ComplaintsforMuller Honda of Gurnee

• Initial Complaint

  11/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2023 Honda Passport purchased June 5 2023. Salesperson was ************ **** made photocopies of our drivers licenses and social security card. We agreed on price, then price increased $2400.00 in finance office. My wife wrote check for down-payment of $3000.00. Next day, we received alert on checking account. Called ****, he said he talk to his boss and call us back, **** did not call back. Fake check was deposited in our account and $3000.00 cash was taken out with Fake ID. Our down-payment was stolen. We filed reports with our bank and Gurnee IL police department. The impostors stole money two more times even after account number was changed. Imposter used social security number as I'd and Fake I'd. A man and a woman both impersonated us. A total of $3700.00 was stolen. We left numerous messages email for owner Mark ********************* We did get call from a general manager at the Gurnee location. We have requested a sit down with Mark ******************** to show him our paperwork. We were told Mark ******************** is a very, very busy man. That was back on October 11, 2023. We have purchased 2 Hondas from ******************** Honda over the years and using their service department for 20 years. We believe ******************** Honda did not protect our personal information. ******************** Honda has no idea how upset we feel about this violation. We have been very busy too trying to recover our identities. This has been a total nightmare. I am still recovering from a stroke in January 2023. The salespeople at a Honda of Gurnee were made aware of this fact. We were easy targets. We want to know who stole our private information. We used to trust ******************** Honda, we were customers for 20 years. We cannot recommend this dealer to anyone, and we tell anyone who will listen about our identity theft .

  Business response

  11/28/2023

  Thank you for bringing this to our attention. I attempted to help the customer and address their concerns, but was not successful in doing so. We take our customer's privacy very seriously, and have processes and procedures in place to safeguard customer's information. We contacted the ********************** PD to further look into the allegation and assist in the case resolution. We are awaiting their response. Currently, we do not have any evidence that said identity theft is the result of the transaction at Muller Honda of Gurnee. We will continue to monitor this situation and looking forward to it's fast resolution. Customer Satisfaction is our number one priority, and we are here to assist our customers with any questions or concerns that they may have. 
  
  ***************************
  General Manager
  Muller Honda of Gurnee
  ************

  Customer response

  12/01/2023

   
  Complaint: 20917595
  
  I am rejecting this response because:  My husband and myself, offered to drive to ************* ** to meet with **** Muller to show him our paperwork.  Yes, I did tell the general manager I would not forward him my banking statements, I do not trust these people.  The general manager could of requested the police reports back on October 11, 2023.  Instead he waited until BBB was notified.  The general Manager did not dispute that photocopies of our ids and social security card were made.  What processes and procedures  has Muller Honda used to safeguard our personal information, our Honda paper file, etc. Any one there could of used a cell phone with a camera to steal our information.  The downpayment check was given to the finance person, what did he do with it ?  The imposters  gained access to our bank account number.  They made drivers licenses with our information and used the very next day.  This is a complete failure to safeguard our private information.  Who is responsible for this violation ?
  
  Sincerely,
  
  *******************************

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

  Business response

  12/04/2023

  As we have mentioned in the previous response, we did contact Gurnee ***************** and are awaiting their reply. When we inquired to provide us with the detail and the law enforcement contact, that request was denied by the customer. We will wait for the ********************** ***************** to conclude their investigation. It would also be fair to mention that the customer recently purchased another vehicle from another dealer. As there is no evidence incriminating Muller Honda of Gurnee or any of it's employees, we would advise the customer to refrain from any accusations going forward and allow the police department to conclude their investigation. We are here to help with any questions or concerns that you may have. 

  Customer response

  12/07/2023

   
  Complaint: 20917595
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  12/07/2023

   
  Complaint: 20917595
  
  I am rejecting this response because:
  Add to response of December 7, 2023.
  
  1.   No one from Muller Honda asked us for police incident number or contact officer.
  2.   Yes, we did buy a car from another dealership,  owned the car for 56 days, and we
         did not experience any fraudulent activity after its purchase.
  3.    We purchased a car from Muller Honda Gurnee,  and the very next day, our entire 
          down-payment was stolen with fraudulent id's.
  4.     We are still waiting to see Muller Honda processes and procedures in place to 
           safeguard customer's information. The salesperson ************ made photocopies
           of our id's and social security card.  Our id's and social security number was 
           used to steal money from our bank.
  5.     We called ************ on June 6,2023 at approximately 5pm after bank alert, the day          after the purchase, ************ said he would talk to his sales manager and call us 
          back that evening.  ****************** called us back.
  6.     ************ and we agreed on the internet special price , confirmed the price many
           times.  The internet price went up almost $2400.00 in finance office. ************ said 
          We  talked about this.  We did not. The internet price is false advertising in our 
           Opinion. 
  7.     What happened to our check after given to finance person, is another photo copy 
           made? How was our check deposited for payment, and by whom?
  8.     We may have more questions in the future. 
  9.     We feel the December 4, 2023 response from Muller is somewhat intimidating. 
  10.   We will tell the truth.
  
  We have had our lives stolen, no one can give us back that feeling of security.
  
  *** and *****************************;

• Initial Complaint

  10/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in July, 2023 to check lining around tires. ***** Manager of repair knew someone did it and asked. He had inside information. I didnt tell him. They drove my car into garage then took it out and backed it into a tree. Against better judgement the Director wrote for a free oil change. I went in yesterday and they ripped my axel boot. The car was just inspected and no problem. They pretended there was grease everywhere as the mechanic searched with a flashlight but there isnt a spot because they ripped it. They covered ******** with silicone caulk so I cant even see the damage they made. The car was fine when brought in.

  Business response

  10/27/2023

  This customer came in for service in early August. While the car was here for service we inspected it for fender liner issues. While it was here the customer stated that we backed her car into a tree.
  She brought this issue to ********** (Service Director) and was asked to show me the damage to the vehicle. Her car had over ******* miles at that time and showed significant signs of wear and damage on every panel. She pointed to a spot on the rear bumper that she says was not there and was damaged by our employee. When **** looked at it I could not see any damage as the bumper was so faded and already was scuffed.
  **** explained to her we would not be replacing the rear bumper cover but if in fact it was scratched here, we would provide her a complimentary oil change, which she accepted and has since received.
  While here for that complimentary service she was filming the technicians working on her car asking why the technicians were inspecting the car with a flashlight. 
  The advisor explained to her that is how they look over the car to make sure everything looks ok and within safety guidelines. 
  The next day we heard from my counter part service manager at our Highland Park location stating she is threatening to call the police stating we intentionally cut a cv boot on a front axle.
  They inspected her car with her and showed her it was not possible that the boot was cut but it was torn due to age and mileage.
  All of this said, *************** was informed she is no longer welcome at our store.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A purchased a vehicle here in April of 2021 with an extended warranty. I recently traded vehicles and have the loan paid off from the vehicle purchased at Muller Honda of Gurnee. I have been trying to receive the payout of that extended warranty for 1 month. I have sent all the paperwork that the bank has as well as the odometer reading and the Finance guy **** will not get back to me. I have called several times and left several voice-mails to get the process rolling. I have been in contact with the bank the loan was through confirming the account was paid off and now closed. The bank also stated the only documents they have available as proof have already been sent over to Muller Honda but appears that isn't enough for them. They have not reached out sense the paperwork was faxed to them

  Business response

  08/11/2022

  Good evening, ******.
  
  
  As per our conversation earlier today, we have completed the cancellation of your warranty. We will send the check to your home address via **** The tracking number for the package is 1Z1WX8710395965224. Thank you for your business, and please don't hesitate to reach out with any questions or concerns that you may have. 
  
  
  Sincerely,
  
  ***************************
  General Manager
  Muller Honda of Gurnee
  ************
  *******************************

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