Laci Electrical Design

I am writing in response to the above mentioned complaintWe apologized to *** *** for the long waitAs a dealer we act as an intermediary for the insurance and warranty companiesIt is typically a six week wait to receive a refund from the time a loan has been satisfied and the dealer has
received confirmationWe were in transition with our finance department and an employee had documented that he had submitted for refundWe later found that he had not submitted and this should have been relayed to the customer*** *** has received his refund at this timeThanks for your time.Brian W***

I apologize for not responding sooner, I thought this had been taken care of by another department. After reading the complaint and researching the entire deal, I've come up with the following. First of all, a [redacted] will show the vehicle has never been in an accident nor has it ever had any...

accident repair to our knowledge. We had serviced that car prior to its delivery and have no history or reason to believe it had ever been in an accident of any nature. Additionally, I don't understand the mileage discrepancy. We traded that vehicle weeks before [redacted] bought it with 67,191 documented miles on it. When she picked the vehicle up it was documented at 67,201 which coincides with the repair orders from service. This would be on par with the norm as every car is road tested. Contrary to what [redacted] wrote, she had called with an issue the beginning of May, her vehicle was taken in and extensive brake work was performed at no cost to her. In addition, there was a check engine light on that had coded a loose gas cap. That to was remedied and the car left here running perfect. There was a scratch on the bumper of the vehicle at time of sale that [redacted] was given a voucher to have done at no cost and there have been several attempts to get this done but schedule conflicts have prohibited it. We are more than glad to get it done on any Tuesday that she would be able to drop the vehicle off. A free loaner will be provided. As far as the warranty goes, a salesperson had packaged the deal in a yellow instead of a blue folder to signify it is a certified. Once this was brought to the attention of our finance director, the issue was immediately cleared up and all certified perks were given to [redacted]. Please let me know of how I may be of assistance in further clearing up this misunderstanding. Thank YouBrian W[redacted]General managerrMatt Burne Honda

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Mr. W[redacted]'s untimely response to this matter is not due to his believing someone else had responded, but rather typical of my entire experience with Burne Honda.  Contrary to his statement that I first contacted them in May, I had contacted them in January, within less than a week of purchasing the vehicle using their on-line comments form to report that the brakes or some other mechanical component was making noise.  At that time, I also brought to their attention that my vehicle sale documents were not correct as they stated I had a limited 3-month/3,000 mile warranty.  I did receive calls within a reasonable number of days after contacting them from both Mike in the service department and Andy the finance manager.  Andy admitted to an error in not writing the sales documents as a Certified Pre-Owned Honda and stated it would be corrected.  I requested that corrected documents be mailed to me but never received them as requested.  After speaking with Mike in the service department, we set-up a Saturday appointment for me to bring the car in so they could evaluate and fix the mechanical issues.  I was not able to make that appointment due to becoming ill with the flu for more than a week and called to re-schedule.  When I called to re-schedule for another Saturday due to my work and the fact that I live an hour's distance, I was told by the woman that they do not schedule diagnostic appointments on Saturdays.  Due to ongoing bad weather and not being able to bring the car in on a weekday, the car was never repaired.  I called again in April and spoke with Egon in the service department to report my difficulties in obtaining a Saturday appointment and getting the car repaired, including the body repairs that I was given a written voucher for and was told I would be provided a loaner car. I requested that an appoinment for both repairs be made and the promised loaner car provided.  He stated he would have to contact the sales department regarding the loaner car and would contact me back; I never heard from him. I called back again 2 weeks later and got voicemail; I left a message stating my dissatisfaction with their lack of response to these issues and requested that Mr. W[redacted] contact me before end-of-business.  Mr. W[redacted] never contacted me.  Mike from the service department did finally contact me over a week later after I used their on-line comments form once again; this is the only way to get a resonse from Burne Honda.  He would not agree to set-up one appointment for me to bring the car in for mechanical and body repairs and be provided a loaner vehicle as promised but did schedule a Saturday appoinment for me.  I drove over 2 hours round-trip and spent over 2 hours waiting in their service department while they "repaired" the mechanical issues I had reported:  brake/suspension noise, wheel vibrations, check-engine light on, and improper shifting.  The only thing that was resolved was the brake noise and check engine light.  Mr. W[redacted] makes it sound like they did me a favor and repaired the vehicle at no cost to me; a Certified Used vehicle should not have had mechanical problems less than a week from purchase and they should have taken full responsibility for all repairs for obvious pre-existing problems with the car.  The vibration was never fixed and within a few weeks, the brakes started making more noises.  In regard to Mr. W[redacted]'s incorrect statements regarding the [redacted] and body damage on the vehicle:  [redacted] itself makes clear that they are only able to provide information supplied to them and other problems may not have been reported; this is standard and [redacted] reports are not a reliable source.  The day I purchased the vehicle before taking possession of it, I brought to the attention of the salesperson Keith that there was rear bumper damage/badly painted over as well as apparent passenger-side rear quarter panel bad paint-job/repair; it was not just a "bumper-scratch" as Mr. W[redacted] erroneously claims.  Keith refused to repair the quarter-panel paint but did give me a voucher to repair and repaint the bumber.  Over the winter, other areas of paint on the car peeled and bubbled leading to my assertion that the vehicle had sustained damage at some point and had been badly repainted.  This was confirmed by misalignment of the trunk lid as well.  I took the vehicle to a local and reputable service shop that confirmed the vehicle had been re-paired and re-painted which they documented with photos and written repair estimate.  It is my contention that Matt Burne Honda was fully aware of these issues with the body damage and bad re-painting of this vehicle.  Mr. W[redacted]'s own provided [redacted] report shows that Matt Burne Honda performed maintenance/service on this vehicle from it's original purchase date by the original owner in 2012 until it was traded in.  In addition, Honda vehicles are required to go through a rigorous inspection and any issues repaired to qualify for sale as a Certified Pre-Owned Homda.  So basically, Mr. W[redacted] is claiming that after doing all the service on this vehicle from it's original purchase and supposedly meeting Honda's inspection standards, that he is unaware of the existing damage and repair/re-painting of this vehicle prior to my purchase?   Also, I again made repeated calls and left messages to Keith in Sales to get the bumper repair done and waited weeks before he finally contacted me back.  When he finally called towards the end of JUNE, he stated he would contact me back when he would be able to schedule with his "bumper-repair guy".  Once again, I have never heard from Matt Burne Honda again to follow- through.  I have my phone logs showing that I have repeatedly contacted Matt Burne Honda going back to January, as well as their very few and delayed calls back to me.  This doesn't even take into account the numerous times I contacted them using their online contact link.  As it stands, I believed I was purchasing a good, reliable CERTIFIED used vehicle from a reputable dealership.  Instead, I got a piece of junk that had mechanical issues from the start, body damage and a bad paint-job that was never disclosed to me prior to purchase, they tried to cheat me out of the promised Certified-Used warranty until I called them on it, and people throughout the dealership who ignore or delay contacting me back after multiple and frequent requests to make this right.Regards,
[redacted]