ComplaintsforDuval Honda

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle brand new from this dealership 16 yrs ago. After 16 yrs the Service Dept. has went down tremendously! Customer Service....what is that? No one knows but the cashiers because they are always very nice. There have been a few issues here and there over the yrs, but none as serious as the last 3 incidents. To add insult to injury they show no empathy and act as if the customer is asking for free service. They are becoming like the backyard mechanics, and even they have better diagnosis skills and customer service. To say that I am disgusted with the service I have received is an understatement! About a month ago I took my vehicle in for a diagnostic. I paid about $160. The advisor called me and told me what they supposedly found, which was a bad mount (which I later found out was not at all the issue) and rotors. I told the advisor I had replaced the mount less than a yr ago so that was not possible. I looked through my records and sure enough I did. When I arrived to pick my vehicle up the advisor had left for the day and there was no one to talk to. I wanted to know what mount specifically. I called a few days later, was told a manager would call me back. I never received a call from anyone. So I went up there. I had received a second opinion and knew it was not any of the mounts. I showed him a picture of every mount. He insisted it was the top mount. It ended up being the radiator fan. This last incident I brought my vehicle in for a diagnostic not expecting to leave it. However, that's what the advisor advised I should do. My appt was at 10:30, I called at about 4:15 to get a status on if they were going to keep my vehicle over night, spoke to a very rude operator who stated she would send the advisor a message. Guess what??? No one called! I had to go up to the dealership this morning just to find out my vehicle was done and just sitting there. With no reasonable explanation as to WHY! And guess what I still had to pay for subpar service.

  Business response

  08/19/2022

  Duval Honda contacted the customer to gain a better understanding of their concern. The customer is a valued client that has been doing business with us for numerous years. We have resolved the customer's current issue and have set a plan for future visits at Duval Honda.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  17 April 2021 I took my 2013 Honda CR-V to Duval Honda to have it serviced because I was having problem with my Air conditioner it was not cooling, after it was inspected and service by one of their technician I was told that everything was good and that there was no leak. I was charged $300 to have the repair done. I started working from home the end of June the same year so the vehicle was not being driven most of the time. The colder months came around so there was no need for an AC. Come March of this year I start using the AC again and it was not working. I called Duval Honda and made a appointment to have the AC looked on again, after explaining to the customer service representative I was told that I would have to pay for another service fee, I felt like I was held up and rob because I did not get what I paid for because the AC is still not functioning. I drove the vehicle today and got an instant headache from the heat in the vehicle. I don't have another $300 to have the AC worked on again when it wasn't fixed the first time around it is unfair and unjust I need my vehicle AC fixed.

  Business response

  05/10/2022

  To whom it may concern,
  Duval Honda reached out to the customer and extended an invitation for a complimentary diagnosis to address the issue. Client came in for a service appointment where we resolved the concern and the customer was satisfied with the results.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had an appointment scheduled 10/2/21 @2:30 p.m. upon arrival I was asked what I was having done. I explained I wanted to have an oil change, tire rotation, and wash. I didn't receive my vehicle back until 4:30 p.m. only to find that my tired weren't rotated and trash was left in my car by an associate. I brought my concern about the tire rotation to an associate and was then asked to wait another 20 minutes to have to issue resolved. Total disappointment with the service. Not what I would expect from a dealership.

  Business response

  10/08/2021

  Duval Honda is sorry for any confusion during *** ******** recent visit to our service department. Our service manager will reach out to her to offer a full refund on her last visit. We will also provide a complimentary oil change, tire rotation and detail for her next visit.

  Sincerely,

  ***** ******

  Vice President

  Customer response

  10/13/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

*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. ↩