Recent Reviews from AutoNation Honda Thornton Road

I purchased a 2016 Honda Civic from them in 2018 not realizing the AC didn't work until the Summer months. I tried getting this fixed via recall i received regarding AC Condensers and leaky hoses within this model. The Service manager Tim declined to fix it and said the car appeared to have been in an accident. The car was sold to me this way and they didn't want to take fault. I had a new AC Condenser and hose installed elsewhere but came back here for the fluid, they still charged me almost $550.00 for this to be done. Are these cars actually "Certified Pre-Owned Vehicles?" Very disappointed and would not recommend buying a vehicle from here unless you're a man or coming with a mechanic. *****Update to this review Today is 8/31/2021 and my A/C has stopped working! It was recommended by the dealership to run a FULL diagnostic test, which I did. I thought the point of the test was to ensure me of ALL that needed to be taken care of in order for the A/C to work. How does it not work after 3 months of installation? I sent an email to Tim and Amber alarming them of this, unfortunately I received no response as of yet. I finally was able to get Amber on the phone where I received no compassion for what I once again was going through - she did offer to say that the AC Condenser and Hose aren't the only factors and she transferred me to another line (where I held for about 12 minutes before I hung up and called back to speak with the lovely and energetic employees in the Sales department only to be told that the phone tree isn't set up properly for the new telephone number in Service). Kaitlin was able to provide me the number for Service and also transfer me to make an appointment to bring the car back. I had to schedule an appointment for another diagnostic test - soonest appointment is 7 days away! (which I am should not be responsible to pay the fee) and this can only be done during the week, latest time is 3pm - very inconveniencing. Hopefully this goes well, I have never experienced anything like this before.

Queens Diva Sep 9, 2021

It was not a pleasant experience. I understand you may be understaffed as most businesses are - perhaps if that was communicated more people would be understanding. When I dropped off my car it was my first time there and no one was very clear in directing me of where I needed to go. For future reference "over there" with a vague point of the finger does not help very much - then repeating the exact same response and hand gesture only wastes both of our time. A better response would have been, "You will need to drive your car over to the service center located on the right hand side of the building". That would have been extremely helpful and prevented me from asking multiple people the same question. I was informed it would take my car about 4 hours to be serviced, and that they would call me when it was finished. 5 hours went by and I heard nothing. I called the service line to get an update as it was nearing closing hours. I was on hold numerous times with no answer. I spent no less than 30min trying to contact Honda Thornton Rd. with no luck. The hold tone was the same woman repeating the same 4 keypad options on loop. I felt like I was going insane. When I finally got a ride and just went over there to pick up my car regardless if it was serviced or not. I informed them that I heard nothing and waited on hold for 30min. The woman ( in a very short manner) informed me that no one in the stack of paper/keys in front of her had been contacted and she was about to start calling them. I'm sure they're short staffed. But I'm also sure that *someone* could have made a quick call to the owner of the vehicles as the finished up and left a very brief message "Hi this is _______, from Honda Thornton Rd. We are calling to inform you that your vehicle is finished and ready for pick up. Thank you". I doubt that entire stack of papers/keys all finished being serviced at the exact same time. I'm okay with waiting, I understand a lot of businesses are short staffed, but what I am not okay with is lack of communication and being left in the dark. When I dropped my car off there was only about a total of 10 words spoken to me. It only takes a couple minutes to make a brief phone call. It takes less time to be clear and concise in directions the first time so a customer isn't left wasting the time of more employees asking them the same question. The service on my car was done well - except for the fact that one of the consoles was not snapped back in place correctly - I had to fidget with it myself to make sure it snapped back properly. Overall my service here was underwhelming and a little frustrating. A little good communication can go a long way.

Danielle Taylor Aug 24, 2021

Had two of my Hondas in to AutoNation Honda Thornton Road in the last 2 months. The first was for an airbag recall. I made an appointment online and indicated I would be waiting for the work to be done. I arrived about half an hour early. I was the next vehicle in line at the time. There were two service writers, one sitting at her computer, the other was writing up a vehicle already in the service breezeway. Neither of them looked my way for 10 minutes. I just sat wondering if I was in the right place. Finally, one of them came up to me and collected my information. I told them I had an appointment and would be waiting. I was told the recall would take approximately 2.5 hours. I was fine with that. I walked outside after nearly 2 hours to see my Element parked in the lot. I asked the other service writer for a status on my vehicle to which she replied she’d just been handed the paperwork for it by the other service writer. She assured me they would start on it immediately. I waited another 2 hours and went back outside to check the status. As both women were busy with customers, I asked the male service writer to check on my Element. He told me he wasn’t handling that vehicle. I asked if he would check anyway. He asked what it was being serviced for. I told him the airbag recall, that it had been 2 hours since being taken back to which he responded the job would take 4.5 hours. I simply stood there looking at him until he finally got up with a huff and walked over to the service bays. He came back and said it would be another 1.5 hours. I returned to the waiting area where I had discovered that everyone who’d dropped their cars off AFTER me said they’d all been drive-ups and hadn’t made appointments. They said the service writers told them they’d work them in. All of their cars, with one exception, were completed before mine — and several had been completed before mine had even been looked at! And I had made an appointment 4 weeks prior to the service date. After about 45 more minutes of waiting, I stepped outside to smoke a cigarette, and guess what I saw? My Element was once again parked in the lot. I looked at my service writer and she glanced at me while I just shook my head. Unbelievable! I went inside to use the restroom, and when I came out, a man was waiting on me with my paperwork. He never introduced himself, and I had never seen him before. He said the car was ready and the keys were in it. I asked him for my paperwork, and he said I really didn’t need any since it was a recall and I wasn’t charged anything. Dumbfounded, I explained that I kept all paperwork of repairs on my vehicles for my records. In fact, I pointed out to him that the papers he was holding actually said “Customer Copy” on them. He gave them to me and I left. Every employee I interacted with had a bad attitude, as if doing their job was an imposition. Absolutely no urgency in performing their work. Nothing friendly in their manner. Not concerned that my vehicle had been forgotten for two hours. Not bothered at all that drive-ups were worked on before those making appointments. Failed to inform me of ANYTHING concerning my vehicle. I had to inquire just to get it looked at. How long would I have sat there waiting after my Element was done because no one could be bothered to tell me it was finished. It wasn’t until the service writer saw that I had seen my car that I was told it was ready. I kept the appointment for my CRV a month or so later because I thought there is no way a dealership could operate this haphazardly as part of its everyday operation and remain in business. Service writers and/or techs must have been short staffed that day, I told myself. Besides, it was only getting an oil change and having a noise on startup checked out. I arrived early once again and pulled up to the breezeway. I sat again for some time like before. When someone finally came over to me, I explained I had an appointment and what I needed done. She told me it would be 45 minutes before they could get to it. That’s fine. I was a half hour early anyway. I gave them my cell number and told them I’d be waiting. After 2 hours, and having gone outside to smoke twice, I became concerned that my CRV had been parked in one of the service bays for more than an hour with no one actually working on it. I told the service writer the horrible experience I had last time (I’m sure she remembered) and asked her to please check on my vehicle. She said the tech was working on several cars at the same time and she would let me know when it was finished. I waited patiently for at least another hour…nothing. In the mean time, the customers in the waiting area were all swapping horror stories about the service at this dealership. One lady got an email from the dealership asking if she’d like to reschedule her appointment since she missed that day’s appointment. She was sitting in their waiting room for crying out loud! She went outside and discovered her vehicle had been finished an hour earlier and no one had told her! I stepped out to smoke (I’d been waiting now almost 4 hours for an oil change and a diagnosis of a noise on startup) and saw my CRV sitting on the lot. Goodness knows how long it had been out there since no one bothered to text me. Again, the service writer must have seen me, because I received a text as soon as I entered the waiting room again. I would never have believed a business could operate with such terrible customer service. As a retired Publix grocery manager, I’m usually very good at waiting. I know how often things beyond our control can mess up someone’s plans. I was willing to give this dealership the benefit of the doubt after the first horrendous experience. After my second visit, however, I can only surmise this is standard operating procedure here. I’m astounded that the service side of this dealership gets away with providing very little service, and the service they do provide is inefficient and needs to be painfully extracted by the customers themselves. How it is that the service manager (I assume) could sit in his office with the door closed having what sounded, from the loud and frequent laughter emanating from within, a jolly good time with two other individuals for more than an hour on one occasion — while his service department was metaphorically burning down — I’ll never know. This service department probably needs a change in management. Someone needs to train their employees in effective customer service. Additionally, whoever is in charge of scheduling needs to be retrained to make sure the appropriate techs are available to perform the specific work for which appointments have been made. You should probably have someone from your corporate office spend a few days sitting in your waiting room to hear all the legitimate complaints. I know they’re legitimate because they describe the same experiences I had. I bought my CRV at this dealership, and I’ve never gone for service at any other dealership. I can promise you, however, I will never come back here again, and I will tell everyone who inquires not to go here, either. I will make all future purchases and/or service appointments at the Honda dealership in Woodstock or at Ed Voyle’s Honda. Finally, while Publix prides itself on exceeding customers’ expectations, which is a high bar to meet for other companies, AutoNation Honda Thornton Road doesn’t even come close. And it doesn’t come close not because it can’t, but because no one there even tries. When you get right down to it, this systemic failure in service must be a reflection of management. If I ran a store or a department as poorly as this, I’d be looking for a job at Walmart where service doesn’t matter, because I’d be fired from Publix.

Kelley Cunningham Girling Jul 2, 2021

I have previously used this location for a recall situation with my Honda CRV and was pleased, but my most recent experience has been horrible. I drove my Honda Civic in to be assessed after the seatbelts deployed from a fender bender. I met with Ram. He was courteous and understood my dilemma. What happened after the inspection is ridiculous. Ram came back with an estimate to have my seatbelts replace for $2900. I decided that I would have my insurance cover it and asked Ram to have an estimate prepared to submit to my insurance carrier. He agreed and even called a Lyft to send me home. For the next 3 days, I called to get the estimate. Ram would not come to phone nor return my calls. I decided to take the car elsewhere as I am now having transportation issues and no end in sight. My insurance company sends a tow company to get my car and the company is informed that my car is no located at the dealership. I call to find out where exactly my car is located, and I am told that someone from my place if employment came in, paid the diagnostic fee and was given the key to my car!!! Really?? Who?? How??? Then the rep changed her answer and said "oh it's right here, but you need to pay $85 for diagnostic testing before it can be released." What kind of business are you running??? I call my insurance company and notify them that I would be picking my car up and taking it myself to the other repair facility. I called the dealership and gave them $85 over the phone. I then go to the dealership and I am informed that Ram is on vacation. That's fine....that's his business, but who is responsible for my car and why has nobody informed me that nobody has been taking care of my concerns. She then tells me with an attitude that my car is on the other side of the wall. I drove my car around to the front to wait for the tow truck that I now have to pay for since Honda told the original tow company that they didn't have my car. When my tow driver arrives, he heads to the service department and before I could get to him, the service advisor was about to give him someone else's black Honda Civic. I had to let him know that my car was in the front. After getting my car hooked up......WE TOOK IT 1.5 MILES to the other repair facility. This is freaking ridiculous! I have always thought good things about Honda but this dealership has really let the Honda name down.

Latonka Williams Jun 10, 2021

We needed repairs for a few different items before our vehicle went out of the extended warranty that we purchased from Autonation Honda. We did not have a good experience the first time we went Autonation to get warranty work done as well and we were hoping that this time would be different, but unfortunately it was worse. The first issue is that they miraculously found a way to make sure that only one item (A/C) was covered by warranty. So the extended warranty we paid $3000 for will have given us a total of $425 worth of "free" repairs. If you chose to purchase a car from Autonation do not listen to the finance team about a warranty because the sales side misrepresents what it is then the service side says "I don't know why they told you that". Our second issue, and the one most aggravating because it seems like basic business, was the inability to get answers about when our car would be completed. After leaving a few messages for our repair contact to ask when the car would be ready and not getting a call back I decided to call to talk to anyone to get answers. When I called I was put in the automated system 8 straight times. I spoke to 2 people that said they would help but instead they simply put me back in the system. At one time the person I spoke to said that our contact was there but busy so "I'll forward you to her voicemail" I said "No I've already left messages for her" she then put me back into the automated system. At the same time my wife was also trying to get some answers and she got someone to answer the phone and they said our contact was not in that day. So apparently they don't even know who is working there. Our third issue is I did at one point call the sales side of Autonation and spoke to a sales manager about my warranty and what it should cover. He told me he had my file pulled up and he would look at it and call me back later that day. It's been 4 days now. Finally it took them a week to repair a hose for the A/C and fill it back with freon. This is the same hose that broke 30k miles ago. Does their repairs only last 30k miles? Don't know yet but my confidence is not that high. Also I thought our warranty was supposed to offer a complimentary car while our repairs are being completed (the first time they gave us a rental) but none was offered this time. Sorry for the long review but I've never written a review before and I thought if I did I wanted to get all the facts out so then the consumer can decide.

Nathan Paul Mar 19, 2021

A decade ago, I purchased my brand new 2011 Honda Fit from AutoNation Honda, and I have since returned to the dealership for regular vehicle maintenance at the service department. I've been pleased consistently by the pricing, conscientiousness and customer service at AutoNation Honda's service department. Here's what happened during my most recent visit. I was baffled when I hopped into my car to run an errand and the engine failed. I tried again and again, turning the key in the ignition, but the engine would not kick in. I'm an AAA member, so AAA sent over a tech, who ran a diagnostic and said "Everything is coming up green!" He instructed me to try again to start the car, but this time just hold the key in position and let the engine "struggle," if you will, to catch and turn over. Sure enough, after struggling and shuddering, the engine kicked in. The AAA tech told me that was a good sign, that maybe my car was acting funky because it's been sitting for far longer than usual during this coronavirus pandemic. BUT, he said, to be safe, "take it in to be checked out." So that's what I did. I drove to AutoNation Honda and left my car with them. My service adviser, Amber, arranged a ride home for me because she said the diagnostics would take several hours. She called that evening to ask whether I'd allow my car to remain at AutoNation Honda overnight. "Absolutely," I told her, "But why?" Her answer: "We can't find anything wrong with your car, so we want to let it sit overnight, then try again in the morning to see if something changes." Well, the next day, Amber called to say they still couldn't find nothing wrong with my car (just as the AAA tech had said), so I could come and get my car at my convenience. I thanked her, chatted with her by text a bit about what might have caused the engine to act funky in the first place (most likely culprit: sitting too long during this pandemic) -- and then asked: How much for the two-day diagnostic? The answer left me stunned: "There's no charge." I was like, "WHAT?!?!" My service adviser replied: "We can't find anything wrong with your car. And if we can't find anything wrong, there's no charge." Yeah, I love AutoNation Honda. Like, I LOVE AutoNation Honda.

Michelle Miller Mar 13, 2021

I came in not expecting to be able to get a car from a dealership but I had left a Buy Here Pay Here looking at the same car but something wasn’t right about it. I googled and came across a red 2019 Honda Accord the exact color i wanted. I called, then the receptionist transferred me to sales. Ike picked up, first ring lol barely rung. I told him what i was looking at and came in 20 minutes. Fell in love with the car as soon as I got there. Before test driving Ike showed me all the features and told me about the safety ratings and the additional features that were added for safety. Which is very important to me, I’ve been in 3 not at fault accidents and I need a reliable car. I fell in love with what is now my Accord. I told him and the sales manager what I could do and they made it happen just like they told me they would and then went to work they called me and told me I had a deal. I never thought I could get a car from the dealership. Next day I came running behind but I trusted Ike and the sales manager so much I told my mom and sister I know that they could help them get a car too, to come look. It’s very important to have reliable transportation for each of us we work different schedules. They came in and Ike, the sales manager and Carlos all made sure they followed through on getting both of them in cars the same day. We are so blessed to start the new year off like this and you guys really made my dreams come true. Me getting a new car was no longer a me thing it was a WE thing for my family and we are truly blessed and appreciated I will let everyone and anyone know about Ike and Honda Thornton Road. When I get another car I won’t get one unless these three can get it for me. Also may I add of my mom, my sister or myself has any question or anything at all about our cars the door has still been completely open with Ike he answers as soon as he can and will look at anything either one of us has a question about. Amazing guy. Amazing team. Thanks so much. I could go ON & ON & ON . Thank you thank you thank you!!!!!!!!!!!!

Ari Bradley Jan 30, 2021

Car had check engine light on . I took it in 3 times a received 3 different answers as to what was wrong with my car. They way over charge you in labor to fix car issues so I had the car fixed somewhere else. Needless to say they can?t get the check engine light to go off. Not happy all. It?s a Honda ; of all people you should know how to get the check engine light off your own products. Non of the suggested repairs fixed the problem. There are no codes in the OBD II reader. I believe I paid to repair parts that had nothing to do with the issue. I believe the issue is now a Honda computer issue. I tried to give them the opportunity to fix it. First time told me it was catalytic converter issue. They updated my computer and reset the check engine light . Light came back on. I changed the spark plugs after reading this could cause the code. Took it back and they told me it was the IMA battery now keep in mind the catalytic converter code cleared. Had battery replaced somewhere else because they wanted to charge me 6hrs is labor to put it in. It took the other place 45min. Third time I took it back no codes on two different OBD II but somehow the issue was the catalytic converter. They didn?t check the parts that were supposedly wrong before asking me to replace them. No physical inspection. No trouble shooting other than hooking up the code reader. I can?t get any codes but yet somehow they can. Also the code on the last sheet they gave me was dated 2/20 even though I took it in September. Just saying not happy. I was told they would call me with an estimate for the catalytic converter repair. Still no call, txt, or email. They didn?t even reply to my ?I wasn?t happy with my service email? that they initiated asking me how I felt about the service. . hence the review. Not to mention that even with an appointment it took them 2hrs to just run a code because they couldn?t look at my car until 10:30 with an 8am appointment. It has just been a horrible experience. At a time like this I felt they could have cared more but they didn?t. Only positive thing I can give them is that they didn?t charge me the two times I had to come back but they didn?t do much and the issue wasn?t fixed the first time. On previous visits it has always taken 4hrs with an appointment to get my oil changed as well. Why even bother with appointments. Oh and I had to go up there to make the last two appointments because I couldn?t get anyone to answer the phone. 2months of frustration. Still have the light after $2k of repairs. I was going to let them change the converter but they never called so I felt they didn?t want my business. Had it repaired somewhere else and again the check engine light is still on. At this point they should Fix the computer for free or do any other repairs needed to get the light off for free.

Jennifer Hall Oct 16, 2020

Took my CRV to have the power steering flushed after having a new line put on. Had air in the line and made the pump loud. While there I had a oil changed and tire rotation and alighment. Right of price was quoted wrong for tire rotation. So I said "ok" . I was there almost 3 hours and when they came to get me the service person tells me I need a new power steering pump, new drive belt and front seal. At a WHOOPING $1150 ! I explained I didn't have that kind of money after just handing them $337! Yep ! that's right $337 for those 3 simple things! So I get ot my vehicle and first find grease all over the passenger headlight. Again upset by the problem I told myself just wait to I get home. When I started the car the wining was actually louder than when I took it in and the steering wheel just doesn't seem to be in the right position. ( I did ask they to set the steering wheel balanced straight when the alignment was done. I drove up and down the road a few time in terrible traffic trying o make sure the alignment was right. the steering wheel seems strange as if when you turn it its in the wrong place. I made it home (70 miles one way in the heavy traffic and just wanted to rest with the thoughts of that HUGE expenses over my head and the big amount I just paid ( ALWAYS EXPENSIVE) . The next morning I was awoken by the dealership calling wanting to know to set up an appointment to have the work done! I was pissed off to say the least. Especially after telling the service person I could not afford the work. Fast forward 4 days and I had driven the car very little in fear of the unit getting worse or going out. Something told me to check the work that had been done (like a dummy I didn't think to do so on the day I left because of the traffic and rain). First I had wipe the grease off the head light and fender. Then when opening the hood there was clean up to be done in the front where they worked. I opened the power steering unit to find little to nothing in it! They didn't fill the unit after bleeding!!! . The other fluids hadn't been checked and the oil was not completely up to the right area. I checked the tires and EVERYONE had a different pressure!, all at or below 28 pounds! It was late that day I had to wait to call the dealership the next morning. It took forever to get someone on the phone. When I did and I told them of the problems . It was like they missed the complete conversation. She kept saying she'd have to talk to the mechanic . I told her I filled the unit with fluids and till this day almost two weeks the unit has been full as she said it must have had a leak. She wanted me to drive all the way back so the mechanic could look at it. There was NEVER a "WE"RE SORRY" or "HOW CAN WE MAKE THIS RIGHT". She never even went into the other problems at all! I've had a few things repaired or replaced there and of course they are very expensive but done right and it is a dealer so you would think they would go out of their way to make sure the customer was happy and the job done right. So now I'm having o look for a place to NOW have a new power steering unit installed which is VERY HARD to find. Since HONDA"S have to have everything done a certain way such as power flushing at $230 or more on all things needing flushed. I'm not happy by any means! Seems it like this EVERYWHERE you go now. Do yourself a favor and check , I mean REALLY check out the places you intend to take your vehicle to. Check Yelp and others!

Kennelkeeper, West Georgia Jan 27, 2020

Good Morning, I would not recommend Honda Thorton to anyone who owns a Chevrolet. My tires were rotated but not reset. I asked Ms. Amber to be sure they were reset so that my onstar app and monitor in the dash would read accurately. The PSI didn?t read all 35. So, I went back for it to be done, but they put air in my tires and it was still off. I left to drive a little to allow changes to level out, but they didn?t...35, 37, 36;34. ? I returned again. This time I asked were the sensors reset. I was told yes and sent back to the techs again. Techs were not welcoming at all!! They attempted to put more air and reset on steering wheel. I advised that I needed the sensors reset and explained how. They told me that wasn?t so. Therefore, I asked for the lead tech. Ryan went to get him and three of them returned. All of them seemingly treated me as if it was impossible and I didn?t know what I was talking about. I explained that they needed to use the handheld computerized device to individually reset each tire and then match PSI to 35 for each tire. They told me that wasn?t so and if so they couldn?t do it! I returned to Amber to inform her that I purchased a protection that isn?t worth it for my vehicle! The life of my tires is very important!! If they?re not cared for properly they will wear faster!! She went to get the lead tech and he said the exact same thing as the other techs. However, in the midst of that conversation, another advisor next to Amber informed the tech, Amber and I of exactly what I needed and requested!! He informed that Honda didn?t have the appropriate tools to do so for my vehicle and advised me to go over to John Thorton to have it completed. Moreover, I didn?t pay for a protection plan with John Thorton. I paid for it with Autonation. Autonation is not honoring a protection plan that services all the options included for all vehicles they sale, which is meaningless for my vehicle in that perspective. SAFETY IS MY FAMILY?S FIRST PRIORITY!! Therefore, again, I would not recommend to friends, relatives nor co-workers.

Quentin Cherry Sr Dec 20, 2019

Service Department (Advisor AMY WINDLEY) AutoNation Honda Thornton Road Lithia Springs GA. Unnecessary and Unacceptable experience from this service advisor. Service reason is the LED light needs replacing on the driver side and prior to this, the passenger side needed replacing about 4 or 5 months ago, in which I had a similar experience with the same service advisor. The part is still covered under 36/3year warranty. I called Monday of this week to schedule the appointment for the replacement. Since the prior service request had difficulty, I made a second phone call to Honda Service in which I spoke with Amy. I advised that because of the previous experience with the part not being available and having to make two trips to the dealership and have two days of my weekend disrupted. I wanted to make sure that this was not the same experience.I had an 8am appt today,arrived promptly at 7:55. I thought I had two issues but only had one. Amy assisted me with the remote starter, and it was user error(me). I thanked her for the assistance and now I'm headed to the waiting room to wait for my car only to be advised that the same part I called about on Monday and I was assured repeatedly the part was in stock, was now NOT in stock. Needless to say I was taken aback because I did all that I could to ensure that this was not a repeated experience. Amy, was nonchalant and inauthentic with her apology as I reminded her of Monday's phone call, when I felt like I was being rushed off the phone when I conveyed that I work until midnight and it's a big deal for me to get up drive 40 miles round trip for the part not to be available. Which means it's going to be 80 miles round trip and impeding on two days of my weekend,since I have to go back tomorrow. I feel as though it was a Blatant Disregard on my attempt to make sure the part was available.This experience was unnecessary and disconcerting. I would think that if an appt is made in advance the part associated with the appt should be taken out of inventory so a situation like this wouldn't happen. Also, since this is my second experience, I can't help but to wonder was I pushed to the side because I'm not technically a paying customer since it's still under warranty? I truly hope not, I have own three Honda's, so I believe in the product. What I don't believe in, is the poor service that was rendered from this service advisor Amy Windley. The shop had a Service Manager, I believe his name was Michael he had the wow factor, the positive language and a calming presence. Unlike Amy, which her only quest is to ensure you score her 100 on the survey you receive after a service appointment. He was the only reason why I decided to come back for service. I was told he was no longer working there. Needless to say I will not be back to this dealership after my light is replaced. It's going to be inconvenient to travel further out, but I refused to receive horrible service when spending my money. Vonlonda Wilson

vonlonda Oct 8, 2018

My name is Leonard Roberts, I am 66 years old on Social Security,I took my 2007 Honda Pilot to Auto Nations Honda on Thornton Rd. on July,24, My car was running great however my check engine light would flash intermittently so I wanted it fixed because I have a 19 year old son who drives the car! As a teaching tool, I took my son with me to encourage him to use the dealership when he had car problems! I explained to the service person that I wanted everything on the engine repaired because I was going to Florida on vacation! The service person called and said that it will cost $1310.00 to get everything right so I agreed to that amount as long as everything was okay! On the next day. the 25th I was told to pick up my car! When I was presented the paperwork it had a note on it saying that the cam shafts looked worn and might cause problems in the future! I asked the service person why she didn't call and inform me of this as I had requested that everything be repaired and she told me that they had determined that that might be something I want to get done in the future! My reply was " it seems like you would have done that when you were already working inside of the engine but she stated that their equipment didn't indicate that so they just did a valve adjustment among other things! Thereafter, she just take the car now because you have a 12 month or 12,000 mile warranty this was on Thursday! Saturday morning two days later I got on the highway to go to Florida on vacation, unfortunately, the engine blew up before I got out of the city limits! It cost me 92 dollars to have the car taken back to the. Auto Nations service dept.where I left it! Thereafter, five days went by and I had heard nothing from them so I decided to call them! Shockingly, I was told that I needed a new engine and it would cost me $ 5,500.00 and that their work had nothing to do with my problem! I went in to speak to the service manager who refused to come out and talk with me! He relayed a message to the service person over the phone that he would deduct half of the $1300.00 I had already paid from the $5,500.00 engine charge! I called him several times but he still wouldn't answer the phone or come out to speak with me! Thereafter I called the president/dealership manager and he didn't answer my calls either! To this day neither one of them have called me back! In conclusion, my son now hates all dealerships, my car is still there until I can afford to move it, and Auto Nations just sits there waiting for their problem to go away as they just want me to get my car and go away! I am very sad and confused because I was treated so nice when I went in then I was treated like a criminal when their service failed me! Respectfully, old man without a car!

Leon Roberts Aug 8, 2018

This was the 4th Honda that I have purchased, my first being from this store as the others were from dealerships in Florida and I was absolutely not impressed with the store. My husband and I roamed the lot for quite a bit, were never greeted until we got into the store whereas I don't believe the salesman ever told me his name through introduction even though this purchase was for me. We got the usual runaround with the pricing of the new vehicle and then had issues negotiating the pricing of my trade in which was low in comparison to what was offered on KBB. Although I wasn't in any rush to purchase a new vehicle, the salesman didn't appear to be very informed on the Honda Pilot Elite which was what I was interested in. Thankfully I had done my research and was familiar with the car (and brand since I have always gotten Honda vehicles in the past) so it really didn't take much effort from the salesman to actually sell the car. He didn't seem to know much about the car let alone the features so I definitely couldn't have relied on him if I hadn't known already. Once my husband and I were cleaning out my previous car to transfer my items to the new car, I was disgusted by how the service department neglected to actually clean the interior and when approached about the topic, I was met with hostility and an attitude and a statement of "that wasn't my job" by the gentleman who I assume was from the service department. I proceeded to tell him that I had expected the watermarks on the console in addition to minor dirt spots on the cars interior to be wiped down if not detailed and he walked away making the salesman eventually do it. This is a brand new, top of the line Elite edition that I just spent a lot of money on so I don't think I was asking for much but a little extra attention to detail would have been nice. The customer service, specifically the situation at the end of the sale sealed the deal for me and I will NOT return to this dealership nor recommend it to anyone as a result. I have never received this type of careless attitude and lack of concern for the customer satisfaction through previous sales of a vehicle!

bowen08 May 10, 2018

My experience started well but ended poorly. I negotiated the price by email and over the phone a week before I arrived at the dealership. Their price was much better than that of my local dealer so it was worth my time to drive from North Alabama to the Atlanta area to buy my car. When I arrived my sales representative met me and we went outside to look at the car. The sun was shining and the car looked great! She showed me some of the features and how to pair my phone. Then we went back inside and were done with the paperwork she was responsible for in about ten minutes. She then brought over the finance office representative. The business office representative introduced himself and said I should wait in the lobby for him to do the paperwork for my signature. An hour passes and I'm still waiting in the lobby. I speak to my sales rep and she goes to check on the paperwork. She comes back and says I should continue to wait in the lobby, that it will be just a few minutes. 20 more minutes pass and I'm still waiting so I speak to the sales rep. This time the finance office rep comes out and takes me to his office where he fumbles around for another 20 minutes. It turns out all the "paperwork," including signatures, is done on the computer. He is on his fourth day on the job and the close-the-deal process is sufficiently complicated that extensive training is required. And he needs much more training for the necessary skills. Finally he gets his supervisor to coach him through the process of getting my signatures on the laptop. The old way of doing it on paper was much faster, back in the day. Over two hours to buy a car when the deal was already negotiated! That is not the end of the saga. While we were closing the deal, the sales rep took the car back to "detailing." When they (FINALLY!!) gave me the keys, We went out again, walked around the car and I was on my way back to North Alabama. I am very happy with how the car drives and all the features of the car. But . . . When I got home I put the car in the garage and raised the hood to look at that sweet turbocharged engine. That's when I noticed the scratch. Under the overcast skies I couldn't what was readily apparent under my florescent trouble light. There was a large scratch on the right front fender. A small part of the scratch went all the way through the paint. I called the dealership on Monday (after buying the car on Saturday) and, an interesting thing; nobody would return my calls! So I'm on my own. I was able to repair the scratch myself with touch-up paint and polishing compound. But that should not have been necessary. Would I recommend this dealership? NO!

EngBob49 Nov 21, 2017

By far the worst service department I have ever been to. Sadly this is the nearest Honda dealership to me even though it is almost an hour from my house. Because of the distance I have been stuck using them for my factory servicing. I have brought my odyssey there three times and had horrible experiences each time, but will only speak to the worst two. Experience 1: The first time I came in I needed to have some recall work done and while I was there wanted to go ahead and have the brakes done. I made an appointment for Saturday morning at 7 am, was there ten minutes early, and gave them the car. I went to the waiting room to wait as I was told it would not be too long of a wait. I got restless and walked around, behind the building I found my car sitting there, not being worked on. This was 45 minutes after I had gotten there. When I confronted the service person about this they told me that the service techs don't even get there until 8 am. So I was there an hour longer than I needed to be. On top of all this the staff was not apologetic and was a bit rude when I spoke with them about this policy of setting appointments when the techs are not even there. Experience 2: The last time I had my car serviced there they replaced the power steering pump. It was not that long ago and it was making noises and not doing its job well so I called in to ask if it would still be covered under a warranty due to how long it had been. The woman I spoke with said that if it was hard to steer that it would be covered under a campaign and that I should bring it in. I made an appointment for the next morning at 7 am. While I was on the phone I mentioned that there were a couple recalls that I had gotten letters about that also needed to be taken care of. I arrived at 7 the next morning and waited almost 20 minutes before a service person helped me check in my car. As he was checking me in I noticed that the only work listed was the power steering, not the 2 recalls. When I mentioned that the service adviser wrote it all up and said "your dropping it off right?" I said no and he was surprised and told me that the two recalls take most of the day to fix. Because of this I said never mind to the recalls and just take care of the power steering. After 3 hours of waiting I realized that the service tech was performing the work I specially said not to. I was there for 4 hours waiting and no one seemed to care. When I was looking for someone to actually listen to my complaints a sales manager tried to help me but was not helpful. LONG STORY SHORT, THEY DON'T LISTEN, TAKE FAR TOO LONG TO HELP YOU, AND DON'T CARE ABOUT YOU OR YOUR TIME. AVOID THEM AT ALL COSTS!

Aaron von Cannon Oct 18, 2017

My name is Quadre jones I recently bought a car from Honda Auto Nation Thornton Road 10 months ago great buying experience but about 4 days after I purchase my 08 dodge Durango I had a problem with the engine come to find out it was a misfired in cycliner 6 so if course I took it back I was told the problem was fixed ok that's fine car running better I'm happy again so a month goes by same problem happen so i take it back they fix it again this happen for 10 months so at this point im not happy so I bring the car back to Mr Thomas Howell in service he tell me hold let me get you a rental going because he already knew the problem with my truck so he comes back and tell me his manger Lynn Freeman declined my rental so I was confused and I had to be to wrk so I left called the next day Mr. Howell said the same thing to me his manager not approving it so I called corporate and left a voice message because no one answered within 30 minutes I got a call back from honda and they put me in a rental so I been in this rental for 30 days with no call from Honda Thornton Road I called once a week for those 30 days still talked to Mr. Howell he said he still hasn't heard anything so Mr Howell made it his responsibility to get back with me which he did and I appreciate that but he said he still hasn't heard anything from his manager which is Mr James Lawson so I called service Friday and talked to Mr.Anthony Blount and said he would get back with me so Mr Blount never did I called back Monday he knew who I was and told me he was going to call me right back he was going to talk to his manager and see what needs to be done he never call hours goes bye and still no call from Mr Blount but I received one from a sale associate Ellis to offer me a new car but they wasn't going to pay for my 08 dodge Durango so he said let me talk back to my boss and I never received a call back so I called and was put on a long hold from Mr. Blount so I drove to Honda and went to talk to Mr Blount while talking to Mr Blount he tells me that I have to pay for my car problem which is a reoccurring problem I had since I bought the car so at this point I'm hot because I'm like I'm not paying for that because you guys never fix my car properly you guys did these Band-Aid fixes on my car it's still not fixed so I continued to tell mr. Blunt that I'm paying a car note for something I don't even know if you guys are really fixing so I asked him are you guys going to to pay my car note he says no I said okay so I need to hear something about my car then so he has nothing to say about my car other than they're just not hearing about it from service till Friday 12/16/16 so then he asked Mr Jon king do you want to talk to him so Mr Jon king and I spoke and he said that tomorrow 12/19/16 he going to talk to service and see what needs to be done so far Mr Jon king sounds like he going to deliver. will keep u guys posted on the next steps to let you guys know if you should truly purchase your next car here what I don't understand why didn't the owner of this car lott Lynn Freeman hasn't made it his priority to speak to me about my problems it's no way I should have to speak to 9. Different people before I even had to Google who was in charge of this facility maybe this way I can be heard instead of getting the runaround on The Daily like I said I refuse to pay a car note on something I have no knowledge as to where you guys are fixing it my car. Thanks hope I helped someone will let you guys knw what was done for me.

Quadre Jones Dec 20, 2016

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