Russell & Smith Honda

Complaint Regarding Vehicle Purchase – Russell & Smith Honda, Houston, TX I am retired and on Social Security Disability. I purchased a 2026 Honda CR-V with a sticker price of $32,315. I was told I could only receive the 2.99% APR if I purchased two warranties: GAP coverage and a maintenance plan to 60,000 miles. On my contract, it shows the following: - Debt Cancellation Agreement – $1,500 - Honda Care Contract – $1,500 - GAP Insurance – marked “Not Applicable” - No extended warranty is listed What I actually received was different: - No Debt Cancellation coverage - No Honda Care contract - GAP Insurance – $1,500, only for 48 months (loan is 60 months) - Extended Warranty – $4,342, for 60 months/50,000 miles (not itemized anywhere in my contract) For comparison: - On my previous new automobile purchase (a 2026 Subaru Forester, less than a year earlier), I put $6,000 down, had a 4.99% APR, and financed $26,428. - On this purchase (the Honda CR-V), I put $7,000 down, financed $41,774 at 2.99% APR— bringing the cost close to $50,000, far above the $32,315 sticker price. In addition, I did not receive several standard documents, including: - Bill of Sale - Odometer Disclosure - Application for Texas Title - Temporary Buyer’s Tag Receipt - Title Application The day after purchase, I returned to the dealership to question the discrepancies. I was told they were too busy to meet with me. I returned again the following day and waited over four hours but was never helped. I have since sent certified letters to the General Manager at Russell & Smith Honda, the Texas Attorney General’s Office, Honda Automobile Customer Service, and the Better Business Bureau, but I have not received resolution. I am waiting for a response. Short Bulleted Summary Complaint – Russell & Smith Honda, Houston TX - Retired, on Social Security Disability. - Purchased 2026 Honda CR-V (sticker $32,315). - Told 2.99% APR required buying GAP + maintenance plan. Contract shows: - Debt Cancellation – $1,500 - Honda Care – $1,500 - GAP Insurance – “Not Applicable” - No extended warranty listed What I actually received: - No Debt Cancellation - No Honda Care - GAP Insurance – $1,500, only 48 months (loan is 60 months) - Extended Warranty – $4,342, 60 months/50,000 miles (not on contract) Comparison: - Previous new auto (2026 Subaru Forester): $6,000 down, 4.99% APR, financed $26,428. - Current Honda CR-V: $7,000 down, 2.99% APR, financed $41,774. Missing documents: - Bill of Sale - Odometer Disclosure - Application for Texas Title - Temporary Buyer’s Tag Receipt - Title Application Follow-up: - Returned to dealership twice, refused help (waited over 4 hours). - Sent certified letters to General Manager, Texas Attorney General’s Office, Honda Automobile Customer Service, and BBB. - Waiting for a response.

Really great customer service Raul help a lot to find something alike and I need

Very professional. They helped me with my disabled car, clearly explained the quote to diagnose the issue and the problem once it was found. They kept me up to date on parts delivery dates too.

A very terrible experience with Russel and Smith. The floor manager today 09/13/2025 is totally untrained and lacks the ability to talk things out with customers. This manager needs to be sacked to help Russel and Smith grow. He is totally inhumane!

Great costumer service! Maintenance job completed in time. Thomas Nguyen gave me details on what is going to be done including recall fix.

They have always been helpful and accommodating, when I have had issues while in Houston, which gives me confidence and comfort while on the road during my travels.

Service was great Very satisfied with how fast it finished I liked having a good cup of coffee in the morning Jessica was very professional

Joe Fitzgerald and Gerardo were fantastic and took care of my vehicle issue very professionally and in quick time. They are the best. Thank you Joe and Gerardo

I went in for an oil change, it was at a good timing. Great customer service, Andrew Baldez was great, he helped me out.

Service Advisor Gerardo Cabral is excellent. He’s the reason I always choose your shop.