Capitol City Honda

I have met with Mr [redacted] and found that he had been charged for a security system that he did not receiveWe have refunded his money and made him very happyWe want all of customers to have the best buying experience ever [redacted] is very happy and will be purchasing his next vehicle from us and plans on doing all of his service work here at Capitol City HondaPlease feel free to contact me if you have any other further questions or concernsThank You,Ed W***253-680-[redacted] @capitolcityhonda.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

November 9, RE: [redacted] Case#: [redacted] Dear [redacted] : In response to [redacted] ’s complaint: I have reached out to [redacted] I understand they may have made a purchase that they are not happy withThat being said, CCH doesn’t have a return policyIn the contract it states that there is no cooling off periodI have spoken with the sales person and the finance person, and the option of returning the vehicle was never discussedAt any time [redacted] and her husband could have left without purchasingCustomers do it every dayI have offered for them, that they could trade it in on another vehicleShe just wanted to return the vehicleAgain CCH doesn’t have a return policyHere at CCH we want all of our customers to be happy and have the best buying experience everI apologize that they are not happy with their purchaseWe look forward to helping them in the future if they chose to do soPlease feel free to contact me with any questions or concerns Thank You Ed W [redacted] General Sales Manager [redacted] @capitolcityhonda.com Office: 360-754-Ext[redacted] Cell: [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please see attached documents.Sincerely, [redacted]

I, Troy H [redacted] would like to respond to the complaint which has been filed with the Revdex.com ID# [redacted] On 8/30/ [redacted] came to Capitol City Honda for an oil change, multipoint inspection, and a concern about his brakesAt this service (Repair Order # [redacted] ) the technician recommended three repairs The power steering rack was leaking causing the fluid level to run low starving the power steering pump which was whining and had internal damage causing low pressure outputHe was quoted $ for replacement of the power steering rack, power steering pump, and an alignment which is required after replacement of the steering rackThe part price for the steering rack $643.51, power steering pump $ power steering fluid $13.26, Labor to install the steering rack and pump $839.90, and the alignment $with tax this repair was quoted $ The technician recommended replacement of a right axle seal which was leaking transmission fluid $The axle seal part $13.73, and the Labor to install $With tax this repair quoted $ The technician recommended replacement of the rear brake pads with a rotor resurface due to pads worn to the wear indicators at 0% pad life remaining and making noise This repair was quoted at $+ tax Parts were available for recommendation and Dex the service advisor who was working with [redacted] Spoke with [redacted] and gave him all three recommendations and explained that parts would need to be ordered to complete the replacement of the power steering rack and power steering pump [redacted] authorized the replacement of the right axle seal and the replacement of the brakes with the rotor resurface to be completed that same dayHe then authorized the replacement of the power steering rack, power steering pump, and alignment to be completed on 9/2/Dex created the second repair order to order the parts for the steering repair at 10:on that same day 8/30/16, Repair Order # He scheduled [redacted] to return for the steering repair Friday 9/2/ [redacted] picked up his vehicle 8/30/and paid for the original repair order # [redacted] for the oil change, replacement of the right axle seal and replacement of the rear brake pads with the rotors resurfaced $ [redacted] returned for the power steering rack, power steering pump, and alignment on 9/2/This repair was scheduled to take all day as replacement of the power steering rack requires dropping of the exhaust, sub frame of the vehicle, and removal of the steering componentsSome of the exhaust bolts were highly rusted and corroded causing further difficulty in removalDex contacted [redacted] and was told that this set back would cause an inconvenience because he had golf tournament which he was scheduled to attendDex offered a rental vehicle which the dealership would pay for ensure that [redacted] could make it to his tournament while the repair to his vehicle was completed [redacted] expressed appreciation for this and returned to the dealership [redacted] transferred his golf gear and belongings from his vehicle, which was on a rack in the shop torn down for the major repair which was being completed, into the rental vehicle [redacted] told Dex that he did not know when he would be returning from the golf tournament and was thankful for the alternate transportation The repair was completed on Saturday 9/3/Dex called and left a message on [redacted] ’s phone letting him know the repair had been completed [redacted] returned to pick up his vehicle 9/6/and returned the rental vehicle which he was supplied for days at no chargeAt this time Dex checked in the rental vehicle and went over the repair and invoice with [redacted] at the cashiers desk [redacted] signed the invoice and Visa credit card slip for the total charges of $At this time he again thanked Dex for the use of the vehicle which allowed him to attend his golf tournament [redacted] did not voice any discrepancy with the charges at this timeI have attached to invoice he signed when he acknowledged the charges We send After Service Follow Up emails regarding our customers service experienceThis follow up was sent to [redacted] regarding his initial repairs on 8/30/ [redacted] responded to this email follow up 9/6/at 8:PMI have attached this and the emails which followed between [redacted] and MyselfI was not able to reach [redacted] because his voice mail is not set up In this response he stated “First - I authorized a tune up and rear brakes; $– OK – then I authorized a fix for a leak in the power steering pump - $2200!!! $for tune up, rear brakes and to fix a leak in the power steering pump?!?!? This outrageousWe purchased both our Honda’s at your dealershipVery doubtful we would do this againDoubtful we would do any business at Capitol City Honda again.” He claims to have authorized these repairs at slightly higher prices than he was quotedThe first repair order repairs totaling $and the second repair order repairs $ This statement led me to believe he was unhappy about the expense of the repairs, however this was never voiced during the transactions which took placeI spoke with Dex who was clear about the cost and scope of the work which was completed on the vehicleAs well I feel that with his visits to the dealership he was made well aware of the costs and scope of the work through multiple conversations and visually seeing for his vehicle during the course of the work After receiving the notification of his contacting the Revdex.com, over a month after his visit, stating that he was quoted $+ laborAt Capitol City Honda our service advisors quote the whole repair and I have not in the 8+ years I have been here ever had a customer request a completion of a repair and drop a car off for that repair without a clear understanding of the costNor have we ever had customer complaint to the Revdex.com regarding being charged for something they had not agreed to [redacted] was quoted the cost of the repair which I see was exceeded by $He was also supplied with a rental vehicle for days at a cost of $per day which the service department absorbed I attempted to call [redacted] whose Voice Mail was not set up at [redacted] I then sent him an email responding to this complaint in an attempt to understand how his issue had changedI also in this email dated 10/21/asked [redacted] to please contact me with any other information or questions regarding this issue [redacted] responded to this email 10/25/Please see attached below I then emailed [redacted] on 10/26/asking for a meeting with him, Dex, and myselfAs of yet I have not received a response Thank you, Troy H [redacted] Service Manager Capitol City Honda 360-489- ***@capitolcityhonda.com

We have met with the customerThey are very happy and plan on us doing business with now and in the futureWe want all of our customers to have the best buying experience everPlease feel free to contact me if there is anymore questions or concerns ThanksEd W***GSM253-680-

Complaint: ***I am rejecting this response because:
I have an upcoming surgery we are dealing with and would like to accept Troy's invitation to meet with himBut we do not want this claim closed
My surgery takes priority right now. I hope you can understand
Thank you,
*** *** & *** ***Sincerely,*** ***

Thank you for your assistance on the below mention complaintCapitol City Honda has contacted me and we have come to a mutual agreement that warrants the suspension of my complaint

I have met with Mr. [redacted] and found that he had been charged for a security system that he did not...

receive. We have refunded his money and made him very happy. We want all of customers to have the best buying experience ever. [redacted] is very happy and will be purchasing his next vehicle from us and plans on doing all of his service work here at Capitol City Honda. Please feel free to contact me if you have any other further questions or concerns. Thank You,Ed W[redacted]253-680-9263[redacted]@capitolcityhonda.com

November 9, 2016
 
RE:   [redacted]
 
Case#: [redacted]
 
Dear  [redacted]:
 
In response to [redacted]’s complaint:
I have reached out to [redacted]. I understand they may have made a purchase that they are not...

happy with. That being said, CCH doesn’t have a return policy. In the contract it states that there is no cooling off period. I have spoken with the sales person and the finance person, and the option of returning the vehicle was never discussed. At any time [redacted] and her husband could have left without purchasing. Customers do it every day. I have offered for them, that they could trade it in on another vehicle. She just wanted to return the vehicle. Again CCH doesn’t have a return policy. Here at CCH we want all of our customers to be happy and have the best buying experience ever. I apologize that they are not happy with their purchase. We look forward to helping them in the future if they chose to do so. Please feel free to contact me with any questions or concerns.
 
 
Thank You
Ed W[redacted]
General Sales Manager
[redacted]@capitolcityhonda.com
Office: 360-754-3399 Ext.[redacted]
Cell:  [redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
 Please see attached documents.Sincerely, [redacted]

We have met with the customer. They are very happy and plan on us doing business with now and in the future. We want all of our customers to have the best buying experience ever. Please feel free to contact me if there is anymore questions or concerns.  ThanksEd W[redacted]GSM253-680-9263

I, Troy H[redacted] would like to respond to the complaint which has been filed with the Revdex.com ID# [redacted].
On 8/30/16 [redacted] came to Capitol City Honda for an oil change, multipoint inspection, and a concern about his brakes. At this service (Repair Order # [redacted]) the technician recommended...

three repairs.
1         The power steering rack was leaking causing the fluid level to run low starving the power steering pump which was whining and had internal damage causing low pressure output. He was quoted $2181.73
for replacement of the power steering rack, power steering pump, and an alignment which is required after replacement of the steering rack. The part price for the steering rack $643.51, power steering pump $378.90
power steering fluid $13.26, Labor to install the steering rack and pump $839.90, and the alignment $89.95. with tax this repair was quoted $2181.73
2         The technician recommended replacement of a right axle seal which was leaking transmission fluid $270.54. The axle seal part $13.73, and the Labor to install $230. With tax this repair quoted $270.54
3         The technician recommended replacement of the rear brake pads with a rotor resurface due to pads worn to the wear indicators at 0% pad life remaining and making noise This repair was quoted at $264.88 + tax
 
Parts were available for recommendation 2 and 3.  Dex the service advisor who was working with [redacted] Spoke with [redacted] and gave him all three recommendations and explained that parts would need to be ordered to complete the replacement of the power steering rack and power steering pump. [redacted] authorized the replacement of the right axle seal and the replacement of the brakes with the rotor resurface to be completed that same day. He then authorized the replacement of the power steering rack, power steering pump, and alignment to be completed on 9/2/16. Dex created the second repair order to order the parts for the steering repair at 10:24 on that same day 8/30/16, Repair Order # 361583. He scheduled [redacted] to return for the steering repair Friday 9/2/16.
 
[redacted] picked up his vehicle 8/30/16 and paid for the original repair order #[redacted] for the oil change, replacement of the right axle seal and replacement of the rear brake pads with the rotors resurfaced $648.08
 
[redacted] returned for the power steering rack, power steering pump, and alignment on 9/2/16. This repair was scheduled to take all day as replacement of the power steering rack requires dropping of the exhaust, sub frame of the vehicle, and removal of the steering components. Some of the exhaust bolts were highly rusted and corroded causing further difficulty in removal. Dex contacted [redacted] and was told that this set back would cause an inconvenience because he had golf tournament which he was scheduled to attend. Dex offered a rental vehicle which the dealership would pay for ensure that [redacted] could make it to his tournament while the repair to his vehicle was completed. [redacted] expressed appreciation for this and returned to the dealership. [redacted] transferred his golf gear and belongings from his vehicle, which was on a rack in the shop torn down for the major repair which was being completed, into the rental vehicle. [redacted] told Dex that he did not know when he would be returning from the golf tournament and was thankful for the alternate transportation.
 
The repair was completed on Saturday 9/3/16. Dex called and left a message on [redacted]’s phone letting him know the repair had been completed.
 
[redacted] returned to pick up his vehicle 9/6/16 and returned the rental vehicle which he was supplied for 5 days at no charge. At this time Dex checked in the rental vehicle and went over the repair and invoice with [redacted] at the cashiers desk.
[redacted] signed the invoice and Visa credit card slip for the total charges of $2191.71. At this time he again thanked Dex for the use of the vehicle which allowed him to attend his golf tournament. [redacted] did not voice any discrepancy with the charges at this time. I have attached to invoice he signed when he acknowledged the charges.
 
We send After Service Follow Up emails regarding our customers service experience. This follow up was sent to [redacted] regarding his initial repairs on 8/30/16
[redacted] responded to this email follow up 9/6/16 at 8:40 PM. I have attached this and the emails which followed between [redacted] and Myself. I was not able to reach [redacted] because his voice mail is not set up.
 
In this response he stated  “First - I authorized a tune up and rear brakes; $800 – OK – then I authorized a fix for a leak in the power steering pump - $2200!!! $3000 for tune up, rear brakes and to fix a leak in the power steering pump?!?!? This outrageous. We purchased both our Honda’s at your dealership. Very doubtful we would do this again. Doubtful we would do any business at Capitol City Honda again.”
 
He claims to have authorized these repairs at slightly higher prices than he was quoted. The first repair order repairs totaling $648.08 and the second repair order repairs $2191.71.  This statement led me to believe he was unhappy about the expense of the repairs, however this was never voiced during the transactions which took place. I spoke with Dex who was clear about the cost and scope of the work which was completed on the vehicle. As well I feel that with his visits to the dealership he was made well aware of the costs and scope of the work through multiple conversations and visually seeing for his vehicle during the course of the work.
 
After receiving the notification of his contacting the Revdex.com, over a month after his visit, stating that he was quoted $200 + labor. At Capitol City Honda our service advisors quote the whole repair and I have not in the 8+ years I have been here ever had a customer request a completion of a repair and drop a car off for that repair without a clear understanding of the cost. Nor have we ever had customer complaint to the Revdex.com regarding being charged for something they had not agreed to.  [redacted] was quoted the cost of the repair which I see was exceeded by $10. He was also supplied with a rental vehicle for 5 days at a cost of $40 per day which the service department absorbed.  I attempted to call [redacted] whose Voice Mail was not set up at
[redacted]. I then sent him an email responding to this complaint in an attempt to understand how his issue had changed. I also in this email dated 10/21/16 asked [redacted] to please contact me with any other information or questions regarding this issue.
[redacted] responded to this email 10/25/16. Please see attached below.
 
I then emailed [redacted] on 10/26/16 asking for a meeting with him, Dex, and myself. As of yet I have not received a response.
 
Thank you,
 
Troy H[redacted]
Service Manager
Capitol City Honda
360-489-3250
[redacted]@capitolcityhonda.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]