ComplaintsforPerformance Honda

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I have been loyal customers of Performance Honda for years. We both purchased our vehicles there and took them there for all services. I had my Accord there on May 25 and had the brake calipers replaced. My car began making horrible noises and it sounded as if the entire bottom of the car was going to fall off. It did not feel safe to drive very far so I took it to Jeff Wyler Honda which is closer to my house to determine what was going on. They discovered that “the rear caliper body to caliper bracket mounting bolts were missing.” They were simply gone. They asked if I had the calipers replaced recently. They had to order the bolts and recommended that the car shouldn’t be driven with the bolts missing. My wife and I had to share her car and she had to utilize Uber a couple of times until the bolts could be replaced. I had to pay $163.99 for the installation of new bolts. I reached out to Performance Honda and received a call from M***** H******** He said he was the manager there even though he was not listed on their website at all. I explained what had happened and he immediately became defensive and said it was not the fault of his garage. I offered to show him the receipt and video showing the bolts were completely gone from a job one of his employees completed. He said he didn’t need to see anything because it was not their fault. He could not explain how caliper bolts fall out. I asked to speak to someone else and he said he was the person in charge. He eventually hung up on me. I sent an email to the GM asking for help and he never reached out. I have the video from Jeff Wyler showing the bolts missing but I am unable to upload it.

  Business response

  10/03/2024

  Good afternoon,

  Mr. ****** had the repairs done in May 2024 at Performance Honda (Repair Order attached).   The repairs included replacing 2 seized calipers, replacing rear brake pads and resurfacing rotors.  If the caliper bolts were missing after the repairs, it would not have taken 4 months for this issue to occur.  There is nothing to support the dealership giving Mr. ****** a refund in full for the work they completed.  The dealership will agree to reimburse Mr. ****** for the work done at Jeff Wyler in the amount of $163.99.

  Customer response

  10/03/2024

  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. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in to them on June 3, 2024 and the test showed my car was in fact losing oil. My car was kept at the dealership for over 6 weeks. I was told the issue had to do with pistons which required repairing at their expense. During this time, I repeatedly had to follow up with the dealership to inquire about the status of my car. At one point, I was told the technician working on my car quit causing further delays as they sought a replacement. Then I was told they were waiting for one bolt to come in which caused further delays. I finally emailed a letter to a customer service representative at the dealership and with a few hours someone was calling me telling me my car was ready for pick up. A few hours after I arrived home, I decided to check the oil level. Under the hood of my car is a mess and I discovered my car was completely dry of oil which is unacceptable and could potentially damage the engine of my car. This oversight demonstrates a severe lack of attention to detail and raises questions about the quality of service provided by the dealership. I also question the condition of my car and I would not feel comfortable taking my car back to them to do any kind of work on it. The entire ordeal has been extremely frustrating and inconvenient. I am very disappointed with the level of service provided by Performance Honda Dealership and feel that they have not acted in good faith. I am requesting the Better Business Bureau office to investigate and resolve that matter involving my vehicle. As I stated earlier, I do not trust that establishment to repair my car. I would love to have my vehicle towed to another dealership to examine for any repairs that may be needed related to my initial issue. I am hoping and praying no further damages were done to my car by driving it home with not a drop of oil in it.

  Business response

  07/26/2024

  Good morning,

  M***** H******* (Service Manager) and B**** F**** (Service Advisor) at Performance Honda have reached out to Ms. ************ several times, however Ms. ************ has not responded to any of their messages.

   

  Business response

  08/13/2024

  Good afternoon,

  Ms. ************ did have her vehicle towed to the dealership on 7/26/24.  After numerous attempts to diagnose the vehicle, the dealership concluded that the engine needed to be replaced.  The dealership is currently in the process of doing so and this should be completed by the end of this week with no cost to Ms. ************.    The dealership has provided Ms. ************ a loaner vehicle during this time, also at no cost to her.  

  Customer response

  08/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.  

  I have not received my vehicle back as of yet and Performance Honda will have had it 2 weeks tomorrow.  Once I do get my vehicle back, I would like to drive it for a couple of weeks to make sure the repairs are done correctly and that I will not be broke down on the side of the road like I was a couple of weeks ago.  The last time Performance Honda had my vehicle for over six weeks and claimed the repairs were done and after driving my car for a less than a week it  stopped running and I had to have it towed back to the dealership.  I am not sure if the people working on my car know what they are doing. 

  As far as B**** and M***** from Performance Honda reaching out to me and me not responding to them is just not true.  I have never received a message from M***** nor have I ever met him.   I am not even sure who he is.  Phone records can prove that.  When I texted A***** letting her know there was no oil in my car when I got it back a few weeks ago, B**** let me a message stating the oil was so clear I probably couldn't see it.  Why would I not return phone calls or emails from a company that has my vehicle.  That just does not make sense.

  
  
  Regards,
  
  ********* ************
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have bought 2 new Hondas. And had one custom made from this dealership. They added on multiple packages to the sum of almost $8,000 in packages. I spoke with Richard in Finance and had him cancel everything except my GAP and Windshield coverage. I spoke with him on the phone as well to cancel EVERYTHING but my GAP and Windshield coverage. I got a email sent to me from who I believe to be one of the managers there of the copies. Just for them to tell me that I requested to cancel GAP. Originally I was going to cancel it but before signing ANY paperwork Richard in finance assured me to not cancel GAP and he would proceed to cancel everything else for me. Now I have been in a head on collision with a bus at the worst time of my life and at my peak in my Army career to only be dealing with them referring to a email prior to me speaking with Richard and NEVER signing anything to cancel my GAP but cancel everything else such as key fob replacement tire and wheels and interior and exterior packages on the vehicle. Not only did all I ask was for them to fax a letter to my GAP provider to say it was cancelled in error they said they will not be doing that. Even though it was there error. But clearly they are beyond human mistakes and I guess I have to take it to court because I have proof and all my signed documents of me cancelling everything but gap and windshield. And phone recording of Richard saying to not cancel it because of it covering 87 months so I didn’t! But they are still holding to that email I sent before speaking with Richard and getting the proper documents. He called me and we decided to not cancel GAP but cancel everything else. He then emailed me documents I didn’t sign and didn’t verify with signatures and other paperwork

  Business response

  04/01/2024

  Good afternoon,

  Please accept this as the formal response from Performance Honda to the complaint filed by ******* **********.  As reflected on the Buyer's Order which *** ********** signed, there were numerous additional products she chose to purchase. Attached is the original GAP contract as well as the GAP cancellation form, both signed by *** **********.  Also attached is the prorated refund check that was sent to the lien holder (GE Credit Union) upon *** ********** cancelling the products she stated she did not want.  More importantly, attached is the email correspondence between the dealership and *** ********** confirming she wanted to cancel all products with the exception of the windshield protection.  On March 26 *** ********** reached out to the dealership to ask that they send a letter to the insurance company stating that the GAP insurance was cancelled in error.  She was recently involved in an accident and her vehicle was now totaled.  Matt L*******, General Manager of Performance Honda, responded to *** ********** that he declined to do that.  Performance Honda will not be a part of deceiving any insurance company.          

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently purchased a vehicle in cash for a **** ***** ****** **** V6 coupe. Alongside the vehicle I purchased an Extended Warranty valued at $1,700. I brought said vehicle back in about a month ago for a timing belt replacement. Unaware to me, the vehicle had a leaking oil pump seal, and front drivers axle leaking transmission fluid. Problem was taken care of at Sales expense. Fast forward to February 21,2024. I brought my vehicle back in for a no start issue. I would have thought that a starter motor would be covered under a EXTENDED warranty. Dealer who sold me the vehicle “enhanced” the warranty during the titling fee. I was quoted just shy of $1,100 OUT of pocket to get this repair done. I spoke to a privately owned mechanic and was estimated $500 LESS than half the price of what this dealer wanted to charge. I tried contacting every way I could to get an update on this situation. I was left unanswered more than 10 times. Left 2 voicemails, both on Kaitlyn and Ashley’s desk answering machine. The service advisor texted me status etc, but failed to respond to me 2 hrs later. Basically leaving me in the dark about the whole situation.

  Business response

  02/29/2024

  Good afternoon,

  Josh V******* at Performance Honda reached out to the customer and set up an appointment to address some of his concerns.  The dealership will provide an update after their meeting.  

  Customer response

  02/29/2024

  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. 
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was sold a used ********** from performance Honda that has a faulty motor for 14k dollars. We even purchased a warranty with the vehicle that denied our claim. We have only put 2000 miles on the vehicle since purchase and 1k miles was the dealership doing an oil consumption test. I’ve been in contact with Honda tirelessly to no avail and they aren’t willing to help. I have all of the proof of the vehicle being in the dealership for months and every conversation I’ve had with the people who work there. They sold me a vehicle with a damaged motor and aren’t willing to help me at all even though I can’t get another vehicle and I’m stuck with the loan and can’t afford a new engine. I’m sending some of the messages between me and the salesman. You can see how disregarded I’ve been and that’s just a drop in the hat of all of the paperwork I have.

  Business response

  08/22/2023

  Good afternoon,

  Matt L******* at Performance Honda spoke with the customer today.  Performance Honda requested the customer bring the vehicle to the dealership and they will replace the current engine with a used engine at no cost to the customer.  The customer approved this offer and will be bringing the vehicle to Performance Honda to have the work completed.

  Customer response

  08/22/2023

  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. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  08/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Monday 8-7 my wife and I went to Kings Performance Honda. We were told to give $500 as a refundable deposit to reserve a car in our name. We didn’t think anything of it at the time because the car market is what it is right now. Melissa B***** our salesperson then told us the finance manager was “too busy” and they just wrote the card number down to charge at a later time. Wednesday 8-9 we go to Fairfield Performance Honda and found another car we like better and was told the same thing that we need to place a $500 refundable deposit. Our sales person Josh C****** then told us the same thing that their finance manager was “too busy” and they wrote down the card number to charge at a later date. Friday 8-11 we then find out our card was charged with numerous fraudulent charges. We cancelled our card and got with PNC bank immediately. It’s very suspicious that just days after two different salespersons within the same dealer network told us the exact same story that our credit card info gets stolen. I would like to open up a report/ investigation against them. At the very least get them to stop this practice of business of writing card numbers down. Thank you

  Business response

  08/13/2023

  Good morning,

  It appears that Mr. ******* has provided an attachment that is in a jpeg format which we are unable to open.  Would it be possible for Mr. ******* to provide the attachment in another format such as a PDF?

   

  Business response

  09/02/2023

  Good morning,

  Our apologies on the delay in responding however the dealerships wanted to thoroughly investigate Mr. ********* complaint.  While the dealerships can certainly understand how Mr. ******* would associate the fraudulent charges on his credit card with his visit to the dealerships being on the same day, the dealerships are confident that there is no association between these.  When the dealerships took Mr. ********* credit card information, it was immediately locked in a safe place in the finance office and no other employee would have access to it.  The dealerships take every precaution to protect a customer's personal information and are confident that this was an unfortunate coincidence.  The dealerships intend to take Mr. ********* suggestion on handling customer's credit card information.

   

   

  Customer response

  09/05/2023

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

• Initial Complaint

  07/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went to performance Honda in early May and purchased a car which 10 days later find an out that it had a bad engine. I took it back to them 10 days after purchase to get it repaired or a new car. They refused to repair it because of the repair cost. They did not have another vehicle I liked so they asked me if I wanted to get this car they had in the body shop that had 40,000 more miles that the one I purchased. I told him I would take a look at it, but I had to wait over a week to be able to see it. I live an hour and a half away and advised that I could not keep running back and forth. In the meantime the car with the bad engine hit my credit report and screwed up my home loan process. The credit Union told me all they had to do was cancel the loan, but noooooo they wait to pay it off. I went back in on June 1st and did not take the car and was told “well we don’t know what to do.” They said they can’t give me my car back that I had traded in because they had paid it off. So I had to lease a vehicle because they had put me in a bind. NOW it is 7/25 and they just submitted my paperwork to Honda! I had a payment due on July 1st and I have no plates! So I can’t even drive the car!! Call after call after call no one ever calls back. Honda Financial got in touch with ******* who informed us that the paperwork was just sent in yesterday 7/24 and I asked about my plates and he said he would have ****** call me back, but of course I never received the call. I will never do business with these people again and will be talking to my lawyer today!

  Business response

  08/01/2023

  Good afternoon,

  ****** Traum at Performance Honda spoke with Ms. ******* to go over her concerns.  Ms. ******* was confused on her payment date and thought she had missed a payment.  ****** explained that she had not missed a payment.  Ms. ******* was also concerned that her plates were expired, and ****** assured her they were not expired.  Ms. ******* appears to be satisfied and now understands how everything works.  

  Customer response

  08/02/2023

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

• Initial Complaint

  04/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a Certified preowned Civic from these jokers and smoke came bellowing out under the hood on the way home from purchasing it. It has only gone down from there. This mendacious dealership and all their employees have an excuse for everything that happens to the garbage they sell there. Mine is a long and boring story but please listen, they are all crooks and the cars they sell as certified haven’t even been peeked at let alone inspected in all those areas. And the extra warranty and gap they sell is garbage as well. When I tried to cancel shortly after buying the car the guy talked over me and just said I needed it and it wasn’t cancelled. I’m paying for a worthless car and an even more worthless warranty. They are slick They have their deceptive practices down to a T. And if you read any of their replies to complaints you will see what I mean , they just blow it off. I honestly think they own the warranty and gap insurance company also. The gap and extended warranty are from the same company and I tried to check them out and they are constantly changing the business name so you don’t know who is behind it. Take it from me, buy a Toyota and not from their Toyota company. I went to Honda America for help and after sending them all my evidence they did nothing. I have to work with them to resolve it. They are the ones that swindled me and you want me to go back for seconds? So don't waste your time. I hope at least one person sees this before they buy from them so they don’t have the headache.

  Business response

  04/12/2023

  Good afternoon,

  The dealership has reviewed Ms. ****** complaint.  Ms. **** purchased the vehicle over 1 year ago, specifically on March 3, 2022.  Since the date of the purchase, the dealership has not seen the vehicle for service, inspection or any other matter.  As such, we would request that the BBB close out this complaint. 

  Customer response

  04/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. Their response is as I predicted in my complaint. They want it to go away and me with it , without having to be held accountable for their actions. I gave them their one chance the day after I bought the car to fix the bellowing smoke problem and they did nothing. I have enclosed the receipts from that transaction and others that have occurred that shouldn’t have. All that should have been caught and remedied in the certified inspection. I talked to more than one person at Performance Honda and at the time they wanted me to trust them and there was no way.  They offered to pay my loan off and give me 1000.00. What about the 5000 that was the down payment. I can’t buy another car with 1000 down. After I bought the car I had an emergency in California and ended up there till the end of 2022. That was my only focus at the time.  That is the reason for the late review. I suffered through a horrible heatwave there with no air conditioning. It didn’t work from the time I bought it. California was going to charge 500.00 for a diagnostic test. This is an unplanned trip. I don’t have 500 for a test. This ordeal is far more complicated but I am getting tired of telling this story and nothings done. If you want more detail I will happily provide it.  PLEASE,PLEASE don’t let these con men get away with this by requesting it’s closure. They need to pay for their deception. 
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  03/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I went over to the dealership, looked at the vehicle, and I said I would take the vehicle for MSRP. The salesman comes over and gives me the numbers of the purchase price with all taxes and fees included, and I said looks good, let’s sign. I go in to sign the papers and the finance person tries to sell me an extended warranty, but I say I don’t want one, that is why I bought a Honda because they are reliable. The finance person says the extended warranty comes with the vehicle for no more money than they had already quoted, but I know dealerships are starting to offer lifetime and extended warranties for free to get sales so we moved on. My problem came when I trusted the people working at the dealership that they weren’t lying to me, and that is a lesson learned. I had work appointments later in the day so I signed the paperwork without reading through all of the details thinking the dealership was honest. When I get home to add the vehicle to insurance I get out the paperwork to get the VIN, and I realize there is a $3,000 extended warranty on the car after I very specifically said I did not want one. I immediately call the dealership finance person and ask why it is on there. What the dealership did is include the extended warranty in the initial estimate for purchase price plus taxes and fees, they just put the warranty in without saying anything hoping I would miss it since I was in a hurry, and they were right. The salesman and finance person should have told me that they put this in the price, and the finance person should have told me it was added in when I said clearly I didn’t want any extended warranty. He then said what I said wasn’t a lie, the finance person told me that there wouldn’t be any additional cost from what was quoted. This was technically true because they had already snuck the warranty price into the taxes and fees included quote. This is extremely unprofessional, and I said I don’t want the warranty just like a clearly stated.

  Business response

  03/20/2023

  Good morning,

  In response to *** ****** complaint, *** **** signed various documents regarding the purchases of his GAP and Extended Service Contracts.  It was clearly layed out in the Buyer's Order.  Attached are the documents signed by *** **** with respect to these products.  As of March 9, all of these products that *** **** signed for have been cancelled.

   

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  Since I'm still getting emails on 3/17/23 from the insurance company saying they need the dealer to email in the documents with their signature, I have note been able to cancel my policy that was supposed to be cancelled on 2/16/23 after they were not ethical and tried to sneak it into the purchase.
  
  Regards,
  
  ***** ****
  

  Business response

  03/25/2023

  Good morning,

  In response to *** ****** rejection attached is the email communication from *** **** to Performance Honda confirming the product cancellation. We respectfully request the complaint against Performance Honda be closed out.

  Customer response

  03/27/2023

  Better Business Bureau:
  
  The warranty that they unethically put with the purchase of my car has finally been cancelled. I just attached the last email correspondence where they have a nasty tone about getting it cancelled.
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I viewed a **** Honda ****** ****** online and contacted Performance Honda Salesman Josh H******. I informed him that I lived in ******** and asked him to inspect the vehicle for damages and he did so and reported that the vehicle had no damages, had been service, detailed and was ready for delivery. I booked a flight from ******* ******** to Cincinnati/ Kentucky airport on 9/16/22. I arrived at the dealership to inspect and purchase the **** Honda ****** ******. Upon Inspection the vehicle interior was filthy and the exterior had damage on the front end and on the lower right hand side panels, and there were holes drilled in both of the rear door wells. In addition, the trunk release did not work. I took pictures of all the defects. I described and asked Josh to accompany me and walk around the vehicle to point out above mentioned items. After the inspection, it was determined that the information would have to be given to a manager. I pointed out each item to the manager (possibly Eric). I negotiated with the sales manager and agreed on a purchase price. We agreed on the purchase price. to have the vehicle detailed and the trunk switch ordered. During the paperwork process Dalton, the finance manager, offered an extended warranty and stated if you decide you that the vehicle checks out okay you can call me and receive a refund on the extended warranty. I had the vehicle inspected at ******* Honda in ******, ********. Mechanically, the vehicle passed inspection, but the body damage repairs are not covered by the extended warranty. I attempted to call Dalton, the finance manager, on 10/13/22(x2), 12/8/22, 12/13/22, 12/21/22(x3), 12/22/22, 12/28/22(x2), 12/30/22(x3), 01/03/23, 01/06/23, which was a total of 15 calls. With each call, messages were left on the answering machine. No one has returned my calls to issue my refund. A complaint was also filed with Honda Customer Support on 01/03/2023.

  Business response

  01/12/2023

  Good afternoon,

  Dalton at Performance Honda was able to reach *** ****.  Dalton sent *** **** the ******** form to complete the cancellation on the extended service contract.  Dalton received the signed form back from *** **** yesterday and is processing the refund as requested by *** ****.  

*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. ↩