Subject: Complaint about Customer Satisfaction Guaranteed
We have bought a 2007 Honda Odyssey Van on Saturday October 06 at Auto-West Honda Dealer, in Fremont California.
Vehicle Condition:
Opened Hood
Dead Battery
Body covered with Dust
Mile aged at 148 miles
Located in front of Auto Service Shop
We were told that
The hood had been opened because the dead battery needed to be recharged.
The body would be cleanly washed once it was sold.
This van had been traded from the other remote dealer so it had high mileage, but
Guaranteed as new.
There was no place for this vehicle, so it was parked in the front of the Auto Service,
We trusted the salesman and accepted to buy this Van because he guaranteed this was a brand-new Van, and there was only one color that we preferred as well.
After finished signing the paper works, we got a Vehicle User’s Manual in the zip-lock bag and was told that there was no pocket for these manual books. The salesman searched for car remotes that lost somewhere, and then gave us two remotes with one-cut key at the dealer. We were promised to have the two original keys in next couple of days. We had no choice to return the Van because we already signed the paper works.
On Sunday October 7, after my test-driving, my wife took her turn to drive and tried to adjust the driver's seat to reach to the gas pedal. We found out that the seat could not move further forward, and the seat started to rotate clockwise at the maximum position.
We brought the Van back to the Auto-West Honda dealer Sunday afternoon and asked to see the sale manager. Personally, we would like to exchange another Van with the same brand name and model. The manager refused our request and asked us to bring the Van back on Monday October 8 to see a General Manager (GM).
General Manager said that the Van was two days old and refused our request. He only offered either having our Van brought to an Auto Service to have the problem fixed or trading our used Van with the other same-model Van and more money should be paid. We were not happy because our Van was considered as used; however, we had no choice, except, to have our brand-new Van to be serviced at the dealer.
Since I bought the Van for my 6-month pregnant wife, she has been psychologically scared of driving the Honda Odyssey Van and does refuse to drive this Van. The new broken Van destroys our happy family and results in unstable marriage; we frequently have had argument about this van.
Our questions are:
1- Should we exchange with the other same-brand name and model without paying any penny? Should we return it in order to buy a Toyota Van?
2- Should the 147-mile Van be initially considered as the brand-new Van at the dealer?
3- Should the Van with the lost keys, lost remotes, dead battery, dirty van, and zip-lock bagged user’s manual be frequently happened with brand-new vehicles?
4- Is it normally happened at AutoWest Honda that customer brought the Van home, but he or she needs to come back to pick up the original keys. Currently I do not have the original keys yet.
I would like to thank you for your consideration and look forward to hearing from your reply to resolve our Van and family issue.
Thomas Email User
Since I bought the Van for my 6-month pregnant wife, she has been psychologically scared of driving the Honda Odyssey Van and does refuse to drive this Van. The new broken Van destroys our happy family and results in unstable marriage; we frequently have had argument about this van.
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