We are proceeding with a repair process at the moment to find the leak in the AC I need to drive the car miles or for us to find the leak Thanks Warm regards, [redacted]
Tell us why h
On November 21st we were contacted by Mrs*** stating that her car was at*** *** Honda and the rear door would not work because the alarm was not installed correctly. She stated that she did not want to return to Honda of Oakland due to living so far away and
wanted to have the repairs completed at *** *** Honda. We contact the Alarm install company that same day and explained Mrs*** situation to the manager at the alarm company, at which time he stated that he would contact her and get it taken care of. This was the last we had heard from Mrs*** regarding any further issues. After receiving the Revdex.com notification stating she was still having a problems we contacted the alarm install company who stated that it had been fixed but they would give her a call and find out. We received a call back from the alarm company stating the vehicle was fixed but she was mad at the situation. We contacted Mrs*** who stated that the alarm was fixed but it took days to do it and she wants her money back for the alarm and to have us pay for her oil change elsewhere because we didn’t know what we were doing. After trying several times to explain to Mrs*** that we at Honda of Oakland do not install the alarm and it has nothing to do with the repairs we perform, she stated that she had a meeting in three minutes and didn’t have time for this then the phone disconnected. We contacted the service manager at *** *** Honda who stated that the alarm company came out and fixed the alarm in one day however there were still issues with the vehicle that were covered under the manufactures warranty that took several other days to fix at which time Mrs*** was given a loaner vehicle from *** *** Honda to drive while the Honda warranty repairs were being completed. He stated that the vehicle is now fixed and that he has not heard anything further ere
RevDex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is in progress. Please close this case for the time beingWe've made some progress and will need a miles to see what the problem isSincerely, *** ***
Initial Business Response /* (1000, 9, 2015/05/28) */
Received response via email;
*** *** arrived with her caretaker *** the first time she was here and we were told that she needed to buy a carWe helped her accordinglyHer credit was challenged and as a result the interest rate was
highThis interest rate was determined by the financial institution that was willing to finance herThe customer and her caretaker agreed to the terms, she left with the car and according to all persons involved with the sale, she was happy
About 3months later a person indicating that he was a 'friend of the family' came in and spoke to our General Sales ManagerHe described a scenario indicating he had a friend with a high car payment and wanted us to help get her out the car payment into a vehicle with a lower paymentWe invited him to bring his friend in and we would try to helpWe did not know his friend was *** *** until he showed up with her to do the new dealWe worked a deal on a lease rather than a purchase and it came out to a lesser paymentShe was happy with that
It was not until the customer had left with the new vehicle that we discovered that she had not made the payment on the vehicle that originally was sold to her that we took as the trade inAmerican Honda had already had the vehicle out for repossessionOur general manager called American Honda and asked for an exception for this customer and they agreed, even though she had not made her payments according to the agreementUnfortunately, the exception that Honda made increased the payment for the customer because at this point she was more of a riskThat payment was about the same as the previous paymentBy this time the customer had had the second new car for several daysThen her daughter got involved and called another Honda Dealer who indicated that we had done everything incorrectly, which was not trueIn the end, we invited the customer to return the second vehicle, we refunded all money and gave her the original purchase backIt is to be noted that at all times this customer had at least one support person with her at all times during the negotiations and all parties were in agreement at all times
Thanks,
*** ***
Initial Business Response /* (1000, 8, 2015/06/11) */
We have absorbed the amount of the payment that is mentioned in this complaintThe customer no longer owes us anythingWe apologize that this occurred
Initial Consumer Rebuttal /* (2000, 10, 2015/06/12) */
(The consumer indicated he/she
ACCEPTED the response from the business.)
I am satisfied that we no longer owe them anything and they admitted faultThank you guys so much!
Initial Business Response /* (1000, 5, 2015/08/26) */
We have the signed credit application and accompanying documentation from this customerWe have no ability to change anyone's FICO scoreThe inquiries that he refers to were made by the dealership he dealt with prior on the 11th of August
Please let me know if you need copies of any of the documentation
Initial Consumer Rebuttal /* (3000, 7, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ere asked for information on 5speed vehicles onlyI explained I already had financing through well's fargoThey contacted well's fargo without my knowledge and came back to me stating that well's fargo was trying to trace my deal and that they needed my info to trace who I wasI foolishly believed that they had talked to Enterprise and that the info I was giving was for Well's Fargo onlyI could not authorize any deal with Honda of Oakland due to an ongoing deal with Enterprise which I was not going to changeOnce I discovered what they were up to I walked outThey continued to destroy my credit days after I saw themIn addition, the salesman telephoned me at approximately pm on the same evening stating that Enterprise had acted unethically by talking to well's fargo and ceasing the bogus financing they cooked upI built my credit point by point only to have these individuals lie to me to gain access to my personal info, but then the ignored my repeated requests to not run my creditThere was no need because I had already bought a car, I foolishly wanted to see the stick shift models and stupidly walked into Honda of Oakland to have my score diminished to from points for revenge for not buying from them and cancelling my deal with Enterprise which was settledLastly, the sales guy also stated that I would pay one way or another because Enterprise was unethical
Initial Business Response /* (1000, 5, 2015/09/02) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***@***.com
We are in receipt of Ms***'s online review and are in process of refunding her $
This is our reply to Ms*** on
YELP:
I apologize that your visit did not go as plannedIt is never our intention to try and take advantage or deceive anyoneI have discussed your vehicle with both the service advisor and technicians involved in the inspectionThe technician explained to me that while looking at your vehicle and the codes that it was displaying the next step in the Honda diagnostic tree is replacement of the transmission fluid and re-inspectHe as well as several other of our technicians stated that this tends to be a temporary fix and sometimes only lasts a couple of hundred miles before the car gets towed back and needs a transmissionThe technician that worked on your vehicle explained this to the advisor who should have explained this to you and given you, the consumer, the option to make that decision and by this review I can see that this did not happenI have talked to the advisor and ensured that this will never happen againI apologize that you were not given both options, but can assure you it was only because the advisor and technician wanted to ensure that you got back to Texas without any issues
Please ask the customer to contact us, at the included email address, with her correct mailing address
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
As much as I appreciate the apology and the reply to the complaint filed with the Revdex.com, it is quite shy of how good customer service should beYou have had access to all of my contact information, email address, physical address and phone number which are contained in my records, as is reflected on the service order from Honda of OaklandHad Honda of Oakland truly been regretful of the actions, or lack thereof, someone would have contact me directly after the post to YelpInstead I get an empty apology to simply brush me off and to make the appearance of being responsive
Physical mailing address: *** XXXXX
Email address: ***@***.net
Phone number: XXX-XXX-XXXX
I hope in the future that your company follows the ethical standards that should be upheld by all dealerships and is reflected by our own personal Honda Dealership
*** ***
***@***.net
XXX-XXX-XXXX
Final Consumer Response /* (2000, 10, 2015/09/10) */
On 9/9/a refund of $was receivedHonda of Oakland has fulfilled the requirements requested
Initial Business Response /* (1000, 6, 2015/07/29) */
Contact Name and Title: *** ***/IT
Contact Phone: XXXXXXXXXX
Contact Email: ***@***.com
We are refunding *** and *** ** $(Nine hundred and ninety one dollars)The check should be mailed out today - *** *** our
assistant general manager has been in touch with this customer to let him know that the refund is on the way
Our records indicate that this vehicle is financed through American Honda Motors so the refund the customer is asking for will go to them as the extended service contract was financed with the car dealplease call me for clarification ***
Initial Consumer Rebuttal /* (2000, 11, 2015/08/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Honda of Oakland has agreed to refund $for the extended warranty
Initial Business Response /* (1000, 5, 2015/05/14) */
Contact Name and Title: [redacted], GM
Contact Phone: [redacted]
Contact Email: [redacted]@pscauto.com
On May 12th, [redacted] approached us via our Facebook page and made similar statements with regard to her vehicle as she has...
to the Revdex.com. As quickly as possible we responded with:
-Hi [redacted] I've spoken to our General Manager, [redacted] and also my Service Manager, [redacted]. I understand that we requested that you bring the car in to let us take care of the issues you have. I also understand that while you were here we also offered to take the car back and give you your money back. We also offered alternate transportation during the repair should you want to move in that direction, but you did not have a driver's license with you to complete Enterprise's requirements. We never got past this point, you left with the vehicle. We are still willing to take the vehicle back, we are still offering to repair any issue you have and we are still offering to provide you with alternate transportation of similar size, until your vehicle is repaired, but you will need your driver's license to rent the vehicle even if we pay for it. -
When Ms. [redacted] brought her vehicle to us the first time for repair our service manager engaged her in conversation to determine exactly what was wrong with the vehicle. Although he had been briefed by our General Manager on this issue, he wanted to speak with the customer directly. When he attempted to do that, she became enraged, screaming and shouting obscenities at our personnel and generally became somewhat out of control. We managed to move past that to the point of getting her set up with a rental car of same or lager size through Enterprise Rent a Car. She stated she needed a similar vehicle for work. Unfortunately, she did have a driver's license with her, a requirement that all rental car companies require and as a result we could not get her into a rental. This only exacerbated her anger and she left with her vehicle, we did not have the opportunity to look at it.
Ms. [redacted] continued to berate our business. We digressed from our online activity on May 12th and reached out via telephone on May 13th. Our employee [redacted] made the call, indicating that we wanted to provide resolution to her and requested that she call us back. As of this writing at 10 am on May 14th we have not heard from the customer.
The vehicle in question is a 2014 model. All disclosures regarding this vehicle, including the Carfax that she continually states we falsified are signed by her. Carfax records must be downloaded from the Carfax site. There is no way to falsify the information that is on the download. The same document that she signed when she purchased the vehicle is available currently on Carfax and is the same document. The vehicle was in good condition when she left with it after the purchase.
We can't move forward with a resolution until we have had the opportunity to speak rationally with the customer, assess the damage or repairs and then create a resolution and a time line for repairs.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I love how this is all my fault. you sold me a defective car and falsified the car fax report. you claim that your service manager was informed, this is not the case. you have lied and I have video to prove it. the car fax that I downloaded from the website is different from the one you gave me, I have copies of this as well. I have requested that you fix the car and provide the cost for this. I want this car checked by an independent mechanic and the cost covered by you. I have documentation of you telling me the tires were fine and balanced and have documentation that this was not done. you claimed to have done a full check on this car yet there were basics that were totally missed, I have documentation of this as well. you sold me a lemon and lied to me about what was done and what was not done on the car, this is unacceptable. I will not speak with your rep on the phone because you have lied to me at every turn of this deal. the only communication I will have with you needs to be documented and seen by third parties. you have made promises and contracted things that you have lied about. I will not deal with you directly anymore, I will not be taken advantage of any further. you sold me an $18K car that is not safe enough to drive. I want the car reviewed and fixed by a mechanic not affiliated with you shop. this is fair and the right thing to do. you have repeatedly called me asking for more money and yet you won't take care of the basics covered in the contract and that you said was already fixed. this is shaddy and bad business.
Complaint: [redacted]I am rejecting this response because:Honda of Oakland has not done what I asked for in my original complaint and has not provided an accurate depiction of what actually transpired. When I originally took my car in to have the alarm installed, the service was deplorable. I expect an apology. Upon having issues with my car, I asked for Honda of Oakland to arrange for me to take my vehicle to [redacted] Honda because Honda of Oakland doesn't provide loaner vehicles. I only took my car in after I made the appointment the end of December and was without my car for 8 days. I want an apology, a refund for half the cost of the alarm and a reimbursement for the first oil change, which would have been free at Honda of Oakland. Thank you.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/10/28) */
We contacted the customer, spoke to his father. We are refunding the customers money on this product.
Mr. [redacted] arrived at Honda of Oakland on 1/23/17 at 12:42 reporting a leak into the vehicle. Mr. [redacted] has been difficult to work with all along, not giving complete information to help resolve his issue. Upon arrival all he would tell the service advisor was it’s the same leak as...
last time but from the front door, and demanded a rental vehicle. The advisor wrote him up and gave him a rental vehicle as a courtesy as Honda does not provide loaner vehicles. After water testing the vehicle the only leak we were able to find was coming from the driver and passenger side rear windows where customers aftermarket child sunshades are rolled up into the window weather strip deforming/damaging the window weather strips causing water to leak into the vehicle but nothing at the front door. The service manager contacted Mr. [redacted] to advise of this, Mr. [redacted] immediately dismissed our findings becoming angry and stating then why does he have picture of water leaking at the front door? At this point the service manager advised Mr. [redacted] that the only way we can attempt to duplicate and fix his vehicles issue would be for him to give us all the information he has and not continue to withhold information from us. At this point he emailed us the pictures of what he says he came out to on 1/22, we intern replied with the pictures of the water leaking in at the window sunshades. When the service manager arrived on the morning of 1/24 there was an email which is quoted as followed:
“I'd recommend for a leak test to be done on the front door with the panel off. I found this video of a 2015 honda fit showing exactly what I saw at 1:06 https://m.youtube.com/watch?v=aebk6KoBNws” the link to the youtube video was attached.
We did this as requested by Mr. [redacted] for a second time and still found no water leak at the door. I replied to Mr. [redacted] as follows via email
“ I checked your vehicle and found no water on either the front or rear area. After looking at the video you sent I had the technician remove the panel again and look for any signs of water in those areas none was found. As a goodwill I had the technician apply more sealant to the vapor barrier in the spots on the video. This was done just to try and help put your mind at ease. I will water test it one more time this afternoon and then contact you again from there.”
This is the email response we received from Mr. [redacted] which shows appreciation for sealing the driver front door but also demands the rest of the doors be done.
“I'm glad a focus is being put on the front driver side door. All doors need to get the work that was shown on the video to ensure that I dont have this issue again with the next rain. Due to the damage coming from the front which is explicitly shown in the pictures I sent you. As stated from my first email the carpet needs to be replaced. If this is an issues please give me both phone numbers and the address of corporate of honda.”
After the final water test was performed this is the email sent to Mr. [redacted].
“ I performed a final water test on your vehicle and found the only water intrusion to be at both the driver and passenger aftermarket rear window shades which have damaged both rear window weather strips. All four doors show no signs of water intrusion at the weather strips at this time. In reviewing the photos you sent over there appears to a buildup of dirt or debris of some kind in the area that as per your picture was leaking into the vehicle, this was noted on all four door weather strips. In this condition the weather strips may not be able to flex or drain as designed which could cause a leak into the vehicle. We took the liberty of cleaning all four door weather strips. As I had stated before we sealed the driver front door as per the video you sent as a goodwill gesture as we were unable to duplicate any leak at that door. At this point being that we have been unable to find any leak other that the ones described from the sunshades which are not covered by warranty we are not able to perform any work on any of the other doors. Everything that has been done so far is on Honda of Oakland not American Honda because there has been no warrantable failure at this time. With that being said we are unable to find any leaks at this time if you would like to schedule a time to come in and meet with me I would be happy to water test the vehicle with you so you can see what we are seeing. At this time your vehicle is considered ready for pick up and the rental vehicle should be returned by no later than noon tomorrow. Honda of Oakland will discontinue coverage of the rental vehicle as of noon tomorrow. I have forwarded your demand of the carpet replacement to American Honda and am waiting a reply however being the only leak found was not a warrantable repair I don’t see that being likely but that is their call not mine. The contact information for American Honda can be found on www.honda.com.”
This is the email that followed from Mr. [redacted].
“You have repaired the warrantable repair so you have disqualified the front door leak as that being the issue. I'm beyond upset and exhausted of dealing with this vehicle. I'll be contacting America Honda. Thanks for placing my infant in a vehicle that now has mildew/mold.”
After receiving a response from American Honda declining carpet replacement this was the email sent to Mr. [redacted].
“ American Honda has declined replacement of the carpet at this time. If something changes or I hear something different I will let you know. Your vehicle is ready for pickup.”
This is the email that followed from Mr. [redacted].
“You've validated the front door leak problem by resealing the door now you will replace the carpet. I will not be picking up my car until the carpet is replaced. This is the same thing that happened last year.”
This was Honda of Oakland’s response to Mr. [redacted].
“No…as I stated before we have never duplicated the “leak” at the front door. If you read back through our emails its stated as followed, “I checked your vehicle and found no water on either the front or rear area. After looking at the video you sent I had the technician remove the panel again and look for any signs of water in those areas none was found. As a goodwill I had the technician apply more sealant to the vapor barrier in the spots on the video. This was done just to try and help put your mind at ease.” So at this point any further issues you will need to address with American Honda, enterprise has been advised that as of noon tomorrow we will no longer be covering the cost of your rental vehicle. “
This is the email that followed from Mr. [redacted].
“Its not a goodwill gesture to repair the leak and say it never leaked after not doing adequate testing and then to deny me the coverage of my warranty. As stated the carpet needs to be replace.”
Honda of Oakland gets reimbursed by American Honda to perform VALID warranty repairs so it is in our best interest to find a problem and fix it, however when we cannot find a valid warranty repair we get nothing from Honda. At this point all the time spent by our technician as well service management to try and make Mr. [redacted] happy as well as the cost of the rental vehicle will be absorbed by Honda of Oakland.Tell us why here...
We are proceeding with a repair process at the moment to find the leak in the AC I need to drive the car miles or for us to find the leak Thanks Warm regards, [redacted]
Tell us why h
On November 21st we were contacted by Mrs*** stating that her car was at*** *** Honda and the rear door would not work because the alarm was not installed correctly. She stated that she did not want to return to Honda of Oakland due to living so far away and
wanted to have the repairs completed at *** *** Honda. We contact the Alarm install company that same day and explained Mrs*** situation to the manager at the alarm company, at which time he stated that he would contact her and get it taken care of. This was the last we had heard from Mrs*** regarding any further issues. After receiving the Revdex.com notification stating she was still having a problems we contacted the alarm install company who stated that it had been fixed but they would give her a call and find out. We received a call back from the alarm company stating the vehicle was fixed but she was mad at the situation. We contacted Mrs*** who stated that the alarm was fixed but it took days to do it and she wants her money back for the alarm and to have us pay for her oil change elsewhere because we didn’t know what we were doing. After trying several times to explain to Mrs*** that we at Honda of Oakland do not install the alarm and it has nothing to do with the repairs we perform, she stated that she had a meeting in three minutes and didn’t have time for this then the phone disconnected. We contacted the service manager at *** *** Honda who stated that the alarm company came out and fixed the alarm in one day however there were still issues with the vehicle that were covered under the manufactures warranty that took several other days to fix at which time Mrs*** was given a loaner vehicle from *** *** Honda to drive while the Honda warranty repairs were being completed. He stated that the vehicle is now fixed and that he has not heard anything further ere
RevDex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is in progress. Please close this case for the time beingWe've made some progress and will need a miles to see what the problem isSincerely, *** ***
Initial Business Response /* (1000, 9, 2015/05/28) */
Received response via email;
*** *** arrived with her caretaker *** the first time she was here and we were told that she needed to buy a carWe helped her accordinglyHer credit was challenged and as a result the interest rate was
highThis interest rate was determined by the financial institution that was willing to finance herThe customer and her caretaker agreed to the terms, she left with the car and according to all persons involved with the sale, she was happy
About 3months later a person indicating that he was a 'friend of the family' came in and spoke to our General Sales ManagerHe described a scenario indicating he had a friend with a high car payment and wanted us to help get her out the car payment into a vehicle with a lower paymentWe invited him to bring his friend in and we would try to helpWe did not know his friend was *** *** until he showed up with her to do the new dealWe worked a deal on a lease rather than a purchase and it came out to a lesser paymentShe was happy with that
It was not until the customer had left with the new vehicle that we discovered that she had not made the payment on the vehicle that originally was sold to her that we took as the trade inAmerican Honda had already had the vehicle out for repossessionOur general manager called American Honda and asked for an exception for this customer and they agreed, even though she had not made her payments according to the agreementUnfortunately, the exception that Honda made increased the payment for the customer because at this point she was more of a riskThat payment was about the same as the previous paymentBy this time the customer had had the second new car for several daysThen her daughter got involved and called another Honda Dealer who indicated that we had done everything incorrectly, which was not trueIn the end, we invited the customer to return the second vehicle, we refunded all money and gave her the original purchase backIt is to be noted that at all times this customer had at least one support person with her at all times during the negotiations and all parties were in agreement at all times
Thanks,
*** ***
Initial Business Response /* (1000, 8, 2015/06/11) */
We have absorbed the amount of the payment that is mentioned in this complaintThe customer no longer owes us anythingWe apologize that this occurred
Initial Consumer Rebuttal /* (2000, 10, 2015/06/12) */
(The consumer indicated he/she
ACCEPTED the response from the business.)
I am satisfied that we no longer owe them anything and they admitted faultThank you guys so much!
Initial Business Response /* (1000, 5, 2015/08/26) */
We have the signed credit application and accompanying documentation from this customerWe have no ability to change anyone's FICO scoreThe inquiries that he refers to were made by the dealership he dealt with prior on the 11th of August
Please let me know if you need copies of any of the documentation
Initial Consumer Rebuttal /* (3000, 7, 2015/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ere asked for information on 5speed vehicles onlyI explained I already had financing through well's fargoThey contacted well's fargo without my knowledge and came back to me stating that well's fargo was trying to trace my deal and that they needed my info to trace who I wasI foolishly believed that they had talked to Enterprise and that the info I was giving was for Well's Fargo onlyI could not authorize any deal with Honda of Oakland due to an ongoing deal with Enterprise which I was not going to changeOnce I discovered what they were up to I walked outThey continued to destroy my credit days after I saw themIn addition, the salesman telephoned me at approximately pm on the same evening stating that Enterprise had acted unethically by talking to well's fargo and ceasing the bogus financing they cooked upI built my credit point by point only to have these individuals lie to me to gain access to my personal info, but then the ignored my repeated requests to not run my creditThere was no need because I had already bought a car, I foolishly wanted to see the stick shift models and stupidly walked into Honda of Oakland to have my score diminished to from points for revenge for not buying from them and cancelling my deal with Enterprise which was settledLastly, the sales guy also stated that I would pay one way or another because Enterprise was unethical
Initial Business Response /* (1000, 5, 2015/09/02) */
Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***@***.com
We are in receipt of Ms***'s online review and are in process of refunding her $
This is our reply to Ms*** on
YELP:
I apologize that your visit did not go as plannedIt is never our intention to try and take advantage or deceive anyoneI have discussed your vehicle with both the service advisor and technicians involved in the inspectionThe technician explained to me that while looking at your vehicle and the codes that it was displaying the next step in the Honda diagnostic tree is replacement of the transmission fluid and re-inspectHe as well as several other of our technicians stated that this tends to be a temporary fix and sometimes only lasts a couple of hundred miles before the car gets towed back and needs a transmissionThe technician that worked on your vehicle explained this to the advisor who should have explained this to you and given you, the consumer, the option to make that decision and by this review I can see that this did not happenI have talked to the advisor and ensured that this will never happen againI apologize that you were not given both options, but can assure you it was only because the advisor and technician wanted to ensure that you got back to Texas without any issues
Please ask the customer to contact us, at the included email address, with her correct mailing address
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
As much as I appreciate the apology and the reply to the complaint filed with the Revdex.com, it is quite shy of how good customer service should beYou have had access to all of my contact information, email address, physical address and phone number which are contained in my records, as is reflected on the service order from Honda of OaklandHad Honda of Oakland truly been regretful of the actions, or lack thereof, someone would have contact me directly after the post to YelpInstead I get an empty apology to simply brush me off and to make the appearance of being responsive
Physical mailing address: *** XXXXX
Email address: ***@***.net
Phone number: XXX-XXX-XXXX
I hope in the future that your company follows the ethical standards that should be upheld by all dealerships and is reflected by our own personal Honda Dealership
*** ***
***@***.net
XXX-XXX-XXXX
Final Consumer Response /* (2000, 10, 2015/09/10) */
On 9/9/a refund of $was receivedHonda of Oakland has fulfilled the requirements requested
Initial Business Response /* (1000, 6, 2015/07/29) */
Contact Name and Title: *** ***/IT
Contact Phone: XXXXXXXXXX
Contact Email: ***@***.com
We are refunding *** and *** ** $(Nine hundred and ninety one dollars)The check should be mailed out today - *** *** our
assistant general manager has been in touch with this customer to let him know that the refund is on the way
Our records indicate that this vehicle is financed through American Honda Motors so the refund the customer is asking for will go to them as the extended service contract was financed with the car dealplease call me for clarification ***
Initial Consumer Rebuttal /* (2000, 11, 2015/08/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Honda of Oakland has agreed to refund $for the extended warranty
We are reimbursing the customer as requested. $280 going out in mail today
Initial Business Response /* (1000, 5, 2015/05/14) */
Contact Name and Title: [redacted], GM
Contact Phone: [redacted]
Contact Email: [redacted]@pscauto.com
On May 12th, [redacted] approached us via our Facebook page and made similar statements with regard to her vehicle as she has...
to the Revdex.com. As quickly as possible we responded with:
-Hi [redacted] I've spoken to our General Manager, [redacted] and also my Service Manager, [redacted]. I understand that we requested that you bring the car in to let us take care of the issues you have. I also understand that while you were here we also offered to take the car back and give you your money back. We also offered alternate transportation during the repair should you want to move in that direction, but you did not have a driver's license with you to complete Enterprise's requirements. We never got past this point, you left with the vehicle. We are still willing to take the vehicle back, we are still offering to repair any issue you have and we are still offering to provide you with alternate transportation of similar size, until your vehicle is repaired, but you will need your driver's license to rent the vehicle even if we pay for it. -
When Ms. [redacted] brought her vehicle to us the first time for repair our service manager engaged her in conversation to determine exactly what was wrong with the vehicle. Although he had been briefed by our General Manager on this issue, he wanted to speak with the customer directly. When he attempted to do that, she became enraged, screaming and shouting obscenities at our personnel and generally became somewhat out of control. We managed to move past that to the point of getting her set up with a rental car of same or lager size through Enterprise Rent a Car. She stated she needed a similar vehicle for work. Unfortunately, she did have a driver's license with her, a requirement that all rental car companies require and as a result we could not get her into a rental. This only exacerbated her anger and she left with her vehicle, we did not have the opportunity to look at it.
Ms. [redacted] continued to berate our business. We digressed from our online activity on May 12th and reached out via telephone on May 13th. Our employee [redacted] made the call, indicating that we wanted to provide resolution to her and requested that she call us back. As of this writing at 10 am on May 14th we have not heard from the customer.
The vehicle in question is a 2014 model. All disclosures regarding this vehicle, including the Carfax that she continually states we falsified are signed by her. Carfax records must be downloaded from the Carfax site. There is no way to falsify the information that is on the download. The same document that she signed when she purchased the vehicle is available currently on Carfax and is the same document. The vehicle was in good condition when she left with it after the purchase.
We can't move forward with a resolution until we have had the opportunity to speak rationally with the customer, assess the damage or repairs and then create a resolution and a time line for repairs.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I love how this is all my fault. you sold me a defective car and falsified the car fax report. you claim that your service manager was informed, this is not the case. you have lied and I have video to prove it. the car fax that I downloaded from the website is different from the one you gave me, I have copies of this as well. I have requested that you fix the car and provide the cost for this. I want this car checked by an independent mechanic and the cost covered by you. I have documentation of you telling me the tires were fine and balanced and have documentation that this was not done. you claimed to have done a full check on this car yet there were basics that were totally missed, I have documentation of this as well. you sold me a lemon and lied to me about what was done and what was not done on the car, this is unacceptable. I will not speak with your rep on the phone because you have lied to me at every turn of this deal. the only communication I will have with you needs to be documented and seen by third parties. you have made promises and contracted things that you have lied about. I will not deal with you directly anymore, I will not be taken advantage of any further. you sold me an $18K car that is not safe enough to drive. I want the car reviewed and fixed by a mechanic not affiliated with you shop. this is fair and the right thing to do. you have repeatedly called me asking for more money and yet you won't take care of the basics covered in the contract and that you said was already fixed. this is shaddy and bad business.
We are proceeding with a repair process at the moment to find the leak in the AC. I need to drive the car 1000 miles or for us to find the leak.
Thanks.
Warm regards,
[redacted]
Complaint: [redacted]I am rejecting this response because:Honda of Oakland has not done what I asked for in my original complaint and has not provided an accurate depiction of what actually transpired. When I originally took my car in to have the alarm installed, the service was deplorable. I expect an apology. Upon having issues with my car, I asked for Honda of Oakland to arrange for me to take my vehicle to [redacted] Honda because Honda of Oakland doesn't provide loaner vehicles. I only took my car in after I made the appointment the end of December and was without my car for 8 days. I want an apology, a refund for half the cost of the alarm and a reimbursement for the first oil change, which would have been free at Honda of Oakland. Thank you.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/10/28) */
We contacted the customer, spoke to his father. We are refunding the customers money on this product.
Mr. [redacted] arrived at Honda of Oakland on 1/23/17 at 12:42 reporting a leak into the vehicle. Mr. [redacted] has been difficult to work with all along, not giving complete information to help resolve his issue. Upon arrival all he would tell the service advisor was it’s the same leak as...
last time but from the front door, and demanded a rental vehicle. The advisor wrote him up and gave him a rental vehicle as a courtesy as Honda does not provide loaner vehicles. After water testing the vehicle the only leak we were able to find was coming from the driver and passenger side rear windows where customers aftermarket child sunshades are rolled up into the window weather strip deforming/damaging the window weather strips causing water to leak into the vehicle but nothing at the front door. The service manager contacted Mr. [redacted] to advise of this, Mr. [redacted] immediately dismissed our findings becoming angry and stating then why does he have picture of water leaking at the front door? At this point the service manager advised Mr. [redacted] that the only way we can attempt to duplicate and fix his vehicles issue would be for him to give us all the information he has and not continue to withhold information from us. At this point he emailed us the pictures of what he says he came out to on 1/22, we intern replied with the pictures of the water leaking in at the window sunshades. When the service manager arrived on the morning of 1/24 there was an email which is quoted as followed:
“I'd recommend for a leak test to be done on the front door with the panel off. I found this video of a 2015 honda fit showing exactly what I saw at 1:06 https://m.youtube.com/watch?v=aebk6KoBNws” the link to the youtube video was attached.
We did this as requested by Mr. [redacted] for a second time and still found no water leak at the door. I replied to Mr. [redacted] as follows via email
“ I checked your vehicle and found no water on either the front or rear area. After looking at the video you sent I had the technician remove the panel again and look for any signs of water in those areas none was found. As a goodwill I had the technician apply more sealant to the vapor barrier in the spots on the video. This was done just to try and help put your mind at ease. I will water test it one more time this afternoon and then contact you again from there.”
This is the email response we received from Mr. [redacted] which shows appreciation for sealing the driver front door but also demands the rest of the doors be done.
“I'm glad a focus is being put on the front driver side door. All doors need to get the work that was shown on the video to ensure that I dont have this issue again with the next rain. Due to the damage coming from the front which is explicitly shown in the pictures I sent you. As stated from my first email the carpet needs to be replaced. If this is an issues please give me both phone numbers and the address of corporate of honda.”
After the final water test was performed this is the email sent to Mr. [redacted].
“ I performed a final water test on your vehicle and found the only water intrusion to be at both the driver and passenger aftermarket rear window shades which have damaged both rear window weather strips. All four doors show no signs of water intrusion at the weather strips at this time. In reviewing the photos you sent over there appears to a buildup of dirt or debris of some kind in the area that as per your picture was leaking into the vehicle, this was noted on all four door weather strips. In this condition the weather strips may not be able to flex or drain as designed which could cause a leak into the vehicle. We took the liberty of cleaning all four door weather strips. As I had stated before we sealed the driver front door as per the video you sent as a goodwill gesture as we were unable to duplicate any leak at that door. At this point being that we have been unable to find any leak other that the ones described from the sunshades which are not covered by warranty we are not able to perform any work on any of the other doors. Everything that has been done so far is on Honda of Oakland not American Honda because there has been no warrantable failure at this time. With that being said we are unable to find any leaks at this time if you would like to schedule a time to come in and meet with me I would be happy to water test the vehicle with you so you can see what we are seeing. At this time your vehicle is considered ready for pick up and the rental vehicle should be returned by no later than noon tomorrow. Honda of Oakland will discontinue coverage of the rental vehicle as of noon tomorrow. I have forwarded your demand of the carpet replacement to American Honda and am waiting a reply however being the only leak found was not a warrantable repair I don’t see that being likely but that is their call not mine. The contact information for American Honda can be found on www.honda.com.”
This is the email that followed from Mr. [redacted].
“You have repaired the warrantable repair so you have disqualified the front door leak as that being the issue. I'm beyond upset and exhausted of dealing with this vehicle. I'll be contacting America Honda. Thanks for placing my infant in a vehicle that now has mildew/mold.”
After receiving a response from American Honda declining carpet replacement this was the email sent to Mr. [redacted].
“ American Honda has declined replacement of the carpet at this time. If something changes or I hear something different I will let you know. Your vehicle is ready for pickup.”
This is the email that followed from Mr. [redacted].
“You've validated the front door leak problem by resealing the door now you will replace the carpet. I will not be picking up my car until the carpet is replaced. This is the same thing that happened last year.”
This was Honda of Oakland’s response to Mr. [redacted].
“No…as I stated before we have never duplicated the “leak” at the front door. If you read back through our emails its stated as followed, “I checked your vehicle and found no water on either the front or rear area. After looking at the video you sent I had the technician remove the panel again and look for any signs of water in those areas none was found. As a goodwill I had the technician apply more sealant to the vapor barrier in the spots on the video. This was done just to try and help put your mind at ease.” So at this point any further issues you will need to address with American Honda, enterprise has been advised that as of noon tomorrow we will no longer be covering the cost of your rental vehicle. “
This is the email that followed from Mr. [redacted].
“Its not a goodwill gesture to repair the leak and say it never leaked after not doing adequate testing and then to deny me the coverage of my warranty. As stated the carpet needs to be replace.”
Honda of Oakland gets reimbursed by American Honda to perform VALID warranty repairs so it is in our best interest to find a problem and fix it, however when we cannot find a valid warranty repair we get nothing from Honda. At this point all the time spent by our technician as well service management to try and make Mr. [redacted] happy as well as the cost of the rental vehicle will be absorbed by Honda of Oakland.Tell us why here...