Southaven Honda - Service Center

On Monday, January 29, 2024 I dropped my car off at Southaven Honda for what I was told would be a 2-3 hour repair. I was also promised a shuttle ride to work and then back to get the car. After sittin Southaven Honda for what I was told would be a 2-3 hour repair. I was also promised a shuttle ride to work and then back to get the car. After sitting in the waiting area for 40 minutes, the shuttle still had not been announced, so my husband had to pick me up. After my car had been there for 3 hours 40 minutes, I called for an update. The problem was found to be more serious, i.e. previously misdiagnosed, and it would possibly take all day or even into the next day. As such, the estimated cost went up by several multiples. I had to borrow a car to pick up my child from school. I received an update on Tuesday morning and Tuesday afternoon. The goal was completion by Tuesday at close of business or Wednesday morning. Neither of those happened. I had to borrow a car again that day to pick up my child. On Wednesday I had to catch a ride in the morning. That afternoon my husband and I showed up to the service department only to be told again that it was an extensive repair, and an update would be given as soon as one was known. Apparently, there was a short in the electrical system somewhere, and it had to be located by way of extensive diagnostic testing. The Assistant Service Manager, with whom I had been trying to get updated several times per day, went into her office and typed an estimate on a plain piece of paper. It felt very unofficial and unprofessional. We left there with no concrete idea of when my car would be ready OR if the cost of the extensive diagnostic testing would be additional. On Thursday I was told, via text, that there was no update as of noon. I would be contacted as soon as an update would be available. It may be today, or it may be tomorrow. This felt like a never-ending repair that was costing me time and money! I was never offered a loaner car, and I had to cancel several business meetings, as well as a medical appointment, because I was afoot! Friday morning a car industry friend called and spoke to the Service Manager on my behalf. He was told five more hours. Frankly, I had been hearing that all week. He suggested that I speak to the General Manager. On Friday afternoon I managed to get myself to the dealership and asked to speak to the General Manager. He was very polite and apologetic about the situation. We both agreed that more direct, specific communication could have made this very unsavory experience much more palatable. Personally, I think offering transportation and/or a discount due to the original problem being misdiagnosed and me being afoot all week would have been a very professional gesture. However, neither of those happened. Coincidentally I received a text that my car was ready while I was waiting to speak to the GM. The updated, estimated cost was honored. At this point, however, it wasn’t about the money. It was about being strung along all week without any concrete progress updates. It was extremely stressful! I made it very clear that I would NEVER darken the doorway of Southaven Honda again. I declined the free oil change I was offered because at this point I feel that Southaven Honda cannot be trusted. I will certainly not be purchasing my next Honda from there. The wash bay was apparently down that day, too, so I picked up my car dirty. The interior also felt grimy due to the techs working on it. The service bay drop off area wreaked of marijuana. Once I got home I realized that the pad that goes in the bottom of my center console was missing, as well as a few personal items that were in there. The Service Manager has let me know that she ordered me a new one, and I do appreciate that. Finally, someone who does the right thing! Communication and transparency are key in life. So many issues can be avoided by simply telling the truth. Southaven Honda will never have a good reputation if they continue to operate without those things. More