If there is one thing I really can’t tolerate, it would have to be a company that doesn’t strive to keep their loyal customers happy. I’m tired of these huge corporations and companies crapping on customers once they’ve made the BIG sale!
I purchased a brand new 2008 Honda Odyssey in February of 2008 and since then the van has started to lose all of the luxury that the salesman raved about. Things are falling apart, the leather is tearing, the wind noise is unbearable and the customer service you get at Goodson Honda leaves nothing to be desired!
I live about 45-60 minutes away from Goodson Honda but purchased my van there because they promised so much more. Taking my van in for service is quite a task and requires a good portion of our day. My light came on showing me that I needed maintenance, so I called the dealership to get the total cost and see what time they closed. I was told how much my service bill should be and told they closed at 7:00 p.m. The hubby got home early today so we headed out.
When we get to the dealership, of course the service adviser tries to up-sell the service that I’m getting. Part of the service was to get the transmission fluid replaced and wouldn’t you know there are 3 options ranging in price from $75-$179. On the phone, I was quoted $75 for the transmission service. Of course, the $75 service wasn’t as good as the $179 service or so they say. I also needed an oil change, tire rotation and air cabin filters replaced.
When I started asking about the leather that was tearing and the wind noise, I was informed that the part of service that handled that was already closed. But you recall earlier when I called I was told service closed at 7 p.m., but much to my surprise the service department at Goodson Honda has two closing times! How convenient, right!
Now, I have to make another trip out to Goodson Honda with three kids in tow in order to have my fan fixed. And to top it off, there is a recall that I knew nothing about. They said that is the reason my van has been hesitating when I push on the accelerator. Is a simple letter in the mail that hard to do? I know when my Ford Explorer had a recall, Ford sent out a postcard informing me. I thought that was standard protocol, but obviously not for Goodson Honda.
As I sat in the waiting area waiting for them to finish the service on my van, I noticed the other service department that supposedly closed at 5:00 p.m. still had technicians in there working on other vehicles. If there were technicians there, couldn’t they have at least looked at my van. When we arrived it was only about 10 minutes past 5 p.m. It’s not like I arrived at the dealership at 6 p.m.! I have used Goodson Honda service for all my oil changes and all those expensive recommended, but probably not necessary services. I have had loyalty to Goodson Honda. Where is their loyalty to me?!?
Since I know many of my readers are moms, I know many of you can sympathize with me. Spending any amount of time at a car dealership with three children isn’t at the top of my list. When I asked about loaner cars, I was told they would try to work with me but couldn’t promise anything. However, when our van was finished and we headed to the cashier to pay, I asked the service adviser for the name and number for the Service Manager. He did talk to his manager and she did say they would work with me on the loaner car for the recall repair and the other problems I mentioned earlier. But what exactly does “work with” mean? Let me use the car free, give me a discount?!?
I do appreciate that they will “work with” me but lets not forget that I have to drive 45-60 minutes again, with three children in tow, when I already went there once expecting my van to be fixed. I already took time out of my already busy life to drive all that way because of my loyalty to Goodson Honda. I would only expect that Goodson Honda would have the same loyalty to me!
sarahcaiafa says
This is the reason we will never buy another honda. It isnt just your honda dealer. It is honda dealers in CT too. My husband works for Ford. I heard a customer singing his prasies at the counter of the gas station. I made sure to thank him. It is not just him it is most people around here seem more happy with other competitors services. This man had no idea I was the wife of his car sales person. Paul doesnt keep pictures at work.
Our honda experince was we didnt get letters of recall, no loaner cars if service was needed, and we got plenty of lip.
Christy aka The Write Gal says
That sounds like crappy customer service. I can totally sympathize about how getting car service can be a total ordeal and take up your day. I would think at the least they would give you a loaner car. Your experience sounds like one I had with Saturn dealership a few years ago that was an hour away from my house. My lesson learned — I traded cars, bought a Chevy Trailblazer, and now a local mechanic services my car. Good Luck!
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sheila says
Maybe you should slap a sign on your van window expressing your dissatisfaction with that company. Then take a pic and send it to them.
🙂
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Daddy Ryan says
This is just crazy! It really makes me hesitant to buy a Honda at all, let alone one from Goodson. They not only ought to think about the initial sale and follow up customer service, but the future sale to you and other friends and family members. Great post!
.-= Daddy Ryan´s last blog ..Winner! =-.
Cat says
You know, that is really just terrible service. They should be be more understanding, especially with the distance you had to travel.
.-= Cat´s last blog ..Little Miss Multimedia – Generation Tech =-.
Louise says
You know, I hate going to a car dealership, they are the worst people on earth to deal with.
I wish they would have fixed your van for you then because I understand about taking kids out. It’s impossible and then to have to repeat it. UGGGG. I feel for you.
.-= Louise´s last blog ..Fight the Flu Season with The Cold & Flu Symptom Tracker by Triaminic Coupon & product #giveaway =-.
Kasey @ All Things Mamma says
That is horrible! I would be so upset. Guess we know where you WON’T be purchasing your future vehicles!
.-= Kasey @ All Things Mamma´s last blog ..We’re Having A Party! =-.
renee says
The last time we went car shopping, we stopped at Honda and you know not one salesman asked if we needed help!! Needless to say, we bought a Chevy. My last two purchases had been from that Honda dealer.
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Deal-ectible Mom says
That’s so frustrating! As a fellow mother I know how it feels to sit and keep your kids entertained while in a public place…it’s tough! Sorry for all of your frustration ;(
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Kimberly@PrettyPinkMomma says
I’m sorry that you had such a terrible experience there. That sucks having to go back more than once.
I have a little bit of a different take than most because I have worked for car dealerships for the last 14 years so I can see from their side too, one of them being a Honda dealer. Usually when you speak to someone about scheduling they can tell you right away based on the information that you tell them if they can fit you in that day or not. Typically anything leather related should be covered under your warranty if the car is less than 36 months old. Usually services of that type are sublet out so it may have been that the leather shop that makes that repair closes at five all ready had a packed schedule that day. When I worked at Honda our service dept closed at 7 but the techs left at 5. Sometimes they stayed late to complete a job that they were all ready working on and sometimes they stayed late just to work on their own personal vehicles. Its hard to say what was going on at your honda dealer but most techs I know when 5 hits they are gone. Usually the service dept is open from 5-7 for pick ups and drop offs only. Every dealer is different but I have worked for some that offer loaner cars and some that don’t. If they don’t have a loaner fleet they don’t offer loaner cars and they usually hate to pay for you to have a rental car unless they did something horribly wrong and its their fault that your car is not working properly. If they do have loaner cars you should be able schedule receiving one just based on the fact that you purchased your car there alone. The recall letters don’t come from the dealer they come from Honda. Why you didn’t get one is anyones guess but happens. That is why they automatically check any car for recalls when you pull into the drive as a courtesy. Well, technically not courtesy because if they service warranty items for you the dealer gets paid from Honda, not you. So its in their best interest to update those recalls too.
One thing that is weird about car dealerships that the general public doesn’t understand is the department set up. Even though the departments all work for the same dealership each one has its own manager, own hours, own employees, etc… They all kind of treat each other as separate entities within. For example, if you came in at 5 to get your car serviced and the parts department closed at 5 there is no way that service could get the parts to fix your car because they would not have access to them. I don’t know what the case was for you but the person that you originally spoke with on the phone should have scheduled you for an entire day of drop off if they knew about the leather and all of the other problems that you were having. Also, if they do have a loaner fleet a loaner should have been arranged through them as well.
The one good thing about going to a dealership vs. a run of the mill mechanic is that there is always someone higher up the chain to complain to. I suggest asking for the General Manager’s not just the Service Manager’s names and emails. You can write one letter of dissatisfaction and cc them both. If your problems still aren’t resolved than take it to the owner. Bottom line is that your service advisor and the person on the phone set you up for a horrible experience given the fact that you told them all that you wanted done to the car prior to driving out there. You did purchase the van from them and have been a loyal customer. The managers will look at your history and realize this. Most likely they will not want to lose your business and want to resolve the situation.
Sorry that my comment was so long, lol! I hope that my info gives some upperhand the next time that you deal with them when you take your van in. Good luck!
.-= Kimberly@PrettyPinkMomma´s last blog ..True Story Tuesday – I used to be a Hootchie Mama according to my Mother-in-Law =-.
Matthew says
Thats terrible, I don’t like car dealerships either. When purchasing our first car one of the dealerships I went to was crap and overpriced.
I’m happy I bought one off a listing from a private seller.
.-= Matthew´s last blog ..Free Secret Garden Body Scrub =-.
Erin says
It sounds like they lack in customer service. They forget you are paying the bill!
.-= Erin´s last blog ..Nelle & Lizzy: Single, Double & Triple Banded Rings for Mom =-.
Lorie Shewbridge says
That is my worst pet peeve… Poor customer service. I am the kind of person who will tell anyone and everyone about good or bad service I’ve received, and will go out of my way to avoid or get the right service.
I sure hope the treat you right when you have to go back. Make sure you let us know.
.-= Lorie Shewbridge´s last blog ..Photos of Specialist Nikolaus Murowsky, US Army =-.