Russell & Smith Honda

I 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.