My wife and I both own Hondas, and we recently moved to Lexington. We both needed some work done, so I took both cars to Don Jacobs Honda on separate trips. There was no problem with the service on my Wife's Pilot, so I made the appointment for an oil change for my Accord. I asked the price and was told $37 for an oil change and I left. I came back the day of my appointment, and got the oil change and asked them to price out a set of tires for me. I knew exactly what tires I wanted, and I told them. When they were done with the oil change and I went to pay, they charged me more than $50 for the oil change even though they had quoted me at $37. I told them I had been quoted at $37 but they still charged me the higher amount. I didn't make a big fuss as I understand that mistakes sometimes happen. Then the service writer gave me the quote for the tires, and the quote was more than $200 higher than S&S Tires had quoted me. When I told the service writer this, he said that it was because the tires were different. Now, this is where they were blatantly dishonest with me. I reminded him that I wanted the quote for a set of Continental Extreme Contact DWS tires, and he said that's what he priced for me; but he went on to explain that even though it was the same brand and model, that Continental made that specific tire differently for Honda than for other vendors. He claimed that Continental made that tire with a stiffer sidewall and that it was made specifically for the accord. I thought that maybe I had misunderstood what he was saying, so I asked him to repeat it, and he again claimed that Continental made the same brand and model tire slightly differently for Honda. I had never heard of that before, so I checked with other tire stores and even called Continental, and was informed that that was simply not true. I decided to simply not go back to Don Jacobs again, and that would be it. But, a few days later, I received a customer satisfaction call about my service visit and decided to let them know what happened, both with the oil change price discrepancy and with the dishonesty regarding the tires. The lady who called said that they would let the service manager know and that I could expect a call from him. That has been more than a month ago, and I have not heard anything from the service center.
Perhaps I should have made more of an issue with it while I was there at the dealership, but I shouldn't have had to be "that guy". If their policy is to charge you more money than quoted for service, to blatantly lie about products in order to sell them, and to ignore their own customer satisfaction call results; then I will find another service center for my cars and my money.
I am very disappointed in all of this. Since we purchased our first Honda, in 2006, we have only ever used Honda service centers to care for our cars. This is because up until now they have all been extremely professional and honest with us. I was willing to pay the extra money you pay at a dealership service center, because of the quality of service and the way the employees treated us. In just 2 visits, Don Jacobs has brought us back to the reality that there are some service centers that seem to care only about money.
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