Review for Honda of Downtown Los Angeles
I’ve had a very frustrating experience with the service department here, and honestly the service has been day and night.
I purchased a certified used 2021 Honda CR-V, expecting peace of mind. A few months after buying it, the AC unit failed and had to be replaced under warranty. During that visit, I was initially made to feel like I might have to pay for a very expensive repair. That situation caused me a lot of stress and even a panic attack before it was finally confirmed as covered under warranty. That alone was not a great experience for something that should have been handled clearly from the start.
Now I’m back again for another issue — an axle seal leak, which is also covered under warranty. However, I was told that because of this repair, I would need to pay $269 for a transmission fluid flush, even though the transmission fluid was already serviced at 65,000 miles and my vehicle is only at 82,000 miles. The fluid is not due for replacement, and the only reason it’s being addressed is because of a warranty-covered repair.
What made this experience worse was the response from the customer service representative, Eddie Martinez, who asked, “What is a major issue?” This comment felt dismissive and like my concern was being downplayed. Whether a repair is considered “major” or not should not matter — the transmission fluid replacement is being required solely because of a warranty repair, not routine maintenance.
To add to the confusion, I was later told not to replace the fluid at all, even though the vehicle has been leaking oil. This raises serious concerns about the logic behind the repair recommendations, as well as the safety and long-term longevity of my vehicle.
I expect a call back as soon as possible to clearly explain the repair decisions, the warranty coverage, and how this situation will be resolved. I chose Honda because of its reputation for reliability and customer care, but my experience here has left me feeling stressed, uncertain, and unsupported. I hope Honda of Downtown Los Angeles takes this feedback seriously and addresses these concerns promptly.
Had an appointment for 9:30AM, arrived at 9:25AM. Wasn't checked in by a rep until 10:15AM. Was quoted 3-3.5hrs (1-1:30PM ETA) to complete an oil change so requested for a shuttle. 10:30AM no shuttle, so went back to the desk to request for a shuttle. Get a shuttle by 10:50AM and get dropped off by 11:30AM. 30 minutes after I get home, I get a call stating that my car is ready. Would've stayed at the service center if I knew it would've been ready in an hour. Spent $20 taking an Uber back. Tony, the rep that helped me was great, but whatever system the service center has in place is flawed. Should take customer into consideration. Time and money wasted.
Horrible wait for everything I made an appointment I arrived 15 minutes before my appointment time and still waiting 40 to get helped then got called to go pick the car up only to arrive and wait an extra 40 minutes for them to bring down my car
Horrible wait times, second or third time I’ve left my car for an oil change and they told me they had to keep it until the next day. Then I have to cancels all my plans and they can’t even pick you up from home after service is done. They never told me when service was done or when it was gonna be done. I had to keep calling to even know what was happening to me 2023 accord. For an oil change.
DO NOT GET A CAR FROM THERE! They really don’t even have answers from the finance department to even determine if you really get a car or not. They have you leave thinking you been financed and then call back about a month later saying you have to the car back. Running your credit to see if anybody will be picking up after you leave
During this visit in December ‘24 I was helped by Edwin Hernandez. He was very polite and answered all my questions. He also arranged for me to be dropped off at home while my vehicle was worked on. I did a break fluid exchange and a transmission fluid exchange . My car was treated well and kept clean inside .
All I can say is they definitely have me as a lifetime customer for my vehicle's service 2024 Civic Sport Touring Hatchback. Went in for service and had a little situation after receiving it back, Service Manager Sarah made it right today with no issues, no questions, took my car, and fixed it at no cost. I really appreciate that she went above and beyond to remedy the situation. Amazing customer service and will definitely have me returning for any service my vehicle requires for its lifetime. Also, I appreciate Eduar Brito for also taking care of me and offering to help me install maintenance parts !!!!
Don’t ever come here lol. They will make you wait hours despite having an appointment and then when you show up to get things fixed they’ll tell you they mysteriously have no record of you ever getting your car inspected. It is a practical joke at this point, half of their staff stands around doing nothing and wonders why they are so overworked and understaffed.
Genaro Bravo was professional and very informative when I dropped off the vehicle. He was also detailed when I picked up the vehicle and explained what I needed next. He asked me to let him know if I needed anything else. It was a great experience dealing with him. I appreciate his customer service and attention to detail.
Mark made going to get your car repaired a dream and it went far better than what was expected. My car was taken care of and Mark made me feel at ease and kept me updated. He also recommended a smog test which I didn’t know was offered, but was willing and appreciative. Thank you!
I’ve had my car serviced twice for an oil change and every representative and agent over the phone has been so excellent ! I had a smooth experience. They scheduled me in very fast and had my car ready when they said it would be. I would recommend this dealership for services.
I had an appointment scheduled for 10 am on a Sunday for a basic oil change and tire rotation and of course they inspect the vehicle as well. I didn't end up leaving until about 1:30 or so. I've never had to wait 3.5 hours to have my vehicle serviced and I only take it to Honda dealerships. Once my car was done, I started it up & noticed the low oil warning was still there so I had to go back into the office to let them know and they had to take it back up for them to reset it. The staff was very nice and friendly but having to wait so long for a basic servicing with an appointment was a little excessive.
My car needed a battery replacement, Jimmy, was excellent at de-escalating the situation and making me feel at ease since I had been having issues. Since replacement I haven't had an issue. Loved Jimmy's customer service.
Walking into this dealer is extremely disorienting - there is loud music playing that makes it hard to read documents and think clearly. They call themselves a volume dealer so they want to make deals quickly without much back and forth, which can be good but feels very pressuring. Because the dealership is in the middle of an urban area, there isn't the sprawling car lot you'd associate with a dealership. Their cars are all in a parking garage, so you don't have much time to look at the vehicle without them whisking it away to be re-parked upstairs. The parking lot has a lot of traffic with cars for sale and customer cars, so it's hard to spend the necessary time to inspect the vehicle.
I found them to be dishonest about the KARR alarm system, which they sell as a required add-on but is not really a benefit to the consumer. They said it was required, but in the financial paperwork it is listed as something optional that I opted into.
There were several issues with my certified pre-owned vehicle purchase that they promised to fix after purchase. A dent was fixed in a timely manner, but a tire sensor issue required me to come back to the dealer 5 times because the mechanics did not listen to me and just kept resetting the tire pressure light, when the issue was something else. My salesman Tony was responsive at first but then just started ignoring my messages.
I would not recommend this dealership.
My experience with Honda is that everyone is always nice and courteous. They are also efficient in what they do. Having an appointment makes it easy too get waited on quickly. Thank you for you service. They take to my car out and told me what the problem was. Honda
Dear Clayton,
I am writing to follow up on my service experience today, Sunday, April 14th, at the Downtown Los Angeles Honda Service Center.
I arrived at 7:00 am for an oil change and transmission fluid change. During check-in with Jerry Velasquez, I specifically requested confirmation that photos would be taken as part of the five-point inspection for transparency regarding my car's condition. Jerry assured me photos would be included.
While impressed with the service speed – my car was ready by 8:30 am – I was disappointed to learn upon pickup that no photos were included in the system.
This unfortunately mirrors a previous service experience at this location. After receiving paperwork indicating everything was in good working order, my car battery died shortly after. Following that incident, you addressed my concerns by refunding the service cost and covering the new battery.
Given this past experience, I rely on the five-point inspection photos for peace of mind. Photos being absent raises concerns about whether the full inspection was actually performed. Jerry mentioned the technician, James, might have been running behind due to the late 7:20am opening.
As a loyal customer, I value professionalism and transparency. Unfortunately, this is the second instance where promised photos documenting the five-point inspection were missing.
Considering these repeated issues, I would appreciate your recommendations. Is there another Honda service department known for consistently honoring advertised services and providing photographic evidence of completed inspections?
Thank you for your time and attention to this matter. I look forward to your response and a solution that ensures future services meet my expectations and those of other valued customers.
Sincerely,
Raul Cienfuegos
I bought a car from them a month ago and man— they are the WORST! Lol Ruben, Aileen, Gus. Do NOT do business with them. They ignore phone calls, never get back to you - the dealer Ruben even gave me his Instagram saying message him anytime if I had questions . The man left me on read for a whole month 😂 I had to call the actual office to connect me with him and when k finally connected with him and asked why he was ignoring me he just said “My bad” ???? Huh ? Meanwhile I talked to a manager the same day and he helped me get my problem squared away . But they are bad about explaining things , they don’t elaborate on the perks or anything in the contract . I’m still trying to get ahold of someone til this day! Nobody really knows what they’re doing and they are not on one accord at all. They’re just clocking in and clocking out . This is not a cohesive branch at all.
Great costumer service. The best attention I have received at a dealer ever. Chris Segura was the best salesman. Diligent, explicit, and caring about a mature person shopping a car by herself. I loved the way he took care of the deal. In regards of Dan, the financial gay, he is knowledgeable and fast with all the details of the financial paperwork.
In general, great experience. Highly recommended this car dealer.
Happy to say that I am the owner of a new Crv Sport L the experience was great hassle free the best experience I have ever had at a dealer ship. Special thanks to Chris Segura that got me in to the exact vehicle I wanted exact color and at the exact price that I needed!! And all in under 4 hrs from arrival to drive off the lot in my new car. 10stars
I came for an oil change and waited 3 hours. Carlos Rosales was responsible for calling me and lied to my face saying he did call me but my voicemail was full. I have an empty voicemail and I had service ,so he was clearly lying and laughing about the fact he made me wait in the waiting area for 3 hours. Inconsiderate and rude he was. I asked what time my car was finished and he said,”30 minutes ago.” But on the paper it said 1 hour ago!! What a waste of time.
I receive excellent Customer customer service From Eduar Brito. He was very polite, patient and professional. Also, he was knowledgeable of what I Needed. The establishment is very clean. I will recommend this location to my friends and family members.
They were very helpful and super straightforward. My advisor Neil was great and explained everything very well and was honest. When I asked for updates he would respond right away. Thank you Neil!
I went to Honda for a tire rotation and wheel alignment because of a feeling of instability in the car.
The staff member talked me into purchasing a more expensive service - a wheel realignment and overall diagnostic check. I waited 90 minutes, which was fine.
I come to retrieve the car - the paperwork is lost, causing a delay. As I’m leaving, my car alerts me that my tire pressure is low. I have to turn around and go right back. They tell me it’ll take 20 minutes max. I waited almost an hour, causing me to miss an appointment. The worst part is that my car still feels wobbly. No apology, no offer for a refund or any kind of way to fix their numerous mistakes. I would never recommend anyone to visit this place.
9527 S Alameda St, Los Angeles, CAAuto wrecker
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