Complaints

This profile includes complaints for Penske Honda's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Penske Honda

  4140 E 96th Street Indianapolis, IN 46240

  
• 

  Penske Honda

  P O Box 40319 Indianapolis, IN 46240

  

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:05/19/2025

  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.

  We have bought Hondas since 1982 so to say we are loyal and trusting is accurate. We purchased a 2016 Honda Odyssey with 8 miles Labor Day weekend of 2016. We also purchased the extended warranty. We had been very pleased with it until recently. At just ****** we were surprised to experience a shuddering, knocking and the dash panel light up. We took it in immediately and Penske said it needed to be partially rebuilt at the time. That ********* do have that problem( oil leaking)but it just missed being recalled. At that time they said $4,000. 2 months later they said $7400. They also said it would be a rebuilt engine with 98,000!They said our warranty was either ******* or 8 years?

  Business Response

  Date: 05/21/2025

  This vehicle was brought into the dealership in March 2025 and was diagnosed as needing piston rings.  The customer was quoted $4200 for the repair.  We submitted to Honda for any goodwill assistance and was declined as this vehicle is outside of their warranty coverage by time.  This vehicle was maintained at independent shops for most of it's ownership. we can provide 15% off of the $4200 repair totalling $3,570 plus shop supplies and fees. 

   

  thank you

• Initial Complaint

  Date:02/27/2025

  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 located a used vehicle on their website on Feb 13, called and spoke with **** ******** to arrange a test drive for the next day. I advised him that I lived in ***************. When I arrived on the 14th ******** advised the veh was in service awaiting a part and couldn't be driven. ******** called me on Feb 22 to say the part arrived and repairs would be finished on Feb 24 but that his manager said I needed to come buy it today because otherwise it would be sold on the 24th. I advised him that I wasn't interested in buying a used veh without being able to test drive it first. I told him to call me if it hadn't sold on the 24th. ******** called on the 24th and advised that it was still available. He didn't work on Tuesday so I agreed to come down around 4 on Feb 26. When I arrived he advised the veh was still not finished from service and couldn't be driven. When I asked why he hadn't called me, he responded "I thought you were local". The sales mgr said if I would purchase the veh at full asking price they would deliver it to me when it was finished. I told him I still wasn't interested in buying a veh without first driving it. He said there was nothing else they would do. ******** also said he would reimburse me for 2 trips from *************** but didn't.

  Business Response

  Date: 03/05/2025

  To be transparent, the sales associate failed to communicate to our standards.  Employee has been coached and dealership will send a check for $327.60 to the customer's address.  thank you

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:

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

  Regards,

  ***** ****

• Initial Complaint

  Date:01/29/2025

  Type:Billing 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.

  On 1/16/2025 I traded my leased *** for an ***. Few days later we find out that during the trade process, Penske Honda had paid off the incorrect car; they paid off my wife's CRV instead of mine. On 1/23/2025, I was asked to resign paperwork since the previous paperwork contained the incorrect VIN. Paperwork was signed and our sales associate (Song Park) keeps telling us to "dont worry about it".To this day, the *** that I traded still does not show as paid off and the balance is still accruing, also late charges are starting to be applied to the account since a payment was due on 1/19/2025. Also, if monthly payment is not paid, negative credit reporting will take place. Also, my wife's CRV shows incorrectly as paid-off although we still have the car in our possession and should have an active lease for 9 more months.Penske Honda needs to correct their mistake by:1- Pay off my CRV lease which they have in their possession.2- Remove the payoff from my wife's CRV and reinstate that lease.

  Customer Answer

  Date: 01/30/2025

  Please **** this complaint as resolved. I spoke to management yesterday (1/29/2025) and they advised they would pay off my car. As of this morning (1/30/2025) I am showing the *** I traded was paid. Also, my wife's account should be reinstated shortly. These actions resolve my issue and complaint.

• Initial Complaint

  Date:11/05/2024

  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.

  We recently noticed significant rust inside our 2018 Honda Odyssey. The rust is located on both sides on the upper panel where the side load doors slide. The rust is not visible when the doors are shut. During a recent repair at Penske Honda, this issue was reported. According to the dealership, there was a bad seal on the doors. However, since the vehicle was out of the 5 year warranty, they advised they thought the rust problem would not be covered/fixed. They did replace the seals. This was then reported to main Honda through the dealership who advised due to it being beyond the warranty period, they would not cover it. This is an unacceptable response. This rust damage is not something commonly observed/reported. This rust is not even close to being normal for a 2018 vehicle. It is not the rust corrosion you encounter from years of use. It is a malfunction with the seal and/or paint coverage which led to this damage. Our vehicle has been garage kept since we purchased it as a new car. This car is cannot even be sold for an amount that is consistent with a 2018 Honda Odyssey. I request that Honda pay for a repair or replace the vehicle as it has sold a defective vehicle to a customer. Thank you.

  Business Response

  Date: 11/18/2024

  Thank you for reaching out.  This vehicle's corrosion warranty expired at an estimated date of 07/15/2022 or ****** miles.  This vehicle now has over ******* miles. We are sorry that your vehicle has rusted, but we are not responsible for any warranty extensions.  We submitted your information to American Honda and any additional warranty consideration was denied.  We suggest communicating directly with Honda if you wish for your voice to be heard.  Their customer service number is **************.  If they need any information from us to support your claim we will gladly provide.

   

  Thank you

  Customer Answer

  Date: 11/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I am not satisfied with this response as it does not address the issue with rust.   They are passing the buck.  The area where it has rust is not at all

  normal and was caused by a faulty seal and/or a defective area.   I am requesting that this complaint be escalated to Honda America through the BBB.   Penske mentioned mileage which has nothing to do with the rust.   I have consulted with two different experts in this field and they have advised it is a defect issue and it is rusting from the inside out.   I would request Honda sends someone or have me go somewhere to show this rust for further evaluation.   I cannot sell this car for it book value due to this damage.      
  
  Regards,
  
  **** ******

  
  

• Initial Complaint

  Date:12/18/2023

  Type:Product 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.

  On 9/8/23 I took my Honda Accord to Penske Honda because of several failed starts. The car would usually start on the second attempt. A new starter was installed at a cost of $800.20. I returned the car on 10/24/23 for other recommended services. When I picked up the car, the first attempt to start it failed. Of the next 69 attempts, 5 failed. On 10/30/23 I spoke with ***************************, the Honda Service Manager, about the problem and was scheduled to bring in the car on 11/1/23 for additional diagnostics.When I explained the reason for the appointment, the service writer seemed surprised when he looked back at the earlier appointment and found that the diagnostic on the battery and starter had not been entered in the computer system. I explained the continuing problem, indicating that on a failed start there were no lights on the dash and no noise. He asked if that was the case before the first appointment and I replied that it was. We both wondered if the problem might be an electrical short. When I picked up the car, the service writer said the 1st starter had failed. I asked how he could be sure, since the diagnostics were not in the computer, and he said he asked the tech. (For work done almost 8 weeks ago.) They were unable to duplicate the problem and had checked all connections, etc. However, I was very unhappy that the paperwork I reviewed later had a fabricated statement. (When this failure would occur all of the interior lights would turn on and there would be an audible click coming from the engine compartment. That symptom is indicative of a failing starter.) That is emphatically not what I said. It seems the statement was designed as a justification for replacement of the original starter.There has been absolutely no response to my complaints. One letter to the Service Manager, 2 email responses to inquiries from the **************** Rep, and a final letter to the Area VP for Penske Honda were all ignored. I feel a refund is due.

  Business Response

  Date: 12/21/2023

  We spoke with **************** and agreed to split the cost of the starter. 

   

  thank you  

  Customer Answer

  Date: 12/23/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:06/06/2023

  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.

  On March 14th of 2023 I took my 2012 Honda Pilot to Penske Honda ****************** for a tune up, and a diagnosis on a clicking noise in the front left of my car. They preformed the tune up and informed me that they thought the clicking noise was from a worn sway bar linkage. They also included $4,000 more in quotes for other repairs they felt my vehicle needed. I told them to please just fix the things I brought the car there for IE: the tune up and the clicking noise in the front end. I picked my car up the next day and paid. They then gave me a detailed description of what the mechanic found and fixed. The description is not what I was told over the phone by ******************************* when I approved the work. This was information that was not provided to me until after the work was complete and I paid. Within three weeks the clicking noise returned. I scheduled a new appointment with Honda in which I missed and had to reschedule. I rescheduled for June 6th. I dropped my car off the morning of June 6th and within an hour Honda called me and said they found the real reason for the clicking noise, and wanted over $600 for more repairs. They told me since they got it wrong the first time they would give me 15% off I asked that they apply the amount of $340 that they charged me for the sway bar, that they thought was the problem, to the axle repairs and I would pay the difference. They refused to do this, and said since the sway bar was worn it needed replaced anyway, whether it was the problem or not. They then brought up the mechanics description of the repair that I wasnt provided until after the car was repaired, and repairs were paid for, that stated they were unable to find the exact reason for the clicking but thought it may be the sway bar. I believe I was tricked into paying for a repair I didnt need because Penske did a poor job diagnosing the issue in the first place.

  Business Response

  Date: 06/12/2023

  Customer is scheduling the vehicle back in for repair and is being credit the $340 already paid.

   

  thank you

  Customer Answer

  Date: 06/12/2023

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  Date:08/25/2022

  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 4 new tires from here in July. Since then, I have had to return 3 times for low tire warnings. The first time, they said they could find nothing wrong and just refilled them. Three days later I had to go back for low tire, and they said there was a nail in one despite all tires being low. The third time they said the valve stems were corroded and they cleaned those. I wondered why they didn't fix that the last time. Today, the low tire warning came on again. I called to make an appointment, but the latest appointment time available was 2.5 weeks away. When I explained the concern I had of driving on the interstate with defective tires, they still did not show concern. My family and I are loyal customers, and we have not had major issues. However, their lack of quality service and my complaints falling on deaf ears have prompted this review. I would like 4 new tires or my money returned.

  Business Response

  Date: 09/02/2022

  The customer brought their vehicle in this week.  We cleaned the wheels and replaced valve stems.  hard reset on tmps system.  tires are in great shape.  Problem should be resolved.

   

  thanks

  Customer Answer

  Date: 09/02/2022

  Better Business Bureau:

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

  Regards,

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