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Honda of Escondido, a Penske Automotive Dealership, contradicted statements by Honda in a recall notice and its own appointment representative as well... as offered subpar customer service by representative Jose Martinez on Oct 16. By way of background, Honda first sent word of a recall and said service would be provided once parts were available. In turn, months later, another letter arrived to state parts were available and the recall could be completed. The second letter said that the repair takes 30 minutes but the dealer may take longer. Knowing that, I asked the appointment person if it could done in an hour and he confirmed this. However, Jose stated it would take two hours (for a 30-minute process) for a scheduled appointment, no less. Also, Honda gave every impression that this would be a one-stop visit for a complete recall replacement or inspection to certify safety otherwise. However, Jose said if parts were needed, they would have to ordered. Thus, this would require two customer visits. No where is this stated in the Honda correspondence. Nor did the appointment person suggest this. I read Jose the portion of the letter about the 30-minute estimate, and he only demanded two hours. He do so without apology as he failed to offer throughout the futile transaction. Jose, did said, “Sir, you know this is a recall.'' Duh, I made the appointment and brought the documentation with me. So what's his point? That recalls don't require good customer service? When it was suggested that based on this example of a Penske operation, I wouldn't be returning, Jose said this was a Honda problem as if all Honda dealerships offer service this bad. After I asked to speak with the service manager or a supervisor, Jose said there was none available on a Saturday, so according to him, no one was running the operation even though the business was open. During the appointment process, it was mentioned that the dealer practices pandemic safety precautions. However, after Jose was asked to have his face mask cover his nose, it still slipped repeatedly despite further requests to comply. Again, no apologies on his part. Given that the misrepresentations by Honda of Escondido and Jose more specifically, the conversation became heated. Jose apparently didn't recognize building customer dissatisfaction and had no training to defuse it, instead staying with a rigid, superior attitude even in the face of proven lies. To top it all off, this recall pertained to a 20-year-old vehicle that Honda just recently noticed was possibly deflective. So, for 19 years, danger existed. Recently, I visited a Ford dealership and received five-star service, so I spread the word through Google reviews and manufacturer follow-up. This was the opposite.
Hello, I am sorry to hear about your disappointment with your recent experience. Providing excellent customer service is our main goal and I would app...reciate the opportunity to discuss this further with you. Please email me at email@example.com. Thank you! -Gabriel Lopez, Service Manager, firstname.lastname@example.org
I don't know where to begin. Starting changing the oil on my 2016 crv which was last changed by Honda. Couldn't get the filter off by hand. Bought a tool.... That didn't work. Called Honda and was told this is normal. This is not normal unless you're normally over tightening the filter. Dumped new oil in and took the car back to Honda. Zero remorse by the dealership. Charged $70 for the oil change. I wasted $25 in the oil I changed earlier this morning. Get the car back after the $70 oil change and it's not washed. Also, while waiting two hours to have the filter swapped I tried to inquire about buying a new Honda Accord. Dealership isn't interested in dealer swapping to get the vehicle I want in stock. Didn't even offer to try. After a poor experience at the service department and sales department, I'm honestly not sure how this place is afloat. Won't be coming back. (unless, again the filter is on too tight. I asked them to make sure to not overtighten the filter this time but I'm not holding my breath ) Uodate 5 days later:. I went under the vehicle today after changing the oil on another Honda I own and sure enough, can't get the oil filter lose. Honda of Escondido, you're terrible. The oil filter has a RUBBER gasket. It doesn't need to be tightened like it's going to fall off. But you know this. This is a scam to force customers to continually return for obscenely priced oil changes. $70? Really?
Mike, We strive to meet the specific needs of each guest and would never do anything to intentionally inconvenience them. I regret to learn that your... experience with our Service Department regarding your oil filter did not meet your expectations. Please reach out to me when you have a moment so that we may address your concerns. Best regards, Gabriel Lopez Service Manager email@example.com
Tony is a great service advisor who understands the customer’s concerns. He tries to find best cost vs long term benefit for the vehicle and the owner.
Hi Rey! Thank you so much for taking the time to review us! We are so happy to hear that Tony provided you with such great customer service at our d...ealership. We always try to keep the customer's best interest in mind. Tony definitely followed through. We look forward to working with you again in the near future.
What a wonderful car buying experience! I had the best salesmen, Alberto and Steve! They made the process seamless and not in the least stressful!. I... highly recommend this dealership if you're buying a new car!
Thank you for the recommendation! It's great to know that you received five-star treatment from Alberto and Steve. We were happy to help you, and we h...ope to serve you again in the future.
Just read the fine print. No I do not want the optional $900 alarm system and I would have been fine with a lower tier warranty.
Hi, We take your feedback seriously and would appreciate the opportunity to learn more about your experience with getting service performed on your c...ar. Could you please send me your preferred contact information directly to firstname.lastname@example.org? Thank you, Hilary Owen Management Team Honda of Escondido
love!!! he car very much Frank was amazing see him every time got love the experience
David was the best! Super clear instructions on sale and delivery of new Honda!
Excellent experience!! Great service!!!!!!!!!!!!!!!
Ricky my man. Always coming back to him. Excited to get a new car from Honda. Smooth easy sale.
my experience was amazing Frank helped out a lot ..