To Whom It May Concern: The customer came in to Albany Honda because she had a recall for the windshield wiper motors on her Accord When the Technician entered the vehicle to perform the repair he noticed that the windshield had a small crack in the lower Driver's side corner He notated this damage on his paperwork and showed the damage to another technician who was helping him with the repair The technician completed the repair and informed the Service Advisor that the wiper rods were damaged and need to be replaced This item was not covered by the recall According to our Service Manger the windshield had previous damage different from the crack which appeared to be caused by the failed wiper rods The customer did pay $to have the wiper rods replaced After they were replaced the windshield wipers were then functioning normally After the customer went to her vehicle to drive home she said she then noticed the crack and stated that we had damaged the windshield She then made disparaging remarks about the technician who performed the work on her vehicle We advised her that we did not do this damage and felt that it was unfair for us to pay for the windshield replacement when it appeared that the crack was from previous damage At this point she called the local Police Department and attempted to file a complaint against the dealership The reporting Police Officer looked at the crack and, according to my Service Manager, advised her that it looked like an old crack not one that occurred today He arrived at this conclusion because there was no fresh shards or pieces of glass around the damaged area so it appeared that the damage had been there for a while He proceeded to write up the incident without assigning blame to the dealershipPlease know that our Service Department has an excellent reputation and would not tell an untrue story just to get out of paying for a windshield If we felt like we did cause the damage then we would have been happy to replace the windshield However, in this case, we truly feel that we are not responsible for the cracked windshield Nonetheless, in order to resolve the matter we would be happy to pay for 1/of the cost to replace the windshield as long as the cost is reasonable The customer may contact me, [redacted] , at [redacted] if she would like to take us up on this offer Thank you for taking the time to process my response
Thank you much for your feedback regarding your recent service visit We are very sorry about your recent troubles with your Accord and we will be happy to follow up with to make sure all is well with your vehicle We did perform a Timing Belt Service on this vehicle and it was cranking fine while in our shop after the repair was complete Please note that a Timing Belt Service does not involve any repairs to the electrical system When the customer brought the vehicle back after it did not start that evening we found a blown battery fuse It looked like someone had tried to jump the battery and that possibly resulted in the blown fuse We replaced the fuse at no charge to the customer for goodwill reasonsThe battery tested good and the vehicle was cranking fine after this subsequent repair The next day the vehicle would not crank again so we paid to have it towed back to our shop This time we found a faulty ignition switch which probably caused the vehicle not to start the first time Luckily, the customer has an extended warranty that covered this defective condition and we promptly replaced the ignition switch at no cost to the customer other than an additional key remote which they requested The vehicle is starting fine as of this morning The customer picked the vehicle up just a few hours ago We will certainly follow up with them to make sure all is now well with the vehicle We appreciate their business and we apologize for any frustrations they have experienced during this situationPlease note that we are not a dishonest shop and we did all we could do to resolve a complicated situation I did apologize to the customer and we will try to do a better job in communicating with them in the future Have a great Thanksgiving
I live in Augusta,GA and today 4/3/I took a trip to Albany,GA I started to hear a loud scrubbing noise on my front left wheel of my GMC Yukon DenaliAlbany Honda was the closet place for me to stop and get it fixedThey told me they could service my truckI was informed that it was the wheel hub bearingI was told the price for the part was $or so and labor would be around $and that it could be there in min from the only place who had it in stock in townI immediately looked up the part in oreilly.com and it was priced at I informed the guy and he seemed surprisedI asked did they order parts from oreilly he said yes but they did not order the part I needed from them instead they had an employee take me there which was maybe a mile and a half down the street and it only took maybe minutes and that's with driving and purchasing the partThey did call oreilly and verify the price, is what the employee at oreilly informed me of after I mentioned the situation to him, but they still wanted to charge me $if I got the part through themIt did take like three hours total from the time I got there to have the problem evaluated and service completedI am upset because they tried to overcharge me for a part and maybe labor if I would not have did my own research and spoken upI think they tried to take advantage because I told them I lived out of town and figured I needed to get the service done to get back home hours away, but didn't know that I am an active duty member of the U.SArmy and don't take any **Thank you
To Whom It May Concern: The customer came in to Albany Honda because she had a recall for the windshield wiper motors on her Accord When the Technician entered the vehicle to perform the repair he noticed that the windshield had a small crack in the lower Driver's side corner He notated this damage on his paperwork and showed the damage to another technician who was helping him with the repair The technician completed the repair and informed the Service Advisor that the wiper rods were damaged and need to be replaced This item was not covered by the recall According to our Service Manger the windshield had previous damage different from the crack which appeared to be caused by the failed wiper rods The customer did pay $to have the wiper rods replaced After they were replaced the windshield wipers were then functioning normally After the customer went to her vehicle to drive home she said she then noticed the crack and stated that we had damaged the windshield She then made disparaging remarks about the technician who performed the work on her vehicle We advised her that we did not do this damage and felt that it was unfair for us to pay for the windshield replacement when it appeared that the crack was from previous damage At this point she called the local Police Department and attempted to file a complaint against the dealership The reporting Police Officer looked at the crack and, according to my Service Manager, advised her that it looked like an old crack not one that occurred today He arrived at this conclusion because there was no fresh shards or pieces of glass around the damaged area so it appeared that the damage had been there for a while He proceeded to write up the incident without assigning blame to the dealershipPlease know that our Service Department has an excellent reputation and would not tell an untrue story just to get out of paying for a windshield If we felt like we did cause the damage then we would have been happy to replace the windshield However, in this case, we truly feel that we are not responsible for the cracked windshield Nonetheless, in order to resolve the matter we would be happy to pay for 1/of the cost to replace the windshield as long as the cost is reasonable The customer may contact me, [redacted] , at [redacted] if she would like to take us up on this offer Thank you for taking the time to process my response
Thank you much for your feedback regarding your recent service visit We are very sorry about your recent troubles with your Accord and we will be happy to follow up with to make sure all is well with your vehicle We did perform a Timing Belt Service on this vehicle and it was cranking fine while in our shop after the repair was complete Please note that a Timing Belt Service does not involve any repairs to the electrical system When the customer brought the vehicle back after it did not start that evening we found a blown battery fuse It looked like someone had tried to jump the battery and that possibly resulted in the blown fuse We replaced the fuse at no charge to the customer for goodwill reasonsThe battery tested good and the vehicle was cranking fine after this subsequent repair The next day the vehicle would not crank again so we paid to have it towed back to our shop This time we found a faulty ignition switch which probably caused the vehicle not to start the first time Luckily, the customer has an extended warranty that covered this defective condition and we promptly replaced the ignition switch at no cost to the customer other than an additional key remote which they requested The vehicle is starting fine as of this morning The customer picked the vehicle up just a few hours ago We will certainly follow up with them to make sure all is now well with the vehicle We appreciate their business and we apologize for any frustrations they have experienced during this situationPlease note that we are not a dishonest shop and we did all we could do to resolve a complicated situation I did apologize to the customer and we will try to do a better job in communicating with them in the future Have a great Thanksgiving
I live in Augusta,GA and today 4/3/I took a trip to Albany,GA I started to hear a loud scrubbing noise on my front left wheel of my GMC Yukon DenaliAlbany Honda was the closet place for me to stop and get it fixedThey told me they could service my truckI was informed that it was the wheel hub bearingI was told the price for the part was $or so and labor would be around $and that it could be there in min from the only place who had it in stock in townI immediately looked up the part in oreilly.com and it was priced at I informed the guy and he seemed surprisedI asked did they order parts from oreilly he said yes but they did not order the part I needed from them instead they had an employee take me there which was maybe a mile and a half down the street and it only took maybe minutes and that's with driving and purchasing the partThey did call oreilly and verify the price, is what the employee at oreilly informed me of after I mentioned the situation to him, but they still wanted to charge me $if I got the part through themIt did take like three hours total from the time I got there to have the problem evaluated and service completedI am upset because they tried to overcharge me for a part and maybe labor if I would not have did my own research and spoken upI think they tried to take advantage because I told them I lived out of town and figured I needed to get the service done to get back home hours away, but didn't know that I am an active duty member of the U.SArmy and don't take any **Thank you