Rick Case Honda -Cleveland Ohio Informative - Incompetence/Malicious Intent
CLEVELAND, OHIO -- First and foremost, this is a personal statement/recollection of events regarding my experience with Rick Case Honda. I purchased a used vehicle from Rick Case Honda on a Monday evening with the understanding that it had been through their safety/certified check. I traded in a fully functional vehicle, in perfect condition, for their vehicle which had issues within 24 hours of the completion of the transaction. I phoned the dealership the next day, Tuesday, and left numerous messages and no one returned my call. After calling the dealership again the following day, Wednesday, with no reply, I drove back the dealership and spoke with the Used Car Manager personally and was given a "loaner" car while they fixed the car I had just purchased from them 1 day prior. The "loaner" they gave me was filthy and extremely disgusting. But, I had no choice, I needed a car. The Used Car Sales manager admitted to me that the vehicle he "loaned" me had been on their lot for 3 weeks, unattended, because he was upset about the circumstances in which he had to take possession of the vehicle. The Used Car Sales Manager then proceeded to tell me that I may be financially responsible for any repairs that needed to be done. I questioned him on this because I had had the car less than 12 hours when I noticed issues with the air conditioning (broken) and the ABS system (broken) -Who knows what else. On Thursday, I called the service department to check on the progress of my car because I was going out of town that weekend. I was told by service that I should have it back by that Friday. On Friday, I phoned the Rick Case Service Department and was told that the vehicle had been transferred to a "specialty" shop to insure the proper repairs were completed by a "certified" maintenance shop of that particular vehicle. I was then told I would get the car back Saturday morning. On Saturday, I phoned Rick Case Service again and inquired about my vehicle. I was told that the other "specialty" shop had not finished with my vehicle and they had to order specific parts. I was told I would get the car back the following Tuesday. On Tuesday, at 3:00 pm, I phoned Rick Case Service and inquired about my vehicle. I was told they had not received it from the "specialty" shop. I asked for the number of the "specialty" shop and immediately called them. I was told by the "specialty" shop that they had called Rick Case Service at NOON to have someone pick up the car, a full 3.5 had passed, and no one came to get the car. I then called "Rick Case" at the number on his business card, which he sent me along with a letter inquiring about my experience at Rick Case Honda. The letter said if the experience was great, tell my friends. If the experience was not great call him. I called and spoke with is "Secretary", Carol. I explained the situation and informed her that I did not want the car anymore and I requested that the deal be voided. I explained that I purchased the vehicle EIGHT days ago, drove it for ONE day and it had been in the repair shop for SEVEN days. She became very rude and unprofessional. She told me there was nothing she could do and it was up to the General Manager of Rick Case Honda to make a decision and then she hung up on me. I phoned the General Manager, Bob, and I told him I did not want the vehicle and I would like to have the car I traded in back. He told me that I would have the vehicle I purchased the next day, Wednesday, by 5:00 pm and he would personally deliver it to me. I told him I didn't want the car, I didn't trust it. I informed him that I was under the impression that it had gone through a safety inspection and a "safety check-list" -Come to find out later, it hadn't. Their explanation was that a new technician didn't complete the inspection correctly. I told him again I didn't want the car. He told me that I could choose to pick up the car or not, but if I didn't, I would suffer because it would go as a repossession on my credit record. I asked him if that was a threat, and he hung up on me. I then proceeded to contact the Operations Manager for Rick Case Honda, who was about the only reasonable person in that whole system. Which is good, yet disturbing because, in my opinion relating to my personal experience, RICK CASE’S OWN SECRETARY WAS DISMISSIVE AND SNOTTY? I explained the situation to the Operations Manager and he agreed with me that the whole situation was handled poorly. He said purchasing a vehicle 9 days ago, only having it for one day, and having it in the shop for 8 is unreasonable. He agreed to void the deal and apologized for the mess. He told me I could pick up my car (the one I had initially traded in) the following day (Wednesday) (This was a week and 2 days later -after originally purchasing the car) He told me I couldn't pick up the car that day because the General Manager, Bob, was out of the office. I was told if I didn't hear from Bob, by 10:00 am on Wednesday, to call the Director of Operations back. I called Bob at 9:45 am, to ask him when I could pick up my car; he replied "Anytime" then hung up on me. I got in the stinky "loaner" they provided, stopped at the gas station, filled the vehicle to the same amount as they had provided when they loaned me the car, then proceeded to the dealership. When I got there, the general manager, Bob, sent the Used Car Manager, Steve out to complete the reversal. Steve told me where MY car was, the one I had initially traded in, and as I went to get it, I noticed a 2.5" screw strategically placed/lodged under the rear driver's side tire so that had I just pulled straight out of the place the vehicle was parked, it would have punctured the tire. Oh yes, BOB and STEVE were shocked. It was like watching a "B"-movie, actually that's an insult to the actors in a "B" movie, BOB and STEVE were much worse. Explaining how they had no idea how it got there. They said there are screws all over the lot. I scanned the whole side of the building my car was parked and there were NO OTHER SCREWS lying around the lot. Steve took the screw, went into the dealership, came back out and I asked him where the screw was, he said he threw it away. I asked him to go get it. He fluttered around and did nothing; finally I went into the dealership and asked for the screw which Steve had taken. It was a miracle, it vanished. The trash can he threw it in was empty. All this occurred within a matter of minutes. All said and done, they denied any fault or responsibility for anything. The only good news is that I did get my car back. Although I've only had it back for less than a day, I can only hope I won't find anything maliciously tampered with.