"Horrible Customer Service"
I have continued to have bad customer service from Crown Honda of Southpoint. I bought my Odyssey new from this dealership in Sept 2013, it is the 2014 model. As part of the purchase, we received coupons for free oil changes. After the first oil change, which took over 2 hours to complete, we started dropping the car off after work (with an appointment) so we could pick it up the next day. The last two times we did this we dropped the car off Friday night around 5:45 pm and the car was not ready until 1-3 pm Sunday. It took almost two complete days to complete an oil change.
But wait, it gets better…..
On 9/6/17 I called around 7:45 am to get an appointment for that day as the transmission started slipping on the way to work (the car was lurching). I received an 8:30 am appointment time. I had had a transmission flush on 6/1 (not from Honda) around 8,000 miles prior. I dropped off the car at 8:15 and had to wait until 9:45 for the courtesy van to take me back to work (they only had one van that serviced the RTP area). Carolyn does the Durham van and ended up talking me as the RTP van had stops in two many directions again. Carolyn was wonderful.
Around 12:30 pm I received a text message letting me know they found a few things. The main concern (transmission) would require another transmission flush. I tried to call my rep but had to leave a message. By 1 pm I still had not heard back and I needed to pick my car up no later than 4 pm. I called back and asked to speak to a manager. Tony called me a little after 1 pm. I was told my battery was dead and I needed a new one and he proceeded to tell me I should have known this since he had mentioned it to the rep while I was standing there. This conversation NEVER happened. While I was trying to explain that he had me confused with someone else (he said I was blonde, I have brown hair) he then went into how in his 62 years, bad batteries happen and he knows what he is talking about. Every time I tried to get back to the transmission issue, he would interrupt and continue with his story. He then informed me he didn’t like my tone as by this point I was extremely frustrated. For the transmission, he informed me I needed another transmission flush. When I again explained that I had already had this done, he said he needed to check his computer records. I again specified that I had this done elsewhere. His reply “well how were we supposed to know that?”. When I explained that it was written on my intake form by the prior rep (which I watched her write), he tried to blow me off. Again, I asked why this necessary: was there something wrong with the current fluid, was there another issue found? His reply: According to our manuals this is the 1st step in troubleshooting the issue and we have to do it. When I asked what the 2nd step was, he reluctantly told me it was a software update. I asked if the software update could be done only. He had to check with the technician but agreed to do it. I asked to be notified by phone (not text) when the van was ready. If I had followed their recommendation, I would have had to pay $150 (plus tax) for a 2nd transmission flush on the van when it was not necessary just because the troubleshooting manual says this is the 1st step in troubleshooting.
Around 2:30 I received a call from the courtesy van driver asking if he could come get me at 3:15. I let him know I had not received a call telling me the van was done. He said the rep had told him to call me to come get it. When I arrived around 3:40, the van was NOT done. They still had another 30 minutes left. I ended up speaking with a different rep (Joe Defranceso). Joe was wonderful, the complete opposite of Tony (manager) and Kelly K (prior rep). He listened to the whole story, personally checked on the status of my van and then let me know when it was done. Please give both Joe and Carolyn a pat on the back, they were wonderful.
As to the rest of the staff I talked to, they have convinced me that you do not want my business. I will be letting all my family, coworkers, and anyone else who asks about the treatment received at your dealership location. I will highly recommend they go to another Honda dealer. I love my van but if you were the only Honda dealership around for 100 miles, my next vehicle would not be a Honda. That is how badly I have been treated over the past four years. Unfortunately, the service keeps getting worse and worse an no one should be treated this way.
At the end of the day, the computer update completely resolved the skipping transmission. If only, they had bothered to read the notes on the intake form and tried this first.
Employees Worked With
Kelly K, Tony, Joe
"Great, timely, "
Because Michael Brosnick was excellent meeting my needs. And he was very professional he should be awarded a employee of the month I will like to deal with him every time
Employees Worked With
Michael Brosnick is a excellent employee
I bought a new Honda Civic Hybrid in 2005 from Crown Honda in Durham NC. It now has 114,000 miles on it. The car needs its’ third start clutch at a cost of $2000.00. It also needs its’ third hybrid battery at a cost of $3000 dollars. Honda customer service refuses to assist me with the car stating that it is too old for them to provide assistance and the dealer just refuses to do anything to help. I thought Honda’s were built to last?
Employees Worked With