Friendly Honda

With regard to your request to be reimbursed for a diagnostic test you did not ask for, I reviewed the repair order that you signed for repairs on your vehicle of which you had concerns CD player not working-check and adviseNo issue foundNo Charge Perform free multi point inspectionNo Charge Drivers airbag inflatorWarranty Passenger airbag inflatorWarranty Customer states, feels like car is going to stall, check and adviseTechnician states that vehicle needs an sensor, EGR port cleaning, CVS valve and cannisterDiagnostic charge $plus tax After reviewing your situation, I would be happy to credit you the diagnostic fee towards the repairs we complete that were recommended for your vehicle Sincerely, [redacted] General Manager

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 me and the matter has been resolved Sincerely, [redacted]

As per American Honda, we addressed her situation as presented Once she made it clear to us that she would like a replacement vehicle we immediately put her into a loaner vehicle

We apologize for the level of customer service received and take all comments mentioned very seriously and will be looking to improve our processes. We did address many of the customers issues; the fan, SRS light and front bumper and since we were not able to confirm the tire leak we did
change this tire out for a new one. In addition, we detailed the Civic after we found out the vehicle was not washed. Also, we did try to get the customer into a vehicle with less miles but were unable to base on factors outside of our control

As per American Honda, we addressed her situation as presented.  Once she made it clear to us that she would like a replacement vehicle we immediately put her into a loaner vehicle.

With regard to your request to be reimbursed for a diagnostic test you did not ask for, I reviewed the repair order that you signed for repairs on your vehicle of which you had 5 concerns.
1.      CD player not working-check and advise. No issue found. No...

Charge
2.      Perform free multi point inspection. No Charge
3.      Drivers airbag inflator. Warranty
4.      Passenger airbag inflator. Warranty
5.      Customer states, feels like car is going to stall, check and advise. Technician states that vehicle needs an 02 sensor, EGR port cleaning, CVS valve and cannister. Diagnostic charge $65.00 plus tax
     
After reviewing your situation, I would be happy to credit you the diagnostic fee towards the repairs we complete that were recommended for your vehicle.
 
 
 
Sincerely,
[redacted]
General Manager

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 me and the matter has been resolved.
Sincerely,
[redacted]

Review: On April **, 2014, I had taken my 2013 Honda Civic to Friendly Honda for an oil leak. At that time I told them I wanted an oil change and a tire rotation. My car was there for two days and I picked it up on April **, 2014 after 1:30pm. I had noticed on April **, 2014 that my tires were not rotated and I also when I back my car out I had oil all over my basement floor. I called Friendly honda immediatedly and complained. When I mention to them that the tires were not rotated ( service that was paid for) they said that the tech said the tires did not need to be rotated ( nothing was said to me). Also with my oil leak, they told me to bring the car back out that day April **,2014. This was not only a big inconvience to me since this was my day off and I lived 45 minutes away. I spoke with the [redacted] who ensure me that I would be taken care. My concern is how many other people are being ripped off and does not realize this??? This is very poor business practice.Also spoke with [redacted] and [redacted] who I brought the car from. I had many complaints including the fact that my husband took car out for inspection in FEB 2014 and then had to turn around because they did not punch out the inspection sticker. Also he was "supposely" to have his SUV align, never got the printout sheet but paid for this service. Now we are actually wondering was this service perform after he had the snow tires taken off in April 2014. Not only that I get in my car after service work is done, my seats and mats have grease stains on them. Front of my hood had oil on it. Yes the work we done on April **, 2014. This is time and inconvience to me which is totally wrong.Desired Settlement: I feel for the inconvience that I had to go thur, Friendly Honda should be offering a free service or some thing like a set of free tires. This was a big inconvience to me. My husband and myself have totally lost trust in Friendly honda and they need to do right. I myself spoke with [redacted] who is in charge and all he did was offer me his card to ensure that the next time my car went in for service that he would personally "babysit" my car to ensure that things are done. Also I did not APPRECIATE the way [redacted] spoke with me that " my husband an I will go now around an bad mouth Friendly Honda". This was totally acceptable on his part to say that. [redacted] also stated he did not feel I was ripped off, well I was until I had to go back and get the problem fixed.

I truly feel Friendly Honda does not care for there customers. They are getting too big and too busy!!!

Business

Response:

Mid-Hudson Dispute Services

On April **, 2014 [redacted] brought her automobile in for an oil leak. [redacted] purchased a maintenance agreement that included tire rotations. With this repair, [redacted] did request a tire rotation. Based upon the technicians inspection of the tires, it was his professional opinion to not rotate the tires at this time due to the current wear pattern of the tires. I explained this to [redacted] and offered to rotate the tires anyway. [redacted] accepted our explanation and has decided to wait for the tire rotation.

After [redacted] notified us the vehicle was still leaking oil, we offered to pick her vehicle up at her house and supply her with a loaner car. [redacted] decided to drive the car to the dealership herself, but did utilize our service loaner car. I apologize if there were grease or oil marks on the car. If we were aware of this, it would have been cleaned immediately. We very recently installed a state-of-the-art car wash and now offer a car wash to our service customers. When we were notified of the grease marks, we offered to clean the car; however, the car was already cleaned. We did perform an interior vacuum.

Friendly Honda has worked very hard for many years to earn the reputation of being an honest, caring and dependable dealership. I asked [redacted] if there was one specific [redacted] she would like to work with exclusively and she said it did not matter. That is why I personally offered to make sure that when her car was in for service that it was repaired to her utmost satisfaction. [redacted] mentioned that she had conversations with her neighbors/friends criticizing Friendly Honda and I considered my offer to handle her vehicle as an opportunity to make sure every visit was perfect.

Based on this most recent visit, I feel Friendly Honda has tried to satisfy this customer in all areas and the suggestion of a free set of tires has no correlation to any issue [redacted] has faced.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

This is totally untrue. The service guy did not come to me at ALL. My complaint is I brought my car in for an oil leak and ask for an oil change an a tire rotation. They DID NOT DO the tire rotation. Not one person camed to asked me OR CALLED ME about the tires. It was discovered on April [redacted] once I got home that the tires were not rotated. On the morning of April [redacted], I discovered that my car was still leaking oil. I then called Friendly honda and they told me to bring the car out, never once did they mention they would come a get my car until I was on my way out there. I did get a loaner car.

I paid to have my tires rotated and the service did not get perform until after I complain AND I HAD TO BRING MY CAR BACK OUT. Question is how many customers asked for a specific service an it not performed and they are not aware of it?

Not only that I had to bring my car back out for the oil leak 3 TIMES! IF I DID NOT NOTICED MY TIRES WERE NOT ROTATED AND I PAID FOR THIS SERVICE AND IT WAS NOT DONE - THAT IS RIPPING THE CUSTOMERS OFF.. AGAIN THIS SERVICE WAS PERFORMED AFTER I HAD TO BRING MY CAR BACK OUT FOR THE SECOND TIME. FOR THE INCONVIENCE AND TIME I FEEL THAT FRIENDLY HONDA SHOULD PROVIDE ME WITH SOME FREE SERVICE. I DID NOT SPECFICCALLY ASKED FOR FREE TIRES. ALSO SINCE I HAD SERVICE DONE AT FRIENDLY HONDA - WHERE IS MY SURVEY THAT YOU TOLD ME THAT I WOULD GET AND IT NOW MAY *, 2014. FRIENDLY HONDA - YOU NEED TO BE HONEST TO YOUR CUSTOMERS AND TO MY RESPONSE.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Friendly Honda will issue a credit for a tire rotation. We will contact the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,