Nightmare Service Experience at Honda of PasadenaWritten by astutemonkey on 07/20/07 12:00:00 AM PDT Go back to Service reviews
Recommend this dealer? No
Over time I noticed that my Honda Accord DX (which only had 65K miles at the time) was consuming oil. I brought the car in a couple of times to Honda of Pasadena and another Honda dealership, but they could not identify the problem. In fact, I was told that the rate of oil consumption was 'normal'. However, the rate of consumption continued to increase over time. Eventually the rate of consumption was so high; it became clear that I had a problem. The team at Honda of Pasadena told me that I would need a new head set. They explained that this would be a 1 week job and that it would require them to send my engine out to a machine shop. I said that's "ok" and went out and rented a car for the week since they did not have a loaner. After a week, I called them to see how things were going. They told me that unfortunately that there no rings in stock and that I would need to wait for the part. They said that they would get the part and that it would be done in about another week. When that I called them a week later. They told me that they thought they could get the part, but there are none in stock. I was a little flabbergasted. I asked if they could get them from another dealership and I explained to them that I was renting a car and that this was costing me a small fortune. They told me that they tried, but there is a national shortage. They needed the part to be shipped in from Japan. I found this hard to believe. I called a couple of dealerships and Honda, but they confirmed it. Because of this, I settled in and waited while I continued to drive around town in a rent a car. Meanwhile, Honda of Pasadena changed the service manager assigned to me. Weeks went by and the part did not come in until just over 4 weeks into the process the part arrived. I was told this during one of my weekly follow-up calls. I said "Great. When do I get the car back?" They told me that they still need to send the car out to the machine shop. I said "what?!? Where is the car now? I thought it was currently at the shop. They said "No, it is right here on the lot" I said "Are you kidding me? It has been there the whole time and I have been renting a car for no reason at all? How come you did not tell me that it was available, especially when I told you I was renting car? C'mon we have talked about this every week for 4-5 weeks" One week after this call I picked up my car. I soon realized though that my car was still consuming oil. When I brought the car back they told that I would need to replace the gaskets in the crank set too and that this is a common occurrence when you replace the headset. When I was told this I nearly blew a gasket. I asked why I was not told this before. This information would have had a material impact on my decision to have the service performed. Not to mention the fact that a significant portion of the work would have to perform again. And I would have to rent a car for another week! This was conscionable in light of the experience I just endured. To their credit, Honda of Pasadena did agree to pick up the cost of the additional work. Additionally, the car has worked great over the last three years. Naturally though, I will not return to this dealership, despite the great sales experience I had when I bought a Honda Civic DX from them. What frustrates me about this experience is that a lot of this could have been avoided. One, they could have adequately explained the situation with the engine with possible solutions and their associated risks. Secondly, I was annoyed that I always had to call them. They never returned my calls or proactively kept me apprised of the situation. Thirdly, they could have let me know that my car was sitting on their lot and that I could drive it around while I waited for the rings to show up.