Faulkner Honda

We located sold and delivered the agreed upon vehicle.There was an error in the VIN#/paperwork.  We reprinted the paperwork and sent drivers to the customer to resign.The customer is not a resident or registering his vehicle in the state of PA, so he was issued a temporary tag.We were unable to...

provide a new transit tag with the correct VIN#.Our staff had been in touch with the customer.  As of 3/8/2017 [redacted] had his Maryland license plate delivered to him and all paperwork is correct for his vehicle.

Resolutions was agreed to prior with customer.Management will reach out per customer request.

Never received first complaint, in process of researching will update by end of this week.

------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Aug 18, 2016 at 12:14 PMSubject: Fwd: Complaint ID [redacted].To: [redacted]@myRevdex.com.org---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Thu, Aug 18, 2016...

at 11:12 AMSubject: Complaint ID [redacted].To: "[email protected]" <[email protected]>Faulkner Honda has satisfied all issues and I would like you to stop any issues dealing with the problem I had with Faulkner Honda. Thank you, [redacted] Sent from [redacted] for [redacted]

After spending $585 on replacing sensors, our check engine light came on again as soon as we got home. Then they said we needed a new transmission. We said put a brand new one in for 3600 even though a used one was 3000. The original quote was 1200. We get our car and check it and nothing looks new. Once we question the man we were paying he said the parts come straight from Honda but the shell was old, and they rebuilt it. We are speaking with the manager.

Update on [redacted]'s concern/complaint. We will be installing a sunroof at no charge to her next week.  It has been scheduled for Monday and we will provide her a loaner car at no charge. [redacted] is satisfied with the resolution. Any questions please adivse.Patti D[redacted] V[redacted]Faulkner HondaBDC Manager

I am addressing the concern/complaint from [redacted], Case # [redacted]. Customer purchased her 2013 [redacted] Sport on 3/12/16.Customer was provided all paper work at time of sale.Customer was advised that with the lender who financed her vehicle, she must personally set up the bi-weekly...

payment schedule.Customer is to receive a sunroof and was to call back to allow us to schedule, we did not receive that call. Dealership will follow up with customer.Patti D[redacted]Business Development ManagerFaulkner Honda

[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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

I am replying to a complaint filed by [redacted] and her desire to cancel her Powertrain Plus Warranty coverage.  This is a process that typically takes several weeks and we have little control as to the timeliness of the final refund. With that said, we have talked...

directly to our account representative and she has obtained the exception required to cancel the warranty as request by Ms. [redacted].  The refund will go directly to the lienholder and as soon as we have notification that it has taken place we will contact Ms. [redacted] to let her know.
Regards,
Bradley W[redacted]General Sales ManagerFaulkner Honda

Update on [redacted]'s concern/complaint. We will be installing a sunroof at no charge to her next week.  It has been scheduled for Monday and we will provide her a loaner car at no charge. [redacted] is satisfied with the resolution. Any questions please adivse.
Patti D[redacted]Faulkner HondaBDC Manager

Does [redacted] want the canceled funds sent to her or does she want the final year of her extended service contract to stay active?

After spending $585 on replacing sensors, our check engine light came on again as soon as we got home. Then they said we needed a new transmission. We said put a brand new one in for 3600 even though a used one was 3000. The original quote was 1200. We get our car and check it and nothing looks new. Once we question the man we were paying he said the parts come straight from Honda but the shell was old, and they rebuilt it. We are speaking with the manager.

Review: High pressure sales and especially finance issues in buying a vehicle. I have complained to both Honda and Faulkner management but have not received any response. The vehicle I bought was a demo model, but we were guaranteed it would be just like new. It wasn't we pulled 13 glass marbles, one small doll and a peso coin from around the inside of the vehicle. At least we got most of the noise to stop. The finance manager was so condescending he made us feel stupid for refusing a service or an add-on. The sales person gave us a monthly payment schedule that did not include tax or other fees. The company sold my trade in for three times what they gave me. We feel insulted and abused by this company and the fact that they won't respond to my complaints just adds insult to injury.Desired Settlement: We would like an actual new vehicle, since we paid for one in many ways. We would also appreciate a letter of apology from the dealership.

Business

Response:

November 26, 2013

To Whom It May Concern:

On August 24,2013, [redacted] purchased a brand new Honda from Faulkner Honda. It was a vehicle that was used as a personal demonstrator vehicle for one of the Sales Managers. With an aggressive purchase price of $25,318 and a trade value of $1,500 a deal was consummated. [redacted] had come all the way from [redacted], Pa,

All demo vehicles are considered New; all manufacturer coverage's, additional coverage's purchased, and incentives are based and start on the day of purchase.

The 2003 Saab 9-5 that was traded in had over 100k miles on the vehicle. We put again $1,500 Into the vehicle which we did not retail, but rather wholesaled at the auction. It was not a vehicle we could get through our shop at a reasonable cost.

With every purchase from Faulkner Honda, our sales consultants follow up with the customer to see If they have any additional questions about their vehicle. With so much technology and Information to go over on the day of delivery; we usually wait a few days to see If they forgot anything that was went over. On August 30th' [redacted] sent [redacted] an email doing Just that. When we found out that there were some issues with the vehicle being cleaned; [redacted] immediately apologized and told her we would make it better. He told her we would do a full detail and include an extra oil change for her inconvenience.

There is nothing more gratifying, then building relationships with your customers as well as forming a bond in which you both find common ground. I have personally been with Faulkner for 7 years and have relationships with as many customers as I possibly can. I make sure that if I have the time to speak with them, they know my name and face so that they can ask for me In the future, or if a question arises and their sales consultant is not available.

I am sorry that [redacted] Is not happy with her vehicle and is disappointed with some of the things that were found in the car. I would be more than happy to give her a full detail and oil change on her car to try and make things better for her,

Sincerely

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: Although **. [redacted] said he is interested in building relationships and forming bonds with customers, his offer of a free oil change and car detailing is a real insult. Oil changes ARE free for the first year, and driving 180 miles roundtrip for a car cleaning is ridiculous. He also ignored an important part of my complaint and mis-characterized another.

**. [redacted] said the sales person contacted me on Aug. 30 to check on things. Not true. The sales person contacted me in response to my inquiry as to why the change oil light came on within days after I brought this new car home. The sales person apologized for this and said he would be sure to have the car detailed at no cost the next time I was in the area. He never did ask if I had any questions or wanted to talk about anything regarding the car. Someone in Faulkner's service department actually took the time to look up and record and determined that the oil had been changed, but the reminder had not been reset. She talked me through the reset process.

The part of the complaint that [redacted] ignored was the high-pressure sales tactic from the business office, leading to our purchasing options we didn't especially want and being made to feel foolish when we rejected other options.

As to my 2003 Saab, yes of course it had over 100K miles. It was 10 years old. It had 104,000 miles. The sticker price on that car was $39,000, reflecting the luxury vehicle that it was. It needed to have a few parking-lot nudges in two of the doors and it needed to be cleaned. I had complete service records for the vehicle, which our sales person told us weren't important. About a week later, it was listed on the Faulkner site for sale for $4,500, with a description of a top-of-the-line, one-owner, leather interior, etc. car. I don't know how it was actually sold, so it may have been sold at auction, but it was certainly marketed at a high price.

Overall, **. [redacted]'s response was full of shining principles, but had little relation to the reality of how I was treated.

Regards,

Business

Response:

December 9, 2013

To Whom It May Concern:

Every customer that come's to Faulkner Honda gets the same experience as the next customer. We work really hard to train and maintain a sales force that meets our expectations of sales professional. From a professional meet and greet, to going over all of the vehicles features, and follow-up during ownership.

With that being said; every customer that purchases a vehicle from Faulkner Honda will have paperwork and all of their options to protect their new vehicle purchase presented to them in our business office. This is not a high-pressure sales tactic; they are options to properly maintain and protect the customer's Investment. We cannot offer certain benefits to certain customers and not to others. If [redacted]. [redacted] chooses not to purchase any protection, that is her choice and she signs off that we presented all her options. At no point is it to make any person feel inferior or stupid. Every customer has the right to accept or decline any or all options including the purchase of the vehicle itself.

Again, I am sorry if [redacted]. [redacted] believes her trade was not given the proper value. We use all of the same sources any other dealer would use. A ten year old car that is not produced any more takes a hit when It comes to value and the costs to fix for retail can be high.

As I stated In my last letter, I want to make sure every customer knows who I am so I can help at any time during their ownership experience. I was not trying to Insult her with an oil change or full detail, but make the car rlghtl I want to make and build relationships and unfortunately, sometimes things don't go as planned and a vehicle doesn't get cleaned as well as it should or something gets missed. At the end of the day I will make any reasonable attempt to make a customer happy. As I previously stated, I would be more than happy to redetail her vehicle if she wishes, I will gladly look at trading [redacted]. [redacted] out of her vehicle if she would like to look at another vehicle, but replacing her vehicle is not an option.

Sincerely

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: A car wash/detailing will never undo the treatment I received at your dealership. Perhaps you should revisit and monitor some of these information sessions with your high-pressure business managers. Because truly, if every customer receives the treatment I did, Faulkner would be out of business. And unless you have something of true value to offer, continuing this debate is pointless. I shall consider a step to the state attorney general's office and would hope that this complaint remains in your record.

Regards,