ComplaintsforMiddlekauff Automotive Group Inc

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been to your service department FOUR times for the same repair. Ive provided video of the problem occurring. Your tech has duplicated the problem but it remains. The repair was refused and I was told to call Honda America for a good will repair rather than the one that is expressed in the warranty.Ive had you tell me that it is caused by window tint when the problem was reported prior and is indicated on your paperwork. Ive had my front license plate holder blamed although the problem was present and reported per your own paperwork prior to the installation of the item. When your department engages in such antics trust is the casualty along with customer satisfaction and any hope of future business diminishes rapidly. It is this kind of dishonesty that makes people think what they do about dealerships. Be it a reaction to Hondas policies on remediation for warranty repairs and the profit motive or some other incentive/disincentivethis public derision is absolutely earned. One repair that was suggested was one I would have to pay for- Window visors (external)- I was quoted 283 USD plus another 100 USD for installation. When I looked up the price online from other dealers it was 128USD, a 150 dollar markup for a product I shouldnt need for a repair that Im not responsible forA bumper to bumper warranty that is worthless with additional profiteering by your dealership. I wish I was making it up.One would think that a dealership would have the know how to repair the item they sell. ****, the service department manager didnt have much to say on this when I called. He was upset that this review was posted and rather than fix the problem with trying to proffer off of warranty work rather than fix it or the fact that it took video of the event to get anyone to be able to reproduce it, he told me to pound sand. Id expect many more will have this experience. Must have something to do with the ** rating they have on BBB. Thanks ****

  Business response

  04/26/2024

  We have reached out to American Honda regarding this issue and here is the response we have received from Honda.

  
  Good morning,  
  
  Reviewing the history of ************** Vehicle, and the guests concerns.  Clearly, we have a guest that feels that all of his concerns are wrapped up into one.  That is truly not the case each concern the guest had have been addressed and either repaired or is operating as designed.   We did not involve an FTS as these items were handled at the dealer level, as the guests concerns were straightforward. 
  
  We have addressed guests concern; the right-side window DID have an issue that was resolved by replacement of right-side window regulator.  (as well this was noted that it looks as someone had been in the right front door performing a repair)
  The Drivers side window has been unable to duplicate guests concern without pushing on the inside of the window glass to intentionally cause the glass to come out of the track at speed this is NOT normal operation of opening and closing a window. Therefore, there isnt a repair that is warranted to be performed as the window is working as designed.
  Mulit-purpose Camera:  During guests last visit he had mentioned the issue he was having; the tech had performed a test drive and was unable to duplicate the guests concern at that time.  At that time, we performed a Multi-Purpose Camera aiming just to make sure that everything was operating as designed.  Being as though we were unable to duplicate guests concern and without any trouble codes in the system for a failure, this was performed to make sure all systems are working correctly.  After the camera aiming was performed the following road test the vehicle operated as it did when it was dropped off with the guests complaint.  Therefore, the guests vehicle is operating as designed, and no need for any parts replacement. 
  
  
  As stated above the ************** vehicle is operating as designed at this time only the right-side window regulator that needed repairs has been done so under manufacture warranty at no cost to the guest.  As a note the vehicle does have tinted windows, as this vehicle has been purchased out of state and guest is using a different dealer for servicing.  ***** is not returning to his selling dealer with his concerns.  The dealer Middlekauff where ************ has been brining in his vehicle has done the proper diagnosis for guests concerns and addressed all of them.  Dealer did recommend to **************, that the Tint could be the cause of the drivers side window, but refused to have it removed. 
  
  Best Regards,
  
  *****************
  District Parts and Service Manager, Zone 5, District H
  American Honda Motor Co.

   

  Customer response

  04/26/2024

   
  Complaint: 21628287
  
  I am rejecting this response because: along with the dishonesty of trying to proffer over 400 dollars from a warranty repair that was not even attempted; here the dealer is once again displaying remarkable dishonesty out of apparent dismay from being caught in their ruse of attempted grift. Im curious how I have repeatedly, with one hand on the wheel holding a camera phone and another manipulating buttons duplicated this issue without the use of any pushing/pressure from the inside while in 4 trips these experts have been unable without having to push from the inside. All while alone with nothing but my dog present at some times. Makes you wonder doesnt it? Im no longer interested in having a dealership as clearly dishonest as this touch so much as a valve cap on my vehicle. Ill go elsewhere but once again, thank you for making me certain that your dealership is the last place anyone much less me should either buy or service a car. 
  Sincerely,
  
  ***********************

  Customer response

  04/26/2024

  The tint that **** refers to was blamed after the 3rd visit to his service department. At that time they lubricated the channels so his statement regarding this is unfounded as is his denial of ever working on that window. His own service records (which I have) prove this. There is also no mention of any pushing on the window by the tech in his report which I also possess. Unless **** has altered it since then I can produce an original that was emailed to me by one of his employees. 

   

  Thank you. 

  Customer response

  04/28/2024

  To demonstrate the window that Middlekauff techs and their manager seem to have so much difficulty diagnosing Ive prepared some video. 

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

   

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

   

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

   

  The problem with the window existed before tint was installedI live in the desert so tint is a must. Id also hoped that it would maybe help the problem since nothing else wasclearly Honda and their dealers arent unless theres some sort of profit incentive for them as warranty doesnt seem to be honored at all and the dealership can either through dereliction or with intent to grift- deny that the event is occurring. Video takes care of that nicely. 

  Customer response

  04/28/2024

  One last video for good measureas always, no hands. 

   

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

  Honda America and its dealers are without a doubt doing everything they can to fleece customers. Your letter, Middlekauffs actions and these videos along with the documentation I possess prove this quite nicely. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  11 December2023 Went to middlekauph **** to buy a maverick pick up truck. Looked at the vehicle on Sunday and saw that it was priced at msrp and so we came in on Monday to buy it. Asked the salesman to confirm that there was no market value adjustment. He confirmed there wasnt. Filled out the paper work and application. He returned from visiting with his sales manger with a price **** dollars higher than what was on the sticker! I went and complained to the sales manager who told me that I should have checked their web site and basically implying that it was my fault. I left but as I was leaving double checked the sticker to make sure I hadnt made a mistake. The sales manager came out to confirm that there was no added markup noted on the sticker. He said for his guys to change it and did not even apologize. He seemed put out that I would be upset. To summarize Prices within a few hundred dollars by my memory. Sticker27900, Their price brought to me *****, and because he said I should check the website I did. It is Listed as *****. So they tried to charge me more than both their sticker and their internet advertised price. Wasted my time and theirs and their sales manager had a poor attitude as well. False advertised price.

  Business response

  12/20/2023

  Subject: Response to Better Business Bureau Complaint Regarding Pricing Concerns

  
  Dear *****,

  I hope this message finds you well. We appreciate you taking the time to bring your concerns to our attention, and we sincerely apologize for any confusion or frustration you may have experienced during your recent visit to our showroom.

  First and foremost, we want to assure you that we take matters related to pricing transparency very seriously, and it is never our intention to create a negative experience for our valued customers.
  

  After conducting a thorough investigation into your complaint, we have reviewed the pricing information for the vehicle you were interested in. We acknowledge that the vehicle was very clearly priced on our website, and we understand the importance of maintaining consistency between our online listings and in-person interactions.

  While we strive to provide accurate and up-to-date information, we recognize that errors or verbal miscommunications may occur. You will see this disclaimer on our web site as well. In this case, it appears there was a misunderstanding, and we sincerely apologize for any inconvenience this may have caused. Website pricing reflected accurate pricing, it sounds like initial verbal communication may have indicated otherwise.
  

  To address this issue and prevent similar occurrences in the future, we will be reinforcing our internal communication processes to ensure that our showroom staff is consistently updated with the most accurate pricing information. Prices fluctuate and can change on a daily basis. We do our best to approach the market with values in alignment with what daily fair market values. Additionally, we will be conducting training sessions to emphasize the importance of maintaining pricing transparency and delivering exceptional customer service.
  

  As a gesture of goodwill and to express our sincere apologies, we would like to extend a special offer to order you on a new retail ordered vehicle exactly the way you want it and we will prioritize the order in the highest fashion we have available to us with the manufacturer.  Our team is committed to making amends and ensuring that you have a positive experience with our dealership. Ordering a new vehicle, although there is some additional wait time involved due to chip shortages, UAW strike, etc. gives you the opportunity to get the vehicle you want at the price at the time of order.
  

  Please feel free to reach out to ***************** at ******************** to discuss this further or to address any additional concerns you may have. We value your feedback, and your satisfaction is our top priority.
  

  Thank you for bringing this matter to our attention, and we look forward to the opportunity to rectify the situation.
  

  Sincerely,

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

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I asked the dealership if it was possible to obtain my Bronco back, I requested dealership owner **** Middlekauff's word be honored, "if you are not satisfied with your new vehicle, for any reason, return it with no questions asked, and they would refund my purchase, or get me into another new car of my liking." I was told: "the only way I could get my Bronco back, involved paying an additional $10,000.00." Initially I had wanted some reassurance regarding what I believed to be a fair and equal trade, but shocked to discover this may not have been the case, and my Bronco is apparently worth more than acknowledged.I also believe that Middlekauff Honda contention that vehicle values based on a February MSRP is based on an invalid argument, especially when the ****************** MSRP has continuously jumped multiple times since then to the present. Car values are based on current appraisals, in which case the Edmunds estimated invoice price for the 2022 Honda Passport was $37,073; actual price *********. 2022 Honda Passport MSRP and Invoice Prices | ******* It also needs to be mentioned that **** at Middlekauff Honda said if I had mentioned my concerns within 3 days, they likely could have done something. The deal occurred on 06/22/2023, and I was in the very next morning expressing and sharing my concerns and reservations. After 06/28/2023, when I was told it was too late, because we were into the 5-6th day, I had additionally been in and expressing my concerns, on 06/26/2023 and finally 06/28/2023, including the fact, that traditional business days would indicate that 2-3 actual working days had passed, well within his specified time frame.I have also attached the current vehicle evaluation completed by CARFAX on 06/05/2023 which then valued my 2023 **** Bronco at $49,170.00, and not the $42,000.00 2023 Honda MSRP.

  Customer response

  06/30/2023

  Today I asked the dealership if it was possible to obtain my Bronco back, I requested dealership owner **** **********************'s word be honored, "if you are not satisfied with your new vehicle, for any reason, return it with no questions asked, and they would refund my purchase, or get me into another new car of my liking."  I was told: "the only way I could get my Bronco back, involved paying an additional $10,000.00."  Initially I had wanted some reassurance regarding what I believed to be a fair and equal trade, but shocked to discover this may not have been the case, and my Bronco is apparently worth more than acknowledged.
  
  What is the description of the complaint, including names, dates and actions.
  I had ordered and bought a new 2023 **** Bronco on 04/24/2023, paying $35,200.00 cash.
  During the course of the purchase, it appeared that *************************** the **** Finance Manager stacked the transaction with buying a Key Fob Warranty, etching the vehicle glass with a security code, including extended protection packages. I unknowingly paid $339.00 for a Key Warranty. Unfortunately, on initially examining the new 2023 **** Bronco, I was surprised to discover, 3 of the windows were covered in powdered glass flakes and chips, even after specifically refusing these unrelated services. In addition, **********************'s tire manager backed out of a new wheel and tire deal, which had been earlier promised, by a previous manager. After taking the Bronco home, within days I noticed the rear seat material was torn, and showed the Bodyshop Manager *********************, that the roof was leaking in a rainstorm, including noticing paint damage on the vehicle. I was reassured by ***** that all of these things were covered under factory warranty. After 6 weeks of **** repair and returned parts promised, on 06/22/2023 I was invited to the Middlekauff Honda dealership. Who offered a deal on a Honda Passport, my paying $800.00 difference, which was declined because the paint was damaged. Then a Gray Honda Passport, for a straight across exchange, which was also refused, because the rear leather seat was torn and patched over. Finally I was offered another Gray Honda Passport, and even though I had made up my mind to keep my Bronco, and work out the repairs and refunds, in a moment of weakness and desperation, after enduring near 2 months of virtually no results, I agreed to take the offered deal, because I was told in was a good and fair deal, I was being offered more than my Bronco was worth at $42,000.00; though I pointed out I had bought over $5000.00 in parts and accessories, though was told these didn't usually count towards a trade, even though I had paid $3300.00 for the new alloy wheels and 17" all-terrain tires. I was led to believe the Honda was worth no more than the Bronco. Then, several days later I was shown the Bronco on sale and being advertised for near on $55,000.00. The following Monday, June 26 2023, I asked the Salesman, if I had indeed been given a good and fair deal, and admitted I was shocked by the price difference. I was told I had been given a fair deal, because the Bronco would likely not make much of a profit, and the dealership could very easily lose money on the deal. Again, I approached the salesman, on 06/26/2023, and re-asked once more for reassurance, if I was given a reasonable deal, and expressed concern about the Honda clearance, after noticing a rubber molding attached to the front bumper coming loose, and I asked if the Honda was okay going off road for hunting and was reassured it was. Though giving the matter further thought I approached Middlekauf today 06/28/2023, and told again I had been given a fair value for value deal, I could check what a new Bronco now cost to order, and they were not likely to make much of a profit, and might lose money on the Bronco, including that the new Honda Passport could be used somewhat off-road. I explained the overall circumstances to **** the sales manager, that I had been scared into making an inquiry about returning the Bronco, because of all the requested warranty service requested, many promises made, but nothing yet materializing. Later, **** called and said they had met their obligation, and I had even made $10,000.00, because ********************** **** had given near $5000.00 out of their pocket to cover the higher Bronco cost. I told him, as I did from the beginning, that I paid $35,200.00 when I bought the Bronco, including the money he was referring to, was a rebate offered by ****, which Matt ********************** in late 2022 personally told me would be honored at the origin MSRP when the Bronco arrived in April 2023. Including that I had spent $5-6000.00 in alloy wheels, tires and Bronco parts, which in my mind added close to the specified $42000.00 across the board fair trade, and I had in fact not made $10000.00. Though, beyond the fair-trade amount, adding $13000.00 to the Bronco value, as now advertised for sale, appeared to indicate that the fair agreement, at least as I understood it, had possibly been exceeded in the dealerships favor, making what appeared to be a substantial profit. This was not the fair trade as I believed presented to me. Therefore, I requested **** **********************'s word be honored, "if you are not satisfied with your new vehicle, for any reason, return it with no questions asked, and they would refund my purchase, or get me into another new car of my liking." **** told me there were limits and conditions to **** **********************'s promise, but his recorded message doesn't specify so; in fact, it goes further, to even state the new car guarantee is up to ******* miles.
  It's not my intent to take advantage of their generosity, but I have been told two very different narratives, which in my mind doesn't add up. I understand they are in business to make a profit, but it appears somewhat apparent that the dealerships intent was not necessarily the fair trade offered, but perhaps with the targeted intent, to make a large substantial profit, at my expense, as identified by the statement made, that the only way I could get my Bronco back, involved an additional $10,000.00, because the Honda Passport is now a Used Car, and there are things like advertising costs involved. ********************** said it was an Apples for apples deal, and now they are saying Apples for Oranges, and the generous new car no questions asked return guarantee, is apparently not guaranteed at all? It would appear the Sales Staff and I had an understanding regarding a fair agreement, though perhaps intent beyond that, went somewhat off the page. This after asking the simple question, if it was possible to obtain my new 2023 Bronco back, and the dealership apparently had more profitable intentions, and appeared to ignore any sense of responsibility, for a customer in a moment of weakness, because **** Motor Company, or the dealership were failing in providing promised warrantee services and returned parts refunds. Initially I had wanted some reassurance regarding what I believed to be a fair and equal trade, but shocked to discover this may not have been the case, and my Bronco is apparently worth more than acknowledged.
  
  Explain a fair resolution of the complaint.
  Fair straight across the board trade of my new 2023 Bronco for the new 2023 Honda Passport.
  
  I also believe that Middlekauff Honda contention that vehicle values based on a February MSRP is based on an invalid argument, especially when the **** Motor Company MSRP has continuously jumped multiple times since then to the present.
  
  Car values are based on current appraisals, in which case *********** estimated invoice price for the 2022 Honda Passport was $37,073; actual price 36,943.00.
  
  2022 Honda Passport MSRP and Invoice Prices | *******
  
  It also needs to be mentioned that **** at Middlekauff Honda said if i had mentioned my concerns within 3 days, they likely could have done something. The deal occurred on 06/22/2023, and I was in the very next morning expressing and sharing my concerns and reservations. After 06/28/2023, when I was told it was too late, because we were into the 5-6th day, I had additionally been in and expressing my concerns, on 06/26/2023 and finally 06/28/2023, including the fact, that traditional business days would indicate that 2-3 actual working days had passed, well within his specified time frame.
  

  
  

  Business response

  06/30/2023

  *********************** came in today and met with myself and ********************************* he was given back his Bronco. See attached paperwork

  Customer response

  07/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory, in facilitating the return of my new 2023 **** Bronco.
  
  Sincerely,
  
  ***********************

  Customer response

  08/25/2023

  I spent all day and drove to the ************************** Dealership in ******, *****, Telephone # ************, and talked with their manager *************************, and he said they would be happy to do the Dealer Workmanship Issues caused and created by Middlekauff ***** if they can have a written guarantee they will be reimbursed for the work.

   

  I was told they have been down this road before, and even other dealerships making verbal promises, and then refusing to make good on paying them back, and also a number of other customers coming to them for help, because of damages and missing parts from new **** vehicles from Middlekauff, so at least I am not alone in this.

   

  It does absolutely no good for anyone to contact Middlekauff, as evidenced by other **** Customer Service representatives calling them and also being told no, outright refusing to honor Dealer Workmanship Issues, because they apparently know that they can get away with it, and there is no one who can or will make then cover losses.

   

  One thing I do know for sure, is that virtually everyone I have talked to from **** Motor Company, other **** Dealerships, ***** Attorney General Consumer Protection, Better Business Bureau, is they can't do anything, other than refer me to consult an Attorney and file a lawsuit against Middlekauff Automotive Group, for damages they caused, or missing parts removed from my new **** Bronco.

   

  What is wrong with this picture, I bought a new **** Bronco, the dealership caused damages, parts are missing, and I have to pay again to fix and replace everything?

   

  It looks like **** might have a big hole in their Dam, Middlekauff the likely source, washing a number of customers away, and ****'s help is needed plugging the hole!

   

  Can you please try again making some connections, which would allow the ********************* **** Dealership to resolve the Dealer Workmanship Issues, and direct payment concerns to the dealership responsible for causing the damages and losses?

   

  $69.99 ***** 2021-2023 **** Bronco Factory OEM Tool Kit ***Rare Collectable*** (Maybe seller from Twin Falls)

   

  $74.95 ***** **** Bronco 2023 ****************** Hub Cap Set of 4/$12.95 Standard Shipping.

   

  $1,215.86: 2023 **** Bronco Bumper Face Bar Rear (Price includes labor cost to install).

   

  $1,967.76: replace dealer damaged **** Bronco windshield, driver's door, and left cargo windows.

   

  $3,328.56: Actual total repair and replacement cost of damaged and missing **** Bronco items.

   

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

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

  Business response

  10/06/2023

  ******************* has reached out to ******************* **** has reached out to us and they will betaking it from here.

  Business response

  10/13/2023

  ******************** traded in his **** Bronco on a new Honda passport. I had not dealt with ******************** at any time during his ownership cycle of the **** Bronco. I was made aware through our Honda Sales Manager when ******************** was trying to return the Passport because he was afraid the ground clearance would not be sufficient for his hunting trips. ******************** was demanding from my Honda sales manager to give him us bronco back and return the Honda Passport at no cost or charge to him. This is when I got involved. I set up a meeting time with ******************** and our customer service manager. ******* attended the interaction with ******************** and myself. During our lengthy conversation ******************** kept adding on issues he had with his Bronco. I explained to him that he traded the bronco to us and purchased the Passport. When I started to entertain giving ******************** his bronco back to make him happy (We did not need to do anything this was now a preowned vehicle on our lot for sale and he owned a new passport) he continued to add on many different issues he was upset about about the bronco. ******************** indicated the passport was too small for him. According to my sales manager ******************** drove the Passport prior to purchase on two separate occasions to ensure that was the vehicle for him. 
  

  As I discussed the possibility of Middlekauff footing all of the cosUexpenses to unwinding his new Passport deal and handing him the keys back to his bronco the laundry list of items he still didn't like about his Bronco grew by the minute. Seat cover fitment, paint issues, and window etch. That is when I elected to let ******************** out of his Passport deal and back into his Bronco at NO COST to him. I also let ******************** know that this is a good will gesture on our part and that the Bronco would be given back to him as is and he would need to be okay with that. ******* was with us and present the entire time. ******************** wanted me to fix items under warranty and outside of warranty. I told him if he wants his Bronco back, all costs of this to be borne by Middlekauff he would need to understand those are the terms and we will not be performing any warranty work (He can go to any **** store to administer warranty claims) windows, etc. 
  

  He finally signed and took his Bronco. ******************** came back within 30 minute accusing us of removing an engine cover in his Bronco. We walked ******************** to other broncos on our lot and showed him that there never was an engine cover on his Bronco and that they do not come with an engine cover from ****. He reluctantly left and seemed confused. 
  

  For whatever reason ******************** seems to have issue with the **** product, Honda products and Middlekauff. 
  

  We took the high road and gave his Bronco back to him as good will and no cost to him. 
  

  ***************** - General Manager 
  Middlekauff AutoMall 

  Customer response

  10/16/2023

   
  Complaint: 20254297

  I am confused, because on 09/18/2023, when I accepted Owner ***** Middlekauff's personal invitation to reach out and share my questions and concerns, ********************************* wrote back the very next day: ********************************* <************************> Tue 9/19/2023 2:09 PM "I have reached out to the Better Business Bureau and they show this case has been closed. Please discontinue any further communication with us."
  
  I am rejecting this response because: There are still a few unresolved questions that need answered, which would be helpful to resolve the complaint?

  Has **** offered to take care of the $3,671.99 in car damages, and is Middlekauff prepared to cover any remaining balance, if not extended by ****?
  
  I would again like to request a legible copy of the form, Finance Manager *************************** said I was required to sign, when I declined and refused to pay for their window etching services, which ********************************* promised would be sent by mail in July 2023 but were never received?
  
  As a courtesy have attached my 09/07/2023 response, to their 8/29/2023 ***** Attorney General letter, sent to my attention by Middlekauff ****, and received on 10/13/2023.
  
  Sincerely,
  
  ***********************
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between February 2017 to last recorded time March 2022, ************************* has failed to service my 14 **** Focus, both under warranty and recall during time frame and warranty allotted timeframe. Recall/warranty extension 19N08, clutch shudder. Failed to be fixed multiple times brought in for exact same issue. Now are refusing to compensate in any way. Issue to be fixed will cost out of pocket $3,000. Then when confronted for the third time in February 2023. Refused all further service entirely. I've been fighting with them just to even make sure they do any simple maintenance properly since I bought the car in 2015. On top of the fact that they failed to replace a timing belt correctly March 15, 2022 and nearly cost me my entire engine, RPMs spiking to nearly 8 on the gauge, while in park.

  Business response

  03/02/2023

  This customer did purchase her vehicle on January 23, 2015. Since then, we have worked on her vehicle on 10 different occasions.Of those 10 repair orders, only 2 were at her expense. The recall that is being referenced was performed April 14, 2017 and was covered under warranty. This procedure would be covered for 10 years or ******* miles whichever comes first and can be handled at ******** Dealership. When this customer came in to our ****************** approximately one month ago, she demanded that we get her car in immediately and that we give her a loaner vehicle.
  We are currently eight weeks out on scheduling appointments due to the effects of the pandemic and we do not have any loaner vehicles available. When we tried to explain this to her, she immediately became agitated, abusive and using extremely vulgar language in front of employees and other customers.
  Our Service Writer had the Service Manager come and speak to the customer. She was very loud, vulgar and inappropriate. She was asked to leave and told that we would not work on her vehicle.
  She got in her vehicle and started honking the horn and screaming inappropriate comments. We were calling the Police when she left.

  Customer response

  03/02/2023

   
  Complaint: 19520465
  
  I am rejecting this response because: I in no way was vulgar to the employees, nor did I honk my horn. If my car had been "fixed" on the date stated, then why do I still have a clutch shudder? For starters, **** on the day my RPM issue arised, call me an inappropriate name, with witness by my mother who was on the phone with me at the time. Second, when I found out from ***************** that the clutch was still an issue, and came to MiddleKauf, the Lady trying to assist me slapped her hands at me and stated she had only been there six months and that it wasn't"their problem". The service manage, before even allowing me to explain, refused all further service and told me to get out. I at no point raised my voice, nor did i curse directed at any of the employees. The only thing i had demanded was that they FINALLY fix the long standing issue, that day. since it should've been fixed 6 years ago. I would like there to be an investigation into MiddleKauf and their horrendous service. I also refuse to have any further communication with ********** as they are clearly only going to make false accusations about my behavior. If the BBB wishes to contact me further, that's fine. However MiddleKauf is no longer allowed to contact me in anyway. Since they are going to continue to run "scam" indeciencies and refuse to own their hideous mistakes.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We bought our 2022 **** Bronco from Middlekauff back in Aug 2022. Our whole buying experience was unpleasant, and not a good experience. From the start there was no communication at all. I would call and leave messages, and no one would call me back, at one point I showed up in person. They gave us a week to come up with the down payment and everyone I talked to had a different answer. One said I needed a certain amount down, the other said I they could fax the paperwork to the lender, another stated no it had to be mailed. Again, mind you we had a week with the fear of potentially losing our amazing vehicle that we custom made and waited over 2yrs for. The guy that went over our contract told me to sign and someone else can go over it with me, because he couldn't answer my question. It was just little things like this that made this experience crappy. When **** send out the survey, we gave them a bad review because of our experience all around. They offered us $200 in **** Bronco points if we would change our review to 5 stars. We felt like it wasn't right to give them this great 5-star rating to get $200 when we can never get this experience back. Fast forward 6 mo. later we called the service center today 2/10/2023 to get our Bronco serviced and was told that because we left a bad review, they are not able to work on our vehicle and that we need to take it to another ***********. I was speechless when he told me this, all because of a review. How is this allowed and without notice? The closest **** dealership is over an hour away from us.

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife and I bought a used car from them barley over a month ago. Car ran well first, then as the weather warmed up and we used the A/C and the engine started jumping. Called and made an appointment at exactly a month after purchase. At first they wanted to charge us $400 to drain some of the freon. We argued the responsibility of paying that and one of their finance managers told my wife, well you bought a used car what do you expect. their hold music will tell you, middlekauff promise is that if you are unhappy with the vehicle bring it back. Apparently thats not fully truthful. the sales manager **** said they would take care of the A/C drainage for us. We kept stating we wanted a different vehicle. We kept getting pushed off over and over again. Cut to a week later and we take the vehicle in to get fixed. We go to pick it up and she isnt even out of their lot before the engine jumps again. We taked it back in and it takes them the rest of the day to figure it out. The current reasoning is that the car was just made like that. What most would call a known issue or manufacture defect they specify as just the way it works. At this point the sales manager more aggressively pushes us off again. I told him Ive been listening to the middlekauff promise for a week and he said that doesnt count after 40 days. Now I understand that it had been some time but cold weather is not my fault or theirs. Had we had better weather this car would have been back weeks ago. At this point there is nothing they can do for us beside trade it in for $5k less than what we bought it for of course so already upside down and want to raise our monthly payment $300 for a comparable vehicle and require an additional $2200 down with a 10% increase in the interest rate. Now we are seemingly stuck with a car that was already misdiagnosed once and could have a bigger issue but are now just told to deal with it.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 07/2021, I visited this dealership for servicing on my vehicle. I was informed that I needed new brake pads, I agreed and had them serviced. According to my service invoice, genuine Honda parts were used. Come to find out, they used after market parts and did faulty work. I'm currently at another Honda dealership having the job redone and paying for the service again.

  Business response

  02/17/2022

  We have contacted the customer and resolved the issue. The wording on our repair order was very confusing and we are issuing her a refund for the parts

  Customer response

  02/18/2022

   
  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. ****** from Middlekauff Honda contacted me timely and resolved my complaint without hestitation.
  
  Sincerely,
  
  *************************

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