We purchased a used Honda Crosstour on 1/20/2016 from your dealership (AutoNation Honda 104, Westminister, CO). After just two days of driving it, we found that the car was not working very well. It is not running smooth and is shifting on the right side. In addition, we did not get a call from the Services department to fix the issues we were promised would be fixed, including but not limited to: Front windshield broken Oil change required Back seats dont stay upright but fall down Replace tires Replace brakes This left us feeling very uneasy and we decided to return the car. We had a 3 day / 150 mile return guarantee. We called the sales person who we had worked with and told him we were coming down to return the car. He did not ask why or mention that they will fix the open issues. When we got to the dealership, Jeremy, the sales person calculated the mileage difference. His calculation was 28804 28635 = 231 miles (We took a picture and sent it to Autonations General Manager). If you actually calculate the difference, it is 169 miles. How does a person change 169 to 231? Why would a person do this? And more importantly what kind of person lies and cheats and does something like this? Jeremy kept insisting that the difference it too high and he will not take the car back. We explained that we leave 35 miles away and just to go home and come back to return the car alone will put 70 miles on but he was not willing to listen. We also itemized how much we have driven the car. The details are below: Date Day Trip Miles 1/20/2016 Wednesday Dealership to Home 33.8 1/21/2016 Thursday Home to airport 26.7 1/21/2016 Thursday Airport to home 26.7 1/22/2016 Friday Home to kids school 1.4 1/22/2016 Friday Kids school to home 1.4 1/22/2016 Friday Home to dealership 33.8 Total Miles: 123.8 At this point, we asked to speak with his manager. Jeremy refused and said he himself was a manager, manager of online sales. When we asked to speak to his supervisor, he reluctantly brought Ben out as his manager. Ben had made up his mind even before he spoke one word with us. He did not bother to check the calculations. He pulled out a carfax report from 4 days before we brought the car and said that the calculations were wrong and he needs to gives us 40 miles back. But then he went on to say that even with that, 231 minus 40 would be a difference of 191 which is way too high and so he will not take the car back. Our point is, even going by your numbers, the difference is 169 and you said we need to take 40 more miles off so that brings it down to 129 miles, way under 150 miles. Also, this number, your number of 129 miles is actually very close to 123.8 miles, the number of miles we calculated and are shown in the table above. So, we are under 150 miles and within 3 days, as per the agreement. Manager Ben is the one who identified the 40 mile error. We are really not sure why Ben and Jeremy are refusing to take the car back. My husband also offered to pay for rental for 3 days but they would not listen to that either. Ben was very loud and very rude. I asked for his business card. He said he did not have one. So, I asked for his contact information and he refused to give it. I then asked for his manager. He said she was in Florida. We told Ben and Jeremy that we were leaving the car and the keys there. I also asked Ben for his managers contact information and business card and he said he will get it and then both he and Jeremy left to get it and went in their room and did not come out. We waited several minutes and then went to get the GMs number and again brought the calculation errors up but instead of listening to us, Ben threatened to call the cops on us!! The receptionist was very helpful, more helpful than Managers Jeremy and Ben, and connected me with the voice mail of the actual Manager, Janice. I left two messages with her on Friday night itself. In addition to summarizing what had happened in the voicemail, I had also indicated that we have left the car on the very first parking spot right off of the front door and had given the keys to Ben and Jeremy. After leaving 3 voicemail messages, we got an email from Janice and we set up a time when we could talk over the phone. She did not call. Since then we sent another email, left a voicemail and called three more times all of which went straight to voicemail. We have several more statements that were made by the people we interacted with but our goal is to come to a resolution. We are appalled and mortified at the way we were treated by the employees. Even though they committed the mistakes, they refused to admit to them or listen to reason, and do the honorable thing by taking the car back. Apologizing for their multiple mistakes would be too much to ask. In the meantime, we are without a car. We cannot buy another one since we dont know if we are going to get our money back or not. My family and my children are being greatly impacted. The rating of 1 is because we need to select a rating. Actual rating should be in the negative.
den2016
Jan 26, 2016
