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:21/10/2024

  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 Apr. 26, 2024, I brought my Honda CRV 2018 to Honda Terrace (HT) due to a sudden battery drainage issue. I was informed that the problem stemmed from an aftermarket key fob accessory (installed since 2021 and was working fine), for which I was charged for. However, the issue was not *********** then claimed that an additional part had been damaged by the aftermarket remote start, necessitating its replacement. For several months, I had to open my car hood and disconnect my vehicles battery daily, despite harsh raining conditions in my city.On June 6, 2024, I returned to HT, and a part was replaced. I was charged an additional $850.79, even though my vehicle was under warranty, because ** insisted that the aftermarket key fob caused the damage. Despite paying this amount, the problem persisted. The original diagnosis was evidently ************ claimed the car need to undergo yet another diagnosis, this time to check the wiring of the vehicle, which will be costly and charge by labor hour spent. They also wanted me to provide the schematic for the key fob, even though they were the ones who had removed the key fob wiring installation ************ this point, I contacted Honda Canada (HC) directly, and I learned from HC that HT never reached out to HC's technical support team regarding my cars issue. This was particularly concerning, as ** had claimed that they had consulted with HC's techinical support.Although a long drive and costly, I made the decision to take my vehicle to Honda Prince ******. There, they promptly identified and diagnosed the real issue in less than an hour and replaced the necessary partall under warranty, at no additional cost to me. The issue was resolved without the need for the expensive and unnecessary diagnostic procedures HT had insisted ***** September 2024, HC says they will inform HT about this who should be reaching out to me. To date, no correspondence. I should get a full refund of what I all paid for In HT..

  Business Response

  Date: 21/10/2024

  Hi, 

   

  Terrace Honda was acquired May 1 by Straightline Honda. after a quick review of the work orders it appears that there was no wrong doing by the Terrace Honda service team. I will follow-up with the service manager for further comment. 

  thank you, 

  Customer Answer

  Date: 27/11/2024

   
  Complaint: 22449288
  
  I am rejecting this response because:

  I find it unacceptable that Honda claims there was no wrongdoing by the Terrace Honda service team when they themselves issued me a check for less than $550 to partially reimburse me for the inappropriate charges. If Honda Terraces service team was truly not at fault, why would they issue any reimbursement at all?
  
  This reimbursement is an implicit acknowledgment of their error, but it is insufficient. I was charged a total of $1,353.94 for an incorrect diagnosis and ineffective repairs, including $503.15 for the removal of an aftermarket key fob accessory that was not causing the problem. The real issue was later resolved by Honda Prince ******, who correctly diagnosed and repaired my vehicle at no cost under warranty.
  
  Terrace Hondas failure to contact Hondas technical support team and their insistence on charging me for unnecessary and expensive diagnoses were both unjustified and misleading. The partial reimbursement does not address the full scope of their inappropriate charges.
  
  I demand a full refund for the remaining amount to cover the total cost of $1,353.94 for the incorrect and unnecessary services provided by Honda Terrace.
  
  Sincerely yours,
  
  **** ******* *. *****

  Business Response

  Date: 28/11/2024

  We at Honda take great pride on servicing our customer and are surprised of the turn around that **** has stated.

  Please see to work order ******, dated April 26th, and review the technicians note about the vehicle restarting after it is turned off.  The technician also noted it was an intermittent issue and to monitor.  Everything was fine until his next visit.  On July 29th work order 792370 his concern was that the engine would restart after you shut it off. If you read the tech notes he already diagnose the body control module, also called the multi plex.  This was an intermittent issue.  We heard nothing more from the customer about this issue.

  According to our records through Honda ******, he had the part we recommended replaced at ************ Honda in ******************* on September 12th. 

  Being in a small town we refunded him $500 from his previous visit as a means of customer satisfaction and to keep him as a customer, not as an admission of guilt..

  Please feel free to contact me if you require anymore information

  sincerely

  ** *******

   

  Customer Answer

  Date: 29/11/2024

  Dear ** *******,

  Thank you for your response. However, I must address and refute several inaccuracies in your statement:

  Refutation of Claims: Everything was fine until his next visit is inaccurate. Upon picking up my vehicle on April 30, the technicians notes explicitly stated: "Alarm issue still persists, however not as frequent. CAN lines appear to be intermittently shorting. Possible keyless access control unit failure." I also demonstrated the ongoing issue to ****** (front staff), who involved the technician to witness the car restarting by itself. I was informed that the keyless access control unit would be ordered, which took several months to arrive.
  

  Intermittent Issue Not Resolved: From April to June, I had to disconnect the vehicles battery daily to prevent drainage, enduring harsh rain in my city. This caused significant inconvenience, which you would have known, if you reviewed my original complaint. 

  Replacement of Keyless Access Control Unit: On June 6, I was charged $850.79 for the replacement of the keyless access control unit, despite my vehicle being under warranty. This charge was both inappropriate and unjustified. Despite paying this amount, the problem persisted. The original diagnosis was evidently incorrect.

  Refutation of Claims about Diagnosis on July 29: Your claim that the body control module (BCM) was diagnosed on July 29 is incorrect. If Honda Terrace had successfully diagnosed the issue, why would I choose to drive 1436 km two way (approximately 16 hours) to/from *******************? The reality is that Honda Terrace informed me that your team could not identify the problem. I was told further diagnostic work was needed, including checking the vehicles wiring, which would be billed hourly and could result in significant additional costs. Additionally, your team requested the schematic for the aftermarket key fob, despite having removed the key fob wiring themselves during their initial work.

  Failure to Contact Honda Canada Technical Support: I contacted Honda ****** directly and learned that Honda Terrace never reached out to Honda Canada's technical support team regarding my vehicles issue. This was particularly concerning, as Honda Terrace had claimed they had consulted Honda Canada's technical support. I'm sure Honda Canada emailed you as I was told by them. However, you never reached out to me, that's why I involved BBB in this matter. 

  Resolution by **** ******* Honda (Prince ******): I ultimately took my vehicle to ************ Honda in *******************. They promptly identified and resolved the real issue in less than an hour, replacing the necessary part under warranty at no cost. This demonstrates that the charges and diagnoses at Honda Terrace since the beginning were both unnecessary and incorrect.

  $500 Refund Misrepresentation: Your claim that the $500 refund was a goodwill gesture to keep me as a customer is misleading. If ************************************** diagnosis and services were truly accurate and appropriate, why would you feel the need to issue a refund at all? This directly contradicts your response to the BBB, where you stated that Honda Terrace was not at fault. The issuance of this refund clearly reflects an acknowledgment that the services provided were inappropriate and ineffective. To frame it as anything other than partial recognition of fault is a misrepresentation.

  My ******************************* resulted to unnecessary paid expenses to Honda Terrace (repairs amounting to $1,353.94), additional travel cost several times to Terrace and costly travel to *******************, plus no money can equate to significant inconvenience, and prolonged frustration. The $500 refund is insufficient. I demand a full refund of the remaining cost I paid to Honda Terrace. You do not have to cover the additional costs I incurred from travelling several times to Terrace due to ineffective services and travelling to ******************* to fully fix my car due to poor service of Terrace Honda.

  I trust this clarifies the matter and request a prompt and fair resolution.

  Business Response

  Date: 29/11/2024

  Hi, 

  Although we we weren't the ownership group during this transaction, after thoroughly reviewing this particular situation I believe my team acted in good faith and have went above and beyond to advocate for this customer. After the initial complaint we worked with Honda to recover the cost the customer shouldn't have paid and have since reimbursed them. unfortunately, when there are aftermarket parts installed on a vehicle  the manufacture warranty wont cover diagnosis nor replacement of those parts. we believe we charge a fair amount for the diagnosis and had an experienced technician address the concern.  We understand this may not satisfy the customer however we are not prepared to compensate this customer an additional amount. 

  Sincerely, 

  ****** Rose 

  Managing Partner

  Straightline Honda (formerly Terrace Honda)

• Initial Complaint

  Date:29/02/2024

  Type:Order 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 recently purchased a vehicles with a trade in. I am wondering why the contract says they purchased my vehicle for $7000 and then added a additional charge of $9000 to finish paying out my loan.

  Business Response

  Date: 13/03/2024

  Hello,

  After researching ********************* profile, I have found that we have not sold him a vehicle. Our last contact with ***************** was a phone call from a salesperson on March 11, 2022. We have one vehicle on file for ****************** that he has purchased parts for from us in 2017, a 2005 Malibu, which also was not purchased from ********* Motors (Terrace) Ltd.

  **************************** have purchased a vehicle at another dealership?

  Business Response

  Date: 19/03/2024

  Hello,
  
  We have been in touch with *****************.
  
  He traded his vehicle in on another vehicle, it was valued at $7,000 (current market value), he still owed $9,000 on the vehicle, which creates $2,000 in negative equity that was rolled into his vehicle purchase. This was explained to him at time of purchase and contract signing. In speaking to him this week, he feels we should have paid the full $9,000 he still owed for the vehicle. He is still not satisfied that his vehicle was not worth what he owed for the vehicle. We were unable to satisfy how he feels about depreciation, he does not wish to speak with us regarding this matter anymore.
  
  
  ***********************

  Customer Answer

  Date: 19/03/2024

   
  Complaint: 21362838
  
  I am rejecting this response because: when I was at the dealership I thought I would be getting a fair market rate for my vehicle trade in. If I knew I was giving them my vehicle, then paying them $2000 dollars to take it out of my possession, I would have walked away, or, asked if they'd pay off my loan and add it to the new vehicle. The difference between my contract and paying for both vehicles is freight and paint. I had another offer that was twice what they gave me from a dealership and what they currently value the vehicle at on their website from a personal sale($19000). When initially talking to the dealership about appraisal they led me to believe someone would be looking at it from a mechanic standpoint. When talking on the phone with the finance manager he told me his price/value was solely based on profit margins.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 19/03/2024

  We are sorry that ***************** feels this way. As a business, we pay fair market value for vehicles, based on the industry tools available to us that valuate vehicles.$2,000 was rolled into his new vehicle price. 

  Customer Answer

  Date: 20/03/2024

   
  Complaint: 21362838
  
  I am rejecting this response because:

  Black book ******** standard put my trade in value at $18,000 as provided by and recognized nation wide. It stated the only thing that could damage the value of my vehicle was the Vehicle mechanical inspection. As per my recent phone call with ******* at Honda, the mechanical inspection, was not complete. Which would make their price value of $7000 false in relation to "industry standards."

  If I were to personally put value on my vehicle, I would have it between $10,000-$16,000.

  $2000 being rolled over into my new contract seems to mean I'm paying them to sell my vehicle.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 25/03/2024

  We have reviewed ********************* deal and trade in. In researching we discovered an error made by marketing on the price of the trade in vehicle on our lot. We understand your concern upon seeing this price. The trade in vehicle should not have been listed at $19,900, it should have been listed at, and is being corrected to  $14,900 and as of today is on sale for ******

  *****************, should you wish your vehicle back, please reach out to *****************************, Sales Manager at Terrace Honda. We would be more than happy to return your vehicle to you for the trade in value plus reconditioning costs ( repairs were made to the vehicle).

  Customer Answer

  Date: 27/03/2024

   
  Complaint: 21362838
  
  I feel like that was the point of these communications. I have already paid $9000 and some extra dollars on top for this business deal. I was requesting a fair price for the trade in that the business failed to discuss. I 100% understand that my loan was paid off but giving it up for $7000 makes no sense. I do not see why I should be paying $2000+ for this dealership to take my vehicle when I could have got a better deal elsewhere. My "want of understanding" led to this complaint because my calls were getting put straight to voicemail. I tried going to Terrace Honda to get the answers, but, apparently, there was no one around from my original interaction. I do understand there is days off and breaks. But I was not making it through any form of communication with Terrace Honda.