Norm Reeves Honda Superstore Cerritos Auto Repair Service

Wonderful Thank you

I will be sure to complete the survey and share my sincere satisfaction about my experience today.

Manny is really good in what he do

Everything was great

My initial appointment for service (2/9/22) was to take care of a due bill after a recent purchase of my 2024 Honda HRV LX. The due bill was to replace the right rear fender trim garnishes. My service advisor was Bryan Salas. I received a call at 4pm from Bryan that my vehicle was ready for pick up. He notified me that the latest time I can pick up same day was 6pm. When I arrived to pick up my vehicle, my cousin and I stood in the service entrance confused for several minutes until someone greeted us and asked if we needed any help. I asked about picking up my vehicle and that Bryan Salas was my service advisor. Steve Mendoza helped me out, and let me know that Bryan had already left for the day at 4:30pm. Steve handed me my keys and the receipt paperwork, and let me know that my vehicle was in the parking lot. After searching for my vehicle throughout the parking lot, I was able to find it and assess the work that was done. The right rear fender garnish was lifted and not sitting flush against the vehicle. I was not satisfied with the work, and went back into the service department. Again upon entering, I was not helped nor greeted for several minutes. I asked Steve if he was someone who can help me make another appointment with Bryan. Steve was very helpful, and was able to schedule a second appointment for me. This first service experience at Norm Reeves Honda Cerritos left me with a terrible experience. Firstly, had Bryan communicated to me that he leaves at 4:30pm, I would've came earlier to pick up my car personally from him and to assess the work that was done. Secondly, upon picking up my car, we clearly stood in the entrance confused as to who to speak to about picking up my car. It was shocking that it took some time for us to be greeted and helped. My subsequent service appointment with Bryan Salas was on 2/19/24. In the morning upon dropping off my vehicle, my cousin and I showed Bryan how the fender garnish that was replaced was not sitting flush against the vehicle. Bryan brought us inside to his desk to check on a few items. Bryan explained to us that this is the best that can be done for the work since two parts were replaced, as indicated on the receipt. We let Bryan know that we were not satisfied with the work that was done. Bryan said that his manager, Anthony Ortiz, will speak with us. Bryan had us stand in front of his computer desk waiting for Anthony well over 15 minutes, while Bryan stood against the wall, hiding himself behind his computer monitor and scrolled on his phone. We stood and waited in front his computer desk like this for 15 minutes. Again, it is shocking that Bryan didn't offer us a seat or really any accommodations while waiting for his supervisor. Luckily, my cousin and I are both able-bodied to stand and wait for this length of time. When Anthony was ready, he greeted us and then stepped out to examine the work. Anthony politely explained to us that they can replace the parts again, but warned us that because the piece is plastic which warps based on temperature, there is a chance that the piece may be more lifted and sit less flush against the car. We thanked him for his explanation and opted to move forward with the service. Bryan said he'll call me at 1pm when the car will be ready. I received a text message at 1:43pm that the vehicle was ready for pick up. My cousin and I went into the service office to speak with Bryan. Bryan handed over the receipt. We stood there for 5 minutes. Bryan asked if we needed anything else. I said no. He said that my vehicle was ready then. I asked him for my keys. Bryan said that my vehicle was already parked curbside. Again, shockingly the vehicle the Bryan pointed to was not even my vehicle. I let him know that the vehicle he referenced was not my vehicle. Bryan directed me to wait outside and my vehicle will be pulled out soon. While waiting outside, my vehicle arrived curbside shortly after. This entire service experience with Norm Reeves Honda Cerritos and specifically Bryan Salas was so unsatisfactory and disappointing. Customer service skills and experience needs to be a higher priority, especially among service advisors like Bryan. The entire experience could have been *lightyears* better had Bryan: 1. Walk his customers to their vehicle and show his customers the work that was completed. For both of my appointments, this did not happen both times. 2. Let his customer know when he'll be leaving for the day. On my first service appointment, a lot of back and forth with Steve could have been eliminated had Bryan communicated his schedule. 3. Offered a seat for my cousin and I while waiting to speak with his manager. I've never experienced waiting to speak to an employee's manager, and then had to watch the employee scroll on his phone for 15 minutes while leaning against the wall to hide himself from the customer. It was so strange and rude to the customer. From beginning to end, the service I experienced at Norm Reeves Honda Cerritos is unacceptable and inadequate. I would never recommend anyone to bring their vehicles for service here. It is very apparent that the service advisors do not care about their customers nor put forth any efforts at all to make their customers satisfied and comfortable.

This was an extremely expensive repair on a five and half year old car. The odometer at repair was only 88k miles. The car should not have required a new transmission. The labor cost of $2,386 is excessive.

I get my car serviced here and great experience always here at Normreeves Honda in Cerritos. They honored their warranty policy when I had issues with my brake padel and fluid. I appreciate their commitment to making customers happy. Special shout out to Leo Lazcano for helping me with my car throughout the process. You are lucky to have him. Highly recommend!

The service was very helpful and fast!

Travor Always helps me, and he is always recommending the good things and the things you actually need and he is very helpful I always feel comfortable giving him my car to take care of. He is the person I always go to.

Very good communication addressing all my questions and concerns

Javier Pena, was very knowledgeable about what was going on with my car. Thank you he was friendly and very professional!

Good

Joseph is awesome! He takes care of things and keeps in touch.

Trevor is friendly and efficient.

Multiple first experience with you, very satisfied

Did a great job

I made an appointment today for 1230 to duplicate or get another set of key coz when I bought my car my sales rep only gave me 1 key. So I had to get annother one. And Mr Vargas told me it will only take about an hour and a half. It was almost 3 hours by the time I left !. I had to work at 3 pm and I was late.. I was not very happy with the service at all.

Joseph was great , every time I go from now on I'll request Joseph.

Well, the service was excellent. As usual, I had some issues with the follow-up text regarding the health and recommended services for the vehicle. I found the content in the link to be confusing. For example: when it asked if I wanted to proceed with the recommended service, the radio buttons appeared right beneath the offer to pay for the service and a payment plan which is why I opted no. Perhaps if the radio buttons were in a different location, it would be clearer to the customer. Thank you.

Ruben was very professional in dealing with my vehicle concerns. He delivered the service he promised. Ruben did a good job.