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:05/27/2025

  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.

  Went to this location to have a tire replaced on 5/17. After having the tire replaced, my tire pressure light comes on continuously (was not happening before 5/17). The light 1st came on about 10 minutes after I left the 5/17 appointment. I called and spoke with Jon who said to recalibrate. I did that and the light came back on the very next day. I called on 5/19 and spoke to a young lady that said bring it in because it could be the sensor and not the actual tire pressure. I went in the next day, Tuesday 5/20 after 6pm. The service rep said that my tires were "over" inflated and he let some air out of the tires and recalibrated. I mentioned the sensor and was ignored. The light came on the next day. I kept recalibrating through out the week in hopes that it would stay off. I called again on Saturday 5/24 & spoke to Jon again who said bring it in. He rushed me inside and "took a look" at my car and after about 10 minutes told me he couldn't find an issue and didn't know what was wrong. I mentioned the tire pressure sensor and it was mansplained that Hondas "sometimes do this weird thing" after getting new tires. I've gotten new tires before and never had this issue. I left and the light came on within 5 minutes of me leaving. I called back, spoke to Michelle and was transferred to the service desk where they refused to answer. If I take my car to another dealership I will have to pay for something that this dealership caused!

  Business Response

  Date: 05/28/2025

  Mrs. ******* came in for the first time to visit our dealership on May 17, 2025  Stating driver's rear tire has an air leak.  The drivers rear tire had a nail in the sidewall and was unrepairable. We had to replace this tire.
  The vehicle had three Goodyear assurance tires on the vehicle and one Nexen N5000.  The driver side rear tire that was not repairable was one of the Goodyear assurance tires. We replaced the tire with the same model Goodyear still leaving the vehicle with three Goodyear tires and one Nexen tire.  
  The customer returned to the dealership at least two times trying to get the tire light to recalibrate and stay off, but was not able to do so.  We informed the customer all the tires were at the proper level and the one mismatched tire is probably causing the light to continue to return each time after the reset.  
  On me 27th after getting the BBB letter we reached out to the customer by phone. She wasn't able to bring the vehicle in but we had our shuttle driver pick the vehicle up that day and replace the mismatched tire with a Goodyear that matched the other three that are currently on the vehicle. We test drove the vehicle approximately 15 miles without the light coming on and returned the vehicle back to the customer with no charge to her. 
  Note: The vehicle is missing at least two lug nuts on two different wheels due to the wheel studs, being stripped. If you notice on our invoice, we did notate this and the customer stated she was going to replace at a later date
  

• Initial Complaint

  Date:04/29/2025

  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.

  On August 17, 2024, I purchased a 2012 Honda Odyssey EX-L (VIN: 5FNRL5H66CB146879) from this dealership. Although the vehicle was sold “as is,” the salesperson, Joshua Allen Brown, assured me directly that the vehicle was in good working condition and that I should not expect any major mechanical issues.
  
  I put down $3,000 and financed the remaining balance through Exeter Finance, for which I still owe over $7,000. Since the purchase, I have spent nearly $2,000 in attempted repairs. Shortly after taking possession, the check engine light came on and the vehicle began cutting off while driving. This made the car both unsafe and undrivable.
  
  I returned the vehicle to the dealership, where I was told it was the catalytic converter. I paid to have that repaired, but the problem persisted. I then took the vehicle to Firestone for further inspection, but they were unable to diagnose the issue definitively. Eventually, the dealership told me the engine itself was the problem and quoted me over $12,000 for a replacement — far more than the car is worth and well beyond what I can afford as a retired senior citizen living on a fixed income.
  
  I believe I was misled about the condition of the vehicle at the time of sale and that the dealership either failed to properly inspect it or knew of the issues and chose not to disclose them. I’ve made every effort in good faith to resolve this matter and have been met with little assistance. I am now left with a vehicle I cannot safely drive and an ongoing financial burden I cannot reasonably manage.
  
  Desired Resolution:
  I am requesting a fair resolution — either a refund, a replacement vehicle, or cancellation of the loan due to misrepresentation and the defective condition of the vehicle at the time of sale.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  Lawrence David Lakin

  Business Response

  Date: 05/12/2025

  The management staff here at Steve Padgett's Honda of Lake Murray take this complaint very seriously.  Although the vehicle was fully disclosed as "AS-IS" as stated in the complaint, we are currently reviewing the complaint and are eager to find a resolution that is fair and reasonable to all parties.

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair 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.

  I informed Steve Padgett’s Honda that it needs to refund me for damage done and poor service workmanship performed while my car was in the care of its facility. In July 2024, I sent a letter to them regarding this.
  
  I have spent several months describing the damages done to my car and attempting to work with the Operations Director, to no avail. I left Chris Brown, Operations Director, several phone calls, emails, and voicemails that went unanswered and unreturned for months. At times when I called, I heard the Operations Director in the background instructing staff to tell me that he was not available, although staff had already assured me that he not busy and was available to speak to me. That, is unacceptable behavior for someone responsible for customer service. When Mr. Brown finally decided to start returning my emails, he was uncooperative and provided excuses for the poor service I described experiencing at the dealership. His replies were unsatisfactory and did not resolve anything, including my request to him to escalate the matters to his supervisor(s).
  
  Certain parts of my car were damaged while in the care of Steve Padgett Honda. I was told those parts were ordered so that replacements could be provided to me. I found out that that was a lie when I requested the dealership to provide the order date or invoice number for the replacement parts. I paid for diagnostics on my car that were not properly performed. Also, the dealership told me to have repairs performed on my car, that I do not believe were needed. In addition, some of the repairs I paid Steve Padgett’s Honda to perform were incorrectly done, so I had to pay additional money to have other businesses to correct.
  
  My car has been serviced by Hondas across the US, and never have I had the extent of the problems with other Honda dealers that I have had with Steve Padgett’s Honda of Lake Murray. This particular dealership reflects poorly on the Honda brand and reputation.

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair 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.

  I purchased a car from Steve Padgett Honda in May of 2023. Since purchasing the car with extended warranties, I’ve had oil changes (which was to be expected) but I’ve had alignment and brake issues. Their service department has tried to mislead me on multiple occasions. First instance of taking the car in for an oil change resulted in low tire pressure and multiple warning lights. It took me three days to get in touch with someone at their service department who wasn’t “new” who walked me through resetting my cars system. They even told me when you’re purchasing a used vehicle from them they don’t actually check the car for issues prior to it leaving the lot.
  
  They’ve tried to charge me for services that are covered by my warranties and not servicing the car, period. Most recently, I took the car in for a parking brake issue. The part was ordered and the car left for over three days. When I picked the car up, they couldn’t find my key. I got a call an hour later saying the part had not been installed. I need this car for work. I need this car to pick up my kid. Why was this not told to me prior to my arrival to pick it up?
  
  I’ve given them multiple instances to communicate with myself and between the service and sales department. No one here can get on the same page. This entire experience makes me feel like I’ve been taken advantage of because I bought a used vehicle from them and not a new one.

• Initial Complaint

  Date:06/22/2023

  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.

  On May the 10th 2023 I purchased a Volkswagen golf 2017. The vehicle was $20000 With all added made the vehicle 28000. This price is not included inter*** from the lender. On the 18th of May it rained in Columbia South Carolina and the vehicle started experiencing water dripping inside the car I returned the vehicle to the dealer and was put in a loner by the sales department not by service. I received the car back on the 23rd I later returned the vehicle back that same week for the same issues they took it to Volkswagen dealer to replace the Sunroof. After having the vehicle for over a weak plus I was called to pick it up they had paid $3600 to replace the Sunroof at Volkswagen. I told them it had break issues along with the ceiling of the vehicle need to be detailed promises were made to do these things that was never done, after getting the vehicle back on June the 14th I took a trip to Myrtle Beach where I noticed white smoke coming from the front end of the car by time I pulled over a with no sign of it so I thought it came from other car. However on the 21st of June I was sitting having lunch in my vehicle and the smoke started again I immediately took it back to Honda I was told it's the water pump that is covered by the warranty that I purchased. I am asking to be let out of this loan the vehicle has problems I cannot trust although it's covered under these warranties I don't have a warranty in my heart that this vehicle will perform as well especially for a $28000 inv***ment I am asking for the loan to be unwritten because of these problems without purchasing another vehicle from this company. I was told the only way I could get another car if I trade the one I just purchased on May 10 2023. If that is true I do want to get out of this vehicle however I don't have the $5000 that it would take for me to get into another vehicle I wished the vehicle that I purchase could perform well so I don't have to live with the guilt of buying a faulty vehicle.

  Business Response

  Date: 06/28/2023

  The team at Steve Padgett's Honda of Lake Murray strives to provide great customer service and works toward resolving any customer concerns.  We have and continue to work hard to satisfy the concerns of Lydia B***. 

  In reference to the leak associated with the sunroof, we paid Volkswagen $3,600 to have it replaced and provided a loaner while work was performed.

  In reference to the "white smoke" issue, we have offered to process a warranty claim to confirm coverage and pay the required $200.00 deductible.

  We understand that even if the car is repaired that Lydia B*** may still not be satisfied with the vehicle. Therefore, we have also offered to by the car back for the selling price of the  2017 Volkswagen vehicle she purchased on May 10, 2023.

  Our service and sales management have been involved and are confident, based on the options provided above, that we will find resolution.

  Business Response

  Date: 07/12/2023

  SPHLM reviewed options ranging from fixing the vehicle at no charge to the customer to purchasing the vehicle back from the customer. 

  Lydia B*** accepted the offer to purchase vehicle back and understood that the balance owed by her to satisfy the loan on the VW was related to the negative equity that she carried over on her previous trade.

  At no point was it implied verbally or in writing that she was purchasing back her inoperable trade.

  SPHLM was under no obligation to purchase back the vehicle from Lydia B*** but did in in good faith in order to satisfy the customer.  Not only did we spend thousands and offer to cover issues with the VW, we went above and beyond to give option to purchase the VW back in order for her to go elsewhere to purchase a care of her choice. 

  When customer left, the management of SPHLM believed that she was satisfied.

   

  Customer Answer

  Date: 07/12/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: After bring the vehicle back the second time many were aware of how I did not trust this vehicle. After bringing the vehicle back the third time I in fact wanted to get out of it all together. Everyone was aware but they continued you tell me that could not happen. Steve Padgett could have fixed this issue when I first asked to get out of the loan but they had no intentions in letting me out of this loan. After all was said and done with them doing me a "favor" and buying the vehicle back, they brought it back from me for more than what I paid for it. So in fact I was scammed out of a $1000 plus the deposit. I was in fact the one inconvenience one for the last 30 days push days. They had the opportunity to get me out of that vehicle within 3 weeks but they did not want to do it. I am asking for my $1000 back since you are saying that you  bought the vehicle back from me. if you bought the vehicle where is the money that I put into the vehicle. I paid off my own vehicle and I also gave you $300. They sold me the vehicle for 20000 however they bought the vehicle back from me for 21000.  So in fact that is in writing they clearly state that they bought the vehicle back from me they did not buy it for the price that I purchased it. You cannot give me a $1000 for a vehicle take $300 down payment and expect me to be okay with it. I was never okay with it. I just wanted to get out of that car.  I feel like I was charged $1300 and don't forget I made one card note $672 payment , just to give it Steve Padgett. WOW??

  
  
  
  Sincerely,
  
  
  
  Lydia B***

  Business Response

  Date: 07/13/2023

  Any deposits/down payments put down towards original loan reduced the amount financed and subsequently the amount of payoff of vehicle purchased back from customer. The management team of SPHLM recognized the frustration of Lydia B*** and worked hard to resolve the issue. From spending around $3,000 to replace the sunroof, offering to cover additional issue that would not be covered under warranty, to ultimately buying the VW Golf back. While not obligated to do any of the above, SPHLM did these things to satisfy the customer and felt it was the right thing to do.