Honda of New Rochelle - Service Center

I scheduled a service appt with Honda of New Rochelle for my 2016 Honda Pilot to try to repair a front headlight grill that was hanging down and no longer secure. During a trip to D.C., the grill section be my 2016 Honda Pilot to try to repair a front headlight grill that was hanging down and no longer secure. During a trip to D.C., the grill section beneath my passenger headlight came off and was hanging by some wires. To keep the part from completely falling off during the trip, I used duct tape to secure. I tried unsuccessfully to snap the piece back into place on the road and suspected some piece of the assembly was missing or cracked in need of repair (why I scheduled the service appt after returning home). I stopped by the dealership in person to make the service appt to make sure that they could actually fix the problem (and that I did not need to go instead to a body shop). I was assured they could fix the problem, so I made the appt. I dropped off the car this morning and was told by the service advisor that he was concerned that someone may have tried to steal the radar unit in my car and that I might need to file an insurance claim (because the repair would likely cost ~$2000). He told me they would call me once someone looked at it to confirm. When I got the call in the afternoon, I was told that they had a guy from a body shop they recommend look at my car and his assessment was that my Pilot was likely hit by another car and that he thought that there was damage to my headlight assembly, very possible that my radiator frame/bracket was bent from the collision but that this body shop guy would need to take the time (and I would need to pay the money) for him to remove my bumper to assess the full extent of the damage. The recommendation was for me to file an insurance claim and call their body shop for an estimate. No mention of the attempted theft of the radar unit at this point. I was stunned! I had no idea what to tell my insurance company because I could not fathom how my car could have been in an accident. It did not make sense given the course of my trip and when I noticed the loose grill part. When I arrived to pick up my Pilot, my service advisor restated the recommendation. I told him I did not think I had been the victim of an accident and asked whether any service person during the course of the had even tried to see if the loose grill piece could just be snapped back in place. He told me "No" and said that they were concerned that removing the tape would cause a "problem"! What! You are the Honda dealer service department!!! You fix vehicle problems all day every day!! I told him I would be happy to pay them to at least TRY to fix the problem without sending me to a body shop to remove my bumper, and he declined to do so. He tried to appease me by telling me that they were not going to charge me for the diagnostic! Thanks for nothing—you literally did not do any diagnostic work so not really a gift to not charge me for work you did not do! The end of the story is that I drove directly from the dealership to my local mechanic shop to ask their opinion. Without an appt and in TWO MINUTES the mechanic was able to deftly snap the headlight grill back into place AND identify for me that the middle grill between the two headlight grills was also pushed back a little bit and was able to fix that problem for me as well. My local mechanic did not charge me for the 2 minutes of his time to fix my problem but most importantly he actually TRIED to help instead of working to fill my head with all sorts of baseless conjecture about stolen radar units and encouraging me to file an insurance claim for an accident that never happened. I left the experience feeling like Honda of New Rochelle was trying to trick me into spending a bunch of money I did not need to spend (with their hand-picked body shop). I need trust in my local dealership and I appreciate honest efforts by people I do business with to help me when I have a problem. I got neither from Honda of New Rochelle, and they will not be receiving any business from me in the future. More

My experience was horrible. Car sitting in lot for over 2 weeks and issue not resolved. You can’t get through to anyone and if you do there is always an excuse and something els Car sitting in lot for over 2 weeks and issue not resolved. You can’t get through to anyone and if you do there is always an excuse and something else they claim is wrong with the car. I’m so disgusted. I will never bring my vehicle to get serviced here again. They are inconsistent and can care less that your being inconvenienced by their lack of professionalism. More

My experience was very good, the employees treat me with respect and work very fast. respect and work very fast. More