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Edwin was very professional and did a follow up call to make sure everything was completed correctly. There was one minor issue and he had me bring my car in and fixed it himself!
Thank you for choosing our dealership! Our team was happy to assist you however possible. Come back soon if there’s anything else we can do for you in the future! - Shane Parrish, General Manager,
They did a great job.
They were very friendly, and explained what needed to be done to fix the vehicle. I would definitely take my vehicle back to them .
Thanks for that positive review. Come back again soon if there’s anything else we can do for you or your vehicle! - Shane Parrish, General Manager,
Great customer service. Brandon was great. He made sure that I am Informed about the wait time and service. Made sure to offer beverages while waiting
Thank you for taking the time to review our dealership Dany. We are happy to have earned your recommendation. Come visit us again soon! - Shane Parrish, General Manager
Poor customer service and shady scare tactics
The service experience at Stockton 12 Honda on 27Mar2021 was absolutely abysmal. I brought my 2015 Accord Hybrid in for an A1 maintenance code service. I have a separate service package with another provider to perform alignments and tire rotation. Therefore, when I set up the appointment, I asked if it was possible to have the A1 service without tire rotation. I was assured this wouldn't be a problem. I arrived early for my appointment and was told I would need to wait for an opening. The on-duty service manager (Robert) checked me in. To ensure that the tire rotation would not be performed, I repeated my request a couple of times to Robert. He somewhat impatiently confirmed that that wouldn't be a problem. Also, during the check-in, he used a scare tactic to inform me that my car was well-overdue for a fuel injector service. Not being a car-guy, and not having my owner's manual memorized, I finally relented to his high-pressure tactics. Upon later research, my manual makes no specific reference to such a service (and my car was not exhibiting any symptoms of injector issues). I was given a quote and a time to completion of approximately 90 minutes from check-in (about 12:30-12:45 PM). Fine, I patiently waited for the service to be completed. The quoted time elapsed...then another 10-15 minutes. Robert walked up to me, and indicated that because my car is a hybrid, the service would take "...a little while longer." I said, "Ok, fine...what another 15-20 minutes?" Robert replied no, "..it may take until about 2:00PM." I replied that I did not consider that to be "a little while longer." He shrugged and offered to call an Uber for me...I declined, not wanting to pay to run the rest of my day's errands. The extra time elapsed, and he finally called me to review the service and make payment. Well, what was the first set of services described?? The oil and filter change with tire rotation. I said, "hold on...did I not tell you multiple times to not rotate my tires? A request to which you verbally agreed..." He immediately issued a string of denials. Saying that he recalled no such request on my part. I proceeded to tell him to have the service tech undo the rotation. After a few minutes, he pulled my car back into the service area. Upon returning to his desk, he informed me that the technician was now busy and it would be at least 45 minutes before they could address the issue. I requested a rebate on the total bill...Robert refused. I asked him if he was, essentially, saying that my time was not worth anything...another shrug. During this exchange, no floor manager was ever summoned nor was any offer made to intercede. By this point, I had no intention of wasting another 45 minutes. I requested that the bring my car back out and I departed. Please exercise caution when obtaining service from this dealership.
Thank you for reaching out. We want all of our customers to feel taken care of during their service visit. I’d appreciate the opportunity to learn more about the communication issues you’ve experienced so that we can continue to improve the customer service we provide. I hope you’ll give me a call at your earliest convenience. - Angela Warner, Service Manager, (801) 553-5153
Cody is a great service writer.
Only reason I come to the dealer is because Cody. He is great! Have other buddies that are techs but would rather take it her cause Cody is so helpful.
Thank you for choosing our dealership Matt! Our team was happy to assist you however possible. Come back soon if there’s anything else we can do for you in the future! - Shane Parrish, General Manager
Techs don't know check engine light error codes
Brought Honda Pilot in to Stockton 12 when check engine light went on. Told service rep car had lost some power. They called to tell me the car needed new radiator and gas cap so had it installed. Also needed emissions test. When they called back the service rep said car was ready but needed to be driven as check engine light was still on. Asked them to drive it and day later was told car was ready. Paid $975 bill and drove 6 miles home, parked car for several days. After driving about another 10 miles car overheated so was towed back to Stockton 12. Service rep called to inform me the car needed a new head gasket which would cost $2500 but they would give me a $500 credit. Apparently the service tech was not trained enough to understand the error codes the engine control unit reported. Had they told me the car needed a new head gasket in the first place I would not have had any work done at all as car was not worth $2000. When I asked about why error codes did not identify low compression on any cylinders I was given the mumbo jumbo condescending run around by both the service rep and the service manager. This car had been serviced for many years at Stockton 12 and always seemed to develop additional problems each time it was worked on. Shame on me for not switching to another service provider many years ago. This dealership should not be trusted.
Hello John, when you brought your vehicle to our service center, we found that your vehicle needed a new gas cap and that the radiator was leaking. Once the gas cap was replaced and maintenance was done to replace the radiator, we test drove the vehicle for an extended period of time in order to get the vehicle ready to pass emissions. At that time, the system did not show that the cylinders were misfiring – or even had an issue. If an issue had shown up then it never would have passed emissions. Our team works hard to provide every customer a comprehensive, honest diagnosis and thorough service advice. If there is anything else we can do to help please let us know. - Angela Warner, Service Manager
Service manager was friendly and helpful. Waiting area was comfortable with complimentary drinks and snacks. Free exterior car wash was included. Work was finished when promised. No complaints.
Hello! Thank you for making us a part of your day. Your review is much appreciated. Stop by and see us if you need anything else down the road. - Shane Parrish, General Manager
I have had my Odyssey serviced here a few times and it is always an excellent experience. I love that they text you to update you on the progress and they have a very clean waiting room with snacks. I’ve had worked with a few different advisors and they have all been great. Most recently Brandon has helped me and his customer service is awesome. Definitely recommend this place!
That is great to hear Erika! Our team was happy to assist you however possible. Come back soon if there’s anything else we can do for you in the future! - Shane Parrish, General Manager
Be Careful when you buy a new car.
My Bad experience is related to process of selling me the car, and how the dealership dealt with the issue. When finalizing the deal I found out the financial advisor has included a theft protection plan, that I did not ask for, when I asked him to remove it, he tried to play smart, he told me that this is part of the sale blah blah , eventually he removed it, but replaced it with service and paint protection plan, I was OK with that, because the paint protection plan seemed to be good. Latter I when I needed to use the paint protection plan ,I found out , it covers almost nothing, and the coverage contract has two more pages that the financial advisor , did not give to me, thought the contract state I should have reviewed the other two pages that explain the policy. The very disappointing part, was when I brought this issue to the mangers in the dealership, they intimidated me, and tried to make me feel stupid, and I am the one who dose not understand the policy that I bought. Though I am very precise, and I know exactly what I am doing. And it is clear that I was cheated. If you buy from this dealership or (any other dealership) , read every line, if there are any charges that do not make sense to you, ask about them, if not convince , look them up , or ask somebody, do not let them intimidate you.
Hello Ahmad. We want each customer to feel like they enjoyed a transparent car buying experience, clear of any confusion or misunderstandings. Anytime a customer like yourself feels they were in any way misled then it’s my responsibility to figure out what we can do better in the future and how to improve our customer service experience overall. I hope that you’ll give me the chance to do just that and to further clarify any questions you might have. I hope to hear from you soon. - John Chuidian, General Sales Manager, (801) 553-5100
Terrible Dealership - use your Hood as a clipboard
We were just trying to drive through and look at their used car inventory. Their new, young sales associate stopped us and assured us that he had what we were looking for. He told us to pull in the front parking area, and he would be waiting for us. We parked, and then he tried to lure us inside to look for inventory. We indicated that we would rather just walk around outside. He asked to follow us around as he was a new salesman and needed the practice. We indicated that we were looking for used cars perferably under $6,000 and 150,00 miles. Their salesman told us everything was more than that but his Internet sales manager was a magician with numbers and could work something out. He tried showing us several cars, and we indicated they all looked above our price point. Finally, we just told him there wasn't anything clearly on their lot and thanked him for his time. He insisted we had to talk to his Internet Manager. We tried to be nice by waiting around to let his manager know they had nothing we were interested in. The Internet manager came out, and we indicated they had nothing in our budget but if they wanted to watch for something, they could contact us. We were very tired by this point after searching all day for cars at different dealerships on a very HOT day. To have to play the game and try to be convinced into a more expensive vehicle than we wanted to buy, was infuriating. To make matters worse after this ridiculous game, their new young salesman proceeds to ask for our contact info. Then he has the guts to write our contact info on a piece of paper, while using our SUV hood as his clipboard. I was appalled. I couldn't believe that would actually happen at a dealership. We keep our vehicles in pristine condition. To have someone use our hood as a clipboard was so irritating and completely unaccepatble. I am sure they wouldn't want a customer to do that to one of the cars they are selling. Why would I want that on my vehicle? Of all the dealerships we worked with today, theirs was by far the WORST!!!
Thank you for reaching out. It is unfortunate to see that you are not fully satisfied with your experience at our dealership. I would appreciate the opportunity to learn the details of your experience. Please contact me at your convenience so that I can be of further assistance. - John Chuidian, General Sales Manager, (801) 553-5100