Honda of Staten Island - Service Center

I was very disappointed with my recent service experience at Honda. On Tuesday, I brought in my less-than-two-month-old vehicle because the front strut was leaking oil. I explained the issue when I arrived. The service manager took me into the shop while the car was on the lift and told me they didn’t see any leak, suggesting I take the car home and bring it back if I noticed oil again. Fortunately, one of the mechanics suggested lowering the car slightly and immediately found the leak I had been describing all along. Once the problem was confirmed, I was told the strut had to be ordered and that I should return on Thursday for the repair. When I returned Thursday morning, I was told the repair would take a couple of hours. I requested either a loaner vehicle or a ride home. While they did arrange transportation home, I didn’t receive a call that my vehicle was ready until 4:10 PM. At that point, no transportation was available to bring me back to the dealership, so I had to pay $35 for an Uber during rush-hour traffic.on top of that he informed me they close at 5:00pm. Considering my car is less than two months old and was being repaired for a defective strut, I expected a much smoother experience. Honda should have had a replacement strut readily available, and transportation arrangements should have been handled more professionally. While the repair was eventually completed, the inconvenience, delays, and lack of customer support made this a frustrating experience.

Do not waste your time going here. Let’s start with the fact that this service center schedules appointments they clearly do not have the capacity to honor. I arrived for my scheduled appointment only to find the service department already backed up. Before my vehicle was even properly checked in, an associate came over, looked at my dashboard, and immediately began trying to diagnose the vehicle while I was still sitting in it. My car has an issue where multiple warning lights appear on the dashboard, something that has happened before and is a known complaint among many Accord owners. Instead of listening to my concerns or properly evaluating the vehicle, the associate immediately focused on how many warning lights were showing and seemed more interested in discouraging me from proceeding with service than actually helping. I was then told that my vehicle would need to remain at the dealership for approximately two days just to be diagnosed. Not repaired. Diagnosed. For a vehicle that was still drivable and had a scheduled appointment. When I explained that I need my car for work and could not simply leave it there for days, the only solution offered was for me to leave the vehicle for at least 24 hours and then return later for transportation assistance. In other words, I was expected to waste my time bringing the car there, leave it indefinitely, and then make another trip just to get transportation. Unfortunately, this experience is not an isolated incident. Every time I have dealt with this service department there has been a problem. During a previous oil change, my vehicle was kept for nearly eight hours. An oil change should not consume an entire workday. The customer service here is consistently poor. There is always an excuse, always a delay, and always an attempt to push additional charges. Even customers with warranties are routinely told they may have to pay diagnostic fees before anyone is willing to check an issue. Rather than creating confidence in the Honda brand, this service department makes ownership frustrating and exhausting. To make matters worse, this is the only Honda service center on Staten Island. Because of the consistently poor service, I am now forced to travel to New Jersey just to have my vehicle serviced by people who are willing to provide basic customer care and reasonable turnaround times. I would strongly discourage anyone from bringing their Honda here for service. In fact, if your decision to purchase a Honda depends on dealing with this service department, I would think twice. The vehicles may be “reliable”, but the service experience at this location has been anything but.

I am drafting a negligence lawsuit against “Honda of Staten island- Service” involving a disabled child endangering. I came there in the end of April JUST to fix a jammed buckle. Instead, adviser Will insisted I also change oil (I wasn’t even due but I guess, they just needed to make any charge for profit). Since it was on a warranty/insurance I said “okay”. As a result, my buckle was UNTOUCHED even though car stayed there for 2 days. I was told they “ordered a detail” for a buckle and I’ll be called (never happened). Unneeded Oil was allegedly changed and soon after I picked up a car we had a terrible accident that could cause multiple injuries and casualties. Undercover of a “belly” of a car started falling down while we were ON A HIGHWAY going to water park with my disabled 6yo. Turned out, only 3 screws out of 6, were properly secured back!!!! We got flat out lucky that this big piece of a sharp metal didn’t just get loose on the road and people didn’t die or get multiple injuries. I dragged it on emergency lights until I found a motel on the road and situated there waiting for the emergency service. I had to pay $140 for motel room I didn’t need! My car was towed to the closest dealership in NJ. The fix costed me $325, that NJ official Honda dealership refused to bill their colleagues in Staten Island, assuring me Staten Island will reimburse me immediately but I can’t take back my car unless I pay them on the spot. I had to rent a substitute car for 2 days, take Uber twice, and calm down my child. My day and following week were ruined and I lost $941 all together. I collected all my receipts and asked for a refund of All above said expenses. At first, supervisor Jeff Pasenkoff instructed my adviser Will to arrange the check for me for $325. Only cost of the repair! No apologies and/or plans on improving their employees qualifications were ever given to me. I politely asked if I can have the amount I was forced to spend all together -$941. I haven’t even included the cost of the motel room (even though my child needed a special safe place and wouldn’t be just calmly sitting in a car and waiting for hours), I was very fair! Presented all the receipts. I am a caregiver of severely autistic child and NEED a car every single day. My car has multiple stickers about an autistic child inside, so why whoever changed the oil did it so bad? Was that also a premeditated hate crime? I thought it was extremely reasonable giving them a chance to solve it just refunding me my expenses, ready to forget about pain and suffering. At first manager Jeff was nice and promised to take it up with his bosses. 2 weeks later he briefly answered to my email that all upper management is unavailable until May 14th. Then he completely stopped responding to my calls, voicemails and emails. I didn’t even get a refund for repair they were originally already sending. Terrible!

PERFECTION! I have to say that my typical day is filled with discussions of various levels of customer disservice at nearly all stores. It is so commonplace that mere ordinary service gets our attention. Well this morning my level of satisfaction was exceeded on all levels by the Service center at Staten Island Honda. The weather was dreary, driving rain, and I wondered where I would park and how long of a walk it would be and how soaked I would be. Imagine my surprise when the garage door was wide open with a waiting team of service advisors complete with clip boards and friendly greetings of good morning! I explained to Issac that my check engine light was on, he glanced at my dash and knew precisely what to do. I exited the car to be greeted by service manager Jeff, he assured me that the service would be quick, (yeah, I've heard that before!) but I was prepared with a good book. I had a cup of coffee from the Keurig machine and found a well lit corner seat. I'd barely finished a single chapter when Jeff returned with my keys indicating the car was finished. My arrival time stamped on the receipt was 8:07 am and the time on the wall said 8:30. My jaw dropped I couldn't believe it was finished. A pit crew at the Indy 500 couldn't have performed as efficiently. It was a simple oil and filter change, and a multi-point inspection, which indicated everything was fine, but it was so much more. Smiles, handshakes, thank yous, all from a well trained and caring staff. A throwback to a simpler time, no AI, no robots, human touch, and a culture of caring in an industry not typically associated with care. Thanks Staten Island Honda, Jeff, Issac and the entire team. You inspired me to take 10 minutes of my day to recognize your exemplary service model!

Don’t appreciate the dishonesty. Came in for an oil change on Saturday morning. One of the tire is low on pressure. Ask them to take a look. Oil change was free since is a new car. Car only have little over 5k mileages. The service advisor name Will came and tell me there’s a nail on the corner that can’t be patch. So I trusted him and didn’t question anymore. Plus I’ll be driving to PA camping later that day with the kids. Don’t want anything to happen. After everything was done. Out of curiosity. I ask to take a look at the tire with the nail. He got the mechanic to show me. Once I see it I was furious. Is nothing like he say nail on the corner. And when I confront Will. He’s like he never sees it. While he’s the one that walk in and tell me there’s nail is on the corner and can’t be patch. Just not right hows he make his commissions.