Honda City

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]

We are sorry if there was any confusion regarding the terms of this transaction. We have reached out to the customer, and believe we have settled the issues to their satisfaction.

Initial Business Response /* (1000, 5, 2014/10/30) */
Contact Name and Title: [redacted],Serv.Mngr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@blautogroup.com
There appears to be a misunderstanding about complimentary vehicle inspection, and diagnostic services. While we do...

offer complimentary inspections on vehicles for routine maintenance items (brakes, fluids, tires, filters, etc...), we do not, nor have we ever, offered free diagnostic work. While in some cases we may, ultimately, absorb the diagnostic fee if the customer chooses to do the work with our service department, we, like every other dealership and independent garage, must charge for our time spent diagnosing non-routine issues. That fact is hardly unique to Honda City.
In the case of Ms. [redacted], the diagnostic fee of $125 was for a "check engine light flashing intermittently". This charge is clearly stated on the Workorder, and is clearly singed by Ms. [redacted]. We ultimately discovered that the vehicle had misfires on all cylinders, and had a bad #3 coil, among other issues. This work was declined, and only an oil change was performed.
Ms. [redacted] was also provided with, at no charge, a loaner vehicle while her vehicle was in our service department.
As a gesture of good will, we would be willing to split the diagnostic fee with Ms. [redacted], as there was clearly a misunderstanding regarding this.

Very frustrated and disappointed.
We went to Honda City dealership, which is a little over an hour drive from my home. We saw Honda [redacted], we test drive it and we liked it. When it comes to numbers they did not nagotiate, even though they give us a counter offer and when we accpeted it they said NO to their own words. So we left, I then convince my wife to go back and buy the car on ticket price. So we go back and told them that we will buy it on ticket price, but here they come with extra warranty that we have to buy and pay them almost $1000 more on top of ticket price or they will not sell it. This was very disappointing. when we said we dont need any warranty, they said that there is another couple looking the same car (which was a total lie). If they wont buy it with warranty then they will sell it to us without warranty so we can wait and see. It was frustrating and complete waste of time. I will never go to this dealership again.

[redacted] New York Revdex.com   RE: [redacted]  ID# [redacted]   I am in receipt of the complaint filed by [redacted]. I will try and address each of her points as I find her account of the events to be inaccurate. We agree that she did purchase a 2010 Toyota Highlander from Honda...

City on or about March *, 2016.The tires on the car where as described by [redacted] on the telephone to me as “in almost brand new condition” They had tread and wear consistent with very fresh tires. We road tested this car as we do every car we sell and did not notice any noise when driving. [redacted] claims the car makes a noise when driving at high speeds. We do not test drive cars at speeds that are illegal. However it is possible that the tires do make a noise at a higher rate of speed and can be characteristic of those particular tires different than the OEM tire that was original equipment.  New tires of the same brand would very possibly have the same ride quality. A different tire or a higher speed rated tire may change the ride quality. However the tires on the car do not produce a noise when driven within the legal speed limits and are safe and pass New York State inspection. No tires are needed on this vehicle.The brakes and rotors of this vehicle were within the limits of New York State. The diagnosis of the brakes and rotors were done by what we believe was an overzealous outside garage trying to make a sale. The rear strut on this car is not broken or in any kind of disrepair. When [redacted] contacted us about a leaky strut she also sent us a picture of the strut. We were sent a picture of a strut covered in a extreme amount of oil. More oil than a strut would even contain. We told [redacted] we would like to inspect the strut in our shop with our technicians. The car was brought to us and we found the strut to be in good condition not in need of repair. We even showed [redacted] our findings on the vehicle. We again we believe [redacted] is the victim of an overzealous garage that is taking advantage of her situation. When [redacted] purchased this car we explained any work this car may need. We went over the brakes and rotors and how they did pass New York State inspection but they would need changed in the future. We explained that we could do this or she could save 1,000 on the car and have the work done on the outside. She picked the lesser amount claiming she could have the work done for less. All operating systems on this vehicle passed New York State inspection. I did offer to [redacted] to pay the labor on the tires if she really wanted a different tire. This is a repair that was not necessary but in a gesture of goodwill I would try and help with the labor portion of the cost. She could buy tires from us or on the outside if she preferred and I would do the installation. She declined the offer.     While I do not feel Honda City has mislead [redacted], nor do I feel the car has any safety issues or mechanical defects. I will in an offer of good will still offer to provide the labor for new tires that would be provided by the customer.   If I can be of any further assistance please do not hesitate to contact me     Dennis B[redacted]Honda City

At Honda City, we strive to provide an excellent customer experience to every customer every day. If [redacted] did not have a good experience for that we are truly  sorry. Unfortunately, the call center that takes the phone calls and makes the appointments for service was not aware of...

the time needed for an alarm installation;  we are told it may have been a new employee on their end. But again, we are sorry that [redacted] had to experience this. Because [redacted]'s experience did not  live up to the normal high standard that we try to provide to our customers, we would like to offer him a certificate for 2 free oil changes which can be done at our  location and used by [redacted] at any time.   Again, we are sorry for any inconvenience his experience may have caused.   Sincerely, Dennis D. B[redacted] General Manager Honda City

While we believed we explained the process for processing an [redacted] Xchange lease, and the cost of having the tracking device installed in the vehicle that we submitted for the program on Mr. [redacted] behalf, clearly their was some miscommunication. As a gesture of good will, we will refund the...

remaining $140 to Mr. [redacted] shortly.

I WOULD LIKE TO FILE A COMPLAINT against Honda Corporation Chicago, IL. Honda navigation www.[redacted].com sold me a product that was not updated but I reported it last year and nothing was ever done. when driving from savannah GA to Augusta GA certain areas was not on the map. I called today and spoke to Cherokee at nav center but she said there is nothing she could do.

After review of [redacted]’s complaint and a review of the repair orders and speaking to the employees involved, is it our opinion that [redacted] is due a refund. While the items that we found were in need of repair, additional time should have been taken or questions asked to discover the...

antifreeze issue. Honda City’s customers deserve to have a full explanation of the diagnosis of a customers vehicle, therefore we are giving [redacted] a refund of 50% of the amount paid. This refund  of $453.37 will be refunded to the credit card used for payment. Please have [redacted] contact Vincent T[redacted], the service manager, he is here Mon, Tues, Thurs, Fri and Sat. He will need to have to credit card used and we will process the refund. Sincerely,Dennis B[redacted]General Manager

Honda City is offering [redacted] a 50% refund. This is a fair offer and this is the offer we willing to do for him. Please contact Vincent T[redacted] at the service department, so he can apply the refund. Sincerely, Dennis B[redacted]General Manager

Final Consumer Response /* (450, 5, 2014/04/10) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
The Director of Business Development for the auto group ownership company contacted me directly immediately. He was...

very apologetic, I believe genuinely interested in my complaints, and assured me he would have multiple discussions internally to make sure my situation doesn't duplicate itself. I am satisfied with their response to my complaint and hope that, in the long run, they are a better company for knowing the treatment I recieved.

Initial Business Response /* (1000, 8, 2015/03/16) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@blautogroup.com
While we thought this situation was clearly explained to Ms. [redacted], we regret that there is still some confusion as...

to the agreement. As a one time gesture of good will, we will send a check for $150 to resolve this issue.

Initial Business Response /* (1000, 5, 2015/03/31) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@blautogroup.com
We are sorry you felt you had a negative experience. We double checked the numbers on this deal, and they were...

calculated correctly. The
$408.05 to which Mr. [redacted] refers is the combination of the Doc Fee ($168.43), the Electronic Registration & Title Fee ($25), and the Title & License Fee ($196). The Doc Fee and ERT fee are taxed.
I would be glad to go over this breakdown with Mr. [redacted] if that would be helpful.
Initial Consumer Rebuttal /* (3000, 7, 2015/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There's still no mention of the unauthorized "hard" credit check that the salesman assured me would not be done (I paid cash). I just feel their practices are shady and their sales manager's hard sell approach unnecessary.
Final Business Response /* (4000, 9, 2015/04/16) */
We are sorry if there was any misunderstanding regarding the credit check, but we have a signed credit application, in addition to a signed Credit Score Disclosure Notice.

[redacted] Dear [redacted], I am in receipt of the complaint made by [redacted].After questioning the employees involved and others who were a witness to...

theexchange I feel I can comment on the events described in the complaint.[redacted] came to Honda City to sell his car. The car wasappraised and we made an offer to purchase the car. [redacted] chose not toaccept the offer and left. There was some on the phone negotiating with ourstaff by [redacted] and eventually [redacted] decided to accept the originaloffer of $8,000 for his vehicle.The policy is that prior to purchasing a vehicle the carmust be reappraised. We do this to insure that the car is exactly as it waswhen we made our original offer. This of course only happens when a customer isnot accepting the original offer and selling us the car at the time theoriginal offer is made. This is done to protect the dealership from a car thathas sustained damage and/or has been physically changed from the time of theoriginal appraisal. For instance, an upgraded radio that is swapped out ormissing trim or wheels that are taken off. We never will blindly buy thevehicle without doing an appraisal at the time of sale.The appraiser felt that [redacted]’s vehicle was nowmissing some trim pieces that were there at the time of the original appraisal.When the appraisers were focusing their inspection on this area of the car [redacted] became very upset and when asked about the missing trim told theappraiser (Keith A[redacted], General Sales Manager) and told us that was ourproblem now.I do apologize if [redacted] was unhappy with anytreatment from our staff members. I have had a meeting to instruct them to makesure they are always clear and transparent with the purchase process withanyone who is trying to sell us a vehicle. But I also feel our policy on reappraisingany purchase at the time of sale is a fair policy. Consumers often do notrealize that the equipment on a vehicle, even equipment that is non-oem doesmake a difference as to the value of the car. A car needs to be exactly as weoriginally saw the car. A change in condition, equipment, miles or market conditionscan change the value of a vehicle. We would still be happy to purchase [redacted]’s vehicle,however we would need to appraise it again at the time of purchase.If I can be of any further assistance please do not hesitateto contact me.Sincerely, Dennis B[redacted]General ManagerHonda City

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved bec]
 
 Whomever wrote this is flat out lying.   I was told that the mistakes made in diagnosing my car was my fault.  Why would I want to take my car back and forth to your service center 4 times in the span of 5 days.  The coward manager would not speak to me. The service rep was a gentleman. It is the manager that is the issue . Why would I pay 50% of roughly $900 for no issue being fixed on the vehicle?I had the car toed on a Friday morning.   Why would I pick the car up on a Saturday afternoon at 2pm, drive it up the street to the next light only to have to turn around because nothing was fixed? I waited until that Monday, paid for an unnecessary oil change,only to drive the care home, then to the gym and have it not start AGAIN, at the gym that same Monday evening? Are you in denial that it was seen by a "professional," on Friday, Saturday, and again on Monday?  Blaming your service rep is a cop out. I asked to speak to a manager that same Tuesday I bought the car back, I was told no.  Please justify your payment? explain it for everyone on here to read. Please explain how your professionals where so good that I had take multiple trips with car to and from your service center. You are saying that I should have diagnosed the car myself and then had your mechanics fix what I diagnosed?  You sir should be flat out ashamed  of yourself.  I will only accept a 100% refund at this point. Had you been reasonable with me that Tuesday afternoon,  we would not be discussing this. I have much better things to do with my time.  Which, is why I bought my car to your service place in the first place.  
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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]

It is normal procedure for us, and frankly most, dealerships to charge a diagnostic fee for investigating a potential issue with a vehicle. We are sorry their seemed to be some miscommunication regarding what codes could, or could not, be pulled in this particular instance. As a gesture of good...

will, we will refund the diagnostic charge for this customer. Please have him contact the service and parts director,[redacted], at the Honda City service department to process.

[redacted] 
[redacted] ...

[redacted]                                   ...⇄ />  
[redacted]    I have reviewed the complaint from [redacted] and want toaddress his concerns. He states that he brought his car to Honda City becausehe had a no start condition with the battery. However, since he did drive thecar in I am assuming this was a condition that only happened sometimes. Honda Citydid test the battery and found that the battery was in good health. A batterytest is done by placing a clip on both the positive and negative terminals andgetting a read out from the Honda Battery test machine. The machine then willtell of the batteries health and strength. This is a factory testing devisethat is designed for the Honda vehicles. The test for this car came back as agood battery. At no time in doing this test did we remove or disconnect thebattery from the vehicle. [redacted] then claims that after leaving with the car heparked it and it would not start at all. It sounds like this battery has acracked or bad inner terminal. I can’t obviously tell for sure without seeingit but for a battery to start fine when he picked up the car, and then have ano start condition it must be that there is no electrical current. [redacted] states that he was 2 miles away from the servicecenter when this no start condition occurred. I am not sure why he did notcontact us so that we could have examined the car as it was having the problem.Instead, he went to a gas station. He had the vehicle looked at by non-Hondatrained mechanics and purchased a new battery. While the new car warranty andextended service contracts specifically do not cover batteries, if there was adefect in the battery we would have contacted Honda on his behalf to see if an exceptioncould be made. We would have then held the battery and returned it to Honda, sothey could see the defect and approve the warranty repair. Since the intermittent no start condition was the reason [redacted] brought the car to us originally, there is no way we could have causedthe problem as he states. Honda City certainly did not break the battery whichapparently had problems before we even looked at the car. When the problemoccurred almost immediately after picking up the car only 2 miles from theservice center, we were neither contacted norgiven the opportunity to try and help him with a warranty claim with AmericanHonda. Therefore this is not a cost that we would be able to reimburse.If you have any other questions on this or any other matter,please do not hesitate to contact me.Sincerely,
[redacted]

Revdex.com spoke to Brad at business and the following was relayed: The customer will not be provided a loaner anymore as they were previously informed that they needed a licensed driver who was 25. They brought a licensed driver to pick up the car but she drove the car to return it, which she was informed she was not to do as she would not be covered if something were to happen with her as the driver of the loaner car.

Review: I had booked a Honda CRV EX 2014 on 9/*/14 and made a deposit of $500.00 while booking the car. The deal was for a 3year lease on the car, however the deal did not go through and I was promised a refund of the deposit by the [redacted] on 9/**/14. On September **, 2014 I called to check on the status of my refund as I did not see a credit on my statement and was told to come in to swipe the card for the credit. After going to the showroom, I was told that without the receipt of the deposit, they could not issue me a refund as I have no proof that I was charged. On presenting them the booking order given to me by the sales rep showing the $500 CASH DEPOSIT, I was told that I need to give them a receipt that my card was charged and a booking order was not accepted.

I showed the [redacted] a screenshot of my bank statement showing a $500 charge on my bank account which I emailed to him too. I was asked to come again on the coming Monday so that they can swipe the card to refund me. On insisting to do it today since I was already present I was told to come in on Monday since that is the [redacted]'s job to refund me and the sales manager will not do that.

Ethically, the dealership should have processed the refund on 9/**/2014 itself since the deal was cancelled, and in case they could not do that without me being present there, they should have called me and asked me to come in. I did not receive any phone call from the dealership. If I was unable to present the receipt, they should have processed the refund based on the booking order provided to me by the dealership, which clearly showed a deposit of $500.Desired Settlement: The dealership should refund the deposit back to my card immediately.

Business

Response:

To Whom It May Concern:

[redacted] was refunded his deposit on 9/**/2014. He was absolutely right, and should have had his deposit refunded in the beginning of September.

Sincerely,