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:03/08/2024

  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.

  We took our **** ***** ******* in for servicing at Honda East in Cincinnati, OH. on Feb 23rd, that included an oil change. Since we had just bought the vehicle in October and my wife was going on a trip with the car, I wanted to make sure that everything was ok. I asked for a multipoint inspection and was told that they had to change the transmission fluid to do a multipoint inspection. I agreed to it. During the inspection, they found that the oil pan needed changing, but that everything else checked out. I authorized changing the oil pan. I picked up the van on Monday Feb 26th and everything seemed ok. My wife left for her trip on Wednesday Feb 28th, when she was about to reach her destination, the engine light came on. She took it straight to Honda of *** ****** in ****** ***** **. After they performed their inspection, they found that there was no oil in the car, the transmission fluid hadn't been changed and there were a host of other problems that needed to be fixed, including the catalytic converter, which came to 6581.26. I believe that Honda East was either negligent in their inspection or did not perform the work as billed.

  Business Response

  Date: 04/10/2024

  *** ******* complaint that Honda East did not properly service his vehicle is based upon incorrect
  information from a dubious source: a *******-based dealership that charged him thousands of
  dollars for services that his vehicle did not need, as demonstrated by its manufacturer service
  history. Honda East, on the other hand, inspected and serviced his vehicle competently and
  conscientiously, after consulting its service history. Although *** ******* complaint against
  Honda East is without merit, Honda East has assisted him with his concerns and understands that
  he is satisfied with Honda East’s service. For these and the reasons discussed below, Honda East
  requests that this complaint be closed without publication.
  
  *** ***** brought his **** ***** ******* to Honda East for service on February 23, 2024,
  about five months after he bought it. Honda East performed a complimentary visual inspection of
  the vehicle, changed the oil and oil filter, and recommended two additional services, which ***
  ***** approved: 1) changing the transmission fluid, based on the vehicle’s mileage and service
  history; and 2) replacing the oil pan, which was stripped.
  
  According to *** *****, the vehicle’s “check engine” light came on soon thereafter, while his
  wife was driving it out of state. A Honda dealership in ******* inspected the vehicle and
  recommended several major services, all of which were unnecessary because they had been
  performed by another Honda dealership (not Honda East) before *** ***** owned the vehicle.
  Such services—including replacing the timing belt, water pump, tensioner, drive belt, spark plugs
  and antifreeze—are reported in Honda’s service history for the vehicle (see attachment), which the
  ******* dealership should have consulted before servicing the vehicle.
  
  Because the ******* dealership recommended extensive and unnecessary maintenance and offered
  other unfounded and/or misleading observations about the vehicle’s transmission fluid and oil, the
  ****** erroneously believed that Honda East had not properly serviced their vehicle, which led
  to this complaint. But the vehicle’s service history establishes that the opposite is true: Honda
  East exercised appropriate diligence and serviced the ******’ vehicle consistent with its service
  history, while the ******* dealership sold them several costly repairs that the vehicle did not need,
  with one possible exception (discussed below).
  
  Unlike the duplicative services noted above, the ******* dealership’s recommendation to replace
  the catalytic converter (which presumably caused the “check engine” light) may have been
  appropriate. Even so, this does not support any suggestion that Honda East caused or failed to
  detect any problem(s) with the vehicle. Importantly, the “check engine” light was not on when
  Honda East serviced the vehicle, *** ***** did not report any issues that implicated the vehicle’s
  exhaust system to Honda East, and a routine multipoint inspection would not identify a catalytic
  converter that is about to fail. In addition, Honda East did not perform any work that would have
  caused problems with or otherwise affected the vehicle’s exhaust system.
  
  In sum, Honda East performed the services for which it invoiced *** *****, and there is no basis
  for his complaint or his request for reimbursement. Honda East respectfully submits that ***
  ******* complaint against it lies elsewhere and should not be published, and expects that ***
  ***** will agree, particularly given the guidance and assistance that Honda East has given him
  since he filed this complaint.

• Initial Complaint

  Date:02/26/2024

  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 RECEIVED A QUOTE FOR ROUTINE TRANSMISSION SERVICE AND OTHER WORK ON OUR **** ***** *** AND SCHEDULED AN APPOINTMENT FOR FEB 7, 2024. UPON ARRIVING AT HONDA EAST I CONFIRMED THE PRICES FOR THE REPAIRS REQUESTED. THE PRICE FOR THE TRANSMISSION SERVICE WAS QUOTED AT $103.95 + TAX = $111......THIS WAS PROVIDED IN WRITING AND IS ATTACHED. AFTER PAYING FOR THE TOTAL BILL, I REALIZED IT WAS MUCH HIGHER THAN THE QUOTE. I ASKED TO SPEAK WITH THE SERVICE REP, AUSTIN R*****. HE ACKNOWLEDGED THERE WAS A MISTAKE AND SAID SINCE THE TRANSACTION IS CLOSED OUT THEY WOULD ISSUE A REFUND OF $140+ TO MY CREDIT CARD. AFTER A WEEK OF NOT RECEIVING A REFUND, I BEGAN SENDING EMAILS AND TEXT MESSAGES TO HONDA EAST. NO ONE RESPONDED. I CONTACTED AUSTIN R***** VIA PHONE ON FEB 19, 2024, AND HE SAID THEY HAVE A NEW SYSTEM THAT IS CAUSING PROBLEMS BUT DID NOT INDICATE WHEN I SHOULD EXPECT A REFUND. NOW ANOTHER WEEK HAS PASSED WITHOUT A REFUND. I SENT AN EMAIL TO TINA L********** (SERVICE MANAGER) AND BILL W***** ***, (DEALERSHIP OWNER). I HAVE NOT HEARD A WORD. AS NOTED ABOVE THE PRICE DIFFERENCE IS ACTUALLY $166, NOT $140. I HAVE ALSO ATTACHED THE BILL FOR TRANSMISSION SERVICE WHICH TOTALED $259.55 + TAX OR $277. IN ****, THE LAW REQUIRES CONSUMERS BE INFORMED AND PROVIDE AUTHORIZATION TO SERVICE, IF CHARGES ARE GOING TO EXCEED THE ESTIMATE BY 10% OR MORE. THAT NEVER HAPPENED. THE CHARGES FOR THE ROUTINE TRANSMISSION SERVICE WERE 150% ABOVE THE WRITTEN QUOTE.
  
  I AM REQUESTING A REFUND OF $166.

  Business Response

  Date: 02/28/2024

  Honda East has made contact with *** ****** and corrected our mistake. We reimbursed *** ****** $140.80 as this is the amount we agreed upon, and sent a copy of the credit to him. We apologized for our mistake and ensured him this will not occur again. *** ****** accepted our reimbursement to his credit card and seemed pleased with the outcome.

  Customer Answer

  Date: 03/04/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  **** ******

   

  As of today 3/4/2024, the refund has not posted to our **** card.  

  Business Response

  Date: 03/04/2024

  Please see attachment, The dealership ran a credit to *** ******** credit card at his request on 2-27-24. We apologize for this situation, however, we have ran the credit as requested.

  Customer Answer

  Date: 03/06/2024

  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. 
  
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:09/19/2022

  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.

  Dealer’s service department refused to rent a car through their loaner car program, claiming only because their insurance does not cover customers that have ***** insurance. They will allow any other insurance carrier, but not *****. The car I bought thru them is a Honda, and the dealership sold me the car under the assumption I could continue using their loaner program, which rents new Hondas to customers using their service department. I have already used one of their loaner cars while they installed a bike rack on this sane new car. Instead, when I arrived at dealership to drop off car, I was told loaner policy changed and cannot help me. They offered a rental through enterprise the next day. Instead I asked for a consult with service manger Tina, who refuses to contact me. I then went to salesperson that sold me more than one Honda for this dealership, and he fears getting involved as he’s afraid to lose his job.
  
  I contacted ***** who says I’m fully insured to rent any car and they suggested I speak to service manger too to discuss. I told them about how I get zero response, and ***** suggests I contact attorney for options.
  
  Right now, I’m making a final attempt for an informal resolution. I feel cheated, deceived, and discriminated against because of my choice of auto insurance. When I asked fir the name of their insurance company, they refused I asked if they are self insured, again no answer.
  
  I do not feel this is any way to treat a long term customer who’s never harmed one of their cars, has used their loaner program for years, and have bought many new cars here.

  Business Response

  Date: 10/05/2022

  ******-
   
  I'm responding to complaint #******** (* ******), filed on September 19, 2022.
  I apologize for the delay in responding.
   
  Honda East and * ****** have mutually resolved the complaint issue. There is no further action required by either party.
   
  Please reply back to my email that you have received my reply.
   
  Regards-
  Neil B*******
  General Manager
  Honda East Cincinnati