Thank you for your response I know how it feels to believe you have been deceived Rotten feeling Here's what we propose: I will ask our Honda service rep to call you and speak with you directly He can then listen to your perspective and give you and us his opinion of what happened Whatever he decides, we will go along with it I promise you, we have absolutely nothing to gain by making you believe we are anything less than honest and professional
Complaint: I am rejecting this response because:According to "American Honda", the manufacturer of Hondas, there is no such background of Hondas ignitions "wearing out with time and use"Moreover, my vehicle only had slightly over 123,miles on it at the time that I dropped it off at Lompoc Honda which is not "high mileage" for a HondaI was also informed that the reason Lompoc Honda gave to American Honda for not replacing the ignition that they broke was that there was no guarantee that the ignition wasn't already broken prior to being dropped off for servicingMy response to that is had the ignition been broken at the time of drop off at Lompoc Honda [redacted] would not have been able to remove the key when she checked the mileage; the service tech would have known as soon as the vehicle was taken back because he would have had to remove the key; whomever removes and secures the keys at the end of each day would have noticed that the key was stuck; and lastly, [redacted] would not have acknowledged on video camera that she knew that the ignition was in perfect condition when the vehicle was dropped off nor would she have apologized for breaking the ignition, again recorded on cameraMy recommendation and request is that Lompoc Honda acknowledge their "Golden Rule" and fix my ignition "without" further "question" since they "damaged" or "broke" my ignition because I, as the customer, do not "understand how this failure occurred"I trusted Lompoc Honda with the servicing of my vehicle and feel that I have been deceived in every way possible after giving them my business Regards, [redacted]
Our accounting office sent the following email to *** *** on 8/4:"***: I scanned and attached a current DMV desk report listing you as registered owner of this vehicle. The original registration was mailed to the address as shown on the credit report and report of sale signed by
you at the time of purchase. I also scanned copies of those too. This information is what I used to complete your registration, which was done on 4/7/2015. When you called me in June and told me that your address had changed I wanted to help you and went out of my way to try and make it as easy for you as possible even though it was not my responsibility at that point to do so since I had already completed the DMV transfer of ownership. I was really just trying to help you. When I received your signed paperwork on 6/reflecting your new address I walked it in on my next DMV appointment which was on 7/22, as a dealership we are only allowed one 30-minute appointment once a month, and 7/was my earliest appointment, I was then told I had to mail the documents to LA due to me not having the authorization , since I was acting on your behalf, I left you a message explaining this. On 7/I overnighted your paperwork for you to the LA Metro DMV for the correction; I have also attached a copy of the overnight shipping label. I am frustrated too *** because now this is completely in the hands of the DMV and I have no control over this."So what happened? We processed all paperwork according to the information *** *** provided. Unfortunately, *** *** moved and subsequently the communication between her and the DMV was interrupted. This matter is between her and the DMV. To try to help *** ***, our staff went beyond their responsibilities to bring this matter to the attention of our local DMV. Our staff was told by DMV that we cannot do this as we don't represent *** ***. We did however tell *** *** what she needs to do to resolve this matter. For the record, counter to her representation, the car was and is registered in her name
Complaint: 10560627
I am rejecting this response because:According to "American Honda", the manufacturer of Hondas, there is no such background of Hondas ignitions "wearing out with time and use". Moreover, my vehicle only had slightly over 123,000 miles on it at the time that I dropped it off at Lompoc Honda which is not "high mileage" for a Honda. I was also informed that the reason Lompoc Honda gave to American Honda for not replacing the ignition that they broke was that there was no guarantee that the ignition wasn't already broken prior to being dropped off for servicing. My response to that is had the ignition been broken at the time of drop off at Lompoc Honda [redacted] would not have been able to remove the key when she checked the mileage; the service tech would have known as soon as the vehicle was taken back because he would have had to remove the key; whomever removes and secures the keys at the end of each day would have noticed that the key was stuck; and lastly, [redacted] would not have acknowledged on video camera that she knew that the ignition was in perfect condition when the vehicle was dropped off nor would she have apologized for breaking the ignition, again recorded on camera. My recommendation and request is that Lompoc Honda acknowledge their "Golden Rule" and fix my ignition "without" further "question" since they "damaged" or "broke" my ignition because I, as the customer, do not "understand how this failure occurred". I trusted Lompoc Honda with the servicing of my vehicle and feel that I have been deceived in every way possible after giving them my business.
Regards,
[redacted]
Thank you very much for letting me know there was a problem here. I have been in email contact with this customer, and he and I are trying to work things out and (I hope) become friends.
Thank you for your response. I know how it feels to believe you have been deceived. Rotten feeling. Here's what we propose: I will ask our Honda service rep to call you and speak with you directly. He can then listen to your perspective and give you and us his opinion of what happened. Whatever he decides, we will go along with it. I promise you, we have absolutely nothing to gain by making you believe we are anything less than honest and professional.
Gosh, this is a tough one for us. On a periodic basis, we see this problem on Hondas with very high mileage. This isn't a case of something actually "breaking." It is more a case of something "wearing out with time and use," sort of like brakes wear out with time and use. The...
constant in and out and turning of
the key wears down the surface of the tumblers inside of the
switch. As wear continues at some point the switch can no longer operate as
designed. It is unfortunate in this case that the switch wore out while
the vehicle was in our possession. It is our policy
here at Lompoc Honda that if we damage or break something on a customer’s car we fix
it without question. We operate according to The Golden Rule. In this case, if I were the customer, and I really understood how this failure occurred, I would not expect Lompoc Honda to fix this at their expense; that wouldn't be fair. I do believe our decision not to pay for this was appropriate. I'm really sorry that this customer feels otherwise, and hope they will get a second opinion on why this happened, so they don't think we have deceived them in any way.
Thank you for your response I know how it feels to believe you have been deceived Rotten feeling Here's what we propose: I will ask our Honda service rep to call you and speak with you directly He can then listen to your perspective and give you and us his opinion of what happened Whatever he decides, we will go along with it I promise you, we have absolutely nothing to gain by making you believe we are anything less than honest and professional
Complaint: I am rejecting this response because:According to "American Honda", the manufacturer of Hondas, there is no such background of Hondas ignitions "wearing out with time and use"Moreover, my vehicle only had slightly over 123,miles on it at the time that I dropped it off at Lompoc Honda which is not "high mileage" for a HondaI was also informed that the reason Lompoc Honda gave to American Honda for not replacing the ignition that they broke was that there was no guarantee that the ignition wasn't already broken prior to being dropped off for servicingMy response to that is had the ignition been broken at the time of drop off at Lompoc Honda [redacted] would not have been able to remove the key when she checked the mileage; the service tech would have known as soon as the vehicle was taken back because he would have had to remove the key; whomever removes and secures the keys at the end of each day would have noticed that the key was stuck; and lastly, [redacted] would not have acknowledged on video camera that she knew that the ignition was in perfect condition when the vehicle was dropped off nor would she have apologized for breaking the ignition, again recorded on cameraMy recommendation and request is that Lompoc Honda acknowledge their "Golden Rule" and fix my ignition "without" further "question" since they "damaged" or "broke" my ignition because I, as the customer, do not "understand how this failure occurred"I trusted Lompoc Honda with the servicing of my vehicle and feel that I have been deceived in every way possible after giving them my business Regards, [redacted]
Our accounting office sent the following email to *** *** on 8/4:"***: I scanned and attached a current DMV desk report listing you as registered owner of this vehicle. The original registration was mailed to the address as shown on the credit report and report of sale signed by
you at the time of purchase. I also scanned copies of those too. This information is what I used to complete your registration, which was done on 4/7/2015. When you called me in June and told me that your address had changed I wanted to help you and went out of my way to try and make it as easy for you as possible even though it was not my responsibility at that point to do so since I had already completed the DMV transfer of ownership. I was really just trying to help you. When I received your signed paperwork on 6/reflecting your new address I walked it in on my next DMV appointment which was on 7/22, as a dealership we are only allowed one 30-minute appointment once a month, and 7/was my earliest appointment, I was then told I had to mail the documents to LA due to me not having the authorization , since I was acting on your behalf, I left you a message explaining this. On 7/I overnighted your paperwork for you to the LA Metro DMV for the correction; I have also attached a copy of the overnight shipping label. I am frustrated too *** because now this is completely in the hands of the DMV and I have no control over this."So what happened? We processed all paperwork according to the information *** *** provided. Unfortunately, *** *** moved and subsequently the communication between her and the DMV was interrupted. This matter is between her and the DMV. To try to help *** ***, our staff went beyond their responsibilities to bring this matter to the attention of our local DMV. Our staff was told by DMV that we cannot do this as we don't represent *** ***. We did however tell *** *** what she needs to do to resolve this matter. For the record, counter to her representation, the car was and is registered in her name
Complaint: 10560627
I am rejecting this response because:According to "American Honda", the manufacturer of Hondas, there is no such background of Hondas ignitions "wearing out with time and use". Moreover, my vehicle only had slightly over 123,000 miles on it at the time that I dropped it off at Lompoc Honda which is not "high mileage" for a Honda. I was also informed that the reason Lompoc Honda gave to American Honda for not replacing the ignition that they broke was that there was no guarantee that the ignition wasn't already broken prior to being dropped off for servicing. My response to that is had the ignition been broken at the time of drop off at Lompoc Honda [redacted] would not have been able to remove the key when she checked the mileage; the service tech would have known as soon as the vehicle was taken back because he would have had to remove the key; whomever removes and secures the keys at the end of each day would have noticed that the key was stuck; and lastly, [redacted] would not have acknowledged on video camera that she knew that the ignition was in perfect condition when the vehicle was dropped off nor would she have apologized for breaking the ignition, again recorded on camera. My recommendation and request is that Lompoc Honda acknowledge their "Golden Rule" and fix my ignition "without" further "question" since they "damaged" or "broke" my ignition because I, as the customer, do not "understand how this failure occurred". I trusted Lompoc Honda with the servicing of my vehicle and feel that I have been deceived in every way possible after giving them my business.
Regards,
[redacted]
Thank you very much for letting me know there was a problem here. I have been in email contact with this customer, and he and I are trying to work things out and (I hope) become friends.
Thank you for your response. I know how it feels to believe you have been deceived. Rotten feeling. Here's what we propose: I will ask our Honda service rep to call you and speak with you directly. He can then listen to your perspective and give you and us his opinion of what happened. Whatever he decides, we will go along with it. I promise you, we have absolutely nothing to gain by making you believe we are anything less than honest and professional.
Gosh, this is a tough one for us. On a periodic basis, we see this problem on Hondas with very high mileage. This isn't a case of something actually "breaking." It is more a case of something "wearing out with time and use," sort of like brakes wear out with time and use. The...
constant in and out and turning of
the key wears down the surface of the tumblers inside of the
switch. As wear continues at some point the switch can no longer operate as
designed. It is unfortunate in this case that the switch wore out while
the vehicle was in our possession. It is our policy
here at Lompoc Honda that if we damage or break something on a customer’s car we fix
it without question. We operate according to The Golden Rule. In this case, if I were the customer, and I really understood how this failure occurred, I would not expect Lompoc Honda to fix this at their expense; that wouldn't be fair. I do believe our decision not to pay for this was appropriate. I'm really sorry that this customer feels otherwise, and hope they will get a second opinion on why this happened, so they don't think we have deceived them in any way.