We removed Mr [redacted] from our system and made a request to Subaru of America to stop all communications with him, which they agreed to doBelow is the email chain with the request to Subaru and their confirmation that it is completedIs there anything else we need to do? thank you [redacted] General Manager Austin Subaru ph [redacted] email: [redacted] @austinsubaru.com
To whom it may concern, 10-6- The purpose of this correspondence is to answer to the complaint of a customer of First Texas Honda to the Revdex.com(IN [redacted] ) Service Worksheet Concern: After reading the customers concerns and complaints, I can see where the customer is coming fromWhen we were at our old location on Koenig Lane, things were very different than they are now in our new locationOn Koenig, we had a large waiting room that was right by our service advisors which made it possible for them to easily go and talk to their customers to review the multi-point inspection formIt allowed us to have more direct and fast contact with our customers no doubt, and since moving to our new location, this has been a struggle for us and many of our customersNow at our new location, our waiting room is in another building and makes it very difficult for us to have that one on one consultation time in the waiting areaThis is mainly due to us having a tremendous amount of growth, coupled with building restrictionsLater on in this letter, I will talk about a solution that is already in progress to help alleviate these types of concerns Customer Service Concern: Since moving into our new facility, we have been on a hiring "blitz" to try and staff for our new demandsWe have had about a 45% increase in the amount of customer almost overnight, and that amount of growth in a short amount of time has caused us to be very inconsistent with what our customers can expect when visiting us, Hiring new personnel always comes with challenges, but we realized that were doing our customers an injustice by not properly training our personnel to be consistent to a process in which the customer will be best taken care of By the end of this year, we will have a whole new process that will create a strong sense of consistency in the eyes of our customerWe have hired new management personnel for our Service Department, and they are in the middle of writing a new process manual that will serve two purposesThe first purpose is to train our existing employees with this manual where they will understand that this process is to be followed so as to benefit every customer every timeThe second purpose is to use the manual to train all new employees that are being hired into our organizationThere is rea ly only one goal in mind, which is to create a super consistent experience for our customers and our employees We have purchased a new software that will allow us to provide the customers with a proper explanation from our multi point inspectionsThis software will allow the technician working on the car to better explain things to the [redacted] , which will result in a stronger explanation of why, instead of "because the tech said so"This software will also allow us to better serve our customers that are not here waiting it allows us to keep in better contact throughout the day by whichever means the customer choosesSome customers only like to be contacted by either text, email, or by phoneThis will allow us to accommodate whichever form of communication the customer chooses, and our multi point forms can be emailed or texted for them to review, instead of only in our presence, I am sure this customer would agree, that if we can fix just a couple of things, we might have the opportunity to be betterCommunication and consistency are the two most crucial aspects of where we are trying to improveWe certainly appreciate the customers concerns, and do not take their complaints lightlyWe understand that the customer is not going to return to do business with us in the future, but once we have succeeded with all of our changes, I feel confident that they would approve of the changesPlease feel free to contact me directly if there are any questions, or a way that I may provide further assistance Regards, [redacted] First Texas Honda [redacted]
[redacted] This response is on ID # [redacted] First Texas Honda tries to be as transparent as possible in all our transactions with our guestsWith that in mind attached for your review are the following documents: (Please keep in mind that the scanned images are front and back of all documents Some pages will be blank as there is nothing on the backs.) Pages 1-is the general buyers order Pages 3-is the invoice for the reconditioning that we did on the vehicle before we presented the vehicle for sale Pages 9-is the Quality Inspection Check List filled out by the technician that looked over the car before we presented the vehicle for sale Pages 11-is the vehicle’s Car Fax Vehicle History Report that is available on all our vehiclesThis is not only posted on our website but available to our guests as well Pages 17-is the “No Oral Warranties Or Agreements” form signed by the customer Pages 19-is the required Buyers Guide which states that the vehicle is being sold “AS IS with No Warranty” Having stated all this we would have like to have been able to inspect and have been given knowledge of our customers concerns before they got rid of the vehicle just to see if there was anything we could have done So without having the opportunity to view the customers concerns with his vehicle, we cannot confirm or deny this complaint If you need anything else please let me know If it is not any trouble, could you please let me know that you received this email? Thanks, [redacted] First Texas Honda [redacted]
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,
*** ***
To whom it may concern,
In reference to the Revdex.com Complaint ID# ***, the customer had his car towed in on 4/29/for a no start issue (mileage at the time was ***)First Texas Honda replaced the alternator to solve the not start issueThe customer also had a complaint that the passenger
side sliding door at times would make a popping sound and will not openFirst Texas Honda was able to reproduce the customer concern onceWe performed an adjustment to the passenger side sliding door and recommend the passenger side actuator assembly replacement if it continues to occurThe parts and labor to install this,part would cost $We did not charge the customer any money to adjust the sliding door
The last time First Texas Honda replaced the oil and filter on the customer car was on 10/23/
and the mileage at the time was ***On 2/6/we performed a Multi-Point Inspection and advised the customer that the valve cover gaskets are leaking
We do apologize for any inconvenience that we may have cause and would like to refund the customer $Also we would like to perform an inspection, at no cost, of the valve cover gaskets with the customer so can verify our findings
If you have any question please let me know
*** ***
*** *** ***
***
*** ***
We removed Mr [redacted] from our system and made a request to Subaru of America to stop all communications with him, which they agreed to do. Below is the email chain with the request to Subaru and their confirmation that it is completed. Is there anything else we need to do? thank you ...
[redacted] General Manager Austin Subaru ph [redacted] email: [redacted]@austinsubaru.com
Concerning complaint # [redacted] for [redacted], I spoke with [redacted] Tuesday 9/2 she had written this letter before the windshield leak had been repaired. At this time all problems have been addressed and she happy. We discussed at length the problems and II think the main problem was...
lack of communication on our part, but I explained the process to her and she now has a better understanding of the repairs. Also assured her we would work on our processes so this doesn’t happen in the future.
Thank you,
[redacted]
Continental Collision Centers
[redacted] fax
[redacted] cell
First Texas Honda tries to be as transparent as possible in all our transactions with our guests. With that in mind attached for your review are the following documents:
(Please keep in mind that the scanned images are front and...
back of all documents. Some pages will be blank as there is nothing on the backs.)
Pages 1-2 is the general buyers order ...⇄ />
Pages 3-8 is the invoice for the reconditioning that we did on the vehicle before we presented the vehicle for sale.
Pages 9-10 is the Quality Inspection Check List filled out by the technician that looked over the car before we presented the vehicle for sale.
Pages 11-16 is the vehicle’s Car Fax Vehicle History Report that is available on all our vehicles. This is not only posted on our website but available to our guests as well.
Pages 17-18 is the “No Oral Warranties Or Agreements” form signed by the customer.
Pages 19-20 is the required Buyers Guide which states that the vehicle is being sold “AS IS with No Warranty”
Having stated all this we would have like to have been able to inspect and have been given knowledge of our customers concerns before they got rid of the vehicle just to see if there was anything we could have done.
So without having the opportunity to view the customers concerns with his vehicle, we cannot confirm or deny this complaint.
If you need anything else please let me know. If it is not any trouble, could you please let me know that you received this email?
To whom it may concern, 10-6-14
The purpose of this correspondence is to answer to the complaint of a customer of First Texas Honda to the Revdex.com. (IN [redacted])
Service Worksheet Concern:
After reading the customers concerns and complaints, I can see where the customer is coming...
from. When we were at our old location on Koenig Lane, things were very different than they are now in our new location. On Koenig, we had a large waiting room that was right by our service advisors which made it possible for them to easily go and talk to their customers to review the multi-point inspection form. It allowed us to have more direct and fast contact with our customers no doubt, and since moving to our new location, this has been a struggle for us and many of our customers. Now at our new location, our waiting room is in another building and makes it very difficult for us to have that one on one consultation time in the waiting area. This is mainly due to us having a tremendous amount of growth, coupled with building restrictions. Later on in this letter, I will talk about a solution that is already in progress to help alleviate these types of concerns.
Customer Service Concern:
Since moving into our new facility, we have been on a hiring "blitz" to try and staff for our new demands. We have had about a 45% increase in the amount of customer almost overnight, and that amount of growth in a short amount of time has caused us to be very inconsistent with what our customers can expect when visiting us, Hiring new personnel always comes with challenges, but we realized that were doing our customers an injustice by not properly training our personnel to be consistent to a process in which the customer will be best taken care of.
By the end of this year, we will have a whole new process that will create a strong sense of consistency in the eyes of our customer. We have hired new management personnel for our Service Department, and they are in the middle of writing a new process manual that will serve two purposes. The first purpose is to train our existing employees with this manual where they will understand that this process is to be followed so as to benefit every customer every time. The second purpose is to use the manual to train all new employees that are being hired into our organization. There is rea ly only one goal in mind, which is to create a super consistent experience for our customers and our employees.
We have purchased a new software that will allow us to provide the customers with a proper explanation from our multi point inspections. This software will allow the technician working on the car to better explain things to the [redacted], which will result in a stronger explanation of why, instead of "because the tech said so". This software will also allow us to better serve our customers that are not here waiting it allows us to keep in better contact throughout the day by whichever means the customer chooses. Some customers only like to be contacted by either text, email, or by phone. This will allow us to accommodate whichever form of communication the customer chooses, and our multi point forms can be emailed or texted for them to review, instead of only in our presence,
I am sure this customer would agree, that if we can fix just a couple of things, we might have the opportunity to be better. Communication and consistency are the two most crucial aspects of where we are trying to improve. We certainly appreciate the customers concerns, and do not take their complaints lightly. We understand that the customer is not going to return to do business with us in the future, but once we have succeeded with all of our changes, I feel confident that they would approve of the changes. Please feel free to contact me directly if there are any questions, or a way that I may provide further assistance.
Regards,
[redacted]
First Texas Honda
[redacted]
We removed Mr [redacted] from our system and made a request to Subaru of America to stop all communications with him, which they agreed to doBelow is the email chain with the request to Subaru and their confirmation that it is completedIs there anything else we need to do? thank you [redacted] General Manager Austin Subaru ph [redacted] email: [redacted] @austinsubaru.com
To whom it may concern, 10-6- The purpose of this correspondence is to answer to the complaint of a customer of First Texas Honda to the Revdex.com(IN [redacted] ) Service Worksheet Concern: After reading the customers concerns and complaints, I can see where the customer is coming fromWhen we were at our old location on Koenig Lane, things were very different than they are now in our new locationOn Koenig, we had a large waiting room that was right by our service advisors which made it possible for them to easily go and talk to their customers to review the multi-point inspection formIt allowed us to have more direct and fast contact with our customers no doubt, and since moving to our new location, this has been a struggle for us and many of our customersNow at our new location, our waiting room is in another building and makes it very difficult for us to have that one on one consultation time in the waiting areaThis is mainly due to us having a tremendous amount of growth, coupled with building restrictionsLater on in this letter, I will talk about a solution that is already in progress to help alleviate these types of concerns Customer Service Concern: Since moving into our new facility, we have been on a hiring "blitz" to try and staff for our new demandsWe have had about a 45% increase in the amount of customer almost overnight, and that amount of growth in a short amount of time has caused us to be very inconsistent with what our customers can expect when visiting us, Hiring new personnel always comes with challenges, but we realized that were doing our customers an injustice by not properly training our personnel to be consistent to a process in which the customer will be best taken care of By the end of this year, we will have a whole new process that will create a strong sense of consistency in the eyes of our customerWe have hired new management personnel for our Service Department, and they are in the middle of writing a new process manual that will serve two purposesThe first purpose is to train our existing employees with this manual where they will understand that this process is to be followed so as to benefit every customer every timeThe second purpose is to use the manual to train all new employees that are being hired into our organizationThere is rea ly only one goal in mind, which is to create a super consistent experience for our customers and our employees We have purchased a new software that will allow us to provide the customers with a proper explanation from our multi point inspectionsThis software will allow the technician working on the car to better explain things to the [redacted] , which will result in a stronger explanation of why, instead of "because the tech said so"This software will also allow us to better serve our customers that are not here waiting it allows us to keep in better contact throughout the day by whichever means the customer choosesSome customers only like to be contacted by either text, email, or by phoneThis will allow us to accommodate whichever form of communication the customer chooses, and our multi point forms can be emailed or texted for them to review, instead of only in our presence, I am sure this customer would agree, that if we can fix just a couple of things, we might have the opportunity to be betterCommunication and consistency are the two most crucial aspects of where we are trying to improveWe certainly appreciate the customers concerns, and do not take their complaints lightlyWe understand that the customer is not going to return to do business with us in the future, but once we have succeeded with all of our changes, I feel confident that they would approve of the changesPlease feel free to contact me directly if there are any questions, or a way that I may provide further assistance Regards, [redacted] First Texas Honda [redacted]
[redacted] This response is on ID # [redacted] First Texas Honda tries to be as transparent as possible in all our transactions with our guestsWith that in mind attached for your review are the following documents: (Please keep in mind that the scanned images are front and back of all documents Some pages will be blank as there is nothing on the backs.) Pages 1-is the general buyers order Pages 3-is the invoice for the reconditioning that we did on the vehicle before we presented the vehicle for sale Pages 9-is the Quality Inspection Check List filled out by the technician that looked over the car before we presented the vehicle for sale Pages 11-is the vehicle’s Car Fax Vehicle History Report that is available on all our vehiclesThis is not only posted on our website but available to our guests as well Pages 17-is the “No Oral Warranties Or Agreements” form signed by the customer Pages 19-is the required Buyers Guide which states that the vehicle is being sold “AS IS with No Warranty” Having stated all this we would have like to have been able to inspect and have been given knowledge of our customers concerns before they got rid of the vehicle just to see if there was anything we could have done So without having the opportunity to view the customers concerns with his vehicle, we cannot confirm or deny this complaint If you need anything else please let me know If it is not any trouble, could you please let me know that you received this email? Thanks, [redacted] First Texas Honda [redacted]
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,
*** ***
To whom it may concern,
In reference to the Revdex.com Complaint ID# ***, the customer had his car towed in on 4/29/for a no start issue (mileage at the time was ***)First Texas Honda replaced the alternator to solve the not start issueThe customer also had a complaint that the passenger
side sliding door at times would make a popping sound and will not openFirst Texas Honda was able to reproduce the customer concern onceWe performed an adjustment to the passenger side sliding door and recommend the passenger side actuator assembly replacement if it continues to occurThe parts and labor to install this,part would cost $We did not charge the customer any money to adjust the sliding door
The last time First Texas Honda replaced the oil and filter on the customer car was on 10/23/
and the mileage at the time was ***On 2/6/we performed a Multi-Point Inspection and advised the customer that the valve cover gaskets are leaking
We do apologize for any inconvenience that we may have cause and would like to refund the customer $Also we would like to perform an inspection, at no cost, of the valve cover gaskets with the customer so can verify our findings
If you have any question please let me know
*** ***
*** *** ***
***
*** ***
We removed Mr [redacted] from our system and made a request to Subaru of America to stop all communications with him, which they agreed to do. Below is the email chain with the request to Subaru and their confirmation that it is completed. Is there anything else we need to do? thank you ...
[redacted] General Manager Austin Subaru ph [redacted] email: [redacted]@austinsubaru.com
Concerning complaint # [redacted] for [redacted], I spoke with [redacted] Tuesday 9/2 she had written this letter before the windshield leak had been repaired. At this time all problems have been addressed and she happy. We discussed at length the problems and II think the main problem was...
lack of communication on our part, but I explained the process to her and she now has a better understanding of the repairs. Also assured her we would work on our processes so this doesn’t happen in the future.
Thank you,
[redacted]
Continental Collision Centers
[redacted] fax
[redacted] cell
[redacted]
This response is on ID # [redacted]
First Texas Honda tries to be as transparent as possible in all our transactions with our guests. With that in mind attached for your review are the following documents:
(Please keep in mind that the scanned images are front and...
back of all documents. Some pages will be blank as there is nothing on the backs.)
Pages 1-2 is the general buyers order ...⇄ />
Pages 3-8 is the invoice for the reconditioning that we did on the vehicle before we presented the vehicle for sale.
Pages 9-10 is the Quality Inspection Check List filled out by the technician that looked over the car before we presented the vehicle for sale.
Pages 11-16 is the vehicle’s Car Fax Vehicle History Report that is available on all our vehicles. This is not only posted on our website but available to our guests as well.
Pages 17-18 is the “No Oral Warranties Or Agreements” form signed by the customer.
Pages 19-20 is the required Buyers Guide which states that the vehicle is being sold “AS IS with No Warranty”
Having stated all this we would have like to have been able to inspect and have been given knowledge of our customers concerns before they got rid of the vehicle just to see if there was anything we could have done.
So without having the opportunity to view the customers concerns with his vehicle, we cannot confirm or deny this complaint.
If you need anything else please let me know. If it is not any trouble, could you please let me know that you received this email?
Thanks,
[redacted]
First Texas Honda
[redacted]
To whom it may concern, 10-6-14
The purpose of this correspondence is to answer to the complaint of a customer of First Texas Honda to the Revdex.com. (IN [redacted])
Service Worksheet Concern:
After reading the customers concerns and complaints, I can see where the customer is coming...
from. When we were at our old location on Koenig Lane, things were very different than they are now in our new location. On Koenig, we had a large waiting room that was right by our service advisors which made it possible for them to easily go and talk to their customers to review the multi-point inspection form. It allowed us to have more direct and fast contact with our customers no doubt, and since moving to our new location, this has been a struggle for us and many of our customers. Now at our new location, our waiting room is in another building and makes it very difficult for us to have that one on one consultation time in the waiting area. This is mainly due to us having a tremendous amount of growth, coupled with building restrictions. Later on in this letter, I will talk about a solution that is already in progress to help alleviate these types of concerns.
Customer Service Concern:
Since moving into our new facility, we have been on a hiring "blitz" to try and staff for our new demands. We have had about a 45% increase in the amount of customer almost overnight, and that amount of growth in a short amount of time has caused us to be very inconsistent with what our customers can expect when visiting us, Hiring new personnel always comes with challenges, but we realized that were doing our customers an injustice by not properly training our personnel to be consistent to a process in which the customer will be best taken care of.
By the end of this year, we will have a whole new process that will create a strong sense of consistency in the eyes of our customer. We have hired new management personnel for our Service Department, and they are in the middle of writing a new process manual that will serve two purposes. The first purpose is to train our existing employees with this manual where they will understand that this process is to be followed so as to benefit every customer every time. The second purpose is to use the manual to train all new employees that are being hired into our organization. There is rea ly only one goal in mind, which is to create a super consistent experience for our customers and our employees.
We have purchased a new software that will allow us to provide the customers with a proper explanation from our multi point inspections. This software will allow the technician working on the car to better explain things to the [redacted], which will result in a stronger explanation of why, instead of "because the tech said so". This software will also allow us to better serve our customers that are not here waiting it allows us to keep in better contact throughout the day by whichever means the customer chooses. Some customers only like to be contacted by either text, email, or by phone. This will allow us to accommodate whichever form of communication the customer chooses, and our multi point forms can be emailed or texted for them to review, instead of only in our presence,
I am sure this customer would agree, that if we can fix just a couple of things, we might have the opportunity to be better. Communication and consistency are the two most crucial aspects of where we are trying to improve. We certainly appreciate the customers concerns, and do not take their complaints lightly. We understand that the customer is not going to return to do business with us in the future, but once we have succeeded with all of our changes, I feel confident that they would approve of the changes. Please feel free to contact me directly if there are any questions, or a way that I may provide further assistance.
Regards,
[redacted]
First Texas Honda
[redacted]