Amy Manoso

Review of Beverton Honda

This is a review of the service center. Would hav...

This is a review of the service center. Would have given two stars for the quality of the repair if they had not needed my help to diagnose issues (and I am no car genius); but 0 stars for impersonal, cranky and disorganized service. Two flat "run flat" tires (one dead as dead can be, the other--as I clearly explained--had a slow leak that would hold air for 3 or 4 days, and I had just filled it). Service agent insisted there was nothing wrong with the tire with the slow leak, and they had fully inspected it and submersed it. Only after I made a stink (and a day later), did he call to tell me they had found a small nail in the sidewall. Service agent seemed overworked and not in need of a return customer (never looked me in the face as I paid...made we wait while he multi-tasked data entry for other customers, and talked on the phone with mechanics for other customers). Dropped off car Sunday; car finished Wednesday; delay due to parts (hey, that happens...), but no loaners (they do not offer that--they only offer rentals, which they were out of, according to the agent; in case the dealership actually reads this and thinks loaners are only for high-end car customers--check out the Subaru dealer right up the street...). Inquired about a shuttle to less than a mile away, but was told that the regular shuttle guy was out sick, and the agent had not yet figured out how to contact the temp shuttle driver, and it would be great if I could find some other way so he would not have to track the guy down. No directions upon arrival as to where to wait for car, etc.--I had to ask around; plenty of staff to ask but none would make eye contact. Long wait times to simply pick-up the car (20+ minutes after I paid, at about 3 pm on a Wednesday); staff told two customers ahead of me that the delay was because the staff was having a hard time finding their car, but not to worry, it would eventually "turn up", chuckle-chuckle. Those of us waiting just started laughing incredulously at the mayhem. Maybe I am spoiled, but the Honda dealership in Tacoma, WA that I had been going to since 2008 (a) had a shuttle to local destinations, including my house that ran regularly; (b) showed me where to wait/pay, etc., and made sure I was comfortable waiting, and/or that I had a way home (they even semi-arranged a Hertz rental for me once, calling on my behalf to reserve one and then shuttling me to the rental agency...); (c) they had my car waiting for me when I picked it up or at least knew where it was and brought it to me promptly; and (d) worked with one customer at a time during the 5 minutes at drop-off, and 5-minutes at pick up. AND the Tacoma Honda was much more "no-frills/low-overhead" than Bob Lanphere's...I will take a well-organized staff, sincere friendliness and strong interpersonal and communication skills over an espresso bar any day. I am gravely worried that I may be stuck with this dealership for my service...the only reason I can think anyone else was there for service was that this might be the only game in town. Service was so poor, it was almost surreal...like an SNL sketch. NO EXAGGERATION.