John Hine Auto & Truck Center

Review: I currently lease a 2014 [redacted] where I am the lease holder. On Monday the 10th of August 2015 I sent a young lady who uses the [redacted] into the [redacted] service department, in San Diego, CA to get an oil change. There service department noticed the low tire pressure indicator light was illuminated on the driver console panel. What happened next has me at a loss for words.

I want to be clear I understand mistakes happen and I am okay with that, I gave [redacted] service manager and the service rep an opportunity to correct the issue and what I got were excuses. They were so busy trying to indemnify themselves of any culpability that they didn't even attempt to address my concerns.

When the vehicle was being serviced they had a conversation regarding the condition of the driver side rear tire. The young lady was told that the air pressure was low because there was a nail in the tire. I would confirm this conversation took place with the Service Manager when I talked to him on the 12th. Here is the problem the nail in the tire was a wood finishing nail that did not penetrate through the tires radials, as was discovered when I took the tire to fire stone for an assessment. They then proceeded to tell her it's unsafe to drive and tried to sell her a new tire. When she said no they told her they were going to take the tire off the car and put the spare/donut on the car. Remember this is all an assumption the tire was damaged and even if the tire did have a large enough nail there was never an offer presented about plugging the tire. Why is this all an issue because the young lady who came for an oil change is an international student here studying English. She speaks broken English which the [redacted] service manager realized as he stated to me he had to tell her the same thing 5 times. The problem is she didn't understand and then drove to Los Angeles on the spare. Not to mention when they put the tire in the trunk the tire damaged some items she had in the trunk. At no time did they attempt to discuss the issue with her in Spanish or attempt to contact me the lease holder which is identified on all the paper work.

I believe you can see my concern. The problem is personal property was damaged, the low air pressure indicator light is still on. I was hoping this could be resolved without having to get regulatory involvement. I believe putting a vehicle on the road in a less safe condition then the way it was brought in is a serious matter.Desired Settlement: I would like for the businees to reset the low tire presure indicator light, and to contact me directly.

Business

Response:

My name is [redacted] and I am The [redacted] here at [redacted]. I have read your complaint both when you sent it directly to me and in this Revdex.com complaint. I understand that it would be desirable to just repair the tire with a plug but we would not repair that tire due to the liability. The manufacturer of the tire on your car will not warranty that tire if it is plugged because it is a speed rated tire. I have attached a handout that outlines under what circumstances we will not repair a tire. We did not offer a tire repair because it is not something we would do. As stated on the flyer that we showed the customer... "We will never repair and re-install a tire that has a speed rating voided by the Tire Manufacturer. Using a tire on your vehicle that has a lower speed rating than the vehicle Manufacturer recomends can cause unsafe conditions during steering and braking." I hope you can understand our position on tire repairs due to the liability involved. We would never compromise safety by making an unsafe tire repair. We researched the tire rack website and looked up your tire and it shows that the speed rating is voided if the tire is repaired.I appologise for the misunderstanding and will reset the tire pressure indicator light at no charge of course. Just know that it can only be reset if the original full size tire is on the vehicle. I am assuming that the tire with the nail or screw in it was repaired by someone that was un aware of the warranty situation or did not need to be repaired.PLease contact me directly and I'll set a time for you to bring it by or you can just bring it in and ask for [redacted] our [redacted]. [redacted] is not the Manager that you spoke with on August 12th.Thank you,[redacted]

Review: Car has been in shop about two weeks now waiting for an engine repair. Was initially told car would be ready about a week after was brought in. Wasn't ready when they initially stated but got told last minute the engine that they ordered was being shipped from Japan and would arrive the following Friday. Following Friday comes and still no engine and now are being told the shipment is coming from Texas and will arrive Wednesday. Have been told the engine is on back order which they knew the whole time from when they initially placed the order. But for some reason keep getting told different dates on when it will arrive. Currently am in the middle of traveling to mayport, fl for a change of orders through the military, told the dealership this and it was extremely important I either have this car or at least know when it will be ready but plans keep changing last minute for when it is expected to be worked on and now I have very limited time with no vehicle to get to where I need to be. They have offered to sell me a new vehicle but the price they can sell at is just to much.Desired Settlement: Either need vehicle shipped to mayport,fl when it is actually repaired since the date keeps getting pushed back or I need a vehicle so I can get there and they can have the old one.

Business

Response:

RE: [redacted]

Review: I brought my car into John Hine Mazda because of an engine indicator light and engine surging. I played a $115 diagnostic fee and oil change only. I was called later in the day with a diagnosis of need to replace hose that would require $415 worth of labor. I was skeptical but assured by service rep must be done to deal with engine light. I agreed to order parts but was told needed to return following week for repair. Within two days my engine light went off again on its own and I cancelled repair. I was finally called back today and told I would be refunded for ordered parts. When I checked my bill tonight I saw that it stated the hose and another part had been installed on November 13 / although I was told the hose required $415 of labor - which was not authorized by me on Nov 13 and I was to it required removal of intake manifold for $415. I was charged for parts that were not installed.

Business

Response:

Dear [redacted], My name is [redacted] and I am the General Manager here at John Hine Mazda. I truly appologise for how your whole transaction with us was handled. Just this morning, before I saw your complaint to the Revdex.com, it was brought to my attention that the refund amount was not correct. [redacted] had passed on your voice mail to [redacted], our Service/Parts Manager. He informed me of the problem. Some of the parts were not special ordered and were mistakenly overlooked when the refund was processed. I was told by [redacted] that he left you a message today explaining that a refund for those parts will be issued. Please call him back with your credit card information and we will issue the credit right away. His phone # is [redacted]. Again I appologise for the inconvience.Sincerely,[redacted]John Hine Mazda[redacted]