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:05/23/2025

  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 car September 2024 to Honda Penske for a hesitation on my 1998 Honda Civic EX spent over $4000 did not get that repaired and in December, I took it for overheating. They changed the tubes come to find out there was corrosion due to radiator leak I blew my head gasket went to Penske spoke to them about it. They didnt want to do nothing about. It told him that I was gonna file a complaint with the BBB due to their neglect on the service finally they gave me a rental. Theyre fixing the car now theyre telling me that I need to it up today and Im out of town. They did not notify me when the car would be fixed and done. They just messaged me this saying that if I keep the car will be $45 charge due to the car being fixed and I need to bring back the car

  Business Response

  Date: 05/27/2025

  Thank you for bringing this matter to our attention. We have spoken with the customer regarding her concerns. We understand that she was out of town and did not receive an estimate for when her vehicle would be repaired. As such, we have informed her that she may return the loaner vehicle on Tuesday and pick up her own vehicle that same day.
  
  To address the inconvenience, we have also assured her that she will not be charged for the use of the loaner car. We appreciate the opportunity to resolve this issue.
  
  Sincerely,
  
  
  **** ******
  President & General Manager
  Penske Honda
  P: **************
  E: ***************************************

• Initial Complaint

  Date:01/27/2025

  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.

  1/21/2025 I took my car in for repair, then I took it back for repair on 1/22/2025. I was told that a serpentine belt tensioner was in need of replacement. However, when they could not remove the part. They first said the the bolt was striped then said it was over torqued. They agressively began accussing me of having it changed out before. I explained to them it had never been changed and I have had the car sice 6000 miles. Moreover, there was no reports on the car fax that it had ever been replaced and suggested it was done elsewhere. I explained to them it had not and the original part on the car is still on. They would not agree that even the part on the car was an oem part alhough the serial numbers matched. The repair was going to be near $8,000. I chose not to go through it.I cannot even sell my car now because it would be unethical to sell it to either a personal buyer or dealership because they wouldn't know about it and I will not stiff someone else.

  Business Response

  Date: 01/31/2025

  Thank you for bringing your concerns to our attention. 
  
  Our goal is to ensure our customers receive the highest quality service and to clearly communicate service recommendations in a professional manner. We sincerely apologize if your interaction with our team fell below this standard when discussing the condition of the bolt. We also understand that unexpected and costly repairs can be frustrating.
  
  After receiving your feedback, I spoke to you about options to repair your vehicle. As a gesture of goodwill, I offered to have the bolt removed at no cost. I understand you are taking the time to consider the options. Please contact me directly at ************** once you have made your decision, and we will be ready to assist you.
  
  **** ******
  President & General Manager
  Penske Honda
  P: **************
  E: **********************************************************************
  

  Customer Answer

  Date: 02/05/2025

  Dear ******** ******,
  I hope this message finds you well. I am writing in response to the recent communication regarding the removal of the bolt at no cost and to clarify my position on this matter.
  I appreciate the dealer's willingness to address the issue, but I must reject the proposal as it does not adequately address the situation we are facing. In their email, the dealer mentioned potential complications during the extraction of the bolt, including the possibility of the insert coming out, which could necessitate purchasing a new engine block at a cost of $4,361 or a motor replacement for $980.77 if the extraction is successful. I initially sought a repair that was quoted at $711.59, but due to what I believe to be a lack of experience and competency on the part of the dealer and their mechanic, I now face potential costs exceeding ten times that amount. While I understand that the bolt seizing was not entirely their fault, the stripping of the bolt during the repair is an issue that could have been avoided with proper handling and expertise. It is concerning to me that this situation may not be an isolated incident. I purchased my vehicle from this dealer when it had only ***** miles on it, and I have maintained it diligently since then. It is frustrating to think that one repair could lead to the necessity of replacing major components of the vehicle, which is far beyond what I initially anticipated.
  
  At this point, I feel that the options presented do not offer a fair resolution. The financial burden of these repairs is excessive and unwarranted, especially given the circumstances that have led to this situation.
  
  
  
  I would appreciate your assistance in advocating for a more equitable solution that acknowledges the shortcomings in service I have encountered. Thank you for your attention to this matter, and I look forward to your response.
  
  
  
  Best regards,
  
  
  
  **** Stranak 
  
  ************

• Initial Complaint

  Date:08/22/2024

  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.

  On 12/01/2023 I took my Honda Civic CNG 2011 to Penske Honda in Ontario due to Engine misfire and Engine light on. Diagnostic came back that it needed a gasket cylinder head replacement. they also replaced the radiator. The job was performed and I paid $3,857.67 + $515.88 =$4,373.55.The problem still persisted. The engine light came back on and again the engine would still misfire. We took the Honda Civic back on 12/22/23, 3/16/24 and 6/15/24 . They were not able to find the problem. The last time we took in the Honda was 6/15/24 and on this day they stated the Head cylinder has a crack. I asked if when they replaced the gasket on the head in December, did they send the head out to a shop to get checked for cracks? They responded, that they did send out the head to get checked but there is no telling if they missed it or not. They wanted to charge me again $3,000 for the labor. I did not agree to pay because they were not sure if this these repairs would fix the problem. Also, I had already paid for labor in December and the issue was never resolved. At this point, i would like to get some sort of refund or partial refund. Thank you for your time,*******************

  Business Response

  Date: 08/28/2024

  We take customer concerns seriously and appreciate the opportunity to address the situation regarding our customers ********************* Civic CNG.

  When the vehicle was brought to Penske Honda Ontario for repair, our Shop ******* conducted a thorough inspection and diagnosis. During this process, he discovered significant crystallization within the cylinder head. The head was also found to be warped. Despite efforts to clean the head and remove the crystallization, it could not be completely eliminated, as confirmed by an endoscopic inspection. Additionally, the water pump weep hole was obstructed by the crystalline substance. The Shop ******* personally informed the customer of these findings and explained that the crystallization could potentially lead to further issues with the cooling system. The Shop ******* recommended that the block be replaced entirely to prevent future complications. However, the cost of replacing the block was a concern, and the customer opted to authorize the repair without a block replacement. The repair was performed as authorized, and the system was functioning correctly upon completion of the service. Unfortunately, water subsequently entered the engine block, leading to a cracked head. This was a direct consequence of not replacing the faulty block, which we had advised.
  
  We empathize with our customers situation and the frustration of facing additional repairs. Our goal is to find a resolution that is fair and satisfactory. We are willing to discuss the matter further and explore potential solutions.

• Initial Complaint

  Date:08/04/2024

  Type:Product 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.

  Bought a Honda CRV 0n 12/9/23 on installament basis.Paid off the loan balance on 4/2/24.Contacted Honda Penske many times to refund the unused portion of the *** product.4 (four) months later and we haven't received the refund yet.

  Business Response

  Date: 08/05/2024

  It appears that the *** cancellation request was initiated by the lender that financed the vehicle. Upon cancellation, we initially sent the refund to them, as they were the ones who processed the cancellation after the car was paid off. However, the lender returned the funds to us instead of forwarding them to the customer.

  We have now issued a refund directly to the customer in the amount of $797. Please accept our sincere apologies for any inconvenience and delay this may have caused.
  
  *********************
  President & General Manager
  Penske Honda

• Initial Complaint

  Date:05/19/2024

  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.

  Sold me a lemon

  Business Response

  Date: 05/20/2024

  We reviewed our records to understand ******************** concerns and did not find a record of any complaints since she purchased her vehicle. As such, we contacted ****************** to learn of her vehicle concerns and explore possible resolution.  

• Initial Complaint

  Date:09/28/2023

  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.

  Vehicle was taken in for an oil change and was returned with a damaged sunroof and a wet interior because the vehicle was put through a carwash. Dealership claims that they have evidence that the sunroof was damaged at time of arrival but that they decided to put it through a carwash anyways. I have asked for the evidence however they only sent a picture of the vehicle of time of arrival. We asked for the sunroof be fixed and was sent away with an opened and damaged sunroof and a wet interior. Dealership asked to return the following week because they were too busy that day. We asked for the sunroof to be closed and they refused to do it because it need to be inspected for 6 hours, and that fees would apply because the dealership would not be responsible for those damages. The vehicle sunroof was able to be closed by a local mechanic just an hour after leaving the dealership and we had to pay $180 to the mechanic. Have contacted the dealership to ask for the evidence that they say the vehicle was damaged and they only have provided 2 photos of time of arrival that show a slight opened sunroof, not q damaged sunroof. I asked for photos of when the vehicle was returned with an open sunroof and wet interior and thats when the dealership has stopped communication. I asked if vehicles doors, windows, sunroofs are checked before car washes and the answer was only if the technician notices if opened. After 2 weeks Dealership did offer to have the vehicle return for free inspection, however we dont feel comfortable with leaving the vehicle with a dealership that is not taking responsibility and in our opinion might be taking advantage of paying customers. We feel this was the dealership fault and trying to have the costumer pay for hundreds of dollars to have it fixed. We would like the dealership to be responsible for all fees paid to have the sunroof fixed elsewhere. Also show you since they wont provide me the pictures of how badly the vehicle was retuned. Thank you.

  Business Response

  Date: 10/02/2023

  We understand that the customer is upset about the water getting inside the car. The roofline of the Pilot is high, and the technician did not notice it was open due to a malfunction. We serviced the vehicle and at the customers request, ran it through the carwash. This was the time when the tech noticed that the sunroof was cracked open, and water was coming in, so he immediately pushed the close button which at that point caused the sunroof to pop open even more.

  The reason this happened is that there was an already broken part in the sunroof, hence the reason it was open when it arrived for service, and that broken piece caused the roof to jamb and go into reverse mode which is a safety mode. This opened the roof causing more water to come in. We did our best to dry the wet area and explained to the customer what had happened. The sunroof was already broken when the car arrived, and you can see that from the images we provided to the customer.

  We offered to have it looked at and work with the customer on a fair and reasonable repair but will not cover this at no cost to the customer since the sunroof was already broken. All we feel responsible for is to dry the car and of course, assist with the sunroof repair by offering the repair at a significantly lower cost.

  Thank you.

  Customer Answer

  Date: 10/06/2023

   I am rejecting this response because:
  
  What is being explained changes all the time. So what is your evidence that I was broken ? A slightly open sunroof at time of arrival does not mean a broken sunroof. If you say it was broken then was that noted and the vehicles inspection at time of arrival? Also they explained the technician push the button to close it and it opened even more , how would a broken sunroof like you indcate work to open even more if you say its broken? Also mentioned was that as a safety the sunroof opens or retracts , where are those pictures of when sunroof was all the way opened as a safety action. The different stories being told to us is just a way to not want to take accountability of what actually happened. The technician did not notice the sunroof was opened and the carwash / technician broke the sunroof. They try booking a 72 year old lady for repairs for damages caused by the dealership and wanted to make money out of the situation. The tech sent us away with a broken sunroof and told us it could not be close. Yet like mentioned the vehicle was taken to a local mechanic to have the sunroof closed because we couldnt drive around with an opened sunroof exposed. The water from the carwash did not only wet the interior , it also wet the electrical panels to control the sunroof. The vehicle is at another location getting the sunroof fixed and ofcouse we would not take it back to a dealership that caused the problem and is offering a discount price instead of being transparent with the paying customers. Take responsibility for the mistakes of the people that work there instead of trying to take advantage of older senior citizen female clients 

  Business Response

  Date: 10/11/2023

  We have always maintained and have proof that the vehicle came in with the sunroof not properly closed. The front part of the sunroof was level with the roof panel, while the rear was below the roof panel.  When the technician noticed water beginning to leak in, his instinct was to close the sunroof. However, the sunroof detected some resistance and defaulted to the open position (a safety feature to avoid closing on someone) at that point, the technician reversed out of the carwash.

  After exiting the carwash, the technician attempted to close the sunroof, something inside was preventing it from closing. We have offered to have the guest come in so we can inspect the sunroof and determine the issue. So far, the guest has declined our invitation. 

  Customer Answer

  Date: 10/11/2023

   I am rejecting this response because:
  
  Assistance was offered after weeks of incident happening and because we kept asking for explanations of why the dealership thought the sunroof was not sitting properly. I can provide the emails between us and the dealership. The way the sunroof is slightly opened on the photo is the starting process of when a sunroof is starting the opening process. No indication of a broken sunroof. The reality is that dealership would not take responsibility of what happened. The car was put through a carwash because the employees did not check all doors, windows, sunroof are properly closed. The sunroof broke due to the carwash machine and the vehicle retuned to customers with a wet interior. It is a sad way to want to handle business with paying customers. Instead of offering help at the moment and looking into the clear reality, it was easier to send away a 72 year old lady away and confused and with a damaged and wet vehicle. 
  No need to return to the dealership to get the sunroof fixed, the vehicle has been taken elsewhere. Had we had a transparent honest experience at the dealership we would have felt safe leaving the vehicle there for repair. Again sad way to treat people who are paying for services. 

• Initial Complaint

  Date:02/04/2023

  Type:Customer Service 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.

  Purchased car in August 2018. Dec 2018 brought car back under warranty for a noise at start up. Dealer could not duplicate , but had stated they knew what it was and that it was the Actuator and that it was common in the Honda CR-Vs. They were not able to fix until they could duplicate. Noise went away as it got warmer . Then at the end of 2019 when it got cold again the noise started to come back but not consistent . Started to be consistent in May 2020 Covid started 03/2020 and warranty was up in 2021. I had been laid off and not able to pay for the repairs out of pocket and had to wait until 2022 when able . they fixed it in May 2022. The noise started again end of 2022 . called spoke to the mgr advise noise returned he wanted me to come in , since noise was not consistent i could not since I have now moved far from the dealer. attempted to come in while in the area 2/4/2023 and noise was very noticeable and not going away, but advisers were told to turn anyone with an appt away. I advised i had previously spoke to the manager , but the adviser insisted he was the one that gave the direction. I have already paid for a part and labor that i should not have in the first place and now other work that the dealership did on my AC is also showing flaws in less than 6 months . I do not have time to sit at a dealer while they diagnose in the off chance they can recreate the problem . I am an hour and a half round trip from them , work 7-5, child has school in the mid day 10-2

  Business Response

  Date: 02/06/2023

  We are working with the customer to resolve the issue with the car. We offered a loaner car to the customer, today, while we inspect his car and try to duplicate the concern. Customer will be bringing in his car for further diagnosis. 

  
  

  **** ******

  General Manager

• Initial Complaint

  Date:09/21/2022

  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 Honda dealer don't want to fixe my car even when Honda has extended the warranty on my vehicle to 6 years with unlimited milage

  Business Response

  Date: 09/22/2022

  We have contacted Mr ****** today and scheduled an appointment for 9-23-22, to look at his CRV again and try to resolve the issue under warranty.

  Kind regards,

  **** ******
  

  President & General Manager

  Customer Answer

  Date: 09/25/2022

   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.

  Thank you