Norm Reeves Honda Superstore Irvine Auto Repair Service

Omar was super helpful and professional. He did go above and beyond.

The noise we experienced has been reduced, but it is definitely still there. On other words, I believe they fixed the problem partially, but the problem still exists. Nate was great however in explaining things to us.

Mark was great, kept in contac with me, during the time my car was in the shop. He explained why the part took so long to get because of covid and the recall of the air conditioner part..i rhank him so much and Honda too..The honda auto center was great too.

Kevin- went out of his way to ensure my happiness and did everything possible to make that a reality.

Dominick Dillon had a positive attitude and was generally a very kind person. Dominick was very helpful and patient. Thank you Dominick!

To Whom it may concern: I work as a full-time teacher and my husband has been unable to go to work for over half a year due to the pandemic. As you can imagine we are all in a pinch financially. While I understand Honda may be in a financial pinch as well, my recent experience at Norm Reeves Honda left me feeling like there is a lack of accountability with the mechanic’s labor charges and inefficiency in procedures. For various reasons, I do believe was overcharged and I am seeking some sort of resolution or at least a partial refund. My reasons for not disputing the charges during the call placed on February 5, 2021 was that I was given short notice of major problems that immobilized my car and I do not like to raise dispute with middle-men. Therefore, I agreed with what was already in motion feeling otherwise trapped. The first item of concern is the freight charge of $40 for common parts that should be available to any Honda dealer or local warehouse. Perhaps I missed the mention of that freight charge over the phone. However, I understand these are not specialty parts - alternator, tension rod, valve covers, serpentine belt. The second item of concern is your technician did not address the initial failure of the alternator until the new alternator was installed. There should have been better overlapping procedures to render a more cost-effective labor repair. Matthew told me Friday February 5 that your tech found an oil covered alternator upon removal and pointed out the alternator failed because of this. When I saw this old alternator upon its return to me the following Monday, I could certainly agree it was covered in oil and likely failed because of that. However, in the same conversation on the prior Friday, Matthew told me the tech already installed the new alternator even though the tech clearly understood the severe problem of the leak onto the old one. In Matthew’s words, “your car is not drivable, and we refuse to turn on the car with the new alternator because oil will spill onto it.” He went on to say that the tech would have to remove the newly installed alternator to access and replace the leaking valve covers. He told me in that same conversation that I would be charged for the removal of the new alternator and re-installation. To my knowledge, it is not necessary to remove the alternator to install valve covers. It also appears that I was charged for 1 hour to diagnose the alternator and 1 hour to diagnose the valve cover. To my knowledge, most shops waive the diagnostic fee when this is not the only service performed. With pneumatic tools, the job should be 3 to 4 hours tops. Had I been informed of the oil soaked alternator upon its removal, then I would not have agreed to purchase and install an OEM alternator. I would have quickly opted for a Denso alternator to redirect my funds to cover the valve cover replacements. For the fact it was already installed by the time I was informed of the issue, I felt there was no choice but to work with what I first requested. I had no idea my engine had a major leak to what Matthew described as my regular parking spot has no oil stains. The third item of concern is the tension rod broke in the process on Friday February 5th. To my understanding these only break when turned in the wrong direction and they break instantly due to the sheer force. Matthew communicated the piece was weakening over time and it must have degraded from prior non-Honda repairs. As you can see, the only possible answer I could give once my car was in your hold is “yes”. I didn’t have the option to dispute as my car was immobilized by your team and disorganized procedures. Lastly, the service rep said my car had to be held over the weekend due to the need for ordering additional parts for the repair, which gives me the impression your team wants to look as though they are doing a lot of work to excuse the unusually high labor cost. I’ve been a loyal fan of Honda cars since the 90’s, with my first car being a 96’ Honda Accord. I believe you’d agree these cars are economical and dependable. My hopes are the same for your dealership. (Pictures of the old oil soaked alternator are available upon request.) Thank you for reviewing my concern. Kind regards, Daniela P

Mark was very helpful, knowledgeable and professional

Always on time, respectful and explains well. I appreciate that everyone wore face masks and that there were plastic - plexiglass dividers too. I felt safe.

Thank you Dominick, The one thing your Technician didn't check the wiper water tank was empty I filled it up myself thank you

Nice & friendly

My Honda representative was appropriately friendly and communicated in a clear and professional manner. Well done!

Great customer service! Very friendly and kind!! Thank you!!!

Awesome service

Completely satisfied!

Appreciated the updates Matthew gave me and the quick responses to texts.

Matthew was very polite and courteous. He does his job well, and he knows how to interact with his customers. He always had a smile on his face when he was helping me learn about my car.

Mark us so helpful and kind!

Nathan has a very great work ethic. Thank you so much!

Omar was friendly, helpful and kind. Great customer service. 10 out of 10. Thank you for having amazing employees like Omar Cabrera, made the service experience very much appreciated.

Omar very experienced person and always help and explain me the situations about my car.I’m appreciated with his service