I have been a Markham Honda customer for over 4 years, purchasing and servicing two personal vehicles here and referred two purchases by family members. In May 2019, I brought in my Honda Accord to put in my seasonal tires for the summer and was told an hour into the servicing appointment that they had crashed my car in their parking lot. I was told that the collision involved two of their service workers and I requested a copy of the video footage which clearly shows that one service worker was speeding through the parking lot and the service worker driving my vehicle was coming out of the parking spot too quickly/carelessly.
Markham Honda repaired my vehicle by replacing my front bumper and some other parts. They provided a rental car but a repair process which we were initially told would be a couple of days ended up being a whole week. It was frustrating because they were aware that we were about to leave for a two week vacation and did not want to have our car left at the dealership while we were overseas. They failed to communicate any updates – we had to call them on multiple occasions during that week. This was issue #1 for us.
We went to pick up the car a day before leaving for our vacation and basically were just given our keys with no further explanation. I asked to speak to a manager about the whole situation. I told Jerry, the Service Department manager, that we did not feel that Markham Honda was adequately addressing the customer service issues, inconvenience and depreciation in value in our vehicle. Jerry told us there was no depreciation in value in our vehicle because it was repaired with Honda parts. I told him the history of a collision on my vehicle would cause a depreciation. He told me there would be no record of it so it would not depreciate in value if I sold my car – implying that I should not advise any future buyer of the history of the collision. This was issue #2.
Jerry spoke to us in a condescending manner and told us we should know what we wanted to ask for in compensation if we were going to raise these issues. I advised Jerry that we were not here to seek a jackpot – we were here to see if Markham Honda has even turned their minds to addressing the concerns we had. Clearly, Markham Honda did not care because we kept being told there was no depreciation in value in our vehicle. Jerry did acknowledge that his team could have done a better job communicating to us about the repairs. Jerry offered $300 in servicing credit and a car polish (why would we trust them to service our vehicle again…?). Jerry said there was no depreciation in value yet he refused to bring in his Sales Manager to corroborate that a history of a collision would not affect the value of a vehicle.
This discussion was the day prior to our vacation and I had enough of Jerry’s condescending and dismissive tone, so we left. Since the repairs, I noticed a blemished area on the “new” bumper they put on my car. I have left a voicemail for the dealership manager who has not responded. Honda Canada says they have no control over the actions of their dealerships, which I find unreasonable.
This experience has left us with a very poor view of this dealership and of Honda in general. Honda Canada left their customer to fend for themselves against a dealership who clearly did not care. Not only did Markham Honda encourage us to not report the collision when we eventually sell our car, but they failed to address our concerns. I would not expect proper customer service or any good will from this dealership after seeing how this situation was handled. It was an eye-opening experience.