I went in for an oil change in July on my 2020 Honda CR-V, which I purchased from the dealership in…read moreJanuary of this year. While my service advisor was very nice, I had a technician from another dealership inspect my car coincidentally in late August and saw that the drain plug was on the verge of falling out, which could have resulted in my engine failing, or worse, exploding. The undertray was also covered in grime and oil and was missing several screws.
Additionally, my cabin air filter wasn't checked or replaced and was replaced upside down the previous time. I also did not get a maintenance reminder sticker, which is minor in comparison to catastrophic engine failure but still unfortunate. While my experience as a customer during the service was pleasant, I was sad to find that the work done was sloppy and negligent.
After seeing my original review, Monty, the Service Manager, called me to fix the situation but begged me to take my Google review down more times than he apologized for the department's error.
I was refunded for the price of the oil change, and we scheduled a service appointment for the following week for a complimentary air filter replacement and car wash.
During the appointment, I waited nearly two hours for the air filter replacement and exterior car wash, and was then informed by Monty that an employee had mistaken degreaser for soap and that I would be driving home in a rental car while my car was taken to a third-party body shop. Only after I got home did I realize that the car had trash and dirt from the previous owner and that it had only 1/4 tank of gas. This is an easily understandable mistake if the car hadn't been sitting in the drive for 30 minutes while I signed paperwork for it and if it were the only mistake that happened.
I confirmed verbally with Monty that the body shop would not touch my car until I had approved all work to be done on it.
The following morning, I sent an email to the Service Director explaining my frustration and confirming that the body shop would not work on my car without my approval, and he promptly replied to the email noting my concerns and stating that Honda's main objective at this point would be to return my car to me in its previous condition.
Once I received the estimate and approval from Monty for the body shop, I called the body shop to ask for an explanation of the work being done. The technician was very professional and explained everything that was being done to my car. He also stated that he had been working on the car all morning and he had received no instruction to wait for further approval.
At this point, I was beyond frustrated that at every turn, my interactions with the service department at this dealership have been laughable. This is not the fault of a single tech or advisor, but a departmental failing.
I followed up with Monty on why my car was worked on without my permission when I had confirmed verbally and in writing that it wouldn't be. He stated he was shocked to find that out. He replied to each one of my questions by stating he had no idea that any of that had happened. However, Monty was the advisor on my service appointment; his lack of knowledge of all the mistakes made on my car is not proof of his naivete; rather, his negligence.
He connected me with the Service Director, Dusty, who listened to my concerns, and I gave my approval for the body shop to continue working on my car. He stated that my car would be delivered to me with a full tank of gas and a new rear wiper blade. So, at the end of what was supposed to be a routine oil change, air filter replacement, and car wash, I will be receiving the standard experience at many other dealerships- oh, and a free wiper blade.
Dusty stated on the phone call multiple times that it was embarrassing for him to even have to take this call and verbally confirmed that my email would be forwarded to the Owner/Principal Dealer after several requests.
Finally, on 9/12/26, my car was delivered to me looking very shiny and with a full tank of gas. They also made sure to update my service sticker for my next oil change due @60k when my car currently has 46.5k on it. I'm not sure what they have done to my car that they want it to blow up so badly...