Complaints

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On July 1st, 2024 I went to Metro Honda to purchase a car as mine had been totaled in an accident. I saw and test drove a Honda Civic and we discussed a price of $18,000 for the vehicle and later went to do my paperwork. I was adamant about not getting the Honda Care package as my previous cars were Honda's and I was familiar with their service. The finance manager later told me, in order to get my loan approved that I needed to purchase Honda Care and I would also need to increase my down payment. It seemed odd, because I had previously financed vehicles and never bought a service contract anyone can get a car with no money down, but I couldn't prove it at the moment. So, it came time to sign documentation and the price listed for the car ($23,00) was higher than agreed and Honda Care ($4,500) had been added. Unfortunately it was about a week before I could contact the finance company and when I did it was disclosed that they do not force customers to get service contracts for their financing. So the finance manager LIED to me after I repeatedly told him and the sales guy that I didn't want the service contract. In addition, I only received one key for my car and was told I would be contacted later. It's been 17 days, and I still don't have my second key. I'm typing this after emailing Metro Honda, the sales guy (Eslam Kouta) and numerous phone calls, about cancelling Honda Care, which were all routed to voice mail. I have about 12 days before my tags expire and I have not heard anything from them about receiving my plates.

  Business response

  07/20/2024

  We have emailed *********************** to ask her for an appointment to come in to cancel the warranty. 

  Thanks

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

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

  *********** cell

  Customer response

  07/24/2024

  
  Complaint: 22009519
  
  I am rejecting this response because:

  I've called the business numerous times, I even left a voice mail. Today, 7/24/2024 is my second email That I sent ********************************* and I still haven't received a response.
  
  
  
  Regards,
  
  ***********************

  Business response

  08/05/2024

   

  Please email corresponds between me and ***********************. I ***** received a call nor an email back from her. 

   

  Please see below. 

   tried calling again and I still haven't gotten a response back.
  
  
  
  On Monday, July 22, 2024 at 12:43:15 PM EDT, Ess Ell <***********************> wrote:
  
  
  
  
  
  I just tried calling you. I will try again later this afternoon. 
  
  
  On Saturday, July 20, 2024 at 07:16:09 PM EDT, ********************************* <**************************************> wrote:
  
  
  
  
  Hi *******,
  
  
  Hope you are well. We would like to apologize for the inconvenience. We would like to thank you for your business. We appreciate it very much. We would like to ask when you can come into our dealership to have the warranty cancelled. We can set up a time and day when you can come in at your most convenient time. 
  
  
  Please let us know, again we apologize on behalf of Metro Honda, and I am looking forward to hearing from you. 
  
  
  Thanks,
  
  ************************;Platform General Manager
  Metro Honda  ******************************************
  Honda of Toms River   **********************;  ********************
  **************************************  ************ x 1298ll us why here...

  Customer response

  08/16/2024

  
  Complaint: 22009519
  
  I am rejecting this response because: I got an email saying my complaint was closed, but I just received an email from Honda Care on 8/14 in response to the dealership not cancelling my service contract as they said they would. I can forward the email. I did go to the dealer on 7/29 and I had to wait to see if they cancelled it, but when I called Honda stated that they never received paperwork.
  
  
  
  Regards,
  
  ***********************

  Business response

  09/06/2024

  We have cancelled the product for *********** on the same day she requested for it

   

  we have sent the forms over to her and she has her initials on the forms 

   

  please remove this complaint thanks 

   

  ************************;

  platform General manager 

  *********** 

   

  Customer response

  09/15/2024

  
  Complaint: 22009519
  
  I am rejecting this response because:
  I called and emailed ******************** and he never returned my phone call. I eventually went to Metro Honda (Monday 7/29) because my calls were unanswered and I didn't have my plates or missing key. I was able to get my plates before the temp tag expired. When I went to the dealer I filled out the cancellation sheet for Honda Care. The finance manager *******************, the on e that lied and told me I had to get the service contract in order to get my vehicle financed, again lied telling me it could take up to 6 months in order for the $4500+ tax to be refunded. When I spoke to Honda Care they said it would take a couple of weeks. I didn't realize until later, that the initial form I filled out didn't have a date on it so I waited a little more than a week and contacted Honda Care. When I spoke to them I told them my dilemma and they confirmed that Metro Honda NEVER submitted the cancellation. They guy I spoke to sent me the form (Friday 8/9), I later filled it out and sent the email back.

  Somewhere around September 12th, Honda care finally sent the check to my finance company for about $4700 for the cost of the service contract. I am happy that this is mostly over with, but disappointed in the lies and unethical behavior from Metro Honda and the finance manager ******************* that initiated this lie. I am also forced to pay a high monthly payment because the service contract was included in my original finance agreement and I can't get rid of it unless I refinance the vehicle.
  
  
  Regards,
  
  ***********************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I traded in my vehicle and purchased another vehicle from Metro Honda in August of 2022. I had an accident in November 2023. I realized 1. I was not offered gap insurance and was responsible for the remaining balance 2. My co-signer and my signature was forged on a vehicle service contract. I cancelled the contract in February 2024. I still have not received my refund. 3.Honda reported my car as a charge off. I was told by representative that this was not going to happen if I made a plan and continue to make payments.

  Business response

  07/09/2024

  To whom it may concern, I emailed Ms. ****** and explained that a GAP insurance being presented by our finance manager is almost impossible to get missed as it is part of all the forms generated through our system. In regard to the cancellation, I emailed her to set up a time so we can process. 

  Customer response

  07/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  It is a LIE that I was offered GAP insurance. As I knew my trade had negative equity. I also had someone else with me that could vouch for that. I am left to pay almost 10,000 difference on a car I do not even have. Then Honda is also reporting on my credit report as a write off even though I had an accident. There was no resolve offered. AGAIN, my name and the co-signer name was FORGED on documents. Legal action may be taken. 
  
  
  Regards,
  
  ******* ******

  Business response

  07/20/2024

  I apologize for the inconvenience to *******, unfortunately I disagree 100% form her claims as Gap is something we never miss to present to all of our clients. In fact, on Leases this is now required, a vehicle cannot be leased without a GAP insurance. We pitch the Gap insurance to all customer as a normal practice since we are protecting our, interest, the banks interest and last but not least the customers interest and protection. 

   

  These products are set up in our system so it cannot be missed. 

   

  Ms. *******'s complaint is not legitimate so we would like to request for your good office to drop this case, hoping for your kind consideration. 

   

  Thanks

  Manny M

  Platform General Manager 

  Honda of Toms River

  Metro Honda

  ***-******* cell. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Car Was Rear Ended March 24 2024 , I Went Through ******************** To Help Fixed Damages To My Car , My Problem Is That When I Towed My Car To Metro Honda Dealership They Didnt Put It On Diagnostics To ****************** People The Problems Of My Car My Service Advisor ******* Tells Me They Dont Do That When A Car Comes In For Body Work But I ************************ The Next Morning My Car Isnt DRIVEABLE I Tried To ************************ Off Completely So ***************** Doesnt Want To Pay Because The Accident Happen In ************** Front But My Thing Is ******* Would Of Put My Car On Diagnostic When It Arrived It Would Of Been Fixed So ***************** Only Paid $11,403 For ********************* The Inside Also ******* Told Me They Dont Test ***************** Do Because He Also Told Me Someone Drove My Car To *********************** Was Fine So ******* Messed Up Big Time I Need Help Making Him Fix My Car He Keep Telling Me **************** Problem But Its Not Because He Didnt Put On Diagnostic Only Cause He Want More ******************** I *************** Body Repair Shop Are Trying To Get Over He Also Made Me Pay $616.00 To Removed Codes From My Car As Well When I Wasnt Suppose To Pay Anything If I Went Thru Her Insurance BUT YES THE PROBLEM IS MY CAR IS NOT GASSING PROPERLY ( ACCELERATING)

  Business response

  05/20/2024

  ************ came into our dealership for body repairs due to being rear ended. We repaired the vehicle as per the insurance estimate provided. Customer is now complaining about the lights on the dash and vehicle not accelerating properly. We are surprised to receive a BBB complaint from ************ when we did not have anything to do with the insurance declining additional repairs. This case is between the insurance and ************, we as a dealer are just trying to help out. 

  Customer response

  05/20/2024

  [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.]

  My Whole Thing Is That My Car Came In Due To An Accident My Car Was Suppose To Be Put On Diagnostic So The Dealership Can ****************** Whats Wrong With The Car , I Spoke 2 Different People At Metro Honda Already & They Told Me Yes Your Vehicle Was Suppose To Be Put On A Diagnostic So We Can Know If It Has Internal Damage  
  
  THE INSURANCE ONLY PAID FOR WHAT THE SERVICE ADVISOR TOLD  AND SHOWED THEM 

  THE iNSURANCE WOULD OF PAID FOR IT IF IT WAS ANNOUNCED AND SHOWED PAPER WORK FOR THAT MY CAR AS INTERNAL DAMAGES AS WELL NOT JUST OUTSIDE DAMAGES 
  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

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Metro Honda ripped off a disabled elderly woman that saved up money to get a car because she cannot walk. She purchased a Honda civic worth only $13,000 and ended up paying $32,000 for it. She gave them ****** *********** told her she still had to pay 245 a month for 7 years. She went back less than 24 hours later to get her money back & give the car back & they refused. Do not ever purchase a vehicle from them. They have no return policy or grace ****** like other Honda dealers do because they know they arent fair with their deals. They dont even care to speak to the customer after they purchase the car. It took her 1 hour to speak with someone there because no one wanted to deal with her after she already bought the car.

  Business response

  02/12/2024

  This seems like a third party complaint rather than a complaint from the actual customer...

  *******************,

  We have received your complaint through the Better Business Bureau and we take your concerns very seriously. We regret to hear about your dissatisfaction with your recent experience at our dealership. However, after a thorough review of the circumstances surrounding your transaction, we would like to provide some additional context in response to your complaint.
  
  Upon reviewing the details of your transaction, it is important to clarify that you were not alone during the entirety of the purchasing process. During your visit to our dealership, you were accompanied by another individual who was assisting you in the transaction, and you were also in communication with someone over the phone. We understand that this may have influenced your decision-making process.
  
  We would like to emphasize that the vehicle you purchased is a Honda certified vehicle, which has undergone a rigorous 182-point inspection and has been serviced to meet all the qualifications of the certification program. Certified vehicles typically have a higher sale value, ranging from $2000 to $3000 more than non-certified vehicles, due to the additional assurances and benefits they provide.
  
  We empathize with your situation and would like to extend an invitation for you to return to our dealership to discuss the details of your purchase further. We would be willing to explore the possibility of a vehicle trade-in to find a solution that better meets your needs. However, we regret to inform you that at this time, the transaction has been funded by the bank and completed, and as such, we are unable to reverse the sale.
  
  We value your satisfaction and would like to work towards a resolution that leaves you with a positive experience. Please feel free to contact us to arrange a meeting at your earliest convenience, so we can address your concerns and explore potential options for resolving the situation.
  
  We appreciate your patience and understanding in this matter and look forward to the opportunity to discuss this further with you.

  ***************************, Director of Sales

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

   

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 2023 went in to get a car for my daughter, we walked away with the car and paperwork for registration etc. I noticed that i had not heard from the dealership about the plates and noticed that my credit was ran again without my permission. Two weeks later i was still asking for an update on the paperwork. When i decided to stop by unannounced to the dealership, ***** the finance Manager was visibly shaken. He brought me the paperwork that had my daughter listed as a co buyer and me as the main buyer on the contract , i told ***** it was wrong and he stated that i should not worry about trivial things. ***** forged my and my daughters signatures on the contract, when i asked ***** about it he said that it didn't matter and that i should be thanking him because he lowered my payment by 100 dollars a month or so. I responded are you serious you forged all my contracts and i have to say thank you? i tried talking with the Manager several times since this dealership is an hour away from me and i have a severe disability, but management stated that they did nothing wrong and that i should have fun trying to prove it in court. I had to call the police since the dealership was not cooperating with me. When the supervisor of the police came, the dealership personnel was also rude to them and told the police officer again, that i should be happy that they got me a better deal. I have now reported it to the authorities and will follow up with a lawsuit for Identity theft, theft of services, forging ETC. This business should not be open, its not fair that they take advantage of people but i should have known since im disabled and they do not have a ramp or common courtesy with their buyers, which should be a warning sing.

  Business response

  02/07/2024

  We are writing in response to your recent complaint filed with the Better Business Bureau. We take all customer concerns seriously and appreciate the opportunity to address the issues you have raised.
  
  First and foremost, we want to assure you that we have all signed and necessary documents from you in our possession. At no point did we forge your signature, and we have conducted our business with the utmost integrity and transparency.
  
  Regarding the discrepancy in the monthly payment amount, we want to clarify that you signed the documents agreeing to the revised payment terms. Furthermore, we were pleased to inform you of a better deal that we secured from the bank, which would resulted in substantial savings for you over the course of the loan. We acted in good faith to provide you with the most favorable terms possible and lowered your previously, sign and agreed upon, payment.  This payments was $100 less monthly over a 72 month term, resulting in a saving of over the loan of $7,200.
  
  We regret any miscommunication or misunderstanding that *** have arisen during the process. Our goal is always to ensure that our customers are fully informed and satisfied with their experience at our dealership. We value your business and are committed to addressing your concerns in a fair and equitable manner.
  
  In response to your mention of the police involvement, as we explained to you at the time, this is a civil matter and not a criminal matter. We have consistently conducted ourselves with professionalism and courtesy in all our interactions with you, and we remain committed to resolving any outstanding issues to your satisfaction.
  
  We strive to provide exceptional service to all our customers, and we sincerely apologize for any inconvenience or distress you *** have experienced. It is important to us that you feel valued and respected as a customer, and we would welcome the opportunity to discuss your concerns further and work towards a resolution that meets your expectations.
  
  Please feel free to contact us directly to discuss this matter in more detail. Your satisfaction is important to us, and we are committed to addressing your concerns in a prompt and efficient manner.

  ******************************, Director of Sales, Metro Honda. ******************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Metro Honda ripped us off. The manager (****, who I'm shocked still has a job) even promised me a partial refund of $300, which never arrived. I called to follow up and ******* told me they mailed a check, but that was a lie, just like everything they say. Lying is their whole brand here. They did over $1.2K repairs on a totaled car (and suggested we do over $3K in repairs, but we only did what was 'needed now'), and then they tried to convince us to do a further $6K in repairs, while discouraging us from calling the insurance company. My husband hit something in the road over a year ago. Their exact words were "calling Geico will be a waste of your time, since you don't have a real accident date". We called insurance and this happens all the time. Insurance paid out the totaled car and Metro Honda never got another dollar from us. Coincidence? Not a chance in h*** We even looked at the cars they had on the lot while we were there and our salesperson (*****) was high as a kite. I'm shocked they are still in business with their unscrupulous practices. We originally took the car in for regular maintenence, but were told we needed $3K in repairs. We did about $1.2K in repairs, including replacing the links. The links broke within a few minutes of leaving the dealership. They then put the car on a lift and told us the subframe was bent. They kept the car another night and called the next day saying that they needed to do $6K in repairs. They discouraged us from calling insurance and when we did, it was a total loss. We think they wanted us to fix a totaled car and continue coming in for the various issues we would experience after their $6K fix, just to keep the money coming in. Once insurance got involved, they did not get any more money. They are running a scam and its not just on us. Check out the rest of their reviews on Yelp and ******* I wish we did before working with these lying, cheating, scamming scumbags.

  Business response

  12/11/2023

  We have a $300 refund check at the dealership waiting to be picked up.  This should resolve this complaint.

  *************************** Sales Director.

  Customer response

  12/13/2023

  [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

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I walked in to get the promised vehicle HRV in exchange for my 2014 Honda Accord. Sales man Genero was the sales person. After being in the dealer ship for 6 hours and me trying to just exit the dealer ship I was sold a 2018 Honda Fit when I first was given a CRV to test drive and then showed various HRVs. The salesman put the deal through under my sons name and Uber him from Queens ** to ******* **. I expressed repeatedly that I was not interested in the FIT and was told that in a year I could refinance and get the vehicle that I first was promised. Four months into this finance the inside of the radio screen broke and upon me taking it to the service center at metro Honda I was told that it wasnt covered under the warranty and was refused and turned away. I am at the point of filing litigation against Metro Honda for getting me into a vehicle that I didnt want and causing me mental anguish and frustration for the past four months.

  Business response

  10/03/2023

   

  Thank you for reaching out to us regarding your recent purchase of a 2018 Honda Fit and the issue you experienced with the radio screen. We apologize for any inconvenience this may have caused you.
  
  After reviewing the details of your concern, we understand that the radio screen broke after four months of purchase, and our service department was unable to have it covered under warranty. We would like to clarify that the warranty provided by Honda covers defective or failed parts, but it does not extend to parts that have been damaged. It is important to note that warranty coverage is designed to address manufacturing defects rather than damage caused by external factors.
  
  However, we value your satisfaction and are committed to resolving this matter for you. As a courtesy, we would like to invite you to bring your vehicle back to our dealership with an appointment. Our service team will thoroughly assess the situation and make every effort to get the radio screen repaired. Additionally, we will submit a secondary warranty claim on your behalf to further explore the possibility of resolving this issue.
  
  We apologize for any inconvenience caused and appreciate your understanding. Your satisfaction is our top priority, and we are dedicated to providing the best service possible to our valued customers. Please let us know a convenient time for you to visit the dealership, and we will prioritize your appointment to address this matter promptly.
  
  Thank you for your patience, and we look forward to assisting you further. 

  ***************************, Sales Director. ************

• Initial Complaint

  08/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from Metro Honda on June 14, 2023. That car got towed due to Metro Hondas failure to process my paperwork on time and getting my plates. It is now going on September and I have still not received my plates. I had to call Metro Honda numerous times for them to get my car out of the tow yard, over 10x a manager said they would call me back and did not. I had to make a BBB complaint for them to even care and finally contact me as they had denied to give me a loaner until the BBB was involved. After having the loaner for a month because my plates still have not arrived, the loaner got towed from my house the morning I was preparing to travel for work. Upon calling the police department, I found out that the loaner vehicle had fictitious plates. the plates that were on that loaner vehicle were not registered to that car, which I had been driving for a month now. If I were to have gotten pulled over, I would have been at risk of being arrested. How could they be so careless? Due to the police department not releasing the car because the title needed to be corrected, I had to find an alternative way of traveling because I still had to be at work. My wallet was in the car when towed and the towing company would not allow me to retrieve it so a rental car was not an option. This left me to buying a flight, that cost me $600. The dealership has yet to reimburse me due to them being the reason I had to spend this on travel because of their carelessness. On top of already owing me a promised reimbursement for a DMV violation that I had to setting due to their failure to submit my registration on time. This has been a nightmare, Ive been paying a car note and car insurance on a car that is not in my possession due to them and they could care less. The General Manager, ************ has yet to ever contact me to touch bases, apologize or even be present in this matter. *** called to speak to him multiple times and have had no luck and he refuses to speak.

  Business response

  09/06/2023

  Mrs. ***************** plates have arrived and have been picked up. *********************** has received the reimbursement check which would satisfy the BBB complaint resolution as requested.
  
  
  Thank you for your understanding and cooperation. We are committed to resolving this matter to your satisfaction.

  Customer response

  09/09/2023

  [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. ******* worked closely with me and made sure my plates arrived and I was able to pick my car up. The original reimbursement check has problems and ******* got another one issued. While I am waiting for the new check to clear with the bank, ******* has been reassuring me that it will clear. I have enough faith in him that if I am to have further troubles, he will help because hes been helpful throughout this whole disaster. Thank you, *************** 
  
  Regards,
  
  ***********************************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business violates "Do Not Call" directives. I am on the *** do not call registry. I have also contacted this dealership directly and asked to be placed on a do no call list. I have spoken to employees who tell me that my account is listed as do not contact, and yet I get at least 3 phone calls weekly in addition to emails and direct mailings. This dealership has no respect for/regard for regulations regarding customer contact, which is bordering on harassment

  Business response

  09/02/2023

  Dear *****************************,
  
  We apologize for any inconvenience caused by the unwanted communications you have been receiving from Metro Honda. We have thoroughly investigated your complaint and have taken immediate action to address the issue. I am pleased to inform you that we have removed you from all of our contact lists and databases.
  
  Please be assured that as a result of our investigation, we have identified the error that led to the continued communication despite your request to be placed on our "do not call" list. We have taken steps to rectify this situation to ensure that you will not receive any further phone calls, emails, or direct mailings from our dealership.
  
  We deeply regret any frustration or inconvenience this may have caused you. Customer satisfaction is of utmost importance to us, and we take compliance with regulations and respect for our customers' preferences very seriously. Rest assured that we have reinforced our internal procedures to prevent such occurrences in the future.
  
  Once again, we sincerely apologize for the inconvenience you experienced, and we appreciate your patience and understanding throughout this process. If you have any further concerns or questions, please do not hesitate to contact us directly.
  
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to restore your trust in Metro Honda.

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

  Director of Sales

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

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I purchased a car from them and I got a warranty but the salesman canceled my warranty phone and kept my money. When I went to get my car serviced they told me my warranty was no good I have the contractor tells me my warranty was paid for. They also told me that I could trade my car in in six months and purchase another one newer I know I am not the only one that has a problem with this company and I really need to have it fixed. Also they would not give me the name of the owner of the company I would like to follow small claims lawsuit against him.

  Business response

  08/05/2023

  Dear *******************,
  
  I hope this letter finds you well. I am writing in response to your recent Better Business complaint regarding the warranty issue you encountered at Metro Honda. We take customer concerns seriously, and I would like to address the matter to clarify any misunderstandings.
  
  According to our records and the information you provided, it appears that there may have been some confusion regarding the warranty and its associated costs during the financing process. Allow me to provide a detailed explanation of the events leading up to the resolution:
  
  1. Original Financing Deal:
  When you initially pursued financing for your vehicle purchase in the amount of $30,955, the loan application was submitted to **************** Auto Finance. However, the bank did not approve the loan with the warranty included due to their specific financing criteria.
  
  2. Explanation of Warranty Options:
  Upon learning that the warranty could not be included in the loan, our representative informed you that you had the option to purchase the warranty separately by paying the full amount upfront. However, you declined this option.
  
  3. Revised Financing Agreement:
  To accommodate your preference, a new loan agreement was prepared reflecting the removal of the warranty cost. As a result, the loan amount was adjusted to $29,356 to cover the vehicle purchase without the warranty.
  
  4. Updated Paperwork and Contract:
  The revised paperwork and contract, which clearly indicated the removal of the warranty charge, were provided to you for review and signature. This ensured that you were not charged for the warranty, and the loan agreement accurately reflected the final cost of the vehicle.
  
  5. Delivery of the Vehicle:
  Upon the delivery of the vehicle, you were presented with the finalized paperwork, including the contract with the correct loan amount and the absence of any charges related to the warranty.
  
  Based on the information provided, it is evident that Metro Honda did not retain any money for the warranty, as the warranty was not included in the final loan agreement. The loan amount was reduced to reflect the removal of the warranty cost, and you were not charged for the warranty according to the newly signed paperwork and contract.
  
  We apologize if there was any confusion or miscommunication during the financing process. Our team strives to provide clear and transparent information to all our customers, and we regret any inconvenience this may have caused you.
  
  If you have any further questions or concerns, please do not hesitate to contact our me by phone at ****************** or via email at *************************************** We value your business and would be more than happy to assist you with any additional information you may require. 
  
  Thank you for bringing this matter to our attention, and we appreciate your understanding.

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

  Director of Sales

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩