Initial Business Response /* (1000, 12, 2015/07/14) */
From: *** *** (***@autonation.com)
Sent: Thursday, July 09, XXXX X:XX PM
To: '***@bureaudata.com'
Subject: FW: Revdex.com Complaint Case# *** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
Hi ***
I have tried several attempts at
accessing the site to respond to the complaintAre you issues with your online system or maybe it is on my endI will try again tomorrow, please do not close as we would like to respond to this complaint when access is achieved
Thank you,
*** ***
General Manager
AutoNation Honda ***
XXX-XXX-XXXX
Final Business Response /* (1000, 14, 2015/07/30) */
We apologize for the frustration and inconvienenceHowever *** *** cancelled the service contract on 4/15/and was informed that the cancellation could take approximately 6-weeks to completeAt that time the finance department additionally notified *** *** the gap cancellation for a lein with Honda Financial Services is completed directly with them and we could not assist with that cancellation and the reimbursement would be handled directly with Honda Financial ServicesIn checking the status from his Honda Care Service Contract states cancellation complete on 7/9/and refund will be issued from HondaPlease request *** *** contact Honda to check on statusThank you
Initial Business Response /* (1000, 9, 2015/05/27) */
Mr*** purchased a *** *** on 4/21/and returned 4/23/under the day AutoNation return policyThis policy is only for the return of the vehicle and does not state return of funds in daysMr*** used a personal
check for $as means for his purchaseThe check processing company NCT allows for business days to complete processing of the EFT (electronic funds transfer) thru all banking institutions and return of fundsMr*** was fully informed of this at the time of return and funds were refunded to him within the business days as agreedWe respectfully accepted the return of his vehicle and completed the business transaction in the proper time frameThere are no penaltys or interest due to Mr***Thank You
We completed all of the work on 1.4. 2017. We picked up Mr. [redacted]’s vehicle on 1.2.2017 and performed the recall work needed while providing him with alternate transportation during that time. We delivered his vehicle back to him and picked up the loaner on the 4th as well. Issue is resolved...
Initial Business Response /* (1000, 5, 2015/05/06) */
As the Service Director, I reviewed the last service visit with my Express Manager Brandon. According to the best of his recollection it did take a lot longer than expected on the customers return visit. Our findings were once the area was...
cleaned from the oil filter leak that the rear main seal was leaking. Brandon attempted to explain the situation to the customer. The rear main oil seal is on the back of the engine between the engine and transmission. In the explanation this may have been lost or confused in translation of terms.
We do stand behind our work. In this case it did not have anything to do with a defective oil filter. In light of customer appreciation, we did offer to perform the repair at a discounted rate.
A faulty oil filter would not incorporate an oil overfill condition, likely the opposite.We would like to review repair order / invoice from the other dealership and validate findings from thier master technician / service manager. It is not uncommon for a rear main seal to start leaking on a vehicle which is 10 years old and has 154,781 miles onit.
I was notified this afternoon that the customer has contacted American Honda Motor Company consumer affairs. I have returned the call at 1:20pm and have left a message for them to contact me as well. If there is any possible assistance from the manufacturer side I will inform you and the customer as we move forward.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The so called "discounted rate" that the dealer offered was an overestimate of 13 hours of technician time to repair the seal at the cost of $1300.00. After conducting some research online the repair should run anywhere from $871 - $1150 That is a significant difference from the "discounted rate" that the dealership wanted to offer me in good faith. Based on what I have been through with the routine oil change that took 6 hours, faulty filter mishap, and the resulting oil leak, which in my opinion, resulted in further damage, I think the dealership could at least meet me half-way on the costs of the repairs.
Final Business Response /* (4000, 9, 2015/05/30) */
Request on meeting half way on repairs. Would like to offer to do the repair - replace rear main seal at a price of $ 595.00 for customer. Customer would pay $ 595.00 (five hundred ninty five dollars ).
[redacted] purchased the vehicle on 8/20/2014, it was sold as previously owned, certified under [redacted] Motor Co. guidelines, and all information available to AutoNation [redacted] 104 on the vehicle was disclosed and acknowledged by the purchaser. As acknowledged and stated by the...
[redacted], there had not been an accident reported on the [redacted] at the time of purchase. The vehicle previously leased and contracted was thru [redacted], (manufacture Lender/American [redacted] Finance). The dealer had no financial or contractual responsibility with the lease to [redacted] Finance, or the customer. Any lease policy would be between the Lessor ([redacted]) and the lesse (customer). The vehicle was not legally owned by AutoNation [redacted] 104 and the customer did not need approval from AutoNation [redacted] 104 for any repairs, nor would the lesse be required to notified the dealer of any damages or repairs necessary. There was not a violation of full disclosure and the vehicle is not covered under any buy back.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is mostly satisfactory to me. I still believe their customer service...
is lacking and although I am OK with the fact that my car is deemed in good condition by them I am disappointed they made no attempt to offer any compensation for the way I was treated and the length of time they had my car and did not return any calls.
Sincerely,
[redacted]
We have resolved this issue with customer several weeks ago. The transaction was cancelled and customer stated they were removing the complaint from the Revdex.com. Please let me know if any additional information is needed.Thank you, [redacted]
Initial Business Response /* (1000, 9, 2015/07/27) */
The vehicle was fully inspected and had the proper level of oil. We value [redacted] as our customer and we are currently working with [redacted] on resolving the issues with his vehicle. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted]'s service contract and GAP protection cancellations were complete on 5/31/2017. Checks have already been disbursed to her lender. Tint has been complete, all issues have been resolved. Thank you.
Initial Business Response /* (1000, 12, 2015/07/14) */
From: *** *** (***@autonation.com)
Sent: Thursday, July 09, XXXX X:XX PM
To: '***@bureaudata.com'
Subject: FW: Revdex.com Complaint Case# *** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
Hi ***
I have tried several attempts at
accessing the site to respond to the complaintAre you issues with your online system or maybe it is on my endI will try again tomorrow, please do not close as we would like to respond to this complaint when access is achieved
Thank you,
*** ***
General Manager
AutoNation Honda ***
XXX-XXX-XXXX
Final Business Response /* (1000, 14, 2015/07/30) */
We apologize for the frustration and inconvienenceHowever *** *** cancelled the service contract on 4/15/and was informed that the cancellation could take approximately 6-weeks to completeAt that time the finance department additionally notified *** *** the gap cancellation for a lein with Honda Financial Services is completed directly with them and we could not assist with that cancellation and the reimbursement would be handled directly with Honda Financial ServicesIn checking the status from his Honda Care Service Contract states cancellation complete on 7/9/and refund will be issued from HondaPlease request *** *** contact Honda to check on statusThank you
Initial Business Response /* (1000, 9, 2015/05/27) */
Mr*** purchased a *** *** on 4/21/and returned 4/23/under the day AutoNation return policyThis policy is only for the return of the vehicle and does not state return of funds in daysMr*** used a personal
check for $as means for his purchaseThe check processing company NCT allows for business days to complete processing of the EFT (electronic funds transfer) thru all banking institutions and return of fundsMr*** was fully informed of this at the time of return and funds were refunded to him within the business days as agreedWe respectfully accepted the return of his vehicle and completed the business transaction in the proper time frameThere are no penaltys or interest due to Mr***Thank You
We completed all of the work on 1.4. 2017. We picked up Mr. [redacted]’s vehicle on 1.2.2017 and performed the recall work needed while providing him with alternate transportation during that time. We delivered his vehicle back to him and picked up the loaner on the 4th as well. Issue is resolved...
and complete. Thank you.
Initial Business Response /* (1000, 5, 2015/05/06) */
As the Service Director, I reviewed the last service visit with my Express Manager Brandon. According to the best of his recollection it did take a lot longer than expected on the customers return visit. Our findings were once the area was...
cleaned from the oil filter leak that the rear main seal was leaking. Brandon attempted to explain the situation to the customer. The rear main oil seal is on the back of the engine between the engine and transmission. In the explanation this may have been lost or confused in translation of terms.
We do stand behind our work. In this case it did not have anything to do with a defective oil filter. In light of customer appreciation, we did offer to perform the repair at a discounted rate.
A faulty oil filter would not incorporate an oil overfill condition, likely the opposite.We would like to review repair order / invoice from the other dealership and validate findings from thier master technician / service manager. It is not uncommon for a rear main seal to start leaking on a vehicle which is 10 years old and has 154,781 miles onit.
I was notified this afternoon that the customer has contacted American Honda Motor Company consumer affairs. I have returned the call at 1:20pm and have left a message for them to contact me as well. If there is any possible assistance from the manufacturer side I will inform you and the customer as we move forward.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The so called "discounted rate" that the dealer offered was an overestimate of 13 hours of technician time to repair the seal at the cost of $1300.00. After conducting some research online the repair should run anywhere from $871 - $1150 That is a significant difference from the "discounted rate" that the dealership wanted to offer me in good faith. Based on what I have been through with the routine oil change that took 6 hours, faulty filter mishap, and the resulting oil leak, which in my opinion, resulted in further damage, I think the dealership could at least meet me half-way on the costs of the repairs.
Final Business Response /* (4000, 9, 2015/05/30) */
Request on meeting half way on repairs. Would like to offer to do the repair - replace rear main seal at a price of $ 595.00 for customer. Customer would pay $ 595.00 (five hundred ninty five dollars ).
Customers refund check was issued on 12/5/17 and has been processed by customer, all issues are resolved.
[redacted] purchased the vehicle on 8/20/2014, it was sold as previously owned, certified under [redacted] Motor Co. guidelines, and all information available to AutoNation [redacted] 104 on the vehicle was disclosed and acknowledged by the purchaser. As acknowledged and stated by the...
[redacted], there had not been an accident reported on the [redacted] at the time of purchase. The vehicle previously leased and contracted was thru [redacted], (manufacture Lender/American [redacted] Finance). The dealer had no financial or contractual responsibility with the lease to [redacted] Finance, or the customer. Any lease policy would be between the Lessor ([redacted]) and the lesse (customer). The vehicle was not legally owned by AutoNation [redacted] 104 and the customer did not need approval from AutoNation [redacted] 104 for any repairs, nor would the lesse be required to notified the dealer of any damages or repairs necessary. There was not a violation of full disclosure and the vehicle is not covered under any buy back.
Met with [redacted] on 11/27/2017, issue is resolved and no further action required.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is mostly satisfactory to me. I still believe their customer service...
is lacking and although I am OK with the fact that my car is deemed in good condition by them I am disappointed they made no attempt to offer any compensation for the way I was treated and the length of time they had my car and did not return any calls.
Sincerely,
[redacted]
We have resolved this issue with customer several weeks ago. The transaction was cancelled and customer stated they were removing the complaint from the Revdex.com. Please let me know if any additional information is needed.Thank you, [redacted]
Initial Business Response /* (1000, 9, 2015/07/27) */
The vehicle was fully inspected and had the proper level of oil. We value [redacted] as our customer and we are currently working with [redacted] on resolving the issues with his vehicle. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
[redacted]'s service contract and GAP protection cancellations were complete on 5/31/2017. Checks have already been disbursed to her lender. Tint has been complete, all issues have been resolved. Thank you.