Honda of Watertown — Local services in Watertown

Besides Corey in the service department and the former General Manager, every single part of this dealership and service center displays levels of ineptitude I’ve never seen before.

Purchasing a car here in 2021 was a nightmare from day 1, when they sold me a used Civic with a dead battery, charged it just enough to get me home, and then tried to blame me for it when it wouldn’t start that night. Throw in a few other headaches (including being berated by the Used Car Sales Manager in the middle of the showroom), and it took the GM at the time stepping in to stop me from returning the Civic altogether. He acknowledged that they were at fault all along and made a great effort to get the car into proper shape so I was willing to squash my problems for the time being.

I moved out of state for the next 3 years and brought the car back for service upon returning to CT. I figured enough time had passed, a new GM had taken the reigns, and hopefully they had improved their service in between. Luckily for me, they got worse.

All I wanted to do was get my rim rash repaired since they sold me a tire policy with the car that would take care of it. What followed was 2 months worth of headaches and frustrated emails/calls that were never answered, as many others in these reviews have said. With the first appointment, the car sat there for a week before I was told to pick it back up again because they couldn’t do the service. That was after I wasted hours getting rides to and from the dealership with no help from them, since I now live in Southwest CT. After the initial mess up, they then called me and asked for the chance to “make it right,” only to leave me once again without a car or a loaner for over a week. More hours wasted going back and forth. When I finally received my car back, it was filthy and still had snow on it from spending a week and a half outside. They parked it with the sun hitting the passenger side, so it wasn’t until I got the car washed and home that I saw the brand new scratches on the drivers’ side. They offered to buff it out, so long as I drive another 2 hour round trip to get it done. Checks out.

This is not a reputable business by any stretch of the imagination and should be avoided entirely. I highly recommend that if you are having issues with this dealership, call American Honda and they can open a case. Jon, the current GM, was apparently out of town for weeks “on a meeting” that kept him from returning a single email or call, so don’t expect to get any progress from him. It’s a shame because I like my Civic, but I never want to be a Honda...

I bought a used/pre-owned car on 2/22/25 from this dealership with the sales agent (Alex S.) He’s a young kid not even 20 years old. He was cool and all but two days later after the “I’m excited about my new car” feeling settled, I noticed a strong vibration when breaking and at times the breaks would squeak! I called to speak to Alex but they claimed he was in transit, then he texted telling me he was on his way to another dealership. I called again on 2/26/25 and was instantly told my registration was not ready yet due to the title not being available yet. I instantly interpreted stating “the rotors are bad and the breaks are squeaking”! All while he rushed off the phone. Now, Alex also had my spare key that I was supposed to get when I came in for my plates and so on. Moving forward! I have proof of me texting him about the rotors and the breaks and him completely disregarding my concerns! So I couldn’t take it anymore, I walked into the dealership on 3/12/25 and was immediately greeted with full professional help by Mr. Alex Brown. We sat down and he took notes of each and every detailed concern I had and he spoke to everyone he needed to reach out to. Alex Brown then took me over to the service department and stayed with me to make sure I was not being taken advantage of. So Mr. Brown listened, understood and explained everything to Shawn (tall, slim and very pleasant young man). Shawn then pulled up my vehicle’s inspection report before I purchased it where it basically claimed that I am the one who caused wear and tear and I didn’t even put 1000 miles on it much less 500. Shawn then had it inspected again and saw that my vehicle came in with 24,479 miles making it still covered under factory warranty. Mr Alex Brown was very busy but made time to keep checking in on me to make sure my car was being serviced correctly and at no cost to me. I must say he was by far the most helpful, professional and honest person I met that works at this dealership! Shawn at service was also a very big help and they deserve more than a promotion! I am leaving the dealership today with my plates/registration, new rotors and no squeaky breaks. I am very pleased with these two young men. Mr. Alex Brown I highly recommend you manage the service department with Mr. Shawn advising. This place will fall if y’all are not there. Long story short Alex B and Deshawn aka Shawn are the best and I don’t see this place winning...

if i could rate this place lower i would. I want to preface this post by owning that I was so frustrated with my experience that i yelled at the poor service department who had nothing the problem i had. I posted originally my review about how frustrated i was about miscommunication about when/how i was able to obtain the spare key i was promised at signing. fast forward a few months later, i am in need of a spare key. They NOW tell me i had 10 days to get one. I was NOT aware of this policy. my sales rep marquise was not communicative about this window of opportunity, and told me 3 months after i bought the car that i needed to make an appointment with service. I never did because i am 7 months pregnant and didn’t think there was a window of time to get a key i was promised on two occasions, because no communication was had about it. when i complained about this, i was promised a call back from someone named skender. he never called me back. when i called again, i was reassured that i would get a call back and never did. this was on a saturday. i then had to wait all weekend with no information. very unprofessional. I call back, the sales manager, seth, was unbelievable rude. talking over me, telling me i shouldn't have assumed that my key would be overnighted to me (this is what i was told at signing). i approached him with curiosity just trying to understand what was going on and he continued to dismiss and be rude to me. i told him i felt like i deserved an apology which he then responded that he was not rude and isn’t rude and that i was perceiving it this way because i was upset. umh… gaslighting??? again, i was trying to understand the situation contractually. i was not cursing or yelling or being aggressive at this point and asked to speak to a general manager. He told me he would not transfer me and if i wanted to speak to him i’d have to find his email on the website. At this point, i just want an explanation and an apology for how horribly i was and have been treated. I wouldn’t recommend this place to anyone who wants to be treated with care and respect. i’m simply appalled by the lack of care i’ve gotten from a place i spent thousands of dollars. I am also so surprised how little management has cared about the customer service experience. I will be looking to refinance my loan to have no affiliation with this company....