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:04/28/2025

  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.

  Complaint Summary:Purchased Certified Pre-Owned vehicle with undisclosed defects; dealership failed to honor warranty standards and treated customer dismissively after sale.?Complaint Details:On [Date of Purchase], I purchased a 2023 Honda Pilot Elite Certified Pre-Owned (***) from Honda of Valley Stream. During the buying process, I was assured that the vehicle met Hondas *** quality standards and would be covered under the 3-year/36,000-mile limited warranty.However, after taking delivery of the vehicle, multiple significant issues were discovered:The front bumper was improperly attached, missing a necessary bracket (fixed only after I pointed it out).The drivers door produced a hollow, tinny sound; dealership service confirmed the door was missing insulation.The wheel well molding would not sit flush due to prior collision damage.The roof paint was visibly peeling; the dealership attempted to fix it with touch-up paint, leaving areas still peeling.When I raised these concerns, dealership manager ***** stated, Hey man, you bought a used car, what do you expect? He also informed me that because the roof had been previously repainted, any future peeling would not be covered under warranty despite no such limitation being disclosed during the sale.The dealerships dismissive attitude, failure to properly recondition the *** vehicle, and misrepresentation of warranty coverage are unacceptable and misleading to consumers. I have documentation, photographs, and voice recordings to support my claims.?Desired Resolution:Full repair of all defects in accordance with Honda *** standards, OR Replacement with a comparable *** vehicle without defects, OR Full refund of the purchase price.

  Business Response

  Date: 05/12/2025

  Hello ,

   

  I have reached out personally to ************* *** ******* is coming by today @ 5:30 to see what actions we need to take to resolve this matter .

  Thank you 

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

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair 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 have made multiple attempts to reach the business via emails, messages through their website as well as multiple phone calls. Nobody answers the phone and it goes straight to voicemail after ringing. Ive also left multiple voicemails and there havent been any response at all. I contacted them in regards to returning an item that was $98.05 that was no longer needed and I havent been able to get in touch with anyone. I have no instructions on how to return the item and receive the refund due to them not responding at all whatsoever. The total amount of money I had spent was $519.75 but the item that Id like to return and receive the refund for is $98.05

  Customer Answer

  Date: 10/24/2024

  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 the matter has been resolved.
  
  Sincerely,
  
  **** *****
  
  
  
   
  
  

• Initial Complaint

  Date:10/07/2024

  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.

  ORDER #***** - Placed 05/30/2024 Part NumberPart NamePriceQuantityTotal 31200-5A2-A02Starter Motor Assembly (********)(Mitsuba)$430.911$430.91 purchased item for my honda accord, but part is defective,they never reply or refund for this defective item.

  Business Response

  Date: 10/22/2024

  Multiple conversations have been had with this individual in which they have been told they must bring back their "defective starter" in order to receive a refund. You can see by the attached image that the individual refuses to bring the parts back to us which is why a refund has not been given. We can not give out any refunds unless the parts are returned to us to be looked at.

   

• Initial Complaint

  Date:01/11/2024

  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.

  I took my car is for service on 12-18-2023 because of a transmission error message. ***** service adviser said that they will not look at it until later on that day, so I left the car. On Tuesday 12-19-2023 ***** called and said the Torque Converter need to be changed and is still under warranty and will have the car on Thursday-Friday cause parts needed to be ordered. Friday (12-22-2023) came car was not ready so I said I need a loaner car cause its Christmas weekend. ***** called me the next week saying that a nut is stuff, and they need to cut the axle out, I said did you try heating it he said yes. I didnt understand this because I have changed axles in many cars. I said change it BUT put the old one in the car because I want to see it. After paying $633.34 on 1/3/2024 my car was handed over to me. Its then I look in the trunk to see the old axle intact and not cut. I showed *************** said that is what was told to him by the Tech. I spoke to ************** manager (****) that said he would speak to the service Manager (******) who called me and said that it was changed because they know it will make noise later on down the road. So, they always change the axle when changing torque converter. For the life of me this Is the worst excuse for ripping someone off how can they know when and if that part is going to fail if they didnt remove it wrong. You can see the air hammer marks on the bracket where bearings sit inside. You dont hit a diecast part unless youre looking to break it. How can they say the bracket seized to the axle when its all one part. You can see that the bracket was not broken nor was the axle cut. I do see the air hammer chisel that cut into the bracket compromising the bearings that sit inside. I never chisel a bracket unless Im looking to break it. So why was I charged for a new axle and $180 to cut an axle that was not cut? Concern: FOUND AXLE AND BRACKET SEIZED AND REQUIRES CUTTING IN ORDER TO REMOVE cost: $180.00

  Business Response

  Date: 01/11/2024

  ***********************, here Service manager, I personally spoke with the customer and explained why the Right side axle needed replacement, since the axle bracket was sized, I offered the refund to the customer who was schedule to come in and see me personally on 01/20/2023, as per our conversation 

  If the customer still looking to get the a refund he is more than welcome to come in 01/20/2023 as scheduled 

   

  Thank you 

  Customer Answer

  Date: 01/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  The offer was to put the (old) original axle back refund back to me $453.34 of the $633.34 paid Because i had to pay $180.00 for the cutting of the axle that was not cut? I don't want the original axle back on the car because it was damaged when removed incorrectly, you can see that the air hammer chisel that cut into the bracket. You don't air hammer a bracket that has ******** inside. You air hammer solid parts. A mistake as make here when removing the axle. 

   

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

• Initial Complaint

  Date:12/05/2023

  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.

  My car was purchased in 2022 new with a warranty. I took my car to Honda of Valley Stream to be serviced on 12/1/23 for several issues, on e of which was the trim over the front drivers side wheel keeps popping out. I was told by the service agent that the car may have been involved in a collision, or the front bumper removed, both of which are not true. There is no other damage anywhere on this car other than this trim that pops out. If the car was hit there would be other damage. Honda is not honoring its warranty.

  Business Response

  Date: 12/06/2023

  Hello, My name is ***********************, Service Manager at Honda of valley stream

  I reviewed the Repair order for this vehicle and the customer had a concern about a driver side fender garnish being loose on the vehicle, After technician inspection of the vehicle, appears that the vehicle was impacted or damage, since there were signs of impact on the driver side, We have schedule the customer with a new appointment to see me personally so I can review the coverage, If the vehicle was in fact damage, please understand that this is not a manufacture defect, but I will make the call once she comes to see me directly at the end of this week 

  If there is no signs of impact, be sure that I will have this covered under the 3/36k mile warranty of the vehicle 

  The customer has not been charged any fees, on the first visit of the vehicle in our service facility 

  Any question do not hesitate to reach out 

   

  Thanks you 

• Initial Complaint

  Date:08/02/2023

  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.

  Purchase **** crv on 7/30/2023. Finance ****************** trick me into a ************************************ honda financial only offer one rate regardless of how many months you take on

• Initial Complaint

  Date:06/08/2023

  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.

  Yes I have my car at the Honda dealer for over a month now Im still paying off payment every month they was suppose to been fixed it they claim they was waiting on a part the part has been there for over a week now and they still fixing it every time I call they say they will start the next day but the next day never get here I dont think its far that I should have to continue to wait for my car and still have to pay the note and they not even trying to fix it Ive been paying for cabs everywhere I have to go and all they telling me is we start tomorrow can someone please help with this Ill even go tow it to another place to fix it

  Business Response

  Date: 06/23/2023

  Vehicle came on 05/01/2023 with no start condition and damage to the right front bumper and headlight, also all warning lights on dashboard, Technician verified concern and found water in the engine, customer decided to open an insurance claim for the engine damage, and insurance sent an adjuster to inspect the vehicle,(this along two two weeks for approval) claim was approved by adjuster, and also with customer authorization we proceeded to order the parts which some were on backorder, parts arrived last week and vehicle was completed 06/20/2023, vehicle has been sitting inside the my building, since this is a $10k repair, which the customer received payment from insurance company,, after that the insurance drop the coverage for the vehicle, customer has been notified the vehicle is ready for pick up and has not pick up the vehicle. 
  
  
  let me know if you need anymore information  

   

  ***********************;

  Service Manager 

  Business Response

  Date: 06/23/2023

  Vehicle came on 05/01/2023 with no start condition and damage to the right front bumper and headlight, also all warning lights on dashboard, Technician verified concern and found water in the engine, customer decided to open an insurance claim for the engine damage, and insurance sent an adjuster to inspect the vehicle,(this along two two weeks for approval) claim was approved by adjuster, and also with customer authorization we proceeded to order the parts which some were on backorder, parts arrived last week and vehicle was completed 06/20/2023, vehicle has been sitting inside the my building, since this is a $10k repair, which the customer received payment from insurance company,, after that the insurance drop the coverage for the vehicle, customer has been notified the vehicle is ready for pick up and has not pick up the vehicle. 
  
  
  let me know if you need anymore information  

   

  ***********************;

  Service Manager 

• Initial Complaint

  Date:02/16/2023

  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.

  My drivers side door lock was malfunctioning should have been under warranyty.Honda came to the conclusion that the door had work done to it possibly by a body shop, and refused to fix without payment. When I told them the car has never been to a body shop and all we have done is changed the oil on the car so if it was altered it was before we took delivery of the car from Honda they basically told me I was lying. I was not allowed to take my car without paying a diagnostic fee and since the repair was sensitive had to take it to my personal mechanic to have it repaired. I basically paid $478.00 for something that was under warranty because of their accusation. I complained with Honda of ******* and they are siding with the dealer. Again accusing me of lying about work done to the car to void the warranty. I am not ok with being called a liar and want to put this place on notice. They can not do this to people.

  Business Response

  Date: 02/16/2023

  Customer came in on 01/30/2023, with a complaint of driver side door lock Not working (locking/unlocking), and agreed with a customer signature on the repair order, that if the diagnosis leads into a repair that is NOT covered under warranty, the customer will be responsible for the diagnosis, Technician proceed to take the left front door apart and found door harness and cables disconnected, after futher inspection also found masking tape usually used by body shops, all around the left front as well as over sprayed and broken clips, service manager inspected the vehicle and made the decision that the issue was not a manufactures defect and caused by outside shop leaving the harness and cables disconnected, Attached you will find pictures on everything the technician found upon inspection of the door.

• Initial Complaint

  Date:12/21/2022

  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.

  This is a situation of bait and switch and false advertising. We had agreed upon pricing for a car that has a $5,000 markup (which is absurd to begin with). I conversed with two sale agents who concurred with the original price. I was then transferred to another sales representative that asked for pictures of my drivers license to writeup the contract, and when I received the contract it now had a $20,000 markup. They blamed it on a computer glitch when in reality they tried to cheat me into paying $15,000 more for the car when TWO sales people agreed to the original price. I was about to purchase plane tickets to fly to the dealership as we had everything agreed upon. I have dealt with dishonest car dealers, however nothing as egregious as this one.

  Business Response

  Date: 12/26/2022

  Hello ,

  The quote that ** ********** received via email was a computer generated quote. It was not a commitment or s a binding contract or agreement. We sub out our call center to a third party. The third party did confirm the price  *** ********** received via email. The car that *** **********  requested is a limited addition Civic Type _r which we sell at a premium of $20,000 over MSRP not $5000 over MSRP> Once we received the correct information in the showroom we then sent MR a purchase order for the correct amount. At no time did we make a commitment or take a deposit at the lower price. WE did NOT bait and switch. We merely corrected an error that was an honest mistake . We are sorry the we inconvenienced  **    .However ************ will not speak with us ,only email. Our general sales manager *********************** also tried to correct the situation.  ************ lives in ******** ,we did not take a deposit or verbally commit  to the deal. WE consider the case closed. 

• Initial Complaint

  Date:10/26/2022

  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 June 28, 2022 I discovered my catalyic converter had been stolen from my 2007 Honda CRV from my driveway. I called a tow and had it towed to Honda Valley Stream Service on W ******* Road where I have been taking my car for service for 15 years. Honda still has my car. I explained I am a disabled senior that is in need of the car. I can't afford a rental. It will be 4 months that I am waiting for the major part to fix the car. I elected to wait for a new part because a used part has no quarentee of long life. I realize there is a rash of thefts for this part however, there must be a remedy to receive this part in a reasonable time frame. I feel I have been victimized twice because of this event. I tried complaining to the parts department with no resolution. In the worst of situations waiting for a part 4 months and counting is unreasonable. Perhaps the Better Business Bureau can ascertain what the hold up is and when I will get my car back. HELP!

  Business Response

  Date: 11/11/2022

  We were able to get the converter on rush to get the clients car running. I spoke with her personally and she is very happy.