ComplaintsforNorm Reeves Honda Superstore Vista

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 09/06/24 I went to Norm Reeves Honda in Vista to buy a car using a ****** auto program that they offered. The price was $26,450 ****** price that we agreed upon, then after a few days later I found out after reviewing my contract that my purchase price was $28,046 they did a bait-and-switch on me. Also the salesman tricked and lied to me into purchasing and alarm system that I dont need and want at all. He said it came with the car ( meaning he could not remove the accessory) a few days later after reviewing my loan documents that the alarm is optional. This delearship uses a lot of deception. I spoke to the Gen. ******** but he was just trying to cover it up and lies a lot, but I have all the papers and loan documents to prove it. The truth is my side. Please help me get my refund. Thank you.

  Business response

  09/27/2024

  We do not have any contract with *********** *****.  Please contact me with more information so that I can tend to your concerns.  ****** ******, General Manager 760*216-5900 or **************************************************************************************.

  I would like to address your concerns, just need a bit more information!  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 25th I went to Honda to buy out my lease I had several encounters with Honda and I had to sign two different contracts. I have a lot more to write but it only lets me write out certain amount of characters. I can explain more.

  Business response

  07/12/2023

  Customer was able to contact me directly and I am making her copies of contract to be picked up Friday.  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ask for information on price in a Honda accord and they couldnt answer my question so I ask to op out and not to call me. Well ********************* keep calling me after I told him not to call I dont want to do business with the dealership. ***** keep calling and calling I have the phone calls on my phone history and the text that I text to stop. Also have the text that I received from the dealership that I was opt out and will no longer get any calls or text. ***** broke all the rules.The practice of this dealership should be against the law. Will follow up with a complain with the ********** of ******** Affairs and an attorney. I dont play games.

  Business response

  05/19/2023

  Hello ****************,

   

  I will immediately make sure that nobody contacts you from Norm Reeves Honda Vista.  This is unacceptable and we do not condone this.  If you need to contact me directly, please do so at ******************************************************************************.

  I will get this corrected for you now.  I apologize for any frustration that we have caused.

   

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

  General Manager

  Norm Reeves Honda Vista ************

   

   

  Customer response

  05/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 5, 2022 my wife and I purchased two used vehicles from this dealership after our SUV had a major engine blowout by our house. We purchased a 2014 **** Fusion Energi and a 2019 ****** Rav4. The first problem came with the ****. When we purchased the car we asked how many mile the car would get on the electric motor only. We were told the car would go 21 miles on the electric battery alone. After two weeks we had noticed that after charging the car over night we never got 21 miles but were getting 10 or less. In fact, the car continued to get less miles as the days went by. We took the car back to the dealership and they had us take it to **** to have the battery checked out. In the end, **** said the battery wasn't failing and Norm Reeves would replace it. They offered to take the car back but then stick us with our broken down SUV again. We asked if they would be willing to discount the car which they responded no and they were only willing to take back the car and start over on a new sale, which they also said they would not honor the original price on our trade-in. I pointed out that they lied to us about how far the car would go on a full charge. The refused to take responsibility for feeding us misinformation about the car. The second major issue came while we were still going back and forth about the **** and the possible return and purchase of a different car. The issue was that we noticed the Rav4 had some paint defects on the roof that had rust and paint bubbling. I mentioned this to the dealer at which point they said that was on us not them. I pointed out that even though we didn't purchase the paint protection, that the dealership tried to add on to the car, that they told us it had still been applied to the car and couldn't be removed. At which point the sales manager told us that they had removed it and it wasn't on the car, which is the opposite of what they told us. They still refused to fix the rust issue or the issue with the ****.

  Business response

  01/05/2023

  We offered to take back the **** but his trade in had already been paid off.  In order to reverse the transaction, he would need to pay ** back the money we paid to his original lender (his negative equity at a minimum or the full amount to retrieve the vehicle back and return ours.)  We also took the **** to a **** Dealer trying the get the battery replaced under warranty. Because it DOES "work", they said it is normal wear and tear and that the batteries hold less charge as they age.  Unless there is a bad cell and/or the battery is BAD, **** will not replace the battery.  Customer was given the opportunity to reverse the transaction and take his trade back but decided against doing so.

  We also offered to still take the trade in on a different car of his choice to be purchased but he refused that option as well.  

  The ****** is a 2019 and did not have any paint issues when it was delivered to ********************** and therefore his request to fix the paint was denied.

  We have since sold his trade through auction and suffered the loss due to the blown engine (that was not disclosed at time of trade).  We no longer have any resolution to offer ***********************

  Customer response

  01/06/2023

  To make this easier for the public to see the problems I am making a list of the lies Starting:
  

  1:) **** Fusion battery gets 21 miles on a full charge. The reality is it gets **** miles.
  

  2:) Rav4 was inspected. The reality is we have now clue what was done. We were told at time of the purchase that the Rav4 had paint protection applied to it. We didnt want to pay the mark up on that or the dealer added alarm. ******** told us the couldnt remove it but after talking to a manager they would discount it. Then they told us on the phone later that they had inspected the vehicle and also removed the protection because we didnt pay for it. The reality is we have no clue what the truth is. They either inspected the Rav4 and applied the paint protection on top of the paint rust and defects or they didnt apply any protection and just said they did to get the extra money and that is why they discounted it so easily.
  

  3:) Now they are claiming we didnt tell them about the engine issue with the Equinox when we traded it in. The reality was the engine had blown the day we bought the Fusion and Rav4, and we had told the salesman that. They were well aware the engine didnt work as they told us they were only going to give us $1,500 for the trade-in because the engine wouldnt run. The reality is they were well aware of the issues with that car. In fact, as of 1/05/2023 the day of their response the Equinox was still sitting in their parking lot and was not at auction. 
  

  With the amount of lies and deception this dealership is doing I feel it is necessary to file a complaint now with the *** and even local news agencies. The public needs to be aware of the predatory dealings this dealership does. We came to Norm Reeves Honda because we figured we could trust a big dealership and they wouldnt lie to us. We were wrong this dealership is ok with lying to their customers if it will make the sell. 
  

  
  

  Business response

  01/07/2023

  **********************, 

   

  There are no lies or deceptive practices here.  We sold you a preowned vehicle and the minute you returned with a grievance on the battery, we took it straight to the manufacturer of that vehicle and had it inspected in good faith.  It was under warranty and because the battery was not failing, the repair was not covered. Then, because you were not satisfied, we offered you multiple options to get out of the Ford.  You decided against both.

   

  The ****** was sold as a Used Vehicle.  It is no longer under the Manufacturer's coverage on paint as it exceeds the mileage.  Used Vehicles are sold as long as they can pass a rigorous safety inspection mechanically.

   

  In reference to your trade in, it is absolutely sold.  It was wholesaled and because it does not run was waiting for the proper transportation.  There is no need for name calling or making accusations that we are lying to you.  We have made multiple attempts at resolution for you and you have declined.

  We have sold your trade in after you declined our attempts at resolution.  

   

   

  Customer response

  01/18/2023

  I will say that I was happy your used Sales manager **** was willing to help ** return the **** Fusion. The issue came up with getting our old car back. I told a different Sales manager, *****, that I was willing to take the $1500 or keep it at $1500 to purchase a different car instead of you guys having to ************ the vehicle from auction. However, ***** refused to keep with the $1500 as was done with the original purchase. After a back and forth and no resolution we then found the rust on the Rav4. 

  As for the Rav4 and the paint. I have included pictures of the damage to which should have been caught in your inspection process. As for this being over mileage so there were no paint protections, again this is another lie. The Rav4 is a 2019 and only had ***** at time of purchase and was being sold, I believe it was, as one of your certified used vehicles. Was that just another lie to get us to buy this car? Also at said time of purchase there were the dealer addon which included the alarm and paint protection. Again we were told the paint protection was applied to the car but couldn't be removed but your sales manager removed the charge. One thing is clear there was no paint protection applied to the car. I took the Rav4 to 2 auto body repair shops and both places gave me a quote of $1500 to repair the rust and they both agreed there was no paint protection applied to the car. One guy suggested the dealership just polished the car and called it paint protection and was going to charge $1200 or $1700 for it. 

  If you guys had been willing to work with the rust on the Rav4 and the trade in value we would have bought that Honda Insight after returning the **** and would have probably ended all this on a happy note for all of us. But now all I am stuck with are two vehicles that I was lied to about what I was getting when I purchased them. 

   

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Crv2022 starting problem 4 times in less than 11 months . Meeting with Sales Manager if starting problem happens for the fourth time ..will place with Honda for full refund . Honda Emergency road service has the record of happening starting problem for the fourth time . Dealership is not honoring the committment mad *** the sales manager as such. If dealership cannot identify the problem with the vehicle that is not my problem .Conclusion: Dealer must honor the sales manager commitment and honor his words. Dealer must help senior citizens who lease the new vehicle not to have problem .Or dealer can offer some incentive to relace the *****

  Business response

  12/02/2022

  ****** ******************* team has not promised you to buy back your ***.  In order to claim the vehicle as a "lemon" you would need to follow the lemon law information exactly and we would have to be able to replicate the issue that you are having with the *** for the factory to inspect it as a lemon law consideration.  I would be happy to look at trade in of the *** for another car that *** be more suitable to your needs if that is an option for you?  Please contact me directly at ************************************************************.  Thank you so much!

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  2022 Honda Ridgeline AWD RTL-E VIN: *****************. Total cost ($52,896.61). In a nut shell the dealership installed an after market security system by (****) I was told it was a simple (5 system Plug and Play) and the dealership had the system removed by my request, there were over 16 connection points ,have photo of complete system after removal they did not tell me that my Hondas Electrical Warranty would now be VOIDED even after removal and I would have to deal with **** regarding any electrical issues especially if a person is out of state, the dealership has compromised the electrical system buy contracting through a third vender with no business connection with Honda only to profit from buyers. Buyers Manual 2022 Ridgeline, page (136) Factory Immobilizer ***************** System Alarm States DO NOT ALTER THE SYSTEM OR ADD OTHER DEVICES TO IT. DOING SO MAY DAMAGE THE SYSTEM AND MAKE YOUR VEHICLE INOPERABLE. I just cannot trust owning this vehicle knowing that the electrical system has been compromised. I like the vehicle and would agree to a full refund of said price above or a replacement of same model, make, ************* To be shipped direct from factory to dealership, no dealer trades, to have 7 miles or less on it. Honda dealers have a lot of exposure out there with these cheep after market systems, if Honda though that they should this APP they would have installed it. Seems to me this has the ringing of a large Class Action if this practice continues. Thank You, *****************************

  Business response

  04/07/2022

  This alarm has been removed and refunded at the customers request.

  Customer response

  04/07/2022

  The **** system was removed, But with the install & removal this has voided the factory warranty for the entire electrical system.  Page (136) of owners manual states that this practice is a no no. This third party **** has no connection with Honda and has compromised the entire electrical system. 

  Business response

  04/16/2022

  The Ridgeline was purchased with the alarm (which is a non-cancellable item).  The customer had set the alarm off on the showroom floor -prior- to purchasing this Ridgeline and was explained on the showroom that it had an aftermarket system by the general manager.  He had also reviewed the add on of the alarm system with our Finance Manager prior to taking the vehicle home.  Due to the customer's frustration with the alarm being in his car (after he took it home knowing all of this), we agreed to remove the alarm.  He then came back again and asked for a full refund.  We granted him his full price and taxes paid for the product as a good will gesture.  The unit was sold with full knowledge of the alarm system and in perfect working order.  He was not having issues with the alarm or the truck and to our knowledge has not had any issues.  He agreed at the time of removal and refund that this would make him happy.  We have gone above and beyond trying to make him happy and unfortunately we have come to the end of the road on options for him.  If he comes to us with ANY issues caused by the alarm system we will be more than happy to assist him.      

  Customer response

  04/17/2022

  I was not a wear until after I took delivery of the vehicle and then reading the manual at home I discovered that the dealership had violated Hondas policy regarding the (Adding to or the altering of the stock security system by letting a third party compromise the electrical system. Page (136) of owners manual discourage such practices, therefore they are in in my view in violation of a policy that Honda has laid out, and yet there is a total disregard for this practice and not informing customers that the third policy ******** Systems is a NO NO and do this for profit. 

   

   

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car has an oil leak and constantly smells of burned oil and ***** too much gasoline. I took the car back to the dealership and they sent me to the ************ which didnt help me at all. I returned to the *** in March 2, 2022 and *** dealerships said the car has a cracked manifold and requires a catalytic converter replacement. The cost is $3,000.

  Business response

  11/21/2022

  Unfortunately, this vehicle was sold on "as is" terms due to it's high mileage and price point.  The vehicles are sold with a safety inspection to make sure they are safe to operate however we do not offer any warranty on a vehicle sold with 

  over ******* miles.  This allows us to sell the units with very affordable pricing but that does come with a few inherent risks.  

  Customer response

  11/21/2022

  The response does not explain why the dealership sold me a car that had a severe oil leak.  That is a safety issue which they refused to repair. I had to put in 4 liters of oil every 3 days to keep the car running. This was a dangerous and expensive RISK the dealership saddled me with without ever disclosing this oil leak problem before I signed the purchase agreement. This constitutes fraud!
  
  

  Business response

  11/21/2022

  **************** when your vehicle was inspected prior to selling it there was not an engine oil leak.  As stated in my prior response the unit had very high mileage at the time of sale and was sold as is. I am very sorry that you are having this experience with this car.

  We are routine about our inspections.  We take the ones that do not pass to auction for this very reason.  We do not like to make customers unhappy.  Unfortunately there is inherent risk when a car gets past the ******* mile mark.

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