ComplaintsforMetro Honda

• Initial Complaint

  04/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I cancelled ************************** in Feb 2023 and PDS service team told they have send cheaque back to Metro Hond Dealership. Since 1 month I am trying to connect to finance team of Metro honda, I get the response they are either busy or not available. Worst customer experience

  Business response

  04/10/2023

  Good Morning,

   

  This cancellation has been completed and the funds have be sent to banking institution.  Customer has full communication with *************************, Finance Manager.

   

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

  Sales Director

  Customer response

  04/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in to potentially buy a vehicle, after 30 minutes we changed our mind and wanted to leave because we figured out it wasnt going to work. The sales person held onto my ID and credit card and wouldnt let me leave. After an hour he said he could make it work, so I told him I need to go. He said give him 3 days so his finance manager can work something out, but wanted 2K to hold the vehicle. I refused and he said I had to give him something and proposed $500 that he said was refundable if they could not make it happen. So I agreed. After paying in cash and getting a receipt I waited. 3 days later I called back in and received no response. Came up to that location after a 2 hour drive and they told me that they would mail me the check, they did not. A week later I drove up again to talk to a manager and he told me that they never mailed it out, and that he would do it, again that never happened. So I kept calling and was pushed around and now 4 months later Im still getting the run around and theyre holding my money hostage.

  Business response

  02/13/2023

  Check for $500 has been mailed out to the customer.

  Customer response

  02/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable, however I have not received the refund and have received numerous calls stating that I will not receive my refund until I close this notice out. My fear is if I close this out, there will not be any accountability for them to fulfill their end. Especially since in the previous attempts they have stated that theyve sent out a check and gave me a receipt, but have yet to receive the refund. In good faith I will fulfill my end in hopes they do what is stated. 
  
  Regards,
  
  *******************

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took car in for maintenance service and was given additional service not required as part of the required maintenance called for in service manual running the bill up an additional 265 dollars.

  Business response

  12/06/2022

  Customer came in to have services done. The advisor explained to the customer what repairs we recommended along with price. Customer signed the repair order to perform these repairs. Provided customer with copies of original repair order showing customer signature along with price.

  Customer response

  12/13/2022

  
  Complaint: 18527433
  
  I am rejecting this response because:
  
  
  
  Regards,
  Honda service manager made settlement offer of ****** service credit and 1 free oil change which I agreed to on 12/13/22.

  Customer response

  12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

   

  Date Sent: 12/13/2022 4:29:29 PM
  
  Complaint: 18527433
  
  I am rejecting this response because:
  
  
  
  Regards,
  Honda service manager made settlement offer of ****** service credit and 1 free oil change which I agreed to on 12/13/22.
  
  Regards,
  
  *************************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hi,I purchased a used car with Metro Honda back on March 18th,2022 in ***********. The sales person informed me that a spare key would be mailed to me within a month. This was not done. I have called multiple times and I have communicated with the Sales person and other employees in Metro Honda over the last few months about the key, they have placed me on hold and eventually do not respond to my messages. It is now September 22,2022 and I have yet to receive my key and all of the managers have not called me back and are never available when I call.

  Business response

  10/04/2022

  Afternoon,

  Someone from the dealership will contact you today to resolve the key concern. So very sorry for the mis communication on our side.

   

  ********

  Customer response

  10/10/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I was contacted by **** and he resolved the issue right away. An employee ***** even came to my house, picked up the car and was able to provide a key. Thank you to **** and the help of ***** for resolving this long drawn out issue quickly. They went above and beyond!

   

  
  
  Regards,
  
  ***********************

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2021 Honda Odyssey which is still under warranty. I had issues of some noise from the rear tire and so I took the minivan to Metro Honda to fix the issue. I was told that they have to run diagnostics to find out the issue, they also found that the rear wheel alignment was not right and had to be fixed. I was handed over the van saying that the issue is fixed. I was charged $193.35.To my disappointment I find that the issue is still not resolved. I was not told why the wheel alignment was not covered under warranty. I was not given print outs of the readings before and after. I was not provided details of what diagnostics were done. The agent was in a hurry to move on to the next car. I had mentioned that there could be issues with the tire, I am not even sure if it was checked at all.

  Business response

  10/03/2022

  Contacted customer on 10-3-2022 at *******. Will be coming in to the dealer on 10-4-2022 to have the vehicle re checked based on the concerns that are still present.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  @ BBB Mediator - please see complaint ******** - it was closed prematurely. I was unable to reply for a few days as I was dealing with a medical emergency in the family, and the complaint was closed “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” I deeply apologize for the delay in my response that led to this case being closed. Do I need to reenter all of the notes? There were several rounds of correspondence that we are referencing. I can open a new complaint if necessary, but it would be much faster to re-open the case. Wanted to reply to Peter's message from 1/3/21: That's exactly the problem. If this is maintenance, there's no documentation that says anything about flushing the trans 3 times and driving it. And if this procedure is part of a repair, it's covered under the drivetrain warranty. What's more, what were you repairing that required this first step? You stated during my visit that this is maintenance. I have yet to receive a straight story from Metro as to what was broken, and why I had to pay for it. The details keep changing. Whats more, I have proof that they charged me for work that they didn't do, see the receipt with the odometer readings. How do you explain that? Depositing check under protest and without prejudice and with reservation of all rights.

  Business response

  01/17/2022

  THE CLIENT HAD AN APPOINTMENT TO HAVE THE TRANSMISSION CHECKED. ATTACHED REPAIR ORDER 507174. STATES TRANS BANGS AT TAKEOFF. WE INFORMED THE CLIENT THAT THE CORRECT REPAIR PROCEDURE WAS DRAIN AND FLUSH THE TRANS 3 TIMES BEFORE ANY TRANS REPAIRS COULD BE PERFORMED WHICH THEY AGREED TO. AFTER PERFORMING FLUSHES THE TRANS WAS SHIFTING NORMALLY. THE VEHICLE HAS NOT HAD A REPAIR NEEDED SINCE.WE ALSO RESET ALL THE TRANSMISSION SETTINGS FOR THE CLIENT AT NO CHARGE. REPAIR ORDER ******.

  Customer response

  02/24/2022

  Complaint: ********
  

  
  I am rejecting this response because:
  
  Not closing until I have a check in hand.  I am scheduled to come in tomorrow morning for a recall, will pick up at that time and close the complaint once I have the check.

  
  Regards,
  
  ****** **********

  Business response

  03/07/2022

  This shall serve as confirmation, the check has been delivered to the customer.  Please close this case at your earliest convenience.  Thank you, Jose C…..Sales Director Metro Honda.

  Customer response

  03/08/2022

  Please close this complaint.  They delivered a check today.
  
  
  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.
  
  Regards,
  
  ****** **********

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/4/21 I went to purchase my first car, that was certified used by Honda. At 9:30 pm I left the dealership, I then went home to grab some things and after I parked my car at my boyfriends house at 10:30 pm. At 11 pm I tried moving my car, it started to make noises, all the emergency lights came on, and I couldnt put it into drive or reverse. I was advised by *****, the sales person, to get a tow that I would be reimbursed for. On 11/5/21 the tow brought my car to the dealership. Service jump started my car, ****** the service advisor, told me I was good to go. I left to dealership to run errands at 4 pm. At 6 pm the issue occurred again. My friend came to start my car and realized the brakes were worn out. I then went back and spoke to *********************, service manager. He told me the battery could be replaced, but service was closed. When I was leaving the issue happened a third time I had to leave my car over night. I returned the next day. ***** told me the battery was replaced but now there was an issue with the fuel pump. Services needs to order a new part, but its on back order. Fast forward to 11/12/21 I went to the dealership with my mom and aunt trying to get the contract voided. We spoke to ********************* and were treated horribly. As my aunt was in the middle of speaking he walked away and to this day I have yet to have gotten any updates on the status of my car. Nor have I been able to drive it. However, at this point I want to void the contract because the car is a big safety issue and I feel uncomfortable to drive it. I dont understand how if my car is a certified used car that the battery, brakes, and fuel pump werent noticed during inspection before I received my car. And paying $475 a month for a car that I havent even driven for a total of a day is a ridiculous expectation and is too much money for something that is a safety hazard.

  Business response

  11/19/2021

  Fuel pump was ordered and is on back order till 11/20/21. Will be replaced as soon as it arrives. Vehicle had battery replaced at no charge to customer. overall condition of vehicle 

  is above and inline with Hionda certification.

  Customer response

  11/23/2021

  
  Complaint: 16160298
  
  I am rejecting this response because: The battery was replaced with no charge to me because the warranty covered it, not because Metro Honda was doing me any favors. Nor am I concerned about the replacement of the malfunctioning parts but rather the safety issues these consistent malfunctions are bringing up and that is the basis of my complaint. The car can keep on getting repaired I just want the contract voided because this machine is having too many technical safety hazards in such short amount of time. Especially after 48 hours of just being purchased. 
  
  
  
  Regards,
  
  ***************************

  Business response

  11/23/2021

  We would be happy to discuss any repairs with our client. We would need more info to assist further.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our Honda Accord suffered damage due to the flood on September 1st of 2020. Our insurance picked up the car on September 6th. After 1 week we heard nothing from the dealership. When my husband calls they kept sending him to ***** or Gabriels voicemail. No call backs no responses. Now 2 weeks have passed by. I had to call the dealership 7 times in one day before being able to speak to someone. I called and my husband calls several times with no updates and no Information. Finally they told me its because our insurance has not sent them a copy of the evaluation. Completely unacceptable. We are not sure at that when they started looking at the car. But this past week, ( now 1 month later) our insurance calls us because they pass by to see the car. The insurance informs us that the car is now totaled. We spoke with *****, who now says because the car is totaled, it is not their responsibility anymore. Horrible, horrible.

  Business response

  10/11/2021

  Good Morning,

   The cliients vehicle was in the flood. ************************************* did not **ntact her to inform her their vehicle was a total loss and to remove her belongings. the ins ** would no longer provide a rental for the client. the client came to the service dept

  asking for a loaner vehicle until they decide what type of vehicle they would purchase. i informed that if their vehicle was not in service i **uld not not provide a loaner vehicle.

  Customer response

  10/11/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending 

   

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and this resolution is not satisfactory to me.
  However, I now know where to take my business and where not to. I will be passing the word around. As well as how to set my expectations in the future. In addition, details to the story do matter. Our insurance informing us was the only communication we had concerning our vehicle. The vehicle was on the property of metro Honda for over 30 days and your reply to us is that the insurance didnt inform us. This is an extremely irresponsible answer just like your staff, at least we know where the problem really les. 
  
  Regards, 
  
  ************************************
  

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealer took my car in exactly on Aug 12, due to it having issues with the head gasket and all. Dealer has tried to threaten me multiple times that my current issue is not under warranty due to a few aftermarket parts and I have to pay a crazy amount of money for repairs. Knowing they cannot prove that its any of those parts that messed up whats currently broken. At first it was a maybe 2 week job and I told them take as long as needed. Still do not have my car, I have not been offered a rental neither a loaner. I explained I worked at a police department so its definitely a must for me to be able to travel back and forth from work. What is the most important issue is the lack of updates, I have been texting for updates for a while and nothing new ever same thing always and most of the times they dont even reply. Instead of giving a straight answer or just solving my problem. I have referred multiple friends to this dealer and this is definitely no service I would recommend now

  Business response

  09/27/2021

  We have come to a mutual agreement  to repair vehicle. Customer also has a loaner vehicle...

   

   

  Thank You 

   

  Fixed Op Director 

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

• Initial Complaint

  07/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car at Metro Honda NJ and it is still covered by the warranty. They verified there is a problem with the audio screen they did not fixed it a month ago when I took the car to execute the warranty for this matter. They did not fixed the screen covered by the warranty and they are not calling me with a solution and they do not take my calls. I talked directly to the manager and he is not answering my calls, calling me back or replying my messages.

  Business response

  07/13/2021

  Contacted customer , provided cell phone and ordered new radio unit

*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. ↩