ComplaintsforWest Broad Honda

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/8, I had my 2008 Honda Fit towed to West Broad Honda to perform safety recall repairs, one of which included the power train/drive axel, which broke on my vehicle on 7/21. At the time, I did not know what the diagnosis was for my vehicle and I waited for my own licensed mechanic to inspect it. On 8/5, he was able to inspect and diagnose the broken axel, informed me that my vehicle was one affected by safety recall, and recommended I have the dealership do the free repair. West Broad did all the safety recall repairs that affected my vehicle at this time. Additionally, they took it upon themselves to do an unauthorized courtesy checkof the vehicle at which time let me know that I needed the ignition switch replaced. There were no known issues with the ignition prior to it being in West Broads care. I have time stamped video recording of me easily turning key and starting vehicle, that I took to document for my mechanic before he was able to inspect, just before it was in West Broads care. My licensed mechanic stated that there absolutely no issues with ignition or keys. West Broad performed safety recall repairs that included removing steering column, which is when I speculate they would have damaged it. When I got the car back, on 8/12, the key would not go in the ignition even half way. West Broad denies breaking it themselves and insists the vehicle came to them like that. The car would turn on, but not drive, so its not like I was sitting there turning the key a bunch of times before I used their towing services to bring it to them for the safety recall repairs. I want West Broad to pay for the ignition switch I have now had to repair since it was in their care.

  Business response

  10/03/2022

  It is our policy to perform a thorough multi-point inspection on every vehicle that we work on. As it is a free service that provides important safety and maintenance information and no charges are associated with this inspection we do not seek authorization. When the vehicle arrived the steering wheel was locked and the key would not unlock the wheel. In order to get the vehicle into our shop our mechanic removed the ignition assembly so that it could be steered into our shop. We executed the recalls that were due on the vehicle and then reinstalled the ignition assembly at no charge. It is our policy that if we damage something on a customers car that we take responsibility for it and repair it for the customer at no charge. We do understand that *************** took pictures of her key in the ignition prior to the car arriving however on the day that our technician went to work on it the ignition was inoperable.

   

  Thank you,

  ***************************

  General Manager

  Customer response

  10/03/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  
  
  
  
  

  Business response

  10/04/2022

  We do acknowledge this is an unfortunate situation for ***************. I apologize for any further frustration that we may have caused. However, West Broad Honda maintains that the vehicle arrived in the condition previously explained. We accept no responsibility for the damage to the ignition. In an act of good faith we can offer *************** 2 complimentary oil changes. This is approximately a $200.00 value. 

  Customer response

  10/04/2022

  Im dissatisfied with the answer because it doesnt say literally anything, nor offer any type of resolve for me. I have had to deal with this inconvenience of trying to have this resolved since August 8th! ***** was also incorrect, or perhaps didnt read the actual complaint thoroughly, that I only have pictures of the key in ignitionIm unable to a attach video to the complaint, but I have a time stamped video of me clearly using the keyinserting the key, turning the key, with the car immediately starting. I have since had a locksmith repair the ignition, who noted that it looked as if someone very aggressively used the key in it. I should not have had to pay for this repair.
  

  Customer response

  10/04/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  Here is another example of the work that West Broad Honda stands behind and accepts no responsibility for I get that safety recall repairs such as replacing the master power window switch are tedious and dont make money, but they are the manufacturers fault, not mine. Why would I ever want oil changes when this is the work West Broad Honda stands behind. Tell me again about your extensively trained technicians that deemed this acceptable? Ive shown evidence of the carelessness and haphazard work performed by your technicians, which you continue to refute. 2 complimentary oil changes is 3 times too many visits. 
  
  Regards,
  
  ******************************
  
  
  
  
  

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