ComplaintsforAirport Honda

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 9/22/23 I met with **** (sales) at Airport Honda (AH) & asked for an out-the-door price on a car he told us AH was having built. He didn’t provide the price at that time, and actually, never provided an out-the-door price. We put $3,000 down via Visa. **** never told us the deposit was non-refundable. He asked us for our SSNs while preparing paperwork. I asked him why he needed our SSNs and he said they were needed to buy a car in TN. I noticed there was no VIN or Stock Number, or “To be delivered on or about date” on the contract. I asked about the high price & was told there was a 15% upcharge from the MSRP because of high demand, and shortage of cars. He said the upcharge was a common practice amongst all dealerships. When we arrived home, I found there was a plentiful supply of the CR-Vs in stock on dealership lots, the 15% upcharge was not a common practice, and SSNs are not required for car purchases in TN. At 9 am the next morning, when Airport Honda opened, I contacted **** and told him I wanted to cancel the contract and get a refund of my deposit. He told me that TN had a “No cooling off law” and that the contract was binding and my deposit was non-refundable. I told him I wasn’t familiar with TN law, but in KY (where I originally was from) there was a 3 day cancellation law. He then told me we weren’t in KY. I texted him a copy of TN Code 47-18-5520 (Cancellation of an Agreement) @ 9:51 am and also sent a text message to him at 9:53 am that said “Cancel our contract we signed yesterday. The deposit charge has been disputed.” I took the matter up with managers & requested three things. 1. Airport Honda acknowledge that my wife and I no longer had an agreement/contract with them. 2. The $3,000 deposit be returned. 3. Any copies of files containing our SSNs be destroyed. They have not advised the contract has been voided. They would not refund my deposit, and gave me no assurance records would be destroyed.

  

  Business response

  01/19/2024

  The ******** were well aware this was a non refundable deposit for an ordered vehicle.

  We don't have VIN#s until the vehicle are built and can't supply one until then. We couldn't produce a delivery date because of production and they were aware of that also.

  We had no additional terms for the back at this point.

  We furnished the price of the vehicle, they know that was plus taxes and tags only.

  INBOUND means they are buying from our on order inventory not stock.

  This is a legal sale and we didn't do anything wrong and kept our end.

  I can provide the signed buyers order if needed.

  Customer response

  01/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Neither my wife nor I were advised by the salesperson the deposit was non-refundable. I have attached a copy of the Buyer’s order.  Before signing the order, I observed where the deposit was listed in the lower right corner of the order but did not observe where it was listed above (outside of the amount column) as a $3000 partial payment non-refundable.  I would not have signed the agreement if I’d known the deposit was non-refundable. 

  I am quite certain Airport Honda had a purchase order number from the Honda factory or some other identifier for a car they had already ordered Honda to build. Their website often lists vehicles ordered from the factory as “coming soon” along with their stock numbers. If, on the agreement they actually say the vehicle is INBOUND, they should at least have had an estimate on when the vehicle would come in, yet they don’t list a “to be delivered on or about date”.  They have received several vehicles matching the description on the Buyer’s Order after the order was signed and have sold them as they came in.  Airport Honda has continually refused to say the contract was cancelled; however, I have never received any notification from Airport Honda that the INBOUND vehicle they say I ordered has come in.  Without a VIN or other identifying number, Airport Honda could sell vehicles matching the description on the Buyer’s Order as they came in without honoring our contract.

  2021 Tennessee Code, Title 47 Commercial Instruments and Transactions, Chapter 18 Consumer Protection, Part 55 Uniform Debt-Management Services Act, TN47-18-5519. Form and Contents of Agreement states an agreement MUST:
  1. “be dated and signed by the provider and the individual” (the buyer’s order was neither dated by the provider or the individual),
  disclose “the amount, or method of determining the amount, of all fees, individually itemized, to be paid by the individual” (the amount of all fees to be paid by the individual were not itemized),
  2. “provide that; the Individual has a right to terminate the agreement at any time, without penalty or obligation, by giving the provider written or electronic notice. (at the bottom of the buyer’s order it states “Purchaser agrees that the Order on the face and reverse side hereof and any attachments hereto include all the terms and conditions”).  We were not furnished the reverse side of the buyer’s order.  
  3. state “The provider will refund all unexpended money that the provider or its agent has received from or on behalf of the individual for the reduction or satisfaction of the individual’s debt.”  Airport Honda has refused to honor the agreement or refund the $3,000 deposit.

  4. state “An agreement may not; Contain a provision that restricts the individual’s remedies under this part or law other than this part.”

  It seems Airport Honda just wants to pick and choose the terms of the agreement they want enforced, while ignoring the rest.  Either the contract is legally valid and complete, or it’s incomplete and not legally valid. The way I read the contract if it’s legally valid, the total price of the vehicle out-the-door (which is the price information I repeatedly requested and what is listed on the agreement) was $45,645 less the $3,000 deposit.  Taxes and license fees were obviously waived in the agreement, or they would have been listed in the appropriate place on the agreement. I am willing to agree to that, if Airport Honda is willing to pay reasonable rental fees (approximately $6,000 if everything was resolved today) to me from the time they received the first vehicle that met the description in the agreement and the time I will receive my new vehicle meeting the description. PS- I was able to obtain out-the-door prices from other dealers immediately none of which included a 15% upcharge.

  The salesperson lied to us when he said the Social Security Numbers were required when purchasing a vehicle in Tennessee.  He did not advise us the $3,000 deposit was non-refundable.  He lied to us when he said “the 15% upcharge from the MSRP was because there was a high demand for, and a shortage of these cars”, further he lied when he said “the 15% upcharge was currently pretty much common practice amongst all dealerships”. 

  I called Mr. **** at approximately 9:00am on 9/23/23 and advised him I wanted to cancel the agreement.  He advised me I had a binding contract and couldn’t cancel it, and that my deposit was not going to be refunded. I told him that when I lived in Kentucky, where I was a police officer years ago (retired in 1992), there was a 3 day contract cancellation law.  He advised me “you’re not in Kentucky”.  Minutes later I sent him a copy of TN 47-18-5520 entitled Cancellation of Agreement.
  In accordance with TN 47-18-5520, at 9:53am I cancelled the agreement by electronic communication (text) to ***** **** approximately 22 hours after the agreement was signed.  The exact quote of the text was “Cancel our contract we signed yesterday. The deposit charge has been disputed.”

  Airport Honda was not out any money at the time I cancelled the order, and I did not have them order a specific vehicle for me.  The vehicle had already been ordered by them for their inventory.  At the time I asked them to cancel the order, the $3,000 deposit had not posted and could have been cancelled without a service fee.  
  I was a loyal customer of Airport Honda’s for almost 7 years.  Apparently, loyalty means nothing to them.
  

  There are two fair and reasonable solutions to this issue I can agree to:
  1. My $3,000 deposit is refunded, I get an acknowledgement the contract is cancelled, and any hard copies and electronic copies of our SSNs are destroyed.  Or,
  2. I will pay the total out-the-door price ($45,645 minus the $3,000 deposit) minus rental car fees to rent a CR-V AWD Touring hybrid from the time Airport Honda received to original car I ordered until the time they deliver my new CR-V.  If they delivered tomorrow, it would likely have been in excess of 90 days.
  
  Sincerely,
  ****** *******

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i bought a 2017 Hyundai Santa Fe Sport, i had the vehicle 3 days when it tore up. I contacted the dealership they sent a technician out to get the car and brought a loaner to me, they kept the car 2 weeks and called and said it was ready. I drove the car 2 weeks and the oil light came on, i contacted the dealership and told them what had happened, also the car was missing. I went to the dealership last thursday and they said there is nothing they can do, when the tech picked up the car the first time it was also a quart low on oil, when i called and told them that the oil light came on, i had to add 3 quarts of oil. This past friday evening the oil light came on again, it was 3 quarts low again. Last thursday when they checked it out it was again 2 quarts low on oil. I contacted them again this morning and ask them to work with me and again nothing. I am a single mother raising 3 boys and this is my only means of transportation, i can not afford for it to tear up and i can not continue to put 3 quarts of synthetic oil in it every week.

  

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/10/19) */ We had Ms ***** in here on 10/18/22 with a few options. 1- We tried trading her out of the vehicle. That didn't work for her budget. 2-we were trying to get warranty to cover the problem but that required some up front work. We told her we would pay for half of that and if warranty covered the repair she would get her half back. She wasn't happy with either option.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On june 16 I purchased a 2016 mistibishi outlander for 20,800. I left the lot and a mile down the road transmission lights start flashing and its stalling out. They have to come get me. Put it on diagnostics and 15 mins later tell me its a module. This car was never checked out. I tell them if it transmission I do not want it. On mon they call and say its transmission. They can trade me out for another car. They had a nissan rougue come in 3 days later. So they said they would trade. I recieved a text message from saleman on july 15 that they sold the rougue. Ive left voice messeges to GM ***** ***** at airport honda, & the owner ****** *****. They still have the mitsubishi , the salesman ***** ******** says there putting a new transmission, ( which I question) I paid to much for this vehicle to have a bad transmission, I have also just got the runaround, they have my money and the car. Id just like my money back , since they have been decietful and poor customer service. Id like to move on with my life

  

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/07/19) */ Ms ******** did unfortunately have an issue with her vehicle soon after leaving. The vehicle was test driven prior to the sale with no issues at all. The problem occurred after delivery. She did purchase an extended warranty which typically will not repair in the first 30 days. The fact that the vehicle WAS inspected prior to going to the lot is the reason they decided to do the repair. We have also made sure that she has had transportation while vehicle has been in the shop. The first diagnostic did show a module and then a transmission. As with anything there is a time that something actually does breakdown and with this vehicle it was on her way home. We have done everything we can to keep her happy in regards to repair and loaner vehicle. If she wants to trade once the repair is complete we can look at it and see how that would look. Due to supply chain issues it has taken some time to receive all the parts, It looks as though the vehicle will be completed toward the end of the week. Her warranty only allows for 5 days rental we got that extended to 10 and the rest is complimentary from Airport Honda. She has continued to trash us on social media over and over. We will repair her vehicle and hopefully she can pick it up at the end of the week. Consumer Response /* (3000, 7, 2022/07/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The vehicle was test drove on the back access road due to construction. Which I was never able to go over 40ish miles per hour, so when I left the lot and got it to 50 less than a mile away is when it starting breaking down. I went to a reputable dealership & The car seemed like a good car. I have text messages from my salesman that they would trade it out for another vehicle, a nissan rogue had come in 3 days later and have messages agian stating I could be traded out for that it could be an extra cost, but I liked it and said i would like to trade it for the rogue. I was told I couldnt trade til the car I bought was fixed and would be held for me. I got a text on friday july 15 saying it was sold. Ive have called GM and owner to discuss thos so that I can get a clear answer on how we could just get this resolved, neither have reached out. I was given a rental after 7 days of no car. I also have went on media and gave my honest review If they would have reached out in the beginning of this and at any time this could have been resolved. This could have been very easily done. Business Response /* (4000, 9, 2022/07/20) */ The vehicle should be finished this week if no more parts issues are encountered. Ms ******** can pick the vehicle up at that time and if she wants to trade we will do our best to accommodate her. Its unfortunate that these things happen but they do and in this case we are able to get the vehicle repaired without cost to the customer. Consumer Response /* (2000, 11, 2022/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I would like to look into trading vehicle, I understand thos can happen with vehicles. I was disaapointed, of the customer service, and the runaround I recieved. Im trusting this will be resolved and will change my review when it is.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a car from this dealership for my daughter. She lives in TN I live in CA. My intention was to finance the car and put her on the loan to build a credit history for her. They sent over a credit consent which I signed while on the phone with the dealership but as soon as I sent it over, the manager said I couldn't use their finance as I live out of state. So, I told them I would get financing from my own credit union or pay cash and to not run my credit. They agreed but then still ran it even after being informed by the manager that they couldn't provide finance to me and after my withdrawal of consent. I have contacted them twice to request they remove the inquiry to no resolve. Only to be talked rudely to. Also they took a deposit from me to hold a car that my daughter loved then sold it from under us over the weekend and started ignoring our call and then lied about it. Would never do business with these shysters again. At this point I just expect the inquiry to be removed.

  

  Business response

  04/03/2022

  Business Response /* (1000, 5, 2022/02/24) */ The credit is pulled as soon as consent form is complete. There isn't a way to remove the inquiry. We would pull credit if a customers pays by check in most cases if they are taking the car prior to check clearing even if its a cashiers check Consumer Response /* (3000, 7, 2022/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was literally submitting the consent when the manager in the background stated that they couldn't finance me out of state and thus the salesman agreed to not run my credit and then did it after the fact. They knew I was intending to get my own finance through my credit union. But I did end up sending a cashiers check instead. We did not pick up the car until a few days after the check was cleared as the dealer promised to detail the car and needed it for a few extra days to complete the detail. But they didn't even follow through with that promise either. And saying the inquiry can not be removed is a lie. all they have to do is contact the credit bureau and let them know it was ran accidentally after I verbally withdrew my consent to have it run. If this doesn't resolve through BBB I will be having my attorney act on other options. And there will be reviews about the reputation and dishonesty of this business. Business Response /* (4000, 9, 2022/03/09) */ We talked to the credit bureau to see what could be done. They don't show a record of a bureau being pulled on a. Consumer Response /* (4200, 11, 2022/03/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not true. Your dealership did pull it. I saw it on credit report. Business Response /* (4000, 13, 2022/03/14) */ Have them send us a copy and we will get with the credit reporting agencies. They are telling us nothing was pulled.

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled an extended warrantee on a Honda Odyssey purchased from Airport Honda in December 2020. The cancellation was signed on 11-16-2021 at which time the Finance manager who filled out the form said it would be up to four weeks for the refund check. The refund was for $2113. Starting in late December I started inquiring about the status of the refund each week. I have been told each time by the Honda Finance staff the refund should show up this week and there were not issues with getting the refund. After 8 weeks I feel I have no other option but to file this complaint.

  

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2022/01/18) */ I Spoke to this morning to get some specifics. I then tracked down the refund. It was mailed 1/12/22. Hopefully he receives it this week. I did call him back and updated him with this same information. I do apologize for the delay in his refund. Consumer Response /* (2000, 7, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) The refund check has arrived and the issue should be closed. The Honda General Manager was very responsive in resolving the issue and had information on how the refund was being handled that the finance staff I spoke to previously did not know. I appreciate his help in bringing this to a close and the support of BBB. Thank you Dave Hall

*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. ↩