As a four year customer, I took my car to the Carland Service Dept to have oil and transmission fluid liquid changed. The customer service person assigned to my service, Mr. Samms, came after I had waited for about 20 minutes and to tell me that I needed a new tire, cabin filter replaced and the brake pads replaced. I then told him that I normally purchase the tires at Costco and that I would bring the car back to replace the filter and pads very soon. They then proceeded to change the oil and the transmission fluid.
The story is that before I got to the dealer's place, my breaks were working perfectly fine, however as soon as I got out of there, I noticed something strange with the breaks, as if the pads were gone and you could just feel the metal. I am not familiar with this type of problem, therefore it took me two days to digest that the breaks were definitely showing a problem they didn't have before I took the car for service.
Therefore, I went back to the Carland's service shop two days later and explained that my car was now showing a break problem it didn't have before. I inquired about possible cameras in the service area. They responded that they didn't have cameras.
The first person that talked too me, and African-american gentleman, not very tall, was very upset and said that I was falsely accusing them of damaging the breaks when I had just explained to them how my car was before and after I took it there for service..
I then asked to talk to someone else, hoping to find a customer oriented person.. Then another gentleman, by the name Alex, who is supposedly the Service Department Manager. After I explained my situation, he had the car moved to the shop. They removed the tires and the shop supervisor came to talk to me. After I explained the facts and my concerns, about my breaks being fine before I got there and defective as I left their shop, he said that this could not be possible because he trusted his people in his shop.. That nobody would do anything like that to my car at all.
Of course that this is a nice statement but it sounds like those criminals' mothers who would always say that their children would never commit a crime at all. No criminal's mother ever thinks her children would ever do anything wrong.
He then showed how bad the pads were and that no one there could have sanded them to such condition. I then agreed to have them replaced. However, he added that I now needed to also replace the rotors which had been damaged by driving with worn pads for two days.
Giving the details, and the fact that they won't even talk to me in a civilized manner, just like white bullies, bulllying a Hispanic woman, I am almost convinced that this was a total rip off, a scam pulled on me. They probably got upset when I said I would take care of the recommended service later, and damaged the current pads so that it would touch metal whenever I applied the breaks, and then would damage the rotors.
They now wanted to make me not only agree to changing the pads but also the rotors.
These gentlemen were not even polite nor could they handle a logical, civilized conversation. They just denie everything at front in an angry very unprofessional manner.
Very poor customer service skills, especially considering that now they have lost me as a customer of the service dept and that I would not buy a car from them now. My car is 4 years old and I am considering replacing it. But of course, will not buy from Carland Honda.