Stewart Travel

Pearson Honda mechanical technicians physically inspected Mrs [redacted] complaint on April 18, and found no leak Mrs [redacted] called Pearson Honda's service manager Johnnie W [redacted] to express her concerns over a leak not being detected Mr W [redacted] at that time ordered all parts for the total windshield washer systemTwo reasons for the tank not being replaced on the 19th- Parts had to be orderedNo leak was detected so no reason to have customer pay for a part that is not needed.Mrs [redacted] returned this past Friday afternoon June 9, at which time Pearson Honda inspected the the vehicle for washer fluid bottle leak During this visit the service manager, Johnnie W [redacted] instructed the technician to raise Mrs [redacted] 's CRV up in the air on a lift to make sure we had the best possible view of the washer bottle The inner fender liner was also removed to prevent any obstructed view MrW [redacted] was with our technician during this inspection No leak on the system.Addressing Ms [redacted] concern of 1/hour wasted Please understand it takes time to explore all possibilities of the consumers complaint.Pearson Honda is always concerned for our customers and their budget We see no need to take a customers money for repairs that are not needed.Keith H [redacted] General Manager

On June 22, 2015, Lowe’s faxed a work order for a service call to the Service Center at Entrematic that handles Amarr Garage DoorsThe work order stated that two of the sections on one of Mr [redacted] ’s Amarr garage doors were not aligning properlyA Service Center representative spoke to Lowe’s representatives and discussed the service call request on June 24, The same day, the Service Center reached out to Mr [redacted] and requested pictures, in order to diagnose the problemMr [redacted] agreed to provide these picturesThe Service Center then contacted the contracted installer who installed this door to request that they return to the job site and inspect the doorOn June 30, 2015, the Service Center received documentation from the contracted installer stating that the sections were not sitting flush.On July 8, 2015, after all the necessary pictures were obtained, the Service Center called the customer and left a voicemail to advise that the issue was most likely caused due to an abnormality in the formation of the top of the section, and that Entrematic would order replacement parts and request expedited delivery and installation of these partsOnce the sections requiring replacement had been confirmed, the Service Center ordered the sections and requested expedited shipment and installationThe Service Center will continue to update Lowe’s and the customer as to the expected arrival date of the materials and available installation appointments.The last contact the Service Center had with Mr [redacted] was today, July 10, The resolution specialist explained the cause of the problemMr [redacted] advised the door is still functional, but voiced concerns about the glazed sectionThe resolution specialist advised Mr [redacted] that if the problem persists after the two intermediate sections are replaced, we will replace the glazed section as wellMr [redacted] is fine with this planWe are attempting to expedite the sections to speed the resolution to this issue, and the resolution specialist (Andrew P [redacted] ) provided Mr [redacted] his direct contact information in case he has questions or concerns in the meantime.Thank you, [redacted] ***Director, Service Center

Response to complaint # [redacted] To Whom it may concern,Mr [redacted] purchased a Honda [redacted] EX 1.5L turbo from P [redacted] Honda on February 28, Purchase price for this vehicle was $ [redacted] which does not include required taxes and fees The above mentioned vehicle is equipped with a CVT transmissionThe transmission on this vehicle was operating properly Mr [redacted] decided that he was not comfortable with this vehicle, which was operating properly.Mr [redacted] requested for P [redacted] Honda to unwind the deal four days after he took delivery because of him not liking the transmission P [redacted] Honda informed Mr [redacted] in the State of Virginia there is no cooling off period Mr [redacted] , as stated in hiscomplaint, wanted to look at a higher trim level [redacted] .Mr [redacted] opted to trade up to a Honda [redacted] EX-L 2.0L turbo which is equipped with a speed automatic transmission Mr [redacted] agreed to the figures which after I helped him with more pricing and lowering his interest rate by percentage points.Mr [redacted] 's statement of losing $***on the trade is false Mr [redacted] paid $ ***on the first transaction Mr [redacted] was given $***on trade for the second transaction, which is a difference of $***.00.P [redacted] Honda does not owe Mr [redacted] any compensation Mr [redacted] entered into two separate contractual agreements with P [redacted] Honda Mr [redacted] had the option of not trading on the second deal He could have kept the first vehicle that was operating properly [redacted] ing to factory standards.Keith H [redacted] General ManagerPearson Honda

To whom it concern,In reference to the customers complaint, Pearson Honda has been in contact and remains in contact with the customer to arrive at a resolution that is suitable to the customer in the complaint We have been in touch the warranty company as well as local experts on the issues of the complaintwith this work completed we at Pearson Honda have agreed with the customer to replace the Timing Phaser, to fix the exhaust leak and the drive shaft slack as well as calibration of the speed for the tire size issues We will cancel the Extended Warranty as the customer has requested The work is scheduled to be completed by August 31stas long as all parts are delivered as planedKeith H [redacted] General Manager

Scott [redacted] has contacted Mr [redacted] and resolved the matterWe will issue a refund for the doors upon receipt of the signed, notarized original of a release agreement which Mr [redacted] will provide to Mr [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I still feel that the whole door needs to be replaced and not just sections But that is the way they want to resolve the problem by exchanging only sections and then see if other sections need to be replaced SoI am not satisfied until the whole garage door is replaced with ALL its sections because they are all defective and it took a long time for them to make a decision to honor the warranty I want to wait and see the final door installed Everything as far as decisions or calling me back takes forever Very poor customer service And the only calls I got from them was on June and July Never got a call on July or a voice mail I am the one who called several times [redacted] Regards, [redacted]

I am rejecting this response because: First off they never finished it so I told the lady that called a year after the start that I can not pay for something that they never finishedWhen the production manager came out to finish it in the beginning because the installer did it badhe said he had to find a way to do itIt was starting to peel thenHe fixed a bubble in itBut not the joints also never finished in front of one of the bedroom doorsHe never returnedThat is why they never returned a life time warranty when they used the wrong vinylIt has a felt backI was told since, that you don't put felt backing on cementI told them when they called to just return my money and someone else can complete the jobI had carpet put in to fix in front of one door but the other door and another joint and in front of stairs is still badI do not want them in my house just return my money and I will get someone that knows what there doing redo it