First of all, our service rep, Dylan Flatt, was ex...

First of all, our service rep, Dylan Flatt, was exceptional! He took great care of us and did everything he could to make our experience a positive one. But he could do very little about David McDavid's lack of customer support and standing behind their products.

We purchased our 15 Honda Odyssey from this dealership in July of 18 with about 37K miles. We changed the oil with synthetic about every 8K miles one change at 45k and another at 53K (we have receipts to prove this). In September 19 the check engine light started flashing - 60K miles.

We immediately contacted Honda and had the vehicle towed to David McDavid. The master mechanic stated that the Maintenance Minder (MM) was registering a negative 10K reading and the cylinders look like the oil hadn t been changed since we purchased the vehicle, but we had the oil changed 7K miles prior to this incident. This indicates that the MM wasn t reset.

We told them we could prove we had the oil changed regularly and the type of oil, but they didn t want to see our evidence. They refused to consider it!

They did offer to pay half of the cost to replace the piston rings and for that I give them a star for that. The other star is our service rep - I will give him 5 stars for for his service alone.

We drove and maintained our prior Honda Odyssey that we traded in for our current one the exact same way and never any carbon build-up issues.

This Honda is a pre-certified vehicle purchased a little over a year ago and we acquired the expensive bumper-to-bumper warranty for this very reason.

These issues were clearly pre-existing conditions that should be covered either by the extended warranty or the pre-certification.

We got also push-back from Honda on covering the battery when it died after owning the vehicle for only two weeks! Honda refused to pay for the new battery. The technician finally relented and said he would pay for it out of his own pocket.

This lack of customer support seems to be a pattern with David McDavid Honda. David McDavid just lost a customer.

UPDATE: I spoke with the service manager, Collin Baker, who went over what should have been explained to me while we were going through this. It's basically a corporate not a dealership issue. Honda America knows about this defect in the fuel efficiency system and, due to lawsuits, does cover certain models/years - unfortunately, not our vehicle.

I can only increase the rating to 3 stars because our experience with the service department was so bad and we were made to feel like we were at fault.