Brickell Motors
February 13 Rick Barraza

February 13Rick BarrazaGeneral Manager Brickell MotorsMiami, FLMr. Barraza: I would like to bring to your attention my recent experience with your company, Brickell Honda. Last Saturday, February 9, I took my 1999 Honda CRV for the 100,000 miles tune up. I arrived at approximately 10:30 am and was immediately instructed to park my car in the service area. What happened next was very alarming and upsetting. While waiting for more than 15 minutes for an attendant, I witnessed a couple visibly upset by what one of your employees was telling them would be the cost of their car repair. He repeatedly told them “Don’t worry, I am very honest”. Another employee chatted with two friends for ten minutes while I stood there. I was finally greeted by someone who introduced himself as Isy Molina, who after searching my vehicle’s vin number told me the car had two recalls. He then brought over a mechanic to “educate me” about the potential problems with my vehicle. The mechanic asked how many times my car had stalled on the road. When I answered that my car has never stalled, he insisted that I must be having problems with the car because of manufacturer defects. I again insisted this was not the case. To prove his point, he asked Mr. Molina to print my car’s service history. The mechanic then said I had previously reported the car having electrical problems. It wasn’t until I repeatedly insisted he was wrong, that they realized they had pulled the wrong record. As you can imagine, your mechanics credibility at this point was questionable. When I mentioned a noise that felt like a small vibration, the mechanic suggested we go on a test drive. He speculated about possible causes and continued to bash the CRV claiming it has major manufacturer defects. Once we returned to the dealership, I was told that the tune up would cost $339.00 and that I would receive a call if any additional repairs were needed. I informed the mechanic that I needed the car returned to me the same day and was told it would not be a problem. At 1:07 pm, I received a call from Isi saying that more repairs were needed for a total of $1,500. When I asked him to explain the repairs and the reasons for the high estimate, he told me could drop the price to $1,200 � implying he was giving me a discount. Again, I was told the car would be ready the same day. I begrudgingly agreed to the repairs and was told he would call me back when the car was ready. I never received a phone call. At 4:00 pm, I called Mr. Molina and got his voice mail. I called the dealership’s main number and was transferred to the Service Department. Nobody answered. I called the receptionist again and was told the Service Department was closed for the day. I decided to go to the dealership to try to pick up my car. I was told by the receptionist that everyone was gone. When I asked her where my car was, she responded “I am just the receptionist” to which I answered “I am just a customer who will never do business with this dealership again”. The receptionist then contacted someone in Service who told her that my car was not finished. At 4:17 pm, I left a message on Mr. Molina’s voice mail expressing my dissatisfaction and frustration because my weekend plans were ruined and that I needed a car to go to work on Monday. I received a phone call from Mr. Molina at 7:30 am on Monday morning informing me, saying that the repair was going to take more time and that I could pick up a rental to use until the following day. This was little consolation since I had already inconvenienced my family and friends several times during the weekend and to drive me to work on Monday. I called on Tuesday to check when my car would be ready. I went to pick up my car at 2:00 pm and to my surprise the bill was $1,687.16What started out as an over $300 tune-up has turned into a $1,678.16 lesson in lack of professionalism and deceptive commercial practices. No one had the courtesy to call me to let me know my car would not be ready at the agreed upon time. I also question the cost of the repairs and the offer of a supposed discount. While your dealership may be expanding, you fail in customer service. Therefore, I will no longer do business with your company. I am also sending a letter to Honda of America about your mechanics tactics to sell more parts while trashing its vehicles. As an informed consumer, I will also be posting this letter about my experience with Brickell Motors on several blogs and auto consumer web sites. Respectfully, Jairo Marín

Company: Brickell Motors
Country: USA

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