ComplaintsforPinebelt Honda

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/8/23, my car broke down and had to be left in a parking lot. My husband contacted the dealership due to the fact that we purchased a warranty on the car. We were informed by *************** that it would be towed, and our warranty covered everything but regular maintenance. On 12/11/23, they towed my car to a different location without our knowledge. They towed it to Pine Belt Honda. On 12/15.23, my husband, ***************************, went to pick up the car because we were told that the car was ready. He went to ***************, and then he was told that the car was not there, but was at the other location. He spoke with *****, that worked as an advisor for Pine Belt Honda. ***** then told my husband that the cost would be around $150 or $160 because our warranty covered the majority of everything and we only needed to pay for the maintenance. ***** stated he would have our car delivered to our home, (2018 Honda Pilot) on Monday, 12/18/23. By the time 4pm came on the 18th, we still had not heard from anyone, so I contacted Pine Belt Honda to ask about the status of the vehicle. The guy I spoke to informed me that he did not know what I was talking about and knew nothing about the quote from *****. We received a call from ***** the following day (12/19/23) and ***** then told my husband that he was thinking of another car and that we would have to pay $509 before we could get the car back. Therefore, we paid triple what we were told we would have to pay in order for my car to be taken care of. On the invoice, it even states that the previous estimate was $170. I understand estimates change, but not triple. And especially since we were told that would be covered by the warranty.

  Business response

  01/09/2024

  Spoke with ******* on 12/26/23, the vehicle was towed by our sister store ***************. Due to lack of communication, *************** never informed ******* that her vehicle was towed to Pine Belt Honda for work. One of our service advisors at Honda use to work at Chevrolet, so when they spoke to him, they thought he was at Chevrolet. When ***** quoted the customer the price, he was at the Chevrolet store for personal business and didn't have the exact number. The vehicle need regular maintenance performed. Pine Belt Honda performed the maintenance required on the vehicle. After looking at her estimate, she was charged twice for towing. I reimbursed the customer $161 for the duplicate tow. The car has since been brought back to Honda for transmission issue. Customer seems to be satisfied with refund and returned.  

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