[redacted] purchased a Honda [redacted] on 05/17/This vehicle was traded in on 05/09/2015, during which time only one key was provided by the original ownerWe tried contacting original owner for extra keys; unfortunately, the original owner did not have anyWe informed [redacted] that we would find out if the original owner had extra keysFurthermore, if one could not be provided Herson's would not be able to replace itInstead, one would be provided at a discounted rate paid for by [redacted] .This car came with a three month or 3,mile warranty, whichever came firstHonda offers a factory warranty year 60,mile powertrain warranty, which expired on 05/16/Herson's Auto informed Leslie that the car only had month or 3,mile Warranty and if she would like more coverage she has the option to purchase additional COVerage.The Honda [redacted] was Maryland Sate inspected on 05/11/The battery passed inspection and was not an issueIn addition, Herson's replaced the cabin air filter to address the Smoke smellReplacing the cabin air filter is not required by MarylandAlso, Herson's performed an ionization cleaning for a Smoke Smell, and an additional cleaning after [redacted] purchased the carRepair orders for all reconditioning on this vehicle can be provided upon request.Herson's has fulfilled all of its duties and obligations in order to make this vehicle [redacted] for saleIn fact, Herson's went above and beyond the requirements by the replacing of the cabin air filter and performing the ionization cleaning for the interior of the carHerson's has followed all of its process for both compliance with Maryland Inspection and making sure the vehicle upheld the Herson's standard and reputation
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you
may update it before sending it.]
Revdex.com:
I sent a response back indicating I no longer needed to pursue as we had reached an agreement
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Date: Fri, Feb 12, at 6:AMSubject: ID :*** *** ***To: "***@MYRevdex.com.ORG" ID:***After reviewing the prior repairs and the request from *** *** we are unable to provide a refund and believe the proper steps were taking to complete the repairs needed
With the age and mileage (*** at 125,946)there are recommended repairs and services that need to be completed which were noted on the Multi Point InspectionWe did offer to show those to the customer but our invitation was declined.DTC: *** MISSFIRE #CYLINDERRequired to have the #coil pack replacedENGINE BLOCK REPLACEMENT: The engine block was replaced under warranty per *** due to it cracking and leaking coolantCHARGING SYSTEM LIGHT ON THE DASH: The alternator failed the diagnostic tests requiring replacementAmerican Honda did provide goodwill assistance on the cost of the repair.Thank youGregg PHersons's Honda Service
From: Herson's Auto Date: Thu, Feb 5, at 3:PMSubject: Re: Outstanding complaintsTo: *** *** Hi ***,In response to complaint #***We have contacted the customer and provided him with the attached statement that Honda released
regarding the issue he is having with his vehicleHonda is not covering this damage under warranty, however Herson's will cover the cost of replacing the damaged piecesOur General Sales Manager has reached out to MrIm and it is up to the customer to bring the vehicle in for repair.I'm not sure what you need me to do, I've never dealt with one of these beforeI am also working on a resolution for the 2nd one you sent.Thank you!!Laura N***Marketing ManagerHerson's Auto Group***
[redacted] has been issued a Md Tag refund of $125.00. The check number is [redacted], dated 07/09/15.We apolgize for the delay. Thanks,John S[redacted]Fixed Operations DirectorHerson's Auto Group.
Dear Mr. Dennis:We have contacted Mr. [redacted] and have made arrangements to payoff his car and complete his tag work in [redacted]. Mr. [redacted] is satisfied with this outcome. Thank you.Bill A
[redacted] will receive refund desired as soon as her check clears the bank. Issue was addressed with General Sales Manager and [redacted]'s son before receiving letter from Revdex.com.
[redacted] purchased a 2010 Honda [redacted] on 05/17/2015. This vehicle was traded in on 05/09/2015, during which time only one key was provided by the original owner. We tried contacting original owner for extra keys; unfortunately, the original owner did not have any. We informed [redacted] that...
we would find out if the original owner had extra keys. Furthermore, if one could not be provided Herson's would not be able to replace it. Instead, one would be provided at a discounted rate paid for by [redacted].This car came with a three month or 3,000 mile warranty, whichever came first. Honda offers a factory warranty 5 year 60,000 mile powertrain warranty, which expired on 05/16/2015. Herson's Auto informed Leslie that the car only had 3 month or 3,000 mile Warranty and if she would like more coverage she has the option to purchase additional COVerage.The 2010 Honda [redacted] was Maryland Sate inspected on 05/11/2015. The battery passed inspection and was not an issue. In addition, Herson's replaced the cabin air filter to address the Smoke smell. Replacing the cabin air filter is not required by Maryland. Also, Herson's performed an ionization cleaning for a Smoke Smell, and an additional cleaning after [redacted] purchased the car. Repair orders for all reconditioning on this vehicle can be provided upon request.Herson's has fulfilled all of its duties and obligations in order to make this vehicle [redacted] for sale. In fact, Herson's went above and beyond the requirements by the replacing of the cabin air filter and performing the ionization cleaning for the interior of the car. Herson's has followed all of its process for both compliance with Maryland Inspection and making sure the vehicle upheld the Herson's standard and reputation.
[A default letter is provided here which indicates your acceptance of the business's response. If you...
wish, you may update it before sending it.]
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]
[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:The Honda was advertised as a "Certified Pre-Owned Honda." In order for the dealership to make this advertising claim, the Honda I purchased needed to have passed a 182-point inspection (see link below for similar advertisements). Attached to my rebuttal is a copy of Honda's 182-point checklist... and listed under Documentation/Keys/Manuals, items I & J require the vehicle to have: "Keys (Two OEM key remotes)" and "Valet Key (One key)." I don't need a valet key. All I am asking for, having spent thousands of dollars to purchase this Honda, is a spare key. I feel this is a completely reasonable request especially having experienced numerous other issues that may or may not be part of the 182-point inspection. [redacted]The battery is clearly an issue that could not have been foreseen. But again, I assumed Herson's Auto would understand my frustration having spent thousands of dollars on this car, and then immediately have to replace the battery. It may have passed inspection, but it didn't even make it past the car's first oil change. The employees at the auto repair shop actually expressed concern when I told her that I'd just bought the car. They even inquired about where I purchased from because they couldn't believe that it wasn't replaced prior to sale.Regarding the warranty, as my family and I reviewed the pro's & con's of this Honda with the salesman, he distinctly said this car had an active warranty. Both of my parents were with me when we were told this and it was a major reason we decided on this car over others. Only after spending hours in the show room, signing financing paperwork, etc. the salesman apparently double-checked the warranty status and noticed the warranty had expired. This circumstance pressured into purchasing the car AND a new warranty and would categorize this as a bait-and switch sales tactic. As someone who has always been impressed by Honda, I find this to be a deeply disappointing case of poor customer service. Herson's Honda has not made an attempt to resolve any of the three issues I presented in this complaint. It would make a big difference (at the very least) if I received a spare key as required by the Certified Pre-Owned Honda inspection. I hope to receive a more thoughtful statement from Herson's rather than the cookie-cutter "we feel we went above and beyond the requirements" response I received to my original complaint... because that is clearly not the case.
Regards,
[redacted]
[redacted] has been removed from our data base Very truly yours, William *A [redacted] Vice President Herson's Auto Group
[redacted] 's financing has been approved and accepted
[redacted] purchased a Honda [redacted] on 05/17/This vehicle was traded in on 05/09/2015, during which time only one key was provided by the original ownerWe tried contacting original owner for extra keys; unfortunately, the original owner did not have anyWe informed [redacted] that we would find out if the original owner had extra keysFurthermore, if one could not be provided Herson's would not be able to replace itInstead, one would be provided at a discounted rate paid for by [redacted] .This car came with a three month or 3,mile warranty, whichever came firstHonda offers a factory warranty year 60,mile powertrain warranty, which expired on 05/16/Herson's Auto informed Leslie that the car only had month or 3,mile Warranty and if she would like more coverage she has the option to purchase additional COVerage.The Honda [redacted] was Maryland Sate inspected on 05/11/The battery passed inspection and was not an issueIn addition, Herson's replaced the cabin air filter to address the Smoke smellReplacing the cabin air filter is not required by MarylandAlso, Herson's performed an ionization cleaning for a Smoke Smell, and an additional cleaning after [redacted] purchased the carRepair orders for all reconditioning on this vehicle can be provided upon request.Herson's has fulfilled all of its duties and obligations in order to make this vehicle [redacted] for saleIn fact, Herson's went above and beyond the requirements by the replacing of the cabin air filter and performing the ionization cleaning for the interior of the carHerson's has followed all of its process for both compliance with Maryland Inspection and making sure the vehicle upheld the Herson's standard and reputation
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you
may update it before sending it.]
Revdex.com:
I sent a response back indicating I no longer needed to pursue as we had reached an agreement
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Date: Fri, Feb 12, at 6:AMSubject: ID :*** *** ***To: "***@MYRevdex.com.ORG" ID:***After reviewing the prior repairs and the request from *** *** we are unable to provide a refund and believe the proper steps were taking to complete the repairs needed
With the age and mileage (*** at 125,946)there are recommended repairs and services that need to be completed which were noted on the Multi Point InspectionWe did offer to show those to the customer but our invitation was declined.DTC: *** MISSFIRE #CYLINDERRequired to have the #coil pack replacedENGINE BLOCK REPLACEMENT: The engine block was replaced under warranty per *** due to it cracking and leaking coolantCHARGING SYSTEM LIGHT ON THE DASH: The alternator failed the diagnostic tests requiring replacementAmerican Honda did provide goodwill assistance on the cost of the repair.Thank youGregg PHersons's Honda Service
From: Herson's Auto Date: Thu, Feb 5, at 3:PMSubject: Re: Outstanding complaintsTo: *** *** Hi ***,In response to complaint #***We have contacted the customer and provided him with the attached statement that Honda released
regarding the issue he is having with his vehicleHonda is not covering this damage under warranty, however Herson's will cover the cost of replacing the damaged piecesOur General Sales Manager has reached out to MrIm and it is up to the customer to bring the vehicle in for repair.I'm not sure what you need me to do, I've never dealt with one of these beforeI am also working on a resolution for the 2nd one you sent.Thank you!!Laura N***Marketing ManagerHerson's Auto Group***
[redacted] has been issued a Md Tag refund of $125.00. The check number is [redacted], dated 07/09/15.We apolgize for the delay. Thanks,John S[redacted]Fixed Operations DirectorHerson's Auto Group.
Dear Mr. Dennis:We have contacted Mr. [redacted] and have made arrangements to payoff his car and complete his tag work in [redacted]. Mr. [redacted] is satisfied with this outcome. Thank you.Bill A
[redacted]'s financing has been approved and accepted.
[redacted] will receive refund desired as soon as her check clears the bank. Issue was addressed with General Sales Manager and [redacted]'s son before receiving letter from Revdex.com.
[redacted] purchased a 2010 Honda [redacted] on 05/17/2015. This vehicle was traded in on 05/09/2015, during which time only one key was provided by the original owner. We tried contacting original owner for extra keys; unfortunately, the original owner did not have any. We informed [redacted] that...
we would find out if the original owner had extra keys. Furthermore, if one could not be provided Herson's would not be able to replace it. Instead, one would be provided at a discounted rate paid for by [redacted].This car came with a three month or 3,000 mile warranty, whichever came first. Honda offers a factory warranty 5 year 60,000 mile powertrain warranty, which expired on 05/16/2015. Herson's Auto informed Leslie that the car only had 3 month or 3,000 mile Warranty and if she would like more coverage she has the option to purchase additional COVerage.The 2010 Honda [redacted] was Maryland Sate inspected on 05/11/2015. The battery passed inspection and was not an issue. In addition, Herson's replaced the cabin air filter to address the Smoke smell. Replacing the cabin air filter is not required by Maryland. Also, Herson's performed an ionization cleaning for a Smoke Smell, and an additional cleaning after [redacted] purchased the car. Repair orders for all reconditioning on this vehicle can be provided upon request.Herson's has fulfilled all of its duties and obligations in order to make this vehicle [redacted] for sale. In fact, Herson's went above and beyond the requirements by the replacing of the cabin air filter and performing the ionization cleaning for the interior of the car. Herson's has followed all of its process for both compliance with Maryland Inspection and making sure the vehicle upheld the Herson's standard and reputation.
[A default letter is provided here which indicates your acceptance of the business's response. If you...
wish, you may update it before sending it.]
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]
[redacted] has been removed from our data base.
Very truly yours,
William *. A[redacted]
Vice President
Herson's Auto Group
[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:The Honda was advertised as a "Certified Pre-Owned Honda." In order for the dealership to make this advertising claim, the Honda I purchased needed to have passed a 182-point inspection (see link below for similar advertisements). Attached to my rebuttal is a copy of Honda's 182-point checklist... and listed under Documentation/Keys/Manuals, items I & J require the vehicle to have: "Keys (Two OEM key remotes)" and "Valet Key (One key)." I don't need a valet key. All I am asking for, having spent thousands of dollars to purchase this Honda, is a spare key. I feel this is a completely reasonable request especially having experienced numerous other issues that may or may not be part of the 182-point inspection. [redacted]The battery is clearly an issue that could not have been foreseen. But again, I assumed Herson's Auto would understand my frustration having spent thousands of dollars on this car, and then immediately have to replace the battery. It may have passed inspection, but it didn't even make it past the car's first oil change. The employees at the auto repair shop actually expressed concern when I told her that I'd just bought the car. They even inquired about where I purchased from because they couldn't believe that it wasn't replaced prior to sale.Regarding the warranty, as my family and I reviewed the pro's & con's of this Honda with the salesman, he distinctly said this car had an active warranty. Both of my parents were with me when we were told this and it was a major reason we decided on this car over others. Only after spending hours in the show room, signing financing paperwork, etc. the salesman apparently double-checked the warranty status and noticed the warranty had expired. This circumstance pressured into purchasing the car AND a new warranty and would categorize this as a bait-and switch sales tactic. As someone who has always been impressed by Honda, I find this to be a deeply disappointing case of poor customer service. Herson's Honda has not made an attempt to resolve any of the three issues I presented in this complaint. It would make a big difference (at the very least) if I received a spare key as required by the Certified Pre-Owned Honda inspection. I hope to receive a more thoughtful statement from Herson's rather than the cookie-cutter "we feel we went above and beyond the requirements" response I received to my original complaint... because that is clearly not the case.
Regards,
[redacted]