Muller Honda of Gurnee

Reviews 3

M

M Jovanovic

Complete​ service travesty. The most disgusting attitude at their service center, from "techs", to service advisors, to service manager Tom Green. To call him unprofessional and rude is an understatement. Im not going to get into details here, I saved that for the complaint I filled against him with Hondas corporate office. He probably thought because I am foreign and have an accent that Im stupid and uneducated. Wrong Mr. Green, Ill make sure your behavior is know​n by Honda, your general manager Robert, BBB and every possible review site in existence. You treated me like garbage and a second class citizen. You talked down on me, degraded me and mocked me. Im considering going to local TV, radio and newspaper outlets. That will depend on how Hondas corporate office handles this. 06/05/2017 Update: To the person who replied, Mr. George Bialkowski: Your mechanic told me, I quote: "YES, I can hear the noise, but wait for the noise to get worse and come back". That sound like nothing is wrong to you Mr. George Bialkowski? Also, your Service Manager Tom Green is a liar. Unfortunately for him, I have a eidetic memory. One year ago when these issues first started to come up, he acknowledged them and said he wants to do more research and call Honda. He did call next day, to tell me his own Accord Sport does the same thing with the door and that he looked at a Civic Si and that it makes the same clutch noise. I asked if I am able to see that Civic, he said "customer already left with it". Fast forward one year and here we are today. Both issues only got worse and I came back to the service department. The tech who looked at the car said the above now famous line "wait until it gets worse". Afterwards, when I spoke to Tom, he immediately began the treatment I mentioned above and told me that the tech who drove my car has a 2015 Accord that does the same with the door (mine is 2016, this will be important later). When I told him that I have looked at dozen of other Accords and NONE of them do that with the door and I looked at a brand new Accord LX 6 speed that doesnt do that with the clutch either. He said "Was the LX 2017?", I said "Yes", he said "Well yours is 2016", insinuating the discrepancy in year makes a difference. Now lets go back to the tech and his 2015 Accord; why is his 2015 Accord suitable to compare to my 2016 but the 2017 LX on showroom floor is not for my 2016? Do you see where Im going with this George? When I politely asked Tom to walk 50 feet with me to look at any Accord that he chooses and if it does the same with the door, he refused. When I asked him to look at another 6 speed accord to compare clutch pedals, he refused and said he doesnt have any 6 speed on the lot. I called out another one of his lies as I already looked at the lot and there are two 6 speed accords, both for sale. Before he kicked me out of his office, he didnt fail to insult me again by telling me that he wont do anything for me because I didnt buy the car there and told me to go to Libertyville Honda, to get rid of me. You feel free to contact me if you have any questions, I certainly am not going to contact you, EVER again. For the record, my wife drives a 2017 CRV, we are first time new car owners, I wanted to establish a great long term relationship with the local Honda service but all I was met with is the run of the mill stereotypical dealership behavior. There is a reason why people who dont need warranty work avoid dealership service centers like a plague. Lastly, the fact that you missed the point of this review is at the core of the problem. This isnt about mechanical issues anymore, this is about unprofessional and horrible treatment by the service staff, in this case, the manager himself. In your reply, there is no denial of the treatment I received which can only mean that you are are not condoning it, and worse, you encourage it by standing behind it. As the Fixed Operations Director, your job is department management, overseeing performance results and customer satisfaction. You are terrible at it.

VI

Vivian Sandoval

I walked into Muller Gurnee Honda on Saturday to have my 2014 Accord appraised. After spending 5 minutes talking with Marty Rohr, I have never felt so disrespected!! I spoke with Marty Rohr. He asked me why I was selling my car, and I said to go back to school. He has a niece who went to a very good graduate school to study what I am pursuing, so I said he must be very proud. He responded by saying he just felt bad for her because, "she married an - what ethnicity are you?" Then I responded, "Mexican". Then he proceeded, "Right, youre Mexican. Well she married an Indian man. He had another woman up in a condo in DC, so now shes stuck going through a divorce and raising twins alone." It gets better because he asked if I am from Waukegan. I said, "no", then he asked, "Round Lake?". I responded, "No, Mundelein". Then he said, "Ah, Mundelein! I was going to say that next because there is a large population of Hispanics there". He also asked me how I was planning to pay for graduate school, and when I told him I received a few scholarships, he said that it must be because of my background. I let him know that I am an engineer, and it is actually because of my merits. Then, we went outside to look at my 20k mile, 2014 Accord Sport and he scanned the VIN. He asked how much I have left to pay then said I would need to go in on Tuesday to sign the papers and took a step backwards, toward the office. I said that I wasnt planning to sign anything until I knew how much I would get for it. Then he said he would give me what I owed. When I told him I wanted more than that, he said, "You better keep shopping then. Go to CarMax or something." Then he walked away. I drove off confused about situation, and without a formal appraisal. That is unfair treatment, even if the prior conversation had not taken place. I know car salesmen arent known for having the best intentions, but this experience was far beyond what someone (whether young woman or Mexican-American professional or NOT) should have to go through just for an appraisal that didnt happen. It is really sad that people who think in that archaic way still exist, and serve in customer service roles. I am so glad I did not sell him anything, and I can only imagine how he disrespects the clients buying from him in Gurnee.

SA

Sarah Doyle

Like most people, I dread going to a car dealership, anxious about the hassle & haggling that may go along with purchasing a new car. About a week ago, we headed back to Rosen in Gurnee to look at new Honda Odyssey vans and, after an unpleasant experience a few years ago, were bracing ourselves for another battle. But we met with anything but that. Our salesman, Joey Pescatore was awesome…he was knowledgable, direct, pleasant and helpful. He understood that we were giving the dealership another chance & was genuinely appreciative of our business. He asked what we were looking for and what payment we were comfortable with, and he didnt try to talk us into anything else or skirt around our requests. Because of that, there was no back & forth negotiating and we were very happy with the "deal" we were offered. Joey was efficient and considerate of our time and when we decided to leave with a new vehicle, made that process seamless and quick. We love our new car & still plan to return to the dealership for a tutorial on all the amazing features the Odyssey has to offer. Joey has assured us that we can arrange this at any time, with my four kids or without, and hed be happy to accommodate my schedule. After only having my new vehicle for a few days, I walked out of work to a flat tire. I was so frustrated and called Joey to see if Rosen could help. Did they ever! They got me right in with the service department & within 30 minutes of handing my keys over, I was told my tire was repaired at no charge. This was just awesome! I was dreading how much the repair/replacement would be - there was a nail in the tire - and instead, was told my car was ready to go, and nothing was expected from me. I cannot say enough how grateful I was for that and how exceptional that kind of service is. Joey and the service department took such great care of a situation that really wasnt their responsibility, and for that, I am so thankful! I would highly recommend working with Joey Pescatore at Rosen Honda in Gurnee. He is a class act in an industry that too often lacks that! Many thanks to Joey!