Honda of Chantilly

[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 satisfactory to me. 
Regards,
[redacted]
Mr. G[redacted]-
When
I came to the dealership to meet this evening, I was disappointed to
find that your sales team was continuing to play the same games as last
night; however, while I feel it was intentional last night, today I feel
the issue is that Chris was not provided all the accurate and relevant
information or a correct timeline of events.
Between my
arrival yesterday and my departure today my trade-in was valued at 12k,
(then broken by your staff), then 6k, then 8k, then 9k, then 11k.
Between
my arrival yesterday and my departure today my interest rate offered
went from 15% to 18%, even though my current interest rate is 10.5%.
Between my arrival yesterday and my departure today my estimated payments went from 500 to 561 to 650 to 580.
The
problem is, nothing actually changed from Friday when I made the deal
with Tyler until this present moment (other than a minor breakage and
subsequent repair, all at your dealership). My credit information had
been received. All information about my car had been received. Nothing
changed, other than your dealership trying to take advantage of a woman
on her own.
I appreciate that you took care of 100% of the
repair work for the damage caused by your dealership, even though even
that required me to show the service staff your email.
I hope in the future your staff has a more honest and ethical approach to business.
Despite
the disgusting nature of the business practices I have endured over the
past two days, I will update my Revdex.com complaint to state that the issue
is resolved as you did meet one of the two possible solutions I
presented in my request related to the complaint.
Best Regards,[redacted]

To whom it may concern:
We want to first apologize for the issue itself and any confusion with this matter. It was certainly an accident that occurred and in no way did we intend to make this a difficult situation. Again we are sincerely sorry for all the time and trouble it has...

caused!
Essentially the keys were lost on accident by the used car manager that appraised the vehicle. He must have had them on him when appraising another clients vehicle. Which in the end was the reason it took so long to both figure out and rectify. We had to call all the individuals that were in that day and have them look in their vehicles for the keys and get back to us. This was close to ten individuals and with schedules and work week starting, you can only imagine how hard it was to both get a hold of the people and have them inspect their vehicle, then get back to us. So, this was the largest delay in getting back to the client. 
They were found in one of the cars, obviously unknown by them they were there, so I do not believe there was any danger of theft etc.. They would not have know where the car was and which car it was to if they had found them before our search. Anyway, this should have been explained and I believe it was embarrassing to the individual and likely the reason not to go into detail. In any event, I believe the car was intact and no real damage done other than the time and poor communication.
Please let us know what else we may do to restore your faith as I believe it was a simple mistake anyone could have made and we are sorry it was handled poorly by the individuals whom you dealt with. I am open to suggestions and happy to assist in any way I might to restore the relationship? 
Lenny G[redacted]
General Manager

I am rejecting this response because:
My car was first towed to ‘[redacted]’ for repair. Their mechanics recommend that the car be taken to a Honda dealership. My car was then towed to Chantilly Honda. The report from ‘[redacted]’ was sent to Chantilly Honda and it stated that my car’s rocker arm system was stuck. This should have been a clue to Chantilly Honda that something was possibly wrong with the intake and/or exhaust valve system. We 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 damaged. However, Honda Chantilly claimed that only the timing chain, guides and tensioner needed to be replaced. Upon a more complete diagnosis it would have been determined that the intake/exhaust valves had been bent. When I was informed that the total repair cost was $1138.00 and that the car was fixed and ready for pick up, I was willing to pay that amount. I had every expectation that the car was fixed as informed and I was not interested in browsing for another car. With regards to the oil being low, as stated in my earlier email response, I always made sure that the oil was replaced regularly. I have records to verify this fact. I am very conscientious about my car’s maintenance.
If my options were disclosed to me I would never have selected to pay $1138.00 for a car that was not fixed plus purchase a new car. Again, It is not reasonable that I pay for something that WAS NOT FIXED after being told that it was fixed and ready for pick up. It 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 again. Although, 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 dealership. If this is not possible, I should be reimburse for the amount of $569.00.

Here is what I sent [redacted] just 5 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 night. Either 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 reason. We 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 issue. In these
cases, unfortunately as described earlier, we treat all clients with respect
and if they qualify for best terms, as opposed to assuming anything less. We
don’t ever want to assume the latter. I 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 area. I 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 vehicle. The appraiser thought it was a top of line model, when in
actuality it was not. Now 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 that. So, 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 fraud. Our 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 trade. Not great timing, but actually good considering
the travels you had most recently. The 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 draining. So, although I believe you feel we did this, their
investigation will only validate what we most certainly did not do in this
case. Rest assured we will give them all the cooperation they desire. We value
you our reputation as one of the longest standing family owned dealership
groups in the market ([redacted] est. 1919). I myself have been with the
organization for 26 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 faith. I will not charge you at all if we
do business together now. In fact, if you trade the vehicle with us after the
repair, I will honor for 7 days the trade value given to you last night PLUS
$500 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 transaction. Please let
me know if we can meet and discuss this further. I will be happy to deal with
you directly on all matters.
Sincerely,
Lenny G[redacted]
Executive Manager
[redacted]
###-###-####
"NOT OVER!" WAYFO………!

The Client travelled a distance for the price. They had left me a message and I returned their call. Unfortunately they had to use another Honda dealership since their [redacted] had broke down. I told the Client that I would call the other Honda dealership to get an explanation of repairs...

needed. The [redacted] needs a new engine which is covered under the factory warranty. It is unfortunate this happened so soon after purchase, that is the purpose of the factory warranty. Honda will not replace their [redacted] with a new one, and the Honda dealership where the new engine will be installed will carry the same factory warranty as day one. I explained this to the Clients and they would have to speak to the other Honda dealership regarding time of completion. This is the purpose of a new car warranty. Things do happen to new vehicles, the great thing is Honda stands behind the product.

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.

We came to this dealership from out of state to see a specific used car. We made an appointment for a test-drive at 9:00am on 11/28/2016. 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 2.5 hours to see the right car, and in the end it turned out that the car would need a lot of work. It was not worth half of what it was listed for - will soon need a new air compressor and a new transmission. Lots of cosmetic defects too.
The biggest issue was that we had to wait for so long when we had made an appointment. They people there were doing their best to help us out, but I can't help but think that the dealership could have been more prepared. It 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 treatment. I just thought the Revdex.com here and you should understand the full situation. I felt that it was not explained to you in terms of why and what happened. I 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 chances. Thanks for the feedback and I again apologize for the situation even occurring to begin with.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This is in response to Mr. G[redacted]’ assessment of the matter concerning repair done on my car. First of all, Mr. G[redacted]’s claim that my car suffered from years of neglect is without basis. I have records proving that I have been dutifully maintaining my engine through regular oil changes. If a more thorough diagnosis had been performed initially, then the technician could have determined that the intake and exhaust valves had been damaged. I have been advised by other mechanics that it is common that a broken timing belt is accompanied with bent valves. These 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 it. When 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 fixed. The car still was not drivable. If I had been told this at first I would have gladly traded it in for a new car because the repair cost was too costly. When 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 decision. Not 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 paid. I paid $1138.00 for a car that was not repaired and had to be towed off the your lot.

We have contacted the client on January 23, 2017. He will bring his Honda in for us to look at the repairs and move forward with them. Client is happy that we have been in touch and are concerned with his situation.

Review: On Friday September 5th, I purchased a new vehicle at Honda of Chantilly. Early on in the process I was considering trading in my current vehicle at the time (2013 Hyundai [redacted]), and I gave my keys to the salesman who in return gave the keys to the sales car manager to appraise the car. After reviewing the trade-in value I decided to not include my [redacted] as part of the final deal. After signing all the paperwork for the new Acura I purchased from the dealership, I asked for the keys to my [redacted] which was never returned to me. At the end of the night I was informed my keys could not be found. I was promised that I would be called the next morning (Saturday morning) about my keys. On Saturday I did not receive any follow-up calls until Sunday when I reached out to the dealership and spoke to my salesman. I was told that the location of the keys was unknown but that I would receive a follow-up call later that day. I never received a follow-up call on Sunday. On Monday, after becoming really frustrated with this non-resposive process, I sent a direct message online to the General Manager of the dealership and explained the situation and hoping for a resolution. Later that day I received a call from Antimo B[redacted], a sales manager, asking me which car I was inquiring about. I told him over the phone and I was not inquiring about a car, I was simply attempting to contact the GM of the dealership in order to resolve the problem of my missing key. He researched the situation and informed me that another customer had taken my keys on the Friday I was in the dealership. I responded to him that a dealership allowing another customer to take my car keys was simply unacceptable but he was unapologetic and apathetic. At this point (on Monday evening) the keys still had not been returned to the dealership and were still with the customer. I called the dealership to follow-up on Tuesday morning, and I was told the keys had been returned. When I arrived on Tuesday to pick up the keys, and I simply asked Antimo B[redacted] why another customer kept my keys for at least four days without returning the keys or the dealership tracking own my keys earlier. At this point, Antimo become very confrontational and stood up from his chair an begun to yell at my mother in front of other employees at the dealership. At that point I told my mother we should leave because of how inappropriate the behavior was of this employee. As a car dealership, I believe allowing another customer to take another persons keys is unprofessional and reckless, and in return I wasn't even given an apology but only received rude and inappropriate yelling when picking up my keys. Also the fact that the keys to my vehicle, which contained personal items such as my government ID and etc., was in the possession of a stranger to me who could have accessed my vehicle at any time between Friday and Tuesday is inexcusable and negligent behavior by a car dealership.Desired Settlement: This experience has made me never want to conduct any business transactions with Honda of Chantilly in the future. I would like an explanation from the General Manager AND an apology from the sales manager Antimo B[redacted] for his inappropriate behavior.

Business

Response:

To whom it may concern:

Review: On Monday, December 22, 2014, my wife, [redacted], brought our Honda [redacted] 2011 to Honda of Chantilly for oil change and air filter replacement. We had a coupon from Honda of Chantilly which offered the oil change for $29.95 or $39.95 if Synthetic 0-20W is used. The coupon also specified that Express Oil Service includes replacement of engine oil (up to 5 qts), install new oil filter, check all fluid level and free multipoint inspection. Even though my wife resented the coupon of oil change before the service started, Mr. Farvez C[redacted] gave my wife an estimate of $61.13 for oil change and $28.50 for air filter. When my wife checked out, Honda of Chantilly charged her $120.71 for these 2 services.When my wife went home, I reviewed the invoice and completely disagree with the charges. If Honda of Chantilly observed its own coupon, my wife should be charged $39.95 plus tax for oil change, if synthetic 0-20W was used, and $28.50 for air filter. Total amount should be approximately $68.45 instead of $120.71.I called Honda of Chantilly several times, and finally I talked with a service advisor. I believe his name is Farvez C[redacted]. He indicated that everything was clearly explained on the invoice and no questions should be asked. He refused to explain why my wife had to pay $65.80 for parts which include only one oil filter and one air filter. If I bought those 2 from any Honda dealership, it would not cost me more than $15. In addition, oil filter should be included in the price for oil change of $39.95. I see no reason why Honda of Chantilly charged my wife twice for the oil filter twice and at a rip off price, $65.80 for an oil filter and one air filter.I emailed the Service Director, Mr. Jame M[redacted], and required that Honda of Chantilly refund us $52.26. However, no one from Honda of Chantilly has addressed my request as of this point. It is not reasonable to charge the oil filter and air filter for $ 65.80 and the labor for $66.83 while the oil filter was included in the total price of $39.95 as advertised on Honda of Chantilly.I hereby require Honda of Chantilly refund to us $52.26. We are supposed to pay $39.95 for oil change plus tax and $28.50 for air filter as estimated.Desired Settlement: The difference between $120.71 and the real cost

Business

Response:

To whom it may concern:

Review: I obtained an online price quote for a vehicle via [redacted].com. One of their online sales reps contacted us back and negotiated a deal slightly below their own listed [redacted] price. He also mentioned that the processing fees would be waived. We traveled out of state to the dealership (MD-VA).

When we arrived at the dealer, the rep we spoke with wasn’t available, so they gave us another rep, who was polite but not very experienced. We went ahead with a test drive around the block. When we returned, I made a decision and we went back inside to start the paperwork.

After filling out numerous forms, including online credit check, we waited in the showroom for over 3 hours. The rep would constantly pass by and say, “just a minute” every 30 minutes or so. When we were getting anxious, as it was late and nearly closing time, we asked them what the hold up was.

One of the managers, Rob F[redacted], immediately grabbed a manila folder from his desk, as if it was sitting there the whole time. Only then did he come over and explain the situation. Now, they bother to inquire about having a co-signor. So then we have to go through another credit application for the co-signor. This takes another half hour to ‘process’ before we even see a finance manager. At this point, the final price has bloated well beyond the originally quoted price over the phone. After four hours wasted, they do not even honor what was agreed upon.

The bigger issue, however, is the mistreatment by the management and staff, who are extremely rude, prejudiced, and condescending. They are completely unprofessional. The finance manager stormed off in the middle of an argument with the sales manager.

After I left, we thought that was the end of it. But they have since continued harassing me, and illegally posting my phone number on various websites and services. First, with [redacted] itself, they posted fraudulent quote inquiries using a fake name and my personal cell phone number.

I had to contact [redacted] to remove my number from their database so that no other dealers could call me. Now, I’m receiving constant calls from random businesses, which I’ve had to contact back to ask them to remove my number from their call lists. I know it’s coming from this company because I do not give that number out anywhere else. I am contacting my local authorities to file an identify theft complaint against them.

I have never seen a ‘business’ operate the way this so-called one has. They should not be in a consumer-driven industry.Desired Settlement: Revoke their Revdex.com accreditation. They should also cease and desist from harassing me any further, including contacting me, posting my personal cell phone number on websites, etc. Any further attempts will be deemed as identity theft, and treated accordingly.

Consumer

Response:

From: [redacted]<[redacted]>Date: Fri, Dec 12, 2014 at 4:21 PMSubject: Please Re-ReviewTo: [email protected] recently submitted a complaint (#:[redacted]), but it was immediately closed for 'beyond purview'.

Review: I brought my car to be seviced at this particular location and I was told that my car only needed a timing belt. I was notified that my car was ready and I was told that it was prepared for pick up. I then recieved another call stating that the car is not fixed, but that I would need a new engine. The car was no longer in running condition. In addition, the car was in the same state as it was when the car was dropped off to be service. I decided that the car was not worth installing a new engine. However, I was required to pay 1138 for a car that no longer works.Desired Settlement: I believe that I should pay the diagnosing fee, but that I do not owe money for services that were originally misdiagnosed. I was not givena all of my options prior to the original diagnosis.

Business

Response:

To whom it may concern:

Review: On November 7, 2014 I made a deal, via email, with Tyler S[redacted] (a sales agent at Honda Chantilly) to purchase a new 2014 Honda [redacted], and trade-in my 2010 [redacted].

On November 10, 2014 I arrived to sign the paperwork and exchange vehicles. The trade-in offer was 12,000 (which left 2,500 in negative equity which I was rolling into the new loan).

I rejected his initial offer, because it included a down-payment I did not agree to in our initial deal on 11/7/14. He then left the sales cubicle and returned about 15 minutes later, stating that my car was "smoking." He was laughing as he told me, so I thought he was kidding. He said he was serious, and I went and looked, and smoke was coming out from the hood.

The service department looked at the van and stated that a plastic clamp which connects the heating and cooling hoses was "cracked."

The sales representative then made me three more "offers," all of which were lowering the trade-in value by 4000-6000. I rejected all deals.

I was then told that I would have to pay them $280 to repair the damage, because my car was now unable to be driven.

Other information:

1. My car was in the shop for an oil change on 11/8, there were no issues identified.

2. The temperature on 11/10 at 4pm (time of incident) was approx 62 degrees outside, so requiring neither heat or air conditioning.

3. I had driven the car to Pennsylvania (250 miles) on Saturday, and back on Sunday, all without incident.

4. I had driven the car to and from work, and to the dealership, on 11/10, all without incident.

5. The very first sign of any trouble was when my keys were left with the dealer while I was inside going over the paperwork.Desired Settlement: I want the dealership to either

a) repair what they broke (which needs to be immediate), or

b) refund what it costs for me to repair what they broke.

I also want an apology for treating me in such a manner. It is clear to me this situation is the result of taking advantage of a woman going to buy a car alone, a practice I did not know still existed in 2014.

Business

Response:

Here is what I sent [redacted] just 5 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 night. Either 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 reason. We 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 issue. In these

cases, unfortunately as described earlier, we treat all clients with respect

and if they qualify for best terms, as opposed to assuming anything less. We

don’t ever want to assume the latter. I 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 area. I 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 vehicle. The appraiser thought it was a top of line model, when in

actuality it was not. Now 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 that. So, 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 fraud. Our 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 trade. Not great timing, but actually good considering

the travels you had most recently. The 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 draining. So, although I believe you feel we did this, their

investigation will only validate what we most certainly did not do in this

case. Rest assured we will give them all the cooperation they desire. We value

you our reputation as one of the longest standing family owned dealership

groups in the market ([redacted] est. 1919). I myself have been with the

organization for 26 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 faith. I will not charge you at all if we

do business together now. In fact, if you trade the vehicle with us after the

repair, I will honor for 7 days the trade value given to you last night PLUS

$500 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 transaction. Please let

me know if we can meet and discuss this further. I will be happy to deal with

you directly on all matters.

Sincerely,

Lenny G[redacted]

Executive Manager

###-###-####

"NOT OVER!" WAYFO………!

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Mr. G[redacted]-