ComplaintsforHolmes Honda of Bossier City

• Initial Complaint

  05/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased my 2022 Honda Accord Sport 2.0 at this place. When purchasing my vehicle I was told I had to pay upfront for the Auto Butler Program which is the paint protection reapplication and that I’d have to come in twice a year and have this done. Getting to the point, I believe the whole thing is a scam and not only that it’s a breach of contract. First time making an appointment to have this done I was repeatedly told this is an 5 hour job due to the many different steps and processing times of each. Well I took off work to have this done after being told it would be a lengthy time period (not to mention it was an 2 hour drive there and a 2 hour drive back) only to get there and supposedly it only took an hour to complete. Yea right, right? Looking at my car, I hardly noticed a difference. I don’t believe the job was done. Second time, again I take off work Sat. 4-29 and drove 2 hours but this time NOTHING was done. I was met with the excuse the machine wasn’t working then it went to he couldn’t get anyone to come in as they are with their families. He literally didn’t try to compensate me in the least. It was just like “oh well, there’s nothing we can do.” So I left and called Mon morning and spoke with a Mr ****** and discussed the incident with him and we agreed upon and setup for me to come in again and have it done and he’d see to it being done as well as accommodate me for their major inconvenience with an executive wash and detail. Well that didn’t happened. So here I am for the third time (May 13th) driving 2 hours and taking off work to have nothing done again. I sat there from 8A-1P and my car was not touched. ****** come to me and said he didn’t know where the guy was. That he’d get me a loaner and I could bring it back. At this point, I was furious. I did not want their loaner. Nor did I want to take off another and day and come back. So I decided to get my car and go home because at this point I don’t trust their business. This is awful business.

  Business response

  05/16/2023

   

  My sincere apology that we did not execute the Auto Butler paint protection re-application in a seamless manner. This should never happen this way and I'm committed to investigating your visits to determine why and fix the problem! Here's my solution: Option #1 refund your money as requested. Option #2 Come to you, pick up your vehicle, leave you with a loaner for the day, Re-apply the paint protection, and include our executive detail (complete vehicle detail) at no cost. In addition, we will fill up your gas tank prior to returning your vehicle. I'm confident we will provide the re-application process moving forward expeditiously and correctly. The two a year re-application will protect your paint and save you the time and effort of waxing your vehicle. in addition, by performing the re-application you receive the 5-year paint warranty against fading or oxidation.  We have hundreds of customers that have purchased this product and all like the end product. If you will allow me to correct this now and moving forward, I'm confident you will be pleased. Again, I'm so sorry that we failed you.

  Sincerely,

  **** *******

  Customer response

  05/16/2023

  I am requesting a refund for the amount I paid to have that service. I didn’t initially see the box where I had to put the amount in. The cost for that service was $695.00

• Initial Complaint

  10/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  8/22/22 Took car to have wiper blades and headlight bulb replaced. A couple days later the bulb was not working. 8/30/22 I returned car for them to check the bulb. They took information and did a walk around taking pictures of my car. I left car with all windows and sunroof closed. I ask they call me and not text. I tried calling all afternoon with no return calls. I did receive text from portal stating I need engine bay harness $2,370.47. I returned at 4:30 to see why nobody had called. We had a powerful thunderstorm that day and Travis service advisor said they could not work on my car due to electricity being out. I told him I've had no errors on my car to indicate this issue. He said they could not do anything for me on car until the next week. He brought up car and I left to drive a few miles when I realized my passenger side of car was completely saturated with water. All passenger interior dashboard, door pocket, heated seat, door and carpets were so wet that when I pressed my hand on the carpet, water pooled around my fingers! I immediately called and spoke with ***** **** GM who said he didn't know what happened. I was upset to the point of crying over my car and nobody told me of this! He told me to return, see ****** and he who would get me a loaner car and have my car detailed. I never heard back from anyone to all messages I left. I returned on 9/1/22 and ask how they retracted the water. ****** service Mgr said they used shop vac! I ask GM to write a letter on finding all the water in my car. His letter took no responsibility of the condition I found upon return of my car. He had ***** go with me to inspect my car. I have pictures showing water before & after. At inspection I put my hand in crack of seat and pulled my hand out wet. I pulled up floors mats and saw water beads running down back of mats. I said it's still wet! ***** said it's damp. I had to buy dehumidifier & it smells. Their bulb was bad! I replaced it & bulb works! I am completely upset!

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/11/10) */ We have communicated with *** concerning this. She is returning with the vehicle and we are in the process of correcting the problem.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 11, 2022, I purchased a brand new Honda CR-V from Holmes Honda's Shreveport location. This purchase was financed through American Honda Finance. On June 9th, 2022, I traded that same CR-V in to Holmes Honda's Bossier City for a used 2019 Honda Pilot. My salesman for the trade in was Nathan ******* Nathan informed me that financing would be through Barksdale Federal Credit Union & that my paperwork would NOT be ready to sign until the following Monday, June 13th, 2022. I was then informed on that date that the paperwork was still not processed and that I would be notified when I would need to return to sign my paperwork for the 2019 Honda Pilot. I spent the next few weeks going back & forth with text messages & phone calls to my salesman, Nathan ******* He informed me over & over that paperwork was still not ready due to some delay with Barksdale Federal. I inquired how this delay would affect my trade in (since, at this point, I still had not signed any official paperwork), & was told that Nathan had contacted American Honda Finance informing them of the delay so that I would NOT BE HELD LIABLE for the payments still owed on the CR-V since it had been traded in on June 9th, 2022. I called American Honda Finance myself and had NO luck with ensuring my (lack of) payments wouldn't be counted against me/my credit. I continued to call/text Nathan & the finance team at Holmes Honda, Bossier. Each time contact was made, I was always told everything would be taken care of & that they'd inform me when papers were ready to sign & that I did not have to make any payments on the loan for the CR-V to American Honda Finance. It wasn't until Friday, August 5th that I went back to Honda to sign my paperwork for the trade in. By this point, I had been counted as delinquent for the CR-V payments even though it was traded in to H.H. Bossier on JUNE 9th, 2022. My credit score is SHOT due to all of this and I have yet to receive any help/resolve for this incident.

  Business response

  10/26/2022

  Business Response /* (1000, 8, 2022/10/11) */ In June 2022 Holmes Honda Bossier City sold to another company. In this process, software was changed and caused some delays in actually contracting customers. That explains why paperwork kept being delayed..because we were also being delayed by software. According to Nathan, the finance manager did contact Honda to inform them of the CRV being traded. Even if we inform Honda of this, its still not our decision if Honda decides to show a late payment...and if it was late, it wouldn't show late until at minimum 30 days. I received this BBB letter on 10/10/22. I have called the credit supervisor with American Honda in an effort to see if he can help us have the late payments removed in this time frame. It will be Honda's decision if they remove it.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car (2006 Honda Civic) was towed to Holmes Honda on August 6, 2022. My appointment was scheduled on August 8, 2022, at @8:30 am. ***** ****** contacted me on August 8, 2022, and asked what was going on with my car before it was not starting up. I told Mrs. ****** it was running hot. On August 9, 2022, I received an email from Mrs. Holmes on August 9, 2022, stating that they had not found a diagnosis yet. On August 10, Mrs. ****** told me they felt the issue was the water pump; however, the technician was still looking. Finally, on August 11, Mrs. ****** called me with 2960.00 dollars worth of repairs. The total came to 3394.16. I never received a document listing needed repairs, just word of mouth. When I picked up my car, it ran very hard and made a loud noise. After asserting my concerns, they agreed to look at my car and came with another 2000 worth of damage. I am requesting a partial refund because my vehicle was not correctly diagnosed, and additional work is required. I asked if they could do the job without charging labor, but they refused. I also asked to speak with the dealership manager or customer relations representative and was denied by Mr. ******** Mr. ******* and Mrs. ******** This was a dishonest acquisition of a large sum of money with little effort.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/09/23) */ ***** ******'s car was towed into us with a complaint of would not start. Prior to this state we were informed the car was running hot. After receiving approval to perform the diagnostics to determine the cause of running hot and not starting we determined the cause to be a failed water pump and thermostat. Due to the vehicle having more than 300,000.00 miles on it we suggested that she change the internal timing belt since it had exceeded it's life expectancy and it's location to the water pump. The repairs were approved and the technician performed the service. The technician performed a quality check and vehicle was cranking and running at normal temperature. The vehicle was returned to the customer with complaints addressed and fixed. The customer returned with the complaint of a rough idle. This condition is due to motor mounts that are old and worn out due to age and miles driven. This is a secondary problem with the vehicle that is in no way associated with the repair we made. This was explained in detail to the customer. In spite of this in an effort to show some goodwill we offered to cover the labor if she purchased the parts (new motor mounts) if she chose to perform this service. The customer declined the offer. Consumer Response /* (3000, 7, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This information is NOT TRUE. ***** told me that I had to get the timing belt changed (I asked to only get the necessary work repaired). I was told it was all necessary. Also, I requested free labor if I purchased the parts on the other work and no one in that organization I contacted stated they would do the work if I purchased the parts labor free. I am sending the email attachment with Honda and I to **********@shreveport.bbb.org and you will not see no free labor offered or any goodwill gesture.

• Initial Complaint

  08/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a battery for my 2004 honda accord in 2004. l called to see is the battery was still under warranty and l was told yes but in would expire in september of this year. l said fine because the battery is dead and will not hold a charge. l advised them l would bring the battery in. l was told no, l would need to have the battery in the car so they could check the car on their equipment for a diagnostic check. l explained I didnt want a diagnostic check only the battery checked or replaced. They refused said their policy is to match the car with the battery. they suggested I have the car towed to them. l explained it would be expensive since I lived over 40 miles from their company plus I felt they were being unreasonable. I explained this has never happened before with other businesses. Today I purchased a new battery for $176.52. My receipt is attached.

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/08/23) */ ******* *********** purchased a battery from Holmes Honda on 9/4/2020. The replacement battery comes with a 100 month limited warranty. 0 - 36 months its 100% covered. Customer does fall into that category. In order for Holmes Honda to process a battery warranty claim through American Honda we must perform a test with the Honda approved ED-18 Battery tester. If the test results read bad battery or bad cell then we are able to process a warranty claim. Every test is submitted to American Honda. The best way to get a accurate test is to have the battery in the vehicle when performing the test. Yes we can test the battery without it being in the vehicle but 99% of the time the test results will read GR8 diagnostic. This means battery must be in the vehicle so that the GR8 diagnostic machine can run a proper test to check the battery and also the alternator. American Honda pays Holmes Honda for any warranty claims we submit. Holmes Honda will be happy to assist ******* *********** but we must follow the process American Honda requires to submit a warranty claim. Consumer Response /* (3000, 7, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I explained the car battery would not take a charge and it would be too expensive to have the car towed to check the battery. I offered to bring the battery in. Checking the battery for a dead cell should have nothing to do with the alternator. I bought a new battery and installed which proves it was the battery not the alternator. I can't believe they are willing to lose a customer over a bad battery. Business Response /* (4000, 9, 2022/09/07) */ As described in our response, if the goal is to have the battery covered under warranty by Honda Motor Co. we must test the battery with their equipment while the battery is in the car.

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