Leesburg Automotive

I fully understand that accusations are sometime made in frustration in an attempt to bully and intimidate a business to quickly accomodate a solution I will not take it personally or fall victim to such accusations My sole interest is in making our customer happy With that said, please understand that we deny any allegations of wrongdoing or misrepresentations regarding the battery Moreover, the error code that ** [redacted] refers to is indicative of a variety of potential issues that are not covered by warranty However, in an attempt to keep ** [redacted] as a long term customer, I am willing to split the cost of the IMA battery, 50/50, as long as the work is performed at AutoNation Honda As part of this agreement, I ask that ** [redacted] refrain from any further damaging remarks that could hurt the reputation of this business and damage the career of the sales associate Please allow me the courtesy and the opporutnity to retain one of our good customers [redacted] General Manager Autonation Honda Dulles

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The response from MrK [redacted] includes completely statementsThis dealership continues to lie to oversight agencies and to customers about their actions (and inaction)We still do not have license plates, or title to the car, or any proof that MrK [redacted] has taken any action to resolve the matterHis response to Revdex.com, blaming the delay upon the title agency and/or DC DMV, is untrue, which makes us doubt that a resolution is nearSince filing original complaint, we learned that dealer had filed our temporary tags under a name in order to avoid scrutiny from state of VirginiaHence we were driving a car for a month that was not listed with DMV as being owned by us.Recent history of this matter is as follows: - On December 1, 2015, because our third set of temporary tags was about to expire, we called dealership four times, leaving voicemails for Kurt K [redacted] MrK [redacted] called back on 12/01/and said he had no update, but he would look for the fileHe promised to call back on morning of 12/02/Following his call, we sent an email to Kurt K [redacted] , Donna S [redacted] (title officer), Roger F [redacted] (sales manager) and Kevin A [redacted] (salesperson from whom we purchased car in September Our email reminded them in writing of our situation, and reminder MrK [redacted] that he'd promised to call back the next morning (12/02/15) with a substantive updateWe asked MrK [redacted] to acknowledge receipt of email and to confirm that he would be callingNo response.- On 12/02/15, MrK [redacted] did not call usWe emailed all parties at Autonation twice, and called four timesNo response from anyone.- In the afternoon of 12/02/15, we filed a complaint with the Virginia Motor Vehicle Board (VMVB)The VMVB investigated and responded within an hourUpon looking up our car's VIN, they found that the dealership had obtained our third set of temporary tags by falsifying records submitted to Virginia DMVVA DMV does not permit more than two sets of temp tags to be issued for a carSo the dealership had switched the name of the purchaser for the third set of tags, using my wife's middle name as her last name [redacted] is her nameInitial set of temp tags was correctly obtained for [redacted] ***Third set was falsely obtained by submitting paperwork to DMV stating that it was for a different purchaser named [redacted] - VMVB analyst contacted dealer on 12/02/and stated that dealer could be subject to penalties for these actions, and asked dealer to explain current status of submission of information to title agencyDealer admitted that as of 12/02/15, they had never submitted a request for title and plates for our vehicleNeither to the title agency, nor to the DC DMC- Evening of 12/02/15, Donna S [redacted] contacted us and asked us to send another copy of our proof of auto insuranceWe have sent dealer proof of auto insurance three times (in September at purchase, in October during our request for update on license plates, and in November during our request for update)We sent dealer proof of auto insurance for a fourth time within thirty minutes of receiving requestDonna responded via email that, "ok, we will now submit all info to request title and license plates."Hence, dealer has admitted to us and to VMVB that until December 2, no action had been taken to obtain title or license platesMrK [redacted] knows this, and his response to the Revdex.com, that the delay has been due to the agency they use, or to the DC DMV, is an outright lieWe will not accept a resolution to be filed with the Revdex.com that includes blatant falsehoods.If his response to the Revdex.com had been, "We apologize, we have not done our job, we have not made any attempt to be honest (or even in contact) with the customer, and we are only now after months beginning the process to obtain plates," then we would accept his responseBut his response is false, and therefore unacceptable, as up to this point we have seen no sincere attempt at resolving the issue on their partThe only factual information we received has come from the VMVB, upon their investigation into the matterAnd only after being threatened with penalties by the VMVB (for submitting temporary registration for the car under a name) did the dealer respond to our emails and phone callsWe still have not received a direct response from MrK [redacted] , either via email or phoneAnd we still have not seen any proof of the paperwork finally having been submitted to their title agency or to the DC DMVWe still do not have title to the car, nor license plates.Regards, [redacted] ***

[redacted] , Thank you for your correspondence regarding [redacted] 's [redacted] On July 9, we, AutoNation [redacted] Dulles, performed an oil change, transmission fluid service, and brake fluid service on [redacted] 's [redacted] The mileage at the time was 153, The visit for primarily for routine service About two months and exactly 2, miles later, we received the unfortunate news that his [redacted] had broken down [redacted] and Auto diagnosed the failure as a lack of engine oil, which caused internal engine failure The vehicle was towed to us for verification During our diagnostic, we found that the vehicle would not start and there were multiple trouble codes on the dash There was little to no oil in the engine, however, there were no external oil leaks A visual inspection of the engine valvetrain revealed excessive sludge build up inside of the engine In my professional experience, if the vehicle did not have the correct amount of oil, or no oil at all, the failure would have happened within miles rather than almost 3,miles Essentially, the vehicle would not have been able to be driven off the lot The sludge build up revealed that the vehicle's maintenance was neglected at some point of the vehicle's life Whether it was during [redacted] 's ownership or the previous owner, we can't confirm The lack of oil was caused by internal oil consumption We do not believe that the vehicle failed due to our neglect It is within our best interest to assist [redacted] by all means possible We value his business and want to work together to resolve this matter Although we are not directly responsible for the engine failure, we are willing to replace his engine at internal cost plus mechanical laborI will personally contact [redacted] to assist in ever way I can Kurt K [redacted] GM

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I am not trying to bully or intimidate the [redacted] Dealership to get a fast resolutionThat is not my intentWhat I said in my previous response was not an accusation but was a factWe were told that the IMA battery was replaced prior to us purchasing the carI purchased the car and that was a major deciding pointWe were lied to and there is no if, and's, or but's about it I understand something like this can be damaging to a business or a sales associate I do not go around making claimsWith that said, a business should be accountable for any wrong doingIn this case a "wrong" was done Regards, [redacted]

Complaint: ***
I am rejecting this response because:
The fact my car broke down was because *** Dealer did not put enough oil in my carAll the necessary attachments and documents related to this has been already submittedI am seeking for:
Repair to my car so it is in the condition it was beforeCharges I have incurred at *** *** and Auto for diagnosis ($114)
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:We were told by our sales advisory that the battery had been replaced at the time we discussed the purchasing of the carWe had a full conversation about it at that timeBasically you are saying that a sales person can claim anything with regards to selling a car but without the paperwork backing it up it's just our tough luckLike I said before, I would have never purchased the car without that bit of informationThat statement by him swayed me into purchasing the carFurthermore I did a little research and the SRS light.The "code 4-1" that was generated is covered under a lifetime warranty by *** but you want to charge us $to fix it and may have to replace the seat belt tensioner at a cost of $This is just another instance of the dishonest practices of your dealership
Regards,
*** ***

I received this same letter three different timesWe responded to this and have resolved the matterPlease let me know if you need more info
Kurt K*** GM

*** ***,
We respect and understand the frustration when a major component fails on a pre owned car. We have a prodigious number of processes in place to properly disclose the condition and the warranties of any of our pre owned vehicles. Every customer signs a form
that they received a worry free folder, which includes all repair orders, *** reports and warranty disclosures. Any major component, such as a transmission, engine, or IMA battery would be a very strong selling feature for a car with 127,miles. That is not something for conversation, that would carry a receipt along with any warranty that would be provided on the component. In a situation where that would be a condition of sale, that would be documented, receipts would follow and signature on receipts would be included. Our records indicate that the car was getting routine service in October and at that time the IMA light, check engine light, and SRS lights were on at that time and further diagnostic work was declined by the cuxstomerIt is possible at that time, an early detection of a failure might have prevented the battery from complete failure
In the attempt to keep *** as a loyal customer, I would be happy to meet with him personally and discuss purchasing the car back at current market values,taking into consideration a years use, approximately 23,added miles from purchase and any other work that might be needed aside from the IMA battery. The other option would be to apply a 20% savings to the repair of the IMA battery as long as the work is performed at AutoNation Honda Dulles. That would also include a year 36,mile warranty .Please let me know if I can be of further assistance or can answer any questions
Respectfully,
*** ***
General Manager
AutoNation Honda Dulles

Date: Thu, Dec 3, at 4:PMSubject: ***To: "[email protected]" , "***@myRevdex.com.org" *** ***,Our apologies in reference to case# ***We are trying our best to resolve the tag issue for *** ***.We work with a tag
service for DC and were under the impression this was taken care of.We will certainly pay for any parking tickets incurred as a result of expired tags. Respect fully,Kurt K***Kurt K***General ManagerAutonation *** Dulles***

[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]
 Complaint: [redacted]
I am rejecting this response because: 1. The response from Mr. K[redacted] includes completely false statements. This dealership continues to lie to oversight agencies and to customers about their actions (and inaction).2. We still do not have license plates, or title to the car, or any proof that Mr. K[redacted] has taken any action to resolve the matter. His response to Revdex.com, blaming the delay upon the title agency and/or DC DMV, is untrue, which makes us doubt that a resolution is near.3. Since filing original complaint, we learned that dealer had filed our temporary tags under a false name in order to avoid scrutiny from state of Virginia. Hence we were driving a car for a month that was not listed with DMV as being owned by us.Recent history of this matter is as follows: - On December 1, 2015, because our third set of temporary tags was about to expire, we called dealership four times, leaving voicemails for Kurt K[redacted]. Mr. K[redacted] called back on 12/01/15 and said he had no update, but he would look for the file. He promised to call back on morning of 12/02/15. Following his call, we sent an email to Kurt K[redacted], Donna S[redacted] (title officer), Roger F[redacted] (sales manager) and Kevin A[redacted] (salesperson from whom we purchased car in September 2015. Our email reminded them in writing of our situation, and reminder Mr. K[redacted] that he'd promised to call back the next morning (12/02/15) with a substantive update. We asked Mr. K[redacted] to acknowledge receipt of email and to confirm that he would be calling. No response.- On 12/02/15, Mr. K[redacted] did not call us. We emailed all parties at Autonation twice, and called four times. No response from anyone.- In the afternoon of 12/02/15, we filed a complaint with the Virginia Motor Vehicle Board (VMVB). The VMVB investigated and responded within an hour. Upon looking up our car's VIN, they found that the dealership had obtained our third set of temporary tags by falsifying records submitted to Virginia DMV. VA DMV does not permit more than two sets of temp tags to be issued for a car. So the dealership had switched the name of the purchaser for the third set of tags, using my wife's middle name as her last name. [redacted] is her name. Initial set of temp tags was correctly obtained for [redacted]. Third set was falsely obtained by submitting paperwork to DMV stating that it was for a different purchaser named [redacted]. - VMVB analyst contacted dealer on 12/02/15 and stated that dealer could be subject to penalties for these actions, and asked dealer to explain current status of submission of information to title agency. Dealer admitted that as of 12/02/15, they had never submitted a request for title and plates for our vehicle. Neither to the title agency, nor to the DC DMC. - Evening of 12/02/15, Donna S[redacted] contacted us and asked us to send another copy of our proof of auto insurance. We have sent dealer proof of auto insurance three times (in September at purchase, in October during our request for update on license plates, and in November during our request for update). We sent dealer proof of auto insurance for a fourth time within thirty minutes of receiving request. Donna responded via email that, "ok, we will now submit all info to request title and license plates."Hence, dealer has admitted to us and to VMVB that until December 2, no action had been taken to obtain title or license plates. Mr. K[redacted] knows this, and his response to the Revdex.com, that the delay has been due to the agency they use, or to the DC DMV, is an outright lie. We will not accept a resolution to be filed with the Revdex.com that includes blatant falsehoods.If his response to the Revdex.com had been, "We apologize, we have not done our job, we have not made any attempt to be honest (or even in contact) with the customer, and we are only now after 3 months beginning the process to obtain plates," then we would accept his response. But his response is false, and therefore unacceptable, as up to this point we have seen no sincere attempt at resolving the issue on their part. The only factual information we received has come from the VMVB, upon their investigation into the matter. And only after being threatened with penalties by the VMVB (for submitting temporary registration for the car under a false name) did the dealer respond to our emails and phone calls. We still have not received a direct response from Mr. K[redacted], either via email or phone. And we still have not seen any proof of the paperwork finally having been submitted to their title agency or to the DC DMV. We still do not have title to the car, nor license plates.Regards,
[redacted]

[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]
 Complaint: [redacted]
I am rejecting this response because:
I am not trying to bully or intimidate the [redacted] Dealership to get a fast resolution. That is not my intent. What I said in my previous response was not an accusation but was a fact. We were told that the IMA battery was replaced prior to us purchasing the car. I purchased the car and that was a major deciding point. We were lied to and there is no if, and's, or but's about it. 
 I understand something like this can be damaging to a business or a sales associate.  I do not go around making false claims. With that said, a business should be accountable for any wrong doing. In this case a "wrong" was done.
Regards,
[redacted]

I fully understand that accusations are sometime made in frustration in an attempt to bully and intimidate a business to quickly accomodate a solution.  I will not take it personally or fall victim to such accusations.  My sole interest is in making our customer happy. 
With that said, please understand that we deny any allegations of wrongdoing or misrepresentations regarding the battery.  Moreover, the error code that **. [redacted] refers to is indicative of a variety of potential issues that are not covered by warranty.
However, in an attempt to keep **. [redacted] as a long term customer, I am willing to split the cost of the IMA battery, 50/50, as long as the work is performed at AutoNation Honda.  As part of this agreement, I ask that **. [redacted] refrain from any further damaging remarks that could hurt the reputation of this business and damage the career of the sales associate.  Please allow me the courtesy and the opporutnity to retain one of our good customers. 
[redacted]
General Manager
Autonation Honda Dulles

[redacted],
Please see attached photos.  After removing the engine valve cover for further review, we identified that the engine has excessive sludge build up and tarnishing, which is caused by a long period of neglect.  The photos prove that our last service did not cause the issue at hand. 
Had we been aware of the internal condition of the engine, we would have advised against performing any unnecessary services.  We would be more than happy to refund [redacted] for the oil change service that he had performed on July 9, 2015. 
It is still within our best interest to assist [redacted] through this situation.  We are willing to extend our offer of replacing the engine at internal parts cost plus mechanical labor. 
Regards,
Kurt K[redacted]

[redacted],
Thank you for your correspondence regarding [redacted]'s 2003 [redacted].  On July 9, 2015 we, AutoNation [redacted] Dulles, performed an oil change, transmission fluid service, and brake fluid service on [redacted]'s [redacted].  The mileage at the time was...

153,343.  The visit for primarily for routine service.  About two months and exactly 2,987  miles later, we received the unfortunate news that his [redacted] had broken down.  [redacted] and Auto diagnosed the failure as a lack of engine oil, which caused internal engine failure.  The vehicle was towed to us for verification.  During our diagnostic, we found that the vehicle would not start and there were multiple trouble codes on the dash.  There was little to no oil in the engine, however, there were no external oil leaks.  A visual inspection of the engine valvetrain revealed excessive sludge build up inside of the engine.  In my professional experience, if the vehicle did not have the correct amount of oil, or no oil at all, the failure would have happened within 5 miles rather than almost 3,000 miles.  Essentially, the vehicle would not have been able to be driven off the lot.  The sludge build up revealed that the vehicle's maintenance was neglected at some point of the vehicle's life.  Whether it was during [redacted]'s ownership or the previous owner, we can't confirm.  The lack of oil was caused by internal oil consumption.  We do not believe that the vehicle failed due to our neglect.  It is within our best interest to assist [redacted] by all means possible.  We value his business and want to work together to resolve this matter.  Although we are not directly responsible for the engine failure, we are willing to replace his engine at internal cost plus mechanical labor.
I will personally contact [redacted] to assist in ever way I can. 
  Kurt K[redacted] GM

Review: I applied and was approved for an auto loan through [redacted]. [redacted] Honda Dulles was listed as one of their preferred dealers. I found a 2004 Honda Accord at the dealership that met all of the qualifications of the loan. I took all the necessary paperwork to dealership and purchased the automobile with a down payment of $1500.00. This was on October 23, 2013.One month later on or about November 25 the finance manager called to tell me that the financing fell through. They said that they contacted [redacted] and I had told them that I was going to pay for the vehicle in cash. I never made such a claim.I spoke with a manager at [redacted] and they told me they could not see why the loan was canceled. Then I was told by the [redacted] sales manager that the loan did not meet the requirements of [redacted]. The story seemed to change overnight.[redacted] then found me a loan through [redacted] at twice the rate I would have paid with [redacted] and an added $798 in GAP insurance. I asked if I could return the car receive my down payment back. I was told no. I signed all the necessary paperwork for [redacted] as my credit score is very low now due to financial difficulties and I felt trapped. I am now being asked for additional information from [redacted]. As far as I am concerned this is a classic bait and switch and one poorly managed at that.Any help or advise would be greatly appreciated.Kind Regards,[redacted]Desired Settlement: I would like to return the vehicle and receive my $1500.00 down payment back.

Business

Response:

**. [redacted],

We have no affiliation with [redacted]. [redacted] will typically send the customer to the dealer of their choice. [redacted] also works with many different lenders. Dealers will get customers referred to them if that business works with one of the banks that they work with. We were happy to do business with **. [redacted]. But after nearly a month, we were not funded on the check we received from **. [redacted].

We called [redacted] and they told us the car did not qualify based on LTV. THey also told us **. [redacted] would be paying cash. After calling **. [redacted], he explained he would not be paying cash and had not said that to [redacted]. After speaking with [redacted] several time, I do concur with **. [redacted]. There seemed to be alot of confusion on their end.

**. [redacted] asked us to help him with some financing. I have called our lender that we used for **. [redacted] and put everything on hold until we get this resolved. I understand that **. [redacted] would like a refund of his $1500.00 and return the car. I will work with **. [redacted] on which ever direction he would like to go. I am in a difficult position since the car has been driven for over a month and I have not been paid. I have suffered depreciation,lost sales on this car though advertising on a car that has already been delivered. I will have to suffer reconditioning and inspection costs to bring the car back through the system. I will do whatever is in the best interest of the customer, but I would like **. [redacted] to reconsider and try working out something he would be comfortable with, such as re- applying to his bank or perhaps a co-signer that would assist us in getting more competitive rate and terms.

Thank you

General Manager

Review: I purchased a used 2003 [redacted] Hybrid on 4/5/20013. I took it in for service and they said it needed a new battery because the IMA light was on. I said it should not need a new battery because when I purchased the car the sales advisor ([redacted]) told both me and my son that the IMA battery had just been replaced. The dealer went back threw all the paperwork and said they did not see where it was serviced for that. I also did not find it in my paperwork either. I didn’t even think to get it in writing for the fact that the sales advisor explicitly said that it had been replaced. We even talked about it and my son said to the adviser, “why would the previous customer put a new battery in the car and then trade it in?” The advisor told us that they did because they needed a bigger car. He also said that the battery cost over $4000 and it was a good deal for the car. If I had of known that the battery actually had not been replaced I would have never purchased the car. It was a bold face lie just to sell the car.Desired Settlement: I would like the battery replaced in the car. We were told it was a new battery when we bought the car and it should have had one in it.

Business

Response:

[redacted],

We respect and understand the frustration when a major component fails on a pre owned car. We have a prodigious number of processes in place to properly disclose the condition and the warranties of any of our pre owned vehicles. Every customer signs a form that they received a worry free folder, which includes all repair orders, [redacted] reports and warranty disclosures. Any major component, such as a transmission, engine, or IMA battery would be a very strong selling feature for a car with 127,000 miles. That is not something for normal conversation, that would carry a receipt along with any warranty that would be provided on the component. In a situation where that would be a condition of sale, that would be documented, receipts would follow and signature on receipts would be included. Our records indicate that the car was getting routine service in October 2013 and at that time the IMA light, check engine light, and SRS lights were on at that time and further diagnostic work was declined by the cuxstomer. It is possible at that time, an early detection of a failure might have prevented the battery from complete failure.

In the attempt to keep **. [redacted] as a loyal customer, I would be happy to meet with him personally and discuss purchasing the car back at current market values,taking into consideration a years use, approximately 23,000 added miles from purchase and any other work that might be needed aside from the IMA battery. The other option would be to apply a 20% savings to the repair of the IMA battery as long as the work is performed at AutoNation Honda Dulles. That would also include a 3 year 36,000 mile warranty .Please let me know if I can be of further assistance or can answer any questions.

Respectfully,

General Manager

AutoNation Honda Dulles

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:

We were told by our sales advisory that the battery had been replaced at the time we discussed the purchasing of the car. We had a full conversation about it at that time. Basically you are saying that a sales person can claim anything with regards to selling a car but without the paperwork backing it up it's just our tough luck. Like I said before, I would have never purchased the car without that bit of information. That statement by him swayed me into purchasing the car.