Great Lakes Honda

Initial Business Response / [redacted] (1000, 5, 2016/07/12) */ I'm happy to state the customer and I have had phone conversationsAny and all concerns/questions have been addressed The customer is fully aware that we are here for her automotive needs both now and in the futureNothing is owed at this present time The customer has agreed to remove her complaint from the Revdex.com

I am rejecting this response because: The dealership representative indicated that the vehicle had approximately 54,miles when I purchased it and that there would have been no reason to perform the service earlyWhile I understand and appreciate that, what I'm stating is that I would have preferred to have been notified of an upcoming and expensive repair prior to purchasing the vehicleHad I known that information, it's highly unlikely that I would have purchased the vehicleI feel that the dealership had a duty to provide me with all of the necessary information regarding the vehicle, INCLUDING upcoming and expensive repairs BEFORE I purchased it, so that I could have had the opportunity to make an informed decisionEither the dealership was incompetent and didn't know that the timing belt would need to be replaced soon, or they had knowledge of it and withheld that information from me, which makes them dishonest and untrustworthyThe representative also pointed out that they showed me a Carfax reportWhile I appreciated the gesture, they did me no extra special favor as it is common practice to provide a consumer with a Carfax report prior to purchasing a vehicleAdditionally, a Carfax report would not have indicated that a timing belt would need to replaced soon, which is what is at issue hereThey state that they were "clear and transparent in this and every transaction we conduct." Obviously this couldn't be further from the truth which can be clearly identified by anyone who reads this complaintThe phone conversation I had with the dealership is also evidence of the dealerships incompetence and dishonesty as they stated that they may be able to put me into a new vehicle at no additional cost, but never again contacted me after that conversationThey also contacted the service garage who informed me of the repair and were very confused about when the timing belt needed to be replaced, stating "But I talked to a guy on the showroom floor who said the timing belt needs replaced at 80k miles..." Lastly, as a customer who spent my hard earned money, I do not appreciate being called a liarI am from another country and I had a difficult time understanding much of what was discussed when I purchased this vehicleI feel that I was taken advantage of as a resultUltimately, the dealership was more concerned with making a quick sale/profit rather than earning a lifelong customerThey got their sale, but sacrificed any repeat business from me as well as from my friends and familyThe only fair solution I see in this dispute is splitting the cost of the repair with the dealership

Initial Business Response / [redacted] (1000, 5, 2016/04/08) */ The customer brought her vehicle in for repair and was given a "courtesy" loaner vehicle for the time while the Acura was in for repairEvery customer is provided a written agreed to "we owe" at the time of deliveryAll that was stated and signed off for has been satisfiedAt no point did any manager agree to verbally or in writing that any oil switch was to be repaired The customer stated while the vehicle was at the dealer that items were taken out of the glove boxThe dealership never verified that these items existed and cannot state whether or not that the items were takenThe vehicle was secure while in the dealerships possession, locked while outdoors and while indoors the exterior building doors are lockedThe owner stated the items were stolen regardless insinuating the dealer employees, or someone not allowed in the service repair center had stolen themEvery customer that purchases a vehicle from our dealership does not leave with a copy of their credit applicationIt's not plausible for that private information to be stolen from her personal vehicleAll items in question that were supposedly taken have been replaced as a goodwill gestureIn no way does Great Lakes Honda confirm/agree that said items were taken while on premisesIt is the consumer's responsibility to secure personal items in their vehicleThe owner is concerned with "paperwork" or information that was taken out of the vehicleNo items that the customer is given when completing a transaction has any credit, social security, or information that couldn't be found through public dataThe customer stated a police report was taken which will identify if any criminal activity can be provenGreat Lakes Honda has fulfilled any and all obligations to and for this customer The consumer was not treated in a poor mannerWe have tried on multiple occasions to reach the customer by phone to fulfill the customers request for additional answersNo call back in over a week now Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never stated that a manager told me that they would repair the oil pressure switchI stated that Sandy in the service department told me that she would let the sales department know that it needed repairedShe also said that she would make sure they added it to the "I owe you" slip so when I brought it in for service for the axel boots and mirror it would be fixed at no cost to meAs a customer, how am I supposed to know she is not authorized to make that decision? As far as them not being able to "verify" that the items stolen even existedSandy in service called Century to verify we had purchased headsets with our DVD player before they replaced the missing If the vehicle was secured like they state it was, where is the explanation of the items coming up missing? Furthermore, why would anyone want to steal our manual and dealership contracts and only of our DVD player headsets? These questions still remain unansweredI agree, I should have taken all my personal items out of my vehilceI guess thats my fault for trusting themAs far as us not being treated in a poor manner?? How on earth can you justify this treatment as being treated in a good, professional way? Final Business Response / [redacted] (4000, 9, 2016/05/04) */ I have followed up with the customer with a second phone callI apologized again for the manner in which she was treatedAll items have been replacedThe oil switch has been given to our tech that knows them personally to hand them when they see each other nextTo my knowledge everything has been satisfied Final Consumer Response / [redacted] (2000, 11, 2016/05/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

(The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response I understand that I'm over mileage at the time that the check engine light came on but Honda ddnt tell me that Nissan did, Honda never told me that I could have been going to Nissan alongI brought it in to Honda, but I have my receipt from back in Augwhere I complained about an transmission issue and they told me that there was no lights on so there was nothing they could doThey went on to say that Nissan CVT transmissions are bad and no good via [redacted] and the Techfrom the service departmentOnce the light came on in Jan took it back to Honda once they figured out it was a transmission issue they said they had no means to work on it or thw tools so I would have to take it to NissanI then took it over to Nissan where they told me immediately that for the last year or so there has been and Extended Warranty on CVT Transmission up to 120,000, bt I was over mileage and my warranty was expiredI then complained to Honda where I bought the car why wasn't I put on the list to get notified about warranty's in the first place and back in AugWhen I was under mileage and still covered under warranty and getting front work done bt on the receipt it was stated I complained about issue but there was nothing they could doWhy ddnt they send me to Nissan then or check as a service department to see if it had any recalls from Nissan since they stated they knew it was a transmission issue? Had they checked I would have a new transmission and I have all my receipt of the work they have done, but for me they were in the wrong

Ms [redacted] actually purchased the vehicle on 1/8/15, not in as stated in the complaint The vehicle purchased was a Nissan Rogue On the date of delivery the vehicle registered had 87,miles Ms [redacted] did indeed purchase a VSC (vehicle service contract) encompassing years or 24,miles On 01/11/the Nissan was checked in with 122,miles....this is 11,miles over the extended coverage purchased We assume no responsibility in this matter and would be more than happy to assess the options available to Ms***

To put it succinctly we assume no responsibility However, in continued good faith and providing excellent customer service not only before the sale, but after as well...as a dealership we will agree to participate by doing the following:The customer will assume responsibility for taking the car to our Hyundai store in StreetsboroThe customer mentioned the only fair response was to share 50/in the $cost of the repair We will need $from the customerThe customer will be given a receipt and copy of service record performed showing the timing belt has been replacedThe warranty that comes with such a repair is mos/12K miles.Outside of this nothing else will be promised or guaranteed Thanking you in advance!!!

We are happy to report we were able to amicably resolve this concern We traded the customer out of the vehicle and into a CRV EX

I have spoken with the family through their family member who is married to their sister I appreciate what he is trying to do however, the customer was explained their paperwork and they signed it We have given him their options, however, I understand the family is not happy with their options There is nothing else the dealership can do

Initial Business Response / [redacted] (1000, 5, 2016/03/02) */ The customer took official delivery of a Honda Accord last weekHowever, he has been driving the car for almost months as we have worked diligently with a couple finance institutions to secure the customer an auto loanMost dealerships would have requested the customer to return the car after to days of not securing financingWe did not do that and intentionally left the customer in the car knowing it was going to take a significant amount of time to finalize The resigning of paperwork was in large part due to the financial institution Our customer was in fact talking to our General Sales Manager and not our GMWhile we admit that there was some unprofessionalism on his part, we have since taken action for a multitude of business related reasons and he no longer represents our dealership We thank the customer for bringing this to our attention and we look forward to serving him/her in the future

Initial Business Response /* (1000, 5, 2016/04/08) */
The customer brought her vehicle in for repair and was given a "courtesy" loaner vehicle for the time while the Acura was in for repair Every customer is provided a written agreed to "we owe" at the time of delivery All that was stated and
signed off for has been satisfied At no point did any manager agree to verbally or in writing that any oil switch was to be repaired
The customer stated while the vehicle was at the dealer that items were taken out of the glove box The dealership never verified that these items existed and cannot state whether or not that the items were taken The vehicle was secure while in the dealerships possession, locked while outdoors and while indoors the exterior building doors are locked The owner stated the items were stolen regardless insinuating the dealer employees, or someone not allowed in the service repair center had stolen themEvery customer that purchases a vehicle from our dealership does not leave with a copy of their credit application It's not plausible for that private information to be stolen from her personal vehicle All items in question that were supposedly taken have been replaced as a goodwill gesture In no way does Great Lakes Honda confirm/agree that said items were taken while on premises It is the consumer's responsibility to secure personal items in their vehicle The owner is concerned with "paperwork" or information that was taken out of the vehicle No items that the customer is given when completing a transaction has any credit, social security, or information that couldn't be found through public data The customer stated a police report was taken which will identify if any criminal activity can be proven Great Lakes Honda has fulfilled any and all obligations to and for this customer
The consumer was not treated in a poor manner We have tried on multiple occasions to reach the customer by phone to fulfill the customers request for additional answers No call back in over a week now
Initial Consumer Rebuttal /* (3000, 7, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never stated that a manager told me that they would repair the oil pressure switchI stated that Sandy in the service department told me that she would let the sales department know that it needed repairedShe also said that she would make sure they added it to the "I owe you" slip so when I brought it in for service for the axel boots and mirror it would be fixed at no cost to meAs a customer, how am I supposed to know she is not authorized to make that decision?
As far as them not being able to "verify" that the items stolen even existedSandy in service called Century to verify we had purchased headsets with our DVD player before they replaced the missing If the vehicle was secured like they state it was, where is the explanation of the items coming up missing? Furthermore, why would anyone want to steal our manual and dealership contracts and only of our DVD player headsets? These questions still remain unansweredI agree, I should have taken all my personal items out of my vehilceI guess thats my fault for trusting themAs far as us not being treated in a poor manner?? How on earth can you justify this treatment as being treated in a good, professional way?
Final Business Response /* (4000, 9, 2016/05/04) */
I have followed up with the customer with a second phone call I apologized again for the manner in which she was treated All items have been replaced The oil switch has been given to our tech that knows them personally to hand them when they see each other next To my knowledge everything has been satisfied
Final Consumer Response /* (2000, 11, 2016/05/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/07/12) */
I'm happy to state the customer and I have had phone conversationsAny and all concerns/questions have been addressedThe customer is fully aware that we are here for her automotive needs both now and in the futureNothing is owed at this
present timeThe customer has agreed to remove her complaint from the Revdex.com

Ms*** actually purchased the vehicle on 1/8/15, not in as stated in the complaint
The vehicle purchased was a Nissan RogueOn the date of delivery the vehicle registered had 87,milesMs*** did indeed purchase a VSC (vehicle service contract) encompassing years or
24,milesOn 01/11/the Nissan was checked in with 122,miles....this is 11,miles over the extended coverage purchased
We assume no responsibility in this matter and would be more than happy to assess the options available to Ms***

Our representatives spoke with the customer. There are two issues at hand. The extended service contract sold was the best of coverages available. Only options exist with the mileage the customer had on the vehicle at time of delivery (39,miles). A 4yr/48K which would
have expired with approximately 88K miles or a 5yr/100K expiring at 100K miles. The customer opted for the latter giving them 12K miles more coverage than the first. The planned code listed on the Honda Care Coverage is "G50" stating coverage expires at the end of plan term (which is years) or stated mileage (100K miles), whichever comes first. There is nothing that can be done in this regard.Second issue stems from the piston rings. American Honda has identified this as an issue but states the vehicle must exhibit the problem in order for it to be replaced...they will not authorize a repair/replacement without such. If the vehicle does demonstrate what American Honda deems to be the piston rings where the vehicle will misfire and the check engine light with flash Great Lakes Honda will standby American Honda and all customers that have this known issue.We also gave the customer an option to look at trading them out of their current car to save money in either payment or interest or both and there was no interest. Great Lakes Honda has answered all concerns in this matter

I worked with this customer personally to help him in anyway I could. We took him out of the Marquis and had him drive a Pontiac for several days while we tried our best to sort through other alternatives. Unfortunately, there was not viable solution. We did cancel the contract and
refund the customer his deposit in full

Consumer Response:
The complaint has been resolvedI would never recommend this business to anyone
Thank you,
Peggy Sipes

Initial Business Response /* (1000, 5, 2015/09/18) */
It is our sincere desire that every customer walking through our doors, whether they purchase a vehicle or not -- genuinely leaves completely satisfiedAs sales professionals we are not just selling a car...we are building relationships that
will last a lifetime
The management staff works tirelessly to mold and educate our sales consultants to do just that, consultWhereby each prospective buyer is made fully aware of all options that include leasing or purchasing a new/preowned vehicle
In this case, the customer filing the complaint initially expressed interest in a preowned budget vehicleOur sales consultant spent a significant amount of time with the customer assessing their options, which resulted in a leased compact utility vehicle
Our error stemmed from a lack of followup by the salesperson after the deliveryWe preach daily making followup calls are fundamental in the sales process and we certainly will make a concerted effort to ensure this is done 100% of the time to 100% of our customers
The customer has since returned to our dealership and we can confidently say he will be returning to our store for future car needs and left completely satisfied

Initial Business Response /* (1000, 5, 2016/07/12) */
I'm happy to state the customer and I have had phone conversationsAny and all concerns/questions have been addressed The customer is fully aware that we are here for her automotive needs both now and in the futureNothing is owed at this
present time The customer has agreed to remove her complaint from the Revdex.com

Consumer Response:
The complaint has been resolvedI would never recommend this business to anyone
Thank you,
Peggy Sipes

While we acknowledge and appreciate what the customer does for a living, we in good faith and in good conscious secured financing on a safe and reliable vehicleThere were many statements made by the customer and two of them I'd like to addressThe car was sold with 54,miles on the
odometer not 58,Secondly, the customer felt 'betrayed'Each used car purchase at our store the customer has the right to the carfax, any service records we would have performed, and a standard buyers guideThe carfax was viewed by the customer and initialed. There would be no reason to perform a 60K miles service approx 6K miles early We were very clear and transparent in this and every transaction we conduct and admit no wrongdoing in this caseIf the customer would like us to perform the service at our facility we'd be more than happy to extend our employee pricing to them at their expense.

I am rejecting this response because: The dealership representative indicated that the vehicle had approximately 54,miles when I purchased it and that there would have been no reason to perform the service earlyWhile I understand and appreciate that, what I'm stating is that I would have preferred to have been notified of an upcoming and expensive repair prior to purchasing the vehicleHad I known that information, it's highly unlikely that I would have purchased the vehicleI feel that the dealership had a duty to provide me with all of the necessary information regarding the vehicle, INCLUDING upcoming and expensive repairs BEFORE I purchased it, so that I could have had the opportunity to make an informed decisionEither the dealership was incompetent and didn't know that the timing belt would need to be replaced soon, or they had knowledge of it and withheld that information from me, which makes them dishonest and untrustworthyThe representative also pointed out that they showed me a Carfax reportWhile I appreciated the gesture, they did me no extra special favor as it is common practice to provide a consumer with a Carfax report prior to purchasing a vehicleAdditionally, a Carfax report would not have indicated that a timing belt would need to replaced soon, which is what is at issue hereThey state that they were "clear and transparent in this and every transaction we conduct." Obviously this couldn't be further from the truth which can be clearly identified by anyone who reads this complaintThe phone conversation I had with the dealership is also evidence of the dealerships incompetence and dishonesty as they stated that they may be able to put me into a new vehicle at no additional cost, but never again contacted me after that conversationThey also contacted the service garage who informed me of the repair and were very confused about when the timing belt needed to be replaced, stating "But I talked to a guy on the showroom floor who said the timing belt needs replaced at 80k miles..." Lastly, as a customer who spent my hard earned money, I do not appreciate being called a liarI am from another country and I had a difficult time understanding much of what was discussed when I purchased this vehicleI feel that I was taken advantage of as a resultUltimately, the dealership was more concerned with making a quick sale/profit rather than earning a lifelong customerThey got their sale, but sacrificed any repeat business from me as well as from my friends and familyThe only fair solution I see in this dispute is splitting the cost of the repair with the dealership.