Initial Business Response /* (1000, 5, 2015/06/02) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rockhonda.com
We definitely apologize for any inconvenience or confusionAdvise the guest we will replace the windshield for themPlease Give ***
or *** a call at XXX-XXX-XXXX to schedule an appointment
Initial Business Response /* (1000, 8, 2016/07/11) */
We offer our apologies to Ms*** for any misunderstandingsMaintenance is not included with the purchase of a new / pre-owned or certified vehicleIt is an available option for purchase in addition to the amount of the vehicle
Unfortunately, the lender would not allow the purchase of any additional accessories or insurance policiesThe service Ms*** had completed was a minor service which incudes a synthetic oil and filter change, brake inspection, tire rotationWe are willing to either refund her the $or take care of her next service
Initial Consumer Rebuttal /* (2000, 10, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I want is a refundAs for my maintenance I will take my business else whereCheck is to be maid payable to *** *** and mailed to XXXXX *** Ave*** CA XXXXX
Unfortunately we were unable to obtain financing for the client, we went over the options that would have been available to the guest at the timeOur apologies if anything sounded like anything other than thatThe law requires we review all options available to the guest
Initial Business Response /* (1000, 16, 2016/01/27) */
Hi ***
Thank you for taking my call today, here is our initial response to complaint #XXXXXXXX
If I remember correctly he was concerned about the fact we contacted him in regards to him owing an additional $towards his down
paymentOur internet director contacted him and explained it was an error on our partWe also gave him his first three services complimentary as our apologyPlease let me know if you need anything other informationHe was pleased with the resolution from what I understand from my internet director
Thank you,
*** ***
Rock Honda
Initial Consumer Rebuttal /* (2000, 18, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally got the general manager on the phone and I believe he did resolve the issue with the down paymentI would like to add though, when she says they gave me three complimentary services that's garbageI did get the certificates for oil changesBut they expire days from when they were issued (December 22, 2015)Obviously, there's no way I could use themOnce again, this was the worst experience my wife and I have ever had at a car dealership!
Final Consumer Response /* (2000, 6, 2016/07/13) */
Please close the case, as the representative Avon called me yesterday in regards to picking up the checkI will be picking up the check today July at PMBut if anything else can be compensated that would be great
Initial Business Response /* (1000, 9, 2015/05/18) */
We refunded the total amount which was actually $450, the check was mailed out on Friday 5/
Initial Consumer Rebuttal /* (2000, 11, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally
received the refund checkThank you
Initial Business Response /* (1000, 10, 2015/10/27) */
Good afternoon,
Sorry for the late reply, the individual who generally handles these claims has been out ill
We have looked into this claim and the details for the customer account of *** ***
Vehicle price
$20,(included with- Customer add-ons; Theft Deterrent, Gap Protection and Extended Service Contract)
Taxes $1,(Sales, Government/Reg fees and Doc/EVR charge)
Trade in $-7,(Customer was negative $7,on the vehicle she traded in, Rock Honda covered $of that amount)
Down Payment $1,
Balance remaining $27,(Signed amount by the customer)
As for the claims the Ms*** is making in regards to the interest rate she received, that rate is determined by their credit score
When a customer purchases a car with a high interest rate, our team does advise the customer, after a period of time of making their payments on timeTo come back and seek, if there are now eligible to refinance their loan and get a lower interest rateWe are looking out for the customers best interest
Resolution: We are not looking to disappoint or frustrate this customer but there in nothing we can do for the negative amount of her TravehicleThis is explained in full detail during the time of signing
Please let me know if you need any further information in this Claim
Warm regards,
*** ***
Initial Business Response /* (1000, 17, 2016/05/05) */
Case number#*** ***
When the vehicle was purchased, there was a manufacturers warranty remaining on the vehicleShe bought the car with 32,miles, the manufacturers warranty would have expired at years or 36,miles
whichever comes firstHowever, Ford offers a year 60,mile powertrain warranty that would include the transmissionUnder no circumstances would Rock Honda knowingly sell a vehicle that needed a transmissionIn addition, we would never tell someone they do not need a warranty, the bank would not finance the warranty is what the case was, the customer was advised to contact Warranty Solutions and purchase the warranty directly from themWe will not be refunding a down payment or any payments made on the vehicle
I am rejecting this response because: A Rock Honda employee actually broke the law when demanding the vehicle after the day period on the 17th day after the purchase What was most problematic is he threatened meI returned the vehicle although not legally obligated to rather because I did not want to risk encountering the unprofessional bully of an employee who threatened meIt was very traumatic to have someone talk to me in that wayI'm still very shaken and it has been a few weeks nowBesides being terrorized I ultimately took many unnecessary hits to my credit
Initial Business Response /* (1000, 10, 2015/07/06) */
We would like to try and help *** the best we can to her satisfactionIf she would like to come down and further discuss in person, we can do that for herWe can pull the paperwork for the original lease and reviewBased off her
complaint it looks like she understands the option for purchase must be exercised, when reviewing it appears both vehicles were leasedThat is why we would like her to come in to fully understand and discuss
Initial Consumer Rebuttal /* (3000, 12, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already been there twice to speak to them to which their reply was there is nothing we can do about itAll u can do is turn in the car and pay $11,in mile penaltiesWhat further action can be done?
Initial Business Response /* (1000, 5, 2015/06/02) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@rockhonda.com
We definitely apologize for any inconvenience or confusionAdvise the guest we will replace the windshield for themPlease Give ***
or *** a call at XXX-XXX-XXXX to schedule an appointment
Initial Business Response /* (1000, 8, 2016/07/11) */
We offer our apologies to Ms*** for any misunderstandingsMaintenance is not included with the purchase of a new / pre-owned or certified vehicleIt is an available option for purchase in addition to the amount of the vehicle
Unfortunately, the lender would not allow the purchase of any additional accessories or insurance policiesThe service Ms*** had completed was a minor service which incudes a synthetic oil and filter change, brake inspection, tire rotationWe are willing to either refund her the $or take care of her next service
Initial Consumer Rebuttal /* (2000, 10, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I want is a refundAs for my maintenance I will take my business else whereCheck is to be maid payable to *** *** and mailed to XXXXX *** Ave*** CA XXXXX
Unfortunately we were unable to obtain financing for the client, we went over the options that would have been available to the guest at the timeOur apologies if anything sounded like anything other than thatThe law requires we review all options available to the guest
Initial Business Response /* (1000, 16, 2016/01/27) */
Hi ***
Thank you for taking my call today, here is our initial response to complaint #XXXXXXXX
If I remember correctly he was concerned about the fact we contacted him in regards to him owing an additional $towards his down
paymentOur internet director contacted him and explained it was an error on our partWe also gave him his first three services complimentary as our apologyPlease let me know if you need anything other informationHe was pleased with the resolution from what I understand from my internet director
Thank you,
*** ***
Rock Honda
Initial Consumer Rebuttal /* (2000, 18, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally got the general manager on the phone and I believe he did resolve the issue with the down paymentI would like to add though, when she says they gave me three complimentary services that's garbageI did get the certificates for oil changesBut they expire days from when they were issued (December 22, 2015)Obviously, there's no way I could use themOnce again, this was the worst experience my wife and I have ever had at a car dealership!
Final Consumer Response /* (2000, 6, 2016/07/13) */
Please close the case, as the representative Avon called me yesterday in regards to picking up the checkI will be picking up the check today July at PMBut if anything else can be compensated that would be great
Initial Business Response /* (1000, 9, 2015/05/18) */
We refunded the total amount which was actually $450, the check was mailed out on Friday 5/
Initial Consumer Rebuttal /* (2000, 11, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally
received the refund checkThank you
Once again, our apologies that the information we are required by the state of California to disclose to the customer was perceived that way
Initial Business Response /* (1000, 10, 2015/10/27) */
Good afternoon,
Sorry for the late reply, the individual who generally handles these claims has been out ill
We have looked into this claim and the details for the customer account of *** ***
Vehicle price
$20,(included with- Customer add-ons; Theft Deterrent, Gap Protection and Extended Service Contract)
Taxes $1,(Sales, Government/Reg fees and Doc/EVR charge)
Trade in $-7,(Customer was negative $7,on the vehicle she traded in, Rock Honda covered $of that amount)
Down Payment $1,
Balance remaining $27,(Signed amount by the customer)
As for the claims the Ms*** is making in regards to the interest rate she received, that rate is determined by their credit score
When a customer purchases a car with a high interest rate, our team does advise the customer, after a period of time of making their payments on timeTo come back and seek, if there are now eligible to refinance their loan and get a lower interest rateWe are looking out for the customers best interest
Resolution: We are not looking to disappoint or frustrate this customer but there in nothing we can do for the negative amount of her TravehicleThis is explained in full detail during the time of signing
Please let me know if you need any further information in this Claim
Warm regards,
*** ***
Initial Business Response /* (1000, 17, 2016/05/05) */
Case number#*** ***
When the vehicle was purchased, there was a manufacturers warranty remaining on the vehicleShe bought the car with 32,miles, the manufacturers warranty would have expired at years or 36,miles
whichever comes firstHowever, Ford offers a year 60,mile powertrain warranty that would include the transmissionUnder no circumstances would Rock Honda knowingly sell a vehicle that needed a transmissionIn addition, we would never tell someone they do not need a warranty, the bank would not finance the warranty is what the case was, the customer was advised to contact Warranty Solutions and purchase the warranty directly from themWe will not be refunding a down payment or any payments made on the vehicle
I am rejecting this response because: A Rock Honda employee actually broke the law when demanding the vehicle after the day period on the 17th day after the purchase What was most problematic is he threatened meI returned the vehicle although not legally obligated to rather because I did not want to risk encountering the unprofessional bully of an employee who threatened meIt was very traumatic to have someone talk to me in that wayI'm still very shaken and it has been a few weeks nowBesides being terrorized I ultimately took many unnecessary hits to my credit
Initial Business Response /* (1000, 10, 2015/07/06) */
We would like to try and help *** the best we can to her satisfactionIf she would like to come down and further discuss in person, we can do that for herWe can pull the paperwork for the original lease and reviewBased off her
complaint it looks like she understands the option for purchase must be exercised, when reviewing it appears both vehicles were leasedThat is why we would like her to come in to fully understand and discuss
Initial Consumer Rebuttal /* (3000, 12, 2015/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have already been there twice to speak to them to which their reply was there is nothing we can do about itAll u can do is turn in the car and pay $11,in mile penaltiesWhat further action can be done?