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  • Right Honda Service Department. First of all there is nothing "right" about this Honda Service Department. This is the first and last time that I will take my 2013 Crosstour there - even though I work and live close by. I called and spoke to a "service advisor" by the name of Bill Thorton. I was thrilled when I called he told me to bring my car right in and they would take care of the problem (Smart Entry indicator light). I met Bill at service bay and described the issue and even had my Owner's Manual Guide to show him exactly what the problem was and that it was indicated that I bring my call to a dealer if this problem should ever occur. He acted like he knew exactly what I was talking about and it would be no problem. Additionally, on my way to Right Honda I had an issue with the Audio Panel which I brought to his attention and again he assured me they would take care of it. Much to my delight, I received a call a short time later that my car was ready for pick up. When I was signing my release papers I noticed that the original issue of the Smart Entry indicator light was not mentioned on the paperwork, only the Audio Panel issue. The nice service lady called Bill Thorton to the office and when he arrived he seemed very perplexed as to why I was questioning the incomplete paperwork. I reminded him of my original call regarding the light and also my description of the issue to him when I brought the car in. He simply said "well I've talked to a hundred people today." Not good Bill. He looked in my car...turned it off and on and then asked "what was the problem again?" I went over the of the issue of light again and he disappeared for several minutes. When he came back he simply offered "they said they don't have any notice of this problem." I reminded him that this is a brand new car and that I was concerned about the light coming on. He offered "well the light isn't on now." I reminded Bill that the light goes on randomly and reiterated that the Owner's Manual stated to bring the car to the dealer for this issue. He stated "well we can't do anything about it if the light isn't on." And then he went on to say that they didn't have any kind of notice from the manufacturer about this problem so they wouldn't be able to fix it." Really? Several more remarks were exchanged and it was clear that Bill was dismissing the issue with my car and dismissing me. I let him know that if for some reason my car stopped running or was unable to start - it would be a big problem. He simply said "that's fine." I left Right Honda Service Department with a huge degree of disapointment and because of the lack of accountability on the part of Bill Thorton, I do not trust that Honda in general will take care of any problems I have moving forward. I have to question the fact that Right Honda management allows someone like Bill Thorton to represent their service department. Customer satisfaction is obviously not a priority for him. And finally - I drove into to Right Honda Service Department with a clean car. Their attempt at washing my car left muddy water spots down the side . The fact that nobody noticed or cared about that small detail only accentuates my dispointment in the Right Honda "philosophy" of customer satisfaction.
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