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:06/29/2025

  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.

  6/29/25. Leased a car at Capital City Honda. Financial guy, ***** tells me that a detail package worth ***** is included in cost, so he makes it sound like its free. Does not tell me it is optional at all. Then I see in the contract he added key replacement add in for 699. Never mentioned it at all. I did sign for everything, but in the past dealers have tried to sell me add ons separate from the car cost. This time they just put them in and pretended it was part of the concrete overall cost. He openly intentionally misrepresented the detail package, never telling me it was optional, and he also committed fraud by not even telling me if the key replacement add on. The bottom line is that he snuck in these two costs, without my informed consent. He intentionally misrepresented the contract and I would not have bought these two things if he was open and honest about the cost, verbally. I signed everything based on what he was telling me.

  

  Business Response

  Date: 07/25/2025

   

  Good afternoon,

  This is the first I have heard about this client and will gladly speak to them regarding these concerns. 

  
  

  **** ***** | Group 1 Automotive

  General Manager  | Capital City Honda

• Initial Complaint

  Date:03/24/2025

  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 purchased a used 2014 **** Q5 2.0t for roughly $11000 with $2000 from this dealership on October 24 2024. After purchasing the vehicle, I left town for about a week so the vehicle was sitting for about that length of time. When I came back and started up my vehicle I got a warning on my dash indicating low coolant levels. I checked the reservoir and it was completely empty. I took the vehicle to be serviced at their service center on November 18 only to be told that the vehicle was fine and that there was no leak. So I took it to a local shop and they told me the vehicle needed a water pump replacement and an oil pressure sensor replacement. I couldnt afford the repairs, so I had just been refilling coolant endlessly up until February when my check engine light came on. I used an obd2 scanner and found out it has a leak in the air intake system, leaving my vehicle inoperable until it gets repaired. I was told this vehicle was pre inspected before I made the purchase. But its been nothing but a headache and they did nothing to fix the initial problem and now my vehicle is riddled with major repairs needed.

  

  Business Response

  Date: 04/28/2025

  The **** was a trade in vehicle and I attached the inspection report as well as the repairs we did to the vehicle before it was made available for sale. The client's concern was NOT noted during the initial inspection and the concern was brought to our attention a little less than 1000 miles later. The copy of our inspection based off of the client's concern is attached as well and nothing was found irregular or defective after the inspection.  This is the first I have heard of the issue, but I am more than happy to see if we can somehow help. I will not incur the entire cost, but I can do my best to lessen the overall cost to the client if they would like.

• Initial Complaint

  Date:01/30/2025

  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.

  My wife got a recall notification in the mail back in May 2024 and took her 2003 Honda Accord here for the recall service, for the airbag inflator (5/3/2024). They also charged her over $200 for a gas valve cover gasket replacement, which they needed to hold the car overnight to complete. The next day (5/4/2024), while driving home from Capital City Honda, the brakes were spongy. Immediately upon getting home, we called Capital City Honda to inform them and the service technician suggested driving the car back for them to take a look. After pushing back, they agreed to call a tow truck to tow the car back to Capital City Honda 2 days later (on 5/6/2024). They held the car overnight again, assured us everything was fine with the brakes despite no evidence of testing/inspection, yet while driving home again (on 5/7/2024), with the brakes still spongy, the brakes failed on Folsom Blvd and the car crashed into a tree, totaling it. Had the car towed back to Capital City Honda again, and after a month of back and forth with **** ******* (the service director who no longer works there) we were informed that they would not take responsibility for what happened because (paraphrasing) they didn't work on the brakes. When we refused to pick up the car without documentation, they then proceeded to have the car towed without prior warning and now a collections agency wants $3,520 for towing/storage charges incurred by the towing company. They are also refusing to provide documentation surrounding the authorization for and circumstances of the tow. Repeated emails since June 2024, including the most recent final demand from Oct 2024 went unanswered despite a BAR investigation. Given how long the small claims court process takes we are exhausting all options to get this business to respond before papers are served. Open to dropping the legal charges if the business cooperates. Otherwise, we are confident we will win a judgment and will proceed to serve the papers.

  

  Business Response

  Date: 02/18/2025

   The customer came here first to have the air bag recalls completed and replace a leaking valve cover gasket. Immediately after picking up she stated she was having trouble braking and did not feel safe. We agreed to tow the vehicle back to the store and had our shop ******* inspect vehicle with the technician. We found no mechanical or hydraulic concerns and noted the aftermarket pads installed. They appear to be new. Our shop ******* rode with the customer while she drove and acknowledged the brakes were normal. We offered an extended road test on the freeway, and she declined. After leaving the dealership she ran into a tree at some point within 24 hours and states her brakes failed. The car still brakes fine even though it sustained front end damage. The client refused to pick up the vehicle and would not answer or return multiple phone calls, leaving us no choice but to have the vehicle towed from the property.  We had our legal team look into this as well and they determined the dealer had no fault and would not be held responsible for any costs.

  Customer Answer

  Date: 02/18/2025

  See responses below:
  

  The customer came here first to have the air bag recalls completed and replace a leaking valve cover gasket.
  

  This is only partially true. The service appointment was scheduled specifically for the airbag inflator recall repair. The leaking valve cover gasket was identified by your service department during the appointment,at which point the customer agreed to the repair and paid accordingly.
  

  Immediately after picking up she stated she was having trouble braking and did not feel safe.
  

  The issue was not just trouble braking but spongy brakes,meaning the brake pedal felt unresponsive and required excessive force to slow the vehicle. This was not an issue before the service appointment, and given the timing, the only plausible explanation is that something during the servicewhether the airbag inflator repair or the valve cover gasket replacementcaused or contributed to the problem.
  

  We agreed to tow the vehicle back to the store and had our shop ******* inspect vehicle with the technician.
  

  This is true, but only after two days and multiple requests.The vehicle was originally picked up on Saturday, 5/4/2024, and despite multiple concerns raised, you did not tow it back until Monday, 5/6/2024.Initially, you advised the customer to drive the vehicle back herself, despite her reporting that it did not feel safe to drive.
  

  We found no mechanical or hydraulic concerns and noted the aftermarket pads installed.
  

  This is false and contradicted by your own documentation.Invoice #****** (for the follow-up service between 5/6/2024 and 5/7/2024) does not state that no mechanical or hydraulic issues were found. Additionally:
  

  You did not send the *** to the customer via email or text as referenced on the invoice.
  Despite multiple requests, you have refused to provide a copy of this ***.
  The claim about aftermarket brake pads was only made after the brake failure and crash, despite two prior opportunities to note them during inspections.
  If the brake pads were truly a concern, why were they not documented before the crash, and why was the customer not offered replacement pads before being told the car was safe to drive?
  

  Our shop ******* rode with the customer while she drove and acknowledged the brakes were normal.
  

  This is misleading. The test drive was conducted at parking lot speeds, where the issue did not manifest. The reported issue of spongy/unresponsive brakes occurred at 30+ MPH (normal driving speeds). A proper test would have been conducted at those speeds, without the customer present, prior to calling her to pick up the car on 5/7/2024.
  Additionally, Invoice #****** lists the same Mileage In and Mileage Out, indicating no meaningful road test was conducted at all.
  
  We offered an extended road test on the freeway, and she declined
  

  This is irrelevant. The issue was replicable at regular city street speeds (e.g., 30 MPH on *******************). A competent inspection would have tested the brakes at the speed where the issue was originally reported without involving the customer.
  

  After leaving the dealership she ran into a tree at some point within 24 hours and states her brakes failed. The car still brakes fine even though it sustained front end damage.
  

  This is misleading and downplays the severity of the incident. The crash occurred approximately 15 minutes after leaving the dealership while driving home, immediately after receiving verbal assurance that the brakes were fine.
  

  Additionally:
  The tow truck driver who transported the vehicle back to the dealership after the crash confirmed the brakes were spongy and had to use the emergency brake to stop the car when moving it off of *********** to load it onto the tow truck.
  At no point did you document or directly inform the customer that the car still brakes fine after it was returned following the crash.
  No documentation suggests a post-crash test drive was conducted to properly investigate the reported issue.
  

  The client refused to pick up the vehicle and would not answer or return multiple phone calls, leaving us no choice but to have the vehicle towed from the property.
  

  This is partially false and misleading. The customer never refused to pick up the carshe was waiting for the *** report referenced in Invoice #******, which you failed to provide despite multiple requests.
  

  Additionally:
  The only documented request to pick up the car was an email from **** ******* on 6/13/2024. There is no evidence of multiple calls or emailsplease provide proof if this claim is accurate.
  At that time, the BAR investigation was still ongoing, meaning there was a valid reason for the customer to wait for further information.
  On 8/20/2024, the customer received an email stating that the car had been towed. No advance warning was given prior to the tow, making it clear that the decision was made unilaterally, without good-faith communication.
  California law explicitly requires that information regarding a tow authorization be provided to the vehicle owner upon request (CVC *****). The customer formally requested this information in October 2024 via email but received no response other than Ive sent this to our legal team for review (paraphrasing) from ***** *****.
  

  By refusing to provide this documentation, you are not only violating your legal obligation but also preventing the customer from verifying the legitimacy of the tow and the associated charges. This refusal suggests an intentional effort to remove the vehicle from the premises to avoid independent inspection by a third-party mechanic, which would have been our next step had you complied with the request to send the *** referenced on invoice #******.
  

  Given these facts, I am rejecting the dealerships response as inaccurate, misleading, and incomplete. The dealership has failed to address the core issue of why the brakes were spongy immediately after service and why the problem was dismissed until it resulted in a crash. The refusal to provide key documentsparticularly the *** and tow authorizationfurther suggests an attempt to obscure liability rather than resolve the matter in good faith.
  

  If the dealership stands by its position, we request:
  A full copy of the *** report referenced on invoice #****** (conducted between 5/6/2024 and 5/7/2024).
  Documentation of the dealerships claimed multiple phone calls and emails requesting vehicle pickup.
  A written explanation detailing the steps taken to inspect the braking system beyond a parking lot-speed test.
  The tow authorization documentation as required under CVC *****.
  
  Until these items are provided, I maintain that the dealership has not adequately addressed the root issue and is evading accountability. We have already filed a court case and have a trial date and, unless a fair resolution is reached, we intend to proceed with serving the papers.

  
  

  

  Business Response

  Date: 02/21/2025

  Good morning, 

  I am going to use the same response as the first time. I will add the BAR investigation that found the dealer was not found to be at fault for any of the clients concerns

  Customer Answer

  Date: 02/21/2025

  "BAR investigation that found the dealer was not found to be at fault for any of the clients concerns"

  The *************************** informed us that the dealership was unwilling to take responsibility or reach a settlement. That is not the same as being found not at fault. If the dealership has documentation stating that the *** officially determined they were not at fault, I request that they provide it. Otherwise, their statement is misleading.

  Regardless, the dealership requested that the client pick up the vehicle while the BAR investigation was still ongoing. It was entirely reasonable for her to wait for the findings before taking further action. The *** was never provided as stated on the 2nd invoice either.

  
  

• Initial Complaint

  Date:01/09/2025

  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.

  Went to Honda 09.30.24, because of oil droplets after a recent oil/filter I was told driving my car was a danger and unsafe. My timing belt tensioner and oil pump were leaking and needed immediate attention. I received breakdown of fees for +/- $800, I was overwhelmed by the unforeseen situation and felt broadsided. Arrived home, I contacted a friend, who asked if I experienced any noises, burning smell, etc. I hadnt. He suggested I cancel right away and take car to a ********************** to see need and extent of repairs if called for. While checking my computer Honda had sent email: your approval is needed at Capital City Honda: However, not for the printout of +/- $800 I just agreed to under false pretenseBut for $2,391.62,I called to cancel repairs, could not reach original associate, spoke 15 minutes with another one confirming cancellation. On 10.01.24 at 7:33 am, I reached an employee by the name of **, asked him to make sure my repairs had been cancelled, he assured me he would check with the mechanic. At 7:50 am I called once more spoke to original associate who informed me my car had gone to the shop RIGHT AFTER I left and would be ready late morning, I was told I was liable for the full $2,354.54 (final amount) in order to get my car. I was never provided or given an informed consent. I was intimidated, purposely led by threat of driving a dangerous car. I am a Senior, single, retired woman lied to at best. Manipulated at worst. This situation makes up for poor business practices at best, elder abuse at worst. I was not kept informed by text or call of the status of my car when I called on 09.30.24 to cancel, neither the next day 10.01.24 when I contacted the dealership again, no word until my 2nd call when I reached the original associate. Finally, the email that was sent by the associate at 11:48 am while I was still at the dealership on 09.30.24 states at the bottom of full estimate Approved by **** ****** on 9/30/2024 at 12:07 PM NEVER by me. 

  

  Business Response

  Date: 02/19/2025

   Ms. **** arrived at the dealership on 9/30/24 at 11:20am stating that her vehicle was leaking oil and alleging it was due to an oil change performed at Capital City Honda on 8/8/24. The vehicle was inspected and the technician found that the drain plug, and oil filter were tight and not leaking. There was an oil leak found at the oil pump. The technician recommended resealing the oil pump due to the leak, and performing a timing belt service as it was due by time and that area would be accessed to perform the oil pump reseal, therefore there was overlapping labor.  The Service Advisor verbally explained the findings and the quote to Ms. ***** as well as showed her the technician's video demonstrating the leak underneath the vehicle. Ms. **** verbally authorized the work to be performed. The verbal authorization date, time, and amount is notated on the repair order.  Ms. **** requested a list of parts that were going to be replaced and requested her old parts be returned to her.  The Service Advisor printed off a "parts only" quote for Ms. ***** showing that the parts were around $800. Ms. **** was advised that the total authorized amount included labor, so the $800 parts quote was not the total for the repair. Ms. **** was provided with a loaner vehicle for the time that her vehicle was to be in the repair shop. The repair on Ms. ****** vehicle was started right away as her vehicle was still in the shop with the diagnosing technician, and the shop's workflow at the time allowed him to begin immediately.  Ms. **** called the next morning (10/1/24) and requested to withdraw authorization, however, the repairs were done by this time. 

  This service visit has been investigated by the *************************** (BAR) and BAR did not find any malpractice performed by Capital City Honda. 

  Customer Answer

  Date: 03/03/2025

  I am rejecting this response because:

  I am rejecting this response because: They are dishonest in their comments. On ***** I was on the phone for 15 minutes 3:11 pm TO CANCEL (see attachment phone screen), they certified they would. I called again at 7:33 am on ***** to make sure and continued calling until 8:37 am to be told that my car would be ready mid-morning (see attachment phone screen). They are fully aware that they fooled me as when you go for an oil/filter change they text you with any updates, in this case NOTHING. As I mentioned before the full estimate was approved by the associate ****** **** herself (see bottom portion of attachment), never by me and was never printed while I was at the dealership, they know I would never have left my car otherwise, I thought that the $ 800 was what they would charge and even that I wanted to cancel and seek a diagnose at a AAA repair shop. The *************************** agreed that the timing belt was brand new and that it did not show significant leak at the oil pump looking at the 47 seconds of video,  however, as the BBB, you most likely know that the BAR will try to negotiate with the dealership but cannot force them to reimburse if they dont want to neither council or give me any legal advice, they can, however, retain the records in the automotive repair dealers file. Again my car was NOT even 7 years old and had low mileage, Let me know if you need more information. Thank you very much for your time.

  
  

  Sincerely,

  
  

  ****** ****

  
  

  
  

  
  

  

  
  

  
  

  

  
  

  

  Business Response

  Date: 03/05/2025

  When we received the technician's inspection, Ms. **** was at my desk.  I told her that neither her oil filter nor drain plug was leaking, but there was a leak at her oil pump.  I showed her the technician's photos and videos from underneath her vehicle, and I sent her a link to the quoted repair. We verbally discussed the repair and the total quoted amount (about $2300) and she stated that she had to do it. I reassured her that she did not have to do anything she didn't want to, and she seemed very doubtful (despite photo and video evidence), so I offered perform an oil change for free, and we could reinspect for leaks at a later date. She declined the oil change and told me to do the repair. I again reiterated the quoted price (about $2300) and she agreed. There were at least three people within earshot that heard this interaction. I had shown her photos and videos, sent her the link to the estimate, verbally discussed the total, and recorded the time, date, and amount of the authorized estimate on the Repair Order; I felt we had thoroughly discussed the pricing and timeline, further evidenced by Ms. ****** acceptance of a loaner car. 
  We do not have history of a timing belt replacement being done at this location prior to the visit referenced here. Ms. ****** timing belt tensioner was leaking oil and the manufacturer specification for timing belt replacement is 7 years or ******* miles, whichever comes first. Her vehicle was 7 years old at the time of the repair. Ms. **** was informed that we included the timing belt service in the repair to reseal her oil pump due to the overlapping labor. She was given a list of parts to be replaced and requested her parts to be returned to her, and all parts that were not one-time-use seals were returned to her. 
  I was not made aware of any communication from Ms. **** until the morning of 10/1. The repair was authorized at 11:20 am on 9/30 and started right away.
  By 3:11pm on 9/30, the repair was nearly halfway through. By the morning on 10/1, the repair was done. 
  

  Customer Answer

  Date: 03/12/2025

  I am rejecting this response because:

  As I mentioned before, my car was running smoothly with no noises or burning smell. ****** said the video showed an oil pump leak and an oily tension belt and that driving my car in that condition could blow my engine as the tension belt could slip out anytime, I did not expect that verdict, I was stressed and overwhelmed. Only  +/- $ 800 was disclosed to me. Because I was scarred to damage my car, I accepted to pay $ 800. I feel like I have to keep repeating myself, I took the loaner car because ****** **** said they had to order parts and it could take several days, I did not need a car for *********************************************************** off. I sent the BBB a copy of the full estimate e-mailed but never shown at the dealership, I was already upset by the $ 800 and wanted to cancel, I would NEVER have left my car if the associate had disclosed +/- $ ***** which was approved by HER (supporting documentation was sent with my last response, it should have been approved by MYSELF.  In that case I would have had my car towed if I was at risk. If I would not have opened my computer that afternoon, I would not have seen the e-mail from HONDA with a subject line your approval is needed by Capital City Honda for an estimate of $ *****. By the way, there was nobody around us, in that case how come nobody called a Manager to see what was going on? Again, 7 weeks before I was told that my car was in top condition. I was told after the facts that the dealership is NOT requested to print an estimate for repairs, a verbal is enough which I agreed for $ 800. Also, I purchased my car on 01.11.2018 from the Elk Grove Dealership, my car was NOT 7 years old and was far from the ******* miles (mileage at drop off was ****** miles)
  
  ****** **** is lying about not having any communication before ***** as she called me at 3:37 pm on *****, I missed her call (see attachment) she left a message but omit to confirm that the repair had been cancelled as per my request at 3:11 pm, also omit to tell me that my car was already in the shop. As I mentioned before, they kept me purposely uninformed, no honest business does that, they send you text step by step until completion. I tried to call her afterwards but was told she was gone for the day. She also lies about the time I left the dealership, the loaner agreement was printed at 12:22 pm on ***** and I left at 12:40pm when they brought the car, my car was still there. The dealership is not busy as they used to and are probably hunting for business and would do anything to get it, are unscrupulous, using scare tactic and not disclosing all fees, hiding behind verbal agreements that were never disclosed because it is allowed by California Law as I was told by the Manager after the facts, he stated that the associate must have shown it to me on her computer screen which is a lie, why did she not print it???  She probably knew that I would have taken my car out and did not want that to happen. Can a 47 second video really diagnose a car? I was right there in front of her!!! How many other elderly people will be victimized and being put through h*** for months to defend themselves. I used to trust them, it is extremely disappointing to see how little they care about their long term customers.

  
  

• Initial Complaint

  Date:07/13/2024

  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.

  We but a car from this dealership and the first thing that was wrong was we sat there for 10 hrs waiting to finalize the loan. When we did about 930 at night the loan agent tells us we'll I got the financial company to let you get the manufacturer warranty. The thing is we never asked for it and it was a used car from2015. So it raised our payments from 256 to 366. We told them to keep under 300. We payed 1100 down too. It was so late and long day we weren't thinking and plus we had no way home and we lived 50 miles way. The next day we found that the tried to cover us some wear on the drivers door arm rest. The trunk opens by itself. Then we found out that the car had 2 recalls on it. One of the recalls I'd a safety issue where the shifting rod can disengage and stall. They told us they do a 34 or 54 point safety check. Yeah right If they did they would have known about tge recall. Then come to find out that it's nit two recalls it's 5 recalls. So we called the dealership and they said bring it in. So we do and they gave us a loaner. Tge loaner was filthy. It had someone's tobacco spit In a bottle in passenger door. White stuff on roof and visor. And just dirt everywhere. So we called them again to talk to the one in charge of our car and he keeps on avoiding our calls. We left messages and I event sent an email ut general manager and nothing. Haven't heard from them at all. We have a email from the ** saying if there any issues we will accommodate you. We'll not answer or avoiding a customer is not accommodating. So I sent the Gm another email stating we are to the point we're we don't wany T the car anymore and we want our 1100 back and we will go elsewhere to get a car. And also you will talk to the finance company and get our names off the loan. We are done this is the worst experience I have ever had with buying a car. Even the crooked car lot treated me better than they have car is worth 4000 they sell it for 8000 after financing it it would cost us *****j

  

  Business Response

  Date: 07/16/2024

  "We are doing our best to accommodate this client while we gat the recalls completed at the dodge dealership. Very sorry for the spotty communication from our **************** team, and for the dirty loaner car. We will be in contact to resolve asap." 

  Customer Answer

  Date: 07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. The business did in fact agree to the terms that I have asked them to do for this issue. They agreed to refund us and took the car back with us not being liable for the loan. So we are free and clear.thank you
  
  

• Initial Complaint

  Date:04/01/2024

  Type:Customer Service 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.

  Purchased a vehicle at this dealership, and traded in my previous vehicle to them. During the buying processes they charged me for items that they stated were included. I traded in my vehicle to them on March 02, 2024 and they still have not paid off the load per our agreement. It has now been 30 days, and per California law they only have 21 days to pay off the loan. The loan is now past due. The dealership keeps giving me excuses and lying to me about what is going on. They are now avoiding my calls.

  

  Business Response

  Date: 04/25/2024

  ******* we are very sorry for the inconvenience and for the poor communication about the payoff on your trade. It was a little complicated being that it was a GM lease but we were able to pay it off via ACH on 3/29/24. If you incurred any late charges they were paid in the amount we issued.

  Customer Answer

  Date: 04/26/2024

  I am rejecting this response because: their response does not address the fact that they lied multiple times stating they sent the payment when they in fact didnt. Does not address the fact that added services to the sells contract that were not disclosed or discussed. 
  

• Initial Complaint

  Date:01/11/2024

  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.

  On December 15, 2023, I purchased a 2017 ***** Camaro. While signing the final paperwork, the finance manager (*****) was going over warranties I told him I wanted to purchase a vehicle warranty for six years ******* miles and I also wanted the tire warranty. I told him I did Not want the interior cleaning warranty. He then proceeded to tell me that it came with the vehicle and I had to get it. I asked him to clarify " it came with the vehicle". He said it transferred from the previous owner of the vehicle onto the new owner. I asked him why that wasn't in the advertisement and he said they forgot to advertise it and that it comes with the vehicle. It all sounded so fishy to me. This is false advertisement , bait and switch and lying. The customer relations director told me "the warranty doesn't transfer to a new owner" and that that was "false advertising."

  

  Business Response

  Date: 02/06/2024

  "This clearly sounds like a miscommunication and/or a misunderstanding. We will reach out to you directly to resolve this issue."

• 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.

  To whom it may concern I container bought a car from Capital City Honda the car was smoking but they said it's just because it needs to get warmed up and once I drive it and warm it up it'll be okay but as it was smoking it was had a little shake then when I start driving and had a shifting problem so I brought it back they kept it for almost 2 weeks I picked it up it was not smoking anymore they said they clean the heads they gave me a loner they kept the car because I said I didn't want it because it was shaking so they try to find out what's wrong with the shaking and I'm waiting and waiting and then they said no we don't know what's wrong with the shaking so then I told him I didn't want it cuz I don't want to keep after bringing a car back and I'm not enjoying the car you know I'm a widow I don't have time I just want a good car I can go back and forth to work pick and drop my daughter off from school and work and that's it in church and all that good stuff not nothing else like this so I went up there and gave him the keys back before I gave him the keys back they said that we're not fixing it because it's nothing to be fixed so I took the car back before the mileage was up before the warranty was over and that was on the 27th of January then on the 27th of January and then I looked at my contract and the money that I gave them down they made it higher $1,000 so I gave them a payment of $1,000 and my amount was already the amount was $11,040.48 I gave them the $1,000 down and it went up to ********* I'm trying to see what is going on everything they did was wrong and it's not okay I'm not the only person that they did this to everyone that I talk to about this they say the same thing I went there they did the same thing to me or something similar it's not okay they're ruining people lives

  

  Business Response

  Date: 04/11/2023

  We had the vehicle inspected by one of our ****************** and performed additional repairs at no charge to the customer and determined that it is mechanically sound. As for the confusion on the down payment, everything was applied correctly and explained. We regret that you were dissatisfied with your experience, but feel that we handled it correctly and thoroughly.

  Customer Answer

  Date: 04/12/2023

  I am rejecting this response because:
  

• Initial Complaint

  Date:03/02/2023

  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 haven't heard back from anyone at Capital City Honda including the service manager regarding my concern with my new 2022 CR-V Touring/Hybrid Honda. I purchased this early 2022 and had a minor accident where the vehicle wouldn't stop as I was literally standing on the brake, so it hit a concrete light pole instead (luckily it didn't hurt anyone).Currently, my vehicle is in their collision center getting repaired and has been recalibrated at their service center the other day. My concern is if this happens again the result could end up catastrophic, so I am requesting Honda to inspect the *** logs to see if there's anything obvious that *** have prevented this vehicle from stopping as expected since it is fully equipped with various sensors including braking sensors, etc...? I am just requesting an inspection of the diagnostics to verify it is safe to drive, before I am involved in a major accident.