ComplaintsforThurston Honda

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took car in for oil change. When ***** took me to pay the mecanic told him that he tighten the radiator hose because it was lose. When I got home the car was smoking and the radiator hose was broken. I called Thurston and ***** told me they would call me they never did. So I called again and talk to ***** told me to bring the car in and of they broke somthing would fix it. I had the car towed back to Thurston Honda and they looked it over and said they didn't break anything. I reminded that the macanic told ***** about the radiator hose being lose and he fixed it. I left the car there they where suppose to look at it and get back to me. They never called, I went back on the Wednesday I asked for a supervisor he told me they didn't say or do anything wrong when that wasn't the case when I pickedup my car. I had my card towed to another shop on Thursday. On my paperwork there is few things they didn't go over with me.

  Business response

  05/23/2023

  As requested, from our perspective the facts of the situation are:

  Customer requested interval maintenance on vehicle and was presented with an estimate of $59.95.  Customer signed and agreed to $59.95 and maintenance was performed.  See attached RO for details.  After performing the included multi-point inspection to vehicle, it was recommended to customer to replace engine and cabin filters along with recommending authorization to diagnose multiple oil leaks. On multi-point inspection that was provided to customer it was notated that the upper radiator hose was leaking, there was an oil leak on top of engine exhaust manifold, oil leak under engine, and oil leak under ******, which prompted the request for authorization to diagnose the multiple leaks.  During inspection, technician found tension clamp at upper radiator hose to be out of position by approximately 3-4 inches and not properly placed, and determined this to possibly be the cause of leaking upper radiator hose. Technician slid the tension clamp into it's proper location in an attempt to stop the leak and proceeded to ask for permission to diagnose further. No other repairs, diagnosis, or work was performed.  The technician did not remove the hose, inspect the radiator, or diagnose further. 

  After reviewing these facts and actions it was determined that no actions of the technician could have broke the radiator hose or anything in that area.

  After reviewing customers complaint it appears that the biggest issue is poor communication, response time and comprehensive explanation with our customer.  In light of these issues on our behalf, and with the hopes that our loyal, repeat, customer will give us another chance in the future we will agree to the requested settlement, and completely refund the total payment $59.95 the customer paid.

  Customer response

  05/26/2023

   
  Complaint: 20063122
  
  I am rejecting this response because:

  The business response it's not satisfactory because every time we talk about what happened they said something different, now they change  their first version and part of what they wrote on my paper work copy.

  They said during inspection the technician who is a young kid so I'm not sure if he is a real technician yet found tension clamp at upper radiator hose to be out 3-4 inches when it was not because it never licks before and coolant level never got low. After he did oil change he gave the paper work to **** and he said to ***** the adviser to the secretary and the other young mechanic when we  were in the office that he tied the clamp that dot not matter how tie he goes it was not going to stop the lick, he knew he touch the hose clamp thats why he was nervous walking around the office.
  
  

  They said the young mechanic slid the clamp to stop the lick no other repair work was performance and guy did not remove hose or twisting it, and putting it back it's not touching the hose?  for me Thats it's trying to fix the lick!

  Second time I talk to **** and the young kid said he not tie it he just Trist it hafts turn why he did not mention it was 3-4 inches out on my paper work copy. If that its the true or why if they are professional responsible people, no one showed it to me if it was out of place.

   

  They said Poor communication might be one of the issue but  they are the one who called themselves professional  people  why they do not take  the time to talk to any customer as they mentioned in their response as they  mention it on their response  where they admit  they do not take their job serials because they said they do not have a real communication with customers.

  Why when the first time I talked to **** the adviser about the broken radiator connector, he told me to drive the car back. I told him not driving it. A responsible person should advise not to drive the car like the. Then he said if they touch the hose, they could have the supervisor look at it and can fix it what they broke.

  I ask him twice if he was sure because I did not want pay to have it tow for nothing, he told me again bring it we can do something. They made me pay to bring it back and now they said the young ******** did not touch when in their response they admit he did. They said they are responsible and professional people when they can even keep track of the good contact info, I provide them twice so they can call me with an answer they never did because they lose my contact information until I when see what was going on.

  Why when I talk to the supervisor who at first did not see to know what was going on and he said that the ******** did not even touch the hose and now in the response he said the young ******** he put it back in place.

   There will be no other change for them as they said because if they do not reinvoice me for what I paid for new radiator replacement job and what they made me pay to town the car to the dealer and back to other ******** shop I will take legal action. They will Losse me, my family members as customers for not admitting what happened and say something then something else.

  Sincerely

  *********

   

   

  
  
  Sincerely,
  
  *********************************

  Business response

  05/30/2023

  Hello to whom it may concern, In regards to BBB complaint ********, If the customer agrees to settlement, will we be notified by mail or email? Once they agree we will send refund check. We just need to verify physical address to send check to. Our records show a different address (*******************************************) then what is on the BBB Letter. (**********************************************). Please let ** know. Thanks, ******

  Customer response

  06/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

*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. ↩