Complaints

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/01/2023 I took my Honda Civic CNG 2011 to Penske Honda in Ontario due to Engine misfire and Engine light on. Diagnostic came back that it needed a gasket cylinder head replacement. they also replaced the radiator. The job was performed and I paid $3,857.67 + $515.88 =$4,373.55.The problem still persisted. The engine light came back on and again the engine would still misfire. We took the Honda Civic back on 12/22/23, 3/16/24 and 6/15/24 . They were not able to find the problem. The last time we took in the Honda was 6/15/24 and on this day they stated the Head cylinder has a crack. I asked if when they replaced the gasket on the head in December, did they send the head out to a shop to get checked for cracks? They responded, that they did send out the head to get checked but there is no telling if they missed it or not. They wanted to charge me again $3,000 for the labor. I did not agree to pay because they were not sure if this these repairs would fix the problem. Also, I had already paid for labor in December and the issue was never resolved. At this point, i would like to get some sort of refund or partial refund. Thank you for your time,*******************

  Business response

  08/28/2024

  We take customer concerns seriously and appreciate the opportunity to address the situation regarding our customers ********************* Civic CNG.

  When the vehicle was brought to Penske Honda Ontario for repair, our Shop ******* conducted a thorough inspection and diagnosis. During this process, he discovered significant crystallization within the cylinder head. The head was also found to be warped. Despite efforts to clean the head and remove the crystallization, it could not be completely eliminated, as confirmed by an endoscopic inspection. Additionally, the water pump weep hole was obstructed by the crystalline substance. The Shop ******* personally informed the customer of these findings and explained that the crystallization could potentially lead to further issues with the cooling system. The Shop ******* recommended that the block be replaced entirely to prevent future complications. However, the cost of replacing the block was a concern, and the customer opted to authorize the repair without a block replacement. The repair was performed as authorized, and the system was functioning correctly upon completion of the service. Unfortunately, water subsequently entered the engine block, leading to a cracked head. This was a direct consequence of not replacing the faulty block, which we had advised.
  
  We empathize with our customers situation and the frustration of facing additional repairs. Our goal is to find a resolution that is fair and satisfactory. We are willing to discuss the matter further and explore potential solutions.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a Honda CRV 0n 12/9/23 on installament basis.Paid off the loan balance on 4/2/24.Contacted Honda Penske many times to refund the unused portion of the *** product.4 (four) months later and we haven't received the refund yet.

  Business response

  08/05/2024

  It appears that the *** cancellation request was initiated by the lender that financed the vehicle. Upon cancellation, we initially sent the refund to them, as they were the ones who processed the cancellation after the car was paid off. However, the lender returned the funds to us instead of forwarding them to the customer.

  We have now issued a refund directly to the customer in the amount of $797. Please accept our sincere apologies for any inconvenience and delay this may have caused.
  
  *********************
  President & General Manager
  Penske Honda

• Initial Complaint

  05/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Sold me a lemon

  Business response

  05/20/2024

  We reviewed our records to understand ******************** concerns and did not find a record of any complaints since she purchased her vehicle. As such, we contacted ****************** to learn of her vehicle concerns and explore possible resolution.  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was taken in for an oil change and was returned with a damaged sunroof and a wet interior because the vehicle was put through a carwash. Dealership claims that they have evidence that the sunroof was damaged at time of arrival but that they decided to put it through a carwash anyways. I have asked for the evidence however they only sent a picture of the vehicle of time of arrival. We asked for the sunroof be fixed and was sent away with an opened and damaged sunroof and a wet interior. Dealership asked to return the following week because they were too busy that day. We asked for the sunroof to be closed and they refused to do it because it need to be inspected for 6 hours, and that fees would apply because the dealership would not be responsible for those damages. The vehicle sunroof was able to be closed by a local mechanic just an hour after leaving the dealership and we had to pay $180 to the mechanic. Have contacted the dealership to ask for the evidence that they say the vehicle was damaged and they only have provided 2 photos of time of arrival that show a slight opened sunroof, not q damaged sunroof. I asked for photos of when the vehicle was returned with an open sunroof and wet interior and thats when the dealership has stopped communication. I asked if vehicles doors, windows, sunroofs are checked before car washes and the answer was only if the technician notices if opened. After 2 weeks Dealership did offer to have the vehicle return for free inspection, however we dont feel comfortable with leaving the vehicle with a dealership that is not taking responsibility and in our opinion might be taking advantage of paying customers. We feel this was the dealership fault and trying to have the costumer pay for hundreds of dollars to have it fixed. We would like the dealership to be responsible for all fees paid to have the sunroof fixed elsewhere. Also show you since they wont provide me the pictures of how badly the vehicle was retuned. Thank you.

  Business response

  10/02/2023

  We understand that the customer is upset about the water getting inside the car. The roofline of the Pilot is high, and the technician did not notice it was open due to a malfunction. We serviced the vehicle and at the customers request, ran it through the carwash. This was the time when the tech noticed that the sunroof was cracked open, and water was coming in, so he immediately pushed the close button which at that point caused the sunroof to pop open even more.

  The reason this happened is that there was an already broken part in the sunroof, hence the reason it was open when it arrived for service, and that broken piece caused the roof to jamb and go into reverse mode which is a safety mode. This opened the roof causing more water to come in. We did our best to dry the wet area and explained to the customer what had happened. The sunroof was already broken when the car arrived, and you can see that from the images we provided to the customer.

  We offered to have it looked at and work with the customer on a fair and reasonable repair but will not cover this at no cost to the customer since the sunroof was already broken. All we feel responsible for is to dry the car and of course, assist with the sunroof repair by offering the repair at a significantly lower cost.

  Thank you.

  Customer response

  10/06/2023

   I am rejecting this response because:
  
  What is being explained changes all the time. So what is your evidence that I was broken ? A slightly open sunroof at time of arrival does not mean a broken sunroof. If you say it was broken then was that noted and the vehicles inspection at time of arrival? Also they explained the technician push the button to close it and it opened even more , how would a broken sunroof like you indcate work to open even more if you say its broken? Also mentioned was that as a safety the sunroof opens or retracts , where are those pictures of when sunroof was all the way opened as a safety action. The different stories being told to us is just a way to not want to take accountability of what actually happened. The technician did not notice the sunroof was opened and the carwash / technician broke the sunroof. They try booking a 72 year old lady for repairs for damages caused by the dealership and wanted to make money out of the situation. The tech sent us away with a broken sunroof and told us it could not be close. Yet like mentioned the vehicle was taken to a local mechanic to have the sunroof closed because we couldnt drive around with an opened sunroof exposed. The water from the carwash did not only wet the interior , it also wet the electrical panels to control the sunroof. The vehicle is at another location getting the sunroof fixed and ofcouse we would not take it back to a dealership that caused the problem and is offering a discount price instead of being transparent with the paying customers. Take responsibility for the mistakes of the people that work there instead of trying to take advantage of older senior citizen female clients 

  Business response

  10/11/2023

  We have always maintained and have proof that the vehicle came in with the sunroof not properly closed. The front part of the sunroof was level with the roof panel, while the rear was below the roof panel.  When the technician noticed water beginning to leak in, his instinct was to close the sunroof. However, the sunroof detected some resistance and defaulted to the open position (a safety feature to avoid closing on someone) at that point, the technician reversed out of the carwash.

  After exiting the carwash, the technician attempted to close the sunroof, something inside was preventing it from closing. We have offered to have the guest come in so we can inspect the sunroof and determine the issue. So far, the guest has declined our invitation. 

  Customer response

  10/11/2023

   I am rejecting this response because:
  
  Assistance was offered after weeks of incident happening and because we kept asking for explanations of why the dealership thought the sunroof was not sitting properly. I can provide the emails between us and the dealership. The way the sunroof is slightly opened on the photo is the starting process of when a sunroof is starting the opening process. No indication of a broken sunroof. The reality is that dealership would not take responsibility of what happened. The car was put through a carwash because the employees did not check all doors, windows, sunroof are properly closed. The sunroof broke due to the carwash machine and the vehicle retuned to customers with a wet interior. It is a sad way to want to handle business with paying customers. Instead of offering help at the moment and looking into the clear reality, it was easier to send away a 72 year old lady away and confused and with a damaged and wet vehicle. 
  No need to return to the dealership to get the sunroof fixed, the vehicle has been taken elsewhere. Had we had a transparent honest experience at the dealership we would have felt safe leaving the vehicle there for repair. Again sad way to treat people who are paying for services. 

• Initial Complaint

  02/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased car in August 2018. Dec 2018 brought car back under warranty for a noise at start up. Dealer could not duplicate , but had stated they knew what it was and that it was the Actuator and that it was common in the Honda CR-Vs. They were not able to fix until they could duplicate. Noise went away as it got warmer . Then at the end of 2019 when it got cold again the noise started to come back but not consistent . Started to be consistent in May 2020 Covid started 03/2020 and warranty was up in 2021. I had been laid off and not able to pay for the repairs out of pocket and had to wait until 2022 when able . they fixed it in May 2022. The noise started again end of 2022 . called spoke to the mgr advise noise returned he wanted me to come in , since noise was not consistent i could not since I have now moved far from the dealer. attempted to come in while in the area 2/4/2023 and noise was very noticeable and not going away, but advisers were told to turn anyone with an appt away. I advised i had previously spoke to the manager , but the adviser insisted he was the one that gave the direction. I have already paid for a part and labor that i should not have in the first place and now other work that the dealership did on my AC is also showing flaws in less than 6 months . I do not have time to sit at a dealer while they diagnose in the off chance they can recreate the problem . I am an hour and a half round trip from them , work 7-5, child has school in the mid day 10-2

  Business response

  02/06/2023

  We are working with the customer to resolve the issue with the car. We offered a loaner car to the customer, today, while we inspect his car and try to duplicate the concern. Customer will be bringing in his car for further diagnosis. 

  
  

  **** ******

  General Manager

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The Honda dealer don't want to fixe my car even when Honda has extended the warranty on my vehicle to 6 years with unlimited milage

  Business response

  09/22/2022

  We have contacted Mr ****** today and scheduled an appointment for 9-23-22, to look at his CRV again and try to resolve the issue under warranty.

  Kind regards,

  **** ******

  President & General Manager

  Customer response

  09/25/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/14 I bought a Honda oddysey car which in the contract they added 3 services without my consent (GAP, Warranty Insurance and Perma plate service) which I canceled two weeks later and so far I have not had a response from the dealer which Nancy and Yessenia are aware of my case but I have not received any calls from them, likewise the perma plate service cost $500 and I requested the order service if they don’t have I would like my refund too.. for that 3 services my payment goes to high and now I will deal every month with that high payment for bad selling process for the finance department which they add services with out consent of the customers..: I will like a answer about my situation which is very frustrated making calls every day which they never answer the calls leaving messages with no response at all…

  Business response

  07/07/2022

  This is a reply to the complaint that was left by Mr *******,

  
  

  I have looked into the claim regarding the 3 services that were sold to Mr *******. All 3 were fully disclosed by the finance manager at the time of sale. Copies of all documents were provided on a flash drive stick digitally, like we do for all customers. Mr ******* did request cancellation for all 3 products after the sale and we did submit the request to the proper office. The Gap was cancelled and a refund was issued but it was issued to the customer and the lender and mailed to his house.  We asked Mr ******* to bring the check back so we can reissue it to the lender only, without his name on it, so the lender can apply the refund to his loan. The warranty cancellation was somehow misplaced but will be cancelled today with the original request date. The Perma Plate is not cancelable and thus will not be cancelled. It is a paint and fabric protection product that was installed on the car prior to the sale and cannot be removed, it also comes with a paint and fabric protection for 5 years. Mr ******* was here, at Penske Honda today, dropped off the check for Gap so we can reissue it to the lender and we also cancelled the warranty again, today. 

  Kind regards,

  **** ******

  ###-###-####

  Customer response

  07/07/2022

   I am rejecting this response because:
  The cancellation of GAP and Warranty forms was signed on April 24th and the dealer I think they lost the paper… Because until today I don’t have any response and supposedly this process take maximum 4 weeks and now is almost 3 months..

  
  

  The Perma plate  they said is a service on the body paint in the car but they don’t have any service record for this process so they can proof they did it or not… I was called the perma plate costumer service and they told me if they don’t have any record of this service they need to make automatic the refund.. I take the car to the a body shop and they tellme this car don’t have any protection film on it .. so I’ll take this to the court (small complaint ) because is not right they put a service in the contract if they never make it or have proof of this service ..
  
  

  Business response

  07/08/2022

  The Gap insurance was cancelled, as mentioned in the previous reply. The warranty cancelation form was not processed the first time due to the form getting misplaced. The customer did come in on 7/7/22 and filled out a new form so that will now be cancelled and refunded to the lien holder. 

  The Perma Plate was added to the vehicle during our reconditioning process. It’s a liquid form of paint and fabric protection and not a film as the customer is describing. It’s not something that can be seen once it’s on the car. It does help protect the paint and fabric from the elements that can cause damage or stains. 

  To make the customer satisfied, we will refund him for the cost of the Perma Plate as well. We will need him to come in and sign a request to cancel the product and the protection coverage. 

  Kind regards

  **** ****** 

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a regular customer, I’ve always brought my Honda Accord to this location to do the usual oil change and basic service. But basically, 60% of the time, after I got my car, after several days, my car had NEW issues, like bumpers suddenly dropped or my front light socket suddenly dropped or a big scratch that was not there until after service, etc. At first, I couldn't fully suspect that Honda itself was purposely causing problems just to make extra money off their customers. But that's because I didn’t have hard evidence of before and after photos or other evidence and so I still chose to trust them. BUT the most recent service was the last straw. I finally had evidence to prove that they did something bad to my car to make me come back and spend more money to fix it. After I did my basic service, 2 days later, my right fog light/signal light popped out from my car. The next week, I drove my car to this Honda dealership store and asked them to diagnose and see if they could just fix it and check AGAIN. They of course said I had to change the light aka order a new part. So I paid 387 plus tax for ordering the light, and brought back the car when the light arrived at their store. After they changed my right signal light, I paid another 165 dollars for labor costs. BUT this time I had before and after photos directly in their lot. Before I even drove out, I immediately inspected the car before driving back home this time. I fully checked my car by myself with a family member as witness with me as well. They magically made my LEFT fog light loose and ready to fall out of the socket and also made my bumper pop out the right side and left a big scratch as well. We went back into the store immediately and found the manager, JOSHUA WEST, to double check it. The manager said to email him the photos and that he'd call me the following Tuesday since it was end of day already on a Saturday. He never called. I called 5 times abd left voicemails. Reached out to the main line...

  Business response

  07/07/2022

  I would like to address the customer's concerns regarding the complaint. The customer brought the car in for regular maintenance on 4/30/22. This is where the customer is accusing my service team of purposely damaging the bumper and making the passenger fog lamp fall out. We do take pictures of all vehicles when they get checked in, prior to service touching the car. In the attached pictures, you can see that the passenger side fog lamp is starting to fall out already. You can compare that to the driver's side and you'll clearly see there was prior damage to that fog lamp. You can also clearly see that both sides of the front bumper, underneath, has damage to it. We find that when there is damage to the front bumper it usually comes from hitting curbs, concrete bump stops or road debris. This impact can damage parts underneath the bumper which include clips that hold the fog lights in place. When we replaced the passenger side fog light we in no way touched the driver's side, didn't have any reason to. The driver's side clips, that hold the fog light in place, were also probably cracked or broken from the prior impact that you can see on the bottom of the bumper thus making it eventually fall out.

  We are a reputable dealership with the utmost integrity and transparency. We service over 100 customer vehicles each day and do not do what Mr. **** is accusing us of doing. If that were the case, we would have hundreds of angry customers, this is not how we do business at Penske and we do not appreciate the Yelp and other review site slander against our company. If we make mistakes, we own up to it and take care of it but in this situation, we did nothing wrong.

  I am sorry to hear that Mr **** feels this way about our business. It is unfortunate that his bumper is starting to fall apart but the damage was done outside of the dealership prior to his visit to us, as the pictures clearly indicate. 

  We are willing to offer the repair at a discounted price to assist the customer but we will not be offering any kind of free repair. 

  Kind regards,

  **** ******

  President & General Manager

  ###-###-####

  *******@socalpenske.com

  
  

  Business response

  07/08/2022

  Hello ****

  Thank you for the response. There are many concerns that you’re sharing with me here and I would like to sit down with you, in person, to discuss them. Would you mind stopping in so we can discuss your concerns and try to figure out a solution? 

  You can email me or call my office to set up a time. I’m available next week from Monday-Wednesday. 

  Thank you

  **** ******

  ###-###-####

  *******@socalpenske.com

  Customer response

  07/11/2022

   I am rejecting this response because:
  
  I will set up time to talk over the phone first with **** ******. I won't update the result of my complaint until after we have come to a solution though. Thanks.

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This transaction took place on the 20MAY2022. I had a test drive on a vehicle and paid in full. I was told the car was taken to the back to get cleaned. I reversed to leave the parking lot again and the car did show the rear camera. I notified the car sales person and he said maybe I press a button, I drove home. I read the car manual, and called the sales person and finance person. I received a text from another car dealer who advised me to contact the used car manager. I did everything the manual said, but the feature didn't show on the monitor, I left a message with the used car manager. I drove to the dealership where I purchased the car. I spoke to the used car manager who basically told me that it was my imagination seeing the rear camera from my test drive, because when he checked the vehicle, it wasn't equipped with a rear camera nor did it have a place for it. I had my sister in the passenger seat with me for the test drive with the sales person in the back seat. A quick review of the specs was being pointed out as I drove. The rear camera was one of the features that helped me make my decision to purchase. I asked the used car manager if they switched the vehicle during the "wash" and he smiled and said we don't even sale Fords we sale Honda's, how would be able to do that? I don't know, but they did. The specs for the vehicle I purchased 2013 Ford Escape SEL, White, 4-door w/ hatchback is listed as optional rear camera. The vehicle I test drove isn't the same vehicle I drove home with. This is a bait and switch. It's unprofessional and I'm deeply hurt. I had a choice between the car I test drove and another vehicle from another dealership. Now, I don't have that option for the other vehicle at the price is off the market. I want the dealership to give me the vehicle I test drove and stop trying to make like I don't know I saw. I'm a retired combat veteran who served 21 years in the Navy under world issues. I deserve better. Please assist me.

  Business response

  06/02/2022

  Spoke with Ms. Arline and offered to take the vehicle back, but she loves the car and wants to keep it.   She understands installing a factory rear camera is not possible, but we will research an aftermarket system and give her the decision to move forward if it can be done. 

  **** ******
  General Manager
  Penske Honda Ontario
  P: ###-###-####
  E: k******@socalpenske.com
  
  

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/14/2022 I towed my 2014 Honda Accord to Penske Honda of Ontario due to my motor was making loud noises and left me stranded in the middle of the road. At the Dealership they requested I sign a waiver stating if my warranty was not active my cost would be $165.00 to evaluate. At this time, I tried to show them the signed contract @$2000 which I had purchased the day I bought the car 12/16/2017 @ mileage 41,562. However, the service technician did not want to acknowledge my paperwork and only stated in the computer the status showed as inactive. The Service Provider said in the Honda Warranty Booklet it stated the warranty was applicable from the first date of service. I have never received nor was it in the car a Honda Warranty Booklet to reference. I do have my signed contract stating the warranty is applicable for a Pre-Owed or Powertrain plan begins on the service contract purchase date and at the mileage on the odometer on that date. Since then, the service manager, Noe stated they will forgive the $165 service charge and I can pick up my car at any time. The salesman, S. Bajwa stated Honda will buy my car loan out and put me in a used Honda with an additional loan of up to 5 years. I have contacted the warranty company and it was explained this warranty was good from the first date it was in service as it was a certified vehicle. However, this is not what I was told at time or understood. The contract I purchased based on my conversation with the dealership and payment of $2000 was for the Powertrain 7 year / 100,000 miles. The warranty company stated that this is what I purchased but it was up to the dealership to honor the contract. Brian at the dealership acknowledged that is in fact what it says but it is not what that paper means, he said he could get me in another car with discounts. I feel this dealership is responsible to honor this contract as it was fully aware I was paying for the Powertrain 7/100,000. Attachments included

  Business response

  03/22/2022

  We have explained to the customer that the certified coverage on the vehicle started when the car was first sold as new in 2014 and not when she purchased it in 2017. The car was Honda Certified which comes with a no charge, 7yr or 100,000 miles, whichever comes first, Powertrain Warranty. The repair that is needed for the car is a powertrain warranty repair but as explained above, the powertrain warranty started when the car was sold as new, in 2014 and since has expired. Unfortunately, all we can offer is a heavily discounted pricing for the repair. We are sorry if there were any misunderstandings when the customer bought the car and the extended service contract but the coverage was only valid for 7 yrs or 100,000 from in-service date in 2014.

  **** ******

  General Manager

  
  

  Business response

  03/24/2022

  The customer has requested further explanations of the extended service contract and what she was charged for in 2017. 

  Please see responses below.

  1."At the time of my purchase in 2017 for a 2014 car, what did the $2000 cost of the warranty I paid for cover?"

  When the customer purchased the car in 2017, it was sold as a Honda Certified vehicle. All Honda Certified vehicles are sold with a 7 year or 100,000 powertrain warranty for no charge. This powertrain warranty is limited coverage. It only covers the engine, transmission and axles. This is a basic, no charge to the customer, warranty. The $2000 that we charged Ms. ****** was for the Honda Certified wrap service contract. This additional service contract fully covered the car with a limited bumper to bumper warranty, much like the one you would get when you buy a new car. This certified wrap coverage also started when the car was put in service when it was first sold as new, in 2014. So that $2000 charge was for the complete coverage of the rest of the vehicle such as computers, electronics, heating/cooling system and much much more. 

  2."Did I need to purchase a warranty at that time?"

  The additional coverage for the rest of the components was optional but most customers like to get the certified wrap coverage to make sure they have protection from expensive repairs that would not be covered under the powertrain coverage alone.

  3."When would be the best time to purchase an extended warranty?"

  This is completely up to the purchaser but when buying a certified Honda, the certified wrap coverage can only be sold on the same day as the car is being sold. It cannot be purchased on a later date. There are other service contracts that can be purchased later but those plans can cost more since they are not part of the Honda Certified program.

  4. "Does your Honda Dealership sell extended warranties?"

  Yes we do, as mentioned above, we do offer extended service contracts on new and used vehicles.

  5. "In 2017 what warranties extended or otherwise cost?"

  We offered several plans in 2017 and do offer them today. Pricing varies on each depending on miles and term but for a Honda Certified vehicle, we always recommend the certified wrap coverage due to the fact that Honda has already paid for the powertrain coverage and getting the wrap is the best deal for coverage for term and miles. 

  6. "On my Application for Coverage it states I purchased this coverage for $2000.  The Plan  Code is for 7 years 100,000 miles.  The VSC Retail Date is 12/16/2017, The Vehicle Retail Date is 12/16/2017, and the Vehicle Original Retail Date is 12/16/2017.  Please explain why you are not honoring this Application for Coverage when you charged me for 7/100,000."

  All of the above is correct. Customer purchased the Honda Certified wrap for $2000. The plan code is 7 years or 100,000 miles. The VSC date is correct as is the vehicle retail date. The vehicle original retail date is not 12/16/17 and I do not know why that is printed on the form, could be a printing error, but the contract does clearly explain that the Certified Plan, that was purchased by the customer, will have coverage from original in-service date, when the vehicle was first sold as a new vehicle. 

  7. "Please explain how this contract was not sold to me under false pretenses and/or your dealership taking advantage of me."

  The contract was not sold under false pretenses nor were we trying to take advantage of Ms. ******, we sold her an extended service contract that covered the vehicle for 7 years or 100,000 from 8/14/2014 until 8/12/2021. There are clear explanations, on the back of the service contract application, that does state that the extended service contract does expire when the number of months for the plan term, calculated form the in-service date is reached or if the maximum plan term mileage is reached, whichever occurs first. The meaning of "in-service date" is also defined on the back of the service contract application. In addition, once Honda accepts the extended service application, Honda mails out a complete information packet, to the customer, within a couple of weeks, explaining exactly what they purchased with the terms and expiration information clearly written out so if there are any confusions regarding coverage it can be addressed by the customer immediately. 

  We are sorry that Ms. ****** did not have a clear understanding of her coverage. We provided her with all of the information at the time of sale and Honda also mailed out the information to her within a couple of weeks of the purchase. We can still offer the heavily discounted repair for her 2014 Accord or offer a discounted price on something new or pre-owned by taking her current vehicle as a trade-in. 

  Kind regards,

  Kris ******

  General Manager

  Customer response

  03/25/2022

   I am rejecting this response because:
  I am requesting further explanation from Honda.
  

  1."At the time of my purchase in 2017 for a 2014 car, what did the $2000 cost of the warranty I paid for cover?"

  When the customer purchased the car in 2017, it was sold as a Honda Certified vehicle. All Honda Certified vehicles are sold with a 7 year or 100,000 powertrain warranty for no charge. This powertrain warranty is limited coverage. It only covers the engine, transmission and axles. This is a basic, no charge to the customer, warranty. The $2000 that we charged Ms. ****** was for the Honda Certified wrap service contract. This additional service contract fully covered the car with a limited bumper to bumper warranty, much like the one you would get when you buy a new car. This certified wrap coverage also started when the car was put in service when it was first sold as new, in 2014. So that $2000 charge was for the complete coverage of the rest of the vehicle such as computers, electronics, heating/cooling system and much much more.

  ****** ****** response: I have never heard the term Honda Certified wrap service contract.  The Application for Coverage that I signed and paid for was for the Powertrain 7/100,000 warranty.  No where on this application does it list a Honda Certified Wrap service contract.  Why would I even agree to purchase this wrap warranty from an in-service date of 2014? 

  2."Did I need to purchase a warranty at that time?"

  The additional coverage for the rest of the components was optional but most customers like to get the certified wrap coverage to make sure they have protection from expensive repairs that would not be covered under the powertrain coverage alone.

  ****** ****** Response: Again, I have never heard of this wrap warranty.. I specifically requested a Powertrain Warranty and was sold a Powertrain Warranty at 7/100,000 by your salespeople.  

  3."When would be the best time to purchase an extended warranty?"

  This is completely up to the purchaser but when buying a certified Honda, the certified wrap coverage can only be sold on the same day as the car is being sold. It cannot be purchased on a later date. There are other service contracts that can be purchased later but those plans can cost more since they are not part of the Honda Certified program.

  ****** ****** Response:  I was never provided information regarding other warranties for sell... Including but not limited to a wrap warranty

   

  4. "Does your Honda Dealership sell extended warranties?"

  Yes we do, as mentioned above, we do offer extended service contracts on new and used vehicles.

  ****** ****** Response: I was not provided information regarding any other extended warranty description 

  5. "In 2017 what warranties extended or otherwise cost?"

  We offered several plans in 2017 and do offer them today. Pricing varies on each depending on miles and term but for a Honda Certified vehicle, we always recommend the certified wrap coverage due to the fact that Honda has already paid for the powertrain coverage and getting the wrap is the best deal for coverage for term and miles. 

  ****** ****** Response:  You do not always recommend the certified wrap coverage.  This is the first time I have heard about it. Why wasn't I advised of the Honda warranty of 7/100,000 by your sales rep? 

  6. "On my Application for Coverage it states I purchased this coverage for $2000.  The Plan  Code is for 7 years 100,000 miles.  The VSC Retail Date is 12/16/2017, The Vehicle Retail Date is 12/16/2017, and the Vehicle Original Retail Date is 12/16/2017.  Please explain why you are not honoring this Application for Coverage when you charged me for 7/100,000."

  All of the above is correct. Customer purchased the Honda Certified wrap for $2000. The plan code is 7 years or 100,000 miles. The VSC date is correct as is the vehicle retail date. The vehicle original retail date is not 12/16/17 and I do not know why that is printed on the form, could be a printing error, but the contract does clearly explain that the Certified Plan, that was purchased by the customer, will have coverage from original in-service date, when the vehicle was first sold as a new vehicle.

  ****** ****** Response:  The information listed on the Application for Coverage all lead to my purchase of a 7/100,000 warranty.  Yes, at the bottom it states from the in-service date but verbally I was assured it was for the 7/100,000 by your sales rep.

  7. "Please explain how this contract was not sold to me under false pretenses and/or your dealership taking advantage of me."

  The contract was not sold under false pretenses nor were we trying to take advantage of Ms. ******, we sold her an extended service contract that covered the vehicle for 7 years or 100,000 from 8/14/2014 until 8/12/2021. There are clear explanations, on the back of the service contract application, that does state that the extended service contract does expire when the number of months for the plan term, calculated form the in-service date is reached or if the maximum plan term mileage is reached, whichever occurs first. The meaning of "in-service date" is also defined on the back of the service contract application. In addition, once Honda accepts the extended service application, Honda mails out a complete information packet, to the customer, within a couple of weeks, explaining exactly what they purchased with the terms and expiration information clearly written out so if there are any confusions regarding coverage it can be addressed by the customer immediately.

  ****** ****** Response:  Yes, you sold me a extended service contract, verbally you assured me it was for the full 7/100,000, on the application your dates also coinsides with your verbal assurance.  I did not receive via USPS an information packet.  More than likely due to the fact I was sold this warranty under false pretenses.  

  We are sorry that Ms. ****** did not have a clear understanding of her coverage. We provided her with all of the information at the time of sale and Honda also mailed out the information to her within a couple of weeks of the purchase. We can still offer the heavily discounted repair for her 2014 Accord or offer a discounted price on something new or pre-owned by taking her current vehicle as a trade-in. 

  ****** ****** Response:  I requested/purchased a Powertrain Warranty 7/100,000.  I was never provided information regarding a wrap warranty.  The only information/assurance given to me was I had purchased the Powertrain 7/100,000.  I can't believe your dealership would sell me a warranty when the car still had a warranty that was active.  Where on the Application for Coverage does it state I purchased a wrap warranty. Your sales rep sold me a warranty and I believe you should be responsible to honor this warranty.  Otherwise, I can only assume your sales rep took advantage of my lack of knowledge and your dealership is continuing to take advantage of me... REALLY a wrap warranty?  And I am going to pay for an extended warranty that begins from the in-service date? And this wrap warranty is nowhere on the application for coverage?  

  Kind regards,

  
  

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