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:03/21/2024

  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 financed a Nissan Rouge Aug 2023. Within a week, in Ca at that, the malfunctioning light would light up, go off, light up, and so on. I would get a message saying the fob wasn't near the car, yet I was driving it. Two weeks into my vacation while in ***********, a piece from under my car flew out, we had to run and get it in a no stop zone. Because of that, then the front fender by my tires pooped off when I parked to see on of the water falls in *********** because of the piece that flew off was sagging and it caught one of those things your tires hit to keep you from hitting the curb. I found band aids in my truck just to hold the pieces together till we found a store open and I could get duck tape. The next day I called Victory once I had cell service again, told them everything I put here, was told no problem bring it in. The quoted me a little over $2000 on a two week old car, that I couldn't prove I didn't cause it. However I took it to Old **************** whom to auto body guy looked over it and told me to take it back and get my contract canceled that it most definitely was pre-existing, apparently where the parts are held together were not a new issues, he explained how you can tell old from new on accidents per say. Im in the process of getting rid of the Rouge and it was flagged on another site, 6 recalls that have never been taken care of, which means I was sold a car with recalls some could cause a fire, shut down while driving ( 2 different issues), passenger airbag will not deploy, welds on seatbelts could cause injury if impact, and brakes could fail in a way causing it not to stop in adequate time. So my 16 yr old could be killed if I were to be in a wreck. after reading all of that I no longer feel safe driving it at all, let alone my 16 drive alone going to a job. Im livid this was sold to me, shows someone did not do their job, putting the safety of anyone in the car at risk at any time. ********* told me to contact an attorney

  Business Response

  Date: 05/30/2024

  This client purchased a 2017 Nissan Rogue with ***** miles from us. We use the same inspection process for every used vehicle we sell. It went through the same procedures and inspection process as all of our cars do. The car had no damage and was mechanically sound at the time of delivery. The client drove it across the country, and told the sales person they hit something and had the bumper zip tied to the car. She damaged the car on her adventure and then wanted us to pay for those damages. I did not see this original complaint. Nor has the client every contacted me. I interviewed our service personal and salesperson to get the story of what transpired. It would be my recommendation that they file a claim with their insurance company for the damage that happened on the trip. Please let me know if you need anymore information. 

  Business Response

  Date: 05/31/2024

  This client purchased a 2017 Nissan Rogue with ***** miles from us. We use the same inspection process for every used vehicle we sell. It went through the same procedures and inspection process as all of our cars do. The car had no damage and was mechanically sound at the time of delivery. The client drove it across the country, and told the sales person they hit something and had the bumper zip tied to the car. She damaged the car on her adventure and then wanted us to pay for those damages. I did not see this original complaint. Nor has the client every contacted me. I interviewed our service personal and salesperson to get the story of what transpired. It would be my recommendation that they file a claim with their insurance company for the damage that happened on the trip. Please let me know if you need anymore information. 

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21469740
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  Yeah I hit absolutely nothing on my trip, I stated while in *********** driving, a part from underneath the truck flew out from under it, thankfully not hitting the person behind me.  WE had to get out to get said part in a no stop zone of the park, which was unsafe.  I never said I hit something, I said I sarcastically a Bison, which the truck would be totalled.  I called the service center while in ******* stated what had happened and I had duck tapped it, my dad 5 months later got under the truck to zip tie where the part had broken off.  Even then does not explain the what 7 recalls that were never addressed prior to it being sold.  I even told the service center about the many massages saying that my fob was no longer recognized, even while driving, that is one of the recalls, which will shut the car down.  But another recall was the air bags *** seat belts, so one recall causes a wreck and the other 2 fail to work.  This Truck was intended for my then 16 yr old to start working and early college, but nope we stopped using it once I found out about said recalls, one causes a fire.  ********* was contacted, they told me to get an attorney, with my surgery and my mom's I put a hold on that.  But I very much decided to go.the direction my loan company said, including them taking procession of the rouge.  I'm guessing they do not want to admit their wrong doing, which is what a court of law can deal with.  Even my social media posts, said my truck started falling apart in ***********, but malfunctioning warnings in ***  Once I'm feeling better I have an attorney I spoke with in *******, because no one will admit they failed to check the recalls.  

  Business Response

  Date: 05/31/2024

  Attached is a copy of the vehicle history report, which we provide to every client at the time of purchase. The vehicle purchased has never had a recall as you can see indicated in the report. You can also see where we performed the following prior to the sale;

  Pre-delivery inspection completed
  Front wiper blades/refills replaced
  Wiper(s) replaced
  Nitrogen fill tires
  Vehicle washed/detailed
  Front brakes replaced
  Rear brakes replaced
  Tires rotated
  Air filter replaced
  Four wheel alignment performed
  Brake pads replaced
  Alignment performed
  Rear brake pads replaced
  Front brake pads replaced
  Brakes checked
  Cabin air filter replaced/cleaned

  In addition to the items above we completed. We give every client the opportunity to test drive, extended test drive, have an independent inspection, and do any visual or mechanical inspections before buying the car. We take every reasonable effort to ensure we sell sound quality cars and give every client the opportunity to make their own evaluation before making the decision to purchase. 

   

   

   

• Initial Complaint

  Date:01/18/2024

  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.

  A detailed account of the neglect and abuse that I've been through with Victory Honda has been uploaded under supporting documents.

  Business Response

  Date: 03/06/2024

  I reviewed the statement from the client. I reviewed our records and spoke with the team members involved and our service manager.

   

   

  The client purchased a 2017 **** Mustang with ****** miles on it on 11-2-2023 for $19,420.00.

   

  He did bring the vehicle back to us, and mentioned the odor. When we didnt find anything, and the client brought it back we took the vehicle to the **** dealership in our market. They informed the mustang had a service bulletin from the manufacturer and it would need a gas tank replacement. The client declined warranty coverage offered to him at time of sale. We paid for that while providing him with free transportation during the time of repair. They did find a seal that was bad in a third taillight which we replaced also at no charge.

   

  Those repairs were taken care of and the vehicle was returned to the client.

   

  He came back with a different complaint of a noise in the middle of the car. We determined the shifting assembly had something that got into it and caused the noise. While performing the repair, the client stated that was not satisfactory he requested a new one for the 7 year old used vehicle. We accommodated his request once again and put a new one in the vehicle and covered the repair free of charge.

   

  The standard procedure for a drive shaft is to return the bolts to proper torque specs which is what we did. This vehicle has a specialty repair procedure to add a lock tight when replacing. We are a Honda dealership, and all of our technicians are certified, but a specialty one off procedure we were not aware of. The bolts did come out, we replaced them how **** instructed and returned the vehicle to the client.

   

  We perform a basic 69 point inspection process on pre-owned vehicles. All of the stated problems would not be found during that process. We do perform the mentioned 182-point inspection on Honda Factory Certified pre-owned cars, but a 2017 Mustang is not eligible for Honda Factory Certification.

   

  The client has not paid for anything that has happened to the car, he has been provided free transportation, and as much as I understand the frustration of having a problem with a car especially after purchasing, we have done everything possible to satisfy the client.

   

   

  The client did not finance the car with us, we were brought a check from his bank.

   

  We dont have a return policy on used cars, which is why we encourage all our clients to purchase a vehicle service contract to have protection against the unforeseen things that can happen when purchasing a pre-owned vehicle. ************** declined that coverage, which is certainly his right, but in doing so he is assuming the risk associated with a pre-owned vehicle.

   

  We give every client the right to do an independent inspection, test drive for extended periods, or any other request to help ensure they can make the best decision when purchasing. *************** was given all of those opportunities as well.