ComplaintsforGore Motors Honda

• Initial Complaint

  25/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Honda CRV broke down in Northern Ontario while we were on a road trip and was towed to Gore Motors on September 6. I spoke to Grant, the service manager, in person on the morning of September 7 (I had to walk over to the dealership as no one was answering the phone or returning calls). On Sept. 7, Grant went over the suspected damage and repairs needed and he said there shouldn’t be an issue with having the repairs covered by warranty. Grant told me I needed five oil change receipts as my vehicle was 5 years old. I explained my most recent oil change was in December 2022 because it wasn’t yet due this year, which he assured me would be fine. I had my five oil change receipts sent to Grant by email, per his request, in the afternoon of September 7. I emailed Grant four different times over the week between September 7-15, waiting at least one business day for a response each time. On September 15, Grant emailed stating that I need receipts for 2021 and 2023, despite having told me in our conversation at the dealership on September 7 it would be completely fine if the fifth receipt was from December 2022. Our road trip began in August 2023, and the oil change wasn’t yet due. No oil change was needed in 2021 due to the covid shutdowns. I was working from home and we had no extra-curricular activities, so there was no need to drive anywhere. I had two oil changes in 2020 and 2022, before and after the most significant shutdowns. I emailed the general manager, Jeff *********, on September 15 after Grant stopped responding to my emails. I sent a follow-up on September 19, and a representative from Honda Canada also left a voicemail message on the same day. When I still had not received any response, I sent a registered letter which was received on September 22. As of this writing on September 25, I have still had no meaningful or helpful communication from Gore Motors, and Jeff ********* has completely ignored my emails and letter.

  

  Business response

  11/10/2023

  Dear Ms* ********
  
  I wish to thank you for contacting us, and I acknowledge your newly created BBB file #********* multiple email communications to & from our dealership, and the registered mail which I received on Friday September 22nd. I trust you have already received a response from our dealership via email sent by your Advisor on Monday September 25th, followed by a written response sent to you via registered mail the following day.
  Ms. ******* I fully understand that a vehicle breakdown of any description is never convenient nor planned. I’m sure you can also appreciate in much the same fashion that a service facility may not always have reserve capacity to accommodate a larger repair without advance notice. That said, I also understand that your vehicle has been disabled for some time, for which I do apologize as I’m sure this is very inconvenient.
  My understanding is that it was explained to you upon vehicle arrival or shortly afterward that for any major engine repairs to be authorized under warranty, we would need to have proof of reasonable maintenance leading up to the engine failure. For this specific type of failure, the minimum standard is documented proof of 1 engine oil & filter change for every 12 month period since new. The Advisor noted that this threshold was met, with the exception of the calendar year 2021 for which no engine oil & filter change took place. Ms. *******, as your servicing dealer we were not able to confidently confirm warranty coverage for any engine repair based on this shortfall. To this end, we did reach out via proper channels to the vehicle manufacturer to request guidance & confirmation of coverage. This process typically takes up to 7 days to complete. This effort was an administration process intended to protect your interest. We do not want to create a situation for you where significant labour and/or parts charges are owing and the claim is denied. The result of this process was the request by the vehicle manufacturer to obtain customer authorization for partial engine teardown, for the purpose of inspection & root cause analysis. Please note that this is normal. Until such time as a warrantable defect has been determined, the vehicle owner is responsible for diagnosis and/or repairs. We reported this to you, and you authorized partial teardown of the engine, which was completed.
  Internal inspection of engine components revealed significant evidence of metal filings inside the oil pan, oil galleries, timing chain and camshaft. Also of particular note is significant signs of scoring & damage found on main & connecting rod bearings. It appears that failed bearing shells have been damaged to the extent that the metal filings from them have circulated throughout the engine along with the contaminated engine oil. Metal filings found in the upper engine region confirms this belief. This finding was relayed to Honda in detail, and ultimately was taken into consideration in the warranty department. Ms. ******* I am pleased to report to you that this repair has now been authorized, as we had hoped for from the start. I can also add that the diagnostic time you authorized will become part of the warranty claim, therefore no cost to you. With this recent news, someone from our service department will be reaching out to you today to review next steps. Thank you again for contacting us, and enjoy the rest of your day.

  Customer response

  11/10/2023

  October 11, 2023
  
  Complaint: ********
  
  Good morning, 
  
  It appears Gore Motors is not fully understanding the primary nature of my complaint. My vehicle has now been at their shop for a total of five weeks. During that time, I have sent approximately 20 emails, many of which copied the general manager. I have received responses on only four different dates (Sept. 15, Sept. 25, and Oct. 2). 
  
  Note that Sep. 15 was the first response I received, which brought to my attention the issue of a missing receipt (which was due to Covid shut downs and not driving my vehicle, which I've mentioned numerous times, including in my BBB complaint). As already indicated, the service manager confirmed that five receipts would be acceptable, even if they weren’t exactly every 12 months, as long as regularly scheduled maintenance and upkeep had been performed on the vehicle, which it clearly was.
  
  I originally sent the receipts on Sept. 6 and it took 9 days for them to even be acknowledged by the service manager. The general manager has not acknowledged my emails at all, and no, I have not received any registered letter in response. 
  
  While Gore Motors cannot control decisions made by ***** ******, nor delays related to ordering parts and high work volume, that is not the primary concern I have been expressing for the past five weeks. As I've indicated a great many times, including in my registered letter and in a follow-up email sent Sept. 27, my frustration is with the lack of communication and unreasonable delays in receiving updates, as well as many of my questions being outright ignored. 
  
  Never once has anyone apologized for the extreme delays, nor answered any of my follow-up questions, sent repeatedly. 
  
  Sincerely,
  
  Jillian *******

  Customer response

  11/10/2023

  I further wish to acknowledge the costs of diagnostics and all repairs related to this internal failure will be covered by my extended warranty, as should have been the case five weeks ago. The delays in that regard are the fault of ***** ******* and not Gore Motors.  Much frustration and delays could have been avoided with significantly improved communication. When a consumer emails a business and repeatedly asks the same questions - all done in a respectful manner - then starts copying the GM and filing complaints, this should be a signal to the management they need to provide additional ******** ****** support to their staff team. Instead I've heard nothing but excuses, or my direct questions and concerns have been completely ignored. Even in the response to my complaint, the focus was on ***** ******** delays, rather than Gore Motors' ********** communication throughout this process. Thank you. 

  Customer response

  11/10/2023

  I simply wish to add that it is now the end of the day, and I still have not heard from anyone from Gore Motors, as promised. 

  

  Business response

  16/10/2023

  Dear Ms. ********

  I have already reported to you all known material facts available during my letter of October 11,2023. While not all of the statements you have made to date are 100% accurate, the focus has instead remained on furthering this process and get your vehicle returned to you. As of the date of this response to you, although you have already been advised, I can further confirm that all parts that we can foresee as being required to complete this repair have been ordered. You were also advised that a rental vehicle has since been authorized as of October 13th, and my understanding is that you you were accepting the rental vehicle today. You were also advised that once we have received all required parts, we will be able to email you an approximate completion date. You are more than welcome to contact us at anytime, but we will not be emailing you daily without cause. Ms. ******* I cannot control all aspects of the administrative portion leading up to the actual vehicle repair. I did apologize to you in my letter to you on October 13th, and will again apologize to you as I’m sure this is very inconvenient. I trust this response along with previous communications clarifies your inquiry. Please enjoy the rest of your day!

  Customer response

  16/10/2023

  I stated nothing inaccurate, and not once have I ever asked for a "daily email without cause". I simply asked for a reasonable response time, and answers to my direct questions which were repeatedly ignored.  An email once weekly would have sufficed, or an actual response to my questions. Unnecessary delays in requesting documentation for the initial warranty coverage inquiries were caused by a lack of follow-up by Gore Motors. Four emails over a period of six weeks, the content of which did not even acknowledge, let alone answer, my questions is inadequate. Even after I specifically communicated frustration over the lack of communication, and my direct questions being ignored, still no acknowledgement or answers were given. 

  I am glad this is finally proceeding, *** ** ****** ***** **** ***** * ********** ****** *** ****** ********** ******* *** *** ****** ** ******* * ****** ******** ** ** ******** ********* *** *********** ** *******. I actually was only able to get a rental today. I received an email from Grant stating that he would provide an update with a timeline, but thus far have not been given any idea of how long the repairs will take. 

• Initial Complaint

  13/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a safety recall from Honda regarding a fuel leak due to frame corrosion. Nowhere on the document did it state that if the vehicle failed, it would not be returned. My vehicle failed and I was told a price they were willing to give me towards a new vehicle and a separate price for a payout. I was notified in the letter that if there was a buyout, I would be given a rental vehicle. I’ve had no vehicle now for several days, no follow up and no returned phone calls from Gore Honda. They have not given me a replacement vehicle and I’ve been having to rely on other to drive me to work and I’ve also had to taxi as well. I’ve called the dealership over a dozen times, I’ve called Honda Canada and neither have gotten back to me, despite each time assuring me that they would.

  

  Business response

  26/09/2022

  We are sorry to learn that you were unhappy about the results of the warranty inspection on your vehicle sir. As you know, the manufacturer had recalled a number of 2006 – 2014 model year Ridgeline vehicles to inspect for a possible defect which could potentially compromise the safety of the vehicle’s occupants. As a dealership, we stand united with the manufacturer to ensure the safety of our mutual customers. Unfortunately, your vehicle failed the inspection and as a result needed to be taken out of daily service. My understanding is that in consideration of this situation, a manufacturer-driven process was followed by the dealership which included a rental car, and a cash payout offered to you by the manufacturer, which you accepted. Please note that under the directive of this recall, the vehicle valuation calculation uses a fair methodology, and is pre-determined by the manufacturer using several factors such as vehicle age & mileage. My investigation also revealed that unfortunately no local rental cars were immediately available upon vehicle inspection, however one was provided for you from September 16th – 22nd. I sincerely hope this explanation assists in some way to demonstrate our appreciation we have in you as a customer, and wish you all the best going forward.

  Customer response

  07/10/2022

   
  Complaint: ********
  
  I am rejecting this response because:  There was no rental provided for an extended period of time and unnecessary expenses and inconvenience was incurred on my behalf.  I was forced to take a taxi home from work, as they left me stranded with no vehicle, rental or courtesy shuttle.  It took over 15 phone calls to get any sort of response, which I eventually was provided an unsuitable rental, which I was charged for a fuel surcharge, despite returning it to Gore Motors with a full tank of gas.  Not one person at Gore Motors seemed to know what their job was and continuously passed the buck to another department.  Communication was horrible every step of the way, including calls to Honda Canada, who also did not return calls as promised.  Furthermore, it wasn't until I signed my vehicle over, that I was informed that I could have signed a waiver, ultimately keeping my vehicle instead of being ********** into accepting an apparent non-negotiable offer.

  
  Sincerely,
  
  Rob *****

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