Shenango Honda

Dear Ms [redacted] Thank you for taking time today to return my callWe certainly value Mr***'s business and are sorry for his dissatisfactionWe apologize and would like to make every reasonable effort we canWe pride ourselves in the quality of the safety inspection we perform on all our used vehicles as well as the competency of our technicians completing the inspectionsWe cannot and do not ever claim that a used vehicle such as the year old Envoy that Mr [redacted] purchased is equivalent to a new one When Mr [redacted] purchased the Envoy with just under 80,for $10,500, we did offer him an extended service contract which he declinedWe also explained our used car Limited Warranty which again he signed as acknowledgementThe A/C repair as promised in the We Owe at time of delivery (please see attached Repair Order # [redacted] as well as the cosmetic touch-ups were completed when the vehicle was delivered to Mr***'s in Erie in August When Mr [redacted] expressed additional concerns at that time, we explained the Limited Warranty terms again There was no further follow up because Mr [redacted] expressed that he wanted to have services performed at another service centerOur warranty states the work must be performed at our dealershipAfter receiving the complaint he filed with your office, we immediately reached out to himFollowing is a recount for our reply through this point Our General Manager, [redacted] has been in touch with Mr***We towed Mr***'s Envoy here and supplied him a rental vehicle that he is still currently using As a goodwill gesture, we did proceed with the replacement of the starter motor and fuse at our dealershipIt is now out for estimates on additional items Mr [redacted] listed to us as concerns We will be back in touch when further estimates are backWe can discuss the goodwill portion above the 25% of parts and labor from the Limited Warranty at that timeNaturally, we will require a signed full and final release and settlement at that time as well Thank you for your assistance in resolving this matter Sincerely, [redacted]

Dear Ms [redacted]
 
Thank you for taking time today to return my call. We certainly value Mr. [redacted]'s business and are sorry for his dissatisfaction. We apologize and would like to make every reasonable effort we can. We pride ourselves in the quality of the safety inspection we perform...

on all our used vehicles as well as the competency of our technicians completing the inspections. We cannot and do not ever claim that a used vehicle such as the 8 year old Envoy that Mr. [redacted] purchased is equivalent to a new one. 
 
When Mr. [redacted] purchased the 2006 Envoy with just under 80,000 for $10,500, we did offer him an extended service contract which he declined. We also explained our used car Limited Warranty which again he signed as acknowledgement. The A/C repair as promised in the We Owe at time of delivery (please see attached Repair Order #[redacted] as well as the cosmetic touch-ups were completed when the vehicle was delivered to Mr. [redacted]'s in Erie in August.  When Mr. [redacted] expressed additional concerns at that time, we explained the Limited Warranty terms again.
 
There was no further follow up because Mr. [redacted] expressed that he wanted to have services performed at another service center. Our warranty states the work must be performed at our dealership. After receiving the complaint he filed with your office, we immediately reached out to him. Following is a recount for our reply through this point.  
 
Our General Manager, [redacted] has been in touch with Mr. [redacted]. We towed Mr. [redacted]'s Envoy here and supplied him a rental vehicle that he is still currently using.  As a goodwill gesture, we did proceed with the replacement of the starter motor and fuse at our dealership. It is now out for estimates on additional items Mr. [redacted] listed to us as concerns.
 
We will be back in touch when further estimates are back. We can discuss the goodwill portion above the 25% of parts and labor from the Limited Warranty at that time. Naturally, we will require a signed full and final release and settlement at that time as well.
 
Thank you for your assistance in resolving this matter.
 
Sincerely,[redacted]

Hello Ms [redacted] I wanted to update you and conclude our customer complaint from Mr. [redacted]. We completed$1218.66 in repairs consisting of a Starter Motor and Fuse replacement, Driveshaft lubrication, Bottom Driver’s Seat replacement; towing; and rental car costs relating to the 2006 GMC Envoy [redacted] (“vehicle”) Mr. [redacted] and Ms [redacted] purchased from Shenango Honda. We delivered the vehicle back to Mr. [redacted], and he signed a full release in regard to said repairs. We are still waiting the final copy of the release with Ms Coletta's, the co-buyer's signature, as well. We have left message with Mr. [redacted] requesting to please send it as soon as possible in the self-addressed stamped envelope provided to him by the driver that returned his vehicle to him. Please let me know if you have any questions or if I can be of further assistance. Thank you for helping us with this matter. Sincerely, [redacted]Operations Director

Review: We purchased a 2006 GMC Envoy SUV from Shenango Honda. From the time we drove it off the lot until this day we have had issues with the vehicle. There were problems with the A/C and Cosmetic problems that were to be repaired. This was promised in writing. They were not done. They also led me to believe they would be willing to help me out with other repairs that their dealership failed to disclose to me. I only bought the vehicle from them because they claimed that all of their vehicles go through an extensive inspection and was assured by the salesman that the vehicle was in excellent shape. I have had problems with the starter, drive shaft, Air suspension, and heated seats as well as the A/C. All of these items were discussed with their general manager [redacted]. I was given the impression that they wanted to make it right, but after they looked at the vehicle they have failed to make any attempt at a resolution. I feel like I was taken advantage of and pushed into the sale of a vehicle with major defects. I feel they had both the expertise, and the responsibility to identify and repair all of the problems they failed to disclose before the sale. I have called multiple times; I have not received a single call back concerning this matter. After my call today, with no response, I finally decided to take this path in an attempt to resolve this matter. Ive attached a letter with a more detailed description of dealings with them.Desired Settlement: I do not feel Shenango Honda acted in good faith in their dealings with me concerning this vehicle. I do not feel it is right to tell a customer about the high standards that they use to qualify vehicles for re-sale, especially if those standards are not met. I believe that they should pay for repairs to all of the items discussed with Joe and detailed in my attached letter. I have also incurred fuel expenses that I would like to be reimbursed for.

Business

Response:

Dear Ms [redacted]

Review: I purchased a 2007 Honda Civic Hybrid, new. The car started rusting out 1-1/2 years later in the rear wheel wells. Honda refused to fix the problem. I then traded it in for a 2011 Toyota Corolla, also new. I have emailed, called and visited the dealership and have asked them to remove me from their mailing list. They have refused to do so in over 2 years. The last time I called Shenango Honda, I told them that if I got one more mailing from them, I would file a complaint with the Revdex.com. Yesterday, I received another mailing, stating that "our records indicate your Honda is overdue for its next scheduled maintenance" I have not owned this vehicle peice of garbage for over 2 years. I am tired of their harassment. The "hybrid" I bought from them was a piece of garbage and I will NEVER purchase another Honda. They need to leave me alone.Desired Settlement: I do not want to receive any further mailings from Shenango Honda or any other Honda office. It's an absolute shame that I have to go to this extent to get Honda to remove me from their mailing list.

Business

Response:

Dear Ms [redacted];

Thank you for your notification of Ms [redacted] complaint If you would please let her know on our behalf that we couid not be mote sorry to have inconvenienced her with any mailing she has received from us. We have taken every effort in our power at this point to remove her from: 1) our database, 2) American Honda Motor Corp.'s database ancj 3) Team Velocity Marketing's database and list rentals (our sole marketing affiliate at this time).

If there is anything else we can do or you can suggest we do to prevent Ms [redacted] from receiving any mailers from us; we are open to that action as well. We sincerely do not wish to disturb her again.

Copies for each of the above steps taken are attached. Thank you for your assistance.

Sincerely,

[redacted], Operations Director

[redacted] Honda Mazda

Shenango Honda

Files & Documents

Ms [redacted] Delet Ms [redacted] Delet eC...

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Consumer

Response:

This case has not been resolved, I received another mailing from Shenango Honda on 10/4/2013. The return label is Program Operations, PO Box [redacted], [redacted]. Please reopen the case and act accordingly.

Review: On August 22, 2013, we purchased a 2006 Chevy Malibu. The car had 104,000 miles on it but appeared to be in great condition. We expressed concern about the mileage to [redacted] (our sales person). He stated that the owner is very particular about the condition of used cars that are placed on the lot; that most used cars go straight to the auction, because they are not good enough to go on their lot; and all used cars on their lot have been checked through their shop to make sure they are suitable to be sold at their dealership. With these assurances in mind, we bought the car. Within the first week, we noted the "low coolant" light came on and could see the fluid level was low in the reserve tank for radiator coolant. We were concerned, but thought maybe the fluid just needed to be topped off. We added antifreeze. Within the next 7 days, the low coolant light came on and the fluid level was low again. On September 13th, we took the car in for service. Per the service paperwork, they "ran the car for extended period of time to get up to operating temperature, no coolant leaks". The problem continued to happen. Finally, my husband decided to change the oil to see if he could identify a problem. He noted their was an excessive amount of oil in the oil pan, the color was lighter than is typical and he could smell antifreeze in the oil. He took the car in for service again with a sample of the oil. They decided it had a blown head gasket which would cost $1,200.00 to repair. Even though they are willing to honor the 75%/25% warranty, it seems to us they misrepresented this car as being in very good condition, having been checked through their shop prior to deciding it was good enough to meet the high standards they set for used cars to be sold on their lot. We believe they should be willing to fix at no cost to us a major pre-existing problem which they should have been aware of prior to selling the car to us.Desired Settlement: Ideally, we would like to return the vehicle and get our money back. We would accept having the engine problem repaired at their cost.

Business

Response:

Kindly be advised that this office represents Shenango Honda relative to the complaint registered with the Revdex.com arising out of the purchase of a 2006 Chevrolet Malibu.

Review: On Friday, August 23rd, I took my 2003 Honda Civic Hybrid to Shenango Honda for an oil change and to have my transmission fluid checked. It should be noted that I only take my vehicle to Shenango Honda for oil changes, which is necessary unfortunately due to the type of oil that is required for Honda hybrids that non-Honda affiliated entities not have access to. At the end of the service, I was informed by a woman in the service department that I had a "massive oil leak" and that I should not take this vehicle on vacation, which I was leaving for after the service appointment. She told me that it would be likely that I would find pooling of oil under my car from this massive leak. She informed me with parts and labor, the leak could be fixed for $310. Due to a prior bad experience with Shenango Honda, in which Shenango Honda claimed to have replaced this vehicle's brakes, but in actuality did not do the work and sheared off the lug nuts on the wheels, I took my vehicle to another vehicle repair shop in the area. This shop put my vehicle up on the rack and checked for any oil leaks and did not find any. Nothing is wrong with my vehicle.Desired Settlement: Fortunately I was wise enough not to trust Shenango Honda with my vehicle and took it to another repair shop for a second opinion. If I hadn't had the prior bad experience with Shenango Honda, it would have taken me for $310. The employees at Shenango Honda are unethical, unprofessional and con artists. Since I did not suffer any loss from this event, the other shop did not charge me, this complaint is for the Revdex.com's information, so that other unsuspecting customers are not taken advantage of.

Business

Response:

Shenango Honda

3965 E. State St.

I had received an email from the customer stated in this notice on 9/3/13 via an email, stating her concern of misdiagnosis. Upon receipt of her email I immediately pulled the service repair record to review the technician notes. The technician had noted that the right outer CV boot at the CV joint was leaking grease and the joint was noisy due to lack of lubricant as a result. The cost of an after market axle shaft was quoted at $160.00 and the labor to replace $150.00 for a total estimate of $310.00. This diagnosis and repair estimate still stand as accurate. .

I contacted the customer as her email had indicated that she had been told of an "oil leak". When I spoke with her I agreed that her vehicle did not have an oil leak, but rather a grease leak at the right outer CV boot. Consequently, if someone were looking for an oil leak, from the engine they would not find one. The customer stated that the lady behind the desk stated there was a massive oil leak an advised her not to take it on vacation until the repair was addressed.

Somewhere there has been a communication breakdown, either between the technician and my advisor, or the advisor and our customer as to what exactly the failure was.

While there is indeed a significant grease leak at the right outer CV boot on the front right drive axle, and the cost of repair is what the customer Was quoted. There is not an "oil leak" at the engine as the customer understood there to be.

This is communication problem, from our staff not making clear to the customer what the failure was. It is not a matter of integrity from the stand point of there is in fact the grease leak that was noted by the technician on axle shaft.

I hope that my explanation via my phone call has clarified the matter for our customer. The very reason that I had been proactive in contacting her was to make sure that she did have the proper information. In light of the miscommunication we would be happy to extend the offer of free oil change, multipoint inspection and car wash, in response to the customer’s dissatisfaction. In searching our service records, I did find 2 references regarding a brake issue in 2009. While I was not here at that time, if the customer would be willing, I would discuss any details and how we could be of better assistance regarding that concern as well.

We genuinely strive to meet and exceed our customer’s expectations. We are sincerely sorry when we fall short mid would make every effort, to improve going forward.

If there are any further questions or concerns, please do not hesitate to contact me Mon. - Fri. 7:30 AM to 5:30 PM at ###-###-####.

Thank you for your attention to this matter.

BestRegards,

Service Director

Shenango Honda

Review: On 5/28/15 my husband and I took my 2001 Honda Accord to dealership for Safety Recall(Airbag Sic)service. I informed the service department that in order to get the car out of the "park" position they need to bypass the gear shifter by depressing the key in the shifter slot. My husband asked for an estimate for the gear shifter repair. The dealership called me with an estimate of $125.00 for the gear shifter repair. He said that this repair had to be done because I have no break lights on my car because of the gear shift issue. I questioned Darryl as to why all of the sudden do I not have break lights. He said the break light switch needs replaced in order for both the break lights and gear shifter to work. I explained to him that my husband followed me to the dealership and my break lights were indeed working when I dropped the car off. He told me that that wasn't possible. I then explained to him that this gear shifter bypass was NOT a new issue and that I had been using this bypass for the last 4-5 years and the break lights were never an issue. When we picked up the car we spoke to the manager Kelly C[redacted]. We repeated the above situation to him. We got nowhere with him either. He actually asked my husband if he knew the difference between driving with the lights on in the car vs. break lights being applied. Really! C[redacted] after heated discussion said he'd fix problem if we bought the switch. He'd even give us the part for a huge discount of $37.10. (I can buy part for $25.00 at [redacted]).This is not our 1st, but 4th encounter with this dealership with problems magically appearing with our vehicles. Only used them this time because of "recall". One repair estimate was $1000.00. Took car for 2nd opinion, only to find out the repair DID NOT need done. Another estimate was over $400.00. Breaks on new purchase of "certified" car. We got salesman involved... breaks replaced under "warranty". Salesman told "we just wanted to see if they'd pay". More to say, out of space on Revdex.com formDesired Settlement: I have an appointment at a REPUTABLE car repair station to undo what Shenango Honda did to my car. I want reimbursed by either Shenango Honda or Honda Corporate for my cost of this repair. Shenango Honda will never touch my car again. This is all about "principal", not the cost of the repair. We both feared that taking the car there would result in them finding something "wrong" and they'd try to get into our pocket like before. HISTORY PREDICTS FUTURE! Shame on Shenango Honda!

Business

Response:

Complaint ID# [redacted]In reference to the 2001 Accord that was brought in for a warranty repair and diagnosis of an ongoing concern, we submit the following details.The customer brought the vehicle in for a warranty repair and had requested that we give her an estimate to repair the concern they were having with the shifter. The customer has to use the key in the console to bypass the shift interlock in order to get the vehicle out of park.The Master technician working on the vehicle was very familiar with this issue and knew the probable cause was a faulty brake light switch as the brakes must be applied in order to get vehicle out of park.The diagnosis consisted of the technician stepping on the brake pedal while another viewed the brake lights to see if they were working. The brake lights were not working so the vehicle needed a brake light switch to fix the shifting concern. There was no other diagnosis needed so therefore none was performed.When given the diagnosis and a quote for the repair the customer became very upset stating that we broke her brake lights.Whether or not the brake lights were working before we can neither confirm nor deny, but with all certainty we can state we did nothing to cause them to stop working.Out of respect to the customer and their position, we offered to install the switch for free with the customer paying a discounted price for the part. They declined this offer. We then offered to sell them the switch at the discounted price and they could have the vehicle repaired elsewhere. They also declined this offer.Although we feet we have already made every attempt to meet them half way, we are willing to offer them the switch for free and they may get it installed at any place of their choosing. We are making this offer in the name of customer satisfaction.