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Worst customer service ever
The most rudest customer service I have EVER experienced. The manager was rude making crappy comments. We’re told our car would be traded in for one value and then told something else the next minute and when we called it out they said we weren’t telling the truth. We STILL stayed and tried to work with them after all that and when we decided to walk due to the HORRIBLE customer service the manager laughed and smirked. Sad that we were very interested in the car and we’re ready to drive it off and sign. I just have never had this horrible of customer service experience EVER.
Theft Prevention is a $299 scam
I had been searching online for close to a year for an SUV for my retirement. I found a 2016 Honda Pilot that fit my needs and was priced right. I scheduled a test drive with Bobbie Russwurm for Friday February 28, 2020. I sat in her office and she asked me what color interested me. I think she forgot I was there to test drive a specific vehicle. We went for a short test drive and when we returned I lifted the hood to look at the engine. The sales manager called her to the front door. He told her someone had test driven it earlier and was coming with a check to buy it. It was chilly out and he told her just outside the front door about 30 feet from me. Back at her desk she explained what I had overheard but I had first chance to buy it. Even the sales manager said there was no pressure. Why let me overhear the conversation or tell me as it was sold either way. I put a down payment and drove it home. The more I thought about it being a sales tactic I contacted Bobbie and told her I would return it for a refund. Around noon the next day I told Bobbie I was going to keep it. She claimed the other person was there when they opened to buy it. On the purchase agreement was $299 for theft prevention. I, thinking it was on all Honda's, questioned it. This was added theft deterrent which only Gurley Leep provides. He talk me into a tire and wheel warranty from punctures and potholes. There is a tire with a nail in it and a bent wheel in his office. He implied it was from his vehicle. I also purchased an extended warranty. After reviewing all the paperwork at home , I found there were four levels of coverage. He never mentioned the lower coverage's and costs. The $299 Theft Prevention consists of a small 1" square sticker just above the VIN on the windshield and tiny numbers etched on the rear glass. No thief of police recovering the vehicle would ever look for it. The VIN does it all. I asked for a refund and have not heard back after 3 weeks. This is our third purchase here and our last. The thief here is the dealership.
We are sorry to hear that your experience did not meet your expectations. Our General Manager, Ryan Glover, will be reaching out to help resolve the situation.
to respond to the manager who responded to me
to the manager who responded to me ....I did talk to the service manager about my problems ( being charged for a test that should have come under my GMC BUMPER TO BUMPER WARRANTY .... he threw all the fault at me stating ...HOW would we know about your GMC coverage ( I bought the car at GURLY LEEP GMC GIANT in MISHAWAKA ) ....WELL you do have telephones AND computers ...don't you ? I only came in for an oil change ( closer to home ) when the serviceman thought there were oil leaks ...why didn't he see if they were covered ??I told him that I had extended coverage that I bought .If he would have contacted G L MISH they could have given him that info ...or do you people not COMMUNICATE ? BTW you fella found 3 leaks ... GL MISH ( who fixed the problem ) ...only found 1 ????
Trey Tyler was great to work with. He made the experience less intimidating. My husband and I dreaded coming in, but we had no choice since our lease was about to expire. As my husband said, he would rather go to the dentist than deal with the hassle of an auto dealership. Trey is personable and went out of his way to make us comfortable.
Hello Cathy, we are so pleased to read Trey was able to provide you with an exceptional 5-Star experience! Congratulations on your new vehicle purchase and welcome to the Gurley Leep family, we hope to see you again.
Appointments DON'T MATTER
They are VERY SLOW AND APPOINTMENTS DOESN'T MATTER! I had the 1st appointment and watch 9 people leave before me and all i wanted was in oil change!
Beverly, thank you for reaching out and letting us know we dropped the ball. This is unacceptable and we would like the chance to rectify the matter. Please provide your contact information as well as the name of your service advisor via email@example.com
2016 Honda civic repair
I feel I need to let others know i had my car taken in for service to have them chk a diagnostic issue. They later proceeded to tell me a few different things needed work to maintain which one of those was a brake flush. He text me a price of $164.95 which I had a prior estimate of $157. Which he matched. I agreed on that and a $20 tire rotation. I went to pk my car up whichI believed would cost me $177 plus tax and IT WAS $262.97!!! THERE EXCUSE WAS I HAD TO PAY FOR SHOP WASTE AND PARTS WHICH ARE GENERALLY INCLUDED IN THE ESTIMATE PRICE?? JUST LIKE AN OIL CHANGE. I FEEL LIKE I WAS TAKEN ADVANTAGE OF AND NOT TO MENTION TOTALLY RIPPED OFF!! I WILL NOT FREQUENT GURLEY LEEP HONDA AGAIN AND I SUGGEST YOU FIND ANOTHER HONDA DEALER OR MAKE SURE YOU GET ALL THE DETAILS ON ESTIMATE TOTAL COST. Sincerely, Wanda Cataldo
WHAT A JOKE
You always hear about dealerships lying just to get you in the door. Well that is exactly what Bobbie did. If they are going to lie to you to get you in the door by saying they are there and then actually not be there and you really get nothing accomplished, it is a complete waste of time. If they are lying from the beginning how many more times will they lie to you. I do not recommend shopping for a car here. WHAT A JOKE.
From what we can see your experience was not reflective of our brand. We are really sorry for that. Thank you for bringing this to our attention. Our general manager would like to reach out as soon as your schedule permits. If you could, please provide us with your best contact information via firstname.lastname@example.org Thank you
The best place to go
I have been a customer of Gurley Leep for longer than I can remember. In all the years I have been a customer, I have never had the first problem with service or sales. With that said, when I decided to trade in my Accord, I headed to Honda. I was greeted by Trey, who was very knowledgeable and patient as I tried to consider the best car for me. It turned out to be the CRV, Trey negotiated a very fair deal, and I love my car.
Hello Marsha, we thank you for leaving us a wonderful review. We are so glad we were able to help you out. Helping our customers is what we love best.
Philip Hamood helped my wife and I with a fantastic used vehicle and he also did a fantastic job helping my daughter with a fantastic used Honda he went above and beyond to help us a d to get the deal done for us so if you to purchase a New or used vehicle then I Suggest you talk to Philip Hamood because he's a fantastic salesman and will go out of his way for all his customers
Keith, we could not thank you enough for providing details of your experience and consistent patronage! Thank you for choosing Gurley Leep Honda time and time again. It is always a pleasure serving you as a customer.
I have purchase two vehicles from Phil Hammond. I have been working with him for a few years now and I appreciate him and his kindness. He’s honest and he knows his job and he’ll go beyond his call to make sure that your satisfied. Ask for Phil Hammond!
Thank you for taking the time to let us know how we are doing.We recognize that at the core a business is about people. With that in mind we are always on the lookout for staff that is passionate about what they do.