The purpose of this letter is to lodge a complaint against the Service Department of Avery Greene Vacaville Honda, 751 Orange Drive, Vacaville, Ca 95687, regarding my visit on 4 January 2017 to have Warranty service performed on my 2014 Honda Ridgeline, VIN 5FPYK1F73EB013218, which on that date had 42,483 original miles on the odometer. The problem which prompted my visit is as follows:
In December 2016 I began to notice billowing clouds of blue smoke from my exhaust pipe on startup. On watching the problem for the next couple of weeks I noticed that it happened intermittently, usually (but not always) when the engine was cold. Following the initial blue cloud (definitely not black or white smoke), any exhaust gasses became invisible (but I am unable to determine whether my truck was smoking from the exhaust when I was driving). I also noticed that when I started it up while in the driveway (with the intention of pulling the truck into my garage), even if there was no smoke visible the garage would fill with fumes — it was so bad that I would have to hold my breath, exit the truck, and sprint into my house to avoid inhaling those fumes.
It quickly became apparent to me (as an amateur mechanic) that somehow oil was finding its way into the combustion chamber and was being burned, resulting in the smoke & fumes. I therefore took the truck to the Honda dealer in order to have them isolate and repair the problem. I spoke with the customer service representative Linda, a very friendly and efficient rep who wrote up my complaint. I left the truck with them and was given a ride home by another friendly person.
Later in the day Linda phoned to say that their service technicians had not been able to replicate the problem, therefore had done no service to the truck, and that I should come pick it up. I told her that this was an unacceptable response to the problem, and that I would come to the dealership to discuss it further. My companion Peggy drove me there and I had a discussion with Linda and a gentleman named Don (who introduced himself as the service manager). When I asked what diagnostic service had been performed, Dan told me that they had started the truck several times and let it run for several minutes, all the while visualizing the exhaust pipe to see if there was any smoke: there was none. Therefore they seemingly decided that there must not be any problem and that my complaint was not valid.
When I suggested an analysis of the exhaust I was told that they do not have the diagnostic equipment; when I suggested a compression test be done, I was told that it would take too long and that they would have to charge me for the labor (likewise to remove and inspect each of the spark plugs); and when I suggested that the PCV valve be changed I was mocked by Don because this model does not even have one — he chided me for not knowing that and asked if I were a certified mechanic. He also said that the policy of the service department is to try to replicate the problem and (if unable to do so) to send the customer “on their merry way†(his words). He also said that, per policy, they could do no more diagnostic testing, and he found this frustrating because, as the Service Manager he was trying to diagnose and correct problems with Honda vehicles “with one arm tied behind my back†(again, his words).
Eventually they agreed to pull one spark plug to check for oil; they did so and the one they chose was clean. They tried to convince me that this plug would be representative of each of the others but I disagree. They suggested that if I were to allow an oil & filter change, they would fill the crankcase with an exact amount of oil and after 1,000 miles I should bring the truck back for another oil & filter change (at my expense) — if the oil consumption was “excessive†they might be able to perform a more in-depth diagnostic service. I agreed to this and (while Peggy & I went out to lunch) they performed this service. Afterwards I paid for the oil & filter change, retrieved the truck, zeroed the trip odometers, and left. In the next few weeks I will have to endure the fumes and smoke at times when I start my truck, and I am apprehensive about taking it on an extended trip (which I have planned for the end of this month) because I’m afraid I’ll have engine issues.
To summarize: my Ridgeline is burning oil, which presents a health and safety issue for me; clouds of blue smoke and fumes are being discharged into the environment; and I have been insulted by the service manager at Vacaville Honda when I tried to have this problem corrected.
burning oil, 5 January 2017
The purpose of this letter is to lodge a complaint against the Service Department of Avery Greene Vacaville Honda, 751 Orange Drive, Vacaville, Ca 95687, regarding my visit on 4 January 2017 to have Warranty service performed on my 2014 Honda Ridgeline, VIN 5FPYK1F73EB013218, which on that date had 42,483 original miles on the odometer. The problem which prompted my visit is as follows:
In December 2016 I began to notice billowing clouds of blue smoke from my exhaust pipe on startup. On watching the problem for the next couple of weeks I noticed that it happened intermittently, usually (but not always) when the engine was cold. Following the initial blue cloud (definitely not black or white smoke), any exhaust gasses became invisible (but I am unable to determine whether my truck was smoking from the exhaust when I was driving). I also noticed that when I started it up while in the driveway (with the intention of pulling the truck into my garage), even if there was no smoke visible the garage would fill with fumes — it was so bad that I would have to hold my breath, exit the truck, and sprint into my house to avoid inhaling those fumes.
It quickly became apparent to me (as an amateur mechanic) that somehow oil was finding its way into the combustion chamber and was being burned, resulting in the smoke & fumes. I therefore took the truck to the Honda dealer in order to have them isolate and repair the problem. I spoke with the customer service representative Linda, a very friendly and efficient rep who wrote up my complaint. I left the truck with them and was given a ride home by another friendly person.
Later in the day Linda phoned to say that their service technicians had not been able to replicate the problem, therefore had done no service to the truck, and that I should come pick it up. I told her that this was an unacceptable response to the problem, and that I would come to the dealership to discuss it further. My companion Peggy drove me there and I had a discussion with Linda and a gentleman named Don (who introduced himself as the service manager). When I asked what diagnostic service had been performed, Dan told me that they had started the truck several times and let it run for several minutes, all the while visualizing the exhaust pipe to see if there was any smoke: there was none. Therefore they seemingly decided that there must not be any problem and that my complaint was not valid.
When I suggested an analysis of the exhaust I was told that they do not have the diagnostic equipment; when I suggested a compression test be done, I was told that it would take too long and that they would have to charge me for the labor (likewise to remove and inspect each of the spark plugs); and when I suggested that the PCV valve be changed I was mocked by Don because this model does not even have one — he chided me for not knowing that and asked if I were a certified mechanic. He also said that the policy of the service department is to try to replicate the problem and (if unable to do so) to send the customer “on their merry way†(his words). He also said that, per policy, they could do no more diagnostic testing, and he found this frustrating because, as the Service Manager he was trying to diagnose and correct problems with Honda vehicles “with one arm tied behind my back†(again, his words).
Eventually they agreed to pull one spark plug to check for oil; they did so and the one they chose was clean. They tried to convince me that this plug would be representative of each of the others but I disagree. They suggested that if I were to allow an oil & filter change, they would fill the crankcase with an exact amount of oil and after 1,000 miles I should bring the truck back for another oil & filter change (at my expense) — if the oil consumption was “excessive†they might be able to perform a more in-depth diagnostic service. I agreed to this and (while Peggy & I went out to lunch) they performed this service. Afterwards I paid for the oil & filter change, retrieved the truck, zeroed the trip odometers, and left. In the next few weeks I will have to endure the fumes and smoke at times when I start my truck, and I am apprehensive about taking it on an extended trip (which I have planned for the end of this month) because I’m afraid I’ll have engine issues.
To summarize: my Ridgeline is burning oil, which presents a health and safety issue for me; clouds of blue smoke and fumes are being discharged into the environment; and I have been insulted by the service manager at Vacaville Honda when I tried to have this problem corrected.
- Greg B., Vacaville, CA, US