"Terrible customer service "
Our motor for our sliding door broke on our odyssey (van only 3 yrs old). Not covered under warranty. We were treated terribly by Matt in service and basically completely stuffed off. Wanting to take our complaint higher, I contacted Tomy as I figured this would be the next step to get us some type of resolution. I sent him a long email explaining our circumstances and the experience we had thus far with their dealership. I also copied the General Manager of the dealership on the email. I didn't even get any type of response. Not even a "sorry you had a bad experience".
Further to this, my husband also contacted Tomy by phone and left several messages. Never a call back.
Goes to show you how much they respect their customers. Whitby Honda has lost our business. We will never go back there.
"Buying a car here turned out to be a nightmare."
- Mark D
TL:DR Even when you have things in writing you can get screwed. Dealerships talk the talk but never walk the walk. A lot of “we’re sorry” but they’re just platitudes and never actually mean anything or matter.
Buying a car here turned out to be a nightmare. A co-worker had purchased a new car here and was happy with them. I live 68km away from the dealership, but they had a wide selection of used Accords.
Went in April 10th to look at a few 2018 Accords. I wasn’t exactly sure whether I wanted the EX-L or the Touring. Met up with Matt Page and he was very pleasant and seemed like a nice guy. We took out an EX-L and a Touring for a test drive. While test driving the EX-L I noticed a rattling noise near the steering wheel when accelerating. I made note of it to Matt that if I decided on the EX-L that the rattle would be fixed. After driving the touring model, I decided on the EX-L because it had the features I wanted and the colour I preferred. We sat down to discuss pricing and warranty. We agreed on a price and that they would fix the rattle and detail the car. I even wrote on the bill of sale that the dealership would fix the rattling noise and clean some salt stains that were in the front foot wells.
Fast forward to April 16th when I go to pick up the car. I met up with Fara Andrade and she took my bank draft and installed my license plates on the car. I open the car door and notice that the salt stains weren’t cleaned, and the car had barely been detailed. The windows were still dirty and there were stains on the console. To top it all off the rattle was still there and was louder than previous test drive. I contact Matt Page the next day to let him know that the deficiencies noted on the bill of sale had not been addressed. He apologizes and a week later he puts me in touch with Service Advisor Mathew Gauss.
I receive a text message from Mathew Gauss asking me when I can drop off the vehicle. I advised him that I could drop off the Accord the next day but would need a loaner as I live 68km away and work 47km away. He then advises me that the next day was not going to work and that these repairs do not constitute giving me a rental. Bear in mind that these issues were supposed to be resolved prior to my picking up the car. I let him know in no uncertain terms that I was incredibly disappointed in his response. He advises me he’s booking for May 7th. I was leaving for vacation May 8th, so I had my son drop off the car in Whitby on May 11th giving them a full week to address the issues.
On Monday May 13th they work on the car and I get a text message from Matt Gauss that the car is pretty much ready, and he just has to take a final road test with his Service Manager to make sure the rattle is gone. I respond to him asking if his team was able to clean the salt from the front footwells and he says yes, they were cleaned. So 4 days later (Friday) I haven’t heard back from him and I text him asking if he was still going to take a final toad test with his Service Manager because I would be picking up the car the next day and wanted to make sure the issues have been resolved. He responds that “yes the rattle is gone.”
I return from vacation on May 18th and make the 68km drive to Whitby to pick up the car. I enter the car and my fears have been realized not only are the salt stains still there, but the rattle is still there!! I go back to the Service Desk and I’m livid. I ask to speak with the Service Manager Tomy Karakolis. I again must explain the whole situation to him and that Matt Gauss had the car in his possession for 5 full business days and only took it out on Monday and proclaimed it repaired. He asks how I know that the car sat in the lot for 4 days untouched. I told him I have a GPS tracker on the car. He then asks me to bring the car back on Tuesday (Monday was Victoria Day) for them to look at it again. He promised me a rental and that they would resolve the issues. So, we show up on Tuesday (another 68km drive) and we get a rental and they work on the car all week long. Friday morning I get a text that the car is ready. We make the trek back to the dealership and FINALLY the car is repaired, and the salt stains are gone. I must thank Tomy for owning the issue and following through. It should have been repaired the week before while the car sat on the lot for 4 days. Now the dealership is out $200+ for the rental because a salesperson and a service advisor dropped the ball. It only took a month to resolve what should have been handled before I picked up the car for the first time. So my advice is don’t hand over that cheque until all your concerns are addressed.
"Worst Customer Service"
I booked an appointment 1 week in advance to ensure they had enough time to do it in 1 day by dropping my car off at 7 am and picking up after work around 5 pm.
The service needed was an A1, install winter tires (already on rims), check the Auto high-beam feature that stopped working, and a recalled computer update.
I showed up at 7 am. Waited by the garage door of the service bay for over 20 min. Finally went inside to see if someone would open the door. All the stuff was standing around talking and not doing anything!
I received a text message within an hour giving me instructions to follow up on the status of the car. I called numerous times and left voicemails. It is impossible to get someone to actually answer the phone or to return voicemails!. Finally around 4 pm i got hold of an actual person. She said they had about 1 to 1.5 hours left to finish (the car had already been there for 9 hours! What did they do all day??!!). I asked to please call me as soon as it was done as I needed to get home. She said she would call right away. Finally at 7:30 pm (after 12.5 hours of them having my car) I got hold of the Service Appointment Coordinator. First she told me the car had never even gone in for service. When i told her this was unacceptable, she said she would double check. Then said the car was ready for pick up! They finally got a shuttle driver to pick me up from work around 8:15 pm.
At the dealership I got told that they would waive the fees for the inconvenience... the bill was $45.06... I guess that’s all my inconvenience was worth to them!
I was also told that the Auto high-beam feature is not an option in my model... still that feature worked for over 4 months and suddenly stopped working...
I asked for the Service Manager to get in touch with me the next day. I was promised by the Service Appointment Coordinator that he would follow up with me. Now, almost 3 weeks later, I still have not received a call from him! I’ve tried every day to call the service department and nobody answers the phone. Ever!
This was the absolute service and customer service experience i have ever received. I’m still waiting for the Service Manager to contact me. I’ve already put a complaint with Honda Canada as it seems that the dealership itself does not care at all about their customers.
"Subwoofer Rattler - Brand New Civic"
I bought a brand new 2018 Honda Civic Touring and within a month, the subwoofer installed on the rear deck started rattling. I went to the dealership for service and they fixed it by installing a brand new deck. The rattle issue was isolated. After a month of this fix, the rattle was back so I decided to bring the car back to the dealership. The service department removed the deck and reinstalled the same one and gave the car back to me saying its fixed. As soon as I start the car and play a track, I notice that the rattle was still there. I went back instantly to address this situation with the service advisor, who then escalated the issue to Service Manager, Tomy Karakolis. Tomy decided to check out the rattle in my car and made me play a track and he confirmed that the rattle was there. Instead of addressing this issue, he pulls out another Honda Civic from their inventory and made me play the same track on that car. Clearly that car had the same issue. Tomy told me on my face that there is nothing they can do about it as most cars are affected. If most cars are affected, can’t you do something, such as contact the HQ? He did not even offer to contact Honda Canada himself to see if there is indeed any fix available. When I told him that I would be contacting Honda Canada myself, all he said was, “You can do that.”
Should I mention, there was no apology during the whole conversation?
On other note, the salesperson and finance team I dealt with during my purchase was super professional and was easy to work with.
While the service department clearly does not care much.
Even when I reached out to the salesperson, Peter, he offered me a simple solution of adding some foam between the deck and the 3rd brake light. As I was worried this may void my warranties, I did not proceed with that option. It’s fascinating that a salesperson is going above and beyond to find a solution for this, while the service department whose responsibility is to address any faults “can’t do anything”.
Every coin has two sides, this location has two as well:
1. Sales department that works for the customers and provides quality service.
2. Service department that doesn’t care about quality delivered to the customers.
At the end, you’ve just lost a loyal customer. :)