Mechanicsville 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 meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] I also would like to add that the instructions DO tell you to cut the red threading to expose the fog light openings Please let me know where to return the product and when I can expect the new oneThank you! Regards, [redacted]

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] I will not waste anymore of my time with Mechanicsville HondaI did not keep a copy of the certificate through [redacted] purchase program Consider this resolved and I really appreciate Revdex.com

[redacted] , [redacted] is a copy of the document form “We Owe” that was included with the purchase of the [redacted] by [redacted] This form would indicate any repairs or conditions of the sale that were agreed upon that would take place after the sale We provide this to each customer in an effort to avoid this type of situation so that both the customer and the dealership know exactly what will be done after the sale It is standard procedure for us not to engage in any type of oral agreement with customers with regard to repairs/service post-sale, because this only increases the likelihood of misunderstandings and miscommunications I spoke with the [redacted] , [redacted] , who indicated that [redacted] agreed to purchase the [redacted] prior to it being serviced by our dealership, as it had just recently been traded by the previous owner [redacted] and the dealership came to an agreeable price on the vehicle and we proceeded with the transaction It was explained to [redacted] that we would service the vehicle , state inspect it, and there were no other agreements either oral or otherwise except that [redacted] requested that we check the transmission at time of service We performed the service on the vehicle and the transmission check out with no problems found and [redacted] took delivery of the vehicle The week following delivery the service attendant gave [redacted] a post-sale list of items that [redacted] had presented upon his arrival in the service department that morning [redacted] spoke with [redacted] about the items in question and discussed that these items were not part of the transaction However, in an effort to provide good customer service, [redacted] agreed to address some of the items In [redacted] ’s opinion, [redacted] was satisfied with the outcome of that conversation Approximately a week later, [redacted] returned to the dealership with a complaint of a slight vibration in the vehicle It was determined at that time that the vibration was being caused by the rotors [redacted] explained this to [redacted] and offered, again in the interest of customer service, to resurface the rotors at no expense to [redacted] [redacted] also discussed that, while completely functional, the rotors at some time in the future would need to be replaced on the vehicle Additionally, [redacted] offered the option to replace the rotors at a heavily discounted price of $in lieu of resurfacing [redacted] opted not to replace the rotors so [redacted] approved the expense of resurfacing the rotors for [redacted] We value [redacted] as a loyal and repeat customer and felt that by honoring the post-sale requests and addressing those concerns that we were acting reasonably and in the interest of providing good customer service If [redacted] is dissatisfied with us it is certainly disappointing because we felt like we went above and beyond by responding to his post-sale list of items even though we had no obligation to do so We are very straightforward in our process and this is why we provide a We Owe document so as to inform the customer of all work that is to be performed after the sale that falls outside of the parameters of our month/3,mile warranty All of the concerns mentioned by [redacted] were post-sale and outside of the stated warranty and we felt like we were acting in good faith by addressing the items mentioned earlier Our goal is to have satisfied customers, and we always look to bring fair resolution to questions or concerns and we felt like we had done this in this case

When Ms [redacted] purchased the [redacted] from Mechanicsville Honda on August 29, 2016, the vehicle included a month warranty(see attachment) During the initial month warranty period the vehicle was serviced by our facility only on October 7, and diagnosed for having a split intake tube This part was replaced at no charge to Ms [redacted] Additionally, at the time of purchase Ms [redacted] was offered the opportunity to purchase an optional Vehicle Service Contract; which she did This policy provides limited coverage for years or up to 36,miles and can be used at most dealers/repair shops nationwide and carries a $ [redacted] deductible Any repairs occurring following the initial month period would require diagnosis by a repair facility with the claim approved by the Vehicle Service Contract Co.(CNA) prior to completion of the work In the event that a covered item was paid for out-of-pocket, the Vehicle Service Contract has a provision which could allow for reimbursement if all items repaired where properly diagnosed and deemed to covered items by CNA per the contractMs [redacted] had no warranty coverage through Mechanicsville Honda after November 29, and we unfortunately would not be able to offer reimbursement for any of the repairs mentioned We would, however, be happy to assist Ms [redacted] in answering any questions she might have pertaining to the Vehicle Service Contract she purchased to ensure that she is familiar with the diagnosis and claim approval process as she moves forward in getting the vehicle repaired We would also be happy to assist by answering any questions the current repair facility may have regarding the Vehicle Service Contract claim process.Chris H [redacted] General Manager

I never like to hear about a bad experience that one of our customers had to go through, and I would like to apologize for your experienceI remember responding to a [redacted] review about this a few months ago and never heard from youWhen I checked with Honda corporate they had no record at the time of your callWhen the vehicle ran hot in February of and shut off on you, I see you had it towed to a local shopI do recall one of my service advisors asking me at that time about the warranty on the radiator and I told him that to be able to pursue any type of warranty for you that we would need the old radiator for inspection and possibly have the car at our shop as wellMy advisor informed me that the radiator was no longer available because you told him that the other shop must have thrown it awayWhen it comes to warranty on parts installed by us we must send the defective part back to the supplier to obtain warranty considerationAlso without the old radiator we would have no way to determine if that radiator was defective and the root cause of your blown head gasket or the cross contamination issue that we discussed when your transmission cooler blew out and mixed the oil and coolant in August of Please call me directly at [redacted] to discuss your experience.Bryon T***Service Manager

We apologize that we were unable to accommodate [redacted] on June 17th, as he mentioned, our shop was fully booked that morning and [redacted] did not have a scheduled appointment The service advisor did offer our courtesy shuttle, but Honda does not provide loaner cars for warranty work and [redacted] said he could not leave the vehicle because of other obligations We make every effort to work with customers when situations like this come up, but in this case we did not have an open appointment and we were not able to meet his needs on the 17th We're very sorry that [redacted] had a bad experience with us and wish that we had availability on the day of his request, we understand that any problem with a relatively new vehicle can be very frustrating

[redacted] has been in contact with Cutomer Relations with [redacted] for some time relating to the claim on her vehicle There was an initial offer made by [redacted] to repair the paint at partial participation for the repair, which [redacted] declined Subsequent to the initial offer, [redacted] re-evaluated the claim and extended an offer to pay 100% of the repair to paint the affected area of vehicle covered by the warranty extension [redacted] was told during this time that [redacted] would not cover the cost of transportation during the repair [redacted] was contacted during the first week of January and we coordinated the appointment with a local body shop(we do not have a body shop on site) to perform the work the week of 1-27-with a drop-off date of 1-24- I was contacted by [redacted] by phone the morning of 1-24-and she expressed her disappointment in not being provided with a loaner vehicle I explained to [redacted] that we do not have loaner cars and that, in the interest of customer service, we were aiding in coordinating the repair with the body shop I also dicussed with [redacted] that she and [redacted] had discussed the possibility of a rental car and that [redacted] had declined, but that they had agreed to increase their offer to cover 100% of the repair as mentioned above I pointed out to [redacted] that this was a $2200-$repair and that I hoped she would consider that before cancelling her appointment to have the work performed; as this extension to repair is about to expire I asked [redacted] to give me a call as soon as possbile to confirm whether or not she would like to keep or cancel the appointment [redacted] said she was going to contact her insurance company to see if a rental was available through them and we ended our conversation A few minutes later I received a voicemail from [redacted] saying that she had contacted her insurance company and [redacted] and neither were able to offer a rental car [redacted] position has been consistent in that they would pay for 100% of the costs to repair, but they would not be providing rental car coverage In addition, [redacted] requires that [redacted] provide a copy of the warranty extension letter prior to performing the repair I mention this because [redacted] had mentioned to the service department at one point that she was not sure if she still had the letter [redacted] has given me clear direction that they would not be able to complete the repair without a copy of this letter Mechanicsville Honda is and has always been willing to assist in facilitating this repair for [redacted] However, as we explained to [redacted] we do not have a loaner car and [redacted] had declined to provide one for this repair, but they were willing to increase their offer to pay 100% of the repair

August of my [redacted] radiator fluid leaked into my transmission and the car stoppedIt was towed to the Mechanicsville Honda dealershipThe Service department replaced the radiator and flushed my transmission and was told I would need another flush after about miles., I took the car back a few weeks later because I heard a noise coming from the engine and they found nothing wrong with it, however, they stated it needed another flush even though it was only driven for a few hundred milesAround February of my vehicle runs hot and shuts off on the highway, I had it towed to a local shop and they ran some test that showed that the head gasket was blown and needed a new engine It was going to cost me $*-*K to replace but I called and found a replacement engine and got a local mechanic to replace because I didn't trust the dealershipAfter install, my mechanic attempts to pour fluid into the radiator and it was leaking, so I had to purchase a new radiator for the jo

In March my wife and I purchased a vehicle through Mechanicsville HondaIn July that vehicle was totaledI contacted the dealership in regards to a refund of my extended warranty and GAP insurance as neither was usedI submitted paperwork to them in August when I returned to purchase another vehicleI was told it would be an to week processThat time has passed and I have called and left messages and nobody returns the calls

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.If they had not sold me a lemon I would not have to do this There isn’t any water cooling off the engine and the block might have to be replacedThat should have been caught by the dealershipIf it is so easily repaired, they can do it for me and then contact CNA for their part and they can take care of the restThat would work for me. Thank you.*** ***

We would like the complaint to note that my Service Manager (Bryon T***) did call Mr*** by phone on 4/27-4/and discussed that we would be willing to consider reimbursement for the cost of the radiator if Mr*** would provide us with the radiator for evaluation Mr*** told Bryon T*** that he had the radiator in his possession and that he would bring it by and drop it off the week of 5/1-5/ To date we have not received the radiator or seen or heard from Mr*** Also, when Mr*** originally contacted us with his concerns our Service Advisor mentioned to Mr*** that we would need the radiator to examine it to determine if the part had failed and Mr*** never brought us the radiator for examination. I feel the case should note these facts; currently it seems to portray us as not contacting him which is inaccurate

August of my *** *** radiator fluid leaked into my transmission and the car stoppedIt was towed to the Mechanicsville Honda dealershipThe Service department replaced the radiator and flushed my transmission and was told I would need another flush after about miles., I took the car back a few weeks later because I heard a noise coming from the engine and they found nothing wrong with it, however, they stated it needed another flush even though it was only driven for a few hundred milesAround February of my vehicle runs hot and shuts off on the highway, I had it towed to a local shop and they ran some test that showed that the head gasket was blown and needed a new engine It was going to cost me $*-*K to replace but I called and found a replacement engine and got a local mechanic to replace because I didn't trust the dealershipAfter install, my mechanic attempts to pour fluid into the radiator and it was leaking, so I had to purchase a new radiator for the jo

On August 29th, I bought a used car from Mechanicsville Honda and since then it has been in the shop starting on 02/16/for the same thing Overheating, car won't got over to miles an hour They tried everything Water pump, throttle, throttle body, gas pedal, throttle position sensor Now they say that the water is not circulating around the engine They want to replace a radiator hose and other things but they are not sure that will fix the problem I had to take it to *** *** *** and they replace the throttle body and sensor, crack in the manifold and had to replace the manifold, flex-pipe and head gasket They say that the head gasket will probably need to be replaced again All the major receipts add up to $*** in repairs and maintenance I only paid $*** and it is still not running properly and they recommended that we do not drive it unless we get it fixed and they have no idea what it will take to fix it I did get the extended warra

Mr***,I apologize for the breakdown in communication with the dealership and I am so sorry that someone in our office did not call to explain the cancellation/refund procedure. I researched the cancellation request and found that we did receive your request for cancellation
signed and dated 7/25/16. We also received a letter and invoice from the lienholder, *** ***, dated 7/28/requesting cancellation of the extended service contract and any other additional service contracts. I have attached this invoice/letter for your review. In the instance of a cancellation when there is a lienholder, the prorated refund is credited back towards the outstanding balance of the loan, thus reducing the balance of the loan. That refund was issued from us by check to *** *** dated August 25, in the amount of $1421.00. Per Virginia state guidelines, the GAP coverage is not refundable upon the insurance carrier's determination of total loss so there would not be a refund or credit against your account for that policy. All GAP policies are deemed fully earned at the time of total loss.I hope that this has helped to clear up any confusion that we have caused by not following up with you on the cancellation requests and I apologize again for the lack of communication on our part.Chris H***, General Manager, Mechanicsville 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***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
Thanks Revdex.com for the fine workI accept the apologyI'd learned a lesson from this dealershipI took the Honda I'd purchased from Mechanicsville Honda and took it *** *** off of ***About years ago I'd purchased a New Honda from *** *** and received AAA experience*** *** did repair my Honda within a hourThe mercury reached in the mid 90's that day and I thank *** *** for making acceptions since this was a brand new CarI will not recommend this dealership (Mechanicsville Honda) to anyoneThey failed me

It is always our goal to have every customer leave our dealership feeling that they had a good experience and we apologize to Ms*** that we failed in that regard. With Ms*** being a current customer we felt as though everything was progressing well that evening when she
completed all the sale documents on the *** *** ***; including a buyers order and finance contract. Our finance manager, *** ***, acknowledged that he received a check from Ms*** for her down payment when she was completing all the paperwork in his office and that she returned some time later that evening and removed that check from her sales folder. During the time of Ms***'s visit with us she was receiving calls from a previous employee that currently works for a competitor's dealership. We believed him to be a negative influence on this experience and felt as though he was doing anything and everything possible to convince Ms*** to leave our dealership and purchase a new *** *** from him. When this was brought to our attention our managers conferred and explained to Ms*** that if she preferred to purchase a new Pilot that we would be happy to honor the same conditions of the sale that were being offered by the competitor. At no time we were trying to pressure Ms*** into purchasing a vehicle that she was uncomfortable with. We did, however, feel that there was a level of trust between all parties that she would be willing to accept the terms of the which she had purchased or purchase an identical *** *** for the same terms as were being offered elsewhere. In the end, we feel that the negative influence from our competitor spoiled any good will or trust that existed in the purchase that evening. Ms*** left our dealership that evening and our offer stood to honor the competitor's price/payment on the new Pilot.In the interest of good customer service, we agreed to void the sale of the *** *** *** and have since learned that Ms*** purchased from the other dealer. We apologize again for the way this matter unfolded and also feel bad that the other dealer involved invested so much in making Ms*** feel so uncomfortable with us that evening. We wish only the best for Ms. *** and hope that she has many happy and safe years in her new ***. Hopefully, we can have the opportunity to work with her again in the future

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Upon receiving the response I have called MrT*** twice, the first time I didn't leave a message the second time which I believe was on 4/19, I left a message but never heard back, I placed another call today and it went to voicemail which I left another messageTo prevent this issue from being filled as resolved i'm and rejecting the proposal mentioned belowI am still open to making this issue right as like I said i'm still paying on the debt incurred from the transaction from service/part placed in my vehicle
Regards,
*** ***

Mr***,
I apologize for the breakdown in communication with the dealership and I am so sorry that someone in our office did not call to explain the cancellation/refund procedure. I researched the cancellation request and found that we did receive your request for
cancellation signed and dated 7/25/16. We also received a letter and invoice from the lienholder, *** ***, dated 7/28/requesting cancellation of the extended service contract and any other additional service contracts. I have attached this invoice/letter for your review. In the instance of a cancellation when there is a lienholder, the prorated refund is credited back towards the outstanding balance of the loan, thus reducing the balance of the loan. That refund was issued from us by check to *** *** dated August 25, in the amount of $1421.00. Per Virginia state guidelines, the GAP coverage is not refundable upon the insurance carrier's determination of total loss so there would not be a refund or credit against your account for that policy. All GAP policies are deemed fully earned at the time of total lossI hope that this has helped to clear up any confusion that we have caused by not following up with you on the cancellation requests and I apologize again for the lack of communication on our partChris H***, General Manager, Mechanicsville Honda

In reviewing the paper and speaking with the employees involved in *** *** purchase, we aren't aware of any discrepancy with the pricing through the *** network. When we agreed upon pricing on the Civic with *** ***, we offered pricing through the True Car
program which *** participates in, so we thought *** *** was agreeable to all pricing at time of delivery. If *** *** has the *** pricing certificate from that time, we would be happy to take a look at it and determine whether there was any difference in pricing based on the *** pricing and final agreed upon price

[redacted] contacted us on Aug 18th  about the part he had ordered and stated that he had received the part, cut holes into it to accommodate his fog lights (which is not part of the installation process) and tried to install it. Upon attempting to install the nose mask, he found that the part...

was wrong and the clips did not [redacted] the bumper. We spoke back and forth and determined that our listing stated in 1 area that it [redacted] all [redacted] models, but in another area stated that it only [redacted] Base models. [redacted] is a sport. Unfortunately, since he had admitted he had cut holes in it, we were unable to take it back but offered him a discount on the correct one. He refused and the case went to [redacted] for resolution on Aug 22nd. [redacted], based on the information provided by [redacted], determined that the item was no longer in the same condition that he received it and that he would not be able to return the item for a refund.
I have included a PDF document showing the conversation as well as [redacted] final decision on the case he started. 
In the interest of customer service we would be willing to exchange for a Sport model specific nose mask upon the return of the original purchase.