Upper Valley Honda

Wish we had of read other reviews before purchasing at Upper Valley Honda. The unmentioned add on fees are ridiculous. $799 for documentation fees (Vermont average is $180)and $299 for useless etching-Th Upper Valley Honda. The unmentioned add on fees are ridiculous. $799 for documentation fees (Vermont average is $180)and $299 for useless etching-The manage said this is done to every car- what a sneaky way to get money. Upon taking the car to my mechanic he found covered over rust that I had to repair and a tire pressure light that should have been fixed. Definitely ask about added fees and get a total before any transaction More

I recently took my Honda to Upper Valley Honda for a warranty repair. The advisor, Jill French, said she would need to contact her regional manager and would get back to me in two days. After three days warranty repair. The advisor, Jill French, said she would need to contact her regional manager and would get back to me in two days. After three days, I called her back and she quickly said she hadn’t heard from the manager, she’d contact him, and get back to me that day. After two more days wait, I called her going directly to voicemail. I left a message. Two days later, I hadn’t heard from her. Again, directly to voicemail. I left another message. To this day, I have yet to get a return phone call. While Honda makes an excellent car, should you wish to purchase one, make sure you have access to another dealer than Upper Valley Honda. More

Both vehicles I looked at looked like they had been used by a family to go on a vacation. Pics showed a clean vehicle, but it was not. Then I am told it had not been recon'd yet? Pics showed it had? by a family to go on a vacation. Pics showed a clean vehicle, but it was not. Then I am told it had not been recon'd yet? Pics showed it had? More

I was looking for a new CR-V Hybrid for my mom and found the trim she wanted on Upper Valley Honda’s (UVH) website. I entered my info to “unlock” my internet price, which was $195 above MSRP (I assumed a do the trim she wanted on Upper Valley Honda’s (UVH) website. I entered my info to “unlock” my internet price, which was $195 above MSRP (I assumed a doc fee). I called the phone number on the website and spoke with a cheerful, helpful internet sales rep. I asked if that price was my out-the-door price, and she stated it was before tax, title and reg. I confirmed again that there were no other fees. She said there were not, so I put a deposit on the vehicle. I was contacted by a sales rep at the dealer (Ben). I told him I was extited by my quoted price and UVH’s transparency. He said that UVH prides itself on being straightforward and honest with customers, and that he would get me a price printout to sign in a couple days. Two days later, he sent the printout, but it had several high-dollar additions. I inquired what they were (because there was no breakdown on the printout): Sentinal exterior and interior “treatments” $1495, Fluid Film undercoating $299, VIN Etching $299, plus a doc fee of $799 that was not mentioned by either rep when questioned. (The doc fee can be found on the website if you scroll all the way to the bottom of the search results - sneaky that they don’t list it as part of my “unlocked” price.) I advised them that we wouldn’t pay for all of that because we were told what our price was and that didn’t include any of those copious fees. UVH declined to sell us the vehicle. For contrast, every other Honda dealer I called told me their add-on fees over the phone the first time I called. That is integrity, honesty and straightforward dealing. That is how a customer should be treated. I car shop for other people frequently, and even own a Honda, and I can thankfully say my experience with UVH isn’t typical. I advise avoiding Upper Valley Honda - take your business to an honest dealer. More

Put a deposit in August 2021 for a new Honda HRV. Car arrived in October which was fine. On October 18 we went to finalize the deal with two trade ins (2011 Honda Fit and a 2009 Smart). As I was leaving arrived in October which was fine. On October 18 we went to finalize the deal with two trade ins (2011 Honda Fit and a 2009 Smart). As I was leaving on a scheduled trip out of state on October 22, I requested to pick up the car when I returned as I was not comfortable driving a brand new unfamiliar car (especially with unfamiliar electronics) 600 miles. Loriston Fennell REFUSED this request stating they had a 2 day pick up policy. Manager (who we never saw or spoke to) also refused request. We walked out. Therefore, there was NO SALE after waiting 2 months for the car, and finalizing the price. 2 days later, Loriston called to get information to refund our deposit and informed us he had sold the car we were set to purchase - while still having our deposit! On October 28, I sent a note stating my totally negative experience with Upper Valley to 8 other Honda dealers and the next day had a deal with a different dealer for less money and for the same car off the lot. Needless to say, we would never purchase a car from Upper Valley as they were totally inflexible to our needs. More

We purchased a CRV for our daughter from Upper Valley Honda in September 2017 with the help of Loriston Fennel. We were under a tight timeline and he made the process work easily and seamlessly. Just Honda in September 2017 with the help of Loriston Fennel. We were under a tight timeline and he made the process work easily and seamlessly. Just recently we needed help with a registration issue involving that vehicle (our problem, not a dealer problem) which is now located on the west coast. I contacted Loriston to ask for help and within a couple of days the issue was resolved with the required documents delivered. I was so impressed and pleased that even thought we've not had reason to be visiting the Upper Valley - our problem was resolved as if we were current active customers. Thanks Loriston - we couldn't be more pleased. More

The dealer costs are ridiculous. They pile everything on with out asking. Complete game and dishonest tactics. with out asking. Complete game and dishonest tactics. More

Worst service ever in the almost 20 years of using this dealership. I WILL NEVER send a customer there again and I have quite a few Gerrish was awesome!!See my personal experience on google. It’s scary wha dealership. I WILL NEVER send a customer there again and I have quite a few Gerrish was awesome!!See my personal experience on google. It’s scary what they did to me and my car!! More

Thank you for a pleasant experience purchasing my CR-V EX-L (trading in a Honda Pilot.) From start to finish Upper Valley Honda made the car buying experience easy, smooth and enjoyable. Chase spent a lot EX-L (trading in a Honda Pilot.) From start to finish Upper Valley Honda made the car buying experience easy, smooth and enjoyable. Chase spent a lot of time reviewing the car itself including showing first-hand how to operate bells and whistles plus he stayed well past his typical sign off time. Thank you to Craig for being easy to work with as well as his willingness to be direct and responsive to my type of car buying, Thank you to Kyle because he made the paperwork portion fun plus he thoroughly explained everything. The entire experience was stress free. The car is spotless and fun to drive. I couldn't be happier with my purchase. This is the third Honda vehicle I've purchased from Upper Valley Honda. Great job! More

Assisted my parents in trading their leased ‘18 Odyssey for a ‘21 Pilot. We scheduled an appt with Ben on 4/13 at 9:30am. The appt was made days earlier. Upon arrival Ben was working with someone else. We for a ‘21 Pilot. We scheduled an appt with Ben on 4/13 at 9:30am. The appt was made days earlier. Upon arrival Ben was working with someone else. We had to wait and then he had to excuse himself a couple of times, for several minutes at a time, to continue to assist her. My parents were offered a trade value for their car. While we were waiting for Ben to return from his other customer we ran the Kelly Blue Book numbers and realized the trade offer was way too low. Unfortunately we were unable to proceed with negotiations that day as there was not a single sales manager or general manager in the store. We were not advised that this would be an issue prior to the appointment. Ben’s day off was 4/14 so again we had to wait an additional day. They came back and offered $1000 more. My parents weren’t thrilled but they needed to get the trade done so they accepted. On 4/15 while with the finance manager he reviewed the back end protection and warranty products. As the vehicle is leased my parents opted for the Sentinal product. They had previously had Safe Ride (an excess wear and tear warranty) and the manager asked if they would like to again. He verbally reviewed coverages at which time he stated that key fob batteries were covered under this warranty. At this point my father speaks up and says he wants the coverage and he inquired about 4 fob batteries that he has to replace and pay for on the vehicle they were trading. We were advised there was nothing that could be done as it was a Honda (manufacturer) issue. I directly asked for a service credit in the amount of the 4 batteries and was told he couldn’t do that. I asked to be contacted by the general manager and that never happened. I attempted to locate the GM’s email address and it is nowhere to be found. I contacted Honda and they did not have that information either. I filed a complaint with Honda regarding the issue and still did not get follow up from the GM. This forced me to file a complaint with the VT Attorney General Consumer Division. I received word from the AG on 4/26 that they had reached out to UV Honda and asked them to contact me. I received a call from Steve less than an hour later. I told him it was a bad time and he would not accept that and pressed for me to deal with the issue in that moment while I was caring for a sick family member. He told me that fob batteries weren’t covered under Safe Ride but offered a free oil change. I accepted wanting to be done. Until I read Steve’s reply to my AG. Complaint. He wrote: “ Good Morning, The Lyons did purchase both safe ride an sentinel. Neither of these products nor the factory warranty cover key fob battery replacements. In review of their service history I see no replacement of said batteries. I do see normal service and factory warranty repair items taken care of. After a conversation with their daughter this morning we are covering their first service on the new Pilot which cost $60 to offset the four batteries they purchased for the fobs @ a cost of $40. This is a gesture of goodwill on this matter.” 1. Honda covers fob batteries under factory warranty for the first 6 months of ownership per page 9 of the owners manual for both the traded vehicle and the new vehicle. Not sure if then incorrect information is the result of a lack of knowledge of the product or deceptive sales practices. 2. I cannot find any independent information for Safe Ride. At the time of the original purchase we were not given information about what this covers. It is not online that I can find and when I used the online chat tool on the UV Honda website I was told I’d have to speak with a member of their team. I declined as already the story has changed over and over again. It seems we are at the mercy of whatever UV Honda decides they want to cover. 3. Steve inferred that we were making this up. My parents verified that they paid cash for one set of batteries and didn’t have the service repair order any longer but found credit card receipts for 2 batteries replaced 3/3/2020 priced at $8.40 each. The issue here is NOT the $33.60 that my parents spent on items that should have been covered. This is about repeatedly receiving misinformation, being lied to and being dismissed. UV Honda clearly has no problem taking advantage of elderly and vulnerable people who can’t or don’t remember what it is they are being sold on the back end. Seems the hope is to collect the money for the coverage and then charge customers for items that they said were covered. The coverage on the ‘18 Odyssey was just shy of $1,000 and yet they weren’t given the chance to use it as they should have been. This issue is still unresolved. Finally, almost a half hour prior to Steve reaching out to me on 4/26 Ben sent an email to both of my parents and asked them for perfect scores on their customer survey. That was not cool and definitely not earned. More