ComplaintsforSchaumburg Honda Automobiles

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 19, 2024 my husband and I purchased a 2024 Honda CRV for $41 K. It is May 15, 2024 and our temporary license plates are going to expire on May 19, 2024. We have been endlessly contacting Schaumburg Honda in order to track down the necessary paperwork we need for the Title and Registration process. We have been unable to register our car in the State of *******. We have sent emails and left voicemails with and have not received resolution yet. We have had to pay to have documents notarized and shipped next day. They did not send out our paperwork to title service until April 17, 2024. When we finally heard back form the dealership on May 13, 2024 they informed us it was the title service's fault because they are training new people. They have advised us we will likely need to attempt to get another temporary plate while they are tracking down the "issue". At this time as of May 19, 2024 we will no longer be able to drive the vehicle we purchased from Schaumburg Honda dealership due to their incompetence to deliver to us the paperwork needed for title and registration. They had 90 days. We recently purchased another vehicle after the Honda CRV from another dealership in ******** and had no issues. We received paperwork within one month and already have the plates on that vehicle. Do purchase a vehicle from this dealership as you will likely be unable to drive the vehicle due to their complete lack of competence when it comes to title and registration papework.

  

  Business response

  05/22/2024

  Good afternoon,
  
  I spoke with the customer on May 15, 2024, and they seem satisfied with our current efforts. We correctly sent the paperwork to REGUSA, but they were slow in processing it. Subsequently, Indiana introduced a new form, causing further delays that REGUSA was unaware of. Currently, the documents are at the Indiana ***, awaiting processing, and there are no further missing paperwork issues that we are aware of at this time.
  
  We have contacted the *** to extend the customers temporary drive-away permit in *******. Unfortunately, they informed us that a title must be issued to extend the temporary drive-away permit. This seems illogical, as a title issuance would render the temporary permit unnecessary since plates are issued simultaneously.
  
  I have assured the customers that we will continue to follow up and make phone calls to expedite their service. However, they understand that we have no leverage to accelerate the process with the Indiana ***. As of the last communication at 6:00 PM May 15, 2024, they are happy with our efforts. I also informed them that should they receive a ticket for expired registration, Schaumburg Honda will cover all fees associated with the ticket.

  Should you have any questions, please reach out to ***********************, General Manager, at ************.

  Thank you,

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

  General Manager

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My rear windshield shattered on January 15, 2024 on my new 2023 Honda HRV. After contacting the Schaumburg Honda dealership and ******** Honda support line, I was instructed to bring my car in to be inspected. Upon this inspection, the service techs determined the cause of the broken glass was a manufacturing defect and that my warranty would cover the amount due to replace the glass. They then taped trash bags to my back windshield and gave me my car back, claiming for it to be still drivable. I then asked if there was anyway they can give me a loaner for the time being until the parts are received in as it has been very cold with the ******* winter and my back windshield has a giant hole in it. The service tech ***************************** then called me and said I was added to a waitlist as they currently did not have any more loaners to give out. I then asked ******** Honda if they could help secure a loaner/ rental and they explained that this department is solely at the dealerships discretion. I then called back to the service department and talked with a lady that said they would move me up to the top of the wait list. Then, ******* called me back and explained to me that it was there policy that they can not provide a loaner or help me secure a rental car until all parts were received in, and my car was still drivable. The parts were on back order until 2/26/24. After questioning why I was told differently to begin, they double down and said they could not help until the parts are in. I then asked to speak to the ****************** manager, *********************, and he explained that they could not incur or justify an expense like that for that long of a period. I then asked what solution they would have for me, as I do not believe that the car is drivable in the condition they gave it to me. He then explained he did not have a resolution for me at this time, besides waiting for the parts to come in. Since this discussion, the lead time for the parts has extended to 3/16/24 and I have felt like I am getting the run- around from both ******** Honda and the Schaumburg Dealership. I am still making car payments, and not driving my car as it is missing a back windshield in the middle of winter. Please help get me a guarantee that Honda will reimburse me for a rental car to avoid me paying for this inconvenience, caused by the manufacture, out of my own pocket.

  

  Business response

  02/15/2024

  I sincerely apologize for the delay in the delivery of the parts for your vehicle. We understand the inconvenience this has caused you, and we appreciate your patience as we work to resolve this matter.
  
  After thorough investigation, we have identified that the delay is due to an issue with American Honda Motors. Our Service Team Leader, *********************, has been proactive in addressing this concern. He has already contacted our Honda representative, who, in turn, recommended that you reach out to American Honda's customer assistance line at ************. Calling this number will help expedite the order of the necessary glass for your vehicle.
  
  Furthermore, ********************* will personally follow up with the Honda representative to inquire about any updates on the delivery schedule. I want to assure you that your order is already on the highest level of priority within our ordering system, and we are doing everything possible to expedite the process.
  
  We understand the importance of resolving this matter promptly, and we genuinely appreciate your understanding and cooperation as we navigate through this situation. Our goal is to provide you with the excellent service you deserve, and we are committed to resolving this issue as quickly as possible.
  
  If you have any questions or concerns, please feel free to reach out to me directly or contact our Service Team Leader, *********************, who is dedicated to assisting you throughout this process.
  
  Once again, we apologize for any inconvenience this delay may have caused, and we appreciate your understanding and cooperation in this matter.

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

  HR Director

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

  Customer response

  02/20/2024

   
  Complaint: 21284479
  
  I am rejecting this response because: it does not provide me a solution until the parts come in. Honda **************** recommended I continue trying to work with the Dealership and closed my case I had open with them. Both parties are telling me the other can help but they are not. I just do not agree that the car is drivable and still safe or comfortable to use, I do not see how you can claim a missing windshield caused by a manufacturing problem in wintery conditions is okay.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I traded in my 2020 ***** blazer for a used Cadillac. The Schaumburg Honda took my truck in trade, and was rolling the loan on the Blazer into the loan for the Cadillac. The loan for the ***** Blazer is from Educators credit union in ****** **. The Schaumburg Honda never paid the loan for the ***** blazer off. Now I have too make loan payments to Educators credit union on the ***** Blazer that I no longer own. The truck was traded in Dec 12,2023. I also had to make loan payments on the Cadillac. Educators credit union is also charging me a late fee,and has my truck loan listed as a non payment.

  

  Business response

  02/15/2024

  I apologize for the delay in your lienholder receiving your payoff check from Schaumburg Honda.

  The original payoff check was issued to ********************** and dispatched via *** for overnight delivery on January 4, ****. Unfortunately, we encountered an unexpected delay in the *** service, resulting in the check being in limbo. I understand the inconvenience this must have caused, and I sincerely apologize for any frustration it may have brought.
  
  In response to this issue, we took prompt action and issued a replacement check, including the payoff difference, on January 24, ****. This replacement check was also sent via *** for overnight delivery. I am pleased to inform you that the check has successfully cleared the bank on January 29, ****.
  
  To provide further reassurance, I have attached a copy of the canceled check for your reference. Please review the attached document, and if you have any questions or concerns, feel free to reach out to us at ************.
  
  Once again, I apologize for any inconvenience this delay may have caused. We greatly appreciate your understanding and patience throughout this process. If there is anything else we can assist you with, please do not hesitate to let us know.
  
  Thank you for your cooperation, and we appreciate your continued trust in Schaumburg Honda.

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

  HR Director

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

  Customer response

  02/15/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2016 me and wife purchase a new Honda Odyssey. We also purchased an extended warranty for ten years ******* miles **** month the engine light came on. Immediately took the vehicle to the dealer Next day I was told the vehicle needed piston rings. This vehicle always was serviced at the dealer and has never been abused The vehicle only has ****** miles I was told the extended warranty didnt cover this repair since nothing was broken but had carbon buildup on piston number 3 The internet is loaded with complaints on this issue My out of pocket cost was $1900.00 This is a manufacturing problem. I never heard of replacing piston rings on a ****** mile motor I would like to get my money back

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from Schaumburg Honda on 8/24/2023. 2013 Acura RDX with ~****** miles I paid for the vehicle by check. No financing. I was told that I would receive the title in the mail, and that the state of ******** DMV is slow on getting titles sent out. I was given a temporary license plate (paper that goes in the rear window) good for 90 days. It is now expired. I have called the dealer seeking the title, and either cannot get a straight answer or even worse, I cannot get a call back. The salesperson is completely useless in solving this matter. I have spoken with two different "sales managers" - one of which said he would look into and follow up. He sent me a text from their "system" to show some good faith that he would be in contact with me. I have never heard back from this individual and he has not responded to my multiple text messages seeking updates. I was able to connect with another sales manager who was kind enough to call me back and inform me that apparently there was some administrative issue, and that it make take another 6-8 weeks, but he wasn't able to explain exactly what the issue was - and said his manager ** ***********************, would call to explain in the next 30 minutes. No surprise, I did not hear from the ** so I called only to be told he left the building. (also note that I did send an email to Rohrman ********** Corporate expressing my disappointment with communication, and seeking assistance. I got an auto response confirming my email was received, but that's all). So at this point, my temporary license plate has expired, and getting straight answer from the dealer seems to be beyond their capabilities. There are a few other details that occurred pre-purchase that seemed to be typical car buying bs but, I tried to look past it and buy the vehicle because I thought it met my needs. Bottom line - I need the title, and at the very least new extended temporary license plate. CAN YOU PLEASE HELP?

  

  Business response

  12/28/2023

  I am writing to provide you with an update on the concerns you raised regarding your recent purchase of the Acura from our dealership.
  
  I want to assure you that your satisfaction is our top priority, and we have taken immediate action to address the issues you brought to our attention. I personally reached out to you earlier and had the opportunity to discuss your concerns in detail. I appreciate your patience and understanding throughout this process.
  
  As part of our commitment to resolving the matter promptly, I am pleased to inform you that a new temporary tag was issued for your vehicle. This temporary tag will ensure that you can continue to drive your Acura without any inconvenience while we finalize the necessary paperwork.
  
  If you have any questions, please reach out to General Manager, *********************** at ************ or *******************************************.

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

  HR Director

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

  Customer response

  01/05/2024

   
  Complaint: 20940500
  
  I am rejecting this response because:
  
  While I have made some progress in this mater in such that I now have some communication with the General Manager of the dealership, which is appreciated, however, that fact of the matter is that I still do not have the title to the vehicle. The ** explained the reason for all of this, and assured me that it is not my fault - rather an error on the part of the dealership. He told me that the dealership has corrected the error, and had expedited the request for a vehicle title from the state of **. He further explained that even thought the request has been expedited, the state of ** still takes several weeks. Just to reiterate, I purchased this vehicle for cash in August of 2023 and I still do not have a title. Not an ideal experience. 
  

  
  

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

  

  Business response

  01/24/2024

  I'm sorry for the delay in getting the title for your Acura.  The title was submitted and has been in ***********.  You should be receiving the title soon.  If you have any questions, please reach out to ***********************, General  Manager at ************ or *******************************************.

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

  HR Director

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

  Customer response

  01/24/2024

   
  Complaint: 20940500
  
  I am rejecting this response because:

  Dear ******************, 

  I appreciate your communication and your efforts to resolve this matter. However, we are now approaching 6 months since the vehicle was purchased, for cash, and still no title. I know you said the state of ** may take "a while" even with your expedited efforts. 

  This BBB process offers me two options: Accept of Reject. While I take pleasure in this process, I cannot Accept your response at this time.

  I check the mail every day hoping to receive the title to the vehicle, and will continue to do so.  Please let me know if there is anything else that can be done to resolve this matter. 

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

• Initial Complaint

  11/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2018 used November 2 years ago but I have reached out to them on several occasions just this calendar year, wanting them to take back this lemon. The manager originally indicated that if he was the manager when we bought this vehicle it would have never left the lot. When I indicated I want him to buy it back for whatever was left on the payments, another words for the ****** or so open I would eat what Ive used and what I put into the motor on several occasions even with a warranty. The engine at South blew at no fault of my own, then the crappy warrantee they sold us required the dealership find a used engine, which subsequently failed multiple times there after.They slammed me into something I did not want some kind of detail for the paint, when I complained about it they did refund the approx $2000 -in a check, it was but one of their sub standard tactics however This dealership is not the one I took it to for servicing however, so that will be a separate complaint, however, this dealership being Schaumburg was the one who sold me into the crapiest -substandard warrantee, that I in fact asked specifically at time of purchase. If it was a Honda or a knock off brand of a Honda warranty, and they assured me it was Honda. Truth be told I shouldve double checked before I left the dealership, but it did prove to be very counterproductive later, when it came time for filing a claim.Moreover, this is the dealership that sold me the car that a subsequent manager from the purchase admitted it should have never left the lot, and further indicated if he was the manager at the time it would not have been sold.When I checked into the lemon law that he referred to, this case exempt that from being applied, when in fact he absolutely inferred that he was exempt, the car now being mine to pay off.

  

  Business response

  12/27/2023

  Your satisfaction is our top priority, and it has come to our attention that your previous interactions with our dealership did not meet your expectations.
  
  Approximately a year ago, we attempted to assist you in transitioning to a different vehicle. Regrettably, due to credit constraints and challenges related to the trade-in, we were unable to proceed with the change. We understand that this might have been frustrating, and for any inconvenience caused, we extend our heartfelt apologies.
  
  Furthermore, we've noted that you have chosen to service your vehicle elsewhere since your purchase. We value your choice and understand that each customer has unique preferences for maintenance. While we respect your decision, we would like to express our regret if there were any aspects of our service that contributed to your decision to seek service elsewhere.
  
  As a gesture of goodwill, we had refunded the cost of the ****** protection you purchased. We hope this refund serves as a token of our commitment to customer satisfaction and an acknowledgment of any inconvenience you may have experienced.
  
  Should you wish to discuss your experience further, provide feedback, or explore ways in which we can improve your relationship with Schaumburg Honda, we invite you to reach out to our General Manager, ***********************, at ************ or ******************************************** **** is dedicated to addressing customer concerns and ensuring that your experience with Schaumburg Honda aligns with our commitment to excellence.

  Thank you,

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

  HR Director

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

• Initial Complaint

  10/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a used Honda vin # ***************** from ********************* Honda at the listed address on golf road. I paid in full with a check for the vehicle. It was paid for in full. Signed paperwork and received a bill of sale and tax paperwork along with the vehicle. I was told the title for the vehicle would be mailed to me. It is now October 8, 2023. I have not received the title from the dealership. I have been to the dealership multiple times over the past few months asking about the title. They have not transferred the title to me yet. I ran a carfax and checked with the secretary of state and they told me that the dealer has not transferred the title to me yet. I keep getting the run around from the sales associates. I also contacted the general manager via email and he is not responding to me. They took my money but have not fulfilled their end of the deal. I would like them to transfer the title to me as they are required to.

  

  Business response

  12/28/2023

  We appreciate your patience and understanding regarding the delay in the processing of your vehicle's title. We understand the importance of timely documentation, and we sincerely apologize for any inconvenience this may have caused.
  
  I am pleased to inform you that the title for your vehicle has been successfully processed, and it is now free of lien. The transfer to your name has been completed, and the necessary paperwork has been sent to you via mail. While we anticipate that you may have received it by now, we acknowledge that mail delivery times can vary.
  
  Please rest assured that the title has been issued, confirming the successful transfer of ownership to you.

  Should you have any questions, please reach out to General Manager, *********************** at ************ or *******************************************.

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

  HR Director

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

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They failed to send the title documents to the ******** secretary of state and my temporary title expires in 1 week; it's been over 2 months since my purchase. I called them and they said they would overnight them to me. The next day i received the documents with a check from them instructing me to register my vehicle. The check didn't even cover half the cost which is hilarious. I also noticed on the purchase agreement they charged me an extra $3000 for a warranty that doesn't even cover a mechanical failure. I told them i did NOT a warranty anyway, but they charged me anyway and i didn't notice. they also charge me for $499 for a theft recovery service which i did NOT authorize or even discuss with them. I will be reaching out to my attorney, but i figured i would warn the next buyer.

  Customer response

  09/07/2023

   
  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. This matter has been resolved.  I was refunded in full.  Thank you.  Please close this complaint.
  

  
  

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

• Initial Complaint

  07/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 Honda HRV on April 18, 2023.The salesman was very nice but he was also a fast talker!!!!!I am 68 years old and have serious health issues.After reviewing my sales documents, I discovered a charge under "Dealer installed options or services" for $499.00. When I called I was told that the charge was for a service called Recovr which I was led to believe was included in the price of the car. I have not downloaded this appt!!!! I called the general manager and a sales manager called me back to say that I had signed the paperwork and they would not refund the charge.I have reached out with phone calls and emails and my calls are not returned.Hoping this issue can be resolved.

  

  Business response

  08/03/2023

  First and foremost, I want to express my sincere regret for any inconvenience you may have encountered while seeking assistance at our dealership. Providing exceptional customer service is our top priority, and we acknowledge that we failed to deliver on this occasion. Rest assured, your feedback is invaluable to us as we constantly strive to improve our services and provide the best possible experience for all our customers.
  
  To address your concerns, I would like to assure you that our team is already taking the necessary steps to prevent similar situations from happening in the future. We are conducting additional training sessions to reinforce our commitment to customer satisfaction, and we will be closely monitoring the quality of service provided to ensure that this does not recur.
  
  Regarding your warranty, we understand that you may want to cancel it due to the unsatisfactory experience you had. To initiate the warranty cancellation process, kindly visit our website at www.banyansmart.com/cancel. The webpage provides a step-by-******************* to help you through the process.
  
  Once again, I extend my sincere apologies for the inconvenience you faced, and I want to assure you that we are committed to making every effort to regain your trust. We genuinely value your business and hope to have the opportunity to serve you better in the future.

  Thank you,

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

  HR Director

  Customer response

  08/16/2023

   
  The website they provided was not correct and l was promised a check was being sent to me August 8th
  Still waiting for the check and will not say that they resolved the issue until it is received
  Thanks for your help
  ***************

  

  Business response

  09/12/2023

  I want to extend my sincerest apologies for the delay in sending out your Recover check. Your satisfaction is of utmost importance to us, and I deeply regret any inconvenience this may have caused.
  
  I am pleased to inform you that the Recover check has now cleared our bank account, and it should have been received by you. However, we understand that sometimes postal services can be unpredictable, and I want to ensure that you have the necessary information.
  
  To assist you, I have attached a copy of the cleared Recover check for your reference. Please review the attached document, and if you have indeed received the original check, kindly disregard.
  
  However, if you have not yet received the check or have any concerns regarding its status, please do not hesitate to reach out to me directly at ************ or ******************************************** We are committed to resolving any issues promptly and ensuring that you receive the funds owed to you without further delay.
  
  Once again, I apologize for any inconvenience this delay may have caused, and I appreciate your understanding and patience in this matter. Your satisfaction remains our top priority, and we are here to assist you in any way we can.

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

  HR Director

• Initial Complaint

  06/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have purchased a 2023 Honda Civic EX trim from Schaumburg Honda. Initially, when I paid the deposit to book the car, we agreed on paying $ ******, which includes the base price for the car including the following accessories: pro pack, recover, xzilon, all-weather mats, excluding taxes and other fees. They made me sign on a piece of paper for that on June 10, 2023. The car arrived and we went to receive the delivery for the car on June 23, 2023. The finance manager came up with higher loan rates and worked out on that lately. But this whole process took them almost 3 hours to complete. On the finance paper the base price of the car with other accessories had a total of $ ******. I checked with them and said that we agreed on $29.500 with all the accessories mentioned above. The finance manager told that this price came from their sales manager. The sales manager declined that we never agreed on that and he does not have that piece of paper which mentioned $****** including xzilon, propack, wheel locks and all weather mats and base car price. He even argued with me saying that take your deposit back and cancel the car. So with whatever accessories they mentioned initially, they came up with $ 29, 643 somehow on another piece of paper and said there is an extra $ ******************************** sign the finance document with a $30,638 sales price in a rush that we have other customers waiting and showroom is about to close. When I got back home and checked the records, they added a $ ******************************************************************************** the name of registration fee. I feel like cheated by the sales manager, salesperson and especially the finance manager. I am a first-time buyer and this was the worst experience. I chose this dealership because of their reputation but I was tricked and the managers never take accountability and act as if I am dumb. The sales price of the car should be $ ******. Period.

  

  Business response

  08/02/2023

  First and foremost, I want to express my sincere regret for any inconvenience you may have encountered while seeking assistance at our dealership. Providing exceptional customer service is our top priority, and we acknowledge that we failed to deliver on this occasion. Rest assured, your feedback is invaluable to us as we constantly strive to improve our services and provide the best possible experience for all our customers.
  
  To address your concerns, I would like to assure you that our team is already taking the necessary steps to prevent similar situations from happening in the future. We are conducting additional training sessions to reinforce our commitment to customer satisfaction, and we will be closely monitoring the quality of service provided to ensure that this does not recur.
  
  Regarding your warranty, we understand that you may want to cancel it due to the unsatisfactory experience you had. To initiate the warranty cancellation process, kindly visit our website at www.banyansmart.com/cancel. The webpage provides a step-by-******************* to help you through the process.
  
  Once again, I extend my sincere apologies for the inconvenience you faced, and I want to assure you that we are committed to making every effort to regain your trust. We genuinely value your business and hope to have the opportunity to serve you better in the future.

  Thank you,

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

  HR Director

*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. ↩