ComplaintsforVancouver Honda

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to buy a vehicle at Vancouver Honda back in June. After finalizing the transaction, I was told that I needed to buy a protection package in order to complete the transaction. I declined and said I didn't want it. The salesperson said it was necessary, or I couldn't buy the car. After complaining to ***** ******, and speaking to the dealership they mentioned the package was already applied on the car before I bought it and the salesperson was not transparent. However, they just wanted to give me a free oil change for the inconvenience. 2 Things are not right with my purchase: 1. The salesperson was not transparent about the package, and did not give me the option to purchase another vehicle without the package, when I as a consumer had a choice to do so. I was given such little information about this package was, and why I needed it. I was *********** into buying this package. 2. The dealership forced me (and other customers) to buy this protection package, by already applying special protection on the cars beforehand, without me knowing. This made the transaction more expensive for me, and they did not advertise this on the listing. I had no idea what this protection package was until after I purchased the car, and told I could have purchased a car without it. This was not explained to me initially. I am seeking a full refund for the $1,995 package I paid plus GST and PST.

  Business response

  08/08/2023

  I hope this letter finds you well. Thank you for sharing your concerns about your recent vehicle purchase from Vancouver Honda. I appreciate the opportunity to address the issues you've raised and provide clarity on the matters at hand.
  
  First and foremost, please accept my sincerest apologies if there was any miscommunication during the sales process that led to confusion or frustration. Our primary goal is to ensure a transparent and satisfactory experience for all our customers, and I regret any inconvenience that may have arisen from your interaction with our team.
  
  After thoroughly reviewing your case and consulting our records, I'd like to address the specific points you've raised:
  
  Protection Package and Transparency: Our dealership takes great pride in offering our customers various options that enhance their ownership experience. During the negotiation process, the protection package and its associated benefits were fully disclosed to you. Our sales team's objective is to provide comprehensive information about available options. While I understand that you felt pressured to purchase the protection package, please know that purchasing any additional products is always optional and voluntary. Our goal is to provide you with the information you need to make an informed decision aligned with your needs and preferences.
  
  Pre-Applied Protection Package: I'd like to address your concern that the protection package was applied after the transaction. This claim is not accurate. In your case, the vehicle you selected, which happened to be the specific unit you desired, already had the protection products installed. This was communicated during the negotiation process, and was itemize on the quotes provided to you.  It's important to note that this particular unit had the protection package already installed on it. As a result, we were unable to simply remove the products from the vehicle.
  
  Given these circumstances, and after thorough review of your case, I must respectfully decline your request for a refund. The sales process was conducted in line with our standard procedures, and the protection package and its associated costs were clearly communicated to you during negotiations.
  
  I truly regret any misunderstanding that may have arisen and the resulting dissatisfaction. We value your feedback and will take your concerns into consideration as we continuously work to enhance our customer experience.
  
  I hope this response provides clarity regarding the matters you've raised. If you have any further questions or would like to discuss this matter in more detail, please do not hesitate to reach out to me directly. Your satisfaction as a customer remains our priority, and I'm here to assist you in any way I can.

  Customer response

  08/08/2023

  
  Complaint: ********
  
  I am rejecting this response because

  I was never told that this protection package had ever been applied before the transaction. I was told the only way to buy this vehicle was with this extra package, which the sales consultant could not explain well.
  
  I was later told by your sales Manager Danny that I had been misinformed and that the sales agent failed to tell me that I could buy a vehicle without this package. 

  I was forcefully told ( and I do have records) that I need to buy the protection package for a vehicle purchase. Knowing  now this was applied before, and not disclosed to me, seems ********** and manipulative.  

  Sincerely,
  
  ****** *****

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