ComplaintsforHugh White Honda - Columbus

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am having a hard time finding people that claim they know how to do something then clearly do not. Here are two different shops saying two totally different things and I’m ****d of the run around time effort and money and still I’m at square one. **** the service advisor don’t sound too confident saying to me after I asked him if they had a seasoned person to do the alignment that he couldn’t promise me anything. I want my money back to try to find a reputable place not a dealership and I won’t be returning to a dealership again either . The car is pulling left upon getting my car back and the steering wheel is vibrating . One paper from Hugh White Honda the other from ******** ****.

  Business response

  07/31/2024

  Good morning, 

  ******** I am sorry you are having this issue still with your vehicle. I did talk to the service advisor regarding your visit. Upon your arrival **** did ask you a few questions, which is common, on wat the issue was and why you were requesting just an alignment. The reason for this was to gain more information on why the car may be pulling to the left. **** said he did explain that it may be more than an alignment issue on why the vehicle is pulling and it may not be the fix. In the conversation you did indicate you had taken the vehicle to other service spots with the same complaint. So, **** just wanted to set the expectation that an alignment may or may not be the fix since it seemed you were frustrated already with another service facilities failure at fixing the issue. We will refund you the money by cutting and sending you a check for $96.69. We strive for great customer satisfaction but we do understand we may fall short in a few instances. I hope you are able to find a fix for this issue so you don't have to be frustrated anymore. Please be on the lookout next week for a check from us.

  Thank you,

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

  General Manager

  Hugh White Honda

  Customer response

  08/01/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ******** *******

  Customer response

  08/12/2024

  Complaint Type:	Repair Issues select
  Problem:	I made a complaint against Hugh white Honda and i accepted the businesses response to cut me a check and days later I still have not heard nothing. I was wonderful of you could follow up And see when that check was cut and when they sent it.

  
  

  Business response

  08/12/2024

  I received an email communication from ******************* saying she got the refund check see below.

  ***************************;*************************>
  
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  To:
  ******************************
  
  Sat 8/10/2024 2:09 PM
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  I got it thank you !
  Sent from my iPhone
  
  On Aug 9, 2024, at 9:02?AM, ****************************** <**************************************> wrote:

  Customer response

  08/19/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

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

  ********************************* 22053686

  Hugh White Honda - Columbus

  Aug 19, 2024 12:12 PM

  
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Mazda Mx5 in November of 2023. I put 16,000 down and financed the rest. I agreed to purchase and finance a extended Powertrain Warranty while talking to the Finance person and at that time it all went smoothly. On 05/20/24 I contacted their service department through the online chat person/bot. I have a transcript of the conversation. I am having an overheating issue. I provided my contact information and was informed I would be called back by a member of the team. I also the same day used the form on the Serice area of the website to request a call also. I informed them I am having an overheating issue with my car and wanted to know what coverage my power train warranty gave me. I got no call or email back by May 22nd. I then filled out another request for a call via their website and was called with in 5 mins from 614-403-5464 the same number I spoke to my sales person on when I bought the car. I was told by this person that they would get the information on what my warranty provided and call me back and would have service call me back. I have gotten no call/email or anything from this person or the service department to inform me of what I am covered for or to even scedule an appointment. At this point I feel this contact I purchased is unusable as I cant get infomation from the dealer as to how to use it for a repair or to find it I have covereage for it. I am going to another dealer for the repair and cant even find out if this contact will cover a repair not at the dealer. I am requesting a refund for the price of the service contract. I have no faith in this dealer at this point if I cant even get a contact back. I am asking for the cost of the service contact back that was roughly $1500 of the $26500 that was paid/financed.

  Business response

  05/24/2024

  First, I apologize about the lack of follow up on the website system for our service department. Our used sales manager **** ******** is following up with Mr. ****** to resolve this situation on the coverage of the vehicle and see how we may assist in diagnosing the issue with this vehicle and if the issue is covered. Mr. ******** left Mr. ****** a voice amil and is awaiting a phone call from Mr. ****** regarding this matter.

   

  Thank you,

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

  General Manager

  Customer response

  05/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21752354
  
  I am rejecting this response because:     There is the excuse of it being the system for the service department.    I put in 2 request for service and also requested call through their website.   I gave the reason why.   I then get a call back by someone that STILL didnt have the information and said he would call me back with the service contact information.    I never got his call back.  He said he contacted service and also NEVER got a call from service.  This goes beyond some automated system and is a failure on many levels.     I cant trust that this will be handled.   I cant trust the car will get done in a timly fasion as I cant even seem to get an answer when I finally do talk to someone.      I have already had this issue addressed at another repair show and will not be going to this dealership.  New or used for any reason.    IF they want to mail me my contract information that I can take to another repair facility or a refund of that cost I would consider this case resolved.  Other wise I do NOT accept their response.  
  
  Regards,
  
  ****** ******

  Business response

  05/31/2024

  Mr. ****** we will be happy to send you the copy of the service contract so you can take it to another repair facility. We did call you and left 2 voice mails at the number provided in our records ************. We will be sending you and email at proaudio150@hotmail.com to verify the address to mail it you. If you could please provide us with the address or call in to the sales manager **** ******** that is emailing you to follow up.

  Thank you,

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

  General Manager

   

• Initial Complaint

  02/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I came into Hugh White Honda (2/13/24) to purchase a vehicle. The whole process was smooth and I had an amazing salesperson. I traded in my 2016 Nissan Sentra for a 2021 Mazda cx5. As I said, the whole process was smooth from my salesperson but overall management was terrible. I believe the guys name is ****? The Mazda had a cracked windshield that was reported by my salesman (**) but barely any action was taken to get it fixed. Before I purchased the vehicle I got it in writing that they will call someone to replace the windshield for me. That has happened after I had to ask multiple times for this (it is now scheduled for a fix which is fine, no problem. Something told me to look online in their inventory for my old car, I saw it posted 2/14/24 which of course that’s fine but I took a closer look at one of the photos and I saw my current license plate number in one of the photos (salesman took the plate from the Sentra and put it on my Mazda). I called my salesman (**) 2/15/24 and stated the issue. The pictures were taken the night I traded in my Sentra for my new Mazda and were taken while I was doing paperwork (I imagine by ****). I told my salesman what happened (**) and at first he didn’t know what I was talking about then he found the listing and showed signs of disbelief/concern. This was around 4pm and he stated he would talk to **** about taking it down because the pictures of the car shouldn’t have been up (I closed this deal after closing time of 2/13/24 hence why it’s dark). No inspection no nothing was done for the car just the pictures were up. The listing is still up there and my concern is that my plate has been exposed and that becomes a major liability. I have time stamps of screenshots I have taken. It is currently 9:40 pm and I didn’t receive a call back but the photos (specifically the one where you can zoom to see my license plate) is still up. Not sure where to submit this but just this is concerning, neglectful, and unprofessional.

  Business response

  03/11/2024

  Dear Mrs. *******,

  I have read the complaint and concern. We have addressed this issue, and we got that picture down and they are replaced by stock photos of the vehicle in question for retail. We apologize for the inconvenience, and it is not normal procedure for this to happen but there may be an incident where this may happen. We will take better caution of this when we take vehicles in on trade. I am glad that ** was able to assist you on the purchase of the new Mazda. We look forward to a continued relationship for service and sales here at Hugh White Honda.

   

  Thank you,

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

  General Manager

  Customer response

  03/18/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *******

• Initial Complaint

  04/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I feel that I have been scammed by this dealership. I was at the dealership last Friday which is March 31st, 2023, looking at cars. my friend and I talked to the dealer for 7 hours, both my friend and I are foreigners and neither of us are native English speakers and he kept using that to trick us into signing a contract. Then the dealer kept telling me that I didn't have enough credit score to get a loan from another bank and then I had to sign a contract with him to buy the car before he would give me the final interest rate. Because I was asking about APR and he didn't tell me, he used high pressure tactics to trick me into signing the contract first. Finally the contract was already signed before I learned that the interest rate on the loan was 17.5%. It was a completely horrible loan shark, the car was listed on cars.coms for about $14,000 but when I found out the loan I would be paying a total of $27,000. But my credit score was close to 740, Then the dealer also told me that the loan company asked me to buy additional repair services or they wouldn't agree to lend me the money. I signed the purchase agreement and then said it wasn't necessary. The dealer also promised a $2,000 discount, but that didn't show up on the final price either. I feel I was defrauded by consumer fraud, the loan company told me they could cancel the contract and refund my down payment as long as the dealership agreed to a refund, I called the government office and they said as I described it is possible to ask them for a refund as consumer fraud, the dealer is now sounding tough , saying they don't have a return clause and no matter what they can't I can't return the car for a refund, and if I want lawyer they are fine with that. The loan manager at the dealer also said that even if they had used words to deceive me, I had signed the contract, which cannot be changed. I need to return and if we cannot negotiate a solution I will seek every legal weapon I can to protect my rights.

  Business response

  04/13/2023

  This is in response to Mrs. ****** **'s complaint of unfair and deceptive selling practices involving her purchase of a pre-owned 2014 Mercedes-Benz on March 31st. Hugh White Honda prides itself on its exceptional customer satisfaction. We allow consumers transparent transactions to make logical and informed decisions of the purchase of vehicles without pressuring sales tactics in our dealership. Processes and advances in technology allow us to provide consumers the ability to review documents and information accurately and allow us to protect the integrity of the dealer in practicing legal and fair steps in the purchase process. In carefully reviewing such evidence we in no way found anything that was pressuring or deceptive in any way toward Mrs. **. Although English may not be her native language it was apparent to many witnesses that Mrs. ** understood English in good practice. Upon her delivery and paperwork she spoke about the transaction and other topics in English well. Topics like school, grades, basketball scholarship money among other items. The visit of 7 hours did take longer than an average transaction because the sales team had to work with her in finding a vehicle that a lender would approve. She originally came in on a Mustang but with her limited time in the credit bureau we could not make work that vehicle work with lender stipulations and multiple turndowns. One lender *** did offer a few vehicles that would work for her financial portfolio which we gave to her and she made a decision on the Mercedes-Benz. In reviewing the final paperwork Mrs. ** asked logical and clear questions. She took notes on improving her credit score and time in the credit system, asked where and how to make her payments for the lender, what was covered under the optional Vehicle Service Contract and Gap coverage, and also if she would be able to transfer her previous plates to her new vehicle at the BMV. Also we have provided documents showing her signature on the electronic contract. One point to note is the Buyer Declaration on the contract where she understood what she was signing and that she reviewed all documents and asked all questions needed to comfortably do so. Also it is an important note that Mrs. ** had to return after the purchase date to drop off the down payment for the completion of the the transaction. In this time frame if the consumer wanted to cancel the transaction she could have done so because we would not have had the full down payment needed for the transaction. This shows we in no way pressured the sale on her and she had a possible cooling off time for her decision. However, she willingly gave the down payment and seemed very happy with her purchase days after. It was a week later that a person claiming to represent Mrs. ** called in to our sales manager saying we too advantage of someone not being able to speak English. They acted as if they were legal representation and then when questioned if they were backed off and said no but they knew lawyers. With the review of this case we see no wrong doing by the staff or this transaction of what is accused by Mrs. **. The proposed resolution of a refund is not what we see as a viable solution to her accusations of deceptive selling practices at this time. 

• Initial Complaint

  09/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently just bought a 2019 WRX from hugh white honda. This listed car price was a decent price except they did not read the carfax off to me until i brought up that the car had been wrecked. The car had moderate damage to the passenger side in the front. At that point the price of the car was questionable. Once I got home I noticed one of the tires on the car was extremely worn on the inside it was almost showing the wires of the tire. I then noticed there was a cross threaded lug nut stud. At first the dealer told they'll see what they can work out. I had only had the car for a week. By then they ordered 1 new tire and lug nut stud. The next day they came back and said they were replacing all 4 tires and they needed to keep my car. I had been calling left and right to get an update on my vehicle but I couldnt get an answer from anybody. They finally called to let me know my car was ready on August 30th. I had dropped the car off on August 25th. When I got the car back I was convinced something else had happened to it because I noticed new imperfections on the driverside, spun bolts on the driver fender, miss aligned hood and the driver door was repainted. I also noticed my driver side window stopped automatically going up and it will only go up an inch then I have to press the button over and over again to get the window up. I also noticed 2 more lug studs were cross threaded after getting the car back. At this rate this car was not worth what I paid for it. I want some kind of reimbursement towards the total of the car and I want a lower monthly payment. What I've gone through with this dealership is pathetic.I've only had the car since August 12th. Prior to buying the car no damaged was reported to the driver side at all. Now given I did not pay for these repairs I feel as if they are price gauging and ripping people off. I did not buy an " as is " car.

  Business response

  09/08/2022

  BBB# 17915975

  To whom it may concern:

  I am responding to the complaint that ******* ***** had involving a purchase of the 2019 WRX from our facility in August of 2022. Let me first address the question of the car fax. We display all car fax as a courtesy to all used cars on our website to allow customers and shoppers to view. We feel allowing a transparent display of the vehicle information to all to view allows consumers in today's fast paced shopping world to view and make decisions if a vehicle we have is suitable to be considered for purchase. There is no law or requirement we have to do this nor is it required you must cover with a consumer. However, if a customer ask to see it or questions it we can show them quickly and easily. Most consumers have already done so on the vehicle they specifically come in so it does allow to save time in the process for the consumer. During the sale the customer and a second person helping with the transaction said to the salesperson they were happy with the price and the purchase of the vehicle. They also inspected and drove the vehicle before paperwork was done to make sure it met up to their expectations. If the car and pricing were not good I am sure the customer and the person helping ******* would not have bought it and moved toward other vehicles elsewhere. We strive to run a pressure free transparent sales process to allow customers to make their best decisions in the purchase. Second when the customer contacted us regarding the question of the tire we feel we went above and beyond by agreeing to replace 4 tires and not just one tire. Even though we did not have to do anything after the purchase of the used vehicle. Nothing was promised but we try and go above and beyond to make our customers happy and have done so since 1971. I have attached the RO showing the cost for the tires of the vehicle. We did have to keep the car a few days to allow us to get the tires for this specialized vehicle. In todays shortage of many supplies and parts this is not uncommon. In regards to the accusation that we did more than replace the 4 tires and replace the one stud I have also attached some pictures. The mechanic that did the tires also inspected the vehicle when we serviced it for the our lot for sale. He remembers the vehicle well because it is a specialty sport car that is in demand. When he removed the wheels for the tires he saw that someone had painted the calibers red on the vehicle recently and not very well. Over spray was on the rotors and other parts. He documented this to show someone had taken these wheels off and worked on them that was not Hugh White Honda and not by a previous owner but the current owner since the purchase. We also attached the photo of the wheel when we had it which shows those calibers were not red nor painted red while we had the vehicle for sale here. Hugh White Honda did nothing more than what we said we would do which was replace 4 tires and fix the stud which was done properly. Anything else done outside our control and work done by an owner falls back to the owner. If there was a door repainted or something else fixed before we owned the vehicle again Hugh White is not responsible for that and the buyer takes on those imperfections. I have also attached the car fax that ******* admitted to looking at before purchase. She said the car was wrecked and fixed on the passenger side before which she saw in the car fax and accused us that work had been done on the drivers side with these imperfections which now affect her value. However, the car fax sows the fixed damage on the drivers side which would explain the things she describes on the drivers side. At this time Hugh White Honda has fulfilled our obligations on what we promised and will not be able to lower a monthly payment on a legal contract involving a lender. There is no reimbursement we fell that should be awarded towards a purchase that was made with transparent information to the consumer before they even visited the dealership. We do not "rip people off" and our sales team provides thousands of very happy purchases each year. Thankyou for your time in allowing us to review and provide information regarding this complaint.

  Best Regards,

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

  General Manager

  Hugh White Honda

   

• Initial Complaint

  03/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 14th , 2022 I bought a new car red accord 1.5 2022 sport from Hugh White Honda Columbus OH. The installation of a sunroof was offered by manager ***** ******* on the day of purchase. ***** ******* explained that the car would not lose its warranty with the installation of the sunroof and the service would have a Honda standard quality. I was interested in putting the sunroof on my new car, as I was confident and reassured that the quality of the service offered by the Honda company would be a qualified service. I paid for the service, the amount of $3538. On February 28th, at noon I left the car at the agency (Honda) to install the sunroof. The car had 1200 km and was in perfect condition, clean and fragrant, as should be as a new car. We went to pick it up on Wednesday, 03/022/22 at 6 pm because the salesman ***** sent us a message that the car was ready and the service was very good and the manager had already released the car to be picked up. (I have the cell phone messages to prove it). Next morning, March 03/03/22, I noticed that my car was completely dirty, with footprints on top of the seats, pieces of wire thrown under the bunch of the driver and even a screw. The interior finish of the sunroof was of poor quality and the light bulb on the roof was falling off (I have a photo to prove everything). I sent a message to the seller (*****) and he told me to go to the store that installed the sunroof and he sent me the name of the store and phone. I did not agree to go to the store, as the service contracted was within Honda and it means they have to guarantee the quality of the service. On Friday morning, 03/04/22, I took the car to the Honda and they saw the service was poorly done and they saw the car all dirty, they were ashamed,they apologized and told me to leave the car there again to fix the problems and clean the seats.

  Business response

  03/21/2022

  This is in response to the customers complaint. We are at Hugh White Honda are upset with the work provided by the business who installed the roof. We do understand that the customer is upset and disappointed as well. We are currently working with two mangers in our sales department to remedy this situation with the consumer. In one front we are actively going after the business who installed the roof with such poor quality to fix the issues listed to us and which we saw with customer. On the second front we are actively working to get a new vehicle to replace it for the customer. This is taking longer and more effort than normal because of the inventory restraint and crisis we are facing in the industry. Please be advised it is our utmost priority to right this issue for the customer and make them satisfied with their purchase. I have been updated today that this matter is actively being worked on a fast as they can possibly can on the inventory issue.

   

  Thank you,

  Dave Delauter

  General Manager

   

  Customer response

  03/21/2022

  [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 accept the business's response to resolve this complaint. 
  
  Regards,
  
  ******* ****** ******

• Initial Complaint

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is my second complaint on Hugh White Honda (*** ********* ** ** ********) regarding the same vehicle and same issue--cloudy paint. I purchased a 2008 Honda Civic EX on June 21, 2014 from Hugh White Honda. The paint on the roof of the car was cloudy in spots. I inquired if it had been in an accident and a ****** determined no. I found out in November 2014 (my own research) that there was an active recall on cloudy paint on 2008 Honda Civic's with Black Pearl paint. I called Hugh White, and ***** said I should've been advised when I purchased the car in June about the recall. They scheduled an appointment for me to get my roof repainted at ********** ********* but they wouldn't do the entire car because they said "it wasn't cloudy enough". I argued that it would be before a matter of time. Since the warranty was 7 years from the date of purchase, I thought that I had until June 21, 2021. However, by December of 2016, the entire car's paint looked terrible. I took my car back in to Hugh White and they said that the warranty had expired but they would offer me 50% off the total cost of painting the car. I said it wasn't fair or right because it was Honda's faulty paint. Still to this day, my car has not been in an accident. It looks awful because of Honda's paint. After a co-worker took her 2007 Honda Civic into a dealership in January 2017 and had it repainted at no charge, I decided to take my Honda in December 23, 2021 to see about them correcting the paint at no charge. I gave them the vin of her car and they confirmed that it was true and it was repainted at no charge but through a different dealership. After 2 weeks, I was advised today by Hugh White to contact American Honda. I called American Honda and spoke to ******* who stated that it is the dealership's discretion to repaint a car that is out of warranty and they decided to do nothing about the paint and void the 50% off offer from 2016* ********************* ****** ******** *** ********

  Business response

  01/10/2022

  I have read this issue from the consumer. We as a dealer are able to perform warranty authorized repairs in a timely manner for the manufacturer. Honda Manufacturing not Hugh White Honda had a defect in the paint process in the initial building of this vehicle 14 years ago. We have responded properly to what Honda Manufacturing would do as customer goodwill under their assigned timeline. The consumer in this case has had ample time to take Honda manufacturing up on the proposed fix and goodwill to this issue. We as a dealership will respect the decision of Honda and will not go outside of the time table allowed by the manufacturer on this matter. If Honda would take this matter up and decide to stand behind or extend that timetable of a repaint of the vehicle Hugh White Honda will without question arrange the fix for them under warranty. I appreciate you correspondence to us on this matter and Honda manufacturing will reach out to us if any other decisions are granted on this matter.

  **** *******  **** ** *** *******

  Customer response

  01/11/2022

  *** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** ***********  ********** ********
  
  I am rejecting this response because:I am rejecting this response because: Hugh White Honda (not Honda Manufacturing) sold this Honda with the paint defect to it’s first owner with the known paint defect. Hugh White Honda (not Honda Manufacturing) then sold the same Honda to me in 2014 with the same paint defect. I questioned the paint when purchasing the vehicle and was told by the salesperson at Hugh White Honda (not Honda Manufacturing) that he did not know why the paint looked like that. Unbeknownst to me in June 2014, there was an Active paint recall for my car that Hugh White Honda (not Honda Manufacturing) neglected to inform me of. In November of 2014, I did my own research and learned of the paint recall. After fighting for a rental, there was only a few parts repainted and I wasn’t okay with that because it was evident the rest of the paint would look awful soon enough. I returned to Hugh White Honda (not Honda Manufacturing) in December 2016 and was advised you would go in half on fixing the defected paint. It was unacceptable that I pay for a known paint defect. So, I was 2 and 1/2 years in my car loan on a Honda that looked like trash. After learning in December 2021 of my Co-worker getting her 2007 Honda repainted through ***** Honda in 2017 at NO charge (Hugh White Honda and Honda Manufacturing are aware, *********************** I realized that Hugh White should’ve repainted my Honda in December 2016 at no charge. Please don’t insult the length of time that it has been because there’s proof of my ongoing attempts of Hugh White Honda making this right. This is not someone with a 13 year old car trying to get a new paint job. This is someone that has fought an ongoing battle since June 2014 for correcting the exact same defected paint. 
  
  ******** ***** ********

*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. ↩