Randy Kuehl Honda

Randy Kuehl Honda responded

Good Afternoon, Our processes provide options for customers to repair the issue the customer is having with their vehicles, when options are available. In this instance we provided two options, a genuine Honda part or an aftermarket available part. You had asked if the Honda parts would cost less if the 3 year warranty was removed. Good question, unfortunately not an option. In speaking with the service advisor, you had opted for the Honda starter. A bit later you had inquired about pricing you had seen on the internet for a starter, and you were informed we would be happy to install the customer supplied starter, to which at that time you declined and again authorized the installation of the Honda starter, which was installed. When the question was presented about removing the warranty on the Honda part, although the tenured service advisor believed it could not be removed, he double checked with me on the Honda policy. I had been involved in the communication between the customer and the service consultant from nearly the beginning. We also have a strict process for documenting authorization for parts and labor dollar amounts for customers so this kind of situation does not happen. All protocols were followed and ultimately the customer authorized the Honda starter installation. It is unfortunate for both parties in this situation, but we feel there was no negligence on our part and our processes were followed ultimately for your protection. Randy Kuehl Honda Parts and Service Department

Randy Kuehl Honda responded

Hello, Although we do like to sell and maintain new cars! Being locally owned and operated for 30 years has ALOT of Honda's up to 20 years old still coming to Randy Kuehl Honda for service and parts! Honda's are some of the most reliable vehicles on the market and we must be in business to maintain those to keep the trend alive! We apologize for your experience and I would personally like to communicate with you in order to address the issues with your vehicle and come to some resolve. I hope you have interest in communicating with me to start this process and ask that you call the number below and ask for me to schedule and start the process. Thank you for your time. Paul Thulin Parts and Service Director 319-393-5700

Randy Kuehl Honda responded

Cathy, We apologize for your experience. This is NOT how we do business as we have been locally owned, locally operated for 30 years. We will not make excuses, only to say this situation has been addressed with the parts and service staff and should not happen again, to you or any other customer. Thank you for bringing this to our attention and as a result would like to provide you with a complimentary oil and filter change for your 2004 Honda Accord, please call me at the number listed below if you would like to accept. We hope this does not deter you from using us in the future. I look forward to hearing from you soon. Paul Thulin Parts and Service Director 319-393-5700

Randy Kuehl Honda responded

Mr. Bowden, The back order issues are equally as frustrating for us and we do apologize that your issue is not resolved. Be assured as soon as the back ordered parts arrive from American Honda, we will expediently call you and schedule you in to resolve the issue with your CRV. During the same time we also need to complete the steering wheel repair to your satisfaction as previously mentioned. We look forward to getting these issues resolved for you as soon as the back order allows and hope we can continue to service your CRV in the future. Thank you Paul Thulin Parts and Service Director