that occurred while approved warranty work was being done on the car and no previous discussion of any corroded parts had taken place. ADDITIONAL DETAILS: Case is being handled by another organization: CA Consumer Affairs Dept-Bureau Auto Repair
Desired Settlement: Because this damage occurred while the vehicle was in the care of San Francisco Honda technician performing approved warranty repairs and the dealership is unable to provide evidence of corrosion as the input shaft bolt in question was mysteriously lost and the broken input shaft shows no significant sign of corrosion, I seek that San Francisco Honda and/or American Honda perform the agreed upon warranty repairs without charge to me.
Business Response: Initial Business Response /* (1000, 8, 2014/10/02) */ Contact Name and Title: ***** ****** Contact Phone: XXX-XXX-XXXX Contact Email: ***********@sfhonda.com CUSTOMER CONTACTED HONDA CUSTOMER RELATIONS,BURUEA OF AUTO REPAIRS AND YOUR OFFICE TO COMPLAIN STATING AC COMPRESSOR SHAFT BROKE WHEN WE COMPLETED OUT OF WARRANTY REPAIRS FOR CUSTOMER. BAR INSPECTED COMPRESSOR AND DID NOT DETERMINE FAILURE. HONDA FACTORY COVERED REPAIRS AT NO CHARGE TO CUSTOMER DUE TO PRIOR DOCUMENTED FAILURE OF THE AC CLUTCH AND COIL ASSEMBLY. CUSTOMER HAD NO COSTS FOR THIS REPAIR AS DEALERSHIP PAID ANY COSTS THAT CUSTOMER WOULD HAVE TO PAY. Initial Consumer Rebuttal /* (3000, 10, 2014/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Service Manager states "WE COMPLETED OUT OF WARRANTY REPAIRS FOR CUSTOMER". This is incorrect. The repair was a warranty extension repair (Honda #SB-XX-XXX). Saying the repair was "out of warranty" was false. Service Manager further states that "BAR INSPECTED COMPRESSOR AND DID NOT DETERMINE FAILURE". The BAR representative concluded that indeed the part was broken due too excessive force or "too high-powered of an air tool". Furthermore, the broken bolt in question could not be produced by Honda of SF. (It was lost.) While Honda of SF rightly completed the repairs without cost to me, the record should reflect correct information regarding the case.
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Complaint: SF Honda performed un necessary services on my car to inflate the cost of a tune-up. I brought my car into SF Honda for a tune-up. I told them that I had a "major service" performed by Acura 20k miles ago. They offered to call Acura to verify the services performed in order to not duplicate the same service. The original tune-up estimate was around $400. After calling Acura they called me to let me know I needed to have the spark plugs replaced and this would cost an additional $200. Trusting that they did talk to someone, I agree to this additional service. After picking up the car, I decided to check myself and found that the spark plugs HAD been replaced by Acura, as is normal for the "major service" package. It appears they used this alleged phone call as an excuse to charge me for additional, unnecessary service.
Desired Settlement: I would like a refund for the spark plugs and the associated labor. This amounts to 189.80.
Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ Contact Name and Title: ***** ******** Service na Contact Phone: XXX-XXX-XXXX Contact Email: ***********@sfhonda.com San Francisco Honda was given inaccurate information regarding the prior services at another dealership. San Francisco Honda offered customer a $150.00 credit but customer not satisfied with that offer. Service Manager then sent a check to customer on August 15, 2014 for $150.00 to resolve dispute. please note that check sent prior to SF Honda recieving this complaint. thank you. Initial Consumer Rebuttal /* (2000, 7, 2014/09/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) The service manager did not mail a check to me. They did call and eventually I was able to pick up the check from their office.
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Complaint: I completed the purchase of a air conditioning kit for a Honda civic. I received updates from the company that the order was received, payment was received and that I would receive a tracking number for the shipment. I received a phone call two day later regarding the order. Upon calling the company, I spoke with a representative and was told that they could not ship the order because they were losing money on the sale. That the shipping company was charging more money. I expressed my concerns that they offered a product for a published price and that shipping was calculated in the purchase. I asked to speak to a supervisor. He was not available but returned my call. I stated that I expected them to honor the sale. **** stated that he could no longer ship the part due to the fact that the parts get destroyed in shipping and that the part had been removed from their website. I checked the website. The part is listed but the price has been significantly increased. This constitutes false advertisement. The company offered a product for a published price. I accepted that offer and made payment. The company has refused to honor the sale. Product_Or_Service: **** ***** ***** A/C kit Order_Number: ****
Desired Settlement: DesiredSettlementID: Other (requires explanation) The company needs to ship the item to me as advertised. The item should be new, unopened, original manufacturers equipment at the price that was originally offered that I accepted.
Business Response: Initial Business Response /* (1000, 5, 2014/05/19) */ We apologized to Miss ******* that we could not fulfill her order due to shipping difficulties with our package carriers and promptly refunded her payment. Miss ******* said she didn't care and then demanded that we fulfill her purchase. We politely apologized again and told her firmly that we could not fulfill her request. We notified our web designer and had the product removed from our website to avoid further problems with future customers. Again, we do apologize to Miss ******* for the misunderstanding and being unable to fulfill her request. Initial Consumer Rebuttal /* (3000, 7, 2014/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are no shipping difficulties. I have been forced to purchase the item at a higher cost from a different company. The item was shipped via UPS with no difficulties. The item is not damaged and can be shipped. In addition, the item was not immediately removed from their website. I have a print out that shows the item on their website posted at a higher price than what I purchased it for. The published price was increased. This company does not want to honor their published price because shipping cost was increased. **** (the owner) was not apologetic. He hung up the phone when I stated that he needed to ship the item at the published price. He has not returned my calls. I stated to **** that I would pursue all legal options available to me. This company is posting published prices and then tries to get the purchaser to pay more money. The public needs to be aware of this fraudulent activity. The company needs to pay the difference to me between their published price and the price that I had to pay.
Problems with Product/Service
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Complaint: I am at my wits end with SF Honda. Every commitment they have made and that I thought I paid for or was told was included was not fulfilled. I had researched mini-vans and after working with a sales person at another dealership I decided to buy the Odyssey in San Francisco because I wanted to support a local business. They told me when I called in the morning that they could have the car to me within an hour and a half. That was the main reason I decided to buy from them, that I would get the car the same day. I purchased the car in the morning, took the afternoon off of work so I could be available when it arrived. By 7pm no car, no call, nothing. All the paper work was signed so I was no longer a priority. Finally the car arrived the next day when I was working so I couldn't learn about the features, program my phone etc. Secondly, they told me with my warranty I would have roadside assistance for free. After a few weeks, I needed roadside assistance and called the number I had been given. After about an hour (and I was stalled on a busy road), I was told someone would come help but it would cost $80. So much for free roadside assistance and thank god I hadn't cancelled my AAA. I had also purchased something called "Dentpro" which when I bought it was told this would fix minor paint jobs and dents and that it "will pay for itself in just the first visit". When I called "Dentpro" I was asked "Is the damage smaller than a credit card?" I said "yes" they said we don't fix damage smaller than a credit card. Then I said it is bigger than a credit card. They said "we don't fix damage bigger than a credit card". I said "it is the size of a credit card". They said "we don't fix anything bigger than a credit card". So I then asked if I could have the small paint nicks fixed and they said "we don't paint cars". So everything I was told by my sales person and that I paid for, was a lie. I also paid about $2,700 for a premium warranty and am very concerned this will be useless too. I really feel a victim of consumer fraud and am surprised a company as reputable as Honda would fleece their customers and not fulfill their contracts.
Desired Settlement: Not sure if I should be given a refund, payment for repairs and my time. I am really surprised that Honda is not fulfilling their contract with me. I feel scammed.
Business Response: Initial Business Response /* (1000, 5, 2013/10/25) */ Contact Name and Title: ** ********* Contact Phone: *** ***-**** Contact Email: ***********@*******.com We contacted ***** **** approx 4:15 pm on October 25, 2013. She spoke with our Sales Manager, **** ******. We offered to cancel her Dent Defense contract and also agreed to repair her bumper free of charge. She told **** she was satisfied with our response and would withdraw all complaints including Yelp and the BBB. Final Consumer Response /* (2000, 7, 2013/10/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am going to accept their offer and remove my complaint but I do think someone should investigate the business practices of this dealership, especially the Dent Defense Pro warranty. I'm just lucky I called to inquire early in the warranty so was able to get a refund but other consumers will probably not be so lucky.