Complaints

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• Initial Complaint

  Date:30/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to OpenRoad Honda Burnaby (6984 Kingsway, Burnaby, BC V5E 1E6), to do an oil change on 12/23/2022. After that, the metal Part (Cover assembly, Engine Under ) *************, got damaged because the service was poorly done.
  
  2 Screws were loose, and after passing on hard snow, the metal part got damaged, because 1 of the screws got off.
  
  The store managers didn't care to replace the part and said it happens all the time, and this is the part design ( I have been using the car under snow conditions for more than 3 years, and I know it doesn't happen that way ).
  
  The store didn't care to offer a new part, just got the part unbent and fixed it the best they could.
  
  This store thinks I am an Idiot.
  
  I am making a complaint and opening a complaint at the best business bureau to get it sorted out as well.
  
  I hope you guys can hear it and avoid more hassle on my side.
  
  Thank you
  
  Vinicius Pinto

  Business Response

  Date: 30/12/2022

  As the customer as stated this is a common occurrence during winter conditions with the engine shield on this vehicle. They are constructed of a very thin metal and attached with 4 bolts and a few plastic clips. Our service manager even brought the customer into the shop to demonstrate how these clips are designed to easily break away should the shield be caught on or pulled by any objects, i.e. snow and ice. The very same day the customer came to the dealership and the shield was straightened out we complete multiple other repairs to the same part due to the snow and ice conditions.

  This part is located underneath the vehicle and not visible unless the vehicle is up on a hoist or you are underneath the vehicle. Also this part was already damaged due to road and other debris. The repair performed does not comprise the function, performance, or esthetics of the vehicle or part whatsoever. Replacing it is pointless and unnecessary.  

  Customer Answer

  Date: 01/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It is easy to blame the customer on their bad service.

  Lets do a timeline:

  I brought the car on 23/12/2022 at 10 AM , and the service was done at the same day and the car was ready at around 11:20. Less than 24 hours after the service was done, the isssue happened, I then, went to the store at around 10 AM of 24/12/2022 asking for help about the issue. 

  The service department was closed, and only sales department was working at that day, nobody there were able to help me.

  I took pictures of the issue, showing that the screw on the left ( the one that did not fall) was loose. the screw on the left, was not there ( if what they are claiming is right, the screw would have ripped the metal part). however, the screw fell off. the only part that got ripped, was the clip on the same side ( left side, which is why I am asking for replacement. ) 

  By saying that, it is clear that the bad and rushed service on my car ( the bad assembly of the screws on the shield ),  is the reason of the problem, and got the part damaged.

  Also, on monday ( 26/12/2022 ), I went to the store, and spoke to the service manager. He then, had shown to me the screw on the right side tightened ( tried to hide the issue from me ), however, I took pictures of it, and I can prove it was loose before.

  I found the replacement part in united states, for about 150 US dollars. I am not going to lose my energy with a store that does not deserve it, not even my respect. I will change the part myself.

  The reason I chose to do a oil change on a Honda dealership, is because I would expect nothing less than the best service. I could do it myself or even chose another cheaper option in the city.

  In the end, bringing my car to this dealership, was the worst thing I could have done to my car.

  I would like to ask Best Business Bureau to keep this case as not solved, the reason being, is to show to other people, that are willing to do business with this store, to avoid them if they can. By knowing how they deal with their customers.

  If you need more information from my part or anything else,

   

  Please let me know,

   

  
  
  
  Sincerely,
  
  
  
  ******** **** *****