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1,013 Reviews of Showcase Honda - Service Center
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June 16, 2024
My 2 Star Review is 100% based on my experience that I had with Sean Hoopes, Service Director @ Showcase Honda. Sean could use some training around customer experience management and empathy. Imagine I ma had with Sean Hoopes, Service Director @ Showcase Honda. Sean could use some training around customer experience management and empathy. Imagine I make an appointment on the website and I drive about 30 minutes, wait about an hour only to be told that they can't get me in. Kevin, the Service Advisor was working hard to do what he could to get me in and I do believe he tried his best with no avail. When Kevin told me that he couldn't get me in (even though I was able to successfully schedule an appointment on the website), I asked to speak with a manager. This is where Sean Hoopes comes over and proceeds to completely fail on customer experience and empathy. I explain to Sean that I made an appointment on the website for 3pm, that I am a very loyal customer (drive 30 minutes to get to Showcase based on loyalty) and that in between my scheduled 3pm appointment time and the 6pm close time that I was at least hoping to have the vehicle diagnosed. At the time that I was having the conversation with Sean it was around 4:30 - so we still had more time before closing time. Rather than Sean attempt to listen to understand, to listen to understand the customer situation, to have empathy and appreciation for the customer, Sean goes into corporate square manager mode and tells me that they can't get me in, that they need more time to diagnose. I proceeded to remind Sean that I am a very loyal customer and that I drove about 30 minutes to get there and then ask again if they could at least diagnose the vehicle - his corporate square manager lack of empathy response was "no, sorry". I then respond with ok, I guess loyalty doesn't mean anything I will take my business elsewhere. He then responds in his corporate square manager lack of empathy response: "If we have been making you happy for this long, I trust that one minor mishap will not ruin the relationship" . This response didn't provide any comfort, if anything it made me more disappointed. I then drive away and go to another big Honda Dealership the next day. At this dealership - they were able to diagnose my vehicle in 2 hours and because they did not have the part on hand they gave me a loaner vehicle free of charge while they take their time to fix my vehicle. This experience that I had with the 2nd Dealership is exactly what Sean should have done. Sean could have (if he was leading with a customer first approach and empathy) told me the customer - we appreciate your business and because we value your business and because we are not able to get you in today, we will keep your vehicle and provide you with a free loaner vehicle while your car is being fixed. Recommendation to senior leadership for Sean: make sure that managers and directors are always leading with a customer first and empathy approach. Think about how the customer feels and based on how the customer feels determine the best course of action. If you are the customer does this best course of action feel good? If the honest answer is hey if I was the customer and the dealership told me X, and X is not doing everything I can for a fantastic customer experience and or if I am the customer and I am being told X then maybe we need to change course. Showcase Honda: you lost my business forever! Please make sure to get Sean Hoopes, and any/all managers and directors training so that it is all about customer first and customer empathy! More
by BFERRENTINO
Verified Customer
June 16, 2024
It took five hours to get an oil change. They are the first mechanic I've ever seen charge to use a credit card. I will never come back. They are the first mechanic I've ever seen charge to use a credit card. I will never come back. More
by sarbustal
June 15, 2024
It’s always a pleasure when I come to the dealership for service guys are very very nice very accommodating service guys are very very nice very accommodating More
by denise.Bogan2
June 15, 2024
Robbie was amazing! He was so friendly, one of the reasons why we went back to showcase Honda. He did a wonderful job reviewing the work my car needed. Did not feel pres He was so friendly, one of the reasons why we went back to showcase Honda. He did a wonderful job reviewing the work my car needed. Did not feel pressured or uncomfortable around him. More
by GONZALEZ.NOEMY13
Employees Worked With
Robbie Schumann
June 15, 2024
Great dealership, staff is always very helpful. 10/10 would recommend to anyone needing car service. 10/10 would recommend to anyone needing car service. More
by CALDEROCRISTINA
Employees Worked With
June 15, 2024
I've always had great work done here. I appreciate that when I called yesterday James was able to get me in same day and had my repair done. Thank you. I appreciate that when I called yesterday James was able to get me in same day and had my repair done. Thank you. More
by GFELIX1
Employees Worked With
June 15, 2024
Amazing service they knew exactly went I needed and got it done in a timely manner it done in a timely manner More
by b.torres01254
Employees Worked With
June 15, 2024
Took my car in and it was very quick and easy. The employees told me everything I needed to know and always kept me updated. Great experience! The employees told me everything I needed to know and always kept me updated. Great experience! More
by ISABELJENS9
Employees Worked With
June 15, 2024
Feel like they care mostly about maximizing profits especially from add ons rather than guaranteeing my car functioning at best especially from add ons rather than guaranteeing my car functioning at best More
by altomazz
Employees Worked With
June 15, 2024
he was attentive, friendly gave great insight into the services of my vehicle and helpful. services of my vehicle and helpful. More
by CANDYCAMILLE111
Employees Worked With
