ComplaintsforLeith Inc

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 15, 2024. I paid Leith Honda $250 for a diagnostic that should have been covered under warranty. I was told by a desk clerk and a service advisor that if the part is the cause for vehicle distress, not only will the warranty cover the part but also the diagnostic fees. After inspection the vehicle part is indeed covered by warranty but they refuse to fix it because and I quote it is broken on the bottom. No one provided information about stipulations on the warranty. Until AFTER the diagnostic was ran. My grievance is the lack of information provided before the service, neither person I spoke to stated that there were stipulations to the warranty. I knew the part was broken due to an inspection at another facility. That is the whole reason I took it to Honda for a FREE warranty replacement. If I knew there were stipulations to the warranty I would not have proceeded because then I would have to pay for the diagnostic out of pocket.

  

  Business response

  06/17/2024

  Customer came in because AC was not working. Their car has 2 warranty extensions. 1: AC compressor shaft seal leak, 2: AC condenser. The advisor told them about the warranty extensions and that if the problem is covered by one of these, there would be no charge, even for the diagnostic. We found that the condenser was damaged, therefore not covered by the warranty. The advisor called the customer and told them about the damage and because of the damage, Honda would not cover it under warranty. This is the case with any warranty coverage. Things are not covered if they are damaged by something but they would cover if it was just a part failure

  Customer response

  06/17/2024

   
  Complaint: 21856180
  
  I am rejecting this response because:

  I was told by the advisor if the part under warranty is the problem, then it will be fixed under warranty. I was not told that damage would disqualify me from the warranty. Saying that is the case with any warranty but failing to disclose that is my entire point. There was no explanation of damage vs failure.

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

  

  Business response

  06/17/2024

  The condenser has impact damage on the bottom of it so the manufacture will not cover that under warranty, we have seen this happen in the past normally form road Debis or a rock hitting it as its located in the front of the vehicle. A manufacture warranty covers defective part not parts that are damaged for example tires are covered for manufacture defects however if you run over a nail and damage tire it's not covered by warranty. The damage done to condenser may be covered by owners vehicle insurance policy

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased car on Feb 29th 2024 at night .They picked out the car for me , i didnt have a chance to pick it out . They had it already ready and pulled up when I got to the dealership . It was scratched inside the vehicle and on the outside of the vehicle . They were ******* me to sign for the car because it was late at night past 9pm . And they was closed, it was just the manager who has you sign the documents for the car and pay and the sales man and me . The manager was ******* me to go ahead and sign the documents. They did not show me how to use the car or how to use the functions on the car . They took of the window sticker off the car , if it even was a window sticker on it . I never saw any window sticker , they was no plastic on the seats or anything . It was only plastic on the screen of the car . And like I said it was scratches on the car . I took it back to the dealership, when I could have someone to come with me that knew about cars . and the dealership were nonchalant about the issues and what happen and didnt care.I never got to choose the car I wanted or to look at it . They selected the car that they wanted me to have . I was under the impression that I was purchasing a new car with no miles on it . Which means no scratches of any sort . I have been asking for my window sticker to my vehicle for months now and they still refuse to give it to me . And I told them about the scratches and they laughed in my face and told me to take accountability. And then other salesman told me it was spiderweb scratches and it could be buffed out . All they cared about was taking my money and after that have not tried to help me or offer anything in no way since . I was also told that those scratches on the outside was from people getting inside the car to test drive it .

  

  Business response

  05/28/2024

  The customer, ***********************, is from *********. The salesperson communicated wtih Rayana showing here pictures of the exact car that she bought with photos and facetime. Her mother even said that there was a scratch on the car from looking at a photo. The salesman checked and there was not a scratch. It was a reflection on the photo and he told ****** that. ****** was supposed to be brought to the dealership by her mother. The mother couldn't make it, so the salesperson drove to *********, about 1 hour, to pick her up and bring her here. When they got here, ****** went straight to the car and looked it over carefully. The salesman even pointed out where the mother said there was a scratch to prove that there wasn't one. When they were done with the paperwork in the business office, the salesman went over the car with her. ****** was nervous about driving in the dark so it was worked out that the salesman would drive half way to ********* with ****** following him to a place that her mother agreed to meet them. When they got there, the salesman went over the car again with her while waiting for the mother to show up. Then he learned that the mother backed out of meeting her. The salesman asked if she was ok to drive the rest of the way home and she said that she was. ****** took delivery on Feb 29th. She brought up that the car had scratches underneath each door handle in early May, over 2 months later. This is very typical of normal use and we are not responsible for repairing this.I feel that we went above and beyond to provide exceptional customer service and I don't feel that we owe the customer anything.

  Sincerely, 

  *********************

  GM Leith Honda

  Customer response

  05/29/2024

   
  Complaint: 21759821
  
  I am rejecting this response because:
  
  They lied I did not look over the car carefully , all he did was show me the dent that my mother thought she saw on the side of the car in the photo. He turned on a flashlight on his phone and showed me it was no dent, which I did not see a dent . And then we went inside , that is all the salesman showed me . The salesmen did not show me anything about the car while we were there . When he took me to the drop off location he was gonna drive off and I asked him how do I move the mirrors and turn on the bright lights and he showed me that and that was it . Nothing else was showed to me about the car at all.
  
  We did not FaceTime either , he didnt FaceTime my mother either . He sent a video of the inside of a car and the outside of a car and that was it . You owe me my window sticker off my car nobody told you guys to take that off.  There is no need to lie about things that didnt happen .Pull up the cameras  and youll see if I so called looked over the car carefully . How can you look over a car carefully if its dark anyways .  Youre addressing everything else but what I said . Why did he pick out my car and not let me pick out my own of which one I wanted .  
  
  
  They also told me they was gonna deliver the car to me . Not that I had to go up there , if you gonna tell things thats irrelevant to the issues and my concerns you need to tell everything . 
  I was already at the Honda dealership in ********* , which the salesman chose to say I was being scammed by the Goldsboro dealership and that he had a black car , red car , blue car and 2 silver Honda civic sports . 
  Then after telling me he had a black car he changed it and said he didnt have black and couldnt get a black car , that he had the other colors available. 
  
  
  He came to ********* because he wanted the sell . He never told me no car was getting cleaned up , my mother told him to let me pick out the color that I wanted when I got there. Which he agreed to let me do , but he did not , he already had the silver car pulled up when I got there.  And my mother didnt back out . He Should have never took my window sticker out my car . Him sending us a video of a car ,which I still have the video doesnt mean he gave me the same car . We have no way to tell if its the same car because he  selected what he wanted me to have. Im just going to go to the news since lies are being told . I have no problem owning up to my mistakes , you guys need to own up to yours . But you wont because you dont care as long you got your money and commission . I went to you guys serval times concerning my window sticker and didnt get it . 
  
  
  When I came with my family member that knew about cars to help me address my issues , the salesman was dismissing what my family member was saying and got confrontational . 
  
  
  And ********************* if youre the financial manager that I had you were not there to even know what transpired between me and him and you do not know what happened and you are going off what he told you.
  
  
  He lied about sending my window sticker to my address. He also lied about what the original price  of the car was gonna be and changed the price and said he couldnt do it . They promise you things and then dont follow through , it all be a lie just to get a sale.  The salesman was also telling me what to say to the financial manager. They both rushed me and that is no way to do business . The salesman rushed me into buying a car saying that the sale was gonna end Feb 29th and I did not even get no sale .  He kept saying that night was the last day of the sale. The salesman even took it upon himself to talk to my insurance company and messed that up . All so that he could sale me this car . 
  
  
  
  Buyers beware , they are unprofessional , rude and are liars . Do not go alone to a dealership as a woman and first time buyer because they will scam you . Do not go to this dealership at night or at all 
  
  The only mistake I made was not listening to my mother about waiting to purchase the car from you guys . And trusting you guys to treat me right as a first time buyer. I was excited to buy my first car and you guys took advantage of that .  I want my issues resolved , or I will be contacting the news about this issue.
  
  
  

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

  

  Business response

  05/29/2024

  I stand by everything that I said before. If ************** wasn't happy with the car, she did not have to buy the car. I forgot to mention that we had ordered another window sticker for her and mailed it to *********************************************************

  We will get another one and send it certified mail with signature required

  Customer response

  05/31/2024

   
  Complaint: 21759821
  
  I am rejecting this response because:
   You see they didnt address nothing I said because they know they wrong and they did it .  But everyone will know about it .  
  

  and I have not received no window sticker.  Its been 3 months the first time I asked for the window sticker and then I kept asking about it and now its been over a month and havent received it 

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

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2022 e-tron GT has been under warranty repair at ************* for more than 7 months. They have tried and failed to repair the car once. The service manager admits that they are incapable of performing the repair. They are doing nothing but holding onto my broken car.

  

  Business response

  04/23/2024

  
  When ***************** 2022 Audi E-tron GT came to our shop, we were unable to duplicate ****************** concerns. We kept the car for 2 months but were unable to duplicate his concerns. ************** picked up his car, drove it for a few days and was able to show us his concerns. After additional attempts, we were finally able to duplicate his concerns.
  
  We asked and waited for technical support and advice from Audi of America to assist in the repair. We ordered parts from ***************, waited for those parts to arrive and those parts did not fix the car. We re-ordered the necessary parts and waited for the parts to arrive.
  
  The ****************** Rep was at our dealership on 3/22 to assist with the repair. As of 3/22, ***************** car has been repaired and will be ready to be picked up by Friday 3/26.
  
  I spoke with ************* on 3/22 and he had been updated by his Service Advisor. I apologized for the lengthy repair on his Audi E-tron GT and told ************* that his car should be ready for pick up on Friday 3/26.
  
  
  Sincerely
  
  *****************
  Audi ****
  General Manager 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought not one, but two vehicles from Leith Honda in August of 2023. I bought a 2023 Honda Accord and I bought a 2020 *** Canyon Denali. Just 4 days later both camshafts went out on the 2020 *** Canyon. We called Leith Honda and they stated since it was a Used vehicle they were not responsible for anything. So, we spoke to Leith ******* where the truck had been towed into the *** dealership and we were told the parts to repair this vehicle were on National backorder. They actually helped us, instead of just dimissing us, and we were able to get a new vehicle, trading in the 2020 Canyon Denali that we had only a few days.They suggested that I go by and fill out a warranty reimbursement from the Leith Honda location, which I did, see attached, back in September of 2023.Since then I have called in, resubmitted, and emailed this in December and January, and now it is February. No one has called me back. No one has contacted me via email. I have not been reimbursed. 6 months is ample time to process my refund of $4100. I am not pleased with this transaction or the time it has taken to rectify this situation. I have bought probably 5 or 6 vehicles from Leith and have never had this much trouble getting a simple reimbursement. I LOST $7000 of money on the trade, even though I had the vehicle only 4 days and through no fault of my own. I should have been given full market value that I paid for the vehicle! They assured me I would get a full refund for the warranty, which helped slightly. That was 6 months ago. I am out $11,000, in just four days. Look at my last email 02/15/20254 which I cc'd every single person at the Leith Honda dealership. Not one single response.

  

  Business response

  03/20/2024

  We never came in to sign a cancelation form which we need to cancel the warranty. We are getting them to sign one now and will start the process to cancel the warranty 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  February 15, 2024 Leith Honda worked on my car replacing a fuel injector and spark plugs after I broke down while out of town for work. Previously, my vehicle was worked on, on February 12th and had all the sparks plugs replaced by my mechanic back home. So I requested a copy of the diagnostic test to show my mechanic back home, which I asked multiple employees for and they were unable to provide this to me. I was told they could not print a diagnostic test. I had also received text updates from the dealership stating that I would receive a copy of the multi point inspection and they would also send me a video inspection. I failed to receive either one of these. After being contacted by management, I was told the technician did not complete a multi point inspection and he was not sure why this wasnt done, and he would speak with the employee. I was also told I would receive a survey about my experience in my email which I still havent received after asking multiple times. My desired resolution would be a print out of my diagnostic report since they didnt complete a multi point inspection or video.

  

  Business response

  03/01/2024

  ************* had already had her car to her mechanic, not sure if it was for a misfire, but he had evidently replaced her spark plugs. She was traveling near us when her car broke down. (the first two sentences of her BBB complaint may be mistakenly interpreted that we worked on her car and THEN it broke down out of town when the opposite is true).

  When we looked at her car, we found a misfiring condition. We performed an A/F test (as stated on her repair order) . The A/F test checks for Air/Fuel ratio. Hers failed, which told us she had a failed injector. We advised her and the cost to repair and it was approved.

  Injectors are only available to us in sets of 4 for that model as it is a not-uncommon repair. There is no difference in labor to replace all four. So we replaced all four injectors.

  When an injector is bad, it drips fuel into the cylinder rather than "misting" a vapor. Fuel drops will not burn nor will they ignite in the cylinder, thus fouling out a spark plug. If we had repaired the failed injector but left fouled plugs in the car, misfires can still happen, a proper repair is to replace the plugs.

  I first spoke to ************** after she picked her car up as she was requesting a print out of our diagnostic log. I advised her, as had the advisor before me, we do not print a diagnostic log. Never have. What she is requesting does not exist. The only record of a diagnostic procedure are the technician comments on the repair order. The comments on her copy of the repair order include the fault code, the test that was run, and the remedy that repaired her vehicle. 

  I asked ************** if her car was repaired and she acknowledged she was not having the issue any longer, but wanted to report things back to her personal technician. So it is my understanding this is NOT about a vehicle not being repaired properly.

  With regards to a Multi Point Inspection, it is the common practice for us to do so. It is unfortunate that ************** did not perform one on this vehicle. I do not know the circumstances that stopped him from providing one. However, the *** has NOTHING to do with diagnostics, but moreover and general visual check of the car for things like tread depth, brake pad thickness, checking for leaks, and light bulbs. We track these things and are right at 80% getting them done. There is no charge for an ***. I am certainly willing to perform one if she would like us to. If she will be in the area, just let me know. I'll get it done.

  With regards to surveys, we do not send them from the dealership. They are sent from the manufacturer. We do not have any control over them being sent.

   

   

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello Yes so my name is ************************* I'm 19yrs old and this problem I guess we could say started October of 2023 when I was afforded the grand opportunity to buy my first car on my own as you can imagine I was thrilled with excitement but I didn't know the nightmare that was about to be brought into my life by them so the exact model car was a (2015 ********** Golf TSI S) had around 65k miles at time of purchase after fees and taxes paid around 16000$ put half down so 8000$ precisely one month into owning the car the transmission failed and of course Leith said it was outside company warranty so a new one was going to be around 7000$ decided to get it fixed paid the money took around a month and a half for them to fix only to get the car back and them mention to me "hey we found out it wasn't the transmission that was bad at all rather a bad wire" so essentially I paid the 7000$ for nothing and then found out the wire to fix would be around a few hundred dollars but never the less took the car off and I cannot make this up exactly a week later the car breaks down on my way home from work with yet another transmission fault Leith then tells me for another new one it would be another 7000$ or I could trade the car in for its current condition and get a brand new one only problem is they offered me 1000$ trade in value I mean what in the world. incredibly disappointed now 2-3 months no car and they have not offered any other solutions I'm at my **** end and losing ************ the money I've poured into this car. took me around 3years of saving from working since I was 16. this situation needs to be made right.

  

  Business response

  03/01/2024

  After speaking with the client this matter has been resolved and ****************** has assured me that he wants to rescind his complaint.

   

   

  Customer response

  03/05/2024

   
  Complaint: 21255984
  
  I am rejecting this response because:
  This man has had no contact with me whatsoever he has not reached out he has not talked to me personally and I most definitely did not assure him that I am a satisfied customer and for that reason I am rejecting the response he has completely lied on the basis that I have assured him Im satisfied completely unprofessional and disappointing and thats aside from the fact that hes claiming that he talked with me and claiming that I told him I would like the ticket/complaint closed. 
  *********************.
  
  *************************

  

  Business response

  04/02/2024

  Service Manager spoke with customer, detailed the points of his complaint, looked at the records, and agreed on an internal resolution.  Customer has agreed that he is satisfied with the result and no longer has a complaint with Leith ********** of Raleigh. Customer also has general manager's number in the event of anything further to contact directly. 

  Customer response

  04/02/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Leith performed a diagnostic service on my vehicle for $216.71. The service was incompetent as Leith stated I needed a $3,324 repair due to a major oil leak. There was no oil leak. The repair estimate Leith provided was for $6,426.90. Another Jeep dealership in Wilson, NC quoted $4,195.11 for the same repairs with vehicle sight unseen. The repairs necessary were completed for $915.00. I have reached out to the Leith Jeep service director and general manager and neither have responded to my respectful emails to refund my account for improperly diagnosing an issue that did not exist and that they were proepared to charge over $3,000 to "repair".

  

  Business response

  01/22/2024

  A repair order was opened for *** ********** 2017 Jeep Grand Cherokee on December 26th at Leith Chrysler Jeep.  The customer said the vehicle was leaking coolant and asked to have it checked and advise him of the results.  An offer was made to diagnose the vehicle and a signed authorization was provided.  Authorization was also given to perform an open safety recall to reprogram the powertrain control module.  
  
  The diagnostic service was performed and the results were communicated to Mr. *********  A second offer was also made to him, to make the repairs identified from the diagnostic service, along with recommended maintenance needs.  This offer included a quote for the recommended parts and services as performed by Leith Chrysler Jeep.
  
  As a result of the diagnostic, the recommended work to address Mr. ********** initial concerns about the coolant leak were to replace the water pump, thermostat, a new belt and a coolant flush ($1574.11).  This was the required work to fix the vehicle using original equipment parts warrantied by the manufacture. Upon doing a complete inspection the following optional work was noted .....an oil leak was discovered as a result of the diagnostic service and fixing the oil leak around the front timing cover and damage to the motor mounts was quoted ($3,324.75).  Maintenance items recommended were a tune up, 4x4 service, 30k service, cabin filter and oil change ($1,528.04).  The total amount quoted for Leith Chrysler Jeep to perform all quoted services was $6,426.90.
  
  Mr. ******** then chose to take the results of the diagnostic service Leith Chrysler Jeep performed for him and get other estimates from at least three other repair locations, *****'s Tires, Quality Tire Alignment & Brake Service and *** Jeep in Wilson.  The quotes are not apples to apples quotes to the one provided by Leith Chrysler Jeep, as at least one includes using aftermarket parts, and the quotes include some, but not all of the recommended services and parts as provided in the repair offer made by Leith Chrysler Jeep.  Per *** ********** own admission and communication, the results of the diagnostic service we completed for him were used to provide information to obtain these additional quotes, as the quotes were provided "vehicle unseen."
  
  Attempts were made to contact Mr. ******** by phone after he expressed his dissatisfaction with the repair quote.  We wanted him to bring in the vehicle so we could show him together where the oil leak was even though we did send him a video of it.  However the calls were never returned and we did not hear from him prior to or after his filing this complaint.
  
  Leith Chrysler Jeep performed the diagnostic service as requested and authorized.  The results were communicated to *** ******** and this information was used to obtain quotes for repairs form other shops without them having to diagnose it again.  As the service was performed and completed, no refund will be issued.

  Customer response

  01/23/2024

  The quote from *** Jeep in Wilson, NC was "apples to apples" as Leith characterizes it in their response.  I sent the exact quote Leith Jeep provided to *** Jeep in Wilson and they provided a quote that was approximately $2,000 less than the quote provided by Leith.  They didn't need to see the vehicle to quote the same repairs - leith makes an issue out of this non-Issue.  Furthermore, as I stated from the outset there was NO oil leak as Leith had misdiagnosed this issue with either reckless incompetence or with full knowledge that the diagnosis was incorrect in order to perform $3,300 worth of unnecessary repairs.  Most people will not question a dealership quote and the dealership uses this to manipulate quotes and customers which is the case here.  Per the attached emails I sent to Leith dated January 4, 2024 and January 14,2024 to the service manager, **** ******y and General manager **** ******** no attempts were made to contact me contrary to their dishonest claims in their response to the BBB.   *** ******* was very pleasant at the beginning and completely ignored me once I sent him the attached email.  He got caught trying to abuse the situation and rather than handling it respectfully he make false statements about attempting to contact.  My proof of contact is attached.  

  

  Business response

  01/27/2024

  Nothing further to add.

  Customer response

  01/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Leith is not adding anything to their prior response because they were caught making false statements that they had attempted to contact me numerous times.  They do not want to be caught making additional false statements.  They ignored my attempts to resolve the matter per the emails I submitted to Leith and then to the BBB as documentation that they had made no effort to contact me.  The last attempt Leith made to get in touch with me was December 28, 2023 via email from **** *******, service manager when they provided the outrageous and misdiagnosed quote. This correspondence is on the email thread I provided to the BBB.  This complaint needs to be made public to keep Leith in check from lying about their interactions with customers when this customer actually has documentation that Leith cannot refute.  Moreover, they falsely alleged I had an oil leak and stated this was an "immediate need" per the statement I provided not an "option" as thye characterized in their initial response to the BBB.  Accordingly, they have no further response.  

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

  

  Business response

  01/30/2024

  At 12:40PM on December 26th 2023 a repair order was opened at Leith Chrysler Jeep for ******* ******** **** ***** ****** ** *** ******* **  ****** for a 2017 Jeep Grand Cherokee ******************* by service advisor **** *******.  A diagnostic service was authorized by the customer.  The diagnostic service was performed and the results were provided to Mr. ********.  We know this because we have the documented repair order, the signed authorization and Mr. ********'s communications about his opinion of the results of the diagnostic.  We also have *** ********** communications about his use of the results of the diagnostic we performed, to obtain additional quotes for repairs from various third parties.  These facts tell us the diagnostic service was authorized and performed, so compensation is due.  As already stated, no refund for the diagnostic service will be issued.
  

  Customer response

  01/31/2024

  
  Complaint: ********
  
  I am rejecting this response because recently Leith had an opportunity to reply to my earlier response.  Leith, that is **** *******, service manager advised that Leith had no further response.  Now Leith responds and further attempts to manipulate and deflect in this process.  It is very telling that Mr. ******* did not address my accusations that contrary to their claims Leith made NO effort to contact once I received the email from Mr. ******* dated January 28, 2023 and previously submitted to the BBB.  Conversely, I provided documented correspondence to Leith (to BBB) regarding my efforts to resolve the matter.  My two documented attempts were ignored by Leith.  ******* lied to the BBB regarding attempts to resolve the matter with me and lied that I failed to respond.  ******* exemplifies the car dealer stereotype of being a bit slimy and his knowingly and purposefully false submissions to the BBB support that characterization.  I believe the misdiagnosis for which I demand credit was intentional and Leith had every expectation that I would not question their $3,400 repair misdiagnosis since my vehicle was inoperable at their dealership having broken down only a block or so away with my girlfriend driving my vehicle.  Meanwhile, I live 45 miles away in Wilson, NC.  I fully believe that ******* works off some sort of commission basis and this is likely a common practice at Leith and I imagine the BBB has seen a fair number of these types of complaints against Leith.  Again, Leith misdiagnosed an issue with my vehicle - "a major oil leak" as they described it that required "immediate attention."  There was NO oil leak, much less a major oil leak as they described it.  What a sham ******* tried on me and likely many others where he is actually successful in scamming folks who trust the Leith brand.  Fortunately the BBB can publicize my experience so the public is better informed about what may happen if Leith diagnoses their vehicle.

  BBB, thank you for this opportunity and this forum
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since June of 2023, Leith Honda has been sending me emails to buy back my leased vehicle. Finally, on Nov. 28, 2023, I decided to sell it back. I was given a trade in price of $25,375 for my CRV Hybrid. Although this was 2k less from what ******* would pay, I did not have any other choice but sell it back to the dealer. I have settled the documents for the sale and surrendered the car right then and then. Since there is balance of $23,374.74 with Honda Financial, I was advised that I will be issued a check of $2,000.26 by mail. I was also advised that don't have to pay the lease amount for that month since I have already sold back the car to them. A week after, I checked with the agent when to expect the payment and I was told within 10 days. Two weeks had passed and there does not seem to be any developments. I called Honda Financials and my account is still active, I still owe them the lease for the month, and nothing seem to have been submitted by the dealer to close the account. I followed up again today at 8am and only got a call from the manager at past 4pm, only to tell me that she does not have any answers as of yet because the person in charge in corporate has already left and since this manager (who called) will be off tomorrow, to expect the next follow up on Wednesday. For 2 long weeks, and the whole day today to do the follow up with corporate, I still don't have a decent answer. I am asked to wait 2 more days with no guarantee on the resolution of this issue. There are several other managers who can take care of the issue, why would you ask a customer to wait again when this case should be treated with urgency. In any sale, the payment should be given once goods have been given. I should not be asked to wait much longer especially for a 2k pay out that the dealership can easily cover. I am clearly being given excuses, for a 25k valued car I have already handed off, it is but fair I am given the full settlement as promised with no further delay.

  

  Business response

  12/13/2023

  We will be sending the customer their money today. We normally do not send customers their money until we receive the title, but we are going to send the money today with out the title. 

  Customer response

  12/27/2023

   
  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.
  
  Sincerely,
  
  Rie *******

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife and I purchased a vehicle from Leith Jaguar Land Rover of **** at the end of December 22. Part of the deal and written in the "We Owe" was a replacement part estimated to cost $800-$1000 that the dealership agreed to pay for. Around 16 January 23 I went too a local **** dealership to order the part and found out it cost $2350. On 17 January I sent an email to our salesman ***** with the order invoice from **** and asked what they can do. He emailed back there next day saying the best they can do is give us $1000. I responded saying that's not going to work, the we owe didn't have the correct part number nor price and it was their dealership who looked up the wrong part. Several texts went back and forth over the next 2 months with no resolution.I emailed the general manager ***** on 11 April about the issue. He promptly replied and promised to resolve the issue. A follow-up email was sent on 22 April and ***** said he personally signed a check for us and it should be in the mail. The check was never received, I emailed again a few weeks later to verify it was sent and tell him our mailing address was not the same as where the vehicle was registered; even though the dealership had the mailing address from the sales paperwork. I never heard back after my last email sent on 29 May.

  

  Business response

  08/29/2023

  I spoke with **************** on 04/18/2023 after he was unable to come to an agreement with the Sales Manager. He requested that I reimburse him $1,000 which I kindly obliged. We sent him a check that day to his address on file which is in **********. Due to ******************** military status he was currently stationed in ************, ** and not **********. He reached out several times to me and I let him know that we had sent the check out via **** the day we spoke. I never did receive his email on May 29th that he hadn't received the check. For some reason it had gone to my spam account. I never heard from him again until I received this complaint. I immediately contacted **************** and apologized for the inconvenience. I also agreed to pay the $2,350 and put this situation behind us. I emailed **************** today to let him know that I have sent him two checks via ***** (Tracking #************) and they should be deliver tomorrow to him at *************** ************, ** 28312. 

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new **** Dodge Challenger Hellcat Jailbreak from Leith at 06/29/2023 I left the dealership with the new car around 1:30pm and headed back home what is a 3.5 hours drive.On my way home I heard a rattling noise that came out of the back from the car and decided to check whats making this annoying noise later at home.The next morning I opened the brand new car and went into the back to check whats going on. After I tilted the back rest from the drivers seat I realized that there is a stain and a little tear in the cushion from the back seat. Looks like there was a sticker that someone pulled up and made the damage to leather surface.I announced it immediately to the salesman and had send him pictures.He told me that they take care of it.3 weeks later I have been in the shop from Leith due to other issues with the car and during this visit they told me that they refuse any responsibility for that damage to the seat and putting the blame on me.Thats not acceptable for me and I still request a new seat cover or a reasonable sum for compensation.

  

  Business response

  07/31/2023

  My name is ***************************** and I am the general manager of Leith Chrysler ************** in ***********************.  I have gathered several facts from our management team which are outlined below.

   

  ******************** vehicle, a 2023 Dodge Challenger SRT Hellcat (VIN *****************) was purchased from our dealership on June 29th, 2023.  This type of car is a rare automobile for us so when we get one from the manufacturer, we store it in our new car showroom so it can be on display for customers to see.  After **************** purchased the Challenger from **, he contacted us about a couple of things he wanted the dealership to look at.  We advised the customer to take it to a local ********************** ************** store in **************  closer to his home. It appears he did that because when he brought it to us, we could see in the ************** warranty system that the dealer in ************** submitted a warranty claim on the seat issue and was subsequently denied coverage. The customer actually told our service advisor that the ************** dealer was responding like we were; mainly the seat was not covered by warranty. 

  The vehicle was dropped off here at our store on July 24th and picked up by the customer on July 25th.  While here, we sent digital images of the seat to Dodge to see if the manufacturer would cover the claim. We wanted to ensure the warranty claim from the dealer from SC was valid.  The response from Dodge is below:

  "Based on the image of the affected area, this concern appears to have been caused by an outside influence that is not a covered warranty claim as a manufacturing or labor-related issue. "

  When we followed up with the customer, he said he didn't notice the damage until after he got the car back from having the windows tinted. After leaving our service department with the car on 7/25, customer stopped outside of our showroom and one of our sales managers went outside to speak with him. On the way to the car, our manager saw the customer hastily pull out of our driveway and leave.
  

  
  

  

  Business response

  07/31/2023

  Since this type of automobile is so rare, we keep it in the showroom until it is sold.  We show it to customers who have questions by opening up the doors and showing them the car.  Once it is sold, out detail team will clean the car one final time. Several people would have seen the deformity in the back seat if it was there when the car was sold to the customer.

  Thanks,

  *****

   

  Customer response

  08/01/2023

   
  Complaint: 20389974
  
  I am rejecting this response because:
  The defect was in the seat when I looked first time in the back from my new car the day after I bought it. Probably happened during the last cleaning .

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

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