ComplaintsforMoss Bros. Honda

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car in 11/12/24 form them the manager ******* ensured they could work something for me. Turns out the car they sold me was highly defective and Im stuck with it since the contract went through. I sold them a car with no issues and received a car that is not drivable. They keep saying its drivable and that its safe yet all the dash lights are on and the back up camera is uninstalled and in the cupholder. The manger also does not want to assist or take fault about anything.

  

  Business response

  11/20/2024

  When ***** came back into the store on 11/14/2024 we had the vehicle inspected and found out we needed to replace his backup camera. ***** was then made aware that the parts needed to be ordered and once they arrived we would repair his vehicle. The parts have arrived and we have left messages for ***** to bring his vehicle in to be repaired.
  If ***** has any questions I can be reached at  at  ************ ext  6122. 
  
  Sincerely, ***** ****

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had signed a 36-month lease contract on March 7, 2019, for a new Honda Civic. On Mar 3, 2022, I returned to the dealership with the intent to purchase the vehicle. The negotiation was a very difficult one because of an extra Retail Installment Sale Contract that they were forcing me to purchase. They stated that they couldn't sell me the car unless I purchased this extra contract. It was stated that it was common business practice for the dealership to have potential buyers of used cars purchase this contract. The services included were GPS tracking, alarm, and a ************** Protection Package. They kept pushing this extra contract on me even though I had refused multiple times. I was in a very dire predicament: walk away from the car and all the equity I had gained from my lease agreement or submit to their terms & purchase the vehicle. Against my original wishes, I ended up purchasing the vehicle with the extra contract because I couldn't be without a car. This experience left me very frustrated, and I vowed to never deal with dealership ever again. In Nov. 2022, all goods & services were installed. In Dec. 2023, I noticed that the paint on the roof of the car was starting to fade. I contacted the dealership in Jan. 2024 to file a claim with Portfolio Protection because I felt with the purchase of the Paint Protection package, this should have prevented any damage to the paint of the car. I sent pictures to the advisor that month. After following up multiple times over the next few months with no claim created, the advisor then had me go to the dealership so he could take pictures himself in April. In May, he then had me drive to their body shop in another location for more pictures for a better estimate. In June, I received a call stating that my claim had been denied because it was deemed that the repair was a repainting and was not covered for used vehicles. I find it hard to believe that the service was ever done given the current condition of the paint.

  

  Business response

  10/10/2024

  **** ******* purchased Paint and Fabric protection from ************* Honda at the time of his sale. **** started to notice that the paint was fading on his vehicle and then brought his vehicle in to service for repair. We took pictures of ****** vehicle and started a claim process which was denied due to the contract covering repair but not the repainting of ****** vehicle. I have tried to reach out to **** multiple times to see if a cancelation of his paint and fabric protection would make him happy as a sign of good faith from **** Bros Honda. Please have the customer call me directly at ************ ext  6122 so I can assist Sincerely, ***** ****

  Customer response

  10/16/2024

   I am rejecting this response because: it has been 5 calendar days since I read the business' response and made contact with Mr. **** and no resolution has been made. An offer to have my car re-painted was provided to me but it has not yet been confirmed. This option is what I would prefer and what I accepted from **** Bros. I appreciate the quick update given to me on Friday, however, I haven't heard anything since then. I do not want my complaint to be closed until a resolution has been confirmed so I am communicating with all that has transpired.
  
  

  

  Business response

  10/22/2024

  I have spoke with **** ******* and we have agreed to a cancelation and refund of paint and fabric protection , alarm , lojack and vehicle protection package. The amount of $3180 will be sent back to his lender as a sign of good faith from **** Bros Honda.

  ***** **** Jr.

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

  
  

  Customer response

  10/25/2024

   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.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  **** bros. Of ******************* have said they sent my contract and other agreements that I signed in the mail. But I have yet to receive them. I've made numerous attempts to get in contact with them and spoken to the accts. manager and the sales man that sold me the car.

  

  Business response

  07/08/2024

  My name is *******************, I am the General Manager at ************* Honda. The copy of contract you have requested has been mailed to you and if you would like to call me I can provide you with a tracking number. I would like to personally speak with you regarding your visit to our dealership. Please call me directly at  ************* ext  6122. 

  Sincerely,

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

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a BRAND NEW Honda April 2023 I paid over $27,000, had a check from my bank to pay, but they were shady and wrote up the contract with Honda as the lender. 6 hours later.Since purchasing the car, I have had my mandated services, each time they neglected to perform some of the services they checked off the service list as being done. ie: filled windshield washer fluid, reset the tire calibration (I had to return to the facility 4 times to have this done. Once after heading out to ******* from **********). Their response to my calls are always, Just bring the car back and we'll fix it. I have also had a faulty fan replaced at 3 months on my brand-new car, and now at less than a year old, a rack and pinion replaced (I have waited 2 weeks already after being told twice the part was there) I was told, Do you drive your car every day? Be very, very careful. When I asked if they were telling me it is dangerous to drive my car, they back tracked what they were saying. The service department also scratched off paint when they were removing the fan, but denied they did so. They did replace the whole piece after my persistence. I will also be filing a complaint with Honda, as I have had nothing but issues with my brand-new car. It is a manufacturing issue, and not the dealership, per se.

  

  Business response

  06/06/2024

  All complaints on ******'s new vehicle have been fixed and covered under her manufactures warranty. If there are still issues persisting I would like to personally get involved and help you. I can be reached at ************ ext. 6122 or bring the vehicle into our service department and ask for me Sincerely, *******************
  
  
  
  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I did a lease buy out from this dealership on 1/6/24 they did not buy it out from Honda Financial. On 2/22/24 honda financial picked up (Repo) my vehicle. I called the dealership ***** in finance was rude and unwilling to help saying that they did their job and paid. I spoke with Honda financial and they stated they were never paid for the vehicle. I spoke with Capitol One to catch them up on my situation as my first payment to them was 2/21/24 which is now past due. Why pay for a vehicle I do not have and have not had for a week now. *********** has also informed me they funded the dealership on 1/7/24 they had a month and a half to pay the car off the lease which they did not. The dealership has not resolved the issue and have not been very polite or communicating. They have not compensated us for the issue we have not had a vehicle a whole week.

  

  Business response

  03/07/2024

  The vehicle has been paid off and and ***************** vehicle has been returned to her. If there is anything I can do to help in the future please don't hesitate to reach out.

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I originally purchased my 2019 used Honda civic hatchback I was sold an extended warranty for my paint and fabric. This was unnecessary as the warranty they sold me does not cover anything since the car was used. Other issues include when the vehicle was purchased the oil cap was not placed back on the location causing a huge mess under my hood. Im not sure how this could have been missed when they claim to do thorough inspections before the car is sold. I also have an issue with the paint in all 4 door handles which is not covered by the extended warranty I purchased since the car is used. Hence the warranty for paint and fabric being an extra charge I did not need to incur. This warranty is not cancelable therefore I am stuck with something that is worthless. I need your assistance I have spoke with the service manager and the sales manager with no resolution. The latest interaction with the sales manager ended with him asking me to call him on august 21st. It is now August 24th and I still have not received a phone call back.

  

  Business response

  09/05/2023

  My name is ******************* , I am the General Manager at Moss Bros Honda. I would like to personally speak with you regarding your visit to our dealership. Please call me directly at ************ ex  ****. Sincerely, *******************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a Honda crv and i traded in my infiniti q60 since i have a 2 year old and i need more room. I bought the car August 4th and the dealership has not paid my trade in. I keep getting calls from infiniti wanting to collect the payment and they have told me they will send me to collections. I keep calling the honda dealership but they dont call back or dont answer. I was current on all my bills for the infiniti the last payment i made on the infiniti was August 3rd and i bought the new car August 4th. I worked hard to get my credit score up to 830 and now because of this my score is down to 698. I already hired an attorney but they say it will take time for them to file the claim. I do not know what to do anymore since they longer it takes the more my credit gets affected.

  

  Business response

  11/21/2022

   ?
  The Infiniti q60 that was traded in has been paid off. If you have any other concerns please contact me at 951 *** **** ext **** so I can help.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went into Moss Bros Honda on September 17th 2022, I went in knowing what vehicle I was purchasing via **** the sales man (He's Amazing), I was trading in my 2020 Honda Civic Hatchback, and purchasing a 2022 Honda Accord. It is now October 18th, my trade in STILL has not been paid off, and have still had to make the payment, as well as getting ready to pay a payment on the new vehicle. I have called through numerous times to speak to the finance department, as well as speaking to **** the "Manager", the only answer received is "I will call you back with more info". We are now 31 days passed purchase, and legally 21 days is the cut off for paying off a trade in vehicle. Completely unacceptable and unprofessional. I NEED that car paid off ASAP!

  

  Business response

  10/19/2022

  
  

  Hello ***** the payoff on the vehicle was sent to your lienholder. I have sent you Proof the check was sent and when capital one received the payoff check. 

  Please give me a call if you need anything else.

  
  

  ***** **** Jr

  General Manager 

  Moss Bros Honda

  ***** ******** *** ****

  
  

• Initial Complaint

  09/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Went to buy a car. Worked a deal and decided not to go with them as they were very shady. Chased after us when trying to leave and everything. That was about a month ago. I have since bought a car. I have told them multiple times to stop contacting me. Any other dealership i went to has stopped. They contact me 30 times a day!!! They email me and call me constantly. I have told them and emailed them to stop contacting me. They are harassing me for not buying a car from them. I want them to leave me alone and stop contacting me completely. I have spam a call blocking on my phone. They have called me 211 times in a month.

  

  Business response

  09/19/2022

  Ms. *******,

  We've taken your information out of our customer data. We sincerely apologize for the inconvenience. We wanted to assist you with your vehicle needs and fully understand and have removed your contact information.

   

   

• Initial Complaint

  06/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased this car at the beginning of February and was unhappy when I found out the car didn’t have something I wanted. The dealer did not tell me it didn’t have what I wanted while looking at the car. I went in the next week because that’s when they told me to as if they were going to help me. They pretended to they wanted to help me then told me there was nothing they could do because I already had a lender. That was a lie as the following month I got a notice to return the vehicle immediately because they could not find a lender. I was out of town and didn’t not receive the notice in time and when going with the notice to return the car or exchange it they said I could not. Then my car could not even get registered because of two recalls. I received my license plate finally and will be sending the paper showing the recalls were fixed. I am just upset because they didn’t care how unhappy I was. The lender told me the dealer could cancel the contract. When i told an employee about this they said it was odd because their can’t be a cancellation after everything is done. At this point I didnt trust them and said perhaps it wasn’t finished like it wasn’t when I went back the following week of purchasing the car. The employee said “well I can tell you we did find a lender and it’s finished, because I got paid today.” I left after this as I was there for over 2 hours because no one care to help me.

  

  Business response

  06/30/2022

  My name is ***** **** I am the General Manager at Moss Bros Honda. I would like to personally speak with you regarding your visit to our dealership. Please call me directly at*** *** ****ext ****. Sincerely, ***** ****

  Customer response

  08/20/2022

   I am rejecting this response because:
  
  At this point I continue to get more and more upset. I never spoke to the general manager who is stating I did not show up. He had someone else contact me to tell me they wanted me to come in to help me get out of the deal, so over the phone an appointment was scheduled on 8/17 for 10 am which I did show up for. My appointment was with ***** however he was late so the person, *****, who sold me the car asked me for my mileage and registration so I would not just be waiting there while ***** had no regards for me until 10:30. They not only lied about helping me get out of the deal but now this general manager is lying and saying I did not show up. I’m taken back by how unprofessional these employees are. Here I will attach the picture of my mileage I took for the salesman.

  

  Business response

  09/12/2022

  Dear BBB:

  We have tried working with Ms. ******, helping her trade in her vehicle and putting her into another vehicle, none of the options work for Ms. ******.

   

   

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