Ciocca Honda Of York — Local services in West Manchester Township

First, I want to say that everything I've said here I've said to management directly and they have made no good faith attempts to resolve it. So, I'm taking my concerns here to warn others about this dealership's concerning and likely illegal business practices. I would strongly encourage you to do business elsewhere. At the very least, DO NOT BUY SERVICE CONTRACTS/WARRANTIES from them. Not only are they nearly $1000 higher than what you can purchase online from other dealers (google it), the finance manager and manager will make you fight tooth and nail to get your money back. They won't return calls or emails, they'll only give partial refunds, they'll play dumb, etc.--all in the hopes of stealing a little bit of your money.

Here is the email I sent to the GM today, some parts removed for brevity:

I have had to fight to get my money [for cancelled warranties/service contracts] back at every turn in a way that I’ve never experienced and that has diminished all trust in your dealership. The best-case scenario is that your management is so disorganized and unprofessional that they cannot process a refund without half a dozen reminders from the customer. The more likely scenario is that your management is attempting to steal from your customers, bit by bit, and is just hoping that a few might not notice.

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Brief timeline of events:

April 12: Bought car. Purchased extended warranty after being told it could easily be cancelled/refunded. Later that night, I emailed Walt to request cancellation of service contracts. Email bounced back because you have the wrong email address for Walt listed on your website. I called and left a message.

April 14: I spoke with Walt by phone and he stated that he could price match the extended warranty I found online (note: I did not ask him to do this. I simply asked that he cancel the contracts). He said he’d check with the Honda rep to see if he could also do this for the prepaid maintenance plan. I said no problem either way; I could just cancel that one and keep the other. Walt agreed to call back.

April 18: Waited all week and never heard back from Walt. I called and left a message. Walt later called and told me that, as he mentioned earlier in the week, the price matching needed to be approved by the GM (not accurate—Walt did not say this). Walt stated that the GM would not approve it, so they couldn’t price match and I should just cancel the contracts if I didn’t want to pay $800 to buy them from Ciocca (this is exactly what I’d asked to do on April 12—again, I never asked Ciocca to price match). Walt then said that no one was available to do the paperwork so it would have to wait until Monday. Confused by all of the miscommunication, I left a message for Nick. He never returned my call (one of two times this occurred).

April 21: Walt emailed me cancellation forms to sign. I signed and returned the same day. Honda refunded my prepaid maintenance plan within two weeks.

May 14: I still hadn't received a check for the extended warranty. Honda had no information on this because it turned out it was a third party extended warranty. I emailed Walt and Nick to ask for an update. A check was cut the next day, likely not a coincidence.

May 21: I finally received the check for the extended warranty, however Ciocca conveniently left out $108 in tax. I emailed Walt and called Nick. Nick stated that he didn't know what happened, questioning whether the tax was refundable (really?). He eventually agreed to have a check sent out the next day.

June 4: I emailed Nick, stating that two weeks have passed and the check that was supposed to be sent out the next day still hadn't arrived. Nick replied, stating that the check would be in my mailbox by the end of the day. Very shortly after that, a man showed up at my doorstep (!) with the check (the one that was supposed to be mailed out...

Came to apple for all service for the 8 years we owned our 2011 pilot. Service was great for first few years but then noticed a decline. Seems convenient after warranties expire. This last experience will be the end of our dedication to Apple Honda. Went in for routine inspection/oil change. Came away with $1500 bill. Front brakes needed replaced. Totally understandable as brakes are every few years. Then the compliance bushings were torn and leaking. Never even heard of these as I’ve never had to ever replace compliance bushings on a car in all my years of driving cars. $1039 to fix just them. First that price is just a bit obsurd. During our own research come to find out Honda recognizes an issue with these and issued a 7 year or 100,000 mile warranty. We are at 8 years but only 82,000 miles. The frustration lies with the fact that they have inspected our car/compliance bushings for 7 prior years and not once mentioned this issue or noticed any deterioration in the bushing then all of a sudden year 8 they are totally destroyed. Service manager says they can show signs of wear but if they don’t fail they don’t replace. My issue is this was a recognized issue with the 2010-2011 pilots. Needless to say No compensation. I guess they don’t test drive a car after service to make sure everything is ok as our pilot has had stability issues for a few years due to the compliance bushings.

Next, their coupon scam. They issue brake coupons and parts coupons but don’t worry you can’t use them. Once they machine your routers the coupon is voided. She tried to say they always ask if you want them machined. Total lie as we were not asked. The parts coupon only good for buying parts over counter not when you get service. When they give you a loner car from enterprise they bill you $35 then credit you $35 as a coupon to make it look like they are giving you great coupon discounts. Asked them to reattach a piece of weather stripping that fell off sun roof. Technician says he glued back on best he could. Got home and the weather stripping was in the same spot on the passenger floor where we told them it was. So not quite sure what he glued. Went in with nothing wrong with tire pressure system. 20 minutes into the drive home the system had an error. Had to drive back another day only for them to say a battery was bad in the tire. Coincidental? Maybe. But just very bizarre especially since they rotated tires.

Overall we am leaving this dealership/service department on account of INTEGRITY concerns. I feel we were taken advantage. $1500 bill for about 3 hours of labor and our labor bill was $890. $300/hr!!!!!! Wow!

I did open a case with American Honda on the compliance bushings issue but will also be adding to that the integrity concerns I have with this dealership.

And their response is for me to contact the GM Jason. That’s laughable. A company that is truly regretful and value my business as they say they do in their reply would be reaching out to me and trying every which way possible to contact me to rectify the concern. Terrible...

Extremely disappointed. I wish to give negative stars.

I arranged appointment to see Honda Accord 2017 EX (Stock W210486A). It takes two hours to reach Apple Honda from my home.

Before going to dealership, I called and the sales department confirmed that the Vehicle is available in the Parking lot. However, when I reached showroom, the representative said it is in the back yard and will take one week before moving to Parking lot.

Is this a joke? To waste people's time?

Please be cautious, even they confirm you about the vehicle availability, DO NOT visit APPLE honda especially if you live far away.

Update # 1:

So, Apple Honda replied to me, there was a miscommunication? I really wanted to buy a vehicle today and cannot afford to pay for rental everyday weekdays and their FALSE commitment wasted my whole day. I only have Saturday to purchase a vehicle. So, now I have to pay for another week as rental so I can buy vehicle on coming Saturday.

My request is, If you can not check vehicle physically available in your parking lot ready for test drive, please do not waste people time.

Not to mention, the representative in store didn't even say sorry but instead said It is what it is, we can't help

People should read my review before even thinking about coming to Apple Honda.

I will spread the same reviews about Apple Honda where ever possible.

Update # 2:

On Monday, I called on the mentioned number since they said to give them second chance. I was speaking to Felix, and he said, he wants to cooperate and will inform me in one hour, how sooner the vehicle will be ready from service department so I can come and get it.

Unfortunately, the level of disappointment has crossed the level. I got a call from their senior manager after one hour and said, THE VEHICLE (ACCORD EX) HAS RECENTLY SOLD OUT. Would you like to come and see some other vehicles.

I am amazed how much FALSE commitment they do? On Saturday the vehicle was in service department and was supposed to be ready after one week. On Monday morning, Felix said, he will inform how sooner the vehicle will be ready. Then in one hour, senior manager called and said the vehicle is sold out.

Nothing is making sense. I think they advertise vehicles on website which do not even exist in their inventory to catch customers attention and when customers select a specific vehicle, they start speaking twisting language to shift their mind into the vehicles which are available and surely they are not the good deals.

Be Aware! I hope my feedback reaches to HONDA so they can take some action against them otherwise they are running...