On Dec. 5, we decided to purchase what we believed to be a 1995 Dodge Grand Caravan (VIN: 1B4GH44RXRX241203) from Clark-Knapp Honda used car dealership located at 801 W. Highway 83, McAllen Texas. This belief was based on the fact that the windshield advertisement stated that the vehicle was indeed a 1995 model. We arranged financing through our bank, La Joya Area Federal Credit Union, and a bank draft was furnished to Clark-Knapp Honda. When we went to finalize the paperwork at the dealership, we were asked if we wanted to purchase a warranty on the vehicle.
After inquiry, we were informed that the vehicle was actually a 1994 Dodge Grand Caravan, and not a 1995. Later we found out that our bank had been furnished a purchase order for the vehicle by Clark-Knapp Honda with the year model whited-out, and 1995 substituted instead. After some negotiation, we agreed to take possession of the vehicle with an extended Honda Care 12 Month - 12,000 mile warranty.
Prior to taking possession of the vehicle, we were told that it was being given a requisite 21 point check.
Within several miles of having taken possession of the vehicle we began to experience problems with steering and turning. We returned the vehicle to Clark-Knapp Honda and were informed that we did not have enough mileage on the vehicle for the warranty to be effective. I did not understand this, as there was no addendum in the actual warranty stating this, and after some argument the vehicle was repaired by the dealership, Clark-Knapp Honda. We were informed that it was the suspension, probably a MacPherson strut. This unit was changed out, but the problem continued, and we were told by Clark-Knapp Honda that it was probably a worn out constant velocity (CV) joint.in late January the problem became so severe that my wife was forced to seek repair at K Mart in McAllen. When the repair facility (K Mart Penske Auto) sought to collect payment, they were told that the warranty would not cover it. After a lengthy struggle to obtain payment, at which time both my wife and 3 year old twin daughters were stranded at the facility until after seven at night, Clark-Knapp finally agreed to pay the bill.
It was at that time that we discovered that the warranty would not pay for covered repairs without proof of the aforementioned 21 point check. Subsequent record check at Clark-Knapp Honda showed that this check had never been performed, even though we were told at the time of purchase that it had (ref. Par 2). Clark-Knapp Honda performed the delinquent check after the fact, and only after we protested repeatedly in order for the warranty to be validated.
The vehicle was driven for about a week, at which time it began to spew antifreeze. Clark-Knapp repaired the problem (a leaking hose), and also replaced a leaky oil pan gasket, we paid the required deductible.
The steering/control problem became so severe that the vehicle was returned to Clark-Knapp Honda again and they took it to Burns Motors (Dodge) in McAllen for repair. The entire transaxle was rebuilt, and that seemed to be the end of the problem. However, within days, the vehicle began to leak transmission fluid, and was again returned to Clark-Knapp Honda for repair. They (Clark-Knapp) sent the vehicle back to Burns Motors for repair, and we were informed that it was leaking transmission oil cooler lines, and that it was not a warranty item. Being a mechanic, and after consulting with other mechanic associates, it was a consensus that the lines were probably damaged during the removal / installation of the transaxle. After much argument, the dealership agreed to cover the item as warranty. We were told however, that Clark-Knapp was charging us for the replacement of a leaky oil pan gasket. We informed them that it had been recently replaced by them (Clark-Knapp Honda), and there was no reason for the leakage (ref. Par 5), and they finally relented. It was at this time that my wife and I both requested that they not take the vehicle to Burns Motors again for repair. We felt that they did not exhibit any professionalism, and we had no confidence in them.
On April 14th the vehicle mysteriously quit running while my wife was returning to our home, with my kids. Only after a frightening situation in traffic did it restart, and she was able to return to the house. I thought that perhaps it might be bad gasoline, and so I added a can of injector cleaner and dewatering agent to the gas tank. Although the vehicle seemed to be running OK, a drive to McAllen from our home in Los Fresnos proved otherwise. The vehicle died on the exit ramp off of U.S. Highway 83 and Nolana in Pharr, and I had to push it out of traffic to a convenience store parking lot, again, with my childrens safety in question. After much coaxing, it finally restarted, and I managed to get it to McAllen, where it was picked by Clark-Knapp Honda the following day.
In the Clark-Knapp repair facility, the vehicle was analyzed, and no cause could be isolated. However, Clark-Knapp Honda replaced an electronic module that they felt might be the problem. At this time my wife and I again emphasized the fact that we did not want the vehicle taken to Burns Motors for repair.
The vehicle was taken to Burns in spite of this, and they determined that the problem was (probably) a dirty throttle body. Because they could not be sure that this was the cause of the problem, and thus we might have to pay more repair cost, we elected not to proceed with the repair. The vehicle was returned to Clark-Knapp Honda where it remains. We were told that we would have to pay the deductible for the electronic part that was replaced, even though in fact, it was not the cause of the problem, or the solution to it.
After negotiation with Clark-Knapp Honda, at which time they tried to sell us several other vehicles in a higher price range (same year models), giving us trade in for the Caravan, we felt that our level of treatment was substandard and decided to file this official complaint. At this time Clark-Knapp continues to promise us a solution to the above litany of problems, but has not provided an equitable solution.
A list of our complaints/concerns with Clark-Knapp Honda Dealership follows:
We, and our financial institution were deceived into purchasing a vehicle that the dealership, Clark-Knapp Honda, knowingly represented as being something that it was not.
The dealership, Clark-Knapp Honda failed to perform a requisite cursory examination of the vehicle resulting in endless repair nightmares, and essentially voiding our purchased warranty for many miles.
The dealership, Clark-Knapp Honda repeatedly attempted to charge us for warranty repairs, and deceptively attempted to charge us for repairs that had already been performed and covered.in addition, we were assessed charges for repairs that did not provide solution to the problem.
The dealership, Clark-Knapp Honda against our request, and with customer disregard sent the vehicle to a repair facility (Burns Motors) after specifically being requested not to.
We have proposed that Clark-Knapp Honda reimburse our bank the purchase cost of the vehicle, and null and void our relationship, but to this end they have hedged. We have been stalled in negotiation with excuses ranging form the idea that everyone was at the celebrations (cinco de Mayo) to the fact that no one was around, and we're looking for something (for us to purchase), and that no one wants to handle your vehicle because of it's problems. Meanwhile, our payments accrue, and we remain without useable transportation.
We feel that Clark-Knapp Honda was in fact aware of these problems from the onset of this matter, and request only the solution proposed in the previous paragraph.
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