Martin Honda

Tl;dr : poor communication, poor customer service, don’t take your car here In early 2023 my Honda Accord broke down on the side of 95, I had it towed to Honda Newark to have them diagnose & repair the iss take your car here In early 2023 my Honda Accord broke down on the side of 95, I had it towed to Honda Newark to have them diagnose & repair the issue. The full engine would need to be replaced, a total of around $4,500. Near the end of the repair, they reached out to inform me that the clutch was 85% used up & that they would be replacing it as well for no additional cost. I picked it up in September & did not think I would have to worry about it again. Unfortunately, Martin Honda did not live up to what I expected from the Honda brand. In March, the clutch again broke. After communicating with my ST from the previous repair, I was awaiting a message back about what kind of warranty I could expect since the clutch was the issue & had just been replaced in September. After several weeks of waiting, I finally had the car towed to Honda to get a faster response. I called to check in & see what could be done. The individual I spoke with told me that they had not done anything with the clutch & so it would not be covered, & when I responded that I had the message still that stated the clutch was being replaced, he told me it would be better to wait until the next day when my original ST would be in. The next day I received a message from the ST stating that the repair would be $3,419. I asked to receive a call. When I spoke with him I was told again that the clutch was never replaced. I said that I had a message with his name signed to it stating that it would be, & he said he would investigate. When I received a call back he said it had been replaced, that they would need to take the transmission apart to investigate the current issue & that if it was mechanical failure, it would be their responsibility. They also realized that I was without a car & offered up a loaner\ while my car was in. I tried to follow up 2 days later & was told my ST was not in, I was transferred to another tech who told me that my original tech was in fact there & that he would call me back. I ended the day without hearing back & without an update. On Monday I called & was told that my ST was not in until the next day.The next day I got a message with excuses about having tried to call me twice on the previous Friday (I had no missed calls). They once again told me that I would be paying for the repair & that it had never been replaced in September. I asked why this was my responsibility if they had said they were replacing it & did not, & was told that this was a “valid response” & that they would get back to me. Later that day they asked if I was okay with aftermarket parts, & I said I was. They said it would have the same warranty & that they were attempting to “minimize financial loss” when I asked if they were still expecting me to pay for it. The next day I got a message saying that it would be $1380 for the repairs. I tried to call 3 different numbers & got no answer on 2 of them, but on the third was told that the service tech was on with another customer & would call me back. 2 hours later I still had not received a call. When the service tech called he said that he had never said the repair would be covered, that he had only said he would try. I requested a supervisor. Marc, was rude & repeatedly interrupted me to tell me that I was wrong about the repair originally (in September) having been free to me - he kept cutting me off to say that they had only ever said the labor would be no charge, ignoring me saying that I had the message that said it. He finally told me to send the message & they would take a look. Around an hour later I received a call back with Marc saying the repair of the clutch would be covered, but not the additional parts (which is fair, the other parts were not mentioned prior to this). I never received an apology for the rude treatment on the phone, the whole 2nd round of repairs took a month to resolve, & I’m not convinced they didn’t sabotage something else. More