Excellent Customer Service
November 5, 2018
I received a Safety Recall letter from Honda in July 2016 regarding the replacement of the passenger airbag inflator and called on July 27 to have the parts ordered. I was told that it would take 1 to 4 weeks for the parts to arrive, so called again on August 24 to check on the status and was told they hadn't come in yet and that Brandon Honda would call when they did. I called again this past Monday, September 19 for an update and spoke with Venus Sanchez, who apologized for the delay and then checked and said the parts had arrived and scheduled an appointment for yesterday, September 21. She also advised that it would take 2-3 hours, so I brought my car in at 10:00 am. I then called again around 2:00 pm and tried to reach my service advisor Bob Hovorka, who was on the phone with another customer, so Venus said she would check with him and get back to me, which she did around 2:30 pm. I was very impressed with her excellent customer service skills and thanked her in person when I checked out. I also met with Bob, who has been my service advisor in previous visits, before leaving for a review of the work that had been done. He has always been courteous and attentive, and was again yesterday. When I left and was just 15 minutes down the road, my air conditioner began blowing warm and then hot air, so I shut it off and tried adjusting the temperature, which was at the lowest possible setting when I left the lot, but it still was not working properly, so I turned around and called Bob to let him know what was happening and that I was coming back. But while driving back and speaking to Bob, the A/C began working again so he said to monitor it and let him know by email if it continued to do so today, even though it was his day off. So far, so good on the A/C, and again I appreciated him wanting to be advised.