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:04/21/2025

  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.

  On 3/1/2025 I took my 2016 Pilot in for a ROUTINE OIL CHANGE as per warining light. This 10 year vehicle has had NO maintenance done to it by any other mechanics than HONDA mechanics. I've always done the preventive maintenance recommend by their AWARD WINNING service technician, except this time, he was on vacation. ******* met me and took my Pilot to do the maintenance. As they do all the time, ******* came to me after the vehicle was taken back and they did their perliminary evaluation. ******* came out and told me that I needed a valve adjustment done that was overdue. Now why is it overdue when Holmes as done all oil changes, 3 in the past 18 months, and all recalls on the vehicle and I have never heard of an overdue valve adjustment from my AWARD WINNING SERVICE TECHNICIAN. ******* recommended it to keep my Pilot with 165,000 mile running for another 100,000 miles. So I told her to to the adjustment because I wanted to keep it running. Well I left Holmes and went immediately on vacation and put 2,000 miles on the Pilot, but I picked up a tap in the engine. I took the Pilot immediately to Holmes and I was told I needed a new engine. and it was dangerous to do any highway for long taveling, due to the chance of MAJOR engine failure. An engine on a Pilot that was brought to them for a routine oil change 2 weeks earlier and they recommended and performed maintenance that they now can't explain why and prove to me they didn't do something unnecessary and damaged my engine. A routine oil changes has now cost me the need for a new vehicle, the second time this has happened in the past 2 years. A normal oil change on a 2012 CIVIC in 2023 had to be towed from HOLMES HONDA lot, it would not start for me to drive it.

  Business Response

  Date: 05/14/2025

  Mr. ******** brought is 2016 vehicle with 165,000 miles in on 3/1/2025 for routine maintenance. The maintenance minder computer in his vehicle displayed the codes A/B1367 services due on the dash. He was explained what each maintenance code referred to and agreed to perform those services. Prior to performing the approved maintenances, the Technician performed a multi-point inspection on the vehicle.  The multi-point is a visual inspection of the tires, brakes, interior and exterior, under the hood, and under the vehicle. During this inspection the technician discovered that the A/C cabin Filter and Engine air filter were very dirty and needed to be replaced. The Technician also reviewed the service history and found that the customer had not performed a valve adjustment at the factory recommended mileage of 100,000. This was also recommended based on his vehicle having 165,000 miles on it. Mr. ******** agreed to adding these additional services. Mr. ******** returned 2,000 miles later with a complaint of a clattering noise. Upon inspection the technician duplicated a lower end knocking noise. Using a stethoscope, he was able to pinpoint the noise coming directly from the bottom end rod bearing. The rod bearing sits in the lower end of the motor and had nothing to do with the valve adjustment that which is at the top of the motor. To be clear a valve adjustment is a maintenance item that brings the clearance back in factory spec and is in no way related to a rod bearing. 

• Initial Complaint

  Date:03/25/2025

  Type:Product 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.

  Holmes Honda Shreveport’s Service Dept. provided inadequate service, misdiagnosed my vehicle’s issue, and charged me for unnecessary repairs.Jan 22, 2025, I took my car in because my passenger-side front window wouldn’t roll up. This wasn’t my first issue with their service. In Jan 2023, I had an oil leak they failed to disclose in prior inspections. I also reported a slow-moving passenger window. When I picked up my car, the window was completely down and wouldn’t go back up. The invoice stated I needed a new regulator, costing over $600. However, after purchasing a new regulator and switch, Auto Glass Now and Friendly Car Care confirmed both were functional,replaced the switch anyways.Jan 22, 2025, I rolled the window down and wouldn't go up. Since other mechanics couldn’t diagnose the root issue, I returned to Holmes Honda. When I checked on my car day 1 ****** the advisor suggested I take my car home and bring back, but I declined due to freezing weather and theft risks. The next day, they claimed the regulator, switch, and wiring harness were faulty.When I questioned their diagnosis, ****** admitted they were recommending all three parts because they’re part of the mechanism—not based on actual testing. Later, they said they found a fried wire and replaced the wiring harness. I paid immediately, yet no loaner was offered, and I was without my car for two days. Jan 25, I checked on my car and found that despite replacing the harness, my window still wouldn’t roll up. They then suggested cutting a wire in the regulator(a functional part) for an extra $169. After paying $555.80, I left the dealership with my window still down, covered in crash tape. Mechanic later was able to get the window up, and double checking the suggested parts was functional, proving Holmes Honda’s misdiagnosis. I request a full refund for labor due to their negligence.

  Business Response

  Date: 03/25/2025

  Miss ****** originally came into the service center more than 2 years ago on 01/27/2023 with a complaint of her passenger window not rolling up. After diagnosing the problem, we recommended that it needed a passenger window regulator, and she declined the repair. She returned 2 years later during the afternoon on 01/22/25 with no appointment. The vehicle was once again assigned to a technician to diagnose. During the diagnosis process the Technician discovered there were aftermarket parts installed and wires that had been spliced by someone. This added complexity to the diagnoses and prevented the Technician from completing the diagnosis before closing. Miss ****** decided to pick the car up and return it the next morning. The car returned the following day, and the Technician discovered an aftermarket wire was spliced into the passenger door harness and the wire was left hanging and not connected to anything which created an open circuit. Each time someone attempted to use the window switch it would cause a fuse to blow. In addition, the Technician also found all of the fuses covered up with tin foil. The window regulator that was recommended more than two years ago was still the problem but now had other contributing problems. We recommended the window regulator again, a passenger door harness (due to frayed wires and an open circuit due to splicing), a new switch which was internally damaged due to blowing fuses repetitively, We explained that these parts were all needed, and there was a possibility it could need a new window track due to forcing the window up, but we would not know that until after the new regulator was installed. She declined all of the repairs except the passenger door harness. She told our advisor that her mechanic was adamant the window regulator was good. All of our recommendations were sent to her at 11:59 a.m. on 01/23/25. She returned at 4:00 p.m. on 01/23/25 requesting a quote to only replace the passenger harness. We strongly recommended against this path since it would not fix the problem, but she insisted. We completed the installation of the new harness and as we explained vehemently it did not fix the problem and allow the window to function. She returned to pick up her car and requested to speak to the service manager. She made the accusation that we were guessing and throwing parts at it. The service manager tried to explain but was cut off and not allowed to talk. She agreed to pay for the door harness that she insisted we replace but then proceeded to harass the service advisor that was assisting her by saying in a loud voice that we run a racist business and because she's a woman we were dismissing her. While waiting on her vehicle to be pulled around she continued to call the employees sitting within eyesight racist and against women. Each employee the customer engaged with here performed their duties correctly, ethically, and professionally. It's unfortunate that Miss ****** did not return the courtesy.

• Initial Complaint

  Date:01/27/2025

  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.

  Last year we paid to have our 2019 Honda Accorda checked out because the light was not working properly. The diagnostic price was $100 which we paid. Today 1/25/2025 we speak with ******* in service to have the ***e estimate pulled up and put into my name ******** ******** instead of my fiancé ******* ****** name. She said that we would have to pay another $100 to get the car checked again and get the ***e estimate. That is like highway robbery when all I asked was to change the name on the estimate so I can get the car fixed. She basically said no it can’t be done unless we pay another $100. I need someone to fix this. This Honda has been the worst place I have ever went to and I have told so many people about the service that we have had with this ***e location. The only person that has been helpful is *** one of the service associates. I would appreciate some calling me back and taking care of this issue.

  Business Response

  Date: 02/10/2025

   

  We were asked to re-open a service repair order from last year and change the name on that repair order to a different name. Closed repair orders cannot be re-opened after they are closed for legal reasons. Closed repair orders may be viewed, or printed, but never reopened and altered. If the request is to open a new repair order in a different individual's name using the current date and state the same findings as what was found last year, we refuse do that. With the time that has elapsed, and more miles put on the car, we cannot confidently put in writing that what was the problem last year doesn't now have other contributing problems. If we were do what is being requested and that repair was performed but did not fix the issue due to new additional problems, we could be accused of misdiagnosing it originally. Due to the time that has expired we would recommend a new diagnosis be performed.

• Initial Complaint

  Date:11/02/2023

  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 the 11th of 0ctober roughly, I took my car to Holmes Honda because my car was making noise. I had them diagnose it and they said that it was the timing chain. I paid $1600 to get it repaired. It took two weeks to get it back. I got into the car where it was sputtering and acting very strange. It was late so I went home because they had closed. I immediately left a text message with my representative there at the dealership what was going on. The next day they had me bring it in. They had during the further diagnoses they discovered error codes that the 1st and 4th piston were misfiring. They took it apart again and said that the valves needed adjustment. They said that they needed another $400 to repair that. The car was running fine before just the noise and now these new issues appeared after they worked on it. I think they should pay for the cost of repair.

  Business Response

  Date: 11/22/2023

  After replacing the timing chain on Mr. ******** vehicle, he informed us the vehicle was running rough and misfiring. Our service director contacted Mr. ******* and arranged a tow of the vehicle so we could perform a diagnostic. We discovered that one of the cylinders had no compression. This was most likely caused by the timing chain not being set in proper time. We assumed full responsibility for the problem and replaced the customers engine with one that had 73,000 less miles than the one we removed. The repair is covered by a 12 month 12-thousand-mile warranty. Mr. ******* incurred no cost for the engine replacement.

  Customer Answer

  Date: 11/27/2023

  
  
  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.
  
  

  They fixed the problem at no cost.

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

• Initial Complaint

  Date:07/27/2023

  Type:Product 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.

  On 7/2623 I went to Holmes Honda and rquested a full inspection of my 2001 Honda Civic. The charged was a total of 523.44 for what was supposed to be a total inspection of the vehicle. As I was leaving the facility in the parking lot I noticed a noise as I made turns a noise that was not there I went back in an told them. Some man told me that if I wanted the car looked again that he would have to write another ticket and charge me again But, I said you just did a full inspection he said mayble it was the struts and I said I have not taken the car out of the lot and it wasn't making any noise when I first brough it. He said I would have to pay again if I wanted the my car looked at again. I see this as double billing failure to review work and complaint they had just done, I went back in and less than 5 minutes and they wanted to charge me again. I had just paid over 500 dollars to have my car inspected. At this time I will now have to see what damage they may have causedt and should be totally reimursed since obviously they failed to diagnose what may have been wrong or just caused damage. No where in the inspection was there any mention of struts or any other defects that would have caused the car to make any noises when turns are made and the car was not brought in making any noise when the steering wheel turns.

  Business Response

  Date: 07/27/2023

   

  The customer arrived at 10:30 a.m. with the below vehicle complaints. The service advisor explained the diagnostic process and what the charge would be for all three concerns. The customer agreed to perform the diagnostics and agreed to the charge. The advisor explained it would be a lengthy process, possibly taking the majority of the day. After two hours of waiting, she rudely approached the service advisor asking why other people were leaving and she was still here. The advisor explained that the people leaving were here for oil changes not diagnostic work. The advisor reminded her that she was told it would be a long wait when the order was written up. This scenario repeated a few times. Once the Technician finished the diagnostic the service advisor reviewed the repair suggestions to correct the customers 3 vehicle complaints. The service advisor reviewed the findings and was rudely interrupted by a person that was with the customer. This person told the advisor to not look at her when she was talking. Again, very rude and disrespectful to the advisor. The advisor completed the recommendations to repair the customers concerns and all were denied. We returned her car and as she was leaving, she accused us of removing a so-called panel below the steering column. The technician came up to look at it and discovered everything was normal. No panel was missing. A while later the customer returned stating that she was hearing a noise when she turned the vehicle and that our inspections created the noise. I might add that the car is 22 years old, and the entire car makes noises. We explained to her that we only diagnosed the problems she complained about and didn't perform any repairs to her vehicle. She was told that if she wanted us to put the car back with a technician to address this new concern, she would need to agree to a drivability diag fee. She refused and left. 

  We performed the diagnostics she requested at the agreed upon charge for these services, and she signed for them. She is accusing us of creating a new problem when we did not perform any repairs to her vehicle, or even approach the area of the car she states she has a noise in. 

  We will not be refunding the diagnostic fees she agreed to, and we will decline performing any future work on her cars. 

  Attached is the repair order detailing the repairs recommended that were declined. 

  1. Customer states the vehicle has to be jumped off.

  2. Customer states the hood does not shut all the way.

  3. Customer states A/C blows hot.

   

  Business Response

  Date: 08/02/2023

  The advertised complimentary inspection she mentions is a 27-point visual inspection we perform during oil and filter changes and other minor maintenance jobs we perform. This is simply visual inspection to check fluids, brake pad wear, and look for any obvious leaks. The customer requested a diagnostic be performed to determine her air conditioner problem, hood not latching problem, and a charging system problem. Each carry a diagnostic fee to cover the technician time. The diagnostic fee was communicated to the customer, and she agreed to the fee and signed for the fee. The technician completed the diagnostic process and the required repairs and prices associated with the repairs were communicated to the customer. The customer declined all recommended repairs. She was given a receipt that documents everything (attached). Her vehicle was returned, and she left. 

  Customer Answer

  Date: 08/04/2023

  The company does not deny that a request for the special for the oil change and complimentary Multi-point inspection was made and denied by the agent at the company, which I was denied. The company deliberately lied and went out of their way to 

  The information gained from the multi-point inspection was the same information used to diagnosed the car. This is Duplication of services as noted in my invoice (SEE ATTACHED) and billing twice for one service. The only service performed and documented is the Multi-point inspection. A multi-point inspection covered the "HVAC Tune-Up & Battery Condition". The Multi-point inspection checks  the battery for its performance. Every concern pointed out by the customer was covered and diagnosed by the one service: The Multi-point inspection - which is free with the promotion denied by the Holmes Honda, in order to scam a customer and double bill for duplicate services. As noted on the invoice (SEE ATTACHED) and the promotion of the oil change, the labor & time for the The Multi-point inspection is free.