Initial Business Response / [redacted] (1000, 5, 2014/10/30) */ The situation with Ms***'s vehicle was investigated on 10-29- [redacted] contacted Ms [redacted] on 10-29-at 12:p.mat number XXX-XXX-XXXXA voice message was left at that time requesting that Ms [redacted] contact Mr [redacted] in an attempt to resolve the situation and repair her vehicleAs of the time of this response, Ms [redacted] has not returned the call Regarding the desired response by Ms***, the purpose of the phone call by Mr [redacted] on 10-29-was to try to reach a solutionOnce Ms [redacted] contacts Mr [redacted] an attempt to resolve the situation will be made Final Business Response / [redacted] (1000, 11, 2014/11/08) */ We are sorry that Ms [redacted] was disappointed with the attempt to provide service for her vehicleOn October 29, at 12:p.mour General Manager left a message for Ms [redacted] at XXX-XXX-XXXX to return his call to find out where the difficulties reside and to see if a successful resolution could be reachedAs of November 8, Ms [redacted] has not returned the phone call Upon further investigation, Ms [redacted] did in fact schedule an online service appointment on October 22, at approximately 7:p.mShe requested an oil change, a tire rotation, the use of our shuttle service and to see if her vehicle was included in an air bag recallThe appointment date she selected was for November 4, at 1:p.mSee attched scanUnfortunately, Ms [redacted] arrived at our dealership for service on October 28, at 1:p.m., full week ahead of the appointment date that she scheduled onlineOur service advisor tried to explain the fact that air bags are ordered and replaced specifically for each vehicle identification number and that her replacement part was not in stock yet due to her early arrival Ms [redacted] then became verbally abusive to our service advisor by the use of profane language in front of several other patrons of our businessOur service manager became involved in an attempt to explain the situation and to curb Ms***'s use of profane languageThat attempt also failedMs [redacted] then asked for the keys to her vehicle and left the dealership without any repairs or maintenance services performed on her vehicle No further contact has occurred with Ms***
Initial Business Response /* (1000, 5, 2015/11/24) */
Mr. or Ms. [redacted],
Please contact the Dealership directly and ask to speak with [redacted] so that we may handle your concern. We would like to address this matter with you.
Thank you,
[redacted]
Final Business Response...
/* (4000, 8, 2015/11/30) */
Spoke with customer and informed him we cannot work on his vehicle due to it being a Saturn. We do not have the tools nor the updated GM software. We did give the customer a name of the facility that was recommended he may take his vehicle to have it serviced.
Initial Business Response /* (1000, 5, 2014/10/30) */
The situation with Ms. [redacted]'s vehicle was investigated on 10-29-2014. [redacted] contacted Ms. [redacted] on 10-29-2014 at 12:32 p.m. at number XXX-XXX-XXXX. A voice message was left at that time requesting that Ms. [redacted] contact Mr. [redacted] in an...
attempt to resolve the situation and repair her vehicle. As of the time of this response, Ms. [redacted] has not returned the call.
Regarding the desired response by Ms. [redacted], the purpose of the phone call by Mr. [redacted] on 10-29-2014 was to try to reach a solution. Once Ms. [redacted] contacts Mr. [redacted] an attempt to resolve the situation will be made.
Final Business Response /* (1000, 11, 2014/11/08) */
We are sorry that Ms. [redacted] was disappointed with the attempt to provide service for her vehicle. On October 29, 2014 at 12:32 p.m. our General Manager left a message for Ms. [redacted] at XXX-XXX-XXXX to return his call to find out where the difficulties reside and to see if a successful resolution could be reached. As of November 8, 2014 Ms. [redacted] has not returned the phone call.
Upon further investigation, Ms. [redacted] did in fact schedule an online service appointment on October 22, 2014 at approximately 7:30 p.m. She requested an oil change, a tire rotation, the use of our shuttle service and to see if her vehicle was included in an air bag recall. The appointment date she selected was for November 4, 2014 at 1:00 p.m. See attched scan. Unfortunately, Ms. [redacted] arrived at our dealership for service on October 28, 2014 at 1:00 p.m., 1 full week ahead of the appointment date that she scheduled online. Our service advisor tried to explain the fact that air bags are ordered and replaced specifically for each vehicle identification number and that her replacement part was not in stock yet due to her early arrival.
Ms. [redacted] then became verbally abusive to our service advisor by the use of profane language in front of several other patrons of our business. Our service manager became involved in an attempt to explain the situation and to curb Ms. [redacted]'s use of profane language. That attempt also failed. Ms. [redacted] then asked for the keys to her vehicle and left the dealership without any repairs or maintenance services performed on her vehicle.
No further contact has occurred with Ms. [redacted].
Initial Business Response /* (1000, 5, 2015/12/09) */
Customer purchased an extended service contract and was informed by that company they would help the customer with the cost of a used battery. Customer installed battery himself and the battery had not been programmed to the vehicle as a result...
the ima light illuminated. Customer brought vehicle into our service department where we diagnosed the concern. Customer was informed he needs a new Honda remanufactured ima battery, which is not covered by his service contract or any manufacture's warranty. Customer has been advised to contact his vehicle service contract company.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When a battery is replaced it is NOT necessary to have any programming done to the vehicle. I have 2 companies that I have contacted (Bumblebee Batteries, and Hybrid ReVolt) that confirm this. Since the service writer claimed this was the reason that the battery was not showing a fault light at the time, the warranty company used THIS as the reason for not covering the replacement. Incidentally, the service light DID come on while driving to the dealer for evaluation of the battery. This shows right here that the vehicle and the battery were already in sync and DID NOT need a programming.
Final Business Response /* (4000, 10, 2015/12/10) */
Final Consumer Response /* (4200, 12, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided from Wessel Honda to the warranty company was incorrect. Batteries are not tied in any way to a particular vehicle. Because of the poor performance of the original batteries installed in the Civic Hybrids, 1000's of owners have had them replaced by companies specializing in remanufactured/rebuilt batteries. There is no programming needed for a replacement battery, nor is a particular battery tied to a particular vehicle.
Initial Business Response / [redacted] (1000, 5, 2014/10/30) */ The situation with Ms***'s vehicle was investigated on 10-29- [redacted] contacted Ms [redacted] on 10-29-at 12:p.mat number XXX-XXX-XXXXA voice message was left at that time requesting that Ms [redacted] contact Mr [redacted] in an attempt to resolve the situation and repair her vehicleAs of the time of this response, Ms [redacted] has not returned the call Regarding the desired response by Ms***, the purpose of the phone call by Mr [redacted] on 10-29-was to try to reach a solutionOnce Ms [redacted] contacts Mr [redacted] an attempt to resolve the situation will be made Final Business Response / [redacted] (1000, 11, 2014/11/08) */ We are sorry that Ms [redacted] was disappointed with the attempt to provide service for her vehicleOn October 29, at 12:p.mour General Manager left a message for Ms [redacted] at XXX-XXX-XXXX to return his call to find out where the difficulties reside and to see if a successful resolution could be reachedAs of November 8, Ms [redacted] has not returned the phone call Upon further investigation, Ms [redacted] did in fact schedule an online service appointment on October 22, at approximately 7:p.mShe requested an oil change, a tire rotation, the use of our shuttle service and to see if her vehicle was included in an air bag recallThe appointment date she selected was for November 4, at 1:p.mSee attched scanUnfortunately, Ms [redacted] arrived at our dealership for service on October 28, at 1:p.m., full week ahead of the appointment date that she scheduled onlineOur service advisor tried to explain the fact that air bags are ordered and replaced specifically for each vehicle identification number and that her replacement part was not in stock yet due to her early arrival Ms [redacted] then became verbally abusive to our service advisor by the use of profane language in front of several other patrons of our businessOur service manager became involved in an attempt to explain the situation and to curb Ms***'s use of profane languageThat attempt also failedMs [redacted] then asked for the keys to her vehicle and left the dealership without any repairs or maintenance services performed on her vehicle No further contact has occurred with Ms***
Initial Business Response /* (1000, 5, 2015/11/24) */
Mr. or Ms. [redacted],
Please contact the Dealership directly and ask to speak with [redacted] so that we may handle your concern. We would like to address this matter with you.
Thank you,
[redacted]
Final Business Response...
/* (4000, 8, 2015/11/30) */
Spoke with customer and informed him we cannot work on his vehicle due to it being a Saturn. We do not have the tools nor the updated GM software. We did give the customer a name of the facility that was recommended he may take his vehicle to have it serviced.
Initial Business Response /* (1000, 5, 2014/10/30) */
The situation with Ms. [redacted]'s vehicle was investigated on 10-29-2014. [redacted] contacted Ms. [redacted] on 10-29-2014 at 12:32 p.m. at number XXX-XXX-XXXX. A voice message was left at that time requesting that Ms. [redacted] contact Mr. [redacted] in an...
attempt to resolve the situation and repair her vehicle. As of the time of this response, Ms. [redacted] has not returned the call.
Regarding the desired response by Ms. [redacted], the purpose of the phone call by Mr. [redacted] on 10-29-2014 was to try to reach a solution. Once Ms. [redacted] contacts Mr. [redacted] an attempt to resolve the situation will be made.
Final Business Response /* (1000, 11, 2014/11/08) */
We are sorry that Ms. [redacted] was disappointed with the attempt to provide service for her vehicle. On October 29, 2014 at 12:32 p.m. our General Manager left a message for Ms. [redacted] at XXX-XXX-XXXX to return his call to find out where the difficulties reside and to see if a successful resolution could be reached. As of November 8, 2014 Ms. [redacted] has not returned the phone call.
Upon further investigation, Ms. [redacted] did in fact schedule an online service appointment on October 22, 2014 at approximately 7:30 p.m. She requested an oil change, a tire rotation, the use of our shuttle service and to see if her vehicle was included in an air bag recall. The appointment date she selected was for November 4, 2014 at 1:00 p.m. See attched scan. Unfortunately, Ms. [redacted] arrived at our dealership for service on October 28, 2014 at 1:00 p.m., 1 full week ahead of the appointment date that she scheduled online. Our service advisor tried to explain the fact that air bags are ordered and replaced specifically for each vehicle identification number and that her replacement part was not in stock yet due to her early arrival.
Ms. [redacted] then became verbally abusive to our service advisor by the use of profane language in front of several other patrons of our business. Our service manager became involved in an attempt to explain the situation and to curb Ms. [redacted]'s use of profane language. That attempt also failed. Ms. [redacted] then asked for the keys to her vehicle and left the dealership without any repairs or maintenance services performed on her vehicle.
No further contact has occurred with Ms. [redacted].
Initial Business Response /* (1000, 5, 2015/12/09) */
Customer purchased an extended service contract and was informed by that company they would help the customer with the cost of a used battery. Customer installed battery himself and the battery had not been programmed to the vehicle as a result...
the ima light illuminated. Customer brought vehicle into our service department where we diagnosed the concern. Customer was informed he needs a new Honda remanufactured ima battery, which is not covered by his service contract or any manufacture's warranty. Customer has been advised to contact his vehicle service contract company.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When a battery is replaced it is NOT necessary to have any programming done to the vehicle. I have 2 companies that I have contacted (Bumblebee Batteries, and Hybrid ReVolt) that confirm this. Since the service writer claimed this was the reason that the battery was not showing a fault light at the time, the warranty company used THIS as the reason for not covering the replacement. Incidentally, the service light DID come on while driving to the dealer for evaluation of the battery. This shows right here that the vehicle and the battery were already in sync and DID NOT need a programming.
Final Business Response /* (4000, 10, 2015/12/10) */
Final Consumer Response /* (4200, 12, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information provided from Wessel Honda to the warranty company was incorrect. Batteries are not tied in any way to a particular vehicle. Because of the poor performance of the original batteries installed in the Civic Hybrids, 1000's of owners have had them replaced by companies specializing in remanufactured/rebuilt batteries. There is no programming needed for a replacement battery, nor is a particular battery tied to a particular vehicle.
Initial Business Response /* (1000, 5, 2015/11/10) */
The dealership spoke with the customer and has resolved the matter.