Complaint: ***
I am rejecting this response because: I did not receive a VM, not sure what number was calledI was told that I would be responsible for any charges from neglect, anything not covered by warranty, which I understand and agree to but I was never told about any diagnosis feeIf this was case I never would have dropped it off.
Sincerely,
*** ***
Complaint: [redacted]
I am rejecting this response because: I was told that but was there an issue found not related to warranty? I bring it home and this morning I look out and there is dime size oil leak under the front of the snow blower. I was told 10 days and you had it 32 days and nothing was fixed and I had to pay. I was conveniently never told about a $100 pre-authorization but I am sure it was in small print so the customer doesn't read it or understand. I have never filed a complaint in my life against a business but this is very unethical behavior. You should explain ALL charges ahead of time clearly,
Sincerely,
[redacted]
Complaint Information: Contacted customer by phone to try and set up an appointment to look further into his allegations that the machine is still leaking, although it did not leak the entire time it was in our posession. Service manager left a voicemail on 11/29 and to date we have not received a return phone call. Again, we spent time looking for the stated problem (a leak), and did disassemble the unit to inspect for any source of a leak). We feel we are attempting to resolve customer's complaint. We also feel that we notified the customer (and his father, who has now threatened a spearate Revdex.com complaint) that anything that was not a defect in the machine would be their responsibility to correct, and that if it was not a warrantable issue, they would be responsible for the bill, which would include diagnosis.
Customer was informed that if there was an issue with the machine that was not related to the manufacturer's warranty, that he would be responsible for the diagnosis and repair. We have $100.00 pre-authorized by the customer and signed by him, to check out/repair the unit if it was not a warrantable...
issue, which constitutes an agreement. To date, we have dis-assembled the housing cover of the machine and inspected for any signs of an oil leak. The technician spent over an hour inspecting the unit, and customer was charged for .7 of an hour's labor. Since we could find nothing to repair at present, we can not claim any warranty on the unit. Customer was made aware of this situation according to service advisor [redacted]. Some goodwill assistance at the dealership level is sometimes a consideration if customer purchased the machine from our dealership, but neither customer nor his father purchased their machines here. As a note, we did find an issue with customer's father's unit and are repairing unit as of this response, for a leaking carburetor. No similar leak was found on customer's unit.
Manchester Honda [redacted] Service Dept.
Complaint: ***
I am rejecting this response because: I did not receive a VM, not sure what number was calledI was told that I would be responsible for any charges from neglect, anything not covered by warranty, which I understand and agree to but I was never told about any diagnosis feeIf this was case I never would have dropped it off.
Sincerely,
*** ***
Complaint: [redacted]
I am rejecting this response because: I was told that but was there an issue found not related to warranty? I bring it home and this morning I look out and there is dime size oil leak under the front of the snow blower. I was told 10 days and you had it 32 days and nothing was fixed and I had to pay. I was conveniently never told about a $100 pre-authorization but I am sure it was in small print so the customer doesn't read it or understand. I have never filed a complaint in my life against a business but this is very unethical behavior. You should explain ALL charges ahead of time clearly,
Sincerely,
[redacted]
Complaint Information: Contacted customer by phone to try and set up an appointment to look further into his allegations that the machine is still leaking, although it did not leak the entire time it was in our posession. Service manager left a voicemail on 11/29 and to date we have not received a return phone call. Again, we spent time looking for the stated problem (a leak), and did disassemble the unit to inspect for any source of a leak). We feel we are attempting to resolve customer's complaint. We also feel that we notified the customer (and his father, who has now threatened a spearate Revdex.com complaint) that anything that was not a defect in the machine would be their responsibility to correct, and that if it was not a warrantable issue, they would be responsible for the bill, which would include diagnosis.
Customer was informed that if there was an issue with the machine that was not related to the manufacturer's warranty, that he would be responsible for the diagnosis and repair. We have $100.00 pre-authorized by the customer and signed by him, to check out/repair the unit if it was not a warrantable...
issue, which constitutes an agreement. To date, we have dis-assembled the housing cover of the machine and inspected for any signs of an oil leak. The technician spent over an hour inspecting the unit, and customer was charged for .7 of an hour's labor. Since we could find nothing to repair at present, we can not claim any warranty on the unit. Customer was made aware of this situation according to service advisor [redacted]. Some goodwill assistance at the dealership level is sometimes a consideration if customer purchased the machine from our dealership, but neither customer nor his father purchased their machines here. As a note, we did find an issue with customer's father's unit and are repairing unit as of this response, for a leaking carburetor. No similar leak was found on customer's unit.
Manchester Honda [redacted] Service Dept.