Mattress Outlet, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] MsN*** is playing gamesHow much more forthcoming can I be? As I said in my previous response, the attached flier I provided is proof that it was sent to me from HondaAs such, I reject her responseIf she wants this issue resolved, I ask that she provide me with written proof of all steps that staff at Hendrick Honda Woodbridge have taken to rectify this problem
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Hello,
After researching this complaintThis is what has been discovered:
1- Customer came in for an oil and filter change and the multipoint inspection
2- After multipoint inspection and fluid test were presented to the customer by necessity
3- Customer still had repairs that are
needed
The customer states: "I scheduled a "manufacturer recommended maintenance" for my *** with 132,milesWhen asked to clarify, I said I want to make sure all services suggested in my manual for 130,miles get performed." The repair, service and maintenance that was performed on the customer's vehicle based on the service maintenance history at our service departmentThe customer has very little service history at our service centerThe service and maintenance was based as requested, according to the age of the vehicle and miles and as recommended by the Owners' Manual
We did as the customer had requested of our service centerAs per her request "I said I want to make sure all services suggested in my manual for 130,miles get performed."
Her request for a $refund is denied
However, as a Good Faith/Good Will gesture, we will issue the amount requested, $227.00, as an in-store coupon toward any future service or maintenance done in our service center
Thank you,
*** ***

Hello Mr***,Here at Hendrick Honda ***, we understand your complaint and your frustration. However, you made no attempt to bring your vehicle back to the dealership when you first started having issues. These issues would have been corrected and you would still have your
vehicle. Since you went elsewhere to have your vehicle diagnosed and worked on, we have no way of knowing what the issues were and what was done to the vehicle before you decided to replace your vehicle. We are in no obligation to refund your $8,due to the fact that you did not contact us to correct the issues and we certainly did not have any control over the purchase or choice of the replacement vehicle. Dealership decision: Complaint has no basis for a refund as the customer's decision was to choose not bring the vehicle back to the dealership where the vehicle was purchased for diagnosis and repair. Customer lives miles from the dealership. Thank you,Diane R***

Hello,We are aware of *** *** issue with her steering wheel We have already replaced her steering wheel once, shortly after her vehicle was purchase Out of good faith, we changed the steering wheel based on the premise that it came from the manufacturer in the condition that
was not acceptable to *** *** Recently, she brought her vehicle in for an oil change, and she noticed a small blemish on a decorative part of the steering wheel fcia and states that we, Hendrick Honda Woodbridge/Service Technician/or other employee who had access to her vehicle, while it was in for service, damaged the steering wheel Since we had already replaced the steering wheel once, there is no warrant for the steering wheel to be replaced, since the damage is a nick in the paint on an area that sees everyday wear/usage The steering wheel is not damaged to the point that it is inhibiting the operation of the vehicleWhen *** *** came to the dealership on May 5th, it was suggested that a "racing stripe" be applied to the steering wheel fcia to cover the imperfection and to have the application compliment the vehicle.I, *** ***, has spoken with *** ***, and advised her that I am looking into alternative solutions to solve this issue without having to replace the entire steering wheel. Thank you,Diane R***

Hello,I have re-checked our data bases here at the dealership and this person's name has been deleted when the customer first requested to be removed. Any advertising coming from the dealership itself, i.e., direct mail letters or email, since her profile has been purged from our data base,
she will not receive anything from us. But, if there are advertisers that are using the USPS direct mail or direct mail zip or area drop, i.e., ***, *** *** and others; we have no control over who receives our advertising and if this is the case, it is unfortunate that Ms*** is receiving our mailers. All departments had been previously informed that Ms*** does not want to be contacted. We have complied with her wishes. I have reached out to these departments to make sure that their advertisers continue to refresh their data bases to make sure that those customers of ours who have contacted us to opt-out will not be included on their distribution lists. Best Regards,Diane N***

Date: Thu, Sep 21, at 5:PMSubject: *** ** *** - ID ***To: *** *** Hello Mr***,This is in regards to the complaint filed by *** ** ***, ID *** I have been consulting our Service Director and Pre-Delivery Technician and the answer is,
when the vehicles are delivered to the dealership, the only work that we do to the vehicle is to install any dealer installed accessories, any cleaning or detailing the vehicle requires and to fill the tank with gas The vehicle does go through an inspection that insures that no damage was done to the vehicle during transport from factory to dealership There is absolutely no need to change the oil on a brand new vehicle, thus the oil tray and/or plug would not have been touched. If there is an issue or any damage as a result of a manufacturing error, we advise Mr*** to come in and have us evaluate it and get our Honda Rep involved. If Mr*** is willing to bring in his vehicle, please have him contact our Service Director, Sam M*** at ###-###-####. I am sorry that this happened to Mr***. Thank you, Diane R

Hello,I would like to know to what email address and who took messages regarding the battery issue directed to I will follow up We make every effort to respond to all customer inquiries and requests According to our Service Director, Sam Maddalena, he was not approached with any requests, email or phone messages, from this customer. If the customer can forward those emails to me, I will present them to the Service Director. Thank you,Diane R***diane.r***@***

Hello,The Service Director has sent an email to the customer requesting the customer return for another opportunity to detail their vehicle.Good evening, I wanted to reach out to you and apologize for the lackluster cleaning job we did on your vehicleCan you leave the car with us for the day on
Thursday so that I can have my guys detail it?Sam M*** | Service Director

To Who It May Concern:To my understanding, our Service Department has been in contact with [redacted] I [redacted].  We understand the issues that were brought up by the customer.  She has already been contact by our Service Director and was told that we will take care of the extra day...

charge for the rental car.  For the other issues, we are willing to reimburse **. [redacted] for the second deductible of $50.00 and a $25.00 gas card for the traveling inconvenience to our dealership, when she had to return.Our Hendrick Autoguard Warranty is designed to be honored at any of our Hendrick Certified Service Centers or Manufacturer Certified Service Centers (in this case, [redacted]).  Unfortunately, the service center that **. [redacted] had taken her vehicle to, did not recognize or honor the warranty on the vehicle.If [redacted] accepts our offer, we will have a check and a gift card sent to her.Regards,Diane N[redacted]

Hello,American Honda was contacted on May 12th,2016.  All other advertisers were also contacted on the same date.  Since Ms. [redacted] has continued to state that she is still receiving mailings on behalf of Hendrick Honda Woodbridge and providing insufficient information as to who is sending her mail on our behalf, I am unable to contact the source of the distribution.  By Ms. [redacted]'s lack of supporting information, we have done whatever is possible on the dealership level.  If Ms. [redacted] would be more forth coming to support her claim and information, then I can help her in satisfying her request. Thank you,Diane N[redacted]

[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 the car that I purchased from this dealership is brand new and that type of lack of attention to details should have not occurred regardless whose fault that was.  Secondly, the sales manager at this Hendrick Honda kept pressuring me to buy extended warranties because there is no maintenance service such as oil change and others, [redacted]ing to him.  I would have taken my car to Hendrick Honda for oil changed if it had at least 30,000 miles service maintenance as their competitors do.  I would have not purchased the car from Hendrick Honda have I known there is no service maintenance such as oil changes and others.   Thank you
Regards,
[redacted]

Listed below is my call log.  I left vm on the answering machine.  I used the chat function online, believe it was Dave. The other times,  no one picked up. 8/28 @1:31 pm8/30 @ 6:27 pm, 6:30 pm, 6:34 pm, 6:42 pm, 7:01 pm via chat9/1 @ 11:24 am9/6 @ 6:13 pm   
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Received call from [redacted], she stated that her complaint has been resolved.

Hello [redacted],We would like you to come in with the battery so that we can run a diagnostic on it to see what is going on with the battery.  Please call us at ###-###-#### and press 1 for Service and let them know when you are coming in.  Our Service Director would like to take care of this...

himself.  Or, you may call him directly at ###-###-####.   Thank you,Diane R[redacted]

We only sold this customer a vehicle, we never traded in his [redacted], the customer wanted $5500 to send to [redacted] which the dealership sent. When he took his car to [redacted], they explained that he was 4,000 miles over his limit and had $2200 dollars worth of damage on his vehicle, now he is upset...

with Hendrick Honda because he has to pay that to [redacted]. All paperwork shows that we never traded anything in on his Honda and that he is responsible for it to go back to [redacted].

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]I accept their offer, but if for some reason I have any issues with my vehicle warranty not being honored at the dealers I was advised, I will be getting back I touch with Revdex.com. Thank you because if it wasn't for Revdex.com, I'm pretty sure Hendrick Honda wouldn't have resolved it. Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]