I have been bringing my Honda Pilot to Honda of Stamford for over 10 years. From back when it was…read moreHonda of Greenwich. During that time, I have spent a significant amount of money there and consistently followed their recommended maintenance. Unfortunately, after years of repeated problems, I have completely lost confidence in this dealership's service department. This is not about one bad experience or one employee. It is a pattern of questionable recommendations, poor workmanship, inadequate communication, and a lack of accountability. As someone who does not like change, it took a lot to get me to this point. My experiences combined with speaking with many others having similar issues prompted this review, which should have happened a long time ago. I have tried by phone and email to both the "current" Service Mgr. Dom, the General Mgr. Lou and have even spoken to the receptionist a couple of times to convey the message hoping to get a call back. One of my biggest concerns is the maintenance recommendations I have received. There have been occasions where I was encouraged to have work performed that I questioned whether I actually needed or not. In one particularly concerning example, I was told that my engine and cabin air filters were extremely dirty and should be replaced. The problem? I personally replaced both filters only days earlier because of past experiences. When I questioned the recommendation and asked to see the filters, the explanation changed. Experiences like this make it very difficult to trust recommendations for additional work. Customers should not have to wonder whether they are being encouraged to pay for services or parts that are not actually necessary. The workmanship has also been a major concern. Over the years, I have experienced multiple issues after service, including fluid leaks, improperly secured components, loose or missing hardware, and damage to vehicle components. On one occasion, after a major service, I discovered fluid all over my driveway because a power-steering clamp had not been properly reinstalled. It took weeks with multiple calls, emails, and a threatened law suit before the dealership acknowledged the issue and addressed it. The at the time "current" Service Mgr. Earl blamed it on upper management lack of follow up and the "lack of quality help" hired by the dealership.
I have also had to deal with problems after routine service that should never have occurred. After my visit, I discovered that the engine air-filter housing had not been properly secured and all four screws not being screwed in. I only discovered this after my check engine light came on prompting me to inquire about the issue. After my next service, again my check engine light came on again. I later found the front two screws were loose, back screws tightened and a cracked portion at the rear of the same housing. I also discovered that a bolt securing my glove-compartment hinge was missing, causing the compartment to come apart when opened. Although I rarely go into my glove, given the prior history and the recent events, I decided to check my cabin filter. My glove box was locked, which I never lock. Upon opening my glove, it fell apart and crashed onto my floor. Yes, one of the hinges were broken and missing the screw for it. Now I know why my glove box was locked. There have also been issues involving my personal property. Items that had been hanging from my rearview mirror were removed and later found broken underneath my seat without any explanation. Upon bringing this to the service desk, I did receive a sideways apology. These things may seem minor individually, but when combined with repeated workmanship problems, they contributed significantly to my loss of trust, time and energy. The customer service and management response has been just as frustrating. There has been constant turnover among service advisors and supervisors, making it difficult to maintain any continuity or consistent resolve. I have repeatedly explained my problems, provided documentation, followed up, and attempted to resolve issues directly with management. On my most recent attempt, I was told my concerns would be investigated and that I would receive a response. I followed up twice within a two-month period following when I heard nothing and still received no meaningful response as of this review. After nearly 10 years of loyalty, I expected better. I gave this dealership numerous opportunities to correct problems and maintain my trust, but the same types of issues continued and their total disregard for the customer is disgusting. I understand that mistakes can happen. What is unacceptable is a repeated pattern of questionable recommendations, poor workmanship, inadequate communication, and little accountability when customers raise legitimate concerns. It's also unacceptable when the new "current" service mgr. tells you that he doesn't see any record of these issues in their system when I have all the do
