Russell Satellite Communications

Initial Business Response / [redacted] (1000, 5, 2017/06/30) */ While it is accurate that this customer purchased a rust module with her [redacted] when she bought her vehicle in her claim that she has unconditional rust coverage on her vehicle for years is not accurateHer contention that her salesperson, committed this coverage to her when she took delivery of her vehicle is also not consistent with his actions during delivery based on his year tenure as a salesperson here at Moncton Honda However, since there is no way of establishing the exact words of a conversation years ago between two people I must defer to the written contract and terms that were provided to the customer and the time of purchase on September 14, After reviewing a copy of her warranty coverage document (Cert# [redacted] ) from the product provider, [redacted] , it clearly states in the terms of Guarantee section of her agreement under the Corrosion Control Module section that: "Guarantee - should the sheet metal treated with this product perforate due to rust which originated on the inside surface of the metal (must begin from the inside of the panel)" In addition to the perforation coverage provided by the rust module there was an opportunity to extend the factory three year warranty on surface rust by an extra two years to a total of five years, which required that Platinum Shield Paint Protection be purchased in addition to the Platinum Rust Protection (Rust Module)However, this coverage was declined by the customer as clearly illustrated on her FCPP Coverage document in the Coverage Section and reiterated by her initialing the coverage decline section on our Added Protection Waiver form that we have each customer sign on delivery The customer was informed on June 16, that after speaking with the Warranty Deptat FCPP there was no coverage in place on her vehicle for surface Rust and therefore she would not be receiving any warranty assistance with the cost of repairing the surface rust on her vehicle Obviously, the customer was not satisfied with the decision, as was evidenced by our staff and customers on Saturday June 24th, when she decided to visit the Dealership to voice her concerns in personUnfortunately, the customer was not prepared to discuss the matter in a respectful manner with Management personnel but rather chose to make a scene being belligerent to Dealership staff and proceeded to circulate through the Dealership from sales office to sales office, people shopping in our showroom, Customer Lounge and even those on our vehicle lot in an effort to deter those customers from doing business with the Dealership, making wildly unfounded statements that the Dealership was dishonest and does not honor its warrantiesDespite repeated requests to discuss the matter privately and to leave the premises [redacted] continued to loudly state that she would not leave the Dealership until it became necessary to contact authorities and have her escorted off site In years of business we have never had to resort to such drastic measures to handle a customer issueWhile the customer may be frustrated and angry about the conditions and extent of coverage of her rust module warranty the fact is the problem she has with her vehicle is not covered under the terms and conditions of her warrantyMoncton Honda has no intent to discuss this matter further given the circumstances Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I purchased my vehicle at Moncton Honda the salesperson told me my vehicle would be covered for any rust that would appear on my vehicle in the next yearsI was questionable about this rust module and I questioned the salesman to see if it had to be a complete hole for it to be covered for years he said noHe told me any rust that appear on the vehicle would be covered for the next yearsHe did not mention anything about the paint only be covered for the next yearsI also had my dad present with me at the time of the purchase so there is another person who can confirm, what I am saying is trueWhat really does not make sense to me and was never explained to me is, if the paint on the vehicle was covered under warranty for years when you buy the vehicle, why would a buy a rust module that would give me the coverage you already had under the warrantyThey say that a person could buy and extended warranty for an addition years, this would only bring you to years, so where does the years of your vehicle not rusting come into playI have received an estimate to fix my vehicle from [redacted] Center and the cost is $ [redacted] This is what I want Moncton Honda to pay for to fix my vehicle Final Business Response / [redacted] (4000, 9, 2017/07/08) */ I recommend that the customer review her signed documentation which spells out very clearly the warranty coverage she has with the Rust Module she purchasedThe coverage that accompanies the module deals specifically with years of rust perforation warrantyThe only other warranty coverage she received at time of purchase came from Honda with her new vehicle coverageThis provided years or 60,000kms of surface rust and rust perforationUnfortunately, the customer's new vehicle rust warranty has expired and her extended coverage stipulates that coverage only applies to body perforationBased on these facts there will be no assistance forthcoming Final Consumer Response / [redacted] (4200, 11, 2017/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like them to explain the warranty in simple terms, what does rust perforation warranty cover for the yearsSince they are declining my coverage, I feel it should be easy for them to say what I am covered for

Initial Business Response / [redacted] (1000, 5, 2016/08/19) */ We regret that you are dissatisfied with your purchase and ownership experience at Moncton Honda to dateAfter reviewing your letter and discussing the situation with your salesperson and management staff from our Used Car Department I feel that there may be some misunderstanding on your part as to the reconditioning level of the [redacted] your purchased back on January To clarify, you have referenced in your correspondence that you feel the [redacted] would/should have been reconditioned to the standards of the Honda Certified Used Car Program, which has a very specific and strict set of guidelines for vehicle reconditioning, and minimum tolerances for certain wearable parts on these vehicles before they can be branded as Honda CertifiedWhile I can understand the obvious affiliation between [redacted] and Honda brands, it is important to note that the two brands operate completely separate from one another in all aspects of the sales and service operations at the Dealer levelTherefore there is no way for a Honda Dealer to offer an [redacted] Certified Used Vehicle any more than an [redacted] Dealership can offer a Certified Used HondaI am assured by [redacted] that you were aware that this vehicle was not a Honda Certified Used Car, and in that case the reconditioning standards would not be as high, which would be reflected in the reduced pricing of this vehicle on our lot when you purchased it However, I can assure you that the vehicle was checked over extensively by a factory trained Journeyman Technician, in our service department during reconditioning and would have received any repairs or parts replacements required to ensure it was safe based on the [redacted] Motor Vehicle ActAny Moncton Honda Certified Used Car undergoes this inspection process ensuring items like tires and brake linings meet or exceed government mandated minimum remaining wear measurement specificationWe do this to ensure every customer is receiving a vehicle that is safe to drive when they choose to purchase a vehicle with us When you purchased your vehicle it is my understanding, after reviewing your file with [redacted] , that you were completely aware of the tire condition and wear levels at that time since you used this point specifically as one of the negotiation points to secure a significant discount from the original asking price for the vehicleThis makes it a concern to me that you feel that you should be provided with new tires based on the fact that our technician stated you should consider replacing your tires in the near future a year after taking delivery of the vehicleObviously, the tires still met minimum [redacted] specifications as being safe to continue drivingAs I mentioned earlier, you were never told you had new or nearly new tires and in fact you were aware before purchasing that the tires had significant wear despite still being driver safe by Government standardsIt is difficult to understand how this could be a surprise to you since you used the wear level on the tires to negotiate a pricing when you purchasedUnfortunately, for this reason I am unwilling to compensate you in any way for your future tire purchase When it comes to your TMPS dash warning light illuminating on a regular basis I totally understand your frustration with this issueHowever, [redacted] and our technical staff provided you with very relevant and correct information when they explained that extreme temperature changes can impact the pressure in your tires causing the light/s to illuminate in your dashUnfortunately, we see this condition on a regular basis in both new and used vehicles equipped with TPMS systemsThe light simply informs you of a pressure change resulting in lower than ideal tire pressure levelsThe sensor light is not sophisticated enough to provide you with the level of pressure deficiency so in many cases the indicator light does not indicate a significant concern such as a flat tire but rather is geared to advise of less than ideal pressure levels, which can range from a flat tire to simply less than optimal fuel consumption or potential uneven tire wear that can result from less than ideal inflation pressureI know it can be frustrating when, typically extreme cold winter conditions, activate the indicator light despite there being no significant problem as a causeThat being said, it is always good practice to correct the pressure deficiency in a timely fashion, as it will ensure you get optimal fuel economy and even tire wear patterns While I regret you experienced a battery failure in your vehicle I do not feel that in any way reflects negligence on behalf of our Technical Staff who performed the check over and reconditioning on your vehicleIt is imperative to note that you purchased a used vehicle and despite diligent check over and reconditioning there is no way to ensure you will not have part failures or service concerns during your ownershipWhile it is always our hope that problems will not happen early in the ownership experience, wear items like batteries can fail at any time for many reasons so unfortunately, this is simply part of the potential risks of purchasing a used vehicle The last item I want to address is related to your quote stating that your Sales person accused you of potentially spinning your tires as the reason for your tire tread being lowThis statement concerned me greatly since it would be inappropriate to accuse any customer of this and completely out of character for [redacted] who I have worked with as a Sales person for a number of years now [redacted] 's recollection of your conversation with him was a little different than what you have presented in your letterHe told me he used the "they don't know if you were spinning your wheels" as an extreme example to drive home the point that assessing factors that cause tire wear are very difficult for our Service Staff because there are so many potential causes including driving styleI regret any miscommunication or misinterpretation his comments may have contributed to but he assures me he never meant to accuse you in any way While I have tried to be informative in this response I recognize that you would likely only be satisfied with compensation for a battery and tire replacementsHowever, for the reasons I have outlined here I do not feel this is a fair and reasonable expectation on your behalf and for that reason I have to decline your offer to resolve your dissatisfactionI regret you feel we have not lived up to your expectations at Moncton Honda but I sincerely hope we will be able to meet your expectations going forward should you choose to continue servicing your vehicle with us [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I guess I will start off by agreeing with you regarding your explanation of the "Honda Certified Used Car Program" I was wrong to expect Moncton Honda to treat an [redacted] the same way you do a HondaObviously an [redacted] is far superior to Honda therefore you probably felt there was no need for the same through inspection you perform on a HondaHowever, there was no mention at the time of sale that the car was reduced in price because it wasn't reconditioned the same as a HondaWhen I first sat in [redacted] 's' office to negotiate trading my [redacted] for the [redacted] he came back with a $ [redacted] traoffer for the ***, at which point I got up off my chair and began to leave [redacted] told me to wait, he left and came back with an additional $ [redacted] which he said was some kind of rebateNothing was said to me regarding the price of the vehicle being reduced because your reconditioning standards were less than that of a Honda's and there was absolutely nothing said to me about the poor condition of the tires or I would not have purchased the car [redacted] You say that the vehicle was checked over extensively by a factory trained Journeyman Technician, maybe so, but as you noted as long as it passes the [redacted] safety inspection, [redacted] As for the battery, it died wia few months of me taking ownership of the vehicleAccording to the Service Technician at [redacted] where I had the battery replaced, if the battery had been tested in January by a [redacted] Technician it would have been replaced without a doubtThis was also confirmed by a separate Service Technician at a local Tire/Service establishment Again, in your response you say that I was aware of the condition of the tires, but I assure you we never discussed the tires during the negotiationI had no idea of the less than acceptable condition of the tires and they were not part of the so called reduced price When it comes to the TMPS warning light coming on every month, I agree that when a tire is filled with "AIR" it tends to fluctuate in cold weather, however my tires were filled with "NITROGEN" [redacted] Besides the TMPS warning continued throughout the year until I replaced the tiresThe temperature was not the issue I already discussed the battery, so I guess that leaves the conversation I had with [redacted] when I found out the tires were no goodI assure you my recollection of what he said is totally accurate, [redacted] "HOW DO WE KNOW YOU WEREN'T OUT SPINNING YOUR TIRES IN THE PARKING LOT?" I mean, seriously, I'm [redacted] years old, when someone accuses me of purposely trying to wear out the tires on my car, I'm not going to forget itThere was no miscommunication, just a flat out accusation!!!! I knew going into this that I would get no satisfaction from Moncton Honda, [redacted] As for your last paragraph, it's unfortunate that I have had this experience because I really like the Honda/ [redacted] line-up [redacted] Needless to say I will not continue to have you service my vehicle, [redacted]

Initial Business Response / [redacted] (1000, 5, 2017/06/30) */ While it is accurate that this customer purchased a rust module with her [redacted] when she bought her vehicle in her claim that she has unconditional rust coverage on her vehicle for years is not accurateHer contention that her salesperson, committed this coverage to her when she took delivery of her vehicle is also not consistent with his actions during delivery based on his year tenure as a salesperson here at Moncton Honda However, since there is no way of establishing the exact words of a conversation years ago between two people I must defer to the written contract and terms that were provided to the customer and the time of purchase on September 14, After reviewing a copy of her warranty coverage document (Cert# [redacted] ) from the product provider, [redacted] , it clearly states in the terms of Guarantee section of her agreement under the Corrosion Control Module section that: "Guarantee - should the sheet metal treated with this product perforate due to rust which originated on the inside surface of the metal (must begin from the inside of the panel)" In addition to the perforation coverage provided by the rust module there was an opportunity to extend the factory three year warranty on surface rust by an extra two years to a total of five years, which required that Platinum Shield Paint Protection be purchased in addition to the Platinum Rust Protection (Rust Module)However, this coverage was declined by the customer as clearly illustrated on her FCPP Coverage document in the Coverage Section and reiterated by her initialing the coverage decline section on our Added Protection Waiver form that we have each customer sign on delivery The customer was informed on June 16, that after speaking with the Warranty Deptat FCPP there was no coverage in place on her vehicle for surface Rust and therefore she would not be receiving any warranty assistance with the cost of repairing the surface rust on her vehicle Obviously, the customer was not satisfied with the decision, as was evidenced by our staff and customers on Saturday June 24th, when she decided to visit the Dealership to voice her concerns in personUnfortunately, the customer was not prepared to discuss the matter in a respectful manner with Management personnel but rather chose to make a scene being belligerent to Dealership staff and proceeded to circulate through the Dealership from sales office to sales office, people shopping in our showroom, Customer Lounge and even those on our vehicle lot in an effort to deter those customers from doing business with the Dealership, making wildly unfounded statements that the Dealership was dishonest and does not honor its warrantiesDespite repeated requests to discuss the matter privately and to leave the premises [redacted] continued to loudly state that she would not leave the Dealership until it became necessary to contact authorities and have her escorted off site In years of business we have never had to resort to such drastic measures to handle a customer issueWhile the customer may be frustrated and angry about the conditions and extent of coverage of her rust module warranty the fact is the problem she has with her vehicle is not covered under the terms and conditions of her warrantyMoncton Honda has no intent to discuss this matter further given the circumstances Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I purchased my vehicle at Moncton Honda the salesperson told me my vehicle would be covered for any rust that would appear on my vehicle in the next years I was questionable about this rust module and I questioned the salesman to see if it had to be a complete hole for it to be covered for years he said noHe told me any rust that appear on the vehicle would be covered for the next years He did not mention anything about the paint only be covered for the next yearsI also had my dad present with me at the time of the purchase so there is another person who can confirm, what I am saying is trueWhat really does not make sense to me and was never explained to me is, if the paint on the vehicle was covered under warranty for years when you buy the vehicle, why would a buy a rust module that would give me the coverage you already had under the warranty They say that a person could buy and extended warranty for an addition years, this would only bring you to years, so where does the years of your vehicle not rusting come into play I have received an estimate to fix my vehicle from [redacted] Center and the cost is $ [redacted] This is what I want Moncton Honda to pay for to fix my vehicle Final Business Response / [redacted] (4000, 9, 2017/07/08) */ I recommend that the customer review her signed documentation which spells out very clearly the warranty coverage she has with the Rust Module she purchasedThe coverage that accompanies the module deals specifically with years of rust perforation warrantyThe only other warranty coverage she received at time of purchase came from Honda with her new vehicle coverageThis provided years or 60,000kms of surface rust and rust perforationUnfortunately, the customer's new vehicle rust warranty has expired and her extended coverage stipulates that coverage only applies to body perforationBased on these facts there will be no assistance forthcoming Final Consumer Response / [redacted] (4200, 11, 2017/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like them to explain the warranty in simple terms, what does rust perforation warranty cover for the years Since they are declining my coverage, I feel it should be easy for them to say what I am covered for

Initial Business Response /* (1000, 6, 2015/09/22) */
When addressing this issue it is important to document all the facts, since I believe the story is misrepresented and incomplete based on Mr*** AccountThe initial contact was made by telephone to our Dealership regarding a *** *** ***
** 123,for $***.**, which he discovered on our Dealership websiteHe contacted Mr*** *** who is one of our Sales People here at *** Honda and stated he had some questions regarding this vehicleHe expressed his sincere interest in purchasing this vehicle based on the research he did on our website, which carried a complete photo layout of the vehicle
After a lengthily conversation about the various details concerning the car regarding history and condition with Mr*** *** he stated he wanted to purchase the vehicle but would be unable to come to the Dealership to take delivery for a couple of daysHe asked if there was any way to have the vehicle held for him until he could come to the Dealership to take deliveryMr*** explained that the only way he could remove the vehicle from our available inventory was to have a nonrefundable deposit, as per the Dealership's policy*** was adamant that he wanted the vehicle and would have his father call with a credit card to facilitate the deposit *** again reiterated the deposit constituted a firm deal and reviewed the agreed selling price along with all associated charges and fees to ***, ensuring he was completely clear on his obligations going forward
*** agreed to all details of the deal and deposit conditions and had his father call into the Dealership a short time later to provide *** with credit card information to finalize the deposit portion of the transactionAt this point, Mr*** marked the vehicle as sold and set a delivery time for Friday of that weekUnfortunately, the delivery had to be delayed until Saturday as a result of a phone call from *** to *** explained he would be out of the office that day but would have everything ready and another Sales per***, *** *** would handle the deal on his behalf* was fine with this and *** faxed a bill of sale to *** in order for him to have his insurance in place for the delivery
When *** and his father arrived on site Saturday for delivery they met with *** and after looking at the vehicle and test driving it Mr*** *** stated that he had brought a certified cheque for $***.** less than the agreed upon priceHe stated that he was not going to pay the admin fee portion of the agreed deal and wanted to renegotiate the purchase price*** explained that he had agreed to this pricing when he negotiated the deal with *** and we were not prepared to negotiate after the factMr*** was adamant about reducing the price, at which time *** spoke with our Management on staff at that timeIN an effort to resolve the issue *** was authorized to reduce the price by $***.**, which she passed on to Mr*** who immediately got upset and stated he wanted his money back as he was leaving*** explained she could not do that as it was a nonrefundable deposit so he would have to speak with our Used Car Manager, who was out of the Dealership at that time, if he wished to dispute the policyMr*** *** at this point and stormed out
Mr*** *** followed up with Mr*** *** **., our Used Car Manager regarding the deposit refund issue to which Mr*** reiterated the Dealership policy and took exception with any claim that *** was not fully informed of his commitment earlier in the week regarding the conditions of our deposit conditionsAgain, Mr*** *** about what he perceived to be our unrea***able stance on this issueAfter a follow up call from Mrs*** utilizing a more rea***able demeanor Mr*** again explained our policy on sold vehicle deposits and why they are nonrefundableMr*** explained that we expect customers to live up to their side of a deal just as we doHe stated that even if we were inclined to consider refunding a portion of the deposit, Mr***'s disagreeable manner in handling the situation certainly was not a motivator as in our opinion he was abusive to the staff that were simply doing their job and trying to help
Unfortunately, in this situation everyone losesI would be much more amenable to refunding part of this deposit if I did not feel Mr*** *** had no intention of fulfilling the commitment his *** made to this dealThis is evidenced by the fact that he arrived on site with certified funds less than the previously agreed upon price without any notice to their Sales per***This, along with the fact that *** and *** had a bill of sale documenting full disclosure of all monetary obligations prior to them leaving their home town for delivery in *** without contacting the Dealership about any concerns they had, lead me to think this was simply a strategy to secure a further discount on the vehicle after making a firm deal
I feel my staff acted correctly and were professional and forth coming in all areas of their dealings with the *** and based on a review of all the circumstances I am not inclined to return any of the deposit fundsHowever, since the policy we have in place is more about principle than it is the money I will agree to refund $***.** representing half of the deposit and in the unlikely event that *** or *** purchase a vehicle at any time in the future at Moncton Honda I would be more than happy to offer them a $***.** credit towards that purchase representing the value of the remaining $***.** deposit funds
Our commitment to customer satisfaction and service excellence is sincereIt is unfortunate in today's market we have to enact business policies like nonrefundable deposits but they are necessary so customers think carefully before committing to a deal that could cost the Dealership a legitimate sale when a customer decides to back out of a deal at a later date
Initial Consumer Rebuttal /* (3000, 8, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I could not agree more with the author of the response that it is important,if not vital,to stick to the facts of the case.This is why I have kept notes about my interaction with *** *** and recorded the conversation with Mr*** **on the **th of ***
Unfortunately the dealership's response was composed by someone who was clearly not there on the date in question and it would appear, has not been given a truthful account of the events.Further, I would ask *** *** to provide one(1) account of someone, causing *** disturbance on the date in question who is not a current employeeThere were several other customers at the dealership at the time in question
As far as the claim that I had any part in the negotiations for this vehicle, this statement is a complete falsehoodI was simply there to support my *** in the purchase of his first car and spoke very little, during the time we were at the dealership.I took no part in the negotiationsI did not advise or coach *** during his negotiations
We can also prove that *** had the entire amount with him and the certified cheque was for the entire contents of his savings account which was short of the amount originally asked for*** *** ***, the evening prior, in order to have the entire amount
With regard to the timeline ,this was explained in the original complaint the deposit was given in the late afternoon on Thursday the **th and we arrived at the dealership on Saturday the **th as soon as it had opened.***
I would like to comment on the assertion that the staff acted correctly ,and were professional and forthcoming, nothing could be further from the truth on the date we visited the dealershipThe salesperson who talked to my *** was asked repeatedly by him to calm downAs stated in the original complaint she did not want him to see the vehicle until he had signed the paperwork for vehicle
I fear in todays world words like honesty and integrity have disappeared
The dealerships contention that this is somehow a matter of principal is unreasonableDoes this mean that had we arrived at the dealership to find the vehicle had no engine or wheels we were obliged to purchase because we had shown intent by providing a ***.** dollar deposit?
I take exception to the notion that somehow my behavoir is the central issue in this disagreementI did not raise my voice,and as stated earlier, spoke no more than four(4) or five(5) sentences the entire time we were there.*** I certainly did not say goodbye when I was told I could not have my *** dollars and did leave the dealership
To imply that the return of the deposit is some how contingent on the behaviour of the customer is absolutely ridiculous
The dealerships contention that we could have know about the condition of the car prior to seeing it is simply impossibleI believe it is also key to this complaint that the dealership does not refute the condition of the vehicle in question
The notion that no one wins,the maths as I see them are; MOncton Honda still has their *** *** *** as well as my ***.** dollarsI have a ***.** credit card bill?
Lastly, during my conversation with Mr*** **, he did ask me ,*** if this behaviour is considered to be professional and helpful service, I respectfully disagreeI referred to Mr *** as "sir" during our entire conversation ***
This issue has caused a range of emotions from the original excitement to disappointment at the condition of the vehicle to surprise that my money would not be returned to complete shock at the way Mr*** **talked to me on the telephone
I have spent some considerable time on the
moncton Honda website and can not find the non refundable deposit policy
This issue can be resolved by the return of the ***.** deposit and the matter will go no further
Final Business Response /* (4000, 12, 2015/10/06) */
Unfortunately, it is obvious that Mr*** has no intention of discussing this matter truthfully which in and of itself illustrates that even a business that strives to be transparent and ethical in today's market is not insulated from individuals who choose to misrepresent the facts to get what they wantDespite the lingering feeling that we should hold Mr*** and his *** to the clearly explained conditions of the vehicle deposit policy which they willingly agreed to, it is a waste of time to continue to debate this matter any further, as our time and I am sure Mr***'s time would be better spend on other matters
*** *** will gladly return Mr***'s $***.** deposit to bring this matter to a close, as I am certain this will conclude any dealings between both parties going forward
Final Consumer Response /* (2000, 15, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
thank you

Initial Business Response /* (1000, 6, 2015/09/22) */
When addressing this issue it is important to document all the facts, since I believe the story is misrepresented and incomplete based on Mr*** AccountThe initial contact was made by telephone to our Dealership regarding a *** *** ***
** 123,for $***.**, which he discovered on our Dealership websiteHe contacted Mr*** *** who is one of our Sales People here at *** Honda and stated he had some questions regarding this vehicleHe expressed his sincere interest in purchasing this vehicle based on the research he did on our website, which carried a complete photo layout of the vehicle
After a lengthily conversation about the various details concerning the car regarding history and condition with Mr*** *** he stated he wanted to purchase the vehicle but would be unable to come to the Dealership to take delivery for a couple of daysHe asked if there was any way to have the vehicle held for him until he could come to the Dealership to take deliveryMr*** explained that the only way he could remove the vehicle from our available inventory was to have a nonrefundable deposit, as per the Dealership's policy*** was adamant that he wanted the vehicle and would have his father call with a credit card to facilitate the deposit *** again reiterated the deposit constituted a firm deal and reviewed the agreed selling price along with all associated charges and fees to ***, ensuring he was completely clear on his obligations going forward
*** agreed to all details of the deal and deposit conditions and had his father call into the Dealership a short time later to provide *** with credit card information to finalize the deposit portion of the transactionAt this point, Mr*** marked the vehicle as sold and set a delivery time for Friday of that weekUnfortunately, the delivery had to be delayed until Saturday as a result of a phone call from *** to *** explained he would be out of the office that day but would have everything ready and another Sales per***, *** *** would handle the deal on his behalf* was fine with this and *** faxed a bill of sale to *** in order for him to have his insurance in place for the delivery
When *** and his father arrived on site Saturday for delivery they met with *** and after looking at the vehicle and test driving it Mr*** *** stated that he had brought a certified cheque for $***.** less than the agreed upon priceHe stated that he was not going to pay the admin fee portion of the agreed deal and wanted to renegotiate the purchase price*** explained that he had agreed to this pricing when he negotiated the deal with *** and we were not prepared to negotiate after the factMr*** was adamant about reducing the price, at which time *** spoke with our Management on staff at that timeIN an effort to resolve the issue *** was authorized to reduce the price by $***.**, which she passed on to Mr*** who immediately got upset and stated he wanted his money back as he was leaving*** explained she could not do that as it was a nonrefundable deposit so he would have to speak with our Used Car Manager, who was out of the Dealership at that time, if he wished to dispute the policyMr*** *** at this point and stormed out
Mr*** *** followed up with Mr*** *** **., our Used Car Manager regarding the deposit refund issue to which Mr*** reiterated the Dealership policy and took exception with any claim that *** was not fully informed of his commitment earlier in the week regarding the conditions of our deposit conditionsAgain, Mr*** *** about what he perceived to be our unrea***able stance on this issueAfter a follow up call from Mrs*** utilizing a more rea***able demeanor Mr*** again explained our policy on sold vehicle deposits and why they are nonrefundableMr*** explained that we expect customers to live up to their side of a deal just as we doHe stated that even if we were inclined to consider refunding a portion of the deposit, Mr***'s disagreeable manner in handling the situation certainly was not a motivator as in our opinion he was abusive to the staff that were simply doing their job and trying to help
Unfortunately, in this situation everyone losesI would be much more amenable to refunding part of this deposit if I did not feel Mr*** *** had no intention of fulfilling the commitment his *** made to this dealThis is evidenced by the fact that he arrived on site with certified funds less than the previously agreed upon price without any notice to their Sales per***This, along with the fact that *** and *** had a bill of sale documenting full disclosure of all monetary obligations prior to them leaving their home town for delivery in *** without contacting the Dealership about any concerns they had, lead me to think this was simply a strategy to secure a further discount on the vehicle after making a firm deal
I feel my staff acted correctly and were professional and forth coming in all areas of their dealings with the *** and based on a review of all the circumstances I am not inclined to return any of the deposit fundsHowever, since the policy we have in place is more about principle than it is the money I will agree to refund $***.** representing half of the deposit and in the unlikely event that *** or *** purchase a vehicle at any time in the future at Moncton Honda I would be more than happy to offer them a $***.** credit towards that purchase representing the value of the remaining $***.** deposit funds
Our commitment to customer satisfaction and service excellence is sincereIt is unfortunate in today's market we have to enact business policies like nonrefundable deposits but they are necessary so customers think carefully before committing to a deal that could cost the Dealership a legitimate sale when a customer decides to back out of a deal at a later date
Initial Consumer Rebuttal /* (3000, 8, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I could not agree more with the author of the response that it is important,if not vital,to stick to the facts of the case.This is why I have kept notes about my interaction with *** *** and recorded the conversation with Mr*** **on the **th of ***
Unfortunately the dealership's response was composed by someone who was clearly not there on the date in question and it would appear, has not been given a truthful account of the events.Further, I would ask *** *** to provide one(1) account of someone, causing *** disturbance on the date in question who is not a current employeeThere were several other customers at the dealership at the time in question
As far as the claim that I had any part in the negotiations for this vehicle, this statement is a complete falsehoodI was simply there to support my *** in the purchase of his first car and spoke very little, during the time we were at the dealership.I took no part in the negotiationsI did not advise or coach *** during his negotiations
We can also prove that *** had the entire amount with him and the certified cheque was for the entire contents of his savings account which was short of the amount originally asked for*** *** ***, the evening prior, in order to have the entire amount
With regard to the timeline ,this was explained in the original complaint the deposit was given in the late afternoon on Thursday the **th and we arrived at the dealership on Saturday the **th as soon as it had opened.***
I would like to comment on the assertion that the staff acted correctly ,and were professional and forthcoming, nothing could be further from the truth on the date we visited the dealershipThe salesperson who talked to my *** was asked repeatedly by him to calm downAs stated in the original complaint she did not want him to see the vehicle until he had signed the paperwork for vehicle
I fear in todays world words like honesty and integrity have disappeared
The dealerships contention that this is somehow a matter of principal is unreasonableDoes this mean that had we arrived at the dealership to find the vehicle had no engine or wheels we were obliged to purchase because we had shown intent by providing a ***.** dollar deposit?
I take exception to the notion that somehow my behavoir is the central issue in this disagreementI did not raise my voice,and as stated earlier, spoke no more than four(4) or five(5) sentences the entire time we were there.*** I certainly did not say goodbye when I was told I could not have my *** dollars and did leave the dealership
To imply that the return of the deposit is some how contingent on the behaviour of the customer is absolutely ridiculous
The dealerships contention that we could have know about the condition of the car prior to seeing it is simply impossibleI believe it is also key to this complaint that the dealership does not refute the condition of the vehicle in question
The notion that no one wins,the maths as I see them are; MOncton Honda still has their *** *** *** as well as my ***.** dollarsI have a ***.** credit card bill?
Lastly, during my conversation with Mr*** **, he did ask me ,*** if this behaviour is considered to be professional and helpful service, I respectfully disagreeI referred to Mr *** as "sir" during our entire conversation ***
This issue has caused a range of emotions from the original excitement to disappointment at the condition of the vehicle to surprise that my money would not be returned to complete shock at the way Mr*** **talked to me on the telephone
I have spent some considerable time on the
moncton Honda website and can not find the non refundable deposit policy
This issue can be resolved by the return of the ***.** deposit and the matter will go no further
Final Business Response /* (4000, 12, 2015/10/06) */
Unfortunately, it is obvious that Mr*** has no intention of discussing this matter truthfully which in and of itself illustrates that even a business that strives to be transparent and ethical in today's market is not insulated from individuals who choose to misrepresent the facts to get what they wantDespite the lingering feeling that we should hold Mr*** and his *** to the clearly explained conditions of the vehicle deposit policy which they willingly agreed to, it is a waste of time to continue to debate this matter any further, as our time and I am sure Mr***'s time would be better spend on other matters
*** *** will gladly return Mr***'s $***.** deposit to bring this matter to a close, as I am certain this will conclude any dealings between both parties going forward
Final Consumer Response /* (2000, 15, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
thank you

Initial Business Response /* (1000, 5, 2016/08/19) */
We regret that you are dissatisfied with your purchase and ownership experience at Moncton Honda to dateAfter reviewing your letter and discussing the situation with your salesperson and management staff from our Used Car Department I feel
that there may be some misunderstanding on your part as to the reconditioning level of the *** your purchased back on January
To clarify, you have referenced in your correspondence that you feel the *** would/should have been reconditioned to the standards of the Honda Certified Used Car Program, which has a very specific and strict set of guidelines for vehicle reconditioning, and minimum tolerances for certain wearable parts on these vehicles before they can be branded as Honda CertifiedWhile I can understand the obvious affiliation between *** and Honda brands, it is important to note that the two brands operate completely separate from one another in all aspects of the sales and service operations at the Dealer levelTherefore there is no way for a Honda Dealer to offer an *** Certified Used Vehicle any more than an *** Dealership can offer a Certified Used HondaI am assured by *** that you were aware that this vehicle was not a Honda Certified Used Car, and in that case the reconditioning standards would not be as high, which would be reflected in the reduced pricing of this vehicle on our lot when you purchased it
However, I can assure you that the vehicle was checked over extensively by a factory trained Journeyman Technician, in our service department during reconditioning and would have received any repairs or parts replacements required to ensure it was safe based on the *** Motor Vehicle ActAny Moncton Honda Certified Used Car undergoes this inspection process ensuring items like tires and brake linings meet or exceed government mandated minimum remaining wear measurement specificationWe do this to ensure every customer is receiving a vehicle that is safe to drive when they choose to purchase a vehicle with us
When you purchased your vehicle it is my understanding, after reviewing your file with ***, that you were completely aware of the tire condition and wear levels at that time since you used this point specifically as one of the negotiation points to secure a significant discount from the original asking price for the vehicleThis makes it a concern to me that you feel that you should be provided with new tires based on the fact that our technician stated you should consider replacing your tires in the near future a year after taking delivery of the vehicleObviously, the tires still met minimum *** specifications as being safe to continue drivingAs I mentioned earlier, you were never told you had new or nearly new tires and in fact you were aware before purchasing that the tires had significant wear despite still being driver safe by Government standardsIt is difficult to understand how this could be a surprise to you since you used the wear level on the tires to negotiate a pricing when you purchasedUnfortunately, for this reason I am unwilling to compensate you in any way for your future tire purchase
When it comes to your TMPS dash warning light illuminating on a regular basis I totally understand your frustration with this issueHowever, *** and our technical staff provided you with very relevant and correct information when they explained that extreme temperature changes can impact the pressure in your tires causing the light/s to illuminate in your dashUnfortunately, we see this condition on a regular basis in both new and used vehicles equipped with TPMS systemsThe light simply informs you of a pressure change resulting in lower than ideal tire pressure levelsThe sensor light is not sophisticated enough to provide you with the level of pressure deficiency so in many cases the indicator light does not indicate a significant concern such as a flat tire but rather is geared to advise of less than ideal pressure levels, which can range from a flat tire to simply less than optimal fuel consumption or potential uneven tire wear that can result from less than ideal inflation pressureI know it can be frustrating when, typically extreme cold winter conditions, activate the indicator light despite there being no significant problem as a causeThat being said, it is always good practice to correct the pressure deficiency in a timely fashion, as it will ensure you get optimal fuel economy and even tire wear patterns
While I regret you experienced a battery failure in your vehicle I do not feel that in any way reflects negligence on behalf of our Technical Staff who performed the check over and reconditioning on your vehicleIt is imperative to note that you purchased a used vehicle and despite diligent check over and reconditioning there is no way to ensure you will not have part failures or service concerns during your ownershipWhile it is always our hope that problems will not happen early in the ownership experience, wear items like batteries can fail at any time for many reasons so unfortunately, this is simply part of the potential risks of purchasing a used vehicle
The last item I want to address is related to your quote stating that your Sales person accused you of potentially spinning your tires as the reason for your tire tread being lowThis statement concerned me greatly since it would be inappropriate to accuse any customer of this and completely out of character for *** who I have worked with as a Sales person for a number of years now***'s recollection of your conversation with him was a little different than what you have presented in your letterHe told me he used the "they don't know if you were spinning your wheels" as an extreme example to drive home the point that assessing factors that cause tire wear are very difficult for our Service Staff because there are so many potential causes including driving styleI regret any miscommunication or misinterpretation his comments may have contributed to but he assures me he never meant to accuse you in any way
While I have tried to be informative in this response I recognize that you would likely only be satisfied with compensation for a battery and tire replacements However, for the reasons I have outlined here I do not feel this is a fair and reasonable expectation on your behalf and for that reason I have to decline your offer to resolve your dissatisfactionI regret you feel we have not lived up to your expectations at Moncton Honda but I sincerely hope we will be able to meet your expectations going forward should you choose to continue servicing your vehicle with us
***
Initial Consumer Rebuttal /* (3000, 7, 2016/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I guess I will start off by agreeing with you regarding your explanation of the "Honda Certified Used Car Program" I was wrong to expect Moncton Honda to treat an *** the same way you do a HondaObviously an *** is far superior to Honda therefore you probably felt there was no need for the same through inspection you perform on a HondaHowever, there was no mention at the time of sale that the car was reduced in price because it wasn't reconditioned the same as a HondaWhen I first sat in ***'s' office to negotiate trading my *** *** for the ** he came back with a $*** traoffer for the ***, at which point I got up off my chair and began to leave*** told me to wait, he left and came back with an additional $*** which he said was some kind of rebateNothing was said to me regarding the price of the vehicle being reduced because your reconditioning standards were less than that of a Honda's and there was absolutely nothing said to me about the poor condition of the tires or I would not have purchased the car***
You say that the vehicle was checked over extensively by a factory trained Journeyman Technician, maybe so, but as you noted as long as it passes the ** safety inspection, ***As for the battery, it died wia few months of me taking ownership of the vehicleAccording to the Service Technician at *** where I had the battery replaced, if the battery had been tested in January by a *** Technician it would have been replaced without a doubtThis was also confirmed by a separate Service Technician at a local Tire/Service establishment
Again, in your response you say that I was aware of the condition of the tires, but I assure you we never discussed the tires during the negotiationI had no idea of the less than acceptable condition of the tires and they were not part of the so called reduced price
When it comes to the TMPS warning light coming on every month, I agree that when a tire is filled with "AIR" it tends to fluctuate in cold weather, however my tires were filled with "NITROGEN" ***Besides the TMPS warning continued throughout the year until I replaced the tiresThe temperature was not the issue
I already discussed the battery, so I guess that leaves the conversation I had with *** when I found out the tires were no goodI assure you my recollection of what he said is totally accurate,*** "HOW DO WE KNOW YOU WEREN'T OUT SPINNING YOUR TIRES IN THE PARKING LOT?" I mean, seriously, I'm *** years old, when someone accuses me of purposely trying to wear out the tires on my car, I'm not going to forget itThere was no miscommunication, just a flat out accusation!!!!
I knew going into this that I would get no satisfaction from Moncton Honda,***
As for your last paragraph, it's unfortunate that I have had this experience because I really like the Honda/*** line-up*** Needless to say I will not continue to have you service my vehicle, ***
***

Initial Business Response /* (1000, 5, 2017/06/30) */
While it is accurate that this customer purchased a rust module with her [redacted] when she bought her vehicle in her claim that she has unconditional rust coverage on her vehicle for years is not accurateHer contention that her
salesperson, committed this coverage to her when she took delivery of her vehicle is also not consistent with his actions during delivery based on his year tenure as a salesperson here at Moncton Honda
However, since there is no way of establishing the exact words of a conversation years ago between two people I must defer to the written contract and terms that were provided to the customer and the time of purchase on September 14, After reviewing a copy of her warranty coverage document (Cert# [redacted]) from the product provider, [redacted], it clearly states in the terms of Guarantee section of her agreement under the Corrosion Control Module section that:
"Guarantee - should the sheet metal treated with this product perforate due to rust which originated on the inside surface of the metal (must begin from the inside of the panel)"
In addition to the perforation coverage provided by the rust module there was an opportunity to extend the factory three year warranty on surface rust by an extra two years to a total of five years, which required that Platinum Shield Paint Protection be purchased in addition to the Platinum Rust Protection (Rust Module)However, this coverage was declined by the customer as clearly illustrated on her FCPP Coverage document in the Coverage Section and reiterated by her initialing the coverage decline section on our Added Protection Waiver form that we have each customer sign on delivery
The customer was informed on June 16, that after speaking with the Warranty Deptat FCPP there was no coverage in place on her vehicle for surface Rust and therefore she would not be receiving any warranty assistance with the cost of repairing the surface rust on her vehicle
Obviously, the customer was not satisfied with the decision, as was evidenced by our staff and customers on Saturday June 24th, when she decided to visit the Dealership to voice her concerns in personUnfortunately, the customer was not prepared to discuss the matter in a respectful manner with Management personnel but rather chose to make a scene being belligerent to Dealership staff and proceeded to circulate through the Dealership from sales office to sales office, people shopping in our showroom, Customer Lounge and even those on our vehicle lot in an effort to deter those customers from doing business with the Dealership, making wildly unfounded statements that the Dealership was dishonest and does not honor its warrantiesDespite repeated requests to discuss the matter privately and to leave the premises [redacted] continued to loudly state that she would not leave the Dealership until it became necessary to contact authorities and have her escorted off site
In years of business we have never had to resort to such drastic measures to handle a customer issueWhile the customer may be frustrated and angry about the conditions and extent of coverage of her rust module warranty the fact is the problem she has with her vehicle is not covered under the terms and conditions of her warrantyMoncton Honda has no intent to discuss this matter further given the circumstances
Initial Consumer Rebuttal /* (3000, 7, 2017/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I purchased my vehicle at Moncton Honda the salesperson told me my vehicle would be covered for any rust that would appear on my vehicle in the next years I was questionable about this rust module and I questioned the salesman to see if it had to be a complete hole for it to be covered for years he said noHe told me any rust that appear on the vehicle would be covered for the next years He did not mention anything about the paint only be covered for the next yearsI also had my dad present with me at the time of the purchase so there is another person who can confirm, what I am saying is trueWhat really does not make sense to me and was never explained to me is, if the paint on the vehicle was covered under warranty for years when you buy the vehicle, why would a buy a rust module that would give me the coverage you already had under the warranty They say that a person could buy and extended warranty for an addition years, this would only bring you to years, so where does the years of your vehicle not rusting come into play I have received an estimate to fix my vehicle from [redacted] Center and the cost is $[redacted] This is what I want Moncton Honda to pay for to fix my vehicle
Final Business Response /* (4000, 9, 2017/07/08) */
I recommend that the customer review her signed documentation which spells out very clearly the warranty coverage she has with the Rust Module she purchasedThe coverage that accompanies the module deals specifically with years of rust perforation warrantyThe only other warranty coverage she received at time of purchase came from Honda with her new vehicle coverageThis provided years or 60,000kms of surface rust and rust perforationUnfortunately, the customer's new vehicle rust warranty has expired and her extended coverage stipulates that coverage only applies to body perforationBased on these facts there will be no assistance forthcoming
Final Consumer Response /* (4200, 11, 2017/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like them to explain the warranty in simple terms, what does rust perforation warranty cover for the years Since they are declining my coverage, I feel it should be easy for them to say what I am covered for

Initial Business Response /* (1000, 5, 2016/08/19) */
We regret that you are dissatisfied with your purchase and ownership experience at Moncton Honda to date. After reviewing your letter and discussing the situation with your salesperson and management staff from our Used Car Department I feel...

that there may be some misunderstanding on your part as to the reconditioning level of the [redacted] your purchased back on January 2015.
To clarify, you have referenced in your correspondence that you feel the [redacted] would/should have been reconditioned to the standards of the Honda Certified Used Car Program, which has a very specific and strict set of guidelines for vehicle reconditioning, and minimum tolerances for certain wearable parts on these vehicles before they can be branded as Honda Certified. While I can understand the obvious affiliation between [redacted] and Honda brands, it is important to note that the two brands operate completely separate from one another in all aspects of the sales and service operations at the Dealer level. Therefore there is no way for a Honda Dealer to offer an [redacted] Certified Used Vehicle any more than an [redacted] Dealership can offer a Certified Used Honda. I am assured by [redacted] that you were aware that this vehicle was not a Honda Certified Used Car, and in that case the reconditioning standards would not be as high, which would be reflected in the reduced pricing of this vehicle on our lot when you purchased it.
However, I can assure you that the vehicle was checked over extensively by a factory trained Journeyman Technician, in our service department during reconditioning and would have received any repairs or parts replacements required to ensure it was safe based on the [redacted] Motor Vehicle Act. Any Moncton Honda Certified Used Car undergoes this inspection process ensuring items like tires and brake linings meet or exceed government mandated minimum remaining wear measurement specification. We do this to ensure every customer is receiving a vehicle that is safe to drive when they choose to purchase a vehicle with us.
When you purchased your vehicle it is my understanding, after reviewing your file with [redacted], that you were completely aware of the tire condition and wear levels at that time since you used this point specifically as one of the negotiation points to secure a significant discount from the original asking price for the vehicle. This makes it a concern to me that you feel that you should be provided with new tires based on the fact that our technician stated you should consider replacing your tires in the near future a year after taking delivery of the vehicle. Obviously, the tires still met minimum [redacted] specifications as being safe to continue driving. As I mentioned earlier, you were never told you had new or nearly new tires and in fact you were aware before purchasing that the tires had significant wear despite still being driver safe by Government standards. It is difficult to understand how this could be a surprise to you since you used the wear level on the tires to negotiate a pricing when you purchased. Unfortunately, for this reason I am unwilling to compensate you in any way for your future tire purchase.
When it comes to your TMPS dash warning light illuminating on a regular basis I totally understand your frustration with this issue. However, [redacted] and our technical staff provided you with very relevant and correct information when they explained that extreme temperature changes can impact the pressure in your tires causing the light/s to illuminate in your dash. Unfortunately, we see this condition on a regular basis in both new and used vehicles equipped with TPMS systems. The light simply informs you of a pressure change resulting in lower than ideal tire pressure levels. The sensor light is not sophisticated enough to provide you with the level of pressure deficiency so in many cases the indicator light does not indicate a significant concern such as a flat tire but rather is geared to advise of less than ideal pressure levels, which can range from a flat tire to simply less than optimal fuel consumption or potential uneven tire wear that can result from less than ideal inflation pressure. I know it can be frustrating when, typically extreme cold winter conditions, activate the indicator light despite there being no significant problem as a cause. That being said, it is always good practice to correct the pressure deficiency in a timely fashion, as it will ensure you get optimal fuel economy and even tire wear patterns.
While I regret you experienced a battery failure in your vehicle I do not feel that in any way reflects negligence on behalf of our Technical Staff who performed the check over and reconditioning on your vehicle. It is imperative to note that you purchased a used vehicle and despite diligent check over and reconditioning there is no way to ensure you will not have part failures or service concerns during your ownership. While it is always our hope that problems will not happen early in the ownership experience, wear items like batteries can fail at any time for many reasons so unfortunately, this is simply part of the potential risks of purchasing a used vehicle.
The last item I want to address is related to your quote stating that your Sales person accused you of potentially spinning your tires as the reason for your tire tread being low. This statement concerned me greatly since it would be inappropriate to accuse any customer of this and completely out of character for [redacted] who I have worked with as a Sales person for a number of years now. [redacted]'s recollection of your conversation with him was a little different than what you have presented in your letter. He told me he used the "they don't know if you were spinning your wheels" as an extreme example to drive home the point that assessing factors that cause tire wear are very difficult for our Service Staff because there are so many potential causes including driving style. I regret any miscommunication or misinterpretation his comments may have contributed to but he assures me he never meant to accuse you in any way.
While I have tried to be informative in this response I recognize that you would likely only be satisfied with compensation for a battery and tire replacements. However, for the reasons I have outlined here I do not feel this is a fair and reasonable expectation on your behalf and for that reason I have to decline your offer to resolve your dissatisfaction. I regret you feel we have not lived up to your expectations at Moncton Honda but I sincerely hope we will be able to meet your expectations going forward should you choose to continue servicing your vehicle with us.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I guess I will start off by agreeing with you regarding your explanation of the "Honda Certified Used Car Program" I was wrong to expect Moncton Honda to treat an [redacted] the same way you do a Honda. Obviously an [redacted] is far superior to Honda therefore you probably felt there was no need for the same through inspection you perform on a Honda. However, there was no mention at the time of sale that the car was reduced in price because it wasn't reconditioned the same as a Honda. When I first sat in [redacted]'s' office to negotiate trading my [redacted] for the ** he came back with a $[redacted] trade-in offer for the [redacted], at which point I got up off my chair and began to leave. [redacted] told me to wait, he left and came back with an additional $[redacted] which he said was some kind of rebate. Nothing was said to me regarding the price of the vehicle being reduced because your reconditioning standards were less than that of a Honda's and there was absolutely nothing said to me about the poor condition of the tires or I would not have purchased the car. [redacted]
You say that the vehicle was checked over extensively by a factory trained Journeyman Technician, maybe so, but as you noted as long as it passes the ** safety inspection, [redacted]. As for the battery, it died with-in a few months of me taking ownership of the vehicle. According to the Service Technician at [redacted] where I had the battery replaced, if the battery had been tested in January by a [redacted] Technician it would have been replaced without a doubt. This was also confirmed by a separate Service Technician at a local Tire/Service establishment.
Again, in your response you say that I was aware of the condition of the tires, but I assure you we never discussed the tires during the negotiation. I had no idea of the less than acceptable condition of the tires and they were not part of the so called reduced price.
When it comes to the TMPS warning light coming on every month, I agree that when a tire is filled with "AIR" it tends to fluctuate in cold weather, however my tires were filled with "NITROGEN". [redacted]. Besides the TMPS warning continued throughout the year until I replaced the tires. The temperature was not the issue.
I already discussed the battery, so I guess that leaves the conversation I had with [redacted] when I found out the tires were no good. I assure you my recollection of what he said is totally accurate,[redacted] "HOW DO WE KNOW YOU WEREN'T OUT SPINNING YOUR TIRES IN THE PARKING LOT?" I mean, seriously, I'm [redacted] years old, when someone accuses me of purposely trying to wear out the tires on my car, I'm not going to forget it. There was no miscommunication, just a flat out accusation!!!!
I knew going into this that I would get no satisfaction from Moncton Honda,[redacted]
As for your last paragraph, it's unfortunate that I have had this experience because I really like the Honda/[redacted] line-up. [redacted] Needless to say I will not continue to have you service my vehicle, [redacted]
[redacted]

Initial Business Response /* (1000, 5, 2017/06/30) */
While it is accurate that this customer purchased a rust module with her [redacted] when she bought her vehicle in 2011 her claim that she has unconditional rust coverage on her vehicle for 10 years is not accurate. Her contention that her...

salesperson, committed this coverage to her when she took delivery of her vehicle is also not consistent with his actions during delivery based on his 14 year tenure as a salesperson here at Moncton Honda.
However, since there is no way of establishing the exact words of a conversation 5 years ago between two people I must defer to the written contract and terms that were provided to the customer and the time of purchase on September 14, 2011. After reviewing a copy of her warranty coverage document (Cert# [redacted]) from the product provider, [redacted], it clearly states in the terms of Guarantee section of her agreement under the Corrosion Control Module section that:
"Guarantee - should the sheet metal treated with this product perforate due to rust which originated on the inside surface of the metal (must begin from the inside of the panel)"
In addition to the perforation coverage provided by the rust module there was an opportunity to extend the factory three year warranty on surface rust by an extra two years to a total of five years, which required that Platinum Shield Paint Protection be purchased in addition to the Platinum Rust Protection (Rust Module). However, this coverage was declined by the customer as clearly illustrated on her FCPP Coverage document in the Coverage Section and reiterated by her initialing the coverage decline section on our Added Protection Waiver form that we have each customer sign on delivery.
The customer was informed on June 16, 2017 that after speaking with the Warranty Dept. at FCPP there was no coverage in place on her vehicle for surface Rust and therefore she would not be receiving any warranty assistance with the cost of repairing the surface rust on her vehicle.

Obviously, the customer was not satisfied with the decision, as was evidenced by our staff and customers on Saturday June 24th, 2017 when she decided to visit the Dealership to voice her concerns in person. Unfortunately, the customer was not prepared to discuss the matter in a respectful manner with Management personnel but rather chose to make a scene being belligerent to Dealership staff and proceeded to circulate through the Dealership from sales office to sales office, people shopping in our showroom, Customer Lounge and even those on our vehicle lot in an effort to deter those customers from doing business with the Dealership, making wildly unfounded statements that the Dealership was dishonest and does not honor its warranties. Despite repeated requests to discuss the matter privately and to leave the premises [redacted] continued to loudly state that she would not leave the Dealership until it became necessary to contact authorities and have her escorted off site.
In 20 years of business we have never had to resort to such drastic measures to handle a customer issue. While the customer may be frustrated and angry about the conditions and extent of coverage of her rust module warranty the fact is the problem she has with her vehicle is not covered under the terms and conditions of her warranty. Moncton Honda has no intent to discuss this matter further given the circumstances.
Initial Consumer Rebuttal /* (3000, 7, 2017/07/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I purchased my vehicle at Moncton Honda the salesperson told me my vehicle would be covered for any rust that would appear on my vehicle in the next 10 years. I was questionable about this rust module and I questioned the salesman to see if it had to be a complete hole for it to be covered for 10 years he said no. He told me any rust that appear on the vehicle would be covered for the next 10 years. He did not mention anything about the paint only be covered for the next 3 years. I also had my dad present with me at the time of the purchase so there is another person who can confirm, what I am saying is true. What really does not make sense to me and was never explained to me is, if the paint on the vehicle was covered under warranty for 3 years when you buy the vehicle, why would a buy a rust module that would give me the coverage you already had under the warranty. They say that a person could buy and extended warranty for an addition 2 years, this would only bring you to 5 years, so where does the 10 years of your vehicle not rusting come into play. I have received an estimate to fix my vehicle from [redacted] Center and the cost is $[redacted]. This is what I want Moncton Honda to pay for to fix my vehicle.
Final Business Response /* (4000, 9, 2017/07/08) */
I recommend that the customer review her signed documentation which spells out very clearly the warranty coverage she has with the Rust Module she purchased. The coverage that accompanies the module deals specifically with 10 years of rust perforation warranty. The only other warranty coverage she received at time of purchase came from Honda with her new vehicle coverage. This provided 3 years or 60,000kms of surface rust and rust perforation. Unfortunately, the customer's new vehicle rust warranty has expired and her extended coverage stipulates that coverage only applies to body perforation. Based on these facts there will be no assistance forthcoming.
Final Consumer Response /* (4200, 11, 2017/07/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like them to explain the warranty in simple terms, what does rust perforation warranty cover for the 10 years. Since they are declining my coverage, I feel it should be easy for them to say what I am covered for.