Norm Reeves Honda West Covina Auto Repair Service Center

Yes Trinity Guzman and Joseph we're very helpful and understanding.

Valerie was nice and polite. However, I got very annoyed when she told me the diagnosis would take 2-3hours but in fact took 4.5 hours. Your reps should call the customer within the designated time frame and inform the customer the diagnosis is taking longer than anticipated and there will a delay. Keeping the customer INFORMED is imperative if you want a satisfied customer. A simple 5 min. Phone call would have gone a long way. My time is valuable and being without a car all day is very inconvenient. From 9:20am - 3:10 pm is a far cry from a 2-3 hour diagnosis. Also, I called Valerie and she said she would call me back in 10 min. That turned into 25min. I called back and was told she was with a customer. 30 min. Later I called and spoke with Joe, the service mgr and I told him I was unhappy about this whole process and how an estimated 2-4hrs turned into 4.5 hours. When I finally spoke with Valerie I told her I was not happy about the time and she was apologetic and explained to me why it took long but describing all the steps it took to diagnose. That's all good and fine but at the 3 hour mark, she should have followed up with a phone call to inform me the diagnosis was taking longer than what she said. That would have saved me frustration and annoyance with Honda service. The last point I want to make is that I was quoted $160 for the diagnosis and at no time was informed that I would have to pay for the Freon but when she wrote up the bill she said I would be charged for the Freon. She ended up removing that charge. I suggest that if there will be added costs to the "diagnosis fee" that you tell your customer in the beginning so that there are no surprises. Honda should be as 'transparent" as possible with their prices. I hope you will use these points I have made to better your service to the customer. Thank you.

Thank you

I need to make a comment to a Manager or supervisor about isatifactory experience at service department.please feel free to calme.thanks

He was extremely nice and caring. Thank you.

I was taken care of promptly and he was very nice and helpful

Javier was more than helpful and went out of his way to get my vehicle taken care of.

Javier was great! He helped me out a bunch and was very friendly. He took care of my needs and was even able to find me a loaner car to use for the day. Exceptional service!

Adrian delivered excellent customer service and I look forward to my next visit with Norm Reeves!

Trinity is awesome! She listens to your car issues and makes sure they get addressed.

Manuel was very helpful and friendly.

Trinity is AWESOME!!! Was having issues with my Honda starting, called Trinity and she said to bring it on in. It ended up being a battery issue and Honda was able to replace it and get me back on the road in about an hour. Excellent customer service!! This is the reason I continue to ONLY bring my car here to West Covina and more so because Trinity provides top notch customer service!! Thank you Trinity!

Honestly Nicole Cabrera was so helpful. She really took care of my emergency needs with my battery. Very friendly and can communicate well. Thank you for servicing my care and replacing the battery.

Service wasn’t bad The fact that I waited for an hour and half to get shuttle out And almost two to get it to pick me up Wasn’t happy

Valerie is the best! I’ve recently moved and will still be making my way to West Covina despite other dealerships being closer because of your customer service.

Great service

Service Representative was welcoming, polite and super helpful. Very informative, which is something I appreciate.

Manny was great. Much appreciated

Good job Genaro

Adrian was very helpful...he explains all procedures for the service...then only think when I receive the car has oil mark on my elbow rest...I mentioned to Adrian and he's definitely taking care about it. Thanks