Katy Honda

My concern with this transaction is much less about the fact that a used vehicle developed problems and much more about what Katy Honda knew or documented, what was disclosed to me, and how the dealership handled the matter afterward. I purchased a used 2018 Civic Si on July 17. Within hours, I discovered an oil leak and an inoperative driver-side low beam. I notified the dealership that evening and returned the vehicle the next morning. Multiple warning lights appeared while I was driving back. Katy Honda kept the vehicle for nearly two weeks. During that period, I repeatedly requested the actual diagnosis, repair order, original pre-sale inspection and final inspection. Those documents were not provided when the vehicle was returned to me. When the warning-light condition returned on August 8, I obtained an independent diagnosis from Gillman Honda. Gillman documented permanent DTC P0172 and found that the PCM had been modified, was missing certain diagnostic data, and had a serial number that did not match Honda’s data list. Replacement and reprogramming of the PCM was recommended. I then returned to Katy Honda. At that visit, I was finally provided the July 31 repair order I had repeatedly requested. It documented that Katy Honda had previously retrieved P0172, reset the DTC, and noted an “aftermarket performance intake, exhaust and possible tune.” It also documented the rear-main-seal oil leak that Katy Honda repaired. None of the modification/possible-tune information was disclosed to me at the time of sale. I later received communications from the prior owner indicating that the oil leak and recurring warning-light condition had been disclosed during the vehicle’s trade-in process. I have provided that information, along with the dealership repair records and Gillman diagnostic, through the formal complaint process. I have tried to resolve this directly through sales, service and management and remain willing to do so. However, I should not have had to make repeated trips, repeatedly ask for basic repair documentation, and obtain an independent Honda diagnosis before learning information that Katy Honda had already documented. That is why I cannot recommend this dealership based on my experience. I don’t expect a used car to be perfect. I do expect transparency, documentation and accountability.

My service advisor was great, Alejandro Soto, Katy Honda he delivered excellent customer service and kept me informed about my car.

I brought my vehicle to Katy Honda on Thursday because the air conditioner was intermittently blowing cold air and occasionally slightly cool air. At no point was it ever blowing hot air as though the heater was on. After your technicians diagnosed the issue, I decided not to proceed with the repair. When I got into my vehicle today, however, the air conditioner was blowing hot air as if the heater had been turned on—a problem that did not exist before my vehicle was serviced. I returned to Katy Honda to express my concern. Instead of listening to what I was trying to explain, your staff repeatedly focused on the diagnosis they had already given me. My concern was not about the diagnosis—it was that my vehicle was performing differently after your technicians worked on it. Before the service, my AC never blew hot air. After the service, it did. I wasn't asking for a free repair. After paying nearly $300 for an AC diagnostic, I simply expected someone to take my concern seriously and offer to inspect the vehicle to make sure something hadn't been inadvertently left disconnected or improperly reassembled, such as a cap, hose, or connector. That basic level of customer service was never offered. The complete lack of concern for my experience and the unwillingness to even consider that something may have changed during the inspection was extremely disappointing. Customer service is about listening to your customers, not dismissing their concerns. Because of this experience, Katy Honda has lost my confidence. I will not be returning for future service, nor will I consider purchasing another vehicle from your dealership. I expected much better treatment after being a paying customer, and unfortunately, my concerns were not taken seriously.

I brought my vehicle to Katy Honda on Thursday because the air conditioner was intermittently blowing cold air and occasionally slightly cool air. At no point was it ever blowing hot air as though the heater was on. After your technicians diagnosed the issue, I decided not to proceed with the repair. When I got into my vehicle today, however, the air conditioner was blowing hot air as if the heater had been turned on—a problem that did not exist before my vehicle was serviced. I returned to Katy Honda to express my concern. Instead of listening to what I was trying to explain, your staff repeatedly focused on the diagnosis they had already given me. My concern was not about the diagnosis—it was that my vehicle was performing differently after your technicians worked on it. Before the service, my AC never blew hot air. After the service, it did. I wasn't asking for a free repair. After paying nearly $300 for an AC diagnostic, I simply expected someone to take my concern seriously and offer to inspect the vehicle to make sure something hadn't been inadvertently left disconnected or improperly reassembled, such as a cap, hose, or connector. That basic level of customer service was never offered. The complete lack of concern for my experience and the unwillingness to even consider that something may have changed during the inspection was extremely disappointing. Customer service is about listening to your customers, not dismissing their concerns. Because of this experience, Katy Honda has lost my confidence. I will not be returning for future service, nor will I consider purchasing another vehicle from your dealership. I expected much better treatment after being a paying customer, and unfortunately, my concerns were not taken seriously.

We have a very bad experience when I got a flat tire. I pay extra money for the tires insurance plans when we purchased our vehicle, but Honda Katy do not replace a new tire and don't want to repair it, the service man told us go to discount tire to fix it. Finally, we got a patch tire for 3 hours waiting . We are very disappointed for the Honda service.

My experience with the parts department at Katy Honda was completely unacceptable, and the assistant parts manager made it even worse. I have never been treated with such disrespect by someone in a customer service position. From the moment I asked for assistance, I was met with a hostile, condescending, and dismissive attitude. Instead of trying to help, the assistant parts manager spoke to me in a way that was rude, unprofessional, and completely lacking in basic courtesy. It was obvious that customer service was the last thing on their mind. There is absolutely no excuse for treating paying customers with disrespect. A management position should set the standard for professionalism, not create a hostile environment that leaves customers feeling belittled and unwelcome. Because of this experience, I will not be returning to Katy Honda for parts or service, and I would strongly encourage others to consider whether they want to do business with a dealership that allows this type of behavior from its management team. I sincerely hope the dealership’s leadership addresses the culture in the parts department before more customers are driven away.

I’ve been leasing cars from Katy Honda for years, and the experience is consistently seamless and stress-free. Ben is a true professional who makes the entire process incredibly easy; he really takes the "dealership dread" out of the equation.

Owner of 4 Honda vehicles, 2 purchased at Honda Cars of Katy with oil changes for life that were part of the bargained for and agreed to purchase. Received the agreed to free oil changes for a period of time until suddenly I learned from my family that Honda Cars of Katy dealership stopped honoring the free oil changes stating they were new owners of the dealership. I have numerous service invoices for the free oil changes that were provided that clearly state lifetime oil package. For the second Honda vehicle purchased at Honda Cars of Katy I was also issued an official embossed "Oil Changes for Life" card bearing my name and the make, model and VIN of the vehicle. When I visited Honda Cars of Katy myself to discuss their refusal to honor the free oil changes I was told we are new owners and I was referred to one of the lifetime oil change rules on the back of the card that states "non transferable," which is listed as the third rule on the back of the lifetime oil changes card. Basic common sense is the only requirement to understand that the intention and application of the non transferable rule is that the entitlement to the free lifetime oil changes is not transferable to a new owner of the vehicle if the original owner sells the vehicle. Further, the non transferable rule would never preclude a new dealership owner from honoring existing agreements between customers and the previous dealership owner. It is also common, as well as prudent, that the potential buyer of an ongoing commercial business would conduct reasonable and appropriate due diligence to identify all existing obligations and liabilities of the business they are considering purchasing and bargain for the purchase accordingly with full knowledge that they are assuming existing obligations such as the free lifetime oil change agreements with customers. There is such a thing as good will and the good will of a business is commonly understood to have a tangible value. Purchasing the dealership and then refusing to honor lifetime oil changes is the opposite of good will and directly destroys good will. Importantly (and ironically), the first lifetime oil change rule stated on the back of the lifetime oil change card is that it is "NON-CANCELABLE." Basic common sense again would suggest that the intention and application of this rule is to prevent the dealership from cancelling the lifetime oil changes to the customer, rather than preventing the customer from voluntarily cancelling their entitlement to the lifetime oil changes that were bargained for and agreed to at the time of purchasing the vehicle. Even if a customer no longer wanted free lifetime oil changes, they would simply need to not go to the dealership for an oil change and there would be no need for the customer to formally "cancel" the lifetime oil changes. In sum, the new owners of Honda Cars of Katy chose a course of bad faith and bad will to refuse to honor existing lifetime oil change agreements with customers and when confronted face to face by a customer on the issue they stated we are new owners and relied on the "non transferable" lifetime oil change card rule to justify their bad faith position while conveniently ignoring and avoiding the "NON-CANCELABLE" rule. Various terms to describe the conduct of the new owners of Honda Cars of Katy, apparently operating as Katy Honda, include fraudulent, deceptive, dishonest, scandalous, morally corrupt, despicable and pathetic. I have no complaints about Honda vehicles, but I would recommend avoiding the Honda Katy dealership in all matters whatsoever. For a new dealership owner that will operate so poorly and dishonestly on an issue like refusing to honor lifetime oil changes to customers who purchased vehicles at that dealership, it is likely that there is a culture of dishonestly and intentional bad faith that permeates from the top down and that likely has no limits or boundaries.

My son recently purchased his first vehicle from this dealership, a 2022 Audi A3, and unfortunately the experience was extremely disappointing. The salesman, Cameron, took advantage of a young first-time buyer who trusted the information he was given. Cameron assured my son that the manufacturer warranty would cover the visible scratches and dents on the vehicle, which we later learned is simply not true. The car clearly has multiple cosmetic defects, including sloppy paint touch-ups attempting to hide damage. In addition, the vehicle was delivered with the cheapest Yokohama Avid tires rather than the proper tires expected for this model. The engine bay was extremely dirty, and the brakes already appear to need replacement. These are issues that should have been addressed before selling the car. It is very disappointing to see a young buyer’s excitement about his first car taken advantage of just to meet a sales quota. I would strongly encourage future buyers to inspect vehicles very carefully and verify everything independently before trusting what they are told here.

I was having troble connedting my I phone to carplay. When it comes to these things I am technically challenged. I went to the dealership and Michael Haynes was such a help and got this grandmother connected up and was so polite and professional. He is a great example of true customer care and service.