Mungenast St. Louis Honda

Initial Business Response /* (1000, 5, 2015/09/14) */
Our Service Manager spoke with this customer by phone on Friday, September Her reported concerns and a resolution have been discussed and agreed upon

Initial Business Response /* (1000, 5, 2015/09/22) */
The vehicle in question was traded to St. Louis Honda in March, 2015. St. Louis Honda paid off the existing loan and secured the lien release, and the bank forwarded St. Louis Honda the title in the customer's name. The vehicle was sold to the...

current owner and funded in late May, 2015, at which time the title was sent to the customer.
After St. Louis Honda was made aware of the title issue, we contacted both the Missouri DMV and the Missouri Auto Dealers Association. Each of these agencies has given St. Louis Honda a different answer regarding obtaining a clear title to this vehicle.
As of September 16, 2015, St. Louis Honda and the customer have agreed to a resolution whereby St. Louis Honda will unwind the transaction, return the customer's down payment and buy back the vehicle.

The customer purchased the 2011 Honda CR-V from Mungenast St. Louis Honda on 7/31/17. Prior to delivery, the vehicle was thoroughly inspected by our Honda certified technicians, including the fluid levels. On 8/12/17, the customer brought the vehicle in to our service department with concerns of...

the vehicle vibrating at 60 mph. We removed the existing wheel weights, computer spin balanced the tires, installed new wheel weights as needed, and then test drove the vehicle to confirm the repair. On 8/14/17, the customer returned again with concerns of the vehicle vibrating at 60 mph. Our technician was able to verify the concern, and found the left rear tire to be out of round. We replaced the left rear tire and found no further vibrations at that time. On both occasions, the customer was not charged for any repairs. On 11/25/17, the customer came in to service for the check engine light on. We found a code stored for [redacted], a catalyst inefficiency; therefore, we recommended replacing the catalytic converter. At this time, the customer was three months past their 30-day 50/50 powertrain warranty. As a goodwill gesture, we agreed to honor the expired warranty and split the repair with the customer at list cost. Parts quoted at $897.88, tax $64.36, labor to install $236.30, for a total cost of $1,198.54, at which the customer would only be responsible for $599.27. In response to this offer, the customer stated in an email to their service advisor that had this been quoted when the issue first occurred, they would have no problem paying half of the repairs, but being that it was the end of the year and the holidays they requested us to waive the installation fee, thus discounting the repair another $118.15. At this time, we feel that we have made a generous effort to resolve the customer’s concern and have made all necessary repairs within Honda guidelines. We will still be more than happy to honor the previously expired warranty and split the cost of replacing the catalytic converter, as quoted to the customer at a discounted rate on 12/4/17.

Complaint: [redacted]
I am rejecting this response because: I shouldn't be the one expending any additional effort to stop them from harassing me - if I wanted to fill out a survey, I would have filled out the first one.  After that, they are infringing on my privacy.  I don't plan to use this dealership again and I hope for their sake I don't hear from them again.  Maybe that's just the world we live in now.  I'm done wasting my time on them.
Sincerely,
[redacted]

The customer emailed Mungenast St. Louis Honda on April 14, 2017 requesting to no longer receive emails or phone calls from our dealership unless there is a recall. At that time, we changed his privacy settings in our Contact Management system to no longer receive emails sent directly from our...

business, or receive any follow up phone calls from our Service or Customer Relations Departments, unless there is a recall notice for his vehicle. Mungenast Automotive Family did not send any email correspondence to the customer after 4/14/17. However, he may have received an email from our third party vendor, [redacted], regarding any recommended service work that was not completed during his visit. We apologize for the oversight in making sure the customer was immediately removed from their email list as well. This has since been corrected. Honda Corporate also sends their own satisfaction survey 3-5 days after the service. It may have had our name on the email as his servicing dealer, but we have no control over the distribution of this survey request. If the survey is not completed, another email is sent 3 days later. If again no response, they send a final survey request 3 days thereafter. We've been in contact with our dealer representative to have the customer removed from Honda's national email list. The customer will no longer be receiving email correspondence from Mungenast St. Louis Honda. If he continues to receive any correspondence from Honda corporate, we urge him to contact them at [redacted]. If he has any additional concerns we may assist with, he can contact our Customer Relations Department at [redacted]. We value our customer's time and privacy, so we apologize for the inconvenience.

The sales transaction described by the customer in this complaint did not take place at Mungenast St. Louis Honda. The customer refinanced their vehicle through another one of our dealerships and we have been working to resolve their concerns. However, the customer has requested no further...

contact from management at our dealership.