map-marker Los Angeles, California

Terrible Customer Service Policies

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This is from the e-mail exchange that I had with the Customer Service rep from Airport Marina Honda in Los Angeles, CA in relation to a bad service experience at their location on Saturday, 9/7/19. Customer service Rep followed up and this was my response to the experience that I had: "The service rep was ok. It’s just that I had a 7:15 appointment to get my car serviced and I waited in the car for about 10 mins before anyone acknowledged me. Then I wasn’t contacted until 3:00pm about what my car needed. At that point my car was going to need to stay to fix the issue. My car requires significant maintenance and needs a new valve cover gasket. I have extended warranty to cover the issue with gasket and I have coverage for a rental. My thing right from the get go was that the service rep told the other service person to put my car towards the back... I am assuming that they were going prioritize other much quicker services. Which is fine, but then when it is discovered that my car needs something with more attention, my car was going to need to stay and wouldn’t be able to get the attention until Monday as the shop was closing and it’s also closed on Sundays. Which is not fine because I need my car for work. I am a Case Manager for a housing program for former foster youth and I am in the field all day driving from various locations to another. Therefore, I did not appreciate when the service rep told me that a rental/loaner wasn’t available due to them “having just given the last one out.” My issue is that why in the *** do I even schedule an early appointment if my car isn’t even going to be looked at until 2 or 3pm... what’s the point in that and then I’m told other services aren’t available that I have coverage for. Now one of the reasons I paid for the extended warranty is because of the option to have car rental coverage and to not have that coverage available for a reason that I frankly did not believe. So now do I have to drive around with a car with a leaky head gasket because Honda prioritization policy to attend to quicker and easier jobs. If my car is there at 7:30am and needs whatever attention it requires it should be taken care of at the time it’s there. Your prioritization policy shouldn’t become a problem for me! Also, I basically paid $115 dollars for an oil change... that’s outrageous! I usually use a coupon. I forgot to go on the service website and print one out this time. I also didn’t pay attention. To the quoted price when I was attended. I have never pay more than $65 for that service (oil filter included before you point that out). Having said that, I’ll take that loss on me. That’s my fault for not being on my game. Moving forward, I only have 12k miles of warranty coverage left. The only reason I use the Honda service department is so that my warranty doesn’t get voided. At this point it doesn’t matter anymore anyway since Honda hardly ever keeps their end of the bargain and finds ways to get out of not providing me with what I’m covered for. This is not the first time this has happened. I’ll just get the head gasket issue and the issue with the door lock taken care of at another Honda Service department and never go back to Honda service department again! This location isn’t the only one I’ve used in the past. I’m sorry, but all 3 different ones (Downtown LA, Airport Marina and Carson) I’ve gone to SUCK! I can just got to jiffy lube and pay $50 for the same service or just get oil and a filter from Autozone and do it myself! It ain’t rocket science to change the oil on a car! As for the other services provided under the Minor Maintenance plan are not that serious. Those are things that can be done by anyone for much much less or I can do on my own. It’s ok if it takes me 2-3 hours to do them. I dropped my car off at 7:30am and didn’t get it back until 4:30pm. That’s still faster than the 8 hours my car was at your service department and one less drive I have to make to take there and go back home and figure out who is going to pick me up and drop me off in the process!
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Yes, I've had similar negative experience in Lynnwood Washington Honda.. sold me extended warranty and very shortly after buying car I heard rattling sounds in back inside car, may be rear door..I took in for service and they said rattling isn't covered under extended warranty, so I spoke with manager and he authorized service for free, but then they looked and said they fixed, but when I drive away, it still makes noise!

I reschedule and come in again and they said. They fix this time, but still making noise!

reply icon Replying to comment of Guest-1757649

Try turning down the bass on your sound systim thats why you gets raddles in your doors had this problom with my accord when I crank up my bass dealer told me any car door will raddle like that with bass

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