ComplaintsforPohanka Honda of Fredericksburg

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Initial Complaint
09/25/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My wife dropped off the car on Sunday June 2nd and clearly showed the service advisor that the engine lights and ABS lights were on and that the car smelled different and there was an issue with the car's ability to accelerate the car. The service advisor ***** *****, laughed at her and said he did not see it was that big of a deal but would get it checked out but when I got there and talked with the service advisor he even admitted he did not know what my wife was talking about about. I asked ***** how long it would take and he said it should be checked and ready to go tomorrow morning. I also asked if there was an issue with the car that we had a warranty through Pohanka and Honda and that if there was an issue they would cover the diagnostic fee and the repair of the vehicle. I called the next day at 8:30 AM and found out the car had not even been checked yet and we dropped it off at 3 PM on Sunday. Later on we got to the dealership at 10 AM and no one had contacted me and saw ***** who just got in and that the car looked to be fine and there was no issues and that I would need to pay the 175 diagnostic fee since nothing was wrong with the car. A minute after my wife drove off the lot the check engine light came back on and the smell of exhaust was coming into the car. We were upset that we had wasted the better part of two days for our car not to be checked on correctly the first time. I told the service advisor that this was not good service and that y'all rushed the service to get a quick 175 dollars off of us while we could have been hurt or hurt someone else if our car had not been fixed properly. Sure enough they found an issue with the cars exhaust and it was fixed and the warranty did cover the diagnostic and maintenance but when I pressed for the original cost to be refunded back since the service team had not correctly taken care of my car the first time. Unfortunately that did not happen despite the service manager ***** ******* stating he would
Business response
09/26/2024

After reviewing the details of this complaint Pohanka Honda of Fredericksburg will be refunding the client the $175.00 that they have requested

Ray *********************** Partner
Customer response
09/26/2024
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

Regards,

*********** ********
Initial Complaint
04/24/2024
Complaint Type:
Billing Issues
Status:
Unanswered
The business failed to respond to the dispute.
I filled out one credit application for my credit to be ran for American Honda. Pohanka took upon themselves to run my credit more then once without my permission. I was told they would correct the issue by ****. The issues has nor bee resolved. Feb 24 2024 is when this took place
Initial Complaint
08/24/2023
Complaint Type:
Service or Repair Issues
Status:
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.
Bought a used car on 8/12/23. Never saw copy of loan agreement. Was told what my payment would be and I could look on Ally website for details. I was in a hurry and it was Pohanka so I totally trusted them . I never really signed much paperwork. He would read off to me what I was signing and I would sign on a tablet. Nothing on tablet except box to sign in. Took Ally over a week to post anything and then all they had was total amount financed. Was **** dollars more than agreed to. I thought it was just a mistake. Went to Pohanka to find out and was told I signed for extra warranty and ceramic coating. I had specifically told him I wanted no extras. I asked him to cancel those things . He said I would have to pay for coating because they already did that. I asked him when it was done and he said while I was doing paperwork. There is no way they did it that fast. Anyway, I told him I wasnt paying for it. All they kept saying was that I signed for it. I said they lied to me about what I was signing . There was a sign in room that said all transactions were videotaped. I said I wanted to see the tape. They said machine was broken so I couldnt. They finally agreed to remove extra charges but said it would take 4-6 weeks. I have papers they signed agreeing to remove charges but I really dont trust them anymore. Im in total disbelief that this happened at Pohanka
Business response
09/01/2023

We spoke with client and agreed to cancel the two products. The cancellations were processed and the refund was mailed to Ally Bank.
Customer response
09/03/2023
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

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

Customer response
09/03/2023
There was a charge for an extended warranty and also a charge for ceramic coating . Only the extended warranty has been cancelled. I dont want to accept anything until both are canceled
Business response
09/05/2023
Both products were cancelled and the refunds were sent to Ally Bank.
$2096.00 for ****************************** Contract
$5046 Total sent to Ally Bank
Initial Complaint
07/07/2023
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I dropped off my car for an alignment and for replacement of faulty MOST FAKRA Service Cables Safety Recall. This was on 7/5/2023. When I picked up the car the Windshield was cracked. The service manager told me that this must have happened some where else. He did tell me that he would take care of my deductible. I emailed him and left a voice mail. He never responded back when I mentioned that my deductible is $1000. Since it happened in their shop I will be happy if they replace it themselves. I don't think I will hear from them any time soon. I do have an appointment to take care of the windshield on 7/12/2023 through my insurance company but like I previously stated it will cost me $1000 out of pocket. I don't feel I should be paying for something that happened in their shop.
Business response
07/20/2023
Spoke with ****************** who informed me that he had the windshield replaced. Based on this information and the fact that the concern likely started at another location, we agreed that Pohanka Honda would pay $800 of his deductible, which is $1000. I informed him that I will close the case based on his satisfaction with the outcome.
Customer response
07/21/2023
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.

Regards,

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

Customer response
08/10/2023

Please be advised,

The business in this complaint has not sent the check as they had agreed. Can you please reach out to them? I will formally reopen the case if I don't hear from them soon.

Thanks for your help.
Initial Complaint
01/10/2023
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I was a customer to the service department of ********************** for my 2016 Honda ***. I was assured my transmission would get fixed, it was not, and ***** miles were put on my *** while it was in the businesss possession. 10/21/21 I brought my *** to Pohanka to get an oil change. I mentioned there might be an issue with my transmission as I had felt it slip numerous times. *********************** was assisting me. He advised me to change the transmission fluid, which I did.4/26/22 I received a letter from Honda advising me to get a CVT software update for my ***. When I brought my *** to Pohanka, Chis was the individual assisting me again. I asked about the transmission again because it would still slip periodically. ***** said this new software being inputted would help with this issue, and if it continues to slip to bring the *** back as it would still fall under warranty. After leaving, the slippage did decrease, but still slipped at times.5/18/22 I brought the *** back to Pohanka. ***** checked my car in and assigned me a courtesy car. He said transmissions have been an issue with this particular vehicle and that everything will get fixed, and he would get back to me.6/13/22 I returned the courtesy car. Speaking with *****, he stated that he had driven my car to his home and was able to get the car to slip on his own, but did not have the device connected at the time to make the reading. He said that he would be able to recreate what happened to get the *** to slip again while connected to the device. He assured me when I return from my vacation there will be a new transmission installed. 8/13/22 I arrive back from my vacation and pick up my ***. The transmission was not fixed, and after arriving home I notice the mileage my *** from when I originally dropped it off at Pohanka. On May 18th the mileage was at ******. Now on August 13th the mileage read ******. ***** miles were put on my ***. I have a more detailed email I can forward you.
Business response
01/16/2023
The tone of Mr. ********* complaint would indicate that he expected the transmission in his vehicle to be replaced under warranty. His vehicle is a 2016 Honda CRV that has an original delivery date of 8/13/2015, which is when the warranty began. The powertrain warranty for any Honda is 5 years or ****** miles, whichever occurs first. This means that his powertrain warranty expired on 8/13/2020. The first visit for this vehicle to our facility was on 10/21/2021, a full year after the powertrain warranty expired. However, if this would have been within the provisions of the powertrain warranty, Honda will not release a replacement transmission without solid evidence that the existing unit is in a state of failure.
That being the case, had we been able to condemn the transmission,we would have provided ******************** an estimate for its replacement. Had we agreed to fix the vehicle, the same guidelines for the release of parts would still apply to the customer pay replacement unit due to limited availability.
Regarding the mileage on Mr. ********* upon return, it was agreed that the service advisor would drive the vehicle while he was out of the country in an effort to experience the transmission concern. During that period of time no failure occurred,therefore no action was needed, and the vehicle was returned to the customer.
Customer response
01/20/2023
Better Business Bureau:

I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The reason for my expectation for the transmission to be fixed is because *********************** said it would be fixed by the time I came back from my trip. **************** also said the transmission would be under warranty due to the fact the mileage of the *** at the time was low.

No agreement was made with anyone from Pohanka Honda to drive my vehicle while I was out of the country in an effort to experience the transmission concern. The day I left, June 13, I was told by *********************** that he felt slippage of the transmission and would have the reading device attached to it next time to get the reading. There was no need to continue to drive it over ***** miles if ***** already experienced the transmission concern before I left the country.
The transmission wasnt fixed when Pohanka Honda said it was going to be, and in the 88 days my car was in Pohankas possession a total of ***** miles was added to my ***. That averages out to be around 30 miles each day it was in Pohanka Hondas possession. Everyone that I have spoken to in the auto industry, including Honda Corporate, say this is not acceptable and should not have happened.

Regards,

***************************
Initial Complaint
09/29/2022
Complaint Type:
Service or Repair Issues
Status:
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.
On September 10 we have a **** Honda Civic towed to Pohanka Honda to have the brakes repaired upon replacing the brakes the master cylinder and the brake booster the mechanic broke the ** line and try to Apoxsee it and return the car to us upon pick up we noticed the ** was not working they have had the car every sense of the above date dragging their feet not wanting to repair the car at their cost.
Business response
10/15/2022
CLIENT'S VEHICLE HAS BEEN REPAIRED AND RETURNED TO THEM.
Initial Complaint
09/20/2022
Complaint Type:
Customer Service Issues
Status:
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.
Dealership staff will not call back , even management once car is sold . Traded in a car a month ago and the dealership finance **** has not paid off the trade in car loan and will not return calls . The other car maker , GM is now charging late fees and ruining my credit . I cannot get a finance manager to call me back at all after leaving voicemails . Poor follow up .
Business response
10/15/2022
CONTACTED CLIENT. TRADE IN HAS BEEN PAID OFF AND CLIENT IS SATISFIED.
Initial Complaint
07/23/2022
Complaint Type:
Product Issues
Status:
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.
The service department broke a lug nut off my wheel and said I had to pay for it. They refused to do it free because they said someone else could have put the nut on wrong. The fact is they was the last people to take my wheels off when they rotated my tires.
Business response
07/28/2022
When the incident occurred, based on the fact that the vehicle was serviced at other repair facilities, an agreement was struck whereby the client would pay for 50% of the repair. In the interest of client satisfaction, we changed the offer to **************** paying for parts only ($38.00) and Pohanka would absorb the labor ($217.50). **************** seemed content with the agreement at the time and authorized us to proceed with the repairs. According to our agreement there is no refund due to the client.
Initial Complaint
12/17/2021
Complaint Type:
Product Issues
Status:
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.
This dealership cancelled the wrong GAP policy of mine and never notified me of their wrong doing. I reached out to Corey in May 2021 to have my GAP on my 2021 ***** cancelled, when they mistakenly canceled it on my 2020 *******. They failed to notify me of their mistake, potentially causing a huge financial burden on me in case I had to use my GAP coverage. A learned this from another ***** dealership who showed me so I know this to be true and accurate. In addition, I keep receiving letters from ***** Financial Services about an active GAP coverage on my ***** that Corey “confirmed” he cancelled and paid me for, but ***** says that is not correct. I would like to collect my money that is owed to me for cancelled GAP contract on my 2021 ***** and I would like an explanation why they cancelled my GAP coverage for my ******* without my consent or signature. And why they failed to notify me of their gross negligence. When I reached out to finance, on MULTIPLE occasions, NO ONE has made any attempt to call me back. In fact, they are just choosing to transfer me back to the reception area so I cannot even leave a VM. The front desk receptionist said they are “purposely ignoring me” and also said this is a very sketchy business practice.
Business response
12/21/2021
We have processed the cancellation of the gap policy as requested on the 2021 ***** *****. Attached is a copy of the cancellation that weas sent to ethos Group and shows the payment being made to American ***** Finance. Please contact me if there are any other questions.
Best,
Ray O'******
Initial Complaint
11/14/2021
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
When I purchased my certified pre owned ***** ******* last October, the certified pre owned booklet stated I would recieve two free oil changes. When I went in for my second oil change since owning the vehicle, I was told that only 1 is allowed. I verified this information with the finance department as he explained the benefits of certified pre owned vehicles and he also told me there's only one. Flipped to the page where it says 2 free oil changes and he said, oh yeah there's 2. Went in for my second, told the service advisor that this is my second oil change and asked if it was free and he said there is only one that is free. Showed him the booklet where it said 2 are free and he told me there's only one, that booklet is wrong. I don't understand why it's in ****** booklet if it isn't true, or if the dealership is wrong, I would like my money back.
Business response
01/07/2022
A refund will be issued.

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ComplaintsforPohanka Honda of Fredericksburg

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Please be advised,The business in this complaint has not sent the check as they had agreed. Can you please reach out to them? I will formally reopen the case if I don't hear from them soon.Thanks for your help.

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Please be advised,

The business in this complaint has not sent the check as they had agreed. Can you please reach out to them? I will formally reopen the case if I don't hear from them soon.

Thanks for your help.