Nickii Moffett

Review of Kendall Honda

The good news is that the service department was ...

The good news is that the service department was very flexible with scheduling and was able to get me in at a time that was convenient for me. The bad news is that there was a great deal of disappointment from there. We dropped off the vehicle the day prior and I let the person who took my information know that I needed to get a call back around noon the following day with an update. She made a note of it and assured me this would happen. I also had stressed and she had noted that we had been having issues with one of the features on our pilot. We had hoped to get the sensors recalibrated.

The next day was the downfall. That was when they were actually servicing my vehicle. Noon came and went, followed by 1 o'clock and so on. I ended up calling the service department myself, only to be told that no one was available and that they would leave a message for someone to get back with me soon.By 2 o'clock my husband was calling them. And at that point no one really knew the status of the vehicle. As nice and clean as the facility is, it's very disorganized!

My husband told them we would be down shortly. When we arrived, they still weren't quite clear on where my vehicle was and there was a lot of shuffling and employee discussions. This was not only occurring at the service desk that I was at, it was happening at all of the others as well. The department was crowded with customers waiting for their vehicles and with service writers shuffling their papers looking for documents, even in one another's desks, and asking about the whereabouts of paperwork which should've been better organized. It reminded me of the freeway at rush hour.

They finally located my vehicle and brought it around, thankfully. They then proceeded to let me know that they had not found the issue, were unable to duplicate it and we're very sorry. I asked several questions regarding what they would be able to do. The service writer said that it was good that we had documented this problem. But I asked him what good does it do to document it if you can't replicate it in a test drive? It would still never be resolved if the service tech can never experience the problem. He really didn't have an answer for that. When I asked him another question about my vehicles performance and capabilities, he wasn't sure. That was bad enough, to have a service technician representing the vehicle and not knowing seemingly very much about it. But then he called back to his technician, the one who works on the vehicles, and even he wasn't sure. Here's the topper: when he got off the phone with his technician, and told me neither of them knew the answer to that, he then casually mentioned that I should look it up in the manual.

I have purchased 4 Hondas and all of them at Kendall Honda. The service there used to be stellar. The technicians were attentive, organized and knowledgeable. This guy acted like he just handed me my order of fries and a burger. He was nice enough. But he was pretty ignorant of the vehicles he services. I honestly never thought I would say this about Kendall Honda's service.

Lastly, when I left the vehicle and as I was driving out I look down to see how many miles they have actually driven. When I mentioned the problem we were having, I said that it happened on long drives and I gave him examples of the roads that it typically happened on. These roads were about 15 miles from the dealership. The mileage from when I left it to be serviced to when I'm driving it off the lot? 5 miles. :(