ComplaintsforPaul Moak Automotive

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, so Im making a complaint against ***************** Honda service department on Miss ***** who assist me every time I have a discrepancy with my car the first incident was I needed a Tire. She didnt want to order it since she didnt order it. It cost me 278 bucks. She said it was no way that she can do that and find this particular Tire. The other representative helped in audited. The second time my car had locked me in the car Had a malfunction when cut off the electrical powering system was sanded it there was something wrong with it. The battery within one year made me go through three of them and bought th. I mean January 27, *********************************************************************************************************************************************************************** that after calling and set up an appointment for 7:30 AM. Be there remind you I stay in new *********** from ******* *********** as well our distance, she said that theres no way that she can help me because my car need to go to a body shop due to the fact that the bumper was Messed up a little bit. He had a crack in his messed off of it. She refused me. Oh, theres no way we can do this. No way we can do that. I need headlights because my car has no headlights. ***, connectors broke off she said Im still not gonna be able to fix it because we got to take the bumper off and is messed up so they had to go to a body shop. They do all your work. Shes a lie my car do not need no bumper and dont need to be taken off to do headlights. Guess creating a problem for safety but shes so Nasty I cant even say nice nasty and rude and racism plays a big part in this Im black African-American and shes as yall was a Caucasian//whatever and she always refuses me every time I come for service and never understand the fact I bought this car from yall These are safety issues and malfunctions they couldve been covered under warranty not even a 360 point inspection view by the mechanic

  Business response

  03/01/2024

  If you would like to talk with my Honda Service Manager or myself we are more than willing to meet.  His name is *******************, Honda Service Manager at ************.  My name is *****************************, General Manager at ************.  Feel free to call or drop by and we can discuss your vehicles needs.

  Customer response

  03/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:I will be giving them a call 

  I have reviewed the response made by the business in reference to complaint ID 21302252, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  11/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  11/29/2021 - Received notice from Volvo about airbags being replaced. Called Volvo and made appointment for 1/25/22 to have airbag replaced. Dropped car off then was called and told that the dealership did not have the right airbag fore my car. I continued to call and ask about airbag but they said they had gotten some in but they were gone. I asked them to call me when they got them in that would fit my car. I never heard anything from them. I called on 11/17/2022 i believe, and spoke to ******. He asked me something and i said "I'm not sure what you are asking me" and he smarted off and said "i asked you a question but you don't know what i asked you." Really being Condescending to me, as he was going to forward my call for the 3rd time, and i told him to get me to someone that knew what was going on. He said 'how about i just hang up on you." He would not have talked to a man like that. So i left my job and went to the dealership. I wanted his boss or whoever was the manager that day. Obviously, no one. Some man was walking up the stair and i asked if he was in management and he said no and kept on walking. Miraculously, ***** said they could install it today and he took me back to work and brought my car back when it was ready. I did not notice that day, they replaced the cap on my steering wheel with a BLACK CAP instead of a CAMEL color like the rest of my car. No one mentioned to me it would be a different color or i probably would not have had it replaced. I went back in today, was about in tears and asked for them to call the manager in the building. I could not believe they replaced the cap with a BLACK one instead of the original camel color one. ****, heard me ask for manager and said what is it, i said come out and see. I was not yelling. He came out and said "we know all about you and you are not going to talk to me like that, i had hardly said 2 words, he said i am calling the police on you. I had not even told him what i was there for. I said i am the customer and he said i don't care who you are. He got in my face, gritted his teeth at me. I am 63 years old. Little does he know how ****** spoke to me. Do you think i would have left my job in downtown Jackson and come down to that dealership for nothing. I was not going to let ****** speak to me like that either and hang up on me. Finally, i told **** as he continued to tell me he was calling the police, i was in tears by then, i said well before you do, look at my car and tell me why they replaced it with a black cap instead of what was on there. The mechanic came out and said on older volvos the caps are all black. WHY DID NO ONE TELL ME THIS i would have never had the air bag replaced!!!!. WOULD A MAN HAVE BEEN UPSET ABOUT THIS. So whoever the owner is does not have the whole story. **** was leaning over me practically foaming at the mouth yelling i will call the police before he even knew what i was there for . . . i am 5'2". A man would have never been treated this way i know that much. No one would have hung up on a man. It's obvious you side with the men but this is the honest truth about the entire incident. You will never have to worry about me coming to Paul Moak Volvo for anything. I hope you daughters or wife isn't treated this way. Customers have no rights anymore. Very disappointed in what i thought was a distinguished dealership.

  Business response

  12/13/2022

  I am sorry for this misunderstanding between my staff and yourself.  We are responsible for completing recalls on behalf of the manufacturer in the manner that the manufacturer instructs.  I am glad your airbag recall has been completed on your '04 S80.  We have many, many female customers.  In fact, I would say most of the decision makers in a car purchase or service interaction are female here at Paul Moak.  We are not perfect but the vast majority of our female customers come back time and again because they like the way they are treated here.  I do believe you had a poor experience with my staff and I'm sorry about that.  We really do get out of bed every day expecting and hoping to take care of your concerns, not make them worse.  So I again apologize for the experience you had.  I hope you have many safe miles in your Volvo in the years to come.      

  Customer response

  12/14/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  **** *****

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩