Grainger Honda

Grainger Honda responded

The Customer brought his car to us on 12/13/12 for the following concern 'customer states while driving,vehicle will shudder and cut off. No acceleration.' The other concern noted was 'customer states heat and a/c is inop'(short for inoperative). The repair order was written by our Red Team Serviced Manager Ike and dispatched to a tech for diagnosis. After scanning the car we retrieved a code for the egr(exhaust gas recirculation) valve malfunction. Our initial inspection also showed multiple oil leaks and a failed motor mount. We recommended replacing the egr valve along with a valve cover gasket,vtec(variable valve timing and lift electronic control) solenoid gasket and distributor o ring. We also recommended replacing the failed front motor mount. The Customer agreed and we performed the repairs as authorized. The car was picked up 12/14/12. The Customer contacted us the evening of the 12/14 to let us know the car stalled and would not start. We dispatched a tow truck and began our reinspection on 12/15. The fault was written as 'customer states the vehicle cut off and the check engine light is on'. Our tech proceeded to inspect the car and found egr flow and catalytic converter codes present (the catalytic converter code was not present upon our initial inspection). Ike brought this information to me and I contacted the Customer. I explained what we had found and what the cost was for the OEM (origonal equipment from the manufacturer)catalytic converter and what the cost of the 'after market' converter. I suggested we install the aftermarket part due to cost. I offered to split the cost with the Customer and he was not pleased. As per goodwill for a valued customer I replaced the converter in the car. After it was replaced we also cleaned the egr ports and road tested. We did not recreate the fault of vehicle shudders and cuts out. We also had no system faults return (no check engine light). The car was picked up on 12/19 with no charges to the Customer. The Customer contacted us that evening and let us know he had stalled out and the car would not start. We picked the car back up and proceeded to recreate the origonal concern(the car started upon initial start with no codes present). After recreating the origonal concern we then began multiple system checks. We serviced the throttlebody(throttle plate was sticking) and ensured the egr ports were still clear (no codes were present).We did find that we lost spark when this condition occured. We determined that a failed igniter and coil were due. I contacted the Customer and explained what we had found. I needed to be sure this situation was resolved. I asked the Customer for permission to drive his car to my house in Rincon (approximatly a 50 mile round trip), and I was given permission to do so(the date was 12/21). I had no issues while driving the car. I did note the 'lamp out' indicater was lit on the dash. We replaced two bulbs (complementary) upon my return to the shop on 12/22. We contacted the Customer on 12/22 to inform him that his car was ready.I also had gone over the charges with him and documented it on RO#166374 as follows: The Service Manager (Steve Ciolko) test drove the car 50 miles and had no 'stalling' or 'lack of power' concern present. Replaced bulbs that were failed (complementary) and also noted fluid services will be due periodically along with the timing belt. We alsonoted further oil leak repairs will be due (possible oil pan/seal behind timing cover). As per agreement with the Customer we are charging for this repair less the cost of the egr valve replaced on RO#166014 (due as per code retrieved from system) and the converter replaced as goodwill for a valued customer on RO#166115(due as per code retrieved from system when the car returned for a second time). Both noted repairs did not address the origonal complaint of 'Customer states while driving, vehicle will shudder and cut off. No acceleration. We have this complaint addressed and corrected. The Customer returned to our store on 12/31 to have his car rechecked for oil leaks. We noted the oil leak repairs performed on RO#166014 were not leaking. We did note active leaks are present from the rear main seal, oil pan and front engine seals. We also stated that after these leaks are corrected we will need to re-inspect for a possible transmission leak. The Customer was not charged for the re-inspection and left after being presented with the invoice. After further review, we refunded the charges for the 'oil leak' repairs performed on RO#166014. After reviewing all documents I determined that we did not properly inform the Customer of his fluid leak condition. The oil leaks that were repaired on RO#166014 were due, but the rest of these leaks were not discussed with the Customer upon initial consultation. I must state that this is not how we do business at Grainger Honda. I want to apologize to the Customer and to all of our customers who read this. We are professionals and this situation does not reflect how we operate on a daily basis. The initial tech involved with this repair has been reprimanded (if we had properly roadtested as mandated by our Company policy, we would have known the repairs were not complete) and Ike is no longer with our Company.