Round Rock Honda

Complaint: [redacted] I am rejecting this response because: I went to Honda Round Rock dealership on 08/10/I spoke to a Manager that I informed of all the issues that I was having with this car from the get go Namely: within the first few days my husband started hearing a faint noise coming from the car Our previous car was a Lincoln, then to this quality of car we thought this to be normal However, as a precaution because we also thought it to be a possible break issue and this being our only car which I would be using mainly to transport my daughter to and from medical specialist as she was born with medical issues we decided to take it into a brake place to have it looked at The Brake shop said that the car had no brake issues but the rims on the car were bent That issue was fixed as I stated in my previous complaint after all the accusations from the sales manager I thought that this was the end However, a week ago my car starts to overheat and we took it into the repair shop The guy took one look at the car and asked “where did you buy this car?” when I told him he said that we were screwed by them because the car had obviously been in a front end collision and it was obviously trying to be covered up from what he was seeing I could not believe it! He showed us all the areas that pointed to what he was saying This was our only car so we had no other choice but to repair it $ My daughter needed to go to her medical visits the car had to work and a child cannot be transported in a non air-conditioned car in this Texas heat, the car comes out of the shop and continues to over-heat At that point we are told that the fan now needed to be replaced all as a result of the condition in which the car was originally sold to us I felt that at that point I had no other choice but to take the car to the dealership that I purchased itI got there and they are again reluctant to help me, the manager takes me to an office and basically told me that he could have his guys value the car in its current state and I could trade it in because a lot of people do that or he could take the car to Hyundai to have it assessed for what I was saying, at that point I asked him to clarify what he was sayingI said "basically what you are saying is that I would have to take a loss on this car?" And he said so what do you want me to do for you I said I want you to give me the value that I paid you for this car and I will get my husband and we will get a different car and I would also like to know what Hyundai finds on this car He said ok and said that he needed my keys to get the mileage on my car and then we would take it from there I handed him the keys and he went to the car, I noticed a white head guy meet him at the car and they were having a conversation, he goes into the car, then opens the hood of the car and continues to talk to the guy They close the hood and he approaches me and said well we are now going to take this car first to Hyundai because the general manager is now involved and he got your Revdex.com complaint and he gives me a look and I said “what did you expect me to do?” he shrugged his shoulders and walks off He then asked me to follow him to my car and said that he would be driving me over to Hyundai, I would get a rental car while they looked at the car and we would go from there On Monday I get a call now from a different manager who tells me that Hyundai was saying that the fan motor on the car was brand new, still had the tags but was not working and so he was calling to find out if the fan motor had been part of my repair, if so then I could call that shop and ask that it be replaced because Hyundai was saying that the fan would be to repair and told him that I did not think that the fan was the part that was repaired He said that I should give him the information for the repair shop and that he would call and talk to them because I was saying that the fan was not replaced, (I said that I would call them myself), then I inquired as to what the complete diagnosis of the car was, he became agitated sighed and said “what do you mean what the diagnosis is,” I am just trying to help you here? I asked if he was the guy I had spoken to on Saturday he said no but that he would reach out to the manger that I spoke to find out what I was talking about Per the conversation I had on Saturday the car was being taken to Hyundai to find out what was wrong with it and to confirm or contradict what was told by the repair shop ( car had been in a front end collision) and then we would talk about trading in the car at the value I paid for it.I said I would call the repair shop to find out and call him back He said he needed to know because if the part was not repaired by the shop he could tell Hyundai to repair it under warrantee because it was a car, I said okI called back after confirming from the shop that the fan was not repaired but needed to be repaired, now the manager tells me basically that he was told by the GM that the car was sold to me as is and that was how they sold their used carsHe said that he had worked for the company for over years and that they were reputable and that by law he is not required to disclose information not on the car fax report, he went on to say that he currently had cars on his lot as we spoke that had been in accidents but had clean car fax reports, I could not believe what I was hearing, and I said are you not then supposed to tell your consumers that, So I said basically you are ling to people and he said "again state law does not require me to disclose this information," then he started giving me examples and asking me to confirm if I thought they were to be considered an accidentI said yes and then I said I do not want to argue with you "the repair shop said that the fan was not repaired!" Then he said you know what I am not going to be harassed by you, I asked why he was saying that I was harassing him as all I wanted was help with a bad car that was sold to meHe then said and “as a matter of fact you should have known that you have the right to have the car looked at by a mechanic before you buy it so this is your problem.” Then he said “bring me my rental car right now and your car is at Hyundai” I was shocked I took the car and went to bring his rental car to him, I get there and I see the guy who assisted me on Saturday, I told him that I was here to return the rental car .he said that I needed to take the car to Enterprise and they could give me a ride to Hyundai to get my car and that is what I did When I got there I met the same person that checked my car in, he said “so they are going to help you right? I told him what happened: that they were basically not giving me any help he could not believe it He also said that he was not informed by Honda Round Rock that I was coming but had received a call from them while he was assisting me telling him that I was coming to get my car The other people in the place could not believe what had happened to me at the hands of this so called reputable dealership according to one of the people at Hyundai “whatever happen to full disclosure.” We needed a new car as our current car did not have air conditioning and had stopped working and the summer was approaching with a child that needed to be transported frequently to Dell children’s specialist we used a portion of our savings to make a good down payment on a good car ( safe, low mileage, no accidents..etc or so we thought) from a reputable dealership for a bite of security in that sense for us And this is where we are today back to square one after being robbed by a “reputable dealership This company is using state law as the crutch to rip people offMorally that is not right and will never be right As a company this could never be right never! They are using a Revdex.com sticker on their doors and ultimately using the law to not disclose information to customers because they are not required to do so I get that I purchased a used car and that repairs would eventually be necessary but four months later with such major repairs that should not be so I could have gone to one of the side stores on the street corner from my home, paid a lot less to get one of their cars and then I would have expected what I got from Round Rock Honda Round Rock Honda deceived me and my family and while this company may think that I am a dime a dozen and do not feel a duty to right that wrong, I will tell my story to all who will listen until I can no longer do so While the law may be on their said the court of public opinion is notThis company has not done anything to help right this wrong If I can keep one other family from going through the unnecessary hardship that this company has put my family through then my job is done Regards, [redacted]

First and foremost sorry to hear that you had a less than favorable experience at Round Rock HondaI would like to discuss in person or over the phone the details of your experience and how we can continue to perform maintenance and repairs on your vehiclePlease call me at ###-###-#### or email me at [redacted] [redacted] General Sales Manager Round Rock Honda

Complaint: [redacted] I am rejecting this response because:Based upon my benchmarking of repair shops in the area the amount I was charged was to much and the Car still does not blow out cold air Regards, [redacted]

** [redacted] came in for a diagnosis on his air conditioning failure His advisor had the issue diagnosed and then gave ** [redacted] an estimate of $ This was to replace the compressor, receiver dryer and some o-rings ** [redacted] asked for a discount The Service Manager offered a discount, bringing the estimate down to $ ** [redacted] agreed to do the work While the work was still in process, ** [redacted] called the Penske Corporate hotline (we are part of the Penske Automotive Group) and stated that he felt the price was too high He did not contact the shop to stop the work The Penske corporate offices forwarded ** [redacted] 's concerns to the GM Curtis [redacted] Before ** [redacted] could contact ** [redacted] , the shop called him and informed him that his car was ready ** [redacted] showed up at the shop, paid the bill as agreed, and took his vehicle.Later, when talking to ** [redacted] , ** [redacted] indicated that he thought the price was too high When ** [redacted] asked him why he felt that way, he said because he doesn't make very much money At no time during the conversation with ** [redacted] did ** [redacted] indicate that he had any issue with A/C performance As a goodwill gesture, ** [redacted] provided a $Gift Certificate for ** [redacted] to use on his next service visit.At this time, ** [redacted] has not contacted the repair shop with any concerns regarding the A/C repair.We feel that the price is fair and there is no reason to refund any money Additionally, we warranty the work we performed on ** [redacted] 's A/C system and will be happy to take a look at it if he feels something is not right

We completely dropped the ball here in more ways than oneIwould like to apologize on behalf of the dealership for not getting the payoffsent in a timely fashion and thank the customer for bringing this to our attentionas it did expose to us a flaw in our processWe have since then adjusted theprocess to help insure that this type of error will not happen in the futureJustas important is our unacceptable response when the customer first alerted us tothe situationWe will be implementing some additional training so that in the futureour response will be more in line with the way [redacted] handled the problem.I have attempted to contact the customer this morning andleft a voice mail to offer our apologiesWe will be paying for the late feesthat the customer has incurred and will be sending a check along with a littlesomething extra to her today

We do not make statements guaranteeing our pre-ownedvehiclesWe do run a CARFAX report on each of the pre-owned vehicles that weoffer to sellWe ask that the customer read and sign this document (attached).In this case the CARFAX report states that no accident/damage has been reportedto CARFAX The CARFAX report also states that the vehicle is a one owner car.We reviewed and had the customer sign to acknowledge that we are selling thecar and that nothing else has been promised or impliedWe also offeredthe customer the opportunity to purchase an extended service contract and havethe customer sign to acknowledge that this was offered I have attached all of these documents withthe customer signatureBecause of the procedures that were followed we do not feelthat the dealership is responsible for the repairs that may have been done

Sorry for the misunderstanding, We are aware that their vehicle is supposed to be repaired on that date and more then happy to wait for final resolution with the Revdex.com once its resolved correctlyI am the person that they talked to and agreed that their was a legitimate concernI'm confident in our Body shop team that we will get it handled properly [redacted] General Sales ManagerRound Rock Honda

I would like to discuss this concern with you further, Please contact me at [redacted] or feel free to visit me in person, I'm located in our new car showroomI look forward to hearing from you and hopefully resolving this concern

Complaint: ***
I am rejecting this response
because:I already talked to the service department of HondaI also talked to the sales/management section in the showroom about the noise issue and he tossed the issue to the service department.I don't know what they want to talkFirst of all, I need to know who I need to talk to as I don't find any identity who I talk to with the above response from HondaAnd I need to know if they are willing to resolve this issue and what the process is and how they will fix thisI am willing to talk to Honda when they let me know about these questionsThank you
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Please contact us so we can address the issue and hopefully resolve itI have not spoken with you in regards to your concernsIf you are having problems with your vehicle I cannot handle them over EmailIf you would like to drop it off and we can try to diagnose the problem or get it to a service shop that can please feel free to contact me immediately, I can be reached at *** *** or *** My main concern is to get your vehicle in the proper running order if it is not currently doing so Sincerely, *** ***General Sales Manager

Complaint: ***
I am rejecting this response because:After meeting with General Manager, he has agreed
that the initial repair was not done correctlyI am scheduled to take my car back on March to be repaired properlyI do not consider this situation resolved until after repair has been made and I am satisfied with the end result
Regards,
*** ***

First and foremost sorry to hear that you had a less than favorable experience at Round Rock Honda. I would like to discuss in person or over the phone the details of your experience and how we can continue to perform maintenance and repairs on your vehicle. Please call me at ###-###-#### or...

email me at [redacted]General Sales Manager Round Rock Honda

Complaint: [redacted]
I am rejecting this response because:Based upon my benchmarking of repair shops in the area the amount I was charged was to much and the Car still does not blow out cold air.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I went to Honda Round Rock dealership on 08/10/15 I spoke to
a Manager that I informed of all the issues that I was having with this car
from the get go.  Namely: within the
first few days my husband started hearing a faint noise coming from the
car.  Our previous car was a Lincoln,
then to this quality of car we thought this to be normal.  However, as a precaution because we also thought
it to be a possible break issue and this being our only car which I would be
using mainly to transport my daughter to and from medical specialist as she was
born with medical issues we decided to take it into a brake place to have it
looked at.  The Brake shop said that the
car had no brake issues but the rims on the car were bent.   That issue was fixed as I stated in my
previous complaint after all the accusations from the sales manager.  I thought that this was the end.  However, a week ago my car starts to overheat
and we took it into the repair shop.  The
guy took one look at the car and asked “where did you buy this car?” when I told
him he said that we were screwed by them because the car had obviously been in
a front end collision and it was obviously trying to be covered up from what he
was seeing.  I could not believe it!  He showed us all the areas that pointed to
what he was saying.  This was our only
car so we had no other choice but to repair it $800.  My daughter needed to go to her medical
visits the car had to work and a child cannot be transported in a non
air-conditioned car in this Texas heat, the car comes out of the shop and
continues to over-heat.  At that point we
are told that the fan now needed to be replaced all as a result of the
condition in which the car was originally sold to us.  I felt that at that point I had no other choice
but to take the car to the dealership that I purchased it. I got there and they are again reluctant to
help me,  the manager takes me to an
office and basically told me that he could have his guys value the car in its current
state and I could trade it in because a lot of people do that or he could take
the car to Hyundai to have it assessed for what I was saying, at that point I asked
him to clarify what he was saying. I said "basically what you are saying is that
I would have to take a loss on this car?" And he said so what do you want me to
do for you.  I said I want you to give me
the value that I paid you for this car and I will get my husband and we will
get a different car and I would also like to know what Hyundai finds on this
car.  He said ok and said that he needed
my keys to get the mileage on my car and then we would take it from there.  I handed him the keys and he went to the car,
I noticed a white head guy meet him at the car and they were having a conversation,
he goes into the car, then opens the hood of the car and continues to talk to
the guy.  They close the hood and he approaches
me and said well we are now going to take this car first to Hyundai because the
general manager is now involved and he got your Revdex.com complaint and he gives me a
look and I said “what did you expect me to do?” he shrugged his shoulders and
walks off.    He then asked me to follow him to my car and
said that he would be driving me over to Hyundai, I would get a rental car
while they looked at the car and we would go from there.  On Monday I get a call now from a different
manager who tells me that Hyundai was saying that the fan motor on the car was
brand new, still had the tags but was not working and so he was calling to find
out if the fan motor had been part of my 800.00 repair, if so then I could call
that shop and ask that it be replaced because Hyundai was saying that the fan
would be 800.00 to repair and told him that I did not think that the fan was
the part that was repaired.  He said that I should give him the information for
the repair shop and that he would call and talk to them because I was saying
that the fan was not replaced, (I said that I would call them myself), then I inquired
as to what the complete diagnosis of the car was, he became agitated sighed and said
“what do you mean what the diagnosis is,” I am just trying to help you here? I asked
if he was the guy I had spoken to on Saturday he said no but that he would
reach out to the manger that I spoke to find out what I was talking about.   Per the conversation I had on Saturday the
car was being taken to Hyundai to find out what was wrong with it and to
confirm or contradict what was told by the repair shop ( car had been in a
front end collision)  and then we would talk about trading in the car at the value I paid for it.I said I would call
the repair shop to find out and call him back.  He said he needed to know because if the part
was not repaired by the shop he could tell Hyundai to repair it under warrantee
because it was a 2013 car, I said ok. I called back after confirming from the
shop that the fan was not repaired but needed to be repaired, now the manager tells
me basically that he was told by the GM that the car was sold to me as is and
that was how they sold their used cars. He said that he had worked for the company
for over 16 years and that they were reputable and that by law he is not required
to disclose information not on the car fax report, he went on to say that he currently
had cars on his lot as we spoke that had been in accidents but had clean car
fax reports, I could not believe what I was hearing, and I said are you not then
supposed to tell your consumers that,  So
I said basically you are ling to people and he said "again state law does not
require me to disclose this information," then he started giving me examples and
asking me to confirm if I thought they  were to be considered an accident. I said yes and then I said I do not want to argue with you "the
repair shop said that the fan was not repaired!"
Then he said you know what I am not going to be harassed by
you, I asked why he was saying that I was harassing him as all I wanted was
help with a bad car that was sold to me. He then said and “as a matter of fact
you should have known that you have the right to have the car looked at by a
mechanic before you buy it so this is your problem.”
 Then he said “bring
me my rental car right now and your car is at Hyundai” I was shocked.  I took the car and went to bring his rental
car to him, I get there and I see the guy who assisted me on Saturday, I told
him that I was here to return the rental car….he said that I needed to take the
car to Enterprise and they could give me a ride to Hyundai to get my car and
that is what I did.  When I got there I met
the same person that checked my car in, he said “so they are going to help you
right?  I told him what happened: that
they were basically not giving me any help he could not believe it.  He also said that he was not informed by
Honda Round Rock that I was coming but had received a call from them while he
was assisting me telling him that I was coming to get my car.  The other people in the place could not believe
what had happened to me at the hands of this so called reputable dealership
according to one of the people at Hyundai “whatever happen to full disclosure.”     
We needed a new car as our current car did not have air conditioning
and had stopped working and the summer was approaching with a child that needed
to be transported frequently to Dell children’s specialist we used a portion of
our savings to make a good down payment on a good car ( safe, low mileage, no accidents..etc
or so we thought) from a reputable dealership for a bite of security in that
sense for us.  And this is where we are
today back to square one after being robbed by a “reputable dealership.  This company is using state law as the crutch
to rip people off. Morally that is not right and will never be right.   As a company this could never be right never!
They are using a Revdex.com sticker on their doors and ultimately using the law to not
disclose information to customers because they are not required to do so.
I get that I purchased a used car and that repairs would eventually
be necessary but four months later with such major repairs that should not be
so.  I could have gone to one of the side
stores on the street corner from my home, paid a lot less to get one of their cars and then I would
have expected what I got from Round Rock Honda.
Round Rock Honda deceived me and my family and while this
company may think that I am a dime a dozen and do not feel a duty to right that
wrong, I will tell my story to all who will listen until I can no longer do
so.  While the law may be on their said
the court of public opinion is not. This company has not done anything to help right this wrong.
If I can keep one other family from going through the
unnecessary hardship that this company has put my family through then my job is
done.  
Regards,
[redacted]

We completely dropped the ball here in more ways than one. Iwould like to apologize on behalf of the dealership for not getting the payoffsent in a timely fashion and thank the customer for bringing this to our attentionas it did expose to us a flaw in our process. We have since then adjusted...

theprocess to help insure that this type of error will not happen in the future. Justas important is our unacceptable response when the customer first alerted us tothe situation. We will be implementing some additional training so that in the futureour response will be more in line with the way [redacted] handled the problem.I have attempted to contact the customer this morning andleft a voice mail to offer our apologies. We will be paying for the late feesthat the customer has incurred and will be sending a check along with a littlesomething extra to her today.

We have attached the service records on the vehicle in question.While we do not recognize that the saleperson stated it was a new battery, we have attached the repair order verifing that the battery was replacied per a Toyota service campaign.We have also attached the repair order for the Toyota...

campaign concerning the gear box. We will be happy to have our Toyota Service Center inspect the campaign [redacted] to insure that the replacement was preformed correctly.

We do not make statements guaranteeing our pre-ownedvehicles. We do run a CARFAX report on each of the pre-owned vehicles that weoffer to sell. We ask that the customer read and sign this document (attached).In this case the CARFAX report states that no accident/damage has been reportedto CARFAX....

The CARFAX report also states that the vehicle is a one owner car.We reviewed and had the customer sign to acknowledge that we are selling thecar AS-IS and that nothing else has been promised or implied. We also offeredthe customer the opportunity to purchase an extended service contract and havethe customer sign to acknowledge that this was offered.  I have attached all of these documents withthe customer signature. Because of the procedures that were followed we do not feelthat the dealership is responsible for the repairs that may have been done.

I would like to discuss this concern with you further, Please contact me at [redacted] or feel free to visit me in person, I'm located in our new car showroom. I look forward to hearing from you and hopefully resolving this concern.

This is in response to the complaint I'd number [redacted]   We regret that our attempts to satisfy our client have not been successful.   Apparently we have not been able to communicate properly to her what we can or can’t do to help.   Unfortunately our client has communicated very clearly what she thinks of our store and more importantly our employees and inappropriate conversations have been heard not only by our employees but by other customers that she chose to inform about her experience here.  We always make every attempt to please our customers but this behavior may have compromised our ability to do so.   We are willing to meet with our client again in an attempt to assist her but we will insist that she refrain from her overly aggressive tone and use of poor language.  Failure to do so will result in us discontinuing the conversation and any attempt to help her.   Due to the circumstances of this issue and the fact that there were unknown repairs made to the vehicle by the other shop, I would like her to meet with our Fixed Operations Director, Mr. [redacted] to inspect the vehicle and see what can be done.  He can be reached at [redacted].   As stated before, we do not feel that we owe anything to this client but will always attempt to help when we can.  We are not hiding behind the law, we are merely making clear to her what we are obligated to do, which is basically nothing.  We have found though, that by helping our clients where appropriate, it can be a benefit to both parties.