From: Herson's Auto Date: Fri, Feb 27, at 3:PMSubject: Re: Outstanding complaintsTo: *** *** ***>Hello ***,This email is in regards to Complaint ID# ***.Herson's refunded Ms***'s down payment
on 9/and 9/in the same forms that they were deposited.$Check to *** ***$CC Refund to *** ***$CC Refund to *** ***to total $1,000.I am still working with the manager to see what we can do for Ms*** regarding the compensation for the window tinting.The deal ultimately did not go through because her employment could not be verified therefore Herson's will not be compensating her for missed work.Refund Receipts Attached Thank you!
[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,
*** ***
Grossly overpriced serviceI paid almost $for just an oil changeService department seem to have as business model to aggressively push for as many repairs as possible, some of them (as was the case with me) un-necessaryIn my case, those repairs would amount to over $ I am not going back, for sure
From: Herson's Auto Date: Tue, Mar 10, at 11:AMSubject: Re: *** *** Rebuttal (1020635)To: *** *** Thank you ***!On behalf of Herson's, we understand Ms***'s dissatisfaction with the situation but Herson's does not verify employment during the purchase of a vehicleMs*** was attempting to get approved for a loan through Honda Financial Services and ultimately was not approvedHFS would have been the source attempting to verify Ms***'s employment, not Herson'sThe reason the loan was not approved could have been for any number of reasonsAny information regarding why the employment was not verified or the loan not approved would need to come directly from Honda Financial ServicesThey can be contacted at ###-###-#### for more information regarding Ms***'s application.Thank you!Laura N***Marketing ManagerHerson's Auto Group###-###-####
*** ** *** purchased a Honda *** on 05/17/This vehicle was traded in on 05/09/2015, during which time only one key was provided by the original ownerWe tried contacting original owner for extra keys; unfortunately, the original owner did not have anyWe informed *** ***
that we would find out if the original owner had extra keysFurthermore, if one could not be provided Herson's would not be able to replace itInstead, one would be provided at a discounted rate paid for by *** ***.This car came with a three month or 3,mile warranty, whichever came firstHonda offers a factory warranty year 60,mile powertrain warranty, which expired on 05/16/Herson's Auto informed Leslie that the car only had month or 3,mile Warranty and if she would like more coverage she has the option to purchase additional COVerage.The Honda *** was Maryland Sate inspected on 05/11/The battery passed inspection and was not an issueIn addition, Herson's replaced the cabin air filter to address the Smoke smellReplacing the cabin air filter is not required by MarylandAlso, Herson's performed an ionization cleaning for a Smoke Smell, and an additional cleaning after *** *** purchased the carRepair orders for all reconditioning on this vehicle can be provided upon requestHerson's has fulfilled all of its duties and obligations in order to make this vehicle *** for saleIn fact, Herson's went above and beyond the requirements by the replacing of the cabin air filter and performing the ionization cleaning for the interior of the carHerson's has followed all of its process for both compliance with Maryland Inspection and making sure the vehicle upheld the Herson's standard and reputation
[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: ***
I am rejecting this response because:
The Honda was advertised as a "Certified Pre-Owned Honda." In order for the dealership to make this advertising claim, the Honda I purchased needed to have passed a 182-point inspection (see link below for similar advertisements)Attached to my rebuttal is a copy of Honda's 182-point checklistand listed under Documentation/Keys/Manuals, items I & J require the vehicle to have: "Keys (Two OEM key remotes)" and "Valet Key (One key)." I don't need a valet keyAll I am asking for, having spent thousands of dollars to purchase this Honda, is a spare keyI feel this is a completely reasonable request especially having experienced numerous other issues that may or may not be part of the 182-point inspection
***
The battery is clearly an issue that could not have been foreseenBut again, I assumed Herson's Auto would understand my frustration having spent thousands of dollars on this car, and then immediately have to replace the batteryIt may have passed inspection, but it didn't even make it past the car's first oil changeThe employees at the auto repair shop actually expressed concern when I told her that I'd just bought the carThey even inquired about where I purchased from because they couldn't believe that it wasn't replaced prior to saleRegarding the warranty, as my family and I reviewed the pro's & con's of this Honda with the salesman, he distinctly said this car had an active warrantyBoth of my parents were with me when we were told this and it was a major reason we decided on this car over othersOnly after spending hours in the show room, signing financing paperwork, etcthe salesman apparently double-checked the warranty status and noticed the warranty had expiredThis circumstance pressured into purchasing the car AND a new warranty and would categorize this as a bait-and switch sales tactic.
As someone who has always been impressed by Honda, I find this to be a deeply disappointing case of poor customer serviceHerson's Honda has not made an attempt to resolve any of the three issues I presented in this complaintIt would make a big difference (at the very least) if I received a spare key as required by the Certified Pre-Owned Honda inspectionI hope to receive a more thoughtful statement from Herson's rather than the cookie-cutter "we feel we went above and beyond the requirements" response I received to my original complaintbecause that is clearly not the case
Regards,
*** ***
From: Herson's Auto Date: Thu, Feb 5, at 3:PMSubject: Re: Outstanding complaintsTo: *** *** Hi ***,In response to complaint #***We have contacted the customer and provided him with the attached
statement that Honda released regarding the issue he is having with his vehicleHonda is not covering this damage under warranty, however Herson's will cover the cost of replacing the damaged piecesOur General Sales Manager has reached out to MrIm and it is up to the customer to bring the vehicle in for repair.I'm not sure what you need me to do, I've never dealt with one of these beforeI am also working on a resolution for the 2nd one you sent.Thank you!!Laura N***Marketing ManagerHerson's Auto Group***
Date: Fri, Feb 12, at 6:AMSubject: ID :*** *** ***To: "***@MYRevdex.com.ORG" ID:***After reviewing the prior repairs and the request from *** *** we are unable to provide a refund and believe the proper steps were taking to
complete the repairs needed With the age and mileage (*** at 125,946)there are recommended repairs and services that need to be completed which were noted on the Multi Point InspectionWe did offer to show those to the customer but our invitation was declined.DTC: *** MISSFIRE #CYLINDERRequired to have the #coil pack replacedENGINE BLOCK REPLACEMENT: The engine block was replaced under warranty per *** due to it cracking and leaking coolantCHARGING SYSTEM LIGHT ON THE DASH: The alternator failed the diagnostic tests requiring replacementAmerican Honda did provide goodwill assistance on the cost of the repair.Thank youGregg PHersons's Honda Service
[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: ***
I am rejecting this response because:Hello,
I don't understand how they can say that they couldn't verify my employment because they picked up the car at my job and left me with no transportation or noticeMaybe they should of tried to contact someone in order to verify any informationAll darkness comes to light!
Regards,
*** ***
May 8,2014Dear *** ***:As stated previously, Herson's Honda has already provided an additional oil change as a customer accommodation to *** ***That is all that Herson's is willing to provideIn the future, if *** *** performs and pays the manufacturer required "B" maintenances at Herson's Honda, then Herson's will pay for the next "A” maintenance (oil change) that is requiredThis benefit is offered to all of our customersVery truly yours,
[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: ***
I am rejecting this response because:I will continue to reject these responses until this case is closed by the Revdex.com because even after I tried to compromise for MUCH less than I was promised originally, Hersons Honda is unwilling to compromise on their end at all
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]
Complaint: ***
I am rejecting this response because:Honda did nothing to address the fact that I was told one thing, asked for it in writing, was told that it was "fine and already in the system", and then completely denied it ever happening They performed bait-and-switch business fraud by telling me one thing and going back on their word This promise they made me was used in the negotiations in the price of the car which is why I agreed to a higher price
Regards,
*** ***
*** *** has been issued a Md Tag refund of $The check number is ***, dated 07/09/We apolgize for the delay.
Thanks,
John S***
Fixed Operations Director
Herson's Auto Group
April 10, 2014Dear **, ***:Herson's Honda has never offered free oil changes for the life of the vehicle, and never willAnything we negotiate with a customer is always put in writingOut of courtesy to *** *** we offered one additional oil change and stated they would not be
free going forwardOur position has not and will not change.Very truly yours,
April 10, 2014Dear ***:*** purchased a Honda *** from Herson's in January She attempted to transfer tags from her previous vehicle, Her salesmen stated that we can transfer tags but was unaware that **, *** was not a member of the alumni group that was on
the tagsHer husband was the member He was on the previous title, but was not on the title to the new vehicleMD MVA refused to transfer the tagsWe issued and delivered new tags to ***, The entire Herson's organization was not aware of this requirement with the DMV, but we are all quite aware of this requirement for the future.There will be no termination or discipline of any personnel regarding this matter.HONDAVery truly
From: Herson's Auto Date: Fri, Feb 27, at 3:PMSubject: Re: Outstanding complaintsTo: *** *** ***>Hello ***,This email is in regards to Complaint ID# ***.Herson's refunded Ms***'s down payment
on 9/and 9/in the same forms that they were deposited.$Check to *** ***$CC Refund to *** ***$CC Refund to *** ***to total $1,000.I am still working with the manager to see what we can do for Ms*** regarding the compensation for the window tinting.The deal ultimately did not go through because her employment could not be verified therefore Herson's will not be compensating her for missed work.Refund Receipts Attached Thank you!
[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,
*** ***
Grossly overpriced serviceI paid almost $for just an oil changeService department seem to have as business model to aggressively push for as many repairs as possible, some of them (as was the case with me) un-necessaryIn my case, those repairs would amount to over $ I am not going back, for sure
From: Herson's Auto Date: Tue, Mar 10, at 11:AMSubject: Re: *** *** Rebuttal (1020635)To: *** *** Thank you ***!On behalf of Herson's, we understand Ms***'s dissatisfaction with the situation but Herson's does not verify employment during the purchase of a vehicleMs*** was attempting to get approved for a loan through Honda Financial Services and ultimately was not approvedHFS would have been the source attempting to verify Ms***'s employment, not Herson'sThe reason the loan was not approved could have been for any number of reasonsAny information regarding why the employment was not verified or the loan not approved would need to come directly from Honda Financial ServicesThey can be contacted at ###-###-#### for more information regarding Ms***'s application.Thank you!Laura N***Marketing ManagerHerson's Auto Group###-###-####
*** ** *** purchased a Honda *** on 05/17/This vehicle was traded in on 05/09/2015, during which time only one key was provided by the original ownerWe tried contacting original owner for extra keys; unfortunately, the original owner did not have anyWe informed *** ***
that we would find out if the original owner had extra keysFurthermore, if one could not be provided Herson's would not be able to replace itInstead, one would be provided at a discounted rate paid for by *** ***.This car came with a three month or 3,mile warranty, whichever came firstHonda offers a factory warranty year 60,mile powertrain warranty, which expired on 05/16/Herson's Auto informed Leslie that the car only had month or 3,mile Warranty and if she would like more coverage she has the option to purchase additional COVerage.The Honda *** was Maryland Sate inspected on 05/11/The battery passed inspection and was not an issueIn addition, Herson's replaced the cabin air filter to address the Smoke smellReplacing the cabin air filter is not required by MarylandAlso, Herson's performed an ionization cleaning for a Smoke Smell, and an additional cleaning after *** *** purchased the carRepair orders for all reconditioning on this vehicle can be provided upon requestHerson's has fulfilled all of its duties and obligations in order to make this vehicle *** for saleIn fact, Herson's went above and beyond the requirements by the replacing of the cabin air filter and performing the ionization cleaning for the interior of the carHerson's has followed all of its process for both compliance with Maryland Inspection and making sure the vehicle upheld the Herson's standard and reputation
[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: ***
I am rejecting this response because:
The Honda was advertised as a "Certified Pre-Owned Honda." In order for the dealership to make this advertising claim, the Honda I purchased needed to have passed a 182-point inspection (see link below for similar advertisements)Attached to my rebuttal is a copy of Honda's 182-point checklistand listed under Documentation/Keys/Manuals, items I & J require the vehicle to have: "Keys (Two OEM key remotes)" and "Valet Key (One key)." I don't need a valet keyAll I am asking for, having spent thousands of dollars to purchase this Honda, is a spare keyI feel this is a completely reasonable request especially having experienced numerous other issues that may or may not be part of the 182-point inspection
***
The battery is clearly an issue that could not have been foreseenBut again, I assumed Herson's Auto would understand my frustration having spent thousands of dollars on this car, and then immediately have to replace the batteryIt may have passed inspection, but it didn't even make it past the car's first oil changeThe employees at the auto repair shop actually expressed concern when I told her that I'd just bought the carThey even inquired about where I purchased from because they couldn't believe that it wasn't replaced prior to saleRegarding the warranty, as my family and I reviewed the pro's & con's of this Honda with the salesman, he distinctly said this car had an active warrantyBoth of my parents were with me when we were told this and it was a major reason we decided on this car over othersOnly after spending hours in the show room, signing financing paperwork, etcthe salesman apparently double-checked the warranty status and noticed the warranty had expiredThis circumstance pressured into purchasing the car AND a new warranty and would categorize this as a bait-and switch sales tactic.
As someone who has always been impressed by Honda, I find this to be a deeply disappointing case of poor customer serviceHerson's Honda has not made an attempt to resolve any of the three issues I presented in this complaintIt would make a big difference (at the very least) if I received a spare key as required by the Certified Pre-Owned Honda inspectionI hope to receive a more thoughtful statement from Herson's rather than the cookie-cutter "we feel we went above and beyond the requirements" response I received to my original complaintbecause that is clearly not the case
Regards,
*** ***
From: Herson's Auto Date: Thu, Feb 5, at 3:PMSubject: Re: Outstanding complaintsTo: *** *** Hi ***,In response to complaint #***We have contacted the customer and provided him with the attached
statement that Honda released regarding the issue he is having with his vehicleHonda is not covering this damage under warranty, however Herson's will cover the cost of replacing the damaged piecesOur General Sales Manager has reached out to MrIm and it is up to the customer to bring the vehicle in for repair.I'm not sure what you need me to do, I've never dealt with one of these beforeI am also working on a resolution for the 2nd one you sent.Thank you!!Laura N***Marketing ManagerHerson's Auto Group***
Date: Fri, Feb 12, at 6:AMSubject: ID :*** *** ***To: "***@MYRevdex.com.ORG" ID:***After reviewing the prior repairs and the request from *** *** we are unable to provide a refund and believe the proper steps were taking to
complete the repairs needed With the age and mileage (*** at 125,946)there are recommended repairs and services that need to be completed which were noted on the Multi Point InspectionWe did offer to show those to the customer but our invitation was declined.DTC: *** MISSFIRE #CYLINDERRequired to have the #coil pack replacedENGINE BLOCK REPLACEMENT: The engine block was replaced under warranty per *** due to it cracking and leaking coolantCHARGING SYSTEM LIGHT ON THE DASH: The alternator failed the diagnostic tests requiring replacementAmerican Honda did provide goodwill assistance on the cost of the repair.Thank youGregg PHersons's Honda Service
[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: ***
I am rejecting this response because:Hello,
I don't understand how they can say that they couldn't verify my employment because they picked up the car at my job and left me with no transportation or noticeMaybe they should of tried to contact someone in order to verify any informationAll darkness comes to light!
Regards,
*** ***
May 8,2014Dear *** ***:As stated previously, Herson's Honda has already provided an additional oil change as a customer accommodation to *** ***That is all that Herson's is willing to provideIn the future, if *** *** performs and pays the manufacturer required "B" maintenances at Herson's Honda, then Herson's will pay for the next "A” maintenance (oil change) that is requiredThis benefit is offered to all of our customersVery truly yours,
[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: ***
I am rejecting this response because:I will continue to reject these responses until this case is closed by the Revdex.com because even after I tried to compromise for MUCH less than I was promised originally, Hersons Honda is unwilling to compromise on their end at all
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]
Complaint: ***
I am rejecting this response because:Honda did nothing to address the fact that I was told one thing, asked for it in writing, was told that it was "fine and already in the system", and then completely denied it ever happening They performed bait-and-switch business fraud by telling me one thing and going back on their word This promise they made me was used in the negotiations in the price of the car which is why I agreed to a higher price
Regards,
*** ***
*** *** has been issued a Md Tag refund of $The check number is ***, dated 07/09/We apolgize for the delay.
Thanks,
John S***
Fixed Operations Director
Herson's Auto Group
April 10, 2014Dear **, ***:Herson's Honda has never offered free oil changes for the life of the vehicle, and never willAnything we negotiate with a customer is always put in writingOut of courtesy to *** *** we offered one additional oil change and stated they would not be
free going forwardOur position has not and will not change.Very truly yours,
April 10, 2014Dear ***:*** purchased a Honda *** from Herson's in January She attempted to transfer tags from her previous vehicle, Her salesmen stated that we can transfer tags but was unaware that **, *** was not a member of the alumni group that was on
the tagsHer husband was the member He was on the previous title, but was not on the title to the new vehicleMD MVA refused to transfer the tagsWe issued and delivered new tags to ***, The entire Herson's organization was not aware of this requirement with the DMV, but we are all quite aware of this requirement for the future.There will be no termination or discipline of any personnel regarding this matter.HONDAVery truly