Manly Honda

New car, less than 2 weeks old! Service review. Sat night: 2 flat tires. Called Honda roadside assistance (RA)-> assured me car could be delivered that evening to dealer despite le Service review. Sat night: 2 flat tires. Called Honda roadside assistance (RA)-> assured me car could be delivered that evening to dealer despite letting them know Manly locks their gate at night. Tow truck arrives in timely manner-> drives to Honda, gate locked-> tow truck driver decides to store car in tow yard (appreciated). Says will deliver to Honda on Sun Sun: receive call asking if tow truck arrived. After saying yes, receive text message stating "your roadside service request is noted as complete." Karr GPS Manly sold me shows car in tow yard. Call Honda RA-> they call towing and tell me the car is at Manly Honda and recommend I call Manly Honda to confirm despite service being closed as it should be obvious if a tow truck drives up (per the RA person.) Call Manly Honda-> sales person tells me I have to talk to the person who sold my car to me (?!). I tell them they do not work on Sun. Transfers me to "sales manager"-> goes to voice mail-> leave a message asking for a call back to confirm vehicle arrived/not. Call Honda RA-> tell me again the car is at Manly Honda but they will call the tow company and will call me back. Receive text saying "your request for tow has been received." Call Honda RA-> person says will call the tow company (3rd time!)-> confirms car in tow yard and updates plan for car to be delivered to Manly service on Mon. Never received call back from Manly "sales manager" Mon: Receive text stating "your roadside service request is noted as complete." Call Manly Honda-> person who answers phone says she does not know if the car arrived or not because she is in a different building. After pleading she transfers me to a man who confirms car arrived and my service advisor will call back. Service advisor Lucia calls and says I have two flat tires and need two new tires. I ask why are the tires flat? Says I need two new tires. I said let me make a phone call and will call back. Lucia says she will text me a number with her direct number to call. I do not receive a text. Call the general service number back within 20min, message goes to voice mail, leave a message for service advisor by name. Call again in 10min, no answer. 1.5 hours later call general service number and person answering transfers me to Lucia's voicemail-> leave message with request for her to call me back. Voicemail recording states her direct phone number. 30min later call Lucia's direct phone, goes to voicemail-> leave message requesting her to call me back. 45 min later call Lucia's direct phone line-> goes to voicemail. Send text message to that phone number requesting call back. 45 min later receive a text message answering one of the questions I had left on voicemail. 30 min later call again to Lucia's direct phone line-> goes to voicemail, leave a message asking for a call back. 5 min later (>4h since 1st voicemail) finally receive a call back from Lucia. I ask what is going on with the car? Lucia says she has been waiting for my authorization for new tires. I state I have called/left several messages asking for a call back. Response "you did nothing wrong." I ask if she can at least tell me why I need new tires ie. is there a nail/tear/etc, and tires be repaired? Told tires are flat, don't know why, cannot repair because walls are compromised. Need two new tires. Ask if rims okay? Told won't know until new tires are on, need 2 new tires. Agree to tires (did not seem there was any other option) which will come the next day. Receive email request to review service that evening. One star given for poor communication and lack of diagnostics before recommendations. Tues: Receive message from customer experience asking to discuss. Called number-> voicemail. Received call back from Jose. Communication improved significantly. I was informed/shown reason for flat tires. Tires replaced and car delivered as promised. 5 star service. Hoping Honda puts processes in place to avoid the frustrations I experienced. More