Honda of Chantilly

Had a horrible experience at this dealershipThey went back on their commitment several times, first they offered a different price on the traand then went backAfter a-lot of follow up, got them to agree to the original commitment they'd madeAfter that they went back on commitment on the accessories they had offeredAnd this happened after they made my wife (along with kids) wait there for over hours to sign the paperworkThe accessories only added to $or so but I insisted because of principal, and they accused me and my wife of lyingNeedless to say, I left without a carThey can shove those accessories up their ***These guys represent the WORST of car dealershipsNow I understand why this industry has such a bad name Please avoid this dealership if you want to be excited about the experience of getting a new car

[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.
Regards,
*** ***

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 processFeel free to contact me if you have any other concerns. Greg A***General ManagerHonda of
Chantilly***###-###-####

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

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.
Regards,
*** ***

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***

To whom it may concern:
This client was told the timing belt would need to be fixed first to find out if that was in fact the issueWe could not diagnose any further without this repair done first, only after was it determined the car needed additional workAfter years of neglect,
it is often a car in this condition requires multiple thingsIt was towed in originally and the service adviser was clear on this repair being necessary to even determine what we could do next if it did not fix the vehicleIt is unfortunate that the vehicle required additional work, but was not either the dealer, technician or advisers fault the car needed more workIt was due to the fact the engine was in such bad shape, it required much more than the car was worth, just as the client states in her own assessmentSo, this was a justified repair and one in which we are expected to be paid for since we did the work, per authorization of the client.
Sincerely,
Lenny G***
General Manager

From: *** ***
arial, sans-serif;">Date: Fri, Dec 12, at 4:PMSubject: Please Re-ReviewTo: [email protected] recently submitted a complaint (#:***), but it was immediately closed for 'beyond purview'.
However, on the "Desired Outcome" section, I also requested that the business would stop harassing me, as they have fraudulently posted my personal mobile phone number onto numerous websitesI have logs of calls and voicemails on my phone

[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.
Regards,
*** ***

Attached PDF documentation for reference: (Pages1-5)
*** *** was not present at time of vehicle being towed to Honda of Chantilly. The tow driver who transported the vehicle, did so at the petition of *** ***. The driver relayed to our staff the vehicle was being towed in from another shop for diagnosis, concerning a no start condition, and the check engine light was on. Upon the tow truck driver unloading the vehicle, the service advisor generated a repair order(Ref. attached PDF - Page 3) The service advisor, Chris D***, then contacted *** *** by phone via the information supplied by the tow truck driver. MrD*** informed Ms. Walker her vehicle had been received, and obtained approval to proceed with diagnosis, prior to the repair order being dispatched to the technician.
The other shop *** ***'s vehicle was being towed from, "*** *** ***", had previously inspected her vehicle for the same no start condition and provided a written record of their diagnosis(RefAttached PDF - Page 4) The first section of the hand written receipt indicates the results of the initial diagnosis, stating the Diagnostic Trouble Codes stored in the vehicles computer: P- "A rocker arm stuck actuator system B1"; *** - "slow response BS2"; *** - VTC ADVMALF". These separate "codes" enabled the technician to then begin the troubleshooting process in order to determine the cause of trouble codes being set. The following section of the hand written receipt indicates the results of the initial troubleshooting: "DIAG - Timing chain jumped - so its not lined up properly Because Customer ran Engine 3qts low on oil - this caused low oil pressure that controls the Variable Valve Timing and other components of the system, IERocker Arm Actuators"; *** *** *** was diligent in their assessment of *** ***'s vehicle, based on their findings of timing chain jumped during running speed. The final section of the hand written receipt indicates further results of troubleshoot via an engine cylinder compression test, with results be on all Cylinders; "Warning - When these engines jump - at running speed can cause internal engine damage"; "compression all cyl."'; "cylleakage - leakage very high and goes into crankcase - because T chain jumped"; "REC - go to Dealer"
An engine internal compression test would be conducted to determine the engines ability to seal and move air. The pressure readings from each cylinder would indicate if a component(s) internally in the engine were compromised. *** *** *** invoice advised her of the potential internal engine damage, based on compression readings, and recommended to go to a Honda Dealership for further diagnosis. In order to successfully ascertain true readings of an engine internal compression test, or cylinder leak down test, you must first bring the engine to operating temperature. This ensures all metal components are expanded to the proper tolerances, prior to testing. If the internal engine seals are not sealing adequately, the compression will be reduced or lost. However, *** ***s vehicle wouldn't start, due to the timing chain out of phase. Any internal combustion engine that is out of timing will always fail (100% leakage) a compression or leak down test. This is due to cam shaft and crank shaft being out of sequence, preventing them from aligning into sealing positionsIE; Top-Dead Center / Bottom-Dead Center In order to properly set the engine timing; the timing chain, guide, and tensioner required replacement(RefAttached PDF - Page 1) In the technician notes from Honda of Chantilly Invoice # ***, it is stated: "Found timing chain to have stretched and altered timing causing pistons to hit valves in cylinder headBrought vehicle in removed valve cover and set engine to top dead center. Found intake cam to be off degrees advised client need to remove timing chain and reset timing before moving forward. The Technician then submitted his notes and recommendations to the Service Advisor for client's approval to complete
Chris D*** contacted her to provide a status update and review technicians recommendations. Chris D*** informed *** *** our master technician confirmed the previous findings from *** *** ***, and advised that timing chain, guides, and tensioner replacement was necessary in order to get the engine back in timing. *** *** then requested to have Chris speak with her father. After MrD*** and the father of *** *** had an opportunity to discuss the situation surrounding repair recommendations, approval was given to authorize Honda of Chantilly to proceed with replacement of Timing Chain, Guides, and Tensioner. The technician was instructed to complete replacement(RefAttached PDF - Page 1) customer approved timing chain and tensioner to be replaced. Replaced timing chain guides and tensioner and cleaned all mating surfaced of timing cover to ensure no leaks were present after repair. After assembling everything vehicle would not start,
As stated to Honda of Chantilly management, *** *** was out of town, and our attempts to contact her were unsuccessful. *** *** called back and successfully reached her Service Advisor, Chris D***. MrD*** provided a status update to *** ***, consulting her that after replacement of timing chain the vehicle would still not startThe technician performed a cylinder leak down test and results concluded, Exhaust and Intake valves had been compromised, requiring additional engine repair(RefAttached PDF - Page 1) removed ignition coils and spark plugs and performed cylinder leak down test which showed 100% leak down on every cylinder found air to be coming from intake and exhaust which states intake and exhaust valves are damaged ( Reasoning for not performing leak down test in the first place was because timing was off which out directly result a failed leak down test due to cam timing being out of place)" At that time, MrD*** and *** *** discussed what would be most practical for her situation, as he offered several options. One such option was vehicle replacement, due to the trade in value of her present vehicle vscost to repair. The conversation concluded with *** *** requesting additional time to consider outlined options, and make a final decision. Later, Mr. D*** attempted to contact *** *** and was unsuccessful in making contact Without being positive if she made a final decision, or received the voice message from previous attempted contact, the status of the invoice in our system remained "ready to post".
Upon *** ***'s return call to the dealership she was initially routed to our call center, at which point she inquired the status of her vehicle. The call center representative informed the vehicle status was ready to post, typically meaning the technician had finalized paperwork, however requested to transfer *** *** to the service advisor, Chris D***. Chris was unavailable to accept the call, as he wasn't in the office, which resulted in *** *** stating she assumed the vehicle was completed, and ready for pick-up. It remains unclear if *** *** arrived to the dealership with the intention of piher vehicle, or to browse our inventory for vehicle replacement, as she had been in contact with members of our sales staff concerning traoptions. During her visit, *** *** made contact with our sales department, as well as our service deptWhile in the service department she spoke with another Service Advisor that reiterated that the authorized repairs have been completed, however, vehicle was still not in a drivable condition and the technician concluded that further repairs were necessary. *** *** then met with members of our sales staff. While visiting with the sales department, weighing options of travalue, *** *** was unable to find a suitable vehicle as a replacement. *** *** elected to take her vehicle AS-IS. Prior to her reconciliation of the cost of the previously authorized repairs, *** *** attempted to have her vehicle towed awayMembers of our service team informed her that she would need to satisfy payment for the services rendered before vehicle could be released. *** *** agreed to pay and requested a member of our staff draft a statement: "Client states they are not in agreement with charges. *** is requiring payment of $to release carWhen customer arrived at *** dealership, car would not start and had to be towed, and had not been repaired. Client believed they were not fully informed of options to make an informed decision and believes the vehicle to be misdiagnosed." (RefAttached PDF - Page 5)
We sincerely empathize with the unfortunate outcome of *** ***'s vehicle requiring extensive additional repair. We recognize the investment she made towards repairing her vehicle, and the unforeseen nature of the circumstances surrounding the true condition of the engine internally, prior to taking the next steps of repair. However, after review, I believe the representatives of Honda of Chantilly were earnest in intentions, recommendations, and actions during the facilitation of the cited service visitConsidering any ambiguity within the complexity of a detailed technical explanation, it may be likely to perceive compounding repair costs as misdiagnosis. Although, Honda of Chantilly acted in accordance with the manufacturers guidelines for troubleshooting, and also offered several solutions to best accommodate this situation, ultimately we want to ensure our clients satisfaction. In effort to promote a continued relationship with Honda of Chantilly, we would like to offer *** *** a onetime goodwill gesture by providing a store credit of $towards future service, or repairThe active credit would have no expiration date and balance would remain available until all funds are utilizedOur number one goal is to build a long term mutually rewarding relationship, built on trust, with all our clientsWe hope *** *** will accept our offer of continued support in her future automotive service needs

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 tool. Dates start from bottom to top as most recent. You can see all contacts from the the original "lead" submitted up to the LAST two attempted contacts on 10/24/14. On that date, the sales person left a message. On the following day, [redacted] requested to NOT be contacted anymore. As you can see it is duly noted and at that time Mr. T[redacted] (sales person) Removed his number which is company policy. Not 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 10/24/14. 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 dealerships. Please let me know if I can be of any further assistance in this matter. At 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 point.. Thanks Lenny G[redacted], GM Honda Of Chantilly. 
10/25/2014 10:24:36 AM
Note
Completed
don't call
[redacted]
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10/24/2014 11:59:00 AM
Attempted Call00:23
Completed###-###-####
http://www.callmeasurement.com/review_x.cfm?cid=[redacted]
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10/24/2014 11:59:00 AM
Outbound Call01:01
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http://www.callmeasurement.com/review_x.cfm?cid=[redacted]
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10/10/2014 5:48:00 PM
Outbound Call01:04
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http://www.callmeasurement.com/review_x.cfm?cid=[redacted]
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10/4/2014 11:04:00 AM
Outbound Call01:00
Completed###-###-####
http://www.callmeasurement.com/review_x.cfm?cid=[redacted]
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9/30/2014 1:56:00 PM
Outbound Call00:41
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9/26/2014 8:08:00 PM
Outbound Call00:57
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http://www.callmeasurement.com/review_x.cfm?cid=[redacted]
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8/1/2014 2:00:37 PM
ACE Email
Completed
Great choice, lets meet today Honda of Chantilly ([redacted])
[redacted]
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7/30/2014 8:36:20 PM
ACE Email
Completed
Your vehicle request from Honda of Chantilly (11052)
[redacted]
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7/30/2014 3:07:55 PM
ACE Email
Completed
Your vehicle request from Honda of Chantilly ([redacted])
[redacted]
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7/28/2014 12:28:16 PM
Call #2
Completed
(Left Message)
[redacted]
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7/28/2014 12:27:00 PM
Outbound Call01:15
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http://www.callmeasurement.com/review_x.cfm?cid=[redacted]
System
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7/25/2014 4:59:54 PM
Immediate Email
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2014 Honda [redacted] LX
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7/25/2014 2:24:00 PM
Outbound Call02:01
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http://www.callmeasurement.com/review_x.cfm?cid=[redacted]
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7/25/2014 1:51:45 PM
Immediate Call
Completed
[redacted]
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7/25/2014 1:45:34 PM
Auto Response
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[redacted] with Honda of Chantilly
[redacted]
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7/25/2014 1:44:31 PM
Internet Up
Completed
[redacted] Auto Buying: New Customer Inquirylx automatic https://[redacted] recent [redacted] total loss customer most likely replacing their vehicle within 7 days and requested your assistance.
[redacted]
View

[redacted],I spoke to [redacted] on Saturday February 4,2017 regarding his concerns about his last service with us. I let [redacted] know, I would speak to one of our Service Managers and address his concerns. After 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[redacted]. We both informed [redacted] that the services performed had no bearing on his current situation. Having said that, I then offered [redacted] $250 in good will towards the repair of the steering column. [redacted] has used our facility in the past. With that said, we value his business!Greg A[redacted]General Manager

The [redacted]'s are very good friends of mine. This is the second Honda that **. [redacted] has bought from our store. The family over the past 6 years have purchased over 7 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 Father. His number is ###-###-####. [redacted] also has power of attorney for his father. This family is like my own. It will be worked out and everyone happy!Greg A[redacted]

[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 $4600 dollars since 6 months before the payment was processed.Thank you for you help in this regard.
Regards,
[redacted]

From: Greg A[redacted] Date: Wed, Dec 30, 2015 at 10:54 AMSubject: Complaint responsesTo: [redacted]@myRevdex.com.org[redacted], I am responding to the complaint we received. Thank you for your contact yesterday regarding the Dealership. The 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.

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

To whom it may concern:
I apologize for the delayed response! With the Holidays and close of month/year, it has taken me longer to get the result of this issue being resolved. However, we refunded the client the over charge and to my understanding he is happy with the resolution...

at this point. Thank you and I believe at this point we can close this particular complaint. 
Lenny G[redacted]
General Manager

Date: Wed, Aug 2, 2017 at 11:22 AMSubject: [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Good morning [redacted], We have resolved the [redacted] complaint. We traded them out of their car and replaced it with another. Very happy Clients from the trade. Best regards, Greg

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

From: Courtney L[redacted] Date: Tue, Jan 12, 2016 at 10:09 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 questions. Courtney L[redacted]Finance DirectorPohanka Automotive Group###-###-####  Acura###-###-####  Honda of Chantilly