Harrisonburg Honda

Review: I bought my 2014 Honda Accord from this dealership April last year. It had some paint chipped off drivers door so they had to fix that issue plus apply the wax for the auto armor protection. The salesman texted me within 2 hours after I left to take my girls to water park saying the car was ready, picked up car and when I got home noticed my trunk was scratched up. The sales manager [redacted] was bugging me about my keys to my trade in, I ended up taking them down there the next week after he was supposed to come pick the keys up all weekend. I talked to him when I got there cause they has fired my sales person. showed him how the trunk was all scratched up and expressed my concerns about them not putting the protectant on the interior or exterior of my car. He told me they had just had to fire people from that part of the dealership but he would have my trunk repainted and the auto armor reapplied. He was supposed to schedule the appointment. after numerous phone calls and text plus going down there atleast 7 times to meet him over a year period nothing happened. the 8th time I went there cause he was supposed to be there, they moved hin to their Ford dealership. they had to call him and he acted like he didnt know what I was talking about. So I showed another manager the car. I left it there again they were going to fix some of the scratches . They told me the car was good. I got it home after that and gave it a good look over and noticed the car looked no different. while examining the car I noticed they had buffed circles in the top of my car. I went back down there cause I needed an oil change. I asked there GM [redacted] to come take a look at my car. he looked at it saying he needed to talk to his auto armor guy. I was like why because yall buffed these circles in my hood you should have to fix it. Left that day under the assumption the auto armor guy was going to be contacting me within 3 days to come look at my car. Another month went by tried calling [redacted] he was never in and never returned my calls. I ended up talking to another salesman [redacted] and he had the dealership GM [redacted] call me he said give [redacted] a day to call me back and [redacted] would call me Monday July 6 and they would get my car fixed. [redacted] finally called me back saying he hadnt forgot about me but he was on vacation and hadnt got in touch with the auto armor guy for the past month but the guy was going to meet with me monday July 6. Really convenient., meet the auto armor rep. as we speak my csr is getting painted but my auto armor warranty is paying the bill. I have yet been contacted by the honda GM or the dealership GM. not only have they not fixed my car they also profitted off my car being Fixed. after wasting over a year of my time and 10 trips and contacting to [redacted], gas,paying for car washes so the car was spotless so they could see the issues I had with the paint, plus either taking my 2 girls with me or finding a sitter for them so I could go and still nothing has been done. after all this I dont even want the car anymore but will take such a loss to trade the car in for another one. didn't know what else to do besides lawyers and news crews and someone told me to contact the Revdex.com first. thanks for your time and hope we can get this resolved. Dont really know a fair settlement or desired settlement just know something needs to b done because I'm pretty sure I'm not the only consumer being treated unfairly with this dealership you pay 35000 for a car after everything is said and done and this is how they treat you.Desired Settlement: they atleast should take the car back paying it off and refunding me some of my money so I can go get a car from a different and hopefully better dealership

Business

Response:

To whom it may concern,Mr. [redacted] had purchased his vehicle from Harrisonburg Honda on 4/22/2014. Along with the vehicle, he opted to purchase the Auto Armor Protection Package. During his ownership, he has come in multiple times to show scratches on his vehicle. It has been explained to Mr. [redacted] numerous times that his black car will show scratches more prominently than lighter colored vehicles. The Auto Armor Package does not protect against scratches, dents, and chips. It is an exterior and interior package that protects against acid rain, paint damage from bird droppings, and other air borne matters.We have repainted his vehicle and provided him with a rental car at no cost to him. The warranty for Auto Armor took care of the entire bill. The first time this was brought to my attention, I contacted our Auto Armor representative and set up an inspection and he then submitted the claim, which was approved. It usually takes 30-45 days from the claim filing to approval. The scratches and swirl marks Mr. [redacted] is referring to are not covered by Auto Armor, but through my urging, they were covered at no cost to him.I feel that we have done everything possible to satisfy Mr. [redacted]. Thanks for your time[redacted]General ManagerHarrisonburg Honda

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Im rejecting this do to the fact that this is not about the scratches. Noone ever told me that black was the worst color for scratches. I have only talked to Mr. [redacted] one time directly and he tried calling once leaving a voicemail about him being on vacation is why he hasnt gotten back to me. The problem is I paid for auto armor protection which they never applied to my car. They couldnt apply it because they had to paint my door when I bought the car. I had this protectant on my last car and no matter what happened interior or exterior the stains, spills, bird droppibgs etc washed right off my whole interior of my car is stained. My complaint is they buffed circles n my hood and they should have been responsible not my warranty coverage. Trunk was scratched when I bought car they should have fixed it and reapplied the auto armor wax like I had asked [redacted] for over a year. Now do to there poor business handles my car value is depreciated. That is the complaint. Thank you have a great day [redacted]

Business

Response:

To whom it may concern,I can empathize with the complainant that he was unaware that black cars show scratches more prominently than lighter colored cars. We have repainted the areas in question on his vehicle, provided him with a rental car, and honored the warranty of his Auto Armor claims at no additional cost to him. The warranty is still in effect on his vehicle. I am unsure of what he is asking of my dealership. I feel that we have met our obligation of correcting his issues, and in his complaint, he acknowledges that we have repainted the areas in question. Automobiles are depreciating items, and that is not the fault of the dealership. That is a basic fact. Nothing we have done, or haven’t done, has altered the natural depreciation of his vehicle. Thanks[redacted]General ManagerHarrisonburg Honda

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The whole issue is that your dealership never put the auto armor wax on my vehicle to start with,that is fraud. I had the auto armor on my past vehicle and never had any issues with stuff sticking to my car when I washed it etc. I traded the car away yesterday aug 31 2015. I took a 5200 dollar hit on the car. Then come to find out the auto armor warranty is nonrefundable unless u trade it in the its a 500 credit or rebate however you word it. I would appreciate it that you refund my GAP coverage asap. Im going to post all my videos of my car on Youtube,facebook and send someone copies to the local news stations since you are acting like your dealership has done nothing wrong. Your dealership didnt coply with what I paid for by not applying the protectant. You didnt apply it cause youhad to paint the front driver side from a chip it had on the front driver side of the car. You cant apply auto armor to a car surface until 60 or 90 days after painted so the paint can cure. Thats the problem if the protectant would have been applied none of the problems like bird crap bugs sap etch would have stuck to my car after being washed. It would have washed right off. this is going to be my last reply and as far as im concern this complaint will never be settled becauae as a dealership you not rak8ng responsibility for having employees that are at work high on drugs and smoming weed while working at your facility on your property while working. If they high on drugs how can they do there work effectively. So maybe that should be investigated too. Tried to handle this nicely out of respect and knowing how hard business is to try and make all customers happy but effidently you dont hold to those standards all you car about is your bottom line. We will see how that drops after I send all these videos to the local news stations and post them on youtube and facebook etc...HAVE A GREAT DAY

Review: After having a problem with my 2012 Honda Pilot, we took the vehicle to Harrisonburg Honda (where we purchased it) for service. The service team told us that there was no information to indicate the source of the problem after doing a computer diagnostic test. They proceeded to do $700 worth of work and indicated the vehicle was fixed. A day after getting the vehicle back, the same problem remained. We contacted them indicating our concerns. They assured us they would make it right if we brought the vehicle back. On the second trip, they indicated it would take ANOTHER $700 to fix the Pilot. We asked for an alternative solution which would only cost approximately $120. When we picked up the vehicle, the windows were rolled down. We thought this was odd but it was a spring day so we didn't thing to question it. On the way home, the interior of the car was pungent with the smell of gas. Upon inspection at home, we found the carpet of the vehicle had been cut under the rear seat to expose the fuel tank. We how have a $30,000+ vehicle with holes cut under the seats and the horrible smell of gasoline. We have a family which includes young children who are exposed to this smell.Desired Settlement: We would like to have our vehicle repaired in such a way that we can get the most available resale value. This is a less than 3 year old SUV which typically has a very high trade in/resale value. The services we received have essentially ruined our car.

Business

Response:

[redacted] brought his vehicle in with the complaint that the vehicle lost all power and that it would not accelerate over 40 MPH. we found that the plugs were fouled and the fuel system appeared to have delivery problems. The service manager stated that the spark plugs should be replaced, the fuel system cleaned, and that we should check the fuel pump and tank for contamination. The customer stated that he fills his tank from the fuel tank on his farm and is not having any fuel related problems with his other vehicles. We replaced the customers plugs, and cleaned his fuel system as good as possible without looking into the fuel pump and tank at the customers request. The customer stated that he did not believe it was from the fuel he was using and did not want us to proceed further. The customer then came back a few days later and stated the vehicle was still running rough. At that time we accessed the fuel pump below the rear seat, which has access panels thru the carpet and under the seat already pre-cut by Honda. We found that the fuel tank and the fuel pump was filled with dirt or mud from the gas tank on the farm. Even though this problem was caused by the customer we gave him a 2 day rental and only charged him 119.10 more of a 295 dollar bill for this repair. The customer has been made aware that the best and permanent solution to this contamination is to replace the fuel pump and do further cleaning work, but has elected again not to proceed. Harrisonburg Honda has gone out of its way to assist this customer with a problem that they caused with the vehicle. At this time we have reached out to the customer to have him return to check for any gas smell. There is always a gas smell involved when you open the fuel tank in the rear compartment which is inside the vehicle. We have offered to recheck this for the customer as a precaution and we have spoken with him yesterday morning, and this morning but he has not returned to have his vehicle checked again.Just notified that the customer showed up and that no problems have been found but we will resolve with customer at this time.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The details provided by Harrisonburg Honda are not accurate. I can understand why as we were forced to work with multiple people and the issues spanned over nine days. On the first visit, my husband, [redacted] actually told the service department that he did not believe that the changing of spark plugs would solve the issue. He commented that the problem probably ran deeper than that since plugs do not foul on their own. We were charged nearly $700 for gas additive, fuel plugs and diagnostics. We paid and brought the vehicle home. After driving approximately 50 miles, the car returned to the previous problem. [redacted] called Harrisonburg Honda on Thursday, April 2 and got the impression that the service department didn't know what to do next. He called me. I called and spoke with [redacted]. How I wish I would have recorded that conversation. [redacted] said, "Mrs. [redacted], please bring your car back so we can make this right". I questioned whether I would pay another $700 with no result and he said they would work with me since they had not rectified the issue. At that time he also OFFERED to provide me with a vehicle "on his dime" since we were continuing to have problems they had not corrected. I was told we would be "put to the front of the line" and "top priority". We took the vehicle back. A big production was made of pulling the vehicle right into the shop. We did not hear from them again until [redacted] called after noon on Saturday. We were told they "were getting ready to look at it" which clearly showed us we had been lied to about the priority of our Pilot. We got the run around until Monday, April 6 when I went into Honda and asked to speak to the General Manager. When I started telling my story I was quickly ushered into a room. [redacted] got the service manager and they told us they were looking into a new fuel pump and we would hear from them soon. Again, it was late afternoon - many hours later - when we heard that they wanted ANOTHER $700 to "fix" our vehicle. By this time we had lost all faith in the service department. We researched the national average for replacing Honda fuel pumps and it was approximately $500. We called several other mechanics and were told that it was highly unorthodox to replace a fuel pump in a Honda that new. One mechanic said that in 15 YEARS he hasn't had to replace a fuel pump. Another mechanic commented that if there were a build up it could be rectified by cleaning the screen on the fuel pump. When we questioned that, we were told it probably couldn't be done. We were also told, after my husband pushed for more info, that the fuel pump seemed to be running fine. So, the SECOND time the vehicle was there, we did decline the installation of a $700 unnecessary part. After the service department cleaned the screen, it was reported to be "running like new" and we were told to come get it. We were then charged an ADDITIONAL $119 for that work even though we had been promised we would be "worked with" since they were at fault for not finding the problem originally. When my husband picked up the vehicle, the windows were down, which he thought was odd. He drove it to my employment, put the windows up and left. When I approached the vehicle at the end of the day, I immediately called him because it smelled SO badly of gas or some type of noxious odor I thought something was wrong. I drove home with the windows down. I was forced to drive my children around in the toxic spelling vehicle We thought, wrongly, that they had cut a whole in the carpet as we found a hole when looking for the score of the smell. We have since found out that the hole is put in at the factory. We left the windows down in our garage ALL night and that managed to make our garage stink. My husband called and asked what happened and was told that the smell was "usually gone in 30 minutes". At that point it had already been about 12 HOURS. AFTER I contacted Revdex.com, we received a call that Harrisonburg Honda wanted to clean our carpet. At this time, I have not gotten the vehicle back. I sincerely hope that the interior is odor free and that I NEVER have to do business with Harrisonburg Honda again. I still feel VERY MUCH over charged for the services we have received; however, if the car is running well and odor free, as I said, I will just be glad to be done with this business.

Regards,

Review: The basis of the dispute—as the merchant, a Honda dealer (Harrisonburg, Honda) knows from my phone calls and the email chain between the merchant and me—is the lack of warranty of the alternator from Honda and the merchant that the merchant did not disclose at the time I agreed to have the work done by the Honda dealer. I would not have agreed to have the work done had the lack of Honda’s warranty been disclosed to me. Here’s the story:

At about 9 am on October 20, 2014, Harrisonburg Honda offered to fix my van and have it ready the next day (it needed a part) for a certain amount. I did not accept that offer. I said I might accept the offer, but Harrisonburg Honda would have to hold the van until Friday because I was leaving town and not returning until then. Harrisonburg Honda then made another offer of, for an extra charge, Harrisonburg Honda would get the required part from a local supplier and have the van ready for pickup that day. I accepted that offer. When I came to Harrisonburg Honda to pick up the van, before I signed the credit card receipt, I asked about Honda's warranty. Harrisonburg Honda said there was no Honda warranty on the part because it came from a local supplier. I objected and said Harrisonburg Honda did not inform me of that at the time I agreed to pay the extra charge. Harrisonburg Honda said that was its policy.

Harrisonburg Honda must warrant the part just as if it were a Honda part to resolve this issue amicably. Had Harrisonburg Honda disclosed it would not warrant the part when Harrisonburg Honda made its offer, I would not have accepted its offer.Desired Settlement: The desired outcome is Harrisonburg Honda warrants the part just as if it were a Honda part.

Business

Response:

Mr. [redacted] is correct in his statement that he approved Harrisonburg Honda installing an alternator that was to be picked up from a local supplier. We had discussed getting an remanufactured Honda alternator the next day but he stated that he would not be able to pick up the vehicle until Friday per his statement. He agreed to have an alternator installed that we picked up from a local parts supplier, but is stating that after the fact that he did not know that the aftermarket part would not be under a Honda warranty. Unfortunately what he is requesting is not possible to do. We have supplied Mr. [redacted] with a copy of the warranty for the alternator, which is also 3 years from the date of installation and similar to a Honda part. Mr. [redacted] attempted to cancel his credit card payment, even though he has no problem with his vehicle at all related to the repairs. We believe that we provided the best service to Mr. [redacted] by repairing his vehicle in a very timely manner while he was traveling, and getting him back on the road. If he did not want a locally sourced aftermarket part installed with excellent service, he should have stated that he only wanted a remanufactured Honda part ordered from the factory. If he was not clear as to the repair, Mr. [redacted] should have asked about this prior to the repairs and not at the cashier window at time of pick up. I have attached a copy of Mr. [redacted]'s repair receipt as well as a copy of the warranty for the installed alternator.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The merchant either does not understand the basis of my complaint, or is being disingenuous. The merchant makes many true statements, none of which address the basis of my complaint, which is I did not agree to less than a Honda warranty. I did not need the car back that day. It was the merchant that offered to get the part locally and the merchant that forgot to mention if he did he would not warrant the part. It was the merchant that did not disclose he/Honda would not warrant the part. Since he didn't, when I agreed to have the work performed using the local part, it's his responsibility to provide the warranty I would have had had he not gotten the part locally. I only want what I bargained for. Nothing more.

Regards,

Business

Response:

As stated in my original response, Mr. [redacted] is requesting something that he knows is not possible. Every part sold thru American Honda, or an outside parts supplier, carrys its own unique warranty. Mr. [redacted] made the decision to use the aftermarket part to expedite the repair that day. If he had any questions regarding the parts warranty, or did not understand the repair, he should have asked about it before the repair and not accepted the offer to use the locally sourced part. He has made it clear that he made that choice, and is not accepting that we can do nothing about his decision. We do not warranty the part, the parts supplier warrantys the part. Once again, the alternator on Mr. [redacted]'s vehicle is in good operating order and had a 36 month warranty from the date of installation. He is approaching its 4th month of service without problems. It has clear instructions on how to have any repair facility replace the part if it fails and how to receive reimbursement. Thank you.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.

There are three obvious things wrong with the business's latest response. One is a wrong implication. The second is a statement that does not comport with the facts. And the third is a statement that does not comport with the facts.Here's the wrong implication. When the business states "Mr. [redacted] is requesting someting that he knows is not possbile." Yes, I'm requesting the business warrant the part as if it were a Honda part. The implication is the business can't do that. I'm not sure that is true. But I'm am open to any suggestion to the business as to how to compensate me for my not getting what I bargained for. Any reasonable offer would be recieved with an open mind. I do not think the business acted in bad faith. I think it simply forgot to disclose a key aspect of its offer.The statement that does not comport with the facts is "Mr. [redacted] made the decision to use the aftermarket part to expedite the repair that day." I did nothing of the sort. I did not even request the business to expedite the repair. When the business told me on Monday that the repair would be ready the next day, I told the business it would have to hold the van until Friday becasuse I was leaving town that afternoon. The busienss offfered to obtain to obtain the part locally and charge me an extra $50. The business did not mention a different warranty would apply to that part. The business did not mention it would use an "aftermarket part." For all knew, the business was obtaining the part from anotehr Honda dealer. I made the decision to pay $50 extra to expedite the repair, but I did not make the decision to use an aftermarket part. As the business knows, becasue I've stated it repeartedly, had it mentioned a different warranty would apply, I would not have accepted its offer. I would have simply picked up the van on Friday of that week. The business's statement that if I had any questions regarding warranty I should have asked is actually a very critical statement if this matter were to proceed to litigation. If as I maintain the business had the duty--as the expert making the offer to "obtain the part locally" to me the consumer-- to disclose that a different warranty would apply, I am right. If as the business maintains the business had no duty--even though it was the expert making the offer to "obtain the part locally" to me the consumer-- to disclose that a different warranty would apply, I am wrong.And lastly, the business states that the warranty "... has clear instructions on how to have any repair facility replace the part if it fails and how to receive reimbursement." The business didn't even provide the warranty when I picked up the van. They sent it much later, only as part of of their exchanges with me. And the waranty doesn't have clear instructions. In fact, there is just a phone numbe to call. There are no instructions on how to deal with a repair facility to replace the part if it fails and how to receive reimbursement. I have metioned I contacted the repair manager at my local Honda delaer. I can give the business his name. and number. His dealership has a very different perspective the situation than does the business. That Honda dealer is an expert in repairs as is the business. I mention this becasue this business and I disagree as to what it should have disclosed when it made its offer and what I should have asked before accepting the offer. The "should" is the key. That is, what was reasoable for both of us. I am open to any reasonable offer. I do not think the business acted in bad faith. I think it simply forgot to disclose a key aspect of its offer.

Regards,

Review: I bought a car in May 2014 from the said facility, within 6 months (in July 2014) the vehicle had to be put in the shop for a replacement. At this time, the car was still under warranty with the manufacturer (Chevrolet) so the cost was covered. By the beginning of 2015 the car was having more issues with the check engine light coming on. At this time I spoke to the facility in hopes that they could work out a deal with me to relieve me of this vehicle and place me in another one that was more reliable and safe. They showed me one offer which was way out of the budge I suggested to them. They said they would work on something else and call me back. They never called me back. They put forth no further effort to help me with the fixing of my car or getting me out of the bad situation I was in. In April of 2015 I had to put $327 into the vehicle so that it would pass inspection. In June of 2015 the car would not start one night and had to be towed (at my expense) to the said facility. They told me it was the starter and if I would purchase the starter they would replace it. I purchased a brand new starter and delivered it to their location. They installed the new starter, however the car would still not turn on. I e-mailed the GM of the facility explaining to him the dire situation I was in, and asked that he work out another deal with me to help me. I have yet to receive any phone call or e-mail back from the GM. The car is still in the Honda parking lot unable to start.Desired Settlement: My desired outcome would be that Harrisonburg Honda offer some sort of refund for some of the cost I have ensued while I've owned the vehicle. I have purchased a $95.00 starter that did not help repair the car, I've purchased Brakes for a vehicle that should have had these things replaced before selling, as well as two tires. That was $327. I feel I am deserving of some sort of compromise.

Business

Response:

The vehicle was purchased by [redacted] in May of 2014 as stated by the customer. The vehicle had approximately 75000 miles on it and she elected not to purchase an extended warranty on the vehicle as we offer and suggest. She states that a year later she spent $327 dollars on the vehicle for brakes and tires to pass inspection which seems very reasonable for a pre-owned vehicle of this mileage with an additional 12000 miles on it. The customer elected yesterday to have the vehicle towed to another dealer and have it traded in on a different vehicle. The GM, [redacted], responded to the customer yesterday by e-mail as soon as he had retuned from vacation. I have attached a copy of his response below, but it appears that the customer has gotten rid of the vehicle on her own yesterday. Thank you. Good afternoon, I apologize for the delay in returning your email, as I have been on vacation and today is my first day back.I apologize for all that you have gone through after purchasing your vehicle from our dealership over a year ago. Unfortunately, it is impossible for us, as a dealership, to forecast any potential issues with a pre-owned car. Sometimes, there are no symptoms for issues that happen with the vehicle. Thankfully, the faulty fuel injector harness was caught prior to the manufacturers' warranty expiration.The check engine light indicator, and the other warning indicators you mentioned are warnings that something is functioning improperly with the vehicle. When the lights go on and then off, the system is resetting but that does not mean that the issue has been resolved permanently. I know you are frustrated, and apologize for that. I want to help you out of your situation.I will look into possibly trading you out of your vehicle, but have a few questions that I need help with.1. What is the maximum payment that you can afford within your budget?2. Are you able to put any money down toward the purchase of a vehicle?3. Judging from the deal you did about a year ago, you rolled over quite a bit of negative equity from your trade. Do you know your current payoff?If you would like me to proceed with looking into trading you out of your current vehicle, please go to [redacted] and fill out a credit application. Once you have done that, please email me and let me know. At that point I will attempt to secure a loan on a vehicle on your behalf.Thanks for making me aware of this situation.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am not satisfied with the businesse's response for the following reasons:

I notified the salesman of the issues with my vehicle when the problem arose. The first being in July 2014 and spark plugs were replaced (I paid for the parts, they covered the labor). This however did not solve the issue. The issue was resolved later that month when the Fuel Injector Harness was replaced, (covered by the Manufacturer's warranty). In February 2015 when the problem arose with my check engine light coming on I notified the salesman once more and he asked that I come in and he would work on a deal for a new car at that time. We discussed my options, and I felt the deal he proposed to me was not going to work into my budget, and I asked if they could work on something else. He said they would work on something, and he would get back with me the next day. He never called me back or e-mailed me back. There was no attempt made by the dealership to inquire about fixing my vehicle (even if it would be at my own expense since the vehicle was no longer under warranty). On Sunday, June 14 after my car left me stranded an hour from home I notified the salesman once more of the issue and that my car would be at their facility on Monday for someone to look at. I asked him to put me into contact with the GM at that time so that I may discuss the situation. He assured me he would get with his GM first thing Monday on the issue. He did not tell me anything about the GM being on vacation. I never heard anything back at that time. No other names of who would be able to better help with the situation were given to me. My car was immobile at the dealership, and I was without a vehicle. No attempt was made by the dealership to offer me a rental (even if at my own expense), no calls were made to the GM about the situation (whether on vacation or not, other people are responsible when there is an absence at the facility, I'm sure). I am a single mother who works two full time jobs and having reliable transportation is very important. Harrisonburg Honda left me no other option but to have my vehicle towed to another dealership, and yes, they were able to get me into another vehicle.

The problem here is not that I was sold a used car and things went wrong (and can I state also that no extended warranty was offered to me). I am well aware that these things do happen, and there are no guarantees when purchasing a used vehicle. However, in the event that things do go wrong there should be some kind of accountability by the dealership to their customers. There should be a process in place when these things happen that the customer should be given the option for the dealership to repair the vehicle that was sold (even if that requires the customer to pay). There was no offer by the dealership to do so. The $327 that was spent on getting the vehicle to pass inspection while may seem "appropriate" for some, but for someone on a strict budget that is most definitely not appropriate. I put the average amount of miles on a vehicle a year (15,000 or less). Therefore, the wear and tear on my vehicle is average and does not need to be considered in this situation. Had the tires/brakes been new before reselling, I don't think they would have needed replacing within the first 11 months of owning the vehicle. I spent $95.00 on a starter that did not resolve the issue. No other plan of action was offered to me. Are used vehicles not thoroughly checked over by the dealership before selling? Maybe this a possible change in process that should happen. I'm trying to draw attention to the fact that the dealership did nothing to help a customer who was in need of a repair. Then when the problem became too great, the customer had to take the matters into their own hands. This has nothing to do with the fact this is a used car. However, this has everything to do with the fact that the customer service at the dealership is in need of change. I needed help with the vehicle, I voiced the need, and there was nothing done to pursue this. I think it's time for the dealership to stop blowing this situation off to "it being a used car and the unexpected can happen", and take accountability for their lack of customer service and responsiblity to follow through.

Regards,[redacted]