Honda of New Rochelle

Review: I have taken my car to Honda of New Rochelle for service for over a decade, so I have been a long-standing customer of theirs. I brought my car in most recently for an oil change on April **, 2014, and was told that it was time for a bigger service, the C Service, since that had not been done in a long time, so I agreed to that. The charge for the service was $359 plus tax, for a total of $392.84. Three weeks later, on May **, 2014, my car was not drivable -- the engine light was flashing, my car shook and made a horrible noise when I drove it around the corner from my house, and when I turned around and went back home, I immediately smelled smoke as I got out of the car.

The next morning (May **), I had my car towed by AAA to a shop called C&C Automotive Repair Services Inc. After they diagnosed the problem, they said that my car was misfiring and that it needed a tune-up. They also said that if the car had been properly serviced at Honda to begin with three weeks earlier, like I thought it had been, then I would not have had this problem now. On the invoice from Honda, one of the things that was listed that they serviced was "Inspect Dist&Cap&Rotor&Wires." According to C&C Automotive, if Honda had done that, my car would not have been undrivable and in need of repair just three weeks later. (C&C Automotive also said that my car battery was so corroded that it was despicable that Honda had not cleaned it off, and they were shocked about that, as well.)

I called Honda to tell them what had happened and to see what they were going to do about my situation -- if they would fix my car for free or what they would offer. The [redacted], was not in that day, so the [redacted] said I should speak to the service adviser I originally dealt with three weeks earlier. His name is [redacted], and he was "with a customer," so I left a message for him to call me back. That was around 1 p.m. He did not return my call, so after a couple hours, I tried back. I left a total of three messages for him that afternoon, and he never returned any of those calls. I also asked to speak to another [redacted], and she also never called me back.

I called again the following morning on Thursday, May **, and asked to speak to the [redacted], telling the [redacted] that [redacted] never returned the three messages I left for him throughout the day from the day before, so I wanted to speak to him instead. I was told [redacted] would have to call me back, and then 45 minutes later, at around 8:45 a.m., I received a call from [redacted], not [redacted]. He was rude, told me that the AAA station was not giving me accurate info because the parts that they said needed to be fixed were not even on my car. When I told him they were listed on the invoice from Honda as having been inspected three weeks earlier, he realized he was wrong... that I have an older car, so they were there. The way he talked to me was very condescending, and he asked what I wanted from him. I told him I wanted to see what they would do to help me out in this situation, and he said he'd check with his [redacted]) and would call me back. I didn't hear back from him until 6:10 p.m. that evening. In the meantime, since I hadn't heard back from Honda, I told C&C Automotive to fix my car. When [redacted] finally called me back at 6:10, he told me that his [redacted]) said to have the AAA station save the parts that were removed from my car and, that if they still had them, I should bring them in so they could take a look at them. At that late time, I wasn't sure the parts would still be available, but they were, so C&C Automotive gave them to me when I picked up my car the next day. [redacted] told me he was going to be out of the office on Friday but would check in with me at some point during the day to see if I was able to get the parts. He did not call me, and he didn't call me back on Monday. I had to call him to tell him I had the parts.

I brought the parts to Honda Monday afternoon (May **) around 1 p.m., and [redacted] and [redacted] looked at them privately. [redacted] came back to me and said that they could tell from looking at the parts that they were not new and that [redacted] would determine what they would offer me. When I asked what the offer might be, he said that I would probably get refunded the labor fee or given a service credit for a future service. He said he would speak to [redacted], who couldn't talk to me because he was heading into a meeting at that time, and would call me back. Once again, he didn't call me back. I called and left another message, and [redacted] finally returned my call on Wednesday at 1 p.m.

He asked why I was calling, and I said I wanted to know what they were going to do for me. His response was that, if it was all right with me, they'd give me a service credit for $250. I told him that was NOT all right. That I wanted the cost of the entire service (plus tax) refunded to me, plus the cost of the rental car I had to get because of this incident and the cost of the gas I had to put in the rental before returning it. I told him I had no intention of ever bringing my car back there for service after what had just happened to me there, and I didn't want a service credit -- I wanted a check for the total amount. He said he couldn't guarantee anything but would check with the [redacted] and call me back. I did not hear back from him that afternoon, and I never heard back from him the entire next day (Thursday, May **), so I left a message around 4:30 p.m. on Thursday. He didn't call me back yet again, and I didn't hear anything on Friday morning (May **), so I called around 9 a.m.

A week and a half had gone by and nothing had been settled, so I refused to get off the phone until I spoke with either [redacted] or [redacted]. After holding for a long time, I was disconnected. Then [redacted] finally called me back and told me that the only thing [redacted] would agree to was the $250 service credit. I told him that was unacceptable and to put him on the phone. I was very frustrated by this point, and he also was very rude and condescending in his tone with me. He said he offered me the service credit as a good-will gesture because I have been a customer there for a long time, but they would not refund me any money for the service that they supposedly performed originally and that it wasn't his fault that I had to rent a car, so he wasn't paying for that. I asked what the point was of him asking to see the parts from my car that were taken off and replaced by AAA, and he said that he wanted to see them... that they looked old and worn but that that didn't prove that there was a problem with them. He said they did nothing wrong, and if I wanted to sue them or take them to small claims court, then to go ahead and do it. He said I didn't pay for parts, but the invoice I have from Honda said I paid for $120.25 in parts and $238.75 in labor.

My car was not drivable three weeks after I spent almost $400 on service at Honda of New Rochelle, and that is not acceptable. I was told by the AAA station that if Honda had performed the work that they charged me for, my car would not have broken down. Honda of New Rochelle should take responsibility for their unethical and incompetent work practice. Not to mention, their customer service was absolutely abominable, between lack of returned phone calls and the manner in which I was spoken to by the service adviser and [redacted]. More times than not, when I have had service done by Honda of New Rochelle in the past, the service adviser would tell me that I needed certain parts of my car fixed at that time or that something needed to be fixed soon, and they'd give me an estimate of cost. They did not do that here and told me on April ** when I left that my car was in great shape. Yet three weeks later, I was stranded without a car.

I should add that the repair carried out by C & C Automotive Repair Services, Inc. was carried out professionally and that they did fix the problem.Desired Settlement: I would like to be refunded the amount of the entire service, including parts, labor and tax, which totals $392.84, plus the cost of the rental car I had to get while my car was being fixed ($132.99), plus the cost of gas that I had to replace in the rental ($10.01). The total amount I would like back is $535.84. I paid for the original service from Honda and expected it to be done. If the service would have been done properly, as C&C Automotive said it should have been, then my car would not have broken down three weeks later. I would not have been forced to get a rental car, and my time and money would not have been wasted. I think it is only fair that I am reimbursed that amount.

Business

Response:

CUSTOMER REQUESTED CLASS "C" SERVICE WHICH ENTAILS CHECKING PREVIOUS CODES ON HER CURRENT CAR AND ENGINE LIGHT HISTORY. PART OF THE CLASS "C" SERVICE ALSO ENTAILS A VISUAL INSPECTION OF DISTRIBUTOR CAP AND WIRES. AFTER CHECKING THE HISTORY OF THE CAR, ALL CODES CAME UP AS "NO CODES FOUND." HONDA OF NEW ROCHELLE PROCEEDED TO COMPLETE THE CLASS "C" SERVICE. HONDA OF NEW ROCHELLE RELEASED THE CAR ON APRIL [redacted], 2014. THREE WEEKS LATER CUSTOMER CONTACTED THE DEALERSHIP WITH REGARDS TO ENGINE LIGHT ISSUES AND BREAKDOWN OF CAR. HONDA OF NEW ROCHELLEREQUESTED ITEMIZED REPAIR ORDER WITH THE DIAGNOSTIC REPAIR CODES AND THE OLD PARTS. CUSTOMER PRODUCED THE PARTS BUT NOT THE DIAGNOSTIC CODES FROM HER LOCAL MECHANIC. HONDA OF NEW ROCHELLE INFORMED THE CUSTOMER THAT OUR CLASS "C" SERVICE WILL NOT PRECLUDE HER 14 YEAR OLD CAR WITH 147K MILES FROM HAVING ANY FUTURE MECHANICAL BREAKDOWNS. THE DEALERSHIP DID OFFER HER A $250.OO GOODWILL SERVICE CREDIT BUT CUSTOMER DECLINED. WE ARE STILL OPEN TO OFFERING HER THE $250.00 GOODWILL SERVICE AND APOLOGISE FOR ANY HARDSHIP SHE HAS EXPERIENCED.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Honda of New Rochelle's response to my complaint just proves to me how unethical they are, as they never "requested itemized repair order with the diagnostic repair codes," and that seems to be an excuse they are using here. They only asked me to bring in the old parts, which I did. And after service adviser [redacted] and [redacted] looked at the parts, [redacted] told me that they could tell that they were old and that he would call me back with an offer of settlement after he spoke to [redacted] further. And, by the way, without Honda asking, I DID bring in a copy of the paperwork from C&C Automotive Repair, which includes an itemized list of the repair work they did, so they had a copy of that. [redacted] made a copy of the paperwork, which also included my bill for the rental car that I was forced to get while my car was being repaired. (And, again, C&C Automotive told me that if Honda of New Rochelle originally had done the service to my car that I had paid for, then my car would not have broken down three weeks later. I would not have had to pay to get my car fixed by C&C Automotive or to get a rental car.)

I do not want a $250 service credit from Honda of New Rochelle because I will never bring my car back there for service. I would like a check from them, as I originally requested, for the work that I was told was done but clearly was not, plus the added expense I was forced to pay for the rental car and gas for the rental. That is only fair.

Again, I would like to be refunded the amount of the C Service, including parts, labor and tax, which totals $392.84, plus the cost of the rental car I had to get while my car was being fixed ($132.99), plus the cost of gas that I had to replace in the rental ($10.01). The total amount I would like back is $535.84.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a used vehicle on June **, 2014. Was told it came with a warranty. Irresponsibly, I signed the contract not noticing that I was being charged $2300 for this warranty. I realized when I got home and immediately went back, spoke with the [redacted] who assured me the warranty would be cancelled immediately and the money would be refunded off my loan in 2 weeks. One month later, the warranty still hadn't been cancelled. I spoke with [redacted] again who didn't even remember me or the situation and again promised to handle it right away. Finally on August **, 2014 a check was issued to Honda from the warranty company. Honda was then supposed to forward that payment to my lien holder [redacted]. It is now October *, 2014 and my lien holder still has not received this payment. In the meantime, I am paying interest on a higher financed amount because this company is being negligent. I have tried countless times to contact them. I have received no help. This is my last resort.Desired Settlement: I want this payment deducted from my auto loan immediately. I have been paying interest on an extra $2300 for almost 4 months now.

Business

Response:

[redacted] was contracted by our Used Car [redacted] were we have refunded the full balance that was due to her but also prorated the interested paid. We also added a free service for the inconvience.

Consumer

Response:

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

Sincerely,

Review: We bought cash 2008 crv in July **, 2015, Honda of new Rochelle doesn't want to give us title and plates, we been calling them every day the inept managers Joe, Juan and Thomas are the worst deceiver ever.Desired Settlement: We don't want any business with them we want our money back with includes the cash we paid and others fees.

Business

Response:

Customer was supposed to do an emission inspection as per Conn. State to complete her registration on car. Our managers called her numerous time to provide us the proper info but haven't heard back until recently. The other two mitigating circumstance was her insurance was in lapse and Conn. State DMV upgraded there software which caused major delay in there registration process. We have in the meantime resolved all issues with the customer. Honda of New Rochelle had to hire an outside company to expedite the registration and her plates.

Review: The dealership pushes specific warranty at the time of sale. When we purchased our vechile, we were persuaded to purchase a tire warranty and a paint, dent warranty. We did purchase said warranty for $5,000 extra and no company that hold the warranty refuses to do any paint or dent repair. I believe the dealership should not push items they know very well most consumers can't afford and that they company is just going to five you a hard time to try to use. Very disappointed.Desired Settlement: I would like the warranty to be honored and the car be painted and small dents fixed. I personally don't care if Honda or the Warranty Company does it. But, someone should do what they said I would get once I paid for it.

Consumer

Response:

At this time, I have not been contacted by Honda of New Rochelle regarding complaint ID [redacted].

Sincerely,

Review: HONDA New Rochelle claims they will match any competition prices. After our first visit and disagreement about the price, we received an e-mail and calls from a manager, Mr. [redacted] My wife called him and agreed on a pre-tax price of US$ 20,830 for a HONDA ACCORD LX 2014. This was based on the fact that we did have another firm legitimate offer from another dealer. My wife spoke to Mr. [redacted]and reconfirmed the price for that specific model and year, beyond any doubt . She also spoke to Mr. [redacted], another manager. They consulted somebody and agreed to the pre-tax price of US$ 20,830. We went to the Bank and obtained a cashier's check made out to HONDA NEW ROCHELLE, to buy the car. As mentioned above, we also had with us a copy of the e-mail from another dealer with a legitmate offer of US$ 20,830 that both Mr. [redacted]and Mr. [redacted] said they would match without a problem. When we arrived at HONDA New Rochelle we were received by the salesperson, Mr. [redacted]. We spent at least 30 minutes going through all details, filling a form and signing it. Then Mr. [redacted] called somebody and started to ask questions whether that offer was related to a 2013 model or a 2014 model. Detail: Mr. [redacted] himself had given us a price for the 2013 model which was US$ 20,300, so he KNEW the 2013 model was of course much cheaper. There was NO CHANCE of such misunderstanding. Then another manager, [redacted]n, came and simply said that we could NOT buy the car at that price, he said he would give us a discount of US$ 150, but his price was still some US$ 200 above what had been agreed. After spending a long time in negotiations, going to Banks, getting the check, etc...my wife and I felt outraged at this dishonet business practice, which sounds like a cheap trick to retain custommers.Desired Settlement: HONDA New Rochelle should honour the price they gave us.

Business

Response:

To Whom It May Concern,

Honda of New Rochelle would like to inform the Revdex.com that complaint# [redacted] by Mr. [redacted] has been adressed by the dealership resulting in an mutual and amneable resolution for both parties.

As stated by Mr. [redacted] via an email sent to the Revdex.com on 10/**/13, there was a misunderstanding by both parties in terms of the vehicle Mr. [redacted] was looking to purchase. Honda of New Rochelle provided Mr. [redacted] with a price for a 2013 model while in actuality, he was interested in purchasing a 2014 model. It was an honest mistake and something Mr. [redacted] acknowledged and accepted the apologies on behalf of the dealership for the mistake. To express our sincere apologies for the error, Honda of New Rochelle went ahead and discounted the pricing of the 2014 even further to which Mr. [redacted] appreciated and resulted in him purchasing the vehicle the following morning after he filed the complaint. Furthermore, Honda of New Rochelle went ahead and also provided Mr. [redacted] with 3 complimentary services thru our service department at no additional charge.

As a result, this complaint has been resolved mutually and amicably and as a testament to Honda of New Rochelle's commitment to excellent customer service before, during and after the sale. Please feel free to contact myself or [redacted] with any questions or comments.

Thank you

Review: Employees called me to set up an appointment to pick up and finish paperwork for my new Honda accord on 3/**/15 at 5 p.m. I was there on time and was told to wait. One hour later, not one of their employees came to speak to me. I asked to speak to a manager. He told me my car was not even there yet and I have to wait some more. 30 minutes later a female employee handed us keys for the car and told us to go to their service department, find the car, and park it in front of the sales department, until the paperwork is completed. We did that. After that I was able to sit with their finance person to sign some of the paperwork. A little after 8 p.m., more than 3 hours after my scheduled appointment, a salesman, who was ignoring me for all this time, finally came to introduce himself. He told me that my license plates will be replaced. However, I requested to use my old plates. He did not have a reason for not using my old plates. As he was doing my paperwork, his cell phone kept ringing and he kept focusing on it. He told me that it's his [redacted] girlfriend, who needs help reading. While he was looking at his phone, I asked if my old license plates will be returned to dmv by the dealership. I asked that because, in my experience, some dealerships perform that service for their customers. He said, "Yeah, yeah", while still focusing on his phone. After the paperwork was completed, he placed the back license plate on my new car, but not the front one. He told me that there was no bracket in the front for the license plate, so I have to return another day. It took me 4 subsequent visits to this dealership to have a license plate attached. They always had an excuse why they couldn't do it that day. After the salesman attached the back plate, he was going to just walk away. I called him back to explain how to use car features. He only explained how to use the lights. Then he told us to read the manual and left. It was dark, almost 9 p.m., I had 2 little kids in the car, and I had to sit there with the manual trying to figure out how to use this car. After driving awar, my brand new car died. We realized that the battery cap kept falling off. The next day, I had to cancel my overtime at work, so I could go to the service department and have it fixed. The car died 3 days later again. I had to be 1.5 hours late for work waiting for road side assistance to jump start the car. We took it to service again. They said that everything was fine and unless it happens again they will not do anything. 2 weeks later I came to the dealership in an attempt to place my license plate. It was my 3rd visit for that reason. The salesman told me that I have to come back, when it's early. Then he handed me my old license plates, which were sitting on top of the desk, and told me that I'm responsible for returning them. I asked him why no one called me earlier about this. He had no answer. I had to cancel my overtime again and loose another $350 in income to come into the dealership early in a.m. and to go to dmv. When I spoke to the manager, he told me that he will not be responsible for anything unless he was physically there when it happened. He also did not give me an answer on why my old plates were not transfered on a new car. After I left a negative review, the owner of this business commented saying that he wants to make thing right. He wanted me to email him. I emailed him, but received no response.Desired Settlement: Explanation of why my old license plates were not transfered on a new car. If there was an error, I need a refund for the charges for new plates. $75 for extending my insurance for 2 extra weeks, because I was misinformed. $700 in lost wages, for taking time to fix the problem with the battery and have front license plate bracket attached.

Consumer

Response:

At this time, I have not been contacted by Honda of New Rochelle regarding complaint ID [redacted].Sincerely,[redacted]