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:06/09/2025

  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 need some help to finally get my finance products cancelled. I have been trying to get this done since February 26th. I have sent multiple emails and phone calls. Today, I was told they have only issued GAP cancellation check and not the *** refund check. The warranty company confirmed weeks ago that both products have been cancelled and the funds were sent to the dealership as shown on the email uploaded here. It has been over 14 weeks since I began the process of cancellations and the refund checks have not been issued by the dealership. Please help!!

  Business Response

  Date: 06/23/2025

  Thank you for the opportunity to respond to Mr. ***** ******** concerns regarding the cancellation and refund of his finance and protection products.
  First and foremost, we sincerely apologize to Mr. ******* for the extended delay he experienced in receiving the refund checks for his cancelled *** and *************** Contract (***) products. We understand his frustration and acknowledge that the follow-up process did not meet the standards of timeliness and communication that both he and we expect.
  According to our records, Mr. ******* first initiated the cancellation request on February 26, 2025. While the *** refund was processed promptly, there was an unfortunate delay in processing the *** refund due to an internal administrative oversight. While the warranty provider did confirm that both products had been cancelled and funds were remitted to the dealership, the issuance of the *** refund check was regrettably delayed on our end.
  We are pleased to report that both refund checks have now been issued and mailed to Mr. ******** At the time of this response, it is our hopeand understandingthat both have been received.
  We deeply regret the inconvenience this has caused and appreciate Mr. ******** patience throughout the process. Crown Honda is committed to improving internal procedures to ensure more timely processing and better customer communication in the future.
  If Mr. ******* has any remaining concerns or requires further assistance, we invite him to contact me directly so we may ensure all matters are fully resolved to his satisfaction.
  Sincerely,
  
  ****** **********
  General Manager
  Crown Honda

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23434078
  
  Thank you for the recent response to our refund request. However, I feel its important to share some of the frustration we experienced throughout this 1517 week ordeal, primarily due to a lack of communication.
  Over that time period, I sent more than a dozen emails and left over a dozen voicemailsnone of which were answered.  I left you voicemails on 2 separate occasions and even left messages with Aliyah, both without success.  This lack of response was especially frustrating given that I had asked multiple times whether filing a BBB or MyFloridaCFO claim was necessary just to have my refund request acknowledged. I only pursued those routes after receiving no response. All of this could have been easily avoided with a simple return call or email.
  
  Our primary concern now is that the warranty products were cancelled using incorrect mileage and dates. We had submitted the odometer statement and the signed cancellation form, so Im unclear whether those documents were ever properly reviewed. Mistakes happen, of coursebut typically they are corrected in a timely fashion. We are still waiting on the remaining refund based on the correct mileage and date.
  
  Another issue that needs to be addressed is how the *** was initially misrepresented. I now understand that the warranty purchased was valid up to ****** miles. However, I was originally offered a 3-year/40,000-mile VSCdespite purchasing a vehicle with ****** miles on it. That would have rendered the coverage effectively void from the start. I clearly expressed that I was looking for a longer-term VSC (4 years/60k miles) specifically because I tend to change vehicles every 12 years and wanted to maximize the potential refund upon cancellation.  The vehicle still had 7 months and ***** miles of factory coverage remaining, so a VSC that expires 19k miles after purchase would not make senseand I regret not reviewing the details more carefully before signing, as it was late on a Sunday.
  
  As a side note, I recently leased a new Honda Prologue for my daughter. Given that I already have both Level 1 and Level 2 chargers at home, Crown Honda could have been a strong contender for that leasebut the difficulty of this refund process strongly influenced my decision to go elsewhere.
  
  I sincerely hope these issues are addressed. It is not acceptable for staff to routinely tell customers that refunds take 34 months, when the industry standard is generally 69 weeks. Miscommunication, misrepresentation, and inaccuracies in cancellation processing do not inspire confidence or encourage customers to return in the future.
  
  I appreciate your attention to these concerns and hope this feedback helps improve the experience for future customers. 

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

• Initial Complaint

  Date:06/26/2024

  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 June 18th, my car, what's towed into crown honda? Remind you. I had been taking my car previous cause. I was displaying issues and problems. My car went to honda back in september and november of 23. Fast forward. My car stopped in the middle of the road. My dashboard went crazy while I was in the process of driving to. My car has been sitting at the dealership for a week. Just sitting I was promised a rental car. Once they found out what was the issue with my car and the master tech Write up the paperwork and the manager approve it. My customer service rep was *****. ********* who was the worst customer service rep. *** boss was *******. I had to do all the reaching out and calling in regards to finding out about my car. My customer service rep never reached out at all. I even stopped in the office on 2 occasions. ******* never there. Was running late on Friday? Finally ***** call me back, but told me they ordered the part and it was my transmission. And that **** had to approve my rental .first off I should have had a rental car the next day after They found out what was wrong with my car. Or a loaner car from crown honda. I was lied to when I finally spoke with the manager ******* on Tuesday. He laughing was very biased over the phone. Telling me about hear say. Tell me he don't need to know who I am. Refuse to give me the warranty company number. Because I wanted to reach out to them about my warranty at this point. I feel Crown Honda. It's a fraud, they lie to customers. Don't take care of the issues , ********************** needs retraining. He hung up on me several times after laughing and I told him the calls were being recorded and since he was treating me poorly. He hung up. I stopped answering my phone because he wanted To be disrespectful, keep laughing, not helpful at all but Honda chose him as their management bad choice. After I told him I was going to call a lawyer That's when he call back then left message with the number on my voicemail. Very unprofsnal.

  Business Response

  Date: 07/08/2024

  Thank you for the opportunity to respond to Ms. ******* concern.  While we regret that **************** has been without her vehicle for almost a week, we can only perform the diagnosis and repairs according to the procedures required by the vehicle manufacturer,American Honda Motors of ************* (***). These procedures include systematic steps and testing to determine the root cause of the vehicles problem.
  Ms. ******* vehicle was ultimately diagnosed with a faulty CVT transmission belt.  This procedure is covered under the vehicles *** factory warranty.  **************** requested a loaner/rental vehicle at that time.  We noted to **************** that *** does not customarily provide or cover the expense of alternate transportation for factory warranty repairs, unless there is a delay in parts availability, based wholly on the decision of ***.   The Crown Honda service team filed a special request for alternative transportation, but it was not approved by *** since the parts were available and arrived the next day.  We would like to note that **************** was not promised a loaner/rental vehicle in any of the Crown Honda service teams interactions. 

  
  Initially, the Crown Honda Service Manager was under the impression that an extended service contract was covering the repair to Ms. ******* vehicle.  He could not provide the number at that time due to fact it was an incorrect assumption and that the *** factory warranty was paying for the warranty repairs.  Once the Service Manager learned that it was an *** claim he immediately provided **************** with the contact number for Honda Customer Care. 
  

  As of the date of this letter, Ms. ******* vehicle has been repaired and returned at no cost to ****************.
  Thank you again for allowing us to respond.
  
  Sincerely,
  *********************************
  General Manager

  Crown Honda

  
  

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21903311
  
  I am rejecting this response because: Good afternoon, call Honda is a very unprofessional company. They're so not honest, and if they had cameras, So they say they don't, but if They do. Honda corporation could request that video. And it will show where the staff was. Telling me don't go get me or rent a car. I have to get an approval by the manager. **** the customer service manager and that it's only gonna cost me $50 deposit. I need to go to Hertz up on ***************** and ***********. If they didn't have this conversation with me and guarantee me a rental car, then how do I know all this information? I don't work for the company. And I would have never known this had. I was not told by the representative that what's serving me. ********************** and I wouldn't have been told that by the other guy there, who would also be on camera specifying discovered. I don't have to lie about anything. I would never purchase another car from Honda. I'm gonna make this be my last and utilize it to the fullest. This company has treated me very poorly management. I'm sorry to tell you even though the g. M stated he was not being racist. How do you know like I told him I was on the phone with him. I have recorded conversations because I let Mr. **** know that he was being recorded. Just like on Hondo end im being recorded. Told him several times that I was going to reach out to a lawyer. ******* the customer service manager. I guess he thought I was lying and playing until he kept calling me and I wouldn't answer Cos 4 when I was on the phone with my lawyer who I had reached out to and he advise me on what to do when ******* called me back. I told him let me merge you in with my lawyer. I'm on the phone with my lawyer. He hung up. Then call me back. Maybe 30 minutes later if that. And I didn't answer because he had hung up on me. Enough. That day laughed at me through the phone. Tell me some not so pleasant things as a person.Color of skin. He told me that I got kicked out of Crown Honda before. And I told him, where is he gets? His information spokennoise that is not accurate. You're listening to hearsay he stated and I. D so Crown. If I was kicked out of your facility before why was I able to come back in? Why was I able to break my car? To get my transmission done? This general manager and this customer service manager is covering up for each other and the customer service rep *********************** If they have cameras honda of america could have them run the cameras back request the video I have no reason to lie and like I said, I have a recorded conversation from ******* where he treated me poorly. Better Business Bureau. I'm going to hold this company accountable. They have lied to me. They have humiliated me as a customer that pays a lot of money for my car and my extended warranty. It wasn't my fault that they told me that my extended warranty covered everything to be done. Nor was it my fault that they promised me to get a run a car. I just had to get approval from ****. If I had known I was not going to get a rent a car I would have spent my money to get a rent a car instead, they told me to wait around. I lost days of work waiting on this company to hold up on their end of the bargain. Also, i'm going to reach out to my warranty company to find out they cover this to be paid for and if they did better, business bureau will know, and that will just let you know even more.This company is not honest. I proceeded to get my car fixed as my lawyer told me to He was there for me. Just in case he needed to pick up the case.Got the car fixed, but it's still Seams, as it's taking time to kick in gear. It was also doing that prior to my car. Stopping on me. Just like my dashboard was saying. All these crazy things can't taking my car back in. They said it was my battery. They replaced my battery. They did not put all my documents that my battery was not covered. They need to take accountability and replace and give me a new battery. Because they still have it on my documentation. As needing to be replace, **** spokennoise states on paperwork that they replaced it. So I'm not understanding. Did they not replace it in the car? It's still doing the same thing because of that. Or did they replace it and not give me a new battery? Adjust the battery to get me around enough and keep my car going. Any answers? I need my battery replace. D because I went in several times before twenty twenty four complaining of the issues.Crown honda needs to be Held accountable for their workers.And how their company is currently treating customers such as myself. I had a conversation with the general manager. Documents IX4I did not get like I explained to him. Y'all gave me documents that state. I still need my synthetic transmission fluid replaced. If I just got the transmission and stuff put in and I asked for documents showing what parts was ordered. What was the cost of it? I'm entitled to know all that as a customer and they refused to give me those documents. So back to the question, if you just replaced, then remove transmission fluid. Why is documents that y'all just gave me still stating that I need to replace my synthetic transmission fluid? This company is so fraudulent. I will not refer them to anyone and like I said, I would never get another Honda. Honda was my favorite car from being a teenager up until now. Until they have humiliated me and lie to me on several occasions. I have the message where I previously asked you guys to the company. Give me apology the apology that **** the manager gave me. He could have kept that his apology was I'm sorry you're having issues. That's an apology to a customer. Then he threatened to have my car removed and totally, if I didn't give them a yes or a no. That they could go ahead and fix my car when I was trying to reach out to my extended warranty company to find out what documents they sent them. And what was covered and what wasn't and so on. He he gave me an ultimatum. That is not good as a company. My car was already set in the week. Before you even ordered the part. The part didn't come in until that following Tuesday morning. So how do you give a customer A? Ultimatum to Either let him start on your car, or are you going to have the car towed away? That's not what good managers do you try to fix problems? And solve them, not make them worse. As this company has done I do not approve the message they sent and I'm rejecting it. I want my battery to be replaced. They need to be held accountable for that. Have documents as well as? I need them pay me for my days. I missed the work due to their customer service rep. Who served me told me? I could get a rent a car and I came out there to meet with **** to get the approval, but **** wasn't in. They told me he was running late that particular day.

  The video in the store we'll tell a 1000 words. My recorded conversation will tell you guys. How ************** was to me as a management? And if that's the type of management crown love, have working for them, good luck.I won't be a part of a company that don't take care of their customers.
  

  
  Sincerely,
  
  Nyitecka ***** Burden

  Business Response

  Date: 07/18/2024

  We are in receipt of your communication of Ms. ******* rebuttal/rejection.  I have reviewed all the facts of this complaint as well as the repair documents for Ms. ******* vehicle.  We stand by our prior response and unequivocally deny the unfounded allegations of Ms. ******* complaint and rebuttal/rejection.  

  The facts of this complaint are quite clear:

      1.   **************** was not promised a rental/loaner vehicle.
      2.   Honda *********s (factory) does not provide a rental/loaner vehicle with a factory warranty claim unless there is an extended parts delay.  Ms. ******* part was not          delayed; therefore, a rental/loaner vehicle was not approved by Honda *********
       3.  This claim did not involve Ms. ******* extended warranty coverage as it would have been denied due to coverage provided under the Honda ********* factory warranty.
       4.  Ms. ******* vehicle was repaired and returned to her at no cost to **************** for the repair. 

  It is for the above facts that we feel that Crown has completely fulfilled its duty to repair Ms. ******* vehicle according to the guidelines set forth by the Honda *********s factory warranty.

  If you have any questions, please do not hesitate to contact me.
  
  Sincerely,
  *****************************
  Chief Financial Officer

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21903311
  
  I am rejecting this response because: This guy the chief financial  officer knows nothing was not there and going by hear say.so crown honda please explain how I know about I'm to go to Hertz on 34st no and ******** north,I will only have to pay a ***** deposit for insurance for car.jow do I know if I didn't get that from two of your workers 1 ********************* the customer  service rep and 2nd I can come back and point out the nice gentleman who has served me in the past and he was one who promised  me as well soon as it's approved  by managment over customer service whom was running late that Friday when I came in and my car was still just wanting part my car was there fir a week before part even got there that following Tuesday after a week of sitting.  Explain chief financial officer how I know these things if I wasn't told by your staff? I have recorded conversations as well just like yall record when yall call. This company is racist I see now ,and what do you have to say about the transcribed voice mail your management you have working for you left me? His so called apology he could have kept I will put out there this is not the company to patronize, nor purchase a car from and if my battery don't get replaced as I have documents  that states battery was replace and it's a faulty  battery and it still states on crown documents it was replaced so that the battery is bad why is the company  saying I need to pay to get another  one this battery  should have warranty it doesn't  say other wise on my prior documents and now if it says other wise this company is frauding and changing documents. I had to call my lawyer to get your managment to act right and treat me as a customer on the phone but I guess we will see them in court ill.let my lawyer reach out to corporation higher up.than this financial chief officer cause I have recorded conversations, text scribed messages from these same people whome  lying to him mr.cheif financial officer. I lost days of work due to crown lying employees promising  me a rental car once approved by mangment and it never happend.i would have never put my self thru all the agony  had i knew they wasn't  going to get a rental only reason i didnt do a rental myself  cause they said it would be covered.  All they need to do was apologize  and explain the difference  and that mr *************** my rep ***** correct on what he told me due to me not using my extended  warranty  so crown say but i been busy cathing back up at work but im call the extended  warranty  place today that i pay out my pocket for to make sure they didnt pay for my car fix. It hurts these so call good works crown has working for them to apologize  and admit  they was wrong to the customer .But also my battery still bad and like I said when it was put in by Crown it didn't state no warranty or other wise I have prior documents to prove that and I just want my battery replaced and I'm already never utilizing crown again and going to trade off car to not have to deal with this lying,fraudulent company. I just want my battery replaced since this company installed  the batter.

   

  Sincerely,
  
  Nyitecka ***** Burden

• Initial Complaint

  Date:05/09/2024

  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 2015 Honda accord to fix a problem with the vehicle leaking fluid, and a burning smell coming from the vehicle in December 2023. Crown Honda stated that it was a cracked manifold, and that the part had to be ordered. Crown first stated that the part would come in on April 21, 2024. To this date Crown still says that the part has not come in yet. We had this very same problem in December 2021, when we took it to the vehicle into crown to repair it, They claimed that they fixed the problem then, and named it something else. They did not fix the problem because oil and a burnt smell was leaking out of the car, and onto my garage floor. Now we seem to be stuck with same problem the oil leaking on my garage floor. Out of all the issues we have had with this problem, this one is the most disturbing. Our vehicle had one year left on a 10 year warranty we purchased when I bought the vehicle. While we are waiting on the part to come in our warranty is declining and ends in January 2025, they should still fix the vehicle without any cost to us, since we started this process a year ago. I want Crown to pay me to have my garage floor clean of the oil spot, that i may not be able to get it up, I also want them to put a priority on reparing my vehicle. Crown Honda point of contact is ******* the Service Manager, phone number ************

  Business Response

  Date: 05/09/2024

  I have spoken to ****** and his wife on multiple occasions about the status of the back-ordered part for his 2015 Honda.  I spoke to ****** himself after receiving this complaint.  I explained how we have done everything in our power to get the part, but it the *** from Honda of America has changed several times.  We even contacted the one dealership in the ** that showed 1 in stock (in *************, **.). They would not release the part, as they had a guest who had been waiting even longer for the part. 
  I explained the process of fixing oil leaks (starting with the top most leak, clean, and reinspect) and the guest acknowledged that was the best method, and that was what we had done on his Accord.  I explained how we felt bad that we could not fix his vehicle,but without the needed part, we were stuck.  I reminded the guest of the major supply issues worldwide and we are no exception to that. 
  I reminded the guest that while we sell and service their vehicles, and represent them in every way possible, ultimately,we are not the manufacturer nor the supplier.  The guest understood, and reminded me he was a ********** tech back-in-the-day.
  While discussing the issue with the guest, I put him on hold to check the latest update from Honda, and was informed the newest *** was next week.  I left it with the guest that I would contact him next week with any further updates.  I assured the guest that the repairs on his vehicle of utmost priority for us. 
  The guest agreed and was not aware that we had reached out to another dealer to get the part and thanked us for what we are trying to accomplish for him.

• Initial Complaint

  Date:03/13/2024

  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.

  I am deeply disappointed with the service I received from Crown Honda during a routine maintenance visit in November 2023. Despite entrusting them with my vehicle, they made a critical error by overfilling the transmission fluid, which resulted in significant complications and financial loss.The day after the service, while on a road trip, I encountered a warning light indicating high transmission temperature merely an hour into my journey. Despite my attempts to contact Crown Honda for assistance, including reaching out to the service manager, I received no response. Forced to seek help at a service station, I was informed of the dealership's mistake the transmission fluid was overflowing.I finally heard back from Crown Honda on Friday (2 days after the incident, 3 days after the transmission fluid error), they offered no support or solution. Instead, I had to seek assistance from an automotive service center, incurring an additional $400 to rectify Crown Honda's error.Despite providing documentation from the mechanic that completed the repairs and texts from their technician admitting fault, Crown Honda has refused to acknowledge their mistake or offer a refund. I have escalated the matter with ***** but as of March 2024, the issue remains unresolved.My next course of action will be to share my experience on social media platforms to caution fellow car owners against trusting Crown Honda with their vehicles. All I wanted was to be reimbursed for the costs incurred due to their negligence, but their lack of accountability is unacceptable.I urge others to think twice before patronizing Crown Honda, as their sloppy workmanship could result in significant damage and financial loss.

  Business Response

  Date: 03/20/2024

  Thank you for the opportunity to respond to Ms. ******** concern.
  
  We have tried multiple times to contact ****************** and left messages for her to contact us to resolve her concern.  To date, we have not received a return call. 
  
  We will continue to call ****************** to communicate our resolution.
  
  
  Kind regards,
  
  ****************************
  General Manager
  Crown Honda

• Initial Complaint

  Date:06/01/2023

  Type:Order 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.

  Continue to have problems with used vehicle I purchased from Crown Honda.

  Business Response

  Date: 06/10/2023

  BBB,
   Crown Honda contacted the Price's the day after we got your complaint. ************** had not brought his car back to our shop to get repairs. After contacting him, he brought the car into **.
  Our Used car mechanic shop found the problem. We have corrected the problem and the engine is not spreading belts anymore. ************** is picking up his car today 6/8/23. They will be happy with the performance anymore. I have attached the repair order of the work that we did. Thank you and if you need any more information contact me
  
  *****************************
  General Manager
  Crown Honda
  

  Customer Answer

  Date: 06/12/2023

   
  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.
  
  *********,
  
  *********************