I drive an older Honda with high mileage. Last Fall I thought I needed a new engine, so I took my car to Mel Rapton Honda at Fulton/Business 80. I did not need a new engine, I needed a new a/c compressor. I had the work done and didn't think much of it again until we had a hot day this month. I needed to use my new air conditioner for the first time since having the work done, and I found it was blowing out hot air. Sounds like a bad review, but hang in there with me and you will understand why this is a great review.\r
I called Mel Rapton and spoke to a service advisor. He said that although the work (part) was covered for 12 months, I had exceeded the 12,000 miles, therefore the work (part) was no longer covered under warranty. He said I could bring my car in and they would diagnose the problem for free anyway.\r
So, I took my golfclubs for something to do while I waited (they are right across the street from Haggin Oaks golf course/driving range), and turned over my car for inspection. Unfortunately, my service advisor, Mike Lyman, came out to tell me that I once again needed a new a/c compressor. He said he would try to call the Honda parts rep. to see if they would cover any of the cost under the circumstances, but the rep. said no. I was very surprised and disappointed to hear the news as the parts and labor last visit were about $1,300-$1,500 (can't remember exactly), and I was concerned about the unknown root of the problem.\r
I was upset about facing the possibility of having to fork over another $1,300-$1,500 for something I just paid for, as well as being without a car for another 2-3 days (although they do have a great shuttle service). What could I do though? I did not discover the problem until after I exceeded the warranty limits, so technically, it was gonna be on me. In my 40 years of experience, the automotive service industry has always been, well...let's just say a little less than sympathetic.\r
Here is where Mel Rapton won me over. My service advisor Mike Lyman went into service manager Bob Bellumini's office and they talked for a while. It seemed to be a lot of discussion over an air conditioner for an old car, none of which is under warranty anymore. To my surprise, Mike came out and did something totally unexpected, he told me the truth and told me they were gonna take care of everything, including a loaner car, all for no charge.\r
What had happened was that I had not paid for some sort of filter that should have been put in when the a/c was changed, so the Honda parts rep. said no to replacing the part. The current condition of my air conditioner placed my alternator and engine at great accute risk of failure, so I couldn't drive the car anymore until the problem was fixed. The service advisor and manager had decided that rather than lie to me and make me pay for everything, they would not put me at risk of breaking down and ruining my car, they would tell the TRUTH, loan me a car, and repair everything for FREE.\r
I am going to forward this review to the dealership manager, Katina Rapton, and Honda, and please don't be upset with them for telling the truth, even if it cost some money for the dealership today. I don't even care that there was a mistake made on my first visit. It is such a refreshing change in today's business climate to have a business tell the truth even if it interfere's with profit, I will be now be your customer for life, and will be your most outspoken word of mouth advertiser. I love my high mileage Honda that still runs like a champ, generally with very little trouble. But when the time comes that I have to say goodbye, I already know where I will be shopping for my next Honda.\r
My sincere thanks to the gentlemen in the service department, and Mel Rapton's management in general for running an honest business.\r
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Sincerely,\r
Jeniffer
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