ComplaintsforSuperior Honda

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  0n the morning of November 17, my son dropped off my car, something was draining my battery. The test showed the doors were the problem, they needed to disconnect the door motor and I would be able to operate my doors manually. I called to pick up my car, **** asked if they could keep the car overnight since they had parts to the door off and hadn't finish the job.On November 18 at 9:50 am I go to superior to wait on my car **** said it would be three hours before the car is ready, I:11 I got the car I notice the back end of my door was open push it close but when I started the car tried to look my doors it wouldn't lock, when I got to work I call **** left him a message about my door. November 19 I had my son drop off the car, spoke to **** later that day and to his supervisor and theyre saiding that my door was like this when I brought it in and neither one of my doors was working and that the lack is worn out. I had no problem with opening my doors, the problem was with my car having to be jump-started. The tech that works on my car messed up my door and they're covering up for him, my doors worked by the switch they disconnected. my driver passenger door I didn't use because it would stop on the track reopen, so I keep it close and used the passenger side back door. **** said if they disconnect the motor and switch I could open my doors manually. My door was working before they disconnected my switch and motor. My driver passenger door was not open at the door end. I still have some problems with the car not starting.

  Business response

  12/03/2021

  The Customer has a 2008 Honda Odyssey with 187,000 miles.  The vehicle was, originally, towed into Superior Honda on December 17th of 2020 (11 months ago)  with 178,000 miles on it.  The Honda Master Technician replaced the engine wire harness, along with the timing belt and a few other items that needed to be replaced.  After replacing those items the repairs were paid for and driven out of  Superior Honda.  At that time the vehicle was repaired to the customer’s satisfaction. On November 17, 2021,  the Customer returned. Her concern was that the battery kept dying.  Our Service Manager discussed the problem with her. She thought that we didn’t replace the wire harness and that the work we did was causing the battery to lose charge.  He showed her that the harness was replaced.  If the wire harness had not been replaced the vehicle would not be drivable. At that time, we performed a goodwill (free) diagnosis to figure out the reason the battery was losing power.  The Honda Master Technician found that the sliding door latch on one side of the vehicle was damaged as a result of previous work done at another facility. The Technician also found that the power sliding door control module was draining the battery, which would cause the vehicle not to start. Superior Honda recommended replacing the door latch and control motors. The customer declined these repairs.   Superior Honda offered to disconnect the control motors that power the rear doors so that the battery didn’t drain.  The customer approved this repair.  This issue with the sliding doors and battery draining had no connection to the previous work that was done 11 months earlier.  The customer was not charged for this $556.00 repair. Our Service Manager attempted to contact the customer about the doors  and was not able to have a reasonable conversation with her. He offered to check the doors and see what could be done about connecting the control motors.  Ms. ***** would not listen or entertain any offer from Superior Honda and hung up the phone. 
  
  We stand behind the work that was completed 11 months earlier on the Odyssey.  We also stand behind the goodwill diagnosis for the customer that was completed in November of 2021. Her current problem is unrelated to the original work by us and we are not willing to fix the current problem free of charge.

  Business response

  12/20/2021

  We have had multiple interactions with Ms. ***** and her son over this matter including services at no charge to her. Both individuals are completely off base concerning the door matter and their belief that our actions caused the problem. Their expectations are unreasonable in our opinion and we are not willing to offer any further assistance given our opinion that the door problem is unrelated to any actions on our part. We suggest the customer take any future repairs or maintenance concerns somewhere else. We are done. 

  Customer response

  01/25/2022

  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ********* ***** *** ******** **cuments.
  
  Consumer provided clarification on 1-25-22 that the third document (handwritten statement at the bottom) is part of the Esterkamp invoice.
  
  
  Date Sent: 12/22/2021 1:16:05 PM
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16181733, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ********* *****
  **** ***** ******** ******** **
  Im not excepting this , they have not repair my driver passenger door, its still not closing the light on the dashboard is still airing message that my door is open, when I brought my car to S. Honda I didn't have this problem. I want my door fixed. 
  
  Supporting Documents
  External
  Inbox
  
  ********* ***** *********** *** *** ***** **** ** ** **** **** ** **
  
  ***** , if you look at the pictures of the door you can see the marks on the door where it was pride opening, its stated on the bottom of the last page, also they said that instead of Superior putting on a new harness, they sliced the old which is what you see in the engine picture, that's the reason my son had the argument with **** is because they charged me $732.13 for a harness they didn't put on my car, if that's not fraud, I don't trust them, they charge me 7,108.03 dollars for what, what else did they not replace, and charge me for? they messed up my door and lied about this, I need a lawyer to help me find answers to theses question. HELP! THIS HAS GOT ME STRESS OUT.
  

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