Unacceptable after-sales handling and inadequate diagnostics
I purchased a 2012 Honda Civic from this dealer on 11 January. An engine management fault appeared almost immediately after purchase.
Timeline of events:
• 11 Jan – Vehicle purchased
• 14 Jan – Vehicle returned to the dealer’s approved garage
• Parts (O₂ sensors) were replaced, however no proper written diagnostic report was provided, no live data was shared, and no test results were supplied to justify the work
• 15 Jan – Vehicle returned to me, but the engine management light reappeared straight away
• 19 Jan – Vehicle returned again with the same unresolved fault
On the second visit, I requested a full diagnostic report and specifically asked for the vehicle to be taken to a Honda main dealer or Honda-approved specialist for proper diagnostic testing. This request was not actioned. Instead, I was informed that the approved garage could not provide live data or catalyst efficiency readings, and that only a basic OBD scan was available. Despite this, assumptions continued to be made about the cause of the fault, including attributing it to parts fitted during the first visit.
At no stage was I provided with:
• Live sensor data
• Catalyst efficiency testing
• A clear written diagnostic process
• Evidence justifying the replacement of parts
As a result:
• Parts were replaced without supporting diagnostic evidence being shared
• Requests for specialist or manufacturer-level diagnostics were ignored
• The fault was never properly diagnosed or resolved
• Explanations for the issue changed over time
• The vehicle was off the road repeatedly within days of purchase
• I incurred additional costs and inconvenience
• Confidence in the diagnostic competence of the approved garage was completely undermined
A partial refund was offered as an alternative, however this did not address the unresolved fault or the lack of proper diagnostics. The sale was ultimately unwound with a full refund, which I accepted.
While I acknowledge that outcome, it does not negate the poor diagnostic standards, lack of transparency, or disruption caused. This experience strongly suggests a trial-and-error approach to repairs rather than proper fault diagnosis.
I would strongly advise prospective buyers to be cautious and to insist on clear, written diagnostics and appropriate specialist involvement if any issues arise shortly after purchase.
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