DCH Paramus Honda

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 2015.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,
*** ***

Mr***, I apologize for the delay in processing. The Warranty is cancelled and a credit of $1,has been issued. Upon the request of the Revdex.com, I will supply them with the acknowledgement of the First Extended Service Contract Option that you signed at the time of
purchase. It is important to us that every customer has a quality purchasing experience. We do appreciate your business and are committed to you as a customer Thank You Robert ***

The store claimed "we contacted Honda and they have no record of that nor do they try to fix cars over the phone" How do I know the service bulletin applies to my A/C issue if not been told by Honda AmericaHere is the case# *** from Honda AmericaThe store claimed low freon and two leaks on the A/C unitTwo symptoms if A/C leaking A/C is not as cold as it should beA/C does not work at all None of symptoms apply to my case. Here are the problems which written in the invoices. A customer states check A/C system doesn't cool when decelerating from mph (first invoice)A customer states when driving from high speed to low speed the A/C starts blowing war air check and advise (second invoice) The shop offered me the third appointment as a resolution, but avoided my concerns regarding unnecessary repairsTo be honest, I am not able to trust that the store's assessment was fully honest and accurate, and that the costly repairs really were necessaryThe key thing is the issue hasn't been fixed yet, and I have already spent almost $grandsI request full refund. What I posted in social media is based on factsThe store needs to provide me full refund

Thank you for the follow up, Jose from DCH Honda called me and I dropped the car off, I hope it will be fixedI will keep you posted if they will fix it or not

There was a delay with this customer's Motor Vehicle ProcessingThe customer was very concernedIn an attempt to accommodate the customer, we did offer Mrs*** and her Mother to take the car back and sell her a different vehicleThe customer left
the dealership without signing a new deal or taking delivery of the alternative vehicleA few days later we rectified the clerical mistake that was hindering the registration on the original vehicleBefore we went ahead with the registration *** *** (Used Car Manager)contacted Mrs*** mother, who was involved with all interactions and asked her if she wanted us to register the Original Vehicle (the vehicle the customer actually bought) or return that vehicle and take delivery of the Alternative VehicleShe clearly told Mr*** to register the original vehicleThank You *** ***

*** ***, I know that our General Sales Manager has been in contact with you about this issueWe submitted the cancelation paperwork on 10/8/for the Warranty you purchasedThis money has already been credited to your Capital
accountOn the same day we submitted the Cancelation for the GAP insuranceThe refund was not yet released by the GAP insurance CompanyWe checked the status and you will be receiving a credit of approximately $to your Cap One Account shortlyWe have your paperwork on file along with your signature on several forms authorizing your purchase of the GAP insurance and the WarrantyYou also stated in your complaint that your Payoff was $15,including Taxes… The Payoff on your vehicle was indeed $15,231; however that figure did not include Taxes and FeesWe can provide you with all signed documents along with the actual buyout figures from Honda on your vehicle which reflects $15,Plus Taxes and Fees

Mr***,Thank You for in inquiry with the Revdex.com. Based on your described experience, I was compelled to investigate this matter. Your JM&A Road Hazard was submitted for Cancelation on 11/26/16. You were Sent the Refund Check for $on December 20thOn
December 27th, you deposited the Check into your Account. To expedite a timely conclusion to this complaint, I will forward a copy of the Cancellation Form and the check that you signed and deposited into your bank account to the Revdex.comThank You *** ***

[redacted], I understand your complaint and I do apologize that your transaction did not go smoothly. I know that there was a delay with the Motor Vehicle Process. The part that is unclear is that the Motor Vehicle Issue was rectified and you were not further inconvenienced by trading you out of the vehicle that you originally selected, purchased and were already driving. You conveyed to us that your dissatisfaction was with the Delay in Motor Vehicle Registration not with the Vehicle you selected and Purchased. Once there was no longer a delay in the Motor Vehicles, we called the provided phone number and spoke to your Mother who was involved with the entire process, from selection to purchase to complaint. She instructed us to register the Vehicle you originally purchased and were already driving. At this point, we are looking to close this complaint as the Motor Vehicle delay was addressed and you have been furnished with your registration on the vehicle you purchased. Thank You [redacted]

I had to contact corporate office to resolve my issue. I have been driving my brand new 2015 odyssey for over 2 weeks without navigation. I have not heard back from the dealer and in fact I have been calling them with no response.

Mrs. [redacted], 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 [redacted]

I do apologize for any misunderstanding during the negotiation of your deal. 
During your negotiations you told us that another dealer offered you $9,600 for your trade-in and that you wanted $10,000 from us.  We are not obligated to honor a trade...

value that another dealer verbally offered you.  We honored the selling price of the New Vehicle that we furnished to you in writing before your initial visit.  You attempted to combine our selling price (which I feel confident was the lowest price you received) on the New Vehicle, and the Highest Trade offer you claimed to have received elsewhere.  As a consumer you have the right to negotiate the best deal for you and your family (As you accomplished).  Our Trade offer to you was $9,300.  At $9,300, along with the Selling Price of the New Vehicle, you stated in writing that it was the "best offer I had received".
It is my interest to accommodate you as a New Customer.  However, you have already taken to Social Media and wrote several defaming reviews about DCH Paramus Honda.  Your choice of words like "Scam" and "Bait and Switch" are quite alarming as they are simply not true.  It is my objective to gain your confidence as a customer and it is important to me to rectify your dissatisfaction with DCH Paramus Honda.  However, I do not feel comfortable making a $300 concession until your inflammatory reviews about DCH Paramus Honda and its employees are permanently removed from all Social Media. 
Thank You

HORRIBLE. DONT KNOW WHERE TO START. BOUGHT A PREOWNED CERTIFIED ODESSY NOT EVEN 2 years ago and we've been back numerous times. Now NY eve I had to bring it in, 2 days later they tell me it's my alternator. And it's not covered under my extended warranty that they begged us to get. So $800 later oh and today I had to have it, 3 hours after I told Frankie at service yes please fix I need it. We show up at 5:45pm to pick up since they close at 6. Guess what!!! They never fixed it. Manager sAid the TECH left early so no one knew this and NOONE worked on it ,.. How will I get my kids to school MONDAY AM, they promised again a tech will start it on Monday 6am and will be done by 8;00. Do I take this chance, do I believe them?? Beyond PISSED OFF. Will never ever buy or refer anyone here EVER!

[redacted], My Name is [redacted] I am the General Manager at DCH Paramus Honda. It is very important to me to assure that you are able to rectify this issue with your Honda. All engine repairs to date were repaired under the terms of...

the Factory Warranty and were at no cost to you. That being said, I do realize that you purchased a New Vehicle and you should not be encountering these types of issues and inconveniences. As you stated, "The Lemon Law Protects Buyers". If you would like to exercise your right to begin the Lemon Law Process please refer to the "Consumer Information" Booklet that came with the Vehicle. If you do not have access to this Booklet, I will provide you with the information needed to begin the process. Please Contact: New Jersey Department of Law and Public Safety, Division of Consumer Affairs, Lemon Law Unit. [redacted] Newark, New Jersey, 07101 [redacted]. To begin this process, You Can Also Contact: American Honda Motor Co. Inc. Automobile Customer Service [redacted] Thank You [redacted]

Thank you for the follow up, Jose from DCH Honda called me and I dropped the car off, I hope it will be fixed. I will keep you posted if they will fix it or not. font-size: 12.8px; font-family: arial, sans-serif;">

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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 [redacted], I have also received a call from a manager. I am waiting for the check to be mailed. thanks,

Mrs. [redacted], My name is [redacted].  I am the same person that handled your complaint the last time you purchased a vehicle from us in 2014.  While we sell nearly 8,000 vehicles per year, we receive very few complaints.  This is evident by our A+ Revdex.com...

Rating.  What is odd, is while we rarely receive a formal complaint, we have received two formal complaints from you in the last two years.  You and your daughter purchased a vehicle on Labor Day Weekend.  You spent over 4 hours in the showroom the day you purchased the vehicle.  A Test Drive was absolutely available to you and your daughter during this time.  You took delivery, then proceeded to drive the vehicle for one week and 350 Miles.  You then decided that you wanted to return the vehicle. While we had absolutely no obligation to do so, we took the Vehicle back without penalty and refunded your money in full.    Thank You [redacted]

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Better...

Business Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Mr. V[redacted], 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 [redacted] (your account number) for $279.00 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 $350 not $250. 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 $350 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.com. We 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 30,000 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 $350 Disposition fee for your New Lease. Thank You R[redacted]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
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 $250 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 2 tires claiming 0 tread ?
Can DCH send me the pictures also that they claim are so bad ?
 
Regards,
Krishna V[redacted]