Findlay Honda of Spokane

Findlay Honda of Spokane responded

Dear. Mr. Hemphill, My name is Brett Hockenberry. I am the Service Manager here at Larry H Miller Honda Spokane. Thank you for taking the time to voice your wife's experience. My General Manger and I have reviewed the invoice of your wife's visit and spoke with those employees who were involved. Due to the current mileage on your 2007 Odyssey, as per Honda's maintenance scheduled recommendation, we advised Cheryl of the needs and cost of a 30,000 mile service. She was unable to leave the vehicle for the amount of time required to perform the complete 30,000 mile service. As an option to Cheryl, and in respect of her time restraint, we offered to complete a portion of the service right away and to schedule the remainder at her convenience. She agreed and stated she would phone in to schedule a time convenient for her to finish the needed service.. To maintain the warranty of the vehicle per Honda's recommendations the rest of the service should be performed. Thank you again for your concern. Please call me so we can talk about what transpired during this service. 509.353.4760 Sincerely, Brett Hockenberry Service Manager bhockenberry@lhm.com

Findlay Honda of Spokane responded

Mr. Hemphill, We would very much like to hear any feedback you may have. As a note, please be aware that this particular line of communications will be deactivated as of later today. Future messages can be sent to bhockenberry@lhm.com. Again, I look forward to hearing from you soon. Best Regards, Brett Hockenberry Service Manager Larry H Miller Honda Spokane 509.353.4765

Findlay Honda of Spokane responded

Dear Sir/Madam, My name is Brett Hockenberry. I am the Service Manager at Larry H Miller Honda Spokane. I would like the opportunity to speak with you regarding your recent experience at our service department in order to remedy any issues we may have. Please contact me as soon as poosible by phone or email below. I hope to hear from you soon. Sincerely, Brett Hockenberry bhockenberry@lhm.com 509.353.4760

Vahan responded

For more clarity and ease of communication, I am sending a more detailed note via mail.

Findlay Honda of Spokane responded

Dear Sir/Madam, ? I will give your letter the utmost attention. However, speaking on the phone seems the best way to discuss the specifics of what had happened and will also give me an opportunity to remedy the issue right away. Again, please feel free to phone me at 509.353.4765 I look forward to speaking with you soon, Brett Hockenberry Service Manager Larry H Miller Honda Spokane

Vahan responded

No remedy necessary. Dollar wise we're only talking $40 or so, the principle involved here is where I have issue.--I detailed that at length in the written correspondence I sent to you.

Findlay Honda of Spokane responded

Dear Mr. Garcia, My name is Brent Christensen; I am the General Manager of Larry H Miller Honda Spokane. First and foremost thank you for taking the time to inform us through dealerrater.com of you experience at our dealership. Without information like this it would be virtually impossible to find mistakes in our process. I received you letter in the mail addressed to Brett Hockenberry. I have since reviewed your service repair order of March, 3 2010 with him and have found more errors. Without your complaint, we never would have known about them. You were quoted $450-$475 for the service plus tax and any additional items needed. Let’s call that $462.50. It appears that your vehicle needed 2 wiper blades total cost $15.22. So my math says $477.72 plus tax of $41.56 for a total bill of $519.28. Using your coupon of 20% off (parts and labor), would leave a total of $415.52.Long story short I am issuing you a refund of $114.03. Again I would like to thank you for your time it took to voice your concerns. Because of your complaint we will be installing a pricing guide for standard services by Year and Model for services like 15k, 30k, 45k, and 60k. Etc. Mr. Garcia, I understand from you letter that you wanted nothing in return from us. That being said it is our policy that we acknowledge our mistakes and learn from them. I’m sure that you are well aware, if somebody has a poor experience with a business, they are much more apt to tell anyone who will listen vs. having a good or great experience and not sharing that with anybody. Thanks to your input we recognize that we have some process to work on, and have begun implementing them. Please don't hesitate to call me with any concerns. My direct line is 509-353-4711 Sincerely Brent Christensen General Manager Larry H Miller Honda Spokane

Findlay Honda of Spokane responded

Mr. Garcia, I see you have received our prior email. I hope the explanation we've given you meets your approval. We would very much like to hear any feedback you may have. As a note, please be aware that this particular line of communications will be deactivated as of later today. Future messages can be sent to bchristensen@lhm.com. Again, I look forward to hearing from you soon. Best Regards, Brent Christensen General Manager Larry H Miller Honda Spokane 509.353.4711