ComplaintsforKlein Honda

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased ************* with my new car in 2023. The finance team made it clear it would be easy to cancel the *** in the future when I no longer needed it. I submitted the cancelation form on June 7, 2024 and have yet to receive the refund. I have repeatedly called and emailed (over dozen times between two methods) Klein Honda and am either ignored or if I get them on the phone told they will follow up in a day or two. Most recently I called on the past Saturday (9/28) and was told the person who handles this will review it on Monday and that they will follow up via email. It is now 10/3 and I have received no communication. I am filing this complaint I as I would like them to honor the cancelation and to get an accounting of the refund as I do not believe I should be charged for this period that they have been delaying.

  

  Business response

  10/09/2024

  Our apologize to Mr. Loskamp.  With his assistance we were provided with emails and phone logs to show his more than necessary attempt to cancel his gap policy.  We have cancelled it as of May this year and the refund is going out in the mail today. I have also emailed

  him a copy of the refund check.

   

   

   

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday, 4/19, I made, what I thought, a vehicle reservation online to purchase a used ***** CX 5 at Klein Honda. I also made a soft appointment with *********************** and ******************************* that I can't come Saturday, but I can come Sunday, 4/21. I show up and a gentleman told me it sold Saturday, 4/20. Neither one of them informed me nor did they tell that buyer that its under reserve. Not even two salesman can honor my trust in Klein is purely unprofessional. In their pre-owned vehicle section of their website, under each car, there is a link to "Reserve Vehicle". I want this removed as this leads to public mistrust and is a lure tactic to get more customers in to look at other cars. The gentleman that told the car was sold even said, "..we don't really reserve cars....." So revise the website and remove the link to reserve a vehicle, any vehicle. The public does not want to experience the mistrust and lack of transparency that I did. Attached is proof that I reserved the vehicle and they sold it.

  

  Business response

  04/26/2024

  **************, we are sorry for your experience.  This was an individual failure on our part.  Not recognizing the correct lead source, led us to handle the inquiry very poorly.  Had we realized the reservation request, we would have confirmed the hold and specific time frame in which the vehicle could be held.  We will be removing this feature until a time in which we can handle it accordingly.  We apologize for the inconvenience this may have caused you.

  Customer response

  04/26/2024

  To Whom It May Concern:  

  Klein Honda has replied saying the will remove the Reserve Vehicle feature on their website.  This feature collects private information (name, address, phone, email) and this feature of reserving a vehicle does not exist according to a salesperson that I physically spoke to  there.  To protect the public, how can I verify, that within a reasonable time, they have indeed removed that feature because, 1) they can't be collecting people's info for no reason and 2)waste people's time when appointments are made but they don't care.  They just want you to come in.   Totally unacceptable.  I have 7 days to respond to them.  

  Thank you so much for your help. 

  *****

  Customer response

  05/02/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ordeal with ***** Honda's service department began on December 21, 2023, following a routine oil change and service. Fast forward a few weeks, and I started experiencing a noticeable judder during acceleration. Over the phone, the representative recommended a transmission flush/service. I brought my car in on February 12, 2024. However, the situation quickly escalated when I was informed that the initial transmission service did not ameliorate the issue. The recommendation? Two additional flushes at $220 each, transmission fluid's condition - it was burnt, no metal shavings were found. Skeptical of this sudden and costly diagnosis, I revisited the service report from my December visit. The fluid diagnostics then had shown no issues - a ***** contrast to the current claims. This discrepancy led me to question the accuracy of their assessment and the integrity of their operations. How could the fluid degrade so drastically in under two thousand miles without any prior indication? Refusing the additional services, I returned to collect my car, seeking further clarification. The narrative shifted once more; now, a complete transmission replacement was suggested. The logic provided - that multiple flushes were necessary for a thorough assessment - seemed flawed and contradictory to their earlier advice. Their readiness to propose extensive and expensive repairs without conclusive diagnostics was alarming. Further, the dismissive and personal nature of their responses when faced with inquiries about their process only added to my frustration. *************************** avoidance of my concerns for over two weeks spoke volumes about the dealership's customer service ethos. Disheartened but determined, I sought a second opinion from a trusted, locally-owned mechanic. The issue was resolved without the need for extensive repairs, validating my suspicions about ***** Honda's recommendations.

  

  Business response

  03/01/2024

  Im sorry we were not able to articulate the recommendation and process to ******************, to his satisfaction.  He brought his 2013 Accord to ** with a slipping transmission or judder.  During his prior visit over ***** miles ago, the judder was not present, the transmission fluid was at the correct level and the color/smell did not warrant any concern.  The vehicle has a CVT transmission and after confirmation of the judder, the least expensive and hopefully only corrective action needed is a transmission service.  Honda recommends a transmission burnish,which is three transmission service in a row, with test drives in-between.  If that does not resolve the issue, replacing the transmission is the recommendation. Unfortunately, the skepticism and questioning of the two visits, along with the implication we were recommending work based on making money and not fixing the problem, turned the visit into an unpleasant one for everyone.  We are glad to hear the problem has been resolved.  The work that we recommended and was paid for by the ******************, was correct and directly facilitated the resolution of his concern.  It appears (Carfax) additional transmission services, did indeed correct the problem.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I traded in my car to Klein Honda in March of 2023. I was told the car was in bad shape and they would need to dispose of it to justify a low trade in value. In November of 2023 I was informed that the car has been towed and the towing company was sending me to collections. Klein Honda did not respond to my questions about what happened to the car which was clearly not properly disposed of or registered to a new owner.

  

  Business response

  01/19/2024

  We were able to clarify any misunderstandings and ensure that the customer's needs were met to their satisfaction. We consider this matter resolved, and both parties are content with the outcome.

  Mr. ****** also knows that he may contact us at any time should that need be necessary.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a brand new 2018 Honda FIt EX from same dealership, but just recently found out about the paint peeling issues associated with the white paint and saw a TSB in regards to this issue. Per service bulletin ******, Honda would warranty the paint and have the affect parts repainted. On Oct. 16th 2023 the car was taken to this dealer to have the warranty claim area inspected, I was informed that i need to take it to their certified body shop for an estimate. Made an appointment on Oct. 23rd 2023 at the body shop to get an estimate. Turned in the repair estimate to honda dealer the same day so they can submit the claim to Honda corporate for approval. Its been abouit 8 weeks and have not heard a word from dealership as to the status of my claim, made serveral phone calls but everytime i was informed that someone would call me back to let me know the status. I have been told that claim to honda would take a long time but it would still be nice if someone from the dealership tried to keep me in the loop of whats going on. Currently no one has ever returned my calls or reached out to me and I feel like my claim has been completely ignored.

  

  Business response

  12/27/2023

  Our Service Manager has confirmed the coverage by ******** Honda Motor and scheduled with ******** for him to drop his vehicle off this week for repair.

  Customer response

  12/29/2023

   
  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.
  
  Sincerely,
  
  *************

• Initial Complaint

  11/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We agreed to purchase a vehicle for $550 a month for 72 months with $1000 in discount plus 1/2 off the security system with the front office sales associated (MSRP was $31,577).Once we had a deal we were moved to the back room to complete the transaction. ** that time, the finance tried to sell us an extended warranty with gap insurance. I turned down the *************** several times, but he continued to push it and say it would cover everything except items that wear out (no specifics on the warranty were provided or the terms). I finally told him I did not want to increase our payment beyond $550. With that, he said it would only increase to $578. Since it was a Hybrid with a lot more electronics, we agreed to $578 monthly price (with no mention of changing the duration of the note). Terms of the extended warranty were 7 years ****** total car miles. ** this point we were under the impression the car was costing us $578 a month for 72 months with $5000 down at this point. We signed the paper work and took delivery of the vehicle. The next morning we reviewed the details of the contract and came to the realization that we agreed to the 84 months financing instead of the 72. This added $6936 to the total amount that we thought we had agreed to. When we verbally agreed to the service *************** I was under the impression by the financier that it would only raise or price from $550 a month for 72 months to $578 a month to 72 months. I do not recall the change in the duration of the note. ** the end of the day since we signed the contract, I do not know what to do about this. I am contacting the BBB because I am at loss and do feel deceptive practices were used during this transaction (further explained in attached letter). If possible we would have 1) not agreed on the insurance with gap $3995 + $995. 2) Ensured final contract contained the dealer discount $1000 + full discount on the security $500 that was originally agreed to.

  

  Business response

  11/06/2023

  We invited the customers back to the store and made the necessary changes to their satisfaction.

  We believe the customers concerns have been resolved.

   

   

  Customer response

  11/06/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told by a mechanic that the door handles of my car were drawing a charge from the battery. We dropped off the car with Klein Honda service center on 8/18/23 with the report from this mechanic. Honda told us that the diagnostic would cost $180 but if we did repairs as a result of the diagnostic, that amount would be deducted from the cost of repairs. In the afternoon of 8/18, I received a call saying that they did the diagnostic and the battery was bad and needed to be replaced. I was also told there was a leak and the car was up for regular maintenance. I insisted that Honda check where the draw was coming from and asked specifically that the door handles be checked. On 8/19, Honda called back saying the door handles were drawing power from the battery. I asked that Honda replace my battery and was told that repair would not be deducted from the $180 diagnostic charge. The representative could not provide an explanation as to why. I did not want to do any other repairs so I went to pick up my car in the afternoon of 8/19. I again brought up that the representative on 8/18 said that as a result of the diagnostic they recommended that the battery be changed. So it did not make sense why the cost/replacement of the battery cannot be deducted from the diagnostic charge. The representative on 8/19 was rude and rolled his eyes and said something like "you can't just choose the most minuscule repair and expect that to go towards the diagnostic." He would not listen and kept saying "you agreed to pay for the diagnostic, you signed for it" and would not let me speak or ask my question without interrupting me. I still do not understand why the $180 diagnostic charge could not go towards replacing the battery - a repair HONDA determined my car needed following the diagnostic. Only when I insisted that they check the door handles did they find the issue with the door. Now Honda is claiming that only this repair will go towards the diagnostic. Why is this?

  

  Business response

  08/23/2023

  After reviewing the customers concerns, to their satisfaction, our service manager refunded them the diagnostic fee.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1/20/2023 I went to the service **** of Klein Honda on 1/18/2023 because the drivers door lock on my Honda CRV no longer locks or unlocks with my key fob or manually the key wont even go into the lock. Previously they installed a battery but that did not work they said I would need to reprogram it. Since I could lock and unlock the drivers door manually I didn't see the point in spending the money at the time. When I arrived at Klein on 1/18/2023 I explained the situation to the person who came up to my car and he tried the key and stated it could be something else. When they finished I went to the counter and they gave me a new key and said it doesn't work on the drivers door. I said the door locking and unlocking was the whole purpose of me coming in!! I ended up with a key I didn't need at all for $285.69. I feel completely ripped off! 1/19/2023 I called the service manager *********************** 3-times with no answer or call back. 1/20/2023 I went into Klein Honda service **** to return the key and get a refund or credit towards the actual problem which they said was the actuator for $400. The person at the counter was very dismissive he said he spoke to *********************** the service manager and he said no refund. When I asked to speak to the manager they said he was busy.

  

  Business response

  01/25/2023

  We have reached out to the customer in an attempt to refund her purchase.  After researching the visit, we handled her initial phone inquiry poorly.  Details were given, but not all details to one person.  Everyone thought they were helping,providing what the customer asked for, but being unaware of the full scope of her concerns.  *********** manager has offered to help with the price of the work needing completion, if She so desires, to make up for our poor performance.

  Customer response

  01/27/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is dishonest. I leased a car from them and they lost my paperwork. We returned to fill out the paperwork again and they lost it a second time and called me a third time to come back and fill it out again. I told them I would not do it again and they needed to find the paperwork. I had an appointment for service at 4 PM. They didn't start the appointment until 6:30 pm and they said it was because I was "next in line," but I had an appointment. Then they lied about how long the oil change would take (first saying 45 minutes, then 90, then 2 hours, then they said their technicians went home, then they said 25 more minutes. While my car was sitting there not being worked on). When I tried to speak with them about their lies, they told me not to come back. So they treat you badly, then they don't let you talk to anyone about it. They have no method for managing the service and they take your car from you for as long as they want and leave you stranded. I had my children with me and it was through dinner. They just let my kids go hungry by lying to me about how long the appointment would take. Then when I left, they told me which direction my car was. I went to speak to the manager and they said, "Ma'am, left is this way," as if I were lost. That's sexist treatment. Do they treat men that way when they go into the dealership? I don't think so.

  

  Business response

  01/25/2023

  We have addressed *************** experience in the Service Department.  After speaking with her on the phone, we understand her displeasure with how she was treated.  Our employee did not handle a very confrontational situation well. However, I believe this complaint was written prior to our conversation as most of the details or implications dont align with her visit.  In addition to apologizing, we have sent a written apology along with a gift card in an attempt to acknowledge our poor performance.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7-25-22 I called Klein Honda to get an oil change and check out my front passenger brake because it was making a weird noise and I thought maybe something got stuck or maybe it needed more lube. It took til 8-3-22 for an apt. The customer service is pure c*** and everyone you talk to, treats you like youre stupid! My car is a 2017, its had issues with running out of oil (which they said Hondas will burn 1 qt every **** miles, I dont know if its true) my fuel injectors have been changed out already which the issue to begin with was spark plugs but they couldnt figure that out, and I had to take it to another mechanic to figure that out, the tires had to be switched out when the issue was a wheel baring, but they couldnt figure that out, now the brake continues to make noise and they are the ones who installed them and lie about inspecting them. They want to nickel and dime you. Takes days to get in for an oil change. . Today August 16th I contacted Klein Honda and told them the brake noise is worse and had they inspected it when it was in their shop August 3rd, the issue would be fixed. ******* asked If I could bring it in the shop today, but i am working until 3:30 and he says its too late to come at or after 3:30 because techs leave at 4. I asked how would i get home and he said we can rent you a car for ***** a day and I said absolutely not am I paying for a **** car when you guys had it almost 2 weeks ago, you should have fixed the issue when i brought it your attention to begin with but instead they lied. there has been times they said they rotated my tires and charged me for it but never did it because i pay attention to the marks on the wheels to see if they are being honest. this company is false advertising with their lifetime promises and the manager will not return calls or make anything right.

  

  Business response

  08/18/2022

  Ms. ****** service history goes back five years.  Our Service Manager was able to speak with her and isolate her concern.  At the time of her last oil change, we were unable to duplicate the noise.  She has since had the needed work done, that has resolved the issue.  This complaint has been settled. 

  Customer response

  08/18/2022

   
  Complaint: 17725580
  
  I am rejecting this response because: Klein Honda did not fix the issue, I took my car to Marysville Honda to fix the issue and it costed me another $324.00. They said they resurfaced my rotors but ***** at Marysville Honda as well as the technician who looked at my car said they did not. Had Klein Honda took the time they would have found the issue quickly like Marysville Honda did. Im not happy with Klein Honda period. They are liars. They will never take any accountability for their actions. This isnt just about my brakes, Im treated crappy, I bought a brand new car from them, they have been c*** since the first service date Ive taken my car to them. But Ive had to use them because they are the only ones with the warranty I have on my car. Other Honda dealerships are not lifetime oil changes. They dont want to help people, they want to nickel and dime people. They make promises they cant keep. 

  
  Sincerely,
  
  ***************************;

*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. ↩