ComplaintsforTony Honda

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my Honda CRV in for a routine oil change that was prepaid. I was told that a cabin filter was due to be replaced. I replied well they're about $10 go ahead.Upon checkout I was shocked to be presented with a bill for $150.52. I questioned and was told that those cabin filters were very expensive. I later researched and the average $10 to $15. If an item is over $100 they are suppose to present you with the estimate. This was not done. I was in a hurry and asked for them to email me a receipt. This was never done. I was SCAMMED.

  

  Business response

  10/08/2024

  Dear Mr. Mann,
  
  I’m Kurtis Tsuha – Tony Honda service manager.
  I apologize for the miscommunication and inconvenience we caused you regarding your cabin filter quote.
  May I please get your permission to refund $150.52 to the same credit card you paid with.
  Please let me know.
  
  I shared your complaint with my staff to insure this doesn’t happen again going forward.
  
  Thank you
  Kurtis 

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 10, 2024, we bought a 2025 Silver CRV Hybrid-L from sales associate ****** *****. During the process, finance manager ******* ******* pressured us and rushed us into signing documents on a tablet and paper documents and told us she will explain what we are signing afterward. After we signed all the documents, she called ****** that we are ready and kicked us out to the door. After we got home, we looked over the contract, we discovered we bought 5 add-ons totaling $10777.88 that we didn't know we bought it. The add-on was financed into our 48 months auto loans. The next morning on September 11, 2024, at 10:15 a.m., we went back to Tony Honda at ******, Hawaii and demanded to cancel all 5 add-ons. Long story short, no matter what ******* ******* said, we insisted to cancel all 5 add-ons. We then given a cancellation form to sign. ******* ******* told us it will take her 10 days to process the cancellation. I know she didn't start processing our contract and add-on product yet. But she still pushes through our contract and add-on in, so they can make money out of us. As of today, we still didn't see our refund in our car loan account. We just want the finance department to process the refund ASAP, a $10777.88 refund back to our car loan account. Here the breakdown of the add-on products that was charged to our car loan and a cancellation form was submitted on September 11, 24 to cancel all these add-ons. Quantum $1995; **** Care Protection Plus $2352; **** Care Maintenance Plan $299.88, Assurant Gap $1200; Service Contract **** Care Extended Warranty $4446, totaling $10292.88 plus the *****% tax that was paid through financing on these add-ons, $485. A Totaling of $10777.88. Please issued this refund **** back to our car loan account. We won't close our case until we see the refund back to our car loan account. I can still see the extended warranty and the Assurant Gap is still showing active online.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a pre-owned certified 2022 Honda Civic Touring in early June 2023. The car was listed at $29,999. They had the vehicle tucked away in the back, but they said it was for sale. I test-drove the car, and I thought it was great for its price. In August I heard a ticking/static-like noise coming from the front/driver side of my car when I was driving it around. I assume that it may be a shortage in the front speaker so I took it back to the dealership to have it fixed. They said that it would be a few days as they said they were waiting for a part to come in. 3 days past and I took it back and they said they replaced the wire and it did have a shortage. The following morning, I heard the noise again and I reached out to the dealership. This time I said they would need to do more diagnostics on the car to pinpoint where the noise is coming from. After 3 weeks I finally got my car back to hear the noise yet again the next morning. After trying to reach out to the service advisor numerous times to get another appointment and my invoice detailing what they had done, I had to go there to schedule an appointment in person for the issue and an oil change as the financial person advised me to do so as I had so many oil changes to this year. After showing the techs that this is a known issue with Civics and the noise online they took my car for the 3rd time. The next morning it was there so the 4th time they say they pretty much took the entire front steering wheel assembly apart. 30 days later they said the car was fixed and I could test drive it. I drove it and didn't hear the noise at first, but the thing is the noise always appears in the morning. Now it's during the whole day. When I'm driving after work on the H1 in traffic going 6 MPH I hear it. This dealership now is trying to pass me off to another dealership. Absolutely unprofessional and I had Hondas all of my life. American Honda and the bank I finance the car is aware but they're telling me to work with them.

  

  Business response

  12/21/2023

  Dear BBB,
  
  ****************** Civic had an intermittent buzzing noise that only occurred during morning driving (7am), on rough roads.  After driving for about 5 minutes the noise goes away.  The noise was very challenging to pin point and correct.
  My shop ******* did a quality check on the repair after correcting the intermittent noise;  remaining noises were commercially acceptable. I informed **************** please wait until the noises become more obvious and consistent before we pursue further repairs. Furthermore, I informed **************** he is welcome to get a second opinion from another Honda dealer, as his vehicle is still under the basic warranty.  
  As a courtesy, we absorbed the cost of a rental vehicle during this entire repair and filled up his gas tank because we needed to drive a lot to pin point and correct the noise.   
  
  Also on November 8th, **************** came to the dealership to discuss the possibility of trading his used vehicle in for a new vehicle.
  Our sales department provided him with a price quote, trade in value and monthly payments for a new vehicle.
  He told us he wanted to think it over but our sales department never heard back from him so we assumed he was fine with keeping his vehicle.
  
  
  Sincerely
  ***********************
  Tony Honda service manager
  
  

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Predator practice. I let ASRs a vehicle in 2017. And almost a month later I was contacted by finance mgr ***** stating that he was unaware of the dealerships no lease policy to Uber drivers. I already had drive the vehicle over **** ********************* said it would be no problem converting to finance. I presented an offer of $20000 in addition to the $**** I had down and call it a sale iwa surprised when ***** returned and said that management had declined the offer but countered by offering me an extended warranty package worth $**** free of charge as N incentive to convert. I accepted only to find out at. the end of the year that ***** had charged me for it During the processing of the paperwork ***** had gotten me to sign the paperwork for the purchase of the package. I was trusting his honesty and that at how it came to pass. At the end of the year I asked my bank why was my loan unusually high the balance they told me to go check with the dealership upon doing so I brought my concern up to ***** and his remark was you expect me to remember everything that happened almost a year ago and I said yes I do because you were too much in fear that I would not convert. You probably wouldve remembered it like it happened yesterday try and get some resolve into this matter. I want to see the *** ************************ and his response was they go to but you gotta do go to the *** BBB, Attorney General bottom line is I got your signature and I got my a** covered and this is where we stand now

  

  Business response

  02/02/2023

  Please review the attached 

  1) response to BBB dated 1/31/2023 regards to case No ******** , ***************************

  2) response sent to ************************** dated 9/3/2020 as your reference 

• Initial Complaint

  07/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Estimated date 06/20. They share their a family operated company that offers world class experience when purchasing a vehicle and maintaining one. This is a lie and they should be ashamed of themselves. We purchased a total of 4 vehicles within the past 2 years and the one car we purchased was for our son a 2022 civic. We came back the second day we purchased it as it was making a ticking noise in the front of the vehicle. My daughter has the same car make and model and no noise. We took the car back again and found out that the service tech did not notate what was going on with the vehicle and found out their service manager and the service tech was fired. The service tech **** who took over was rude and did not communicate with us on what was going on. We waited 4 months for a part to come in and we already had the transmission changed. The noise was still there. They made my husband spend the entire day there, mind you we already had to come back 6 times for the same issue. They finally put the part in and the noise still did not go away. We had to fight with them on all the issues and the Sales manager offered $4,000 back and they would take the car back under the condition that we could no longer do business with them. After $35,000 of down payments on a 2020 accord, 2021crv, 2x 2022 civics and a 2022 pilot. We feel we should be compensated for all the issues and got back more for my sons car. We put $10,000 down on that vehicle and did not get half back and to have the dealer tell us we could no longer do business that was a shock and very sad. If I could I would sell all the vehicles we purchased from them. The service department gave us horrible customer service. the sales manager was rude and didn't take into account we were repeat customers and we lost out on a vehicle for my son. All we asked was for communication or help in getting my son a vehicle that did not make noise but the dealership could not provide any customer service. **** **********************.

  

  Business response

  07/12/2022

  Tell us why herTo Whom it *** concern,
  
  
  The customer in this case is ***************************** III.  We have had repeated dealings with ****************** being verbally abusive with our staff and being disruptive to our daily work environment.  He has also been asked repeatedly not to enter the technician and detail bays for safety and harassment concerns which he refuses to adhere to.
  
  We had replaced his transmission and could find no further issue with his vehicle.  The noise that he claimed could not be replicated. The vehicle, according to all testing, was operating within factory specifications.  We had it checked by several technicians and our service manager.
  
  ****************** began then threating us with claiming lemon law on the vehicle as he had done recently on a truck from Chevrolet.
  
  At this point we reached an impasse and expressed to ***************** that *** want to take his business elsewhere and offered to purchase the car back for $24,770.82 plus $2,809.18 (which he received as a vehicle service contract cancelation) for a total of $27,580.00 which he willing accepted.
  
  This is the second car we have had to buy back.  We bought back his Honda Accord in 2021.  He had ongoing complaints about the way the car was operating even after completing several repairs at his request.
  
  
  Thank you,
  
  ***************************
  GM
  Tony Honda ****
  ************ celle...

  Customer response

  08/07/2022

   
  Complaint: 17519745
  
  I am rejecting this response because:
  

  
  Hi Honda,
    Responded to the complaint and lied about a couple of things. They said they brought back two vehicles no we traded in one vehicle. They also said my spouse used verbal abusive language which he did not as my daughter and myself was their as a witness. How do I go about responding to this **. I dont want more customers to deal with a horrible business.
  
  
  The ** lied in his response back and people shouldnt be thrown under the bus by organizations giving false information.
  He said they brought back two cars no they brought back my sons car. We traded in the other one for a pilot I have documentation. 
  He also said that the car was working fine no it wasnt. We compared both cars as my daughter drives the same vehicle and we purchased both just days apart we have documents and pictures for proof. We offered to bring my daughters car down so that they can compare the two on a test drive and they said no. My daughters car drive fine with no noise my son drove the same car with noise? 
  He also said my spouse was verbally abusive wow thats a hard accusation as family was with my spouse at the service center and recalls him being frustrated for having to deal with the issue let alone having to keep coming back when they say they have all the parts but they dont so we waste our time along with the rude service we have been provided by his department people. Anyone would be frustrated as the communication was horrible from this establishment and of course the consumer gets frustrated as we are paying for a brand new vehicle. The sales manager did not say it in the way that the ** explains they told us we could never do business with them again. Sad as if he took the time to find out what was going on with his customers and help to find a solution no he decided ti slam them and put their names out on a public site and lie about what happend talk about *******, honesty and treating your customers with good service l. Organizations like this should be disciplined as other customers should t have to go through such a headache and be lied about. Justice should be served to this establishment. 
  
  

  
  

  
  

  
  Sincerely,
  
  ******* Aila

*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. ↩