Honda of Watertown

Complaint: [redacted] I am rejecting this response because: We did not come to an agreement I went in with a slight click when I turned the wheel, not the full blown grinding and banging it left with I needed my car fixed as it should not have been driven like that so unfortunately I paid [redacted] to replace the axleAfter the work was complete, I picked my car up again (for the third time) and drove it off the lot (with my child in the back seat) only to find out that there was still grinding and banging coming from the front end! I brought my car to a different shop the next morning and the car was diagnosed as having the front right axle improperly installed and a loose motor mount that had failed to be re-tightenedThe tech verified that loosening the motor mount is part of the procedure to replace the alternator (which [redacted] had just done days prior) The axle was not able to be salvaged as it was improperly installed by [redacted] so I had to buy another axle, and the motor mount was tightened and the vehicle driven extensively to verify that the motor mount had not come loose on its ownIt is also a possibility that the axle wasn't even the correct axle for my make and model vehicle, as it was significantly different from the axle that the second shop installed [redacted] didn't even replace the cotter key on the axle nut that keeps the nut from backing out and the axle in place! I have third party documentation of all of this that I would be more than happy to submit In my previous complaint I had only asked for a discountIn light of the axle being properly installed, I am now asking for a full refund for parts and labor on the replacement of the axle Thank You Sincerely, [redacted]

To whom it may concern, [redacted] purchased the [redacted] for $17,When the vehicle was purchased it had a retail value of $20,Never was the vehicle listed with a $13,asking price Miss [redacted] Had a $down and purchased some aftermarket items which helped make her payment what it isThere were no additional fees or bank fees charged to miss *** When miss [redacted] stopped in recently and spoke to [redacted] our business manager to lower her monthly paymentMr [redacted] told her she could trade in her vehicle and approximately what she would need for a down payment to get her the payment she was looking forI would be glad to sit down with miss [redacted] myself to try and help her get into a vehicle with a lower monthly payment If she wishes to contact me directly I will try and do what I can for her Sincerely, [redacted] General Manager [redacted]

[redacted] I tried to respond to this complaint through your website but it wouldn’t let me type in anything Customer information is [redacted] Mrs [redacted] was here back in June of for an oil change and while they were here we performed a recall that was out from HondaWhen the vehicle left here it was working properlyShe claims she called back when she left and doesn’t remember who she spoke to and no one remembers the call(It was not documented anywhere that she called)In November she returned to the dealership for an oil change and never mentioned to us that she had any problem with the operation of her window, or that the window had stopped working from her visit in JuneIf Mrs [redacted] had mentioned a problem with her window in November she received a copy of the repair orderIf she had noted it to us then the copy would have the information on it Simply put, if Mrs [redacted] wants to look at the window we willIf there is a charge she will be responsible for itWe will not charge her a diagnostic charge but she will have to pay for the repairWe did not look at the operation of the window so we are not sure what is hindering it from going upWe replaced the switch so what we did does not affect the operation of the window, hesitating to go upPossibly the tint that was installed on the window is the issue Whatever the case we will try and help Mrs [redacted] with a resolution Please feel free to have someone contact us Sincerely, [redacted] General Manager

Good afternoon [redacted] , I understand you had an issue with the heat shield on the vehicle after the transmission and axle repair was doneI would be glad to take a look at the heat shield and I believe it is a minor repairI would be glad to take care of it for you at your earliest conveniencePlease contact me or my service manager Ray L [redacted] so we can sit down and discuss this issue with you.Please contact me by phone or email whatever is easier for you Sincerely, Richard B [redacted] General Manager, [redacted]

To whom it may concern, I was in the office next to Mr. [redacted] when he returned Mrs. [redacted] phone call this afternoon. Mr. [redacted] did his research on the 2005 [redacted] Mrs. [redacted] purchased in May of 2005 from us so he had all the information when he returned her call. In our records since... the vehicle came to us we have never done any paint work to the vehicle since it was delivered to our dealership by Honda. We have not seen the vehicle here at [redacted] of [redacted] since we did an oil change in February of 2007. Mrs. [redacted] began the conversation with "you sold me a repainted vehicle and I will not return to your dealership". Mr. [redacted] never had the opportunity to ask Mrs. [redacted] if we could inspect her vehicle and try to find out what had happened. I contacted our Service representative from [redacted] and I was told that Mrs. [redacted] was informed by [redacted] that her vehicle was out of warranty for paint by time and mileage. I do not know what autobody shop Mrs. [redacted] used to repair the paint or how it could be determined after ten years that the vehicle was repainted before it was delivered to Mrs. ***. By the end of the conversation I went into the office with Mr. [redacted] and by the end when Mrs. [redacted] said she was going to file a complaint with you I believe nothing we could have said would have stopped her from doing that. Mr. [redacted] was not rude and didn't hang up on Mrs. [redacted] but she began the conversation saying she would not bring the vehicle to us so I believe he wasn't sure what to say to her. We have all the records to show that we have not done any paint work to Mrs. [redacted] vehicle and [redacted] states it is out of warranty. I understand Mrs. [redacted] frustration at the information she says she found out about her vehicle and I would be willing to speak with her. If she would like she can contact me at the dealership. Sincerely, [redacted] General Manager

Dear Mrs***,
I'm sorry that you feel you are being treated unfairlyThe recall that was done last June was for the window switch, and that is what was repaired on the recallWhen you bring your vehicle to us and there is something wrong with the window switch you would not be charged anythingIf it is related to the first repair we will gladly take care of it. If what is wrong with the window is not related to the switch and it is something elseWe will tell you what it is up front and charge you accordinglyI want you to continue your relationship with us and hopefully we can fix the problemPlease let me know
Sincerely,
*** ***
General Manager

To whom it may concern,
In April with 158,miles on the vehicle a transmission service was recommended and the customer declined the serviceWhen the vehicle came in on November 24th with
170,miles on it the transmission was full and no leak was notedAt that many miles we
would not recommend a transmission serviceFour days later the transmission overheated and caused the transmission fluid to leak out of the breather tube.If the fluid was low when they came in for service it wouldn't move which is the situation nowThe Service Manager Ray explained that we could try and add fluid to see if it moves but
that it would probably not fix the problemUnfortunately it was an internal problem with the transmission and simply checking that the fluid was full would does not mean that
the transmission would not have failedWe would be glad to work with the customer if they would like to repair the vehicleThey can contact Ray or myself
Sincerely,
Richard B***
General Manager

To whom it may concern
Would like to give my review and thoughts and option about Honda of Watertown and the sale person and Business manager that my wife Pat and I dealt with,
Sale’s person was Brandon Silva and Business manager was Paul Marino.
On July 21st late Saturday, Pat and I decided to begin looking for a certified used Honda SUV, which has always served us well, So that afternoon we took a ride to Honda of Watertown. Spoke with Brandon Silva, we told him we were looking for a CRV touring Model with under 30,000 miles on it. He then showed us a 2015EX with 14,000 miles on it. I was trading in a 2011 Honda CRZ with 48,000 miles in good condition garage keep, I was offered 4,750.00 trade in for my CRZ Paid 22,000.00 for the CRV.
I only received one Key and was told that they had the other key and it was probably at their other dealer ship that they would get it and send it to me and am still waiting. And it’s going on 4 weeks.
It was late and they wanted to close the deal and go home, when I got home with the car and opened up the hood to check things out. Some type of animal had made a nest under the hood and egg corns, pine needles; dirt came falling out from under the padding on the inside of the hood. And they had never had the car detailed, once you saw the seats in the light you could see that they were dirt and stained. That Monday July 23rd Pat had called them back to find out that Brandon the sales person had went on vacation and she talk to Paul Marino business manger which we also dealt with on the 21st.Pat explained our finding’s and that we were not satisfied with the car and was willing to upgrade Plus they have a policy that states you have 10 days of delivery of your qualified per owned vehicle 500 miles. If you are not satisfied and they would exchange it for any vehicle of equal or greater value of their inventory from the 21st until the 31st would have been my 10 days Pat was told to being the car back, Pat brought the car back they did clean out under the hood and vacuumed out the Car and washed it. They did not do a complete detail on the car seats still have stained spots on the seats. That day they only had one person detailing and did a rush job. Pat had spoke with Paul several times after the 23rd about exchanging the car for a upgrade and also the second key that they owe us Paul said He get back to me. As of 8/13/2018 still have not heard anything from Paul and still have No second Key, I also offered on the 23rd to pay the difference of my trade in for my CRZ and take my Car back and Paul told me that he could not do that also.
I admit buying something without knowing its value and checking it out fully and bring as we feel a rushed deal was our mistake, but I have dealt with Honda dealers for over 30 years with my element and CRZ and have been satisfied with their service .But not with Honda of Watertown and would not recommend them to friends. Not sure if anyone can help me out here. Just feel much mistreated. Still need my second key and would still like another Car
Patricia Jasinski

To whom it may concern,
We understand Mr. [redacted]'s concerns with wanting his vehicle to be repaired correctly without coming to the dealership multiple times.
His vehicle actually produced two different codes both times it was in our service department and the last time we did...

work the service contract people
sent someone out to inspect the vehicle. It is unfortunate that Mr. [redacted] drove out and the check engine light came back on. We wanted to take his vehicle right back in
which Mr. [redacted] agreed to and then changed his mind and left with his vehicle. We do not want to charge Mr. [redacted] or the warranty company any more money, all we wanted to do
was inspect the work that had just been done. I would like the opportunity to have Mr. [redacted] vehicle inspected with it being overseen by our service manager [redacted] . Again, we are not trying to
charge any more money we just want the opportunity to make sure Mr. [redacted] vehicle is repaired correctly to it's specifications. I would ask that Mr. [redacted] contact me directly so that I can help resolve the issue
we are having with his vehicle. I look forward to hearing from Mr. [redacted] and helping resolve this issue.
Sincerely,
[redacted]
###-###-####    [redacted]

To whom it may concern,
There was an internal failure in the transmission which caused the transmission fluid to foam and leak out of the breather tube.
The fluid was pushed out of the breather tube, possibly from overheating or internal failure.
 
Sincerely,
Richard B[redacted]
General Manager

[redacted]
 
I tried to respond to this complaint through your website but it wouldn’t let me type in anything.
Customer information is [redacted].
 
Mrs. [redacted] was here back in June of 2013 for an oil change and while they were...

here we performed a recall that was out from Honda. When the vehicle left here it was working properly. She claims she called back when she left and doesn’t remember who she spoke to and no one remembers the call. (It was not documented anywhere that she called). In November she returned to the dealership for an oil change and never mentioned to us that she had any problem with the operation of her window, or that the window had stopped working from her visit in June. If Mrs. [redacted] had mentioned a problem with her window in November she received a copy of the repair order. If she had noted it to us then the copy would have the information on it.
Simply put, if Mrs. [redacted] wants to look at the window we will. If there is a charge she will be responsible for it. We will not charge her a diagnostic charge but she will have to pay for the repair. We did not look at the operation of the window so we are not sure what is hindering it from going up. We replaced the switch so  what we did does not affect the operation of the window, hesitating to go up. Possibly the tint that was installed on the window is the issue.
Whatever the case we will try and help Mrs. [redacted] with a resolution.
 
 
Please feel free to have someone contact us.
 
Sincerely,
[redacted]
General Manager

To whom it may concern,
[redacted] purchased the [redacted] for $17,975.04. When the vehicle was purchased it had a retail value of $20,075.00. Never was the vehicle listed with a $13,000.00 asking price.
Miss [redacted] Had a $1000.00 down and purchased some aftermarket items...

which helped make her payment what it is. There were no additional fees or bank fees charged to miss [redacted].
When miss [redacted] stopped in recently and spoke to [redacted] our business manager to lower her monthly payment. Mr. [redacted] told her she could trade in her vehicle and approximately what she would need
for a down payment to get her the payment she was looking for. I would be glad to sit down with miss [redacted] myself to try and help her get into a vehicle with a lower monthly payment.
If she wishes to contact me directly I will try and do what I can for her.
Sincerely,
[redacted]
General Manager
[redacted]

Complaint: [redacted]
I am rejecting this response because: I never asked for the window to be serviced at the dealership on my first appt in June of last year and the recall work that was performed by the dealership is the only time the window has been apart. I never have had the windows tinted and I don't feel that the length of time that passed since they first made the repair should matter because I did bring it up when I was at the dealership in November for an oil change and the technician said he looked at it so I felt it was repaired.why it wasn't documented on there paperwork is puzzling. It also was pouring rain that day and I never opened the window. Basically I feel that what ever was changed that day is the reason the window now is not operating properly and the work they performed should be under warranty from their dealership and I shouldn't be liable for a charge because of a possible error during the repair. I've brought my vehicle to this dealership because I was always treated fairly and the staff was always friendly and this experience has changed my opinion greatly.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
They never indicated that they wanted to see the car, he only indicated that
they were not responsible.   If they
wanted to see the car, I would take it to them just like I took it to the Regional Manager, [redacted], when she was coming to [redacted] for the day and I tried to intercept  her.
I told them I had taken it to [redacted] so they could call them and speak with the Service Manager who examined the car carefully inside and out.   [redacted] 
would not even look at it or speak with me.  I waited 2 hours then her Service Manager took me to my car and said that there were
2 paint jobs (just as the autobody owner had previously told me) and that the part that
was peeling off badly was thinner and even had dirt in it, why it was peeling on the second painted part. 
He suggested I contact the dealership I purchased a new car from in
[redacted]. 
It is clear to me that they are not honoring the contract of
selling me a NEW car that they did not disclose any damage to the NEW car I
purchased from them.  Instead, that they
blame Honda, aren't they part of Honda?  They should take it up with Honda, I purchased a brand NEW
car from them and have all the paperwork to prove it.  They did not disclose a
defect in the paint or that it had been painted twice due to damage in transit anywhere in this paperwork.  I was led to believe that it was a brand new car without any defects. 
I only became aware of this fact when 2 professionals who looked at the paint confirmed this.  I know it is past the warranty but when does
the warranty of truth in advertising expire? 
They won’t treat me fairly even though this is the second new [redacted] I
have purchased.   I will never purchase another one, [redacted] lost me as a customer after this. 
Other future [redacted] customers
should be alerted of their business practices and customer treatment so they don’t fall into the same
trap I did and find that they are stuck with a defective product after the warranty expires. They should be aware of how [redacted] treats its customers so they can avoid buying cars from them and go somewhere else where they can be treated like valued customers and buy a NEW car without any hidden damage that is not disclosed.
Sincerely,
[redacted]

Good afternoon [redacted],
I understand you had an issue with the heat shield on the vehicle after the transmission and axle repair was done. I would be glad to take a look at the heat shield and I believe it is a minor repair. I would be glad to take care of it for you at your earliest...

convenience. Please contact me or my service manager Ray L[redacted] so we can sit down and discuss this issue with you.Please contact me by phone or email whatever is easier for you.
 
Sincerely,
Richard B[redacted]
General Manager, [redacted]

To whom it may concern,
I have already spoken to Mr. [redacted] about the repair on his vehicle. The car was originally diagnosed with needing a replacement of the axle. I met with Mr. and Mrs. [redacted] on Saturday and on Monday early afternoon
I had spoken with Mr. [redacted]. At the...

time we agreed the vehicle had come to us needing an axle and we help him on the cost of the repair and we would have it back to him the following day. The repair should be done today and
the [redacted]'s should be picking up their car. We came to an agreement between us and hopefully we will continue having them come in for service. They know they can contact me directly at any time.
Sincerely,
[redacted]
General Manager

To whom it may concern,
When Mrs. [redacted] originally came to the dealership she wanted a [redacted] that she was quoted $399.00 a month for. She agreed but unfortunately we could not get the interior color that she preferred. Mrs. [redacted] came back into the dealership and the only we could get...

the interior color she wanted was to get her a [redacted]. Same vehicle she first wanted but the interior would now be leather and the [redacted] would be $429.00 per month which Mrs. [redacted] agreed to. We brought the vehicle in for them and they came in for delivery on 3/31/2015. When the paperwork was printed out the business manager still had the same quoted payment in the computer on the [redacted]. Before Mr. and Mrs. [redacted] left the dealership the business manager realized the error and asked them back to his office to the do the paperwork on the [redacted] that they wanted and we had brought in for them. The business manager apologized for the error and wanted to print out the correct paperwork. Mr. and Mrs. [redacted] did not want to do the paperwork over at the original agreed upon price, so they left the dealership. A short time later they returned to get a refund of their down payment that they had given us. At that we returned their down payment to them and they left the dealership. I apologize that any error occurred when they were here but all we wanted to do was honor the original deal that was agreed upon but Mr. and Mrs. [redacted] did not want to. Please contact me if there is anything I can do.
Sincerely,
[redacted]
General Manager

Complaint: [redacted]
I am rejecting this response because:
 We did not come to an agreement.  I went in with a slight click when I turned the wheel, not the full blown grinding and banging it left with.   I needed my car fixed as it should not have been driven like that so unfortunately I paid [redacted] to replace the axle. After the work was complete, I picked my car up again (for the third time) and drove it off the lot (with my child in the back seat) only to find out that there was still grinding and banging coming from the front end! I brought my car to a different shop the next morning and the car was diagnosed as having the front right axle improperly installed and a loose motor mount that had failed to be re-tightened. The tech verified that loosening the motor mount is part of the procedure to replace the alternator (which [redacted] had just done days prior) The axle was not able to be salvaged as it was improperly installed by [redacted] so I had to buy another axle, and the motor mount was tightened and the vehicle driven extensively to verify that the motor mount had not come loose on its own. It is also a possibility that the axle wasn't even the correct axle for my make and model vehicle, as it was significantly different from the axle that the second shop installed. [redacted] didn't even replace the cotter key on the axle nut that keeps the nut from backing out and the axle in place! I have third party documentation of all of this that I would be more than happy to submit.  In my previous complaint I had only asked for a discount. In light of the axle being properly installed, I am now asking for a full refund for parts and labor on the replacement of the axle.  Thank You. 
 Sincerely,
[redacted]

To whom it may concern,
I was in the office next to Mr. [redacted] when he returned Mrs. [redacted] phone call this afternoon. Mr. [redacted] did his research on the 2005 [redacted] Mrs. [redacted] purchased in May of 2005 from us so he had all the information when he returned her call. In our records since...

the vehicle came to us we have never done any paint work  to the vehicle since it was delivered to our dealership by Honda. We have not seen the vehicle here at [redacted] of [redacted] since we did an oil change in February of 2007. Mrs. [redacted] began the conversation with "you sold me a repainted vehicle and I will not return to your dealership". Mr. [redacted] never had the opportunity to ask Mrs. [redacted] if we could inspect her vehicle and try to find out what had happened. I contacted our Service representative from [redacted] and I was told that Mrs. [redacted] was informed by [redacted] that her vehicle was out of warranty for paint by time and mileage. I do not know what autobody shop Mrs. [redacted] used to repair the paint or how it could be determined after ten years that the vehicle was repainted before it was delivered to Mrs. [redacted]. By the end of the conversation I went into the office with Mr. [redacted] and by the end when Mrs. [redacted] said she was going to file a complaint with you I believe nothing we could have said would have stopped her from doing that. Mr. [redacted] was not rude and didn't hang up on Mrs. [redacted] but she began the conversation saying she would not bring the vehicle to us so I believe he wasn't sure what to say to her. We have all the records to show that we have not done any paint work to Mrs. [redacted] vehicle and [redacted] states it is out of warranty. I understand Mrs. [redacted] frustration at the information she says she found out about her vehicle and I would be willing to speak with her. If she would like she can contact me at the dealership.
Sincerely,
[redacted]
General Manager

Review: On November 24, 2015 I brought my car for an oil change, according to their advertisement fluids are checked and topped off. On saturday November 28, 2015 my car was not able to drive, it was just reving. I had someone look at it in my driveway and was told that there is no transmission fluid in my car.

I called Honda on Monday at 7:40 am and spoke with service manager Ray, he stated as I was told back in april that I needed to do a transmission fluid flush and they have no proof that it was done then they did nothing wrong. I asked him what about the fact that my car was just there 4 days ago. No acceptance of negligence on their part, I need a transmission, however they put some transmission fluid in the mean time untill I can have the transmission changed. My receipt stated that they checked my fluids and they checked green box to indicate that they were fine. Not even my windshield fluid was topped off when my hood was open 3 days later.

back in august 2015, they stripped the plug to my oil pan and once again chanrge me to replace it after the technician told me that the last person to change my oil is the one responsible. They are the only ones that have ever changed my oil.Desired Settlement: Honda has an obligation as my service shop to do what they say they do, they did not tell us on Wednesday about the transmission fluid b/c they did not check it like they claim they did. If they checked it they would see that there was no transmission fluid in my car. I cannot afford to replace/repair my transmission. the technician lied and they need to look into that and repair my transmission

Business

Response:

To whom it may concern,In April with 158,000 miles on the vehicle a transmission service was recommended and the customer declined the service. When the vehicle came in on November 24th with170,000 miles on it the transmission was full and no leak was noted. At that many miles we would not recommend a transmission service. Four days later the transmission overheated and caused the transmission fluid to leak out of the breather tube.If the fluid was low when they came in for service it wouldn't move which is the situation now. The Service Manager Ray explained that we could try and add fluid to see if it moves but that it would probably not fix the problem. Unfortunately it was an internal problem with the transmission and simply checking that the fluid was full would does not mean thatthe transmission would not have failed. We would be glad to work with the customer if they would like to repair the vehicle. They can contact Ray or myself. Sincerely,Richard B[redacted]General Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As I am not a trained or certified mechanic I have been researching from other Honda shops as well as non Honda Shop to verify what Watertown Honda has reported. So far, their statement is very very wrong in that the transmission fluid can be full and then be empty 3 days later. I will submit whatever information that I have collected and document the source once I am done with my research.

Sincerely,

Business

Response:

To whom it may concern,There was an internal failure in the transmission which caused the transmission fluid to foam and leak out of the breather tube. The fluid was pushed out of the breather tube, possibly from overheating or internal failure. Sincerely,Richard B[redacted]General Manager