Keeler Motor Car Company

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Eight hours and $1100 later and the check engine light is back on. I am not happy and they know it! Oh and it is my husbands fault for not leaving the car over night. If I want them to fix it (because of course the options are all mine!) I can wait for about a week and a half to get a loaner and probably have to pay at least $300 more for another "service" that is on their CHECKLIST! No skill or analysis involved just a freaking checklist!

I think overall they are pretty good.

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I've always been happy with them. If they tell you it's going to take an hour, it takes an hour, unless they find something crazy. They told me it would be an hour for my work and it was less than an hour.

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They did good work. The workers were professional.

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Letter to General Manager 08-28-2014: Dear General Manager:

I didn?t know we were on a first name basis.  If we were, you would have called me already about the incident on August 20th, as Vince promised you would.  All this concern over customers is what I call,  ?business sham?:  pretending to be concerned about one?s customers, when all you seem to be concerned about is the bottom line. 

My story is long.  It has several parts.  It all started last Fall when I decided to have some body work done on my Accord.  The edge of the hood was rusting and it couldn?t just be painted.  It had to be replaced.  So, I decided to replace the hood with a new Honda hood, remove  a couple of dings, and polish out a scratch.  The bill came to just over $1700.  All out of my pocket.  I was working with Vince at the time in the collision center.  He promised the car in three days.  Ten days later, I got my car back.  Unfortunately though, one of the dings wasn?t completely removed; so I had to take the car back and leave it for another day.  Eventually, everything was completed.  When I paid the bill with a check, Vince did a double take as if he couldn?t trust me (and me, a good customer for ten years).

Recently, my car was scratched on the left front fender by an overzealous lawn mower guy.  I confronted him and he paid to have the fender repainted.  While the car was in the shop, I also decided I would have them remove a new ding on the left front door and repaint that door since there was a chip in the door not far from the ding.  It seemed the sensible thing to do.  Combine the two jobs into one.  This time I ended up working with Mike.  Initially, it was Carmen who did the estimate. (Vince from last year had quit.)  When I returned to actually schedule the work, it was Tom who scheduled the work.  When I showed up for my appointment, I learned that Tom had also quit.  That?s how I ended up with Mike.  Talk about a ?revolving door?.   Talk about confusion. Again, I was told it would only take three days.  Ha! Not so.   While it was in your possession, I thought this might be a good time to have it detailed as well.  Mike checked.  They said they could do it.  Two more days. 

There was quite a bit of stuff in the car.  I asked If I needed to remove all of it.  Mike said ?no.  They would do it.?  Well, they did.  But not everything.  They tried to work around most of it.  They ended up doing a half-a** job.  There was still stuff under the seats. Lots of trim had not been cleaned. I would rate them a ?C+?.  There was quite a bit that they should have done that they didn?t do.  I?ve had better ?details? and for less money too.   When I finally arrived to pick up my car, ?low and behold,?  the ding on the driver?s door that they were supposed to remove was still there.  Mike, with this sheepish look on his face, spotted it as well.  Back again!  Eventually, everything was fixed.  Sound familiar?

I?m sure you are finding this all quite interesting.  Sorry, story not over yet.  The best part is yet to come.

About a week later I found that the right headlight had a leak and that there was water and condensation in it.  Can?t leave it that way.  Back to see Mike who refers me to Honda service.  Ok, I go over to Honda service and meet a different Vince.  He checks.  Yes, they can do it.  The part is $250.  They have one in stock.  I set up an appointment for August 20th.  August 20th rolls around.  I show up.  Leave the car for the day. 

I arrive at 5 PM that day to retrieve my car.  That?s when all the fun starts.  It is parked right outside the service desk area.  So, naturally, I?m curious.  I start inspecting it.  Looks pretty good.  Then, I notice what looks like a flake of paint.  I lightly run my finger over the edge of the fender and paint chips fall off onto the ground.  ?D***.  They?ve chipped it.?  I go inside and immediately tell Vince.  We go out together and look at the car.  I showed him where it had been chipped.  Remember that fender was newly painted last Fall.  Vince starts running around like a chicken without its? head.  Next thing I know the guy who worked on the car shows up.  I point out the chip.  He, of course, denies any wrong doing and rudely dashes off as he makes a kind of gesture with his arm.  (Wonder what he was trying to say?) Very frankly, I didn?t want to talk to the service tech anyway.  He?s not going to admit anything.  I was able to find a piece of the paint that flaked off and saved it.  Vince, meanwhile, is still running around.  Next thing he tells me that he just touched up the chipped area with touch up paint.  He did that without telling me, without receiving my permission. Talk about a cover up!  I had him remove it.  He?s young, inexperienced; you just don?t do that to a customer.   At first he was going to deduct $50 from the bill, but that courtesy quickly vanished.  I paid the bill in full.  When I signed the invoice (#313655), I indicated on it that: ?My car was chipped. I?m not happy. The tech, as far as I?m concerned, lied. Vince touched up the spot without checking with me first.?

As I was leaving, he assured me that you would call me the next day (August 21st).  You didn?t.  What I want is to have that chip properly repaired by someone who knows what he is doing.   As for the service tech, he should never have been summoned.  That was a blunder.  If he is the only one who worked on the car, then he is responsible.  A customer?s car should not be damaged when it is left in your care for service.  No exceptions.

Keeler is a busy place.  Seems it?s bitten off more than it can chew.  A lot of running around.  A lot of anxious people.  Poor communications.  You leave your car.  When you call, most of the time you get an answering machine.  Very rarely does anyone call you back.  You rarely know the status of your vehicle.  If you want to know what is going on, you have to go in person.  I can still remember when I purchased my Accord from Keeler. We were given erroneous information by the same sales rep.  When we challenged him, he insisted that we were confused.  My wife and I spend our lives listening to people.  Analyzing what they say.  She?s an attorney and I?m a doctor.  We both heard the same thing from the sales rep. If he had made a mistake, all he had to do was admit it and move on.  I?m currently in the market for a new car.  I plan to keep my Accord.  I can?t say right now whether I will purchase that car from Keeler.  Remember, three strikes and you?re out. 

I received your e-mail asking me to complete the survey from American Honda describing my service experience with Keeler Motor Car Company. I can?t believe your audacity for such a request, particularly under the present circumstances. It demonstrates how out of touch you truly are with the service that is actually being delivered. Talk about being out of touch, the crowning glory is the message that was left on my answering machine the other day scolding me for missing my appointment on Wednesday, August 20th.  Truth is, I was there. You can pretend all you want that I was not there, but the documentation speaks for itself and the incident occurred as described above.

I have attached two images of the damage caused during the installation of the headlight .

No problem. Shuttle drove me home and then picked me up later for a job that took half a day. The service rep always calls before unexpected work is done. No unnecessary repairs - I've actually been told to hold off on things I thought I needed. Prices are apparently higher than the area independents. I have had an annoying problem with windshield moldings repeatedly blowing off on the Northway; Keeler has replaced them without charge at least 4-5 times, and soon will again. Otherwise I am happy with the car and the service. My experience at Keeler with two car purchases was much less satisfactory.

I was in line for service at 7:05 a.m. and they opened promptly at 7:30 a.m.  I needed transportation to work and was disappointed to discover that their courtesy shuttle did not start until 8:30 a.m.  I was contacted by phone by around 10:00 and told of the estimate.  I was told they did not have the part for the power window motor and I would either have to leave the car there overnight or return the car again the next day for the repair.  This was inconvenient since my husband and I work in 2 opposite directions from our home, but we worked it out so the car could be left there overnight.  I did not want to bring the car back again the next day and be late to work again with the shuttle not running until 8:30 a.m.  The next day I did not hear from them all day and I needed a ride on the courtesy shuttle to get there in time to get my car by 4:00 since I needed to be somewhere that night at 5:00.  I called them and they said the part had just come in (this was around 2:45 p.m.).  I stressed that I needed my car by 4:00 and they arranged a shuttle pick up in time to get me there to pick up the car.  However, when I arrived on the shuttle and proceeded to the cashier inside the dealership, there was a sign at the counter saying to go to the service bay area to pick up your car.  I went to this area and waited.  Workers were coming and going, but no one asked if they could help me.  I was waiting on a worker to finish with another customer and he had walked past me a few times, so must have seen me.  In the meantime, another lady came in and walked around me and met the guy who I was waiting on as he walked away from the other customer.  He asked her if he could help her, when he must have known I had been waiting.  Since I was in a hurry, I was not happy with this treatment.  It was a very poor system for picking up your car since there was no designated person who seemed to be taking care of this and customers were just standing around not knowing what to do.  They did apologize for taking the other lady ahead of me and pleaded ignorance of the situation, but they should have been more aware of when the customers were arriving. 

Keeler always lives up to it's reputation for excellence in customer service.  Left my 2006 Accord off for routine maintenance and 100K service, expecting a list of required work.  Pleasantly surprised to learn the Honda only needed plugs.  Service advisor was courteous, professional, straightforward, and didn't steer me to do any more work than was necessary.   Pricier than the Lube joint down the street, but you get what you pay for.  A++

oil change for my suv, waiting area is a little busy, over all it is OK

No issues.  Professional service.  Replaced battery under warranty.

Perfectly.  Keeler coordinated and kept in contact with me as well as my insurance carrier.  Work performed in an expedient manner.

Relatively easy to schedule.  I waited for the work to be done.  Look for coupons on stuff like oil changes before you go.