Ed Morse Honda - Service Center

Excellent Service Used 2011 Honda Accord purchased 3 months ago would not start. Had to jump start car. Ed Morse Service Center performed a multi point inspection. Used 2011 Honda Accord purchased 3 months ago would not start. Had to jump start car. Ed Morse Service Center performed a multi point inspection. Car was cleaned and washed after service! Excellent professional service by Mitch Bergquist and Arturo DeLeon. Thanks You. Alexander Elinson More

Poor Service They told me there was a shuttle and that my car would take 4 hours to have the airbag replaced.Waited for 2 hours till shuttle pulled up .All the whi They told me there was a shuttle and that my car would take 4 hours to have the airbag replaced.Waited for 2 hours till shuttle pulled up .All the while I saw them park my car after about 45 mins after I sat down .Shuttle driver told me to ask if car was done,so I did and it was .I sat there for over an hour and no one bothered to call me to get my car. Very poor service. More

Out of State license: Beware of service recommendations I have a 2008 Honda Pilot and service it only with our local Honda dealers. I may pay more but I expect honesty and integrity. I drove my car from Mas I have a 2008 Honda Pilot and service it only with our local Honda dealers. I may pay more but I expect honesty and integrity. I drove my car from Massachusetts to Florida and went to Ed Morse to check a sound. The staff was polite and friendly. The sound was gone but what came next was loud and shocking as well as disappointing for a dealer. Recommendations totaling over $1,800. What was surprising was that the car was at at local dealer in Massachusetts before the trip with no recommendations.One Ed Morse recommendation was a brake job which I agreed to. The rest were marginal to bogus. They noticed a leak at the oil pump. When I asked to see it all I saw was a stain. They suggested that at the same time I should change the timing belt since my mileage was in the low 80's. They also found a tear in the front axle boot and recommended a $400 job to replace the axle as well. I replaced the boot only for half that price when I got back to Massachusetts at the local dealer. They could have done the same. Very shocking to get this treatment from an authorized Honda dealer. My recommendation: If you have an out of state license stay away from this dealer and if you live in Florida, beware!! More

THE ED MORSE THANK YOU FOR BUYING TWO CARS READ THE UNANSWERED LETTER SENT TO THE OWNER To: Mr. Ed Morse RE: UNPROFESSIONAL CONDUCT AT ED MORSE HONDA READ THE UNANSWERED LETTER SENT TO THE OWNER To: Mr. Ed Morse RE: UNPROFESSIONAL CONDUCT AT ED MORSE HONDA September 15, 2014 On September 23, 2014 at 1:30 PMI entered your Honda dealership service area with my 2014 Accord with two concerns: a white film in the windshield [possibly defective glass] and windshield wiper blades, which were streaking. At this time John... serviced me and was blowing-off the windshield complaint with a variety of excuses instead of being helpful to find out what was really wrong with the glass. Instead, he offered to "sell me a $29 detail job" which is not why I came there in the first place. Upon refusing his "sell" he walked away and left my wife and myself sitting there for twenty minutes. At this time I entered the sales part of the building and requested to speak with the General Manager. This resulted in the appearance of Mr. Winkel. He appeared stoic, disinterested and not helpfull. He responded, "there is nothing we can do about the glass... and for the windshield wipers we are not replacing them, they are not warranted." I asked, "to speak with the General Manager" and Mr. Winkel refused to contact him. To avoid conflict I called Dolores in your parking lot at your headquarters who told me, "she will call Mike Scaglione and he will call you back!" At that time my wife and myself informed the receptionist we are expecting to speak with Mike and we sat down quietly to await our meeting. At that time Mr. Winkel approached us in his passive- aggressive, low-keyed manner even though we did not summon his appearance and sarcastically said, "are you here to buy a car?" I responded, "I just spoke with you 15 minutes ago I do not wish to speak with you now or in the future!" He responded disrespectfiiUy, "did you drink gas out of a truck?" I responded, "why don't you leave our area!" He then stated, " I will call the Sheriff [first frivolous threat]." I responded, "I suggest you leave our area [a second time] I have an appointment with someone other than you!" At this time Mr. Scaglione greeted us and invited us in his office. To his credit he was pleasant and offered to correct both concerns. Which is what should have happened in the first place which he stated himself. This is the symptom of your HR problem. Your HR problem is that your corporate model at your dealership has evolved into an "old boys club" in the absence of vertical-down management, which puts customer service and accountability at the lowest priority with a clear separation between man- agement and subordinates where performance is concerned. Unfortunately, Mr. Scaglione has failed in this area and I say this without any anger or prejudice towards Mr. Scaglione. I tried to explain the sequence of events that led to our meeting and the dynamics of his service area problem. He either doesn't get it or doesn't want to deal with it. This comment is exemplified with what happened later. After my car window was corrected upon Mr. Scaglione's request. I drove my car back to the detail area to have a few corrections to be done on my windshield and John from service came running over to me yelling, "leave the premises now or I will call the Rivera Police!" I ask you does this behavior reflect on Mr. Scaglione's leadership or not? This employee's behavior was egregious. On whose authority did he have make the second threat of the day with the police and yell at me when I was invited to have the work done in the first place under the General Managers authority. My wife was very upset and we didn't just leave, we evacuated the premises immediately, which was in our best interest. As I went back to the service area to find my wife to "evacuate" I was followed by John. as he simultaneously called his "command post" to inform them of my whereabouts. I was amazed to see how the company culture has changed for the worse since I purchased the two cars I bought at Ed Morse Honda. On the road I called Mr. Scaglione and left a detailed message. He never responded. In the final analysis your operation has a breakdown in its corporate structure. There is no protocol to assure your employees functionally interact with your customers in a proper manner, particularly loyal ones. The expectation that service is the essence of which your reputation and return business is based upon is not properly supervised to that end. Secondly, Mr. Scaglione cannot be friends and joke in the service office immediately after a serious complaint has akeady been made to your headquarters which myself and my wife observed and heard them laughing through the glass in the Service Manager's Office. There is absence of separation between staff and upper management to insure performance. This gives the wrong message and thats why we were again mistreated worse than the first time upon leaving and calling your headquarters prior to returning, It is my view what you are currently dealing with at this dealership is inept management that has evolved into a military junta who threatens customers with frivolous police threats because they can. Make no mistake one day those frivolous police threats [a dangerous game your employees play] will cost you millions in litigation. In any case, I find this environment to be hostile and not concerned with customer satisfaction and it is questionable as to whether I will do business with this dealership in the future. Be advised I have reported this matter to Honda and there is currently an ongoing investigation and the appropriate Honda executives have received a copy of this memo as indicated. C: Takuji Yamada Hiroshi Shimizu Tetsuo Iwamura Tomomi Kosaka Frank Paluch Chitoshi Yokota Rick Schostek IN CASE YOUR INTERESTED IN THE FOLLOW UP JOHN MANDEL [ VP PRESIDENT OF SALES AT HONDA] IS IN THE PROCESS OF INVESTIGATING THIS COMPLAINT. More

Sales with a smile....But beware Smiles and nice words abound at this dealer. I'm certain that for everyday issues, resolutions are easily at hand. But watch out. This dealership i Smiles and nice words abound at this dealer. I'm certain that for everyday issues, resolutions are easily at hand. But watch out. This dealership is ill-equipped to deal with anything outside the ordinary, and are quick to hide behind Honda USA---another bureaucracy. If your new car is perfect, no worries, but if it is one on the fringe, service it elsewhere. The bottom line is that this dealership did not stand behind the new car I purchased from them, and the car is only 2 months old!!! More