ComplaintsforCurtiss-Ryan Honda

• Initial Complaint

  08/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  April 5, 2024 i placed a $500 deposit on a new Honda *** *** ****** and was given a trade-in value of $26,000. for my 2020 Honda ***. The serviceman verbally noted the excellent condition of the car: low mileage, 4 reasonably new tires, excellent body condition and maintenance according to factory schedule. Delivery date of the new car was uncertain and I was told that my car might have to be re-valued. I took delivery of the new vehicle on July 21` and was informed my *** was now worth only $24,000 even tho the only change was approx 2000 additional miles. When I questioned the decrease the mgr cited "the market" and *** value. Some accomodation was made: an additional $500 was added to the trade-in value but no further negotiation was considered.. When asked what would make the sale more acceptable. I suggested car mats be added and was told no. In retrospect I should have canceled the purchase. My complaint is this: the management's business practices are reminiscent of bait and switch practices. They initially gave me a high trade-in value, took my deposit and then devalued my car. Other dealerships still contact me with offers of 110% of the value of my vehicle due to high demand. I feel the original price should have been honored or minimally decreased by $500- in good faith I was careful to maintain the vehicle in the same condition Curtiss-Ryan viewed it.

  Business response

  08/07/2023

  Ms. ***** purchased a 2023 Honda *** ****** *** ***** ***** vehicle from Curtiss Ryan Honda on April 5, 2023.  She paid a $500 deposit on that date in order to place an order for the vehicle because the availability of that model was, and continues to be in short supply with great demand.  We still do NOT have any ***'s that we can sell from stock. All are sold by taking orders from customers and waiting for the vehicle to be built and shipped to the dealership.  This process takes months before the vehicle actually shows up at our dealership for delivery to the designated customer.  When any of our customers have a trade-in, we do an actual appraisal on the vehicle in order to establish a trade-in value.  However, the trade-in value is good for 30 days and then the vehicle must be re-appraised.  All of our customers are aware of this process.  The Trade-in value of Ms. ******* trade-in vehicle dropped between April 5, 2023 and the date that she took delivery of her 2024 (not 2023) Honda *** on July 21, 2023.  It is not unusual for a vehicle to lose value after three and a half months. 

  On August 4, 2023 we received a letter from Ms. ***** expressing her concern about the value of her trade-in similar to this complaint sent to BBB.  At 3:20pm I called Ms. ***** to discuss the concern but had to leave a message.  At 5:20pm on the same day, Ms. ***** called me back and we discussed the concern in much detail.  During the conversation, I stated that we appreciated the fact that she purchased the vehicle from us and that we wanted to retain her as a customer.  I then asked her what we could do for her in order to make her feel better.  I was trying to help.  Ms. ******* answer to me was "Nothing"..  I tried to help and she stated she wanted "nothing".  She then thanked me for calling her and said goodbye.  

  Customer response

  08/14/2023

  I did receive a call expressing concern  regarding my letter. What I received was an apology for the circumstances surrounding the purchase. I asked if Curtiss Ryan was prepared to offer any resolution for the issue and was told the answer was no. I thanked him for the call and terminated the call.

  Business response

  08/14/2023

  Again, during my August 4, 2023 phone conversation with Ms. ***** I asked her what we could do for her in order to make her feel better.  I was trying to help.  Ms. ******* answer to me was "Nothing".  I tried to help and she stated she wanted "nothing".  She then thanked me for calling her and said goodbye.  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Oct,31,2022 I was told my Oil Change and Winterizing my car would be Onethousand Dollars. I went to get my Car it sat there for three hours no one working on it then I seen the mechanic take the filter out and spray it then shake it and put it back in. I was charged 1875.11$ 1169.61 for Labor 593.54$ for Oil,Oil Filter , Air filter and Brake Fluid. In looking under my hood, There was Oil all over the back of my engine, sticks leaves a pile of dirt with a Filter placed on top. There was no tag on my windshield to tell me the next oil change and my computer still read 40% life of Oil as it was when I drove in.I called the Service Manager he said he would review the camera and get back to me. He offered me free Brakes and rotors after reviewing tape. I do not trust them to do my Brakes and I am asking for a refund! I went to another garage they cleaned most of the Oil off the engine I have statement also from themStating back side of engine had heavy film of oil,also drips of oil on engine.Etc I am asking for a full Refund!

  Business response

  11/09/2022

  On October 31, 2022 the customer brought her 2016 ***** ***** to our service department for maintenance.  The following approved maintenance items were performed: 1) Oil and Filter change including a Multi Point vehicle Inspection, 2) Tire Rotation, 3) Coolant System Flush, 4) Removed and replaced all four spark plugs, 5) Adjusted valves and replaced gasket, 6) replaced engine air filter and cabin air filter, 7)transmission fluid service, 8) fuel injection system cleaning service, 9) A/C system cleaning service.  Customer was given a complimentary loaner vehicle to drive during the many hours that it took for the technician to complete the maintenance repairs to this vehicle. All the approved work was performed on this vehicle.

  Unfortunately, our Service Advisor did NOT reset the "Maintenance Minder" reminder system back to 100% as is required with each oil and filter change and he did NOT affix the reminder sticker on the inside of the windshield.  In addition, the technician should have cleaned the area on the engine where the Engine Air Filter was replaced, but he did NOT.  Also, the "heavy film of oil" that is described in the complaint is, in fact the cleaner/degreaser product that was used by the technician when replacing the valve cover gasket.  We apologize for these concerns. 

  Our Service Manager spoke to the customer and offered to replace her front brakes at no charge due to her inconvenience.  This is a $500.00 value.  Instead, the customer chose to refrain from bringing the vehicle back to us for the repairs.  So, as a Goodwill gesture and in an effort to hopefully retain the customer for future business, Curtiss Ryan Honda offers a refund of $500.00 (five hundred dollars) to the customer relative to the maintenance performed on October 31, 2022 on Repair Order # ******.   Tell us why here...

*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. ↩