This letter is to address my total dissatisfaction in the way my end of lease terms were handled by Honda Financial Services.
To outline the process in which it was handled:
On 3/2/07, an inspector from SGS Automotive Services came out to my home to inspect the vehicle. He left me with a copy of the Vehicle Condition Report which stated the total charges were in the amount of $1,053.42. The breakdown was as follows:
Tire RR - $100.00
Windshield Cracked Glass - $211.15
Door Multiple Dents - $ 90.00
Bumper R Cracked - $652.27
According to the lease terms, I was aware that I was allowed a total of $1,500, including wear and tear. We asked the inspector if this meant we were covered, and he stated You are all Set.
On 3/9/07, I call Herb Chambers Honda in Seekonk, Massachusetts to set up an appointment to return my vehicle. I set the appointment for 3/31/07 at 10:00 A.M. With Joe Vona. I reviewed on the phone the vehicle condition report with the person at Herb Chambers, and was again told, You are all Set. All you need to do is bring the vehicle in.
I was aware that if there was any work that wasn't covered, I would personally have the opportunity to fix myself before returning the vehicle, so I wanted to make sure there was nothing that I needed to do before I returned the car that would need to be paid for.
On 3/31/07, I brought the vehicle in to Herb Chambers, and returned the keys to Joe Vona. He also told me You are all Set.
On 4/2/07, I called Honda Financial Services to inquire if there were any taxes owed on the vehicle or anything else that showed owing because the vehicle was turned in on 3/31/07. The gentlemen on the phone told me, No. Nothing showed as owing.
On 4/9/07, I received a Settlement Invoice by mail. It stated I owed $867.13. This was a surprise to me because of all of the previous inquiries I had made. Still, I figured there must have been a mistake with the taxes, but then noticed I was being charged $652.27 for Excess Wear and Tear, along with more taxes on top of that in the amount of $32.61. I called Honda Financial to ask for an explanation of this Invoice, and told them that I didn't agree with it.
When I was told that in the original contract signed 3 years prior, stated that any amount over $500 for any one item would need to be paid for by me, I asked why it wasn't on the Vehicle Condition Report and why didn't anyone explain that to me BEFORE the vehicle was returned? All that was continuously told to me was I should have referred to my contract from 3 years ago. This is all the individual kept saying to me. Ma'am, your contract that you signed stated this. My questions were never answered, however, this phrase was just repeated over and over again as if I couldn't be heard Ma'am your contract that you signed stated this.
The questions I asked, and still don't have answers to are:
1. Why doesn't the Vehicle Condition Report spell this out as a reminder to the consumer? Never mind the fact that the person who inspected the van stated You are all set, why wasn't this spelled out in the report?!
2. If Honda Financial would cover up to $500 for any one item, why did I not owe $152.27. Why was I being charged the ENTIRE amount of $652.27, along with taxes and/or fees of $32.61 on top of that?!
Assuming I was made aware of this situation 3 weeks prior to returning the vehicle, I would have most certainly had it repaired myself, as it would have cost me a fraction of the cost which Honda Financial has charged me - I have a relative in the auto body business.
I understand I am responsible for my contract which I signed 3 years ago, and am not disagreeing with that. However, there is no other individual from all 3 companies stated above that will take any responsibility at all for telling me that I was all set. I guess only the consumer is expected to be responsible, and to remember from 3 years ago. However, big business can remain sneaky and underhanded in which they deal in business, and get away with it by using the practice see no evil, speak no evil. Therefore, no need to remind the consumer of anything from 3 years ago.
It is conveniently forgotten that I have paid Honda for 3 years for borrowing a vehicle, and returning it in very good condition, and there is no appreciation at all for this.
In the meantime, I have paid this bill so as not to have my credit affected by Honda Financial. However, I do feel very wronged by the whole process in which this transaction was handled.
I tried calling on numerous occasions to discuss my dissatisfaction with a Manager at Honda Financial, but have not been successful in having the opportunity to speak with anybody in person about my concerns. When I ask for an extension or last name of a person, I am told this information is not given out, that I can leave voice messages, which I have done, and have not had the courtesy of a return call.
Because of the way this transaction has been handled by Honda Financial, I have chosen NEVER to purchase or lease another vehicle from your company again. Furthermore, I will share my personal experience with anyone who will listen, including the Better Business Bureau, and the Attorney General of the State of Massachusetts.
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