Honda West

First things first…. This review is specific towards my personal experience with Honda West’s Service Dept.only. The positive online reviews seem to center around customers satisfaction during their car purchasing experiences….. I’m guessing that a new service manager is in place because my last visit nearly 4 years ago was superior. Period. Back then I experienced some of the best customer service Honda prides itself with. Unfortunately I cannot say the same for todays visit. Service excellence has gone away completely in the service dept. I did not have an appt. So I got in that lane. You know, the lanes that say, “Appointments here” “No appointments here” (I happened to be the lucky only ONE car in this embarrassment of a lane. I say embarrassment because it singles you out, and you are treated exactly like you are a nobody. At least that’s my experience this morning). I waited , and waited, & waited for anyone to approach. After waiting 20 min. without any contact, (I didn’t need anything fancy, perhaps some eye contact with a quick, “Hello ma’am, (I see you), someone will be right with you” would have gone a long way with me. Perhaps avoiding my energy and time to write this negative review. After being passed up, and passed up again, cars with appointments “take priority” - (Michael Davis, service advisor) I had enough. Literally called Service manager who couldn’t address me because he was “in a meeting” -(Dave, appointment scheduler). Dave was lacking a smile over the phone, he had a depressing tone of voice, no “pep” and NO a HELP. He limited his role in the sense when he told me all he does is “appointment scheduler” and didn’t attempt to address my complaint and frustration, (or he just did not want to), I had to keep asking him questions about “who is next in command at the dealership when the service manager isn’t available ?” I get the , “Umm I don’t know” dull response with no initiative to try and at least just TRY to assist me with anyone else who has any pull. While standing outside my vehicle attempting to contact anybody who can at least tell me something, tell me one thing, maybe I got in the wrong lane? Maybe tell me the wait time? I just needed contact! I observed Michael Davis the service advisor finally taking notice of my presence. Why it had to take phone calls to dealership, me getting out of my vehicle standing next to it, I chalk it up to being at the wrong dealership and boy was that proven to me during my interaction with Michael. Please, by all means would somebody retrain Michael Davis with better customer service skills?! No smile, lack of any energy, dark personality, talks in sentences using discouraging tactics. Example, “In fact your oil change wait is going to be longer. Your looking at over 3 hours.” “See all those cars in line over there, yea there all here for service too.” “Appointments get priority” “We don’t have loaner cars” “If you already know what the issue is with your car then we can do the A-1 special, up to you” *Looks up at me like I’m wasting his time. “Your looking at a 3-4 hour average wait time” At this moment I’m completely mentally checked out. I have NO desire to give this dealership a single dime of my hard earned money. And I literally said to Michael, “You know, I made a mistake coming to this dealership for my service. Those guys over at Findlay Honda of Henderson have me so spoiled. They pride themselves on customer service and always take care of me and that’s why I keep returning to Honda because the reputation it has for their customer service. But it’s here at Honda West that sucks. It’s always this dealership that disappoints.” I drive off and pulled to the side in the car lot and went online to Findlay Honda of Henderson and literally booked my service appointment right then and there to be seen at exactly half an hour from there. Imagine that! An accommodating Honda dealership! Wow! What do you know?! Here I am ready to receive my car service quote from the wonderful and excellent customer service that Findlay Honda of Henderson is known for, (The service manager here, Johnathan is the best thing that’s happened to his dept. Because he runs things like a well oiled machine)! Oh yea and they are giving me a 20% discount on service I agreed to for a total of $900.00 (I needed new brakes and tires and oil/filter changes etc). I’m addition to this, these guys are hooking me up for a car rental since they need to keep my car for the few hours it will take to receive QUALITY mechanical repairs! • Lesson learned … avoid Honda West Sahara completely, never return to dealership because you never know what your gonna get/ a salty attitude from unhappy service technicians or a washed out customer service associate who doesn’t want to help customers and only wants to do his one job of scheduling appointments. Thanks “Dave” thanks “Michael.” Your managers at your dealership can now award you both golden stars for receiving todays one star rating.