ComplaintsforPenticton Honda Centre
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Complaint Details
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Initial Complaint
05/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Bought new Stihl hedge trimmer in Sept 2023, comes with 1 year warranty.Failure 1 - battery charged fully, wont turn on - brought in October 2023 - no problem found.Failure 2 - battery charged fully, wont turn on - brought in May 2024 - no problem found Failure 3 - battery charged fully, wont turn on - brought in August 2024 - Customer Neglect $100 cleaning charge Contacted Dealer asked for Dealer Principle 3 times without them giving me the info.Contacted STIHL *** 2 times without response.Honda contact *************************************************** Stihl contact *******************Business response
23/09/2024
REF 22244582
As I am sure you are aware rertailers/ small business have real cost to provide services for our customers.
This customer has been bullying my service departmnet staff and clearly told them that they had put cooking oil and dirt on
the hedge clipper bar. Customer refuses to read the owners manual and follow the directions to lubricate and clean the cutterbar.
Hi *****, I wanted to reach out to you personally. I am *****************, the dealer principal of Penticton Honda Centre for the past 36 years working in the dealership.
I have been following your repair file, and have also tested your Stihl HSA 45 on my Juniper bushes for approximately 15 Minutes and can report that the
product works excellently. We have also found this particular product to have a very very low rate of warranty return, excellent consumer reports and field
feedback is also very positive all for $179.00 When I reviewed your past visits we had done a simple lubrication and test. I can not confirm if we reviewed the use of
hedge clipper lubricant with you at the time of pick-up but as you have been made aware this is required for best results as it keeps sap or pitch from building up on
the cutter bar. On your third visit, the machine was at the point where the cutter bar was so full of sap and pitch and would no longer reciprocate. We did go ahead and
cleaned the cutter bar and tested the unit, unfortunately, this is not something that is covered under warranty as it is not a manufacturing defect. It has been pointed out to
me that you have lost all trust in our service department and are not willing to accept our diagnostics and repair. With this in mind, I will not charge for the repair and recommend you visit a different dealership for further maintenance of your products.
Kind regards
*****************
Penticton Honda Centre
Ph: *************
Fx: *************Customer response
25/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *********
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.