Larry Hopkins Honda — Attraction in Sunnyvale

The sales department might be great, but the service department is terrible at answering the phone and responding. I had a disappointing experience calling them regarding a recall. Three days of calling and leaving messages..! After leaving a message with the Honda rep, I received a call from their service manager. It's unfortunate I had to take it this far for a phone call.. I let the service manager know the only thing I could do after such an experience was write a review, which I have never done, but he managed to bother me enough, so here we go..!

The conversation was more about deflecting responsibility for the lack of response and terrible service. His repeated response was, "I see you called on Monday to our general line at 5:50 PM," and conveniently ignored when I told him I called twice on Monday, Tuesday and Wednesday while leaving messages with his service reps. They have two service advisors at extensions 212 and 213, and neither picked up nor returned a message since Monday, and it's Wednesday EOD. His responsive was they were out the past two days. In my humble opinion, that is not the best approach to responding to customers when you have two service folks out and no back up checking voicemails while they are away. I understand people have off days, but it's obvious the service manager should consider having others check their voicemail when they are away. A friendly suggestion for the service manager?

I was direct and stated this sounds like deflection, and then I was asked, "If I want to schedule a service." I told them no, not after how you spoke to me and after being ignored for almost three days. Ultimately, he hung up on me, and that was that..! If you can't respond with a simple we dropped the ball and we'll make it right, that's okay. It would go a long way versus making it seem like the person calling for three days did something wrong. But hey, it's not my business.

It's a bummer, as I bought my first car here 30 years ago, but I recommend going to a larger Honda dealership with more staff and...

It’s a follow-up for my last review (my last review is attached at the end). Since Larry Hopkins refused to acknowledge receiving the money, I dispute through CitiBank. Via disputing, the bank of Larry Hopkins claimed the transaction is correct so they cannot return the money. (Which implied they did receive the money while Larry Hopkins previous claimed they did not)

Then I brought the dispute results to Larry Hopkins, they started to admit they received the money and will return it. I asked for returning the money via disputing. But they asked me for ending the disputing and then returning the money via check, and I refused because returning money from Bank is more safe for me. They said they would cooperate with the dispute process.

The CRAZY THING HAPPENED. In my dispute results, they still refused to return the money. I’m now at Larry Hopkins for my last time communication. I’ll make sue if this last communication did not work.

How can they refuse to admit receiving the money? While they did receive it. How can they refuse to return the money? While they admitted receiving it.

We end up with a check, i.e., they return the money to me with check.

I respect the dealer Mohammad, and I highly recommend this dealer. However, we encountered a BIG issue with the bank system of either Honda or Citibank: for a ten-thousand debit payment, the Citibank said the money arrived Honda but Honda said they never received money. Not sure where is the mistake, but we go back and forth more than ten times between Honda and Citibank without solving the issue. The financial and manager from Honda said that California/DMV law will regulate Honda to refund extra payment. We end up with the extra ten thousand dollars out of our account for now, under the urgency of getting the car. Will follow up to revise the score depending on the final outcome...

Awesome Car Buying Experience at Honda Hopkins with Felix and Jay

My special thanks to Felix Ong and Jay Jazayeri for their exemplary customer service.

We recently purchased Honda CR-V hybrid from Honda Hopkins, and my entire experience along with my spouse has been made very memorable with their extremely professional customer service. From the moment I started discussion over email with Felix till the car was delivered in less than 24 hrs it was an incredible and professional experience. Felix took the time to understand exactly what we were looking for and guided us through a range of options and guided us with the best financing options. We were amazed on his and Jay’s technical expertise and the way they explained the minute details of each feature . Both were very courteous , knowledgeable and patient, never once pressuring us into a decision. The test drive was thorough, allowing us to really get a feel for the car in different driving conditions that us made to finalize the decision on the same day.

What impressed me the most was their transparency throughout the process. There were no hidden fees or surprises; everything was explained clearly, and the pricing was highly competitive. The finance department also worked hard to secure a great deal for me, which made the purchase even more satisfying.

Overall, I highly recommend Honda Hopkins to anyone looking for a stress-free and enjoyable car-buying experience . Please do specifically go to Felix and Jay, rest assured that you will be in best hands. They truly exceeded my expectations, and I will really encourage you to reach out to them if you are looking for a seamless car buying experience for the best-in-class vehicles...