Tuesday, September 16, 2008

Pasadena Honda Review Customer Service

Here's a letter I wrote to the President and Service Manager at Pasadena Honda after another bad experience. I received a call from Manny and Andrew but nothing from Brooke yet. It's pretty obvious they have no interest in addressing my concern, and would rather me go elsewhere.

When you see car dealerships closing, like Pasadena Ford which shuttered its doors recently, Pasadena Honda should seriously look at how it treats it's customers.

Hello Manny and Brooke,

I left voice mail messages for both of you on Thursday evening when I picked up my car and started it up and had the “Check Engine” light come on.

Manny, thanks for calling me back this afternoon. Brooke, Andru did leave a voice mail message for me yesterday evening to express his concern with the situation.

Nonetheless, as this has not been the first instance of trouble I have had with your service department, I remain quite dissatisfied with your dealership.

The car appears to be OK following the past two days of driving. No sign of the “Check Engine” light.

However, all the radio station presets were not reset and if you review the step 2 of the service bulletin 04-027 this is one of the steps, I know you could barely see it, but it the presets had been visible.

The service technician who worked on the car the evening I brought it in had apparently left a brush under the hood, which we discovered when I asked to see what had been done.

I was not very happy with the explanation I received from the night service manager, that they had seen this sort of thing before.

I bring my car in for MAJOR service and pick it up and upon ignition the CHECK ENGINE LIGHT COMES ON! This is absurd. This tells me that something is broken within the service department.

Another annoying thing about the evening I spent waiting at your dealership: while I was standing around waiting for my car (and feeling very unhappy about it), I saw cigarette butts all over the place outside the service area, on top of equipment, absolutely disgusting. Then one of the employees was walking around the lot smoking and coughing up phlegm and spitting. Not a exactly the most welcoming sight when you have a customer-facing business.

I feel fairly confident that this was my last visit to your dealership. You have done an excellent job of losing my business.

Victor Caballero

From: Brooke Gomez at Honda of Pasadena [mailto:brooke_at_hondaofpasadena.com@mmserver.com]
Sent: Friday, September 12, 2008 5:13 PM
Subject: We just want to make sure we did an excellent job.

If you are having trouble viewing this email or submitting feedback please click here.
To ensure delivery of these e-mails in the future, please add brooke_at_hondaofpasadena.com@mmserver.com to your address book.

Dear Victor Jennifer,

Thank you for choosing Honda of Pasadena for your recent service needs. It is important to me that you were completely satisfied with your service or repairs.

Only you can tell us if we have met or exceeded your expectations. We would appreciate receiving your impressions of this visit. Please take the time to answer the questions and click submit to send your answers back to me and my Service Manager, Brooke Gomez. If you prefer a more personal approach, you may call Brooke Gomez directly at 626-683-5800. Your comments will make a difference, so do not hesitate to make your views known.

You may be receiving a survey directly from the manufacturer as well, please answer this survey as it is our report card and enables us to serve you better.

Once again, thank you for servicing your vehicle at Honda of Pasadena. We look forward to seeing you when you come in for your next service.

Manny Martinez
Honda of Pasadena


If you want to visit our web site click here.

Honda of Pasadena - 1965 E. Foothill Blvd - Pasadena, CA 91107 - 626-683-5888


Anonymous said...

I received an email from Manny (attached below).
I went there on the same day I received the email.
The prices I got actually not really a 15% saving. The manager quoted me rate higher than my flyer from Honda Pasadena, then he calculate the 15% discount. At the end the rate came out not better than the flyer.

I asked him to review my invoice. Was it a really employee discount?
His reply "I will not be able to send any copy of our price list ..."

I called and talk to Manny, he said he is busy at that point.
I left several messages/emails with no reply.

So, if you like their service please compare prices before you go there.

-----Original Message-----
From: Manny Martinez at Honda of Pasadena [mailto:mmartinez_at_hondaofpasadena.com@mmserver.com]
Sent: Friday, October 03, 2008 11:01 AM

We would like to say thank you for making us the President's Award Winner in Metro-LA. The President’s award is the highest honor given out to a Honda dealership due to the attainment of highest levels in sales volume and customer satisfaction. To celebrate, we are offering you and any of your family and friends, a complimentary Multi-Point Inspection and we will give you an additional 15% off on any recommended repairs.

Did you know we service all makes and models!

You, your family and friends will receive Employee Pricing on all scheduled Maintenance, a complimentary Multi-Point Inspection plus 15% off any recommended Repairs.
This our way of thanking you!

Don't delay. This offer will end October 15, 2008. To schedule an appoint online, Click Here or call us at 626-683-5800

Manny Martinez
Honda of Pasadena

P.S. Please print this e-mail and present it to a member of our Service Team upon arrival at Honda of Pasadena.

Outsource Call Center said...

Nice post! I still believe that treating the customer so good and politely makes them so comfortable and satisfied with your services. Thanks for sharing this review.