John Laird

23 Honda Pilot Elite purchased a year ago from Crown Honda and I recently had issues with windshield washer motor/pump. Washer solution not pumping from front, rear, or cameras and the reservoir was ful Honda and I recently had issues with windshield washer motor/pump. Washer solution not pumping from front, rear, or cameras and the reservoir was full. I was proactive and called ahead to ensure the part was in stock. It was not and was backordered. Part ordered with a status of critical. 2 months later and still no part shipped to dealer. Opened a case with Honda Corporate. After working with Honda Corporate representative for 2 weeks, the part is finally shipped and received by Crown Honda parts. Robert in parts was helpful initially, but grew frustration with me calling weekly to follow-up. Scheduled service appointment and arrived early on Thursday 8/1 to have the vehicle diagnosed and repaired. Service advisor Michele Dessert was assigned as the advisor for my 3PM appt. I arrived early at 2:15 and was checked in by an older gentleman standing outside at the service area. I proceeded inside and sat down. I eventually sought out Michele who stated she was leaving for a dental appt and gestured to Daimara. Michele proceeded to ask me who diagnosed the vehicle and how do I know that it was the windshield washer motor. She also asked who ordered the part. I explained that it's a known issue with the vehicle and the part has been on backorder for several months. I live over an hour away and wanted to be sure the part was available before diagnosis for obvious reasons. Her demeanor during this interaction was condescending. At approximately 345PM, Daimara called my name and stated my vehicle was ready and that the motor was replaced with the one I originally ordered. No charge warranty work. I drove out of the service reception area and tried to clean the windows to test the repair and no washer solution was spraying from the front or the rear. The issue persists and the repair was unsuccessful. I immediately called Crown Honda and asked the operator to connect me with Daimara. I let her know that the washer solution was not working and she stated the technician had it working after replacing the motor. She then stated I would need to bring the vehicle back to diagnose and suggested I come back the next day (Friday). I advised her that I have to work and I live an hour north of the dealership, but I could come back Saturday. She scheduled me for Saturday morning and I also requested a reimbursement for gas since the repair failed and I would need to come back again. I asked if the service manager was available to speak with to notify him of my concerns. Well, he was out that day due to an emergency. The next day, Daimara was trying to reach me to reschedule the service appt for the following Saturday because "we don't have a master technician working this Saturday". Really? I would think Saturday is the busiest day of the week for service appts and you would staff a master technician. This dealership provided a poor customer experience and I would recommend avoiding it for sales and service. More

Print