I went to John Eagle Honda on 08-09-14 to have my ...

I went to John Eagle Honda on 08-09-14 to have my AC repaired. After the initial inspection, the expansion valve needed to be replaced and I went with the recommended replacement of the evaporator as well, (an up-sell), but with the Texas heat I went for it. Summing up my experience are as follows:

Pro

Parts (Expansion Valve & Evaporator) were discounted to competitively match what other dealers were offering. They were charging me list price on these parts and I could have easily ordered them from Majestic Honda at 30% off. They agreed to give me a 25% discount. (Note: Including the shipping and handling charges Majestic Honda would still have been cheaper).

Cons

Inaccurate information on when parts were arriving - This is when I got a call on Tuesday, 08-19-14. Dave Johnson, my service representative, informed me that the car was finally ready however there were minor parts that needed to be installed and that it would be received the next day. Upon arrival on Wednesday, I was told that the parts were not there and I have to come back another time. No consideration was placed on my time and the distance I have to travel for the remaining parts.

Inaccurate billing - Aside from the Expansion Valve & Evaporator there were additional parts added to the invoice at 45% OVER list price. In addition, all of which are suspect to being mishandled, leading to it breaking or misplaced.
After going back to the dealer yet again on 08-26-14, the mechanic admitted that a few parts were lost and so I was refunded those parts. This was after much argument with my service representative and him accusing me of trying to get stuff for free. Another thing to note was I trusted my service representative, Dave Johnson, knew his math as he calculated the refund. Once I got to the office and began to put the invoice away, I noted his numbers did not add up. I had to call back to have the additional amount credited back.

Deep Scratches on the firewall and bent access hole - The expansion valve has a cover which comes in two pieces and is held together by locking push tabs. Instead of pushing the locking tabs to release the cover it is very apparent that it was pried off the firewall using a flat head screwdriver which led to deep scratches on the firewall, bending the lip of the access hole and breaking the part.

Broken turn signal - Leaving the dealership, I directly proceeded to work. Upon arrival I then noticed that the passenger side turn signal was hanging from just its wires. It appears during work was performed it had been accidentally knocked off. In the process, one of the retaining tabs broke. It seems to appear that it was returned to its place with the intent to conceal the damage until I drove out of the lot. Without the retaining tab the light easily worked itself out of its place from wind and road vibration. I ended up ordering this part online.

To sum up my experience, I am quite displeased with the service I got especially with my service representative, Dave Johnson. I truly wished that our conversations were recorded as he flat out lied. He aims to please and would say things that are untrue. Second, the notion of taking pride of your work is most certainly absent. The scratches on the engine bay shows the lack of care. Lastly, the burden was place on me to scrutinize the invoice/bill. Aren't we customers owed a fair and accurate billing?

Follow up - I would like to commend John Eagle s management for their commitment to service quality and customer satisfaction. I was contacted by Jassen Richardson, Parts and Service Director, on 08-27-14. Jassen was both apologetic and sympathetic to my plight. He offered to repair the scratches and reimburse me for the broken turn signal. It is unfortunate that I experienced such an ordeal however Jassen was great and addressed all the issues I had with the service.