Honda North

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Attn: Revdex.com ID # [redacted] Ref: Honda Case #N[redacted] Mr [redacted] We would like to say, we are sorry you feel your team would have a “zero chance” that this dent could be missedI feel that anyone can make a mistake, and we should all take responsibility for our actionsHonda Presidents Award? Please read the following details that we feel are responsible for our reasons for bringing this “dent” to your attention For example, were you aware that your staff took a picture of the truck, in the Honda North shop, on August 16, at 9:AM that clearly shows the Dent existed prior to delivery to us? We still have the text message and picture if you would like to personally see it Are you aware of your team, NOT showing us both vehicles BEFORE we signed all the documentation? Did your team mention that both vehicles were not completed for delivery on the day we picked them up? After this was one of the issues I kept in contact all week about? We just wanted to do this in ONE tripAre you aware that both vehicles had to come back to Honda North and be completed? A quote from one of my emails: “Just hoping all goes well, no offense just don't want to make a second trip up there, just trying to cover all bases” Did your team explain that we were told, that Honda North could save us money on our payment, no matter how much we stated that this could not be correct? In consequence against our original plans, we purchased a warranty and Zurich Paint coatingBut after we agreed to additional purchases, we were chased down, and told we have to rework the purchase contracts because they were wrong, “after” the Zurich coating was appliedWe are extremely grateful that you discounted the warranty and Zurich coating, but our payment still ended up higher than plannedThen did your team explain how we were embarrassed, when our friends purchasing our trade in, were asked for extra money, due to the contracts being wrong? By chance did your team explain to you that we purchased an aftermarket remote starter for our Honda Pilot? And after many discussions, you were not able to install an aftermarket starter, and we accepted thisThen at the time of installation, weeks after we took delivery, service now WAS able to install the aftermarket style starterImagine how we felt when the vehicle was returned to us, and he handed us a “Honda Remote”, no phone call, no warning, no explanation at allAll I said to the man was “I know, don’t shoot the messenger” Were you brought into the conversations about how the operation of the Honda Bed cover was explained to us? So we based our purchase of the Honda Bed cover along with a approximate total of $of extras on the Ridgeline on this conversation? Did you know that your team replaced this cover? Again we are grateful, but do you know how many times we discussed the holes from original Honda Bed cover being filled/covered/plugged? Not to worry, we took it to a local body shop and paid for the holes to be filled properly In conclusion, we are highly insulted that your letter implies that this dent could be “Self Inflictive” and not the responsibility of Honda NorthHow could a Picture, time stamped August 16, at 9:AM be self-inflictive? Do you know how disrespectful it makes us feel when our emails, and pictures about this situation could go unanswered from your team? Again we are requesting, please write a check for $645.00, to Mr & Mrs [redacted] and place it in the mail to us @ [redacted] We have approximately Pages of notes, email and pictures if you wish to review more, If you have any questions; please call me at Cell ###-###-####, Home ###-###-####Sincerely, Mr & Mrs [redacted] ***

I have recently finished the oil Consumption test as per Honda North's recommendations, and I believe the first reading was not accurate due to the incompetence of the techs that they have working there, I would like to refer Honda North to the website [redacted] and read all of the Oil Consumption complaints regarding Hondas in general They are all extremely similar to my situation Honda needs to Back the products that they sell and repair my car I am still awaiting a response from Honda north regarding the oil consumption test results thank you Regards, [redacted] ***

I can only answer this complaint in a very direct wayThe vehicles are all delivered in a customer delivery area which is inside and well litAll of this said there would be zero chance that the dent would have been missed by our delivery techs and sales staff let alone the end customerA purchase of this nature is always well examined by our staff and as you can imagine the customerWe have earned the Honda Presidents Award for the past yearsThe award is based on your customer satisfaction levelsWe are always in the top percent of the countryPlease understand that we treat our customers with the utmost of care and respect and always dislike when we hear a customer is unhappyThe situation Mr [redacted] is in however a suspect is self inflicted and not the responsibility of Honda NorthPlease let me know how we can be of assistance going forward

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ Contact Name and Title: [redacted] Contact Phone: XXXXXX-XXXX Contact Email: [redacted] @penskeautomotive.com My service director had spent nearly hours with the customer in person,discussing these issues and was somewhat satisfied that we had addressed the issues with the customerWe paid the Honda Dealership in Sacramento for the repairs that they presented to us, we did not have an opportunity to verify the findings and so for the sake of the customer and their circumstances we settled the invoice for $for them as a goodwill gestureWe reimbursed the customer $and offered her next lube service free of charge as a goodwill gesture for the experiance she had on her trip.We could not comment on the customers claims about the issues that happened years ago.However we acknowleaged that she was very upset about these issues and hopefully the refund and offer for a free lube service would go some way in helping her understand that our customers experiance and relationship with us are extremley important to us Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for Honda North general manager [redacted] ***'s replyHowever, Honda North do not think that is their fault and mistake from the very beginning until now Therefore, I still cannot accept his offer First at all, they offer me the $is nothing to do with this complaint about the mistake made by the technicianI only ask for the refund of $labor cost since they did a very lousy job for that, my family got stuck in the other city with panic, worrying and time losingWe had to changed and cancelled our plans for our trip Secondly, they paid for the $to fix my car in the other dealer just because Honda North's technician did a bad job, one of the part he fixed for me was lost, if I was in Fresno, I should take it back for them to fix it since there is one year warranty, unfortunately, I was out of down making a trip to take my daughter back to UC Davis and take my husband to SFO airport, therefore, I needed to take my car to the dealer in Davis Thirdly, they offer me a free car check up, but since I totally lose confidence and trust of this dealer according to all these experience, I don't think I will take my car back to them for service except there is something wrong again according to the parts that they fixed for meTherefore , the free car check up means nothing for my compensation When the Honda North service director [redacted] talked to me in phone about his offer in a month ago, I already told him that I could not accept it since it's not fair enough to compensate my suffer and hard feelingAnd I told him clearly I only wanted to take off the labor cost for this part of complaint, I didn't need any free check up that I may not useBut he told me that it was the best he could do, otherwise, I had to talk to the general manager by myself, but the manager already out of down, wouldn't be back until a week laterHe even said that if the accident happened, it would happen, it didn't matter or miles I drove, but he couldn't pay me back for any time lostSo I told him that I may need to make a further complaint ,such as writing letters to the Revdex.com and Fresno Bees, and he said that" it's up to your choice"I got more up sad and disappointed from his words, it showed that he's not really taking my complaint and feeling seriously even though he always said that "how can I make you happy?" which he was not really mean itHe just used the same attitude that the advisor [redacted] did to me during the serviceBy doing that [redacted] just made the complaint and situation getting worse and worse I thought [redacted] should asked his general manger [redacted] to contact me directly before he went out of town if [redacted] could not make a better decision or offer for my complaint since I already told him what I want from the very beginningAnd I am also disappointed about Gray didn't contact me and following up my case before and after he was back in town By seeing how Honda North handle this case and I also had to deal with unprofessional, disrespecting and cheating service, it bought a lot of hard feeling to me since I took my car to Honda North for last years for service, it totally disappointed me and lost all of my trust! Final Business Response / [redacted] (4000, 9, 2015/06/16) */ Dear Revdex.com, Please claraify with [redacted] what she is asking for? We have already credited her card, as good will gesture of and she is saying she does not want that? She is saying she want in lieu of this ? We are very sorry for the all the problems she incured and have tried to rectify the situation on severel occassions Sincerly [redacted] Final Consumer Response / [redacted] (4200, 11, 2015/06/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since I had made different complaints to Honda North in MayI am still asking $refund for the labor cost related to the first complaint #XXXXXXXX, because they did a lousy job and created a lot of problem The $refund is related to part of the second complaint #XXXXXXXXIt is the labor for replacing timing beltBut beside this I also asked for another labor cost refund $for installing spark plugs and $for adjusting valves, totally is $1131.64, which are all related to the second part of the report that no need to be taken care right awayThat was the part was misleading by the Honda adviser Lious Now I have to clarify few things about: Since I told the service director [redacted] that I didn't accept their offer which was a free car check up and $labor refund for the whole complaint, but they still deducted the $from my American Express Card account on May 11,without notified me by calling or emailing me at allUntil I tried to pay my American Express card balance few days ago, I found out from my E-bill statement Beside this, they didn't response to my second complaint #XXXXXXXX and third complaint #XXXXXXXX at all about two weeks ago, trying to ignore my feeling and complaints Now they try to misleading the public again , try to hide their mistakes and information, combining all the complaints in one It shows that the Honda North did't take the customer's complaint and feeling seriously againPlus, they never face their own mistakes and try to shift their blame onto someone else's shoulders! Honda North still has not informed me about the result of their investigation about the technician and the adviser's mistakes, which they promised me more than a month ago

Revdex.com: This issue is still not resolved, I did contact the manufacturer and they admit there is faulty equipment on the vehiclethey offered to pay $of the $repair. When I inquired to HondaNorth about contributing the other Half, they chose not to participate in the solution. I feel that I had paid "TOP DOLLAR" for this vehicle because I was led to believe this vehicle was in great shape I feel that HondaNorth should step up to the plate and tale care of the balance due for the repair. It has almost been a year now and the lack of responsibility on HondaNorth's part is astounding.
Regards,
*** ***

Initial Business Response /* (1000, 10, 2015/09/03) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@penskeautomotive.com
Please ask Mr*** why he did not bring the car back to Honda North when it first started to over heat? *** *** is our used car
buyer and is primally on the road and out of town, I very sorry he did not return his callsIm not sure what to do? Pep Boys worked on the car for overheating and its now overheating again? Where is the car now? How many miles are on it ?
thanks
***

We are currently working with Honda and *** *** during the oil consumption testing processMr*** was last here for a test on February 12thWe are in contact with the manufacturer on a regular basisWhen we are Informed of their findings on the testing, we will then discuss any future repair options with Mr***. Sincerely,HONDA NORTH*** ***Service Manager

I am writing concerning case number *** for Mr*** ***I have reviewed his concerns as well as our history and information regarding his vehicleAt this point we do not have enough information to draw any conclusion as to whether there is even a problem, and if so, what the solution
will beFrom the customer's point of view, I am sure he is concernedBut, unfortunately, his word that his car "had no oil in it" is not diagnostic evidence, which we are required to have from whoever warrants his carWhen we checked it here, there wasn't any hard evidence of an issueAs you will see from the attached documents, we have asked the customer to participate in an oil consumption test to properly diagnose his concernThis takes time and is terribly inconvenient for him, but is unavoidableNo one at Honda North told him that it is unlikely that anything will be doneThe fact of the matter is, in a case like this, when it comes to consumption, a certain amount is considered commercially acceptableI have no control over the decision of the company that warrants the car, whomever that may beThe reality is, that we profit from doing repairs, so we have no reason to NOT fix the car if we can verify an issueSo in closing, Mr*** should know that he needs to come here if he suspects the oil is low and have us document it to support his caseThis is all we have asked him to do, and we will not be able to help him if he does not cooperatePlease let me know if there is any more information you need from Honda North

Friday, February 06, Attn: Revdex.com ID #*** Ref: Honda Case #N0*** Mr*** *** It would seem as vice president you happen to be only receiving half the story, probably the reason why you have only commented on two of the points presented in our last letter, thus for sure you having trouble satisfying our needsThis is why we continually recommend that any person we encounter to not conduct any business with Honda North Consequently the reason you may have no idea that our truck (the Honda Ridgeline) in question, had an incredible water leak, soaking the carpet on the passenger side floor, so we chose to have it repaired elsewhereNor do you know that when our Pilot was returned to you for a 4-wheel alignment and returned to us with the same symptoms, and even after we called your service department about it, (they denied anything was wrong) we decided to bring it elsewhere, paying for a 4-wheel alignment, but this time we received an alignment report that showed the pilot was out of alignment I sincerely don’t understand why we are dancing around the issueAll items that have been brought up have been agreed upon, but not quite followed thru as discussed, yet acceptedApparently many internal communication issuesI am only saying that I don’t approve of doing business this way Someday when we are in the area, I have hopes to find you at your facility to shake your hand and talk about this, but until then, I have no idea how you can deny the issue at hand with a photo that clearly tells the story We will stand by our letter as well, that your staff took a picture of the truck, in the Honda North shop, on August 16, at 9:AM that clearly shows the Dent was not self-inflictive and existed prior to delivery to usAgain we are requesting, please write a check for $645.00, to Mr. & Mrs*** ** *** and place it in the mail to us @ *** *** *** *** *** *** Sincerely, Mr. & Mrs. *** ** *** *** *** *** *** *** ***

The unfortunate part with a preowned vehicle is that it is a mechanical piece of equipment and can fail at anytimeThe State of Pennsylvania has an annual inspection just for these reasonsAs stated in the customers letter we have repaired things after the sale that are not required as part of the
sale to keep customer satisfaction as high as possible, I cannot address how *** *** might look at a JaguarHowever, if the brake hose didn't pass inspection it would have been replacedThe water pump had it been bad would have caused the temperature to rise which isn't currently happening according to the customer: Understand that we retrieved Mr***'s vehicle from *** *** and left a vehicle for him which he did not want to useThe vehicle did sit at his residence the entire time we had his vehicleWe drove the vehicle from *** ** to and from *** *** and had no battery issueMy concern for the battery would be that some item was left on and caused the dead batteryLast, I believe the heat module the Mr*** is speaking of is for the seatsThe heated seat issue is not part of the state inspection as it has no safety concern to itHopefully this helps clear the issue up on your sideThank you for your help as always

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed 
Regards,
[redacted]

Thank you for your prompt response. However, your refusal to produce any preceding contract details (edited for privacy of course) calls into question the genuineness of yourclaim that this is all a simple mistake. Your questionable business practices are further exemplified by the fact that you continued to electronically advertise the original van in question for at least eight days following our dispute.  Furthermore, your employees verbally confirmed (via phone) that the van in question was still available as late as 6/25 (six days after our contract with you.)  How can you ethically advertise a vehicle you know you do not have to sell?First, your claim that we as a consumer are being unreasonable is questionable at best.  As an “apology for the mix up” you offered us a vehicle with almost twice the mileage for an additional $1,000.  Is this reasonable?  Second, there were no offers to compensate us for our “lost time” as you stated, only more high-pressure sales tactics.Lastly, your statement that we threatened and/or pressured your organization in to “meeting our demands” is laughable.  Your company advertised a van you did not have to sell.  Your company entered into a contract with us for that van that you did not have to sell.  Your company contacted us the next day and tried to up-sell us under the guise of an apology while refusing to disclose a redacted copy of the supposed other contract. Is this how you run your business?If the above is not true, please produce the edited preceding contract and we will amicably part ways.  Either way, our desire to business with your company is gone. We are however keeping our word and filing this complain to let anyone in the market for a new or used vehicle know how your company conducts their business and treats their customers.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
I request that you refund the Road Hazard/Tire fee of $330.00 (which I declined at the time of purchase) and we can consider the matter closed.
Regards,
[redacted]

[redacted],We again apologize for the typographical error, but that is all it was.  It was not meant to be a bait and switch tactic or false advertising in any way.  It was obviously a mistake as all other cars listed are at MSRP.  This was clearly an error and we, as previously stated, can not be held responsible for a data entry or hosting error and will not sell the vehicle for that price.  We feel that we have expressed our apology and our position on this matter so hopefully no further explanation is needed.  Please accept our apology and let's move on from this.Thank you.

Complaint id# 1[redacted] The complaint is unresolved but here is the window sticker for his purchase, clearly an **-L which means it has leather seats. Thank you!

What happened was an accident and in no way intentional.  It was human error and we simply made a mistake.  We apologized for the error and feel that we have been more than fair with both offers we have presented.  We were reasonable and make every effort to resolve the...

situation and it now feels as if we are being pressured into a lower price as the consumer has made multiple threats to report us unless we met their exact demands which are unreasonable.  At this point we would rather not do business because of these threats and all offers are now off the table.  We attempted to rectify the situation amicalbly and made two very fair offers to compensate for the lost time.  Thank you.

Mr. [redacted],As discussed when we spoke on the phone, we can not release the details of the preceding contract due to privacy laws and in protection of our customers personal information.  This was simple human error and we have apologized for the mistake.  We also tried to compensate you as best we could by lowering the price on 2 different like vehicles (like, not exact as is the nature with pre-owned cars) but you declined.  The vehicle being listed online for a few days can be explained by a delayed feed when we post a vehicle as "sold" to when it is removed from our website, and this is common when using 3rd party vendors to list your inventory.  This is the only explanation I can give you because this is what happened.  It was an accident, it was not intentional, and that's it.At this point it is clear that we should not do business so please accept our sincere apology and lets move on from this.All the best,[redacted]

I am looking at the vehicle invoice and says you have a Honda [redacted] 1.5T AWD EX-L. Do you have leather seats? Can email me the VIN# from either the vehicle or registration?We would love to help and appears to be a simple misunderstanding or error that should hopefully be resolved quickly. Thank...

you!

October 15,2015 Revdex.com 400 Holiday Drive, Suite 229 Pittsburgh, PA 15220 Re: [redacted] Please see attached the Buyers Guide for the 2010 Volkswagen CC that was purchased by [redacted] on April 29, 2015. The Buyers Guide is posted in the vehicle while it ts on our lot for sale. At the time of delivery, the customer signs the Buyers Guide and it dearly states that a service contract is available to purchase at an additional fee. At the time of sale, Ms. [redacted] purchased a Road Hazard Tire & Wheel policy, a Zurich Shield Protection Package and a Gap Insurance policy. The Lifetime Engine Warranty is included with the purchase of vehicle at no additional charge. We performed mechanical repairs to this vehicle in the amount of $1421,84 and there were cosmetic repairs that amounted to $1020.00 which include a full detail and minor bumper repair. Copies of both repair orders that were dosed from our computer system are attached that verify those amounts. The vehicle history report that was given to Ms. Franklin, unfortunately, is incorrect, There is $7114.90 shown as parts on the report that is not correct. This is, obviously, a flaw in our system that we are looking into. In summary, this vehicle was inspected, diagnosed and repaired on March 30,2015 by qualified technicians. We stand by the fact that we would never put a vehicle for sale and deliver it with a known mechanical issue including transmission issues. The vehicle was delivered on April 29, 2015 with 71,991 miles on It. Ms. [redacted]'s first complaint regarding anything related to the transmission was on July 21,2015 with 77,381 miles on it. If this vehicle had a bad transmission, we should have seen it here well before 5,390 miles and we cannot be responsible for how this vehicle is driven in 3 months and 5,390 miles.Sincerely,Howard N[redacted]Vice PresidentHONDA NORTH

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Even though I accept this response it doesn't take away the fact that I was lied to in 2014 by my saleperson, it's obvious to me they will lie to you to get a sale, I should have had what he told me in writing, I did not and that was my mistake, thank you for your assistance.
Regards,
[redacted]