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 meIt took 2+ months and the need to file a complaint with the Revdex.com before getting the refund that any honest dealership would have done in a heartbeat Regards, [redacted] ***
This is [redacted] , General Manager of Fernandez Honda I understand the complaint you have regarding your CR-V I would be happy to speak to you about this directly Unfortunately, we are dependent on Honda corporate to find the solution to the your complaint Honda stated that they are aware of the complaint and are working on a fix I will continue to follow up with our Honda representative If you would like to speak to me directly about this please contact me by email at ***@ [redacted] .com or on my cell at ###-###-####Thank you
A decision on a warranty claim like this is not made by our dealership level personnelOur Fernandez Honda staff including the Service Advisor and our Service Management team have been in communication with the customer throughout this processI believe the customer is requesting to meet with personnel from outside of our dealership staffThe transmission has been "torn down" (with Mr [redacted] approval) and the findings have been relayed to the appropriate personnelThe result of the warranty review by Honda is that the items in need of repair did not fail due to a defect and therefore are not covered under warrantyIf the customer still desires, we can coordinate a meeting with a representative from American Honda to explain their decision
The customer had an interaction (as noted in his complaint) with one of our female service employees Our employee was not happy with the comments made and was very upset After investigating the incident with multiple employees at our dealership, I decided it would be better for our employees and for the customer if he took his Honda elsewhere to have it serviced I will not go into further details about what the comments were beyond what the customer noted in his complaint We will not be able to work on this customer's vehicles now or in the future so I will have to decline his request for the free installation of the dome light As I mentioned to the customer, there are other Honda dealers in San Antonio where he can have his Honda serviced in the future [redacted] General Manager
Sir, I do understand why you would be frustrated and skeptical of our intentions based on the situation However, I assure you that we are not trying to be untruthful or trying to exceed your day limit I do apologize that our team has not already resolved this matter I requested that our accounting department send the refund of the full $out today to the lender The check will go out today by fedex overnight The tracking number is [redacted] Again, I apologize for the delay in resolving this matter [redacted]
HelloI apologize that we were not able to resolve your concerns while you were in the dealership We would like to offer to refund you for the complete service bill to include the oil change, tax and the shop supplies charges That total would be $ It seems that we did a poor job explaining what these charges are for Although one of our employees did give you this explanation, they are not related to the cookies and popcorn I'll try to give a better explanation of the shop supplies charges that our dealership and the great majority of all repair shops and service departments charge.Shop supplies generally refer to things like solvents, cleaners, small quantities of fluids (i.ecoolant, wiper fluid, etc.) rags, the servicing of parts-cleaning machines, and the disposal of waste oil and other environmentally toxic materialsSome shops will bill these items individually for a particular job and itemize them on each customer's bill So on the bill, you might see a charge for brake cleaner, or for topping of your power-steering fluid or antifreeze This is a very cumbersome process to keep track of and bill out individual items and at times you would be paying for a bottle of fluid or cleaner when a smaller amount is needed So in the majority of dealerships, you will see the shop supplies billed out as a percentage of the total invoice I can assure you that our prices are extremely competitive, with our without these charges I hope this explanation is helpful I will make sure that our service department reviews this information as well so we can communicate with you and our other customers more effectivelyPlease feel free to reach out to me directly if you prefer to discuss this by phone or in person My direct line is [redacted] or my email is [redacted] If you would like to accept my offer for the refund of $48.22, please let me know the best mailing address and I will have a check issued to you [redacted] Fernandez Honda
The program that was available at the time the customer purchased their vehicle was "free car washes for life and free detail for years" The customer was able to get an extra years of free details as our employees continued to accommodate him I did offer some assistance with the discounted details which was rejected by the customer
Complaint: [redacted] I am rejecting this response because:It's not what they promised me, and Fernandez Honda knows itThey promised me car details for the lifetime of the car as long as I still own it Regards, [redacted] ***
Mr***, I left you a voicemail earlier this afternoon. I apologize that it has been such a challenge to resolve this matter. I assure you we can get it handled. It appears that all we need to do is cancel the IAS policy. Please reach out to me on my cell phone
###-###-#### and we can get this resolved*** ***
We worked out a resolution with the customer and were able to come to an agreement and trade them out of their vehicle and into a new Honda Accord I have followed up after the transaction and all parties are happy Thank you *** ***
Ms*** - I read your Revdex.com complaint and I have reviewed our records of our conversations with youYou texted the sales person on June 13th and you asked "Do you happen to know what the deposit would be for holding the vehicle though"*** *** response was "We do $deposit you can get the
money back upon purchase or use it towards down payment"This is pretty clear to meWe held the car for multiple days for you and we turned down other customers that were interested in the vehicleThere was nothing wrong with the vehicleYour decision to walk away from the deal was made knowing that you had asked us to hold this car for you for multiple days in exchange for your $depositI hope that you and the Revdex.com can see that there are two sides to this issue and complaintI do not agree with your accusation of "shady business behavior." The deposit was taken with your request to hold the vehicle until you could come buy it on SaturdayAnd ***'s response by text as to how the deposit works is clearRegardless, we will refund the $and knowing that there was nothing unethical done on our part
Complaint: ***
I see that they are not taking full responsible on there part plus the GM got his staff to do what I he says to do plus into in the beginner the it was one female that had a probemSo,this ro tree
I am rejecting this response because:
Wax
Regards,
*** ***
Complaint: ***
This is not a rejection, per say.However, we did connect yesterday and there is a call scheduled for today to determine if an equitable solution is possible At this point, there is no certainty. Regards,
*** ***
Complaint: ***
I am rejecting this response because: The IAS policy has already been canceled effective 3/21/The only task remaining is the refund of the $paidI have been continually stonewalled with verbal, insincere, untruthful responses clearly intended to to exceed the 90-day limit for canceling my policy and getting my refund
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Mr. [redacted] - I left you a voice mail today. Is there a way to provide me with a list of the issues that have been ongoing with the Jeep that are still unresolved? We would definitely like to get these issues resolved for you. My cell phone is 210-559-7413. [redacted]
Hello. I apologize that we were not able to resolve your concerns while you were in the dealership. We would like to offer to refund you for the complete service bill to include the oil change, tax and the shop supplies charges. That total would be $48.22. It seems that we did a...
poor job explaining what these charges are for. Although one of our employees did give you this explanation, they are not related to the cookies and popcorn. I'll try to give a better explanation of the shop supplies charges that our dealership and the great majority of all repair shops and service departments charge.Shop supplies generally refer to things like solvents, cleaners, small quantities of fluids (i.e. coolant, wiper fluid, etc.) rags, the servicing of parts-cleaning machines, and the disposal of waste oil and other environmentally toxic materials. Some shops will bill these items individually for a particular job and itemize them on each customer's bill. So on the bill, you might see a charge for brake cleaner, or for topping of your power-steering fluid or antifreeze. This is a very cumbersome process to keep track of and bill out individual items and at times you would be paying for a bottle of fluid or cleaner when a smaller amount is needed. So in the majority of dealerships, you will see the shop supplies billed out as a percentage of the total invoice. I can assure you that our prices are extremely competitive, with our without these charges. I hope this explanation is helpful. I will make sure that our service department reviews this information as well so we can communicate with you and our other customers more effectively. Please feel free to reach out to me directly if you prefer to discuss this by phone or in person. My direct line is [redacted] or my email is [redacted]. If you would like to accept my offer for the refund of $48.22, please let me know the best mailing address and I will have a check issued to you. [redacted]Fernandez Honda
The customer had an interaction (as noted in his complaint) with one of our female service employees. Our employee was not happy with the comments made and was very upset. After investigating the incident with multiple employees at our dealership, I decided it would be better for our...
employees and for the customer if he took his Honda elsewhere to have it serviced. I will not go into further details about what the comments were beyond what the customer noted in his complaint. We will not be able to work on this customer's vehicles now or in the future so I will have to decline his request for the free installation of the dome light. As I mentioned to the customer, there are 3 other Honda dealers in San Antonio where he can have his Honda serviced in the future. [redacted]General Manager
Sir, I do understand why you would be frustrated and skeptical of our intentions based on the situation. However, I assure you that we are not trying to be untruthful or trying to exceed your 90 day limit. I do apologize that our team has not already resolved this matter. I requested that our accounting department send the refund of the full $795.00 out today to the lender. The check will go out today by fedex overnight. The tracking number is [redacted]. Again, I apologize for the delay in resolving this matter. [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 meIt took 2+ months and the need to file a complaint with the Revdex.com before getting the refund that any honest dealership would have done in a heartbeat Regards, [redacted] ***
This is [redacted] , General Manager of Fernandez Honda I understand the complaint you have regarding your CR-V I would be happy to speak to you about this directly Unfortunately, we are dependent on Honda corporate to find the solution to the your complaint Honda stated that they are aware of the complaint and are working on a fix I will continue to follow up with our Honda representative If you would like to speak to me directly about this please contact me by email at ***@ [redacted] .com or on my cell at ###-###-####Thank you
A decision on a warranty claim like this is not made by our dealership level personnelOur Fernandez Honda staff including the Service Advisor and our Service Management team have been in communication with the customer throughout this processI believe the customer is requesting to meet with personnel from outside of our dealership staffThe transmission has been "torn down" (with Mr [redacted] approval) and the findings have been relayed to the appropriate personnelThe result of the warranty review by Honda is that the items in need of repair did not fail due to a defect and therefore are not covered under warrantyIf the customer still desires, we can coordinate a meeting with a representative from American Honda to explain their decision
The customer had an interaction (as noted in his complaint) with one of our female service employees Our employee was not happy with the comments made and was very upset After investigating the incident with multiple employees at our dealership, I decided it would be better for our employees and for the customer if he took his Honda elsewhere to have it serviced I will not go into further details about what the comments were beyond what the customer noted in his complaint We will not be able to work on this customer's vehicles now or in the future so I will have to decline his request for the free installation of the dome light As I mentioned to the customer, there are other Honda dealers in San Antonio where he can have his Honda serviced in the future [redacted] General Manager
Sir, I do understand why you would be frustrated and skeptical of our intentions based on the situation However, I assure you that we are not trying to be untruthful or trying to exceed your day limit I do apologize that our team has not already resolved this matter I requested that our accounting department send the refund of the full $out today to the lender The check will go out today by fedex overnight The tracking number is [redacted] Again, I apologize for the delay in resolving this matter [redacted]
HelloI apologize that we were not able to resolve your concerns while you were in the dealership We would like to offer to refund you for the complete service bill to include the oil change, tax and the shop supplies charges That total would be $ It seems that we did a poor job explaining what these charges are for Although one of our employees did give you this explanation, they are not related to the cookies and popcorn I'll try to give a better explanation of the shop supplies charges that our dealership and the great majority of all repair shops and service departments charge.Shop supplies generally refer to things like solvents, cleaners, small quantities of fluids (i.ecoolant, wiper fluid, etc.) rags, the servicing of parts-cleaning machines, and the disposal of waste oil and other environmentally toxic materialsSome shops will bill these items individually for a particular job and itemize them on each customer's bill So on the bill, you might see a charge for brake cleaner, or for topping of your power-steering fluid or antifreeze This is a very cumbersome process to keep track of and bill out individual items and at times you would be paying for a bottle of fluid or cleaner when a smaller amount is needed So in the majority of dealerships, you will see the shop supplies billed out as a percentage of the total invoice I can assure you that our prices are extremely competitive, with our without these charges I hope this explanation is helpful I will make sure that our service department reviews this information as well so we can communicate with you and our other customers more effectivelyPlease feel free to reach out to me directly if you prefer to discuss this by phone or in person My direct line is [redacted] or my email is [redacted] If you would like to accept my offer for the refund of $48.22, please let me know the best mailing address and I will have a check issued to you [redacted] Fernandez Honda
The program that was available at the time the customer purchased their vehicle was "free car washes for life and free detail for years" The customer was able to get an extra years of free details as our employees continued to accommodate him I did offer some assistance with the discounted details which was rejected by the customer
Complaint: [redacted] I am rejecting this response because:It's not what they promised me, and Fernandez Honda knows itThey promised me car details for the lifetime of the car as long as I still own it Regards, [redacted] ***
Mr***, I left you a voicemail earlier this afternoon. I apologize that it has been such a challenge to resolve this matter. I assure you we can get it handled. It appears that all we need to do is cancel the IAS policy. Please reach out to me on my cell phone
###-###-#### and we can get this resolved*** ***
We worked out a resolution with the customer and were able to come to an agreement and trade them out of their vehicle and into a new Honda Accord I have followed up after the transaction and all parties are happy Thank you *** ***
Ms*** - I read your Revdex.com complaint and I have reviewed our records of our conversations with youYou texted the sales person on June 13th and you asked "Do you happen to know what the deposit would be for holding the vehicle though"*** *** response was "We do $deposit you can get the
money back upon purchase or use it towards down payment"This is pretty clear to meWe held the car for multiple days for you and we turned down other customers that were interested in the vehicleThere was nothing wrong with the vehicleYour decision to walk away from the deal was made knowing that you had asked us to hold this car for you for multiple days in exchange for your $depositI hope that you and the Revdex.com can see that there are two sides to this issue and complaintI do not agree with your accusation of "shady business behavior." The deposit was taken with your request to hold the vehicle until you could come buy it on SaturdayAnd ***'s response by text as to how the deposit works is clearRegardless, we will refund the $and knowing that there was nothing unethical done on our part
Complaint: ***
I see that they are not taking full responsible on there part plus the GM got his staff to do what I he says to do plus into in the beginner the it was one female that had a probemSo,this ro tree
I am rejecting this response because:
Wax
Regards,
*** ***
We are disappointed that this complaint cannot be resolved to the customer's satisfaction. *** ***
Complaint: ***
This is not a rejection, per say.However, we did connect yesterday and there is a call scheduled for today to determine if an equitable solution is possible At this point, there is no certainty. Regards,
*** ***
Complaint: ***
I am rejecting this response because: The IAS policy has already been canceled effective 3/21/The only task remaining is the refund of the $paidI have been continually stonewalled with verbal, insincere, untruthful responses clearly intended to to exceed the 90-day limit for canceling my policy and getting my refund
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Mr. [redacted] - I left you a voice mail today. Is there a way to provide me with a list of the issues that have been ongoing with the Jeep that are still unresolved? We would definitely like to get these issues resolved for you. My cell phone is 210-559-7413. [redacted]
Hello. I apologize that we were not able to resolve your concerns while you were in the dealership. We would like to offer to refund you for the complete service bill to include the oil change, tax and the shop supplies charges. That total would be $48.22. It seems that we did a...
poor job explaining what these charges are for. Although one of our employees did give you this explanation, they are not related to the cookies and popcorn. I'll try to give a better explanation of the shop supplies charges that our dealership and the great majority of all repair shops and service departments charge.Shop supplies generally refer to things like solvents, cleaners, small quantities of fluids (i.e. coolant, wiper fluid, etc.) rags, the servicing of parts-cleaning machines, and the disposal of waste oil and other environmentally toxic materials. Some shops will bill these items individually for a particular job and itemize them on each customer's bill. So on the bill, you might see a charge for brake cleaner, or for topping of your power-steering fluid or antifreeze. This is a very cumbersome process to keep track of and bill out individual items and at times you would be paying for a bottle of fluid or cleaner when a smaller amount is needed. So in the majority of dealerships, you will see the shop supplies billed out as a percentage of the total invoice. I can assure you that our prices are extremely competitive, with our without these charges. I hope this explanation is helpful. I will make sure that our service department reviews this information as well so we can communicate with you and our other customers more effectively. Please feel free to reach out to me directly if you prefer to discuss this by phone or in person. My direct line is [redacted] or my email is [redacted]. If you would like to accept my offer for the refund of $48.22, please let me know the best mailing address and I will have a check issued to you. [redacted]Fernandez Honda
The customer had an interaction (as noted in his complaint) with one of our female service employees. Our employee was not happy with the comments made and was very upset. After investigating the incident with multiple employees at our dealership, I decided it would be better for our...
employees and for the customer if he took his Honda elsewhere to have it serviced. I will not go into further details about what the comments were beyond what the customer noted in his complaint. We will not be able to work on this customer's vehicles now or in the future so I will have to decline his request for the free installation of the dome light. As I mentioned to the customer, there are 3 other Honda dealers in San Antonio where he can have his Honda serviced in the future. [redacted]General Manager
Sir, I do understand why you would be frustrated and skeptical of our intentions based on the situation. However, I assure you that we are not trying to be untruthful or trying to exceed your 90 day limit. I do apologize that our team has not already resolved this matter. I requested that our accounting department send the refund of the full $795.00 out today to the lender. The check will go out today by fedex overnight. The tracking number is [redacted]. Again, I apologize for the delay in resolving this matter. [redacted]