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:03/28/2023

  Type:Service or Repair 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.

  On 2/27/23, I took my Honda *** to Matt Burne Honda for a vehicle inspection. The car did not pass checkup as the technician found the front brake pads and rotors to be worn past the acceptable amount of use. On 3/12/23, I took my car to ************************* to get the necessary brake repairs in order for my vehicle to pass inspection. This facility accidentally repaired the rear brakes on this date. There was some sort of miscommunication between the desk employees prior to the work being done. It was not until after the repairs were finished, I noticed this on the paperwork statement. On 3/16/23, I brought my vehicle back to ************************* to have the front brakes replaced as this is what initially was to be done. The manager ***** was very helpful in rectifying the situation and mistake on their end. I made him aware of why I brought my vehicle in and told him that it failed inspection from Matt Burne Honda. During the brake replacement, he personally brought the used brakes out to the waiting room and showed me the actual wear. His comments can be found on the third page of the documentation attached from *************************. He stated that the vehicle should not have failed and that the brakes were still good to use. Finally, on 3/28/23 I returned to Matt Burne Honda to get my vehicle reinspected prior to my March end due date. My appointment was for 9:30am and they did not finish the work until 11:30am. I made them aware that I had other commitments. I was surprised that it took so long. Several people that came in after my arrival were done with their vehicle appointments before me. I left disgusted with the whole experience at this point. As stated in my complaint, I would like to seek a refund from Matt Burne Honda in the amount of $349.34. According to the manager at *************************, the brakes were not worn past the acceptable amount of use. The repairs were deemed unnecessary. A facility should not be able to unrightfully fail your vehicle in an attempt to make money.

  Customer Answer

  Date: 05/31/2023

  Hello,

  I have not heard from Honda regarding this complaint. 
  

  Business Response

  Date: 07/06/2023

  First, I'd like to apologize for not being more prompt in my response. This is an email address which I have not used in years and can be best reached at ********************************** I wasn't aware of this complaint until yesterday 7-5-23, when I received a mailed letter from the BBB. I'd like to start by unequivocally stating, the most valuable possession any technician has is their inspection license. A dealership's ability to inspect vehicles is the lifeblood of the service department. Without it you can essentially close your doors. We are heavily regulated and often audited by the state police and take great pride in our history of excellence in this area. Unfortunately, like most manufacturers' dealers, when our extensively trained Honda technicians inspect the brakes of a vehicle, they do it the correct way. Many shops hire untrained technicians, that look only at the outer brake pads and not at the inner ones. Each Rotar has both an outer and inner pad. Legally both have to be measured and the lowest of either is the measuring point. We measure both outer and inner pads, In many instances a pad can wear unevenly. There can be high and low points, we will always measure the lowest point because it is not only the proper way but the only legal way to determine whether or not a brake passes inspection. Knowing many people will leave the dealership to save money by using cheaper aftermarket pads, we always document our findings as backup. This instance was no different. There were areas on the inner pads that measured a 1 and this is failing. I don't doubt there were areas that passed. It is very easy to point this out and try to obtain their future business. It's not how we inspect vehicles, nor how we conduct business.  I do apologize for the extra time ****** had to wait, we are extremely busy every day and only the mechanic that originally inspected that vehicle is able to apply the sticker. In this case the assigned tech had a vehicle on his lift for longer than expected. I do apologize for any confusion but will insist we had released that vehicle knowing there were low spots that measured a 1. In closing I believe her objection would be with a facility that replaced two sets of brakes they claimed were passable instead of inspecting the car themselves for $60 which is what they charge. ****** stated she was there to have her brakes replaced to pass inspection. Why not just inspect it if they thought the brakes passed?