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My name is [redacted] and I am the General Manager of PHF Automotive, Ltd dba Performance Honda ("Performance"). I would like to acknowledge receipt of the Revdex.com Complaint ID# [redacted] regarding [redacted] and his visits to the service department of Performance ("Complaint")....

After investigating this matter, kindly accept the following information in response to his Complaint.On or about July 9, 2015, Mr. [redacted]brought his 2004 Honda Accord, VIN#[redacted], to Performance because the check engine light was on as well as other lights and the Vehicle was running poorly. At the time, the mileage on the Vehicle was 118,491. Performance checked the engine codes for multiple misfires and found spark plugs incorrect and rear bank plug well seals filled with oil. Performance replaced all 6 spark plugs and replaced the rear valve cover gasket with the plug Well seals. At that time the Vehicle was running as designed and was ready for Mr. [redacted]to pick up on July 10, 2015.Mr. [redacted]brought his Vehicle back to Performance on or about July 14, 2015 because of ignition issues. Performance inspected the Vehicle, found the Vehicle was running rough and after further diagnosis found that there was an ignition coil missing. We replaced the missing ignition coil and test drove the Vehicle and found it still running rough. We did further diagnostic and found that Mr. [redacted]had taken his Vehicle to another repair shop and they failed to replace the relay, which directs battery voltage directly to the coil and ignition module ("Relay"), and they left the Relay in the door pocket in the inside of the Vehicle. We installed the Relay and the car restarted and drove as designed. This Relay was instrumental to the problems that Mr. [redacted] was experiencing at the time.On July 18, 2015, Mr. [redacted]brought his Vehicle into Performance once again because the check engine light was on. He also stated that the front and rear brake calipers needed to be inspected. Upon further investigation it was discovered that the Vehicle had serious wire harness issues and to help Mr. [redacted]save money, Performance allowed Mr. [redacted]to order the parts. It was several weeks before we heard from Mr. [redacted] So I tried contacting him again to let him know that yet another wire harness was needed. Again a few more weeks went by and Mr. [redacted]finally brought in the parts of which we installed. After repairs were completed, in accordance with American Honda standards, we quickly notified Mr. [redacted] that the repairs were completed and his Vehicle was ready for pickup. Several attempts were made to Mr. [redacted] at the phone number listed and we finally heard from Mr. [redacted]on or about June 22, 2016 by Way of email. He informed Performance at that time that the number We had of record Was no longer in service. Finally, on or about August 24, 2016, Mr. [redacted] contacted Performance and We discussed the charges and agreed to a price which was 50% less than the retail labor rate.When Mr. [redacted]finally came to pick up his Vehicle, he looked it over and said his keyless entry and air conditioning was not working and his glove box and steering wheel Column covers Were broken, which he stated were not broken prior to him bringing in the Vehicle. As a good will gesture, repaired his column covers, replaced his glove box damper, reprogrammed his keyless entry, recharged his air conditioning system and replaced two fuel injectors, all free of charge to him (a value of $500.00). Mr. [redacted]has yet to pick up his Vehicle after all of these repairs have been performed.As is permitted Performance under O.R.C. S4501.101(A)(1), if a customer fails to retrieve their vehicle fifteen days after repairs have been made and they have been notified of such, Performance may apply for an Unclaimed Motor Vehicle Title. In furtherance of the requirement under the law, on October 25, 2016, a letter was mailed to Mr. [redacted] informing him that he had fifteen (15) days from the receipt of such letter to pick up his Vehicle or Performance had the right to apply for the Unclaimed Motor Vehicle Title. Performance also notified Mr. [redacted] that for every day that his Vehicle remains at Performance a storage charge of $25.00 would be assessed. However, as a gratuitous gesture of attempting to resolve this matter without further delay, please note that Performance will forego the storage charge if Mr. [redacted] pick up his Vehicle and pay for the remaining service fees in full no later than November 23, 2016.Thank you in advance for your anticipated assistance with this matter. Should you have any questions or need additional information, please do not hesitate to contact me.Very truly yours, PERFORMANCE HONDA[redacted]General Manager

March 31, 2017[redacted] Marketplace Resource Consultant Revdex.com 1 E. 4th Street, Suite 600 Cincinnati, Ohio 45202RE: [redacted]Revdex.com Complaint ID# [redacted]Dear [redacted],My name is Matt L. and I am the General Manager of PHF Automotive, Ltd dba Performance Honda...

("Performance"). I would like to acknowledge receipt of the Revdex.com Complaint ID# [redacted] regarding [redacted] and his recent service experience with Performance ("Complaint"). After investigating this matter, kindly accept the following information in response to the Complaint.On or about March 16, 2017, [redacted] brought his [redacted] Honda [redacted], [redacted] ("Vehicle") into Performance for an oil change and the Vehicle experienced some leaking after he took it home. In his Complaint, [redacted] stated that when he brought this to the attention of Performance, he was told he would have to pay $550 to fix the problem. Performance invited [redacted] to bring his Vehicle in on or about March 22, 2017, to investigate this matter in detail. On high mileage vehicles, it is not unusual to have the threads for the drain bolt, on aluminum oil pans, become Weak and eventually become stripped due to many oil changes. That appears to have happened in this case. Therefore, Performance installed an oversized drain bolt, which helps to rethread the oil pan and is a solid fix for the problem. Please note that this is a good alternative to replacing the oil pan on high mileage vehicles. Performance performed this service at no cost to [redacted]. Following this complimentary service visit, [redacted] indicated he was very satisfied with the result and therefore Performance considers this matter closed.Thank you in advance for your cooperation and assistance with this matter.Very truly yours, PERFORMANCE HONDAMatt L. General ManagerCC: Kevin A., General Counsel

Revdex.com:
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.
Performance Honda has never contact me to make effort to resolve the issue since the complaint was filed with the Revdex.com.1. The response never mentioned that the days the vehicle was returned to the store for further repair were all the same days the vehicle was picked up, e.g. 7/14/15, 7/18/15, and 8/24/16, which means that the repair was never satisfactory and I pointed out to them the problems every time. In addition every time when they called me and inform me the car is ready fr pick up, I remind them to make sure the car has been test driven and apparently, they never did.2. The response never addressed the real issue: My car has no steering issue to begin with, now the car can even drive straight when you hold the steering wheel straight. This is the heart of the dispute that needs to be fixed. Bear in mind that the car has no steering issue when I brought it in, while in the full possession of the service department, the issue developed. I have no access to the vehicle during this time. They have both keys of the car. 3. The response mentioned that they reprogrammed the keys, that is because they were doing guess work and replaced the ECU unnecessarily. 4. I also dispute many statements he made in the response. They are not true and cannot be true due to the simple fact that the many attempts that I have made to pickup the car, not a single time the car was functioning correctly. Hence they have been brought back every single time.Due to the above reason, I reject Performance Honda's response and will further escalate the issue until it is properly addressed.Thanks for your effort.
[redacted]

[redacted]       [redacted] Complaint ID#[redacted] Dear Mr. [redacted], My name is Matt [redacted] and I am the General Manager for PHF Automotive,...

Ltd dba Performance Honda ("Performance"). I would like to acknowledge receipt of the Revdex.com Complaint #[redacted] regarding [redacted] and her recent purchase from Performance ("Complaint"). After investigating this matter, kindly accept the following information in response to the Complaint. On or about April 11, 2016, Ms. [redacted] came to Performance to purchase a 2013 Kia Optima VIN#[redacted] ("Vehicle"). She was asked to pay extra to join a credit union to help in getting her approved for a loan. She paid the extra amount. There was a problem in getting her approved on the loan by herself because of how the taxes are filed in regards to the business owned by Mr. and Mrs. [redacted]. On or about May 28, 2016, Ms. [redacted] was able to satisfy the bank's requirement and came to Performance to complete new paperwork. As a goodwill gesture, Performance will pay an amount equivalent to one month's loan payment for the inconvenience this matter has caused Ms. [redacted]. Please note that Ms. [redacted] has accepted this offer and Performance considers this matter closed. Thank you in advance for your anticipated cooperation and assistance with this matter. Very truly yours, PERFORMANCE HONDA [redacted]General Manager

VIA:  EmailApril 25, 2017[redacted] Marketplace Resource Consultant Revdex.com 1 E. 4th Street, Suite 600 Cincinnati, Ohio 45202RE: [redacted]      Revdex.com Complaint ID [redacted]Dear [redacted],My name is Matt L. and I am the General Manager of PHF Automotive, Ltd dba Performance Honda ("Performance"). I am writing in response to [redacted] comments ("Rebuttal"), to the original response by Performance in regards to the Revdex.com Complaint ID#[redacted] ("Complaint") on or about March 30, 2017.Performance originally responded stating that the leaking problem [redacted] experienced was fixed by installing an oversized drain bolt, which helps to rethread the oil pan and is a solid fix for his problem. Although [redacted] does not state in his Rebuttal that his leaking problem continues, he is not completely satisfied with the response by Performance. Therefore, Performance invites [redacted] to bring the Vehicle ([redacted] Honda [redacted]), to Performance whereby our Service Manager, Dan B., will be happy to put the Vehicle up on a rack, pull out the bolt and let [redacted] inspect the threads himself. If [redacted] is not completely satisfied with how the rethread has corrected his problem, a new oil pan will be installed at no cost to [redacted]. If agreeable to [redacted], please have him Contact me at ###-###-####.Thank you in advance for your cooperation and assistance with this matter.Very truly yours, PERFORMANCE HONDAMatt L.General ManagerCC: Kevin H. A., General Counsel