AutoNation Honda 385

I brought my Civic in for an oil change. The AutoNation guys found during their inspection that the brake rotors needed to be turned. My service advisor left me a message saying they could complete the work in about 90 minutes he just needed the OK. That's where things started downhill ... I attempted to return his call within 20 minutes but was not able to reach him. I was finally able to work my way through the phone tree to get to a Service Dept. person and let them know that I wanted the brake work done. Two hours later no word from anyone so I stopped by to see how much longer. Not only had they not started, it would be another hour before they could get to my car -- the service advisor said it was because of the delay from hearing me -- a three hour delay because of 20 minutes and him not answering his phone!? I did not have two more hours to wait for the work and made an appointment to have the brake work done the next week. I had an appointment at 9:30 a.m. and my new service advisor thought the work would be done around 1:00 p.m. By 1:30 I had not heard from anyone so I worked my way through the phone system to my service advisor and was told it would be two hours before they would be done -- they were just starting to evaluate if the service (that was recommended by them the week before) was needed -- what!? When I asked why the delay I was told it was because of people waiting. I talked to the Assistant Service Manager and expressed my displeasure at the ridiculous amount of time this was taking to do this. He offered to drive the car to me -- hopefully that same day or in the morning. When the Service Advisor called me to say the work had been done he said the car would be dropped off after the morning rush. No word again by noon the next day, so I call back and work my way through the phone system and get the Service Manager. When I asked when I was going to get my car, he didn't know I wanted it back in the morning -- what!? The whole problem with understanding what needed to be done -- he said the appointment system doesn't talk to the work order system. I gave them the date of my original visit when all this came up, so even if their systems aren't integrated they had the info they needed already (and don't complain to your customers about your computer system problems). Both of these service visits were on my days off ... sitting around waiting on these guys to do what they said they would do is not how I wanted to spend my vacation days. All this to say, the AutoNation 385 service department is not worth the hassle. There are many other places to take your car that can do the work and actually have some idea of when it will be done and have some common sense about how to handle their customers. I talked to two other customers waiting for the service guys that overheard my discussions with the managers and they had similar stories of promised times not being anywhere near what actually happened. If I had done this to one of my customers, my boss would have my head!