I am rejecting this response because: I understand this now, but when we where sold the policy it is sold as this policy covers the difference between what you owe and what the insurance says the vehicle is worth, nothing is mentioned about the clauses that the gap company hides in the fine print, and theses things are not mentioned when selling you the productI feel mislead and I am out money that I do not haveThe dealership knows how they present a product and what the hidden verbiage is in these contracts, they should let those who put their trust in them know these things before selling them a productIf it is sold as total loss protection, then it should be total loss protection, if it is sold as loss protection with these clauses then that is how it should be sold and explained.This is my second vehicle from Roush and I feel like I am just another consumer, who cares if you come back we got you not once but twice, I feel like a sucker
Regards,
*** ***
Fidelity Pre-Paid Maintenance is a product that is available for purchase in both our Used Car and New Car Finance and Insurance office’s The Fidelity pre-paid maintenance package is not part of our certified program. It is simply a product available for purchase with any Honda
vehicle sold, New or Used, as it is an option sold. The product does entitle the consumer to redeem coupons for a total of five “A-1” services. In accordance with American Honda’s recommended maintenance, an A-service includes an oil and filter change (A), (1) tire rotation, and a multi-point inspection which covers inspections on the following items: tire pressures, tire tread depth levels, fluid levels and conditions, lighting operations, battery performance, and windshield wiper operation and condition. Mr*** did purchase the Fidelity Pre-Paid Maintenance package at the time of taking delivery of his Honda Civic on 08/18/On February 5, @ 10:53AM, Mr*** did schedule an appointment to bring his Honda Civic in for service on February 12, at 4:00PM. The appointment was initially scheduled for a “B” service for $168.00, which is the regular price of a “B” service. The “B” service does differ from an “A-1” servicePer American Honda’s recommended maintenance, in addition to the oil change, tire rotation and the multipoint inspection, the “B” service includes the following recommended inspections: a complete inspection of the front and rear braking system, which includes removal of the brake pads to check for wear, cleaning and lubricating components of the brake calipers to ensure extended life, a complete under body inspection of the drive-shafts, tie rod ends, steering gear box and boots, suspension components, brake hoses and lines, fuel lines and connections, and an exhaust inspection to ensure that none of the items mentioned are cracked, broken, torn, loose, or leakingUpon Mr***’s arrival into our Service Department on February 12, at approximately 3:45PM, Andrew E***, one of our Service Advisors, greeted Mr***. At that time MrE*** confirmed the service appointment for the “B” service for $168.00. During that time Mr*** informed MrE*** that he did not want the “B” service performed, but simply the oil change and tire rotation that he had paid for at the time of purchasing his Honda Civic. MrE*** may have been confused by the conversation, believing the customer may have thought that oil changes and tire rotation were free with the purchase of any Certified Honda vehicles at our location, thus informing the customer that the A-service is $76.00, which is the regular price for that service. Once Mr*** showed MrE*** the paperwork where he purchased the Fidelity pre-paid maintenance program, MrE*** consulted with another Service Advisor on how to handle the Fidelity claim and proceeded with writing up the customer for his “A-1” service On Tuesday, February 13, 2018, I learned of the incident that occurred the previous night as I was sent a notification of a Yelp review that Mr*** had posted describing what had happened. After researching the transaction, I left a message for Mr*** @ 3:43PM (02/13/2018), to offer my apologies and my wish to speak with him regarding the transaction to get a better general understanding of how the incident came aboutOn 2/13/@ 5:20PM, Mr*** did return my phone call and we did discuss the matter. I did explain the wiper situation as a general screw up as the Service Advisor who was helping him at that time (Bryan B***) was informed the wiper was missing by the service technician. Bryan did ask Mr*** if he was aware that is was missing (it was not) and that is when Mr*** informed him that it was there when he drove in. Not trying to escalate a bad situation, as the vehicle was one hour and minutes past the promise time, Bryan went to the Parts Department to acquire a passenger side wiper blade to be installed at no charge to the customer. After handing the wiper blade off to another technician, it was discovered that the existing wiper was not missing and the technician proceeded to replace the wiper as he was instructed by Bryan B*** At that point in time, we were simply trying to get the customer on his way and not take up anymore of his timeDuring our phone conversation, I did acknowledge to Mr*** that the handling of the free oil change and tire rotation was not handled properly by MrE***. MrE*** was not trained that way and any disciplinary action will be handled on our end. One of the duties of our Service Advisor is to notify customers what “recommended” maintenance is due for their vehicle. It is the Advisor’s duty to simply inform the customers what service is recommended, it is not their duty to force the customer to make a decision one way or the other. With that being said, I do believe MrE*** did inform the customer that “he was trained that way”, because the vehicle’s Maintenance Minder system was indicating a B service due, as noted on the customer’s paperworkAs for fulfilling Mr***’s desired settlement, I have no issues with providing Mr*** with a written explanation of why MrE*** was unaware of the terms and conditions of Mr***’s Fidelity Maintenance packageI simply believe that MrE*** was confused by the customer’s statement that it is part of our Certified program. Once, MrE*** was aware of the Fidelity purchase, he proceeded as requested by the customerRegards, Tim F** Roush Honda Parts and Service Director
We have made contact with Mr*** and explained that we would like to retrieve his vehicle from the Honda Store in Youngstown, OH.? On Thursday, February 23, we did retrieve the vehicle from Youngstown and brought it back to our facilities in Westerville, OH? at no charge the
customer.? At that time, we contacted Mr*** to inform him that we did retrieve his? vehicle and we would have one of our Honda trained technicians inspect the vehicleOn Monday, 2/27/17,? Mr*** was then informed? ? that we were going to waive the tear down fee and make inspections to determine what may have contributed to the overheating of the vehicle.? We also informed Mr*** the we would be removing the engine cylinder head and have it sent out for inspection.? At this point, we are currently waiting for the machine shop to finish their inspections on the engine cylinder head.? We have informed Mr*** we would update him by the end of the week , 3/3/17, and bring him up to speed on the cylinder head inspectionsAt this point we are uncertain the cause of the overheating issue on Mr***'s vehicle and have? kept him informed of our findings
? I? am not going to pick apart your responseAt the end of
our conversation I clearly asked for the labor cost of $to be refundedI feel that this is more than fair amount for
the time and money that I have spent dealing with the issues that resulted from
the repairs that you performed on my carThe readjustment of the valves and diagnosis
at *** cost me $Further expenses I accrued during this process
included letting the car sit for several months due to the miss adjusted valves
and then having it towed to *** for repairI appreciate Rousch’s offer to
clean the engine, but am unwilling to bring my car back for further servicing
because of the way this matter was handled.?
Good afternoon,In reference to this complaint, our position is as follows,? Our Service Manager Jason has been in contact with Mr*** about this situation.? He was in contact with him? after the vehicle was taken to another shop for diagnosis of possible engine issues months
after we performed a service on it.? The shop he took the vehicle to, *** Automotive Incperformed a leak down test and determined that the # cylinder had no compression.? On the customer's invoice,? the shop stated that they managed to achieve 15% leakage on the # cylinder by tapping on? a valve during the leak down test.? This would imply that carbon had built up on the valve? and a piece of carbon? was holding the valve open causing the compression issue.? *** stated that the valve lash on that particular valve? was not adjusted to spec and may have been adding to the compression? issue.Our Service Manager Jason spoke to *** and agreed that we may not have? adjusted that particular valve correctly.? The # cylinder valve was the only one mentioned as out of adjustment.? Jason then called Mr*** to apologize and offered to refund the amount of labor we would normally? charge for a valve adjustment, $150.00.? When Mr*** declined? that offer, Jason offered him 1/of the total *** bill, $200.52.? Again Mr*** declined this offer.? Jason asked Mr*** to think about a fair amount and then call back when he had an amount in mind.? Jason had not heard from Mr*** after that time until this Revdex.com complaint.? Today we offered to refund ? Mr*** the entire *** bill of $401.03, and he again declined the offer? telling Jason that it is not about the money.? Jason also offered to steam clean the engine compartment because of the power steering fluid leak,? and that was declined as well.? ? Jason asked Mr*** if he? had a fair amount in mind, and Mr*** stated that he wanted the entire $that we charged him for replacement of the timing chain and water pump refunded to him.? This amount is not acceptable to us for the following reason;? ? We performed a needed service to? his vehicle that he personally diagnosed and authorized us to do.? While it is possible that our technician may have not adjusted valve correctly, we were not afforded the opportunity to see the vehicle before the valves were "readjusted", so? we can only take the word of another shop.? We have been very generous to date? with our offers to Mr***.? ? We will entertain? any Reasonable offer Mr*** has, but we will not consider? refunding the? entire cost of the repairs done here, as? in our opinion is? an? excessive amount, and the repair we performed was needed and authorized.?
Mr*** did purchase his Honda Accord with 65,miles on 11/22/2017.? Mr***’s vehicle did come with a day 3,mile limited warranty.? The warranty on Mr***’s Accord has an expiration date of 2/20/or 68,miles, whichever should come first.? Mr
*** did bring his vehicle into our service department on 02/19/at 68,miles, still within his day, 3,mile limited warrantyAny malfunction resulting from external causes would exclude a part from being a covered component in the day, 3,mile limited warranty.With that being said, I have reached out to Mr*** on 3/1/to set up a time to sit down and personally discuss the issues of Mr***’s Concern.? Mr*** did accept, and we have scheduled a meeting for 03/09/2018.? Roush Honda is committed to working with the customer to resolve this issue.? Regards,Tim FoxRoush Honda Parts & Service Director
In response to this customer's rejection of our offer;We understand his frustration with this situation,? but are not willing to refund his requested amount of $614.80.We performed a needed,? diagnosed and authorized? repair to his vehicle.? We? are however? willing to meet in the middle of the amounts in question and offer him? a refund of $500.00.? This is the final offer we will make to Mr***.? We will honor this refund offer until 6:PM EST on 11/30/15, at which time the offer will be void and no other offer will be made, and we will consider this matter closed.? ? We believe this offer is fair and equitable to both sides.Thank you.? ?
The client feels that the GAP policy did not cover the entire difference between the amount that their totaled vehicle was valued to be worth and what the payoff on the loan was. We spoke with the GAP administrator in reference to the client's concern. The GAP administrator...
communicated to us that because there was a payment skipped, that payment ($508) plus interest was placed at the end of the loan. This amount unfortunately is not covered by the GAP administrator because the payment was skipped/ missed, therefore it would not be considered. After gaining this information from the GAP administrator, we attempted to communicate this information to the client. To our knowledge there are no GAP administrators that cover skipped/ missed payments when a vehicle is deemed a total loss.
In response to this customer's rejection of our offer;We understand his frustration with this situation, but are not willing to refund his requested amount of $614.80.We performed a needed, diagnosed and authorized repair to his vehicle. We are however willing to meet in the middle of the amounts in question and offer him a refund of $500.00. This is the final offer we will make to Mr. [redacted]. We will honor this refund offer until 6:00 PM EST on 11/30/15, at which time the offer will be void and no other offer will be made, and we will consider this matter closed. We believe this offer is fair and equitable to both sides.Thank you.
Mr. [redacted] did purchase his 2012 Honda Accord with 65,743 miles on 11/22/2017. Mr. [redacted]’s vehicle did come with a 90 day 3,000 mile limited warranty. The warranty on Mr. [redacted]’s 2012 Accord has an expiration date of 2/20/2018 or 68,743 miles, whichever should come first. Mr....
[redacted] did bring his vehicle into our service department on 02/19/2018 at 68,325 miles, still within his 90 day, 3,000 mile limited warranty. Any malfunction resulting from external causes would exclude a part from being a covered component in the 90 day, 3,000 mile limited warranty.With that being said, I have reached out to Mr. [redacted] on 3/1/2018 to set up a time to sit down and personally discuss the issues of Mr. [redacted]’s Concern. Mr. [redacted] did accept, and we have scheduled a meeting for 03/09/2018. Roush Honda is committed to working with the customer to resolve this issue. Regards,Tim FoxRoush Honda Parts & Service Director
Fidelity Pre-Paid Maintenance is a product that is available for purchase in both our Used Car and New Car Finance and Insurance office’s. The Fidelity pre-paid maintenance package is not part of our certified program. It is simply a product available for purchase with any Honda...
vehicle sold, New or Used, as it is an option sold. The product does entitle the consumer to redeem coupons for a total of five “A-1” services. In accordance with American Honda’s recommended maintenance, an A-1 service includes an oil and filter change (A), (1) tire rotation, and a multi-point inspection which covers inspections on the following items: tire pressures, tire tread depth levels, fluid levels and conditions, lighting operations, battery performance, and windshield wiper operation and condition. Mr. [redacted] did purchase the Fidelity Pre-Paid Maintenance package at the time of taking delivery of his 2014 Honda Civic on 08/18/2017. On February 5, 2018 @ 10:53AM, Mr. [redacted] did schedule an appointment to bring his 2014 Honda Civic in for service on February 12, 2018 at 4:00PM. The appointment was initially scheduled for a “B” service for $168.00, which is the regular price of a “B” service. The “B” service does differ from an “A-1” service. Per American Honda’s recommended maintenance, in addition to the oil change, tire rotation and the multipoint inspection, the “B” service includes the following recommended inspections: a complete inspection of the front and rear braking system, which includes removal of the brake pads to check for wear, cleaning and lubricating components of the brake calipers to ensure extended life, a complete under body inspection of the drive-shafts, tie rod ends, steering gear box and boots, suspension components, brake hoses and lines, fuel lines and connections, and an exhaust inspection to ensure that none of the items mentioned are cracked, broken, torn, loose, or leaking. Upon Mr. [redacted]’s arrival into our Service Department on February 12, 2018 at approximately 3:45PM, Andrew E[redacted], one of our Service Advisors, greeted Mr. [redacted]. At that time Mr. E[redacted] confirmed the service appointment for the “B” service for $168.00. During that time Mr. [redacted] informed Mr. E[redacted] that he did not want the “B” service performed, but simply the oil change and tire rotation that he had paid for at the time of purchasing his 2014 Honda Civic. Mr. E[redacted] may have been confused by the conversation, believing the customer may have thought that oil changes and tire rotation were free with the purchase of any Certified Honda vehicles at our location, thus informing the customer that the A-1 service is $76.00, which is the regular price for that service. Once Mr. [redacted] showed Mr. E[redacted] the paperwork where he purchased the Fidelity pre-paid maintenance program, Mr. E[redacted] consulted with another Service Advisor on how to handle the Fidelity claim and proceeded with writing up the customer for his “A-1” service. On Tuesday, February 13, 2018, I learned of the incident that occurred the previous night as I was sent a notification of a Yelp review that Mr. [redacted] had posted describing what had happened. After researching the transaction, I left a message for Mr. [redacted] @ 3:43PM (02/13/2018), to offer my apologies and my wish to speak with him regarding the transaction to get a better general understanding of how the incident came about. On 2/13/18 @ 5:20PM, Mr. [redacted] did return my phone call and we did discuss the matter. I did explain the wiper situation as a general screw up as the Service Advisor who was helping him at that time (Bryan B[redacted]) was informed the wiper was missing by the service technician. Bryan did ask Mr. [redacted] if he was aware that is was missing (it was not) and that is when Mr. [redacted] informed him that it was there when he drove in. Not trying to escalate a bad situation, as the vehicle was one hour and 15 minutes past the promise time, Bryan went to the Parts Department to acquire a passenger side wiper blade to be installed at no charge to the customer. After handing the wiper blade off to another technician, it was discovered that the existing wiper was not missing and the technician proceeded to replace the wiper as he was instructed by Bryan B[redacted] At that point in time, we were simply trying to get the customer on his way and not take up anymore of his time. During our phone conversation, I did acknowledge to Mr. [redacted] that the handling of the free oil change and tire rotation was not handled properly by Mr. E[redacted]. Mr. E[redacted] was not trained that way and any disciplinary action will be handled on our end. One of the duties of our Service Advisor is to notify customers what “recommended” maintenance is due for their vehicle. It is the Advisor’s duty to simply inform the customers what service is recommended, it is not their duty to force the customer to make a decision one way or the other. With that being said, I do believe Mr. E[redacted] did inform the customer that “he was trained that way”, because the vehicle’s Maintenance Minder system was indicating a B service due, as noted on the customer’s paperwork. As for fulfilling Mr. [redacted]’s desired settlement, I have no issues with providing Mr. [redacted] with a written explanation of why Mr. E[redacted] was unaware of the terms and conditions of Mr. [redacted]’s Fidelity Maintenance package. I simply believe that Mr. E[redacted] was confused by the customer’s statement that it is part of our Certified program. Once, Mr. E[redacted] was aware of the Fidelity purchase, he proceeded as requested by the customer. Regards, Tim F** Roush Honda Parts and Service Director
Good afternoon,In reference to this complaint, our position is as follows, Our Service Manager Jason has been in contact with Mr. [redacted] about this situation. He was in contact with him after the vehicle was taken to another shop for diagnosis of possible engine issues 4 months...
after we performed a service on it. The shop he took the vehicle to, [redacted] Automotive Inc. performed a leak down test and determined that the # 3 cylinder had no compression. On the customer's invoice, the shop stated that they managed to achieve 15% leakage on the # 3 cylinder by tapping on a valve during the leak down test. This would imply that carbon had built up on the valve and a piece of carbon was holding the valve open causing the compression issue. [redacted] stated that the valve lash on that particular valve was not adjusted to spec and may have been adding to the compression issue.Our Service Manager Jason spoke to [redacted] and agreed that we may not have adjusted that particular valve correctly. The # 3 cylinder valve was the only one mentioned as out of adjustment. Jason then called Mr. [redacted] to apologize and offered to refund the amount of labor we would normally charge for a valve adjustment, $150.00. When Mr.. [redacted] declined that offer, Jason offered him 1/2 of the total [redacted] bill, $200.52. Again Mr. [redacted] declined this offer. Jason asked Mr. [redacted] to think about a fair amount and then call back when he had an amount in mind. Jason had not heard from Mr. [redacted] after that time until this Revdex.com complaint. Today we offered to refund Mr.. [redacted] the entire [redacted] bill of $401.03, and he again declined the offer telling Jason that it is not about the money. Jason also offered to steam clean the engine compartment because of the power steering fluid leak, and that was declined as well. Jason asked Mr. [redacted] if he had a fair amount in mind, and Mr. [redacted] stated that he wanted the entire $971.60 that we charged him for replacement of the timing chain and water pump refunded to him. This amount is not acceptable to us for the following reason; We performed a needed service to his vehicle that he personally diagnosed and authorized us to do. While it is possible that our technician may have not adjusted 1 valve correctly, we were not afforded the opportunity to see the vehicle before the valves were "readjusted", so we can only take the word of another shop. We have been very generous to date with our offers to Mr. [redacted]. We will entertain any Reasonable offer Mr. [redacted] has, but we will not consider refunding the entire cost of the repairs done here, as in our opinion is an excessive amount, and the repair we performed was needed and authorized.
I am rejecting this response because: I understand this now, but when we where sold the policy it is sold as this policy covers the difference between what you owe and what the insurance says the vehicle is worth, nothing is mentioned about the clauses that the gap company hides in the fine print, and theses things are not mentioned when selling you the productI feel mislead and I am out money that I do not haveThe dealership knows how they present a product and what the hidden verbiage is in these contracts, they should let those who put their trust in them know these things before selling them a productIf it is sold as total loss protection, then it should be total loss protection, if it is sold as loss protection with these clauses then that is how it should be sold and explained.This is my second vehicle from Roush and I feel like I am just another consumer, who cares if you come back we got you not once but twice, I feel like a sucker
Regards,
*** ***
Fidelity Pre-Paid Maintenance is a product that is available for purchase in both our Used Car and New Car Finance and Insurance office’s The Fidelity pre-paid maintenance package is not part of our certified program. It is simply a product available for purchase with any Honda
vehicle sold, New or Used, as it is an option sold. The product does entitle the consumer to redeem coupons for a total of five “A-1” services. In accordance with American Honda’s recommended maintenance, an A-service includes an oil and filter change (A), (1) tire rotation, and a multi-point inspection which covers inspections on the following items: tire pressures, tire tread depth levels, fluid levels and conditions, lighting operations, battery performance, and windshield wiper operation and condition. Mr*** did purchase the Fidelity Pre-Paid Maintenance package at the time of taking delivery of his Honda Civic on 08/18/On February 5, @ 10:53AM, Mr*** did schedule an appointment to bring his Honda Civic in for service on February 12, at 4:00PM. The appointment was initially scheduled for a “B” service for $168.00, which is the regular price of a “B” service. The “B” service does differ from an “A-1” servicePer American Honda’s recommended maintenance, in addition to the oil change, tire rotation and the multipoint inspection, the “B” service includes the following recommended inspections: a complete inspection of the front and rear braking system, which includes removal of the brake pads to check for wear, cleaning and lubricating components of the brake calipers to ensure extended life, a complete under body inspection of the drive-shafts, tie rod ends, steering gear box and boots, suspension components, brake hoses and lines, fuel lines and connections, and an exhaust inspection to ensure that none of the items mentioned are cracked, broken, torn, loose, or leakingUpon Mr***’s arrival into our Service Department on February 12, at approximately 3:45PM, Andrew E***, one of our Service Advisors, greeted Mr***. At that time MrE*** confirmed the service appointment for the “B” service for $168.00. During that time Mr*** informed MrE*** that he did not want the “B” service performed, but simply the oil change and tire rotation that he had paid for at the time of purchasing his Honda Civic. MrE*** may have been confused by the conversation, believing the customer may have thought that oil changes and tire rotation were free with the purchase of any Certified Honda vehicles at our location, thus informing the customer that the A-service is $76.00, which is the regular price for that service. Once Mr*** showed MrE*** the paperwork where he purchased the Fidelity pre-paid maintenance program, MrE*** consulted with another Service Advisor on how to handle the Fidelity claim and proceeded with writing up the customer for his “A-1” service On Tuesday, February 13, 2018, I learned of the incident that occurred the previous night as I was sent a notification of a Yelp review that Mr*** had posted describing what had happened. After researching the transaction, I left a message for Mr*** @ 3:43PM (02/13/2018), to offer my apologies and my wish to speak with him regarding the transaction to get a better general understanding of how the incident came aboutOn 2/13/@ 5:20PM, Mr*** did return my phone call and we did discuss the matter. I did explain the wiper situation as a general screw up as the Service Advisor who was helping him at that time (Bryan B***) was informed the wiper was missing by the service technician. Bryan did ask Mr*** if he was aware that is was missing (it was not) and that is when Mr*** informed him that it was there when he drove in. Not trying to escalate a bad situation, as the vehicle was one hour and minutes past the promise time, Bryan went to the Parts Department to acquire a passenger side wiper blade to be installed at no charge to the customer. After handing the wiper blade off to another technician, it was discovered that the existing wiper was not missing and the technician proceeded to replace the wiper as he was instructed by Bryan B*** At that point in time, we were simply trying to get the customer on his way and not take up anymore of his timeDuring our phone conversation, I did acknowledge to Mr*** that the handling of the free oil change and tire rotation was not handled properly by MrE***. MrE*** was not trained that way and any disciplinary action will be handled on our end. One of the duties of our Service Advisor is to notify customers what “recommended” maintenance is due for their vehicle. It is the Advisor’s duty to simply inform the customers what service is recommended, it is not their duty to force the customer to make a decision one way or the other. With that being said, I do believe MrE*** did inform the customer that “he was trained that way”, because the vehicle’s Maintenance Minder system was indicating a B service due, as noted on the customer’s paperworkAs for fulfilling Mr***’s desired settlement, I have no issues with providing Mr*** with a written explanation of why MrE*** was unaware of the terms and conditions of Mr***’s Fidelity Maintenance packageI simply believe that MrE*** was confused by the customer’s statement that it is part of our Certified program. Once, MrE*** was aware of the Fidelity purchase, he proceeded as requested by the customerRegards, Tim F** Roush Honda Parts and Service Director
We have made contact with Mr*** and explained that we would like to retrieve his vehicle from the Honda Store in Youngstown, OH.? On Thursday, February 23, we did retrieve the vehicle from Youngstown and brought it back to our facilities in Westerville, OH? at no charge the
customer.? At that time, we contacted Mr*** to inform him that we did retrieve his? vehicle and we would have one of our Honda trained technicians inspect the vehicleOn Monday, 2/27/17,? Mr*** was then informed? ? that we were going to waive the tear down fee and make inspections to determine what may have contributed to the overheating of the vehicle.? We also informed Mr*** the we would be removing the engine cylinder head and have it sent out for inspection.? At this point, we are currently waiting for the machine shop to finish their inspections on the engine cylinder head.? We have informed Mr*** we would update him by the end of the week , 3/3/17, and bring him up to speed on the cylinder head inspectionsAt this point we are uncertain the cause of the overheating issue on Mr***'s vehicle and have? kept him informed of our findings
? I? am not going to pick apart your responseAt the end of
our conversation I clearly asked for the labor cost of $to be refundedI feel that this is more than fair amount for
the time and money that I have spent dealing with the issues that resulted from
the repairs that you performed on my carThe readjustment of the valves and diagnosis
at *** cost me $Further expenses I accrued during this process
included letting the car sit for several months due to the miss adjusted valves
and then having it towed to *** for repairI appreciate Rousch’s offer to
clean the engine, but am unwilling to bring my car back for further servicing
because of the way this matter was handled.?
Good afternoon,In reference to this complaint, our position is as follows,? Our Service Manager Jason has been in contact with Mr*** about this situation.? He was in contact with him? after the vehicle was taken to another shop for diagnosis of possible engine issues months
after we performed a service on it.? The shop he took the vehicle to, *** Automotive Incperformed a leak down test and determined that the # cylinder had no compression.? On the customer's invoice,? the shop stated that they managed to achieve 15% leakage on the # cylinder by tapping on? a valve during the leak down test.? This would imply that carbon had built up on the valve? and a piece of carbon? was holding the valve open causing the compression issue.? *** stated that the valve lash on that particular valve? was not adjusted to spec and may have been adding to the compression? issue.Our Service Manager Jason spoke to *** and agreed that we may not have? adjusted that particular valve correctly.? The # cylinder valve was the only one mentioned as out of adjustment.? Jason then called Mr*** to apologize and offered to refund the amount of labor we would normally? charge for a valve adjustment, $150.00.? When Mr*** declined? that offer, Jason offered him 1/of the total *** bill, $200.52.? Again Mr*** declined this offer.? Jason asked Mr*** to think about a fair amount and then call back when he had an amount in mind.? Jason had not heard from Mr*** after that time until this Revdex.com complaint.? Today we offered to refund ? Mr*** the entire *** bill of $401.03, and he again declined the offer? telling Jason that it is not about the money.? Jason also offered to steam clean the engine compartment because of the power steering fluid leak,? and that was declined as well.? ? Jason asked Mr*** if he? had a fair amount in mind, and Mr*** stated that he wanted the entire $that we charged him for replacement of the timing chain and water pump refunded to him.? This amount is not acceptable to us for the following reason;? ? We performed a needed service to? his vehicle that he personally diagnosed and authorized us to do.? While it is possible that our technician may have not adjusted valve correctly, we were not afforded the opportunity to see the vehicle before the valves were "readjusted", so? we can only take the word of another shop.? We have been very generous to date? with our offers to Mr***.? ? We will entertain? any Reasonable offer Mr*** has, but we will not consider? refunding the? entire cost of the repairs done here, as? in our opinion is? an? excessive amount, and the repair we performed was needed and authorized.?
Mr*** did purchase his Honda Accord with 65,miles on 11/22/2017.? Mr***’s vehicle did come with a day 3,mile limited warranty.? The warranty on Mr***’s Accord has an expiration date of 2/20/or 68,miles, whichever should come first.? Mr
*** did bring his vehicle into our service department on 02/19/at 68,miles, still within his day, 3,mile limited warrantyAny malfunction resulting from external causes would exclude a part from being a covered component in the day, 3,mile limited warranty.With that being said, I have reached out to Mr*** on 3/1/to set up a time to sit down and personally discuss the issues of Mr***’s Concern.? Mr*** did accept, and we have scheduled a meeting for 03/09/2018.? Roush Honda is committed to working with the customer to resolve this issue.? Regards,Tim FoxRoush Honda Parts & Service Director
In response to this customer's rejection of our offer;We understand his frustration with this situation,? but are not willing to refund his requested amount of $614.80.We performed a needed,? diagnosed and authorized? repair to his vehicle.? We? are however? willing to meet in the middle of the amounts in question and offer him? a refund of $500.00.? This is the final offer we will make to Mr***.? We will honor this refund offer until 6:PM EST on 11/30/15, at which time the offer will be void and no other offer will be made, and we will consider this matter closed.? ? We believe this offer is fair and equitable to both sides.Thank you.? ?
The client feels that the GAP policy did not cover the entire difference between the amount that their totaled vehicle was valued to be worth and what the payoff on the loan was. We spoke with the GAP administrator in reference to the client's concern. The GAP administrator...
communicated to us that because there was a payment skipped, that payment ($508) plus interest was placed at the end of the loan. This amount unfortunately is not covered by the GAP administrator because the payment was skipped/ missed, therefore it would not be considered. After gaining this information from the GAP administrator, we attempted to communicate this information to the client. To our knowledge there are no GAP administrators that cover skipped/ missed payments when a vehicle is deemed a total loss.
In response to this customer's rejection of our offer;We understand his frustration with this situation, but are not willing to refund his requested amount of $614.80.We performed a needed, diagnosed and authorized repair to his vehicle. We are however willing to meet in the middle of the amounts in question and offer him a refund of $500.00. This is the final offer we will make to Mr. [redacted]. We will honor this refund offer until 6:00 PM EST on 11/30/15, at which time the offer will be void and no other offer will be made, and we will consider this matter closed. We believe this offer is fair and equitable to both sides.Thank you.
Mr. [redacted] did purchase his 2012 Honda Accord with 65,743 miles on 11/22/2017. Mr. [redacted]’s vehicle did come with a 90 day 3,000 mile limited warranty. The warranty on Mr. [redacted]’s 2012 Accord has an expiration date of 2/20/2018 or 68,743 miles, whichever should come first. Mr....
[redacted] did bring his vehicle into our service department on 02/19/2018 at 68,325 miles, still within his 90 day, 3,000 mile limited warranty. Any malfunction resulting from external causes would exclude a part from being a covered component in the 90 day, 3,000 mile limited warranty.With that being said, I have reached out to Mr. [redacted] on 3/1/2018 to set up a time to sit down and personally discuss the issues of Mr. [redacted]’s Concern. Mr. [redacted] did accept, and we have scheduled a meeting for 03/09/2018. Roush Honda is committed to working with the customer to resolve this issue. Regards,Tim FoxRoush Honda Parts & Service Director
Fidelity Pre-Paid Maintenance is a product that is available for purchase in both our Used Car and New Car Finance and Insurance office’s. The Fidelity pre-paid maintenance package is not part of our certified program. It is simply a product available for purchase with any Honda...
vehicle sold, New or Used, as it is an option sold. The product does entitle the consumer to redeem coupons for a total of five “A-1” services. In accordance with American Honda’s recommended maintenance, an A-1 service includes an oil and filter change (A), (1) tire rotation, and a multi-point inspection which covers inspections on the following items: tire pressures, tire tread depth levels, fluid levels and conditions, lighting operations, battery performance, and windshield wiper operation and condition. Mr. [redacted] did purchase the Fidelity Pre-Paid Maintenance package at the time of taking delivery of his 2014 Honda Civic on 08/18/2017. On February 5, 2018 @ 10:53AM, Mr. [redacted] did schedule an appointment to bring his 2014 Honda Civic in for service on February 12, 2018 at 4:00PM. The appointment was initially scheduled for a “B” service for $168.00, which is the regular price of a “B” service. The “B” service does differ from an “A-1” service. Per American Honda’s recommended maintenance, in addition to the oil change, tire rotation and the multipoint inspection, the “B” service includes the following recommended inspections: a complete inspection of the front and rear braking system, which includes removal of the brake pads to check for wear, cleaning and lubricating components of the brake calipers to ensure extended life, a complete under body inspection of the drive-shafts, tie rod ends, steering gear box and boots, suspension components, brake hoses and lines, fuel lines and connections, and an exhaust inspection to ensure that none of the items mentioned are cracked, broken, torn, loose, or leaking. Upon Mr. [redacted]’s arrival into our Service Department on February 12, 2018 at approximately 3:45PM, Andrew E[redacted], one of our Service Advisors, greeted Mr. [redacted]. At that time Mr. E[redacted] confirmed the service appointment for the “B” service for $168.00. During that time Mr. [redacted] informed Mr. E[redacted] that he did not want the “B” service performed, but simply the oil change and tire rotation that he had paid for at the time of purchasing his 2014 Honda Civic. Mr. E[redacted] may have been confused by the conversation, believing the customer may have thought that oil changes and tire rotation were free with the purchase of any Certified Honda vehicles at our location, thus informing the customer that the A-1 service is $76.00, which is the regular price for that service. Once Mr. [redacted] showed Mr. E[redacted] the paperwork where he purchased the Fidelity pre-paid maintenance program, Mr. E[redacted] consulted with another Service Advisor on how to handle the Fidelity claim and proceeded with writing up the customer for his “A-1” service. On Tuesday, February 13, 2018, I learned of the incident that occurred the previous night as I was sent a notification of a Yelp review that Mr. [redacted] had posted describing what had happened. After researching the transaction, I left a message for Mr. [redacted] @ 3:43PM (02/13/2018), to offer my apologies and my wish to speak with him regarding the transaction to get a better general understanding of how the incident came about. On 2/13/18 @ 5:20PM, Mr. [redacted] did return my phone call and we did discuss the matter. I did explain the wiper situation as a general screw up as the Service Advisor who was helping him at that time (Bryan B[redacted]) was informed the wiper was missing by the service technician. Bryan did ask Mr. [redacted] if he was aware that is was missing (it was not) and that is when Mr. [redacted] informed him that it was there when he drove in. Not trying to escalate a bad situation, as the vehicle was one hour and 15 minutes past the promise time, Bryan went to the Parts Department to acquire a passenger side wiper blade to be installed at no charge to the customer. After handing the wiper blade off to another technician, it was discovered that the existing wiper was not missing and the technician proceeded to replace the wiper as he was instructed by Bryan B[redacted] At that point in time, we were simply trying to get the customer on his way and not take up anymore of his time. During our phone conversation, I did acknowledge to Mr. [redacted] that the handling of the free oil change and tire rotation was not handled properly by Mr. E[redacted]. Mr. E[redacted] was not trained that way and any disciplinary action will be handled on our end. One of the duties of our Service Advisor is to notify customers what “recommended” maintenance is due for their vehicle. It is the Advisor’s duty to simply inform the customers what service is recommended, it is not their duty to force the customer to make a decision one way or the other. With that being said, I do believe Mr. E[redacted] did inform the customer that “he was trained that way”, because the vehicle’s Maintenance Minder system was indicating a B service due, as noted on the customer’s paperwork. As for fulfilling Mr. [redacted]’s desired settlement, I have no issues with providing Mr. [redacted] with a written explanation of why Mr. E[redacted] was unaware of the terms and conditions of Mr. [redacted]’s Fidelity Maintenance package. I simply believe that Mr. E[redacted] was confused by the customer’s statement that it is part of our Certified program. Once, Mr. E[redacted] was aware of the Fidelity purchase, he proceeded as requested by the customer. Regards, Tim F** Roush Honda Parts and Service Director
Good afternoon,In reference to this complaint, our position is as follows, Our Service Manager Jason has been in contact with Mr. [redacted] about this situation. He was in contact with him after the vehicle was taken to another shop for diagnosis of possible engine issues 4 months...
after we performed a service on it. The shop he took the vehicle to, [redacted] Automotive Inc. performed a leak down test and determined that the # 3 cylinder had no compression. On the customer's invoice, the shop stated that they managed to achieve 15% leakage on the # 3 cylinder by tapping on a valve during the leak down test. This would imply that carbon had built up on the valve and a piece of carbon was holding the valve open causing the compression issue. [redacted] stated that the valve lash on that particular valve was not adjusted to spec and may have been adding to the compression issue.Our Service Manager Jason spoke to [redacted] and agreed that we may not have adjusted that particular valve correctly. The # 3 cylinder valve was the only one mentioned as out of adjustment. Jason then called Mr. [redacted] to apologize and offered to refund the amount of labor we would normally charge for a valve adjustment, $150.00. When Mr.. [redacted] declined that offer, Jason offered him 1/2 of the total [redacted] bill, $200.52. Again Mr. [redacted] declined this offer. Jason asked Mr. [redacted] to think about a fair amount and then call back when he had an amount in mind. Jason had not heard from Mr. [redacted] after that time until this Revdex.com complaint. Today we offered to refund Mr.. [redacted] the entire [redacted] bill of $401.03, and he again declined the offer telling Jason that it is not about the money. Jason also offered to steam clean the engine compartment because of the power steering fluid leak, and that was declined as well. Jason asked Mr. [redacted] if he had a fair amount in mind, and Mr. [redacted] stated that he wanted the entire $971.60 that we charged him for replacement of the timing chain and water pump refunded to him. This amount is not acceptable to us for the following reason; We performed a needed service to his vehicle that he personally diagnosed and authorized us to do. While it is possible that our technician may have not adjusted 1 valve correctly, we were not afforded the opportunity to see the vehicle before the valves were "readjusted", so we can only take the word of another shop. We have been very generous to date with our offers to Mr. [redacted]. We will entertain any Reasonable offer Mr. [redacted] has, but we will not consider refunding the entire cost of the repairs done here, as in our opinion is an excessive amount, and the repair we performed was needed and authorized.