Complaints

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife contacted the service department to setup an appointment to have her driver side door lock replaced due to it being faulty. The driver door lock will not unlock/lock every time the button is pressed on the key fob. This is the second door lock on this vehicle to have this issue. The first was the rear passenger door. When she called to schedule the appointment it was scheduled for 9am on 6/24. She arrived at 8:35am and was greeted by a very unpleasant and non-customer friendly advisor *****. ***** told her that her appointment was at 8am and it is 8:34a, what could I help you with. My wife explained the situation with the door lock and ***** proceeded to be a smart mouth in his responses treating her as if she was stupid saying things like you are trying to tell me the door lock doesn't work and you have to crawl in from the passenger side, why don't you just use a key. ***** then tried to charge her and she stated the work should be under warranty, he then said he knew nothing about a warranty and asked if she had the warranty paperwork. She went to get the warranty paperwork from the vehicle and was approached by another gentleman saying ***** found the warranty paper work and didn't need it so when she went back in ***** once again in a disrespectful tone said he thought he had it but can't find it now so she gave him the paperwork. She waited approx 1.5hr after an hour drive to the dealership to be told that they don't see anything wrong with the lock and refused to do anything about it. The service manager was asked to get involved and basically covered for ***** and also stated that if they tried to fix it Honda probably wouldn't pay the $155 bill so basically the service manager/department wouldn't fix a $155 issue for a repeat customer who drove to the dealership to get their vehicle repaired. Very poor customer service at this dealership with the service department. We will not purchase nor recommend this dealership to anyone in the future.

  Customer response

  06/26/2024

  Resolution would be to repair the faulty lock under warranty

  

  Business response

  06/26/2024

  This guy (the husband) was not even at the store.  The wife came in for a door lock issue.  ***** wasn’t rude.  I heard majority of the conversation. The lady didn’t like that we quoted her a diagnostic charge if her extended warranty didn’t cover the repair.  We could not duplicate the issue and didn’t charge her anything.  She was not happy that we would replace parts without being able to diagnose the issue since it wasn’t happening for us.  She got her husband on speaker phone with me and her.  I explained that warranty will not cover a repair if we can’t duplicate the concern.  The husband told me that’s not how warranty works.  I suggested he could get another opinion but any dealership or repair facility will not perform a repair without being able to diagnose the issue.  He said they will never buy another car from us again or another warranty.  They didn’t buy the car here.  They bought it from ******** ***** in Rome and bought their aftermarket warranty.  We have only seen this car a couple of times before for warranty/recall work.  She ended the visit by telling me this is ******** and walking away.  If they’re going to accuse anyone of being rude, we weren’t the ones using foul language and getting confrontational.  I explained to the husband that all of the Honda dealerships are not owned/operated by Honda and every store sells their own aftermarket warranty.  Overall, ***** was not out of line.  She didn’t like what he was telling her and was assuming all Honda stores are the same and have the same warranties and since she had that warranty that everything would be covered no matter if it could be replicated or not.  ***** was just covering the bases so there would be no confusion later like we do with every customer. 

  Customer response

  06/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: As the service manager stated, I wasn't at the store but when my wife calls me so upset by the way she was being treated by ***** with his snide remarks making my wife out to be a lesser person, I am going to get involved. This particular Honda Pilot was not bought at Honda of Cleveland but we wanted to use them because of our past experiences with them. We have bought 3 other vehicles from them but as stated there will be no more and we will be sure to let everyone we know or that asks what we think about Honda of Cleveland our most recent experience with their very non customer friendly service advisor ***** and service manager that is covering for his employee rather than taking care of a customer. I never told the service manager that is not how warranties work, I said that other dealerships would do what they could do to help their customer he was just worried too much about getting his $155 paid by Honda rather than taking care of a customer. We wouldn't have driven an hour just for the fun of it to sit and wait over an 1.5hr to be told, nothing is wrong with your vehicle. My wife did end the conversation as stated but not confrontational as stated by the service manager. I think our experience might have been different with a different service advisor whom we have had in the past but ***** started the visit off very disrespectful and it just continued that way.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Air bag light continues to stay on even after having the recall of the wiring harness replaced. Went to the dealership and had the air bag inflater recall fixed and the light came on and continued to stay on. On 5/24/2024 I serviced my vehicle at Honda of Cleveland for a seat belt problem and they stated I had an air bag code stating that my driver side airbag sensor is bad but because they fixed the recall and I was told the air bag itself is faulty but not covered under recall. I don't believe the recall issue was fixed correctly and continues to be a hazard to myself.

  

  Business response

  05/24/2024

  The customer came in this morning for us to replace a seatbelt buckle previously diagnosed.  The seat belt buckle is covered by lifetime warranty through Honda.  The vehicle also had a code 11-40 for a driver airbag fault.  We let the customer know this would cause the SRS light to continue to stay on.  He left and came back and spoke with me while he had Honda on the phone.  Honda confirmed with me that all recalls for the vehicle had previously been performed and there were no recalls outstanding.  Honda let the customer know this repair would be customer pay.  The customer then asked Honda who he should call next.  They had no further information to give him.  He responded saying he would contact the National Transportation Safety Board and the government to see what he could get done.  He mentioned he worked in that field so he could get stuff done and he knows how it works.  He then left the store.  He is convinced the code is something that should be part of a recall.  It is not according to the recall bulletins that have been release on this VIN and already repaired.  Honda has declined to cover the repair.

  Customer response

  05/28/2024

   
  Complaint: ********
  
  I am rejecting this response because:  Upon speaking to the employee at the desk he advised they only replaced the wiring not the sensor when it came in for the recall.  It was not until only later that the service manager said they did replace this part.  I advised him no part was replaced and all they did was tape the wires together under the seat.  It was not until the did this that the light came on the first time.  I do not believe that any parts were replaced during the recall and just need it documented for future reference. 
  
  Sincerely,
  **** ******

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