ComplaintsforMcGrath City Honda

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 9 2024 I had a rodent damage to my car. Wire on the a little part was chewed through. I took it to Mcgrath Honda for repair. The estimate was for $197.95 but I was charged $ 600 .00 I wanted to know what work was done and how long it took but didn't get the details. I feel that I was overcharged.

  

  Business response

  03/25/2024

  We hope this message finds you well. We sincerely apologize for any inconvenience or confusion caused regarding the recent repair of your vehicle at McGrath City Honda. We understand your concerns about the discrepancy between the estimated cost and the final charges, as well as the lack of detailed information provided regarding the work completed.
  Upon reviewing your case, we take full responsibility for the oversight and would like to rectify the situation to your satisfaction. After discussing the matter with you, we have reached an agreement to address your concerns:
  1.Refund of One Hour of Labor: We acknowledge that the billing of the service was not as transparent as we normally do here, and as a gesture of goodwill, we will be issuing a refund of $179.00, equivalent to one hour of labor costs incurred during the repair.
  2.Additionally, we would like to extend a $50 credit towards your next service at McGrath City Honda as a token of our appreciation for your understanding and patience throughout this process.
  We hope that these measures demonstrate our commitment to providing excellent service and resolving any issues promptly. Please be assured that we value your feedback, and we are continuously striving to improve our communication and transparency with our valued customers.
  Should you have any further questions or require assistance, please do not hesitate to reach out to us directly. We are here to assist you in any way we can and ensure your complete satisfaction with our services.
  Thank you for bringing this matter to our attention, ****. We appreciate your business and look forward to serving you again in the future.
  Sincerely,

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

  General Manager

  McGrath City Honda

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased 2020 Honda insight on January 27, 2024, from McGrath City Honda. After we signed all the documents, and as we were transferring the title, we discovered a significant discrepancy between the mileage on the vehicle's odometer (****** miles) and the mileage reported on title and CARFAX (******* miles). The finance manager told us that this was a mistake and would be corrected immediately, so we went home with a temporary license plate on it. However, on second thought, I realized that they must have known about this issue when they sold us the car, as they are required to check the vehicle's history. I understand that errors can occur, but I am concerned about why this discrepancy was not addressed and did not tell us before the sale of the vehicle. Even if the *** made a mistake, how can I trust that they are being honest? Furthermore, the salesperson informed me at the time of purchase that the vehicle would be sold as a Certified Pre-Owned (CPO) car with a $1,500 warranty. However, the increased price of the car did not reflect the inclusion of the promised warranty. I am disappointed that this was not communicated transparently, and that the vehicle was not actually sold as a CPO car with the associated warranty. On Monday, February 2nd, I sent an email to Customer Relationship at ********************** City regarding this matter. I received a reply from a sales assistant that I would be contacted immediately by a relevant representative to address the issue. However, I have not received any response despite several follow-up emails. I also attempted to contact via phone and was put on hold for a long time. When I finally spoke to someone, I was told to expect a call back from the manager, which never came through.

  

  Business response

  02/15/2024

  Thank you for bringing your concerns to our attention regarding the recent purchase of a 2020 Honda Insight from us here. We sincerely apologize for the inconvenience and frustration the customer has experienced throughout this process.
  Upon receiving the complaint, I personally spoke with ************************* and thoroughly investigated the issues outlined in the message. I am committed to ensuring that we rectify these matters promptly and to their satisfaction.
  After reviewing the situation, I understand the significance of the discrepancy between the mileage on the vehicle's odometer and the mileage reported on the title and CARFAX. Rest assured, I have taken the necessary steps to correct this error and ensure that the CARFAX accurately reflects the correct mileage of the vehicle. Additionally, I assure you that we are actively working to obtain the correct license plates for the vehicle and will provide them to you as soon as they are available.
  Regarding the Certified Pre-Owned (CPO) status and associated warranty, I understand the disappointment and frustration with the lack of transparency surrounding this matter. Our team should have communicated this information clearly and ensured that the price of the vehicle reflected the inclusion of the promised warranty. I apologize for any confusion or inconvenience this may have caused.
  In response to your attempts to contact us via email and phone, I apologize for the delays and lack of response you have experienced. Rest assured, I have addressed this internally to ensure that their concerns are being prioritized and that they receive the necessary support and assistance moving forward.
  I want to assure you that we value their business and are committed to resolving these issues to their satisfaction. If you have any further questions or concerns, please do not hesitate to contact me directly at ***************************************
  Thank you for your patience and understanding.
  Sincerely,
  *************************
  General Manager
  McGrath City Honda

  Customer response

  02/21/2024

   
  Complaint: 21237606
  
  I would like to express my sincere gratitude for your prompt response and efforts to address my concerns regarding the recent purchase of a 2020 Honda Insight from your dealership. I appreciate your willingness to engage in this matter and work towards a resolution. However, I'd like to keep this case open for the following reason.

  - The discrepancy between the mileage on the vehicle's odometer and the mileage reported on the title and Carfax has not been resolved.
  - I have not received any documentation or evidence to verify the correct mileage.
  - Despite paying the full vehicle price, the title transfer has not been completed.
  - I have not yet received the warranty certificate or related documents.
  

  I kindly request that you keep this case open until all of the aforementioned issues are resolved.

  Thank you.

  

  Business response

  03/14/2024

  We have been in contact with the customer and he requested to keep the complaint open until he receives the title to the vehicle.

  We are waiting for the title from the state to be delivered.

  Customer response

  03/18/2024

   
  Complaint: 21237606
  
  I am rejecting this response because: The registration and license plate have not been updated yet, and none of my concerns have been addressed. Therefore, I would like to keep this case open until the transfer of title is complete.
  
  Sincerely,
  
  *************************

  

  Business response

  04/04/2024

  Good Morning,

  We have contacted the customer Mr. ********* and he requested that we keep the complaint open until he receives the title.

  We are at the mercy of the state.

  I will continue to follow up with the Secretary of State on the status of the title. 

  Thank you, 

  Luis   

  Customer response

  04/11/2024

   
  Complaint: 21237606
  
  I am rejecting this response because: It has been over 2 months since the issue was addressed, and there has been no change in the title or any resolution to the problem. Therefore, I would like to request that this issue be kept open until at least confirming the title has been changed to my name.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I received a $150 credit for them not doing my alignment. I was due for an oil change, so I went in for service on 1/6/2024 and before we got there, we received an email stating they wanted to buy our car and had an estimate of 5-6 grand over what I owed on my current car. So we went in and let them know we were just curious about what they had as we did not plan to have a down payment or anything, just seeing what was there. We found a couple cars we liked but ultimately could not do the monthly payment, so we declined. They came back with a good deal on a pre-owned car but we had not seen it yet, and the salesman (*******************************) was very pushy to get us to try to sign paperwork and asked for my social to pull up my finance information I have with Honda. We finally saw the car in question as there were no pictures for it yet, and the car had dings and scratches all over it and the driver mirror was shattered. I was no longer interested and decided we were done here. We thanked them for their time and left. On 1/7/2024, I received an email stating that my credit had been ran by MCGRATH CITY HONDA. I DID NOT SIGN ANY CREDIT APPLICATION OR ANYTHING STATING IT WAS OKAY TO RUN MY CREDIT SCORE. Yet they did. THE SALESMAN EVEN SAID THEY HAD NOT RAN MY CREDIT AND ASSURED ME THEY DID NOT. This is the second time I had a horrible experience with this dealership and I will never be going back. If you are looking to purchase/inquire about a vehicle, this is not the place to go to as they are unprofessional, pushy, dishonest, and deceitful.

  

  Business response

  01/22/2024

  I want to assure you that we are currently looking into the credit inquiry matter involving McGrath City Honda. We understand the importance of resolving this issue for you, and we are taking the necessary steps to address it.
  Please be assured that we are working diligently to investigate the situation and rectify any inaccuracies. Your satisfaction is our top priority, and we appreciate your patience during this process.
  We will keep you informed of the progress, and once the resolution is completed, we will provide you with a comprehensive update. If you have any further concerns or questions, please feel free to reach out to us directly.

  Thank you,

  ****

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a certified used 2021, Honda, Passport from McGrath Honda on 8/19/23. *************************** was my salesman. I noticed damage to the right front fender and was promised the dealership would repair it. I also needed a second key, owner's manual, and wheel locks. ******* said he arranged for a service appointment on 9/1/23. I arrived at the dealership and met with *******************. ****** said he had no record of the appointment and he could not help me. After 3 hours, I left the dealership with no work done. ******* was sick from work but called me to promise he would take care of everything. I returned to the dealership with the vehicle on 9/8/23. I received wheel locks and an extra key. The damage to the wheel appeared repaired, but now the right front fender molding was loose. The fender needed special order "clips." On 10/1/23, I emailed Quimso and ******* about repairing the right fender molding and installing a hood protector and the owner's manual. I received no reply. I made a new appointment myself for 10/19/23 at the dealership. Upon arrival, I contacted ***************************, who told me these were all "sales" problems and not service problems, but he would talk to sales and see what he could do. After they had the vehicle all day, I returned to learn that ******* did not have the clips and could not install the hood protector. I received the owner's manual. ******* promised to call me when the parts came into stock; I have yet to have any contact with *******. On 10/24/23, I took my vehicle to a local shop that repaired my fender for $146.14. I contacted *************************** about canceling my GAP insurance, and he assured me on 8/19/23 that I could do it at any time. I completed the cancellation form on 10/27/23 and received a confirmation email from ****** on 10/31/23. I emailed ****** on 11/14/23 asking for an update since I have yet to see the refund of $1,087.77 credited to my account. This ordeal has also cost me three days of work.

  

  Business response

  12/12/2023

  I trust this message finds you well. I am reaching out in response to the concerns raised by *************************** in his complaint against McGrath City Honda.
  Upon receiving ********************** complaint, prompt action was taken to address his specific issues. I personally engaged with ****************** to discuss the challenges he encountered during his purchase of a certified used 2021 Honda Passport. In light of this, we have implemented the following resolutions:
  Hood Air Deflector: A hood air deflector has been ordered for Mr. *************************** to fulfill his request for the installation of this accessory on December 27th at 10 am.
  Reimbursement for Fender Repair: Acknowledging the inconvenience caused by the need for fender repair, we are committed to reimbursing ****************** the $146.14 incurred for the fender repair at the local shop.
  Moreover, discussions were held with all parties mentioned in the complaint, including ***************************, *******************, and ***************************. They have been reminded of the significance of delivering outstanding customer service and encouraged to adopt a positive approach, ensuring more affirmations to customer requests.
  We deeply regret any inconvenience caused to ****************** and assure you that corrective measures have been implemented to prevent the recurrence of such situations in the future. Customer satisfaction remains our top priority.
  Should ****************** have any lingering concerns or if there are additional steps we can take to address the situation, we welcome his feedback.
  Thank you for your attention to this matter. All the issues raised in the complaint have been diligently addressed, and we are confident that our customer service will reflect these improvements moving forward.
  Sincerely,
  *************************
  General Manager
  McGrath City Honda

  Customer response

  12/20/2023

  Complaint: 20891961
  
  I am rejecting this response because: Hello,My apologies for the late response. I was hoping we could keep this complaint open until I receive all the items that were promised to me by the dealership.

  These include:
  1 The cost of repairs to my fender ($146.14)
  2. Certification from Honda, and the dealership that my car is certified used.
  3. Insulation of the hood air deflector (scheduled for December 27).
  
  Should I receive all these items on December 27, I will be happy to close this complaint with satisfied.
  
  Thank you,
  
  *******************;     
  
  Sincerely,
  
  *************************;  

  

  Business response

  12/30/2023

  Dear BBB,
  
  I hope this message finds you well. I am writing to provide an update regarding a recent issue involving ****************** and his vehicle repair at our dealership.
  
  On December 27, ****************** brought his vehicle to our dealership for repairs. We are pleased to inform you that the repairs have been successfully completed. Furthermore, we have taken the necessary steps to address ********************** concerns by mailing him the check for the repair cost and a copy of his certification policy.
  
  We believe that this action demonstrates our commitment to resolving customer issues in a timely and satisfactory manner. We kindly request that you consider this matter as completed.
  
  Thank you for your attention to this matter. Should you require any further information or assistance, please do not hesitate to contact us.
  
  Sincerely,
  *************************

  Customer response

  01/02/2024

   
  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.

  The dealership has completed all the work and reimbursement that they had promised to do.

  The General Manager, *************************, made sure all items were completed. Without his intervention, I do not believe anything would have gotten done. It's disappointing that I would need to file a complaint with BBB to get these items addressed.

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

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We took our Honda in for an inspection and explicitly raised concerns about water leaking into the trunk, specifically requesting a review of the sunroof drainage system. Prior to the inspection, we had a phone conversation with *******, the service representative, in which we reiterated the need for an examination of the sunroof drains. Both in person and over the phone, it was confirmed that this request would be fulfilled.However, upon picking up the vehicle, we were informed that the sunroof drains had not been reviewed during the initial inspection. To our dismay, we were required to pay for the first inspection before taking the vehicle, and were informed that, in order to inspect what we wanted, we were required to pay an additional $600 for a second inspection.Seeking resolution, we spoke with the service center manager, ******, who defended the decision by stating that their inspection process strictly adhered to Honda's guidelines, regardless of customer requests. We explained that we had only requested the service because the sunroof drainage was supposed to be examined. Consequently, we sought a refund for the initial inspection.During our conversation, ****** displayed a contentious and dismissive attitude towards our concerns. He argued that the work had been completed and adamantly refused to offer a refund. His demeanor was not only argumentative and rude but also entirely indifferent to a customer's valid apprehensions.

  

  Business response

  12/01/2023

  I hope this message finds you well. We appreciate the opportunity to address and resolve the concerns raised in the BBB complaint filed on October 19, 2023, by our valued customer.

  Upon thorough investigation and communication with the customer, ****, we acknowledge the frustration and inconvenience caused during his recent visit to our service center. We understand that **** explicitly raised concerns about water leaking into the trunk and specifically requested a review of the sunroof drainage system during the initial inspection.

  I, personally spoke with **** to address his concerns. We have reached an agreement, and a full refund of the diagnostic fee has been issued to ****. We are committed to assisting him when he is ready to have the vehicle inspected and repaired. We are pleased to note that **** is now satisfied with the resolution and even expressed considering trading his Civic for a new one.

  We take customer feedback seriously and are taking steps internally to address the issues raised to ensure a better experience for our customers in the future.

  Thank you for your attention to this matter, and we appreciate the role of the BBB in facilitating communication between businesses and customers.

  Sincerely, ****

  Customer response

  12/07/2023

   
  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

  01/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  9/04/21 traded vehicle to McGrath City Honda in *******. July 2022 ticket on vehicle no longer owned, October 2022 notified of ticket, moved residencd July about ticket. Dealership sold vehicle to an auction house and did not register new owner to the title with the state.October 2022-Novemer 2022 no attempt at anyone paying the ticket but me. Sent bill of sale to dealership, state and ***************. I ended up paying the ticket and was not reimbursed. January 2023, notified another ticket was racked on the vehicle. McGrath will not respond or assist. The vehicle currently does not have plates since they are in my possession. I have notified the state to put a sold tag but on over 1 year and a half have not been registered and went through 2 auction houses. One of which stated possibly impounded.

  

  Business response

  01/30/2023

  McGrath City Honda's management team has contacted our customer and resolved this issue.

  Customer response

  01/31/2023

   
  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. I am awaiting the business to pay the ticket and the other outstanding ticket. ETA per business this week. 
  

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

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************************, my husband and I, purchased a Honda HRV from McGrath on 31st Dec 2020. We were going to buy this car in ******* and drive it down to ******, ** where we live. Since it was an out of state purchase, McGrath owed us money for difference in taxes. They sent us two checks - 16th Feb 2021 addressed to **** for $293.25 and Feb 15th 2021 addressed to ***** ********** of ************** for $1553. The address on the ***** ********** of ************** was incorrect and it was not accepted so we ended up paying the ***** ********** of ************** due to not being able to get anyone from Finance to call us back. Now it's been over a year and I try calling not only the Finance ********** but which ever line picks up - they put me on hold and blind transfer me and I end up leaving another voicemail to the finance department that never answers. Sales is the only department that ever answers and I asked them I am not willing to hang-up or be transferred because no one will answer, they made it sound like someone was getting on the phone to help me but then transferred me to a voicemail again. Now they checks are lying here on my desk and I cannot cash them. It looks like the check was signed by someone named ***************************. If I don't find a resolution here I will go to the Small Claims Court and do this myself.

  

  Business response

  01/07/2023

  McGrath City Honda's sales management team has contacted our customer and has addressed any outstanding concerns still needing clarification and all has been resolved. 

  Thank you 

• Initial Complaint

  11/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Mcgrath City Honda The same day i drove away from dealer vehicle produced a service shifter message on dashboard as well as i was about to go to on a road trip and before i left i checked my tires and believing Mcgrath would have the best interest for their clients was suprised to see vehicle had no spare tire no floor **** as well as not to mention no floor mats i expressed all these concerns to the salesman of car ****** and he stated in text messages that i have available Car issues with service shifter as well as spare/****/floor mats inconveniences would be resolved as well as i purchased extended warranty i was advised by ****** to take car to Honda Service that they would resolve since i just fairly purchase the vehicle day prior i took the Car in on Tuesday and after waiting almost 7 hours to hear back from service i get a call from ******** who works at service stated veichle needs new shifter parts and that the warranty i purchased is yet to be effective that i have to wait 30 days for work and parts covered also that i had to pay diagnostic after explaining and pleading to him pretty much situation and they resolved diagnostic charge he was telling me someone had to pay his worker which this sounds so unprofessional and thats not the case i was told problem would be resolved i invested ****** dollars for this type of treatment this is very unfair in the past i brought Honda Magrath a client that purchased a ****** dollar car and now went to purchase my car and this is the way the treat me this is unfair and not right please help me resolve this i believe they should cover repair of shifter service parts/Labor completely at no cost to me as well as facilitating me a spare tire,floor mats, **** at no cost to me

  

  Business response

  12/02/2022

  A McGrath management team member will be reaching out to review. 

  Thank you 

  Customer response

  12/06/2022

   
  Complaint: 18459741
  
  I am rejecting this response because: Today is tuesday and i have yet to hear from anyone i would also  like to add to my original complaint why was i charged sales price of ********* when the car was listed on magrath website for less than ****** i will send screenshots of this 
  
  Sincerely,
  
  *************************

  

  Business response

  12/14/2022

  McGrath City Honda and its management team has contacted ****************, addressed his concerns and will be working with him to resolve any outstanding issues.

  **************** has also been scheduled to have his vehicle serviced with us on 12/19/22 at which time we can review any further issues or concerns our customer may still have but we are confident all questions will be answered & resolved at that time. 

  Thanks 

  McGrath Management Team 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately two months ago I sold a 2021 Tesla S to McGrath Honda on W Grand Ave. They said they would pay off my loan, and once the lien was released and they received the title, they would pay me the balance of $18,000. On or about June 16th, my lender *********** notified me that they had received confirmation that the lien had been released and that the title would be sent out. One month later, I could not get anyone on the phone to discuss the matter. I have recently emailed the sales manager ************************* three times with no response. They owe me a substantial amount of money, and it's time for them to provide the payment to me.

  

  Business response

  07/27/2022

  McGrath Management team will review this information and reach out directly to **************** with a status update or any information still needed to complete this transaction. If all that is needed has been received on our end in order to pay any owed balance to **************** we will absolutely do so. 

  Thanks 

  McGrath Management Team 

   

  Customer response

  07/29/2022

   
  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

  07/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  This buisness keeps emailing me with SPAM. I have never signed up to be on their mailing lists, nor have I done business with them. I have made multiple attempts to have my email removed from ALL of the McGrath lists, yet they have failed to comply. I simply want my email removed from ALL of their lists and for them to STOP EMAILING ME.

  

  Business response

  07/09/2022

  McGrath Management Team has looked into this claim and we can not find any history of any emails being sent to the email address listed by the complainant. If there is anything that can be provided showing where these emails are being sent from along with the sender's email address we'd be happy to look further into this claim. 

  Thank you. 

  Customer response

  07/12/2022

   
  Complaint: 17523999
  
  I am rejecting this response because:I have provided a screenshot of the email that was sent but it came from: ****************************************; 

  
  *************************
  Sales Manager
  McGrath City Honda
  6720 ******************************************************* 60707
  **************
  

  So dont tell me that you arent sending me SPAM. Remove my email from ALL of the McGrath dealership lists and STOP emailing me. 

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

  

  Business response

  07/20/2022

  McGrath City Honda's management has sent notice to all of our marketing partners to remove this email address listed from all future notifications & advertisements. 

   

   

  Customer response

  07/22/2022

   
  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 on the condition that it is honored.  If I recieve ANY emails from ANY McGrath auto dealership/partners a new complaint will be filed. 
  
  Sincerely,
  
  *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩