Bill Pearce Courtesy Honda

In 2013 we purchased a 2013 Honda Civic from Bill Pearce. We were told by the sales man that if we complete all of our service and oil changes at Bill Pearce when the car needs tires they would be free. We have taken the vehicle into have the oil changed each time the service light has come on. Each time we do the oil change we have never been advised any additional services were do. Today, August 8, 2015 my daughter took the vehicle in for an oil change and was told we needed new tires. I received a call from the Service man explaining the tread on the tires was low and the front tires need to be replaced. I told him that we had all of the oil changes done at Bill Pearce and we should qualify for the free tires. He told me that the vehicle has 22,000 miles on it and we should have had the 20,000 mile service done but he could transfer me to his co worker who could explain this to me. I asked him shouldn't we have been told about this service by you guys. The man I was speaking kept avoiding my question about the service department advising us what needs to be done. Since I am not a service technician I do not think it is out of line to expect that when you buy a car from a place. I had my husband my call and he was told that we did not get maintenance done last time we were in so we do not qualify for the tires. My husband was at the last oil change at Honda and was never advised there was a service due. The employee said oh well there was a miscommunication and that employee does not work there anymore. We are willing to pay for services that are due but we need to be advised. When my husband and I take our vehicle in to Subaru they tell us what is due at that time and what to expect next.Product_Or_Service: HondaDesired SettlementWe would like the tires for our vehicle. We feel that if they are going to advertise free tires they should do what they should for their customers. Business Response The customer is referring to our "Tires for Life"service reward program. The agreement between Bill Pearce Honda states: " The customer alone is fully responsible for setting up all service appointments and ensuring all required "Tires for Life" maintenance and scheduling is performed. The customer is responsible to inform their service advisor they are participating in Tires for Life at the time of their appointment." That agreement was signed and dated by the customer.However, in the interest of customer satisfaction, the customer was told by the Service Manager that the 10,000 mile service and the Alignment and Balance due at 15,000 miles would both be forgiven...if the customer would have the 20,000 mile service performed, Bill Pearce Courtesy Honda would replace the tires even though services had been missed. That offer was refused by the customer.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I understand that they would forgive the services on the vehicle that were due at 10,000 and 15,000 miles and if we paid for the service due at 20,000 we would get the free tires.However, our problem is that we are not certified mechanics are were told that the service advisor would tell us when a service for the vehicle is due especially since we are taking the vehicle to the dealership. In my experience most other dealerships advise their customers that service is due on their vehicle. The issue for us is that the service ADVISOR did not advise us on anything. The tires for life program is a scam because if the service advisors are not advising customers that they need service than how is anyone supposed to use the program. I understand they believe they were doing us a favor and I understand we would need to pay for the 20,000 service to get free tires. I am ok with that but I am not ok with being told that the service advisor should advise you when your vehicle needs service and they did not.

Auto involved in a one-car collision on 8/5/14. Had auto taken to Pearce Collision where estimated repair cost were below 'unable-to-repair' costs, and estimated repair time was given as 3 weeks. After 3 weeks called to inquire status and was told only needed skirt and paint. Same response following 4 weeks. Visited repair shop on Wednesday, September 17 and front of auto completely disassembled as if auto just started repairs on. Told on that date car would be ready on Friday, Sept. 19. Called on following week and told would be ready next week. As of today, Sept. 30, told would be ready this Friday. Shop manager refuses to return phone calls, and business is completely unresponsive to inquiries. I own a janitorial service and require transportation on an ongoing basis to make a living, and this business couldn't care less.Desired SettlementMake this information available to anyone inquiring about its reliability. Thank youBusiness Response Vehicle brought to us on Sept 8th 2014. Substantial front end collision. [redacted] wrote a preliminary estimate. After tear down [redacted] reinspected vehicle. Ordered parts on 8/11/2014. Parts took 2 weeks to secure. We had parts issues with some incorrect parts. Had to secure correct parts a number of times. This vehicle had suspension damage as well and body and frame damage. Had to perform some suspension repairs to get the vehicle to align correctly on the frame machine. After frame repairs, finished suspension repairs and body damage repairs. Sent to the Paint department on 9/26/14.Vehicle was painted and back to re assembly on 9/30/2014. Vehicle delivered to customer on 10/2/2014.Based on the Labor times, this is an 18 day repair from start to finish with no parts issues. We had numerous parts issues. We do feel that the length of time was excessive though, A lot of that due to an influx of work in our shop. we gave the customer $250.00 off their $500.00 deductible. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)If I had been properly informed that Pearce was experiencing the problems listed, I would not have filed this complaint. This, however, was not communicated to me. What I was told by [redacted], beginning approximately 3 weeks after auto was delivered to Pearce, was all that needed to complete repairs was a skirt and painting. This is the same response I was given by this person for the next several weeks. I understand that Pearce employees have a busy schedule, but I don't think it unreasonable to expect a timely and precise response pertaining to a reasonable request for information. I will further add that the repairs to the auto were excellent. Thank you.

I used them to fix a sensor. My car is ow smoking and they say it needs a new radiator for $1000.00. They say it's a coincidence. They damaged my car and won't fix it. ","neg-1

On 01-14-2014 I took my 2012 Honda Pilot for service at the above mentioned business. This was a 15k service calling for a B 1-6 service.Service Advisor [redacted] initially quoted me $405.00 I advised him that I had another Honda Dealer quote $150.00. I asked to speak to the Service Manager. The Service Manager; [redacted], explained that they have to tear the brakes completely down to inspect and lubricate them. He reduced the price to $335.00 and convinced me that if I wanted to take good care of my vehicle that it was necessary to do this work. I unfortunately signed to have the work done. While they were working on it I called another Dealer and was quoted $174.95 for this B 1-6 Service. When I went to pick up my vehicle, I advised them again of the disparity. I was advised that I had signed, too bad. I asked to speak to the General Manager; [redacted] and was advised that he was off and would not return until the 16th. On the 16th I contacted [redacted] at his business and explained the situation to him. He offered to reduce my bill by $50.00. I told him that was not acceptable. I talked to a Service Manager from Acura of Reno and relayed the circumstances to him. He saw no reason to do a brake teardown unless there was obviously something wrong with the brakes and in that case it would be covered by warranty. I feel that I was scammed into work that was unnecessary and very expensive. I feel that I was scammed and overcharged by about $141.96.Product_Or_Service: 01-14-2014Order_Number: [redacted]Desired SettlementRefund me $141.96 and for [redacted] to audit his service department to avoid this type of business practice in the future.Business Response [redacted] was given service and pricing options by the service writer as well as the service manager prior to any work being performed on his vehicle. [redacted] opted for a full service package with the price quoted and signed for at time of write-up. [redacted] was given the option of a lesser service (exactly as quoted by other repair facilities), and decided on the full service. Both the service and pricing were performed exactly as quoted and authorized.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)This will be my last and final comment. Although the Revdex.com has fulfilled their function of facilitating communication, it is obvious that a fair resolution is not forthcoming. I apologize if someone thinks that I called them a liar. I did allude to an old joke about being cheated. I will continue to pray that Bill Artemis can see his way clear to run an honest and trustworthy dealership. I will forward this complaint to American Honda Motor Co. for resolution. Thank You. Final Business Response [redacted] was given the option of performing an oil change with a visial multi-point inspection along with changing his rear differential fluid for a price of $156 including tax, or performing a service package that included disassembling the brakes and lubing the caliper pins. Both of these options were given by the service manager after the service advisor was unable to effectively communicate with [redacted]. The Honda Service Field Representative was present for these conversations. The General Sales Manager attempted to speak with [redacted] and offer him a further discount after the service authorized was performed. [redacted] proceded to call the service advisor and service manager "liars" and was subsequently asked to leave the dealership property.

I am thoroughly dissatisfied with the quality/lack of customer service that this dealership has provided me during the last visit in their vehicle service department. I have copy and pasted below my email to their service manager, [redacted], which was sent on July 19th, 2014. It has been 2 weeks and I have not received any reply. I am still in disbelief of how myself and my husband were treated on that day, and now in disbelief that their service manager does not even take the time to follow up regarding customer complaints. Absolutely horrible customer service. See letter in quotes below: "Hello [redacted],Your card has just been given to me by one of your service advisors, [redacted]. Because the card that he gave me lists no direct line to reach you or reach your voicemail, I am writing you via email to express my concerns with your service department. First let me say that I work in the service industry every day, & some of the behaviors I have witnessed today would likely get me counseled at the very least. I could not believe it when [redacted] actually raised his voice with me & my husband today. He was defensive, & instead of addressing our concerns about my car & the previous work we had done to it, he actually made us feel worse. He minimized the problems we were presenting to him about the car, & we definitely had problems effectively communicating with one another. I am not at all happy with the level of service I received at you establishment today, & I will not be returning to Bill Pearce Honda for ANY of my repair needs. Frankly, I don't feel that I can trust the staff at Bill Pearce to honestly & effectively do the work that I need on my car. There are plenty of mechanics in town that I CAN trust, to listen to my concerns, address them with honesty & integrity, complete the work, & not overcharge me for it. Unfortunately, I've had problems with all of these issues at Bill Pearce.Thank you for your time,[redacted]"Product_Or_Service: Car repairAccount_Number: Customer #:[redacted]Desired SettlementI would like to make sure that Bill Pearce receives notification of this complaint against them via the Revdex.com, and that this instance of poor customer service is reflected publicly, so that others can make an informed decision and not receive the same poor customer service that I received.Business Response I spoke with [redacted] on 8/8/14 regarding her concerns, and addressed them with each person involved. This is definitely not the way we conduct our business..and sincerely apologize for the experience.