Hennessy Honda of Woodstock

I have had my vehicle serviced at this dealership several times, but my most recent experience was extremely disappointing. The service representatives I interacted with did not appear genuinely invested in times, but my most recent experience was extremely disappointing. The service representatives I interacted with did not appear genuinely invested in identifying or resolving the actual issue. I understand that diagnostic tools do not always reveal every problem. If the standard tests indicate that systems are functioning properly, I can appreciate that there may not be an immediate answer. However, I believe the next step should be to think beyond the diagnostic results and explore other possible causes rather than stopping at the first indication that everything appears normal. The issue I am experiencing is that the vehicle intermittently stalls when the engine goes into idle mode. It does not happen every time, but it occurs often enough to be concerning--especially because it tends to happen at the worst possible moments. When releasing the brake and the vehicle should transition out of idle mode and restart the engine, the engine attempts to restart but fails. At that point, the vehicle shuts down and all warning indicators turn off. I understand that reproducing an intermittent problem can be difficult. However, the fact that the issue does not occur during a service appointment should not mean the concern is dismissed. It is similar to calling an IT professional because a computer is malfunctioning, only for the computer to work perfectly the moment they touch the mouse. The problem still exists; it simply was not captured at that exact moment. During my visit, the main focus seemed to be reviewing previous service history and retesting components that had already been evaluated. Since the starter had been tested more than 10 times and did not appear to be the issue, attention was shifted to the battery, which was tested more than 15 times. After those tests confirmed the battery was not the problem, the process essentially stopped. It felt as though all possible options had been exhausted without further investigation. I even researched possible causes independently and found several areas that could potentially contribute to this type of issue. While I do not expect a customer's research to replace professional diagnostics, I do expect the service department to consider additional possibilities and continue troubleshooting when a customer is reporting a legitimate concern. This raises an important question: why should customers purchase or lease vehicles from a dealership if the dealership's own service department is unwilling or unable to fully investigate issues with the products they sell? I am not expecting an immediate miracle solution, but I do expect genuine effort, communication, and a willingness to continue searching for answers instead of reaching a point where the response becomes, "We tried a few things, everything looks fine, and there is nothing else we can do." The overall experience was negative due to the lack of communication, the lack of ownership, and the lack of confidence demonstrated in diagnosing a problem with the very product the dealership represents. I understand that "customers are not always right", but customers should at least feel that their concerns are being taken seriously and that reasonable efforts are being made to find the solution. There is a reason customers bring vehicles to trained service professionals. It is because we expect you to have more knowledge, experience, and resources than we do when diagnosing these things. I can assure you that customers do not spend several hours waiting in the service department simply because they enjoy the waiting area coffee and tap water filled in water bottles. We are there because we need help resolving a problem. I was willing to pay for the necessary repairs, so I was disappointed by what felt like an unwillingness to continue investigating. The "we don't know" approach is not acceptable when a customer is asking for assistance with a vehicle issue. More

Diana and Stephen were great service advisors. They were very knowledgeable and attentive and made me smile! They were very knowledgeable and attentive and made me smile! More

My first time at this dealership and new to the area. Went in for an oil change and accepted a needed wheel alignment. Just before I was ready to leave, I was told that my back brakes were at 1mm and nee Went in for an oil change and accepted a needed wheel alignment. Just before I was ready to leave, I was told that my back brakes were at 1mm and needed to be replaced as soon as tomorrow but definitely by next week. However, they must of forgotten that they gave me a vehicle condition report that said my brakes were at 5mm not the 1mm this new checkout document showed. I hope they enjoyed that $245.00, because it’s the last they’ll ever get. More

I am always impressed with the professionalism of the service department here. Diana especially emulates this trait. service department here. Diana especially emulates this trait. More

Diana at Hennessy Honda is absolutely the best! Wouldn’t go anywhere else! Honest and fair! Wouldn’t go anywhere else! Honest and fair! More

Great customer service. Service advisors were friendly and provided quick service. Joey G. explained everything thoroughly and with a smile. Service advisors were friendly and provided quick service. Joey G. explained everything thoroughly and with a smile. More

Diana Zuspann is wonderful. Great customer service. She's the one I always ask to help me. Great customer service. She's the one I always ask to help me. More

Excellent service. Outstanding employees. They are accurate in the amount of time it takes to finish. Outstanding employees. They are accurate in the amount of time it takes to finish. More

NES the advisor was great and very helpful and knowledgeable! Best experience I had in a while. knowledgeable! Best experience I had in a while. More