Courtney Honda

Complaint: [redacted] I am rejecting this because: I originally asked for this proof in the beginning and did not receive itPlease scan it for review Sincerely, [redacted]

On July at 8:a.m [redacted] brought her [redacted] into our shop to have her brakes checked She stated that a stranger stopped her on the street and told her that her brakes were making a loud grinding noise A repair order was written, she signed it and was seated in our waiting room The tech brought the car in, removed all the wheels and found the right rear inner brake pad had been grinding into the rotor The left rear sensor was mm from touching, the front brakes were 1.7mm from the wear sensor, and the rotors were too embedded with rust to resurfaceThe service writer went into the waiting room and gave [redacted] a complete estimate on the cost of the job, giving her a 10% discount, and she agreed to it When the repair was finished the service writer accompanied the customer to the cashier’s window where she wrote out a personal check in the amount of $ The customer did not voice any complaints about the cost of the repair, or of not being given an estimate while at the dealership I received a call the next morning from [redacted] daughter asking me to save all the parts and she would be there that afternoon to speak with meWhen the daughter, [redacted] arrived at the dealership that afternoon with her mom, the only part of the bill she wanted to discuss was a $refund she demanded, that the dollar amount is based on a quote from her local garage for the same job No wrongdoing was done on the part of Courtney [redacted] involving this job The standard protocol was followed, [redacted] Parts were installed, and we gave the customer a 10% discount We applied standard flat rate operation times and [redacted] Parts prices We will retain the old parts until this matter is resolved FYI- Courtney ***’s Service Department has been awarded the #position in the New England Zone, and #in the nation for Total Customer Satisfaction from American [redacted] for 2013, and have received this award for many years [redacted] Service Manager

Went there for a brake light replacement and regular oil change, but they advised and got the brake fluid replaced again (replaced couple of months before) and steering service includedDidn't think twice before authorizing them to do it Never had any problem with steering before or after the serviceMy car has been riding like beforeHave another years old Toyota ***, rides the same like new though steering service never done so farI feel bad about the whole experience

Re: Complaint # ***
We are in receipt of the second statement from *** ***, and the following is Courtney ***’s response:
1) *** *** was given a quote on the brake job for her car. I do not understand why she insists that she was not. Our service advisor sat down with her in our customer waiting room and spent time reviewing the cost of the brake job, and was given authorization to do the work
2) I did not know that our cashier filled out the check for the elderly customer as a courtesy, but *** *** was advised of the amount, and did sign the check
3) I received a call from *** *** first thing the following morning before I had a chance to check my voicemail. I collected the brake parts, and will retain them until the matter is resolved
4) *** *** is still looking for a $refund because she feels the job is only worth $700.00. We are a *** dealership, and *** *** was charged the same amount for the brake job that any other customer having the same job performed would have paidCourtney *** was happy to extend her a 10% “Loyalty” discount on the job, even though she had no previous service history with us
5) Unfortunately, I received the “wrath” of *** *** that morning and our meeting did not turn out well. I did not appreciate her loudly and repeatedly repeating that I “raped” her mother, especially in our crowded waiting area. Courtney *** did not force *** *** to repair her vehicle. We advised her of the immediate necessary repairs and gave her a quote for the job. If a customer refuses to repair a safety issue item, they sign a waiver taking full responsibility for not having the work completed*** *** did not sign a waiver, she authorized the repair
6) As far as our "outstanding Service Award", please see the attached documents
7) In conclusion, Courtney *** was faced with a severe safety issue. When an elderly woman who had never been in the dealership came in with a serious safety issue, Courtney *** stepped up to the plate*** *** only became aware of her problem when a stranger knocked on her window and told her the brakes were making a loud noise We did not tell her to take the car back to where she purchased it, but made time in our busy service schedule to address her problems, and gave her the 10% “Loyalty Discount”, even though she was not a “regular” Service client
8) *** ***’s accusations are not only deeply disturbing, but grossly unfair. I’m sorry if she had a bad experience with another dealership in the past, and it is regrettable that she’s chosen to take it out on us
Sincerely,
*** ***
Service Manager

Complaint: ***
I am rejecting this response because:
*** *** has provided inaccurate/erroneous information concerning key points. I have addressed each point below
1) *** *** (my mother) was never told what the cost of the job would be and has not wavered on that point *** *** states that *** *** was provided with a complete estimatePerhaps he is referring to the paper with writing that was almost illegible, which I can scan and email to you if you would like to see it for yourself When I first reviewed it I thought that the two entries were part numbers, as the first entry appeared to be S19. *** ***, who was the first person we spoke to at the dealership that day, and the person who had waited on my mother the previous day stated that the entries were not part numbers but rather amounts. The *** was supposed to represent $Having corrected many students papers for many years it is hard to believe that the dealership considered this to be a valid written estimate to provide to a year old woman, when I could not decipher it.
2) *** *** states that *** *** was taken to the cashier where she wrote out a personal check for the amountThis detail is completely fallaciousIn fact my mother had forgotten to take her reading glasses with her that day and the cashier wrote out the check for herIt was only then that she learned what the cost of the job was
3) *** *** indicated that he received a call from me the next morning asking him simply to save the parts and that I would be stopping laterThe facts are that I had placed a call to the dealership as soon as I had spoken to my mother that same evening when I arrived home from work and learned of her plightThe man answering the phones indicated the service area had just closed for the eveningI asked him if the parts were still there (which he could not confirm) , explained to him that my mother had never been told the cost of the job before the work was done, and that I wanted to speak with the service manager as soon as he arrived the next day to workThe man said *** *** would not be arriving until a.m. I then requested that he put me through to *** *** voice mail to ensure he was well aware of my concernsIn that voice message I told him that I wanted to discuss the matter of incurring a bill of over $for repairs to a year old car when the customer, (my mother) was never told what the cost of the job would be before the work was done
4) *** *** states that 'The only part of the bill that she (referring to me) wanted to discuss was a $refund she demanded, that the dollar amount is based on a quote from her local garage for the same job'This is *** *** attempt to avoid addressing the key issue that I raised to both him as well as *** ***, 'why my mother was not told the cost of this work before the work was performed?'In fact, I requested that *** *** sign a statement indicating that my mother had been told beforehand if he was so certain of this but he refusedI persisted, and he then threatened to call the police on my mother and me. I raised the point that not only was my mother not told beforehand the cost of the job, but the price of the job itself was extreme, and put forward an estimate from a local garage,, which was for $700, utilizing genuine *** PartsGiven that the dealership was not willing to take the parts off the car and put the original parts back on, I suggested that a $refund on the price would be reasonable to resolve the matterHowever in light of what I learned after speaking with ***, I would say that this was offer was more than reasonable (please read on)When we arrived at the shop *** *** immediately attempted to defend the 'reasonable' cost of the job by sharing with us that he had called *** earlier (where the car had been serviced in the past)(It is still unclear to me as to why he started the conversation this way because my mother's key contention was not the cost of the job but rather that she had never been told the cost until after the work was completed, and would not have authorized it had she been told the amount.) *** stated that he received a quote of $913, for *** parts and concluded that since his job was superior in terms of parts, the price he charged my mother was very reasonable What *** failed to mention, which I learned only later when I called *** to verify these facts was that *** was told by the *** customer rep that *** charges $for that same brake job with mid-grade parts however *** pressed him to provide a second quote based on using their best grade parts, and it was only then that the rep quoted a price of $
5) *** *** quotes Courtney ***'s outstanding Service Awards - I called *** of America to verify this information and was told that they had no idea where this information was coming fromThey indicated that Courtney *** had not won the Service Excellence Award, nor the Environmental Awareness Award, and identified the two dealerships that had
After meeting with *** *** and *** *** I requested a meeting with the owner, *** ***I met with ***, the following week, who is a very cordial individual, unlike his service managerHis position was that my mother's car was in very bad shape and in the past he has told his staff that a car that is unsafe is not to leave the shopIt must be fixed. My response to *** was that he does not have the right to deprive a customer of information in order to ensure the car is repairedMy mother's car has a towing plan and had she been told the cost of the job as well as the fact that it was unsafe to drive she would have had it towed to a place like ***A shop that is both reasonably priced and reliable, given the age of the car and my mother's very limited incomeNo business owner has the right to take the decision out of the hands of the customer by withholding information.
I am also troubled by the fact that *** *** told me he would consider what I had shared with him and get back to me by Tuesday, July 29thUnfortunately Tuesday came and went and I did not receive a call back from him. On Wednesday I called and asked to speak with *** ***, as I did not want to respond to Revdex.com without first giving him the opportunity to respond to me now that he had all the facts in front of himI was told by ***, his receptionist that *** *** was going to send me a written response, and I would receive it my Monday, August 4thToday is August 5th, and I have received no response in the mailToday I again called the dealership and spoke to ***I shared with her that I had extended *** *** the courtesy of waiting on his response before replying to Revdex.com however there was no additional time available, due to the day requirement for responding, and I would be responding to Revdex.com this evening
Let me close by saying that I know from the facts that I have collected that Courtney *** has the necessary margins built into this job to assist my mother, if they were reputableNo one should have the right to take your freedom of choice away by withholding information. The employees at Courtney *** knew that if they told my mother the cost of this job she would have either driven away or would have had her car towed, so instead they decided to make the choice for her by saying her car was dangerous and had to be fixed immediatelyWhile the former may have been true, had she been told the price she would have opted to call one of her children who would have in turn called for a tow truck. Courtney *** employees took advantage of an elderly woman by failing to inform her of the costs of the repairs and telling her that the car was so dangerous that she had to repair it right thenShame on them for stooping to such tactics.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I am looking for a full refund of the depositThere is no documentation in writing that states the deposit was non- refundable This is not accurate and the money should be given back
Sincerely,
*** ***

In order to respond to this complaint, I will try and get straight to the facts of the matterThe Honda Fit that is referenced here does not currently and has never been a part of the *** Airbag RecallWe ran a VIN Inquiry months ago and again today to confirm thisWe cannot possibly
replace your airbags under a recall if the vehicle is not affected by said recallIn regards to Honda corporate, if they can come up with a way to order and reimburse us for an airbag replacement that is up to themWe have followed all of the proper procedures and again the Honda Fit in reference is not currently affected by this recallThat is not to say that in the future the vehicle will not be included in a recallBut at this point in time, we have no capability to perform recall work on a vehicle that is not affected by a recallI hope this response helps and I look forward to resolving this matter.
Sincerely,
Stephen ** *** **
Sales Manager

In order to respond to this complaint, I will try and get straight to the facts of the matterThe Honda Fit that is referenced here does not currently and has never been a part of the *** Airbag RecallWe ran a VIN Inquiry months ago and again today to confirm thisWe cannot possibly
replace your airbags under a recall if the vehicle is not affected by said recallIn regards to Honda corporate, if they can come up with a way to order and reimburse us for an airbag replacement that is up to themWe have followed all of the proper procedures and again the Honda Fit in reference is not currently affected by this recallThat is not to say that in the future the vehicle will not be included in a recallBut at this point in time, we have no capability to perform recall work on a vehicle that is not affected by a recallI hope this response helps and I look forward to resolving this matter. Sincerely, Stephen ** *** **Sales Manager

I'd be more than happy to scan and send a copy of the purchase order where it clearly states that the deposit is non-refundable with the customer's signature below it. Please let me know if that's what you'd like me to do. Respectfully yours, Stephen *. C[redacted]Sales ManagerCourtney Honda

To whom it may concern,My name is Stephen * C[redacted] and I'm one of the sales manager at Courtney [redacted]. We did indeed take a $500 deposit from [redacted] and it was explained to him that it would be used to cover the costs of the improvements that he requested be made to the vehicle. It was also...

explained to him that once the improvements were made the deposit would not be refundable. The improvements were indeed made and actually cost more than the $500 deposit that he left us. The vehicle was all set to be delivered on Saturday morning but we did not receive the title in time. Deborah called to explain this to [redacted] and that the title would be here from [redacted] on Monday. It was at this time that [redacted] revealed to Deborah that he had cold feet about the deal and had been looking at other vehicles while he had the deposit on our [redacted] even went as far as to apologize to Deborah and he understood why we had to keep his deposit at this point. I'm not sure how [redacted] is involved with this transaction but I explained to her via email all of this. She did not like my answer and told me she would be contacting the Revdex.com and her lawyer. Please let me know how to proceed regarding this matter. Respectfully yours,Stephen* C[redacted]Sales ManagerCourtney Honda

On July 16 2014 at 8:30 a.m. [redacted] brought her [redacted] into our shop to have her brakes checked.  She stated that a stranger stopped her on the street...

and told her that her brakes were making a loud grinding noise.  A repair order was written, she signed it and was seated in our waiting room.  The tech brought the car in, removed all the wheels and found the right rear inner brake pad had been grinding into the rotor.  The left rear sensor was 1.5 mm from touching, the front brakes were 1.7mm from the wear sensor, and the rotors were too embedded with rust to resurface. The service writer went into the waiting room and gave [redacted] a complete estimate on the cost of the job, giving her a 10% discount, and she agreed to it.  When the repair was finished the service writer accompanied the customer to the cashier’s window where she wrote out a personal check in the amount of $1008.90.  The customer did not voice any complaints about the cost of the repair, or of not being given an estimate while at the dealership.  I received a call the next morning from [redacted] daughter asking me to save all the parts and she would be there that afternoon to speak with me. When the daughter, [redacted] arrived at the dealership that afternoon with her mom, the only part of the bill she wanted to discuss was a $300.00 refund she demanded, that the dollar amount is based on a quote from her local garage for the same job.  No wrongdoing was done on the part of Courtney [redacted] involving this job.  The standard protocol was followed, [redacted] Parts were installed, and we gave the customer a 10% discount.  We applied standard flat rate operation times and normal [redacted] Parts prices.  We will retain the old parts until this matter is resolved.
 FYI-  Courtney [redacted]’s Service Department has been awarded the #1 position in the New England Zone, and #7 in the nation for Total Customer Satisfaction from American [redacted] for 2013, and have received this award for many years.
[redacted]
Service Manager

Makes me sad to post this , but I'm frustrated with the change in customer and appts scheduling for car service. I have been doing business with Courtney HONDA since 1993. I purchased my first HONDA from Courtney, they were always great in service and courteous notifying you if
Issues came up for delays.
I have had two bad experiences .. So far with customer service , and timing of taking my car in and worked on
I understand typically you may have a issue but this appears to be the norm at this dealership.
I always book appointment times and try to
Make them early or mid morning.
The last two times and waited almost 2 hours for them to even take in my car amongst other things.
My appt today was 10am. If I didn't get up today and go check at 1 3/4 hours waiting for a minor service (oil and Ck breaks)!
I thinks My vehicle would still be sitting in the parking lot NOT TOUCHED. *
it's the minor service. Then to find they NEVER even brought it in more than upset me
One man in the waiting room was asleep on the couch when I arrived at 9:45 he fell asleep on the couch for over two hours waiting while I was there. ( maybe his issue was larger???)
No one informs you in waiting room of anything ,( other than a problem and cost) inmy husband and I felt your just a number and your time means nothing to them.
Once I addressed this issue and my dissatisfaction I wanted to take my car out, forget appt, they jumped in it put it on lift?????
20 minutes later they said it's done,oh you need breaks on back , ( I had requested they Ck because I heard noise and My father was a mechanic till he passed )
I felt IF they took my car in within what I think is normal wait time -half hour - , they would have found I needed rear breaks ( he stated ands it's pretty close!!!) and do both jobs same day.
But because they were making us run into another appointment, I Inow need another appt...and I'm riding on very close breaks"
I made my return appt.
When their last manager that retired was there you waited no more than 15 min he'd come in and update you. Now nothing.
In my opinion the service area needs more experienced help or more help and someone to monitorthe intake of vehicles / job
I'm very worried that maybe my job today DID NOT get done or done right in 20 min.
I will say Apologies and excuses are given on every visit. But something is amiss.
I'd suggest to Be prepared to bring your pillow , kindle, games and nap at this Honda dealership.
On my last issue I reported what took place to corporate, but there are no changes since. I'm hoping they can return to the great organized service company they always were.

Complaint: [redacted]
I am rejecting this because: I originally asked for this proof in the beginning and did not receive it. Please scan it for review.
Sincerely,
[redacted]

Review: The service department replaced all four rotors and brake pads on my 91 year-old mother's [redacted] without giving her an estimate of the cost. The car only had an issue with one wheel and I am concerned that the other 3 did not need to be replaced. I believe that they tried to take advantage of her due to her age. If they had given her the estimate of the $1000 cost we would not have had the work done because the car is not worth that much. When I went back to the service dept. to discuss the issue, [redacted] the service manager was rude and unprofessional. He refused to document any of his statements in writing and threatened to call the police. In trying to support the price of the work he said he called [redacted] and they priced the job at $900. So I called [redacted] and they said that that price was for brakes and rotors that were of premium quality - much better than [redacted] parts. They said the price for a job using normal quality parts was $450. He also indicate that his dealership is one of the highest rated [redacted] Dealerships in the country. I called [redacted] to verify this, they said they do not collect or publish data rating dealerships. All [redacted] could tell me is that Courtney was not a recipient of a Dealer Excellence Award or an Environmental Awareness Award. The dealership charged my mother for 4 hours of labor and she was out of the dealership in less than 2 hours and I have the paperwork to prove it. I do not trust this manager or this dealership.Desired Settlement: I proposed to the dealership that they settle the dispute at $700 but he refused to entertain any settlement of any type. [redacted] does not care that my mother is a senior citizen living on a fixed income and he is unconcerned about overcharging her.

Business

Response:

Review: I leased a 2011 [redacted] from Courtney Honda. The lease was up in April, 2014. My daughter brought the vehicle to Courtney Honda for inspection on 4/4/14. The sales representative, [redacted], looked at the car and said there was no damage and we would only be responsible for overage miles which the dealership would pay. On 4/8/14, we turned in the 2011 [redacted]. Again, my daughter and I were told by [redacted] that there was no damage to the car and we would only need to pay for overage charges which the dealership would pay. We relied on those representaions to lease the new car(2014 [redacted] Shortly after we started the new lease, we received a bill from [redacted] for $1,774.92 for damage to the vehicle. I contacted [redacted]but he refuses to honor his obligation and pay this bill despite saying wewould not be responsible.Desired Settlement: Require the dealership to pay [redacted]

Business

Response:

After receiving [redacted], we contacted [redacted] and they stated that the damaged was beneath the vehicle (right rear rocker panel) – but based on our intervention, were willing to reduce their damage estimate from $1774.92 to $897.81. They acknowledged it was impossible to see this unless the vehicle were put on a lift and inspected from that point of view. They further stated that they had made clear to the customer that the vehicle should be inspected by their representative prior to turn-in. This was never done.

Our representative, [redacted] contacted [redacted] with this update, and he rejected this appeal.

In June we were then notified by [redacted] (who is in fact, an attorney), of his intention to pursue the matter legally.

We have not heard anything from him since that time. Nor has he paid the reduced figure to [redacted].

For the record, we did give [redacted] the check for $2400 to cover his excess mileage – as promised.

Sales Manager