Mr [redacted] is correct in his statement that he approved Harrisonburg Honda installing an alternator that was to be picked up from a local supplierWe had discussed getting an remanufactured Honda alternator the next day but he stated that he would not be able to pick up the vehicle until Friday per his statementHe agreed to have an alternator installed that we picked up from a local parts supplier, but is stating that after the fact that he did not know that the aftermarket part would not be under a Honda warrantyUnfortunately what he is requesting is not possible to doWe have supplied Mr [redacted] with a copy of the warranty for the alternator, which is also years from the date of installation and similar to a Honda partMr [redacted] attempted to cancel his credit card payment, even though he has no problem with his vehicle at all related to the repairsWe believe that we provided the best service to Mr [redacted] by repairing his vehicle in a very timely manner while he was traveling, and getting him back on the roadIf he did not want a locally sourced aftermarket part installed with excellent service, he should have stated that he only wanted a remanufactured Honda part ordered from the factoryIf he was not clear as to the repair, Mr [redacted] should have asked about this prior to the repairs and not at the cashier window at time of pick up I have attached a copy of Mr***'s repair receipt as well as a copy of the warranty for the installed alternator
As stated in my original response, Mr [redacted] is requesting something that he knows is not possibleEvery part sold thru American Honda, or an outside parts supplier, carrys its own unique warranty Mr [redacted] made the decision to use the aftermarket part to expedite the repair that day If he had any questions regarding the parts warranty, or did not understand the repair, he should have asked about it before the repair and not accepted the offer to use the locally sourced partHe has made it clear that he made that choice, and is not accepting that we can do nothing about his decisionWe do not warranty the part, the parts supplier warrantys the partOnce again, the alternator on Mr***'s vehicle is in good operating order and had a month warranty from the date of installationHe is approaching its 4th month of service without problemsIt has clear instructions on how to have any repair facility replace the part if it fails and how to receive reimbursementThank you
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.
There are three obvious things wrong with the business's latest responseOne is a wrong implication. The second is a statement that does not comport with the facts. And the third is a statement that does not comport with the facts.Here's the wrong implicationWhen the business states "Mr*** is requesting someting that he knows is not possbile." Yes, I'm requesting the business warrant the part as if it were a Honda part. The implication is the business can't do that. I'm not sure that is true. But I'm am open to any suggestion to the business as to how to compensate me for my not getting what I bargained for. Any reasonable offer would be recieved with an open mind. I do not think the business acted in bad faith. I think it simply forgot to disclose a key aspect of its offer.The statement that does not comport with the facts is "Mr*** made the decision to use the aftermarket part to expedite the repair that day." I did nothing of the sort. I did not even request the business to expedite the repair. When the business told me on Monday that the repair would be ready the next day, I told the business it would have to hold the van until Friday becasuse I was leaving town that afternoon. The busienss offfered to obtain to obtain the part locally and charge me an extra $50. The business did not mention a different warranty would apply to that part. The business did not mention it would use an "aftermarket part." For all knew, the business was obtaining the part from anotehr Honda dealer. I made the decision to pay $extra to expedite the repair, but I did not make the decision to use an aftermarket part. As the business knows, becasue I've stated it repeartedly, had it mentioned a different warranty would apply, I would not have accepted its offer. I would have simply picked up the van on Friday of that week. The business's statement that if I had any questions regarding warranty I should have asked is actually a very critical statement if this matter were to proceed to litigation. If as I maintain the business had the duty--as the expert making the offer to "obtain the part locally" to me the consumer-- to disclose that a different warranty would apply, I am right. If as the business maintains the business had no duty--even though it was the expert making the offer to "obtain the part locally" to me the consumer-- to disclose that a different warranty would apply, I am wrong.And lastly, the business states that the warranty "has clear instructions on how to have any repair facility replace the part if it fails and how to receive reimbursement." The business didn't even provide the warranty when I picked up the van. They sent it much later, only as part of of their exchanges with me. And the waranty doesn't have clear instructions. In fact, there is just a phone numbe to call. There are no instructions on how to deal with a repair facility to replace the part if it fails and how to receive reimbursement. I have metioned I contacted the repair manager at my local Honda delaer. I can give the business his nameand number. His dealership has a very different perspective the situation than does the business. That Honda dealer is an expert in repairs as is the business. I mention this becasue this business and I disagree as to what it should have disclosed when it made its offer and what I should have asked before accepting the offer. The "should" is the key. That is, what was reasoable for both of us. I am open to any reasonable offer. I do not think the business acted in bad faith. I think it simply forgot to disclose a key aspect of its offer.
Regards,
*** ***
Revdex.com:
I have reviewed the response offer 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
The merchant either does not understand the basis of my complaint, or is being disingenuous. The merchant makes many true statements, none of which address the basis of my complaint, which is I did not agree to less than a Honda warranty. I did not need the car back that day. It was the merchant that offered to get the part locally and the merchant that forgot to mention if he did he would not warrant the part. It was the merchant that did not disclose he/Honda would not warrant the part. Since he didn't, when I agreed to have the work performed using the local part, it's his responsibility to provide the warranty I would have had had he not gotten the part locally. I only want what I bargained for. Nothing more
Regards,
*** ***
[redacted] brought his vehicle in with the complaint that the vehicle lost all power and that it would not accelerate over 40 MPH. we found that the plugs were fouled and the fuel system appeared to have delivery problems. The service manager stated that the spark plugs should be replaced,...
the fuel system cleaned, and that we should check the fuel pump and tank for contamination. The customer stated that he fills his tank from the fuel tank on his farm and is not having any fuel related problems with his other vehicles. We replaced the customers plugs, and cleaned his fuel system as good as possible without looking into the fuel pump and tank at the customers request. The customer stated that he did not believe it was from the fuel he was using and did not want us to proceed further. The customer then came back a few days later and stated the vehicle was still running rough. At that time we accessed the fuel pump below the rear seat, which has access panels thru the carpet and under the seat already pre-cut by Honda. We found that the fuel tank and the fuel pump was filled with dirt or mud from the gas tank on the farm. Even though this problem was caused by the customer we gave him a 2 day rental and only charged him 119.10 more of a 295 dollar bill for this repair. The customer has been made aware that the best and permanent solution to this contamination is to replace the fuel pump and do further cleaning work, but has elected again not to proceed. Harrisonburg Honda has gone out of its way to assist this customer with a problem that they caused with the vehicle. At this time we have reached out to the customer to have him return to check for any gas smell. There is always a gas smell involved when you open the fuel tank in the rear compartment which is inside the vehicle. We have offered to recheck this for the customer as a precaution and we have spoken with him yesterday morning, and this morning but he has not returned to have his vehicle checked again.Just notified that the customer showed up and that no problems have been found but we will resolve with customer at this time.
As stated in my original response, Mr. [redacted] is requesting something that he knows is not possible. Every part sold thru American Honda, or an outside parts supplier, carrys its own unique warranty. Mr. [redacted] made the decision to use the aftermarket part to expedite the repair that day. If he had any questions regarding the parts warranty, or did not understand the repair, he should have asked about it before the repair and not accepted the offer to use the locally sourced part. He has made it clear that he made that choice, and is not accepting that we can do nothing about his decision. We do not warranty the part, the parts supplier warrantys the part. Once again, the alternator on Mr. [redacted]'s vehicle is in good operating order and had a 36 month warranty from the date of installation. He is approaching its 4th month of service without problems. It has clear instructions on how to have any repair facility replace the part if it fails and how to receive reimbursement. Thank you.
I have reviewed the response 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.
The details provided by Harrisonburg Honda are not accurate. I can understand why as we were forced to work with multiple people and the issues spanned over nine days. On the first visit, my husband, [redacted] actually told the service department that he did not believe that the changing of spark plugs would solve the issue. He commented that the problem probably ran deeper than that since plugs do not foul on their own. We were charged nearly $700 for gas additive, fuel plugs and diagnostics. We paid and brought the vehicle home. After driving approximately 50 miles, the car returned to the previous problem. [redacted] called Harrisonburg Honda on Thursday, April 2 and got the impression that the service department didn't know what to do next. He called me. I called and spoke with [redacted]. How I wish I would have recorded that conversation. [redacted] said, "Mrs. [redacted], please bring your car back so we can make this right". I questioned whether I would pay another $700 with no result and he said they would work with me since they had not rectified the issue. At that time he also OFFERED to provide me with a vehicle "on his dime" since we were continuing to have problems they had not corrected. I was told we would be "put to the front of the line" and "top priority". We took the vehicle back. A big production was made of pulling the vehicle right into the shop. We did not hear from them again until [redacted] called after noon on Saturday. We were told they "were getting ready to look at it" which clearly showed us we had been lied to about the priority of our Pilot. We got the run around until Monday, April 6 when I went into Honda and asked to speak to the General Manager. When I started telling my story I was quickly ushered into a room. [redacted] got the service manager and they told us they were looking into a new fuel pump and we would hear from them soon. Again, it was late afternoon - many hours later - when we heard that they wanted ANOTHER $700 to "fix" our vehicle. By this time we had lost all faith in the service department. We researched the national average for replacing Honda fuel pumps and it was approximately $500. We called several other mechanics and were told that it was highly unorthodox to replace a fuel pump in a Honda that new. One mechanic said that in 15 YEARS he hasn't had to replace a fuel pump. Another mechanic commented that if there were a build up it could be rectified by cleaning the screen on the fuel pump. When we questioned that, we were told it probably couldn't be done. We were also told, after my husband pushed for more info, that the fuel pump seemed to be running fine. So, the SECOND time the vehicle was there, we did decline the installation of a $700 unnecessary part. After the service department cleaned the screen, it was reported to be "running like new" and we were told to come get it. We were then charged an ADDITIONAL $119 for that work even though we had been promised we would be "worked with" since they were at fault for not finding the problem originally. When my husband picked up the vehicle, the windows were down, which he thought was odd. He drove it to my employment, put the windows up and left. When I approached the vehicle at the end of the day, I immediately called him because it smelled SO badly of gas or some type of noxious odor I thought something was wrong. I drove home with the windows down. I was forced to drive my children around in the toxic spelling vehicle We thought, wrongly, that they had cut a whole in the carpet as we found a hole when looking for the score of the smell. We have since found out that the hole is put in at the factory. We left the windows down in our garage ALL night and that managed to make our garage stink. My husband called and asked what happened and was told that the smell was "usually gone in 30 minutes". At that point it had already been about 12 HOURS. AFTER I contacted Revdex.com, we received a call that Harrisonburg Honda wanted to clean our carpet. At this time, I have not gotten the vehicle back. I sincerely hope that the interior is odor free and that I NEVER have to do business with Harrisonburg Honda again. I still feel VERY MUCH over charged for the services we have received; however, if the car is running well and odor free, as I said, I will just be glad to be done with this business.
Regards,
[redacted]
Mr. [redacted] is correct in his statement that he approved Harrisonburg Honda installing an alternator that was to be picked up from a local supplier. We had discussed getting an remanufactured Honda alternator the next day but he stated that he would not be able to pick up the vehicle until...
Friday per his statement. He agreed to have an alternator installed that we picked up from a local parts supplier, but is stating that after the fact that he did not know that the aftermarket part would not be under a Honda warranty. Unfortunately what he is requesting is not possible to do. We have supplied Mr. [redacted] with a copy of the warranty for the alternator, which is also 3 years from the date of installation and similar to a Honda part. Mr. [redacted] attempted to cancel his credit card payment, even though he has no problem with his vehicle at all related to the repairs. We believe that we provided the best service to Mr. [redacted] by repairing his vehicle in a very timely manner while he was traveling, and getting him back on the road. If he did not want a locally sourced aftermarket part installed with excellent service, he should have stated that he only wanted a remanufactured Honda part ordered from the factory. If he was not clear as to the repair, Mr. [redacted] should have asked about this prior to the repairs and not at the cashier window at time of pick up. I have attached a copy of Mr. [redacted]'s repair receipt as well as a copy of the warranty for the installed alternator.
Mr [redacted] is correct in his statement that he approved Harrisonburg Honda installing an alternator that was to be picked up from a local supplierWe had discussed getting an remanufactured Honda alternator the next day but he stated that he would not be able to pick up the vehicle until Friday per his statementHe agreed to have an alternator installed that we picked up from a local parts supplier, but is stating that after the fact that he did not know that the aftermarket part would not be under a Honda warrantyUnfortunately what he is requesting is not possible to doWe have supplied Mr [redacted] with a copy of the warranty for the alternator, which is also years from the date of installation and similar to a Honda partMr [redacted] attempted to cancel his credit card payment, even though he has no problem with his vehicle at all related to the repairsWe believe that we provided the best service to Mr [redacted] by repairing his vehicle in a very timely manner while he was traveling, and getting him back on the roadIf he did not want a locally sourced aftermarket part installed with excellent service, he should have stated that he only wanted a remanufactured Honda part ordered from the factoryIf he was not clear as to the repair, Mr [redacted] should have asked about this prior to the repairs and not at the cashier window at time of pick up I have attached a copy of Mr***'s repair receipt as well as a copy of the warranty for the installed alternator
As stated in my original response, Mr [redacted] is requesting something that he knows is not possibleEvery part sold thru American Honda, or an outside parts supplier, carrys its own unique warranty Mr [redacted] made the decision to use the aftermarket part to expedite the repair that day If he had any questions regarding the parts warranty, or did not understand the repair, he should have asked about it before the repair and not accepted the offer to use the locally sourced partHe has made it clear that he made that choice, and is not accepting that we can do nothing about his decisionWe do not warranty the part, the parts supplier warrantys the partOnce again, the alternator on Mr***'s vehicle is in good operating order and had a month warranty from the date of installationHe is approaching its 4th month of service without problemsIt has clear instructions on how to have any repair facility replace the part if it fails and how to receive reimbursementThank you
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.
There are three obvious things wrong with the business's latest responseOne is a wrong implication. The second is a statement that does not comport with the facts. And the third is a statement that does not comport with the facts.Here's the wrong implicationWhen the business states "Mr*** is requesting someting that he knows is not possbile." Yes, I'm requesting the business warrant the part as if it were a Honda part. The implication is the business can't do that. I'm not sure that is true. But I'm am open to any suggestion to the business as to how to compensate me for my not getting what I bargained for. Any reasonable offer would be recieved with an open mind. I do not think the business acted in bad faith. I think it simply forgot to disclose a key aspect of its offer.The statement that does not comport with the facts is "Mr*** made the decision to use the aftermarket part to expedite the repair that day." I did nothing of the sort. I did not even request the business to expedite the repair. When the business told me on Monday that the repair would be ready the next day, I told the business it would have to hold the van until Friday becasuse I was leaving town that afternoon. The busienss offfered to obtain to obtain the part locally and charge me an extra $50. The business did not mention a different warranty would apply to that part. The business did not mention it would use an "aftermarket part." For all knew, the business was obtaining the part from anotehr Honda dealer. I made the decision to pay $extra to expedite the repair, but I did not make the decision to use an aftermarket part. As the business knows, becasue I've stated it repeartedly, had it mentioned a different warranty would apply, I would not have accepted its offer. I would have simply picked up the van on Friday of that week. The business's statement that if I had any questions regarding warranty I should have asked is actually a very critical statement if this matter were to proceed to litigation. If as I maintain the business had the duty--as the expert making the offer to "obtain the part locally" to me the consumer-- to disclose that a different warranty would apply, I am right. If as the business maintains the business had no duty--even though it was the expert making the offer to "obtain the part locally" to me the consumer-- to disclose that a different warranty would apply, I am wrong.And lastly, the business states that the warranty "has clear instructions on how to have any repair facility replace the part if it fails and how to receive reimbursement." The business didn't even provide the warranty when I picked up the van. They sent it much later, only as part of of their exchanges with me. And the waranty doesn't have clear instructions. In fact, there is just a phone numbe to call. There are no instructions on how to deal with a repair facility to replace the part if it fails and how to receive reimbursement. I have metioned I contacted the repair manager at my local Honda delaer. I can give the business his nameand number. His dealership has a very different perspective the situation than does the business. That Honda dealer is an expert in repairs as is the business. I mention this becasue this business and I disagree as to what it should have disclosed when it made its offer and what I should have asked before accepting the offer. The "should" is the key. That is, what was reasoable for both of us. I am open to any reasonable offer. I do not think the business acted in bad faith. I think it simply forgot to disclose a key aspect of its offer.
Regards,
*** ***
Revdex.com:
I have reviewed the response offer 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
The merchant either does not understand the basis of my complaint, or is being disingenuous. The merchant makes many true statements, none of which address the basis of my complaint, which is I did not agree to less than a Honda warranty. I did not need the car back that day. It was the merchant that offered to get the part locally and the merchant that forgot to mention if he did he would not warrant the part. It was the merchant that did not disclose he/Honda would not warrant the part. Since he didn't, when I agreed to have the work performed using the local part, it's his responsibility to provide the warranty I would have had had he not gotten the part locally. I only want what I bargained for. Nothing more
Regards,
*** ***
[redacted] brought his vehicle in with the complaint that the vehicle lost all power and that it would not accelerate over 40 MPH. we found that the plugs were fouled and the fuel system appeared to have delivery problems. The service manager stated that the spark plugs should be replaced,...
the fuel system cleaned, and that we should check the fuel pump and tank for contamination. The customer stated that he fills his tank from the fuel tank on his farm and is not having any fuel related problems with his other vehicles. We replaced the customers plugs, and cleaned his fuel system as good as possible without looking into the fuel pump and tank at the customers request. The customer stated that he did not believe it was from the fuel he was using and did not want us to proceed further. The customer then came back a few days later and stated the vehicle was still running rough. At that time we accessed the fuel pump below the rear seat, which has access panels thru the carpet and under the seat already pre-cut by Honda. We found that the fuel tank and the fuel pump was filled with dirt or mud from the gas tank on the farm. Even though this problem was caused by the customer we gave him a 2 day rental and only charged him 119.10 more of a 295 dollar bill for this repair. The customer has been made aware that the best and permanent solution to this contamination is to replace the fuel pump and do further cleaning work, but has elected again not to proceed. Harrisonburg Honda has gone out of its way to assist this customer with a problem that they caused with the vehicle. At this time we have reached out to the customer to have him return to check for any gas smell. There is always a gas smell involved when you open the fuel tank in the rear compartment which is inside the vehicle. We have offered to recheck this for the customer as a precaution and we have spoken with him yesterday morning, and this morning but he has not returned to have his vehicle checked again.Just notified that the customer showed up and that no problems have been found but we will resolve with customer at this time.
As stated in my original response, Mr. [redacted] is requesting something that he knows is not possible. Every part sold thru American Honda, or an outside parts supplier, carrys its own unique warranty. Mr. [redacted] made the decision to use the aftermarket part to expedite the repair that day. If he had any questions regarding the parts warranty, or did not understand the repair, he should have asked about it before the repair and not accepted the offer to use the locally sourced part. He has made it clear that he made that choice, and is not accepting that we can do nothing about his decision. We do not warranty the part, the parts supplier warrantys the part. Once again, the alternator on Mr. [redacted]'s vehicle is in good operating order and had a 36 month warranty from the date of installation. He is approaching its 4th month of service without problems. It has clear instructions on how to have any repair facility replace the part if it fails and how to receive reimbursement. Thank you.
I have reviewed the response 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.
The details provided by Harrisonburg Honda are not accurate. I can understand why as we were forced to work with multiple people and the issues spanned over nine days. On the first visit, my husband, [redacted] actually told the service department that he did not believe that the changing of spark plugs would solve the issue. He commented that the problem probably ran deeper than that since plugs do not foul on their own. We were charged nearly $700 for gas additive, fuel plugs and diagnostics. We paid and brought the vehicle home. After driving approximately 50 miles, the car returned to the previous problem. [redacted] called Harrisonburg Honda on Thursday, April 2 and got the impression that the service department didn't know what to do next. He called me. I called and spoke with [redacted]. How I wish I would have recorded that conversation. [redacted] said, "Mrs. [redacted], please bring your car back so we can make this right". I questioned whether I would pay another $700 with no result and he said they would work with me since they had not rectified the issue. At that time he also OFFERED to provide me with a vehicle "on his dime" since we were continuing to have problems they had not corrected. I was told we would be "put to the front of the line" and "top priority". We took the vehicle back. A big production was made of pulling the vehicle right into the shop. We did not hear from them again until [redacted] called after noon on Saturday. We were told they "were getting ready to look at it" which clearly showed us we had been lied to about the priority of our Pilot. We got the run around until Monday, April 6 when I went into Honda and asked to speak to the General Manager. When I started telling my story I was quickly ushered into a room. [redacted] got the service manager and they told us they were looking into a new fuel pump and we would hear from them soon. Again, it was late afternoon - many hours later - when we heard that they wanted ANOTHER $700 to "fix" our vehicle. By this time we had lost all faith in the service department. We researched the national average for replacing Honda fuel pumps and it was approximately $500. We called several other mechanics and were told that it was highly unorthodox to replace a fuel pump in a Honda that new. One mechanic said that in 15 YEARS he hasn't had to replace a fuel pump. Another mechanic commented that if there were a build up it could be rectified by cleaning the screen on the fuel pump. When we questioned that, we were told it probably couldn't be done. We were also told, after my husband pushed for more info, that the fuel pump seemed to be running fine. So, the SECOND time the vehicle was there, we did decline the installation of a $700 unnecessary part. After the service department cleaned the screen, it was reported to be "running like new" and we were told to come get it. We were then charged an ADDITIONAL $119 for that work even though we had been promised we would be "worked with" since they were at fault for not finding the problem originally. When my husband picked up the vehicle, the windows were down, which he thought was odd. He drove it to my employment, put the windows up and left. When I approached the vehicle at the end of the day, I immediately called him because it smelled SO badly of gas or some type of noxious odor I thought something was wrong. I drove home with the windows down. I was forced to drive my children around in the toxic spelling vehicle We thought, wrongly, that they had cut a whole in the carpet as we found a hole when looking for the score of the smell. We have since found out that the hole is put in at the factory. We left the windows down in our garage ALL night and that managed to make our garage stink. My husband called and asked what happened and was told that the smell was "usually gone in 30 minutes". At that point it had already been about 12 HOURS. AFTER I contacted Revdex.com, we received a call that Harrisonburg Honda wanted to clean our carpet. At this time, I have not gotten the vehicle back. I sincerely hope that the interior is odor free and that I NEVER have to do business with Harrisonburg Honda again. I still feel VERY MUCH over charged for the services we have received; however, if the car is running well and odor free, as I said, I will just be glad to be done with this business.
Regards,
[redacted]
Mr. [redacted] is correct in his statement that he approved Harrisonburg Honda installing an alternator that was to be picked up from a local supplier. We had discussed getting an remanufactured Honda alternator the next day but he stated that he would not be able to pick up the vehicle until...
Friday per his statement. He agreed to have an alternator installed that we picked up from a local parts supplier, but is stating that after the fact that he did not know that the aftermarket part would not be under a Honda warranty. Unfortunately what he is requesting is not possible to do. We have supplied Mr. [redacted] with a copy of the warranty for the alternator, which is also 3 years from the date of installation and similar to a Honda part. Mr. [redacted] attempted to cancel his credit card payment, even though he has no problem with his vehicle at all related to the repairs. We believe that we provided the best service to Mr. [redacted] by repairing his vehicle in a very timely manner while he was traveling, and getting him back on the road. If he did not want a locally sourced aftermarket part installed with excellent service, he should have stated that he only wanted a remanufactured Honda part ordered from the factory. If he was not clear as to the repair, Mr. [redacted] should have asked about this prior to the repairs and not at the cashier window at time of pick up. I have attached a copy of Mr. [redacted]'s repair receipt as well as a copy of the warranty for the installed alternator.