I have never responded to reviews ever in my life however - Bill
I have never responded to reviews ever in my life however as a loyal customer of your service department, I feel compelled to express my disappointment regarding my recent experience with my Honda Odyssey.
During our last visit before Christmas in December 2024, we brought in our vehicle after my wife heard a loud bang, raising concerns about a potential serious issue. In addition to this, we requested a tire rotation, an oil change, and assistance with a side door that wasn’t closing properly. We have a strong attachment to our 2014 Odyssey and are understandably weighing the costs of repairs against the possibility of purchasing a new vehicle.
Ronald, who has consistently provided exceptional service, advised us against repairing the side door due to its high costs, which we appreciated. After the inspection, he reassured us that the loud noise was not a concern, although we were informed that the brakes needed replacing. Feeling relieved that the costs were manageable, we proceeded with the $1,700.00 service for the oil change and brake repairs. Had the costs been significantly higher, we would likely have considered to invest in a new vehicle.
I was grateful for the detailed photos Ronald provided via text, which added transparency to the process. However, I noticed that the tire rotation was not included in the service request, despite my inquiries and Ronald's assurances that it would be added. I did notice a quite relaxed carefree attitude in the service department so I relied on Ronald’s word it would be added as I have always had confidence with him.
Upon my wife’s return to pick up the van, she discovered several warning lights illuminated that were not present prior to the service, a cable hanging from the sliding door, and the tire rotation had not been completed. It was disheartening to see these issues overlooked, especially since we had confirmed the tire rotation multiple times.
We left the service center with the loud bang still present, and my wife felt uneasy driving the vehicle, concerned for our safety. After submitting my feedback through the review process, I appreciated Ronald's follow-up call and his commitment to escalate our concerns. The Service Manager left a message before Christmas indicating he wanted to discuss our vehicle with the technician, but could not do so until the start of 2025.
While we understood the inconvenience of not having the van over the holidays and were willing to wait for a resolution, as of today, January 12, 2025, I have yet to receive any follow-up regarding our situation. A simple acknowledgment of the delay would have sufficed, but the lack of communication and commitment to follow up leaves me feeling as though our concerns are being ignored.
I want to emphasize that customer safety and satisfaction must be paramount.
It raises concerns about whether Honda is fully committed to addressing these ongoing issues.
When customer expectations are not met, negative experiences can arise, leading to frustration and disappointment.
This situation has left me hesitant to return, especially given the lack of support.
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