I (Larry L[redacted], Sales Manger) spoke with Mr [redacted] on 4-3-17 when he came in response to an email blast we had sent out to customers looking for inventory to acquire. When I looked at his 2014 Honda Accord, I told him the miles on his vehicle were more than we were looking for. At that time he...
wanted to know his options as he had 2 months left on his lease contract. I instructed him he could continue driving it for the remainder of his term. He told me he had several vehicles at home and really had no need to keep it. I also told him we did not inspect the cars for lease turn-ins, that there was a 3rd party company that would come to his work or home to do so. I told Mr. [redacted] no less than 4 times that it was not necessary to ground his vehicle at this time. At no time did I tell him that we would take the car to be inspected and call him with options. It was made very clear that the car would be grounded at that time at his request. He was even handed his license plate and a release form. Several days later after Mrs [redacted] sent an email unhappy with what transpired and wanted to come back and pick her car back up stating she did not want to pay for a car she did not have. I called Honda and got the ground reversed. This is the 1st time in the companies history this has been done. Meaning the [redacted]’s could come pick up the car and drive it for the remanding 2 months. To whom it may concern, [redacted] called me (Tom C[redacted], GSM) to ask if we would pay the last 2 months of the contracted lease. I explained that her husband was well aware that we were grounding his vehicle and he would be responsible for the last two payments. I explained that the email she received from her salesmen was a mere solicitation and not directed from Honda Motor Company to turn in the car. I explained to her that her lease agreement was with Honda Finance and was for a full 36 month term as shown in the contract. I didn’t feel that our staff did anything wrong in this situation and would not be paying the remaining payments. She asked for and received Honda’s customer phone number. She was going to call and see if they would waive that last 2 payments. We are still waiting on Mrs [redacted] to let us know whether we should re-ground her lease or if she is planning on picking up the car and driving it for the remaining 2 months. Currently the vehicle is on our lot. Per her previous email that initially was her intention to drive the vehicle for the remaining term. Sincerely Tom C[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
[redacted] purchased a used non certified 2015 Honda Fit EX from our dealership on 9/21/2015. These non-certified vehicles at our dealership as with are sold either AS IS or with the balance of factory warranty. This purchase specifically was a balance of factory warranty sale. The factory...
warranty from Honda does not cover tires or brake rotors and of course body work. Typically before purchasing a used car customers do their own diligence and test drive the vehicle prior to taking delivery. Mr [redacted] was offered and encouraged to test drive the vehicle and he declined. Our dealership also has a well lit delivery area where customers are permitted to look the vehicles over prior to driving away. At this point it would seem that Mr [redacted] also did not take advantage of this opportunity.In the coming days after he took possession of the vehicle Mr [redacted] called to complain that his car had a rough ride. While the dealership was not obligated to make a used car new we did replace two tires and turn the brake rotors as an act of good faith. Our hope at that time was to maintain good customer relations with Mr [redacted]. My guess is that if [redacted] had test drove the vehicle prior to taking delivery any issues with the ride of the vehicle would have been headed off or addressed at that time.[redacted]'s current issue with the vehicle is that there is some poorly repaired body work done to the vehicle. Our dealership does not have a body shop and has never done any body work to this vehicle. Body damage has never been noted on the vehicle by any of our technicians. The repair order produced by our original used car inspection makes no note of body damage or prior body work as well as the repair order produced when we replaced the two tires and turned the rotors. On a side note, the vehicle had a clean CARFAX history report when we sold the vehicle and still does today. With all that being said, as another offer of good faith on Mr [redacted]'s most recent visit to the dealership we buffed out some of the surface scratches he had pointed out. We also offered to have the damage repaired at our cost and split the bill with him. He refused the offer.Honda of Fishers finds its customers to be the lifeblood of our business and strives daily to maintain high customer service scores. [redacted] purchased a used non certified vehicle from us literally without doing any inspection of his own. We have done our level best to comply with his demands post sale.
The issue was resolved before the complaint was issued. We have spoken to [redacted] multiple times and she has promised she had been in touch with representatives from Revdex.com to take down the complaint. Here is one of her responses from her experience" Mike G[redacted] is the best salesman. He...
handles everything with care. Honda goes the extra mile to make sure you are completely satisfied. Thank you so much for caring" Facebook review. "5.0 out of 5.0Buying a vehicleby [redacted] from Noblesville | May 29, 2016Mike G[redacted] goes out of his way to help you get what you want. No pressure selling either. They helped me find the perfect vehicle and helped me get out of the car I was in." cars.com dealer reviews Hopefully this matter can be taken care of asap.Thank youBrian[redacted] Read more at http://www.cars.com/dealers/80399/honda-of-fishers-/reviews/#DIIXiySX7k7qlh55.99
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that if Honda of Fishers agrees to pay 1/2 of the damage as they already offered I will accept this offer. I did not have Tom Crawley's email address to copy him. Please call me at 317[redacted] to make arrangements for this to be done.
Regards,
[redacted]
I (Larry L[redacted], Sales Manger) spoke with Mr [redacted] on 4-3-17 when he came in response to an email blast we had sent out to customers looking for inventory to acquire. When I looked at his 2014 Honda Accord, I told him the miles on his vehicle were more than we were looking for. At that time he...
wanted to know his options as he had 2 months left on his lease contract. I instructed him he could continue driving it for the remainder of his term. He told me he had several vehicles at home and really had no need to keep it. I also told him we did not inspect the cars for lease turn-ins, that there was a 3rd party company that would come to his work or home to do so. I told Mr. [redacted] no less than 4 times that it was not necessary to ground his vehicle at this time. At no time did I tell him that we would take the car to be inspected and call him with options. It was made very clear that the car would be grounded at that time at his request. He was even handed his license plate and a release form. Several days later after Mrs [redacted] sent an email unhappy with what transpired and wanted to come back and pick her car back up stating she did not want to pay for a car she did not have. I called Honda and got the ground reversed. This is the 1st time in the companies history this has been done. Meaning the [redacted]’s could come pick up the car and drive it for the remanding 2 months. To whom it may concern, [redacted] called me (Tom C[redacted], GSM) to ask if we would pay the last 2 months of the contracted lease. I explained that her husband was well aware that we were grounding his vehicle and he would be responsible for the last two payments. I explained that the email she received from her salesmen was a mere solicitation and not directed from Honda Motor Company to turn in the car. I explained to her that her lease agreement was with Honda Finance and was for a full 36 month term as shown in the contract. I didn’t feel that our staff did anything wrong in this situation and would not be paying the remaining payments. She asked for and received Honda’s customer phone number. She was going to call and see if they would waive that last 2 payments. We are still waiting on Mrs [redacted] to let us know whether we should re-ground her lease or if she is planning on picking up the car and driving it for the remaining 2 months. Currently the vehicle is on our lot. Per her previous email that initially was her intention to drive the vehicle for the remaining term. Sincerely Tom C[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.
Regards,
[redacted]
[redacted] purchased a used non certified 2015 Honda Fit EX from our dealership on 9/21/2015. These non-certified vehicles at our dealership as with are sold either AS IS or with the balance of factory warranty. This purchase specifically was a balance of factory warranty sale. The factory...
warranty from Honda does not cover tires or brake rotors and of course body work. Typically before purchasing a used car customers do their own diligence and test drive the vehicle prior to taking delivery. Mr [redacted] was offered and encouraged to test drive the vehicle and he declined. Our dealership also has a well lit delivery area where customers are permitted to look the vehicles over prior to driving away. At this point it would seem that Mr [redacted] also did not take advantage of this opportunity.In the coming days after he took possession of the vehicle Mr [redacted] called to complain that his car had a rough ride. While the dealership was not obligated to make a used car new we did replace two tires and turn the brake rotors as an act of good faith. Our hope at that time was to maintain good customer relations with Mr [redacted]. My guess is that if [redacted] had test drove the vehicle prior to taking delivery any issues with the ride of the vehicle would have been headed off or addressed at that time.[redacted]'s current issue with the vehicle is that there is some poorly repaired body work done to the vehicle. Our dealership does not have a body shop and has never done any body work to this vehicle. Body damage has never been noted on the vehicle by any of our technicians. The repair order produced by our original used car inspection makes no note of body damage or prior body work as well as the repair order produced when we replaced the two tires and turned the rotors. On a side note, the vehicle had a clean CARFAX history report when we sold the vehicle and still does today. With all that being said, as another offer of good faith on Mr [redacted]'s most recent visit to the dealership we buffed out some of the surface scratches he had pointed out. We also offered to have the damage repaired at our cost and split the bill with him. He refused the offer.Honda of Fishers finds its customers to be the lifeblood of our business and strives daily to maintain high customer service scores. [redacted] purchased a used non certified vehicle from us literally without doing any inspection of his own. We have done our level best to comply with his demands post sale.
The issue was resolved before the complaint was issued. We have spoken to [redacted] multiple times and she has promised she had been in touch with representatives from Revdex.com to take down the complaint. Here is one of her responses from her experience" Mike G[redacted] is the best salesman. He...
handles everything with care. Honda goes the extra mile to make sure you are completely satisfied. Thank you so much for caring" Facebook review. "5.0 out of 5.0Buying a vehicleby [redacted] from Noblesville | May 29, 2016Mike G[redacted] goes out of his way to help you get what you want. No pressure selling either. They helped me find the perfect vehicle and helped me get out of the car I was in." cars.com dealer reviews Hopefully this matter can be taken care of asap.Thank youBrian[redacted] Read more at http://www.cars.com/dealers/80399/honda-of-fishers-/reviews/#DIIXiySX7k7qlh55.99
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that if Honda of Fishers agrees to pay 1/2 of the damage as they already offered I will accept this offer. I did not have Tom Crawley's email address to copy him. Please call me at 317[redacted] to make arrangements for this to be done.
Regards,
[redacted]