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:05/10/2023

  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.

  I bought my car back in April 5 really it was the 4th when we got the approval. When ****. Took me to go see my car I was on the phone w my mechanic friend who asked me to send him pictures of the car and the tires which I did and he told me that the tires were not good but I was going to need new tires and I told **** that n he told me that my tires were fine but they were not I had two tires on the car that were dry rotted n one a month later on my way home from the beach the front passenger tire blows it breaks a hose the goes to my windshield reserve and all the protective covering under the car now this dealership doesnt wanna fix my car ***** a manager at the dealership was like Ill pay for half and just walked away from me. I cant believe this is the way u do business I want my car fixed

  

  Business Response

  Date: 05/10/2023

  Brandon Honda executive managers are reviewing the complaint and the vehicle sale and will reply with a resolution.

• Initial Complaint

  Date:05/08/2023

  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 recently purchased a Honda CR-V EX-L 2023 from Brandon Honda located at *************************************************. The purchased took place on January 28, 2023. There were multiple red flags that occurred during the financing process with the dealership as describe bellow. Flag #1-When I started the financing process for the vehicle, the Dealer stated that since I wanted to finance a new vehicle, the loan would have to be financed with Honda Financing. This was not true.Flag #2-After some back and forth about the financing options, a manager walked in and mentioned he could "override" which would allow me to finance the car with a 3rd party. Dealer talked about LMCU but also stated that by not using Honda for the financing I was obligated to carry an extra warranty which had an additional cost of $2969.00 and could be seen on the breakdown with the name of "SIDECARS". They also mentioned that the warranty could be waived 90 days after the purchase. Most of this turned out to be not true as the warranty was not necessary to begin with, also, after some back and forth via email with the financing team of the dealership, the SIDECARS warranty was finally waived, 70 days later. Even thought it was supposedly done since 01/31/2023 Flag #3-The dealer mentioned that by financing the vehicle with LMCU it would allow me not to make a payment for the first 90 days but they failed to disclosed that my first payment would be completely going towards the interest of the loan. Knowing this, I would have taken the usual no payment for 45 days choice. Because of this, I m looking to be compensated for a total of $561.51 which was the first payment on the loan.

  

  Business Response

  Date: 05/08/2023

  We will issue a check to ************** for $561.51 and send to the address listed. The check will be mailed on or before Friday, May 12.
  

  Brandon Honda will use this as a coaching and teaching opportunity to serve our customers better.

  Customer Answer

  Date: 05/09/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/01/2023

  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.

  Last month in March I purchased a vehicle because my car got totaled I left the dealership with a 2019 ***********. Now a month later I am being harassed by my bank because they dont have a copy of my insurance. Now this is the second time brandon Honda has done this to me, the second time they failed to transfer my registration/renewal and now they failed to submit all the proper paperwork to my bank who is the lien holder on my car. I have sent my bank numerous of emails of copy of my insurance and they are not receiving the information on their end. There is no reason why I need to go out my way AGAIN! To submit paperwork that should have been submitted by Brandon Honda which is their Job!!! I honestly told myself I would never purchase a car again from Brandon Honda after they failed to renew my car the first time when I had my Honda but I went back to give them a 2nd chance and now they do it again!

  

  Business Response

  Date: 05/03/2023

  Proof of insurance was submitted on the website provided. Attached is confirmation that the insurance policy declaration page was received.

• Initial Complaint

  Date:03/30/2023

  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.

  During my experience of being a first-time buyer (finance) this has been such a roller coaster and not a good experience. After, deciding to make Brandon Honda my final car search location. At first, I was greeted with respect, at least I thought I was. My sale rep ***** was selling me a beautiful 2019 ******* Elantra and she understood my terms and conditions. Therefore, she made a deal with me in which I signed off. That if I put a downpayment of $1500 the day of and another $500 which **** called me personally and told me that the remaining amount $500 for my downpayment will be taken on April 13th. This deal also included ensuring my monthly payments will not be anything higher than $430/month. This was all a lie; **** called me and told me I had to come in to finalize my deal. I went in to find out my contract that I had already signed was being switched to in fact! Not needing a co -signer, after my *************** has been ran through multiple times and my car payments going up to $590, I left it alone and just wanted to be done with this process already BUT THAN! I came in to get a detail on my car which should've been done the day I got it. But of course, it doesn't end there ... Hope a woman in financing called me and told me I have to switch my contract AGAIN! This time my interest rate went higher, my car payment went to $631, and I so happened didn't have to put the additional $500 on my down payment. According to **** from Brandon Honda what messed up my deal was in fact someone called Ally (the bank in which who accepted my loan) to do a phone interview on my behalf, which wasn't me who they spoke with. I called Ally and they said this call was placed March 28th 1:25pm. This is extremely scary for the simple fact someone is using my information and tried to be me also known as fraud. No one there cared about my personal information being compromised and if I brought it to court, they would put a repo on my credit making it all my fault threatening me.

  

  Business Response

  Date: 03/31/2023

  Our Finance Director is looking into this so we can properly address the situation.

  Customer Answer

  Date: 04/07/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/17/2023

  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.

  On July 13 2020, we leased a CR-V and we were offered a ******** Package for $2,494. We were told that we could cancel the package anytime and a couple of days later we canceled it. We received a copy of the cancellation form but we never received the refund. Since then we have been trying to contact someone from sales and its almost imposible. We were finally able to get a hold of someone and he told me that when the lease was due to bring in the cancellation form and that they will take care of it. Just a week ago, we visited the dealer and when we gave them the cancellation form, the sales person told me that he was not sure how to handle the claim and that on the next week he will give us an answer by his higher up. Brandon has not called me back to resolve the issue and now I cant get a hold of someone at sales to know when we are going to get the refund. Its unacceptable that we have been trying to get a refund for a Care Package for almost 3 years and it just seems that they are trying to avoid the refund. Brandon Honda owes us and needs to take care of this. The last sales person to know about this is ****** V. Tried to reach him but no answer. 1/5

  

  Business Response

  Date: 03/17/2023

  Brandon Honda has received the complaint and is reviewing it to resolve the issue.

  Customer Answer

  Date: 03/17/2023

   
  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. ****** helped speed things up and they will have a check for me ready this weekend. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/07/2023

  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 purchased a vehicle from Brandon Honda. They have been deceptive and misleading thus far. I went to them with a *********** pre-approval, they insisted that their rate would be better. I take my credit serious, so I told ********** that I only want my credit ran once. He promised that would be the case, however, i received many inquires in the following days. He stated that he would have them removed & the last time that I heard from ******************** was 02/23/2023. I signed my contract, traded in my old car, and took home the new car on 02/16/2023. While signing the contract, I wasn't given any information on my finance company. Instead, the man that I signed with stated that he was having a meeting with lenders the following day & after getting me a better rate with them, he would send me my contract. I never heard of or got a comparison of my *********** rate vs. their in house financers. I never heard about *********** again. I strongly believe that *********** had the better rate and they were deceptive in that whole ordeal. *********** required no money down. They required $1000 down & my interest rate went up 3%! I have yet to receive my contract, my finance company information, and my payment due date/ information. The car that I traded in is still in my name since 02/16/2023 & it is now 03/06/2023. It is also past due with a late fee at this point. I've reached out to the dealership, including ************************* the ************************** *** have received empty promises on this manner. I have no choice but to take action using the rights that I have as a consumer.

  

  Business Response

  Date: 03/10/2023

  Ms.******* is coming to ****** Honda on Tuesday, March 7. Many items of her desired settlement have been done and we will mutually address any remaining items on Tuesday.

  Customer Answer

  Date: 03/11/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/10/2023

  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.

  On 11/30/2022 I purchased a 2013 ******* Accent from Brandon Honda. The agreed upon price was $10,500.00 before dealer fees and other taxes and state required fees. Close to 9 p.m. was the signing process on a screen desktop. In the process the finance representative added 2 "sidecar warranties" I was not aware of the price. It was closing time as they gave me the paperwork as they escorted me out the door. Upon arrival at home the same evening I noticed the "sidecar" prices from a company called Tru-Warranty. The total price of the 2 warranties was $3264.54. The next morning, 12/01/2022 I returned to Brandon Honda and said I did not want the warranties. They provided paperwork for the cancelation of the warranties and told me it would be 4-6 weeks for my refund. I returned in mid January 2023 and said they had difficulty submitting the paperwork to Tru-Warranty. I recently contacted Tru Warranty and the company said no submissions were received from Brandon Honda. I went to the Tru-Warranty cancelation website as advised by *********************** of ************, had all documents notarized and uploaded to the Tru-Warranty website. *********************** informed me Tru-Warranty had all documents necessary. All I want is the refund for the warranties which are already canceled. I canceled on 12/01/2022 in the amount of $3264.54...nothing more. I have been back to the dealership 5 times and there still is no resolution. Please help...I now have paid off the vehicle in full and possess the ******* Vehicle Title.

  

  Business Response

  Date: 02/10/2023

  I spoke with ************** this afternoon and called him back with this update: his refund check was sent today and will be delivered via *** on Monday; the stated amount plus refunded taxes. I emailed ************** the tracking number. He said he is 'very grateful" for the help and for getting back to him promptly today.

  He informed me he filed the complaint yesterday, before we spoke, and would like to contact BBB to remove the complaint.
  

  Customer Answer

  Date: 02/28/2023

   
  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.'

  Thank you so much for your assistance as Brandon Honda finally sent me a refund for the warranties which I was not aware of while my purchase was made. Apparently, there were taxes on the warranties as well. They included the applicable taxes in my refund as well. This would not have happened without your and the Better Business Bureau of West ********* assistance. I am forever grateful.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/11/2023

  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.

  I bought a used 2016 ********** Tiguan on Nov. 12, 2022 from Brandon Honda. When I sat down with the financial manager, *************************************, to go over the paperwork, she didn't go over any of the details, and I foolishly signed all of the paperwork without reading what the paperwork contained. It was presented to me in an electronic format; it was zoomed in and I couldn't discern what I was looking at. The only thing I could discern was that she initially showed me two different monthly payments, which corresponded with a package. I chose the more expensive one because it was only $70 more and it looked fairly innocuous, and the only difference is that it included additional warranties. After I signed the paperwork, I wasn't given my copy of the paperwork until a few weeks later, and that was when I realized how much the car cost in total: $25,000. It was really only worth about $12,000, considering that it had 100k miles on it. But they added a $3,000 power train warranty, which was apparently mandatory, and the warranties amounted to $8,000, which was news to me. After this discovery, I showed up to the dealership and argued with *********, and she ultimately acquiesced and offered to cancel those warranties and send a credit of $8,000 to the loan, which would ***********-8 weeks. I wanted to redo the loan but that wasn't an option. She made me sign a warranty cancellation form on Nov. 28th, but she didn't bother to give me a copy of it, so a few days later I asked for it and she said that I signed the wrong form. She sent me the correct one, and I sent it back to her. A couple weeks later, I asked for an update, and she said she was waiting on the warranty company. A week after that, which was yesterday, I asked for an update, and it turns out that she never sent the form to the warranty company in the first place. At this point I'm furious. I complained to her, and she sent an email yesterday to her higher *** to expedite it, but I haven't received an update yet.

  

  Business Response

  Date: 01/16/2023

  I have forwarded the complaint to our finance director and will respond when I have information about resolution.

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18719005
  
  I am rejecting this response because I've already spoken to the sales director and he said that according to ******* law, customers cannot return their cars to the dealership. He said that I would be receiving the credit regardless, though.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/23/2023

  Brandon Honda has submitted the cancellations as ****************** requested and are working to get a status update of when they have been applied by the lender. I expect to have updated status before end of week. The effective date is when he signed the documents.

  Refund amount: $8,036.23

  Dated: 12/07/22

• Initial Complaint

  Date:01/09/2023

  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.

  The sales price for the 2022 Honda HRV I wanted was listed at $25,739 on Carfax at Brandon Honda of *****. What they actually sold it to me for was $33,084.That inflated price, which was not disclosed to me, comes from some Lifetime Warranty Unlimited.While this was mentioned as something you get with the car WHAT WAS NOT MADE CLEAR OR TRANSPARENT, is that YOU PAY FOR THAT. In my case, it looks like I paid $5,358.96 for it.Listed Price: $25,739 Bundled so called Warranty: $5,358.96 Tax: $1986.04 The Lifetime Warranty Unlimited is not an itemized line item in my agreement. Ive called.Ive driven back up from ********** to *****.Ive requested to speak to a Manger and each time I get redirected back to their financing person. The explanation I was given is that it is bundled into the price. Theres no document, certificate, NOTHING to show what I paid all this extra money for.In asking how it is valued/priced, the answer I got is that it varies from car to car??? In other words, its random???Not understanding that I had already BOUGHT a whole warranty package (Lifetime Warranty Unlimited), they offered some additional maintenance plans (Fidelity Plans) that cost me another $3888.00. Plans I wouldve thought twice about had I understood $5000.00 plus had already been bundled into my cost. I didnt get any paper documents on the day of my sale. I only got them a couple of days later when I came to pick up the car. I also didnt get my financing paperwork until a month later. Only to find out that Id been financed through two banking institutions (Ill need to run a credit check to be sure there are no others). Two loans with two banks (***** and Capitol One). *** made several calls throughout November and December and even made another trip back up from ********** to *****. This was not an honest transaction, and this dealership is not dealing in honest and transparent sales practices.Its not ok. Please help.

  

  Business Response

  Date: 01/11/2023

  1/11/23

  New Car Director *************************************** and ********* Services Manager have spoken with ******************. Brandon Honda will settle this matter by making payment of $5,358.96 to the lender. This will be sent this week and an update with confirmation sent to BBB.

  Customer Answer

  Date: 01/16/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/05/2023

  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 went into service my 2015 Honda Accord. I was advice of the deals and my trade in value and convince to get a new car. Deal sounded great. I specifically asked *********************** who was my sales rep at the time if the vehicle 2021 Honda Accord came with new tires, reason to asking because my 2015 Honda accord had 4 new tires with LIFETIME WARRANTY on them. He assured me about 4 times that it did come with new tires, came fully equipped even with a new windshield. After getting my acceptance on vehicle I was approached my Abess to initially was the one who reached out to me about trading in my car but upon me coming into dealer ***** was on break. ***** began sale and closed out on sale. I went in on 1/1/23 to service my car for a maintenance of B 1 3. In which my advisor tells me after looking at my car and doing a report that I had 3 used tires on my car and 1 was brand new at 10MM the others was at 4MM. I advise that was not correct as I got the car from this dealer sold to me with 4 brand new tires.I simply asked accountability on ONE of the tires to be paid for from sales or service and Im willing to pay for 1 to replace my good tire to match my other tires and the other two tires to be put under the wheel protection plan. I was advise today 1/5/23 that unfortunately nothing can be done beside putting two of my tires under the protection plan to be covered and I will be responsible for the other 2. I was misadvised to SIMPLY GET A CAR OUT THE **** Anything for a dollar with those sales rep in that dealer. I HIGHLY DO NOT RECOMMEND THIS DEALER DUE TO THE LACK OF ACCOUNTABILITY AND THE MISREPRESENTATION ON MAKING A SALE. I am a mother of 2 kids who drive with them DAILY never would settle to get in a ****** loan deal only owing ****** on my car with new tires to settle for a higher debt with used tires!

  

  Business Response

  Date: 01/11/2023

  1/11/23

  *************************** spoke with ****************** on Tuesday and let her know that he will pay for a new tire. ***** spoke with *********************, service manager, to make arrangements. ****************** is coming on Thursday January 12 to have this service done.

  Customer Answer

  Date: 01/13/2023

   
  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.
  
  Sincerely,
  
  *************************