AutoNation Honda Dulles - Service Center

They lost my car, while I was waiting, for an oil change/tire rotation/inspection. As a first time Honda owner, getting my first oil change, at a Honda dealer, I was hoping for a smooth experience change/tire rotation/inspection. As a first time Honda owner, getting my first oil change, at a Honda dealer, I was hoping for a smooth experience. They come highly reviewed on google, I was able to make an appointment online, and get right in an hour later. I get there and get checked in with Adam. Initially, Adam seemed very helpful. He informed me of a recall we planned to fix at a later date, once the part could be ordered, and that I was due for my inspection which we took care of immediately, to go along with the scheduled oil change and tire rotation. He informs me that Paul will be my service liason, and not himself(Adam). He doesn't identify Paul for me and Paul never makes contact with me via text or in person. No big deal, I think. I'm standing 15 feet in front of Adam, and can see the cars as they are returned to the customers, what could happen? Well, I'll tell you what can happen. What can happen is you wait two hours and go to politely check on your car after what is starting to feel like a long wait. I wait 5 minutes for Adam to get off the phone, no other available employees, of which there were a few, asked if I need help. Finally Adam, seemingly annoyed, to be dealing with me, brought me to Paul, told me he would help me, and left. I give Paul my last name and he begins looking it up in the system and he apologizes for the inconvience. After a minute or so, he asks me if there is another name it could be under? I inform him there certainly is not, restate, and spell my name. I then inform him it was for the oil change/tire rotation/and inspection from over 2 hours ago. I can feel his concern growing as Adam reappears, and is quickly scurrying around after becoming aware of the situation. A third and nearby employee tries searching the system by my phone number as Adam is now hustling towards the repair bay, I assume hoping to find my car. After a probably 3 minutes, Adam reemerges and tells me... great news, it'll only b 15-20 minutes but they've found my car, it IS being worked on, and is nearly done! Yeeeaaaaaaa!!! Just what I was hoping for, a 3 hour oil change where they lost my car and then try to feed it to me like it wasn't an issue. At this point I'm mad. I inform Adam that his explantion for losing my car, and his blasie, disrespectful attitude weren't appreciated I needed to speak with someone else. So, I inform the service manager of the situation after Adam had told him I needed to speak with him. He explains that they dont typically lose cars, and he is sorry that this was my experience. He informed me that someone was out so the other employees were working shortstaffed by 1. I could appreciate this, and would give it more credence, if I hadn't spent the last 2+ hours watching employees with enough time to goof of with instead of making sure their jobs were done. I continue to wait and finally see my car pull into the bay. I walk up, ready to pay my bill and finally, get out of there. I walk up to Paul and he begins his apology. I feel bad for Paul. He had no idea he was responsible for me as Adam didn't tell him. He asks what he can do to make me feel good about this situation. I inform him that I just want to pay my bill and go home. There is nothing that he can do that will make me a return customer of feel better about them losing my car, wasting my time, and lying to me all morning. I promised I'd write a review and fill out the survey that is supposedly coming. The survey seemed to terrify Paul. He informed me that the survey will count against him, cause I'm his client in the computer, even though he was not at fault at all, and the blame certainly rests with Adam. Paul then informs me that he has comped my $113.13 bill on account of them losing my car, taking forever, and lying. I respectfully decline, as I don't want anything for free, and feel as though I'm trying to be bribed. I wait a few more minutes for Paul to reenter all my charges, pay, and leave, wondering if they even changed the oil. Not to be trusted. More

excellent customer service. I always take my car for maintenance. they are careful with everything. I always take my car for maintenance. they are careful with everything. More

Alanna has such a professional, friendly customer service skill. She cares about her customer needs and will help customer everyway to save money for customer's pocket. She deserve a raise! skill. She cares about her customer needs and will help customer everyway to save money for customer's pocket. She deserve a raise! More

Easy to schedule, friendly and knowledgeable staff, and the quality of work is great. Would recommend to others. the quality of work is great. Would recommend to others. More

Excellent service! They could hire more people, but even short staffed, Adam worked very hard to compensate. Mike and Oscar were very professional and explained every They could hire more people, but even short staffed, Adam worked very hard to compensate. Mike and Oscar were very professional and explained everything clearly. Thank you. More

Get the job done as far as general routine servicing of your car with honest feedback! your car with honest feedback! More

Was able to take my car for service early and return it early. Excellent service! Washed my car and returned it better than how it came in. early. Excellent service! Washed my car and returned it better than how it came in. More

I was pleasantly surprised how low the bill was to repair my tire. My service advisor, Hector, kept me informed with updates from the technician as he diagnosed the cause of the low tire pressure (puncture) my tire. My service advisor, Hector, kept me informed with updates from the technician as he diagnosed the cause of the low tire pressure (puncture) and that the low-cost repair option was all that was needed. More

Straight forward answers and explanations for needed service. Honest advice on what doesn’t need to be done immediately service. Honest advice on what doesn’t need to be done immediately More

Great maintenance service & courtesy. I would highly recommend this dealer ship to other potential honda customers I would highly recommend this dealer ship to other potential honda customers More