The clear mask that was installed on my 2014 was done poorly. The installed caused razors marks on the paint of my vehicle.
I recently leased a 2014 Pilot from them. When we first saw the car it had a clear mask put on the vehicle, for which we were charged $400 for. I later found out that I could've had a third party install an 18" mask for $270 instead of the $400 I was charged for a 12" mask. Shortly after we brought the car home we discovered that the clear mask was peeling up around the mirrors and on the drivers side fender. I returned to ****** and had the problem areas repaired. I inspected the fixed areas and everything looked good other that a few bubble, which I was told was normal and that they would go away. Two hours after returning home we noticed that the mirrors and the fender would peeling up even more than before. I called the service center and asked for my money back on the clear mask so that I could have it done somewhere else. Since it was a Saturday I was told that I would have to wait until Monday to get an answer. After receiving no call on Monday I called the service center and was told that I wold receive a call from ***** ******, the owner. He didn't return my call until Tuesday. He said that he would only refund half of the money, $200. When I told him I wanted a full refund he refused and said "this stuff just doesn't peel off." He stated that many times. When I asked him if he was calling me a liar he said "if that's the way you want to take it." Eventually, I was refunded the full $400. I wish the story stopped there.
After receiving my refund I took my car to a local shop that I have used in the past. I again asked him to remove the problem areas. When the installer/owner peeled off the clear mask on the mirrors and fender he noticed that when the original clear mask was installed that they scratched my paint with a razor when cutting out the pattern.I immediately took the car back to ******. There I met with ***** Chatten, the general sales manager. ***** down played our concerns and said that the scratches would just buff out, which he agreed to do at no charge. When I asked him what he would do if the scratches didn't come out, he refused to answer the question stating "that's not going to happen." He repeatedly told us us that we were making a big deal about of nothing and that "this is so minor it's not even funny."
I took the car back on a Monday to have them buff out the scratches. ***** called me when it was done, and when I asked if everything looked good he said yes. When my wife and I pulled up we immediately started inspecting the car. ***** came outside as we were inspecting the vehicle and we told him that the scratches were still there. he told us that they would not do anything else until they spoke with the owner who is on vacation. He also said that since we took it to another place to repair the clear mask that they aren't sure if it was them who caused the damage.
Since leaving we discovered two spots on the car that were made worse. It looked like the clear coat had been burned through on one fender and they completely removed paint from my bumper.
I took the car to Autonation Honda to have their people look at the damage. They said to have it repaired properly that it would cost several thousand dollars and that it would have to be in the shop for a few weeks. I was also told that the paint that would be used to fix the problem areas would not be as good as factory paint
We either need the entire front end and mirrors repaired or another vehicle. We bought the car on August 13th and today is September 29th. I don't feel that we should accept that ****** Honda damaged the vehicle before leasing it to us when we have had the car laess than two months.
I, ***** ****** and Body Shop Manager, **** Kashuba, met with Mr. ********** on Monday, Oct. 6th 2014. We reviewed the areas that were damaged by the installation of the clear bra and we all agreed on the areas to be repaired.
The vehicle was picked up on the evening of Thursday, October 9th, 2014 and reviewed by Mr. and Mrs. ********** with **** Kashuba.
Mr. and Mrs. ********** said that they were 100% satisfied with all the repairs to their vehicle and I also followed up with Mr. ********** on Friday, October 10th to confirm their satisfaction.
I would like to apologize for the way this matter was handled and for the inconvenience caused to Mr. and Mrs. **********. Hopefully, we can all move forward in our relations and their future enjoyment of their new vehicle.
***** ******, President
(The consumer indicated he/she ACCEPTED the response from the business.)
Once ***** ****** returned from vacation he immediately contacted to fix the situation. We were impressed with both him and **** in handling this matter.