Hanover Honda

December 18, 2015With regard to the oil pan portion of [redacted] ***'s letter, while we agree that the situation could have been resolved faster and in a more professional matter, the vehicle has been repaired at no cost to the customer and we provided a rental vehicle at no cost to the customer as well.When the vehicle returned for the "new noise" issue, we again provided a rental vehicle at no cost to the customerThe noise was diagnosed as an exhaust leakThe leak is in the flex joint of an exhaust pipe that begins at the exhaust manifolds and continues about 2/of the way back the vehicle to an exhaust flangeIt includes the flex joint, which is designed to allow movement in the pipe, and the catalytic converterThe estimate to replace the pipe is $950.While the customer believes we caused the exhaust leak, we must respectfully disagreeThe vehicle, a [redacted] with 158,miles, was here for an engine oil change and we repaired the engine oil pan drain boltThat service and repair is not related to the exhaust systemWhile it is an unfortunate circumstance that the customer feels we caused the exhaust leak, they must be advised that various vehicle systems may fail or work less efficiently as their vehicle ages.An option to replacing the entire pipe would be just replacing the flex joint area that is leakingThe flex joint could be cut out and a new flex joint welded inWe do not do that type of exhaust work hereWe would be willing to work with the customer on the price of the pipe, or arranging to have the flex joint replaced.If the customer would like our assistance with the repair of the exhaust leak, be it the whole pipe or just the flex joint, they can reach me at ###-###-####.Respectfully,Kari THanover Automotive Group Parts & Service Management

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: We spoke with several mechanics who all agreed they may have cracked the flex pipe while trying to fix the original oil pan after stripping the threads on the plugWe also had another mechanic look at the flex pipe for possible options and welding a new flex pipe is not an option for our vanThere is not enough room, which I was shown, to take that portion out and put a new pipe in Regards, [redacted] ***

December 18, 2015With regard to the oil pan portion of [redacted] ***'s letter, while we agree that the situation could have been resolved faster and in a more professional matter, the vehicle has been repaired at no cost to the customer and we provided a rental vehicle at no cost to the customer as well.When the vehicle returned for the "new noise" issue, we again provided a rental vehicle at no cost to the customerThe noise was diagnosed as an exhaust leakThe leak is in the flex joint of an exhaust pipe that begins at the exhaust manifolds and continues about 2/of the way back the vehicle to an exhaust flangeIt includes the flex joint, which is designed to allow movement in the pipe, and the catalytic converterThe estimate to replace the pipe is $950.While the customer believes we caused the exhaust leak, we must respectfully disagreeThe vehicle, a [redacted] with 158,miles, was here for an engine oil change and we repaired the engine oil pan drain boltThat service and repair is not related to the exhaust systemWhile it is an unfortunate circumstance that the customer feels we caused the exhaust leak, they must be advised that various vehicle systems may fail or work less efficiently as their vehicle agesAn option to replacing the entire pipe would be just replacing the flex joint area that is leakingThe flex joint could be cut out and a new flex joint welded inWe do not do that type of exhaust work hereWe would be willing to work with the customer on the price of the pipe, or arranging to have the flex joint replacedIf the customer would like our assistance with the repair of the exhaust leak, be it the whole pipe or just the flex joint, they can reach me at ###-###-####Respectfully, Kari T Hanover Automotive Group Parts & Service Management

Thank you for bringing this to our attentionOur customers are very important to usI have reviewed the information and found the following:March 31, The customer complained of a leak in the LH front tireWe could not verify a leak at this time, and did not attempt a repairWe did not
charge the customer for the Technicians time to attempt to diagnose the leak.September 20, the customer returned for an Oil and Filter changeThe customer did not mention a tire leak at this time.October 1, the customer returned for replacement of tiresThe customer did not mention a leak in a tire at this timeThe Repair Order stating to replace tires has the customer’s signature on itThe Technician replaced the rear tiresWhile performing the tire replacement the Technician encountered a lug nut that was very difficult to remove from the studWe recommended to replace the lug nut and lug studThe customer was contacted and approved the repairWe replaced the rear tires, lug nut, lug stud, and returned the vehicle to the customer.March 24, the customer returned for an Oil and Filter change, Passenger side airbag inflator recall, and a Free Pa State InspectionI reviewed the Repair Order and interviewed the Technician from this visitI don't see any evidence of a windshield replacement or a thermostat replacementPossibly these were performed at another Service CenterI do not see a recommendation of a strut or a ball joint and the vehicle did pass the Pa State InspectionWe affixed State Sticker # *** *** to the windshield of the vehicleI also do not see any evidence of anyone being pressured to purchase any additional serviceWe recommend a few maintenances based on mileage and an alignment based on tire wear.I attempted to contact the customer on 4/26/and 4/27/I left a message and asked that he return my callOur relationship with our customers is very important to us and I’m certain we could come to an agreement that would be agreeable for both parties.Please feel free to contact if I can be of any further assistance.Thank you,George L Fixed Operations Director

Thank you for bringing this to our attention. Our customers are very important to us. The vehicle in question is a 1994 [redacted] VIN: [redacted]. The customer brought the vehicle to our dealership with the following service requests. A Pa State Inspection, Pa State Emissions test,...

and a concern of the air conditioning not working. We performed the Pa State Inspection and the vehicle required the rear brake rotors and a motor mount to pass the Pa State Inspection. Our Technician diagnosed the AC system not working and found a faulty AC Compressor. We contacted the customer with an estimate and got approval to perform the needed and recommended repairs. The Technician performed the repairs and we returned the vehicle the customer. Several days later the vehicle developed a noise and the customer returned to have it diagnosed. The Technician found the Blower motor assembly located inside the vehicle was making noise. Although this repair was not connected to the previous repairs we decided to perform the labor for free if the customer would purchase the part. The vehicle is 22 years old and will have additional issues in the future characteristic of older vehicles.Concern #1 : The condition that was described as the “engine shaking” was a pre-existing condition that another service center had performed a repair and was masking the issue. The concern wasn’t evident when the vehicle was in our service center.Concern #2 : The Service Advisor that assisted the customer on this transaction decided to make a career change and resigned his position. His leaving has nothing to do with this concern.While we sympathize with the customer we cannot find any fault with the service we performed or the manner we conducted ourselves while performing the transaction. Please feel free to contact me in the future if I can be of any further assistance.Thank you,George L

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: We spoke with several mechanics who all agreed they may have cracked the flex pipe while trying to fix the original oil pan after stripping the threads on the plug. We also had another mechanic look at the flex pipe for possible options and welding a new flex pipe is not an option for our van. There is not enough room, which I was shown, to take that portion out and put a new pipe in. 
Regards,
[redacted]

December 18, 2015With regard to the oil pan portion of [redacted]'s letter, while we agree that the situation could have been resolved faster and in a more professional matter, the vehicle has been repaired at no cost to the customer and we provided a rental vehicle at no cost to the customer as...

well.When the vehicle returned for the "new noise" issue, we again provided a rental vehicle at no cost to the customer. The noise was diagnosed as an exhaust leak. The leak is in the flex joint of an exhaust pipe that begins at the exhaust manifolds and continues about 2/3 of the way back the vehicle to an exhaust flange. It includes the flex joint, which is designed to allow movement in the pipe, and the catalytic converter. The estimate to replace the pipe is $950.While the customer believes we caused the exhaust leak, we must respectfully disagree. The vehicle, a 1998 [redacted] with 158,000 miles, was here for an engine oil change and we repaired the engine oil pan drain bolt. That service and repair is not related to the exhaust system. While it is an unfortunate circumstance that the customer feels we caused the exhaust leak, they must be advised that various vehicle systems may fail or work less efficiently as their vehicle ages.An option to replacing the entire pipe would be just replacing the flex joint area that is leaking. The flex joint could be cut out and a new flex joint welded in. We do not do that type of exhaust work here. We would be willing to work with the customer on the price of the pipe, or arranging to have the flex joint replaced.If the customer would like our assistance with the repair of the exhaust leak, be it the whole pipe or just the flex joint, they can reach me at ###-###-####.Respectfully,Kari T. Hanover Automotive Group Parts & Service Management

December 18, 2015With regard to the oil pan portion of [redacted]'s letter, while we agree that the situation could have been resolved faster and in a more professional matter, the vehicle has been repaired at no cost to the customer and we provided a rental vehicle at no cost to the...

customer as well.When the vehicle returned for the "new noise" issue, we again provided a rental vehicle at no cost to the customer. The noise was diagnosed as an exhaust leak. The leak is in the flex joint of an exhaust pipe that begins at the exhaust manifolds and continues about 2/3 of the way back the vehicle to an exhaust flange. It includes the flex joint, which is designed to allow movement in the pipe, and the catalytic converter. The estimate to replace the pipe is $950.While the customer believes we caused the exhaust leak, we must respectfully disagree. The vehicle, a 1998 [redacted] with 158,000 miles, was here for an engine oil change and we repaired the engine oil pan drain bolt. That service and repair is not related to the exhaust system. While it is an unfortunate circumstance that the customer feels we caused the exhaust leak, they must be advised that various vehicle systems may fail or work less efficiently as their vehicle ages.
An option to replacing the entire pipe would be just replacing the flex joint area that is leaking. The flex joint could be cut out and a new flex joint welded in. We do not do that type of exhaust work here. We would be willing to work with the customer on the price of the pipe, or arranging to have the flex joint replaced.
If the customer would like our assistance with the repair of the exhaust leak, be it the whole pipe or just the flex joint, they can reach me at ###-###-####.
Respectfully,
Kari T.
Hanover Automotive Group Parts & Service Management