Germain Honda of College Hills

I was looking for a vehicle and had great customer service! Chris was very helpful and kept me up to date as vehicles came into the dealership. Although we struck out, Chris was the best to work wit service! Chris was very helpful and kept me up to date as vehicles came into the dealership. Although we struck out, Chris was the best to work with! More

My dad had an appointment to just get an oil change on his Honda Pilot. He was told it would take 1hr15 max. 1.5hrs passes, and he calls to see how things are going, and is told that it'll be another 40mi his Honda Pilot. He was told it would take 1hr15 max. 1.5hrs passes, and he calls to see how things are going, and is told that it'll be another 40mins due to delay. Another hour and a half passes of waiting and we check again, and are told it's going to be another hour. At this point, it's been more than double the amount of time we were expecting it to take and we had other prior appointments scheduled that we needed the car to get us to, so we had to tell them to stop the service so we could pick up the car. When we got there, we were told that nothing was even started on the car when we had called to cancel, so the whole afternoon was wasted. My main issue with this experience is not the delay- because things can happen unexpectedly and delays are normal. It's the absolute lack of communication and respect for the customer's time. My dad had to call himself to continuously get updates on the car, and even took the whole afternoon off from work in order to have ample time to get this service done and attend to other errands. When we got there, the employee (Michael Miller) flippantly said that they didn't even get the oil change started when we had called to ultimately cancel it, and didn't even apologize for the delay or lack of communication until my dad called him out on it. I think it is a basic courtesy to inform customers of delays especially if it significantly extends past the expected time they give. It's unreasonable to expect that our time doesn't matter and treat us like that. You wouldn't go to the dentist and wait 3hrs because the doc ran behind for just a simple cleaning and be ok with not getting forewarned, would you? Please do better. There were at least 3 different ladies we spoke to on the phone in the call center- defer some customer calls to them or something to give people updates. *TLDR: My dad and I wasted our whole afternoon on a scheduled 1hr15min oil change service that didn't end up happening because we waited 3hrs and we were not given any heads up. They lost our trust in them so unfortunately it's not worth our time returning.* More

Service advisors were very friendly, easy going, and informative. While going over my MPI my Service Advisor was very thorough and told me in order of importance what work needed done immediately and wh informative. While going over my MPI my Service Advisor was very thorough and told me in order of importance what work needed done immediately and what could wait until my next visit. My vehicle was done and ready to go sooner than I expected! Would defiantly recommend!! More