Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:09/17/2024
Type: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 purchased a used 2015 ***** Sonic on 12/26/2022. Less than a week later, the problems began. I understand used vehicles will have some issues and I've owned about 1 1/2 years, however I've put less than ***** miles on it since I've had it. This vehicle has had almost as much work done as the car is worth, and I'm being told now it's possible it needs a new engine. You don't buy a car that dealer supposedly inspected and less than 6000 miles later be told a new engine might be needed, not to mention all the other repairs that were done. Not to mention, I found out my car had an oil leak, a bad one and the dealership had my car for catalytic converter repair yet didn't tell me this. When trying to sell me warranty, I was told I should really get it in case there's an engine issue, and now guess what, I have one. I believe the problems were known and hidden. Which I have recently learned is common here.Customer Answer
Date: 09/17/2024
Here's the receipt for the purchase of the vehicle. All pics I already included in complaint show all charges and receipts.
Business Response
Date: 10/02/2024
Hello,
My name is ***** ***** and i am the owner of Brilliance Honda. I am sorry to hear you are having problems with your 2015 Chevrolet Sonic. Based on our records, It looks like you brought your vehicle in almost a year after purchase. We offer an extended warranty to every customer who buys a vehicle from us because things can happen to vehicles not because we know things are going to happen. It would be impossible to predict engine problems almost 2 years after purchase. We haven't serviced your vehicle at Brilliance Honda in 22 months. I would like to try and help, but i am not sure how. ************ shop is stating a new engine is needed? Maybe we can talk over the phone and see how we can help?
***** *****
Customer Answer
Date: 10/02/2024
Complaint: 22295750
I am rejecting this response because:You have incorrect info in your response. I brought my vehicle in to your service department for the 1st time on Jan 3, 2023 (8 days after purchase). The last time I brought it to your service department was Oct 26, 2023, which is NOT the 22 months you claim. I haven't even had the vehicle ******************************************************** May 2023, only 5 months after purchase. This vehicle hasn't even been driven much. I've put less than ***** miles on it since I've purchased it. I would like to reimbursed for some of my costs.
Sincerely,
***** *******Business Response
Date: 10/10/2024
Hello,
I apologize for my dates being incorrect. I opened up all the attachments and it appears Brilliance Honda did not charge you for any of the repairs that your vehicle needed after purchase $1,406. You are correct, your last visit in October 2023, we replaced the catalytic convertor at no charge - 10 months after purchase. It is unfortunate that an extend warranty was not purchased as it would directly help in this situation. Do you have receipts from another service station? Ms. ******* i want to help you with your vehicle. You are a local customer to us, which is why we didn't charged you for repairs. Who has told you, a new engine is needed?
***** *****
Customer Answer
Date: 10/10/2024
Complaint: 22295750
I am rejecting this response because: Yes, catalytic converter was replaced at no charge because less than a week after purchase, a code came on for it. The other no charge repairs were for the same thing under warranty for original repair. I've attached paperwork from other shop. For now I have blacked out all their info, as I don't know if they want to get involved. It's a shop we've been going to and trust, so I don't want to upset them. I've left all my info as well as vehicle info on there so you can see it's for the car I purchased from your business. You are free to call me. I've tried in the past to talk with you and was always told you were busy or not there.
Sincerely,
***** *******Business Response
Date: 10/11/2024
Ms. *******, thank you for sending the attachment. I am sure the diagnosis is accurate. My question is you stated in the complaint that you had repairs equal to the amount of the vehicle. You had thousands of dollars of work done and still need an engine? Could you please send what work was done over the past 22 months?
*****
Customer Answer
Date: 10/14/2024
Complaint: 22295750
I am rejecting this response because:I've spent $8679.23 repairing it, which is alot considering I've drive it less than ***** miles(purchase price was just under $10,000 before taxes). Not all repairs were related to the engine. For some reason I'm now having trouble attaching pics. Do you have an email I could send them to?
Sincerely,
***** *******Business Response
Date: 10/22/2024
Yes, please send to *******************************************************************************************************. Once i have everything, ideally let's talk over the phone or in person and see how i can help.
*****
Customer Answer
Date: 10/22/2024
Complaint: 22295750
I am rejecting this response because:I've sent over the pics via the email you provided. I look forward to talking either over the phone or in person to get this resolved.
Sincerely,
***** *******Business Response
Date: 11/04/2024
Hi *****,
Looking forward to hearing from you this week. We will get this in the right spot.
Kevin
Customer Answer
Date: 11/09/2024
Complaint: 22295750
I am rejecting this response because:We are still working this out.
Sincerely,
***** *******Business Response
Date: 11/22/2024
Things are in motion. Hopefully this fix we just completed gets us in the right spot.Customer Answer
Date: 11/27/2024
Complaint: 22295750
I am rejecting this response because:Car is still making noise intermittently upon startup.
Sincerely,
***** *******Initial Complaint
Date:09/07/2023
Type: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 bought a car September of 2022, and put down a **** down payment it on 2016 ****** Altima with ****** mi on it. And less than a year the car started falling apart on me. The battery needed to be changed. It was in horrible condition, a fuse was blown. And the left mirror didn't work. And now the transmission has gone out. The car does not run properly, I've lost employment because of it. I went to the one who sold me the car and asked for any type of assistance. He denied any responsibility. Refuse to help and said and I quote " I don't care if I sold you a lemon, or not. You bought it as is". I've went to transmission auto repair shops all saying that it will cost over $5,000. And The car was equipped with a CVT transmission which is known in their industry to go out. They called it ****** mi guarantee work.Business Response
Date: 09/09/2023
Hello, I am sorry to hear about your situation. I looked up your file we don't have any service history on the ****** Altima since your purchase a year ago and it shows you declined the extended warranty coverage at the time of sale. After 1 year of ownership and our service department never seeing the vehicle, it is difficult to do help. I would be happy to work with you on fixing your transmission. Let's find the most economical way to repair the Altima.
*********************
Brilliance Honda
Customer Answer
Date: 09/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Sha-*****************
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