I just purchased our 5th Honda a month or so ago. Two weeks after I picked up a 2017 Honda CRV touring model, we had our first hot day. AC just blew hot air at me. Called Honda to get it looked at. Went in on a Friday and was told the line from the Freon to the AC was split. We have never had any warranty work with our other vehicles, but it would be paid for, so OK. They ordered the part and said it would be at the dealer sometime Monday. I informed them I had plans to go out of state Wednesday and asked if it would be ready. When I got home, my husband encouraged me to call and get my name on a time slot for Tuesday morning. Josh gave me an appointment time for 8:30. I told him if the part didn't come in Monday to please call me so I didn't waste a trip from Fenton. I never got a call, so I sat in the waiting room for about two hours until I was told it would be three or four more hours and could they take me home or get me a rental. I chose the rental since I had things to do in Brighton that afternoon. I was told I need to have the rental back by 5:00 and get back to the dealership. At 5:00 I was about 2 blocks from Honda and was finally told the truth, the part never came in, not on Monday or Tuesday. I threw a major fit at Ben and his staff that had lied to me. I was leaving on a trip the next day, no one ever bothered to call me on Tuesday to tell me the part didn't come in and let me sit in the waiting room knowing they did not have the part. After me blowing my top, I demanded a rental car for my trip, with all expenses paid by Honda. I got picked up by Enterprise again went and did the paperwork for a second time that day, and started home. I was to keep my receipts for gas and turn them in for reimbursement. I returned from my trip this past Tuesday 4/25/17 turned the rental in, picked up my now repaired vehicle and submitted my gas and first rental bills to Ben personally. He took copies of them and offered to drive the check out to my home. I told him that wasn't necessary, just to drop it in the mail. Still no check on Friday, so I called and spoke with Ben, who said their check cutting machine was broken, but now fixed and they got the check in the mail Friday. I asked if he thought it would be in Fenton Monday and he said he thought it would be. Well here we are, it's Tuesday evening, and still no check. I called Ben twice to leave a message on his personal voice mail once at 12:30 and once at 4:00. I also called my Sales contact and he verified Ben is there today.
I think this is the worst customer service I have ever received anywhere! I am taking my Service to another dealership and can no longer call myself a loyal Honda customer there. If I add up the cost of the 5 Honda's we have purchased and the service dollars we have spent since 2005, it is a goodly sum for people now on a retirement income. I also haven't received a service survey for this episode, which is the first time we have never not gotten a survey to return, which sends up a red flag that they only want good surveys, not necessarily honest ones. I have also written to The Serra Company with my concerns and hope someone is listening higher on the company ladder. The thing I am most shocked at is the Service manager nor any of his staff every apologized for the way I was treated at the dealership.