Honda Of Joliet Complaint - Worst Customer Service Ever Seen

Review by samm5000 on 2009-01-03
JOLIET, ILLINOIS -- I have been to the dealership couple of times before for oil changes. Last week on the 29th, my Honda Accord was having idle problem so I thought I would bring it in for a diagnostic checkup. I certainly was planning to fix the problem after they diagnose the problem.

So I waited from 1:45pm to almost 5:00pm. They diagnosed the issue to MAP sensor beyond limits and needed software update.

They gave me the car back at the end of the day and told me it was fixed. I paid $108. But after driving the car for five minutes it was the same problem, it could not hold the idle. I bought it back and asked them why they gave it back to me if the problem was not fixed and was it test driven by the mechanic? I did not get a clear answer to that question. When I asked to talk to the mechanic, it was denied and they said he was busy.

I waited until the next afternoon but no one called me. I called back to find out that there is another problem. The IAC valve is bad, which will cost over $200. I already paid $184.82.

I am in the customer service business for over ten years and let me tell you that Service Manager, need to attend customer service training classes. It is a shame that he does not even know how to talk to customers. When I mentioned that I was given the car without a test drive from the mechanic, he said, so what. It seemed like that either service manager did not posses customer service skills. I did mention to the service manager that if the situation was not resolved fairly I might file a formal complaint to American Honda. His response was, that is okay, go ahead. When the other dealerships were working hard to earn the business and sell a vehicle in this struggling economy, Kevin was more inclined in trying to get rid of existing customers.

I live only 15 minutes away from the dealership and thought people would treat me with little respect and dignity. I would happily drive more than an hour to a Honda dealer if I am treated with respect and not over charged. And please understand that I will pay double the diagnostic fee of $108, if the service is pleasant.

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