Most dealers have polite employees, clean service areas, along with coffee and TV. There is nothing special at this dealer. They write up your service work right in the service bay, which is very noisy. I can deal with the noise, and even their attitudes, but not the rest... As far as service I've experienced much better. I'm going on a "three strikes and you're out" policy here and the 3rd strike is what prompted this review, the 6th strike is what promoted the ONE star.
We had the engine light go on multiple times and they blamed it on bad gas. Then when it went again for a 4th time after a gas tank flushing and new tank of gas they figured it out it was something to do with the tank where the filler neck is. When we got our car back we Googled the problem and it came right up as a common issue. We had our SUV detailed there and the back of the inside was still dirty! We actually brought it to the attention of the manager, who after running his fingers along the ledges and having lots of dust on them, agreed and gave us half off the detail. We had a leak in our car which they said isn't covered by warranty. They insinuated we left the windows open (we did not) because they couldn't duplicate it with a hose, and will cost $1500.00 to diagnose. We decided to Googled that problem too, and immediately found a common problem of a drain being clogged behind a mudflap. We took the mudflap off and fixed it ourselves in 20 minutes. I don't believe for a minute the dealer didn't know about this issue, but they would've been happy to take our $1500 to "diagnose" the leak.
Adding a 4th strike. Our car recently started making a noise, and a few days later our battery died. Madison Honda said our the alternator needed replacing; It was under warranty and was repaired as such. They did not replace the serpentine belt nor did they mention it to us but they said we needed the timing belt replaced. When we got the car back it was still making the noise so we brought the car back. They then told us it's a noisy serpentine belt that needs to be replaced. If this belt, which goes around the alternator, was bad why weren't we told of the need for replacement while the alternator was just removed? So now we are supposed to pay for labor for them to remove what was just done to put a new serpentine belt on or have the timing belt replacement done.
Our car was due for a timing belt. It wasn't overdue for this service, we are less than 100k miles on the car and are within the normal range for this service, so we planned on having it done anyway. As soon as we got the car back from Honda we had a mechanic friend listen to the noise over the phone and he immediately knew that is was the timing belt tensioner, not the serpentine belt or timing belt itself. And now a 5th strike. The tensioner is under warranty per HondaCare (we called), but Madison Honda was insisting on a $900+ job. We went to a different dealer, had the timing belt change service and had the tensioner replaced under warranty, cost $500. The serpentine belt which Madison Honda insisted was the problem didn't even need to be replaced. And strike 6? The new dealer made it a point to show us our battery will need replacement soon, that there seems to be some leakage of acid. Why didn't Madison Honda point this out to us when they replaced the alternator?
Our neighbor went to Madison Honda because a power window stopped working. Madison Honda wanted $1000 for a repair. They decided to try a local garage instead and the mechanic fixed the window with a simple sensor, did an oil change, replaced a headlight, and rotated the tires- all for $300.
We used to get a loaner car with any warranty repairs that we needed done, but no more. We had to pay $100 to join a "club" to get a loaner with any service, warranty or not. Sounded good but the problem is when you need service on your car, unless you can schedule it a week in advance there is a good chance no loaner is available... Not all service is scheduled and planned, so unless you can plan when your car may need to go in you won't get that loaner. I was in the service bay and I heard them giving the "details" to another customer. I calmly interrupted and let him know our experience, and that he may not always get a loaner when it's needed unless scheduled in advance. The attitude taken on by one of the service reps showed me they didn't like that one bit. Our new dealer gave us a loaner for the timing belt/warranty repair we had done no charge. Feeling ripped off by Madison on that one.
This is all proof to me that Madison Honda is all about pulling in as much money as they possibly can from unsuspecting service customers. We'll never go back and will drive the extra 15 minutes to another dealer, where we had a completely different experience. If you choose to go to Madison, question everything they tell you and Google your problem first so you know what really needs to be done. Don't say I didn't warn you.
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