We purchased our Odyssey from London Honda in 2014. We had issues with the salesperson who sold us the car, and almost went to another dealership. We should have. When your sales experience is less than ideal, don't be surprised when your experience with the service department sucks.
Our third service visit was a disaster. We were quoted a time for all necessary actions to be completed on our Odyssey. Since we live in the North End of the city (the opposite end of town) I figured a 90 minute buffer would be MORE than enough to make sure I was back up north to pick my kids up from school. There were no surprises when they serviced my car. Well, unless you consider a 2 hour and 35 minute delay in returning your vehicle to you a surprise. I asked them repeatedly what the issues were, and never received a reply that told me exactly why they couldn't finish a service in the time quoted (or even the time quoted PLUS 90 minutes). I had to scramble to call a family friend to pick up my kids from school, and the dealership never apologized.
I'm all for giving people a second chance, so I continued to take my Odyssey to London Honda. While they routinely missed their promised timelines (it happened EVERY service by the way) I figured 20 minutes here or there was a small price to pay for "Honda Service".
Yesterday I had booked the Odyssey in for a simple tire swap and balance. That's it. No oil change, no recalls, nothing else. I was quoted 2 hours and 20 minutes on the phone. I got the rep to repeat the 2 hour and 20 minute time quote to me. THREE times. I booked my vehicle in for 10:30. AM. When I arrived (15 minutes early) I spoke with the service rep who ASSURED me my vehicle would be ready "well before" the time I needed it (3 PM). I had an appointment with a medical specialist that I'd been on the waiting list for seven months AND my daughter had a private sports lesson that we paid for out of pocket to prepare her for an invitational meet this coming weekend. Scouts from various schools from the US will be there. It's kind of a big deal. So when the service rep told me - sure, we'll have you out of here by 3pm, trust me, I did. Shame on me. DOUBLE shame on me.
I ran some errands and returned to the dealership with my daughter promptly at 3PM. I was surprised that my Odyssey wasn't out front, but I figured the dealership is busy, they parked it in the back. I asked the same rep who checked me in, and he gave me a look like he had no idea what was going on. He walked to the back, and appeared a few minutes later. He told me - hey, they are just finishing up your service, it'll be 20 minutes. Well, I was not happy. I went to the lobby to wait. And wait. And wait. I called my wife, who tried in vain to reschedule my daughter's practise. This was a non-starter. I called my specialist to see if I could get my appointment moved back. Not happening since I was the last appointment of the day, and he wasn't waiting more than 15 minutes past my appointment time for me.
Our van wasn't ready at 3:20. Or 3:30. Or 3:40. Or 3:50. 3:58 I see the service rep, calmly walking to see me. My car is ready. Well, by that point I was furious. He hadn't bothered to provide me with any updates. OR reasons why my car wasn't ready at 3:00 PM, as promised. Or 3:20 as HE promised. I was upset, and used foul language (I did not insult or curse the service rep, I merely stated in a loud voice that they had messed up (I used different language) my entire day. He was upset that I cursed at him. I apologized. I never got an apology for London Honda messing up my day. As for the appointment I missed; My specialist can see me. In four months. So thanks for that. My daughter missed her practise which we paid out of pocket for. At NO point did the rep or ANY member of the London Honda staff ask if they could help me. If they could drive me to my appointment. Drive my daughter to her practise. And then get my car to me in the north end. Any reputable company would have tried to fix their mistake. Instead, I got a condescending talk about how my language was inappropriate (it was - and again, I had apologized) and nothing more.
I asked the rep - since I had received a text at 10:48 telling me London Honda was working on my van (and when I clicked on the link, it said WORKING under status) if they had started working on my car at 10:48. He said no. Not even close. I asked why the delay? He had no idea, he blamed the technician and took no responsibility whatsoever.
On a related note, the van is the vehicle my wife drives. I took my Toyota into North London Toyota this morning. For the same service (tire swap, balance, and I also had to get the number 2 service which is the longer service). I received a call telling me my car was ready at ... 11:15. Which is 45 minutes before their estimate. And for what it is worth, my bill was $12 more at Toyota for everything I had at Honda, PLUS the number two service which is extensive.
And my wife just called me, she's on her way home from work, and there is a rattling in the rear tire. She said it is extremely loud. I am beyond upset at this stage. Not only did you mess up my afternoon yesterday, now I'm forced to book the car in, as there is clearly something wrong with it. I will be calling Westgate Honda. And once my anger subsides, I'll be having my tires, which I paid to store at London Honda, moved to Westgate. Westgate is certainly not closer to our home, but if the service is good, it's worth the extra time. There's no way the service is worse at Westgate...
As for this message, please don't reply, London Honda. It is clear that for whatever reason, you think it is fine to treat me like crap. I'm not sure if there is just some note on my file, and people think it is funny to keep screwing around with my time and car. But the treatment I have received at your location is ridiculous. And please don't try to comment about how you cared so much that the rep helped me out with my bill. That amount didn't even cover the money I spent on my daughter's non-refundable practise. That she missed.