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Business Profile

New Car Dealers

Brown's Honda City

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/19/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    My 2014 Honda Accord was towed to Safford Brown's Honda in Glen Burnie, MD on Oct 12, 2023, a car ran me of the road. Today is Oct 18 nothing has been done to my vehicle and my insurance company has already approved the work to be done. Kimberly Friend at the Body Shop had a disagreement with me, I admit I used some profanity, I have no way to get to work, I need my car.
    Kimberly sent me an email today saying we are not fixing your car, you need to have your car towed away from the dealership, or we are going to start charging storage fees. Ms. Friend needs to take a class in customer service and learn how to deal with customers who are at their wits end

    Bureau Response

    Date: 10/26/2023

    Tim *****
    Brown's Honda City 
    **** ******* ***
    **** ******* ** *****





    Dear Tim *****:



    This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/18/2023 and was assigned an ID of *********  

     

    BBB forwarded you a complaint filed by Robert ** ********. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.



    In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   



    We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 

      

    If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

    To access/respond to this complaint online:

    Go to: ****************
    Enter the following code: **************


     


    Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

     

    We look forward to your prompt attention to this matter.

    Sincerely,


    Lisa ****
    Dispute Resolution Team Leader
    ***********************

    Phone: ###-###-####


     



    CUSTOMER EXPERIENCE INFORMATION



    Customer Information:

    Robert ** ********



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

    Daytime Phone: ###-###-####
    E-mail: ****************************




    The details of this matter are as follows:


    Complaint Involves:
    Customer Services Issues



    Customer’s Statement of the Problem:

    My 2014 Honda Accord was towed to Safford Brown's Honda in **** ******* ** on Oct 12, 2023, a car ran me of the road. Today is Oct 18 nothing has been done to my vehicle and my insurance company has already approved the work to be done. Kimberly Friend at the Body Shop had a disagreement with me, I admit I used some profanity, I have no way to get to work, I need my car.
    Kimberly sent me an email today saying we are not fixing your car, you need to have your car towed away from the dealership, or we are going to start charging storage fees. Ms. Friend needs to take a class in customer service and learn how to deal with customers who are at their wits end

     









    Desired Settlement:
    Other (requires explanation)

    I should be paid for my vehicle sitting there for 2 weeks and now being told to come and get it

     



    Additional Comments from Consumer:

    Bureau Response

    Date: 11/03/2023

    Tim *****
    Brown's Honda City 
    **** ******* ***
    **** ******* ** *****





    Dear Tim *****:



    This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 10/18/2023 and was assigned an ID of *********  

     

    BBB forwarded you a complaint filed by Robert ** ********. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.



    In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.   



    We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 

      

    If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

    To access/respond to this complaint online:

    Go to: ****************
    Enter the following code: **************


     


    Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

     

    We look forward to your prompt attention to this matter.

    Sincerely,


    Lisa ****
    Dispute Resolution Team Leader
    ***********************

    Phone: ###-###-####


     



    CUSTOMER EXPERIENCE INFORMATION



    Customer Information:

    Robert ** ********



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

    Daytime Phone: ###-###-####
    E-mail: ****************************




    The details of this matter are as follows:


    Complaint Involves:
    Customer Services Issues



    Customer’s Statement of the Problem:

    My 2014 Honda Accord was towed to Safford Brown's Honda in **** ******* ** on Oct 12, 2023, a car ran me of the road. Today is Oct 18 nothing has been done to my vehicle and my insurance company has already approved the work to be done. Kimberly Friend at the Body Shop had a disagreement with me, I admit I used some profanity, I have no way to get to work, I need my car.
    Kimberly sent me an email today saying we are not fixing your car, you need to have your car towed away from the dealership, or we are going to start charging storage fees. Ms. Friend needs to take a class in customer service and learn how to deal with customers who are at their wits end

     









    Desired Settlement:
    Other (requires explanation)

    I should be paid for my vehicle sitting there for 2 weeks and now being told to come and get it

     



    Additional Comments from Consumer:

    Bureau Response

    Date: 11/15/2023

    Tim *****
    Brown's Honda City 
    **** ******* ***
    **** ****** ** *****





    Dear Tim *****:



    This message is in regards to a complaint submitted to BBB about your business on 10/18/2023 by Robert ** ********.  This complaint was assigned ID *********



    BBB is informing you that this complaint has been closed as UNANSWERED.  Multiple communications have been sent to you about this matter; however to date, we have not received a response.



    You should be aware that your lack of response is now reflected in BBB's rating of your company. You can view your revised BBB Business Profile on our website at ****************



    BBB helps resolve disputes between businesses and its customers. We welcome the opportunity to amend your BBB Business Profile upon receipt of your company's written response and resolution of the dispute.

    Sincerely,


    Lisa ****
    Dispute Resolution Team Leader
    ***********************

    Phone: ###-###-####


    Bureau Response

    Date: 11/15/2023

    Robert ** ********



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





    Dear Robert ** ********:



    This message is in regard to your complaint submitted on 10/18/2023 against Brown's Honda City.  Your complaint was assigned ID *********



    Your Better Business Bureau (BBB) has made several attempts to contact the business regarding your complaint. We regret to inform you that we have not received a response at this time and this case has now been closed as an UNANSWERED complaint in their file. Because we are not a government agency, we cannot force a business to respond.   



    If the company has contacted you directly and resolved this complaint, please let us know.  Should we receive a resolution in the future, we will let you know.



    BBB develops and maintains BBB Business Profiles on companies across the United States and Canada. This information is available to the public and is frequently used by potential customers. In the case of your complaint, the business's failure to promptly give attention to the matter will be reflected in the Business Profile.



    BBB regrets that we were unable to assist you further and wishes you the best in your future efforts in resolving this matter.

    Sincerely,


    Lisa ****
    Dispute Resolution Team Leader
    ***********************

    Phone: ###-###-####

  • Initial Complaint

    Date:01/30/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    They charged me $76 to screw my splash shield back on, took them less than 2 minutes. They charged me $25 for screws and $50 for labor. I told them if it was over $20 i would just go somewhere else or rip it off. Instead they forced me to pay this extreme amount even though I am homeless, unemployed and on medicaid.

    Business Response

    Date: 01/30/2023

    Customer states to Service advisor if over $100 he did not want to perform repair, vehicle was here 1 hour, customer only charged for .3 hours labor @ 165 per hour and charged for the hard ware needed to re-attach the customer also stated to cashiers " i hope you all die" 

    Customer Answer

    Date: 01/30/2023



    Complaint: 18937167



    I am rejecting this response because: You are a liar and a fool. You think you can get away with this? I know where you work



    Sincerely,



    **** *****

    Customer Answer

    Date: 01/31/2023

    This dealership is a fraud and scams customers. By law they need to have transparent pricing. I could have screwed this on myself if they told me they would try to charge $76. But they didn’t tell me, because they are used to railroading customers without any consequence. If they get away with this there is no purpose of there being a bbb.

  • Initial Complaint

    Date:09/20/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 my 2021 honda accord sports 2.0 from them everytime i have taken my acr to there service department they always states something wasnt wrong then i took my can to odonell honda out Ellicott city and they fixed the problem. Browns keep brushing things off spoke to supervisor mr Brown today nd he wanna charge $155 for a diagnostic test which it was a couple if months when i took my car to them to get it check the mechanic stated its wear nd tear shen the black weather strip should've been coming off the doors nor air coming inside my passenger side and alot of noise. They gave me the running around and brushed me off. I will never recommend anyone to them worst car place in the world

    Business Response

    Date: 11/15/2022

    Business Response /* (1000, 20, 2022/10/23) */
    Spoke with customer instructed her that without seeing the vehicle I could not condemn a part as being covered under warranty and told her a diag fee could be applied if the part was not under warranty customer stated vehicle was at another dealer and they told her to take back to selling dealer. Customer declined to bring in vehicle for possible warranty inspection


    Consumer Response /* (3000, 22, 2022/10/24) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    First of all i shouldnt have to pay for a diagnostic test already had one couldve brung the papers and it was free.. everythime i take my car to browns they stae nothing wrong with my vehicle and get another opinion and they find the problem that was a new car my right passenger tire just blew on the highway amd they was new tires just alot of things been going on with this car wish i wouldve went somewhere else the inside of my tire blew had to get it replaced and it was dangerous

Brown's Honda City is NOT a BBB Accredited Business.

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