Vandergriff Honda

I want to express my sincere gratitude to Burleson Honda (Yes, Burleson Honda) for their exceptional service. They not only correctly diagnosed and repaired my vehicle but also did so in a professional and courteous manner. Their detailed explanation of the necessary repairs was something Vandergriff repeatedly failed to do. Burleson Honda's competitive pricing was also far better than Vandergriff Honda's. I had a horrendous experience with Vandergriff Honda. They had my vehicle for over a month and couldn't correctly diagnose the issue. I also found their business practices unethical, as they manipulated documents to cover up their incompetence and rigged evidence for repairs. Vandergriff Honda employees provided conflicting statements at different times. The service advisor, Bryce Ramay, didn't take the initiative to call us for updates. We had to call him, but he was on vacation and "didn't have his notes" to help us. The service director, Ricardo Sandoval, seemed clueless about what was happening in the Service Department and contradicted Bryce Ramay. Ricardo Sandoval also stated that the "Honda Review and Approve" document is optional to provide to customers. The Fixed Operations Director, Drew Burk, lacked customer service skills. After filing complaints, Drew Burk called us and said, "You are no longer financially obligated with us. We refunded your money; go somewhere else." Also, Drew Burk only called us because he was singled out in an email to American Honda. Shaunee Snow, from the customer relations team, clearly lacks training and is not qualified to deal with customers. She failed to perform due diligence on the situation before contacting the customer. Her interaction added no value to the conversation or situation. I am a disabled veteran who served for over 20 years. I have never encountered an organization that demonstrates incompetence at every level. I find it hard to believe this dreadful experience with Vandergriff Honda. There must be a reason for the subpar behavior and performance of the Vandergriff Honda employees. After sending numerous emails and leaving voicemails, I finally spoke with the Managing Partner, Chris Snyder. During our first phone call, the call "dropped" seven times, only while we were talking, never while he was speaking. Chris Snyder admitted that his team had made mistakes and "fumbled the ball numerous times." He had the vehicle towed back to the dealership, promising to "make it right." However, he took no action to rectify the situation; instead, he contradicted his statements from our initial conversation. The culture of an organization starts from the top down. Dealing with Chris Snyder reinforced and clarified Vandergriff Honda employees' inadequate performance, unsatisfactory behavior, and unethical business practices. American Honda was of no help in this situation. They could not explain why our vehicle was not included in a recall. We've had six Hondas and always loyal to the Honda brand. Due to the numerous moves during my service, we have dealt with many Honda dealerships nationwide. Vandergriff Honda is by far the worst. This experience has considerably eroded our confidence in Honda. We are trading our Honda vehicle for a Toyota and will never purchase a Honda again. However, for those who do, I recommend going to Burleson Honda.