Loc: Pacific Northwest
|Posted: 10/5/2012 4:24:24 PM|
The window in our van wouldn't roll back up last Wednesday (Sept 26th). My husband took it to the local Honda dealership (we have an Odyssey) to see what the problem was and how much it would cost to fix. They ran a diagnostic and then we had to pre-pay for the part (the regulator was dead) that had to be ordered. He was told the part would be in Friday. The quote to fix it was $281. He paid $135 before he left (for the diagnostic and part).
Friday came, no phone call or message.
Saturday, I called and asked if the part was in. It was. It was noon. I asked what time they closed and was told 3pm. It's a two hour job, so DH drove over right away. He was told they only do oil changes on weekends. Well, really Saturdays, because the service department is closed Sundays. DH said the lady was very snotty and acted like he was a huge inconvenience. So DH went ahead and made an appointment for Monday afternoon after work.
We decided not to drive to Seattle for an overnight trip we had planned (we really need to go to Ikea) because we didn't want to park in the city without secured windows.
Monday, DH takes the van in at the appointment time. He was told that he was tried to be reached on Friday, but they got no answer. There were no missed calls or messages for DH that day at all. Anyway, the van is fixed and he is charged another $193. He asked why it was so high and they lady gave him a very confusing answer about the diagnostic performed the first day (that we already paid for) and the $193 (not including tax) was for the two hours of labor that day at $95 per hour. DH went ahead and paid it.
I called a few days later to ask why it cost us $328 total instead of $281 like we were quoted. I was asked my name and phone number and was told I would be called back in a few minutes so they could pull our file. An hour later, I called them back. They lady explained to me that she didn't include the diagnostic in the original quote.
So, I decided to write the owner of the dealership an e-mail about the whole process from DHs first trip there on Wednesday, to his third trip there on Monday afternoon.
He called me this afternoon and told me he wanted to mail us a refund check for the charges over the original quote of $281. He also offered us a free oil change, tire rotation, and car wash if we would consider bringing our van there again to show us that their service is much better than the experience we had.
I did not expect a refund of any kind or any offers for free anything. After the way DH was treated during that second visit, we had already decided not to give them any more service work in the future. Then the third day extra charge surprise just reinforced how we felt.
Loc: Pacific Northwest
|Posted: 10/5/2012 4:33:29 PM|
I should clarify, the owner did not call me personally. The manager of the service department did. I had to send the e-mail through the dealerships website because I couldn't find an e-mail for the owner/president of the dealership. I stated in my opening sentence that the e-mail was for the owner, but I doubt he's read it.
Loc: Washington State
|Posted: 10/5/2012 4:34:34 PM|
They sound like they are trying to make it right, so I would be inclined to give them a second chance if it was convenient to do so. But, I also avoid taking my car to the dealership for repairs. They always seem to cost more than the independent shop. So, I would also look for a non-dealership option for future repairs.
Tier 1 Baking Pea
Loc: Hudson Valley, NY
|Posted: 10/5/2012 4:35:47 PM|
Is your vehicle still under warranty? If it isn't, I would find a local shop to handle any future repairs - but I would definitely be taking my car in for the free stuff.
My president has 6-pack abs.
Loc: Here today, gone to Morocco.
|Posted: 10/5/2012 4:38:07 PM|
What was your intention in writing the letter? Did you just want to be heard? Or did you want them to make it right?
I think they have validated your statements that you were mistreated and overcharged, and that they are doing everything (if not more than) I would have expected to retain your business. I would give them another chance.
Is there any other reason you would not want to go back there?
|Posted: 10/5/2012 4:48:31 PM|
Honda dealers ae under incredible pressure from corporate for customer service. They want to make it right so that if you are called for a survey you will give a good review. Take it and enjoy it. And try a different Honda dealer. The one we have in town? Baaaaaaad. The one we go to now? Fantastic!!!!!
Loc: Pacific Northwest
|Posted: 10/5/2012 4:51:31 PM|It's not under warranty anymore. We just moved to Washington state from Virginia in mid-August, so we haven't really had an chance to find out much about the area. That's why we decided to just go ahead and take it to the local dealership.
We'll definitely be asking neighbors who they think is a good local shop.
Mirabelle - we are in the market for a second car and I wanted to let them know why we wouldn't be purchasing one with them. Since we have a Honda and we are very happy with it (it's almost 9 years old), we would like to get a Civic or Accord for DH. I also thought they should know that the quote we were given didn't match the final price and suggested that quotes given from now on include the diagnostic as well.
Loc: Pacific Northwest
|Posted: 10/5/2012 7:25:43 PM|
I asked my friends and family on facebook too, and they think we should accept the refund and get the oil change and then make sure we fill out a survey about how well they did with trying to correct the experience.
I felt kind of weird accepting a refund because they did do a diagnostic, even though it wasn't included in the quote.
|Posted: 10/5/2012 7:29:20 PM|
It sounds as if they realize their mistake and are trying to make it right.
I would take them up on all offers and see how it goes. You can decide on your future dealings with them from there.
|Posted: 10/5/2012 8:03:41 PM|
I would accept the refund. You were charged considerably more than the quoted price.
Loc: wherever the army sends us
|Posted: 10/5/2012 8:08:52 PM|Take them up on it and then find another dealership. When I read your OP I swore you must have been talking about the Honda dealership here in Newport News. I gave them 4 chances and now I drive an extra 30 min to avoid their disfunction.
A veteran is someone who, at one
point in his life, wrote a blank check
made payable to 'The United States of
America ' for an amount of 'up to and including my life.'
I live for the applause applause applause...
|Posted: 10/5/2012 8:29:53 PM|
Take them for everything you can!!
FYI i bought a used car from a dealer in Dec and by end of Jan my front window wouldn't go up or down. It was the regulator. The mechanic fixed it for $289 and it took all afternoon.
Over the course of 5 years the same thing happened to both back windows and since I don't need to roll them down I opted to be real ghetto and tape the windows shut instead of paying $600 to fix them.
Last summer I got a card tucked on my car from a local place that specializes in car windows only. They Fixed both regulators in an hour for $85 each.
Moral of the story is -- NEVER EVER go to the dealer.
So take the free stuff and find another mechanic.
WHO PUT A DICK IN THIS BOX?
|Posted: 10/5/2012 8:56:07 PM|
He wants to make it right--id take him up on the offer.
On dry runs Santa drives the Isuzu
Loc: Vancouver Island, BC, Canada
|Posted: 10/5/2012 9:41:08 PM|
Take the free stuff and then give them one more chance. I don't think you can ethically take the free stuff and the refund if you aren't going to continue doing business with them. At least I couldn't.
|-Tania... but people who like me call me `Tang`
The secret of a good life is to have the right loyalties and hold them in the right scale of values.
US socialist politician (1884 - 1968)
Human and civil rights should NEVER be subject to the tyranny of the majority. Minorities gain legal equality only when those in power come to understand that their unearned privilege is wrong, and enforce change upon society. - ProfessorZed