Ciocca Honda

Here are the repair orders for the [redacted] showing that no problems were found regarding the customers alleged concerns with the vehicles performance and operationLet me know if there are any other concernsJeff P***, Variable Operations Manager, Ciocca Dealerships ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:It seems Ciocca Honda doesn't stand by what their sales staff tells the consumerLet's take my former employment status out of the equation for a momentI am a customer who was told by two separate managers that my vehicle was certified and I need not worry about buying additional warrantyI've been paying $a month for a car with no warrantyWhat would Ciocca Honda do for the customer who just walked off the street under these same circumstances? Tell them the same thing? NoI've seen first hand what the company does to "Make it right"I get the impression Ciocca Honda isn't willing to do anything for me and is using my former employment status against me Regards, [redacted] ***

I have called and emailed *** *** about this issueI have checked through our direct mail pieces and the receipts we give our customersThe only numbers that I can find are numbers and the direct line ###-###-#### our direct dealership lineI am trying to find out if there is any
contact information of someone who has the document with *** ***'s number on it so I can trace itWe certainly do not wan't to cause any inconvenience to anyoneThank you Greg P*** GM Ciocca Honda

Service department tried to sell me a new part with an estimated cost of about $2000; and when I filed an insurance claim, the adjuster found the part could easily be repaired for $total Ciocca has been trying to buy back my car and sell me a new car for two yearsEvery time I go for service, the recommend replacing parts that another mechanic tells me do not need replaced yet So beware of this Service department

Did you get my refusal letter abd photos to Ciocca Honda I sent through last night?? I will send more correspondence and photos to the address you provided to me, is that correct??

Per the request of wanting a full refund or a $refund on the purchase of the *** from Ciocca Honda to *** ***, I am responding to let the Bureau know that I have spoken to *** ***. This complaint does come as a bit of a surprise considering the conversation that occurred
last week on April 2nd. *** *** came into the dealership to meet with me to see how we could rectify the situation, after our conversation and checking out the car to make sure all things operated as manufacturer suggests, due to her suggesting the car was not working properly, we came to the conclusion that the car was functioning as the manufacturer suggests. After this she had explained that to make her happy that she would like a moon roof visor. I then asked, "is this all you want to make sure we are good" , she then said yes. After that she saw a Yankee candle car scent, and she explained that "when a car smells good, it makes you feel better, and having that would make me feel better about having this car", so I obliged and then she also asked for a Honda keychain, which I also obliged to make sure we were both on the same page and that she understood we do care about our relationship. We have made an attempt to make sure we gave her a great deal first, she received a much higher value on her trade. After reviewing the deal, she received $as her travalue, which is a good sum above excellent trade in value. The decision per the request is not possible due to the car purchased has been titled and is a used car. I have attached the KBB of her trade along with the invoice of the items we have given to *** *** after the purchase. Thank you. Matt C***

I took my 2015 CRV to the Service Department because the paint is chipping off the bumper. I owned the vehicle for 2 weeks when this occurred. I was referred to the Honda body shop on the premises, in a different building. A rep from the shop took photos and the vehicle's information and said someone would contact me after it was researched and the information would be submitted to Honda's Regional Representative. A week later, I went back to the body shop because no one had contacted me, and was told the Service Department should handle the issue. I asked if the information was ever submitted to the Honda Regional Rep and was told no. I then went to the Service Dept and was told that chipping paint is not covered by warranty. I don't understand why I was referred back and forth between the two shops, and that the information would be "researched" when nothing was done and I was ultimately told it is not covered by warranty.

Here are the repair orders for the [redacted] showing that no problems were found regarding the customers alleged concerns with the vehicles performance and operation.
Let me know if there are any other concerns.
Jeff P[redacted], Variable Operations Manager, Ciocca Dealerships ###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] 
As I did make a trip to the dealership with my friend Charles Hostetter with me as my witness.  Matt C[redacted] heard me clearly state that I would not ever be happy with this vehicle as it was not the color exterior or interior that I wanted and asked for,  and at the least,  not the one I shown them I would have chosen still in the lot,  with a different VIN number.   Which is one of the things I was promised by Randy L[redacted] from the beginning,  that I could choose any 2015 [redacted] L w/NAV that I wanted.  Randy was very pushy and said the one I was getting was in the back being cleaned up for me,  even as I pursued telling him I wanted the one on the lot because it was online listed as $2000 more!!!   He refused this and I let Matt C[redacted] and the finance manager know this as well.  They wouldn't explain why the car on the lot was $2000 more either,  but knew that if I had to choose that I wanted that one,  not the one being cleaned!!!   I have the text messages stating Randy L[redacted] promise that I will include.   I will also get a a letter in  writing from my witness who knows when I sat down that day with Matt C[redacted],  I was under the impression that he was going to take my car back and do whatever he had to to make me happy with my purchase.  I straight out and clearly told him that I wanted a blue one with grey interior as stated from the start of the whole deal.   Matt did ask me what I eared and again I told him a blue car with grey interior or the 2015 Honda fit with mac and he said "your car is used now."  he clearly saw I was upset and again I brought up the $2000 difference and the over pricing of $9000 over invoice,  stating that this car is not worth it and not what I wanted!!!!   I did get a sunroof visit and key chain (already promised key chain earlier),  and an overpriced $6.99 air freshener,  but in no way shape or form did I ever tell Matt C[redacted] that that was all I wanted,  in fact,  I asked for other things to change the look on the car to maybe make me a little happy,  and he refused anything else!!!!   I have 100% proof of this if you want it that depicts our entire conversation that day.   I knew they were going to try and get out of giving me the car I wanted,  so I took precautions,  and also had a witness with me.  So I am still either wanting the car taken back or the $9000 overcharge of this car And the $2000 discount in cash as this car was listed on the internet for $2000 less with this VIN number.   Also I did have to take said vehicle back to the dealership this week for same issues and now another time because it's still not working correctly,  so this car is not in good working order at this time as Matt says it was!!!! I have both work orders and they have copies too.  My next appointment will be next week when I can get up there.  I will attach some things I have to see them.  And I will have 2 people sign under notorization if needed that the car I got was listed online for $2000 less that what they were saying it was and charged me for!!! I again want a refund for the $9000 and $2000 or put in a 2015 blue with grey interior same model [redacted] as I asked for from the beginning or the 2015 Honda Fit Ex 5 door with NAV in purple and a difference in price refunded. Pics attached are of car that they refused to let me have that night,  that was listed as $2000 more than one I got on the internet, other pic is of Randy L[redacted] promising me I could choose any 2015 Honda [redacted] on the lot,  which I showed Matt the night of purchase and said I didn't want the one they cleaned,  different VIN and listed as $2000 less.

February 29, 2016Dear Sir/Madam,This is a reply to [redacted] concerning [redacted]. [redacted] was employed by Ciocca Honda at the time he purchased said vehicle. He was a employee of our parts department. He is no longer with the company. He was let go for cause and has been a disgruntled...

ex-employee since.I will discuss the copies of the documents that [redacted] supplied to you and you to us. The first two are internal repair orders that are for use of company employees. These documents are not for public review. Our company policy is to review all eligible pre-owned Hondas for certification. We do not always certify all vehicles with Honda. There are significant cost factors that enter in to the decision process. [redacted] removed these documents from the dealership against company policy.The point here is that many vehicles go through a certified check and yet are never certified with Honda which would give them a warranty extension. In the paperwork this is the only place where Certified is mentioned and if [redacted] was not an employee and did not follow company policy he would not have any documents that spoke of certification.The next document is that of a contract with the bank. There is no mention of a certified vehicle on this document anywhere. There is also a total breakdown of all charges and fees to both dealership and government in the body of the contract. [redacted] mentioned that he would purchase an extended service contract if it was not certified. There is no mention of other charges for a service contract but only for gap insurance. In Speaking with [redacted] he was fully aware that he had purchased gap insurance and stated to me that he needed that coverage.The next document is an odometer form and would not state any pertinent information to this situation. The next form is that of a We Owe. On this form we would put any additional equipment or promise to a customer that we could not provide at that moment, or something that had to be filled in the future. As you can see it states that We Owe nothing additional.The next three forms and the last form in the packet hold no pertinent information for this complaint.However, the last form to look at is the buyers order. There is no mention of a certified vehicle anywhere on this document. There is also no mention or charge of an extended service agreement on this document.[redacted] purchased this vehicle while it was still being run through the shop. He received Consideration on the pricing for being an employee of the company as stated in our hand book.I personally spoke with [redacted] when he called. He had called and spoken to two other managers about his deal. When he was unhappy with the information they gave him he proceeded to me. listened and told [redacted] would review the deal and get back to him. I had the full deal pulled and reviewed it thoroughly. called [redacted] back and told him of my findings. There was no public paperwork that a consumer would have seen or had possession to show that the vehicle was certified through Honda. I also pulled a vehicle win look up with Honda and the vehicle was never certified and then decertified. offered to allow [redacted] an opportunity to purchase an extended service contract with no profit to the dealership. also offered to inspect the vehicle at no cost to him which would be necessary to purchase a contract. We would need to make sure that no repairs were needed at that time. I did let him know he would be responsible if there were repairs required.At this point [redacted] realized that after reviewing all the documents and explaining that I could not see anything that supported his claims and I made him the best offer that I was able he threatened me by saying he would call Honda an "Get us in trouble". I again explained he could do that and I would supply any document needed from his deal.We at Ciocca dealerships take customer satisfaction very seriously. We try to extend every courtesy. We/I am disappointed when any customer is not completely satisfied.If there is any additional information or questions required have enclosed a business card, please feel free to contact me at those numbers.Regards,Greg P.Manager

Dear Revdex.com: I am writing this to address the complaint number above against Ciocca Honda.  Based on the letter there are  concerns the customer has: 1.    She wanted a different color car than the one they purchased2.    She felt they were overcharged by $9,000 on the purchase of the car3.    She believed a manager at the store agreed to let them return the car4.    She asked for additional items to be added to the car5.    She is having mechanical problems with the car After interviewing employees at the dealerships here is what I found out regarding the concerns above: 1.    The customer agreed to purchase the car that they currently have the evening they were here.  This car was in stock, had the proper equipment the customer wanted, and the customer negotiated and accepted the financial terms on this specific car.  They could have chosen not to purchase this particular car, and if there was a duplicate to this car with another color they preferred we certainly would have allowed them to purchase it.2.    The customer received a $504 discount off the MSRP on the car, and was given $20,000 for their trade in.  This brought the price of the car to $4656 plus sales tax, license and registration fees, a service contract and gap coverage, and the balance owed on their trade in which was almost $26,000.  This brought the total transaction cost to $33,283.14 and the customer put a $4000 down payment to bring the total financed to $29,283.14.  The balance was financed at 1.9% for 72 months with American Honda Finance.  I believe because the total with the payoff on their car was around $33,000, and the MSRP of the car was about $25,000 they mistakenly believe the sale price of the car was $33,000, or $8000-$9000 over the MSRP.3.    The customer came back into the showroom about 2 weeks after purchasing the car and explained that they wanted a different color.  The sale had already been processed, all the paperwork was into the lending institution and the state, and the car had been driven for about 2 weeks, so we did not offer to exchange or take the car back.  At no time did anyone inform her she could return the car.4.    After informing the customer they could not return the car, the customer stated that if the car looked different maybe she would be happier with it.  At this time she informed us of some items she would like to change the appearance of the car and a manager at the store did agree to provide a moon roof wind deflector, key chain, and car air freshener at no charge to try and satisfy the customer.  The customer did ask for more items for free which he decided not to give her. 5.    The customer did bring the car in 2 times to have performance/operational concerns on the car addressed.  Both times none of the concerns could be verified by our technicians. Thank you for bringing this concern to our attention so we could address it.  Our goal is to make every customer 100% satisfied with the car they buy and the manner in which they buy it, but unfortunately we can’t always satisfy every customer.  We do have very positive customer reviews on Google, Dealer Rater, and our Honda customer satisfaction index is very good as well, so I do believe this customer is one of the few we weren’t able to satisfy. Thank you, Jeff P[redacted]Variable Operations DirectorCiocca Dealerships[redacted]www.CioccaDealerships.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:It seems Ciocca Honda doesn't stand by what their sales staff tells the consumer. Let's take my former employment status out of the equation for a moment. I am a customer who was told by two separate managers that my vehicle was certified and I need not worry about buying additional warranty. I've been paying $350 a month for a car with no warranty. What would Ciocca Honda do for the customer who just walked off the street under these same circumstances? Tell them the same thing? No. I've seen first hand what the company does to "Make it right". I get the impression Ciocca Honda isn't willing to do anything for me and is using my former employment status against me.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
For one, I was not honored to take the choice of vehicle that Randy L[redacted] salesman had offered me, already gave you the text. I had looked on 3/19/15 at several civucs on the lot, but Randy had already had a vehicle cleaned up in the back ready before I even got to the dealership on 3/19/15, clearly showing how they pressured me into that car.  I hadn't even bern offered a test drive of any honda [redacted] at this point. I had gone to look and Randy kept following me, telling me tgere was no difference in cars but the one he wanted me to buy was marked with red dots showing after I looked it up, that if a car had red dots that it was on the lot over 60 days, and Randy would get a bigger bonus because of that certain car.  Now I know why he wanted to sell that particular vehicle to me. I asked hi, and Matt over and over about the internet pruce onthat car. At that time I did have photos of the car and internet price. It was $2000 less thanthe regular price of that car, yet they charged me the original msrp and what they supposively say few hundred dollars less, but what about the inflated price they charged me????  I know you can request to see that internet price,its in their books too I believe.   originally they were trying to get me to agree to 84 months at $450-460 a month, then quickly going down to my offer of 72 months at $420, does that honestly make any sense???  They were trying to get an extra $5000-6000 right off the bat!!!!  I left them know I wanted to leave and go get my son, think about this, but they were very pushy and never offered my keys back to me once , especially when I was inthe financing room. The finance manager offered me a lousy $1 a month from himself to pay the 99 cent overcharged they tacked on.  I was never explained to about deductables on the extra warranty either. I wish they did record the wh[redacted] conversation so you could hear my uneasiness and pleading to leave and think about it. They knew I wanted a blue [redacted]!!!!  i did contact Randy by text and the internet management within a day regarding my unhappiness with car they put me in.  I attached the emails and texts, along with several other peoples complaints regarding that ciocca honda dealership and Matt and the finanxe manager. Please read them.  Also been some issues with the 2015 honda [redacted] reported.  I did take my car up 3 times so far regarding issues.  Now with them talking my business with other employees,  i can see why my car wasnt looked at correctly. They did work onthe radio and its still not fixed, it shuts off intermittently.  I send texts out and I get my own texts right back, my friends never got them.  Problems with my alignment and they worked on it twice. Why wasbt that on my work orders??  My window leaks on driver side. My steering is hard at times, I checked and they didn't even drive it!!! I asked about my speaker, the service lady said the guy reset everything because my bass was up, I looked and nothing was changed with any settings, so how did he say he did something wgen he didnt. Carl was my service person The firsr time. Me and another service guy saw him hitting something hard underneath the car.  That never got explained to me. The brakes are soft, yet they say they checked them????  I dont think this dealership cared about anything but making money from the start. and the 2 week visit later was to go up and get a different car. I spoke on the phone the night before and clearly told the same finance manager I had that I would only be happy with a blue [redacted] with grey interior, he said he wanted to see me happy but he couldn't do it over the phone.  Then when I went up the next day with a witness, matt gave me the runaround.   My witness heard it and saw it all, and he knows I was expecting to get into a different car.  He did try to bribe me with some things, but not enough to make it better.  I did mention I might be a little happier if he gave me the rear spoiler,  roof wind deflector,  and a bra to make the car look different,  but even though they made thousands of dollars off me he didn't offer those things, just one, the  cheapest item, the wind deflector.  I NEVER once told him or anyone at Ciocca Honda that I was satisfied!!!!!  I also brought up that I thought the msrp sticker was duplicated to match the car I asked them for because it cost more and had more to it. I proved my point when he went to a ,different car and that sticker ripped as it was being removed from the window.  My friend witnessed this and my entire conversation with Matt Tice the sales manager.  I have more files to attach too to prove my case.  I am open hearing reasonable offers to settle this.
Regards,
[redacted]

It was a pleasure speaking with you today. I appreciate your help. I have attached a copy of the Bill Of Sale. There is no mention anywhere that the vehicle is Honda certified or any other certification.In the original complaint to the Attorney Generals office in PA. the consumer sent multiple documents to support his position. There was no mention of Honda certification on any retail, public documentation. The only place Certified was mentioned was on an internal repair order. This is not available to the public. It was removed by the complainant who had access as he was employed by the company at the time he purchased said vehicle.We check most vehicles that are eligible for certification. There are times when there are circumstances that do not alloy us to make them all certified. The reasons may be costs or there just might be appearance blemishes that do not make Sense to take on the financial cost.In closing there is not any documentation to support the claim being made that this was a certified vehicle. Honda did not find any reason to continue with the complaint. The PA Attorney Generals Office was satisfied that the claim was unjustified. I would hope that THE Revdex.com will have similar findings.lf there are any additional questions or concerns I have included my contact information.Regards,Greg P.General Manager

Review: On 11/8/2013 I was contacted by the sales person, [redacted] that they reduced the prices on two of the cars I viewed a month earlier. I called [redacted] and asked him about the features on the car and was told it had heated seats and side mirrors. Before I left to go to the dealership on 11/9/2013, I called to speak to [redacted] to ask him to verify features on the car. He at that point told me the car did not have heated seats, but it had heated mirrors. I decided to go down to the dealership to view the car. I bought a Honda Civic Hybrid on 11/9/2013 from Cioccoa Honda (sales person, [redacted]). The sales person told me the car, Honda Civic Hybrid, I bought had heated mirrors. I called on 11/11/2013 to the dealership to advise them the car I was sold did not have heated mirrors. I was told by a manager [redacted] that they could possibly add the mirrors. I contacted the office without any replies for days to verify if and when they would add my mirrors. After countless tries I finally got in contact with the manager and I was told it could not be done physically be done. I advised the manager, I am sure there is not a problem to complete this addition, but it seemed to me the dealership has decided not to add the mirrors to my car. Then I was told by the same manager that Honda Head Quarters would offer me a upgrade in car then pay a difference for the EX-L of the Honda Civic Hybrid. He said I would exchange the cars then get the upgraded model. Yet, again I contacted the office with no reply until I waited on the phone until the receptionist bought the manager back to the phone. [redacted] told me the sales person, [redacted], said I was told after I signed documents and bought my car that the car did not have heated mirrors. This made no sense to me, "Why would I be told I did not have features I was told was on the car after I have bought the car?" I have been given the run around with this dealership ever since I contacted them about the misrepresentation of the vehicle I bought from them on 11/9/2013.Desired Settlement: Compensation for the lack of the heated mirrors that was advised I was part of the car I was buying. Either have the heated mirrors installed or oil change and maintenance for life time of the vehicle.

Business

Response:

**. [redacted] has been upgraded to a vehicle of her choosing at ter** that were agreeable to her. We apologize for the misunderstanding and consider the matter settled. Thank you.

I took my 2015 CRV to the Service Department because the paint is chipping off the bumper. I owned the vehicle for 2 weeks when this occurred. I was referred to the Honda body shop on the premises, in a different building. A rep from the shop took photos and the vehicle's information and said someone would contact me after it was researched and the information would be submitted to Honda's Regional Representative. A week later, I went back to the body shop because no one had contacted me, and was told the Service Department should handle the issue. I asked if the information was ever submitted to the Honda Regional Rep and was told no. I then went to the Service Dept and was told that chipping paint is not covered by warranty. I don't understand why I was referred back and forth between the two shops, and that the information would be "researched" when nothing was done and I was ultimately told it is not covered by warranty.

Review: On 6.14.13 we dropped off our 2004 Honda Pilot, to Ciocca Service Dept to have several factory recalls performed. On Saturday 6.15.13 my wife took a road trip with the children and reported that the truck was making strange noises that it never made before. She called me and complained so I immediately asked her to call [redacted] at Ciocca and report this issue to her since they had the Pilot last. Since we have had the Pilot back it has been making thumping noises coming from the undercarriage and grinding metal sounds. According to the Ciocca invoice, the recalls were performed and '[redacted]' suggested that the rear diff be serviced. This is a clear indication that something is wrong as the Pilot has NEVER performed in this manner. This is our family vehicle and drive it nearly everyday since we purchased it. The performance of the vehicle degenerated so bad that we can no longer drive it and it has been parked since 6.19.13 for fear of causing any further damage. We had to get the vehicle towed to another shop for a thorough examination as to the source of the sounds and grinding metal noises. It was determined that the rear differential was wet, and low on fluid and the plug could be removed with fingers. Several test drives proved that the source of the symptoms mentioned were coming from the rear diff. This tells me that '[redacted]' at Ciocca that checked my rear diff (that was fully functional prior to that inspection) failed to properly tighten the plug + washer that would of prevented any leakage of the already lubed diff. All of this was reported to [redacted] on 6.20.13.Desired Settlement: I am requesting that my rear differential be replaced and that cost of the 2nd opinion of $89.57 be reimbursed.

Business

Response:

My service manager has been in contact with this customer. We never put his car on a lift when it was here which would not allow us to loosen or remove the rear differential drain plug. Customer has serviced with us once in 2009 and we are not aware of where the car is serviced or what the history of the services is. We would be happy to work with the customer but to replace a part that we did not have any contact with when vehicle was being serviced we feel is not reasonable. Please direct future correspondence for this matter to Greg long, service manager. [redacted]. Thank you.