Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

  Business Response

  Date: 05/05/2025

  EMAIL FROM THE CUSTOMER, he also plans to withdraw the complaint.

  From: ****** ******* <******************************************>
  Date: May 5, 2025 at 10:51:08?AM CDT
  To: **** **** <******************************************************************>
  Subject: Re: Cancellation Policy
  ?Mr. ****,
  
  Thank you very much for fixing this issue. Rest asure that my confidence is back at Gillman knowing that management leaders like you can make things right when needed.
  
  I was able to sign the form attached. Please let me know is there is anything else needed on my end.
  
  Thank you,
  ****** Sanchez 
  

  
  

• Initial Complaint

  Date:01/23/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I understand that this resolution is the most the business is able to provide me. While I am not satisfied with the situation, I accept the resolution.  
  
  
  
  
  
  
  
   
  will find out information and call me back, only to not call back until I contacted her again. Then I decided to get in contact with her boss and he told me similar things, they are waiting on parts and do not have an estimated time of arrival. With no information I was left to wait and every call made to Honda I was told the same thing, they know nothing and can't help. I was not offered any compensation like a loaner car for the inconvenience (they stated multiple times that they knew this was taking longer than it should). I am going to be expected to pay a $1000 deductible as well for the repair as well. I have been paying my insurance and car payments over the past 5 months on a car I have no access to as well. So in summary, I have been drained financially, forced to wait for an unknown amount of time on a car repair, and the accident was likely caused by the recalled steering gearbox.

  Business Response

  Date: 01/27/2025

  Miguel
  ********,

  Thank you for bringing your concerns to our attention, and
  we sincerely apologize for the inconvenience you experienced during the repair
  process. We deeply regret the delays and communication issues you faced and
  want to assure you that we have addressed the matter.

  
  As of now, the issue with your 2023 Honda Civic Type-R has
  been resolved, and the repairs have been completed. We understand how
  frustrating it must have been to wait an extended period, especially given the
  circumstances involving the recalled steering gearbox and seatbelt safety part.
  Unfortunately, parts availability and supply chain delays are sometimes beyond
  our control, but we strive to minimize the impact on our customers whenever
  possible.
  Regarding the communication challenges you faced, we have
  reviewed this internally and taken steps to improve our processes to ensure
  that updates are provided more promptly in the future.
  We also want to acknowledge the financial burden you endured
  during this time, including your ongoing payments and insurance costs. While we
  did not offer a loaner vehicle during the repair period, we are actively
  reviewing our policies to better accommodate our customers in similar
  situations moving forward.

  
  We value your business and appreciate your patience
  throughout this process. Should you have any further concerns or need
  assistance, please don’t hesitate to reach out to us directly at 713-776-4900.

   

  Daryl K. *********
  General Manager
  Gillman Honda Houston
  d*********@gillmanauto.com

  
  

• Initial Complaint

  Date:08/14/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2004 Honda Odyssey from Gillman Honda on Tuesday July 23 at between ******* pm. I needed to take the car home but the dealership service station was closed. To make the deal happen, the sales manager and sales ***resentative colluded to make up/falsify a Texas state inspection even though a certified mechanic was not available. DOT law states a inspection must be completed before a car can be purchased and driven off the lot. This is a clear violation of state law.Since the service department was closed, who did the inspection on my car? If employee clocking time is verified, one would see that no certified mechanic was around or on the clock at the time i purchased the ****** addition, both the sales manager and sales *** assured to me that they will find the original keys since they could not be located on the evening i purchased the car. Both gave me their word that they would look for the keys. I would not have purchased the car if they had not given me their word. Their word assured me which is why i went thru the deal. Few days and weeks later, i still have not received the 2 original key sets and struggling to use only one duplicate key. Because of their words, i continued with the transaction. There were s

  Business Response

  Date: 10/23/2024

   

  Gillman Honda has met with customer and it was determined that the best solution was to return funds to consumer and return of vehicle to dealer.

   

  This was completed immediately when concern was raised to dealer.

   

  This transaction is completed and no further issues remain between both parties.

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  le.
  
  I am seeking assistance in resolving this matter and would like to request:
  
  An immediate update on the status of my vehicle and a clear explanation of the delays.
  Prompt action to address the service needs of my vehicle.
  Assurance that my future communications will be handled in a timely and professional manner.
  Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this issue.

  Business Response

  Date: 09/05/2024

  Donald ****** has been in communicating with Mr. Jhonny ******* daily since finding out about the claim. All documents sent into the warranty
  company, and we are currently waiting for approval. We are asking for this BBB
  claim to be respectably dismissed. Donald and Jhonny are still communicating daily. 
  On 8/29/2024, Gillman Honda received notification the engine replacement
  approval by the warranty company. 

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase was made on 03/22/2024, I am extremely dissatisfied with the issues I have encountered with my recently purchased vehicle. This is the second time I will be bringing the car in for an issue, and it's unacceptable that I have to deal with this so soon after purchasing a 2022 pre-owned certified vehicle with 41,800 miles.After a rainstorm, I found standing water in the rear door panel of the car, even though the window, door, and sunroof were fully secured. I am not happy with the sales rep's response, stating that the issue may not be covered under warranty, and that I may not be able to get a rental car while my car is in the service department or If I do it may be at my own expense. I expect better treatment from a dealership and believe that any issues with a newly purchased pre-owned vehicle should be covered under warranty, without question. I have made an appointment to bring the car in for service, but I have serious concerns about the possibility of having to pay for repairs that have nothing to do with my actions. I am not willing to accept that I will be responsible for any costs associated with this issue, as it was clearly present before I purchased the car which leads me to believe that the issue is/was a known issue as this car was supposed to be a pre-owned certified vehicle. I would think that the dealership would take responsibility for this issue and works with me to find a satisfactory resolution. When I took the car in I was told it would cost 195.00 to look and see if its covered under warranty?!?!?! The service department wanted to charge me to look at the issue when I just bought the car from them. This type of issue should be covered under warranty. or at least they should look and see. I will escalate my concerns to upper management and attorney to ensure that I am not responsible for any costs associated with this issue. I tried to set an appointment, but they want to charge me to look at it. I haven't even received my plates yet!

  Business Response

  Date: 06/04/2024

  Good Afternoon,

  I apologize for the inconvenience and not responding in a timely manner.  Unfortunately, the email was sent to my junk inbox and went unnoticed.  At this time the customer has been contacted and has an appointment to come to the dealership this coming Friday to resolve the issue.  Thank you for giving us the opportunity to correct the situation.

• Initial Complaint

  Date:04/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Ridgelineon March 22, 2024. Based on my contract the list price is $48,634 with nitro fill $299 accessories $499 subtotal $49,431 tax and title etc $3569 extended warranty $1967 limited maintainance plan $995 key replacement $599 windshield $984 tire $1999 theft/gap$699 total purchase price $60;235. I gave $20,000.00 downpayment so I can get a good deal on financing and also I have a very good credit but still the.interest is still 4.9%which I thought was 2.9 percent or lower. Total financed price $65,540 which is a lot considering my downpayment. The service contracts was not signed by the finance officer and also not very clear. Actually at first he showed a paper with all the packages but no pricing on each one of them. He was always telling me I’m here to help you which actually not. I agreed to get the best package because he told me that I needed for peace of mind not very smart of me. When we left his office he rolled the contract tightly put in the envelopsecured with staples. Had sleepless nights thinking about my experience. I felt like I was taken advantage of and a victim.

  Business Response

  Date: 05/07/2024

  Gillman has reached out to the customer to address Ms.
  ********** concerns.  Our Sales Manager
  called the customer to review the contract and to address any possible
  remaining concerns and/or questions.  Customers
  needed time reflect on the information provided.  Gillman followed up with her a week later to
  make sure she didn’t have any further questions or concerns.  The customer no longer has any questions at
  this time.  Gillman and the customer have
  closed this matter.  

• Initial Complaint

  Date:09/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:

  I was contacted by Donald at Gillman Honda and He agreed to have AC compressor replaced as he did some research and realized that the part is under warranty from the manufacturer. He also stated that I would need to cover the labor charges costing $500 plus refund the diagnostic fee of $185 which was paid. I agreed to this and will now close my complaint.

  This letter is to inform you that Gillman Honda Houston Southwest has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/15/2023 and assigned ID *********
  
  
  
  Regards,

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

  
  ke my call, told the compressor is again bad and I would have to pay $1900 to have it fixed. When asked about the warranty she said it is no longer under warranty. I told her I am not going to do repair again and ended the call. My husband called and spoke to Donald the Supervisor and when he looked in the system he confirmed it was still under warranty. He called back 2 hours later and stated it was not under warranty and we would have to pay. After declining to pay another $1900 they said I would have to pay the diagnostic fee of $185 to get vehicle back. Total paid $2355.86 and I have no AC working in the car. I would like a refund so I can take my vehicle and have it repaired elsewhere. Also want to know the name or manufacturer of the part used. This is a violation of the ***** ********* ***** *********, and I am requesting a full refund. I have also had to pay over $215 to get a rental to use for work and I also need that to be refunded. Total paid to date $2355.86

  Business Response

  Date: 09/20/2023

  BBB Case Number: 20608784
  
  Gillman Companies is in receipt of the above-referenced
  customer’s complaint and appreciates the opportunity to respond.
  
  Beginning July 8, 2022, the vehicle in question
  had a recorded 160,242 miles. The vehicle came in for an air conditioning concern,
  the vehicle was not cooling.  After
  inspection it was found that the air conditioning condenser was leaking.  After we replaced the condenser one of our technicians
  noted that the air conditioning compressor had internal failure. We replaced it
  with an aftermarket compressor with a 12-month parts warranty. The customer was
  informed the compressor was an aftermarket compressor and that the warranty would
  only cover the part up to 12 months. In addition, the warranty would not cover any
  additional labor. Due to the price difference between the OEM and aftermarket, the
  customer chose the most cost-efficient choice.
  
  The next occurrence took place on December 7, 2022,
  the vehicle’s milage was recorded at 165,974 miles.  The vehicle’s air conditioning was blowing hot
  air.  After an inspection, we found there
  was a failure with the air compressor. Which was considered parts and covered within
  the 12-month warranty and the compressor was replaced as originally quoted.  The labor was valued at $1,027.29, though the
  customer was offered a discounted price of $650.00.  The customer agreed on the price.
  
  The third occurrence took place on September
  13, 2023, the vehicle was recorded with 173,827.  The air condition compressor had failed again.
  The 12-month warranty expired on July 8, 2023. 
  At that time the customer declined any additional repairs.
  
  On September 14, 2023, the customer was contacted
  by Gillman’s Service Manager to explain the warranty expiration of the aftermarket
  compressor purchased on July 8, 2022. The customer declined any additional
  repairs to the vehicle at that time.  On
  September 15, 2023, the customer was called again and offered an additional
  $500 discount for the replacement of an OEM compressor to resolve this issue.  At that time the customer declined the offer.