I have taken my car here several times for mainten...

I have taken my car here several times for maintenance and we have even purchased another vehicle for our family from here. I have even recommended several friends and family members here to purchase vehicles after having had such nightmares with other Honda dealers in the area. Never again.

I brought in my 2010 Honda Civic for the airbag recall. When I went to pick up my car, I noticed that they had ruined the plastic on the door pillar on both sides, but especially on the passenger side. My car was not in this condition when I dropped it off in the morning.

For my service representative, Edgar Martinez, and manager Brooke Gomez, to claim that it happens over time is a bold, brazen lie. Does plastic degrade over time? Yes. Does it degrade where it has evenly spaced scratches spread throughout the plastic panel? No it does not. .

Brooke, is belligerent, hostile and has no sense of customer service whatsoever. All she could offer was lie after lie, excuse after excuse, continuing to repeat that she has seen a lot of cars have this issue. Could she explain why they were even marks? No, she could not.

I'm not an unreasonable person. All I requested was that I see the video tapes of my car driving into the repair station, getting repaired, and then driven out to be parked to be absolutely certain. Brooke initially told me that even if she were to show me the videos, I wouldn't be able to see much because they played "8 times." I asked her to clarify what this means, she said they play at 8x the speed. I said that's fine, I have the time. She said she would call me tomorrow for me to see them because she would need time to pull them up. Both of these turned out to be lies. I asked for her contact information, any supervisor contact information, and the owner's email. Let it be known that she gave me the incorrect phone number for escalation to American Honda. Whether this was intentional or not, I have no idea.

When I step into her office, she continues to repeat herself over again about how it's normal wear. That does not explain why the marks were not there in the morning. She called what I said an "opinion." When I persisted for the contact information, and to remind her that I wanted to see the footage, she became hard to work with and absolutely rude. I've never had this level of belligerence from the numerous times that I've taken my car here. She told me that she may or may not even have footage of the car being repaired and asserted that it is NORMAL for a dealership of a large brand to NOT have service repair footage. I pressed further to remind her I wanted to see the footage, and what do you know - she pulled them up within a minute. They played one minute from the time I dropped off my car. The part about not being able to pull up the footage? A bold lie to the customer. The part about it only playing at 8x speed? Another lie. There were no evident marks on my car when it was dropped off. I wanted to see the rest of the footage of it being repaired. Brooke refused and said I could either leave, or she would call the police.

Threatening to call the police, after requesting to view the footage of the repair on MY vehicle, that I took time out of my day for, because of a defective, life threatening recalled part - is this how you treat customers? Is this how you pride your leadership, yourself on acting in a management role?

Brooke, speaking OVER someone does not make you right. When a customer has something to say, do not attempt to speak over them. I let you tell me what you had to say, so let me finish what I have to say. This is an extremely poor way to talk to ANY customer, let alone for a service manager to act in this way. I have to echo what the other reviews have stated about the service department now and especially about Brooke. I absolutely regret every referral that I've given to friends and family members who have purchased vehicles or received service repairs here, and I will no longer recommend Honda of Pasadena again thanks to the experience I had today with Brooke.