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Honda Kingsport - Service Center

3.7

6 Lifetime Service Reviews

2217 East Stone Drive, Kingsport, Tennessee 37660

6 Reviews of Honda Kingsport - Service Center

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July 19, 2017

"Service lacks competence; not trustworthy"

- Andrew

The service department agreed to perform service bulletin 10-081 on my 2011 Odyssey. It's a 3-minute software update on the radio. They returned 27 minutes later and stated that the radio needed to be removed in order to complete the update. That removal would be at my cost. I explained that wasn't part of the service bulletin and was not necessary. They argued. I held my ground, and explained how to do it. They asked me to show the mechanic how to do it. I showed him. They asked if I learned the trick on the Internet. I said, "No, it's in the service bulletin." They then said they didn't print off all the pages, that's why they couldn't do it. 44 minutes later, they returned and said the software update wasn't possible. I would have to replace my radio, >$400. I knew there was little chance that the update had been performed correctly. I ordered the software disc and completed the update myself. It took three minutes and was flawless. The service team is incompetent. They are not capable of following the instructions written by Honda engineers. If they can't follow the instructions to update the software on a $400 radio, should you trust them with more expensive components? Should you trust them with the safety equipment on your vehicle? Attempts to get extra cash from me aside, it's dangerous to allow Honda Kingsport to work on your vehicle. In response to the dealer comments: I didn't ask you to know everything. I ask that you read the instructions. That's all I did; I was able to read the instructions and get the software updated just fine. Service bulletins aren't written so that the customer can find them, read them, and then explain them to the professionals that are paid to do this on a daily basis. I don't expect omniscience; I expect competent reading. I accomplished in three minutes what a trained professional couldn't accomplish in 70 minutes. That's embarrassing. You didn't charge me because I didn't agree to have the radio removed, as the technician indicated was required. You didn't charge me because I didn't agree to have the radio replaced as was recommended by the technician. You didn't charge me because you didn't complete the work that you agreed to do. You didn't charge me because my radio worked before I delivered it to a Honda dealer. The dealership that caused the radio to stop working wasn't Honda Kingsport, but it doesn't matter; you're a dealer network and you fix the problem in the name of the brand. It was Honda's responsibility; that makes it your responsibility.

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Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Amber, Mo
Jul 19, 2017 -

Honda Kingsport responded

We appreciate all feedback as feedback is where we gather the information to get better. Although this feedback is totally unfair, only included enough to slant the true nature of the visit, and didn’t account for the American Honda mandated process , the negative information here still makes us better. We're not perfect, but there are thousands and thousands of parts on all the different models Honda makes and we work on any make and model, spanning over 30 years so we can't possibly know everything. In light of that, we have the resources to research concerns, which in this case, it’s American Honda Motor Company. For clarity, we did exactly as they directed. For clarity, we didn’t charge this customer anything so this by no means is a good example of us charging customers. We do miss things, we do make mistakes, but you can rest assured, there is never, ever, ever, ever, any intention on our part to charge anybody for anything whatsoever for something they don't need. It has never happened and in this case, it didn't happen as well. My wife had a sore throat last year and went one doctor who said it was nothing and a week later another doctor said it was strep. The first physician may have missed it, the swab may have been a bad swab by the nurse, it could have been a fact that the lab messed up something or it could be that the strep wasn't strong enough to register on the scale. No matter, it doesn't make the first doctor a quack, unethical, or have ill intentions. He’s merely human and just isn't perfect. In this particular case with the Odyssey, we seldom run into this issue. That’s no problem because we have the resources to resolve just about anything so the protocol, per Honda, is that we reach out to Honda tech line and do what they recommend. That is exactly what happened here. It is not uncommon for customers who have done their homework online to help us with the repair. More times than not, what you read online in many blogs is not necessarily painting the entire picture for an accurate resolution which leads us to contact Honda for assistance and generally speaking, we run with Honda’s direction. Contrary to the spirit of this review, more times than not, we have people who have gone elsewhere, exhausting a large amount of money only to come to us for a fast and inexpensive repair. In all cases, we do not willingly, knowingly, intentionally, ever, ever, ever charge customers for something they don’t need. Again, we are not perfect and considering the thousands of vehicles that go through our service department each month, we make mistakes, but you can bank on that given the opportunity, we will resolve any issues.

July 17, 2017

"Service is dismissive and lacks capability."

- AndrewB

I'm writing to inform you that you have lost a customer. I have brought my 2011 Odyssey to Honda Kingsport since we moved here. I will no longer be using Honda Kingsport as my chosen service dealer. I attempted to receive service but was dismissed when I suggested the issue and the proposed solution. I returned three days later, the service team said they would honor my request. Unfortunately, they didn't follow the instructions in the TSB. Instead they offered to sell me parts and service (>$500). I ordered the software disc and fixed the problem myself, by reading and following instructions. I'm disappointed in the quality of service, but I'm more disappointed in how I was treated. If you'd like to hear exactly how I was treated, you can listen to the service staff on YouTube: https://youtu.be/RXzSHFRgvSw If you're service team needs help understanding how to complete TSB 10-081, you can show them the video I made when I completed the TSB properly. https://youtu.be/iUlbAWP3-6k

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
No
Employees Worked With
Amber, Mo
Jul 19, 2017 -

Honda Kingsport responded

We appreciate all feedback as feedback is where we gather the information to get better. Although this feedback is totally unfair, only included enough to slant the true nature of the visit, and didn’t account for the American Honda mandated process , the negative information here still makes us better. We're not perfect, but there are thousands and thousands of parts on all the different models Honda makes and we work on any make and model, spanning over 30 years so we can't possibly know everything. In light of that, we have the resources to research concerns, which in this case, it’s American Honda Motor Company. For clarity, we did exactly as they directed. For clarity, we didn’t charge this customer anything so this by no means is a good example of us charging customers. We do miss things, we do make mistakes, but you can rest assured, there is never, ever, ever, ever, any intention on our part to charge anybody for anything whatsoever for something they don't need. It has never happened and in this case, it didn't happen as well. My wife had a sore throat last year and went one doctor who said it was nothing and a week later another doctor said it was strep. The first physician may have missed it, the swab may have been a bad swab by the nurse, it could have been a fact that the lab messed up something or it could be that the strep wasn't strong enough to register on the scale. No matter, it doesn't make the first doctor a quack, unethical, or have ill intentions. He’s merely human and just isn't perfect. In this particular case with the Odyssey, we seldom run into this issue. That’s no problem because we have the resources to resolve just about anything so the protocol, per Honda, is that we reach out to Honda tech line and do what they recommend. That is exactly what happened here. It is not uncommon for customers who have done their homework online to help us with the repair. More times than not, what you read online in many blogs is not necessarily painting the entire picture for an accurate resolution which leads us to contact Honda for assistance and generally speaking, we run with Honda’s direction. Contrary to the spirit of this review, more times than not, we have people who have gone elsewhere, exhausting a large amount of money only to come to us for a fast and inexpensive repair. In all cases, we do not willingly, knowingly, intentionally, ever, ever, ever charge customers for something they don’t need. Again, we are not perfect and considering the thousands of vehicles that go through our service department each month, we make mistakes, but you can bank on that given the opportunity, we will resolve any issues.

March 17, 2017

"AWESOME IN EVERY WAY"

- Mark Oneal

My experience was in one word AWESOME! Myra the associate that assisted me did a phenomenal job and definitely made it feel relaxed and comfortable. Bought my car here and will be buying any future vehicle from here just an awesome place with amazing people.

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Phil Maupin
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Myra
Mar 27, 2017 -

Honda Kingsport responded

Thank you fro taking the time to share your experience! We are glad to hear that our team made your purchase experience a great one. Please let us know if we can help you in the future, and thank you for choosing Honda Kingsport!

December 13, 2016

"Customer service is top notch "

- Christina

Almost a year ago we bought a car from this dealership. During this year we made many attempts to get the spare key for the car, with no success. The man that sold us this car, no longer works there. We went to the dealership and spoke with the general manager, who not only made us a key right then, but also put 2 brand new tires on my car, for the hassle I had to go through trying to get a spare key.

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Customer Service
Quality of Work
Friendliness
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Overall Experience
Recommend Dealer
Yes
Employees Worked With
Manager
Dec 23, 2016 -

Honda Kingsport responded

Thank you for taking the time to leave us a review! We are sorry to hear that you had to wait so long to get your key, but we are also glad to hear that our GM took care of you. Thank you for your business! Enjoy your vehicle!

June 02, 2016

"Top Quality Customer Service"

- Kingo486

I live in Nashville, but am often in Kingsport for business. I have been overdue for timing belt replacement, so it was time. My last Honda Service experience was terrible, so I decided I would inquire at a different dealership. Amber was very kind and their prices were very reasonable, so I decided to go with Honda of Kingsport. I dropped my Pilot off Wednesday night, and Thursday afternoon I picked it up and was good to go. As I got to Knoxville... calamity! The Christmas tree lit, I pulled over and the car stalled. I called Amber and spoke to her and Donna, the service manager. Even though it wasn't fun to break down, Amber and Donna sprung into action and get me taken care of. A tow truck dropped the car at another Dealer, they got me a rental car and put me in a hotel for the night. Donna even checked in well after the dealership was closed to make sure I was good. The next morning, I had a fixed car and I was on my way home. "Stuff Happens"... but it's how people and companies respond that matters. Amber & Donna went above and beyond to make sure I got my car back ASAP. I will gladly recommend Honda of Kingsport and will be back for sure.

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Amber, Donna
Jun 06, 2016 -

Honda Kingsport responded

Thank you for sharing your experience at our dealership! We are glad we were able to go the extra mile and take care of you. We appreciate your business and we hope to see you soon.

March 22, 2016

"Repeat Customer"

- Homey

Repeat Customer,,,,,,, this is Second Honda in a Row, Thanks Phil Maupin, Jj Jordan, Kimberly Flickinger, It was our Pleasure to See the Smiles,,, Thank You

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
JJ Jordan
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Phil Maupin
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Other Employees : Kimberly Flickinger
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