ComplaintsforAutoNation Honda O'Hare

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I feel this business is doing Bait and Switch for services.I scheduled an online appointment for ****************** Change for my CR-V. It supposed to be $59.99 + tax for Full synthetic oil with tire rotation.When I reached there for my oil change, associate ( Advisor # **** ) said that is not valid for my type of car. But din't mention which type of car will have that promotion applied. So they were not honoring the promotion for my CR-V.I said that is fine, can I have just full synthetic oil and he mentioned it will be $79.99 + tax and no tire rotation. I said why more? Lucky I had another coupon for $54.99 on my phone and showed him. He said sure he will honor that but he wasn't willing to show me what kind of full synthetic oil is being changed or showing me an order. He was not willing to be cooperative at that time. He mentioned that, you will be able to see the order details in the final printout.The window sticker that has been placed by this dealership shows that next oil change is due in **** miles or in 3 months. If it was full synthetic then it supposed to be good for 7000-10,000 miles or 1 year. Why it shows **** miles or 3 months?My service Invoice is # ******.When I see my final print out it says "********* 00W20-BAS-L02DRM P0W20SYN" - I hope this is full synthetic and not a blend oil.

  Business response

  02/01/2024

  We spoke to ************** on 1/16/24 and explained the different service Autonation Honda O'Hare offers. He chose prepaid maintenance pricing which doesn't apply to his vehicle. Autonation ****** advised him of the service required on the vehicle and applied the *********************** price. We only use Honda oil full synthetic which we put in his vehicle.

  Thanks

   

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

  General Manager

  Autonation Honda O'Hare 

   

  Customer response

  02/02/2024

   
  Complaint: 21141967
  
  I am rejecting this response because:

  As I explained during call with manager on 1/16,

  I want to make sure Ohare Honda updates their website so once we put the ViN number, it should only allow to pick the right services and not Prepaid maintainance service or anything else which doesn't apply to the specific vehicle that customer has. There was no other option for full synthetic oil service other then what I picked after putting VIN.

  Also I requested manager to have their service staff be helpful to customer when they ask specific things like seeing the order or when trying to understand the service order they have put in the system.

  Are those two action being taken by the manager?

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

  Business response

  02/19/2024

  To whom it may concern, 

  ************* picked the Prepaid option when selecting his oil service. There are 2 options online due to Autonation prepaid maintenance and customers with out pre paid maintenance. Customer had coupon that we did apply. ******************** does use full synthetic oil which is a Honda requirement. 

  Sincerely,

   

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

  General Manager

  Autonation Honda O'Hare 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a Honda Odyssey from this business on 9/7/2023. I told them I would register the car in ********* and would pay the tax and registration myself. They did not give me the Manufacturer Certificate of Origin (***) and they did not even sign any of the paperwork. I realized *** is needed for registration and title on 11/27/23 and called the salesperson *********************** and he told me the *** would be emailed to me by the Controller. I waited but did not receive that. I called him on 11/28 and he said he would follow up but that was only possible at noon, seemingly unhappy with my calls. I went to DMV and DMV noticed the paperwork was not even signed by Autonation and only had my signatures, and I called *********************** again and finally he faxed the paperwork to DMV. But then DMV told me though this enabled me to register the car, I could not have my title as the *** is still needed. I emailed *********************** and left voice messages on his phone but didn't get his response. I talked also to the General Sales Manager *************************** on late afternoon of 11/28, and he said he "sent a request" to find out whether the *** will be mailed to DMV or me. But he did not explain to whom he sent the request, when I would get an answer, etc. I waited for a whole day today but did not get any reply from either ******* or ******. I need the *** for my title.

  Business response

  11/30/2023

  PLEASE SEE ATTACHED.

  Customer response

  11/30/2023

  Better Business Bureau:
  
  Hi, thanks so much! AutoNation sent me the *** today, so it seems this matter has been resolved.

  Sincerely,
  
  Tingting He    

• Initial Complaint

  10/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  AutoNation ****** offers a 5-day or 200 miles return policy for used car purchases. However, what is stated in the contract is different from what happened.The contract says that if the vehicle and its paperwork is returned within five business days, the customer will be refunded the full cost of the purchase.We purchased our vehicle on Thursday, 9/28. I reached out to the finance operations person on Saturday, 9/30, to say that we were considering returning the car. We came to the dealership on Saturday, 9/30, explained that we might want to return the vehicle, and test drove another vehicle. I reached out again on Monday, 10/2, to say that we wanted to know how the return process should go. The finance person said that he would have our salesperson contact us that day to explain the process. We didn't hear from our salesperson until the morning of 10/3, who told us that we were already outside of the five day return window. By my reckoning, as the store is closed on Sunday, 10/1, even if the day of purchase is counted as one of the five business days, we should have had until Tuesday, 10/3, to return the vehicle, as the business days that should have counted would have been 9/28, 9/29, 9/30, 10/2, and 10/3. The salesperson told me the used car sales manager would contact me. I left her voicemails and she never called me back. In the late afternoon of 10/3, I drove the vehicle to the store with the paperwork and talked to the general sales manager. He insisted that as we were outside the 5-day business day window (and said that Sunday counted, as some AutoNation stores in other states are open on Sundays, even if not in ********), he could not accept the return. After I explained to him that the salesperson had not called me back on 10/1, he agreed to allow us to trade for another vehicle, but no other minivans were for sale at AutoNations in ********.The vehicle we purchased is fine. But we wanted to return it to purchase something cheaper elsewhere.

  Business response

  10/19/2023

  Thank you.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to AutoNation Honda Ohare at 3:00pm on September 19, 2023 to have my car serviced. The service performed was 4 new tire installation and a 4 wheel alignment. My check out time was 4:52:29 PM and my service advisor was *************************. Upon exiting the dealership I noticed that my steering wheel was not properly aligned. After driving the vehicle for a short distance it was apparent that my vehicle was not aligned properly as it was drifting to the right when I had the steering wheel straight. I immediately called ******** and let her know that the alignment of my vehicle seemed off and asked her if the service advisor test drove my vehicle after servicing it. She said he did. I told her that I would be bringing my car back on Thursday and she said she would let the manager know. I also noticed that the ride of my vehicle seemed to be bumpy after the tire installation and assumed that it was because the tires were not properly balanced since the alignment was not done correctly. I bought the car in today 9/21 and spoke to ****** who took my car back to be looked and it was confirmed that not only was the vehicle not properly aligned but I now have a bad wheel bearing that was not bad before my car was serviced at Autonation. It is my belief that the dealership damaged my vehicle when they performed service and the tech failed in his duty to check his work to ensure that my vehicle was properly serviced. Had my wheel bearing been previously faulty before service it would have been confirmed and noted during the test drive which was not performed after the completion of service. All the service manager ****** could offer me was an apology, 20% off the completion of the damaged wheel bearing and a refund on just the wheel alignment portion of the service. I told him it was unacceptable as I would like compensation for the cost of the repair of the damaged bearing to be performed at the dealership of my choosing.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a used 2008 car in may with a pre sale inspection and oil change done. We just went back for next routine oil change and they say a part (oil pan threads) broken and that doesnt just brake or get wear and tear. Its a 13 yrs old car without this problem and they had the car 4 months ago without any word on a problem. They broke it and wanted us to pay to replace it. No Im not. Now Im dealing with a car that leaks oil and hasnt in 4 months and my daughter shared it to go to work . I want them to replace what they broke at no charge. They denied any faults when we questioned them.

  Business response

  10/07/2022

  Dear Sir/ Ma'am,
  
  Thank you for the information, and I apologize for the delayed response.  We did not sell this vehicle to the customer making this complaint.  Further, once this customers vehicle entered the service department at AutoNation Honda O'Hare, ************** immediately brought to management attention the fact of the oil pan drain plug being cross threaded,essentially coming in damaged.  
  
  We articulated this to the customer who had NOT service with us prior to this occasion, however despite our efforts to explain the customer was not satisfied that they had purchased a damaged vehicle from someone else, and we wouldn't just simply pay for the damage to be repaired as we had NOT caused it.
  
  Thanks,
  *******************, AutoNation Honda O'Hare.

  Customer response

  10/11/2022

   
  Complaint: 18134254
  
  I am rejecting this response because:we did buy vehicle from that dealer and have all the paperwork. We also had recalls serviced here. There were several other small details we decided to overlook that were cosmetic we didnt like about dealing with this dealer. As far as this incident the oil pan wasnt broken coming in. We didnt have any oil leaks to show for that. They are just trying to cover themselves 
  
  Sincerely,
  
  ***********************

  Business response

  10/25/2022

  Please see attached.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/28 I visited the car dealership in person and spoke with salesperson ***************************. They performed a trade-in-evaluation on my 2019 Honda van and offered me $30k for my trade it. I kept his card to think over the offer and was called by his manager ***************************** on 6/1/22. He also verbally offered me the same $30k for the trade in and we agreed upon MSRP for a 2022 Honda Accord Hybrid $32,560 plus tax/title/license. I emailed on 6/1/22 my written acceptance to these exact agreed upon terms with out-of-pocket expect for approximately $3,300. We were told the car would arrive in July 2022. On 6/17/22 we were contacted by the sales person ****** noting the car was in stock early and insisted we MUST come in to complete the purchase and it could not wait. We made arrangements for a babysitter and came the next night after returning from our out of state trip from 6/16-6/21. ******* was not present that evening on 6/22 and the sales person and manager on-site refused to honor our written deal. They stated it was a "misunderstanding" and would never have made such an offer and attempted to charge us an additional $3,000+. I showed them the email with agreed upon terms and they refused to honor it. It was a complete waste of *********** A business that cannot honor a WRITTEN agreement should be made to keep their agreement and held accountable to such terms.

  Business response

  06/29/2022

  Please see attached response.

  Customer response

  06/29/2022

   
  Complaint: 17495889
  
  I am rejecting this response because: of the details enclosed in the attachment as a rebuttal and response to the claims made by the dealer.  My comments are detailed in the red font which provide further clarifications and reasoning for the original deal to be honored. 
  
  

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

  Business response

  07/05/2022

  See Attached.

  Customer response

  07/13/2022

   
  Complaint: 17495889
  
  I am rejecting this response because: I do not believe this was a misunderstanding, I believe this was a poor attempt on a sales tactic that has likely been used for other prospective buyers.  In order to avoid misunderstandings in my line of work as a nurse, I utilize safety tools to ensure communication is clear. I repeat and read back what I hear which is why I clarified on the phone call AND put it in writing.  I also make sure to ask clarifying questions-in this case I clarified that with the trade-in value and the new purchase I was looking to spend between $3,00-4,000. If this was unclear during my conversation OR through e-mail with the manger ******* this would have been the time for him to correct any "misunderstanding."  I have attached a screenshot from my email purchase with a Honda Dealership in Countryside where I was able to negotiate a price via email, and upon arrival to the dealership they honored the SAME price.  This is how a business contract works: all that is needed is simply an offer to be made and accepted and something of value must be exchanged. If you attempt to reel a customer in with false promises hoping they would still purchase a vehicle as they are already in the dealership, this is poor business practice. This is why the BBB was involved, this is not a way to ensure customers can place trust in your business.  Again, providing an audio transcript or recording of the interaction would provide clarification to the events at hand. 
  
  Sincerely,
  
  *******************************

  Business response

  07/18/2022

  Please see attached.

  Customer response

  07/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is unable to reach satisfaction for both the business and the consumer. It seems that there is no accountability for "best business practices."  As consumers, there is evidently no protection or recourse it seems unless litigation is involved.  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been going to this dealership for oil change and car repairs for years for both our Civic and Odyssey. Just few days ago, the oil valve cover came off my car while driving in the expressway. They did an oil change back in January. I called the service center and got to talk to the Service Manager - Rey. Explained the whole thing. He asked me to drive the car to them so he can see it, even though he knows that I'd be dragging what came off. I asked him if I can send him a photo, he said they don't have company cellphone (which I find hard to believe) that I can text it to. I asked for his email, so I can send it to his email. Still no response. I guess loyalty does not count for this company.This was a negligence. All those that I have asked about tells me that the tab were not put back in place properly, when somebody did an oil change on my car, and that is why the oil valve cover came off.

  Business response

  05/27/2022

  thank you

• Initial Complaint

  04/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  i purchased a new vehicle from Autonation on March 23rd.At this time I had a trade in with a balance on the original loan still. Autonation was going to make the last payment to pay off the loan on the trade in. March 23rd payoff amount was $10,230.89 on March 29th I was charged $692.21 from Honda finance for my car payment (this should have been paid by Autonation)March 31st autonation paid off the balance of the loan for $9,630.52.Therefore, Autonation owes me $600.37.Since April 1st I have been attempting to talk to ********************** or someone else in the finance department. I have left messages and called numerous times. I am never able to get someone on the phone past the receptionist. I've asked to speak with management but can't ever get them on the phone. At this point Autonation Ohare owes me $600.37.

  Business response

  04/26/2022

  Please see attached documents.

*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. ↩