O'Malley Car Dealership

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 complaint.  For your reference, details of the offer I reviewed appear below.
Because I stated I wanted a 2" hitch and the sales person never disclosed that they only have the 1-1/4" hitch I am asking for full credit of 799.00 plus tax.  There is a 2" hitch available for $350.00 from a third party company that includes installation.   Bottom line is if the sales person [redacted] from O'Malleys would have told me the small hitch was all that was available I never would have ordered a hitch from O'Malleys.  Then they overcharged me for the small hitch.I was on business in southern Wisconsin and asked a dealer to price a hitch and their price was $500.00 which included installation.  [redacted] was deceptive when I questioned him why the cost of the hitch on the Honda web site was $500.00 and he charged me 800.00.  He then said the on line price didn't include installation.   
Regards,
[redacted]

We are concerned and remain available to address this customers concerns with them directly at anytime.The trailer hitch installed on the customers vehicle is the only hitch available from and approved by Honda for installation on the CRV. The 2"diameter hitch mentioned in the customers complaint...

would if installed greatly exceed the CRV's towing capacity. Customer has indicated their primary concern is installing a previously purchased bike rack that requires the 2"hitch diameter hitch, we have suggested an adapter that others have found to be a cost effective alternative to replacing existing rack equipment, customer has declined are suggestion. Upon hearing of the customers dissatisfaction we did indicate to them are willingness to provide them with a refund. The 799.00 referenced in the complaint  is the total retail price on the motor vehicle sales contract and includes both the hitch, trailer harness and the labor to install both items. In are discussions with the customer we have indicated are willingness to refund the actual price paid for the hitch minus the wiring harness and the labor to install, we have also offered to absorb the labor cost for removal.Regrettably we disagree with the customers accusations about who said what, and when it was said by whom. The disagreement was not meant as a disparagement but a attempt to clarify the facts and reach a mutually agreeable solution.All of the team members in are organization remain totally committed to this and all of are other customers complete satisfaction.

Review: I purchased (cash purchase) a new Honda CRV and it was not equipped with a roof rack or a tow hitch. I asked my sales person [redacted] to add a roof rack and a 2" tow hitch. When I had the dealership install the extra equipment the tow hitch was a 1" hitch. I called the dealership and told them I wanted credit and would get my own hitch [redacted] stated he clearly told me the 2" was not available. I asked him why I would order something I didn't want. I asked to talk with sales manager [redacted] and [redacted] told me three times that [redacted] is an experienced sales person and my story "just didn't happen", basically calling me a liar three times. I asked for credit and [redacted] said because it is a used hitch he could only credit me about $200.00 for a hitch I paid 799.00. This hitch has not towed anything as is on 6 hours from installation time. This dealership was excited to sell me the car and when they make an error they don't even try to satisfy the customer. This conversation will be shared with as many people as possible.Desired Settlement: I want full refund for the hitch

Business

Response:

We are concerned and remain available to address this customers concerns with them directly at anytime.The trailer hitch installed on the customers vehicle is the only hitch available from and approved by Honda for installation on the CRV. The 2"diameter hitch mentioned in the customers complaint would if installed greatly exceed the CRV's towing capacity. Customer has indicated their primary concern is installing a previously purchased bike rack that requires the 2"hitch diameter hitch, we have suggested an adapter that others have found to be a cost effective alternative to replacing existing rack equipment, customer has declined are suggestion. Upon hearing of the customers dissatisfaction we did indicate to them are willingness to provide them with a refund. The 799.00 referenced in the complaint is the total retail price on the motor vehicle sales contract and includes both the hitch, trailer harness and the labor to install both items. In are discussions with the customer we have indicated are willingness to refund the actual price paid for the hitch minus the wiring harness and the labor to install, we have also offered to absorb the labor cost for removal.Regrettably we disagree with the customers accusations about who said what, and when it was said by whom. The disagreement was not meant as a disparagement but a attempt to clarify the facts and reach a mutually agreeable solution.All of the team members in are organization remain totally committed to this and all of are other customers complete satisfaction.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Because I stated I wanted a 2" hitch and the sales person never disclosed that they only have the 1-1/4" hitch I am asking for full credit of 799.00 plus tax. There is a 2" hitch available for $350.00 from a third party company that includes installation. Bottom line is if the sales person [redacted] from O'Malleys would have told me the small hitch was all that was available I never would have ordered a hitch from O'Malleys.

My husband and I found a vehicle on their website that matched what we were looking for. I phoned them and was told by a sales man that it was in pristine condition. We drove over 200 miles one way after informing them that it was needed that day and when we began to look over the vehicle, we immediately noticed that the middle seat head rest was completely unattached. I had pushed the button to lower the seat and it came flying off. I questioned the employee and was told it had been thoroughly inspected by their technicians, which definitely made me question their reliability. We then moved to the back, where we noticed that the defrost cable was hanging off of the connection. When I again showed the employee, he told me that he didn't care if I purchased it, as it didn't matter to him. The resolution they offered was to leave it at the dealership for almost another week to have them work on it, after we purchased it. We had a terrible experience with a very unprofessional dealership.