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:06/16/2025

  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 5/30/25 we purchased a brand new vehicle only to find out that the a/c wasnt working. We return the vehicle to the service department where we have received the worst customer service ever. ****** was initially rude to me when I checked the truck in. **** the service manager showed zero empathy towards our issue and basically repeated with ****** said. I explained that it was a brand new vehicle and shouldnt be broken in the first place. We were not contacted on the date promised but my wife was contacted when I asked to be the point of contact and she was given the runaround. I then called and spoke to **** and that pointless conversation caused me to ask for the general manager. That lead to a conference call with a manager named **** who was not the general manager, but the service manager over **** I later discovered, who gave no solution and only repeated we are going to take care of you when I asked him how he could not tell me how he was going to do it. I asked to speak to the sales manager only because she is the only person who is attempted to help us through the whole poor experience. I asked for her to be the point of contact which I was fine with until two days after that. **** called me back and stated Im calling with an update then said were still looking at your truck. I asked whats the update and he repeated what **** said we are taking care of you again how?!? A few days later I received a call from **** telling me that a second part was now broken in the truck will take even longer, how long? **** doesnt know yet again or has any information. Have not received a call back since the short story is we bought a brand new truck and have not had it for 3 weeks. I called and asked who the general manager was and they said his name was ***** ****** I left two messages and one voicemail for him to call me back still nothing. Give me my truck a refund or a new truck I will be there Tuesday afternoon and will leave with something.

  Business Response

  Date: 06/23/2025

  Customer purchased a new Atlas from ********************** **********. Shortly after taking delivery the vehicle air conditioning stopped functioning. Customer was provided an Atlas loaner vehicle at no cost. Additional concessions were given the customer as a courtesy. The vehicle has been repaired and returned to the consumer. It is unfortunate that the vehicle had a manufacturer defect and we understand the frustration a consumer might have with the A/C failing during the heat of summer. Vice President ***** ****** has spoken in person with the owner.

• Initial Complaint

  Date:04/09/2025

  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.

  1. Date of Transaction:02/08/2025.2. Amount of Money Paid:$396.45.3. What the Business Committed to Provide:I came in with battery problems, which was my main concern, and I mentioned this explicitly. However, Honda performed a premium service instead, which did not address the battery issue.4. What the Nature of the Dispute Is:The dispute arises because Honda failed to address the battery issue I came in for. Despite performing the premium service, the battery problem on my vehicle was not resolved. The following day, my vehicle would not start again, which caused a huge inconvenience for me, as I was at work and unable to rely on my car. I then put the car on a tester, and it showed that the battery was dead. I had to purchase a new battery from ******* to resolve the issue, confirming that Honda did not fix the problem despite charging me for the service.5. Whether or Not the Business Has Tried to Resolve the Problem:Honda has not effectively resolved the problem. After I paid for the premium service, the battery issue on my vehicle remained unresolved. I was also told by the service manager, ****** ******, that I was lying and that I did not mention the battery issue. This was actually the second time I had come in for a battery issue, so his statement was not accurate. Furthermore, Honda has denied that I mentioned the battery issue when I brought the car in, which contradicts my experience. They have also threatened to cancel my tire warranty, which is unrelated to the original service or issue. Additionally, Honda threatened to refuse future service to me, even though I have been a customer since 2018 and have never disputed or had any issues before.

  Business Response

  Date: 04/12/2025

  Our dealership tested the customers battery using ****************'s battery tester. This is a sophisticated test, and the results showed that the battery was operating normally. Customer has put a stop payment on her credit card. We asked the customer to come to the dealership so we can show her the test results. She declined.

  Dealership will contest the chargeback on the battery...and will take the customer to small claims court if necessary. There was nothing wrong with the customers battery. We stand by our diagnosis and have proof that the battery was not defective.

   

  ***** *****

  Service director

  Business Response

  Date: 04/12/2025

  Customer had routine maintenance repairs performed on her car in this visit, there was no complaint about a starting issue. We rotated the tires, changed the oil and filter, performed fluid service. The charge for service had nothing to do with the battery. Customer is refusing payment on repair work that was actually performed.

  We are being charged back for an item we never repaired, or there was no complaint about. In the service we did test the battery, and the battery passed the test.

  ***** *****

  Service director

• Initial Complaint

  Date:03/08/2025

  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 January *******, I bought my vehicle to Pohanka Honda for repair. After leaving the dealership, my vehicle caught on fire. I would like payment for all damages related to the vehicle fire, including repairs, replacement costs, and any additional expenses incurred. I have serviced Pohanka Honda with A demand Letter. Pohanka has failed to response.

  Business Response

  Date: 03/10/2025

  Honda is a 2011 with ******* miles. One can see from our assessment that this vehicle needed considerable repair work, our estimate $6,818.

  The assessment included multiple leaks from the power steering pump, the valve cover, and the camshaft onto the starter. This is all itemized in the customers records. The record shows the leak was flowing down to the starter. None of these repairs were authorized by the customer.

  The only repair we did was to replace a battery cable. The customer said he was a mechanic, and he could do the other work himself. Any mechanic should know that multiple leaks such as we found on this vehicle are not a good thing,

  Clearly, if there was a fire, it was from pre existing conditions and not from the repair work performed by Pohanka.

  Customer did not approve any repair work that would have caused a fire. Failure to adequately maintain the vehicle, and not follow the expert advice and recommendations of the Pohanka Honda certified repair personnel, is the cause.

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

  Service Manager

  Pohanka Honda

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

  Customer Answer

  Date: 03/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23038210
  
  I am rejecting this response because: The vehicle caught fire AFTER the diagnostic was performed by Pohanka. The vehicle's engine ignited less than twenty minutes after I picked up my car. Video and photographic evidence will show clear and convincing proof that the fire was ignited where the service technician installed the battery terminal. After I was informed by the service technician at Pohanka and refused to have my car serviced, I opted to drive my vehicle home and decide the best methods moving forward. I was informed by the technician that I could pick up my vehicle. I was not told that my vehicle was unsafe to drive at any time. 
  
  
  Regards,
  
  ******* ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/05/2024

  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.

  I bought a 2025 Honda HRV, white, on Nov. 25, 2024. I traded in a Honda CR-V and received a credit of $16,500. The final bill does NOT subtract the credit to the cost of the car. The cost of the car should be $15,061. I want this corrected with the lender, *********.

  Customer Answer

  Date: 12/05/2024

  how can i drop the complaint?

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a 2023 ************* GLB 250 in September 2024. The vehicle was brought to my home where I signed documents for delivery. I have asked for both copies of the signed documents that I signed in person and the lifetime powertrain warranty (European Car Version) that they said applied to my purchase from them. After numerous emails and attempted phone calls I have not been able to obtain these documents from them. I have no idea what the lifetime warranty covers or the things I have to do to abide by it. My voicemails go unanswered. The business appears to not support buyers after the purchase which is troubling if I were to look for future automobile purchases from them.

• Initial Complaint

  Date:07/24/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 went to Pohanka Honda to purchase another car after mines had been stolen. The sales person picked us up. She went to get a manager. He showed at me and said get out here is the number to a cab. I am 70 yrs old, black, and disabled. They had added 2500 the price of the car My husband is 65 and disabled with ******.

• Initial Complaint

  Date:03/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2/7/2024, I purchased a 2019 Acura MDX from Pohanka Honda. This vehicle was and still in disrepair. I bought the vehicle back to the dealership on 2/12/2024, informing them that the car seemed to need an alignment and brakes. Salesperson ***************** asked me to bring the vehicle back on the next day. I bought the vehicle to the service ***** on 2/13/2024. The vehicle needed the control arm replaced, an alignment, tire rotation, rotors and brake pads. ************************* in service provided the salesperson the diagnostic - detailing the repairs. Ms **** and the ** pointed fingers and played the blame game - conveying that the vehicle I purchased from them belonged to Pohanka ******* and they should have done the repairs, etc. Ms. **** pulled the keys from Pohanka Honda and sold me the vehicle the same day (2/7/2024). After going back and forth with me, the general manager agreed to everything except for replacing the rotors and brakes. He asked that the rotors just be resurfaced.I was sent home until the parts came in. **************** texted me on 2/15/2024, informing me that the parts were in. I bought the vehicle in and repairs were completed the same day. My family went out of town leaving the vehicle parked. I returned home 4 days later to a vehicle with brakes still grinding. I took the vehicle back on 2/29/2024, and was told by **************** to bring the vehicle back. I took the vehicle back on 3/2/2024 to later be informed by **************** that the brakes need to be replaced and should have been replaced on 2/15/2024. He said he would convey this to the general manager. **************** later texted me to say that they would not cover the repairs. I came up there with the intent to turn the vehicle back in. I did not finance with them and the ** refused to take the vehicle back. He suggested that brakes are wear and tear. He did offer to work a trade. I declined. He the offered to pay $150 towards brakes all around which came to over $600. This has been the worst experience.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a used *** ********* at this car dealer only to find out within 27 days that there is a major maintenance issue. Now I’m stuck with a vehicle for 60 months paying over $700 for car note. They did not offer a warranty due to mileage, nor are they willing to take care of the repair. I was told that the third-party warranty that I purchased would cover maintenance engine trouble only to find out in very small print that it does not. Very disappointed that they would sell me a truck with this kind of problem. Now I’m stuck with a repair that will cost around $3000 for a $24,000 vehicle. with a couple managers, and none of them were willing to help me with this problem.

• Initial Complaint

  Date:10/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

   purchased a 2024 Honda ****** for 33537.68 with a trade in Honda ******* worth 20259. I used **** ******* as my lender. They sent my a check of 20217.89 to use to purchase the vehicle. Of that check amount I used 13278.42. With the trade in being paid off. **** ******* disclosed to the dealership their vehical trade in policy. The policy was only sent to me upon request after the transaction. I called them 5 times on a recorded line trying to understand the numbers. The sale man kept saying **** pays themselves. I was told my **** ******* if the dealership sends them a check for the trade in they will send it back. The check needs to go to the consumer so the consumer can put the money toward the new car loan. The dealership does not send the check to **** ******* for the trade in pay off. **** ******* adds that to your new loan and the consumer pays it off. I'm requesting the amount of 20259 that was documented on my paperwork as a down payment which it was be sent back to me since **** ******* will not accept because of there policy so I can apply it to my loan to pay the proper finance amount. The money would usually go to the financial institution for pat off. But since **** ******* does not accept it the dealership keeps it and the consumer has to pay the full amount. This is my first step to requesting my trade in funds that was documented as down payments and not treated as such since I have to pay the full amount. Please send me a full amount of 20259. I was told they can't make **** ******* change their policy. But as a consumer they check that should have went to **** need to come to me so I can pay it toward my vehicle. **** says it takes the dealership to long for them to get their money that is why they don't accept it. So rather than the dearlish keeping the check it should go to the consumer to pay the debt.

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a vehicle from the business on June 20, 2023. Since my purchase, I have been to the shop about three times for repairs. Those repairs are the 12 V outlets being out, the tail light being out and an apparent recall on the vehicle. On July 30, 2023, when I went to drive the car there was a rattling sound when I would hit the gas. The shop was closed that day as it was Sunday. I turn the car around to go home as I noticed the check engine light is on. Upon coming home, the car slow down on its own and came to a stop in the middle of the street. The car would no longer start. I had to contact *** Towing for the car to be towed to the shop. With an arrival time close to midnight. The following day I go online to report my issue and was told to come in. The associate insists on trying to sell me another car without knowing finding out what is wrong with the car. They have no options for trade, only option is to buy a new car. At this point my car has been there for 2 days and my calls have been unanswered. My sister went to the service center for me today. The service advisor told her they are backed up and my car may not be seen for almost a month. They have no options for me. According to the night security they sell a lot of problematic vehicles and this wasnt a new issue to him.