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:07/03/2025

  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 brought my vehicle which was purchased new from that dealership to have an inspection done on the refrigerant system. My issue was that the system would no longer blow cold air. Honda of Watertown was offering a coupon for a "free AC check" so I decided to bring it in to them.
  
  The technician inspected the system and said that I needed all new refrigerant lines at a cost of over $1,700.00 plus taxes. I was then told the parts were"custom ordered" and not returnable and I had to pay for them up front and it would take 5 business days to arrive. I was then charged a $200.00 service charge for the "inspection" . So much for the free inspection.
  
  I left the dealership with a non functional ac system.
  
  I then took my vehicle to an independent repair facility which specializes in Honda vehicles a few days later. I did not share my previous experience with the send facility as I wanted to get an independent review of the issue. They also did an inspection and determined that there were NO leaks in the system and nothing wrong with the existing line and the only issue was that the system needed to be recharged which is typical of a vehicle over time. Their cost was a total of $200.00 and I left the facility with a fully functional ac system and have had no issues at all in nearly 6 weeks.
  
  When I called Honda of Watertown and spoke to the service manager "John" to share my feedback I was told that the repair technician did nothing wrong and his assessment of the vehicle was correct. When I asked him then why I left his facility with a non functioning AC system but left the second repair shop with working ac he could not provide me with a answer and offered me a free car wash for my inconvenience. Being that they charged me for a misdiagnosed issue and tried to extort nearly $2,000.00 is appalling and deeply concerning.
  
  This dealership should not be allowed to rip customers off like this. I brought my vehicle there because I trusted them and instead left feeling bad.

  

  Business Response

  Date: 07/03/2025

  We apologize for the misunderstanding and a refund with be issued for the AC inspection. 

  Customer Answer

  Date: 07/07/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car from Honda of Watertown 5-30-25 . The car very next day has lights on dashboard board I did contact dealership . The day I drove the car off the dealership the mechanics checked it everything was good they told me . So next day lights in dash board I can’t ed the dealer he did say to bring it in I had to work that day so I stayed Monday then Monday came I couldn’t go due to being short staffed so me and Marc agreed Tuesday . So then Tuesday comes around I am heading to Honda of Watertown I had to pull over and turn my car off then I turn it back on the car started to run and then started again the car wouldn’t go pass 5 miles or go up a hill. So today 6-3-2025 the car is running real slow and then I contacted Marc he asked if I can drive it I said no I was scared so someone from Honda came to pick it up and then Marc stated the problem was the injectors but my biggest thing the mechanics at Honda checked the car they stated everything was good

  

  Business Response

  Date: 06/05/2025

  The vehicle has been repaired using OEM parts. If the customer is not happy with the vehicle, we will honor our exchange policy.

  Jon E*****

  General Manager

  
  

• Initial Complaint

  Date:10/09/2024

  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.

  I purchased a vehicle from Watertown Honda in CT. 5 days later the transmission went. I then was told they would refund me. Told me to unregister it and take the plates. I did that then 5 mins later they said sorry we cant refunded you!

  Customer Answer

  Date: 10/10/2024

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

   

  Since I have put this complaint in. I have spoken with the owner and he has made the situation much better. I would like to withdrawal this complaint at this time. 

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

• Initial Complaint

  Date:09/06/2024

  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 got my car June 13th 2024 and it stop driving a month later on August 27th I was driving the car and it suddenly stopped when I turned it back on it began making a loud clanking noise I brought it to the dealership I bought it from ( Honda of Watertown) they held my car for 2 weeks never gave me a loaner told me my car had to be diagnosed before they could give me a loaner car . After 2 weeks they called me saying I had to bring my car to the ******* dealership because it’s under the warranty and they’re the only place that can get the parts . The shakers of ******* dealership as well told me u had to wait until my car was diagnosed I waiting 2 weeks for them to get back to me telling me the issue with my car also telling me they had no loaner vehicles available . It’s going on 2 months now I receive a call saying my car won’t be serviced until the end of this month and that they do not have any loaner vehicles available

  

  Business Response

  Date: 09/20/2024

  Hello,

   

  Please contact either our Service Manager, Glenn C***** or Corey M**** at the store number, ###-###-####.

   

  Either Glenn or Corey will help resolve the issue.

   

  Thanks.

   

  Jon E*****

  General Manager

  Honda of Watertown

• Initial Complaint

  Date:08/06/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car I was never informed that the car I was purchasing was in an accident. Not until two days later when I got an email telling. I feel I should of been told this during the purchasing process. I never would have go e to look at the car let alone buy it. I did call and spoke to the used car manager and I he told me it was on the website. Maybe I'm wrong but I feel they should of told me about the accident.

  

  Business Response

  Date: 08/06/2024

  Good morning *******,

   

  All our vehicle history reports are available on our website
  for the public to view. They can also be requested to view at the dealership
  prior to purchasing a vehicle. If you are not satisfied with the vehicle we do
  offer a 10 day exchange policy. You can exchange it for any vehicle of equal or
  greater value from our inventory.
  
  
  Jon E*****
  General Manager
  Honda of Watertown
  *** ******* ********
  ********** *** *****
  ***** ******** ******
  ***** ******** ***
  ****************************
  ************************  

  Customer Answer

  Date: 08/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  they never showed me this document but made sure I was shown everyother offer available.  Why was I sent this two days later by email and not while purchasing the car.  It may bug ave north een on the website but shouldn't they bug ave ** ** wn this document to me.  Everything was happening fast, I had to get to t hug ebank before it closed to get the deposit.  When I called the manager never told me I had 10 days to exchange it.

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

  

  Business Response

  Date: 08/07/2024

  Hello *******,

  Like
  we stated the vehicle history information is available for anyone to view. It
  can be viewed on our website it is also available to view by scanning the
  window sticker on the vehicle and it can be requested at the dealership. Our
  final offer is that we will extend our exchange policy by 10 more days. Thank
  you.

  Jon E*****
  General Manager
  Honda of Watertown
  *** ******* ********
  ********** *** *****
  ***** ******** ******
  ***** ******** ***
  ****************************
  ************************  

  Customer Answer

  Date: 08/09/2024

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

  There was no sticker on the window when I looked at the car.  There are no cars in your inventory that I like.  This car is the color I was looking for and other dealers gave it in stock.  You do have at the ******** location a 2023 *** *** it is the same color as this one.  It is more more I'd be willing to look at it and check it out and if it's good purchase it, to put this to rest

  

  Business Response

  Date: 08/12/2024

  Good morning *******,

  Unfortunately, Honda of ******** is not part of our
  auto group so we would not be able to get any vehicle’s from them. You would
  need to pick a vehicle from our auto group which is ******** **** *****.

  Here is a link to our entire Used Inventory: ***************************************

  Please let me know if you see anything that interests you.

  Thank you.

  Jon
  E*****
  General Manager
  Honda of Watertown
  816 Straits Turnpike
  Watertown, CT. 06795
  (860) 945-3611 Office
  (860) 945-5323 Fax
  Je*****@hondaofwatertown.com
  www.hondaofwatertown.com  

   

   

  Customer Answer

  Date: 08/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I went on the website and there is nothing there that I like.  Sorry I thought the other dealership was part of yours.  I even looked at new ***** hoping they might be in my price range, but there was none in the color I want.

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

• Initial Complaint

  Date:07/12/2024

  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 have a warranty issue with a ****** I purchased 2 weeks ago. I’ve called several times and left several messages. No response

  

  Business Response

  Date: 07/12/2024

  Hello *******,

  Per our communication, we have been notified that you are all set.

  Please let us know if there is anything else we can do to assist you.

  Thank you.

  Jon E*****

  General Manager

  Honda of Watertown

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

• Initial Complaint

  Date:06/13/2024

  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.

  5/15/24 - put down deposit for a 2020 **** ******** that is continuing to shake and jerk. After being ignored by multiple people, they finally looked at the car and fixed the brakes on 5/31/24 but the shaking and jerking were not addressed. I was told that there was no transmission code but that does not solve the issues. It was stated that they do not work on many ***** so I may have to take it to a **** dealership to fix the issues. If you cannot fix a car, you should not be selling it.
  
  Please see attached for the full story of the nightmare I have experienced for the past month around an investment that was over $20,000! I am continuing to insist on a refund if you cannot fix the issue!

  

  Business Response

  Date: 06/14/2024

  Hello ****,

  We replaced the brakes and the technician road tested the
  car and did not find any other issues with the vehicle.

  However, we would be more than happy to bring the
  vehicle to a **** dealer for you to have the vehicle diagnosed by a ****
  technician. If the **** dealer also does not find anything of concern then you would be responsible for the diagnostic charge.

  Please call me if you would like to make arrangements to have us bring your car to a local **** dealer.  

  Thank you.

  Jon
  E*****
  General Manager
  Honda of Watertown
  *** ******* ********
  ********** *** *****
  ***** ******** ******

  Customer Answer

  Date: 06/17/2024

  
  
  Complaint: ********
  
  

  I already have a **** dealership that I will be taking it to this week. I want to be the one choosing the dealership, as I need to ensure that the people are trustworthy and I am getting accurate diagnostics. If they find something wrong with the car, I will be in touch.

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

  

  Business Response

  Date: 06/18/2024

  Good morning ****,

  Once your chosen **** dealer looks at the vehicle, if they find anything of concern, please have them reach out to our service manager, Glenn C****, to go over anything.  His email is ***************************, and his phone extension is **** at the dealership.  The main number is *************.

  Thank you.

  Jonathan E*****

  Customer Answer

  Date: 06/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My car has been seen by a **** dealer who found that the car is UNSAFE to drive because the tires are mismatched and poor quality, making it impossible to align correctly, causing the vibration. Further, there is a slip in the torque converter which is causing the jerking. They found the slip by connecting the car to a computer, which I was told your service team did and nothing came up. ****** has tried to get in touch with your service manager THREE TIMES over two days, as requested in your last message, but has not received any call back. I am now again without a car because of a lack of response from your team and cannot use the one you sold me due to safety concerns. Again, I am asking for a full refund considering the new developments.

  If you would like to talk to ****** at ******* ****, his direct phone number is ###-###-####

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

  

  Business Response

  Date: 06/25/2024

  Good morning ****,

  Our service manager, Glenn C****, spoke with ****** from ******* **** yesterday morning to review their diagnosis of your vehicle.

  Glenn instructed ****** to go ahead
  with their recommendations and complete the work, which Honda of Watertown will be covering.

  Please let me know if you have any further questions or concerns.

  Thank you.

  Jon
  E*****
  General Manager
  Honda of Watertown
  *** ******* ********
  ********** *** *****
  ***** ******** ******

   

   

• Initial Complaint

  Date:03/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Leased a brand new 2024 ***** ***** *****. Pickup up March 21. Drove to a friend's house and it leaked oil all over their driveway. Brought it home and it leaked all over my garage. Immediately returned the car to the dealership in less than 24 hours of being in my possession and asked that they cancel the deal, and I would buy a new one. They refused and said they could not do that and had to first repair it. I said even if it is repaired, I want a new vehicle. I suspect this is a defective vehicle based on the parts they had to replace. I also believe it is a possibility they knew of the leak and sold me the car anyway, there were several oily grease stains on the seats when I picked up the vehicle. This business is not doing what is best for their customers satisfaction and is not willing to take a potential financial loss to do what is right for their customer. I would like a new identical vehicle and they can sell the other one as it is now repaired. I do not trust it, and I paid for a NEW vehicle and now I consider the repaired vehicle "used" and thus worth less now.

  

  Business Response

  Date: 04/12/2024

  To whom it may concern,

  Mr. ******** leased a vehicle on March 21 2024 through ******** ***** ******* *** ***** ** *********. Unfortunately, after taking delivery with the vehicle being registered and titled Mr ******** notified the dealership that the vehicle had developed an oil leak and brought the vehicle back to the dealership. Upon inspection by a factory trained technician a failed part was identified. Mr. ******** was notified and the vehicle was repaired to factory specifications.

  Respectfully,

  Sam E*****

   

  Customer Answer

  Date: 04/20/2024

  I have been ill and not able to reply. Can you please reopen this so my response can be posted with the complaint publicly?

• Initial Complaint

  Date:07/13/2023

  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.

  On 07/07/23 my car a 2018 ****** *** was brought to the Honda of Watertown shop after my car completely stopped moving. Which happened will driving 75-80mph in sixth gear, my car revved up. I pulled over to figure out the problem and couldn’t get the car to move at all. I bought the car from this dealership on 06/17/23. They have has my car since day 19 of ownership. Meaning I’ve owned the car for less than 3 weeks when I had it towed to the shop. It is still under a full 60 day warranty or 3,000 miles whichever comes first. I also have an extended warranty as well.Now rather than just pay my deductible, they want me to pay almost $1,200 to have them tear down the car and find the problem. Now see in that it is under warranty still, I believe they have to find the issue without me having to pay them to do so and if for some reason the part that’s not functioning not under warranty than I have to pay. If the part is covered under warranty as I’m sure that it is, then I should only have to pay my deductible.

  

  Business Response

  Date: 07/17/2023

  To whom it may concern,
  
  Honda of Watertown did receive the 2018 ****** *** with a
  manual transmission from a tow truck. 
  The car does start and run but does not move.  The car smells like burnt clutch material as
  we had to push the car in.  We performed an
  inspection of car.  The driveline from
  the axles to the transmission look intact and working condition.  Due to the clutch smell and the clutch pedal
  does not feel normal it is looking to be a misuse of the normal operation of
  the manual transmission.  Honda of
  Watertown has made an offer to pay half of the tear down.  Honda of Watertown is waiting for the
  authorization from the customer to perform this tear down.  The customer is aware that if the car has
  failed due to misuse, that it would not be covered by any warranty.