First, I received the following email on 07/23/2016. . . .
Thank you for choosing West Broad Honda! Our service team strives to provide a truly exceptional customer experience. We hope that you can take a few moments and answer the following question:
Was Your Service Experience Truly Exceptional?
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If, for any reason, you did not have a truly exceptional experience, please click the 'No' button above to submit your feedback. We want to ensure any experience you have with West Broad Honda goes above and beyond your expectations.
West Broad Honda
Well, I clicked on the "NO" button and got this message:
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When I clicked the "YES" button, this page opened up. Regardless, please share this response with Ms. Ann Dale, Service Manager at West Broad Honda. Please also let her know that the "NO" button didn't work.
I currently own a 2014 Honda Accord LX. For some time now, I have noticed a noise at the rear of the car. The faster I drove the car the louder the noise. I suspected the noise was coming from a bad wheel bearing. My suspicion was correct, but this is not why I am upset.
I made an appointment for 7:30 on Friday morning, July 22, 2016. I arrived at West Broad Honda at 6:30 that morning with hopes of being first in line. I spoke to several employees (I can point them out) when I arrived, because they were moving cars that had been left overnight. Once they moved them, I pulled up to the closed garage door and was first in line.
I waited for one hour for the service team members to open the garage door. Once it opened, I was instructed to drive through the service department and park the car on the outside of the other garage door (the exit door.) I parked and got out of my car and immediately walked up to the service writer "Danny C." I do not know his last name.
As soon as I arrived at his desk, I said "Good Morning." Without hesitation, he immediately told me that I could not cut in line. I asked him what he was talking about. Then he immediately told me that I needed to drive my car around the dealership and get in back of the line. I told him that I arrived at 6:30 a.m. and didn't cut in line. Then, he said, well I must not have seen you when you drove through the service department. Next, he walked to my car to check the mileage and didn't offer an apology. I think he realized that he had just made a big mistake.
I was very upset and felt embarrassed, but kept my cool. "Danny C." had a lot of nerve to accuse me of cutting in line and I didn't appreciate it at all. He also seemed to have an attitude. He wasn't friendly at all and acted like he was doing me a favor.
I have always had a nice experience at the West Broad Honda service department. The service writer who checked me out, Russell C. Morris, IV, was very kind and professional. I was very impressed with his customer service skills.
I am very surprised that an employee of West Broad Honda would accuse anyone of cutting in line. That should not have happened. I hope that you will be able to get to the bottom of why I was falsely accused. Remember, "Danny C" immediately lit into me and accused me of cutting in line. I don't know what led him to reach that ridiculous conclusion.
This bad experience honestly doesn't sour my positive opinion of the service department and its employees at West Broad Honda. I assure you, they will continue to get my business.
Thank you for allowing me to share this experience with you. If you would like to call me, my work number is (804) 916-XXXX. My cell is (804) 402-XXXX.
Keep up the good work!
Robert L. Walker
Invoice Number: 816111
P.S. BTW, the left rear wheel bearing was bad and it was replaced to my satisfaction. And, no more noise. Great job!
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