My 2007 Odyssey has been a dependable vehicle since I purchased it new at Zimmerman’s with Ruth Sanders. Zimmerman’s performed all the maintenance and always contacted me if additional work might be required. On one of my last visits, I fully expected to need tires based on the number of miles I had on them. The service representative quickly pulled up the vehicle check in sheet and told me how much tread was remaining on all tires and their conditions.
Based on my pre-purchase homework, I didn’t expect any major engine or drive train problems. Without warning, the engine started running rough. I took my van into Zimmerman’s Service Dept. to check out the problem. I spoke to AJ Castor and explained the problem. AJ kept me up to date on the progress of determining the problem with daily phone calls. It was later determined that an internal mechanical failure had contributed to damage that required a new engine. My warranty had expired and I was faced with 2 very expensive options.
This was not a mechanical issue they usually see and I couldn’t find any indication on the internet of Honda engine failures. Just within my immediate neighbors, we have 3 Odysseys, 2 Pilots and 2 Accords and a CRV so I know Honda is a dependable vehicle.
I asked AJ if they could try running it past the next level of Honda which turned out to be a District Honda Rep.
Not knowing the process, I may have panicked a little and contacted Ruth hoping she could act as an advocate for me in the process. Ruth contacted me right away and verified things were being processed.
When it was referred to the district person, I really expected a lot of red tape. It didn’t happen. A happy AJ called me and explained a very generous offer from Honda for a new engine. I didn’t have to fight, argue, provide maintenance records or the like. Just a very nice offer waiting for my approval. A verbal approval over the phone and before I knew it, I was picking up my freshly washed Odyssey with a new engine and extended warranty.
It was really a painless experience considering the initial diagnosis of major engine failure. Daily updates from AJ and hand holding from Ruth helped me realize that “Great Customer Service” does still exist.
I need to put a few more miles on the van but when it’s time for a replacement, I know where I can get Great Service. I'll be back at Zimmerman's.