ComplaintsforRick Roush Honda
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Complaint Details
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Initial Complaint
04/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 4/6/2022 my cars tire and rim was damaged by road debri after a semi struck the object and it hurled it under my car. I took it to Rick Roush Honda for repair. They called me and said the safety restraint system sensor waa damaged and needed replaced. I told them any new repairs needed to be approved by State Farm. I gave the State Farm the advisor's phone number and they said they'd call ***** ***** at Rick Roush Honda. ***** called me shortly afterward and said good news, it was all approved and asked if they could go ahead with the repair. I said yes. Upon picking up my car I was told I had to pay the whole bill, $2,992.92 and that upon submitting photos of the invoice that State Farm would pay me minus my 100 dollar deductible. State Farm only paid $2,142.80 and said the work was NEVER approved that the service advisor NEVER sent the needed documentation to get it authorized. Now I'm out $700.50 thanks to his liesCustomer response
05/02/2022
(BBB transcription of email from consumer)
Although I'm not thrilled, as I am still out of 200 dollars, Rick Roush worked with State Farm to help me get $476.04 out of the $700.05 I paid out of pocket. So this is resolved as far as I'm concerned.Thank you, I believe you guys helped get the ball rolling.Initial Complaint
08/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a brand new Honda CRV in May 2017 from Rick Roush Honda in ******, **. Rust is forming on the front of the vehicle. Took it into the shop to look at several months ago. Roush has not responded or addressed the issue and will not honor the five year rust warranty. Its frustrating to get blown off and not get a reply after several calls and messages left to the dealer. We would like for them to honor their warrantee.Business response
08/12/2021
I am sorry that ************** is frustrated with the current situation regarding rust on his vehicle. I was not aware that he had made an attempt to contact us about the rust situation. When the estimate was made it was under *********************. We had no record of ********************* in out system. When ************** called us we then found out that the car was under his wife's maiden name ********. This created the delay in responding to his situation. The rust warranty is from the manufacturer American Honda. This is not a warranty that Rick ***** Honda is responsible for, however we can assist in helping ************** submit a claim to Honda. ***************** ( our service manager) spoke with ************** on the phone on Monday August 9th. *** directed ************** to a nearby body shop for an estimate. Once ************** has the estimate we will assist him in submitting the claim to American Honda. Please let me know if we can be of any further assistance. **** *****
[[BBB TRANSCRIPTION VIA VOICEMAIL FROM **** ***** 12/16/2021 AT 1:30 PM]]
In addition to original response, the business stated they were able to get the factory involved. They approved the rust to be removed. Before they could even paint they were able to trade him out of the vehicle. Took it in as a trade and wholesaled it and got the consumer into a new vehicle.
The business believes they were happy with the situation and he believes it is resolved.
Business response
12/16/2021
[[ORIGINAL RESPONSE FROM THE BUSINESS ON 8/12/2021]]
I am sorry that ************** is frustrated with the current situation regarding rust on his vehicle. I was not aware that he had made an attempt to contact us about the rust situation. When the estimate was made it was under *********************. We had no record of ********************* in out system. When ************** called us we then found out that the car was under his wife's maiden name ********. This created the delay in responding to his situation. The rust warranty is from the manufacturer American Honda. This is not a warranty that Rick Roush Honda is responsible for, however we can assist in helping ************** submit a claim to Honda. ***************** ( our service manager) spoke with ************** on the phone on Monday August 9th. *** directed ************** to a nearby body shop for an estimate. Once ************** has the estimate we will assist him in submitting the claim to American Honda. Please let me know if we can be of any further assistance. **** *****
[[BBB TRANSCRIPTION VIA VOICEMAIL FROM **** ROUSH 12/16/2021 AT 1:30 PM]]
In addition to original response, the business stated they were able to get the factory involved. They approved the rust to be removed. Before they could even paint they were able to trade him out of the vehicle. Took it in as a trade and wholesaled it and got the consumer into a new vehicle.
The business believes they were happy with the situation and he believes it is resolved.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.