Medichair Calgary

Before Mr [redacted] finally had his vehicle towed from our facility this week, we had several conversations with him-----both by phone and email-----where he expressed his opinion that it was our fault that his 14-year old, high-mileage engine needed to be replaced In fact, Mr [redacted] admits that he paid an independent shop to replace his radiator hoses a month prior to his visit to us on 8/16/ When his car was towed in to us on 9/11/with over additional miles on the odometer, our technician determined that a faulty non-original Honda radiator hose clamp had failed and consequently caused the radiator hose to be disconnected and ultimately the engine to fail We did not install the non-OEM (original equipment manufacturer) part and are therefore not responsible for it's failure.As a goodwill gesture, we offered Mr [redacted] $1,for his vehicle in it's non-running condition We also did not charge him for our $diagnostic fee associated with his 9/visit or the $charge from the towing company to get his vehicle here He was provided with one of our Honda courtesy vehicles from 9/to 10/2/at no charge and our records indicate that he incurred miles of usage on our vehicle during that time As an aside, the difference between our estimate of approx$to replace his engine and the estimate of $that he mentions he received from an independent repair shop is simply the difference between an OEM Honda engine versus an engine obtained from a junkyard vendor

To whom it may concern; The purpose of this correspondence is to reply to the Revdex.com complaint against First Texas Honda ID# [redacted] Your mentioned complainant did come to our business for maintenance on 4-29-He presented a coupon after services were rendered, and we explained to him that after visually seeing his coupon, that we could not accept itThe reason given to him was that the coupon did not pertain to the services that he requested to be doneThe coupon was for a package service which included an oil and filter change, and a tire rotationThe customer at write up did not present the coupon, as all of our coupons request, and only verbally requested an oil and filter changeWhen this became an issue, is when he presented the coupon after the work he requested was completedOur service representative tried to explain to him that the coupon did not apply to the work that he requested, and he requested to speak with a managerWe did not have a manager immediately available for him and he elected to pay the billWe also told the customer that we would honor the coupon on his next visit if he chose to do soThe customer called in on the same day after leaving the premises, and spoke to one of our managersHe did his best to explain the situation to where the customer could understand, and was unsuccessful in doing soThe customer did in fact did send his complaint to many online resources to explain his perceived dissatisfactionThe bottom line is that the coupon did not apply to the services renderedWe do care about our customers and their perception of usWe also care very much about our online presence and what people are saying about usWith that being said, First Texas Honda would be willing to accommodate his requests in hopes that he would update his statements in his online postingsThis is not a contingency, but is an offer to reimburse him directly for the disputed amount of $We would just hope that he would take the time to let the appropriate websites know that we did work with him to resolve his concernIn addition we will also offer a $credit as a goodwill gesture for any future visits if he chooses to visit our service department for any future maintenance or repairPlease let me know if there are any more questions or concerns that I can respond to in this matterWe would like to resolve this matter as quickly as possible with a great outcome for all parties involvedRegards, [redacted]

To whom it may concern,The purpose of this correspondence is to reply to the Revdex.com complaint against First Texas Honda ID# [redacted] I apologize for the late response, as the letter just came across my deskThe complaints the customer has are valid, When he purchased his car as a used certified car, it came with additional warranties that are given for the fact of it being "Certified"Unfortunately, there were clerical issues at the time of purchase on our end, which caused it to not actually show as certified by HondaSo in other words, the end result was that when he would bring his car to the service department, it showed that he did not have warrantyThis caused major confusion for our Service Department, when in fact he knew of his additional warranty coverage all alongAt best, we did a poor job of investigating the issue, but once the proper people became involved, we were able to get down to the root of the problemAs of today, the situation has been handled_ After we finally got down to the bottom of the issue, we paid for the warrantable repairs out of our pocket, and notified Honda of our mistakeThey are going to initiate the coverage that was supposed to have been in place alreadyThe customer worked closely with [redacted] one of our managers, and the concerns have been fixed at no cost to the customer.This situation helped us identify some potential process problems, and have made the proper people aware of this issue, so we can keep it from happening again.Please feel free to let me know if there are any further questions or concerns that I can address

Our employee, [redacted] , did in fact email Ms [redacted] a price quote on one of our Honda models at 10:AM on April 14, It was a generic quote, in that it didn't reference a specific stock number or vehicle identification number Between that email and ***'s next email to the customer at 1:PM that same day, Ms [redacted] and [redacted] had a phone conversation where it was discovered that [redacted] had made an honest mistake in quoting $instead of $ In the 1:PM email, [redacted] referenced the phone conversation and apologized again for his mistake and offered to match any local prices that Ms [redacted] had procured during her shopping process At 3:PM that day, Ms [redacted] emailed [redacted] to say that she was prepared to drive the seven hours from Louisiana to Austin to buy the vehicle and indicated that her husband was very upset that we "changed" our price and threatened to contact the Revdex.com [redacted] responded to Ms [redacted] at 4:PM to say that he understood how upset they were and that he was so sorry again for his mistake and that he in "no way intended to generate a interest in our dealership." Our dealership has been in existence for over three decades and our impeccable reputation in the Austin community is well-documented We extend our sincerest apologies to the [redacted] 's for our mistake and hope they can understand that we have nothing to gain by quoting a price that we can't ul***ately honor---------and that is why we immediately admitted our mistake when we realized it

To whom it may concern,This letter is in response to a complaint with the Revdex.com against First Texas Honda. The complaint ID# is *** The customer in question did purchase a pre-owned Honda Civic from us recently. After the customer purchased the car, they
contacted us to let us know that the vehicle overheated and we agreed to look at the vehicle. Unfortunately, the vehicle did not overheat while it was in our possession, so we took the proactive measure of replacing the upper radiator hose since it looked as though it may have had a small leak. We did not charge the customer anything during this visit. During the testing while the car was here, we confirmed that all aspects of the cooling system were operational, but did not attempt to check for any internal problems since we could not get a failure to occur. The customer took the vehicle to their own mechanic to have them look at it after it failed again, and they determined that one of the cooling fans was not working, in which they repaired. The customer then took the vehicle, after it failed again, back to their mechanic, and they determined there was an internal problem that could only be determined after the prior failures. Once we were made aware of these facts by the Revdex.com, we held a meeting to discuss all of the facts as we knew them, and decided to reach out to the customer to get the car back into our possession, to do further testing to verify the other repair facilities diagnosis As of now, we actually have the car in our possession, and have determined that the vehicle has a blown head gasket, and that we will be repairing at no cost to the customer We exercised all proper disclosures that the vehicle is "As Is" and had all proper documentation signed on camera by the customer. We felt after there was an identifiable problem with the vehicle, that we would gladly stand behind the car and ensure that the overheating problem was addressed. Once the vehicle has been repaired, we will be returning the vehicle in a reasonable status of operation, and not overheating, back to the customer. If there are any further questions or concerns in this matter, please feel free to contact us back at any time

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
Regards,
*** ***

Mr. [redacted],We understand that the core of your concern is with the vehicle itself due to a fearful experience on the highway. Please know that to qualify for Pre-Owned Certification, a First Texas Honda vehicle must meet stringent criteria and pass a rigorous inspection. With that said, any...

vehicle at any stage of its lifetime can still require attention, which is why warranty work is available at no charge to customers. After repairing your spark plug and ignition coil under warranty, your Honda Certified Technician has performed an additional inspection to ensure the vehicle is running in top shape. We understand that you were shaken at the event of a breakdown, but there is no foreseeable reason that your vehicle is unsafe to drive. As we told you in person, we are able to help get you into a different vehicle and can offer you fair market trade value for the Certified Pre-Owned Civic.[redacted]Service Director

Complaint: [redacted]
 
I am rejecting this response because I had a very bad customer service experience with sales and service:[redacted]Sales [redacted]Additional warranty included on the car price that was not askedI was given a quote with 2 pages, 2nd page states that 1 year warranty included on the interiors (to replace seats if any spills). But I was billed additional $398 for ENVIRO (this was not noticed while signing the contract), later when I noticed this and inquired, we were told that it was included in all cars and we have to charge this and its mandatory. After asking for multiple times that I don't need this service, still we were not refunded this amount (second page of the quote was not in their records now!)[redacted]Service[redacted]Car was delivered home with scratch.After making the purchase, I was told car will be delivered to my home. It was delivered next day and found a major scratch, Initially I was told that it was delivered in good condition and they cannot fix the scratch. But after after multiple trips and phone calls, they agreed to fix the scratch. Car was in their service center for 5 days.
Regards,
[redacted]

To whom it may concern,The purpose of this correspondence is to reply to the Revdex.com complaint against First Texas Honda ID# [redacted] I apologize for the late response, as the letter just came across my desk. The complaints the customer has are valid, When he purchased his car as a used certified car,...

it came with additional warranties that are given for the fact of it being "Certified". Unfortunately, there were clerical issues at the time of purchase on our end, which caused it to not actually show as certified by Honda. So in other words, the end result was that when he would bring his car to the service department, it showed that he did not have warranty. This caused major confusion for our Service Department, when in fact he knew of his additional warranty coverage all along. At best, we did a poor job of investigating the issue, but once the proper people became involved, we were able to get down to the root of the problemAs of today, the situation has been handled_ After we finally got down to the bottom of the issue, we paid for the warrantable repairs out of our pocket, and notified Honda of our mistake. They are going to initiate the coverage that was supposed to have been in place already. The customer worked closely with [redacted] one of our managers, and the concerns have been fixed at no cost to the customer.This situation helped us identify some potential process problems, and have made the proper people aware of this issue, so we can keep it from happening again.Please feel free to let me know if there are any further questions or concerns that I can address.

Complaint: [redacted]
I am rejecting this response because:I'd like to go through the response from the business point by point, as I think it is important to be thorough:"we had several conversation with him-----both by phone and email-----" - Mostly true.  I spoke a few times to service reps on the phone, but each time, they had to call me back or refer me to someone else, until I was finally routed to the acting director, who never once spoke to me on the phone over a 2 week span of time."it was our fault that his 14-year old, high-mileage engine needed to be replaced" - Partially true.  I never said my engine needed to be replaced, you did.  I simply pointed out that First Texas is responsible for putting that car in that condition."over 1000 additional miles" - True.  Closer to 1800 to be precise.  But so what?  That is well within the range that a radiator hose clamp will stay on, if tightened sufficiently."a faulty non-original Honda radiator hose clamp had failed" - False.  The clamp didn't fail, the clamp is still fine.  It was just too loose.  As First Texas was the last to reattach the hose and tighten the clamps, one may posit that First Texas is responsible for not tightening the clamp sufficiently."We did not install the non-OEM (original equipment manufacturer) part and are therefore not responsible for it's failure" Mostly False.  It is a very simple clamp.  Every time it is removed and reattached, it is more or less 'installed.'  Just because I wasn't charge $30 for a $3 clamp doesn't mean the clamp was not 'installed' when it was loosened and then reattached to the engine."As a goodwill gesture, we offered Mr. [redacted] $1,000 for his vehicle in it's non-running condition" - False. I was offered a $1000 trade allowance for any new or used vehicle they have in stock.  What is $1000 worth on products overpriced by over $1000? It is almost like being offered negative money."We also did not charge him for our $149.95 diagnostic fee associated with his 9/11 visit" - Partially False. Why is it that in my emails, it was an '89.95 Diagnosis fee,' and now for the Revdex.com it's suddenly $149.95?"or the $84.50 charge from the towing company to get his vehicle here" - False.  Are you sure about that?  Why did I just receive an invoice for that charge? Should I go ahead and pay that?"He was provided with one of our Honda courtesy vehicles from 9/11 to 10/2/17 at no charge" - True.  And I do appreciate that.  I enjoyed being mobile while I had to wait for responses from the First Texas team, but I would still have preferred being in my car that was immobile because of First Texas' negligent service."the difference between our estimate of approx. $6900 to replace his engine and the estimate of $2500 that he mentions he received from an independent repair shop is simply the difference between an OEM Honda engine versus an engine obtained from a junkyard vendor" - True.  I never asked for a brand new OEM Honda engine.   I just want my functioning vehicle back, be it with a brand new Honda OEM engine, or a fully-functioning used engine.Regards,[redacted]

Our employee, [redacted], did in fact email Ms. [redacted] a price quote on one of our Honda models at 10:52 AM on April 14, 2015.  It was a generic quote, in that it didn't reference a specific stock number or vehicle identification number.  Between that email and [redacted]'s next email to the...

customer at 1:36 PM that same day, Ms. [redacted] and [redacted] had a phone conversation where it was discovered that [redacted] had made an honest mistake in quoting $26955 instead of $36955.  In the 1:36 PM email, [redacted] referenced the phone conversation and apologized again for his mistake and offered to match any local prices that Ms. [redacted] had procured during her shopping process.  At 3:55 PM that day, Ms. [redacted] emailed [redacted] to say that she was prepared to drive the seven hours from Louisiana to Austin to buy the vehicle and indicated that her husband was very upset that we "changed" our price and threatened to contact the Revdex.com.  [redacted] responded to Ms. [redacted] at 4:10 PM to say that he understood how upset they were and that he was so sorry again for his mistake and that he in "no way intended to generate a false interest in our dealership."   Our dealership has been in existence for over three decades and our impeccable reputation in the Austin community is well-documented.  We extend our sincerest apologies to the [redacted]'s for our mistake and hope they can understand that we have nothing to gain by quoting a price that we can't ul[redacted]ately honor---------and that is why we immediately admitted our mistake when we realized it.

Before Mr. [redacted] finally had his vehicle towed from our facility this week, we had several conversations with him-----both by phone and email-----where he expressed his opinion that it was our fault that his 14-year old, high-mileage engine needed to be replaced.  In fact, Mr. [redacted] admits that...

he paid an independent shop to replace his radiator hoses a month prior to his visit to us on 8/16/17.  When his car was towed in to us on 9/11/17 with over 1000 additional miles on the odometer, our technician determined that a faulty non-original Honda radiator hose clamp had failed and consequently caused the radiator hose to be disconnected and ultimately the engine to fail.  We did not install the non-OEM (original equipment manufacturer) part and are therefore not responsible for it's failure.As a goodwill gesture, we offered Mr. [redacted] $1,000 for his vehicle in it's non-running condition.  We also did not charge him for our $149.95 diagnostic fee associated with his 9/11 visit or the $84.50 charge from the towing company to get his vehicle here.  He was provided with one of our Honda courtesy vehicles from 9/11 to 10/2/17 at no charge and our records indicate that he incurred 337 miles of usage on our vehicle during that time.  As an aside, the difference between our estimate of approx. $6900 to replace his engine and the estimate of $2500 that he mentions he received from an independent repair shop is simply the difference between an OEM Honda engine versus an engine obtained from a junkyard vendor.

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.
I would like to close this case. [redacted]. I resolved my complaint with First Texas Honda. Thank you, [redacted]...

[redacted] 
Regards,
[redacted]

To whom it may concern; The purpose of this correspondence is to reply to the Revdex.com complaint against First Texas Honda ID# [redacted]. Your mentioned complainant did come to our business for maintenance on 4-29-15. He presented a coupon after services were rendered, and we explained to him that after...

visually seeing his coupon, that we could not accept it. The reason given to him was that the coupon did not pertain to the services that he requested to be done. The coupon was for a package service which included an oil and filter change, and a tire rotation. The customer at write up did not present the coupon, as all of our coupons request, and only verbally requested an oil and filter change. When this became an issue, is when he presented the coupon after the work he requested was completed. Our service representative tried to explain to him that the coupon did not apply to the work that he requested, and he requested to speak with a manager. We did not have a manager immediately available for him and he elected to pay the bill. We also told the customer that we would honor the coupon on his next visit if he chose to do so. The customer called in on the same day after leaving the premises, and spoke to one of our managers. He did his best to explain the situation to where the customer could understand, and was unsuccessful in doing so. The customer did in fact did send his complaint to many online resources to explain his perceived dissatisfaction. The bottom line is that the coupon did not apply to the services rendered. We do care about our customers and their perception of us. We also care very much about our online presence and what people are saying about us. With that being said, First Texas Honda would be willing to accommodate his requests in hopes that he would update his statements in his online postings. This is not a contingency, but is an offer to reimburse him directly for the disputed amount of $15.00. We would just hope that he would take the time to let the appropriate websites know that we did work with him to resolve his concern. In addition we will also offer a $100 credit as a goodwill gesture for any future visits if he chooses to visit our service department for any future maintenance or repair. Please let me know if there are any more questions or concerns that I can respond to in this matter. We would like to resolve this matter as quickly as possible with a great outcome for all parties involved. Regards, [redacted]

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]