My husband & I brought our 2013 CR-V in a few days ago for a simple oil change, including air filter & cabin filter. We were tight on time that day & could not leave the car for longer than an hour, something we made very clear to the Service Advisor who assured us we would get our car in time for 3:15pm. We stressed to him that we needed to car to pick up our kids & the car had our daughter's car seat in it that we needed & it was something we were not willing to remove due to the perfectly tight install that was difficult to accomplish in the first place. Again, he assured us, it could & would be done by 3:15pm. Looking at our car's history with London Honda, he said it was greatly overdue for transmission & brake service. We explained to him that we were still relatively new to London & still took our car to our old dealership when we went back for visits. My husband assured him that the brakes were recently serviced as was the transmission but gave the okay to do a flush. The Service Advisor also mentioned replacing the wiper blades & I told him I had new wiper blades at home that we were going to install ourselves. Then my husband inquired about new all season tires for the car, if he could give us suggestions & prices. The three minutes he promised us it would take to go speak to a co-worker regarding tires turned into almost 15 minutes as my husband & I stood there waiting. He finally came back smelling of cigarette smoke & gave us one recommendation of which he highly recommended. At first we agreed to it but after a short time, I had my reservations & researched the tire - it came back with very poor ratings. (That & the fact that this dealership does not balance the tires using the powder method, as our old Honda dealership used & is far superior. London Honda still uses the old glue-on weights.) I tried to get a hold of the Service Advisor to let him know NOT to touch our tires, that we had changed our mind, but we could not reach him. After several failed attempts, the receptionist was able to get a hold of the Service Tech doing the work & informed him herself not to touch our tires. That was the first bad feeling I got from this visit.
Next was the Work Order which missed a lot of pertinent info.
* The "Promised Time" was left blank (instead of stating 3:15pm).
* It was not noted that we had our own wiper blades - it simply stated "DENIED"
* The car was not ready for 3:15pm. When my husband inquired about our car, it was literally still up on the hoist with the wheels removed & the Service Technician trying to convince my very mechanically inclined husband that it needed new brakes, DESPITE us telling the Service Advisior to mark down that they had recently been done & if anything, we will take it back to the mechanic who did them. But they weren't even supposed to take off the tires at this point. May I also note, the brakes work perfectly fine, no squeeking, squealing, grinding or delay.
The Service Technician also tried to convince my husband that the serpentine belt was in poor condition, stretched out & cracked. This is also not true as my husband inspected it prior to going in for service.
So, after all this, my husband finally got our car back, over an hour later than he was promised & with much frustration.
The invoice for a simple oil change came to over $600. The work they WANTED us to do, & tried very hard to up-sell & pressure us into doing would've come to an extra $1,200.00 on top of that!
And as if all that wasn't upsetting enough, the wording on the invoice added to the upset - rather than make notes to the W/O, with providing the history & info of service already recently done to the car, which we clearly gave the Service Advisor at the beginning of our visit was, what was written instead was: "DENIED" this & "DENIED" that, instead of perhaps "Customer will change wipers themselves" or "Customer has replacement wipers at home". Just because something was not performed on our car at London Honda, doe NOT mean it was not done at all. Because it seemed to us that that is exactly what this service dept. goes on - the service history of the car with THEM, not accepting that the customer took their car elsewhere & had some service done. And then, sell, sell, sell more unnecessary work.
This has only been our 3rd service at London Honda & after this experience, it will be our last. The priorities of this dealership is not one of listening to their customers & respecting them. It is to up-sell unnecessary services & hope the customer is not car-savvy enough to figure that out.
Shame on you London Honda!