Last summer we purchased a new CRV from Superior Honda, everything was handled by Jam and I was very happy with the pricing and purchase process, no surprises, very professional, completely first rate experience.
My wife took our 2013 Honda CR-V in for a what we thought would of been a warranted repair yesterday. The vehicle is less than a year old and has under 10,000 miles on it. My wife noticed a few weeks ago that the rear back-up camera feature was out of sync with where it should of been focusing. As a result we called the dealership and scheduled a service visit. Yesterday afternoon I got a message from my wife that the service adviser explained that since he thought that the issue was a result of our negligence (washing the vehicle) which we honestly are not sure how it was broken, my wife said that was all she could think of as to how it happened, that it was not to be covered by the warranty, the repair was to run $350 ($250 part, $100 labor). To say that we are incredibly disappointed is an understatement. We had originally gone to your dealership based upon several family member's recommendations, we will let them and others know of this experience. I and the family will obviously not be purchasing nor have anything serviced at your dealership ever in the future as a result.
Update 4/7/14 I spoke to the Service Manager by phone today regarding the above situation, Robert. The conversation was professional and Robert said he was there the day my wife had the car in. I just spoke to my wife and her version of what was described versus what Robert told me was said last week when she was in the Service Dept. are quite different. I was not there but I will trust what my wife said to be accurate; that the camera was broken, we were unsure how it happened, only wild guess was during a hand wash (which I myself do, and no I would of noticed breaking it).
As I stated to Robert having been in Sales / Service for decades myself that I am well aware that the Customer is Not always right, I'm also aware that some Customers are overly demanding and are sometimes not worth the effort since nothing will make them happy. We are not in that category. This was our first visit for any type of repair / warranty work, we were told the issue was not covered. Boy am I glad I did not purchase the $1000 extended warranty after this experience.
Robert offered to call Honda to see if they would "Goodwill" the part, where was that offer last week when we carved out a few hours to take the car there to have it repaired? Obviously our situation did not seem to warrant the call then, now that we've posted up our experience on the internet they are going to put forth some effort?
At the end of the day I spent a couple of hours working on my 10 month old / still under "warranty" Honda CRV and fixed the rear camera issue (the clip that Honda used to secure it into the rear hatch is VERY flimsy, I'm guessing they've had many other issues such as this) myself with $5.00 worth of JB Weld, it is now mounted much more securely than when it left the factory.
Well, that's been our experience with Superior Honda's Service Department. I honestly hope you have better luck, we will be going elsewhere in the future.