Hidy Honda Tim Bell Poor Service Beavercreek, Ohio

Vibration on my vehicle was right front as I reported to Lynn and did not occur when braking. I do only drive about 15 miles per day to and from work, was not aware that low mileage was an issue with brakes. I do believe my rear brakes and rotors are fine so I do not agree with your evaluation. Chris Noland did contact me to tell me he was sorry for the experience with your dealership and I know he was not involved originally. My experience with Joe Morgan Honda was very pleasant, professional and I will continue to use their service department for both of my Hondas.

If you wish to mail me a check for the 49.95 tire balance cost feel free to do so. I consider this issue over, do not need futher comment. Good luck.

Joe,

You would have been better making no response at all.

You just displayed a self righteous attitude topped off with being a little condescending towards this customer.

Your service manager should be fired, as there is obvious incompetence there, as well as an overall lack of true concern for a customer.

Your entire team dropped the ball on this one, and as a result, lost a customer for life, which the other dealership gained, and obviously will work to retain.

My advice to to lose the "take it or leave it" attitude. The offer to pay for the tire balance was insulting.

Time to get a reality check before you are out of business.

FYI..I have worked in a service department and know how to treat EVERY customer.

I take responsibility for making the decision not to perform the work on your brakes at no charge. Given all of the facts, I felt it would be unfair for Hidy Honda to incur the entire cost of repairing what I consider to be a “wear and tear” item under these circumstances.


Our records indicate the rear brake pads were at 7 mm when we sold the car to you in October 2010. You brought the car to our shop in early December, complaining of a vibration. We rotated and balanced your tires and test drove the car and the vibration appeared to be gone.


We did not hear from you again for 2 months, again complaining of a vibration and also a grinding noise. At that point we measured your rear brake pads at under 5 mm and determined that your rear rotors were warped. You have only driven the car 2700 miles in about 3.5 months. It appears that the car is not driven very much, and we believe that to be a contributing factor.


I believe Tim Bell handled this matter the way he was instructed to, and I am sorry that the news he conveyed to you was unpleasant.


I do not want to be argumentative or accusatory at all, but I do have some concerns about what you were told at Joe Morgan Honda. If all Joe Morgan Honda did was balance your tires and take some air out of them, I am inclined to predict that the vibration will come back, just as it did when we balanced your tires in December because the car is not driven enough and I believe your rear rotors are warped and have worn your pads unevenly.  Overinflated tires and/or tires being out of balance would also not cause a grinding noise.


Hindsight being what it is, I wish we had handled this matter much differently, and I apologize for the inconvenience and frustration this has caused you. As a gesture of good will, I offer to reimburse you for the charge of the tire balance at Joe Morgan Honda.