Wheaton Honda

Wheaton Honda responded

Hi Kevin, This message was originally sent to you on May 15th, and received no response. After discussing this situation with all staff members involved, I wanted to go through the timeline of events with you, and clarify any information that may have caused some confusion. You arrived on Saturday to meet with Wayne and test drive the vehicle around 10AM, and completed the initial paperwork and credit application with our team around 11AM. At this time, our team submits that credit application to Honda Canada to determine whether you will be approved. We have no way of expediting this process, as we are at the mercy of the schedule of the bank as to when we receive that approval. In your case, we did not receive the approval until later in the day, at the same time that Emil had other customers in his office doing their delivery paperwork. When you called Wayne back at the end of the day (at 5PM), he called back within two minutes to confirm your approval, after checking with Emil once the his appointment with other customers was completed. Our dealership is closed on Sundays, and always has been. It is clearly listed everywhere that we can possibly list it, and the extra day of waiting is because the store was closed. On Monday, you contacted Wayne, who came into the store at 3PM that day. Immediately, he went to our delivery department, who called you back immediately to book a delivery appointment. At the time that you purchased additional products for your vehicle (undercoating, paint protection, rust protection and fabric protection), we advised you that we would need an extra day to ensure that the undercoating had fully cured after application (it requires a full 24 hours). Because of this, your delivery had to be booked for Wednesday. We fully agree that delivery should take place within 36 hours, factoring in business hours. If you had not requested undercoating on the vehicle, it would have been possible to take delivery on Monday night or Tuesday. In this case, it was necessary to deliver on Wednesday. We are hoping to find out if you have any feedback as to how we could have improved this process, or what steps you would like us to take from here. Please feel free to contact me at your earliest convenience. Vu Dao, New Vehicle Sales Manager 780-463-7888

Wheaton Honda responded

Hi Aaron, It would be greatly appreciated if you could email me your full name so that I can include you in this months draw for the $100.00 Keg gift certificate. You can reach me at: karen@wheatonhonda.com. Good Luck!

Wheaton Honda responded

Hi There, Can you please email me with your full name so that I can include you in this months draw for the $100 Keg gift certificate. You can reach me at: karen@wheatonhonda.com. Good luck!

Wheaton Honda responded

Hi Kirthan, Our sales team sold you a car in good faith and took your deposit after two weeks of appointments and contact, including encouraging you to visit other dealerships to ensure that you were receiving the best deal possible. After those two weeks where our staff spent a considerable amount of time assisting you with the process, you freely gave the deposit and signed a bill of sale and a statement of credit in order for us to arrange a vehicle loan on your behalf. The following day after you signed the bill of sale, you contacted my staff and informed them that you had been contacted by a competitor and were offered an additional oil change package from their initial offer, and that you wished to cancel the deal, despite the fact that the financing had already been secured and work had already been done to the vehicle. There are laws in Alberta that protect consumers and businesses alike. Similarly to the process of buying a home (or any other large purchase), businesses require contracts to be signed and take deposits to protect both parties – in automotive, it ensures that the buyer does not prevent them from other potential sales, as well as to ensure the costs of any work that may need to be done is covered before the work is completed. If another customer had come to the dealership looking to buy the vehicle you were interested in, we would honour the contract we made with you and would have declined to sell them that particular car. As well in this case, you requested that we install equipment onto the vehicle, and the price of those accessories and the labour costs associated for a technician to install them was covered by that deposit. When you contacted AMVIC to complain that you were being treated unfairly, you were informed by AMVIC that once a bill of sale (which is a legally binding contract) is signed, the dealership has no obligation to refund your deposit. I have offered to meet with you in person to discuss this issue further, and that opportunity is still available if you wish to speak. Regards, Ted Clark, General Manager