ComplaintsforHolmes Honda

• Initial Complaint

  11/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On the 11th of 0ctober roughly, I took my car to Holmes Honda because my car was making noise. I had them diagnose it and they said that it was the timing chain. I paid $1600 to get it repaired. It took two weeks to get it back. I got into the car where it was sputtering and acting very strange. It was late so I went home because they had closed. I immediately left a text message with my representative there at the dealership what was going on. The next day they had me bring it in. They had during the further diagnoses they discovered error codes that the 1st and 4th piston were misfiring. They took it apart again and said that the valves needed adjustment. They said that they needed another $400 to repair that. The car was running fine before just the noise and now these new issues appeared after they worked on it. I think they should pay for the cost of repair.

  Business response

  11/22/2023

  After replacing the timing chain on Mr. ******** vehicle, he informed us the vehicle was running rough and misfiring. Our service director contacted Mr. ******* and arranged a tow of the vehicle so we could perform a diagnostic. We discovered that one of the cylinders had no compression. This was most likely caused by the timing chain not being set in proper time. We assumed full responsibility for the problem and replaced the customers engine with one that had 73,000 less miles than the one we removed. The repair is covered by a 12 month 12-thousand-mile warranty. Mr. ******* incurred no cost for the engine replacement.

  Customer response

  11/27/2023

  
  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.
  

  They fixed the problem at no cost.

  
  Sincerely,
  
  *********** *******

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/2623 I went to Holmes Honda and rquested a full inspection of my 2001 Honda Civic. The charged was a total of 523.44 for what was supposed to be a total inspection of the vehicle. As I was leaving the facility in the parking lot I noticed a noise as I made turns a noise that was not there I went back in an told them. Some man told me that if I wanted the car looked again that he would have to write another ticket and charge me again But, I said you just did a full inspection he said mayble it was the struts and I said I have not taken the car out of the lot and it wasn't making any noise when I first brough it. He said I would have to pay again if I wanted the my car looked at again. I see this as double billing failure to review work and complaint they had just done, I went back in and less than 5 minutes and they wanted to charge me again. I had just paid over 500 dollars to have my car inspected. At this time I will now have to see what damage they may have causedt and should be totally reimursed since obviously they failed to diagnose what may have been wrong or just caused damage. No where in the inspection was there any mention of struts or any other defects that would have caused the car to make any noises when turns are made and the car was not brought in making any noise when the steering wheel turns.

  Business response

  07/27/2023

   

  The customer arrived at 10:30 a.m. with the below vehicle complaints. The service advisor explained the diagnostic process and what the charge would be for all three concerns. The customer agreed to perform the diagnostics and agreed to the charge. The advisor explained it would be a lengthy process, possibly taking the majority of the day. After two hours of waiting, she rudely approached the service advisor asking why other people were leaving and she was still here. The advisor explained that the people leaving were here for oil changes not diagnostic work. The advisor reminded her that she was told it would be a long wait when the order was written up. This scenario repeated a few times. Once the Technician finished the diagnostic the service advisor reviewed the repair suggestions to correct the customers 3 vehicle complaints. The service advisor reviewed the findings and was rudely interrupted by a person that was with the customer. This person told the advisor to not look at her when she was talking. Again, very rude and disrespectful to the advisor. The advisor completed the recommendations to repair the customers concerns and all were denied. We returned her car and as she was leaving, she accused us of removing a so-called panel below the steering column. The technician came up to look at it and discovered everything was normal. No panel was missing. A while later the customer returned stating that she was hearing a noise when she turned the vehicle and that our inspections created the noise. I might add that the car is 22 years old, and the entire car makes noises. We explained to her that we only diagnosed the problems she complained about and didn't perform any repairs to her vehicle. She was told that if she wanted us to put the car back with a technician to address this new concern, she would need to agree to a drivability diag fee. She refused and left. 

  We performed the diagnostics she requested at the agreed upon charge for these services, and she signed for them. She is accusing us of creating a new problem when we did not perform any repairs to her vehicle, or even approach the area of the car she states she has a noise in. 

  We will not be refunding the diagnostic fees she agreed to, and we will decline performing any future work on her cars. 

  Attached is the repair order detailing the repairs recommended that were declined. 

  1. Customer states the vehicle has to be jumped off.

  2. Customer states the hood does not shut all the way.

  3. Customer states A/C blows hot.

   

  Business response

  08/02/2023

  The advertised complimentary inspection she mentions is a 27-point visual inspection we perform during oil and filter changes and other minor maintenance jobs we perform. This is simply visual inspection to check fluids, brake pad wear, and look for any obvious leaks. The customer requested a diagnostic be performed to determine her air conditioner problem, hood not latching problem, and a charging system problem. Each carry a diagnostic fee to cover the technician time. The diagnostic fee was communicated to the customer, and she agreed to the fee and signed for the fee. The technician completed the diagnostic process and the required repairs and prices associated with the repairs were communicated to the customer. The customer declined all recommended repairs. She was given a receipt that documents everything (attached). Her vehicle was returned, and she left. 

  Customer response

  08/04/2023

  The company does not deny that a request for the special for the oil change and complimentary Multi-point inspection was made and denied by the agent at the company, which I was denied. The company deliberately lied and went out of their way to 

  The information gained from the multi-point inspection was the same information used to diagnosed the car. This is Duplication of services as noted in my invoice (SEE ATTACHED) and billing twice for one service. The only service performed and documented is the Multi-point inspection. A multi-point inspection covered the "HVAC Tune-Up & Battery Condition". The Multi-point inspection checks  the battery for its performance. Every concern pointed out by the customer was covered and diagnosed by the one service: The Multi-point inspection - which is free with the promotion denied by the Holmes Honda, in order to scam a customer and double bill for duplicate services. As noted on the invoice (SEE ATTACHED) and the promotion of the oil change, the labor & time for the The Multi-point inspection is free. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I PURCHASED A VEHICHLE FROM HERE, I INSTANTLY COULD TELL THINGS WERE WRONG WITH THE VEHICLE AND TOOK IT BACK IN FOR SERVICE, IT HAS A SMALL AMOUNT OF WARRANTY AND I STILL OWE 24K ON A VEHICLE THAT STAYS IN SERVICE DEPARTMENT MORE THAN I HAVE IT! I HAVE BEEN IN LENDER VEHICHLES MORE THAN MY OWN CAR- THEY REFUSE TO LET ME DO AN EVEN TRADE- OR APPLY THE 5000 I PUT DOWN ON THIS VEHICLE ONTO ANOTHER CAR. THEY SAY THE BANK WILL NOT ALLOW IT. I PAID THAT AMOUNT DOWN AND HAVE BEEN LEFT IN PURE MISERY WITH THE VEHICLE I PAY 500 A MONTH FOR THAT HAS APARENT BIGGER ISSUES THAN THEY ARE WILLING TO FIX.

  Business response

  09/14/2022

  Business Response /* (1000, 11, 2022/08/26) */ We have gone above and beyond to address **** ****** concerns, including providing her with complimentary transportation when we've put the vehicle in the shop for repairs. The 2014 Buick Enclave with 105,000 miles is safe and in good operating condition. We did provide her options at her request trading in on other vehicles, but they were more expensive vehicles and will require more money down to keep the payments in line with what she has. We are more than happy to work with her on a trade, but vehicle selection will determine affordability. Consumer Response /* (3000, 13, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was only given an option to trade in- if I could put ANOTHER lump some down on a more expensive vehicle because that is all that is left on the lot. If I just gave $5000.00 down on this car, I've been asking for a refund since 4 days into the purchase! And how dare someone say this car is safe when they are all well aware of when this car stalled on me and my children almost being hit!!!! because they keep sending me away saying nothing is wrong- my entire fuel pump went out, they fixed it but yet it is doing the exact same thing now!!!! and no one will even return my call! I have proof I have been texting trying to reach salesman since Sunday Aug 7, when the car is not wanting to shift from stop and go- same way it did when fuel pump was out the last time- the front end knocking, I have had to basically learn to ignore and deal with because it's hard enough getting in touch. I want a refund , and was told The bank will not do that- the bank has told me that is not their decision its the car lots. Business Response /* (4000, 15, 2022/09/07) */ To our knowledge the vehicle was operating correctly after the last repair. If there is something else going on with the vehicle we are happy to perform a diagnostic to determine the cause and see if it's a covered item under her warranty. Consumer Response /* (4200, 17, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is pointless, I'm not sure who is operating these responses but I have proof on my phone where I have called and left numerous messages for management there, Mr.Glassey, along with my salesman ****, I have not even had a call back. I cannot just come drop my vehicle off without transportation to work, ALSO MY SALESMAN JUST TEXTED ME BACK STATING SINCE I REPORTED HONDA TO BBB, YOU GUYS ARE NOW OUT OF THE EQUATION AND I NOW HAVE TO TAKE MY CAR TO BUICK DEALERSHIP TO HAVE MY WARRANTY HONORED! THIS IS UNACCEPTABLE! I GAVE YOU GUYS $5000 DOWN FOR THIS VEHICLE AND HAVE BEEN GETTING THE RUN AROUND- SOMETHING IS WRONG WITH THIS CAR- MY FUEL PUMP IS GOING OUT AGAIN! 2ND TIME NOW! Business Response /* (4000, 19, 2022/09/09) */ We are more than happy to have the vehicle looked at. You simply need to bring the car to us. We will gladly get it diagnosed to determine the issue and provide an estimate. Consumer Response /* (4200, 21, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) You are telling me on here to bring it in and you will give me an estimate, my car should be under warranty for these issues! And my salesman texted me on Friday, I was told yall are now out of the loop since I reported you guys, and now I have to take my car not there, but to BUICK and handle anything further. Buick is not who I purchased my car from! This is all insane and I will personally never recommend anyone buying a car from here. I was basically robbed of $5000 and I am a single mother with a car that is not going to be reliable when this fuel pump goes out a second time- how many times are yall going to fix it- before my warranty runs out an it then will be on me- its wrong! the whole deal is very bad business! I need to know what to do about this. You say bring it, he says I cannot- what kind of business this!

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my first car ,a 2015 Dodge Charger, for 15,000. From a dealer named ****** ******** ware. On May 31. Only 10 days after driving off the lot my engine was making a loud ticking noice. I brought back to the dealership and ask for maintenance and/or compensation for the $5,000 for the have the car fixed else where. I was denied all help and services. Was told the leave. Was also told by my dealer after request that he informed me of the car's issues & said I Told the car about broke and not to buy it from the dealer. Which is obviously very false. I was told the car was perfectly fine. The dealer told me he sold it to me "as is" (no warranty" and there is nothing he or the dealership will do. I know now after several inspection. My car has a ticking cam shaft and a leaking oil cooling/filter housing. I just was my car fix and not to pay extra 5,000 On top of the car. I don't want anyone fired or in trouble. Just help so I can have a safe reliable vehicle

  Business response

  08/18/2022

  Business Response /* (1000, 8, 2022/07/28) */ The vehicle was sold As Is with no warranty. It was fully disclosed to the customer prior to sale that this was a condition of the sale. The customer agreed to the terms and signed the As Is disclosure statement. The signed disclosure document is available upon request.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter brought my car in for service. I had oil change and tire rotation and to see about replacing my rims on my 2019 Honda Civic that was damaged. They put the wrong color rims on my car. I was told that my daughter said it was okay but she is not 18 . I asked them to fix it and I was told that they will paint them. I dropped off my car . And wrote on the envelope to put my old rims back on my car. But when I came to pick up my car the rims was painted and the side of my car was damaged. It look like someone sanded my bumper on my . Chase said he was driving it and he didn't hit anything and it was like that Saturday but I know better I drove my car Saturday. He said he was the one who painted my rims. And the paint job doesn't look professional at all. Im very unhappy about my service and my car.

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/06/08) */ Contact Name and Title: **** ******* Contact Phone: XXXXXXXXXX Contact Email: ****@holmescars.com ****** *******'s daughter brought vehicle in for maintenance, and all four wheels repaired. Customer has safeguard wheel protection package which covers curb rash rim repairs, not replacement. Service advisor processed the wheel repair claim through safeguard for approval. After approval was accepted service advisor gave customer two options on the wheel repair. (Option 1) Black inserts with silver spokes. (Option 2) Black inserts with tinted clear coat spokes. The original color of the wheels is option 2. We showed customer a picture of option 1 and she liked it better. So customer chose option 1. Customer was happy with the results and left. Later that day ****** ******* called really upset claiming that we put the wrong wheels back on her vehicle and scratched her front bumper on the right side. Service director Chase ******* explained to ****** what took place when her daughter brought the vehicle in. We wanted to make ****** happy and told her if she is not happy with option 1 then we would be happy to change it back to option 2. Performed option 2 and customer was still unhappy. Customer didn't like that the tinted color was not 100% perfect and demanded 4 new wheels to be put on her vehicle. Chase explained to ****** that this is a wheel repair, not replacement. Its very tough to make a wheel repair look like a brand new wheel. Since customer was still unhappy after the second time Chase offered to try again to satisfy customer. Customer refused by ignoring Chase's text messages the day she was suppose to return. There is no evidence of service department scratching customers front bumper on right side. The scratch on bumper was there when we pulled vehicle in the shop to perform the wheel repairs. Consumer Response /* (3000, 7, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because a claim was made on my tire insurance with Safe-Guard.And Homles Honda was paid for a new set of rims per Safe-Guard claim#XXXXXXX.And I have not received video footage of there parking lot Business Response /* (4000, 10, 2022/06/22) */ A claim was made to Safe-Guard for repairs, not replace. The policy will only cover replace if the wheel is unrepairable, and that was not the case in this situation. We performed the work that Safe Guard authorized and the customer approved. The customer is free to contact Safe Guard to verify what they authorized and what they paid for the services rendered.

*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. ↩