Norm Reeves Honda Superstore - Huntington

Here is an email I sent to the GM explaining my worst purchasing experience ever... ::: Mr. Conant, I wanted to share my recent experience at your dealership as I attempted to lease a 2012 Pil purchasing experience ever... ::: Mr. Conant, I wanted to share my recent experience at your dealership as I attempted to lease a 2012 Pilot – Touring model this past weekend. After making several attempts at other dealerships to find a particular color combination for my wife, I was happy to hear on Friday, July 6th, that you could get the Pilot Touring in white/gray from your Cerritos store. The lease terms were agreed to over the phone through your sales rep, Riz Valdez. I arrived at your store around 1pm to finalize the deal. After completing the paperwork and running my credit, Riz informed me that my score was “tier 2” and so the payment would be $50 more per month. I explained this wouldn’t be acceptable and that your competitor, Honda World, had agreed to doing the deal at the terms I was requesting from you guys. He asked me if they had run my credit and I said yes. Riz took this info to his manager, only to return and tell me that Honda World had “lied” to me, and that they never ran my credit so wouldn't have known that they could do the deal. I asked how he could know this and he gave me the credit score paperwork where it showed a few recent inquiries where I had shopped. Embarrassingly, right there on the paperwork was a hit from Honda World, who had indeed checked my credit. To tell you the truth, it felt as though I (not just Honda World) was being accused of telling the “lie” and bluffing that your competitor had agreed on the deal I was asking you guys for. Riz returned to his manager (Bryant Lee I believe) and returned with an apology and agreement that you guys would accept the terms I was willing to pay. Stuff happens, right? Done deal, fantastic! Fast forward several hours. Paperwork is done. Riz is off to secure the car from your Cerritos store. I run home to pick up my wife, then return to your store to take home our new Pilot. Pilot arrives, we are excited. We get the rundown on the navigation, etc., do the quick walk around and we’re off with our new Pilot! Arriving home, I walk up to the Pilot as my wife is still in the car, only to notice a small dent above the gas door. My stomach sinks and I immediately call Riz to tell him about the problem. Riz calls the manager, Kevin Avena, to see what we can do. Riz then calls me back to let me know that I can just bring it in the next day and we’ll see what can be done. Not wanting to keep the car long, and especially overnight, before getting to a solution, I immediately drove the Pilot back to your store. After reviewing everything, Kevin couldn’t have handled it better. I explained that my first wish would be to just get another identical car. Kevin then went to check inventory and came back with great news. He was willing to void this transaction and get me into the identical car since they had one coming into the Cerritos store within a couple days, likely Sunday July 8th. Perfect, I had no problem waiting a couple days to get this right. I asked Riz to double and triple check that this Pilot in transit was the exact same color, model, everything. I have also learned through this purchase experience how difficult it can be to do dealer trades. I questioned Kevin on this and he assured me that given the circumstances, he would make sure the car was allocated to me no matter what. That even if he had to send me over to Cerritos to do the same deal with his buddy there, that this was going to happen. The car was mine! Kevin promised to give me a call the next day, Saturday July 7th. Fast forward to Saturday July 7th. No phone call from Kevin or Riz. I finally call at 4:30pm and get Riz on the phone. Riz was great, assuring me that it’s all being handled and that the car has been allocated to me. The car is mine. He just had to find out when exactly it would be delivered. Perfect. Or at least it was until the next call back from Riz just a few minutes later. Riz informed me that they could not get the car. It had never entered California and therefore it got allocated to another dealership outside the state...or some excuse to this nature. Even worse, it would be a month or even months before you got this exact car in your store. I honestly didn’t know what to say. I asked Riz to put Frank on the phone which he did. Upset, I tried to understand how this happened. I could tell Frank grew frustrated as I grew more and more upset. He began to tell me that he never told me that the car in transit was allocated to me, or that it was a done deal getting the car. I then asked Frank about getting the original car fixed. He seemed happy I was open to this. If you guys could get it back to new, I’m would be happy to keep that one. Not me first choice, but definitely my second choice. Frank told me he wanted to make 100% sure the car could be fixed right, so he would have to speak with the body shop guy first thing Monday morning. I also would want to see the repair before re-purchasing the car. Fair enough. Maybe 10 minutes later, I get a call back from Riz. Riz proceeds to tell me that Frank is very sorry, but my Pilot (with the dent) was sold already that day! Yes, that's right. You guys sold the Pilot with the dent before letting me know that the Pilot in transit was not happening. I’m left without the Pilot or any options. I'm screwed. Paul, I’m sure this is not even close to the way you typically handle your business, or at least I hope not. How is it that given the many unfortunate events throughout this transaction, that your managers did not bend over backwards to communicate with me and stay on top of this deal? How did the Pilot (with the dent) get sold before making 100% sure that the Pilot in transit was definitely coming to the Cerritos store? How did I get treated this way? Ironically enough, Riz mentioned how Honda World doesn’t have the "integrity" that Norm Reeves Honda has. Some background and a long story short, Honda World told me they had the vehicle I wanted on their lot. They didn’t and instead tried to sell me a different color. As these events at your store unraveled, it was very disappointing to me that both Riz and Frank all of a sudden had very short memories. Neither could recall that they sent me home Saturday feeling very assured and happy that I had another identical vehicle coming in a couple days. If this wasn’t the case, then I certainly wouldn’t have voided the original deal. It took me literally days of shopping to get the exact car at the exact deal I wanted. While it would have been my second preference, I would have wanted the dent fixed if that’s the best we could have done. I was never given this opportunity. Why not? Integrity is more than a word on a brochure, website, or mission statement. Integrity is something you must live. As deals go bad and unfortunate things start to snowball, which we all know they do from time to time, integrity is put to the test. I hope you can further teach this to your staff, and learn it in your business. As you might imagine, my wife is heartbroken and I've never had a worse experience as a customer. Ever. I asked Frank to have you give me a call. Perhaps you didn't get the message? I would welcome a phone call from you if you care to. ;;; More

We visited this dealership to see a car listed on the website. The salesman (Riz) that rode along with us in the test drive was super gracious. He did what he could to help us out when we went back int website. The salesman (Riz) that rode along with us in the test drive was super gracious. He did what he could to help us out when we went back into the office. He was the only positive about our visit. I had a financing set through my credit union and was ready to buy a car that night if the price was right. The car was a six years old, reeked of cigarette smoke (masked by air freshener), had almost 100K miles, and was not a Honda. Despite all that, we figured we may be able to save $ and compromise if the price was right - since it was the make and model we were shopping for. After we put in our initial offer, which I expected them to counter, Bryant Lee (general sales manager) emerged out of his office with our sales guy. The first words were not "hello" or "nice to meet you." Rather, he stated, "I guess you folks didn't come here to buy a car tonight" in an incredibly patronizing tone. He indicated we needed to pay sticker (totally not worth for a car like that) and was very "smart" in all his responses. For example, I told him the car smelled like smoke and he asked if I felt the smell was worth three thousand dollars. He's the type of personality I typically associate with used car salesmen: arrogant and pushy. I don't go to a car dealership to feel small or to overpay, so we left without purchasing the car and with the sentiment that Norm Reeves Honda Superstore was less than super. We bought a car yesterday from another dealership ... the same make/model but 2 years newer, w/certified w/warranty, 60,000 less miles, and no odor. We paid more than what we offered at Norm Reeves Honda but both the vehicle and customer service at Desert Toyota were worth it. Norm Reeves has since dropped the price (yet again) on the vehicle. It's approximately a thousand dollars above my starting offer. With its odor and rude sales managers, I imagine the vehicle has been a hard sell. There are other dealerships that will treat you like a customer and in which you can pay less. You needn't go to Norm Reeve's "Super" store. More

Purchased a Honda after driving from the Valley to Huntington Beach. The car quit running 2 DAYS later......needed a transmission and axle. Then the car had to go back a second time for more expensi Huntington Beach. The car quit running 2 DAYS later......needed a transmission and axle. Then the car had to go back a second time for more expensive repairs. Did not expect to purchase a car of this quality from a Honda dealer who you would think would want to have repeat business and maintain the reputation of Honda. I would never recommend them for anything.....at all. More

This is the worst Honda dealership in Southern California! There is a Persian sales guy who goes by "Frank" and he was the most rude and obnoxious individual that I have encountered in the car California! There is a Persian sales guy who goes by "Frank" and he was the most rude and obnoxious individual that I have encountered in the car business. He lied to me on the phone stating he had the exact car I was looking for but he wouldn't tell me the interior color. He is telling me to just come down because the car is here. When I start to question him about the interior color because I don't want to waste my time driving there if its not the car im looking for he gets rude and says "why does the interior color matter?" I couldn't believe he would ask such a stupid question and on top of that be extremely rude about it. When I start to tell him that color and interior are important to me he states that I am pathetic and that he doesn't want to talk to me. He hung up on me and 20 minutes later a manager calls back apologizing for "Franks" behavior and tells me that they DO NOT have the car I want in their inventory. I told him that he needs to teach "Frank" basic phone etiquette and give him an attitude check because if he continues this way he is going to give more people a bad impression of this dealership. All the manger can say is "Frank is new here". Being new in the business does not justify the way Frank treated me. I will never step foot in this dealership and I will make sure to tell anyone in the market for a new Honda to STAY AWAY. Lets just say Hardin Honda earned my business because they believe in telling the truth from the start and don't play any games. I got a phenomenal deal on a 2012 accord which im sure Norm Reeves wouldn't even try to match. TEACH YOUR SALES STAFF SOME CUSTOMER SERVICE AND MAYBE YOU WILL GAIN A BETTER REPUTATION!! ITS NOT THAT DIFFICULT PEOPLE!!! More

This is my 3rd car bought from this dealership. Really This is my 3rd car bought from this dealership. Really enjoyed the friendly and no-pressure environment to buy a new Accord. Larry & Jeff were very This is my 3rd car bought from this dealership. Really enjoyed the friendly and no-pressure environment to buy a new Accord. Larry & Jeff were very helpful with patience to work with us and timely informed us when the car we ordered was available for pick-up. It's very pleasant to work with Larry & Jeff. Appreciated their courteous and professionalism. More

Jonathan Miyahara is a no-pressure, honest and ethical sales person (I know you didn't think they existed right?) This was an amazing experience. I got the best deal ever and didn't have to haggle. Joh sales person (I know you didn't think they existed right?) This was an amazing experience. I got the best deal ever and didn't have to haggle. Johnny gave me all the information I needed to make and informed decision. I felt like he was my advocate the entire time - I never felt pressured. Thee was no B.S. Just professional informational selling. I got an incredible deal with no money down and very affordable payments. I cannot say enough about the team at Norm Reeves. Bryant in finance was another great guy - laid back, professional and enjoyable to deal wtih. Tony gave us the car and demonstrated all the features and the manager came out and said "thank you" for the purchase. Also, know that not all dealerships are the same. I can't speak for other Honda dealers, but I can say that Norm Reeves Honda in Huntington Beach and Jonathan Miyahara. There is so much value to me in working with an honest salesperson. It's priceless. Even if you could get a cheaper deal somewhere else(which I doubt, because these guys are here to please), it wouldn't be worth it if you had to haggle for hours. My time is valuable and I apprecaite people who respect it. Many thanks to the people at Norm Reeves and especially to Jonathan Miyahara who made me a believer that there are still good, honest, ethical people in the car industry. More

I purchased Accord from Herb, and he was friendly and helpful. I would recommend him to others. Also, Rich in Finance office was very helpful, too. He pointed out Graduate Program that I might be eligib helpful. I would recommend him to others. Also, Rich in Finance office was very helpful, too. He pointed out Graduate Program that I might be eligible to get. My experience in this dealer was far better than other Honda dealers that I have been to. Get your Honda here from Herb and Rich. More

The Best dealer experience I have had ever, I've been buying cars for 30 plus years and I have never had such great service. The best part was the pricing. It was half the price of another local dealer buying cars for 30 plus years and I have never had such great service. The best part was the pricing. It was half the price of another local dealer on not only one item but several (VTEC repair, brakes etc.). The smog check found a problem with the VTEC system even though the car passed all emission specs. So I took it to 3 independents and they all recommended taking it to a dealer. I want the world to know that a dealer exists that gives Super great service and prices. Even the parts department was extremely knowledgable and helpful (I replaced the front motor mount myself) Ken Otsubo More