Calderoni Productos Industriales S.A. de C.V.

On Tuesday, November 29th the wife of *** returned the radiator to Bernardi HondaThe radiator has visible damage on it from improper installationThe damage does not appear to be from a manufacture defectHonda Certified technicians at Bernardi believe that not enough parts were removed from the vehicle during installation and the radiator was forced into placeThere are marks (scratches) in the paint showing how it was forced into place on the vehicle Regardless, that there is visible damage we have requested *** *** to accept itA warranty claim with *** *** has been submitted on behalf of ***The radiator is currently in the possession of Bernardi dealership. *** *** after receiving our warranty claim may request the radiator backPhotos of the damage are available for view neededThe warranty claim process may take days (approxDecember 30th, 2016)If Honda pays the warranty claim a check (instead of replacement radiator) will be issued to ***

***, We will contact our accounting team and see where we are in the processThank you for your patience. *** ***General ManagerAudi Natick

We have attempted to reach Mr. [redacted] both by phone and email yesterday. I would suggest that he contact our service director, [redacted], at [redacted] so that we have an opportunity to resolve this matter to his satisfaction.

Sir,
 The maintenance schedule you reference is for the essential  minimum and does not reflect any observations made on your vehicle. If we observe torn wipers, uneven tire wear or wear that may be indicative of an alignment issue - we do recommend said services.
Yes, in a perfect world under ideal conditions you may not need to do those items at that interval. However - with New England roads, potholes, frost heaves, etc. - we typically see vehicle needing alignment much sooner. Our roads are harsher conditions than normal. Wipers are typically replaced at that interval as well due to normal wear from ice/snow conditions around here. Wipers that travel over icy and snowy windshields do wear at an accelerated pace compared to ones that see less abrasive usage clearing just rain. If you did not want to do the work - we would have been ok with you declining the recommended repairs. but after we have done the work and paid our staff to do it and paid for the parts - I can't.
I will be happy to offer you a $50 Service credit as a goodwill gesture but I would respectfully request that - in the future - you consider carefully any recommended work before authorizing it. That being said - to invest $200 in preventive maintenance in a $45,000 car to ensure better tire wear, drivability and performance is hardly a bad idea. [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
 
Regards,
[redacted]

On November 13, 2016 [redacted] purchased a radiator online at BernardiParts.com.  A brand new radiator from [redacted] was shipped out on November 14, 2016 and delivered the next day.  On November 19, 2016 the customer contacted us via an online Return Merchandise Authorization tool...

stating that he had receive a damaged radiator that was found to be leaky after he installed the product on his vehicle.    That Monday morning November 21, 2016 [redacted] was contacted asking for more information about the product so that we could try to remedy his situation as quickly as possible.  Later on that day the customer responded to our email saying he had removed the part from his vehicle and that he would like to return the product for a refund.    Our return policy posted online http://www.bernardiparts.com/ReturnForm.aspx does not allow for returns on installed items.  In cases where a customer feels there may have been some manufacturing defect to an installed item, we are able to use Honda’s part warranty to request a refund from the manufacturer and to provide that credit to the customer.  On November 22, 2016 this process was explained to [redacted] in detail by email.    For parts that are installed on the vehicle currently, a warranty inspection can be done at any Honda dealership in the USA.  However it is more difficult to file a claim for a part that is not currently installed on a vehicle, as there is a return process.  Because the customer did not have the part installed at a Honda dealership and is not a Honda Certified Technician, the part may be called on by [redacted] for inspection to see that the part is indeed a manufacturers defect and not an installation error.  It is for that reason that credits can be provided within 30 days of this part being returned to [redacted]. In some cases, the refund can happen much more quickly.  Should [redacted] find no claim that there is a manufacturer’s defect; the refund would unfortunately be declined.  However if the part is found to have been defective, refund would immediately been granted to the customer.    On November 22, 2016 [redacted] responded by email stating that he would not be returning the part to us.  He also stated, “Tomorrow I am going to buy a generic radiator from any local auto parts store, I am not going to drop off any parts.  I am going to file a complaint with the Attorney general office. I am going to file a complaint with The Revdex.com. I am going to address this issue with Massachusetts consumer protection division.”   We are happy to assist the customer in checking to see if this part can be covered under manufacturer’s warranty.  Damage from improper installation is not covered. If [redacted] goes to Bernardi Honda in Natick (Town next to where he lives) ask for [redacted] for assistance. Tell us why here...

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
- The service sales person took advantage of the fact that my wife, who was there to drop off the car with our 2 children, was in a hurry, and assured her about signing the paperwork as it was standard for the 25K mile service and also based on my phone conversation with [redacted] when I set up the appointment.- The attached document on [redacted]'s own site shows the maintenance schedule for 2013 [redacted]s, such as our car. Re: wipers, the recommendation is to check condition and replace IF NECESSARY. If the mechanic had determined it necessary, they should have called me to authorize that repair/expense (though the wipers were in perfectly fine working condition so the determination would have been unwarranted).- There is no mention in the attached of tire alignment as recommended service for 25K miles.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
I would like you to reopen case [redacted] , because I have reach out to them in good faith for them to pay half the repair which total 800.00 . They sent a message 3 weeks ago stating they will be willing to pay 400.00 toward repair , reach out twice to them with no response  Regards,
[redacted]

[redacted] (person that pur[redacted]d vehicle) and her husband [redacted] came into the dealership on August 9th, 2016 at 11:40AM looking to pur[redacted] a new Preowned vehicle. All of the Preowned vehicles at Bernardi Honda are “one price”. Meaning the price on the vehicle is the price you pay. Bernardi...

Honda uses “market based” pricing. This pricing method gives the customer peace of mind knowing that the price they pay is what currently other customers in the market pay. One Price is not some over inflated price in which we hope the customer will pay. One Price eliminates the going back and forth negotiating. This back and forth is something all customers hate. [redacted] wanted to trade in her 2006 [redacted] with 119,844 miles. The vehicle had been involved in a front end crash to the right front. There is damage to the rear of the vehicle too. The interior of the vehicle was very ruff with a shredded driver’s seat (photos attached). She was first interested in a 2008 Honda [redacted] that priced at $13,994. [redacted] did not want to put any money down except her trade. The trade allowance was $500 due to the condition. Her trade was so damaged Bernardi sold it at auction. She wanted to finance taxes, doc fee, and registration fees. The terms she agreed to was 60 months at $363.66 (signed agreement sheet attached). Unfortunately we were not able to secure financing for her on this vehicle. She was declined at [redacted], and [redacted]. The main reasons for turn down were loan to value and poor credit. Notices of turn down were mailed to her by the banks and the reason behind the turn down. At 12:43PM [redacted] then was interest in a newer Preowned vehicle. Since she was only putting her trade as down payment. This vehicle had a better loan to value and was a Certified Preowned vehicle. This was a 2013 Honda [redacted] with 26,125 miles. The 2013 Honda [redacted] was a Honda Preowned Certified vehicle. The price of this vehicle was $18,482. Which was only $4,488 more and 5 years newer. [redacted] agreed to a price of $448.04 per month for 72 months (signed agreement sheet attached). This vehicle was approved at the bank. When [redacted] was in the business office doing paperwork she added GAP insurance. GAP insurance covers any negative equity in the case that the vehicle gets into an accident and is deemed a total. She also added a vehicle service agreement (VSC). The VSC covers the costs of non-maintenance items associated with vehicle repair, including parts, labor, and/or sales tax, for certain repairs or replacements that may be required after the manufacturer’s warranty expires. Adding these items brought her payment to $484.09. [redacted] then approved and signed all of the necessary paperwork. She notified her insurance agency and secured insurance on the 2013 Honda [redacted]. Bernardi then was able to register the vehicle with Massachusetts DOT and deliver the vehicle.
[redacted] came back approximately a week later and wanted to cancel the deal. The vehicle had already been registered, title assigned and her bank contract had been funded
Bernardi does not believe that it has committed any deceptive act here, or that we did anything that [redacted] didn’t request. Bernardi maintains that at all times material hereto, it provided [redacted] with current, accurate information, and acted in good faith. Nevertheless, in an effort to maintain good customer relations, Bernardi would attempt to trade her out of the vehicle to a lower priced vehicle. However, with [redacted] poor credit she may need to put money down.There was additional photos of the trade we were able to unload.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
First of all I have to thank BernardiAuto Group for cutting
and pasting from my emails without showing the context of the entire emails.Did I state in my last email to [redacted] that I am not going to
drop off the part? The answer is YesDid I state that I am  going  to buy a generic part ? the answer is YesDid I state that I am going to file a complaint with The Revdex.com
and The AG’s Office ? the answer is yes BUT did they ask  why this customer is so frustrated
and reached that point of aggravation? The answer is NO because basically they do not careDid they think about  if this customer needs his car to
commute to work ? the answer is NO because basically they  do not care.And here is what happened in chronological order without ignoring
or omitting any part of the correspondence.1-     I
placed the order online and paid for using [redacted].2-     I
received the shipment ( one small box for the Transmission fluid)  and one large box for the radiator and  4 metal hose clamps ) which was very bizarre  because the radiator  was not sent  in  the
original box and instead of sending the radiator in Styrofoam it was sent in
wrapping paper which was not adequate to protect the radiator from any impact
during shipping specially that they  shipped the other metal parts in the same
box ( I do not know why, may be to save money on shipping fee despite of it was
me who paid for shipping?!!! ) and I believe that was the cause of the pent
fins which you said it is normal to get a new radiator with pent fins and I am
telling you NO it isn’t because I bought one radiator before from Amazon.com   and it
arrived in its original box wrapped by Styrofoam and it was in perfect condition
 without any pent fins.     by the way they stated that the part was shipped directly from [redacted] , if so how come I received the radiator along with other metal parts (the clamps) in the same box !!!!!!??3-     I
removed  the old radiator and placed the
new radiator in , connected the hoses and started to fill it with coolant and
right a way the coolant start to leak from the lower left corner so I took a
picture and started to email [redacted]  explaining what happened.4-     [redacted]
apologized for sending me a damaged radiator and he stated that  it has a broken channel that is why it leaked and
offered me either a replacement or  a
refund and because I did want to go through  this one more time I emailed him back asking
for  a refund.5-     24
hours passed after I sent him that email without hearing from [redacted]  so I emailed him again asking him if he wants
me to drop off the part at the warehouse for inspection and to get my money
back  (so it was me who asked [redacted]  if
he wants me to drop off the faulty part again it was me )6-     [redacted]
emailed me back saying yes I have to drop off the part for inspection and
filing a warranty claim with [redacted] and this might take 30 days and
after the 30 Days I may or may NOT get my money back which aggravated me so I  emailed him back asking if it is fair to wait
30 days to fix my car which I need to commute to work on a daily basis?
7-     That
is why I told him in the last email that I am not going to drop off that part because
I believe that I should get refund immediately from Bernardi not from Honda
America after 30 days also I told him that I am going to file complaint with
The Revdex.com and The AG’s Office for the following reasons,       ·      
first they  did not want to hold  accountable for sending me a faulty part and instead they  started to blame the shipping company and
when I told [redacted] that the box was not damaged when I received it he started to
blame me for wrong installation which by the way is not acceptable at all (in
other words they  wanted to tell me that they are the good guys who do not make any mistakes and the bad guy is either the
shipping company , the customer or [redacted] )
·      
So they  started to look for another  entity to blame and this time it was [redacted] assuming that they sent them  a faulty part and even  if they did it is the responsibility of Bernardi and I should
not be in the middle at all.
·      
The part they  sent did not function at all to
file a warranty claim. for example if I installed the part and worked for a day
or two and started to leak after then I agree with them to file a warranty claim
but the part they  sent did not function at all.
·      
 assuming that the part was sent directly from [redacted] (which I doubt it) , they forgot  that I bought this part from Bernardiparts.com not from [redacted] and it is the responsibility of Bernardi not [redacted] and if they do not want to carry any responsibility  then they should turn their  website into a marketing website for [redacted] and get the commission for each customer they refer.  
Regards,
[redacted]

Our records show that the campaign does apply to the customer's vehicle. The repairs needs to be made. We are noting in his records that he doesn't want the campaign to be completed. We will no longer comtact this costomer on any recalls or campaigns per his instructions. Thank you.

We have forwared the check to [redacted]. Please let me know if you or the client needs anything further.  [redacted]Operations DirectorBernardi Auto Group[redacted]
[redacted]

attached is the refund of the Credit card that was refunded on June 9th and we mailed on Thursday June 11th. we cannot control the mail and how long the credit card company takes to issue the refund on their end .thank you once again The customer can always call at [redacted] too ?

Revdex.com:
I will agree to this conditions only if [redacted] will perform this work early morning this Saturday 06/11/2016.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business...

and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
  Yes, I have my paperwork and the paint, however, I have not received my$35 refund as of today.  Thanks very much for helping me with this.
Regards,
[redacted]

the customer did speak to our internet department and mentioned a sunroof for the car but the car that was shown and the payments that were quoted and agreed to were on a car that did not have a sunroof. the car is now registered and I do believe that [redacted] did agree to A free car detail and a...

credit for the service department as well as accessory option.I will follow up on the sales end to check with my team . I heard from [redacted] last night that the issue was resolved. I will research this morning.[redacted] GM

[redacted],   We would certainly welcome the opportunity to speak with you about the repair and find an amicable solution. I can be reached at [redacted] and look forward to speaking with you to resolve. Thank you for reaching out. [redacted]General ManagerAudi Natick

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I do not believe that this recall applies to my particular VIN # as I have verified. Unless notified by [redacted] otherwise, I will not have it done.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
Those concessions were made as remedy to grave mistakes made by Bernardi and they were preventable.  The matter at hand is that Bernardi of Natick fixed a rust spot on the 2008 [redacted] and 5 months later it has rusted through again.Is that not cheap work that costs me and keeps money in your pockets? Take the vehicle back please?
Regards,
[redacted]