Melaney Aec
map-marker West Warwick, Rhode Island

Terrible Customer Service by Balise Honda

Balise Honda Of West Warwick - Terrible Customer Service by Balise Honda
This complaint will detail my extremely poor customer service experience with Balise Honda of West Warwick. My concerns about the degradation of the paint and clear coat on my vehicle were ignored until I called out the assistant service manager. Once the assistant service manager could no longer hide my concerns he quickly said there would be no assistance by Honda to repair my vehicle. Here is my complaint in detail: On October 20th, 2017 I contacted Assistant Service Manager Andrew Brodeur at Balise Honda of West Warwick, which is located on 509 Quaker Lane in West Warwick, Rhode Island. The subject of the e-mail (along with a picture of the damage) regarded how the paint and clear coat on the trunk of my 2007 Honda Civic Ex was coming off. This same problem had occurred on the roof of the same vehicle approximately a year prior and Honda decided to pay 50% of the cost to have the roof repainted. This was my expectation for the trunk, as it was the same issue paint and clear coat issue on the same car, but the customer service I received was nothing short of terrible. When I received no response to my initial message, I sent a follow-up e-mail on October 23rd asking for Mr. Brodeur’s assistance. I e-mailied before calling due to the fact I like to keep records of how companies handle certain situations, and I had already established an e-mail connection with Mr. Brodeur when Honda helped repaint the roof of my vehicle. Again, I received no response despite informing Mr. Brodeur that if I did not receive a response by Wednesday, October 25th, I would call him. On Tuesday, October 24th, having still not heard from Mr. Brodeur, I sent a service request using the dealer’s contact form and detailed my complaint. I also highlighted Mr. Brodeur’s complete failure to responding to my complaint. On Wednesday, October 25th, Mr. Brodeur e-mailed (rather than called) me and said he had spoken to American Honda Motor, Company, Inc. and they were denying any Good Will repairs to my vehicle. This was outrageous for how it broke the protocol the very same dealership used a year prior when I complained about the paint and clear coat on the roof of the vehicle coming off. At that time, I was invited to the dealership where a member of the service team took her own pictures (despite me sending my own via e-mail), detailed the complaint to Honda American Motor, Inc. and received a reply within two business days from Honda saying it would help. Instead, my concerns were ignored and when I pushed the issue and made it visible to others, Mr. Brodeur hit me with a quick denial of Good Will repairs without ever seeing me of my vehicle. The level of customer service was completely lacking, and the dealership failed to meet every standard it established previously. I understand my vehicle is a little on the old side, but it ha less than 71,000 miles. The paint and clear coat on the trunk is steadily growing worse and needs correction paid, at least in part, by Honda. What adds insult to injury is that Mr. Brodeur told me in February 2017 (when the roof of my car was repaired) that Ii should have purchased a Honda with lighter paint, because that;'s what he did knowing about the paint issue. When I told him I was not aware of the paint and clear coat issue, and that the sales person never disclosed the problem, he just shrugged. That is simply another example of how poor the business ethics are.
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Reason of review:
Poor customer service

Preferred solution: Honda pays all or half to repair paint and clear coat damage to trunk.


Your car is 10 years old. The value of your car is about 1000 pounds.

The paint job will cost at least 500 pounds.

You cannot expect good will repair on a 10 year old car.

Melaney Aec
reply icon Replying to comment of Guest-1401189

You've got some skill valuing my car without ever seeing it. And a good-will repair is exactly what I got less than a year ago.

The vehicle is in good, lightly used condition with 70K miles. Paint and clear coat problem is well-known.

Did you even read the full complaint? Doesn't seem like it.

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