Lehigh Valley Honda

It is hard to single out individuals when all staff are so proficient but I must mention Sam Azar for his outstanding ability to explain problems, costs and helping me prioritize service. He is certainly an asset In my experience, it is relatively difficult to find a car service and dealership that consistently treats their customers first. I have found that to be true at Lehigh Valley Honda. I bought my Honda CRV there and it has been well maintained by them ever since (I am at 130K) The service managers, techs, and entire staff are professional, knowledgeable and go the extra mile to keep my car in top shape. They are so good that for the past decade, my wife’s Audi is serviced at LV Honda exclusively.

This dealership has giving me the absolute worst customer service experience of my entire life - On Monday July 28 i arrived At the service center at about 11:40 AM - I noticed when pulling in there was only two cars in front of me in the right lane for the service center entrance already pulled in the building the left lane was completely empty I pulled in the left lane I was told to the keys in the car and walked over to one one the desk for help - The guy at the desk introduce him self as Michael p - and said what can I do for you today I told him I would like an oil change my tires rotated and that on the way to the dealership just now seems like the front AC fan stop working also when turning the wheel all the way it seems to make a clunking noise just started - I would like to have someone look at it and see what the problem is Mike proceeded to say OK we can get oil change and the tires rotated right away but it’s going to be Around four or 5 o’clock till we can get someone to look at it for the Other issues can you leave the vehicle here I said OK I can do that .....when I asked if they still have a shuttle driver he said I would have to call Uber - at that point i called my wife for her to pick me up Instead - if you hours later I get a text to register to receive phone calls and or text messages from the service rep which I did- fast forward to almost 6 o’clock still no phone call I bought the vehicle or messages so I start calling the dealership asking to speak to Michael called several times they would just transfer me to his voicemail after about the fourth time Of calling I told the reception person that I keep calling and they keep transferring me to his voicemail I would like to speak to someone about the status of my vehicle that’s when they finally put Michael on the phone I asked him what was going on with the vehicle because I haven’t heard anything he told me that they haven’t gotten to it yet and they’re probably not gonna get to it from us another hour if at all! At that point I asked him about the oil change and the tires assuming that at least that was done to the car he responded with no we have not change the oil or rotated your tires at all yet I asked him for the reasoning behind My car sitting there for 6 hours and no work at all has been done on my car - Michael Then tells me they have to do appointments. I told him I get that but you told me my oil changed and tires rotated we’re going to get done right away and you also told me you’re going to have my car looked at between four and five I can only operate on what you told me it’s now almost 6 o’clock and you’re telling me that nothing at all has been done on my vehicle - I told them at this point I would like someone to look at my vehicle it’s been sitting there all day based on what you told me Michael tells me well will try and see if I can have someone look at it within the next hour but I can’t make any promises at this point my response to that is well you already made a promise this morning you gave me a timeframe and my car is been sitting there - we get off the phone I decided to call back and speak to the service manager now when I asked to speak to the service manager it goes to his voicemail I called back several times to speak to the service manager at this point they keep sending me to Michael and the phone I don’t wanna speak to Michael I wanna speak to the service manager Michael finally gets The service manager on the phone I have to put me on hold for quite some time assuming he brought the service manager up to speed on what’s going on- The service manager gets on the phone finally and I explain to him what’s been going on the service manager in a very Condescending tone ask me what time was my appointment I told him I didn’t have an appointment but Michael told me it was gonna be before 5 o’clock when they were gonna look at my car for the other issues I told him it’s it’s now 6 o’clock and my car is been sitting there for six hours and absolutely nothing has been done to my car not even my oil change - He now says well what time did you get here because there was even a three hour wait for an oil change today at that point I proceeded to tell him how is there a three hour wait for an oil change when I showed up and there was only two cars in front of me if there was a three hour wait for an oil change it must’ve been later on because by the time my wife pick me up the line to get into the service center Was already starting to wrap around the front of the building the manager tells me that’s impossible we haven’t had a align in months - I proceeded to tell him I’ve been bringing my car there for years there’s always a line when you guys are busy at the service center you do your best to move it as fast as possible but when you guys are busy there’s a line this isn’t my first time at the dealership and if there was a three hour wait Michael didn’t tell me that and he didn’t tell me that because there wasn’t one the manager then proceeds to cut me off and starts talking over me I tell him hold on a second I’m the customer you’re cutting me off let me talk his words were no you hold on and you listen to what I have to say-at this point in time in the conversation now I’m telling him this is not how you deal with a customer that your rep told a time to it’s clear you’re just trying to cover up what happened he then goes I’m going to ask Michael if that’s what he said to you if he told you for 5 o’clock they were gonna look at your car I said yes do well apparently I was on speakerphone and Michael was there he asked Michael Wright there did you tell this guy you were going to have his car looked at between four and 5 o’clock today Michael then proceeds to say no that’s not what I told him manager now says he he didn’t tell you that call Michael a liar because at this point what else do you call someone Who lied to you supervisor then says you’re not gonna talk to Me like that I said OK put Michael on the phone and I’ll call him a liar The supervisor now says this conversation is over hangs up the phone on me then calls me back about three minutes later and says looks like we got “disconnected oops” haha -my response was this is unbelievably the worst customer service I have ever experience you hung up the phone on me and now you have the audacity to call me back playing these passive aggressive games don’t touch my vehicle I’m coming to come pick it up he then Hangs up the phone on me again! I got a phone call back A few minutes later again I told him I was coming to get my car this is absolutely ridiculous and unacceptable behavior well guess what they have the phone on me again - When I get there I ask the woman at the desk in the show room let me speak to the general manager but he was gone for the day there was no one else to talk to you about What just transpired - only person to talk to at this point is the service manager the same guy who hung up the phone on me so I asked to speak to him in person - This guy now proceeds to tell me that he knows for a fact that Michael did not tell me four or 5 o’clock my car was going to get looked at because he’s the one that told Michael to say they might be able to look at it today- I told him that’s impossible being as you were not standing right next to Michael when I brought my car in for service he didn’t stop and say give me a second I need to talk to my manager that’s not what he did he took my info and told me 4 or 5 at this point you guys are just covering for each other and I want my car where is my car...now at this point

Service rep, Sam Azar rules. Knowledgeable and professional.