Initial Business Response /* (1000, 7, 2016/09/12) */
*** purchased an outboard motor from *** on May 30/He purchased it from *** over the phone paying with his visaIt was signed for and picked up by ***The motor in
question was removed from crating attached to our test tank and serviced(predelivered) for the customer to pick up everything was ok when it was checked
Almost three months later *** came to me and said that *** had a problem with his motor not pumping waterAs I have been dealing with the public for years I know that customer satisfaction is very important to usI told *** to look after the customer asapHe than told me that he did not want the motor fixedI stated that the motor had a manufactures warranty on it for three years and our trained mechanic would look after the problem and replace the defective part with a new *** part ., but before we could do anything we had to check its water pump and find out what happened as it worked at pre-deliveryThe customer would not let us repair the problem and like I told the Customer it is a new motor, under factory warranty and that is why they put a warranty on products for The motor is considered as a use motor once it Is registered and took by a customerThe only other remedy what I could do is to replace the complete lower unit (***)
Hope this will be satisfactory
***
***
Initial Consumer Rebuttal /* (3000, 9, 2016/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in never used motor and when I went to use it was not pumping waternot satisfied that motor has been tested.I also asked for pdi still haven't received it .but this document could of been produced after the fact??***!!!
***
***
Final Business Response /* (4000, 19, 2016/09/28) */
***Document Attached***
Good Morning,
I first apologize about the delay of response as I have been out of the officePlease see requested PDI form as completed on date of sale that motor was pre-delivered inspected and to *** standards was running properly when it left the dealership on sales date May.30/As I said previous we are committed to our customer service and will continue to make every effort to please our customersIn customers statement he is claiming he is; "out *** and no motor" but this is not the caseOn the date *** brought the motor in we acknowledged the problem his concerns and could have repaired under warranty free of change to the customer within the hour the exact day August 23rd nearly months after date of saleWe will continue to be here and willing to diagnose and repair the motor to full factory *** standards by our trained technician and any point that is suitable and available for ***This was not a suitable response for *** as he took his motor that day in the used condition it was in on top of being transported incorrectly laid down on the wrong side as he said in previous statementWe then offered another solution as to replace the lower unit as customer was concerned it could have effected other parts of motor*** *** ***
Final Consumer Response /* (3000, 22, 2016/09/29) */
In regards to receiving feed back from company I still don't accept their resolution
Being that I asked for pdi the day I spoke to ***.*** *** ***.upon viewing your info that you forward to me .and seeing this pdi
I was wondering if this was a joke??? For a pdi!!!*** on pre delivery inspection form.no where does it list out what checks was preformed on the motor.it is still my belief that this inspection was not preformed.and my testament ***(***)***(***)***
He is willing to replace whole lower leg unit,of motor according to pic and correspondence.*** when the issue I have is being concerned with condition of actual engine??? Hopefully he has read my concern correctly??.in saying that ,if he will replace the current engine with new factory engineI will accept this motor as a whole unit
Hoping for a postive resolution for a concerned customer
***
Initial Business Response /* (1000, 11, 2015/07/27) */
***
***
On the ** M*r *** at approximately11AM Mrs*** brought her vehicle in for a pressure test of the
coolant systemShe had stated that she had to keep adding antifreezeThe vehicles odometer read km at this stageOur initial inspection showed that the lower radiator clamp hose was weak and allowing engine coolant to leak out of the hoseWe replaced the hose clamp and topped up the fluid and then bled the systemOnce this had been done we ran the vehicle to ensure the clamp held and then pressure tested the coolant systemIt all held fine, we returned the vehicle to Mrs***Mrs*** paid $**.** for the parts and labor on this visit
On the **th *** *** at approximately 3pm Mrs*** brought her vehicle back to usThe odometer read km a difference of kmThe vehicle had over heated and started leaking from the lower radiator hose againWe replaced the clamp again and on further investigation we notice that 50% of the radiator fins were blockedThis was certainly part of the cause of her vehicle over heating at this time, we also put our *** computer on the vehicle, which showed that the thermostat was sticking, the cooling fans were intermittent and when the fans did kick in it was at a temperature higher than what it should have been; indicating to us that sensors or wiring could possibly be faultyA coolant pressure test was done at this time and the pressure held steadyThese issues were put on the customer copy of the service invoice and told to Mrs***She asked for a quote on the radiator which we gave her a verbal quote, she said that was too much and that she could get it done cheaper, with another company and aftermarket partsWe did not charge Mrs*** for the labor at this time, which came too $***.**
On the **th of *** *** at approximately 12pm Mrs*** had her vehicle brought to us from the highway by roadside assistanceThe odometer now read km a difference of kmThe radiator had been replaced, but as for any further diagnosis or work, we did not knowThe radiator opening were the cap goes had melted and cap was not useableA visual inspection was all we could do at this time; obviously the radiator needed replacing again as it had meltedWe mentioned that it could possibly be the water pump, but without fixing it ourselves we could not be sure of what had happened and if any further damage had been done when it over heatedWe also mentioned that, because of the age of vehicle, if we did work on the water pump that it would be advisable to change the timing chain while we were at itFor the visual inspection we charged Mrs*** $**.** of an hours laborAgain Mrs*** towed the vehicle elsewhere to be rectified
Mrs*** is stating that the head gasket leaking caused it to over heat, which ruined her engineThere was no signs of that on the first visits, however after the engine had overheated so much that she melted part of the radiator; it could most certainly cause a multitude of issues with the head gasket along with the head and engine blockShe stated to us that she had been told before she had visited our dealership that the head gasket was leaking by a garage, yet she did not act on that information at the timeShe obviously thinks they are correct now thoughIf we were that incorrect in our diagnosis why did Mrs*** take 3000km before coming back to us and once her engine was blown? When we carried out our repairs we tested the system, did the garage that put the radiator in do the same? What did they do? Again they obviously didn't advise Mrs*** of anything wrong
It is unfortunate that Mrs*** lost her engine; we had told her that any replacement parts and repairs on her vehicle will be costly as we deal in genuine *** partsGenuine *** parts are more reliable and of better quality than after market partsOn a *** vehicle any repair can be costly due to ageing of the vehicle, the customer must make the decision themselves if they want to put the money towards a new or newer vehicleCustomers have a wide and varied opinion on why they want to keep or don't want to keep an older vehicleIt should not be the responsibility to the dealership to determine that she needed to change her car
Initial Consumer Rebuttal /* (3000, 13, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I brought my vehicle to the dealership, the people who are trained to recognize any issues or problems with their own productThey had at least opportunities to pick up on a problem
Also, it was a reputable shop that replaced the radiator, which in their opion did not need to be changed because water was running freely through the original rad
I advised the service dept that I had been told that it was a head gasket issue and the *** dealer missed the proper diagnosis twice and on the third visit they came up with a wrong diagnosis once again
It is such a shame that they can take the attitude that it is ok to miss diagnose a major problem with one of their own producuts and think that it is ok to just take money from people without doing a proper job
I trusted the dealer to make a proper diagnoses but it seams that a smaller independent garage had more ethics than a major corporation
I feel that the service dept at clarenville Honda is at fault and they took away my opportunity to make an informed decision
Final Business Response /* (4000, 25, 2015/10/05) */
Here is Clarenville Honda's final response to *** ***'s complaint;
As stated previously we carried out our diagnosis and dealt with the current issues correctlyWhen any substantial parts or labor were involved Mrs*** chose to go else where, to get the work doneWe do not guarantee other peoples work or any problems that occur from that work thereafter
However the senior management here at Clarenville Honda would like to reach out to Mrs *** with a gesture of goodwillThey have offered her a $***.** discount off any automotive vehicle, here at Clarenville HondaThis is on top of any deals that are already ongoing, on any new or used automotive vehiclesTo be claimed within the next months
Final Consumer Response /* (4200, 27, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only resolution that I am prepared to accept from clarenville Honda would be in the form of monetary settlement
If they would like to give me their offer in a payment to help me with the costs I incurred I would accept
Unfortunately, because of misdiagnosis I have put alot of money into this vehicle and I am not in a position at this time to purchase a new vehicle
I still continue to drive a *** product and would like to have this issue resolved in an amicable manner
I would need for them to cover some of the costs which I incurred as a result
I have checked into the issues with my vehicle and *** had issued a recall on the engine for the exact sane issue I was having with mine, the only problem with that is the recsllbstarted with vehicles from *** to ***,
*** tech's are aware that there are issues with these vehicles looking coolant and destroying the engines
Initial Business Response /* (1000, 9, 2017/03/27) */
This Customer purchased a unit from us in December 2014. In those 2 years the unit had a warranty campaign done in year 1 and when customer brought unit to us for update and service was compensated for gas. At the end of the season 2 unit was...
brought to our Service Dept - April 8th, 2016 to check clutch. At 1232 MILES cleaning, adjustment(maintenance)of clutch was done. After this we did not see or have contact with customer until current issue in which he was dealing with another Dealer and have been dealing with this Dealer previous. We are independent BRP Dealers and unless unit is in our store there is not much we can do. What is done at another Dealer is unknown to us. Again I'm not exactly sure of current situation. Customer was contacted through our service dept just to let him know that without unit in our Shop there is not much we can do. To me his current issue is being handled by another BRP Dealer. Distance to travel for service is something all customers decide to take on when purchasing a unit at a Dealer outside there area. This is something totally out of our control.
Initial Consumer Rebuttal /* (3000, 11, 2017/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off they never ever compensated me for gas, secondly when I told them of my problem in April 8 2016 they assumed it was the clutch and I'm no mechanic so when I returned home I didn't get a chance to use it due to no snow and not sure if they forgot but this is a skidoo and its made for snow, and the first trip this year nothing but trouble same as last year so I decided to carry it to a closer dealer because of all the cost this piece of junk as caused me, but these people never mentioned that my first ride I had to return right away and the second ride they had to come to my hometown to fix it because I wasn't going to put up with it and when they did the guy even brought the wrong parts out, so buyer beware. They were perfect when I bought it but forgot me once I went through the door.
Initial Business Response /* (1000, 7, 2016/09/12) */
*** purchased an outboard motor from *** on May 30/He purchased it from *** over the phone paying with his visaIt was signed for and picked up by ***The motor in
question was removed from crating attached to our test tank and serviced(predelivered) for the customer to pick up everything was ok when it was checked
Almost three months later *** came to me and said that *** had a problem with his motor not pumping waterAs I have been dealing with the public for years I know that customer satisfaction is very important to usI told *** to look after the customer asapHe than told me that he did not want the motor fixedI stated that the motor had a manufactures warranty on it for three years and our trained mechanic would look after the problem and replace the defective part with a new *** part ., but before we could do anything we had to check its water pump and find out what happened as it worked at pre-deliveryThe customer would not let us repair the problem and like I told the Customer it is a new motor, under factory warranty and that is why they put a warranty on products for The motor is considered as a use motor once it Is registered and took by a customerThe only other remedy what I could do is to replace the complete lower unit (***)
Hope this will be satisfactory
***
***
Initial Consumer Rebuttal /* (3000, 9, 2016/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated in never used motor and when I went to use it was not pumping waternot satisfied that motor has been tested.I also asked for pdi still haven't received it .but this document could of been produced after the fact??***!!!
***
***
Final Business Response /* (4000, 19, 2016/09/28) */
***Document Attached***
Good Morning,
I first apologize about the delay of response as I have been out of the officePlease see requested PDI form as completed on date of sale that motor was pre-delivered inspected and to *** standards was running properly when it left the dealership on sales date May.30/As I said previous we are committed to our customer service and will continue to make every effort to please our customersIn customers statement he is claiming he is; "out *** and no motor" but this is not the caseOn the date *** brought the motor in we acknowledged the problem his concerns and could have repaired under warranty free of change to the customer within the hour the exact day August 23rd nearly months after date of saleWe will continue to be here and willing to diagnose and repair the motor to full factory *** standards by our trained technician and any point that is suitable and available for ***This was not a suitable response for *** as he took his motor that day in the used condition it was in on top of being transported incorrectly laid down on the wrong side as he said in previous statementWe then offered another solution as to replace the lower unit as customer was concerned it could have effected other parts of motor*** *** ***
Final Consumer Response /* (3000, 22, 2016/09/29) */
In regards to receiving feed back from company I still don't accept their resolution
Being that I asked for pdi the day I spoke to ***.*** *** ***.upon viewing your info that you forward to me .and seeing this pdi
I was wondering if this was a joke??? For a pdi!!!*** on pre delivery inspection form.no where does it list out what checks was preformed on the motor.it is still my belief that this inspection was not preformed.and my testament ***(***)***(***)***
He is willing to replace whole lower leg unit,of motor according to pic and correspondence.*** when the issue I have is being concerned with condition of actual engine??? Hopefully he has read my concern correctly??.in saying that ,if he will replace the current engine with new factory engineI will accept this motor as a whole unit
Hoping for a postive resolution for a concerned customer
***
Initial Business Response /* (1000, 11, 2015/07/27) */
***
***
On the ** M*r *** at approximately11AM Mrs*** brought her vehicle in for a pressure test of the
coolant systemShe had stated that she had to keep adding antifreezeThe vehicles odometer read km at this stageOur initial inspection showed that the lower radiator clamp hose was weak and allowing engine coolant to leak out of the hoseWe replaced the hose clamp and topped up the fluid and then bled the systemOnce this had been done we ran the vehicle to ensure the clamp held and then pressure tested the coolant systemIt all held fine, we returned the vehicle to Mrs***Mrs*** paid $**.** for the parts and labor on this visit
On the **th *** *** at approximately 3pm Mrs*** brought her vehicle back to usThe odometer read km a difference of kmThe vehicle had over heated and started leaking from the lower radiator hose againWe replaced the clamp again and on further investigation we notice that 50% of the radiator fins were blockedThis was certainly part of the cause of her vehicle over heating at this time, we also put our *** computer on the vehicle, which showed that the thermostat was sticking, the cooling fans were intermittent and when the fans did kick in it was at a temperature higher than what it should have been; indicating to us that sensors or wiring could possibly be faultyA coolant pressure test was done at this time and the pressure held steadyThese issues were put on the customer copy of the service invoice and told to Mrs***She asked for a quote on the radiator which we gave her a verbal quote, she said that was too much and that she could get it done cheaper, with another company and aftermarket partsWe did not charge Mrs*** for the labor at this time, which came too $***.**
On the **th of *** *** at approximately 12pm Mrs*** had her vehicle brought to us from the highway by roadside assistanceThe odometer now read km a difference of kmThe radiator had been replaced, but as for any further diagnosis or work, we did not knowThe radiator opening were the cap goes had melted and cap was not useableA visual inspection was all we could do at this time; obviously the radiator needed replacing again as it had meltedWe mentioned that it could possibly be the water pump, but without fixing it ourselves we could not be sure of what had happened and if any further damage had been done when it over heatedWe also mentioned that, because of the age of vehicle, if we did work on the water pump that it would be advisable to change the timing chain while we were at itFor the visual inspection we charged Mrs*** $**.** of an hours laborAgain Mrs*** towed the vehicle elsewhere to be rectified
Mrs*** is stating that the head gasket leaking caused it to over heat, which ruined her engineThere was no signs of that on the first visits, however after the engine had overheated so much that she melted part of the radiator; it could most certainly cause a multitude of issues with the head gasket along with the head and engine blockShe stated to us that she had been told before she had visited our dealership that the head gasket was leaking by a garage, yet she did not act on that information at the timeShe obviously thinks they are correct now thoughIf we were that incorrect in our diagnosis why did Mrs*** take 3000km before coming back to us and once her engine was blown? When we carried out our repairs we tested the system, did the garage that put the radiator in do the same? What did they do? Again they obviously didn't advise Mrs*** of anything wrong
It is unfortunate that Mrs*** lost her engine; we had told her that any replacement parts and repairs on her vehicle will be costly as we deal in genuine *** partsGenuine *** parts are more reliable and of better quality than after market partsOn a *** vehicle any repair can be costly due to ageing of the vehicle, the customer must make the decision themselves if they want to put the money towards a new or newer vehicleCustomers have a wide and varied opinion on why they want to keep or don't want to keep an older vehicleIt should not be the responsibility to the dealership to determine that she needed to change her car
Initial Consumer Rebuttal /* (3000, 13, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I brought my vehicle to the dealership, the people who are trained to recognize any issues or problems with their own productThey had at least opportunities to pick up on a problem
Also, it was a reputable shop that replaced the radiator, which in their opion did not need to be changed because water was running freely through the original rad
I advised the service dept that I had been told that it was a head gasket issue and the *** dealer missed the proper diagnosis twice and on the third visit they came up with a wrong diagnosis once again
It is such a shame that they can take the attitude that it is ok to miss diagnose a major problem with one of their own producuts and think that it is ok to just take money from people without doing a proper job
I trusted the dealer to make a proper diagnoses but it seams that a smaller independent garage had more ethics than a major corporation
I feel that the service dept at clarenville Honda is at fault and they took away my opportunity to make an informed decision
Final Business Response /* (4000, 25, 2015/10/05) */
Here is Clarenville Honda's final response to *** ***'s complaint;
As stated previously we carried out our diagnosis and dealt with the current issues correctlyWhen any substantial parts or labor were involved Mrs*** chose to go else where, to get the work doneWe do not guarantee other peoples work or any problems that occur from that work thereafter
However the senior management here at Clarenville Honda would like to reach out to Mrs *** with a gesture of goodwillThey have offered her a $***.** discount off any automotive vehicle, here at Clarenville HondaThis is on top of any deals that are already ongoing, on any new or used automotive vehiclesTo be claimed within the next months
Final Consumer Response /* (4200, 27, 2015/10/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only resolution that I am prepared to accept from clarenville Honda would be in the form of monetary settlement
If they would like to give me their offer in a payment to help me with the costs I incurred I would accept
Unfortunately, because of misdiagnosis I have put alot of money into this vehicle and I am not in a position at this time to purchase a new vehicle
I still continue to drive a *** product and would like to have this issue resolved in an amicable manner
I would need for them to cover some of the costs which I incurred as a result
I have checked into the issues with my vehicle and *** had issued a recall on the engine for the exact sane issue I was having with mine, the only problem with that is the recsllbstarted with vehicles from *** to ***,
*** tech's are aware that there are issues with these vehicles looking coolant and destroying the engines
Initial Business Response /* (1000, 9, 2017/03/27) */
This Customer purchased a unit from us in December 2014. In those 2 years the unit had a warranty campaign done in year 1 and when customer brought unit to us for update and service was compensated for gas. At the end of the season 2 unit was...
brought to our Service Dept - April 8th, 2016 to check clutch. At 1232 MILES cleaning, adjustment(maintenance)of clutch was done. After this we did not see or have contact with customer until current issue in which he was dealing with another Dealer and have been dealing with this Dealer previous. We are independent BRP Dealers and unless unit is in our store there is not much we can do. What is done at another Dealer is unknown to us. Again I'm not exactly sure of current situation. Customer was contacted through our service dept just to let him know that without unit in our Shop there is not much we can do. To me his current issue is being handled by another BRP Dealer. Distance to travel for service is something all customers decide to take on when purchasing a unit at a Dealer outside there area. This is something totally out of our control.
Initial Consumer Rebuttal /* (3000, 11, 2017/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off they never ever compensated me for gas, secondly when I told them of my problem in April 8 2016 they assumed it was the clutch and I'm no mechanic so when I returned home I didn't get a chance to use it due to no snow and not sure if they forgot but this is a skidoo and its made for snow, and the first trip this year nothing but trouble same as last year so I decided to carry it to a closer dealer because of all the cost this piece of junk as caused me, but these people never mentioned that my first ride I had to return right away and the second ride they had to come to my hometown to fix it because I wasn't going to put up with it and when they did the guy even brought the wrong parts out, so buyer beware. They were perfect when I bought it but forgot me once I went through the door.