Coeur d'Alene Honda

Review: On April 18th, 2013 I made an appointment at 4:00 PM for an oil change and to get my air filter replaced. I was told it would be a 45 minute wait, after an hour and a half (and nobody coming to give me an update as to why it was taking twice as long as they said) I went in to see what was taking so long, if everything was ok. I wasn't told anything other than "oh, I'll go check and help them wash it so you can get out of here." I was the only person in the waiting room, so I don't know how many people had dropped their cars off for oil changes at the same time that I was there, but it didn't seem like too many. I paid my bill while they checked it, and it was brought out shortly after and I was told "we ran out of time, so it's still wet but it's clean." I was fine with this, I just was ready to leave at this point. After I left, I went to a store and when I was walking across the parking lot, I noticed a hole in the top of the lift gate, and when I looked closer I noticed the nozzle for the washer fluid had been pulled off. I called the dealer and was told to bring it by to look at. The first guy that came out was nice and went to get the manager, [redacted]. [redacted] looked at it for 2 seconds and told me that they didn't do it. The light cover for the 3rd brake light has a crack in it (was like that when I bought it), and he said whatever caused the crack must have taken the nozzle off too. I informed him that it was there that morning, as I had used it, that I knew the light had been like that. He still told me that I was mistaken, with a smile on his face. He then told me "I don't have to do anything, but I will look for a replacement at a junk yard." Took my number, called me Friday morning to let me know that there weren't any parts at a junkyard and that he ordered a new part, it would be in on Tuesday. I haven't heard another peep, and quite honestly don't trust them to touch my car again. I ordered the part myself in an effort to never step foot on their property again.Desired Settlement: I would like my money back for the terrible experience. I was called a liar over a $15 part that was accidentally pulled off, even after I made it very clear that I knew the lens cover that is easily $150 was an existing issue and was not trying to "scam" them into replacing that, I just wanted them to make the situation that they were responsible for right.

Business

Response:

Review: I purchased a 2008 cadillac escalade from the company on March 6, 2015. Upon bringing the vehicle home I noticed that something had been leaking after it sat for approximately 2 hours. I was on my way out of town so elected to contact the dealership the following week when I returned home. I placed a call regarding a dvd remote that was not in the vehicle and a 2nd set of keys along with the leak on Friday March 13. I spoke to the sales manager and was told that I needed to contact the service manager. He was not in at the time and a message was left. The following week I did not receive a call back so I placed another phone call on Wednesday March 18th. In the mean time I elected to take the vehicle to an auto shop and found out that the leak was coming from a broken transmission dipstick tube. I contacted the service department AGAIN and left another message. I was out of town again on March 20-22nd. When I returned home I contacted the dealership on that Monday 23rd and was told that I needed to speak with the sales manager. The sales manager claimed that I needed to speak to the service manager. I contacted the service department & spoke to the service manager, [redacted] who informed me that he would need to speak with the sales manager to determine if the dealership would cover the cost. I received a voice message from [redacted] on March 25th saying that the dealership would not cover the cost of the repair.

When I purchased the vehicle I was given a power train limited warranty. In the warranty it clearly states the following:

What this power train limited warranty covers:

Transmission -

Case & all internal lubricated parts including:oil pump, valve body, torque converter, vacuum modulator, governor, main shaft, clutches, bands, drums, gear sets, bearings, bushings, sealing rings, TV cable, solenoids, electronic shift control unit, transmission mounts, cooler, cooler hoses and hard lines, DIPSTICK & TUBE, fasteners for the components listed above.

Unless I am missing something it clearly states that the dipstick and tube are covered items.

The above is the EXACT wording from the power train limited warranty.

This situation has rendered my vehicle undrivable since the date of purchase. Not only is this something the dealer clearly should have taken care of as a matter of customer service, but obviously it was a problem when the vehicle was purchased. I have since learned that the cracking/breaking of the transmission dipstick tube has been a consistent problem in certain years for GM. Although it was not covered under a recall the individual assisting me at Becker Buick informed me that they have replaced many of these tubes.

I have taken the vehicle for repair at a cost of $238.00.

It is very unfortunate that Honda elected to handle the situation like they did. I will certainly share my negative experience with as many people as possible. That is not the way that you gain customers for life.

In addition, I was not given a 2nd set of keys nor was the dvd remote returned. I have a promise to repair the rear dvd player as well and would like that done elsewhere.

*If needed I would be happy to scan and email a copy of the limited power train warranty.Desired Settlement: Dvd remote, dvd repair, refund for cost of dipstick tube repair, 2nd set of keys.

Business

Response:

Please see content of letter mailed 03/31/2015. Package mailed same day.

Review: 8-8-14, I took my 98 [redacted] to Coeur d'Alene [redacted] for front struts, alignment, and new tires. Immediately heard a noise...squeak/thunk...at the right front. I waited, thinking something wasn't settled in or something...then made an appointment for 8-20. After a test drive with me so they could hear the noise, they looked at it and said that a bolt must have worked loose and they tightened it. Reminded them that the noise had begun immediately. Was told they oiled a bushing and that the squeak would stop soon. Noise continued. Back on 9-5. Was told that right front strut was bad and that they had never seen that happen before. Back on 9-8, they replaced the strut, saw that it too was bad and that a new one would be in tomorrow the 9th. I was told that there was no way to tell it was bad until installed. Went to scheduled appointment 9-10 and was told that the part did not come in as expected but would be in by the 16th. Was called on 9-15 and told that the strut was in and that they had tested it and it was good. (Was earlier told that there was no way to tell.) Went to scheduled appointment on 9-17 and they replaced the strut for the 3rd time. Asked for partial refund...they offered a detailing...I accepted...they suggested I do it in spring. I drove away and it began making the same noise immediately. On 9-22, I went to an independent repair shop who went over the car without me telling them anything about the strut...only that there was a noise. They reported that the right front strut or mount was bad. That day, I called CdA [redacted] and told them that I would like a refund. Was told that he would check and let me know. Two hours later, he called and said that I would receive a refund of $613 in a couple of days. On the 24th, I received a call saying that they would NOT refund my $. I reminded them of his earlier call and he denied that the conversation ever took place. They offered to come get the car, provide a loaner, and to again replace it at no cost. I do not want detailing.Desired Settlement: I would like a refund of the cost of the struts and the alignment...per CdA [redacted] when they called me on 9-22, that is $613. I am having this work redone at an independent repair shop. To offer a 4th replacement is silly and unacceptable. I have been a customer for 12 years, but will not be back. I am very disappointed in the poor work done, and in the blatant lie. I was told I would receive a refund and then they called back saying they had never said that I would.

Business

Response:

We are very sorry Ms [redacted] is upset about the strut replacement. She has been a long time customer. The part in question failed and the part and labor to replace it would be warrantied through [redacted]. The service department tried to explain this to the customer and offered to pick up the customer's vehicle for the parts replacement and to detail her vehicle, both at no charge to Ms. [redacted]. The part was defective and the service department has been working with the [redacted] parts & service representative to try and get a refund for the customer per her request. There was a misunderstanding as to how a refund for a warranty part is approved and received from a manufacturer parts warranty claim. The situation is complicated since Ms. [redacted] chose to have the part replaced with a non-[redacted] part at different facility. We will continue to work directly with Ms. [redacted] and with [redacted] to try and find a solution.

Review: A couple of weeks ago I had my car detailed at Honda. They kept my car from 8am -12:30. When I picked up my car there were still stains on the back seats and several areas were missed around the floor in cleaining. I pointed out the stains. The detailer said it was the upholestry not allowing for the stains to lift. I paid and emailed his boss later. The detailer called me a couple days later to discuss my disatisfaction and wanted me to bring my car back in. By this time I had already taken my car elsewhere and the stains are gone. I asked them for a full refund for my time and services not rindered. Haven't heard back from anyone on my request in a week. I have pictures still that I emailed to them revealing that my car was not properly detailed as their website claims would happen. They didn't have the proper cleaning equipment.Desired Settlement: Full refund. $95.00

Business

Response:

Re: [redacted] – ID [redacted], Response to Mr. [redacted]’s request for a full

refund on his $95.00 interior detail service.

Mr. [redacted] called our service/detail department requesting an interior

detail, he informed the Detail Manager [redacted] that there were stains

present on the seats. Mr. [redacted]

inquired as to color of the seat material.

He was told they were beige. Mr. [redacted] then explained to Mr. [redacted] that

there was no guarantee that the stains would come out of light colored cloth

fabric.

When Mr. [redacted] dropped his car off for the service, Mr. [redacted] inspected the

stains and again explained that they may not come out. Mr. [redacted] chose to leave his car for the

detail with no guarantee that the stains could be removed.

The detail department completed the full interior detail

including: Vacuuming and cleaning the entire interior of the car, carpets,

seats, door panels, dash, windows and vacuuming the trunk. The rear seat where the stains were present

was removed for cleaning and given extra time and effort. Heavy duty foam cleanser and brush,

extraction and then a mild solvent were used to try and remove the stains. The stains were reduced but were not

completely gone. When Mr. [redacted] came

to pick up his car, Mr. [redacted] went over the vehicle with him and explained the

steps and extra time spent trying to remove the stains. Mr. [redacted] seemed to understand. Due to the extra time taken to complete the

service the detail department also washed the exterior of the car for Mr.

[redacted] at no charge.

Mr. [redacted] states he has already had the seats cleaned

elsewhere and that the stains are gone. We endeavor to provide the finest quality

service and honor our commitment to provide such. When Mr. [redacted] brings in his vehicle, our

detail department and service manager will inspect the stained area in

question, if the stains have been removed successfully by another detailing

department, we will be happy to discuss a partial refund. Mr. [redacted] did receive a full interior

detail, and a free exterior car wash, so a full refund would not be warranted. To date Mr. [redacted] has not returned our

call or brought his vehicle in for inspection.

Sincerely,

[redacted], General Manager

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Their response did not resolve my complaint. They admit no being able to lift the stains whereas one of their competitors had no problem removing the stain. Services were not rendered as their website claims it would be, everything they spouted was an excuse which does not resolve the fact that I didn't get the service that I paid for... I want to be fully reimbursed.

Here is what their website says about their interior detailing guarantee:

Interior detailing involves cleaning the passenger compartment as well as the trunk of the car. All of the dash area, panels, windows, seats and carpet are cleaned extensively. Vacuuming is standard, and steam cleaning, liquid cleaners, and brushes may be used to remove stains on upholstery. Some nonporous surfaces may also be polished. Some detailers remove seats and other interior components to provide the most thorough clean possible."

They did not remove my stains, another detailer was able to which means they didn't live up to what they guaranteed. I want my money back.

Regards,

Business

Response:

Per requested, Mr. [redacted] should bring his vehicle in for inspection. He can ask directly for myself. [redacted] - General Manager.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not going to bring my vehicle in for inspection. By their own admission, when my vehicle was detailed I called to their attention that they were unable to remove several different stains on the seats, this has been agreed upon. This is unacceptable. Why are we going back and forth on this issue. Here is the breakdown:

1.) I spent 4 hours of my day waiting for a vehicle that was not properly cleaned to my satisfaction.

2.) I was informed by the head detailer that they were unable to remove the stains because of my upholstery and not because of a failure of their cleaning equipment or process.

3.) I sent an email to the service directior hoping to solve the problem and instead was asked to bring the vehicle back in the shop to re-evaluate, the problem is that I had already had the stains removed from one of their competitiors.

4.) I then asked for full reimbursement with no response to my request.

5.) I filed a complaint with the Revdex.com (and put them on notice of my intent to do so) if they did not fully reimburse me for wasting my time and not getting what I paid for.

6) I received no response until I filed the complaint with the Revdex.com and they were still unwilling to do the right thing even thougth they admit they were unable to successfully remove the stains at a cost of $95.00.

7.) They want to inspect my vehicle? Why? What would that do? The pictures clearly show they were unable to remove several stains, they admit they weren't able to remove several stains? Why do they need to inspect the vehicle?

I want my money back for services not rendered to complete satisfaction!

Regards,