We dropped off our Honda Accord on a Monday to diagnose a check engine light (CEL) that's been on due to the car running too rich (too much fuel/not enough air). The car needed to pass inspection, so it was crucial for us to get the issue diagnosed and then repaired right away. For background, I own a copy of my car's Honda Service Manual and have already replaced the most common parts that may cause that CEL (MAF sensor, O2 Sensors, dirty air filter, fuel injectors, etc). I had a good amount of experience with the issue beforehand, but figured taking it to a "professional" dealership with good reviews was the best option at this point. I was wrong. This review is pretty long so bear with me.
Our service advisor was Connor and our tech was Justin. On Tuesday, Connor calls us and says that the "master air flow sensor" needed to be replaced. That part doesn't exist, so I asked if he meant the "mass air flow sensor" instead? I politely explained to him that we already replaced the MAF sensor TWO times (with Honda parts) and that the tech was wrong. The lazy tech probably only recommended that because replacing that sensor takes a total 2 minutes of work. Connor explained that when they swapped in a new sensor, the car wasn't running rich and was back to normal. That sounded like complete lies, so I asked to have a before and after readout of the fuel trim as proof (that only takes a few minutes to do). I also asked for them to explain exactly what was diagnosed that led to that conclusion. After calling me back, Connor provided neither and instead said he would warranty the sensor for free (after I provided the receipt). I explained to him that replacing the sensor wouldn't fix the issue, but I figured that was fair of him and I might be wrong. We left the car another day and the sensor was ordered to arrive tomorrow.
On Wednesday, the sensor was installed and we were told "the car feels fine" after a road test. Since I didn't get that before and after readout, I suspected the light would come back on. Another advisor I spoke to said that I was being "too technical", even though this is pretty basic stuff that a Google search could explain. We pick up the car, pay the $144 (sales tax + an extra $5 in fees), and walk away. When I looked at the service report, it says that they were diagnosing a "lean" condition when the car had a "rich" condition. Although that may not seem like a big deal, those are two completely different issues - it just goes to show how clueless the advisors are. According to Connor, that's what his "manager" wrote. But whatever, I figured the problem was solved and that was that.
Literally 2 minutes later while driving, the light comes back on. At this point, I was considering just walking away and never going back to them again, but I paid money for this. I drove back and dropped off the car again.
On Thursday, Connor reached out and told me that further diagnosis was being done with a more experienced tech working on the car. Connor apologizes and says that a more experienced tech should've been working on the car from the start. By now, I asked multiple times for a list of what exactly was diagnosed on the car. For four days straight, they still couldn't provide that and couldn't figure out what was wrong with the car. They wanted another day with the car to further troubleshoot, but I wanted them as far away from the car as possible at this point. I had no faith in them and I didn't want to risk any damage to the car. After some resistance on Connor's part, I get understandably angry and tell him that I'm picking up the car that night and that wasn't up for negotiation.
This is where I was truly blown away by this service department: Connor calls me back and says that the tech BROKE two vacuum hoses in the car, which explains why they were hesitant to return the car that day. I bet the only reason I was even told that was because I was going to pick up the car that night, if I left it another day he wouldn't have said anything and it would've slipped right under the radar.
On Friday, they replace the hoses and do no further diagnosis. Connor's excuse was that since I wanted the car back, they couldn't diagnose it further, even though I wasn't picking up the car until after 7 PM. He also said that the light was an "intermittent issue", which made it harder to diagnose. The light has been consistently on for over a year, and if it ever turned off, it would turn back on after a few hours. I also finally get a response for what was diagnosed: "The sensor was replaced, the fuel pressure was normal, and the other troubleshooting steps in the service manual for that check engine light were done". Are you serious? It took FIVE days for that? In total, we didn't have our car for FIVE days, we had coolant hoses broken by negligence, and paid $144 for nothing.
During this entire process, I asked to speak to a manager maybe five times. The excuses/lies I got each time were: "He's in the service bay with your car", "He just stepped away", or "He's in another dealership, he owns multiple dealerships". If I was able to resolve this issue with a manager, I wouldn't have to waste my time writing this in the first place. The amount of lies and dishonesty from this place have been ridiculous. Stay far away, this service department is the worst.