Honda of Superstition Springs

September 30, 2015RE: Dispute ID # [redacted]  Attention: Dispute Resolution ConsultantDear Sir orMadam:On Monday September 28th Honda Of SuperstitionSprings was contacted by Mr. [redacted] and made aware that he was unhappy withthe...

Honda Accord he had purchased in May of 2015. As a dealership we takecustomer service very seriously and instantly invited him into the dealershipto review his concerns and to see what we could do to help. As stated in hisletter, he came to the dealership Monday. In reviewing the original paperworkwe found that Mr. [redacted] purchased his 2015 Accord for $24,467.00. We offered topurchase his Accord for $22,500.00, which is within $73.00 dollars of “Retail”Kelley Blue Book. Any warranties etc were agreed to be cancelled and refunded aswell. Today we will still honor the offer of $22,500.00 topurchase the 2015 Accord. We will also cancel and refund 100% of the extended warranty,alarm, and paint protector in an effort to try and help Mr. [redacted] accomplishhis goal of purchasing a 2016 Honda Accord. Our Director of the InternetDepartment has already left a message with Mr. [redacted] and is awaiting his callback. Sincerely,[redacted]General Manager

Good morning,We were made aware of this situation last night via e-mail. We were able to reach out to Mr. [redacted] last night and apologize for this situation and were able to come to a resolution. Our General Manager [redacted] has already followed up this morning with a phone call to...

Mr. [redacted] to let him know that all of the parts have arrived and to set up an appointment for installation. Additionally, with the information Mr. [redacted] provided we were able to locate the phone that his calls were being routed to through our phone system and eliminate that problem. If there are any further issues or questions please reach out to our General Manager [redacted] at ###-###-####.Thank you,Honda Of Superstition Springs

First of all I have spent nearly 2 months making time to take my brand new car to this dealership for hours and/or leaving it and driving a courtesy car with a huge cracked windshield, for several days and I am not going to return-I am thru wasting my time there and I don't trust the care my car would receive.
 
Also, you want me to sit down with a "specialist" and go over things?  I would like to know where this specialist was the 2 months that I was taking my car there? Was one of these "specialist" the mechanic that told me, "I'd just use my cellphone, its' better?". 
The fact that I put in the name of a business and press nearest location and it shows me something in W. Virginia or Canada AND doesn't give any AZ locations-should be of concern to HONDA-so much so that they would extensively investigate this with the makers of the navigation unit and contact me when they have an answer.

I would love to say, yes, I will negotiate again with this dealership by discussing the matter further.  But this is not the case.  I do not trust that we will resolve this issue by talking again.  We have talked with [redacted] on 3 occasions and he continued to say we did not know what we were talking about and he was unwilling to negotiate a deal.  When we met with him and his financial manager, [redacted], they did not offer a resolution other than insisting that we owed another $7000 to settle.  [redacted] did most of the talking and aggresively over talked us and told us the deal was sound.  We have reached out to Revdex.com to assist with this dealership's refusal to accept any responsibility in this blatant Case of Elder Exploitation.  If the dealership states that they will work with our demands, then yes I will speak with them again.  But if they continue to refuse any responsibility, I do not see that we will have a fair resolution.

To whom it may concern:Honda of Superstition Springs has received this Revdex.com complaint ID#: [redacted] and we have investigated the matter.  It should be noted that the purchaser we have on file for this vehicle is [redacted] not [redacted].  For the purposes of this...

response we will treat them as the same person.Mr. [redacted] did purchase a vehicle under  Arizona Implied Warranties.  The Mazda in question Vin# [redacted] did go through an inspection process that encompassed a battery test at time of inspection 12/13/13.To the best of our knowledge, Mr. [redacted] returned to the dealership only after purchasing this new battery.  Honda of Superstition Springs was never afforded the opportunity to test the battery.  On his own, Mr. [redacted] purchased a battery at retail price before giving us the opportunity to come to our own conclusion regarding the fitness for chargeability or the possibility of replacement.We were also made aware of the ignition interlock devise in the vehicle which Mr. [redacted] admitted was mandated by the state of Arizona.  While this is true; dealership personnel have no reference point or knowledge as to the implications that the proper or improper installation of this device could have on a vehicle.   It would not be prudent on our behalf to diagnose an issue that may or may not have been caused by an ancillary device installed and was not a standard OEM component (regardless if state mandated or not). If the device is removed, Honda of Superstition Springs offers a complimentary inspection of the vehicle and will attempt to diagnose the issue.   Honda of Superstition Springs will not offer assistance with removal, installation or carry out any function that could possibly implicate the dealership with the failure or fitness of this device.Good Will Gesture:  While our first inclination would be to offer Mr. [redacted] a refund of what we would pay for the battery which was installed in his vehicle; we will offer the following.  We will refund the price that Mr. [redacted]  paid for his battery including applicable taxes provided that he can provide us a receipt  for the new battery  with dates matching what he indicated to the Revdex.com.Honda of Superstition Springs appreciates our relationship with the Revdex.com and our customers at large.  We make this onetime good will gesture of a refund of a battery purchased at O’reillys out of good faith which in no way is an admission of any wrong doing on the part of Honda of Superstition Springs.  Further, Honda of Superstition Springs makes no warranties, for the performance of a battery that was not installed by us.  Mr. [redacted] will have two weeks from the date of this response to decide if he would like to accept this good will offer.  Should he accept the offer he would have to show the battery receipt.  At that time we will issue and send him a check for the correct amount listed on the receipt.  Once this has completed both parties will consider this matter closed.Respectfully Submitted,Honda of Superstition Springs

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Revdex.com

4428 N. 12th...

Street, Phoenix 85014-4585

RE: Complaint #10141193 

Dear Sir or Madam:

In response to a complaint filed by our customer Mr. [redacted] with your office. 

Mr. [redacted] purchased a 2010 Insight from Honda of Superstition Springs on 12/23/2011.

As often is the case, Mr. [redacted] negotiated the purchase price of the vehicle. Mr. [redacted] has received all items that were promised to him at time of sale. On 12/27/2011 Mr. [redacted] had returned to the dealership with a third party due bill allowing him an aftermarket product of his choice. Mr. [redacted] had elected to have a clear bra applied to his preowned 2010 Insight, the clear bra carried no warranty or guarantee. 

Mr. [redacted] returned to the dealership on 1/4/2012 in hopes of having existing scratches repaired under the clear bra. Honda of Superstition Springs on 1/4/2012 had authorized a one time good will repair on the bumper of a 2010 Insight which required the removal and reinstallation of the clear bra. Upon completion of the repairs on 1/5/2012 Mr. [redacted] had taken possession of the 2010 Insight indicating satisfaction with removal, repaint and reapplication of clear bra as a one time good will gesture. 

On 7/15/2014 Mr. [redacted] had returned to the dealership asking for assistance for discoloration between the factory paint and the aftermarket paint that was applied to the 2010 Insight at the time of scratch repair on 1/5/2012. Mr. [redacted] was advised by [redacted] that because of the time between the repair and the request for assistance for discoloration exceeded more than 2 years, he would need some time to research this situation. Upon research of the situation, Honda of Superstition Springs has determined the following:

It continues to be our policy to have the highest level of customer satisfaction. Ultimately a successful business boils down to successful relationships.  In order to make this customer happy, Honda of Superstition Springs will offer the following:

A one time good will check for the amount of $250.00 payable to Mr. [redacted].  Mr. [redacted] may elect to keep this money or apply it towards a repair suitable to him. Our fear in this case is that to complete the repairs that Mr. [redacted] is requesting will never be sufficient enough to please Mr. [redacted].

Upon Mr. [redacted] acknowledgment with the Revdex.com that this is an acceptable resolution Mr. [redacted] within 5 business days will be allowed to pickup the resolution check at Honda of Superstition Springs.

In our opinion, we have gone above and beyond to satisfy Mr. [redacted]. This will be our final and only offer towards the resolution of Complaint #10141193 and Honda of Superstition Springs will consider this matter closed.

Should you have any further questions regarding this matter, please let me know,

Respectfully,

General Manager

Honda of Superstition Springs

VIN: [redacted]Complaint ID#[redacted] It is our position that there was a miscommunication between our service advisor [redacted] and the owner. While we believe in our position that we did contact the customer for authorization at a specific time it remains the customer’s...

position that we did not. We are at an impasse. We regret any misunderstanding surrounding this matter. In an effort to resolve this matter and preserve customer satisfaction Honda of Superstition Springs agrees to pay $299.95 for the above referenced vehicle. This reimbursement is being done solely and strictly in the interest of customer satisfaction one time only. By agreeing to pay for the repairs Honda of Superstition Springs admits no wrong doing in this matter and this action is not an admission of guilt or responsibility in the matter brought by Mr. [redacted]. By acceptance of this goodwill offer Mr. [redacted] agrees to hold Honda of Superstition Springs harmless for any past, present and future claims in this matter. Honda of Superstition Springs is not responsible for any further loss monetary or personal in the ownership of above vehicle. Please advise of your acceptance of this offer so that we may process your reimbursement.

Two routine repairs in the last few months have proven that not all dealers provide the same level of service. SS Honda has been so good they have swayed me away from my other dealer of 15 years, which sadly has become too "old-school" and slow.

I tried SS Honda when my battery failed without notice (is there ever a notice when it comes to batteries?), and they had me in and out in less than 30 minutes, even though I didn't have an appointment. Today I was at my old dealer waiting for over an hour for them to even bring my car into the shop, and that was with an advance appointment. Remembering the great work I had recently received at SS Honda on my battery, I called them and asked if they had time for an oil change. Tommy said come on down and we'll have it done in 45 minutes or less. Since I had already waited over an hour with an appt at the other Honda dealer, I figured I'd give SS Honda a shot. Sure enough, they had me in-n-out in less than 20 minutes, including doing the paperwork. These guys have the service down, and have easily earned my repeat business. Thank you, Tommy and SS Honda, for your exceptional service.

I have spoken to [redacted] and we have an appointment on October 24th to meet in person to try and correctly program the GPS system. If we are unable to correctly program the GPS we will come to some kind of resolution on the spot. If there are any further questions please call me personally at [redacted].
 
Sincerely,
Mike R[redacted]
General Manager

To Whom it may concern (Complaint Resolutions):
After interviewing the Managers involved with this negotiation we have found that the potential customer picked a 2016 Civic that had over 500 miles on the odometer. This particular vehicle was not a demonstrator vehicle. He was informed of...

the miles by our Manager and because of the miles was offered an extraordinary deal. Ultimately our potential customer requested an even larger discount which the dealership was not willing to give. He elected at this time not to purchase a vehicle from the dealership.As a good will gesture we would be happy to offer the same deal that the customer originally agreed upon a 2016 Civic of the same model with no miles. I would be happy to orchestrate this transaction myself and will place a call immediately to place this offer.
Thank you,
Mike R[redacted]
General Manager

[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 would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

In light of maintaining a culture of customer satisfaction and to ease any miscommunication we will agree to give a $400.00 refund for the repair done to your vehicle. That being said, we must be clear that the damage to your vehicle was caused by an act of nature and is completely beyond the...

dealerships control or Honda's control. This type of mechanical failure is something that at no time would be covered by any type of warranty. We will also be happy to cancel the paint protection package mentioned though the original selling price was for $495.00, not $600.00. If there are any further questions or concerns please contact Mike R[redacted] at [redacted]
Sincerely,
Mike

Dear Karina:
We have read Mr. [redacted] response and would like to make it clear that we sincerely apologize for any mi[redacted]derstanding there may be between him and our dealership. That being said, Mr. [redacted] has not purchased a vehicle from the dealership and the dispute we are dealing with concerns an offer to sell and a rejection of that offer. He was not happy with the ultimate outcome because of the mileage he claims the dealership was trying to hide from him. Experience has shown me to not rely on a he said, she said conversation as there are never any winners when this happens. Instead we rely on the facts as we know them, part of these facts are based on Mr. [redacted] own comments. Mr. [redacted] commented in his previous note that it was clearly the dealership that disclosed the miles on the vehicle he'd made an offer on. The disclosure was submitted to Mr. [redacted] in writing. This follows company policy as well as state law which are both designed to prevent situations like this one from happening. Mr. [redacted] says the dealership refused to sell him a vehicle with less miles. Based on the profitably or lack there of, it is the right of the dealership to refuse an offer. That being said, we offered to sell Mr. [redacted] a "like" vehicle with no mileage on it in our last response. As far as flagging him somehow, this is not possible as nothing like this exists. As previously stated, we are truly sorry for this mi[redacted]derstanding and we will still offer to sell Mr. [redacted] a "like" vehicle at the agreed upon price with no mileage. Beyond this, there is nothing else we can do as dozens of times every month, in every dealership, offers are made and offers are not accepted.
Thank you,
Mike R[redacted]

To whom it may concern:Honda of Superstition Springs has received this Revdex.com complaint ID#: [redacted] and we have investigated the matter.  It should be noted that the purchaser we have on file for this vehicle is [redacted] not [redacted].  For the purposes of this...

response we will treat them as the same person.Mr. [redacted] did purchase a vehicle under  Arizona Implied Warranties.  The Mazda in question Vin# [redacted] did go through an inspection process that encompassed a battery test at time of inspection 12/13/13.To the best of our knowledge, Mr. [redacted] returned to the dealership only after purchasing this new battery.  Honda of Superstition Springs was never afforded the opportunity to test the battery.  On his own, Mr. [redacted] purchased a battery at retail price before giving us the opportunity to come to our own conclusion regarding the fitness for chargeability or the possibility of replacement.We were also made aware of the ignition interlock devise in the vehicle which Mr. [redacted] admitted was mandated by the state of Arizona.  While this is true; dealership personnel have no reference point or knowledge as to the implications that the proper or improper installation of this device could have on a vehicle.   It would not be prudent on our behalf to diagnose an issue that may or may not have been caused by an ancillary device installed and was not a standard OEM component (regardless if state mandated or not). If the device is removed, Honda of Superstition Springs offers a complimentary inspection of the vehicle and will attempt to diagnose the issue.   Honda of Superstition Springs will not offer assistance with removal, installation or carry out any function that could possibly implicate the dealership with the failure or fitness of this device.Good Will Gesture:  While our first inclination would be to offer Mr. [redacted] a refund of what we would pay for the battery which was installed in his vehicle; we will offer the following.  We will refund the price that Mr. [redacted]  paid for his battery including applicable taxes provided that he can provide us a receipt  for the new battery  with dates matching what he indicated to the Revdex.com.Honda of Superstition Springs appreciates our relationship with the Revdex.com and our customers at large.  We make this onetime good will gesture of a refund of a battery purchased at O’reillys out of good faith which in no way is an admission of any wrong doing on the part of Honda of Superstition Springs.  Further, Honda of Superstition Springs makes no warranties, for the performance of a battery that was not installed by us.  Mr. [redacted] will have two weeks from the date of this response to decide if he would like to accept this good will offer.  Should he accept the offer he would have to show the battery receipt.  At that time we will issue and send him a check for the correct amount listed on the receipt.  Once this has completed both parties will consider this matter closed.Respectfully Submitted,Honda of Superstition Springs

Good evening,
Brandon came in for his appointment tonight. In addition to cancelling and doing a 100% refund of all after market items we gave another $500.00 for his trade in. He says that he is now satisfied with how things have been handled at the dealership. If there are any further questions feel free to contact me personally.
Best regards,
[redacted] 
General Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

All the information provided in the response from the business was inaccurate and I will provide documentation refuting there statements.

Regards,

To Whom it may concern,

Mr. [redacted] did visit Honda of Superstition Springs yesterday 03/26/14 and we believe that he is satisfied with the mutual resolution to this matter.  Should the Revdex.com find that this is not the case please notify me.  Honda of Superstition Springs...

strives to keep our customers happy and respects this relationship with the Revdex.com and our customers at large.  

Regards,

Honda of Superstition Springs

To whom it may concern, Dispute Resolution: As a company we have made every effort to take care of the "ACTUAL"

purchaser of the vehicle in question.  In fact, the complaint that we are

responding to was created by Sherri C. Ross whom our company has never sold a

vehicle to. The dealership never heard from her until the vehicle was no longer needed

by her brother. We have offered Jim [redacted] (the actual owner of the car)

to pay substantially more for the vehicle than it is worth in a good will

effort to assist with his situation that he and his Mother knowingly created.

We have

made phone calls to Mr. [redacted] the owner of the car so that we can try

and help but receive no response.
Detailed below is an outline of what Honda of Superstition Springs is willing to do for Mr. [redacted] at this time:
Honda of Superstition Springs is willing to pay off the vehicle that is registered to Jim [redacted] if he would like us to. In this case Honda of Superstition Springs would own the vehicle. Mr. [redacted] would have to return the vehicle to the dealership in the same condition as it was when reviewed three weeks ago. To our Knowledge, and based upon the MVR, Mr. [redacted] is the owner of the vehicle and he would have to agree to these terms. Honda of Superstition Springs makes this offer as a one time, good will gesture without admission of guilt. The registered owner of the vehicle "Jim [redacted]" will have two weeks from the date of this offer to call us back. If he fails to contact us Honda of Superstition Springs will consider this matter closed. 
Mr. [redacted] can contact [redacted] the General Manager at his direct line [redacted].
Management

Should you have

any further questions regarding this matter, please let

me know,

Respectfully,

General Manager

Honda of Superstition Springs