I unfortunately had my first unsatisfactory experience with Keenan Honda recently. On August 8th on a routine service trip David Ullman, my service adviser, recommended the 45K mile service. I thought the price was a bit steep at $665 but regardless decided to trust David and the quality of the service at Keenan Honda. Upon completion, while reviewing the paperwork, I noticed the entire service had taken less than two hours to complete. I was told this was normal and every step of the process had been finished.
One item immediately caught my eye. I had recently had a tire repaired which left a noticeable marking in the rubber. The tire was in the same place as before the service. This meant one of the service steps, the tire rotation, was clearly missed. I brought this up with Gary, a service manager, only to receive a rather dismissive and frankly condescending response telling me the technician did not rotate any tires because the tires in the best condition were already in the front. This was in my opinion, a bullsh#t answer. My tires set had not been rotated in almost 10k miles. Tires do not wear evenly, thus rotation helps ensure balanced wear. He also quipped if I disagreed with their assessment they would perform the rotation as if it were somehow a favor to me. I asked him then and there if he believed in his tech's answer and he replied, he did. That basically told me that he was more concerned about protecting his technician than fixing what was right for a long time customer. If he had been forthcoming and admitted this was probably a missed item on the 45K service I could have understood and accepted it.
Additionally the way he chose to handle the situation puts doubt in my mind over other aspects of the service quality at the dealership. What other items might they have missed, but won't be straightforward with me? Ultimately the reason why I take my car to Keenan Honda and am willing to pay a bit more than a local shop, is because I have trust in their workmanship and satisfaction in their customer service. Unfortunately this time I received neither.
From this point on, I'll be taking my car to a different Honda dealership for service.