I understand that Mr*** is having second thoughts regarding the pricing of his vehicle purchase dated 10/22/16. Usually in a situation such as this, we would invite the customer in to discuss an alternative vehicle or perhaps discuss a repurchase of the vehicle from the
customer.Unfortunately, we were not informed of Mr***’s concerns until after he already traded in his recently purchased Accord. Mr*** traded in the Honda Accord he bought from us on October 22, to another local dealer on January 2, 2017. It was not until after he traded in the car that he contacted us on January 3rd, complaining about the purchase price of it. It’s my opinion based on reading the complaint that he feels he paid too much for his car based on the amount that he was offered in trade.Because he completed the purchase and traded in the vehicle he bought from us, the ability to repurchase the car from him has been eliminated and therefore significantly reduced our ability to attempt a remedy. In his complaint, Mr*** estimates that he was overcharged $***for the Honda Accord he purchased from us and that he was misled into paying too much because we did not properly present the vehicle to him. After extensive research and interviews, I cannot validate nor verify his complaints or concerns.Mr*** purchased a vehicle from us that was originally priced at $*** and discounted $*** to a final sale price of $***. Currently, the exact vehicle he purchased and traded in, is for sale now at the dealership he traded it in at with a retail price of $*** and an internet discount price of $***(Please see attached) This pricing, nearly days after he purchased the car and a calendar year later (to 2017) is significantly higher than the price he paid for the identical vehicle from us. Based on the information supplied above, I cannot see that Mr*** was misled or paid too much for his vehicle as it is currently being advertised and discounted in the same market that he purchased it in for a significantly higher price than he paid I certainly appreciate his many years of being our customer. I do not believe that based on the information, that Breakaway Honda should reimburse Mr*** $***. I cannot offer to repurchase Mr***’s vehicle because he no longer has it. Bill D***General ManagerBreakaway Honda
We have received and reviewed the complaint It is unfortunate that there was a delay in the payoff of the traded in vehicle We have verified that the loan on the traded in car has in fact been paid off and the check was sent on December 29, The check for the payoff cleared
our bank on January 9, As the payoff was not made within the stated time of the payoff quote, the payoff was higher than when the vehicle was traded Once we realized the delay, we called the lender for a current payoff amount and made the payoff in full, including additional interest and fees.As we can only imagine, it would be very frustrating to have just purchased another vehicle and find out there was a delay in the payoff of your trade, thus causing the opportunity of having to make two loan payments We have contacted *** *** and have communicated our responsibility for the delay. It is so unfortunate that a good buying experience has been somewhat lessened by our clerical error Please accept our sincere apologies
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
I reject the Breakaway Honda final offer and all conditions associated with this offerTherefore, while I own this car I will continue to expect the dealership to honor any and all warranties associated with my car purchase, including but not limited to the dealership specific lifetime powertrain warrantyI also expect to receive professional and courteous treatment in all Breakaway facilities
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
To MrBill D***, MrAdam R***, MrDale W***, MrRJ J***i, and the staff at Breakaway Honda: I reject your response with explicit answers to your statements and contest your account of the history regarding this purchase and your foll(starting May 20-June 8)By posting your non-factual summarization of our encounters by phone and in person over the last two weeks, and of the sales experience at your dealership, I do not feel you have your customer’s interests at heart, and I now understand that overall you have no interest in the betterment of a relationship with a family that owns three Hondas, (and were planning to buy two more in before our experience with your organization) I am a solo customer truthfully recounting every detailThe Breakaway organization is very interested in eliminating a bad dealer reputation, and therefore I would have thought they would have been more sincere in their dealings with meQuite frankly I feel the Breakaway dealership feels that they have done the “polite and political acknowledgement” of this excruciating situation for me so they can appear responsive on public websites, is tired of hearing the same facts from me over and over again, know that I have the burden to prove my case since I own the vehicle and there is no auto buyer’s remorse clause in SC, and they just have decided it is time for them to move on and let me deal with this loss of money and bad experience on my ownWhen I went to purchase a car from them following one of the most stressful events in my life I put my full faith and trust in the Breakaway organization there to educate me, take care of me, be honest, and treat me rightAs stated in my original plea- if no compromise can be worked out can be worked out I simply request a full refundPLEASE NOTE: Mr Bill D*** clearly avoids mentioning that on at my place of business on June between noon and 1:PM, I counter-offered at $his $offer for my paying additional money to get the correct carHe also clearly avoids mentioning that I called him back on Friday June at 5:PM to DISCUSS his $offer vis phone from June late afternoonInstead of calling me back on June 12th, he chose instead to write in this summary: THEY STATE: Breakaway Honda has continued to make the effort to go above and beyond to assist this customer. We have professionally and respectfully communicated with this customer at her convenience, but have been unable to meet her requirements in order to satisfy herMY RESPONSE: I think going above and beyond includes the business returning a call and writing a factual account of the offer and counter-offer instead of conveniently deciding to eliminate the key factsI thanked MrD*** for is attention to this matter at least three times and I thanked him for coming to see me. I expected polite treatment to continue but my last call on Friday at 5:PM was not returnedTHEY MENTION: This customer arrived at Breakaway Honda on 5/20/17. She requested pricing on a Honda Accord EXL. In preparation before her arrival she had researched the vehicle and pricing at other area Honda dealerships. MY RESPONSE: MY COMMENT- Item 1: On May I told the salesman with sincere honesty and in a state of complete faith in them that I had been unable to do ANY research on the new Accord featuresThey said not to worry, I had the best salesman, they completely understood my stressful situation, and they were going to take care of meI shared I had found out just the last evening at 5:PM on May that my car was being totaled, had exceeded the day rental period by my insurance because of Breakaway Collision/*** shop time and disagreement, and had to buy a car quicklyI explained to the salesman MrRJ J*** that I needed his help in getting a car with the same exact safety features as those had just saved my life in a car accidentI mentioned that I needed their help to know how the features had changed because I had not researched the new vehicle capabilities and features AT ALL I gave him a full copy of all the features on my Accord that I got from my adjustor to look at and went over those features with MrRJ J*** on Kelly Blue Book as wellMY COMMENT: Item I told him I had gotten a phone /text quote from one other dealer ship I originally got my Honda from (not several as they state) but preferred to come to Breakaway because of the proximity to my home and my family’s positive experience with Fred in ServiceI very clearly told them I got no written detail of features f or EX-L just knew of a priceThey never asked me what options the dealer had mentioned THEY STATE: She informed us that if we could beat the lowest price that she had acquired during her research, she would buy from Breakaway Honda. Breakaway Honda reviewed her price offer and responded with a lower price. The customer test drove two Accord EXL’s, earlier in the day and asked us to wash the Accord EXL she wished to purchase and she would be back to look at it later that evening. The customer returned later to inspect the vehicle and she test drove it again and her boyfriend test drove the vehicle before she purchased itMY Clarification: I requested on three distinct occasions that the salesman clearly identify the features that had changed from the to the Accord EX-L base modelTwice in the parking lot of the dealership MrRJ J*** was asked to go over the feature changesHe failed to mention the safety package had gone to an option level and was not included in the base modelHe only mentioned a grill change, remote ignition start, and the Apple car playI asked him during the test drive to go over the features of the car and also the features that had changed in the model yearsHe again said, not much had changed, just what he had already told me about the front grill, remote start, and Apple Car playNote that this was while I was in the car with himHe obviously had no training on this feature change from to THEY STATE: She completed her transaction and signed her documents. A few days later she took delivery of the vehicle that she purchasedMY Clarification: In mentioning a “She completed her transaction and signed her documents. ” I clarify and note that the salesman failed to go over the features of the car I before I signed my papers, which I later heard from out from MRD*** in our conversation on June 6th and the Honda customer service center , is a work process requirement for the salesmenI also mentioned at the time to MrRJ J*** that I would like them to leave on the “beep” sound that comes on when you change lanes if you don’t use your signalI mentioned some people find it annoying but I liked itThe salesman never followed up on the notes he took that dayThe date the car was provided to me for delivery was May 29th, as the rear left seat had a leather rip in it on May they needed to repairSince I was half an hour late for my delivery appointment on May 29, he was with another customer and could only spend minutes getting my car set up and had to run offTHEY SAID : The following week, this customer came to the conclusion that she did not have some of the features that she had on a Honda Accord EXL that she previously owned and purchased elsewhere. She returned to the dealership and informed us that we sold her the wrong car. We informed the customer that we sold her the car that she informed us she wanted, and at a price she wanted us to compete with. item 4. The dealer and MrD*** indicate fail to acknowledge that at any point in time they had any part in not informing me of the vehicle’s featuresMRRJ J*** himself was speechless when I asked him in my car on 9:M Saturday June why those features were missingI asked him in the car why he did not get me the car with the features on itHe could not answer the questionI clearly told them repeatedly I wanted ALL the safety features in my Accord EX-L in this carTHEY SAID: Because the Honda Accord EXL she purchased had already been licensed and titled, it would no longer be able to be sold as a “New Vehicle” and had depreciated in value. We offered this customer to trade this vehicle in on a Honda Accord EXL with Navigation and Sensing, which is now the vehicle that the customer decided she wanted after she negotiated and purchased the vehicle she has. Unfortunately, as she has expressed, this customer does not feel the depreciation of her previously purchased vehicle is a fair amount and / or her responsibilityMY COMMENT: TRULY I did not feel a car driven miles over days as was shared on June 3rd, was worth $In depreciation because my 2013 Honda that was totaled only depreciated $over yearsTHEY SAID :On Saturday June 3, 2017, this customer came into the dealership and spent approximately hour reviewing the merits of her purchase and denouncing her responsibility for her purchase. A dollar amount of $difference to trade was established The amount of difference was a combination of the depreciation of the vehicle she bought and the price difference of the vehicle she now wants to purchaseThe customer decided to make a customer complaint to *** *** via cell phone in the middle of the showroom of our dealership. She was asked to leaveMY CLARIFICATION: During this discussion period I mentioned twice and pleaded that the point in talking to this Sales manager MrDale W*** was so we could compromise somewhere on that $figure so that I could get the correct carHe stated a “take it or leave it” deal and basically said if I wanted to buy a car for a minimum of $he would sell me oneIn regards to being asked to leave the showroom, when I was in tears, jus because I was calling their parent organization Honda to get some helpWhat a terrible humiliating experienceThey could have asked me to go to a private office to make that callTHEY STATE: On Tuesday June 6th, I contacted this customer by phone and spent approximately one hour discussing with the customer the merits of her purchase. I informed her I would research and interview the employees with whom she interacted with and I would re-contact her the next day. On Wednesday June 7th I contacted the customer by phone and spent approximately another hour reviewing the results of my research. Because this conversation unfortunately did not generate any forward progress, I suggested meeting with this customer in person at her convenience. We decided to meet at her place of business the next dayOn Thursday, June 8thI met with this customer at her place of business at a mutually agreed upon time of noon. I was introduced to her boyfriend and we spent approximately another hour at her employment. I had reduced our offer to trade to $4500. I also presented an alternative offer to trade her for a Certified Pre-Owned Honda Accord EXL, with the color she wanted and the options she now desires. The Pre-owned car had approximately miles on it. I had driven it to this meeting in the event that this customer wanted to view it. The difference to take the car she purchased in trade and sell her the Pre-owned Honda was $500.00. The customer declined both offers. I informed the customer that I would review the situation one more time and make a final offer. Once I returned to my office I made a final evaluation and contacted the customer by phone at approximately 4:30. I made my final offer of $difference in trade on the new vehicle or I would give the customer $to trade for the certified pre-owned car. She asked me if that was my final offer, I said “yes” and she said thank you and terminated the callMY RESONSE: MR D***: FOR YOUR INFORMATION I HAD TO HANG UP THURSDAY AFTERNOON AS I WAS IN A VERY IMPORTANT MEETING WITH MY PROJECT LEADERSHIP WHEN YOU CALLED AT 4:PM AND I SAID I WOULD CALL YOU BACK THE NEXT DAY ON JUNE I did call back on June 9th, left a message Friday at 5:PM you never called me backYou also failed to mention in your story my counter offer of $on Thursday at my place of business between 12:and 1:PMTHEY STATE: In closing, and after significant research and effort, I feel that Breakaway Honda treated this customer professionally and respectfully. She arrived at our dealership displaying the knowledge and capability of informing us of the vehicle she wanted to buy. She had researched the vehicle and the pricing at other Honda dealerships before she arrived at Breakaway Honda. I have concluded that if she had been treated poorly or “bullied” during her buying process, she would have bought elsewhere, as she had obviously established a relationship with other Honda dealers in the marketMY COMMENT: I feel I have not been treated with the unbiased respect and fairness that I would expect of a tier volume dealer such as BreakawayI have cried and pleaded for help and support in front of the sales manager on June and on the phone with MrD*** on June out of complete and total devastation and frustrationI have never had to file with Revdex.com for another businessI have not driven this car since June 3rd because I have been keeping it nice and clean and pristine for MrD***’s dealership to take back I have been honest and sincere in my telling of the storyBreakaway knows that I am at a disadvantageAnd it seems they just don’t care about the individual and want only to fix their reputation for such issues They are exerting their influence in a manner typical of “big car dealer mentality” and atypical of a well-established, ethical, professional organization They have the capability to take this situation and make it a positive, banner example of how they acknowledged a salesman was not fully trained in the product features and made a mistakeI have experience with only one other Honda dealer and that is the one that I bought my fromI had told Breakaway I did not choose to deal with the other dealership again because of the high marks my dad gave this service departmentMy dad actually strongly pleaded for me to come to Breakaway and give them a “shot”Now they have lost our and our friends and extended family’s business for lifeHonda has lost a customer for lifeThe lack of a buyer’s remorse clause for autos in SC handicaps me in this situationIn regards to the insertion of MrD***’s bullying comment, the two sales managers at this establishment should be asked to take a course in professional behavior towards customers of all cultures and backgroundsI have bared my heart and my soul, I have been honest, I attempted on two occasions to compromise, and that must be acknowledged
Regards,
*** ***
In response to the complaint received from *** *** regarding her Honda Civic.I am sorry that this customer had a poor experience when she visited our collision center The great news is that American Honda did extend the exterior paint warranties on some specific
vehicles and model years It sounds as though you have verified that this extension applies to your car Unfortunately American Honda did not authorize any allowances or compensation for a rental or loaner vehicle while your vehicle is having its paint issues repaired Our collision center has no authority to override this expense and we would not be compensated or reimbursed for alternative transportation expenses.While it is great to hear that American Honda will offer to assist in repainting affected panels on your vehicle, it certainly is not great to hear that it will take three weeks to do it The problem is compounded by not offering alternative transportation. I believe you are actually registering two complaints, the first one is directed towards American Honda for not offering alternative transportation while your car is having paint work done Unfortunately the dealership has no control over the Manufacturer for these decisions I would recommend that this part of your complaint be directed solely towards the Manufacturer.Your second complaint is directed towards the Breakaway Honda Collision Center I believe the complaint is based on the time it was estimated that it would take to paint the effected panels on your car Three weeks does seem like a long time to paint a car, until you look into what all goes into the process of professionally painting a vehicleBefore we go into that discussion I would like the opportunity to have our Service Manager Steve B*** take look at your car Depending on how many panels that will need painting and flexibility in scheduling, it is possible that we could reduce the time we have your car in our shop Steve B*** is in the Breakaway Honda Service Department on *** Road, not the paint shop on *** Road I will make Steve aware of your concerns so that you wont be waiting in our service department for more that minutes while he evaluates and photographs your car We will make sure to schedule your vehicle for the least amount of time that we can
This customer arrived at Breakaway Honda on 5/20/17. She requested pricing on a Honda Accord EXL. In preparation before her arrival she had researched the vehicle and pricing at other area Honda dealerships. She informed us that if we could beat the lowest price that she had
acquired during her research, she would buy from Breakaway Honda. Breakaway Honda reviewed her price offer and responded with a lower price. The customer test drove two Accord EXL’s, earlier in the day and asked us to wash the Accord EXL she wished to purchase and she would be back to look at it later that evening. The customer returned later to inspect the vehicle and she test drove it again and her boyfriend test drove the vehicle before she purchased it. She completed her transaction and signed her documents. A few days later she took delivery of the vehicle that she purchasedThe following week, this customer came to the conclusion that she did not have some of the features that she had on a Honda Accord EXL that she previously owned and purchased elsewhere. She returned to the dealership and informed us that we sold her the wrong car. We informed the customer that we sold her the car that she informed us she wanted, and at a price she wanted us to compete with. Because the Honda Accord EXL she purchased had already been licensed and titled, it would no longer be able to be sold as a “New Vehicle” and had depreciated in value. We offered this customer to trade this vehicle in on a Honda Accord EXL with Navigation and Sensing, which is now the vehicle that the customer decided she wanted after she negotiated and purchased the vehicle she has. Unfortunately, as she has expressed, this customer does not feel the depreciation of her previously purchased vehicle is a fair amount and / or her responsibilityOn Saturday June 3, 2017, this customer came into the dealership and spent approximately hour reviewing the merits of her purchase and denouncing her responsibility for her purchase. A dollar amount of $difference to trade was established The amount of difference was a combination of the depreciation of the vehicle she bought and the price difference of the vehicle she now wants to purchaseThe customer decided to make a customer complaint to *** *** via cell phone in the middle of the showroom of our dealership. She was asked to leaveOn Tuesday June 6th, I contacted this customer by phone and spent approximately one hour discussing with the customer the merits of her purchase. I informed her I would research and interview the employees with whom she interacted with and I would re-contact her the next day. On Wednesday June 7th I contacted the customer by phone and spent approximately another hour reviewing the results of my research. Because this conversation unfortunately did not generate any forward progress, I suggested meeting with this customer in person at her convenience. We decided to meet at her place of business the next dayOn Thursday, June 8thI met with this customer at her place of business at a mutually agreed upon time of noon. I was introduced to her boyfriend and we spent approximately another hour at her employment. I had reduced our offer to trade to $4500. I also presented an alternative offer to trade her for a Certified Pre-Owned Honda Accord EXL, with the color she wanted and the options she now desires. The Pre-owned car had approximately miles on it. I had driven it to this meeting in the event that this customer wanted to view it. The difference to take the car she purchased in trade and sell her the Pre-owned Honda was $500.00. The customer declined both offers. I informed the customer that I would review the situation one more time and make a final offer. Once I returned to my office I made a final evaluation and contacted the customer by phone at approximately 4:30. I made my final offer of $difference in trade on the new vehicle or I would give the customer $to trade for the certified pre-owned car. She asked me if that was my final offer, I said “yes” and she said thank you and terminated the callIn closing, and after significant research and effort, I feel that Breakaway Honda treated this customer professionally and respectfully. She arrived at our dealership displaying the knowledge and capability of informing us of the vehicle she wanted to buy. She had researched the vehicle and the pricing at other Honda dealerships before she arrived at Breakaway Honda. I have concluded that if she had been treated poorly or “bullied” during her buying process, she would have bought elsewhere, as she had obviously established a relationship with other Honda dealers in the marketBreakaway Honda has continued to make the effort to go above and beyond to assist this customer. We have professionally and respectfully communicated with this customer at her convenience, but have been unable to meet her requirements in order to satisfy her
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Whether or not the vehicle is still owned or not is completely irrelevant. The fact remains that I was not informed of the real condition of the vehicle at the time of purchase. I would have had no reason to personally run a CarFax report on the vehicle after purchase, considering the dealerships explanation of what it means to purchase a "Certified Pre-Owned Vehicle". If given the opportunity and an honest assessment of the vehicle by the dealership, this wouldn't have been an issue and I would have selected a different vehicle. The fact remains that I have documentation that says something completely different than what I have been told over the phone and during time of purchase. I was told I signed a "Budget Used Vehicle" document. I have that document, but it isn't signed and was filled out by someone else. I was told it wasn't a Certified Pre-Owned Vehicle after the fact. I have a CPO warranty card and letter of warranty from the manufacturer saying otherwise. I have requested to speak with the general manager. My requests have been ignored and unanswered. I was told there was no warranty on the vehicle and it was sold "As-Is". I have a window sticker that says "Warranty". I had a long relationship with Breakaway Honda. I do no longer. The worst part is....the dealership doesn't care.Consumers and potential automobile shoppers can make their own decisions about whether or not they want to do business with Breakaway Honda. It is my intent that they are informed of how this dealership operates and what expectations you should have going in. I learned the hard way that history and relationship means nothing there and putting my trust in them that they would "steer me right" led to an old industry term called a "slam dunk". They took advantage of my trust and used it to move a quick sale without regards to potentially destroying a 20 year 3 family relationship. No...I am not satisfied with the response from the dealership. It is almost as condescending as they have been with me over the phone. If the Revdex.com needs copies of my documentation, I would be happy to provide it.
Regards,
[redacted]
Here is my final response for this customer: Unfortunately, after extensive efforts and communication, it appears as though we will not be able to reach a vehicle trade difference amount resolution with this customer. As a final offer to this customer, Breakaway Honda will: Purchase the car back from the customer for the amount of the sale price, less $1000.00. This offer will be extended until Monday, June 19th, 2017, 6 pm. This offer is pending vehicle inspection. All previous offers, in writing, verbally, assumed or implied for this customer, including “all vehicle trade options" are now fully rescinded. In the event the customer accepts this final offer, we request the customer contact us and schedule an appointment so that we can have all paperwork prepared in order to reduce the time necessary to complete the repurchase transaction. As a further condition of this offer, customer will agree to not conduct any future business with Breakaway Honda, in any department, included but not limited to: Automotive Sales, Service, parts or Collision Center.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. Some additional incentives should have been offered. The fact that more was paid than originally quoted is irrelevant to me as a consumer, it is the result of the error the business made. Can we receive some coupons for free services offered by the business?
Regards,
[redacted]
I understand that Mr*** is having second thoughts regarding the pricing of his vehicle purchase dated 10/22/16. Usually in a situation such as this, we would invite the customer in to discuss an alternative vehicle or perhaps discuss a repurchase of the vehicle from the
customer.Unfortunately, we were not informed of Mr***’s concerns until after he already traded in his recently purchased Accord. Mr*** traded in the Honda Accord he bought from us on October 22, to another local dealer on January 2, 2017. It was not until after he traded in the car that he contacted us on January 3rd, complaining about the purchase price of it. It’s my opinion based on reading the complaint that he feels he paid too much for his car based on the amount that he was offered in trade.Because he completed the purchase and traded in the vehicle he bought from us, the ability to repurchase the car from him has been eliminated and therefore significantly reduced our ability to attempt a remedy. In his complaint, Mr*** estimates that he was overcharged $***for the Honda Accord he purchased from us and that he was misled into paying too much because we did not properly present the vehicle to him. After extensive research and interviews, I cannot validate nor verify his complaints or concerns.Mr*** purchased a vehicle from us that was originally priced at $*** and discounted $*** to a final sale price of $***. Currently, the exact vehicle he purchased and traded in, is for sale now at the dealership he traded it in at with a retail price of $*** and an internet discount price of $***(Please see attached) This pricing, nearly days after he purchased the car and a calendar year later (to 2017) is significantly higher than the price he paid for the identical vehicle from us. Based on the information supplied above, I cannot see that Mr*** was misled or paid too much for his vehicle as it is currently being advertised and discounted in the same market that he purchased it in for a significantly higher price than he paid I certainly appreciate his many years of being our customer. I do not believe that based on the information, that Breakaway Honda should reimburse Mr*** $***. I cannot offer to repurchase Mr***’s vehicle because he no longer has it. Bill D***General ManagerBreakaway Honda
We have received and reviewed the complaint It is unfortunate that there was a delay in the payoff of the traded in vehicle We have verified that the loan on the traded in car has in fact been paid off and the check was sent on December 29, The check for the payoff cleared
our bank on January 9, As the payoff was not made within the stated time of the payoff quote, the payoff was higher than when the vehicle was traded Once we realized the delay, we called the lender for a current payoff amount and made the payoff in full, including additional interest and fees.As we can only imagine, it would be very frustrating to have just purchased another vehicle and find out there was a delay in the payoff of your trade, thus causing the opportunity of having to make two loan payments We have contacted *** *** and have communicated our responsibility for the delay. It is so unfortunate that a good buying experience has been somewhat lessened by our clerical error Please accept our sincere apologies
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
I reject the Breakaway Honda final offer and all conditions associated with this offerTherefore, while I own this car I will continue to expect the dealership to honor any and all warranties associated with my car purchase, including but not limited to the dealership specific lifetime powertrain warrantyI also expect to receive professional and courteous treatment in all Breakaway facilities
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
To MrBill D***, MrAdam R***, MrDale W***, MrRJ J***i, and the staff at Breakaway Honda: I reject your response with explicit answers to your statements and contest your account of the history regarding this purchase and your foll(starting May 20-June 8)By posting your non-factual summarization of our encounters by phone and in person over the last two weeks, and of the sales experience at your dealership, I do not feel you have your customer’s interests at heart, and I now understand that overall you have no interest in the betterment of a relationship with a family that owns three Hondas, (and were planning to buy two more in before our experience with your organization) I am a solo customer truthfully recounting every detailThe Breakaway organization is very interested in eliminating a bad dealer reputation, and therefore I would have thought they would have been more sincere in their dealings with meQuite frankly I feel the Breakaway dealership feels that they have done the “polite and political acknowledgement” of this excruciating situation for me so they can appear responsive on public websites, is tired of hearing the same facts from me over and over again, know that I have the burden to prove my case since I own the vehicle and there is no auto buyer’s remorse clause in SC, and they just have decided it is time for them to move on and let me deal with this loss of money and bad experience on my ownWhen I went to purchase a car from them following one of the most stressful events in my life I put my full faith and trust in the Breakaway organization there to educate me, take care of me, be honest, and treat me rightAs stated in my original plea- if no compromise can be worked out can be worked out I simply request a full refundPLEASE NOTE: Mr Bill D*** clearly avoids mentioning that on at my place of business on June between noon and 1:PM, I counter-offered at $his $offer for my paying additional money to get the correct carHe also clearly avoids mentioning that I called him back on Friday June at 5:PM to DISCUSS his $offer vis phone from June late afternoonInstead of calling me back on June 12th, he chose instead to write in this summary: THEY STATE: Breakaway Honda has continued to make the effort to go above and beyond to assist this customer. We have professionally and respectfully communicated with this customer at her convenience, but have been unable to meet her requirements in order to satisfy herMY RESPONSE: I think going above and beyond includes the business returning a call and writing a factual account of the offer and counter-offer instead of conveniently deciding to eliminate the key factsI thanked MrD*** for is attention to this matter at least three times and I thanked him for coming to see me. I expected polite treatment to continue but my last call on Friday at 5:PM was not returnedTHEY MENTION: This customer arrived at Breakaway Honda on 5/20/17. She requested pricing on a Honda Accord EXL. In preparation before her arrival she had researched the vehicle and pricing at other area Honda dealerships. MY RESPONSE: MY COMMENT- Item 1: On May I told the salesman with sincere honesty and in a state of complete faith in them that I had been unable to do ANY research on the new Accord featuresThey said not to worry, I had the best salesman, they completely understood my stressful situation, and they were going to take care of meI shared I had found out just the last evening at 5:PM on May that my car was being totaled, had exceeded the day rental period by my insurance because of Breakaway Collision/*** shop time and disagreement, and had to buy a car quicklyI explained to the salesman MrRJ J*** that I needed his help in getting a car with the same exact safety features as those had just saved my life in a car accidentI mentioned that I needed their help to know how the features had changed because I had not researched the new vehicle capabilities and features AT ALL I gave him a full copy of all the features on my Accord that I got from my adjustor to look at and went over those features with MrRJ J*** on Kelly Blue Book as wellMY COMMENT: Item I told him I had gotten a phone /text quote from one other dealer ship I originally got my Honda from (not several as they state) but preferred to come to Breakaway because of the proximity to my home and my family’s positive experience with Fred in ServiceI very clearly told them I got no written detail of features f or EX-L just knew of a priceThey never asked me what options the dealer had mentioned THEY STATE: She informed us that if we could beat the lowest price that she had acquired during her research, she would buy from Breakaway Honda. Breakaway Honda reviewed her price offer and responded with a lower price. The customer test drove two Accord EXL’s, earlier in the day and asked us to wash the Accord EXL she wished to purchase and she would be back to look at it later that evening. The customer returned later to inspect the vehicle and she test drove it again and her boyfriend test drove the vehicle before she purchased itMY Clarification: I requested on three distinct occasions that the salesman clearly identify the features that had changed from the to the Accord EX-L base modelTwice in the parking lot of the dealership MrRJ J*** was asked to go over the feature changesHe failed to mention the safety package had gone to an option level and was not included in the base modelHe only mentioned a grill change, remote ignition start, and the Apple car playI asked him during the test drive to go over the features of the car and also the features that had changed in the model yearsHe again said, not much had changed, just what he had already told me about the front grill, remote start, and Apple Car playNote that this was while I was in the car with himHe obviously had no training on this feature change from to THEY STATE: She completed her transaction and signed her documents. A few days later she took delivery of the vehicle that she purchasedMY Clarification: In mentioning a “She completed her transaction and signed her documents. ” I clarify and note that the salesman failed to go over the features of the car I before I signed my papers, which I later heard from out from MRD*** in our conversation on June 6th and the Honda customer service center , is a work process requirement for the salesmenI also mentioned at the time to MrRJ J*** that I would like them to leave on the “beep” sound that comes on when you change lanes if you don’t use your signalI mentioned some people find it annoying but I liked itThe salesman never followed up on the notes he took that dayThe date the car was provided to me for delivery was May 29th, as the rear left seat had a leather rip in it on May they needed to repairSince I was half an hour late for my delivery appointment on May 29, he was with another customer and could only spend minutes getting my car set up and had to run offTHEY SAID : The following week, this customer came to the conclusion that she did not have some of the features that she had on a Honda Accord EXL that she previously owned and purchased elsewhere. She returned to the dealership and informed us that we sold her the wrong car. We informed the customer that we sold her the car that she informed us she wanted, and at a price she wanted us to compete with. item 4. The dealer and MrD*** indicate fail to acknowledge that at any point in time they had any part in not informing me of the vehicle’s featuresMRRJ J*** himself was speechless when I asked him in my car on 9:M Saturday June why those features were missingI asked him in the car why he did not get me the car with the features on itHe could not answer the questionI clearly told them repeatedly I wanted ALL the safety features in my Accord EX-L in this carTHEY SAID: Because the Honda Accord EXL she purchased had already been licensed and titled, it would no longer be able to be sold as a “New Vehicle” and had depreciated in value. We offered this customer to trade this vehicle in on a Honda Accord EXL with Navigation and Sensing, which is now the vehicle that the customer decided she wanted after she negotiated and purchased the vehicle she has. Unfortunately, as she has expressed, this customer does not feel the depreciation of her previously purchased vehicle is a fair amount and / or her responsibilityMY COMMENT: TRULY I did not feel a car driven miles over days as was shared on June 3rd, was worth $In depreciation because my 2013 Honda that was totaled only depreciated $over yearsTHEY SAID :On Saturday June 3, 2017, this customer came into the dealership and spent approximately hour reviewing the merits of her purchase and denouncing her responsibility for her purchase. A dollar amount of $difference to trade was established The amount of difference was a combination of the depreciation of the vehicle she bought and the price difference of the vehicle she now wants to purchaseThe customer decided to make a customer complaint to *** *** via cell phone in the middle of the showroom of our dealership. She was asked to leaveMY CLARIFICATION: During this discussion period I mentioned twice and pleaded that the point in talking to this Sales manager MrDale W*** was so we could compromise somewhere on that $figure so that I could get the correct carHe stated a “take it or leave it” deal and basically said if I wanted to buy a car for a minimum of $he would sell me oneIn regards to being asked to leave the showroom, when I was in tears, jus because I was calling their parent organization Honda to get some helpWhat a terrible humiliating experienceThey could have asked me to go to a private office to make that callTHEY STATE: On Tuesday June 6th, I contacted this customer by phone and spent approximately one hour discussing with the customer the merits of her purchase. I informed her I would research and interview the employees with whom she interacted with and I would re-contact her the next day. On Wednesday June 7th I contacted the customer by phone and spent approximately another hour reviewing the results of my research. Because this conversation unfortunately did not generate any forward progress, I suggested meeting with this customer in person at her convenience. We decided to meet at her place of business the next dayOn Thursday, June 8thI met with this customer at her place of business at a mutually agreed upon time of noon. I was introduced to her boyfriend and we spent approximately another hour at her employment. I had reduced our offer to trade to $4500. I also presented an alternative offer to trade her for a Certified Pre-Owned Honda Accord EXL, with the color she wanted and the options she now desires. The Pre-owned car had approximately miles on it. I had driven it to this meeting in the event that this customer wanted to view it. The difference to take the car she purchased in trade and sell her the Pre-owned Honda was $500.00. The customer declined both offers. I informed the customer that I would review the situation one more time and make a final offer. Once I returned to my office I made a final evaluation and contacted the customer by phone at approximately 4:30. I made my final offer of $difference in trade on the new vehicle or I would give the customer $to trade for the certified pre-owned car. She asked me if that was my final offer, I said “yes” and she said thank you and terminated the callMY RESONSE: MR D***: FOR YOUR INFORMATION I HAD TO HANG UP THURSDAY AFTERNOON AS I WAS IN A VERY IMPORTANT MEETING WITH MY PROJECT LEADERSHIP WHEN YOU CALLED AT 4:PM AND I SAID I WOULD CALL YOU BACK THE NEXT DAY ON JUNE I did call back on June 9th, left a message Friday at 5:PM you never called me backYou also failed to mention in your story my counter offer of $on Thursday at my place of business between 12:and 1:PMTHEY STATE: In closing, and after significant research and effort, I feel that Breakaway Honda treated this customer professionally and respectfully. She arrived at our dealership displaying the knowledge and capability of informing us of the vehicle she wanted to buy. She had researched the vehicle and the pricing at other Honda dealerships before she arrived at Breakaway Honda. I have concluded that if she had been treated poorly or “bullied” during her buying process, she would have bought elsewhere, as she had obviously established a relationship with other Honda dealers in the marketMY COMMENT: I feel I have not been treated with the unbiased respect and fairness that I would expect of a tier volume dealer such as BreakawayI have cried and pleaded for help and support in front of the sales manager on June and on the phone with MrD*** on June out of complete and total devastation and frustrationI have never had to file with Revdex.com for another businessI have not driven this car since June 3rd because I have been keeping it nice and clean and pristine for MrD***’s dealership to take back I have been honest and sincere in my telling of the storyBreakaway knows that I am at a disadvantageAnd it seems they just don’t care about the individual and want only to fix their reputation for such issues They are exerting their influence in a manner typical of “big car dealer mentality” and atypical of a well-established, ethical, professional organization They have the capability to take this situation and make it a positive, banner example of how they acknowledged a salesman was not fully trained in the product features and made a mistakeI have experience with only one other Honda dealer and that is the one that I bought my fromI had told Breakaway I did not choose to deal with the other dealership again because of the high marks my dad gave this service departmentMy dad actually strongly pleaded for me to come to Breakaway and give them a “shot”Now they have lost our and our friends and extended family’s business for lifeHonda has lost a customer for lifeThe lack of a buyer’s remorse clause for autos in SC handicaps me in this situationIn regards to the insertion of MrD***’s bullying comment, the two sales managers at this establishment should be asked to take a course in professional behavior towards customers of all cultures and backgroundsI have bared my heart and my soul, I have been honest, I attempted on two occasions to compromise, and that must be acknowledged
Regards,
*** ***
I have been in contact with this customer and have reached a mutual agreement Thank you for your assistance in this matter. Bill D***
In response to the complaint received from *** *** regarding her Honda Civic.I am sorry that this customer had a poor experience when she visited our collision center The great news is that American Honda did extend the exterior paint warranties on some specific
vehicles and model years It sounds as though you have verified that this extension applies to your car Unfortunately American Honda did not authorize any allowances or compensation for a rental or loaner vehicle while your vehicle is having its paint issues repaired Our collision center has no authority to override this expense and we would not be compensated or reimbursed for alternative transportation expenses.While it is great to hear that American Honda will offer to assist in repainting affected panels on your vehicle, it certainly is not great to hear that it will take three weeks to do it The problem is compounded by not offering alternative transportation. I believe you are actually registering two complaints, the first one is directed towards American Honda for not offering alternative transportation while your car is having paint work done Unfortunately the dealership has no control over the Manufacturer for these decisions I would recommend that this part of your complaint be directed solely towards the Manufacturer.Your second complaint is directed towards the Breakaway Honda Collision Center I believe the complaint is based on the time it was estimated that it would take to paint the effected panels on your car Three weeks does seem like a long time to paint a car, until you look into what all goes into the process of professionally painting a vehicleBefore we go into that discussion I would like the opportunity to have our Service Manager Steve B*** take look at your car Depending on how many panels that will need painting and flexibility in scheduling, it is possible that we could reduce the time we have your car in our shop Steve B*** is in the Breakaway Honda Service Department on *** Road, not the paint shop on *** Road I will make Steve aware of your concerns so that you wont be waiting in our service department for more that minutes while he evaluates and photographs your car We will make sure to schedule your vehicle for the least amount of time that we can
This customer arrived at Breakaway Honda on 5/20/17. She requested pricing on a Honda Accord EXL. In preparation before her arrival she had researched the vehicle and pricing at other area Honda dealerships. She informed us that if we could beat the lowest price that she had
acquired during her research, she would buy from Breakaway Honda. Breakaway Honda reviewed her price offer and responded with a lower price. The customer test drove two Accord EXL’s, earlier in the day and asked us to wash the Accord EXL she wished to purchase and she would be back to look at it later that evening. The customer returned later to inspect the vehicle and she test drove it again and her boyfriend test drove the vehicle before she purchased it. She completed her transaction and signed her documents. A few days later she took delivery of the vehicle that she purchasedThe following week, this customer came to the conclusion that she did not have some of the features that she had on a Honda Accord EXL that she previously owned and purchased elsewhere. She returned to the dealership and informed us that we sold her the wrong car. We informed the customer that we sold her the car that she informed us she wanted, and at a price she wanted us to compete with. Because the Honda Accord EXL she purchased had already been licensed and titled, it would no longer be able to be sold as a “New Vehicle” and had depreciated in value. We offered this customer to trade this vehicle in on a Honda Accord EXL with Navigation and Sensing, which is now the vehicle that the customer decided she wanted after she negotiated and purchased the vehicle she has. Unfortunately, as she has expressed, this customer does not feel the depreciation of her previously purchased vehicle is a fair amount and / or her responsibilityOn Saturday June 3, 2017, this customer came into the dealership and spent approximately hour reviewing the merits of her purchase and denouncing her responsibility for her purchase. A dollar amount of $difference to trade was established The amount of difference was a combination of the depreciation of the vehicle she bought and the price difference of the vehicle she now wants to purchaseThe customer decided to make a customer complaint to *** *** via cell phone in the middle of the showroom of our dealership. She was asked to leaveOn Tuesday June 6th, I contacted this customer by phone and spent approximately one hour discussing with the customer the merits of her purchase. I informed her I would research and interview the employees with whom she interacted with and I would re-contact her the next day. On Wednesday June 7th I contacted the customer by phone and spent approximately another hour reviewing the results of my research. Because this conversation unfortunately did not generate any forward progress, I suggested meeting with this customer in person at her convenience. We decided to meet at her place of business the next dayOn Thursday, June 8thI met with this customer at her place of business at a mutually agreed upon time of noon. I was introduced to her boyfriend and we spent approximately another hour at her employment. I had reduced our offer to trade to $4500. I also presented an alternative offer to trade her for a Certified Pre-Owned Honda Accord EXL, with the color she wanted and the options she now desires. The Pre-owned car had approximately miles on it. I had driven it to this meeting in the event that this customer wanted to view it. The difference to take the car she purchased in trade and sell her the Pre-owned Honda was $500.00. The customer declined both offers. I informed the customer that I would review the situation one more time and make a final offer. Once I returned to my office I made a final evaluation and contacted the customer by phone at approximately 4:30. I made my final offer of $difference in trade on the new vehicle or I would give the customer $to trade for the certified pre-owned car. She asked me if that was my final offer, I said “yes” and she said thank you and terminated the callIn closing, and after significant research and effort, I feel that Breakaway Honda treated this customer professionally and respectfully. She arrived at our dealership displaying the knowledge and capability of informing us of the vehicle she wanted to buy. She had researched the vehicle and the pricing at other Honda dealerships before she arrived at Breakaway Honda. I have concluded that if she had been treated poorly or “bullied” during her buying process, she would have bought elsewhere, as she had obviously established a relationship with other Honda dealers in the marketBreakaway Honda has continued to make the effort to go above and beyond to assist this customer. We have professionally and respectfully communicated with this customer at her convenience, but have been unable to meet her requirements in order to satisfy her
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Whether or not the vehicle is still owned or not is completely irrelevant. The fact remains that I was not informed of the real condition of the vehicle at the time of purchase. I would have had no reason to personally run a CarFax report on the vehicle after purchase, considering the dealerships explanation of what it means to purchase a "Certified Pre-Owned Vehicle". If given the opportunity and an honest assessment of the vehicle by the dealership, this wouldn't have been an issue and I would have selected a different vehicle. The fact remains that I have documentation that says something completely different than what I have been told over the phone and during time of purchase. I was told I signed a "Budget Used Vehicle" document. I have that document, but it isn't signed and was filled out by someone else. I was told it wasn't a Certified Pre-Owned Vehicle after the fact. I have a CPO warranty card and letter of warranty from the manufacturer saying otherwise. I have requested to speak with the general manager. My requests have been ignored and unanswered. I was told there was no warranty on the vehicle and it was sold "As-Is". I have a window sticker that says "Warranty". I had a long relationship with Breakaway Honda. I do no longer. The worst part is....the dealership doesn't care.Consumers and potential automobile shoppers can make their own decisions about whether or not they want to do business with Breakaway Honda. It is my intent that they are informed of how this dealership operates and what expectations you should have going in. I learned the hard way that history and relationship means nothing there and putting my trust in them that they would "steer me right" led to an old industry term called a "slam dunk". They took advantage of my trust and used it to move a quick sale without regards to potentially destroying a 20 year 3 family relationship. No...I am not satisfied with the response from the dealership. It is almost as condescending as they have been with me over the phone. If the Revdex.com needs copies of my documentation, I would be happy to provide it.
Regards,
[redacted]
Here is my final response for this customer: Unfortunately, after extensive efforts and communication, it appears as though we will not be able to reach a vehicle trade difference amount resolution with this customer. As a final offer to this customer, Breakaway Honda will: Purchase the car back from the customer for the amount of the sale price, less $1000.00. This offer will be extended until Monday, June 19th, 2017, 6 pm. This offer is pending vehicle inspection. All previous offers, in writing, verbally, assumed or implied for this customer, including “all vehicle trade options" are now fully rescinded. In the event the customer accepts this final offer, we request the customer contact us and schedule an appointment so that we can have all paperwork prepared in order to reduce the time necessary to complete the repurchase transaction. As a further condition of this offer, customer will agree to not conduct any future business with Breakaway Honda, in any department, included but not limited to: Automotive Sales, Service, parts or Collision Center.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. Some additional incentives should have been offered. The fact that more was paid than originally quoted is irrelevant to me as a consumer, it is the result of the error the business made. Can we receive some coupons for free services offered by the business?
Regards,
[redacted]