Stephanie Rivera

Broken Trust at Bay Ridge Honda – Sales Management On August 13, 2025, I brought my 2017 Honda Pilot in for service and was told it needed a $14,000 transmission repair, just one month after my warranty August 13, 2025, I brought my 2017 Honda Pilot in for service and was told it needed a $14,000 transmission repair, just one month after my warranty expired. With school about to begin and needing reliable transportation, I went on Bay Ridge Honda’s website and found a 2023 Honda Passport Elite (HondaTrue Certified Pre-Owned) within my budget. I trusted Bay Ridge Honda because my first purchase years ago had been positive, and I even left them a glowing review at that time—which I now regret, because it was based only on the sales process, not on true follow-through. Before the sale, I was given a Carfax report showing no accidents or structural issues. But after purchasing, I received Honda’s welcome letter for MyGarage.Honda.com, where I discovered two chassis pull entries in the service history. Under Honda’s own rules, a car with structural damage cannot be sold as Certified. This directly impacts both the value of my car and the security of my investment. On September 12, 2025, the General Manager responded in writing, stating that the chassis pulls had been entered in error. He assured me that he would have Honda correct the records in their system and provide a letter confirming that no chassis pulls or structural repairs had ever been performed. In good faith, I submitted the following resolution requests multiple times: Correction of Honda’s records with written proof that no structural repairs were done OR a fair remedy: refund, replacement vehicle, or financial adjustment to protect the value of my investment Despite these reasonable requests, no correction or letter was ever provided. I was left with no choice but to escalate this matter to outside agencies. As someone who has worked in the hospitality industry for over 10 years, I know that true customer service does not stop after the sale—it means keeping customers informed, even if a resolution takes time. That is what builds trust and loyalty. Bay Ridge Honda did the opposite: they were quick to make a sale and secure a positive review, but unwilling to stand by their word when a serious issue arose. They even stopped communicating altogether, leaving me without answers or accountability, even if a resolution had not yet been reached. This vehicle is my only means of transportation. I work as a teacher aide for special needs children, and I also care for special needs children at home. Dependable transportation is not optional—it is essential to both my work and family responsibilities. I am deeply disappointed for placing my trust in Bay Ridge Honda. What I thought would be a dependable second purchase has left me questioning their honesty, their certification process, and even my original Pilot diagnosis. I cannot recommend them. — Sandie GB More

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