Business ProfileforSerra Honda

On May 4, 2023, I had scheduled a 10:30 AM appointment; the odometer on my 2018 CRV read 10,023 miles. My appointment was to address a seatbelt recall and an air conditioner check (covered by my extended warrantee). While there, I scheduled an oil change as well. The total charges should not have exceeded $60. The service agent, ****, took control of our appointment, and we waited 90 minutes for any information. Initially, we were told that the service would take about 2 hours. **** finally presented a list of recommended repairs totally over $1100! including a front-end alignment, replacing the brake fluid, brake “maintenance” service, and an air filter change. He presented each issue as if it were a serious matter, and I finally agreed to the “brake maintenance” portion. **** indicated that the work would require an additional 2 hours, and offered to transport us to a neighborhood restaurant. He declined our request for his cell phone number, and told us to call Serra for our return trip. We agreed, were delivered by a driver, had our lunch, and attempted to call for a return trip. No one was available to answer the Service phones. Abandoned, my caregiver and I WALKED back to the service center. I am 81, and on a cane. There are no sidewalks, so we had to walk in the street. Upon our arrival, now about 2 PM, we were informed that the car was still not ready. **** offered a loaner, or we could wait another 2 hours when the service might be completed. We opted for the loaned car, and a SECOND trip to Serra the next day. **** finally called at 5:30 PM to report that the car was finished, and that the charges were $207. A full SEVEN HOURS later, rather than the two initially promised. This experience represents the WORST POSSIBLE customer service. Whether a case of gender bias, senior citizen exploitation, or standard operating procedure, this is clear evidence that the poor reputation for service at an auto dealership is well deserved.