Honda of Chantilly

The [redacted] 's are very good friends of mineThis is the second Honda that ** [redacted] has bought from our storeThe family over the past years have purchased over vehicles from me! I plan on trading ** [redacted] out of this [redacted] into one with the navigation that he is comfortable with [redacted] , his son would like to apologize for his FatherHis number is ###-###-#### [redacted] also has power of attorney for his fatherThis family is like my ownIt will be worked out and everyone happy!Greg A***

Date: Wed, Aug 2, at 11:AMSubject: [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Good morning [redacted] , We have resolved the [redacted] complaintWe traded them out of their car and replaced it with anotherVery happy Clients from the tradeBest regards, Greg

[redacted] ,I spoke to [redacted] on Saturday February 4,regarding his concerns about his last service with usI let [redacted] know, I would speak to one of our Service Managers and address his concernsAfter speaking to Allen G [redacted] our Service Manager, the services performed would have nothing in common with his concerns regarding a new steering column.I called [redacted] back today, Monday morning with Allen G***We both informed [redacted] that the services performed had no bearing on his current situationHaving said that, I then offered [redacted] $in good will towards the repair of the steering column [redacted] has used our facility in the pastWith that said, we value his business!Greg A***General Manager

From: Courtney L [redacted] Date: Tue, Jan 12, at 10:AMSubject: COMPLAINT RESPONSETo: [redacted] @myRevdex.com.org [redacted] , Please see the attachment for a copy of the check submitted to American Honda Finance Corporation on behalf of [redacted] for cancelled services Feel free to contact me with any questionsCourtney L [redacted] Finance DirectorPohanka Automotive Group###-###-#### Acura###-###-#### Honda of Chantilly

To whom it may concern: I have reviewed the contact history in our system and is copied here exactly as seen in our Client Relationship toolDates start from bottom to top as most recentYou can see all contacts from the the original "lead" submitted up to the LAST two attempted contacts on 10/24/On that date, the sales person left a messageOn the following day, [redacted] requested to NOT be contacted anymoreAs you can see it is duly noted and at that time MrT [redacted] (sales person) Removed his number which is company policyNot just put on a "do not call" list, but we instruct and this gentleman did REMOVE the number so no further contact could be made, nor has there been since 10/24/So, I believe if anyone at all is calling him it could and would more likely be a DIFFERENT dealership that has his number still in their system [redacted] would have and could have removed his number from their files, but not that of any other dealershipsPlease let me know if I can be of any further assistance in this matterAt this point I do not see where anyone from our store has attempted or contacted [redacted] in over a month and a half or can at this pointThanks Lenny G [redacted] , GM Honda Of Chantilly 10/25/10:24:AM Note Completed don't call [redacted] View 10/24/11:59:AM Attempted Call00:Completed###-###-#### http://www.callmeasurement.com/review_x.cfm?cid= [redacted] View 10/24/11:59:AM Outbound Call01:Completed###-###-#### http://www.callmeasurement.com/review_x.cfm?cid= [redacted] View 10/10/5:48:PM Outbound Call01:Completed###-###-#### http://www.callmeasurement.com/review_x.cfm?cid= [redacted] View 10/4/11:04:AM Outbound Call01:Completed###-###-#### http://www.callmeasurement.com/review_x.cfm?cid= [redacted] View 9/30/1:56:PM Outbound Call00:Completed###-###-#### http://www.callmeasurement.com/review_x.cfm?cid= [redacted] [redacted] View 9/26/8:08:PM Outbound Call00:Completed###-###-#### http://www.callmeasurement.com/review_x.cfm?cid= [redacted] View 8/1/2:00:PM ACE Email Completed Great choice, lets meet today Honda of Chantilly (***) [redacted] View 7/30/8:36:PM ACE Email Completed Your vehicle request from Honda of Chantilly (11052) [redacted] View 7/30/3:07:PM ACE Email Completed Your vehicle request from Honda of Chantilly (***) [redacted] View 7/28/12:28:PM Call #Completed (Left Message) [redacted] View 7/28/12:27:PM Outbound Call01:Completed###-###-#### http://www.callmeasurement.com/review_x.cfm?cid= [redacted] System View 7/25/4:59:PM Immediate Email Completed Honda [redacted] LX [redacted] View 7/25/2:24:PM Outbound Call02:Completed###-###-#### http://www.callmeasurement.com/review_x.cfm?cid= [redacted] System View 7/25/1:51:PM Immediate Call Completed [redacted] View 7/25/1:45:PM Auto Response Completed [redacted] with Honda of Chantilly [redacted] View 7/25/1:44:PM Internet Up Completed [redacted] Auto Buying: New Customer Inquirylx automatic https:// [redacted] recent [redacted] total loss customer most likely replacing their vehicle within days and requested your assistance [redacted] View

I apologized to our Guest for the lack of professional treatment he had received when shopping for his new HondaWe should have done a much better job handling the pricing issue with our Guest

I am rejecting this response because: My car was first towed to ‘ [redacted] ’ for repairTheir mechanics recommend that the car be taken to a Honda dealershipMy car was then towed to Chantilly HondaThe report from ‘ [redacted] ’ was sent to Chantilly Honda and it stated that my car’s rocker arm system was stuckThis should have been a clue to Chantilly Honda that something was possibly wrong with the intake and/or exhaust valve systemWe since have been informed by another Honda dealership and a mechanic that when a timing chain has slipped off its drive that it is a common occurrence that the valves might have also been damagedHowever, Honda Chantilly claimed that only the timing chain, guides and tensioner needed to be replacedUpon a more complete diagnosis it would have been determined that the intake/exhaust valves had been bentWhen I was informed that the total repair cost was $and that the car was fixed and ready for pick up, I was willing to pay that amountI had every expectation that the car was fixed as informed and I was not interested in browsing for another carWith regards to the oil being low, as stated in my earlier email response, I always made sure that the oil was replaced regularlyI have records to verify this factI am very conscientious about my car’s maintenance If my options were disclosed to me I would never have selected to pay $for a car that was not fixed plus purchase a new carAgain, It is not reasonable that I pay for something that WAS NOT FIXED after being told that it was fixed and ready for pick upIt is for this reason that I am still requesting a full reimbursement of the money that was paid for service that still rendered my vehicle as not drivable and useless In regards to Chantilly Honda servicing my new car, I am very hesitate about leaving my car in their possession for repairs and would not wish to have this experience againAlthough, I completely know that we were misinformed and not given options and should be reimburse fully, I would be willing to compromise and have a store credit of at least half ($569.00) at another Honda dealershipIf this is not possible, I should be reimburse for the amount of $

We have left a message for [redacted] We apologize for the time frame in the arrival of equipment dueThe items have been ordered and will be delivered

[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: [redacted] I am rejecting this response because: This is in response to MrG [redacted] ’ assessment of the matter concerning repair done on my carFirst of all, MrG [redacted] ’s claim that my car suffered from years of neglect is without basisI have records proving that I have been dutifully maintaining my engine through regular oil changesIf a more thorough diagnosis had been performed initially, then the technician could have determined that the intake and exhaust valves had been damagedI have been advised by other mechanics that it is common that a broken timing belt is accompanied with bent valvesThese should have been checked before I was told that the car had been “fixed”At the time I was told that the car was fixed I was two and a half hours away and was willing to pay the quoted price ($1138.00)It was a lot of money, but I reasoned that if the car were fixed that it would be still worth it to keep itWhen I arrived at the dealership, to my absolute shock, I was not only told that the car was not fixed as stated, but that I would still have to pay thousands more dollars to have it fixedThe car still was not drivableIf I had been told this at first I would have gladly traded it in for a new car because the repair cost was too costlyWhen they informed me over the phone that they found the problem they really had not performed a thorough diagnosis and I was not given options in order to make an informed decisionNot only I, but my family have been loyal Honda customers for years and I believe that in order for the dealer to uphold the high standards of professionalism and honesty connected with the Honda brand that I should be reimbursed the full amount of money that I paidI paid $for a car that was not repaired and had to be towed off the your lot

Here is what I sent [redacted] just minutes ago: I hope this clarifies our position and I will await here response from this before any other offers are made [redacted] , I first would like to apologize for the whole debacle pertaining to your car purchase! I think there were many factors here that lead to the issue of us not making a deal last nightEither way, we do want your business and I am certain my team in no way would have intentionally harmed you or your car for any reasonWe pride ourselves on handling ALL clients with respect and care such as they deserve when making a decision of such magnitude My understanding is that the first issue with the deal not being the same as terms agreed over phone may have been a credit issueIn these cases, unfortunately as described earlier, we treat all clients with respect and if they qualify for best terms, as opposed to assuming anything lessWe don’t ever want to assume the latterI am sorry we did not follow up and get that information necessary to make exact terms based on the issue before hand, we probably should have requested that information and been better prepared for you in this areaI will counsel Tyler and management on other ways we might avoid this type of situation again in the future The next issue regarding trade value was based not on the breakdown while appraising the vehicle, however some miscommunication about the trim of the vehicleThe appraiser thought it was a top of line model, when in actuality it was notNow Tyler is relatively new and he may have fumbled that explanation if you in fact told him the correct model, but I am certain if you met Tyler, you would understand that was likely a common or honest mistake, he would have certainly not told us that to mislead you or us on what type of van it was, I am sure of thatSo, I think this was just again a miscommunication issue Lastly, I am glad you have entered in the third parties to solve the final conclusion and accusation of fraudOur Great rating with Revdex.com and the fact we know the Police will be able to determine that through “dry rot”, not damage caused by us or you, the hose just happened to fail at the worst time, while you were here to tradeNot great timing, but actually good considering the travels you had most recentlyThe shop that did your oil change likely never saw the top side where this hose is located, they were under the engine for filter and oil drainingSo, although I believe you feel we did this, their investigation will only validate what we most certainly did not do in this caseRest assured we will give them all the cooperation they desireWe value you our reputation as one of the longest standing family owned dealership groups in the market ( [redacted] est1919)I myself have been with the organization for years and when reading your email, feel it necessary to “make it right” So, even though we did not purposely damage your vehicle, I will offer 50% cost of the repair in good faithI will not charge you at all if we do business together nowIn fact, if you trade the vehicle with us after the repair, I will honor for days the trade value given to you last night PLUS $additional! Essentially giving you double the repair cots if you see it fair to come back later, if in fact another dealer does not offer you the same or better deal than we have already I think given all the challenges within this deal, we have offered you quite a great deal and the circumstances though not great, we are in fact trying to help and assist in this challenging transactionPlease let me know if we can meet and discuss this furtherI will be happy to deal with you directly on all matters Sincerely, Lenny G [redacted] Executive Manager [redacted] ###-###-#### "NOT OVER!" WAYFO !

[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 [redacted] , and find that this resolution is sufficing basic request to me I have been paying 4% interest on the $dollars since months before the payment was processed.Thank you for you help in this regard Regards, [redacted]

From: Greg A [redacted] Date: Wed, Dec 30, at 10:AMSubject: Complaint responsesTo: [redacted] @myRevdex.com.org [redacted] , I am responding to the complaint we receivedThank you for your contact yesterday regarding the DealershipThe Client, [redacted] ID# [redacted] I personally spoke with the Client and expressed the miscommunication from our Staff and fully apologized for any derogatory comments that had been made

We came to this dealership from out of state to see a specific used carWe made an appointment for a test-drive at 9:00am on 11/28/When we arrived for the appointment our contact was not there to show us the car, and the employees that were there could not find the key to the car or the car itself The first car they brought around for us was the wrong one Oops We ended up waiting at least hours to see the right car, and in the end it turned out that the car would need a lot of workIt was not worth half of what it was listed for - will soon need a new air compressor and a new transmissionLots of cosmetic defects tooThe biggest issue was that we had to wait for so long when we had made an appointmentThey people there were doing their best to help us out, but I can't help but think that the dealership could have been more preparedIt seems like a systemic issue rather than just a problem you can pin to one employee

You are absolutely right and I meant in no way to justify the treatmentI just thought the Revdex.com here and you should understand the full situationI felt that it was not explained to you in terms of why and what happenedI will consult with the folks you dealt with and get you the apology from Antimo you have asked for In relation to the ongoing and after care repair of our relationship, I will have to get back to you and let you decide if you are willing to give us further chancesThanks for the feedback and I again apologize for the situation even occurring to begin with

Mr*** *** took delivery of his new *** *** on the evening of Wednesday, July 1, Very happy to have his new Honda and very happy with the process
Feel free to contact me if you have any other concerns
Greg A***
General
ManagerHonda of Chantilly
***
###-###-####

Spoke to Ms*** on Wednesday, April 27,to hear of her concernsSet up a meeting on Friday April 29,at 1:30pmMs*** and I spoke about the plan she had purchased and we refunded her purchase of the maintenance plan in full to her lien holderIn addition, I gave her $of Parts
and Service credit for future maintenance or service.Ms*** is happy and a satisfied Client. Greg A***

[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 Many thanks to MrA*** for his exceptional customer service I look forward to seeing you and Honda of Chantilly again!
Regards,
*** ***

Date: Thu, Apr 14, at 11:AMSubject: ID ***To: [email protected]: *** *** *** ***; In regard to case #***, Jayson M our Service Manager has made numerous attempts contacting *** *** regard this issueHe has attempted e-mails and left messages for this
client. Greg General Manager

From: Greg A*** Date: Wed, Dec 30, at 10:AMSubject: Complaint responsesTo: ***@myRevdex.com.org*** ***, I am responding to the complaint we receivedThank you for your contact yesterday regarding the Dealership. The Client, ***
***, ID#***We have issued Honda Finance a check in full for the extended service contractThe Client had gotten word of this and was a told the final balance will be reduced by the check amountClient is satisfied

Please forward the follwing message to Lenny G*** of Honda of Chantilly:
Dear Lenny G***,
In response to your last message, I fully understand mistakes occur, we're all human but the the issue at hand lies in the treatment we received after the keys were lostWe received this treatment in spite of being at no fault, regardless if it was intially accidentail or notDealerships should not treat customers who have recently given you business in such a manner when the dealership is at fault for losing that customers keys When we arrived at the dealerhsip on Tuesday, your sales manager became hostile and begun to yell at my mother and I, for simply asking him one questionHis behavior in the middle of the showroom was witnessed by several of your employees as well
In terms of your question of how the relationship can be repeaired, I'm not sure of the answer and that's because I didnt raise this complaint with the purpose of getting one specific thing in return out of your dealershipI trust that you will use your judgement in offering something thats both fair and reasonable for this situation we had to go through and whether that is (service, gas, rebate, etc.), I'd like to leave that decision to you
Regards,
*** ***