ComplaintsforElk Grove Honda

• Initial Complaint

  07/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So Ive gone to this dealership for all my service and the service representatives are very professional. My issue is that every-time the service department fixes my vehicle they damage something else. Earlier this month they completed my oil change and the Fakra recall. I know they took off the dash trims to get to the wiring in the dashboard but let marks where I can see where the trim was removed. I have a history of them fixing one thing with warranty work with them damaging something else where it takes time to notice as I shouldnt be trying to find broken things on my vehicle when I bring it in. In the past they keep saying they will make an exception and fix it as a courtesy which I dont agree with since their technicians cause those damages. What I would like is that dash trim replaced and if not I will simply continue sharing my experiences.

  

  Business response

  08/28/2023

  Tell us why here...Customer came in on 7-8-2023 and after picking up, stated that there was a scratch on the tail light assembly due to when customer wanted his weather stripping secured/taken care of, which we did on 7-15-2023.  Customer did a walk around of the vehicle-all on video- and left on 7-15-2023.  Now, customer stating we scratched his dash?  Why didn't he bring that up almost 30 days ago?  Customers concern was addressed and we replaced the item he wanted.  Now, customer states we did something else, but no one was made aware of it.  

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am leasing a 2021 Honda HRV the sticker said the mpg was 28 miles per gallon city, 34 mpg Highway Im getting 18 city I drive the speed limit not aggressively. I called Honda and they are dismissive and give me the run around,

  

  Business response

  01/23/2023

  We asked the customer if there were any check engine/emissions lights on, customer responded with "no".  We offered to have the customer bring in the vehicle, we provide him with a free loaner vehicle, check the vehicle for any DTS trouble codes, fill his vehicle up with gas and have the customer allow us to drive the vehicle 100 miles and they top off the gas to determine the MPH.  Customer was also told that the MPH is not Elk Grove Honda related, but EPA and Honda related and mileage can vary.  Customer emailed us stating he did the 100 mile test and got 31 mph on the freeway as the window sticker notes.  He also asked why his in town driving was "19" mph.  I asked him if he did the same test like he did with the highway test and didn't hear back from him.  He also called to complain to the ****** regarding mph, which the person at ****** asked him the same questions we/I asked *****************  They told him since Elk Grove Honda didn't set the standards nor perform any repairs causing his concern, there isn't a complaint to be filed.  The ****** was ****** impressed that we were giving him a loaner and checking out his vehicle for him.  I've attached ******************** email cancelling the appointment.  MPH will go down in the winter due to colder weather and winter fuel required by the *******************, which the ****** told him like I did.,  

  Elk Grove Honda was never dismissive of his concerns and never put him off.  Many customers feel that MPH goes down during the winter months and this year, we have had extremely colder weather since November.  Vehicle is performing as designed and MPH varies due to individuals driving habits and conditions.  

  Also, **************** may not know that the MPH testing is conducted in a controlled environment and not done with real life driving experiences.

  If there is ever an issue **************** needs address that we can verify or help him with, we are always available.

   

  *************************

  Customer response

  01/23/2023

  I am rejecting this response because:

  Im writing to make a record of my experience concerning elk Grove Honda in case future concerns arise.

  Elk Grove Hondas statement that they Were not dismissive is a good example of what being dismissive is. 

  Elk Grove Honda explained to me regarding the *************************************** ******** so the employee could do the test. I took that to mean some one would be commuting in my car. That is not professional or acceptable in my mind.s. I did the ********************** this weekend. The mpg ended up being 31 mpg. I think thats good.  My concern  is 18 mpg city. Instead of 26 mpg a difference of 
  8 mpg adds up to 96 miles per ******************** of gas. A $26.66 Difference. Assuming gas is $5. Per gallon. The mpg continues to drop, How low does the mpg need to be for me to get an original response?

  Because Elk Grove Honda was dismissive and that their response repeatedly was that my driving caused the poor mileage led me to believe that they were not open to looking at other possibilities. 

  resolution take responsibility for selling a car that you know gets very poor gas mileage tell the next consumer that they may get 8 to 10 miles less than the sticker so the consumer can make a informed decision.

  

  Business response

  01/26/2023

  We are sorry that the customer feels this way.  However, since the customer cancelled his appointment for us to verify mileage, both freeway and in town, all we are going off is the customer's contention.  Unfortunately, until the customer allows us to verify in town driving, there is nothing that the Dealership can do.  The customer already confirmed his freeway mileage is just what Honda and EPA mpg standard shows, 31 mpg.  The customer has confirmed with the State of California *** and with us that no warning or emissions lights are on.  The *** told the customer that his issue isn't with the dealership, but with Honda and the EPA.  Elk Grove Honda is not owned by American Honda and does not set mpg or standards.  We have shown this customer that we are more that willing to assist him, however, when he cancels his appointment and doesn't respond back to what the got by doing an in town 100 mile drive test, there isn't much we can do.  The customer needs to contact American ****************.

  Customer response

  01/27/2023

  I am rejecting this response because:

  The phrase caveat emptorand its use as a disclaimer of warranties arises from the fact that buyers typically have less information than the seller about the good or service they are purchasing. This quality of the situation is known as 'information asymmetry'. Defects in the good or service may be hidden from the buyer, and only known to the seller.
   As a disabled senior citizen I am no longer able to contend with a large business Elk Grove Honda. Let my complaint stand in the record of the 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. ↩