Steve Padgett’s Danville Honda

Our Service Director, [redacted] , contacted [redacted] on Monday, Jan26, at 2:p.m He apologized to her and asked her what he could do to earn back her faith in our dealership She said the apology and explaination was enough! He also gave her a mile service free of charge as a gesture of Goodwill He noted this in the customer's file so there would be no confusion when she came back in

Our  Service Director, [redacted], contacted [redacted] on Monday, Jan. 26, 2015 at 2:21 p.m.  He apologized to her and asked her what he could do to earn back her faith in our dealership.  She said the apology and explaination was enough!  He also gave her a 5000 mile...

service free of charge as a gesture of Goodwill.  He noted this in the customer's file so there would be no confusion when she came back in.

Review: I purchased a 2011 Pilot on 7/11/16, as is and I was advised the car was serviced and in good condition. I emailed and called the Honda Tuesday morning, due smoke coming from the engine when I arrived home, trash in the vehicle, substance on the inside of the hood and other minor concerns. My father took the vehicle to Honda the next day, they advised of the concerns and stated if any other issues were to occur to contact them. I traveled on vacation in the vehicle and to work (4 1/2 hours to and from my residence). On Saturday, 7/23/16 I opened the door and there was a horrible smell coming from the vehicle. I took the car to car shop to see if they could advise of the smell. They kept the car for a couple of hours and contacted me advising they found rat droppings in the cabin filter, 2 back rows of the in the seats of the vehicle and in lower cup holders in the back of the seats. I contacted Honda and spoke with [redacted], the gentleman who assisted with me purchasing the car and [redacted] the salesman. I advised of the issue and [redacted] asked where the rat came from (which is a question I cant answer, normally rats get in vehicle which have been sitting for long period of time), I advised [redacted] the vehicle was at the shop, he advised I could bring the car to Honda and they would 'look at it'. At this time, the shop had taken out all seats in the vehicle, carpet/floor boards and found a decomposed rat along with trash, more rat droppings etc. I contacted [redacted] back and advised what was found. at this point I'm very upset and embarrassed I purchased a $18k car in this condition. [redacted] stated if I would have brought the car to Honda they would have done the same as the shop to resolve the issue. However, if the car was fully serviced as stated and cleaned, this issue may not have occurred, such as the filthy cabin filter, the trash throughout the vehicle and under the seats. [redacted] stated service guys who work in the hot heat may have missed something's, really? He asked what could they do for free that would help this issue. I advised due to the customer service I am receiving, because an apology of this issue is not helpful, so I stated I would like to have the DVD player I wanted when I purchased the vehicle, he stated a $1000 DVD was not going to happen. I even contacted the financial facility to see what options I had in returning the vehicle; however, I would not want a voluntary repossession on my credit report. I contacted America Honda and was advised since the car was purchased at private dealership I would need to handle with the dealership. I contacted Honda on 7/27 left a message with [redacted], asking to speak with the General Manager (Steve Padgett), she took my name and number and stated she would give my information to him. I called back on 7/28/16 spoke with [redacted] asking to speak with Steve and was transferred to [redacted] (maybe [redacted]) because Steve wasn't available, I explained to him my concerns and at this point we cannot get the smell out of the car, he asked what did I think could be done, again I mentioned the DVD player he stated $1000 DVD is not going to work, he mentioned a trade in, I stated I would accept trading the vehicle in, he stated having a 2nd owner and the depreciation of the vehicle would be a concern. I advised the experience I had within 14 days of having the vehicle, I haven't even made my first payment, the rat, coincidence of the spray in the cabin filter, the smell of a brand new vehicle in a 5 year old car could possible be a cover up (my opinion, as I purchased an used car in 2006 and the car smelled good since the car was clean, but not the smell of a brand new car-not sure, so they cant say the spray every used car to have a brand new smell when purchased) is more than worth a DVD player or trade in. he advised himself or Steve would be in contact with me at the close of business Thursday, since they were receiving another Pilot fully loaded this week for a possible trade in. I didn't hear back from anyone on Friday, Saturday or Monday, I spoke with [redacted] on Monday and was transferred to [redacted]'s voicemail, no returned call and today is Wednesday. Where is the customer service?Desired Settlement: At this point, and due to inconvenience I received having to have the vehicle cleaned, in which the smell still lingers in the vehicle, rather Honda or any other shop found the rodent and poor customer service of returning my calls, I believe the DVD player is well deserved regardless of the cost! A trade in would only benefit the company and not the consumer, unless the trade in value of the vehicle would be the same price the car was purchased $17,800.

Business

Response:

I am responding to the complaint from [redacted] on 8/3/16 case # [redacted]. My name is [redacted] and I am the General Sales Manager for Steve Padgetts Danville Honda. [redacted] contacted me a couple weeks after she purchased her preowned Honda Pilot. She wanted to know if she could return her vehicle. I asked her why she wanted to return the vehicle and she cut me off and said she had to take another call from the bank she financed the vehicle with. She called me back a couple hours later and told me the bank told her to discuss the matter with the dealership. She told me that after getting back from the beach she noticed a smell in her vehicle. I told her to bring it to the dealership and we would find the smell and get rid of it. She said she would bring it by but she never did. She took it somewhere else. After a few days she called me back and said that this other place found a dead mouse and removed it. She also complained about the cabin filter. She told me that she thought we knew about the dead mouse and tried to cover it up by spraying something on the cabin filter. We put a new cabin filter in the vehicle when we traded for it. Anything on the cabin filter would have happened after she bought the vehicle. I think that the mouse got in her vehicle after she bought it and died. That's why it took weeks for her to detect the smell. I also believe that she just wants a free DVD player put in her vehicle. I did tell her that we were not going to give her a free DVD player because a mouse was (according to her) found by some other place that she wouldn't name. We have done no wrong and if we would have been given the chance to find the smell would have fixed the problem. Thank you

Review: On January 3, 2015 I took my vehicle to Danville Honda to have my oil changed. When the service was finished and I was paying they always review the findings of the multi-point inspection. I was informed that I would need to get a new battery soon. I left from there and went to get my battery tested and check on prices. When they lifted up the hood of my car they refused to test the battery due to the amount of corosion and the battery post was loose. I then returned back to Danville Honda to find out exactly why didn't they inform me that it was severe corrosion on the battery. They never gave me an answer as to why exactly the tech did not put that on the multi-point inspection sheet. The amount of corrosion on the battery indicated that it had been buildng up for a while. The thing that baffles me is that I go to Honda often for an oil change and other service due to me traveling so much with my job. If the technicians were truly inspecting the car as they have stated on each visit, then why wasn't the severe corrosion seen before it actually damaged my battery post? I'm most upset because this could have been avoided. If I pay for services at a place and they are telling me that they are doing a multi-point inspection ad topping off any fluids, then of course I would expect for them to actually perform it and report back their findings. I've sent 2 emails with no response at all.Desired Settlement: I would really apprecite if a representative would call to apologize and reconcile the situation.

Business

Response:

Our Service Director, [redacted], contacted [redacted] on Monday, Jan. 26, 2015 at 2:21 p.m. He apologized to her and asked her what he could do to earn back her faith in our dealership. She said the apology and explaination was enough! He also gave her a 5000 mile service free of charge as a gesture of Goodwill. He noted this in the customer's file so there would be no confusion when she came back in.

I have purchased 3 Hondas from this dealership. I would recommend this dealership to anyone. Everyone there has been wonderful to deal with. They are so courteous, friendly and helpful. They go above and beyond to make sure everything is right. My first two Hondas were unfortunately totaled in car accidents (though I was not at fault either time). The cars protected me from serious injury. Honda makes good vehicles!