Ken Harvey's Dublin Honda

Initial Business Response / [redacted] (1000, 5, 2015/07/28) */ [redacted] has offered numerous times to have the customer come in sit down and talk to himThe one time that she did come in [redacted] indicated that she did not want to hear what he had to say and she left his officeHe has emailed her several times before to have her come in

Spoke to the service advisor and she said that the tech contacted tech line referenced number [redacted] Honda engineering determined possible faulty toque angle sensor in power steering rackWe replaced the pump customer declined the power steering rackTech took car out for test drive and felt very slight stiffness in the steering wheel

Complaint: [redacted] I am rejecting this response because:I gave my van to fix the steering stickiness issue and they charged $to fix this problem (for diagnosing and replacing the power pump) The issue was not fixed and they returned the van to me After a couple of days (on Saturday), I drove the van on the freeway and I had the same issue I called the Dublin Honda but my advisor was on leave hence they asked me to come back on Tuesday I went on Tuesday and technician drove the car and he did identify the steering issue exists.They diagnosed on my second visit and asked me to replace to steering rack which is going to cost $They initially charged $to fix the problem which they did not Now, they are asking another $to fix the same problem, what is the guarantee that they will fix the problem Had they told me on the initial diagnosis, I should have taken the van to another dealership or service center On the first visit, if they had test driven the van after the service is done, then they could have identified the problem and they could have told me at that time; I should have asked them to put the old parts (power pump) and I would have taken to a different service center They are trying to rip off the customer without fixing the problem right.After my second visit, the customer survey people called me and I told them that I was not satisfied and I gave the exact reason After my feedback, I was asking them what was the next action, he told me that someone from management team will contact me I was waiting for more than a week but no one contacted me Finally, I decided to write my review at Revdex.com.Sincerely,Sridharan ***

Complaint: ***I am rejecting this response because:I gave my van to fix the steering stickiness issue and they charged $to fix this problem (for diagnosing and replacing the power pump). The issue was not fixed and they returned the van to me. After a couple of days (on Saturday), I drove the van on the freeway and I had the same issue. I called the Dublin Honda but my advisor was on leave hence they asked me to come back on Tuesday. I went on Tuesday and technician drove the car and he did identify the steering issue exists.They diagnosed on my second visit and asked me to replace to steering rack which is going to cost $They initially charged $to fix the problem which they did not. Now, they are asking another $to fix the same problem, what is the guarantee that they will fix the problem. Had they told me on the initial diagnosis, I should have taken the van to another dealership or service center. On the first visit, if they had test driven the van after the service is done, then they could have identified the problem and they could have told me at that time; I should have asked them to put the old parts (power pump) and I would have taken to a different service center. They are trying to rip off the customer without fixing the problem right.After my second visit, the customer survey people called me and I told them that I was not satisfied and I gave the exact reason. After my feedback, I was asking them what was the next action, he told me that someone from management team will contact me. I was waiting for more than a week but no one contacted me. Finally, I decided to write my review at Revdex.com.Sincerely,Sridharan ***

Initial Business Response /* (1000, 5, 2015/07/28) */
*** *** has offered numerous times to have the customer come in sit down and talk to himThe one time that she did come in *** indicated that she did not want to hear what he had to say and she left his officeHe has emailed her several
times before to have her come in

Spoke to the service advisor and she said that the tech contacted tech line referenced number***Honda engineering determined possible faulty toque angle sensor in power steering rackWe replaced the pump customer declined the power steering rackTech took car out for test drive and felt very slight stiffness in the steering wheel

Spoke to the service and she said that she had technicians test drive the carWe went a head and replaced the power steering pumpAfter replacing the that we were still advising the customer that we needed to replace the power steering Rack which was DECLINED by the customerWe confirmed that
it needed the power steering Rack after calling Honda Tech Line and they agreed that was the problemThe customer declined the additional work