Hendrick Honda Woodbridge

Hello, I have re-checked our data bases here at the dealership and this person's name has been deleted when the customer first requested to be removed Any advertising coming from the dealership itself, i.e., direct mail letters or email, since her profile has been purged from our data base, she will not receive anything from us But, if there are advertisers that are using the USPS direct mail or direct mail zip or area drop, i.e., [redacted] , [redacted] and others; we have no control over who receives our advertising and if this is the case, it is unfortunate that Ms [redacted] is receiving our mailers All departments had been previously informed that Ms [redacted] does not want to be contacted We have complied with her wishes I have reached out to these departments to make sure that their advertisers continue to refresh their data bases to make sure that those customers of ours who have contacted us to opt-out will not be included on their distribution lists Best Regards, Diane N***

To Whom It May Concern: In response to [redacted] On page 2, [redacted] requested for new wiper blades It was written on the repair order and [redacted] ***' [redacted] signature is at the bottom, approving the request On page of 3, of document [redacted] , listed under [redacted] *, the replacement of the rubber blades is charged $for each side for a total of $instead of the original cost for the wiper blades of $plus tax and laborThe final printed repair order has been corrected and you will see on page of (page of the attachment), [redacted] was given a $discount in addition to the correction in the difference in the cost of the wiper blades and the rubber blade inserts [redacted] disputes whether our Service Department "My total bill was $The business practice engaged by Hendrick Honda causes me question whether the requested services were actually performed/performed properlyIn addition to the entire service bill being refunded I want this to be a matter of record in the event it happens to othersI believe there should also be an audit of biling to determine if this type of overbilling/replacement of parts that are not defective/attempt to steal from customers is a common billing practice at Hendrick Honda." "The business practice engaged by Hendrick Honda causes me question whether the requested services were actually performed/performed properly.The business practice engaged by Hendrick Honda causes me question whether the requested services were actually performed/performed properly."As he states in his first complaint, he asked for "wiper blades." There is a difference between what Honda calls wiper blades and rubber wiper inserts We did as he requested, and charged accordingly Requested services were actually performed properly In response to [redacted] ***'s complaint: We apologized for the misinterpretation in terminology Hendrick Honda Woodbridge, out of good faith, accomodated [redacted] with a $discount for his inconvenience"In addition to the entire service bill being refunded I want this to be a matter of record in the event it happens to others." Is [redacted] requesting that we refund his entire $615.23, which he is asking, "In addition to the entire service bill being refunded..." Hendrick Honda performed service to his vehicle other than replace his wiper blades, at [redacted] ***'s request: J# 1: Oil and oil and filter change A $discount was given for the Oil Change Program that [redacted] purchased for his vehicleJ# 2: Multipoint InspectionJ# 4: Air filter replacementJ# 5: Cabin filter replacementJ# 6: Coolant Flush was performed J# 7: Fuel Induction Service was performedJ# 8: Automatic Transmission Flush was performed [redacted] authorized these services to be done to his vehicle These services were performed on his vehicle proberly and with diligence These charges are the responsibility of the customer [redacted] is questioning our integrity We do not overbill our customers, billing customers are based on the cost of the supplies/parts being used and a standard labor rateHendrick Automotive Group performs audits at all Hendrick dealerships annuallyHendrick Honda Woodbridge did not over bill [redacted] ***, nor did we replace any non defective parts, nor did we steal from [redacted] *** Our Service Department was following the request made by the customer Once the miscommunication was acknowledged, the issue was immediately addressed, the correction was made, and the repair order was corrected for the right amount How could [redacted] imply we intended to steal from him by applying a $discount to his bill? He asked to install wiper blades and that is the service that was performed: type of overbilling/replacement of parts that are not defective/attempt to steal from customers is a common billing practice at Hendrick HondaSincerely, Diane N [redacted] General Manager Assistant

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There was NEVER an offer to bring my car back in for another inspectionThe facility where I had to take my vehicle (an hour away from my home) did the inspection and said there was absolutely NO leakage; just dampnessThey even stated that had Honda cleaned out the area and rechecked, they would've easily seen that it was not "major"Honda did not do that however -- the technician told me it had tons of build up which they went ahead and cleaned to make sure it was just dampnessThey did a much more thorough job instead of just jumping to the conclusion that I needed an expensive repairWhen I asked them if they thought it was bad enough where they could just go ahead and complete the repair -- they said they would gladly take the job because it puts food on the table for their families, but to have my warranty company to pay for the repair would be insurance fraudI took my vehicle an hour away because Honda made it clear that I absolutely had to have this repair done or they would fail meWe're a military family and had to spend an entire evening on the one night my husband was home from his overseas trip just to find out that Honda didn't care to double check things on their own but instead insisted that I just "pay the repair"I'm out gas money for vehicles round trip, plus the babysitter to watch two of our kids while we made the drive (since they can't all fit in the back of a [redacted] )I'm also out $to pay for the diagnosisI'm furious just thinking about this all over again Regards, [redacted]

Hello, American Honda was contacted on May 12th, All other advertisers were also contacted on the same date Since Ms [redacted] has continued to state that she is still receiving mailings on behalf of Hendrick Honda Woodbridge and providing insufficient information as to who is sending her mail on our behalf, I am unable to contact the source of the distribution By Ms***'s lack of supporting information, we have done whatever is possible on the dealership level If Ms [redacted] would be more forth coming to support her claim and information, then I can help her in satisfying her request Thank you, Diane N***

Hello, I am sending you attachments regarding the sale of a vehicle from Hendrick Honda Woodbridge to customer [redacted] , ** The paperwork was from the sales process when ** [redacted] came to our dealership to purchase a Honda [redacted] My General Manager, *** [redacted] , would like to walk you through the paperwork to assist you in understanding the process Please contact me at ###-###-#### Thank you, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
MsN*** is playing gamesHow much more forthcoming can I be? As I said in my previous response, the attached flier I provided is proof that it was sent to me from HondaAs such, I reject her responseIf she wants this issue resolved, I ask that she provide me with written proof of all steps that staff at Hendrick Honda Woodbridge have taken to rectify this problem
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

I have made attempts to contact this customer. I have yet to hear back from *** ***
Thank you,
*** ***

Hello,
We have researched this complaint and this is what was found:
According to Section 19VAC30-of the Motor Vehicle Safety Inspection Rules and Regulations, #states: "Power steering is defective and affects adequate steering of the vehicle or power steering fluid in
reservoir is below operating level, or if there is an obvious leak of power steering fluid. Do not reject for dampness."
At Hendrick Honda Woodbridge, we have Certified Virginia Vehicle Inspectors that perform the inspection of vehicles for the Virginia State Safety Inspection. The finding was: REJECTED - "Needs a Power Steering Rack Assembly - Leaking." Although the inspection found that there was leaking, it did not indicate at "major" leak
Over time, there is build up of fluid around the area casused by sweating/dampness, a reinspection of the area, after it was cleared of buildup would reveal any leakage We offered to reinspect this vehicle to see if there was any further leakage The customer declined our offer for reinspection
As the customer did state in her complaint that after she made "some calls:" "The Extended Warrant WOULD cover the repair but it was NOT authorized to be done at this shop - I had to take it to the original shop (an hour away) where I bought my car." Which we also discovered that the warranty that the customer had purchased would only cover the repair done at the facility where the warranty was purchased. This resulted in the customer having to drive back and forth to Winchester, VA about an hour away.
If the customer had agreed to come in for a reinspection, the expenditure of gas going to and from this facility would not have occurred. This expenditure was not caused by any fault by Hendrick Honda Woodbridge
Thank you,
*** ***

Hello,
This does not, by any means, acknowledge that either party accepts responsibility for the issues that are stated in this complaint. Hendrick Honda Woodbridge made every effort to clean and test to see if the area in question was due dampness or leakage. We made every effort by asking the customer to return for reinspection. We can not accept full responsibility for the inconvenience that was caused, since the customer rejected reinspection. Her remark for insurance fraud was uncalled for, as there was no intent of insurance fraud, as that would entail purposefully and willingly with illegal intent of collecting a warranty payment for services not rendered. Knowing that she had purchased her warranty from another dealership, she should have been fully aware what her warranty would have covered and what service centers would honor her warranty. To satisfy both parties involved, Hendrick Honda Woodbridge is willing to close this matter and issue a check to the customer, *** *** for the inconvenience of going to her original place of purchase, which her warranty was issued. Hendrick Honda Woodbridge would like a valid home address for *** *** so that the check can be sent to her
Regards,
*** ***

From: N[redacted], Diane <[redacted]@hendrickauto.com>Date: Wed, Jan 14, 2015 at 12:54 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]>Hello [redacted],As per our phone conversation, the complaint filed by [redacted]’s father has...

been satisfied.  [redacted] was to speak to her father to have the complaint reversed.  [redacted], the sole purchaser and customer,  has purchased a 2014 [redacted] from our dealership on December 6, 2014.  As with all customers who have issues, we deal directly with the customer, who is one the deal.  As mentioned earlier, [redacted]’s father was not, at any part, a buyer or co-buyer of the 2014 [redacted]. Thank you, Diane N[redacted]  |  Executive Assistant GM / Business Improvement FacilitatorD: ###-###-####   |   P: ###-###-####   |   F: ###-###-####About Me Page  |  E: [redacted]@hendrickauto.comhttp://www.[redacted]

Hello,
I am responding to [redacted]'s complaint.  I had received his request to opt-out from our email and mailers distribution lists.  I had done the opt-out on January 17, 2014.  I have not heard from [redacted] regarding receiving emails and mailers since...

January.   I do apologize to [redacted], if he had receive any solicitation from Hendrick Honda Woodbrige.  We do not sell our customer information to any marketing company.   The attachment shows that the first time I opted-out [redacted] on January 17, 2014, the last page shows that I re-opted-out [redacted] today, October 27, 2014.
 
Thank you,
[redacted]

Hello,
American Honda was contacted on May 12th,2016.  All other advertisers were also contacted on the same date.  Since Ms. [redacted] has continued to state that she is still receiving mailings on behalf of Hendrick Honda Woodbridge and providing insufficient information as to who is sending her mail on our behalf, I am unable to contact the source of the distribution.  By Ms. [redacted]'s lack of supporting information, we have done whatever is possible on the dealership level.  If Ms. [redacted] would be more forth coming to support her claim and information, then I can help her in satisfying her request.
 
Thank you,
Diane N[redacted]

Hello,
I have re-checked our data bases here at the dealership and this person's name has been deleted when the customer first requested to be removed.  Any advertising coming from the dealership itself, i.e., direct mail letters or email, since her profile has been purged from our...

data base, she will not receive anything from us.  But, if there are advertisers that are using the USPS direct mail or direct mail zip or area drop, i.e., [redacted], [redacted] and others; we have no control over who receives our advertising and if this is the case, it is unfortunate that Ms. [redacted] is receiving our mailers.  All departments had been previously informed that Ms. [redacted] does not want to be contacted.  We have complied with her wishes.  I have reached out to these departments to make sure that their advertisers continue to refresh their data bases to make sure that those customers of ours who have contacted us to opt-out will not be included on their distribution lists. 
Best Regards,
Diane N[redacted]

To Whom It May Concern:
In response to [redacted]
On page 2, [redacted] requested for new wiper blades.  It was written on the repair order and [redacted]'* signature is at the bottom, approving the request....

On page 1 of 3, of document [redacted], listed under [redacted], the replacement of the rubber blades is charged $6.49 for each side for a total of $12.98 instead of the original cost for the wiper blades of $153.34 plus tax and labor.
The final printed repair order has been corrected and you will see on page 3 of 3 (page 5 of the attachment), [redacted] was given a $100.00 discount in addition to the correction in the difference in the cost of the wiper blades and the rubber blade inserts.
[redacted] disputes whether our Service Department "My total bill was
$612.23. The business practice engaged by Hendrick Honda causes me question
whether the requested services were actually performed/performed properly. In
addition to the entire service bill being refunded I want this to be a matter
of record in the event it happens to others. I believe there should also be an
audit of biling to determine if this type of overbilling/replacement of parts
that are not defective/attempt to steal from customers is a common billing
practice at Hendrick Honda."
"The business practice engaged by Hendrick Honda causes me question whether the requested services were actually performed/performed properly.The business practice engaged by Hendrick Honda causes me question whether the requested services were actually performed/performed properly."As he states in his first complaint, he asked for "wiper blades."  There is a difference between what Honda calls wiper blades and rubber wiper inserts.  We did as he requested, and charged accordingly.  Requested services were actually performed properly.  In response to [redacted]'s complaint: We apologized for the misinterpretation in terminology.  Hendrick Honda Woodbridge, out of good faith, accomodated [redacted] with a $100.00 discount for his inconvenience.
"In addition to the entire service bill being refunded I want this to be a matter of record in the event it happens to others."
Is [redacted] requesting that we refund his entire $615.23, which he is asking, "In addition to the entire service bill being refunded..."
Hendrick Honda performed service to his vehicle other than replace his wiper blades, at [redacted]'s request:
J# 1:  Oil and oil and filter change.  A $45 discount was given for the Oil Change Program that [redacted] purchased for his vehicle.
J# 2:  Multipoint Inspection.
J# 4:  Air filter replacement.
J# 5:  Cabin filter replacement.
J# 6:  Coolant Flush was performed
J# 7:  Fuel Induction Service was performed.
J# 8:  Automatic Transmission Flush was performed.
[redacted] authorized these services to be done to his vehicle.  These services were performed on his vehicle proberly and with diligence.  These charges are the responsibility of the customer.
[redacted] is questioning our integrity.  We do not overbill our customers, billing customers are based on the cost of the supplies/parts being used and a standard labor rate.
Hendrick Automotive Group performs audits at all Hendrick dealerships annually.
Hendrick Honda Woodbridge did not over bill [redacted], nor did we replace any non defective parts, nor did we steal from [redacted].  Our Service Department was following the request made by the customer.  Once the miscommunication was acknowledged, the issue was immediately addressed, the correction was made, and the repair order was corrected for the right amount.  How could [redacted] imply we intended to steal from him by applying a $100.00 discount to his bill?  He asked to install wiper blades and that is the service that was performed:  type of
overbilling/replacement of parts that are not defective/attempt to steal from
customers is a common billing practice at Hendrick Honda.
Sincerely,
Diane N[redacted]
General Manager Assistant

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
There was NEVER an offer to bring my car back in for another inspection. The facility where I had to take my vehicle (an hour away from my home) did the inspection
and said there was absolutely NO leakage; just dampness. They even stated that had Honda cleaned out the area and rechecked, they would've easily seen that it was not "major". Honda did not do that however -- the technician told me it had tons of build up which they went ahead and cleaned to make sure it was just dampness. They did a much more thorough job instead of just jumping to the conclusion that I needed an expensive repair. When I asked them if they thought it was bad enough where they could just go ahead and complete the repair -- they said they would gladly take the job because it puts food on the table for their families, but to have my warranty
company to pay for the repair would be insurance fraud.
I took my vehicle an hour away because Honda made it clear that I absolutely had to have this repair done or they would fail me. We're a military family and had to spend an entire evening on the one night my husband was home from his overseas trip just to find out that Honda didn't care to double check things on their own but instead insisted that I just "pay the repair". I'm out gas money for 2 vehicles round trip, plus the babysitter to watch two of our kids while we made the drive (since they can't all fit in the back of a [redacted]). I'm also out $65 to pay for the diagnosis.
I'm furious just thinking about this all over again.
Regards,
[redacted]

Hello,
I am sending you attachments regarding the sale of a vehicle from Hendrick Honda Woodbridge to customer [redacted], **.  The paperwork was from the sales process when **. [redacted] came to our dealership to purchase a 2014 Honda [redacted].  My General Manager, [redacted]...

[redacted],  would like to walk you through the paperwork to assist you in understanding the process.  Please contact me at ###-###-####.
 
Thank you,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Please provide Hendrick Honda
my complete mailing address for the check to be mailed to: [redacted], VA [redacted].
Regards,
[redacted]

Review: October 24, 2013

Dear Sir and or Madam,

We would like to bring to your attention our complaint against Hendrick Honda of Woodbridge. To start, we owned a 2006 Odyssey Van purchased new, with 227,000.00 miles on 9/9/2011. Our van as only been serviced by Hendrick (99% of the time) unless we were out of town and it required service at which time we would take to other Honda’s dealership for service. Outlined below is a chronological series of events which has lead up to this compliant.

2006 Odyssey Van VIN [redacted]

09/05/2013 - Took 2006 Odyssey van into Hendrick Honda because of sluggish, hesitation. Told everything checked out. Informed service person that I was going on the road and wanted to ensure van was okay. Previously told the van needed new tires and 4 wheel alignments got this work done and an oil change, Cost $520.26. While on the highway, after leaving the dealer the engine light came on, sluggish, hesitation, van jerking forward, ECO light on. I was stranded on the highway alone at night, and had to have a tow truck come for me. The van was towed to Hendrick Honda that night. I insisted they provide me with a rental car as I was on my way to daughter’s school, and needed transportation immediately.

09/05/2013 - Hendrick Honda, engine light came on while on highway, immediately turned the van around and returned to the dealership. Got a rental car for 3 days.

09/06/2013 - We were told by the service person the van needed a new engine at a cost of $4000.00 for rebuild. Why didn’t your mechanics know this a week earlier before I paid $520.26 on the van to prepare the van for the winter months?

The service person told us that with the high mileage of our van, they could not guarantee that something else would go wrong with the van and suggested we consider getting another Honda that would ensure we would not have any more break downs. I would like to point out that our Honda van was PAID FOR, and T did not want another car payment. I feel your service person preyed on our emotions that we were so concerned about being stranded again. We felt pushed into the purchase of another car. The service person referred us to a salesman. The service person offered to buy our van for $1100, the sale manager would only give us $700 for a trade-in. We were with the sale person at 9pm, and the service person came with $1040 cash to buy my van.

I am not convinced my van needed a new engine at a cost of $4900+. I not believe your mechanics are competent, and or your machines are working properly or both, to determine the van needed a new engine. When I asked if they could have the best Hendrick Honda mechanic check out the van again, I was told your best guy had checked out my van. I would like to know what actual work was done on my van after I sold it to your Hendrick Honda service person.

I request the service person, who brought my van provide me with the detailed documentation as to what work was done on my van after he brought it for $ 1100. Also, I don’t think that your service people should offer to buy a customer’s car while also trying to convince them to buy a new car while on duty at work. I think this is a conflict of interest. It gives the appearance of “shady business practices”.

2009 Honda Accord V6 - VIN [redacted], current: 26,814,00 miles

9/9/2013 - Purchased a used Honda certified 2009 Accord from Hendrick with approximately 25,000 miles because we felt trapped into it as we needed a working car. We paid for an extended warranty, gap, at a cost of approx $25K+. I was concerned that we were paying too much for the car as the Kelly bluebook was $17K. We agreed the extended warranty was to be included in the financed cost of the car ($25K), however, after we signed the papers, we received a call the next day telling us that the$1950 for the extended warranty could not be included in the car purchase. My husband returned to the dealership to re-sign the papers (9/13/2013), however, the $1950.00 for the extended warranty was not deducted from the cost for the car. (I think this was a case of “bait and switch”) I was later asked to come in as well to re-sign papers for the refinancing, however, I was told I did not have to sign the extended warranty or gap paperwork, since my husband’s signature was all that was needed. Again, I received another call the following day indicating that I did indeed need to sign the papers. I had to take off work to come back into Hendrick.

9/13 - Returned Honda certified 2009 Accord after engine light came on.

09/17/13 - Returned Honda certified 2009 Accord , I returned the car because the was pulling to the left, wind shield wipers were worn out, and it was difficult to see while driving on the highway when it rained, defrost not working properly. This could have caused me to have a serious accident. In addition, I requested wheel locks and touch up paint, and a owners manual, which I still have not received.

9/27/13 - Returned Honda certified 2009 Accord because engine light came on again, car driving sluggishly with no” get-up”, hesitation. Hendrick replaced spark plugs because cylinders fouled out. Got a rental car.

10/10/13-I called Hendrick and spoke to the service manager, and returned the Honda certified 2009 Accord again, because the engine light came on again, car was sluggish and hesitation. Shop foreman did not drive car with me, although the receipt states he did. He said there was no problem with the car, again!

10/18/12 - While driving on the highway again, on my way to my daughter’s school the engine light came on in the Honda certified 2009 Accord again. I was near [redacted] MD, the car became sluggish, jerking forward, hesitating making a grinding noise. I contacted Hendrick service person and told them I was having trouble with the car and was afraid I would become stranded on the highway. I asked for the nearest Honda dealer. I was able to get to [redacted] Honda in [redacted]. At [redacted] Honda, they indicated without any difficulty that the Honda certified 2009 Accord needed Rims, Seals, and Spark Plugs! After 4 hours, I got a rental car so I could continue to my daughter’s school although I missed several of my scheduled appointments at her school. I don’t understand why I had to go to another Honda dealership to find out these things needed to be replaced, after I kept bringing the car back and forth to Hendrick Honda, and missing work! Hendrick Honda contacted my husband that they would have the Honda certified 2009 Accord towed back to Hendrick Honda for repair.

10/20/13 - Picked up the Honda certified 2009 Accord from Hendrick after 25 item repairs were done on the car.

Hendrick has sold us a lemon as outlined in the the Virginia Supreme Court case “Lemon Law” for used vehicle in Subaru of America. Inc. v. Peters. 256 Va. 43, 500 S.E.2d 803 (1998).

We have purchased 3 Honda and leased 1 Honda from Hendrick over the past 20 years. Over the last year we have not found Hendrick Honda in Woodbridge to be Customer-Focused Performance-Driven, with a commitment to bringing us the best all-around automotive experience. Our car buying and maintenance experience has been stressful and I no longer have faith or trust in the dealership. We are disappointed with Honda beyond words. The other dealership said that many owners have had the same problems with the 2009 Honda Accord V6.

Henrick Honda has consistently said they could not find anything wrong with my car after several breakdown and continually gave me my car back with no repairs. I've been left to wait for the next breakdown for Honda to take additional action, like on 10/18/2013.

I would like to point out that our Hendrick Honda Odyssey van which was in great condition Was PAID FOR. We had all our service done at Hendrick. We kept all of our service on the van up to date to ensure its longevity as we could not afford a new car. We feel “dupped into buying another car as outlined above.

I had been on disability retirement and as a result our credit is not the best any longer. We purchased the 2009 Accord at an extremely high interest rate and high monthly payments. We also were charged too much for the car. I brought to your attention problems with the car that I believe Hendrick Honda knew about or should have known about as a long term problem with the 2009 Honda Accord. Since we purchased the car and have had so many problems with this car, we have found out that there are many reported problems with the 2009 Honda Accord stalling out, problem with plugs, cylinder, and engine problems, etc.

Here is what we believe is happening that Hendrick Honda does not want us to know... when the engine goes into Eco mode the two cylinder heads shut down but the fuel injectors are still dumping fuel into the heads. By dumping raw fuel into the head without the cylinder firing causes the fuel to be mixed with oil. This gives you a rich fuel/oil mixture causing the engine to run rich and bum the oil at a greater rate. Also bums out the spark plugs. By updating the VCM with newer software only reduces the amount of fuel released from the fuel injectors when switching to Eco mode. The problem will still exist with the plugs still fouling out every 25,000 miles instead of every 15,000 miles. We also believe this may have been the problem with our Honda Van, and could have been repaired without replacing the engine at the cost of $4900+, as we were told by Hendrick’s Honda Service advisor.

We want the following from Hendrick Honda:

1. A new free 2014 Honda Accord, V6, top of the line. No cost to us.

2. A Honda lifetime maintenance plan for the new car. No cost to us.

3. Hendrick Honda to pay our entire 1st year car insurance, with full coverage with no deductible.

4. Hendrick Honda to pay off the loan for the 2009 Honda Accord, VIN [redacted], at no cost to us for anything, and pay for the $1950, we were charged for the warranty.

5. We also want to be reimbursed for the Cost $520.26 we were charged on 9/5/2013, and all charges to be paid by Hendrick Honda even if not specifically specified as outline here, for all related transactions.

Please respond to this letter by Thursday, Oct 31, 2013.Desired Settlement: see Attached document

Business

Response:

As of today, November 18, 2013, Hendrick Honda Woodbridge is working with the [redacted] to resolve this issue. We have responded to the [redacted]' concern, by having them come to the dealership to discuss the issues in the complaint. They have made visits to the dealership to discuss the issues. To date, we have refunded the customer $520.26. We are in the process of cancelling the warranty that the [redacted]' purchased when they bought the 2009 Honda Accord and we will be issuing a new warranty at no cost to the [redacted]. This issue is on-going as, General Manager, [redacted], is working expediently to resolve this issue so that everyone is satisfied with the outcome.

Review: I used [redacted] Pricing Service when purchasing a new [redacted] from this dealership. The certificate from [redacted] (issued by the dealership) quoted a price of $23, 023 for the [redacted]. A local dealership offered a lower price of $22,223 for the same [redacted]. The sales representative, [redacted], informed me that Hendricks would match that price of $22,223. I have documentation of these quotes from the dealerships via [redacted]. Buying the car was a horrible experience taking an entire day and an additional evening. I suspect that they were attempting to wear me down so that I would not realize the unscrupulous tactics they were using. When I finally got to Finance, the individual finishing the deal kept trying to add extra fees and warranties. I told him that I wanted to stick with the original price and not to add anything additional. However, I did eventually agree to a maintenance agreement for approximately $299. The finance guy used several tactics to confuse and distract me. When I thoroughly reviewed my contract, I noticed that the actual purchase price was $25,055 and not the price I had agreed to ($23,122).Desired Settlement: I would like for the purchase price to be amended to reflect the amount I agreed to pay $23,122.

Business

Response:

Hello,

I am sending you attachments regarding the sale of a vehicle from Hendrick Honda Woodbridge to customer [redacted], **. The paperwork was from the sales process when **. [redacted] came to our dealership to purchase a 2014 Honda [redacted]. My General Manager, [redacted], would like to walk you through the paperwork to assist you in understanding the process. Please contact me at ###-###-####.

Thank you,