ComplaintsforBrandon Honda

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2017 ********** Jetta from Brandon Honda on November 30th. I paid $20,040.97. When I bought the car, I was told that I was receiving a Lifetime Warranty Unlimited ************ for most major repairs. I recently took my car to a mechanic shop to have the ****** factory recommended maintenance done and to my surprise they noticed a lot of issues with the car. They found that the car had a coolant leak on the drivers side of the engine, oil leak coming from the engine and transmission area, the transmission oil pan dented really bad, and the undercarriage severely damaged. I went back to Brandon Honda to let them know what I found and the response I got was haphazard. The only thing Brandon Honda did was do a diagnostic check and told me to go to a ****** ********** dealer. When I went to the ********** dealer, the technician said that the car should not have been sold to me in the state that it is in. On top of that, when the ********** dealership looked up my warranty, none of the items needed for repair are covered. I believe that Brandon Honda knowingly sold me a bad car and lied about the warranty that I was receiving.

  

  Business response

  03/21/2024

  Based on our inspection, the transmission pan looks like it was hit by something and pushed inwards, has damage; not something the dealership would be responsible for. The water pump is normal maintenance but could be covered under our lifetime powertrain warranty.Lifetime powertrain warranty should also pay for rear main and oil pan gasket and should fix oil leaks.
  
  Unfortunately used vehicles are not perfect and will require maintenance and repairs. We cannot determine what the future needs of each vehicle will be.
  
  We offered an exchange back in November; the customer declined. 

  Customer response

  03/25/2024

   
  Complaint: 21464907
  
  I am rejecting this response because: the lifetime powertrain warranty that I was told that I was getting when I bought the vehicle is not the same warranty that I have. According to the lifetime powertrain warranty document provided, the water pump and oil pan gasket should be covered and accepted. I took my car first to Brandon Honda to have the repair work done, and they refused to work on the vehicle. I then took my car to Brandon Honda's sister dealership in *****, *************************, and they told me that the warranty that I received from Brandon Honda does not cover any of the water pump and oil pan gasket repairs. Furthermore when Brandon Honda offered ******************** in November, they said the only issue with the car was that it had bent rims. As you can tell from the picture, the undercarriage damage has rust which means that the undercarriage damage has been there for a while. Also the undercarriage damage shows that it has been hit hard, which is not normal wear and tear of a vehicle, and touches the control arm every time it is driven. Had Brandon Honda properly disclosed the full extent of the damage to the vehicle at the time of the exchange, I would not have agreed to keep the car. 
  
  Sincerely,
  
  *********************

  

  Business response

  04/03/2024

  We have spoken to *****, ******* Director at ********** of ***** and sent him a copy of the coverage. He will be reaching out to you to come back in for the covered work. A copy of the contract is attached to this response as well.

  Customer response

  04/08/2024

   
  Complaint: 21464907
  
  I am rejecting this response because: I already went to ************************* with the warranty document, and they said that the warranty does not cover any of the repairs. I want the warranty that I was sold when I bought the car which includes repair for things such as water pump, oil pan, timing chain/belt and cover, seals and gaskets, etc... plus reimbursement for the repairs that I have had to pay for that should have been covered under the warranty that I was sold. 
  
  Sincerely,
  
  *********************

  

  Business response

  04/17/2024

  After speaking with the Service Director of VW, he explained the contract did not cover the components that needed to be fixed which was the Water Pump and the Transmission Pan Gasket. The water pump is not a covered component and the contract only covers gaskets related to repairs. The contract the customer has is a limited Powertrain Warranty that comes with our vehicles that are under 10 years with less than 80k.  I have listed the covered components below.Ultimately the customer did not purchase any extra coverage. Brandon Honda will not be reimbursing the customer for repairs. New and Used vehicles alike will have maintenance and repair work throughout their lifespan. New vehicles come with factory warranties that prevent expensive repairs. Used vehicles do not come with warranties. Brandon Honda provides a complimentary power train warranty that will cover some items,but not all. That is why we offer extended service contracts with more comprehensive coverage to protect our customers from these types of repairs. 

  Customer response

  04/22/2024

   
  Complaint: 21464907
  
  I am rejecting this response because: the warranty that I received, which was one of the main deciding factors of my decision to purchase a vehicle at Brandon Honda, was not the same warranty that I was told that I was going to get with the purchase of my vehicle. The Service Director of VW confirms that information when he explained that the contract did not cover the components that should have been covered under the warranty that was sold to me which was the Water Pump and the Transmission Pan Gasket. I did not purchase extra coverage since the warranty was supposed to take care of the main components. Ultimately, Brandon Honda was not forthright with the information that was presented to me, and I am concerned that they are using the same sly practices on other unsuspecting consumers. In regards to my situation, the only thing that will satisfy my complaint is Brandon Honda taking responsibility for the car and the loan since the vehicle was sold to me under false pretenses.

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

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased new vehicle on January 1st 2024 with three additional pre-paid maintenance and warranties. The pre-paid maintenance and warranties are refundable after purchase as per the terms of the purchase. We submitted the paperwork to have the pre-paid maintenance and warranties refunded on January 11th to ************. They have confirmed that it was received and told it was up to the dealership to refund the money. Have made repeated inquires as to the status of the refund with Brandon Honda but have been unable to get a proper status or update on the refund.

  

  Business response

  03/15/2024

  The requested products have been cancelled. A refund check in the amount of $5,924.59 is being sent to ******** Honda Finance today, 3/15. A copy of the check and *** tracking label are attached for your records. 

  Customer response

  03/18/2024

   
  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

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally notify you of a violation of the Motor Vehicle Warranty Enforcement Act, as outlined under Section ******* of the Florida Statutes. I have encountered significant issues with my 2019/Chevrolet Truck/Suburban/2WD 4DR under VIN # ***************** that I purchased from Brandon Honda dealership in October,2022.Since the purchase of the vehicle, I have experienced recurring defects that substantially impair its use, value, and safety. These defects include: (1) Check Engine light staying on and Oil Pressure Fluctuating and Idling Rough ( also Smoking),(2) Internal Engine Failure, and (3) Damaged Lifter, Camshaft, and VLOM,which was sent over to Morgan Chevrolet to remove the cylinder head and repair the damaged lifter. (See Brandon Honda invoice no. HOCS744391). On or about October 18,2023, my truck was back in the shop at Brandon Honda for bad lifters again. **************** ************************************ at Brandon Honda received a email from **************** ************************************** from Morgan Chevrolet making her aware that the vehicle need lifters, cams, VLOM and now engine mounts and that Truwarrantly approved only the engine mount replacement. For as the lifters they will be covered under the Service Parts Warranty. However the coverage for the camshaft and other engine components (VLOM) has been denied and that these particular components are vital for the comprehensive repair of the vehicle. On December 9, 2023, I was told by Brandon Honda that my truck was ready for pick up and after I reviewed the invoice (#HOCS807008), I noticed that ***************** (******) or a Brandon Honda employee or associate made a false and untrue statement that I declined these repairs that was mentioned in *********************************** (149) invoice # CVCS32040 of Morgan Chevrolet. (See Brandon Honda invoice # HOCS807008 and Morgan Chevrolet invoice # CVCS32040). * Review Notice 1-22-24 and 2-12-24 for full facts. Also the Contract was to large to upload

  

  Business response

  02/27/2024

  This vehicle was purchased as a used vehicle. We have fixed some items on this vehicle. Other remaining repairs are the responsibility of the owner. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 *** 230i from Brandon Honda in November of last year and noted that in large writing on the rear windshield was **** from Brandon Honda. After three car washes it did not come off. I attempted paint thinner, goo-gone and many other cleaners. Nothing removed the writing. It was mind boggling to see someone sign their name on a car with some type of clear acrylic so large. I eventually spoke with ***********************, a manager at Brandon Honda, who acknowledged the damage and informed me he would get back to me with a plan of action. He did not return any form of communication. I would like it removed or to be compensated for a new rear windshield as its large and very distracting in the rear view windshield. This was not on any of the original pictures of the car and was not noted when I purchased it but I did notice it after I had returned to the dealership a few times and lended them the car.

  

  Business response

  02/12/2024

  Good afternoon. We will reach out to schedule a time to clean your windows. Thank you. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brandon Honda agreed to pay $11,133 of the remaining loan and told us we would receive our $260 payment back from ***** Fargo. Upon contacting ***** Fargo after a few months they inform us Brandon Honda checked back in on the loan and instead paid off the remaining $10,879.37 without telling us what was going on. As for exact dates, we have many files and can give more information if needed.

  

  Business response

  01/16/2024

  Are you requesting $260.34? 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had a horrible experience with trying to get my $432 gap refund back from the dealership. Originally, it was supposed to be a gap claim, but we ultimately decided to treat it as a Gap cancellation effective total loss date of 7/2/23. I have tried again and again to obtain this refund, and even have a letter from JMA gap stating I should receive the refund from dealership. When I call the dealership, they state I am not owed a refund. I have called Honda as well to attempt to verify if they have sent it. They have not, and they have been much more cooperative than Brandon Honda. Additionally, Brandon Honda caused me to have one of the worst buying experiences of my life less than two weeks after my total loss incident. I wanted a Honda HR-V, but it was marked up $5,000 for something called a market adjustment fee. They were transparent about the tee, but its basically an additional cost to charge more just because they can due to a volatile/competitive market. I signed preliminary paperwork, but did NOT take the vehicle off the lot. I found that Regal Honda in Lakeland was charging less for a fully loaded HR-V due to no market adjustment fee. I got the deal I wanted, but I wanted to let Brandon Honda know I would not be a part of the deal with them any longer. Brandon Honda then threatened me and stated I would be locked into two loans & two payments if I signed my loan with Lakeland. I cried and almost continued with the higher loan amount out of fear. I checked with my cousin who works in the dealership world and he let me immediately know dealership was lying. He had to contact someone with the dealership directly to get them to tell me the truth that I did not have to be in my alleged loan for a vehicle I never took possession of. Im disgusted by how this dealership has taken advantage of me, a single young woman, right after a traumatic total loss accident. I still cant believe this happened.

  

  Business response

  01/19/2024

  When Honda pay's off a loan, if that customer had GAP insurance, they deduct the refund amount from the total payoff. We would like to resolve this and issue a check for $432 in hopes of gaining your business for future sales and services. 

  Customer response

  01/26/2024

   
  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

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We sold the car after a year and submitted paperwork for a refund on an extended warranty we followed up with the dealership by going in-person to ensure it was filed by the accounting manager. This took over two hours as we had to wait an extended period of time. We were told we would receive a refund. We never have. The only refund we received was $1.47 for a tax refund. When we research the warranty provider it indicates that we are to contact the dealership for a refund.On further inspection of the paperwork my husband was asked to sign a form, the he was told would itemize the refund. HOWEVER, the form that he was asked to sign is used to release the money to the dealership as part of a down payment. We DID NOT purchase a vehicle from them nor did we ever have any intentions of doing so. Certainly not ever considering what has transpired. He recalls the accounting manager saying that it (the form) didn't matter because we weren't buying a car from them but we've never received any other information or word from the dealership. We are owed a refund of *******

  

  Business response

  01/11/2024

  Brandon Honda cancelled your products in March of 2023, the refund checks were cut 3/27/23 and mailed to 4/11/23 from our warranty company JM&A. Unfortunately, JM&A sent the refunds to the incorrect address. We have reached out to JM&A to get an update on getting new checks out in the mail and to verify your address. Since the refund check is six months old, their policy is to place a stop payment and reissue in 3 business days. You should receive the refund check in the mail by the end of the month, its being resent to the following address: ***************************************************************.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a car from Brandon Honda in March 2023. One of their perks was a $25 gift card. I received the car but have been unable to use it. I complained to a representative at Brandon Honda and was told I had to deal with perfectgift.com, which issued the card. I have called them many times but am unable to speak to a real live person. I have wasted a lot of time online trying to get a resolution to the problem. I finally have accepted that the gift card is a scam employed by both businesses. I have lost no money, but I've wasted a lot of time and effort and experienced a lot of frustration.I would appreciate knowing if you have received other complaints about this.

  

  Business response

  01/03/2024

  We have not received any other complaints about this, thank you for bringing it to our attention. We will address the credit card company about this immediately. Please accept a $50 check for your waste of time and frustration. A copy of the tracking label is attached to this response. 

  Customer response

  01/03/2024

   
  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

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from Brandon Honda on 11/3/23. I accepted a price of roughly $32,900 before putting down $10,000.After making a deal with ****, a finance manager, to which during our sit down I asked to see the full price with packages and was only given monthly prices. Under the pretenses, I assumed the priced had not left far from the original agreed price. My co-signer returned the following day to finishing signing their portion with a different finance manager who told us we would receive our paperwork via email, different information given to us than from ****, the first finance manager, who stated it would be all printed out on site before we left. At this point I still have no knowledge of the full price and wait several days for the email to view my paperwork so I can login to my loan account. I eventually guessed the company and saw my loan was $7,800 higher than we agreed. After some back and forth with the management, *********************, the finance director, agreed to refund all of the packaged added on stating **** sold you a bad deal, and I signed paperwork confirming the refund. I followed up with ******************************* through email, whom I was told was responding for filing the refunds and that it would ***********-9 weeks. I have received no further emails and have been left on hold when trying to get in contact with the finance office. There has been no adjustment to my loan amount. I went 7 days with no paperwork when I asked for it only to find out they legally could not email me the paperwork and was told by ****, my original finance director, that he couldnt refund me as the deal was done. **** also could not give me a list of the packages he sold me when we sat down a second time. This was all falsified by the saleslady and the finance director, ********************* who issued the full refund of approximately $7,800.

  

  Business response

  01/03/2024

  We signed a cancellation form on 11/11/23 and filled out a check request to refund him for the paint protection product. When we received the complaint, we looked further into the status of the cancellation and it had not been processed yet (12/30/23). At that time we issued a rush payment request and manually cancelled the policies. Attached is a copy of the cancellation form.

  Customer response

  01/11/2024

   
  Complaint: 21061375
  
  I am rejecting this response because: Brandon Honda did not input the refund when requested and I have not received any shipping numbers proving that any checks have been sent. 
  
  Sincerely,
  
  *************************

  

  Business response

  01/18/2024

  ******************, a copy of the check and tracking slip attached. Ally received the package 1/17, please allow a few days for them to process the check and to reflect on your account. 

  Customer response

  01/18/2024

   
  Complaint: 21061375
  
  I am rejecting this response because:
  

  Attached is an email from ********************* detailing the full amount(100%) being refunded to me. Please inform me where  and when the remaining balance of $2,099.80 will be sent. 

   

   

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

  

  Business response

  01/30/2024

  The check for the remaining balance of $2,099.80 is being sent to ************** today, 1/30/2024. A copy of the check and *** tracking label attached. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** dollar payment intended for a lienholder was retained by Brandon Honda and they refuse to provide documentation of until discussion to pay *********** financial and my car was repossessed in this process

  

  Business response

  12/14/2023

  You cannot be refunded your down payment if you default on your loan. Its a standard, acceptable practice for the dealership to retain that money.

  Customer response

  12/16/2023

   
  Complaint: 20991667
  
  I am rejecting this response because:

  your salesman **** advised my down payment would go directly to the financial company I am lending from which I have documented. I called to verify that happened and was advised differently which means my initial payment was taken for your personal company gain. 
  

  theyve sent supporting documents that you did not send that payment and I will be moving forward with legal action for unauthorized payment to Brandon Honda. 
  Thank you for your minimal efforts 
  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. ↩