Pohanka Honda of Fredericksburg

Consumer Response Resolved:Mr. [redacted]I'm writing this email to inform you that Pohanka Honda of Fredericksburg has refunded my pro-rated value of the GAP policy. Mr. [redacted] of Pohanka corresponded with me both verbally and in writing each step of the way. He expedited the refund process and...

send the check via [redacted] in which I received on 1/23/17. As for my part, I feel this matter has been resolved. I thank you and the Revdex.com for any assistance or influence in obtaining a quick resolution. I don't know if Pohanka ever responded to the Revdex.com inquiry but I felt it would only be fair to all parties involved to ensure the Revdex.com was fully updated throughout the process of complaint ID 11938777. Sincerely,[redacted]

Jessie called from the business stated that the consumer came in to cancel the Gap insurance on February 26, 2017. On February 27, 2017 the Gap insurance was processed for cancellation. Jessie stated that the cancellation process to get the check out can take between four to six weeks. A check was...

mailed out on March 17, 2017.

Judia called from the business stated that she checked to see if the check had been cashed and it has not been. She had a stop put on that check. Judia stated that she has attempted to contact Ms. [redacted] to see if she would like to come pick the check up or have it mailed to her. She is going to give it till tomorrow to see if she receives a phone call back and if not she is going to mail the check.

Tell us why here...
Pohanka Honda of Fredericksburg has offered to honor the original contract as well as bring in a car that has acceptable miles for the client. However, we feel that her request to receive $1500 worth of accessories for free is not reasonable. We did pay to bring in a...

replacement car on the date of the scheduled delivery but she rejected the vehicle because it had 60 miles on the odometer. In addition, this request has to be taken in context with the price which she had negotiated prior to delivery. The deal approved is well below market and our vehicle cost.
Sincerely,
[redacted]

I have responded to Ms [redacted] concerns by email. I did apologize for her feeling upset but the financing is based on a customers credit score. The banks lend based on this credit score and I have no control over the financing for which she is qualified.

The general manager has waived this fee for me. I think it is resolved. Regards,
[redacted]

[redacted],
We apologize for the repair that was performed at out dealership. The Service Manager [redacted] has contacted you and offered to re-imburse you for the cost of the repair at [redacted]. In addition, we have invited you to bring the car back to our dealership...

for a complete inspection. We feel it is important to respond quickly to your concerns.
Sincerely,
[redacted]
General Manager

Hi, I do not know where to honestly begin; when I first walked in, I saw a receptionist that did not even greet me hello but instead just stared at me until a sales associate came to greet me after 30 minutes. When the sales associate named Alexandra approached me, she did not even have a set desk for me to sit at. I started up the conversation and shared the fact that I was a general manager in the same field. Her reply was snappy, saying that she was a [redacted] manager prior to this job, in a [redacted] tone. I then stated that I wanted to test drive the [redacted] with all-wheel drive because I was trading my fully-loaded [redacted] with AWD. I made it clear that all-wheel drive was one of the main aspects that I wanted in the [redacted], and asked her if the one in the showroom had AWD. She said yes. During the test drive, I found out that it was actually FWD and she then began speaking unpleasantly about Honda as a company and the dealership she worked at. At this point I felt very uncomfortable. How can I be interested in buying a car from Honda when even the sales person is not? I am just astounded at her professionalism and could not believe I was trying to buy a car from an employee who does not believe in the product itself. I ended the test drive abruptly and when we arrived, I showed her that the [redacted] in the showroom was all-wheel drive and she was discourteous, stating that she had other customers coming out and that I needed to hurry up. Being in the same business as her, which prides itself in great customer service, I felt total inconsideration on her part. She left me in the showroom waiting area and came back with a ridiculous offer for my [redacted], and did not negotiate one penny on the car I was interested in. I told her that I had previously went to other dealerships before hers and that I had great offers from them, but did not sign any paperwork because a friend of mine had gotten a great deal at this dealership and I wanted to see what kind of deal/offer I could receive. Alexandra then told me that she did not care if I went to another dealership and again, walked away from me, proceeding to bring another sales associate back, who turned out to be the sales manager and went by the name of Tim. I honestly have to say that I do not even know how he got the position he had due to his lack of courtesy. He came up with a confrontational approach, instead of the usual meet-and-greet attitude that most dealerships have. He began implying in a rude tone that I was the "professional and car expert" in a sarcastic manner. I did not appreciate the vibe I was receiving from him and felt a lot of negative energy and tension coming from him. I asked him if everything was okay, he then told me that I was very disrespectful to Alexandra. I was surprised because I even brought her a drink out of courtesy and another co-worker one as well because I did not notice any refreshments at their dealership, which is a staple in providing great customer service to which I would know, since I too, am in the business of car sales myself. To be honest, I felt profiled from some of the things that were said during the test drive and with the energy that I received from Tim. I then asked for my [redacted] keys back and as we were walking to Tim's office to get them, I asked what all the hostility was and he told me that I was rude for being on the phone when he approached me. As a customer, I am given the right to be on the phone with who I want, because I am not the one working, and I was the customer. All in all, I was prepared to buy a car that day but sadly didn’t. Alexandra did not once bother to ask how I was buying the car, and wasted 4 hours of my time. Sad thing is, I was very interested in the [redacted] with AWD and was disappointed at how the staff moral was. What do you do when the product is great but the service isn’t?

I met with [redacted] yesterday and heard her concerns. I have gotten some help from [redacted] with regards to this repair and the dealership has agreed to pay part of the repair as well. [redacted] has agreed to pay a portion as well. She was given a rental car to use while the repair is being...

completed and she said she is happy.

On December. 8, 2014 [redacted] and myself discussed the concern (by phone) about his vehicle failing a [redacted] Safety inspection. [redacted] safety inspection requires any state inspector to reject vehicles with any semi-transparent or non-transparent stickers or film. Client has decided not to...

register vehicle in the state of**. Due to the fact that he is in the military and he can retain his plates from his previous state.  This concern at another level would have to be reviewed by the [redacted] state police. Client stated he was given the phone Number to Trooper[redacted], our managing Trooper.  Respectfully,[redacted]Service Director Pohanka Honda of Fredericksburg[redacted]

I have reached out to Ms [redacted] and left her a message. My plan is to take care of the payment which the dealership paid on her behalf. This should satisfy this situation.

Review: I took my truck to Pohanka of Fredericksburg for a AC Blower fan problem. I was told it was a blower motor resister (open market price is about $25) but they didn't have it in stock so I had to go back the next day for what I was told would be a few minutes to replace (looks like two screws for removal and replacement). When I took it back, Matt told me it would be a few minutes (longer to drive it into the service bay than to replace it. About 45 minutes later, he comes back and says the blower motor is working but it's not blowing cold air and there's somethign wrong with the AC unit. he says it's not the resister but something else is wrong, probably the AC switch on the AC unit. He also says it could be a leak in the system and recommends draining the refrigerant and replacing it and adding flourescent liquid to it so they can see the location of the leak. I told Matt I didn't have time (or the money for the almost $300 quote I was given) and just put everything back together and I'll come back at another time. When he drove the truck out he tells me the AC is working now but it could develop a problem later! This sounds like a scam at Pohanka to charge people for things they don't need. I feel terrible about a lady who came in the waiting area and says she needs $1000 worth of work done! Also why am I charged $120 for 1.2 hours of labor for what I'm told takes minute and $100 for a resister that costs $25? we will never take our Hondas there for repair again.Desired Settlement: Refund the unreasonable charges ($150). Also someone needs to watch the service dealings at this dealer.

Business

Response:

Concern resolved with client over phone.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Said Saadi

Hi, I do not know where to honestly begin; when I first walked in, I saw a receptionist that did not even greet me hello but instead just stared at me until a sales associate came to greet me after 30 minutes. When the sales associate named Alexandra approached me, she did not even have a set desk for me to sit at. I started up the conversation and shared the fact that I was a general manager in the same field. Her reply was snappy, saying that she was a [redacted] manager prior to this job, in a [redacted] tone. I then stated that I wanted to test drive the [redacted] with all-wheel drive because I was trading my fully-loaded [redacted] with AWD. I made it clear that all-wheel drive was one of the main aspects that I wanted in the [redacted], and asked her if the one in the showroom had AWD. She said yes. During the test drive, I found out that it was actually FWD and she then began speaking unpleasantly about Honda as a company and the dealership she worked at. At this point I felt very uncomfortable. How can I be interested in buying a car from Honda when even the sales person is not? I am just astounded at her professionalism and could not believe I was trying to buy a car from an employee who does not believe in the product itself. I ended the test drive abruptly and when we arrived, I showed her that the [redacted] in the showroom was all-wheel drive and she was discourteous, stating that she had other customers coming out and that I needed to hurry up. Being in the same business as her, which prides itself in great customer service, I felt total inconsideration on her part. She left me in the showroom waiting area and came back with a ridiculous offer for my [redacted], and did not negotiate one penny on the car I was interested in. I told her that I had previously went to other dealerships before hers and that I had great offers from them, but did not sign any paperwork because a friend of mine had gotten a great deal at this dealership and I wanted to see what kind of deal/offer I could receive. Alexandra then told me that she did not care if I went to another dealership and again, walked away from me, proceeding to bring another sales associate back, who turned out to be the sales manager and went by the name of Tim. I honestly have to say that I do not even know how he got the position he had due to his lack of courtesy. He came up with a confrontational approach, instead of the usual meet-and-greet attitude that most dealerships have. He began implying in a rude tone that I was the "professional and car expert" in a sarcastic manner. I did not appreciate the vibe I was receiving from him and felt a lot of negative energy and tension coming from him. I asked him if everything was okay, he then told me that I was very disrespectful to Alexandra. I was surprised because I even brought her a drink out of courtesy and another co-worker one as well because I did not notice any refreshments at their dealership, which is a staple in providing great customer service to which I would know, since I too, am in the business of car sales myself. To be honest, I felt profiled from some of the things that were said during the test drive and with the energy that I received from Tim. I then asked for my [redacted] keys back and as we were walking to Tim's office to get them, I asked what all the hostility was and he told me that I was rude for being on the phone when he approached me. As a customer, I am given the right to be on the phone with who I want, because I am not the one working, and I was the customer. All in all, I was prepared to buy a car that day but sadly didn’t. Alexandra did not once bother to ask how I was buying the car, and wasted 4 hours of my time. Sad thing is, I was very interested in the [redacted] with AWD and was disappointed at how the staff moral was. What do you do when the product is great but the service isn’t?

Review: I purchased 2 brand new [redacted] (1 in June and 1 in July) and was pleased with purchase price on both vehicles. I wanted both vehicles registered in South Dakota for my own tax reasons. I was issued 2 sets of temp tags for vehicles and on third set when finally the [redacted] county treasury dept in SD recieved paperwork to include title apps and damage disclosure paperwork for both vehicles. My third set of temp tags expired on 21 Oct. I was notifed by SD via email on 17 Oct that the paperwork is not filled out completely/correctly (title apps flled out incorrectly and damage disclosure document not filled out). I was also told that there will be late charges as well because vehicles were not registered within 30 days. I have called Pohanka Honda on average 10 times a week for a month now and have spoken to someone once which is what got the ball rolling to get paperwork to SD after being told for the first two months after purchase not to worry that everything was being worked. Since 17 October when SD contacted me I have called 3-5 times a day and left NUMEROUS messages with no reply.Desired Settlement: I need Pohanka Honda or whoever they have handling my paperwork to call [redacted] county treasurer dept at [redacted] and correct/complete paperwork so I can pay the taxes and recieve my tags for both vehicles. Also, I feel Pohanka Honda is responsible for the late fees because this was all in their hands to handle. Also, I have to still drive both vehicles with expired temp plates on both, so if there are any tickets while this is being worked out Pohank should be responsible for those as well

Business

Response:

[redacted],

We have taken care of processing the tag work for this client and he will have permanent metal tags for his cars very soon. He will not be responsible for any late fees.

Sincerely,

Review: On 2/18/2016 I took my [redacted] into Pohanka Honda's Service department. I informed the service attendant [redacted] that I thought there was a small nail in-bedded in my front driver side tire, because I could see a silver nail head in the tire treed. I was later told my tire needed to be replaced and indeed there was a nail found. I paid for the tire and was on my way. Even after the new tire I still noticed a not so smooth ride, but due to my overnight work schedule and 1 1/2 hr commute to work, I did not have a chance to check my tires. It was 7 days later when I noticed that the front passenger tire and not the front driver side tire had been replaced. I took my vehicle back to the service center where they claimed the tire that was replaced indeed had a nail and NOW the front driver side tire has two nails and would need to be replaced for the cost of a new tire. I declined, because this made no since to me. From my initial visit my paperwork was noted with my specific complaint, but yet they took the wrong tire and did not inform me of this nor was it noted on my receipt. So why then should I be forced to pay for the tire I originally paid for twice, because someone in the service department failed to communicate with the service tech my concerns; and that person failed to tell me, that instead of replacing the tire that was asked to be replaced they did the total opposite. Pohanka no matter what you say, you really dropped the ball on customer service and have lost a loyal client.Desired Settlement: I think Pohanka should refund the full cost of replacing the wrong tire or give me a tire of equal value plus the cost of labor for the tire that was mistakenly replaced. I have lost my trust in Pohanka's service department and would no longer allow them to service my vehicle.

Business

Response:

Our Service Manager, [redacted] contacted Mr. [redacted] and they reached an agreement to compensate him when he is ready to purchase tires for the rear of his vehicle. The agreement was reached based on the fact that Mr. [redacted] had already paid to have the tire in question replaced at another facility. An email was sent to Mr. [redacted] to solidify the agreement. Mr. [redacted] expressed that he is satisfied with the resolution.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: On Feb 15th I contacted pohanka about a used [redacted] I saw on their website..I let them know I wanted to keep my payments under 300 they said that was no problem. I went to the dealership traded in my [redacted] and signed paperwork financing the [redacted] for 66 months 8.99 in rate at 304 a month. On March 4th I realized my other vehicle that I traded hadn't been paid off so I conta ed the dealership and they proceeded to tell me they could t get financing so that's why.so it had been 17 days and no one had cared to contact me and let me know aND on top of it all they had already sold my vehicle! So they made me bring back the [redacted].they said I had to be in a [redacted] so I agreed to go in a [redacted] which I didn't even Like. So I'm driving the vehicle the next day and the air conditioning is blowing non stop. I call them and told them I'm brining this vehicle back ..they gave me a hard time but the. Agreed. I ended up with a [redacted] odessey which was told my payment would stay the same as crv I get there and it's gone up and the paperwork isn't even ready as promised aND the person is gone! Next day I have to go back for body work go in when they said to.come aND it's not even all done...this has beeN a complete disaster aND I highly recommend no one to deal with them, they are crooks! I have always dealt with [redacted] and they've been nothing but great.pohanka made me feel about as big as a grain of rice. On top of it the used car sales manager called me crazy and walked away. this is a big purchase for most people and when you start to mess with someone's money it becomes serious!Desired Settlement: An apology and reduction in interest rate since I was told incorrect info and totally taken advantage of.

Business

Response:

I have responded to Ms [redacted] concerns by email. I did apologize for her feeling upset but the financing is based on a customers credit score. The banks lend based on this credit score and I have no control over the financing for which she is qualified.

Review: I agreed to purchase a vehicle and signed a contract agreeing to the price and added accessories. I was asked to provide a $500.00 check in order for them to put the accessories on the vehicle. They said if they did not have a deposit from me, they could not resell the vehicle with the added accessories.

They cashed my check, put the accessories on and opened an account for the XM radio under my e-mail address. I was called the day prior to picking up the vehicle and they said they "accidentally sold it by mistake". They told me that the accessories were put on the vehicle and they gave those accessories to the NEW buyer (of the same vehicle I already paid a deposit to purchase) without knowledge thereof. They tried to get me to buy another vehicle they drove down from MD but it had 60 miles on it as opposed to 4 miles on the new one I agreed to purchase.

I requested they get a brand new vehicle and that I would still purchase it, if they comp'ed the $1500 worth of accessories for the mistake and having to wait for a new car. They refused. I am now dealing with trying to get my $500.00 back that I never benefited from..........Desired Settlement: I want them to honor their contract and compensate for their error by including the accessories for free. This has taken days out of my off time and put me through the worst frustration ever in trying to buy a product. This is NOT a way to do business and they should honor the contract and compensate for what they have put me through as a consumer!

Business

Response:

Tell us why here...

Pohanka Honda of Fredericksburg has offered to honor the original contract as well as bring in a car that has acceptable miles for the client. However, we feel that her request to receive $1500 worth of accessories for free is not reasonable. We did pay to bring in a replacement car on the date of the scheduled delivery but she rejected the vehicle because it had 60 miles on the odometer. In addition, this request has to be taken in context with the price which she had negotiated prior to delivery. The deal approved is well below market and our vehicle cost.

Sincerely,

Review: Pohanka Honda will not stop sending me unwanted mail. They were notified with a cease and desist oder over a year ago, and they only followed it for a couple months. Their advertising trash now arrives every week or two.Desired Settlement: I gave Pohanka Honda a chance to do the right thing, and they have proven themselves incapable of following elementary directions. I expect to be paid $1000 (one-thousand dollars) each and every time I am mailed their trash advertising henceforth. If we make them pay, they might bother to pay attention.

Review: I purchased a [redacted] in May 2013 from this dealership. I was told that I HAD to purchase the extended [redacted] warranty in order to get the deal I was getting. However‚ after 6 months‚ I could call and cancel it if I wanted to. Now‚ I have found out that I DID NOT need to purchase any extended warranty had I not wanted to. And on top of that‚ the warranty they sold me‚ cover a warranty that they manufactor already covers at this time. I asked for a max payment of $400‚ they have me at $500. I understand that that is over and done with‚ but that’s what I’ve dealt with since the beginning. When I purchased the SUV‚ I had to replace the tires right away. My road test was in the parking lot. They were completely bogged and not road worthy (noticed on the drive home!). Yes‚ Pohanka reimbursed me 1/2. But only after I paid for it in full and had to provide transport for the tires. Now‚ I haven’t even had the vehicle a year and the steering rack needs to be replaced and it’s going to cost $1700! I feel like I have been taken advantage of and lied to. While the people are nice to your face‚ no one in management is returning my calls. I’m driving my FOUR children in a vehicle that I don’t even know if it’s SAFE! Please help. This is so unfair.Desired Settlement: To get a refun of the [redacted] warranty and for it to cover whatever work needs to be done. Any other costs shall be covered by Pohanka.

Business

Response:

I met with [redacted] yesterday and heard her concerns. I have gotten some help from [redacted] with regards to this repair and the dealership has agreed to pay part of the repair as well. [redacted] has agreed to pay a portion as well. She was given a rental car to use while the repair is being completed and she said she is happy.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to finish performing the repairs. Along with paying for half of the expenses for the repairs as agreed and for the rental that has been provided during the repair process, I will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I came in for an extra key, to check failure of the existing key to lock the drivers door, and to check road noise in my front right tire that was not corrected by a four wheel alignment. The dealership declared that the problem with the tires was actually the failure of the front left wheel bearings, that another four wheel alignment would be necessary after the bearings were replaced, that something had failed in the door, and that the car needed rear brakes, an oil service for the transmission, and an oil service for the braking system. I was given an estimate, called my extended warranty company, was told that they would cover everything but the fluid changes but that the claim had to come through the dealership, and called the service adviser, gave him the information for the warranty, and told him that if the warranty came through to reinstate the denied services (both oil changes and brakes). I was called by the warranty company and told that the former owner of the car had not "transferred" the warranty to me properly so the car had no extended warranty. I called back the dealership and told them that the warranty was a no go. I called back a half hour later to make sure that the adviser had indeed not added in the services that I had agreed to if the warranty had covered the major repairs and was told that the oil changes were already done and that the brakes were under way. The car was declared ready for pickup, I came to get it, and they had forgotten to make the extra key. I waited for that. I then drove away and immediately returned because the problem with the noise in the front that was supposedly fixed by the wheel bearing replacement still existed. They kept the car overnight and told me that the noise was caused by tire "cupping" on the front right tire. We were going on a trip (the reason for the need of a key and the check of the road noise), I checked the tire pressure, and found that the front right tire was almost twenty pounds over stock (i.e. the reason for the tire "cupping" and about half of the noise). I.E. they should have found this out without my help and before charging me for a superfluous wheel bearing replacement and an additional four wheel alignment.Desired Settlement: They did not repair the problem the car was brought in for and performed services that I declined. The bill should be adjusted to reflect those facts...

Business

Response:

Concerns were rectified and both parties agreed to amicable terms.