ComplaintsforGermain Honda of Naples

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/8/2024, I tried to call Germain Honda in regards to paint chipping on the roof of my car. My car is a 2018 Honda Hrv. Per Honda, on the internet their is a recall on white HRV made between 2016 thru 2018. Germain does not want to hear me after a few calls. They told me that there were no recalls until I said something about a recall. I even tried to call Manager of property and I guess I will wait until I'm 6 ft under. Very poor way of customer service. All I want is for someone to look at it but again no call back. They treat a customer like s***

  Business response

  08/13/2024

  Good morning,

  It appears the same guest has filled 2 complaints relating to the same issue.  I see the notes from the bureau for *************************** and different from those found from *************************.  Our history still shows no records of the guest being in our facility.  We do have an employee by the name of **** and her job is to set appointments.  I will do some research to learn what recall are open on the *** we have.  However it is important to note that the vehicle we have on record is a 2018 with ******* miles on it.  Please inform are look into their concern and will update the bureau of our findings.

  *********************
  General Manager
  Germain Honda of Naples
  Naples, FL 34109
  ************ direct
  ************ cell

  Customer response

  08/14/2024

   
  Complaint: 22120417
  
  I am rejecting this response because: I was there on Monday August 12th at 10:30am with my wife ***** not *****. **** called me that morning and ask me to come to the dealership. Again the Service Representative told me I had ro call Honda and take care of it myself. I also received a call from ******* the his employee made a mistake. At *******'s request I called him but he was with a guest I was told. Some guy called me this afternoon and told me they are waiting for an answer from Honda. Very poor customer service. Not satisfied. 

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

  Business response

  08/15/2024

  We are working on the resolution.  The guest should not have been asked to contact Honda nor should they have been turned away.  Once approved we will make arrangements to schedule the repairs.  No reason this should be happening, we take responsibility for this and will remain diligent with a resolution.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a vehicle 3/20 & opted for the ****************** protection (learned later maintenance was complimentary but charged anyway). A week later on 3/25 I request it be canceled via multiple emails & a message to the finance manager. On 4/16 I followed up on status, no response. On 4/23 followed up again & was told it was just processed and takes ten days. On May 7th, I followed up again & was told the checks were mailed to me at an address I specifically told them I do not get mail to. Finance manager then stated she contacted the warranty company to have them stop payment on those checks & send new ones to Honda Financial. I requested the checks be sent to *************************** ACH the $1200 to Honda Financial to expedite as I am awaiting to pay this off. She said it could not be done. I asked for a tracking number of the checks, she could not provide one as it goes out regular mail. (At a minimum, due to the ********************* I would have thought next day mail would be sprung for but no). Only the checks are going out next week. Next week came & went and still no refund. Emailed & left a message on 5/16 voicing the my displeasure & poor experience, no response. I CCd the ** on all communications & have not heard from him either. Emailed him directly on 5/17 for resolve. Two months &multiple communications for a simple request is not good business. Very unfortunate that it has come to this when it could & should have been resolved two months ago. I will not even get into the vehicle just came in when I bought it and was delivered with 2 miles on it Had to fill it with **************** washer. Seems the pre check step was missed, but again, I really did not want to share my poor experience without giving them a chance to make it right. ************* called to own the experience & will call me once he finds out where the refunds are currently. Not doing anything to expedite & did not seem ****** concerned in rectifying this in any way.

  Business response

  05/28/2024

  This refund request was processed by the dealership on behalf of the customer with the insurance carrier Fidelity.  Our business manager requested the check to be sent to the customers physical address in error.  The customer uses a PO box as the physical address has no mail box.  This required us to request a stop payment and a subsequent request to reissue the refund request.  The new refund request has the checks being made out to the lender.  Normal cancellation requests take ***** days for completion.  This process has taken double the time as a result of the initial mistake.  Our dealership has been in daily communication with the lender, and the insurance carrier.  We failed to keep the customer sufficiently informed at first.  As of last week we have been providing daily updates to the customer as well.  this process will continue until the refund is posted to the customers account.

  Customer response

  05/30/2024

   
  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.  ************* went above and beyond to make an unfortunate situation, right 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the Honda dealer (Germaine) and made an appointment to look at and sell my partners (***********************) car. They offered the best price and we turned in the car. They said they requesting the title and then we would get paid. I called today (9 Jan 24) and they said the title still hasnt arrived. How come we cant get our money, but the car is on the lot. Being sold without a title??

  Business response

  01/12/2024

  Good afternoon.  We have been made aware of an issue where our guest was not satisfied with time frame of which it took for them to receive the funds for a vehicle that was sold to us.  Upon learning about the concern our General Sales Manager *************************** quickly stepped up and issued the payment.  The guest was grateful for the resolution and the service provided by *************  As our General Manager I followed up with the guest today to confirm the are completely satisfied.  The guest took some time to describe the interaction with our staff and assured me of their satisfaction.  I believe this entire process has worked perfectly as designed.  My name is **********************  I am the General Manager of Germain Honda of Naples and I am always available to to our guest.  I may be reached by email at ************************************* or by phone at ************.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an HR-V through dealership. When buying SUV, I was not allowed to opt-out of the extended warranty and gap insurance. I let the gentleman know I absolutely did not want either and he refused to remove them from the deal. He said I will receive a full refund if I did not use either service. I tried going in 4 different times to the dealership within the first 30 days to get rid of those 2 options and had absolutely no help. Fast forward to a few weeks ago, I traded SUV in for another one at different dealership. I spoke to Honda over the phone and they said I will be receiving $2500.31 back for not using either the warranty or gap insurance. I went to the dealership and they informed me that it would be $400. The woman also let me know that the vehicle was a loss from the start and not a good deal. Its frustrating to see that my attempts to remove those 2 options were ignored and now for them to say $400 when I paid so much for something I didnt even want from the start. I was pressured and forced into something that wasnt what I wanted.

  Business response

  05/09/2023

  Good evening **************** I attempted to reach out to you in regards to the complaint filed on this platform. I called four times and sent a text and your daughter replied as I expected you did not write this review he was written by your daughter, who was at our store today trying to do the cancellation I would love the opportunity to talk to you and hear your side of your experience. Also would love for you to reach out to Hondas again so they can give you accurate information. This transaction took place in December 2019. The details of the experience are not synonymous with how we do business then, nor now the pricing of the vehicle was very competitive as you purchased a vehicle almost $1000 under invoice which for 2019 at a Honda dealership is an amazing price and all warranties are cancelable and are not forced upon any of our guest. That is not how we do business that goes against our core values I would again love to speak to you directly, as it relates to any concerns or questions, you may still have you can reach me directly on my cell phone number that I spoke to your daughter on your phone that I called that was on file with **. Im available any time to answer any questions you may have.

  Customer response

  05/10/2023

   
  Complaint: 20038362
  
  I am rejecting this response because:
  
  Thank you for your response, but sadly it is the same one you did provide my daughter yesterday over the phone. The obvious discriminatory undertones in your message were the same ones mentioned to her yesterday. As expected you did not write this review I absolutely did because it was MY experience that I stand by. You assuming that Im unable to articulate my frustrations in writing is abhorrent. When my daughter spoke to you and said she thinks I was taken advantage of at your dealership you immediately responded with we have so many Hispanics working here as well as we also have women here when what she was referring to was the fact that I am not used to purchasing vehicles alone. You seemingly jumped to those 2 conclusions on your own which is how youve just responded to my complaint. How unprofessional. I wouldve had no issues speaking with you over the phone but seeing as though nothing was resolved in your conversation yesterday and your message now I dont see any resolution with you. I was pressured into having the extended warranty as well as gap insurance that I did not want. This is the experience Ive had and it has been incredibly disappointing, to say the least. 

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

  Business response

  05/10/2023

  Once again, we dont discriminate against anyone on any basis. Only reason I said your daughter wrote it was because your daughter was the one who came in by herself to cancel it because when I called the phone number it was your daughter so sorry for the assumption that she was the one that wrote it nevertheless, I reject every thing you said, as far as pricing and treatment, and I dont believe we will see eye to eye. 

*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. ↩