RE: *** *** - Customer Service issue, ID #***Dear Ms***:This letter is in response to your request for comment and information regarding another service issue (4/28/2015) with Mr, ***’s vehicle.Our Service Manager, *** ***, has spoken with Mr*** again and explained our
process of visual inspections and apologized again for how his latest visit w-as handledWe clearly missed some things on his vehicle, which we again apologized for, but I am not sure we have resolved Mr***’s concernsMy sense is that he is looking for a guarantee and or explanation of how we have improved our process and I simply cannot provide such guarantees and or that amount of detailed informationWhat I can say is that we recurrently review, discuss and train our personnel on proper process and procedures as well as how to eliminate these sorts of miscues from ever happeningI cannot, however, guarantee anyone that we not make another mistake no matter how much I would like to do so.Again, I am very sorry and embarrassed about Mr***’s dissatisfaction because I know it is founded, but at this point I have to consider the matter closed.Sincerely,*** *** Owner, President
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.Mr. [redacted]’s response is appreciated but somewhat inaccurate. It is always a good start to apologize for a mistake or wrongdoing but in the case of South Hills Honda, apologizing to me and possibly many other consumers seems to be a frequent occurrence. Situations like this should not end with an apologetic owner but with a decision made by Honda vehicle owners. Let be clear, my primary concern is the SAFETY for me and my family. Based on the two recent complaints I have made against the dealership (1. Failure to properly address airbag recall as directed by the manufacturer; 2) failure to identify and/or repair faulty front drive axles and rear brakes during dealership inspection), I do not believe Mr. [redacted] shares that concern with me. I do not expect a mistake free guarantee from the dealership or any other business but as I stated to the service manager, consumers expect a guarantee that they will receive HONEST and RELIABLE service. This dealership does not provide either. Mr. [redacted] failed to address the fact that I paid for services that I did not receive. Because of this, is he implying that his dealership always charges consumers for services they say are preformed, but don’t. I do not intend to pursue legal action to recover my money, but maybe someday that day will come from me or another Honda owner. Then maybe, it will get Mr. [redacted]’s attention about the importance of vehicle safety. We should not let this become another [redacted] ignition switch problem.Other consumers will read this complaint and may decide if they want to do business with Mr. [redacted] and his dealership. If one consumer decides not to purchase or service a vehicle because of this or other complaints, Mr. [redacted] may then see that consumers do expect more than an apology. I have owned Honda vehicles for more than 30 years and will continue to do so. I believe this dealership gives this reputable manufacturer a black eye. I also remember that reliable and honest service meant something when the dealership was [redacted] HONDA.
Regards,
[redacted]
RE: *** *** - Customer Service issue, ID #***Dear Ms***:This letter is in response to your request for comment and information regarding another service issue (4/28/2015) with Mr, ***’s vehicle.Our Service Manager, *** ***, has spoken with Mr*** again and explained our
process of visual inspections and apologized again for how his latest visit w-as handledWe clearly missed some things on his vehicle, which we again apologized for, but I am not sure we have resolved Mr***’s concernsMy sense is that he is looking for a guarantee and or explanation of how we have improved our process and I simply cannot provide such guarantees and or that amount of detailed informationWhat I can say is that we recurrently review, discuss and train our personnel on proper process and procedures as well as how to eliminate these sorts of miscues from ever happeningI cannot, however, guarantee anyone that we not make another mistake no matter how much I would like to do so.Again, I am very sorry and embarrassed about Mr***’s dissatisfaction because I know it is founded, but at this point I have to consider the matter closed.Sincerely,*** *** Owner, President
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.Mr. [redacted]’s response is appreciated but somewhat inaccurate. It is always a good start to apologize for a mistake or wrongdoing but in the case of South Hills Honda, apologizing to me and possibly many other consumers seems to be a frequent occurrence. Situations like this should not end with an apologetic owner but with a decision made by Honda vehicle owners. Let be clear, my primary concern is the SAFETY for me and my family. Based on the two recent complaints I have made against the dealership (1. Failure to properly address airbag recall as directed by the manufacturer; 2) failure to identify and/or repair faulty front drive axles and rear brakes during dealership inspection), I do not believe Mr. [redacted] shares that concern with me. I do not expect a mistake free guarantee from the dealership or any other business but as I stated to the service manager, consumers expect a guarantee that they will receive HONEST and RELIABLE service. This dealership does not provide either. Mr. [redacted] failed to address the fact that I paid for services that I did not receive. Because of this, is he implying that his dealership always charges consumers for services they say are preformed, but don’t. I do not intend to pursue legal action to recover my money, but maybe someday that day will come from me or another Honda owner. Then maybe, it will get Mr. [redacted]’s attention about the importance of vehicle safety. We should not let this become another [redacted] ignition switch problem.Other consumers will read this complaint and may decide if they want to do business with Mr. [redacted] and his dealership. If one consumer decides not to purchase or service a vehicle because of this or other complaints, Mr. [redacted] may then see that consumers do expect more than an apology. I have owned Honda vehicles for more than 30 years and will continue to do so. I believe this dealership gives this reputable manufacturer a black eye. I also remember that reliable and honest service meant something when the dealership was [redacted] HONDA.
Regards,
[redacted]