How bad am I overreacting? WWYD?

[TaraLee4]

I'm insanely angry right now, and i'm trying to CALM DOWN before I call the Honda dealership back. Because being snarky and rude will not get me anywhere.

I took my car (I have an '05 Civic Hybrid) to the dealer on July 16th. I had a squealing noise that both my father and stepfather (former machanics) said was coming from in/around the air conditioner.

The machanic at the dealer told me that indeed, the noise was coming from the air conditioner and I was going to need a new compressor and some other bit parts. I was quoted $779 for parts and labor. I was also told at the time the part (the compressor) was on backorder, but would be in "in a week or two" (that's a direct quote from the parts guy) I tell them to order the parts and pay the $108 for the diagnosis.

Fast foward to the second week of August: I call THEM looking for my parts because it's been 3 weeks and I've heard nothing. The parts guy tells me that they're back ordered. To which, I replied I knew, but they told me when I picked up the car that the parts would be in in a couple of weeks. He says to me, "I don't know why they'd tell you that, the computer says they're back ordered until the first week of September" I was not pleased. The guy asks for my phone number, and tells me to give him a day or two, he's going to call around and see if he can find the part from another local dealer.

Fast foward to September 1st: Haven't heard back from THAT guy, so I call again. This guy (and everytime I call, it's someone different) doesn't know anything about anyone trying to find me parts. They still don't have a date of delivery for my parts. He says to call back in a week.

So I called back Wednesday 9/8. Dave (i got smart and started asking for names!) Tells me that the computer is telling him that my parts will be delivered on 9/16. great!

But I called TODAY after not hearing from anyone yesterday. Dave isn't there. (of course) But neither are my parts. apparently they won't be delivered until 9/22 at the earliest, but he can't guarantee that. Which WOULD have been fine.

Except I'm moving to Florida the first week of October. The last day that is available to service my car before it's getting driven 1300 miles is October 5. This is STRESSING me out! This is why I took the car in MONTHS ago, so that I wouldn't have to worry about the car at the last minute!!

I tell the guy on the phone this. Who responds, "Yeah, I see why you're stressed. I don't really know what to tell you." and ALSO says "someone will contact you when the parts get here." like I'm wasting his time, and that i'm being annoying, and he is going to tell me whatever I want to hear to get me off the phone.

I understand the part is backordered. But at this point I'm fairly sure that i've been told by SEVERAL people whatever they could tell me to get me off the phone and that has me MAD. Not to mention that the guy today basically told me that it's my problem. This is the dealership I bought my car from. I have NEVER had this issue before.

I WILL be calling back to talk to a service or parts manager. at this point, I don't feel that it's unreasonable to be asking for some sort of discount for the supreme lack of customer service i've been recieving. What do you think? Is that fair? Or should I just suck it up and deal with it because they've told me that it was back ordered at the beginning? I think almost $800 is a lot to pay for the crap they've been giving me. They will NOT be getting my business going forward. (obviously. I'll be in Florida)

 

[The Mystery Machine]

At this point, I would pick up the phone and start calling every dealership in a 100 mile radius to find someone with the part to get my car fixed.

 

[malibuconlee]

At this point I would go in to the dealership in person and ask to speak with the manager of the service department. See what they can do for you.

 

[minniecarousel]

I'm insanely angry right now, and i'm trying to CALM DOWN before I call the Honda dealership back. Because being snarky and rude will not get me anywhere.

I took my car (I have an '05 Civic Hybrid) to the dealer on July 16th. I had a squealing noise that both my father and stepfather (former machanics) said was coming from in/around the air conditioner.

The machanic at the dealer told me that indeed, the noise was coming from the air conditioner and I was going to need a new compressor and some other bit parts. I was quoted $779 for parts and labor. I was also told at the time the part (the compressor) was on backorder, but would be in "in a week or two" (that's a direct quote from the parts guy) I tell them to order the parts and pay the $108 for the diagnosis.

Fast foward to the second week of August: I call THEM looking for my parts because it's been 3 weeks and I've heard nothing. The parts guy tells me that they're back ordered. To which, I replied I knew, but they told me when I picked up the car that the parts would be in in a couple of weeks. He says to me, "I don't know why they'd tell you that, the computer says they're back ordered until the first week of September" I was not pleased. The guy asks for my phone number, and tells me to give him a day or two, he's going to call around and see if he can find the part from another local dealer.

Fast foward to September 1st: Haven't heard back from THAT guy, so I call again. This guy (and everytime I call, it's someone different) doesn't know anything about anyone trying to find me parts. They still don't have a date of delivery for my parts. He says to call back in a week.

So I called back Wednesday 9/8. Dave (i got smart and started asking for names!) Tells me that the computer is telling him that my parts will be delivered on 9/16. great!

But I called TODAY after not hearing from anyone yesterday. Dave isn't there. (of course) But neither are my parts. apparently they won't be delivered until 9/22 at the earliest, but he can't guarantee that. Which WOULD have been fine.

Except I'm moving to Florida the first week of October. The last day that is available to service my car before it's getting driven 1300 miles is October 5. This is STRESSING me out! This is why I took the car in MONTHS ago, so that I wouldn't have to worry about the car at the last minute!!

I tell the guy on the phone this. Who responds, "Yeah, I see why you're stressed. I don't really know what to tell you." and ALSO says "someone will contact you when the parts get here." like I'm wasting his time, and that i'm being annoying, and he is going to tell me whatever I want to hear to get me off the phone.

I understand the part is backordered. But at this point I'm fairly sure that i've been told by SEVERAL people whatever they could tell me to get me off the phone and that has me MAD. Not to mention that the guy today basically told me that it's my problem. This is the dealership I bought my car from. I have NEVER had this issue before.

I WILL be calling back to talk to a service or parts manager. at this point, I don't feel that it's unreasonable to be asking for some sort of discount for the supreme lack of customer service i've been recieving. What do you think? Is that fair? Or should I just suck it up and deal with it because they've told me that it was back ordered at the beginning? I think almost $800 is a lot to pay for the crap they've been giving me. They will NOT be getting my business going forward. (obviously. I'll be in Florida)

I can see why you're ticked off! I would be too. I agree, I would call around and find another dealership. While it may be true that the part is hard to come by, someone somewhere along the line should have leveled with you and told you. It's such a shame that people don't take ownership in their jobs and give good customer service. It might be interesting to find out who actually owns that dealership and let them know about the run-around you got.

Good luck - I hope you can get it fixed.

 

[beatlesblonde]

I feel for ya, both as a fellow consumer and a retail worker. I can see where they may have dropped the ball. I bet what happened is someone promised to call you and then they didn't let whoever was working next know. I always try to send an email to my co-workers if I know I won't be in the next day when a customer is expecting a call. Not saying that makes it okay, but when you have multiple employees who don't work every day messages can get lost.

Have you already paid for the part and labor? Is it something that can wait till you get to Florida? Maybe have them ship the part to a dealer near your new home? I like the idea of calling around too and seeing if another dealer has it (don't know why they haven't done that too, my mom works for a car dealership and they'll get parts from other dealers all the time).

Good luck!

 

[tvguy]

I'd ask your friends and neighbors if they know of a good, independent A/C repair shop. I'd call them, get an estimate, and see if they can get the part, and how long it will take. I'd run from that dealer.
Only thing in the back of my mind is that the part may be different or more difficult to get since you have a hybrid. I bet the independent shop could answer that question.

 

[Hannathy]

I don't see why you should get anything off the part? they are telling you as much as they probably know. When they call it up it says backordered and a date that is all they can do. It isn't their fault it isn't in yet. What do you want them to do? make the part?

I know it is frustrating and annoying but what don't you think is being done? they said they would call when the part came in and it isn't in yet.
Either wait for the part to get in there or shop around and see if someone else has it but I don't think they owe you anything

 

[SandrA9810]

I'd go in, ask for a copy of the diagnostics and take it with me to Florida.

No need on stressing about it now. As long as the AC still works and it's not going to blow the motor during the drive, then you should be fine.

If you're headed to Central FL, the guys at Car Care were always good to me, and a great bunch of people. Never got the run around, and always spoke to the same people.

You could also call ahead to dealers where you're moving, and ask to have the part on order for when you arrive. Now the kicker is going to be when they say that it's not on back order and they have it in stock, or can get it in a day or two.

 

[SaraJayne]

As someone who dropped her dealership due to the service department sucking so bad, I feel your pain.

Go somewhere else. Your car (and your blood pressure) will thank you.

 

[MiniGirl]

I hear you. It stinks. However, I've read your post several times, and I never see where they specifically told you they'd call you back if the delivery date got pushed back. It is possible that when you were told a week or 2 it is because that is what was in the computer and the estimated date, obviously, got pushed further back.

I know it is frustrating, and I'm sure it is for them, too. I don't think it warrants any kind of discount though. Of course, you would be well within your rights to complain or take your business else where or even see if they could contact a dealer in/near your new town to see if they have the report.

 

[Lisa loves Pooh]

My dd's syllabus is backordered...it is frustrating. I called to check and they just don't know when it will be in. Why? They order it directly from the o
author and her husband is presently being treated for Stage 4 cancer.

Now--I really need my syllabus...like really really NEED it. But crap happens and I'm this case it is rocking someone's world badly. So I will have to make do. IN THIS CASE--griping would just be cold. I can't mOe it come faster Ns I just don't care.

Now you are deAling with Honda. You can be mad. This is totally business. However, you being mad won't get the part there any faster. It is unlikely that you are the only Honda customer in need of this part. It is likely there are several. Unless that Parts manager has some heavy pull...he won't be able to bump you to first priority in all the nation

soooooo....what can you do?

Well....you can breathe. You CAN drive to Florida without functioning A/C Nd you CAN survive in Florid without it for a bit...especiLly in October. It will be hot--but not summer hot. I have a friend driving her family without A/C. She has no money to fix it. You CAN mKe so for now.


As for that backordered part. You do not want to lose your place in line.

This Honda dealer NEEDS to get on the phone with your new one. See I'd an arrangement can be made to fed ex the part to the new dePersonalize when it arrives. See how they can make it right. Understand that they are likely going by whY they were told about the ETD of the part but that they have no control over when they can actually get the part.

Last---if this isn't warranty work...can you fins a mechanic and see if it is possible to repair it with a generic?

I'm sorry that you are in a bind, but it is not the end of the world. People in Florida have survives without A/C in October.

good luck with your move!

 

[C.Ann]

First thing to do is to show up there in person and get a copy of the diagnostics..

Once you have that in hand, you can call some other places - or wait until you arrive in Florida to have the problem taken care of..

I remember a horrible nightmare that I went through for months with my dealership (not Honda) and not only did I get the runaround about my issue, but they had my vehicle for at least two months or so.. I was SO upset I thought I was going to have a stroke.. Looking back on it now, I realize that the only person my anger was hurting was me.. That's not a good thing..

Do what you can - in a calm, yet assertive (not "aggressive") way.. You'll feel much better in the long run..

Good luck!

 

[ontariomonkey]

I don't really think that you are due any compensation. I know it is super annoying that no one has updated you on the progress of getting the part, but that is their only misdeed imho. I don't think that they have any control over when the part arrives. Is it bad service though? YES!

Too bad you told them that you are moving to Florida! Now there is absolutely no incentive to keep you happy They know that they are already loosing your ongoing business/routine maintenance and that is the money shot for dealerships.

 

[barkley]

have you considered calling honda motor corporation (their 800 number is available on-line)? they can tell you if the part issue is with them or the individual dealership.

i had an issue with a honda that was outside the warranty period, and the local dealership was not imho being as responsive as i thought they should be, so i called honda corporate. they hooked me up with the regional manager for my area who got me the answers same day that the local dealership had claimed for weeks on end they could'nt.

 

[cassiez76]

i feel your pain. i have a saturn and had HORRIBLE service at the one near me, before the $#!($#@! closed.

i googled their "home office" number and didn't stop until i spoke to somebody. didn't really see any action, but it made me feel good to let them know what idiots they had.

you're gonna need that A/C in fl! good luck and i'm totally jealous you're moving to fl!

 

[bumbershoot]

I'd go in, ask for a copy of the diagnostics and take it with me to Florida.

That.


And if you need to go in to talk with the dealership guys, honestly, take your dad and/or stepdad in. Sadly, and especially since Saturn is gone, mechanics *can be* absolutely positively biased against women, and won't listen to them, will charge them more, and just make it all rotten.

I was borrowing my stepdad's car for a bit, living 2 states away from them. It developed a problem. I took it to the mechanic. They looked at me like I had 3 heads when I tried to describe the noise. I called stepdad, did the noise for him. He called the mechanics, did the noise (having never HEARD the noise from the car), and they said OK and fixed the thing that the noise indicated. AUGH.

Hubby has helped many women (and some men) not get bilked by their dealerships, just by giving them the words to use. Sometimes he's had to get on the phone (only for his female co-workers) when the words didn't work. Seems having a male talk instead of a female makes all the difference.

It sucks, but it happens. So take your dads in when you go to get the diagnostic info (so you don't have to pay another $100 in FL).

 

[cm8]

At this point, I would pick up the phone and start calling every dealership in a 100 mile radius to find someone with the part to get my car fixed.

me too, at this point, I would not even want them to work on my car...no telling what they would do to it

 

[SandrA9810]

me too, at this point, I would not even want them to work on my car...no telling what they would do to it

Usually the guy in the back isn't the guy you're talking to in the front. The guys in the back just do what they're told.

And yes, if you want a good mechanic, be a good mechanic yourself. So many times I'd have them run the diagnostics to see what the problem was. I'd also ask to go back and look at the defective part. Have them explain to me what it did, and what problem it was causing. Then I'd ask them, how easy can I do it??

There was one time they wanted to charge me nearly a 100$ to replace a hose off the radiator. I said heck no, I can get my hands to that part, and it won't take you more than 2 minutes to replace it. So I paid the 20$ for the hose, found a couple tools in the back of the van and did it myself. I had one jug of coolant already in the back, so I used that, then found some place a block away to buy more.
Another time, they wanted to charge me nearly 200$ for an air sensor or something. I asked them what part, where was it, and what I had to do to get it off. Went to the store and spent 40$ on it, and did it in the parking lot with the store's tools.

Sometimes the upcharge was in the price that they bought/sold the part to me at. Other times it was the "computer's estimated time" that jacked the price up. They were a good bunch of guys that I trusted a lot, so I knew they wouldn't steer me in the wrong direction. But I wasn't going to pay them for something simple.
Although sometimes it was worth the charge vs the hassle of doing it at home. Spark plugs being one of them. While they're supposed to be easy, Kari nearly tore her hands up trying to get to them on the van's motor. They were in all sorts of weird places underneath.

 

[superme80]

I would call other dealers to get a hold of the part. Also I would go in person to talk to a manager. Even if you choose not to have them work on your vehicle this is unacceptable. Good luck!

 

[NMAmy]

That.


And if you need to go in to talk with the dealership guys, honestly, take your dad and/or stepdad in. Sadly, and especially since Saturn is gone, mechanics *can be* absolutely positively biased against women, and won't listen to them, will charge them more, and just make it all rotten.

I'm sorry so many women feel this way but I really believe it's a self-fulfilling prophesy. I used to be a service advisor at a car dealership. I'd get a lot of women who would come in assuming all dealerships were out to get them and they'd be shocked to have a female service advisor. There are female mechanics and service advisors out there. If you're uncomfortable dealing with men, then seek out these shops.

I haven't done that job since the mid-1990's and I always take all our vehicles in for service. At many different shops over the years, I've NEVER met a mechanic with a bias against women. In fact, the majority of them bend over backwards to be of assistance. In my experience, if you ask a mechanic to explain something to you, they're more than happy to show you and explain exactly what they're talking about. It's a difficult job--think about it, almost everyone who comes to a mechanic is already annoyed because their car isn't working properly. A little understanding and a good attitude goes a long way. Heck, my 19 yo dd takes her car in for repairs and has no issues at all. They want repeat business--why in the world would they purposely try to run off 50% of the population?

To the OP--I don't see that the dealership owes you anything. The part is on backorder and the problem is that they aren't aware that the date has changed until they're looking up your particular order. I'd speak with the parts or service manager and ask to have the part sent to a local dealership where you're moving so that you can have the repair done when you arrive. Dealerships can look up repair orders at other dealerships so it shouldn't be an issue for them to do the repair nor will you have to pay the diagnostic fee again.