We bought a 2017 Honda Pilot from CarSense in January 2021. There were scratches on the vehicle and CarSense said they would get them out as part of their No Scratches guarantee. We live 45 minutes away and had to take a day off work to come down and drop the car off for this work as they do not have loaner cars to give out when doing service. Whatever. Let's just get this done. When we got the car home in the sunlight the next day all of the scratches still existed. I used to do detail work and it was clear they just slapped a whole bunch of wax on the scratches to try and hide. Clear as day, all still there...
Here's where it gets so much worse-
The Fuel Emissions light came on prior to the 'detail' appointment. We asked that they look into while it was in the shop. Service rep claims likely just a computer error. To be safe we took to Honda. Turns out it was the Fuel Injector. Okay, if that's it I can live, it's covered under warranty.
That wasn't just it. I know the service guy at Honda and had him do a look over at the car while it was there and we ended up needing the following:
-All new brakes - pads and resurfacing - Brakes were at a 3. CarSense disputes this. No way CarSense- we barely drove the car in the 1 month of ownership.
--2 filters needed replacing
-Serpentine belt worn and cracked needed replacing
-Brake fluid low & discolored- needed replacing
-Transmission Fluid showed no history of being changed - needed drained & filled
-Rear diff fluid needed to be drained and filled
-Front heated seat never worked - replaced heater pad in seat
Grand Total: $1,681.97
Called CarSense to make this right. Emailed them a copy of the invoice from the work done at Honda. They wouldn't pay for a dime of work. Unbelievable. They complained that I didn't take the car to them.
Why would I trust them to do major work if they couldn't even address a few scratches on the car?
Guy said well you should've given us a second chance.
CarSense said they wouldn't cover any of the issues because they say I got scammed from Honda.
Only scam here is CarSense.
UPDATE: Still nothing from CarSense/CarShop. Their GM called me as the review got their attention. Still offered zero solution to all of these problems. Continued to question why I didnt take the car back to them. I explained A.) that I didnt trust their shop's ability to do any work as they couldnt even fix the scratches on my car and B.) that it was a complete inconvenience for me and my wife to both take off work to drive two cars down there to leave the SUV with them. He mentioned just using one of their loaner cars. I find this hillarious as we asked about a loaner twice- once from our sales rep Tim and the other time asked while booking the detail work. both employees said they don't have loaner vehicles.
What a complete disaster of a dealership and leadership team. Tons of miscommunications, and the complete lack of standing by their product is simply inexcusable. Not to mention the horrendous excuse of a body shop that can't fulfill their dealership promise of no scratches, dings, or dents!...