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:03/18/2025

  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.

  On 11 APR 2024 **** ******* ***** in San Antonio replaced all of my fuel injectors on my 2016 Honda Pilot. When I visited Fowler Honda on 15 JAN 2025 they determined that one of the fuel injectors needed to be replaced. They refused to provide the repair at no cost because the replacement at Hill Country was part of a recall. However, they admitted that it should not have failed so quickly and would have normally been covered by a warranty. It is clear that the problem is either a defective part or defective maintenance. Honda should stand behind their products and work. Honda should do the repair for free. I tried to resolve this with the dealership by talking to the management and submitting a corporate feedback form with no response.

  Business Response

  Date: 03/19/2025

  Dear Better Business Bureau,

  In regards to customer complaint ********* we would like to apologize to *** ***** ****** and his experience at Fowler Honda in Norman, Oklahoma.  Fowler Holding Company and Fowler Honda truly try to be an advocate for the customer in all claims against the manufacture.  As described by *** ***** ***** the service manager at Fowler Honda: 

  **** ****** had injectors replaced
  under Honda warranty extension 20-100 in April of 2024 when the vehicle had
  138,872 miles on the odometer at a dealer in Texas. Customer came to our dealership on 1-15-25
  at 161,611 miles for a drivability diagnosis. We determined the fuel
  injectors had failed. The Honda warranty extension expired at 150k miles. Since
  customer did NOT pay for the fuel injector repair, the part replacement was
  ineligible for a 12 month/unlimited miles parts warranty. As the Service Manager, I  submitted a goodwill claim to Honda on  1-15-25 and it was 100% declined by Honda. Fowler Honda's service department offered to do the repair at the “warranty” repair rate as an act
  of good faith, but the customer declined repairs. If *** ****** feels it is worth his time to call, the customer contact number for Honda is: **************."

  On behalf of Fowler Holding Company and Fowler Honda, we apologize for *** ****** experience.  Unfortunately, we are not able to offer warranty assistance without Honda's approval.  Please reach out to me directly if you need any further information.

   

  Kind regards,

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

  Fowler Holding Company

  Customer Answer

  Date: 03/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I understand that Honda corporate shares the blame. If possible I would like to add them to this complaint. I tried to inform corporate of my concerns by survey and nobody responded. I also responded to a text from Fowler with my concerns and after they said they wanted to call me they never did. The bottom line is that a Honda installed Honda part failed 8 months after installation. Fowler is the face of Honda in Norman. If corporate won’t cover it then they should. The “warranty price” referenced in the response was almost $1000. I had to pay $100 for a diagnostic that only highlighted this issue, and didn’t identify what I believe is actually a computer or sensor issue causing unsafe shifting issues when the vehicle is at high speeds. Fowler should make this right and I don’t accept their response that my only relief is to engage with corporate. 
  
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/30/2024

  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 changed my tires at this dealership and I was told that the tire would cover 55000 mile warranty. One of the tire blew up in two years, fowler honda stated that the blown up tire is not covered in the warranty even though i ran less than 30k miles after i changed my tire. I mostly use the car to commute, and i do not do anything such as racing, stunt driving.

  Business Response

  Date: 10/01/2024

   

   

  Dear Better Business Bureau,

  In regards to Hajoong Kim complaint ID ********, ***** ***** the Fowler Honda Service Manager responds:

  The date the customer purchased the tires was on
  1-22-22 at 31,112 miles.  The tires did not come with any tread life warranty.  When we inspected the vehicle we found two tires were worn down; more than likely due to lack of tire rotation. We did not find that the
  tires were defective from the manufacturer ( Goodyear ).The vehicle currently
  had 62,020 miles.  I cross referenced with Carfax (see attached) and do not see any tire repairs or rotations had been been performed. Today the customer purchased two different brand tires that
  have 65K mileage tread warranty. Fowler Honda offers free rotation with tire
  purchases. We strongly suggest that client comes to us for tire rotations every
  oil change. If rotations are not done, then the tread warranty for tires
  purchased will be null and void. The tires that were replaced were not “defective”.
  

  Sincerely,

  
  ***** *****
  Service Manager
  Fowler Honda
  405-329-1077

  On behalf of Fowler Holding Company and Fowler Honda we apologize for any inconvenience or miscommunication.  All warranties are subject to the manufacturer of the product and come with stipulations to keep the warranty in effect.  In this case, there was no tread life warranty.  Fowler Honda offers free rotations with the purchase of their tires.  This may have increased the life of the tires.  Please call if any further questions.

  Kind regards,

   

  Charles Griffin

  Fowler Holding Company

  Business Response

  Date: 10/04/2024

  Dear Better Business Bureau,

   

  In response to Complaint ID ********, Fowler Honda will prorate the
  customers tires as an act of good faith. The total reimbursement would be $109.83.  If ******* *** accepts this act of goodwill, he should contact :
  
  ***** *****
  Service Manager
  Fowler Honda
  ************

  On behalf of Fowler Honda and Fowler Holding Company, we appreciate ******* *** as a customer and hope he feels a proration is fair.  In most cases, the same criteria would be used for tires that do have a tread life warranty and there were record  of tire rotations to support the manufacture warranty guidelines.

   

  Kind regards,

   

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

  Fowler Holding Company

  Customer Answer

  Date: 10/08/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ***

• Initial Complaint

  Date:07/14/2024

  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 was offered a service from *****, the ** of Fowler Honda due to a previous issue with the service department. An appointment was scheduled, and I arrived early. I was never checked on, no updates, nothing until I made an inquiry to the employee *****. He then proceeds to check on my vehicle immediately after reading my message, comes back with a paper with things found. All of the basic actions needed to be taken by the entire service department werent. Nothing was done properly. No apologies for the extensive wait, no updates, and for wasting a quarter tank of my fuel. I informed the ** and he seemed to have zero care in the world for the situation either. I then contact Fowler holdings, the corporate owner and never received a response.

  Business Response

  Date: 07/17/2024

  Dear Better Business Bureau,

  In regards to BBB complaint referenced by ID of ********, I have spoken to the General Manager *********************** and the Service Manager *********************.  ************** response:

  
  The client *************** had his 2017 Honda Accord in with us for service originally. The customer was disappointed with the time it took to complete repairs on his vehicle. As a goodwill gesture, the dealership gave the customer a future oil change voucher for the Accord and then agreed to do a complimentary diagnosis for the ** system on clients 2006 Honda Odyssey. ***************'s Odyssey came in for diagnosis on 7-10.We diagnosed customers ** issue for no charge and provided an estimate. The customer was upset on the amount of time it took to diagnose the Odyssey and claimed we used an excessive amount of the vehicles gas while vehicle was there. I reviewed camera footage and vehicle was only driven approx. ****************************** our possession.I reached out to customer on 7-15 to discuss the situation and left a message. Fowler Honda has not heard back from client as of 7-17 the date of this response.

  On behalf of Fowler *************** and Fowler Honda, we apologize for any inconvenience and the level of service Mr. **** feels he received.  Because Fowler Honda never received authorization to repair the Odyssey and there was no charge for the diagnostic time, I am somewhat unsure of what repair Mr. **** is asking for?  No money has changed hands.  Fowler does not feel it owes Mr. **** any free services.  *********** returns our calls and texts we certainly will try to help him.  At this point, we have tried our best to resolve the complaint.

  Kind regards,

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

  Fowler ***************

   

   

  Customer Answer

  Date: 07/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Understanding my vehicle was only driven 200 yards, they did not confirm whether my vehicle ran for over 2 hours duration causing the loss of fuel. I reached out to Fowler Holdings for resolution due to it not being handled properly at the facility level. Fowler Holdings has never reached back out to me. No customer service issues were addressed, no failure to complete an actual ac diagnosis was addressed; no refrigerant levels were even checked on my vehicle, which is the easiest thing to check. The lack of service all around is what prompted a BBB complaint. I mistakenly requested repair but I do request my fuel to be replenished. I dont trust Fowler to professionally and properly handle vehicle repairs anymore, ever. 

  
  Sincerely,
  
  ***************

  Business Response

  Date: 07/23/2024

  Dear Better Business Bureau,

  In regards to complaint  ******** *******************, the Service Manger ********************* tried to reach the customer.  As a representative of ********************** **************** I obviously was available to Mr. **** and did through the BBB.  Attached is the inspection.  The reply from ********************* is:

   I never heard from him.
  
  The vehicle was not run for 2 hours,it was ran for approx. 15 minutes. I respectfully disagree that we used that much gas. Dealership will make a check and send to customer for $25.00 as a goodwill gesture.  The ** diagnostic was completed. Customer is correct that we did not check refrigerant levels. The ** compressor coil is shorted. The quote that was given to customer includes adding any refrigerant if it is low. I attached a copy of the quote that was given.

   

  As written before, Fowler *************** apologizes for any misunderstanding.  Our response of resolution was based on his mention of closure.  We feel $25 more than compensates Mr. **** for a short period of idling while a free inspection was administered.

  Kind Regards,

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

  Fowler ***************

  Customer Answer

  Date: 07/24/2024

  
  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.
  
  Sincerely,
  
  ***************