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:06/23/2025

  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.

  The finance member forced me into buying a warranty by falsely stating the finance company (****) required a warranty to approve the loan. I confirmed that this is 100% not true with the lein holder. I requested to have a the warrant refunded, they gave me a for to fill out and hand in. I never received or heard about the refund. Highly upset that a have thousands of dollars added into the cost of the ******* addition, I was told that the warranty would cover everything bumper to bumper. That also again was a lie, the warranty only covered the gaskets in the engine, nothing else.

  Business Response

  Date: 07/03/2025

  This guest should contact our General Sales Manager, ****** Alghussain at ************** or **************************************************************** regarding the warranty cancelation. Thank you and we look forward to assisting Mr. **********

• Initial Complaint

  Date:06/13/2025

  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.

  ****** ******** reports an unresolved issue with his 2016 Honda Odysseys reverse camera, which was damaged during a previous service appointment at ***** McDavid Honda of Frisco. He immediately reported the problem at the time and was told to return the following week. However, upon follow-up, he was informed that the staff member handling the case had left the company. Due to extended international travel, Mr. ******** was unable to pursue the matter until recently.After returning, he found the issue had become a serious inconvenience affecting the safety and usability of the vehicle. Upon contacting the dealership, the General Manager (from the sales department) advised him to visit the service center for assistance. When he arrived, Service Manager ***** Flat was unavailable, and he was instead assisted by a representative named ***************. Chamaria clearly explained the background of the issue, but instead of being helped, he was met with rude and dismissive behavior from ******. The experience was unprofessional and left him feeling disrespected and disappointed. As a result, he no longer feels comfortable returning to this dealership and believes the situation reflects poorly on the dealerships customer service standards.He is now requesting that the matter be escalated to senior management, seeking a fair resolution for both the original service damage and the unprofessional conduct he experienced. Mr. ******** emphasizes his long-standing trust in the Honda brand and expresses hope that the dealership can act promptly to restore his confidence.

  Business Response

  Date: 06/23/2025

  Greetings. A member of our management team has been calling this customer and has been unable to get in touch. The number we have on file does not allow us to leave a voicemail. Customer should contact ******* ***** directly at **************. Thank you and we look forward to addressing this concern.

  Customer Answer

  Date: 06/23/2025

  I am writing to formally reject the recent update provided by your team regarding my ongoing service issue. The information shared is factually incorrect and does not reflect the actual sequence of events.
  To clarify:

  I proactively reached out via both email and phone. I received a response on the evening of June 12th, but by the time I replied, your service department had already closed. I then scheduled an appointment and personally visited the dealership on Friday, June 13th.
  There are two service managers listed: ****** ***** (please excuse if Ive misspelled the surname) and ***** Flat. While ***** was the one who left a VM for me on 12th evening, he was not present at the dealership on June 13th.
  During my visit on 13th morning as 8:30 AM, I was contacted by a representative named ******, whose behavior was unprofessional and disrespectful. ***** was on vacation on 13th june.  Following that interaction, I lodged a formal complaint with the BBB and also sent a written note to your team.
  Since my visit on June 13th, no one has reached out to mevia phone or email. My mobile number *************) has not changed in over a decade and is clearly listed in your system. It also appears in every email I have sent. I have not received any voicemail, and claims that my voicemail is not working are unfounded. Anyone can call and leave a message without issue. I receive multiple messages and return back those everyday without any issues.
  It is deeply concerning to witness the ongoing miscommunication and lack of accountability within your service department. The situation has been mishandled, and I urge someone in senior leadership to step in and take ownership of this matter immediately.
  If ****** or anyone else needs to reach me and I am unavailable, they are welcome to either leave a voicemail or email me at ******************* to ensure we maintain a proper record of communication.
  I truly hope someone steps up to take this seriously and resolve this situation. My experience with your dealership has gone from frustrating to unacceptable, and I am extremely disappointed by the way this has been handled thus far.
  Sincerely,
  ****** ********
  Mobile: ************
  Email: *******************
  

  Business Response

  Date: 07/01/2025

  Greetings ,we have completed working with this client to resolve his issues. Client left satisfied and this has been resolved. Any questions or additional concerns can be directed to ******* ***** at ************** or ************************************************************. Thank you.

• Initial Complaint

  Date:06/05/2025

  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.

  To Whom It May Concern,I purchased four new tires from ***** McDavid Honda of Frisco, which included a 2-year road hazard warranty.Approximately one month later, while on a road trip, one tire was punctured by a nail. Due to our travel situation, we had to temporarily plug the tire to prevent air leakage.After returning home, I visited the dealership twice to request a replacement under the warranty. On both visits, I was denied without a clear explanation. During the second visit, my husband (who is not fluent in English) brought our children, but again received no assistancejust a vague response that it was not covered.I later spoke with the service manager and asked if he had read the warranty. He admitted he had not and told me, I work here, so I do it my way. This response was not only unprofessional but entirely unacceptable.When I asked what I should do if the tire fails again during another trip, he told me to find a nearby Honda dealershipan unrealistic expectation considering how far apart dealerships can be.Instead of honoring the warranty, the manager offered a free wheel balancing service to address vibration caused by the plugan unrelated gesture that failed to address the real issue.I am requesting the following:1.A replacement tire under the road hazard warranty.2.A formal apology and written explanation for how this matter was mishandled.The road hazard warranty should serve to protect the customernot be denied based on arbitrary decisions by dealership staff. I believe this incident reflects clear customer mistreatment and failure to honor a valid warranty.Thank you for your attention to this matter.Sincerely,

  Business Response

  Date: 06/11/2025

  A member of our management team reached out to this guest and have worked closely to get them back into the dealership to get this completely resolved. Customer is happy and should be providing ******************** with an update soon. Any questions or additional concerns can be directed to ******* ***** at **************. Thank you and we are happy to get this turned around.

  Customer Answer

  Date: 06/14/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/22/2025

  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 had my Honda CR-V 2024 serviced on 01/17/2025. LIke last time maintenance service with my Honda Pilot 2024, ***** McDavid of Honda FRISCO location has left me with concerns this time as well. This has largely affected my confidence in the way you handle your loyal honda customers as if it doesn't even matter to you guys.On 01/17/2025,(1) Honda CR-V 2024 which was due for Honda safety recall, you did not even perform it. If there is a safety issue, this should have been taken care of yesterday. I am about to reach out and file a complaint with the ********************************************** (*****) as it is illegal for a dealership to refuse to fix a recall repair.(2) I don't know what you guys exactly did yesterday but my rear camera stopped working after I left. The dashboard screen goes grey blank and it does not show the rear view upon reversing the car. First of all, it's been less than six months since I bought the car from you. Secondly, the rear camera was working perfectly when I arrived for maintenance service yesterday. I realized as I returned home. I see online that some of your cars have rear camera ongoing concerns. Once again, this is a major safety concern as my wife uses this car. Having this problem within six months of purchase is unacceptable. Honda has lost it completely it seems !!(3) Cabin filter has not been changed at all though I've pre-paid for the package. I don't care what you think, however, I change my cabin filters every 5000 miles due to higher allergy issues that my wife has. Once again, completely unacceptable.I unconditionally want the above mentioned problems to be fixed no later than 01/25/2025.********** *****

  Business Response

  Date: 01/24/2025

  Greetings. Our service management team reached out to this customer to assist him and provide some clarification regarding his vehicle as well. He will be bringing his vehicle back into our dealership for us to fix his two main issues. We will get this taken care of and turned around. Any questions should be directed to **** ***** or ******* ***** at **************. Thank you.

  Business Response

  Date: 01/27/2025

  Greetings, the client came back into the dealership and we were able to resolve his issues. We are confident that he is satisfied with the resolution. Thank you. 

• Initial Complaint

  Date:01/09/2025

  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.

  I purchased a vehicle from them and at their urging, I also purchased a maintenace plan. I was assured it was accepted by all dealers for routine maintenance. I specifically asked, stating that I lived in ******, and would not be traveling to Frisco for maintenance and I was assured repeatedly that the plan was accepted by ALL dealers. That turned out to not be true. Neither Rockwall, nor ******** accept this maintenance plan and I have had to pay out of pocket for services. I have made several attempts to cancel the plan and receive a full refund since it was misrepresented. Most recently, on 10/24/24, I went to ***** McDavid Honda and I was assured by Finance Manager, ******* ********, that I would receive full refund. I received a partial refund on 11/6/24. I have contacted Mr. ******** repeatedly since then but have not received a reply nor a refund for the remaining balance of $463.29, which is what I am seeking.

  Business Response

  Date: 01/14/2025

  Good afternoon. Our records show that this cancellation was processed in October of last year. The vehicle was purchased in June 2022, however the cancellation form wasnt submitted until October 2024. This warranty company only goes back 120 days so the request was backdated per the companies policy. The refund was sent directly to the lender because the loan must be paid in full and there was no documentation provided with the cancellation form to state that this was the case. The refund amount was $535.71 and you can reference check #: *******, which shows as cashed. Let us know if you have any questions. ***** *******, GM **************
  

  Customer Answer

  Date: 01/24/2025

  Both finance mgr and ** agreed that since I had attempted many times to use the warranty but two different dealerships did not accept it, and I contacted McDavid to cancel as early as my first attempt to use the warranty, that I was entitled to full refund.  Today I received check for the balance.  This issue can be closed. 

  Customer Answer

  Date: 01/27/2025

  I have reviewed the business response and accept this resolution. 

  Both finance mgr and ** agreed that since I had attempted many times to use the warranty but two different dealerships did not accept it, and I contacted McDavid to cancel as early as my first attempt to use the warranty, that I was entitled to full refund.  Today I received check for the balance.  This issue can be closed. 

• Initial Complaint

  Date:09/05/2024

  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 recently purchased a ******** Escalade from ***** McDavid Honda Frisco, and my experience has been deeply troubling due to misleading and deceptive practices regarding insurance and warranties.When my ex-husband and I purchased the vehicle, the dealership promised us that I would be covered by temporary insurance for two weeks. They told us not to rush to get our own insurance. At the time, my ex-husbands name was the only one listed on our existing insurance for our previous vehicles (a ***** Traverse and GMC Yukon). We specifically asked if we needed to add the new ******** to our insurance policy or if I needed to be added as a driver, but they reassured us it wasnt necessary at that moment because I would be covered by their temporary insurance.Just two days after purchasing the car, I was involved in an accident. When I contacted the dealership to ask which temporary insurance policy I was covered under, they denied responsibility and claimed I had no insurance through them. This was extremely upsetting because I had been assured that I would be covered, and I believed I had all the required documents.Additionally, I know another customer, ***** *******, who had a similar negative experience. She was sold an extended warranty that she didnt want, and she had to fight to get her money back after being charged for it.These practices have caused me a great deal of distress, and I feel deceived by the dealership.

  Business Response

  Date: 09/19/2024

  Good afternoon. We are sympathetic to Customers dilemma.  We note, however, that the customers claim that Dealer made very clear that Customer would be covered under ***************** is simply not accurate.  At the time of her transaction, Customer presented Dealer with a ************************* Card indicating that she had vehicle insurance coverage through ***************************** Co.  Customer also signed an Agreement to ***************** Policy, which provided, in relevant part, that: 
  
  Customer agreed to furnish his/their own Insurance Policy;
  
  Dealer was not required to procure insurance on Customers behalf; and 
  
  Customer would assume any and all responsibility for damage to the vehicle or resulting from the use, maintenance or operation of the vehicle, and agreed to hold [Dealer] free of any loss, claim, or liability resulting from any damage to the vehicle or from the vehicles use, maintenance or operation.
  
  Additionally, Customer signed a WE OWE document that indicated Dealer did not owe Customer anything other than the vehicle Customer purchased, including insurance coverage.
  
  Dealer notes that Texas insurers generally extend a ***** period to consumers purchasing vehicles depending on their coverage, typically allowing consumers a ***** period of 7 to 30 days to update their policies.  The issue of whether coverage applies in this case, however, is a question for Customer to resolve with her insurance, and not with Dealer. Thank you.

• Initial Complaint

  Date:07/13/2024

  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 took my car to this dealership where I bought my car . I am having starting issues with car . This was number one sign and sypmtom of the fuel pump recall I received in the mail. I took it to the dealership the first time and they replaced the fuel injector kit. They said the problem was fixed . I drove home and the next morning my car was still having same issue . I took it back and they didnt give me a loaner car . I called 2 days later and asked if they found the problem . They said no one looked at my car and didnt know where my keys where and no representative seemed like they had no clue why my car was there . After this they said it was the fuel pump . I was put in a loaner for the wait for fuel pump. I got my car back , the second time I started my car, it had a new issue a prolonged start time more than 2-3 secs. I took the car back and they gave me another loaner . They said it was the battery. I replaced the battery and it did not fix the problem . I called back and they asked for recordings . I sent them to them and they said it could be a faulty fuel pump. They say there are no loaner cars available for almost a week now . I still cant believe they created a new problem and wont help me in a loaner so they can look at my car since I have taken it to the 4 times .

  Business Response

  Date: 07/24/2024

  Thank you for bringing this to our attention, *****. Records show that our team has been working with you to get your vehicle back in to get this resolved. Should you have any questions, please reach out to ******************* or *************************** at **************. Thank you.

  Customer Answer

  Date: 07/25/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/08/2024

  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.

  We took our 2012 Odyssey van in the dealership to replace brakes, oil change and brake fluid. There was no noise coming from the left front side at all. However when we pick it up, we heard noises and further driving it started making loud clunking noise. We took the car back to dealership right away. We were told its the strut that has been damaged and causing the noise.At the initial assessment, there was no mentioning of any problem with strut. Report even said Shock Absorbers/Suspension PassWe want them to repair the strut for us at no cost to ***Thank you

  Business Response

  Date: 05/30/2024

  Greetings. A member of our management team reached out to the customer and request that she come back into the dealership. The noise, which was not caused by us is coming from the struts that the guest replaced at another independent shop. We offered a significant discount but customer declined for now. Thank you and if you have any questions, please reach out to ******************* or *************************** at **************.

• Initial Complaint

  Date:04/25/2024

  Type:Billing 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 February 5, 2024 I purchased a used car from ***** McDavid in Frisco. 2 weeks and 2 days later, the car started having major mechanical issues - trouble shifting, transmission temperature warning, check engine light came on. The car had an impeccable CarFax history and no evidence of any problems before it was traded to ***** McDavid. I tried to work with the used car manager and all be did was say I could have it towed to the for $400. *** reached out for a phone call from the general manager and no one has ever called me back. I cant get anywhere with them. I want them to take back this car and give me my money back. They do not treat their customers well. I believe they knew the car had trouble and did not disclose it to me.

  Customer Answer

  Date: 04/30/2024

  My husband reached out to ***** McDavid Honda who agrees to refund me the purchase price of the car. They followed through with this and we are now satisfied with the outcome. We would like to close this complaint. 

• Initial Complaint

  Date:03/03/2024

  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 purchased a vehicle from ***** McDavid Honda of Frisco on February 9, 2024. The transaction was smooth and I thought everything was good, until I became aware that my file/paperwork was compromised. I have learned that details about my paperwork were shared and viewed by a non affiliated third party. I know very confidential information was included in the paperwork (social security number, address, phone number, etc.) This third party to whom the information was shared with could potentially harm my family and this is a very serious matter. I expect the general manager to contact me asap and investigate. According to the third party which I have recorded audio, salesman that sold me the car provided all the paperwork to the third party to view. This third party knew the date that I purchased the vehicle, the make and model and stated more than three times that he had viewed my paperwork provided by the salesman. I am extremely concerned that my personal info was shared without my permission and that it could potentially be used to harm me and my family.

  Business Response

  Date: 04/01/2024

  Please have the customer contact us at ************** and request to speak with ***********************, Sales Manager or *************************, General Manager. Thank you.