I used to have great experience at Richmond Honda but sadly this will be my last visit after 18 years of bringing mine and my family's vehicles here for service. Chris had always taken care of me and even provided free loaners for times where I have to use a car for work and never charged me for gas or any other fees. He would also suggest to do certain maintenance items if I wanted to save some money.
This time unfortunately he was not available and I went with another service advisor. First thing he said was we always charge for loaners, no exceptions and bring back a gas receipt. Okay, fine I'll deal with the attitude and I'll pay this one time since I needed a vehicle for work. I wouldn't have needed a vehicle in the first place if they had technicians that worked on Mondays but nope, they only work Tuesday to Friday. I also had Maintenance A123 done which was $450+, so it wasn't like I wasn't giving them business. Also had a warranty issue and parts needed to be ordered so had to schedule another appointment. To save some time and to avoid paying for an extra day for the loaner, I asked my brother to take the loaner back. I will admit I forgot to tell my brother to fill up the car even though the gas needle did not move at all since I only drove 20 km's.
Then I get a phone call from this service advisor pretty much berating me for not filling up the car and now he has to get someone to fill it up and will bill it on my credit card for the inconvenience. He also accused me of denting the car which was impossible by the way I had the car parked. He actually billed me $9.16 and mailed me the invoice. Gas itself was $8.18 but they also added tax again so they double taxed me. This is like the most pettiest thing I have ever seen by a company. Not only that, they have not completed the warranty work. I obviously refused to take another loaner car and they only work Tue-Fri so the lady said she will get back to me with a solution. Not surprised, it's been almost a month and no phone call back.
I went to another dealership and told them the whole story. They were amazed at how Richmond Honda acted and vowed to make a better experience. Not only did I get my car fixed under warranty but they offered a free loaner car and said don't worry about the gas. I have been at other dealers for other makes and they only ask you to fill up to the same gas level. Never asked for a receipt unlike this service advisor.
I totally understand that Richmond Honda has a right to charge for a loaner and gas. But I can also tell you it's a surefire way to lose a customer by charging less than $10 of gas. To lose 18 years of business over $10 is pretty petty in my opinion. That service I did was not cheap as well as it was $400+. Hope this review help prevent others from having the same experience.