Complaints

This profile includes complaints for Honda Marysville's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Honda Marysville

  640 Colemans Xing Marysville, OH 43040-7040

  
• 

  Honda Marysville

  4391 Cleveland Ave Columbus, OH 43224

  
• 

  Honda Marysville

  750 Colemans Crossing Blvd Marysville, OH 43040

  
• 

  Honda Marysville

  770 Colemans Xing Marysville, OH 43040-7067

  

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:07/02/2025

  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.

  I purchased a vehicle from Performance Luxury Sport on October 14th of 2024, I then received the vehicle on Oct 30th after the dealer had received their funding from ***************... as Soon as I received the vehicle there were lights on the dash for tpms which is the tire sensors I then took it to Porsche of ********** to get fixed, then I had an issue with the Torque converter and I took it to Porsche to get fixed and got the vehicle back in a months time, Then the exhaust system failed in February and it was never disclosed to me that the vehicle was equipped with a aftermarket soul performance exhaust system which is not covered by the Porsche Warranty that is active and the dealer somewhat initially took a initiative to get it resolved with {Porsche of Birmingham by sending a check for 6k to fix part of the issue and now we're in July and the vehicle is still not completely repaired I've paid 30k in payments on this vehicle and 1500 in insurance and yet am actually drive and enjoy the vehicle which is the sole reason of this purchase...I would like a check back for the payments and interest paid otherwise I am seeking legal advice to get this rectified since the dealer failed to disclose and when asked stated that the vehicle is stock

  

  Business Response

  Date: 07/09/2025

  Good afternoon,

  Please see the response to Mr. ********* complaint below from **** ******, General Manager at Performance Luxury Sport:

  On 2/19/25, I was notified that he was having an issue with the Porsche and to reach out to him. Speaking with him he stated that the ******* had arrived with a tire pressure issue and after driving for a while a check engine light came on. He took it to a ******* dealership and the check engine light was due to a Performance Exhaust. He had asked that we pay for both of these items.
  
  On 3/04/25 was the first I heard back from Mr. ********  Mr. ******* finally provided me a copy of the repair order for Porsche so I could confirm cost. On 3/11/2025 we made payment in full ($6951.68) for the repairs directly to the Porsche dealership.
  
  7/7/2025 upon receiving this complaint, I reached out to **** at Porsche Birmingham. He confirmed that the Mr. ******* does have his car. He also stated the *** is still on in the car as the client did deny the work we paid for, but the car is 100%drivable but the *** is on due to the car recognizing a performance exhaust. He stated Mr. ******* was asking for Porsche of Birmingham to cut him a check for the uncompleted work as he wanted to sell the car and not keep it. The service advisor **** did state they were asking Mr. ******* to pay an additional $2000 core charge for exhaust replacement. I did confirm to them I would pay that to them directly to resolve any of Mr. ******** issues if he does bring the car back in for service completion.
  
  
  To note:  Mr. ******* canceled his extended warranty 3/30/25

  The dealership will not make any further reimbursements for Mr. ********* vehicle.

  Customer Answer

  Date: 07/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23548531
  
  I am rejecting this response because: 
  
  Ive reached out 5 times since they initially paid for the replacement exhaust which was underquoted by Porsche of **********, I got the vehicle out the shop because I was frustrated that it had been sitting there for months on end and Ive been making payments on it with out even driving it, I took it out to see what Id get for it and with it having a check engine light the value is much lower than it would be on a standard basis, Ive attempted to reach out 5 times to **** the ** of performance luxury and he continued to ignore my emails and Porsche of Birmingham emails and as soon as he received the bbb complaint he chose to agree to paying that difference, I want to be reimbursed for the payments that Ive made on it since I didnt get to fully enjoy it since it sat in the shop and is currently just parked with a check engine light till I find a sale thats not as big of a hit on my pockets, its crazy to me that I have to deal with this when I purchased a luxury piece worth over 150k thats sitting here with a check engine light, and side note I cancelled the extended warranty because the dealer did not disclose the vehicle has an aftermarket warranty which voids out the extended warranty regardless.
  Regards,
  
  ****** *******

  Customer Answer

  Date: 07/09/2025

  Complaint: 23548531
  
  I am rejecting this response because: 
  
  Ive reached out 5 times since they initially paid for the replacement exhaust which was underquoted by Porsche of **********, I got the vehicle out the shop because I was frustrated that it had been sitting there for months on end and Ive been making payments on it with out even driving it, I took it out to see what Id get for it and with it having a check engine light the value is much lower than it would be on a standard basis, Ive attempted to reach out 5 times to **** the ** of performance luxury and he continued to ignore my emails and Porsche of Birmingham emails and as soon as he received the bbb complaint he chose to agree to paying that difference, I want to be reimbursed for the payments that Ive made on it since I didnt get to fully enjoy it since it sat in the shop and is currently just parked with a check engine light till I find a sale thats not as big of a hit on my pockets, its crazy to me that I have to deal with this when I purchased a luxury piece worth over 150k thats sitting here with a check engine light, and side note I cancelled the extended warranty because the dealer did not disclose the vehicle has an aftermarket warranty which voids out the extended warranty regardless.
  Regards,
  
  ****** *******

   

  I would like to also like to add that the dealer Performance Luxury Sport sold me a vehicle that does not meet federal law  because the catalytic converter was removed when the aftermarket exhaust was put on and this is against *** regulations and the clean air act

• Initial Complaint

  Date:05/06/2025

  Type:Order 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.

  They deceptively added a $5,000 warranty to my vehicle purchase.The way they do this is by giving you 3 options for your monthly payment amount and ask you which one you can afford. By picking the lowest amount you are choosing the $5,000 dollar *********** 4th option with no warranty is offered and they dont disclose by picking the lowest option that you are selecting a $5,000 warranty.When discovered we demanded they remove this charge. They claimed they would refund it but one month later I still am paying interest on this and it hasnt been refunded.

  

  Business Response

  Date: 05/12/2025

  Good afternoon,

  The refund check for Mr. **** was sent via overnight mail to American Honda *************** today.  See attached. 

• Initial Complaint

  Date:11/02/2024

  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.

  Date of Transaction: September 19, 2024 Amount Paid: $18,801.92 Business Commitment: The dealership sold us a 2015 Honda CR-V with assurances that it had been fully inspected and was in reliable condition. Based on this representation, we proceeded with the purchase, trusting that the dealership was compliant with Ohio law, including the Ohio Consumer Sales Practices Act (CSPA), which mandates that vehicles sold to consumers should be fit for their intended purpose and free from undisclosed major defects.Nature of the Dispute: Within 60 days of purchase, and after fewer than ***** miles of driving, the vehicle developed a serious transmission issue, making it unreliable and unsuitable for our needs. Given the short period of ownership and the dealerships assurance of the vehicles condition, we believe the dealership has a responsibility under the Ohio **** to address this defect.Attempts to Resolve: We have made multiple attempts to resolve this matter directly with the dealership, including discussions with their manager, **** ******. Unfortunately, they have only offered to split repair costs, which does not sufficiently address the issue. We requested either a trade-in close to the original purchase value or full coverage of repairs, but these requests have not been met.Desired Resolution: We are seeking a fair resolution in compliance with the Ohio ****. This includes either a trade-in close to the original purchase price toward a reliable replacement vehicle or full coverage of the repair costs to restore the cars dependability. Additionally, we request a loaner vehicle during the resolution process to meet our immediate transportation needs.

  

  Business Response

  Date: 11/04/2024

  Good afternoon,

  *** **** purchased the vehicle As-Is with ******* miles on it and declined the purchase of a service contract.  *** **** took the vehicle to be inspected by his technician prior to purchase and the technician gave the vehicle a clean bill of health.  **** ****** at Honda Marysville offered to help *** **** with the repairs and on Saturday, *** **** accepted the offer.  Honda Marysville is covering 75% of the cost and the customer is paying 25%.  ********************** is providing a rental vehicle at no charge while the vehicle is being repaired.  Honda Marysville is installing a remanufactured transmission from Honda which carries a 3 year/36,000-mile warranty. 

• Initial Complaint

  Date:08/09/2024

  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.

  Traded in my 2020 Range Rover P525 HSE for a 2021 **** Q8. Took delivery of the new car on 6/25/24. Since then I have been fighting back and fourth to get a copy of my title or the title itself to register my new car with michigan plates. The temporary plate that was on it has expired now that it has been 45 days. No one will return my calls. The finance manager ***** will occasionally respond to my text messages, but thats about it. Side note they still have yet to pay off my trade in as of 8/8/24 so that has been an added expense of a vehicle I dont even have in my possession, but legally responsible for the bank note. All I tend to get is a lot of run around from them. I should have known when they were so persistent on using their banks for financing that something was shady and I should have walked away, wishing now that I had.

  Customer Answer

  Date: 08/09/2024

  I know it has not been long since this claim was reported but I am literally desperate. I cant plate my new car they wont send me a temp plate. I am now not able to work as my career involves travel. Its hard to work when you dont have a legal car to drive. Please Please Help! And side note ***** lied on paperwork with the bank ************** and said the car was certified when it wasnt not certified by the manufacturer. 

  

  Business Response

  Date: 08/13/2024

  Good morning,

  In response to the complaint filed by ******* ****** against Performance Luxury Sport, the dealership has communicated with this customer throughout the process, including the tracking information for the title.  The titled as delivered on 8/12 via ***** tracking # ************* and the payoff was delivered to the lien holder on 8/12 via ***** tracking # ************.  The dealership did not tell Mr. ****** that the vehicle was certified.  Performance Luxury Sport is an independent dealership, not a Franchise Dealership.  The dealership did inform Mr. ****** that according to the CarFax, the vehicle has an estimated 6 months or 28k miles of basic manufacturer warranty remaining.      

  Customer Answer

  Date: 08/19/2024

  You can see time stamps from paperwork, text messages, and emails of me requesting information, still not receiving it, they still have not paid off my car. Found out on friday last week 8/16/24 that they have still not paid off my trade in, and to top it off they didnt even send the payment they reference to the correct credit union. I took delivery on 6/25/24. My car should have been paid off, but instead I had to make a payment for June in the amount of  700 even though it should have been paid off. I had to pay 50 to skip my July payment, and now I am approaching the due date on my august payment for a *********** I have not had ownership of 6/25/24 when they brought me the **** and drove off in my rover. 

  Friday I reached out to let them know what has happened and still no contact from anyone but ****** I dont know how to get this handled and dealt with. The amount of stress and anguish this is causing me has been detrimental on my finances as well as my mental health. Its exhausting, and I have never once had a phone call from a manager. I have left several messages with **** the sales person, Trae, ****** and a couple other people who answered the phone. 

  I feel like I am rambling and I would be more than happy to have a phone call with you to follow up on details. There has just been so much back and fourth with these people since June I couldve probably send a novel of text messaging. 

   

  Either way the car needs to be paid off and I want my 700 car payment reimbursed because if it had been paid off properly I would have never had to make the payment. I even waited till the 4th of July to make the payment to see if it was just taking a little longer to pay off, but nope they just never paid it off. 

   

  Customer Answer

  Date: 08/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22114657
  
  I am rejecting this response because: The car is not paid off yet, fees keep accruing for my trade that they took, but havent paid off, they lied and said it was certified and had me sign paperwork saying so, when in fact the **** I purchased is in the shop today, getting things fixed that have been broke since they brought it to me. Broken door handle, damaged rims, blown speakers, and a drivers side mirror that clicks and pops going in and out and gets stuck. The door handle is probably the most dangerous, because when the self closing door lock fails, the car wont lock and you cant shut the door with out having to shut it really hard, and then it still wont lock. I just want this made right, I want it taken care of, and I would like some solid communication about how they plan to fix things instead of just blowing me off and no one responding. 
  
  Regards,
  
  ******* ******

  Customer Answer

  Date: 08/19/2024

  Here is screen shots of communication for you 

  Customer Answer

  Date: 08/19/2024

  More screen shots in order with the others 

  Customer Answer

  Date: 08/19/2024

  More text screenshots 

  Customer Answer

  Date: 08/28/2024

  Per documentation I attached, it states that the vehicle was certified. I will attach those again. Finally got the car payed off friday of last week. Now my issue is that they will take no responsibility for the broken mirror. It was broken when I received it, but it was under warranty so I didnt make a fuss about it. It also had a broken passenger door handle and blown speakers, both of which were repaired and covered under warranty. It was the same service appointment that they fixed the door handle and the blown speakers that I found out about the accident with the mirror and the rims.  The mirror is damaged from an accident per **** of ************. So the mirror will not be covered to repair. I emailed **** the manager about this, and they basically said because I have had the car this long they wont cover it. Well first and foremost it was a full time job just trying to get payoff handled and a title so I could legally drive the car. After waiting to be able to get it into **** for service, thats when I found out the mirror was broken from an accident. They also pointed out that the rims in the front were damaged from an accident and that is why the tires isnt holding pressure properly. I just want them to make this right and fix the broken items. This has been about 3 months of torment and stress trying to get this all settled. 

   

  In one of the attached documents you can even read where I questioned about it being certified. Then ***** told me I needed to sign it anyway so I did reluctantly just to help make these people go away. The amount of time and stress this has caused has been insane. I am exhausted from this nightmare. 

  Customer Answer

  Date: 09/09/2024

  ******* ******* <****************************>
  Sep 5, 2024, 6:07 PM (4 days ago)
  to disputeresolution
  
  Attached is my communication from the dealership. I have asked them to cover what was broke from an accident never reported to me before I purchased the car. At first I thought it was broken just like the other items that came broke on the car, but you can see from **** that it was not covered due to an accident. Unless it gets fixed it will just continue to burn out motors that bring the mirrors in and out. If I wouldnt have taken it in for service to get the blown speakers, mirror problem, broken door handle, etc, I would still have no idea that it was in an accident. 
  
  I am exhausted battling these people, please help get this settled for me. This is now approaching 3 months of torture and frustration going back and forth with them on all the different issues.  It will most certainly be the last time I ever buy from them or any other vehicle sold in ***** 
  
  Thank you for your time and help,
  
  Anthony 
  
  ---------- Forwarded message ---------
  From: ******* ******* <****************************>
  Date: Tue, Aug 27, 2024 at 10:31 PM
  Subject: Re: Subject: Request for Assistance with Broken Mirror Replacement
  To: **** ****** <[email protected]>
  
  
  The mirror clicked and popped since I took possession, just like the passenger door handle was broken and would jam occasionally so you couldnt get the door open or sometimes lock the car. When **** of GR had it in the shop thats when they told me about the mirror being in an accident. Thats when they also pointed out the extensive rim damage to me. I was going to let the mirror slide until they told me it was broken due to accident and that my warranty wouldnt cover the repair. Thats why I am asking it to be handled. 
  
  On Tue, Aug 27, 2024 at 5:57 PM ******* ******* <****************************> wrote:
  I was to dang busy trying to get things handled with the pay off and plates, while making two car payments and one I couldnt drive for a week because i didnt have a valid plate the other not in my possession. Further more I didn't know about the mirror till **** told me. I thought it was just a bad motor. I am really hoping we can come to a resolution on this. I was only able to get it serviced with **** when I did, they had nothing sooner. The dealership is willing to provide documentation the mirror had an accident which should have been  on the car fax and it wasn't. 
  I am asking you to make the last part of this correct and we can all move forward. 
  
  
  On Tue, Aug 27, 2024 at 2:02 PM **** ****** <[email protected]> wrote:
  *******
  
  Per our inspection we noted no issues with the mirror. This is something the techs would have inspected.
  
   
  
  I am not aware of any curb rash on the wheels at time of delivery. Unfortunately with this not being brought up until approximately 2 months after delivery of the car to you, and over ******************************************************************* fixing.
  
   
  
  **** ******
  
  General Manager
  
  **************************************************************************
  
   
   
  
  From: ******* ******* <****************************>
  Sent: Tuesday, August 27, 2024 12:31 PM
  To: **** ****** <[email protected]>
  Subject: Subject: Request for Assistance with Broken Mirror Replacement

  ****, I hope this message finds you well. I am writing to bring to your attention an issue I am experiencing with my vehicle's mirror. I recently consulted with **** of Grand Rapids regarding the broken mirror, and they informed me that it cannot be repaired due to the fact that it was involved in an accident. Given this situation, I would like to request your assistance in arranging for a replacement and proper repair of the mirror. I appreciate your attention to this matter and look forward to your prompt response.  The rims on it have also been ran into curbs, I attached pictures of that as well. I am hoping something can be worked out for all of this. Im feeling concerned the vehicle in question may have been in some form of an accident that damaged the rim and the drivers side mirror. 
  
   
  
  Thank you for your help. Best regards, 
  
   
  
  Anthony 
  
   
  
  I have also attached the repair invoice from ****************** 

  

  Business Response

  Date: 09/17/2024

  Good afternoon,

  August 27 was the first correspondence that the dealership (**** ******) received from Mr. ****** about a mirror issue or curb rash since he took ownership of the vehicle in June 2024. Since taking ownership, Mr. ****** has put 2000 miles on the car.  The dealership checked their inspection and photos of the vehicle and no damage to the mirrors or wheels was noted at that time.  At the time of purchase, Mr. ****** received and signed a copy of the Carfax reflecting the vehicle had not been reported as being involved in an accident. In his last email correspondence with the dealership, Mr. ****** stated that he was going to get a quote from a body shop for the mirror repair and send it to them.  **** ****** did tell Mr. ****** that he would participate with some goodwill for repairs if prior bad reviews (3 of them) were removed.  As of today, the dealership has received no repair quote.     

  Customer Answer

  Date: 09/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22114657
  
  I am rejecting this response because: If they inspected the car like they claim, it wouldnt have needed repairs. Its not like I bought a ***, its a 60k **** q8. I did not bring attention to it sooner, because I assumed it was the cars failure just like the other repairs. Then the **** dealership called to let me know the car was ready for pickup. When I went to pick it up thats when the service advisor told me they couldnt repair the mirror because the warranty rejected the coverage because the mirror had an impact. Imagine my surprise when I find out the car I just bought had an accident that wasn't repaired or reported. I showed the manager a screen shot of when communication took place for the repairs back in July. Fast forward to waiting for parts and them to be able to get me in, thats what pushed me into August. I was really ready to be done with this dealership, thats why I never pursued action on the repairs until I found out about the mirror not being covered. That is also when **** pointed out all the road rash on the front rims because I had them do a total inspection at my cost to make sure everything was on the up and up after waiting about 2 months for the title and all the back and forth this dealership and no results i just didnt feel confident in the car. Clearly they arent managed well, as they sent the payoff check for my trade in to the wrong bank not once but twice. **** also told me I need to prepare for brakes  this fall. Literally have put maybe 3k miles on it and it needs breaks, again clearly another reason I am second guessing the inspection they claimed to have put it through. Speaking of warranty I still have not received any information on the extra warranty I purchased even though its been requested about a dozen times from  Kumar their financial person I worked with. 

  I just really want this to be made right. I updated them this morning to know I have an appointment to get a quote for repairs from the body shop on Monday as thats the soonest they could get me in. The fact that I had to park my car and wait for my title because my temp plate had expired and they would do nothing about it, now this, I mean honestly just step up repair the broken car you sold me, then claimed it was certified and inspected when it wasnt. Or someone inspected it from across the parking lot. Like I said I still have paperwork from the previous owners in the glove box. **** Grand Rapids told me if it in fact it was certified and inspected, none of these repairs would be needed, thats not how **** rolls when they certify a car. Its just really frustrating, and its irritating thats they keep acting like they did nothing wrong like jack me around about a title, financing, and now a car with damaged rims a broken mirror and other repairs, and now needing breaks in the very very near future. 

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

  Customer Answer

  Date: 09/23/2024

  Just thought you should know about how nothing has been fixed and made correct yet, but they have been calling multiple times and I'm not willing to communicate other than text or email so I have proof of the communication. I have advised them of this several times. I also thought its really interesting how they have asked me a couple times now to pull reviews and close my case with the BBB when its not settled yet. I have attached screen shots of the emails noting this and more details. I am waiting for quotes back from the repair shop for fixing the mirror and getting the road rash repaired. I have found a reliable company that can repair them, which will save performance luxury a lot of money instead of having them replace them. I am trying to be reasonable, and they will not even commit to paying for these repairs. They claim I waited to long, and want to split the cost, but you can see when I initiated contact with ****. I never reached out until after I went to pick up my car to only find out the mirror isnt covered by warranty due to an accident. Had I know that it wouldnt be covered, I would have contacted sooner, but it was not until service that I learned about it being broken from an accident, so naturally its not covered. Since I have purchased the car, I have only driven it 2200 miles. I feel like thats a very low amount considering I received it back on June 25 th and its now Sept 23. I have also requested information on my extended warranty multiple times and neither ****, nor ***** have provided that to me, and I have been asking for that since before I even took delivery of the car. 

  Customer Answer

  Date: 09/23/2024

  Just thought you should know about how nothing has been fixed and made correct yet, but they have been calling multiple times and I'm not willing to communicate other than text or email so I have proof of the communication. I have advised them of this several times. I also thought its really interesting how they have asked me a couple times now to pull reviews and close my case with the BBB when its not settled yet. I have attached screen shots of the emails noting this and more details. I am waiting for quotes back from the repair shop for fixing the mirror and getting the road rash repaired. I have found a reliable company that can repair them, which will save performance luxury a lot of money instead of having them replace them. I am trying to be reasonable, and they will not even commit to paying for these repairs. They claim I waited to long, and want to split the cost, but you can see when I initiated contact with ****. I never reached out until after I went to pick up my car to only find out the mirror isnt covered by warranty due to an accident. Had I know that it wouldnt be covered, I would have contacted sooner, but it was not until service that I learned about it being broken from an accident, so naturally its not covered. Since I have purchased the car, I have only driven it 2200 miles. I feel like thats a very low amount considering I received it back on June 25 th and its now Sept 23. I have also requested information on my extended warranty multiple times and neither ****, nor ***** have provided that to me, and I have been asking for that since before I even took delivery of the car. 

  Customer Answer

  Date: 09/23/2024

  Just thought you should know about how nothing has been fixed and made correct yet, but they have been calling multiple times and I'm not willing to communicate other than text or email so I have proof of the communication. I have advised them of this several times. I also thought its really interesting how they have asked me a couple times now to pull reviews and close my case with the BBB when its not settled yet. I have attached screen shots of the emails noting this and more details. I am waiting for quotes back from the repair shop for fixing the mirror and getting the road rash repaired. I have found a reliable company that can repair them, which will save performance luxury a lot of money instead of having them replace them. I am trying to be reasonable, and they will not even commit to paying for these repairs. They claim I waited to long, and want to split the cost, but you can see when I initiated contact with ****. I never reached out until after I went to pick up my car to only find out the mirror isnt covered by warranty due to an accident. Had I know that it wouldnt be covered, I would have contacted sooner, but it was not until service that I learned about it being broken from an accident, so naturally its not covered. Since I have purchased the car, I have only driven it 2200 miles. I feel like thats a very low amount considering I received it back on June 25 th and its now Sept 23. I have also requested information on my extended warranty multiple times and neither ****, nor ***** have provided that to me, and I have been asking for that since before I even took delivery of the car. 

  Customer Answer

  Date: 09/30/2024

  I just wanted to let you know a resolution has finally been made, and they issues a check for cost of repairs. I wanted to wait until the check cleared before I closed this out, and it has been deposited with no issues to cover the expenses. 

  I would like to express my gratitude and appreciation for everything you have helped with in holding them accountable. I am happy to close this chapter with them, and move forward, and never look back. 

  Thank you again for your help with this!

  Anthony 

• Initial Complaint

  Date:05/09/2024

  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.

  On April 10th 2024 my wife and I went to Honda of Marysville to look for a new car. We ended up getting a 2015 Mazda cx-5 for $15,555 with 79,233 miles on it with a $700 deposit. After a couple of days driving the car we realized we didn't like it at all and wanted to return the car or trade it for another car with a similar or higher price but that had more of what we wanted. We were told the dealership doesn't do returns or trade backs, that the loan was already in our name and the best they could do was trade it in 6 months so we settled for what we got. A week or two went by and we still didn't have a clue who our loan company was or when we would get our title and every time we called Honda they were rude and acted like it was nothing we would just have to wait. Week three still no word so we called again, this time they said the loan never went through because the paperwork was blurry and they had been trying to get a hold of us for two weeks, mind you we have emailed, text and talked on the phone and they have our work and home address, yet they couldn't get in touch with us? They did tell us who our loan was going to go through though. Nevertheless We sent our paperwork again and now another week has went by today is may 9th (29 days) and the loan company is now saying Honda sent them too low of a price for the car and has now sent in a new price and until that's approved we still have no loan. Our temp tags are up tomorrow, Honda is saying they will pay us back for new temp tags but we don't trust them at this point. We don't even know if were truly approved for this car loan and we are driving the car. We didn't want the car in the first place and were told since its in our name we couldn't return it and now we can't even get our loan or title for it and its still not in our name.

  Customer Answer

  Date: 05/15/2024

  Yes, my name is ********* *******. This message is for ****** on, um, I filed a complaint against Honda Marysville and I'm trying to give you an update of what's going on. They have took the car back, uh, and accepted us to get out of our contract, but they're holding our down payment hostage. I don't mean, I don't know why we can't get our down payment back. They just keep giving me loops and loops and loops and excuses. So is there any way you can call me back at ###-###-####? Kathleen gave me your number and transferred me to you. Again, my name is ********* *******. All right, thank you. Bye.

  

  Business Response

  Date: 05/21/2024

  Good morning,

  The refund was issued to Mr. ******* on Thursday, May 16.

• Initial Complaint

  Date:04/05/2024

  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 have had my 2021 Honda Accord serviced at Honda Marysville numerous time during the last 3 years for a brake issue that began when the car had only 8K miles. I am experiencing an EXTREMELY loud groaning sound that is clearly abnormal when I reverse. The dealership has been able to replicate the issue numerous times and did at one point replace the break pads under warranty. This however did not fix the issue. I have also been in touch with a case manager from American Honda who was not able to advise of any possible solution. After a visit to Honda Marysville in the Autumn of 2023, I was told that the dealership is declining to fix the issue and that I need to wait on a solution to be presented by the manufacturer. I was also told that the manufacturer was investigating the issue and to expect a recall within 60-days to address what was thought to be faulty brake pads. It is now almost 5 months later and I have not been presented with a solution from the dealership, nor the manufacturer. I contacted the service manager at Honda Marysville a few weeks ago and he did not respond so I contacted him again on March 30th and he replied to indicate there is nothing that can be done and that one again, we are waiting on a solution from the manufacturer. I get the run around every time I try to resolve this issue and absolutely no support from the dealership that sold me this piece of junk car. The service manager connected me with the sales team as I am frustrated and want to get rid of the car. I called the sales representative on March 30th as I feel the dealership is obligated to offer a credit toward a new vehicle and I of course did not hear back from the sales representative. The lack of response is completely unacceptable and the lack of support is frankly shocking.

  

  Business Response

  Date: 04/10/2024

  Good morning,

  Please accept this as the formal response from Honda Marysville to the complaint filed by **** ****.  Mr. **** is 100% correct.  American Honda does have an issue with the rear brake pads making noise.  This noise, while annoying, does not affect the brake operations or the safety of the brake system.  American Honda requested that the dealership not continue to put new brake pads on the vehicle until they determine a fix.  Yesterday Honda Marysville spoke with both their Honda rep as well as the Honda Field Engineer and both confirmed there is still no fix to correct the noise. Mr. **** is a valued customer of Honda Marysville, and they wish there was more that they could do but unfortunately, they must wait to get the answer to the problem from American Honda. 

  Customer Answer

  Date: 04/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21534001
  
  
  
  I am rejecting this response because: Honda Marysville sold me this vehicle brand new in 2021 and this issue presented at only 8,000 miles. Nearly 3 years and 50,000 miles later, Honda Marysville has continued to brush off the issue and give me the run around. They have never attempted to make this situation right. They replaced the brake pads KNOWING this was not the underlying issue. If the service center that's affiliated with the dealership cannot present a fix, the right thing to do would be to work toward an alternate solution, a different vehicle in this case, not continue to treat the customer (myself) like an ignorant fool. I understand that automobiles start to have issues over time. That's not my concern here. THIS WAS A BRAND NEW VEHICLE THAT HAS BEEN FLAWED FROM DAY 1. This is not like getting the incorrect order at a fast food restaurant. This was a $35,000 purchase from this dealership and their response is to point and laugh. Completely unacceptable. The service manager connected me with someone from sales who called once and then did not return my call after. Again, completely unacceptable. I have tried to be patient and reasonable throughout this process and it's gotten me nowhere. I would strongly suggest working with me on a solution. I otherwise will be left with no other choice than to take legal action, which I do have the time, energy, and financial resources for at this point.
   
  
  **** ****

• Initial Complaint

  Date:08/06/2023

  Type:Customer Service 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 need a copy of the invoice for an oil change I had completed last March, as I have lost the paperwork. I used a chat online on www.hondamarysville.com and requested a copy a month ago. I have called Monday through Saturday and the phone just rings on and on. I tried ###-###-#### a Sales and a Service number from the website today and no one picks up. I have a black 2012 Toyota ForeRunner SR5 that I purchased at Marysville Honda two years ago. Ive had two oil changes completed there since that time. The oil change service took so much time that I was not charged for the same. I need a copy of the invoice to keep my warranty active.

  

  Business Response

  Date: 08/07/2023

  Good afternoon,

  Attached is the receipt for the recent service visit as requested in the complaint.

  Customer Answer

  Date: 08/08/2023

  I accept the business's response to resolve this complaint.
  
  

• Initial Complaint

  Date:06/24/2023

  Type:Product 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 a 2020 Honda Civic and was driving to work and the car slammed on the brakes all of a sudden with nothing in front of me, I took it in and was told I was out of warranty and it would be $90 to hook it up to see what the issue was. I have an extended warranty and to be honest after hearing that I lost my mind. This is a system Honda installed in my car and is a safety risk and was told I had to pay $90 to see what the issue was. My car has VERY low mileage on it and I was not asking for a new engine..etc. A car should not stop on its own EVER. My car has 21000 miles on it and I don't have to drive very far to work..etc. Honda has been investigated for this issue and I am told I have to pay to even see what the issue is even with an extended warranty. Why am I paying for an extended warranty when I am not covered? I ended up leaving pissed off and Youtubed how to disable the Collision Mitigation Braking System. This is not an owner issue this a manufactuer issue and I should not be responsible for paying for something that is faulty that the company I bought the car from installed in my car. I want this fixed and compensation for the trouble I have had dealing with this. Honda sends mail saying they want me to upgrade and they want my car back but why would anyone want a car that stops suddenly on it's own? This issue is a BIG safety issue and needs to be fixed asap. I honestly don't think I will ever buy from Honda again and it's sad because I loved my cars I got from them. Side note when I went I was a few weeks outside of the normal "three year" warranty and was not given any options aside from paying before they looked at my car

  

  Business Response

  Date: 07/05/2023

  Good afternoon,

  **** ***** and **** ******** at Honda Marysville have made numerous attempts to contact Mr. ****** via phone but have had no response.  Honda Marysville would like to have Mr. ****** bring the vehicle to the dealership to have Honda diagnose the issue and also help Mr. ****** get this cost covered by Honda.

  Customer Answer

  Date: 07/06/2023

  [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 accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/30/2023

  Type:Customer Service 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 bought a 2018 Honda CRV back in 2020. I recently paid it off in August of 2023. Since I paid it off early I was entitled money back for the program I paid for. I called and spoke to a ****** **** and he told me that I should send over my title and from there he sent me a document to sign. Once I signed the document I didn't hear back from him. I emailed and called, but I didn't hear anything. I went on their website and noticed that ****** **** no longer worked there. I then called several times, but I was always transferred to another person who would then transfer me to a voicemail. I left several voicemails, but no one called me back. I decided to go in person to Marysville in December after not hearing back from anyone. The receptionist told me to follow her and that she would let someone in the back know I needed to speak to them. Once she came out, instead of being able to speak to someone, she told me that my check was already in the mail and that I should receive it at the end of the month or next. That was in December. In two days it will be April. I called back this week and was transferred several times. The receptionist, ******, finally said that a **** ***** would call me, but that she was out to lunch. A few minutes later a man named ******* called me back asking me a few questions. After he found my documents that I did sign documents and saw that I had never moved from my current address he said he would call me back. It is now several days later and I have not heard from him or anyone else.

  

  Business Response

  Date: 04/06/2023

  Good morning,

  Honda Marysville apologizes for any miscommunication with Ms. ********.  **** ***** at Honda Marysville spoke with Ms. ******** yesterday to explain that Honda Financial removes the amount of the GAP Insurance refund from the loan and reduces the payoff amount of the loan.  Honda Financial debits the dealerships bank account for that amount.  Please see attached.  

  Customer Answer

  Date: 04/20/2023

  Complaint ID # 19877967 - Honda Marysville
  
  ********* ******** <[email protected]>
  Wed, Apr 19, 11:27 PM (14 hours ago)
  to [email protected]
  
  I have heard back from a representative from Honda Marysville. I was informed of that the gap insurance refund that I was first told I was to receive was incorrect and that it was already deducted from my payoff amount. This was all news to me. When I received the title to my car the letter I received said to call your dealership to see if I was owed a refund. I called Honda Marysville where I spoke to a now former employee. That employee let me know that I was owed $500 as a refund and sent me a document to sign. I signed the documents and then heard nothing back for months. I eventually drove up to Honda Marysville, and was told that my check had already been sent and I should receive it in the mail by the end of that month or next. Months after that I tried to reach a person, and not a voicemail, again with a lot of run around. It wasn't until I made a complaint to the BBB that I finally received an answer. I wish I didn't have to go through the waiting and back and forth to finally have an answer. The person I spoke to, **** *****, was apologetic and explained what should have been  initially said to me all those months ago. I'm glad to at least have an answer. 
  

  
  

  

  Business Response

  Date: 04/20/2023

  Good afternoon,

  I do not believe there is a response needed to the rebuttal.  The consumer states that she has the answer.

• Initial Complaint

  Date:03/16/2023

  Type:Product 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.

  will not refund money after paying for a remote start 425 dollars in October 2022 have bine trying to call just keep getting the run around last person i talked to was mark miller talked to him feb 25 2023 he said they would mail the check feb 27 2023 never received called back Saturday march 4 started calling around 1030 in the morning didn't get to speak to anybody till 2 in the afternoon then they said they would mail the check march 6 and tolled me to call jill at 614 944 6138 if did not get refund no answer no call back and still no refund and not to mention the the truck they soled me a 2013 f250 the salesman **** ******* tolled me they keep the truck a week after parches to fix everything wrong with it nothing was done to the truck almost a 1000 dollars later replaced wheel Barings, Tiy rods, drag links , blower Moter for the heater and brakes and rotors

  

  Business Response

  Date: 03/20/2023

  Good afternoon,

  Honda Marysville apologizes to Mr. ******** for the continued oversight in getting this check to him.  The check is being sent out to him tonight via FedEx Overnight delivery.  Attached is the FedEx tracking information for your reference.

   

  Customer Answer

  Date: 03/25/2023

  [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 accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ***** ********