Earl Mathis

Review of Crown Honda of Southpoint

I checked in my 2020 Honda Odyssey for 3 recall se...

I checked in my 2020 Honda Odyssey for 3 recall service items (rear camera, sliding door hinge, software update regarding sensor in dash). Within less than 2 hours, I received a call to inform me that everything was done. I was surprised how quickly it was done and asked if multiple people were working on my van. The service manager indicated that they had the recall repairs down to a science and everything was done. I informed him that I would be in later that day to pick up the van and confirm the closing hour of 9:00pm. We arrived at the dealership and service center around 5:00pm & discovered locked doors. I was stunned and had no idea what was going on. I called the Honda of Southpoint number and no one picked up. I saw a couple other customers arrive and leave with puzzled looks on their faces. Seeing no lights on I guessed a power outage. I was extremely angry and disappointed that I had made the 20 minute drive to find the place empty and even angrier that the service manager did not take a moment to contact me, especially when I told him I would be in later to pick up the van. No one even took the time to post a sign on the outside door to alert customers the reason for their absence. I understood that the computers and everything had gone down, but given each service manager had customer paperwork with phone numbers at their desk, there was no excuse why my service manager could not have taken a moment to call me. There was NO CONSIDERATION for me as a customer, nor any consideration of what potential inconvenience this may have had on my life. Fortunately, I did not have any immediate travel plans or immediate requirements to have my van in my possession, yet the service manager did not know that. The next day, I figured the service manager would contact me early to profusely apologize for the shutdown, but no call came. I finally called around 11:00am and had to ask him what happened. He said there was a power outage around 12noon the and everyone was told to leave. He said all their computers and telephones were done. I had to probe him to and asked why he did not use the paperwork to call me with his mobile phone. All he had was a sorry apology, which I felt and still feel is unacceptable. He is a service manager and I am going to go out on a limb to consider that customer service management and support is part of his responsibility. I told him on the phone that he did a major ball drop in not providing a simple and expected courtesy. I arrived later to pick up my vehicle and he was not at his desk. I casually spoke to another service manager about the blackout and asked if they had a chance to call their customers and they stated that they did. This further infuriated me. When my service manager arrived he went over my paperwork to point out that one of the recall service items (rear camera issue) was not done and that I would be notified when the parts were restocked to schedule another visit. This he did not mention when I queried him how the recall work was done so quickly, and he said everything was done. To add final insult to injury, the service manager reminded me that the Honda Corporation would contact me for a review of my experience and mentioned that a rating of anything less than five would be considered a one suggesting that I rate him a five. I decided it was best at that time to hold my tongue given it appeared that it would fall on deaf ears. I feel this service manager has not shown one of the most important roles in a customer interaction and that is timely and accurate communication. This is a common sense situation and clearly demonstrated an attitude of "not caring." Overall, this leaves me with a bad taste for Crown Honda of Southpoint to continue to use your service center and certainly impacts the notion of purchasing a vehicle from Crown Honda of Southpoint in the future.