Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I have taken Westbrook Honda's advise and suggestionsI have had the tires swapped and looked at, but at this point Westbrook Honda is more concerned with closing this matter and closing the complaint with the Revdex.com than to work with me to resolve this issue furtherI am not asking for my money backWhat I want is Westbrook Honda to stop assuming I have lost all faith in them and to just look at my car and to answer the questions I have asked them regarding my car and to do an alignment or fix the camber as we discussed so that the vehicle stops veering off of the roadI have attached below the questions I have asked Westbrook Honda to answerI am still waiting for them to reply regarding my questions I have regarding work done on my vehiclePlease have Westbrook Honda respond to my questions and what will be done with the camber which I was advised will fix the issue with the car veering off of the road which at this point is a safety hazard I was advised by Westbrook Honda that the vehicle had an alignment done and it was in specifications as of 11/7/I was provided a black and white copy of the alignment that was done, no information provided on this document states if it failed or passedI asked for a color copy of this alignment document and no one has provided me with thisThey only left me a voicemail asking me where I want my reimbursment for the alignment to be sentI was advised by Westbrook Honda that camber adjustment is not adjustable from the factory and that a camber adjustment bolt would have to be purchased and installedI asked if Westbrook Honda could do this for me and they have not respondedThey only left me a voicemail asking me where I want my reimbursment for the alignment to be sentOn November 27th Westbrook Honda emails me back asking if the car drifts to the right one day and to the left another dayI responded explaining No when you straighten the wheel on a flat straight roadway it will drift to the right and then you straighten out and it veers to the leftI asked what can be done to fix this because it sounds like Westbrook Honda is realizing this issue is NOT with the tires that were inspected are in good shape.What I want is for Westbrook Honda to respond to my questions, to look over the car, to fix the issue with the camber, to send me a color copy of the alignment and to further fix the safety hazard that they are aware of but are refusing to fix and to stop blaming the customer on this matter because they assume I have no faith in them Sincerely, [redacted]
This vehicle ws sold by our Chrysler, Dodge, Jeep storeWe did perform a repairWe have an appointment Friday 10/28/to try and help the customer with their concerns
omplaint ID#: [redacted] Company Name: Westbrook HondaCompany Contact Name: Steve L***Company Contact Phone: ###-###-####Company Contact Email: [redacted] Consumer's Name: ***... [redacted] / [redacted] BBB Staff Member (if you know): [redacted] ***Complaint Information: Customer has service appointment Saturday 11/7/20015 to do realignment. No charge of course. We only suggested they take the car elsewhere is because of where they live. We would of reimbursed them.Sent on: 11/5/2015 2:50:54 PM
Complaint: [redacted] I am rejecting this response because:When we were told we could go somewhere else for an alignment no one explained the reason behind the responseThe response from Lorensen is the first time anyone explained we would be reimbursed for going somewhere elseThis is also very contradictory to what was explained when I advised the staff I went to [redacted] for an alignment inspectionI was advised we should not go anywhere other than Honda or a mom and pop place.However, after our visit to Lorensen on 11/7/we have continued to experience and unresolved issue with the alignmentI went to have the alignment on my vehicle checked again because after this visit the vehicle continues to veer off the road indicating there is an alignment issueSo I brought the vehicle in on 11/7/to have the alignment checked againI had been working with Esther who was very helpful in arranging my service appointment and being a liaison with the service departmentEsther had made a notation that I would be getting a loaner car for the time the vehicle was in for a service.When we were completing all of the information with the service employee he asked for our policy number on our insurance cardIn [redacted] the insurance information is on our registration and they do not list the policy numberHe called the insurance company while we waited and customer service was closed, the service employee hung up the phone with the insurance company and said "what a bunch of bs" right in front of usI spoke to the service manager regarding the lack of professionalism and courtesy the service department hasThe manager stated it was not an excuse but this employee is new to the service departmentOne huge issue I had with the loaner vehicle is the followingThe service employee said I can't give you a loaner car as promised because we have no policy number on file for youHe said we can use the [redacted] insurance we have on fileI said that is not our insurance I have never had that insurance before and the DOB attached to the insurance is OctI said that is my father's insuranceThe service employee said well can we put you on his if you think he will approve? I said noThe service employee then told me you cannot drive out of state with this loaner carI said well I had a loaner for two months and drove to MA and no one told me this beforeThe service employee did not say anythingWhen I explained this to the service manager he listened and I explained my file needs to be separate from my parents filesThen I told him the following: Lorensen Honda and [redacted] gave us a loaner car before with no questions asked in the past (months ago and a few years prior)How was I issued a loaner car then and now I can't and I still live at the same address in **I said did Lorensen Auto use my father's insurance to give me a loaner car without his permission or mine? The service employee said yes probablyWhen I spoke to Esther regarding this she said that this is because our family is under one account and that is what approved at some pointI explained and reiterated that NO ONE has EVER approved that we be under the same account (as we live in two different states) and that NO ONE has EVER approved us using each others insurance.Furthermore, as the attached documents show Lorensen provided us with a customer invoice which explained the alignment is in good working orderThe issue exists with the tiresThe manager explained all of this to usThe manager suggested we replace the two back tires to fix the drifting problem"CUSTOMER SAYS CAR IS DRIFTING TO THE RIGHT AFTER ALIGNMENTSEE IFNO NOTED IN SYSTEM ISP ROAD TESTED CAR FOUND SLIGHT DRIFT TO THE RIGHT CHECKED ALIGNMENT FOUND TO BE WITHIN SPECIFICATION SWAPPED FRONT TIRES LEFT TO RIGHT STILL DRIFTED SWAPPED REAR TIRES LEFT TO RIGHT CAR DRIFT LEFT RECOMMEND REPLACEMENT OF REAR TIRES TO RESOLVE ISSUE LEFT REAR IS THE MOST SUSPECT ALSO FOUND TIRE ON LEFT FRONT OF CAR IS MOUNTED BACKWARDS" The manager and service employee explained that it was suspected that the rear tire belt had shifted and was causing the vehicle to driftI explained to the manager that I would not be purchasing tires through Honda and I would return to Tire Warehouse where the tires were purchased and speak to them regarding the issueI brought my vehicle to Tire Warehouse on 11/9/I was advised that if the tire belt had shifted the vehicle would be bouncing and the tires were inspected and the following was done to the vehicle at Tire Warehouse: "CHECKED EACH TIRE FOR BELT SEPARATION FOUND THAT NEITHER OF ALL FOUR TIRES HAD BELT SEPARATION DID FIND DRIVER FRONT MOUNTED BACKWARDS" Tire Warehouse employees reviewed Lorensen's statements and said that it appears an alignment was not doneI then brought the vehicle to [redacted] on 11/9/for an alignment checkThe alignment failed and the data that was supplied to me was explained in detail (unlike Lorensen who handed me the paperwork and service employees walked away asking if I have any questions)No camber was done on the front right side of my vehicle this is where the alignment had failedLorensen did not provide data for the front cambersAlso, I was informed that the alignment needs to be done from the back to the front and the data needs to appear as close to as possibleWith both alignments data it shows that the alignment does not closely match or come close to meeting for all areasI provided all of this information to Esther on 11/10/and I was told I would receive a call backToday is 11/13/and we still have not received a call backI do not need to explain to Lorensen Auto the importance of an alignment is for a vehicle, staff professionalism and the amount of time and money I have wasted coming back and forth to this dealershipI am beyond irritated with Lorensen AutoI am considering having all of my family members not return to their dealerships because it is one problem after anotherOne rude employee after anotherEsther is polite and helpful, the service manager was polite, Tom who drove the courtesy shuttle was polite and the mechanics are politeThe rest of the service department rushes you through the process and uses unauthorized car insurance to get us a loaner carI want an alignment done properly and I want a reimbursement for my last alignmentAlso, I expect ALL members of my family who have not left Lorensen yet to be HEAVILY compensated Sincerely, [redacted] & [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I have taken Westbrook Honda's advise and suggestionsI have had the tires swapped and looked at, but at this point Westbrook Honda is more concerned with closing this matter and closing the complaint with the Revdex.com than to work with me to resolve this issue furtherI am not asking for my money backWhat I want is Westbrook Honda to stop assuming I have lost all faith in them and to just look at my car and to answer the questions I have asked them regarding my car and to do an alignment or fix the camber as we discussed so that the vehicle stops veering off of the roadI have attached below the questions I have asked Westbrook Honda to answerI am still waiting for them to reply regarding my questions I have regarding work done on my vehiclePlease have Westbrook Honda respond to my questions and what will be done with the camber which I was advised will fix the issue with the car veering off of the road which at this point is a safety hazard I was advised by Westbrook Honda that the vehicle had an alignment done and it was in specifications as of 11/7/I was provided a black and white copy of the alignment that was done, no information provided on this document states if it failed or passedI asked for a color copy of this alignment document and no one has provided me with thisThey only left me a voicemail asking me where I want my reimbursment for the alignment to be sentI was advised by Westbrook Honda that camber adjustment is not adjustable from the factory and that a camber adjustment bolt would have to be purchased and installedI asked if Westbrook Honda could do this for me and they have not respondedThey only left me a voicemail asking me where I want my reimbursment for the alignment to be sentOn November 27th Westbrook Honda emails me back asking if the car drifts to the right one day and to the left another dayI responded explaining No when you straighten the wheel on a flat straight roadway it will drift to the right and then you straighten out and it veers to the leftI asked what can be done to fix this because it sounds like Westbrook Honda is realizing this issue is NOT with the tires that were inspected are in good shape.What I want is for Westbrook Honda to respond to my questions, to look over the car, to fix the issue with the camber, to send me a color copy of the alignment and to further fix the safety hazard that they are aware of but are refusing to fix and to stop blaming the customer on this matter because they assume I have no faith in them Sincerely, [redacted]
This vehicle ws sold by our Chrysler, Dodge, Jeep storeWe did perform a repairWe have an appointment Friday 10/28/to try and help the customer with their concerns
omplaint ID#: [redacted] Company Name: Westbrook HondaCompany Contact Name: Steve L***Company Contact Phone: ###-###-####Company Contact Email: [redacted] Consumer's Name: ***... [redacted] / [redacted] BBB Staff Member (if you know): [redacted] ***Complaint Information: Customer has service appointment Saturday 11/7/20015 to do realignment. No charge of course. We only suggested they take the car elsewhere is because of where they live. We would of reimbursed them.Sent on: 11/5/2015 2:50:54 PM
Complaint: [redacted] I am rejecting this response because:When we were told we could go somewhere else for an alignment no one explained the reason behind the responseThe response from Lorensen is the first time anyone explained we would be reimbursed for going somewhere elseThis is also very contradictory to what was explained when I advised the staff I went to [redacted] for an alignment inspectionI was advised we should not go anywhere other than Honda or a mom and pop place.However, after our visit to Lorensen on 11/7/we have continued to experience and unresolved issue with the alignmentI went to have the alignment on my vehicle checked again because after this visit the vehicle continues to veer off the road indicating there is an alignment issueSo I brought the vehicle in on 11/7/to have the alignment checked againI had been working with Esther who was very helpful in arranging my service appointment and being a liaison with the service departmentEsther had made a notation that I would be getting a loaner car for the time the vehicle was in for a service.When we were completing all of the information with the service employee he asked for our policy number on our insurance cardIn [redacted] the insurance information is on our registration and they do not list the policy numberHe called the insurance company while we waited and customer service was closed, the service employee hung up the phone with the insurance company and said "what a bunch of b
s" right in front of usI spoke to the service manager regarding the lack of professionalism and courtesy the service department hasThe manager stated it was not an excuse but this employee is new to the service departmentOne huge issue I had with the loaner vehicle is the followingThe service employee said I can't give you a loaner car as promised because we have no policy number on file for youHe said we can use the [redacted] insurance we have on fileI said that is not our insurance I have never had that insurance before and the DOB attached to the insurance is OctI said that is my father's insuranceThe service employee said well can we put you on his if you think he will approve? I said noThe service employee then told me you cannot drive out of state with this loaner carI said well I had a loaner for two months and drove to MA and no one told me this beforeThe service employee did not say anythingWhen I explained this to the service manager he listened and I explained my file needs to be separate from my parents filesThen I told him the following: Lorensen Honda and [redacted] gave us a loaner car before with no questions asked in the past (months ago and a few years prior)How was I issued a loaner car then and now I can't and I still live at the same address in **I said did Lorensen Auto use my father's insurance to give me a loaner car without his permission or mine? The service employee said yes probablyWhen I spoke to Esther regarding this she said that this is because our family is under one account and that is what approved at some pointI explained and reiterated that NO ONE has EVER approved that we be under the same account (as we live in two different states) and that NO ONE has EVER approved us using each others insurance.Furthermore, as the attached documents show Lorensen provided us with a customer invoice which explained the alignment is in good working orderThe issue exists with the tiresThe manager explained all of this to usThe manager suggested we replace the two back tires to fix the drifting problem"CUSTOMER SAYS CAR IS DRIFTING TO THE RIGHT AFTER ALIGNMENTSEE IFNO NOTED IN SYSTEM ISP ROAD TESTED CAR FOUND SLIGHT DRIFT TO THE RIGHT CHECKED ALIGNMENT FOUND TO BE WITHIN SPECIFICATION SWAPPED FRONT TIRES LEFT TO RIGHT STILL DRIFTED SWAPPED REAR TIRES LEFT TO RIGHT CAR DRIFT LEFT RECOMMEND REPLACEMENT OF REAR TIRES TO RESOLVE ISSUE LEFT REAR IS THE MOST SUSPECT ALSO FOUND TIRE ON LEFT FRONT OF CAR IS MOUNTED BACKWARDS" The manager and service employee explained that it was suspected that the rear tire belt had shifted and was causing the vehicle to driftI explained to the manager that I would not be purchasing tires through Honda and I would return to Tire Warehouse where the tires were purchased and speak to them regarding the issueI brought my vehicle to Tire Warehouse on 11/9/I was advised that if the tire belt had shifted the vehicle would be bouncing and the tires were inspected and the following was done to the vehicle at Tire Warehouse: "CHECKED EACH TIRE FOR BELT SEPARATION FOUND THAT NEITHER OF ALL FOUR TIRES HAD BELT SEPARATION DID FIND DRIVER FRONT MOUNTED BACKWARDS" Tire Warehouse employees reviewed Lorensen's statements and said that it appears an alignment was not doneI then brought the vehicle to [redacted] on 11/9/for an alignment checkThe alignment failed and the data that was supplied to me was explained in detail (unlike Lorensen who handed me the paperwork and service employees walked away asking if I have any questions)No camber was done on the front right side of my vehicle this is where the alignment had failedLorensen did not provide data for the front cambersAlso, I was informed that the alignment needs to be done from the back to the front and the data needs to appear as close to as possibleWith both alignments data it shows that the alignment does not closely match or come close to meeting for all areasI provided all of this information to Esther on 11/10/and I was told I would receive a call backToday is 11/13/and we still have not received a call backI do not need to explain to Lorensen Auto the importance of an alignment is for a vehicle, staff professionalism and the amount of time and money I have wasted coming back and forth to this dealershipI am beyond irritated with Lorensen AutoI am considering having all of my family members not return to their dealerships because it is one problem after anotherOne rude employee after anotherEsther is polite and helpful, the service manager was polite, Tom who drove the courtesy shuttle was polite and the mechanics are politeThe rest of the service department rushes you through the process and uses unauthorized car insurance to get us a loaner carI want an alignment done properly and I want a reimbursement for my last alignmentAlso, I expect ALL members of my family who have not left Lorensen yet to be HEAVILY compensated Sincerely, [redacted] & [redacted]