ComplaintsforAscension Honda

• Initial Complaint

  09/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When turning my lease into a purchase, I was told by the sales a manger and finance department I was required to pay $750 to "certify" my vehicle. I was told I would not be able to purchase the vehicle unless I paid this fee. It was not in my original lease contract. Dealership charged me $889 added it to my buyers order but it was not listed as an itemized fee. It was a phantom charge. They would not give me any paperwork/receipt that it was "certified". This is in in violation of the Deceptive and Unfair Trade Practices Act. I would like to be refunded

  Business response

  09/09/2023

  We serviced and detailed the vehicle prior to delivering to the customer. Including review of any Honda service recalls.  We made them aware of this.  Had they wanted the vehicle Certified there would have been additional charges.  I spoke to my finance manager and she stated she never mentioned certification.  ***** ****  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I brought my 2021 Honda Accord in for an oil change in December 2022. I was begged to trade it in for a sport model 2022. I purchased the car right before Christmas. February 2023 I notice a sound as if something is rattling. I’m an educator and I’m only off on weekends. March 2023 I finally make time to bring my car in to check out the noise and it’s a Saturday. They told me bring it in early enough because they close at 3 on Saturdays. I brought my car in about 8:00. I hadn’t received a call and it’s going on 2:00pm. So I called and check on my car - the man inform me he hadn’t checked it out was about to. 2:20pm I get a call back “Ms Lacey it’s nothing mechanical (laughing) it’s actually your daughter’s car seat.” I knew it was a lie and it was a Saturday and they just wanted to get out of there. I pick my car up - it’s the same noise but you can tell they done something; it’s not as loud as it was. Few days later back to the same loud rattling noise. Here I am 3mnths later it’s summer time now and I bring my car in since I’m off. 4hrs waiting and I’m told it’s the strut (as I been knew). The part has to be ordered and they’ll call me when it comes in. Almost 2 week later (today 6/30/2023) I called since nobody called me “again”. And I’m told no part was ordered and how sorry they are. I’m disgusted and to the point I don’t even want the car anymore. They ran behind me to get the car and finance it through Honda and all but now since I’m not purchasing with them it’s like I’m bothering them. I couldn’t even get my oil changed in peace without being bothered about purchasing a 2022. I’m baffled because this should’ve been solved in MARCH. I’m just disgusted - forget my time and what I have to do huh? Just keep putting me on the back burner. Seems like you’re only valued and serviced accordingly ONLY when you’re purchasing. After they get your business they no longer care about you or the car. Just hope it break so you can purchase another one with them.

  Business response

  07/05/2023

   I have contacted customer and the customer will be returning to get vehicle taken care of this week.

   

  Thanks

   

  Customer response

  07/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20260941, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 14, 2022 I purchased a 2014 GMC Serria. On March 16th I brought it back because the fan would run even when the truck was turned off and the A/C did not work and the radio screen would do random things like change settings for the vehicle. The fan and A/C issue was fixed on March 17th and I wasn't to worried about the radio and had it replaced myself. On March 31 on my way to Houston, TX for work the check engine light began to flash, half way on the trip 6:30 am on the 31st, so I waited until the Dealership open and spoke to someone in the service department and was instructed to not drive the vehicle and have it towed to them, witch I did. I did not here from them about what was going on the following day so Monday I went to the dealership and was told that if I wanted it fixed I would be responsible for the repairs that I have already went outside the 1000 miles, 30 days for the 50/50 power train that they offered. I tried to explain to the service department that I use this truck on a daily and the the parts that they are saying needs to be replaced was already there, and I was told it's no way to tell if and when these parts went bad but this is what needs to be replaced the : CrankshaftFuel Injectors High pressure fuel pump 4x lifters and gaskets needed to be replaced. On April 1st I spoke to ***** the Service Manager and was assured that every thing would be taken care of and as soon as he knows what's wrong with the vehicle I would know. On April 4th I spoke to ***** ( after calling repeatedly ) he stated my total would be $2500.00 and it would be done in 1 - 2 days. On April 8th and I have constantly call and I still don't have a time frame, date as to when the vehicle will be ready. I stayed on hold for over an hour requesting to speak to the Service Manager and was transferred back to ***** after numerous attempts to get information ( Which all calls are recorded on my phone ) about what's going on with this vehicle ( Service Superviso

  Business response

  06/28/2022

  Business Response /* (1000, 8, 2022/06/24) */ This letter appears to be old. This issue has been resolved. We completed the repairs to Mr. ****'s truck and delivered it to him over a month ago. All at our cost. Because of the parts and repair delays, during the time we had his truck in our shop for repair, we provided Mr. **** with another truck to use as transportation at no charge. Consumer Response /* (3000, 10, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received the vehicle on June 2nd, and the vehicle was towed on June 9th to Legacy GMC in Slidell, La. So no it was not a month ago you just choose to reply a month later. Number 1 lifter failed and the valve spring was broken. According to Legacy GMC there were bolts missing, parts and connectors not tightened. And I was told to get the vehicle back up and running it would be about 5500.00. And yes I was given a loaner truck 3 weeks after Ascension Honda had the vehicle and according to Travis and *** my vehicle was going to be sent to GMC to get the repairs done because *** ( Owner ) stated " I don't have mechanics I have technicians " and not to worry that everything would be fixed. I have all conversations that told place with Ascension Honda and myself and will be taking legal actions

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I test drove a 2022 Honda Pilot on 10-11-21 and did not experience any issues. We purchased the vehicle that same day and within a week of driving it began noticing it would pull and jerk while down shifting. The vehicle also sputtered while I was stopped at a red light. We contacted the dealership and brought it in. We were told they did not find anything wrong it. I was encouraged to keep driving it to give the computer time to learn how I drive. I drove it over 600 miles as instructed but the vehicle continued with the issues. It also alerts me to brake frequently when nothing is there and alerts me that something is behind me when there isn't. The vehicle sputtered a second time as well. I contacted the company and brought it back in. The vehicle was performing so horribly that I was getting motion sick in it. I test drove another Honda Pilot to compare my vehicle to and the vehicle I test drove did not drive the same as mine. It did not experience the issues while driving the other vehicle. I encouraged the dealership to keep my vehicle for the weekend so they could drive it and experience the issues. I was told there were no issues with the vehicle. After bringing the vehicle back home , for three days I did not experience any issues and thought it was resolved but it resumed again. The dealership still insists nothing is wrong with the vehicle but the vehicle I drove to compare it did not do it and for three days mine didn't do it. If it's normal functioning it does not make sense that it was stop for three days. I have had a miserable experience with the vehicle. I would never have never purchased a vehicle if it test drove the way this vehicle is driving. I want a refund and refuse to take a loss because of this.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2022/01/27) */ Thanks for passing this along to us. We have attempted to resolve the customer concern the ********'s have with their '22 Honda Pilot. We cannot duplicate any issue with the vehicle that is not a normal characteristic of the Honda Pilot model they purchased. It is my understanding that they also took the vehicle to another local Honda dealer who also said there was no issue with the vehicle. We gave the ********'s a price we would buy the vehicle back for. However, we could not reach an agreement they felt comfortable with. Consumer Response /* (3000, 7, 2022/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that they say they can not find anything wrong with the vehicle but I asked the case manager at Honda if this was normal functioning and she said no. Also, for three days the vehicle didn't do what it periodically does so that does not make sense to me. If this is normal functioning I find that unacceptable. No, the offer that was given is not acceptable as we would be taking a big loss.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/30/21 I went to Ascension to purchase a vehicle. I get the vehicle I want we go to do the paperwork, during the process the dealer representative tells me that the lender requires this $3,500 service contract, and I could not go forward without buying it. I, financing for the first time did not know and took his word assuming he was ethical. Later on, while speaking with the finance company, I inquired about the service contract and she told me that she could not answer any questions because that is not something they have on file. I asked the company rep why it was required by you? And she then told me that it is not something they require and would have loaned me money without it.

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/15) */ I reviewed Mr. ******'s comments with the finance manager who did the paperwork on this sale. He stated he did not say it was required, however he did personally recommend the warranty because the vehicle being purchased had 148k miles and Mr. ****** would have added mechanical breakdown protection. Mr. ****** can cancel the service contract and the proceeds will be refunded to the lender to pay down the balance of his loan on the vehicle. We will contact Mr. ****** and see if that is what he would like us to do. Business Response /* (1000, 8, 2021/09/16) */ Today, on 9/16, we attempted to contact Mr. ****** by phone in an effort to assist him with the cancelation of the vehicle's extended service contract. He hung up on us three times. Because he signed a contract requesting the policy, we need him to sign a cancelation to cancel the policy should he wish to do so. Please have him contact ******* ********* at Ascension Honda, and we will gladly process the cancelation and refund. ******* can be reached at *************

• Initial Complaint

  09/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealer financing manager preselected my warranty options on my contract and l specifically asked her do l have to have them and she said yes, which wasn't true after l called back in the same week to let them know that was misleading and to cancel immediately they avoided me until finally l spoke with her and her manager above using unprofessional tactics, yet in the end of the conversation stated all warranty will be canceled and a refund check will be sent back to my lender, and they want respond to either my efforts or the lender, and in addition to lying about the mileage on the vehicle and etc... Saying all this to say it is very bad business to mislead and promise to refund and it's been months and nothing. This is the problem with an out of state purchase especially when it's a very shady dealership. That has zero regard to nobody's interest but it's own.

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/07) */ Contact Name and Title: ****** ******** Contact Phone: XXXXXXXXXX Contact Email: ***************@ascensionhonda.com We have processed the 100% refund request in the amount of $3,000 for the extended service contract as requested by the customer. The vehicle is no longer covered under the plan. The check for the cancelation has been mailed to Capital One Auto Finance. The amount will be shown as credited once they process it.

• Initial Complaint

  07/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a used 2011 Mini Cooper on 7-6-21. We test drove with the salesperson **** ********* around the block. After pulling into the dealership the car went dead. They determined that it just ran out of gas. We continued inside and started the process of purchasing the car. At that point we felt ok about buying it from a dealership. After finishing the paperwork we were told they were going to get car ready for us. After a while the salesman came and said service said it needed an oil plug which they were going to get and put on. We went to lunch and when we came back the repair had still not been made and they said they couldn't find one. After some back and forth about this we had to leave the car with them with the understanding they would repair and deliver to our home as we were going out of town. We came back on 7-9 and I got in car to go to bank. Car did not make it but a few blocks before going dead. Called salesperson and had to leave message. Continued in documents

  Business response

  07/16/2021

  Consumer Response /* (450, 6, 2021/07/15) */ Today, 7-15-2021 I received a phone call from ****** ****** of Ascension Honda. He said he was just checking how the car was doing. I said horrible, it still won't run. He was surprised since I had not called them. I told him that I saw no reason to that last we talked there didn't seem to be any resolution that they were willing to do. He said we needed to bring it back in. I told him no that they had their chance and kept just saying it was out of gas. I didn't trust them to truly fix. I told him there were only two things that would solve this. 1. take the car back and return our money and 2. Send the car to a mechanic that could fix it and pay to have it fixed. He then said he was going to talk to the GSM and would call me back. Within just a few minutes he called and told me they would take car back and refund my money. He said he would send a tow truck to pick it up and I could come in and he would have a check ready. Within just a very short time the tow company called and I met them at our house. The car was towed to Ascension Honda and both ****** and the salesman **** met with us. They apologized for everything that had happened and all the trouble we had gone through. We really appreciate this company coming through and doing the right thing. It has returned our faith that there are Good Honest people in the world.

*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. ↩