Honda of Fife

Unfortunately, since we were not afforded the chance to examine the vehicle we cannot justify a refund for this serviceHad this customer brought the vehicle back to us we could have verified any over tighteningWhen a customer brings in their own parts and asks for a specific job to be performed, that is what we doDiagnosis of additional problems comes at an additional costAs for the survey, those are conducted at random by HondaWe do not choose who gets chosenThe customer is more than welcome to contact Honda if he wishes to file a complaint Complaint: [redacted] I am rejecting this response because: The over tightening of the oil pan was verified by Hinshaws Acura's service manager, Honda of Fife has called them and verified this alreadyFixing a job that was done improperly, as well as providing an inspection that was supposed to have been done in the first place, should be covered by any reputable companyAs for the survey, the service adviser told me that it would be emailed to me, so I guess she lied to my face.Sincerely, [redacted]

Unfortunately, since we were not afforded the chance to examine the vehicle we cannot justify a refund for this serviceHad this customer brought the vehicle back to us we could have verified any over tighteningWhen a customer brings in their own parts and asks for a specific job to be performed, that is what we doDiagnosis of additional problems comes at an additional costAs for the survey, those are conducted at random by HondaWe do not choose who gets chosenThe customer is more than welcome to contact Honda if he wishes to file a complaint

Complaint: [redacted] I am rejecting this response because: When I purchased the car I was never by Dex (who was the salesperson at the time and is now in finance) that this is a prorated or an expiring planI specifically asked if I no longer had my the vehicle would I receive my money back and was told "Yes" In August when I submitted my paperwork to Matt in Finance I again was NEVER told that this was an expiring plan or prorated Speaking with Dex in December 2016, he was adamant that I would not get my money backBut agreed that it was their error that the information on this maintenance plan was not explained correctlyIn addition I offered a counter, If they could not refund my money than provide me the equivalent amount in servicesAgain, I was told that they could not do that I would have never have purchased the plan had I know that 1) it expired, 2) It was prorated, 3) I knew that this is how HONDA treats their long term customer Sincerely, [redacted] ( [redacted] )

Mr [redacted] brought his Honda CR-V in for its first visit in Honda of Fife’s Service Department on 12/12/On the repair order, it clearly states the following on the work order line, job #1: OIL PAN GASKETCUSTOMER SUPPLIED GASKET PER REQUESTCUSTOMER SUPPLIED OIL AND FILTER AS WELLREPLACED THE OIL PAN GASKET WITH PROVIDED PART Mr [redacted] arrived at the dealership requesting to have this work done without any diagnosing of any particular problem with the oil pan gasket Mr [redacted] returned the Honda of Fife on 1/13/complaining of oil leakingThe work order clearly states the following on work order line #1: CUSTOMER STATES RECENTLY HAD OIL PAN GASKET REPLACEDSUPECT EITHER WAS NOT CLEANED UP BEFORE OR AFTEROR STILL LEAKINGWe pulled the vehicle into the shop and evaluated the vehicleWe could see that the oil pressure switch was leaking oilAt that time, no leaks found from the oil pan gasket that was requested by the customer to be replacedThe notes on the repair order state that the oil is leaking from the oil pressure switch at a high rate Mr [redacted] also took his vehicle to Hinshaw’s Acura in FifeHonda of Fife’s Service Manager spoke to the Service Manager there about MrSierra’s CR-VHe stated that upon the inspection of the vehicle, there was oil all over the oil pan and in that general areaHe also stated that the oil pressure switch was leakingHe stated that they could not be 100% sure, but thought that maybe the oil pan was over tightened and causing a leak at the oil pan gasketHe said the reason he could not be 100% is that there was so much oil in that area We would gladly welcome Mr [redacted] back into Honda of Fife to clean off the area and drive the vehicle, re-inspect the vehicle and verify if oil is leaking from the oil pan gasketThat repair has a warranty of 12,miles or year, whichever occurs firstIf we clean off the oil residue and find that the oil is leaking from the oil pressure switch only ( that is located above the oil pan gasket), Honda of Fife does not accept any responsibility as the oil pan gasket replacement was requested by the customer himself with no prior diagnosesThe leak from the oil pressure switch was not as easily visible when the oil pan gasket was replaced due to the amount of oil covering the oil pan and general areaOnce cleaned off and customer returned, the oil pressure switch was found and recommended to the customerWork requested and performed could not cause a leak from the oil pressure switch So again in closing, we would gladly welcome Mr [redacted] back to the dealership so that we can clean the excess residue of the oil leak and see if it is coming from the repair completed at Honda of Fife so that it can be repaired under warranty, or if it is not leaking from the oil pan itself and only from the oil pressure switch located just above the oil pan and gasket

There is obviously some confusion between purchasing a car and financingThis customer told us they were pre approved at BECUFor us this would have been great since BECU is one of our largest lendersWhen we submitted the application to them they declined the loanAfter working with the buyers
at the bank we were told they would only finance this loan at a much higher rate than the customer told usWhen we let this customer know this we also offered to try to get them approved at another lender and they agreedThe end result was we got them an even better rate than they thought they had originally because their score was higher on another credit bureauInstead of a thank you this customer is complainingWe do not make the approvals from the banksWe only submit the information for the approvalsThis is a case of confusion as to how the process works

I am sorry we cannot come to a resolutionA $service "on the house" seems a little excessive for the inconvenienceWe apologies for the time spent on the unrelated repair and for that I will extend a final offer of 30% off the serviceThis is the best I am willing to doI am glad we got the original work corrected and certainly don't want to lose the business but this offer is where I have to draw the lineThanks to the Revdex.com for their continued good workIn my experience these matters are best handled with a little give and take from both partiesI hope Mr*** decides to take advantage of my offer

My name is Chris W*** and I am the General Manager here at Honda of FifeI have reviewed the refund status for all three products that were cancelled and verified that the refund will show up on our next statementI have issued a check for the full refund amount back dated to July 13thThere
were some delays with the cancellation process between us and the product company.(None of which should ever be the customers problem)I left a voicemail for the customer at the number listed on this complaintAt this point it is just a matter of how to get her the checkThank you to the Revdex.com for bringing this issue to my attention as should have been done by my finance team early onWe will make the necessary adjustments to better handle these delays in the futureMy sincere apologies to Mrand Mrs*** for the frustration we have caused

I am aware of this situation and have been in contact with the customerWe are as frustrated as they are in this matterUnfortunately, because the vehicle is made by Chevrolet and we have been unable to diagnose the starting problem, we have referred the customer to *** *** which is the
closest dealer to the customerWe have agreed to pay for the repairs which is more than we are obligated to doFor clarification, there is no lemon law issue as that law only applies to new vehiclesThis car was sold AS IS but we have decided to do what we feel is the right thing by paying to have the issues fixed by the manufacturer that can best diagnose themThis is the best resolution we can offerWe sincerely hope the issue can be resolved quickly with Chevrolet so these customers can go on enjoying their car

Complaint: ***I am rejecting this response because: I have already had the repairs completed to my oil pan and oil pressure switch, and even if I had not, I would not trust Honda of Fife to complete these repairs as they missed the oil pressure switch leak and over tightened the oil pan the first time I took my vehicle inI have still not received the customer survey that I was told would be emailed to me either
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
The issues that I have experienced with the vehicle have all been addressed and are no longer presentIssues of which your technician failed to recognize during the inspection and you as a dealership refuse to take responsibility ofFirst and foremost, before you criticize my "dramatic descriptions", please know the full extent of what you are talking aboutThe way that Honda of Fife conducts business is an embarrassmentA couple hundred dollars for repairs is not of significance to me but your refusal to step up and do the right thing is disappointingFrom the moment I arrived at your dealership, I could see that it was poorly ranTechnicians "misplacing" components that supposedly got "discarded" and telephone calls, where no one knew what was going on definitely feels unprofessional and subpar to every other buyer experience that I ever hadI sincerely hope that Honda of Fife makes a better, much needed effort for improving customer relations in the futureThe best form of advertisement is through word of mouth, a few hundred dollars is not worth losing a customer for lifeI appreciate the cooperation but I will be taking my business elsewhere in the future.
Sincerely,*** ***

I have had time to review this situation with all parties involvedThis was an unfortunate case where we repaired a door lock piece under warranty and then had to do it again quite sometime laterBoth jobs were with no charge to Mr***Because the door panel had to be removed multiple times
it became distortedBecause of this we replace it at no chargeIt was recommended that the 30,mile maintenance was dueBecause of the issues with the door , Mr*** was originally offered a 10% discount off of the serviceAfter talking to the service manager, he authorized a 15% discount to keep the customer happyI feel that this is a fair resolution as I cannot justify a $gift because Mr*** was inconvenienced but we do value his business and always strive to do the best work we can to service all of our customers. Unfortunately, in the repair industry, things don't always go perfectly. When this happens we try to correct the problem the best we can. Our offer still stands to perform the 30,service at the discounted price

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

my apologies for the delayed responseI just got back from vacation and this was my 1st opportunity to respondSince we are now on to a completely different set of issues, I will address this as a separate responseThe way these issues are so dramatically described with "loud abrattles" and "uncontrollable veering" I would think this would be noted and addressed at the time of purchase after the test driveEither way, our policy on after the sale issues is very simpleIf customers give us the opportunity to inspect the car and address reasonable issues, we can then make decisions on what we can do to helpWhen we are not afforded that opportunity and customers take the repairs into their own hands we do not refund for their expensesThe vehicle purchased was years old and sold "as is"We are not offering any compensation to Mr***We try to make our customers satisfied whenever possibleI do not see a resolution in this case

Unfortunately, since we were not afforded the chance to examine the vehicle we cannot justify a refund for this serviceHad this customer brought the vehicle back to us we could have verified any over tighteningWhen a customer brings in their own parts and asks for a specific job to be performed, that is what we doDiagnosis of additional problems comes at an additional costAs for the survey, those are conducted at random by HondaWe do not choose who gets chosenThe customer is more than welcome to contact Honda if he wishes to file a complaint
Complaint: ***I am rejecting this response because: The over tightening of the oil pan was verified by Hinshaws Acura's service manager, Honda of Fife has called them and verified this alreadyFixing a job that was done improperly, as well as providing an inspection that was supposed to have been done in the first place, should be covered by any reputable companyAs for the survey, the service adviser told me that it would be emailed to me, so I guess she lied to my face.Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I wish to clarify that there is zero confusion on the terms of my agreementIf I had any doubts as to what I was agreeing to, I would not have made a $21,purchase on a vehicle that I had any uncertaintiesI am fully aware of my statements made on January 3rd, 2016 and have witness to the accounts of the sales negotiation as stated in my original complaintI never once stated that I was "pre-approved" for a loan concerning said vehicleI informed the sales man, that I previously had a loan through BECU for my previous vehicle and only wish to be dealt with by BECU as they are my leander of choiceI had originally wanted to finance through BECU myself but the salesman assured me that the process would be the same if I were to make the deal that SundayThis was my one and only condition that I had to have in order for me to finalize this dealWhen I received a phone call on the Tuesday following the sale, Jim was very confused about my current situation and could not give me a direct answer as to why I was asked to sign with another leanderI have been in both new car as well as used car sales industry for over years, I am very familiar with how the sales process works as I employ a career in the automotive industryI was made a promise that Honda of Fife could not deliver on, that is the only reason that I was forced to sign with Sound Credit UnionI do not know where the opposing party came under the impression that I was "pre-approved" for a specific interest rate when I clearly wanted to return later during the week to finalize the deal after I talk to my bankI have yet to discuss the mechanical problems that I have experienced in the time since taking delivery of the vehicleI have attached a picture of the agreement stating that I signed with BECU at an interest rate not to exceed 9.99%, signed by both myself and a Honda of Fife representative
Sincerely,*** ***

After reviewing this transaction I found out that the product purchased has a term limit of years or milesMaintenance plans are designed to save the customer money by pre paying for maintenance within a certain termThe plan is intended for the customer to actually use the maintenance
within that time frameIt is similar to other services for purchase in that if you don't use the product then you don't receive the benefitThe customer contacted us to cancel with less than month left on the program at which time there is no pro rated refund left on the contractI have reached out to the customer but have not received a return callI was told that her husband was coming in to discuss this but I have not seen himI invite either of them to come in and review their documents with me in personThank you, Chris W*** GM

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Mr. [redacted] brought his 1999 Honda CR-V in for its first visit in Honda of Fife’s Service Department on 12/12/2015. On the repair order, it clearly states the following on the work order line, job #1: OIL PAN GASKET. CUSTOMER SUPPLIED GASKET 1.8 PER REQUEST. CUSTOMER SUPPLIED OIL AND FILTER AS...

WELL. REPLACED THE OIL PAN GASKET WITH PROVIDED PART.  Mr. [redacted] arrived at the dealership requesting to have this work done without any diagnosing of any particular problem with the oil pan gasket. 
Mr. [redacted] returned the Honda of Fife on 1/13/2016 complaining of oil leaking. The work order clearly states the following on work order line #1: CUSTOMER STATES RECENTLY HAD OIL PAN GASKET REPLACED. SUPECT EITHER WAS NOT CLEANED UP BEFORE OR AFTER. OR STILL LEAKING. We pulled the vehicle into the shop and evaluated the vehicle. We could see that the oil pressure switch was leaking oil. At that time, no leaks found from the oil pan gasket that was requested by the customer to be replaced. The notes on the repair order state that the oil is leaking from the oil pressure switch at a high rate.
Mr. [redacted] also took his vehicle to Hinshaw’s Acura in Fife. Honda of Fife’s Service Manager spoke to the Service Manager there about Mr. Sierra’s CR-V. He stated that upon the inspection of the vehicle, there was oil all over the oil pan and in that general area. He also stated that the oil pressure switch was leaking. He stated that they could not be 100% sure, but thought that maybe the oil pan was over tightened and causing a leak at the oil pan gasket. He said the reason he could not be 100% is that there was so much oil in that area.
We would gladly welcome Mr. [redacted] back into Honda of Fife to clean off the area and drive the vehicle, re-inspect the vehicle and verify if oil is leaking from the oil pan gasket. That repair has a warranty of 12,000 miles or 1 year, whichever occurs first. If we clean off the oil residue and find that the oil is leaking from the oil pressure switch only ( that is located above the oil pan gasket), Honda of Fife does not accept any responsibility as the oil pan gasket replacement was requested by the customer himself with no prior diagnoses. The leak from the oil pressure switch was not as easily visible when the oil pan gasket was replaced due to the amount of oil covering the oil pan and general area. Once cleaned off and customer returned, the oil pressure switch was found and recommended to the customer. Work requested and performed could not cause a leak from the oil pressure switch.
So again in closing, we would gladly welcome Mr. [redacted] back to the dealership so that we can clean the excess residue of the oil leak and see if it is coming from the repair completed at Honda of Fife so that it can be repaired under warranty, or if it is not leaking from the oil pan itself and only from the oil pressure switch located just above the oil pan and gasket.

Unfortunately, since we were not afforded the chance to examine the vehicle we cannot justify a refund for this service. Had this customer brought the vehicle back to us we could have verified any over tightening. When a customer brings in their own parts and asks for a specific job to be performed, that is what we do. Diagnosis of additional problems comes at an additional cost. As for the survey, those are conducted at random by Honda. We do not choose who gets chosen. The customer is more than welcome to contact Honda if he wishes to file a complaint.

Complaint: [redacted]I am rejecting this response because: When I purchased the car I was never by Dex (who was the salesperson at the time and is now in finance) that this is a prorated  or an expiring plan. I specifically asked if I no longer had my the vehicle would I receive my money back and was told "Yes".  In August 2016 when I submitted my paperwork to Matt in Finance I again was NEVER told that this was an expiring plan or prorated.  Speaking with Dex in December 2016, he was adamant that I would not get my money back. But agreed that it was their error that the information on this maintenance plan was not explained correctly. In addition I offered a counter, If they could not refund my money than provide me the equivalent amount in services. Again, I was told that they could not do that.  I would have never have purchased the plan had I know that 1) it expired, 2) It was prorated, 3) I knew that this is how HONDA treats their long term customer. 
Sincerely,[redacted] ([redacted])