It's the customer service, STUPID

I know this may come as a shock to some of you that read this but there are some in the auto repair industry that lie. (shocking, isn't it?)

The latest round of stupidity comes from none other than Koons Honda of Manassas Va. We dropped off our 2008 Accord due to what sounded like two rabid cats mating inside a metal can. (it's the best analogy I can think of so bear with me) I dutifully
generate the appointment via their website and arrive at the predetermined time. The Service Advisor, (name removed) greets me or whatever you wish to call it and I begin my condensed diatribe regarding our injured vehicle.

I explain to him the front end vibrates at high frequency when applying the brakes. This occurs only when they are up to operating temperature. I also tell him the rear brakes are likely worn since it sounds like they are hitting the wear indicators. (refer to rabid cat reference above) I also explain one of the rear speakers vibrates badly at an undetermined low frequency.

I hand over the keys and off I go.

::Cut to 10 AM yesterday morning::

I receive a call from (name removed) telling me what I need. This is a summary of what he said for the sake of brevity.

He explains my front tires are likely out of balance, (BS) which is causing the vibration. Nevermind the fact the vibration is not speed induced but rather....you know what I mean. He also states the rear brakes, specifically, the inboard pad on the left side is down to the wear indicator. Ok, dragging caliper or defective parking brake, take your pick. Honda actuates their parking brake not with the tried and true method of wee little shoes inside the rear rotor. Rather, they use a mechanical linkage to the actual caliper. Again, ONE pad out of four is worn below specifications which means the caliper is dragging on the left side.

(A side note about my background. I have applied a wrench to most everything that has wheels on it save 18 wheelers. I have taken engines that were torn down to a bare block dumped in the rear hatch and re-assembled them. I know how cars work, I understand how ancillary components function and I damn sure understand the theory and operation of automobiles.)

Back to the story....

The "advisor" informs me it must have been our fault and we left the parking brake partially engaged. Again, BS, since there are visual and auditory indicators. We went around and around and I finally told him for the billionth time I was not going to pay for this even though the warranty for normally replaceable items is 12 months/12,000 miles a non replaceable part caused the failure.

It gets better...really...

The "advisor" explains the vibrating speaker issue to me and states it was due to the vibration in the front end. Wait, you mean to tell me the vibration in the front end transmits to the speakers even when stopped with the engine off? Brilliant! He's so bloody full of BS his eyes are brown.

The next go-round was the front end vibration upon applying the brakes. This indicates warped front rotors. He explains yet again this is due to incorrect tire pressures and tires that are out of balance. Can you say BS? I sure can and I called him on it again.

wait, it gets better again...

I told him under no circumstances would I be paying for these repairs since the defective, covered parts induced failure in the non-covered parts. He refused to budge so I told him to stop work and get my car out of there.


::Cut to 5:30 PM:::

We arrive at the Stealership armed with information and secure in the knowledge I really want a death cage match with this liar. I can feel the adrenalin flowing. I check out from the cashier with a $0 balance and ask to the see the Service manager. He arrives shortly thereafter and I begin to explain my side of the story. He agrees the issue with the rear brakes must be due to a dragging caliper and after I tell him I am taking it to Pohanka Honda in Fredericksburg he offers to put me in a free rental and they would take care of the problems. He restored my faith in people and this entire sordid process if for only a day or two. He did the right thing by mitigating a rapidly deteriorating situation. He kept me from having to wait in another dealer's lounge for the better part of a day banging away at my laptop trying to do some work. However, (isn't there always a however?) I shouldn't have to go to this length to get acceptable customer service. I shouldn't have to be on my toes and look for lies within the advisor's words.

It all boils down to the advisor not betting on having a customer who is knowledgeable in how this process works and they prey upon the weak and ill informed.

The real fun will begin when work is complete on my car and I have a chance to confront the advisor. I can assure you he won't like what I have to say and I will make it my mission to see he thinks twice about doing this again. I will have a conversation with him and the service manager. Lets see how he likes being raked over the coals.