Complaint Review: Morehead Honda of Newburgh NY - Newburgh New York

Mr. Abramson,

At no time did I express a willingness to except any of the one sided resolutions that your dealership offered me.  What I did do was listen intently to your attempts to trap me into buying another vehicle from your dealership or except a cash trade-in that would leave me without a vehicle or the ability to purchase another one. Nothing that you or your sales manager Freddie Dunning have suggested benefits me, in fact all of the options I have been presented with leave me with an undue hardship. Your dealership has not even entertained my suggestions for a resolution to this issue. My proposal for a partial refund for my down payment has not even received a response in the negative from your dealership. Anything that could possibly lead to an equitable solution has been summarily dismissed by your dealership.

At no time did I ever tell anyone at your dealership that I had a copy of any document that stated that vehicle in question was or was not involved in an accident prior to my purchase. What I did make perfectly clear is that I was not informed of any accidents at the time of purchase and was only made aware of these accidents when I went to another dealership two years later.

I am not surprised that your dealership would resort to any tactics possible to try to damage my credibility and the validity of my complaint. It has been almost over two years since I purchased this vehicle and if it had not been for the letter you sent, soliciting me, to sale my car back to the dealership, I would have never known about the accidents. My outrage and desire for a reasonable soultion is not some fabrication created to extort Morehead Honda. It is a justified reaction to being sold, an expensive item, without having the benefit of full disclosure regarding that item.

Unfortunately, your dealership’s unwillingness to come to a mutually beneficial resolution to this situation has left me with no other recourse than to contact other entities. 

Ms. Murphy,

I was surprised to receive your updated complaint. When you and I spoke last night, you made your issues and concerns clear, and I offered our sincerest apologies for you not having the type of experience that you expected. You expressed frustrations with a former salesperson and with the trade in value on your current car. You expressed concern about having almost paid off your car and not being sure if you wanted to start all over with a new loan. 

I further explained that since the salesperson was no longer with us and not available to comment on the transaction, that I would take you at your word, and give you the benefit of the doubt. The other day, when you were in, you advised Mark that you had a copy of a car fax that showed no accidents and that you were going to bring it in for us to review. This is where I'm confused- in one complaint, you advise us that you never received a copy of a car fax and in a different complaint, you indicate that we gave you a car fax with different information than currently represented on the car fax.

We run a fully transparent company, offering car fax right on our website. We offer full disclosure on all of our cars and only select the best of the best to offer for sale. This is important because from time to time, car fax inaccurately reports data. We need to see the car fax that you received when you took delivery so we can take up the matter with car fax. If the accidents were erroneously reported, we can have them removed from the report altogether.

I went on to explain that regardless of the car fax and regardless of your encounter with Mr. Enright, that you are our customer, that the Morehead family has been in business for more than 70 years and has a reputation beyond reproach. We earned that reputation by addressing customers concerns immediately and fixing any problems regardless of who is to blame. I reiterated our commitment to you and asked what your intentions are going forward; if you would like to keep your car or if you would like me to give you the value as if it had a clear car fax. 

You also expressed concern that someone at American Honda told you that your warranty was void because the vehicle had been in an accident previously; and I advised you that the person you spoke with had to be mistaken. If you bought a certified Honda from us, you are covered under the certified warranty, that if a car would not qualify for certified warranty, we would not have offered it for sale as certified and that the documentation you have protects you in the event you need to utilize your warranty.

At that point, you explained that you were paying $250 per month at 12% interest and would like to upgrade to a newer vehicle at a lower interest rate with a maximum payment of $350. You expressed interest in a V6 while explaining that the sunroof, leather, and other toys on the car were not that important. You offered to take a manual transmission vehicle if that helped.

I told you that I would work up a few options for you to consider, and be back in touch. 

When we hung up the phone, I was under the impression that you were open to exploring options. The flier you received is not a bold face lie, it is very much a true and bonafide offer. We will pay off your car and give you a check for the difference between what its worth and how much you owe. We will do that regardless of whether or not you buy a new or used car from us. We will also make the offer to you as if the car fax were perfectly clean, using the numbers that you provided based on your research.

Ms. Murphy, you are clearly not happy with our dealership or its current and past personnel, but we remain committed to doing our best to change your impression of us and to making you a happy Morehead customer once again.

I am out of the office for a couple of days but will have Freddie Dunning, our used car manager, contact you with the options as promised. 

I sincerely hope we can continue a dialogue and work together towards a solution that not only satisfies your concerns, but makes you a happy Morehead customer.

Sincerely,                            

Jeremy A. Abramson

General Manager

[email protected]

(888) 430-4134