Honda of Salem

The mighty have fallen - Honda USED to be top-knotch I went to this Honda dealer to obtain a copy of a key for our 2012, CRV. I explained that we were unable to get the key made at any local servicers (L I went to this Honda dealer to obtain a copy of a key for our 2012, CRV. I explained that we were unable to get the key made at any local servicers (Lowes, Home Depot) as the key had a transponder and was told to take the key to a Honda dealer. I told the Honda rep that I did not need the transponder, just the key to put in a box under the car in a magnetized box for emergencies. The gentleman returned shortly and gave me the total cost, $151. I was shocked to say the least and repeated that I only wanted a key, and again clarified that I had no need of a transponder as the key was for emergency situations. The employee next to him—he appeared to be either a manager or someone senior in the department—said something to the effect of “Since you’ve already cut it, give him this one” which I took to mean they would offer me a key which would open the door, start the ignition, but not have keyless entry. This would have been acceptable to me even at the exorbitant cost of $35. However, he then said to me they could sell me the key as a "valet key" for $35 which could open the door but was useless other than that. I explained that I didn't want to pay $35 simply for a door key. I asked the younger employee if he understood what I meant and he nodded as if he did but when I asked the other, more senior employee if he understood what I was saying, I made a point of asking as he continued to stare at me and seemed annoyed that I was even asking. While he appeared to understand my question, at no point did he simply say that Honda no longer offers traditional, car keys; if he had simply explained that Honda had transitioned to “keyless fobs” or “transponders” rather than acting stiff and condescending, I would be directing my complaint to Honda Inc., for their short-sighted choice to fleece their customers by charging an insulting amount of money and no other alternative to gain entry into a car we already own. When I stated I felt as if Honda was charging people an absurd amount of money for a piece of plastic, a small piece of metal—which is now apparently worthless—and the 45 seconds it takes to program the “fob” the senior employee stated "I challenge you to check online for yourself; you’ll see that Toyota charges more than Honda does." I replied that it sounded like he was saying "Honda may be ripping you off but Toyota is worse!” This, of course, does nothing to make a scammed customer feel better. We bought our CRV 3 years ago and in the interim, have had two recall notices, had to replace a battery after just under two years of use--which also cost @ $150--and the one time we attempted to use the “HondaCare Program” for mapping assistance, were told that the service was not available at that time. I was told that it would be 3-4 hours and when I tried again, was given the same info. That service program is worthless, and apparently, so is the general servicing on any issue regarding your vehicle that doesn't cost at least $150! We bought this car thinking that Honda offered a better all-around vehicle than Toyota; my wife had doubts as she had a Toyota Rav4 that she’d been very satisfied with. She listened to my advice about Honda as I’d heard Honda vehicles kept their resale value, the company’s reputation for long-lasting, reliable vehicles, and that HONDA STOOD BEHIND IT'S VEHICLES AND CUSTOMERS. Our service experiences alone have left us feeling that we were mistaken and we may be better served purchasing a Toyota for our next vehicle. Twenty-five years ago, many companies talked about providing excellent customer service and now that we’ve transitioned to a true, service economy, customer service is preached at every level of a company’s food-chain. Some companies not only preach service, they deliver it on a consistent basis. Conversely, many companies do no more than give lip service to their commitment to customer service. While they may have provided high-level quality and service in the past, it seems Honda has now become one of those companies. More

Poor Customer Service in the service department I had to take my vehicle in to replace the airbags due to the recall. I had been waiting for 3 months for the replacement airbags to come in. I had t I had to take my vehicle in to replace the airbags due to the recall. I had been waiting for 3 months for the replacement airbags to come in. I had to call myself to see if the airbags had arrived. They did and no one bothered to call me to let me know. The lady who was helping me on the phone said that it would take two weeks to get my vehicle in to have the airbags replaced. I told her that was not going to work for me. I informed her that I had time at the end of the week to bring my car in. The lady sounded disgruntled by this but set up an appointment. Since the lady said this service would be an all day process I asked for a loaner vehicle. Again she sounded put out but said that there would be one available. The day that I brought my car in I had arrived before the dearlership had opened. They gave me the keys to the loaner vehicle and when I went to the car I was surprised to see that the interior was disgustingly dirty and hadn't been cleaned. There was dirt, hair and food particles all over the seats. There was grimy dirt in the door handles and the vehicle stunk. They also left insurance information, names, policy numbers and phone numbers in the vehicle of previous people that had used the car. When I went back in to let them know how dirty the vehicle was two service people just looked at me like "oh well, take it or leave it" One of the service people even acknowledged that they were aware the vehicle was dirty. They said that was the last loaner vehicle but they had given other people nicer loaner vehicles while I was waiting for my vehicle to be checked in. I was extremely disappointed in the service all around for this appointment. I bought my vehicle from this dealership and do routine oil changes with them. Most of the time I receive decent service but there has been a few other times that service was poor. This time they really dropped the ball, enough so for me to leave a review. More

Very friendly and not pushy Just cut to the chase and found exactly what I was looking for! Got it all cleaned up and five away in it same day. Just cut to the chase and found exactly what I was looking for! Got it all cleaned up and five away in it same day. More

I was well taken care of The service was fine, but I am sorry that they no longer vacuum out or wash the car. That was such a great help to me. The service was fine, but I am sorry that they no longer vacuum out or wash the car. That was such a great help to me. More

Sales good experience Steve, our sales guy was informative and never pressured us while shopping. He took time to help and give us space. This was important to us and when Steve, our sales guy was informative and never pressured us while shopping. He took time to help and give us space. This was important to us and when we presented price match, he helped us make our overall decision to go with Honda of Salem. He allowed us to test drive and look outside without pressure. This type of customer experience is important these days when there are so many options from internet. personally professional! More

Service Prompt service and clear communication made my visit for an oil change a positive experience. The new customer lounge was spacious and comfortable. Th Prompt service and clear communication made my visit for an oil change a positive experience. The new customer lounge was spacious and comfortable. The service coupons I received via email were also helpful. More

Very Good Experience Steve Dedominic was helpful, informed, a good listener and well organized. The gentleman who handled the finances was efficient and cordial. This was Steve Dedominic was helpful, informed, a good listener and well organized. The gentleman who handled the finances was efficient and cordial. This was our second purchase at Honda of Salem. More

Very good service I am very pleased with your new location. Even if I have to drive a little further, I still enjoy your service. Matt, the service tech is always ver I am very pleased with your new location. Even if I have to drive a little further, I still enjoy your service. Matt, the service tech is always very helpful and pleasant. I always have confidence when I get my cars serviced at Honda of Salem.. More

Great service department The guys in the service department are alway courteous and do there best to get me in and out as quickly as possible. A special thanks to Rene. The guys in the service department are alway courteous and do there best to get me in and out as quickly as possible. A special thanks to Rene. More

2015 CRV Brandi De Angelo was the nicest salesperson to deal with!!! She was a great listener, calm, thorough, and organized. We love our new car!!! It's Brandi De Angelo was the nicest salesperson to deal with!!! She was a great listener, calm, thorough, and organized. We love our new car!!! It's getting around 26 to 28 miles a gallon!!! More