Business ProfileforHonda of Murfreesboro

I have used this dealerships service department for over 3 years with no incidents until last month. My vehicle came in with only one issue, the passenger side rear view mirror being damaged. When i received my vehicle i had a large cracks in my windshield. Reported the issue to Service advisor Collin and then he went to get the manager after he saw it to report it. It was stated that the window came in that way and it couldnt have happened here. After going back and forth with him being VERY RUDE AND DISMISSIVE, I went straight to the general manager. After talking with the GM, he stated that they would want me to file it with my insurance and they would pay the deductible. I stated that I would think on it, but I seriously doubt that this would be feasible. After contacting corporate, they stated that the vehicle came in that way and they werent at fault for my windshield. If you want to be treated as a liar when one of their representatives drove your vehicle into the service bay and stated that your windshield wasn't like that when they got in the vehicle to move it forward. Then this is the service department for you. It is very important to note again that the service manager is RUDE, DISMISSIVE, and has no people skills or couth about himself when it comes to customer service. I hate that I will now have to travel to Franklin, TN (1hour away) instead of my own neighborhood Honda dealership which is 8 min from my location. They have lied to corporate and attempted to say my claims are fraud, but they quickly asked about a crack in my wife's screen protector in her vehicle when we took it to get an oil change, but if my windsheild was cracked before it was received why wouldnt you ask about that? SHADY practices as other reviewers have stated in previous posts.

Thanks so much for your review and letting us know your displeasure in your experience. Like we talked about while you were here, even if the crack in the windshield wasn't there where you could see it, there were several spots on the windshield that showed impact marks where something had hit it. Whether it was rocks from driving on the interstate or something else, the windshield had been damaged prior to your time here with us that day. Again we apologize that the crack must have appeared or spread while here (we had just had some very cold weather), it wasn't because of anything that we did. The multiple points of impact damage proves that the windshield was damaged from road or debris conditions while driving. All that being said, I did use this instance for a coaching moment for my staff as far as keeping a professional and polite demeanor while interacting with clients. Part of the issue, and you stated that you have been coming here for 3+ years without any incidents, but that isn't entirely true either. I know about another time that you have been in before and stated that we damaged something else on your vehicle. We strive to provide the very best service and care for our clients and their vehicles, and although we aren't perfect, we do try to correct issues when we make mistakes, but in this instance, the crack in the windshield wasn't caused by anything that we did.

1. The crack was never there before I arrived at the dealership, 2. The windshield wasn't damaged before I left it in your possession 3. What I stated is true about coming there three years without an issue, but since you want to bring that up (which has nothing to do with this instance) let's go there. Yes, there was damage made to my vehicle and your service manager was rude and dismissive once again to the point where i had to address it with the GM. This RUDE and DISMISSIVE employee didn't even attempt to ask if i had the package that would take care of damage of this nature and continued to be RUDE and DISMISSIVE until you brought both of us in your office and you saw that I had the package that would cover the damage. Then, your employee sat there like a scolded school aged kid because he knew that he was being brought in before the GM about his actions and verbage that was used with a customer, but never thought to ask if I had any protection/warranty to cover anything like this. Also, since you want to bring that instance to the light, let's talk about one of your salesman talking to me about trading my car in and I was very specific in what I was looking for and what I wanted in order for me to consider trading my vehicle. Over the phone, this employee stated that he had a vehicle that I would fit exactly what I was looking for. When I arrived at the dealership, this person had no clue as to what he was doing. He started off asking me preliminary questions that we had already discussed over the phone. This should've been a red flag here, but I ignored it. Then, the person left to go get the vehicle that he thought I would consider trading my black on black full 2nd row vehicle with sunroof. Now remember, over the phone we discussed that I only wanted a vehicle BLACK or another dark color preferably red or maroon in color, sunroof, and captain seating, but the rims could be different from the vehicle that I have purchased from them previously. He brings out a white vehicle that didn't have captain seats nor sunroof. Then attempts to walk me around the new car lot just looking at cars that didn't meet the requirements that we discussed over the phone. So we now go back inside and the associate had to see if they had one more vehicle that would fit what I was looking for. This associate left me at his desk and I went to use the bathroom considering the amount of time that he was taking to look for the right vehicle for me. As I returned from the bathroom, there was already another couple who doesn't look like me sitting in my chair where my paperwork was currently laying on the desk. I stood and watched him talking with this couple as if we weren't discussing me trading my vehicle. At that point, I came to you again discussing the issue about me being brushed off and again other employees that were working at this location stated they were wondering why I was standing there with this look of disbelief. I was attempting to give the dealership the benefit of the doubt, but I learned a valuable lesson in this situation and your response. I am 6'4 and I can see the entire windshield and there wasn't any damage to the windshield when your employee received my keys and drove my vehicle forward to check the tires in your service shop. My line of sight is different from your normal customer The damage to my windshield was low enough that you would be able to see it as soon as you entered the vehicle just as I did once I received my keys from your employee. Why hasn't this employee shared his side of the story considering he is the one that drove the vehicle and also stated that the crack wasn't there when I came in the dealership and asked him about the damage. Did the employee state this to you? Did you even ask the employee that was present during the intake of my vehicle? Matter of fact, why all of a sudden was I asked about my wife's vehicle from the service person that was working on her vehicle about a crack that was present on her dashboard? So it is standard practice to ask about the dashboard, but not the windshield considering that the damage to the windshield would've been in there line of sight as soon as they entered the vehicle. If it was already there as you stated, why didn't your service representative ask about my windshield? You had an opportunity to address this in your previous statement, but didn't because you know what the truth is. It is fine that you are taking a stance of this nature, but please believe me that your response says volumes and further confirms that I should consider other locations instead of this one. As you stated in your comment, "we strive to provide the very best service and care," but your service manager continues to show the opposite of this. The very words that he stated were, " The vehicle must've came in like this because nothing like this could ever happen here." Well it did happen there and the other employee that took my keys knows it. Again, lets tell the ENTIRE story and not just parts. I was sparing providing details and was really speaking to help spare these other situations, but since you are trying to discredit me, I can go even further in detail if you would like for me to continue so that we can share everything that occurred with this situation.