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Complaint Details
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Initial Complaint
11/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This company has had my vehicle in for repair for the past 15 weeks. July 20th is when I took it in and I have been without a vehicle ever since. My engine needs to be replaced. It has been approved by the warranty to have this done and yet STILL has not been completed. When they started to "work" on it, they broke my motor mount and caused another week of delay. But they received the part to fix this over 3 weeks ago and have still not fixed it. Everytime I call and FINALLY get to speak to someone they just keep telling me I will be able to pick my vehicle up next week. I've been told this 3 times now. I cannot go another week without my vehicle.Business response
11/10/2021
Business Response /* (1000, 5, 2021/11/05) */ Dear Sir or Ma'am, Mr. ***** is correct. This vehicle has been in our possession since July 20th and the warranty company has approved the claim. However, the delay was largely in part to the backorder of the engine and subsequent items to replace the engine. Unfortunately, this is happening all too often and we are at the mercy of the suppliers and the shippers. We sincerely apologize for the inconvenience of this transaction and hope this will be resolved as quickly as possible. I was told by our service team that Mr. ***** has been updated twice weekly and that barring no additional issues, his vehicle should be ready this week. Again, we are truly sorry for the inconvenience this has caused. Respectfully, ***** ****** Gallatin Honda Consumer Response /* (2000, 7, 2021/11/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Their service team did not reach out to me twice weekly or provide me with updates often. In fact I would call countless times a week and would rarely be able to speak to the assigned service advisor. I would leave voicemails and never receive a call back. Two weeks ago I even attempted to reach out to their service director for answers and have still never received a callback from him. Communication could have avoided this complaint. Also,, I was told 4 weeks ago they had received all of the parts to start the repairs. So my vehicle was held an additional month after parts were received. I did receive word on 11/6 that the repairs are now finished and I can pick up my vehicle. I am thankful however I cannot fathom ever having to work with this dealership again.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.