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Sloane Honda

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Sloane Honda
9903 Bustleton Ave, Philadelphia, PA 19115 (map)
Today 9:00 AM - 7:00 PM
Sales Rating
5 out of 5 stars (77)
Recommend:
Yes (8) No (0)
Service Rating
3.79 out of 5 stars (102)
Recommend:
Yes (10) No (4)
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Dealership Service Review

1 out of 5 starsservice Rating
Rude, unfriendly, argumentative, no customer satisfaction principles
Written by gls man on 09/23/2023
The service advisors I was working with (Zaire and the woman whose name is unknown to me) were rude, unfriendly, and argumentative. Initially, they refused to perform the work I scheduled online (to remove the screw from the tire, and to address the frozen infotainment screen) unless I'd drop the car off for the entire day, despite the fact I selected an option to "wait at the dealership" rather than dropping the car off for the entire day. I told the advisor I am OK with fixing the screw problem only. The labour was supposed to be 1.5 hours initially, and then it was extended to 2.5 hours because they needed to contact Zurich insurance. It took the service technician over three hours to remove the screw and to fix the tire, which actually takes about 25 minutes and costs $20 at the tire center. I was never notified that the job was completed until I texted Zaire myself. Zaire replied that the car was ready an hour ago but he never texted me with the status because he assumed that I dropped the car for the entire day (?), he was argumentative and never apologized. Now, I understand the reason why this service center is rated low amongst other Honda dealerships in the area. I am not recommending to use this service center, unless they train their so called "service advisors" on the customer satisfaction principles.
  • Recommend this dealer? No
  • Were you satisfied with the quality of work performed on your vehicle? Yes
  • Did the dealership complete the work within the timeframe promised? No
  • Did the dealership provide you with an accurate quote of the work to be performed? Yes
  • Do you feel the price paid for service(s) was fair and appropriate? Yes
  • Did the dealer honor all commitments made? No
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gls man on 10/11/2023
Here is the follow up. Last Monday 10/9/23, it was the second chance I gave to Sloane Honda Service department before dropping them for unprofessionalism. And they failed again. This time, I scheduled an appointment for an A16 minder (Oil and filter change, and tires rotation), as well as for addressing the ongoing issue with a freezing infotainment touch screen. Randy, the Service Manager, was attentive and polite. He promised that all will be done at the best, including masking a tiny scratch on the hood. After 5 hours of waiting, I was notified by Randy that the car was ready for pick up. He reported that everything was done, except the technician was not able to re-create the issue with the freezing infotainment screen and just reset it to the factory settings. Here is what was found when inspected the car at home: - The tires were not rotated. I found the front passenger-side tire that they patched last time in the same exact location where it was before I dropped my car at the service center. - The infotainment touch screen issue was not addressed. After these findings I immediately called the Service Department asking to speak with Randy (with whom I spoke literally 10 minutes ago). The operator reported that Randy is not available, but he will return my call the next day. It never happened. This is unacceptable. The Sloane Honda's customer service is not just of the lowest quality, but the service itself is fraudulent! Will I go back to the Sloane Honda Service in the future – NO Will I recommend the Sloane Honda Service to the friends and family – NO PS I could visually check whether the tires were rotated but how can I trust this service center with the other things they do (or do not do) to my car? Be aware!
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Sloane Honda on 09/27/2023
Dealer Response
I'm really sorry to read about your experience. This is not the level of service we aim for and I apologize if our team didn't meet those standards during your visit. We're always looking for ways to improve, so feedback like yours is invaluable. If you'd be willing, I would appreciate the opportunity to discuss this further with you directly in order to address any issues and work towards a resolution together. Thank you, Randy Warner - Service Manager - +1 (215) 305-5000
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