ComplaintsforGroove Honda

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 4, 2023 I went into Groove Honda (previously known as Freedom Honda) to test drive a car. The dealership withheld information to include how many keys were included, last oil change and fees to name a few. We put ***** down on the vehicle and traded in my leased vehicle. We noticed that they did not apply the ***** to the down payment of the new car and used over half of the down payment to pay of ******* of negative equity on my leased vehicle, leaving only ******* for the down payment of the new vehicle. They added additional fees of ****** anti-theft fee, ****** dealer fee for negotiated price (the price of the vehicle was not negotiated) and charged ******** in warranties when we were told it would only be ********. When brought to the sales managers attention we were told that we could get the money back and then he back peddled and stated that it could go for a down payment on a new car or it could only go back to the bank toward the loan. Also upon doing the math on our own, our loan should only be *********, not *********.

  Business response

  02/08/2023

  On January 4, 2023 both ****** and ****** came into our dealership to purchase a specific Lexus RX350L that they requested we bring down from one of our stores in ******.  After going over the vehicle the sales professional and our Assistant Sales Manager went over the numbers in regards to purchasing the Lexus.  We have forms that show the list price of the vehicle ($41,373), the theft/ATP ($399), additional optional protection packages, along with the documentation/dealer fee ($689) as well as sales tax and government registration fees.  They decided to move forward with the purchase but without the protection packages, we have a signed document that shows what they agreed to.  Once in the finance managers office they decided to purchase the protection package for $3201 (we have signed document that reflects that as well). Recently they came back in and voiced their displeasure at which time I spoke with them directly about what could be done.  We discussed two scenarios, one was if they cancelled the warranty and theft/ATP the money would be sent directly to the lending institution and would lower their balance, second we could trade them out of their vehicle and that same dollar amount in cancellations would apply as a down payment towards the vehicle they want to purchase from us but not if they purchase from another dealership.  At no time was it implied that they would receive a check from us for cancelling those products.  The down payment collected was applied to their loan (we have documentation in regards to that as well) the breakdown just deducts the down payment from the balance. At this point we feel there is no money due to them because the sales tax went to the government and the down payment went to the lending institution.  They can still cancel the products they purchased but the money goes back to the lending institution to lower the balance of their loan.
  

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visited business on 10/21/2022 - Diagnostics performed on a car concerning two separate issues, total of $343.85. I had said to focus on one issue instead of the other, but they performed diagnostics on both anyway. It was not adequately explained that the cost of a $165 diagnostic fee would be applied twice, instead of just a flat rate to look at both the radiator fan and the door lock actuator. They failed at communicating the extent of the fees just for diagnostics without repairs, and when confronted they stood by the fact that I had paid the money already and said they did not have to do anything.In the roughly seven hours they had the car, the tech crew had gone home even though its door was not reassembled. Other staff had to reassemble it after I had returned. No repairs were performed.

  Business response

  11/08/2022

  We apologize if there was any confusion on the visit and diagnostic fees. We do charge ****** per concern on each visit. If there were two different concerns, there would be two diagnostic fees. We will happily credit your diagnostic fees you paid toward the repairs if you choose to get the repairs completed. 

  Thank you

  Customer response

  11/09/2022

   
  Complaint: 18301127
  
  I am rejecting this response because: The fee was not clarified to apply multiple times for multiple concerns. I told them one was the priority, so they should have only attended to that concern, and not both. For all the wasted time and distress caused by this incident, I still expect a full refund.

  
  Sincerely,
  
  ***************************

  Business response

  11/28/2022

  when the guest brought their vehicle to the dealership, they asked for 2 concerns to be addressed. If they had only wanted 1 concern addressed, they would have only shared 1 concern with the Service Advisor. On their set appointment 2 diagnosis where checked (see attached file) and the quote was 330.00. All guests sign a diagnosis authorization on leaving the vehicle. Our Honda Certified Technician took the time to diagnose both concern the guest asked and provided a repair quote for both repairs needed.  We are happy to apply the diagnosis fee to the repair for each concern should the guest choose to perform the repairs.  

  Customer response

  11/29/2022

   
  Complaint: 18301127
  
  I am rejecting this response because:

  
  

  Technician was told ONE concern was the priority before work began, and that should be the focus of the inspection. Technician also did NOT specify that the charge would be applied twice, contrary to what was claimed later. Still intending to get full refund.

  
  Sincerely,
  
  ***************************

  Business response

  12/01/2022

  As per the prior attachment showing the guest came to the dealership with 2 concerns and signed to have 2 concerns to be addressed by our certified Honda Technicians.  Unfortunately, guests bring their cars to the dealership to have concerns diagnosed because it is a difficult process. Again, I am happy to apply the diagnosis to the repair if the guest would like to have the repairs performed. If the guest would had approved any repairs, I would have been happy to again apply the diagnosis fee to repairs. Guest has been to our facility 3 times   2 times in 2014 and 1 time in 2017. We have to charge a diagnosis fee because we have to pay our certified Honda technicians to inspect the vehicles. My offer stands as follows we will be happy to apply the Diagnosis fee to the repairs .

   

  Thank you

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought in my 2022 honda odyssey with a cracked side marker light on the front passenger side. The light was still attached and worked. They didn't have a light in stock so I paid to order a new one. On this first visit they cut the wire to the light and threw the light and wire away. When the new light arrived I brought my van back in to have the light installed. They told me they couldn't install the light because the wire was cut. I told them they cut the wire on my first visit and they needed to fix it. ***** the director repeatedly called me a liar and said they would never cut the wire. She told me they will not replace the wire and is taking zero responsibility for their mistake. I want the wire replaced and the new light installed. Also they submitted a claim for a new tire through my allstate tire protection plan but did not replace the tire. I want the tire replaced, or are they planning to collect the claim money and not put the new tire on? This place is dishonest. I want them to fix what they are suppose to.

  Business response

  09/03/2022

  Guest did bring their vehicle in with a damaged side light , Groove Honda ordered the part per their request and when they returned to have it installed the light was no longer on the car . Not sure if it was cut off or if it fell down and got caught in the wheel well and tore off ... we don't know .. but the Technician who looked at the vehicle on the first visit did not cut he light off.   We gave the guest the light they paid for and asked her not please not return to our Dealership in the future . Her profanity and aggressive behavior are not warranted and not conducive to a professional environment . Using the "F" word repeatedly  does not solve problems or fix her car . 

  Customer response

  09/07/2022

   
  Complaint: 17787787
  
  I am reject*** this response because: they absolutely cut my light off of my vehicle and I will not let them say they didn't that is a lie. I said the *** word one time on the phone  after I was repeatedly called a liar by *****. I informed her they absolutely cut my "F' *** lights wire. She doesn't get to make up a story and not fix the damage they caused. I will not stop plead*** my case until they fix my wire. 
  
  Sincerely,
  
  ***************************

  Business response

  09/15/2022

  Unfortunately, it appears to be a disagreement about how the damage has occurred. 

   

   *************** contacted ****** via email that she was disappointed and that she was "going to leave this alone. Goodbye" In light of the circumstances, it appears both the consumer and the dealership have decided not to engage in further business together. 

   

  If there are any questions or concerns we can further address, please feel free to contact me at ************ or at ***********************

   

  Thank you,

   

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

  General Sales Manager

  Groove Honda

  Customer response

  09/19/2022

   
  Complaint: 17787787
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jan 20, 2022, I was turning in my wife's vehicle for a battery warranty issue. The roads were icy that day and right in front of the dealership there is a round-a-bout that had ice. I slid and hit the curb and messed up the alignment. When I get to the shop, I told the gentleman what had happened. He said people do it all the time right there (you would think they would do something about it but great money making situation). Regardless, I told him could he squeeze in an alignment while they were working the battery situation. He said no problem, shouldn't take long. I told him my focus was on the front driver tire as you could see it was not situated correctly. Time and time goes by and I keep asking the gentleman what the hold up was. He said they were just checking on a couple things. I had my daughter with me because she had a delayed start because of the weather. I told him I needed out before 11 so I could get my daughter to school in time. He said no issue. Over three hours I sat there waiting and my daughter was late to school. After they replace the battery and do the alignment, I check out. I notice the camber is still not aligned on the vehicle (still pulls left). I asked about it and he said they would have to put it back up on the machine to see why it wasn't aligned. He knew I didn't have enough time for it. This is the second time I've had an issue with this place when it comes to alignments. They consistently underperform and don't do the job. I was at the shop today for another recall claim and realized I never got a response for this issue (this may be a duplicate). Also, the company has switched over from Freedom to Groove Honda (I will put his complaint in both) which may be why my first attempt at this wasn't answered. I have been delayed putting in this complaint because of military commitments.

  Business response

  07/06/2022

  Groove Honda Is Happy to refund you the $99.95 for the alignment . Please reach out to *********************** @ ************. Please note my biggest concern is that we may have failed to communicate with you why the Front left is still out of range .  I would prefer to Have my shop ******* check your alignment with you vs a refund if you would prefer. Being that the front left is still out you may have further concern causing this . Might have a bent or failed component . Please reach out to me so I can assist .

  Thank you 

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

  Service Director 

  Customer response

  07/22/2022

  Every time Ive called the dealership, I dont get an answer. ***** did call me back once but I was at work. I work in a locked down facility so we cant have anything that transmits a signal. To make it easy this is what my resolution would be. 
  

  I would like to take Cyndis offer of getting the vehicle looked at again. If they dont/cant fix it, I want a refund. If they cant fix it, I still want to know why but I want the refund for all in inconvenience as this should have been mentioned the first time (gas isnt cheap anymore). If they fix it this time, Im good with the repairs and they can keep the payment. 

  Business response

  08/04/2022

  I am happy to refund ************ the ***** for the alignment or if he prefers we can re-check the alignment . Groove Honda will do either for ************. ************ can call me at ************

  I wish Groove Honda had control over the round about one block west of the Dealership , but unfortunately it is city property .

  Customer response

  08/05/2022

   
  Better Business Bureau:

  At this point I will just take the refund.  The dealership does not want to take in my considerations.  I will just start taking my business elsewhere.  I asked that the alignment be rechecked and if they can't fix it, I still wanted the refund for not properly doing their job the first time and letting me know why the alignment wasn't fixed instead of "oh I don't know why.  We would have to put it back on the machine to find out" knowing I had to leave when this situation happened.  If they are willing to put the vehicle back on and fix the alignment, they can keep the money and I will continue my business here.  ***** has my number as I have called and left multiple messages.
  

  
  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

  06/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Freedom (now Groove) Honda on 9/18/2021, a new 2022 Honda Civic. I was very happy with my purchasing experience, but my experience with canceling a warranty has been less than ideal. I submit my request to cancel the warranty within the given timeframe and it was canceled on 10/5/2021. After not hearing back from the company despite multiple attempts, I finally heard back from an associate on 12/3/2021, who helped file the cancellation and backdated it to the original date of cancellation. Based on the receipt that was provided to me, the cancellation request was "approved". It stated that the "total customer refund" was $2,500. I have yet to receive this amount credited back to my loan account or as a check. Multiple attempts at contact with this company since October have been met with failure. I would like my refund and would like to note that I am still having to pay interest on a service that I am no longer recieving.

  Business response

  06/03/2022

  As of June 3rd, 2022 a $2500.00 refund has been issued to *********** Auto Finance for the above mentioned account. Please see attachment for copy of the check and tracking number. 

  We deeply apologize for the confusion on the refund. We changed ownership Sept 15, 2021 and I believe in the change over the accounting was simply missed on this occasion. Refunds generally do ***********-8 weeks to process, however, this is obviously long overdue. 

  In addition to the refund, we would like to reach out to the customer and offer a small compensation for the additional interest she has paid on the cancellation. 

  If there are any other outstanding issues I can be reached at ************** or ***********************

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I turned my vehicle into ********* to get an alignment. They told me my rear left camber was off and to realign it, it needs an aftermarket part (on 26 Oct 2021). I didn't think this was correct so I went to Freedom Honda to see if they could properly align the rear wheels. On 28 Oct 2021, I was at Freedom Honda because of a recall fuel pump issue on my other vehicle and talked to ***** about the alignment issue. He stated they are able to align all four tires correctly if anything was off. I scheduled with him to come in the next day. Fast forward, I am checked in by a Service manager (didn't get her name) and she stated they would be able to take a look at it and fix any issue if there is one. Come time to check out, ****** brings me to the counter and says it is not off (however close; read at **** and off alignment is ****). We talk about the discrepancy (********* read ***** and off is ****5) and he says he trust his machines more than another company as his machine was calibrated 2-3 weeks ago. Understandable. However, he then tells me that they can't align the back wheels even if they were off. They don't come off the assembly line with an adjustable camber for the rear wheels. I would have to get aftermarket parts installed (about $600; ~$150 for parts, labor, and then realignment) which is exactly what ********* said. Work order even said the entire reason I was there was for the rear camber to be adjusted. I even showed all three people the final printout from *********. Multiple people pushed me through to get this done and when it came time to check out, I'm told they can't do it. I feel this is a ploy to get people in the door to pay for service which they can't even do. Even the day I scheduled the appointment, ***** (Service Manager) asked that when the survey comes, they are looking for all 5's. I can tell you this doesn't warrant that.

  Business response

  11/01/2021

  Freedom Honda is going to refund the amount paid by the customer of $109.95.

  Customer response

  11/03/2021

   
  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,
  
  *******************************

*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. ↩