Rancho Santa Margarita Honda

To whom it may concern, Mr [redacted] & [redacted] chose the day option (to provide their own financing)and were fully aware of the contract being optionalThey also selected to drive the vehicle home the same dayWhen a Customer expresses the desire to drive home and request a day optional contract, the Dealer must respect this by executing a cashable contract in case his or her bank declines their application, then the dealer contract goes into effect immediatelyWhen the issue of the credit inquire came to my attention, it was already too late in the registration process which takes place in the Finance Department with the Finance ManagerRSM Honda was in full compliance every step of the way as this is a standard procedure for process Sincerely, [redacted] Sales ManagerRSM HONDA

To whom it may concern, Mr [redacted] & [redacted] chose the day option (to provide their own financing)and were fully aware of the contract being optionalThey also selected to drive the vehicle home the same dayWhen a Customer expresses the desire to drive home and request a day optional contract, the Dealer must respect this by executing a cashable contract in case his or her bank declines their application, then the dealer contract goes into effect immediately When the issue of the credit inquire came to my attention, it was already too late in the registration process which takes place in the Finance Department with the Finance Manager RSM Honda was in full compliance every step of the way as this is a standard procedure for process Sincerely, [redacted] Sales Manager RSM HONDA

Ms[redacted] I would first like to apologize for the miscommunication an the refund checkThe check I was referring to was for a different matterI apologize for thatYour complaint to the Revdex.com was requesting a refund on the documentation processing charge and the electronic vehicle registration feeThese fees are charged to every customer, on all purchases, cash deals or financed You may check with the DMV and the State of California When selling a vehicle there are guidelines we have to follow and that includes but is not limited to having a contract signed and many other documents produced and signed whether the purchase be a cash, or Financed transaction I am sorry we will not be refunding the above mentioned fees

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Linda Mariano from the dealership informed Revdex.com last week that they had issued me a refund check #*** No refund check for any amount ever arrived, so I called Linda yesterday She said she would check my file Today she called me back and told me that they will not issue me any refundHer stance is that they had a contract with me and the fees were allowed under the contract for them to pay to a third party That was far from the truth First, as I had detailed in my original complaint, I made it clear that I did not want financing, which means there was no need for any contract [redacted] from the finance department insisted that I took possession of the car on that day (I guess, to prevent me from changing my mind from the purchase) and that the paperwork that he prepared would be destroyed the next day when I returned with a balance payment He assured me that I would be required to pay only the agreed purchase price plus government fees less the deposit I already paidSecond, when I went back the next day with a full balance payment, the paperwork on my car had not even left his desk and so absolutely there was no third party involvement whatsoever at that point Third, having telling Revdex.com that a refund check was issued to me when in fact they had no plan to do so The dealership used bait and switch tactic That was why I stated in my original complaint that the dealership is unethical Regards, [redacted] ***

RevDex.com: I have reviewed the response... made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Linda Mariano from the dealership informed BBB last week that they had issued me a refund check #***. No refund check for any amount ever arrived, so I called Linda yesterday. She said she would check my file. Today she called me back and told me that they will not issue me any refund. Her stance is that they had a contract with me and the fees were allowed under the contract for them to pay to a third party. That was far from the truth. First, as I had detailed in my original complaint, I made it clear that I did not want financing, which means there was no need for any contract. [redacted] from the finance department insisted that I took possession of the car on that day (I guess, to prevent me from changing my mind from the purchase) and that the paperwork that he prepared would be destroyed the next day when I returned with a balance payment. He assured me that I would be required to pay only the agreed purchase price plus government fees less the deposit I already paid. Second, when I went back the next day with a full balance payment, the paperwork on my car had not even left his desk and so absolutely there was no third party involvement whatsoever at that point. Third, having telling BBB that a refund check was issued to me when in fact they had no plan to do so. The dealership used bait and switch tactic. That was why I stated in my original complaint that the dealership is unethical. Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I can understand if one individual (Sales Consultant Mt [redacted] ) is making an errorBut this was prepared and presented by the Internet Sales Manager (Mr***, whom I never met)The Sales manager, Mr [redacted] , also confirmed the pricing via email dated Jan 20, 5:56PM and in person on Jan 23, at around 8PMIndeed, Mt [redacted] said, "I see that my collegues have put together an agressive deal to get you as the customerWe are all set." At this time, I pointed out to the months written errnously on the pricing sheet presented by Mr [redacted] My [redacted] that will be automatically corrected in the systemHe directed that I work with Mr [redacted] towards applicationI then filled out my applicationwith Salary and SSN informationAn hour later (at around 9PM), I was called in again by Mr [redacted] into his office, where I was briefed about this manual error.I have listed the detailed sequence of events again belowAs a customer, I did my diligence and confirmed the car and deal nearly times - in writing, over the phone, and in personThe deal has been reviewed by three different people (Internet Sales Manager, Internet Sales Consultant, and Sales Manager) – two of them are managersConsidering all this, it is difficult to believe this was a genuine mistakeIt seems like a sales tactics to get the customer into the dealership and apply high pressure sales tactics to sell them at a different priceAs I review [redacted] and [redacted] reviews, I can see similar feedback / complaint from other customers citing that the dealership quoted one price and changed it once the customer is in· Jan 18th – Filled out an internet inquiry requesting specifically for Oddysey EXL on lease for years, $down, and 12K miles per year.· Jan 19th – Internet Sales Consultant, Mr [redacted] , replies back asking me to come for a test driveI respond back requesting a quote for Oddysey EXL on lease for years, $down, and 12K miles per year.· Jan 20th – Responds back with a monthly lease price of $The exact email response was, “The monthly price for the [redacted] Odyssey EX-L with $2,down is $per monthThat's a year 12,mile per year lease”You will notice that the request and response is very clearNo room for miscommunication or confusionFIRST CONFIRMATIONI responded back inquiring if the price offered included tax· Jan 20th – At 6PM, Mr [redacted] , Sales Manager intercepted my email conversation with the Sales consultant and offered to provide a discount if I came in the same nightHe should have reviewed the deal price as he sees the email trail, since he responded back to my price questionThe exact email response was, “If you can come in tonight I will give you an additional $250.00”SECOND CONFIRMATIONI checked emails later night that day and indicated I cannot come in the same day, but offered to come in during the week day.· Jan 21st – Mr [redacted] replied back my inquiry that the price included taxThe exact email response was, “the prices I quoted you INCLUDE all taxes and feesThat's the total payment each monthNothing additional.” THIRD CONFIRMATION.· Jan 22nd – I called Mr [redacted] to setup an appointment timeLeft VM and sent a follemailMr [redacted] responded to the email suggesting that he will call back on Jan 23rd.· Jan 23rd - Mr [redacted] emailed back and I called him backDuring the call, I verified the vehicle, model, price, tax inclusion again verballyFOURTH CONFIRMATIONSubsequently, I setup time at 6PM later that day and confirmed via email.· Jan 23rd – 5:30PM: A few friends and I arrived at the Dealership and reviewed the car, colors, and picked the only available color in the first one and half hour· Jan 23rd – 7PM: Subsequently, I went into Mr [redacted] office, where he went through the deal, and provided a pricing sheetWe noticed that the pricing sheet has “months” instead of “months”Mr [redacted] indicated that it was a printing mistake and that it is correctly mentioned as “months” in the systemFIFTH CONFIRMATIONI demanded that he show me a new pricing sheet with the correctionHe responded back that he will now take me to Mr [redacted] , Sales Manager, who will print me a new pricing sheet anywaysI took the pricing sheet and corrected the number of months manually.· Jan 23rd – 8PM: Mr [redacted] took me to Mr [redacted] ’s office which was in the front of buildingMr [redacted] reviewed the pricing sheet and indicated that one Mr [redacted] (Internal Sales Manager) has put this deal togetherSIXTH CONFIRMATIONHe acknowledged that the deal is aggressive and that everything looks wellI asked and he confirmed that the lease tenure is monthsHe remembered our email conversation on Jan 20th and offered the same additional discount of $250.· Jan 23rd – 9PM: Mr [redacted] had me sign a few documentsHe also took my personal details including address, salary and SSN, now that the car and deal has been finalizedHe took those documents to the back-office for processing· Jan 23rd – 9:30PM: Mr [redacted] took me to Mr [redacted] ’s officeMr [redacted] informed me that a mistake was made in the lease price calculationMr [redacted] had apparently used “months” as the parameter for lease price calculation, but such a lease term does not even existHe apologized for the “manual” error and offered a new “competitive” price at $per month (a 48% increase)o I referred him to the numerous email and phone communications where the deal price was confirmedHe simply responded that email and phone confirmations are not legal documents and that the customers should not trust communication from any other employee other than him at that dealership.o We inquired and he confirmed that they have already run a credit check on my file before finding the mistake.Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I can understand if one individual (Sales Consultant Mt. [redacted]) is making an error. But this was prepared and presented by the Internet Sales Manager (Mr. [redacted], whom I never met). The Sales manager, Mr. [redacted], also confirmed the pricing via email dated Jan 20, 5:56PM and in person on Jan 23, at around 8PM. Indeed, Mt [redacted] said, "I see that my collegues have put together an agressive deal to get you as the customer. We are all set." At this time, I pointed out to the 72 months written errnously on the pricing sheet presented by Mr. [redacted]. My. [redacted] that will be automatically corrected in the system. He directed that I work with Mr. [redacted] towards application. I then filled out my applicationwith Salary and SSN information. An hour later (at around 9PM), I was called in again by Mr. [redacted] into his office, where I was briefed about this manual error.I have listed the detailed sequence of events again below. As a customer, I did my diligence and confirmed the car and deal nearly 6 times - in writing, over the phone, and in person. The deal has been reviewed by three different people (Internet Sales Manager, Internet Sales Consultant, and Sales Manager) – two of them are managers. Considering all this, it is difficult to believe this was a genuine mistake. It seems like a sales tactics to get the customer into the dealership and apply high pressure sales tactics to sell them at a different price. As I review [redacted] and [redacted] reviews, I can see similar feedback / complaint from other customers citing that the dealership quoted one price and changed it once the customer is in. ·        Jan 18th – Filled out an internet inquiry requesting specifically for 2018 Oddysey EXL on lease for 3 years, $2000 down, and 12K miles per year.·        Jan 19th – Internet Sales Consultant, Mr. [redacted], replies back asking me to come for a test drive. I respond back requesting a quote for 2018 Oddysey EXL on lease for 3 years, $2000 down, and 12K miles per year.·        Jan 20th – Responds back with a monthly lease price of $357.39. The exact email response was, “The monthly price for the [redacted] Odyssey EX-L with $2,000 down is $357.39 per month. That's a 3 year 12,000 mile per year lease”. You will notice that the request and response is very clear. No room for miscommunication or confusion. FIRST CONFIRMATION. I responded back inquiring if the price offered included tax. ·        Jan 20th – At 6PM, Mr. [redacted], Sales Manager intercepted my email conversation with the Sales consultant and offered to provide a discount if I came in the same night. He should have reviewed the deal price as he sees the email trail, since he responded back to my price question. The exact email response was, “If you can come in tonight I will give you an additional $250.00”. SECOND CONFIRMATION. I checked emails later night that day and indicated I cannot come in the same day, but offered to come in during the week day.·        Jan 21st – Mr. [redacted] replied back my inquiry that the price included tax. The exact email response was, “the prices I quoted you INCLUDE all taxes and fees. That's the total payment each month. Nothing additional.” THIRD CONFIRMATION.·        Jan 22nd – I called Mr. [redacted] to setup an appointment time. Left VM and sent a follow-up email. Mr. [redacted] responded to the email suggesting that he will call back on Jan 23rd.·        Jan 23rd - Mr. [redacted] emailed back and I called him back. During the call, I verified the vehicle, model, price, tax inclusion again verbally. FOURTH CONFIRMATION. Subsequently, I setup time at 6PM later that day and confirmed via email.·        Jan 23rd – 5:30PM: A few friends and I arrived at the Dealership and reviewed the car, colors, and picked the only available color in the first one and half hour. ·        Jan 23rd – 7PM: Subsequently, I went into Mr. [redacted] office, where he went through the deal, and provided a pricing sheet. We noticed that the pricing sheet has “72 months” instead of “36 months”. Mr. [redacted] indicated that it was a printing mistake and that it is correctly mentioned as “36 months” in the system. FIFTH CONFIRMATION. I demanded that he show me a new pricing sheet with the correction. He responded back that he will now take me to Mr. [redacted], Sales Manager, who will print me a new pricing sheet anyways. I took the pricing sheet and corrected the number of months manually.·        Jan 23rd – 8PM: Mr. [redacted] took me to Mr. [redacted]’s office which was in the front of building. Mr. [redacted] reviewed the pricing sheet and indicated that one Mr. [redacted] (Internal Sales Manager) has put this deal together. SIXTH CONFIRMATION. He acknowledged that the deal is aggressive and that everything looks well. I asked and he confirmed that the lease tenure is 36 months. He remembered our email conversation on Jan 20th and offered the same additional discount of $250.·        Jan 23rd – 9PM: Mr. [redacted] had me sign a few documents. He also took my personal details including address, salary and SSN, now that the car and deal has been finalized. He took those documents to the back-office for processing. ·        Jan 23rd – 9:30PM: Mr. [redacted] took me to Mr. [redacted]’s office. Mr. [redacted] informed me that a mistake was made in the lease price calculation. Mr. [redacted] had apparently used “72 months” as the parameter for lease price calculation, but such a lease term does not even exist. He apologized for the “manual” error and offered a new “competitive” price at $529 per month (a 48% increase). o   I referred him to the numerous email and phone communications where the deal price was confirmed. He simply responded that email and phone confirmations are not legal documents and that the customers should not trust communication from any other employee other than him at that dealership.o   We inquired and he confirmed that they have already run a credit check on my file before finding the mistake.Regards,
[redacted]

To whom it...

may concern,
 
Mr. [redacted] & [redacted] chose the 5 day option (to provide their own financing)and were fully aware of the contract being optional. They also selected to drive the vehicle home the same day. When a Customer expresses the desire to drive home and request a 5 day optional contract, the Dealer must respect this by executing a cashable contract in case his or her bank declines their application, then the dealer contract goes into effect immediately.
 
When the issue of the credit inquire came to my attention, it was already too late in the registration process which takes place in the Finance Department with the Finance Manager.
 
RSM Honda was in full compliance every step of the way as this is a standard procedure for process.
 
 
Sincerely,
 
[redacted]
Sales Manager
RSM HONDA

Ms.[redacted] I would first like to apologize for the miscommunication an the refund check. The check I was referring to was for a different matter. I apologize for that. Your complaint to the Revdex.com was requesting a refund on the documentation processing charge and the electronic vehicle registration fee. These fees are charged to every customer, on all purchases, cash deals or financed . You may check with the DMV and the State of California.  When selling a vehicle there are guidelines we have to follow and that includes but is not limited to having a contract signed and many other documents produced and signed whether the purchase be a cash, or Financed transaction.  I am sorry we will not be refunding the above mentioned fees.

We take customer satisfaction very seriously and strive to be number one in that regard.  In this case, we did make an honest mistake when quoting a lease. We don't sell cars giving incorrect pricing. Once the customer arrived and we went over the numbers together (approximately an hour - hour...

and a half), the mistake was discovered.  We explained what happened and tried to rectify it as best we could, but the customer didn't want to hear anything about it and refused to believe it was an honest mistake.  Of course, the last thing we want is to create an unhappy customer, especially one who was referred here by somebody who sent 5 other customers here in the not so distant past who all purchased/leased vehicles and were very happy.  We regret the error, but it was just that - an error. Thank you kindly[redacted]

Revdex.com:
I have reviewed the response...

made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Linda Mariano from the dealership informed Revdex.com last week that they had issued me a refund check #[redacted].  No refund check for any amount ever arrived, so I called Linda yesterday.  She said she would check my file.  Today she called me back and told me that they will not issue me any refund. Her stance is that they had a contract with me and the fees were allowed under the contract for them to pay to a third party.  That was far from the truth.  First, as I had detailed in my original complaint, I made it clear that I did not want financing, which means there was no need for any contract.  [redacted] from the finance department insisted that I took possession of the car on that day (I guess, to prevent me from changing my mind from the purchase) and that the paperwork that he prepared would be destroyed the next day when I returned with a balance payment.  He assured me that I would be required to pay only the agreed purchase price plus government fees less the deposit I already paid. Second, when I went back the next day with a full balance payment, the paperwork on my car had not even left his desk and so absolutely there was no third party involvement whatsoever at that point.  Third, having telling Revdex.com that a refund check was issued to me when in fact they had no plan to do so.  The dealership used bait and switch tactic.  That was why I stated in my original complaint that the dealership is unethical.  Regards, [redacted]

We have spoken to the Customer [redacted] and have issued her a check # [redacted] for $115.40 
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

To whom it may concern, Mr. [redacted] & [redacted] chose the 5 day option (to provide their own financing)and were fully aware of the contract being optional. They also selected to drive the vehicle home the same day. When a Customer expresses the desire to drive home and request a 5...

day optional contract, the Dealer must respect this by executing a cashable contract in case his or her bank declines their application, then the dealer contract goes into effect immediately. When the issue of the credit inquire came to my attention, it was already too late in the registration process which takes place in the Finance Department with the Finance Manager. RSM Honda was in full compliance every step of the way as this is a standard procedure for process.  Sincerely, 
[redacted]Sales ManagerRSM HONDA

We have spoken to the Customer [redacted] and have issued her a check # [redacted] for...

$115.40
 
[redacted]

Ms.[redacted]
I would first like to apologize for the miscommunication an the refund check. The check I was referring to was for a different matter. I apologize for that. Your complaint to the Revdex.com was requesting a refund on the documentation processing charge and the electronic vehicle registration fee. These fees are charged to every customer, on all purchases, cash deals or financed . You may check with the DMV and the State of California.  When selling a vehicle there are guidelines we have to follow and that includes but is not limited to having a contract signed and many other documents produced and signed whether the purchase be a cash, or Financed transaction.  I am sorry we will not be refunding the above mentioned fees.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Linda Mariano from the dealership informed Revdex.com last week that they had issued me a refund check #[redacted].  No refund check for any amount ever arrived, so I called Linda yesterday.  She said she would check my file.  Today she called me back and told me that they will not issue me any refund. Her stance is that they had a contract with me and the fees were allowed under the contract for them to pay to a third party.  That was far from the truth.  First, as I had detailed in my original complaint, I made it clear that I did not want financing, which means there was no need for any contract.  [redacted] from the finance department insisted that I took possession of the car on that day (I guess, to prevent me from changing my mind from the purchase) and that the paperwork that he prepared would be destroyed the next day when I returned with a balance payment.  He assured me that I would be required to pay only the agreed purchase price plus government fees less the deposit I already paid. Second, when I went back the next day with a full balance payment, the paperwork on my car had not even left his desk and so absolutely there was no third party involvement whatsoever at that point.  Third, having telling Revdex.com that a refund check was issued to me when in fact they had no plan to do so.  The dealership used bait and switch tactic.  That was why I stated in my original complaint that the dealership is unethical.  
Regards, [redacted]

Review: I and a family member met Fleet Manager [redacted] on 12/8/15 under Costco auto purchase program. He led us to Rep [redacted], who worked with us. [redacted] asked if I wanted financing and offered two plans. I decided to pay cash for the agreed price: 21,711.34 + 766.71 for accessories plus government fees for license & registration. Next we met [redacted] Zanjani for paperwork. He introduced HondaCare warranty. I added a warranty for $1845. I reiterated that I wanted to pay the entire purchase in cash: down payment for any amount [redacted] wanted to charge immediately on my credit card on that day, to be followed by a balance payment in personal check from me the next day before I would take possession of the car. He agreed but wanted me to take the car off their lot on that day. He charged $4845 on my card immediately ($1845 warranty, $3000 down payment). He then prepared some paperwork including a Retail Installment Sale Contract for me to sign. When I questioned him, he explained any purchase even on cash basis would need some paperwork. I wanted to review the numbers on the contract. He assured me that I would not be required to pay more than the agreed purchase price. He said the contract would be voided the next day upon my balance payment. I signed where he highlighted. I reviewed the contract that night and noticed document related fees and due tax totaling to $115.40 (80+29+6.4). I was not concerned as those charges were applicable to financing only. On 12/9, [redacted] disagreed. He first said those were government fees. When I read aloud a printed notation on the Contract “not a government fee” next to each of the charges, he retracted and explained in defense that “all our buyers paid them” regardless whether they received financing or paid cash. I remitted a personal check for $21647.44 as he had demanded and received a receipt from him. He told me to enjoy the car and my life, rather then be upset by a few dollars. The dealer is unethical.Desired Settlement: An immediate cash refund for $115.40.

Business

Response:

We have spoken to the Customer [redacted] and have issued her a check # [redacted] for $115.40

Consumer

Response:

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

Linda Mariano from the dealership informed Revdex.com last week that they had issued me a refund check #[redacted]. No refund check for any amount ever arrived, so I called Linda yesterday. She said she would check my file. Today she called me back and told me that they will not issue me any refund. Her stance is that they had a contract with me and the fees were allowed under the contract for them to pay to a third party. That was far from the truth. First, as I had detailed in my original complaint, I made it clear that I did not want financing, which means there was no need for any contract. [redacted] from the finance department insisted that I took possession of the car on that day (I guess, to prevent me from changing my mind from the purchase) and that the paperwork that he prepared would be destroyed the next day when I returned with a balance payment. He assured me that I would be required to pay only the agreed purchase price plus government fees less the deposit I already paid. Second, when I went back the next day with a full balance payment, the paperwork on my car had not even left his desk and so absolutely there was no third party involvement whatsoever at that point. Third, having telling Revdex.com that a refund check was issued to me when in fact they had no plan to do so. The dealership used bait and switch tactic. That was why I stated in my original complaint that the dealership is unethical.