I purchased a used vehicle from your dealer on Saturday, July 11, 2009 and am thus far completely dissatisfied with the way my situation has been handled. I am getting no resolution or satisfaction by phone, so I am writing this letter to you in hopes that you will respond quickly and professionally. I feel the need to bring this matter to your attention for a few reasons: in an effort to maintain a positive relationship with Sales Representative Louis Cavazos, and your dealer; to prevent negative publicity with current and potential customers of yours; to help protect your outstanding rating by the Better Business Bureau; and most importantly, to obtain a sense of satisfaction with my experience at your dealer.
On the evening of Friday, July 10, 2009 Mr. Cavazos showed me a 2001 Honda Accord for sale. I was told by Mr. Cavazos that this vehicle “just came in” but was going to an auction the next day. I inspected the vehicle to the best of my ability and found it to be in acceptable condition. I was given the opportunity to take it for a quick test drive and it seemed to operate without any problems. I asked Mr. Cavazos numerous times if there was anything wrong with the vehicle, and I got replies such as “Nothing, really. It’s just an auction car, ” and “You know, it’s got a lot of miles, what can I say, ” and “You might have some problems down the road, but it runs beautifully.” Mr. Cavazos had nothing negative to say about this vehicle, continuing to point out all of the positives. He said that he would have bought this car for his girlfriend, but this car just came in and he had just bought a different one for her.
After the test drive, I felt pressure to purchase or at least put some money down on the vehicle that evening, but was financially unable to do so at that time. I left the dealer without making a purchase, but was able to obtain a personal loan when I got home, so I called Mr. Cavazos later that evening to tell him I will be in the next morning to purchase the vehicle.
I arrived at the dealer on Saturday, July 11, 2009 at 10:15am. I was greeted by Mr. Cavazos and he had the paperwork ready to go. Since I was paying cash, the transaction went quickly and smoothly. I only waited about a half an hour or so while the car was being prepared for delivery. At that time he said, “You know, the car had been sitting here for such a long time, but it cleaned up real nice, don’t you think?” I found that interesting since he had previously told me it had “just come in.”
We shook hands and I drove the car away from the dealer at approximately 11:00am. TEN MINUTES LATER, less than 5 miles away from the dealer, the transmission on the vehicle failed to operate. The car was not moving at all and I was blocking traffic on Route 14 (Northwest Highway). I shut off the vehicle and called Mr. Cavazos right away to calmly explain the situation. He said there was nothing he could do, the vehicle was bought “as is” but he would check with the manager and call me back. After a few minutes, I was able to get the car off the highway onto a side street. Amazingly, Mr. Cavazos did in fact call me back, only to say the same thing. “They said too bad, you signed the no return agreement and it was bought as is.” Needless to say, I was extremely upset, frustrated and totally dissatisfied. This is certainly not the answer I wanted to hear. I asked to speak with his manager, so he told me I had to call back on a different phone number. I immediately called back, but was forced to leave a voicemail for your sales manager. As of today’s date, I have yet to receive a call from him, or anybody else at your dealer, for that matter.
Your website states that buyers are entitled to the CARFAX reports and 150 point inspection for all used vehicles, which I was not given and have yet to receive. I understand that I waived my right to return the vehicle, but the reality of the situation is that this vehicle had major issues that were not disclosed to me at any point, and I paid for a car that lasted less than 10 minutes. Your dealer knowingly deceived me by selling a vehicle that had major mechanical problems, which is completely dishonest, unethical and just wrong. All of this would have been avoided if I had been given the facts, and if your sales representative was up front and honest with me.
I am in the process of obtaining estimates for repair of the transmission, which are coming in at around $1900 to rebuild it. Mr. Cavazos understands the financial situation I am in right now, and for me to pay for this repair is not possible.
In order to keep me as a completely satisfied customer, I am requesting reimbursement to pay for the whole repair of the transmission on the vehicle I purchased from your dealer. I am also requesting that the CARFAX reports and 150 point inspection of this vehicle be mailed to my home address immediately. I am entitled to at least know what else may be wrong with this vehicle.
You need to understand that there are hundreds of contacts I have at work that are in need of a personal vehicle right now, as we are losing the use of our company vehicles. I know you love referrals. Additionally, I have thousands of contacts in the northwest suburban area that I will be sharing my experience with. The choice is yours whether it is a positive one or negative one. In no way is this a threat, but I have contacts in the legal industry as well as other media communications available to me – newspapers, radio and T.V. stations, as well as the internet and the B.B.B.
Please consider the situation and contact me at your earliest convenience with your solution. I thank you for your time and prompt attention to this matter. I just want what is the right thing to do.
This is a note that I sent to O'Hare Honda after my frustration with their service department mounted.
I brought my vehicle in for service on March 24, 2008. During that visit, my vehicle was damaged and since that time, I have been working with the dealership to resolve the matter. However, each time the vehicle is serviced, more issues arise and promises are made that are not being honored. I wanted to send this email to express my concerns and hopefully find some way to resolve this matter.
I wanted to provide the history of the situation so that it can be viewed in the proper context. The dates below are to the best of my recollection.
I initially brought my vehicle (a 2007 Odyssey) in for service because of a rubbing sound that occurred when the driver's side window was lowered. O'Hare diagnosed the problem as being associated with the regulator and replaced the part along with some of the weather stripping (run channel) along the pillar that frames the driver's side window.
March 25-March 30
I picked up the vehicle the evening the repair was completed and parked it at home. Over the next few days, we drove the van very sparingly as we have two family vehicles.
A few days after the repair had been completed we noticed a number of issues. The tape that wraps the pillar had been damaged during the removal or installation of the run channel. In addition, the driver's side door panel had been scuffed down to the uncolored plastic. We brought the vehicle to the dealership and expressed our concern. We were asked to leave it for Frank Lorek to inspect.
March 31-April 3
We were informed that the vehicle would be repaired by Color All. We left the vehicle with the dealership on April 1 for the work to be completed. On April 2, we picked up the vehicle, and noticed that the pillar had a different look and feel than the rest of the pillars. When we inspected the work more closely, we found that the pillar had been painted rather than taped, and, the paint was peeling off. We immediately raised a concern with the Service Advisor (Ron) who informed us that he would order the tape to fix the pillar.
The next day, in the sunlight, we noticed some more issues. There was overspray inside the van from painting the pillar. The overspray was mainly on the door panel and also the driver's side sliding door pillar.
We immediately contacted the dealership to make them aware of the additional issues.
Brought the vehicle back to correct all issues. From our discussions with Ron, we were under the impression that Color All would not be working on our car. We also made comments to everyone who we came into contact with regarding our aversion to allowing Color All any where near our car. We were informed that Frank was personally overseeing the work because of the issues.
April 23-April 24
Called dealership and we were informed that our vehicle was taken to Color All (against our expressed wishes). My wife contacted Frank and his response was that Color All caused the issue and therefore should correct it. We picked up the vehicle in the evening, and, noticed that the door panel had not been replaced, and now, the chrome trim along the driver's side door and sliding rear door had been scratched up and kinked. The dealership did make an attempt to clean up the door panel with some sort of solvent sprayed on a rag. However, the solvent caused more harm than good. It discolored the mirror cover and the control panel on the driver's side door.
Frank suggested a meeting with Color All to go over the issues. When we continued to express concern with using their services, he told us either they were going to fix the issues or nothing would be done. We felt forced into using them.
Met with Frank as well as Color All to go over the issues. During this meeting, Frank insisted that the door panel had been replaced - however, his story changed when the overspray was pointed out. The agreement at this point was to replace the door panel, upper and lower chrome trim, control panel and mirror cover with new parts.
During this discussion, Frank told my wife that after the issues were resolved, we should not come back to the dealership as he could not make us happy.
May 3- May 5
Vehicle left again for repair. We picked up the vehicle on May 5, and, noticed that not much had been done. The door panel has not been replaced (the same overspray is still on the panel), the trim was not replaced but rather buffed. I can tell this because the trim looks hazy and the same kink is still visible. In addition, the mirror cover is not secured properly, and, to top it off, the key fob remotes no longer control the doors (a new issue). Finally, one last item. I climbed up onto the running boards tonight, and, there is overspray all over the top of the vehicle. I am including pictures to show this as well as a couple of spots of overspray that are still on the door panel which should confirm that it has not been replaced.
What I want is simple. I want my vehicle to be put into the same condition it was in prior to me bringing it in for service (something that has been promised numerous times). I am not sure why this has been so difficult. So there is no confusion, here is what needs to be done:
1. The door panel and chrome trim should be replaced with new parts
2. The overspray should be removed from the roof
3. The remotes should function
4. The mirror cover should be properly affixed
I DO NOT WANT COLOR ALL TO DO ANY OF THE WORK!!!
For what it's worth, I have been a customer since the late 1980's. I brought my 1983 Honda Accord in for a lot of repair work. I purchased my first new car from O'Hare in 1995 and my wife did the same in 1999. I tried to purchase a S2000 in 2001, but, the sales manger did not consider me to be a serious buyer and would not allow me to drive the car. So, I left and purchased the car from Rosen (they let me drive the car)! Because of this incident, I stopped coming to the dealership for a while, but, changed my mind when it came time to purchase the Odyssey. I figured I would give it another shot, so, I spoke to some sales people and we just couldn't work the deal because you did not have the inventory and we weren't interested in a dealer trade. In any event, I have serviced all of my vehicles with you for many years (even for oil changes...).
At this point, I am beyond angry. I am insulted by the way I have been treated; especially given my loyalty to your dealership. This seems to have been an exercise in deception, incompetence and/ or carelessness... To top it all off, I am being asked not to return to the dealership. How sad is that???
I look forward to your reply.
Sales person promised that the car has MP3 formated cd play capability and built-in millage calculator into navigation. Also, promised referral since a friend referred me. After one week of car owning, i learned that MP3 player and millage calculator are not available. Went to dealer. Two sales people came to help, tried for almost an hour and at the end said"this car doesn't come with it". They did not offer any help. I came home disappointed. Called American honda.
Called dealer several times but never received referral money always i was told that accounting has it, let's verify address etc. Called last week and the sales manger, Andrew told me, "let me look at your survey. Humm you are not happy, you can't get referral money, DING". Hung up on me instead asking why i am unhappy. Bought a $30k+ car from you, buddy, atleast try to ask why i am unhappy.