AVOID! DO NOT DO BUSINESS WITH LEE’S SUMMIT HONDA!
This past Friday, my airbag indicator light went off and I called Lee’s Summit Honda and scheduled a time to have my vehicle looked at. The following Monday, I arrived at the Service Center at 7 am to do a diagnostic. After waiting nearly 2 hours the Express Advisor, Jamie Rowe-Russo, notified me that the airbag malfunction was covered under warranty and would be repaired at no cost to me. She then listed several issues with my car (crack in the engine manifold that was leaking exhaust into the car’s cabin, as well as some gaskets that needed replaced). She totaled those repairs to$1,600. I plainly explained to her “I can’t afford that. My car isn’t even worth that much. It’s worth $500 tops. In fact, I’m planning on getting rid of it soon.” I was told that a part needed to be ordered to repair the airbag malfunction; they’d need to keep the vehicle and was sent off in a rental car.
The following day I received a call that my vehicle was finished and I arrived shortly after back to the Service Center. Upon arriving, I was greeted with a bill for $956. Caught completely off guard, I asked Jamie why these repairs were done to my car without my authorization. She claims I verbally told her to do so. I never once agreed for them to make these repairs and asked for a document that I signed that authorized the repairs. She said “we don’t do that here.” I was dumbfounded. Jamie offered me a credit card application to help pay for the repairs. I then asked to speak to a manager and was introduced to their Service Manager Karanne Benton who could to have been more rude and unprofessional. I explained the situation to her and expressed the miscommunication between Jaime and me. Her response: “Well, we trust our employees and what they say.” I asked her for proof that I authorized the repairs. She couldn’t formulate an answer.
Next, I asked to speak to a General Manager and I was introduced to another Service Manager named Chris Stevens. Again, I explained the situation to him. At first he was understanding, and then suddenly turned rude. I simply said “I didn’t authorize these repairs, your assistant (Jamie) admitted that I told her ‘I can’t afford it’, and you don’t have anything to prove my desire to have these repairs made.” Plain and simple. Any manager worth anything would simply say “It’s a miscommunication on our part, we apologize, and we’ll eat the $956 bill.” Instead Chris offered to put my old, damaged parts back in my car! How insulting! I reluctantly agreed because I spent nearly 2 hours there and was late returning to work. I felt cheated to say the least. In hindsight, I should’ve just taken my keys from them and left.
The following day, I received a call that my car was finished (replaced with my old parts). I arrived and asked to speak to the highest person in charge at the dealership. I was introduced to Scott Hubbard, who was kind enough to allow me to explain the situation again. He brought Jamie in the office, where again, she admitted that I told her “I can’t afford it. My car isn’t worth that much.” I explained to Scott that he has a gap in his system that needs fixed: the customer should authorize repairs, by signing an itemized service order. Scott told me “that’s what supposed to happen, but even if a customer did sign an order form, we’d still be having this conversation.” Seriously? I asked “why wasn’t I given anything to sign?” “People make mistakes,” was his response. Again, any manager worth anything would’ve offered to remedy the situation appropriately (free oil changes, a Honda credit, etc.). After explaining how he wanted his customers to leave feeling satisfied, Scott made no such offer to make the situation fair for me. I explained to him how bad this was for business. Here he has a customer in need of a new car and he won’t offer anything to appease them. Bad business. I told him “I’d like to, but I just can’t do business with you.” He didn’t seem to care much at all. I wasn’t looking to get anyone in trouble, wasn’t looking to exploit the situation- just wanted to be treated fairly. Guess I wasn’t worth that to them. I won’t be back and I recommend you take your business elsewhere.