Sierra Roofing

I sincerely apologize for the problems you have experienced with your vehicle Since we have not physically worked on your vehicle since we are unable to offer any assistance

I have attached the repair orders.? On July 21, [redacted] brought her Pontiac Vibe with 182,miles to our dealership.? This was the first time we had ever worked on this vehicle.? She had a concern of the vehicle shuttering at stop signs and verbally explained to [redacted] (service advisor) that is sounded like a diesel.? The technician drove the vehicle and verified that the noise existed.? He saw that the timing chain tensioner was leaking oil externally.? This could be causing the timing chain to loosen up but replacing a timing chain is a labor intensive and expensive job.? First disconnect battery, remove the drivebelt, remove the windshield washer reservoi and the valve cover, remove right front wheel and splash shield, drain cooling system, remove power steering pump and reservoir, position number piston at TDC on the compression stroke, remove the crankshaft puley/vibration damper, support the engine, remove the passenger side engine mount, remove the drivebelt tensioner, engine mount bracket and crankshaft position sensor, remove water pump, remove the timing chain tensioner, remove the timing chain cover fasteners, slide the crankshaft position sensor, lift timing chain offe the camshaft sprocket, replace and put back together.? Due to the extent of this repair, the technician visibly saw the timing chain tensioner leaking and with replacing that was hoping that the chain would tighten up.? The technician drove her vehicle about miles attempting to verify he was not hearing the noise anymore.? [redacted] was told that the timing chain could be stretched and that this was causing her problems.? She paid $for this repair.? [redacted] brought the Vibe back on July 27, with 183,miles (miles later) with a check engine light and loss of power.? The code was Pand the technician replaced the part per the diagnostics but that did not fix her problem.? We did not charge [redacted] for the $as it did not fix her problem.? Unfortunately the technician would in fact need to replace the timing chain.? This is never an easy conversation when you are asking someone to invest $in their vehicle.? ***'s accusation that we caused the problem and that her vehicle drove fine when she brought it in are inaccurate.? I feel we treated [redacted] fairly and unfortunately her vehicle is not yet fixed but the problem existed when she brought it in for service on July 21, per the repair order.? A vehicle with 183,XXX miles will continue to have wear and tear problems but that doesn't mean it is the repair shop's responsibility.?

I sincerely apologize for the problems you have experienced with your vehicle. Since we have not physically worked on your vehicle since we are unable to offer any assistance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Very Poor at standing behind the vehicle soldIssue was existing and repeated problems well knownWas on first name basis with service rep Josh and service manager Kevin regarding the recurring problemI am very disappointed in the way this was and is being handledI expected better from a large Honda dealership Regards,

Thank you for taking the time to come in and discuss the matter Robert We are sorry that we are unable to come to an agreement that is satisfactory for both parties We do appreciate your business and hope that with good open communication lines, your next visit will be exceptional Please feel free to contact myself directly at ###-###-#### to make your next appointment Enjoy your day! Kevin

I have attached the repair orders On July 21, [redacted] brought her Pontiac Vibe with 182,miles to our dealership This was the first time we had ever worked on this vehicle She had a concern of the vehicle shuttering at stop signs and verbally explained to [redacted] (service advisor) that is sounded like a diesel The technician drove the vehicle and verified that the noise existed He saw that the timing chain tensioner was leaking oil externally This could be causing the timing chain to loosen up but replacing a timing chain is a labor intensive and expensive job First disconnect battery, remove the drivebelt, remove the windshield washer reservoi and the valve cover, remove right front wheel and splash shield, drain cooling system, remove power steering pump and reservoir, position number piston at TDC on the compression stroke, remove the crankshaft puley/vibration damper, support the engine, remove the passenger side engine mount, remove the drivebelt tensioner, engine mount bracket and crankshaft position sensor, remove water pump, remove the timing chain tensioner, remove the timing chain cover fasteners, slide the crankshaft position sensor, lift timing chain offe the camshaft sprocket, replace and put back together Due to the extent of this repair, the technician visibly saw the timing chain tensioner leaking and with replacing that was hoping that the chain would tighten up The technician drove her vehicle about miles attempting to verify he was not hearing the noise anymore [redacted] was told that the timing chain could be stretched and that this was causing her problems She paid $for this repair [redacted] brought the Vibe back on July 27, with 183,miles (miles later) with a check engine light and loss of power The code was Pand the technician replaced the part per the diagnostics but that did not fix her problem We did not charge [redacted] for the $as it did not fix her problem Unfortunately the technician would in fact need to replace the timing chain This is never an easy conversation when you are asking someone to invest $in their vehicle ***'s accusation that we caused the problem and that her vehicle drove fine when she brought it in are inaccurate I feel we treated [redacted] fairly and unfortunately her vehicle is not yet fixed but the problem existed when she brought it in for service on July 21, per the repair order A vehicle with 183,XXX miles will continue to have wear and tear problems but that doesn't mean it is the repair shop's responsibility

I sincerely apologize for the problems you have experienced with your vehicle. Since we have not physically worked on your vehicle since we are unable to offer any assistance

*** *** the service manager looked up history and this is what was discovered. Since the vehicle has not been to our dealership since 2013, he cannot remember specific details other than the repair orders that are on file. The customer did not pay for any repairs made to the
vehicle. We took care of the repairs and have not seen Jesse since 2013. We were not aware of any additional repairs after 11/13/13. Since customer has not been back to the dealership we are unable to cover any repair at other facilities 1/years after our repairs were made.7/- Sold vehicle to *** ***8/3/13, 57,miles - Customer states fluid leaking, found bottom tank of radiator leakingReplaced radiator (aftermarket parts warranty).11/13/13, 60,miles - Customer states fluid leaking again, found a bypass hose leaking, and radiator leaking againReplaced hose and radiatorThis is the last time we worked on the vehicle.The customer did not pay for any of these repairs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Very Poor at standing behind the vehicle soldIssue was existing and repeated problems well knownWas on first name basis with service rep Josh and service manager Kevin regarding the recurring problemI am very disappointed in the way this was and is being handledI expected better from a large Honda dealership
Regards,

Robert, you and I spoke about this situation and I was the one that credited your account $118. I am sorry that you still upset. Our pricing is market based and competitive to all other Honda dealers within a mile radius. We continually check our pricing throughout the
year to ensure that we are competitive. In regards to your specific service, our technicians have over years experience and a few over years. The technician that worked on your vehicle has worked here over years and through training and years of experience is able to complete many service more efficiently than a newer technician would be able to. Each individual service would take longer if they were done independently of each other. However, your services were all done at one time. Thank you again for your business.

Thank you for taking the time to come in and discuss the matter Robert. We are sorry that we are unable to come to an agreement that is satisfactory for both parties. We do appreciate your business and hope that with good open communication lines, your next visit will be exceptional. Please feel free to contact myself directly at ###-###-#### to make your next appointment. Enjoy your day! Kevin

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Robert *** I spoke with owner this morning .We discussed the matter but agree to disagreeIt was a cordial meetingI do not believe any further discussion will result in a different conclusionTherefore I consider the matter closed and will have to decide whether or not to conduct any further business with Car City HondaThank you.

I have attached the repair orders. On July 21, *** brought her Pontiac Vibe with 182,miles to our dealership. This was the first time we had ever worked on this vehicle. She had a concern of the vehicle shuttering at stop signs and verbally explained to ***
(service advisor) that is sounded like a diesel. The technician drove the vehicle and verified that the noise existed. He saw that the timing chain tensioner was leaking oil externally. This could be causing the timing chain to loosen up but replacing a timing chain is a labor intensive and expensive job. First disconnect battery, remove the drivebelt, remove the windshield washer reservoi and the valve cover, remove right front wheel and splash shield, drain cooling system, remove power steering pump and reservoir, position number piston at TDC on the compression stroke, remove the crankshaft puley/vibration damper, support the engine, remove the passenger side engine mount, remove the drivebelt tensioner, engine mount bracket and crankshaft position sensor, remove water pump, remove the timing chain tensioner, remove the timing chain cover fasteners, slide the crankshaft position sensor, lift timing chain offe the camshaft sprocket, replace and put back together. Due to the extent of this repair, the technician visibly saw the timing chain tensioner leaking and with replacing that was hoping that the chain would tighten up. The technician drove her vehicle about miles attempting to verify he was not hearing the noise anymore. *** was told that the timing chain could be stretched and that this was causing her problems. She paid $for this repair. *** brought the Vibe back on July 27, with 183,miles (miles later) with a check engine light and loss of power. The code was Pand the technician replaced the part per the diagnostics but that did not fix her problem. We did not charge *** for the $as it did not fix her problem. Unfortunately the technician would in fact need to replace the timing chain. This is never an easy conversation when you are asking someone to invest $in their vehicle. ***'s accusation that we caused the problem and that her vehicle drove fine when she brought it in are inaccurate. I feel we treated *** fairly and unfortunately her vehicle is not yet fixed but the problem existed when she brought it in for service on July 21, per the repair order. A vehicle with 183,XXX miles will continue to have wear and tear problems but that doesn't mean it is the repair shop's responsibility.

I? sincerely apologize for the problems you have experienced with your vehicle.? Since we have not physically worked on your vehicle since we are unable to offer any assistance

Thank you for taking the time to come in and discuss the matter Robert.  We are sorry that we are unable to come to an agreement that is satisfactory for both parties.  We do appreciate your business and hope that with good open communication lines, your next visit will be exceptional.  Please feel free to contact myself directly at ###-###-#### to make your next appointment.  Enjoy your day!  Kevin

[redacted] the service manager looked up history and this is what was discovered.  Since the vehicle has not been to our dealership since 2013, he cannot remember specific details other than the repair orders that are on file.  The customer did not pay for any repairs made to the...

vehicle.  We took care of the repairs and have not seen Jesse since 2013.  We were not aware of any additional repairs after 11/13/13.  Since customer has not been back to the dealership we are unable to cover any repair at other facilities 2 1/2 years after our repairs were made.7/13 - Sold vehicle to [redacted]8/3/13, 57,269 miles - Customer states fluid leaking, found bottom tank of radiator leaking. Replaced radiator (aftermarket parts warranty).11/13/13, 60,712 miles - Customer states fluid leaking again,  found a bypass hose leaking, and radiator leaking again. Replaced hose and radiator. This is the last time we worked on the vehicle.The customer did not pay for any of these repairs.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Robert [redacted]       I spoke with owner this morning .We discussed the matter but agree to disagree. It was a cordial meeting. I do not believe any further discussion will result in a different conclusion. Therefore I consider the matter closed and will have to decide whether or not to conduct any further business with Car City Honda. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Very Poor at standing behind the vehicle sold. Issue was existing and repeated problems well known. Was on first name basis with service rep Josh and service manager Kevin regarding the recurring problem. I am very disappointed in the way this was and is being handled. I expected better from a large Honda dealership.
Regards,

I have attached the 2 repair orders.  On July 21, 2015 [redacted] brought her 2009 Pontiac Vibe with 182,875 miles to our dealership.  This was the first time we had ever worked on this vehicle.  She had a concern of the vehicle shuttering at stop signs and verbally explained to [redacted]...

(service advisor) that is sounded like a diesel.  The technician drove the vehicle and verified that the noise existed.  He saw that the timing chain tensioner was leaking oil externally.  This could be causing the timing chain to loosen up but replacing a timing chain is a labor intensive and expensive job.  First disconnect battery, remove the drivebelt, remove the windshield washer reservoi and the valve cover, remove right front wheel and splash shield, drain cooling system, remove power steering pump and reservoir, position number 1 piston at TDC on the compression stroke, remove the crankshaft puley/vibration damper, support the engine, remove the passenger side engine mount, remove the drivebelt tensioner, engine mount bracket and crankshaft position sensor, remove water pump, remove the timing chain tensioner, remove the timing chain cover fasteners, slide the crankshaft position sensor, lift timing chain offe the camshaft sprocket, replace and put back together.  Due to the extent of this repair, the technician visibly saw the timing chain tensioner leaking and with replacing that was hoping that the chain would tighten up.  The technician drove her vehicle about 22 miles attempting to verify he was not hearing the noise anymore.  [redacted] was told that the timing chain could be stretched and that this was causing her problems.  She paid $220.80 for this repair.  [redacted] brought the Vibe back on July 27, 2015 with 183,334 miles (437 miles later) with a check engine light and loss of power.  The code was P0016 and the technician replaced the part per the diagnostics but that did not fix her problem.  We did not charge [redacted] for the $250.78 as it did not fix her problem.  Unfortunately the technician would in fact need to replace the timing chain.  This is never an easy conversation when you are asking someone to invest $1500 in their vehicle.  [redacted]'s accusation that we caused the problem and that her vehicle drove fine when she brought it in are inaccurate.  I feel we treated [redacted] fairly and unfortunately her vehicle is not yet fixed but the problem existed when she brought it in for service on July 21, 2015 per the repair order.  A vehicle with 183,XXX miles will continue to have wear and tear problems but that doesn't mean it is the repair shop's responsibility.

Robert, you and I spoke about this situation and I was the one that credited your account $118.  I am sorry that you still upset.  Our pricing is market based and competitive to all other Honda dealers within a 500 mile radius.  We continually check our pricing throughout the...

year to ensure that we are competitive.  In regards to your specific service, our technicians have over 10 years experience and a few over 15 years.  The technician that worked on your vehicle has worked here over 10 years and through training and years of experience is able to complete many service more efficiently than a newer technician would be able to.  Each individual service would take longer if they were done independently of each other.  However, your services were all done at one time.  Thank you again for your business.