Ken Vance Car City Honda

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Robert [redacted]       I spoke with owner this morning .We discussed the matter but agree to disagree. It was a cordial meeting. I do not believe any further discussion will result in a different conclusion. Therefore I consider the matter closed and will have to decide whether or not to conduct any further business with Car City Honda. Thank you.

I have attached the 2 repair orders.  On July 21, 2015 [redacted] brought her 2009 Pontiac Vibe with 182,875 miles to our dealership.  This was the first time we had ever worked on this vehicle.  She had a concern of the vehicle shuttering at stop signs and verbally explained to [redacted]...

(service advisor) that is sounded like a diesel.  The technician drove the vehicle and verified that the noise existed.  He saw that the timing chain tensioner was leaking oil externally.  This could be causing the timing chain to loosen up but replacing a timing chain is a labor intensive and expensive job.  First disconnect battery, remove the drivebelt, remove the windshield washer reservoi and the valve cover, remove right front wheel and splash shield, drain cooling system, remove power steering pump and reservoir, position number 1 piston at TDC on the compression stroke, remove the crankshaft puley/vibration damper, support the engine, remove the passenger side engine mount, remove the drivebelt tensioner, engine mount bracket and crankshaft position sensor, remove water pump, remove the timing chain tensioner, remove the timing chain cover fasteners, slide the crankshaft position sensor, lift timing chain offe the camshaft sprocket, replace and put back together.  Due to the extent of this repair, the technician visibly saw the timing chain tensioner leaking and with replacing that was hoping that the chain would tighten up.  The technician drove her vehicle about 22 miles attempting to verify he was not hearing the noise anymore.  [redacted] was told that the timing chain could be stretched and that this was causing her problems.  She paid $220.80 for this repair.  [redacted] brought the Vibe back on July 27, 2015 with 183,334 miles (437 miles later) with a check engine light and loss of power.  The code was P0016 and the technician replaced the part per the diagnostics but that did not fix her problem.  We did not charge [redacted] for the $250.78 as it did not fix her problem.  Unfortunately the technician would in fact need to replace the timing chain.  This is never an easy conversation when you are asking someone to invest $1500 in their vehicle.  [redacted]'s accusation that we caused the problem and that her vehicle drove fine when she brought it in are inaccurate.  I feel we treated [redacted] fairly and unfortunately her vehicle is not yet fixed but the problem existed when she brought it in for service on July 21, 2015 per the repair order.  A vehicle with 183,XXX miles will continue to have wear and tear problems but that doesn't mean it is the repair shop's responsibility.

[redacted] the service manager looked up history and this is what was discovered.  Since the vehicle has not been to our dealership since 2013, he cannot remember specific details other than the repair orders that are on file.  The customer did not pay for any repairs made to the...

vehicle.  We took care of the repairs and have not seen Jesse since 2013.  We were not aware of any additional repairs after 11/13/13.  Since customer has not been back to the dealership we are unable to cover any repair at other facilities 2 1/2 years after our repairs were made.7/13 - Sold vehicle to [redacted]8/3/13, 57,269 miles - Customer states fluid leaking, found bottom tank of radiator leaking. Replaced radiator (aftermarket parts warranty).11/13/13, 60,712 miles - Customer states fluid leaking again,  found a bypass hose leaking, and radiator leaking again. Replaced hose and radiator. This is the last time we worked on the vehicle.The customer did not pay for any of these repairs.

I sincerely apologize for the problems you have experienced with your vehicle.  Since we have not physically worked on your vehicle since 2013 we are unable to offer any assistance.

Robert, you and I spoke about this situation and I was the one that credited your account $118.  I am sorry that you still upset.  Our pricing is market based and competitive to all other Honda dealers within a 500 mile radius.  We continually check our pricing throughout the...

year to ensure that we are competitive.  In regards to your specific service, our technicians have over 10 years experience and a few over 15 years.  The technician that worked on your vehicle has worked here over 10 years and through training and years of experience is able to complete many service more efficiently than a newer technician would be able to.  Each individual service would take longer if they were done independently of each other.  However, your services were all done at one time.  Thank you again for your business.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Very Poor at standing behind the vehicle sold. Issue was existing and repeated problems well known. Was on first name basis with service rep Josh and service manager Kevin regarding the recurring problem. I am very disappointed in the way this was and is being handled. I expected better from a large Honda dealership.
Regards,

Thank you for taking the time to come in and discuss the matter Robert.  We are sorry that we are unable to come to an agreement that is satisfactory for both parties.  We do appreciate your business and hope that with good open communication lines, your next visit will be exceptional.  Please feel free to contact myself directly at ###-###-#### to make your next appointment.  Enjoy your day!  Kevin

Review: I brought my car in for a slight rattle. Repair stated that it was do to the tensioner being loose. I approved the repair. They replaced the tensioner . When I got the car back it drove for differently. When I stopped Athens turned the car on my check engine light came on. I called them and they said it wasfine to drive if it was flashing and that they wewereure it was just vacuum hose that came off. When Ibriought it back they stated that thetiming chain was bad and it would 1500 to fix. My car drove fine when I brought it in. I believe they did the damage when repairing the tensionerDesired Settlement: Mthey should be responsible for fixing the damage

Business

Response:

I have attached the 2 repair orders. On July 21, 2015 [redacted] brought her 2009 Pontiac Vibe with 182,875 miles to our dealership. This was the first time we had ever worked on this vehicle. She had a concern of the vehicle shuttering at stop signs and verbally explained to [redacted] (service advisor) that is sounded like a diesel. The technician drove the vehicle and verified that the noise existed. He saw that the timing chain tensioner was leaking oil externally. This could be causing the timing chain to loosen up but replacing a timing chain is a labor intensive and expensive job. First disconnect battery, remove the drivebelt, remove the windshield washer reservoi and the valve cover, remove right front wheel and splash shield, drain cooling system, remove power steering pump and reservoir, position number 1 piston at TDC on the compression stroke, remove the crankshaft puley/vibration damper, support the engine, remove the passenger side engine mount, remove the drivebelt tensioner, engine mount bracket and crankshaft position sensor, remove water pump, remove the timing chain tensioner, remove the timing chain cover fasteners, slide the crankshaft position sensor, lift timing chain offe the camshaft sprocket, replace and put back together. Due to the extent of this repair, the technician visibly saw the timing chain tensioner leaking and with replacing that was hoping that the chain would tighten up. The technician drove her vehicle about 22 miles attempting to verify he was not hearing the noise anymore. [redacted] was told that the timing chain could be stretched and that this was causing her problems. She paid $220.80 for this repair. [redacted] brought the Vibe back on July 27, 2015 with 183,334 miles (437 miles later) with a check engine light and loss of power. The code was P0016 and the technician replaced the part per the diagnostics but that did not fix her problem. We did not charge [redacted] for the $250.78 as it did not fix her problem. Unfortunately the technician would in fact need to replace the timing chain. This is never an easy conversation when you are asking someone to invest $1500 in their vehicle. [redacted]'s accusation that we caused the problem and that her vehicle drove fine when she brought it in are inaccurate. I feel we treated [redacted] fairly and unfortunately her vehicle is not yet fixed but the problem existed when she brought it in for service on July 21, 2015 per the repair order. A vehicle with 183,XXX miles will continue to have wear and tear problems but that doesn't mean it is the repair shop's responsibility.

Poorly run operation. My vehicle went in for service due to a breakdown on a Sunday and the repairs weren't completed until Thursday. Most of the people that I dealt with seemed confused about how to resolve the matter without me making suggestions. I was quoted one price and when the repairs were finally finished the price went up nearly $150.00. I will not return to this shop nor do I recommend them to anyone. Nice people, but poor service.

Review: I have brought my BMW 325xi into this shop for fixing the coolant system as the light was coming on. I first replaced the thermostat and paid Ken Vance Motors for that. Next I came in as the light still turned on and they had me replace my overflow tank. This is getting to be a significant cost at this point. I notice the light still comes on. Their service person [redacted] tries to [redacted] it off as a sensor but in reviewing the paperwork it shows my sensor replaced. This company is beyond inferior to the point of raw incompetence. Their $100/hour rate is bogus based on the quality of return. Next I bring in my car again for this light and a couple additional issues. They give me an outrageous estimate $1500 higher than a BMW dealership. They were trying to scam me on work hours as I reviewed them with this [redacted] and he kept knocking down the hours. [redacted] admitted they were charging me too many hours on this estimate. And the worst part is when I get my car they charge me $56 for 30 min of labor and shop supplies even though I am bringing my car back for the light coming on that they never fixed. This is my worst service experience. I have been lied to, cheated out of money, and taken advantage of by this company. I demand the $56 credited back to my card that was run in order for me to take MY BMW home. Your company robbed me of enough time and money. They shouldn't nickel and dime me after trying to steal from me. I consider it an attempt to steal when a company inflates their quote as much as Ken Vance did. $5000 for power steering fix, radiator hose (that their mechanics were too incompetent to fix the first 2 times!!!!), and a couple axles. HMMMM.... BMW dealership quoted this same work at $3500 and I found private mechanics to quote it at even less than that. This company is run by a bunch of swindlers and scam artists. Then they charge me $56 and some change to diagnose problems they were already aware of. They sent me away with a charge to my credit card and nothing in formal writing about what was wrong with my car. I got a bit of scribbled notes from a mechanic that I cannot read. I did not get anything for my $56!!!Desired Settlement: REFUND MY DEBIT CARD FOR THE AMOUNT YOU SCAMMED FROM ME!! $56 and some change. I am willing to never do business with you again. I have long stopped referring people to Ken Vance and in fact see to it that my friends DO NOT take their vehicles their

I bought a Honda Certified 2011 CR-Z on friday. Finally picked it up on monday. They told me it was more expensive than the regular Blue Book pricing because it was certified. Which I completely understood. My boyfriend has a 2008 Honda Civic that was certified and it has been great. No problems with his car whatsoever. When I test drove it the salesperson I was working with told me that the battery had died from sitting in the lot (we couldn't get it to start) so he replaced it for me. Which I was happy about. The information he had about the vehicle was kind-of wrong but it was understood because they have so many different vehicles there. He didn't discuss the price with me, which is also my fault because I also didn't bring it up. Although I think he thought I was stupid and didn't know what I was talking about. Little did he know my boyfriend knows a LOT about cars. Got it on monday and to be certified I was supposed to get 3 different keys for the car. I was told that they only had one for the car and to be sure I didn't lose it. Drove the car to work, drove it home, and picked up a friend to show her how much I LOVED this car. All of the sudden my dashboard started saying "BRAKE" (I have a 6-speed manual), and "Low Brake Fluid", "Check VST System", and "Check Hill Assist System". Got home and looked at my 128 Pt. inspection. 39 (maybe 40?) out of 128 on the inspection sheet were marked incorrectly or not at all. So I brought it back this morning at 8:30 to be fixed. I was told that they put in a new battery so the mechanic cleared the old issues that they thought was due to the battery. Kind of weird, because AFTER this they were supposed to do a 128 Pt. inspection. I understand that other people in Eau Claire have Hondas that need to be fixed, checked out and worked on. But I just got this car yesterday and drove it for about 30 minutes. I feel like this should be a priority to them. I called around 3:30pm and talked to someone who works in the shop area. Told him my name and my new vehicle and who I spoke to. He said he had no idea who I spoke to, no idea that my vehicle was there, and that he had no information about when my car would be checked up. Extremely long story short, I didn't pay $12,451 for a car that shouldn't even be certified. I didn't pay that much for a car that already had problems. And I definitely don't think I should be paying a monthly payment (right now) for a vehicle that I got YESTERDAY that is now sitting in their lot unattended to. I'm so unbelievably frustrated. I called Honda corporate about this but they won't be getting back to me for 2 days. I don't really know what I'm supposed to do. And there's a sticker in the loaner vehicle telling me to fill the tank when I'm done with it. I find it funny that I'm supposed to put fuel into a tank on a vehicle that I got because THEY screwed up my car. Yes, people make mistakes but this is RIDICULOUS.