AutoNation Honda Columbus

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below - I did not come into the dealership to purchase another key, as the business response indicates; rather, I telephoned the business to explain the situation and tell them I needed to ensure no one could find the lost key and steal my wife’s van I believe I made it very clear the primary reason I was requesting service was that I needed the car rekeyed to prevent anyone who found the key my wife had lost from being able to steal the van, and that although we needed a key to replace the lost key, that need was secondaryAfter I discussed the situation with Cindy Leggett, the service advisor to whom I talked, it was clear in my mind that I had communicated those needs clearly and that was the work the dealership would performI did not have any idea concerning how much it should cost, and I did not question the amountI would not have questioned the amount even if it had been higher, as long as the work met my primary concern that no one could use the lost key to steal my wife’s vehicle - I have never received a single response from either the service manager or general manager I have received only the one response from the service advisor I addressed in my complaint, and at the end of that conversation I asked her to please take my concerns to the service manager and have him contact me to discuss themI have received no other calls, and no one has ever emailed me or left a message on either my cell or home phoneI have always believed that no communication can take place unless it involves at least two partiesIf, in fact, Autonation did make “numerous attempts” to contact me without actually talking to me or at least leaving a message, that does not constitute communication - I do not desire to return the key and get my money backSince Autonation says that is cost of the work they did perform, then I have paid them for itMoney is not and has never been the primary issue here; the primary issue has always been protecting my wife’s van from being stolen, which I understood they agreed to do and which they did notAt any rate, I do not trust Autonation to give them another key I know fits my wife’s van, even if they were to refund the money - I am not used to being called a liar, which is the basis of the business’s responseI consider myself to be a reasonably well-educated, articulate, and fair-minded person, and I have integrityI believe I communicated our needs clearly, and that the service advisor understood our needs - Concerning the three desired outcomes I identified in my complaint: Autonation appears unwilling to admit any fault for why the old key will still operate the vanI recognize that, as a lone individual, I stand very little chance against a corporation If Autonation says they did $worth of work and that was all the work I requested, then I have paid them for that workI will keep the key, and Automation can keep the money Judging from Autonation’s quick response, in essence accusing me of lying, my view is that customer service and customer satisfaction are low on their list of priorities, and other customers can expect the same shoddy treatment - If calling me a liar, not having a manager contact me until I filed a formal complaint with the Revdex.com – and then only responding to the Revdex.com, and refusing to admit they may have made a mistake, I choose never to do any more business with AutonationI will take my business to another Honda dealer – I am certain I can find one I feel is more honest and customer- friendly, and I will advise my friends and anyone who asks to do the same [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] ***

Customer came in the dealership advised that he had lost a key to his vehicle and he purchased another key and we programmed it to his vehicle. We never were told to replace the lock nor the ignition switch to his vehicle nor was he charged for that service. The only way to make sure
that his lost key didn't work on his vehicle, we would have had to replace all lock cylinders and ignition switch in which would have well exceeded his $188.00. That charge was only for the purchase and programming cost of his new key. The service Manager and Service Advisor has made numerous attempts to contact customer back after he had called in and left messagesAutonation has done no fault here but if he insists on us refunding his $back for the key he purchased we would be more than happy to do so with the return of the key

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  - I did
not come into the dealership to purchase another key, as the business response
indicates; rather, I telephoned the business to explain the situation and tell
them I needed to ensure no one could find the lost key and steal my wife’s van.
I believe I made it very clear the primary reason I was requesting service was
that I needed the car rekeyed to prevent anyone who found the key my wife had
lost from being able to steal the van, and that although we needed a key to
replace the lost key, that need was secondary. After I discussed the situation
with Cindy Leggett, the service advisor to whom I talked, it was clear in my
mind that I had communicated those needs clearly and that was the work the
dealership would perform. I did not have any idea concerning how much it should
cost, and I did not question the amount. I would not have questioned the amount
even if it had been higher, as long as the work met my primary concern that no
one could use the lost key to steal my wife’s vehicle.
  - I have never received a single response
from either the service manager or general manager.  I have received only the one response from
the service advisor I addressed in my complaint, and at the end of that
conversation I asked her to please take my concerns to the service manager and have
him contact me to discuss them. I have received no other calls, and no one has
ever emailed me or left a message on either my cell or home phone. I have
always believed that no communication can take place unless it involves at
least two parties. If, in fact, Autonation did make “numerous attempts” to
contact me without actually talking to me or at least leaving a message, that
does not constitute communication.
 - I do not desire to return the key and get my
money back. Since Autonation says that is cost of the work they did perform,
then I have paid them for it. Money is not and has never been the primary issue
here; the primary issue has always been protecting my wife’s van from being
stolen, which I understood they agreed to do and which they did not. At any
rate, I do not trust Autonation to give them another key I know fits my wife’s
van, even if they were to refund the money.
 - I am not used to being called a liar, which
is the basis of the business’s response. I consider myself to be a reasonably
well-educated, articulate, and fair-minded person, and I have integrity. I
believe I communicated our needs clearly, and that the service advisor
understood our needs.
 - Concerning
the three desired outcomes I identified in my complaint:
      1. Autonation appears unwilling to admit
any fault for why the old key will still operate the van. I recognize that, as
a lone individual, I stand very little chance against a corporation.
      2. If Autonation says they did $188 worth
of work and that was all the work I requested, then I have paid them for that
work. I will keep the key, and Automation can keep the money.
      3. Judging from Autonation’s quick
response, in essence accusing me of lying, my view is that customer service and
customer satisfaction are low on their list of priorities, and other customers
can expect the same shoddy treatment.
-  If calling me a liar, not having a manager
contact me until I filed a formal complaint with the Revdex.com – and then only
responding to the Revdex.com, and refusing to admit they may have made a mistake, I
choose never to do any more business with Autonation. I will take my business
to another Honda dealer – I am certain I can find one I feel is more honest and
customer- friendly, and I will advise my friends and anyone who asks to do the
same.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]