Planet Honda

I will have our Service Drive Manager contact the customer and the tire manufacturer to resolve this issue with the tires for her

We are aware of Mr [redacted] 's frustration with his vehicle and also are sorry he is having this issue with the CR-VWe have informed our Honda Service & Parts Representative of these complaints so that we can try and resolve this for Mr [redacted] As of right now, there is no solution to the issue the customer is havingWe have noted his visits and complaints Mr [redacted] will need to go through Honda's arbitration policy to see if Honda will in fact purchase his vehicle back from him [redacted] General ManagerPlanet Honda

Initial Business Response / [redacted] (1000, 14, 2016/01/06) */ We stand behind our policy of a diagnosis fee to determine necessary repairs to bring a vehicle to full functionHad the customer actually done the repair, the fee would have been applied to the repair itselfThe customer makes several assumptions that are fundamentally incorrect That said, in the interest of resolving this issue, we will refund the full amount of the repair order todayWe will issue a credit today on the Visa that the customer paid with in the amount of $ Thanks, [redacted] Initial Consumer Rebuttal / [redacted] (2000, 16, 2016/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate Planet Honda's refund of the charges I incurred I would like to clarify that when I agreed to the cost of diagnostic service ($+ tax) for one-hour, it was because the service technician advised me that it was necessary to open the door panel to assess the problem, and there was a fair amount of labor associated with thisWhen diagnostic fees are to be assessed, it is paramount that the technician's accurately describe the service, as it affects the customer's evaluation of the service charge

We dropped the ball on this matterWe should have been more diligent in getting this handled for our customer We did not communicate with [redacted] as to what was going on like we should haveOnce I was made aware of the issue I got [redacted] in touch with the right person at our dealership and she did her best in getting this resolved for [redacted] as she did not know what was going on until the afternoon that [redacted] came inI apologize to [redacted] on behalf of our dealership for this issue and for our lack of communication

I have been advised by American Honda that I can't respond to any claims made by Mr***

Contract IssuesI purchased Honda's Friends for Life (FFL) service maintenance program when purchasing my vehicle from Planet Honda in March of One of the FFL benefits is "premium wash and vacuum at each visit, including washing of windows and dash"This was a significant factor in my choosing to purchase FFLI have been in for service times since purchasing my vehicleThey have not performed the above services at any visitI have specifically requested - and it still has not been doneDue to this and other issues (see additional Revdex.com claim) - I am no longer a "Friend for Life."RefundRefund in full of my FFL purchase price

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and although this situation has been resolved I still find it extremely problematic that I was left hanging for more than months. In addition to reporting the incident through the Revdex.com, I had to drive back to the dealership, speak to different sales representatives before being introduced to a manager. Once I spoke with him, the manager was very quick to put me in touch with the Communications Director, who apologized and assured me that she would personally oversee in the following two days that my issue would be taken care of. She did so and I am very grateful, but the situation should not have happened in the first place. I do not think that any additional action needs to be taken, however I am concerned that this severe lack of communication and the concerning lack of internal communication within the business will lead to other customers having a similar negative experience.I am glad that my difficulties have been resolved and appreciate the assistance that the Revdex.com provided
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: In response to the Revdex.com inquiry, Planet Honda states that there is no solution to our vibration issueIf there is no solution to our problem, why should we accept their response? This does not fix the problem We have been working on this problem since September In December we were told a Honda "Zone Manager" would contact us about an offer to buy back our carAs of the end of February 2016, we are still waiting for someone to contact us It is extremely discouraging to buy a brand new vehicle only to find out that the company knew about the vibration problem before we bought the car in May See attachment. It seems unfair that a car maker can knowingly sell a car with defects and not inform the buyer of such defectsIn our opinion this is dishonest, deceptive and fraudulent
Sincerely,
*** ***

The following letter was sent to the customer last week:Dear *** *** On or about October 28th, 2014, we responded to allegations that you made regarding the condition of a Honda Accord you purchased at this dealership. As a reminder I have taken the liberty of attaching a
copy of the letter hereto. Recently you filed a complaint with the Revdex.com stating the following: “Planet Honda hid the fact that the car I purchased was involved in a front end collision two months prior to my purchaseAt the time of purchase, I asked the sales representative if the car was ever involved in an accident as I would not have bought it otherwise and the response was " never" Because of this fact, I lost considerable amount of money when I re-sold the car as the CARFAX showed the accident in question.” As you are aware, the vehicle had a clear CarFax at the time you purchased the vehicle. Subsequent to your purchase, CarFax indicated the vehicle had been in an accident. After further research, CarFax amended the report to indicate that the vehicle was in fact not in an accident but that the windshield had been damaged. CarFax relied on a public record (police report) to update its file. There is no basis in fact for the allegations you have made. Please be advised that if you continue to make spurious and unsupported allegations we will have no choice but to seek legal redress. Planet Honda will take all necessary steps to guard its reputation. Please guide yourself accordingly. Sincerely, *** ** ***President

Initial Business Response /* (1000, 5, 2015/05/18) */
While the customer complained of an order in the car, there was never any disclosure to us that we should not use a deodorizer to help remedy the issueGiven the severity of the customers reaction to chemicals, it would seem reasonable that we
would have received this warning PRIOR to starting work on the vehicle
Despite that, we have gone out of our way to make a lease on a different vehicle workWhen we arranged for this, part of the agreement was to use the existing step boards and roof rack railsBecause the spray was on the inside of the vehicle these parts were never affectedAdditionally, any exterior part can be affected by the countless chemicals found in our environment todayThere is no benefit to not using the old ones and it was part of the way we were able to make this vehicle change happen
Finally regarding the cars seats and strollers, the customer states that the cost to replace is $1,In a very quick internet search we were able to find the following:
$*** *** *** ***
$*** *** *** ***
$*** *** stroller
All items include tax and free shipping from the several internet sites we found offering these itemsthis totals $906.44, well below the $1,claimed by the customerAs a good will gesture, we are willing to reimburse the customer $for these items in case there is a tax differenceThis offer is contingent on accepting the old running boards and roof rack or not using them, customers choice
We have made every effort to satisfy this customer, with no acknowledgement from her that she holds a great deal of the responsibility in this situationJust like a restaurant, if we are unaware of an allergy or sensitivity to any item, it is impossible for us to adequately prepare for it or alter our processes
Initial Consumer Rebuttal /* (3000, 7, 2015/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your reply, but unfortunately we will not accept this offerPlanet Honda performed a service on our car, without our consentWe had asked for a filter to be replaced if it looked like it needed to be replaced in our air systemWe did not give consent for Planet Honda to spray *** into our whole air intake system (which is the the air that we breathe in the car)If they would have called to ask consent before spraying it into our air intake system, we would have instantly told them that nothing can be sprayed on the inside of the car/air system
We had taken very good care of our three-year old leased *** *** and were about to buy out the car in two weeks after we dropped it off to Planet Honda for their and of lease inspectionDue to the above listed situation, we had to lease a new car (three year lease, then will buy out at the end of the term which means more years of car payments, instead of buying out the current lease and only four more years of car payments)Planet Honda made out very well with this situation, as they not only got to sell a meticulous 3-year old *** *** (with very low miles), but in turn they got to lease another car
We are requesting $1,to cover the costs of the two car seats and stroller that were in the car at the time (total of $950), and for the three new items that were supposed to come with our newly leased car (All Season Floor Mats $205, Cargo Tray $114, and Cargo Cover $= $450), as we will no longer do business with Planet HondaWe will be purchasing these *** items from a different dealer due to the unprofessional manner that they have dealt with this matter (we would be happy to talk with Revdex.com further about the unprofessional treatment during this process)
Thank you

Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title:***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aol.com
To whom it may concern:
I have researched the above mentioned fileMr*** came to the dealership and demoed the vehicle with the
salesperson, and there were no issuesMr*** signed documents stating the vehicle was "As is and Shown"One document that he signed off on says the following:
I fully understand that I am purchasing this vehicle As Is and ShownAny repairs needed to this vehicle will be the responsibility of the purchaser, following delivery of the vehicle I understand that I am 100% responsible for repairs, I understand that I own the vehicle and that there is no return policyIn addition he signed off on the car fax report which shows all the service recordsWe would be more than happy to take the vehicle back as a trade in on another vehiclePlease contact *** as soon as possible if interested
Thank you
*** ** ***
General Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Agreements were signedYes but the fact that it was discovered the car had a bad transmission so soon after purchase, makes it look badIt seems to us that a dealer would want to rectify such a situation and make it right
On 4/30/Spoke with *** *** (used car director) informed we were having issues with the transmission the first week we had received the car
Also informed that over the course of time , we were trouble shooting to see if in fact the transmission was the issue ( changing the
transmission valve body, the radiator , the transmission adapter plug, the transmission fluid(was dark brown) and smelled burned) to include a new filter and gasket and lastly the transmission control moduleAll to find out that the car needs a new transmissionWe were offered to bring the car in for a trade
We are not clear as to why we would trade this car for another and be upside down 10,plusThis does not make sound senseThis would not be beneficial to us
Pete stated that we should of brought the car in soonerThis could be true but was trying to trouble shoot to prevent returningA big mistake!!
The radiator coolant had leaked into the transmission which caused the inevitable complete failure of itwhich I strongly believe that had occurred prior to my purchaseNow we are are left to purchase a new transmission and pay for labor
The fact that that the transmission was bad indicates to me that the car is a lemon and had a bad transmission from day oneWe were told by our sales person(*** *** that this was a solid vehicle and we had nothing to worry aboutBut then he also stated
that the car would have been going to auction possibly if we had not purchasedNow, if we had not purchased this Mercedes at *** *** *** *** Court, *** IL XXXXX, They would not have received as much money as we paid for it
We are asking kindly for you kindly rectify this situation by:
1.Refunding our 2,deposit and take this Mercedes back or 2.Replace the transmission or reimburse us for parts and labor to have it doneReceipts and verification will not be an issue
We are not asking for reimbursement of the cost for parts and labor for the work that was performed
Final Business Response /* (4000, 9, 2015/05/14) */
I would be more than happy to fix the transmission based on our dedication to customer serviceI will have to locate one for that vehicle, please give us a couple of days and we will be in touch with customer to make arrangementsI did check the history on the vehicle and there was no prior issues it had just been serviced at a Benz dealer
Final Consumer Response /* (2000, 13, 2015/05/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to say that Our issue with our vehicle has been resolved We dealt with sales manager ,***He was very kind and courteousThe vehicle was towed on Wednesday and was received it back on FridayWe were informed that the old transmission had been replacedWe were also informed that the transmission had 45,miles on it along with a one-year warrantyWe are very satisfied with our results from Planet Honda and would return for businessThank you!! Thumbs up!!

Initial Business Response /* (1000, 10, 2015/11/05) */
the recall the customer came in on is for an extension of the warranty when there is excessive oil consumptionWe performed the firsty part of the test while the customer was here and it did not indicate there was a problemHowever, there
was a folltest that was to be completed per the repair orderthe customer was to drive miles and return to the dealership to measure the oil consumption during that periodthe customer has not returned at this point
We are happy to complete this test at the customer's convenienceWe are unable to determine if the engine can be replaced without completion of the proper testing per Honda's recall proceduresif she would like to talk to the owner, *** ***, please have her call at his direct line at XXX-XXX-XXXX
Thank you
Initial Consumer Rebuttal /* (3000, 12, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because the response doesn't address the extended warranty & cracked piston
Final Business Response /* (4000, 14, 2015/11/09) */
Again, we will need to complete the oil consumption diagnosis regardless of whether the manufacturer would cover it or the extended warranty would cover itThe extended warranty provides coverage around the manufacturer's warranty, so until we determine the outcome of the recall we can not make a claim with the extended warranty provider
The sooner we complete the diagnosis the sooner we can determine how to proceed with any issue we findI would love to tell the customer that we will automatically replace her engine, but we are bound by the diagnosis protocol set up by Honda first and the extended warranty provider secondUntil we are allowed to complete the diagnosis protocol, we cannot proceedWe are ready and willing to complete the diagnosis protocol at the customer's conveniencePlease have her call our Parts and Service Director, Kyle French at XXX-XXX-XXXX to make arrangementsHe is aware of her situation and is ready to helpAdditionally, I can be reached at XXX-XXX-XXXX if there are other issues that need to be addressed or if the customer would simply like to deal directly with me

Complaint: [redacted]
I am rejecting this response because: I am rejecting this response because: I tried to contact [redacted] both at her cell and at her employer number and no response. I finally received the cancelation paperwork just this week. The paperwork is unclear and no instructions were given. Out of the 4 pieces of paperwork, there are 3 that are exactly the same piece of paper stating only 1 of the service plans to be cancelled. I'm canceling 4 separate service plans. Again I reached out to [redacted] to better understand the steps needed to properly cancel these service plans. Also, on the physical contract, it states that I do not need to go through the dealership to cancel on my own. If I go through the dealership it will take 90 days to complete. That is a very long time. If I do it on my own it won't take that long. Also, I have no heard from anyone in regards to my lease contract in which I'm missing almost $5,000 overcharged on my vehicle that was not calculated for. That money needs to be accounted for and my payments be adjusted or to refund that illegal charge of my vehicle. I would like a response at soon as possible. Thank you.
Regards,
[redacted]

I will have our Service Drive Manager contact the customer and the tire manufacturer to resolve this issue with the tires for her.

We are aware of Mr. [redacted]'s frustration with his vehicle and also are sorry he is having this issue with the CR-V. We have informed our Honda Service & Parts Representative of these complaints so that we can try and resolve this for Mr. [redacted]. As of right now, there is no solution to...

the issue the customer is having. We have noted his visits and complaints.  Mr. [redacted] will need to go through Honda's arbitration policy to see if Honda will in fact purchase his vehicle back from him.  [redacted]General ManagerPlanet Honda

We did if fact overcharge for the filing fees required by the county. We collected an additional $52.20, which we did tell the customer we would refund. I had the transaction paperwork pulled and discovered that a check request was issued by our Finance Department, but not subsequently processed...

by our Accounting Department. that check is being processed and sent today.
Regarding the door ding, our service records show that that repair was completed on 12/8/15. While it has been difficult to reach us during the Takata airbag recalls, we have made increases to our staff in answering phones to better serve our customers. Additionally, we have added staff to handle post purchase service such as accessory install or repair commitments to customers, if any. We apologize for the delay and look to better serve our customers in the future.
Finally, regarding the customer's claim that the sale price was "whited out" on the paperwork sent to his credit union showing a different selling price, there is no sign of this in the paperwork from the transaction. In addition to that, that is not a practice we would condone. I will be contacting the customer directly to determine where the issue was.
Thanks, [redacted]
###-###-####

Contract IssuesI purchased Honda's Friends for Life (FFL) service maintenance program when purchasing my vehicle from Planet Honda in March of 2014. One of the FFL benefits is "premium wash and vacuum at each visit, including washing of windows and dash". This was a significant factor in my choosing...

to purchase FFL. I have been in for service 7 times since purchasing my vehicle. They have not performed the above services at any visit. I have specifically requested - and it still has not been done. Due to this and other issues (see additional Revdex.com claim) - I am no longer a "Friend for Life."RefundRefund in full of my FFL purchase price.

Complaint: [redacted]
I am rejecting this response because: I want to make sure there is actual follow through on the part of Planet Honda.  I will consider this closed once they have gotten back to me on their efforts.
Sincerely,
[redacted]

Initial Business Response /* (1000, 14, 2016/01/06) */
We stand behind our policy of a diagnosis fee to determine necessary repairs to bring a vehicle to full function. Had the customer actually done the repair, the fee would have been applied to the repair itself. The customer makes several...

assumptions that are fundamentally incorrect.
That said, in the interest of resolving this issue, we will refund the full amount of the repair order today. We will issue a credit today on the Visa that the customer paid with in the amount of $150.14.
Thanks, [redacted]
Initial Consumer Rebuttal /* (2000, 16, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate Planet Honda's refund of the charges I incurred.
I would like to clarify that when I agreed to the cost of diagnostic service ($130.00 + tax) for one-hour, it was because the service technician advised me that it was necessary to open the door panel to assess the problem, and there was a fair amount of labor associated with this. When diagnostic fees are to be assessed, it is paramount that the technician's accurately describe the service, as it affects the customer's evaluation of the service charge.

I have been advised by American Honda that I can't respond to any claims made by Mr. [redacted].