ComplaintsforRt. 128 Honda

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a car shipped to Route 128 Honda to purchase. Upon test driving it was clear the car was in disrepair. Route 128 Honda said they would fix the problem. I never heard from them again but they kept the money and refused to return messages..

  

  Business response

  10/22/2024

  We had a car shipped to ********** to ******* Mass approx 200 miles which we explained to the customer that $500 was to ship the car and purchase it for him along with shipping cost of $685 which we paid which was not refundable which he agreed to do. The car had been shipped to us from another dealership we purchased from for him, and it needed struts. We then fixed the struts to make the vehicle right and we had been told from the customer at that time he didn't want the vehicle. So not only have invested thousands of dollars to assist our customer we still couldn't seem to satisfy. Therefore, we did agree to allow him to dispute the credit card charge so he would get his money back. We did everything possible to make our customers happy at all times. I know have a car that I don't need but I will do my best to find someone else to purchase I am a small local business owner who only helps people. Hopefully this explains it. I am truly sorry for ******* experience and in the future if I can assist in any way I will. Thanks 

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They lost my car registration on a test drive to appraise value of my trade, and then denied it and told me im a liar

  

  Business response

  06/19/2024

  ********************* our General Sales Manager contacted the customer and worked out compensation for the lost title.All parties are satisfied.
  *********************

  Customer response

  06/20/2024

  ****, the dealership GSM was great and understanding about listening to the situation. They made things right and provided restitution for the lost document. Route 128 Honda did as much as could be put in thier power to smooth things over on this situation. The situation is fully resolved as far as both parties are concerned I do believe.

  Thank you to the BBB & Rt 128 Honda,
  
  *******************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Route 128 Honda regarding misleading advertising and unfair business practices. On May 18, I discovered a 2022 ******* Kona SEL CVT advertised on the dealership's website for $******. Following my inquiry about the car on May 19th, I received an email on May 20 stating the car's actual price was $19,995 due to an alleged website error. However, the website continued to advertise the car at $****** for four days (May *****), leading to confusion and potential violation of consumer protection laws.As a ************* resident, I am protected by stringent consumer protection regulations that prohibit deceptive advertising and unfair business practices. Despite the physical location of the car in **********, I am entitled to protection under Massachusetts consumer protection laws.Additionally, if the dealership claims to have corrected the price on the website due to a technical issue, I would like to emphasize that the $ ****** price remained visible for four days following their notification of the alleged error. This extended period of misleading advertising indicates a systematic failure to uphold fair business practices, regardless of the reason provided for the discrepancy.During my visit to the dealership on May 22, the manager, ****, reluctantly agreed to honor the advertised price of $****** but failed to follow up as promised on May 23. This demonstrates a disregard for consumer rights and a lack of commitment to fair business practices.I am submitting this complaint to the Better Business Bureau to seek resolution and hold the dealership accountable for their misleading conduct. I urge the BBB to investigate this matter thoroughly and take appropriate action to ensure the dealership complies with consumer protection laws and honors the advertised price as displayed on their website.Thank you for your attention to this matter. I look forward to a prompt resolution

  

  Business response

  05/28/2024

  My name is ********************* General Manager and Owner. I spoke to the customer in regard to this vehicle not even at my store or in my inventory. It is at Route 1 ******* in **********. I explained that 3rd parties are used for pricing and sometimes when cars come in they need to be priced. This customer seen this vehicle day 1 online at the price of $17,669 and some change immediately this price was changed due to it has not gone through the shop. The customer seen the price change a day to two days later and wanted us to under the price from two days prior. If the customer would have come into the dealership the day it came in on trade and was advertised at that price, I would have discussed service options that needed to be done. After all was said and done, I offered an exclusive price to the customer under the internet price, and he refused. I always try and help the consumer the best we can I also was giving the customer a lifetime warranty. thank you  

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Honda Accord used with approximately **** miles on it on 01/21/2024. It was delivered to me on 01/23/2024. After driving the car for more than an hour I noticed that the driver's side seat had some issues. Actually felt like a metal lump was coming up through the seat. I returned to the dealer in less than 24 hours to voice my concern. A sales manager came out and sat in the seat and said its fine without having it inspected. They said that they would have to upgrade to a more padded leather seat to help cushion this. However this would be at my expense. I asked if I could return the vehicle and they said no. They said that I could trade the vehicle in but would only give me $21000. That is $5500 less than I bought it in less than a day. I understand that ************* auto dealers are protected from having to take returns but this was totally unfair.

  

  Business response

  01/29/2024

   

  The dealership reached out to **********************; the nature of the communication was to schedule an appointment to have his seat looked at by a master technician. In the event there is a factory defect we would make the appropriate repairs to ************************ seat.  If we were unable to find any factory defeats, then we will explore aftermarket options to modify seat foam. 

  ********************** advised us that he did not want to talk with us (Rt. 128 Honda), and he was in contact with the Attorney General's Office. 

  If we are unable to look at the vehicle in our service department, we will not be able to help ********************* 

   

  Thanks,

   

  James 

  Customer response

  01/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started a lease on a brand new **** Honda CRV hybrid. Within three days of me having the vehicle it had to be towed back to the dealership with every warning light on. After route 128 Honda having the vehicle for 10 days they informed me of it needing a new Engine with no set date on when it can arrive. I had an initial down payment and first payments totaling of $2958. I am due for a second lease payment of $740 January 30, ****. After 17 days of the vehicle being worked on, they cannot get it on the road for me, will not give me a new vehicle of the same value, and will not cancel my lease at my request.

  

  Business response

  01/28/2024

  Honda Motor America has expedited an engine for the customers vehicle, concurrently Honda is working on purchasing the vehicle back through MA Lemon Law guidelines. The customer has been offered alternate transportion during the process. 

  Route 128 Honda filed paperwork to cancel the customers UTP package,  purchased in finance. Cancellation will be sent to TWS (Company issuing policy) on 01/29/2024

  The Lemon Law process will take into account the customers down payment and any payments made since the inception of the lease. No refund other than UTP will be issued until the processs is complete and all parties have been notified by American Honda.

   

  Thank You,

   

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

  Operations Director

   

   

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my Honda CRV to check the air bag lights. Dealership had to order a part and charged $254.09 for a part and labor. Meanwhile, I sold my car and called them to refund for the part as it was never installed. They had to order the part and it never came on time. This was done on 11/6/23 and ever since I have been in contact with Service Advisor, *************************** to issue a refund. The standard reply every time is that check will be in mail and I will receive it in 2 weeks. I have made multiple attempts and had no success. Please look into my complaint and I would appreciate if you could help me resolve it. I have copies of invoice and receipts. Please let me know if you need more information. Thanks

  

  Business response

  01/18/2024

  Route 128 Honda issued a check in the amount of $116.35 for cost of the part that Mrs. ****** was charged on her invoice. The refund should be delivered to our customer no later than Monday 01/22/2024.

  If you have any further questions, please call me on my cell

   

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

  ***********

   

   

• Initial Complaint

  07/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 19th, we had significant repair work performed by Honda. On July 20th, the check battery light came on less. The light later turned off, On July 22, the check engine light turned on. On July 23rd, the vehicle would not start and had to be towed back to Honda. The AAA technician who came out to service the vehicle and try to get it start before having it towed indicated a wiring issue caused by poor workmanship had killed the alternator. Honda took responsibility for the issue and indicated it was a total coincidence that the problems started occurring within 24 hours of major work having been done. If we wanted a functioning vehicle back, we had no choice but to pay the invoice. I would like Honda to accept responsibility and reimburse us for the additional repair bill to replace the alternator. I am attaching copies of both the repair work done on July 19th as well as repair work to replace the alternator a few days later.

  

  Business response

  08/02/2023

   

  Our service manager ***************************** contacted our mutual customer and offered ****************** to pay the labor cost and ****************** will pay for the parts required on his vehicle repair. ****************** accepted his offer. Both Parties are satisfied with the outcome

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

  Director of Operations

  RT 128 Honda

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

   

  Customer response

  08/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wrote a check out to purchase a truck bed cover. I was later notified by my bank ********* the entire check image was available online. The check contained my name, address, signature, full bank account info, and license number. My account was eventually frozen due to fraud. How do you not have any security measures in place when handling peoples checks. How does this even happen?!!I called corporate honda and route 128 honda to report this issue. Neither called me back. This is completely unacceptable.

  

  Business response

  05/30/2023

  I  truly sorry to hear about this. My name is ********************* and I am the owner of Route 128 honda and this is the first I have heard of this. You can call me on my cell at ************ or stop in and see me at the store tomorrow 5-31-2023 so we can resolve this for you. I want you to be happy with our services 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a car from Route 128 Honda on April 28, 2023 after putting down a $2000 deposit. After purchasing the car, **** of the finance department told me that they would refund my credit card for my overpayment of $1305. As of 5/30 there has been no refund posted to my card and the dealership won't respond to emails or phone calls despite having reached out to the sales staff, finance department and the owner of the dealership.

  

  Business response

  05/30/2023

  I attached a copy of the reimbursement check that was mailed out to him after everything was cleared. Customer initially left ** a $2,000 deposit that can be seen on the P&S, and paid the remaining balance with a bank check for $32,000 which leaves the reimbursement at $805. Customer was told it would be mailed to him and I just left a voice mail to confirm receipt or if a new check needs to be sent out. 

  Customer response

  05/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  05/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They pullout my credit without my consent.

  

  Business response

  05/30/2023

  I am writing in reference to complaint #******** filed by ***********************. Our company,Route 128 Honda, was mentioned in the complaint and we would like to provide some information to help resolve the issue.
  
  Firstly,we would like to clarify that we purchased the business from Group 1 Automotive DBA IRA **************** 128 in September of 2022, and the last time the Khatri's did business with this location was in September of 2021. Therefore, any issues related to pulling their credit should be directed to Group 1 Automotive DBA IRA **************** 128.
  
  Additionally,we want to address the mention of credit pulling in the complaint. We have no records of Route 128 Honda pulling credit since our business inception. We take customer privacy very seriously and understand the sensitivity of personal information, including credit history. It is our policy to only access credit information with the customer's explicit consent and for the purpose of financing a vehicle purchase.
  
  We hope this information is helpful in addressing the concerns raised in the complaint. If there is anything else we can provide to assist in resolving this matter, please do not hesitate to contact me.
  
  Sincerely,
  
  *********************
  Route 128 Honda
  *************
  *****************************

*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. ↩