Poway Honda

Review: I took my van into this shop to have the A/C repaired. The shop looked at it for two hours. Told me a pipe was cracked and need to be replaced. Gave me an invoice with $139.00 for part and other items at various prices. With a total of $538.00 for the repair. When question about other item on invoice. The repairs were for a tire stem and other item in no relation to the A/C. I them told them I felt they were trying to take advantage of me they replied the $538 was for the A/C only. $138 for pipe and $400 for labor. I paid $110.88 for diagnostic fee. None the the numbers on the invoice added up. I declined the services. I then called back and spoke with Service Director. He could not explain the invoice. Told me the labor should have only been $200. Still could not explain the $538. After much discussion he said he would refund my $118 diagnostic fee. I still have not received the refund. It has been 10-12 days. I then called another Honda shop. They looked at my van. Said the pipe was not cracked ,but needed a $5 valve in the pipe. They repaired my A/C for $197. $5 valve and $192 labor.Desired Settlement: I hope other people are not being taken advantage of by this shop. Would like a refund of my $110.88 diagnostic fee.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Revdex.com, I have receive a refund in this matter.

Review: I purchased a used vehicle from Poway Honda. Within 6 months and less than 8,000 miles later the tires were unsafe and had to be replaced. Poway Honda said they would take care of it. They didn't return calls as asked many times and then put new tires on the van and charged me almost 500 dollars. Many times my calls were not answered and I was given the runaround by employees. They also insuinated that the tires were bald because of my driving habits! I feel that I bought a guaranteed van and that the tires should last longer than this time period or be replaced. The van tires on a used should be in better condition when sold. Phone calls should be returned in a timely manner , and assumptions should not be made about my driving.Desired Settlement: Reimburse the cost of the tires that was charged to my credit card.

Business

Response:

To whom it may concern,

In response to the complaint by [redacted], she and her husband purchased the 2010 Honda Odyssey on 6-15-2013 and drove the vehicle for 7 months and 7,666 miles . As a Certified vehicle, prior to sale, the vehicle had a 150 point inspection performed, and as per Honda Certification, the Odyssey was found to have more than 50% of the tire wear left as a required measurement for the vehicle to be certified. We left her numerous messages, 1/13 left message to her, and on 1/13 [redacted], a servise advisor also talked to her husband and informed him that the tires were not covered under warranty and he OK'd the tires to be replaced. On 1/17 [redacted] e-mailed the service manger, [redacted] and a message was left again to [redacted] explaining that the tres are not covered under any warranty. On 1/22 [redacted] called the service manager, [redacted], and left him a message. [redacted] returned her call within 15 minutes of leaving the message and explained again that the tires were not covered under warranty and that her husband OK'd replacement. We feel that Poway Honda did not mis-lead the customer and that they are responsible to pay for brand new tires on a pre-owned vehicle.

Thank you,

Poway Honda

Consumer

Response:

I have reviewed the response 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.

I called and left a message for "Red " on Thursday night. I asked for a response and to speak to him before the tires were on. During our previous discussion, Red assured me that he would take care of me when I was concerned about paying for new tires. Red never returned this call. I called Poway Honda on Saturday at 9am when I realized that my husband had been charged. I was assured that my call would be returned by 11. It was not. I waited until 1:00 to call again. At this time, they said they would meet with a service manager and get back to me by the end of the day. Still no phone call. I waited until Monday at 1 to call. I spoke to several people and still no decision. Later that day, I was informed that my tires would not be covered. I asked for a manager to call me back and I got a message saying that my tires would not be covered. A few days later, I received a customer service survey from Brad Bradshaw. I e-mailed him my concerns. No response. I then called him a few days later. Still no response. Three days later, I called and left another message. The service manager did leave me a message stating that they would not pay for the tires. Again, I called Brad and this was the call returned within 15 minutes. He told me that they would not replace the tires.

So, the tires were driven for less than 8,000 miles and were unsafe to drive at that point. I believe that the tires even if they had a minimum of 50% wear, the tires should have lasted for longer. My understanding is that tires on an Odyssey should last for more than 15-16,000 miles before being unsafe to drive. I also feel that calls should be returned when asked or promised by sales managers and service managers and by Brad Bradshaw. This is extremely poor customer service. I also believe that the tires on the van were not in good condition when sold do all your cars that you sell have cheap, 16,000 mile tires?.

Regards,

Review: On 4-2-2014, I received an email from Poway Honda. Below is the content (note - for privacy reasons, names have been removed from text):

Hello, xxxx!

My name is xxxx and I'm the portfolio manager here at Poway Honda.

Looking at your contract, it shows me that you have 9 payments left on your 2012 Honda Accord LX Sedan -- is this correct?

I'm reaching out to you because I have someone who is specifically interested in a gray Accord in the same body style as yours. As compensation to you, if we can give you a new Accord and keep your payments about the same, could we have your car back this week?

Please email me back or give me a call at xxxx.

To make sure this was not a scam, I called Honda Poway and spoke to her on the phone. I specifically asked that this is NOT a trade-in and that we do NOT have to pay anything. The answer was NO in both cases. She made it sound as if our car is special and somebody is waiting in line for our car and they are willing to give us a new car for our older car at no cost to us. It sounded too good to be true! She said I need to go into the dealership. I went with my husband. After about 30 minutes and checking our car, she finally disclosed that this was noting but a trade-in!!!

We basically wasted our precious time after work on our way to pick up our children being scammed at a dealer we go to always for our car services and purchases.

If this is a new scam - it needs to be stopped. We have been very faithful to Honda and for more than 20 years we have had 3 Honda cars. This is very uncharacteristic of Honda to go this low!Desired Settlement: An apology letter along with immediate stop on this type of salesmanship.

Business

Response:

My name is [redacted] and I am the General Manager of Poway Honda. I read your complaint and am

truly sorry you had to go through that kind of experience with my dealership. These kinds of practices

are not indicative of the way we do business here at Poway Honda. We are a three time Presidents

Award winning dealership for our excellent customer service and have one of the highest Customer

Satisfaction Scores in the country with Honda. But none of that means a thing when I have a customer

like you that feels she was treated “old school” and that we were using underhanded tactics. And for

this I am truly sorry. First I would like to explain the program that you were contacted under.

We recently signed up with a program called Auto Alert and what is does is gives us a list of our previous

customers that had a lease or a purchase on a vehicle we will be needing for our used car inventory

(since used vehicles are so hard for us to find and buy these days) it estimates their current payoff

amount on their loan and tells us whether or not we can put them in a new vehicle (same model) for the

same or less payments due to the excellent financing programs Honda has going on. In your case that is

why you were contacted, however, we found out that the information we received from this system was

obviously wrong and your vehicle was already paid off. I also reprimanded the sales person for saying

that she had a buyer for your car specifically, she should have told you that we needed your car as used

Accords are our top sellers.

Needless to say I am very disappointed in my sales staff and it has also raised a big concern about

our Auto Alert program. I sincerely apologize that you had to endure this kind of experience at our

dealership and I will do everything in my power to make sure no other customer has to go through this.

I obviously can’t take back, or fix the damage that has been done in your eyes as far as your view of our

dealership but if you ever do want to do business with us in the future please give me a call directly at

[redacted].

I apologize again and appreciate you bringing this to my attention.

General Manager