Norm Reeves Honda Superstore Cerritos Parts Center 18500 Studebaker Road, Cerritos, CA 90703

"This has been the most inconvenient and unacceptable experience. We dropped off our car Friday morning 12/8 - appt was 8:20am. We did not receive any updates all day on Friday. I took the initiative to call the dealership Friday afternoon roughly 3:30pm but never received a call back, since the lady who picked up said the technician, Robert, was in the middle of something. Unfortunately, Saturday, we again did not receive a call. We did attempt to call again, but this time the multiple times we tried calling throughout the day, the lines were busy. Since we did not know the status of our vehicle, I ended up borrowing a car and driving to the dealership to check what's going on. Sadly, Robert was not working the weekend (from what I was told) and did not leave any notes as far as updates on the vehicle. I was told by the tech assisting me that "they were not able to duplicate the problem" we were explaining had happened and that I'd be able to take the vehicle already if I wanted, but he essentially didn't know what had happened or if it's been worked on. He also used the excuse that Robert was new and probably did not know the expectations still on adding notes. I said I did not want to take the car for safety reasons, in the event something would happen on the drive home. I was told Robert would be back on Monday and could receive an update on the vehicle then. We received an update Monday morning and was told that Robert "left notes in a different section of their system". Ultimately, we picked up our vehicle on Monday afternoon after the work had been completed. It has been such an inconvenience not having a vehicle and not being able to plan ahead of time. These inconveniences that were experienced could have simply been prevented by communicating updates. It would have been okay that the car was not yet worked on or not yet finished, but there was not a simple 20-second phone call to provide such information, and my family could plan transportation needs ahead of time. It's a shame to have had experienced this as my entire family have been loyal customers to this Norm Reeves dealership/branch."