Honda Kawasaki of Santa Monica

T. M September 20, 2010 10:50 AM
Bike were taken to service for insurance claim repairs after a rear end collision. After parts were ordered, most arrived except "a few parts". Weren't told what that parts were until 3 weeks later, turned out to be the rear fender. I was told that there were no rear fender for my 2009 VTX 1300R in this country and have to be made and shipped from Japan???!!! After @ 4 weeks of waiting, I had to E-mail the top Exec's of American Honda Motor Co. to get some satisfying answers and filed a complaint of poor customer service. That was Friday before Labor day weekend. On Tuesday after Labor day, I got a call from American Honda Motor Co. and were informed that the rear fender, which weren't available in this country just a few days prior, were delivered to the dealership that morning...amazing, isn't it? When I picked up my bike on Wednesday morning to return to AZ, Bike was left filthy, they offered no documentation upon pick-up, which I had to ask for a copy, and the service personnel were uncaring and indifferent towards me or my wife. Upon returning home, while cleaning the bike of filth they left, I noticed that the petcock on the gas tank were in "reserve" position the entire trip back home!!! Lucky for us, that I actually payed attention to my mileage on the tanks of gas, we didn't run out of gas in the middle of deserted stretch of California/Arizona desert!!! Bike were left at the scene of the accident with only @ 59 miles on a full tank of gas. Why was the petcock in "reserve", I don't know...I never once ran out of gas on the way to California and had to go to reserve, go figure... Although the service manager were friendly enough on the phone, he wasn't forthcoming on the status of my bike. He weren't made aware of the real status or cared enough to look into the situation of "why" there were no part available in this country for this mass produced, made/assembled in Ohio, USA motorcycle? I can't figure it out. I understand they want to use "genuine Honda motorcycle" parts but, I was out of State customer, without a ride and had my week's vacation ruined on the very first day in California. So, why can't they look for other source of parts in situation like this? I found a "used" rear fender that would've fit this bike only 23 mile from their shop? I was told that it won't fit my bike because of different year model. I am the customer, the choice of parts is mine and the insurance to decide, not the dealership. I'm sure this will never make it to the actual testimonials section and be discarded, BUT... I WILL NEVER GO BACK TO THIS DEALERSHIP FOR SERVICE EVEN IF MY BIKE BROKE DOWN IN FRONT OF THEIR FOOT STEPS!!!

lew April 14, 2010 06:05 PM
Honda of Santa Monica www.honda-sm.com 4110 Lincoln Boulevard Marina Del Rey, CA 90292-5616 (310) 822-1045 Consumer alert!!! This shop will, lie, cheat, and tell you half truths to get you to buy one of thier overpriced cycles. The store Manager and Sales Woman will tell you whatever lie they can muster up. Truly one of the WORST customer service eperiences i've ever had. They will pressure you to fill out a credit application to give you a good idea of what the cost will be. Then they get the info and tell you they wont run it unless you BUY TODAY!!! Ask for the info back, they'll tell you to go to hell. Thanks Honda of Santa Monica! I'll make sure everyone that reads knows how you work. Found the bike that according to Honda SM said dosent exist, in Redondo. Customer Service at its worst!!!