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:06/28/2024

  Type:Order 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 5/27/2024 went to Westshore Honda to trade in my 2018 Honda CRV my salesman gave me a price of $24,400 for my new vehicle with gap/rims included in price. Explained that to my financial advisor which understood that told me my payments were $656 I told him make it $605 we had a deal and it was agreeded so I thought. He walked out got his mngr ****** who tried talking me into a pkg I quickly said not I'm covered with everything still tried talking me into something kept telling him no. ******* came back telling me they had to see who were going to finance me but for right now just sign with the $24,400 until they here from FCU which was my credit union and I carefully saw the numbers bcuz I've purchased many times b4 from Honda with no problems. I signed was told I needed a down-payment of $2000 towards my car which later I found out didn't go towards my car. A week later I still had no contract was constantly contacting ******* who was giving excuses such as OH we had to fire 7 financial advisors and I was the only one here so I couldn't get back with you. When I finally got my contract my car was $40,400 and payments $656 after I contacted the bank who had received no down-payment. Returned back to the lot who had no answers for me. So I need answers as to why this doubled and what they did with my $2000. I've never had a problem with them until now this is not the deal we had.

  Business Response

  Date: 06/28/2024

  Would you be able to come in to the dealership sometime on Monday to go over everything with our General Sales Manager.

  Customer Answer

  Date: 06/28/2024

   
  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,
  
  *****************************

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21909489
  
  I am rejecting this response because:

  Westshore Honda did not resolve their issue with me and really aren't trying I've purchased many cars from them and went in on 5/27/2024 tp purchase a car with a trade in and was told I had neg equity so I needed a dwn pymnt. After all that I was told my car was 24,4 w a pymnt of 2000 whn it all boils dwn it was not that I ended up with a ****** car and 656pymnt. I was totally confused so I contacted their bank whom they had put me with after taking me from my credit union. The bank didn't have the trade in neg equity or dwn payment and started their own investigation. Now today it turns up on a copy but still no agreement with me just wanted to say I purchased. things that I didn't and wanted to take my gap insurance and tires and rims that was supposed to be *** in purchase. I just want what was promised in my deal and not what they made up. I have purchased b4 with no problems so why now. Spoke with the ** today and he just was not willing to admit they were wrong or fix the problem just basically saying my problem. Deal Gone Bad!!! Want what was originally promised as far as my gap and tires and rims ***luded in my purchase not purchased separately and my payments at $605. Any other time I've purchased my deal has been my deal why can't they admit their mistakes. This is totally wrong!!!
  
  S***erely,
  
  *****************************

  Business Response

  Date: 07/11/2024

  Our General Sales Manager sat down with the customer the other day and went through the contract line by line. Her 2000 down payment was applied, and the payoff with her negative equity was also Applied. The customers payment has always been ******. She signed on ****** the day she purchased the car and it has never changed. 

• Initial Complaint

  Date:06/26/2024

  Type:Billing 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.

  So I came in to look at this $36,000 used ****** tacoma , talked to the salesman about it and mistakenly told him what I was gonna put for a down payment, so I put $17,000 down and they tacked on so many fees and extra warranties in the finance office that I still needed up having to finance $29,000 , I know they tacked on this ******** weshore advantage warranty I told them I didn't want and my payments went from like 3 hundred and something all the way to 4 hundred and something , I didn't realize it's been like 2 years since this happened and I had no idea all the fees because they only gave me a zip drive with my paperwork not actual printed copied of everything . Please help me .

  Business Response

  Date: 07/05/2024

  If you would like to come in and speak with our GSM, ******************************* you can reach out to him directly, ************. He said he would go through everything with you.

• Initial Complaint

  Date:06/18/2024

  Type:Billing 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 writing to formally lodge a complaint against Westshore Auto Dealer regarding misleading sales practices and unauthorized charges during my recent car purchase on June 10, 2024.Upon visiting the dealership, the salesperson initially quoted us a financing rate of 7.5% over a 75-month term. We agreed to proceed based on this information and signed preliminary paperwork provided by the salesperson. However, when we were in the financial manager's office, we repeatedly asked for the final car price but were consistently redirected and not given a clear answer. Instead, the financial manager began discussing the Westshore Advantage program and extended warranties, which we explicitly declined.To our surprise, we discovered that the financing rate had changed to 7.74% over an 84-month term. When questioned, the manager claimed that this was the best available rate and was unaware of the 7.5% rate previously quoted by the salesperson. Furthermore, the vehicle's price was listed as $40,497, significantly higher than the $36,505 advertised on their website. The manager justified this discrepancy by referencing a disclaimer on their website about the Westshore Advantage program, which supposedly added $3,995 to the car's price, though the website listed this fee as $2,995.Additionally, during the signing process, the manager presented a large horizontal screen for e-signatures, quickly scrolling through the documents and obscuring critical details. Only upon reviewing the documents at home did I realize I had been charged for unwanted services: $1,299 for window treatment and $1,429 for appearance protection, totaling $2,728. Despite contacting the warranty provider, I was informed that only the dealer could cancel these warranties. I have submitted a cancellation request to the dealer but have received no response.I am requesting a full refund of $2,728 for the unauthorized warranties and an additional $1,000 for the Westshore Advantage program.

  Business Response

  Date: 06/19/2024

  The customer is set to speak with our GSM tomorrow evening regarding her car deal. 

• Initial Complaint

  Date:06/12/2024

  Type:Billing 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.

  Westshore Honda advertised the vehicle I purchased for ******. Over 3 weeks later asked me to come back in to sign financing documents, they said they obtained a better rate. After reviewing documents given to me on a portable usb I seen the actual amount financed with the bank was over ****** AFTER I put down *****. I refused to sign anything & demanded they take the ************ my ***** to which they agreed to do & gave me a letter stating they would refund my 9.000.00 within 7-10 business days. We are now past the 10 ******** have not received the money nor will the finance manager ***** return my phone calls

  Business Response

  Date: 06/17/2024

  The customer has been reimbursed. 

  Customer Answer

  Date: 06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I was finally able to pickup a paper check refund for my deposit. However this dealership should not be allowed to falsely advertise & steal money from customers by unethical business practices. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/24/2024

  Type:Billing 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 4-17-24 I purchased a vehicle and hand signed a document stating that the price of the 2024 honda according hybrid was 1k under tag price of $33,745. Instead of the hand signed document at ******, they then changes the price digitally with a digital abbreviation of my name to $41,000. They also added five additional warranties on without my permission, and then another warranty called Westshore Advantage for $3995 which they claimed multiple times is 'complimentary'. I did sign the initial document with the $****** and the $3995 Westshore Advantage since they said it was 'complimentary' and I thought it was free. The deal went from 32k agreed price plus tax, tag, title, and state fees to $72,000 including interest. I received the documents from the bank for $52,000 for the vehicle and the rest is interest. Suncoast credit union claims they received these documents electronically, with electronic signatures and are failing to merit the hand signed documents we signed in person for the ****** plus the 'Complimentary' Westshore Advantage plan totaling $36,000, and plus 8.5% interest. They provided me a paper that showed ****** which included the interest from 36k to 51k, and then they took the paper and doctored it to replace the interest with 5 additional warranties that I never agreed to. They did day they would eventually remove four of the five warranties, because after 29 days I went in to decide on warranties; and decided that a warranty for $1700 to cover $12000 in battery costs for 7 years is worth it on a hybrid vehicle with a propulsion battery. *****, the finance person dealt with, claimed that there were no warranties available at Westshore Honda. Somehow they added up to $****** for the car complimentary, even though that would seem to mean for free. I only agreed to $****** plus tax, tag, title, dealer fee of $1200, and I accidentally agreed to the 3995 westshore plan. They also failed to provide receipts for the $1150 paid cash and $350 on a card.

  Business Response

  Date: 05/28/2024

  Customer has copies of all his paperwork, we have cancelled all warranty products, He sat with our finance director and went through all the paperwork and numbers. The Westshore Advantage was fully disclosed and signed on original paperwork and again in finance when he signed on our docupad. The bank has reviewed the paperwork and loan is funded. 

• Initial Complaint

  Date:05/15/2024

  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.

  My car was brought in to Honda Westshore April 4 for an oil change. I told them that there was a sound that I was worried about that recently started so they ran a diagnostics and told me it was my transmission then they had my car for like two weeks with no communication no nothing. When I pick up my car, the first time after they said everything was fixed. I just barely made it out of the parking lot and my car almost broke down in the middle of the road in traffic almost causing an accident so I then brought it back and they kept it for a long time with no communication no update or anything I had to call to get updates and every time I call I would get ignored. They would leave me on hold. Nobody would return my call and I went all the way up to the general manager, and everybody did the same thing And then again I picked my car up and it wasnt right so a couple days and brought it back because it got worse and now they are accusing me of getting into an accident with the car. There was no accident in place because I wouldve filed the report and claim my insurance, if that was the case and refusing to pay for anything that needs to be fixed And threatening to return the rental vehicle today or else leaving me with no car. Not to mention distress, I undergone went through this whole ordeal and being pregnant they left me in tears and having panic attacks because of the situation. And still coming out of pocket after warranty covered rest so basically the total came out to $6000 and my warranty covered 5000 and I still had to come out of pocket for the rest. My car is way worse and having issues ever since theyve had it in their care.

  Business Response

  Date: 05/22/2024

  We have offered to help the customer get into another vehicle and she has declined the offer. 

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21705788
  
  I am rejecting this response because: theyre lying about me declining. They told me there was nothing they could do and if they put me in another car my payments would be really high and I already pay ********************************************************************************************************* a serious accident while pregnant.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/28/2024

  We fixed the vehicle initially, customer picked up the vehicle and came back days later with other issues that were not caused will the vehicle was at our dealership and were not issues when she picked her vehicle up from service. We have declined to fix the other issues that were not caused by our dealership. 

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21705788
  
  I am rejecting this response because: I picked up my vehicle like that from the service department and they are trying to blame me for damages to my vehicle that they caused. They have messed my car up twice before this incident and had my car for a month of it just sitting there and lied about test driving it.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/03/2024

  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 am trying to get my down payment refunded. I decided against purchasing a car and stop doing business with this dealership. I requested any documents be sent to me by email or sent to me by mail to receive my refund. I cannot drive at this point due to a severe motorcycle accident in March of 2024. As of this point they keep asking me to talk to them but I can not nor do I wish to talk to them. I just want my down payment of $22500.00 back. I refuse to talk to any of these people.

  Business Response

  Date: 05/13/2024

  ************* has been to the dealership and has been taken care of. If you need anything else please let us know. 

  Customer Answer

  Date: 05/13/2024

   
  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

  Date:05/03/2024

  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.

  Upon taking vehicle to Westshore Honda on 04/15/2024 I was informed that a third-party warranty company covered the powertrain. The dealership never previously verbalized this very important detail. Westshore Honda would not do the transmission replacement because I did not prove a 120K-mile transmission flush. I was never made aware of any transmission flush contingency in the powertrain warranty. Documents received when purchasing the vehicle were without powertrain warranty while never receiving a thumbnail drive. The inspection paperwork given to me by Westshore Honda documented that no leaks/damage were found and that a transmission replacement was recommended. Westshore Honda inspection proves that transmission replacement has zero-connection to the engine flush. A clear and legible picture of the Westshore Honda inspection has been attached for your review.

  Business Response

  Date: 05/15/2024

  I am sorry to hear about your experience and would like to help resolve. My General Sales Manager, ******************************* would like to speak with you. What is the best way to reach you?

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21648634
  
  I look forward to speaking with your General Sales Manager ******************************* and prefer to communicate face to face, however if this is not possible then my email and phone are fine. You have my email and phone number listed on the BBB complaint. For your convenience I will provide information once more:
  
  
  **************
  
  
  **********************
  
  
  For the record as of 5/20/24 I have yet to receive a true response to my complaint on my lifetime powertrain. The accepted response by the BBB was an apology  and request for information that was provided on initial complaint. 
  
  
  Kind regards,
  
  
  *********************
  

  Business Response

  Date: 05/30/2024

  The customer has been talking with the **** We are waiting for him to email all his records from his service so we can submit to warranty company. 

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21648634
  
  I am rejecting this response because:
  
  June 9, 2024
  
  Westshore Honda GM did reach out to me and told me he would help get my complaint resolved. I emailed ****** the maintenance records of record as he told me he was going to investigate on his end.
  
  I have not heard back from ******, as of this moment there has been nothing resolved and my complaint stands firm.
  
  
  I am a little disappointed that the BBB would consider Westshore Honda's response sufficient to consider a complaint resolved. Nonetheless I appreciate the communication but the pace of action is very frustrating.
  
  
  
  **************
  
  
  **********************
  
  
  For the record as of 6/9/24 this BBB complaint is unresolved.
  
  
  Kind regards,
  
  
  *********************
  

  Business Response

  Date: 07/08/2024

  **** just sent ****** all the paperwork that he needs. ****** on Monday will resubmit and see if we can take care of it. Once ****** hears back, he will be in touch with **** again.

  Sincerely

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21648634
  
  GM from Westshore Honda, The first email I sent out went to his junk mail. We have that now resolved moving forward. 

  I look forward to having my lifetime powertrain warranty honored. 

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

  
  

  Business Response

  Date: 07/17/2024

  Greetings,

  Upon receiving the documents for vehicle service history,we will need ********************* to visit our service department for us to resubmit a claim to the warranty company. *********************** our service director will be handling the process as is aware of the situation, his email is ***********************************. 

  Customer Answer

  Date: 07/23/2024

  Ill go ahead and email him and coordinate for me to stop by the dealership. 
  
  *********************

• Initial Complaint

  Date:04/25/2024

  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 an extended warranty on the car when I purchased it. I asked the salesman to take it off. He said he cannot remove it. I kept telling him I do not want it. You cannot sell me a warranty if I dont want it any refused to take it off so I purchased the car anyway because I like the car and Im still trying to get the warranty removed. I stepdad told me I could remove the warranty and they would not remove the warranty and the warranty over $4000 so please can you help me

  Business Response

  Date: 05/09/2024

  Please give me a call at your earliest connivence so I can see how I can assist you. Thank you. ***** ************

• Initial Complaint

  Date:04/12/2024

  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 am writing to express my deep dissatisfaction and frustration with the service provided by Westshore Honda dealership. On December 10th, my husband and I visited your dealership with the intention of purchasing a vehicle. We were attended to by *****, who was insistent on highlighting the purported great deals available.After test driving several cars, we settled on a Dodge Journey despite encountering issues with the rear camera being blurry. We were assured by the sales manager, with whom we negotiated the price, that the camera issue would be rectified. However, upon leaving the dealership, the engine light illuminated, indicating underlying issues with the vehicle.Subsequent visits to your service department, particularly on December 11th and thereafter, only compounded our problems. Despite assurances from your staff, including ****** and later ****** the issues persisted. Multiple attempts were made to fix the engine light problem, including replacing the thermostat, gasket, coolant, battery, spark plugs, coils, and even the fuel inject pump, all to no avail.The lack of communication and accountability from your team is deeply concerning. On numerous occasions, promises were made regarding follow-*** and updates, only to be met with silence or conflicting information. This has resulted in unnecessary inconvenience, missed workdays, and disruptions to my children's schooling.Furthermore, the handling of the warranty process has been abysmal. The constant back-and-forth with the warranty company, coupled with the evident disregard for customer satisfaction, reflects poorly on the dealership's integrity and professionalism.At this juncture, I am left with no choice but to demand a resolution to this protracted ordeal. I urge you to take immediate action to address the recurring issues with the vehicle or provide a suitable replacement. Additionally, I expect compensation for the time, effort, and expenses incurred due to the dealership's incompetence and negligence.I request a prompt response to this complaint and a meeting with the general manager to discuss a satisfactory resolution. Should this matter not be resolved to my satisfaction, I will be left with no option but to escalate this complaint to relevant regulatory authorities and pursue legal recourse.I trust that you will treat this matter with the urgency and seriousness it warrants.

  Business Response

  Date: 04/18/2024

   

  This is *****************************, Customer Relations Manager at **********************. Our team sincerely apologizes for the inconveniences caused by the delays and obstacles in this repair process. I did further investigation on the situation with the team leaders, we are currently on standby waiting on further instructions from the warranty company that protects your vehicle to try to find the best solution for this matter. If you would like to set a time to visit our store and go over your options with both our service and sales leader, to explore the option of exchanging your vehicle or the further repair details on your current one. My email is ************************************** and my number is ************. Please reach out to me at your earliest convenience. We appreciate your time.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21557834
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  I am dissatisfied with the response from Westshore Honda and Sales Manager ****** regarding the faulty car I purchased. Despite my attempts to address the issue, I was informed by ****** that I would need to pay over $1300 for a warranty repair, contrary to what was initially communicated to me. My expectation is for Westshore Honda to rectify this situation either by refunding the purchase price or providing a replacement vehicle. If a replacement vehicle is offered, I insist that it be at no additional cost to me beyond my current monthly payment of $375.12, maintaining the terms of my existing loan. At the time of purchase, I was assured that the extended warranty would only marginally increase my monthly payment, yet I later discovered it significantly inflated the loan amount without my consent. It took considerable effort to have the extended warranty canceled, further exacerbating the situation.

  Business Response

  Date: 05/30/2024

  As far as repairs the warranty approved some coverage but not all and we offered aggressive pricing to help her cover any additional repairs but she was not happy with this offer. As for replacement option, the customer came in and met with the General Sales Manager about trading out of the vehicle, he gave aggressive trade values and pricing on the vehicle but there was no way to keep her at the same payment. We are sorry she remains unhappy but we believe we have done all we can to try and satisfy her.