Business ProfileforHonda Kingsport

October 3rd, 2022 To who it may concern, I am writing to give notice of a severe complaint concerning my recent vehicle purchase at Honda of Kingsport. On Monday, September 19th 2022, I found what I thought was a 2021 Toyota 4runner TRD Off- road at Honda Kingsport. My sales person,, got my approval and we agreed to finalize the deal after work at around 6pm. I was on my way to Honda when called to notify me that their computer systems would be down so it would have to wait until Tuesday. Later that evening, I was looking at the vehicle online, and realized the ad stated the vehicle was an SR5, but the pictures displayed a TRD. I did not trust continuing the purchase with vehicle due to the errors in the ad and the uncertainties. Therefore, I started looking at other vehicles on Honda’s website. From Honda’s website, I found the vehicle that I eventually purchased; a gray 2021 TRD Off-road premium. The vehicle was located at Johnson City Toyota, so I asked to arrange transferring it to Honda. On Tuesday, September 20th, Honda management contacted Toyota about the car. Toyota said they didn’t have it at their lot yet. They just purchased the vehicle and said it would arrive in the next day or 2. Based on all of the information stated in the ad about the vehicle and knowing it would be there by Thursday, September 22, I decided to finalize the purchase. I had already test driven almost the exact vehicle, and according to the ad, it contained all of the features I wanted, including new mud/snow tires and keyless remote start. I was completely comfortable purchasing the vehicle entrusting Honda to take care of me properly, especially with their 5 day exchange policy. I made an appointment with to finalize the deal on Tuesday, September 20th between 5:30-6:00 pm. She assured me that all the paper work would be ready and that it would not take much time. I got there at 5:45 pm. I did not leave there until 7:30! I understood that they had a new computer system and that they were having issues, but I lost 2 hours of paid work time, sitting there waiting. My time is extremely valuable to me. As of Thursday evening, the car still had not arrived and the Honda managers would not do their due diligence to find out the exact true delivery date. All I wanted at this time was a date. Friday morning, I called Honda and spoke to a GM. He quickly addressed my concern and was able to confirm that the car would be delivered that afternoon to Toyota (Johnson City). He then told me that it would be transferred to Honda and they would do their inspection and assured me they would fix anything that was needed. He said it would probably be ready for pickup on the following Monday (September 26th). However, that was not the case. Later Friday afternoon, a car sales person,, called me and said the car was delivered and that Toyota would be finished with their inspection by 5pm (Honda told me they would do the inspection). Therefore, we made arrangements for to pick up the car from Johnson City Toyota and deliver it to me at work in Bristol, TN. After picked up the car, he called me to say he was going to take it through the car wash and then bring it to me. I immediately thought it was strange that he had to get it washed. When he arrived, the car still had writing (in marker) all over the windows, it had not been detailed, it was missing a hub cap, missing a floor mat, there was damage on the right rear wheel fender, no mud/snow tires as started in the ad, no remote start as stated in the ad, numerous paint chips and deep scratches, and a dent in the driver’s side door. He handed me 1 generic key (not Toyota), which I was expecting 2 keys. The very next day (Saturday, September 24th), I called and talked to, a sales manager. I told him how disappointed I was and that I just wanted to exchange the car. He went on and on about how that would not be possible (for multiple unjustifiable reasons), which really upset me. I felt as though he just didn’t want to deal with it. Exchanging the car was promised in writing when I purchased the car. At this point I felt very used and betrayed, but I remained optimistic and patient. He asked me to come to the dealership so that he could inspect the car and he would do whatever he could to help. We drove an hour to the dealership that day. was not available to help as promised, so another manager,, tried to help me. He listened to my concerns but could not address them all. He said that the ad on their website was controlled by a third party company and that he was not responsible for any mis-information. He did at this time offer to help me trade the car, which is what I wanted to do. He said that I would have to have very strong credit to do such (my credit wasn’t as strong as he said it needed to be, > 720). I again, felt betrayed. Having very strong credit was not part of the written exchange agreement that I signed!!! As a result, he refused to replace the tires, which were very worn highway tires (not mud/snow), refused to add the remote start and refused to replace the generic key with 2 Toyota keys. These were very important features which influenced my decision to purchase the car. He did promise to have his shop go over the vehicle completely mechanically and fix any mechanical issues. He also promised to replace the missing hub cap, replace the missing floor mat, fix the wheel fender, touch up all the scratches and paint chips and fix the dent. I compromised and trusted we would keep his promises. Therefore, I left the car there that day so that they could work on the repairs that week. My sales person,, told me on Thursday, September 29th, that the car would be ready for pick up by 2pm. I arrived around 3 pm and the car appeared to be in the same exact condition as when I left it (5 days prior). There was some paint touch up on the hood, and they tried to paint the plastic fender wheel, but just made it worse. It needed to be replaced. They also only detailed the front half of the car. They ignored the cargo area. After discussing my concerns with 2 different managers, finally came out and promised again to fix everything. We arranged for me to drop the car off again on Tuesday, October 4th. Today, Monday, October 3rd, I was discussing the situation with and asked her to provide all the maintenance records and detailed features that my car contains. I never received any information about my cars features (as I previously asked) and I was concerned because said the features stated on the ad were not always correct. This was the 2nd time that I asked Honda to provide this information. said she did not have any maintenance records, which was very concerning. She then told me that they did not go over the entire car like had promised. They only looked at one small issue I had. She still has not provided a document containing my car’s features. I need to know what my car has! At this point, I have no trust or confidence in the managers or the company to keep their promises. I have be lied to and betrayed repeatedly. I am not wasting anymore of my time driving back and forth to Honda just to be disappointed. I have been very calm and patient until today. I purchased a vehicle at showroom price and expected to receive a vehicle at showroom condition. This vehicle was priced approximately $3000 higher than all comparable vehicles in the area that were almost flawless! Instead, I received a vehicle at poor auction condition. If I had paid the auction price, this would have been fine, but I didn’t. I also purchased the vehicle knowing that I could exchange it…100% satisfaction guaranteed. However that was a 100% lie! I am very kindly asking for this situation to be rectified in my favor, either by adding all missing features (stated in the ad) and completing all repairs, or by compensating me accordingly. I paid a lot of money for this vehicle in this poor condition and did not deserve to be treated in this manner. Kind regards,