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:05/22/2023

  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.

  Took my 2023 Pilot into Wesley Chapel Honda for a low tire pressure. Was told that it was a small staple causing a slow leak and that it was in an area they could patch without harm to my tire. Which is practically brand new. I agreed. Upon looking at the tire when I got to work, I noticed it had in fact been plugged not patched as I was told and what I paid for. I'm not okay with this being done as it was not what I agreed to and now effects the life and safety of my tire.

  Business Response

  Date: 05/22/2023

  Mrs ******** 

  We did indeed PATCH the tire, and did NOT use a plug.  Patch is the only approved long term repair for a tire puncture.  Attached is a copy of your invoice showing the patch charged out.  The process involves removing the tire from the wheel, and the patch covers approximately a 2" diameter with a "post" that runs thru the puncture.  The cover of the patch is then cauterized to the inner rubber liner of the tire, created a permanent bond.  Once again, this repair is the ONLY repair we do on tires, we will never PLUG a tire for safety reasons.

  If you have any further questions, feel free to reach out to me personally, 

   

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

  Customer Answer

  Date: 05/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I wish I better explained this at the point of job and sale. I was under the understanding that It was being patched. 
  Also, after getting home from work and better being able to look at my tire, there is scratches all over the rim as well as look at the way the magnets to balance the tire were placed. None of this job am I happy with, I prefer to not do business here again, I've always dealt with Honda and never had such an issue as with this dealership and people. I would like a refund of my money paid and I want to make sure the job is fixed correctly, balance and scratches to the brand-new rim included. 

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

  Business Response

  Date: 05/23/2023

  IT WAS PATCHED, AS WAS PRESENTED TO YOU AT THE TIME OF APPROVAL. 

  AS FOR SCRACTHES, I WOULD NEED TO SEE THE WHEEL TO SEE IF THEY ARE INDEED SCRATCHES, OR SOME RESIDUAL FROM THE TIRE LUBE.  ALL CONTACT POIINTS WITH THE WHEEL ARE RUBBER.  WHEEL WEIGHTS ARE THE ONLY METAL (ALUMINUM) THAT MAKE CONTACT WITH THE WHEEL.  WE ARE OPEN 7-7 MON-FRI, 7-5 ON SUNDAY.  YOU CAN CALL ME AT ************ AND LET ME KNOW WHEN YOU WILL BE BY TO HAVE IT INSPECTED/CORRECTED.

• Initial Complaint

  Date:05/22/2023

  Type:Sales and Advertising 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 29, 2022, I had purchased a used vehicle from this business. Out the door there seemed to be no mechanical issues. I never had an issue with the vehicle and drive it for about 3 months, up until November 13, 2022. One night while driving on the highway out of town, the car just stopped, reading it was overheating. The vehicle was then towed to the closest dealership to have it looked at. Upon review I was informed that the vehicle had engine sludge, and a blown head gasket. When I got my warranty company involved, which was recommended by the dealership, they inspected and concluded the sludge had been from the previous owner, meaning the warranty I had been paying for would not cover the repair costs. I then contacted the dealership and even went in person to discuss the matter and no one could help. I stated the warranty company said the damages were from an issue from before the car was purchased by me, and it was a lack of maintenance from previous owner. The dealership was contacted on numerous occasion via email, and phone call. I have yet to hear back from them in almost a month. Every conversation I have had with them has been deflecting the issue at hand. No help or solutions have been offered for this overlook, yet I am still paying for a vehicle I can not drive. This has been an ongoing issue for almost 6 months, and no one has been able to even call me back to discuss the matter. This is a situation that needs to be handled better on their end.

  Business Response

  Date: 05/23/2023

  Good morning,

  Need more details.  I do not see a vehicle listed on my end under the name of *********************** or that number provided.  Can you send me the **** or if it is under a different name, please provide.  You mentioned you had spoken to someone at the dealership, can you provide dates and whom you spoke with?  As the Ops Director, I am not aware of this issue.  Please note as well that there is no crystal **** to determine what the inside of the engine looks like.  Assuming we did sell this vehicle (need VIN to verify), it is put thru a thorough inspection, and if it meets those standards, it is then retailed.  If not, it is sent to the auction to be sold.  If there is sludge, that is a condition of oil that has not been changed as recommended by the vehicle manufacturer. Head gasket, that is NOT due to oil and is no way related to lack of oil changes done on time.  Gaskets will fail by themselves, or if the vehicle is run hot or overheated.   

  Customer Answer

  Date: 05/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory. I would like to further discuss the situation to try and resolve something. I am in no way trying to pin blame, I would just like to have a vehicle in which is functional. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/11/2023

  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.

  2016 Hundai Sonata was purchased from this dealership in September 2022. I began having mechanical problems within the first month. Vehicle was taken back to them several times and told I had a leaky oil cap after an oil change that they completed. It turned out to be a transmission fluid leak that progressed to them having to replace transmission. After transmission was replaced I continued to have problems with this vehicle that they refused to cover. This service **** is very incompetent costing me additional money for unnecessary repairs. I believe this vehicle was in poor condition and should not have been sold to me which is the main source of my complaint. I asked to trade out of this vehicle several times for these reasons but was not able to do so. Vehicle continues to have strange hood sounds and other notable abnormalities while driving. The paint also started to peel within the first month of purchase. I understand that vehicles must go through a mechanical check point and pass but I question the validity of this due to the competence level of the service department. As thy have proved themselves to be highly incompetent.

  Business Response

  Date: 04/11/2023

  I am aware of this guest's vehicle.  Is 8 years old and does have over 80k miles on it.  It passed our used car inspection, and at that time in addition to a full service, (oil and filter change, new air filter, new cabin air filter, new wiper blades, new front brakes, and new rear brakes, as well as new brake fluid.  That was 08/08/2022, with 77k miles.  Guest returned for an oil change at 80k miles.  Came back close to 84k miles with some sort of fluid leak.  OIl filter gasket was not sealed fully.  Also, found the axle seal was leaking, which was replaced, at a cost to the guest of $160.00.  Guest returned a month later, at close to 87k miles, with check eng light on.  It was determined that the axle seal we replaced was installed incorrectly and enough fluid had leaked, we had to replace the transmission. That repair was at no charge to the guest due to the incorrect workmanship done.    Guest came back again, and it we found a coolant hose that was not tightened fully and was seeping coolant.  Guest returned in Feb, now at 88k miles, and the valve cover gasket was leaking.  This is a very common failure, and we offered to cover the labor, while the guest paid for the part.  Have not seen the vehicle since then.  

  We have made every effort to take care of this guest, and the used car she purchased.  Her total out of pocket expense since ownership is 99 for the gasket, and labor for the axle seal which was $160.  If the guest has any other issues, she should schedule an appt with us and we can inspect for any concerns she may have.

   

   

• Initial Complaint

  Date:03/30/2023

  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 Wesley Chapel Honda in February of 2022. At the time of purchase I also oped for all the extended warranties, e.g., electrical, road hazard. Earlier this year I needed a tire replaced and took the vehicle to the dealership. Open arrival, I was given an estimate for repair costs. When I informed the attendant that the vehicle should have a road hazard protection warranty I was informed that was not on record. I took the vehicle somewhere else to be serviced. Since that day, I have requested a copy of my purchase agreements from the dealership multiple times. I have called the dealership repeatedly. Every time my calls get forwarded a voicemail from which I don't hear back. I have emailed the finance representative that assisted me during the purchase directly, to no avail. I have file a complaint with Honda directly. I believe I pay a monthly premium for warranties on the vehicle. Such warranties are sold by the dealership and agreed upon during the sale process, and thusly are reflect on the monthly payments made on the vehicle. Now, the dealership is refusing to acknowledge the warranties they sold me, that I pay for. And further refuse to provide me with copies of the purchasing agreements that would reflect the purchase of said warranties.

  Business Response

  Date: 03/30/2023

  THE ***** DOES HAVE A CONTRACT, SEE ATTACHMENT.  DEPENDING ON WHEN HE CAME IN AFTER THE PURCHASE, THERE IS TYPICALLY A DELAY FROM WHEN IT IS POSTED ON THE ASSURANT SITE.  THE DEAL IS DONE IN FINANCE, WHERE THE CONTRACT IS SOLD.  THE DEAL JACKET IS THEN SUBMITTED TO AN ACCOUNTING OFFICE FOR PROCESSING.  SINCE THERE WAS AN ADDITIONAL WARRANTY SOLD, THE ACCOUNTING OFFICE THEM HAS TO PROCESS AND REMIT PAYMENT TO THE WARRANTY COMPANY.  ONCE THE WARRANTY COMPANY RECEIVES PAYMENT AND VERIFIES THE ACCURACY OF THE CONTRACT, IT IS THEN UPLOADED FOR ANYONE CALLING IN TO SEE IF.  CONTRACT WAS PUT IN FORCE ON 2/10/22,   AND SHOWS AS AN ACTIVE CONTRACT.

  Customer Answer

  Date: 03/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and REQUIRE FURTHER EXPLANATION FROM THE BUSINESS:

  Can you please itemize which extended warranties are included in the bundle described in the sheet that was sent. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/30/2023

  it is written at the top.  I do not have access to your specific contract, buy you can see that Assurant is the warranty company, you can see the the contract is for tire and wheel repair with cosmetic coverage, and you can see the term date is 02/2028.  

  Customer Answer

  Date: 03/31/2023

   
  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:03/22/2023

  Type:Sales and Advertising 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.

  Wesley Chapel Honda posted a promotional deal they were having on their ******** page (which I see is now deleted). Deal sounded amazing so I set up an appointment to trade in my 2021 camaro. Upon arrival (3/8/2023) and spending time there they completely did not honor their promotion. I ended up buying an overpriced used vehicle which Ive had for 2 weeks now and have brought to their attention the things that are wrong with the car in which they set me up an appointment, just for me to go to that appointment and the service department refused to help me as the used car I purchased is a ******* and not a Honda. Had to schedule my own appointment at a ******* dealership. From the sales department to the finance department; they are very unprofessional and the lack of communication is horrible. Had I known the kind of people I was dealing with I would not have invested my time nor money here. The fact that they do not care about us or our car once we leave the dealership because they have their money is just absolutely disgusting. I have reached out via email and left voicemails, I have literally had to jump through hoops to get anyone I dealt with on 3/8/2023 to contact me. I should have read the other BBB reviews before ever going here. They are false advertising promotions and wont even help people whom buy from their dealership. As stated in add $500 money back guarantee, I received nothing and was told I would not receive anything.

  Customer Answer

  Date: 03/24/2023

  Have already submitted one complaint but needed to add to it. Went into Wesley chapel Honda on March 8th 2023 and traded in a 2021 camaro and purchased a 2022 ******** Wesley chapel Honda was supposed to pay off my trade in (have it in contract and signed). GM financial has yet to receive a payoff check for the Camaro. It is March 23rd. ******* statute states dealerships are to pay off trade ins within 10 working days. In the events of GM financial not receiving a payoff check, I have a late car payment now that will be reported as late to the credit bureau. Have tried to resolve this with Wesley Chapel Honda, but seems they dont want to resolve it. According to finance manager he literally just sent out the payoff check today on March 23 (payoff amount on car is not the same payoff amount that it was on March 8th). Told me to pay the car payment and I should be reimbursed. I have had to literally harass this company to get answers about this payoff check in which I still have no proof that a check was sent out.

  
  

  Business Response

  Date: 03/24/2023

  I am sorry for the miscommunication on where to bring the vehicle for warranty work.  This was certainly an error on my salesperson's part and I have spoken with my team in an attempt to avoid repeating it.  As far as the fairness of the deal, the vehicle was not sold over book value.  I also looked at the trade value which appears to be over fair value as advertised.  I am more than happy to review all of the figures with the customer.

  My direct line is ************.

  Thank you, ************************

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19634165
  
  I am rejecting this response because:
  Wesley Chapel Honda is just a bunch of scam artists. They are not sincere.
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19634165
  
  I am rejecting this response because:
  

  Have already submitted one complaint but needed to add to it. Went into Wesley chapel Honda on March 8th 2023 and traded in a 2021 camaro and purchased a 2022 ******** Wesley chapel Honda was supposed to pay off my trade in (have it in contract and signed). GM financial has yet to receive a payoff check for the Camaro. It is March 23rd. ******* statute states dealerships are to pay off trade ins within 10 working days. In the events of GM financial not receiving a payoff check, I have a late car payment now that will be reported as late to the credit bureau. Have tried to resolve this with Wesley Chapel Honda, but seems they dont want to resolve it. According to finance manager he literally just sent out the payoff check today on March 23 (payoff amount on car is not the same payoff amount that it was on March 8th). Told me to pay the car payment and I should be reimbursed. I have had to literally harass this company to get answers about this payoff check in which I still have no proof that a check was sent out. As well as the general manager responded to my previous complaint but does not return calls when left a voicemail.

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

  Business Response

  Date: 03/24/2023

  The voicemail was received. Customer communicated with my Office Manager who is also working to resolve the concern.  If there are any late charges or overages from the delay in the payoff it will be taken care of by the dealer. Late payments are not typically reported to a credit bureau until they are late beyond 30 days.  If we are close to that timeframe I will gladly have this cleared up with your lender, GM Financial.  Please let me know if this is the case.

  Thank you, ************************ ************

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19634165
  
  I am rejecting this response because:

  have called 2 times today and have yet to hear back. My GM financial account is being reported because this is the 30th day. Had your employees cared to ask me anything about my standing with GM financial, they actually wouldve found out that half of the payment was still due. But seeing as they did not and the car should have already been paid off. Once again the ******* statute states a dealership must fully pay off a lien on a trade in vehicle within 10 business days. In the event they fail to do so, you may be entitled to actual damages, statutory damages, injunctive relief and your attorney's fees. To add to all of this, upon signing the contract I was given warranties that I found out I am actually paying for (finance manager didnt say that, as he said he is giving me warranties). If Wesley chapel Honda wont even service my car, what am I going to do with Wesley chapel Hondas extended warranties? I want those warranties removed, and before you tell me youre not able to do that I have spoken with another dealership who reassured me that those warranties can be removed.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/17/2023

  ***** is on vacation this week.  I can have him reach out to the guest when he returns.  Prior communication was directed to the guest to contact him to review.

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19634165
  
  I am rejecting this response because:
  I had reached out to ***** 5+ times and never heard back  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/19/2023

  vacation.  Try Monday when he returns.  

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 19634165
  
  I am rejecting this response because:
  Once again I have called him more than a handful of times and left messages WEEKS ago and have yet to hear from him. Please stop showing me the pathetic responses from this pathetic waste of a business. Wesley Chapel Honda is just full of a bunch of crooks. 
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/20/2023

   Management  state that the deal was done as advertised. The customer also stopped payment on the 500 deposit they put down on their vehicle -  the store has attempted to reach this customer many times via phone and email and have not been successful .

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 19634165
  
  I am rejecting this response because:

  no one from Wesley chapel Honda has tried to contact me, Ive had the same phone number since going to that dealership as well as I have not stopped payment for the down payment, they received it March 18th, 2023 as it was done over the phone.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/01/2023

  Please reach out to store management to further discuss any issues. You may ask for ********************* or ************************;

• Initial Complaint

  Date:02/27/2023

  Type:Sales and Advertising 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 purchase a Jeep Gladiator in which they added some additional fees that included some type of LoJack which was stated as Kahu GPS and the other was called *********** each of these were $699.00 which totaled over $1400. I inquired about these fees and told them i DID not request any of those and wanted them removed. Well the dealership was closed when I was competing my paperwork and I was told my sales person would contact me. That never happened. I called multiple times and was then told that my sales person ******** was no longer there. I have emailed and called corporate many times and still have not had a response as to these items being removed and refunded. When I spoke to another sales rep I was told that those could not be refunded because they were a package already on my vehicle. This is not true as my truck does not have any type of LoJack system. I was told to bring it in and they will install it but that is not acceptable as I was charged for something I did not want nor was it ever on my car. the other $699 I still have not had a clear explanation as to what that is for.

  Business Response

  Date: 03/02/2023

  I show on my end that there was a LoJack added.  If that is not the case we will refund the charge.  Please give me a call at your ealiest convenience @ ************. TY!!

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

  General Sales Manager

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19506094
  
  I am rejecting this response because:

  There is NO LOJACK installed on my vehicle at all, I have been told my multiple sales reps and managers there. Also, I downloaded the app as instructed and there is nothing assigned to it at all, please send proof of installation to me and also where this would be installed so that I can verify, I want a refund immediately along with the other refund of $699 for the other option I clearly also disputed since the day I purchased my vehicle. you may call me at ************
  
  Sincerely,
  
  ****************************************

  Business Response

  Date: 03/08/2023

  I tried calling again and we seem to keep missing each other.  If in fact the LoJack wasn't installed we will refund the $699. Feel free also to e-mail me and let me know when you can come in. *********************

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19506094
  
  I am rejecting this response because: I have contacted and left numerous messages and also emailed, this is not true that they are trying to contact me unless they are restricting the calls and at this point there are no messages left and no emails sent to me. This is the same response I have had since I purchased my vehicle. They know there was never any LoJack put on as I am very sure they have a way to see this and they are just trying to dismiss this issue. My phone number is ************ to contact me and leave a message if I do not answer, also my email is ******************* to email me. The dealership is far from where I live and I have already been there before with this issue and nothing resolved I will not waste my time anymore, I want my refund of the full $1400 for the 2 add on charges, I have been disputing since I purchased my vehicle.
  
  Sincerely,
  
  ****************************************

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19506094
  
  I am rejecting this response because:

   

  Good Morning,

  I am again trying to contact you regarding the refund for not only the LoJack that was never installed on my vehicle but also the other $699 charge that I have been disputing since the day I purchased my vehicle and have been trying to have refunded with no success. I have left you messages and no response. I want the refund and I need to have it done as soon as possible. I have been patiently waiting almost a year for this and still do not have my $1400 refund. I will continue to deal with the BBB on this matter until it has been resolved.

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

  Business Response

  Date: 03/15/2023

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

   

  As I have previously noted, if the LoJack system wasnt installed we will gladly refund the charge.  When can we have the vehicle inspected?

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19506094
  
  I am rejecting this response because:

  Do I need to schedule an appointment?
  
  Sincerely,
  
  ****************************************

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19506094
  
  I am rejecting this response because:

  Do I need to schedule an appointment?
  
  Sincerely,
  
  ****************************************

  Business Response

  Date: 03/30/2023

  This response was taken verbally by BBB:

   

  In regards to the Lojak you just need to call anytime between Monday and Saturday to schedule an appointment so we can take care of this issue. Regarding the ********** - this is a protective coating that comes with warranty and is non refundable as it is already partially applied on the vehicle at time of purchase and completed after completion of the sale. It covers both exterior and interior items.

• Initial Complaint

  Date:02/27/2023

  Type:Sales and Advertising 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.

  1.Digital / *********** - Buyers consent was not taken for Consent to do Business. Buyer has never received any electronic device / IPAD etc as claimed by Seller 2.01/24/2023 - Received 3 agreement(s) (Application for Certificate of Title, ODOMETER Disclosure Statement, VIN reading, RISC (5 pages) - execution date of 01/24/2023 3.02/08/2023 Received additional 24 agreement(s) records where digital / *********** is printed which Buyer has never received before for review / signature ONLY AFTER delivery of the vehicle was done on 02/07/2023. This gives belief that, Seller has ability to use Buyers signature in digital / *********** form at Sellers will, but without Buyers consent.4.RISC (Retail Installment Sale Contract) - Looks like Seller has created 2 different versions. a.received on 01/24/2023 where ***** is acknowledged and has done physical signature. Execution date is 01/24/2023. On 02/12/2023 - Seller confirmed in email that, this is the ONLY copy exist and has been sent to American Honda Finance. (This has 5 pages) b.received on 02/13/2023 from American Honda Finance this is a DIFFERENT version with digital / *********** with execution date 01/26/2023. (This has 6 pages). Buyer has NO interaction (either in-person, phone, email etc) on 01/26/2023 which is date of execution.Discrepancies (between these 2 RISC agreement(s)) - There are MATERIAL CHANGE in terms of Cash Price, Sales Tax, Unpaid Balance of Cash Price, Total ************ Services Fee, Total Other Charges and Amounts paid to Others on Your Behalf, GAP insurance applicable, Sellers right to cancel, KAHU GPS (LoJack). This gives belief that, Seller has ability to generate additional agreement(s) using Buyers *********** in Buyers absence to the extent material changes in the agreement.5.Buyer has requested clarification for discrepancies for 24 agreement(s) on 02/19/2023. Refer file name List of agreements and discrepancies with clarification questions but No response.

  Business Response

  Date: 03/30/2023

  We believe that we have corrected the customer's concern.  We have reached out to confirm that he is satisfied with the outcome, but have not heard back.  We have considered this issue resolved.

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19501541
  
  I am rejecting this response because:

  Looking at Seller's (Wesley Chapel Honda) message received under BBB, response is very generic without documenting what specific action(s) and recourse steps, Seller has taken for resolution. 
  
  27th February - Seller's 1st response received over phone claiming "system error" that also only after ***** submitted complaint to BBB. Thanks to BBB.
  8th March - Since this date, FLHSMV has made attempts to reach out to ************** but NO response. 
  
  In summary (already enclosed) while filing complaint with BBB and hence Seller has copy, how system error will (a) create 2 different versions of RISC and 2nd version with "material change" (Buyer only came know when American Honda Finance) sent copy; Seller denied any such 2nd version of RISC ever exist and NEVER shared this copy.  Why? This is a SERIOUS issue (b) signature discrepancy with 24 documents which ***** received and seen 1st time on 8th February (after taking Delivery on 7th February). How? (c) Why did Seller not share these agreements (if it was genuine and signed by Buyer) on same day it was signed?  ***** has to make so many attempts, escalations to General Manager to get these copies. Thanks to General Manager. (d) What is the guarantee (i) this will not happen again? (ii) Seller will not use these documents in future (since already done in the past) without *****'s knowledge? This is scary situation for Buyer.
  
  Fact Check - 
  (a) Acknowledgement from ******* ************************** This case is shared with the Attorney General's **************************** and ******* ********** of ******* Safety and Motor Vehicles (DHSMV).
  (b) FLHSMV acknowledged, this case (Wesley Chapel Honda VF-11303601/1 complaint#******) is assigned to ******* ******** of ******** Services.
  (c) FLHSMV reached out to ************** (1st attempt) (tentatively 8th March)
  (d) 31st March - FLHSMV contacted 2nd person at ************* (2nd attempt); expecting same day response. But NO response as of 7th April 2023.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/06/2023

  Type:Sales and Advertising 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 hate going into car dealerships. I researched prior going into the dealership which salesman was the least "salesman". ***************** was the salesman on the floor that helped me that day. He was GREAT. I wanted to know the "out the door price" of the vehicle. He respected that I was more concerned with the price of the car rather than how much my payments were. He went above and beyond to help me find the perfect car. Things started going south when I went to the finance department. First, I was told that they were going to run my credit through multiple credit unions to find me the best interest rate for my loan. I expressed to ************ (finance manager) multiple times that I didn't care about how much my payment would but rather how much I was going to be paying in interest for the term of the loan. He came back from talking to the finance desk, saying that I wasn't financing enough to qualify for a loan from any of the other credit unions so he took it upon himself to finance it though Wesley Chapel Honda. When going through the warranty options, he told me there was a $3k warranty that would cover the whole car bumper to bumper. I declined as I didn't want to pay that much for a vehicle. He then sold me a $1499 oil package when I DID take which I was told would add $18 dollars to my monthly payment and extend the powertrain warrenty. When I got home, I looked over my paperwork and noticed a warranty on there for $2690.00 that I did not verbally ask for. I asked myself, how did my payments only go up $18, if that charge was on there? I'll tell you how, ************, when presenting me with my monthly payment options, had already added the warranty onto the contract. So when I added the oil package on, yes, my monthly pmts only went up $18 but I was paying full price for the warranty that I declined because it was already rolled in the price without me knowing. I stupidly put trust in him and signed the papers without going over every detail. VERY SHADY BUSINESS!!!

  Business Response

  Date: 02/08/2023

  I don't know the specifics of the miscommunication here, but I would love an opportunity to make it right.  Even though there is no request from the customer to settle the complaint I am available to assist.  The customer does NOT have to pay for any coverage that she doesn't want. Please feel free to call me anytime to discuss @ ************. Thank you for your business!!

  ************************ - General Sales Manager

  Customer Answer

  Date: 03/02/2023

   
  Better Business Bureau:
  
  Please update my review for this company. After the complaint was filed, I reached out to the General Manager like he asked. He was able to get everything fixed for me and apologized that my paperwork was not followed up with. He was able to cancel the car warranty without penalty and refund my money towards my loan. He also assured me that I can refinance the car whenever I wanted through whoever I wanted. His name was *********************, ************, he was very nice and professional. Its unfortunate that I had to jump through all these hoops, but Im glad that everything got fixed for me. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/18/2022

  Type:Sales and Advertising 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.

  Upon going in to make the purchase the dealership initially told me about a specific car they had for me that I would be able to get with if the amount and payments desired. They purposely withheld the price of the car during the test drive and then when asked they quoted a price higher than what the car was listed as. They then said it was because they had to play with the numbers to get an approval from the bank. The financial manager came over and explained they were giving me $16,000 for my trade in but were going to mark up the vehicle price to get me approved by the bank. After working and declining their offers they gave me an entirely different vehicle because they werent able to get me to the desired payments on the first one they offered me to begin with. The exact payoff amount for my car was not able to be verified because it was Sunday evening and they stated I could sign for the second vehicle tentatively but the funding request wouldnt be submitted without the financial calling me the next morning and verifying the information with me first. *********************** the financial manager did not call me and when I called him to give him the information and request for them to see about an alternate vehicle due to the payoff amount and difference in numbers, he stated he would have to get with my sales rep to see what could be worked out for the initial vehicle offered instead. **** never called me back and had the sales rep call me and ask me to come in. After driving over an hour and a half I was waiting for 2 and a half hours to be assisted. **** then proceeded to tell me he submitted the deal and said I do not need your approval to submit for funding on this vehicle he submitted the funding request without my consent and was condescending and unwilling to cancel why he processed without my approval. I was then told by the company that even though the initial paperwork had the incorrect payoff amount they would pay the difference to make the deal regardles

  Business Response

  Date: 10/20/2022

  be held up the next day until the payoff was verified and that if it was less the money would go back to her.  If it was more she could either pay it or we would revise and resign the contracts with the correct amount if it was a large discrepancy.  It was short by about $70. 
  
  ******************** looked at several vehicles when here on Sunday and settled on a 2020 Honda Fit.  She explained to me that when she got it home there was a concern with pulling it into the driveway/garage because it sits low to the ground.  She preferred to switch it for a Civic which she also looked at on Sunday and was more expensive.  She was under the impression that she could buy that vehicle instead of the Fit because we were holding the contracts waiting on an accurate payoff.  When she returned she was told she had to trade out of the Fit because it was a completed deal. 
  
  The Finance Manager and Sales Manager were not under the impression that we were waiting for her to make sure that she was satisfied with the car she chose, but rather making sure that if there was a large difference in the payoff amount that she could recontract if she wasnt able to pay the difference in cash.  While the deal was fully signed for and completed and the $70 payoff difference wasnt really a factor to hold up a contract, I agreed with the customer that I would do exactly that  Use her original trade and sell her a 2020 Civic instead of the 2020 Fit.  I believe this to be more than fair and to be done on good faith alone.
  
  A Civic is considerably more expensive than a Fit.  ******************* is not comfortable paying the payment difference and I am not willing to sell her the car she wants at the price she demands to pay.  Because of this we are at an impasse.  

  Thank you,

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

  General Sales Manager 

• Initial Complaint

  Date:09/15/2022

  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.

  This complaint is related to a complaint I filed on 8-6-2022 against ***********************. ID number ********. This complaint is against the dealership that sold the vehicle to me, which was totaled on April 27, 2022. As I stated in my previous complaint, I cancelled 2 contracts totaling $4,299.75 on 8-1-2022. At this time, I did not cancel a 3rd contract in the amount of $1,000.00 which was for *** insurance since that was to cover any remaining balance. This dealership sent that entire amount to ******************, not to me. That paid the Driveway loan in full, so *** (phone number: ************) refused to pay anything. Since *** refused to pay, I went back to the dealer and cancelled The *** contract on August 9, 2022. Since September 9, 2022, I have made numerous calls to Wesley Chapel Honda finance ***** trying to get information on my refund but, except for 1 time, my calls were never answered. I have left messages but have had none of my calls returned. On September 13, 2022, a finance man named ******* did answer but told me that I had to talk to the one who did the cancellation. His name is ***************************. Again, numerous calls were never answered or returned. This was my first purchase from this dealership. Unfortunately, I had to learn after the accident that this dealer was more interested in making a sale then customer satisfaction. If you can help get my refund, I will finally be rid of these 2 businesses. I am truly grateful for your help with my last complaint. I hope you can do the same for this one. Thank you.

  Business Response

  Date: 09/15/2022

  The *** cancellation was processed.

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18029451
  
  I am rejecting this response because: The response does not have sufficient information about the refund.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/15/2022

  We have processed this cancellation.  Questions regarding additional updates on the status of the refund need to be directed to the *** company.  They can be reached @ ************ option 1 then 3.  

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18029451
  
  I am rejecting this response because: I called GAP first on September 15, 2022 at ************. They told me I had to contact Wesley Chapel Honda about the cancelled contract. Then, that same day, is when I kept calling the dealership and getting no answer. Now their response is, I need to call GAP at ************, which is a different number then they originally gave me. I called the new number today, 9-16-2022, and the woman I spoke to said they never received the cancelled contract from  Wesley Chapel Honda. These are the games these people have been , and continue to play with me! All I want is what I am owed. These are supposed to be reputable businesses. They certainly don't act like it. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18029451
  
  I am rejecting this response because:

  I have calling this business and no one is returning my calls. I need to speak with someone in finance asap.

  I contacted the *** company and they have NOT received a cancellation this business states they already processed.

  The *** company tells me I need to contact the dealership and the dealership tells me I need to contact the *** company. 

  This is not acceptable.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/28/2022

  While I understand the customer's frustration with this cancellation, we have processed the paperwork on our end which is everything we can do.  There was a claim made against policy which has delayed the refund.  Because of this the handling of this account has been turned over from Honda to Safeguard.  We have made them aware of the time that this has taken and asked that it be rushed if possible.  The customer can get additional information directly from Safeguard is desired @ Gap P# ************.

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18029451
  
  I am rejecting this response because:  I contacted Safeguard on October 27, 2022. Like Wesley Chapel Honda, they continue to give excuses to why my refund has not been sent. To date, I still have not received my refund.-
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/31/2022

  Wesley Chapel Honda sells *** policies.  We are NOT the *** company.  We have processed the paperwork as we are supposed to and gone to great lengths to get this reconciled for the customer.  If the *** company is telling ************** that they aren't refunding him because he made a claim and he disputes that, it needs to be taken up with them.  It appears at this time that this entire complaint should be redirected.  We have no way of telling and no control over whether or not a claim was made.  I am formally requesting that this entire complaint be removed from our record as we are not the correct party for the customer's complaint to be directed at.  I don't feel it is fair that we are being held as responsible for holding up his refund when that is not the case.  Thank you.