ComplaintsforRosenthal Landmark Honda

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid off my car with ** Financial I am suppose to receive my gap refund check. according to controller ******************* at ************.

  

  Business response

  08/21/2023

  We, Landmark Honda don't have a customer on file named: *******************************************

  Thanks

   

   

  Customer response

  08/21/2023

  I am awaiting gap refund check that rose wolf 

  

  Business response

  08/22/2023

  From: ***************** <*********@landmarkhonda.com>
  Date: Mon, Aug 21, 2023 at 1:17 PM
  Subject: ******** ******************************************
  To: <**********@mybbb.org>, ***** ****** <*******@landmarkhonda.com>, ******** ***** <******@rosenthalauto.com>
  
  This is Not a Landmark Honda Customer this is a *** of **********, LLC 
  dba ********* ********* customer and the check was refunded once it was brought to our attention and the correct paperwork was given to complete the transaction. The check was made payable to her and her husband as the deal went down with both. ************* must have gotten the check over the weekend and when I got in this morning I had a voice mail and 3 emails telling me her husband was deceased, and her bank would not cash the check with his name on it.  Then she came into the dealership in which we asked her to leave the check and we would recut the check in her name only and I agreed to call her once the check is ready for pick up. Please let me know if you have any questions.  The ********* dealership has been closed since April of 2023.
  
  *****************
  Controller
  
  Rosenthal Landmark Honda
  Office: **************
  Direct: **************
  Fax: **************
  *****************************************************
  ********************************

  Customer response

  08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******************************************
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from landmark Honda dealership on ***********, Alexandria. Upon leaving they mentioned last minute the car only has one key, but ensured I should receive the second key two days later. This vehicle vibrates when in reverse intermittently and the car delays while braking. I purchased the car Saturday, June 10, 2023 and returned the vehicle (***** ***** 2014) back to the dealership on Sunday night June 11,2023. I spoked to the ******* manager of the used cars department and he told me they don’t have a return policy and that I can only exchange the car for another vehicle. The car is now left with the dealership and I haven’t received my $4,573.26 cash back at this time due to a no return policy that’s not even on the website. The $1000 was for the down payment. 

  

  Business response

  06/19/2023

  I am writing in response to your recent concerns regarding the vehicle you purchased from Landmark Honda dealership on *********** in Alexandria. We appreciate your feedback and take your satisfaction as our valued customer seriously. Please allow me to address the issues you have raised and outline the steps we are taking to resolve them.
  
  Firstly, I would like to clarify that we deeply regret any inconveniences you have experienced since purchasing the ***** ***** 2014 from our dealership. We strive to provide the best quality vehicles and exceptional customer service, and it is disheartening to learn that your expectations were not met. However, I would like to clarify a few points in your statement that are not accurate.
  
  Contrary to your statement, the car is indeed in great shape, and we stand by its condition. We understand your concerns about the intermittent vibration in reverse and the delay while braking. To address these issues promptly, we would like to offer you the opportunity to have the car inspected and fixed at the dealership's expense. You are welcome to choose any dealer of your preference for the inspection, and we will cover the necessary costs to rectify any legitimate issues found.
  
  Furthermore, regarding the missing second key, we apologize for any miscommunication that may have occurred. We understand the inconvenience this has caused you, and we assure you that the second key will be provided as soon as possible. We value your satisfaction as our customer, and we are committed to resolving this matter promptly.
  
  Regarding your request for a cash refund, I apologize for any misunderstanding. While we do not have a return policy, we do offer a one-week exchange policy, which allows you to exchange the vehicle for another one within the first seven days of purchase. This policy was designed to ensure customer satisfaction and provide flexibility. We apologize if this was not clearly communicated to you during your visit. I can confirm that the car has been received at our dealership, and the necessary steps are being taken to process the exchange.
  
  To expedite the resolution process, I have personally notified the manager of the used cars department about your concerns. He is committed to assisting you and ensuring that the second key is provided and that the exchange process is completed promptly. Furthermore, I will be personally overseeing the resolution of this matter to ensure your complete satisfaction.
  
  Once again, we apologize for any inconvenience caused, and we genuinely appreciate your patience and understanding in this matter. Our team is committed to resolving your concerns, and we are confident that we can find a suitable solution to meet your needs. Please feel free to contact me directly at [Your Phone Number] or [Your Email Address] if you have any further questions or require any assistance.
  
  Thank you for bringing these matters to our attention. We value your business and look forward to restoring your confidence in our dealership.
  
  Sincerely,

  ***********************

  General Manager

  Customer response

  07/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Landmark Honda has had their vehicle in possession since I returned the vehicle on June 11, 2023. The general manager emailed me Tuesday, June 27, 2023 stating to come pick up the cash on June 29, 2023. I am at the business at this time of 12:49pm and have been here since 9am. There was a check given to a staff name ****** to go to the bank ****** and cash the check, the general manager ***** told me to stay and wait. I decided to ride with the staff ******. ****** went in and returned to the vehicle I waited in and stated they can't cash the check, they are waiting to speak to GM ************ who isn't answering the phone. ****** called ***** and he answered the phone immediately and stated for ****** to return inside the bank and have them speak to *****. ****** returned back under 2 minutes and said they can't cash the check. ****** asked while pulling off can he stop at ****** to get him a sandwich, I thought how unprofessional is that as I am already late for work but told ****** it was fine. When returning to the landmark Honda I spoke with ***** who seemed in other and unwilling to help me. I asked him for the bank number to check what the issue is since he was not able to notify me of what was going on. ****** bank stated that ***** had updated the system on June 13, 2023 removing the name of the lady who was the second signature on the check we took to them and was unable to cash. When I asked ***** why did he use **** who was the name removed out of all the names they had listed as signees, he said because all the others are on vacation. That dont sound right. When going to check for an update since being at landmark Honda for 5hrs, ***** the general manager told me to please get out of his office and shut and locked the door. I know the door was locked because I knocked and didn't get a response and checked to see if the door was locked. Very, very unprofessional and hurtful as I only wanted help. I returned the vehicle well in advance and need my money back as a student who struggling. My 2nd attempt reaching out to BBB. Please help! Thanks so much.
  
  Regards,
  
  ***********************
  

  

  Business response

  07/06/2023

  This case was settled with the customer.

• Initial Complaint

  04/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I submitted an email in regards to Cancel the Driver Plus Cancelation on 03/01/2023. I have contacted ***** Auto and they are stating we need to contact the dealer directly. Well hope this gets the General Manager Attention and has this canceled immediately. Otherwise legal action will be taken against Rosenthal Landmark Honda located at 5125 Duke St, Alexandria, VA 22304. I wrote an email to *** ******* ****** to email: *******@landmarkhonda.com on 03/01/2023. I only signed the registration and other paperwork and my fiancé had to sign the contract the next day he picked up the all weather carpet. I notice the contract I have currently in my possession is not signed However my fiancé was the one who signed without my authorization on the tablet that was told by *** *******. This is illegal and my attorney is looking into it. I took the vehicle to ****** Honda on ******** *** for an Oil Change and I had to pay over $100 dollars. When I signed this package we told ******* to have a Package where we can get Free Oil Change. We thought we had signed for this but apparently it is not. A complaint will be submitted through the attorney general's office. It's illegal to have someone sign a contract on behalf of another person. As I mentioned, the contract in my hand is blank without my signature. This was not the color of the vehicle we wanted. We asked for the ***** Sport Ex- Sonic Gray in the beginning and this salesperson was putting pressure about getting this car. Buyer Name: ****** ******* Agreement #********* Vin: ***************** SSN: ****

  

  Business response

  05/08/2023

  1."The refund for the cancelled purchase has been processed via check #***** and sent to Chase Auto Finance."
  2."Your fiancee has the option to trade in the car."
  3."As written on your complaint the buyer is ****** and not you, for that reason I am unable to provide any further comment."

• Initial Complaint

  08/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/8/22 I requested a refund for my prepaid maintenance contract per the business form. The business confirmed the form was received. As of today, I have not received the funds nor is the business responding calls or emails.

  

  Business response

  08/25/2022

   The refund check has been processed. It is awaiting signature, and should be mailed today.

  
  

  Customer response

  08/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:the company has not provided necessary documents on the refund and has been over the time allotted.
  
  Regards,
  
  *****************************
  

  

  Business response

  10/03/2022

  From: ***************** <**************@rosenthalauto.com>
  Date: Mon, Oct 3, 2022 at 10:33 AM
  Subject: Complaint ID ******** - *****************************
  To: *********************** <*****************@mybbb.org>
  

  
  

  *****,

   

  The check for her refund was sent to her on 8/25 to the address showing on the complaint.  As of 9/29 it had not cleared the bank.

   

  A member of our accounting staff called her on the morning of 9/29 but she did not answer so a message was left.  We did not hear back from her so she was called again on 9/30 with no success.

   

  Unless we hear back from her there is not much we can do so I would request  that this file be closed.

   

  Thanks,

   

  Jim S******** Vice President   ***************** Rosenthal Automotive Group Office:************** Fax:************** Email:******@rosenthalauto.com 1902 Association Drive, Reston, VA 20191 RosenthalAuto.com

  
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  As an active duty member of the military I purchased a vehicle with the intent to transfer my FL Plates from the old vehicle to the new one & register the new car in FL. Landmark Honda told me they needed to charge me the full cost of title and registration since their “title and registration” team wasn’t available on weekends to deduct the $151 registration fee for VA. I was assured I would be refunded $151 as soon as the registration folks could waive the fee. That was over a month ago. I have been in constant communication and keep getting the run around. They won’t refund the $151 to my credit card or write me a check because “there’s a process”, people are teleworking, and they have new people working in their office. When I asked who needs to approve it, they said the GM (*****) who has already given verbal approval yet no refund has been provided. Multiple employees agree that I am owed money, yet none of them can produce a check or cash for me.

  

  Business response

  08/23/2022

  The refund check was processed last Friday. The GSM gave you a call that day to inform you that the check was ready to be picked up or mailed.

  If you don't receive it before the end of the week. Let me know to cancel that check and reissue another one.

  Thanks

  Customer response

  08/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The check arrives Friday afternoon. Thank you for closing our this issue
  
  Regards,
  
  *****************************
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 7/11/2022. Amount being financed was for the pay-off amount online plus tags and tittle fees. Save your time and money. Untrustworthy and dishonest finance department and dealership. All I wanted to do was purchase my lease. I dealt directly with the finance manager, ***************************. Before I finalized the contract, I Informed **************** was planning on selling the vehicle due to limited space. I discussed the final payoff amount, amount being financed, and even informed **************** didn't not need any warranty because the my car still has a powertrain warranty. I and even wrote it down and calculated everything in his office. With all this said, ******* who JOB is be honest and straightforward. about the additional products and services they offer failed to disclose that he added un-wanted ad-on's on my contract. ******* failed to explain the additional OPTIONAL " service warranty" and useless OPTIONAL "GAAP insurance." This dealership is very good in deceptive practices. Service contract is signed on a **** so you do get a completed list on what products are being added on. I was with my twins baby and wife and trusted ******* informed about all items added to my contract. They even have a " Product Cancellation" page so when you find out the surprising AD-ON products to your contract you can cancel what they added. This dealership even has you sign a "recording declination form". This dealership is a professional scamming customers. Someone from Honda needs to conduct a formal audit and complete a proper investigation. There are numerous complaints at this dealership regarding this SCAM. How is HONDA even letting this happen? ********* justification and explantation for the add on's when confronted stated "The lender will not approve your loan unless you purchase an extended warranty and/or GAP insurance and need it to get the deal done " This is false and illegal. The amount financed already includes the additional ad-on's with so I lose.

  

  Business response

  08/22/2022

  Dear *****,

  First the lease was on your name.

  Second, you were not purchasing back your lease.

  Third, the new buyer has to pay taxes, tags and fees due to the fact that the new owner was different to the lessee.

  Fourth, for transparency we record all the financing transactions unless the customer signed a declination form. Which you and your wife opted to do.

  Fifth, the warranty and gap are optional products that you purchased. If you want to cancel it, it will be fully refunded.

  Sixth, we are digitalizing all the sale process and all copies of the transaction are given to the customer.

  As it was explained to you " The vehicle must be retitled in the individuals name as it appears on the lease agreement" in order to not pay taxes.

  Best Regards

  Customer response

  08/25/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  first, claims is false and wrong. The financial manager did not disclose of what was being purchased. 

  second, my wife signed the recording disclosure at the end of the transaction which should be investigated. 

  third, you mis-lead us and added the dealer warranty without our knowledge. I already discussed what we wanted directly to ************************* and still added items to our receipt/contract without our knowledge.

  fourth, you claim we can receive a refund, but you already added the warranty to my financing. I will still be paying interest on the warranty you claim you explained to me. I still lose paying $100 more monthly. I AM STILL paying for the total loan fancied which includes the warranty even if you refund the amount to the bank. You argument is completely baseless, What is the whole point of this procedure. You knowingly add the warranty on to customers contracts without their knowledge then you have a whole procedure in place to refund the amount BUT the interest on the warranty financed is not refunded? What is the point of this hustle. why add the warranty and pay it off. And it is 8/25/2022 AND the bank still has not received the refund. 

  Regards,

  *************************

  

  Business response

  10/03/2022

  From: ***************** <**************@rosenthalauto.com>
  Date: Mon, Oct 3, 2022 at 10:06 AM
  Subject: Complaint ID ******** - *************************
  To: *********************** <*************@mybbb.org>
  

  
  

  *****,

   

  I am sending this to you because I don't see any way to update the file with additional information.

   

  This customers refund (to the bank) has been processed.  Check was sent on 9/20 and cashed/deposited on 9/27.  This should be sufficient to close this file.

   

  Let me know if you need anything else.

   

  Thanks,

   

  ***************** Vice President   Jim S****** Rosenthal Automotive Group Office:************** Fax:************** Email:******@rosenthalauto.com 1902  Association Drive, Reston, VA 20191 RosenthalAuto.com

  
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Last year Landmark Honda installed a new distributor in my Honda ***. I was told the part would run around $320 bucks or so. When I showed up to get my car, the car was leaking coolant. They took me to the car to show me the leak but never offered to fix it. It was a small hose that would have been easy to fix when they replaced the radiator but they wouldnt do it and left me with a car that was barely drivable. After I left with the car, I noticed on the invoice that they charged me $380 for the part. When I called to ask why I was quoted $320 but charged $380 they said that they "took the balance from the labor charge." If that were true, why didnt they tell me(?). I posted my experience on yelp. Forward to this year - about a month ago the distributor installed by Landmark Honda failed. I looked at my invoice and the invoice states that both parts and labor were warrantied for a year. The distributor failed with in this time frame so it should be under warranty. When I called Landmark to ask about being reimbursed for the part, I was told they would have to call me back. They never called. I email the service department hoping to get a response. They emailed and said I would get a call the next day. Again they never called but I did get an email stating that they called which was a lie. At this point I was extremely upset because this service dept has been nothing but rude and dishonest. I finally got an email from the service manager stating that he was going to give me a refund for the part but since I had posted stuff on yelp he decided not to give me the refund. This place is as corrupt as they get.

  

  Business response

  03/17/2022

  I understand your concern but wanted to highlight that first your car is over 24 years old with 325k. Second, with the difficulty to find a part of a 24 years old we did our best to speed up the service of your car.

  Lastly, in order to benefit of a return part: the part itself needs to be returned to the manufacturer. Without the defect parts, we are not able to satisfy your request.

  

  Business response

  04/14/2022

  From: Jim S******* <*********@rosenthalauto.com>
  Date: Wed, Apr 13, 2022 at 3:57 PM
  Subject: RE: *************************** Complaint (********)
  To: *********************** <****************@mybbb.org>
  Cc: *********************** <*************@landmarkhonda.com>, ***************************** <*************@landmarkhonda.com>
  
  ****************,
  
  In this instance, no factory parts were available to make the original repair because the vehicle was too old.  The dealership had to locate a part from a 3rd party supplier (off brand) in order to make the repair. 
  
  Repairs in cases like this would carry a warranty, but it would only consist of parts replacement by the supplier to the original repair shop.  Since the customer did not bring the vehicle back to the dealer, there was no opportunity for them to properly diagnose the problem and perform a warranty repair if needed.  Cash refunds do not apply.  
  
  I hope this helps.
  
  Thanks, 
  
  *******Management
  
  Jim S
  
  Vice President 
  
  ******** Management
  
  Rosenthal Automotive Group
  
  Office: **************
  
  Fax: **************
  Email: *************************************
  
  1902 *****************, ******, ** 20191
  
  RosenthalAuto.com
  

  Customer response

  04/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  The service manager told me in his email that he WAS going to refund the cost of the part to me, but because i posted a review on ****, he changed his mind and decided not to give me the refund.  I think you guys are refusing to refund the part - warrantied on the receipt for 12 months - because you are trying to punish me for exercising my 1st amendment rights to let others know how your service station has treated me.
  

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  (1) I bought a new Honda *** on July 21, 2021, together with an extended warranty. (2) January 5, 2021 I emailed Mr. Anum O***, Business Manager, Rosenthal Landmark Honda, Office: (703) 823-8000 . "Dear Anum O***, I am writing in regards to the extended service contract that I paid for on July 21, 2020, when I bought my new Honda *** 2020. After researching the convenience to that extended warranty I’ve decided to cancel it. I would appreciate the reimbursement of the $3,783. Thank you, ***** ******. " NEVER REPLY. (3) April 27, 2021 I emailed Mr O***: "I did not received any response on this subject. I would appreciate your response. Thank you, *****" NO RESPONSE (4) On September 16, 2021, 9:30am I went in person with my son and talk with other Finance Manager (dont have his name) who took all the infornation to process the cancellation and told us it will take around 6 weeks to receive te refund. NOTHING HAPPENED (5) December 2, 2021, my son called the Finance Office followin-up the tardiness of this issue and inmediately I received a email from the Mr. O***. (6) 12/02/2021: " Good evening **** *******, I have attached the cancellation from, complete and return the form with a picture of the odometer reading. I will have them process it for you immediately and let me know if you have any questions. Regards," (7) Dec 3, 2021, at 15:36 I emailed Mr O***: "Anum - attached is the executed cancellation form and a picture of the odometer as of today. (8 ) December 8, 2021 at 3:32 PM ***** ******* wrote: Could you please acknowledge receipt of my last email dated December 3, 2021? ***** (9) December 9, 2021, at 9:13 AM, Anum O*** wrote: Yes, I received it. (10) 14 January 2022, I called Mr O*** and left I voice message requesting him to call me back. HE NEVEVER RETURN MAY CALL (11) January 18, 2022, Sent email to Mr. O***  "Please let me know the status of my request to cancel the extended warranty. Please reply to this email or call me

  

  Business response

  02/07/2022

  I have to apologize for the delay. There was a lack of communication in our department and I am looking to improve the refund process. We call her to confirm her address and the refund has been mailed.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday, 11/30 I purchased a 2014 Honda ********* from Landmark Honda in Virginia. I live in Maryland. After purchasing the car, there wasn't a second. Then I was told in order to get my tags because I live in Maryland I needed to get the car inspected in Maryland. While driving back home to Maryland I felt something slipping and jerking, I told my husband theres something wrong with this car. The next day he tried to get the car inspected a technician stated there was a list of stuff wrong with the car. I needed to bring it back the next day and he will complete the full inspection. On Thursday we took the car back and there was no wheel locks. He couldn't get the wheels off. We had to pay $90. We called the dealer and they told us to have the technician break the wheel locks. We refused and just said we would just return the vehicle. The car had an issue with its suspension, needed breaks and rotors and a tune up. I called the dealer and explained I was returning the car. Whatever paper work needed to be completed please have the paper work ready upon my arrival. I leave work at 4:30 I would get there between 6:30-7. I got there and the manager was not there. I had to wait upon his return . I signed one form. And was told the purchase would be retracted and no money was issued on my part or ***** *****. I just want to confirm this is the case. I need a document indicating so. I would also like to be refunded for the inspection and also my time waisted. No way a car should be sold from HONDA in that condition.

  

  Business response

  01/10/2022

  I am sorry that you were not happy with the car. Our goal is your satisfaction, we rescinded the deal and the bank contract. All the transactions were rescinded and you don't owe money to the bank.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Overall, I am happy that we purchased a great ****. I accounted for a Honda Loyalty discount, which I had previously inquired about and was told that manager will make the adjustment at the time of purchase. When loyalty discount was requested, the manager at the desk (Erica) was belligerent and threw lies at me like crazy and never realized that what she was saying to a customer. First, she said, the loyalty discount has been included in the price, then she said, it is not offered on ****  both of these things cannot be correct at the same time. Then she threatened me to cancel the sale! Then, comes the second manager, I asked him to show me that Honda Loyalty discount has been included in the price, he said we do not disclose these things in the offered price. I have been cheated out of $500! I am trying to find a way to request Honda to either clearly state that Honda Loyalty Program is phony or dead, or issue a check for $500, as has been widely popularized. Have sent feedback to both Landmark Honda and Rosenthal, but no response has been received.

  

  Business response

  01/10/2022

  AHFC is not offering a $500 customer loyalty on ****.

   

  Customer response

  01/25/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The sales agent and consequently the manger advised that the $500 offer was 'included' in the offered price, when requested details of the credit, she changed her mind and went off to a variety of excuses for not extending the incentive.
  
  Regards,
  
  ***********************

  

  Business response

  02/03/2022

  We do acknowledge your concerns but the $500 offer is only offered by Honda to recent College graduates and Military. They require as documents a copy of transcript or an LES.

  However, if you have a written promise from one of our employee we will honor it.

  Thanks

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