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Recent Reviews from AutoNation Honda Thornton Road

If you look up customer service you will find an overall definition stating:"the support, assistance and advice provided by a company to those who buy or use its products or services." Customer Service helps customers have an easy, enjoyable experience with your brand. This was not the case when dealing with Ramneet Garcha of Auto Nation. so a quick backstory; I purchased a vehicle from Auto Nation in 2020 and obtained their vehicle protection plan. With that said I will advise anyone purchasing from this location to keep all your original documents and make sure you fully understand everything you are paying for because when I tell you how many hoops I had to jump through just to get duplicates was exhausting. So I purchased the protection plan 2020. 2023 I experienced some car trouble and my check engine light came on. I brought it to Auto Nation and was told that the Gasket Valve needed to be replaced and there was an issue with a coolant sensor. The job was going to total an amount of over $600. My husband brought the vehicle in and called me to tell me what was wrong. He got the gasket fixed but I was like shouldn't this be covered under the warranty? That simple question was when the run around began... there was no support, assistance or advice and it was definitely not easy or enjoyable. I found it interesting that I paid for a service; however when it came time to use it the experience was more difficult than it needed to be. I had to call back numerous times to inquire about the claim. Ram plain and simple... is full of excuses and I don't like his work ethics. I shouldn't have to beg to receive quality service. The first excuse he gave me when I followed-up was he didn't have an opportunity to file it yet... said he would call back and never did. Then he told me there was an issue with the claims system... said he would call me back and never did. It started to get grossly annoying and I felt like I was being sent off on a wild goose chase. I ended up calling and speaking with someone else. I explained my experience with RAM and then he finally called me back to say the claim was filed and the part was ordered. My question is why ...why did it have to get to that point? If you say you are going to call someone back ...do it. I was left in the dark. I would have been more understanding if there was an open flow of communication. Then I finally brought the car in today 1.15.23 and encountered another unpleasant experience with RAM. He is the definition of a "SEND OFF". A send off is an individual who will find every excuse how they can't help you because they don't want to help you. A send off is more interested in you leaving so they no longer have to deal with you versus finding a solution. It's a good thing I'm a persistent individual and learned early in life that if someone chooses not to help you .....help yourself or find someone that will. With that said thank you Ashley for assisting me when RAM wouldn't. I asked him for the same print out you gave me....he gave me an excuse( per usual) of why he couldn't....you gave me the result. It goes a long way and you can tell the difference when someone makes an effort. "People will forget what you said, people will forget what you did, but people will never forget how you made them feel.

Stevania Feb 19, 2023

I called myself going the extra mile and getting my car serviced at Autonation Honda on Thornton Road versus my regular mechanic or another Honda dealership (Gwinnett Place, Carey Paul, Curry, Nalley) majority of which I have previously been a patron and had a relatively favorable experience. I am disappointed to report that AutoNation Honda left a very bad taste in my mouth. I brought my 2006 Honda Accord Hybrid to get a diagnostic, as it was having trouble starting (a $170.00 service). My service “advisor” Ram wasn’t very communicative and I had to call multiple times to hunt down an answer. Once I received a call back Ram simply told me I’d need my engine replaced and that would be $7,600.00. Thankfully, one of my family friends is a Honda tech in another city who has 25+ years of experience as a lead tech, I immediately called him and he told me that I most definitely didn’t need a new engine and gave me steps to resolve the issue. After telling Ram what I had learned he became obviously irritated that I had a second, more informed, and price conscious opinion. He then told me it would be $1500.00 for them to even look into that solution, not even to perform it. I decided to take my vehicle elsewhere. Upon picking up my vehicle; Ram was exceptionally short and irritated in person as well. When I finally found my vehicle after him saying it was “out back” I opened the door and my recently detailed drivers side floor mat was caked with mud and grit. I proceeded to bring the mat back to the service floor and ask Ram if this is standard practice for when they service vehicles. He replied no and “cleaned” the mat. When he brought it back he waved me down as I was outside getting the car situated on the tow truck and he drops it and turns around. Extremely unprofessional and disrespectful behavior especially after I just spent my hard earned money. Takeaway: The holistic experience at AutoNation Honda Service Department is NOT worth your time or money. I’m not one to complain, but the service from Ram and subsequent treatment of my vehicle has left me fearful of what other negligences might’ve taken place. As a Honda enthusiast, and owner of multiple Honda/Acura vehicles I will not patron here again.

Chandler Frierson Oct 5, 2022

Worst customer service ever. My 2008 Accord would not start. I took it to Advance Auto first to see if was my battery or alternator. The associate said it was the battery going bad. I noticed that I have a sticker on my Honda battery that said 2019. I also noticed the warranty label also read 100 months. I decided to drop it off after hours to have diagnostic on the battery and to exchange it for a new one. I knew I may to pay a prorated amount. The next morning I had to call them. When I spoke to the tech on the ( I think his name was Ram) he was very short and curt with a very demeaning tone. He said “Well the car started for me”. I asked if he checked he the battery, he said no because it started. What the!!! He then proceeded to tell me the battery was out of warranty anyway because it was an exchange for another battery that went bad from 2013. Mind you, I think I paid 120.00 for this replacement. But why is the warranty following the old battery??? Never the less, I took an Uber to the dealership to pick up my car and to get a better explanation in person. I walked in …five tech were talking among themselves; no one acknowledged me until I walked further into the bay. Mind you other was only 2 car there and no other customers. I spoke the rude tech who said everything seems to be working fine. I was not given any paperwork of the battery test or any other systems checked. It fact, the car seem to be sitting in the same place. He said the battery was low, and I would need another soon. I was also not asked if I wanted to purchase another battery or the price. I asked if I could at least make it to work about 10 miles away. He said says, so I drove across I-20 and purchased a new battery at Walmart. I’ve had my Accord serviced there years ago and I received excellent service. I don’t know what went wrong this day, but I am not going back to find out. Here’s the kicker,…it was my plan to look at the cars on the lot as I am in the market for newer Accord. They lost this sale!

Mel Aug 12, 2022

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

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

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