I purchased a Honda Civic VP 2005 model from Lucas Honda in November.
Prior to shopping around, I secured bank financing at a local branch in the Jacksonville area which issued me a check to take to the dealership. My wife and I stopped off at Lucas Honda in Jacksonville to see what they had. Knowing what we could afford, we were looking specifically for a new 2005 Honda Civic VP (Value Package).
While at the dealership, the sales manager stated that they also represent that bank, and could probably get me a better rate through them or another lender if I would allow them to run my credit. I politely declined having already obtained financing at 4.25% (not great, but not bad either). After the fifth time of being asked this over an hour-long period of waiting for what I still don't know, they finally gave up and had us complete the paperwork.
I wanted a black car, and the salesman said it would be brought up on a carrier from a Daytona dealership.
When we were called to come get the car about a week later, I noticed the odometer had almost 500 miles on it. I asked the salesperson what was the reason for this. He went to get a manager who stated that they had to go to north Georgia to get the car, and it was driven down that day.
I was screwed. Starting a new job in two days, I accepted the car as they said it would not affect the mileage warranty. When I told them I was informed it was coming from Daytona, I was told that they never said that. When I told the salesman that he told me that just three days prior, he said he had no recollection of our conversation.
My wife wanted cruise control, but we didn't want the next package up that had that standard, so they said it could be added for $395.00 and would be installed when we picked up the car.
Needless to say, the cruise control was not installed. The night we picked up the car (when we were told it was "ready"), they said that they have a guy that comes to the customers house to install the aftermarket cruise control. When asked if this was a Lucas Honda employee, they said no - he was an independent contractor.
When I asked the sales manager why we were not informed of this the night of the sale, we were told that we must have misunderstood them. I told them that no, there was no misunderstanding - we were intentionally misled about the installation of the cruise control.
The sales manager denied that was the case and apologized for any miscommunication on their part. We were told that we would be contacted by the following Tuesday to schedule a time when it could be installed.
Two weeks later we had not received a call from the independent contractor. I called our salesperson at Lucas Honda and demanded that the payment for the cruise control be refunded. He was frantic and pleaded to allow him to contact the installer again.
When I asked what he meant by "again", he said that he had tried once or twice but could not get a hold of him. When asked why my wife and I did not receive a courtesy call to let us know there was a delay, he said it was very busy and he didn't get around to it.
I called back approximately an hour later and said enough. I demanded a refund or I would go to the state BBB. He said that he needed to get approval from his manager for a refund. I told him that was not necessary because I would not accept anything other than a refund and no further sales pitches or weak excuses.
After some time on hold, the salesman came back on and said that this was all set and the check would go out in the mail the next day, and he was very professional in his apology for the entire circumstance.
Two weeks later we had not received the check. I called and was able to get a hold of the salesman, who after checking into said that the check was mailed just two days prior for $285.00.
I just about lost it at this point. When I asked why it took them almost two weeks to send the check, he had no answer. Then when I grilled him on why the check was about $100.00 short, he pleaded stupidity.
At this point I walked him through the calculation to prove what amount was owed - what we paid for the cruise control - and he said he would call back. The next afternoon I did receive a call from a lady in their business office who said a check was being issued for the correct amount. When I asked her what I should do with the other check that was supposedly mailed a few days prior for the wrong amount, she responded she had no record of any other payment being issued for our account.
For the record, we did receive the check for the correct amount, and thankfully it did not bounce when we deposited it.
I emphatically urge anyone shopping for a Honda in the Jacksonville area to stay very far away from Lucas Honda of Jacksonville. They are a shady operation at best.
Tim
Orange Park, Florida
U.S.A.
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