Hendrick Honda Woodbridge

Review: I bought a 2014 Honda [redacted] on Jan. 25, 2014, and realized a couple weeks later when I read the manual that the car is supposed to come with 2 wireless headphones for the Rear Entertainment System, but it did not. I emailed the salesman, [redacted], and spoke to him a couple times and he said he would check with his manager and get back to me but he did not. I then emailed his manager, [redacted], and the general manager of the dealership, [redacted], but no response either. I understand they could think I'm lying to get 2 more headphones but that is not the case. I would have brought this up when I picked up the car but again I did not realize it even came with headphones. Now they are quoting me $196 each to purchase.

They did not have the car in stock and it was brought over from another dealership, so perhaps when that dealership got the car ready the headphones went missing. I also had a bad experience during negotiations with one salesman quoting a good price then another manager not honoring it, claiming miscommunication. In the end I did the get the price I was originally quoted and some accessories at cost so I was happy, but now may have to end up paying almost $400 if I want to purchase 2 headphones anyway.Desired Settlement: 2 wireless headphones for Rear Entertainment System.

Business

Response:

I have made attempts to contact this customer. I have yet to hear back from [redacted]

Thank you,

Review: I brought my [redacted] in for a recall, oil change and state inspection. I was surprised to hear that they would NOT pass my car because of a "major" leak in the steering rack. I was told that some minor sweating is okay but not what's going on in my vehicle - its a full on leak. I basically had no other option but to replace the steering rack which would also mean a new alignment to be done... over $2,000 in repairs. I asked him if it was something my Extended Warranty would cover and when the technician learned my warranty was not through them; he said he wasn't sure but would suggest I just get the repair and submit my bill to the warranty company to get reimbursement. When I pressed further he said that he could call and ask if they'd authorize it for me... I told him my warranty paperwork was in my glove compartment. He told me the glove compartment was locked and didn't want to force it to much and break it. So I had to make some calls... get the number... and gave the number to my mechanic. The Extended Warranty 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. Long story short... I had then fail my vehicle and picked it up so I could drive it to the authorized repair facility. The glove box was NOT locked - easily fell open for me, the warranty WAS in that glove box and very clearly stated that repairs done without prior consent would NOT be reimbursed. Not only that, but after driving my vehicle an hour to the original repair shop... come to find out that there is only minor sweating, my car PASSES state inspection and the repair does NOT need to be done. In fact, the technician said it'd be considered insurance fraud to repair it "just because" since there is absolutely nothing wrong. How am I supposed to trust my mechanic when they lie about something needing to be done, falsely fail my state inspection, to make $$$$$??!!Desired Settlement: I'm seeking $250 to pay for the gas it cost me to drive two vehicles a total of four hours round trip to the authorized repair shop unnecessarily as nothing was wrong with my car after all.

Business

Response:

Hello,

We have researched this complaint and this is what was found:

According to Section 19VAC30-70 of the Motor Vehicle Safety Inspection Rules and Regulations, #10 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,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

Review: On the evening of 08/01/2013, I dropped my 2003 Honda Odyssey minivan for repairs at the noted dealer, prior to a long vacation trip.The service department asked me to complete a night drop envelope with the keys on it and to write on the envelope what I wanted done. Well I wrote everything that I specifically wanted done, but also told them to check the vehicle for other things that may need repair before my trip.

On Friday 08/02/2013 about 9:00 AM I received a call on my cellular from [redacted] at the dealer telling me that they had done everything that I had asked but that they had found a few other items that needed repair. He went through the long list explaining each item and the cost. When he got to one needing water pump and a new timing belt. He asked me if it had been changed before, I told that I did not know because we had only owned the van for about a year and less than 8,000 miles. **. [redacted] told me that they appear to be the original items. Since I was driving when he called, after pulling to the side of the road, I asked him to repeat the repairs needed, which he did and I wrote it down.. After that I told him to go ahead and do the repairs. Knowing that I had received all maintenance records from previous owner, I made a mental note to check them on my return to the house and before I went to retrieve the repaired vehicle. On Saturday 08/03/2013 I reviewed the previous owner maintenance records and found that the water pump, belts and timing belt had been replaced on 04/09/2011 with the vehicle having 110,360 miles. Today the vehicle has 129,742 miles on it. Upon arriving at the dealer to pick up the vehicle and before paying for the repairs, I asked the cashier clerk to let me review the repair invoice also asked her that I wanted to talk to **.[redacted]. When he came into the office I told him I had two questions about the timing belt, water pump and belts. I asked him How long are the timing belts and associated equipment good for? He said should be 100,000 miles or five years. Then I asked him how they determined that the noted items needed repair? He said by their [redacted], it appears to be the original equipment, but since they did not a repair record, they could only go by what it looked like. I then informed him that I had found out when those items had been replaced, that his reasoning for determining the need to replace had no validity and that I believed they were just making unnecessary work or that their mechanics did not know what they were doing. I also told him that I would be filing two complains, one with the Revdex.com and the other with the Virginia Consumer Protection Agency. He then said he would talk to the manager about maybe making an adjustment. I told him thank you hearing me out, paid the bill in full and left the dealer.Desired Settlement: The total repair bill was $3,188.28. The total charges related to the V6 Timing Belt (Item: J#11+03HOZREPLTBELT) was $1,036.58.

Since I feel that the work was done unnecessarily, I request that I be reimbursed the amount of the labor $560.00. Sine in reality I can't have them take back the parts replaced, I m asking for a profit reduction on the cost of the parts that totaled $476.58.

All is listed in invoice #[redacted] dated 08/03/2013., MO : [redacted]

Business

Response:

Hello [redacted],

The case regarding [redacted], case ID [redacted], we have been in contact with **. [redacted] and have issued a check in the amount of $607.65, dated August 14, 2013. The check was mailed to **. [redacted] on August 15, 2013. I have scanned a copy of the receipt of the check and have it on the attachment for your records. If you should have any questions, please let me know.

Thank you,

[redacted] | GM Assistant

D: ###-###-#### | P: ###-###-#### | F: ###-###-#### | [redacted].[redacted]

Hendrick Honda Woodbridge | The #1 Certified Honda Dealer in DC Metro!

14201 Jefferson Davis Highway, Woodbridge, VA 22191 | www.hendrickhondava.com | Map & Directions |

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Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The business was very responsive to my request. Thank you for your support on this matter.

Regards,

Review: Company has not heeded several requests to unsubscribe from mailings.Desired Settlement: I wish to have my name and address removed from this companies mailed solicitations.

Business

Response:

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,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,