Burns Honda

To whom it may concern at the Revdex.com I have reviewed the situation the customer has outlined and it does appear there were some assumptions on both sides of making this transactionI have appealed to American Honda Finance on behalf of the customer AND the dealershipIn any event the customer is not going to be responsible forthis over mileage charge they are being asked to pay and this week by Friday 7/8/ [redacted] prior account (account number [redacted] ) will show as paid in fullSincerely, Jim M [redacted] General Manager Burns Honda

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] While I do recognize that Burns Honda must abide by the corporate policies set by [redacted] ***, I feel an exception was warranted by Burns themselves, because of the nature of the issue I discovered (in the safety system)My owner's manual states that ignoring this light can cause serious injury or deathI am now trying to fix this situation.In addition, I was told different stories about how this system works in my vehicleFirst, the system tested itself every time it is started and after 'bad' readings, the light comes onThen, it was every time started a 'bad' reading triggers the lightThen, it constantly checks itself and at any time the light can come onThis does not instill confidence in me that this vehicle is safeAs for the length of time between my mechanic's reading and my appointment with ***: I have been in the service department before and it ALWAYS took a very long time for them to complete the work I requestedI currently work full time and do not have hours to spend waiting for work to be completedI am now selling the car, and cannot in good conscience do so with a known problemI do not feel that I am a valued customerI also do not feel that they have my safety as their #concernMy family and I will no longer be using this dealership for any of our vehicle's needsI will also communicate about the abysmal customer service provided by this departmentRegards, [redacted]

November 17, 2014Revdex.comWhitehorse-Hamilton Square Rd., Bldg A, Ste 202Trenton, NJ RE: Complaint # [redacted] To Whom It May Concern: In response to the most recent correspondence from Mr [redacted] regarding the above referenced Revdex.com complaint, we have the following points to make We do not keep records of individual MAP readings for every vehicle The data source for the factory labor time guides we previously quoted are from Mitchel on Demand (2.4) and American Honda Motor Co(1.8)We are free to charge a blend of those times The map reading was checked after the coil replacementAlso while the engine misfire codes may not suggest a valve adjustment is necessary, we never claimed they didThe valve adjustment was suggested in response to the wide variation in the MAP reading which could cause the Check Engine light to come on in the future Mr [redacted] states that our technician’s service record doesn’t mean he couldn’t make a mistake but then goes on to state that he has over years with an unblemished service recordSo how is our technician’s years with an outstanding service record, implausible? Lastly, the work performed was agreed on by Mr [redacted] before being doneWe disagree with Mr [redacted] that the repair was not justifiable and the questioning of our technician’s work ethicWe stand by our technician’s suggestion and the work he performedOur Revdex.com record shows we are a reputable automobile service facilityNo one is perfect, neither company nor customerAs an olive branch in this disagreement, we will extend a refund of 50% in the amount of $to Mr*** Sincerely, [redacted] General Manager/Vice President CC [redacted] Director of Fixed Operations

Complaint: ***
I am rejecting this response because:
In reply to Mr.*** response, I am committed to note the following:1. The dealership states that the MAP sensor readings are not available. I would still like to review the printed MAPsensor readings before and after the valves were adjustedI was charged for anexpensive service and have the right to be privy to the same information usedby the mechanic who deemed the work necessaryThe MAP sensor variations were quotedto me weeks after the service was done, once the mechanic had returned fromvacation. Why were the figures availablethen and not now if the dealership claims they do not keep MAP readings forevery vehicle? 2. Burns Honda billed me hours for the valve adjustment work, which far exceeds theblended rates of to hours, quoted by Mr***. What was the extenuating circumstance leadingto the excessive charge for the job that wasn’t even required? 3. Mr*** states that they never claimed that the valve adjustment job wasnecessary. However, they also never discussedthat the car would have run fine without the valve adjustment. Had I been properly informed, I would havenever consented to the workThe omission of truth is a lieMr*** had anopportunity to right this wrong after our first meeting, but chose not to. I feel deceived and cheated by thedealership. 4. The reference to my unblemished service record pertains to these components towhich I take pride: work ethic, dedication to my job, service to mycustomers. Everyone, including myself,makes mistakes. In the professionalsetting in which most Americans work, mistakes without accountability are unacceptable. Accountability determines whether or notcustomers can put their faith in the service provider. Based on how this situation has been handledto date, I cannot vouch for the reliability of this Honda dealership. 5. Burns Honda dealership may pat their master technician on his back for his loyalty tothe Company for bringing in additional revenue. Informed customers recognize how the dealership really operates. This incident has exemplified how my trust inthe dealership has been abused by them 6. The demand in my complaint has not beensatisfied and this matter will not be considered settled unless the followinghas been met: a) A full refund for the valve adjustment service.b) A written acknowledgment that this valve adjustment service was unnecessaryc) Computer verifications of MAP sensor readings before and after the valves were adjusted.For the reasons stated above, I reject theoffer presented by Burns HondaSince our agreements appear to beun-reconcilable, it is best if this complaint is left on the Revdex.com file asunresolved. I will continue to follow upon this matter with the head office.
Regards,
*** ***

Business Response to a Complaint
cellpadding="0">
Complaint ID#:
***
Company Name:
Burns Honda
Company Contact:
*** ***
Company Phone:
***
Company Email:
***
Person Who Sent the Complaint:
*** ***
Staff Member:
Response:
Spoke with *** *** and he stated that the door handle is currently working from the outside as it was designedHe also stated that the remote worked for a couple of days and is currently not workingI informed him that we had stated that there may be an intermitten problem with the alarm control unit but we couldn't make it fail at the time of the serviceWhen we first saw the vehicle the car did not have any key fob for the remote system so we needed the customer to purchase a key fob in order to activate and deactivate the systemWe also did order a outside handle due to being brokenThis was the first time we saw this vehicleOn June 20th I spoke with *** *** and told him that we will locate the control unit and install a new one in for him at no chargeHe agreed with this and we will be setting up and appointment once the part has arrivedIt is a special order part from vintage parts of AHM
Sent on: 6/20/1:26:PM
Sent by:

To whom it may concern at the Revdex.com
 
I have reviewed the situation the customer has outlined and it does appear there were some assumptions on both sides of making this transaction.
I have appealed to American Honda Finance on behalf of the customer AND the dealership. In...

any event the customer is not going to be responsible forthis over mileage charge they are being asked to pay and this week by Friday 7/8/16 [redacted] prior account (account number [redacted]) will show as paid in full.
Sincerely,
Jim M[redacted]
General Manager
Burns Honda

November 17, 2014Revdex.com1262 Whitehorse-Hamilton Square Rd., Bldg A, Ste 202Trenton, NJ 08690 RE: Complaint # [redacted] To Whom It May Concern: In response to the most recent correspondence from Mr. [redacted] regarding the above referenced Revdex.com complaint, we have the following points to make. 1.       We do not keep records of individual MAP readings for every vehicle.  2.       The data source for the factory labor time guides we previously quoted are from Mitchel on Demand (2.4) and American Honda Motor Co. (1.8). We are free to charge a blend of those times. 3.       The map reading was checked after the coil replacement. Also while the engine misfire codes may not suggest a valve adjustment is necessary, we never claimed they did. The valve adjustment was suggested in response to the wide variation in the MAP reading which could cause the Check Engine light to come on in the future. 4.       Mr. [redacted] states that our technician’s service record doesn’t mean he couldn’t make a mistake but then goes on to state that he has over 40 years with an unblemished service record. So how is our technician’s 33 years with an outstanding service record, implausible?  5.       Lastly, the work performed was agreed on by Mr. [redacted] before being done. We disagree with Mr. [redacted] that the repair was not justifiable and the questioning of our technician’s work ethic. We stand by our technician’s suggestion and the work he performed. Our Revdex.com record shows we are a reputable automobile service facility. No one is perfect, neither company nor customer. As an olive branch in this disagreement, we will extend a refund of 50% in the amount of $247.01 to Mr. [redacted].  Sincerely, [redacted]General Manager/Vice President CC[redacted]Director of Fixed Operations

Miss [redacted] and her family are highly valued customers of Burns Honda over the course of many years.  We do recognize the concern that she has with the safety of her civic. ...

Her safety is of the highest importance to us as well as to [redacted].  On 7/31/14 [redacted] brought her vehicle to us stating that the SRS (Supplemental Restraints Light) had come on. Another mechanic told [redacted] on November 26, 2013 it needed a seat belt buckle to be replaced.  Eight (8) months have now passed and to our knowledge AND with our Factory Trained inspection of the vehicle we found that the SRS light was not on. 
In addition we hooked up our [redacted] diagnostic equipment and checked the SRS system for any other data trouble codes (DTC’s), none were found.  [redacted] designed this vehicle to test the components of the SRS system upon each start up.  If the vehicle finds a component in that system is not functioning properly it will store a DTC and it will illuminate the SRS light on the dashboard.  Therefore based on the testing we performed and the lack of any DTC or SRS light we were unable to find any component in the SRS system requiring a repair or part replacement.  When [redacted] arrived to pick up we discussed that same information.  She was adamant that we needed to replace the seat belt buckle. 
As a representative of [redacted]; Burns Honda cannot make a warranty repair to a vehicle that does not exhibit a defect.  This structure is put in place for the protection of all parties.  Without having an exhibited concern we are unable to properly test and determine what part may require repair.  Upon further discussion in the days to follow [redacted] supplied us with a receipt from her other mechanic.  It was dated 11/26/13 as noted above.  It stated that there was an air bag DTC (9-3) that required replacement of a seat belt buckle.  In an attempt for customer satisfaction we forwarded this information to a representative of [redacted] for review.  Upon their review they concluded and instructed us as is their policy that without the vehicle currently exhibiting a concern that no repair could be performed. 
Similar to any customer getting a second opinion on our recommendations, Burns Honda does not rely on and is not required to rely on the opinion of another mechanic. We are instructed to produce or re-produce the similar symptom the vehicle previously exhibited or a new symptom if that be the case. During this discussion [redacted] made us aware that since 11/26/13 the SRS light had not stayed on.
The SRS light does “come on” when starting the car and cycles thru a series of “tests” it is trained to do. This means that since then each time the car was started it tested the SRS system and that system passed the test and is functioning as designed. We want to be clear that it is not that Burns Honda doesn’t want to assist [redacted] to the best of our abilities.  However without the concern being exhibited, we are unable to move forward with any type of repair or parts replacement..</

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted].
While I do recognize that Burns Honda must abide by the corporate policies set by [redacted], I feel an exception was warranted by Burns themselves, because of the nature of the issue I discovered (in the safety system). My owner's manual states that ignoring this light can cause serious injury or death. I am now trying to fix this situation.In addition, I was told 3 different stories about how this system works in my vehicle. First, the system tested itself every time it is started and after 3 'bad' readings, the light comes on. Then, it was every 1 time started a 'bad' reading triggers the light. Then, it constantly checks itself and at any time the light can come on. This does not instill confidence in me that this vehicle is safe. As for the length of time between my mechanic's reading and my appointment with [redacted]: I have been in the service department before and it ALWAYS took a very long time for them to complete the work I requested. I currently work full time and do not have hours to spend waiting for work to be completed. I am now selling the car, and cannot in good conscience do so with a known problem. I do not feel that I am a valued customer. I also do not feel that they have my safety as their #1 concern. My family and I will no longer be using this dealership for any of our vehicle's needs. I will also communicate about the abysmal customer service provided by this department.
Regards, [redacted]

October 7, 2014 Revdex.com ComplaintID# [redacted] Mr. [redacted] came to Burns Honda on August 11, 2014 with an issue of his Check Engine Light illuminated. This vehicle was dispatched to our ASE master technician [redacted]. Mr. [redacted] has been a Honda certified technician...

since June 1, 1981 a total of 33 years, 4 months and 6 days . On or about the first week of September I spoke with Mr. [redacted] and his family in my office. I told him I would look into the issue and would talk to [redacted] directly. I informed Mr. [redacted] that [redacted] was on vacation and would not be returning till September 8th. He told me that it was no rush since he was going to be on vacation as well. On September 22nd at 12:21PM I spoke with Mr. [redacted] again and explained to him what [redacted] had found on his vehicle and why the valve adjustment was necessary. What I explained to Mr. [redacted] was that [redacted] diagnosed Mr. [redacted]’s 2008 Honda FIT by plugging his laptop computer into his vehicles computer through a special tool called an MVCI and extracted the trouble codes and current data list of his car. He found the vehicle had engine misfire codes of P0300, P0301, P0302, and P0303. He also noticed the Manifold Absolute Pressure Sensor (MAP) in his data list was not steady and was higher than normal. This sensor should be steady at 1.0. Mr. [redacted]’s MAP sensor was fluctuating between .9 and 1.7. This is an indication of valves getting tight causing this issue. So Mr. [redacted] needed to perform two procedures to repair this vehicle properly. The first repair would be to replace a bad ignition coil. [redacted] determined that cylinder #1 was misfiring due to a bad coil. He also examined the rest of the coils and did not like the way they looked and suggested replacing the other 3 ignition coils. This repair was covered under Mr. [redacted]’s extended warranty. His extended warranty is a Resource Warranty covering his vehicle up to 100,000 miles and expires on 1/27/2019. The second part of this repair was a valve adjustment. With the MAP reading fluctuating as high as 1.7 this will code and a check engine light will appear again. Our technician suggested doing the valve adjustment so the customer was not inconvenienced and had to bring his vehicle back to us and the main reason was to repair his vehicle correctly the first time. This procedure is not covered under his extended warranty and is considered a maintenance procedure. I have spoken with Mr. [redacted] directly and informed him about this and why it was necessary to perform the valve adjustment.I explained to Mr. [redacted] that it is not a simple procedure to adjust valves on his 2008 FIT.I have checked two labor time guides and they vary from 2.4 hours to 2.7 hours.  Burns Honda prices their labor times through utilizing competitive labor guides. There may be other price quotes which can vary depending on the dealerships hourly labor rate that they use to charge.Burns Honda feels the repair was justifiable and the amount charge was appropriate.   Thank You,[redacted]Director of Fixed OperationsBurns Honda c.c [redacted]

Review: I was ill advised about the need to have the valve adjustment service. The car was booked into the dealership to eliminate a check engine light due to a misfire on one or more cylinders. The work that was covered under the warranty on the replacement of the coils is not disputed. The car should have been tested at that point to see if the issue was resolved. My dispute is on the additional work of valve clearance adjustment that was recommended without a proper explanation whether it was truly necessary. Contacts to other Honda dealers and Honda Headquarters revealed that the recommended number of man hours for that service is 1.5 hours, whereas I was charged 2.8 hours. Subsequent to that service, I disputed my concerns with the service manager, and he advised me that the map readings on my 2008 Honda Fit varied between 0.9 and 1.7, when the normal reading is 1.0. I have no control to verify if the service manager's advice was true, and if the lash readings affected just one or many valves, or if these readings were quoted after any manipulations. The additional service, which is disputed, was not performed in my best interest as a customer, but was simply a means of increasing the Company's revenue at my expense, leaving me with almost $400 in debt after that svc. The car would have functioned perfectly well with the work that was covered under the warranty, and the valve adjustment service should have been deferred until the recommended svc interval at 100,000 miles (as suggested to me on my subsequent inquiries to other Honda dealers and Honda headquarters). The car currently has 75,000 miles. It was purchased at the same used car dealership, and has been properly maintained with all services performed at the recommended intervals. In my experience of over 45 years of all the high mileage cars that I have owned and maintained, any performance degradation is and has been insignificant in the absence of any valve adjustment whatsoever on those cars.Desired Settlement: Full Refund request

Business

Response:

October 7, 2014 Revdex.com ComplaintID# [redacted] Mr. [redacted] came to Burns Honda on August 11, 2014 with an issue of his Check Engine Light illuminated. This vehicle was dispatched to our ASE master technician [redacted]. Mr. [redacted] has been a Honda certified technician since June 1, 1981 a total of 33 years, 4 months and 6 days . On or about the first week of September I spoke with Mr. [redacted] and his family in my office. I told him I would look into the issue and would talk to [redacted] directly. I informed Mr. [redacted] that [redacted] was on vacation and would not be returning till September 8th. He told me that it was no rush since he was going to be on vacation as well. On September 22nd at 12:21PM I spoke with Mr. [redacted] again and explained to him what [redacted] had found on his vehicle and why the valve adjustment was necessary. What I explained to Mr. [redacted] was that [redacted] diagnosed Mr. [redacted]’s 2008 Honda FIT by plugging his laptop computer into his vehicles computer through a special tool called an MVCI and extracted the trouble codes and current data list of his car. He found the vehicle had engine misfire codes of P0300, P0301, P0302, and P0303. He also noticed the Manifold Absolute Pressure Sensor (MAP) in his data list was not steady and was higher than normal. This sensor should be steady at 1.0. Mr. [redacted]’s MAP sensor was fluctuating between .9 and 1.7. This is an indication of valves getting tight causing this issue. So Mr. [redacted] needed to perform two procedures to repair this vehicle properly. The first repair would be to replace a bad ignition coil. [redacted] determined that cylinder #1 was misfiring due to a bad coil. He also examined the rest of the coils and did not like the way they looked and suggested replacing the other 3 ignition coils. This repair was covered under Mr. [redacted]’s extended warranty. His extended warranty is a Resource Warranty covering his vehicle up to 100,000 miles and expires on 1/27/2019. The second part of this repair was a valve adjustment. With the MAP reading fluctuating as high as 1.7 this will code and a check engine light will appear again. Our technician suggested doing the valve adjustment so the customer was not inconvenienced and had to bring his vehicle back to us and the main reason was to repair his vehicle correctly the first time. This procedure is not covered under his extended warranty and is considered a maintenance procedure. I have spoken with Mr. [redacted] directly and informed him about this and why it was necessary to perform the valve adjustment.I explained to Mr. [redacted] that it is not a simple procedure to adjust valves on his 2008 FIT.I have checked two labor time guides and they vary from 2.4 hours to 2.7 hours. Burns Honda prices their labor times through utilizing competitive labor guides. There may be other price quotes which can vary depending on the dealerships hourly labor rate that they use to charge.Burns Honda feels the repair was justifiable and the amount charge was appropriate. Thank You,[redacted]Director of Fixed OperationsBurns Honda c.c [redacted]

Business

Response:

November 17, 2014Revdex.com1262 Whitehorse-Hamilton Square Rd., Bldg A, Ste 202Trenton, NJ 08690 RE: Complaint # [redacted] To Whom It May Concern: In response to the most recent correspondence from Mr. [redacted] regarding the above referenced Revdex.com complaint, we have the following points to make. 1. We do not keep records of individual MAP readings for every vehicle. 2. The data source for the factory labor time guides we previously quoted are from Mitchel on Demand (2.4) and American Honda Motor Co. (1.8). We are free to charge a blend of those times. 3. The map reading was checked after the coil replacement. Also while the engine misfire codes may not suggest a valve adjustment is necessary, we never claimed they did. The valve adjustment was suggested in response to the wide variation in the MAP reading which could cause the Check Engine light to come on in the future. 4. Mr. [redacted] states that our technician’s service record doesn’t mean he couldn’t make a mistake but then goes on to state that he has over 40 years with an unblemished service record. So how is our technician’s 33 years with an outstanding service record, implausible? 5. Lastly, the work performed was agreed on by Mr. [redacted] before being done. We disagree with Mr. [redacted] that the repair was not justifiable and the questioning of our technician’s work ethic. We stand by our technician’s suggestion and the work he performed. Our Revdex.com record shows we are a reputable automobile service facility. No one is perfect, neither company nor customer. As an olive branch in this disagreement, we will extend a refund of 50% in the amount of $247.01 to Mr. [redacted]. Sincerely, [redacted]General Manager/Vice President CC[redacted]Director of Fixed Operations

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

In reply to Mr.[redacted] response, I am committed to note the following:1. The dealership states that the MAP sensor readings are not available. I would still like to review the printed MAPsensor readings before and after the valves were adjusted. I was charged for anexpensive service and have the right to be privy to the same information usedby the mechanic who deemed the work necessary. The MAP sensor variations were quotedto me 3 weeks after the service was done, once the mechanic had returned fromvacation. Why were the figures availablethen and not now if the dealership claims they do not keep MAP readings forevery vehicle? 2. Burns Honda billed me 2.8 hours for the valve adjustment work, which far exceeds theblended rates of 1.8 to 2.4 hours, quoted by Mr. [redacted]. What was the extenuating circumstance leadingto the excessive charge for the job that wasn’t even required? 3. Mr. [redacted] states that they never claimed that the valve adjustment job wasnecessary. However, they also never discussedthat the car would have run fine without the valve adjustment. Had I been properly informed, I would havenever consented to the work. The omission of truth is a lie. Mr. [redacted] had anopportunity to right this wrong after our first meeting, but chose not to. I feel deceived and cheated by thedealership. 4. The reference to my unblemished service record pertains to these components towhich I take pride: work ethic, dedication to my job, service to mycustomers. Everyone, including myself,makes mistakes. In the professionalsetting in which most Americans work, mistakes without accountability are unacceptable. Accountability determines whether or notcustomers can put their faith in the service provider. Based on how this situation has been handledto date, I cannot vouch for the reliability of this Honda dealership. 5. Burns Honda dealership may pat their master technician on his back for his loyalty tothe Company for bringing in additional revenue. Informed customers recognize how the dealership really operates. This incident has exemplified how my trust inthe dealership has been abused by them. 6. The demand in my complaint has not beensatisfied and this matter will not be considered settled unless the followinghas been met: a) A full refund for the valve adjustment service.b) A written acknowledgment that this valve adjustment service was unnecessary. c) Computer verifications of MAP sensor readings before and after the valves were adjusted.For the reasons stated above, I reject theoffer presented by Burns Honda. Since our agreements appear to beun-reconcilable, it is best if this complaint is left on the Revdex.com file asunresolved. I will continue to follow upon this matter with the head office.

Regards,

Review: The airbag light was on in my car a few months ago. When I had it in for regular service with my regular mechanic (non-[redacted] related), he ran the code and told me that the issue was with my driver's seatbelt buckle. He could replace it (for a cost) or I could take it to [redacted]- the part is under lifetime warranty. When I brought it to Burns Honda, they did their own diagnostic survey and found no problem. They say that my mechanic 'cleared' the code and the light had not come back on. Because their diagnostic evaluation did not find anything wrong, they cannot replace any part. I have the documentation from my mechanic that shows the code they found, but [redacted] representatives stated that they cannot take that as proof- they have to have their own diagnosis or they cannot be reimbursed from [redacted] for the warranty work (they did say they tried to call [redacted] to see if they would approve an exception. They did not). I spoke with 3 different individuals and all stated the many reasons they could not help me. They did nothing to calm my fear and make me think this car is safe to drive. The customer service in this department is appalling. The [redacted] corporate policy is getting in the way of this dealership providing good customer service.Desired Settlement: I would like [redacted] to replace this part so I can feel safe in my car.

Business

Response:

Miss [redacted] and her family are highly valued customers of Burns Honda over the course of many years. We do recognize the concern that she has with the safety of her civic. Her safety is of the highest importance to us as well as to [redacted]. On 7/31/14 [redacted] brought her vehicle to us stating that the SRS (Supplemental Restraints Light) had come on. Another mechanic told [redacted] on November 26, 2013 it needed a seat belt buckle to be replaced. Eight (8) months have now passed and to our knowledge AND with our Factory Trained inspection of the vehicle we found that the SRS light was not on.

In addition we hooked up our [redacted] diagnostic equipment and checked the SRS system for any other data trouble codes (DTC’s), none were found. [redacted] designed this vehicle to test the components of the SRS system upon each start up. If the vehicle finds a component in that system is not functioning properly it will store a DTC and it will illuminate the SRS light on the dashboard. Therefore based on the testing we performed and the lack of any DTC or SRS light we were unable to find any component in the SRS system requiring a repair or part replacement. When [redacted] arrived to pick up we discussed that same information. She was adamant that we needed to replace the seat belt buckle.

As a representative of [redacted]; Burns Honda cannot make a warranty repair to a vehicle that does not exhibit a defect. This structure is put in place for the protection of all parties. Without having an exhibited concern we are unable to properly test and determine what part may require repair. Upon further discussion in the days to follow [redacted] supplied us with a receipt from her other mechanic. It was dated 11/26/13 as noted above. It stated that there was an air bag DTC (9-3) that required replacement of a seat belt buckle. In an attempt for customer satisfaction we forwarded this information to a representative of [redacted] for review. Upon their review they concluded and instructed us as is their policy that without the vehicle currently exhibiting a concern that no repair could be performed.

Similar to any customer getting a second opinion on our recommendations, Burns Honda does not rely on and is not required to rely on the opinion of another mechanic. We are instructed to produce or re-produce the similar symptom the vehicle previously exhibited or a new symptom if that be the case. During this discussion [redacted] made us aware that since 11/26/13 the SRS light had not stayed on.

The SRS light does “come on” when starting the car and cycles thru a series of “tests” it is trained to do. This means that since then each time the car was started it tested the SRS system and that system passed the test and is functioning as designed. We want to be clear that it is not that Burns Honda doesn’t want to assist [redacted] to the best of our abilities. However without the concern being exhibited, we are unable to move forward with any type of repair or parts replacement..</

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]I have reviewed the response made by the business in reference to complaint ID [redacted].

While I do recognize that Burns Honda must abide by the corporate policies set by [redacted], I feel an exception was warranted by Burns themselves, because of the nature of the issue I discovered (in the safety system). My owner's manual states that ignoring this light can cause serious injury or death. I am now trying to fix this situation.In addition, I was told 3 different stories about how this system works in my vehicle. First, the system tested itself every time it is started and after 3 'bad' readings, the light comes on. Then, it was every 1 time started a 'bad' reading triggers the light. Then, it constantly checks itself and at any time the light can come on. This does not instill confidence in me that this vehicle is safe. As for the length of time between my mechanic's reading and my appointment with [redacted]: I have been in the service department before and it ALWAYS took a very long time for them to complete the work I requested. I currently work full time and do not have hours to spend waiting for work to be completed. I am now selling the car, and cannot in good conscience do so with a known problem. I do not feel that I am a valued customer. I also do not feel that they have my safety as their #1 concern. My family and I will no longer be using this dealership for any of our vehicle's needs. I will also communicate about the abysmal customer service provided by this department.Regards, [redacted]