West County Honda

Complaint: ***
I am rejecting this response because they had accepted the offer to begin with my offer was with the ball weather floor floor Mat seat cover and pin stripes and manager agree and wanted to ran my credit while they were running credit manager came back with administration fee and I told the manager that you did not make us aware of that and he told us lets see what he can doThen he came back and said we will do it but I will not be able to do a pin stripe which he already knew that I included in the offerThe reason I wanted to go back to Honda west county it's because it's close to my home and they had a better warrantyWhen I called Honda back and said okay I will pay the fee lets finalize everything since they have ran our credit they came back and told me that the accessory are not included which wasn't the case when manager ran our creditThey only dispute was and I am willing to pay that but now they're saying that they will not include accessories which mean I wasn't given a infoAnd maganger called twice and I called him backMultiple time left him a message and never heard backSo again I would like for Honda to accept the offer that they have give me which with accessories seat cover and pin stripe and I will pay the for administration feeMy biggest issue is if they're claiming they never agreed on a deal why would they run my credit !!
Sincerely,
*** ***

Customer called in yesterday stated that she didn't receive her title yetWe mailed it to her on 09/18/We filed for a duplicate title on the customers behalf on 10/24/17. Customer cancelled her extended warranty weeks ago, customer was informed that the cancellation process
takes 6-weeks to be cancelledThe refund is sent to the bank not to the customerThe dealership is unable to provide keys to non-Honda vehicles, customer was never promised a second key

In regards to the issue, I'm very sorry WCH's customers feels this way, all the products sold in the finance department are sold on a menu and by law all products have to be offered, if the customer does not want any or all of the products please call the dealership and ask for *** ***, she's
the controller at the dealership and she will scan the forms that need to be signed for us to cancel the products, I will inform *** of this and it will be handle immediatelyOnce again let me apologize on behalf of the dealership for any misunderstanding. *** ***

Initial Business Response /* (1000, 5, 2015/08/07) */
We are contacting the customer and sending her a check for $

On 03/092018 Mrs. [redacted] brought in her 2018 Odyssey for a door ajar light coming on.  We looked at the vehicle and the pin switch that controls the ajar light was physically bent and we ordered a replacement.  The advisor misread the repair order and mistakenly told Mrs....

[redacted] that the switch was replaced, it had been ordered. The pin switch only controls the light not the door opening or closing. On 03/13/2018 Mrs [redacted] called and said the sliding door opened by itself. We asked her to bring the vehicle right in and provided her with a loaner vehicle for her convenience. We drove the vehicle and were unable to duplicate the issue.  We contacted Honda Technical Line to report the issue and they had us ask further questions on the incident. We spoke to Mrs [redacted] and she gave us a more clear understanding that the door opened partially cycled and closed its self. When this happens the door opens approximately 9 inches and closes immediately. We contacted [redacted] with the new information and they had us order a rear door latch to repair the vehicle. We contacted Mrs. [redacted] and she declined to bring back the loaner vehicle and we drove her vehicle to the Westport Plaza area cleaned and detailed to their business. This was four days after the vehicle was repaired and multiple calls to get the vehicle picked up. At this time the customer demanded 15 oil changes in lieu of their inconvenience. We offered to give them a free detail as a customer satisfaction gesture but they refused. New vehicles are warranted by the manufacturer and there is no extra reimbursement given when a warranty repair is made.

The dealership had to file...

for a duplicate title, the title was sent to the lien holder in error. We were able to trace it to [redacted] out of New York. We've contacted them many times to get the title expedited to us. We did receive the title this morning from the bank. We titled the car the way the customer asked us to and the customer signed all title paperwork. The customer called in today and asked that we change the name on the title work into a different name and we did fulfill the customer's request. We've told the customer that the dealership will reimburse them for any title late fees or tickets that they were charged for. The title is ready for the customer to pick it up.

The customer's sales tax were not apart of his original deal that was done on 05/19/2017.  On a later date the customer requested that we re-contract him with his sales tax included. So we did at the end of June. All of his title paperwork has been processed within the proper time allowed by...

the state of Illinois. We also emailed the customer a copy of the title on 7/12/2017 and a copy of his registration on 7/17/2017. We informed the customer that he can legally put his own plates on his car. We offered to have someone come to his house and put his plates on for him and pick up our dealer plate. See attachments.

Initial Business Response /* (1000, 12, 2015/12/18) */
Upon further review, our records state that on 11/25/15, we mailed a check, for $150, [redacted], and the check had been deposited and cleared. If there's anything I'm missing, please let me know.
Thanks, [redacted], GM, West County...

Honda.

Complaint: [redacted]
I am rejecting this response because:This dealership is outright lying that I did not tell them to include my sales tax. I told both my salesperson, [redacted], and my finance manager [redacted], the General Sales Manager, is the individual who hung up the phone when I returned his voicemail, after telling me to take care of the situation myself. The fact that they are doing this again, from what I can see in the reviews for this dealership it is far from the first occurrence, is absolutely horrendous. It is absurd that a simple, stated request like including sales tax would not only be ignored at time of purchase, but would then not be corrected. The finance manager also overcharged me the state limit for a temp tag, which I told him about while in his office and he continued with the same price anyway. This dealership is blatantly breaking the law without correction and I am astounded at its belligerence. Nonetheless, I will proceed no further as it will do no good. They have done this before and will continue to do so. 
Kind regards,
[redacted]

Enclosed are the documentations showing the the Sales tax was never part of her deal. The customer is a Finance Manager with another dealership, and fully aware of how loans are processed in the state of Missouri. We've told the customer that we can't recontact her and if she wants her sales tax in...

her loan to reach out to her bank and have them recontact her loan.

Complaint: [redacted]
I am rejecting this response because:  Other than blaming previous ownership/general manager for distribution of "fake" coupon booklets,  as he describes them,  I find no satisfactory reason for the current owners to not honor the coupon booklet received when purchasing our new Honda in 2013.  I do not believe this dispute is going to be resolved by continuing to exchange responses between West County Honda ownership and me.
Sincerely,
[redacted]

Tell us why here..[redacted], Sales Manager, spoke with Ms [redacted] and discussed her concerns with her purchase of the GMC Acadia. He explained that we do an extensive inspection on every preowned vehicle and the CV axle problem was not diagnosed upon our...

original inspection therefore we could have never known that there was a problem. He also went over the as-is policy on all vehicles that exceed 100,000 miles and reiterated the fact that the price of the vehicle had no bearing on said coverage or policy. She admitted that they were just frustrated and had a different understanding of the policy but feel more comfortable with the situation now that there is a clear understanding of our policy. Ms [redacted] thanked [redacted] for the explanation and seems to be satisfied.

To clarify,My name is on the title they gave us, however, that title is apparently invalid. I paid cash (check) for the car but the car is for my son and should be in his name. If they are able to get an actual title for the car, it is to be in his name. [redacted]

Initial Business Response /* (1000, 5, 2016/02/29) */
Contact Name and Title: [redacted], GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@westcountyhonda.com
I came to West County Honda in December 2015. I've no familiarity with your claim. I can't explain why your voicemail went...

without a response. I'm pretty good about that. Nonetheless, I have my office pulling the original paperwork. Due to the time that has elapsed since your purchase, your document file is in another location. I should have in front of me by the morning. At that time, I'll call you to discuss your concerns. Thank you, [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Received phone call from [redacted] on Mar 1, 2016 with his promise of a follow up call to me with new info within 48 hrs.....3 days now and no phone call..
Final Business Response /* (1000, 10, 2016/03/09) */
I know I am to wait for your next correspondence, but I am compelled to state that the resolution Ms. [redacted] is pursuing is to see that her records are presented accurately. We are making efforts, in both areas of concern, but in one, we are waiting for Jefferson City, state office to send the appropriate documents and in the other the same thing with Carfax. There's nothing more we can do until each of those entities complete the task. We are not ignoring Ms. [redacted]. Several of our staff, including me, have spoken with her with the necessary updates.
[redacted]
General Manager

My Name is [redacted], I'm the owner of West County Honda, my GM [redacted] called me when this complaint to up, I pulled the customers deal and there is nothing in the deal to support the free oil changes, he does have in his possession a fake coupon book that a previous employee had printed and...

handed them out, that employee has been convicted in a court of law and is to be sentenced to prison next month. WCH did honor the fake coupons for 2 full years and longer in some cases on customers. The 2 year was honored because that is the normal maintenance the some other manufacturers offer when a customers buys a product.I would love to keep the customer coming back, and he was told the coupon would not be honored before he had the car serviced, he chose to have it done, then wanted to complain after the fact. WCH will not honor any fake coupon book that is over 2 years old.I'm truly sorry for the issue it has caused to this customer, but the illegal/fake coupon books have cost my dealership and it's customers a lot of dissatisfaction. I would love to keep him as a customer, but he will pay for all oil changes and maintenance going forward. We are still very competitive if not cheaper on oil changes than any competitor.Thanks [redacted]

Complaint: [redacted]
I am rejecting this response because:
I an rejecting this response...

because the salesman [redacted] used that invoice showed me the numbers and as matter of fact he told me that  this was a invoice, that there were new tires put on vehicle. even if he made  a mistake he lied to me salesmen are slick not everyone reads every word he showed me the  bottom number and told me it was a receipt for new tires. period. what car dealership big or small leave over 10year tires on vehicle thank you
Sincerely,
[redacted]

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.  That's fine but incorrect. They told me they had the title several times and was a different story each time. On the title, it was supposed to be in my son's name but they put it in mine in error. When I found out I was given a fraudulent title, I told them to make sure the new title was put in my son's name. When the title person called I verified that the title was put in his name. She said it wasn't. It was put in the way it had been before. I informed her [redacted], the finance mgr, assured me the title would be correct. She then scratched out my name and wrote his in. As long as the DMV accepts it like it is and this is the real title this time, this problem is mostly resolved. I will see how they handle the extended warranty and see how it goes from there. Thank you for your help.
Sincerely,
[redacted]

Due to privacy laws, it's not appropriate to discuss all the details as to why it took so long to thoroughly complete the process, except that it took more than 24 hours to secure a loan for Mr. [redacted].  It usually takes 5 minutes for auto loan approvals, but when there are challenges it takes...

longer.  Once we received the approval, Mr. [redacted]'s comment to [redacted], the Finance Manager, was, "wow, I can't believe I was approved."  I mention this because Mr. [redacted] was aware that there was a notable chance this would not be approved.  We communicated with [redacted] throughout the day as to why it was taking as long as it did.  Please note, we are not the lending institution, thereby we do not make approval decisions, nor are authorized to do so.  We are an agent for the banks we represent.  We'd love to approve everyone, but again, it's not our call.As for the Warranty and Maintenance policies, it was 100% disclosed to Mr. [redacted] that in the quoted monthly payment, with full disclosure, a Maintenance plan was included, which, initially, Mr. [redacted] was in agreement and pleased by the idea of vehicle protection.  When Mr. [redacted] returned to the dealership to complete paperwork, he had asked [redacted] if he could remove the Maintenance policy and replace it an extended service contract.  His words to [redacted] were emphatically, "I want the warranty."  This was his choosing and decision.  There will never be a circumstance where a consumer is told a purchasing a policy is mandatory.  In [redacted]'s case it was no different.  Mr. [redacted] was never told we were to give him more than $1,000 for his vehicle.  Mr. [redacted] had a trade-in that did not run at the time of the transaction.  It was a 2004 Chrysler with 121,000 and, again, did not run.  He knew we were giving him $1,000 for the Chrysler and he chose to move forward.  Whether we offered $1 or $100,000 for his trade-in, Mr. Hodge had the option and the right to pass on the deal and move along.  He chose no such thing and moved forward.  We have no intention of renegotiating this transaction or giving Mr. [redacted] and type of refund or recalculation.  We worked hard on Mr. [redacted]'s behalf and accommodated him at every turn.On March 22, 2016, we sent Mr. [redacted] the title paperwork, to the address he supplied.  His residence is an apartment complex, but he did not provide his apartment number.  Consequently, it was returned to us, as you will see in the attachment.  My guess is that it went to the rental office and sat there for a whatever their time frame is for undeliverable mail, before it was returned to the post office, and then back to us, which we received yesterday.  At the time, I called Mr. [redacted] and asked him if he had checked with his rental office to see if they had it.  He said that made no sense and that they would have known to notify him.  I asked him if he would check with the office, but he thought the concept of their having it and not dropping it off at his apartment was ludicrous.  Apparently, they did have it, did nothing with it, and it ultimately ended back in our mailbox at the dealership.  In the process, we applied for a duplicate title, at our expense.  When the original title arrived back to us from his rental office, we were able to stop the duplicate process, had we not, that would have made the original title null and void in the MO DMV system.  So, we have the documents here and we were planning to contact Mr. [redacted] today, again, as it just arrived to us yesterday afternoon.  As a side note, in that same conversation with this customer, he had blamed us for sending his paperwork to a "completely wrong address."  It was the address he provided, and ultimately, by his own admission.We went to great lengths to accommodate Mr. [redacted].  This was not a typical transaction, but we hung in there and got him handled to what he claimed was his satisfaction.  No matter what he have done for this customer, he would come back to us with new complaint and he has been persistent.    In retrospect, had we known we would have to invest this much time, manpower, and energy to address each and every unfounded claim, we would have opted out of the transaction.  No sale is worth this.  But, it what it is, and we have Mr. [redacted] as a customer, and we will notify him that his paperwork is here for his pick up.  Unfortunately, I'm not convinced Mr. [redacted] will ever be satisfied, regardless of the effort we have put forth.Sincerely,[redacted], GM

We tried to have the bank finance her taxes into the loan and the bank won't allow us to re-contract the customer. We told her to reach out to them herself, which she did and was able to get the bank to finance her taxes into her loan. The customer was given all of her title paperwork on...

3-09-17.

Initial Business Response /* (1000, 11, 2015/09/18) */
We will provide a refund to the bank. A check will be issued next week and may take another week to be credited to the account.
We apologize for the miscommunication.