(TLDR: Horrible, low-knowledge customer service, that has me considering other vehicles.)…read more
We all hear the old adage about dealerships... "They're over-priced!", "Aggressive up-sells and fear tactics", blah blah blah... in this case, it is absolutely true. Went in for a safety recall a few months back, and immediately the up-sells start: timing belt, valve adjustment, brakes/rotors, everything under the sun. I said no, just do the recall. Then, the phone calls and inspection videos start. "You really need this, you really need that", with price estimates that would literally make your eyes water, well over the actual value of the entire vehicle. So, cut to the end of this encounter, only safety recall was done, but I agreed the timing belt/water pump needed to be done, but I would get it done elsewhere (and at 1/4 of the price they quoted me, no less) Fast forward to this week, I'm working under my truck, and I see the rear rockers are basically rotted away (only the rear section, an issue pertaining to the safety recall) I call back the dealership, spoke to the original gentleman that set me up with the recall, explain everything, and he tells me to book an appt. (which I did) so they can look at it. My appt. was for this morning. I get there, pull in, and of course the gentleman I was dealing with is "absent" today. The girl asked me "So, what are you here for???", and I tell her the details. She basically says, "Hey, there's nothing we can do with it, we won't even look at it" I explained this was an issue caused by the safety recall issue, rear rocker rot, and the gentleman told me to bring it in, you would look at it, "Oh. No. I don't know why he would tell you that. He's a newbie. You need to call so-and-so, and work that out with them" (he's a newbie?...but, he was there 8mo ago, and I assume longer as he was knowledgeable about their systems, had a desk, etc.? Ok, passing the buck...got it) ...would have been nice if they just tell me that over the phone before. So, of course I'm frustrated, but I'm there, I figure I would ask for a quote on a "valve adjustment" and for installing "shocks and struts" that I purchased myself. Again, an exuberant price, I just laughed at her, shake my head noooo, and left. I get home, and call the number of the main corporation, that she told me to "deal with". They ask if I had it looked at by the dealership. I told them what I'm telling you now, "They turned me away and cancelled my appointment". They seem concerned that they wouldn't even look at it. They want all her information from me, which I give them, and assign me a case "liaison" to deal with... so, cut-to-the-chase, the bottom-line is, if it affects Liberty Hondas "bottom-line", they won't even deal with you... I had to go above them, directly to corporate. I took the day off work to keep this appointment, out of concern for the safety of my wife and son, and they wouldn't even look at it... basically, driving in the service center, and directly out the other side. Extremely frustrating encounter, that has definitely left a sour taste in my mouth for Honda in the future. Maybe I'll take a look at some Toyotas... hmm...