Honda of Owings Mills

Hello, I am writing to formally express my dissatisfaction with the customer service I have received since purchasing a new 2024 Honda Civic. My decision to continue my relationship with Honda dissatisfaction with the customer service I have received since purchasing a new 2024 Honda Civic. My decision to continue my relationship with Honda was based on past positive experiences with your dealership and a desire to remain loyal to your brand. However, recent events have significantly tarnished my view of your customer service. My issues began on November 11, 2023, when I informed Finance Representative Rashad Powell of my desire to cancel my Gap insurance and Vehicle Service Agreement. I completed and returned the required cancellation form promptly but did not receive any confirmation of its processing. It was only after me following up on December 11, 2023, and speaking directly with the insurance company and Honda Care, that I learned Honda had not processed the cancellation, leading to $3,000 of unwarranted charges. In an attempt to resolve this, I contacted Rashad directly. He advised me to call back the next day, but then became unresponsive. My subsequent efforts to reach someone else in the finance department were also fruitless until I involved one of the General manager’s. While Rashad immediately returned my call (after being notified by his manager) and resolved the issue, the process was frustrating and time-consuming. Further exacerbating the situation, I received a call from Rashad today, questioning why I was still contacting Honda, referring to a voicemail that I had left 3 days prior. His tone was accusatory and dismissive, emphasizing that I should not call again as the issue had been resolved. I explained that the voicemail he referenced was from before the resolution, but his response lacked understanding and professionalism. His comment that I should stop calling as I had “called everybody at Honda” was particularly disrespectful and not reflective of the reality of the situation. This experience, particularly the lack of timely and respectful communication, has significantly impacted my view of Honda. While I appreciate the general manager’s responsiveness, the overall handling of my situation has been disappointing. As a professional in sales, I value customer service highly, and the way this situation was managed has led me to reconsider continuing my business with Honda Owing Mills. I sincerely hope that Honda takes this feedback seriously and implements necessary changes to improve customer service and communication. More

THE ABSOLUTE WORST! !! I took my new 2023 civic for its first service (A1: oil change and tire rotation). I had my vehicle serviced on a Thursday and Friday night I turne !! I took my new 2023 civic for its first service (A1: oil change and tire rotation). I had my vehicle serviced on a Thursday and Friday night I turned on the ac and I smelled oil coming through the vents. I popped the hood and the oil cap was laying next to the hood latch and my engine bay was covered in oil. I was EXTREMELY disappointed that a rookie mistake like that was made. I had to take my car back to the service department the following morning (Saturday) to get it cleaned, on my day off. I informed the service manager, Danny, as well as my service advisor, Josh, of the situation and their silence proved to me that they understood the mess-up that had occurred. They asked for only one hour of my time to clean my engine bay. After that hour I saw my car was parked outside, I assumed it was ready and walked in to talk to my advisor since I did not get a call/text. Josh assured me my car was clean but when I double checked and swiped my finger across it was clear that the oil was not cleaned. Josh took my car back to get it cleaned, again. I waited some more until I saw them pull my car into the service lane and I walked in to triple check and thankfully it was cleaned. I was also informed that a fabric cover under my hood was soaked in oil so they removed it and ordered a new one that I could pick up on Tuesday. I thanked them and left. However, they had proved to me that they could not be trusted so I had to get a second opinion. I took it to another dealership to get it inspected and to my surprise there was a lot that was done wrong— underneath my car was still drenched in oil, I had excess oil now, I needed another oil change, and on top of that the oil that was drained was dark… this meant that my oil was never changed. I had everything inspected after I was informed of this. My tires were checked and the air in my tires and all the lug nuts. I had spent the majority of my day trying to fix Honda’s issue and it being my day off and not being offered any compensation for this mess that they created, or even having better customer service other than “come see me if you have any other problems” simply infuriated me more. I ended up having to pay for services elsewhere for a car that Honda was supposed to service for free. My first 2years/24k miles for this 2023 car should be free. I went back to Honda after my car was finally serviced properly and I explained everything that happened and how I wanted to be reimbursed for the service and cleaning of my car. Tuesday came around and I went to go pick up the check I was owed and the part that needed to be installed in the hood of my car after it was damaged. I dropped off my car in the service lane and waited inside of the waiting area. Only a few minutes went by before I heard yelling “whoa whoa whoa!” The commotion was so loud that even with the doors closed customers stood up and tried to peak over to the service lane to see what was going on. My heart sank when I saw that all of the attention was drawn towards MY CAR! I quickly rushed outside to find three service advisors standing halfway out the side door facing the direction of my car. My car appeared to be very close to the automatic doors that lead outside of the service lane. Both doors that lead outside were closed and I didn’t know what had happened and why there was so much commotion. I was simply flustered because no one was going to say anything to me, clearly. I asked what happened and then I told an advisor that I was not going to leave my car’s sight. It had already been messed up once by them and I refused to let them mess it up again. The advisor told me to just take the car around then because that was what the porter was intending to do. The porter quickly got out of my car and said “I’m sorry” and rushed inside. I was so confused as to why he looked so guilty and why there was even any yelling dirrected towards my car. I drove my car around and then… (CONTINUED) More

The service department runs up diagnostic charges beyond whats authorized then holds the car hostage locked up so client cant get the car with second key. My experience with the service manager was very poo whats authorized then holds the car hostage locked up so client cant get the car with second key. My experience with the service manager was very poor. He cant justify the run up charges nor advise why the car wasnt ready or serviced when promised More