I have been with royal honda for 10 years and until now have been happy. Their customer service is lacking especially the call center. It would be nice if someone actually answered the phone, but all you get is a phone answering system designed to avoid customers.
Last Wednesday I dropped of my vehicle to have the passenger side air bag replaced due to the recall. I was told that it would take no longer than a day to fix and because of that, I couldn't get a rental. That's fine, but they weren't able to even get to my car because they were too busy. Too busy to answer the phone, too busy to call me back! After leaving 3 detailed messages, at 5:45 I got a ride to pick up my vehicle , ready or not. After an apology and a promise that my car would be expedited through the "express service", I made another appointment. Like having to come back was somehow going to erase this unpleasant experience from my mind. They told me it would only take 30-35 mins. I said fine. What they didn't tell me was that there would be a line of cars going out onto vets blvd! There were about 13 cars ahead of me... so I left. I probably should have stayed, but I had no confidence that I would be out of there any time soon. I also wondered how many of the cars ahead of me were also "express customers ". Normally when I get poor service, I just go somewhere else. Prior to this experience, I would have only had good things to say about royal honda. All I can say now is...get it together!