I have been a loyal Bay Ridge Honda service customer - Truth Teller
I have been a loyal Bay Ridge Honda service customer since 2017. Service has been on a decline; however, after this last experience, I will never return.
What should have been a routine warranty tire replacement turned into one of the worst dealership service experiences I've ever had.
I drove from New Jersey to Bay Ridge Honda because I trusted this dealership and had purchased a Honda tire warranty. After checking in, I waited approximately 45 minutes before being told the replacement tire wasn't in stock. While inventory shortages happen, everything that followed was entirely avoidable.
My service advisor told me he would:
* Obtain warranty authorization that Friday.
* Call me Friday with an update.
* Call me Monday regarding the repair.
None of those calls ever happened.
From Friday afternoon until Monday afternoon—I received ZERO proactive communication. No update on the tire, the warranty, the repair status, or when my vehicle would be ready.
On Monday, I had to call the dealership 5separate times just to get an update. It wasn't until I requested to speak with a manager that I finally received a callback from Jay Polanco informing me my vehicle was ready.
When I arrived to pick it up, it WAS NOT actually ready.
My husband and I then waited another two hours while the dealership processed the warranty paperwork. I was now told they couldn't process the warranty until the repair was complete. If that's their process, why call customers to pick up their vehicles before the paperwork is finished?
Throughout the experience, there was virtually no ownership, urgency, or empathy. No transportation assistance was offered after learning they didn't have the tire. No apology was ever given for the missed calls, the unnecessary delays, or the complete lack of communication.
To make matters worse, I had to repeatedly request basic service documentation, and I never received the customary multi-point inspection report for my visit.
I escalated the matter to American Honda and provided call logs, text messages, invoices, and receipts documenting everything that occurred.
This review isn't about an inventory shortage. Those happen.
It's about broken promises, poor communication, lack of accountability, and a customer service culture that left a long-time customer feeling like an inconvenience rather than someone whose business was valued.
After nearly a decade of bringing my vehicle here, this experience permanently ended that relationship.
If you're looking for a dealership that communicates proactively, respects your time, and takes ownership when things go wrong, I would strongly encourage you to look elsewhere.
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