Lima Oxford Associates

Effective today, this complaint needs to be closed, because I've received my $ [redacted] refundThank you, [redacted]

Dear Ms, [redacted] , I spoke with Mr [redacted] on Thursday, July I am going to refund the money spent on the tire here at west Broad Honda The amount of the refund will be $129.34.Mr [redacted] was in agreement with this resolutionThank you, [redacted] ***Service ManagerWest Broad Honda [redacted] 804-915-

Part was ordered over the weekendOn Monday customer was told the part was out of stock and would need to be orderedCustomer replied that she is reporting us for theft, calling the police, and the [redacted] She then stated we are crooks and that our customer service is a jokeWe apologized for her inconvenience and explained that we would refund her purchaseOn June 8, Mrs [redacted] reordered part and it was promptly sent out to her and arrived on June 10, Please see attachments for copies of all email correspondence between our parts department and Mrs [redacted] .Thank you,Steve P [redacted] General ManagerWest Broad Honda

In regards to the issues that Mrs [redacted] is having with the vehicle that she purchased from West Broad Honda on February 14, 2017: It is our intention to provide every customer with an outstanding and hassle free experience when they purchase a car (new or pre-owned) from West Broad Honda, however it seems this has not been the case for Mrs [redacted] While we have an exhaustive and thorough used car inspection process it is the inherent nature of a pre-owned car that at any time after purchase any part mechanical or electrical can break/malfunctionI regret that Mrs [redacted] has experienced some of these unfortunate experiencesI have spoke with all the parties involved since she purchased her vehicle and every issue that Mrs [redacted] has brought to West Broad Honda’s attention has been fixed at no charge to her and while it is not a policy of West Broad Honda a loaner car was provided at no extra charge alsoI know it’s frustrating to have to bring the car here and then wait while we send it to a [redacted] dealer for repairs it is necessary to have [redacted] factory trained mechanics address the issues that she has had and not our Honda trained mechanics that are on our staff Lastly, in regards to the engine having shut down and unable to start, there is not anyone here on staff that is aware of this issueThe complaint received from Revdex.com is the first time that we have been made aware of thisAnd as with the other issues Mrs [redacted] has had we are willing to make the necessary repairs at no charge to herShe is still within the month/ 3,mile warranty that West Broad Honda has provided on her car that covers engine, power train, and electrical/electronics, and she purchased an extended warranty that would also cover any engine malfunction or breakdown and all other components of her car excluding wear and tear items (exBrake pads, wiper blades, etc.), and she is still within [redacted] ’s factory engine/power train warrantyAll Mrs [redacted] needs to do is reach out to us and schedule a time to come by and we are happy to take of this Steve P [redacted] General ManagerWest Broad Honda [redacted]

Please see attached.Ann from the business returned my phone callShe stated that on the 9th she called [redacted] to verify the oil consumption test information they have was accurateThere is no documentation of the test the information is given over the phoneThe test results for Mr [redacted] car is using quart of oil in 2,milesNotquart of oil in 1,miles or less which is what the issue of the vehciles is forThe warranty on the vehicle got extended, the warranty was affective from the date of purchaseThe warranty for Mr [redacted] vehicle was originally yr or 60,miles which ever came 1stThe warranty got extend to yrs or 125,miles which ever came 1stMr [redacted] warranty expired Nov 18th, The oil consumption test was done March 13, even though it was past the warranty period

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The above referenced complaint has been handled by the merchant and I am satisfied with their response. *** ***
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Revdex.com,there is no offer to considerThey didn't even consider, as an aside, letting me know if pending recall items can be takwn care of, at the dealer closest to my homeI would just like for this to be over and would like nothing further from West Broad HondaI will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
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I am sorry to hear of the experience that Mr. [redacted] has had with our servicedepartment at West Broad Honda. There seems to have been miscommunicationfrom our service staff and failure to follow through with the warranty extension policy and procedure set forth by [redacted] Motor Co....

Ourservice department strives to provide an easy, transparent, and efficientvisit for each and every service customer. On behalf of West Broad Honda Iapologize that this is not the service that Mr. [redacted] experienced. Below isour explanation of the events from our perspective and a plan forresolution.[redacted] came to our service department on 3/13/2016 to get an oilchange on his [redacted]. At that time an Engine Oil Consumption Testwas performed and Mr. [redacted] was provided a copy of the attached form. The Engine Oil Consumption is a warranty extension. It is not a recall. A vehicle must fall within the parameters set forth by [redacted] Motor Co. to qualify for the repair. Per [redacted] Motor Co. in order to do this test an oil change is completed and then the customer is to monitor the oil in their car using the dipstick. Once the oil on the dipstick is at the mark that states "Return to the dealer if the oil level is down to this level or lower" the customer is supposed to come back to the service department. If they are unable to come back at that time the customer is instructed to add oil as needed and record how many quarts are put into the engine. Mr. [redacted] came back to our service department on 5/31/2016 and had added 2 quarts. Our service department called [redacted] with the results (please see attached form) and Mr. [redacted] vehicle did not qualify for the warranty extension. At that point our service advisor should have communicated that to Mr. [redacted].To resolve this we would like for Mr. [redacted] to come back and let us performthe Engine Oil Consumption Test again. There will be no charges to Mr. [redacted]for anything related to performing this test again. Also, management staffwill ensure that all service advisors are aware of policy and procedureassociated with this type of service and training materials supplied ifneeded.Again, we are sorry to hear of Mr. [redacted] experience but appreciate theopportunity to learn from this and make our team better.Steve P[redacted]General ManagerWest Broad Honda(804) 915-4444

In regards to the issues that Mrs. [redacted] is having with the vehicle that she purchased from West Broad Honda on February 14, 2017: It is our intention to provide every customer with an outstanding and hassle free experience when they purchase a car (new or pre-owned) from West Broad Honda,...

however it seems this has not been the case for Mrs. [redacted]. While we have an exhaustive and thorough used car inspection process it is the inherent nature of a pre-owned car that at any time after purchase any part mechanical or electrical can break/malfunction. I regret that Mrs. [redacted] has experienced some of these unfortunate experiences. I have spoke with all the parties involved since she purchased her vehicle and every issue that Mrs. [redacted] has brought to West Broad Honda’s attention has been fixed at no charge to her and while it is not a policy of West Broad Honda a  loaner car was provided at no extra charge also. I know it’s frustrating to have to bring the car here and then wait while we send it to a [redacted] dealer for repairs it is necessary to have [redacted] factory trained mechanics address the issues that she has had and not our Honda trained mechanics that are on  our staff.  Lastly, in regards to the engine having shut down and unable to start, there is not anyone here on staff that is aware of this issue. The complaint received from Revdex.com is the first time that we have been made aware of this. And as with the other issues Mrs. [redacted] has had we are willing to make the necessary repairs at no charge to her. She is still within the 3 month/ 3,000 mile warranty that West Broad Honda has provided on her car that covers engine, power train, and electrical/electronics, and she purchased an extended warranty that would also cover any engine malfunction or breakdown and all other components of her car excluding wear and tear items (ex. Brake pads, wiper blades, etc.), and she is still within [redacted]’s factory engine/power train warranty. All Mrs. [redacted] needs to do is reach out to us and schedule a time to come by and we are happy to take of this.  Steve P[redacted]General ManagerWest Broad Honda[redacted]

David M[redacted] spoke with [redacted] today. West Broad Honda will
be refunding all diagnostic charges. In additional the matter of dishonesty
will be investigated with the technician and service advisor.

Please see attached.Ann from the business returned my phone call. She stated that on the 9th she called [redacted] to verify the oil consumption test information they have was accurate. There is no documentation of the test the information is given over the phone. The test results for Mr. [redacted] car is using 1 quart of oil in 2,312 miles. Not1 quart of oil in 1,000 miles or less which is what the issue of the vehciles is for. The warranty on the vehicle got extended, the warranty was affective from the date of purchase. The warranty for Mr. [redacted] vehicle was originally 5 yr or 60,000 miles which ever came 1st. The warranty got extend to 8 yrs or 125,000 miles which ever came 1st. Mr. [redacted] warranty expired Nov 18th, 2015. The oil consumption test was done March 13, 2016 even though it was past the warranty period.

Time charged to repair is not the same as actual time the job takes to perform. Auto repair times are flat rate. (set amount of time to complete a job based on industry/manufacturer standards) After investigating this particular repair, it was discovered the time charged was for a different year...

CRV. What was charged was incorrect and a credit will be issued. Our apologies for the error and thank you for bringing it to our attention.

Effective today, this complaint needs to be closed, because I've received my $[redacted] refund. Thank you, [redacted]

Part was ordered over the weekend. On Monday customer was told the part was out of stock and would need to be ordered. Customer replied that she is reporting us for theft, calling the police, and the [redacted]. She then stated we are crooks and that our customer service is a...

joke. We apologized for her inconvenience and explained that we would refund her purchase. On June 8, 2017 Mrs. [redacted] reordered part and it was promptly sent out to her and arrived on June 10, 2017. Please see attachments for copies of all email correspondence between our parts department and Mrs. [redacted].Thank you,Steve P[redacted]General ManagerWest Broad Honda

[A default letter is provided here which indicates your acceptance of the business's offer.  If...

you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Dear Ms, [redacted], I spoke with Mr. [redacted] on Thursday, July 16. I am going to refund the money spent on the tire here at west Broad Honda.  The amount of the refund will be $129.34.Mr. [redacted] was in agreement with this resolution. Thank you, [redacted]Service ManagerWest Broad...

Honda[redacted]804-915-4471