Worse experience with Surrey Honda (BC) service department

[ecsw]

Had many cars in my life and dealt with many car dealer service department, but never once I felt so mad this past Saturday when I took my Pilot for oil change.

I have been to many dealers for all of my car services in the past 10 year. The only place that I don't get a smile from the service department is from Surrey Honda (BC, Canada). well, no big deal. They have the "new" system that they have many service advisors dealing with customers only if you made an appointment with him/her. If you are a walk-in, u can deal with any of them.

I made an appointment at 11:30am. Got there 5 mins earlier. The "advisor" I made an appointment was NOT THERE. I stand there like an idiot while other advisors were working on their own things. Sure, they were busy, but 5 mins later, the advisor is still not there. The reception told me "She is out for lunch." I asked, "can anyone take my case then?". I then got assigned to another advisor who doesn't seem to like it. He then told me I "refused" Type B service before which I replied him I did it myself as they charge $80 for changing a VTM-4 fluid and DIY is less than $40 not to mention tire rotation is $80 from the dealer but Free from KalTires. He then emphasize that "Then you DON'T have warranty anymore" since it's not done with us. Actually, this happened to me every time I go there for oil change and they have been telling me that I void my warranty ever since. Ok, fair enough.

But then he told me, it would be 1.5 hours for the oil change. hmmm... It's kind of long but sure. 1 hour and 20 minutes passed. I went to see if my car is getting ready. Guess what? MY CAR IS STILL OUTSIDE.

I went to talk to the "advisor", "it's almost 1 hour and 30 minutes, but my car is still outside?". He doesn't even look at me and said "I TOLD you it's 1 hour and 30 minutes, it's NOT time yet!". I said "But my car is still outside? U can change the oil in less than 10 minutes and I have to wait 1 hour and 30 minutes with an appointment?". He then look at the computer and said "the guy who got assigned with my car was OUT FOR LUNCH too! He will move me to the first priority?". I was not mad up to this point. Why am I assigned with a time that everyone is going for lunch? If the "advisor" knew she had an appointment at 11:30, why would she even left before the customer is coming? I didn't said anything but went back and sat down. I thought I would give them 10 more minutes, if my car is still outside then, I would just go. Sure enough, 10 minutes later as I walked toward to the advisor, I saw my car was taken in. Another 20 minutes or so later, it was done WITHOUT a car wash as they usually gave me.

I am all pissed off. From now on, I will change my own damn oil. I always go to dealer as I think $40 to change the oil is reasonable as I don't want to deal with oil filter myself. VTM-4 oil doesn't have filter that's why I change it myself. But apparently they don't think my $40 worth their time and I think I will just get dirty myself since they don't give out the warranty anyway.

I WILL NOT GO TO THAT SERVICE DEPARTMENT AGAIN. Anyone going there for service, please make sure you know what you are getting yourself into.

[Nick1214]

they sound like jerks


Do you actually have to make an appointment and someone else who just walks in gets served too?

Maybe I am ignorant but I think that is really f*c*ed up


sorry about your experience

My advise is to try to find a semi normal Honda dealer in your area and slip a $20 to the nearest service adviser and work with them from now on.

I have been working with the same person since 2003 and the $20 doesn't hurt but actually saves me money in the long run


~Nick

[jet757f]

The Honda dealers here in California have also played the appointment for an oil change game too. There is NO way that I am going to make an appointment to get the oil changed in my car.........give me a break!!

So I do not take my car to the dealer for oil changes. As long as you save the paperwork from wherever you go the warranty is still good on your car.
As far as the VTM oil I bought some from the dealer and had the oil change place change that too.

I recently took my extra car (CR-V) to the dealer for a timing belt change and they didnt say a word about appointments so maybe they have backed away from this policy.

[colorider]

Moved from "General".

[ecsw]

Originally posted by colorider
Moved from "General".

lol. sorry didn't notice this section. Thanks for moving it for me.

I might take it to Acura dealer instead but they did told me they will not do warranty service for the car.

Well, I guess it doesn't really matter anyway. Our Pilot never had any major recall or things like that.

Nick1214:I don't think anyone could have cut into the line if they walked in. But almost 2 hours for an appointment oil charge is just insane. If someone really cut into my line I would be totally pissed off.

[GreenMachine]

Wow, what a crappy service dept. Did you talk with the manager? I can't imagine he would be too happy to know the people who let him have a job are being treated this way.

I'd talk with him/her, and if nothing comes out of that, I'd go elsewhere, or like you said, do it yourself. Just keep your receipts.

[ecsw]

Originally posted by GreenMachine
Wow, what a crappy service dept. Did you talk with the manager? I can't imagine he would be too happy to know the people who let him have a job are being treated this way.

I'd talk with him/her, and if nothing comes out of that, I'd go elsewhere, or like you said, do it yourself. Just keep your receipts.

I told the guy that I have the receipt of purchasing the VTM-4 Fluid from their parts department but he told me, "No, that doesn't count".

In reality is, I hardly complain about anything. When I don't like the service from any store, I would just stop going there. But this time, he actually made me mad and that's why I need to find a place to rant.

[GreenMachine]

As far as I know, there is nothing that says you have to do all your maintenance at a Honda dealer. As long as you are doing the maintenance recommended by Honda, the burden of proof will be on Honda in the event anything fails. As long as you have your receipts for any maintenance done by another mechanic or yourself and the services were in fact done, you should be okay.

The only thing a dealer can offer is the warranty on the work done, but in this case it hardly seems worth it with the advisors working there.

Good Luck.

[ecsw]

Originally posted by GreenMachine
As far as I know, there is nothing that says you have to do all your maintenance at a Honda dealer. As long as you are doing the maintenance recommended by Honda, the burden of proof will be on Honda in the event anything fails. As long as you have your receipts for any maintenance done by another mechanic or yourself and the services were in fact done, you should be okay.

Thanks.
That's exactly what I thought and did. But I can't stand that they reject it all together saying that my work doesnt count.

[GreenMachine]

Originally posted by ecsw


Thanks.
That's exactly what I thought and did. But I can't stand that they reject it all together saying that my work doesnt count.

Just chalk it up to another dumb@ss service advisor who doesn't know $hit about what they are servicing.

I don't know about you, but when I go in for an A or B whatever service, they start listing all this stuff I don't need. I then reply to them that I am in for the service listed in my owners manual.

[robrecht]

Hi, ecsw.

Sorry to hear about your stupid service dept. If you haven't already, please update our Dealer Rating section so others will be forewarned.

You may also want to let the manager/owner know that their reputation is suffering on account of their behavior.

Thanks!

[quietdragon]

Originally posted by ecsw
Had many cars in my life and dealt with many car dealer service department, but never once I felt so mad this past Saturday when I took my Pilot for oil change.

Vote with your feet. I'd talk to the general manager of the dealership and then spend my money elsewhere. They obviously don't care enough to take the trouble to keep your business.