4/30 update :
I was called by the service center and they patiently heard me out, understood and helped straighten out the issue for me.
Pleasantly surprised at how swiftly and professionally it was handled. Because of their customer care service and attention to detail, i plan to return to them as a customer. Updating my initial rating based on their response.
I have been a customer for ~3years. Have never had one bad experience until today. Happy customer - until today.
I brought my car (Honda Odyssey) in for an oil change and to fix a flat tire (rear- driver's side). I let them know that i did see something pierced in the tire. I was told that they will check and let me know.
An hour or so later, i am told that the service is done. I inquire about the flat tire - the service advisor has no idea. Goes in and comes back after 15-20mins to escort me in to explain something.
I am told that there is no leakage in the tire but that the TPMS sensor needs to be replaced and the area around it is corroded. I specifically asked if there is any leakage there which is causing the tire to go flat? I was told that the tech has checked the tire and the tire is fine - the TPMS sensor, costing $192.28 (total), needs replacement and all will be well. I insist that there must be a nail or something - it cant just go flat in 30mins (which was the case). Snow day the next day - i did not have a choice. Dropped the car for service. Picked it back up at 330 , paid the dues and i was mentioning that such a small part can cost so much. The service advisor mentions that this is a common problem with Odysseys. Hmm....
I drive out of the lot and first signs of trouble show up - low pressure indicator lights up again.
Take it back and after about 45mins, i am told that the tech has now found a small leak (center thread). They cannot repair it - the tire needs to be replaced as there is sidewall damage. The cost - $195. Bam! Why was the TPMS replaced?
I told them that this should not have been missed the first time around. I am told it was so small - that they were lucky to catch it this time. I request them to patch it up for me (noting to self, i need to get this checked some place else later on). After some back and forth, they agree to patch it up for no cost.
Another 30mins wait - and i am told, there is one more leak and that they cannot fix it. I need to replace the tire - 50-50. I have to pay $102.58 more and get a new tire. I protested -
a. you mid-diagnosed the first time
b.made me pay $200 for a sensor which probably did not need replacing
c. you did not test drive to see if everything fixed
d. i drive out of the lot and then come back and report the problem
e. and now - you ask me to pay an additional $102 (total $295) (50-50 in his words) for probably a fix which might not have costed more than $40. This was thrown at me more like a favor. I am not told what tire is being put in or any such details. I see that later in the invoice.
f. i am in a vulnerable position - snow day tomorrow and i cannot run the car with a flat. I grudgingly agreed.
g. temerity to tell me replace all four tires (~$800). Fyi, the tires (Michelin) don't even have 25000 miles on them (to sound genuine - i am told that they can be replaced here or anywhere else if i can get it for cheap)
Needless to say, i feel cheated. If they had found the 'leaks' the first time around - it would have saved me $$ and my 3hrs away from work time. The service tech misdiagnosed, the car was not tested after the fix before giving it to the customer and the cherry on top - customer is made to pay the extra $100 to fix the new tire. How is this justified?
I realize this is a long post - but i am terribly disappointed. Customers trust you blindly - please do not take their trust for granted.
The service advisor seemed genuine and very polite. But i felt fleeced -and that is not a good feeling.