Scott Honda Of West Chester

First off, because of what S [redacted] Honda did, we now stand to lose $32,We have been loyal customers of S [redacted] Honda since the early 2000’s and have bought SIX vehicles from themOn December 31, at approximately 2:PM, father Michael P [redacted] (a year old decorated disabled Army and Navy Vietnam Veteran who is afflicted with Agent Orange disease and diabetes) and his daughter Jillian P [redacted] went to S [redacted] Honda in West Chester PA to finalize our deal for TWO brand new Honda CR-V LX’sThe deal had been arranged by Jillian’s boyfriend over the course of the previous two weeks with sales manager Marius, and on New Year’s Eve, there was nothing left to do but to go in for minutes to apply for the financing loans and sign for the vehiclesSo, that was what Michael and Jillian P [redacted] went to doWe went to buy TWO new carsWe met with MariusMarius brought another salesman in on itNick T***Nick T [redacted] started giving us even more paperworkIt was getting very tiringWhat should have taken minutes, took hours insteadAnd, Michael P [redacted] was in dire need of his diabetes and Agent Orange medication, so we were very eager to wrap this up and get back homeWe finally drove out of the dealership and went home with our TWO new cars, hours after we arrivedThose hours were exhaustingThen, about weeks later, we discovered that the vehicles were not sold to us, as we had requestedInstead, somehow, after hours of shuffling paperwork in front of us for signatures and credit checks, the TWO “sales purchases” somehow turned into TWO “leases”, and without informing usWhen we finally finished signing the paperwork, it was 6:PM, and the entire building was closed down and dark, except for the last office where we were applying for the loansFor some reason it took several credit checks and hours of timeSo, without realizing it, we were signing lease documents instead of sales documentsA lease deal was never requested, intended, negotiated, or desiredWe never asked for a lease dealWe discussed the lease option for about minutes (out of two weeks), but it was quickly discarded because of having no travalue whatsoever, and us losing over $20,000, and because we had a bad lease experience far in the pastSo, a lease was absolutely and completely out of the question, and it was quickly discardedIt was always a sale that we were discussing, so we could reap the benefits of the travalue of $20,when we traded the TWO cars inHOWEVER, as leases, we are forced to forfeit that $20,000, along with $28,that would be paid into the lease rentals for months, along with $33,we’d be expected to pay to purchase the vehicles at the end of the leasesThat means that as a lease, we would be expected to pay $81,for TWO vehicles that are selling for $49,That is an over-payment of $32,000, which is MORE than the price of ANOTHER vehicleWe don’t know anyone in their right mind that would request that kind of dealSo, the TWO vehicle “leases” must be changed to vehicle “purchases”, as we have requested from the startAnd according to Honda Finance Company (the lease holder), this is a rather simple transactionThe dealer just has to agree to do it, and then the sales tax has to be paidAnd then it’s a done dealProblem solvedSo, why is S [redacted] Honda refusing to even discuss it with us? So, we called the sales manager, Marius, at S [redacted] Honda immediately on discovering the mistake that S [redacted] Honda had made, and after a very heated discussion, his final words to us were, "It is a legally binding contract and there's nothing that can be done about itDude, I’m not gonna argue with you about itI have things to do." And, that was thatEven though his recollection of the deal was psychotically different from oursHe remembered it as always being a lease deal, and never a sale dealHe remembered it completely the opposite of how it actually transpiredIs he on drugs? So, the truth is that if the dealership agrees, then Honda Finance Company can easily sell the car to us, but with state sales tax attached, which we believe that S [redacted] Honda or Honda should payAnd this problem would be solvedBut instead, S [redacted] Honda has taken a hard stand and denied us any resolutionWe then spoke with Melissa (Duke S’s assistant), and she investigated the issue and in the end told us the same thing"It’s a legally binding contract and there's nothing we can do about it.” In fact, she used almost the exact same wording that Marius usedIt sounded suspicious, so we asked her some questions about leases and sales in general, and she was easily stumpedWe couldn’t understand how she could be in charge of an investigation when she didn’t know anything about the subject matterThat’s when we started suspecting a bait-and-switch had been pulled on usSo, then, when we asked Melissa if we could leave a message for Duke S [redacted] to call us back about the matter, she refused to let us leave a message for him and told us that he’s rarely ever in the office and he never talks to customers, even though we spoke with him on the phone, just two weeks before discovering this problemSo, after about a week of talking with S [redacted] Honda on the phone, they took the position that there is nothing that can be doneEven though, Honda Finance Company has told us the oppositeAnd, even though we've informed S [redacted] Honda that we came in to "buy" TWO vehicles, S [redacted] Honda is insisting they did nothing wrong and nothing can be done about itSo, somehow, conveniently for S [redacted] Honda, the sale turned from a purchase into a lease at the last minute, along with their claims that we had insisted on a lease all alongThe fact is that we have never asked for a leaseAnd now, S [redacted] Honda won’t even return our callsSo, Honda's reputation has lost severe luster to pull this kind of action on a Disabled American VeteranWe trusted in HondaNow, Honda better do something righteous here or we’re going to turn our backs on them for goodEND

In reference to the *** **, the car was advertised as a certified pre-owned Scott vehicle. All Certified vehicles go through a point inspection to check for mechanical and physical structural damage. All cars are checked using ***. Every
*** Report contains information that can impact a consumer's decision about a used vehicleSome types of information that a *** Report may include are: * Title information, including salvaged or junked titles * Flood damage history * Total loss accident history * Odometer readings * Lemon history * Number of owners * Accident indicators, such as airbag deployments * State emissions inspection results * Service records * Vehicle use (taxi, rental, lease, etc.) The prior owner did not disclose any accidents and our mechanic did not notice any structural damage. We do not remove bumpers as part of the inspection to check for missing bolts or clips. We rely on disclosure from the customer and *** to relay any accident history. We recondition our vehicles 100% mechanically to meet all Pa safety requirements. We provide month, 6,mile warranty which exceeds most used car warranties. We also offer a day no hassle return policy if the customer is not satisfied with their purchase.
The Customer drove this car for months with no issues to the front bumper until she says she pulled into a parking spot and went over a curb. When she pulled back the bumper caught on the curb and the bumper was ripped off. So the only way we see the bumper getting ripped off was by her pulling up on to a high curb and catching the bottom lip of the bumper. We spoke to the *** tow truck mechanic that inspected the ***, he said when he came to the scene the car was moved to another location away from where the incident happened. So he could not say 100% what had happened with the front bumper. We also spoke to *** *** Auto and received pictures which clearly show damage to the lower bumper where it hit the curb.
If the *** was in a prior accident we were unaware of it and *** did not indicate any accidents. There was no evidence of any damage to the vehicle when the inspection was done. We pride ourselves on customer service, selling a quality product and that is why we have been in business for years
After speaking with the customer on multiple occasions, we discussed on a goodwill gesture to cover 50% of the cost of the repairs. We felt that it was more than fair since she owned the car for months with no prior problems with the front bumper coming loose. The value of *** is not diminished in anyway because the *** is clean and shows no accidentsThe first owner probably had a similar incident with the front bumper and did not report it to his insurance company because it was a minor repair

On Wednesday July 2, 2014, *** ***, Service Manager, contacted *** and together they worked out an acceptable resolutionThe matter has been closed

First off, because of what S[redacted] Honda did, we now stand to lose $32,000.
We have been loyal customers of S[redacted] Honda since the early 2000’s and have bought SIX vehicles from them. On December 31, 2015 at approximately 2:30 PM, father Michael P[redacted] (a 68 year old decorated disabled Army and Navy Vietnam Veteran who is afflicted with Agent Orange disease and diabetes) and his daughter Jillian P[redacted] went to S[redacted] Honda in West Chester PA to finalize our deal for TWO brand new 2016 Honda CR-V LX’s. The deal had been arranged by Jillian’s boyfriend over the course of the previous two weeks with sales manager Marius, and on New Year’s Eve, there was nothing left to do but to go in for 30 minutes to apply for the financing loans and sign for the vehicles. So, that was what Michael and Jillian P[redacted] went to do. We went to buy TWO new cars.
We met with Marius. Marius brought another salesman in on it. Nick T[redacted]. Nick T[redacted] started giving us even more paperwork. It was getting very tiring. What should have taken 30 minutes, took 4 hours instead. And, Michael P[redacted] was in dire need of his diabetes and Agent Orange medication, so we were very eager to wrap this up and get back home. We finally drove out of the dealership and went home with our TWO new cars, 4 hours after we arrived. Those 4 hours were exhausting.
Then, about 3 weeks later, we discovered that the vehicles were not sold to us, as we had requested. Instead, somehow, after 4 hours of shuffling paperwork in front of us for signatures and credit checks, the TWO “sales purchases” somehow turned into TWO “leases”, and without informing us. When we finally finished signing the paperwork, it was 6:30 PM, and the entire building was closed down and dark, except for the last office where we were applying for the loans. For some reason it took several credit checks and 4 hours of time.
So, without realizing it, we were signing lease documents instead of sales documents. A lease deal was never requested, intended, negotiated, or desired. We never asked for a lease deal. We discussed the lease option for about 10 minutes (out of two weeks), but it was quickly discarded because of having no trade-in value whatsoever, and us losing over $20,000, and because we had a bad lease experience far in the past. So, a lease was absolutely and completely out of the question, and it was quickly discarded. It was always a sale that we were discussing, so we could reap the benefits of the trade-in value of $20,000 when we traded the TWO cars in.
HOWEVER, as leases, we are forced to forfeit that $20,000, along with $28,600 that would be paid into the lease rentals for 39 months, along with $33,000 we’d be expected to pay to purchase the vehicles at the end of the leases. That means that as a lease, we would be expected to pay $81,000 for TWO vehicles that are selling for $49,000. That is an over-payment of $32,000, which is MORE than the price of ANOTHER vehicle. We don’t know anyone in their right mind that would request that kind of deal.
So, the TWO vehicle “leases” must be changed to vehicle “purchases”, as we have requested from the start. And according to Honda Finance Company (the lease holder), this is a rather simple transaction. The dealer just has to agree to do it, and then the sales tax has to be paid. And then it’s a done deal. Problem solved. So, why is S[redacted] Honda refusing to even discuss it with us?
So, we called the sales manager, Marius, at S[redacted] Honda immediately on discovering the mistake that S[redacted] Honda had made, and after a very heated discussion, his final words to us were, "It is a legally binding contract and there's nothing that can be done about it. Dude, I’m not gonna argue with you about it. I have things to do." And, that was that. Even though his recollection of the deal was psychotically different from ours. He remembered it as always being a lease deal, and never a sale deal. He remembered it completely the opposite of how it actually transpired. Is he on drugs?
So, the truth is that if the dealership agrees, then Honda Finance Company can easily sell the car to us, but with state sales tax attached, which we believe that S[redacted] Honda or Honda should pay. And this problem would be solved. But instead, S[redacted] Honda has taken a hard stand and denied us any resolution.
We then spoke with Melissa (Duke S[redacted]’s assistant), and she investigated the issue and in the end told us the same thing. "It’s a legally binding contract and there's nothing we can do about it.” In fact, she used almost the exact same wording that Marius used. It sounded suspicious, so we asked her some questions about leases and sales in general, and she was easily stumped. We couldn’t understand how she could be in charge of an investigation when she didn’t know anything about the subject matter. That’s when we started suspecting a bait-and-switch had been pulled on us.
So, then, when we asked Melissa if we could leave a message for Duke S[redacted] to call us back about the matter, she refused to let us leave a message for him and told us that he’s rarely ever in the office and he never talks to customers, even though we spoke with him on the phone, just two weeks before discovering this problem. So, after about a week of talking with S[redacted] Honda on the phone, they took the position that there is nothing that can be done. Even though, Honda Finance Company has told us the opposite.
And, even though we've informed S[redacted] Honda that we came in to "buy" TWO vehicles, S[redacted] Honda is insisting they did nothing wrong and nothing can be done about it. So, somehow, conveniently for S[redacted] Honda, the sale turned from a purchase into a lease at the last minute, along with their claims that we had insisted on a lease all along. The fact is that we have never asked for a lease. And now, S[redacted] Honda won’t even return our calls.
So, Honda's reputation has lost severe luster to pull this kind of action on a Disabled American Veteran. We trusted in Honda. Now, Honda better do something righteous here or we’re going to turn our backs on them for good.
END.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. After recent conversations with Scott Honda, we have reached an agreement to settle the matter of the previous damage on the [redacted]. I was aggravated by what at first seemed to be a lack of resolution from the company, but my complaint had to move through the right channels.  I realize complaints need to be closely reviewed to separate the legitimate, honest ones from the absurd.  I’m pleased that Scott Honda eventually gave my complaint the serious consideration it deserved, and that they have stepped up to make it right.
Regards,
[redacted]

Review: Had 30,000 mile check up for my Honda [redacted] and multi-point inspection was done. I was also told that new tires were needed so I agreed to have them replaced although I had my doubts. My total bill was over $1142.00 for a relatively new car with no problems!!

I was never given a quote as to how much this was going to cost. I feel that replacements & other services were done unecessarily, especially since I had taken my car for service in April of 2014 and some of the same service had been completed then.

I have contacted the service manager about my concern and am waiting for an answer.Desired Settlement: Want an adjustment of my bill on labor cost of over $500.00 for less than three hours of work as well as refund on oil change & other services that were not necessary since they had been taken care of on my last visit on April 14th.

Business

Response:

On Wednesday July 2, 2014, [redacted], Service Manager, contacted **. [redacted] and together they worked out an acceptable resolution. The matter has been closed.

Review: I purchased a 2008 [redacted], advertised as a certified pre-owned Scott vehicle, which reportedly passed a 150-point inspection and came with a clean [redacted]. No prior accidents were disclosed. All Scott pre-owned vehicles are advertised in print as "like new, with no surprised." I had a huge surprise approximately one year after purchase, when my [redacted]'s front end dropped and was damaged in a parking lot on a curb. The [redacted] mechanic examined the car and saw evidence that the front end was in a collision, and the damage was improperly repaired, causing my front end to come loose and catch on the curb. (The three bolts that secure the front end in position were missing, and could not be replaced because the holes do not line up.) A second mechanic examined the car the following day, and noticed that two major pieces of front end support were missing underneath, which would help hold the front end in place. I gave Scott Honda the opportunity to respond to my concerns that I was sold a car under false pretenses, that the car had been in a prior accident despite the clean car fax they provided me. After several weeks of discussions, Scott Honda did concur after speaking with the two mechanics that the car had apparently been in an accident by they had no knowledge of it. They also indicated that the used car inspection process is not very thorough, defending why they missed the damage in the first place. They offered to pay 50% while keeping the [redacted] report clean! I asked them to reconsider their offer, because the damage is 100% their responsibility, as is the diminished value of my vehicle. My attorney sent them a letter at the end of June, to which no one has responded. Really pathetic customer service despite the big marketing campaigns. They took a gamble when they did a sloppy job of inspecting the vehicle, but I expect that now they have been caught they stand behind their reputation and accept responsibility. If they don't, I plan to file a lawsuit with the Attorney General.Desired Settlement: Pay for 100% of the repairs associated with this incident, including fixing the damage that existed prior to my purchasing the vehicle.

Rental car for the duration of the repairs

Refund for the diminished value of the vehicle.

Business

Response:

In reference to the 2008 [redacted], the car was advertised as a certified pre-owned Scott vehicle. All Certified vehicles go through a 150 point inspection to check for mechanical and physical structural damage. All cars are checked using [redacted]. Every [redacted] Report contains information that can impact a consumer's decision about a used vehicle. Some types of information that a [redacted] Report may include are: * Title information, including salvaged or junked titles * Flood damage history * Total loss accident history * Odometer readings * Lemon history * Number of owners * Accident indicators, such as airbag deployments * State emissions inspection results * Service records * Vehicle use (taxi, rental, lease, etc.) The prior owner did not disclose any accidents and our mechanic did not notice any structural damage. We do not remove bumpers as part of the inspection to check for missing bolts or clips. We rely on disclosure from the customer and [redacted] to relay any accident history. We recondition our vehicles 100% mechanically to meet all Pa safety requirements. We provide 6 month, 6,000 mile warranty which exceeds most used car warranties. We also offer a 3 day no hassle return policy if the customer is not satisfied with their purchase. The Customer drove this car for 14 months with no issues to the front bumper until she says she pulled into a parking spot and went over a curb. When she pulled back the bumper caught on the curb and the bumper was ripped off. So the only way we see the bumper getting ripped off was by her pulling up on to a high curb and catching the bottom lip of the bumper. We spoke to the [redacted] tow truck mechanic that inspected the [redacted], he said when he came to the scene the car was moved to another location away from where the incident happened. So he could not say 100% what had happened with the front bumper. We also spoke to [redacted] Auto and received pictures which clearly show damage to the lower bumper where it hit the curb. If the [redacted] was in a prior accident we were unaware of it and [redacted] did not indicate any accidents. There was no evidence of any damage to the vehicle when the inspection was done. We pride ourselves on customer service, selling a quality product and that is why we have been in business for 30 years. After speaking with the customer on multiple occasions, we discussed on a goodwill gesture to cover 50% of the cost of the repairs. We felt that it was more than fair since she owned the car for 14 months with no prior problems with the front bumper coming loose. The value of [redacted] is not diminished in anyway because the [redacted] is clean and shows no accidents. The first owner probably had a similar incident with the front bumper and did not report it to his insurance company because it was a minor repair.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. After recent conversations with Scott Honda, we have reached an agreement to settle the matter of the previous damage on the [redacted]. I was aggravated by what at first seemed to be a lack of resolution from the company, but my complaint had to move through the right channels. I realize complaints need to be closely reviewed to separate the legitimate, honest ones from the absurd. I’m pleased that Scott Honda eventually gave my complaint the serious consideration it deserved, and that they have stepped up to make it right.

Regards,