ComplaintsforWhite Rock Honda

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased 2022***** from White Rock Honda and brought it back for the detailing because it was scratched and dirty inside. It was damaged even more during the re-detailing and the video footage(evidence) from the rear view camera has been deleted. Our sales person is not helping to deal with that issue. As per his text message recommendation, I send several emails to GM (general manager ) but she refused to deal with my complain. I purchased this vehicle from White Rock Honda and its nothing but pain to deal with them. I wouldn't recommend this dealership.

  Business response

  27/03/2023

  Hello ******,

  In response to your message that we replied to you via email already a few times regarding the purchase of your Used ***** in which you brought back in for a ********* a few months after your purchase, we have explained that we did not damage your trunk lip on the vehicle as we would not have been opening and closing your trunk to put something in it nor have we deleted any video footage off of your vehicle as we would not have known how to do that.  I have welcomed you to come back to the store to show us where this video has been deleted and see the time stamp of the day you were in for service.  If it shows my detailer did in fact delete it and shows that time from when we had the vehicle in for service, I said I would repair the paint on the trunk lip but you have continued to not respond to me on this.  Additionally, when you picked the vehicle up and looked at the detail you did not mention anything was wrong with the detail and then a few days later called to complain about your trunk lip of the vehicle.  Additionally, at the time of purchase and review of your vehicle there is no mention of any scratches on your Used Vehicle that you purchased that were needing repair or we agreed upon.  As with all Used Vehicle purchases, there can be blemished on the vehicle as it is not being sold as New and if we have any agreed fixes to do they are noted on the sales agreement and the We owe sheet that is signed.  None of which are noted on your contract.

   

  We are sorry that you were not happy with your experience here and feel that we caused damage to your vehicle during a secondary full detail. As stated before we offered to help with setting you up with someone at our cost to fix the trunk lip paint at our cost if the video does not show it was deleted, but you have refused to bring the vehicle here to show us the video was deleted as you stated and there is nothing we can do until you do this.  Again, we do not want you unhappy with your experience but honestly, we did not damage the vehicle and do not know how to delete footage off of your *****'s dashcams, as we are not a ***** dealer. Please let me know if you want to come in to show me the video deletion that you have stated.

• Initial Complaint

  22/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This dealership sold a vehicle to me which was not road worthy. Shortly of purchasing the vehicle that developed a severe wobble and I had to have the vehicle towed to the nearest dealership. This vehicle was diagnosed to have excessive wear in critical front end and steering parts (upper and lower ball joints on both sides) that were not disclosed at time of sale. The vehicle was brought to ** ***** in Surrey for diagnosis where I ask the repair associate if this should have been seen before the sale as White Rock Honda said they did a safety inspection and said they just need new brake pads, and he said yes. This was brought to White Rock Honda's attention and after a week of not hearing from White Rock Honda of the vehicle not being road worthy White Rock Honda explained they were not going to help us and said it was my problem as the manager immediately accused me of causing the damages myself although the vehicle has not hit the dirty since I bought it. At that point told ** ***** to go ahead and make the repair as needed as I need an operational safe vehicle. The initial repairs cost $3025.56 with further repairs of $1329.97. Another part of the sales contract was a cash back reward if we took out a loan for the purchase of the vehicle where I would receive 6 months' worth of interest if we took a loan out through them. We did not need to apply for the loan as we have our own funds. But were pressured to take out the loan for the cash back. Which we reluctantly decided to do. When I have applied for the cash back, I got no response after several attempt. At this point I am weighing my options to take them to small claims court as I have no faith in this company ability to negotiate in good faith as I have done from the start. Please can you advise me on how to further my complaint. Thank you ****** ******

  Business response

  28/11/2022

  I received the letter from ****** that he signed and have attached it with the Bill Of Sale.  I have also included the advertised pictures of the 18 **** ******** that ****** purchased, with a copy of the ****** that he received at time of purchase.  I am sorry that ****** has had issues with the 18 **** ******** that has needed repairs on the ball joints. However, as stated by ****** in his letter that I received in October 2022 “On April 4, 2022, ****** was driving the **** in Langley when it suddenly developed a severe wobble.”  This goes to the fact that this did not happen until April 4th, which was 36 days after purchase and 1500km past purchase kilometers and is clearly something not included in the Certified ******* Pre-Owned Promise attached for 90 day Powertrain Warranty.  As with our attached Safety Inspection, that is a 106 point inspection that you received a copy of clearly had no issues with the Drive Function, Drive System and underbody as seen attached.  As ****** stated, that the check marks look hastily, that is completely not true and check marks are not indicative of quality of inspection but rather a persons type of writing style, and they are clearly there to show the vehicle was inspected and to show if that specific criteria passed safety levels or not.  Hence, here at White Rock Honda we indicated on the safety that the Rear Brake Pads did not pass and were fixed at the time of Safety Inspection with the Rotors.  This shows if something is below safety requirements, we fix it prior to sale of the vehicle.

  
  The vehicle ****** purchased was advertised with Aftermarket products on it as clearly shown in the pictures on AutoTrader, Cargurus and our website, not labeled with ****s branding which goes to show not OEM Parts.  The vehicle was not modified at all during your initial inspection on February 22, 2022 and between the delivery date of February 27, 2022.  ****** additionally stated in his letter that “you were unaware of is that the lift on the **** was not installed correctly” which goes to show you knew at time of purchase that there was an aftermarket lift installed on the vehicle and did not see any problems with the vehicle yourself.  Additionally, after the ball joint repair from Go Auto Dodge, you state you had another repair to be done 1 month later (which you did not attach the bill for in your letter) for approximately $1500 from an unknown location/vendor/dealer.  That should be at the expense of Go Auto Dodge as you had additional work done after their repair in April in which you paid for and is not inclusive with work done by White Rock Honda. 
  
  As for the finance interest accrued over the 6 months of the loan, I have had accounting make a cheque up for $659.04 for the interest charges based on term of loan and total interest to be charged divided by the months to get interest charge per month.  I can have the cheque mailed through Canada Post or you can pick it up at Reception Desk Monday to Friday.  Please email [email protected] and let me know preferred method.

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went there to test drive a couple of vehicles and considered trading my car in. My car WAS in perfect condition, but after the manager took it out to determine the trade-in value, the check system lights were on and a tire is completely flat! I expressed my concerns twice to the dealership and they ignored me. Apparently, he only took the car for a spin around the parking lot...does the lot have potholes? Extremely rude and unprofessional service; this dealership is a disgrace. I have to repair the damage out of my own pocket and take time off work, since they won't take responsibility for their mistake. Also, very ********** advertisements on the website about financing options.

  Business response

  08/11/2021

  Good Afternoon,

  In regards to the complaint by *** ******* in regards to her **** ***** ***** that was appraised on Sunday, Nov 7th by our Assistant Sales Manager, August.  August noted when he did the walk around of the vehicle at our front entrance parking lot that there was no flat tire based on visual appearance on ***'s vehicle, but when he got in to test drive it and turned the engine on the TPMS (tire gauge) light was on the dash but there was no visible looking flat tire. He drove the vehicle on our lot, which has no potholes or damage to the cement and we have no problems of it causing damage to vehicles. *** ******* then called Leo, our Sales Consultant two hours after leaving our store to say she had a flat tire.  Unfortunately, from ***'s drive from North Vancouver to our store in White Rock she could have driven over a nail on the road or some other form of debris that is completely out of our control.  After she called and got upset at our sales consultant Leo late Sunday, my Sales Manager, August called her at 11am on Nov 8th to which she did not answer her phone nor return a call from the voicemail that he left.  Additionally, Leo also text the customer *** at 1:34pm asking if all was good with her vehicle and to let her know that August had left a message for her.  At no point, did the customer ask us to rectify anything nor could we be responsible for someone getting a flat tire on their vehicle.  If she came back to us, we would have had no problem assisting in patching her tire up if she drove over a nail; however, with her lack of communication we were not given any availability to rectify anything or explain that we are not responsible for debris on the road between North Vancouver and White Rock. Lastly, *** was upset because our advertisement said based on *** (Approved credit by banks) you can qualify up to 6 months deferred payments.  Unfortunately, this vehicle did not qualify and my sales manager apologized for the confusion, but is based on the banks approvals which was made clear to the customer and not the dealerships.  Please let me know if we can be of any other assistance. Also, we ask to see the invoice to the tire repair and what is stated caused the damage on the tire. 

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