Here are the key dates of this transaction following the customer's first complaint.The customer was contacted on 8/10/2015.(Monday)We processed a check request on 8/11/2015. (Tuesday)The check was cut on 8/13/2015 for the agreed upon refund.(Thursday)Our owner signed the check on 8/17/2015. (Monday)Second signature was performed on 8/18/2015. (Tuesday)Office added to the mail bundle on 8/19/2015. (Wednesday)Mail collected by USPS on 8/20/2015. (Thursday)I received notice of the rejection by customer on 8/22/2015. (Saturday)Today is 8/24/2015. (Monday) I am not certain as to what timeline was committed to the customer but I would expect that the check should arrive in today or tomorrow's mail. I would appreciate it if the customer could wait until end of day tomorrow (8/25/2015) to actually file the complaint, as we have performed as promised with the exception of the mail process.Thank you,[redacted]General Manager###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This email is a follow up to complaint [redacted]. I spoke with the business (Honda of Kenosha) on the phone and they offered a solution. However, I have not seen that come to fruition. I was holding off on following up with the complaint until: 1. They followed through with their promises or 2. A reasonable length of time had passed and I had received any follow through with the solution. I had planned to give them another week to follow through.Thanks, [redacted]
The Company is leaving it open with no specific time frame as to when they're going to fix this it could be months I've taken out extended warranties to protect myself against this issue and still no action is being taken. we feel that the company is very misleading by selling us this vehicle when they knew it had the existing problem therefore it's their responsibility to fix this immediately
I spoke with Cory [redacted] our General Sales Manager and he would like the customer to come in to meet with him personally so we can look into solutions for him. I called and left the customer a voice mail to call me back directly so I can set up a time for him to meet with Cory. Thank you!
We have met with Mrs. Leguizamo since she submitted the complaint. When she was here we explained that she purchased a $[redacted] vehicle and the additional $[redacted] in the total finance charge for the term of her loan from the bank due to her credit situation. We also agreed to fix the tailgate for...
We spoke to the customer today (8/10) and have arrived at a fair solution for both parties. We explained the benefits of the two items to the customer and they stated they were satisfied with the explanation presented to them.We also offered a discount on the pricing as a good will...
gesture and they accepted.It is always our policy to explain in full any product we promote to the customer and to offer them the option to purchase. We accept the responsibility for not explaining the benefits completely and offered our customer this lower price as an apology for their inconvenience.Respectfully,[redacted]General ManagerHonda of Kenosha
Customer was advised on 12/1/2016 that her problem with the vehicle not starting after sitting for four hours due to her recent accident. The accident damaged her tailgate latch and the switch is shorted causing battery draw. We advised her that the rear latch would need to be...
replaced. The customer declined that work- in an effort to decrease draw from her battery our technician removed the bulb in her trunk in hopes this would help reduce draw. During her visit on 12/1/2016 she was given an estimate for her visit of $172.43 (this included her oil change) our manager actually gave her a discount on the diagnosis fee so her total on 12/1/2016 was $148.69. We did a battery test on her vehicle and it passed. She spoke to our service manager after this visit and had sent an appointment up for Monday 12/12/2016 because she was still having to have the vehicle jumped. She did not come in for that appointment. She called and cancelled her appointment. She did then come in on Tuesday 12/13/2016- we did not charge her the diagnosis fee (this saved her $119.99), we rechecked the battery and found that after repeatedly running battery down and getting jump starts from auto club since her last visit, the battery now failed. We advised the customer that still needs the prior recommended repairs done to the tailgate latch this is why her battery is draining. We offered her n/c labor on battery, plus $10.00 off battery price, and use of loaner{which she threatened to keep unless repairs were free}. She declined all repairs, and took car. She stated she was going to have the body shop fix all of that at her appointment on 12/19/2016. The customers two visits should have been $292.42 however, we only charged her $148.69 (this also included the oil change that she requested) which is savings of $143.73. We will not be issuing a refund to the customer.
Here are the key dates of this transaction following the customer's first complaint.The customer was contacted on 8/10/2015.(Monday)We processed a check request on 8/11/2015. (Tuesday)The check was cut on 8/13/2015 for the agreed upon refund.(Thursday)Our owner signed the check on 8/17/2015. (Monday)Second signature was performed on 8/18/2015. (Tuesday)Office added to the mail bundle on 8/19/2015. (Wednesday)Mail collected by USPS on 8/20/2015. (Thursday)I received notice of the rejection by customer on 8/22/2015. (Saturday)Today is 8/24/2015. (Monday) I am not certain as to what timeline was committed to the customer but I would expect that the check should arrive in today or tomorrow's mail. I would appreciate it if the customer could wait until end of day tomorrow (8/25/2015) to actually file the complaint, as we have performed as promised with the exception of the mail process.Thank you,[redacted]General Manager###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This email is a follow up to complaint [redacted]. I spoke with the business (Honda of Kenosha) on the phone and they offered a solution. However, I have not seen that come to fruition. I was holding off on following up with the complaint until: 1. They followed through with their promises or 2. A reasonable length of time had passed and I had received any follow through with the solution. I had planned to give them another week to follow through.Thanks, [redacted]
The Company is leaving it open with no specific time frame as to when they're going to fix this it could be months I've taken out extended warranties to protect myself against this issue and still no action is being taken. we feel that the company is very misleading by selling us this vehicle when they knew it had the existing problem therefore it's their responsibility to fix this immediately
I spoke with Cory [redacted] our General Sales Manager and he would like the customer to come in to meet with him personally so we can look into solutions for him. I called and left the customer a voice mail to call me back directly so I can set up a time for him to meet with Cory. Thank you!
We have met with Mrs. Leguizamo since she submitted the complaint. When she was here we explained that she purchased a $[redacted] vehicle and the additional $[redacted] in the total finance charge for the term of her loan from the bank due to her credit situation. We also agreed to fix the tailgate for...
her.
Thank you!
We spoke to the customer today (8/10) and have arrived at a fair solution for both parties. We explained the benefits of the two items to the customer and they stated they were satisfied with the explanation presented to them.We also offered a discount on the pricing as a good will...
gesture and they accepted.It is always our policy to explain in full any product we promote to the customer and to offer them the option to purchase. We accept the responsibility for not explaining the benefits completely and offered our customer this lower price as an apology for their inconvenience.Respectfully,[redacted]General ManagerHonda of Kenosha
Customer was advised on 12/1/2016 that her problem with the vehicle not starting after sitting for four hours due to her recent accident. The accident damaged her tailgate latch and the switch is shorted causing battery draw. We advised her that the rear latch would need to be...
replaced. The customer declined that work- in an effort to decrease draw from her battery our technician removed the bulb in her trunk in hopes this would help reduce draw. During her visit on 12/1/2016 she was given an estimate for her visit of $172.43 (this included her oil change) our manager actually gave her a discount on the diagnosis fee so her total on 12/1/2016 was $148.69. We did a battery test on her vehicle and it passed. She spoke to our service manager after this visit and had sent an appointment up for Monday 12/12/2016 because she was still having to have the vehicle jumped. She did not come in for that appointment. She called and cancelled her appointment. She did then come in on Tuesday 12/13/2016- we did not charge her the diagnosis fee (this saved her $119.99), we rechecked the battery and found that after repeatedly running battery down and getting jump starts from auto club since her last visit, the battery now failed. We advised the customer that still needs the prior recommended repairs done to the tailgate latch this is why her battery is draining. We offered her n/c labor on battery, plus $10.00 off battery price, and use of loaner{which she threatened to keep unless repairs were free}. She declined all repairs, and took car. She stated she was going to have the body shop fix all of that at her appointment on 12/19/2016. The customers two visits should have been $292.42 however, we only charged her $148.69 (this also included the oil change that she requested) which is savings of $143.73. We will not be issuing a refund to the customer.