Garden State Honda

Hello,I spoke with [redacted] this morning and explained to him that we were sorry for not getting back to him, but with the Memorial Day Sales Event and it being the end of the month it has just been really busy I relayed the message from both the Finance Manager and GSM apologizing for not getting back to him right away as well Garden State Honda prides itself on it's customer service and unfortunately, this was an oversight on our end due to us being extremely busy.In regards to [redacted] desired settlement, I explained to him that we will process a full refund of the product on Monday and he should receive it within to days from this Monday Thank you, Julio C [redacted] Manager, Business DevelopmentGarden State Honda [redacted] ***O - [redacted] * [redacted] "We don't sell carswe sell experiences!" - CR***

Hello [redacted] After speaking to you and speaking to Mario, I believe this was a miscommunication mistakeYou had Honda Care before so he assumed you wanted the same exact protection when it was spoken aboutThere was no intention on our end to lie to the customer and we will cancel the Honda CareI left you a message to come in this evening to re-sign a new contractAgain, sorry for the miscommunication and the inconvenience for coming in todayAny questions, please feel free to give me a call Eric S [redacted]

Recall [redacted] outer door handle was not performed when customer left his vehicle on SaturdayA miscommunication happened between the technician and the dispatcher on performing the recallWe agree this is not the way we want our customers to be handledWe would like to pick customers vehicle up and leave him a loaner so this customer would not be inconvenience any furtherWe would be glad to do this whenever is convenient for the customerOnce again we take customer satisfaction seriously at Garden State Honda and would like to sincerely apologize for this matter.Please contact me so we can discuss this further Eric S [redacted] General Manager [redacted] If I can't be reached, please call Deana B [redacted] at [redacted] ***

Complaint: ***
I am rejecting this response because:
On April 22, I brought my car in for service at Garden State Honda in Passaic, NJI went with three complaints that day plus an oil change requestThe first that when my car would break going over mph the steering wheel would shake, the second was that when I was driving between 5-mph the rpm start making noise and kicking after pass the revolutions which we were worried because could be a transmission problem which start after we changed the transmission fluid in the same place few months ago, lastly my third complaint and main issue was a crackling noise that the car made either when parked or driving coming from the front of the car towards the right by the glove compartmentThe service advisor who helped us with the issues we described was named Andrew BHe took the car for a test drive to hear and see the issues and drove approximately 40-50mph on city streetsHe indicated he could not hear the noise and when we told him he should slow down to hear it, and he wouldn’tHe said he would put the complaint in anyways for the technicians to examine and would call us once they came out with what was wrongWe left the car at the dealer and he called later indicating that the car lacked maintenance and gave a list of things that needed to be done urgently for more than a $1,including the breaksI asked Andrew, are the breaks what is causing the noise and the crackling sound and he said the technician hear a noise coming from the back of the car because the brakes were badWhen I asked him which breaks were worse the front or the back he replied, breaks are breaks and both needs to be changed and tires need to be rotatedBased on his reply we proceeded to change both breaks understanding the noise and shaking would stop once changedWe never saw any paperwork until after the services had been performed and paid in fullAfter the breaks were changed we picked up the carUpon driving home I began to hear the noise again like a crackling sound and the rpm noise continues as I try to accelerateAdditionally, once I drove in the highway the car when I break now veers to the right exposing me to an accident as when I break I have to tightly hold the steering wheel to avoid the car merging rightMy husband called MrB the next morning on April and told him that the car continued to make the crackling noise even though they had changed the breaks and the rpm noise was not resolved eitherMr B told me that the day he made the test drive he did not hear the noiseI told him but you said you would put the complaint and the technician would check the noise, and you gave me a list of lack of maintenance but indicating the breaks needed to be changed and scared me and my wife to change them and the noise continuesAfter this MrB changed the story and told me we are the owners and can change the breaks whenever we want and they did not hear the noise so they did not know what the problem wasI told him the reason we went was to check the noise and if they didn’t hear the noise why didn’t he tell me they didn’t know what the noise was instead of telling me to change the breaks if that would not resolve the problemAt this point MrB became rude and disrespectful and even told me “ I will explain this to you again and you are not an it so I know you understand but the problem with the cars is what the machine tells us is wrong that he could not tell us the problem because they did not hear anything.” After speaking on the phone to MrB, I went to the dealer and spoke with the manager Deana B who provided better service but at the end of the conversation all she was able to offer was to leave the car overnight provide a loaner to check the noiseThe problem is that we already spent over $based on MrB’s advice to change the breaks assuming the noise would be resolvedNow we would have to spend more money without a guarantee that the problem would be resolvedAdditionally, MrB could have done that the first day told us if we don’t hear the noise we cannot know what is wrong with the car and offer us a loaner if we could not leave the car overnightI was completely dissatisfied with the service, disrespectful and inappropriate language and I would not trust bringing my car back to them as I don’t trust their services and we would like our money backMy husband submitted this complaint to Revdex.com and Julio C from Garden State Honda contacted us a couple of weeks later and left a message on his phone and we called him back as soon as we were availableWe explained the situation to MrC and he basically offered the same solution Deana did indicating we should drop off the car and they would repair all the issues free of chargeWe explained the issue is we do not trust them and we wanted our money back the $we spent for the breaks and tire rotation as they were not necessary and did not resolve the issues which were clearly stated in the technicians report which was given us at the end when we paid for the serviceSo MrC said he did not have such authority to make those decisions and he would talk to his boss and he would contact us first thing in the morning the next day with a resolutionWe never heard anything back from him until they closed the case with Revdex.com stating that he was unable to contact us and the phone was disconnectedBasically they indicated since we did not want them to repair the car and they cannot offer anything else they closed the caseOnce we read this we called MrC on Tuesday May 19, asking for an explanation why the case was closed and why he never called us back the following day as he had saidHe said he called several times and once it was disconnected and we told him there are two numbers in the file and what kind of company calls and does not leave messages if this is trueAdditionally, I explained one of the numbers is a company number and that is on every day which we check constantly therefore this could not be trueMrC basically told us he was trying to get a hold of us to help us and he said to bring the car again they would fix itMy husband then asked what they were going to do with the car he said we are going to fix every problem we caused with the car for example if the car veers to the right we are going to do an alignment for freeSo basically the offer was now different from the first call when he offered us to find and fix all the problems for freeMy husband asked him what about the initial problems that we went in for and we spent $when MrB said they would resolve the issues also he asked him do you have the technicians paperwork in front of you because they explain clearly what was the problems with the brakes were and he answered he did not have them with him and he was not a mechanic so he could not comment on any mechanical issuesThen we both said to him the only thing we want is for you to give us our money back so we can take the car somewhere else and fix the problems properly because it is getting worse every dayWe do not trust in your representatives because they rude and they lie to customersAgain he said I have no authority to reimburse any money and that I have to talk to my boss, so what you could do is if you could give me a call Thursday May 21, in the morning and I will have a resolution for you in the morningOn May 21, at approximately at 11:am, my husband called him to see what resolution he had to offerMrC said that he spoke with his boss the only thing they could do for us is credit us $back which my husband explained this is an insultMy husband asked if this was the owner of dealership who was offering this to us and he said to him well he is the manager/supervisorMy husband asked again “is he the owner of the place” and MrC said yesMy Husband said we could not accept that offer and we were moving forward until somebody with more authority will listen to usWe have not been satisfied with the services and the lies regarding contacting us as we have been available and waiting patiently for a resolutionAdditionally, we have never been contacted by someone with authority to resolve this issueMrC constantly has to go back to his supervisor and we are not even sure what information he relays to this “supervisor.” We would like our money back as the services provided did not resolve the issues we went in for on April 22, and only caused new problems and every day that goes by the noise in the car becomes worse and more dangerous to travelWe would also like to be contacted by someone with authority and not someone who is a messengerTranslate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
We would like our money back in the amount of $so we could use that money to fix our car properly at another dealership
Regards,
*** ***

Good Afternoon *** ***My name is Eric S***, General Manager here at Garden State HondaI take these complaints very serious when it comes to my dealershipI pride myself on offering top notch customer serviceI did try reaching out to you by the phone number
listed to see what happenIf you can, please reach out to me at ***It would greatly be appreciated

We are in receipt of *** *** complaint* *** *** alleges that he was “tricked”
into a very high interest rateUnfortunately, he does not explain what he means when he says he was “tricked” into paying a very high interest rateWe do know that *** *** was provided with all financing disclosures as required by state and federal law (including his interest rate) prior to executing the financing agreement and that he nonetheless voluntarily executed the financing agreementAccordingly, we respectfully reject *** *** claim that he was tricked into paying a very high interest rateNonetheless, if *** *** would like to specifically detail how he was allegedly tricked into paying a very high interest rate, we will review the claim again and respond accordingly
As far as *** *** claim that “the condition of the car is not what they told me”, we again are unable to respond to this claim because *** *** does not specify how the condition of the car is not as was told to himTherefore, please ask *** *** to specifically state how condition of the car is allegedly not as represented by GS HondaOnce we have that information, we can investigate this claim and respond accordingly
Thank you for your attention in this matterPlease be assured that GS Honda is committed to making every effort to resolve *** *** complaint

Due to our Privacy polices to protect customers information we do not hold customer Credit Card account information on file, Customer was contacted to get information to
process refund but did not respondWill Rectify as soon as we are able to get a hold of customer for the necessary informationWe have now spoken to the customer and he gave up his credit card informationIt has been credited and we faxed a copy of the receipt

Hello *** ***I reviewed this complaint with the Dealer Manager and we realized that it really didn't matter who was at faultWe would rather have you as a happy, returning client either way That being said, we are sorry that your experience with us was anything less than
exceptional and that it had to get to this point We are going to send you a little package of goodies for your car in the mail :)Thank you, *** ***Manager, Business DevelopmentGarden State HondaRteWestClifton, NJ 07012O * *** *** *** ***
* * *** ***
* * ***
"We don't sell carswe sell experiences!" - ** ***

Hello [redacted]
After speaking to you and speaking to Mario, I believe this was a miscommunication mistake. You had Honda Care before so he assumed you wanted the same exact protection when it was spoken about. There was no intention on our end to lie to the customer and we will...

cancel the Honda Care. I left you a message to come in this evening to re-sign a new contract. Again, sorry for the miscommunication and the inconvenience for coming in today. Any questions, please feel free to give me a call
 
Eric S[redacted]

Hello,I spoke with [redacted] this morning and explained to him that we were sorry for not getting back to him, but with the Memorial Day Sales Event and it being the end of the month it has just been really busy.  I relayed the message from both the Finance Manager and GSM...

apologizing for not getting back to him right away as well.  Garden State Honda prides itself on it's customer service and unfortunately, this was an oversight on our end due to us being extremely busy.In regards to [redacted] desired settlement, I explained to him that we will process a full refund of the product on Monday and he should receive it within 7 to 10 days from this Monday.  Thank you,  Julio C[redacted]Manager, Business DevelopmentGarden State Honda[redacted]O - [redacted]
** [redacted] "We don't sell cars... we sell experiences!" - C. R[redacted]

Hello [redacted]
I do apologize that my managers never got back in touch with you on your concerns involving the $230. Here at Garden State Honda I hold my managers accountable to make sure all promises are taken care of. I do apologize for the miscommunication and for any grief it...

may have caus** you. As with our conversation, I will have a check mail** out to you tomorrow. if you have any questions or concerns, please feel free to reach out to me at [redacted]  
[redacted]
General Manager
Garden State Honda

Recall [redacted] outer door handle was not performed when customer left his vehicle on Saturday. A miscommunication happened between the  technician and ...

the dispatcher on performing the recall. We agree this is not the way we want our customers to be handled. We would like to pick customers vehicle up and leave him a loaner so this customer would not be inconvenience any further. We would be glad to do this whenever is convenient for the customer. Once again we take customer satisfaction seriously at Garden State Honda and would like to sincerely apologize for this matter.Please contact me so we can discuss this further.
 
Eric S[redacted]
General Manager
[redacted]
If I can't be reached, please call Deana B[redacted] at [redacted]

Review: I returned a leased [redacted] and leased a [redacted] in February 2013. The sales person said the final month's payment, the mileage overage and the few nicks the [redacted] had would be absolved by Garden State [redacted]. Within the month I received the first notification from [redacted] that I had a payment of $1,227.07 due. I returned to the dealership where I was referred to [redacted]r. He told me that the salesperson [redacted] had been dismissed and that he would handle the situation. This continued for 3 months. The last time I visited the dealership [redacted] and I both spoke with [redacted] Financial and it was agreed that [redacted] would remail the check he claims to have sent already, to [redacted] Financial. I believed all was settled until I received a call yesterday from [redacted] Financial stating that this issue was in collections! I am appalled and the was [redacted] can look me in the eyes and tell me he has settled this issue and when in fact it has not been settledDesired Settlement: The desired outcome is from Garden State [redacted] to stand behind their promises and pay [redacted] Financial the outstanding $1,227.07 balance.

Business

Response:

Garden State [redacted] handles all transactions with a written agreement that must be signed by every customer that states any promises made at the time of sale. I have attached a copy of the buyers order and after reviewing it you will see that there are no comments displayed on it nor is there any mention of a trade in vehicle. So at this time Garden State [redacted] does not have any evidence that we have done anything wrong or dishonest. If the customer can produce further documents we will be glad to review at that time. Thank you for your help with this matter.

Review: I took my honda oddessy to the dealer because I was having issues with my bluetooth head head set for passengers entertainment system. I had video but no audio. After the guy from honda provided "service" he said I needed to replace all 4 head sets pieces, digital cables, inner consoles etc etc...he also provided me with a bill which ammounted to over $6000 worth of parts and labor. By the time I got back in my car I had lost video as well, they said it was probably just about to go off as the sound did. I found it a little suspicious and When I got home I started looking around and found out that the whole reason why I had no audio input was because of a burned fuse and no video because the fuse for it had been removed. I drove to the auto parts store and bought spare fuses and for less than $3 took care of an issue that would've ended up costing me thousands. I wouldn't mind they giving me an estimate to try to solve my problem, but tampering with my vehicle to force to go back and pay that crazy ammont, it's just unacceptable.

Business

Response:

Good Afternoon [redacted]My name is Eric S[redacted], General Manager here at Garden State Honda. I take these complaints very serious when it comes to my dealership. I pride myself on offering top notch customer service. I did try reaching out to you by the phone number listed to see what happen. If you can, please reach out to me at [redacted]. It would greatly be appreciated.

Review: On 4/18/2014 I purchase a 2014 Honda Accord from garden state honda and

Trade in my 2010 Acura TL that I was driving at the time. I met with [redacted] the finance

Manager who was helping me through the process, due to an earlier customer service

Problem I have with one of the salesman that work there. She [redacted]told everything

Will be okay because she will take care of me and make sure my experience was a good

One which she did. I mention to her that since I'm trading my 2010 Acura TL that I will need

To make a payment to the bank at the time which was [redacted] dealer service

So I don't have any cash to put down on the new vehicle I'm getting, she told me not to worry about the payment to [redacted] because they will have the loan paid off

So I should just put that money down on the new car, I explain to her that the payment will be due in a few week she again stated that they will have the loan paid off before the due date. After the transaction was completed and weeks when by I called [redacted] dealer

Service to find out if the loan was satisfied they told me that the account was delinquent

Because the didn't receive the Payment on time, I immediately called [redacted] the finance

Manager at garden state Honda told her the stituation she told me not to worry about it she'll take care of it, it's over one year now and everytime I talk to her she's telling the same thing don't worry about I'll take care of it. This is affecting my credit negatively and I just need to get this resolve, all I'm asking for is someone to reach out to me so we can get this resolve.Desired Settlement: I need to have this negative delinquent remove off my credit because I try to do

It on my own and it not working out well

Business

Response:

We at Garden State Honda have reached out to [redacted] after receiving this complaint and both parties realized after looking into all the facts, that the fault was not ours, but in fact it was the lender's. Although we are NOT to blame, [redacted] is still part of the Garden State Honda family so we are working on his behalf with the lender to ensure this is resolved for him.

Consumer

Response:

[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.]

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,

Review: I went to Garden State Honda to service my car for an oil change. They had a special promotion for $10. They ended up charging me $14. I dropped my car off and they call me telling me the technician pulled the screw out and the treads had broken "due to erosion." He proceeded to tell me in a manner in which Implied I had no other option but to pay an additional $100 to retread the area that was eroded and install a different screw. I anticipated on getting a job done for $10. The manager of the Service Department, [redacted] continued to give me an attitude. I am a college student and $100 out of my pocket is a lot of money especially since I did not anticipate paying that much. At this point, I asked him what he could do for me, he said I could get my car towed out. I did not appreciate his response. After doing research, and asking my uncle who is a mechanical engineer, the labor that was required to re-tread the eroded area was minimal. I feel like manager at the Garden State Honda tried to charge me for something his technician made a mistake on, and then overcharge me for something that requires minimal effort to fix. I managed to bargain down the price of the re-treading to $50. However when it came time to pay, they charged me $52.50. I have no problem with paying an addition $2.50, I just dont appreciate being lied to. Along with the additional money I had to pay, their attitude through the whole situation was bitter.Desired Settlement: I feel like a formal written apology is due to me. In addition, I believe I should be compensated by the business perhaps by a reimbursement of $54. If they can't refund me the money, I would like a complementary oil change.

Business

Response:

Hello [redacted]I reviewed this complaint with the Dealer Manager and we realized that it really didn't matter who was at fault... We would rather have you as a happy, returning client either way. That being said, we are sorry that your experience with us was anything less than exceptional and that it had to get to this point. We are going to send you a little package of goodies for your car in the mail :)Thank you, [redacted]Manager, Business DevelopmentGarden State Honda584 Rte. 3 WestClifton, NJ 07012O [redacted]

"We don't sell cars... we sell experiences!" - [redacted]

Review: On April 22, 2015 I brought my car in for service at Garden State Honda in Passaic, NJ. I went with three complaints that day. The first that when my car would break going over 50 mph the steering wheel would shake, the second was that when I was driving between 5-15 mph the rpm start making noise and kicking after pass the revolutions which we were worried because could be a transmission problem which start after we changed the transmission fluid in the same place few months ago, lastly my third complaint and main issue was a crackling noise that the car made either when parked or driving coming from the front of the car towards the right by the glove compartment. The service advisor who helped us with the issues we described was named Andrew B. He took the car for a test drive to hear and see the issues and drove approximately 40-50mph on city streets. He indicated he could not hear the noise and when we told him he should slow down to hear it, and he wouldn’t. He said he would put the complaint in anyways for the technicians to examine and would call us once they came out with what was wrong. We left the car at the dealer and he called later indicating that the car lacked maintenance and gave a list of things that needed to be done urgently for more than a $1,000 including the breaks. I asked Andrew, are the breaks what is causing the noise and the crackling sound and he said the technician hear a noise coming from the back of the car because the brakes were bad. When I asked him which breaks were worse the front or the back he replied, breaks are breaks and both needs to be changed and tires need to be rotated. Based on his reply we proceeded to change both breaks understanding the noise and shaking would stop once changed.

After the breaks were changed we picked up the car. Upon driving home I began to hear the noise again like a crackling sound and the rpm noise continues as I try to accelerate. Additionally, once I drove in the highway the car when I break now veers to the right exposing me to an accident as when I break I have to tightly hold the steering wheel to avoid the car merging right.

The following day I called Andrew and told him that the car continued to make the crackling noise even though they had changed the breaks and the rpm noise was not resolved either. Andrew told me that the day he made the test drive he did not hear the noise. I told him but you said you would put the complaint and the technician would check the noise, and you gave me a list of lack of maintenance but indicating the breaks needed to be changed and scared me and my wife to change them and the noise continues. After this Andrew changed the story and told me we are the owners and can change the breaks whenever we want and they did not hear the noise so they did not know what the problem was. I told him the reason we went was to check the noise and if they didn’t hear the noise why didn’t he tell me they didn’t know what the noise was instead of telling me to change the breaks if that would not resolve the problem. At this point Andrew became rude and disrespectful and even told me “ I will explain this to you again and you are not an it so I know you understand but the problem with the cars is what the machine tells us is wrong that he could not tell us the problem because they did not hear anything.” Also he said to me yesterday I was with a client and I have to ask for her permission to take the time to answer your call and explain to you one more time when we were clear so he was acting like this was a favor. At this time I asked him again why did you not tell me this yesterday and instead tell me to do both breaks as this would not resolve the problem. After he said now that it could be the injectors causing the problem but he was not sure. What I told him I would do was freeze the credit card payment until someone helped me resolve the car’s problems we originally had gone in for. Andrew said “Ok Bro do what you gotta do.”

After speaking on the phone to Andrew, I went to the dealer and spoke with the manager Deana B who provided better service but at the end of the conversation all she was able to offer was to leave the car over night provide a loaner to check the noise. The problem is that we already spent over $600 based on Andrew’s advice to change the breaks assuming the noise would be resolved. Now we would have to spend more money without a guarantee that the problem would be resolved. Additionally, Andrew could have done that the first day told us if we don’t hear the noise we cannot know what is wrong with the car and offer us a loaner if we could not leave the car overnight.

I was completely dissatisfied with the service, Andrew was rude and disrespectful using inappropriate language and I would not trust bringing my car back to them as I don’t trust their services. I would want to have my car seen and checked for the complaints I originally brought it in and not be sold different services that will not resolve the problem.Desired Settlement: Have another Honda Dealer provide services that Garden State Honda, failed to provide and repair original complaints we had made without any additional charges. As well as repair the new problem which is the car veering to the right. But most importantly the rpm problem which occurred after transmission was flushed and fluid was replaced a few months ago in the same place. We do not trust Garden State Honda for any additional repairs as their poor customer service and poor repair services now and in the past have created additional expenses for us.

Business

Response:

It is not the Garden State Honda way to have unhappy clients, so we did some research on our behalf and have tried numerous times to reach Mr. [redacted] via phone, email and by [redacted] to try to see what we could do to remedy the situation. Unfortunately, we have been unsuccessful with all our attempts to contact him.We wanted to apologize for any misunderstandings and/or if Mr. [redacted] felt that we did not do all in our power to fix the issue with his vehicle while he was here. We also wanted to extend the same offer of taking in his vehicle overnight (while providing a suitable loaner) and trying to replicate the problem with his vehicle in the morning (being this is when he is hearing the problem) so we can fix it for him.Hopefully we will receive a response and be able to take care of this for him and his family as soon as possible, thank you.Thank you, Julio CManager, Business DevelopmentGarden State Honda"We don't sell cars... we sell experiences!" - C. Rice

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I had submitted this complaint in hopes of speaking to someone from corporate as we had lost trust in the Garden State Honda Dealership due to the poor services provided. After waiting nearly two weeks no one from corporate ever contacted me. I responded to Mr. Julio C who had called from the Garden State Honda Dealership. After speaking with Mr. C on May 11, 2015 at approximately 6:20pm to see what resolution he had to offer, he basically indicated in other words the same response I had received from Deanna a manager over at Garden State Honda. I indicated to him the story again about the noise and everything that happened with the poor and rude service provided the representative Mr. B provided. I also questioned him about the $600 we had already spent on breaks when that didn't resolve the noise issue and instead now created new issues with the car since it now veers to the right which is dangerous in the highway as it leaves me exposed to possible accidents. Mr. C indicated at this time he would have to speak to his boss about that and that he would call me on Tuesday May 12, 2015 first thing in the morning with a solution. Since then I have not heard from him again and this further my distrust in this dealership. Additionally, the car continues to have the noise issue and all the other problems we originally explained in the complaint. At this time, no one has provided us with a solution for the car problems or the $600 wasted which did not resolve the problems and instead created new ones. I do not want to speak with Garden State Honda or any of the representatives again and I would like Corporate to contact me with a resolution that I could trust because I use Honda Dealerships to do all my repairs and therefore Honda has to respond for any improper, poor, or dangerous repairs.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:On April 22, 2015 I brought my car in for service at Garden State Honda in Passaic, NJ. I went with three complaints that day plus an oil change request. The first that when my car would break going over 50 mph the steering wheel would shake, the second was that when I was driving between 5-15 mph the rpm start making noise and kicking after pass the revolutions which we were worried because could be a transmission problem which start after we changed the transmission fluid in the same place few months ago, lastly my third complaint and main issue was a crackling noise that the car made either when parked or driving coming from the front of the car towards the right by the glove compartment. The service advisor who helped us with the issues we described was named Andrew B. He took the car for a test drive to hear and see the issues and drove approximately 40-50mph on city streets. He indicated he could not hear the noise and when we told him he should slow down to hear it, and he wouldn’t. He said he would put the complaint in anyways for the technicians to examine and would call us once they came out with what was wrong. We left the car at the dealer and he called later indicating that the car lacked maintenance and gave a list of things that needed to be done urgently for more than a $1,000 including the breaks. I asked Andrew, are the breaks what is causing the noise and the crackling sound and he said the technician hear a noise coming from the back of the car because the brakes were bad. When I asked him which breaks were worse the front or the back he replied, breaks are breaks and both needs to be changed and tires need to be rotated. Based on his reply we proceeded to change both breaks understanding the noise and shaking would stop once changed. We never saw any paperwork until after the services had been performed and paid in full. After the breaks were changed we picked up the car. Upon driving home I began to hear the noise again like a crackling sound and the rpm noise continues as I try to accelerate. Additionally, once I drove in the highway the car when I break now veers to the right exposing me to an accident as when I break I have to tightly hold the steering wheel to avoid the car merging right. My husband called Mr. B the next morning on April 23 2015 and told him that the car continued to make the crackling noise even though they had changed the breaks and the rpm noise was not resolved either. Mr B told me that the day he made the test drive he did not hear the noise. I told him but you said you would put the complaint and the technician would check the noise, and you gave me a list of lack of maintenance but indicating the breaks needed to be changed and scared me and my wife to change them and the noise continues. After this Mr. B changed the story and told me we are the owners and can change the breaks whenever we want and they did not hear the noise so they did not know what the problem was. I told him the reason we went was to check the noise and if they didn’t hear the noise why didn’t he tell me they didn’t know what the noise was instead of telling me to change the breaks if that would not resolve the problem. At this point Mr. B became rude and disrespectful and even told me “ I will explain this to you again and you are not an it so I know you understand but the problem with the cars is what the machine tells us is wrong that he could not tell us the problem because they did not hear anything.” After speaking on the phone to Mr. B, I went to the dealer and spoke with the manager Deana B who provided better service but at the end of the conversation all she was able to offer was to leave the car overnight provide a loaner to check the noise. The problem is that we already spent over $600 based on Mr. B’s advice to change the breaks assuming the noise would be resolved. Now we would have to spend more money without a guarantee that the problem would be resolved. Additionally, Mr. B could have done that the first day told us if we don’t hear the noise we cannot know what is wrong with the car and offer us a loaner if we could not leave the car overnight. I was completely dissatisfied with the service, disrespectful and inappropriate language and I would not trust bringing my car back to them as I don’t trust their services and we would like our money back. My husband submitted this complaint to Revdex.com and Julio C from Garden State Honda contacted us a couple of weeks later and left a message on his phone and we called him back as soon as we were available. We explained the situation to Mr. C and he basically offered the same solution Deana did indicating we should drop off the car and they would repair all the issues free of charge. We explained the issue is we do not trust them and we wanted our money back the $600 we spent for the breaks and tire rotation as they were not necessary and did not resolve the issues which were clearly stated in the technicians report which was given us at the end when we paid for the service. So Mr. C said he did not have such authority to make those decisions and he would talk to his boss and he would contact us first thing in the morning the next day with a resolution. We never heard anything back from him until they closed the case with Revdex.com stating that he was unable to contact us and the phone was disconnected. Basically they indicated since we did not want them to repair the car and they cannot offer anything else they closed the case. Once we read this we called Mr. C on Tuesday May 19, 2015 asking for an explanation why the case was closed and why he never called us back the following day as he had said. He said he called several times and once it was disconnected and we told him there are two numbers in the file and what kind of company calls and does not leave messages if this is true. Additionally, I explained one of the numbers is a company number and that is on every day which we check constantly therefore this could not be true. Mr. C basically told us he was trying to get a hold of us to help us and he said to bring the car again they would fix it. My husband then asked what they were going to do with the car he said we are going to fix every problem we caused with the car for example if the car veers to the right we are going to do an alignment for free. So basically the offer was now different from the first call when he offered us to find and fix all the problems for free. My husband asked him what about the initial problems that we went in for and we spent $600 when Mr. B said they would resolve the issues also he asked him do you have the technicians paperwork in front of you because they explain clearly what was the problems with the brakes were and he answered he did not have them with him and he was not a mechanic so he could not comment on any mechanical issues. Then we both said to him the only thing we want is for you to give us our money back so we can take the car somewhere else and fix the problems properly because it is getting worse every day. We do not trust in your representatives because they rude and they lie to customers. Again he said I have no authority to reimburse any money and that I have to talk to my boss, so what you could do is if you could give me a call Thursday May 21, 2015 in the morning and I will have a resolution for you in the morning. On May 21, 2015 at approximately at 11:00 am, my husband called him to see what resolution he had to offer. Mr. C said that he spoke with his boss the only thing they could do for us is credit us $100 back which my husband explained this is an insult. My husband asked if this was the owner of dealership who was offering this to us and he said to him well he is the manager/supervisor. My husband asked again “is he the owner of the place” and Mr. C said yes. My Husband said we could not accept that offer and we were moving forward until somebody with more authority will listen to us. We have not been satisfied with the services and the lies regarding contacting us as we have been available and waiting patiently for a resolution. Additionally, we have never been contacted by someone with authority to resolve this issue. Mr. C constantly has to go back to his supervisor and we are not even sure what information he relays to this “supervisor.” We would like our money back as the services provided did not resolve the issues we went in for on April 22, 2015 and only caused new problems and every day that goes by the noise in the car becomes worse and more dangerous to travel. We would also like to be contacted by someone with authority and not someone who is a messenger.

Review: I leased a car from garden state honda on April 6 2015. We agreed on a price and terms of the lease. I was offered a key replacement warranty free of charge by the finance person but then later on found out I was being charged for the item. I met with the general manager who told me he would have his finance director call the company and try and have the warranty canceled and have the company reimburse me the for the charge. the finance director called me the next day and told me she was working on it and would call me back in a few days and let me know what was going on. It's been over a week and I have not heard anything back from her. I've called her several times and left her several message and she hasn't called me back or attempted to contact me. I ended up emailing the general manager who also never responsed back to my message nor tried to contact me. It's almost impossible to get in touch with anyone at this dealership and its even more impossible trying to actually get someone to return your call and have them do what they said they was going to do.Desired Settlement: I would like to be reimbursed for the key lock warranty since It was promised to me for free and I would have never agreed to get if I knew I was being charged extra for it.

Business

Response:

Hello,I spoke with [redacted] this morning and explained to him that we were sorry for not getting back to him, but with the Memorial Day Sales Event and it being the end of the month it has just been really busy. I relayed the message from both the Finance Manager and GSM apologizing for not getting back to him right away as well. Garden State Honda prides itself on it's customer service and unfortunately, this was an oversight on our end due to us being extremely busy.In regards to [redacted] desired settlement, I explained to him that we will process a full refund of the product on Monday and he should receive it within 7 to 10 days from this Monday. Thank you, Julio C[redacted]Manager, Business DevelopmentGarden State Honda[redacted]

[redacted]O - [redacted]

[redacted] "We don't sell cars... we sell experiences!" - C. R[redacted]