My wife first took her car to Hendrick Honda in Bradenton Florida about 3 or 4 months ago. We have a service contract through Hendrick Lexus where we bought the vehicle and have oil changes invluded up to a hundred thousand miles.Everything seemed fine after the first oil change there were no problems or any issues. Our next scheduled oil change was June 16th. On Wednesday, June 13th, the low oil warning came on. I checked the oil and it was barley registering on the dip stick. I bought a quart of oil put it in the car and checked the oil again and was shocked that it was still a quart low. I put another quart of oil in to get it back to the correct level.
My wife immediately contacted Hendrick Honda of Bradenton and let them know of the issue as it was very strange that all of a sudden the car was burning oil and 2 quarts of oil in the last 5,000 miles seemed extremely troublesome. We have owned it for 25,000 miles and 3 years and never had any issues or any previous mechanics tell us about low oil levels in the prevoius 4 oil changes. Hendrick Honda told my wife to bring it in, we already had an appointment scheduled for Saturday, and they would have a look at it and see what was going on. The service manager Bobby was going to oversee our servicing and since we were concerned that maybe not enough oil was put in on the last oil change or perhaps the oil had not been changed at all.
We took the car in on Saturday June 16th for the oil change and to have the rear brakes replaced at 9am. Bobby and Matt said they would have everything done that day. That afternoon around 3pm Matt called to let us know they were having some problems with the calipers on the brakes and the car was not going to be ready. He could not give an ETA on when it would be done be Monday, or if it would be done on Monday at all. This was concerning as we had just bought it in for oil change and brake replacement that we were assured would be done same day and now they couldn't be certain if it would be done in 2 days? Matt said the oil hadn't been changed yet so they didn't have an answer on why it was 2 quarts low. He did off handedly mention that some Lexus' burn oil and its a known issue. We were not happy at this point since we dropped the car at 9am and this was 3pm and the main issue of the oil consumption still hadn't been addressed in the 6 hours they had the car.
At this point my wife informed them that when she thought back about scheduling this oil change, she had noticed that her car was checked as a 4-cylinder when in fact it is a six-cylinder on their website. She corrected the mistake, but got to thinking that perhaps whoever entered this information had done so based on the first oil change and perhaps a mistake was made and the technician thought it took less oil as 4-cylinder,l does take less oil. This would have been reasonable and again since no damage was done my wife and I understand mistakes happen. But no, we were assured the correct amount of oil was used last time and this issue with the brakes was unusual and they weren't sure why the calipers froze.
I find this hard to believe on a car that we've never had an issue with burning oil that all the sudden after we take it to Hendrick Honda in Bradenton we have an issue where it burns 2 quarts of oil over 5,000 miles. I also have a hard time believing that they had an issue with our calipers on our rear brakes all of a sudden at 3pm when we are supposed to get the car at 4pm. They had the car for 6 hours at that point and the main reason for bringing in the car, the oil change, wasn't done. How were we going to get the car at 4pm? I am of the opinion that they broke the calipers or damaged them when they were inspecting the brakes and they didn't have the parts that they needed and they knew early in the day. Therefore, they waited on the oil change as the car wasn’t going to be done same day anyway and waited to call us until 3pm. They provided no answers to what the problem was or how we had gone from same day service to the car may not being ready Monday. Either way they were not truthful with us. Seems to me like probably the employees made a mistake which isn't great since we were in from a previous issue but just be upfront and honest with us. My wife and I were growing tired of the excuses and felt we were not being told the truth.
On Monday my wife called to check in on the vehicle and Matt let her know that it would be done in the afternoon. We still hadn't heard from Scott and hadn't talked to Scott throughout the servicing, even though he said he was going to be taking the lead on this since he was the service manager. When we came to get the car there was again no explanation on what took so long or what caused the calipers to freeze other than, "sometimes the brake calipers fail and seize we don't really know what causes it.". When I asked again about the car being low 2 quarts of oil since the last oil change we were again told "we're not sure whay caused it." It was very nonchalant and not reassuring that we wouldn't have an issue going forward. We were extremely frustrated at this point because Bobby was being so casual about what seemed like a major issue to us (the car suddenly burning so much oil). Again we were told some Lexus' are known to burn oil. I restated again how i don't understand how after three years, 25k miles, and 4 oil changes the car suddenly started burning oil at an astonishing rate and I got a shrug. The lack of concern that our car would be burning that much oil and to pass the blame on to Lexus was appalling. His lack of concern indicated to me they are not being truthful and knew that the lack of oil was the result of the technician not putting enough oil in on the last change.
When they pulled the car in for our inspection we noticed some damage on the front end. When I pointed it out, Bobby immediately ran over and got a report we had never seen from when they were checking the car in and did a walk around. He showed where the damage was circled on the form. We had never seen or signed the form and we did not participate in the walk through, this was later acknowledged by Bobby. At this point, Matt told us that he was the only one that drove the car. I ended the conversation as I knew for a fact there were two people that I saw drive the car on Saturday before Matt drove the car today.
I went into the main lobby of the car dealership and asked to speak with the general manager. Scott came in with Bobby and asked me what the problem was. My first question to Scott was, "if you were to do a walk around of a customer's car before they were dropping it off and you found some damage and reported it on a form don't you think it would be reasonable to go over that form with the customer and have them sign the form acknowledging the damage?" He stated that yes, this would be a reasonable policy to go over any damage and have a customers acknowledgement. Bobby interjected at that point and let both me and Scott know that this was not the policy at Hendrick Honda of Bradenton. It seems odd that the general manager and the service manager are not on the same page on what seems like a reasonable and basic policy. I'm supposed to hear from Scott today on getting the car in on Saturday to be looked at by a detailing professional to see if he can ascertain if the damage was done recently? How the damage was done? Not sure how someone would tell that? Scott also let me know that there are video cameras in the bay. However Bobby already told him the damage on the car was very low and may not be visible on camera.
Unfortunately at this point I don't believe anything that Hendrick of Bradenton tells me. It's extremely unfortunate that I have a service contract with Hendrick and now I no longer have any confidence to take my car to be serviced there. We have to return for a third visit to try and fix the damage from the 2nd visit which was a follow up to an issue with the first visit. Either this is a series of unfortunate coincidences or it is a series of mistakes by Hendrick Honda of Bradenton and their unwillingness to acknowledge or accept responsibility has led to a compounding of errors and a terrible customer experience.