I have been a customer at Route 23 Honda for over seven years; having purchased three of my four Hondas and serviced all of them exclusively at this dealership. The customer service I have experienced at this dealership during the past couple of months and especially today have been the worst I have ever experienced at any car dealership or service center. This morning when I dropped off my CR-V for a routine B1 service, the service advisor was unable to provide an estimate of when it would be done. Someone called me around 9:45am to upsell me on additional services I specifically declined when I dropped off the car. During this same conversation the advisor told me that they would call me when the vehicle was ready for pickup.
Not having heard from the dealership by 3pm, I called and they gave me an attitude and said "you were called at 9:45am and told your car was ready. If you didn't understand..." During the call at 9:45am, I was explicitly told that they were still working on my vehicle. At the service counter there was only one other customer waiting and one customer being helped. With three service advisors available, it was not a busy time. Additionally, there were many folks inside the dealership standing around with their hands in their pockets.
Over the past seven years, I have been quite pleased with the service and sales departments at Route 23 Honda. Unfortunately, since they were acquired by new management Route 23 Honda lost the my trust they earned over the past seven years.