Rausch Motors, LLC

When we sold this vehicle we were unaware of any issues related to the SRS systemThe vehicle was inspected prior to the sale and no issues related to the SRS system were discoveredSometime after we sold the car, the customer called with a complaint of an SRS light onShe had the vehicle at Planet Honda and they were making recommendations for repair related to the SRSAlthough we were not required to, and we were unsure if this issue was present at the time of sale, we agreed to take a lookWe asked the customer if we could bring the vehicle to our shop for diagnosis, and she agreedWe picked the car up at Planet Honda, brought it to Parker Imports and they diagnosed several issuesMainly, there were wires to the SRS sensors that were frayedThey properly repaired those wires, replaced the sensors, and took care of a couple of other issues related to the instrument clusterThe repairs did take some time but they were done at no charge as a one time goodwill repair for the customerWe returned the vehicle to Planet Honda for the customer to pick up, since it is closer to her home.Last week the customer called again and expressed that the SRS light is back on, and the vehicle was back at Planet HondaI called Planet Honda and there initial diagnosis was that there was one or more SRS sensors outThese may or may not be the sensors that were replaced back in MayPlanet Honda had not completed their inspection; nevertheless, they were recommending replacement of the wiring harness because it is their policy to do soWe are unwilling to replace the entire wiring harness at this time.I called the customer back and asked if the vehicle could be brought to our new shop for diagnosis(we have our own mechanical shop now, whereas in May we did not -- at that time we used sublet vendors such as Parker Imports)Our intention was to inspect the vehicle, and if it was discovered that the sensors we paid to install were faulty, then we would replace them (or have them done by Parker Imports under warranty)If some other issue exists, we would have to evaluate the situation and take it from thereI extended the offer to once again pick up and deliver the vehicle back to Planet Honda to make it more convenient for the customerOur intention was to do all we could reasonably do to accommodate the customer and resolve the issue.The customer asked about alternative transportation and I let her know we do not offer alternative transportationHowever, she has an extended service contract that could provide for a rental vehicleI told her we could call her back on Monday morning and let her know (we spoke on a Saturday).The customer was insistent that we leave the vehicle at Planet Honda however I declined to do soWe only do goodwill repairs in our own shopShe felt that I was rude and insensitive however I was doing my best to be as polite as possible in the face of accusations that we had in some way wronged her or sold her a lemon etcLater, the customer sent me an e-mail expressing that she did not want us to move forward with repairing her car, which was puzzling

Complaint: ***
I am rejecting this response because:Statements made by *** are not all accurate, this has been nothing but an inconvenience to keep taking my car to parkerWhen I purchased the car I asked the sales person about the wires, his response was that can be fixed, but never followed up on what the wires were, so being unaware of the SRS problem is not an excuseHad you looked into it you would know that there was a problemAlso I purchased extended warranty so they should cover this, as Rausch used it to cover the cost the first time, its all in the paperworkI should be able to take the car elsewhere haing the warranty
Sincerely,
*** ***

The warranty may indeed cover the claim, though I am not 100% sureThe best place to start would be getting a diagnosis and submitting a claim through the local dealership

When we sold this vehicle we were unaware of any issues related to the SRS system. The vehicle was inspected prior to the sale and no issues related to the SRS system were discovered. Sometime after we sold the car, the customer called with a complaint of an SRS light on. She had the vehicle at...

Planet Honda and they were making recommendations for repair related to the SRS. Although we were not required to, and we were unsure if this issue was present at the time of sale, we agreed to take a look. We asked the customer if we could bring the vehicle to our shop for diagnosis, and she agreed. We picked the car up at Planet Honda, brought it to Parker Imports and they diagnosed several issues. Mainly, there were wires to the SRS sensors that were frayed. They properly repaired those wires, replaced the sensors, and took care of a couple of other issues related to the instrument cluster. The repairs did take some time but they were done at no charge as a one time goodwill repair for the customer. We returned the vehicle to Planet Honda for the customer to pick up, since it is closer to her home.Last week the customer called again and expressed that the SRS light is back on, and the vehicle was back at Planet Honda. I called Planet Honda and there initial diagnosis was that there was one or more SRS sensors out. These may or may not be the sensors that were replaced back in May. Planet Honda had not completed their inspection; nevertheless, they were recommending replacement of the wiring harness because it is their policy to do so. We are unwilling to replace the entire wiring harness at this time.I called the customer back and asked if the vehicle could be brought to our new shop for diagnosis. (we have our own mechanical shop now, whereas in May we did not -- at that time we used sublet vendors such as Parker Imports). Our intention was to inspect the vehicle, and if it was discovered that the sensors we paid to install were faulty, then we would replace them (or have them done by Parker Imports under warranty). If some other issue exists, we would have to evaluate the situation and take it from there. I extended the offer to once again pick up and deliver the vehicle back to Planet Honda to make it more convenient for the customer. Our intention was to do all we could reasonably do to accommodate the customer and resolve the issue.The customer asked about alternative transportation and I let her know we do not offer alternative transportation. However, she has an extended service contract that could provide for a rental vehicle. I told her we could call her back on Monday morning and let her know (we spoke on a Saturday).The customer was insistent that we leave the vehicle at Planet Honda however I declined to do so. We only do goodwill repairs in our own shop. She felt that I was rude and insensitive however I was doing my best to be as polite as possible in the face of accusations that we had in some way wronged her or sold her a lemon etc. Later, the customer sent me an e-mail expressing that she did not want us to move forward with repairing her car, which was puzzling.