Always Caring

--------- Forwarded message ----------From: Ross P***Date: Tue, Aug 25, at 11:AMSubject: Complaint ID ***To: ***Cc: ***Dear Ms***, I am writing this email in response to a recent complaint sent to you by one
of our customers, *** ***In March of this year a Honda *** with over miles was towed to our dealership after a mechanical breakdownThe vehicle was owned by Mrs*** but was driven locally by her sonAfter diagnosis it was determined that the vehicle required extensive and costly engine repairsMrsWas provided with that information and subsequently made a decision to purchase a pre-owned vehicleShe ultimately chose a *** *** * that fit into her price parametersThe purchase was completed on March 7th The vehicle was sold with a day warranty included and the customer decided to purchase additional year or mile “Power Train” coverage through ZurichUnfortunately her son experienced a mechanical breakdown on Friday July 24th and the vehicle was towed to a *** Dealership close to where the breakdown occurredWhen Mrs***’s son contacted her salesperson Tony Y*** he never stated or insinuated that it was “Sorry Charlie”Tony indicated to her son that he wanted to help as much as he could but didn’t have enough information at that timeAfter researching the original purchase Tony contacted Mrs***’s son and told him that he have to wait for an accurate diagnosis to determine if the power train coverage purchased with the vehicle would cover the necessary repairs The *** * hadn’t even been diagnosed at that point and there was no way to know if the Power Train coverage would cover the breakdownTony notified me on Monday July 27th about the subsequent written complaint that we had received and at that point I called Mrs*** to address the issueWhen I spoke to Mrs*** on Monday morning there was still no diagnosis completed at the *** DealershipWe agreed to talk later after a diagnosis was completedMrs*** contacted me and let me know that the *** * needed an alternator that was not covered by the power train coverageEven though the dealership’s day warranty had expired a month prior I offered to cover 50% of the cost of the alternator as a gesture of goodwillMrs*** indicated to me that this was an acceptable resolution. I requested a final invoice from the *** Dealership which the customer emailed to meA check in the amount of $was sent to the customer I’m certainly not happy when one of our customers experiences a breakdown but we try our best to help when we can. Sincerely, Ross P***General ManagerPiazza Honda of Philadelphia*** *** ***, Philadelphia, PA 19153Ph: ###-###-####Fx: ###-###-####***www.piazzahondaofphiladelphia.com

February 2017Dear *** ***,We received the complaint (ID ***) submitted to your office by *** ***The time frame for responding to the complaint is noted as daysWe received the letter this past weekend so meeting a response time of days was not possibleIn order to
resolve the claim it is necessary to bring the vehicle to our service departmentinstructed the salesperson Junxu Z*** to contact the customer by telephone to arrange a time and date for repairs that is convenient for the customer, also instructed Junzu (Jun) to offer complimentary atternative transportation while the vehicle is being repairedIf necessary we can make arrangements to pick up the vehicle so *** *** will not be further inconveniencedAs a gesture of goodwill tam authorizing a $service credit for *** *** that can be used towards maintenance or repair services in the futureI apologize for any inconvenience that this has caused and we will do our best to ensure that the issues with *** ***'s *** are resolved to his satisfaction.Regards,Ross PGeneral Manager

Dear [redacted],I reviewed your letter sent on behalf of [redacted] and [redacted], Marc F[redacted] our Service Manager does not feel that the front end damage to the rental vehicle was caused by our Valet staff. The [redacted] rental vehicle was moved approximately 30 feet from the area...

where it was dropped off and then backed into a parking spot with no obstructions that could have damaged the front end.In the interest of customer satisfaction contacted [redacted] and they have agreed to forgo the additional damages of $551.99, also instructed [redacted] to Credit the $502.40 back to the credit card that it was originally charged to. As a onetime gesture of goodwill Piazza Honda Of Philadelphia will reimburse [redacted] for the $502.40 in damages to the rental vehicle. This resolution effectively erases all charges from [redacted] that the customer was billed for.Sincerely,Ross P.General Manager