ComplaintsforBianchi Honda

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been leasing a Honda Civic Sedan with Bianchi Honda of Erie, PA since 2016. As part of my lease, an option exists for a package called "Auto Butler," which I currently pay an extra $10.00 per month, or about $120 a year, on top of my lease payment. The total lease payment is $309.52 per month. My lease is across 3 years or 36 months. Auto Butler is sold as an up sale package for your car purchase/lease. It is to be applied/completed every 6 months, or two times per year. It completely details your car inside and out, protects the paint, undercarriage, and interior of the vehicle so that it looks "brand new." The problem is - I am paying an extra charge for my lease payment every year, for having Auto Butler applied twice per year, yet, when you call to get it scheduled, Bianchi Honda is booked solid, and booked out months in advance. For instance, I leased my current 2023 Honda Civic Sport Sedan at the end of February 2023. My first Auto Butler should be done in August 2023. When I called to schedule, the absolute earliest they could get me in is January 16, 2023, which means it will be about 1 year of paying Auto Butler BEFORE it gets done. Should this process continue, I will, at minimum have my Auto Butler completed 3 times across the course of my lease, when it SHOULD be 6 times (every 6 months). Absolutely ridiculous. Bianchi Honda is upselling a car detailing package that they are unable to get completed the promised 2 times per year. They should follow through on their promise of doing Auto Butler every 6 months as promised, or why am I paying extra as part of my car payment.

  Business response

  09/13/2023

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

  
  Thank you for the opportunity to respond to the above referenced complaint. As stated in your
  submission to the Be<er Business Bureau, you leased a Honda Civic Sedan in February of 2023 and
  purchased an Auto Butler package that includes 2 applications per year – every 6 months from initial
  delivery date of a vehicle.

  
  It is recommended that customers schedule their next Auto Butler application when they take delivery of
  their vehicle. When you took delivery of your Civic in February of 2023, no appointment was scheduled
  for a 6 month follow-up application. You called to schedule the appointment on August 29, 2023,
  resulting in enduring a 5 month wait to have the next Auto Butler application serviced on your vehicle.
  Your complaint did not include a desired resolution however, we would like to take the opportunity to
  offer a next course of action in order to make the most of your purchase of the Auto Butler package. We
  recommend scheduling another Auto Butler appointment for 4-6 months after the Auto Butler
  application you have scheduled for January of 2024. The applications in your package do not expire and
  are not on a strict schedule, so you are also welcome to use them sooner than recommended so that
  you can utilize the entire package within the duration of your lease.

  
  Please call our service department at ************ to speak with our scheduling assistants to get
  another appointment on the books at your earliest convenience.
  

  Thank you,
  Phil P*****
  Service Manager

• Initial Complaint

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made an appointment to Bianchi Honda online for oil change only on my vehicle, my sister who does not speak any English took a vehicle for that service since I'm working, Bianchi Honda did additional work on the vehicle without my authorization and charged her for those services, i called and talked to service manager and he claimed that my sister gave them promising to perform additional services but clearly she could not because she does not speak English . I specifically marked oil change only button when i made an appointment, so I'm seeking reimbursement for services i did not sign up for.

  Business response

  09/13/2023

  Thank you for the opportunity to respond to the above referenced complaint. As stated in your
  submission to the Be;er Business Bureau, you scheduled an appointment online for an oil change on a
  2021 Honda HR-V in which you did not purchase or previously service at Bianchi Honda. You permi;ed
  your sister, ******** ******** to present the vehicle for service.

  
  When the vehicle arrived to  our service department, the Maintenance Minder system in the vehicle was
  populating codes that stated an oil change (A), A tire rotation (1), and a rear differential fluid change (6)
  service was due. Our service greeter noted the code and checked the vehicle in with a service advisor.
  The service advisor went over the code in question while our service greeter, who is fluent in Ukrainian,
  offered an explanation of those services to *********

  
  ******** understood the service items in question and signed off on approving the recommended
  services prior to any work being completed. ******** did not refuse the work, nor stated that she needed
  to check with anyone to approve the work. With her approval, our team completed the work per the
  approved estimate and charged accordingly for the services rendered.

  
  We do not offer refunds on approved and completed work. Our recommendation to all customers is to
  personally present the vehicle for service to personally authorize any necessary or recommended
  services at your discretion prior to the vehicle being serviced.
  

  Thank you,
  Phil P*****
  Service Manager
  Enclosed: Repair Order Es,mate with Customer Signature

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06/03/2020 I went to look at a 2020 honda insight at Bianchi Honda that I was looking at on their website which said it was on the lot and upon arrival it was not but the salesman Shaun R******* showed me a 1 year old used model. He marketed it as a "Certified preowned Honda" and explained it came with the same factory warranty 3year 30k mile from the date of purchase. When I looked at the KBB the difference between a certified and non certified used 2019 Honda insight was roughly $4000. I ended up purchasing it for $18000 and when signing paperwork I declined an extended warranty. Fast forward to March 2023 I took the car in to get the Honda sensing looked at because it malfunctioned and the guy at the desk tried to make me pay for the visit upfront and told him I was still in my warranty window and when looking it up says that it went through all the pre-certified checks but the paperwork was never sent through. After the diagnosis it turns out the monocular camera needed replaced that quoted at $1500. I then was very upset and spoke to the service manager that was no help and the sales manager which he said Shaun no longer worked there but his brother does but that does me no good confronting him about be lied to by his brother. He then says I don't know why your upset you got a great deal the car is still worth what you paid for it almost 3 years later and asked if I wanted to trade it in. After trying to contact the GM for about a month I finally got him on the phone and he gave me the same exact run around about why am I so upset you got a great deal and I explained I was sold the car fraudulently and lied to about what I paid an extra 4k plus the financing fees. I would have never purchased the vehicle if I knew it didnt have a warranty. He says well all the deal paperwork checks out you declined the warranty and I said yes the extended warranty, you don't get paperwork for a factory warranty or sign for it it comes with the vehicle.

  Business response

  05/08/2023

  Thank you for the opportunity to respond to your submission. The referenced vehicle is a pre-owned 2019 Honda Insight EX purchased on 6/3/2020. 
  
  Upon reviewing the records pertaining to this vehicle, the dealership declined to certify the vehicle during a used vehicle check on 5/27/2020, a week prior to your visit. As shown on your signed Buyer’s Order, the vehicle was marked solely as a used vehicle, not a certified pre-owned vehicle. Therefore, the referenced vehicle did not come with limited warranty coverage per the Certified Pre-Owned program. 
  
  At your time of purchase, the vehicle was out of the balance of factory warranty (three years or 36,000 miles) as it had an excess of 36,000 miles when you purchased it. Additionally, you acknowledged and signed an ‘As-Is’ form, in which you accept full responsibility of the cost of repairing the vehicle if and when the need arises. 
  
  At your leisure, we invite you in to go over your paperwork and the records pertaining to your vehicle with our pre-owned service manager, Mike Clement. 
  
  Thank you, 
  
  Bianchi Honda
  

• Initial Complaint

  08/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leased my new vehicle just a few weeks ago. Honda denied me the $500 military discount because I'm a service-connected disabled veteran who had to leave the military after 8 years when I was injured. Honda said you have to be a 20 yr healthy retiree. If I was told this prior to signing the lease paperwork, I may have decided instead not to go thru with leasing here, & look for another dealer who would have given me a similar trade appraisal on my Jeep + similar military discount.

  Business response

  08/18/2021

  
  Thank you for the opportunity to respond to the referenced complaint.
  
  With regard to a customer receiving the $500 Honda Military Appreciation Offer, Honda Financial Services (“HFS”) requires specific documentation to qualify.
  
  Per HFS eligibility requirements, a customer must satisfy one of the below items:
  
  U.S. military active-duty personnel, including Army, Navy, Air Force, Marines, National Guard, Coast Guard and Active Reserve, and their spouses
  U.S. military Ready Reserve and military retirees and their spouses
  U.S. military veterans and their spouses within two years of separation from active service
  Members of Gold Star families
  
  The customer must also supply documentation to qualify:
  
  Military Leave and Earnings Statement (LES) as proof of military status
  Spouses must provide military ID and spouse’s LES
  Gold Star family status documentation
  
  When finalizing a vehicle deal that includes the Honda Military Appreciation Offer, all required documentation must be supplied prior to finalizing the sale.
  If a customer does not meet the qualifications of HFS offer, this is reviewed before a customer agrees to and signs any sales contract.  We assisted the customer by sending the multiple forms and documents they provided to HFS.  Unfortunately, HFS determined that this customer did not meet their requirements.
  
  If the customer believes that they have met HFS requirements we recommend they contact them directly at ###-###-####.

  Customer response

  08/27/2021

  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, details of the offer I reviewed appear below.
   
  Regards,
  
  ***** *******

  I reject Bianchi's statement.  I was not told anything til I went in to sign papers.

  It is discrimination against me for being a service connected disabled veteran who obviously could not stay in the Army due to no longer being combat ready. 

  
  

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