2013 Honda Fit Sport, 18 months old, 45,000km
Call to make an appointment, engine is noisy, gas smells and warning lights on. Explain in great detail all this. Arrived for appointment and nothing was recorded. Explained it all again, I'm told a 30 minute diagnosis and a call within the hour, I live out of town so I wait in the area. 1.5 hours later, no call, so I drop in to check. Seems the technician took the wrong car into the garage and, I guess, had been working on it for over an hour....not sure what he was doing.
I then learn that none of the information I gave the second time was recorded, all the sheet said was "Check engine light", meanwhile my third service advisor states that a gas smell could indicate a safety issue and it should be recorded, I obviously agree.
3 hours later I get a call, the spark plugs came loose which caused in excess of $2000 in damage to the engine. Everything is covered expect the plug replacement ($300), I'm told that they are a wear and tear item. Surprised that this could happen on an 18 month old car with 45K on it I pay the bill as I have to get home (50km away, Russell township). Yes, I bought a car from a dealership 50km away but it's about 2 kms from work so it made sense.
I get home only to find that the entire windshield wiper assembly is missing, arms blades, everything, they were sitting in the service bay. Rain is forecasted for the following day. At this point, quite upset, I call and tell them that a technician needs to make the drive to reinstall them. The assistant manager informs me that they can compensate me to make the drive myself back, that night. I explain that I would accept the refund of my bill, as I should not have had to pay for these items, she agrees.
Upon arriving, the manager informs me that that was a mistake and that a refund was not possible. 20 minutes of heated discussion ensues, I ask specifically for the OWNERS information and find out the next day that it was not the owner I got but the GM.
In the end I contact Honda Canada who are shocked to hear what I had gone through and genuinely surprised about the plugs not being covered in this situation, they request that Dow Honda cover them under their compassionate warranty. This is the GMs response right from his email to me,
"We were not prepared to cover your repair out of OUR goodwill budget based on your service history with us (which is nonexistent) as the funds we are allocated by Honda for this purpose are limited and used for situations and loyal customers that we feel deserve extra help.
He proceeded to respond with this in light of a Google review I posted,
. I will post a reply with the facts as I see them, as someone who has worked here for 22 years and knows the commitment and integrity of the staff – not as someone who has never stepped foot in our service department and is upset that we did not give in to their unreasonable demands.
As per his service manager Richard, the entire service department staff is two weeks old to DOW except the assistant manager, commitment and integrity after 22 years.....you've known them for two weeks.
I'm also not entirely sure what was so unreasonable about asking for something that Honda Canada agrees I should have received. So in the end Honda Canada is sending me a cheque by mail and again where shocked when Dow refused to do this.
STAY AWAY; read more than my review, you will see that this is one of the worst places to go.