ComplaintsforWaterloo Honda

• Initial Complaint

  12/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The main reason for seeking ***** Honda service is that I found the airbag service light "ON". ***** told me he can find the problem. He promised that the problem has been fixed and airbag has no problem when I pick up the car. But after I came back home, same problem showed up again. ***** asked me to drive my car back to do re-testing and quote me the price to fix it after I complained. I don't want put my car back to him and let him asks more money to fix it. He should have tested it to make sure the airbag problem has been fixed before I pick up the car. So I ask him to refund the money that I paid for fixing airbag related cost. My tires didn't has to be changed though I agree to change to new tires after ***** required. All dealer install new tires for the customer. But he installed old 2021 tires, one year older than the brand new 2022 tires. I am not supposed to replace my old tires with another old tires, though it is not been used. Because material is getting degraded with time of storage after manufactured. ***** Honda/***** should know this very well. *************************************************************************************************************************************************** I would appreciate it if they could refund the money $399.74 for airbag fixing and install real new 2022 tires or compensate with a discount.

  Business response

  23/05/2022

  Business Response /* (1000, 5, 2022/04/12) */ Contact Name and Title: Perry K. - GM Contact Phone: 519-746-4120 x**** Contact Email: ********@*************.com To whom it may concern. It seems as though there are two issues here... the tires and the airbag light... First and foremost, any tires available currently available for purchase were all manufactured in 2021. It is currently April, 2022... 2022 manufacturing is happening right now... so they wouldn't be available for sale anywhere in Canada. Especially ******** tires which are manufactured in the Czech Republic... and I don't believe that manufacturing tires is the most important thing going on in Eastern Europe at the moment (i.e. war). Second, the customer was fully informed that there is a process required by Honda Canada to repair an Air Bag Light. First step (and the cheapest) is to replace the reel (which we did)... the second step (if required) is to replace the $1,200 air bag. This was not only fully explained to the customer, but it's also in writing on the work order. So no, we will not be providing a discount or a refund as we did nothing wrong and exactly what the customer asked and everything was fully documented and explained. Lastly, the Owner and General Manager (whom is currently typing this entire reply out) is more than open to having a discussion with the customer directly. However, if the customer wishes to conduct himself as he did today (****************************************), then it's probably best for him to take his business elsewhere as that type of behavior isn't tolerated towards our staff. If however he's willing to have a cordial and respectful conversation, we may be able to help on the air bag repair. Sincerely, Perry K., GM / Dealer Principal Waterloo Honda 519-746-4120 x**** Consumer Response /* (3000, 7, 2022/04/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tire issue: I don't take that the New Year 2022 tire is not available until April 2022. Also, ********'s manufacturing plants are located all around the United States, Not in Eastern Europe, and at the singular manufacturing facility located in Woodburn, Indiana. As a dealer, they must know that tire material degraded with the time being. ********************************************************************* Air Bag Light: "First step (and the cheapest) is to replace the reel (which we did)... the second step (if required) is to replace the $1,200 air bag." I didn't know this until I saw this message. I won't have allowed them to do that repair if I was fully informed of it. The problem may not be fixed even they replace the air bag. I just want the honest repairing instead of the gambling. I was told that the problem can be guaranty fixed after the reel replaced. I was mentioned once again that the light problem has be fixed for sure when I was giving back my car key. They refused to return me the part that they replaced. It is unacceptable that they did wrong diagnosis and did the unnecessary change (I am pretty sure that the old part it is working). As a customer, I shouldn't be forced to pay for their mistakes. "****************************************" is not true. Please ask them to be nice to listen to customers and don't be **** when I telling my feeling *******************. I hope they can tell you the truth and don't make up stories. Consumer Response /* (3000, 11, 2022/04/29) */ On April 25th, 2022, I found another problem related to their service. The system showed "10% engine oil life left." Oil susposed to have been changed on the same day as a part of the service I paid for. I m wondering if they actually changed oil to my car. Business Response /* (4000, 16, 2022/05/17) */ As I stated in my initial response, if the customer would like a resolution, he'll need to contact me directly. Perry K. / Dealer Principal Waterloo Honda 519-746-4120 x**** Consumer Response /* (2000, 18, 2022/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have all the issue fixed by the other mechanic. I will keep all evidence and bill to claim through my lawyer and post to the public if the service fee related to the airbag light is not refunded. Thank you BBB for your hard working to try to solve the complaining. I have contacted them and they have clearly told me not to refund any fee before I created the this case. Thank you!

• Initial Complaint

  06/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a dispute with a transmission repair that we paid for a diagnostic and was incorrectly diagnosed. The repair should have been replacement of shifter cables for $445 and instead turned out to be a completely replaced transmission for $2300. The shifter cables had to be replaced after the transmission was replaced which ultimately fixed the problem. My father-in-law, who is a retired mechanic with 50 years of experience. even asked them to check the shifter cables first to which they replied "the shifter cables are fine" when they weren't. We've tried to settle this with the service department, however the service manager quit and the dealer manager won't return our calls.

  Business response

  03/06/2022

  Business Response /* (1000, 5, 2021/10/07) */ The vehicle in question was diagnosed and reconfirmed by not only 4 different technicians with over 20 years of experience each, but was also confirmed by Honda Canada's Technical Support Field Engineers. Honda's Canada's diagnosis protocols were followed precisely. The 5 speed manual transmission that this vehicle is equipped with has been produced by Honda Canada since 2006. And from 2006 to date, Waterloo Honda has never replaced shifter cables... period. That was also confirmed by Honda Canada's Field Engineers. Also, one of the parties involved with the owner of the vehicle (which I believe was said Father-In-Law with 50 years experience) also reached out to another Honda dealer within the region and they also reconfirmed Waterloo Honda's diagnosis of replacing the transmission. Additionally, during the entire diagnosis and repair procedure, all steps and repairs were explained to and authorized by the customer prior to completion. We would not just assume and go ahead with a repair without authorization by the customer. Furthermore, during the entire process, $1,873.84 worth of parts and labour were covered internally by Waterloo Honda and were at no additional cost to the customer. The second gear syncro (retail price of $458.51), the actual cable ($250.75), and 7.3 hours of labour ($949). Lastly, if the customer would like to reach out directly to the Owner/General Manager of the dealership to discuss the entire situation, he's more than willing to have a conversation. His name is Perry Kantzas and his contact information is below. Waterloo Honda has been in business for 45+ years and didn't build its business or reputation by misdiagnosing vehicles and/or charging customers for unneeded repairs. Sincerely, Perry K., General Manager / Dealer Principal 519-746-4120 x. *************@*************.com

*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. ↩