Honda of Watertown

Review: I purchased a 2013 Honda CR-Z from this dealership. I initially wanted the EX model with navigation system/radio. My salesman [redacted] said that since there were no cars within five states that had the navigation system/radio installed, it could be done "aftermarket" for an additional $2000. What was not explained to me AT ANY POINT was that this actually meant I would not be receiving Honda's factory issued navigation system. Once I went to pick up my car and saw that the navigation system was not factory issued, I was severely disappointed. It is an [redacted] system and not issued by Honda. I immediately expressed my frustration to [redacted] and he told me that he would do what he could to fix this. I told him I wanted the original radio put back in and my money refunded. He called me later that day to say that there seems to be nothing they can do since I have both radios. I told him that was unsatisfactory and wanted a better answer.I am extremely dissatisfied with the [redacted] system. It has poor audio quality when used with a USB and it does not seem to have all the options that comes with the factory model.

Product_Or_Service: [redacted] GPS/radioDesired Settlement: DesiredSettlementID: Refund

I want the original radio installed in my car and my money fully refunded. The [redacted] stereo/navigation system is not a quality product and I never would have agreed to this sale had I known that I was not in fact receiving Honda's factory issued navigation system.

Business

Response:

Business Response /* (1000, 6, 2013/06/06) */

Originally when Mr [redacted] told us what he was looking for we did a extensive search to find what he was looking for and couldn't accomidate exactly what he wanted and we offered him an alternative. When [redacted] purchased the CR-Z from us both [redacted] and my sales manager [redacted] told [redacted] the navigation unit that would be installed in his car would not be a factory unit. He was also informed it would be installed by an aftermarket company and not by the dealership. I know that Mr. [redacted] is in possession of the original navigation unit that was in the vehicle. We have not checked with the company that installed the unit to see if the original unit can be reinstalled and at what expense. If this is an option for Mr [redacted] he can let us know.

Business

Response:

Originally when [redacted] told us what he was looking for we did a extensive search to find what he was looking for and couldn't accomidate exactly what he wanted and we offered him an alternative. When [redacted] purchased the CR-Z from us both [redacted] and my sales manager [redacted] told [redacted] the navigation unit that would be installed in his car would not be a factory unit. He was also informed it would be installed by an aftermarket company and not by the dealership. I know that Mr. [redacted] is in possession of the original navigation unit that was in the vehicle. We have not checked with the company that installed the unit to see if the original unit can be reinstalled and at what expense. If this is an option for [redacted] he can let us know.

Consumer

Response:

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

Honda of Watertown's response is an inaccurate recounting of what actually transpired. All that was said during the sale was that the navigation system was "aftermarket", which is an extremely broad term I understood to mean "the factory unit, installed after the sale was completed", not "completely different, inferior unit with very few similar features".

Had [redacted] thoroughly explained that I was not receiving the factory unit, I never would have agreed to purchase in the first place. I also would have immediately demanded more information about what the unit was and its features. None of this info was offered or supplied to me during the sale. Given the shoddy model I was stuck with, it seems Honda of Watertown assumed I would be fine with spending an additional $2,000 on "any ol' navigation system".

That is why I immediately voiced my displeasure to [redacted] when I picked up the vehicle after the install. Along with it being the wrong unit, He said he would see what he could do as I had to return to work from my lunch break.

[redacted]'s response was completely unacceptable when I told him that same day that I just wanted my original radio put back in and my money refunded. It was essentially a "live with it" response, meaning that there was no chance of any sort of rectification. He told me he would look into it further, but I never received another call from him. This is not the high-quality, thorough customer service I expected from this establishment.

In the response, it does not say who would be paying for an install of the original radio they mentioned as a possible remedy. If they are suggesting that I would be expected to fund this, that is a completely unacceptable solution, given I just spent well north of $20,000 on a new vehicle from them.

I will restate that I want my original radio back in my car, the return of this inferior [redacted] navigation system, and my money fully refunded. Thank you for your time and attention.

Business

Response:

To whom it may concern,

I have responded on two occassions to Mr. [redacted]s complaint but you say that I have not responded to the complaint, I don't understand that at all.

As I had previously stated Mr. [redacted] knew the Nav system would be aftermarket and I am truly sorry he is not happy with the product.

I have spoken with the company that installed the Nav and I can have Mr. [redacted]'s original radio installed in his vehicle as well as get Mr. [redacted]

reimbursed in the amount of $1,200.00. I am sorry for any inconvenience to Mr. [redacted] and I hope this will help resolve the situation.

I look forward to hearing from you,

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was not fully informed of what I was actually getting when I was told the radio was "aftermarket". As I indicated, for all I knew, this meant I could have the same system (the one that originally came with the version of the CR-Z I told them I wanted) installed, it would just be post-sale. I cannot understand why this company would need to install a third-party system versus one from their own factory they knew I wanted! Unacceptable. There was definitely no effort made to tell me exactly what I was getting for my $2,000. As is plainly written on the paperwork submitted to Revdex.com, all that was written on the service order I signed off on was "INSTALL NAV" despite there being obvious spaces for "Name of Item" and "Part". Why were these spaces not filled? Why was I never told the make and model of system?

Review: I brought my car to [redacted] of Watertown to replace the alternator. I arrived at 12:00 and was attended to by Arsenio Brown. I told him of the battery draining and also mentioned hearing a faint click coming from the front right but only while turning. After a few hours of waiting for a diagnosis, I was told that the alternator was weak and needed replaced and that the boot on my driver side ** joint was cracked. Since I had been driving the vehicle with no significant problems other than the battery draining, I just had them go ahead and replace the alternator. After being at the dealer for 5 hours, (they told me no loner cars were available.) they advised me that the car was finished. I paid for the service and drove off the lot. As soon as I drove away, I heard a grinding and rattling coming from the front passenger side of the vehicle. I promptly returned to [redacted]. They put the vehicle on the lift and told me that I had a loose inner fender well and gravel got inside it from them parking the vehicle in the gravel lot. I have a gravel driveway at my house and have never gotten gravel inside the body of the car before! That is ridiculous! The only way they got gravel in there is if they were driving my car aggressively through their gravel lot. They advised that they had removed the gravel and tightened up the loose plastic and that the car was all set. So I drive off the lot again and low and behold, the grinding from the front passenger side is still there. Once again I return to [redacted]. At this point Rick the General Manager gets involved and offers me a loaner car because the service center was closing(a loaner car must have magically appeared because they told me none were available) Now 2 days later I am being told that the axle on the passenger side is completely broken and needs to be replaced and [redacted] is charging me for it! I did not bring the vehicle in with a grinding and clanking in the front end, I should not be charged full price to fix something that their technician broke by being too rough on my vehicle. The gravel inside a body panel is proof enough that my vehicle was abused. The car did not come in with a broken axle and gravel in the fender well, it most certainly should not have left that way! I am now getting the phone run around, being referred from Arsenio the service adviser to Bob the service manager (who has been completely unresponsive) to Richard the GM and then back to Arsenio...and nobody is answering my questions. I am highly dissatisfied with the service I received and should not be held liable for damages incurred to my vehicle while my it was in their possession.Desired Settlement: I am not expecting a free repair. I am asking [redacted] work with me and discount the price considering the fact that the car did not come in with the symptoms that are now present. Whatever issue may have been present with the axle was exacerbated greatly by bringing my car to this dealership.

Business

Response:

To whom it may concern,

I have already spoken to Mr. [redacted] about the repair on his vehicle. The car was originally diagnosed with needing a replacement of the axle. I met with Mr. and Mrs. [redacted] on Saturday and on Monday early afternoon

I had spoken with Mr. [redacted]. At the time we agreed the vehicle had come to us needing an axle and we help him on the cost of the repair and we would have it back to him the following day. The repair should be done today and

the [redacted]'s should be picking up their car. We came to an agreement between us and hopefully we will continue having them come in for service. They know they can contact me directly at any time.

Sincerely,

General Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased a new vechicle from this establishment (Key Code [redacted]) and it is a few years beyond any warranty but the paint is peeling off very badly on several areas. I took the car to an autobody shop and they informed me that there were 2 paint jobs, that the car was probably damaged in transit and had been repainted prior to my purchase.

When I took it to [redacted] in [redacted], I was told that the second paint job had dirt in the paint by the [redacted] Service Manger in [redacted] who I took the car to show since it is the nearest [redacted] dealership to where I live now. They suggested I speak with the District Sales Manager, [redacted] so I went on the day she was to be in [redacted] and waited over 2 hours to see her to speak with her because I feel that the damage prior to my purchase should have been disclosed to me and the car should not have been sold as brand new. There was no such disclosure. [redacted] would not meet with me. The Service Manager said that there was clealry dirt in the paint in the areas that are peeling and suggested I speak with [redacted] because they should have disclosed this to me and not sell it as new.

When I called [redacted] Honda, where I purchased this vehicle from, I spoke with [redacted] the Sales Manager and he denied that they had anything to do with the 2 paint jobs and that I should contact Honda. I purchased a new car from them, they did not disclose 2 paint jobs that is what I can prove. Now that it has been pointed out twice to me, I clearly see the 2 paint jobs. He refused to help me in any way. I think this behavior is unethical so I told him that I would file a complaint with the Revdex.com and he said "do what you have to do" and hung up. I believe that it should have been disclosed and since that is the part that is peeling badly, they should have touched up the paint as this is the second [redacted] I have purchased (it will be the last one, I don't want to deal with people who sell "new" vehicles that are damaged without disclosing it and don't trust [redacted] anymore).Desired Settlement: They should repaint at least the part that is peeling terribly, it is on the part that had the second paint job where the paint is thinner and had dirt in it. This is my second [redacted] vehicle and I feel they deceived me when I purchases a "new" vehicle.

Business

Response:

To whom it may concern,

I was in the office next to Mr. [redacted] when he returned Mrs. [redacted] phone call this afternoon. Mr. [redacted] did his research on the 2005 [redacted] Mrs. [redacted] purchased in May of 2005 from us so he had all the information when he returned her call. In our records since the vehicle came to us we have never done any paint work to the vehicle since it was delivered to our dealership by Honda. We have not seen the vehicle here at [redacted] of [redacted] since we did an oil change in February of 2007. Mrs. [redacted] began the conversation with "you sold me a repainted vehicle and I will not return to your dealership". Mr. [redacted] never had the opportunity to ask Mrs. [redacted] if we could inspect her vehicle and try to find out what had happened. I contacted our Service representative from [redacted] and I was told that Mrs. [redacted] was informed by [redacted] that her vehicle was out of warranty for paint by time and mileage. I do not know what autobody shop Mrs. [redacted] used to repair the paint or how it could be determined after ten years that the vehicle was repainted before it was delivered to Mrs. [redacted]. By the end of the conversation I went into the office with Mr. [redacted] and by the end when Mrs. [redacted] said she was going to file a complaint with you I believe nothing we could have said would have stopped her from doing that. Mr. [redacted] was not rude and didn't hang up on Mrs. [redacted] but she began the conversation saying she would not bring the vehicle to us so I believe he wasn't sure what to say to her. We have all the records to show that we have not done any paint work to Mrs. [redacted] vehicle and [redacted] states it is out of warranty. I understand Mrs. [redacted] frustration at the information she says she found out about her vehicle and I would be willing to speak with her. If she would like she can contact me at the dealership.

Sincerely,

General Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I brought my 2006 [redacted] to the Watertown Honda dealership for service in June of 2013 for an oil change. While I was at the dealership they told me that there was a factory recall on something in the drivers side window that was recommended to be fixed. So they made the repairs. The same day once I left the dealer I noticed that the window now wasn't working properly at all. The window has an auto up and down button that lowered and raised the window automatically . I called the dealer and expressed my concerns that the window was not right. The receptionist that answered the phone told me to bring it down and they would take a look at it. I don't live as close as I used to so I didn't make it down there for a few months. I brought my car back to them for service in November and the wether was raining out and the window of course was working when they looked at it that day which conveniently isn't noted in the report for my service that day. The issue now has gotten so bad that I physically have to push the window up with my hand to get the window closed. I went down to the dealership on 1/23/14 and spoke with Dave and also the Asst manager Jeff Tymosko and he was not the least bit understanding to any of the history of my concern in regards to the window and that the window has never been right ever since they made the changes to my window due to the recall. I had no issues with the window at all until they worked on my car. All's I'm asking is for them to properly fix my window so it functions properly since they were the last ones to work on my window. I don't feel that I should have to pay anything for them to fix this issue because it has never been right since the first made the change due to a factory recall. Not for me asking to look at my window. The length of time that surpassed during appointments still doesn't relinquish them from the responsibility of correcting their work in my window.Desired Settlement: I would like to have the window fixed properly so it works like it did prior to them making the factory recall fix. If that recall wasn't brought up my window would still be fine.

Business

Response:

[redacted]

I tried to respond to this complaint through your website but it wouldn’t let me type in anything.

Customer information is [redacted].

Mrs. [redacted] was here back in June of 2013 for an oil change and while they were here we performed a recall that was out from Honda. When the vehicle left here it was working properly. She claims she called back when she left and doesn’t remember who she spoke to and no one remembers the call. (It was not documented anywhere that she called). In November she returned to the dealership for an oil change and never mentioned to us that she had any problem with the operation of her window, or that the window had stopped working from her visit in June. If Mrs. [redacted] had mentioned a problem with her window in November she received a copy of the repair order. If she had noted it to us then the copy would have the information on it.

Simply put, if Mrs. [redacted] wants to look at the window we will. If there is a charge she will be responsible for it. We will not charge her a diagnostic charge but she will have to pay for the repair. We did not look at the operation of the window so we are not sure what is hindering it from going up. We replaced the switch so what we did does not affect the operation of the window, hesitating to go up. Possibly the tint that was installed on the window is the issue.

Whatever the case we will try and help Mrs. [redacted] with a resolution.

Please feel free to have someone contact us.

Sincerely,

General Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I never asked for the window to be serviced at the dealership on my first appt in June of last year and the recall work that was performed by the dealership is the only time the window has been apart. I never have had the windows tinted and I don't feel that the length of time that passed since they first made the repair should matter because I did bring it up when I was at the dealership in November for an oil change and the technician said he looked at it so I felt it was repaired.why it wasn't documented on there paperwork is puzzling. It also was pouring rain that day and I never opened the window. Basically I feel that what ever was changed that day is the reason the window now is not operating properly and the work they performed should be under warranty from their dealership and I shouldn't be liable for a charge because of a possible error during the repair. I've brought my vehicle to this dealership because I was always treated fairly and the staff was always friendly and this experience has changed my opinion greatly.

Sincerely,

Review: I purchased a car with a sticker price of $13,000.00. I was overwhelmed to say the least and when I signed the contract, I didn't realize that they charged me an extra $5,000.00. I went and spoke to a manger who informed me that it was a fee that the loan-issuing bank, [redacted], charges to disburse the loan. I noticed that my monthly payments were much higher than I was told they would be, which is why I inquired in the first place. I spoke to the bank and I was informed that they never charge anyone for loan disbursements; I told the manager [redacted] this and he denied everything. He told me that he could help me get another car with a lower monthly payment, but only after a pay an additional $3,000.00. I've made 19 on-time monthly payments for my current vehicle and do not believe they should receive another cent, seeing as they owe me money.Desired Settlement: I would like my bill of sale and my loans to reflect a purchase price of $13,000.00; that would bring down my monthly payments dramatically. I'm unable to afford an apartment right now because my monthly payment is so high. I would like the dealership to figure out what my monthly payments SHOULD have been, then refund me the difference between that and what I've paid so far.

Alternatively, I'd like to get out of my contract penalty-free in exchange for a more affordable car with no down payment required, since I already put down a substantial amount on the car in question.

Business

Response:

To whom it may concern,

[redacted] purchased the [redacted] for $17,975.04. When the vehicle was purchased it had a retail value of $20,075.00. Never was the vehicle listed with a $13,000.00 asking price.

Miss [redacted] Had a $1000.00 down and purchased some aftermarket items which helped make her payment what it is. There were no additional fees or bank fees charged to miss [redacted].

When miss [redacted] stopped in recently and spoke to [redacted] our business manager to lower her monthly payment. Mr. [redacted] told her she could trade in her vehicle and approximately what she would need

for a down payment to get her the payment she was looking for. I would be glad to sit down with miss [redacted] myself to try and help her get into a vehicle with a lower monthly payment.

If she wishes to contact me directly I will try and do what I can for her.

Sincerely,

General Manager

Review: Multiple attempts to resolve and Engine light on issue with our car has not been resolved after $1500 of out of pocket payments and exhausting warrantee coverage on the vehicle. Service rep has assured us the problem was resolved and fixed, after driving 1/4 mile the and the engine light came back on. Not confident this service location is addressing and solving the problems with the car and merely building up the bill to collect warrantee monies and ours. We have longer letter available for your review which we are sending to Honda Corporate offices in [redacted] and the [redacted]'s Honda of Watertown with copies of bills and receipts if you so desire.Desired Settlement: We would like to have the car repaired to our satisfaction at another Honda dealership as we don't feel the [redacted]'s Honda of Watertown is resolving the problem. We want [redacted]'s Honda of Watertown or the Honda Corporation to pay the bill for repairs.

Business

Response:

To whom it may concern,

We understand Mr. [redacted]'s concerns with wanting his vehicle to be repaired correctly without coming to the dealership multiple times.

His vehicle actually produced two different codes both times it was in our service department and the last time we did work the service contract people

sent someone out to inspect the vehicle. It is unfortunate that Mr. [redacted] drove out and the check engine light came back on. We wanted to take his vehicle right back in

which Mr. [redacted] agreed to and then changed his mind and left with his vehicle. We do not want to charge Mr. [redacted] or the warranty company any more money, all we wanted to do

was inspect the work that had just been done. I would like the opportunity to have Mr. [redacted] vehicle inspected with it being overseen by our service manager [redacted] . Again, we are not trying to

charge any more money we just want the opportunity to make sure Mr. [redacted] vehicle is repaired correctly to it's specifications. I would ask that Mr. [redacted] contact me directly so that I can help resolve the issue

we are having with his vehicle. I look forward to hearing from Mr. [redacted] and helping resolve this issue.

Sincerely,

###-###-#### [redacted]

Review: We signed a contract with [redacted] at 401 dollars per month for a 2015 [redacted]. They generated the paperwork, registered the vehicle and we went to the car. The sales manger told us we needed to sign more forms. When we returned to the finance manager he said we had to sign new papers, they made a mistake on the price. I told them I wanted them to honor the contract, they refused. This was on 3/31/15. They said we would have to pay 429 a month. I want the signed contract honored. They took back all the paperwork. The car was registered and I have insurance coverage on it.Desired Settlement: We want the car and the contract honored. Also, a written apology

Business

Response:

To whom it may concern,

When Mrs. [redacted] originally came to the dealership she wanted a [redacted] that she was quoted $399.00 a month for. She agreed but unfortunately we could not get the interior color that she preferred. Mrs. [redacted] came back into the dealership and the only we could get the interior color she wanted was to get her a [redacted]. Same vehicle she first wanted but the interior would now be leather and the [redacted] would be $429.00 per month which Mrs. [redacted] agreed to. We brought the vehicle in for them and they came in for delivery on 3/31/2015. When the paperwork was printed out the business manager still had the same quoted payment in the computer on the [redacted]. Before Mr. and Mrs. [redacted] left the dealership the business manager realized the error and asked them back to his office to the do the paperwork on the [redacted] that they wanted and we had brought in for them. The business manager apologized for the error and wanted to print out the correct paperwork. Mr. and Mrs. [redacted] did not want to do the paperwork over at the original agreed upon price, so they left the dealership. A short time later they returned to get a refund of their down payment that they had given us. At that we returned their down payment to them and they left the dealership. I apologize that any error occurred when they were here but all we wanted to do was honor the original deal that was agreed upon but Mr. and Mrs. [redacted] did not want to. Please contact me if there is anything I can do.

Sincerely,

General Manager