Adam Denton

I brought my CRV in for a driveability issue and was diagnosed with a blown head gasket, a $5,000 repair. After the repair was completed, the car had the exact same issue. The actual cause turned out to diagnosed with a blown head gasket, a $5,000 repair. After the repair was completed, the car had the exact same issue. The actual cause turned out to be the turbocharger, which required an additional repair on top of what I had already paid. I want to be fair to Arbenz Anton, who I worked with directly. He was professional and was doing his job. However, when faced with a unique and unexpected circumstance, the process and decisions coming from leadership fell short of what was fair to the customer. I came to them relying on their expertise, and when their repair didn't resolve my original concern, the initial position was that I was fully responsible for both repairs. Despite Jason Ung being involved and Adam Denton serving as GM, no one stepped in to do right by me until I forced the issue myself. After nearly a month of Honda Corporate reviewing the situation, their proposal was only $1,000 off the head gasket repair. What made this even more frustrating is that had I accepted their offer, I would have still been responsible for the turbocharger repair on top of it. That was actually less favorable than what the dealership had already put on the table, which was covering the turbocharger repair entirely as long as I paid the original $5,000 head gasket repair. The resolution I ultimately accepted came from pushing back myself, not from Honda Corporate stepping in to do right by me. I'll be fair, car repairs aren't black and white and unforeseen things can happen. That's something I genuinely understand. But if I had one piece of advice for anyone bringing in a car with a complex or unclear issue: ask your technician upfront to explore all possible causes before committing to a repair. Understand that what they find may be a real issue but not necessarily the only thing contributing to your symptom. Ask specifically, 'If this fix doesn't resolve the symptom, what's next and who is responsible?' Get that conversation on record, document everything, and advocate for yourself early because the process won't always do it for you. More

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