ALPHARETTA, GEORGIA -- Honda products may perform well but their workers in customer service and collections do not have a clue. If you call, plan to spend an hour or more waiting for a representative to provide an answer on their terms and policies. The company also does not have anything in place to assist with the current economic status. They have a policy where a payment or 2 (2 is the max) can be pushed to the end of the contract but all late and additional fees must be paid in full.
Also, it requires manager approval so no one has any authority to make a clear decision and you wait while your account stays delinquent. I later found out whatever the reps type or enter into the system is valid or "the gospel" so to speak. Lastly, you can never find the same representative which means they have a high turnover rate of employees (or so a representative told me). There is no communication between the dealership and customer service/collections.
Documentation for my brand new car had never been entered into the system, but it was my fault, I was a first payment default-WTF??? Only 1 representative had the guts to tell me there was a new phone system and why I received 5-7 calls per day. The other representatives were lying as to why I received several calls after I had already spoke w/ someone or they would hang up on me.
Honda may have cars that work well but the business side has unprofessional and rude representatives. The company should heavily reconsider contracting a reputable company to handle customer service/collections and all areas of business. Honda never, ever has to worry or pursue me to purchase another vehicle, because I would not. Even if they paid me, I will never purchase a Honda again.
LAWTON, OKLAHOMA -- I am well aware that my specific problem will affect a minority of people out there, but nonetheless the customer service I received from Honda was completely unacceptable. I purchased a civic in Germany through the military and brought it to America. And here are the series of events as they unfold: Car arrives, a/c doesn't work. It needs freon right? Well... car is at random auto repair shop. Mechanic says your wires have been eaten by salt, we need to replace them. Wires are replaced. Mechanic says faulty wires overheated computer, computer must be replaced.
Well no one but Honda can put a new computer in a Honda car. So I take the car to Honda. Honda mechanic says computer will be fixed in 3 days. He's helpful, courteous, I think all is well. And this is where it all went wrong... Side note - I'm still confused, so I may mangle some Honda-rific terms. The dealer needs a "mobilizer code" in order to start this new computer. But because the car was bought in Germany, even though it's an American car, it is not entered into the "American Honda warranty database", which apparently was the dealers responsibility.
Fair enough their bad. Now it's up to me to fax my proof of ownership and blah blah to "American Honda". I promptly fax paperwork, call to confirm receipt. Yeah they don't confirm receipt at American Honda. Next day, I call to confirm receipt of fax. Oh they do confirm receipt! This new person I was randomly transferred to seems less lazy, a tad more helpful. Now that they have the paperwork it will take 3 to 5 business days to enter the information into their computer.
What?! Say that again!? I seriously must have heard new helpful customer service rep wrong. But no, she who I'll now call robot, repeats off her screen that 3 to 5 days for simple data entry is the norm at "American Honda". From what I can see there are three issues with this process. First of all, my car is 5 yrs old and no longer under warranty, so what difference does it make if it's in the "American Honda warranty database"? I'll be paying 600 for this new computer on top of all the frustration.
Second, they say this mobilizer code is a security issue. Well they're successful in keeping my car secure from myself. Who tries to illegally install a computer in a car anyway? Wouldn't you just go steal another car? Basically it's a code that makes sure Honda has a monopoly on computer installation. Need a new computer in your car? No one but Honda can do it.
Third, and most important, it should not take anyone or any computer on earth 5 days to enter data into anything. And if you call Honda they won't even let you speak to the warranty department! All you get is customer service robots who read "3 to 5 days ma'am" off their computer screen and repeat it to the point you want to smack them through the phone. We just bought a Mazda. I have no idea of Mazda's customer service department is as ridiculous, but I do know I will never be buying a Honda again.
BAY AREA, CALIFORNIA -- I have been shopping for a Car very seriously for buying a new one and after I saw the attitude of the sales people, I decided never to buy another Japanese car ever again. I walk in to Autowest Honda and we wait for half hour to get hold of somebody and then some sales guys shows up who has no interest whatsoever and ask us what we want to go for. We were looking for Honda fit & Honda Pilot.
First the guy makes us wait for another 20 minutes and comes back and says he could not find the key to test drive Honda Fit and then we ask about Honda Pilot and he walks over to Pilot and says we do not have Gas and we can only see the Car. What kind of messed up dealership is this? Before this I gave my Car for service for a driver window not rolling up. They fix it but they have broken internal structure to get to the glass and they did not even mention it and when I showed it he coolly says "Oh, sorry since it's a little older car we don't have parts and we thought you might just be fine with it."
Dublin Honda: I walk in to buy a car and the very mention of hybrid, the sales guys tells me with an attitude don't bother to show up for another 3 months and then he says the markup is $5000 over MSRP and just don't even think of buying one if you were not planning on getting that much money. Then I ask about Honda fit to test drive which is a gasoline car.
He then says I cannot test drive until I buy it and that car has $3000 markup over the MSRP. I got so pissed being a Honda customer from before I just flatly told him on his face that I would rather buy an American Car any day than deal with this kind of attitude.
I heard so much from other people about this but it was hard for me believe being an Honda owner but after going through this personally, I have decided to clearly buy an American car than a Japanese Car. The exact same thing applies to Toyota dealers as well because we saw the same attitude from Toyota but they were much better than Honda and at least answered our questions and allowed us to test drive but when it comes to numbers the attitude was don't waste our time even when I have mentioned I will doing a complete cash down in all these places.
I can go on about others also within Bay Area but it's a waste of time on my part. As a consumer I really would like to ask the folks who are buying with a $5000 & $3000 markup on all these cars, HAVE YOU GONE OUT OF YOUR MIND!! We call this recession time! Give me a break! You have just filled their arrogant fat bellies with more attitude to treat customer like dirt! Wake up People!
CALIFORNIA -- This is a letter that I am sending to Honda in order to bring to their attention what is occurring in their Service Department.
To Whom It May Concern:
As of this point names are irrelevant. During this past week, I recently experienced difficulty with your Service Department. I received a friendly letter to remind me that my car was overdue for its recommended maintenance, which by the way is a great idea. So a couple of days later, I phoned Dublin Honda to schedule an appointment to get my car serviced. I called the number that was stated on the reminder letter, and had no trouble with the person on the phone. They were very polite, and transferred my call to the correct department. However, to my surprise, the person whom I was transferred to was currently away from their desk. The call went to voicemail, and I left a message that I needed to schedule an appointment for my car to be serviced. Now being a consumer who enjoys the product that they own, was shocked that someone who needs to schedule an appointment would be transferred to a voicemail, and have to wait for a returned phone call in order to schedule an appointment. It seems with common knowledge that a place of business would have at least another person to answer the phone to help schedule an appointment. Somewhere between three hours later my call was finally returned.
While making my appointment I was informed that there was an opening later in the week, or there were openings in the following week. I wanted to get it done as soon as possible because of the holiday season, so I asked what times were available the same week. There were times in the morning, 8:15, 8:45, and so on until 10:00 that were available. I took the earliest time figuring that my car would be done in the afternoon. I dropped my car off the night before and wrote the time of my appointment on the envelope. I knew that in order for work to begin on any car, the owner had to be called to approve work to be started. I put that I could be call as early as 8:00 in the morning, yet it was not until 10:00 that I was called.
It was then brought to my attention that the Service Department was unaware of what needed to be done to my car, even though Dublin Honda was the one who sent the reminder in the first place. Being that Dublin Honda failed to communicate with their customers that there are three different levels of minor service available, is the first error in your system. How is the customer really supposed to know without someone telling them in the first place? After letting them know that the basic minor service was fine, I was then informed that my car would not be ready for pickup until 4:00 PM. Now how is it possible for an 8:15 AM appointment to take until 4:00 PM to finish a basic minor service?
Being that 4:00 was an unacceptable time, I wanted the car done by 2:00 PM. The person on the phone was unable to guarantee that time, and then asked the question of when I really need the car done. Now if I said I wanted it done by 2:00, wouldn't that inform them that 2:00 was when I needed the car by? Then the person on the phone wanted me to call Honda when I was on my way at 2:00 to see if my car was ready. I never imagined that the customer would have to call and micro-manage to make sure the car was on time. There was no way I was going to call; it is the job of the Service Department to let the customer know their car is finished, but if the customer will be paid your base labor fee to call, anyone would be willing to do that.
This problem is not that of any individual him or herself, yet the problem lies within the policies and procedures of Dublin Honda itself. Being that Honda puts out great products, it is ashamed that the service is not as powerful as its product. I have been to Dublin Honda before, and this is the first time experiencing this issue. The reason for this letter is to bring to your attention of what is starting to occur in your Service Department. Hopefully, changes can be made, and better communication can occur between the customer and the employee. As stated above, names as of this point are irrelevant.
A concerned Honda customer
I am a "DO IT YOURSELF" individual. Your various owner's manuals are written primarily to make more money for Honda and its dealers -- even though that may alienate a vast body of customers who buy their oil and other parts automotive parts stores across the nation and beyond. There was a time when owner's manuals included vital information like the distance in miles between oil changes. Maybe that number is 5000 miles. Instead, Honda tells me when I am at various percentages. It will be very simple for me to reset the mileage soon so that it registers 100% and I can then figure out what that invisible 100% figure is in miles. When I buy my next car or when I recommend a car -- I will advise folks to avoid Honda simply because all of its manual wording neglects anything that would negatively impact profits. That includes anything that a "DO IT YOURSELF" person like myself. The current worldwide protest movements have a lot of corporate targets. I would nominate Honda to be included among them.
Purchased a new Honda Fit, after having a wonderful Honda Civic VX for many years. FIT is great, except for a couple of things, and my inquiries about how to get them fixed are ignored. Two major problems:
There is no "horn ring" or alternative within reach from the rim of the steering wheel. Even at 6'2", my hands can't reach it. In an emergency as well as normal life this is a real hazard.
The front seat headrests are anatomically misformed. For my wife, they push her head forward and cause neck pain. Honda's answer? Remove it.
I love my Acura TL. However, I am highy peeved at Acura. My dashboard cracked right on top of the airbag. Very ugly, embarrassing, and I can't get Acura to help me out. This should had been a recall, especially it being an airbag issue. POOR MATERIALS. They said there is nothing they can do for me. It would cost 1,900 to fix. I have did some researdh and apparently it is something that is common with the TL.. I could see MAYBE if my car was 20 30 years old. I take great care of my $40,000 dollar car.
I was thinking of a new Acura next year, but now I will be buying a different kind of car. It takes the wind out of my sale. I thought I waas getting a really nice dependable car.
Here we go again, 3 months ago the rear driver side window was down and would not go up. Took it to Honda and had a $300 to pay. Now it's the front driver side window, I don't have another $300. What next, the two windows on the passenger side for another $600. Come on Honda a recall is in order for this cheap part. I have never in all my car ownership years had a window just fall down, yet alone 2 in 3 months. Really makes me fear the future. I have less than 20,000 miles on my 05 Pilot, and I am the original owner. I don't mess with the windows, they are usually always up! I was told by my service representative that this is a common issue, if that the case why do we have to pay for a poorly designed part? RECALL PLEASE, I can't come up with 1200 extra dollars every 3-5 years.
Last Sunday our a/c quit working in our 2004 Honda CR-V. I finally got it to a shop today only to find that like so many others I have a very expensive repair to try to pay for. I called every Customer Service number I could find and all I get is transferred to another department and waiting and waiting only to be told there is not a recall. Now according to the body shop I took it to Honda has rebuilt the compressor, but will not agree to recall it so far. According to research there is a pending class action lawsuit against Honda for 2000-2008 Honda/Acura cars for the same problem I am having. I CANNOT BELIEVE THAT HONDA IS NOT ACCEPTING FAULT FOR THIS!!!! Shame on them. I have always loved Honda's, but I am angry and broke.