Honda of Owings Mills

TLDR; Simply put, poor customer service. I can't speak for the actual work itself and assume it was done correctly. What I can speak to is the sub-par customer service. -The service advisors either don't know or are dishonest about their own policies. I understand if you don't take OEM parts customers provide. However, when your employee makes a mistake and tells customers they can, please take ownership of the mistake. A simple "our mistake, we'll take care of your next tire rotation, etc," goes a long way. -Lack of knowledge and decision making awareness: If the service advisor doesn't know a technical detail about a car (understandable), the appropriate response is "I'm not sure, let me find out for you." Don't try to smooth talk and xx customers. ***Full version*** I arranged to have my mother's Accord Hybrid serviced to get an oil change, radiator and hybrid system (PCU) coolant drain/fill, and transmission fluid drain/fill. I usually do most of the routine maintenance on our cars, but I just don't have the time right now. Decided to bring it here as this is were we bought the car. When I made the appointment with the service advisor Chris, I asked if they would use the OEM HONDA coolant and ATF fluid I had already bought instead of charging me. He said "yes, if it's Honda OEM, I don't see why not." Great. When I asked whether the coolant in the PCU is also replaced as part of the radiator coolant change, he said he wasn't sure, but he'd get back to me. I go ahead and schedule for 1-week later. I didn't receive a follow up from Chris regarding the PCU, so I sent a message through the service portal, no response. The day before the appointment, I also called to confirm the details of the work. Chris wasn't there, but I spoke to his colleague who said she would leave a message. Once the car is dropped off the next morning at 7:30am by a family member, I get a call from the advisor Chris who then informs me that they can't use my Honda OEM fluids that I provided (which he explicitly said I could) per their policy. I understood the policy and asked if he could provide some help (such as discount on parts) given the week before he told me the exact opposite. He told me that he would have to speak with his manager (Danny), but that he could send me to another shop also if I wanted. Well we scheduled our day around this job, so we decided to just get it done. He still had no answer about my question about whether the PCU Hybrid system coolant is changed along with the radiator coolant, but would get back to me. Well the next contact I get is an email with the invoice and a call shortly thereafter that the car is ready for pickup. When I asked if his manager could help out at all, he said no, that they can't use the parts as it would void their warranty. When I asked about the PCU, it's clear that he forgot about this and states that he thiiinks it was done as part of the radiator coolant job. Ok.... So I ask him to go to talk to the technician who knows the answer for sure. He puts me on hold for a few minutes and ostensibly talks to someone who tells him it was changed. I'll be sure to take his advice and go to an independent shop next time or just do it myself.

Great experience! very smooth sale. I would definitely recommend this dealership to others! thank you Honda of Owing mills for a great sales experience!

The whole team Honda of Owings Mills was outstanding with above and beyond customer service. My sales rep Guillaume and sales manager Earl truly did everything in their power to earn my business and give me the best possible deal on my Honda Pilot. Ariane in finance made the paperwork a breeze by facilitating e-signing at the comfort of my home. Thank you guys for making this a very memorable buying experience, I’ll be back to see RRR Automotive for all my future vehicles.