Complain about a product or service

Ray Fladeboe Honda

Irvine CA

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peter of irvine, CA September 6, 2009

The following is a complaint I sent to the Honda General Manager and Honda Service and Parts Manager.

On Saturday, September 5, 2009 I took my Honda Accord for a routine 12000 mile checkup. My service advisor was Oscar Scagliotti. After dropping off my Honda at approximately 10am I was called by him later in the afternoon to advise me that my left and right rear brakes were measuring 2mm. His professional recommendation was that they needed to be changed and it would cost me 169 to perform the brake replacement.

I advised Oscar I had purchased the Accord brand new in August 2008. I also reminded him it barely had 12000 miles on it. He argued with me that this was normal wear and tear and that it was reasonable to suggest the brakes would wear down so soon after purchase. I pleaded with him that this is not my understanding of Honda's long lasting reputation for quality products and service. I asked him if it was reasonable then to assume I would need to change my brakes every 12 months. He declined to directly answer my question but he didn't deny the logic in my question.

I told Oscar to not perform the brake job if it meant I would have to pay for it. I fully realize that normal 'wear and tear' is not covered by my lease contract. However, I don't feel its normal for your brakes to need replacement after only 1 year. I also want to emphasize I drive the car normally and as required never using any more brake than needed. I asked him to register my complaint with his superiors and told him I would be filing a complaint if the brake job was not performed without charge. I never heard back from Oscar and the brake job was not performed.

To conclude, I am fully registering my complaint with all parties listed at the top. My family has owned Honda's since the 1970's. We've owned Accords that have never necessitated a brake job so soon or any other major service. With this experience, I fully expect my family never to purchase any Honda products again or any Fladeboe product. In addition, I will tell all family and friends about my negative experience. I will take my dissatisfaction as far as I need to including local and national media, internet blogs and any other reasonable means to let other potential Honda consumers realize the low level of product and service.

This is not a threat just a consumers reaction to your product. I am asking for Honda to replace my brake and realize it is not unreasonable for me to expect products they sell to last for a long, reasonable period of time.

By the way, I haven't even mentioned the horrible experience I had in buying this automobile. I had a conversation with the General Manager on the horrible experience back then and hopefully that is documented. Later, the alarm had issues and you had to correct that. I should have filed a formal complaint then but have decided you guys have disappointed enough.

Mary of Irvine, CA August 14, 2008

I took my car in for a noise that was coming out of the engine. After paying almost 600 and leaving, the sound is still there. I went back and they told me that they fixed the wrong part that was making the noise and that now the noise is coming from the alternator and that I have to pay another 500 just for the part. This is not fair to me because they should have diagnosed the problem correctly the first time.

I have spent 568 already and nothing has been corrected that needs to be in my car. I have gotten a second opinion and the second mechaniec noticed my car has not been corrected and said it might not even be the alternator (which is what Fladaboe is now claiming it is) and that the car needs to be fully examined to see what the issue is. Fladaboe honda just picked two of the most expensive items that can possibly be the issue instead of carefully examining my car. Fladaboe will not return any of my calls.

I have placed numerous calls to service tech Ryan and his manager Scott. Scott returned my call once and then disregarded every other voicemail I have left him and he is THE manager. If I can not get through to him I do not know who else to try to talk to. I just want them to fix the right part, and not charge me because they misdiagnosed it orginally. They are trying to tell me that my car needed all this work and that they took care of one out of two issues my car had which is NOT true. I hear the same exact thing I heard before any work was done to my car. Nothing that NEEDED to be fixed has been fixed. They changed a part that did not need to be changed.

Mwarner of Tustin, CA January 10, 2008

We purchased a Honda Fit n July, 2007. We had to wait approximately 3 hours AFTER deciding on our chosen car before the paperwork and 'wheeling and dealing' was finished. The finance manager kept issuing the wrong paperwork and had to redo it at least 3 times (I lost count after awhile). I was ready to forgive this annoyance however, because the dealer, in charge in internet sales, was as nice (and dare I say it) as seemingly honest as can be for his chosen profession, and helped ease us into our first car purchase. We were happy with our choice of car - very much so in fact. However, it was nothing but problems with from the beginning (did I mention their inept finance department?) who hadn't added our details onto their system until just last month, to their rude and unhelpful 'service' department, who took forever to sell us the transmission and brake fluid we needed and then weren't helpful at all when the Fit broke down while my husband was at work (luckily not on the freeway) and refused to see the car the same day because it was after 2pm (what kind of ridiculous hours are these?!?) 

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