ComplaintsforFirst Team Honda

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Chevy's customer service line to have my vehicle serviced and three representatives stated that the first available appointment would be 09.14.2022 at First Honda for my Chevy ******** The representatives stated that it would not be an issue and that I could have my car towed there directly to be serviced. I had the car towed from by insurance company to the dealership. On the day of the appointment, I am informed by the Business Development Manager Hailey that it was scheduled/ towed to the wrong location and that they could do nothing to reimburse me for the tow. Hailey verbalized that she would handle the situation "internally" but offered no resolution of how it could be resolved. I feel the irresponsibility of how they handled the situation and offered no consideration or remorse in handling the situation was dismal and a poor representation of Chevrolet and their dealership. It was the scheduling department's fluke and it should have been handled accordingly to assist the customer. Just feel that more customer service resolution tactics needs to be implemented by supervisory staff.

  Business response

  11/30/2022

  Business Response /* (1000, 5, 2022/09/15) */ Good afternoon I spoke to ****** this morning and explained to her that we will be covering the tow bill to our Chevrolet store and she is happy and she said she would contact you to let you know the complaint has been resolved. I am **** ****** the General Manager at First Team Honda and if you have any questions I can be reached at XXX-XXX-XXXX Thank you .

• Initial Complaint

  08/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 6, 2022, my 2007 Honda Accord was towed to First Team Honda for a scheduled appointment for July 7, 2022 because the check engine light was on and it was not drivable. On July 7th, my husband and I got a call from Fantasia (our assigned service advisor) stating that their diagnostic check indicated that the problem was with my alternator & battery. Later we received a call that there was also a short in the wiring somewhere & they were working to find it. Each time I have called to get an update on the progress of repairs, I was given a different issue & the date of completion was not met. My husband and I finally asked for a meeting with the service manager, Keith ********* After investigating our case, he informed us that the problem was actually with the PCM. We came in to speak with him on Thursday, July 14th and he informed us that he would order the part and our car would be serviced and ready for pick up on Monday, July 18th. We heard nothing on Monday, so I waited and called ******** on Tuesday. She informed me that the mechanic was given the part that morning, so my car would be ready that afternoon or Wednesday. We heard nothing on Wednesday, so I waited and called Wednesday evening around 4pm. I met with the service manager again on Jully 22 and I was told my car would be ready that afternoon. I was finally able to get my car & paid over ****** for the repairs. The next day, I had to bring my car back in because the check engine & other lights were on again. I have made several calls to the service department at First Team Honda because they do not initiate the calls. In one of my latest calls, Fantasia informed me that the problem was not with the *** and that is why I was not charged for one. I informed her that I was charged for a used **** She later told me she misspoke when she said the problem was not the PCM. In short, as of August 28th, they still have my car & the pattern of broken promises & new diagnosis continues.

  Business response

  11/30/2022

  Business Response /* (1000, 5, 2022/08/30) */ Called customer and went over repairs. customer is happy with explanation. Customer car is set to be done with repairs on 8-31-22. will call customer as soon as car is ready. Customer will take *** case down as son as customer has their car back. Consumer Response /* (3000, 7, 2022/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received two calls from First Team Honda keeping me updated on the progress of repairs. I will not be "happy" with the response until they actually follow through on completing the repairs. A promise to return my car in good running condition without actually doing so is not enough. Consumer Response /* (2000, 10, 2022/09/20) */ Good Afternoon Ms. ******* I am happy to report that you will probably get a statement from First Team indicating that we have reached an agreement. I talked to the manager, ***** ********* today. Sent from Mail for Windows

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Our experience on Friday, May 13, 2022, at First Team Honda was just awful. We had purchased our 2015 Chrysler Town and Country from First Team Honda a few months ago. The purchase agreement included free oil changes. On Thursday, May 12, I scheduled an oil change for Friday, May 13 at 11:00am. At 10:30 on May 13-30 minutes before the appointment, I called to see how long the appointment would take. The rep told me about 90 minutes. My wife dropped the van off at 11:00am. I brought her back around 4:00pm and the van was still not done. I talked to rep Fantasia about the van. She said that ours would be the next vehicle to be done. She also said that it was for an oil change and tire rotation. I asked if the tire rotation was complimentary. She said no. So I told her that we would just do the oil change. She confirmed that they would not be doing the tire rotation and just doing the oil change. In addition, for the inconvenience of having to wait so long, she said she was going to give us a coupon for a free tire rotation in the future. It was clear that the oil change was the only service requested and agreed upon. At 5:00, my wife said that they still were not done and was told that they were fixing a tire that had a nail in it. I asked her how they were even looking at the tire because they weren't supposed to be doing the tire rotation. She didn't know why they were fixing it. In the end, my wife waited until 5:45pm (close to 7 hours) for the van to be done. She was charged and paid a bill of *** on what was supposed to be a complimentary oil change.  I left a voicemail and sent an email to the service manager and haven't heard back from him. I requested a full refund of our payment since we did not authorize any service other than the (complimentary) oil change.

  Business response

  06/15/2022

  Business Response /* (1000, 10, 2022/06/07) */ I have contacted Mr. ******. we have agreed to refund him the ****** for the tire rotation and tire repair that was not authorized by the ******. Mr. ****** will be refunded today X-X-XXXX Consumer Response /* (2000, 12, 2022/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) The service manager called me and apologized for the situation. He issued a full refund. I appreciate his response and am happy that the matter was resolved.

• Initial Complaint

  06/11/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was sent an email stating the price I would pay for a vehicle. I went to the dealership to look at this car, but they were not able to find the one I received pricing on. I went back 2 days later and bought a car that did not have AWD as quoted on the email, so this should have been *** to ***** less. They charged me for that option on the contract and I did not realize it till later when looking at contract. I emailed the sales person about issue & he never responded. I went back to the dealership to discuss & manager said Honda had gone up on price of vehicles due to chip shortage. He said something about internet pricing being not written in stone, but I was responding to a personal email request. In the end he gave me **** off my first service appt & that was it. He offered no other options. The customer service is terrible they don't return calls. I would like a refund of the price difference on AWD vs FWD which I bought. I'm sorry I bought from this dealership. This is 2nd comp

  Business response

  10/21/2021

  Business Response /* (1000, 13, 2021/07/07) */ Good Afternoon, I contacted Denise ******* and explained to her that I reviewed all our correspondents with her and that my Sales Manager per her request sent an out the door price for the FWD CRV that she purchased and we did honor that price. I explained to her she also purchased some accessories and an exterior protection package for the vehicle that she purchased which booth would increase the price she paid for the vehicle. I did agree to refund her money for one of the accessories she bought because she said she thought it was something different then what she received. I believe she was just confused because we add those items to the sale price of the vehicle so she thought she paid more for the vehicle then our original quote to her. If you have any questions please don't hesitate to call or email me. Thank you, Consumer Response /* (3000, 15, 2021/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was kind of the manager to respond, but I did not buy the car referenced in the text message he mentioned. The email price I was quoted was for a vehicle with AWD & I bought one with FWD and the AWD feature does cost more. In the end we do not agree on this situation & since I did not bring this issue up when I bought the car I feel there likely will be no resolution to the situation. I'm disappointed. He did offer to refund me for an accessory I purchased & the salesman & I thought this was something different. The customer service prior to speaking with this manager has been very lacking & I'm not sure I'm up to giving them another chance in the service Dept from my interactions with them so far. Business Response /* (4000, 19, 2021/07/22) */ The customer came into our store to look at the AWD CRV and we did not have it so she looked at the FWD CRV and drove it and said she wanted to think about overnight. Later that day she contacted my General Sales Manager and asked what the out the door price was on the FWD CRV that she drove earlier that day so he sent the price per her request. The next day she returned to the store and at that time my Manager went over our worksheet which breaks down all the fees and the price of the vehicle which she agreed to and signed. She has been shopping sense 12/21/2019 she used a buying service so she was getting quotes from every Honda dealer in the area. The text my manager sent which we still have on file clearly stats FWD. We were and always are completely transparent with all of our customers. After she signed the worksheet she went into our Business office and our Business Manager again went over all the figures and she then signed a purchase agreement agreeing to all the figures. She has been shopping for this vehicle for over a year at all the Honda dealership in the area and I can only assume she bought from us because we had the best price. Consumer Response /* (4200, 21, 2021/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with the facts presented on the car bought & price discussed. I didn't catch the issue until after the paperwork was signed as the wait for the aspects of the sale were long & I was the last customer of the day. Distracted. I guess I have to agree to disagree. The customer service otherwise as I have stated until talking to this manager has been lacking. Thank you. Business Response /* (4000, 23, 2021/07/26) */ I am sorry you feel that way but we have everything documented with all your signatures. This customer has been shopping every Honda dealer in the area for over a year and a half and as the customer said it took a while for her to sign paperwork so she was not pressured or rushed to sign or purchase a vehicle and had plenty of time to review the numbers.

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