Serra Honda Grandville Auto Repair Service

Negative experience. I arrived to the service area and was not greeted for a short time, eventually a young woman came over. I told her I had a 4 o’clock appointment with Dwaine and when she left to let him know his appointment arrived, he started to make his was back to his desk where I’d been waiting. Told me to ‘hold on’ while he finished up some other paperwork. Once he finished that and looked up to greet me, we went over to my car and he began to take down information about the issues I was experiencing. He told me almost immediately that the SRS light was probably on because of the damage to the front of my car, I told him that the damage occurred 2 years ago so I didn’t think that was the reason. Dwaine also made a point to question me about my mileage history because the notes for my car were odd, asking me why my mileage would have changed so drastically up and down. I told him I wasn’t sure, that I don’t really keep track of my mileage but I agreed that it was weird. He said “whoever took down the previous information must’ve had fat fingers” because of the typo. Funny enough, he helped me last time which is why the woman who made my appointment scheduled me with him. He was short with me when I was asking what the diagnostics would go over, seemed irritated by my questions. I waited for about 45 minutes, saw many people who arrived after me called back by their service advisor. I assumed it was almost time for my car to be done with diagnostics, and started to look around to see if my car had been pulled around. Went out and asked Dwaine if my car was almost ready and if they had an idea of what was wrong, he had the diagnostic report back but said my car wasn’t ready and that’s why he hadn’t come to check in with me yet. He said he could tell them to cut the diagnostics short and bring it out. Picked up the phone to (I assume) call the tech and slammed the phone down when they didn’t answer. He went to the back to check on it and when he returned in my car, he drove it around next to his desk at a faster speed than I have ever seen someone drive in a repair garage. I was asking questions about what the failed sensor that the diagnostics found would mean for my safety and if my vehicle was safe to drive. He said whether or not my car was safe to drive was up to me because I’m the driver. That because the warning light was on, none of my airbags would deploy. I asked if I could have the repair done today, he said no they’d have to order the parts, which I totally understand. He was extremely harsh when explaining my options and honestly throughout most of the interaction I had with him as well. I did speak to the service manager Xavier who was extremely kind and explained what all the repair would entail and how the failing sensor would effect the safety of my vehicle until I get it fixed. By comparison I realized Dwaine gave me very general and incorrect information about what was wrong with my airbag system. Still disappointed with the service Dwaine provided at your location. His demeanor was unprofessional and off putting, not something I’d expect from a Honda Dealership.

Shawna was awesome she help take care of the issues I had very quickly and answered all my questions and was very polite and courteous.

We were very satisfied with the repairs we received today. Thank you very much Dwain & technicians!!

Always great service! Danielle is so nice and always keeps me informed.

Randy was great and was very helpful thanks for getting us on our way. Honda is the best!

It was fast and great service thank-you

Danielle did a great job! Thank's

All was good, the bundled service and the fact that Randy helped right away with the price. You guys rock, I’m hopeful that we can get rid of the last bit of ticking on the Pilot.

Randy was amazing! So friendly!

Awaiting parts to fix problem.

Shawna is great I will keep going back to her.

I did have to bring back my vehicle, for reason I brought in first place. Problem was fixed.

Thank you for serving my vehicle.

Cost & time were less than estimated . No complaints here.

$120 worth of service checks were done on our vehicle before we were notified about the potential charges. That’s not acceptable and not OK. We were essentially forced to pay $120 to hear what we already knew was wrong with the car. This will be impacting our future business with Serra Honda, because we don’t feel like these charges were justified.

Awesome job! 100 percent satisfied and thankful it was all done so quickly. Thorough explanations, costs understood, and delivered on schedule. New to the are and had previously dealt with the other Honda dealer near my house. I will always drive the thirty minutes to Serra for all work and oil changes here on out.

Dwain was great to work with, kept me posted on status of vehicle and estimated cost

Randy did a great job, however when I initially scheduled the repair, the scheduler stated it was going to be a 2-hour repair and it became a longer one.I definitely appreciate the great service and the care they took on my vehicle, however it would have been nice to have an update as to the progress of my vehicle, as I reached out in the online chat and responded to the initial text I had received without getting any feedback or answer. Again, Randy himself did a great job. I just wish the text that said to respond with questions and the online chat forum could have at least responded with and update or a simple "call your representative." Thank you!

it was okay although randy was the only helpful person and I did receive some attitude from a few people who answered the phone.

Always dependable service. Great job.