McGrath Honda Of St Charles

Initial Business Response / [redacted] (1001, 13, 2015/02/12) */ According to our research Mr [redacted] has received two checks for the cancelations of the Gap and VSC coveragesThe checks were cut 1/6/and sent out 1/7/The GAP check matched the requested amount for contract [redacted] ($549.76) and the VSC check matched the requested amount for contract [redacted] ($1409.95)The second GAP request for refund was not applicable as only one GAP contract can be valid per vehicleI verified that the purchase only included one GAP and one VSC contract

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that MsMcGrath's offer to come to a reasonable resolution as a positive sign that a resolution is possible, and hopefully probable I look forward to working with MsMcGrath and/or her designee/s to come to a reasonable resolution Sincerely, [redacted]

Complaint: ***
I am rejecting this response because: McGrath Honda broke my key and at no time even asked the repair person what happened to my key while it was with them McGrath Honda knows they are responsible for breaking the key It's unfortunate that this is how they treat me as a customer
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/16) */
Contact Name and Title: *** *** CFO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@***.com
Here is a time line of each step we took with the customer *** ***
3/24/- Customer bought a ** *** Vin#
*** (with a lien)
4/8/15- We were paid by the bank for the vehicle and we were able to finish the paperwork(i.e
make sure the title application was filled out, cut the check for the out of state fees and got it signed.)
4/9/15- Over-nighted all the documents to Missouri Department of Revenue
4/29/15- Received letter of items missing (The following week we called the MDR to figure
out what the correct documents would be)
5/12/15- Over-nighted customer a Missouri POA, with return overnight envelope
5/14/15- Received Customer POA and Over-nighted corrected paperwork to MO
5/26/- Received second letter about corrections needed - (Had to wait for previous owner of the VW POA to be signed)
6/1/- Re-cut check for correct amount and got signed
6/3/15- Over-nighted final corrections to MO - also sent a letter to the customer stating that the only thing left for them to do is send in the Vin and Odometer verification form (MO requirement)
6/5/15- Title clerk received first e-mail from Mr*** and forwarded it to General Manager
6/16/15- Salesperson receives texts from Mr*** and asks title clerk for update about the title
She responds with the same information from the letter stating that he needs to turn in the Vin and Odometer verification
She receives another e-mail from customer after he gets done talking to salesperson and replies that he can call and check with the state about his title and where it may have been sent
She then calls the state to see if there is anything on our end we needed to do and the agent told us that they have all the documents except for the Vin and Odometer verificationAlso that the title will be sent to the customer if it was not marked on the application for it to be sent to the lien holder
Out of State deals have several more hoops for us to jump through and the tax/title paperwork is not as well know for our employees like Illinois is
I hope this helpsWe are not going to provide Mr *** any of his monetary compensation he is requesting
Initial Consumer Rebuttal /* (3000, 7, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not the customers responsibility to fill out and provide to a different stateIf the dealer is unable to comply with other states' requirements then the dealer should not sell cars to out of state customers
Employees and managers of this dealer were avoiding me on sever calls and emailsThey simply ignored my inquiries
To this day I have not received not even one call from the manager to aknoledge the issues with his employees
I still dont have a title
Final Business Response /* (4000, 13, 2015/06/22) */
Contact Name and Title: *** *** CFO
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@***.com
I think we can both agree there were several items that could have done a little smootherAnd for that myself and our employees offer a sincere apology
Final Consumer Response /* (4200, 15, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apology not acceptedWe're at a point of no return

Dear Ms***- I have reviewed your concern with *** *** and our Service Manager *** *** As good will, *** *** initially offered to help you by discounting the key and programming to $When our service manager got involved he offered you below cost on key + tax= $
he also offered to give you a loaner vehicle and have the key programed free of charge American Honda (whom you contacted to complain about your key, Representative: Al, customer service) also denied any help on Corporate Honda's part to supply you a free key Al feels what we have offered you is extremely fair ($92).We will not negotiate this further If you would like to move forward, I can assist you with setting up a service apptOur service department can be reached at *** Thank you, ***, Customer Relations

The original quote for a new key is in excess of $ We are absorbing, as a good will gesture, over 50% of the cost Your key was 12+ years old and has been used tens of thousands of times over 250,miles Plastic gets old and breaks American Honda will only cover the key against breakage for years or 36,miles As we stated to your complaint with the IL Attorney General, we made you a fair offer This offer is on the table and will remain there if you choose to accept it

Dear Mr. [redacted], Thank you for the response.  I would also like to work towards a reasonable solution.  I looked into your service history, your most recent visit with us was on 1-2-16 for an oil change and rotate.  The current mileage on your CR-V is just shy of 115K miles.  Before looking for a comparable replacement I would like to suggest you meet with our service manager, [redacted].  He would like to take a test drive with you and inspect the concern.  Would this work for you?  I can set up the visit or you can contact him at your convenience.  His email is: s[redacted]@mcgrathag.com, phone: [redacted] Thank you, [redacted] McGrath

RE: [redacted]To whom it may concern: I have reviewed Mr. [redacted] complaint with our COO, [redacted] McGrath, and our St Charles Honda General Manager, [redacted]. [redacted] has been in contact with the customer several times and offered to trade the customer out of the vehicle (for the price he paid) but...

the customer is not willing to accept a like-Honda (similar age/similar miles). Mr. [redacted] has shown interest in trading into a newer Cr-V with fewer miles, at no extra cost to him.  We aim to make our customers happy but Mr. [redacted] request is unreasonable.  Thank you, [redacted] McGrath

Initial Business Response /* (1001, 13, 2015/02/12) */
According to our research Mr [redacted] has received two checks for the cancelations of the Gap and VSC coverages. The checks were cut 1/6/15 and sent out 1/7/15. The GAP check matched the requested amount for contract [redacted] ($549.76) and the...

VSC check matched the requested amount for contract [redacted] ($1409.95). The second GAP request for refund was not applicable as only one GAP contract can be valid per vehicle. I verified that the purchase only included one GAP and one VSC contract.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that Ms. McGrath's offer to come to a reasonable resolution as a positive sign that a resolution is possible, and hopefully probable.   I look forward to working with Ms. McGrath and/or her designee/s to come to a reasonable resolution.
Sincerely,
[redacted]