Professional and courteous.
Michelle was excellent will ask fir her next time
Very professional, courteous and friendly
John is a fantastic guy who is honest and provides great customer service
Michelle Davis was very pleasant from beginning to end...she greeted me as soon as I pulled up and thoroughly went over the maintenance details afterwards...Michelle is a true asset to Hill Country Honda Service Department.
Dear Hill Country Honda,
Our family loves Hondas. We have owned five plus an Acura - at one point we bought three Hondas in three years! But these days my daily driver is a Lexus, and I thought you should know it was culture shock to bring my car to your dealership.
My neighbor recently bought a Pilot from your dealership and she gushes about the service. After having sub-par service at Gunn on our 2007 S2000, I thought I’d give you all a try for our 2003 CR-V recall. (We love that car so much we bought it twice! Once a new 2004 and again recently for our son who is about the age of the car!) Anyway, I suppose between the neighbor and my usual Lexus experience my expectations were high. And did I mention I really love Hondas? Surely we were all destined to be best of buds.
When I arrived, the only available bay for my car was above a maintenance apparatus, so immediately I was made to feel unwelcome when both the greeter and another maintenance personnel member pointed out I had stopped there. I’m not sure where else I could have parked - I guess not pull into the bay? But it was obviously designed to be driven through. I still can’t figure out what I did wrong there.
Flustered, I followed the greeter into the service reception area. He gestured towards a table. Those looked nice - a place to gather myself, change my glasses, and do the paperwork he had mentioned. When I started to set my purse on the table, he said something unintelligible that wasn’t my name and gestured to the clipboard waiting on the counter. So much for being comfortable or gathering myself.
After I completed the paperwork, he mentioned that the service listed as 45 minutes online would actually be two hours. Then he gestured towards the customer lounge. I had requested a shuttle when I made the appointment, but there was no mention of a shuttle option. Near the lounge was a counter with coffee. It wasn’t l marked at all - is it for customers or just employees? I don’t know. I found a seat in the room with the loud tv and screaming children.
There were also no signs where the bathroom might be located, so eventually I went looking for one. There wasn’t a soul around to ask. Thankfully the restroom I found was bright and clean - this may be the highlight of my visit! Well, that and the almost cabana-like structures out front where I enjoyed some sunshine and thawed out from the freezing temperatures inside.
So, I really wanted to like your dealership. My family values well-engineered, excellent value cars. But we also highly value customer service. It wouldn’t cost anything for staff to be friendly and welcoming rather than perfunctory. A sign with the coffee (and possibly some nice creamer options?) wouldn’t be a huge investment. Making online and at-the-dealership expectations match would go a long way. I hope these are changes you all could make for the benefit of your customers. Even if they don’t drive a Lexus, they are dignified human beings that deserve to be treated well.
How about a Hill Country Honda staff field trip assignment: this Labor Day weekend, go test drive a Lexus. Get your free Starbucks, fall asleep on a couch. Then come back and treat people kindly here too. (Side note: do not go to the Acura dealer for this experience. Guess why I now drive a Lexus?)
Sincerely,
Anita B
The service maintenance here is so much better than Gunn! I like how Hill Country offers an express service lane which allows for quicker service.
Great, quick, professional service!
Pleased with your quick service for my oil change. Car wash is a nice touch.
Very helpful & got me taken care of.
Michael was so very polite, thorough and gracious. He went above and beyond to ensure that I was well taken care of.
Cody was great throughout, helped me set up an appointment and save time. Will be back whenever I need anything
Came in for safety inspection. Done quickly and efficiently
His always helpful and i do appreciate when someone that don't know you behave that way. Thanks mike
His always helpful and i do appreciate when someone that don't know you behave that way. Thanks mike
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