DCH Paramus Honda - Service Center

DCH Paramus Honda responded

Thank you Asad again for your feedback. It saddens me deeply that the service advisor, and myself, failed in our efforts to make things right and change your opinion of us. I thought we had good rapport, and again I apologize that we did not live up to level of customer service that we always strive for. As we already discussed in person, as much as we try to be accommodating its impossible for us to guarantee an exact pick-up time as the complimentary shuttle service is picking up and dropping off multiple passengers in multiple towns throughout the day and we cannot predict travel distances and traffic conditions. The repair you had done is typically a 3 to 4 hour job, but the advisor managed to get the repair done is less than 2 hours to accommodate your schedule. I hope that you give us another chance at servicing your vehicle, and as promised I will personally drive you in my car to make sure you are picked up at the time of your choice. Call me directly anytime, Jason 201-351-2669

DCH Paramus Honda responded

Hi Angela, I have been putting off writing this because I did not want to write something emotional, no matter how personally I feel about it, but need to report the side of the story that you left out. The truth of the matter is that yes we replaced your rear brakes, but that had nothing to do whatsoever with the squeaking sound you heard a few weeks later coming from the front of the vehicle. That noise was caused by the use of non-Honda aftermarket metallic brake pads that your local mechanic put on your front brakes, which because of the extra metal get hotter than the Honda recommended ceramic pads and caused your rotors to warp. In regards to your return visit, I can understand your frustration of showing up and having to wait around for someone but you showed up without an appointment, which is perfectly fine, but it’s not like someone mislead you as you made it seem. You then asked to speak to the manager and were unable to, which is also completely understandable why that would make you upset, but what you didn't know is that he asked a number of employees to come in early that morning (the employees that typically show up at 8 AM) to have an important meeting regarding new details about a safety recall and needed to handle that before the morning rush arrives and thought he would have the time to speak to you after he was done. It was a tough decision, and again I apologize. We are only human and I know what it’s like to get pulled in too many directions at once. With that being said, I contacted you immediately afterwards and from the beginning accepted the blame and apologized profusely for your experience and went out of my way to make things right. Even though the noise had nothing to do with the work we performed previously, I still offered to replace your front brake pads and fix your rotors at no charge (a $239+ tax service) as a sign of goodwill and even personally drove to your job to pick up your vehicle and again later on to return it to you so as to not cause any more inconvenience. I personally supervise 18 employees and barely have a few minutes time to eat lunch each day, none the less spend part of my day making house calls, but I thought it was important to set the record straight and show you that we are committed to customer satisfaction. I have since followed up several times to inquire about the condition of your vehicle, to which I received no response. The only thing I politely mentioned after it was all said and done, and not as a stipulation but rather as a sign of appreciation was how much it would mean to me if you would update (not delete) your review to include my efforts. Maybe I'm wrong but I don't think that that’s too much to ask and as someone who, according to you, used to be in customer service as well, would understand how nice it would be to be shown just a speck of appreciation for the time, money and effort put into doing the right thing. Regardless, I hope that you continue to have many more good years with your Honda Accord, and even though you prefer to not bring your vehicle to us please know that I am always willing to assist any time you need me. Best wishes. Jason

DCH Paramus Honda responded

Hi Michael, Normally this is where I would apologize and say that the customer is always right, etc but you keep spreading #fakenews and not telling the true story. I know this breaks protocol but enough is enough. You brought your vehicle in for an oil change and tire rotation. No one here worked on your braking system, nor do we ever use an emergency brake (our parking lot is very level), and frankly it is extremely unlikely and unusual to "break" an emergency brake simply by using it. We have been in business for 40 years and service approximately 5000 customers per month and have never had a complaint like this before. Furthermore, prior to you bringing your vehicle in we noticed that you had some aftermarket work done to your brakes as the calipers were removed to be painted for aesthetics. Coincidence I guess... The most disturbing part is that despite all the times you called us and screamed and cursed at us for no reason, no one ever told you that we would not help you out as you have stated. In fact we have repeatedly asked you to bring the vehicle back so we can inspect it together but you keep missing your appointments and demanding cash instead. Hmmm. Funny thing is that if you acted like a gentleman and brought your vehicle in as agreed, instead of trying to blackmail us, even though we were not the cause of your problems we would most likely have fixed it for you free of charge since its not an expensive repair and to show some goodwill and appreciation. I hope that you learn from this experience and wish you the best of luck. Jason

taino87 responded

Fake news? Give me a break. You guys damaged my car and refuse to take responsibility for it. True story seriously? Stop lying to your customers and putting a front. I brought the car in one way, and you guys it gave me back to me a different way. You mentioned you told me to bring the car back numerous times? Obviously you are misinformed. I emailed, called and left a voicemail. I had to call a second time in order for you guys to get back to me so stop it with twisting what really happened. And you never had a complaint like this? I highly doubt this from the stuff I have heard so stop it once again. Aftermarket work? Say the entire story please. I had my calipers painted 2 months after I bought the car, which is approx. 4 years ago. And all of a sudden I get a problem years later after a routine work? Give me a break once again. Yes, I cursed once and it happened to be out of frustration for it being close to 3 weeks of dealing with the same problem. And once again, say the entire truth. I apologized and mentioned that is frustrating having a problem for the past 3 weeks and nobody does anything about it. Missing appointments and demanding cash? Lol Wow, you guys have really stepped to a new low. I have NEVER missed an appointment because I never created one because you guys never called me back. So stop it. And blackmail how? Lol Not sure if you are getting your stories right Jason..lol If you are going to respond to a review with lies and unprofessionalism, at least base them on truth. Don’t be twisting and adding to the things I have said. You would have fixed it? Sorry, that’s not what HONDA corporate said nor what your other partners have either. As a matter of fact, they stated. The following “ We have spoken to DCH Honda to further investigate the problem and we can not help you since this is a corporate office and the problem is the service of the dealership. Furthermore we did speak to the dealership and we were told they will NOT fix your problem but will be more than happy to go over the procedure of how they do a tire rotation and oil change.” Thanks but no thank Jason, and yes I have learned quite a bit to be honest. And first is to no trust DCH Honda dealership service, how you are willing to stoop to whatever level you can to lie about what has happened and how it did, all because you can not accept a review. Wish you cared as much about your service than you do about your precious reviews. Good Day