My Review Of Lundgren Honda of Auburn:
Lundgren Honda would have to make an exceptional effort to provide worse customer service than I have experienced, repeatedly. Once you read this you will probably wonder why I even took my car there the last time - it's because they are the closest dealership and I needed a service that was under warranty. They're so awful they'd almost make me not want to buy another Honda (though I do love Hondas) just so I'd be sure to not have to go there again!
Let me first share some of my past experiences with Lundgren before the latest fiasco:
- I took my Civic to them a few years back because the backlight of radio/CD display went out. Honda covered it under warranty but Lundgren somehow changed the wrong part, so I drove off in daylight thinking it was fine only to find that night that the original problem had not been fixed! They couldn't see that in their dark garage?! (This was back at the old location). They had zero quality control.
- I went through them again when a weird rust spot appeared on an untouched part of the car. Honda again covered it under warranty. Lundgren had me drop my car off at their main dealership (still the old location) in the morning and they were to take it over to their body shop just down Route 20. I called in the afternoon, as they'd instructed because I wanted to get a better idea of how long the job was going to take, and the body shop bluntly told me that they had no idea where my car was. I had to then call the dealership/service folks again and, after some confusion, they found that they'd misfiled some paperwork and just had my car sitting on their lot still. How long would my car have just sat on their lot if I hadn't called?? Then, when I finally got the car back from that minor body work (an extra day late because of aforementioned forgetting of my car), there was white junk all over the interior upholstery and the windows were extremely streaky and filmy on the inside. They hadn't been dirty when I dropped it off. I showed the service manager, who agreed it was awful but was otherwise pretty useless, and ultimately had to drive it back to the body shop on the weekend myself and wait while they cleaned it properly. They completely wasted my time.
I'll spare you from a few more, relatively minor situations and get to the big one...
- In early November (2012) I took my car to Lundgren (now the new facility) for a potential warranty/recall issue with the wiper motor. I also asked them to take a look because there was a weird sound by one of the wheels. I made an appointment online with the only service person I have found there to be really good (Gail - ask for her if you must go!) and I wrote a detailed description of what I needed. Now, you'd think the online form was used, but none of that but the appointment time itself carried over from the web site, so I had to go through it all from scratch in the morning. I ended up working with Eric, who seemed nice and took down all the details and said he would call me in the afternoon with what they found. I ended up having to call him because it was getting close to the end of business and I'd heard nothing all day. He said the wiper would be covered but for a $50 deductible and they also recommended a transmission fluid change (about $80). The wheel noise was brakes/rotors and I declined to pay $479 for them to do what my husband took care of in less than an hour, in our driveway, with just basic tools, for $60 in parts from the local auto parts store. I digress... So I said to Eric that I'd go forward with the wiper motor and transmission fluid for about $130. I confirmed that I was looking at right about $130 and he said "yes." Fast forward to the bill, for which I gave him my credit card by phone so I could pick up my car after hours - they charged me just shy of $180, about $50 more than agreed! And I'd received no indication whatsoever that it would be any different. I called Eric and he said "oh that's what we talked about" and starts talking about a "shop fee" and a "diagnostic fee" that were _never_ mentioned before. Keep in mind they got an over $400 job from me including what the warranty paid them. Eric proceeded to tell me not to worry, and literally called me "hun," short for honey, because he apparently thought that was an appropriate way to address a female customer. At that point I nearly lost it and ended the conversation quickly. That same day, I happened to receive an automated "Thank you for choosing Lundgren" email from the service manager, Stephen, so I brought the issue to him. He initially handled it rather well and apologized and reviewed the bill and agreed to send a refund for the magically appearing fees and said it'd be in the mail the next day. Two weeks and several additional follow-ups later, I had no refund and had to keep following up, to be told I'll get a response, and then several more days would go by and I'd have to follow up again. This was so absurd, it would have been funny if it weren't a major point of frustration.
I did finally get the refund after I wrote and posted this review in December. I seem to have then missed a follow-up email from this site, saying Lundgren had contacted me through it, so they took the review down because I hadn't responded. I found that email today and luckily had saved a copy of my review. It's true and needs to be shared to hopefully save others from the absurdity of Lundgren's incompetence, or at least help you make sure to know what fees will be charged and check your bill carefully.
P.S. I didn't buy my car from Lundgren because I saved over $1000 by making a longer trip - worth it for the savings but impractical for regular service. You can get "no haggle pricing" anywhere if you're willing to pay MSRP, or you can put a little effort in and get a much better price elsewhere.
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