ComplaintsforCMA's Honda of Lynchburg

• Initial Complaint

  09/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used Nissan and extended warranty from this dealer. I had the car in several times for annual inspection and needed maintenance for a relay switch issue. When the car started emitting white smoke from the exhaust, it was discovered the normal and expected maintenance had not been done by the service department including checking the oil and fluids, and the subject was never even broached when I had picked it up-I discovered the maintenance computer has never been reset, and the notifications were set to "OFF". Now there is some question as if the entire warranty may be invalidated by lack of maintenance. The service manager stated that the service department only performed the exact services requested when the vehicle is brought in annually, and that it must now be taken to a Nissan dealer; additionally, I am free to take my business elsewhere since I "obviously do not trust them."

  Customer response

  09/03/2021

  I believe the purchase date was January 2020, the paperwork is in the car, which now at the Nissan dealership.

  Business response

  09/03/2021

  The Vehicle needs proper Diagnostic testing  to confirm the repairs that may address the customers concerns . I am not aware of any condition that the Extended Warranty has not been Honored. At this time that is all that I can comment on.

  Customer response

  09/03/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The Service Manager disavowed any responsibility for the failure to reset the maintenance computer when last serviced at Honda, and claimed no responsibility for failing to notify owner of any needed maintenance to the vehicle which has resulted in this issue currently. Furthermore, he claimed he was unable to perform the computer reset because he should not be expected to know how to do this on any vehicle besides a Honda, however the process is quite simple, and this is a false claim in my opinion. If Honda is unable to offer any services for a Nissan vehicle covered under the extended warranty, they should not offer to sell the client said warranty. He claimed I did not request anything besides a state inspection, that is untrue.He claimed since I took my car to ******* **** for new tires, they are equally responsible for this situation. I disagree. I explained to him the ramifications of presenting a claim to the warranty provider of a vehicle needing a head gasket (potentially) at under 70,000 miles-this would be an unusual occurrence in my estimation and if the warranty company requested the maintenance records and declined to honor the warranty, the cost of the warranty would be completely invalidated, and the value of the vehicle degraded (the maintenance records are a permanent record on CarFAX). He told me to take my business elsewhere, he was done. The manager also refused to assist with obtaining said work at the Nissan dealership, and told me to take my business elsewhere since I obviously The maintenance records have been requested from Nissan and the claim to the warranty company is pending Regards, ***** *****

  Business response

  09/11/2021

  This complaint is very simple,  the customer needs to read the Extended Warranty Contract they signed when the vehicle was purchased and review the section on the owners responsibility . The customer needs to maintain the necessary maintenance and record this information (proof of service) . The customer has given us may excuses why the vehicle has been driven for over 26,800 miles without changing the Engine Oil & Filter. The Carfax is showing the vehicle has been to other Service facilities to have repairs performed . We feel the customer is responsible for the maintenance  on the vehicles they drive.

  Customer response

  09/13/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The situation is not simple, the vehicle was presented to the dealership on multiple occasions. The initial failure of the dealership to properly set the computer, or check the records while it was there for routine maintenance is the reason no error codes or maintenance notifications were ever present-and this is why it was missed by their staff. With a sophisticated computer like this, the expectation is that the vehicle will provide notice of impending maintenance needs -and it does if set correctly. I DID make the error in judgement that my dealership and warranty provider would be looking out for my welfare when I brought the vehicle there, I did not feel it necessary to recheck the programming on the computer for resets after their services, I guess that is my error; however, other customers of this dealership not only receive fluid and oil check and changes while there, they also receive postcards of upcoming maintenance.This car was ONLY taken to another dealer for tires-not engine maintenance. And on that note-**** *******, and employee of Craft and an associate of mine, pointed out an issue with the tire wear and condition of these tires that once again had been missed, and not noted by Billy Craft Honda. Again, there was an issue with a relay recall that was presented to Craft, they could not diagnose without the error light on-this light would go off when the car turned off, and came back on intermittently.  On a Saturday, while it was running, the light popped on, I happened to be next door to ****** ****, it was diagnosed there-and promptly taken to Honda. Their attempts to fix the issue failed, and I was referred to Nissan shop, where it was ultimately repaired successfully.Again, I feel this "service" is inexcusably poor, and rude to boot. If they cannot service a Nissan, they should not be allowed to offer a warranty on them. The warranty company is examining the vehicle either today or tomorrow.  Regards, ***** *****

  Business response

  09/15/2021

  As referenced before this was a Pre Owned Vehicle, Billy Craft Honda did not turn off the Maintenance reminder on this Vehicle . There is no reason for us not to remind customers of needed services that we provide regularly on many Vehicles.  The customer has stated the Vehicle did not reminder her with any dash signs and the  Billy Craft Honda reminders stickers "fall off" however the vehicle did return for us to change the oil after the first 5,000 miles of driving , what reminder was used to bring her back  the first time? After the first visit we did not see the vehicle for another 8,000 miles and after that another 11,000 miles . The customer needs to take responsibility of maintenance on her own . Most consumers are aware that 5,000 miles is an average interval to change the engine oil and filter.

  Customer response

  09/16/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The oil was changed prior to the purchase of the vehicle. At that time, the mileage and notification should have been set on the vehicle. At a minimum, when the vehicle was in their shop for inspections, and at least 2 times in 2021, needed maintenance should have been noted and discussed with the owners.When a customer brings their vehicle into the service department annually at minimum, which was done, the expectation is that the service department will review the records and discuss current and upcoming maintenance items needed for the vehicle. This is an expected and minimum level of service. If they really wanted to go above and beyond, a reminder postcard could have been mailed-apparently this only applies to Honda purchasers, customers who have purchased a used vehicle receive an extremely poor level of service, one below even that which which was provided at ******** apparently. Mr. *********, once again is being non-transparent, and insulting. He was not there when the vehicle was brought in, he has no idea of what was requested. He has insisted that when a customer brings their vehicle in for an annual inspection, it would not be up to the technician to also look at the vehicle records, check the oil, check the tires for uneven and improper wear, or provide any follow up with the customer when they pick up the vehicle. That is shameful, and not the way any other service department in town operates.Mr. ********* also has derided my attempts to do some online research, since ZERO information was provided there. The Vice President of the company told me I should have had my husband check the oil pressures. I was told since I did not trust them, I was free to take my business elsewhere. They are providing zero accountability, and throwing insults on to boot. The reason for this lack of attention is now painfully obvious-when you purchase the extended warranty, the annual inspections are free-so my impression is that they did not feel any obligation to the purchaser to provide the same level of service as a Honda purchaser. Regards, ***** *****

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