Performance Honda - Service Center

Good buying experience, reasonable management I bought our 2016 Odyssey here, brand new in late 2015. The buying experience was pleasant and hasslefree. We came with a referral from my parents and I bought our 2016 Odyssey here, brand new in late 2015. The buying experience was pleasant and hasslefree. We came with a referral from my parents and had most of the price negotiation taken care of ahead of time. In July of 2017, at 28000 miles, I had to bring it back due to a brake vibration: warped rotors. The service department would only machine the rotors at the time, citing the warranty policy. This was not satisfactory, but I agreed. Unfortunately my prediction to Brian Flick came true: I had to return for the same issue. In April 2018, at 39000 miles, the rotors were warped once again. I brought our van back to Performance expecting that they would see that there is an issue with the rotors. Unfortunately they told me there wasn’t anything they could do because it was out of the warranty period at that point. In my opinion, any reasonable party would have seen the issue. After some discussion they did offer 50% off of brake service, taking a rotor replacement to $275 or a second round of machining to $100. That was still unacceptable; the rotors were defective and needed to be replaced. After leaving a review and further discussion with Mr. Lockwood, the GM of the dealership, they agreed to replace the rotors as a token of goodwill. I love most aspects of this van and will continue to purchase from Performance Honda. The work I did have done both in July 2017 & in April 2018 was done quickly and reasonable priced for a dealership. More

Incompetent & unprofessional service center I recently had my S2000 looked at for a keyless entry issue, some general mantainence, and some future quotes. My primary issue was getting the keyle I recently had my S2000 looked at for a keyless entry issue, some general mantainence, and some future quotes. My primary issue was getting the keyless entry fixed, as my remote was working, but not communicating with the car. I couldn't even unlock my door manually because the alarm would sound and I needed the keyfob to turn off the alarm. The service department had my car for a few days and I was told that the problem was actually in the factory alarm system itself. Although I found this curious and irrational, I agreed to have them remove the alarm under the condition that my keyless entry would work as normal. Brian told me it would likely need a new keyfob, and I said that was fine, just as long as it worked. I had him cut me an extra key too and told him to hold off on the extra keyfob though they were pretty pricey. I picked up the car to find that the alarm system was disabled and my keyless entry still wasn't working. No big deal, probably some mix up. I tried calling Brian the next day presuming I could drop it back off and get it fixed but I got no reply. I called again the next day and left a total of 2 messages. Still no reply. So I cancelled the $300.00 charge that was for removing my factory alarm system. I was initially awarded the claim, but then Honda fought back claiming everything was billed accurately and that I never tried to resolve the issue. I called Performance Honda's main line this time, and got transferred around to accounts receivable and finance and all other kinds of departments before asking to speak to the manager, a gentleman named Dan. I left two voicemails on his direct line and received no return call. I called the following day and demanded to talk to a human, not a voicemail, and I got a very nice gentlemen who was clearly in the middle of the situation. He had no idea of the situation and just explained to me that on my invoice it said (Rec) which apparently means recommended (not received) ...1 new keyfob. This baffled me...that was the PRIMARY reason I took the car there in the first place, to fix the keyfob or get me a new one. Imagine taking a flat tire to a place and they give your car back with a flat tire and say here you go! We recommend a new tire! The most frustrating part is the communication. There has been a mishap in understanding of what I expected to be done. I get that, it happens. But even this final time talking to helpful staff person, assured me that Brian would call me the next day. And of coarse, I have heard nothing. So I'm stuck paying the money for someone to disable my factory alarm, which was likely never the issue at all, and the keyfob still doesn't work. I'll go buy the new keyfob, reconnect the alarm system, and do the other 5-10k worth of future work somewhere else. You can keep the $300 I am now forced to pay, along with this review as reminders of how you might treat costumers in the future who just expect a simple returned phone call to explain a miscommunication or misunderstanding. It's shameful. If anyone from your team would like to call me and resolve this, I will make sure to extend the same courtesy you did me! More

Did NOT meet expectations I am a newer Honda owner and have only been to this location on 2 other occasions. I was not impressed with their customer service on those occasions I am a newer Honda owner and have only been to this location on 2 other occasions. I was not impressed with their customer service on those occasions, but was able to eventually get humane responses from those that checked me out. But today was a different story. I read another review that is seems like everyone here hates their job, and that is a completely accurate assessment of my experience. When I pulled into the garage, I got out and the gentleman at the desk, without even looking up at me, mumbled- "someone will help you in a few minutes." He eventually left, while I was left just standing there. Fast forward, and a woman working in an adjoining office yelled out "someone can help you over there." There were multiple people standing around, and when I asked who, she gave an annoyed response. Eventually a man named Cory helped us and he was very friendly. I told him of my frustrations. When my car was ready, he explained they had washed my car and that it was ready. I joked that maybe a free car wash would get me to come back. Unfortunately, it won't. When it was time to pay, he told me I needed to go inside and pay. There are several desks/computers around the garage, and there is no rhyme or reason to any of it. Because of my confusion as to where to go, he walked me to the cashier. She was so completely lacking in kindness, and very condescending in her responses. After paying, I walked out to my van only to find it completely surrounded by other vehicles. There were many technicians around, and NO ONE offered to help. So, I waited several minutes until one of the cars moved, and then managed a 15 point turn to back myself out. I will not be back- even superstar Cory cannot override everyone elses lack of any customer service skills. My son also heard the same "grouchy" man that originally ignored me give another customer a rude response to a kind simple question, and he asked me why that man was so rude. I previously owned a GMC, and always went to the location on Gilmore in Fairfield for service. They have a customer friendly in/out, an easy to find check out, and even the stressed out cashiers were friendly. And anytime my vehicle needed to be moved to allow me a quick departure, they were on it. You could learn a LOT from them. The work spaces were clean, and the staff was friendly, efficient, and customer oriented. More