|-(Jeff W***-Service Manager) spoke with Customer and explained to him about the Diagnosis of his vehicleHe was disappointed that he now had a bill for over $I explained to Customer that this situation with his vehicle is unfortunate but I would take a look at the final bill and adjust
to try to make this the best situation possibleI discounted the work we performed by $217,for a Total Bill of $610,He was thankful at the time and told me they were going to drive up on the weekend, return our loaner, and take a look at the used vehicles We had, When I was informed Customer had arrived at the Dealership found him already Working with a Used Car Salesperson looking at vehiclesI went over and introduced myself to him & his WifeAt that time Customer told he he was not going to pay for any Bills regarding his vehicle, I told him that he absolutely needed to pay and that we had gone beyond in trying to help the both of them-(Free Loaner, Discounted Bill-etc.)At that point informed the Customer he could trade in his vehicle if he was looking at a Used Car but there would still be a bill(No matter who paid for it--(Used Cars or the Customer), It is very unfortunate that the Diagnosis/Repair outcome did not go the way that the Customer wanted/expected but that does not mean Miller Honda cid anything wrongIn all aspects of this Diagnosis/Repair we tried to be upfront and accommodating the Customer,Thank You,Jeff W***
[redacted]First we have invoice from Miller Honda stating we needed alignment to correct further wear. Also states we declined and the reason as we stated to them was it was going to be a quote by them 100.00 or more . So we told them we could have this performed some place else cheaper. We we took it to another garage they said it did not need alignment and they had to charge us a alignment check since they put car up on thing to do alignment. Yes we did tell Miller Honda about other work needing to be done. We have not received any calls, emails or letters regarding this matter in the last few weeks as they have stated they have tried to contact us. Our story has never changed and we did not need a front end alignment but other work done. They still have never addressed the issue of why our 2013 Honda Accord would need rear camber Bush in replaced at 33296 and what mileage we had work done is really up to us as to when we could afford it. We supplied the bill we paid from the other garage. We really wouldn't to know why our car would need this but apparently they just feel the need to blame us for taking to another garage that we feel comfortable with and have had only good experience with. We supplied all invoices for alignment check and the most recent work to Miller Honda before filing this complaint and no one contacted us.
[redacted]
On August 11, 2016 Customer came to Miller Honda with their [redacted] for a routine Oil & Filter Change, Tire Rotation, and a Free Multi Point Vehicle Inspection-Vehicle had 30,451 miles. During the Multi-Point Inspection the Technician recommended a 4-Wheel Alignment due to the...
Inside wear & feathering of the tires. The Customer declined this recommendation,On February 1st, 2017 Customer emailed the Service Advisor to tether know that they had gone elsewhere for an Alignment Check which cost them $39.95. They were told by another repair facility that they were in Alignment and nothing was reeded. The Service Advisor responded to the email, offered and sent a $39.95 Gift Certificate for Customer Satisfaction, and let the Customer know that if he would have had us perform the alignment and nothing was needed he would not have been charged.On May 9, 2017 Customer emailed Service Advisor stating that they were now told from another repair facility that they needed 2 rear Camber Bushings?-(On Customer supplied receipt it stated both Rear Camber Kits). The only reason they would have needed this would have been because their vehicle was out of Alignment? Customer has not been to Miller Honda with this vehicle since we recommended the Four Wheel Alignment on August 11, 2016. Customer stated in their email that the vehicle now has 35,572 miles. Another Repair Facility Diagnosed/Recommended & performed these repairs which the Customer is upset about, Not sure why the Customer is upset with Miller Honda We never even had a chance to look at this vehicle for any of these repairs, nor did we recommend them-Just the initial Alignment.We try to provide good, positive, service to all customers. That is why we even offered and gave them the Gift Certificate for their cost of the Alignment Check performed elsewhere. If the Customer wouldhave given us the chance to begin with maybe this situation would have never occurred or it could have been solved differently.
in response to the Customer rejecting our response:Customer's story has changed since time of visit. On 02/01/2017 Customer sent email stating that we recommended an Alignment and that he took it elsewhere and got an Alignment check. Customer was told he did not need an Alignment and everything was ok. We sent Customer a Gift Certificate as a Goodwill measure to cover the cost. Customer responded by email to thank us but again stated that he did not understand why they were told an Alignment was needed when in fact it did not need to be done. Service Advisor wrote back to Customer explaining it was recommended due to tire wear.Now the Customer is stating that we only recommended a Front Wheel Alignment-(We only Recommend/Perform 4-Wheet Alignments unless not applicable to vehicle). Customer is now stating at that same visit this Garage told him that he would need to replace the Rear Bushings? How would they know that from a 2-wheel Alignment? We were told by the Customer from this Alignment check performed on 01/31/17 that nothing was needed and we were wrong Then on 05/03/17 he had both rear camber bushings/Camber kits installed? Why would he have not brought this up at the time of the original Email/Alignment check? It seems that the Customers first Revdex.com complaint is not lining up with the new Complaint. As far as the Advisor following up with the customer-- She made multiple email and phone attempts with no response.Since the customers visit to Miller Honda he had 30,451 miles. The most recent Alignment Sheet the customer emailed from other Garage has 33,296 miles-and last miles stated per Customer was 35,572. Many things can happen during that about of miles. These repairs where recommended by a Non-Honda Garage and were performed with Non-Honda Parts. This repair may have not been necessary to begin with. Unfortunately the Customer never gave us a chance to look at their vehicle before this Repair or other Diagnostics where performed.Thank you,Jeff W[redacted]
|-(Jeff W***-Service Manager) spoke with Customer and explained to him about the Diagnosis of his vehicleHe was disappointed that he now had a bill for over $I explained to Customer that this situation with his vehicle is unfortunate but I would take a look at the final bill and adjust
to try to make this the best situation possibleI discounted the work we performed by $217,for a Total Bill of $610,He was thankful at the time and told me they were going to drive up on the weekend, return our loaner, and take a look at the used vehicles We had, When I was informed Customer had arrived at the Dealership found him already Working with a Used Car Salesperson looking at vehiclesI went over and introduced myself to him & his WifeAt that time Customer told he he was not going to pay for any Bills regarding his vehicle, I told him that he absolutely needed to pay and that we had gone beyond in trying to help the both of them-(Free Loaner, Discounted Bill-etc.)At that point informed the Customer he could trade in his vehicle if he was looking at a Used Car but there would still be a bill(No matter who paid for it--(Used Cars or the Customer), It is very unfortunate that the Diagnosis/Repair outcome did not go the way that the Customer wanted/expected but that does not mean Miller Honda cid anything wrongIn all aspects of this Diagnosis/Repair we tried to be upfront and accommodating the Customer,Thank You,Jeff W***
[redacted]First we have invoice from Miller Honda stating we needed alignment to correct further wear. Also states we declined and the reason as we stated to them was it was going to be a quote by them 100.00 or more . So we told them we could have this performed some place else cheaper. We we took it to another garage they said it did not need alignment and they had to charge us a alignment check since they put car up on thing to do alignment. Yes we did tell Miller Honda about other work needing to be done. We have not received any calls, emails or letters regarding this matter in the last few weeks as they have stated they have tried to contact us. Our story has never changed and we did not need a front end alignment but other work done. They still have never addressed the issue of why our 2013 Honda Accord would need rear camber Bush in replaced at 33296 and what mileage we had work done is really up to us as to when we could afford it. We supplied the bill we paid from the other garage. We really wouldn't to know why our car would need this but apparently they just feel the need to blame us for taking to another garage that we feel comfortable with and have had only good experience with. We supplied all invoices for alignment check and the most recent work to Miller Honda before filing this complaint and no one contacted us.
[redacted]
On August 11, 2016 Customer came to Miller Honda with their [redacted] for a routine Oil & Filter Change, Tire Rotation, and a Free Multi Point Vehicle Inspection-Vehicle had 30,451 miles. During the Multi-Point Inspection the Technician recommended a 4-Wheel Alignment due to the...
Inside wear & feathering of the tires. The Customer declined this recommendation,On February 1st, 2017 Customer emailed the Service Advisor to tether know that they had gone elsewhere for an Alignment Check which cost them $39.95. They were told by another repair facility that they were in Alignment and nothing was reeded. The Service Advisor responded to the email, offered and sent a $39.95 Gift Certificate for Customer Satisfaction, and let the Customer know that if he would have had us perform the alignment and nothing was needed he would not have been charged.On May 9, 2017 Customer emailed Service Advisor stating that they were now told from another repair facility that they needed 2 rear Camber Bushings?-(On Customer supplied receipt it stated both Rear Camber Kits). The only reason they would have needed this would have been because their vehicle was out of Alignment? Customer has not been to Miller Honda with this vehicle since we recommended the Four Wheel Alignment on August 11, 2016. Customer stated in their email that the vehicle now has 35,572 miles. Another Repair Facility Diagnosed/Recommended & performed these repairs which the Customer is upset about, Not sure why the Customer is upset with Miller Honda We never even had a chance to look at this vehicle for any of these repairs, nor did we recommend them-Just the initial Alignment.We try to provide good, positive, service to all customers. That is why we even offered and gave them the Gift Certificate for their cost of the Alignment Check performed elsewhere. If the Customer wouldhave given us the chance to begin with maybe this situation would have never occurred or it could have been solved differently.
in response to the Customer rejecting our response:Customer's story has changed since time of visit. On 02/01/2017 Customer sent email stating that we recommended an Alignment and that he took it elsewhere and got an Alignment check. Customer was told he did not need an Alignment and everything was ok. We sent Customer a Gift Certificate as a Goodwill measure to cover the cost. Customer responded by email to thank us but again stated that he did not understand why they were told an Alignment was needed when in fact it did not need to be done. Service Advisor wrote back to Customer explaining it was recommended due to tire wear.Now the Customer is stating that we only recommended a Front Wheel Alignment-(We only Recommend/Perform 4-Wheet Alignments unless not applicable to vehicle). Customer is now stating at that same visit this Garage told him that he would need to replace the Rear Bushings? How would they know that from a 2-wheel Alignment? We were told by the Customer from this Alignment check performed on 01/31/17 that nothing was needed and we were wrong Then on 05/03/17 he had both rear camber bushings/Camber kits installed? Why would he have not brought this up at the time of the original Email/Alignment check? It seems that the Customers first Revdex.com complaint is not lining up with the new Complaint. As far as the Advisor following up with the customer-- She made multiple email and phone attempts with no response.Since the customers visit to Miller Honda he had 30,451 miles. The most recent Alignment Sheet the customer emailed from other Garage has 33,296 miles-and last miles stated per Customer was 35,572. Many things can happen during that about of miles. These repairs where recommended by a Non-Honda Garage and were performed with Non-Honda Parts. This repair may have not been necessary to begin with. Unfortunately the Customer never gave us a chance to look at their vehicle before this Repair or other Diagnostics where performed.Thank you,Jeff W[redacted]