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:04/06/2025

  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.

  On May 29, I signed a bill of sale for $47K after tax for brand new CRV with $15K dp so the balance due is $32k with bi-weekly pmt $425, later the finance manager told me the *** of the *** has been changed, sent me another bill of sale, but the same vehicle with the sale deal $47K after tax.When I pick up the car on June 1st, the finance manager tried to sell me service/warranty, just handed me another new bill of sale with final price for all warranty she just told me few minutes ago but I havent agreed on anything, the new total bi-weekly payment became $530. And later she asked how much I agreed on top of $425 to have all the service/warranty add on, I told her maximum $30, which is $455 bi-weekly. Then she gave me another revised bill of sale, without explaining anything, just asked me to sign and said this new bill of sale has all I requested for, just sign it and will explain to me the breakdown later. In The End I paid $ ******, bi-weekly pmt $485. I told her I do not want that, I just want my initial bill of sale, she said if I do not want the warranty/service, I can cancel anytime and back to my initial bill of sale $47K Next day, I emails ask for all the docs I signed, and realized the bill of sale was not the same as the May 29. They gave me lots of bill of sale without informing me of the changes, I called to cancel the warranty/service and honor me the initial bill of sale. She said I have signed all docs, there is nothing can be changed, and not all service/warranty can be cancelled.I have not given well explanation on the new bill of sale, the price of the vehicle went up from $47000 to $******, looks like the *** changed but did not ask me initial in the new bill of sale, and basic price has changed but did not inform **** would like the bill adjustment to honor my initial bill of sale and full refund for all extra stuff. I am willing to pay the initial bill of sale $47K with $15K down payment.

  Business Response

  Date: 05/06/2025

  We have reached out to customer and come up a resolution she is happy with.  

  There will be a refund of $1939 to lienholder and we are also including an additional coverage at no cost.

  Please let me know if you need anything else,

   

  Thanks!

   

  Customer Answer

  Date: 09/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:16/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new 2007 Honda Fit from Yellowhead Honda on Oct. 7, 2006. The purchase included life time oil changes, and a lifetime Platinum Protection Warranty Package (at an additional cost of $299.00 and $1088.00 respectively). These costs are detailed in the Yellowhead Honda Purchase Agreement. This Protection package warranty included but was not limited to ************Perforation coverage. Yellowhead Honda subsequently became Go Honda, and now GO Honda is refusing to honour this lifetime warranty, stating they are not bound by the Yellowhead Honda contract. GO Honda does currently honours the lifetime oil changes portion of the purchase contract. This vehicle has been regularly serviced (oil changes) by this dealership since purchase and was available to them for regular warranty inspections if required. The Platinum Shield Protection Agreement included no terms, conditions or inspection requirements, as the documentation will verify. Honda service personnel were unable to locate data on my Platinum Protection coverage on their own computer system and they therefore failed to inspect the vehicle when given that opportunity many times.

  Business Response

  Date: 22/07/2024

  Hello,

  All of the documents attached are between Yellowhead Honda, not Go Honda.  Additionally, there is nothing attached that indicates anything about lifetime oil changes.  If we have given this customer free oil changes in the past, it would have been done as an exception or goodwill only.  However, any contractual obligations and/or agreements are not valid since Yellow Head Honda no longer exists.

  Please let me know if you need anything else,

  Thank you!

   

  Grace

  Customer Answer

  Date: 22/07/2024

   
  Complaint: 21999548
  
  I am rejecting this response because: I believe GO Honda has an responsibility and an obligation to honour an ongoing contract entered into byYellowhead Honda, and was in effect at the time Go Honda acquired the business DBA as Yellowhead Honda. In addition the free oil changes are acknowledged in the Yellowhead purchase contract  as "Oil Card" @ $299.00. The Protection Package contract also states "terms and condition of the warranty as described on this page and overleaf", but the overleaf is a blank sheet. "Terms of Coverage for this contract state: New Vehicle / LIFETIME". I entered into these contracts in good faith, with a genuine HONDA dealership. I expect Honda Canada to require their dealers to also act in good faith, and honour the contracts they sell.

  
   Sincerely,
  
  ****** ******

• Initial Complaint

  Date:28/07/2023

  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.

  My car VIN number is ***************** and the dealership I bought the car from is Go Honda.

  Customer Answer

  Date: 28/07/2023

  My car VIN number is ***************** and the dealership I bought the car from is Go Honda.

  I did buy a brand new 2023 Honda pilot. As soon as I start driving the car, I start smelling burned smell from the ventilation system which turned to be a manufacture defect leading to oil leak. My car has been sitting with the dealer for 4 weeks. I have filed a complaint to Honda Canada asking them to replace this car and take responsibility for their products. They refused.

  Business Response

  Date: 21/08/2023

  Hi *********,

  I must have missed the first email so I apologize for the delay for getting back to this complaint.

  It's been brought to our attention that there are a handful of 2023 PILOTS that are experiencing an oil leak and needs a VTC Calve Assembly.  While this will be covered by warrranty, unfortunately, this part is on back order.  Honda Canada Customer Care is aware of situation and is currently paying for this rental of a similar size until this issue is rectified.  Our service manager has been in contact with the customer and while we completely understand his frustrations, we have no control over when this part will arrive. We are reaching out to Honda Canada today again to try to get an update, or to see if they can issue a credit of some sort to the customer for the inconvenience this has caused him. We will also reach out to customer again today once we have some more answers.

  Attached are the parts order and some correspondence with Honda Canada as we are actively trying to resolve this issue for him.

  Once again,  I apologize for the delayed response.  Please let me know if you need anything else.

   

  *****

• Initial Complaint

  Date:14/05/2023

  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.

  On May 9 2023 I went to this business GoHonda Edmonton to buy a vehicle Honda Odyssey 2014 listed at 27,900 before taxes. I specifically told the sale representative I am only ready to buy the vehicle put 15,000 deposit and finance the rest .
  
  She told me with that arrangement we can go a head with 162 biweekly and I agreed. I paid the deposit and went to the finance office and I was conned into signing this lease which made the vehicle worth above 40,000.
  
  I didn’t realize that then she just told me to initialize some numbers and forced me to buy a warranty..for one year am not sure any more one or 3 years.
  
  The ******* ******* said she will give me the vehicle good as new and the warranty will fix the bumber and the windshield crack… all I wanted was the vehicle at that price no fixings…
  
  I signed that loan am thinking the warranty fee will take care of that as she said and I just will have to clear 27,900-15000 .
  
  I come home and realize even though I paid 15000 deposit I am in loan of over 25000. I was overwhelmed and worried and emailed the ******* ******* and she said I initialized every amount…
  
  After about a week they deliver the vehicle..no windshield is fixed, there is rust on the body and the hole is on the bumper..the vehicle is exactly as it was when I saw it at the parking..
  
  I would like bill adjustment and full refund for all the extra stuff..I am willing to honour to pay the listed price of 27,900. Other wise this product should be returned to them.
  
  What good is warranty if it cannot help me do anything. My vehicle is insured two ways and that should service.

  Business Response

  Date: 15/05/2023

  Hello, when Mr. ******* purchased his vehicle on May 9th, he was fully aware of condition of the vehicle (broken windshield, rust spot on wheel well and hole in bumper). We had discussed options to fix it, however, he decided to not fix it and agreed to buy the vehicle in that condition. He went into finance and was offered protection packages, all optional, which he agreed to, as per documents he attached.  After he left, he did reach out to the Business Manager and wanted clarification on the packages he purchased.  He admitted to having buyer's remorse but after she explained the features of the coverages he purchased again, he seemed ok. It was his choice to go with the one year warranty due to cost and since the warranty purchased is a mechanical warranty, at no time did she say that the current cosmetic issues, which he knew about, would be covered under this plan. We delivered the vehicle to Fort Mcmurray the following week as per his request.  He has sent the business manager an email this morning with some more questions and she will be reaching out to him to address his concerns again.   Please let me know if you need any further.

   

  thank you,

   

  *****

  Customer Answer

  Date: 19/05/2023

  
  
  Complaint: 20057680
  
  
  
  I am rejecting this response because:
  

  Its true i was knew about the vehicles condition and seen all the conditions on the vehicle and i stated clearly to the sales rep that i am not willing to pay any more additional money on this vehicle that i will fix it myself. I even said and explained my situation regarding loans and wanted to minimize any interest on the loan. **** understood that and we had an agreement of 162 biweekly i pay 15,000 deposit and finance the rest which i would clear as quickly as possible.

  I rejected fixing, warranty, and the smart program and the police tracking when i had discussions with ****e the sales rep and she informed me that the manger was okay with that. 

  when i went into the finance office i was conned into signing the papers and **** the ******* ******* told me to initial spots which she made be believe was the breakdown of the vehicles cost( which i believed then was the 27,900 ) i signed up for. When **** was selling me the vehicle she informed me why this vehicle was more expensive than another one on the parking lot because it had more stuff in it and i was thinking the numbers i was signing was the stuff . 

  **** took advantage of the knowledge she had and never explained the numbers i was initialing . I never purchased a car from a dealer and did not see that total at the end . I was just more focused on the number at the top 27,900 and it was also on another page which clearly stated the purchase price of the vehicle was 27,900. **** added up some optional stuff and did not explain those numbers and the numbers i ended up paying went up significantly higher. 

  I did not know that then until i went back home and asked **** to send me the agreement. I was shocked to find out that even though i paid 15,000 deposit for a vehicle worth 27,900 , i was in the hook for a loan of about 26,000 plus interest of 9% higher than what i greed ****e with which was 7.99% . The price of the vehicle went up from 27,900 to 40,000 . I contacted **** and her reply was i initialed every number. 

  They offered to cancel  to cancel the warranty of 1 year 2799 and rim protection of 499 ( total of 4,000) I think this is not enough. i will still have to pay a loan of 22,000 plus interest overtime. They said the vehicle will be sold good as new to me and this waranty will take care of the windshield, the rust and the hole on the bumber) that is the only reason i agreed to that fix that , save some money and pay little premium. But the vehicle was delivered same as it was at the parking lot. 

  i suggest they cancel all the other useless and additional expenses.

  Ceramic windshield P $1499 ( the windshield is already broken ) 

  Smart care $899 i dont really need this (i have insured the vehicle two way)

  IN House 3M ( $2499) there is rust on the body still 

  Catalytic converter Antitheft ($999) I have rejected this the manager and ****e knew about this 

  Protection Package of ($2398) what is this ??? Never mentioned explained don't need this 

  I suggest this be cancelled . If i offer this vehicle up for sell its not worth 40,000. 

   

  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 23/05/2023

  Hi ********,

  Please see attached offer to purchase, bill of sale, contract, waiver and certificates for products purchased by customer.  The customer states that he is aware of the cosmetic state of the vehicle and wanted to buy it in that condition.  The products offered by **** was to protect the vehicle from further environmental damage and mechanical issues in the future.  However, it seems that there may have been a misunderstanding on what he purchased and what they cover.   All coverages within 30 days are fully cancellable (unless it has been physically applied to the vehicle, like 3M, Rust Inhibitor protection and Undercoat).  I will reach out and offer to cancel everything else for him and apply it to the loan, which will reduce his balance substantially:

  Ceramix WIndshield $1499, smart care $899, Catalytic Converter $999, extended warranty $2799, tire rim $499 plus gst = $7029.75.  We will top this up  to $8000 total from some of the profit of these products to make up for his frustration with his experience here.  This cheque will be payable to the bank on his behalf.  

  i also sent you an email as well stating his concerns with the numbers and stated it may just be buyer's remorse but at the end of the day, we want to ensure he is happy with our resolution as well! 

  let me know if you need to see anything else,

  thanks ********

  *****

• Initial Complaint

  Date:10/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came in to go Honda for specific services. I informed service that I haven’t been at Honda for a while and I had my car serviced last year at Bavaria *** so do not go by anything else! The service mechanics went by my last service at Honda ANYWAY and did a break fluid change on my vehicle which was NOT required as it was done at *** last year! ******** from service (great employee and very helpful btw) spoke with the manager and I was still charged partially for a service I absolutely did not need! This is in my opinion equivalent to theft! And I’m not sure how I can trust to bring my vehicle here in the future?!
  Thank you

  Business Response

  Date: 11/05/2023

  hello, had a chance to speak to ******* ******* involved in this situation.  Customer brought car in for Air conditioning Diag, service advisor checked history and noticed brake fluid was last done in 2017.  She called customer to advise and recommend repairs and maintenance including brake fluid.  Customer approved work and authorized the go ahead.  She called back one hour later saying she checked her service at a *** store and this was already done.  By this time, the brake fluid had already been complete.  To compensate, the ******* ******* offered a 20% discount off entire service bill, not just the service in question.  She came to pick up her car, was happy with advisor and left.  No work was ever done without her authorization, please let me know if you need anything else.  

   

  thank you,

  *****

  Customer Answer

  Date: 11/05/2023

  
  
  Complaint: 20043808
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ********** ******
  

• Initial Complaint

  Date:25/03/2023

  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.

  The purpose of reaching out to you is regarding my car purchase ( honda Civic 2019) last year June 30, 2022 at Go Honda West for $39753.75 at 6.99% which should be $27000 plus taxes as discussed before. But the finance team messed up whole sale bill and never explained me all the numbers and how the difference of $12753.75 became negative equity. So when i contacted this dealership my biggest concern was budget friendly car but ended up being ripped off. I reported this issue after 2 days of the purchase to take this vehicle back and give me something more suitable but no one absolutely no helped me and seemed eager to help. Now when I read some forms there was clause that vehicle could be returned within 30 days but at this moment I was out of time. so through your platform I want that if they can switch me to less expensive vehicle and take some portion of negative equity away on goodwill because absolutely nothing was explained in order to make quick sale purchase.

  Business Response

  Date: 27/03/2023

  Mr. ***** purchased a 2019 Honda Civic in June 2022 for $27907 plus GST, however, chose to add on some protection packages/coverages which increased his overall price.  All documents are fully signed off and initialed by the customer clearly explaining the breakdown on bill of sale.  Go auto does have a 30 exchange program where the vehicle purchased can be traded back in for something else, however this is only if there are major mechanical issues. Please let me know if you require anything else on our end.

   

  Thank you

  Customer Answer

  Date: 28/03/2023

  
  
  Complaint: 19851266
  
  
  
  I am rejecting this response because during the purchase of vehicles things wasn’t explained even they took signature on a form after I arise this situation of financial distress after two days. My only solution is exchange this vehicle for cheaper vehicle and you you take some portion of loss away because this is gross negligence from dealership and unprofessional sales technique because of which my cash flow has been reduced. To further add on your dealership promised that they can provide me insurance under $200 but it ended up to $309 further affecting my liquidity. I know you guys don’t provide insurance so don’t make fake promises just to close the deal. This is not ethical at all to take signs and put people in financial distress. I ask that again to exchange this vehicle to cheaper option and take some portion of the loan to cover. 
  
  And there is no mechanical issue said in the contract only 30 return policy. I would have graciously taken vehicle under $15k but you guys never fixed it and caused me both mental and financial distress.

  
  
  Sincerely,
  
  
  
  ********* *****