"Horrible New Car Purchase Experience"
Unfortunately, my wife and I recently purchased a new car from West Hills Honda. It was a horrible purchase experience that took all of the fun out of buying a new car. They presented to us a new car that had what they referred to as "severe water spots". The windshield had adhesive residue from stickers and there were a couple of scratches on the paint. The salesperson agreed it was unacceptable and sent it back to the detailer. It came back looking about the same. Of course, they promised to take care of it if we would bring it back on another day for an appointment with a better detailer. We came back 4 days later and after about 4 hours, it came back but still not looking anything like a new car. They, of course, promised to make it right, but said we would need to leave it with them and we would need to take one of their loaner cars. Long story short, after about 10 days of one unfulfilled promise after another and an additional 2 trips to the dealership, they presented the car in acceptable condition. Promises, promises, promises from the salesperson, internet manager, new car manager, service manager and even the dealership manager. From top to bottom, not one individual, who was involved and had knowledge of our situation, took ownership of the problem, made necessary corrections and followed through with a sincere apology on behalf of West Hills Honda. And yes, we have contacted West Hills Honda manager Rob Colon. We contacted him via email on Sept. 8th and Rob said in an email to us on Sept. 9 that he was out of the office until Sept. 19th but would "reach out" to us then. We are tired of waiting. Just another unfulfilled promise.
As an update, the General Manager of West Hills Honda made contact with us following the placement of our review. He agreed that the dealership fell short in the area of customer service with our purchase experience. The General Manager has apologized for the situation.
I purchased a car here because my family has bought about 10 cars here and always had a good experience. This time was different however. Although we had a good experience with the salesman everything else was horrible. They told me my car would be ready for me to pick up on Tuesday morning, it wasn't. Then they said it would be ready Tuesday evening and I drove out there to get it to find out it still was not ready but they would have it done Wednesday morning. I had already driven to west hills Honda 3 times at this point which is an hour each way. Wednesday morning I call and they say it won't be ready until the afternoon (I live out of state and had to drive a long distance to get home and had already extended my trip b/c the car was not ready). They weren't apologetic and did not seem to care that they lost the business of 4 car owners who had exclusively bought from them for the last 20 years!
This dealership focuses on overall customer service. Aaron Citizen is a shining example of that focus. I posted a review about 6 months ago. I again needed help with my car...Aaron provided the same great customer service as he provided the first time demonstrating this type of attention is continuous. This guy is the real deal; thoughtful, customer oriented, helpful, kind....I am a devoted West Hills Honda customer from here on...