Here's a letter I wrote to the President and Service Manager at Pasadena Honda after another bad experience. I received a call from Manny and Andrew but nothing from Brooke yet. It's pretty obvious they have no interest in addressing my concern, and would rather me go elsewhere.
When you see car dealerships closing, like Pasadena Ford which shuttered its doors recently, Pasadena Honda should seriously look at how it treats it's customers.
Hello Manny and Brooke,
I left voice mail messages for both of you on Thursday evening when I picked up my car and started it up and had the “Check Engine” light come on.
Manny, thanks for calling me back this afternoon. Brooke, Andru did leave a voice mail message for me yesterday evening to express his concern with the situation.
Nonetheless, as this has not been the first instance of trouble I have had with your service department, I remain quite dissatisfied with your dealership.
The car appears to be OK following the past two days of driving. No sign of the “Check Engine” light.
However, all the radio station presets were not reset and if you review the step 2 of the service bulletin 04-027 this is one of the steps, I know you could barely see it, but it the presets had been visible.
The service technician who worked on the car the evening I brought it in had apparently left a brush under the hood, which we discovered when I asked to see what had been done.
I was not very happy with the explanation I received from the night service manager, that they had seen this sort of thing before.
I bring my car in for MAJOR service and pick it up and upon ignition the CHECK ENGINE LIGHT COMES ON! This is absurd. This tells me that something is broken within the service department.
Another annoying thing about the evening I spent waiting at your dealership: while I was standing around waiting for my car (and feeling very unhappy about it), I saw cigarette butts all over the place outside the service area, on top of equipment, absolutely disgusting. Then one of the employees was walking around the lot smoking and coughing up phlegm and spitting. Not a exactly the most welcoming sight when you have a customer-facing business.
I feel fairly confident that this was my last visit to your dealership. You have done an excellent job of losing my business.
From: Brooke Gomez at Honda of Pasadena [mailto:email@example.com]
Sent: Friday, September 12, 2008 5:13 PM
Subject: We just want to make sure we did an excellent job.
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Dear Victor Jennifer,
Thank you for choosing Honda of Pasadena for your recent service needs. It is important to me that you were completely satisfied with your service or repairs.
Only you can tell us if we have met or exceeded your expectations. We would appreciate receiving your impressions of this visit. Please take the time to answer the questions and click submit to send your answers back to me and my Service Manager, Brooke Gomez. If you prefer a more personal approach, you may call Brooke Gomez directly at 626-683-5800. Your comments will make a difference, so do not hesitate to make your views known.
You may be receiving a survey directly from the manufacturer as well, please answer this survey as it is our report card and enables us to serve you better.
Once again, thank you for servicing your vehicle at Honda of Pasadena. We look forward to seeing you when you come in for your next service.
Honda of Pasadena
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Honda of Pasadena - 1965 E. Foothill Blvd - Pasadena, CA 91107 - 626-683-5888