ComplaintsforBrilliance Honda of Crystal Lake

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car September of 2022, and put down a **** down payment it on 2016 ****** Altima with ****** mi on it. And less than a year the car started falling apart on me. The battery needed to be changed. It was in horrible condition, a fuse was blown. And the left mirror didn't work. And now the transmission has gone out. The car does not run properly, I've lost employment because of it. I went to the one who sold me the car and asked for any type of assistance. He denied any responsibility. Refuse to help and said and I quote " I don't care if I sold you a lemon, or not. You bought it as is". I've went to transmission auto repair shops all saying that it will cost over $5,000. And The car was equipped with a CVT transmission which is known in their industry to go out. They called it ****** mi guarantee work.

  

  Business response

  09/09/2023

  Hello, I am sorry to hear about your situation.  I looked up your file we don't have any service history on the ****** Altima since your purchase a year ago and it shows you declined the extended warranty coverage at the time of sale.   After 1 year of ownership and our service department never seeing the vehicle, it is difficult to do help.  I would be happy to work with you on fixing your transmission.  Let's find the most economical way to repair the Altima.  

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

  Brilliance Honda

  Customer response

  09/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Sha-*****************

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As of 2013, I purchased my vehicle (brand new) from Brilliance Honda, I constantly have problems with my car battery GOING COMPLETELY DEAD PREMATURELY WITH NO EXPLANATION! Over the years, I have made numerous attempts to obtain appropriate customer service from this dealership. This problem is documented with the dealership as a "defect" or possible "recall" item for my 2013 Honda CRV - however they will not take any responsibility for my frequent dead battery issues. The night before Thanksgiving Nov 2021, my car was completely DEAD again in my driveway! I had to contact roadside assistance to jump my car because I had an urgent appointment I had to drive to THAT night and no other means of transportation. I was informed by the roadside assistance mechanic that the current battery in my vehicle is dead. Once he jumped my car it will run as long as I do NOT shut it off. He stated that I need to go directly to obtain a new battery that night.The battery in my car was installed by Brilliance service on May 14, 2018-still under warranty however, the dealer was not available this night! The mechanic recommended that I drive directly to Advance Auto Parts in Lake Zurich-they have the proper battery compatible with my vehicle and they can install it as soon as I can drive there. I have receipts for this new battery (cost me $249.39). The next business day, I called Brilliance Honda service and spoke with *** who informed me there was NOTHING I could do as I MUST have the ACTUAL DEAD battery in my possession (that the dealer installed 5/14/2018 with a 100 month warranty) and all of the documentation from the dealership regarding my battery issues going back to November 26, 2013!! I DID HAVE ALL THIS INFO AND FAXED ALL DETAILS TO BRILLIANCE SVC **** MGR ************************* 12/1/2021. I have not received ANY RESPONSE/COMMUNICATION/RESOLUTION FROM BRILLIANCE AFTER ATTEMPTS TO HAVE THIS RESOLVED. They have provided NO ACTIONS regarding this matter.

  

  Business response

  02/04/2022

  Hello!

  My name is ********************* and I am the owner of Brilliance Honda. I researched your complaint with the team and we could not find any correspondence about your battery issue from December 1, 2021.  Maybe the fax was lost or something, but we traditionally don't use a fax machine to communicate.  I am not saying it the faxed didn't take place but we don't have record of it.  We looked back at the history of your battery issue and our repair orders state that because of your extremely low miles, the car sits often.  It is roughly driven about **** miles per year.  Its is wonderful that the vehicle has such low miles and has retained tremendous value, but a battery will struggle to remain healthy if not driven.  Back in 2019, we put a tender on your battery to keep it charged when not driven.  If used, the battery should remain healthy.  Based on the repair orders, that was the explanation of why the battery kept failing.  I am showing the customer received a copy of the repair orders.  I would be happy to help with ************************** battery replacement as a dead battery on Thanksgiving eve is horrible timing.  I would need a copy of the repair from Advance Auto Parts.  Please email me a copy at *******************************************************  Could you please forward the fax number that it came from so i can see where the break down occurred on our end.  The resolution will still be a tender with this new battery.

  Customer response

  02/13/2022

   
  Complaint: 16686447
  
  I am rejecting this response because:

  First, this is the 3rd Honda CRV I have owned (in a row).  My other 2 Honda CRV's (**** and 2012) never had ANY problems with the dead battery issue - no matter how many days they would have been in the garage without driven.

  Second, I understand that ANY vehicle sitting for an extended period of time will most likely have an issue with the battery.  AGAIN, I have owned many other vehicles and have NEVER had this issue so many times with the same vehicle!! 

  Third, YES, I do use the "trickle charge" setup that Brilliance Honda installed - in which I FULLY PAID FOR.  HOWEVER, this occurred in November 2021 while we were still having mild temperatures PLUS it was only the 3rd day my car was NOT driven!!!  

  Just because I happen to have "in general" low mileage on my vehicle, 2021 has been very different and quite eventful for me and my family with various HEALTH related issues...basically NUMEROUS doctor's ***** hospital appointments including downtown *******, that I had to drive my family members to..at ALL times using my 2013 Honda CRV.

  I would like a refund on the last battery I purchased from Brilliance Honda as it was still under warranty when it died on me.  I followed ALL of Brilliance Honda's instructions and submitted ALL of the documentation, RECEIPTS, pictures, etc.  This information was also attached to my original submission to BBB.org.

  I will AGAIN forward ALL of the documentation to ******************************************************** INCLUDING THE *** CONFIRMATION I RECEIVED BACK AS SUCCESSFUL

  .

  
  Sincerely,
  
  ***** On Behalf Of *******************************

  

  Business response

  02/14/2022

  Hello,

  Thank you for sending me the documents.  I will be sending you reimbursement of $249 in the mail.  Expect to see the check in the mail in the next **** days.

  Sincerely

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

  Customer response

  02/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I appreciate the timely response.  It is obvious that I - again - will not have anyone (related to this business) available to further assist me with any future ongoing problems regarding my 2013 Honda CRV issue.  I understand I will be receiving $249.00 from the business as their definition of a resolution - which is just reimbursing me for a replacement battery I already paid for.  I have not received any special customer consideration that would assist or benefit me and my circle of contacts to make a conscious choice to pursue this dealership when any of us are in the market to purchase a new/used vehicle.  Thank you for your time.
   
  Sincerely,
  
  ********************************

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