Credibility of the service department is the issue
I purchased a 2018 Honda Accord Touring 2.0 from Rockingham Honda in July 2018. In September pf 2018 there was a recall on the vehicle. Despite the fact I had the written notice in my hand the service manager stated to me in a dismissive and rude demeanor that there was no such recall. The dealership owner resolved the dispute. In December of 2019 I brought my car in to be inspected by the service department. I was told the tires passed “but barely”. The service report detailed the cost of new tires and I was advised they could be ordered by the dealership. I declined. When I inspected the tires I observed they had substantial tread remaining. The vehicle was driven another 12,699 miles.
On December 7, 2020 I purchased new tires at Town Fare Tire. They also did a front-end alignment. On December 14, 2020 I brought my car to the Rockingham Honda service department for inspection. It was curious to hear that the car required a tie-rod replacement in order to pass. My reaction was that the car only has 47,000 miles on it, how can a tie-rod be bad. I brought up the fact that I had purchased new tires at Town Fare Tire on 12/7/20 at which time a front end alignment had been done.
The service agent presented a proposal for $330.00 to replace the tie-rod. I found that to be exorbitantly high. Left alone for a few moments a Google search of local garages in Salem and found prices to replace a tie-rod to be substantially less. When this fact was presented that fact to the service representative he responded by saying the $330.00 price included a 4 wheel alignment which was not detailed and not mentioned until I questioned it. I notified the service agent that I had an extended warranty on the car, the one I purchased from the dealership. He stated the tie-rod was not covered. I left with a rejection sticker on my car.
The next day I went back to Town Fare Tire and asked if they took any exception to either tie-rod while doing the front-end alignment. The answer was “no, none at all”. The Town Fare Tire manager, after reading the technician’s notes and talking with the technician who did the alignment, further explained if any exception had been taken I would have been advised of such. The manager then asked why I was inquiring. I explained that Rockingham Honda put an inspection rejection sticker on my car asserting that it had a defective tie-rod. His response was, “Are they trying to sell parts?”.
I went from Town Fare Tire to the dealership with a detailed alignment report in hand. When I advised the service manager of the report his response was, “Are you going to believe Town Fare Tire or us?”. I answered I believed Town Fare Tire. It did not make sense that a tie-rod on a carefully pampered car driven 47,000 miles was defective. I left. I had arranged to have the car reinspected at an independent garage in Salem to determine the condition of the tie-rod.
I did not get far though. A few miles from home the check engine light came on. System failure lights appeared indicating failure of the brakes, the steering and numerous other systems. I went home and called the service department. I was advised me to return the vehicle to the service department.and was provided with a loner vehicle.
The service agent called to inform me that the tie-rod replacement and the repair of the system malfunctions would be done under warranty. He explained that the tie-rod was indeed covered by warranty. He stated that originally he looked at the wrong warranty screen and upon further review found the tie-rod coverage, Really?! Each repair required a $100.00 deductible which he said he was authorized to waive.
I notified him that I received a recall alert email from Honda.
Item Affected: ELECTRICAL SYSTEM:BODY CONTROL MODULE:SOFTWARE, VISIBILITY:POWER WINDOW DEVICES AND CONTROLS, BACK OVER PREVENTION: SENSING SYSTEM: CAMERA, VISIBILITY/WIPER, VISIBILITY:DEFROSTER/DEFOGGER/HVAC SYSTEM, EXTERIOR LIGHTING
Date Announced: 12/10/2020
“ The recall is expected to begin January 18, 2021.”
He stated that is what was fixed. But that is not what the service order stated. Fixed was the shifter assembly.
With all the above in mind, I totally lost confidence in the Rockingham Honda service department and the vehicle as well. I traded the Accord for a 2021 Toyota Venza XLE. The purchase was NOT made at Rockingham Toyota, an affiliate of Rockingham Honda.