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I dropped my vehicle off the evening before the work was completed. My 2002 Civic LX was taken for the 7 year maintenance of replacing the timing belt and water pump.
When I dropped the car off it was working in a normal manner with no unusual noises. It was taken for routine maintenance and I expected to receive the car back in the same condition as it was dropped off.
The service tech called me the morning the work was completed to verify the work that I requested for service and advised me that it should be completed in 5-6 hours. When I received the call at 12:42 pm to learn that the work was completed, I was advised that they found a crack in my exhaust manifold which could be repaired at a cost of $764. Since the car had been handling and sounding normal, I decided to hold off on the repair so I could have more time researching it.
I picked up my car from the dealership and immediately noticed that the car was making a loud noise which is associated with a cracked exhaust manifold. As I know it was not making that noise when I dropped it off, I returned to the dealership unhappy with the condition of my vehicle since it was in their hands. The service manager test drove the vehicle and then had me (and my husband) join him outside to look under the hood at the crack in the exhaust manifold they had discovered and had advised us on how much it cost to repair. As I explained the vehicle was not in this condition when I dropped it off in their care, I questioned why it would happen in the 24 hours it was in their care. The service manager explained that things happened in odd times and also expressed that when he test drove it that to hear it you must be accelerating quickly to hear it and that he didn't hear it until he was headed back to the dealership. His assumption was that I was driving it harder than normal when I left the dealership and that is why it "magically" sounded louder than normal. He then backpeddled and said that I probably was just driving it like I normally do but had failed to hear the loud noise associated with the cracked manifold. The service manager said that it needed to be repaired and if we felt that the dealership had something to do with the crack that we should take it to another shop for a second opinion (at our expense). We advised the service manager that we would be taking the car to another shop for the repair and would not be going back to their dealership for future service. My main concern is that I was not advised of the crack before the initial service was completed and the vehicle was ready for pick up. If it was cracked when it was initially taken in, why wouldn't they call me and see if I wanted all of the service to be completed at once?
This may seem irrational, but this was not the first issue we had with the service department at Carl Hogan Honda. In December, I took our 2006 Hybrid Civic in for the routine oil change. When taking it, I was assured that they had all of the parts for a hybrid oil change. After the service was performed, I found out during check out that the service department did not have the recommended oil (0x20w) stocked so they substituted the 5x20w oil service for the vehicle. When I questioned why they would make this substitution before advising me, they assured me that no dealerships in the South would use the 0x20w oil in a hybrid and that our dealership in PA used it because of the cold conditions. During our recent visit to Carl Hogan's service department, we found out that the parts department now stocks the recommended 0x20w oil for hybrid vehicles.
Beware of this service department. They apparently do not follow the recommendations that Honda includes in their Owner's Manuals. I had heard that their department was known for "finding" major repairs and have experienced the fact that my car was not returned in the same condition as when I dropped it off. Whether they caused the crack or enhanced it's condition I cannot say. I do expect a dealership to be more professional and advise me of issues found with my car at the time it is noted. In the future I will be driving even further to find a reputable Honda dealership for major repairs to our vehicles.
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