Honda of Tyson's Corner

Review: I brought my 2010 Honda [redacted] in for a regular [redacted] maintenance service on 2/25/14. When I dropped my vehicle off with the consultant [redacted], I explained that I was highly concerned about my tires. I told him I couldn't tell if one or more tires were damaged but, one or more tires were not holding the tire pressure. When I picked my vehicle up they handed me the Honda Multi-Point Vehicle Inspection Checklist. On this sheet it stated that every tire on the vehicle was in good condition inclucing the spare tire. The next day 2/26/14 while driving my stepson home I heard a noise I could not identify. When I got in my car 2/27/14 at 5:30am my left front driver's side tire was completely flat. I contacted roadside assistance to come out and switch out the flat with the spare tire. I then drove to work and realized that the spare tire was flat as well. I then had to contact roadside assistance again to come out and service the spare tire. At this point, I contacted Honda and spoke to [redacted] the service manager. I told him I was concerned about the servce I had recieved because it was very clear that my tires were never checked because according to their Multi-Point Vehicle Inspection Checklist, my tires including the spare were in good condition. [redacted] suggested that I come in so he can have another technician go through with me exactly what was done with my vehicle. On my way back to Honda a strange burning smell was coming through the vents inside my vehicle. While the service technician was going over everything with my husband and I he noticed that 2 of my tires were damaged, all tires were over filled and he deemed it unsafe for me to drive the vehicle. Upon him taking everything apart to show us what service was done he noticed that the technician that originally serviced my vehicle failed to clean up his work and that was what was causing the burning smell. My husband and I also witnessed the excessive amount of oil that was never cleaned up. I was then given a rental car that Honda was supposed to be paying for. They paid the bulk but I still had to pay $19.79 to insure the vehicle. I am appalled and don't know that I can ever trust this business again. Through all of this, the manager never showed face.Desired Settlement: I would like a refund of $363.09 for the [redacted] regular maintenance service that was provided on 2/25/14, both tires $270.30 and the $19.79 for the rental car. Honda guarnatees their customers service and I did not recieve the service I should of received. If I wanted that type of service I could of gone to a side street shop.

Business

Response:

??ril 24 2014I spoke with [redacted] on the phone regarding a flat tire on her Honda [redacted]. She explained she was just in for service and now had a flattire. I asked her to corne in and I would have my shop foreman take a look at the tires and go over the service work that was performed the prior day. That afternoon she was delayed coming in and explained to her that I would be leaving for a doctors appointment around 4:30-5pm. My shop foreman [redacted] inspected the work performed on the car and found the sidewall of 2 tires damaged from possible potholes. One of the tires would not hold air and the other had a bubble in the sidewall. All the tires were fulf of air when the service was completed. [redacted] stated she had a tire warranty so we called and started the claim to replace 2 tires and we explained that she would have to pay us and her warranty would review the tire claim and reimburse her directly as necessary. [redacted] explained all of the service and showed her the parts that were replaced. He did find so residual oil from the oil change that was done and cleaned the frame of the car again. We checked to make sure there was no oil leaking and didn't find any. We offered [redacted] a rental at no charge because it was getting late and we couldnt get the car done the same evening. We completed the replacement of 2 tires and faxed all the documents to her tire warranty company. [redacted] picked up the car the next evening and returned the rental after 5pm and I was already gone for the evening. After speaking with [redacted] the service advisor and [redacted] the shop foreman all of her issues were resolved. As of today [redacted] has not contacted rme with any outstanding issues. The B123 service we performed was completed and the only issue was a little residual oil on the frame. We clean the frame after every oil change but sometimes it gets inside and will take a day or two to completely go away. [redacted] paid for the tires but according to her warranty they should be reimbursing her for those. The fee she was charged for the rental was for optional insurance waiver the excepted from [redacted] Rental car, the basic rental fee was paid by the dealership.?

Consumer

Response:

[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] Review: [redacted]I am rejecting this response because: The bottom line is the service I paid for was not provided in full the day I brought my vehicle in to Honda. I did in fact speak with [redacted] and he did in fact tell me he wouldn't be available. He also told me the assistant manager would know all the information and it seemed as if the assistant manager had no clue of the whole situation. I had to in fact go in to speak with the assistant manager because he never once came out an approached me. As I stated in my original complaint, I clearly knew that something was wrong with my tires when I dropped my vehicle off for service. I explained to [redacted] that everytime I put air in my tires the next day my vehicle would say to check the tire pressure. My husband was there when [redacted] was rechecking my car and my tires were clearly over filled and he even admited he would talk to his workers because they should of noticed the damaged (bubble) tire. He also admitted to my spare tire being over looked but still marked off as in good condition.Because the spare tire was overlooked, when roadside assistance came out to swap out my flat with the spare, the spare tire was flat as well. I don't understand how [redacted] is making it seem like he did me a favor by having me come back in so [redacted] could go over everything in detail. This is clearly an inconvenience for a customer. If the service was provided the day I brought my vehichle in, I would not have had to go back the following day with a flat tire. As far as the tire warranty goes, I received no documentation from [redacted] stating he sent the information in to my tire warranty company. [redacted] just gave me a verbal, stating the information was sent. I don't know where [redacted] got the information that I was being reimbursed? I have yet to be reimbursed for my tires. All of this has been quite stressful. I still feel that what I paid for my [redacted] service should be refunded. I will deal with the mess of my tire warranty. I don't understand why I seem to be getting this run around. Everything is documented. I can obtain all the documentation from roadside assistance if needed. My tires clearly were not checked.

Regards,[redacted]

Business

Response:

The [redacted] service that was paid for was completed. For the inconvenience of you having to come back to replace the tires I would like to offer you a refund of 181.50.

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,

I took my Honda Accord 2001 to Tysons Honda on Friday Oct 30 for a driver side air bag recall dropped it in the morning (the Green team - Mo A[redacted] (I think his name was), they gave me a ride to my office. They told me that the car will be finishes in 2 hours and that the shuttle will pick me up. Till 1 o'clock and the shuttle didn't show up so I called Mo who said that he can't do anything and he gave me the cell phone of the shuttle guy to call. I tried calling him for an hour and I missed an important meeting, couldn't contact him but left him so many VM. Finally I called the service Manager (Brian I think) and left him a message around 2 PM, he never got back to me. Finally I found a coworker to drop me off to pick up my car, I got there and I went to the Service manager to see why he didn't call me back, all what he did is taking me to Mo and left. Mo told me that the air bag has been replaced but he didn't give me a copy of the work done on my car and said that he has to send this paper work to HONDA ?????? First time to see this in any dealership that there's no additional copy of the work order. He brought the car and guess what (the driver side glass was not working in the fully open position) he said that it broke and it can happen at any time because of the age of the car ????? Offered to fix it with a discount (after taking the car inside the shop for another hour). I had to take my car otherwise I was going to miss another appointment. They taped the glass for me until I bring it back for repair (I'll never go back to this place, they are not trustworthy).
He mentioned that he will send the a copy of the paper work by mail on my home address !!!!!!!. After 4 and half weeks (I never got a copy of the paper work and I need fixing the window at Virginia Auto & Tires for $392. What a great service !!!!!!!!!!!
couple of coworkers at work told me that they had similar issues with that dealership, Owner is out of State so he doesn't care, GM & Service Manager are helpless and worst service ever. Never recommend this dealership to anyone who want to stay worry free. You go with a recall and you leave with a problem that cost you out of pocket $391.
I'm guessing that they didn't give me any paperwork so they can delete that visit from their records for future reference. One of friends told me that I should have called the police and report what happen and not to receive my car in that condition but I had to catch up the other apointment.

Review: I purchased the vehicle (98 Honda Accord) from the original owner. during the purchase, I noticed that the Oil Pan had a leak. when I brought it to the sellers attention, he provided me with the sercice invoice that the Oil Pan Gasket was still under warranty. I looked at my schedule & notice that I wouldnt be able to get the work done before the warranty would expire because I was going away for work. I called the Honda Of Tyson Corner & explained to them the situation, they ([redacted], Service Advisor) assured me that since I contacted them, they will extend the warranty for 12,000 miles (original warranty 12 months or 12,000 miles). I am back in town & I contacted them yesterday to set up a date to bring the car in for service (spoke with [redacted] & [redacted] the service manager) but now they are denying taking any responsibilities of the warranty coverage. I was told that since the 12 months have passed, the warranty coverage is no longer available. I tried to contact the GM (Michele) but I wasnt able to.Desired Settlement: I would appreciate if my car gets repaired under warranty

Business

Response:

[redacted]

This vehicle was purchased by [redacted] KNOWING that it had an oil leak. It was purchased from a private owner. It is a 15.5 year old car with well over 100,000 miles. I anticipate that it has numerous mechanical issues. We told the original owner everything that was wrong with it. [redacted] was unable to make it in to the dealership in time to have one of the conerns addressed that MIGHT have been covered under a previous repair warranty. No one at this store promised him that we could extend the warranty to accomodate his travel schedule. I offered to inpsect his car free of charge and then perfrom any repair at HALF of the usual rate. He said that was fair and he would bring it in. He has still not shown up.

Consumer

Response:

---------- Forwarded message ----------

From: [redacted]

Date: Sat, May 18, 2013 at 11:33 AM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]

To: "[email protected]" <[email protected]>

Hello,

Review: Vehicle was taken back to the selling dealership 3 days after purchase to fix the car audio system and I was told by the Employee that there warranty will not cover any of that and I would have to fix this issue out of my own pocket.Desired Settlement: Dealership needs to fix the radio system in the vehicle. This item started showing defect after driving the vehicle after 100+ miles and this was an issue from the start and this information was never informed to me of the day of purchase

Review: This is a complaint against Honda of Tyson’s Corner (hereinafter, “Tyson’s Corner Honda”). Specifically, the dealership breached its common law duty to deal in good faith and abrogated its Honda corporate responsibility to treat customers with respect. Although I ultimately did not purchase a my new vehicle from Tyson’s Corner Honda—in large part due to the sales department steering my business away—I nonetheless am referring this matter to the Revdex.com (Revdex.com) given concerns that other potential customers will be subjected to the same treatment by the sales department. Finally, I also seek a remedy for the sales department’s bad faith negotiations and extraordinarily poor service.

NOTE: The enclosures that are referred to in this complaint will be sent to **. [redacted] via e-mail in a letter format version of the complaint, along with the 8 enclosures.

Complaint Narrative

As background, in early May, I was interested in purchasing a new 2013 Honda Crosstour. As such, I did my research online to learn more about the vehicle’s options but also to find the Honda dealership in my area that offered the lowest possible price. I was a well-qualified buyer with an excellent credit score and prepared to pay $8,000 cash towards the final purchase price.

To prepare for this purchase, I researched the Honda U.S. website to select the Crosstour model type, engine size, color, and accessories. For the exact specifications I chose, the Honda national website reflected a list price of approximately $33,000. From this, I expected there to be some negotiation room in reaching the final sale price at the dealership level. Yet the lowest price wasn’t my only consideration. I also valued buying from a dealership that was nearby, thus making future service on the vehicle more convenient. Accordingly, I contacted several local area Honda dealerships online in order to request their best offered sales price. Tyson’s Corner Honda was one of those dealerships.

On May 5 and 6, I initially corresponded with a sales representative from Tyson’s Corner Honda by the name of [redacted]. We exchanged e-mails over the course of two days in which we attempted to identify an exact match Crosstour at the price I was willing to pay. Along the way, [redacted] identified a particular Crosstour that her dealership was offering at $31,291. However she informed me that Tyson’s Corner Honda did not have the vehicle in stock but that it was only a matter of obtaining the Crosstour from the inventory of another dealership. In something that would later turn out to be of great significance, she wrote, “We will just get one from a sister store… We can have the car here the same day.” [Enclosure 1, E-Mail Chain with [redacted], at page 1.] [redacted]’s offer was about $1,300 higher than a quote I had received from another dealership offering a price of $29,953.50. I forwarder her the competitor’s quote. [Enclosure 1, E-Mail Chain with [redacted], at page 3.] In response to my counteroffer, I did not hear back from [redacted] but instead received a message from **. [redacted], the E-Sales/Business Development Director of the dealership. **. [redacted] said that he could not match the competitor’s price, he thanked me for the opportunity to do business with Tyson’s Corner Honda, but most importantly he did not present a counter-counteroffer. [Enclosure 1, E-Mail Chain with [redacted], at page 4.] I took this to mean that negotiations had come to an end. The date was May 6.

At this point, having been unsuccessful in negotiations with Tyson’s Corner Honda, I ended my communications with them and resumed bargaining with other local dealerships. Were my encounter with Tyson’s Corner Honda to have ended here, I would not be filing this Revdex.com complaint.

However, on May 10, Tyson’s Corner Honda contacted me again. I received what appeared to be personal message from the General Manager, informing me that the Sales Team was “working hard to ensure [that I was a] satisfied customer.” Moreover, the message said to “e-mail [the General Manager] with any questions, comments, or concerns.” It was sent at 4:52 PM. [Enclosure 2, E-mail from General Manager.] From this, I interpreted the unsolicited message from the dealership as expression of their renewed interest in resuming negotiations with me over the sale of a 2013 Honda Crosstour. As such, I responded to the general manager, at 5:34 PM, explaining that I would like to purchase a vehicle from Tyson’s Corner Honda but only if it could beat the offers I had received from two other dealerships (which I attached to the message). [Enclosure 3, O’Neill Reply to General Manager.]

On that same day, Tyson’s Corner Honda sent me a more aggressive solicitation message, this time at 5:41 PM. It was titled, “We typically can match or beat most offers” and it was from **. [redacted] [Enclosure 4, Re-solicitation E-mail from **. [redacted].] **. [redacted]’s message did not reference the reply that I had just sent to the general manager. Thus I construed this at yet another indicator of the dealership’s renewed interest in resuming negotiations. In this message, **. [redacted] wrote: “…we understand we may be asked to match or beat a competitors quote. To consider the offer we request that you forward the quote from the competitor with any and all fine print included. We will then do our best to beat or at least match the competitors offer. Only in very rare situations will we turn down a written legitimate offer.” [Enclosure 4, Re-solicitation E-mail from **. [redacted].]

Strangely, on the same day, Tyson’s Corner Honda sent me a separate solicitation message, this time at 5:55 PM. This message was from [redacted], in which she seemed to reference my counteroffer from May 5. **. [redacted] said “we would love to have your business but unfortunately we cannot beat those prices.” She not reference any dealerships, prices, nor the text of my previous message. However, worth noting is that **. [redacted] advised me of Tyson’s Corner Honda’s ability to obtain a vehicle from a sister dealership. “We do not have the car in stock so we would need to get one for you.” [Enclosure 5, Re-solicitation E-mail from **. [redacted].]

Repeated for emphasis, having received three separate solicitation messages from Tyson’s Corner Honda in a single day—and four days after negotiations had concluded for lack of success—I believed that the dealership was re-engaging me to resume negotiations. Accordingly, at approximately 6:15 PM, I forwarded two lower price quotes from competing dealerships to **. [redacted]. Yet after reviewing the two quotes, **. [redacted]’s position had not changed. In a message sent at 6:34 PM, **. [redacted] e-mailed to once again inform me that he could not match the competitor’s price. Rather interestingly, however, this time **. [redacted] added that the reason he could not beat the competitor’s deal if because he didn’t have the Crosstour I was looking for in his inventory. “I could beat it [competitor’s prices] if I had the vehicle in stock, but I do not.” [Enclosure 6, Rejection E-mail from **. [redacted].]

At this stage, it had became clear that **. [redacted] had been negotiating with me all along in bad faith. In effect, **. [redacted] negotiated in bad faith through circular reasoning. First, **. [redacted] represented that Tyson’s Corner Honda could get a car from another dealership in a day. (“We will just get one from a sister store… We can have the car here the same day.”) Second, after our initial negotiations were unsuccessful on May 6, the dealership re-engaged negotiations (in three separate messages, all on May 10). As part of its re-engaging me, **. [redacted] solicited me to submit competitors’ price quotes, boasting that his dealership could meet or beat competitor’s offers except in the rarest of occasions. (“We typically can match or beat most offers… Only in very rare situations will we turn down a written legitimate offer.”) Third, upon my presenting him with two lower quotes—which were never challenged as not being legitimate—**. [redacted] terminated the bargaining on the grounds that he didn’t have the vehicle in stock. (“I could beat it if I had the vehicle in stock, but I do not.”) This becomes even more significant given that the ability to place the vehicle into its stock was entirely within the dealership’s control.

To synthesize what has gone before, if **. [redacted] reached a selling price that was favorable to Tyson’s Corner Honda, he would obtain a vehicle from another dealership. Yet if a customer presented him with a legitimate price quote from a competitor as part of his “meet or beat” representation, **. [redacted] could reject the unfavorable price on the grounds that he could not obtain a vehicle from another dealership. Hence, **. [redacted]’s meet or beat competitor’s price representation is illusory and is therefore a deceptive business practice.

Referring back to **. [redacted]’s rejection e-mail sent at 6:34 PM on May 10, upon receiving his message I felt that he had been dealing with me in bad faith. Consequently, I sent a reply at 7:28 PM in which I questioned **. [redacted] about his bargaining practices throughout the attempted transaction. I pointedly asked if he could reconcile the conflicting statements about not being able to beat a competitor’s deal because he did not have the vehicle in stock. I respectfully expressed that I was disappointed that **. [redacted] could not match a competitor’s offer—which was especially true given that **. [redacted] re-engaged me back into bargaining and represented that a written legitimate offer was only rejected in the rarest of situations. Further, I placed **. [redacted] on notice that I was likely to file a complaint with the Revdex.com over this. What happened next in my dealings with **. [redacted] was nothing short of unprofessional. No customer—especially a longtime, loyal Honda owner with two previous brand new Civic purchases—should be treated the way that **. [redacted] treated me.

In his reply of 7:54 PM, **. [redacted] became accusatory, belligerent, and caustic. He began by leaping to the conclusion that I was going to the Revdex.com because I must have had a bad experience with other Honda dealerships, admonishing me “you are upset.” Moreover, **. [redacted] was certain that his theory about problems with another dealership was correct, telling me, “Otherwise why would you even be wasting your time contacting me?” He continued by suggesting that I must have been hiding something from him, “My thoughts is that there is more to this story than you are letting me know, because my e-mails with you do not justify your reaction.” Turning to insults, **. [redacted] wrote, “If you feel you need to take out your frustrations with the Revdex.com, that is your right...” Then, after labeling me as disrespectful, he suggested I take my business elsewhere. “Unless you feel you can turn yourself around and treat us with the same respect that we have displayed to you, maybe it is best that you do business with another Honda Dealer.” Finally, in abandoning any shred of professionalism, **. [redacted] threatened that if I were to write a negative consumer review about his dealership, he would respond with a public posting of all of my private business communications with Tyson’s Corner Honda. “Rest assure, we will respond to any review you may write and will include any and all dialog between us and I am sure the small number of people that trust reviews, will see that the negative review was not warranted.” [Enclosure 7, Unprofessional E-mail from **. [redacted].] After **. [redacted]’s choice words to me, any remaining that interest I may have had in purchasing a new vehicle from Tyson’s Corner Honda had now become a business relationship that was severed by scorched earth. Two days later, I purchased a 2013 Honda Crosstour from a competing dealership at their lower quoted price.

Although it has been over two months since my dealings with Tyson’s Corner Honda, I cannot overlook **. [redacted]’s bad faith negotiating or profoundly disrespectful parting message. Whether a customer is a loyal Honda buyer or a potential first-time owner, the dealership has a common law duty to deal in good faith and a Honda corporate responsibility to treat customers with respect. Neither of those occurred here. In the weeks after my unfortunate experience with **. [redacted], I conveyed my concerns about the dealership to **. [redacted], the general manager of Tyson’s Corner Honda. **. [redacted] was polite, courteous, and professional. He even went so far as to apologize for the mishandling of the online negotiations with Tyson’s Corner Honda. Still, this does not excuse **. [redacted]’s conduct. Nor does it compensate for the time and effort expended in **. [redacted]’s bad faith dealing.Desired Settlement: To resolve this matter I ask, quite

reasonably, for a remedy in the form of one month’s worth of payment to

American Honda Finance Corporation. Such a remedy compensates for **.

[redacted]’s actions as the Business Sales Director, which not only resulted

in the loss of nearly $30,000 worth of revenue but also soured my

opinion of Tyson’s Corner Honda and American Honda corporate. A copy of

my monthly Honda statement is provided at the end of the enclosures.

Should you have any questions, I may be reached via e-mail at:

Thank you for

your review and consideration of this matter.

Respectfully,

Enclosures

1. E-Mail Chain with [redacted]

2. E-mail from General Manager

3. [redacted] Reply to General Manager

4. Re-solicitation E-mail from **. [redacted]

5. Re-solicitation E-mail from **. Moran

6. Rejection E-mail from **. [redacted]

7. Unprofessional E-mail from **. [redacted]

8. O’Neill Monthly Honda Payment Statement

Business

Response:

[redacted],

[redacted] is no longer the General Manager here at Honda of Tysons Corner. Please remove him and update the profile.

Also, I have spoken with [redacted] and have addressed his concerns and have agreed to pay for his first payment although he did not purchase the Honda from us. He is completely satisfied and happy...

Honda of Tysons Corner

General Manager

703 296-0674

[email protected]

Review: I went into Tysons Honda with exhaust problems and what seemed like loosing power when driving. Honda kept the car all day, did a transmission flush and recommended over $8,000 worth of repairs the worst being that I would need a new transmition. I picked up the vehicle and it was still driving bad after the trans. flush. I took it to HiTech transmission in [redacted], VA and they said my transmission was not an issue, that it just needed an exhaust.

I paid under $700 and the Honda [redacted] is running great.

Honda would have put in a new transmission that wasnt even needed. This place is a joke. Predatory sales and repairs.Desired Settlement: full refund

Review: I purchased a new vehicle from Honda of Tyson's Corner on December 9th. As part of the transaction I traded in a vehicle which had a lien on it from [redacted] Finance. As of 2 January, Honda of Tyson's Corner still has not paid off the loan balance of the vehicle to [redacted] Finance, resulting in me having to make an additional loan payment to avoid late payment charges and credit reporting. We called to address the issue on multiple occasions. The first phone call promised the issue would be taken care of by Dec 27th. The second phone call was made on 2 Jan. Allen from the Finance Department said the only thing he could do was send an email requesting the status to his accounting department, and cc me on it.Desired Settlement: Immediate payment made to [redacted] Finance. If the delay in payment results in any additional charges beyond what was designated on the signed contract on 9 Dec, full refund of those additional charges. This will probably be determined by how [redacted] handles the transaction. If they back date it to Dec 9th (to include the payoff amount) then they should refund the additional loan payment. If not, Honda of Tyson's should be responsible for the extra payment made.

Review: My wife bought a 2009 Honda [redacted] at [redacted] last weekend. On Thursday I called ###-###-#### and hit extension to talk to a service advisor. A man identifying himself as Justin took my call and led me to believe that I could bring in the vehicle first thing this morning (Saturday) to have the issue resolved. I provided my name and phone number.

When I arrived at 8 this morning, my car went into the service bay. But then they said that they had no record of me or the car and furthermore that when they looked up the issue, they knew they couldn't do the recall [redacted] because they didn't have the parts. I could leave the car, they said. They also told me that nobody named Justin works there, leaving me the impression that I called a different dealer. They would see about getting the work done on Monday.

My wife returns from an out of town trip this afternoon. I don't know that I want to leave a vehicle for safety work if they can't manage customer phone calls. I have left a message for the Service Manager, Ryan P[redacted]. He is out for the weekend.Desired Settlement: I want them to investigate, and if warranted, apologize and arrange with my wife to pick up her car and return it to her where it is convenient. There should be no charge to us in any event, as this is a recall.

Business

Response:

We do not have an employee named Justin here but I am investigating what happened with that phone call. I apologize for the issue as this is not our normal business practice. We ordered the parts to complete the recall on 12-9-14 and completed the outstanding recall on 12-11-14.

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,