Huggins Honda

October 4, Re: Mr [redacted] Honda Accord Complaint ID: [redacted] We as Huggins Honda certainly understand that purchasing a vehicle brings the ability to fulfill a want and/or transportation need We diligently work through each situation regarding the vehicle selection and finance options available to our customers We are currently in communication with the customer and working through the necessary requirements to secure financing of the selected vehicle It is our hope that Mr [redacted] can enjoy driving a vehicle from Huggins Honda in the very near future Sincerely, [redacted] Huggins Honda

August 16, We contacted Mr [redacted] and he has agreed to come to the dealership and discuss his pending issues with our General Sales Manager on Saturday, August 20, It is our hope that we are able to amicably agree on a solution and retain the customer’s relationship with Huggins HondaWSteven C [redacted] Huggins Honda

Complaint: [redacted] I am rejecting this response because: The day I took the car within the warranty period of years, service people told me that the battery is good and no need to replaceNext time I went on I agree there was no warrantyPregions visit they certified it was goodThey should what they said earlier.Also it took so long to get there response,and now you are giving me daysIs this fairRight now I am out of the country,from where I am responding to your e-mail Regards, [redacted]

Revdex.com: 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, [redacted]

Ms [redacted] is a valued customer and when visiting our service department she had a misunderstanding about the service contract coverage on her Honda AccordWe would invite a conversation about the visit as well as the communication she had with the service department which does not fully represent us In light of the situation we may be able to offer some assistance Regards, [redacted]

This letter is in reference to the above stated Revdex.com Case and to address the alleged concerns from the above stated customer.The above stated customer came into our facility on June 10, with concerns that the steering was “stiff” when turning as well as the engine was difficult to startThe above stated owner also requested an oil change during this particular service visit.A Huggins Honda service technician diagnosed that the power steering pump was leaking and recommended replacing the pumpIt was also diagnosed that the positive and negative battery cables were corroded and recommended to replace both of the affected cablesThe above stated customer authorized the both repairsThe responsible Huggins Honda technician verified and tested both repaired areas of the vehicle before releasing the above stated owner’s vehicle back to her possession.After the customer’s post-repair concerns were brought to our attention the service management attempted to contact the above stated owner on two different occasions and the customer returned our call on Friday, June 27, It was agreed to have the above stated owner bring the noted vehicle to our dealership to particularly address what was stated on the Customer’s Statement of the Problems as: “ still having trouble with [the] power steering and sometimes the car will not start.”As agreed upon, the noted vehicle was brought in on June 27, and the service management test drove the noted vehicle with the above stated owner and it was stated that: “it works great when driving [steering], it only seems hard [steering] when I am at a stop.” After test driving the noted vehicle, the power steering components (power steering pump, rack and pinion, and associated hoses and lines) were inspected by a Master Certified Technician and found no residual or leaksThe only item that seemed out of place was an aftermarket power steering hose clamp installed by an independent shop after the said repairs were completed on June 10, The aftermarket hose clamp was replaced with a Honda OEM factory clampThe above stated customer was present during the inspection and agreed with the service management that there were no leaks present on the power steering components and/or associated hoses and lines.The battery cables were also inspected and found all ends with no corrosion present, all cable ends tight and properly routedAnti-corrosive prohibitor was applied to the battery terminals to further prevent future corrosive build-upThe noted vehicle’s battery was also tested and shown to be good condition.During the visit on June 27, the above stated customer mentioned that something was replaced at the independent shop and declined to disclose what was either replaced or servicedIt was offered to refund any charges that were incurred to above stated owner that where attributable to the above repairs on either the power steering pump and/or battery cablesThe above stated owner declined the offer.The above stated owner indicated that she was satisfied with the explanations and attention to the stated concerns that took place on June 27, and no further actions were necessary.Sincerely,

Complaint: [redacted] I am rejecting this response because:I am requesting a new vehicle because I have lost faith in this process for this particular carShould Honda find the issue and fix it, I’m requesting a complimentary extended warranty warranty to insure I have no issues related to this come up when my factory warranty has expiredThis past Tuesday has made weeks since the Car has been in the shopI was told that a Honda engineer would be looking at my car this week, but that has not happenedI keep getting promises, but those promises are not being keptI’m thoroughly disgusted by the process as a customer of a brand new HondaI do appreciate your cooperation during this process and what I’m requesting may be out of your controlAs a veteran in a customer service oriented business ***, you all can do a lot better job at making this issue rightYou all have done what you can, but to make sure a customer has an excellent experience, more can be doneIt looks as though it will be a full month since having a car that I have to pay for even though it’s in the shopI find this troubling for a new car Regards, [redacted]

According to our records, the only times that the Mr [redacted] vehicle has been in for service is as follows: Date Mileage Concern(s) 22, Customer stated that it was necessary to jump start the vehicle Based on our test, the battery only had cold cranking amps, and recommended it to be replacedThe customer declined 19, The customer stated that the low pressure light was on We inspected the tires and found them to be at psiWe set them to the factory recommended pressure 15, The customer stated that the low pressure light was on We inspected the tires and found no leaks and set them to the factory recommended pressure 14, Performed an oil and filter service 9,Performed an oil and filter service 3,Performed an oil and filter service Based on these records and the statement from the customer, there were no service visit on which was also the day that the vehicle was purchasedOther than that latest visit, there was not mention of a battery failing American Honda’s Service Bulletin 88-page paragraph states: “Model Year and Later Vehicles – Batteries in model year and later vehicles are covered in full for parts and labor under the terms of Honda New Vehicle Limited Warranty for years or 36,miles, whichever comes first.” Unfortunately when the battery test failed on it was out of the year 36,mile warranty by days and not covered by the American Honda New Vehicle Limited Warranty Regards, [redacted] Huggins Honda Huggins Honda · [redacted] · Main [redacted]

We as a dealership endeavor that each used car purchase meets the customer’s wants and needs during the transaction.Throughout the process, efforts are made to listen to the customer’s concerns before and after the sale.When customers approach us regarding a concern of the purchase vehicle, all attempts are made to listen, understand, and come to an appropriate resolution.Communication efforts are always extended to the customer when they are dismayed about an alleged situation even to the point of listening beyond what is reasonable, based on the customer’s antagonistic disposition towards our sales and service employees and their managers.As noted through our discovery process, the customer concerns were expressed and attempts were made through the sales and service management to listen and work towards a resolutionDuring the conversations with sales and service management – all discussions were immediately ceased based on the customer’s unwillingness to dispel the aggressive and threatening discourse towards Huggins Honda and its employeesThe customer indicated that he has and will continue to disperse his intensified angst to online reputation websites concerning Huggins Honda.We provide the Carfax as represented to us from Carfax IncCarfax Incstates the following about the provided service; “Carfax Vehicle History products and services are based only on information supplied to CarfaxCarfax does not have the complete history of every vehicleUse the Carfax search as an important tool, along with a vehicle inspection and test drive, to make a better decision about your next used car.”As noted above, Carfax is only as accurate as the information providedIf any information and/or repairs are omitted from the Carfax it is neither the intent nor purpose of Huggins Honda to withhold or omit information to the customer.We would certainly welcome a conversation with the customer, but during such time would be only on the presumption that an amicable disposition would be represented while an effort to listen to the alleged concerns on the above stated vehicle are presented.Sincerely, [redacted] Huggins Honda

Customer: *** *** *** *** *** *** *** *** *** *** *** Vehicle: Honda Civic Sedan VIN: *** We appreciate Ms*** loyalty and would regret losing her as a customer. When a customer is financing a vehicle, we
endeavor to guide each person through the process in a way that is transparent, enabling them with accurate information to make an informed decision. The lending institutions are the sole provider for each loan and set in place the approval and/or conditions for that particular loan in order for the customer to make a knowledgeable decisionHuggins Honda does not create or establish the rules and polices for the lending institutions. The credit rating and risk analysis plays an important part in any equity situation. We will be reaching out to Ms*** to see what we can do in providing a possible solution to her transportation needs. Sincerely, ** *** *** Huggins Honda

Please see the attached

October 27, 2016Re: Complaint #*** We stand by our decision in response to the complaint on Ms*** ***. Regards, ** *** ***

Complaint: ***
I am rejecting this response because: I did not threaten anyone in fact I had to ask the used car manager not to yell at me yes I am unhappy with the level of service the car had before I purchased it and even after I took it back and ask them to do it again items that werechecked off on the service inspection were not completed I don't find that acceptable ,The car fax said the service was done on the car when it was not .I took the car to the service dept because hood would not open they refused to service my car said used car manager had to approve ( car is still in warranty )/I went back to talk to used car manager about the hood told me he cant help me because of the reviews I posted on the service dept at that point he refused to help me anymore what more could I doI did not refuse any offer to help.I took the car to the body shop Huggins Honda uses I ask them to give me a not to exceed quote to repair the car $ 1681.00 they said the car was not repaired right and that after market parts were used and did not fit the car properly and an inspection should have caught this .If Huggins Honda has refused to help with this issue and all the cost are mine then I wish to leave this complaint filed and open as unresolved I want to make sure this complaint is filed and public information I also ask State Farm to check the history of the car to see if any insurance claims were filed on the car so we can find out why it was not documented on Car fax .Used car manager even told me fax was a waste time and not correct .The moment I had an issue with something the tone of everyone was just like the tone of the reply from Huggins Honda I am just a trouble maker .If Huggins Honda wants to talk about this issue then I am open to do so .
Regards,
*** ***

Revdex.com Corporate Office *** *** *** *** ***
*** *** *** Customer Concern ID *** This is in response to a concern listed from Ms*** In the statement of the problem, Ms*** states that the transaction was contingent on her securing financing
and full coverage insurance. She also states that the agreement was for fifteen days from date of signing it on The Conditional Delivery Agreement that was signed by the above stated individual indicated that there was insurance coverage through Allstate with the policy number providedThis critical information was misrepresented to Huggins Honda by the above stated individual in that it was expired and no longer valid. The Conditional Delivery Agreement clearly states that this agreement may not exceed days and not having up to days to meet the requirements of the lender The Agreement to Provide Insurance Form from the financial lender that was knowingly and willfully signed by the above stated individual states on July 15, that full comprehensive and collision insurance coverage must be promptly delivered within three (3) days to Huggins Honda. The above stated individual had until July 18, to secure the necessary insurance We contacted Ms*** on July 18, at 8:30pm via email in which the above stated individual had not provided us proof of the necessary insurance required. It was indicated on this email that we communicated with the new insurance company and they emailed us in return stating that only liability insurance was in effectWe also told the above stated individual to call us as soon as possible through the same email We even pushed a text message to Ms*** on July 18, at 9:24pm repeating the same message as the email with all the necessary contact information. We pushed another text message on July 19, at 4:48pm to the above stated individual asking for the necessary insurance. None of the communication efforts including phones call were answered or returned The lack of the necessary insurance coverage prevented financial funding for the vehicle and the lapse in in communicating with the dealership personnel, left Huggins Honda with no choice but to retrieve the vehicle A refund of $was credited to Ms*** on July 24, at 11:24amA total of $was deducted from the initial $deposit only for the vehicle recovery fee It is with the greatest regrets that we could not resolve Ms***’s transportation needs. We make every effort to work with all individuals to navigate the necessary requirements for financing a vehicle of their choosing ** *** *** Huggins Honda

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and I am willing to let them attempt to come up to a resolutionI will await to hear from them
Regards,
*** ***

October 4, 2016     Re:          Mr. [redacted]                 2011 Honda Accord...

                Complaint ID: [redacted]   We as Huggins Honda certainly understand that purchasing a vehicle brings the ability to fulfill a want and/or transportation need.  We diligently work through each situation regarding the vehicle selection and finance options available to our customers.   We are currently in communication with the customer and working through the necessary requirements to secure financing of the selected vehicle.   It is our hope that Mr. [redacted] can enjoy driving a vehicle from Huggins Honda in the very near future.   Sincerely,  [redacted] Huggins Honda

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
My wife's full Name is [redacted], we were just married in July so you might have it on file as [redacted]

We as a dealership endeavor that each used car purchase meets the customer’s wants and needs during the transaction.Throughout the process, efforts are made to listen to the customer’s concerns before and after the sale.When customers approach us regarding a concern of the purchase vehicle, all...

attempts are made to listen, understand, and come to an appropriate resolution.Communication efforts are always extended to the customer when they are dismayed about an alleged situation even to the point of listening beyond what is reasonable, based on the customer’s antagonistic disposition towards our sales and service employees and their managers.As noted through our discovery process, the customer concerns were expressed and attempts were made through the sales and service management to listen and work towards a resolution. During the conversations with sales and service management – all discussions were immediately ceased based on the customer’s unwillingness to dispel the aggressive and threatening discourse towards Huggins Honda and its employees. The customer indicated that he has and will continue to disperse his intensified angst to online reputation websites concerning Huggins Honda.We provide the Carfax as represented to us from Carfax Inc. Carfax Inc. states the following about the provided service; “Carfax Vehicle History products and services are based only on information supplied to Carfax. Carfax does not have the complete history of every vehicle. Use the Carfax search as an important tool, along with a vehicle inspection and test drive, to make a better decision about your next used car.”As noted above, Carfax is only as accurate as the information provided. If any information and/or repairs are omitted from the Carfax it is neither the intent nor purpose of Huggins Honda to withhold or omit information to the customer.We would certainly welcome a conversation with the customer, but during such time would be only on the presumption that an amicable disposition would be represented while an effort to listen to the alleged concerns on the above stated vehicle are presented.Sincerely,[redacted] Huggins Honda

Please see the attached response. [redacted]Huggins Honda

August 16, 2016   We contacted Mr. [redacted] and he has agreed to come to the dealership and discuss his pending issues with our General Sales Manager on Saturday, August 20, 2016. It is our hope that we are able to amicably agree on a solution and retain the customer’s relationship with Huggins...

Honda. W. Steven C[redacted] Huggins Honda