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Business Profile

New Car Dealers

Lute Riley Honda

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 15 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/01/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 a brand new car that had been involved in an accident in to this dealership because they were the only ones to have a body shop. I explained to them that the transmission had leaked fluid out during the wreck and that I had drove the car a ways not knowing this. I also showed them and explained that one of the electrical plugs had fallen out and had touched bare metal thus causing some sort of electrical short. So in saying this as a mechanic both would need replacing plus the other damages. They said no they don't their fine. I argued with them over and over. Refused to repair them. I got the vehicle out paid what I was told to. Also informed them 3 times that insurance had given me now than that. They said repeatedly to me that that was ok. All I owed was the *******. Then 3 weeks later the day before Thanksgiving one of the managers called me stating I owed 1800 and something more or they were going to repo the car. So now they threatened me. So after some time has passed about a yr and a half the computer has finally totally messed up the transmission is slipping I called them back to ask if they would finally fix it. They refused all they want is their money first that I asked them 3 times if I owed it and again they said no. They still only want the money and after that they will discuss further repairs.

  • Initial Complaint

    Date:02/10/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Didnt tell me about certain conditions of the car

    Customer Answer

    Date: 02/10/2025

    Damage subframe that wasnt talked about before I bought the car, also two door acuators broken and not working.

    Customer Answer

    Date: 02/10/2025

    Said that it was in good condition and flaunted that he made money off of me

    Customer Answer

    Date: 02/10/2025

    Said that it was in good condition and flaunted that he made money off of me

    Customer Answer

    Date: 02/10/2025

    Car fax of car showing no frame damage, and not acknowledging all the problems I had, was sold a lemon car.

    Customer Answer

    Date: 02/10/2025

    Car fax of car showing no frame damage, and not acknowledging all the problems I had, was sold a lemon car.

    Customer Answer

    Date: 02/10/2025

    Car fax of car showing no frame damage, and not acknowledging all the problems I had, was sold a lemon car.

    Customer Answer

    Date: 02/10/2025

    Says he checked out the car and there is no frame damage.

  • Initial Complaint

    Date:02/09/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 brought my car in to Lute Riley Honda on 1/28/25 due to maintenance alerts including ***, transmission, emission, hill start, and power steering as well as significant issues with the car's driving abilities. On 1/29/25, I was informed that in order to get my car operating, I would only need a new *** system to get it to function and my brake pads were getting thin so I agreed to replace both verbally. I was informed that the remaining suggestions were standard due to mileage and non urgent. On 1/31, I paid $3,252.66 and drove my car off the lot onto the high speed expressway. Within 100 feet, it broke down. On 2/5, I was informed that the new *** system that they had installed was defective due to manufacturer error and that the transmission needed to be replaced. They said I can either spend $10,000 on a new transmission, $6,000 on a used transmission, or purchase a new car with a $4,000 trade in value. They said I cannot have a refund even though I did not get what I paid for (a functioning, safe vehicle). I was pressured and deceived as they attempted to get me to buy a new car when they said I wouldn't get this good a deal anywhere else. I was put in an unsafe situation when they put me in a damaged car and it's safe to say we are all lucky nothing worse happened. Had they properly diagnosed my car with the transmission issue, I would have handled the situation differently. I am now requesting a financial resolution. At the very least, I deserve a refund for the *** system and break pads but because of the misdiagnosis and my car still left unresolved, I want a reimbursement of the value of my car had the issue been resolved. This amount would be $8,000.

    Customer Answer

    Date: 03/18/2025

    I have not received a resolution from Lute Riley Honda since the submission to BBB ver a month ago. Did they respond to the claim? 

  • Initial Complaint

    Date:09/14/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Purchases Lemon Vehicle on 5/2022 Car was defective 10/22 Warranty was faulty in *********************************************************** 4/2023 ******* dealer ship and service team reports I was sold lemon car and to duke with the BBB. I have all the documentation on case id.

  • Initial Complaint

    Date:06/26/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Bought my Honda Pilot 2024 on 13th Dec 2023 VIN *****************. At the time of purchase i was told the interest rate of 6.9% would only be possible if i take an extended warranty of *****/-. Being new to the country and unaware of the processes i signed the documents. However i decided against it later on and wrote to the finance team on 12th January for a cancellation of this warranty. I filled in and sent all documents on 15th January. After numerous mails and phone calls on request about the status i got a response on 19th March that the cancellation is done and the money will be reverted back on my statement. Its been 3 months since and neither the amount is reverted nor my mails about this is being responded. I am very surprised at this approach especially in this era of digital connectivity when all correspondences leave a trail and reputations rely so much on the digital world. Is the team waiting for a customer fatigue to set in and leave the matters as such ? Hope this platform is able to resolve this amicably.

  • Initial Complaint

    Date:05/04/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    My recent experience with Lute Riley Honda's finance department was incredibly disappointing. Despite being assured of eligibility for special APR rates and discounts, I encountered numerous issues that left me feeling misled and undervalued as a customer.Prior to visiting the dealership, I was assured that I would be eligible for HONDA Finance Special APR rates listed as follows: 3.9% for 48 months, 4.9% for 60 months, or 5.9% for 72 months. Additionally, I received a comprehensive quote from another DFW Honda dealer that included these rates along with all applicable rebates and discounts.However, upon visiting Lute Riley Honda to finalize the deal on the evening of Friday, April 19th, several issues arose:Despite my requests, I was not provided with a final quote showing my monthly payments prior to my visit. This resulted in discrepancies regarding documentation fees upon arrival.Despite making a $2500 down payment over the phone to secure the deal, upon entering the finance office, I was informed that I could not receive the 3.9% APR rate alongside a $1000 rebate. Instead, I was offered an APR of 7.99%, significantly impacting my monthly payments.Despite my objections, the finance manager insisted on terms that were not previously communicated to me. He also stated that I could not finance less than $11,000, requiring a refund of my down payment. Although he agreed to adjust the amount to $10,515 due to a cashier's check I had already prepared, this adjustment further complicated the situation.When I called the manager, **************, about my bad finance experience, he dismissed my concerns, stating it was too late to make any changes and asked why I hadn't called him before signing. I was surprised by this response, as the finance person, ****, had informed me that he had consulted with the manager and that the deal was made according to the manager's instructions.A few hours later, I sent an email to both the General Sales Manager (GSM) and General Manager (GM) with all the details listed above, but I received no response until today, May 4, 2024.As a long-term and loyal Honda customer with a credit score of 813, I expected better treatment and transparency throughout the financing process. Unfortunately, my experience fell far short of my expectations.I want them to refinance my deal with the correct terms and conditions were discussed before.

  • Initial Complaint

    Date:01/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 lexus 2015 dec 20th 2023 it quit in traffic jan 19th had it towed to honda now I don't have a car and almost got hit in traffic I did a trade for 8900

  • Initial Complaint

    Date:06/21/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Dropped vehicle off for service.Vehicle repair was not done correctly, vehicle still faulty. Seeking full resolution to issue before complaint is further elevated.

  • Initial Complaint

    Date:05/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 bought honda odyssey 2023 from this dealer on March 31st and today is May 18th. I have been trying to reach out to them for many days to get my license plates, title and registration, however they do not answer. I get standard response someone will get in touch with you and no one calls. I am not even sure if they applied as I can't get any status. Need your help with this!

  • Initial Complaint

    Date:09/23/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Purchased vehicle on August 3rd, took it home on August 5th. Keyless system problem warning light came on the next day August 6th, told salesperson Omar about it and he told me to bring it in, warning light went away so I could not bring vehicle in. Light has been on and off and I did not have a chance to bring it in due to work schedule and dealer is far away. I towed it in a month later on 9/21 and I am being charged $1100 for keyless system unit, Pilot already had issue when I purchased it and Honda does not want to correct their error, does not want to take care of it, I have made multiple phone calls and no one is returning my messages. This was their responsibility and did not do a great job at their safety inspection before selling the vehicle to me. I just want this problem taken care of, it has created a huge inconvenience in my daily life, I have gone 2 days without a vehicle and no one is talking or even facing me.

    Business Response

    Date: 11/08/2022

    Business Response /* (1000, 5, 2022/09/26) */
    vehicle has been repaired with a decreased cost agreed upon by the customer and customer has vehicle in her possession.


    Consumer Response /* (2000, 8, 2022/09/27) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    General sales manager reached out to me and we came to an agreement on vehicle repair, they assisted me with a portion of repairs


    Consumer Response /* (2000, 9, 2022/09/26) */
    General sales manager reached out to me with a resolution, no further action is needed

Lute Riley Honda is NOT a BBB Accredited Business.

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