Category: | Honda Dealer |
Address: | 10640 Automotive Dr, Manassas, VA 20109, USA |
Phone: | +1 703-366-1000 |
Site: | joycekoonshonda.com |
Rating: | 4.3 |
Working: | 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–8PM 11AM–5PM |
CH
Charisse Licorish
I would like to express my extreme disappointment in the customer service I received at Joyce Koons, Honda. TWO MONTHS AGO, I purchased a car here—December, 2015. Because of my experience, I was likely to return to purchase another. Upon closing out the deal, I was told about the FREE lifetime oil changes. I questioned "FREE" and the young lady in the finance department assured me, I would not pay a dime. February 26, 2016 I live an hour away, so I chose a day I would be in Virginia for work, to visit Joyce for an oil change. I was serviced by a gentleman named Edward Hale. He returned to me after completing my free oil change and told me that my brakes failed the test and advised that I took care of that problem. To change my brake pads and resurface (not change) my rotors, I was told it would be $286. Now I understand it was a ridiculous price for the work being done--shame on me. He saw that I was uneasy with the price, so he ASSURED me that it would amount to less than that after he applies a 10% discount. After he said that, I felt a little bit better about allowing Joyce to do the work on my vehicle and I approved him to proceed. I had to return to work, so I was given a loner car for the remainder of the day. February 27, 2016 I returned the next morning to retrieve my car. My total bill amounted to OVER $300. After questioning the total with the cashier, she went through, in details, the work I had done. One of the charges listed was a tire rotation and I’m guessing because of the confusion on my face, she asked me if I was told about this. I was furious (and I STILL am) that a charge had been added to my invoice WITHOUT MY APPROVAL. Ed mentioned NOTHING about a tire rotation and I certainly was not going to pay for one. Do you know that when myself and the cashier approached him with the issue, he had the AUDASITY to shrug his shoulders and say “okay I can remove that for you”. He did not apologize, he showed no sympathy, and he never admitted it as an error. That only led me to believe that he purposely added that to my bill, assuming that I was dumb enough to overlook it. There is no way I was paying over $300 for a “free oil change” and new brake pads—After all my car was JUST purchased two months ago. I feel as though I was financially raped by Joyce Koons, Honda Service department. I was told many times, by the technician, that my cost would be 10% under what it displayed. I was not told that this is BEFORE I add the other taxes and fees and extra services that I did not approve. I REPEAT, I DID NOT APPROVE WORK BEYOND A FREE OIL CHANGE AND BRAKE PADS. If all he needed to make was a sale off of me, I preferred honesty. Because very important information was omitted from his discussion with me, I was FORCED to spend money I did not plan on/agree to spend. If this is how “Joyce Koons Honda Service, works their hardest to ensure that the repair process is as stress-free as possible”, I DO NOT recommend or refer them to ANYONE. I strongly encourage you, as a customer, to take your business to a respectful and trustworthy vehicle servicing company. I cannot believe this is how they treat their customers—NEW customers at that.
R.
R. Craig Burton
We took our 2003 Honda Accord to Joyce Koons Honda last week to have the ignition switch fixed—it wouldn’t allow the key in or if it did, wouldn’t allow the vehicle to start. We shopped around first, and thought “let’s take it to the dealer, even though that might be more expensive, so we can ensure it’s done right.” So we did. $700 later, it was fixed. They also performed some recall work on the air bags and conducted a thorough inspection of the car and let us know there were other things that needed to be fixed, most of which I’m able to do myself. One of those items was the front brakes. More on that in a moment. The day we got the car back, the cruise control no longer worked. We thought it overly coincidental that after it had worked fine since the car was new, the switch suddenly stopped working right after they performed work on the steering wheel (air bag), right next to the cruise control switch. They didn’t agree. They told us there was no way that could happen, but that if we paid for the part, they’d do the labor for free. So, another $50+, and the vehicle was fixed—again. Sort of. We went back to the dealership to pick up the call after they’d called us and told us it was ready. When I got in, I immediately noticed one of the large, plastic covers behind the steering wheel, surrounding the column, was broken and was wide open. The box around the gear shift (it’s a standard transmission) was also popped open—no idea why that was the case. They took the vehicle back in and fixed both items while we waited. Two days later my son was driving the car and it started to make horrendous noises emanating from the front brakes. He brought it home and I took the wheel off of the driver’s side. It had obviously recently been removed from the markings and difference in firmness of the lug nuts. Anyhow, I took it off and shockingly, one of the two bolts to the brake mounting was missing and the other was hand-“tight.” So every time my son applied the brakes, the caliper and pads were pushed forward and off the disk and would rub against the inside of the wheel. Nice. My guess is the missing bolt had been similarly hand-tightened in case we let them know we wanted them to do the brakes after the initial repair on the ignition switch, and they had forgotten to tighten them again. It had eventually worked its way out of the hole. Fearing yet another issue to suddenly and coincidentally arise if I took it back to the dealer, I did the repair myself this time. Of course, they would have argued that issue was likewise coincidental. I checked the brakes on the other side where they hadn’t removed the wheel. The bolts were firmly in. Freakish happenstance, I’m sure (sarcasm emoticon). Needless to say, we won’t be back. I’m just happy there were no injuries or worse from their negligence. We have a large family and three Hondas and one Toyota. I’ll never buy another Honda and risk having to return to a Honda dealership for repairs. It’s just not worth the risk. The Toyota is easier to repair myself and I’ve never had a dealership issue with Toyota like this one. Live and learn.
LA
Laurie L.
Beware of inaccurate price quotes for service! We paid more than double of the price that we were quoted when leaving our van! We took our Honda Odyssey in to fix some recall issues. In addition, we needed a new bulb for 1 headlight and had planned to just pick one up at the auto parts store down the road. I asked the person who checked us in how much it would cost to have the bulb replaced there since the car was already being worked on. After going to ask someone, she quoted me $12. This price was not much more than what we would pay if we did it ourselves so we told them to go ahead. The next morning when I went to pay over the phone, the total was $26. I asked how this could be as we were quoted $12. The cashier told me that the person who checked me in was a greeter and that quotes by greeters should not be trusted. She let me know that I should have asked the service manager. How am I supposed to know that? I had never even met the service manager. I let her know that we would have never asked them to change the bulb had they quoted the actual amount that we were being charged. She said that she was sorry and took my credit card number. I called back and spoke to the service manager. He also said he was sorry but did not offer to stick by the price that their employee had quoted us. He said she probably misunderstood and did not include service fees. I let him know that when one asks for a quote on how much it is to replace something, that service fees should be included. I did not ask her how much the bulb costs. I asked her how much it would be to replace it. I have a big problem with this. They gave me a loaner car. We drove it straight from the dealership to grab a bite to eat. Once we turned it off, we could not restart it- we had not even gone in the restaurant yet! I called the service department and they said that the battery on the starter key chain was probably low and to try and put it directly over the button. This worked (we had tried every other position before calling- including holding it up to the button). After dinner we drove it home. This morning when I tried to start it to go and pick up my van, it would not start, no matter what I did! I called the service department again and they had no suggestions except to send someone out with my van and a jump start box. The person who came out to get the car did not have any trouble starting it. I am not sure why I had so much trouble but perhaps going over this type of starting mechanism with customers who only have used cars with actual keys would be helpful. I would have awarded only one star for this experience except to the best of my knowledge, the recall issues have been fixed so I gave an extra star for that (I would have given another 1/2 star if that was possible since they came out here).