Luther Brookdale Honda

Initial Business Response / [redacted] (1000, 6, 2015/05/29) */ We have reviewed the customers concern regarding leaving personal items on the floor that should have been placed back into the glove compartmentIt was necessary to remove the items from the glove compartment in order to replace the cabin hepa filter and unfortunately those items did not get replaced as foundWe pride ourselves in good customer service and we also would agree this is not up to our standard of serviceIn regards to the claim that we used high pressure sales tactics to sell other services we would disagree with this claimThe advisor was using factory recommended guidelines as to the services due on the vehicle in order to maintain the vehicle and insure it continues to operate in a safe and driveable mannerAlthough we were able to perform some of the recommended services due we were not able to perform all of themWe would like to offer to send you a gift card in the amount of $to use on your next service with usThank you and we look forward to working with you again in the future Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept Luther Honda's offer of a $gift cardThe Revdex.com requested Luther Honda to explain why the tire rotation was charged to the invoice while the tire rotation was not performedLuther Honda's service department manager has refused to answer this question by both myself and the Revdex.comThis is an act of unprofessionalism by Luther Honda's service manager and may be seen as a fraudulent act by charging a customer for a service that was never perform

This letter is in response to Mr [redacted] ’s letter to your office in regards to his Honda Odyssey VIN # [redacted] with a claim of oil being over filled at our facilityMr [redacted] had his oil changed, wiper replacement and Honda Recall 17-1-9-RO # & 70, milesOur guns that are used to dispense oil have meters on them and the oil installed on his vehicle was quarts with replacing the oil filter which was dispensed using metered gun to prevent any kind of over/under fill situationsMr [redacted] returned back to our facility 2-7-RO # & 70,miles for a concern of TPMS light in the dash on and no concern of any noise from the engine or drivetrain which would have clearly been present if there was an over fill conditionIf in fact the oil would have been overfilled by quarts which was stated by Tires Plus 3-7-at exactly 71,miles there would have been large quantities of smoke coming from the exhaust on the vehicle immediately after the oil change, oil would have been being pushed out the vent tubes and baffles immediately leaking out on the ground and covering the engine following the oil change and the vehicle would have never left the stallClearly the vehicle left Luther Brookdale Honda with the proper quantity of oil installed in the vehicle 1-9-or these symptoms would have been present immediately upon the conclusion of the serviceFurthermore with an extra quarts of oil over and above the quarts with the oil filter the engine would have been so full of oil it would have filled the crank case causing the cylinders of the engine to fill with oil causing an immediate miss-fire condition and would have likely hydro-locked the engine immediately and pushing oil out the front oil seals which is not the caseWithout performing an accurate diagnostic to determine the exact issue in Mr [redacted] ’s engine it is impossible to determine the root cause of the noise in his engineBeing overfilled with oil is actually the least likely thing to come to mind 1-9-RO # 698576, 70,miles Luther Brookdale Honda performed an oil change, wiper replacement and also performed Honda Recall # 17-for 2nd row seatsAlso as part of the service a multi point inspection was performed and on that inspection the tires were noted to be in poor condition at 3/or less which was declined by Mr [redacted] .2-7-RO # 703674, 70,miles Luther Brookdale Honda performed a TPMS diagnostics for the tire sensorsAfter testing the TPMS system all the tire sensor passed inspection and MR [redacted] was not charged for that diagnosticsNo concern of knocking was noted at this tie which was almost a month from the oil change service by Mr [redacted] Big O Tires invoice # shows 145,miles on it 2-27-which noted oil overfilled on arrival and knocking noiseAll the documentation was had written on the Mr [redacted] ’s copy with a typed “INSPECT DRIVE BELT SYSTEM” concern.And no oil level was adjusted at this time and no accurate level of the oil documentedTires Plus invoice # shows miles on it and this invoice shows voided with notes stating ticking noise below 35-mph above that it goes away which is not a valid concern for a vehicle overfilled by oilTires Plus Invoice # shows 71,miles exactly on it 3-6-which states as Notes that the vehicle came in quarts overfilled but doesn’t state that they adjusted any oil levels which is impossible to determine quarts over filled without dropping the oil and measuring the accurate level.We have a very robust process in place to ensure all of our guests vehicle’s get the highest quality of service which includes very precise metered oil guns, all wheels/tires, oil drain plugs and oil filters are torqued to specifications and vehicles receive a comprehensive multi point inspection to which we found Mr [redacted] ’s tire’s in poor operation condition that he declined 1-9-Unfortunately Mr [redacted] ’s vehicle is experiencing a mechanical failure it is very clear that the failure was not a product of overfilling the oil and Luther Brookdale Honda did its due diligence in servicing Mr [redacted] ’s vehicle and can assume no wrong doing in the mechanical failure to his vehicle Sincerely; Mike Suelter Service Director Luther Brookdale Honda

The vehicle in question is a Honda Civic with milesIt was brought to us for a service bulletin regarding paint cracking on the roof and hoodWe performed paint work per Honda guidelines on the hood and roofThis vehicle was brought to us with literally dozens of scratches on virtually every surface of the carThese scratches have obviously been on the car for some timeWe can accept no responsibility for any scratches on this car and quite frankly can offer no assistance in this matterOur best guess is the existing scratches are more obvious now in contrast to the freshly painted roof and hood

Initial Business Response / [redacted] (1000, 5, 2015/11/11) */ I am sorry your recent visit was not so smoothI agree that you are due a full refund for your original diagnostic feeYou can expect a check soon and a $Luther Brookdale Honda gift cardPlease accept my apology for your experience Thanks Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/11) */ Advised Ms [redacted] that the dealership has indicated she has a refund check and gift card on its way to her Closing case 'Resolved' for now, but advised Ms [redacted] that if she hasn't received her check / gift card within a reasonable timeframe, she may contact Revdex.com to have case re-opened for follow-up

I am rejecting this response because: The statement made by the business is completely falseObviously there is no communication between the GM and his service departmentIt was my husband who spoke to the service director who accepted fault for the missing capThe service director had spoken to my husband and was very apologetic and understanding of the situationThe service director offered the free diagnostics and courtesy carFurthermore, the service director explained the possibility that a missing cap will lead to loss of fluid which will damage the system The GM lie about what the exchange between me and him, and quick to make up an exchange between me and the service directorHe can deny everything he said to me but my brother n law was also present and can attest to everything the GM said; which is all quite disturbing The GM wants to blame the cold weather, the old car, the engine oil, everything else he can imagine for the steering system failing but he refuses to acknowledge the simple fact that there is a major HUMAN ERROR in any job that people performEspecially for technicians who do a hundred oil changes a day, they are bound to forget something as simple as forgetting to put a cap back onThere are tons of evidence when the technicians has forgotten to simply put a cap back on during a simple oill change, how can the GM refute this?!?! A person in his positon should not be allow to give such misleading information to it's consumer Telling a customer that it is safe for engine oil and steering oil to not have caps on is very irresponsible and dangerous I would like this matter forwarded to the owner and would love to see the GM in court

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Auto dealers are subject to a number of Federal Laws that require we verify the identities of our customers. Mr [redacted] 's claim is that he never gave permission to access his credit history, when in fact he signed a form that very clearly... spelled out that we would and provided an explanation of why. Mr [redacted] also states he told his salesperson he did not want his credit pulled. Our salespeople know better than to tell a customer that a credit report would not be pulled and have no role in the process. He also claims he paid by "cash" indicating that somehow that would not require a credit check. In fact, he paid by personal check with a number below five thousand. It is our policy to verify credit on all personal checks used to pay for vehicles due to the large amounts of money involved. Mr [redacted] makes several references to deception, fraud, etc. I will not speak to those comments, but it would be hard to imagine a more transparent process than ours. We are sorry that he is concerned that his credit status was checked, but the reality is it is standard procedure. To help alleviate his concerns, a single pull on a credit bureau will drop the score less than five points. Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I paid with a check. Yes I signed a piece of paper that I guess I should have looked at more closely. I put to much faith into a salesperson and I should have done more research myself. I will accept responsibility for the mistakes I made and take my business elsewhere in the future.

The recall was performed per American Honda instructions and procedures

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and find that this resolution is satisfactory to me...since the service provider has decided to give me a refund as requested. But for the record...their response is laughableThe last thing the dealership said to me when informed them that I intended to file a complaint with the Revdex.com...was "Good luck with that considering all the evidence we have here." ...So their response to my complaint is that my narrative isn't supported by facts??? Well considering that my narrative is a complete and accurate account of WHAT ACTUALLY HAPPENED...I would say it is supported by facts...because it's all facts. Interesting how they fight me tooth and nail over a course of multiple days...over 13% of my total bill...and then nobody on their staff is "willing to engage with me" after I file a complaint!? They certainly were willing to engage with me before. Called me names and everythingNot surprised though I guess. I'm more surprised by the fact that they don't have more complaints on file...and that they are in business at all. Thank you very much Revdex.com for the fair outcome. ***

This customer insists that our tech left the cap off power steering pump after routine oil change on her OdysseyShe has now erroneously concluded the missing cap led to failure of her pump and steering rackIn an attempt to calm her our assistant did acknowledge the possibility it
could have been left off here but a far more likely scenario is the fluid was thickened by record below zero temps and the defective pump caused foaming of the fluid and pressure build up until the cap blew offThe cap is a loose friction fit only and with power steering pump failure very common in this vehicle we have seen this happen many timesAdditionally the point is moot as there is no way a missing cap would lead to pump and rack failureBoth of these problems are well known on this vehicle, especially over years old and over milesImportant to note that leaking fluids were pointed out on inspection forms on three previous visits and Ms*** declined to pay for diagnosisMs***'s demeanor and lack of decorum when dealing with us led us to respectfully suggest she take her vehicle elsewhere for repairsThis narrative as provided by customer is a complete and total misrepresentation of the situation and not supported by any factsWe are unable to provide any further assistance in this matter and any further correspondence regarding this issue will be directed to our attorneys for response

Mr*** was in our Dealership seeking a trade or purchase evaluation of his carHe insists that there is a dent in his bumper that was not previously thereWe have no way to confirm or deny when, where, or how the dent appearedWe only know that we have nothing to do with it and accept zero
responsibilityHe believes that somehow we are responsible because of his belief it happened while parked on our lotOf course that is not the case anymore than if the car was parked at any businessAs a goodwill gesture I checked to see if our camera system had a good shot of any car coming near his while parked and saw absolutely no activity near his carThe nature of the damage to his bumper makes it extremely unlikely that it happened while parked where it was but again we cannot be sure what happenedWe are sure that we did not damage his carI have no "film " to show him as of course it is a digital storage system and loops every hours unless we archive an eventOur best advice is to contact your insurance company and make arrangements to repair itThe damage is minor in nature and is easily repaired at any body shopI will forward any further correspondence on this matter to our attorneys as we have spent enough time on this issueWe have no business relationship with Mr***We are sorry that this dent has caused such distress for him but consider this case closedThank you

Initial Business Response /* (1000, 6, 2015/11/05) */
Mr. [redacted] had his 2012 Honda Accord in our shop for an oil change and tire rotation on October 19 2015.
The next afternoon sent an email claiming we had damaged the top of his car.He described a series of scratches on the right top exterior...

of his car.
He suggested many possibilities of how this could happen, including our car wash. I sent him a reply stating that our car wash could not damage a car in this manner.
We also reviewed our video of his car the entire time it was in our shop and at no time was anybody or anything near the top of his car.
I gave him a call to report my findings and invited him to watch the video for himself. He declined.
Then on October 22 he arrived at our Service Center near closing time with a tire that was losing air at such a rate it could be heard "hissing." He claimed that this was the result of his service three days earlier.
That is not possible as his tire was losing air pressure at such a rate it would have been flat in minutes.
Our technician did notice a scrape around the radius of the alloy whell where it appears that the wheel had hit a curb. Possibly hitting the valve stem ?
He has also threatened to leave negative reviews on as many Dealer as he can find.
We find Mr. [redacted]'s accusations random and not supported by any facts.His manner when dealing with our staff is very disruptive to our business setting.
We accept no responsibility for his issues and have respectfully asked him to service his vehicle elsewhere.
We now consider this matter closed and he can expect correspondence from our legal counsel to affirm our position.
We take our reputation very seriously and if he follows through on his threat to publish unfounded allegations and negative commentary on Dealer review sites he can expect us to use all legal remedy's available to us.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have gone through the dealer's response to my complaint. Dealer's statements are not convincing. It seems to me that the dealer just want to close the case even before opening it or studying what exactly happened. Also I noted that there are many hidden facts/ false statements in dealer's response. Below is my brief rebuttal to the dealer's response. I have quoted dealers response wherever necessary. I hope the dealer will understand the case more accurately and take it more seriously.
1. "The next afternoon sent an email claiming ...." - The e-mail I sent on 20th Oct. was a second communication from my side as a follow-up to my first communication about the issue over phone. I reported the issue over phone on the day of servicing itself (19th Oct.), about 45 minutes after the service completion (~9.45pm). I was told that someone from maintenance will contact me on the issue next day before noon. However I received no call and so I sent the e-mail detailing the issue in the afternoon of 20th Oct.
2. "We also reviewed our video of his car the entire time it was in our shop and at no time was anybody or anything near the top of his car." This is unbelievable. How does a car wash work without this (also note in my complaint that the scratches are not exactly at top, but top right side)?
3. "..and invited him to watch the video for himself" This is also not true. I was just told by general manager that he is not able to find anything in the video. And I don't expect such scratches to be visible in the video. However if the dealer think such scratches will be captured then they can show me the snaps/ video of the scratches BEFORE the car was washed/ serviced (say when I parked the car in the check-in hall, I parked there for more than 5 min).
4. "..his tire was losing air pressure at such a rate it would have been flat in minutes" As already mentioned in my complaint, my tire was flat and I filled air from another mechanic 10 min. before reaching Honda dealer. The first mechanic told me that air pressure is good enough for a 10-15 min. ride, as the leak was slow (may be because the valve stem was only loose, but not fully out).
5. About the comment on randomness of the issue - I am not stating that the dealers car wash/ service system has any permanent fault or issue. I agree that what happened may be a random event (say the car wash captured some metal particle from a previous car wash which scratched my car). Whether it happened random or not, once it happened the issue should be addressed properly.
6. About me writing review and dealer's legal action against my review - First of all I don't have any plan to do anything illegal. My plan is only to do honest reviews, which may be helpful for other customers.
And yes, I mentioned to both general manager (over phone) and service manager (over e-mail) that I may go ahead with a complaint with Revdex.com and also with the reviews, as I don't want to give any surprise to the dealer. I considered this as a courteous action. Also I wanted to check whether the dealer want to resolve the issue between us, without involving a third party.
However I can stop myself from writing any negative reviews if the dealer is willing to address the issue and resolve it properly. I hope they will do this. I am open for a discussion with the service manager at Brookdale Honda, mediated through Revdex.com.

This letter is in response to Mr. [redacted]’s letter to your office in regards to his 2013 Honda Odyssey VIN # [redacted] with a claim of oil being over filled at our facility. Mr. [redacted] had his oil changed, wiper replacement and Honda Recall 17-097 1-9-18 RO # 698576 & 70,009...

miles. Our guns that are used to dispense oil have meters on them and the oil installed on his vehicle was 5 quarts with replacing the oil filter which was dispensed using metered gun to prevent any kind of over/under fill situations. Mr. [redacted] returned back to our facility 2-7-18 RO # 703674 & 70,670 miles for a concern of TPMS light in the dash on and no concern of any noise from the engine or drivetrain which would have clearly been present if there was an over fill condition. If in fact the oil would have been overfilled by 3.8 quarts which was stated by Tires Plus 3-7-18 at exactly 71,000 miles there would have been large quantities of smoke coming from the exhaust on the vehicle immediately after the oil change, oil would have been being pushed out the vent tubes and baffles immediately leaking out on the ground and covering the engine following the oil change and the vehicle would have never left the stall. Clearly the vehicle left Luther Brookdale Honda with the proper quantity of oil installed in the vehicle 1-9-18 or these symptoms would have been present immediately upon the conclusion of the service. Furthermore with an extra 3.8 quarts of oil over and above the 5 quarts with the oil filter the engine would have been so full of oil it would have filled the crank case causing the cylinders of the engine to fill with oil causing an immediate miss-fire condition and would have likely hydro-locked the engine immediately and pushing oil out the front oil seals which is not the case. Without performing an accurate diagnostic to determine the exact issue in Mr. [redacted]’s engine it is impossible to determine the root cause of the noise in his engine. Being overfilled with oil is actually the least likely thing to come to mind.   1-9-18 RO # 698576, 70,009 miles Luther Brookdale Honda performed an oil change, wiper replacement and also performed Honda Recall # 17-097 for 2nd row seats. Also as part of the service a multi point inspection was performed and on that inspection the tires were noted to be in poor condition at 3/32 or less which was declined by Mr. [redacted].2-7-18 RO # 703674, 70,670 miles Luther Brookdale Honda performed a TPMS diagnostics for the tire sensors. After testing the TPMS system all the tire sensor passed inspection and MR. [redacted] was not charged for that diagnostics. No concern of knocking was noted at this tie which was almost a month from the oil change service by Mr. [redacted]. Big O Tires invoice # 10899 shows 145,698 miles on it 2-27-18 which noted oil overfilled on arrival and knocking noise. All the documentation was had written on the Mr. [redacted]’s copy with a typed “INSPECT DRIVE BELT SYSTEM” concern.And no oil level was adjusted at this time and no accurate level of the oil documented. Tires Plus invoice # 138673 shows 0 miles on it and this invoice shows voided with notes stating ticking noise below 35-40 mph above that it goes away which is not a valid concern for a vehicle overfilled by oil. Tires Plus Invoice # 138824 shows 71,000 miles exactly on it 3-6-18 which states as Notes that the vehicle came in 3.8 quarts overfilled but doesn’t state that they adjusted any oil levels which is impossible to determine 3.8 quarts over filled without dropping the oil and measuring the accurate level.We have a very robust process in place to ensure all of our guests vehicle’s get the highest quality of service which includes very precise metered oil guns, all wheels/tires, oil drain plugs and oil filters are torqued to specifications and vehicles receive a comprehensive multi point inspection to which we found Mr. [redacted]’s tire’s in poor operation condition that he declined 1-9-18. Unfortunately Mr. [redacted]’s vehicle is experiencing a mechanical failure it is very clear that the failure was not a product of overfilling the oil and Luther Brookdale Honda did its due diligence in servicing Mr. [redacted]’s vehicle and can assume no wrong doing in the mechanical failure to his vehicle.     Sincerely;   Mike Suelter Service Director Luther Brookdale Honda

The narrative provided by this consumer is not supported by any of the facts. That being said, we have no staff willing to engage with this individual so we will provide a refund as requested.

Initial Business Response /* (1000, 9, 2015/08/11) */
Received e-mail from Jim [redacted] at Luther Brookdale Honda:
"We reached a resolution in this case. Thanks"
Revdex.com will forward this on to customer for confirmation.

Initial Business Response /* (1000, 6, 2015/05/29) */
We have reviewed the customers concern regarding leaving personal items on the floor that should have been placed back into the glove compartment. It was necessary to remove the items from the glove compartment in order to replace the cabin hepa...

filter and unfortunately those items did not get replaced as found. We pride ourselves in good customer service and we also would agree this is not up to our normal standard of service. In regards to the claim that we used high pressure sales tactics to sell other services we would disagree with this claim. The advisor was using factory recommended guidelines as to the services due on the vehicle in order to maintain the vehicle and insure it continues to operate in a safe and driveable manner. Although we were able to perform some of the recommended services due we were not able to perform all of them. We would like to offer to send you a gift card in the amount of $100 to use on your next service with us. Thank you and we look forward to working with you again in the future.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Luther Honda's offer of a $100 gift card. The Revdex.com requested Luther Honda to explain why the tire rotation was charged to the invoice while the tire rotation was not performed. Luther Honda's service department manager has refused to answer this question by both myself and the Revdex.com. This is an act of unprofessionalism by Luther Honda's service manager and may be seen as a fraudulent act by charging a customer for a service that was never perform.

This Winter's record cold temps combined with today's smaller displacement aluminum block engines make it hard for many vehicles to heat up as in the past. Smaller radiators and heater cores also contribute to this issue. The loaner vehicle supplied was a total redesign from the 2016 in...

question which explains the difference. I agree that you should not have anything out of pocket and we are glad to refund your money. Also glad your heat issue seems to be resolved although it is likely due to moderating ambient temps. Sorry about the whole situation and we will remain at your service if you need anything in the future.                                         ...⇄ Respectfully,Jim [redacted]

I apologize for the delayed response. I missed the first email. We need some info to process the refund. I will personally make sure this is handled ASAP. Again we apologize for not handling this sooner.

The vehicle in question is a 2009 Honda Civic with 124000 miles. It was brought to us for a service bulletin regarding paint cracking on the roof and hood. We performed paint work per Honda guidelines on the hood and roof. This vehicle was brought to us with literally dozens of scratches on...

virtually every surface of the car. These scratches have obviously been on the car for some time. We can accept no responsibility for any scratches on this car and quite frankly can offer no assistance in this matter. Our best guess is the existing scratches are more obvious now in contrast to the freshly painted roof and hood.

Initial Business Response /* (1000, 5, 2015/11/11) */
I am sorry your recent visit was not so smooth. I agree that you are due a full refund for your original diagnostic fee. You can expect a check soon and a $100.00 Luther Brookdale Honda gift card. Please accept my apology for your experience....

Thanks
Initial Consumer Rebuttal /* (2000, 7, 2015/11/11) */
Advised Ms [redacted] that the dealership has indicated she has a refund check and gift card on its way to her.
Closing case 'Resolved' for now, but advised Ms [redacted] that if she hasn't received her check / gift card within a reasonable timeframe, she may contact Revdex.com to have case re-opened for follow-up.

Revdex.com left VM for Ms [redacted] (6-20, 11:30 AM CT) advising that case will be closed 'Resolved' at this time (as it appears recall work has been completed), but she can contact Revdex.com to have case re-opened if issues remain to be addressed.