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.