Honda of Downtown Los Angeles — Attraction in Los Angeles

This is my third review. I have switched my star level to 3 because our issue was finally fixed, but it took weeks, multiple phone calls emails and stops at the dealer before it was resolved.

I initially gave the dealership a 5-star review because of the excellent help I received during the car-buying process. However, since that time, my experience has taken a disappointing turn, and I feel compelled to share my ongoing concerns.

When we signed the contract at 1 a.m., we were tired but relieved to have finished all the paperwork. During the car inspection, we noticed a deep scratch on the door. We brought it to the dealership's attention and were assured it would be noted in the contract and fixed. Trusting their word, we didn’t ask for a copy of the note.

The next day, I called to follow up and was promised a callback—but after at least 10 attempts to reach the sales and finance staff, I received no response. When we finally secured an appointment and brought the car in, it was returned in worse condition. We voiced our concerns and were reassured it would be taken care of, but weeks have passed without any resolution.

Repeated calls have been met with long hold times (over an hour) and hang-ups. When I eventually got through, I was told the manager was too busy to assist. This lack of accountability is disheartening. Buying a car is not just a one-time transaction—it’s the start of what should be a long-term relationship with a dealership. As customers, we commit to returning for maintenance, addressing issues, and potentially making future purchases. The treatment I’ve received makes me feel disrespected and disillusioned.

When I first left my 5-star review, it reflected the positive experience I had at the time. However, the ongoing issues with my brand-new car have drastically changed my perspective.

I would suggest two things:

If this is an isolated experience, I hope my issue is resolved and that no one else has to endure this. If my problem remains unresolved, I would advise others to seek out a dealership that values building respectful, long-term relationships over simply making a sale.

Oscar Castñeda, our salesperson, was so pleasant to work with. He was patient. First, he gave us an appointment and received it when we arrived. He showed us the car and explained all its features. In addition, he took us for a drive. He speaks Spanish and English and could explain things to me and my aunt in Spanish. I am fluent in both languages, and I can say that his Spanish translations were 100% accurate. My aunt felt welcomed and seen. Anyone who is an English speaker but has relatives who speak Spanish should ask for Oscar. He stayed with us until 1 am when we finished closing with our finance person, Jonathan Castro. Jonathan was also very patient and explained any questions we had line by line. And we had tons of questions. Purchasing a Honda Pilot or any car is not a simple purchase. It's a big commitment, and we wanted to make sure we were getting the best deal and getting all of our questions answered. Both make a good team of Spanish speakers that make their clients welcome. The facility is extensive; they have many vehicles to select from. We had gone to a different dealer, and they had yet to ask us if we wanted to take the car for a drive or if we were interested in purchasing it. They were indifferent, which is a huge factor in wanting to do business or not. Honda of Downtown LA people are not like that. They genuinely welcome anyone and everyone, whether just looking around or ready to shop. They will spend time to ensure we are ready and comfortable with our purchase.

Thank you again, Oscar Castañeda and Jonathan Castro, for your help. We appreciate all...

I bought a vehicle from here about 2 months ago they gave me misleading information about the lifetime warranty of the engine up until I was ready to sign the documents. They didn’t compensate me in anyway instead they only apologized. Also when going over the finance information. The numbers weren’t adding up so I asked if I could speak with the finance manager. The sales person told me to come in that he would be available for me to speak with but then upon me getting there I was informed that he was busy and he has people That have been waiting For hours . So the sales person attempted to go over the charges, and when he did The mathThere was a five dollar discrepancy. I went over all this information with Fernando. He assured me that he would take care of everything but this was before I drove off the lot with the vehicle. I gave him an opportunity to compensate me for the $360 discrepancy of the financing charges, he declined to compensate me and said he was unable to because the contract had already been written, which is a lie he could’ve rewrote the The contract. I also let him know that I would be leaving A review reflecting everything that happened he felt that it wasn’t fair of me But I had to remind him that I’m only telling my truthful experience of mistakes your employees made so at that point in time he told me to not forget in my reviews how they took care of me and I asked him. How was it that you took care of me besides meeting a price point that I recommended because without that there would be no sale ! Fernando said that this was one of their new top selling vehicles and he didn’t have to discount me. Although this was part of the agreement with the sales person that I come pick up the vehicle on Black Friday to get the deal. So in other words what Fernando is telling me is that he didn’t have to give me a deal on Black Friday lol. Not to mention they got my 2023 Civic in great condition with low miles as a trade-in that they will Make money off of also they got $10,000 financing from that vehicle. They made another sale of a new vehicle and got another $7500 financing instead of trying to work with me in compensate a good customer they apologized and said there was nothing they could do. Also, before I drove the vehicle off a lot, there was a dent on the hood. The sales person tried to tell me it was a reflection of the light. I had to call the manager to document this so they could fix it. They also neglected to have me set up the app to disconnect the security system from my vehicle so when I took my vehicle the following day, it wouldn’t start when I desperately needed it and I had to wait till 9 o’clock for them to open and inform me of their mistake and give me the proper contact so I could fix it. Let this be a reminder to everybody purchasing a vehicle from a dealership if you ever feel like you’re being cheated or lied to don’t hesitate to call Honda of America. I also had the courtesy to let Fernando know in advance that I was gonna be calling Honda of America and he said OK at every level I gave him an opportunity to fix this without Honda of America being involved. in a way it’s a little funny that one of the people that you’re leaving in charge as a manager is telling me he didn’t have to give me a deal on Black Friday. The holiday meant for deals. Someone contacted me from Honda and said they would help me resolve some of these issues. They started helping and said they would look into the situation further and I never heard...

Worst experience ever in this STEALERSHIP!! They said they sold a new vehicle with 8 miles on the odometer. I checked the car fax and the vehicle had already been serviced at 38 miles.

This dealer is a super shady dealership in the sense THEY WILL NOT EXPLAIN EVERYTHING THEY ARE ADDING TO YOUR BILL!!

KNOW THAT AS CONSUMERS WE HAVE THE RIGHT TO DENY THEIR ADD ONS FOR THE VEHICLE!!

AT NO POINT WERE WE TOLD WE COULD PAY EXTRA TO BE ABLE TO RETURN A VEHICLE IF WE DO NOT LIKE IT. NOT EVEN 50 MILES ON THE VEHICLE AND THE VEHICLE IS UNSTABLE. DRIVEABILITY IS DANGEROUS ON IT. EVEN THE TECH THAT TOOK A LOOK AT THE VEHICLE TOLD US HE GOT SCARED FROM THE WAY THE VEHICLE HANDLES.

"BRAND NEW" car and already with alignment problems.

Technician showed us an image of the cars alignment and it was VERY OFF!!! ALL THE WHEELS WERE OFFSET FROM SPECS!!

We went in with the intention of making an exchange, but the so called manager

update

he lied about his name! His Name is KAI!!

KAI ASCENCIO

DID NOT WANT TO HELP US ON NONE OF THE RETURN PAPERWORK KAI!! is useless.

MY BAD LOUI BUT HE SAID HE WAS NAMED LOUI!! AND ON TOP HE SAID HE WAS DAN'S BOSS WHEN I TOLD HIM THAT THE PREVIOUS DAY

Dan HELPED us out on setting the appointment and calmed us down by saying he set us appointment to call bank and finance because they were closed at the time we went. The next day we went so called KAI told us it wasn't true and he was Dan's boss.

ALL THEY WANT IS TO GET YOU ON A CONTRACT AND GET THE NEXT PERSON. Little do they care about what you need and want on a car.

Then when they take you to finance, FINCANCE MESSES YOU UP EVEN MORE!! They try saying the fees are taxes and optional add ons but THEY DO NOT TELL YOU ITS OPTIONAL!!! BY LAW THEY ARE SUPPOSED TO VERBALLY TELL YOU THAT YOU CAN OPT OUT OF SUCH CHARGE.

THE TOM BOY OVER AT FINANCE WILL OVER CHARGE YOU FOR UNESSESARY THINGS saying "those are your taxes and fees"

Know this, their total filing fees should not exceed $900 dollars.

If it does, CHECK YOUR CONTRACT. READ THE CONTRACT THROUGHLY AND DO NOT BE PRESSURED BY FINANCE!!!

Now we have to deal with these people in getting an exchange for another vehicle while they decide what to do with the vehicle. They said they will fix it, but for a vehicle to need fixing so early down it's line means the vehicle will cause you more problems.

BACK OFF IF YOURE BEING SERVED BY LOUI OR THE TOM BOY FINANCE PERSON! THEY ARE HEARTLESS PEOPLE WHO ARE ONLY LOOKING TO FATEN THEIR POCKETS!!

Brand new vehicle and look at how messed up the alignment is. THIS IS NOT THE SAME CAR WE TEST DROVE.

IF YOU TEST DRIVE A CAR AND YOU BUYING THAT CAR, MAKE SURE ITS THE SAME ONE THAT YOU TEST DROVE!!! THEY WILL SWITCH OUT CARS ON YOU!!!

Unless they resolve our issue, this will be removed. Otherwise. I really hope they don't get a lot of business !

As of today, 12/5/2024 they "serviced" the vehicle. Gave the vehicle an alignment. And gave it back.

HOW DOES A BRAND NEW CAR NEED ALIGNMENT AT SUCH LOW MILAGE!!? I received the car and now it pulls to the opposite side 😅

Come on HONDA!!

Before even leaving I told my service advisor to look at the vehicles rear tires and he himself confirmed that the vehicle they were giving me was still not straighten out.

Just get me out of this car and get me another one. It's all we're asking!!!

Not even 100 miles on the odometer and vehicle needs alignment and possibly a...