Due to a paint recall, I took my vehicle in for repairs. (The paint had faded off several areas of the car.)
It took a few attempts to get through to someone, but when I did, I was told the work would take two weeks. I dropped my car off right when the office opened on November 7th.
I attempted to follow up with Donnie about a week later to confirm if everything was still on schedule. After several calls and endless transfers, I was told that Donnie was unavailable, and due to the Thanksgiving holiday, my car wouldn't be ready until Wednesday, November 28th. Seems understandable, so I wasn't upset.
On the morning of the 28th, I called to confirm my car was ready for pick up. I had to call five different times, kept being transferred, and left voice mail messages with three different people, including a manager. I did not receive a call back from anyone.
I called back again today, the 29th, still trying to confirm the status of my vehicle, only to be told that the manager and Donnie were both on lunch and I could leave another voice mail message or try calling later. When I did call back, Donnie was unavailable to take my call (are we sensing a trend?) so I was transferred to Yolanda. She proceeded to tell me she had a note stating that I had received a callback on Wednesday to let me know my car would not be available until Friday. After letting her know I never received said phone call, she was incredibly rude and insisted that I had received a call back.
I understand that a process like repainting a vehicle takes time, but my complaint is for the lack of customer service that has been provided. Judging by other reviews I've read, the only good notes are from customers who purchased a vehicle. I'm sure the whole Honda crew is extremely courteous when trying to get your money!
Not once have I received a returned phone call from this establishment. If you do take your vehicle in to this poor excuse for a business, do not expect to be kept in the loop at all or receive a shred of basic common courtesy. To say that I am disgusted by the horrible customer service being provided is an understatement and I will never be bringing my business here again. I hope any of you reading this are able to find a more professional dealership!
My experience at Round Rock Auto-group has been one dismal d. My experience at Round Rock Auto-group has been one dismal disappoint after another. I brought my 2011 Honda Pilot to them about 11 months ago because the power steering pump was leaking and my rear left tire kept loosing air pressure. They replaced the power steering pump and patch the flat tire. About month later the tire start to loose air pressure again. This time I took it to Firestone and they patch the tire. I wonder if Round Rock Auto-group ever patched the tire to start with. Anyways, a week ago I got another flat due to a screw and took it to Firestone to fix the flat. In the process of fixing the flat, they told me that my power steering pump and/or rack and pinion was leaking. I had bought a very expense extended warranty for the Pilot that had no deductible. So I just figure I would take it back to the dealership. I went back to Round Rock Auto-group because they worked on it last and I figure they would know what the issue was. I dropped the Pilot off at 7:30AM and start calling them back for an answer at 10:00AM and got a voice mail. I called again at 11:00 and was told the rep. Donnie was at lunch and the Pilot was with the tech and they still did not know if the power steering pump and/or rack and pinion were bad. At 12:30 I called again and was told he was still out, I had to threaten to pick the Pilot up just to be told he was outside and will call me back in 15 minutes which was more like 30. When I spoke to him, he told me that he has been unable to get with my warranty company and kept rambling on about it, I had to literally stop him tell I wanted to first know what they found was wrong with the Pilot. I told him that if he had an issue with my insurance, I would call them and take care of it. I also told him, I did not show up at 7:30AM to wait until 1:00 to find out what was wrong with my Pilot. There is a reason people show up early, and this is to get done sooner. I was pissed so I told him I would deal with the warranty company myself and pick the Pilot up now. He asked me to give him 15 more minutes to attempt to get with the insurance company. I told ok. I call the insurance company right after I hung up and got a person immediately. This person also told me that they spoke to Donnie a little while ago. I thought it was odd it took me one phone call to get the person and it took Donnie all morning. Donnie called me back about 25 minutes later and started rambling about how the insurance company does not pay well, I had to stop him again and tell him to just tell me what the difference is, he told me that I needed to pay $1000 more than my insurance was paying because they were paying so poorly. I told him that I would just pick up the Pilot. I called my warranty insure back again immediately and asked them what the hell was going on, I did not pay them several thousand dollars for crappy coverage. I told them what Donnie told me he wanted, another $1000, they told me they pay the standard rate per man-hour for a job based on some mechanics standards. They told me that they wanted to call the floor manager and that this was crazy. I told them at this point I would rather go somewhere else. They agreed and I contacted Trudy at First Texas Honda. I went to pick up my Pilot form Donnie, when I got there Donnie tells me that he could reduce the amount to $600 if I was to accept a used part. What joke for a service center, you could have told me this on the phone and saved me the trip. Again the worst service ever!!!! I brought my Pilot to them Monday and only told them the same thing I told Donnie. I wanted to be sure I was not over reacting over the $1000 issue. I picked up the Pilot today and paid nothing out of pocket. I never mentioned the $1000 Round Rock Auto-group wanted. They were just honest. In-fact, they even called me by 8:58AM Monday morning to confirm what they found was wrong with the Pilot. Thanks Trudy!
BEST DEALERSHIP IN TEXAS!!!.
Where to Start... Eric Patterson ran the numbers and got me approved for .9 financing if I went with the 2011 CR-V so... the payments went down on my monthly note and I get a car with .9 interest so I basically pay less than $700 for the life of my loan! SOLD! So Manual Valdes the most awesome sales person and another sales person that has since left :( helped me find my perfect fit! I bought the CR-V EX in Silver and was super excited. Drove home and things were GREAT... Paperwork process smoothly, no pressure, great deal! And Bill Owens was the finance manager and he was completely honest with me on everything they had to offer and wasn't pushy with the things they could offer but he knew I didn't need!
Well a month went by and I had a little issue with my paint on the front of my bumper. I called instantly to the dealership and they told me they would have Katie Holem call me! She did quickly at that not even 30 minutes after my call! She had me scheduled to bring the car in and provided me with a loaner car for the time they would have my car. Not only a loaner car but a brand new car with only 150 miles on it and super nice to drive while mine was being repaired.
I called Honda to file a case and they were very UN-helpful. They did give me a case number but the guy RAY from HONDA corporate (NOT THE DEALERSHIP NO AFFILIATION) was rude and didn't care at all about what was going on with my new car.
Well, Katie, Eric, Bill, Curtis and Manual Valves cared and cared enough they went to bat for me. They did everything they could to help me get this situated.
On the 23rd the Honda Rep Jerry came in to evaluate my car and he approved it to be fixed. Jerry called me and everything that RAY made so hard in 3 phone calls Jerry made perfect in one!
I went through 2 weeks of having to fight with Honda Corporate and during all the stress and anxiety Round Rock Auto Group called me to check on me not to call and tell me status but to call and just see if I needed anything or if I was OK! Curtis the General Manager even call just to see if I was OK and if there was anything he could do to help me. Eric called me at least 3 times and Katie communicated with me everyday to make sure things were going well and I was OK.
This is stressful but Round Rock as Always made sure I was taken care of and that I, as the customer had the love for Honda, love for the dealership there!
AS Jerry said to me when a customer is upset it isn't the car you have to repair it is the customers heart! And he is right and Jerry from Honda Corp did just that repaired my heart for Honda.
Katie Holem is a gem and one of the best people I have ever had to deal with she is in the line of business that suits her and has a compassion and love for people and she understands that people don't want to be in these situations they just need a little help to get through it and a positive attitude to show that someone understands and cares!
This wasn't Round Rocks fault they didn't build the car or cause this problem but they made sure they went above and beyond to make sure that my car was fixed and looked better than when I bought it! I can't and won't ever have anything negative to ever say about this dealership they have the best customer service and truly care for their customers.
You are not just a customer there !!! YOU ARE FAMILY!!!
Be wary of this place salemen are cons.
Please be wary of this place. Some of the salesman is cons.
In my negotiation with salesman the total price was to have included 100k 5 yr warranty. The MSRP was 23175 and the price with warranty was 23678. I was promised over a $600 under MSRP and a good deal with warranty extension
Now for the following I have myself to blame because I did not look closely until about 1hr after getting home. But when I got home I saw that I was charged 23678 for the base and 1450 for the warranty.
I went back and had to fight hard to get them to fix this but was stuck with MSRP. Because they could only find 2 of the 4 negotiation paper work and they conveniently were missing the one where 23678 included the warranty.
I was saved only by the fact that what was in the numbers did not make sense or add up and that they had claimed to be a no haggle dealership (obvious lie but I did fine where it was advertised).
I would have cancelled the contract all together BUT in doing my research it was unlikely that I could have implemented the 3day rule.
Now I will be rating them at the lowest possible when i fill the customer service. And if anyone knows that will put pressure and probably hurt then more than the con attempt
Horrible Customer Service AFTER the Sale..
I purchases a used car (pre-owned..whatever) here in early August. The sale and everything that took place that day was extremely smooth, and I was in and out in a few hours. No complaints about the car or the day of purchase. However…After being told that I would receive a phone call when my plates arrived, I took my car home and patiently waited for the phone call. About a week before my temporary plates were going to expire, I called to see if my plates were in. “Yeah, they’re here” I was told over the phone. “Great, can you mail them to me?” I asked. I live in far south Austin – practically Buda. Running up to Round Rock to get plates just didn’t fit into my schedule – OH, and I was preparing to travel for work, and I wouldn’t be back in town until after the temporary plates had expired. “We only mail them out if you live out of town” the receptionist with an attitude said. “Well, I live in south Austin, and it’s at least a 40 minute drive to get to you.” I replied. She said “Well, you have to live, like, 50 miles away for us to mail them.” Oh no she didn’t. So, I don’t live far enough away to get them mailed??
I contacted a friend of mine who works in a completely different division of this auto group, and asked her for help. She didn’t understand why I was being treated so rudely, so she decided to find out what’s going on. After talking to a few people, she was able to get them to agree to mail the plates. A manager had to sign off on it, and he was out for a few days, but he would be back in time to sign off of the plates and get them to me before I left. Great! A few days pass, and I get a call from my friend. Turns out the manager didn’t want to sign off on the plates because, in his opinion, “We’re mailing these right down the street!” (Because, you know, south Austin and Round Rock are SO CLOSE!) After going back and forth with the salesman that I worked with, my friend ended up picking up the plates and mailing them to me. I contacted the salesman that I worked with and expressed my frustration (over voicemail), and a week later, I have yet to get a call back. Apparently he called me once during this whole fiasco, but he called my home number, and after leaving him my cell number, I never heard from him again.
Would I go here to purchase another car? Probably not. I’ll give them 2 stars because the day of purchase was very smooth and quick, but the craptacular customer service I’ve received over the last two weeks makes me want to tell everyone about the horrible experience I’ve had. The fact that they don’t want to please one customer by mailing out license plates (at a very small cost, nonetheless) tells me a lot about this company – and it’s not good.
Good customer service from the dealer. We bought a used car here at the pre-owned lot and a guy named Chris was our dealer. We came at 10 minutes till 6, not knowing they closed at 6:00. Chris did not act one bit bothered by this but proceeded to show us the perfect car for us. Since it was so late, he let us just take the car overnight and come back the next day for the paperwork. We even ended up having a problem with the capital one blank check loan after the finance guy went through the entire process, and he had to do it all over again. We noticed the front end was a bit messed up and they replaced it for free after we had had the car for 2 weeks. Chris was the best dealer we've ever dealt with and this place is pretty cool.
Unethical dealer! I went in with a bottom line price, which they refused (their prerogative). I received multiple calls asking me to come back in to deal, even after I told them several times I was not interested. During one of their calls I let them know that I decided to buy a Pilot from another dealership and here's the bad part... The next morning I received both a phone call and email from Round Rock Honda informing me that this other dealership requested a trade for one of the Pilot LXs they had in stock (apparently that's common practice). The sales associate told me that, because Pilot LXs were in "short supply," her manager would not release the car to this dealership; that "no one else in the area has this car" and, according to her managers, if I wanted the Pilot I needed to purchase it from them! I said forget it!
The only redeeming factor at Round Rock Honda was the sales associate that worked with me. She was a great associate but her managers pushed me to the point where I had no desire to purchase a vehicle from their dealership!
Great Toyota salewoman-Debbie Standiford. Never fails that when I go to their service dept., they either fail to do the work, take much longer than they say, or do poor quality service. I keep thinking they'll step it up and fix the process and hire good techs. Sadly today was an example of the usual. I took my Rav4 in for routine oil change and tire rotation, telling them I have a screw in the tire. An hour later they said the work was complete. But it wasn't. They failed to fix the tire, which was under warranty under the "Extra Mile" and then took an additional 2 hours to do the work! When I got it home and checked the tire pressure, they all had 40 psi--should have been 32-36. Ay yi yi. As I said, they have had plenty of chances to up their standards. Being so close to home it was convenient...
Highly recommend this place.
I bought my 2003 Honda Civic from here new after having done several test drives on quite a few models. I worked with David Carruthers and highly recommend him! He's not pushy at all, knows his cars well and overall is very co-operative. I did have to haggle with him a bit but we quickly agreed on a price and it was relatively painless. David can also help you with Toyotas from their sister and adjoining Toyota dealership. I've also worked with Debbie Standiford (I bought my 2008 RAV4 from her) in the Toyota dealership who I can recommend just as highly. Although the Toyota sales managers are a little harder to negotiate with as compared to the Honda guys, in my experience at least. But as far as sales go, both David and Debbie are excellent folks to work with. I highly recommend them!
Good Guys. I am very happy with my used vehicle from Classic! I found the listing online and had to check it out in person. Being a single female, I am always weary of car dealers and mechanics. Daniel and I did the haggle tango, and were able to find a price that pleased us both. Any questions I've had since my purchase have been pleasantly attended to over the phone. Thanks Daniel, Jim and Steve!
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