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:04/29/2025

  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.

  04/28/2025- I went to the dealership by looking the advertisement of 0% APR ****** on the website. they lied to me at that time and i could not verify their lie. when i come home and check more details in my laptop i saw that they offer 0% APR and i have checked the inventory of 0% APR ****** in the website i found my vehicle in the list. 04/29/2025- i visited the site and showed them the details, and the manager told me that they have well aware of this one and they advertise by talking with their attorney, but they are not liable to follow the website mistake or whatever it shows on the website. if they will not honor the advertisement, then i asked them to return my vehicle but they did not want to return as well. I need a justice. please help

  Business Response

  Date: 05/27/2025

  Hello,

  I spoke with Mr. *** directly and advised him that the link on the website is on every page informing our guests that 0% is available on select models.  Once you read the 0% disclosure, it clearly states which specific vehicles that qualify for the promotion. Before Mr. *** purchased his vehicle, we told him that 0% was not available for the model he purchased when he asked about the promotion.  Mr. *** understood and continued to sign financial loan documents with American Honda ******************* lowest advertised promotion rate of 3.49% for 60 months on April 28, 2025.

  I have attached the ad for April 2025 that was valid until April 30, 2025 during the time Mr. *** purchased his vehicle. Clearly you can see 0% APR financing for up to 72 months on select Honda models. 0% APR financing is only applicable for new and unregistered 2024 Honda Prologue for well-qualified buyers. Not all buyers will qualify. Higher financing rates apply for buyers with lower credit ratings. Actual down payment may vary. Dealer participation may affect actual payment. All offers exclude tax, title, license and $989 dealer processing fee. All financing for a limited term on select models with approved credit.

  Mr. *** purchased a 2025 Honda Accord Hybrid which does not qualify for the 0% offer from American Honda Financial Services.  

  If you have any additional questions or concerns, please reach out to me directly.  

  Thank you,

  ***** *******

• Initial Complaint

  Date:01/18/2025

  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 took delivery of a Honda CRV hybrid Sport Touring model on January2,2025. We had been at the dealership on Dec.29 and they had no cars available on their lot in the color we wanted.The sales manager said there was one in ******** and they could pick it up. We had concerns about the distance, however; he said it was only 35 miles. When the car arrived, it had 106 miles on it. I was told this was probably just from test drives. That seemed unusual, but we believed him. When we came to pick up the car on Jan 2nd, it was not ready. We were told it was still going through ***. The sales manager also said there were 2 recalls on the car, one of which was a potential problem with the fuel pump. He said it was taken care of and replaced..to give us peace of mind. This was also indicated on the ****** report. When I questioned him about how long the car had been sitting on the lot because of the high mileage, he said it couldnt sit longer than 60 days. After taking possession of the car, we have found out from speaking to the service manager, that the fuel pump had NOT been replaced. In addition, there was paperwork in the glove compartment showing the car had arrived at the other dealership in August of 2024. It had been sitting for 4 months!The sales manager had deliberately lied to us so that we would buy the car. He knew we had concerns and were on the fence about going through with the sale. His assurance about the age of the car and the safety issue with the replaced fuel pump made us decide to go ahead. The purchase price was $45,956.12 . This included the prepaid maintenance and warranty packages totaling $5288.We do not want to keep this car and want the dealership to refund our money . Since I found out about the fuel pump, it is sitting in our driveway. If the sales manager had been honest with us, we wouldnt have bought this car. Please help us!Thank you.Sincerely,***** and *** ***** ************

  Business Response

  Date: 05/30/2025

  I personally spoke to *** and Mrs. ***** and we came to a mutual agreement for the dealership to take the vehicle back.  On January 22, 2025 ***** and *** ***** signed a Release and settlement agreement that they are satisfied with regarding the purchased CR-V from Honda of Chantilly on January 2nd.  If you need any additional documentation or have any concerns, please do not hesitate to reach me. 

  ***** *******

• Initial Complaint

  Date:12/16/2024

  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.

  Dear BBB Team,My name is **** and I purchased a Honda CR-V Hybrid (*****************) on October 19, 2024, from the dealership Honda of Chantilly (**************************************************************************). Unfortunately, I have encountered several significant issues with both the vehicle and the dealership's service.Firstly, the vehicle has had multiple Mechanical issues since purchase. It has been returned to the dealership three times for the same problem, and each time the issue was not resolved. This has significantly impacted my ability to work as a taxi driver, as the car is essential for my job. Every time the car is in the service center, I lose income, causing severe financial difficulties.Secondly, the down payment I made was mishandled. Despite assurances that my payment would be deducted from the total cost, it was not properly reflected in the final amount. This misleading transaction has caused me financial stress.This situation has been extremely stressful, especially considering the dealership's failure to properly address the mechanical problems. I request your assistance in obtaining a full refund for the vehicle due to these ongoing issues, as it qualifies under the Lemon Law. I no longer wish to have any dealings with this dealership due to the distress and financial loss caused.Thank you for your attention to this matter. Please help me out.

  Business Response

  Date: 05/30/2025

  Mr. ********* CR-V initially needed fuel injectors replaced in his vehicle due to a mechanical failure. Attached are the detailed notes from the technician that followed American Honda ******************' resolution line that fixed Mr. ******** vehicle concerns.  Mr. ******* was provided a courtesy loaner vehicle from Honda of Chantilly while his vehicle was being worked on.  Mr. ******* was also not charged for this repair since it was covered under the factory warranty. This repair was closed and ready for pickup on December 16th 2024.  We have not heard any additional concerns from Mr. ************** All of his concerns have been addressed and resolved. Please let me know if you have any additional questions or concerns.

  ***** *******

• Initial Complaint

  Date:10/12/2024

  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 sold my old car to this dealership on September 23 and gave them the title that same day. The paperwork I signed said I would get my check within ***** hours, but it has now been 15 business days, and I still havent received it.I called multiple times over the past two weeks to ask about the check, but Ive had a hard time getting any clear answers. Several employees said they would call me back, but they never did. When I called again today, I was told that the sales team hasnt even sent my paperwork to accounting yet, and Id need to wait another week. By that time, it will have been 20 business days, which is way longer than the promised 72 hours. Now when the phone rings to the sales department, it is unanswered, and I am instead redirected to service every time, so it's obvious that they are avoiding me. I have talked to sales people, service people, one of the finance managers, Zasha, I sent emails to ***** the General Manager, **** Boss the Director of Internet Sales, and **** ***** the General Sales Manager.What makes it worse is that the dealership already has my old car listed for sale on their website, but Im still waiting to get paid. I understand things can get busy, but this is not the level of service I expected from such a big, well-known dealership.If they had just communicated better and followed through on their promises, this experience could have been a lot smoother. I really hope they fix their process because this situation has caused me a lot of ********* still waiting for my check. I have all the paperwork that they provided me for the sale. I would like Honda of Chantilly to contact me at ************.

  Business Response

  Date: 05/30/2025

  Honda of Chantilly has processed all of Mr. ***** paperwork regarding the sale of his vehicle to us.  There was a delay in the titling paperwork due to a miscommunication between our team and the client.  Once again Mr. **** has been compensated in full for the sale of his vehicle and he is currently satisfied. Please let me know if you have any additional questions or concerns.

• Initial Complaint

  Date:04/09/2024

  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.

  Went to Honda of Chantilly for a standard oil change. During the oil change process, Honda of Chantilly told me the threads on the oil pan were stripped (and blamed it on my regular car shop). It was over $900 to replace the oil pan. I asked to retain the "broken" part. I had several friends and another car shop ****************** in ***********, **) look at the oil pan and no one could identify any defects. I was also told that even if the pan had been stripped, there were cheaper solutions than replacing the whole oil pan. I would like the business to refund the cost of replacing the oil pan, including parts and labor.

  Business Response

  Date: 06/01/2025

  ******** ****** spoke with a Honda service advisor on 9-4-2023 regarding the part and cost to fix her vehicle concerns.  Ms. ****** authorized the advisor to proceed with cost to repair her vehicle and to order the part.  The part to fix her vehicle was on back order and Honda of Chantilly provided a courtesy loaner vehicle until her vehicle was repaired.  On 9-13-2023 the part was installed and ready for Ms. ****** to pickup.  At that time our team also provided a $75 discount to assist with lowering the overall costs to Ms. ************* Due to receiving direct authorization to repair her vehicle, providing courtesy transportation and a discount on the service repair, Honda of Chantilly is of the opinion that we do not owe any additional price concessions to ******** ******. Attached are the supporting documents and repair order for Courtneys 2012 Honda Civic with ******* miles. 

  Sincerely,

  ***** *******

• Initial Complaint

  Date:03/08/2024

  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.

  Yesterday, 07 March 2024 I was in the process of purchasing a new car (with a check, from my bank account). The salesman at Honda of Chantilly (Chantilly, VA) repeatedly stated they needed my social security number and signature "just to have on file" and that they were "not going to do a hard pull" on my credit. I reiterated that I did not consent to having my credit pulled and the salesman (*****************) stated that they were NOT going to pull my credit. However, they did a hard pull of my credit against my will and without my consent. They tried to get me to sign the report and I refused because it was obtained without my consent. This is a violation of my consumer rights as there was no attempt to obtain a loan or financing and doing a hard pull of my credit without my consent is inappropriate. I have a friend and witness who was present for the entire interaction and can confirm that I did not consent to having my credit check AND that the salesman (*****************) stated multiple times that my credit would NOT be pulled and that the information was just "for their files."

  Business Response

  Date: 06/01/2025

  With regard to all of our clients, Honda of Chantilly has each client read and acknowledge our privacy policies.  On 3-7-2024 Mrs. ***** signed the privacy notice before purchasing her vehicle. This notice includes a section stating reasons we can share your personal information. (For our everyday business purposes- such as to process your transactions, maintain your account, respond to court orders and legal investigations, or report to credit bureaus.) 

  We understand your personal information is extremely important and we take safeguarding our client's information seriously. In order to improve our communication and processes, we have spoken to the sales associate that assisted you to make sure he understands how to review the privacy notice with each guest before they sign.  Thank you for bringing your concern to our attention. 

  Sincerely,

  ***** *******

  Customer Answer

  Date: 06/04/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21404000
  
  I am rejecting this response because:
  My partner ******* *. was present with me and we were both told a credit check would NOT be run. H
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/04/2025

  My partner ******* *. was present with me at Honda of Chantilly. We both explicitly advised that we do not consent to a credit check.  The salesman promised us that a credit check would NOT be done; however, he ran a credit check against our wishes.  They did NOT explain that the form we signed allowed for a credit check.  This deceptive action by Honda of Chantilly violated my consumer and privacy rights because I was misled.  My partner was a witness and can attest to the same. His email is ***************************

  Business Response

  Date: 06/10/2025

  Mrs. *****,

  Looking back into your concerns, I noticed that you stated, "I was in the process of purchasing a new car (with a check, from my bank account)".  Per ******************** procedure on acceptance of personal checks, we perform a credit check to ensure a client does meet certain credit qualifications before accepting a personal check. I am not able to verify if that was the form of payment due to a vehicle not being purchased from Honda of Chantilly under your name.  On March 11, 2024, our internet sales manager spoke to you to verify if you were still in the market to purchase a vehicle.  During that conversation it was noted that you purchased elsewhere, and your client profile was closed. I'm not sure if the miscommunication from our sales representative turned you away from purchasing with Honda of Chantilly or if there was a different reason.  Either way, I am trying to dive deeper into your conversation and concerns so we can minimize these types of incidents in the future.  If it is easier to reach me via phone, please do not hesitate to reach me at the dealership as well. 

  Sincerely, 

  ***** *******

  ************

  Customer Answer

  Date: 06/13/2025

  The privacy violation of the Honda of Chantilly is 100% why I took my business elsewhere. I was lied to and told there would be no inquiry on my credit. If the salesman had been honest and had not deliberately deceived me, I would have kept my business with Honda of Chantilly; however, this deception and failure to accept responsibility for wrongdoing and refusing to apologize and make the situation right is why I chose to buy my new car from a different dealership.

  
   Complaint: 21404000
  
  I am rejecting this response because:
  
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/06/2023

  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.

  On 8/6/23, I got up around 6am then went to do oil change in Honda Of Chantilly, one gentleman signed me in and we confirmed to do oil change including car wash. I waited about 1.5 hour, he called me to the front desk, one lady(sounds like *****************************) beside him told me that she would decline the car warranty if I didn't do "REAR DIFFERENTIAL FLUID EXCHANGE". Then they did it. After waiting for another hour, they called me to pay total about $250 and I got the car. Then I found the car wasn't washed. I came back to ask them, the lady said because the Passenger Side Fender Trim was a little loose, she felt uncomfortable washing my car. However, they had never discussed with me or informed me until I got the car and found out the car wasn't washed at all, but they put the word saying"client decline courtesy vehicle wash" in the invoice though I had never declined. It happened last year, the Honda Of Chantilly just simply didn't wash my car. I didn't find out until driving home. After filing a complaint, the Honda Of Chantilly called me to drive there and washed my car. Around March this year when doing another oil change, they asked me if I felt comfortable washing the car because the Passenger Side Fender Trim was a little loose. I said "yes, wash it" then they did. However, they even didn't ask me this time, just simply denied to wash, worst thing is putting false statements saying "client declined" in the invoice.

  Business Response

  Date: 08/11/2023

  **********,

       Thank you for bringing this matter to my attention.  It is a normal course of action to inform or ask our clients with pre-existing exterior damage on their vehicle about the potential dangers from our automated carwash.  If I am hearing you correctly, that conversation was not had in your opinion and I apologize for the inconvenience. In regard to your request for a refund I am able to provide a courtesy wash for your vehicle and am willing to upgrade it to an exterior hand wash.  Please let me know when you are able to come by so I can arrange my detail department to assist you.  Once again thank you for bringing this to my attention so we can continue to focus on an excellent client experience.

  Sincerely,

  *************************

  Customer Answer

  Date: 08/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  ******************,
  
  We had spoken last year. However the issue doesn't seem to be fixed but actually has been repeatedly happened. This associate was more aggressive than the one last year and she said she was the service manager. That means your store encourages (bonus, award, promotion?) these behaviors and support the associates to do so? ******* only charged  $51 for SYNTHETIC OIL change without car wash. I'm supposed to pay your store about $80 for oil change including car wash.  The car wash was offered by your store when I purchased the car that the customer gets free car wash whenever the customer is doing service in your store as long as the customer purchases the car from your store. However, your associate has used different excuses and repeatedly denied the car wash. Additionally, your associate used invalid reasons to threat and force customers to pay for extra service which customers didn't want such as "REAR DIFFERENTIAL FLUID EXCHANGE", which other stores only charged about $65 but your store charged about $120, its about double.
  
  So I asked for a refund, I should only pay your store $51 for oil change without car wash. For  "REAR DIFFERENTIAL FLUID EXCHANGE" though I have told your associate I didn't want it until she stated to void the warranty if I denied the service, as courtesy I could pay you the price to match other stores which is $65.
  
  Regards,
  
  ***************

  Business Response

  Date: 08/29/2023

  **********,

  Your original concern was that our service associate did not perform a courtesy wash on your vehicle during your service visit.  I have offered to upgrade our courtesy wash to a hand wash which has a retail value of $60 at no additional charge to you.  That is the best and only resolution to this concern.  

  The concern that I am hearing currently is a price discrepancy on the service that you had performed at our dealership.  On our website we have a coupon titled "We Honor Most Local Area Honda Coupons".  The disclaimer states, See dealer for details. Some exclusions apply. Must present written or order or coupon. Not valid on prior transactions. Excludes over the counter parts purchases. Please present physical printed out coupon at time of write up. 

  I understand competitors will offer different pricing. That is why we offer our clients competitive pricing models with the peace of mind of going to the manufacturer's service facility. Since you have finalized and agreed to all services performed, we are not able to unwind your transaction and change the total that you have paid.  We also do not offer lower pricing if a client does not receive the complimentary car wash.  

  In the future, please utilize our service coupons to maximize the value that you are able to receive before finalizing your bill. 

  I do appreciate the opportunity to be of service to you and hope that you redeem the upgrade to a hand wash on your next service visit. 

  Sincerely,

  ***********************;

  Customer Answer

  Date: 09/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  **. *******,
  
  The complaint I filed last year was mainly for car wash. However, this complaint is clearly for 2 issues. If you didn't see it or didn't get it previously, to be clear, I attached my complaint as below at the end again, there are two issues:
  1) repeatedly charged higher price for oil change which is supposed to include car wash(which you have promised to provide) but repeatedly used different excuses to deny car wash and falsely printed out "customer denied the car wash" in the invoice.
  2) repeatedly  pushed/forced customers to add services (which  customers do not want)  by threatening to void the car warranty or such.

  Because it has repeatedly happened even I had filed the complaint last year and you had promised customers to provide car wash whenever customer had service in your store but it was not true, and it appears your leadership supported these behaviors. I can't trust your store service. So I asked for a refund the difference $130 between the normal price $116 other stores charge and the amount your store had charged me $250:
  >$51 for the same oil change 
  >$65 for  REAR DIFFERENTIAL FLUID EXCHANGE

  Your store had charged me $250, please refund me about $130. I plan to use the refund to wash my car in another trustable store. 
  
  Attached my complaint:
  On 8/6/23, I got up around 6am then went to do an oil change in Honda Of Chantilly, one gentleman signed me in and we confirmed the oil change including car wash. I waited about 1.5 hour, he called me to the front desk, one lady(later I called her and she said she was the service manager) beside him threaded that she would void the Powertrain limited warranty if I didn't do "REAR DIFFERENTIAL FLUID EXCHANGE". Then they did it. After waiting for another hour, they called me to pay a total of about $250 and I got the car. (later I found the warranty had already expired, I told the lady when I called her, then she created another story that would cause $4500 damage). Then I found the car wasn't washed. I came back to ask them, the lady said because the  Passenger Side  Fender Trim was a little loose, she felt uncomfortable washing my car. However, they had never discussed with me or informed me until I got the car and found out the car wasn't washed at all, but they put the word saying "client decline courtesy vehicle wash" in the invoice though I had never declined. (later when I called them, the lady admitted that's the only reason to let the computer bypass the service.)
  
  It happened last year,  the Honda Of Chantilly  just simply didn't wash my car. After filing a complaint, the Honda Of Chantilly  called me to drive there and washed my car. Around March this year when doing another oil change, they asked me if I felt  comfortable  washing the car because the  Passenger Side  Fender Trim was a little loose. I said "yes, wash it" then they did it.  However, they didn't even ask me this time, just simply refused to wash and put false statements saying "client declined" in the invoice. So dishonest.
  
  It appears she used invalid reasons to push/force customers to do the service which customer didn't want, but deny the car wash (included in the oil change) which customer needed. During the call, she repeatedly cut off customers, not listening to customers. 
  
  Regards,
  
  ***************

• Initial Complaint

  Date:08/05/2023

  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.

  My wife and I purchased a 2023 Honda ***** just a couple short months ago and have been without the vehicle now for three weeks and now working on third major repair. Very frustrating considering this was the replacement for our 2004 Honda Pilot with almost 400k miles and no major repairs. I understand that sometime you just get a bad apple in the bunch but the kicker is the dealership being completely unwilling to work with us on the loaner car we have. Apparently we can go outside of 60 miles from the dealership. While we have abided by that the entire time they have had our car, we need an exception to drive to PA to take an ill family member to an appointment. Honda of Chantilly says no to that. Absolutely absurd. The staff at this dealership are very unreasonable. I'll definitely consider another location for servicing.

  Business Response

  Date: 08/29/2023

  ****************,

  My name is ************************* and I am the General Manager at Honda of Chantilly.  Please reach out to me directly so I can get some additional information in regard to your emergency and the best way we can assist.  My contact information is listed below.  Thank you.

  Sincerely,

  *************************

  ************

  ***********************************

  Business Response

  Date: 08/31/2023

  Hello,

  I was just informed that your vehicle is ready for pickup and our shop foreman has an appointment with you on September 1st to go over your concerns.  At this time you are able to pick up your vehicle and bring back the loaner.  Thank you.

  *************************

• Initial Complaint

  Date:07/14/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchased a Honda *** on Wednesday evening. Even though we are happy the purchase, the sales experience was horrible. First, the sales rep made a big deal about tape on the back of my drivers license. I ran it though the wash by mistake two years ago, but it valid and everything is readable. This was after I went for a test drive and was approved for financing by your dealership. I then gave him a US passport card as second form of ID and he was hesitate to accept it. It went with the same through the wash as well and had a crack on the back. I am not sure by my ************** Drivers License was an issue and never been a problem before. I used it at TSA and secure government facilities. Anyways, the sale rep removed the tape from my passport card and damaged it further. I am asking for $30 which is the amount the government charges to replace it. Also the sales rep did not give us a second key to the car because he claimed the manager left and told my wife come back the next morning. When she arrived she had to wait 3 hours for the key to get programed. This was out of the way for her since we live in Fairfax. Other than the free oil change, we will never return to this location

  Business Response

  Date: 07/25/2023

  Hello ****************,

  I sincerely apologize for the disappointing sales experience. I see that your sales associate that assisted you is new and still learning the proper sales process. I will use this as an opportunity to provide coaching to him to minimize the chances of this happening again. Per your request I have issued a check to be issued to yourself for $30 to replace your ID.  Once again thank you for bringing this to my attention and we look forward to earning your trust during your next service visit.  If you have any questions or concerns, please do not hesitate to contact me.  

  Sincerely,

  *************************

  Customer Answer

  Date: 07/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:05/15/2023

  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.

  I put a $1000.00 deposit on a car. The car had not even been built yet. I cancelled the next day bucause I was told a cater wouldn't be delivered fir 30 or 40; days. I'm 80 years old and feel I was taken advantage of by the dealership. The said they would not refund my deposit.

  Business Response

  Date: 06/27/2023

  ****************,

  Honda of Chantilly has a non-refundable policy on all new vehicle deposits.  We have this policy in place because we secure the vehicle for the client and turn down other client requests for the same vehicle. Before we collect the deposit, we explain the process and estimated timeframe for delivery of the vehicle.  Honda of Chantilly does not have any control over the transportation or timeframe of the vehicle being delivered to the dealership.  It is our policy to go over this verbally with each client and more importantly we also have the client sign and initial the deposit form stating the deposit is non-refundable before collecting payment.  This process minimizes any misunderstandings on our policy for cancelling deposits that have been secured for the client.  I have attached your deposit form that is signed and initialed by yourself for your review. If you have any additional questions or concerns, please do not hesitate to contact me. 

  Sincerely, 

  *************************