Hoffman Honda

Complaint: [redacted] I am rejecting this response because: As of right now, Thursday July 23, at 2:pm, there STILL has NOT been a refund of $to my credit card accountIf the refund had been processed on July 22nd, 2015, as Mr [redacted] says it was, then the credit would be showing up on my credit card account by now This charge has now been on my credit card for OVER a week for a purchase that was initiated and cancelled within hours with NO paperwork signed by myself I spoke with Mr [redacted] several times over the last week and have not been able to resolve thisWhen I have spoken with him, his manner has been VERY unprofessional and rudeI believe he is PURPOSELY not processing the refund because he is bitter about me changing my mind Sincerely, [redacted]

[redacted] Service Manager, [redacted] ***, has spoken to [redacted] on the phone yesterday (August 21) as well as today discussing the credit of $100 that is being honored by Hoffman [redacted] . She has written notes in the system file... indicating the credit. Both our [redacted] Service Manager, [redacted] and Assistant Service Manager, [redacted] confirmed that this credit was in the process of being transferred for the customer to use at our [redacted] store and has been finalized today. We are sorry that there must have been some misunderstanding or miscommunication during the process, however the credit was always going to be honored for our customer.

We understand and sympathize with the frustration Mr. and Mrs. [redacted] have felt due to the tire situation on their Certified ***, however we have not sold a vehicle under false pretenses. We reiterate that a thorough inspection was completed to qualify the vehicle for certification according to strict Honda guidelines. The tires met all specifications (tread depth, wear and tear, no dry rot) in order to certify. We do not plug tires at Hoffman Honda so if any tire had this done it was completed elsewhere, unknown to us. We value our customers, especially those who have been loyal for many years, therefore we will provide payment for one tire, in good faith as we are unable to inspect the tire that is claimed to have a plug. The cost to replace two tires for the 2012 Honda *** would normally cost $209 each, however we will send a check for half of what the customer paid a different dealer for two tires, again acting in good faith as the customer has not presented us with proof of payment.

The *** *** *** was purchased on November
28, with the selling price as stated at $26KThere was an
outstanding
loan on the trade vehicle (***) of $14KHoffman Honda provided $
for the trade value of the vehicle, which left a remaining amount owed to the
financial institutionAs is customary in these situations, the remaining
amount owed on the customer’s initial loan was rolled into the purchase price
of the *** bringing the new amount financed to the $32K in questionThe customer
was no longer responsible for paying on the first loan for the ***, as it was
paid off by Hoffman Honda in fullThis was explained and outlined in the
contractual documentation signed by the customer on November 28,

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
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: While it is true that I spoke with the dealership about the tires having early signs of dry rot on them, this was not the only problemThe issue at hand is that they sold my husband and I a vehicle under pretensesI asked *** *** (the salesman) about the tires PRIOR to the sale being finalized and was told that they were "new"In their response, the dealership stated that they did not plug the tire and would have changed it out had there been a leak at the time of inspectionThe inspection was done on Aug29thThe fact remains that the dealer sold a Honda certified used vehicle to us with a "known" issue. When the issue was brought to there attention after driving miles back to *** *** AR, they seemed to not even want to acknowledge the problem. My husband and I called several times and were promised call backs which never came through. One of the sales managers, *** ***, was not even a bit sincere or concernedHis response was simply the tread depth was within limits and that selling a car with a plugged tire was "not illegal". Barring it being illegal they had blatant disregard fro safety and attention to detailTheir bottom line was all that was on their mind. While inspecting the tread one would assume and acknowledge the fact that a plug as large and directly on the tread would have been foundAnd yes, it was leakingAfter miles on the road the tires cooled down and began to deteriorateThe sidewalls were cracked and dry rotted and the plug was found with minimal effort. After not receiving any call backs we had no choice but to replace two tires. We spoke with the service team at *** *** ** *** **, which were fantastic and have been more than accommodating, and they were appalled at the response Hoffman Honda had given us. Not only were they disgusted that a certified vehicle was not being held to the high standards of Honda but that the auto group was careless in handling a costumers concern. As stated before we were promised by our salesman that they were brand new tiresThe sales team at Honda acted as if they had done us a favor by selling us the ***, but I reject that as well. If they didn't want to work out a deal we were content with continuing to drive our *** ***. My family, who by the way have been loyal Honda and Hoffman customers since the 80's are completely unsatisfied with the way our issue was dealt with. I have never dealt with people as uncaring as the management and sales team at HoffmanWe will continue to dispute the issue at hand until we find an avenue that nets us the results that any customer deserves, full reimbursement of the damaged tires.*** *** *** ***

We sincerely apologize for the delay in having the warranty cancelled and refunded accordingly.  One of our Hoffman Honda business managers, Sarah K., has called and emailed [redacted], to ensure we had the correct information for our office manager to process the cancellation.  As of...

September 9 we received confirmation from [redacted] that the warranty has been cancelled. The cancellation was made effective 5/21/15 with a mileage of 85,000 to provide a prorated refund of $1290.54.  This refund will be delivered to the current lien holder, [redacted], within the next 10 business days and the credit will be reflected on [redacted]'s statement once processed by the credit union.

Revdex.com:
I find it odd that Hoffman states that they normally do not refund a credit card without the card and customer present. Yet, they had absolutely NO problem CHARGING my card right away when I wasn't present. Hoffman Honda, and specifically, [redacted], plays games with their customers and I would NEVER recommend them to anyone looking to purchase a car. In fact, I will be sharing this terrible experience with all of my friends, family and co-workers just to warn people from ever going there.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We sincerely apologize for the delay in handling the reimbursement of the deposit. Any time a customer places a deposit on a vehicle to hold it for them they are entitled to a full refund if they choose to no longer pursue the purchase and this should have been communicated clearly to the customer....

 This has been addressed internally with our staff to avoid situations like this occurring in the future, and again we sincerely apologize for the delay in processing the refund. We have been informed by [redacted], Sales Manager, that he spoke with Ms. [redacted] on the morning of July 22, 2015 and processed the credit card refund at that time. Ms. [redacted] should see that credit appear on her statement shortly.

Complaint: [redacted]
I am rejecting this response because:
As of right now, Thursday July 23, 2015 at 2:15 pm, there STILL has NOT been a refund of $800.00 to my credit card account. If the refund had been processed on July 22nd, 2015, as Mr. [redacted] says it was, then the credit would be showing up on my credit card account by now.  This charge has now been on my credit card for OVER a week for a purchase that was initiated and cancelled within 5 hours with NO paperwork signed by myself.  I spoke with Mr. [redacted] several times over the last week and have not been able to resolve this. When I have spoken with him, his manner has been VERY unprofessional and rude. I believe he is PURPOSELY not processing the refund because he is bitter about me changing my mind. 
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

[redacted] Service Manager, [redacted], has spoken to [redacted] on the phone yesterday (August 21) as well as today discussing the credit of $100 that is being honored by Hoffman [redacted]. She has written notes in the system file...

indicating the credit. Both our [redacted] Service Manager, [redacted] and Assistant Service Manager, [redacted] confirmed that this credit was in the process of being transferred for the customer to use at our [redacted] store and has been finalized today. We are sorry that there must have been some misunderstanding or miscommunication during the process, however the credit was always going to be honored for our customer.

Tell us why here...[redacted] leased the vehicle on April 25th, 2016. At that time the first payment was included in the deal. The contract had to be resigned and Hoffman Honda sent it overseas to him where he was deployed. The dealership received the contract back in May and sent it to Honda. The...

second payment was due so the dealership asked Honda to short fund the payment and Hoffman Honda would collect it from [redacted]e was due $1,000 for his trade equity and the dealership spoke with him and sent him a check for a net $599.03. This is broken down as the $1,000 for the trade in minus the $400.97 payment plus $30 to cover the expense to overnight Hoffman Honda the contract. This check was cut on May 6, 2016 and sent out after the dealership received the contract back from [redacted] in late May. The check was made out to [redacted] wife [redacted]

We understand and sympathize with the frustration Mr. and Mrs. [redacted] have felt due to the tire situation on their Certified [redacted], however we have not sold a vehicle under false pretenses. We reiterate that a thorough inspection was completed to qualify the vehicle for certification according to strict Honda guidelines.  The tires met all specifications (tread depth, wear and tear, no dry rot) in order to certify.  We do not plug tires at Hoffman Honda so if any tire had this done it was completed elsewhere, unknown to us. We value our customers, especially those who have been loyal for many years, therefore we will provide payment for one tire, in good faith as we are unable to inspect the tire that is claimed to have a plug.  The cost to replace two tires for the 2012 Honda [redacted] would normally cost $209 each, however we will send a check for half of what the customer paid a different dealer for two tires, again acting in good faith as the customer has not presented us with proof of payment.

The [redacted] was purchased on November
28, with the selling price as stated at $26KThere was an outstanding
loan on the trade vehicle ([redacted]) of $14KHoffman Honda provided
$
for the trade value of the vehicle, which left a remaining amount owed to the
financial institutionAs is customary in these situations, the remaining
amount owed on the customer's initial loan was rolled into the purchase price
of the [redacted] bringing the new amount financed to the $32K in questionThe customer
was no longer responsible for paying on the first loan for the [redacted], as it was
paid off by Hoffman Honda in fullThis was explained and outlined in the
contractual documentation signed by the customer on November 28,
Hoffman Auto Group

The 2012 Honda [redacted] was inspected by our trained Honda technicians on August 29th
sans-serif; color: rgb(31, 73, 125); font-size: 15px;"> for certification. At that time the tires measured at 7/32 which surpasses the legal limit and Honda’s certification requirement of 5/32. When Mrs. [redacted] called on October 23rd she discussed her concern that her tires looked dry rotted. We reviewed our certified inspection and explained that the tires had passed and there was no dry rot. She did not mention a slow leak or plug at that time. She was informed if there is abnormal cracking or dry rotting that it may be covered by the tire manufacturer but replacing the tires would likely be at her expense. With regard to a plugged tire, Hoffman Honda does not plug tires. Had there been a leak in the tire at the time of our certification inspection on August 29, 2014 we would have replaced the tire in order to sell the vehicle as a Certified Pre Owned vehicle.

The 2012 Honda [redacted] was inspected by our trained Honda technicians on August 29th for certification. At that time the tires measured at 7/32 which surpasses the legal limit and Honda’s certification requirement of 5/32. When Mrs. [redacted] called on October 23rd she discussed her...

concern that her tires looked dry rotted. We reviewed our certified inspection and explained that the tires had passed and there was no dry rot. She did not mention a slow leak or plug at that time. She was informed if there is abnormal cracking or dry rotting that it may be covered by the tire manufacturer but replacing the tires would likely be at her expense. With regard to a plugged tire, Hoffman Honda does not plug tires. Had there been a leak in the tire at the time of our certification inspection on August 29, 2014 we would have replaced the tire in order to sell the vehicle as a Certified Pre Owned vehicle.

We sincerely apologize for the delay in handling the reimbursement of the deposit. Any time a customer places a deposit on a vehicle to hold it for them they are entitled to a full refund if they choose to no longer pursue the purchase and this should have been communicated clearly to...

the customer.  This has been addressed internally with our staff to avoid situations like this occurring in the future, and again we sincerely apologize for the delay in processing the refund. We have been informed by [redacted], Sales Manager, that he spoke with Ms. [redacted] on the morning of July 22, 2015 and processed the credit card refund at that time. Ms. [redacted] should see that credit appear on her statement shortly.

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.
Understand that it was not the fact that I might have to pay them back for the monthly payment that they paid that I had issue with, but the companies refusal to discuss the situation with me and instead attacking my credit to get what they wanted. I am accepting their response because they have removed the late mark on my credit report and taken off the late fee they charged me.  Please let me know if you have further questions regarding this matter. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As of right now, Thursday July 23, 2015 at 2:15 pm, there STILL has NOT been a refund of $800.00 to my credit card account. If the refund had been processed on July 22nd, 2015, as Mr. [redacted] says it was, then the credit would be showing up on my credit card account by now.  
This charge has now been on my credit card for OVER a week for a purchase that was initiated and cancelled within 5 hours with NO paperwork signed by myself.  I spoke with Mr. [redacted] several times over the last week and have not been able to resolve this. When I have spoken with him, his manner has been VERY unprofessional and rude. I believe he is PURPOSELY not processing the refund because he is bitter about me changing my mind. 
Sincerely,
[redacted]