Walnut Creek Honda — Attraction in Walnut Creek

Our Hondas have been regularly serviced at this location for almost a decade. First my Accord and now my 4.5 yo Odyssey. We have always received prompt communication and wonderful service. No complaints, which is why we continue to be happy customers. Two recent experiences have compelled me to write my first (long) review for this lovely business which is frankly overdue.

Approx three weeks before Christmas, I was dropping my son off at preschool in Lafayette. I wasn’t able to lock my van doors so I quickly signed my son in and returned to the parking lot to find my van would not start. My key fob was out of battery. I called Honda WCR and the gentleman at Parts advised me to put the key fob next to the Start button. The engine started and with much relief, I stated I was heading over there right away to replace the fob battery. After replacing the battery, he said it is typically $5.95 but he would not charge me that day in the spirit of the holidays. I was blown away by the kindness and should’ve written my review then. I didn’t get his name at the time, however after recounting my experience today, I believe it was Lester who helped me. (Thank you!)

Just last night, the rainy Monday after New Year’s, I was at Target in one of the drive up/ order pick up spots. The parking lot was a zoo and we waited almost an hour for my purchase to arrive. (I contemplated many times going inside to pick up the order with my 3 young, antsy kids but I was committed to the drive up and couldn’t cancel my preference.). We had the engine off and the radio on the entire time. Once I got my order, I was ready to finally leave the place but the car would not start. All indications were that the battery had died. It was 515pm. I called nearby Honda WCR and within 10 min, Steve arrived with a portable jump starter to assist. After 10 min, the van started and I expressed concern about the van making it back to our home on a hill, 20 min away via freeway. We decided to take the van to the shop and Steve offered to drive me and the kids home in the courtesy shuttle van. But then, the van would not start again. Shortly after, a gentleman appeared who I assumed was a shopper. He and Steve worked on my van for another 20 min in the drizzly rain, pulling up his SUV in the parking spot across from mine to help jump start my car. When it started again, I was so appreciative, I asked the gentleman’s name. He replied, “Gordon.” Then Steve added, “he’s the owner of the dealership.” (Amazing!) Gordon and Steve followed me to the shop. It was a little past 6pm, the time Honda service center closed, but several people, including David, stayed back to make sure my van was checked in for service. My husband was able to take us home.

This morning, I receive a call from David that my battery has been replaced and my van is ready. To be honest, I was expecting an exorbitant quote based on the ordeal I put everyone through, but David quoted a “parts only, no labor” charge and even added a 10% discount! Completely reasonable fee. In addition, the battery has a 100 month warranty, apparently the best in the business.

These two “above and beyond” experiences have proven to us that Honda Walnut Creek is committed to customer service and satisfaction as their top priority. The kindness and generosity shown to me gives me renewed hope for the New Year. Thank you, thank you to Gordon, Steve, David, Lester and all the lovely people at Honda Walnut Creek for helping a frantic mom out when she...

CAUTIONARY TALE FOR ANYONE CONSIDERING DOING BUSINESS WITH THIS DEALERS SERVICE DEPARTMENT. Purchased a new vehicle (2012 CRV) from Walnut Creek Honda (WCH). In 2015 the car began making a bad grinding noise at cold start up. Brought it to WCH who confirmed the next day that the grinding was observed on cold restart. Advised that they thought it was the VTC sensor and that American Honda Engineering was investigating the issue, but there were no fix at that time. They also indicated that their mechanics didn't believe there was any damage occurring to the engine because of the noise.

Over the years we lived with the embarrassing noise. WCH nor American Honda ever communicated with us that they had a fix for the grinding noise. All routine maintenance was performed on the vehicle as required. Fast forward to 2024, and we contacted the WCH for the recommended, and more significant 100K mile service, and asked them about a repair of the continuing grinding noise. I showed them their invoice showing that American Honda was "investigating" the noise. They said that the VTC sensor was the suspected part of the emission system, and that the warranty expired at 70K miles. I told them that we were never contacted to complete warranty repairs on the vehicle. They said they would contact American Honda regarding the circumstances. Upon completion of the $1,900 major recommended service work we picked up the car. They said it was taking longer than usual to hear back from American Honda regarding the VTC warranty issue. Several weeks and multiple calls later I was informed by the Senior Service Manager, Brock, that American Honda would not honor any warranty work since the car was beyond the 70K miles. "Well as your customer Brock, who was never informed there was a fix, you certainly are going to complete the repair at little to no cost, aren't you?" He said all he could do was offer a 20% discount on the $1,200 repair. Excuse me, this is simply bad faith management. Their service paperwork clearly shows that we notified them of the problem when the car was well below the 70K, they acknowledged the suspected problem, but never informed us to bring the car in while under warranty. Now they want us to pay $1,000 for the warranty repair? THERE WAS A REPAIR PROCEDURE ISSUED BY AMERICAN HONDA (Service Bulletin 10041669-6712, AND WCH MADE NO ATTEMPT TO NOTIFY US OF IT. Now you won't honor the repair work. Shame on you.

UPDATE: I was contacted by the owner of the dealership, Gordon Walton, who was very apologetic about my experience with the service department. He seemed very genuine about the lack of communication on the part of the dealership and American Honda. After discussing the matter we agreed to an amicable solution to getting the necessary repair completed. The work is complete and I am very appreciative of the follow up by...

I have never been to this place so maybe it's different when you're in store. But I had a couple of employees of this branch, one of whom I believe was management, come to my house to take care of a warranty issue. And it just could not have been a worse experience. They showed up unannounced at about 7:50 am. We don't get off work until midnight so my husband and I were both still asleep. Nevertheless, the two employees banged on our door and rang our bell for - not exaggerating - probably 2-3 minutes. I know this because it woke me up. Dudes, shades were drawn and all lights were off. Get the picture. They left a notice on our door that they were there to service a warranty issue on my husband's car. Later in the morning, I called them, talked to one of the guys, discussed the issue and told them that I was going to take car to a local Honda dealer to address the issue, which I was already aware of. Everyone seemed happy with that conversation and the issue felt resolved. However, a week or so later, they came back. Again, unannounced. I was under the weather and was literally on the phone with my doctor when these guys showed up. They banged on the door, rang our doorbell, yelled, "I know you're in there!" for - again, I'm not kidding or exaggerating - probably five minutes. Again, I was on the phone with my doctor, sick, and couldn't come to the door. I called them back when I could and they were still parked outside of my house and demanded I come to the door so they could fix the issue. I reminded them that I had already discussed it with them and told them that I would handle it in my own time. Since we work very unusual hours in our house, we need our car ready to go and don't often have time for work to be done on it. These guys said they had driven up from the Bay and they absolutely had to take care of it. They were unbelievably belligerent and rude to my face and wouldn't leave until I gave them the keys to the car. They did not apologize but instead did their best to make excuses. I wish I remembered their names so I could call them out personally, but I don't. I tried to look up the employee list on their website but it was nowhere to be found. I would have preferred call the branch and address it over the phone. Like I said, I have never been to the Walnut Creek branch, but I have had interactions with two of their employees and they were so very, very terrible. Clearly did not care about their customers whatsoever and tried to make me feel like I was somehow putting them out. Just awful. Highly recommend you go to another...