Complaints

This profile includes complaints for Ken Vance Car City Honda's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Ken Vance Car City Honda has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ken Vance Car City Honda

  5252 Highway 93 Eau Claire, WI 54701-9678

• 

  Ken Vance Car City Honda

  2802 Lorch Avenue Eau Claire, WI 54701

• 

  Ken Vance Car City Honda

  5201 Fairview Dr. Eau Claire, WI 54701

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:12/27/2024

  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.

  Sold us a perfect vehicle that needed a significant amount of repairs within the first 45 days. As well as multiple employees lying or leaving out crucial information about warranty deductibles. Significant amounts of discrimination about financial situations too.

  Business Response

  Date: 12/31/2024

  ****** ****** purchased a 2015 *********** from ******* of ********** on 10/24/24, mileage at the time of sale was *******. The vehicle was sold with two disclosures, one being TPMS inoperable, and a Fluid Leak due to a rear shock leaking. ****** stated there were some starting issues shortly after purchase on 11/11/2024, at this time the vehicle now had ******* miles, the starting issues were related the exhaust system, which we fixed for the customer, repairs totaled up to $2,025 which we at goodwill for her. ****** came back on 12/18/24 vehicle now had ******* miles on it, vehicle went into limp mode and had a check engine light on and reduced power and would not ************ discovered the rollers under the valve cover were no longer in place,engine was lacking compression when cranking and would not start, tech recommended an engine replacement. ******* of Eau ****** notified ****** about the issues and advised being the vehicle has ******* miles on it replacing the motor for $7,500 would not be a good investment for ****** or the dealership.We agreed that ****** would look for a different vehicle and start the vehicle search over, we told ****** whichever direction we went we would help her.Either fix the motor or get her into a different vehicle. ****** stopped in on 12/20/24 to check out some vehicles, we found a car for her but the vehicle failed inspection so we would have to find a different vehicle. We agreed to get back together after Christmas and reselect a different vehicle, on Friday 12/27/24 we spoke with ****** and she elected not to purchase a different vehicle or have the dealership fix the *** Terrain, she wanted her money back,the same day we cancelled her extended warranty and ************** in order to get these products cancelled I would need wet signatures from ******, she was busy at work all day so had a friend by the name of Gunner stop in and grab the forms, later that evening Gunner came back with the forms. The dealership and ****** agreed to cancel the products and mail *** the lien holder the refund checks, once those checks clear the bank we would send the remainder of the payoff to *** and give ****** 100% refund as if the deal never happened, the dealership has reached out numerous times to obtain legal documents and signatures in order to pay the vehicle off in full, no answer or returned call from ******. We are in a holding pattern until we can get proper signatures and documents to payoff ***.

• Initial Complaint

  Date:07/26/2024

  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.

  I purchased a vehicle from *** Vance July 29th, 2023. The manager ***** told us it was a manufacture buy back due to wind noise but they inspected it and couldn't find the source of the problem. We still purchased and on the drive home located the source of the wind noise. When we took the car back for the protection package, we informed him as such. It was ignored entirely. 2 months later i started having all kinds of computer issues. I took it to a local **** dealer because ***** didn't seem to interested in fixing the wind issue we made him aware of. I am still currently to this day having computer issues with the vehicle, but ***** said he washes his hands of the problem. After I pulled a Carfax, I found that this vehicle has known computer issues and this is not the first time this particular computer module has failed. It was replaced as recently as 4/7/23. And the **** dealership I'm taking it to for replacement again said it was also replaced in 11/2022. ***** had no qualms selling me a defective vehicle and when I got frustrated with the lack of resolution, he decided he was done helping.

  Business Response

  Date: 08/05/2024

  ****** bought a 2021 **** Explorer ST (VIN *****************) on 7/29/23 after inquiring about the vehicle through carfax.com on 7/28/23.
  The vehicle was disclosed as a manufacturer buyback. The cause according to Carfax is due to wind noise from sunroof around 60 MPH.
  
  On March 7th of 2024, ****** reached out to me via email stating there were issues with the vehicle she had purchased that were unresolved.
  After communicating through phone and email with ****** to get some details, I found that she had stated these issues to her salesperson,who did not escalate them to management. This salesperson is no longer with the company.
  
  I learned that there was wind noise coming from the rear passenger window of the vehicle, the front drivers side door handle had some chrome peeling off, and was sharp, and the same door handle intermittently did not open the vehicle.
  She also had several varied issues with her vehicles connectivity and infotainment system.
  
  She had brought the vehicle to a mechanic local to her (****** Service) and they diagnosed the door handle and the window that was causing the wind noise. VW of Eau ****** paid the $1,396.67 repair bill for this.
  ****** told ****** that the computer repair was not covered by her vehicle service contract. I contacted the shop and helped them in the process of making a claim. The computer update was then successfully covered by the service contract.
  
  During the time between the diagnosis and the repair while ****** was waiting for parts to come in, ****** was having issues with her key fob. I called ****** and let them know theyd need to diagnose that as well.They told her it was due to a bad key fob battery. We knew this wasnt the case, as she has recently replaced both batteries. This work was all done on 3/25. I asked ****** to reach out to me should any other issues arise.
  
  On 4/19 ****** emailed me stating she encountered more problems with her key fob and infotainment system. I suggested that we take her vehicle to a larger, more experienced shop, as neither of us was ****** satisfied with the previous shop it went to. I delivered a loaner vehicle for her to drive when she dropped off the Explorer at ********************* in ****** on 4/24. ****** said the vehicle needed a computer update, even though ****** had allegedly just done the update. She picked up her car on 4/26.
  
  On 4/29 ****** reached back out stating that the same problems were still occurring. She had a trip upcoming, so she held on to the vehicle for a while. During this time, I suggested that I bring the vehicle to the **** store (Eau *********************) that is right across the street from our dealership. That way we could do the repairs and I would try to re-create the issue before re-delivering a faulty vehicle to her. On 5/29 I delivered another loaner vehicle to ****** and brought hers to ****.
  
  I talked to the service writer at ****, and they stated that the vehicle needed an accessory control module replaced. They had her vehicle for nearly two weeks waiting for the diagnosis and part arrival. The module was installed and covered under the vehicle service contract. They also stated that one of the key fobs were working properly, while the other had lost its programming. The service contract does not cover key fob programming, and I let ****** know that I would get a quote for the cost.
  
  We scheduled for me to bring her car back to her and pick up our loaner on 6/21. After confirming the appointment, she asked me if the key fob had been taken care of. I let her know that the service contract did not cover the fob, and that the **** dealership was unable to give me a quote at this time, as their dealership was affected by the *** Global ransomware attack.
  
  ****** insisted that VW of Eau ****** should cover the cost of the key fob, as the vehicle was supposed to come with two. Our used vehicles do not always have two fobs, nor was there ever an agreement that that was the case.
  
  At this point, also on 6/21 I let ****** know that VW Eau ****** would no longer be participating in the costs of, or facilitating any future repairs.
  I sent ****** another copy of her service contract so she could view what is and is not covered, and let her know that if she chose to cancel her service contract, where to find the process for doing so. At the time of her purchase, her vehicle qualified for a 7-day or 250 mile return/exchange program, that expired on August 5th, 2023.  I have had no further contact with ****** since then, as of today, 7/30/24.

  ***********************- GSM

  Customer Answer

  Date: 08/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The issues that we had (the wind noise and door handle) were not addressed with the salesman that we had started working with. The closing of the sale and subsequent visit to the store for the protection package and the windshield protection were done directly with *****. He ignored the wind noise issue entirely, and said that we could get a quote on the door handle but again nothing ever came of that. At any rate, ***** sold a very defective vehicle and now doesn't want to stand behind his product or his sale. When ***** arranged for Eau ********************* to take my vehicle, they had it for 4 weeks. **************, they had narrowed the problem down to the ***** they just had to order the part, install it and make sure that it updated. When I received my car back after 4 weeks, I thought it odd that it recognized my phone. The previous times an update had been done, I had to reprogram everything. With them replacing the part, I would have assumed everything would be wiped clean. When I took my vehicle in again on 7/18 because I was still having all the same issues, I was informed that there in fact was never any parts ordered or replaced on my vehicle the last time they had it. So where did ***** get this information that they were ordering and replacing a part??? See attached RO stating that an update was done but that was it, no parts replaced. I took my vehicle back on 7/27 for the actual replacement of the **** that was supposedly done before. And even after that replacement, I am STILL having computer issues. And this particular module has been replaced at least once, but to my understanding, TWICE before. This car is going to be having ongoing issues, which is quite obvious at this point. "Washing your hands" of the problem is neither moral, ethical or good business practice.
  
  Regards,
  
  *************************

  Business Response

  Date: 08/08/2024

  In regard to the wind noise and door handle, I have no recollection of ****** reaching out to me directly,as this was over a year ago; this is not to say that it did not happen, but nothing was scheduled or put in writing. The only follow up work agreed to at the time of sale was the application of environmental protection and windshield protection, which was done. ****** physically viewed and test drove the vehicle before purchasing. Any wind noise, or sharp edges on the door handle would have also been apparent before she agreed to purchase this used vehicle. Once she followed up with me via email roughly 7 months after the sale I learned of these issues. Because she felt that we already agreed to perform this goodwill repair, we promptly had them fixed at no cost to her.
  
  As the other problem with the vehicle is computer related, we are unable to diagnose and repair the issue at our dealership. It needs to be done at a **** store.
  We also have no control over the quality or timeliness of work performed elsewhere. I tried multiple times to facilitate an easy and convenient repair by scheduling service and delivering loaner vehicles, but it seemed that none of the three shops we brought the vehicle to were able to properly diagnose the issue and perform a proper repair. I could only report back to ****** the information I was given by the repair facilities. The computer updates that they said were performed were covered under her vehicle service contract.
  After months of interaction with ****** and having one of our transport drivers as well as one of the service writers at **** say they refused to interact with her again and being accused multiple times of giving her the runaround I declined to further facilitate the repairs. She has incurred no expense for any repair thus far performed. I also tried to minimize the inconvenience by providing loaners when the **** stores would not. 

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair 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.

  On June 9th, I brought a 2014 ************** from *** Vance every month like ************ will not start, the first day was July 5th and my extended warranty covered the spark plugs.Aug 14th and 17th it was the battery, September 17th it was the starter and the next time it did it was November 2nd. I can't keep depleting my savings account I did the math and I have put in with this new bill. I have put in roughly $1,017.44 into this car, I can't afford $115 roughly for a tow bill each month.I know car have maintenance but this is ridiculous that every month I have to call a tow truck. I'm not made out of money.Either get me a car that works or fix the problem with this car free of charge.

  Business Response

  Date: 11/20/2023

  We are working with the customer on her concerns and were told she was going to remove the complaint. 

  Customer Answer

  Date: 11/20/2023

  [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:10/11/2023

  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.

  So on July 13th, i was in a car accident and had my vehicle taken to *** Vance ********* center on the same site as Car City Honda. I am a former employee and trusted their work. Well due to issues with the insurance, it took 9 weeks for them to complete the repair. We picked it up on September 18th, paid the deductible for the repair, My husband noticed a crack in the windshield on the drivers side, upon leaving off the lot. I immediately called in and talked to ****, as the shop manager was out and he had told me the technician had noticed the crack and failed to mention it. We aren't sure if it is from the accident or if it happened while it sat on their lot for the 9 weeks. i had talked to them and the insurance company and both are refusing to fix the windshield. it has now spread all the way across the windshield from drivers side to passenger side. I know for a fact that the crack was not there when it was picked up by the tow truck to transport it from my home to the body shop. And I had stopped in for a few things out of it two weeks before it was completed, and I went into the drivers seat area to grab my code reader and the crack either was not there or hadn't spread upward to be noticeable.

• Initial Complaint

  Date:07/13/2023

  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.

  6-26-23 was the date I bought my car for $13,309.80 they said there was nothing wrong with it but when we took it to are Mechanic just so he could look it over he said there was something wrong with the transmission and told us we should contact him them so the could fix it but they said they will not fix it cause I bought it as is.

  Business Response

  Date: 07/17/2023

  **** and two family members came in on 6/26/2023 and purchased a 2016 GMC Acadia VIN *****************.  The purchase price was $11,992, and the odometer was ******* miles at the time of sale.
  
  We (myself, *****- GSM and the 3 of them) took it on a test drive of approximately 8 miles and approximately 20 minutes before purchasing.
  Before driving, we walked around the vehicle and I shared with them what I knew about it mechanically and cosmetically. I noted that there was disclosed on the ** Buyers Guide a Transmission Shudder and that we should pay close attention to that while we drive it.
  
  We all noticed, and discussed at length, a shuddering occasionally upon acceleration in the vehicle. After returning to the dealership, **** expressed that she would be interested in purchasing the vehicle. At that time, I halted the transaction, and started a discussion to make sure she was aware that not only whatever was causing the shuddering feel we experienced, whether it was a minor repair, or a large one, and a few cosmetic issues, such as minor dents, dings and scratches, would be hers to take care of as she saw fit. She assured me that she had a local mechanic that she trusted and he did work for her family at a reasonable rate. She also declined purchasing an extended service contract due to her stated access to her familys mechanic.
  
  We signed all of the documents including the ** Buyers Guide displaying the notation of abnormal noise or vibration with the comment Transmission shudder, a We Owe form stating, Vehicle sold as-is, and a Terms and Conditions form stating the vehicle did not qualify for any return or exchange program.
  
  Ellas mother, ********* called me on Thursday, July 6th stating that **** had her car inspected at her mechanic, and he diagnosed that the issue was transmission related. He was familiar with the issue and said he would be able to repair it at least temporarily, but the proper way to fix it would be to replace the transmission.
  
  ********* stated that she expected *** Vance VW to either perform the replacement at no cost to her, or to return the vehicle for a full refund of the purchase price. I went over the fact that while its unfortunate that the repair turned out to be so costly, and can empathize with her concern and frustration, we did discuss at length the issue itself, and the fact that the vehicle was being sold as-is.  I stated that we would be happy to quote a repair to be performed at our shop, but the cost of the repair would be hers. She was unsatisfied at this answer, said Ill call you back, and hung up the phone. I have not yet received a call back.
  

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Well discussing the shutter while test driving the car  ***** said that they believed there was something wrong with a spark plug. On top of that he never said he would get a quote for my mom. If I would have known it was the transmission I wouldn't have bought the car.
  Regards,
  
  ***************************

  Business Response

  Date: 07/19/2023

  The offer still stands, and we can provide a quote on the repair. The quote would be free of charge, but the repair cost would be the customers responsibility and we would do at cost. 

  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 this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  Why would I do that when you guys lied to me about what the Shake was.
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used vehical. With a failed battery alternator noise and a noise in the drive train. To be repaired upon a service appointment. So I paid eleven thousand cash to get the car home. On the first service date they replaed the battery and supposidly tested the charging system(no data analysis was presented).On the second service date they said couldnt find the noise and needed to order a tool to isolate the sound so they could find the problem. After two weeks and no turn around I contacted the dealership again claiming I missed my appointment. When there never was any contact. So they make another appointment over a week away. On the third service date they replaced the strut mount and still had a noise so they make another appointment date to replace the strut. On the fourth appointment date they replace the strut and the noise is still there but the clucking sound is gone.After a week goes bye and still no return from the dealership I contact again and this time he says he has to check with manager. Calls me back says this is a sold as is deal. I told him not to try to pull the wool over my eyes. They new the car made noise when I bought it and they sold it to me anyway. I am again waiting...I'm done waiting. Now making a complaint with BBB. I bought a car for 11 grand and drove it less than two weeks and this is like 3 months later now and the car sits in the street afraid to move it for snow removal because its going to throw some shaft through the transmission case.The dude that sold me the car gave both me and my 78 year old mother covid because he doesnt care about the people around him to call in sick. Admitting he was sick like hes never been before and gave it to everyone at the dealership. I'm still trying to get her healed over 3 months later.I have been rudely hung up on repeated times from the service department and the salesman and again today after I made a complaint to his manager the last time.This has been shady deal from start

  Business Response

  Date: 02/06/2023

  We are reaching out to the customer and will be offering him a exchange of the vehicle. 

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Brought my 2016 ******* Tucson in on 3/28/22 for an oil change, tire ******************* Was informed I also had a recall that needed to be completed. Informed service mgr. that I was going on vacation to ********* and needed my car service prior to vacation. Drove daughters house in ********* on 4/26. 4/27 went to lunch with daughter and son. When we left the restaurant went approximately 1/2 mile when car shut down and the oil light came on. We rolled into a parking lot. My son checked the dip stick and said car needed oil. I said that was impossible because I just had an oil change. He went picked up oil. When he poured the oil in it came straight out the bottom onto the parking area. He crawled under the car and informed me there was no oil plug. Car would not start so I had it towed into a ******* dealer that was approx. 2 miles down the road. ******* service mgr. ***********************, stated that they would check over the car. He informed me that the engine was blown due to all the oil draining out. I asked him how that could have happened since I had an oil change on 3/28 and I only drove a small # of miles until I left on 4/26 to come to *********. I am semi retired and only work 4-1/2 miles from my job. I drive under 30 mph thru a residential area to get to work. He stated that if the oil plug was not torqued properly that it would have vibrated loose during the long drive to ********* from my home. He stated the plug was probably just hanging in there and finally fell out when we drove to the restaurant and all the oil drained out. He informed me that *** Vance is responsible for the repairs and he would speak to *** Vance. *** Vance informed him they would not make the repairs. Car was totaled. I spoke with ***** (Mgr) at *** Vance and he told me that *** Vance couldn't be held liable. Asked him about my warranty and he informed me warranty no good due to "Owner Neglect!!" Total loss involved $13,748.06.