On the way home from NC in May 2026, I noticed my cruise - EH
On the way home from NC in May 2026, I noticed my cruise control was no longer working. I stopped at a local NC Honda dealer and he there told me they had no techs available. He came out and said that the cruise control button was no longer working. He stuck a sticky pad into the cruise button and jammed it down so that it now worked. He told me that the three buttons behind the steering wheel front was a unit and needed to be replaced, but they would have to order it.
I called Landmark Honda and explain the situation and told them they needed to order the part before I came there. I said I would pay for the part up front because I had been explained what part it was. They said they would have the parts person call me, but that never happened.
I came in for my appointment and met with a service person who was very condescending about how they could not order parts without seeing it first, even if I told them what part. I know that isn’t true since I have ordered parts before over the phone and have them ready when I’ve come in. Anyway, I sat there while they told me, oh, we have to order the part that I told them they had to order to begin with. I was told my rep would call me when the part was in, but that never happened.
I finally called and they did have the part. I realized when I brought the car in that you have to ask about your car because they aren’t proactive enough to check on your car. Seems your car will be ready if you ask. On the way home, I checked the buttons on the steering wheel. Cruise control was working but the steering wheel cover wasn’t installed correctly so the volume control button was sticking in the up or down position when you changed the volume. I called and they told me that they would need to readjust the steering wheel cover.
The third appointment went similar to the second and when I finally went to my car and checked the buttons, I found out that the cruise control button was no longer working. The tech came out and told me that the steering wheel cover was now warped and was pressing on the cruise control button and would need to be replaced. They would order one and call me when it was in. I never got a call and after about a week, I called and they told me that the part was in.
I came in expecting it to be another hour and half job like the first appointments. I was told several times it was being worked on. After 3 hours I asked what was happening and they told me that the wiring harness was being replaced for the cruise control buttons. That was news to me and it turns out inaccurate. I saw my car outside and when I pointed it out to the service representative, he said he would check on it. At one point, he told me I was another rep’s customer but that person wasn’t here and he had his own customers to take care of. It turns out that my car hadn’t been in the shop yet. Seems there was confusion on what to do because the shop foreman wasn’t in and they hadn’t started working on it. They finally got things figured out and got the steering wheel cover replaced correctly at no charge to me.
I’ve been with Landmark Honda for 12 years and this has been the worst experience in my 12 years. I have noticed that the service department has gone downhill over the last couple of years. I also have spoken to a close friend who had similar experiences to include being talk down. I have wasted my time and I do not appreciate the way Landmark Honda has treated me the last few times. I was lied to, ignored and gaslighted about the problems and parts. This time was completely unacceptable.
I am going to follow the example of my friend and break my relationship with Landmark Honda after 12 years. This isn’t what I expect from the company that has provided exemplary service for the first 10 years and set the standard high. They no longer meet that standard and it is time to go elsewhere.
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