DCH Paramus Honda

Mrs***,
I do apologize for the inconvenience. It is very important to us that your situation is rectified
immediately. We spoke to you on the phone and agreed to a full refund. To my knowledge you received your refund check on 6/28/16. I know that this buying experience did not meet expectation. We value you as a customer and hope that we can earn your business in the future
Thank You
*** ***

Mrs***,
While it is important for us to satisfy every customer, we also have a responsibility to the well-being of our employees. While attempting to receive additional free services, taking pictures of our employees against their will and posting them along with demeaning comments on-line is simply unacceptable.
While we take great pride in retaining our customers, this business relationship has come to an end. Thank you for your prior vehicle purchases and we wish you good luck with all of your future business endeavors
Thank You
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Your comment about me not picking up my check has nothing to do with anything, I work at another dealership so I don’t have that much time on my hands (which they claimed on my application was false)You took your time with my money, don’t rush me to pick it up
MUCH Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The first time they are saying I came in for a repair is falseThe first time I have ever brought in this car for lock issues was in November We have had several Honda's as I'm sure they can see in our purchase historyHonda Accord, (2)Pilots, and this Honda ElementNever have we experienced this kind of indifference from this branchIf this is not rectified we will definitely be moving on for good!
Regards,
*** ***

The customer brought the car in on 7/9/the miles on the car were 135,with the complaints of check A/C system doesn't cool when deceleratingThe technician found low Freon in the system filled the system to the proper level and added
dyeThe system is a closed system, meaning if it's low or empty there is a leak some where, which is why they added dyeThe same service visit the customer approved additional work that has nothing to do with the A/C system for $only was related to the A/C system for checking and adding dyeThe customer was told by the advisor to bring the car in a few weeks to re-check the Freon levelThe car came 7/24/with miles of 135,with the complaint of when driving from high speed to low speed the A/C blows warmThe technician looked at the car, and found the Freon low and used a leak detector and found two leaks one in the Condenser and a line leaking the total was $We have reached out and spoke to the customer and agreed to bring back for us to look at but they never showed up for the appointmentThe customer claims he called Honda and they told them what the problem was over the phone, we contacted Honda and they have no record of that nor do they try to fix cars over the phoneThe bulletin they are referring to applies to the compliant of when accelerating from a stop with the gas pedal pushed more then half down and below MPH, this is the opposite of there complaintWe are more then willing to look at the car again and come up with a final resolution for there A/C concernThank you

Mrs***, While we are always interested in doing the best we can to satisfy every customer, I believe that on this particular situation we may be at an impasseThe actual Facts are: On 4/15/(over five years ago) you brought your Honda Element into our service department
because there was an issue with Your Power Door Lock on your Driver Side door. We replaced the Door lock Actuator which resolved the issue. You paid $for this serviceOn 11/3/you came back to our service department. Your Door Lock Cylinder was broken. This is a completely separate issue than your original issue on 4/15/You thought you should not have to pay for this issue on your year old vehicle and you became abusive to our staff. You made threats and acted incredibly irate. While we had no obligation to do so, we replaced your Lock Cylinder and cut you two new keys for the vehicle FREE OF CHARGE. On 6/21/you brought your Honda Element in for a Recall. You also mentioned that the Door Lock was not operating properly. A mechanic diagnosed the problem as a binding door Lock Actuator. This problem was not related to the FREE repair you received seven months earlier on 11/3/2015. With a vehicle now over years old and over 100,miles, it can be expected to need some maintenance and repairs. Instead of coming to this conclusion, you decided to resort to the same method you used on November 3rd. You literally screamed, cursed, insulted and threatened several of our employees. You actually said that if we did not give you free service (again), you would “make us pay”, “wait and see what I am going to do to you”, “I’m not making treats, I’m making promises”. Based on the threatening nature, all conversations and interactions with you have been documented. We do our best to accommodate every customer and make sure that they are satisfied with their experience. However, we also have a responsibility to our employees. We will not allow anyone to repeatedly abuse, threaten or mistreat our employees. Through this written response, I am requesting that you never call or come to DCH Paramus Honda againThank You *** ***

We have been trying resolve the above complaint for some time now with no successWe have tried our hardest to understand his issues and offer several resolutions to satisfy the customerThe customer has rejected every offer we have presented and will not drop his card holders dispute that has nothing to do with this issueHe is asking for a full refund of a separate invoice that has nothing to do with his A/C repairThe customer has refused to bring the car back for us to verify his concern, we have no way to know if this condition even exist Please let me know if you have any thoughts on how we can resolve this case, your help is greatly appreciated Thank you

We are currently working with Mrs*** to rectify this issueThank You *** ***

Mrs***,
While we are always interested in doing the best we can to
satisfy every customer, I believe that on this particular situation we may be at an impasseThe actual Facts are:
On 4/15/(over five years ago) you brought your Honda Element into our service department because there was an issue with Your Power Door Lock on your Driver Side door. We replaced the Door lock Actuator which resolved the issue. You paid $for this service
On 11/3/you came back to our service department. Your Door Lock Cylinder was broken. This is a completely separate issue than your original issue on 4/15/You thought you should not have to pay for this issue on your year old vehicle and you became abusive to our staff. You made threats and acted incredibly irate. While we had no obligation to do so, we replaced your Lock Cylinder and cut you two new keys for the vehicle FREE OF CHARGE.
On 6/21/you brought your Honda Element in for a Recall. You also mentioned that the Door Lock was not operating properly. A mechanic diagnosed the problem as a binding door Lock Actuator. This problem was not related to the FREE repair you received seven months earlier on 11/3/2015.
With a vehicle now over years old and over 100,miles, it can be expected to need some maintenance and repairs. Instead of coming to this conclusion, you decided to resort to the same method you used on November 3rd. You literally screamed, cursed, insulted and threatened several of our employees. You actually said that if we did not give you free service (again), you would “make us pay”, “wait and see what I am going to do to you”, “I’m not making treats, I’m making promises”. Based on the threatening nature, all conversations and interactions with you have been documented.
We do our best to accommodate every customer and make sure that they are satisfied with their experience. However, we also have a responsibility to our employees. We will not allow anyone to repeatedly abuse, threaten or mistreat our employees. Through this written response, I am requesting that you never call or come to DCH Paramus Honda again Thank You
*** ***

MrV***,
All of your concerns in your “Rejection” were already addressed in our initial response. Nowhere in either your initial complaint or your “Rejection” did you mention that through your negotiation, you indeed agreed in writing that DCH Paramus Honda had ABSOLUTLY no further obligations to your previous lease. You agreed to the Cash Due at Signing, the Monthly Payment, the Term, the allotted Miles per year, and the following Stipulation:
“DCH Paramus Honda to cut check to *** *** (your account number) for $towards payments on previous lease. DCH Paramus Honda to have ABSOLUTELY no further obligations to customer’s previous lease, including but not limited to over mileage, excess wear & Tear, Remaining payments, disposition fees, taxes, etc.”
Again, this was written out as a stipulation of the deal you negotiated. This is the ONLY Stipulation written in on the Deal
What is happening here, is you negotiated your best deal, and now you are trying to receive additional money from the dealership that you are not entitled to.
Your car was clearly in poor condition. Any reasonable person that looked at your vehicle would come to the same conclusion. Just as you are attempting to twist our words (which are clearly written), you are twisting the written words of the Leasing Company… You claim that you are being charged $45/hour to “clean the car”. Nowhere on the condition statement or bill does it say this. You are being charged $45/hour for Body Labor and Paint Labor to repair the unfixed body damage you returned the Leased Vehicle with.
The vehicle was returned with unfixed body damage. We can supply the Revdex.com with the photos of your Vehicle if you would like. Gap insurance has nothing to do with this
You were not billed or charged for cleaning the vehicle
The Leasing Company purchases the Vehicle from the Dealer as you enter a Leasing Agreement with the Leasing Company. This is the same as the previous vehicle you leased from DCH Paramus Honda and any other Vehicle Leases you may have ever obtained in the past
To keep your Payment lower, you negotiated to release DCH Paramus Honda of ANY OBLIGATION to customer’s previous lease, “including but not limited to over mileage, excess wear & tear, remaining payments, disposition fees, taxes, etc.”
The Disposition Fee is actually $not $While we have no obligation to do so, and all conditions of our written agreement have been fulfilled, In the interest of settling this complaint in a timely fashion we will reimburse you the $Disposition Fee.
You are Correct, while we are considered a High Volume Dealer, we have earned a very good reputation and have very few complaints. This is evident by our A+ Rating with the Revdex.comWe achieve this by taking extra steps during the purchase process to avoid future disputes and protect ourselves from predatory complaints like this one
It is a reasonable expectation to replace tires within 30,miles. Please forward me the receipt proving that you maintained or replaced your tires
With your written consent to release your information, we will be happy to provide the Revdex.com all documents pertaining to this complaint for them to display to the public on the Revdex.com website. This will include our Written Agreement signed by both parties, all photos documenting the condition of your returned vehicle, and the condition report performed by the Leasing Company
Again, it is our intention to rectify this complaint and bring this dispute to a close. We will be happy to reimburse you the $Disposition fee for your New Lease Thank You
R*** ***

I am rejecting the response because, the situation wasn't handled well at allI feel like they did very bad business with my family and IThis was my first time purchasing a car and it was the worse experience everI messed up by not having them write out that we were trading the*** and the *** Altima but I didn't think they would go back against their wordEven the Manager; I forgot his namehe was so rude! CUSTOMER SERVICE IS Key to business, they need to learn thatthey also need to know how to apologize and accept it when they are wrong just to keep the customers happy They haven't even called or sent an email asking if everything is okay since the situation happenedAnd the manager contacted my mother when they finally received the documents after monthsI am the one who purchased the carMy mother was just my support systemThey should have double checked with me before they went ahead and put my name on the registrationI had no idea what was going on

Mrs***,We received this complaint on 1/17/18. What is odd, is you received the $portion of the reimbursement to your credit card well before you even filed the complaint. Once we received the complaint, we alerted you that the $portion of
the reimbursement has been available for you to pick up at the dealership since 1/18/18. Today is 1/24/and you still have not come into the Dealer to pick up the $portion of your refund. Thank You *** ***

Mr***, We are very interested in providing the highest customer experience availableWe do apologize for any misunderstanding surrounding your New Car LeaseOur Sales Manager is currently working out a solution for youI know that he
has spoken to you on the Phone and we are doing our best to accommodate your issue

MrV***,
It is very important to us to rectify this
situation. After reviewing our records, I am quite confused about your complaint. To clarify, you leased a New Vehicle from us and dropped off your old Lease at our Dealership. The Leasing Company picked up your old car from our lotAs a stipulation of our New Agreement, we agreed to pay $on your previous lease and nothing else. In fact, the exact written stipulation on the purchase agreement read as:
“DCH Paramus Honda to cut check to *** *** (your account number) for $towards payments on previous lease. DCH Paramus Honda to have ABSOLUTELY no further obligations to customer’s previous lease, including but not limited to over mileage, excess wear & Tear, Remaining payments, disposition fees, taxes, etc.”
This clause was written and Presented to you and you signed the agreement.
As per the deal you negotiated, DCH Paramus was only obligated to pay *** *** $279. *** *** received the $payment and the Credit reflects on the final statement you provided to us
In your complaint to the Revdex.com, you stated “The car was quite good when returned and nothing wrong with it”. This is a flat out mistruth. We are very experienced with leasing new Vehicles and accepting customer’s previous leases to return to the Leasing Company. To protect ourselves from this exact type of predatory complaint, we take several measures.
We do an Appraisal on the Vehicle. The Appraiser takes several photos of the vehicle to capture any damages and document the condition of the car. Our Appraiser took Photos of your vehicle for our records. The pictures depict the direct opposite of a car in “quite good” condition. Your car was indeed in poor condition with damage on several panels. Upon request, I will supply the Revdex.com with the pictures documenting the Damages on your vehicle.
Our Appraiser then documents in writing a description of the vehicle. Below is excerpt from his notes. Upon request from the Revdex.com, I will supply the complete appraisal and all notes
“Car is disgusting inside, it have a lot garbage inside and have damage in the LEFT FRONT SIDE: FRONT BUMPER, LEFT FENDER & LEFT HEAD LIGHT HAVE DAMAGE.”
3. We present the customer in writing stating that we are not responsible for any damages on your lease return. This is not “Small Print” as this is clearly written in bold block, large font print directly where we display the specifics of the deal (down payment, payment, etc...). The exact written statement for your particular vehicle that you reviewed and signed is documented above
The Leasing Company, in this case *** ***, then retrieves the vehicle from our lot. They use an independent inspection company to inspect your vehicle. They too describe your car as in POOR Condition. Upon review of the inspection report, you were charged for the damage you caused to the vehicle. You were also charged for two front tires as they were measured at 0/32nds. This means that the tires were completely Bald. This is evidence that you not only caused substantial body damage to the vehicle, but you even neglected to perform the most basic maintenance requirements.
Although you returned the vehicle literally filled with garbage, you were not charged for the garbage removal or the horrific condition of the vehicles interior. The poor condition of the interior is quite evident in our Photos. You were charged for the clear and undeniable unfixed body damage that you were absolutely aware of
For your New Lease, The $“Disposition” fee is clearly written on the Lease Agreement Contract. Many Leasing Companies and many Manufactures do require a “Disposition” Fee.
After we received your Revdex.com complaint, we contacted you and invited you to come into the dealer so we can go over the Photos of your Vehicle that are attached to the Time and Date-Stamped Appraisal records we have for your returned vehicle. We also requested that you review the document you signed, acknowledging that we do not have responsibility to the Damage on your lease return. However, you declined to accept our invitation
DCH Paramus Honda is an Accredited Revdex.com Business with an A+ Rating. We work closely with our customers and are interested in providing outstanding service. While we are appreciative of MrV***’s business, DCH Paramus Honda is not obligated to make a concession for MrV***’s Damage on his lease return as per our written agreement
Thank you
R*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
1) I was never told that the car was in this poor a condition. After a couple of hours of what we were told were waiting for financial paperwork, they told me it was being appraised. At the end, I was just told that everything is fine. I was never told about the 'poor condition' of the car. As I noted before, we were on our way to the dumpster and not really had plans to buy a car. The car was filled with lots of garbage including recycling stuff. The only thing in the report I got was that it will be reviewed by the financing company. Now they want us to pay somebody to clean the car at $45/hour !!2) The car only needed a cleanup. No part of the car was ever broken or missing. We had no accidents with the car and all was intact. The only thing negative was a scratch that should not take more than a few hundred $ to fix and should be covered by the gap insurance that I was told I have.3) I was also told that the car will be cleaned up completely before giving to the lease company.4) I had purchased the car from this dealership and did not think that your dealership as a different entity than the financing/appraisers. I thought that they use your services as a dealer for appraisal and if it passes you, then it should be fine.5) I had come there to purchase a car at about 250/month and already upgraded to what now I end up paying over $400/month. I had told the salesman that if we have any more expenses, we will not be purchasing the vehicle. So they conveniently decided to hide the truth by not telling the 'poor' condition of the vehicle.6) The person I talked to '**', also told me they told me about the return fee of $unless I buy vehicle from them again. He claims that he told my wife. Neither she nor me were told of this fee, It doesn't even show up in the 'Bill' - just in one box in the contract far from where I signed. They seem to do this very routinely !!7) I agree you have lots of experience dealing with such issues and I am not. Hence I was nicely taken for a bad 'ride'.8) The car had 31K miles and the tires were fine - they usually don't have tread issues and we don't drive rough. Yet they want to change tires claiming tread ?Can DCH send me the pictures also that they claim are so bad ? Regards,
Krishna V***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meso I talked with the manager of the busness and they will pay $thanks for your support
Regards,
*** *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
so I talked with the manager of the busness and they will pay $803.thanks for your support
Regards,
*** *** ***

Mr***, While receiving your check within seven business days is well within reason, I do apologize for any miscommunication. Thank You Robert K***

As Per Mr*** complaint, he spoke to our Finance Manager *** *** on 9/18/He was told that the Cancellation was performed on this date and his refund would occur within 3-WeeksDCH Paramus Honda received the refund on 10/17/from the Warranty CompanyDCH Paramus Honda Sent
the $Refund to AHFC and it was credited to his account on 10/24/Thank You *** ***