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:05/09/2025

  Type:Sales and Advertising 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 line in the ****** area and called to purchase this car. It is advertised at $55,555 which is the ***** The sales person got on the phone and told me that the car was $59,238. I asked to be sure we were talking about the same car. I asked if the dealer was charging above ***** I was told "yes, all the cars we sell have an addendum." The sales person said that they would not honor the price on the website. This is false advertising.

  Business Response

  Date: 05/16/2025

  Good morning,

       Thank you for reaching out.  The vehicle the customer inquired about can be purchased for its advertised price.  Upon receiving this complaint, the General Manager took the opportunity to meet with the Sales Managers and Sales Consultants to stress this/complete some retraining.  If the customer still wants to purchase the vehicle, please have him reach out to the General Manager for assistance.    Thank you for bringing this to our attention.

• Initial Complaint

  Date:04/11/2025

  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.

  My husband and I purchased a new SUV from Northside Honda in *********** located at ****************************************** Today we had a little incident a Flat Tire I called the dealer and they sent us a road side assistant. He inflated the tire and told us it's an easy fix. I drove to he dealership only to be told I never purchased an warranty on the tires. Indeed the finance manager told me we declined the warranty, and they won't fix the tire it has to be replaced and the tire cost $279 plus tax. My husband and I have never been told anything about the warranty for the tires , indeed why would I not buy it! I paid $53,000 for the car an extra $150 or $200 would not have been an issue. I had a long argument with the finance manager Supervisor AJ but insist that I was wrong and declined the warrant. He would not provide us any signed document showing we declined warranty on the tires, because There is no document indicated we declined the warranty, there were no prove of that. I asked him to look into the video to see if there is any conversation about that and he refused to do so and told me he is going to hang up and this conversation is over . Help Please. The 2025 Honda Pilot was purchased under my wife's name Samar and the financing too. I told them that I am going to file a complaint with the BBB but they did not care and they charged me for a new tire. My name is ******** and my direct number is ************* This is not about just a refund request. It's about their practice and deceiving to the customers.Sent from ******** ****** ********************

  Business Response

  Date: 04/11/2025

  Thank you for reaching out.  The customer was referral to the Finance Director by a friend/colleague in the automotive industry.  As, the customer's husband works/worked as a salesperson at an independent used vehicle dealership. Our Finance Managers or the Finance Director present options for extended service plans, wheel and tire protection plans, maintenance plans, gap, etc... to each customer. The Finance Director presented the options for purchasing these types of items at the time of this vehicle's sale several times, the customer's husband quickly shut down the conversation explaining that he worked at another dealership and believes those options are too expensive and are solely for making the dealership money.  The customer's husband did not talk to the Finance Director yesterday as he claimed in his complaint, however, he did visit the dealership and speak to another member of management.  (The customer's husband expressed his displeasure quite loudly in the sales and service department yesterday.)  The Finance Director called him today and explained that he (the Finance Director) was out yesterday.  The Finance Director reminded the customer's husband that the products were offered at the time of sale, and that those products were turned down.  The Finance Director offered the Tire and Wheel package again to the customer's husband today.  And, again, the customer's husband turned down the option to purchase it.  (The Honda Tire and Wheel protection packages are not sold for $150-$200, they usually range from $1200-$1500.) The individual tire that was purchased yesterday does have a two-year road hazard coverage just on that tire as provided by Honda.

  Northside Honda respectfully disputes much of what the customer's husband recalled in his complaint.  We wish him much enjoyment of their new Honda Pilot. 

    

   

   

  Customer Answer

  Date: 04/11/2025

  Complaint: 23191159
  
  I am rejecting this response because: NS Honda and their management are covering up the facts and refusing to investigate it and see the video during the contract signing and I know for a fact that its recorded. Thats their policy.
  about 3 weeks ago I went there because one of the tires had a nail in it and they took my car and they fixed without charge. No one said I have to pay for it because I dont have warranty and nothing was still at that point offered to buy warranty.  I have called other Honda dealer in the area and they all have same answer if you did not buy warranty we wont fix any flat for you for free.  So thats alone contradict what NS Honda claim and they are not tell the truth which I was never offered any warranty on the tires and no verbal communication was established with Mr ***** ********* , the finance manager 

  NS Honda are liable for not verbally explaining the warranty facts about the car especially for the tires and also the windshield.

  Its all cover up between each other because no one wants to take responsibility. And his only defense now is I can sell you the warranty now if you want ! Of course after I paid $300 for the tire replacement 

  I paid lots of money for the car and I put 50% down payment which they dont appreciate or respect for a mistake they made

  i I want this to be investigated more and like for someone to see the video 

  
  Regards,
  
  Samar *** *****

  Business Response

  Date: 04/14/2025

  Northside Honda believes we have been more than patient with the customer's husband.  Our investigation is based on/discovered the following facts:

  1.  There is no video of the customer and her husband's interaction with the Finance Manager.  ********************* is not refusing to review the video, nor is this a coverup.  One does not exist.

  2.  The Customer's husband did have verbal communication with the Finance Director.  First, when the vehicle was purchased, and the contracts were signed.  The customer's husband was present in the room when the contracts were signed.  Although the Finance Director offered to wait until the customer's husband was finished speaking to his insurance company, the customer's husband insisted on the Finance Manager completing the process of the customer choosing options and signing documents while he was on the phone with the insurance representative.  The customer's husband chimed in/communicated with the Finance Director when products/warranties were mentioned.  Perhaps the customer's husband missed some of the conversation between the customer and the Finance Director while he was speaking to the insurance representative?  Or, perhaps he does not remember, as he was involved in two different conversations, both requiring choices be made (vehicle insurance and purchase documents) at the same time?  The second time the customer communicated with the Finance Director was last week by phone. 

  3. The dealership did patch one of the customer's tires prior to this time.  It was done as a customer service as the vehicle was just purchased a short time ago, and quite frankly, for service customer retention.  it is inexpensive and quick to do so.  It is irrelevant that other Honda dealerships' business models do not encourage such things.  Customers usually are thankful for the free patch, and do not consider such kindness as an example of a conspiracy.   (During the later incident referred to in the complaint, the tire's damage was not in an area where a patch could be used.  A new tire was necessary.)

  4.  During the phone conversation with the Finance Director late last week, the Director reminded the customer's husband that he had turned down the products.  IN ADDITION, THE FINANCE DIRECTOR HAD ALSO VOLUNTEERED TO PAY FOR THE TIRE, SHOULD THE CUSTOMER'S HUSBAND CHOOSE TO RETURN IMMEDIATELY AND PURCHASE THE POLICY.  The Customer's husband did not take him up on that offer.  Therefore, that solution is being offered yet again.  As relayed previously, the policy usually sells for between $1200 and $1500.  Therefore, the customer is welcome to purchase the policy for $959, after subtracting the price of the tire from the original retail price.  Should the customer's husband wish to purchase the policy for $959, he should first call the Finance Director and make an appointment to do so.  The purchase, at this price, should it be chosen, must be completed this week.  Finally, the purchase is expected to be completed in a business-like manner, with the customer's husband's speech being at a controlled volume without harsh words or profanities. 

  Should this not acceptable, there is nothing more that will be offered to the customer's husband.  Again, we wish the customer and her husband much enjoyment in their new Honda Pilot.

   

  Customer Answer

  Date: 04/14/2025

  Complaint: 23191159
  
  I am rejecting this response because:

  Northside Honda continues to use a language that is deceiving and hide away from the truth. I don't appreciate them by claiming of being more than patient with the husband! 

  The finance manager has never mentioned and warranty on the tires or the window and never discussed prices with us. The Only warranty he discussed is an extended warranty up tp 96 months and then he backed off it by saying you may buy it after 30 months and you can get it cheaper outside Honda dealership.

  I was there during the signing contract all the time with my wife with 100% attention because my wife want me to be there of course to sign the purchase of a $53k vehicle which is pretty much normal with most or any family.  The insurance on the vehicle was 100% handled after the contract was signed and the reason is and I may remind them that the finance manager said and I quote "just give me your existing policy with you State Farm".

  Again, Whom ever responding back FROM HONDA is not telling the truth about my conversation last week with the finance manager.  The finance manager said to me I still can buy the warranty if I want and I told him that you already charged my card $300, reverse the charge first, and he said and I quote "That I can't do" and that how the conversation ended. and he never even mentioned how much the warranty cost.

  All the finance mangers are acting not professionally over a small issue that they came across because no one wants to take responsibility and admit that they made a mistake but yet they try to present the truth about the time we signed the contract on 2/12/2025 despite claiming there is no video was taking during the contract signing. The truth they present is far from being correct neither the conversation that took place with the finance manger last week.

  I have nothing else to add, and I urge BBB to investigate Northside Honda and publish this so everyone can see the truth about this dealer

  
  Regards,
  
  Samar *** ***** & the husband

• Initial Complaint

  Date:05/11/2023

  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 2020 Honda Pilot, on February ******************************************* popping noise near the dashboard speakers all the time. Honda, after many attempts, was not able to fix the issue so they informed me that i could trade of my vehicle for another Honda vehicle or return the Pilot completely and that they would give me my money back. I decided to return the Honda Pilot and in return was only given $14,100. The Pilot total cost was roughly $55000 and i had made a down payment of $15000. I paid over $10000 in payments. I did not know there was a lemon law that existed until i spoke to BBB, I went back to Honda and spoke with Manager ************************* and told him i was informed about the Lemon Law and with sarcasm he said that yes, Lemon law exists and that i should have known about that law before signing any documents and that there was nothing he could do to help me and walked away. I would like to know what my options are and what BBB can do to help me get my money back and resolve problem. Thank you.

  Business Response

  Date: 05/19/2023

       Thank you for forwarding this concern.  When the customer purchased his vehicle originally, he was given a copy of the Lemon Law.  He also signed a copy of the Lemon Law, and signed a form acknowledging he had received the copy of the law.  In addition, the Lemon Law is prominently posted in our service customer waiting area. 

       New vehicle dealerships do not assist customers in completion of the lemon law process.  Details of the process can be found online at the ***'s Lemon Law section.  The customer, not the dealership, completes an online form.  When the form is completed and turned in, a *** investigator is assigned to the case.  The dealership provides service and sales records to the *** at that point.  The *** decides if the vehicle meets the criteria.  If so, the amount the customer receives for the vehicle is decided via a formula that takes into account use of the vehicle.  Again, other than providing the *** copies of records, we do not complete the forms for the customer, nor do we make a decision about the request, or set the amount that the customer would receive.  As stated above, the customer was informed about the Lemon Law.

       The customer had choices when it came to his vehicle.  He could have chosen to trade it in.  He could have chosen to sell it privately.  He could have chosen to sell it to another dealership.  He chose to accept an offer from our dealership; he could have turned down our offer.  He accepted the funds and signed the appropriate paperwork to sell the dealership his vehicle.  That amount will not be renegotiated now.  

  Customer Answer

  Date: 05/21/2023

  Complaint: 20048382
  
  I am rejecting this response because I dont remember signing papers for this lemon law also if I did dealers make u sign everything very fast . I think if they know about this law they should help customers but if there is nothing that can be done thru BBB I will take another route
  
  Regards,
  
  *******************************

  Business Response

  Date: 05/22/2023

       Thank you for the quick reply.  Lemon Law in ***** applies to purchases of a NEW vehicle.  The Lemon Law information is posted in the service department for customers to see on yellow paper, so it is noticeable.  In addition, all customers sign a copy of the Lemon Law at time of purchase and receive a copy of the Lemon Law at time of purchase.  As communicated before, dealerships do not assist in the completion of the paperwork of the simple paperwork the ***** DMV requires.  We provide copies of the repair orders to the ***** DMV showing the service visits from the vehicle after the customer files the complaint.   The ***** DMV determines whether the vehicle is eligible for the Lemon Law, based on criteria including number of visits for the same problem in a certain time period.  If the vehicle is determined to be eligible, a formula is used to determine the amount of money the customer will receive.  

       A service history check brought on this vehicle brought several things to light.  First, there were only two repair orders after the customer purchased the vehicle.  The first was for a clean-up.  The second repair order, approximately eight months after purchase included a free first service, and replacement of the left rear tire that was gashed.  It does not show that the customer sought service for the popping noise.  In fact, a Carfax does not show that the customer sought service for the popping noise from any Honda dealership.  Second the vehicle was purchased used, and the ***** Lemon Law is used by consumers who purchased defective new vehicles. 

  Customer Answer

  Date: 05/23/2023

  Complaint: 20048382
  
  I am rejecting this response because:
  
  Regards,
  D
  ******************************* dont know where this information came from. Honda pilot was taken for service four times, every time that Honda was taken it stayed at the dealer for over three weeks. Honda pilot was never taken for damage tire it was my Honda civic that had a damage tire due to a bent rim. Rim is still hasn't been Replaced and its been over 6 moths. I know that Honda pilot gave me the opportunity to trade Honda pilot or to sell it or to trade it in in Another Dealer. I asked **** the mechanic if I could trade it in for another Honda pilot but he said that all Honda pilots Had same issue. Now why sell it or take it to another Dealer when this issue is going to be ongoing issue I dont think is fair . Going back with the lemon law its a LAW and we need to respect the law. The way Honda Dealer is Responding looks like they dont treat customers fair thank you

• Initial Complaint

  Date:11/18/2022

  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 my car at this exact location 6 years ago. At the beginning everything was fine and the staff was kind and friendly. Fast forward 5 years and the whole place went downhill. From management to staff.I took my vehicle in for an oil change and they didnt put all the parts back properly. The splash shield started falling off in the middle of the freeway. I pulled over and safely secured it back up. The next 2 times I took it in they refused to acknowledge any wrong doing so I left it that way and trusted that they would just make sure to secure everything back together the way I had it. By the third time my splash shield was never replaced and all they could do was claim that it was never there to begin with. Now my car is completely exposed from the bottom and they will not give me my part back. Whoever took it off was too lazy to put it back on because it had some damage due to their own incompetence. I contacted the manager and all he had to say was oh well my technician said it was missing so thats what I have to go by. Your technician is a lazy (insert derogatory term here) that does not know how to do his job and is now costing me over $500. At this point I dont even want them to fix it I just want my part back so I can take it somewhere else and never go there again.

  Business Response

  Date: 11/30/2022

  Thank you for forwarding the concern. Our records show that on a service visit that took place on 08/18/2021, the customer's vehicle was brought in with significant damage to the splash shield/lower engine cover assembly; removal and replacement of the part with new hardware was recommended to the customer.   The customer did NOT choose to remove and replace the lower engine cover and hardware; she was quoted a price of $247.13 to do so.  It is important to note that many of the fasteners for this part are plastic clips/rivets/screws.  It is not uncommon for a lower engine cover/splash shield to be damaged, as it is designed to protect the engine, and therefore takes the brunt of the damage from debri in the road, speed bumps, etc.... In short, a damaged splash shield, is one that has been doing its job to help protect the engine.  Our records also show that after two more visits, on the third visit (4/11/22), the previously damaged Splash Shield was missing.  The customer was quoted a price of $344.08 to replace it.  The customer chose NOT to replace it for the second time.  On 8/2/22, it was again noted that the Lower Engine Cover was missing prior to service by a technician.  Finally, on 10/20/22 it was recommended to the customer again that her missing Splash Shield/Lower engine cover was missing and needed to be replaced.  The quote was $481.10 and the customer declined to replace it.

  The customer spoke to the Service Manager by telephone recently, and this repair order history was explained to her.  A series of Service Advisors of recommended the customer replace the part over a fifteen month period starting from when it was damaged, to three times when engine cover was missing.  The customer's splash shield is not simply sitting in a corner in our service department; the vehicle arrived here without the part on 04/11/22.  Therefore, we cannot return her damaged Splash Shield, as we do not have it.  *********** Manager is willing to offer a small discount to the customer if she chooses to purchase and replace the part at our Service Department.      

  Customer Answer

  Date: 11/30/2022

  Complaint: 18435561
  
  I am rejecting this response because:

  as I explained previously the damage was caused by their own negligence and my car did indeed go in there with a splash shield in place but left without one. To simply offer a small discount is not enough when I have gone in there and paid premium prices to receive mediocre service. I simply want my whole part to be returned and thats it. i will not accept anything less than that.

  
  Regards,
  
  *************************

  Business Response

  Date: 12/01/2022

  We will address the customer's with much of the same info as in our original answer:

  1.  Repair order 41504-8/18/21- Customer advised that Lower engine cover plus hardware was damaged and needed replacement.  Quote $247.13, customer declined.  CUSTOMER WAS INFORMED VERBALLY AND DAMAGE WAS NOTED ON COPY OF THE REPAIR ORDER SHE RECEIVED.

  2.  Repair Order 54958-04/11/22-Customer advised that Lower engine cover now missing.  Quote to replace $344.08, customer declined.  CUSTOMER WAS INFORMED VERBALLY AND MISSING PART WAS NOTED ON THE REPAIR ORDER SHE RECEIVED.

  3.  8/2/22 - Technician again noted missing lower engine cover in notes on Repair order ***** prior to beginning servicing the vehicle on that date.

  4.  Repair Order ***** - 10/20/22-Customer advised again that engine cover is missing and needs replacement.  Quote $481.10, customer declined.  CUSTOMER WAS INFORMED VERBALLY AND THE MISSING PART WAS NOTED ON COPY OF THE REPAIR ORDER SHE RECEIVED.

  5.  Date unknown-late October or early November - Customer phoned service manager, service manager went over all this information with customer on the phone. 

   

  Therefore, we have a 15-month series of interactions with the customer that occurred both verbally, and in documents.  She was initially informed that her Splash Shield was damaged and needed replacement.  WHEN SHE CHOSE NOT TO REPLACE THE DAMAGED PART, WE CAN ONLY ASSUME IT LATER FELL OFF AWAY FROM THE DEALERSHIP.  Following that, the documents and verbal interactions show that the customer has been repeatedly advised the part is missing, by at least three different Service Advisors, and needs to be replaced.  She has declined each time to replace the missing part.   AS WE DO NOT HAVE HER DAMAGED SPLASH SHIELD AT THE DEALERSHIP, WE CANNOT GIVE IT TO HER.  

  Customer Answer

  Date: 12/01/2022

  Complaint: 18435561
  
  I am rejecting this response because:

  I was never notified that it was missing. According to this person they informed me but they DID NOT EVER INFORM ME!!!! Of course he is not going to accept responsibility, which is why I was forced to take these measures. I have the paperwork and no where does it state that it was missing until the very last time I went in, with the part STILL VERY MUCH THERE!! and somehow very conveniently for them it ended up missing. If your employees are too lazy to put my part back on it could have at least been handed to me and informed that they could not or would not put it back on, which ended on being the latter. 
  

  It is a complete lack of customer service and disrespect to force me to pay for a part that they did not return to me, especially after being a loyal customer for over 6 YEARS!! This ********************** does not care about its customers and its evident. I will never return here but I do want my part BACK.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:10/25/2022

  Type:Sales and Advertising 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 contacted north side Honda in *********** after going online and seeing a civic for $25540 and talked to ******** and verified the car was there on the lot and that price. She said she verified the car was there and there wasnt any additional markups or gouges as that was my specific question. I drove a little over half hour to the dealer and as I almost arrived ******** called back and said actually she was wrong and they are putting a $6,000 additional markup on civics and ************************* is the manager on to talk with him. I arrived and ***** said that he doesnt even have the car and it will be delivered any day. I said you have a stock number already that means you have it and he said no thats just so we can list it online. I then said your website says $25k and doesnt mentioned the additional 6k price gouging and he said Honda only allows them to list MSRP and I stated this is bait and switch to advertise without disclaimers and then mark it up. I was ready to buy and currently have this exact car on order with ********** Honda without the gouging but the production date got pushed out so it may still be up to month before we receive it. I explained all this to ************************* the manager on duty and said sell it to me at your advertised price and Ill take it when it shows up, even though I know it was there due to having a stock number and he said no only with the 6k mark up. I cant believe Honda corporation allows dealers to miss lead with advertising and bait and switch prices.

  Business Response

  Date: 10/27/2022

  Thank you for reaching out to us with your concern.  The Civic you expressed an interest in was not at the dealership yet.  When the vehicle leaves the factory to be transported to the dealership, a stock number was assigned at that time.  This is standard practice at dealerships, as it allows for the required accounting tasks to be completed and the vehicle to be sold upon its arrival.  As you know, vehicle inventory is in short supply and many customers are ordering vehicles.  Ordering a vehicle gives the customer not only control over the equipment on the vehicle, but also results in a reduced price.  (The customer is not competing with a large numbers of other customers for a limited amount of vehicles).  We look forward to the time that shortages in electronic chips are a thing of the past and more vehicle inventory is available for stock at our dealership.  Of course, when the vehicle arrives, if the customer is present at the dealership to purchase it, he may purchase it for the advertised price.  Please contact the General Manager he spoke to earlier this week.  However, we cannot hold the vehicle given the limited number of Civics and the number of customers seeking them.