Complaints

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A month or more prior to, I scheduled an appointment for a complimentary oil change, free inspection and emissions test at Faulkner Honda (new owners- used to be ******) for Monday 7/11/22 at 7:30 am. I dropped the car off Sunday night with 6900+ miles on it - I remarked to myself that my car did not even have 7000 miles on it. My gut told me to take a picture, but for some reason I did not. 7/11/22 9 am I called to confirm my car was acknowledged and they had my keys. They did and told me my car was next to be worked on. 2:30 same day I receive a phone call asking if I can leave my car overnight - they could not get to it, they were swamped. I said ok, my husband will stay home from work. Tuesday 7/12/22 I call at 7:30am I politely ask why my car was never taken when I had a 7:30 appointment. They told me they had been swamped and they promise they would get my car done that day. 20 minutes later I get a call my car is done. I paid for it over the phone (they did not charge me for the emissions because I had to wait an extra day) and I tell them to leave everything in the car, I will pick it up soon. I get there and my car has 7050 miles on it. The typed paperwork claimed I dropped it off with 7050 miles and when they were done it had 7051 miles. My 3 year old car had 60+ miles put on it at Faulkner Honda when it went in for an oil change and inspection. I called and spoke with a manager who claimed they have checks and balances. The 3 people who handled my car all agreed with each other and that he would have had 3 different people lying if that was the case.

  Business response

  08/30/2022

  The customers 2019 *** was dropped off in our overnight drop box. We do not know if the customer dropped off the night before or that morning. First thing around 7:15 am July 21st, 2022, my Valet went out to the car and installed a tag at that time my valet wrote the mileage on the tag which stated the miles to be 7049. That tag stays with repair order during the day. We still have the copy of the tag on the repair order.  The customer had 7:30 drop off appointment for the day, unfortunately we did not get the car in the shop until late in the day. We contacted the customer to let them know we would need the car overnight and have it done first thing in the morning. The technician started the car late on July 21st and ran PA Emissions at that time on the PA emissions slip states 7050 this was after a short test drive which is required by PA state Inspection.  
  The technician finished the car the next morning and parked the car with the ending mileage 7051.  
  We apologize for any misunderstanding or inconvenience to the customer. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩