The employee gave me the name [redacted] when she called me. I later found out her name was [redacted]. When I asked her how she got my personal information she refused to tell me. I purchased a vehicle with my boyfriend and she used his name to find me in their system. The Lia group has an...
obligation to ensure that my personal information is protected and used appropriately by their staff.
Mr. [redacted] for the cost of his service, he would need to provide us a copy of his receipt. Going forward he can have the services done at our Honda location. He should contact Heather D[redacted] at ###-###-#### to arrange refund. Michael A. C[redacted] Controller
Tell us why here..With regards to the complaint filed by Ms. [redacted] with The Revdex.com, we were able to duplicate her complaint of the A/C not blowing cold. We found that compressor experienced a catastrophic failure causing a failure within most components of the A/C system. It...
was necessary for us to replace the condenser, compressor and both A/C lines due to contamination of refrigerant oil. The repairs were covered by factory warranty and Ms. [redacted] has since taken delivery. After Ms. [redacted] left she returned immediately with a complaint of a noise while driving, we test drove with her to verify the noise and found a piece of rubber had become lodged in one of the tire tread causing the noise. Unfortunately we were unaware of any brake issues as that was not stated on the repair order dated 9/28/2017. Talk to Ms. [redacted] on 10-25-17 at 1:35pm to discuss issue with brakes saying there is a pulsation when applied and were willing to repair brake rotors at no cost to her set service appt for the following week to get repairs done. We apologize for any inconvenience and hope to regainer confidence in Lia and the product. Chris [redacted]
We will NEVER go back to Lia [redacted] again - This one you won't believe...but it's true. My wife's car, a 07 [redacted], was in need of repair(a tree branch from our neighbor's tree fell through the grill - it was in February that this happened.) So, we were going to bring it to the dealership (the best one for [redacted]-Northway) BUT they had just closed their body shop...so we had to decide quickly where to send the car to get repairs(body work-roof/hood/windshield smashed/lights broken)..so we said we'd rather go to a [redacted] Dealership cause they will have right parts. Well, that was a HUGE mistake. Lia Collision was the worst. First they had the car for almost 2 weeks(the insurance said 10 days most likely). We got it back in March(remeber that is a colder month in NY). Then after we got it back, we didn't notice that the a/c didn't work correctly until June(when it gets hotter). Brought it back MULTIPLE times for them to fix it, they couldn't firgure it out. Then after I said to the guy to PLEASE send it to your [redacted] SERVICE department and have them fix it - they called me to tell me that I would have to pay for a $1500 coil part(the A/C that THEY had broken?!)! I told them NO way, to talk to my insurance and hopefully they would order the part and pay for it. After ANOTHER couple weeks, they finally got that fixed. Now fast forward to the FALL(Sept), and dew usually forms on the outside of the windows because it's colder outside...well, my wife said she had to bring a towel to wipe off the dew on the INSIDE of her windshield! Also, they made the entire inside feel very humid, and soon the carpets were soaked and the seats damp. It was like driving a cesspool and my allergies would flare up each time I had to bring this car back to Lia! They did try to fix, but after they removed and tested the windshield with water...it came back - and UNDER the carpets were ruined also! So, brought it back again(after I spoke to an attorney), and said we will need you to pay for the NEW CLAIM we put in for the car - ANOTHER $500 deductible - and they refused - said they would try and fix - but by THAT TIME, my wife and I didn't TRUST their staff anymore! So now it's coming on November - and the NEW Collision Manager says to us to bring it in OR "we want to make this right" - and offer to get us into a newer car if that's ok. We JUST wanted our car back fixed, but we didn't want them to wreck it any further. But after looking at what we might have to deal with(the carpets/seats) would've had to be replaced. Now we still didn't know where the water was coming is - bad seal/bad body work - NO CLUE! So we decided to get rid of it, and get into a newer 2010 [redacted] - with less miles(But it was WHITE!)...of course we had to SPEND $2K to upgrade(when again, ALL WE WANTED WAS OUR 07 [redacted] back ALL FIXED!)
NOW for the mess with the 2010 [redacted]:
So we thought we got a good deal, picked up the car at the beginning of November - 8 months after we brought our other car in for repair...now I said it was WHITE. Leaves would fall on the car from the same neighbors tree, and when I pushed them off - they were leaving stains!! Ugly, reddish stains, all over the car! So, I brought it to a detail specialist at Northway [redacted], who took one look at the paint, and said "it's dead". So I brought it back to Lia to document the problem - this was BEFORE the 30 day return policy/warranty was up. Then had to bring it back the next week for them to take pictures of the stains...and then bring it back the following week for a [redacted] Rep to take a look at it. [redacted] said it was from "environmental effects" - so they are NOT going to do anything. So Lia did only thing they could do - they washed/buffed/waxed it, and told me to wax it every three months - that was their only advice. My wife and I just wanted our 07 [redacted] back and we'd still drive it for 5 more years at least...we will never go back to Lia for anything. Terrible place!
1) 9/23 went to Nissan & was told by Shawn M[redacted] & Steve (from parts) that there is nothing that can be done with these vents & go to a body shop (no mention of Nissan taking any part in fixing the issue).
2) Blatant LIE - was never offered an appt to return to Nissan to have body shop do anything. 3) Called Adam F[redacted] on 10/9 @ 1:10 & left voice message for him to call me. He didn't call me so I called again @ 4:45 on 10/9 & spoke with Adam explaining the Glare issue. He said he'd call me by the end of business day on 10/10. No call. Email was sent from Adam on 10/16 @ 10:19am instructing me to view a website for Soft N' Cushy Auto - no mention of Nissan paying for anything. I did not respond to him because I didn't think it required a response & I had already sent my complaint to Revdex.com & was waiting for Revdex.com's response to this situation.
4) 10/9 phone conversation - Adam advised me NOT to trade in this vehicle because I would take a Big Loss as it is considered a "Used Vehicle".
On 9/11 I told Steven B[redacted](salesman) I wanted a 2016 Rogue & he said the 2016 Rogues are not being sold until Jan 2016. However, a friend of mine bought a 2016 Rogue on 10/27.
On 9/16 @ 3:30pm I was instructed by Steven Ball NOT to complete the Nissan Survey when I received it.
I spoke with [redacted] and he stated we did everything with customer service in mind. Unfortunately, there is no way to swap the vehicle she bought to a vehicle with more equipment, at no cost to the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have sent Mr. [redacted] of LIA Toyota the following response:Dear Mr. [redacted]: I am going to tell the Revdex.com that I do not accept your response regarding my significant issues with Lia Toyota and [redacted]., and I ask that we then drop this matter between us. I am writing this because I want you to understand in full why that is so, and I have a sense you will then better understand my unhappiness with Lia and [redacted]. From your email below, which was very helpful in allowing me to fully understand how very poor the [redacted]-Lia process is that we were brought into, perhaps you will also understand how adrift I believe this lease purchase is for me and my wife. I think you want to really examine the following points.Please note the following:1. We were contacted by [redacted] in August, about five months before the completion of our lease agreement, to visit Lia WITHIN ABOUT ONE WEEK and take advantage of a new lease with the proviso that the last five or so months of our old lease would be forgiven. Because of this, please note the following.2. Therefore, we did not receive ANY package - sent 2-3 months before closure of the old lease - to have us use a template regarding wear or use. We could not have - we were invited to have the remaining lease months forgiven if we purchased a new lease early;3. In addition, we did not receive ANY phone call or contact from a third party offering an appraisal at no charge. We would have, absolutely, done that - but we were not given the opportunity since we were invited to have the remaining lease months forgiven if we purchased a new lease early;4. On the phone call with [redacted] to complain about the "damages" bill, we were specifically told to talk with the General Manager of Lia about the bill, and it was [redacted] that told us they were recording the conversation - not me recording the conversation. If they honestly recorded, maybe someone should listen to that to learn what [redacted] is telling callers;5. You state that when in the process we learned of an inspection to take place is "irrelevant." Perhaps to you it is that, but it clearly is not that to me. Given that NONE of the above was done for me, since I responded to a promotional call FROM [redacted] to get a new lease WITH LIA, I was absolutely left adrift in a process that did not offer to me what I would have been offered by not responding to [redacted] phone call - and Mr. [redacted], there is no way that I would know about any of that, at all. None of it was offered to us with either of our previous leases as well, although the process for those leases were conducted much differently than what we have recently experienced. If I had had an appraisal, I might have opted to fix any wear or use damages myself, and that decision was taken from me - and it is the crux of my complaint that my options were taken away by the poor process that you entered me into.I understand that we will not reach any mutual agreement in this matter, and I hope you understand why this is the last promotional agreement I will have with Toyota, [redacted] and LIA. I am going to investigate other car makers with a more experienced eye - you have all taught me to do that very carefully from this experience. I am sorry that this is the result of a new lease experience: it poorly colors everything about the great RAV we are driving, and it does not color it well for any of us.I hope that you will take this experience to those making decisions at Lia and [redacted].Respectfully;* Regards to the Revdex.com,*
In
response to this complaint let me first clarify some points. All tires on all
vehicles are warrantied through the manufacturer of the tire. The...
tires are
warrantied only if there is a defect(manufacturing or otherwise) in
the tires that would lead to something like tread separation but not normal
wear and tear or a flat caused by driver negligence or for example a nail in
the road. Ms.
[redacted]
stated in a phone conversation that she had with me that her mechanic told her
there was a bulge in the sidewall prior to her flat tire. She chose to ignore this
and drive on the tire anyway. A bulge is generally caused when the
tire impacts a curb thus causing a potentially hazardous weak spot in the
tire and something that should be addressed promptly. Ms.
[redacted] chose
to have the vehicle towed to this dealership and thus bypassed a Hyundai
dealership that was much closer close to where the incident took place. Hyundai
Roadside will always tow a disabled vehicle to the nearest Hyundai dealership
at no charge. She chose to decline
that option and have the vehicle towed to Lia Hyundai in Albany NY some 50
miles from where the incident occurred. Which automatically results in a charge
to the customer. This was explained to her during her conversation with roadside assistance. Ms. [redacted] also chose to have the
vehicle towed from this(Lia Hyundai) dealership before a repair order could be
written and a technician assess what damage was done to the tire. She made this choice after
she was informed that we would not be reimbursing her for her tow and that
barring a defect in the tire a new tire would cost her money.Sincerely,
[redacted] Sales Manager [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In regards to the response sent over by the hyundai dealership, I would like to indicate my view on the matter. For starters in their response they indicated false statements. Lia of Hyundai was the first and only Hyundai dealership I visited, let alone contacted. Secondly when trying to view and pick a vehicle of my interest I had no clue to what vehicle I wanted, so therefore the genius coupe was not the car I came in looking for exactly. [redacted] the salesman who helped me throughout the process was very persistent on the genesis coupe in particular because it was on display inside, I asked him if it was offered on white and it was so we arranged the test drive. With the test drive I from the beginning did not feel at all comfortable driving the vehicle. The genesis coupe is equipped with a very strong engine and speed like qualities and ii came to get a big feel of that when test driving it. The whole test drive I felt nervous, and scared behind the wheel not comfortable at all, but with that [redacted] said no worries with time the car feels better. As we worked out way back into the dealership after the test drive, [redacted] was very persistent on me filling out all the papers quickly all before even explaining the cars features, mileage, etc etc. the time was winding down and I had an event to attend, therefore I informed [redacted] it would be more convenient for me to return tomorrow and take my time and analyze what best suited me. With that [redacted] and one of his managers informed me I needed to put down a deposit before leaving the dealership because if I did not I was going to lose any deal they offered me or further assistance regarding the vehicle. Being pressured with time and the fear of losing any deals I went forward with putting an initial deposit down of $1500 which I was informed was the minimum I needed to place for the vehicle. After processing the transaction [redacted] and the manager informed me that the deposit I had just placed was "un refundable". With that I was I quite upset because if I therefore did not have anymore interest in a Hyundai vehicle I was going to lose quite a bit of money. I was now being pressured even more to get the vehicle. The next day upon returning I went in and [redacted] quickly informed me it was his "day off" and he did not have a lot of time therefore I needed to quickly fill out the paperwork for the car, all this before even asking me if I had any other interests toward another vehicle. I informed him again how I was not comfortable with the car due to the test drive but he again stated it'll all be fine lets just finish up the process and then we will go over everything once the paperwork is signed. With the fear again of losing my deposit I had placed the previous day I asked [redacted] if I were to leave and again not deal comfortable with the vehicle is there a way for me to come in and just simply get out of the lease and he replied with a yes, that it was a very simple process and all they would do is try to help me find another vehicle or something that best suited me and just change the lease from car to car. Trusting him I was next asked to go into the finance office to fill out and finalize the paperwork while in their the finance person was very quick with the paper work informing me on each document that it was quite simple and nothing really important and to just sign. In regards to the general managers response in saying his finance office is trained to specifically and clearly address every single document in an under stable matter, I would have to disagree because that training and professionalism was not demonstrated when explains the paperwork to me. Every single document was rushed through by the finance guy and ended with a quick sign there! He said any questions I had regarding the documents I was to ask [redacted] after signing and finalizing all the paperwork. With that I ultimately asked the finance person once again to reassure my doubt in the lease by asking him if I were to leave and felt I satisfied with the vehicle would it be possible to just return and and simply just end the lease and he replied by saying yes it was quite simple and easy and that if that were the case they would be more than glad to end the lease and help me out to see what best suited me. The finance person said as long as I was not with the vehicle for more than a week I was able to end it all. With that I finalized all the paperwork and headed towards [redacted] where he had my keys and said I was good to head on home and that any further questions I could just call him or come on in. I was not thrilled nor extremely happy as the dealerships response stated, I was more or less pressured into obtaining the vehicle because of the fear of Losing the sum I put down for a deposit. Upon leaving I had to quickly head to work where I was able to drive it once again and the same fear and uncomfortable sensation ran through me. Right there and then I knew once again I was not feeling safe or uncomfortable driving and that the car was not for me. The very next morning I returned and headed towards [redacted] and handed him all the car paperwork and keys and informed him I was not satisfied with the vehicle or uncomfortable with it that I was pressured and did not feel secure so therefore I wanted out as he said I would be able to. Right there and then an urge of anger and disappointment ran through [redacted] as he said okay I can help you do that but why, why are you doing this? Again I informed him and gave him my reason and that's where he informed me he needed to talk to his general manager so I can get the help I needed. [redacted] informed me that the general manager nor the dealership was able to help me with that due to it being the weekend and that they would be too busy to handle such situation. That it was best for me to come on in on Monday so they can help me end the lease and find something best suited for me. I asked him if he was sure and he again said yes just come in Monday. He informed me that the general manager was too busy to inform me also that everything will be ok and come Monday we will help you out. Upon returning Monday I went in and spoke to sal the general manger and that is where he informed me all about the lease and said there was nothing he can do for me. He informed me that whatever [redacted] or the finance person told me must've been a lie and that they were confused themselves with the information they gave me. As I explained in my previous complaint in detail about what occurred that Monday is exactly how it followed, no assistance and rather being disowned by the very company I was locked in with for 3 years. In accordance to the dealerships response I did not return days later unhappy about the car because of the price or the seats, I returned because of the discomfort I felt with the vehicle and the unsafe urge I felt from the very first time I got behind the wheel of the vehicle.In conclusion, I went in on a Wednesday and left a deposit which was I was later told was un refundable, I returned the following day a Thursday to complete the paperwork due to being pressured and fear of Losing my money, and initially returned the very next day less than 24 hours after signing to inform them I wanted out, in which I was informed I wouldn't receive help until the Weekend passed making it Monday, and on Monday I was not helped and informed the complete opposite of what I was previously told. I am still upset at how business was handled at Lia of Hyundai and how the employees there scammed me and lied to me in having me get and stay in to a lease. To this day I am still Uncomfortable with the vehicle and continue feeling a sense of worry and fear upon getting behind the wheel. The car continues to sit in my driveway as I try to work the situation out and finally receive some help after the disastrous experience I endured. Again I state I do not agree with the dealerships response and therefore finalize by saying it does not resolve my complaint or situation. Again I just hope for justice being served upon this dealership and their unprofessionalism.
Regards, [redacted]
Mr.
[redacted]
Our
salesperson advised that there may be charges to the car for excess wear and
use. That is the case with any lease...
being turned in and is contractual
between the lessee -you- and the lessor -[redacted]).
He was giving you the professional courtesy up front. Whether it was
before, during, or after the sale is irrelevant. As discussed, [redacted] hires
an outside company that inspects the vehicles with their strict
guidelines. Lia Toyota has nothing to do with their inspection parameters
as the lease is through [redacted].
As
for being offered the EWU insurance on the previous lease, you leased it from
another dealer. We had no involvement with that transaction.
The
statement that you allege made by [redacted] that you should come to Lia and have the
bill forgiven is a statement I have never heard before from [redacted]. I would
take your recording and ask to play it for the [redacted] branch manager. In my
experience the only company that can forgive a lease charge is the lessor-[redacted].
You
claim that there should be a policy that the customer should be given all
information before the sale. I assume the dealer who you brought the
original lease from provided you with a lease contract. This details your
obligations to [redacted]. As well as their obligations to you. Also, you
received a packet from [redacted] showing all of your lease-end options (usually 2-3
months before) including templates for acceptable wear and tear. In
addition, you were called by their 3rd party company to schedule a
pre-inspection of the vehicle at no charge. If you had accepted that, you
also would have know in advance what the potential damage charges would have
been.
Neither
[redacted] nor Lia Toyota have acted unethically in any part of this transaction.
Lia will not be paying for any charges incurred.
Respectfully
Donato B
Lia Toyota of Colonie
2116 Central Avenue
Schenectady, NY 12304
To Whom It May Concern:I spoke with the customer ([redacted]) and he agreed to have LIA VOLKSWAGEN take care...
of his
last three payments on his current lease turn in of $ 576.51. [redacted] did
sign the due bill stating that we would handle the last three payments, also it
is written on the original purchase order signed by both parties. [redacted] bill is from [redacted] for excess wear and tear, and we (LIA VOLKSWAGEN) do not pay for that.
That is on the customer, as stated on the original lease document he signed when first leasing the vehicle.Sincerely,
[redacted]
Lia Volkswagen of Enfield
General Sales Manager
To Whom It May Concern:Lia Toyota of [redacted] has addressed Ms. [redacted]'s concerns with regards to her
Toyota Matrix to the best of our abilities and feel...
that we have done
everything possible at this point to assist her. Upon examination of the
reported damage we do not feel it was caused by our work addressing the recall
however as a good will gesture we did have the scratch buffed and the vehicle
detailed at no cost to Ms. [redacted]. On March 17th we did call Ms. [redacted] and offer
1 more additional detail in an effort to maintain our relationship. At
this point every effort has been made to accommodate this customer and no
additional services will be offered.
[redacted]General Sales
Manager
Lia Toyota Scion of
[redacted]
[redacted], [redacted]
Phone: [redacted]
When we received the complaint, we set an appointment for the customer to drop the car off at Infiniti. We then sent the car to BMW for diagnostics and found a hydraulic line leaking. This repair is not covered by the warranty. So at that point we went beyond the normal guidelines to provide...
the customer with a loaner vehicle while his was being repaired and also offered to pay for half the cost of the repair as a gesture of good faith. I believe we treated the customer very fair by paying half the repair bill and providing a loaner vehicle while his being repaired. Steven [redacted] General Manager Lia Infiniti of Latham [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The vehicle has not been successfully repaired. After 10 trips to Lia, I couldn't afford the loss time and excessive mileage of 72 miles each way to continue using Lia's service department. Lia service department told me to drive the vehicle until I totally lost all gauges in dash before they would fix. I drove truck for 4 months with intermittent speedometer and gauges. I was always told to wait for issue to get worse or wait for updates. This vehicle has had many issues since I purchased, leaking fuel into engine oil (5 visits to fix) , lights not working ( 2 visits.still having issues) , check engine light (5 visits to Lia, still having problems), and more.Lia did not help to solve my issues, so I was forced to go to another dealership. Lia sales management is not trustworthy, tried to go back on agreement on what was promised during sale. I have had nothing but disappointment with Lia and this 2013 ram truck. Regards, [redacted]
We shopped 3 different dealership Groups for our next Certified Pre-Owned sedan. We narrowed it down to a [redacted], [redacted] or [redacted] as they are each made(assembled) in the USA by US citizens which is important to us, plus they are great quality vehicles that retain their value, are not used widely as fleet sedans, and are each known for their high quality reviews by well known vehicle rating entities like [redacted].com, [redacted].com, [redacted]a.com just to name a few companies. So after weeks of shopping we found a great deal on a 2014 CPO [redacted] that was being offered by the Lia Auto Group at one of their dealerships in CT, but was available for transfer to another(closer) to us dealership in NY. We worked with a salesman named Chris H[redacted] at Lia Nissan of [redacted]. He arranged the transfer of our car from CT to NY, had the accessories we requested put on like mud flaps, all season trunk tray, carpeted floor mats and the car hand washed & waxed prior to delivery. The car was a surprise for my wife who worked hard & retired early from due to health issues from her nursing career. We had narrowed our search to 3-sedans Lia offered, and my wife trusted my selection of which one we purchased. Chris shared that Anthony the F & I manager would handle the financing and would get us the best deal. I spoke with Anthony of the day before we picked up our [redacted]a and he said my wife would be financed through [redacted] bank as that was who she was previously financed through & they offered the best rate. Anthony said he felt it was a competitive rate & the payment was where we wanted to be so when we arrived on Friday to pick-up our CPO [redacted]a Chris showed me that everything requested was added & the car as promised washed & was still being waxed but that it would be ready by the time we were finished with Anthony. Well Anthony had taken it upon himself to continue to work with other financing entities to get us the rate he felt we deserved and proudly shared he was able to get my wife an even better rate than [redacted] had offered lowering our payment by almost $50 a month from what we had agreed upon the previous evening. Not many dealers will do this especially after their customer has agreed to a rate/payment the previous day, but not at Lia Nissan of [redacted], they go the extra mile for their customers & that's why we will be customers for life as long as Chris & Anthony are whom we work with as we just found out Chris is being promoted to Sales Manager, a promotion we are not surprised about !
[redacted] Re[redacted]
To whom it may concern:
This letter is sent in response to a customer...
complaint
sent in by Ms. [redacted]. First off, we
would like to say that we are sorry that Ms. [redacted] was not totally satisfied
with her recent lease transaction here at Lia Honda. We strive to offer every customer a smooth
and easy purchase experience, and it appears that she was not totally happy
with how the lease transaction went. Lia Honda had a website
lease special offer listed for a 2014 Civic LX for $99/mo (plus state sales tax
i.e. $99 + $6.29 tax= $105.29) with
a listed down payment requirement to get to that payment. Her lease
transaction was negotiated with the salesperson and the sales manager on
Saturday 9/13/14. The customer asked to
take delivery of her new vehicle that same day and we were able to do so for
her.On Monday,
9/15/14, Ms. [redacted] came back to the dealership to drop off the title to her
trade vehicle, which she did not have at the time of delivery. While at the dealership she asked for a
further explanation and a breakdown of her total down payment and how it had
applied to her Civic lease. The salesperson tried to offer his assistance, but he
really wasn’t the best person to explain as he did not have full knowledge of
the financial working of a lease contract.
At Lia Honda the lease contracts for the the bank are always drawn up by
a financial manager, not by a salesperson.
So after the salesperson had spoken with her, I brought Ms. [redacted] into
my office and reviewed the entire lease transaction with her. She again asked for a breakdown of the required
down payment for our specific 2014 Civic LX website ad. I gave her the total breakdown shown in the
ad. She asked why she had put down a little more down payment than what was
shown in the ad. She stated that she did
not want to put any additional money down. I reviewed her lease agreement and explained that while
the paperwork shows that Ms. [redacted] did put a little more down (specifically $154.56
additional) then what is stated
in the website ad, that additional money
down contributed to a lower monthly payment of $93.09
+$5.91 tax= $99/mo. ($6.29
less/mo) That payment reduction totals a savings of $226.31 over the 36 month lease period. Her lease agreement also included an
Anti-theft security vehicle VIN etching agreement (at a cost of $159 + tax)
which offers a $2500 payout benefit if her leased vehicle was stolen and not
recovered. Ms. [redacted] signed for this protection policy
on two separate forms (the lease agreement and Anti- theft product agreement). She stated that she was not happy about
putting down any additional down payment and was not happy about purchasing the
Anti-theft VIN etching, which she said she did not want. Ms. [redacted]
also asked to have the lease acquisition fee of $595 “waived”. I explained that this fee is charged by the
bank, and is clearly listed on both the lease contract and in the website ad
and cannot be “refunded” or “waived” as it is paid to the bank as a requirement
of the lease company.She then stated
that she probably should have read over the lease agreement more thoroughly
before signing contracts and taking same day delivery. However, in the interest of customer satisfaction, I immediately
processed a refund check to her for the cost of both the Anti-theft vin etch guarantee plus the
additional down payment monies she had put down, ($169.10 + $154.56= $323.66 total ), at the same time still keeping her reduced
lease payment at $99/mo including
CT sales tax ( not $105.29). I handed the
check to Ms. [redacted], we shook hands and she said she was happier now. We spoke
about her coming back in a couple of years for another Honda lease. She stated
she would like to work with me. I said
“of course” and I thanked her for her business. We value Ms.
[redacted]’s business and look forward to a good working relationship moving
forward. To go one step
further in our effort to satisfy Ms. [redacted], I am extending an additional
offer of one full year of factory scheduled maintenance for her new 2014
Civic at no charge. This offer has been entered into her service file in
our computer system for her to utilize as needed. Sincerely, [redacted] General Manager Lia Honda of Enfield
I am aware that [redacted] in Torrance, Ca is suppose to be handling my request to have my info removed from their system. However, someone from Lia Auto group promised me...
information to facilitate this and never did. I have filed a complaint with all the documents needed to [redacted] in Torrance, CA but have gotten no response
On
Feb 25th 2014 [redacted] spoke with Ms. Persaud
and sent in all the
documentation for the cancellation of the vcs to [redacted]. The cancellation was stuck in
processing because the customers signature was not on the original cancellation. A few weeks later Nick spoke with [redacted] and followed up with [redacted], who stated that they were 62 contracts behind on cancellations. The warranty was
canceled and confirmed on 10/14/14 with [redacted] and Ms. [redacted] is to receive 100%
of her refund.Thanks,[redacted]Lia Toyota of Colonie
The employee gave me the name [redacted] when she called me. I later found out her name was [redacted]. When I asked her how she got my personal information she refused to tell me. I purchased a vehicle with my boyfriend and she used his name to find me in their system. The Lia group has an...
obligation to ensure that my personal information is protected and used appropriately by their staff.
We would be happy to reimburse...
Mr. [redacted] for the cost of his service, he would need to provide us a copy of his receipt. Going forward he can have the services done at our Honda location. He should contact Heather D[redacted] at ###-###-#### to arrange refund. Michael A. C[redacted] Controller
Tell us why here..With regards to the complaint filed by Ms. [redacted] with The Revdex.com, we were able to duplicate her complaint of the A/C not blowing cold. We found that compressor experienced a catastrophic failure causing a failure within most components of the A/C system. It...
was necessary for us to replace the condenser, compressor and both A/C lines due to contamination of refrigerant oil. The repairs were covered by factory warranty and Ms. [redacted] has since taken delivery. After Ms. [redacted] left she returned immediately with a complaint of a noise while driving, we test drove with her to verify the noise and found a piece of rubber had become lodged in one of the tire tread causing the noise. Unfortunately we were unaware of any brake issues as that was not stated on the repair order dated 9/28/2017. Talk to Ms. [redacted] on 10-25-17 at 1:35pm to discuss issue with brakes saying there is a pulsation when applied and were willing to repair brake rotors at no cost to her set service appt for the following week to get repairs done. We apologize for any inconvenience and hope to regainer confidence in Lia and the product. Chris [redacted]
Samantha at my office contacted [redacted] and received the credit card information to process a deposit refund of $500.
I didn't want anything from them, just wanted to have it on the record for public good but if I have to request something then I want an explanation.
We will NEVER go back to Lia [redacted] again - This one you won't believe...but it's true. My wife's car, a 07 [redacted], was in need of repair(a tree branch from our neighbor's tree fell through the grill - it was in February that this happened.) So, we were going to bring it to the dealership (the best one for [redacted]-Northway) BUT they had just closed their body shop...so we had to decide quickly where to send the car to get repairs(body work-roof/hood/windshield smashed/lights broken)..so we said we'd rather go to a [redacted] Dealership cause they will have right parts. Well, that was a HUGE mistake. Lia Collision was the worst. First they had the car for almost 2 weeks(the insurance said 10 days most likely). We got it back in March(remeber that is a colder month in NY). Then after we got it back, we didn't notice that the a/c didn't work correctly until June(when it gets hotter). Brought it back MULTIPLE times for them to fix it, they couldn't firgure it out. Then after I said to the guy to PLEASE send it to your [redacted] SERVICE department and have them fix it - they called me to tell me that I would have to pay for a $1500 coil part(the A/C that THEY had broken?!)! I told them NO way, to talk to my insurance and hopefully they would order the part and pay for it. After ANOTHER couple weeks, they finally got that fixed. Now fast forward to the FALL(Sept), and dew usually forms on the outside of the windows because it's colder outside...well, my wife said she had to bring a towel to wipe off the dew on the INSIDE of her windshield! Also, they made the entire inside feel very humid, and soon the carpets were soaked and the seats damp. It was like driving a cesspool and my allergies would flare up each time I had to bring this car back to Lia! They did try to fix, but after they removed and tested the windshield with water...it came back - and UNDER the carpets were ruined also! So, brought it back again(after I spoke to an attorney), and said we will need you to pay for the NEW CLAIM we put in for the car - ANOTHER $500 deductible - and they refused - said they would try and fix - but by THAT TIME, my wife and I didn't TRUST their staff anymore! So now it's coming on November - and the NEW Collision Manager says to us to bring it in OR "we want to make this right" - and offer to get us into a newer car if that's ok. We JUST wanted our car back fixed, but we didn't want them to wreck it any further. But after looking at what we might have to deal with(the carpets/seats) would've had to be replaced. Now we still didn't know where the water was coming is - bad seal/bad body work - NO CLUE! So we decided to get rid of it, and get into a newer 2010 [redacted] - with less miles(But it was WHITE!)...of course we had to SPEND $2K to upgrade(when again, ALL WE WANTED WAS OUR 07 [redacted] back ALL FIXED!)
NOW for the mess with the 2010 [redacted]:
So we thought we got a good deal, picked up the car at the beginning of November - 8 months after we brought our other car in for repair...now I said it was WHITE. Leaves would fall on the car from the same neighbors tree, and when I pushed them off - they were leaving stains!! Ugly, reddish stains, all over the car! So, I brought it to a detail specialist at Northway [redacted], who took one look at the paint, and said "it's dead". So I brought it back to Lia to document the problem - this was BEFORE the 30 day return policy/warranty was up. Then had to bring it back the next week for them to take pictures of the stains...and then bring it back the following week for a [redacted] Rep to take a look at it. [redacted] said it was from "environmental effects" - so they are NOT going to do anything. So Lia did only thing they could do - they washed/buffed/waxed it, and told me to wax it every three months - that was their only advice. My wife and I just wanted our 07 [redacted] back and we'd still drive it for 5 more years at least...we will never go back to Lia for anything. Terrible place!
1) 9/23 went to Nissan & was told by Shawn M[redacted] & Steve (from parts) that there is nothing that can be done with these vents & go to a body shop (no mention of Nissan taking any part in fixing the issue).
2) Blatant LIE - was never offered an appt to return to Nissan to have body shop do anything. 3) Called Adam F[redacted] on 10/9 @ 1:10 & left voice message for him to call me. He didn't call me so I called again @ 4:45 on 10/9 & spoke with Adam explaining the Glare issue. He said he'd call me by the end of business day on 10/10. No call. Email was sent from Adam on 10/16 @ 10:19am instructing me to view a website for Soft N' Cushy Auto - no mention of Nissan paying for anything. I did not respond to him because I didn't think it required a response & I had already sent my complaint to Revdex.com & was waiting for Revdex.com's response to this situation.
4) 10/9 phone conversation - Adam advised me NOT to trade in this vehicle because I would take a Big Loss as it is considered a "Used Vehicle".
On 9/11 I told Steven B[redacted](salesman) I wanted a 2016 Rogue & he said the 2016 Rogues are not being sold until Jan 2016. However, a friend of mine bought a 2016 Rogue on 10/27.
On 9/16 @ 3:30pm I was instructed by Steven Ball NOT to complete the Nissan Survey when I received it.
I spoke with [redacted] and he stated we did everything with customer service in mind. Unfortunately, there is no way to swap the vehicle she bought to a vehicle with more equipment, at no cost to the customer.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have sent Mr. [redacted] of LIA Toyota the following response:Dear Mr. [redacted]: I am going to tell the Revdex.com that I do not accept your response regarding my significant issues with Lia Toyota and [redacted]., and I ask that we then drop this matter between us. I am writing this because I want you to understand in full why that is so, and I have a sense you will then better understand my unhappiness with Lia and [redacted]. From your email below, which was very helpful in allowing me to fully understand how very poor the [redacted]-Lia process is that we were brought into, perhaps you will also understand how adrift I believe this lease purchase is for me and my wife. I think you want to really examine the following points.Please note the following:1. We were contacted by [redacted] in August, about five months before the completion of our lease agreement, to visit Lia WITHIN ABOUT ONE WEEK and take advantage of a new lease with the proviso that the last five or so months of our old lease would be forgiven. Because of this, please note the following.2. Therefore, we did not receive ANY package - sent 2-3 months before closure of the old lease - to have us use a template regarding wear or use. We could not have - we were invited to have the remaining lease months forgiven if we purchased a new lease early;3. In addition, we did not receive ANY phone call or contact from a third party offering an appraisal at no charge. We would have, absolutely, done that - but we were not given the opportunity since we were invited to have the remaining lease months forgiven if we purchased a new lease early;4. On the phone call with [redacted] to complain about the "damages" bill, we were specifically told to talk with the General Manager of Lia about the bill, and it was [redacted] that told us they were recording the conversation - not me recording the conversation. If they honestly recorded, maybe someone should listen to that to learn what [redacted] is telling callers;5. You state that when in the process we learned of an inspection to take place is "irrelevant." Perhaps to you it is that, but it clearly is not that to me. Given that NONE of the above was done for me, since I responded to a promotional call FROM [redacted] to get a new lease WITH LIA, I was absolutely left adrift in a process that did not offer to me what I would have been offered by not responding to [redacted] phone call - and Mr. [redacted], there is no way that I would know about any of that, at all. None of it was offered to us with either of our previous leases as well, although the process for those leases were conducted much differently than what we have recently experienced. If I had had an appraisal, I might have opted to fix any wear or use damages myself, and that decision was taken from me - and it is the crux of my complaint that my options were taken away by the poor process that you entered me into.I understand that we will not reach any mutual agreement in this matter, and I hope you understand why this is the last promotional agreement I will have with Toyota, [redacted] and LIA. I am going to investigate other car makers with a more experienced eye - you have all taught me to do that very carefully from this experience. I am sorry that this is the result of a new lease experience: it poorly colors everything about the great RAV we are driving, and it does not color it well for any of us.I hope that you will take this experience to those making decisions at Lia and [redacted].Respectfully;* Regards to the Revdex.com,*
In
response to this complaint let me first clarify some points. All tires on all
vehicles are warrantied through the manufacturer of the tire. The...
tires are
warrantied only if there is a defect(manufacturing or otherwise) in
the tires that would lead to something like tread separation but not normal
wear and tear or a flat caused by driver negligence or for example a nail in
the road. Ms.
[redacted]
stated in a phone conversation that she had with me that her mechanic told her
there was a bulge in the sidewall prior to her flat tire. She chose to ignore this
and drive on the tire anyway. A bulge is generally caused when the
tire impacts a curb thus causing a potentially hazardous weak spot in the
tire and something that should be addressed promptly. Ms.
[redacted] chose
to have the vehicle towed to this dealership and thus bypassed a Hyundai
dealership that was much closer close to where the incident took place. Hyundai
Roadside will always tow a disabled vehicle to the nearest Hyundai dealership
at no charge. She chose to decline
that option and have the vehicle towed to Lia Hyundai in Albany NY some 50
miles from where the incident occurred. Which automatically results in a charge
to the customer. This was explained to her during her conversation with roadside assistance. Ms. [redacted] also chose to have the
vehicle towed from this(Lia Hyundai) dealership before a repair order could be
written and a technician assess what damage was done to the tire. She made this choice after
she was informed that we would not be reimbursing her for her tow and that
barring a defect in the tire a new tire would cost her money.Sincerely,
[redacted] Sales Manager [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In regards to the response sent over by the hyundai dealership, I would like to indicate my view on the matter. For starters in their response they indicated false statements. Lia of Hyundai was the first and only Hyundai dealership I visited, let alone contacted. Secondly when trying to view and pick a vehicle of my interest I had no clue to what vehicle I wanted, so therefore the genius coupe was not the car I came in looking for exactly. [redacted] the salesman who helped me throughout the process was very persistent on the genesis coupe in particular because it was on display inside, I asked him if it was offered on white and it was so we arranged the test drive. With the test drive I from the beginning did not feel at all comfortable driving the vehicle. The genesis coupe is equipped with a very strong engine and speed like qualities and ii came to get a big feel of that when test driving it. The whole test drive I felt nervous, and scared behind the wheel not comfortable at all, but with that [redacted] said no worries with time the car feels better. As we worked out way back into the dealership after the test drive, [redacted] was very persistent on me filling out all the papers quickly all before even explaining the cars features, mileage, etc etc. the time was winding down and I had an event to attend, therefore I informed [redacted] it would be more convenient for me to return tomorrow and take my time and analyze what best suited me. With that [redacted] and one of his managers informed me I needed to put down a deposit before leaving the dealership because if I did not I was going to lose any deal they offered me or further assistance regarding the vehicle. Being pressured with time and the fear of losing any deals I went forward with putting an initial deposit down of $1500 which I was informed was the minimum I needed to place for the vehicle. After processing the transaction [redacted] and the manager informed me that the deposit I had just placed was "un refundable". With that I was I quite upset because if I therefore did not have anymore interest in a Hyundai vehicle I was going to lose quite a bit of money. I was now being pressured even more to get the vehicle. The next day upon returning I went in and [redacted] quickly informed me it was his "day off" and he did not have a lot of time therefore I needed to quickly fill out the paperwork for the car, all this before even asking me if I had any other interests toward another vehicle. I informed him again how I was not comfortable with the car due to the test drive but he again stated it'll all be fine lets just finish up the process and then we will go over everything once the paperwork is signed. With the fear again of losing my deposit I had placed the previous day I asked [redacted] if I were to leave and again not deal comfortable with the vehicle is there a way for me to come in and just simply get out of the lease and he replied with a yes, that it was a very simple process and all they would do is try to help me find another vehicle or something that best suited me and just change the lease from car to car. Trusting him I was next asked to go into the finance office to fill out and finalize the paperwork while in their the finance person was very quick with the paper work informing me on each document that it was quite simple and nothing really important and to just sign. In regards to the general managers response in saying his finance office is trained to specifically and clearly address every single document in an under stable matter, I would have to disagree because that training and professionalism was not demonstrated when explains the paperwork to me. Every single document was rushed through by the finance guy and ended with a quick sign there! He said any questions I had regarding the documents I was to ask [redacted] after signing and finalizing all the paperwork. With that I ultimately asked the finance person once again to reassure my doubt in the lease by asking him if I were to leave and felt I satisfied with the vehicle would it be possible to just return and and simply just end the lease and he replied by saying yes it was quite simple and easy and that if that were the case they would be more than glad to end the lease and help me out to see what best suited me. The finance person said as long as I was not with the vehicle for more than a week I was able to end it all. With that I finalized all the paperwork and headed towards [redacted] where he had my keys and said I was good to head on home and that any further questions I could just call him or come on in. I was not thrilled nor extremely happy as the dealerships response stated, I was more or less pressured into obtaining the vehicle because of the fear of Losing the sum I put down for a deposit. Upon leaving I had to quickly head to work where I was able to drive it once again and the same fear and uncomfortable sensation ran through me. Right there and then I knew once again I was not feeling safe or uncomfortable driving and that the car was not for me. The very next morning I returned and headed towards [redacted] and handed him all the car paperwork and keys and informed him I was not satisfied with the vehicle or uncomfortable with it that I was pressured and did not feel secure so therefore I wanted out as he said I would be able to. Right there and then an urge of anger and disappointment ran through [redacted] as he said okay I can help you do that but why, why are you doing this? Again I informed him and gave him my reason and that's where he informed me he needed to talk to his general manager so I can get the help I needed. [redacted] informed me that the general manager nor the dealership was able to help me with that due to it being the weekend and that they would be too busy to handle such situation. That it was best for me to come on in on Monday so they can help me end the lease and find something best suited for me. I asked him if he was sure and he again said yes just come in Monday. He informed me that the general manager was too busy to inform me also that everything will be ok and come Monday we will help you out. Upon returning Monday I went in and spoke to sal the general manger and that is where he informed me all about the lease and said there was nothing he can do for me. He informed me that whatever [redacted] or the finance person told me must've been a lie and that they were confused themselves with the information they gave me. As I explained in my previous complaint in detail about what occurred that Monday is exactly how it followed, no assistance and rather being disowned by the very company I was locked in with for 3 years. In accordance to the dealerships response I did not return days later unhappy about the car because of the price or the seats, I returned because of the discomfort I felt with the vehicle and the unsafe urge I felt from the very first time I got behind the wheel of the vehicle.In conclusion, I went in on a Wednesday and left a deposit which was I was later told was un refundable, I returned the following day a Thursday to complete the paperwork due to being pressured and fear of Losing my money, and initially returned the very next day less than 24 hours after signing to inform them I wanted out, in which I was informed I wouldn't receive help until the Weekend passed making it Monday, and on Monday I was not helped and informed the complete opposite of what I was previously told. I am still upset at how business was handled at Lia of Hyundai and how the employees there scammed me and lied to me in having me get and stay in to a lease. To this day I am still Uncomfortable with the vehicle and continue feeling a sense of worry and fear upon getting behind the wheel. The car continues to sit in my driveway as I try to work the situation out and finally receive some help after the disastrous experience I endured. Again I state I do not agree with the dealerships response and therefore finalize by saying it does not resolve my complaint or situation. Again I just hope for justice being served upon this dealership and their unprofessionalism.
Regards, [redacted]
Mr.
[redacted]
Our
salesperson advised that there may be charges to the car for excess wear and
use. That is the case with any lease...
being turned in and is contractual
between the lessee -you- and the lessor -[redacted]).
He was giving you the professional courtesy up front. Whether it was
before, during, or after the sale is irrelevant. As discussed, [redacted] hires
an outside company that inspects the vehicles with their strict
guidelines. Lia Toyota has nothing to do with their inspection parameters
as the lease is through [redacted].
As
for being offered the EWU insurance on the previous lease, you leased it from
another dealer. We had no involvement with that transaction.
The
statement that you allege made by [redacted] that you should come to Lia and have the
bill forgiven is a statement I have never heard before from [redacted]. I would
take your recording and ask to play it for the [redacted] branch manager. In my
experience the only company that can forgive a lease charge is the lessor-[redacted].
You
claim that there should be a policy that the customer should be given all
information before the sale. I assume the dealer who you brought the
original lease from provided you with a lease contract. This details your
obligations to [redacted]. As well as their obligations to you. Also, you
received a packet from [redacted] showing all of your lease-end options (usually 2-3
months before) including templates for acceptable wear and tear. In
addition, you were called by their 3rd party company to schedule a
pre-inspection of the vehicle at no charge. If you had accepted that, you
also would have know in advance what the potential damage charges would have
been.
Neither
[redacted] nor Lia Toyota have acted unethically in any part of this transaction.
Lia will not be paying for any charges incurred.
Respectfully
Donato B
Lia Toyota of Colonie
2116 Central Avenue
Schenectady, NY 12304
To Whom It May Concern:I spoke with the customer ([redacted]) and he agreed to have LIA VOLKSWAGEN take care...
of his
last three payments on his current lease turn in of $ 576.51. [redacted] did
sign the due bill stating that we would handle the last three payments, also it
is written on the original purchase order signed by both parties. [redacted] bill is from [redacted] for excess wear and tear, and we (LIA VOLKSWAGEN) do not pay for that.
That is on the customer, as stated on the original lease document he signed when first leasing the vehicle.Sincerely,
[redacted]
Lia Volkswagen of Enfield
General Sales Manager
To Whom It May Concern:Lia Toyota of [redacted] has addressed Ms. [redacted]'s concerns with regards to her
Toyota Matrix to the best of our abilities and feel...
that we have done
everything possible at this point to assist her. Upon examination of the
reported damage we do not feel it was caused by our work addressing the recall
however as a good will gesture we did have the scratch buffed and the vehicle
detailed at no cost to Ms. [redacted]. On March 17th we did call Ms. [redacted] and offer
1 more additional detail in an effort to maintain our relationship. At
this point every effort has been made to accommodate this customer and no
additional services will be offered.
[redacted]General Sales
Manager
Lia Toyota Scion of
[redacted]
[redacted], [redacted]
Phone: [redacted]
When we received the complaint, we set an appointment for the customer to drop the car off at Infiniti. We then sent the car to BMW for diagnostics and found a hydraulic line leaking. This repair is not covered by the warranty. So at that point we went beyond the normal guidelines to provide...
the customer with a loaner vehicle while his was being repaired and also offered to pay for half the cost of the repair as a gesture of good faith. I believe we treated the customer very fair by paying half the repair bill and providing a loaner vehicle while his being repaired. Steven [redacted] General Manager Lia Infiniti of Latham [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The vehicle has not been successfully repaired. After 10 trips to Lia, I couldn't afford the loss time and excessive mileage of 72 miles each way to continue using Lia's service department. Lia service department told me to drive the vehicle until I totally lost all gauges in dash before they would fix. I drove truck for 4 months with intermittent speedometer and gauges. I was always told to wait for issue to get worse or wait for updates. This vehicle has had many issues since I purchased, leaking fuel into engine oil (5 visits to fix) , lights not working ( 2 visits.still having issues) , check engine light (5 visits to Lia, still having problems), and more.Lia did not help to solve my issues, so I was forced to go to another dealership. Lia sales management is not trustworthy, tried to go back on agreement on what was promised during sale. I have had nothing but disappointment with Lia and this 2013 ram truck. Regards, [redacted]
We shopped 3 different dealership Groups for our next Certified Pre-Owned sedan. We narrowed it down to a [redacted], [redacted] or [redacted] as they are each made(assembled) in the USA by US citizens which is important to us, plus they are great quality vehicles that retain their value, are not used widely as fleet sedans, and are each known for their high quality reviews by well known vehicle rating entities like [redacted].com, [redacted].com, [redacted]a.com just to name a few companies. So after weeks of shopping we found a great deal on a 2014 CPO [redacted] that was being offered by the Lia Auto Group at one of their dealerships in CT, but was available for transfer to another(closer) to us dealership in NY. We worked with a salesman named Chris H[redacted] at Lia Nissan of [redacted]. He arranged the transfer of our car from CT to NY, had the accessories we requested put on like mud flaps, all season trunk tray, carpeted floor mats and the car hand washed & waxed prior to delivery. The car was a surprise for my wife who worked hard & retired early from due to health issues from her nursing career. We had narrowed our search to 3-sedans Lia offered, and my wife trusted my selection of which one we purchased. Chris shared that Anthony the F & I manager would handle the financing and would get us the best deal. I spoke with Anthony of the day before we picked up our [redacted]a and he said my wife would be financed through [redacted] bank as that was who she was previously financed through & they offered the best rate. Anthony said he felt it was a competitive rate & the payment was where we wanted to be so when we arrived on Friday to pick-up our CPO [redacted]a Chris showed me that everything requested was added & the car as promised washed & was still being waxed but that it would be ready by the time we were finished with Anthony. Well Anthony had taken it upon himself to continue to work with other financing entities to get us the rate he felt we deserved and proudly shared he was able to get my wife an even better rate than [redacted] had offered lowering our payment by almost $50 a month from what we had agreed upon the previous evening. Not many dealers will do this especially after their customer has agreed to a rate/payment the previous day, but not at Lia Nissan of [redacted], they go the extra mile for their customers & that's why we will be customers for life as long as Chris & Anthony are whom we work with as we just found out Chris is being promoted to Sales Manager, a promotion we are not surprised about !
[redacted] Re[redacted]
To whom it may concern:
This letter is sent in response to a customer...
complaint
sent in by Ms. [redacted]. First off, we
would like to say that we are sorry that Ms. [redacted] was not totally satisfied
with her recent lease transaction here at Lia Honda. We strive to offer every customer a smooth
and easy purchase experience, and it appears that she was not totally happy
with how the lease transaction went. Lia Honda had a website
lease special offer listed for a 2014 Civic LX for $99/mo (plus state sales tax
i.e. $99 + $6.29 tax= $105.29) with
a listed down payment requirement to get to that payment. Her lease
transaction was negotiated with the salesperson and the sales manager on
Saturday 9/13/14. The customer asked to
take delivery of her new vehicle that same day and we were able to do so for
her.On Monday,
9/15/14, Ms. [redacted] came back to the dealership to drop off the title to her
trade vehicle, which she did not have at the time of delivery. While at the dealership she asked for a
further explanation and a breakdown of her total down payment and how it had
applied to her Civic lease. The salesperson tried to offer his assistance, but he
really wasn’t the best person to explain as he did not have full knowledge of
the financial working of a lease contract.
At Lia Honda the lease contracts for the the bank are always drawn up by
a financial manager, not by a salesperson.
So after the salesperson had spoken with her, I brought Ms. [redacted] into
my office and reviewed the entire lease transaction with her. She again asked for a breakdown of the required
down payment for our specific 2014 Civic LX website ad. I gave her the total breakdown shown in the
ad. She asked why she had put down a little more down payment than what was
shown in the ad. She stated that she did
not want to put any additional money down. I reviewed her lease agreement and explained that while
the paperwork shows that Ms. [redacted] did put a little more down (specifically $154.56
additional) then what is stated
in the website ad, that additional money
down contributed to a lower monthly payment of $93.09
+$5.91 tax= $99/mo. ($6.29
less/mo) That payment reduction totals a savings of $226.31 over the 36 month lease period. Her lease agreement also included an
Anti-theft security vehicle VIN etching agreement (at a cost of $159 + tax)
which offers a $2500 payout benefit if her leased vehicle was stolen and not
recovered. Ms. [redacted] signed for this protection policy
on two separate forms (the lease agreement and Anti- theft product agreement). She stated that she was not happy about
putting down any additional down payment and was not happy about purchasing the
Anti-theft VIN etching, which she said she did not want. Ms. [redacted]
also asked to have the lease acquisition fee of $595 “waived”. I explained that this fee is charged by the
bank, and is clearly listed on both the lease contract and in the website ad
and cannot be “refunded” or “waived” as it is paid to the bank as a requirement
of the lease company.She then stated
that she probably should have read over the lease agreement more thoroughly
before signing contracts and taking same day delivery. However, in the interest of customer satisfaction, I immediately
processed a refund check to her for the cost of both the Anti-theft vin etch guarantee plus the
additional down payment monies she had put down, ($169.10 + $154.56= $323.66 total ), at the same time still keeping her reduced
lease payment at $99/mo including
CT sales tax ( not $105.29). I handed the
check to Ms. [redacted], we shook hands and she said she was happier now. We spoke
about her coming back in a couple of years for another Honda lease. She stated
she would like to work with me. I said
“of course” and I thanked her for her business. We value Ms.
[redacted]’s business and look forward to a good working relationship moving
forward. To go one step
further in our effort to satisfy Ms. [redacted], I am extending an additional
offer of one full year of factory scheduled maintenance for her new 2014
Civic at no charge. This offer has been entered into her service file in
our computer system for her to utilize as needed. Sincerely, [redacted] General Manager Lia Honda of Enfield
I am aware that [redacted] in Torrance, Ca is suppose to be handling my request to have my info removed from their system. However, someone from Lia Auto group promised me...
information to facilitate this and never did. I have filed a complaint with all the documents needed to [redacted] in Torrance, CA but have gotten no response
On
Feb 25th 2014 [redacted] spoke with Ms. Persaud
and sent in all the
documentation for the cancellation of the vcs to [redacted]. The cancellation was stuck in
processing because the customers signature was not on the original cancellation. A few weeks later Nick spoke with [redacted] and followed up with [redacted], who stated that they were 62 contracts behind on cancellations. The warranty was
canceled and confirmed on 10/14/14 with [redacted] and Ms. [redacted] is to receive 100%
of her refund.Thanks,[redacted]Lia Toyota of Colonie