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| - After a positive first experience, my second visit to Midtown Honda left a bit to be desired. I received an email promotion advertising a 'free multi-point inspection + 12 months of free road side assistance'. It seemed like a good deal, and knowing I needed a front brake job anyway, I booked an appointment.
Within 2 hours of dropping my truck off (not a terribly unreasonable wait, still a little long in my honest opinion) I got a call back informing me that in addition to front brakes, my filters were due to be changed and my power steering fluid needed to be replaced. I had a meeting in the afternoon and couldn't be without my vehicle so the dealership arranged a complimentary rental car (very quickly I might add) and I was on my way.
I returned to the dealership later that evening once the work had been completed. After paying and getting my truck back, I noticed I hadn't been given any documentation pertaining to the 12 months of free road side assistance I was supposed to receive. When I inquired, I was told that because my truck was still under warranty, I already had road side assistance included. Although I was happy to learn this, I was disappointed that I was not offered something else in lieu, considering the offer I had received and the amount of money I had just spend on routine maintenance. I also noticed that my oil life indicator had been erroneously reset to 100%, yet I had not received an oil change. When I inquired about this, I was told the technician had made a mistake. No real apology was offered and no effort to make it up to me was extended. At the very least I would have appreciated a complimentary oil change, especially considering I now have to manually track my oil consumption.
One other small point of frustration was the fact that when I arrived to pick up my truck, it was still dirty. Not that the dealership had offered to clean it or that I had asked them to, but a quick rinse off seems like a tiny, cost effective value add that would really mean a lot to most customers. All in all, I still plan on taking my truck to Midtown as this wasn't a horrible experience, just a bit of a let down after the first visit.
Update:
Hey Wayne,
Your response has gone a long way in reaffirming to me that your dealership is committed to a high level of customer service.
I realize that it's easy to make small mistakes, especially when doing something routine. The reset indicator light wasn't the end of the world, just a small annoyance. Thank you for the explanation and the follow up with the technician. I'm also very pleased to hear about the new car wash.
I sincerely appreciate your offer of an oil change and filter in lieu of receiving the 12-month road side assistance offer. I don't know how difficult this would be for you, but it might be worth eliminating customers still under warranty from future emails of that nature. Having said that, I do enjoy your newsletter updates and will still be keeping an eye on any offers that do come through.
Thank you again for your prompt attention to this. I'm looking forward to my next visit.
Cheers,
Jeff
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