Steve's Honda Sales & Svc

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Aloha,This is in response to Mr. [redacted]'s complaint....

RE:ID#[redacted]Mr. [redacted] came into our shop on August 15th in search of purchasing a trimmer. He was mostly interested in the [redacted] which we had in stock but wasn't completely sold on purchasing that unit and was open to options. Our salesperson helped Mr. [redacted] by answering his questions as we have a wide variety of trimmers to choose from. Mr. [redacted] decided on purchasing the [redacted] Trimmer. Along with the [redacted] Trimmer, he purchased a 3 pound roll of trimmer line and a 6-pack of 2cycle engine oil. By purchasing the 6-pack of 2cycle engine oil, he gained an additional 2 years of warranty which in total now gave him 4 years of warranty on his unit. During the payment process and writing of the invoice, the unit was taken into our shop where our technicians fuel up and test the unit before the customer leaves to ensure all is working properly and so that we can demonstrate starting procedures if needed by the customers decision.The next day, Mr. [redacted] contacted our shop via phone to discuss returning the unit because he believed the unit was defective and overheated after being used. We advised him that because the unit has been used, our policy is "all sales final" and that Steve would have to make the final decision on the return of the unit but however Steve was on the road doing deliveries and that we could have Steve contact him upon returning to the office. Mr. [redacted] said that he was going to stop by anyway. Mr. [redacted] stopped by the shop and it was bustling with customers. As his turn came to be assisted, he then set the unit on the counter and demanded a refund or exchange. Our salesperson then noticed that the unit had been used and said that our policy is all sales final on any units and because this unit has been used, Steve would have to make the final decision and said sorry but Steve is out on the road making deliveries. She then asked for his contact information and he then said " If you're not giving me my money back now, i'm filing a complaint" and then walked out of the shop leaving no identification as to who the unit belonged to. Steve was then contacted by phone by the salesperson to let him know the situation. Because Mr. [redacted] didn't leave his contact information, The unit was identified by the serial number and registration.The [redacted] Trimmer was inspected by a [redacted] Gold technician and all tested perfect. There are no signs of overheating or being defective.Upon returning to the office, Steve tried contacting Mr. [redacted] via Telephone[redacted] at 3:19pm, again on 08/17/2016 2:53pm and 08/23/2016 3:05pm in which the two calls on 08/16 and 8/17 were not answered or returned. The phone call on 08/23 was answered and after saying who it was trying to contact Mr. [redacted], The person then hung up on Steve. Because we were unsuccessful in trying to contact Mr. [redacted] to resolve this issue and retrieve his credit card information to process the return, we then contacted our financial institute for assistance in crediting Mr. [redacted]'s credit card. His Credit card was credited in full $314.01 on 08/23/2016. We then emailed Mr. [redacted] to notify him of the return to his credit card since we were not able to speak via telephone.I have attached a copy of the original sales invoice, the copy of the credit card slip showing a return and also, the email that we sent to Mr. [redacted] notifying him of the return to his credit card.If you have any questions, please feel free to contact Steve at [redacted]Thank you,Steve's Honda[redacted]
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