Norm Reeves Honda Superstore West Covina

Reviews 3

NE

Nexon Sun

Service Department Review for Norm Reeves Honda West Covina: I initially gave NRHWCs service department an OK rating because Ive been a customer ever since I got my Accord five years ago. Theyre my go-to service provider because theyre close to me and have good deals on services. Things were great initially when I first got my car. I took my car here for everything, oil changes, tire rotation, alignment, fluids, factory defects, etc. There was even once when the service manager, Mr. Rickett went out of his way to rectify an issue with my car WHEN IT WAS STILL UNDER WARRANTY (this is a crucial element-- American Honda factory warranty). In recent years, however, the service has gone downhill. I couldnt figure out why initially, until I realized Honda of America has very, very stringent guidelines for dealer franchises when it comes to providing service under the Honda name. As my car came out of warranty, the service demeanor and quality diminished, most notably when I was offered transmission service I did not need. I was explained that the transmission service is a date-based service that should be done every three years instead of judging the quality of the fluid. Fine, but my mechanic friend who has been fixing Hondas since he was a teenager in his dads shop told me my fluids were pristine after I went to him for a second opinion. The only reason I dont take my car to him is because his shop is over 30 miles away. I inquired NRHWC as to why they would misrepresent their service recommendations, and I was told by the service department about the "date" based service requirement instead of the miles driven standard. Well, this would be understandable except my service advisor, Mr. Lam, had shown me on a paper the drippings of the fluid I was told I needed to have changed. The only explanation is that the bad drippings/fluid sample were not from my car. Yet I was stupid enough to go back to inquire how much itd cost for NRHWC to install splash guards on my now five year old car. I was quoted two different prices by different people, up to the point Mr. Rickett (the service manager) was giving me HIS internal pricing, which was still different than what his employees had quoted me. But Mr. Rickett told me his employees probably did not know what to do since my car is an older model, and that they shouldve asked him. But he still couldnt do anything about it since I didnt get the names of the people who quoted me different prices over the phone. I also told Mr. Rickett about my transmission fluid, and his advisor lying to me about it needing to be changed. I told Mr. Rickett I went in to NRHWC recently for an oil changed and miraculously, the fluid checked out OK by his own service department. Mr. Rickett said he doesnt know if I may have taken my car somewhere else since and maybe something transpired. Well, unless someone else snuck into my garage at night and changed my transmission fluid, his advisor lied to me. Or maybe my transmission fluid cleaned itself. Nice, Norm Reeves Honda, very nice. Oh and Mr. Ricketts attitude about all this is pretty much theres-nothing-I-can-do. No looking into what happened (they have ALL these records in their system), but instead, he had a quick I-cant-help-you attitude to get me off the phone. Lesson learned. Car under warranty + say yes to services NRHWC wants you to do + not raising complaints = good customer for NRHWC. Theyll like you and be your buddy. Deviate from this and youll start seeing a different side. Ive found a good independent mechanic close to me and I suggest you do the same if you dont want to be potentially lied to about getting services you dont really need, or being quoted three different prices within ONE WEEK for accessories on a car thats not the current model (one model earlier). Good luck!

JO

Joel Gomez

Let me start off by saying Danny V. at Norm Reeves is the man! My purchase experience was an absolute 180° from what I always prepare myself for buying a car and from what I experienced earlier in the week with other Honda dealerships in my area. From the moment Danny called me to tell me he had the EXACT car I was looking for and assured me that the deal he was going to give me was 100% the final price he would give me once I got there, to him waving us goodbye at the end of the night as he stayed behind for hours after he was done to make sure we were taken care of, this dude was ON POINT. Throughout the entire process, Danny V. told me there was no funny business, but I kept my guard up because lets face it, thats the usual line at a car dealership. Much to my shagrin, Danny kept his word the whole time. Read on for the dirty details, or skip to the end for the happy ending. We arrived at the dealership (later than we said we would be because Im late to everything) and he was outside in like 40° weather waiting to greet us. He had the car ready to go and was eager to show me it was just as he had promised and even tried to hand me the keys right away. Reluctantly, I wanted to discuss the numbers before accepting with open palms just yet... Danny remained cool as a cucumber through each step that I took with him with caution as I kept my guard up; he kept a monks patience as I met everything he said with twice as many questions. As we discussed numbers, EVERYTHING was exactly what as he said over the phone. I was still in disbelief and waiting for the "gotcha". Next thing I know, Im in the office with the F&I manager John V. as he happily walked us through our contract and very patiently and with no pressure talked to us about the helpful dealer services we could add to our purchase. Here we were, keeping this man after hours, and he had nothing but a positive attitude and very little contest to my stubborn skepticism. Once we wrapped up with financing, we were met once again with Danny and he showed us around the car, help us get everything set up and gave us his contact information should we have any other questions about our car. It was done. I had my car, at the price we had agreed on, in the condition we had agreed on, with ZERO hassle throughout the whole thing. What the heck had just happened?! Awesomeness had just happened and I have no other explanation for it aside from when Danny V and the guys at Norm Reeves say they dont play those tiresome dealership games, theyre true to their word. Ill end with this - Norm Reeves Honda was about a 45 minute drive for us, but we had tried our local Honda dealers in our area earlier in the week, and got lied to, stood up, or just met without the right inventory. I was really hoping I wouldnt drive all the way out to Norm Reeves for the same dance, and thankfully I didnt! Thanks Danny, Im still sure that most car dealerships are still out to get the best of me, but you really turned our world upside down on the verdict with regards to Norm Reeves. You rock!

M.

M. Botello

LET THE BUYER BEWARE: Just my experience and I want to give everyone a heads-up and warning about buying a USED CAR (whether its a certified pre-owned or not) from Norm Reeves—West Covina. Two months ago, I bought a used Nissan for my son from Norm Reeves Honda-West Covina. The Nissan looked great on the exterior. The salesman assured us the car was in excellent condition. He also added that there was someone else who was interested in the car so I needed to make a decision quickly. We test drove it and it handled well and it was very quiet, so we bought it. Just 2 months after driving the car off the lot, THE ENGINE BLOWS! I would expect that from a small, shady or dishonest used car dealership, but never from a HUGE CORPORATION such as Norm Reeves in West Covina!!! One would assume the dealership’s highly trained technicians inspect their fleet carefully before putting it out on their lot because it’s Norm Reeves’ reputation at stake. It’s my suspicion that since the car was sold AS IS, without even a limited 90 day warranty, there was a good chance they knew of the problem. I believe we were mislead and defrauded. I will never go back to Norm Reeves in West Covina and I would highly caution anyone against buying a used car, certified or not, from them. I’m considering whether or not I want to exercise my right First Amendment Right to “Freedom of Assembley” and go picket the sidewalks in front of Norm Reeves Honda.” I wish I had learned after the first bad experience I had 2 years ago when I purchased a “Certified Pre-Owned” Honda Accord, and just 3 days after driving my car off the lot, it stranded me at the park due to a dead battery! Not such a big deal, but you’d at least think Honda’s professionally trained mechanics would have caught it and recommended replacing the battery before selling it as a “Certified Pre-Owned”. In spite of this, Norm Reeves refused to replace the battery because there was “nothing wrong with it.” Really? Why did it die out on me then? There was never any oil leaks on my driveway. Neither the oil light, nor the check engine light ever turned on the panel. According to our mechanic, the car was leaking oil onto the oil pan so unless we had hoisted the car up and taken a look at the oil pan, the average car buyer would not know. BUT A PROFESSIONALLY TRAINED HONDA TECHNICIAN SHOULD HAVE SEEN IT! Right? This car was a ticking time bomb which explains why it was sold “AS IS”. The buyer assumes all risks. Again, I’d expect this from the corner used dealership, but NEVER from a reputable dealership like Norm Reeves Superstore-West Covina!!!!