Verbal agreement and a handshake has gone out of style, that’s why there is documentation. It’s a matter of principle, not about $32. Good business practice includes honoring promises given to customers. I used to rave about their services but not anymore because of some people who don’t seem to care.

He said She Said
This morning I went to Ourisman Honda of Laurel to have the regular oil change as I have done in the past. We have been going to their service center since we bought the minivan. When I went to the service desk, they gave me the quotation for the oil change. I was confused, we were supposed to get free oil change upto 100,000 miles. This has been honored in the past times I went. I asked for the free oil change that we were offered when we bought the vehicle. Assistant Manager Marvin Pierce asked me for a documentation(coupon, agreement, anything on paper) and brushed me off saying that there is no such thing as free stuff anymore. He told me that if I can produce the document, then I can get the free oil change. I got more confused. The last time we had an oil change, we presented the print out of the email of the offer and the person behind the desk asked for the print out so that they can keep it on file so I don’t have to bring it next time. This morning, I didn’t bother bringing a printed offer email because of what they told me the last time. It will take more than an hour to get the oil change done, so there I was with my daughter in tow, I decided not to drive back to get a print out thinking that I could use the free shuttle service home which they said it will take about 15-20 minutes. Ten minutes went by, 15, 30, 45– no shuttle yet. By the time I asked about the status of the shuttle, they said that the service is almost done and I decided to wait for it(I was also thinking that my daughter will need her car seat and I couldn’t get it if the van is in the shop). I asked for the manager and the service guy pointed me to Assistant Manager Jennifer Wingate and I asked if they would honor me a refund if I paid the oil change and came back with the print out(a logical solution). Of course, I had to re-tell her the whole story and she asked me if I received the free oil change the last time I came. I said yes, and she said “I have been working here for years and we don’t have such an offer.” I insisted that when we were given the quotation- the free upto a 100,000 miles was thrown in the deal and the only stipulation was to have all the regular maintenance done in the dealership which we have done religiously. Then she said: “we only give free oil change every other time, check your offer.” But since I didn’t have the paper, I knew that I was just wasting my breath. I went and paid the $32.00 oil change fee. My first reaction was disbelief that they can’t see the note in their system which was supposed have been in place that we have free oil change upto 100,000 miles and dismay came next. [Read more...]