The Car Group

I visited the dealership around 3:50 PM on 10/27. During my visit, I interacted with Service Advisor George Juarez. While he was not particularly personable, I understand it may have been a long day for him. Before leaving around 5:00 PM, I noticed that my fidget spinner, which I keep in my car to help calm my nerves while driving, was missing. I searched my car and then approached George to inquire about what might have happened to it. On my way, I saw a porter with my company-branded blue and white fidget spinner in his hand, and I asked him to return it, which he promptly did. I then asked the porter some questions, but he was rambling, so I asked George if I could speak to a manager about the situation. The manager mentioned that he would review the video footage to see if the porter’s story made sense. I left without further information and am unsure of what transpired afterward. I have been a loyal Honda customer for many years and have spent a significant amount of money at your dealership along with my family. Unfortunately, my recent experiences have made me feel that personal integrity and trustworthiness may be taking a backseat to other priorities. I hope this message reaches the appropriate individuals within Honda, as I believe that ensuring honest and respectful service is fundamental to maintaining customer trust. Thank you for your attention to this matter.

Benito was wonderful, as always!

Mr. Sabatier is always so cheerful and helpful. He makes my visit there pleasant. Very trustworthy guy.

Julie has always been a terrific team kead and service manager. Thank you for staying on top of the mx work, and getting everything back in tip top condition.

All good, thank you!

Candice was great!!! Great customer service!!!

Thank you Robert and technician for accomplishing the services to my Camry. It's always a pleasure taking my car in to Norm Reeves repair center.

Kyle’s the best!

I appreciate the effort to communicate with me through phone, text, or email. That provided me the best avenues to respond in a timely manner. Nicole explained everything, and I was able to freely decide what services to have performed. Thank you very much for the transparency and the avenues of swift communication.

Excellent

Service was accommodating

I made an appointment and dropped off my car at 9:00 am. By 1 pm I had to call to get a status update. This is usually not my experience as I am normally provided updates throughout the day. The call experience was also disappointing as I was never able to speak with a person, just a voice mail. I was using the number provided. I also tried to inquire through the update promise app. The response from my advisor was short, impersonable, and gave no estimate for when my vehicle may be ready for pick up. Again, this has not usually been my experience. I have continued to use your service center because of good past experiences. My past advisors have always let me know in a timely manner if there is something that requires my attention or if the work may be extended. This is good practice because it allows me to plan my day around my vehicles service and make decisions accordingly. I’m not sure what was happening on Monday, but I felt neglected and not valued as a customer. The only communication that I had from my advisor between 9:00am and 6:30 was “ tech is looking at it now”. With that said, I made the decision to have my wife drop me off at 5:45, Crossing my fingers that my car would be ready. It was ready by 6:30. Just for routine maintenance and some brake pads. I’m disappointed , I know Norm Reeves Mission Gorge can do better.

Took 2 and a half hours for a 7:30am appointment. I checked in for a status update, said it would be done soon and 30 minutes later I had to ask again for an update. I said I would be waiting for my service but I still took over the estimated time.

Valerie is great

I appreciate your polite, knowledgeable staff. Also, your immaculate facility is very relaxing. The cleanliness is excellent. I must commend you for a lovely and pristine coffee bar. The way the coffee cups and cup lids are stored is very sanitary. I appreciate your attention to detail for such an awesomely clean, comfortable environment in addition to excellent service.

Always great service , George was kind and professional

Great customer service

Ernesto was great! Only feedback is more of a Honda dealership computer system thing -- I had service done a few months ago at the Honda to dealership in Poway, but Vista wasn't able to see it. I'm surprised that your systems don't communicate better since you are both Honda dealers.

Professional Thorough Polite On Time Will continue to ask for him

Your employee, Jonathan Romero is always knowledgeable & extremely kind. Thank you for hiring him.