Norm Reeves Honda Superstore Irvine Auto Repair Service

Alex was very professional and helpful

Brandon was great . He helped us all through the process . There was a small defect on the fixation but he took the initiative to collect information and assured us that it would be taken care upon ordering the new part and refixing it

Brandon was very professional and took great care for car repair. Thank you very much Brandon.

Brandon was very efficient, professional easy to work with. Don’t loose him as a service advisor..

Mitch was the best! He was super honest, figured out what my problem could be instantly, didn’t waste my time and just told me how it is. Very good with communication, stayed in touch with me every step of the way. Before I could even reach out to see what the status was on my car, he already left me a voicemail in the morning when I was busy at work and couldn’t answer my phone when he called. I work In quality assurance/customer service so I know how it goes when customers want a reliable service agent to keep them informed and don’t give them the run around. Highly recommend! I will for sure be back and will only work with Mitch.

Mr. Alexander Hernandez was personable and professional. Thanks.

The staff was friendly and polite.. Thanks for your help!

Very satisfied

When i came for service i was having message service due in two months in compiter message system after service it showed up service due in 4 monts . I did not drive my car in last 4 monts a lot only about 2k miles. My concern is that service every 2k miles is not desired. When i bout car service was evey 11 months now every 4 ?

None

Brandon was super! He patiently listened to my questions and made sure I understood his answers. Completely satisfied with his customer service.

Mitch was awesome as usual!

Very friendly and professional staff

Good Job

Repeatedly, I have had to make return trips to Norm Reeves service because of failures in the service workflow, settings not done correctly, steps overlooked, etc. In a phone call on Monday, September 26, I pointed out to Kevin Meacham that a multi-point inspection had not been performed on my vehicle last week, even though it had been at Norm Reeves for three days (Sept. 21-23). We discussed the subsequent service that I required on Monday, Sept. 26. When I went to pick up my car later that day (Monday, Sept. 26) the multi-point inspection had still not been done. I was told it could be taken care of in 10 minutes if I was willing to wait, which I did. A half hour later my service rep was surprised to find that the car was parked, untouched, and no one was planning to do the inspection, even though he had requested it 30 minutes prior. It took an hour total only because of poor communication and lack of follow through. If I hadn’t repeatedly asked about it, it was not going to get done at all. Even after it had been promised. Also, my car’s mileage was not recorded when I brought it in on Wednesday, Sept. 21. The mileage shown on the paperwork is the same mileage from last March. Also, the mileage on the loaner I was given on Monday, Sept 26 was incorrect. I pointed this out and was told that it doesn’t matter, “we don’t care about the mileage on the rental.” Then why record it? I understand that you are not charging for mileage, but why waste your time pretending and recording it if it is inaccurate? When I returned the loaner / rental no one asked about it, or wanted the keys, or cared where it was parked or what condition it was in. It was just ignored and forgotten about. Last March I had to return to Norm Reeves after a tire rotation because an engine light indicated that the tires had not been recalibrated. On other occasions over the years very similar things have happened, and I have had to return the following day. This wastes everyone’s time, and makes your work much more busy and chaotic than it needs to be, and a return trip that could have been avoided is very disrespectful of the customer’s time and money. The problem is workflow and communication and serving multiple customers at the same time, allowing interruptions, and not finishing tasks before taking on others. Not confirming and closing the loop of communication between the office and the service bays. Lots of things falling through the cracks and it creates more work and wasted time and effort for everyone—the staff and also customers. New procedures and workflow, better communications, and team meetings are called for. Everyone sounds sincere and says nice things and then proceeds to create more chaos and mistakes and extra work. It is not getting better.

Was recommended a new transmission, but was told the transmission was okay for the time being after the fluid flush. The transmission gave out on the way home from the dealership. Barely made it 5 miles before it stopped catching any gears. Not mad at the mechanic but wasn’t happy hearing it was okay to drive only to fail immediately.

Mitch was extremely knowledgeable and very helpful in resolving our issue and getting our car in for the repair so quickly! Excellent customer service from beginning to end!????????????????

Great

Waiting to be assisted by a service advisor took a while ~20 to 25 minutes. The actual car service was fine but the initial intake took a while.

Michael was awesome and very helpful!