ComplaintsforHonda of Princeton

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a certified pre-owned Civic from this dealership on 5/20. I drove the vehicle home that very night and I started experiencing issues with the vehicles suspension. It was swaying so badly that I almost crashed it. Less than 48 hours after purchasing the vehicle, Im back at the dealership dropping it off to have them fix the suspension issue. There was zero communication with anyone in the service department all week after dropping the vehicle off on Monday. I finally called on Friday to follow up with them to see if it would be ready to be picked up on Saturday and was told that they still had to order a part. Why didnt anyone call me and follow up with me? I have to call after a week to be told they didnt even have the part orderedThis is completely unacceptable. I bought a pre-owned certified vehicle thinking I was purchasing from a reputable dealership and literally had issues driving it home the same day and now its Tuesday (10 days after I purchased it) and no one is returning my call or my email. *************************, the service director was supposed to call me this morning to follow up and its nearly 1:30pm and Ive had to call twice today already only to be told that he would call me back. No call, no response to my email. Im being ignored and mislead. This vehicle is having issues being fixed before it has even had the chance to be driven. Im certain I was sold a lemon and Im being treated as if Im a nuisance for being upset or for demanding communication. How dare I demand answers and to be treated with respect?! Stay away from this dealership and its shady practices especially if you are minority female like myself. Expect to be treated like you are stupid, insignificant and easily manipulated or taken advantage of which is how I am being treated.

  Customer response

  06/01/2023

  
  Better Business Bureau:
  
  

  The service director, *************************, was able to effectively diffuse the stressful situation. He made sure that my vehicle was properly repaired and that any & all of my concerns were addressed & resolved.  

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

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roughly on Novemer 11th, 2022 I had my vehicle towed to Princeton Honda due to dashboard lights coming on recently. I previously took the vehicle to another Honda dealership and at that point no work had been performed, but they ran a diagnostics test on my vehicle. I did their recommendations and had the car serviced, this still did not resolve the issue. I took the car to get a second opinion and this mechanic told me that I would need to take it to a Honda Dealership. After dropping the car off on 11/11/2022, I got a call from a representative named ******, I initially thought I was off to a great start because she had reached out accordingly etc... However, I was wrong. They initially informed me that I would need new fuel injectors, which I told the rep that it was an invalid code. I then told her about another possible problem and she failed to communicate that to the next representative, ****** which later I started working with because she was not available after she had called with pricing. ****** then told me the same information which she had, however pricing was slightly different. The business performed work on my vechile and they were, "confident," it would resolve the issue. Having new fuel injectors installed did not resolve my issue, yet they were unwilling to provide a resolution. Instead they stated that I would need a new headgasket, and a timing belt. They quoted me about $5,000 for the job. When I went to pick up the vehicle, ****** then stated, "yeah I doubted it was the fuel injectors." I am still stuck with an unrepaired car and potentially am going to pay even more money for something that still isn't a guarenteed fix.

  Business response

  11/29/2022

  Hello ,  My name is *********************** and I am the General Manager of Princeton Honda . Im sorry we have not satisfied your issue with your vehicle at this time but I ************** investigate and appreciate a call from you any time between the Hours of 9:30 am and 4:30 pm mon thru Friday on my personal cell phone ************.  I will discuss the situation with my team this morning 

   

  **********;

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased CPO vehicle July 2018. Have had multiple issues since then requiring repair, with each one costing more time in the service department. Service manager initially denied any issue with the car until today. No loaner cars available. General manager wanted to set me ** in a comparable vehicle and buy my car back, but failed to take 3-4K in taxes and fees into account leaving me in the hole. Hard pull on credit report all for nothing, and want it removed. Repairs take hours to diagnose and days to fix, leaving me car-less with no loaner. Very disappointed and ashamed to have spent money here.

  Business response

  10/21/2021

  Mr Orlando *  Im very sorry you feel that way . I truly feel I was very transparent with the figures.  If you would like to come back in for me to explain I and available almost every day with the exception of Sunday   You can call me on my cell to make that happen 

  ***** Magnus 

  ************ 

  Customer response

  10/21/2021

  
  Complaint: 16044025
  
  I am rejecting this response because:
  
  **************** called my father this morning and yelled at both him and myself on the phone in retaliation to the complaint I filed with the BBB. He also verbally attacked me regarding the smell of my vehicle (marijuana) which is completely legal, given the fact that I am a patient with the ** Medical Marijuana Program and I did not use marijuana while the vehicle was under his care or in operation. ****************, General Manager of Honda of Princeton also did not let us speak on the phone and threatened to use the smell of my car against my interest in pursuing a solution to his dealerships lack of repair. Within an hour, I was informed by the service director, ***** Lumberto, that my car was ready to be picked up and all fixed. ***** said they put on a new set of tires that are different than the tires that I purchased brand new (which were then subsequently ruined with flat spots after sitting on the lot for 3 weeks awaiting repair, and replaced in full by the dealership). I am not comfortable signing off on this repair until my claim with the BBB is fully resolved.
  
  
  Regards,
  
  ***************************

  Business response

  10/21/2021

  The vehicle is ready for pick up and customer concern has been addressed .4 new Michellin tires have been put on vehicle at no charge to customer and vehicle has been driven at highway speeds with no vibration . Again ,, veicle is ready for pick up and customer has been notified twice in the last 2 hours including Mr ******* physically coming to the dealership to remove personal items from the vehicle according to him . 

  Customer response

  10/21/2021

  
  Complaint: 16044025
  
  I am rejecting this response because:
  
  I am open to accepting the repair on the vehicle under the condition that I should be allowed to take the vehicle for a test drive with the new Michelin tires and a third party who has verified the issue exists in the past, in order to see whether the problem has been adequately fixed. Someone from the service department is welcome to come along on the ride. Should the problem persist on the test drive, the issue will still require investigation and repair and I will not accept the current solution of changing out the tires.
  

  I am also awaiting resolution of the harsh, hurtful, and discriminatory intimidation tactics regarding the usage of my legal-use Medical Marijuana for my disability allowed in my personally owned private vehicle that was not under operation at the time of medication usage (all by General Manager, ***********************). I was not even comfortable retrieving my belongings in fear of an altercation with him when I visited the dealership today due to the extremely unprofessional and intimidating comments he made on the phone towards me this morning.

  As an alternative solution, I will also accept the option to return my vehicle from the dealership including reimbursement of taxes and fees spent ($3-4k) at the time of purchase, totaling in the range of $28-30k (final purchase price listed on paperwork). It is common practice that consumer goods returned should be refunded all sales taxes in fees in full by the business.

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

  Business response

  10/22/2021

  the vehicle in question is repaired and has been driven at highway speeds with no vibration due to the new tires . The vehicle has been ready for pick up since 10/21/21 

   

  there is no offer or agreement of for full refund of the vehicle from Princeton Honda 

  Business response

  11/02/2021

  Mr ******* picked up his vehicle the same day as his last complaint 

  Customer response

  11/02/2021

  
  Complaint: 16044025
  
  I am rejecting this response because:
  
  Honda of Princeton did not fix the issue and has proven they are only interested in getting rid of the BBB complaint rather than addressing customer concerns through their transactional responses. They have failed to address the extremely disrespectful retaliatory rant that General Manager, *********************** put upon myself and my father. I will continue to reject these until this is adequately resolved - this is completely unacceptable service and felt very  intimidating. 
  
  Regards,
  
  ***************************

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a new Honda Pilot in November of 2017. Within the first 2 years of owning the car transmission jumps when shifting gears. The transmission has been an ongoing issue. The first time I brought it in was during the original manufacturer warranty. They did a transmission "re-learn" and it seemed to fix the problem for a bit. The problem started to happen again in the summer of 2020. I brought it in to get the transmission looked again. This time this happened during the extended warrant period. I believe around ***** miles. ***** for the transmission, they did a "re-learn". Second time, exact same repair method. The third and latest time, I came in for the same issue. They said I need a new transmission. They said it would cost me $7000. I told them it's the same issue since I've had it and it should be covered under any warranty or they should cover the cost. they said it would take two weeks submit the claim and they would call me. Now they are ignoring my calls

  Business response

  09/28/2021

  Hello *******************,  about a week ago I passed your complaint to my service director ************************* . ***** has explained to me a settlement has been offered by the manufacturer to fix your vehicle that you accepted . If that is not the case please do not hesitate to call me on my cell to assist 

  thank you 

  ***** Magnus 

  General Manager 

  ************ cell 

  Customer response

  10/01/2021

  
  Complaint: 15873080
  
  I am rejecting this response because: 

   

  The settlement still cost me money out of my pocket when I shouldn't have had to spend anything on it.  I was told to still pay 10% of the repair.   I can understand if there was a debate or an argument on how and when this happened to the transmission, but this is a clear case of an ongoing issue happening during warranty period and extended warranty period.  And it was documented by your service center from the beginning.  I spent the $3,000 roughly on the extended warranty to avoid things like this. 

  I just don't understand how businesses and people can preach loyalty and then when it comes to honoring and standing by it, you turn your back.  The roughly $650 I had to pay out of my pocket should have been covered or waived by you guys.   I did my services when needed and then you guys penalize me because someone at the service center messed up and is passing the cost on to the consumer. 

  I still for the life of me don't understand how it wasn't fully covered and I really feel like I was treated like a low class customer.   The loaner that I was given while the repair was being done was clearly not even cleaned out or serviced.  I got a loaner with 10% oil life left, 3/4 tank of gas, a dirty mask on the ground, a lolly pop stick in the door and the previous persons contract agreement in the glove compartment.  What's worse about that is it's during a pandemic.  I took pictures to document that as well. 

  Like I said I thought I followed all procedures when it comes to servicing my car and was patient with regards to this, but charging me the 10% and giving me that loaner was just a slap to the face.  If i'm wrong in anyway, please let me know and I will happily apologize.

  
  
  Regards,
  
  Islam ********

  Business response

  10/01/2021

  You are not wrong sir !! you will hear from us shortly ..

  ***** Magnus 

  Customer response

  10/01/2021

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

  ********************** and **** thank you for helping me with all of this.  ***** called me and said he would take care of the 10% difference an apologized for everything.  I do appreciate that.  Let me say this though, before this incident, I have loved everything about Honda of Princeton.  *** and everyone at the service center has always exceeded my expectations.  This is why this incident blew my mind and I didn't understand what was happening.  I'm going to chalk it up to a one time mishap. 

  Today I felt like loyalty paid off, thank you again!

  If possible I would like BBB to delete this complaint.  
  
  Regards,
  
  Islam ********

• Initial Complaint

  07/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I recently found out from carfax and autocheck that Honda of Princeton leased me a vehicle that was involved in an accident at their dealership. I leased a civic (VIN: *****************) in 08/2018 and it turns out prior to me leasing, in 05/2018, there was an accident that was reported as disabling and car was towed (police report was filed # *********). This was never disclosed to me and now when I was looking to purchase out my car the value is lower due to this accident under the dealership control. I have tried contacting the dealership multiple times to speak with a sales manager and never received a call. I would like a refund of my 36 month lease payments because I was paying for what I thought was a new car when it was already in an accident. Or some kind of resolution because I have leased 2 vehicles from Honda of Princeton already and overall had a good experience and would like to continue my business with them.

  Business response

  07/09/2021

  Please contact our General Manager on his cell

  Barry M*****

  ###-###-####Tell us why here...

  Customer response

  07/14/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending 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. I was given equity on my current car, now purchased by the dealership, and was told I would get better lease terms on my next lease.
  
  Regards,
  
  ***** *******

• Initial Complaint

  07/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 5, 2021 I drove to NJ because they had a vehicle I wanted to purchase. I came pre approved with my own financing. It came certified by Honda still under the manufacturer warranty with a little over 34k miles. Fast forward 2 months 4600 miles later I take it in to a dealer for service in my area Albany, NY for them to tell me all 3 tires are bad and need to be replaced. I called the dealer and they offered no help but to send me the certifiable report again. Why weren't the tires replaced? How is a car tires certified by Honda but have to be replaced less than 5000 miles later. $955 later I'm seeking some compensation this is so unfair.

  Business response

  07/18/2021

  Customer should ha e received their full refund already   I’m waiting for the customer to respond to you to confirm this is settled 

  Barry M***** , General Manager , ###-###-#### cell

  Customer response

  07/18/2021

  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,
  
  ****** ***** 

*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. ↩