Moss Bros. Honda

Initial Business Response /* (1000, 5, 2015/05/19) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@MOSSSAVINGS.COM
CUSTOMER CALLED US THIS MORNING PLEASE CALL ME TO DISCUSS
Final Business Response /* (1000, 8, 2015/05/20) */
Mr. [redacted], thank you...

for bringing these concerns to our attention. We are happy to assist in performing a new alignment, replacing two tires, repairing the one scratched rim, and performing a complete multi-point inspection. I want to apologize for any inconvenience this may have caused you and I hope that we can earn back your business and restore your faith in the Honda brand and in [redacted] Bros

Initial Business Response /* (1000, 9, 2016/01/26) */
[redacted], thank you for speaking with me today. Per our conversation the cancellation of your Extended Service Contract is being processed and the refund will be sent to the lien holder, Honda Financial. If you want to change your deductible to a...

$0, please let me know and I can fix that for you also.
Thank you,
[redacted]

My response to customers complaint below. [redacted] On 6/21/17 you brought your 2007 Honda Civic with 195,835 miles to us with the ac not working. Moss Bros tech replaced the compressor and it was tested at blowing at 40 degrees temp. You picked the vehicle up on 6/22/17 at which time Allan...

your service advisor demonstrated the air was blowing cold. On 7/24/17 you brought your vehicle back in with 197,152 miles (1,317 miles later) and your ac was not blowing cold. Allan advised you that your ac needed a condenser at which time you declined to have the repairs done. (If your condenser was deemed bad at the time the compressor was replaced it would of been incapable of blowing cold air as it was when delivered to you on 6/22/17))  After reviewing all the facts of the situation at hand we must deny your request for reimbursement of payment for service rendered.

Initial Business Response /* (1000, 6, 2015/12/15) */
Contact Name and Title: [redacted] GM/VP
Contact Phone: XXX-XXX-XXXX ex [redacted]
Contact Email: [redacted]@mosssavings.com
[redacted], thank you for coming to see me last night. As per our discussion the Gap and Extended Service Contract have been...

canceled, the refund will take a few more weeks to reflect on the balance with Wells Fargo. After speaking with you it was my understanding that you wanted the Alarm and Paint and Fabric and we would install it today. These are not normally items that can be canceled, but I would be willing to cancel these items, and send the refund to the bank along with the Gap and Extended Service Contract refunds. Please let me know if this will satisfy your request.
Sincerely
[redacted]
Initial Consumer Rebuttal /* (2000, 8, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response from Jayson [redacted] at [redacted] Honda where he indicates that he will provide cancellation of the Gap Insurance, Extended Service Contract, Alarm, and Paint and Fabric. I am requesting that a new purchase sale contract be provided reflecting the deduction of these fees. As such, the monthly payment should be reduced. I would like him to provided a copy of the cancellation of the four items in question and a new purchase sale contract via Revdex.com.
Thank you,
[redacted]
Final Consumer Response /* (3000, 33, 2016/02/08) */
To date, Wells Fargo has confirmed that they never received any refund check from [redacted] and that my account will not be credited for the amount The General Manager at [redacted] agreed to. Where is the refund check? Where is the proof that it was sent. Several months have passed [redacted] out of good faith I have been waiting patiently. I am running out of patience.
Final Business Response /* (4000, 35, 2016/02/08) */
Mr. [redacted] we show that the the checks for all of your cancellations have been cashed by Wells Fargo. We are unable to request account information on your behave from Well Fargo due to privacy laws. You will need to call Wells Fargo directly to discuss this matter. If there is anything else I can do to assist, please feel free to call me at XXX-XXX-XXXX ex [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.

It is our intention at Moss Bros Honda to make sure each and every customer is 100% satisfied. I contacted [redacted] and she requested Moss bros Honda send $540 to her Lien holder, America Honda Finance. I had the $540 sent to AMH just as she requested. If you have any further question, please contact me [redacted], General Manager at ###-###-####

[redacted] had his truck towed in to Moss Bros. CJD MV and requested to have a new key fob programmed because his vehicle would not start, as per his request we programed a new key fob, but the truck still did not start. Upon looking into this further the technician found that the transmission is...

in drive internally in the trans even though the shifter shows it's in park. We recommended further diagnosing to correct his concern and the customer declined due to the condition of the vehicle and the high mileage, leaking transmission fluid and the amount of problems with the car. The customer was not conducting himself in a professional manner and refused to work on the vehicle any further. We asked the customer to tow the vehicle out from our facility. We performed the service the customer requested and approved, the programming of the key fob.

Initial Business Response /* (1000, 5, 2016/02/25) */
Contact Name and Title: [redacted] GM/VP
Contact Phone: XXX-XXX-XXXX ex [redacted]
Contact Email: [redacted]@mosssavings.com
Mrs. [redacted], my name is [redacted]. I am the general manager at [redacted] Bros Honda. I am sorry to hear you were not happy with...

your recent visit to [redacted] Bros Honda and we were unable to earn your business. The price quote you were sent contained an arithmetic error, and the price you received was much different than our selling price. I do regret this was not caught earlier, before you visited our store. I would like to discuss the service you received while in our dealership and I would like to offer you my personal assistance in your car search. Please call me directly at XXX-XXX-XXXX ex [redacted] I look forward to speaking with you.
Sincerely,
[redacted]

Tell us whyAs per our conversation I'm sorry for the misunderstanding of the salesman stating he would submit your offer of  $34,775.00 and you getting the impression he was agreeing to that. Only the manger has the authority to accept a particular offer from any customer on a vehicle purchase....

It is always our intention to give our customer excellent service. This is a limited addition model Honda Type R, production #550. Unfortunately we can not except your offer at this time. If you would like to discuss this further please contact me [redacted] General Manager at [redacted]General ManagerMoss Bros Honda27990 Eucalyptus AveMoreno Valley, CA 92555[redacted] here...

Dear Mr. [redacted],
Here at Moss Bros. Honda, we would like to help you resolve the issues concerning your vehicle. However, we have no information in our system regarding your vehicle. If you could please send us your vehicle's VIN number, we could try and help you as soon as possible. This...

is [redacted], the General Manager at Moss Bros Honda, if you have any further questions or concerns please call me directly at ###-###-#### Ext 6122.
-[redacted]

Ms. [redacted], please accept my apologies for the confusion and inconvenience surrounding the implementation of the GPS system purchased with your vehicle in July. We are refunding the amount of the system ($500) to your vehicle lien holder. If you have any additional questions, please reach out to...

me directly.
[redacted]
General Manager

Mr. [redacted], I read your complaint
regarding your purchase and wanted to assure that Moss Bros. Honda takes pride
in making sure our customers are completely satisfied with their...

purchase
experience.
In regards to the payoff of your trade-in,
all trade-ins are paid off immediately after the new car loan is funded. We
received funding from Honda Financial Services on May 16, 2017 and paid off your trade-in on May 17, 2017.
I’m sorry to hear the GPS is still non-functioning after
we sent a technician to your home to troubleshoot it. We are more than happy to
refund the amount paid for the GPS system, we will need you to bring your vehicle into our service
department at your earliest convenience so that it can be removed and the
refund processed.
Again, we value you as a customer, and are
sorry for any inconvenience this has caused. We look forward to seeing you
soon.
 
[redacted]
General Manager
Moss Bros. Honda

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12553595, and find that this resolution is satisfactory to me.