This review is part 2 of Tanya Claxton's review. She described how she was treated trying to pick up our car and I am now giving details about the job itself. I am leaving this review because even though I spoke with James Lawson at Honda and he apologized for her experience, he said he would be calling me back on Friday after he spoke with the tech and got more details on the repair so we could come to a resolution. That was 2 weeks ago today!! I have waited patiently and now can only assume he is never calling back. So here we go: Wife dropped off our car to your shop at around 6am. we had an appointment already scheduled via your online appointment option with explicit instructions that the check engine light needed to be fixed as it was not lighting up during the key on, key off portion of my emissions test the day before. She also wrote explicit instructions on the key envelope that customers leave in the after hours box, stating the same. It was our intention to leave the vehicle there for the day and have me available for questions or concerns, as she was tied up in a conference all day. THE MALFUNCTION INDICATOR LIGHT WAS NOT FUNCTIONING, NOT LIGHTING UP. Through someone there not reading or listening, it was decided by honda that the MIL WAS coming on and that is why it failed emissions. So, HONDA decided it needed a new 02 sensor, without even noticing that the MIL was NOT functioning. Understand that it PASSED this part of emissions the DAY BEFORE, having all this replaced with a new catalytic converter last year. HONDA had it in their mind that my MIL was functioning, and that, INCREDIBLY, it was in fact ON!!, as this was stated multiple times to me by your nasty female communicator. I tried repeatedly to convince this woman that the MIL light was NOT FUNCTIONING. $600 later, I give my wife get an update, telling her that the 02 sensor was replaced. IMAGINE her dismay, knowing that this thing was already replaced and WAS NOT TRULY THE ISSUE!!!! After the $600 replacement 02 sensor is shoved down our throats, HONDA finally realized, HEY! This MIL is not working! Then they decided the whole cluster had to be replaced. Well, that was it, we said NO WAY! Now, I know HONDA never even looked at the specific problem stated; THEY never listened to the customer, causing financial hardship and frustration FOR NO APPARENT reason other than the fact that THEY are incompetent. I took the car to another mechanic, with great reviews in regard to his service, by the way. He found a piece of black electrical tape blocking the MIL indicator from being visible in the dash during key on/key off. Alas, this was a deception caused by the person whom we purchased the car from, not anyone else's fault. However, the light was functioning properly, just unable to be visualized due to the deception. Had you focused on the issue that was explicitly described, you would have found this to be the ONLY problem with the MIL. The 02 sensor DID NOT need to be replaced. Thanks for teaching me a valuable lesson.
Rick Crane
Oct 30, 2015