AutoNation Honda Spokane Valley

We are aware of Mr [redacted] complaintWe have offered to replace the blower motor at no charge but recommended to have the wiring harness repaired before so this does not happen againWe believe that the reason the blower motor went bad was the same reason the first one went badUntil Mr [redacted] fixes the original issue this will continueAutoNation Honda will either replace the blower motor (only after original problem fixed) or refund what he spent on blower motorI hope this helpsFeel free to contact for more information[redacted] General ManagerAutoNation Honda

Here at AutoNation Honda we take pride in doing business the right way and maintaining a satisfied customer databaseI apologize for any negative perception of the explanation of what the OFAC watch list isThis is a system the government mandates we do with 100% of our customers on the sales side This is the official verbiage right from their website; " The Office of Foreign Assets Control (OFAC) of the US Department of the Treasury administers and enforces economic and trade sanctions based on US foreign policy and national security goals against targeted foreign countries and regimes, terrorists, international narcotics traffickers, those engaged in activities related to the proliferation of weapons of mass destruction, and other threats to the national security, foreign policy or economy of the United StatesOFAC acts under Presidential national emergency powers, as well as authority granted by specific legislation, to impose controls on transactions and freeze assets under US jurisdictionMany of the sanctions are based on United Nations and other international mandates, are multilateral in scope, and involve close cooperation with allied governments As for the transaction of the Toyota Tundra, we have a policy not to release any vehicle to a customer without payment in full or a cashable contract from a lienholderIn this case we did not have eitherAll deposit money was given back to the customer on the same day as the customer requestedAgain I apologize for the frustrations felt by the customerIf there is any other information needed please ask Russell N [redacted] General Manager AutoNation Honda

Complaint: [redacted] I am rejecting this response because: The general manager continues to deny science and logic. The source of the heat needed to melt a connector and 2 inches of a wiring harness had to come from the blower motor. Yes, the wiring harness now needs to be fixed before the blower motor can be replaced but the wiring harness and the connector was not the cause of the melting. I would like him to explain how that could possibly happen without the involvement of the blower motor. Suppose that the wiring harness and connector was not hooked up to the blower motor at all, would it magically melt the connector and 2 inches of wiring? I think not. I have an estimate to have the wiring harness and the connector be fixed at a different auto shop for about half of the cost quoted to for the wiring harness part. If the manager agrees to pay for this I will be satisfied. I have gone all summer without air conditioning in my car. The delays in response from the dealership I think are inexcusable. At the very least he should pay for these costs because of the hours I have spent in a 95-100 degree car during the hottest summer days. I think the "golden rule" might apply here. Sincerely, [redacted]

The customer has never contacted us, but using a third party to submit complaintWe have offered to replace the fog light and repair the seatIf doing these repairs are not acceptable we have offered for the car to be returned for full refund.Russell N***General ManagerAutoNation Honda Spokane

I understand your frustrationI am willing to refund money spent on the blower motor or am willing to install a new one once the car can accept oneA blower motor only accepts power and adjusts power down to control the fan speedNo power is fed back to the wire harnessThere is something else wrong with the car that needs to be repaired before the blower motor will work.*** ***

Complaint: ***I am rejecting this response because:
It appears that no responsibility will be taken for the racist comment made by the finance manager. Appalling, not even a simple we are sorry that our employee does not knwo the appropriate terminology to explain what he asking others to sign. Disgraceful. I will continue to share my experience with others and also share how they were unwilling to call my bank to ask for the wire or answer calls from the bank to send fundsThis organization is appalling at all levels. We will never be back. Sincerely,*** ***

Complaint: [redacted]
I am rejecting this response because:Dear Mr. [redacted], Thank you for your reply.  I have been looking for a more technical explanation of what you think caused the failure of the blower motor for two months.  I can tell from your reply however, that you are not a car mechanic, which is fine because I am not a car mechanic either.  But I would expect you to consult with your mechanics to get a detailed explanation.  I have done a great deal of online research on the problem as well as talk to qualified car mechanics.  Your description of how the blower motor works is way too simplistic and does not consider that the blower motor is a high voltage-high amperage system, which if any components goes bad or if there are any loose connections, will cause a short circuit resulting in a melting of wiring and parts.  A 40 amp fuse feeds the current which goes to the blower motor (Please see the wiring diagram).  Other components which can go wrong are the blower motor relay, the Blower Power Transistor and resistor and if the connector to the blower motor is not tight can very easily short out and melt.  To determine which components failed I took my car to [redacted] for a diagnosis. (See the mechanic diagnosis)  Unfortunately, you removed the blower motor so they could not examine it for a problem.  I was not informed you would be removing and keeping the damaged blower motor.  Even so, an examination of the connector showed a melting on one of the plugs.  (Please see the analysis by the [redacted] Mechanic and the enclosed pictures)  The pictures clearly show burning and scoring on the blower plug in, which leads me and the mechanic I hired to suspect that the blower was not plugged in correctly causing an electrical short.   Also read the analysis below of an experienced car mechanic who has seen many blower motor failures. Expert:  AMEDEEOk... 9 times out of 10, it is either a bad connection or a bad blower motor. What is happening is there is way too much current or too many amps causing your problem. Most of the time when a blower motor resistor goes bad, the blower motor is bad drawing too much current causing the resistor to overheat. It should be noted that the ONLY place my car has been worked on in [redacted].  Your mechanics are the only ones that have ever worked on the blower motor(s) or any related parts.  If something was not installed correctly, if the connectors were loose, or even if they were going bad your mechanics should have spotted the problem and if something was not installed correctly, it is their responsibility. I fail to see how I could be held responsible if your mechanic did not make sure the blower motor was securely plugged into the connector.  Nothing I have read and none of the experts I have consulted have said a failure of the wiring harness was the cause of the blower motor problem.  For this reason I believe that you are responsible to repair or replace the connector to the blower motor or if that is not possible replace the wiring harness.    When you respond to this I would be interested in hearing from one of your mechanics that could give any kind of a different explanation.  I would also request a very detailed and specific response.  
Sincerely,
[redacted]

We are aware of Mr. [redacted] complaint. We have offered to replace the blower motor at no charge but recommended to have the wiring harness repaired before so this does not happen again. We believe that the reason the blower motor went bad was the same reason the first one went bad. Until Mr....

[redacted] fixes the original issue this will continue. AutoNation Honda will either replace the blower motor (only after original problem fixed) or refund what he spent on blower motor. I hope this helps. Feel free to contact for more information.[redacted]General ManagerAutoNation Honda

Here at AutoNation Honda we take pride in doing business the right way and maintaining a satisfied customer database. I apologize for any negative perception of the explanation of what the OFAC watch list is. This is a system the government mandates we do with 100% of our customers on the...

sales side.
This is the official verbiage right from their website; " The Office of Foreign Assets Control (OFAC) of the US Department of the Treasury administers and enforces economic and trade sanctions based on US foreign policy and national security goals against targeted foreign countries and regimes, terrorists, international narcotics traffickers, those engaged in activities related to the proliferation of weapons of mass destruction, and other threats to the national security, foreign policy or economy of the United States. OFAC acts under Presidential national emergency powers, as well as authority granted by specific legislation, to impose controls on transactions and freeze assets under US jurisdiction. Many of the sanctions are based on United Nations and other international mandates, are multilateral in scope, and involve close cooperation with allied governments.
As for the transaction of the Toyota Tundra, we have a policy not to release any vehicle to a customer without payment in full or a cashable contract from a lienholder. In this case we did not have either. All deposit money was given back to the customer on the same day as the customer requested. Again I apologize for the frustrations felt by the customer. If there is any other information needed please ask.
Russell N[redacted]
General Manager
AutoNation Honda

Complaint: [redacted]
I am rejecting this response because:  The general manager continues to deny science and logic.  The source of the heat needed to melt a connector and 2 inches of a wiring harness had to come from the blower motor.  Yes, the wiring harness now needs to be fixed before the blower motor can be replaced but the wiring harness and the connector was not the cause of the melting.  I would like him to explain how that could possibly happen without the involvement of the blower motor.  Suppose that the wiring harness and connector was not hooked up to the blower motor at all, would it magically melt the connector and 2 inches of wiring?  I think not.  I have an estimate to have the wiring harness and the connector be fixed at a different auto shop for about half of the cost quoted to for the wiring harness part.  If the manager agrees to pay for this I will be satisfied.  I have gone all summer without air conditioning in my car.  The delays in response from the dealership I think are inexcusable.  At the very least he should pay for these costs because of the hours I have spent in a 95-100 degree car during the hottest summer days.  I think the "golden rule" might apply here.
Sincerely,
[redacted]

Review: I purchased a 2004 Ford Excursion from the dealer on 2/7/2015. The transaction went smoothly, albeit, they need more closers on staff to provide a less than 4 hour total purchasing experience with 2 toddlers and 3 other kids under 8. The issue that I am having is that I repeatedly have called to have a part installed that was promised to be installed at closing, and they NEVER call back, except when I made a phone call to the general manager; I get a call back, and they order the WRONG PART, even though I specify in photos and emails the correct part to order. we are going on OVER 10 WEEKS since we closed the deal, and Autonation Honda has not made good on installing the part.

Also, I have called to request information on where the windshield was replaced so that I can have warranty work performed on the seal that has separated from the top of the windshield, and THEY NEVER CALL BACK!

Am I sensing a common theme here?

Autonation markets itself on customer service and loyalty. This is my second Autonation purchase, and I want the general manager to make it right, not another ten weeks from now, but a phone call in the next week, is that too much to ask? You can find me by the vehicle type and year and sale date at the top! Just give me a call!Desired Settlement: Please install the REAR cupholder in the center console, as promised in the sales agreement on 2/7/2015.

Also, Please inform me of the contact information for the business that installed the windshield so I can contact them about warranty repair.

Business

Response:

We have contacted the customer on several occasions. The windshield trim piece has been repaired and we are still in the process of trying to acquire the rear center console cup holder piece and will stay in communication with the customer. If we cannot locate the part for the customer we will gladly reimburse him for the it should he locate the correct part. Thank you, [redacted]Service ManagerAutoNation Acura & AutoNation Honda###-###-#### Ext [redacted] ###-###-####[redacted]“ We are what we repeatedly do. Excellence, then is not an act, but a habit.”

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The issue is not closed until we have a cupholder and/or full center console installed, or $7,000 cash.

Review: On July 11, 2014 I brought my 2005 Honda Civic Hybrid to Auto Nation for a 160000 mile checkup. We had been going to this location when it was previously owned by Appleway and Valley Honda for many years. We had never had problems with that service department and decided to stay with the new business. About midday I received a phone call from Auto Nation was given a verbal list of things to be done, rotate the tires, oil change, coolant flush, etc. No cost information was provided. I had been used to the service that we received with the previous business and gave the OK. Nothing major was in the list so it was standard service. From past experience I expected the bill to be around $350. The bill was $661.21. To summarize my complaints: the labor costs are exorbitant, they do not follow manufacturer’s recommendations, an unnecessary and expensive service was performed and I had a service rep outright lie to me in order to add another charge to the bill.Desired Settlement: Refund the labor costs of the induction service and overpriced coolant system service. The first because it was an unnecessary service and the second as penalty for the out-right lie told by the service rep.

Business

Response:

RE: ID [redacted]

[redacted]:

This is in response to the concern we received from your office regarding Mr. [redacted]. After a full investigation and speaking to all associates involved in the transaction that took place on July 11, 2014 between AutoNation Honda and [redacted] I have found the following:

When the appointment was set on July 7, 2014 it was set for an Oil Change and the customer stated that there were 155,000 miles on their vehicle and would like to know what is needed at this mileage.

[redacted] contacted me on Friday, July 18, 2014 to discuss his concerns regarding his service visit the week prior. I explained to [redacted] at that time that part of our service includes a Multi-Point Inspection in which we check numerous items on the vehicle. When our technicians do the inspection they complete the Multi-point inspection sheet with any factory and/or dealer recommendations. Again, these are recommendations and the customer has the choice to have the recommended services performed or can decline the recommended services.

During my conversation with [redacted] I asked if he had approved the recommended services that were in question and he told me “Yes” he had approved the Coolant Service $149.95, the induction service $219.95 (on any Hybrid vehicle such as the one that [redacted] brought in for service, this service is going to be higher than any gas vehicles, due to the labor involved) the oil change $39.95, Alignment $89.95 and Rotate and Balance of tires $49.95. When I spoke to the Service Advisor who assisted [redacted] he said he placed a call to [redacted] to discuss the recommended services after the technician had completed his inspection, he states that he gave [redacted] a cost with each service he was recommending and that [redacted] approved all of the recommended services.

As I also explained to [redacted] our pricing is very competitive as we do market pricing analysis on every maintenance/repair service we offer every quarter, these are very detailed to assure we are competitively priced in our market.

From the information I have received from both the customer and the associates involved, the process we have in place was followed and the customer approved the recommended services totaling $608.29 before tax.

Should you have any further questions please feel free to contact me.

Review: While in for an oil change, the owner's manual was removed from the glove box of my car and not replaced. I brought this to the attention of the service center the next time I came in after realizing it was gone, and was informed by the service writer that he would look in to it for me and I left my number. I had requested that it be replaced. He never got back to me. The next time I went in, I asked again about getting it replaced and was told by the same service writer that it was their policy that the manuals are never removed from the vehicles, so it couldn't be their doing. Funny how this policy suddenly popped up between visits. He then offered me a manager's discount at $90.00 to purchase a new manual. I don't like that this dealership is not taking responsibility for employee actions and is not making good on missing equipment. It seems that their solution to a problem they caused is to try to sell you something and get rid of you as fast as possible rather that doing the right thing in the beginning earning customer satisfaction.Desired Settlement: A 2008 Honda CR-V manual.

Business

Response:

August 9, 2013

Revdex.com

Attn: [redacted]

RE: ID [redacted]

Mr. [redacted]:

This is in response to the recent open customer concern we received from your office, regarding Ms. [redacted]. I have left a phone message for Ms. [redacted] asking which of the two manuals we need to replace. (Service Manual or Owners Manual?). Our policy is that if a Service Manual is lying on the seat, or is out visible, when a customer’s vehicle comes into our Service Department, our Service Technicians will fill it out and put it back on the front seat of the vehicle. At no time do our Service Technicians go looking for the Service Manual and/or Owners Manual in the glove box. I apologize for any inconvenience and or frustration we may have caused Ms. [redacted] regarding her concern.

As soon as I hear back from Ms. [redacted] as to which manual we need to replace I will have our parts department order it immediately. If you have any additional questions please feel free to contact me at [redacted]

Sincerely,

Review: Two weeks ago I was in the process of purchasing a vehicle from AutoNation Honda for a grand total of $4,200 which included paper work fees and licensing. I was going to pay $2,200 in cash and needed $2,000 financed. They said okay they should be able to find someone to finance me. I was told to come back the following day to drop the $2,200 down and pick up the car. I received a phone call from [redacted] questioning why I needed a loan. I then called AutoNation who explained to me that they are trying to find me the best situation and to not come out to pick up the car yet. 3 days had past no word on the situation, I receive a letter in the mail from [redacted] denying the loan request of $4,982. I call AutoNation to find out why they asked for $4,982 when the car was only $4,200. The verbal agreement was only to finance the remaining $2,000. I spoke with [redacted] and [redacted] and they both said they only denied me because roughly 5 grand was too high given my circumstances. I then spoke with the lead finance guy at AutoNation today, I inquired about the extra $782 and why it was ran for $4,982 instead of the verbal agreement of $2,000. He told me they added a gap fee and he wasn't informed that it was only supposed to be a loan for $2,000. I then asked is there anything they can do to fix this on my credit report and he told me I would have to figure that out. So here I am trying to figure it out!Desired Settlement: I Would like AutoNations Honda to have the finance companies that they had run my credit for an unauthorized amount is removed from my credit report. I am aware of 3 finance companies; they are [redacted], [redacted], and [redacted].

Or to please remove any and all companies that they had pulled my credit for this unauthorized amount. My credit has been dinged and I would like it corrected. Thank you

Business

Response:

Revdex.com

Attn: [redacted]

Resolution Moderator

RE: File# [redacted]

[redacted]:

This is in response to the customer concern we received from office regarding Ms. [redacted]. After to spea[redacted] to the individuals involved we have found the following: The finance department was instructed to submit the documents, there was no down payment noted on any of the paperwork. Following process, we submitted the documents for approval to the following banks, [redacted], [redacted] and [redacted] for the full purchase price, plus applicable state tax, title fees and license fees. With every loan we submit, we submit the loan application with available protection products for the consumer. Ms. [redacted]’s application was submitted with GAP insurance which will protect the loan if Ms. [redacted] choose to do so.

Our Finance Director spoke to Ms. [redacted] and instructed that if she wanted to dispute inquiries, that she could contact the credit bureaus and file any disputes with them.

If you have any further questions please contact [redacted], General Manager or [redacted], Finance Director, both can be reached at ###-###-####.

Sincerely,

Service Manager

AutoNation Honda [redacted]

###-###-####

E-mail [redacted]

Dogs are not our whole life, but they make our lives whole.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Revdex.com