On Nov 11 2019 I brought my new (2019) civic in fo...

On Nov 11 2019 I brought my new (2019) civic in for its first oil change. I had received two coupons in the mail which would be honored by many Honda dealers in my area. One coupon was for a reduced rate for a full synthetic oil change and another coupon for a complimentary tire rotation. The work was done promptly and they also informed me that they applied a recall software update for free. The recall notices had not yet been distributed in the mail yet but they did this work in advance while I was there. This was a good thing! :).

I signed off on the work and drove off. Later that night I realized that I was charged 19.95 for the tire rotation (which was supposed to be complimentary according to the coupon) so I called back and contacted Rafael (aka Mario) about it. He apologized for the mix up but later he said he would not have access to that work order (and coupons I submitted) since there was warranty work involved so the paper work had already been sent to administration and could not be pulled to access the coupons. He added he would honor the tire rotation on the next visit. I have not called back to follow up with him since then I've been sick and lost my voice.

He was courteous and he did try to do the right thing ( pull the work order at my request). It seems that with out proof of a coupon they could not simply reverse charge my credit card for the difference (19.95).

Having normal expectations, I understand that they could not reverse the charges without first reviewing the coupons. Without that review he could be committing fraud.
My same normal expectations are at a loss for how this (19.95) refund will be possible in the future when this whole mix-up is forgotten.

The process used here can be improved by allowing the service advisors a way to pull read-only copy of warranty work orders with coupons even after they have been submitted to administration. Without a process update, I will refuse to submit any future coupons to a service advisor (at any location) until after the work is done and before I sign for invoice charges.

I want to believe that Rafael did everything in his control to make things right with me (the customer), however, his hands were tied without being able to pull the warranty work from administration and I find it dubious that I'll see this 19.95 refund.

In response to Owner's response: Since my second call out to the service department, I have not had time to follow up. Please clarify 1) who I should follow up with and 2) what should I expect to ask about for this follow-up.