Air Duct Cleaning Inc

The repairs requested were not due to any prior repairs or work performed on the vehicleWe were however able to get some assistance working with the manufacturer on replacing the worn part due to the limited mileage on the vehicle, that combined with some Scott Honda goodwill covers the customers
request and hope she enjoys driving her newly purchased car

Good Morning,I have performed a review of the service history for our clients vehicle. The originating service mentioned was an oil change service and did not include a full brake inspection which is why the specifications were not indicated. With that mentioned I have surmised
after the brake pad replacement that our client drives in excess of 24,miles per year based off the first month of ownership of the certified pre-owned vehicle. This is double the driving pattern of most. My recommendation going forward would be to have an "intermediate" service performed on the vehicle every time we service the car to match a maintenance schedule to our clients driving profile.When the vehicle was certified it had a minimum of 50% brake pad life remaining as per standard dictated by American Honda's Certified policy. I have reviewed the certified inspection paperwork and confirmed that to be the case. It doesn't appear that the brake pad replacement needed was the fault of the client nor the technician that had performed the oil change 6,miles prior to the brake pads needing replacement, however, in the interest of working with our client and standing behind the solid reputation that our business model has built we would be willing to share in the repairs needed in this case as a goodwill gesture and reimburse our client for 50% of the brake repairs that we completed.Bob N***General Manager

[redacted] had funded the purchase on 3/24/16. The first payment is not due until 4/19/16, shortly before then the customer will recive a statement. We apoligize again for the trouble with paperwork, unfortunetaly we have no control over the change in credit score and banking approvals. We do value [redacted]s business and worked expediciosly behind the scenes to accomodate her requests and correct the issue. We are sorry that we could not meet her expectations.

We are in receipt of the complaint. Please note another dealership had been working with this customer prior to returning to our facility. Warranty work is scheduled for Monday 3-7 at Scott Honda. We will be happy to inspect the condition of the vehicle to ensure that everything is in proper...

condition. We will also be happy to provide another copy of the listed covered items under her warranty and answer any questions she may have.

Bob N[redacted] spoke with [redacted] this morning and has an appointment to trade out of the car and get something other than an [redacted] or [redacted]. We will need to appraise her car and see what she desires and hopefully put together a deal that makes her happy.

In response to [redacted]’s concern:
1. There was a paperwork error that had occurred during the purchase of [redacted]’s vehicle. The only thing owed to the customer was proper paperwork for the vehicle she purchased. This process took several weeks dealing with the lenders and working with the...

DMV to resolve. [redacted] requested the option of trading out of the original vehicle into something larger. We located and purchase the car fitting her description incurring a loss off a few thousand dollars in an attempt to satisfy her and accommodate her for the inconvenience and trouble while we corrected the paperwork issue. In addition we gave [redacted] a new vehicle to drive at no charge temporarily while the issue was being resolved. During this entire process she was kept informed of what was transpiring. Finally agreeing to trade her out of her original vehicle for a substitute and found that her credit score had decreased greatly. In trying to get her loan funded the dealership again absorbed an expense of several thousand dollars charged by the lender, also in an attempt to do the right thing to satisfy [redacted].
2. We are sorry for the error that had occurred and was resolved regarding paperwork with [redacted]’s vehicle. [redacted] was not treated any differently than any other customer that purchases or services a car at Scott Honda. As an award winning dealership and staple in the community we pride ourselves on going above and beyond for our clients and customers, this was no different and we are happy she was able to find a vehicle that fits her needs and has many years of trouble free driving ahead of her.

We are aware of the concern that [redacted] mentions. Unfortunately, we are unable to replicate any abnormal concerns with the car. American Honda does not have an exchange program for issues of this matter. The dealership has offered to trade [redacted] out of her vehicle. There would be an...

expense that would be incured by her should she decide to do it. The dealership has offered this making no additional money and tried to explain that the car she is trading will now be used and not new resulting in the reduction of value hence the expense on her part. Furthermore, if [redacted] can show us the concern we would be happy to repair anything abnormal with the vehicle. There are no service bulletins or recalls associated with this vehicle and the mentioned concern.

[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: [redacted]
I am rejecting this response because:I have included a couple of photos which show both my invoice and the unfinished inspection. The inspection is clearly listed as the first item on my invoice and is very clearly unfinished. I was under the impression that my car was inspected and my brakes checked in November, as per the invoice from that service. Full compensation for the parts and labor of the rotors is what I request. Sending a customer away with a partially inspected car and telling them that it is safe is a bigger deal than the ~$500 that I am requesting. I haven't written any other bad reviews or made mention of this incident on social media, and won't do so as long as we can resolve this.Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: 1.  It was not that simple.  By a "paper work" issue they mean correcting a Vin # swap which had two customers driving around with improper paperwork and insurance on a completely different vehicle. 2. "Several weeks" meaning almost 2 months 3. [redacted] gave me the exact dates they were contacted and sent the documents with two weeks. (I was told they were the reason everything was held up)4. I felt that I should be giving a slight upgrade for the hassle and mistake on their end which I finally gave up on because of all the lies.   I just did not feel comfortable getting back into the confused Vin # vehicle.  5. The vehicle they "purchased" was not what I asked for.  I request black on black with leather as well as Bluetooth set up which I had in the vehicle I purchased.  That vehicle did not have Bluetooth.  I was already going to settle for no back up cam. I had ever right to deny that vehicle just like I would have denied a vehicle that had mismatched vin numbers with the paper work. 6.  The "new car" they are speaking of is the loaner car that they insisted on putting me in the moment they realize what they have done wrong. I also had the swap out of once again because it needed an oil change.   I took at least 4 trips to Scott Honda that I did not plan on making from all off this. In addition, the communication from Scott Honda may have been the worst part of this entire process.  If I was at least kept up to date I would not have stressed nearly as much. I had to call there and get bounced around at least 7 different times just to get "some updates."   7. That fact that Scott Honda spoke of the cost that they incurred shows how much they really cared to please their customer that they inconvienced on multiple levels.  I was for sure after a while treated like some one who was annoying them. They started to tell me whatever they wanted to basically shut me up and completely switched the story when it came down to paperwork.  Futhermore, afte being promise to be at least put into something similar, once they saw my credit was not the Sam was before they changed everything they said previously (while waiting for the paperwork). Which left me paying a much higher interest rate thinking I had no other options.  When I said I return on Monday with my lawyer to review everything I was told that  they had to send everything back on Monday morning or else they would get their lawyers on involved.  Which I found out was an absolute lie per [redacted].  8.  As of March 25, 2016 - I still do not k ow where or when I should send a payment for my new car note.  I called Scott Honda asked to speak which someone regarding this issue and was told I had to speak with Tom in finance who handled everything.  Left name, number and issue two days ago and did not hear any response yet.  I called [redacted] and they have no knowledge of my account with them. 9. I am still lost and communication is lacking once again on Scott Honda's part. 10. I regret this statement because it is mere cover up of horrible employee , management and customer service issues. Many people look over the Vin # issue and many people worked together to sweep my issue under the rug.  Regards,
[redacted]