Western Honda

I am writing to share my experience as a Honda customer. I took my car into Honda Edinburgh last Monday after receiving a letter regarding a recall of the passenger airbag. The letter stated the work would take approximately 1 hour. I waited five hours and was then informed that they needed a part they did not anticipate needing and would have to order it (apparently they don’t stock the parts to cover such contingencies). They said they didn’t have a courtesy car to give me, I asked if I could take the car and bring it back when they have the parts, and I was refused the keys to my own car. I explained I was now stranded 40 miles from home without a car to which I was offered a lift to the train station (I don’t live anywhere near a train station). We phoned Honda customer services to try and get a hire car authorised, but they refused stating we didn’t meet the criteria. Over a week later and my car is still at the garage because they are still waiting on this part. We were initially told it would take 3-4 days for the part to arrive, then when it didn’t arrive we were told it will take a few more days or possibly weeks. We all know they could get a courtesy car to us if they really wanted to. We live rurally so owning a car is essential but Honda just don’t care. I’ve never experienced such awful customer service in my lifetime. I am now having to fund a hire car out of my own pocket due to a manufacturing recall. That isn’t right.