Honda of Concord

Bert bad me in and out quickly. The service team did a great job. Thanks, Russ

Good afternoon Renee, I wanted to take a moment and provide you some feedback with my most recent experience with getting my car serviced at Honda Concord at 10:00 am on Saturday, January 26, 2019. My experience was the worst that I’ve had since going there for the past 4 years. I will provide you some examples of where the client experience did not deliver and left me very frustrated to say the least. Hopefully my insight will provide you and your team with ways to make the entire client experience better. One positive that I want to call out is that I am happy with the service done on my car. 1. I would have expected that you would’ve called me once my car was completed. I know you offered me the shuttle to Concord Mills -I did take you up on that offer, however I did come back a little after 1130 am because quite frankly I did not want to be at the mall to walk around for two hours. You took time out to call me about replacing my tires which I told you I was not interested in since I already knew they needed to be replaced and I had plans on replacing them at another facility. With that being said I would again thought that you would’ve called me to let me know that my car was finished. Since this expectation wasn’t done it left me thinking that you were more concerned about making an “up-sell” of another service rather than taking care of me as your client to ensure that I am fully aware as to when my car was ready. 2. The text message that I had received at 12:36 that day stated the following: Update: Hi Myra. Your vehicle service is near completion. Please give us about 10-15 minutes to finish everything up before you pick it up. Thanks, Renee. — I expected an additional text to let me know once that 10 to 15 minutes has been completed that I would get a text saying meet you at your customer station to pick up your keys and pay for your service. That did not happen which is why I was highly frustrated with sitting in additional hour and a half (on a Saturday) and with the fact that you saw me sitting in the lobby and looked directly at me when I thought you called my name so I’m a little confused as to how you did not know that I was already back from Concord Mills. 3. For the past four years once my service has been completed and I pay my service ticket and HOC Service Manager always asks me to please take time to provide feedback the survey is provided to me in the next 24 to 48 hours. I noticed that you did not offer that, which again led me to think that you were not with my overall satisfaction instead of recognizing the situation was less than stellar - you did apologize -however what you should have offered was to say how can we make this better for you next time considering that I am a long-time customer of almost 5 years. Just so your aware I purchased my vehicle brand new from this dealership September 2014. In summary this entire client experience was a failure in many ways, mostly with not meeting my expectations of what & how this should have been handled. There was clearly an opportunity that could have taken to make sure I was aware of when my car was ready, however that wasn’t done and it left me feeling frustrated beyond believe that I wasted an hour and a half on a Saturday, possibly waiting another hour when all along my car was ready, UNACCEPTABLE. I hope that you take this email as a lessons learned.

Issa was very helpful.great service's

This is all I have come to expect from Honda Cars of Concord. Total derive marked by courtesy and respect. Thanks!!

The rep who helped us was fantastic. Very personable and sweet. A+ service.

Shacoya was professional, friendly, and thorough...great customer service, overall.

Jeremy kept me informed of everything going on. He came and sat with me and explained what was happening and what needed to be done (in layman’s terms) and listened to what I had to say.

My service advisor was very helpful and provided great service. Jeremy support was greatly appreciated Thank you MRS. S TATE

Isaac was very thorough and easy to work with.

Issac is AWESOME. He is the only one I will see.

Always

Issac went above and beyond to make sure all of my needs were met. Thanks!

Thank you!!!!

Shacoya helped me with my oil change. She was excellent at recommending and going over my options for service. She even recommended my next area of service and talked it over with me to make sure I was satisfied. Thank you Shacoya!

Larry and Bert were great!!! Thank you.

Cureal ensures that my vehicle is taken care of and that I am happy when I leave. He is very good at his job!

Jessica explained issue, why it could happen and how it could be missed.

Renee was great and very friendly.

Okay

Because of the speed, efficiency and integrity of the service department, I continue to bring my 2010 Honda Accord back to Honda of Concord . I wouldn’t dream of taking it anywhere else! Natacha C