This is [redacted], General Manager of Fernandez Honda. I understand the complaint you have regarding your 2015 CR-V. I would be happy to speak to you about this directly. Unfortunately, we are dependent on Honda corporate to find the solution to the your complaint. Honda...
stated that they are aware of the complaint and are working on a fix. I will continue to follow up with our Honda representative. If you would like to speak to me directly about this please contact me by email at [redacted].com or on my cell at ###-###-####. Thank you.
I understand that the customer has rejected our offer. I do know what we offered as a company in the past and it did not include details for life. The offer was car washes for life and details for 5 years. I believe this comes down to a communication issue between the customer and an employee that no longer works here. I apologize for the frustration that this has caused the customer.
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. It took 2+ months and the need to file a complaint with the Revdex.com before getting the refund that any honest dealership would have done in a heartbeat.
Regards,
[redacted]
A decision on a warranty claim like this is not made by our dealership level personnel. Our Fernandez Honda staff including the Service Advisor and our Service Management team have been in communication with the customer throughout this process. I believe the customer is requesting to meet with...
personnel from outside of our dealership staff. The transmission has been "torn down" (with Mr. [redacted] approval) and the findings have been relayed to the appropriate personnel. The result of the warranty review by Honda is that the items in need of repair did not fail due to a defect and therefore are not covered under warranty. If the customer still desires, we can coordinate a meeting with a representative from American Honda to explain their decision.
Complaint: [redacted]
I am rejecting this response because:It's not what they promised me, and Fernandez Honda knows it. They promised me car details for the lifetime of the car as long as I still own it.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: ...⇄ It is very sad that we are going through this matter like little kids anyway I am being treated like a fungus and nobody gives a dam at Fernandez Honda plus I have to say there is no leadership at all. I am not going to quit until I get what is coming to me. Also, stop shift blaming like everyone in this world. So, let go to the next stage Fernandez Honda.
Regards,
[redacted]
Mr. [redacted], I apologize that we were not able to get this resolved for you sooner. I looked into my junk mail folder in our customer relationship management software and found your emails. I should check this more often and will do so in the future. I am not sure what happened on the...
voicemails but I do try to return all messages within 24 hours. I apologize that I did not get back to you. In the end, we will get this resolved for you. I have someone in our accounting office looking into when we received the cancellation from IAS. I will make sure you get a refund for the full $499 that you paid and not the prorated amount less the $25 fee. We will mail the check for $499 out tomorrow so you should receive it by Monday. Please call me on my cell if you have any further questions. [redacted]
The program that was available at the time the customer purchased their vehicle was "free car washes for life and free detail for 5 years". The customer was able to get an extra 7 years of free details as our employees continued to accommodate him. I did offer some assistance with the...
discounted details which was rejected by the customer.
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.
Regards,
[redacted]
This is [redacted], General Manager of Fernandez Honda. I understand the complaint you have regarding your 2015 CR-V. I would be happy to speak to you about this directly. Unfortunately, we are dependent on Honda corporate to find the solution to the your complaint. Honda...
stated that they are aware of the complaint and are working on a fix. I will continue to follow up with our Honda representative. If you would like to speak to me directly about this please contact me by email at [redacted].com or on my cell at ###-###-####. Thank you.
I understand that the customer has rejected our offer. I do know what we offered as a company in the past and it did not include details for life. The offer was car washes for life and details for 5 years. I believe this comes down to a communication issue between the customer and an employee that no longer works here. I apologize for the frustration that this has caused the customer.
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. It took 2+ months and the need to file a complaint with the Revdex.com before getting the refund that any honest dealership would have done in a heartbeat.
Regards,
[redacted]
A decision on a warranty claim like this is not made by our dealership level personnel. Our Fernandez Honda staff including the Service Advisor and our Service Management team have been in communication with the customer throughout this process. I believe the customer is requesting to meet with...
personnel from outside of our dealership staff. The transmission has been "torn down" (with Mr. [redacted] approval) and the findings have been relayed to the appropriate personnel. The result of the warranty review by Honda is that the items in need of repair did not fail due to a defect and therefore are not covered under warranty. If the customer still desires, we can coordinate a meeting with a representative from American Honda to explain their decision.
Complaint: [redacted]
I am rejecting this response because:It's not what they promised me, and Fernandez Honda knows it. They promised me car details for the lifetime of the car as long as I still own it.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
...⇄ It is very sad that we are going through this matter like little kids anyway I am being treated like a fungus and nobody gives a dam at Fernandez Honda plus I have to say there is no leadership at all. I am not going to quit until I get what is coming to me. Also, stop shift blaming like everyone in this world. So, let go to the next stage Fernandez Honda.
Regards,
[redacted]
Mr. [redacted], I apologize that we were not able to get this resolved for you sooner. I looked into my junk mail folder in our customer relationship management software and found your emails. I should check this more often and will do so in the future. I am not sure what happened on the...
voicemails but I do try to return all messages within 24 hours. I apologize that I did not get back to you. In the end, we will get this resolved for you. I have someone in our accounting office looking into when we received the cancellation from IAS. I will make sure you get a refund for the full $499 that you paid and not the prorated amount less the $25 fee. We will mail the check for $499 out tomorrow so you should receive it by Monday. Please call me on my cell if you have any further questions. [redacted]
The program that was available at the time the customer purchased their vehicle was "free car washes for life and free detail for 5 years". The customer was able to get an extra 7 years of free details as our employees continued to accommodate him. I did offer some assistance with the...
discounted details which was rejected by the customer.
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.
Regards,
[redacted]