Business ProfileforKen Garff

I am compelled to write to express my deep disappointment and ongoing concerns following a service appointment on February 23rd for my 2009 Honda Accord. As a loyal customer for over five years, and having made my most recent vehicle purchase, a 2023 Honda Accord, in August, I have always anticipated a standard of service that reflects both the quality of the brand and the reputation of Ken Garff Honda Riverdale. Regrettably, my latest experience severely undermined this expectation, resulting in significant inconvenience and unresolved issues. During what was supposed to be a routine oil change, I was informed that the drain plug could not be reinstalled, necessitating a complete replacement of the oil pan. This unexpected problem transformed my fully functional vehicle into one that was suddenly inoperable, directly as a result of actions taken during the service. Despite the service team's insistence that only standard procedures were performed, the undeniable fact remains: my vehicle was operational upon entry to the shop and left in a condition that prevented it from being driven. The handling of this situation by the service team, including the service manager, Rick, and an accompanying mechanic, was not only unsatisfactory but also deeply concerning. The discussions, which quickly became circular, focused on an allegedly incorrect aftermarket drain plug size and did not lead to any constructive resolution. The proposed remedy—to repair the damage at a "discounted" rate of $600—was entirely unacceptable, given that the problem arose under your care. Compounding the issue, Rick began to threaten additional charges for parking my now non-functional vehicle at your facility, adding insult to injury and demonstrating a lack of empathy and customer service orientation. This is unacceptable and further exacerbates the distress caused by the initial service failure. This situation was exacerbated by the unprofessional demeanor of your mechanic, who suggested I should be grateful for the loaner vehicle provided, rather than focusing on rectifying the mistake made by your team. Additionally, it has been two weeks since I requested a detailed report of the service performed on my vehicle, including specific information about the drain plugs encountered and replaced. To date, I have not received any response, indicating a concerning lack of communication and disregard for customer concerns.