Landmark Honda Service — Local services in Alexandria

I took my 2002 CRV in for service on Friday, March 22nd, at 8:30 a.m.; however, I arrived a little late and was checked in by 9:15. This is the first time I have had a complaint. I have been taking the vehicle for service for over ten years after purchasing it for commuting to work.

I worked with a new advisor, Timothy Godinho (aka Tim), on the abovementioned date. Tim was abrasive and ignored most of my relevant service needs. Also, he told me they no longer check sensors for free as part of the service point check that I requested, even though the potential problem was on file for my vehicle; thus, it would cost me ~$100+ to check. I tried to ignore it all, thinking he was having a bad day, but I began to think it was me personally. He had an issue with me "for whatever reason". I tried to see if he treated others who did not look like me the same. In all fairness, I tried not to look for fear it would ruin my day if I saw such behavior; thus, I can only go by the expressive communication that he had a problem with me and no discerning clear explanation of his behavior. I asked him to proceed with everything we discussed.

Based on Tim's recommendation for the service time, I waited at a McDonald's for two hours. When I called to check on the status of my vehicle, Tim was dismissive and made no effort to provide a status until I explained I had another appointment in the afternoon and needed a status.

When I arrived to retrieve my vehicle, Tim re-communicated that I needed two new cars and headlights deoxidized to pass inspection. I guess deoxidizing the headlight "somewhat" made sense to get done. However, I question the need for tires, considering I have been working from home for years, and the existing four tires were placed on the car ~2 years ago, and he only wanted to replace two. Also, because I infrequently drove the vehicle, I alternated between vehicles regularly for rare nearby errands or to go into the office one day every 2 to 3 months.

When I asked about the transmission, Tim said they did not test-drive the vehicle or look at it. He communicated that the car was old and the transmission problem could be anything and expressed no effort to look into the issue.

At this point, I did not see the need to ask any more questions. Tim closed my ticket without communication before I had the chance to decide to leave the vehicle for the repairs, he noted. At my own expense, I took an Uber home to get my other car and make my other appointment.

I paid the bill I received by email. However, the next bill, via email, had the previous and new amount due, and there was no clear indication that my service fees were applied as a credit because I proceeded with the recommended repairs.

So, I met with the service director, Mike, to express my concern. He noted that he was surprised that the vehicle was not test-driven after replacing the two front tires. He was also surprised that the service advisor did not even document the transmission issues on the service order. He spoke with the service "mechanic," who knew my car from previous services under Jenna, my long-term service advisor who has moved own to another career opportunity. The service mechanic explained how Tim pressured him to get it out the door without following the expected validation procedures.

Tim has yet to learn from everything else in the news about the risk we put on the lives of others when we don't follow validation procedures.

Mike was very responsive and sympathetic to my concerns. He proceeded to have the car thoroughly evaluated for me and adjusted my fees. He also referred me to another advisor he had more confidence in to work with in the future.

Will I go back to the Rosenthal Landmark Honda in Alexandria, VA? Yes, because of Mike’s prompt and considerable actions.

Thank you, Mike, for addressing my concerns. You need to get Jenna back if possible because she was the bomb,...

This was my first time taking in my vehicle to Landmark Honda. This facility is UNDER staffed and very outdated! I came in at 8:20am and had an appointment with Timothy. Tim seemed busy as he stepped outside and then returned but ignored me as he passed me several times… So once Richard (another assistant service mgr.) finished up with his customer he asked, whose’s next? Which was me after patiently waiting for about 15mins or so, and I told Richard that Timothy was suppose to be my Sevice rep when I made my appointment. I came in for an oil change and to get my VA Inspection and VA Emissions done. Richard said my vehicle would be done around 10-10:30am (basically 2hrs wait) and I would receive a text and “TIM” would still be my service advisor after Richard had checked me in.

After I stepped away and went to wait in the customer’s lounge I received a text message stating, Thank you for bringing your vehicle in today to Rosenthal Landmark Honda. Please use this number to call or text me. --Timothy Godinho Rosenthal Landmark Honda. As I waited in the “extremely” out dated lounge, and their complementary coffee machine was the only thing they offered at this dealership (pretty lame… I had no interest in their coffee machine nor their vending machine). I went to their restroom and again extremely outdated… Seriously it doesn’t cost much to renovate restrooms and the lounge… Honda is a successful business and as a customer your Sevice area, lounge, and restrooms should be TOP NOTCH showing how you care about your customers as this is your welcoming area when we (the customers) visit your location for servicing our vehicles there and/or may come in to purchase or trade-in a vehicle.

As I waited patiently in the lounge it’s now 10:45am (pasted 2hrs) and I have as of yet received any sort of update on my vehicle, so I texted Timothy to the number that referenced me earlier as it mentioned to call or text. I texted the number and asked, Hi Tim, Can you give me an ETA when my vehicle is expected to be completed? Richard mentioned to me between 10-1030am.

Thanks.

I waited 30mins! And no response… so I went out to the Service desk (11:15am) and saw again, Timothy talking with a customer and (2) others waiting… Richard was also with a customer and while I was standing there I saw my vehicle out in the parking lot (not knowing how long it’s been sitting there) while I was standing there in the Sevice area for about another 10mins. Richard acknowledged me and he asked, if I got a text message? I said no, that’s why I came up because I haven’t received a response and I would like to know the status on my vehicle as I can see it’s parked inside your parking lot. Richard asked Timothy if my vehicle was ready? Timothy looked through his paper work that’s piled up in front of him and passed the service papers to Richard as if he was overwhelmed with the amount of work he had going on…. Richard proceeded to check me out and then told me after I paid to go outside and someone would retrieve my vehicle.

All an all, I give Timothy a 1 star for ignoring me several times as if I didn’t exist, not returning my text or updating me on my vehicle. And if I didn’t come out the waiting room/lounge I would’ve easily probably continued to wait for another hour or so… I would give Richard 5 stars and a promotion (if I could but management should definitely consider) as he was very attentive and respectful towards me and others as I experienced during my wait. Timothy seemed overwhelmed with the amount of work he had and couldn’t multitask in the position he was in. Having only (2) service advisors working on a Saturday is ridiculous!

I tried to be detailed so the viewer and management clearly understands my...

My car is a Honda Accord. I bought it at an Alexandria dealership 10 years ago, but I never had a car accident and only rode 50,000 miles. So I never repaired it except for engine oil. I went to the Honda service on April 16th. The reason was that there was a beeping sound every time I applied the brakes, and I don't know where it was, but there was a different kind of electronic beep inside the car. I didn't know much about cars, and I thought that there were two types of sounds that caused serious problems with the car.

I went to the dealer service and left the car for a day, and I got a call in the afternoon. He said that he had to change all the brakes. I called $2300, so I made a deal for $2000. And that evening, I brought the car, and the next morning (17th), I was driving and there were still two kinds of beeping sounds. I felt angry and betrayed, so I went back to dealer service. However, it turned out that the cause of the sound was that the brakes were applied by the insurance company. The insurance company had put it on so that if I braked a little hard, it would beep. And the other sound was from the Easy Pass machine. It was so absurd and ridiculous that I just laughed. Then why didn't the repairman tell me the cause of the sound yesterday? He talked about the sound of the brakes, but I had never felt a brake problem while driving my car. And the other sound was just coming from the Easy Pass, but They didn't tell me that it was coming from there. So my husband and I thought it was because there was a serious problem in the car. So when I was told that I had to repair the $2,000 thing, I thought that I had to do it to make both sounds disappear. It turns out that both of the sounds were caused by a car breakdown. Then they should have told us about it when they recommend us to replace the brakes to new one. they made us pay $2,000 as if there was a problem with the brakes and there was a sound.

My car has only traveled 50,000 miles, so there shouldn't be such a big problem with the brakes. They deceived us as if there was a big problem. and over repaired us.

The reason we went there on the first day was because of two sounds. If they had told me the cause of the sound, I wouldn't have spent $2,000 to change the brakes. I think they deceived me and lied. I write this article because I hope that others will not be deceived by these...