John Howard Motors Reviews (6)
This letter is in response to the complaint ID [redacted] we have received, in reference to [redacted] has never called us herself with any concernsSomeone identifying himself as her son, [redacted] called, however, due to privacy laws, since [redacted] [redacted] is the sole name on the vehicle purchase, she is the only person we are permitted to discuss the transaction with, We will be happy to discuss any questions or concerns [redacted] may haveWe told her son this on more than one occasion [redacted] is welcome to call [redacted] , our Subaru GSM at [redacted] at any time to discuss any concerns she has
When a guest visits our service department they are welcomed by one of our service advisorsThe guest and advisor speak about why the guest is in for service. That information is generated into a pre-repair orderEach item of repair is clearly stated as its own numbered line on the pre-repair order. The advisor goes over what each line states , as well as informing the customer that if your sign here you are authorizing us to do the stated items as well as put protective covering on your seat, floor, and for the technician to move the car into the shop for repairAlso to possibly test drive the vehicle It is of note that it is not general practice to question a customer’s history when doing maintenance services, due to diverse spectrum of customers who meet or often exceed that manufactures maintenance schedule The offer of giving the customer credit was not meant as an insult, and we were not aware that the customer felt so adamantly about not letting us have the opportunity to correct our mistakeWe do always try to correct and resolve any Issues that arise between dealership and our customersBased on everything previously stated, we at John Howard Nissan are willing to refund 50% of the total bill. That, in our opinion, is a fair resolution to the issue at hand. *** *** authorized these repairs and the charges associated with them when signing the pre-repair order
On 8/23/16, a customer came in and had a bulk head wiring harness replacedOn 8/25/the customer returned stating the volume controls on the radio were no longer workingThe technician found the volume switch on the steering wheel shorted out and unrelated to the wiring harness repairThe
customer was given a quote for the repair*** ** *** was contacted and offered no assistance for the repairOn 9/14/the customer returned and John Howard Motors, rewired the radio and steering wheel controls, & soldered wiring that came looseChecked wires hanging out of center console, that were left there from having an aftermarket radio installed (not @ John Howard Motors), tied wires and hid under center consoleInspected inside lights not coming on and found that a connector was not plugged in correctly, reconnected and checked operation okAlso found rear speakers not working due to the speakers needed adjustmentAdjusted radio settings radio operating as designedOn 9/23/the customer returned with a complaint of heated seats not workingVerified heated seat relay, coil shorted, replaced relay, okOf all complaints by customer the one that was affected and a fault of John Howard Motors was the connector not plugged inThe vehicle is fully repaired at no cost to the customerThank You, *** *** Parts/Service Director
When I originally talked to her in early October , she was told that her transfer case is leaking and that it would need to resealed We also told her that she had a few services that were due for vehicle , ie brake fluid flush and airfilters I told her at that time that the transfer
case reseal would take most of a day to do but we could do the services at that time and she could set up an appointment to complete the reseal At that time she chose to do the brake flush and would return soon to do the transfer case reseal . I didn’t hear from *** *** again until later in December when she called and wanted to talk to the manager I spoke with her and she seemed to be upset that she had the brake flush done again on the 8th of December I asked *** *** if there was a time that she could come and we could go over her services and try to get to the bottom of what happened Im not exactly sure what day she came in but , it was mid to late December We talked in my office and I explained that when she came in on Dec 8th that she actually spoke with my service director , and that according to him and the advisor working that day that she had asked for the brake flush because it had been recommended during her last visit and that she also asked for “ transfer case thingy “ which at that time , the director and advisor asked if she meant a transfer case service since she was asking for brake fluid service I also showed her where she had agreed to these services and she nodded in understanding I told her at this time , I believe that there was fault on both sides and she agreed I then told her that we valued her as a customer and that we would be willing to give her either the air filters and tire rotation that was recommended during her last visit , or a few free oil and filter changes , whichever she chose , both of these are about a $ value *** *** got very upset and said that no , she wanted a full refund I informed her that since there was blame on both of our parts that I could not give her a full refund and again told her what I had offered before , explaining again that she had spoke with our service director when she came in on Saturday the 8th and that he is well aware of the full situation and remembers her completely At this time *** *** got up and stormed out , informing me that I will be hearing from her father . That was the last communication I had with her . *** ** *** John Howard Nissan Service Manager ( *** * *** * ***
This letter is in response to the complaint ID *** we have received, in reference to *** *** *** *** has never called us herself with any concernsSomeone identifying himself as her son, *** *** called, however, due to privacy laws, since ***
*** is the sole name on the vehicle purchase, she is the only person we are permitted to discuss the transaction with, We will be happy to discuss any questions or concerns *** *** may haveWe told her son this on more than one occasion *** *** is welcome to call *** ***, our Subaru GSM at *** at any time to discuss any concerns she has
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I specifically did not ask for a brake flush to be done on my car. When I came to pick up my car, I, myself, even asked why it was done, and that I was pretty sure I already got it done before. The only response I got was that if I got it done before, then they would have known since it would be in my history. I do not see myself at fault in that situation. As for the transfer case, I even stated that the "parts were ordered" AND stated that it was under warranty, even though I did not know what was needed to be fixed. I have never stated that the transfer case needed a fluid change. Once again, if they "saw my history", I do not understand how these mistakes were made. John Howard Nissan continues to state that it is both faults, yet I do not see what fault I have put forth to the situation. I did not agree to the solutions they wanted, because I no longer want John Howard Nissan to even touch my car. Also, the service manager did not give me any other options, and I told him that all I wanted was a refund.
John Howard Motors Rating
Address: 1730 Mileground Rd, Morgantown, West Virginia, United States, 26505-3753
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