DCH Paramus Honda

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]

my lease buy out was 14,241... with taxes already it was 15,235.. why would I be double taxed?  if I purchased the car out right myself (as I intended) I would have just paid 15,235 - 5000(down payment) = 10,235.....why is it 15,235 plus taxes???

Mr. [redacted],
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 $413.73 on December...

20th... On 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.com. Thank You
[redacted]

We are currently working with Mr. [redacted] to rectify this issue. Thank You [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], I have also received a call from a manager.
 
I am waiting for the check to be mailed.
 
thanks,

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.
Based on their response, my understanding is that they will provide me with $300 once my negative comments on social media are removed.  I have since removed them as I will not longer be an unhappy customer if and when the business makes it right.  I will await their $300 check and will contact you if they fail to provide the funds.Please note that I do not agree with their recitation of the facts of this situation.  I never represented to them that another dealer offered me $9,600 for my trade-in; they very clearly offered me that price over the phone when I told them that I intended to shop around and then switched it to $9,300 when I went to the dealer to sign the papers.  The manager even admitted that to me and my wife saying, "well, that was yesterday and today is today."  Moreover, none of my reviews were defamatory - they were truthful recitations of the facts along with my personal opinions.In any event, I will be satisfied when this dealer provides me with the $300.Thank you for your assistance in this matter.

With your help, the issue is resolved today.I got the refunding check from Paramus HondaAmazing~~Many thanks and hope you a great weekend.

[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]

Mrs. [redacted],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 [redacted]

The customer brought the car in on 7/9/15 the miles on the car were 135,481 with the complaints of check A/C system doesn't cool when decelerating. The technician found low Freon in the system filled the system to the proper level and added dye. The system is a closed system, meaning if it's low or...

empty there is a leak some where, which is why they added dye. The same service visit the customer approved additional work that has nothing to do with the A/C system for $996.64 only 177.95 was related to the A/C system for checking and adding dye. The customer was told by the advisor to bring the car in a few weeks to re-check the Freon level. The car came 7/24/5 with miles of 135,801 with the complaint of when driving from high speed to low speed the A/C blows warm. The 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 $765.00 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 appointment. The 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 phone. The 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 20 MPH, this is the opposite of there complaint. We are more then willing to look at the car again and come up with a final resolution for there A/C concern. Thank you

Mrs. [redacted], I apologize for the miscommunication regarding this matter. It is very important to us to that you are a satisfied customer....

I will have a Manager call you today to resolve your issue. Thank You [redacted]

[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]

We are currently working with Mr. [redacted] to satisfy his concerns and come to a speedy conclusion. 
 
Thank You
[redacted]

Mrs. [redacted],Thank you for your business.  We have researched this situation and found the solution.  You purchased the vehicle on 8/12/17.  We cut the check and sent the money owed to American Honda Finance Corporation on 8/18/17.  However, it appears that AHFC posted the...

credit to the wrong account.  Once we received your complaint, we called AHFC and inquired about this check and they were indeed able to track down the Money.  They are making the adjustment to reflect on your account and you will see the credit in the near term.  They also assured us that this error will not have any impact on your credit rating.  We apologize for the inconvenience. Thank You Robert K[redacted]

[redacted], I know that our General Sales Manager has been in contact with you about this issue. We submitted the cancelation paperwork on 10/8/2014 for the Warranty you purchased. This money has already been credited to your Capital account. On the same day we submitted the Cancelation for the...

GAP insurance. The refund was not yet released by the GAP insurance Company. We checked the status and you will be receiving a credit of approximately $900 to your Cap One Account shortly. We have your paperwork on file along with your signature on several forms authorizing your purchase of the GAP insurance and the Warranty. You also stated in your complaint that your Payoff was $15,231 including Taxes… The Payoff on your vehicle was indeed $15,231; however that figure did not include Taxes and Fees. We can provide you with all signed documents along with the actual buyout figures from Honda on your vehicle which reflects $15,231 Plus Taxes and Fees.

We are currently working with Mrs. [redacted] to rectify this issue.
Thank You
[redacted]

Mrs. [redacted], I apologize for the miscommunication regarding this matter. It is very important to us to that you are a satisfied customer. I will have a Manager call you today to resolve your issue. Thank You [redacted]

Mr. V[redacted], 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 lot. As a stipulation of our New Agreement, we agreed to pay $279 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 [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.”  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 [redacted] $279.  [redacted] received the $279 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 19 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 [redacted], 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 $350 “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 Mr. V[redacted]’s business, DCH Paramus Honda is not obligated to make a concession for Mr. V[redacted]’s Damage on his lease return as per our written agreement. Thank you R[redacted]

There was a delay with this customer's Motor Vehicle Processing. The customer was very concerned. In an attempt to accommodate the customer, we did offer Mrs. [redacted] and her Mother to take the car back and sell her a different vehicle. The customer left the dealership without signing a new deal or...

taking delivery of the alternative vehicle. A few days later we rectified the clerical mistake that was hindering the registration on the original vehicle. Before we went ahead with the registration [redacted] (Used Car Manager)contacted Mrs. [redacted] 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 Vehicle. She clearly told Mr. [redacted] to register the original vehicle. 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