Apple Auto Group, Inc.

This complaint is under reviewOur Finance Manager at Apple Honda will contact customer to review

As *** ***, I met with (at the request of *** ***) her ***, *** *** ***. Our *** ***, *** ***, explained the work performed to the vehicle prior to *** *** accepting delivery and apologized for the confusion regarding the outstanding recall from
General Motors. I then explained the benefit package (six full details over three years, Autobutler paint protection application, Free lifetime towing in Suffolk County, and Nitrogen installation on all tires) that the $dealer fee includes. We are under no legal obligation to make disclosures on open recalls, but as a gesture of good will, we mailed to *** *** a certificate entitling her to two years free maintenance, a $value

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

While what Apple Honda states in their response is true, the response is mostly a reiteration of what I wrote in my original letter yet several issues are still unaddressed.  Further, the respondent is minimalizing the amount of time and effort made to receive any kind of response from Apple Honda and is not providing full disclosure on said responses. First of all, this incident occurred on May *; letters were to sent to Mr. F[redacted] and Mr. V[redacted] in May, August and November, 2016 – all of which went unacknowledged (with a claim they were never received.) I have never received any communication from Mr. F[redacted], the GM of this dealership. Respondent states he spoke to me personally – I spoke to Mr. V[redacted] on 11/**, only after my 4th phone call to the dealership. Respondent states he responded on email (while on a business trip) – this was only after I reached out to him again via email (after the 11/** phonecall) and after re-sending my original letter.  Respondent states he communicated he was personally handling the situation – while that may be true, I received NO communication from Apple Honda regarding Mr. V[redacted]'s follow up on the situation until AFTER I filed the Revdex.com complaint. Respondent states we repaired said vehicle at no charge – why would there have been an additional charge?  It wasn’t fixed correctly the first time and by a mechanic who admitted to me he had trouble hearing while riding with me in the car. Respondent states I was given their apologies – I asked to speak to someone for an explanation and quality control measures for the future – none was provided. I waited to speak to Chad but he did not come out that day, nor did we ever get to speak by phone.  The only person who apologized was John.  The explanation was only now provided in this Revdex.com response. This is the not the first time I had to bring back my vehicle for incomplete or faulty work (once in May 2016 and in November 2015) – the respondent doesn’t address the November 2015 situation at all. I asked for a partial refund of my bill for the May [redacted] service – this was not addressed but I was offered a $50 gift card for a future service and my “inconvenience” - Apple Honda has given me no valid reason to entrust my car (and personal safety) to them for a future visit as they had provided no timely explanation or quality control assurance for my vehicle and this incident. With this response and the unprofessional and disrespectful manner in which this incident and my concerns were handled, Apple Honda has made it clear exactly what my business means to them. I recently sent a prospective buyer to Bonnie C[redacted], who indeed leased a car.  I also recently contacted Ms. C[redacted] as my mother was looking to trade up her lease, and my nephew and I are shopping for new cars.  I told Ms. C[redacted] that because of the way I was treated, we would be bringing this business elsewhere. At the end of the day, this could have all been handled by a single personal exchange to provide a timely explanation, a sincere apology for my inconveniences and show value for my current and future business. Apple Honda performed incomplete work on (2) occasions and did not provide timely, professional or respectful follow-up and customer service to a loyal customer. 
Respectfully,[redacted]

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
[redacted] I [redacted] am faxing over two warranties that I was told by Paul W[redacted] Senior Business Manager of Apple Honda on 10/**/2016 that these policies could not be cancelled. One is Theft Deterrent Product Protection 5 yrs. Maximum Liability $10,000.00.  However, as I call the Technology Insurance Company, Inc.  on 11/*/2016 and spoke to the cancellation department Shelia this policy can be cancel that Apple Honda would have to submitted cancellation form to their company. This warranty cost $698.00.  The second policy question is Total Loss Protection Passenger Vehicles which is for 60 months and enrollment cost $699.00.  On 10/**/2016 spoke to a Sandra cancellation department and she stated “policy can be cancel within 30 days by dealership.”  I ([redacted]) was told by Mr. W[redacted] these two warranties cannot be cancel.  I need these two warranties cancel as well as the other warranties that Apple Honda & [redacted] already discuss would be cancel.  PS: I will be sending over warranties & original contractsThanks You[redacted]Plaintiff ###-###-#### 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

All products that customer ordered have been canceled and refunded.  The warranty has also been canceled and is in process.  When this refund is received it will be sent to her finance company, to pay, as this was part of her finance.

It is standard dealer procedure, through out the industry, to not quote taxes in lease payments.

Everything was clearly explained in the finance office to the buyer.  If she had questions and concerns about cost, trade value, taxes, and leasing information, this is where she should have asked questions or brought you along for clarity.  Perhaps she misunderstood, however she accepted the purchase.  We would call this a simple case of buyers remorse, but you are not the buyer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I ([redacted]) need to understand the message that Apple Honda sent back specifically.  One warranty was refunded to me.  There are 3 others that are pending refund.  One is for $699.00 the other is $675.00 and the last is for $698.00 these are all warranties.... just not one.  What finance company are they sending these warranties refund too. Be specific.  This has been a long process that hopefully will be clear up very soon....Thank You
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: On August [redacted], 2014, I have purchased a 2012 Chevy Cruze from Apple Honda, located in [redacted].Two weeks has passed by, and the check engine light came on.The next day I called up Apple Honda because I just got the vehicle from them.When I talked to one of the service representatives, she first said it was my responsibility to get in contact with [redacted].She then said I wasnt of age for a loner vehicle if the car had to stay in the shop to get fixed. After the service representative has told me this I was incredibly confused. Later that day I got in contact with the [redacted] in [redacted] and made an appointment.Upon bringing the vehicle there the service representative pulled up the history of my car, and he said there was a recall on the coil for the airbag.Prior to the purchase of the vehicle, I have asked the sales representative, [redacted], who was helping me to see the [redacted]. When he handed me the [redacted] information, it said there was a recall for the steering wheel airbag coil. When I spotted this, I kept searching the page and it didnt say the problem was fixed. I was worried, so I have asked [redacted] why havent they repaired the recall, and all he said was they did, however it wasnt updated on the sheet or it didnt go through their system yet. Before I purchased the car, I have asked [redacted] more than three times if it was completed, and he kept on insisting it was.Clearly it was never done. Honda just sold me a vehicle with an open recall.Prior to the purchase I paid $1000.00 prep fee that is supposed to cover all necessary repairs before the customer gets the car,that never happened.Turns out they committed fraud by charging the fee and saying the repair was done.How am I supposed to know if everything else they were required to do was completed? Also the fact that I was denied a loner car when the fee also includes that service if the car was in need of repair.Desired Settlement: I would like the dealer prep fee refunded. The fact that I was lied to about the recall being complete and them denying me a loaner vehicle constitutes fraud.

Business

Response:

As [redacted], I met with (at the request of [redacted]) her [redacted], [redacted]. Our [redacted], [redacted], explained the work performed to the vehicle prior to [redacted] accepting delivery and apologized for the confusion regarding the outstanding recall from General Motors. I then explained the benefit package (six full details over three years, Autobutler paint protection application, Free lifetime towing in Suffolk County, and Nitrogen installation on all tires) that the $995.00 dealer fee includes. We are under no legal obligation to make disclosures on open recalls, but as a gesture of good will, we mailed to [redacted] a certificate entitling her to two years free maintenance, a $445.00 value.

Review: Sold us a car at an agreed to price. Went over the figures several times agreed to what was needed for final price and a bank check, When we got to the finance person they added up the figures wrong and said we owed 1,000 more.This was after our down payment and put Insurance on the Vehicle.We rejected this practice and believe this is a scam that is being told to customers as an innocent mistake.Desired Settlement: Either a refund for my deposit or preferably the car at the agreed to price.

Review: I purchased my used 2010 Honda Insight, in cash, from Apple Honda on July **, 2013. I test drove the car, that was not cleaned yet as it was new to the lot. The car was filthy, smelled horrible, had a huge ink stain on the back seat and was missing a piece of trim on the outside roof which was in the hatchback. The salesman, [redacted], was very nice and assured us that the car would be spotless, fixed and like new upon pick up on Monday, July [redacted]. I asked if the car had blue tooth capability, which he assured me it did and he also informed us that this model was a certified clean pass vehicle.

We picked up the car on Monday and though much cleaner, the stain was was not able to be removed. [redacted] said to make an appointment for the following Monday to come in and have the car seat cleaned again. He told me that I'd have a loaner for the day. Once home, I realized that car was still missing the piece of trim on the outside, a chocolate stain on the headliner in the back seat AND, the car did NOT have a blue tooth. We also researched the vehicle and found out that it is NOT certified to be a clean pass vehicle.

I called [redacted] and told him that I was very upset about the missing blue tooth, as that was a selling point for me. He assured me that he would take care of it, but he had to talk to his boss, [redacted]. [redacted] told me to call HIM back at the end of the week and he would let me know when I could bring the car in to have the trim put on and the blue tooth put in. We never mentioned the clean pass certification as we had enough to deal with with just this. [redacted] instructed me to bring the car in on Tuesday for service, rather than Monday.

On Tuesday, July **, I brought the car in for service promptly at 9am as instructed. I dealt with Asst. [redacted]r [redacted]. [redacted] was polite when seeing my name was NOT on the service roster for the day. He checked with [redacted] and fit me in, telling me that I MAY not have the car back that day as he might have to order the trim. I told him I was prepared to have the loaner over night and that was fine. I got a loaner. I got a 2010 Honda Accord, completely loaded. It was a v6 and used DOUBLE the amount of gas as my insight. It was FILTHY. It smelled like smoke. There was food wrappers and half-consumed bottles of Gatorade under the seats. The back seat had glue and dried, spilled milk all over it. The center console contained melted pieces of chewing gum and an open pack of Newport cigarettes. The glove compartment contained McDonald's wrappers, condiments and various garbage which included someone's hospital bill. I decided I could deal with anything for one day.

[redacted] called me about noon that day to tell me that the car would not be ready that day, but on Wednesday because they ordered the wrong blue tooth for my vehicle and they needed a new one (funny that they ordered the wrong one when I was not even on the schedule). Then Wednesday, I was told that the stain would not come out of the seat and they needed to order a seat cover from Honda so it would be ready Thursday. Thursday I was told that the seat cover was shipped to the wrong dealership and that they needed another one and it would be ready on Friday. Friday I was told that seat cover did not come in on time and that the car would now be ready on TUESDAY.

On Tuesday, July **, I'd been driving the loaner car for as long as I'd driven my new car. I had spent nearly $60 in gas for the week. I waited for the call to come and get my car. My husband called the dealership and spoke to [redacted], who told him that the car was not going to be ready until July [redacted] as they were not authorized to order the seat cover until the previous Friday. At this point, my husband pointed out [redacted]'s lies as we were told that the cover had been ordered and delivered incorrectly. [redacted] started to get insolent which got my husband extremely angry. He demanded to speak to [redacted]'s superior. [redacted] refused, but my husband insisted that the [redacted] call him back.

"[redacted]" called my husband back. He was extremely rude and told my husband "If you're going to be an [redacted] you're going to get less than nothing from me." He told us that we were lucky to have a car at all - re: the loaner. When I was given THAT information, I went directly to the dealer and demanded to see [redacted]. I insisted upon complaining to the [redacted] of the dealership. [redacted] said he has had no problems with [redacted]. I said he did now. [redacted] again said I was lucky to have a car. I started to get loud. I was in the showroom, so [redacted] tried to backpedal me. He spoke to "[redacted]" and tried to give me the plethora of excuses which I immediately shot down as lies. I told him I wasn't interested in the blame game and that I just wanted my car. He offered to give me a check for $100 to cover the gas I had spent on the loaner *IF* my car was not finished by Wednesday, July [redacted]. I said that would help. He then got rude and said "That will "HELP?" When I told him that my husband was cursed at, and money does not negate horrible customer service, he got apologetic. He said that the car would be delivered to me wherever I was when it was finished and that someone would pick up the loaner. He shook my hand as he wanted to get me out of the dealership. I left, because I knew that there was no dealing with these people.

I immediately went home and filed a complaint with Honda corporate. It is July [redacted]. I have heard nothing about my car so far. I'm not expecting it today to be truthful. I will NEVER deal with this dealership again. I think that the whole team needs a seminar in customer service.Desired Settlement: I would like an apology for their actions. I do not want complimentary service from the dealership because I will never use them again for anything, but complimentary service from Honda for ANOTHER dealership would be wonderful.

Business

Response:

Thank you for bringing this to my attention. I am currently looking into this matter myself and I am sorry that you had the experience that you did. We here at Apple Honda have always maintained a great relationship with our customers over our 54 yrs in business. We do value your business and again thank you for bringing this to our attention. I personally would like to apologize for the inconvience that you have had. If you have any other questions or concerns please feel free to contact me.

Thank you,

Apple Honda

Review: On 5/**/13 I brought my vehicle to Apple Honda for repairs to my A/C system. I told the rep that the fan only blew on high, and that the air coming out was hot. The next day I spoke to the mechanic who told me that "miraculously" the blower was working on all speeds for which I asked if he was sure since it hasn't worked in months. He also said they could not find a leak in the A/C system and that it only needed Freon. In addition, he said that they could not change my oil because the oil plug was "missing" and said that whoever changed my oil last forgot to replace it. He said there was a "kit" that could be bought for $35 to fix this however Honda does not consider this a "permanent fix" and therefore if I wanted it fixed, I'd have to pay $605 for a new oil pan. I felt in that case to incur more money for them, this was an excuse, so I declined. I paid over the phone for the service, and went to pick up the car after hours. When I got in and started the car, not only was the blower NOT working on all speeds, it was blowing hot! Meanwhile I was told that the air was blowing below normal at 42 degrees after they claim the Freon was put in! They claimed to have rode around in the car and the air was blowing fine, meanwhile when I started the car, it was hot! Since I felt this was inferior work, I took it for a second opinion at CD Automotive who told me that I needed a whole new blower motor, and my A/C had a SUBSTANTIAL leak! The mechanic said that had the hoses been removed during the initial inspection, it should have been seen by the Honda mechanic. Also, I was told that an oil plug replacement kit was considered permanent and they did this for me as well. They did the job to complete satisfaction whereas Honda did not. Honda was more concerned with "additional" issues that would total over $3000! My credit card company would not intervene in this case and therefore I have turned to the Revdex.com. I did notice on your site that Apple Honda received a D- ratingDesired Settlement: We paid $315.47 for an inferior service. The only thing done to satisfaction was the inspection for $37. Because Honda did not perform the work as they should have, and I felt a second opinion was necessary, I feel they should refund the cost minus the inspection fee. After feeling like I was being taken advantage of by Honda there was no way I was comfortable having them take the car back in again.

Business

Response:

Thank you for making us aware of this concern. We have the service management team looking into this situation. Once we have investigated this matter further we will be in contact with the customer.

Thank you,

Internet Sales Manager

Apple Honda

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I have never received any correspondence from Apple Honda either by phone or mail regarding this situation. Apple Honda's response to the Revdex.com's inquiry stated that they would be "looking into it" however they have never contacted me at all.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Apple Auto Group, Inc. regarding complaint ID [redacted].

Sincerely,

Review: I came into Apple Honda on 6/**/15 to purchase a vehicle and explained the urgency as I was scheduled to report to base within 3 days of the visit. After finding a vehicle that fit my needs we tried pricing out the vehicle to see if I could afford it. In order to get the monthly payment down to a manageable amount, the [redacted] said he would knock the price of the down payment down a thousand dollars so the payment would remain the same but less money out of pocket initially. I told them I would get back to them the next day and I did via phone on 6/**/15. During this phone call with [redacted] I left the deposit on the vehicle under the condition of the price we worked on the day before. So on Monday, 6/**/15, I went to pick up the vehicle and understandably the [redacted] was having trouble finding me financing since I was a victim of Identity theft. He stated that if I do the original two-thousand down I can get the financing I need so I did it. As I was nervous because I had to leave that night to get to my base in [redacted] Virginia, I signed everything. What I didn't realize was that the [redacted] had added the thousand they took off the price back to the car but I thought the price difference was only due to the 3-year extended warranty I purchased because I was so flustered with teh prospect of not having a car and being kicked out of the army for not reporting that night. When I had my boyfriend contact them while I was driving home from the dealership(a two hour drive) to get an answer on it, they were being very dodgy and have not returned any phone calls since. I am at a loss of words when it comes to their deceptiveness and dishonesty. I thought the salesman, [redacted] would be on our side but he was defending the [redacted] saying we should have read it more carefully before signing. In all honesty I did not think they would be capable of deceiving a person serving their country like this, especially when they knew my finances were so tight until I get a higher paygrade later this year. The 1000 is a large amount to have financed over 60 months and it does play a factor when I am living pay check to pay check on base.Desired Settlement: I wish to have the total loan amount adjusted by 1000 to be the amount for the car on which we originally agreed or at least the extra 1000 back from the down payment.

Business

Response:

After careful review of the [redacted] transaction, we see that due to [redacted]’s credit history, she did not qualify for original interest rate that her quoted payment was based on. A co-buyer was also needed to sell her the vehicle.[redacted], our [redacted] reviewed all documents, including the extended warranty that was signed by buyer with full knowledge and forethought.The buyer's, [redacted] and [redacted], purchased a quality vehicle that was inspected by Apple Honda and we feel we have satisfied our obligations as a dealer.Should [redacted] or [redacted] have any questions they should call me directly as the [redacted]

Review: I leased a car from Apple Honda in 2012. I recently went back in February to discuss having them buy me out of my lease for a new lease. My first lease would have been up in April 2015 and I was over the mileage. I routinely received mailing from Honda and other Dealerships ([redacted], etc) with offers to buy me out even if I was over my miles. I went back to Apple Honda because I wanted to build some loyalty and we were happy with the first experience. I explained that I didn't want to pay for the miles, and asked several times if they were going to cover it. Each time I asked the sales person said they would. HE even made a comment that we must have had a bad experience prior to this if I was asking about it so often. Everything went fine with the lease and in late March I got a bill from Honda Financial with a bill for the remaining miles. I have spoken to the sales and financial rep at Apple Honda and they remember the conversations but say since it wasn't in writing on my paperwork they would not honor the verbal agreement. I am extremely unhappy with the way I have been treated post sale. We shook on this deal and now they are not honoring a standard lease practice. I would have gone to another dealership that would have covered my mileage overage.Desired Settlement: I would like for them to honor what we agreed to - covering my mileage overage

Business

Response:

This complaint is under review. Our Finance Manager at Apple Honda will contact customer to review.