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Customer Reviews of Russell & Smith Honda
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26 service reviews
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Express Service sign does not exist
by Gary on 03/30/2022I bought an extended service warranty for 10 oil changes and five tire rotations . There is an express service lane but no express service . I found that Russel and Smith do not take appointments for service ,so you may have to wait for… several hours before they start to service your car . My last attempt to have my car serviced I was told it would be a 3 to 3 1/2 hour wait . My previous Honda dealer and a Toyota dealer both allowed me to make appointments . When I bought the car i was advised the Honda extended warranty was not as I was told and would be of little value , this was not true . I had my car services at another Honda dealership in a timely manner . Now Car Fax has sent me a notice that I am behind on my service interval.Service Done Right
by Ash on 02/23/2022updated 03/03/2022Honda Service guys are great! They have taken great care of me and my Honda over the last 6 years. I love that Constantine keeps in communication so I know what is happening with my vehicle. He has a great attitude and always goes above… and beyond.Avoid this dealership!
by MA on 06/27/2021This dealership has been a headache and a waste of time to deal with, ever since I made the mistake of buying a car from them 5 years ago. Whenever I take my car for routine maintenance service (a couple of times a year), I have a terrible… experience. They either mess up my appointment record, or they make me fill out identical paperwork to what I filled online when I made the appointment, or I have to wait for the truant mechanic to come back from his lunch break, or they let people who arrived after me go in front of me in line (even when they are walk-ins who don't have an appointment!—whosoever does that except clueless, unprofessional businesses?!), or the guy who does the state inspections is truant, or they forget to put the dipstick back after an oil change, or they claim they rotated the tires when clearly they didn’t. I don't trust them to work on my car anymore. I must perform a quality control check on their work after each appointment! What a bad feeling! I gently complain every other time, and no improvement happens. Absolutely no improvement. On the infrequent occasions when they do a decent job, they are eager to beg the customer to write them a good review. How cheap! That accounts for some of the high star points in some reviews (bribery & feeling pity for them). (Yelp has more unflattering reviews of this dealership.) Why do we need to praise them for simply not messing up their work? How incompetent and unprofessional can you be before customers must go somewhere else for better business treatment and service? I have read through some of the other reviews, and it is remarkable how some of the same issues are mentioned over and over again and with the same workers over and over again (Constantine Thanos, Joseph Fitzgerald, the inept greeters, etc.). This dealership suffers from serious lack of professional quality control. If I were the owner, I would fire many people, starting with managers and assistant managers. They are a liability to the business.Service Rep Lied To My Face.
by Nora Heflin on 02/25/2021The car dealership is good,the service department has a employee who pulled a switch on what service I told him I wanted, then lied to my face,without blinking, talked to the service manager, he was nonchalant, 0ffered me 50.00 dollars for… the employee dishonesty, refused it,told him it's the principle that matters. Be careful ladles don't do service with Constantine Thanos.Good Service
by markscardino on 10/15/2019Constantine was very helpful. I will always come to Russel & Smith for service!Great service and honest, efficient employee
by Mark on 08/06/2019Constantine was efficient, honest and helpful. That's why I keeping bringing my vehicle to Russell & Smith. I hope we can continue this relationship for quite some time.Great customer service
by AbduvasB on 07/16/2019Went in to the service center was having battery issues I was helped by Parham Payrovi. Was help to get a new battery at a affordable price he went above and beyond in customer service to help me save money as well a great deal will… definitely return again.A++ Service!
by TG1075 on 04/08/2019Thank you, Darnell, for being an exceptional member of the R&S Honda Service Team. This is a late in coming; however, I wanted to send in this feedback for you. You helped me with my driver's side headlight (Honda Pilot) on 3/12/19. I… didn't have an appointment or anything. You were still ready (with a smile) to help me out. It didn't take you long to handle it either. You were very courteous to the client that was there in front of me (by asking her if she didn't mind if you took a quick look at my issue) before helping me. That is what I call great customer service. I would just like for you and your management team to know that I Appreciate what you did. Sincerely - TomekiaMaintenance
by Lynn on 03/18/2019Monday, March, 11th, 2019, my mom went in for maintenance of my vehicle. The sales associate Darnell Smith was accommodating and knowledgeable. Darnell gave exceptional customer service.Thank you Andy!
by Melinda on 12/04/2018Andy V. was fantastic in helping me with my car work. He explained everything he performed and what to expect in the future. He did not try to trick me or perform additional services without permission. Thank you Andy for making my… experience at Honda so smooth and trusting!David Ly
by Stella_Tran on 09/04/2018He was extremely kindhearted and helpful when it came to all the questions that my family and I had. I would 100% recommend him to other customers.Failed Inspection
by Sam on 07/27/2018updated 08/09/2018I took my Civic into Russell & Smith for an inspection and service in anticipation for a cross-country move two weeks later. Within 3 hours of my trip, my A/C quit working. Upon being serviced in my destination, I found that my A/C… compressor had died and my refrigerant levels were at half the amount required for the A/C system. I would have figured that the inspection done at the dealership would have at least addressed the low level of refrigerant in my system. However, after $362.00 in service fees stemming from my inspection, I am left to pay the fees in my new city to replace the compressor and refill the refrigerant.Service Customer satisfaction
by Jayjays on 07/07/2018Darnell Frank is Awesome! He always provides outstanding customer service and goes above and beyond to ensure customer satisfaction! He is a gentleman always pleasant and courteous! By far he is the best service advisor I have worked… with.Tire Change
by Teachersrule03 on 06/20/2018Darnell Frank was amazing! He offered great service and was very efficient. If you go to this location, please ask for Darnell!Thank you for leaving this review! Darnell is a valuable part of our team and we are glad you had a positive experience with him. Visit us again soon and have a great weekend!
Bad service
by Manash on 06/02/2018During the last service of my CR-V the coolant fluid was not refilled. I had a long drive and noticed it just in time while refueling that coolant can was empty. By noticing it on time, I avoide being stranded in the middle of the highway.… This is unacceptable to say the least from an authorized Honda dealer.We are very disappointed to hear that your experience working with our service department did not meet your expectations. We would like to speak with you directly to learn about your experience and ask that you please reach out to our Service Director, Alvin Blaker, at 713-663-4111.
Excellent Service by Eli McKee
by Hicham on 03/21/2018I usually do not write reviews or do surveys but felt compelled to do so this time by the excellent Service by Service Advisor Eli McKee. Thank youThank you very much! We appreciate you taking the time to review us, and we are very pleased that your experience was so fantastic. We are always happy to help in whatever ways we can, so please call us if you need us!
The Definition of Personal Service
by TimA. on 12/13/2017My daughter moved to Houston in June of last year after having leased a new Honda Civic from a local dealer near our home in Pennsylvania. I drove with her to Houston (1500+ miles in 3 days!) to help her get settled in before starting her… new teaching job. One of the first things we did in Houston was go introduce her to the folks at Russell & Smith so that she had some personal contact for future service needs, or in case she ever needed emergency assistance. Well, that day came on December 11th, when she had a blowout on her way to work and hit a curb, destroying her tire and damaging the rim. While she was able to get some help putting the spare tire on, she knew that the spare could only be used for a very limited time and was not recommended for highway speeds, so that meant getting the tire and wheel replaced right away. I called R&S Service to see what they could do and was connected to Matt Lawrence. Matt immediately understood the urgency of the situation and empathized with a concerned father 1500 miles away that needed to get his daughter's car back to a safe condition. Matt arranged for the repairs to be done that very evening and personally coordinated the whole process from the minute my daughter drove in until all the repairs (and even an oil change) were completed. He kept me informed all along the way and made sure everything was in proper order before she drove away. I cannot say enough about Matt's commitment to making sure my daughter's car (and my peace of mind) were fully restored before he left that night. His personal attention and genuine concern was sincere and so rarely seen these days that I had to make sure he was recognized for his exceptional effort. I made a point to contact the Manager of the Service Department to share this story and state my appreciation for all Matt did to help my daughter. Matt is the kind of employee any company would be fortunate to have, but I'm glad he is at R&S should we ever need him again!NEVER AGAIN
by Sofia on 07/29/2017I took my car for diagnostic service at 07:30 am on a Saturday. It was 2 1/2 hrs later when I asked the representative,Thomas, for any update. At 10:30 am, I finally received an update that my car's front wheel bearings needs to be… replaced. 3 hours for diagnosis only. I agreed to get it fixed with the alignment included. Thomas said that it will be done by 2 pm. I called at 3 pm and my car is still not done. He said that it'll be done by 4 pm. 4:30 pm passed and I still did not get a phone call about my car. I showed up in the service center and complained that my car has been in since 7:30 am. It's 8 hrs later and I still have not received a phone call. I did not received any apologies for the delay from any service team member not even from the service manager. I bought my car here in 2013. I've been a loyal customer for any of my car service since then. I've always had a problem with them not completing the service in the promised time. I always give them chances every time I bring my car for service. They've always failed me. There is no sense of urgency for any service whether for oil change or bearing change. Oil change takes 3-4 hours. I've never received any apologies for any delay. Customer service satisfaction is and has never been their priority. Today was the last and final time that I will step foot in that facility for any kind of my service for my car. They just lost a loyal customer.Car Battery
by Inez on 06/08/2017updated 06/20/2017I bought my vehicle three months ago and was very upset when my battery died a few days ago. I brought my car to the dealership and after some time, Oscar Duran was able to help get the battery replaced. Thank you for your help and good… customer service. i appreciate it!It should have been so simple!
by DKC on 05/08/2017I needed two new keys, because the plastic bodies were cracking (they're the type with the door clickers in the key body). Simple, right? The service writer quoted $275 (which is actually less than I expected), and said it would take an… hour, maybe an hour and ten minutes, because they were really busy. I waited an hour, and he came to me and said he would go find out the status. Fifteen minutes later, he asked if I wanted a #1 key and a #2 key, or two #1 keys. I wanted a #1 and a #2, but twenty minutes after that, he said they were out of #2 key blanks and asked if I wanted one #1 key or two #1 keys. I said two #1 keys. Fifteen minutes after that, he came back to me and said they only had one key blank in stock, and they would be starting very soon. I told him I was running out of time, and I needed to leave very soon. He responded that they were about to start. Fifteen minutes after that, I went back to him and said I needed to leave immediately. At that time, he told me my car was under recall for the air bag inflator, and the parts were in stock to take care of it. I reiterated that I had no time, and he asked me to sign a waiver that said he had offered to address the recall and I had refused. I did not sign the waiver, and I asked for my car so I could go. He disappeared into the shop. I went to the shop door (customers are generally not allowed in shop areas, so I stayed outside the door) and told him again that I needed to leave immediately. He said they were about to start programming the key and it would take a few minutes. I really had to go, and I yelled at the service writer and the technician to stop what they were doing and give me my car so I could leave. I yelled repeatedly, "I have to leave NOW!" and they finally pulled my car out of the shop, breaking my old (already cracked) key in the process. It should have been so simple. They should have checked the parts as soon as they go the car, and let me know how long it would take to get a #2 key blank from the distributor or from another location, and I could have chosen to wait, come back, or settle for a single #1 key and come back another day for the #2 key. Instead, I waited 2-1/2 hours and ended up with nothing.Stephen Gonzalez, Service Advisor
by bmella321 on 01/11/2017Consistent competent, courteous, and professional service. He is definitely an asset to your business.Thank you for your kind words about Stephen! We are lucky to have him on the team, and we're thrilled that you enjoyed working with him because of his great service. It was a pleasure working with you and we hope to see you again for all your future car needs!
About our dealership
At Russell & Smith Honda, we strive to provide outstanding service in all areas of our Honda dealership in Houston, from the showroom to the service center. We're confident we can help you find the new Honda of your dreams, and we'll be here for you throughout the life of your vehicle to ensure years of confident driving. Honda fans from the greater Houston area, including Pasadena, Sugar Land, Bellaire and Missouri Center.
What sets us apart
*Complimentary 1 year maintenance
*Complimentary Car Wash
*Complimentary Estimates
*Complimentary Shuttle
Amenities
- Instant Financing
- Complimentary Coffee
- Rental Car Service Onsite
- Collision Repair/Body Shop
- Express Service
Languages Spoken (7)
- English
- Panjabi
- French
- Urdu
Thank you for the 5-star review! We are pleased to hear that Andy was able to make sure you felt confident in the work that our team did for you. We appreciate you taking the time to provide us with the great feedback and look forward to seeing you in the future.
by russellsmithtx on 12/10/2018