ComplaintsforInver Grove Honda

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my Honda CRV in for an oil change. After 1 1/2 hours, I looked out and saw my car. It looked like it was done, I went to the service desk to pay. They said I had to wait. The service advisor finally came out to talk to me, he said they brought my car in for a car wash, they broke the radio antenna off the top of my car. I now have a hole in the top of my car from the antenna breaking. I was not told how this could have happened. I have had my car washed many times. They had to order parts to fix it. The parts would not come until the next day. They did give a rental car for me to use.I picked up my car the next day. My radio does not sound very good anymore. I hear a rattle noise when driving from the back of my car. I had a coupon for the oil change. When I got home, I found out they never used the coupon I gave to the service advisor.I will never go to Inver Grove Honda Service again.

  Customer response

  07/24/2023

  Yes, I did pay out of pocket for the oil change. I don't think they used the coupon I gave them. They never went over the paperwork with me. I brought the rental car back and went in to pay for the oil change. They never apologized to me for breaking the antenna on my car and never explained how they did that. Other times when I've brought my car in, they go over the paperwork with me. They wanted me to pay and leave.

  

  Business response

  07/28/2023

  ***** brought her vehicle in for an oil change to be performed on her 2011 Honda CR-V. With each visit to our service department, we offer a complimentary carwash. Regretfully, the antenna mast s**** broke off with the base still on the roof. Our service advisor was transparent and let ***** know that damage had occurred to her vehicle while in our care. Both our service advisor and service manager spoke with ***** apologizing profusely and assuring her that we would repair the vehicle back to factory standards. We provided a free rental vehicle for the night because we had order parts for the **************** the repairs were done our service advisor completed the paperwork, deducting $33.00 from the $67.95 price to match the $34.95 coupon that had been presented at drop off. As a further gesture of apology, we have mailed a check to refund the $42.06 paid by *****.
  

  Prior to this complaint we were unaware of the rattle or poor radio reception. We have reached out to ***** so that we can address this. We are waiting on a return call after leaving a message on her voicemail.

  Customer response

  07/28/2023

   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.

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was brought in for service. They didnt resolve the issue. Misdiagnosed my car. They say I tampered with the car when all the files are with them on when I brought the car in for maintenance. They held my car for 3 months. No call. No communication about my car. Called me to force me to give them back my rental they loaned out. Lied to me about them helping me out with the issue. They over heated my engine and seized it. Saying its my fault Now they want to charge me ****** to fix it. When I bought every Warrenty possible on the car. Service manager very disrespectful and not helpful at all. ******* is her name.

  

  Business response

  07/28/2023

  Mr. ********* had his accord towed to ** on March 10,2023 because the check engine light came on and was flashing and vehicle was having drivability issues including overheating issues. We worked with customer through a diagnosis and their extended warranty. During the time his vehicle was here for service, we provided ********************* with a free rental to drive.
  
  Our diagnosis found dark colored oil that was thick, head gasket leaking and overheating. We updated ********************** on 3-11-23 and we called his extended warranty  on 3-13-23 and started a claim to get repairs needed authorized.
  
  Per the extended warranty contract, they requested tear down of the engine to determine point of failure. We found sludge in the engine,head gasket had leaked and the engine block was warped due to overheating. An inspector was assigned to look at vehicle and did the week of 3-22-23. Based on the inspectors findings, the extended warranty company denied repairs.
  
  We reviewed the results with ********************** 3-29-23 and discussed options including a used engine replacement or looking at trading vehicle in. Multiple managers tried to get the repairs covered by Honda and were denied.
  
  We gave the customer a generous amount of time to review his options.
  
  The customer returned our rental car 6-21-23 and decided to have his vehicle towed out of our dealership. I advised the customer we absorbed the tear down time and didnt charge him for it. We also advised the customer that the engine was still torn down and he decided to take the vehicle in that condition as he decided he was going to do repairs himself. 
  ********************** purchased his vehicle from us certified and there was an issue on his vehicle that he purchased an extended warranty with. We will reach out again to see if we can assist him in getting vehicle repaired or traded in for something else. We would like to try and assist the customer.

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