Wrote e-mail to the people in charge at Grappone Honda(Bow NH location) about a service issue/concern . No response even after 2 e-mail attempts. Really poor customer service

Read the whole story below. Pretty disappointed with the situation.


--- On Sunday, 6/27/10, <[email protected]> wrote:

My wife and I contacted you almost a month ago looking for a response for our service concerns. See below. Are you planning on looking into our situation?

Look forward to your repley,

Rich and Deb


--- On Tue, 6/8/10, <[email protected]> wrote:

> From: <[email protected]>
> Subject: Recent Service at Grappone Honda in Concord, NH
> To: [email protected], [email protected]
> Date: Tuesday, June 8, 2010, 10:16 PM
> Date: June 8, 2010
> Subject: Service on 5/28/10, INVOICE # 385042, TAG #
> T2999
> To: Greg Grappone
> Amanda Grappone Osmer
>
> We just wanted to share a recent service experience at the
> Concord location. We brought our 2005 Honda Odyssey in for
> service on May 28th at 7:30 in the morning to have
> transmission fluid changed and to have the air conditioning
> system serviced. We were told that we would receive a call
> when the work was completed. If the air conditioning
> involved more than a recharge, we were told we would receive
> a phone call prior to any work being done.
>
> At 4:15 pm we still had not received a call letting us know
> when our vehicle would be ready. Being concerned, we
> called to see what was going on. As we were talking to
> Eric Forsing, service advisor, the technician came in. We
> were then told that the air conditioning system was empty
> and the AC condenser was damaged and had to be replaced.
> We were quoted a price of $800.
>
> We were very concerned that we never found out about this
> significant repair until nearly closing time, after we
> initiated the call, and especially since our vehicle had
> been left there all day long. There would have never been
> enough time to fix it at that point in the day anyway.
> Secondly, we were told that we would receive a call if it
> was anything major, and we ended up initiating the call.
>
> We showed up to pick up the vehicle as scheduled. Rich
> was told by the service secretary that Eric Forsing was busy
> doing other service reports, and it would be a little
> while. We had three children with us, so Rich explained
> that we needed to get the paperwork completed quickly. Rich
> requested to speak to Eric. While he was waiting, another
> customer, Ryan Sheets, was saying that his car had been done
> for over an hour, and he was still waiting for his paperwork
> to be completed by Eric. The service secretary did
> indicate to Ryan that she had reminded Eric twice that he
> was in the waiting room.
>
> Rich then requested from Eric to speak to the service
> manager, Ken Shevlin. During Rich's discussion with Ken,
> he stated our dissatisfaction with how our situation had
> been handled, as well as the other customer's situation,
> Ryan Sheets. Ken stated that they had been busy that day,
> and Rich questioned him at to why he was not jumping in to
> support his service advisors. Ken simply said he was sorry
> but that there was nothing more he could do. He did not at
> all try to suggest any ways to correct our situation or have
> any explanation as to the lack of follow through with both
> how our service experience and Ryan Sheets' service
> experience had been handled.
>
> This is the third Honda vehicle we have owned and bought
> from Grappone. We have always gone to your dealership for
> service, expecting more from the dealership where we bought
> our vehicle. Unfortunately, this experience and one other
> past experience have really discouraged us from either
> buying or servicing our vehicles through your dealership.
> We have yet to get the air conditioning repaired, due to the
> excessive cost and the frustration we experienced with Eric
> Forsing and Ken Shevlin.
>
> We would appreciate a response to all of our concerns
> stated above, and we hope that this letter to you will make
> a difference in how customer situations are handled in the
> future.
>
> Rich and Deb