Showcase Honda

Thank you service department for taking care of my vehicle. You are so good at it. vehicle. You are so good at it. More

Thanks for the good and courteous effort to review and resolve the issue with my car. resolve the issue with my car. More

I was treated horribly. The first of three representatives wanted me to leave because my service was a waste of his time. The first of three representatives wanted me to leave because my service was a waste of his time. More

The dealer ship was very helpful and put me into the car that i wanted that i wanted More

He was great, he understood what I wanted and needed and helped me out as much as he could. He was amazing. Loved my experience. helped me out as much as he could. He was amazing. Loved my experience. More

The staff was absolutely amazing! Made the whole process easy and fast. I love this dealership Made the whole process easy and fast. I love this dealership More

My 2 Star Review is 100% based on my experience that I had with Sean Hoopes, Service Director @ Showcase Honda. Sean could use some training around customer experience management and empathy. Imagine I ma had with Sean Hoopes, Service Director @ Showcase Honda. Sean could use some training around customer experience management and empathy. Imagine I make an appointment on the website and I drive about 30 minutes, wait about an hour only to be told that they can't get me in. Kevin, the Service Advisor was working hard to do what he could to get me in and I do believe he tried his best with no avail. When Kevin told me that he couldn't get me in (even though I was able to successfully schedule an appointment on the website), I asked to speak with a manager. This is where Sean Hoopes comes over and proceeds to completely fail on customer experience and empathy. I explain to Sean that I made an appointment on the website for 3pm, that I am a very loyal customer (drive 30 minutes to get to Showcase based on loyalty) and that in between my scheduled 3pm appointment time and the 6pm close time that I was at least hoping to have the vehicle diagnosed. At the time that I was having the conversation with Sean it was around 4:30 - so we still had more time before closing time. Rather than Sean attempt to listen to understand, to listen to understand the customer situation, to have empathy and appreciation for the customer, Sean goes into corporate square manager mode and tells me that they can't get me in, that they need more time to diagnose. I proceeded to remind Sean that I am a very loyal customer and that I drove about 30 minutes to get there and then ask again if they could at least diagnose the vehicle - his corporate square manager lack of empathy response was "no, sorry". I then respond with ok, I guess loyalty doesn't mean anything I will take my business elsewhere. He then responds in his corporate square manager lack of empathy response: "If we have been making you happy for this long, I trust that one minor mishap will not ruin the relationship" . This response didn't provide any comfort, if anything it made me more disappointed. I then drive away and go to another big Honda Dealership the next day. At this dealership - they were able to diagnose my vehicle in 2 hours and because they did not have the part on hand they gave me a loaner vehicle free of charge while they take their time to fix my vehicle. This experience that I had with the 2nd Dealership is exactly what Sean should have done. Sean could have (if he was leading with a customer first approach and empathy) told me the customer - we appreciate your business and because we value your business and because we are not able to get you in today, we will keep your vehicle and provide you with a free loaner vehicle while your car is being fixed. Recommendation to senior leadership for Sean: make sure that managers and directors are always leading with a customer first and empathy approach. Think about how the customer feels and based on how the customer feels determine the best course of action. If you are the customer does this best course of action feel good? If the honest answer is hey if I was the customer and the dealership told me X, and X is not doing everything I can for a fantastic customer experience and or if I am the customer and I am being told X then maybe we need to change course. Showcase Honda: you lost my business forever! Please make sure to get Sean Hoopes, and any/all managers and directors training so that it is all about customer first and customer empathy! More

Took a little long. We were there 3 hours waiting for an oil change and 4 new tires. But everyone was nice We were there 3 hours waiting for an oil change and 4 new tires. But everyone was nice More