AutoNation Honda O'Hare

Complaint: [redacted] I am rejecting this response because:Hello,I agree on the technical pointI did get a second opinion and the technical point is correct.However,I did come to you in good faith and I had disclosed my honda was with 150K miles and exactly what had happenedThere was no warning before from your side that I could be looking at possible cylinder head/gasket damage due to overheating and not realizing sooner.I did give [redacted] the authority to go ahead and diagnose everything but he did not warn me that this could have happenedIf I had some warning I could have made a different decision knowing how much it costs and paid you the for the diagnosisAlso next day [redacted] said he test drove and everything was fineYou could have done a cylinder leak test after the radiator was installed and then called meBut you simply put it in and called me and said everything is ok.Once I came and saw the smoke I dont need any mechanic to know that something is seriously wrong with the engineSo I am stating again that there was no warning regrading this issue before you put the radiator in and after you put it you could have simply done a test and told me before having me come in to pick up the car.I am only asking for half the money as I believe that is fair to both[redacted] Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I am asking for half my money back because:Yes my car overheated and broke downI had driven it unknowingly until I realized itI towed it to AutonationI informed [redacted] regarding what had happenedHe said Honda would charge me to diagnose the problemHe did not warn me in anyway that the cylinder head could have been damaged due to my driving nor did he ask me if I wanted to check the sameI was ready to pay or more for correct diagnosisIf they had put the time earlier then I would not have fixed the radiator at allI would have the choice to go somwhere else and I would have paid Autonation the service charge for diagnosisThey did not say anythingAfter radiator was fixed [redacted] informed me he tested everything and it worksBut when I came the next day car did not work at allThey still took money from me without acknowledgement that their service was not done correctly or tested correctlyAlso after asking [redacted] regarding the cylinder head problem he said they need to fix radiator without which they cannot diagnose any other problemThis is not true and a straight out lieI am willing and able to get letters from independent mechanics and other Honda dealers who will certify that cylinder head problems can be checked without replacing the radiator.Please let me know if I can provide the documentation to start this case.*** Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:All that you have said is true, this we already knowEveytime I try to contact any employee from your establishment I get no type of responseSo please don't make yourself seem available, secondly it's been months since my father has purchased this vehicleThe state of Indiana claims the dealership is the one who we are to speak with, then when we turn to your business you say go back to IndianaClearly nothing is being done here, also you seem to be calling my motherTwo elder people who seem to be taken advantage ofIf you need my fathers permission to speak on his behalf please do soIn conclusion we are already looking into lawyers, as we can not wait any longer than we already have just to receive temporary plates on a vehical that can't be driven for fear of any tickets we may receive Thank you in advance [redacted] Sincerely, [redacted]

Complaint # *** The customers response “Originally Autonation offered to check the car out because it sat for months, I did not request them to check it out. So they charged the battery and cleaned some rust off the battery terminals, something they did not have to doWell I wouldn't be having my car sit there for months if it wasn't because of Honda installing defective air bags which cause fatalities” Makes it clear that the customers complaint is that the vehicle sat for month while waiting for a recall to be performed. The month waiting period was not the fault of the dealership and should be taken up with Honda the manufacturer. I am supplying the Honda customer service number for the record (***). The dealership does not have the ability to lessen the time to get recall parts for recall repairs and can not be held responsible for the waiting period necessary to complete a NTSB mandated recall when waiting on parts *** *** Fixed Operations Director AutoNation O'Hare Honda / Hyundai ***
***

Vehicle was TOWED in on September 16th 2017. The complaint was that the vehicle overheatedIt was immediately apparent that the radiator would not hold coolant because there was a hole in it. We told that customer about the problem and supplied him with an estimate to replace the
radiatorAfter the radiator was replaced the engine started as it should. Unfortunately the car had been driven by the customer while it was overheating and created additional problems with the engine. We conveyed this to the customer and told him that he had a blown head gasket at a minimum and the vehicle would require further diagnostics and engine disassembly to completely be able to discover the extent of the damage. The customer declined further diagnosis and demanded his money back

Hello yes, this matter is still not fixedI will continue to be my fathers representative. *** ***

Complaint: ***
I am rejecting this response because: first of all, for some odd reason they never noted the account stating they checked the car. I brought the car in about the ignition key sticking which I had no issues with until I picked up the car and within days the
issue was getting worse. Originally Autonation offered to check the car out because it sat for months, I did not request them to check it out. So they charged the battery and cleaned some rust off the battery terminals, something they did not have to doWell I wouldn't be having my car sit there for months if it wasn't because of Honda installing defective air bags which cause fatalities. So they were not doing us any favors, which cost them nothing, it was a mandated recall and the courts made them comply. I find this poor customer service, first my truck sat for months waiting for an airbag, then I bring the truck in and they volunteered and offered to check the truck out after they intall the airbag because it did sit for months. I pick up the truck and there is issues with the key being used in the ignition
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: first of all, for some odd reason they never noted the account stating they checked the car. I brought the car in about the ignition key sticking which I had no issues with until I picked up the car
and within days the issue was getting worse. Originally Autonation offered to check the car out because it sat for months, I did not request them to check it out. So they charged the battery and cleaned some rust off the battery terminals, something they did not have to doWell I wouldn't be having my car sit there for months if it wasn't because of Honda installing defective air bags which cause fatalities. So they were not doing us any favors, which cost them nothing, it was a mandated recall and the courts made them comply.
I find this poor customer service, first my truck sat for months waiting for an airbag, then I bring the truck in and they volunteered and offered to check the truck out after they intall the airbag because it did sit for months. I pick up the truck and there is issues with the key being used in the ignition
Sincerely,
*** ***

Complaint: 11577698I am rejecting this response because:While I appreciate AutoNation’s response, it is not accurate.First, I purchased a remote start at the same time I purchased my car. Never was it explained to me that it was after market.The issue with the windows was discovered by me not
the dealership & required multiple return trips to get resolution. In addition to the damaged trim, there were two panels left unattached, a screw left on the front seat, fibers loose between the headlight & bumper, grease on the front passenger seat, grease & ink on the front driver’s seat & grease on the rear driver’s seat.I was never given the option to remove the aftermarket starter & receive reimbursement. When Mr Spano called me to explain that the remote starter wasn’t working correctly, he told me the dealership had decided to upgrade me to the Honda starter at their cost. This was the first I heard that the one I had was aftermarket. Also, the Honda starter had inferior features compared to the one I purchased (less range & shorter warranty). The trim components were not damaged during the third party installation. They were damaged when AutoNation installed the Honda remote start. The dealership did reimburse me for one month car payment however that was due to them having the car for almost weeks during the first month I owned the car. In addition, they did give me a free set of all-weather mats, however, that was to compensate for the remote start being installed being of lower quality (see above) than the one purchased. As for the free tank of gas, the car was delivered to them with a full tank & any gas needing to be filled was due to their use in the almost weeks they had possession of the car.As for the final return of my car, I did not visit the dealership. Due to the multiple drops by the service department, they offered to deliver it to me at my work. They had a porter do so. I NEVER stated the vehicle was acceptable. As a matter of fact, I immediately emailed Mr Lacour letting him know of the visible water stains visible on both front seats as well as the scratches on the trunk. I would have called him prior to the porter leaving but he had explained to me that he may not be at the dealership when the car was delivered & that I should email him. I did this detailing the damage done to the car while in their possession & included pictures. At this point, I have not had the damage repaired I’m concerned about the outcome of the repair.In addition to notifying the dealership of the damage, I filed a complaint with corporate Honda. The case manager in charge of my case, Alan, suggested that I should get something in writing from AutoNation taking responsibility for the damages caused to the car while in their possession. My concern is the car is leased & I don’t want to be held liable for damage they did when the lease expires. To date, I have not received this letter. The dealership is no longer responding to my requests & my case manager is now stating he can’t provide this even though it was his suggestion.I will not consider this complaint resolved until I receive something in writing from AutoNation taking responsibility for the damage they caused to the car while in their possession (water marks on both front seats & scratches on the trunk) and confirming that I will not be held liable for said damage when the lease expires.While thrilled with my purchasing experience at AutoNation, I am extremely disappointed with how there service department handled my installation & resulting issues experienced
Sincerely,
Dana ***

Good Morning, I am responding to the ID above, and want you to know that we always want to provide great customer serviceIn response, I have pulled info in our system and I am unable to verify when the refund was issuedI will however, on Monday, November 7th, call our
SSC (Shared Service Department) when they open during regular business hours to verify that the refund was issuedI am confident that we can clarify this issue and I will respond back on Monday November 7thThank you, *** ** ***
*** AutoNation Central Market

Complaint: ***
I am rejecting this response because: I am asking for half my money back because:Yes my car overheated and broke downI had driven it unknowingly until I realized itI towed it to AutonationI informed *** regarding what had happenedHe said Honda would charge me to diagnose the problemHe did not warn me in anyway that the cylinder head could have been damaged due to my driving nor did he ask me if I wanted to check the sameI was ready to pay or more for correct diagnosisIf they had put the time earlier then I would not have fixed the radiator at allI would have the choice to go somwhere else and I would have paid Autonation the service charge for diagnosisThey did not say anything. After radiator was fixed *** informed me he tested everything and it worksBut when I came the next day car did not work at allThey still took money from me without acknowledgement that their service was not done correctly or tested correctlyAlso after asking *** regarding the cylinder head problem he said they need to fix radiator without which they cannot diagnose any other problemThis is not true and a straight out lieI am willing and able to get letters from independent mechanics and other Honda dealers who will certify that cylinder head problems can be checked without replacing the radiator.Please let me know if I can provide the documentation to start this case.***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:All that you have said is true, this we already knowEveytime I try to contact any employee from your establishment I get no type of responseSo please don't make yourself seem available, secondly it's been months since my father has purchased this vehicleThe state of Indiana claims the dealership is the one who we are to speak with, then when we turn to your business you say go back to IndianaClearly nothing is being done here, also you seem to be calling my motherTwo elder people who seem to be taken advantage ofIf you need my fathers permission to speak on his behalf please do soIn conclusion we are already looking into lawyers, as we can not wait any longer than we already have just to receive temporary plates on a vehical that can't be driven for fear of any tickets we may receive. Thank you in advance *** ***
Sincerely,
*** ***

Good Morning, I am responding to the ID above, and want you to know that we always want to provide great customer serviceIn response, I have pulled info in our system and I am unable to verify when the refund was issuedI will however, on Monday, November 7th, call our SSC (Shared Service
Department) when they open during regular business hours to verify that the refund was issuedI am confident that we can clarify this issue and I will respond back on Monday November 7thThank you, *** ** ***
*** AutoNation Central Market

To whom it may concern, The letter from the Revdex.com states that you have yet to receive a response from our firm about ID ***The letter dated June 10, is the first
notice that I have received from the Revdex.com regarding Mr***I would have responded sooner if I had received an earlier noticeI had already met him, and our office was already processing the platesI have confirmed that the state of Indiana has everything that they need to process the plates for Mr***I just spoke to his daughter on the phone and explained it all to herThere was no scam, no lie, and we do want to take care of Mr*** as we do for all of our customersPlease reply as received, so I know that you have received my responseAlso, please let me know if I may be of any further assistance Respectfully, *** *** General Manager AutoNation Honda Hyundai O’Hare *** ***

Complaint: 11577698I am rejecting this response because:
While I appreciate AutoNation’s response, it is not accurateFirst, I purchased a remote start at the same time I purchased my car. Never was it explained to me that it was after marketThe issue
with the windows was discovered by me not the dealership & required multiple return trips to get resolution. In addition to the damaged trim, there were two panels left unattached, a screw left on the front seat, fibers loose between the headlight & bumper, grease on the front passenger seat, grease & ink on the front driver’s seat & grease on the rear driver’s seat.I was never given the option to remove the aftermarket starter & receive reimbursement. When Mr Spano called me to explain that the remote starter wasn’t working correctly, he told me the dealership had decided to upgrade me to the Honda starter at their cost. This was the first I heard that the one I had was aftermarket. Also, the Honda starter had inferior features compared to the one I purchased (less range & shorter warranty).
The trim components were not damaged during the third party installation. They were damaged when AutoNation installed the Honda remote start. The dealership did reimburse me for one month car payment however that was due to them having the car for almost weeks during the first month I owned the car. In addition, they did give me a free set of all-weather mats, however, that was to compensate for the remote start being installed being of lower quality (see above) than the one purchased. As for the free tank of gas, the car was delivered to them with a full tank & any gas needing to be filled was due to their use in the almost weeks they had possession of the carAs for the final return of my car, I did not visit the dealership. Due to the multiple drops by the service department, they offered to deliver it to me at my work. They had a porter do so. I NEVER stated the vehicle was acceptable. As a matter of fact, I immediately emailed Mr Lacour letting him know of the visible water stains visible on both front seats as well as the scratches on the trunk. I would have called him prior to the porter leaving but he had explained to me that he may not be at the dealership when the car was delivered & that I should email him. I did this detailing the damage done to the car while in their possession & included pictures. At this point, I have not had the damage repaired I’m concerned about the outcome of the repairIn addition to notifying the dealership of the damage, I filed a complaint with corporate Honda. The case manager in charge of my case, Alan, suggested that I should get something in writing from AutoNation taking responsibility for the damages caused to the car while in their possession. My concern is the car is leased & I don’t want to be held liable for damage they did when the lease expires. To date, I have not received this letter. The dealership is no longer responding to my requests & my case manager is now stating he can’t provide this even though it was his suggestionI will not consider this complaint resolved until I receive something in writing from AutoNation taking responsibility for the damage they caused to the car while in their possession (water marks on both front seats & scratches on the trunk) and confirming that I will not be held liable for said damage when the lease expiresWhile thrilled with my purchasing experience at AutoNation, I am extremely disappointed with how there service department handled my installation & resulting issues experienced
Sincerely,
Dana ***

It is not possible to locate a leak from the cylinder head without having coolant or water in the cooling system under operating temperatures and pressuresIn the same way that a small hole in a tire could not be located until a larger hole was repaired and the tire brought up to operating pressures; a leak from the cylinder head could not be properly diagnosed until the hole in the radiator had been correctedIt was also told to the customer that the problem may be more extensive than just the cylinder head or gasketFurther repairs may be necessary pending further diagnosis starting with the removal of the cylinder head

Complaint: ***
I am rejecting this response because:Hello,I agree on the technical pointI did get a second opinion and the technical point is correct.However,I did come to you in good faith and I had disclosed my honda was with 150K miles and exactly what had happenedThere was no warning before from your side that I could be looking at possible cylinder head/gasket damage due to overheating and not realizing sooner.I did give *** the authority to go ahead and diagnose everything but he did not warn me that this could have happenedIf I had some warning I could have made a different decision knowing how much it costs and paid you the for the diagnosisAlso next day *** said he test drove and everything was fineYou could have done a cylinder leak test after the radiator was installed and then called meBut you simply put it in and called me and said everything is ok.Once I came and saw the smoke I dont need any mechanic to know that something is seriously wrong with the engineSo I am stating again that there was no warning regrading this issue before you put the radiator in and after you put it you could have simply done a test and told me before having me come in to pick up the car.I am only asking for half the money as I believe that is fair to both.***
Sincerely,
*** ***