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:04/01/2025

  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.

  i purchased a vehicle at norm reeves irvine on march 31, 2025, through the ****** auto program. when i mentioned that i was financing through my navy ********************, the dealership became visibly upset and repeatedly refused to show me the ****** auto program price sheet after taxes. instead, they kept pressuring me to finance through them.they also misrepresented a document they had me sign, telling me it was for something else when it was actually a credit application. after signing, they falsely claimed they needed to run a soft pull because my navy federal check wasnt a cashiers check and they had to verify my identity. this was completely untrueit was a hard inquiry. when i confronted the finance manager, they continued to lie and insist it was only a soft pull.i contacted navy federal, and they confirmed that the dealership had no valid reason to check my credit. my loan draft was fully acceptable as issued, and a cashiers check was not required. navy federal even advised me to dispute the hard inquiry with experian immediately.this situation has been extremely frustrating and concerning. the dealership acted dishonestly and misled me about the credit inquiry. i want this hard inquiry removed from my credit report, as it was done under false pretenses and without legitimate cause.

  Business Response

  Date: 04/02/2025

  Dealership will look into this complaint and acts as appropriate. The business has practices in place for verification purposes of OFAC compliance to ensure against fraud, and that is why credit is run irrespective of how the car is being paid for, either by check, cash, or 3rd party financing. Navy Federal does sell cars and does not control what happens at the store level but the business will look into the situation to ensure we followed our process.

  Customer Answer

  Date: 04/02/2025

  this response is unacceptable because it doesnt address the real issue. the dealership falsely claimed the credit application was for something else and then misled me by saying the inquiry would be a soft pull when it was actually a hard pull. their claim that they run credit for verification purposes contradicts what ************ told memy loan draft was fully valid, and a credit check was unnecessary. other dealerships do not automatically run credit for customers using pre-approved financing, so this is not standard practice. instead of taking responsibility, they deflect by mentioning navy federal, which is irrelevant to the fact that they misrepresented the process and harmed my credit. i wont accept this response because it fails to resolve the issue. i want the dealership to acknowledge their wrongdoing and take steps to remove/assist me in removing/assist experian in removing the unauthorized hard inquiry from my credit report.
  

  Business Response

  Date: 04/14/2025

  No further action will be taken as the business followed its policy of ID verification. The business has conducted training and apologize that the communication was not better. The company also wishes to thank the customer for their busines.

  Customer Answer

  Date: 04/18/2025

  this response is disappointing and still avoids accountability. the issue isnt just about communicationits about misleading conduct. i was told the credit application was for something else, and then told the credit check would be a soft pull when it was a hard inquiry. thats not just poor communication, its dishonest and fraudulent. falls under identity theft through the credit bureaus. saying they followed a general policy doesnt excuse lying about what i was signing or misrepresenting the nature of the credit check. i reject this response because it does nothing to resolve the actual harm caused. i want the dealership to take responsibility for the misinformation and have the hard inquiry removed from my credit report. a generic apology and training isnt enough.
  
  

• Initial Complaint

  Date:12/03/2024

  Type:Order 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.

  I bought a 2022 Honda civic from the norm reeves Honda in irvine, ** on Saturday November 30th. I signed paperwork where I was told I had a deal of $509 for 84 months with ****************************. Its all in my paperwork that I signed and the salesman signed. I get a call from the same salesman on December 2nd stating that I wasnt approved for that loan that I agreed to and signed and I need to come back in and agree to a new deal. I told him that I would have walked if it was any other deal because it wasnt in my budget. The manager there then told me that they would start taking money out of my down payment for excessive use of the vehicle and exceeding 100 miles a day. The salesman let me walk away with a car that I bought in my name fully thinking I had a deal set and I was good to go such as he said I was. I want a solution of a better deal or let me give back the car with a return of all my money I have given them for the car. I feel like I was wrongly doing business with them and I was scammed into a car with my father present.

  Business Response

  Date: 12/04/2024

  Business has under California Law 10 day to assign the contract to a lender. If financing is unattainable the business is required to notify the customer. We have done that and subsequently rewritten the contract per terms of an existing approval. no further action is required.

  Customer Answer

  Date: 12/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ******
  
   
  

• Initial Complaint

  Date:11/03/2024

  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.

  Good afternoon,In 2018 I leased a brand new 2018 Honda Accord for three years terms ****** miles per year from Norm reeves Honda Irvine. In 2021 the lease term was due so I decided to buy the car with ***** miles.The dealership sort of forced me to buy an extended warranty for $2966 that will cover 72 months or ******* miles over the current mileage which will cover the vehicle to ******. That.been said, Honda has recently issued a recall for all accords 2018 and newer for fuel pump failure. After a long battle with norm Reeves Honda dealership to replace the fuel pump to satisfy the recall. They took in the car and claimed they did the recall. However, the same day I received the car it was not functioning well. I had to pull up to the side road and turn it off then start it again. Two days later the engine heated up so I took it straight back to the dealership and after diagnosis, they said that the coolant is leaking and the gasket needs replacement. Which they quoted me $2950. So I asked them to pull out my warranty that should cover it. The next day they said that the warranty wouldnt cover it as its expired. My car has ****** miles. Even though in their system at the service department it shows my car is covered to ****** miles. I have been without a car for the past two weeks and I feel that I was Scammed legally and I cannot do anything about it. Below I attached the warranty contract and a screen shot from the dealer service system showing that my car is covered to ****** milesI hope you would be able to help me.

  Business Response

  Date: 11/06/2024

  Service contract expired at ******* miles. The business has offered to split the repair and are awaiting a response from guest. 

• Initial Complaint

  Date:05/23/2024

  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 was sold a ***** infested 2022 Certified Honda Pilot. I purchased it just a week ago on 05/16/2024 using my banks ******************** Two businesses were involved in the transaction and they are not allowing me a trade. Im not even asking for a refund I just want a different car thats not ***** infested. Aside from it being ***** infested the maintenance light also turned on same day I drove it home. I asked for a courtesy maintenance and have not received anything as of yet.

  Business Response

  Date: 05/23/2024

  Business has offered to re-detail the vehicle and inspect for any evidence of infestation. Also, the business can diagnose and remedy any mechanical issue with the car. The customer purchased the car through a car buying service and has been in touch with their contact to resolve the issue.

  Customer Answer

  Date: 05/24/2024

  Business is allowing me to return vehicle at no cost. I would like to cancel this complaint.

  Business Response

  Date: 05/25/2024

  Business and its partners have been in contact with the customer about resolving this matter

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair 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.

  The financing department failed to thoroughly do their job and never called the lien holder for the payoff amount for the truck I was trading in, which resulted in them not paying off the actual balance of the vehicle, only the principle balance. They also waited 21 days to send the bank the payoff check, resulting in me being charged another monthly payment as well as interest. I have called numerous times and left numerous messages and was never called back. I finally spoke to the manager of financing but he never followed through with actually reimbursing me for their failure to do their job. Standard practice for financing and vehicle pay off is to call the lien holder to get the pay off amount. I could have given them a fake amount and profited because of their failure to verify. I am owed $152.

  Business Response

  Date: 01/29/2024

  The business will reach out to the customer to seek resolution. 

  Customer Answer

  Date: 01/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair 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.

  I had an appointment to have my truck serviced on Fri December 17, 2023. My husband and I dropped of our vehicle at the night drop around 7 pm on Thursday Dec 16. During the process of dropping the truck and key at the night drop location I shut my truck door and immediately realized that my husband had left his very expensive ********** Prescription Sunglasses in the car. Unfortunately I had already dropped the key down the night drop slot so I was unable to unlock the car to retrieve them. We have been long and loyal customers of Norm Reeves so we trusted the glasses would be safe. After having the truck serviced my husband went to pick up the truck. He noticed almost immediately that his sunglasses were no longer in the truck. My husband has bad vision and had a difficult time driving home without the prescription sunglasses. We reported the incident to ******* (Our Service Rep), he told us that the mechanic claimed not to see the glasses. We know for a fact the glasses were there when we dropped off the truck. ******* stated he was going to contact his management team and get back to me. Today, 4 days later I have still heard nothing. Last night I had to replace my husband's glasses. The replacement frames were $221 and the prescription frames were $414. We are also having to wait about 14 days for them to be ready. To make matters worse my husband and I are leaving town for the holiday and without his prescription sunglasses I am going to have to do all 7 hours of driving myself. More than anything we feel like we can't trust the dealership that has, up to this point, been so good to us. We've spent a lot of money at this location in the past and planned to be life long customers. We are asking for the dealership to at least refund the $187 we paid on Dec 17th for service. But in all reality we feel that a 50% reimbursement of the money paid to replace these glasses would be the right thing to do. We would appreciate a reimbursement of $317.50.

  Business Response

  Date: 11/27/2023

  The business contacted the customer and was informed that they found their glasses. No additional action is necessary. This compliant was essentially filed in error.

  Customer Answer

  Date: 11/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair 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.

  I currently live on Oahu, ****** and I began a travel RN contract in ********** back in February 2022. I decided to purchase a good vehicle for my year of travel nursing with plans of shipping the car back to Oahu when finished. Norm Reeves Irvine sold me the 2020 Honda Civic with full disclosure that I was a travel RN and what my plans were with the car. During financing, I was presented with the *************** warranty through ************. I was told that this was a great way to keep my car looking good and clean for 60 months with this yearly upgrade option. I made it clear that I was shipping the car back to Oahu, and the finance guy told me it was valid at any Honda dealership and was transferable outside of ****** Reeves. Therefore, I purchased the warranty. My next travel assignment was in ***************, **. Before moving back to Oahu, I attempted to use this *************** warranty in both ***************, ** as well as ********, **. Both locations stated they did not provide this service and would not honor this warranty that I purchased through ****** Reeves. I shipped this car back to Oahu and contacted all three Honda dealers (*************************, Honda Windward and Pacific Honda), and all three advised they either did not provide this warranty service or would not honor the ****** Reeves warranty. I contacted General Manager *********************** and he said he would look into it. I then received a phone call from a another sales employee stating that the Honda dealers on Oahu should perform the cleaning and then contact Norm Reeves Irvine for reimbursement. This employee stated, "If they don't do this, they are bad dealerships." I called all three dealerships again on Oahu, one did not offer a cleaning service, the other two said they would not call another dealership for reimbursement. I contacted General manager *********************** via email, never heard back from him and was never refunded the $1100.00 for the ************ that I am unable to use.

  Business Response

  Date: 05/08/2023

  The company has agreed to a goodwill refund customer has requested, and the compnay has been in contact with the guest about the situation.

   

   

  Customer Answer

  Date: 05/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:03/15/2023

  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 purchased a 2022 Black Honda CRV at Norm Reeves Honda on Sept 16th, 2022 for $32,592 (pre-tax, title, and license). During the 5.5 months of owning this car, there were many issues, none of which were ever resolved by Norm Reeves Honda. The faulty car has left me stranded in unsafe neighborhoods, oftentimes missing important work-related meetings. The ** insisted it was a faulty 3rd party alarm. I did every indicated repair that Norm Reeves Honda asked for, and each time I was left stranded. In addition, I was lied to by the staff saying that Lemon Laws didn't apply to used cars. Here is a list of each occasion: 9/18-the car unexpectedly locked me out with my keys inside the car, called AAA. 9/19-key locked inside the car, called AAA. 11/2-keys again lock inside the car, had to call AAA - took the car into Norm Reeves, they replaced some alarm part, claimed it was an alarm issue. 12/15-more issues, Now the engine won't turn and alarm goes off. Took my car to Honda of ********, claimed it is likely a BCM Module issue. 1/15-Norm Reeves still claims it's a 3rd party alarm issue-SWDS installs a new alarm. Repairman claims this is an electrical issue. 3/10-my car engine won't turn over, I'm stranded with my alarm going off. AAA comes again. I have spent over 20 hours stranded and on the phone trying to resolve this. I've missed multiple days of work and planned activities. 3/11-I go to Norm Reeves to do a potential full trade or buyout. They refuse, and after days of arguing with them over my Lemon, they offer me a $28k trade-in. I feel extreme pressure between work + all the time it's taken, I take the trade deal. I'm losing over $4k on the trade-in, my new car payment inflates over $120 a month. I consult with car industry people + a Lemon lawyer, and I am informed of my rights. This is a very dishonest and shady business. I was manipulated into thinking my first car was NOT a lemon, lost 4k, and rushed into buying another car. I want a buyout of the $32,592.

  Business Response

  Date: 03/16/2023

  Customer accepted market value for the trade of 26k. Business has offered the Customer 2 options. ********* for the trade as good will.  2) unwind the vehicle. Customer needs to make a decision by 3/17 to rewrite or unwind

  Customer Answer

  Date: 03/16/2023

  You sold me a faulty, not drivable car. I went through SIX months of h*** I did EVERY indicated repair Norm Reeves asked for, and each time I was left stranded (as documented) $28k is NOT an acceptable offer. The 2022 CRV car is a Lemon, I want a full refund $32,682.  Sticker Price was $30,987 + $1695 (Forced to purchase accessories package) Grand Total $32,682. 

  Business Response

  Date: 03/17/2023

  Customer retuned the vehicle in 3/17/23. Issue is resolved

• Initial Complaint

  Date:09/14/2022

  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.

  I took my car to here for replacement and repair for car accident and the opposite party insurance was reimbursing and paying them directly. However they never did the repair for my car the way I asked them and they lied about extra cost that the other party rejected to pay which the state farm insurance was responsible to pay but they repaired and buffed my headlight and bumper without my permission which I asked only replacement. They said the opposite insurance did not cover which I contacted state farm And they said they never mentioned . They never make effort to reach out and let me know about the process and ignore the customer

  Business Response

  Date: 09/16/2022

  The **************** was instructed by the customers insurance company, State Farm,  to repair and not replace the headlight. The business was following the estimate writtten by the insurance compnay. We will attemp to submit a supliment to State Farm, and if approved we can replace the light.