I emailed the general manager of Castle Honda Mort...

I emailed the general manager of Castle Honda Morton Grove IL last September 15 but no response. I don't think it was a wrong email address because I got the info from the email I received. Since there was no response, I thought of sharing my experience here in Google so other customers will avoid this incident (if they can).

I asked my son to bring our Honda Civic LX 2014 last August 24th for 21,000 miles service.

The service advisor, Fouad (if I remember that right), spoke to me on phone to let me know what needed to be done on the car and told me the approximate fee. I agreed and was told it will take an hour for the service.

I had to give my credit card details on the phone so my son can check out later. Everything went well up to that point.

Around 4pm, while coming out of Honda service compound, my son called to let me know the car was giving a warning of low tire pressure and the car was not washed. I told him to go back and ask.

When I saw my son back home, he said a staff of Honda told him to drive the car to the car wash area but he wasn't able to ask about the tire pressure as he got to go somewhere else.

I ended up going to the nearest gas station and put air on the tires myself.

The last time I took my car for service in Castle Honda, I also had to be the one to drive the car to the car wash. But the one before that, I dropped my car for service and picked it up after couple of hours, my car was all washed and clean.

Is there a difference between waiting and dropping off the vehicle? Car is not washed when a customer is waiting but it will be washed when customers come back to pick their car up?

The things I would like to point out:

- Inconsistency of customer service
- Customer has to be the one to drive the car to get it washed
- No (human) after sales follow up call except for the generic email telling me about customer survey that I might receive; that if I will not rate EXCELLENT from servicing my car, then it is a FAILED score for them
- My son is just a kid that he was not given equal service treatment as would be to other (older) customers?
- No business card of the service advisor anywhere on the paper work or anywhere inside the car
- How come the tire pressure was not checked when in fact it was one of the points on the checklist that was done?

I understand, car wash is a privilege. I see that due to competition, dealerships or any auto repair shops would include car wash in pursuit of great customer experience to enhance referral and repeat business. So, this becomes a standard giveaway.

Never mind the "extra mile" that typical customers will expect from such reputable dealership, but just an attention to detail. I am not asking too much. My car may not be the top of the line and it's 5 years old. I chose to service it in Honda just because I have high regard with Honda service, wouldn't it supposed to be reciprocated?