Category: | Honda Dealer |
Address: | 100 W Schrock Rd, Westerville, OH 43081, USA |
Phone: | +1 614-882-1535 |
Site: | roushhonda.com |
Rating: | 4.6 |
Working: | 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–6PM 9AM–6PM Closed |
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Wallace Lau
This review is specifically on the body shop. I was a happy owner of a Pilot until someone rear-ended me. Since Roush had worked on my Pilot before, I took it over to get an estimate. Upon arrival, I was told this is a total loss. (The Pilot is worth about $11,000 retail according to KBB, they estimated it is minimum $8,000 repair.) When I ask them if I can get it written down, they danced around and said they "only do written estimates with an appointment". Fair enough, I took his word for it and left. Thereafter, since I travel frequently for my business, and thinking the Pilot is totaled, I went and bought a new vehicle so I can get back on the road. Fast forward about a week later. The insurance company finally sent out an adjustor, wrote me a $2,600 estimate, cut me a check, and told me I should get it repaired. Now we all know insurance companies low-ball their estimates, and I guess you can blame me for too trusting as I shouldnt have bought a new truck based on what some guy told me. But what really bother me is that when I called to schedule an appointment for a written estimate, they asked me a bunch of questions and then refuse to schedule me. To be fair, I did consider not fixing the vehicle depending on the final insurance payment, and just put the money towards the new truck (which is completely legal). The insurance adjuster also told me if I can bring another estimate they will write me a supplement. Therefore, if Roush could put their original $8000 assessment on paper, it will help me a lot. But when I explained this to them, suddenly everything changed and they sounded like I was lying to them and implied the insurance company will *never* work with me that way. They said the only way I can get more money out of the insurance company is to drop off the Pilot at their shop, let them tear it apart, and let them file a supplement. To make matters worse, I took the Pilot to several other body shops thereafter, and nobody had any problem giving me a written estimate. Some even told me if I dont want the car fixed, I should still get the extra payment from the insurance company directly. In addition, none of those estimates are anywhere near the $8,000 mark they originally told me. The most thorough one clocks in at ~$5,500 - nowhere near a total loss. It really makes me wonder what else they are not telling me. That said, the Pilot is now in another shop getting repaired. To this date I still dont understand where the original $8000+ assessment came from, and why they are so resistive on giving me a written estimate. I was clearly told if I want it written I just need to make an appointment and come back, but when I did exactly what they told me to, I was given a whole other bunch of excuses. I understand a business needs their income, and they are not guaranteed the job even if they helped me with the written estimate. But thats the nature of the beast - you build a relationship with your customers, earn their trust, and they will give you the business. In contrast, I will never shop at Roush again as this experience shows a lot of iffiness that left me very uncomfortable. In fact, I dont believe a company should be allowed to change their stand on-the-fly like this. I mean, if they wont even stand behind their words, would they ever stand behind their work? You tell me. Wallace
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K F
Being from Cleveland, kinda odd how I ended up in Westerville but pretty happy it worked out the way it did. Was looking for a V6 Accord coupe, sending inquiries out via normal channels and thought I was contacting a local Roush dealer but apparently not. Regardless the responsiveness of Cameron Bryant and his no-pressure approach to finding me what I needed/wanted in a dealership experience was reason enough to hop on the highway and drive 150 miles to discuss a purchase. Normally car buying can be a somewhat mentally-draining experience; youre trying to get the best deal you can and the dealer is trying to make money, as well they should. Its a business, after all, and would you run a business by breaking even or losing money? Of course not, perhaps a point often forgotten by those seeking to purchase an automobile in a historically adversarial exchange between customer and dealer. Well, its pretty apparent that Roush, and especially our contact Cameron (hesitate to use the word salesman as at Roush, they are the farthest thing from the stereotypical car salesman there is), lent a subdued, entertaining and cooperative air to the experience, making it well worth the drive to Columbus/Westerville. No high pressure tactics, no BS, none of the typical mumbo-jumbo and game-playing that some dealers still resort to in this Internet-connected age, where the anonymity of a keyboard and computer can often make one bolder than one would be in person. It was more of a cooperative effort to meet both our goals;p me purchasing a car I wanted and Roush making a sale. Lets face it...many go into the car buying experience with their guard already up, willing to fight to the end for every last penny, thinking the dealer is always hiding something and looking to take advantage. Just go to Roush, find Cameron and put all that nonsense aside. A nice, casual atmosphere, yet willing to go the extra mile to make thing easy and extremely satisfying...to all parties involved. All I met at Roush, from Cameron, to Mark, to the Finance Department and everyone wearing the Roush logo, were friendly attentive, and quite frankly, very entertaining to deal with. I had come down on a Thursday to get my current vehicle appraised for trade (of course in my opinion, a priceless, one of a kind car) and then worked out a fair, equitable and realistic potential deal on an incoming unit. Drove home pondering, decided to run one more option by them and was quickly rewarded with a You have a deal confirmation. As it was an incoming unit, a asked if they could skip the dealer prep and, aside from mechanical and functional verification of the vehicles operation, leave the car wrapped and in just rolled off the truck condition. Upon arrival that Saturday, the vehicle was just as I asked, the paperwork was all in order for a quick and painless transition...which was exactly what happened. No surprises, no trying to sell other services or options...just a really fun time picking up a car which I hope to own for quite a while. There really is no need to dread the car buying experience when going to Roush...as long as you realize its something that has to be fiscally prudent for both sides, they wont let you down. And youll likely have a boatload of fun too. Great place, highly recommended....go see Cameron and you wont regret it.
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Kirsty Aryeetey
I wish I could give this 0 stars but I unfortunately I cant. I took my car in yesterday because I needed an oil change and in addition, my car was having trouble starting intermittently. When I took it in, the process was quite simple and everything went smoothly - I dropped off my car. A little after 4 p.m.I got a call with what was wrong with my car - I needed a new starter among some other things. Never was it stated in this voicemail that my car had died or that they couldnt complete the service. I couldnt afford a new starter so I went to the dealership to pick up my car. When I arrived, I was greeted by a service advisor who stated that they couldnt complete the service on my car because my starter had died. IN order to complete the service on my car, they needed to be able to to be able to get the car started. He gave me the prices for the new starter and I told them I would discuss it with my husband and get back to him. This morning, I decided that I couldnt afford the starter and the other things they wanted to do so I would take it else where. I called them and spoke to another service advisor and asked them if there was some way they could just start it and finish the service so that I could pick it up. He told me he would look into it and call me back. Within a few minutes, he called me back and said they were done and I could come pick it up. Then I get a voicemail from them a little later saying that they put the coolant in but they werent able to start the car. So if I drive it away, there is a chance that the engine may overheat but I can come pick up the car when Im ready. I went to the dealership today and spoke with yet another service advisor who said that he would get my original service advisor, David to come and speak with me. David didnt even have the courtesy to come speak with me about what was going on and sent the other service advisor back out. All he could say was that since I was going to tow it, I didnt have to worry about it overheating. I just had to have the next mechanic bleed the coolant. He took off 10% off my bill to pacify me but it is not about the money, it is about the principle. They knew that I wasnt going to get the starter from them so they put in the coolant, even though they knew that without starting it, it could lead to my engine overheating. I had asked them to tow the car last night, if the next mechanic was just going to have to drain the coolant, why did they even complete the service? Im guessing just so that they could charge me. In addition, they were dishonest. It was just about the money. The attitude and concern they greeted me with when I first when to schedule my appointment, is not the same attitude they treated me with when this issue came up. Needless to say, I wont be using them again. Terrible customer service.