No stressful haggling, no standard car dealership weird pressure.
Today though, I need to explain just how awesome the service department. I have had nothing but stellar interactions with everyone there. I went in this afternoon to pick up my truck from a normal oil change and Ali informed me that the mechanic had found a leak at the power steering pump. He explained that they would start the warranty process, and scheduled me for the replacement. Ali took the time to figure out what would work with my schedule and make sure they would have a free loaner car for me to use.
Today I want to thank Ali for not only being an outstanding member of an incredible team, but an exemplary individual in his own right!
After the repair, I checked with the warranty company and three other service departments (two Honda dealers) and all agreed that the work should have been able to be completed within the allotted 1.8 hours. When I pressed the service manager about the additional time and cost, he started to give me a story about needing to remove the fender-wheel lining. After taking the vehicle home there was no indication that this had been done as the connectors and screws had the same level of dirt on them showing they had never been touched.
Bottom line - the shop was simply trying to pad their charges.
I would not trust this shop to do any work an any of my vehicles and instead will find a reputable and honest mechanic in the future.
David. Sorry to hear about your dissatisfactory experience with our team. We work hard to ensure that our customers are happy with our efforts and we approach each interaction with that in mind. So please understand that in this instance and all others, your satisfaction is our goal.
The supplemental warranty provider was not providing sufficient time to cover our labor costs. We requested one hour of diagnosis, which they covered. Using an industry approved labor guide, we requested 1.6hr for the repair – here they suggested that ONLY 0.6hour was sufficient to perform the job. We checked with our lead tech and he reviewed the repair & advised that labor guide was more accurate. At this point, there are two options for us: decline the job or have the customer (you) pay the difference.
Option 1 – Decline the job.
You would have to pay us diagnosis fee because warranty provider will NOT cover your diagnosis unless job was done. Then you would take your car to another shop or Honda, where, possibly you would run into a similar situation.
Option 2 – Customer pay the difference.
You would be pay us $120 to cover the difference between what the warranty authorized & what was remaining.
In your case, option two was jointly decided between you and our service advisor; and additionally, we worked with you to pay $80 rather than the $120 that was requested. You authorized the job & we moved forward with the repair. Got the job done shortly after & called you to pick up.
It was after agreeing to pay & authorizing the repair, you showed displeasure and decided that we were overcharging, which, I assure you we were not after doing the job. We are simply not an establishment that works that way. There is no reason why we should be shortchanged for our efforts and hard work. We pride ourselves on honesty & transparency, and you will get that 100% of the time when you come to us; and we hope you and others here read this reply to reconsider your review.