Hoffman Honda

Review: I purchased a used car from Hoffman Honda and after driving the car for a week noticed a distinct grinding noise coming from the wheel. Being that the tires are made from rubber I was alarmed at the sound. I contacted my sales person [redacted] who informed me to call the service center and have them look at it. it turns out that there was a broken control arm. A BROKEN CONTROL ARM which is a safety issue I told them to keep the car disgusted that they would sell a car that wasn't fit or safe for the road. They gave me the run around they fix it they will make it better and I believe they will. An has I write this complaint sitting in there show room they have not. Instead I am being told to do a voluntary reposition on said car and buy a new one. It baffles me to think that this is good business practices. Now I'm being told that I broke the control after having it for 10 days. The salesman even mentioned going to small claims court if that is the route I wanted to go. He continues to mention a more expensive car I rejected because it was out of my price range stating its a more dependable brand car.Desired Settlement: I would like to be left in the position they met me in. Or replacing the car with a car of equal value, but better dependability

Business

Response:

Our Hoffman Honda General Manager, [redacted], has spoken with [redacted] to resolve the issue. She brought her car back to our store on Monday, December 16. The issue with the car was still happening so we have given her a loaner car in order to provide transportation while we further diagnose the issue with her vehicle. [redacted] and our Service Manager, [redacted] are working with the customer to resolve all issues.

Review: I put a $100 refundable deposit on a vehicle on 7/13/13. I did not take ownership of this vehcile and have been trying to get a refund since. I have left numerous voice messages with [redacted] and emails (which I still have). I called and asked to speak with his manager and was transferred to [redacted] whom I also left a voice message with. I haven't received any call backs or my refund put back on my credit card.Desired Settlement: I would like my refund of $100 credited to my credit card.

Business

Response:

Good afternoon,

Review: I went in Hoffman Honda to look at a car on July 15, 2015. They had the car I liked but I left without signing any papers. The next day the guy called and I told him I wanted the car and I gave him my credit card to put a deposit on it. He then told me that the car was no longer there and they would have to locate it. Five hours later, I called Hoffman Auto back to tell them I had a change of heart and would not want that car after all. He then said they had found the car (surprise!), but I told him I didn't want it and to refund my credit card. He gave me a really hard time and said he'd have to call me after he talked to his manager because he didn't think the deal could be undone. I told him there was no deal because I didn't sign any paperwork. The next day he finally called back and said he'd refined my credit card the $800 deposit. That was on July 16, 2015. And today, July 22, 2015, the $800 charge is still showing on my credit card. I have put in a dispute with my credit card company but I believe Hoffman is purposely not refunding the $800. I have left 2 messages with their sales manager in the past 2 days and have not heard back from him.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I placed a $200.00 deposit on a new Honda vehicle. When I sat down to sign the paperwork, I discovered that my deposit was not applied to my down payment. I was told by the general manager that Hoffman Honda would send me a check for $200.00. After repeated phone calls and even a personal visit, still haven't received payment. I will be pursuing through small claims.

Desired Settlement: DesiredSettlementID: Refund

$200.00

Business

Response:

Business Response /* (1000, 8, 2013/06/27) */

Hoffman Honda has already issued a refund on June 12, 2013.

Review: To whom it may concern,

I made the purchase of a 2012 [redacted] at [redacted] of [redacted] about 2 years ago now. I recently wasn't happy with my purchase until the car started having trouble and breaking and I attempted to bring it to several places for a trade in/to have it looked at and every dealer I had gone to confirmed it to have been in a front end accident that [redacted] did not bring to the surface when I was purchasing this vehicle. Which means the vehicle did not go through inspection the way it should have, because if it did I doubt the vehicle would have been sold. Beside the point, I brought back my [redacted] to [redacted] of [redacted], told them of the issues I had been having with the car, and they confirmed that they would help me get into a better car for their lack of knowledge on the first purchase I had made there. my sales agent was [redacted], she was kind enough to be the sales associate when the manager [redacted] was to busy to help us himself with the issue. I had told [redacted] that I knew they had a 2011 [redacted] for sale (used) on the lot that I wanted to take a look at. She had me test drive the car, and talked over numbers with me. The [redacted] was priced at $26,000 while I was told I would be given $8,500 for my [redacted]. Although I had $14,000 left to pay on the [redacted] kept informing me that they would take my trade in value and apply it to the total amount of my [redacted] bringing that price down to $18,000 and that would be (with taxes) how much my new loan would be for. All the meanwhile she kept assuring me that since they messed up on my first vehicle that [redacted] would "take care" of the rest of my loan for me and I wouldn't have to worry about it and she was only worried about getting me into a car I could afford and that I loved. My boyfriend and I were at [redacted] until after closing hours, when we finally had the meeting with the financial advisor to talk about the [redacted]. He what told me about the monthly payments ($571) which both my boyfriend and I had thought was an extreme amount, but we were rushed by the financial advisor to sign the papers and had no further explanation. We were switched out of my old car and on our way after signing all tof the correct paperwork, never having a chance to read over them, and only showed the paperwork that said I was taking a loan for $18,000(plus tax). Two months later when I received my new papers in the mail for my first payment, I went online to set up my account with [redacted], and much to my very angry surprise, it had me set up for a 72 month term, $32,000 loan. I angrilly called up [redacted], and asked her hwhy my loan was to that amount, and the only explanation my boyfriend and I had received was "I know its scary, but you signed the papers so…" which we thought was completely unprofessional. All in all I am HIGHLY disappointed in the performance of this dealership I will never go there again for another car, NOR will I recommend them to anyone I know looking for a car. This should be taken care of and whether it involves bringing back my [redacted], then so be it, but I am not going to keep paying for a vehicle that I am now upside down on the loan because of the companies lack of responsibility to do as they say and keep their word.Desired Settlement: I would like to receive a check for the total amount of the [redacted] sticker price which was on the car when I first purchased it $26,000, to put towards the car itself. If thats not possible then some sort of amount should at least be refunded to me on behalf of both of the mistakes they have made with me, on the [redacted] and the [redacted].

Business

Response:

The [redacted] was purchased on November

28, 2014 with the selling price as stated at $26K. There was an outstanding

loan on the trade vehicle (2011 [redacted]) of $14K. Hoffman Honda provided $8500

for the trade value of the vehicle, which left a remaining amount owed to the

financial institution. As 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 question. The customer

was no longer responsible for paying on the first loan for the [redacted], as it was

paid off by Hoffman Honda in full. This was explained and outlined in the

contractual documentation signed by the customer on November 28, 2014.

Review: I purchased a car from Hoffman Honda. I was given a warranty that did not cover anything. I was charged an outrageous fee that I would have never agreed to if it was correctly explained to me. Upon realizing that I was taken advantage of I went to Hoffman Honda and talked to multiple different staff member and personnel. I was unable to get a hold of any personnel at Hoffman Honda for THREE DAYS. I finally showed up on a Saturday and asked to speak to someone. One of the manager told me they would schedule an appointment. That next Tuesday, May 26, 2015, I asked to cancel my warranty. I signed a piece of paper and then the staff told me that it would take 4-5 weeks. It is now August 29, 2015, and nothing has been done. I am beyond furious and want this canceled immediately.Desired Settlement: I would like my warranty processed effectively.

Business

Response:

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.

Review: Purchased a Honda Certified 2012 Honda [redacted] from Hoffman Honda September 30, 2014. When I asked the salesman about the condition of the tires, I was told they are "new". After returning home to Arkansas, found that there was a slow leak in the left rear tire. Upon further inspection there was evidence that the tire had been plugged. Called the delership numerous times to get a new tire. I was told once that it was a warranty issue with the tire manufacturer, which is false as manufacturers do not cover road hazard issues.This gentlemen also told me that the only note pertaining to the tires on the certification was the tread depth, which was appropriate for the miles on the vehicle (approx. 33000) (communication with [redacted]). I was told a second time that it is not against the law to sell a car with a plug in the tire and because I had had the vehicle for over a month there was nothing they could do (communication with [redacted]). The dealership was unwilling to offer any guidance or help in repairing or replacing the tire on their "Certified" vehicle. An additional request for a call back was ignored.Desired Settlement: Upon the advice of another Honda dealer, I had both rear tires replaced with identical [redacted] tires and had an alignment done to ensure appropriate wear. The cost of this service was 642.56 less a 30.00 credit on the oil change that was performed for a total of 612.56. I am asking reimbursement for this amount as my husband and I were given false information pertaining to the status of the tires prior to purchasing the vehicle (by [redacted]) and because I bought a Certified vehicle, I expected the tires to meet the rigourous certification standards as Honda notes they "scrutinize" all parameters of the vehicle, including tires and wheels. In addition, they note that they either repair or replace components that do not meet their standards. According to the sales manager I spoke with, this was not the case for the vehicle I purchased as they only checked the tread depth as noted on the service form per [redacted].

Business

Response:

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.

Consumer

Response:

Review: [redacted]

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 problem. The issue at hand is that they sold my husband and I a vehicle under false pretenses. I asked [redacted] (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 inspection. The inspection was done on Aug. 29th. The 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 1200 miles back to [redacted] 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, [redacted], was not even a bit sincere or concerned. His 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 detail. Their 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 found. And yes, it was leaking. After 1200 miles on the road the tires cooled down and began to deteriorate. The 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 [redacted], 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 tires. The sales team at Honda acted as if they had done us a favor by selling us the [redacted], but I reject that as well. If they didn't want to work out a deal we were content with continuing to drive our [redacted]. 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 Hoffman. We 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.[redacted]

Business

Response:

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.

Review: Hoffman [redacted] is holding a credit on a brake repair job from March 2014 on repair order [redacted]. As of a few weeks ago I traded my [redacted] in at Hoffman [redacted] for a new [redacted]. At the time I asked for this credit to be transferred to Hoffman [redacted] or refunded to me. Hoffman [redacted] claims they can't do this. I fail to see the big deal, it's all the same company and [redacted] is across the parking lot from [redacted]. The note below is a Mar 12, 2014 e-mail from the Service Advisor, [redacted], confirming the $100 credit with a copy to his boss [redacted]. At the time of purchase, the salesman from [redacted] said he knows [redacted] and would take care of it. Well now they can't do it. He has tried 2-3 times in the organization to make it happen. I called the Hoffman Auto Group yesterday and left a voice mail. No return phone call. I wrote an e-mail yesterday to [redacted] with a copy to [redacted]. No response either by phone or e-mail. See attachment for supporting documentation.Desired Settlement: Here's what I am asking for:1.) Refund the $100 with a check made payable to me, OR2.) Establish a credit for me at Hoffman [redacted] Service / Parts in amount $100.Whatever is easier for them to do, I am okay with it.

Business

Response:

[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.

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.

Sincerely,