Upper Valley Honda - Service Center

Phil Daley provided superb customer service, above and beyond what I was expecting, and what I had experienced in the past. So thankful I brought my HRV in! beyond what I was expecting, and what I had experienced in the past. So thankful I brought my HRV in! More

On Thursday, August 9, 2024, I brought my 2013 CR-V EXL to Upper Valley Honda for an oil change and multi-point inspection. At 3:46 pm the service writer sent a text with a video showing work that the car to Upper Valley Honda for an oil change and multi-point inspection. At 3:46 pm the service writer sent a text with a video showing work that the car needed. I sent the video to my brother, who is an Infiniti master technician, to prioritize the work. I called the service manager back shortly after 4:00pm. I told him to do three things: an air cabin filter, replace rusty bolts and a gasket behind the catalytic converter, and a bushing on a stabilizer bar. I didn’t ask for an estimate, nor was one offered. At 4:56pm the service manager called back to say that the car was ready. The bill was $994 and included 4.2 hours labor. This charge should only have been for the work that was done, not the oil change or the time to make a video as these were included in the coupon price presented at the time the car was brought in to Upper Valley Honda. When I came in to pick up the car the next morning, I asked to speak to the Upper Valley Service Manager. It took a half hour before we were to meet with the service manager and only after I asked a second time to speak with him. He was incredulous that I would question the labor charge. The car was in the shop for an hour after the oil change and inspection were completed and I was charged $730 for labor: 4.2 hours at $175/hour. I told the service manager that I completely understand flat rate, and didn’t argue the hourly rate, but these types of repairs don’t lend themselves to a book time estimate. He said they charge by the job, so I asked him to show me the book value of the repairs, but he refused to do so. The service manager was not professional and was just short of rude to me for questioning him regarding the repairs. I am writing to express my deep disappointment and frustration with the recent service experience (to include the unprofessional “attitude” of your service manager) I had at the Upper Valley Honda dealership on August 9th, 2024. I request a full breakdown of the charges and labor time needed to complete the above repairs. I know that I was excessively charged for these repairs. I also hope that this matter will be taken seriously and addressed promptly, as this experience has significantly eroded my trust in the Upper Valley Honda dealership. More

Service here is deplorable, it should not take 2 hours for a simple oil change, but it's never a simple oil change, there is always something else the car needs. They address the A16 and A17 codes but sca for a simple oil change, but it's never a simple oil change, there is always something else the car needs. They address the A16 and A17 codes but scam you into services that the car does not need. I brought my 2021 CRV for its 6-month oil change A16 code in December 2022 thinking I would be in and out in less than 1 hour with a bill for less than $100, I thought wrong, my bill was over $400. I am a sucker when they say you need cabin and engine filters changed, they even talked me into agreeing to get my brakes cleaned. A simple oil change turned into a $400 bill; I was adamant after that experience that never ever will I go back to Upper Valley Honda. I wish there was another Honda dealership in the area, 6 months later today July 7th now I am getting an A17 code, since I just had my snow tires removed, I did not need my tires rotated but I was desperate for another oil change and figured I would give them another chance to redeem themselves. It was another bad experience, I got suckered again thinking I needed cabin and engine filters changed, 6 months and 9,000 miles later, when Honda recommends changing between 15,000 to 30,000. They showed me this video of my car up on a lift then showing me how dirty my cabin filter was, how do I know that the filter in the video is the filter from my car and how do I know that they even changed it? It was NOT another simple in and out oil change, I got charged $60 labor for the oil change and $90 of labor to snap in 2X $30 filters $150 of labor, so now my simple $70 oil change was now $270, what a scam, this service department should be investigated. I spoke to the General Manager Steve Perlowski to no avail; I was not satisfied with his offer to credit me $100 for my next oil change. I will take my business elsewhere. They just lost a very good customer; I was ready to trade in my 2021 CRV for the newer 2023’s. More

I recently took my Honda to Upper Valley Honda for a warranty repair. The advisor, Jill French, said she would need to contact her regional manager and would get back to me in two days. After three days warranty repair. The advisor, Jill French, said she would need to contact her regional manager and would get back to me in two days. After three days, I called her back and she quickly said she hadn’t heard from the manager, she’d contact him, and get back to me that day. After two more days wait, I called her going directly to voicemail. I left a message. Two days later, I hadn’t heard from her. Again, directly to voicemail. I left another message. To this day, I have yet to get a return phone call. While Honda makes an excellent car, should you wish to purchase one, make sure you have access to another dealer than Upper Valley Honda. More