Benjamin McGough

Review of Honda of Seattle

We have never had a problem with the quality of th...

We have never had a problem with the quality of the mechanical work done by Honda of Seattle. They have taken care of our many recalls, as well as done extensive suspension, steering, and brake work for us.

What I have a problem with is their customer service. In their new location, they appear to have increased the amount of staff taking care of service customers, and are clearly try to provide a better customer experience. The problem is, it is all on the surface. The waiting room is nice, the coffee and wifi are good, but try getting someone's attention and you will meet only frustration.

In my experience, I had an ignition switch recall done on my Pilot. The day after I picked the car up, I was unable to insert my key into the ignition lock - it took me five frustrating minutes in a parking garage with my son. So I called Vernon, my service advisor. I had to leave a message. I wanted to talk to someone right away as I felt I could not drive the car in the current state. I left three messages. Finally I called the front desk and was told that "emails will be sent to Vernon and his managers in the service department" and that I "will be called back in twenty minutes." No calls. I called the front desk two more times and was told the exact same thing. It has now been over a week, and still no one has called me back. I have to assume they are avoiding me on purpose. And all I wanted was to ask them a question about the service they just did. I will be taking my car elsewhere - even for recall work.