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Bad Service Experience, wow... (long)
I am not one to head to the service dept.s very often. I do pretty much all of my own maintenance on the car, rotations, oil changes, filters, etc. So the other day as in the latest post I made about the brake issue which was resolved (see other post) I dropped the car off to the dealer. I was astonished that they actually were open until 12 midnight. What convenience! Well I talked with the service advisor and we had a good conversation and I was assured that cause my car is under 36k that diagnostic is covered under warranty.
I get a call the next morning from another gentleman who informs me that the man who is working on the car is going to be in at 4 and he will be right on it and he just wanted to call to check up with me, how nice I thought. I even expressed to him that it would be great if they could wash my car (which they claim to do complimentary) since we had that ridiculous wind and rain in the Northeast and the car was filfthy, really really filfthy.
I get a call around 4pm and the service advisor told me all about the brake thing (again see other post, all was fine no issue). and then goes into a rant. He explains that it is recommended I do my 30,000 miles service (flushes, filters, etc.), have my rotors resurfaced, and get wiper inserts. I almost fell off my chair laughing. I then politely explained that the car had a 30,000 mile service done when I purchased it as a CPO car. It had 29,000 on it then but they did the 30k. I also told him that I replaced my wiper inserts about 3 weeks ago and also that I never resurface rotors, I just buy new ones. I don't believe resurfacing helps all that much and the extra time you get out of them is more of a budgeting factor if you can't afford new right away. I feel like he might have just been reading this off a piece of paper. He also mentioned that coolant and transmission flushes needed to be done, lol. Sorry, I did the coolant on my Honda at about 50k and the tranny at 60k. Which is normal. Not 35k.
Anways, I said no thank you I'm all set, but they are going to wash the car right. He says absolutely. Great! I show up at the dealer at 5:30 and go into service, they call for my car, and then she tells me there is a $49 diagnostic charge? I said that can't be I was told it was covered under warranty. She then says that the usual price is $89 but I was given a break! LOL, well I then went to Anton the service advisor who was outside at the time and upon walking out I see my car running and waiting for me. AND FILFTHY, it actually looks dirtier than when I brought it in. So now I'm pretty pissed.
I grab Anton and he starts rambling to me that he and I quote "specifically informed me last night that if it was an issue that had to do with the brake components, i.e. pads, rotors, then I would be charged." I throw back at him that and I quote again, "I dropped the car off last night exlaining that I thought it might be an issue with the components but that since it is under warranty still I wanted to check it out." He gave me the same stuff in a different set of words trying to go around it. I then tell him that if I knew I would have the potential of being charged a diagnostic then I would have not brough it in and dealt with it on my own time. And also that there is no point to warranties if I cannot bring it in w/o being charged for something. I then rap into him about how I wanted the car washed. Here comes the kicker. He tells me word for word "I never knew, nobody told me about this." My jaw dropped and I explained who I talked to on the phone, and he repeats "I didnt hear about that." Meanwhile we are standing next to my car which is disgustingly dirty. He then asks if I have ten minutes now, I said no and walked towards the service office.
Again, Im pretty anal about cleaning my car, but since I had no time i figured once out of my hands was OK, but oh well didn't happen. So I stammer inside to pay the $49 just so I can get the hell outta there. She asks, is everything ok, I say no but whatever. Next thing you know, the service advisor comes over takes my sheet with the charge on it and says its ok, dont worry about it. So I kindly walked out and left to wash my car on my own.
Now I used to work in a dealer Acura to be exact so I know how service works. Advisors do not usually have the power to just take away a charge, especially diagnostic, so I feel like I was trying to get taken for a ride. What a joke, reason # 1001 why I do my own work or go to someone I trust. Bottom line, not using them ever again, don't care if they are 5 minutes from my house, I will travel. But what a crock!
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