Muriel Isaac
1/5
My vehicle was towed to Honda of Staten Island's Service Department by AAA on Sunday, August 6 after it broke down while I was passing through S.I. The entire time Honda of S.I. had my vehicle, they could not provide an expected completion date for my service. On August 11, I was told that my car was ready for pick up... Yay! But a short time later, I received another call saying that well, actually, it wasn't... Their bad. A specific tool was needed for my repair that they didn't have on hand, and it was expected within a week. That turned out to be false.
Despite the length of time I was without my vehicle (which ended up being nearly a month), I was never offered a loaner and had to inquire about one; according to my service advisor, I was put on a list, but kept getting told that the dealership only has 10 and none had come back. I asked if the reason for the loaners not coming back was because others were experiencing long wait times for their vehicles as well, and my service advisor, Jason, said yes, that he'd even had clients who had waited months for their repairs to be completed. That was shocking to hear.
On August 30, I was told that they still did not have the tool and they hoped to have it by the next week. But on August 31, my service advisor called to inform me that my vehicle was ready for pick up. The morning of September 1, as I approached my vehicle to drive home, I immediately noticed that a piece of the door trim was missing. No one had informed me of this. When I confronted both my service advisor and the manager on duty, they first said they hadn't been sure whether the damage occurred while the car was in their possession, then blamed it on recent car break-ins they'd experienced in their lot. Jason assured me he would order the part and call me when it was ready to be installed, asking for my patience as the Labor Day holiday was coming up.
I received no follow up from Jason until I left messages for him on September 11 and 12. On September 12, he called me back to say the part was "on order", and it was quite apparent that the part had not been ordered until I reached out. He blamed it on someone else dropping the ball, which is really disappointing, since he'd personally assured me on September 1 that he would take care of it. Jason had presented himself as being sympathetic to my situation and wanting to provide excellent customer service, but between him NOT alerting me to the damage to my car (which he admitted he should have done) and then basically lying to cover his behind about not ordering the part as he'd promised, I cannot bring myself to say anything positive about the service I received.
And let's not forget that, because of this missing part, the interior of my car door has been exposed to the elements for an extended period of time... But clearly, Honda of S.I. doesn't care one bit.
I only had my vehicle taken here to avoid an additional cost of having it towed elsewhere; I now regret not spending the extra money. My time and peace of mind are worth way more. Avoid this service center if you can. Once I get this part, I plan to never deal with any of these folks ever again.
