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:04/09/2025

  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 am writing to formally raise a concern regarding the service I received at Folsom Lake Honda.On 4/3/25, I brought my vehicle to their service department because the service lights had come on. After conducting a diagnostic test, I was informed by their service agent that my vehicle's head gasket needed to be replaced, and I was given a repair estimate of $5,300.Wanting to verify this diagnosis, I sought a second opinion from ***** Transmission on 4/8/25. After inspecting my vehicle, they reported that they found no issues and no evidence to support the diagnosis or repair recommendation provided by Folsom Lake Honda.This discrepancy has left me concerned about the accuracy of Folsom Lake Hondas assessment and the integrity of their service practices. I am requesting the BBBs assistance in addressing this matter to ensure that fair and honest business practices are being upheld.Thank you for your attention to this issue. Please let me know if further details or documentation are required.

  Business Response

  Date: 04/11/2025

  Mr.******,

  Thank you for taking the time to share your concerns regarding your recent visit to Folsom Lake Honda. We understand how important it is to feel confident in the service you receive, and we appreciate the opportunity to respond.

  
  Our diagnosis on April 3, 2025, was based on a thorough inspection that included reviewing diagnostic trouble codes, identifying low coolant levels, and performing a combustion leak test all of which supported our recommendation to replace the head gasket.
  It's also important to note that our technicians are factory-trained by Honda and work exclusively on Honda vehicles. This specialized training and focused experience allow them to identify issues that may be less apparent to general repair shops or those that specialize in other areas, such as transmissions.
  While we respect your decision to seek a second opinion, we remain confident in the accuracy of our diagnosis and the recommendation provided. Folsom Lake Honda is committed to honest, high-quality service, and we welcome the opportunity to provide any additional information the BBB or you may require.

  Thank you
  **** ******

  General Manager

• Initial Complaint

  Date:10/15/2024

  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.

  We took our car in to the local Honda dealership for an airbag recall. Upon dropping the car off the only lights on the dashboard were for a passenger seat airbag.There was no charge for the recall however they charged $175 to make the light go off.They did not mention any other lights being on and did a free inspection (so they say).Once we got the car back we noticed a new light called ***. This apparently has to do with Vehicle Stability Assist. I have researched and apparently when changing the airbag that it's possible to short out the *** module.We contacted the dealership asap and brought the car back in the following day. They basically did nothing and just reset the light and said we should be good. Once again the *** light came on 30 secs after driving away. We brought the car back and now they are saying it's going to be $4200 to repair. Repair a problem that they clearly created.After multiple calls and escalating to their manager they took zero accountability but eventually agreed to repair the problem for $2200 which was apparently no labor and their cost for the part and would refund the previous $******* this would be reasonable however this problem was not there when we took the car to them. They created this issue and I'm asking that they repair the car with zero cost to me. This light has never been on since we've owned the car. It feels very convenient that it just randomly shows up the second we leave the dealership we now apparently have a $4000 problem. That feels very shady. It wasn't there when we dropped the car off, they didn't mention it at any point during the time they had it, and aren't taking any accountability for it. You would think they would have said "hey by the way there's a *** light on". They are mechanics and it's what they are supposed to do. To withhold that feels like they knew they created a problem and aren't owning up to it.I would like them to right their wrong.

  Business Response

  Date: 10/22/2024

  I would like to address the concerns and diagnostics related to the repairs performed on ********************** 2006 Honda Pilot on October 9, 2024.
  Upon arrival, the vehicle presented with two primary concerns. The first was a passenger-side airbag inflator recall, which we completed at no cost to the customer. The second concern involved the illumination of the Supplemental Restraint System (***) warning light. After replacing the passenger-side inflator, we observed that the *** light remained illuminated, indicating a continued issue. Further diagnostics revealed two stored Diagnostic Trouble Codes (DTCs):
  DTC *****: Open in the drivers airbag first inflator.
  DTC *****: Open or short to ground in the passenger airbag cutoff indicator.
  To address DTC *****, we began by clearing the *** system codes. After doing so, only the ***** code returned. We traced this issue to a disconnected *** connector, which links the *** harness to the inflator. After reconnecting the harness and clearing the codes, the *** did not reappear, confirming the issue was caused by the disconnected connector.
  Regarding DTC *****, this code relates to the airbag cutoff indicator light, which informs the driver if the passenger airbag is active. The *** control unit may temporarily disable the passenger airbag if it detects insufficient weight in the seat, as a precaution to prevent deployment in the event of a smaller passenger or child. This DTC typically appears when the indicator light bulb starts to fail or fails to illuminate when prompted. In this instance, DTC ***** did not return after clearing the codes.
  The vehicle left our facility the same day without any warning lights on the dashboard, indicating all systems were functioning as intended.
  On October 15, 2024, the vehicle returned with the Vehicle Stability Assist (***) indicator illuminated. As a courtesy, we performed diagnostics and found DTC 84-1: Sensor Logic Failure. Following the service manual's troubleshooting steps, we cleared the **** performed a *** sensor neutral position memorization, and test-drove the vehicle. The *** light did not return during our test.
  It is important to note that the *** and *** systems are entirely separate and do not interact with one another. The *** system is designed to assist with vehicle stability on slippery roads, using accelerometers, wheel speed sensors, and brake input. In contrast, the *** system utilizes impact sensors for airbag deployment. These systems have no shared components, are located in different areas of the vehicle, and do not cross-reference each other in diagnostic procedures. Therefore, it is unlikely that any interaction between the two systems could cause simultaneous issues.
  Should you have any further questions or concerns, please do not hesitate to reach out. We are committed to ensuring your complete satisfaction with our service.
  
  
  --
  ******* *********
  Service Manager
  Folsom Lake Honda 
  ************
  
  

• Initial Complaint

  Date:05/28/2024

  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 purchased this used vehicle to drive across the country and I test drove it on the freeway. At that time it seemed to run ok. When I drove it off the lot I noticed the engine idled hard and I pulled over almost immediately. I brought the vehicle back the next day and they looked at it and said it was mechanically sound and it was backed by a large dealership. Everyday after that it seemed to run poorly so I scheduled an appointment with my own mechanic. Turns out this vehicle has MULTIPLE engine problems; Oil in the coolant, rat droppings, mis fire on cylinder 2 and a load of other codes. I was told this vehicle is NOT mechanically sound. I understand its 10yrs old but the dealership assured me there was NO MAJOR issues. I was also told they wouldnt sell something like this because its easier to junk the car. Seems Folsom Lake Honda is in the business of lying to make money.

  Business Response

  Date: 05/29/2024

   Hi *************;

  I'm sorry for the Issues you have had with the vehicle. I saw that you were able to return the vehicle on 5/28/24 and acquire a different vehicle the same day.

  Please let me know if you have any questions going forward.

  Thanks,

  *********************

  General Manager

   

• Initial Complaint

  Date:06/11/2023

  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.

  To Folsom lake Honda,On 4/13/23 visited the Folsom Lake Honda, I was told that to replace the front brake and resurface the rotors which I did not agree with the findings but finally I have decided to take care of the issue. However, once the job was completed, I drove with **** , he agreed that he hear sound but Service technician took long time to figure out the rolling sound. But he said it is normal for new breaks and it will go away with addition mileages. I told I dont agree with the technician and told them I want that take of that now and dont come back again to fix it later. They keep saying it is normal. As of today,ro sound is louder and not happy ! I want my money back On 1/2020, I had the very expensive brake service ( replace front and rear rotor and brake pads) at this location at 107k miles. ***** I had option pay the half of cost at other places. But chose the Folsom lake dealer for quality and service. genuine parts. During the ***** and over 3 years(April, 2023) I only drove 30k mile. On 4/13/2023, at ************************************************ 3 years drove only 30k. but I was told the replace the brake pads which should last over 30k mile. Again with half price I could have same service done from other place and change the pads every 30k. Prior to 1/2020, I brought the Van at this location for brake checked which was serviced at this location. Since I had the same sound, I was told that it will fine with additional milage. After multiple visit to Folsom Honda, I was told the brake were fine. Finally, when sound was louder, I brought van back for inspection on 1/2020. I was told that it needed the replacement front and rear rotor and brake pads. In conclusion, I am experiencing and same repeated situation. I told them take care of the sound while I was there on 4/13/23. I dont want come back , I was money back and will take care somewhere for less.

  Business Response

  Date: 06/12/2023

  I have no Problem refunding you since you are not satisfied with The quality of the Parts. I will reach out to my Service Manager for the amount of the Refund and have him follow up with you also *****************

  Thank you,

  *********************

  General Manager

  Customer Answer

  Date: 06/12/2023

  I am rejecting this response because: I want full refund on parts and labor. Not just the parts! 
  

  Business Response

  Date: 06/13/2023

  I'm paying for the labor also. Please look for a call from my Service Manager so that he can help you with the refund.

  Thanks

  ****