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:05/27/2025

  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.

  Got the car last night and the car is a complete lemon smokes ,giving burning smell,trouble driving ,wheel alignment almost made me crash with my son last night after they said they would fix it

  Business Response

  Date: 06/09/2025

  Hello 

  I was just informed that the vehicle went through a unwind process and was completed, customer no longer has vehicle.

• Initial Complaint

  Date:04/08/2025

  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.

  On January 31, 2025, I purchased a 2025 Honda CRV Hybrid from Honda of Downtown Los Angeles. At that time, I paid $1850, plus $175.75 tax for an additional **** Security Package. After a few days, ***************** contacted me to let me know that the security system needed to be installed. I contacted ****** ***** on 2/17/2025, Finance Manager, to request a refund for the security package. It was understood that the system would only need to be activated - not installed. I chose to not have anything installed after-market. ****** ***** was non-responsive. I then tried to reach out to *********** to try to support and get them to respond. ******* at *********** spoke to ***** ******, Finance Manager, and he subsequently reached out to me by phone. On March 3, 2025 ***** and I spoke and he shared that they would refund me the $1850 and that it would take 10 days for the refund. He indicated that the funds would be sent to Honda Financial, since I financed the vehicle through them. I was sick the whole month of March and it was challenging to go into the dealership. After trying to reach out for a couple of weeks to follow up and after having ****** Auto reach out again, I finally went to the dealership on 3/29/2025. At that time, I met with ***** ****** in person and requested proof that the business office had initiated my refund. He informed me that the refund would not take 10 days, but 6-8 weeks. At that time I requested proof that the refund was initiated on 3/3/2025. He informed me that the *************** is not open on the weekends. He informed me that he would request proof on Monday, 3/31/2025. I sent him a text to his direct cell phone number on March 31 and he did not even open the text. I called the General Manager to request the information and he also did not respond. I called ****** Auto again and they are responsive to me, but when they reach out to the dealerships, they do not respond to *********** about this issue.

  Business Response

  Date: 04/08/2025

  CustomFrom: ***** ******
  Sent: Tuesday, April 8, 2025 9:42 AM
  To: *************** <***************>
  Subject: ALARM REFUND
  
  PLEASE FIND ATTACHED YOUR THE CHECK WE SENT OUT TO HONDA FINANCIAL. ALSO, PLEASE EXCUSE MY DELAY IN SENDING YOU THIS INFORMATION. 
  
  er was contacted via email today by Finance Manager today

• Initial Complaint

  Date:02/24/2025

  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 took my 2018 Honda Odyssey to Honda of Downtown Los Angeles for a recall repair. Shortly after the service, the engine warning light came on, and I started hearing a loud abnormal noise from the high-pressure fuel pump.I scheduled an immediate service appointment, and the dealership charged me $230 for a diagnostic check but claimed no error codes were found. However, instead of providing an explanation, they turned off the warning light and dismissed my concerns.Despite the issue persisting, the dealership denied any connection between the recall repair and the fuel system problem. They then attempted to charge me $1,942.78 for a high-pressure fuel pump replacement, despite my concerns that this failure could be related to their prior recall service.Issues with Honda of Downtown LAs Service:Failure to properly diagnose the issue despite charging me for a diagnostic test.Deleting the error codes and turning off the warning light without explanation.Denying any responsibility for the issue, despite it occurring immediately after the recall repair.Refusing to provide any warranty or recall-related coverage for the high-pressure fuel pump failure.I escalated my case to Honda Corporate, but they also refused to cover the repair under warranty, despite other Honda owners reporting similar fuel system issues after recall repairs.I am filing this complaint because Honda of Downtown LA is failing to take responsibility for a potential defect, deleting error codes to avoid liability, and attempting to overcharge customers for repairs that should be covered.I request that Honda fully investigate this issue, acknowledge the potential link between the recall and the fuel system failure, and provide a proper resolution, including covering the necessary repairs.

  Business Response

  Date: 02/25/2025

  This is from our Service Manger "***** **** "Hello Good Morning, so when i have spoken with customer about his concern. He wanted a code and why the check engine light kept coming on and off but when Tech pulled the *** he had history code for low voltage. Then Customer stated why did we delete the code, we stated we had to delete and perform some testing and road test to see if code will come back. Which didn't for us. 
  Second - Customer states hear some noise when driving, he stated possible Catalytic converter, Further inspection from Tech, found main high pressure fuel pump is making noise. Customer states was related to Recall that was performed. Recall performed was Low pressure pump:
  24-022:6FE00 C ******* Odyssey Fuel Pump Mtr Saf Recall Exp2
  
  Explained and showed customer bulletin on Recall and nothing to do with recall component. Customer still insist that **************** should pay for failed component, so informed customer that i will ask **************** for a goodwill gesture,and customer stated NO **************** should pay in full. 
  
  So, all in all, Customer had two different concerns but kept insisting all related to recall. The Dealership Diagnostic Fee is Valid and will not be reimbursed to customer.

  Respectfully!

  
  

• Initial Complaint

  Date:02/12/2025

  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 an AS IS automobile at Honda of Downtown. I understand that i was accepting the car as it was delivered to me but they failed to do the basic services on the vehicle. Two weeks after I purchased the auto i had to change the oil and the filters were black. I now replaced the front breaks and rotors. I still need to replace the rear but do not currently have the funds to do so at this time. One of the rotors was damaged. I bought the car at what i thought was a reputable car sales establishment. I have reached out to the dealer and have not gotten a response. which i find quite unprofessional and complete disregard for the consumer. This is a major safety issue in my humble opinion.

  Business Response

  Date: 02/21/2025

  Our Pre-Owned Director ***** has been in contact with customer's girlfriend, and she was going to send him pictures so that he could asset and they could move forward but he has not heard anything back as of today.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22933015
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ***** *****

• Initial Complaint

  Date:11/07/2024

  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.

  I purchased a used Certified Pre-Owned Honda 2021 Pilot Touring on 9/29/24 from Honda of Los Angeles.The sales and finance department misrepresented the extended warranties offered as add-ons during the transaction for both Honda Care extended warranty as adding 5 years of non-Powertrain plus an additional year with First Mile Warranty VSC for a total of 6 years and a Permaplate Appearance warranty for 5 years.After I noticed a crack in the paint in October a couple of weeks after I had the car I decided to file a claim with Permaplate and they said something like this would not be covered. The same day I got the HondaCare contract which was not for anything mechanical but oil changes only for 5 years at a cost of $1495. Only the other *** covered post-Honda CPO warranty and this was for after-market parts. All three of these add-ons were misrepresented by the dealership finance representative at the time of sale, ***** *****. I first went in person to cancel on 10/20 well within the 30 day cancellation period. I was told that it was a Sunday and no one was authorized to cancel and help and to call ****** ******* on 10/22. I still got the runaround and talked to ***** ***** the Finance Director who finally agreed to send me the cancellation form. I completed it and sent via email on 10/22. It is 11/6/24 and after repeated calls and emails to Mr. ***** the refund to my account with American **************** Finance still has not been completed for $1495 for the Honda Care Sentinel, $4095 for 1st Mile Warranty VSC and $935 for PermaPlate 935. I have left voicemails for the ** of the dealership and yesterday spoke to ***** ***** who again gave me the runaround and said the ** was unavailable because his wife had a baby. Unacceptable service to a customer and illegal to not process the cancellation after more than 2 weeks from my request. Not the mention the non-communication. I would like to file a formal complaint and for them to be investigated by BBB.

  Business Response

  Date: 11/08/2024

  The Finance Director had spoken to Customer already by the time we received this complaint. I did reach out to the Finance Director, and he informed me that at the bottom of the forms that Customer signed that it would take ******** for complete process. After receiving that information I called Customer, apologized for her experience and informed her of what information I was to relay to her regarding the length of time it could take for cancellation. Customer informed me that she was still waiting on the decision of reimbursement of the Perma Plate Product as well. I informed her I would call her back. The Finance Director contacted the Owner, and the Owner stated it was unfair for customer to wait for a decision because the ** is out, just refund the customer for the Perma Plate Product. The amount for the Perma Plate will be applied to her Honda Account per the Finance Director, everything has been turned into the business office. I left customer a couple of voicemails, just awaiting her call to see if there is anything else I can be of assistance with.

  Customer Answer

  Date: 11/13/2024

   
  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.
  
  Sincerely,
  
  ****** Prior

• Initial Complaint

  Date:09/12/2024

  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.

  In the beginning of the month I took by bran new car (only had 3 months with it) to downtown honda dealer for maintenance, a worker there crashed the whole front of my car with a Pilot SUV. Door don't open, the whole front is damaged, I simply do not want that car anymore. I asked them to provide me with a trade in same model and all, but they are not willing to help. They want to fix my car, but that car is going to give me problems in the near future, the impact is all in the front the damage if huge, I only had that car for 3 months.

  Business Response

  Date: 09/23/2024

  Customer took delivery of new vehicle. Customer left satisfied.

• Initial Complaint

  Date:07/10/2024

  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.

  This place is a total scam!! Car vendor and finance department told me my monthly car payment would be one amount and when I received my 1st statement it was $110 more than what we had agreed on. Didnt recieve my car contract until 2 weeks AFTER my car purchase. Been going back and forth with them for 2 days trying to get ahold of the general manager one person tells me that h*** be in a certain day and another person tells me another. It seems as if theyre trying to get me to not speak to their general manager. They say they cant help me other than appraise my car and buy it back off of me because its been 2 weeks since the purchase and my contract has been finalized. This place is a joke and I am very upset on how theyre handling my situation.

  Business Response

  Date: 07/16/2024

  customer came in on July 11th and paperwork was redone and apology given.  

• Initial Complaint

  Date:06/18/2024

  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.

  Dear Better Business Bureau,On 3/28/24 , I purchased a Honda, Pilot, 2022, from Honda of Downtown LA under the impression it had no major accidents or repairs. Recently, peeling paint led to an inspection revealing significant past damage. This misrepresentation is unacceptable. Despite attempts to resolve this with the dealership, no satisfactory solution has been offered. I will now have to get the vehicle repaired and pay out of pocket to fix this issue to prevent further damage. I seek your assistance for a fair resolution.Thank you,*************************** ************

  Business Response

  Date: 06/28/2024

  Our Service Director "***********************" created a case with ******* Factory on behalf of the customer and ******* Factory will reach out to customer.

  Case#******** Case date: 6/21/2024

  This is the only way we can assist, again customer's dissatisfaction with vehicle is between customer and the factory.

   

  Respectfully.

• Initial Complaint

  Date:04/29/2024

  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.

  I came into the dealership to have my car checked because it was having power steering problems. the steering was jamming and it is very dangerous to drive for me on the highways.The mechanic test drove the car and figured that there is a problem with the Electronic Steering Rack. **** was my service advisor. **** told me that he will open up a work order and order the part. he said estimated time to receive part is about 2 months and next day I got a call from **** that Honda corporate will cover the part and I just have to pay the labor.After a month I call the service department to check on the part if it has arrived. I get a word from service department that **** has left the service department.Currently I'm having hand and finger aches while driving the car because steering problem has been increasing. **** declined to provide a Loaner Car for me to ride while this issue has been fixed. At this point if this issue hasn't been resolved I'm planning to take further actions against Honda of Downtown Los Angeles and Honda Corporation.

  Business Response

  Date: 05/03/2024

  Our Service Manager "***********************" spoke to customer: Customer all taken care of. He is aware that Honda has part on back order until Sept. His father will pick up a rental car tomorrow from ***** (approved by ***** (District Parts and Service Manager from Honda), to cover rental while part is on back order as a good will since customers warranty is expired by 3000

  Customer Answer

  Date: 05/03/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/17/2024

  Type:Sales and Advertising 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 went to Honda to exchange my Lexus for a new car I got financed for a new Honda ****** they didnt give a contract until next day I noticed that it when in to ****** I felt uneasy and asked why the charger when up. They told me that I had 3 policies that were ****** I told them that I never agreed to that. They said I had to wait 6 months to take them out meanwhile I had to paid them. Then I when to another dealership and they saw the contract they where amazed how many other charges that where not clarified I had 3 more charges that where over *****. I wanted an explanation when back to Honda and they keep me waiting for 4 hours only to just give me a business card. No explanation I felt that they took advantage of me.

  Business Response

  Date: 01/18/2024

  My GSM reached out to customer, and they have a meeting on Saturday to discuss his concerns. Also, our Finance Director left customer a couple of voice messages. I did speak to customer's wife and confirmed he will be here on Saturday and she said yes, he will.

  Customer Answer

  Date: 01/22/2024

   
  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.
  
  Sincerely,
  
  ***************************