Leased customer new vehicle on Dec 4thCustomer termed lease and acknowledged in his own complaint he was notified that possible wear and tear charges could be applicablePark Honda does not handle the inspection of the car nor do we handle the billing for outstanding chargesHonda Finance sends a third party to handle inspection and their Lease Maturity Center handles the billingAccording to records with Honda finance, an associate of Park Honda contacted Honda finance as a courtesy to customer to try and resolve windshield charge in early FebruaryThis was the first time we were made aware of the problemWe negotiated a reduced charge and made the customer aware of itAt that time we were under the impression the issue was resolvedmonths later we are presented with this disputeWe tried our best to help in the situation but Park Honda cannot be expected to be responsible for lessee contractual obligations
Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ To whom it may concern, Customer did purchase a car from Park Auto GroupHe also wanted to take the car with him that day although he would not have the proper funds for a weekWe explained to him that we could not release the auto to him without proper funding and offered him an alternative by financing the auto that day, since he wanted the car sooner than laterWe explained that there is no early payoff penalty and that he would have to pay the interest for however many days he used the loanHe agreed to the terms and signed the paperwork and as it is on all the contracts full disclosure was doneWe do not feel that we misled or failed to explain anything to customer, having said that, we will be glad to pay the $of finance charges to said customer in an effort to maintain good customer relationsUpon verification by customer that these terms are acceptable, we will gladly release a check to him for stated amount Thank you, Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand Park's desire to close this outI accept their terms an expect the refund shortly
(The consumer indicated he/she DID NOT accept the response from the business.)
Park Honda and Honda Financial Services are expected to value the customer during the buying process. The sales team used a bait and switch sales method by offering a fair price but then adding costs at the end of the process. The cost (broken windshield), could have easily been paid by the customer's insurance company for "free," if Park Honda valued the customer and communicated in a common sense manner. The charge of 750.00 for a windshield is almost 3 times the monthly cost for the vehicle. As stated in compliant, the customer has paid wear and tear charges in the past and fully understand the contractual obligations. However, a windshield is covered by insurance, where normal wear and tear costs will always be covered by the driver. The response also fails to acknowledge that when the customer dropped the car off, the windshield was not broken. The customer record shows that when a crack windshield has taken place on vehicle, the windshield has been replace within 2 days. The car was left on Park Honda property and in their care. How can the customer be responsible to damage on the car, when the damage occurred after the car was returned? When my initial call was made to Park Honda, they did not feel they were financially responsible and were able to get the cost dropped a couple hundred of dollars. The cost reduction was still worth 2 car payments, this is a significant charge to someone's budget, when again, it would have been free if Park Honda valued the customer and communicated prior to the charge about the windshield. After conversation with Park Honda, the sales person mentioned calling Honda Financial Services and it took them more than 6 months to send the picture of the windshield (picture taken with car in a different place compared to where it was when dropped off)and the customer has still not received an official bill. When speaking with Honda Financial Services they did not offer any assistance with the issue other than saying next time when turning a car in- you should do the following- have salesperson look at car, negotiate a price, tell salesperson you like the price but want to take it to repair shop first, leave dealership go to repair shop have insurance pay for any damages such as cracked windshield, take car back to dealership hope the still offer same price, car and color, then take numerous pictures of car and video. Does the above advice even sound remotely reasonable or possible? These are the steps a valued customer must take to protect themselves from Park Honda so they do not incur extra costs that could have been paid by insurance. You would think an easier was would be: negotiate a price, have salesperson look at car, be informed that you might have to pay wear and tear costs (which customer has done in the past) and if we notice a crack windshield we will contact you to see if you want to repair the damage or do you want us to bill you directly. If that phone call was made, car would have been repaired at a cost of 0 dollars to the customer and left Park Honda and Honda with a very positive experience. This is not about a customer being responsible for contractual obligations. This is about treating the customer fairly and demonstrating that you value the customer by using common sense. There is no one who would make an extra payment that is 3x the monthly car payment, when the cost is covered by insurance. The reason, customers use insurance is to protect themselves from these types of situations. It is unethical for Park Honda and Honda Financial Services to treat a valued customer in this manner.
Leased customer new vehicle on Dec 4th. Customer termed lease and acknowledged in his own complaint he was notified that possible wear and tear charges could be applicable. Park Honda does not handle the inspection of the car nor do we handle the billing for outstanding charges. Honda Finance...
sends a third party to handle inspection and their Lease Maturity Center handles the billing. According to records with Honda finance, an associate of Park Honda contacted Honda finance as a courtesy to customer to try and resolve windshield charge in early February. This was the first time we were made aware of the problem. We negotiated a reduced charge and made the customer aware of it. At that time we were under the impression the issue was resolved. 5 months later we are presented with this dispute. We tried our best to help in the situation but Park Honda cannot be expected to be responsible for lessee contractual obligations.
Initial Business Response /* (1000, 5, 2015/06/05) */
To whom it may concern,
Customer did purchase a car from Park Auto Group. He also wanted to take the car with him that day although he would not have the proper funds for a week. We explained to him that we could not release the auto to him...
without proper funding and offered him an alternative by financing the auto that day, since he wanted the car sooner than later. We explained that there is no early payoff penalty and that he would have to pay the interest for however many days he used the loan. He agreed to the terms and signed the paperwork and as it is on all the contracts full disclosure was done. We do not feel that we misled or failed to explain anything to customer, having said that, we will be glad to pay the $110.36 of finance charges to said customer in an effort to maintain good customer relations. Upon verification by customer that these terms are acceptable, we will gladly release a check to him for stated amount.
Thank you,
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand Park's desire to close this out. I accept their terms an expect the refund shortly.
Initial Business Response /* (1000, 5, 2015/08/12) */
Reviewed records on last service appointment. Showed
only only an oil change and inspection performed.
No notes on any problems with oil cap. To resolve
this complaint, removed customer from all email and phone lists. Did not remove customer...
from service
history records in the event they are ever needed.
Leased customer new vehicle on Dec 4thCustomer termed lease and acknowledged in his own complaint he was notified that possible wear and tear charges could be applicablePark Honda does not handle the inspection of the car nor do we handle the billing for outstanding chargesHonda Finance sends a third party to handle inspection and their Lease Maturity Center handles the billingAccording to records with Honda finance, an associate of Park Honda contacted Honda finance as a courtesy to customer to try and resolve windshield charge in early FebruaryThis was the first time we were made aware of the problemWe negotiated a reduced charge and made the customer aware of itAt that time we were under the impression the issue was resolvedmonths later we are presented with this disputeWe tried our best to help in the situation but Park Honda cannot be expected to be responsible for lessee contractual obligations
Initial Business Response / [redacted] (1000, 5, 2015/06/05) */ To whom it may concern, Customer did purchase a car from Park Auto GroupHe also wanted to take the car with him that day although he would not have the proper funds for a weekWe explained to him that we could not release the auto to him without proper funding and offered him an alternative by financing the auto that day, since he wanted the car sooner than laterWe explained that there is no early payoff penalty and that he would have to pay the interest for however many days he used the loanHe agreed to the terms and signed the paperwork and as it is on all the contracts full disclosure was doneWe do not feel that we misled or failed to explain anything to customer, having said that, we will be glad to pay the $of finance charges to said customer in an effort to maintain good customer relationsUpon verification by customer that these terms are acceptable, we will gladly release a check to him for stated amount Thank you, Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/06/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I understand Park's desire to close this outI accept their terms an expect the refund shortly
(The consumer indicated he/she DID NOT accept the response from the business.)
Park Honda and Honda Financial Services are expected to value the customer during the buying process. The sales team used a bait and switch sales method by offering a fair price but then adding costs at the end of the process. The cost (broken windshield), could have easily been paid by the customer's insurance company for "free," if Park Honda valued the customer and communicated in a common sense manner. The charge of 750.00 for a windshield is almost 3 times the monthly cost for the vehicle. As stated in compliant, the customer has paid wear and tear charges in the past and fully understand the contractual obligations. However, a windshield is covered by insurance, where normal wear and tear costs will always be covered by the driver. The response also fails to acknowledge that when the customer dropped the car off, the windshield was not broken. The customer record shows that when a crack windshield has taken place on vehicle, the windshield has been replace within 2 days. The car was left on Park Honda property and in their care. How can the customer be responsible to damage on the car, when the damage occurred after the car was returned? When my initial call was made to Park Honda, they did not feel they were financially responsible and were able to get the cost dropped a couple hundred of dollars. The cost reduction was still worth 2 car payments, this is a significant charge to someone's budget, when again, it would have been free if Park Honda valued the customer and communicated prior to the charge about the windshield. After conversation with Park Honda, the sales person mentioned calling Honda Financial Services and it took them more than 6 months to send the picture of the windshield (picture taken with car in a different place compared to where it was when dropped off)and the customer has still not received an official bill. When speaking with Honda Financial Services they did not offer any assistance with the issue other than saying next time when turning a car in- you should do the following- have salesperson look at car, negotiate a price, tell salesperson you like the price but want to take it to repair shop first, leave dealership go to repair shop have insurance pay for any damages such as cracked windshield, take car back to dealership hope the still offer same price, car and color, then take numerous pictures of car and video. Does the above advice even sound remotely reasonable or possible? These are the steps a valued customer must take to protect themselves from Park Honda so they do not incur extra costs that could have been paid by insurance. You would think an easier was would be: negotiate a price, have salesperson look at car, be informed that you might have to pay wear and tear costs (which customer has done in the past) and if we notice a crack windshield we will contact you to see if you want to repair the damage or do you want us to bill you directly. If that phone call was made, car would have been repaired at a cost of 0 dollars to the customer and left Park Honda and Honda with a very positive experience. This is not about a customer being responsible for contractual obligations. This is about treating the customer fairly and demonstrating that you value the customer by using common sense. There is no one who would make an extra payment that is 3x the monthly car payment, when the cost is covered by insurance. The reason, customers use insurance is to protect themselves from these types of situations. It is unethical for Park Honda and Honda Financial Services to treat a valued customer in this manner.
Leased customer new vehicle on Dec 4th. Customer termed lease and acknowledged in his own complaint he was notified that possible wear and tear charges could be applicable. Park Honda does not handle the inspection of the car nor do we handle the billing for outstanding charges. Honda Finance...
sends a third party to handle inspection and their Lease Maturity Center handles the billing. According to records with Honda finance, an associate of Park Honda contacted Honda finance as a courtesy to customer to try and resolve windshield charge in early February. This was the first time we were made aware of the problem. We negotiated a reduced charge and made the customer aware of it. At that time we were under the impression the issue was resolved. 5 months later we are presented with this dispute. We tried our best to help in the situation but Park Honda cannot be expected to be responsible for lessee contractual obligations.
Initial Business Response /* (1000, 5, 2015/06/05) */
To whom it may concern,
Customer did purchase a car from Park Auto Group. He also wanted to take the car with him that day although he would not have the proper funds for a week. We explained to him that we could not release the auto to him...
without proper funding and offered him an alternative by financing the auto that day, since he wanted the car sooner than later. We explained that there is no early payoff penalty and that he would have to pay the interest for however many days he used the loan. He agreed to the terms and signed the paperwork and as it is on all the contracts full disclosure was done. We do not feel that we misled or failed to explain anything to customer, having said that, we will be glad to pay the $110.36 of finance charges to said customer in an effort to maintain good customer relations. Upon verification by customer that these terms are acceptable, we will gladly release a check to him for stated amount.
Thank you,
Initial Consumer Rebuttal /* (2000, 7, 2015/06/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I understand Park's desire to close this out. I accept their terms an expect the refund shortly.
Initial Business Response /* (1000, 5, 2015/08/12) */
Reviewed records on last service appointment. Showed
only only an oil change and inspection performed.
No notes on any problems with oil cap. To resolve
this complaint, removed customer from all email and phone lists. Did not remove customer...
from service
history records in the event they are ever needed.