South Hills Honda

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 During my visit to South Hills Honda, I provided detailed information to threeemployeesThe employees were [redacted] (salesman), [redacted] (Service Representative)and [redacted] The salesman was very helpful and directed my inquiry to [redacted] , then to the service managerBased on Mr [redacted] ’s response, I believehe was misinformed or did not read my complaint correctly because I identifiedthat I spoke to the service manager.Mr [redacted] ’s response is unsatisfactoryHe did not address the fact that hisdealership failed to address the safety issues related to my vehicleI went tothe dealership for two reasons1) to address the recall regarding my 2006Honda CRV due to the Takata Airbag inflator risk, 2) possibly purchase a newvehicle.The Honda company has urged vehicle owners like myself to fix vehicles that arebeing recalled for Takata airbag inflators because of the risk of airbag explodingduring a crashThe airbags have been linked to several deaths and dozens ofinjuriesAdditionally, the National Highway Traffic Safety Administration has implementedwarnings to vehicle owners effected by the recall to have their vehicles fixed immediatelydue to the dangers of the airbag explodingBecause the faulty airbag is a tremendous safety risk to operators, Honda has requestedimmediate replacementDuring my visit, I specifically informed ***, [redacted] and [redacted] of my concerns of airbag recall and wanting to have my Honda CRVrepairedThe service manager and service representative appeared to have noknowledge of the airbag recall and allowed me to leave without addressing thesafety concerns of my Honda vehicleEven after I informed them that the Hondaweb site provided detailed information about the airbag repairsI am verydisappointed that this dealership is only concerned about selling vehicles andnot the safety of the vehicle operators Regards, [redacted] ***

Dear Ms [redacted] : Please consider this my final response on the [redacted] matter I previously outlined a very generous resolution to the matter with the only condition being that they would not post anything negative online about our dealership Since they have done exactly that on several sites my offer is rescinded and I will not entertain any further communication on the matter Sincerely, [redacted] Owner/President South Hills Honda [redacted] .***

RE: *** *** - Customer Service IssueDear Ms***:I’his letter is in response to your request for comment and information regarding Mr***’s apparent dissatisfaction with our dealership.After researching this matter it is apparent that a miscommunication existed between my staff and Mr
***We clearly did not understand exactly what his intentions were when we arrived at the dealership because he spoke to two or three peopleand none were *** *** our service managerNevertheless, we take full responsibility for Mr***’s dissatisfaction and have already discussed how to avoid this scenario from ever repeatingIn addition, I have already mailed him a personal apology and complimentary oil change certificate.Again, we apologize for this matter and strive to always improvePlease contact us should you have any other questions.Sincerely, South Hills Honda*** ***Owner, President

RE: South Hills Honda Service IssueDear Mr***:I just learned that you are still dissatisfied with my response to the Revdex.comand I would assume the hand-written note I personally sent as well.As I stated before, we take full responsibility for any and all miscommunication, misunderstanding and or mishandling of your situationAs I said, we have reviewed and discussed internally in an attempt to avoid any mishaps with any other customersFurthermore, I hope you realize that we would never intentionally avoid helping or servicing a customer’s vehiclesince this is how we make our living.Please accept my apology again for this situation and wish you the best in the future.Sincerely,SOUTH HILLS HONDA*** *** Owner, PresidentCc: *** *** ***, Revdex.com

RE: *** *** - #***
Dear Ms***:
This letter is in response to your request for comment and information regarding Mr*** ***’s apparent dissatisfaction with our dealershipI have been personally involved in trying to resolve and unfortunately it appears we will not
be able to remedy to their satisfactionI believe everything will be too difficult to fully explain in a letter, so I have taken the liberty of including a number of attachments and all written correspondence to help clarify the issue(s)
The root of this situation is that the ***’s allege they received a money-back guarantee offer at the time they purchased a new car vehicle service contract from our dealershipUnfortunately we have no documentation to support that allegationWe did, in fact, pilot such an offer on a case by case basis a few years ago, but it was accompanied with a money-back guarantee agreement (see attached) that outlined all details and documented the offerIt was included because this was only an occasional offer made to customers that were “on the fence” and not simply universally included with every purchaseMr*** does not have this agreement in his possession, nor do we have it in our records
So in an effort to resolve our impasse I agreed to reimburse Mr*** in the form of dealership creditThe credit is to be used exclusively at our dealership to service their vehicle and or have Genuine Honda accessories installed on their vehicleParts needed in the servicing of the vehicle are includedIt seems like a very fair (if not generous) offer given the situationThis is especially true (in my opinion) since I am convinced that short of reimbursing the $1,in cash I will never satisfy these folksUnfortunately I do not believe this is a fair expectation on their part and I have no plans on doing so
Finally, my offer to help them actually still stands, but only if they complete the attached Voucher Agreement (original) and have it in my receipt no later than November 21,If not I will have no choice but to rescind my offer as it is more than obvious that no amount of goodwill will be garnered at this point for anything less than 100%
Thank you for your help in this matter and please contact me with any questions
Sincerely,
*** ***
Owner, President
Attachments

Dear Ms. [redacted]
Thanks for your help in this matter.
As you can tell by now, Mr. [redacted] cheats on his clients by hiding as much information as he could.   He, through his dealership, charged me additional $1000 and never gave me the extra money-back form. He never offered me such thing as “a very generous
resolution”.   Once I pointed this out and asked him to verify, he always became rude (since I have documented all the communication between us he was not able to find an excuse ) .   I shared my experience only after he did not
answer any my question and asked me not contact him anymore (exactly like what he did again in his email to Revdex.com). I don’t think he is practicing his business in a good manner. I have to doubt his business ethics.  Per numerous similar complaints from
multiple website, I believe I am not the only victim.  I would like to share everyone my bad experience
with this business so no more people will be cheated by him.  
I am still requesting the refund from the dealer. 
I appreciate your time and efforts in this. 
Regards,
[redacted]

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.
During my visit to South Hills Honda, I provided detailed information to threeemployees. The employees were [redacted] (salesman), [redacted] (Service Representative)and [redacted]. The salesman was very helpful and directed my inquiry to[redacted], then to the service manager. Based on Mr. [redacted]’s response, I believehe was misinformed or did not read my complaint correctly because I identifiedthat I spoke to the service manager.Mr. [redacted]’s response is unsatisfactory. He did not address the fact that hisdealership failed to address the safety issues related to my vehicle. I went tothe dealership for two reasons. 1) to address the recall regarding my 2006Honda CRV due to the Takata Airbag inflator risk, 2) possibly purchase a newvehicle.The Honda company has urged vehicle owners like myself to fix vehicles that arebeing recalled for Takata airbag inflators because of the risk of airbag explodingduring a crash. The airbags have been linked to several deaths and dozens ofinjuries. Additionally, the National Highway Traffic Safety Administration has implementedwarnings to vehicle owners effected by the recall to have their vehicles fixed immediatelydue to the dangers of the airbag exploding. Because the faulty airbag is a tremendous safety risk to operators, Honda has requestedimmediate replacement. During my visit, I specifically informed [redacted], [redacted]and [redacted] of my concerns of airbag recall and wanting to have my 2006 Honda CRVrepaired. The service manager and service representative appeared to have noknowledge of the airbag recall and allowed me to leave without addressing thesafety concerns of my Honda vehicle. Even after I informed them that the Hondaweb site provided detailed information about the airbag repairs. I am verydisappointed that this dealership is only concerned about selling vehicles andnot the safety of the vehicle operators.
Regards,
[redacted]

Dear Ms. [redacted]:
Please consider this my final response on the [redacted] matter.  I previously outlined a very generous resolution to the matter with the only condition being that they would not post anything negative online about our dealership.  Since they have done exactly that on several sites my offer is rescinded and I will not entertain any further communication on the matter. 
Sincerely,    
[redacted]
Owner/President
South Hills Honda
[redacted]
[redacted]
[redacted]
[redacted].[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10294192, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please see the attachment for my comment.
 Dear Ms. Edwards/Revdex.com:
Thanks for your help on this matter.
I have reviewed the
response made by Mr. [redacted] in reference to complaint ID [redacted].  There are at least two places in his email to
you that are not true and are not even consistent with the email correspondence
between us that he attached.
First, in his email
to you, he wrote “Parts needed in the servicing of the vehicle are included.”
But in his first email to us (see page 8 in the PDF  file he attached), he wrote explicitly “Also,
it cannot be used as credit towards the purchase of a new or used vehicle or
for any over the counter part or accessory”  After
that email, I wrote several emails to him asking him to change or confirm that
the voucher can be used for parts and services (please see page 5 in his
attachment and the attached additional first email I wrote to him which he
didn’t include in the attachment). Unfortunately, he never responded to that
request but simply asking us to accept his offer.  
Second, he wrote in
his email, “If not I will have no choice but to rescind my offer as it is more
than obvious that no amount of goodwill will be garnered at this point for
anything less than 100%.” I have actually offered a comprise solution which is
to receive a refund of $800 cash that I think is equivalent to the cash value
of that voucher assuming the profit from that voucher is 20%. (See page 7 &8
in his attachment) If the voucher is really such a great, generous and fair
offer, I don’t see why we can’t just cash it out by returning him the profit
that he may own from that voucher.  The
only reason I can think of is that, since the voucher excludes any part and
accessory, the voucher simply becomes a tool for Mr. [redacted] to make more money
from me as I will need to purchase parts and other things from his store if I
use his service.  In view of my first
experience of $1000 refund, I think it is understandable that I won’t accept
this voucher. This is also better for both parties as I would expect there will
be future disputes between us should I take this voucher.
It is true that I do
not have any paper to show that I was offered that money refund. But this is
only because I was not given any paper to sign. And I’m surprised that the
store does not have that record in the system. It is indeed puzzling to me
exactly what happened five years ago. When I purchased the extended warranty, I
assumed that the refund is just part of the policy and applies to everyone who
purchased the warranty. This is because, in the process of purchasing the car,
the finance guy just told us about that warranty and how we could receive
refund if we didn’t use it. He did not mention to us at all that it was a
promotion.  Unfortunately, five years
later when the refund is due, they told me that it was a promotion and only
some of the customers had that refundable guarantee. I asked them to talk to
the finance guy who sold us that insurance. But I was told that he left and
they could no longer find him.
 Regards,
[redacted]

Review: I WENT INTO THE DEALERSHIP TO LOOK AT A NEW ACCORD. I HAD A TRADE IN. I TOLD THE SALESMAN HOW MUCH I WANTED FOR MY TRADE. AFTER HE COMES BACK WITH FINAL NUMBERS. I SAID NO THEY WANTED TO GIVE ME WAY LESS THAN MY CAR IS WORTH. THE SALESMAN FLIPPED OUT AND SAID HE HAD WASTED 3 HOURS WITH ME. AND THE GENERAL MANAGER WAS VERY RUDE ALSO AND TOLD ME TO GET OUT. I DONT HAVE TO ACCEPT THE DEAL IT IS UP TO ME.Desired Settlement: APOLOGY

Business

Response:

This letter is in response to your request for comment and information regarding [redacted] apparent dissatisfaction with our dealership. I must say that having to respond in lieu of Mr. [redacted] behavior is very disconcerting. ??

All I am going to say is that in this world of "the customer is always right"... it is categorically not true and this is a classic example. The root of the issue is that Mr. [redacted] was upset with the value we placed on his trade-in and he responded badly as a result. In fact, he could not move beyond it continuing to behave rudely to one of my most accommodating and tolerant sales representatives so we asked him to leave so as not to further disrupt anymore of our customers. Nothing more, nothing less.

Finally, we are in the business of selling cars, parts and service and we are very successful at it because we try to be as nice as possible while taking a consultative approach with our clients. If we treated people as badly as Mr. [redacted] is insinuating our reputation would be horrible and we would be bankrupt in no time. Once again there is more than one side to every story. Thank you for your attention.

Sincerely,

SOUTH HILLS HONDA

Owner, President

P.S. Mr. [redacted] has already blogged his negative comments via the Internet, so even if I felt we were in the wrong in any way (which I do not) it would be very difficult to apologize at this point.

Review: On 4/28/2015 my wife visited the South Hills Honda dealership to have our 2006 Honda CRV serviced. A receipt/work order provided by the dealership indicated that the following services were completed and paid for:Invoice No: [redacted]; Advisor: [redacted]Oil and filter changeFront and Rear brake inspection: inspection sheet provided by the dealership indicates the rear brake inspection resulted in a rating of 4 out of 10 rating (10 = best, 2 = PA state inspection minimum and brakes require replacement)Rotate all tires and adjust tire air pressure (all tires removed to do this exposing drive axles and brake pads)General Maintenance that included a 19 point inspection including topping off fluids, checked air pressure in tires, checked operation of horn, wipers, washer, parking brake and lights, checked suspension, steering and checked for any fluid leaks.On 5/1/2015 my wife visited a local Certified ASE automotive repair facility to have the required Pennsylvania Emission and State Inspection completed. The technician at this facility advised that there was a problem with the steering and rear brakes and the problems will prevent the vehicle not to pass PA inspection requirements if not corrected.REAR BRAKES: With the rear brake pads removed from the vehicle, the technician provided me a visual inspection of the rear brakes; the technician identified the LEFT brake pad was rated a 1 and the RIGHT brake pad was rated a 0 and fell apart in my hand. The technician also indicated that the visual inspection of the right rotor showed markings which the technician identified as the right brake was locked up and not working at all. Photos of the brakes were taken; the pads were provided to me for evidence. Both rear brake pads and rotors required replacement to enable the vehicle safe or use and pass Pennsylvania inspection. It was in the technicians opinion that the rear brakes could not have resulted in a rating from a 4, to a 1 or 0 in the short of period of time the vehicle was last inspected by the dealership.STEERING: With the front tires removed, a visual inspection of the steering system was conducted by the technician. The inspection revealed that the CV Driveshafts (Axle Shaft) on both sides of the vehicle were faulty and would require replacement to enable the vehicle safe for use and pass Pennsylvania inspection. With the assistance of the technician, a visible inspection of the vehicle was taken while the vehicle was lifted in the air by a vehicle lift inside the technicians garage. The LEFT AXLE SHAFT BOOT was disintegrated; with only small particles of the rubber boot remained on the shaft; there was no evidence of the required grease (provides joint/shaft lubrication) remaining and the axle was totally exposed to dirt, moisture and other factors that prevent the axle from operating properly. The RIGHT AXLE SHAFT rubber boot was present and appeared in tack but was leaking lubrication grease extensively. Photos of the axle driveshafts were taken; the axle driveshafts were provided to me for evidence. It was in the technicians opinion that the steering/axle problems could not have resulted in the short period of time the vehicle was last inspected by the dealership.It is in my opinion that the dealership failed to perform the vehicle inspection as stated in the work order. I believe if the vehicle inspection was performed as annotated on the work order (tires removed to perform tire rotation would expose brakes and steering system; dealership technician provided fraudulent brake inspection results), the discrepancies noted above would have been identified and repairs recommended by the dealership technician.It is also my opinion that the because the dealership failed to identify the faulty parts during the inspection, they failed to notify my wife of required safety related repairs and allowed her to operate a vehicle that I consider to be highly unsafe to drive. The work identified on the work order was paid for by using a bank debt card. The dealership charged my wife for services not rendered. How many other customers have been fraudulently charged for services not performed? This is not the first time I have reported this dealership for failing to address vehicle safety items (airbag recall) regarding my Honda vehicle. They previously failed to properly address the airbag replacement as stated by the manufacturer.Desired Settlement: Written explanation from the dealership why they failed to render repairs and/or identify faulty items and make recommendations as promised by the work order. Written explanation from the dealership how they intend to prevent any future issues with me or any other customers.Written explanation from the dealership why I paid for services not rendered.

Business

Response:

RE: [redacted] - Customer Service issue, ID #[redacted]Dear Ms. [redacted]:This letter is in response to your request for comment and information regarding another service issue (4/28/2015) with Mr, [redacted]’s vehicle.Our Service Manager, [redacted], has spoken with Mr. [redacted] again and explained our process of visual inspections and apologized again for how his latest visit w-as handled. We clearly missed some things on his vehicle, which we again apologized for, but I am not sure we have resolved Mr. [redacted]’s concerns. My 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 information. What 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 happening. I 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. [redacted]’s dissatisfaction because I know it is founded, but at this point I have to consider the matter closed.Sincerely,[redacted] Owner, President

Review: When I purchased a CRV in 2009, this dealer offered me an extended 2 year (2012 to 2014) warranty by [redacted] on the vehicle. The finance guy told us we would pay additional $1000 cash for this extended warranty in advance and we could get money back if we did not make any claim during those two years. I bought this service in view of the refund policy although the manufacturer already provides a powertrain 5 years warranty and the extended warranty is not effective until three years later after the payment. Everything was fine until 5 years later. I was expecting to receive the refund as I did not claim anything under this extended warranty. However, when I contacted the store about the $1000 refund, they told me that I need to show them a form to receive the refund. The fact is that the finance guy did not give or even mention any form that I would need to receive the refund. Even worse, they told me that they did not see any record of the refund policy in my purchase in their system. The finance guy who worked with me five years ago was not there anymore. Thus, they argued that they could not verify my purchase and would not issue the refund! However, when I revived the email, the description on the voucher was significantly different than he promised. It excludes any parts or accessories, which means to use the $1000 credit, I have to purchase parts from his store and to spend thousands of dollars more in his store! The service also has to arrange through a particular staff (Why? So they can charge a higher price on the service?). In addition, Im not allowed to reveal my negative experience with their store on any website if I accept this voucher. When I asked him to issue the voucher as he promised before, he threatened me that I either took this offer, or I would nothing! So for the second time, the dealer reneged on what he promised. In the end, he refused to answer any of my concerns and questions and threatened me again that either I accepted the offer or I would get zero.Desired Settlement: I request the dealer to refund $1000 cash.

Business

Response:

RE: [redacted] - #[redacted]

Dear Ms. [redacted]:

This letter is in response to your request for comment and information regarding Mr. [redacted]’s apparent dissatisfaction with our dealership. I have been personally involved in trying to resolve and unfortunately it appears we will not be able to remedy to their satisfaction. I believe everything will be too difficult to fully explain in a letter, so I have taken the liberty of including a number of attachments and all written correspondence to help clarify the issue(s).

The root of this situation is that the [redacted]’s allege they received a money-back guarantee offer at the time they purchased a new car vehicle service contract from our dealership. Unfortunately we have no documentation to support that allegation. We did, in fact, pilot such an offer on a case by case basis a few years ago, but it was accompanied with a money-back guarantee agreement (see attached) that outlined all details and documented the offer. It was included because this was only an occasional offer made to customers that were “on the fence” and not simply universally included with every purchase. Mr. [redacted] does not have this agreement in his possession, nor do we have it in our records.

So in an effort to resolve our impasse I agreed to reimburse Mr. [redacted] in the form of dealership credit. The credit is to be used exclusively at our dealership to service their vehicle and or have Genuine Honda accessories installed on their vehicle. Parts needed in the servicing of the vehicle are included. It seems like a very fair (if not generous) offer given the situation. This is especially true (in my opinion) since I am convinced that short of reimbursing the $1,000 in cash I will never satisfy these folks. Unfortunately I do not believe this is a fair expectation on their part and I have no plans on doing so.

Finally, my offer to help them actually still stands, but only if they complete the attached Voucher Agreement (original) and have it in my receipt no later than November 21,2014. If not I will have no choice but to rescind my offer as it is more than obvious that no amount of goodwill will be garnered at this point for anything less than 100%.

Thank you for your help in this matter and please contact me with any questions.

Sincerely,

Owner, President

Attachments

Review: I am the original owner of a 2006 Honda CRV and have verified thru both the Honda web site and speaking with a customer service representative at Honda Customer Service, my CRV is subject to the Takata airbag recall.Following the instructions provided on the Honda web site, I visited my South Hills Honda located at [redacted] on 2/20/2015. During my visit, I initially spoke with [redacted], a Service Advisor and then I spoke to [redacted], a Service Manager. I stated to them that I went to the Honda web site and verified that my CRV is subject to the airbag recall and in accordance with the instructions (written and video), I was there to seek assistance in getting my CRV airbag replaced. I informed that the Honda web site provided vehicle owners instructions on how to address the airbag recall that included seeking assistance from a local dealership, and the dealership would order the airbag part and provide a vehicle loaner or vehicle rental to the car owner until the faulty airbag was replaced. [redacted] stated that the part would have to be ordered and it would take a while since it was a national recall and the dealership doesnt provide loaners or rental cars. She was uncooperative and failed to provide any assistance. After attempting to brief her on the web site instructions, she still insisted that they couldnt do anything and walked away.[redacted] stated the same and failed to address how to resolve the problem even after I mentioned the instructions provided by the Honda web site. He acted like he didnt know anything about the airbag recall and stated that I should wait until I receive my recall notice from Honda. He stated since I havent received a recall notice, I shouldnt worry about it and Honda only sends the recall notices to owners when they know the local dealership can handle the service. I believe his response was an attempt to satisfy me and was totally incorrect. Both employees were unprofessional and failed to address my vehicle recall problem. There actions are totally unsatisfactory and should be addressed. I have owned Honda vehicles since 1989 and consider myself a loyal Honda owner. Because of this dealership actions, I do not intend to purchase another Honda vehicle or take my vehicles to this dealership for service.Desired Settlement: I would like a written explanation from Honda and the dealership on how they corrected the poor customer service provided by the dealership employees and how they will address future safety recalls for vehicle owners.

Business

Response:

RE: [redacted] - Customer Service IssueDear Ms. [redacted]:I’his letter is in response to your request for comment and information regarding Mr. [redacted]’s apparent dissatisfaction with our dealership.After researching this matter it is apparent that a miscommunication existed between my staff and Mr. [redacted]. We clearly did not understand exactly what his intentions were when we arrived at the dealership because he spoke to two or three people... and none were [redacted] our service manager. Nevertheless, we take full responsibility for Mr. [redacted]’s dissatisfaction and have already discussed how to avoid this scenario from ever repeating. In addition, I have already mailed him a personal apology and complimentary oil change certificate.Again, we apologize for this matter and strive to always improve. Please contact us should you have any other questions.Sincerely, South Hills Honda[redacted]Owner, President

Review: I went to the South Hills Honda website and saw a car that fell into our price range and we went to see the car on Saturday, November 30th, 2013. On the website, http://[redacted], the car, a 2011 Ford Fiesta SE is, to me, listed at a price of $8,921.00. There is nothing at all on that site up to that point that tells me that it is the price that would be financed after a $3000.00 down payment. It appears to be the price of the car and it appeared that way to many other people on social media who went to the website and saw the same thing I did. When you click on the car for more specific information, it is still not at all clear that the actual price of the car is $11,921.00. They allowed us to fill out paperwork and it wasn't until we started discussing the value of our trade in that I asked for clarification about the price of the car. That is when I was told the price was actually $3000.00 more than what is listed at the website. When I expressed my confusion and dismay I was told the customers had asked them to list the cars that way. I've been to many sites that sell cars and none of them, not one of them, list the price of the vehicles for sale in that way. I find this advertising to be VERY misleading and if you go to the site and search for a vehicle I do believe you will also find it difficult to determine the actual price of the car.Desired Settlement: I think the way they are advertising their vehicles for sale should be illegal if it isn't. If it isn't, I think the vendor should be contacted and I do think they should be advised their advertising practices are highly dishonest and unsavory.

Business

Response:

This letter is in response to your request for comment and information regarding Ms. [redacted]’ apparent dissatisfaction with our dealership advertising.

I apologize for any confusion, but as you can see from the attached website screen shot we clearly disclaim the fact that the selling price is $11,921 and the financed for amount is $8,921 with a $3,000 down payment. Again, I am sorry if Ms. [redacted] misunderstood the ad, but this "financed for" option is because the majority of our clients want to know these options via the website without having discuss with a sales consultant.

Please contact us should you have any other questions.