Kudos to Hilltop Auto service
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From:
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Sent: Thursday, November 04, 2004 2:11 PM
To:
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Subject: [nsx-list] Good Service Story
We hear stories about bad service or broken promises, so I thought I'd share a good story. I had some routine maintenance done at Hill Top Auto Service in Daly City, California recently. I picked up the car and drove home, and when I parked in my garage I smelled a bit of oil. At the same time, the phone in the house was ringing. It was Don Lam, owner of Hill Top. He said he had noticed a few drops of oil where my car had been idling in his lot before I left, and he was very worried that perhaps his assistant had pinched a gasket when putting the valve cover back on after Don did the valve adjustment. He said he had tried my cell phone, but I had had it off. I looked under the car, and sure enough, there was a small drip. Don apologized profusely, asked me to check the oil level, add oil as necessary, and bring the car back in as soon as possible. He even wanted me to put newspaper under the car to avoid staining the garage fl oor (I told him not to worry, the floor is painted).
The next week I took the car back, and Don found that the valve cover had a very small chip taken out of it in one corner. He found this by replacing the gasket, doing an idle check with no problems, and then checking after a road test. Then you could see that the pressure had caused the gasket to bulge out of the chipped corner area; there was a small leak there. Again, he apologized, and he had no idea how the chip had occurred, but there was never any question that he was going to take full responsibility and make it right. A new valve cover from Honda is about $500 and delivery is very uncertain. Don found one at CompTech and got it delivered and installed in a couple of days. I just picked up the car, it runs great, and Don apologized for the inconvenience once more.
Character comes out under stress.
Tom King
'92 Blk/Blk CTSC