ComplaintsforSpreen Honda, Inc.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was made an offer on 4-1-24 to sell my ****** Juke to Spreen Honda *************** by the sales manager for $1,800 for trade-in and $4,000 to just sell. The next day, the dealership lied and said they only offered $1,800 to trade in and just sell the car to them.

  Business response

  04/03/2024

  Any offers made towards trade ins or outright purchases are for that day only.  If you would like to sell us your car, please bring it in for an appraisal.  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 30, 2023, I scheduled an appointment to purchase a vehicle through the Costco Auto Program. I came in with approved financing and a blank check (from MY choice of lender) ready to purchase a vehicle. I made it very clear that all I needed was the cost of the vehicle and trade-in value for my 2016 Honda Civic. I specifically asked (x3) that my credit no be ran as there was no need since I was there solely to purchase a vehicle and NOT to negotiate terms. I was reassured multiple times by the "product specialist" that it would not happen (x3). I was also informed that the Internet Sales Manager would be speaking with me about the discounts, which she never did. Shortly after, I began getting mobile notifications through multiple credit monitoring systems that Spreen Honda had made a hard hit credit check. When I confronted the employees involved, I was told it had been a "mistake." I request Spreen Honda make corrections to my credit report i.e. remove credit inquiry. Furthermore, my vehicle registration card was kept and I am seeking the dealership return it or be liable for reimbursement of fees for replacement.

  Business response

  08/15/2023

  Hello *****,

  we tried to resolve this matter with the customer over the phone for over 30 min, to no avail. It was a mistake made by one of our desk managers. We have attempted to resolve with the credit bureaus with no fix. The customer did not care for the apology, or to reason with us to any shape or form. To him it was the principal. We are still currently trying to resolve the inquiry with the credit bureaus at this time and will notify the customer as soon as possible. Thank you

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Dec 2022. Accidently drove over a imaginary island. Driving at night, behind place of business. To make a right turn on Hamner , in the city of Norco, Calif. As a result accidently damaged the under carriage of my Sub -Frame. 2013 Honda Civic LX. Vin : *****************. I noticed metal precluding. Had car towed to Spreen Honda. After inspection was informed damaged and bent , Sub - Frame. Was encouraged to use my car insurance for help. State Farm Insurance. Claim number : Filed a insurance claim. Claim number : *********. State Farm maile me a hard check to pay car dealership for repair. The amount was for $1,927.86. State Farm paid car dealership $3000.00 plus. For parts and labor. Dealership kept a ( Right Fender Liner ) could not place on car. Mechanic implied the holes will not match. State Farm sent a used Sub-Frame. Could not go on my car. It was a Sub-Frame for manual transmission. State Farm sent another used Sub-Frame. Service Advisor : ****** ****** stated could not use. Because Sub -Frame was dented. Service Advisor ****** ****** informed insurance company had a brand new Sub-Frame exactly for my car. Insurance company agreed to pay for new Sub-Frame. Went 07:30 A.M. for parts and labor at Spreen Honda. For installation of: (1.) Brand new Sub-Frame. ( 2.) Control Arm. ( 3.) Heat Shield ( 4.) Inspect struts for damage. ( 5.) Car alignment . ( 6.) To use the brand new ( RIGHT FENDER LINER ). Part number : ***********. This part number given by parts employee Jim. Reference number : ********. After 1:00 P.M. Friday drove to Fed Ex in Redlands. On Orange St. The Fed Ex was under construction and closed. Drove west bound on the 10 freeway. I was driving about 50 miles an hour on the number 3 lane of freeway. The ( RIGHT FENDER LINER ) came off car. Went under car scratching the bottom of Engine under carriage or Sub-Frame. There is no Highway Patrol or Cal Tran blotter report showing debris on freeway. Between Orange St & Mountain View. Want repairs.

  Business response

  02/13/2023

  Hi ****,

  
  

  I have been speaking to ****** your service advisor. Your advisor has told me we are repairing your vehicle at no cost to you. We had to order the needed part ( Fender Liner Passenger Front). ****** will be calling you when parts arrive.

  
  

  Thank you & Respectfully,

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Buick Enclave from them, had a 30 day limited warranty. 5 days after warranty expired non-stop issues with the vehicle. I have spoken with multiple representatives at Honda and all were very rude the last person I spoke with told me “ Well your shit out of luck” I told him I was going to be reporting them to the BBB.

  Business response

  09/15/2022

  Hi ********,

  
  

  I am a bit confused. You had stated you had purchased this vehicle a little over a month ago? I am showing you purchased a 2017 Buick Enclave back in December 1, of 2021 with 64,733 miles. Did you purchase an extended warranty? What is your current mileage? What is the actual complaint or issue that you are currently having?

  If you could help me with those questions I am more than happy to help.

  
  

  Thank you,

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went for Oil change and Tire Rotation [Total cost 102.36] on 08/22/2022.As you can see they charged for Oil change and Tire Rotation. I already Marked the wheels so I can prove the tire rotation was no not made. As usual, for the second time the dealer did not rotate the tires [ Same incident happened on 06/10/21 and the dealer did not make tire rotation but charged me ]. When Confronted with the dealer , the next day and told that I have proof that the tire did not get rotated , they asked me to all the way [ 25 miles one way] to go and get the tire rotated. Now when I check , the Maintenance minder is not reset and it displays maintenance required. There is no sticker that says the oil changed . Now I am no even sure that the oil got changed as i have no way to find. So will all the hassle that I went through and spending money and time to get tmy tire rotated an not not knowing that the oil was changed [ because the car is not marked with oil changed and next oil change due and the maintenance minder is not reset, I request refund of the money paid for the service [102.36] + 100$ for the loss of time and money spent on the trip to the dealer. I am not even asking for refund for the previous service and tire rotation that they did not perform but charged me the money. Thank You

  Business response

  09/15/2022

  Good afternoon Sai,

  
  

  The tire rotation should of been done and completed as was instructed on the work order. We are handling this case internally and checking footage for what took place.

  We respect all our customer services and take this very serious. I will be refunding you the entire invoice due to this over sight. The refund will credit your credit card that you paid on 8/22/2022 on RO# ****** in the amount of 102.36. 

  I appreciate your patience in this matter and apologize that you had to experience that here @ Spreen Honda. We also left a Complimentary tire rotation in your file to be used anytime.

  
  

  Respectfully & Thank you,

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a lifetime Honda guarantee from Honda of Corona and Spreen had bought Honda of Corona and does not want to go by Honda Corporates Rules.

  Business response

  08/29/2022

  Hi ******,

  
  

  This appears to be a error on the advisor that was helping. He thought it was purchased under the old ownership. This was for Lifetime alignments that was purchased from Spreen Honda Corona. We will honor this at anytime and your records have been updated. Thank you.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bring my car on August 15, 2022 to Screen Honda. I was told that starter need to be changed. The salesperson told me that cost of the part is $700 and labor $350. When I received invoice, the price of the part was $509, and labor $540. I was told they decrease price of the part to pay the workers more. When I drive the vehicle, it was shaking. Car was not checked by the dealer when they return it to me. I came back, but it was too late, they told me to come next day for checkup. When I come back next day I was asked to pay $180 to check up, and I was told that if it is their fault, then I do not have to pay. I request the manager. ********* ******** told me, that part is refurnished, and if car turn on, everything is working. They refuse to do inspection. I was told it has mounting problem. May be it is, but I asked to check starter. I pay $1050, and my car is not fixed?

  Business response

  08/17/2022

  Hi ******,

  
  

  I can certainly understand your frustration. I am understanding that your vehicle was towed in and repair order for that day states; "Customer states the starter is inoperative advise and replace if needed. 

  Found cause to be a defective starter motor. Correction; Replaced starter motor. Tested vehicle and it started with no issues. 

  
  

  Now that car is running as it was not when it was towed in, now you as customer are stating it has a misfire. Vehicle has approximate 184,731 miles and now we must diagnose a different problem resulting in the present misfire. 

  
  

  We never ask for the diagnostic fee to be paid up front. We simply ask this for the needed diagnostic work that we must pay a technician to oversee and diagnose and apply that fee to the needed repairs. 

  I am unclear as what we did wrong in this case but do understand and emphasize with your vehicles current status. 

  
  

  Please see me personally or email myself at ***@spreen.net.  I will run some test to see what the current misfires codes are presently and hopefully see why the vehicle has a misfire. Hope this helps and appreciate as our customer.

  
  

  Thank you,

  Customer response

  08/21/2022

   I am rejecting this response because:
  1. I was not inform, that part is not new, refurnished. is cost of refurnished part is $500?

  2. I was told the cost is part is $700. In invoice it is $510.

  3. I was told that the difference in part was paid to technician. Why for my expence?
  4. I was asked to check the condition of the starter after repair, because vehicle is shaking when I start the car. I did not asked  to check other parts and I am not going to do repairs in your dealership.

  5. I want to get the reimbursement in part price. and I want to know the labor price also.

  Business response

  08/26/2022

  ******, 

  
  

  Thank you for providing the repair order information. I performed an audit on the repairs that were made. After review the starter in question is a remanufactured starter that comes directly from American Honda. On a 2006 Model vehicle this is the only factory starter available. They all come as remanufactured starters. The internals of the the starter motor are completely new and only the cases are re used. The starter comes with a 3 year or 36,000 mile warranty.

  The parts pricing is correct and list price is 506.99. On your behalf I referred to ALLDATA labor pricing. ALLDATA does show a lower labor time set to replace the starter. Total ALLDATA time calculated which includes Starter Circuit testing the labor should reflect $359.10. You had been charged 540.00. This reflects a credit/refund of  180.90. Upon your approval I will refund this back to you.

  
  

   I apologize for any inconvenience this has caused and our team is reviewing this Internally.

  
  

  
  

  Thank you,

  Customer response

  08/31/2022

  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.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my vehicle for recall repair through honda. During the 8 and 1/2 hours that my vehicle was in the service department I was never presented with any additional recommendations for service on my vehicle. When I showed up to pick up my vehicle there was an additional line stating that I had "declined service(s)" recommended. I questioned the service associate about this line of service added to my invoice. He admitted he never presented me with any estimates for additional Services recommended. I said since this is a false statement can you please remove it from my invoice, the service associate then refused to remove the false statement from my invoice. I asked him if he could get a service manager to remove it and he said they were unavailable. The services associate said he would remove the false statement of recommended services from my invoice only if I agreed to pay the total of the services recommended. I don't feel that I should have to sign an invoice with false statements on it or have to pay money that I don't have just to get him to remove his mistake. I am sure I'm not the only customer that has been treated this poorly from this dealership and I'm sure I'm not the only customer that has been steamrolled into paying for services they never were even presented with in the first place. How can I decline a service if I never even knew it was recommended. I've never been treated this badly from any business. This service center does not run with integrity and businesses shouldn't be able to thrive if they are not honest with their customers.

  Business response

  07/18/2022

  Hi *****,

  
  

  I see this was your first visit here at Spreen Honda. We completed your vehicles recall for the Power Steering Hose. The Recall was set about due to the fact it could rupture and cause a possible fire. We completed this and replaced the affected part. As part of our service we found additional leaks at the Power Steering system. As noted on the Repair Order we had found Power Steering Pump & Power Steering

  Rack leaking. We also noted two tires that failed our Inspection. The Advisor had sent those recommendations via email and certainly apologize if he did not verbally go over those items with you. If the recommended items are note addressed at the initial visit and no other work was performed we must reflect that you are aware of the recommended items and reflect that on the repair order.

  You incurred zero cost at this visit and we performed 13-012 Power Steering feed hose  recall at this time. Please note recommended repairs of the following items found at Inspection that should be repaired as soon as possible. Thank you for choosing Spreen Honda.

  Business response

  07/18/2022

  We can not remove or add any content to a closed invoice. What can be done at this point is we can refer to the repair order in question when you return for those items to be repaired and note all Power Steering Systems have been repaired of all leaks. Customer returned at a later date to complete leaks found at Inspection. The most important issue here is to be sure that the customer is aware they have a potential problem and assure the customer is made aware for safety purposes. We do apologize for the loss in communication in this situation and appreciate you reaching out to us. Thank you,

  Customer response

  07/19/2022

   I am rejecting this response because:
  
  
  

  When I left the organization, Spreen Honda of Loma Linda, CA on Friday, June 16, the service associate stated I could return the in the next few days to have a manager remove the verbiage that was falsified. This means that either the associate that helped me also lied about a manager being able to help me remove the false statement or he, himself, or another employee of Spreen Honda of Loma Linda, CA closed this repair order without addressing the customer's concerns. This translates to without presenting me with recommended repair choices this service associate or a manager went ahead and closed this repair order without presenting any recommended repairs to the customer. The associate in service center never actually performed his job; the customer was never made aware of any recommended repairs and the verbiage he added to my repair order is false. This also translates as the manager at Spreen Honda of Loma Linda, CA is also aware that these statements added to my repair order are false and willingly allowed his staff to close out a repair order containing false statements and never addressed the customer's concerns the day of her visit. Both of these actions are morally unsound and the organization seems to operate with low ethical standards. If the service manager and the service associate are both aware that me, the customer, have not been notified of any recommended repairs and still allowed a falsified statement on my records after I asked it to be removed, then there is an even bigger issue with the way this organization operates at this location. This means that Spreen Honda of Loma Linda, CA also has a manager, someone in administration, that is allowing operations of questionable standards. 

  With assistance from the BBB, my intention was to alert someone in administration to these questionable standards in the hopes that someone could encourage the service staff, and this service associate in particular, to improve their customer service skills and future customers would not be subjected to this type of, unethical and, discriminate behavior ever again.

  As it stands, on my end, it sounds like the administration or the service manager is willing to allow falsified statements on repair orders, willing to allow unethical and discriminate behavior from service staff to customers, and is also willing employ service staff members that do not perform even the minimum tasks required of their position. 

  This service member never did his job; he never presented me with any additional "recommended services" therefore he committed perjury during my service visit. I am taken back that the administrators at Spreen Honda of Loma Linda, CA would allow this type of treatment initially then turn around and give the customer such a great deal of anguish just because the customer wants an ethically sound Repair Order on their record. 

  Your organization is operating on such low-moral standards that I am in a state of disbelief. 

  My concerns have STILL NOT BEEN ADRESSED. 

  The service associate stated a manager could address my concerns; I sure hope that was not a falsified statement as well?? ??

  Until someone from this organization can understand that I will not have falsified records under my name under any circumstances, then this BBB complaint will NOT go away. This issue will continue to be problematic until someone from Spreen Honda of Loma Linda, CA, preferably someone in administration, can address my concerns and remove the falsified verbiage from my record.

  
  

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 8, I took my car in because it had a recall. They were not able to do the recall because they did not order the parts I needed in time so I proceeded to do an oil change. After I picked up the car, I noticed that my car was damage. There was a crack on the front driver window. I informed them that and told the manager that I did not have that crack on my window before I came. They denied responsibility saying I was at fault without any proof of their claims. I asked for video footage of my car and how the window looked like when I arrived to the dealer. The manager said he would place a claim to TI to do that for me. It has been over four month, and they have not contacted me or provided video footage of my car.

  Business response

  06/10/2022

  Hello ********,

  
  

  I would like to schedule a time with you that I cam personally inspect this issue. Please let me know when you would be available.

  
  

  Thank you,

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car on 9/19/21. I wanted to return the car as I understand was California law, but the dealership refused. So I cancelled the Portfolio Protection Plan on 9/21/21. They owe me a $2000 refund. I paid $5,000 in cash when I purchased the car and was told I would get a check refund mailed to me. After 15 calls and 30 days, they have still not processed the refund. I have been in constant contact with American Honda corporate, but they seem unable to get Spreen Honda to do anything. The Honda Financial Services with whom I financed is unable to help as well. As of 10/19 I'm told I will not receive a refund, but it will be posted to my auto loan, but this will not occur before the end of the year. As of today they have not processed the refund and claim it will take 45 days from November 1st when the might get around to processing the paperwork. Aren't there laws to protect consumers? How were they not required to follow the 48 hour law on a car purchase return?

  Business response

  10/20/2021

  To whom it may concern,

  
  

  Cancellation process usually takes 6 weeks.  Spreen Honda was able to expedite this one and process it sooner.  Full refund for Portfolio plan was sent to Honda Financial Services on 10-08-2021 and will credit ******** ******* loan.  This check cleared our bank account on 10-19-2021 and will credit ******** ******* loan.  This should reflect on her next billing statement.  Thanks

*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. ↩