First Experience With Bel Air Honda's Service Department
November 5, 2018
I purchased my new 2013 Honda Civic EX-L NAV from another Honda dealership located in northeast Baltimore county at the end of March 2013. My visits to that service department were relatively few but trouble-free, because the car does not get a lot of mileage put on it. It is 41 months old and has 25,500 miles on it. It did have a warranty item repaired a while back About three weeks ago, the dealer-installed (at time of purchase) interior auto dimming rear view mirror with a compass, stopped working. It was a genuine Honda factory accessory. So I went to the aforementioned dealer to see about having it fixed, replaced or removed to have a manual mirror installed. The very young (and inexperienced) service advisor had the mirror looked at and informed me that it would cost $455.00 (parts and labor) to replace it. Knowing that the warranty period was a little over four months past but less than 36,000 miles, I then asked what it would cost to replace the mirror with a manual day/night mirror. The service advisor told me that I would have to go to the parts department to price that mirror. I told the advisor that it was not my job to do theirs and asked for the service department???s manager. I was told that he was not available. Rather than debate the issue,I took the estimate with me and left. I went home and then decided to drive to Bel Air Honda as I live between the two dealerships. I arrived at Bel Air Honda and noticed that they were very busy. I asked if I could take a few minutes of a service advisor???s time and get some help with my rearview mirror. Service Advisor Alton Thodos came over to my car and I told him about the mirror???s probem. I told him that the car???s warranty had expired, time-wise, but not mileage-wise. I asked Mr. Thodos if I could have the mirror replaced with a manual one. He told me that, although a manual mirror could be installed easily, the self-dimming mirror should not have failed with the low mileage and offered to contact the regional Honda manager to see if it could be replaced under an extended/goodwill warranty. I gave him all the information to start the process, thanked Mr, Thodos and left. Later that afternoon, the Service Manager from the other dealer called me and offered to contact the regional manager for help as well. I told him that would be fine. He told me that someone would call me in a few days to advise me if a replacement under warranty could be approved. However, I also kept in over close contact with Mr. Thodos. The first service advisor eventually left me a voice mail to call the dealership. I was not able to call back for a few days and eventually did leave a message after a first attempt to speak directly with them. The call was not returned. Meanwhile, Mr. Thodos advised me that the mirror???s warranty replacement was approved and the parts were ordered. The parts arrived quickly and I then took my car to Bel Air Honda today to have the mirror replaced. My tire pressure warning indicator went on when I left my house, so Bel Air Honda took care of that without charge. I was a customer at the other dealer???s service department since November 2005 when I purchased my previous and first-ever Honda. After being well treated by Bel Air Honda, I will ever go back to the other dealer. I have requested the service department to have my car???s service records be transferred to Bel Air Honda. I had the other dealer's rear license plate frame removed and Bel Air Honda put their on the car. Why not? Job well done, Belair Honda!