**Update 6/22/20**

**Update 6/22/20**

Changed from 1 to 3 stars. The GM called me and listened to my issue. He made some suggestions on making it right. We agreed on some things and my second experience was very good. Thank you Ali.

So you take the good and you take the bad.. I gave a 5 star review 2 weeks ago when I purchased my new 2020 Pilot. Unfortunately, the add-ons I wanted were not available and had to be ordered. About a week later, I receive a call from Arianna to schedule a time to bring the car in to have the add-ons installed. I set the appointment for 6/3/2020 @ 9am. I asked her how long it should take top which she replied about 2 hours, but scheduled it for 3 hours in case they are running undermanned that day. On 6/3, I arrived at the service department at 8:45am and was met by Collin Baker. He asked if I was staying or dropping it off. I told him I was told it would take 2-3 hours, so I will be back at that time. My kids and I went to the surrounding restaurants and retails stores to waste some time until the car was ready. We returned to the dealership at 11:50. At 12:10, I approached a service consultant as to the whereabouts of my vehicle. She made some calls and tells me that there was a mistake with the VIN number received from the sales department and they have not started on the car yet. She told me that Collin Baker (who I just found out is the Service DIRECTOR) instructed to start on my car now. I told the consultant that this was completely unacceptable and that I wanted to speak with Collin. She told me he left the building which I called her bluff and immediately told her that I just saw him walk by 5 minutes ago. She says, Yes, that was him leaving the building. I asked her why in the hell would the Service Director not call me to tell me there was a mistake and the car would not be ready? Why would he not identify the issue immediately and work to fix the problem before me waiting for 3 hours? She did not have an answer for me. I told her I want Collin in front of me in 5 minutes to answer these questions. She says that all she could do was call him on his phone. She told me that they will give me a loaner vehicle (Civic that smells like rotten feet) and they will drive my Pilot to me once it is completed. I told her that I had no other options so we would go with that. I calmed down a little but, then the consultant comes back to me with the gentleman that is going to give me the loaner. The gentlemen says, all i need is your credit card so I can put a deposit down for damages. Well I lost my SH** again saying they will not get my card, will not get my license and to drop the bullSH** and just give me my vehicle back. She then tells the gentlemen to just get keys to a car and give it to me. About 5 minutes later, I am walking with my kids to the loaner. As I get in the car, Collin shows up in the bay. I get out of the vehicle and approach him. He turns to me and just says, I am sorry for the issues. So I asked him, why in the hell a person with Director in his title would not identify there was a problem and fix it immediately? He then says to me. I didn't know you had been waiting in our waiting room or I would have called. I said, that is BS, if you knew there was a problem with the VIN, then why didn't you address it immediately and get the service done? He stares at me.. I then said, nobody did a damn thing about my vehicle until I asked the consultant where my car was, then all of a sudden , people started jumping into action. I said, I had an appointment at 9am. I dropped it off 15 minutes early. At 9am, when they began working, they should have identified the issue then and someone should have called or you as the DIRECTOR should have addressed and resolved the issue. None of that was done. He just looked at me and behind his mask said, I'm sorry. No, here is what I am going to do to fix this, no here is what we are going to do to take care of you because of our laziness and absolutely pathetic customer service. Just I'm sorry and he walked away.