Long, frustrated post about poor customer service. Or, NO service.
I made an appointment for my car last week for today at Don Jacobs Honda, specifying the message on the dash and the code that came up when Advanced Auto ran the computer report. I dropped it off at 7 AM before my 1:30 PM appointment. I received a text at 7:45 AM with my advisor’s name and to call/text with any questions to that number. At 2:51 PM, I texted the number (trying to allow time for some of my 1:30 appointment to be done) and did not get a response. I called at 4:30 and was told they had called me twice that morning to get permission to run diagnostics on my car, but my voicemail was full. 1. I provided two numbers (work and cell), and I did not miss calls or have any unheard vmails on either. 2. The form I filled out to drop off my car before the dealership opened specified that I had to sign to allow work to be done, which I did. It further stated that I needed to specify if there was a dollar amount over which I needed to be called before proceeding. This work has to be done, so I did not fill this out and intended to check in once they had a chance to assess the car, which I did.
The Don Jacobs Honda employee, Cameron, insisted the notes said they called. He then verified the two phone numbers I gave but could not tell me which one was called. The advisor in charge of my case had gone home early with a sick child, and no one had looked into it beyond that point. At this point, we were either disconnected or Cameron hung up on me. I called back and spoke with Elise, who said she was transferring to Cameron. I was “accidentally” sent to his voicemail, which is what she said happened when I called back. I held for a longer period when Tim Davis came on the phone and said Cameron said he wanted him to speak with me. I commented, “Oh, so Cameron is ignoring my calls?” Tim brushed that off and said he would talk to him. He reiterated the same information as before but said he could see that I had texted for an update two hours ago but had not gotten a response. He also said their policy was to make multiple call attempts on all given numbers, then text, then email, but none of that had been done. He apologized but said they would get the car in for diagnostics since they were open until 7. They would do this immediately, and I would get a call back.
An hour later, Frank calls me and says everyone has gone home, so he’ll be helping me tonight. He tells me the air hose has a gash, but they don’t have the replacement part. Since it is so late in the day (5:45 PM), they will have to order it tomorrow, may be in by Thursday, so I would get the car back Thursday at the earliest. Gave me the total cost, I said it was fine, and I asked about a courtesy vehicle for the two days I would be without. Frank put me on hold to see what was available, came back and said it would be $40 per day. I then told him what I had dealt with so far and told him I did not feel I should be charged for a borrowed car when, had they done the work in a timely manner, I could have mine back tomorrow. He put me back on hold and told me I could have it for $25 per day. I again said I did not think I should be charged. He put me on hold again and said they would waive the fee for one day, and I would be charged $20 for the other day.
At this point, it’s beyond the money. Because of mismanagement and poor service, I am out a car for a total of at least 3 days. I said I had never been charged by a dealership for a loaner car, Frank said he would put the other guy on the phone. Low and behold, it’s Tim Davis again. So, he is aware of everything that has happened, but he says they don’t do loaner cars, they do low cost rentals. I told him that is poor customer service, and I am very disappointed in the practices of this local business where we bought the car originally. I informed him I will be coming to collect the car tomorrow and take my business somewhere that customers are appreciated and customer care is a priority.
Y’all, I do not feel that I am an unreasonable person. I am loyal to local businesses and good service, and I will happily provide praise and recommendations for others to that effect. Customer service should mean something, but it does not at Don Jacobs Honda.