Honda Of Valley Stream — Local services in Town of Hempstead

On Thursday 8/28 I placed a call to this dealership asking if my wife’s 2024 CRV was under the free oil change umbrella provided when we purchased the vehicle because we needed an oil change. I was told that typically the range is two years or 24,000 miles — whichever comes first. I’m aware there are exceptions to that that certain dealerships can make (this is not the dealership we got our vehicle from) and I’d forgotten our exact vehicle agreement so I asked if I could check if this rule applies to my wife’s specific vehicle, at which point Akelia, who was very kind over the phone, asked for my VIN number — I was logically assuming that she was checking to see if my specific vehicle was within the window of a free oil change or not. She had apparently thought that she was checking to see something else entirely, and this unclear language is what led to our discrepancy.

She had responded telling me that I was indeed within the window of the ‘service pass’ and that this will expire on August 31st, which at that point was in three days. As a customer unfamiliar with the language that the dealership surrounds themselves with every day, I thought to myself, “great!” thinking we are still talking about the free oil change — thinking that my agreement at point of sale was, in fact, different than what she had originally specified — and I asked if there was an appointment that I could squeeze in before that expiry date so that I can receive the oil change. I was told there weren’t any appointments but I could do a walk-in on a service day from 7 to 10 AM by showing up with my wife’s vehicle.

Context is important here, and at a specific point our conversation seemed to have parted ways in what we were speaking about, but that was unclear to either of us.

I showed up bright and early at 6:50 on Saturday morning on August 30th, and was asked if I had an appointment by the gentleman intaking the vehicle. When I had said “no” that I was a walk-in, he opened his eyes wide in surprise and looked very perplexed. I found myself wondering why the question was even asked if this is our reaction to those who do not have appointments, and also why I was told over the phone that I could do a walk-in in the first place (which the service manager Tony later said they do not do, a second example of lack of clear communication between the dealership and customers).

The audio transcription of my phone call is available, 5-6 minutes long, and I had the pleasure of sitting down and listening to it with service manager Tony Vicente. It turns out, everything I had said was true — but Tony decided to argue semantics with me, choosing to ignore key points in the conversation and refusing to acknowledge where information became lost, all without quite listening to any point I attempted to make; repeatedly saying “what I hear is Akelia telling you that the service window was two years or 24,000 miles, whichever comes first” (which was precisely what was said, although then I’d asked if that applied to my specific vehicle, because I know there are certain exceptions to that rule in sales, which Tony also admitted to, and I was told that I could come in with my service pass before August 31st) in a stubborn managerial tone.

— Why would I ask to be squeezed into an appointment before an expiry date of an oil change that wasn’t free?

— I was on three hours of sleep and to be quite honest, if I was told that my car definitely wasn’t covered for another free oil change I wouldn’t have taken the time out of my day to drive there. And that would have been fine.

Today, this dealership lost a customer as a result of unclear language from a kind receptionist and the dismissiveness of a stubborn service manager — and refused to make an exception. In baseball, the tie goes to the runner. In Honda’s service industry, unclear language gets argued with and the customer goes home disappointed because the dealership didn’t want to take the hit for an oil change. This experience has left a very sour taste in the mouth of a customer that would’ve...

Last week I called and was very impressed with how nice, cordial, and helpful the Receptionist was. I explained that I had a Honda Accord to turn it as my lease was up. The Receptionist transferred me to another person and I explained the same to him. The person was very nice and asked if we leased it from their store, which I stated that I did not because we had just moved to the area a few months ago. He said "no problem, just bring it in on Thrs at 11." I thought to myself how easy was that! Well, that's where the cordial pleasantries end.

We showed up this morning at the prescribed time, 11am, and we were quickly greeted by a lady salesperson sitting closest to the Receptionist; from the website the only lady salesperson named is Clara Vanegas. I explained why I was there, and she asked if I was getting another Honda, which I said "not right now," because I was going to be traveling on vacation and didn't want the car sitting for three weeks without being used. No sooner did we finish saying "not right now" and you could see the warm, pleasant smile whisk away and she said "no, we can't accept your car." I explained that I had spoken with someone and they made the appointment for today at 11am. Not believing me, she asked for the name of who I spoke with, which I didn't make note of when I called. The lady salesperson then went to what appeared to be the main office to ask someone with authority. She quickly returned and said, "we can only take your if you buy one." I later spoke with a gentlemen who walked by and asked if I was being helped. Being a little annoyed at this point, I explained the whole thing again. He quickly said to me “I have 50 cars I’m waiting on Honda to pick up.” Personally, I would have been happy to find some place else to drop my car off had they just told me that from the onset when I called last week! Instead, I made arrangements to be free at 11am; I asked a friend to help me with a ride back, as well. I had to inconvenience someone unnecessarily to help me, and prolong what has been a previously easy process. I’m sure if I was there for an expensive service on my car, they would have found room for a day, or two, while they worked on my car. Since I was delaying my next Honda lease by three weeks, they held steadfast to their position and didn’t make an accommodation that was promised over the phone the week prior. I called Honda Corp and they couldn’t help with anything more than helping me find a dealer nearby willing to help. Frustrated, I decided to go back to my originating dealer and dropped my car off there. Sadly, the issue has now caused me to be a bit over my miles; i.e. about thirty miles, or so. I’ll have no choice but to gladly pay it, even though, I would have been under by a few had Honda of Valley Stream honored their word. I’m sorry to my friend for setting back his plans for the day! I’ve turned in cars before and never had such disconnected double-talk as with Honda of Valley Stream. They advertise themselves as being a different, more customer-centric type of dealer but all they’ve displayed by their actions, thus far, is that their rating of 1.8 stars is well-deserved. They are far from caring one bit about loyal Honda Customers. I WILL DRIVE TO MY OLD HONDA DEALER FOR MY NEXT CAR when I return from vacation. I don’t recommend this dealer; however, I hope your experience with them is...

I will say; it started out as a good experience. Latoya was very helpful and patient as I was juggling with leasing a new car or financing my old one. I even told her of my experience coming to their dealership when Manhasset had really turned us off with my mother's purchase and my lease 3 years ago. I decided after that I would finance my own car and Latoya set me up with the preliminary items. However, after that it went south. After waiting an hour for the financial team, we found out that there was another person waiting ahead of me and apparently he was the only financial adviser working on a SATURDAY. Latoya asked if I could come back at 6pm (we had been there from 2pm and now it was 4:15pm). I said no and was ready to walk out. The financial adviser (who I will leave nameless as to not embarrass him) raced out of his office and informed me we could do it over the phone because he was backed up. They had me sign the document to get the title work ready. That was at 4:15. I left and went home. I called back at 6:55pm after never hearing from anyone (because they close at 7pm) and told the person on phone I still hadn't been called. Five minutes later, he called back stating he would call back at the end of the day. He returned my call at 8:30pm (mind you this is a Saturday night), seemingly exasperated, and we did the process over the phone but not before quipping "some good advice.... do not come in on a Saturday." I informed him I am a working person, and so are most people, which is why we come in on the weekends. He promised to follow up with my insurance the next day because we would be using a different finance company for the car than Latoya had coordinated with me. After hearing nothing AGAIN, I emailed him back on Monday, asking if he reached out. He told me he had not, he was backed up again and something about Honda holding him up on the phone and asked what he wanted me to do. I ended up calling back on my own insurance and setting it up on my own because I wanted it complete without the excuses. AND I had to email him again because they did not include the correct address for the other company. To be perfectly honest, financial adviser in person did nothing more than Honda Financial or corporate could have done over the phone. And if financing your car is an option over the phone, corporate needs to do this more often as to avoid having people come in unnecessarily.

BOTTOM LINE- the place is clean, (spotless actually) sales associates were friendly and helpful, but from the words of Honda's own financial adviser... "do not come in on a Saturday." They do not have enough financial advisers working, so you need to either get in there at the crack of dawn, or go after (or before) your work day. And btw, the issue I had with the Manhasset location was BOTH the sales associates and the financial advisers...

HONDA really needs to hire MORE financial advisers or put more on staff on the weekends when working people are more likely to come in. Just...