Parkway Honda

Parkway Honda responded

Good Afternoon, My name is Rick Bolwell and I am the Customer Care Manager for Parkway Honda, I would like to try and figure out what happened and why your experiences were so negative. Would it possible to get your licence plate or name so I can look into your file ?

Good Driver responded

Sure my name is Gus Georgoudakis liscence plate BTRY 995. April 28 2015 I paid to have a rattle in the rear deck fixed. She said she would install some foam. Got the car back still rattled. Took the rear deck out and noticed no foam had to fix it myself. July 17 2015 I was told car needs power steering and brake flush when it was done at honda less than a year ago. Reported a very loud humming noise feom the back of the car, Greg said I have to be in the car with the mechanic to point out the noise. Couldn't make it that day was working so mechanic couldn't diagnose the bad bearing. Also that day I specifically asked for a wheel balancing because at high speeds the steering wheel was shaking. Greg would not complete that because he said it could be something else causing the shake. Drove the car all weekend on a big trip with unbalanced wheels damaging the car even more. Brought it back on the 20th to get the balancing done and it fixed the problem. Novemeber 23 3015. After driving around for months on a bad bearing it got so loud I was certain the tire was going to fly off. I looked on the internet and found out these cars have problems with the rear hub assembly and took the car it to have it replaced. They finally replaced it after I had to diagnose it myself. Lucky for me the tire stayed attached to the car and didn't fly off o the highway or I may be dead right now because of your inadequate servive department. May 5th 2016. Brought the car in with some mailed discounts. Told the lady on the phone about the coupons she said just give them to the clerk, so I did. You failed to apply 3 of the 4 discounts that day. You also failed to provide me with a printout of the allignment which allegedly was done. Had to wait 20 mins for a revised reciept and you handed me an allignment report with the current time and not the time that it was done which led me to believe it was never done. Greg said the brakes were at 3mm and needed replacing as well as the rotors be machined. Luckily for me I declined and took the car to my trusted mechanic. We checked all the pads and they were all at about 6mm. We replaced them anyhow since we had them in hand. I kept them in case of any denial from your end. I am extremely agitated by the service I have received at your dealership. I expected a lot better from you guys but am extremely disappointed. I guess you guys must think I am an idiot and know nothing about cars. Maybe I am an idiot for trusing your establishment.

Parkway Honda responded

Good Afternoon Gus, I read your email and at this point all I can say is I'm sorry for what seems like a complete lapse in customer service on all ends. I am out of the Dealership until Monday, Could you please leave this with me so I could dig through everything , find out what exactly happened and get back to you and try to come to some sort of resolution in this matter? I truly appreciate you responding back to me , Hopefully we can try and come to a resolution together. Thank You, Rick Bolwell

Good Driver responded

Thanks for responding so promptly. Hopefully we can come to some sort of resolution.

Parkway Honda responded

Hi Gus, I am going to try and touch on everything point by point if that's okay with you. July 17th when you were in we made the recommendations based on time frame; unfortunately we don't have access to other dealers and what work they perform. I apologize for the fact you think we were trying to upsell something that was done prior, that’s why it is good to keep service records so not to double up on services. Anything we do stays in our system so as not to miss anything. Other dealers as I said we rely on the customer to let us know. On the work order on July 17th I don't see a complaint for the vibration issue you are describing? Only the whining noise concern that gets louder as the vehicle picks up speed. I do see that we requested to take a road test with you as we could not verify the concern. I do understand how you are feeling about this situation, but unfortunately we cannot replace a part under warranty until it is verified. I do see that you came in twice (July 20th and November 18th) since that complaint on the 17th of July 2015 and didn't make a complaint again about it until the third visit in where we were able to verify and correct the concern. We are very happy that the vehicle didn’t break down and that we were able to correct the concern for you. I bow my head and apologize for the coupon incident; there was no excuse for that. I won’t even waste your time with an excuse. As for the alignment report, We don't attach a copy of the alignment report with the customers paperwork unless they request it and the reason that the time on it was current as that's the way it prints whenever we print out the report . We definitely performed the alignment as we cannot pull a report without the VIN number from your vehicle as it won’t match up to anything. The brake measurement we provided you was to the brake sensor which would be about 2mm less than the measurement your mechanic gave you. We also always machine a rotor when changing pads so the new pads have a new surface to seat to. I can tell you that none of our employees think any customer is an idiot or that they don't know their vehicle. We pride ourselves on our CSI scores and our many happy customers over the last 37 years. I would like to offer you a credit of $125 for the first repair where you feel we failed to repair the rear deck properly and that you had to take the repair into your own hands, I do apologize and hope that we can move forward from this point to make you a Happy Parkway Honda customer once again. I enjoy when a customer gives us their constructive criticism, no one is perfect and it helps make us a better business. I would like to move your account to a different Service Advisor for the future and ask you to please try us out again, I'm sure we can change your mind about our establishment. If you do agree to my offer I would please ask that the Dealer rater review and the Mobials review you posted today get retracted. Is there anything else that I can do for you to show our good faith in trying to correct this situation?

Parkway Honda responded

Hi Gus, That printout is a generic listing from Honda Canada's website, whatever is reported to them is what will show up. We cant actually see the history from the other dealers computer with stories and stuff that the technician actually did, and if generic labour ops are used it will not breakdown what exact work was performed. We required you to go on the test drive because our technician did not hear any noise sir, that is the only reason we request a customer to go with us on a test drive. I can assure it that it was not due to the fact that it was warranty , as warranty structure is very lucrative to perform the required repairs. Sir, let me say that we are definitely not trying to give you any runaround and that our dealership had nothing to do with the purchase of the vehicle. We did not sell you the Extended Warranty and the extended warranty worked in your favour for the repairs to the wheel bearing once it was confirmed. Since you say the $125 Service Credit wont cut it, Did you have something in mind? I'm willing to work with you on this issue.

Good Driver responded

On the July 17th issue I acquired a printout of all the work that was done in the past from Toronto Honda from your dealership. So you do have access to the work being done at other dealers. I still have the printout from the first time I came into your dealership. On July 17th I had specifically asked you guys to perform a wheel balancing that was not done whether it's on the reciept or not. I was very upset that it had not been completed and had to come back ASAP to get it done. The wheel bearing incident still resonates with me because I was puzzled as to why you required me to go on a test drive with you to point out the noise. I can assure you that the noise was very loud an obvious. To me that says either 2 things, you were trying to avoid the repair because it was a warranty issue, or that your mechanics could not properly diasgnose the problem. Either way a real eye opener for a customer. I drove that car for months thinking something terrible was bound to happen. Im not sure $125 will cut it. I really am upset I spent a lot of money on a used car and you guys just give me the runaround. I think I made a mistake on purchasing the extended warranty. Maybe I'll contact Honda Canada and try to get some kind of a refund or just trade the car in to another make. That's something that will take some time to decide on.

Parkway Honda responded

Good Afternoon Gus, I have left you two voicemails in regards to a resolution. Please call me 416-752-6699 ext 268 , email me if thats eaiser r.bolwell@parkwayhonda.com or repsond here if thats the only way you wish to communicate. Looking forward to your response, Rick Bolwell