Appalling service from Honda Umhlanga

Purchased a demo 2017 Honda Ballade in January 2018 for R209 000.00 from CMH Pinetown. The build, compared to the much older Hondas, is disappointing. After 30 000k’s, rattles are appearing from the dashboard and rear seats. When washing the vehicle, I can hear water dripping into the front passenger side door panels. The inferior build is more evident in areas one would not normally look at when purchasing a vehicle. Under the glove compartment and under the steering column, electrical wiring is exposed. However, my after sales experience with the Umhlanga dealership is making me change my mind on wanting to be a Honda owner.

My vehicle was booked in for a 30 000km service on 15th May 2019. I also requested them to investigate the vibration I experienced when braking. During the course of the day I got a call from Pranil, the service adviser, indicating that the Front discs needs to be machined and brake pads replaced. The windscreen blades were streaking and also required replacement.

In the afternoon Pranil called to inform me that Motorite approved the skimming of the front discs. replacement of the front brake pads and windscreen wiper blades. However, Honda Umhlanga did not have all the parts and would inform me when they arrive. It is shocking that Honda dealerships do not have stock of commonly used parts.

A few days after the service I used my windscreen wipers and was surprised that there was no streaking as was previously visible. As I personally wash my vehicle, (I have VPS protection film fitted and cannot utilise the services of a carwash), I am aware of every scratch on the vehicle. I washed the vehicle on the weekend and noted that on the passenger side windscreen wiper arm, the head of the stud that holds the lower arm to the upper arm was abraded and the paint under the upper arm was coming off. On closer inspection of the driver’s side wiper arm, I noticed a tiny chip on the front and a scratch on the rear.

I called Pranil and expressed my concerns that these defects were noted after the 30 000km service. Pranil insisted that the windscreen wiper arms could not have been swopped at the dealership. I requested that we continue this discussion when the vehicle is bought in for the brake pad replacement.

I received a call from Honda Umhlanga on 26th April indicating that the parts had arrived. I requested a booking for the following week, Friday. The lady informed me that the mechanic who is going to work on my vehicle only comes in on Mondays and Tuesdays. I called Pranil, who informed me that there was a misunderstanding. The mechanic was on leave, 1st May was a public holiday, and would only return to work on the following Monday. They prefer to have the mechanic who diagnosed the problem to repair the vehicle. Is replacing front brakes and windscreen wipers complex on Hondas???

The vehicle was eventually booked in on the 15th May. When collecting the vehicle in the afternoon, I had a chat with Pranil and the foreman, Prem, regarding the windscreen wiper arms. Prem indicated that under no circumstances would they swop the windscreen wiper arms. I pointed out that this was noticed after the 30 000km service and my vehicle was not left unattended since the service. After deliberating over the issue, Prem informed me that they would submit a warranty claim for the scratched paint under the upper wiper arm. Photographs were taken.

On 20th May I called Larissa enquiring about the warranty claim. Response was that they did not hear from Honda. Emailed Larissa on 3rd June. There was no response to the email. On 5th June I called Larissa. Was informed that her computer crashed and if Honda responded over the last two weeks, she would not know. Asked if she could call Honda. Responded that she tried calling, and they always at meetings. Asked that I email a picture of the wiper arm to Pranil’s email address. I didn’t as my experience with the dealership thus far was less than mediocre.

I eventually contacted Honda on 5th June. On 7th June, the case manager located in Durban, called me indicating he is following up as to whether a warranty claim was submitted in May.

Just to add to their unprofessionalism, on my 15 000 km service, the engine oil was filled above the maximum mark on the dipstick. Had to take the vehicle back to drain the excess oil.

Going forward, I am inconvenienced, as I now have to travel from Umhlanga to Honda Pinetown for servicing. I am contemplating cutting my losses and trading in the vehicle for a different brand, while the mileage is still low.

The above concerns were sent via an email to Honda SA on 7th June. To date I received no feedback from the Case Manager on the status of the warranty claim or any response from Honda SA regarding my concerns.

The vehicle comes with a 5-year warranty. I fear the day that when there is a claim against the warranty. There is a lack of professionalism from Honda Umhlanga and Honda SA.