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AutoNation.com / bad service

1 5780 Cushing ParkwayFremont, CA, United States Review updated:
Contact information:

subject: complaint about customer satisfaction guaranteed

We have bought a 2007 Honda Odyssey Van on Saturday October 06, 2007 at Auto-West Honda Dealer, in Fremont California.

Vehicle Condition:

Opened Hood

Dead Battery

Body covered with Dust

Mile aged at 148 miles

Located in front of Auto Service Shop

We were told that

The hood had been opened because the dead battery needed to be recharged.

The body would be cleanly washed once it was sold.

This van had been traded from the other remote dealer so it had high mileage, but

guaranteed as new.

There was no place for this vehicle, so it was parked in the front of the Auto Service,

We trusted the salesman and accepted to buy this Van because he guaranteed this was a brand-new Van, and there was only one color that we preferred as well.

After finished signing the paper works, we got a Vehicle User’s Manual in the zip-lock bag and was told that there was no pocket for these manual books. The salesman searched for car remotes that lost somewhere, and then gave us two remotes with one-cut key at the dealer. We were promised to have the two original keys in next couple of days. We had no choice to return the Van because we already signed the paper works.

On Sunday October 7, 2007, after my test-driving, my wife took her turn to drive and tried to adjust the driver's seat to reach to the gas pedal. We found out that the seat could not move further forward, and the seat started to rotate clockwise at the maximum position.

We brought the Van back to the Auto-West Honda dealer Sunday afternoon and asked to see the sale manager. Personally, we would like to exchange another Van with the same brand name and model. The manager refused our request and asked us to bring the Van back on Monday October 8, 2007 to see a General Manager (GM).

General Manager said that the Van was two days old and refused our request. He only offered either having our Van brought to an Auto Service to have the problem fixed or trading our used Van with the other same-model Van and more money should be paid. We were not happy because our Van was considered as used; however, we had no choice, except, to have our brand-new Van to be serviced at the dealer.

Since I bought the Van for my 6-month pregnant wife, she has been psychologically scared of driving the Honda Odyssey Van and does refuse to drive this Van. The new broken Van destroys our happy family and results in unstable marriage; we frequently have had argument about this van.

Our questions are:

1- Should we exchange with the other same-brand name and model without paying any penny? Should we return it in order to buy a Toyota Van?

2- Should the 147-mile Van be initially considered as the brand-new Van at the dealer?

3- Should the Van with the lost keys, lost remotes, dead battery, dirty van, and zip-lock bagged user’s manual be frequently happened with brand-new vehicles?

4- Is it normally happened at AutoWest Honda that customer brought the Van home, but he or she needs to come back to pick up the original keys. Currently I do not have the original keys yet.

I would like to thank you for your consideration and look forward to hearing from your reply to resolve our Van and family issue.

Thomas Email User

Since I bought the Van for my 6-month pregnant wife, she has been psychologically scared of driving the Honda Odyssey Van and does refuse to drive this Van. The new broken Van destroys our happy family and results in unstable marriage; we frequently have had argument about this van.

Va
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Comments

  • Ro
      1st of Dec, 2008
    0 Votes

    Here is you first mistake ...
    You bought the car from AutoNation.

    I used to work for them so let's begin with what you need to do.
    Your car is used period. You are not going to get anything from them except the door slammed on your way out. You have a right to whine and moan but that will not help you in the long run. You will not get a new car because if the manager did this he will be fired on the spot. So you need to know what to and how to ask for it.
    1. Drop off the car with the service dept and have a list of what's wrong.Mention that you just bought the car and these things should not be bad on a NEW CAR !
    2. Be prepared to point out the flaws, don't just sit there and tell them whats wrong. Walk with the service adviser and show him the problem. If you have a noise ask for a tech to drive with you and listen for what you hear.
    3. Read the repair order to make sure all your concerns have been addressed before you sign the work order.
    4.Do not I repeat do not send your wife to do this. Women sometimes get overwhelmed when it comes to talking to a service adviser about car stuff. She has enough to worry about with being pregnant.
    5.Don't agree on any charge. All of these things should be free, you have a 3 year 36000 mile warranty.
    6.Ask for a loaner car or a rental. I know that the service person will say no. I had to because the manager told me to. It cost us money, but you have a right to have some sort of transportation if the car will take more than 24 hours to fix or if it's unsafe to drive. And you can be sure if the driver seat is bad then that's a safety issue.
    7. Call Honda Corp. after you leave and make sure you talk to one of their reps in warranty. Provide them the vin # if necessary. You'll have to tell him where the car is and provide a phone #. They'll call the dealer after they hang up with you and see what's going on with the car. (they always did that when I was a service adviser)
    8.Give the guy a good phone # to reach you and plan to leave the car there for a couple of days.

    Your wife should take note that the van once fixed is a great car but my best advice to you is buy an extended warranty from Honda if available . The trans on these things suck.

    On the other things you mentioned :
    Keys ..that happens all the time . Trust me I had to replace keys all the time because the tech would loose them .

    Dirty van..the car sits outside and if it was transported they get even dirtier. If it bothers you that much ask the service adviser to wash it. Auto nation will wash it for you at no charge.It's a car not a Fabergé Egg.

    Dead battery...you don't know how many times I had to have a brand new car battery jumped. These things sit around for months sometimes and it just happens. If the battery is bad the warranty covers it.

    Manual...That's a new one to me. Usually they are just placed in the glove box by the techs after they do a PDI (No ZipLock baggy)

    I worked as a service tech and service adviser for years and I had to leave the business because of people and dealers like you talk about. one of these days I'm going to write a book on what a customer should know..

  • Wo
      18th of Feb, 2009
    0 Votes

    I currently have my car for service for over a week. It has been there longer then I have owned the car. The New Toyota Corolla 2009 has an EPS Steering problem. You're warned.

  • Jo
      19th of Feb, 2009
    0 Votes

    NICHOL V EVERYONE IN AMARILLO KNOWS YOU CAN NOT BUY A HOUSE ANYWAY, YOU HAVE FILED BANKRUPTCY, YOU FAILED TO PAY A LOAN AT HERRING BANK FOR 56000.000, YOU ALSO HAVE TWO CAR REPOS, AND YOU HAVE ALSO BEEN EVICTED FROM TWO DIFFERENT HOUSES AND AND SEVERAL OFFICE BUILDINGS, , , YOU DONT PAY ANYBODY.THATS WHY YOU WORK IN LUBBOCK RIGHT?

  • Ad
      19th of Feb, 2009
    0 Votes

    NV
    SOUNDS LIKE YOU ARE A NO BILL PAYING FULL, QUIT TRYING TO BLAME YOUR X FOR YOUR SHORT COMMINGS, I QUIT DOING BUSINESS WITH YOU FOR THAT SAME REASON, YOU DO NOT PAY ANYONE.
    YOU ARE NOTHING BUT A DRUNK, HOT CHECK WRITING WHORE, IF NO ONE BELIEVES ME, GOOGLE HER NAME, YOU WILL SEE ALL HER ARRESTS, HOT CHECK CHARGES.YOU COULD NOT BUY ###, YOUR CREDIT IS SHOT, DUE TO BANK RUPT, HOT CHECKS, EVICITIONS FROM TWO HOUSES.COUNTLESS OFFICE BUILDINGS.THEY SHOULD PUT YOUR BUSINESS ON HERE, YOU HAVE LOST ALL YOUR CONTACTS IN YOUR OWN TOWN, BECAUSE OF YOUR WORK HABITS OF SCREWING EVERYBODY OVER.AD

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