AutoNation Honda O'Hare

Good Morning, I am responding to the ID above, and want you to know that we always want to provide great customer service. In response, I have pulled info in our system and I am unable to verify when the refund was issued. I 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 issued. I am confident that we can clarify this issue and I will respond back on Monday November 7th. Thank you, [redacted] AutoNation Central Market 1

Complaint: [redacted]
I am rejecting this response because: I am asking for half my money back because:1. Yes my car overheated and broke down. I had driven it unknowingly until I realized it. I towed it to Autonation. I informed [redacted] regarding what had happened. He said Honda would charge me 150 to diagnose the problem. He 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 same. I was ready to pay 150 or more for correct diagnosis. If they had put the time earlier then I would not have fixed the radiator at all. I would have the choice to go somwhere else and I would have paid Autonation the service charge for diagnosis. They did not say anything. 2. After radiator was fixed [redacted] informed me he tested everything and it works. But when I came the next day car did not work at all. They still took money from me without acknowledgement that their service was not done correctly or tested correctly. Also after asking [redacted] regarding the cylinder head problem he said they need to fix radiator without which they cannot diagnose any other problem. This is not true and a straight out lie. I 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.[redacted]  
Sincerely,
[redacted]

Complaint: [redacted]
 
I am rejecting this response because:Hello,I agree on the technical point. I did get a second opinion and the technical point is correct.However,1. I did come to you in good faith and I had disclosed my honda was 2006 with 150K miles and exactly what had happened. There 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 happened. If I had some warning I could have made a different decision knowing how much it costs and paid you the 150 for the diagnosis.2. Also next day [redacted] said he test drove and everything was fine. You could have done a cylinder leak test after the radiator was installed and then called me. But 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 engine. So 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]

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 [redacted]. The letter dated June 10, 2017 is the first...

notice that I have received from the Revdex.com regarding Mr. [redacted]. I would have responded sooner if I had received an earlier notice. I had already met him, and our office was already processing the plates. I have confirmed that the state of Indiana has everything that they need to process the plates for Mr. [redacted]. I just spoke to his daughter on the phone and explained it all to her. There was no scam, no lie, and we do want to take care of Mr. [redacted] as we do for all of our customers. Please reply as received, so I know that you have received my response. Also, please let me know if I may be of any further assistance.   Respectfully, [redacted] General Manager AutoNation Honda Hyundai O’Hare [redacted]

Hello yes, this matter is still not fixed. I will continue to be my fathers representative.  [redacted]

It is not possible to locate a leak from the cylinder head without having coolant or water in the cooling system under normal operating temperatures and pressures. In 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 normal operating pressures; a leak from the cylinder head could not be properly diagnosed until the hole in the radiator had been corrected. It was also told to the customer that the problem may be more extensive than just the cylinder head or gasket. Further repairs may be necessary pending further diagnosis starting with the removal of the cylinder head.

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 2 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 2 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 [redacted]

Complaint: [redacted]
I am rejecting this response because:All that you have said is true, this we already know. Eveytime I try to contact any employee from your establishment I get no type of response. So please don't make yourself seem available, secondly it's been 2 months since my father has purchased this vehicle. The 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 Indiana. Clearly nothing is being done here, also you seem to be calling my mother. Two elder people who seem to be taken advantage of. If you need my fathers permission to speak on his behalf please do so. In 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: 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 2 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 2 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 [redacted]