ComplaintsforClawson Honda of Fresno

• Initial Complaint

  03/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Here is a statement of my case that I intend to submit: I leased a vehicle from Clawson Honda in 2021. my payments were $298.43 every 23rd of the month. When I leased the vehicle, I was told my credit score would go up and in 3 years I could trade in, buy out or continue payments. now its 2024 and my lease is almost up so I went to Honda to see what I can do. they told me to they couldn't do anything for me because of my credit. which we seen the car was never on my credit. they denied me a reasonable monthly payment and wanted to raise my payments to $700+ even with a cosigner. also telling me I was in bad standing with Honda. which is confusing since I paid every single ***** I owed since 2021. they did not want to help me and made me feel I was basically renting my car out, now I have no car and no credit. Honda failed me as a customer, and they did not benefit me whatsoever. I paid about ********* in the 3 years I had the vehicle. If bbb can help me resolve this matter, I would like my money back or the car I went to go trade for paid off..

  

  Business response

  03/21/2024

  In response to complaint ID # ********, we sympathize that your dilemma is so frustrating for you. To begin, you attempted to trade in your vehicle without making all the lease payments on your 36 month lease. The reason American Honda Trust and Lease stopped reporting is because when a consumer is constantly late with their payment or having missed payments, American Honda will stop reporting. This actually benefits the consumer from further harming their credit score because of repeated delinquencies from reporting on their bureaus. It was reported by American Honda that you are not in good standing. This means that our dealership loses the option of refinancing or apprehending new loans through them for you, which is a very important lost benefit. You also have only several trade lines and currently two are delinquent. This has resulted in your Fico score dropping and at a time when interest rates are high across the board amongst lenders. This dramatically increases one's borrowing costs and your monthly investment. We ultimately bought your vehicle on March 4th of this year and paid off your loan. Your vehicle was not in perfect condition however. Your front hood was dented *************, which necessitates that we get this repaired at a body shop. Rear bumper was scratched. And you have 3 wheels that had road rash on the rims. So, if we consider that your credit has dropped since you initially leased your vehicle on 11/1/21. And we consider that you prematurely wanted to get out of your lease, which results in a cost to you. And if we lose the best option for financing you through American Honda, there is little we are able to do in getting you into a new vehicle. We do understand how frustrating this is for you. However, Clawson Honda of Fresno will, at this time, deny your request in the disputed amount of $10743.48.

  Customer response

  03/21/2024

   I am rejecting this response because:
  I WOULD LIKE THE 2500 BACK FOR THE *** AND THE MONEY I PUT DOWN FOR THE *** WHEN I FIRST GOT IT. SINCE I HAVE NO VEHICLE FOR MY 2 KIDS AND FOR THE EMOTIONAL DISTRESS HONDA CAUSED ME.
  
  

  

  Business response

  03/22/2024

  In response to complaint ID # ********. From our perspective, this customer should have made her lease payments on time and paid her $298.43 payment each month to ******** Honda Trust and Lease. This would have been her best move. She wouldn't be in the predicament she experiences now. In addition, any comments made from a Clawson Honda employee at the time of her lease regarding her future financial position on her vehicle are conditional. One cannot allow their credit obligations to go bad or delinquent and expect to smoothly transition into a new lease with the same lender with terms anywhere close to the original lease. Furthermore, no one is entitled to their drive-off (lease) or down payment (purchase) at any time due to trading in the vehicle or selling it. This customer had about nine payments remaining on her lease. Her lease had not matured. Had Clawson Honda done anything wrong we would surely make it right. We have done nothing wrong and deny this customer's request to have her drive-off returned to her and to provide compensation for her self inflicted pain and suffering.

  Customer response

  03/22/2024

   I am rejecting this response because:     The day I went in to see what I can do , one of Clawson Honda employe said it was "weird" that it was not on my credit. If its true that Honda stops reporting to the credit bureaus, she would of said so. All of a sudden my car was in bad condition after i heard from 2 employees that it was in good condition. I have proof of one. that i will be sending. I did not get told anything that was written in the message above that my car was in bad condition, all that was said about the car is wear and tear and not in my control..  I did not get to mature my vehicle because nobody informed me to just keep on the rest of the lease , all the employee kept saying was there was nothing Honda can do for me. I do not owe one single dollar when I gave the car back and I had no choice but to ************** because it wasn't benefiting my credit at all. i would of got a higher payment and who knows if that would of boosted up my credit like Honda says. I gave Honda my car and downpayment and $10,000+ in 3years and  Honda left me with nothing but emotional distress. In my case Honda failed me and I deserve at least something back from Clawson Honda. At least what my malibu was worth and my downpayment.    THE SCREENSHOT IM SENDING OF THE EMPLOYEE IS NAMES ******. THANK YOU
  
  
  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased used vehicle on 7/26/2023 2021 Honda Accord sport. In 2023. Car started making a loud noise we I reversed I then made an appointment to take it in so see what the problem was and they said everything was fine and that the noise was normal.it stop for a couple weeks and around ****** started again but louder took back in 1/22/2024 and they again told me everything was fine and the noise was normal that all those models do that . I have never had a vehicle make that noise . I have a 4 year old and Im afraid something is going to happen but clawson Honda continues to tell me its normal and there is nothing they can do. I believe there is something wrong and I feel unsafe. I was not told at time of the sale and since they say there is nothing they should allow me to get another vehicle in *** of the one I have

  

  Business response

  01/26/2024

  In reference to ID # ********. *******, it was a pleasure speaking with you today. We thank you for bringing your issue to our attention. As I mentioned to you previously, you can be assured that the squealing noise you are experiencing when placing your vehicle in reverse will be rectified. You will not be charged for this service. We do apologize for any inconvenience our misdiagnosis has caused you. In addition, we will provide a loaner vehicle to you as well. We look forward to seeing you next Tuesday for your scheduled appointment. 

• Initial Complaint

  11/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our offices were contacted by ***** ******* regarding a used 2020 Honda CRV he purchased through Clawson Honda (See contract No. ******, Stock No. *******). Since ***** ******* has been requesting the spare key to the above-mentioned vehicle for months now without success. Furthermore, Mr. ******* alleges that Clawson of Honda recently called his sister who is not on the vehicle contract to inform him to pick up the spare key at the Clawson of Honda car dealership location. He is growing increasingly frustrated with the delay and lack of professional courtesy and service he has received thus far as he has been without the spare key for over 5 months which could pose a severe problem in an emergency. In addition, Mr. ******* alleges when he attempted to resolve this matter, the general manager, **** ******* threatened him not to contact his attorney to resolve this matter otherwise he would not compensate Mr. ******* and fill up his vehicle's gas tank. This treatment by Mr. ******* towards Mr. ******* has caused him undue anxiety and emotional distress. He is growing increasingly frustrated with the lack of good faith and fair dealing by Clawson Honda of Fresno thus far. As a result of this unprofessional treatment, he demands that Clawson Honda provide him with the spare key immediately and address the delay in some form of credit or reimbursement to Mr. *******.

  

  Business response

  11/14/2022

  Tell us why here..In response to ID # ********. This customer purchased a 2020 Honda CR-V from our dealership on March 29th2022. Since, Clawson Honda has received several demand letters from this customer. We responded to the April 28thletter by cancelling all aftermarket products on his contract which the customer had requested. Some of these products were noncancelable items that we cancelled anyway. He sent out another demand letter on July 21strequesting an additional key and damages for the stress he has experienced. This customer could not provide any written document showing that we promised him an additional key. We ascertain that by mid-July that this customer was made aware that we found a missing packet corresponding to the stock # and VIN # and inside we found an extra key to his vehicle. This customer claims that he was damaged emotionally because someone had reached out to his sister to give him the good news. 
     From July 25ththrough the 26th **** *******, our Relationship Development Director stepped in and attempted to negotiate a peaceful resolution, not knowing that this was this customer’s second demand letter. On July 27thMr. ******* let him know that there were some recent developments that would preclude him from entertaining Clawson Honda giving him additional aftermarket products for free, i.e. extended service agreement. He explained to him that he was unaware that a first demand letter existed in which we had addressed his concerns and further continued by saying that all Clawson Honda could provide for him was the additional key and a full tank of gas. Mr. ******* never mentioned that the key we had in our possession and the gas reimbursement were off the table. He was conveying to this customer that any further discussions regarding additional reimbursement would have to cease. The customer had known about the key and gas reimbursement but made no attempts to pick up the key. The customer was asked by Mr. ******* when we can expect him to pick up his key and his reply was, “Until I get what I feel I deserve.” 
      On August 11thall of this customer’s demand letters were forwarded to our corporate attorney. Our attorney responded more than once to this customer insisting that he desist in submitting any more demand letters to our dealership. Our attorney also told this customer, as Mr. ******* had, that Clawson Honda is not in a position to do anything more for this customer than to provide him an additional key and reimbursement for fuel.
     The customer refers to Mr. ******* in his demand letter dated August 28thby claiming that Mr. ******* had “threatened” him by saying that if he were to mention attorneys any further that he would receive no additional key or gas. This is not true. The gas and key were never taken off the table during his discussion with this customer in late July. We had possession of the key at our dealership. Prior to Mr. ******* knowledge of an April letter, and as he was attempting to address his concerns, this customer mentioned that in response to a possible offer of resolution that he would have to contact an attorney. Mr. ******* stopped him and responded by telling him that if this customer were to mention any further about reaching out to an attorney that the conversation would have to cease immediately due to company policy.
     This customer has had at least four months to pick up the key we held in our possession. Even after this customer was informed that he was to pick up this key he kept generating and submitting demand letters requesting an additional key. And now, after a great deal of time has lapsed, we can no longer account for this key. We will order a key fob and shank and set an appointment to program the key and cut the shank.
  
  
  
  
  

  Customer response

  11/16/2022

   I am rejecting this response because:
  
  I'm in the process to resolving this claim. I will keep you updated as soon as possible. 

  

  Business response

  11/17/2022

     Concerning complaint # ********. As stated in our initial response, Clawson Honda will not be moving forward from our current position. We will provide a programmed key, cut shank, and reimbursement for fuel. There will be no additional credit or reimbursement from Clawson Honda of Fresno.

  Customer response

  11/17/2022

   I am rejecting this response because:
  
  As I stated in my previous response I am in the process of resolving this claim. I will keep you updated as soon as I can. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date of transaction was 10/22/2022 I am in the market looking for a car, was interested in one at that dealer. They showed me another car that was in my price range and something i was looking for. They allowed me to start the car up and told me the good things about the car. I was very willing to start the process of papers to get this car when I noticed the millage on the odometer and on the paperwork was wrong. I asked to see if the transmission was replaced or not on the car. They said no and saw what the problem was. Whoever made the advertisement of this car and set the price for it priced it wrong. They said they would have to change the price and that i would no longer be able to get it due to them taking it back off the lot to reprice it after they just allowed me to test the car out and said it was in my price range of 25,000 and below. And they would accept my trade in for 5,000 $ to be able to get this car.

  

  Business response

  10/29/2022

    In response to complaint ID ********. This customer came to our dealership with a pre-approval letter from her credit union. The initial vehicle this customer was showing interest in had the wrong pricing guide affixed to this vehicle's window. Upon recognizing that the VIN numbers on the pricing guide and the vehicle were not matching we pulled the vehicle off the line and proceeded to correct this issue. The Vehicle Identification Number (VIN #) is extremely important because this number identifies the Make, Model and certain equipment that comes standard on the vehicle. One of the parameters of the pre-approval letter dictated a loan to value (LTV) of 110%. This means that the principal amount borrowed cannot be more 110% of wholesale book value. Sales tax and license usually makes up for about 10% of sales tax and license fees. That being said, this customer has a trade-in. What is owed on the vehicle is more that the vehicle's worth. Because of the negative equity, we are limited to just a few vehicles that would meet the financing objectives of the credit union and bring the financing in-line for an approval. To compound the issue, we had a way to go and help her secure financing if we were able to show some down payment. The customer said she had no down.

    We are still willing to do what we can to help this prospective customer. We were willing to give her $5500.00 for her trade-in and discount what we could but could not meet the LTV the credit union was requesting. Also, the vehicle that was mis-priced was $4000.00 below what it should have been represented. We are unable to discount that vehicle as requested. I encourage this customer to check our website periodically and reach out to us if her down payment situation changes.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my Civic to Clawson Honda for diagnostics. My service advisor told me my car needs the body control module replaced and the estimated time arrival would be 02/08/2021. It has been almost 7 months now and the BCM still hasn't arrived. As a temporary fix the dealership reset my car so the alarm won't keep on going off randomly. My car lately has been acting up again causing me to arrive late to work, wake up my neighbors and drain my battery. I've been in contact with my service advisor and customer service many times now but they keep on saying "Covid" as an excuse for the delay. I told them I need a solution and they need to reset my car themselves at the dealership like they did before but they refuse to. The only thing I keep on getting told is that I need to disconnect and connect the battery to get by like if I haven't been doing that already. Everything has been taken care of from my end, my insurance has already processed the claim and I paid my part so I don't understand why nothing has been done. Clawson Honda was quick to take my money but after that I haven't been updated and they haven't offered any real solutions.

  

  Business response

  07/01/2022

  In response to complaint ID ********. Clawson Honda sympethises with the numerous customers who have to wait prolonged months until their specific part is received by our dealership. Their are many factors contributing to the manufacturing and delay of automotive parts. The body control module is an important part that many have been waiting months to receive. As of a couple of days ago there were only three dealerships that had this part.  None were willing to sell it to us because of their commitment to their customers. This issue is a factory issue and not a Clawson Honda issue. There is a worldwide chip shortage as well that effects the shortage of electronic motherboard units such as this customer is waiting for. With the part not being available we offered the best advice we could.  We also offered the consumer to come in again if he needed another hard reset to get him by in the meantime. Clawson Honda is not to blame for the worldwide parts shortage and delay. We have done everything to assist this customer.  The Body Control Module has been on critical back order since this requested nearly six months ago. It shows in our system that it should arrive here by the 7th of July. The arrival dates have been changing ever since this part was ordered. Even now, we are not confident it will arrive here next week. In summary, "We are not quick to take customers money." We are a reputable service center that makes right by our customers. Attached is an email thread between our service advisor and this customer. We will repair this customer's vehicle once the part arrives. But once the repair is completed we prefer this customer finds another service department to use. Clawson Honda does not condone language that was used by the customer in his communications with our service advisor. 

  Customer response

  07/05/2022

  Better Business Bureau:
  
  I think if Clawson Honda was honest from the start all of this could have been avoided. All I was asking for was to be updated and for my car to be given a hard reset. I appreciate now that a different service adviser took over. The new service adviser took me seriously and explained the situation to me. I understand now that this delay is a factory problem and it is not just an excuse. I'll glady accept Honda Clawson's offer of doing a hard reset on my car.   

• Initial Complaint

  09/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was taken into this facility 9/7/2021 for repairs and it’s still there 2 months later. Our report/file was given to someone who didn’t contact us until I took the liberty to call clawson to get an update I then spoke to *** who said the person left on a medical leave and he now handled the file . He said eta for car because of parts would be done by possibly august. My husband later got a call saying the car would be done because the part was going to be in soon this was towards the end of july. Anyhow this has just been a back and forth thing with this *** guy who doesn’t return calls in a promptly manner. I haven’t even asked to speak to a supervisor because I took it upon myself to call the Honda corporate who then still didn’t do much. My husband has also spoken to the Honda parts and just like *** they’ve been given different eta dates. I feel this has just gotten out of hand already and I feel like they can’t help me and this needs to be escalate.

  

  Business response

  09/19/2021

    In response to complaint # ********, Clawson Honda of Fresno understands the frustrations by our many customers who, along with Clawson Honda, has to experience a nationwide shortage of parts and their delays in making it to all dealerships across our nation.  I, **** *******, Relationship Development Director, am personally involved in resolving these customer's frustrations.  I am in contact with this party, keeping them updated in real time as to any possible updates to the arrival of their parts.  We have contacted Honda Corporate and designated these parts as critical, essentially moving these customers up the ladder of priority.  What is so frustrating for Clawson Honda is that an ETA is given before the actual parts are pulled.  And, when the factory goes to pull the part they discover the part was pulled and delivered to another dealership.  And then our ETA is adjusted again. There is such a demand for parts that all dealerships within the Honda family are clamoring for the same parts.  

    When Clawson Honda is able to get a tracking number on these parts then we will be in business and able to give these customers assurance that their vehicle will soon be repaired.  Clawson Honda takes our customer's frustrations seriously and is committed in seeing our customer's vehicle repaired to completion soon.

  Customer response

  09/20/2021

   I am rejecting this response because:
  
  Yes **** contacted me Monday  the 13th following my complaint he said their was an eta of the 15th I believe but of course no guarantees but he said he wouks contact me back personally and keep me updated he contacted me on the 15th with the same thing and no more eta but that he would personally call me back again the next day, but I haven’t received a phone call as promised by him . I don’t feel my frustrations are really being taken serious at this point because my issue still really isn’t being resolved and I’m not being contacted as was told 

  

  Business response

  10/05/2021

  In Response to complaint ID # ********, Clawson Honda would like this opportunity to say that at no point have any of our employees done anything wrong in the course of helping these customers get their vehicle repaired. On 09/13/2001, these customers submitted a review on BBB. On 09/23/2001, their vehicle was repaired.  On 09/24/2001, these customers picked up their vehicle with a full tank of gas, a free detail, and oil change. We have fulfilled their desired settlement of repairing their vehicle.
    Other than global retail parts delays, these customers’ overall complaint has nothing to do with employees not calling them back, this or that or anything else they would like to be contentious about. The issue at hand is that this is an auto insurance claim. And it has been one since the day they dropped off their damaged vehicle here in our service center.  Since day one, these customers have not been transparent with us regarding their insurance claim. They have been secretive, overconcerned with the cost of repairs. They personally delayed this claim by at least two weeks because they didn’t let us know that they were sitting on an insurance claim check. They were told at this time that one of their needed repairs was a bent strut. The very part that we wound up waiting on. They kept on asking for a discount in repairs. Who does that? None of us could figure out why they would be asking for a discount on automotive insurance claim work. On Friday, 09/24/2021, their vehicle was delivered to them. But they only paid our cashier $500.00 of the $1291.31 that was issued to them by their insurance company. They were instructed by our assistant service manager that they were to pay the $1291.31 that evening. Today’s date is 10/1/2021, and Clawson Honda has still not received the $791.31still owed us by the customer.
    Clawson Honda has limits to what behaviors we will subject our employees to. These customers have publicly maligned all those employees who were involved in helping them.  It’s unclear at this time if we will proceed legally. Going forward, Clawson Honda prefers that these customers do business elsewhere.
  

  Customer response

  10/07/2021

   I am rejecting this response because:
  I cannot believe the response from Honda clawson and I cannot believe that they would see us out to be malicious in any way . I think that they don’t want to take responsibility for their negligence in all this. All of the employees here were simply incompetent and none of them seemed to know what was going in regards to our claim. Yes this was an insurance claims and we notified them from the beginning that we had this check for them obviously when the job was completed we were aware that we had to pay our deductible of 500. Also they misquoted at the end when we went to pick up our vehicle and had a different amount then the one quoted. The day we picked up the car and spoke to the service manager ***  admitted they failed to order a part not mentioned needed without the authorization of us the customers or our insurance they filed the  claim on their own with our insurance for this particular part on the day of us being notified to pick up vehicle , which  also prolonged the vehicle being repaired.  Why would they order a part not in the original quote/invoice and  repair without prior consent ? Shouldn’t the customer be notified if the quote has changed from the beginning???? Had their not been so many people involved in this and had one competent person handled this correctly their wouldn’t have been need for all this . But the incompetence of Honda clawsons employees led me to complain. The fact that no one returned our phone calls for updates was the bigger issue as I explained to the regional manager ****. Being on hold over a period of time of over 40 minutes is unacceptable for any company is the issue as well. If you go to a business and get quoted a certain amount you expect to pay that amount not to get there and pay more . We clearly stated to all the reps we spoke to that we had the insurance check never did we deny payment why would we when our insurance was paying , I told **** I would mail the payment and he provided me with the address and cashiers check was mailed . Once other claim is processed and when insurance mails check that payment will also be issued in a cashiers check . Honda clawson failed to give the correct quote and now is billing my insurance again and this has caused my insurance to go up which from the beginning when I spoke to someone I wanted the quote because that would determine if I paid out of pocket or filed claim with my insurance depending on the amount of damages. We have not publicly maligned their employees harshly as Honda clawson states. We cannot help that the employees are not trained correctly for how to handle these claims/situations something as simple returning a phone call!!! Also in response car was not delivered to us we picked it up at the dealership. And we would never do business here ever again and will gladly take our business elsewhere! We thought it would be a good idea to take our vehicle here since it was purchased here but it turned out to be a nightmare in return for us I’m glad to have my vehicle back and hope I hope no one ever has to go through this moving forward I hope also the employees receive some sort of training on how to return a simple phone call to a consumer because a few simple phone calls  could have avoided this whole situation. 
  
  

• Initial Complaint

  05/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  . I bought my latest car from Clawson on the first of February, 2021. I refinanced the purchase the next month with a local credit union. The credit union offered me a better GAP rate so I agreed to buy it and cancel the existing GAP (and the extended warranty and key agreements) The credit union drew up the cancelation notices and sent them the Clawson. After several weeks of hearing nothing, I called Clawson 3 times to try to find out if they had received the notice of cancellation. No one took my calls in Finance and no one ever returned my calls or responded to my messages. Then I went there in person and delivered copies of my documents. No one was "available" to see me so the docs were left with the information desk. I waited again for two weeks. No response, so I sent the documents certified mail. (also sent certified to the insurance co.) No response or acknowledgment was ever forthcoming from either party. No response whatsoever from anyone to date. 4 months.. nada

  

  Business response

  05/17/2021

  In response to complaint ID ********.  This customer's voiced frustrations are legitimate and we sincerely apologize for the continued effort this customer put forth in attempting to cancel some aftermarket products he purchased.  Last week this customer posted a review on another social medial platform.  We researched our data base but could not determine who authored the complaint.  We do care deeply about both our customers and our communicative procedures and constantly attempt to to aid all our customers by forwarding their specific issue(s) to the proper department or individual that can be of most value in rectifying their issue(s) at hand.  This did not happen for our customer unfortunately.  Clawson Honda will be sending refunds to this customer's credit union.  The prorated refund amount for Gap Insurance is $778.16.  And for the Key Replacement Insurance the prorated refund is $421.63.  Clawson Honda will issue a check immediately to this customer's credit union rather than wait the 60 to 90 days for us to receive the refund and then issue these amounts to our customer's credit union.  Going forward, we would like to retain this customer longterm by restoring our customer's trust in our organization.

  Customer response

  05/18/2021

   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.

  
  

  The business associates who contacted me were courteous and apologetic.  They have indicated that they will resolve the issue at once.  If such is the case then I am satisfied with this resolution.  

*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. ↩