ComplaintsforGermain Honda of College Hills

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my Honda in for service on 8/6/2022 and received the car back on 8/9/2022. A couple days after receiving the car back I noticed a big hole in my front bumper on the drivers side. The hole looked like it was melted from intense heat. The hole was not there prior to taking in in for service and is very noticeable and will depreciate the value of the car immensely . Getting it fixed would be hundreds of dollars. No one at the dealership told me about the hole or if there was any damage ***e to my car. I had my boyfriend try calling on during the week because I work 8am -5pm every weekday. He called Thursday afternoon two times. The first time he called no one answered in the service center. The second time he was told to talk to the Service Manager *****. He was told that ***** wasn’t working on Thursday and to call back tomorrow. My boyfriend called ***** Friday, no answer. My boyfriend leaves a message telling him to give him a call. ***** calls my boyfriend back twice in a span of 2 minutes but my boyfriend was unable to answer. ***** left a voicemail telling him to give him a call and left his number. The number he left wasn’t correct because it was out of service. So my boyfriend tried getting transferred to ***** 2 more times Friday and it turns out ***** left early that day. We tried calling on the weekend and was told ***** doesn’t work on weekends and that the lady on the phone will leave ***** a note to call us first thing in the morning Monday. Monday comes and no call at all. We called two more times Monday afternoon and was told ***** would be out all week and would call us back the next Monday. My boyfriend asked if they could email copies of the paperwork I signed at the dealership. They said that we would have to drive to pick up the papers in person and that they won’t send them. This has been an awful experience and I want some compensation for the damages ***e to my vehicle.

  Business response

  08/29/2022

  Good morning!

   

  We are pulling all of the documents related to this complaint and reaching out to the customer to come up with a resolution. 

   

  *** ***** 

  General Manager  

  Germain Honda of College Hills 

  Customer response

  09/03/2022

   I am rejecting this response because: they asked to see the damage in person,(even though I had already emailed clear photos/video) so after a 50 minute drive to and from the dealership they didn’t offer to fix the damage unless I paid them too. They denied damaging the car and had a hypothetical story ready as soon as arrived. The story they made up didn’t even make sense. Wasted time and gas going there for nothing, because they never planned on resolving it and fixing the damaged area. Unless I paid for the damage that they did… unfortunately this did not help.
  
  
  

  Business response

  09/07/2022

  Good afternoon, 

  We had a good visit with ****'s grandmother and mom I believe, **** did not visit us that day so she was not involved with our conversations. We put the CR-V up on a lift to take a closer look at the damaged area and determined it was from a previous repair made by the previous owner of the CRV. The hole in the bumper is hard to see just looking straight on from the front, but when you see it it does stand out. The hole is a burn from the inside out, as you can see in our pictures it is very clear. Actually looking at the pictures **** sent in you can see the difference between the left and right fog lamp, 2 different bulbs too with different lumens. It was the fog lamp bulb that had fallen out of the fixture, rested on the inside of the bumper burning a hole right through it. In the picture #1 you can see the fixture was not properly repaired, it was bonded in with some type of epoxy, very heavy too just look around the outside of the lens. The foglamp itself is still very loose to touch, we offered to fix that area as it is just glued together not properly fixed. Picture 2 and 3 is a very clear indication that it was melted from the inside out, nothing would have caused this from the outside in. Picture 4 is looking up and into the burn hole, you can see clearly the the foglamp connections and how it would have hung straight down to the burn hole when it fell loose, about 3 inches away. We had offered any help we could to ****'s family to repair the faulty foglamp, that was are intentions to help. I suggested to Addy's grandmother for **** to contact the individual who she just purchased the CRV from and ask what had happened, that would clear up this entire issue.  This hole in the bumper with out a doubt was already there before we service the CR-V, none of this could have happened at our dealership but we are very sorry that it looked that way. 

   

  *** ***** 

  Germain Honda of College Hills

  General Manager 

  Business response

  09/08/2022

  [BBB Transcription via Email]

  
  *** *****
  Attachments
  Wed, Sep 7, 3:50 PM (16 hours ago)
  to me
  
  Can a video clip be added? 
  

  Customer response

  09/08/2022

   I am rejecting this response because:   What exactly was the point of sending a video tapping on a light? I could send a video tapping on it to… how does that prove the damaged area wasn’t their fault?? This business clearly has no intention of fixing the damage they did to my car. It is obvious they think it is okay to create hundreds of dollars worth of damages to customer property with absolutely no care in the world. This has been a waste of time. 
  
  
  

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