ComplaintsforCentury Honda

• Initial Complaint

  25/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a 2018 Honda CRV in October 2021 via an ad on ******** from Century Honda, Truro, NS. The sales rep was great and everything seemed to be fine (at that time). Fast forward to last week, I discovered that the vehicle that I purchased had $15,000 of collision damage done to it just 6 months prior to my purchasing it. A bit shocked and feeling slighted, I called Century Honda and spoke to the Sales Manager who told me that she didn't see any reference to a car facts in my file and that the person who sold me the vehicle in 2021 no longer works there. I explained that my issue is that I would never have purchased the vehicle had I known about the damages. I feel they misrepresented the facts by not disclosing the history of the car to me. I feel they have a moral and ethical obligation to do so so that consumers can make an informed decision given all the facts. -Jan 18th, 2023 I learned that the vehicle that I bought had $15,000 in collision damage. -Jan 18 I called Sales Manager and said she would follow up with the ** -Jan 18 I wrote the dealership explaining my situation -Jan 23 - Sales Manager called me back to say that basically there's nothing they can do because the vehicle they sold me was not a lemon and safe for the road. I made the decision last year to buy a vehicle from a reputable car dealership. I trusted the Honda name and the philosophy and values it prides itself on. We own a honda motorcycle, honda generator, honda snow blower, honda fit. I trusted the dealership (and the brand) to properly inform me of material information so that I can make the best decision for me. Their response was that the price they sold the vehicle for was reflective of the damages.How was I supposed to know of the damages if you did not tell me? I'm disappointed in the way this is being handled. The finger is being pointed at me for not requesting the car history. Honda, where is your moral obligation, and good business practices?

  Business response

  26/01/2023

  We have spoken with the customer and stand by the information we provided her at the time of purchase and in response to her correspondence over the past number of days.

  We are an open dealership with our vehicles and in any of our transactions and interactions, we do our best to be as transparent as possible. 

  We list all of our used vehicles on our website with an available CarFax report on each and every one. These type of links are shown in the attached screen shots, and are available to any one visiting our website. We provide this information openly. 

   

  The customer, in her email from Jan 19th, referred to the Used Vehicle Sales Disclosure Act through the Nova Scotia Legislature. We are very familiar with our responsibilities under the act. It refers to vehicles that are considered Salvaged or Rebuilt, marked as Non-repairable by the Registry of Motor Vehicles without notice to the customer, or stolen. It discussed what a "lemon" is under the Act, which deems it to not conform to the manufacturer's warranty or has defects or conditions that substantially impair its use, value or safety and that were not repaired within a reasonable time period or after a reasonable number of attempts. None of these conditions were applicable to the vehicle the customer purchased. The vehicle does not have a Salvage or Rebuilt Title, and does not fall anywhere close to a Lemon. 

  We agree that there was an incident reported through CarFax of damages that occurred to the vehicle in May 2021, under the description "Other Damage". We priced the vehicle accordingly, and the CarFax report was readily available to the customer on our website, and if at any time she had requested an emailed or physical copy, we would have provided that. Prior to delivering the vehicle to the customer, it was put through our service department and had an Nova Scotia Motor Vehicle Inspection completed. To this, the standards (at a bare minimum) of the Province for roadworthiness were met. This means that the conditions under the Act describing a lemon were not applicable. It had be repaired after the incident by a previous owner in relation to the May 2021 incident to where safety and use were not impeded.

  When the vehicle was in our service department, we did further work to make the condition up to our standards to present to a customer. This meant additional fluid and brake services, among other things.

  We believe that we have been transparent in our interactions with this customer, and with any other customers in these types of circumstances and all interactions. 

  Business response

  30/01/2023

  As stated in our previous response, our duty is to disclose if the vehicle is considered Salvage or Rebuilt, or if the vehicle is in a condition to meet manufacturer warranty or is unrepairable. The vehicle in question was repaired to standards provided by the province, and was in condition to be retailed. We also do provide this information through our website and if asked by a customer. We do not, and did not in this case, mislead or hide pertinent information. 

  When you say you saw the vehicle listed on ********, there was no ability for the vehicle to be "listed" online in the ******** Marketplace by the dealership. So, unclear of what the circumstances were specifically in this case, it was one of two scenarios. First, it was a ******** ad, through Century Honda, which would have given broad information on the vehicle, with a link to the vehicle description page on our website, where more information was available. Or, one of our sales people had listed the vehicle on their own, which means that at the time of you discovering and inquiring on the vehicle, there was no indication it was being listed for sale by Century Honda. 

  We continue to stand by our opinion that we have provided the information (or made it readily available) on this vehicle.

   

  While we aren't willing to come to the terms you offered (purchasing the vehicle back at the amount you currently owe), we are willing to consider purchasing it back. Similar to anyone else looking to sell or trade us their vehicle, we would complete an appraisal and make an offer based on current condition. If this is something you'd like to discuss, you may contact us at the dealership and we can make arrangements. 

  Thank you.

  Customer response

  31/01/2023

   I am rejecting this response because:
  The ******** Ad I'm referring to is attached. The salesperson listed the vehicle on ******** and there was not a link to your website, nor was there a link to carfacts.

  She was representing your company and through our messages said that the vehicle is "beautiful" without mentioning the car's history.

  You stand by your decision and I stand by mine. You are a reputatable business owner, and if you stand by your decision how is it that you are refusing to acknowledge your responsibility as an owner to ensure your customers are made aware of material information prior to a vehicle purchase. I'm sure customer's are required to sign off on carfacts and placed in the file.  That didn't occur in my situation. Your Sales Manager even attested to the fact that there was no car facts in my file.

  I guess I'll rely on social media, and the Consumer Protection Act and the Sale of Goods Act and Small Claims to get satisfaction.

   

  Thanks.

  
  

• Initial Complaint

  22/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello We were in the market for a used vehicle and found one vehicle that was in the range we were able to manage. But to our surprise, found out that if we were paying with a bank draft ,the price of the vehicle would increase by $1000.oo dollars, and than would have to pay for extra that we did not want and need, but did not have a choice to pay for. These were, keys fobs $299.oo ,dealer fees $339.95 ,ride green 2year road hazard $ 699.oo . Being caught short notice on the need for a vehicle that are in short supply we put a $500.oo dollars deposit on the said vehicle, being reassures that if the vehicle in question was not to our satisfaction we could transfer the deposit to any vehicle on their site ( online). When deposit was made the vehicle had not been inspected ( and was not ready for a sale) but we needed a vehicle short notice that was not ready for the three days its would take us to get to Truro NS. So we went on their online ( century Honda..ca) and found a vehicle more expensive less mileage and more recent. So we made contact we our salesperson (*******) and was told that this vehicle is not accessible for them( but was on their site) . Being in the need for a vehicle and the one we put a deposit on was not ready for another 7 days. Being put in this situation we look at other car dealership and were very satisfied with the service we received without having to pay for the extras that we would not need or want. In short we put a deposit on a vehicle that could not be sold as it was not inspected and was not ready for 7 or 8 days ,the deposit (non refundable) was kind of misleading . We had dealt with this dealership before in 2010 and were satisfied with the Tacoma we bought .

  Business response

  23/09/2022

  The customer was dealing with ******* ******** (salesperson) and ******* ********** (Finance Manager) on the purchase of a pre-owned 2013 ****** Rav 4. The customer is correct regarding the additional $1000 adjustment to price if purchased by cash. All of our pre-owned vehicles are advertised on our website, stating the price shown includes a $1000 finance rebate. ******* spoke with the customer and they agreed to a deal on September 6th, with the final amount (including all fees and options) agreed to by both parties. The customer completed a credit application with *******, and left a $500 deposit to hold the vehicle, at which time he was told it was non-refundable. The customer was aware that the vehicle hadn't been through our service department for necessary repairs to get up to MVI quality, and once the repairs were done, we would sell them the vehicle. It's an unfortunate part of the business, where some times vehicles are sold before they are ready to deliver to the customer. Similar to pre-ordering a new vehicle from the factory. 

  The customer contacted ******* a few days later to discuss another pre-owned vehicle that is listed on our website, but physically located at our sister store, Century Subaru in Saint John, NB. Similar to the **** *** *, it was a vehicle listed for sale, but had not yet gone through their service department to diagnose issues and make appropriate repairs. The customer was asking if it would be available by the next day, and we explained that was not going to be possible, and the best plan was to stick with the agreed upon vehicle. 

  Once the **** *** * had the service work completed, ******* and ******* made numerous attempts to contact the customer via text, phone and email to arrange the final steps of the sale. To this date, we have not been able to make contact or have any response from the customer until receiving this complaint through the BBB. Since September 6th, this vehicle has been listed as Sold on our website, and unavailable to sell to any other customer. Since receiving this complaint, we have no re-listed it as available for sale, as it is now clear that the customer has no intention of honouring the agreed upon deal. 

  We feel we are in the right to keep the $500 deposit, as it was clearly indicated that it was non-refundable, and we have lived up to everything that was promised to the customer. No promises were made as to when the vehicle would have the service work completed, as there are too many factors out of our control, including back ordered parts that were required. We have made numerous attempts to contact the customer with no response. We were clear on all fees and charges associated with the vehicle, and these were disclosed prior to the customer agreeing to the deposit and credit application. 

  What we are willing to do is to refund the deposit once the vehicle is sold to another customer, less any difference in the amount that a new customer agrees to purchase the vehicle at, compared to the price Mr. ********* agreed to. With the vehicle unavailable for sale while we waited for contact from the customer, we may have missed other opportunities to sell the vehicle at the same price. (For example, if the price the vehicle sells for is $200 less than what Mr. ********* agreed to pay, we would refund $300). 

  Any further contact can be made directly with ***** ********, General Manager. My direct line is ************ **** ***. 

• Initial Complaint

  23/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  June 17 th went to have an electrical issue fixed in my 2017 Honda civic. A girl behind the parts counter showed me a number on a piece of paper and indicated this was what I would pay. It was twice as much at the check out. Now, less than a week later the light is back on and they will not credit any of the work they supposedly did. Attitude from every person I've dealt with. I don't feel I should have to pay again to have them solve something they should have the first time and I refuse to pay for someone to learn their trade on my dime.

  Business response

  23/06/2022

  The customer had contacted the dealership this morning (June 23rd) to address the same concern, after an indicator light came on today, almost a week after the work was complete. He spoke with a service advisor and was eventually transferred to speak with ***** *********, our service manager. At that time ***** and the customer agreed to have the car checked over again on Monday (June 27th). The customer advised us he didn't want to pay if it is the same issue. It was explained that we need to see the vehicle in order to diagnose the current issue. If it is the same concern, and the repair wasn't completed correctly, there would be no additional charge. If it is a different issue, there could be a charge for the diagnostics, and if he chose to continue with further repairs for a different issue, there would be charges associated. 

  If we didn't complete the original repair to solve the concern, we wouldn't be charging the customer. We will deal with the customer on Monday when the vehicle is in our shop, so we can have our licenced technicians inspect the vehicle. 

• Initial Complaint

  29/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Century Honda sold me an unreliable vehicle. Ive spent $1000 on parts and labor, and i only had it a month. Records will show ive had problems since they drove it to my house. I just purchased it from the dealership. They wouldn't even help me with a tow truck. My vehicle needed a new starter and gasket. I got that done. But the part i need will cost $1671.51 now. Looking into it. The dealership sold me a car with a leaky exhaust. Its a new mvi. I have receipts for the parts, labor and diagnostics but the dealer wont help me. They let a guy name **** talk to me, but he laughs and said i paid for inspection, not perfection.

  Business response

  02/05/2022

  The customer agreed to purchase this 2014 Mitsubishi RVR on January 27, 2022 and gave Century Honda a deposit for $1000 by credit card. At that time, the dealership had not yet put the vehicle through our service department to determine what repairs were required for Motor Vehicle Inspection, and even though she hadn't driven the vehicle, she understood that we would be repairing the vehicle to MVI criteria. Due to supply chain issues, we were unable to secure the parts for repair for some time, and agreed to deliver the vehicle to here, which finally took place on March 4, 2022. 

  The repairs to the vehicle totaled over $2600 and included exhaust work, brakes and lower control arms. We also took the vehicle to Truro Mitsubishi where safety recalls through the manufacturer were completed at no cost to the customer or Century Honda. The customer had called with concerns over the delays, which several of our staff spoke to the customer about how supply chain issues were causing delays and we apologized but would get the vehicle to here as soon as possible. 

  As an older vehicle with no remaining warranty, the customer was advised that like most reputable dealership, we'd offer a 50/50 coverage for 30 days on any powertrain issues from the date of purchase, but that there were options available to her to purchase warranty protection. The customer refused these warranty options. 

  Shortly after purchase, the customer had an issue with the check engine light coming on, and we advised her to take it to a local garage to have it diagnosed. We sent the customer a cheque for $50 to cover the cost of this diagnostic charge she had received, where we were told the check engine light issue was resolved. 

  Since then, the customer had called several times to discuss different issues she believed were happening with the vehicle. With each conversation, we asked her to take it to a service garage to have the issue diagnosed so that we could determine what the actual issue was, as the salesperson or sales manager that spoke with her are not licenced technicians, nor is she. We requested that if possible, if she could take the vehicle to the nearest Mitsubishi dealership that would be preferred, but any licenced technician would be fine. She continued to call but not provide us with any diagnosis of any issue she or they found with the vehicle. At no time was the customer able to provide us with the information regarding which parts were being told to her need to be replaced, and the issues she was describing changed between different conversations. 

  Throughout our interactions with the customer, we have been upfront and honest about the vehicle and have shown our willingness to work with her to find out what is wrong with the vehicle. Even as she called on Friday, April 29th, well beyond the 30 day coverage we offer on powertrain issues, we were requesting her to visit a garage to have the issues diagnosed. She had told us she went to her local Mitsubishi dealership, but when we followed up with them to hopefully determine the issue, they explained she hadn't visited them. 

  We feel we have been open to assisting this customer, and have taken her calls with hopes to resolve any issues. We haven't received the assistance from the customer to determine the true issues related to the vehicle. The first time we heard there was an issue with the starter was in her complaint to the BBB. 

  We are open to discussing resolving any issues that should have been discovered in the initial 30 days of 50/50 powertrain coverage, and we stand by the work done by our technicians prior to the purchase and the Motor Vehicle Inspection completed on the vehicle.

  Any further correspondence can be sent to General Manager, Q**** ******** ** ********************* 

  Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩