Surprise Honda Auto Repair Service Center

Thanks for helping me out.

Nathan **** continues to serve me well.

Levi always provides great communication and great service.

Alfredo was a great help all the way through the process. Thank you

Levi did an outstanding job. He provided us with all the information we needed on the repairs needed. The work was completed earlier then estimated and at a lower cost then estimated. Very happy with our service and with Levi.

This is a wonderful dealership. I have recommended it to many folks. I am continually amazed by the friendly and competent service I receive. When the time comes for me to buy a new vehicle this will be my destination.

It was great. Very nice there Levi is great

Mr Al is professional, courteous, and hospitable.

I called the original Honda dealership where I purchased my vehicle (Prescott Honda) prior to coming into the Germain Honda of Surprise today. I called in regards to the warranty on my tires they advised me I have the 3 for 1 package which covers any tire damages to be replaced with new tires so long as a claim is submitted by a service advisor. They advised me that all I had to do was come in, get the pictures taken, and then that the service advisor would submit the claim themselves. With this information, I called Germain prior to coming into person to relay the information I was told and the person on the phone told me that instead of checking the tires they would just recalibrate my car. That did not make sense to me because I explained the tire pressure in my tires continued to drop after putting air in them so I assumed there was physical damage, why recommend a completely different service? Also, if I state I would like to come in for one service and one service to be done I would only like for just that to be done. I noticed this dealership like many others likes to just throw in random services and tell you anything that sounds good just to make a higher profit, especially as a woman. Eventually I explained to whoever I spoke with on the phone, I am going in for my pictures of my tires for the warranty company anyways just to be safe. When I finally came in person today (10/04/23), I spoke with a service assistant not advisor and she was very helpful. She took my car in and showed me exactly where the nails in my tire were and said they would just need to be patched up, but I could take pictures in case, also that there would be no charge for the patch. I was then assisted by Levi who also said that all that would be needed to be done was just the patches on the two tires, again at no charge. I said that was fine, and he advised me it would only take an hour (keep in mind I got there at around 2:30 originally). I waited in the lobby which good thing I did because there has been previous experiences with other advisors that just simply go ahead and do other services without asking if I give permission to that and then they go on to charge me a crazy expensive amount of money. As I waited, Levi then told me that the patching was not able to be done on only ONE of the tires because there were 2 nails found close to one another. I wish they wouldn’t have just told me “only patching would have to be done” because I was under the impression that this was going to be quick and fixable, now suddenly they said they couldn’t fix it. I understand stuff comes up, but I don’t like when things are promised I’d rather have someone tell me “we will look further into it FIRST, then let you know” rather than “we just need to do this and this, do not worry…. oh just kidding now it’s this.” Nonetheless, I took more pictures (keeping in mind that Prescott Honda said that the Honda themselves was supposed to be the ones doing this, but I thought to myself at least I will have proof of my own in case something goes wrong). I told Levi about my warranty, Levi then said he advised me to get new tires, not just one for the tire with two nails because he said this will all already be sent to the warranty company to guarantee coverage. So, he said he was going to make some calls to get the new tires and that way they would be covered and told me it was going to take a bit more time. The service was finally finished at about 5 o’clock. He went over the paperwork and told me they placed two new tires, he wrote the story for what I thought he was going to tell me he already submitted the claim and called, but then when he pulled up the report he said there would be a charge of $515 (with some cents). At first I was confused again thinking because of the warranty why am I being charged today? He then said I would have to be the one to call the warranty company MYSELF and submit the paperwork in order to get my full reimbursement of the services and tires today (so basically to cover the charge I was given today) after I have been told previously that HE would have to. At the time I was just shocked and figured well maybe he just doesn’t want to do it but it can be something I can figure out and complete so fine I will submit it for my reimbursement. I then called Prescott Honda AGAIN, and once again they told me the service advisor themselves needed to be completed, but they gave me the warranty company’s number. I called and of course the company was asking for all of the service advisors information and the dealerships to determine legitimacy of the claim. I called Germain Honda again to have them transfer me to either Levi or the service manager. I was transferred and neither ones picked up there phones, I left voicemails for both. I knew this would be a case where they do not call me back and not further assist me, the only way to get real help was showing up in person again. I had to drive all the way back to the dealership (mind you I had my 2 month old baby wait the 3 hours when I first came, so going in person again was NOT ideal for me). I showed up, Levi asked if I submitted the claim, and I told him that he had to be the one to call, he said his information was listed on the paperwork, but I told him AGAIN that HE has to be the one to do it because they were asking for employee ID information, tax information about the dealership, W-9, etc- which all could not have been completed by myself obviously. I then went inside with him, we went through it together so I can make sure it was all filled out and submitted. All that was missing was the W9 which he said he needed to wait until tomorrow (10/05/2023) to receive it and that he will email me. He said if I have any other questions I can call tomorrow after 2pm when it is less busy. I will be expecting that W9 to be sent to me ASAP at the very least tomorrow, if not I will have to show up in person again and demand for it to be given. It is very inconvenient having to get things done in person and only be taken serious in person. If I did not show up a second time today the claim would not have been done at all, and yet still I am the one having to fill it out and submit when it is his responsibility. I don’t think he was expecting me to return and complete it so that way Honda would’ve gotten money out of todays service, but no I WILL be getting reimbursed for the FULL amount of the service cost today. If I do not as I was promised and guaranteed with my warranty and what I was told today from my service advisor, I will be returning. I appreciate the kindness provided to me from the workers, but kindness should not be used in order to try to cover up any wrong doings.

Levi went the extra mile when I showed up without an appointment and pretty frazzled. He listened to my concerns and offered helpful feedback and suggestions without any pressure. Thanks for providing great service Levi!

Levi does a great job every time.

Levi great as usual, service faster than estimated!

Nathan provided me great service today!! June

Always great service!

Andre was very friendly, helpful, and supportive

It's criminal to charge 173.50 for a w minute diagnosis test when a parts store does it for free. I won't be back.

Victor was awesome. He walked me through the whole process of getting the timing belt replaced and I was very pleased with the result.

Victor was very helpful The best I have ever had

Great service

Andre provides excellent customer service im very satisfied and will be returning for all service