Honda of Milford

On Friday January 25th, 2019 I brought my *** in for service to Courtney Honda, located on ***. The reason I brought the vehicle in was because my rear driver side sliding door was not closing electronically and required that I close it manually. During my discussion with the service advisor Bob W, I offered to go outside with him and show him what the issue was. He informed me that he was aware of the problem and that it would most likely be a worn roll kit that have been known to wear down and fail. From my conversation with Bob he seemed convinced that he knew what the problem was. Shortly after I left the dealership, Bob called me back and explained that the technician opened the door and that the roll kit was worn and needed to be replaced. He asked that I let him know as soon as possible what I wanted to do as the door was opened. I told Bob I would call him back and needed some time to think about it. Shortly after our conversation I told Bob to fix the door as discussed and he said it would take a few hours. Later that same day, Bob informed me that the car was done and I went in with my wife to pick it up. When I got to the dealership and spoke with Bob, I presented a 10% off coupon that I received in the mail from ***. Bob took the coupon and walked with me to the cashier so I could pay the bill, which I did using my ***.
After paying the bill, I went outside to get the car and was informed by my wife that the door was still not working. I went inside and spoke to Bob who immediately came outside to check it. When I opened the door and tried to shut it, he immediately realized that they fixed the wrong door, and he went inside to check his records.
I waited outside for Bob and eventually went in to speak with him about it. He informed me that they had listed that it was the passenger door that needed to be fixed, to which I replied that was incorrect and that the passenger door never had a problem and should not have been repaired. Before leaving I told Bob about my disappointment and expressed my frustration with the mix up. I explained to him that something needed to be done to rectify the situation because I had just paid $692.50 to repair a problem I didn’t have and that the problem I did have was not resolved. Bob stated that he couldn’t do anything about it, but that he would have his manager call me on Tuesday January 29th. I agreed to wait to hear from the manager Craig J.
On Tuesday I did not hear from anyone at Courtney Honda so I called and asked to speak with the service manager. I was transferred to the assistant manager who quickly told me I needed to speak with Craig and transferred me over. When I spoke with Craig I was told it was my fault because I told them it was the passenger door and that I would lose in court if I tried to sue them. This made me furious as I was never thinking about suing them and was merely looking for a comprised resolution to figure out what to do. I still needed the correct door fixed and Courtney Honda fixed a problem that did not exist. Craig and I had a heated discussion during which Craig told me I needed to “take a chill pill”. I realized at that point that customer service was not a strong point of Courtney Honda and that I wasn’t getting anywhere. I informed Craig that they needed to do something to provide me with a resolution and that I needed to have the correct door repaired and that I should not have to pay twice. Craig said he would speak with the general manager and owner to see what could be done, and he would call me back.
Eventually, Bob W called me back and offered a compromise solution. He said Courtney Honda would be willing to install the part in the correct door, and they asked that I pay for the part + 1 hour labor and they would cover the rest. While I still felt this wasn’t fair, I did accept it so we could move on. We scheduled a time to have the door repaired on February 13th, 2019.
On February 13th I brought the car back in and spoke with Bob. He typed up the repair order and said he would call me to let me know what they find. When Bob called me he informed me that the car was fixed and that it was a sensor that was not working properly. The cost would be $127.62. When I picked up the car I explained to Bob that we had agreed to a reduced rate to repair the correct door. He informed me that the agreement didn’t apply because it was a different problem. I explained that this didn’t make any sense and that Courtney Honda still owed me a resolution and asked to discuss with the manager. Bob told me the manager was busy and he would have to call me back. He also said that they offered me 10% off the prior repair as a way to make it right. This was a bold face lie, as I brought a coupon in which was completely unrelated.
Unfortunately Courtney Honda still has not resolved this problem and from my perspective owes me some sort of resolution. I do not think I should have to pay the $692.50 for the repair on the rear passenger sliding door. From my perspective, Courtney Honda and Bob were convinced of the problem before they did the repair and did not perform any diagnostics to confirm that there was a problem. If they had merely tried to open and close the doors they would have realized that the driver side door had the problem, not the passenger side door. If Bob had walked out with me as I requested when I first dropped the car off, he would have realized which door it was. For them to accuse me of telling them the wrong door is absurd as a simple check would have shown them which door had the issue. In addition, if Bob had taken me up on my offer to show him the problem he would have realized which door it was. Finally, as they continue to lie to me about offering a discount or providing a discount it is clear they are not willing to accept any responsibility or provide any sort of resolution. I was more than willing to accept some responsibility for this. I could have more thoroughly reviewed the paperwork and should have insisted that Bob walk outside with me to see the door. Unfortunately, I did not. I thought we had an agreement to split the cost of the correct door, but I am now extremely frustrated that they reneged on that offer. I am now requesting that Courtney Honda refund me the full amount of $692.50 for the incorrect repair and take complete responsibility. Unfortunately this dealership and service center is dishonest and does not properly take care of customers or service their cars correctly. This could have easily been resolved between Courtney Honda and me, however it is beyond that now and will require additional action.
I appreciate your consideration in this matter and look forward to your reply.
Sincerely

On April 25, 2018, the salesman at Courtney Honda took a deposit of $500.00 from me on a ***; He assured me at the time the deposit would lock in the price but would be refundable if the purchase did not work out. When I returned on April 28 with my wife, we decided against buying the car, when it became clear that not having a *** address, we'd be unable to register the car there. The salesman assured us we would get the deposit back, but that no one in the office that day was able to process the refund (this was on a Saturday). He assured me he would process the refund first thing Monday morning. I have received no refund on the deposit.

My ex-husband was interested in purchasing a vehicle at Courtney ***. He found a *** that he wanted to purchase. He spoke with the sales woman and handed her a refundable deposit. Deborah ( sales associate) had agreed to make some improvements to the car in order for the purchase to be made. My ex-husband was supposed to pick up this car on Saturday, October 21, 2017. He received a phone call from Deborah stating that the dealership did not have the title and they would not be able to sell the car to him on Saturday. *** was very upset and decided not to buy the car at this time. He requested his deposit back. Courtney *** has not given him the deposit back and insists that the money was spend on improvements to the car for ***'s purchase. *** did not buy the car and it will be sold to someone else. He did not benefit from the changes and he could not buy the car as requested on Saturday October 21, 2017. He should receive his $500 deposit back. I have sent multiple emails and have been told that the money would not be refunded.