Category: | Honda Dealer |
Address: | 7494 W Azure Dr, Las Vegas, NV 89130, USA |
Phone: | +1 702-982-4200 |
Site: | findlayhonda.com |
Rating: | 4.3 |
Working: | 8AM–9PM 8AM–9PM 8AM–9PM 8AM–9PM 8AM–9PM 8AM–9PM Closed |
TI
Tim Wilky
I had a terrible service experience at Findlay Honda. I have attempted to contact both the service manager and the GM of the dealership. Neither individual will respond to me. I submitted a formal complaint with Honda Corporate, but have been told nothing will be done by them as the dealership is an independent entity. Below is the summary of my experience that both managers have chosen to ignore. I picked up my 2011 Civic from your shop today after having some work performed, and I wanted to share some concerns with you. For your reference, I was working with Deborah Shomsky on invoice #*******, and my VIN is ***********. I brought the vehicle in for an oil change, rotation, and brake fluid flush on Monday. While waiting for the service to be completed, Deborah told me that the bleeder screw on the left front caliper had snapped off, likely due to road salt (the car was previously used in Virginia). She advised me the caliper needed to be replaced, and let me know there would be no charge. I was set up in a loaner vehicle and told the part should be there Tuesday morning. On Tuesday afternoon, I had yet to hear anything about my vehicle, so I called the service department and was told the part had not yet arrived, but it should be arriving Wednesday morning. On Wednesday morning at 8AM, Deborah called me and asked if I intended to come pick up my vehicle that morning. I told her about my call with the service department the night before, and she said somebody must have been confused because the car was indeed ready. This confusion was a major inconvenience for me because I have to shift things around in my work schedule. I moved some things around, however, and then came in to pick up my vehicle. While waiting in line at the cashier to pay for the service, Deborah told me what had been done to the vehicle (oil change, transmission flush, rotation, etc.), but did not mention anything about the brake fluid flush. I asked her if that had been done, and she casually said no, it had not. I asked her why, and she said that they were afraid to touch the other bleeder screws for fear of them breaking as well. She said caliper replacement is extremely expensive, and the service department was refusing to do the work. I asked her what I should do then, since the fluid definitely needs to be flushed. She shrugged and said she didnt have any suggestions, but they definitely were not going to do the service. While I understand the business case here, this is atrocious customer service. Not that I would have done it, but I should have been given the option to accept financial responsibility for subsequent broken bleeder screws at the very least. Thats basic customer service common sense. I should have been called and advised of the service refusal before coming to pick up the vehicle instead of having to specifically drag the information out of Deborah in the cashier line. Additionally, Im now between a rock and a hard place. If I take the vehicle to another Honda dealer, I have to dishonestly hide the knowledge that the bleeder screws could potentially break (not to mention try to explain why I have one brand new caliper). I would like to ask you to please make this situation right. Please direct your service members to perform the brake flush and accept responsibility if additional bleeder screws are broken.
VI
vicky jan
It deserves 4.5 stars! (Deduction from the “re-key” only one can turn on ignition switch, the other can’t). I received recall notices for my 2001 Accord a while back, finally had chance to take care of them. I did some research before heading out for the services. Tons of terrible, unsatisfied stories customers experienced from varies dealers, I picked Findlay Honda (more positive feedbacks among all dealers in Las Vegas). Doug Grant, as my service consultant, provided great customer services. From the beginning, he ordered the parts for the recalls (IGN Interlock & Drivers Air Bag) needed and scheduled the date for the services; to the end arranged courtesy shuttle bus and notified when the services were done. Here is the story: On the date of the service, my husband had another engagement, he won’t be able to give me a ride back to the dealer to pick the car up. It means I either stay at the lounge for around 3-4 hours or they provide courtesy “pick-up” when it is done. Based on what I read on the reviews, it’s no guaranty it will happen. So, I brought my laptop with me for some paper works (they do have free Wi-Fi!). After I checked in my car, Doug asked me if I need a ride to somewhere, it’ll take 3-4 hours to be done. I told him my situation. He said he’ll call when the car is done and also arrange the “pick-up” as well. Indeed, he kept his words. He called around 3ish and told me that the car is ready, the driver has last rout before he clocks out for the day, he’d like to get the address for him to come & pick me up. I told him that my husband changed his schedule for me, so I don’t need the “pick-up” service. I thanked him for the call and told him that it proved that majority positive reviews. And I’m glad that I made the good pick. When I arrived, he explained what services been done for the car. One of them is “re-keying” due to ignition collar wear. They reprogrammed one master key (I guess that is due to they change the ignition for the recall, the old key won’t work on the new one) and one spare for only be able to unlock the doors but can’t turn ignition switch on. I was so impressive about the good services and didn’t think it further. I do have 2 keys when I bought the car from my friend, one is master, the other is spare (some name it “valet key”). Now, I only have one key works, if I lose it, I have to pay for re-key. Overall to say, I had great experience with Doug and the team members (including technician-J. James, cashier Liz, courtesy driver-didn’t get his name, sorry!) behind the scene.
A
A Private User
First I want to say I give the sales Dept. a Five star. They listen to you and respect your needs. The service dept. is getting a negative 2 star. They delayed the delivery by one day due to not installing the bluetooth correctly. We had to pick it up late in the evening and after we got home noticed the panel where the service dept. installed the bluetooth was not put back in properly. then the next day the bluetooth stopped working, we had to take it back to the service at findlay honda and have them remove the bluetooth, was told it would be a few hours, after a few hours I called and left a message with the service director to check to see if pilot was ready, no return call, so we went to dealership anyways and was told it will be one more hour, this is 6hrs later after appointment time. we looked over everything and noticed a notch in the panel. I showed this to the service director, She said we dont have the tools to make that notch. so we got the sales manager and showed him he said we have to show the GM, but we were not able to that night and we where asked to come back. we agreed so we could get this taken care of. As we got home we noticed the rear speakers were not working, we called the sales manager to tell him. the next day I then decide to call and speak to the GM over the phone. He listen to me and had no problem with making things right he said that the Sales manager showed him and they already order the panel, but it wont come until next week. The GM also told me that we will get a demo car witch I really appreciated that.I called the sales manager tuesday and was told the panel came in. when can we come down. I made an apt. for the next day. This is the second time we had to go to Findlay Honda Service for the same issue. we took the pilot in to get the panel replaced, Since the GM and Sales manager was involved, I noticed the service department got the job was done quickly, but once again not correct, the panel still was not properly installed. So I had to get the Gm to show him and he was disappointed and he showed the installer and had it fixed right away.