Johnny Torrez

Spreen Honda Loma Linda responded

Providing a positive experience is our top priority, and we're sorry that we failed here. We'd love the opportunity to discuss your visit in greater detail and clear up any issues we can. If it's possible to talk about your experience one-on-one, please reach out to us at service@spreen.net to let us know the best way to contact you and we will reach out.

GODFREY4 responded

September 1, 2023 I am writing today to express my repeated disappointment in the service department at Spreen Honda. I have taken my vehicle to another Honda dealership over the past couple of years, due to previous negative experiences at Spreen. When the mechanic at a local Honda repair shop told me I needed my struts replaced, and that these shouldn’t be going out in a car with less than 60,000 miles, they suggested I take it to a dealership and that the work should be under warranty. When I called the dealership that I have been using, my service tech did some research and found that I have an extended warranty and that it is through Spreen. He suggested I take it to Spreen, in order to expedite my service. I called to make an appointment with Spreen Honda service department. The person I spoke to told me that I did not have an extended warranty and that the price would be over $1,000. I told him that someone verified my warranty and that I needed to speak to a manager. Low and behold, I do have a warranty and it covers struts and my deductible is $100. I was told initially that Spreen does not do work with this company any longer, as if that would nullify my warranty. I had said work done on 7/13/23. In the days following the work on my car, I kept noticing a sound, like something was loose in the front end. Since Robert was my service tech for the warranty work, I called him on Monday, 7/24, about the loose noise I was hearing and asked to set up an appointment to have it looked at. I wanted to bring it in the following morning and thought that since I had recently had work done on my car and this was a related issue, that I should be able to bring it in right away. Robert told me he would check to see if I could bring it in and then call me back. He did not call. I called back in the afternoon but was told he was with a customer and that they would have him call me. He did not call. Toward the end of the day, I called again and left a message on a recorder. No return call from Robert. On Tuesday, I called and spoke to Patrick and told him of my three calls to Robert the day prior. He said he could make an appointment for me. He made the appointment for Tuesday, August 8, at 7:00 am. The following day I received a recall notice from Honda and so I called Spreen to see if I could have the recall work done on the 8th as well. Alexis answered the phone and told me there wasn’t an appointment for me on August 8. I just about lost it. Realizing it was not her fault, I asked to make an appointment for the recall and the “loose” sound in the front end. She made the appointment for me on the 22nd. Since my appointment was days out, and the sound was getting worse, I took it to my local Honda mechanic. They found bolts loose that were there from the work done on the strut at Spreen. This is maddening and unacceptable work ethic. Their report and photo are below. “At Lulyn's last visit, we told her the right front strut was blown on her 2019 Pilot. She took it to Spreen for warranty replacement, and since, has heard noise from the right front suspension. Sal found lower control arm bolts were loose, and one of them was only finger tight.” What a joke the Spreen Honda service department is. I would appreciate a reply to this letter. Also, please see the following draft of a letter I wrote, but never sent, regarding my terrible experience purchasing my 2019 Pilot at Spreen. Please feel free to pass this on as well. Sincerely, Lulyn Godfrey Faraclas 33630 Washington Drive Yucaipa 92399 909.499.9569 godfrey4@roadrunner.com January 2019 I am writing today to express my disappointment in my car buying experience at Spreen Honda on January 10, 2019. Through email, I had been communicating with the online department for a couple of weeks. I told the representative that I would not come in until she had the car I wanted. She said they don’t operate like that, but that I needed to come in and they would locate the car. A week later she notified me that she just received the car I was looking for-a white Pilot EX-L with tan interior. I made an appointment based on this information. I made it clear to the representative that called to confirm my appointment, that I did not want any “accessories” added to the car. She said that the dealership automatically adds certain items, but that they want to earn my business, so if I did not want them, I did not have to pay for them. I confirmed my appointment based on this conversation. When I arrived at the dealership and stated that I had an appointment and that I was interested in a particular car, the salesman looked it up and then had to have someone go and get the car from a remote lot. When it arrived, it was filthy. I believe it simply would have been good customer service to have the car there, and clean, when I arrived for my appointment. (This was our experience in early 2000 at Spreen Honda when Kathy Thompson was our salesperson.) Waiting, arguing, Spreen was not standing by what I was told by the online department. So much waiting around. There were no floor mats and so I waited for them to bring me some. Certainly no apologies were offered and no thank you for my purchase! So unprofessional; so rude. The salesperson kept asking for a good review for Honda, but she was not willing to earn it. I never received the survey she was concerned about. The car was not cleaned…sunroof and rear window were filthy, even after I asked to have the car washed. It was dark by now and so I had to bring it back the next day. Worst experience ever.