Tony Honda

Additional Notes

Complaint Category: Improper or inferior service

Complaint: did a oil change,oil was replaced improperly .and was given poor customer service.
On march X XXXX,i went to tony honda on ka uka blvd. and did an oil change on my vehicle, I payed $*****.
On march 16th 2013 i checked my oil because my vehicle was running rough and sluggish when i checked the oil it was one quart less then they were supposed to have put in. After finding this out i called Tony Honda and was told by ************** to bring back my car and they would check for any oil leaks and if there were any oil leaks i would have to pay $***** again but if there weren't any oil leaks i would be refunded my $*****. So i made an appointment for march 21 and when i took my vehicle in to Tony Honda the service advisor ************** took me to the shop where my vehicle was located so i could see for myself if there were any oil leaks (which there weren't any) after this occurred they decided to change my oil again without my permission when all i really wanted was to just get my money refunded. ************** suggested i speak with the manager ********. when i explained my situation to him he apologized and i asked what they were going to do about this problem he offered me 3 car washes which i declined because i wash my own car, 2 free oil changes which i also declined because i told them i honestly would NEVER bring my vehicle back (and it made no sense to me that they would rather pay $***** rather then just give me my $*****) and service on my engine which i would also not want them to touch my car ever again. He never offered to just refund me back my money he only wanted to refund me back double the price of the quart oil i personally had to purchase to keep my car in running condition until my appointment. I'm just really furious at the fact that this could have turn into a bigger problem if something happen to my motor and my car was down then i would be stuck with out a car. The main concern of this complaint is i would never like to see this happen to anyone else especially because they are a dealership.

Business Response
March 25, 2013


Better Business Bureau of Hawaii
1132 Bishop Street # 615
Honolulu, HI 96813-2813


RE: Case # ********


To whom this may concern,

We appreciate the time Ms. ****** has taken to express her concerns with her most recent service experience with us. It is certainly not our intention to provide our customers with products and services which do not meet their expectations, and we apologize for any inconveniences incurred.

On March 21, 2013, Ms. ****** reported that her engine oil was low and that she had to add about a half a quart of oil. We re-inspected her vehicle to make certain there were no visible leaks and the oil level was proper. Again we offered her our sincere apologies along with these additional amenities below for her trouble and inconvenience which she has declined.

- Free oil and filter change on her next visit
- (2) Free car wash coupons
- Reimburse her double the cost of the oil she
purchased

At her request to resolve this issue
satisfactorily, we will reimburse her $***** and mail a check to her residence by March 30, 2013



Sincerely,


************
Service Manager


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I am pleased with the reimburse of my $***** ,that's all that I wanted,but today is April 4 2013 and I still didn't receive my check .on his return response it says by march 30 2013.also I hope other customers don't have to go thru with what I had to,could I get a response from tony honda about my check.


Business Response
My name is **********, I am the admin of Tony Group. I have to apologize there was the communication breakdown and totally my mistake to delay processing the check request. I found out the check was not mailed out as of 4-3 so that, we rushed and prepared the check dated 4-4 check no.****** and was going to be mailed to her this morning 4-5. I called Ms. ***** and apologized my delay and we offered that we will deliver the check to any where she wished and she gave me the address and the check will be delivered today before 4pm. Ms. ****** told me she will be at the address and she will accept the check today. Again we apologize the delay resulted by the communcation breakdown, and this will never happen again.

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.