New Century Honda

I was in contact with the salesperson this morning. While at lunch, I made arrangements to see the vehicle around 1:30-2pm. I arrived at the dealership at 1:35pm and was informed that the vehicle still had to be picked up from the service lot. I waited around for about half an hour, only to be told that the vehicle was locked at the service lot and could not be brought over. No apologies, just a matter-of-fact statement. I am glad to take my business elsewhere.

I don't want to waste any more of my time thinking about this place, so here is my brief public service announcement: Spent all morning on phone negotiating and confirming the details on a vehicle (needless to say, they mark the vehicle up several thousand $$ with non-optional add-ons). Crossed all t's and dotted all i's before making the drive from the Westside. I tell my sales associate I am on the way. I'm paying cash, btw. 30 minutes out he calls me. -Where are you? -30 minutes out. -Great, see you soon. 28 minutes later he calls again. -I'm right around the corner, I'll see you in 2 minutes. -Sorry, the car just got sold. I walk in and the guy proceeds to spin a web of BS right to my face. Tells me I can wait to talk to his manager, who is currently on the phone...except I can see him on the other side of the glass and he is literally just sitting, staring into space. The whole thing felt like some sort of surreal fever dream. It's funny *now*...not so much in the moment. Best case scenario, complete incompetence. More realistically, dishonesty. Not mad, just doing my civic duty here.

My Internet Manager Drew was very knowledgeable, friendly, and prompt! He walked through the specs and features with me thoroughly, and delivered a beautiful Civic Sport to me! Super happy with my car purchase!

Honda Century Glendale best seller Great place to buy the car best i got a lot of cars from Honda Century Glendale .

Great experience with the sales rep. Quick in & out. Easy buying, no hassles. Good service overall.

🛑❌🚫STAY AWAY ❗️❗️❗️ A bunch of CROOKS n SCAM ARTIST from Sales rep , floor manager, to Finance Manager!!!! Service Manager (Rep) The Same thing 🚫❌🛑 DO YOURSELF A FAVOR !!! GO SOMEWHERE ELSE ❗️❗️❗️

I recently purchased a 2022 Honda Civic Sport Hatchback. When I first spoke to the dealership they told me they didn't have any in stock but one would be delivered "tomorrow". After a couple days of texting back and forth with my salesman we finally reached a deal.. but the car wasn't there. They had me come in and sign paperwork on the car anyways and told me it would be there "tomorrow". For several days after signing the paperwork I never heard anything from the dealership until I reached out to the salesman and then I kept being told it would be "tomorrow". One day the salesman told me it would be "should be tomorrow, I'll be able to get more information tomorrow". Tomorrow came and I didn't hear anything, so I went all the way to the dealership and the car wasn't there. Complete waste of my time and a complete failure of communication on the dealership's part, which the salesman said he would compensate me for (which he never did). After a week they finally got "the" car. The salesman drove it to my house... Only to find out it wasn't the car. It was a different car. It was the exact same car/color/features, but the car itself was different (Window sticker said it was from Honda of Long Beach). The dealership/salesman never told me anything about this ahead of time; it was a "well, it's here, deal with it" type of scenario. The salesman had me resign all the paperwork, but the price on the new paperwork wasn't the price we agreed upon (it was $0.20 more per month). He left the car and Fedexed me the paperwork that was the right price.... If the car is there on the lot you should be fine. They were great to work with, had great pricing on their cars (minus the required add-on accessories), and gave me a great deal for my trade-in. But if the car isn't there... be prepared to have a lot of your time wasted, don't count on the timeline they say the car will be there, and don't count on a lot of communication from them.

I was there monday November 22nd. Got a oil change.... Right after a got my car i hear a noise coming from my so I stop. To see what it was. Didn't see anything. I kept driving Didn't hear the noise. Them i pull over to my driveway hear something but didn't really think i was coming from my car. To make the story short. I drove to the store them i hear the noise. Them again and again. Wait it's coming from my car. Every time i was driving thru the speed bumps its was making the noise. This time I really checked my car they forgot to set back and lock my engine cover when they did the oil change. I took it there because they had a oil change special. For $39.99. I always go to Keyes Honda never had any problems or issues. So I did take it to keyes honda to fix my under the engine cover that New Century Honda left in my car. THANKS TO KEYES HONDA PROBLEM FIX AND THEY DIDN'T CHARGE ME FOR FIXING THE ISSUE...

Tuesday, November 2, 2021 10:05am Dropped off my car at New Century Honda with service advisor Christopher Jimenez who says he will call me to inform me of the status of my car. 10:26am Received a text from Century Honda (#833 374-0250) stating it is Chris and if I needed anything to text him at that number. 10:27am Texted back and requested to change my address to the new one and the new email address provided. Requested confirmation of receipt No text back. 2: 30pm - Called the front desk and a female transfered me to Chris's voicemail. 2:53pm - Sent a text to New Century Honda #833 374-0250 requesting the status of my car. No response. 4:22pm - Went on the Website and had a live chat with Kristof to obtain the status of my car. Kristoff obtained info about me and my car and said he will have someone call me. 4:29pm - Called again and finally reached Albert who gave me an update of my car. I conveyed to have everything done (the purpose was because I was going on a road trip and reasonably wanted my car to be safe). Albert said a call was made to me at 1:27pm of which I have no log of incoming calls from Century Honda at that time on my cell. Albert was the only person that I interacted with who provided excellent customer service by answering all my questions. Additionally. I thought the service department closed at 9pm until Albert mentioned it closes at 6pm. 5:07pm - Finally Received a call from Christopher Jimenez and he apologized and said he called at 2:57pm. (I have no log of incoming calls from Century Honda at that time). Chris said he also did not receive the texts. He said he will take care of everything in my car. 5:31pm - Spoke with Chris in person about what happened today with the lack of communication and asked what was the problem. He said he had no idea but apologized. I was irritated and felt dismissed. 5:41pm - Paid and went to my car and on a hunch, opened my hood and checked my battery and they did not fix the corrosion on my battery. (see attached picture) Went back and discussed it with Chris, he did not know. Spoke with Max Perin and had to explain everything all over again. (The young man did not have the courtesy to even look me in the eye as I was explaining myself) I expressed how upset I was over the operations of this facility in a monotone, low voice. I had been a customer of GOUDY HONDA in Alhambra for 12 years and their operations from my view as a customer were smooth and excellent. Max said to come back and he would give me a free battery terminal service and initialled my paper with his employee number. But he did not address the operations, and due to his mannerism and lack of eye contact, did not seem to care about the problem or how disturbed I was by the entire interaction with New Century Honda. PROBLEMS 1) Two Bad Interactions with New Century Honda - I came to New Century Honda in 2013. The first time, after service I noticed someone took $20 from my glove compartment. 13 years later, in 2021, again as a customer, I was treated with disrespect by receiving no communication to the status of my car, no justification as to the problem of the lack of cummunication and no customer courtesy and felt disregarded in an all male dominated establishment. 2) Time is a Valuable Commodity for Customers - I am a busy woman and do not have the time to come back again to have everything fixed when I scheduled this the first time. Good, smooth, efficient service is what should be provided to customers who pay money for your service. 3) The operations and process of New Century Honda was disorderly and lacked good customer service interactions. In an all male environment, as a female customer, it was clear the male service advisors lacked the passion and appreciation of being employed in harsh economic times, and said they did not know what happened to the lack of communication, did not really address the problem and also did not have the decency to call me back or even look me in the eye when speaking to me. It was obvious, they had no customer service training. 4) Poor software systems in their operations. Chris said he did not receive the texts I sent and said he did not know why I did not receive the call he made when my cell phone had no visual logs of incoming calls from New Century Honda at the time Chris and Albert stated. Even the online live internet chat said they would convey the concern but did not know the problem. RECOMMENDATIONS Increased ongoing customer service training (especially to the Service Providers), management and people skills training (particularly to supervisorial and management level staff) Review Operations and procedures for better customer care Review internal software to communicate with customers for better efficiency

Tuesday, November 2, 2021 10:05am Dropped off my car at New Century Honda with service advisor Christopher Jimenez who says he will call me to inform me of the status of my car. 10:26am Received a text from Century Honda (#833 374-0250) stating it is Chris and if I needed anything to text him at that number. 10:27am Texted back and requested to change my address to the new one and the new email address provided. Requested confirmation of receipt No text back. 2: 30pm - Called the front desk and a female transferred me to Chris's voicemail. 2:53pm - Sent a text to New Century Honda #833 374-0250 requesting the status of my car. No response. 4:22pm - Went on the Website and had a live chat with Kristof to obtain the status of my car. Kristoff obtained info about me and my car and said he will have someone call me. 4:29pm - Called again and finally reached Albert who gave me an update of my car. I conveyed to have everything done (the purpose was because I was going on a road trip and reasonably wanted my car to be safe). Albert said a call was made to me at 1:27pm of which I have no log of incoming calls from Century Honda at that time on my cell. Albert was the only person that I interacted with who provided excellent customer service by answering all my questions. Additionally. I thought the service department closed at 9pm until Albert mentioned it closes at 6pm. 5:07pm - Finally Received a call from Christopher Jimenez and he apologized and said he called at 2:57pm. (I have no log of incoming calls from Century Honda at that time). Chris said he also did not receive the texts. He said he will take care of everything in my car. 5:31pm - Spoke with Chris in person about what happened today with the lack of communication and asked what was the problem. He said he had no idea but apologized. I was irritated and felt dismissed. 5:41pm - Paid and went to my car and on a hunch, opened my hood and checked my battery and they did not fix the corrosion on my battery. (see attached picture) Went back and discussed it with Chris, he did not know. Spoke with Max Perin and had to explain everything all over again. (The young man did not have the courtesy to even look me in the eye as I was explaining myself) I expressed how upset I was over the operations of this facility in a monotone, low voice. I had been a customer of GOUDY HONDA in Alhambra for 12 years and their operations from my view as a customer were smooth and excellent. Max said to come back and he would give me a free battery terminal service and initialed my paper with his employee number. But he did not address the operations, and due to his mannerism and lack of eye contact, did not seem to care about the problem or how disturbed I was by the entire interaction with New Century Honda. PROBLEMS 1) Two Bad Interactions with New Century Honda - I came to New Century Honda in 2013. The first time, after service I noticed someone took $20 from my glove compartment. 13 years later, in 2021, again as a customer, I was treated with disrespect by receiving no communication to the status of my car, no justification as to the problem of the lack of communication and no customer courtesy and felt disregarded in an all male dominated establishment. 2) Time is a Valuable Commodity for Customers - I am a busy woman and do not have the time to come back again to have everything fixed when I scheduled this the first time. Good, smooth, efficient service is what should be provided to customers who pay money for your service. 3) The operations and process of New Century Honda was disorderly and lacked good customer service interactions. In an all male environment, as a female customer, it was clear the male service advisors lacked the passion and appreciation of being employed in harsh economic times, and said they did not know what happened to the lack of communication, did not really address the problem and also did not have the decency to call me back or even look me in the eye when speaking to me. It was obvious, they had no customer service training. 4) Poor software systems in their operations. Chris said he did not receive the texts I sent and said he did not know why I did not receive the call he made when my cell phone had no visual logs of incoming calls from New Century Honda at the time Chris and Albert stated. Even the online live internet chat said they would convey the concern but did not know the problem. RECOMMENDATIONS Increased ongoing customer service training (especially to the Service Providers), management and people skills training (particularly to supervisorial and management level staff) Review Operations and procedures for better customer care Review internal software to communicate with customers for better efficiency