My complaint:
Went for a full synthetic oil change and ended up with a broken oil pan. The technician overtightened the bolt(s). I requested genuine Honda parts for my 2009 CR-V with less than 135K miles. They ordered the part and then proceeded to not communicate with me for over FOUR hours while I waited outside for safety reasons due to COVID-19. Found the manager looking up into the empty engine compartment looking overwhelmed while my pristine engine was sitting directly on the filthy garage floor. I asked if he had experience in working on Honda’s and he walked away without speaking. I requested a tow to the Honda dealer one mile away and would feel more confidence having a mechanic skilled in working on Honda’s. After arranging for the tow and the Honda dealer appointment his manager called to tell me in no uncertain terms that under no circumstances would they pay for the dealer to make the repairs. They had also rolled the car from the garage to the parking lot without bolting the engine splash guard, dragging it noisily across the parking lot. Didn’t think anything of it. Waited until 30 minutes before closing to say that it would be difficult to arrange for a vehicle rental, after waiting SIX HOURS for the repairs to be completed. Claimed that it was an 8 hour repair job and the parts were unreturnable to the dealer, as if it was my fault. I was the only one voicing solutions and coming up with ideas to fix this issue.
Suggested solution:
Show due care for my property by reimbursing the cost of repairs by a skilled Honda mechanic who has genuine parts and training in how to carefully handle a full synthetic oil change, oil pan, vehicle engine, and engine splash guard. Communicate concerning the progress of parts received, any unforeseen delays due to short staffing, waiting for parts. Care about the customer sitting in the hot sun for SIX HOURS and think about initiating some constructive conversations with considerate solutions. Afterward I found out that Express Oil Change franchises have been bought out by Corporate in recent months. That explains the loss of customer focus and preserving a trustworthy reputation.
