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:02/25/2025

  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.

  I went car shopping 1/25/25 My first dealership to visit was Tomball Honda. ***** as ***** 23 yr old young female was my 'relationship builder' car sales person she showed me several used vehicles of which none were to my suffice. She them showed me a '23 Honda *** I test drove but was really concerned with how difficult it was getting in/out of vehicle. After consistent pressuring me to make a choice and how another customer was wanting to buy this vehicle, I finally decided maybe it was for me after all. I put $***** down-payment. After 2 days of driving only to and from work I txtd ***** and stress my concerns of the vehicle for both my health and comfort. She promised to help me get into a different vehicle. She stated no worries that it wouldn't be a problem at all. After days as I was at work and ************ txting. I continued to look at their used vehicles on the website. After finding 3-4 vehicles I would txt her the link info asking to see these choices. She continued to make excuse after excuse of why these vehicles were unavailable. I myself went back to this dealer a total of 6 times since 1/25/25 My final visit was on 2/14/25 I was determined to be out into another vehicle this evening. My daughter was admitted to the ** as I was dealership. I requested rhe GM of used sales, **** **** to help me. He too promised to put me in another vehicle and trade in my *** purchase on 1/25/25 He trades the *** in for '21 ****** Rav4 After catching him seval times trying to mislead both the price and paperwork it wasn't until I was w/financing ***** ***** and he asked hoe much I was putting down on this vehicle. I told him the $***** from the pervious vehicle and he said 'Uh no ma'am you lost that ***** I have too contacted ************************ for help getting my money back or applying to my trade in Rav4 Please help me understand this. I also am looking into contacting a lawyer and local news for assistance in this matter.Thankyou

  Business Response

  Date: 02/26/2025

  Mrs. ***** was fully aware, and it was disclosed to her at time of sale when trading HRV to the Rav4 all monies relating the transaction. As shown by her own submitted documents here. Furthermore, the contracts signed by her validate there was no equity or down payment required or received on the Rav4 transaction. We will respond to all inquiries with same information she has provided regarding this matter as proof. We did not take any money from Mrs. ***** that was not disclosed and signed and acknowledged by her in both transactions. 

  Sincerely and Respectfully

  ***** Gonzales 

  General Manager and Managing Partner 

• Initial Complaint

  Date:10/09/2024

  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.

  I was made to pay ****** for a steering rack that was recalled on over 2 million vehicles. They told me my VIN number wasn't in the recall but my car was doing the same thing that the recalled cars are doing. My vehicle has only ****** miles. So it isn't possible that the steering wheel rack was wear and tear. Honda did pay 75% of the bill but I was made to pay ******. That isn't fair. My car should have been in the recall as well.

  Business Response

  Date: 10/10/2024

  Thanks for letting us know about this issue. Yes, we agree 100% and I can tell you that Honda Corporation would be the entity to reimburse the amount paid for this repair. Since it is warranty and they have now come with the correction and admitted the issue with the recall, she can get her refund from Honda.

  The client just needs to call Honda ****** services number located in the back of the owner's manual. Honda will want all the details to open a case number. ***** will then receive the information and process for reimbursement from them directly. 

  Sorry for any confusion and thanks again for letting us know. Hope this helps and please let me know if there is anything else we can do here. 

  ***** Gonzales 

  Honda of Tomball

• Initial Complaint

  Date:07/18/2024

  Type:Billing 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 am writing to express my dissatisfaction with the service I received at Honda of Tomball on July 13, 2024. I reside in *******, ** and due to a power outage caused by Hurricane *****, I contacted the dealership on Friday night to schedule an oil change service for my 2018 Honda CRV. Despite confirming a labor cost of $28 with no tax, I was surprised to be charged $40 upon checkout on Saturday morning. The discrepancy in pricing was not communicated to me clearly by ***** *******, the service advisor, leading to a frustrating experience. This letter serves as a formal complaint regarding the poor service I encountered at Honda of Tomball on July 13, 2024. Despite confirming a labor cost of $28 for an oil change service on my 2018 Honda CRV, I was charged $40 upon checkout. The lack of transparency and professionalism displayed by ***** *******, the service advisor, during this interaction was disappointing and unacceptable. I am reaching out to address the unsatisfactory experience I had at Honda of Tomball on July 13, 2024. Despite confirming a labor cost of $28 for an oil change service on my 2018 Honda CRV, I was charged $40 upon checkout. The miscommunication and discrepancy in pricing provided by ***** *******, the service advisor, left me feeling frustrated and disappointed. I am writing to express my disappointment with the service I received at Honda of Tomball on July 13, 2024. Despite confirming a labor cost of $28 for an oil change service on my 2018 Honda CRV, I was unexpectedly charged $40 upon checkout. The lack of transparency and miscommunication from ***** *******, the service advisor, contributed to a negative customer experience. This correspondence is to address the subpar service I encountered at Honda of Tomball on July 13, 2024. Despite confirming a labor cost of $28 for an oil change service on my 2018 Honda CRV, I was charged $40 upon checkout.

  Business Response

  Date: 07/19/2024

  We apologize for the inconvenience, and this was an oversight that should have been caught at time of check out. I believe my service manager has reached out and will rectify with a refund to the client. Thats for bringing to our attention. 

  ***** Gonzales 

  Managing Partner 

• Initial Complaint

  Date:03/02/2024

  Type:Customer Service 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 business sold me a vehicle at the beginning of 2023. They have not given me permanent plates yet. Due to them not issuing anything but temporary license plates repeatedly, I missed updating my ez tag account with new plate numbers every couple of months and have been charged an extra $100 in violation penalties due to their actions. Also, it it a major inconvenience for me to have to call them every time I need new temporary plates, they should automatically issue them to me, give me a call to let me know that they are in the mail, and to profusely apologize for this uneccessary and major disruption in my life.

  Business Response

  Date: 03/02/2024

  Client is right, we have had issue with the tags on this deal. We should have that resolved here soon and I am willing to reimburse them for their charges in the attachments. 

  I would suggest that they put the temp tags into their account, as that is allowed when logging in online. Then future charges will apply correctly without extra fees.

  We will send a check to the address on file.

  Thanks, and sorry for the inconvenience!

  ***** ********, General Manager 

• Initial Complaint

  Date:01/10/2024

  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.

  Honda of Tomball gave us a battery warranty for our Honda odyssey we got last year. Shows battery replacement is free for the first 3 years and when we go in they said they can not do it and we were never supposed to get warranty.

  Business Response

  Date: 01/11/2024

  The client bough a pre-owned car from us and within a few months the battery died. We the dealer paid for the battery and gave it to them for no charge. The factory only covers batteries for 3 years when the client pays COD. The factory does not provide us a dealer the same coverage as a consumer. 

  Now the battery has gone bad again and since we never obligated in the first place to replace the battery last year, but we did. We now honored half the cost this time and feel that both scenarios are "above and beyond" from the dealer side. 

  I am sorry the factory position did not favor the client in this situation; however, I am sure that we have done our part to make this right. We cannot be held accountable to the factory policies. We are an independent dealer at the same mercy when applying for warranty repairs.

  Lenny ******** 

• Initial Complaint

  Date:07/18/2023

  Type:Customer Service 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.

  Missed 5 calls from a phone number on 7/18/23. Have never done business with Honda of Tomball. Received robot voicemail saying they’re hiring and talking about promotions. I am registered on DoNotCall.Gov as of May 05, 2017.

  Business Response

  Date: 07/19/2023

  This concerns me a lot since we do not do robo calls. I had someone claim this last year and it ended up being another local Honda dealer. We would very  much like to resolve this issue. Is there any way I can get the number that was called "from". I see the client number listed and does NOT even show up in our systems here in TX for service or sales as they indicated. 

  Lenny ******** 

  General Manager

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that there was no proposed action, and this does not resolve my complaint. I have uploaded pictures of the number that called me, along with the transcribed text from the first 30 seconds of an almost 2 minute long robot voicemail. 
  

  My number has been on the Do Not Call registry since 2017, and I have never done business with this business, nor will I plan to. Receiving 5 missed calls after 8pm is unacceptable.
  
  
  
   

  
  

  Customer Answer

  Date: 07/28/2023

  They were asking for the phone number that called me. I provided the phone number in my original complaint with images.

  +1 (281) ********

• Initial Complaint

  Date:05/31/2023

  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.

  Honda of Tomball sold me not one but TWO bad cars!
  I first purchased a Hyundai Santa Fe 2015 from the dealership on February 6, 2023. On February 8th my check engine light came on & on February 9th I turned in my car to Honda. They fixed it & I got my car back late on February 14th. February 15 I took my car back in because the check engine light came on again! February 26th Honda called and said they fixed the issue, However the light came on again, so they’ll be keeping it to check out the new issue&fix it. I finally got my car back on March 1st&on March 4th the check engine light came on again! I took the car back to Honda on March 5th. On March 9th they told me that the car was ready for pick up. Upon receiving the car, I asked them to trade it in for another one because I’m not comfortable with all the issues I have had seeing as I had the car for 31 days, but it was in their possession 26 of those days with them trying to fix it.
  So March 9th I traded in the car for another car exact same car&year, another Hyundai Santa Fe, 2015.
  This car ran ok for about a month & then the check engine light came on on April 5th.
  April 7th the light went off, so I didn’t take the car in. On May 13th my check engine light came on again. On May 14th I was heading to the dealership & the car died on me so I had it towed to the dealership. The next day the said the engine was completely done. They stated I would need to buy a new engine! For $15,000! More than I just bought the car for two months ago. After going back and forth with them for a couple weeks, telling them they should be held liable for selling me another bad car, they stated they would pay for half the new engine. Seeing as I barely had the car for 2 months &this is the second car they sold me that didn’t work- Honda of Tomball should fix the car for me for free, as they did the other one.I have no working car now and since they said they’ll pay for half That shows they know they’re in the wrong& should fix it!

  Business Response

  Date: 06/01/2023

  Yes Mrs. ******** had bought a use Hyundai Santa Fe in February as she indicated. This was an AS- IS purchase of a 119k mile car. So, when she had a problem with it and had not purchased a warranty, we helped her get out of that and into another used car. The additional monies were due to taxes and tags in order to register the new car. The actual price of the newer vehicle was $500 less than the one she originally purchased. 

  We had also tried to show her and sell her types of vehicles other than Hyundai's. She was focused on this type of vehicle, and we had another, so we completed that transaction in March. She did not buy and extended warranty on this vehicle either. It has come to our attention that these engine issues are prevalent in these vehicles. So, now that she had similar issue with this one and we have looked into the matter. Hyundai has been offering extended coverage for these cars in some rare cases. So, we are currently looking into that possibility. However, that will be subject to Hyundai's corporate approval. In the case they will not cover the engine, we have offered her the "good will" gesture of helping her with the engine. Something we are not required to do again in an AS-IS purchase of a used vehicle. 

  So, hopefully Hyundai corporate will be willing to help, if not we have offered what I believe to be "above and beyond" or what most dealerships would do, which is say no entirely. We will let you know what outcome comes from Hyundai, but we will not be paying the whole amount given we are not required to cover any amount of this repair and she never purchased extended coverage for this vehicle. 

  Thanks, 

  Lenny ******** 

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  Honda of Tomball sold me not one but two bad cars. The first car they sold me was so bad after trading it back in, they sent it to auction because they couldn't re sell it on their lot. Why would they sell me the same car model again if they knew these cars are faulty? Upon getting the second car, the engine completely went out, two months later. I turned the vehicle back into them on May 14, 2023. They stated that they would be in contact with Hyundia corporate/manufacture and would try to get the engine covered by them. Then they had stated one of the three places they contact (this one in Virginia) would cover it for me and they were waiting for final approval! It wasn’t until July 27, 2023 when they called me and told me they would not honor it and won’t replace it for me. Why did the manufacturers/corporate state they would replace it at first and then changed their minds? Since they couldn’t get corporate to honor their word and cover it, they stated (the dealership) would cover half of the cost and I would be responsible for $7,000 of it. I’m seeking a reimbursement and answers on why it took over two months of back and forth only to be told it wouldn’t be fixed after they said it would be. If they agreed to fix it at first and then said they wouldn’t, what was the reason behind them not fixing it? I believe they should be responsible for covering the full cost of the engine since, not only is this the second bad car they sold me, but they stated it would be covered by the manufactures/corporate and then went back on their word.
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 09/18/2023

  We took the first car back and even counseled the client NOT to buy another similar vehicle. She wanted the same car; we never forced her to buy anything. 

  Now once the second car had the same problem, and she had NOT bought an extended warranty on the vehicle, we did offer to help. Because this is a known problem with these cars, our store in VA had said it MIGHT be covered even though it was out of factory warranty. However, they would have to submit the claim to see if they would? So, we obviously pursued that option. Unfortunately, the manufacturer rejected the claim. We simply asked for a favor if there was precedent, where they the manufacturer have the say whether to cover or not. 

  We have offered to pay half of the new or used engine out of generosity to assist the client in getting back on the road. She has not agreed and simply wants us to cover 100% whereas we have no obligation to do anything at all. 

  At this point we are storing the vehicle at no charge and would like to move forward and get an engine and her on the road. However, if she wants our help, she will have to pay at least half, or we cannot do anything.

  Sincerely 

  Lenny Gonzales 

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
    The statement they sent back is not true. They told me the manufacturer would cover it and then went back on their word. I possibly even have voicemails and texts from when they told me this.
  Also, the statement where they said I have not agreed and they are storing my vehicle is false!!!!
  I have already paid for half the vehicle and they already fixed it and is back in my possession and has been since August 25th which is why I’m asking for a refund. So how is the statement true that they are keeping my car there when I’ve had it back for a while now! Another lie that I have proof of!

  I believe they should absolutely be held 100% responsible for this!!!

  Regards,
  
  
  
  Julie ********
  
   

  
  

  Business Response

  Date: 09/19/2023

  The only thing that was not true was that it was being stored. In fact, she had agreed, and we fixed the vehicle AND paid for half of the repair. That is far and above what most dealers would do. We were not obligated to do anything at all. She should have purchased and extended warranty if she wanted any coverage.

  I am sorry she feels we covering half was not fair. We simply cannot be responsible for a manufacturer issue that even they would not cover, especially on a car that is 9 years old and has over 100k miles. 

  Again, sorry she feels that way, but we have gone above and beyond. I feel like most would agree. 

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  I don’t think it’s fair at all and believe they should refund me the half I paid to fix the car. I only had the car for two months before it completely stopped running!

  After this being the SECOND bad car they sold me- they should be 100% responsible and they should’ve never told me that they agreed to fix it, then went back on their word.
  

  They held my car for two months because they said the manufacture would fix it. If this wasn’t the case, they would’ve told me no from the beginning and released my car then, not after two months!!
  

  
  
  
  
  Regards,
  
  
  Julie ******** 
  
   

  
  

  Business Response

  Date: 09/20/2023

  Again, I will limply say that is why we offer extended warranties on used cars, they sometimes need it and we are not responsible nor the manufacturer. 

  Thank you, 

  Customer Answer

  Date: 09/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  I am very curious as why you all said the manufacture would cover it, waited to months to get it done, then came back and said no. Why did they say yes at first and then after two months say no? 
  
  
  Regards,
  
  Julie ********
  
  
  
   
  

  Business Response

  Date: 09/29/2023

  We cannot speak for the manufacturer, we tried to help and get it covered. They said no. We are not responsible for their approval or decline in coverage. 

  Customer Answer

  Date: 10/04/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  -They say they cannot speak for the manufacturer.... but they were in contact with the manufacturer for two months, while they held my car, to see if they would cover it.
  What was the reason the manufacturer gave you that they wouldn't cover it? The manufacturer told you what exactly? What was the communication you had with the manufacturer for two months about the car?  Why did the manufacturer say they would cover it and then two months later say no? Why did the manufacturer say no? 

  
  On top of that, my check engine light came back on, on September 21st. I paid an extra $7,000 to fix it and got my car back on August 26th and less than a month later I have yet ANOTHER problem with it! They are stating this problem will cost another extra $1,800!!

  
  I cannot believe this dealership sold me a bad car (twice) and is not taking responsibility for it! 

  
  They need to be held responsible for selling me a bad car and on top of a refund, I need answers on what the manufacturer told the dealership exactly. And why did it take two months for the dealership to get an answer? What was communicated between the dealership and manufacture for two months?
  
  
  
  
  
  Regards,
  Julie ******** 
  
   

  
  

• Initial Complaint

  Date:02/24/2023

  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.

  We purchased a 2013 Ford Explorer on 12/11/2021 HoT. Since purchasing this vehicle from Honda of Tomball, we have invested $20,675 for a 2013 Ford with 111,000 miles on it. We have paid an additional $2,975 replacing things not covered by the warranty, which we purchased for an additional $2,200 at time of sale. We have had the vehicle for just over a year and have had the vehicle in the shop for 84 total days, having only been able to put 3,713 miles on the vehicle since purchase.
  We knew we were overpaying for the vehicle at the time of purchase due to the market in late 2021. We were fully assured that the vehicle was properly inspected by Honda of Tomball prior to purchasing based on the inspection sheet supplied at time of purchase. We were offered an extended warranty at time of purchase to give us additional peace-of-mind. We have had severe issues with the vehicle since we drove it off the lot. Within 3 days of purchase, the vehicle was already in the repair shop. It has been nearly undrivable since the date of sale. We have been accommodating and understanding, trying to allow Honda of Tomball to remedy the situation, but our recent requests for management contact have gone unanswered. Attached is the letter we sent to HoT on 1/26/23 as well as the accompanying timeline of problems, repairs and expenses with this vehicle.
  As noted to our service rep, Matt, on 2/13/23, the transmission is still giving us problems. Matt stated management was out of office until 2/17/23, but that he'd follow-up with them upon return; we still have not heard from anyone. In addition to the support provided, we have invoices and inspection receipts from every transaction noted in our timeline and are happy to supply them as support for our claim.
  We are requesting Honda of Tomball make this right and buy the vehicle back. We do not believe this vehicle is repairable to a safe or road worthy condition, or that it has ever been in a safe condition for sale..

  Business Response

  Date: 02/24/2023

  We have looked at this vehicle multiple times. We feel that the issue or complaint is normal operation of this specific vehicle and model. We have suggested the client get a second opinion at a Ford dealer to ensure we have not misdiagnosed the concern. Ford themselves may have a warranty bulletin or fix that would be unknown to us as a Honda dealer? The warranty they purchased from us would be covered there as well if we were to have missed anything.

  I do feel that the quoted repurchase price was low and could help in looking at trading the vehicle at a higher price if the client wishes to contact me and meet at the store for available options? 

  Please let me know if so, I can be reached at 346-954-8464 or *********@hondaoftomball.net 

  Thanks, 

  Lenny ******** 

  General manager 

  Customer Answer

  Date: 03/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  Mr. ******* claims that his team has advised us to take our vehicle to Ford, as they are a Honda dealership and may not be able to provide service to the same standard as Ford. This is inaccurate, and a directly opposite statement than what we've previously received from Honda of Tomball. In fact, we specifically asked that they take the vehicle to Ford if they were unable to properly install and calibrate the most recent transmission; they assured us they would do so, but they did not. Our transmission is still giving us trouble. 

  In response to the statement that the trade-in value previously offered is low, we were advised by another sales adviser who called on 12/15/22 that he would prepare a different bid for trade, but he never called us back. We've already explained that they do not have any vehicles in stock that we are interested in purchasing, so the trade is not a reasonable solution for us, anyway. 

  Honda of Tomball sold us a defective vehicle and tried to disguise this by manipulating or fabricating an inspection report at time of purchase. Many of the items alleged on that inspection to have "passed" failed within the first year of ownership. One of those items is the transmission, which has now been replaced twice, and is still not properly functioning. Honda of Tomball should purchase the vehicle back from us without the expectation that we buy a new vehicle from them (why would we trust them on a future purchase?), or they should refund the amount we paid at the time of purchase.

  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 03/07/2023

  We still feel the issue of complaint is standard operation of this vehicle. So, there would be no reason to justify a buy back as we do not feel we sold a defective vehicle. It is not uncommon for a vehicle that is 10 years old and has over 110k miles to have issues. Unlike a new car, they do not have warranty and items will fail from time to time. In good faith we would offer to buy the vehicle today at $11,000 assuming condition and miles are similar to their last visit in December 2022. This offer will be good for 7 days (3/14/23) 

  Thank you for your assistance in this matter. 

  Lenny ******** 

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  We strongly disagree with the allegation that standard operation of the
  vehicle is broken motor mounts, wheel bearing, and control arm, a failing
  transmission, and a blown suspension. These were all things wrong with the
  vehicle driving off of your lot. You either failed to identify these issues on
  your inspection, or failed to disclose them. These are clearly not issues of
  normal wear and tear. You sold us a vehicle you alleged to be in good
  condition, despite all of the aforementioned issues being present. 
  We appreciate that you do not want to "take a loss" on this
  vehicle, but you are asking us to take that loss instead. The only mistake we
  made was buying the vehicle based on the representations you made at the time
  of sale.
  We are asking our purchase price of $15,500 as the buyback on this car. This
  still does not cover our losses, as we paid $3,158 for repairs since purchase,
  plus the $2,200 for the warranty through your third-party agent. This also does
  not account for all of our time, nor for the time we will now need to spend on
  purchasing a new vehicle. We feel that this is a fair ask. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 03/14/2023

  To be clear, the current issue/complaint of shuttering in shifting is what we identify as normal operation, not the other repairs. My statement comes after we have already replaced the transmission twice on this vehicle. Once in July 22 and again in December. Both times at no cost other than $50 deductible to the client under the warranty he purchased. We have a service advisor working here now that previously worked at a Ford store and has seen for years clients with the same Ford product complain about the way this transmission shifts. So, therefore we believe it is symptomatic of the vehicle. 

  We also had replaced the motor mounts in January of 2022 at no cost to client, something not covered by the warranty and cost us $1,200. This vehicle has had a total of $8k plus repairs on our end in addition to what the client has spent.

  So, having driven the vehicle for over 14 months and us having shared a lot of the expense and repairs to include two transmissions, we do not see where we would be under any obligation to buy the car back for any more than the above average trade number I offered in our previous response. 

  I apologize but see that we are just at an impasse on the resolution here. 

  Thank you, 

  Lenny ******** 

  Customer Answer

  Date: 03/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
   In response to the allegation that the transmission is functioning
  normally per this year, make, and model, we fervently disagree. If that
  statement were true, the warranty company and Honda of Tomball would both have
  denied the claim for improper function, and the transmission would not have
  been replaced twice. Additionally, the allegation that the vehicle was
  "shuddering" is grossly understating the legitimate issues we
  encountered with both transmissions; the vehicle aggressively down- and
  up-shifted, causing the occupants of the vehicle to be jostled around. This is
  clearly not a normal function of any transmission by any manufacturer. If
  you're implying that this is the new issue, you've not inspected the vehicle
  since we last picked it up from transmission replacement, so I don't believe
  that you are in any position to opine on the vehicle's current transmission
  condition.
  Addressing the statement that the motor mounts were not covered by
  warranty and HoT paid out of pocket for their replacement-we disagree, and even
  provided the documentation showing that the warranty covered those mounts in
  our initial filing of this complaint. If you are now stating that was not the
  case, HoT owes me a refund of the $50 deductible I paid regarding those motor
  mounts when I picked up the vehicle.
  Ultimately, as we've stated many times, Honda of Tomball
  represented that the vehicle had a clean bill of health during the purchase
  process. It was clear very shortly after the sale that this representation was
  false, and we have a very well-supported and thoroughly documented case to
  prove that effect. While HoT may be willing to disregard the documentation now,
  it is not something that an arbitrator or a small claims judge would disregard
  when we initiate the small claims or binding arbitration option referenced in
  our dispute resolution component of the purchase and sale agreement. 
  As we've previously stated, we prefer to avoid that route, as it
  is time-consuming and cumbersome for all parties. However, if we cannot get
  this resolved amicably through the BBB, that will be our next step.
  The
  other option we propose is that you at least pay for the out of pocket costs
  incurred repairing this vehicle, as well as the diminishment of value and loss
  of use of the vehicle that we’ve documented during the last year. The out of
  pocket cost to-date is $3,154 (as noted in our prior response, we had to pay an
  additional $183 to have the front strut replaced a second time after HoT
  stripped the mounting bolt during the most recent transmission replacement).
  Diminishment of value has been calculated based on the purchase price of
  $15,500 less the current estimated KBB private party mid-point sale value of roughly
  $9,000 = $6,500. This brings us to a total of $9,654, which is our formal
  demand for settlement of our claims.

  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 04/08/2023

  This
  was an AS-IS purchase. Attached you will see the signed acknowledgement by the
  client. However, we have helped in various repairs along the year, details
  listed below. 

  I have attached the Repair Orders to what we have done to
  the Ford for submission in this case and clarification to my earlier responses.
  
  RO#
  776643 11/30/21 – Our internal spend and details to preparation of the
  Explorer prior to sale. Which none of the recommendations of the technician were denied.
  $1,425.30 spent to include the highlighted items.
  Clients
  purchased vehicle on 12/11/21.
  RO#
  81949 1/15/22 – Motor Mounts were replaced, and client paid $50
  deductible. Reason I previously claimed we paid this was because all repairs within 60 days
  are covered by Honda of Tomball in lieu of submitting to warranty. This is
  our policy to ensure the management team here does NOT deny needed items
  during our reconditioning process. So, the adiidtional cost were covered by us.
  RO#
  197005 7/24/22 – 1st Transmission repair covered under the
  extended coverage bought with the vehicle. Total covered by warranty
  $7,229.88 plus client paid $50 deductible.
  RO#198714
  7/27/22 – Client brough in for various concerns. All done at no cost to
  client or warranty, we paid labor and parts internally.
  RO#203189
  9/16/22 – Cleared PCM and could not duplicate issue. No cost to client or
  warranty coverage. We paid internal labor on this repair.
  RO#251345
  11/26/22 – We called company transmission came from, which approved a
  replacement transmission at no cost to client or warranty, was ordered. $282.92 paid by
  Honda of Tomball for two new tires and TPMS issue. Client “good will” on our part. 
  RO#253005
  12/15/22 – New transmission is installed and $400 covered by transmission warranty.
  Additional “good will” $265.33 of Battery and Trans fluid was covered by
  HOT.
  
  So, at this point Honda of Tomball has spent $1,425.30
  initially, $413.19 motor mounts, $282.92 TPMS repair and 2 tires and $265.33
  for battery and fluids. = $2,386.74
  
  Warranty company $7,229.88 and then again $400 by transmission
  company for another = $7,629.88 in warranty repairs.
  
  Client has paid two $50 deductibles = $100.
  
  I will
  also point out that on March 9, 2023, I increased our buyback offer to $11,000
  which 13 months after purchase was well above fair trade in value.
  Client is now using $9,000 in his calculations for increase in claims as proof of this point.

  Thank you, 

  Lenny ******** 

  Customer Answer

  Date: 04/24/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  We have already agreed that the vehicle was sold as-is, but
  as the documentation Mr. ******** provided indicates, that “as-is” condition
  refers to the condition HoT claimed the vehicle was in at time of sale.
  The majority of what Mr. ******** is including as “internal
  costs” are costs related to damages that happened while in custody and care of
  HoT. Ultimately, this is a failure on HoT’s service department. They failed to
  properly inspect the vehicle prior to listing it for sale, failed at properly
  replacing the transmission TWICE, and damaged additional items such as
  mentioned tires, the battery, and the suspension, while in their care and
  custody. Just about every time we picked the vehicle back up we still had the
  same problem it was brought in for and had additional issues caused by HoT
  (tires, battery, etc.) 
  Let’s also not forget here, each and every time HoT did
  warranty work, they got paid for that warranty work. There is a lot of labor in
  those numbers Mr. ******** listed. I would assume HoT received thousands of
  dollars in labor from the warranty company as well as some commission on the sale
  of the warranty. This narrative that HoT is out all this money, while
  simultaneously collecting thousands from the warranty company on the back end,
  is dishonest.
  In response to the internal work orders Mr. ******** presented, we state the following:
  RO #776643 11/30/21: You state that all recommendations of
  the tech were completed and their cost to HoT. However, as we indicated in our
  initial filing and supporting documentation, we took this vehicle for a test
  drive prior to purchase, as well as to our own inspector; our inspector was
  only able to conduct a minimal inspection, unlike HoT, who had the vehicle for
  plenty of time to thoroughly inspect all components. That inspector advised
  that the front passenger wheel bearing needed replaced, as well as the motor
  mounts. We brought this back to HoT to negotiate at purchase, and were told
  that there would be no further work completed on the wheel bearing. The loan
  representative actually told us that since we were purchasing the aftermarket
  warranty, we should wait 30 days before filing a claim, at which time the motor
  mounts would be taken care of under the warranty. This indicates many things:
  1. Your inspector missed at least two major issues during his inspection. This
  makes it hard to believe that the other items identified throughout the first
  year of ownership were not also items the HoT inspector overlooked. 2. HoT was
  willing to sell a vehicle they knew was not in roadworthy condition. 3. HoT’s
  official position was for us to utilize our warranty to cover work they were
  responsible for completing (and that they below complain about having to later
  complete).
  RO #814909: As referenced above, HoT knew about this issue
  at the time of sale and declined to correct it. They claimed we could wait 30
  days and then file a claim with the warranty. At time of sale, we were told we
  could use any licensed mechanic of our choice to do the work necessary under
  our warranty, but when we tried to use Midas, the warranty company insisted we
  had to go back to HoT, who is responsible for all warranty work. We did go back
  to HoT, who advised this was a warranty claim and charged me my deductible.
  They are now stating this was not put through warranty, and that they
  erroneously charged me my deductible under that policy. Additionally, they are
  attempting to claim credit for work they should have done before selling the
  car anyway; as though it was somehow our fault that they ended up paying for
  this.
  RO #197005: It shouldn’t matter what the warranty company
  paid for the transmission. That’s a premium we pay to have coverage for. This
  is not something HoT gets to claim credit or “pat on the back” points for. The
  transmission failed, it should have been replaced under warranty. That’s
  straightforward and requires no further explanation. As mentioned above under
  the inspection, it’s hard for us to confirm that this issue didn’t exist prior
  to purchase, and wasn’t overlooked or otherwise disregarded by HoT.
  RO #198714: The vague indication that there were “numerous
  small items” HoT took care of at no cost to us is patently false. We provided
  documentation from Honda’s own techs in our initial report of this claim to the
  BBB. The vehicle was returned because it was still experiencing severe
  transmission issues-this time hard up-shifting. After the replacement of our
  first transmission, suddenly, the AC stopped working and there were tensioner
  issues. We asked HoT if these items were related to the transmission
  replacement, and HoT decided to take care of them-we assumed this meant that
  they were, in fact, related to the transmission replacement. Attempting to
  claim them now as somehow an act of good faith is in poor taste.
  RO #203198: Vehicle was again hard-shifting, so we returned
  to HoT for inspection. They claim to have cleared adaptive learning, which was
  not done at transmission replacement, or during the return visit mentioned in
  the prior work order.
  RO #251345: This was not a transmission replacement. Our car
  was here for 3 weeks while Honda apparently ran tests and tried to work out the
  issues with hard shifting-if there was an issue with the tire, it wasn’t
  present when we dropped it off, so it occurred while in HoT’s care, and it’s
  reasonable to expect that they’d cover the expense to fix it.
  RO #253005: Vehicle returned same day as pick-up because it
  hard-shifted immediately on leaving the parking lot. This is when the second
  transmission was requested by HoT from the warranty vendor. We have a Firstech Drone
  in our vehicle, and were able to monitor the vehicle’s battery health while it
  was in HoT’s possession. It appears while in HoT possession a door or light was
  left on which drained the battery to under 2 volts. My husband notified the
  tech that the battery was showing as dead and due to the battery not being a
  deep cycle battery, the battery will never fully recover from being fully
  discharged. That was HoT fault. Again, this is not something we asked for, we
  simply expected them to care for our vehicle while in their possession.
  Mr. ******** has tried to ignore all of the documentation
  we’ve provided in initial filing, and alleges that we’ve paid only $100 for all
  of the issues. He does not address any of the other items we’ve referenced in
  our complaint, or that we have documentation showing that we have in fact paid nearly
  $3,200 in repairs either not covered by warranty or specifically denied by HoT
  (see initial inspection details above, re: wheel bearing).
  We made clear in our last request for settlement that we
  still do not feel $11,000 is a fair buy-back price, as it does not account for
  the amount we paid for the car, or the amount we’ve paid out of pocket. It
  certainly doesn’t account for the time we’ve spent trying to just get this
  vehicle to be drivable, nor for our stress or inconvenience at having to deal
  with this.
  We provided a specific calculation for our out of pocket and
  supporting documentation for such, and spent time properly calculating the DV
  on this vehicle to come up with a reasonable settlement offer. We don’t want to
  do any further business with HoT. If they are unwilling to buy the vehicle back
  at the price we paid for it ($15,500), and are unwilling to counter our request
  for a direct settlement as opposed to buy-back, we will have no further option
  but to move forward with the legal options available to us in our purchase
  agreement. Honda’s response to this message will dictate whether we resolve
  this case through BBB or litigation. 
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 04/27/2023

  It would appear as if we cannot agree to any terms and the client can pursue whatever options they deem necessary at this point. 

  Thank you, 

  Lenny ******** 

• Initial Complaint

  Date:09/23/2022

  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.

  My nmae is ***** ****** ,I purchased a 2022 passport honda from HONDA OF TOMBALL in july . I was not happy with the vehicle and returned it in within the week :;however my inspection sticker was not replaced nor the wheel locks i puchased. I have been in contact with the salesman John and parts department and have not had any sucess in resloving my issue. I was told the president was not in office ,so i am at a loss of who to turn to. no one seems to care of my inquiry. I am a widow and am in need of help. I feel they are taking advantage of my vulnerability.

  Business Response

  Date: 09/24/2022

  Client needed a refund on wheel locks that were paid for and left on a new car she returned to us. Because it was marked "unsold" in our systems, service had no way to see the history and issue refund. 

  Client has been contacted and she said she will send a copy of receipt for us to send her a check. 

  This should satisfy complaint. 

  Lenny G. 

  Managing Partner