Earnhardt Honda

Earnhardt Honda provided service to [redacted] at no expense, including a rental car, for approximately months after his purchase Among the service it provided was a brake inspection after his April accident The inspection demonstrated that the brakes were properly functioning The dealership understands that [redacted] has been involved in another collision since the courtesy service was provided [redacted] purchase was As IS with the exception of the used car warranty of days or miles, which has been exceeded He purchased a pre-owned vehicle, therefore the Lemon Law is not applicable The dealership spoke with [redacted] after receipt of his concern The dealership offered a goodwill payment of $toward his purchase of a service contract [redacted] declined The dealership also offered to attempt to trade him out of the [redacted] Being able to structure a trade is unlikely, however, as [redacted] has driven the [redacted] more than 20,miles since it was purchased, he has had the two accidents, and is not current on his payments [redacted] General Counsel

In response to the comment I do not agree with them about what they said about the rental car, I was told by Rick that a rental car will be set up for me when I bring the car in for repairs, but on 08/2/2016, the car would not start and I spoke with George and at that time I asked George was there a rental car set up for me and he told me he had no knowledge of that, they towed my car to the dealership and I had to Catch the bus to work I spoke with Rick boss about that morning and he went out and spoke with rick, Ricks, boss called me back and stated that I was never told that I was to get a rental car, now that I filled a complaint now there is a rental car in motion, there was no miscommunication on my part if I knew there would have be a rental care I would have stayed where my car was, and I did not get and apologized to me about any inconvenience they has caused me during this time

We are happy to report that this matter is resolved MsMitchell returned to the dealership and re-contracted without the product she had decided she no longer wanted.Mary LaRue Walker/General Counsel

Mr [redacted] and Ms [redacted] 's purchase was re-contracted because a lender was not available to finance the balance of the purchase price for their Ford Explorer at the initial rate In the course of re-contracting it was observed that the vehicle was not eligible for the service contract that initially had been included As Mr [redacted] states, the initial version of the transaction included a service contract with a $deductible The price for that service contract was shown on the initial buyer's order, attached, as $2, In the re-contracting process, the ineligibility of the vehicle for the $deductible service contract was explained Mr [redacted] signed a new service contract application, attached, for the existing agreement with a $deductible The second service contract was less expensive, and was itemized as costing $on the June buyer's order, also attached The second buyer's order also shows the $4,reduction in the price of the vehicle Earnhardt Honda regrets any confusion in communications with Mr*** It potentially can arrange an alternate service contract for the vehicle that will have $deductible if the covered service is performed at an Earnhardt dealership If that option is attractive to MrHelm, he should contact Austin [redacted] at the dealership Mr [redacted] can be reached at ( [redacted] [redacted] /General Counsel

Hello Revdex.com - the response exceeds the character maximum so I will fax or email it within the hour.Thank you and best wishesColleen M [redacted] on behalf of Earnhardt Avondale Honda [redacted]

Dear Revdex.com: Please be advised that Mr [redacted] complaint was forwarded to me for handling as his purchase falls under by area of responsibility as Special Finance Manager for Earnhardt Avondale Honda [EAH] Mr [redacted] purchased a Kia Sedona from EAH on 8/10/ After the sale date, we obtained a better approval for Mr [redacted] at a lower rate, price and payment; he came in and signed a new contract on 8/18/ At no time did he state that he was dissatisfied with the vehicle The contract was sent to the lender on 8/18/and a payoff of $was made on his trade on 8/19/ On 8/20/16, Mr [redacted] came in to the dealership to state that he wanted to return the vehicle because he found a better deal at another dealership Mr [redacted] was informed that the loan had been finalized and the payoff made on his trade so it was too late to rescind the contractWe received the complaint from your agency on 8/24/and I finally reached Mr [redacted] on 8/29/I gave him the following options to resolve this matter: Reimburse EAH $for the payoff and we would rescind the loan;Switch to another vehicle at any of our dealerships that better suited his needs;Keep the Sedona and make the payments as stipulated in his contractHe stated he would contact me that day, but did not The following day, 8/30/16, I informed him by phone message, text and email that I would have no choice but to have the lender fund the loan on the Sedona if he did not return my calls Mr [redacted] contacted me this morning and stated he will be in to EAH tomorrow to reimburse us for the payoff and unwind the loanIn addition, Mr [redacted] stated he will contact your agency to withdraw his complaintIn closing, EAH abided by the terms of the contract signed by Mr [redacted] and we have no legal obligation to unwind this contract, but in a show of customer goodwill and to protect the lender against a loss (Mr [redacted] informed them he would not make the payments), we are rescinding the transaction Please contact me if you have additional questions regarding this caseRespectfully yours: Colleen M***, Special Finance DirectorEarnhardt Auto Centers###-###-#### [redacted] @earnhardt.com

Earnhardt [redacted] , Incd/b/a Earnhardt Honda was surprised to receive Ms***'s concern The finance director had responded to her request to lower her payment by working with *** *** and lowering her interest rate The result was a $40/mo reduction in her payment The dealership understood Ms [redacted] to have been satisfied at that pointThe dealership sincerely apologizes for any conduct Ms [redacted] perceived as belittling or rude Mary LaRue [redacted] /General Counsel

To whom it may concern, On May 8, 2017, *** *** brought us her Honda Accord with over 235k miles on it to perform an airbag recallThis was her first transaction with our dealershipAfter the repair, the key would no longer turn in the ignition tumblerWe cut a new key at no
cost to herThe new key would not turn the ignition tumbler either One of our technicians diagnosed the problem as a bad ignition tumblerThis not uncommon on older high mileage vehiclesThe customer cost including labor would normally come up to $for a new tumblerIn an effort to help ***, we offered to perform the repair at employee ratesThe employee cost was $including parts and laborShe declined the repairWe were unaware of her other complaints regarding the driver’s side window and the rearview mirror until we received her complaint through the Revdex.com We did not disassemble anything as part of the recall that would have caused the other problems in her car, nor did we damage her vehicle while it was at our dealershipThe problems on her vehicle are due to it being over years old with over 235k miles on itShe should expect other things to go wrong in the future as wellWe sympathize with her predicament and we would be happy to honor the employee pricing that we have quoted her, but we are not going to eat the cost of the repairs on her vehicleSincerely, Austin H*** Customer Service Manager Earnhardt Honda Tell us why here

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I met this morning with Mr*** and this issue has been resolvedPlease consider this matter resolved
Regards,
*** ***

I do not see a response for a solution from Earnhardt to fix my vehicle at this timeI am
responding, so that this case will remain open till we can come to some kind of agreementAs of today my Vehicle is in the hands of Earnhardt Honda and I have no current statues of my carI have a loaner that Earnhardt Honda has provided to me in the mean timei will continue to have case open till I receive my vehicle and it the problem has been fixed.Thank you*** ***

The dealership regrets that Ms*** remains dissatisfied with her experience attempting to purchase a vehicle. Again, it is denied that any dealership personnel referred to the legitimate trade value offer as a "gimmick." The offer clearly was not a "gimmick," as it was made to Ms*** according to its terms.
If Ms*** was unable to read the complete terms of the offer on her computer, the offer was printed and posted in several prominent locations in the dealership. Additionally, it was mailed in hard copy, in addition to emailed, to many, if not all, of the customers who received the email.
It also is denied that payments on the website are based on unavailable terms. First, following the arrow on the payment statement on the website reveals detailed disclosures of the terms resulting in the stated payment. Second, although not all lenders may offer the terms on which a particular payment is based, the dealership has relationships with multiple lenders offering those terms.
It became clear that the miles on Ms*** vehicle, and the balance due on the loan secured by the vehicle, meant Ms***t was unable to achieve her goal of getting a vehicle that was two model years newer for a payment that was $less per month than her existing payment. At that point, it was only Ms*** who used the term "gimmick."
Mary L*** *** ***

*** *** left the Honda *** she leased in at Earnhardt Honda on July 19, 2015. Her lease was for months and had not expired. The dealership prepared and *** *** signed an Odometer Statement for the vehicle. The dealership then called Honda and
reported *** ***'s voluntary repossession of the vehicle to Honda Financial. Earnhardt Honda regrets *** ***'s embarrassment, but it has had no control over the actions that were taken by Honda Financial after *** ***'s voluntary repossession was timely reported. Nor has it had control over the impact of *** ***'s decision to return the vehicle prior to the expiration of the term on her credit. It appears from *** ***'s complaint that she does not fully appreciate that her financial commitment to Honda Financial was measured by the term of the lease, rather than by the miles she had driven. *** *** ***General Counsel

To whom it may concern, We do not agree with Mrs***'s assertions that we broke her vehicleParts wear out over time and it is a coincidence that the parts in question wore out while the vehicle was in our custodyHer vehicle is over years old and has over 235k miles on itShe should expect more parts to wear out and need replacement as wellWe also decline to pay for those repairsWe are willing to reduce the price to our cost on the part which is $+ taxWe will waive the labor costs for this repairWe would also be willing to take a look at her broken window and rear view mirror and determine an appropriate resolution for those itemsIf she accepts the resolution we ask her to contact our Service Director Chris S*** at *** to schedule an appointmentWe feel that these terms are not only fair, but go above and beyond what any other repair shop would do for her.Sincerely,Austin H***Customer Service ManagerEarnhardt Honda

Earnhardt [redacted], Inc. d/b/a Earnhardt Honda was surprised to receive Ms. [redacted]'s concern.  The finance director had responded to her request to lower her payment by working with [redacted] and lowering her interest rate.  The result was a $40/mo reduction in her...

payment.  The dealership understood Ms. [redacted] to have been satisfied at that point. The dealership sincerely apologizes for any conduct Ms. [redacted] perceived as belittling or rude.    Mary LaRue [redacted]/General Counsel

Earnhardt Honda provided service to [redacted] at no expense, including a rental car, for approximately 2 months after his purchase.  Among the service it provided was a brake inspection after his April 2014 accident.  The inspection demonstrated that the brakes were properly...

functioning.  The dealership understands that [redacted] has been involved in another collision since the courtesy service was provided.  [redacted] purchase was As IS with the exception of the used car warranty of 15 days or 500 miles, which has been exceeded.  He purchased a pre-owned vehicle, therefore the Lemon Law is not applicable.   The dealership  spoke with [redacted] after receipt of his concern.  The dealership offered a goodwill payment of $200 toward his purchase of a service contract.  [redacted] declined.  The dealership also offered to attempt to trade him out of the [redacted].  Being able to structure a trade is unlikely, however, as [redacted] has driven the [redacted] more than 20,000 miles since it was purchased, he has had the two accidents, and is not current on his payments.    [redacted]General Counsel

The salesman did tell me it was a gimmick to get people in the door, even stating that his boss didn't like him telling customers that  He even explained that they pay a third party company to come up with the advertising and these were all things they came up with. He even said that the low payments that they showed on the website were based on 84 month loans and that Honda rarely does loans that long.  As as for the fine print, I couldn't read of because of the way the ad in the email was written and how small it was.

Mr. [redacted] and Ms. [redacted]'s purchase was re-contracted because a lender was not available to finance the balance of the purchase price for their 2013 Ford Explorer at the initial rate.  In the course of re-contracting it was observed that the vehicle was not eligible for the service...

contract that initially had been included.  As Mr. [redacted] states, the initial version of the transaction   included a service contract with a $0 deductible.  The price for that service contract was shown on the initial buyer's order, attached, as $2,268.00. 
In the re-contracting process, the ineligibility of the vehicle for the $0 deductible service contract was explained.  Mr. [redacted] signed a new service contract application, attached, for the existing agreement with a $250 deductible.  The  second service contract was less expensive, and was itemized as costing $1692.00 on the June 29 buyer's order, also attached.  The second buyer's order also shows the  $4,150 reduction in the price of the vehicle. 
Earnhardt Honda regrets any confusion in communications with Mr. [redacted].  It potentially can arrange an alternate service contract  for the vehicle that will have $0 deductible if the covered service is performed at an Earnhardt dealership.  If that option is attractive to Mr. Helm, he should contact Austin [redacted] at the dealership.  Mr. [redacted] can be reached at ([redacted] 
[redacted]/General Counsel

The dealership continues to regret that Ms. [redacted] is dissatisfied with its service.  It again apologizes for any behavior of its personnel that she felt was unprofessional.   Mary LaRue Walker/General Counsel

I contacted Ms. [redacted] upon receipt, confused as to why she submitted a second inquiry to the Revdex.com.  She stated that this was submitted well over a week ago when she did not know the status.  Here is our timeline/contact since the original response, after we gave her a complementary loaner car the evening of 11/29/16.1. The Optima was towed to Earnhardt Honda from her home on 12/01/16.2. A message was left for her on 12/05/16 advising her that we had completed a flush of the system and the vehicle as functioning properly.  We stated that we were going to do extensive road tests over the next few days to ensure that no problems reappeared. 3. On 12/06, after 180 miles of driving, the Optima started smoking.  The diagnostic check showed several codes.4. On 12/07, it was determined that the engine should be replaced; the engine was ordered.5. On 12/08, we contacted Ms. [redacted] to advise her that the engine was being replaced and it would take a few days for it to come in and be installed.  We gave her updates of the progress on 12/08 and 12/10.  I called her this morning personally to tell her that the engine was installed and would be ready for pick up today.  She is coming in tomorrow to pick up the vehicle and return the loaner.The cost of the engine and labor is in excess of $5,000.  The complaint has been resolved and Ms. [redacted] is satisfied and grateful for our assistance.  Thank you!  Colleen M[redacted]

[redacted]’s complaint was forwarded to me for response as her purchase was handled by my Department. Please be advised that [redacted]’s complaint has been resolved and a brief summary of our action to assist [redacted] is outlined below. On 4/23/16, [redacted] purchased a 2001 Chevy Impala from our...

Peoria Kia dealership. She contacted us on 7/31/16 to state that the vehicle had a blown head gasket. Despite it being well beyond the implied warranty period of 15 days/500 miles, we had the vehicle towed to our dealership to diagnose the problem. The Impala actually needed a new motor and it was the opinion of our Service Department that the vehicle was driven at a high temperature which caused the engine to fail. We were sympathetic to [redacted]’s situation, so we worked with her find another vehicle. She purchased as 2011 Chevrolet HHR from Earnhardt Chevrolet on 8/04/16 and we paid off her existing loan, representing an $860.92 loss to the dealership. On 8/22/16, [redacted] advised Rick M[redacted], a senior Manager, that there was an electrical problem in the HHR because the passenger seat belt light was flashing. He arranged for her to bring the vehicle in on 8/27/16 and he authorized a loaner car for the day. She called back on 8/26/16 because the car would not start. We towed in the HHR and replaced the battery, which resolved the service issues. [redacted]’s complaint to your agency stated that she was not provided a rental; we believe the miscommunication may have occurred since she was not present when the vehicle was towed in to the dealership. We apologized to her for the inconvenience this caused her. She picked up her vehicle on 8/27/16 and there was no charge for the repair. Kindly close this complaint as the matter has been resolved. Thank you and contact me if you have any additional questions. Best wishes: Colleen M[redacted], Special Finance Director Earnhardt Auto Centers [EAC] [redacted]