Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:13/09/2024

  Type:Customer Service 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.

  Hi,
  See below the complaint summary I had filled to ***** and I do not get any feedback back. The only follow up I got was that on September 09 at 13:00,
  Customer service left me a voicemail on and asked me to call back but no answer.
  Following my communication with your customer service, please find attached services orders and the extension of guarantee related to A/C system.
  As indicated on my call, when I noted my A/C not working( July 2024), I contacted ***** Colonial to fix the issue, then I was told first I should pay for diagnostic 172$ fee if the problem was not related to the A/C seal of the compressor which I accepted without arguing . I was booked for august 16,2024 . I brought the car at 8:15 am Friday august 16 to ***** colonial . By 3:20pm I was contacted by service representative to come get my car as it was ready. Arrived at the site service, then I was given the service order copy indicating that the issue was really due to the A/C compressor shaft seal which was fixed at no cost as this was covered by the guarantee . On the parking of the garage, I tried to leave but my car was vibrating and I heard a nose , then I called the technician to verify the problem, a couple minutes later I was told my car was broken and I had to leave it at their parking garage under their responsibility till be verified and fixed again . Monday August 19 by 8:30 I was contacted by service representative saying that the compressor was not working with no explanation and I have to pay for that even. Even it’s not my fault as the compressor was not flagged after the first diagnostic and was working properly prior and after the technician finished his intervention on my car.
  
  Based on this , I am looking to be reimbursed the Compressor repair fees( I paid $923.34 for Compressor )as I was not accountable for what happened in the garage for my car.
  
  I will be available if you need any additional information or clarification.
  
  Thank you for assisting me.

  

  Business Response

  Date: 09/10/2024

  Thank you for the email. I remember speaking with the customer and
  ***** Canada about this repair order. 
  While the compressor did operate briefly it did sadly fail after
  we completed our testing. There was no indication of it working properly prior
  to the service as there was no refrigerant/freon in the system. When
  speaking with the customer he did agree to the repair as he wanted a working
  air conditioner. When speaking with the senior mechanic that completed the
  repair, he did not break the compressor. The seal that was replaced is not
  related to a  physical compressor. While I empathize  with the
  customer the compressor has been out of warranty for over 4 years!!!! As a gesture
  in good faith and customer service I agreed to pay for the labour and any
  incidentals. The customer paid for the compressor part plus tax.
  I truly feel we are not at fault and the customer should pay for
  the services rendered. 

  ***** would not consider any support for this customer due to the length of time the warranty was expired. we the dealership covered items under good will.

• Initial Complaint

  Date:11/10/2023

  Type:Customer Service 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 bought a 2019 ****** Tacoma in 2021 from Colonial Honda. There were occasional odd behaviours with the temperature and gas gauges shortly after I bought it but they were random, never lasted long, and nothing could be found through the ****** service diagnostic at the time. The gas & temp gauges stopped acting up last winter and I had no trouble until the big rains this summer. In late July I got three different error messages on the dash which didn't go away so I took the truck to ****** for servicing - they dug around and found a wiring harness with corroded connectors, concluding that water had been leaking in for a very long time. They thought water was possibly entering through the windshield. I then took the truck to an auto glass shop where a technician said that it was an after-market windshield that had been installed incorrectly. The used car manager at Colonial Honda initially responded with "After almost 2 years and us having no way to know there was a leak we aren’t able to help in any significant capacity." They didn't ask to see the vehicle nor did they ask for any other evidence. The estimated repair cost is $8,139.87 and I paid $741.75 to have the windshield replaced - that's $8,881.62 to put the truck in the condition it should have been when I drove it off their lot. Colonial claims to have done their due diligence with the 87-point inspection, which missed the flawed windshield instalment. After a lot of back and forth, they've offered me $3000 toward the $8,881 repair cost.

  

  Business Response

  Date: 12/10/2023

  This unit was sold in July of 2021. At that point in time the unit went through our Steele Certified 87 point inspection was done and the vehicle was fully MVI'd at the time with zero evidence of any issues.

  after several visits to her own garage for service over the last 24 mths this issue was also not noticed or dealt with. due to the amount of time which has passed since the purchase of the vehicle we feel that a $3000 support for this repair is more than acceptable and above and beyond to assist this client. 

  we certainly empathize with the client which is why we wanted to help in some capacity.

   

  Customer Answer

  Date: 16/10/2023

   I am rejecting this response because: I bought the vehicle in September 2021 (not July) and it's obvious that the Steele Certified 87 point inspection missed the faulty windshield. When the corrosion was detected in September of this year the ****** service people in Bridgewater told me (1) that the corrosion had obviously been taking place over a significant period of time, and (2) it appeared to be a leak in the windshield seal. I immediately took the truck to an auto glass specialist who found the problem in less than a minute. Can Colonial Honda explain how their certified inspectors missed it? 
  
  It shouldn't be surprising that an issue related to corrosion would go undetected for 2 years. Corrosion can develop slowly over time and its effects may not be immediately noticeable. The fact that I did experience occasional dashboard gauge fluctuations was indicative of an electrical issue which I discussed with the ****** service technicians. It was challenging to pinpoint the exact cause as the dashboard fluctuations were random and fleeting and the corrosion was not visually apparent at that time - the techs suggested it could be a fuse and that I should bring it in if the problem recurs. It didn't. It's not unusual for corrosion to start small and gradually spread affecting the electrical connections within the harness and not becoming detectable until it reached a point where it significantly degraded the wires and connectors. Only when the corrosion got to a significant point in recent months during the big rains did the dashboard issues became consistent and enduring. At that point the ****** technicians were able to trace the trouble to the wiring harnesses, requiring that they dismantle the dash to find the corroded junctions.
  
  At no time did Colonial representatives show any empathy. In fact, ***** ********* first response was "After almost 2 years and us having no way to know there was a leak we aren’t able to help in any significant capacity." She didn't ask to see the truck, nor did she speak to the service techs at ****** or the auto glass shop  in Bridgewater after I gave her their information. It was only after I said that their response was unacceptable and after many messages from me that they offered any compensation. Their offer in no way feels like it's in good faith, more like shut up and go away money. 
  
  Colonial Honda made a mistake in their inspection and it's only right for them to pay the cost of getting this vehicle into the shape it should have been when I drove it off their lot.