Honda Universe

Review: I am frustrated and very disappointed with the customer service experience I have received at the Lakewood, NJ Honda Dealership regarding my past visits for a simple oil change... The first time in June 2013 and now again November 2013. I went in for a simple oil change , not a problem with my car at all... After 45 min of working on my simple oil change, the service attendant came out about 5 min. before they finished the oil change and was very adamant that after working on my car now for the last 45 min. they now discover that my oil plug was stripped and leaking oil!!!! Really!!! So you mean to tell me, a Honda mechanic doesn't realize if there really is an oil leak as they stated, wouldn't a mechanic notice that as soon as he started working on my vehicle, not 40 min. later into the service!!!!! I called for a scheduled oil change, before going to this Honda dealer in Lakewood, I NEVER had problems with any leakage at all!!! I requested the service dept. give me back the oil plug that they said was stripped and causing the leaking... Amazing, there is nothing wrong with the plug at all!!!! They are liars and take advantage of their customers! I have had it serviced before from a competent mechanic of 20 years, never had a problem. It has been a night mare and I am still trying to get my car fixed by the it mechanics at this dealership! Even the customer service rep. at the 800 # corporate customer service wasn't helpful, he was condescending and very rude!

What kind of customer service is this! The 800 customer service is a joke! Horrible!

[redacted] 12/8/13 6:30PMDesired Settlement: Repair the damage that is causing the LEAK, that I never had before I serviced my car at that dealership

Business

Response:

To

Whom It May Concern:

On

06/28/13 Ms. [redacted] brought her 2007 Civic in to our dealership for an oil

change. She had a coupon from another dealership stating $19.99 for an oil

change. We honored the coupon as we normally do. Please note: This was the

first time Ms. [redacted] brought her vehicle to us. At that time the vehicle had

89,356 miles on it. I’m unsure who or where any previous services had been

completed as this was the first time we had ever had the vehicle in our service

department. During this visit on 06/28/13 we spoke with the customer about the

drain plug and fitting in the oil pan, how it was stripped and in need of

replacement. The customer declined any repairs; we completed the oil change and

noted this on the repair order. During our active delivery and after completion

the customer signed the repair order. On 07/08/13 we received a call stating

that the vehicle was leaking oil. We then had the customer return for a repair

that they were not charged for. The repair consisted of an insert installed to

compensate for the insufficient treads on the oil pan. This repair is common on

vehicles of this year and mileage although not a permanent solution. We also

refunded the money for the previous oil change. Again at this time we stated

that the oil pan would eventually need to be replaced. Our suggestion was

declined. On 11/18/13 Ms. [redacted] returned

to our dealership. At this time the vehicle had 95,169 miles on it. It was

again documented and presented that the vehicle was in need of an oil pan,

gasket and drain plug. Again the customer declined this repair. The total for

the repair would be $590.00 + tax. We would be more than happy to cover the

repair as a Goodwill gesture. We feel this would be a sufficient compromise at

this time. Thank You

Parts

& Service Director

Honda

Universe

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.

Review: Honda Universe sent us a letter regarding a "key for Key exchange program", where you are able to trade in your current lease earlier and receive a new vehicle in "exchange". When we called to inquired about the program, we provided them with the information of our current vehicle including approximate mileage, year and model and number of months remaining on our current lease. They claimed that we should come down to the dealership since we are eligible for the program. In addition they quoted me a new lease price including taxes, with no money down and no up front fees or bank fees. I called twice to confirm the price quote, and they called me back once to confirm price quote, by a manager. The price quoted was less than my current payments and was for the same model vehicle I currently have, just a new 2014 model. Once I went down to the dealership, they looked at my car, said it was in excellent condition and low mileage. However, they said that the trade in program is really only for customers with 4-6 months remaining on their current lease. Since my lease had 15 payments left, the buyout was too high. I told the representative all that information PRIOR to going down and Honda Universe was the one who originally contacted me, knowing what my current lease status was. They offered me a product first by mail and then over phone knowing all my information. Once I went down to the place, they told me they could not validate it since my buyout was too high. If that was the case, they should not have contacted a customer who has so many months remaining on their lease. Furthermore, once we called for more information they should have been upfront on the phone and told me they could not do something for me if I had so many months remaining. This entire ordeal discredited the whole dealership for false advertisement and customer service.Desired Settlement: I would want Honda Universe to honor their initial quote they gave me on the phone, twice:36 month lease with 12,000 miles per year on a 2014 Honda Odyssey EX, color of my choice, for $ 279.00 a month, including all applicable taxes, with no money down, no bank fee or other upfront fees, just sign and pay $ 279.00 a month

Business

Response:

I would like to first apologize for the misunderstanding.... The key to key mailer is design exchange the customer from one vehicle to another one. This program is not design to keep the customer payment the same... I'm sorry that someone told the customer that but there is nothing I can do about it... The customer shopped us with a trade and without a trade which in turn was giving two different answers. This could be the mix up with the customer.

Consumer

Response:

I am rejecting this response because:

The manager is twisting around my complaint. I sent a complaint because I specifically called about the key to key exchange program and was told I was eligible for a trade in. furthermore, the attached letter specifically states they can put you into a new vehicle at the same price you are currently paying. If I was not eligible they had no right to contact me, and call me back into their dealership to examine my car. I specifically asked about my current lease and what they would trade me in for and at what price. I was quoted that they could trade my car in and put me into a new model for a better price, with no money down and no additional fees. They falsely advertised a program and then lied to me on the phone when I inquired about it. I specifically told them the details of my current lease, and they told me I still qualify. In addition, when I went down there, after calling the financing company they claimed by buyout was too high, but on the letter they said I prequalified for up to $ 60,000. My vehicle is not even worth that much new! Yet they still contacted me by mail and lied to me on the phone. False advertisements and deceitful salesmen. The entire Honda Universe dealership should be discredited, I was completely disappointed and disgusted with the whole ordeal. When I dealt with a different competitor Honda dealership for my current lease, I was very happy with the service and honesty. they told me upfront everything, they did not lie or con me into visiting their dealership, which is 30 minutes from my home. Honda Universe's behavior was unacceptable and deceitful. I am very unhappy with their service and would not trust them.

Review: traded in [redacted] on Sept 7, 2013. Dealer could not do paperwork due to computer problems.

Went back on Monday Sept 9 for paperwork of new lease of 2013 honda and sale [redacted] told they can not pay me $25000due on trade until paperwork was approved by bank.

On Thursday Sept 12 Salesman [redacted] tells me manager [redacted] signed paperwork incorrectly and I needed to return to dealership to sign new forms.

Went back that afternoon and saw [redacted] and signed new forms. After went home [redacted] left message on home answe rmaching she again gave me wrong paperwork to sign and I need to retuen.

I called and spoke with Finance Manager [redacted] OR [redacted] and after a discussion he said he would send a person to my home to sign correct paperwork for third time.

He did and I signed again.

I called sales man on Monday Sept 16 and asked what was going on and where my check was and that they still have my [redacted] they did not pay for. He knew nothing and said he would look into it.

Left me a message that paperwork went to the bank today and when approved I would get my money.

I called manager Mr. [redacted] at the dealership and re explained my issues and sid if I ranmy businees this way I would be unemployed. He proceeded to berate me about my finances and my credability to shut me up and no money would be forthcoming until bank approved new lease. They have my car and I can not even resinde the deal and get my money back.

A bunch of unprofessional crooks.Desired Settlement: I want my car back and I want to get out of this new lease.

Business

Response:

I spoke with the customer and told him that his check would be ready today. I explained to the customer that his check would be cut after the bank fund us our funds. If for any reason he doesn't pass his customer interview and the bank doesn't pay us we would be out of the 25000 and the cost of the car.. I think we done everything possible to make this customer happy. This is after the custmer be little our finance manager.

Business

Response:

The customer picked up his check on 9/18/2013 first thing in the morning. I understand the customer being upset but he also should understand there are polices that we go by.. He runs a company also and I'm sure he would have don't the same.. Here at Honda universe we are very sorry if we inconvenience him...

Consumer

Response:

Review: [redacted]

I am rejecting this response because: no one ever called me from the dealership to tell me the check was ready.

I took a shot and called the receptionist and found out the check was there.

That was also a nasty experience as she just threw the envelope at me!

The check was back dated to 9/13/13! Interesting!

Mr. [redacted] said I run a business and should know there are rules to follow, very true but I own up to my errors the first time. These people just keep making error after error that delayed me getting my money.

All the dealerships I have spoken to since said I was dealing with a 3rd rate dealership that is why I had to wait for the money and all the errors that were made.

I never had to wait for a check in the past when I dealt with first class dealerships were I sold them my car and leased a new one.I was paid at the same time when a the paperwork was done.

I will never use this dealership or will I recommend them to anyone.

I have 3 other cars to be bought for my family members in the next month. I will go elsewhere!

Buyer Bewhere!

Regards,

Review: [redacted] the Manager did not honor price quoted over phone. Classic bait and switch. Salesperson a

[redacted] admitted they lie to get you in the door and increase price when you arrive. [redacted] the manager asked for another 875 to close the deal.Desired Settlement: Deliver on written estimate.

Business

Response:

I explained to the customer that we a price is giving out from our Business Development Center which is in a different location that we try our best to honor the price. The price the this customer receive was without taxes. I ask if the customer would pay and she replied to me in a very loud and rude voice no. At the point in time there was no reason for me to keep trying to explain and bend over backwards for the customer. Here at Honda universe we try our best to make every deal and sometimes we just can't.

Review: On or about 3/1/14 I walked into Honda Universe in Lakewood NJ We walk in asking to see CPO minivans. [redacted], salesman shows us a couple once we saw the one that we wanted we drove it and noticed a couple different issues in the van. The first thing that we noticed was that the radiators overflow didn't have anything in it, when the manual clearly says that there should be liquid in it ([redacted] said not needed). There was an issue with a noisy power steering and a broken 3rd row seat all which [redacted] said that it would be taken care of. We sit down to negotiate the price and $2,500 more is being added on to the sticker price so it can be certified. Since we complained about it they didn't charge the additional money. It was a Saturday and I was told that my husband could go to work because the car was going to be under my name only, they would fix the issues that day and I would be able to take the car as well that day. After several hours there was no 2nd key, seat was still broken and power steering wasn't looked at. They asked that we come back that next Thursday to get the issues fixed Also after the temp. paper mat was worn out, I noticed the floor mats were worn out and didn't belong to my car. My husband had to come back losing out on overtime from work. Part of the power steering noise was taken care of that 1st visit, but nothing more. We had to return another couple of times, before today that last time that I was @ the dealer was on 3/22/14. [redacted] the used car manager requested that we give them another week because a part was coming from snowed in NY, I said that we would come back in 2 weeks. Yesterday I call Peter he said [redacted] was off and would have him call me today 4/2/14; since there was no call I go to find out what is going on, and I was told to wait about another week or so, [redacted] has already left for the day and hadn't called me then today they say that the seat is coming from Florida really?? Why so many lieDesired Settlement: A certified pre-owned honda should have mats that aren't worn out and belong to that type of vehicle I want the 3rd row seat to be replace and page #2 of the 150 point check list These are all items that he was informed about I bought the car under the promise that everything would go smoothly and all would be fixed. If they can't keep up with their end of the deal then they should by the vehicle back I also would like in writing everything that has been done on the car Anytime any type of service is done the owner should get something in writing as too what was done and they don't do this Why not I don't know why, but that seems very fraudulent Do they just don't want all the issues document because of the lemon laws and consumer protection laws? I should have to take time out of my busy life and schedule to fix things that should of be right from the beginning I should also not have to call and babysit these people or tell them how to do their job with customers&how to show respect.

Business

Response:

The customer was notified that the floor mats and the seat was ordered... Even though new mats are not required we informed customer that we will give them new floor mats when the seat come in... The dealership never had problem fixing the customer issues..

Consumer

Response:

Review: [redacted]

I am rejecting this response because: that is exactly the problem I was told that the seat was ordered. Initially I was told that it would of been fixed the day that that I was buying it. Then I was told that it was going to be fixed at a later date but that happen several times, each time promising a different date. On more than one occasion it was coming from a different part of the U.S.. One day it was coming from Florida then another time it was coming from snowed in up state NewYork. Then regarding the mats when you buy a certified pre-owned car the least you can expect are mats that aren't worn out and that belong to the type of car your buying not mats that belong to another type of vehicle. Car was sold on pure deception. If I would of known that it would of taken this long, over a month and several trips down to the dealership I would of bought another car that was ready and most likely another dealership.

Regards,