ComplaintsforHonda of New Rochelle

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2011 Honda Accord from Honda of New Rochelle on 9/28/2021. I was fully aware that the car had a re-built title, meaning it was totaled(in 2012) and the title states "Rebuilt Salvage". I was offered a warranty on the car and decided to purchase it. The total cost of the warranty was $3,350.00. I discussed the details of the warranty with the agent and there was no mention of the car's rebuilt status which occurred prior to my ownership would have any affect on the warranty.In February of 2022, I reached out to the warranty company to find out what exactly was included in the warranty. I was informed that the car is not covered due to the fact that it was previously "Rebuilt". In other words, there was never a valid warranty or contract due to no consideration. I could never receive any benefit from the warranty I purchased. I've been in contact with Honda corporate, Honda of New Rochelle and the Warranty company(Custom Edge) several times to explain the issue. The warranty company has sent me a cancellation notice of the warranty, but informed me that any reimbursement would need to come from Honda of New Rochelle directly.I have written documentation of all of the above. Thank you for your time.*************************

  Business response

  04/18/2022

  ********************,

  Is correct, and the contract that was sold to him was in fact done in error.  Therefore a 100% reimbursment of the sale price of the extended service contract will be refunded to ********************.  We will be processing a refund today, and the check will be mailed out to the address listed on file within ***** business days.  We apologize for any inconvenience that this may have caused.

  Many Thanks

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

  General Manager

  Customer response

  04/18/2022

  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. Once I receive the full refund as stated in their response, I will consider the matter resolved.

   

  Thank you so much for your help.
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited the Honda of New Rochelle dealership on 10/24/2021 and put a $250 deposit down on a car. The car was not immediately ready for pickup, however, as the dealership had to make a number of repairs and clear the title. By the time the car was ready, I was out of town and not set to return for a few weeks. When I got back in town, I was not able to secure insurance in a timely enough manner for the dealership, so the released the car to another buyer and promised to refund my deposit in full. This was now 11/29/2021. The dealership seemed to initially be making a good faith attempt to refund the deposit, relaying that they only needed me to once again send my debit card information to them so they could place the deposit on the card (note: they should have already had this in their system from when I first **** the deposit). I gave them the card information, and they claimed there was an issue with the card and they had a different one in their system. We went back and forth a few times via email on this; I was sure I had the right information and sent a picture of my card and bank statement proving it. I then got a voicemail from a ******* in the ******************* I returned that call and have emailed seven or eight times since - radio silence. Dealership is not returning my calls or emails and refuses to refund the deposit.

  Business response

  02/28/2022

  To Whom It May ***************** have been in touch with the client on a number of occassions.  The last 4 digits of the card that was used to leave the deposit are different from the card that is being presented for the refund.  If the client would like to come in person we can show them the cards are not matching up.  We can not issue a refund without the matching card being presented either by telephone or in person.

  Sincerely

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

  General Manager

  Customer response

  03/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Hi ***** thank you very much for your reply. I would have been happy to try to resolve this over the phone, but my calls simply went unreturned after I returned ********* voicemail - hence the need to resort to a BBB complaint. After checking carefully many times, I do not have any cards that end with ****, and furthermore, I know exactly which debit card the deposit was drawn from as I have the bank statements to prove it - I have previously sent such proof to the dealership. I would respectfully submit that there must be an error in your system and request that the refund be issued another way (cash, check, etc.).

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  *****

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

  
  

  Business response

  03/03/2022

  I have spoken to ***************, and the refund has been processed using the card number that she provided me with.  I am attaching a copy of the slip.

  Thanks

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

  General Manager

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 07 2021 I took my car to Honda Of New Rochelle to get repair after the car was involved on the *** Hurricane. The car was flooded. My car is an Honda CRV 2018 with 22, 000 miles. They had the car for over 30 days "waiting for parts". After 30 days I received the car worse than what I turned the car in. My insurance paid 6, ****** for the car to be repaired and nothing absolutely nothing was done. The car has a terrible smell of mold coming out that is impossible to breathe inside the car. I was driving in the car and it turned off and I was unable to break or do anything luckily the screen came back on and I was able to pull over and calmed myself down because I thought I was going to have an accident. My **************************************************** the car without using his asthma pump. After, they gave me the car I took the car back to talk to them why it is my car in worse conditions and I was told that they did not know what was wrong with the car. I attached some pictures of the condition of the car when I was picking it up which they think without making proper diagnostics is safe for me and my family to drive. The Car is full of rust. You need 2 hands to turn the steering wheel which every time you do that the car shakes and turn off.

  Business response

  11/22/2021

  To Whom it may concern:

  We have recieved the complaint, and after further review we believe that the issues that the customer experienced are actually with the customers insurance carrier.  The vehicle was involved in the hurricane that we experienced in the area two months ago.  The customers insurance company sent an inspector down to assess the damage and he made the decision to have us attempt at repairing some of the damages in an attempt to avoid having the vehicle declared a total loss.  Looking at the pictures submitted, and reading the clients concerns this vehicle should have been deemed a total loss.  I have since spoken to the client and understand that since picking the vehicle back up the client has spoken to her insurance carrier and the vehicle has been declared a total loss.

  Sincerely

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

  General Manager

  Customer response

  11/22/2021

  Better Business Bureau:
  
  

  The reason why my complaint is not solved is because Honda of New  Rochelle is not taking any responsibility of wrong doing on my behalf. They still think it was okay for me to walk out of the lot with a car that they knew was not safe for me to drive   because of the conditions of the car. My insurance made several attempts to get in contact with them however, they were not successful. Honda of New Rochelle knew the car was not safe for me to drive however, they did not do one single attempt to get in contact with my insurance to fix this issue yet they charged my insurance ***** and gave  me the car worse than what it was. Please Find attached the conversation that I had with ****************** who is the manager at Honda of New Rochelle

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer response

  11/24/2021

  I would like that Honda of New Rochelle to return the money that they charge my insurance for a job that they did not perform and to apologize and admit that they dropped the ball. 

  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. ↩