Hugh White Honda

In the interest of Customer satisfaction, The New car manager worked with [redacted] to return the Pilot EXL Purchased Jan On Wednesday January they took delivery of a Pilot EXL with Honda Sensing Package This customer is now happy.Don S***

This complaint has been resolved See below [redacted] Sent: Thursday, November 30, 4:PM To: Chris S [redacted] Subject: Re: Hugh White Honda - E-Store Order INVOICE Hi Chris, Thanks you for explaining the situation to meI was not aware of the delivery attempt or the fact that I was never charged for shipping, even though the website total still showed as if I didIf you would be willing to make one more delivery attempt, it would be greatly appreciatedLeaving it outside the front door would be enoughMy wife won't be home until late this evening so if you would be willing to have someone drop it off tomorrow, that would ensure that she is present and able to receive it instead of having to leaving it outsideLeaving it outside the door is fine as wellI know the mailbox situation gets a little confusingIf someone does come to drop it off, my apartment is all the way down and to the leftIt's should be one of the last three entryways before you start getting turned aroundThanks you for getting back so quickly ChrisI had no idea why this situation happened in the first place, but now it's all starting to fall into placeSincerely, [redacted] On Nov 30, 2017, at 22:07, Chris S [redacted] wrote:I apologize [redacted] my email attachment did not come thru first email Here is your invoice copyThank you, Chris S [redacted] Parts ManagerHugh White Honda [redacted] OH ***PH: ###-###-####FX: ###-###-####EMAIL: [redacted] From: Chris S [redacted] Sent: Thursday, November 30, 12:PM To: [redacted] Subject: Hugh White Honda - E-Store Order Hi Mr***, I hope this email finds you well I am the parts manager with Hugh White Honda and have been made aware of a miscommunication error on some accessories you had ordered thru our Honda E-store in October The order you had placed you had marked for having us ship the items to your [redacted] , OH address When we received your order, we processed an invoice for the parts only including tax, for a total of $ I have attached a copy of the invoice to this email with credit card slip from 10/3/ At that time you had not been charged any shipping Our E-store is a Honda program that Honda processes orders for customers and forwards customer and part info to us here at the dealership When you called in to check about your order we realized the delivery issue and made you aware we would be shipping it out ASAP Our counterperson then logged into our E-store to find your credit card information to charge the remaining shipping balance Unfortunately after business days the credit card info is erased by American Honda for customer safety and we were unable to process the credit card We did attempt calling you several times with the phone number listed on the E-store but the phone number stated you weren’t available and voicemail had not been setup I regret that we didn’t email as an alternate line of communication and I’m not making an excuse on my behalf I will bring to light that we did attempt to go the extra mile, our counterperson attempted an in person delivery to the shaddress on the E-store in [redacted] When he arrived the type of mail boxes at your residence were cluster type mailboxes unable to accept a package of this size He returned back to our dealership with your parts because we were unable to deliver that day safely I currently still have the accessories here saved under your name May we make another attempt to deliver them to you FREE of charge? Is there an alternate location we may leave the package? Thank you for taking the time to reach out to us, and I apologize for your frustration with the communication Please confirm with what you would like us to do for you sir my direct line for my office is ###-###-#### Chris S [redacted] Thank you, Chris S [redacted] Parts Manager

The dealership was made aware immediately of the mistakesI called and sat in the office multiple times waiting on a reasonable resolutionI only spoke to the General once and I emailed him because the sales rep advised me to and provided me with the proper email addressThe General Manager never responded to the emailAlso my son and daughter is a witnessMy daughter drove the Toyota to the dealership as requested to submit for trade inMy son also communicated with sales rep via phone, he said everything was out of his hands and it was up to the General Manageri will try to copy and paste messages between me and sales repAlso I will get phone records of him many times I called the dealershipAlso I went to KeyBank because it was financed thru them...spoke to Branch Manager they were shocked that they wouldn’t take the vehicle back because certainly it has been done beforeSo what’s so different about meI went to Carmax because the dealership recommended that I go there to try to sell the brand new vehicle to themI would have taken a loss of 7kplus on a brand new vehicleI worked with [redacted] He thought it was unfair and unethical that I was being singled out and treated this wayThe finance office there advised me to call Better Business, Attorney General or the local news channelThe dealership gave me several excusesThe sales manager advised the salesman to go find the vehicle I desired ...They changed their minds after they spoke to the GeneralI was advised everything had to be approved by General Manager

HiI have no record of [redacted] ever applying for a loan His wife [redacted] did fill out a credit application, and sign it on 3/7/ I am not scanning and including it due to privacy reasons She presented a letter from [redacted] credit union saying she was approved We have a dealer agreement with ***, so we would normally send in the applicant info to ***, and print out the loan documents at the dealership [redacted] turned them down due to Bankruptcy,which was odd since she had a letter We sent this customer to two additional places, which also turned them down for the same reasons.We decided to send this customer in direct, and they were able to get a loan [redacted] talks about "other Dealerships" seeing credit inquiries? Not sure if they pulled an inquiry after we did.Attached find an informational letter from Experian Credit Bureau It explains that multiple credit inquiries due to one Auto Loan transaction over a day period does not impact your credit score

The car has been repaired and returned to customer at no charge

Dear Sirs, Mr [redacted] did want to buy a Odyssey back last December We did not have Mr [redacted] sign a Buyers Order, and no manager signed off on holding this unitI will note that if we would have signed a Buyers Order We would have also asked for a deposit to hold this unit We did notI did tell Mr [redacted] that I would help him on the price of another unit, if he wants to look on our web siteHe is a good customer, and I have authorized my service advisors to help him including discounting his service bills, and some goodwill work, which has added up on his Odyssey Van over the yearsI have a Odyssey Touring (stock# [redacted] ) that I we can sell for $17,plus tax The Odyssey Mr [redacted] wan***, was priced at $19,plus tax This is a new trade in unit, and a good dealI can also offer a Odyssey EXL for $17,plus tax (Stock # [redacted] ) Both of these vans will be serviced this week and should be ready for sale sometime later next weekI may note that I am the Dealer Manager of Hugh White Honda for the past years I am the Dealer Manager of record for American Honda Motor Co., and the Revdex.com for years Best Regards Don S [redacted] General Manager Hugh White Honda

Early last week, My Used car Manager told this customer to go to [redacted] Ford and see [redacted] to let their tech look at the AC

Dear SirsMs [redacted] purchased a Honda CRV EX-L on December 28, from Hugh White Honda Our salesman, MrJoey M [redacted] , Jr., at the time of purchase reviewed the features of the vehicle According to MrM [redacted] , during the review Ms [redacted] mentioned that she would like to have the navigation feature MrM [redacted] informed her that the model she was purchasing did not have navigation, but did support Apple Play Ms [redacted] replied that she was familiar with Apple Play navigation because she worked at Verizon.During the sale process, our salesman inquired whether Ms [redacted] had a travehicle that she would like included in the deal He was told by Ms [redacted] that her Toyota Tacoma was not being traded-in, but would be driven by her son who was going to make the payments.Ms [redacted] purchased the Honda CRV EX-L and left the dealership a satisfied customer.Days later, after taking delivery, Ms [redacted] disclosed that she had changed her mind regarding her Toyota Tacoma and would like to trade it inThe dealership could not offer her enough for her Tacoma to cover her payoff amount Ms [redacted] then decided she wanted to return her CRV EX-L.Ms [redacted] spoke with the New Car Manager on January 2, requesting to return the car due to lack of the navigation feature MrH [redacted] reminded her that the salesman had reviewed this with her in detailHe then offered to upgrade her vehicle to the model including the navigation feature pending bank approval of a higher payment for the more expensive CRV EX-L Ms [redacted] wanted nothing to do with this solution.MrH [redacted] explained that it was not possible to return a purchased vehicle just because she had changed her mind Ms [redacted] became upset and insisted, “ I know you can do it because I drove a car for a month and Toyota let me return it.”It is our belief that Ms [redacted] did indeed know that the model CRV EX-L she purchased on December 28, did not include the Honda navigation feature as it was discussed in detail at time of purchase.We also believe that Ms***’s reason for wanting to return the vehicle is because she is facing a financial situation of two car payments The deal with her son to make payments and drive the Tacoma must have fallen thruHugh White Honda has not done anything wrong, and by Ohio Law, there is no cooling off period where a vehicle may be returned

Hi On my reply of October 28 2015 , we stated that this vehicle was towed in. The first thing we found not allowing the car to start was a bad Ignition switch. We repaired this, and found a second problem which [redacted] declined work. This problem appeared to be a bad shifter cable. which would need confirming. A shifter cable is $95 plus labor of $510. for a total of $610. if it was a Shifter base unit, it would be about $10 less ($85 for the part) I offered 20% off of this work in my October 28th reply, for a cost of $484 plus tax. Since [redacted] said she has paid $1154 to fix this...I have agreed to refund the requested 20% of what [redacted] paid us for the Ignition switch replacement. I have signed a check today for $127.53, and it will be mailed Thursday 11/19/15 Attached is the October 28 letter sent to the BBB which they said they accepted and closed. I have now updated their file also.Best regards,

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meThey were very helpful in a tough situation and I appreciate their service greatly

I am rejecting this response because: MrS*** is not being honest with the Revdex.comWhen we went to Hugh White Honda on Saturday, December 23, to purchase the Honda Odyssey Touring Van (stock # ***, Mileage: 50,Miles, Exteriorthere was nothing that he could do to sell it to us because he is not allowed to sell the Odyssey to us because of the recall"MrJ*** said that Honda currently does not have a fix for the problem and that it would probably take until March before the recall is repairedWe then told MrJ*** that we would wait for the recall to be repaired and that we look forward to hearing from him in March when the Honda Odyssey Touring is ready for us to purchase itMrJ*** assured us that as soon as the Odyssey recall was repaired he would give us a callIf I was told on Tuesday, December 19, when I went up to Hugh White Honda and met with MrJim J*** to test drive the Honda Odyssey Touring that there was a recall on the Odyssey, I would not have given MrJ*** my private information to get financially approved for the vehicle. Why would we get financially approved for a vehicle that we were not going to be able to purchase and take home with us? Why were we not allowed to purchase the Honda Odyssey Touring on Saturday, December 23, that Huntington Bank Financially Approved us to purchase if there wasn't a recall issue? MrDon S***'s two offers below are an insultWhy would we want to purchase the Odyssey Touring (stock #***,) that has 116,Miles on it for $17,plus tax and the Odyssey EXL for $17,plus tax (Stock #***) that has 92,miles on it (Which both of these Odysseys have been on Hugh White Honda's Web Site for quite some time now and are not new trade ins)The Honda Odyssey Touring Van (stock # ***, Mileage: 50,Miles, Exterior Color: Silver, and VIN:***) only had 50,Miles on it that we were financially approved to purchase and tried to purchase on Saturday, December 23, 2017, but was told we were not allowed to purchase it due to the recallSince MrDon S*** is making these offers, does that mean that there is a fix now for the recalls on the thru Honda Odyssey's and have all repair issues been made to the thru Honda Odyssey's? We’re not sure what MrDon S*** is talking about regarding helping us with discounting our service bills, and some goodwill work on our Honda Odyssey EXLOur complaint is not in regards to our Honda Odyssey EXL, so were not even sure why that is even being mentionedIf this is how MrDon S*** treats his Good Customers, then I would hate to see how he treats his customers who he doesn't deem good! We have talked to Huntington Bank regarding providing documents for the approval and they said that it was all done electronically and that we were approved for the asking amount of $19,that Hugh White Honda's Used Car Salesman Jim J*** requestedHonesty, Integrity, and Trust are important qualities a Business and People should always have and practice with their customersHaving a customer get financially approved for a vehicle (which put inquiries on their credit) and then selling the vehicle to someone else without letting them know is dishonest and unfair business practices.Our Desired Resolution is that we would like to speak with the owner of Hugh White Honda (contact information: Name, Phone Number, and email address)It appears that MrDon S*** is not willing to give the Owners information to the Revdex.com either. Sincerely,*** * *** *** ***

HiAs I stated before Hugh White Honda does have a signed Credit Application from *** *** It is attached I blocked the Social Security and Birth Date for privacy reasons Proof that you were applying is this signed Credit app;lication

I called *** *** on 7/17/2:20pm. As a matter of customer good will, Hugh White Honda will credit *** the value of a two wheel drive Pilot from a four wheel drive Pilot. My salesperson denies saying if this vehicle was 2xor 4x4. The Manheim Auction
report says that Average retail on a 2WD is $14,200. It says $14,is the value of a 4x4. I agreed to let *** pay $less to Hugh white Honda. *** owed $down payment, and now owes $1550. Also as good will Hugh white Honda will pay $for new floor mats

I am rejecting this response because: the car is still leaning and air condition works intermittently a/c issue has not been resolved however the brakes were fixed.I rejected their response before for the same matter and issues Each time I take the car to get fixed, for some reason the only thing they look at is the A/C In my complaint I described the issues that needed to be resolved As of today the only thing that has been fixed are the brakes The used car manager did put me in contact with Mr*** at the Ford dealership and I have made an appointment to have car fixed with him However the only thing that Mr*** is aware of is the A/C My reason for even filling complaint is because I went through this same issue before I filed complaint,only focusing on a/c when me and used car manager agreed that these things were the issues to be addressed There were other issues but these are the things we settled on Again I will have to take my vehicle to the other side of town and leave it for undetermined amount of time and this is my only vehicle now since my other vehicle was totaled on July 4, I think I have been extremely patient in trying to get this resolved Again this is unsatisfactory To finally resolve this complaint The following things need to be resolved:The leaning of the vehicle which affects the ride of this car vehicle pulls and leans to right sideThe A/C which works intermittently on very hot days.Hope to have this resolved soon

the car is still leaning and air condition works intermittently a/c issue has not been resolved.  however the brakes were fixed.  Have been in touch with Max who has been more than willing to help resolve, just dont think repair is going in right direction.

Complaint: [redacted]
I am rejecting this response because:My wife stated she did not want her credit ran, so our salesman stated that they have everyone fill that out for customer information and assured her it wasn't for credit.We then again later stated not to run the credit so he said OK, we wont since yo already got a good deal.  Obviously Hugh White doesn't know how to take No for an answer.  A verbal No is still no.

Honda was diagnosis as having a bad ignition cylinder. The shifter was bad and if this was fixed first, I wouldn't have to replace cylinder They got money out of me that was unessary. Every problem should of surface during the diagnosis.I want part of my money refunded!  Steven S[redacted] is a liar.

Dear SirsMs. [redacted] purchased a Honda CRV EX-L on December 28, 2017 from Hugh White Honda.  Our salesman, Mr. Joey M[redacted], Jr., at the time of purchase reviewed the features of the vehicle.  According to Mr. M[redacted], during the review Ms. [redacted] mentioned that she would like to have the...

navigation feature.  Mr. M[redacted] informed her that the model she was purchasing did not have navigation, but did support Apple Play.  Ms. [redacted] replied that she was familiar with Apple Play navigation because she worked at Verizon.During the sale process, our salesman inquired whether Ms. [redacted] had a trade-in vehicle that she would like included in the deal.  He was told by Ms. [redacted] that her Toyota Tacoma was not being traded-in, but would be driven by her son who was going to make the payments.Ms. [redacted] purchased the 2018 Honda CRV EX-L and left the dealership a satisfied customer.Days later, after taking delivery,  Ms. [redacted] disclosed that she had changed her mind regarding her Toyota Tacoma and would like to trade it in. The dealership could not offer her enough for her Tacoma to cover her payoff amount.  Ms. [redacted] then decided she wanted to return her CRV EX-L.Ms.  [redacted] spoke with the New Car Manager on January 2, 2018 requesting to return the car due to lack of the navigation feature.  Mr. H[redacted] reminded her that the salesman had reviewed this with her in detail. He then offered to upgrade her vehicle to the model including the navigation feature pending bank approval of a higher payment for the more expensive CRV EX-L.  Ms. [redacted] wanted nothing to do with this solution.Mr. H[redacted] explained that it was not possible to return a purchased vehicle just because she had changed her mind.  Ms. [redacted] became upset and insisted, “ I know you can do it because I drove a car for a month and Toyota let me return it.”It is our belief that Ms. [redacted] did indeed know that the model CRV EX-L she purchased on December 28, 2017 did not include the Honda navigation feature as it was discussed in detail at time of purchase.We also believe that Ms. [redacted]’s reason for wanting to return the vehicle is because she is facing a financial situation of two car payments.  The deal with her son to make payments and drive the Tacoma must have fallen thru. Hugh White Honda has not done anything wrong, and by Ohio Law, there is no cooling off period where a vehicle may be returned.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. They were very helpful in a tough situation and I appreciate their service greatly.

In the interest of Customer satisfaction, The New car manager worked with [redacted] to return the 2018 Pilot EXL Purchased Jan 13 2108.  On Wednesday January 17 they took delivery of a Pilot EXL with Honda Sensing Package.  This customer is now happy.Don S[redacted]