ComplaintsforKlein Honda

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ordeal with ***** Honda's service department began on December 21, 2023, following a routine oil change and service. Fast forward a few weeks, and I started experiencing a noticeable judder during acceleration. Over the phone, the representative recommended a transmission flush/service. I brought my car in on February 12, 2024. However, the situation quickly escalated when I was informed that the initial transmission service did not ameliorate the issue. The recommendation? Two additional flushes at $220 each, transmission fluid's condition - it was burnt, no metal shavings were found. Skeptical of this sudden and costly diagnosis, I revisited the service report from my December visit. The fluid diagnostics then had shown no issues - a ***** contrast to the current claims. This discrepancy led me to question the accuracy of their assessment and the integrity of their operations. How could the fluid degrade so drastically in under two thousand miles without any prior indication? Refusing the additional services, I returned to collect my car, seeking further clarification. The narrative shifted once more; now, a complete transmission replacement was suggested. The logic provided - that multiple flushes were necessary for a thorough assessment - seemed flawed and contradictory to their earlier advice. Their readiness to propose extensive and expensive repairs without conclusive diagnostics was alarming. Further, the dismissive and personal nature of their responses when faced with inquiries about their process only added to my frustration. *************************** avoidance of my concerns for over two weeks spoke volumes about the dealership's customer service ethos. Disheartened but determined, I sought a second opinion from a trusted, locally-owned mechanic. The issue was resolved without the need for extensive repairs, validating my suspicions about ***** Honda's recommendations.

  

  Business response

  03/01/2024

  Im sorry we were not able to articulate the recommendation and process to ******************, to his satisfaction.  He brought his 2013 Accord to ** with a slipping transmission or judder.  During his prior visit over ***** miles ago, the judder was not present, the transmission fluid was at the correct level and the color/smell did not warrant any concern.  The vehicle has a CVT transmission and after confirmation of the judder, the least expensive and hopefully only corrective action needed is a transmission service.  Honda recommends a transmission burnish,which is three transmission service in a row, with test drives in-between.  If that does not resolve the issue, replacing the transmission is the recommendation. Unfortunately, the skepticism and questioning of the two visits, along with the implication we were recommending work based on making money and not fixing the problem, turned the visit into an unpleasant one for everyone.  We are glad to hear the problem has been resolved.  The work that we recommended and was paid for by the ******************, was correct and directly facilitated the resolution of his concern.  It appears (Carfax) additional transmission services, did indeed correct the problem.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in my car to Klein Honda in March of 2023. I was told the car was in bad shape and they would need to dispose of it to justify a low trade in value. In November of 2023 I was informed that the car has been towed and the towing company was sending me to collections. Klein Honda did not respond to my questions about what happened to the car which was clearly not properly disposed of or registered to a new owner.

  

  Business response

  01/19/2024

  We were able to clarify any misunderstandings and ensure that the customer's needs were met to their satisfaction. We consider this matter resolved, and both parties are content with the outcome.

  Mr. ****** also knows that he may contact us at any time should that need be necessary.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a brand new 2018 Honda FIt EX from same dealership, but just recently found out about the paint peeling issues associated with the white paint and saw a TSB in regards to this issue. Per service bulletin ******, Honda would warranty the paint and have the affect parts repainted. On Oct. 16th 2023 the car was taken to this dealer to have the warranty claim area inspected, I was informed that i need to take it to their certified body shop for an estimate. Made an appointment on Oct. 23rd 2023 at the body shop to get an estimate. Turned in the repair estimate to honda dealer the same day so they can submit the claim to Honda corporate for approval. Its been abouit 8 weeks and have not heard a word from dealership as to the status of my claim, made serveral phone calls but everytime i was informed that someone would call me back to let me know the status. I have been told that claim to honda would take a long time but it would still be nice if someone from the dealership tried to keep me in the loop of whats going on. Currently no one has ever returned my calls or reached out to me and I feel like my claim has been completely ignored.

  

  Business response

  12/27/2023

  Our Service Manager has confirmed the coverage by ******** Honda Motor and scheduled with ******** for him to drop his vehicle off this week for repair.

  Customer response

  12/29/2023

   
  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.
  
  Sincerely,
  
  *************

• Initial Complaint

  11/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We agreed to purchase a vehicle for $550 a month for 72 months with $1000 in discount plus 1/2 off the security system with the front office sales associated (MSRP was $31,577).Once we had a deal we were moved to the back room to complete the transaction. ** that time, the finance tried to sell us an extended warranty with gap insurance. I turned down the *************** several times, but he continued to push it and say it would cover everything except items that wear out (no specifics on the warranty were provided or the terms). I finally told him I did not want to increase our payment beyond $550. With that, he said it would only increase to $578. Since it was a Hybrid with a lot more electronics, we agreed to $578 monthly price (with no mention of changing the duration of the note). Terms of the extended warranty were 7 years ****** total car miles. ** this point we were under the impression the car was costing us $578 a month for 72 months with $5000 down at this point. We signed the paper work and took delivery of the vehicle. The next morning we reviewed the details of the contract and came to the realization that we agreed to the 84 months financing instead of the 72. This added $6936 to the total amount that we thought we had agreed to. When we verbally agreed to the service *************** I was under the impression by the financier that it would only raise or price from $550 a month for 72 months to $578 a month to 72 months. I do not recall the change in the duration of the note. ** the end of the day since we signed the contract, I do not know what to do about this. I am contacting the BBB because I am at loss and do feel deceptive practices were used during this transaction (further explained in attached letter). If possible we would have 1) not agreed on the insurance with gap $3995 + $995. 2) Ensured final contract contained the dealer discount $1000 + full discount on the security $500 that was originally agreed to.

  

  Business response

  11/06/2023

  We invited the customers back to the store and made the necessary changes to their satisfaction.

  We believe the customers concerns have been resolved.

   

   

  Customer response

  11/06/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told by a mechanic that the door handles of my car were drawing a charge from the battery. We dropped off the car with Klein Honda service center on 8/18/23 with the report from this mechanic. Honda told us that the diagnostic would cost $180 but if we did repairs as a result of the diagnostic, that amount would be deducted from the cost of repairs. In the afternoon of 8/18, I received a call saying that they did the diagnostic and the battery was bad and needed to be replaced. I was also told there was a leak and the car was up for regular maintenance. I insisted that Honda check where the draw was coming from and asked specifically that the door handles be checked. On 8/19, Honda called back saying the door handles were drawing power from the battery. I asked that Honda replace my battery and was told that repair would not be deducted from the $180 diagnostic charge. The representative could not provide an explanation as to why. I did not want to do any other repairs so I went to pick up my car in the afternoon of 8/19. I again brought up that the representative on 8/18 said that as a result of the diagnostic they recommended that the battery be changed. So it did not make sense why the cost/replacement of the battery cannot be deducted from the diagnostic charge. The representative on 8/19 was rude and rolled his eyes and said something like "you can't just choose the most minuscule repair and expect that to go towards the diagnostic." He would not listen and kept saying "you agreed to pay for the diagnostic, you signed for it" and would not let me speak or ask my question without interrupting me. I still do not understand why the $180 diagnostic charge could not go towards replacing the battery - a repair HONDA determined my car needed following the diagnostic. Only when I insisted that they check the door handles did they find the issue with the door. Now Honda is claiming that only this repair will go towards the diagnostic. Why is this?

  

  Business response

  08/23/2023

  After reviewing the customers concerns, to their satisfaction, our service manager refunded them the diagnostic fee.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1/20/2023 I went to the service **** of Klein Honda on 1/18/2023 because the drivers door lock on my Honda CRV no longer locks or unlocks with my key fob or manually the key wont even go into the lock. Previously they installed a battery but that did not work they said I would need to reprogram it. Since I could lock and unlock the drivers door manually I didn't see the point in spending the money at the time. When I arrived at Klein on 1/18/2023 I explained the situation to the person who came up to my car and he tried the key and stated it could be something else. When they finished I went to the counter and they gave me a new key and said it doesn't work on the drivers door. I said the door locking and unlocking was the whole purpose of me coming in!! I ended up with a key I didn't need at all for $285.69. I feel completely ripped off! 1/19/2023 I called the service manager *********************** 3-times with no answer or call back. 1/20/2023 I went into Klein Honda service **** to return the key and get a refund or credit towards the actual problem which they said was the actuator for $400. The person at the counter was very dismissive he said he spoke to *********************** the service manager and he said no refund. When I asked to speak to the manager they said he was busy.

  

  Business response

  01/25/2023

  We have reached out to the customer in an attempt to refund her purchase.  After researching the visit, we handled her initial phone inquiry poorly.  Details were given, but not all details to one person.  Everyone thought they were helping,providing what the customer asked for, but being unaware of the full scope of her concerns.  *********** manager has offered to help with the price of the work needing completion, if She so desires, to make up for our poor performance.

  Customer response

  01/27/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is dishonest. I leased a car from them and they lost my paperwork. We returned to fill out the paperwork again and they lost it a second time and called me a third time to come back and fill it out again. I told them I would not do it again and they needed to find the paperwork. I had an appointment for service at 4 PM. They didn't start the appointment until 6:30 pm and they said it was because I was "next in line," but I had an appointment. Then they lied about how long the oil change would take (first saying 45 minutes, then 90, then 2 hours, then they said their technicians went home, then they said 25 more minutes. While my car was sitting there not being worked on). When I tried to speak with them about their lies, they told me not to come back. So they treat you badly, then they don't let you talk to anyone about it. They have no method for managing the service and they take your car from you for as long as they want and leave you stranded. I had my children with me and it was through dinner. They just let my kids go hungry by lying to me about how long the appointment would take. Then when I left, they told me which direction my car was. I went to speak to the manager and they said, "Ma'am, left is this way," as if I were lost. That's sexist treatment. Do they treat men that way when they go into the dealership? I don't think so.

  

  Business response

  01/25/2023

  We have addressed *************** experience in the Service Department.  After speaking with her on the phone, we understand her displeasure with how she was treated.  Our employee did not handle a very confrontational situation well. However, I believe this complaint was written prior to our conversation as most of the details or implications dont align with her visit.  In addition to apologizing, we have sent a written apology along with a gift card in an attempt to acknowledge our poor performance.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7-25-22 I called Klein Honda to get an oil change and check out my front passenger brake because it was making a weird noise and I thought maybe something got stuck or maybe it needed more lube. It took til 8-3-22 for an apt. The customer service is pure c*** and everyone you talk to, treats you like youre stupid! My car is a 2017, its had issues with running out of oil (which they said Hondas will burn 1 qt every **** miles, I dont know if its true) my fuel injectors have been changed out already which the issue to begin with was spark plugs but they couldnt figure that out, and I had to take it to another mechanic to figure that out, the tires had to be switched out when the issue was a wheel baring, but they couldnt figure that out, now the brake continues to make noise and they are the ones who installed them and lie about inspecting them. They want to nickel and dime you. Takes days to get in for an oil change. . Today August 16th I contacted Klein Honda and told them the brake noise is worse and had they inspected it when it was in their shop August 3rd, the issue would be fixed. ******* asked If I could bring it in the shop today, but i am working until 3:30 and he says its too late to come at or after 3:30 because techs leave at 4. I asked how would i get home and he said we can rent you a car for ***** a day and I said absolutely not am I paying for a **** car when you guys had it almost 2 weeks ago, you should have fixed the issue when i brought it your attention to begin with but instead they lied. there has been times they said they rotated my tires and charged me for it but never did it because i pay attention to the marks on the wheels to see if they are being honest. this company is false advertising with their lifetime promises and the manager will not return calls or make anything right.

  

  Business response

  08/18/2022

  Ms. ****** service history goes back five years.  Our Service Manager was able to speak with her and isolate her concern.  At the time of her last oil change, we were unable to duplicate the noise.  She has since had the needed work done, that has resolved the issue.  This complaint has been settled. 

  Customer response

  08/18/2022

   
  Complaint: 17725580
  
  I am rejecting this response because: Klein Honda did not fix the issue, I took my car to Marysville Honda to fix the issue and it costed me another $324.00. They said they resurfaced my rotors but ***** at Marysville Honda as well as the technician who looked at my car said they did not. Had Klein Honda took the time they would have found the issue quickly like Marysville Honda did. Im not happy with Klein Honda period. They are liars. They will never take any accountability for their actions. This isnt just about my brakes, Im treated crappy, I bought a brand new car from them, they have been c*** since the first service date Ive taken my car to them. But Ive had to use them because they are the only ones with the warranty I have on my car. Other Honda dealerships are not lifetime oil changes. They dont want to help people, they want to nickel and dime people. They make promises they cant keep. 

  
  Sincerely,
  
  ***************************;

• Initial Complaint

  06/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Klein Honda of *******, Q salesperson, Kio document control, *********************** general manager have been using every trick in the book, " liars poker," in an attempt to avoid delivering the vehicle that I purchased on the date in which was agreed. Since that date has become past, Q said the vehicle was damaged in shipping, and that it would take them two weeks to repair it. Q stated that he had another vehicle identical to the one I ordered if I just come in and sign a new contract with that vehicle; Meaning, Klein Honda or refuses to honor the contract in which was originally agreed upon. I told Q then to repair the vehicle and that I would be back in two weeks because my wife and I had a memorial service to attend in *********. Klein Honda's general manager *********************** then got involved when after two weeks I had returned and the vehicle was still not ready. *********************** then asked for two more weeks to have the vehicle repaired and that it would be ready by April 4th 2022. When the vehicle was not made ready to handover on April 4th 2022 I called Honda of *******, which was no help at all and tried to avoid the situation altogether stating that this is a dealership issue you can only deal with that dealership. *********************** followed up with a myriad of lies and complete dishonesty in everything he said and did. Even stating to me," Why do you think that I'm doing this," very odd question from an honest person??? I.e., this group of dealers In **************** operate as if there is no accountability. To whereas, *********************** sent an e-mail to me requiring me to respond within the week and then blocked my e-mail from coming into Klein Honda's e-mail server. When I identified this the next day, I sent the e-mail again utilizing my wife's e-mail address which wasn't blocked and *********************** responded to that e-mail. In every step this man has been a dishonest individual. Since we operate on a 30 day correspondence policy in ****************************.

  

  Business response

  06/14/2022

  To Whom This May ***************** write in response to Mr. ******* June 10, 2022 Complaint - ID ********. I am sorry to hear that **************** remains unsatisfied about his experience with Klein Honda (hereinafter, Klein). Klein has offered *************** very reasonable solutions for his dissatisfaction. Unfortunately, *************** refused to pursue those solutions and instead hired an attorney who sent a demand letter to Klein threatening litigation. Therefore, please accept this letter as Kleins final response to Mr. ******* complaint and direct all further correspondence to Kleins counsel, ********************************************* ************************** Conley ******************.
  
  The following is a brief and partial description of the relevant events related to Mr. ******* complaint against Klein:
  
  
  Klein is a certified automobile dealer of Honda ************* (hereinafter Honda). A 2022 Honda Pilot (VIN: *****************) was ordered from Klein by ****************, on February 21, 2022. When the vehicle was delivered to Klein by Honda, it was discovered that it had suffered extensive damage to its front bumper, rear bumper, and lift gate while in transit to Klein for sale to ****************. Upon Kleins discovery of the damage,**************** was invited to Kleins car lot to inspect the vehicle. Klein immediately offered **************** the option to purchase the damaged vehicle or an undamaged identical 2022 Honda Pilot with the same specifications. **************** declined both options.
  
  Klein subsequently shipped the original vehicle to Honda in ********,******, on March 30, 2022, in accordance with protocol, for further assessment and repair. The vehicle arrived at Honda on April 4, 2022. Following receipt of the vehicle and Hondas assessment, the damage was found to exceed Hondas minimum threshold for normal sale into the consumer market. Per Honda policy,such damages render vehicles ineligible for return to a dealership, and Honda did not and would not return the vehicle to Klein.
  
  On March 14, 2022, the general manager of Klein, *****************, sent an email to **************** stating that he had left a voicemail for **************** and offering to discuss options for how to proceed. On March 15,2022, ******************, before his receipt of Hondas vehicle assessment, sent another email to **************** offering the following options: (1) to replace the damaged vehicle with another vehicle of the exact specifications as the original vehicle; (2) to repair and redeliver the damaged vehicle; or (3) to cancel the transaction and refund Mr. ******* down payment for the vehicle. In that message, ****************** requested a response from **************** by the end of the week, March 20, 2022. **************** did not respond to this email, so ***************** sent a letter to **************** on March 21, 2022. In this letter, ***************** reiterated that he did not receive a response from **************** to his March 15 email, canceled the purchase agreement, and enclosed Mr. ******* down payment associated with the transaction.
  
  On April 13, 2022, ****************** sent another email to *************** stating that he had left another voicemail for **************** explaining that the vehicle had been under inspection by Honda, that a replacement vehicle would be provided, and that **************** was free to reach out if he wished to proceed. On April 15, 2022, **************** responded to ****************** by refusing to accept any vehicle other than the original vehicle he ordered. Unfortunately,sale of the original vehicle was impossible following Hondas inspection and determination that that it was not fit for sale.
  
  On April 20, 2022, ****************** sent an email to **************** explaining that an identical 2022 Honda Pilot was estimated to arrive on May 30, 2022, which **************** could purchase under the same deal he had already been offered. ****************** even offered to provide **************** with a loaner 2022 Honda Pilot until the replacement vehicle arrived. On April 21, 2022, *************** again responded to ****************** with a refusal to accept any vehicle other than the original vehicle, which was no longer available.
  
  As noted, the vehicle that **************** ordered arrived at Klein already damaged by no fault of Klein. Upon discovering this damage, Klein promptly informed **************** of the problem and offered an equivalent replacement that was immediately available. After **************** refused Kleins offer of a replacement vehicle, Klein made multiple attempts to satisfy ***************. At all times, Kleins communications with **************** were prompt,honest, and forthright. It is unfortunate that **************** has decided to file his complaint with the Better Business Bureau.
  
  Sincerely,
  
  
  
  ***********************

  Customer response

  07/29/2022

   
  Complaint: 17410872
  
  I am rejecting this response because:  See attached
  
  Sincerely,
  
  *********************

  

  Business response

  08/08/2022

  RE: Second Response to ****** Complaint ID ********
  
  To Whom This May ***************** write in response to Mr. ******* August 3, 2022 message rejecting Klein Hondas (Klein) response to his June 10, 2022 Complaint - ID ********.
  
  I am sorry to hear that **************** continues to remain unsatisfied about his experience with Klein. However, we stand by our previous response and deny Mr. ******* complaint.
  
  As previously stated, Klein offered **************** very reasonable solutions for his dissatisfaction. Unfortunately, **************** refused to pursue those solutions and instead hired an attorney who sent a demand letter to Klein threatening litigation.  Such actions by Mr. ******* attorney continue.
  
  I reiterate below the relevant events related to Mr. ******* complaint against Klein.  These facts have not changed since our previous response.
  
  
  Klein is a certified automobile dealer of Honda ************* (hereinafter Honda). A 2022 Honda Pilot (VIN: *****************) was ordered from Klein by ****************, on February 21, 2022. When the vehicle was delivered to Klein by Honda, it was discovered that it had suffered extensive damage to its front bumper, rear bumper, and lift gate while in transit to Klein for sale to ****************. Upon Kleins discovery of the damage,**************** was invited to Kleins car lot to inspect the vehicle. Klein immediately offered **************** the option to purchase the damaged vehicle or an undamaged identical 2022 Honda Pilot with the same specifications. **************** declined both options.
  
  Klein subsequently shipped the original vehicle to Honda in ********,******, on March 30, 2022, in accordance with protocol, for further assessment and repair. The vehicle arrived at Honda on April 4, 2022. Following receipt of the vehicle and Hondas assessment, the damage was found to exceed Hondas minimum threshold for normal sale into the consumer market. Per Honda policy,such damages render vehicles ineligible for return to a dealership, and Honda did not and would not return the vehicle to Klein.
  
  On March 14, 2022, the general manager of Klein, *****************, sent an email to **************** stating that he had left a voicemail for **************** and offering to discuss options for how to proceed. On March 15,2022, ******************, before his receipt of Hondas vehicle assessment, sent another email to **************** offering the following options: (1) to replace the damaged vehicle with another vehicle of the exact specifications as the original vehicle; (2) to repair and redeliver the damaged vehicle; or (3) to cancel the transaction and refund Mr. ******* down payment for the vehicle. In that message, ****************** requested a response from **************** by the end of the week, March 20, 2022. **************** did not respond to this email, so ****************** sent a letter to **************** on March 21, 2022. In this letter, ****************** reiterated that he did not receive a response from **************** to his March 15 email, canceled the purchase agreement, and enclosed Mr. ******* down payment associated with the transaction.
  
  On April 13, 2022, ****************** sent another email to *************** stating that he had left another voicemail for **************** explaining that the vehicle had been under inspection by Honda, that a replacement vehicle would be provided, and that **************** was free to reach out if he wished to proceed. On April 15, 2022, **************** responded to ****************** by refusing to accept any vehicle other than the original vehicle he ordered. Unfortunately, sale of the original vehicle was impossible following Hondas inspection and determination that that it was not fit for sale.
  
  On April 20, 2022, ****************** sent an email to **************** explaining that an identical 2022 Honda Pilot was estimated to arrive on May 30, 2022, which **************** could purchase under the same deal he had already been offered. ****************** even offered to provide **************** with a loaner 2022 Honda Pilot until the replacement vehicle arrived. On April 21, 2022, *************** again responded to ****************** with a refusal to accept any vehicle other than the original vehicle, which was no longer available.
  
  As noted, the vehicle that **************** ordered arrived at Klein already damaged by no fault of Klein. Upon discovering this damage, Klein promptly informed **************** of the problem and offered an equivalent replacement that was immediately available. After **************** refused Kleins offer of a replacement vehicle, Klein made multiple attempts to satisfy ***************. At all times, Kleins communications with **************** were prompt,honest, and forthright.
  
  It is unfortunate that **************** has decided to continue his complaint with the Better Business Bureau.  We continue to deny his complaint in all respects.
  
  Sincerely,
  
  
  
  **** GarlingTell us why here...

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