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:07/07/2025

  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 2022 ***** Model 3 from this dealership in [Month, Year] and was assured that the vehicle had passed inspection and was in safe, roadworthy condition.On the way home from the dealership I experienced a floating sensation at highway speeds and took the vehicle directly to ************* in ************, ********. Tesla performed a full diagnostic and determined the vehicle had undisclosed prior damage to the rear subframe, which they confirmed required full replacement due to structural safety concerns. The total cost of necessary repairs is $2,581.88. I have a written estimate from Tesla detailing the damage and recommended repairs.This damage clearly existed before I purchased the vehicle and was not disclosed at the time of sale. Selling a vehicle with pre-existing structural damageparticularly to a component as critical as the subframeraises serious concerns about the dealerships inspection process and disclosure practices.I contacted the dealership directly, provided Teslas written estimate, and spoke to a sales manager by phone. Despite being presented with clear documentation that the vehicle was unsafe and sold in a compromised condition, the dealership refused to take any responsibility or assist with repair costs.I am now left to cover thousands of dollars in repair costs for a condition that should have been disclosed or addressed before sale.?Desired Outcome:I request the dealership fully reimburse me for the cost of the Tesla repairs: $2,581.88If they are unwilling to do that, I request that they offer to repurchase the vehicle due to misrepresentation and safety-related concerns

  

  Business Response

  Date: 07/15/2025

  the customer signed off on the CarFax that noted this vehicle had a minor accident (please see attachments).  The IL powertrain warranty of 15 days/500 miles does not qualify for the concern mentioned by the service shop in *********  

  Please let me know if you need additional information, 

  Thank you 

  
  

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23564775
  
  I am rejecting this response because:

  
  
  I understand that I signed a CarFax report indicating a minor accident. However, I was never told nor would a reasonable buyer assume that the vehicle had a broken or unrepaired subframe, which is a form of major structural damage.
  
  
  A minor accident on a ****** report does not give the dealer the right to sell a structurally unsafe vehicle without proper disclosure. I have documentation from a licensed Michigan repair facility confirming the subframe damage, which was either:
  
  
  Not disclosed to me at all, or
  Misrepresented as having been repaired, when it clearly was not.
  
  
  
  
  I am not seeking to invoke any warranty. I am filing this complaint because I believe the dealership:
  
  
  Misrepresented the condition of the vehicle
  Failed to disclose critical safety-related damage
  
  
  
  
  I am requesting that the dealership offer a resolution, such as a full repair, refund, or vehicle return. I am also preparing to file a complaint with the Illinois Attorney General, as this goes beyond warranty coverage and into the territory of consumer fraud.
  
  
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 07/30/2025

  Dear BBB, 

  Our GM, ***** spoke with Mr. ********** they agreed to meet in the middle and we will be refunding the customer $1800. The customer is good with this resolution.  ********* will cut the check today and it should hit the mail by Friday. 

  Thank you! 

  Customer Answer

  Date: 08/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:05/17/2025

  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.

  So I purchased the vehicle back in 2021 when I purchased the vehicle, I actually trading another vehicle. I did not put warranty on vehicle but I had a protection like its my car get stolen. I had a protection where that I can go back to the dealership and get a $6000credit for a new vehicle. I never used that theft protection warranty so now I was told that since I didnt use it within the several times of the four years I can get a refund but every time I call the deal I speak to someone and they transferred me to finance. I left several voicemails then when I call they say hey we dont see it on your previous account. I do have records that I did pay the extra fee, but they telling me that they dont, but finance is not answering the phone for me at all.

  

  Business Response

  Date: 05/21/2025

  Dear BBB & Ms. ******** --

  Unfortunately, this is normal wear for brake life of your vehicle and the ****** miles you've driven it since the purchase.  Please see the detailed vehicle history below.  If you have any questions, please feel free to reach or to either of our service managers- *** or Arian *************)
  
  Used car reconditioning completed 6/26/23 @****** miles, sold 9/1/2023.  She came back in shortly after purchase with a complaint of vibration while braking and it was determined to be rust build up on the rear rotors causing the concern.  It is not un-common for this to happen due few weeks it sat on the lot before being sold. We replaced the rear rotors at NO CHARGE as a goodwill gesture.  She came in for service 7 times from 9/26/23 to 4/22/25 with no complaints for brake concerns.  On 5/14/25 she came in and requested a brake inspection and she was told the linings are at 4 mm and due for replacement. Vehicle was driven ****** miles since purchase and wear is considered to be normal.
  
  
  Thank you 

  

  Business Response

  Date: 05/22/2025

  Dear BBB & *** ********- 

  I apologize for the confusion with my initial response to your BBB complaint, this was for another customer with a brake concern.

  As for your case, can you please send the *** form that you have with this warranty information listed in the BBB description?

  Please email the form to **** our General Sales Manager --- **************************************** so we can look into this. 
  
  Thank you! 

  Shanna 

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car in because it needed a new spark plug. That piston had been misfiring. I also had an oil change performed at the same time. I was given a quote for the oil change, but not for the spark plug. I was able to pick the car up later that day. I was informed that the labor alone for the spark plug installation was almost $300, but paid it anyways. Upon driving the vehicle, I immediately noticed that the car still had a flashing check engine light and was still misfiring. I called my advisor and left a message asking about the condition of the removed spark plug. I never heard back. I drove my car back to my Wisconsin from IL and had the car examined at another Honda ************** for issues. It turns out that the car just needed a new spark plug. The same one that I had just asked to be replaced in Elgin. After this replacement, the car runs just fine. Either the service center in Elgin hadn't replaced the spark plug or they replaced it with a faulty one. I called the Elgin service center again and was told that there was nothing they could do, but that a service manager would call me back. I heard nothing for over a week until I called again. This time I was told that the advisor did watch them change the spark plug, but did not see them test it. I asked for some compensation because the spark plug they installed, at great expense, had been faulty. I was told that since my car had problems, they would not take responsibility for the spark plug. I have now had to pay for parts and labor for two spark plugs and a diagnostic fee all because the job was not properly performed in Elgin. The lack of communication and the rude communication when we did talk is one thing. But, I believe that since a faulty spark plug was installed, that should entitle me to at least some reimbursement of the enormous sum they billed me. So far, they have denied this. I guess I shouldn't be surprised that they asked for payment by check or cash.

  

  Business Response

  Date: 04/14/2025

  Dear BBB, 

  I spoke to our service manager regarding this customer's concern and here is the feedback: 

  Mr. ******* came in with a check engine light on and declined to have us diagnose the issue. He said he knew that he had piston ring issue, and the cylinders were fouled oil due to the problem. He requested that we replace the spark plug in cylinder number three only. He said he just needed to get back to ********* and he would fix the vehicle when he got home. Also, if he went to another Honda dealer and it was a faulty part, that Honda dealer would have been able to perform the repair under a parts warranty. What we suspect happened was since the cylinder was fouled with oil the new spark plug that he requested we replace also got fouled up with oil and that why his check engine light came back on. He also had us perform an oil change at the same time.

  Thank you

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23172245
  
  I am rejecting this response because:

  Two of Elgin Honda's claims are correct: 1) I requested only spark plug 3 be replaced. 2) I also agree that I seem to have a faulty piston.

  I disagree, however, with their conculsion becuase at the moment I accepted the car from Honda in Elgin, the piston was already misfiring due to a bad spark plug. To this point, the known faulty piston has made necessary the replacement of the spark plug only every ***** thousand miles. If the faulty piston had caused this problem it would not have been a problem immediately upon acceptance of the vehicle. In addition, when the spark plug was replaced later in *********, the car ran fine and has continued to do so after hundreds of miles to this point. The issue is simply twofold: 1) the spark plug that I received in Elgin must have been faulty (which they seem to acknowledge now with their statemnt about the warranty) and 2) This necessitated not only the additional replacement of the same spark plug with a working one, but also a diagnostic evaluation to determine the cause of the problem. This diagnostic evaluation would have been unnecessary had the repair been properly performed in the first place. 

  I am not requesting a full refund. But I believe some compensation is in order.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/29/2025

  Dear BBB and Customer, 

  After reviewing this case again, we are going to refund the customer (via check) $262.26- this covers most of the labor and faulty spark plug. The check was cut this morning and should hit the mail by Friday of this week.  

  We hope this resolution is satisfactory and again apologize for the inconvenience. 

  Thank you, 

  McGrath Honda of Elgin 

• Initial Complaint

  Date:01/29/2025

  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 purchased a new CR-V from Elgin Honda last year. The process took 5 hours, and multiple mistakes were made with the lease financing, resulting in a refund check being issued for nearly $1k. I repeatedly showed the right calculations to the finance manager and was dismissed over and over again.I was pushed into three separate protection programs, and called the next day to cancel all three. They said they couldnt cancel them, but if I had no claims on them, Id be refunded 100% when I returned the lease. Im now selling the car, and went to get my refund so the terms of the plans didnt stay with the car. They refused the refund as promised and instead prorated it to 66% (penalizing me a year of a three year lease) and took a cancel fee of $50 from each plan.I am seeking full refund of all plans as promised by dealership.

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle in April 2024. I told the sales manager I could not get the down payment until the following week because it was in a separate account. He said this was fine. The following Monday I had calls and texts about paying the down payment that day because they had month close. Which was fine. I said I could put it on my credit card but I would like to be refunded the $150 credit fee. They agreed. After multiple texts, calls and emails I have gotten no where. I even went to corporate and it has still not been resolved.

  

  Business Response

  Date: 01/25/2025

  Dear BBB, 

  Our general manager **** spoke to the customer this week and agreed to get her the $150.  Sorry for the delay. The customers last name wasnt matching in our system.   She will be refunded the money. 
  Thank you!!

• Initial Complaint

  Date:10/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a new/used **** Mustang 2020 of last year Oct. off the show room floor. MINT condition with only ***** miles on it, virtually brand new vehicle took it for a 5 minute test drive and purchased it with cash ****** with added seal coat top and bottom. 6 months later entire spoiler bubbles and peals down to the metal also entire trunk top and bottom is bubbling the paint. I call as soon as it happens. They say it is documented right away. When can I bring it in. I live 2 hour drive away so it takes me awhile to get in show them the car let them take pictures they send me on my way and say they will get back to me on it. We discuss on phone that I feel their responsibility to sand down and repaint it bring it back to them drop off received a loaner car no one is available to talk with about it so I informed the service manager of whats to be done, once again Im waiting to hear back week later they want me to spend 800 or 1200 for a new spoiler to be put on. I say NO I will provide spoiler in the process its still sitting there not being inspected I show up later with the part no one manager is available to talk with so I drop off part telling yet another employee whats supposed to happen they switched me to another loaner? They call back in time and let me know they can only repair top of trunk not bottom? Cant properly explain why however for more money they could do it. Now I am ****** theyve had my new car for 2 months I said I just want it back this is what I was sent as the finished product thought I could show pics the top of trunk is repaired however the bottom by logo is unfinished paint bubbles everywhere

  

  Business Response

  Date: 10/25/2024

  Dear BBB, 

  Here is an update from our Service Manager *******, who has been in contact with the customer throughout this process. 

   

  Ms. ******* brought her vehicle in on 8/28/2024 for the issue with the paint as she described in her complaint. The paint on the trunk and spoiler area was peeling and bubbling. The trunk area and spoiler on this vehicle were painted by Carnica prior to it being sold by us. *** from Carnica came out to inspect the vehicle and advised us that he did not fully believe that the new issue with the paint was due to defect or poor workmanship, and instead believed there may have been some outside influence. Despite this, he worked out a deal with sales that he will cover any labor costs to **** the paint work. He did highly advise to replace the trunk and spoiler however as it would be difficult to fully sand down and repaint the parts to a point in which the customer would be satisfied. However, *** further stated that he would not cover the cost of the replacement parts. Customer spoke with the sales management team (I believe ***** primarily spoke with the customer). I cannot speak to the specifics of the conversation but from what I understand, it came down to the customer being responsible for replacement of the parts but they would be offered at internal cost. Customer supplied her own spoiler but did not wish to replace the trunk and opted to have it sanded down and repainted instead. Carnica picked up the vehicle and further found that the back panel that holds the Mustang emblem is separate from the trunk assembly and is plastic, so it cannot be sanded down and repainted. It would be required to be replaced in order for it to look right. I personally called the customer at this point and explained why that piece could not be repainted. She opted not to replace it and requested we just finish painting the trunk and spoiler. Vehicle was completed and returned to ** on Friday evening, 10/18. A good bulk of the time that the vehicle spent with us was waiting on the decision on how to proceed, from either the customer or sales, as well as us waiting for her to supply the replacement spoiler.
  
  

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new Honda CRV Hybrid June 19, 2024. I was over charged for a title and registration for the plates instead of a title and transfer. I also found out from the state that they had not filed the paperwork for my new car with the state, nor the one they purchased from me. I notified them of the issue in July and I still have not been refunded the monies owed to me even though I was promised a check. I also have paid off the car with Honda Financing in July and still do not have my title. According to the state, my new car paperwork was not filed, so a title could not issued to the finance company, so they can not sign off the title and to then send it to me.

  

  Business Response

  Date: 11/03/2024

  Dear BBB, 

  Sorry for the delay in responding to this, I thought I did last week. A check was cut by our office for the excess fees charged. The customer should have received the check by this point. If not our phone number is ************ (license and title dept) 

  thank you! 

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm filing a complaint with the BBB because of the experience my wife and I (******* *******) have had following the purchase of a Honda CRV at this dealership on 07/13/24. The customer service from this dealership has been horrible from the moment that our check cleared for the purchase of our car and we are very extremely upset and frustrated. The *** number of the vehicle we purchased was ***************** and the temp license plate is **********. We have not received our permanent license plates nor our 2nd key despite multiple attempts to contact this Honda dealer. My wife and I worked with ***** from the sales team on the purchase of our CRV on 07/13/24. We were told by ***** that our *** would come with a 2nd key but the key was being kept by HR. Our sale closed after HR had already left for the day so ***** said he would be in contact with us within the next few days to arrange for us to come get our key. We never heard back from ***** or any other member of the Honda team. We've reached out to this Honda dealership multiple times via phone. Everyone we spoke to said that they would "get back to us", but not a single person has followed up. We also went in to the Honda store to follow up in person. ***** was not present but we spoke to another member of the sales team, who said that they would follow up with ***** and have him call us. We left both of our numbers with the sales associate and we never heard ******* wife has again called this Honda dealership several times this week and has been sent to voicemail every time and we continue not to hear back from Honda. We also still have not received our license plates. The temporary plates we received expire in less than a month and I am not hopeful that we will receive them. The business has not reach out to us to resolve the problem. We want the 2nd key to our vehicle and we want our license plates.

  

  Business Response

  Date: 09/30/2024

  Dear BBB & *** ******, 

  We are very sorry for the inconvenience caused to you.  *****, our Sales Manager, has been in contact with *** ****** in regards to getting him the 2nd key and also a remedy for the plates and registration.  We had copied our office manager so that the paperwork portion of these concerns gets resolved ASAP. 

  Thank you,

   McGrath Honda of Elgin 

• Initial Complaint

  Date:08/09/2024

  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 have tried to work things out with the sales manager listed below. However, he was very unprofessional just like his crews at the dealership. Good morning *** ***************************,I hope you are doing well. I purchased a Honda CR-V, 2025 on Wednesday, June 12th from your Mcgrath Honda Dealership in Elgin. Unfortunately, the vehicle was not satisfactory. I took the car back the next day, and the sales manager made an agreement with me for an exchange. However, I was very rushed through the second sale. I feel that may have been taken advantage of, overcharged, or outright scammed. Now I have a 2021 CR-V, a vehicle that I had to purchase in order to complete the exchange. I am reaching out to you to ask you if you can assist me with this matter. I can meet you in person, via phone, or email to answer any further questions you may have. My phone number is ************. My email is ************************** Thank you in advance for your time and cooperations. Sincerely,***********************

  

  Business Response

  Date: 08/14/2024

  Dear BBB, 

  We went above and beyond for this customer by unwinding the first purchase and showing her multiple cars at 2 of our dealerships.  She feels she didn't get a good deal.  We spent time showing her the VAuto site and how she paid $700 less than what the car was listed for online (average market).  She also paid under the sticker price that the vehicle was listed for at McGrath $27,595 (she bought it for $27,200).  We typically DO NOT discount our used inventory - it is priced to market. We sold 300 used cars last month, we do this high volume because our vehicles are priced to sell immediately. 

  Please see attached documents on what the vehicle was listed for on the McGrath Site. 

  McGrath Honda of Elgin 
  

   

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 17th I went in to buy my mother a new car. I was paying in full and made that clear from the start. They ended up running credit checks on me and my mother, who was not paying for the vehicle just registered in my mom's name. Both of our credits took large hits, mine went down about 60 points. They told us they need to run the credit check for what they called "identity verification". I asked if it would impact my credit and they told me it wouldn'************, and ***** were the ones working with us. I paid with a cashiers check of about ***** thousand, the full amount of the vehicle. Please reach out to me if you need any documentation.

  

  Business Response

  Date: 08/07/2024

  Dear BBB and Customer, 

  We are required to run credit when customers are writing large personal checks.  Cashier Checks do not require this since the funds are certified. We apologize for the inconvenience. 

  Thank you, 

  Elgin Honda 

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22083091
  
  I am rejecting this response because:
  I wrote them a cashiers check, not a personal check.

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

  

  Business Response

  Date: 08/08/2024

  Dear Mr. ********************** apologies, I clarified with the team at Elgin.  I believe the credit check forms were filled out and signed by you and your mom when you were planning on paying with a personal check.  It appears those were run prior to you leaving the store and getting a cashiers check.  The check performed was a 'soft inquiry' which shouldn't affect your score by more than a few points. Even hard credit inquiries have a maximum of 10 points.  You can request a copy of your credit report from Experian or Equifax- these inquires do not affect your score. 

  Again, my apologies! 

   

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22083091
  
  I am rejecting this response because:
  Regardless, why was my mother's credit ran? She was not making any purchase.
  Sincerely,
  
  *************************