Lindsay Davis

Review of Honda of Serramonte

I will happily bring my Honda into Serramonte any ...

I will happily bring my Honda into Serramonte any time I need anything done. They are worth the drive!!

Eric Chao in the service department is incredible and on two different occasions, he has shown incredible ethics and has gone above and beyond to help the customer. Here's the first time:
When I bought my Honda Civic Si from a different Honda dealership, I immediately noticed an issue and took it in to have looked at. The dealership told me that they hooked it up to the diagnostic device but it did not send an error code, and therefore, nothing was wrong with the car. When I asked if they have driven it, they told me that they didn't "need to" as the car "didn't throw a code".
A couple months later, I took it into another dealership. I explained that I had bought the car less than 3 months prior and was dealing with a strange noise. They told me they would need to hook it up to the diagnostic machine for them to troubleshoot. I explained to them that the previous dealership had done the same thing, provided the documentation from that visit, and asked for them to please drive the car. They refused unless I paid the diagnostic fee. This simply would not do.
Fast forward a year or so, and I was getting ready to move to California.
When I arrive, it's displays an error code. So, I take it to a different Honda dealership in the area. I explain the saga and tell them that I am hopeful they will be able to identify the issue. They tell me that they only had one code, not two. When I asked them if they had driven the car, the response was "Um.... yeah... I'm pretty sure that was done...".
Frustrated, I left. Fast forward 1 year.
The sound has gotten worse, and is happening more frequently and is getting louder and louder. So I decide to try out Honda Serramonte. When I pulled up to the dealership, Eric greeted me. I gave him the cliff note version and asked him if he would please drive the car, as the sound is happening and whatever is wrong is not sending an error code to the computer.
Eric smiled and said "We will absolutely do that!" and off we went on a drive. Already, Eric had exceeded in helping me when three other dealerships refused.
Initially, he thought that whatever it was would be covered, as my car was still covered by the warranty. Later that day, he called and told me that they had identified what the problem was, but that is was NOT covered by the warranty, and I would need to pay out of pocket... To the tune of $2K.
I had gone in to multiple dealerships for an issue that the car had when I bought it, and for a long time Honda customer, this was beyond unacceptable. I explained to him my frustration, and he provided several options. I, however, opted to escalate to Honda USA and I was disheartened to come to the realization that this would be my last Honda, ever. After about a week of being jerked around on the phone and waiting for call backs, I was able to talk to the regional manager.
I'll save you those details, but at the end of the day, we came to an agreement. Honda USA would cover the bulk of the cost, and I would pay the remainder. Once that was arranged, I called Eric to let him know they could move forward with the repair. All along the way, Eric made sure I was informed. He was awesome.
When I went in to pick up the car - there was another surprise. Eric had worked with his manager to discount my portion of the payment due - saving me more than $100. This guy.... AMAZING!
When all was said and done, the car now worked like it should have always, and Eric saved me from both spending $2K and having to move to another company. I was delighted by the service from everyone at Honda Serramonte (but Eric is KING)!
Eric - if you're reading this, know that I consider you the KING of Badassness!! Thank you for all of your help, patience and kindness when I was so frustrated with Honda that I was ready to break up. Thankfully, my love affair with Honda can continue, and you are the reason!!! You deserve a big fat raise, a promotion and tons of public accolades! Thank you for everything!!