Luther Brookdale Honda

Airbag recall follow-up Went back in to replace a dashboard air vent that was damaged during initial visit for an airbag recall on my Civic. This service appointment was exce Went back in to replace a dashboard air vent that was damaged during initial visit for an airbag recall on my Civic. This service appointment was excellent. No wait, work was done quickly and done well. Luther's service rep (John Fern) washed my car himself before handing off the keys. Great experience! More

Great dealership The staff was very helpful and always very friendly. I never felt pressured. Showed me all the features of my new car in great detail. I really enjoye The staff was very helpful and always very friendly. I never felt pressured. Showed me all the features of my new car in great detail. I really enjoyed purchasing my car here and would highly recommend this dealership. More

Leased Car Overall the experience at Luther Honda was great. Ended up with the vehicle I wanted at the price I wanted. The salesman was willing to run numbers fo Overall the experience at Luther Honda was great. Ended up with the vehicle I wanted at the price I wanted. The salesman was willing to run numbers for me multiple times to see how much payments would be. The only reason for one less star was that wait time was long at times. More

Unexpected need for a new car Staff at Luther Honda made sure the worst week of my life turned into the best after a heartbreaking accident. From managing my tears and anxiety in t Staff at Luther Honda made sure the worst week of my life turned into the best after a heartbreaking accident. From managing my tears and anxiety in the hours following the accident, to getting me to and from work in a loaner while I figured out my plan, and eventually sending me home in a new car I love (maybe even as much as I loved the one I totaled). More

Lack of ride and expense everyone is very nice and courteous, so no problem there. There are two issues: 1. Most service centers offer rides, this is great inconvenience. everyone is very nice and courteous, so no problem there. There are two issues: 1. Most service centers offer rides, this is great inconvenience. 2. I took our van 2010 in Sept and fixed a check engine light, it was a large leak in evaporator. Costed us around $1500 I think; Same code came back a week ago and this time they said we had to replace the whole thing compared to last time when they only replaced a valve. The total cost of both trips were nearly $3000. I wish they would have replaced the whole thing back in September, would have been much cheaper. I requested Jeff to speak to his supervisor to see if they can do something about it, and he told me he tried his best and got us some discounts, even with that it was almost $1000. We are not happy about this at all. I wish someone can take a closer look at our history of services and look into it more. We are a very loyal customer of this dealership. I am currently leasing an Accord from you as well, and hope to continue, but this service experience was not good at all. More

Great service on old car, bought a new car. We have had service here for years. We just bought a new car here. They do a great job all around and will continue to go back. We have had service here for years. We just bought a new car here. They do a great job all around and will continue to go back. More

Great service First time here and won’t be my last Definitely will be back for more services Would recommend to my friends that needs services with Honda’s First time here and won’t be my last Definitely will be back for more services Would recommend to my friends that needs services with Honda’s More

Very easy oil change Was easy to set up appointment on line. Had questions that were answered thoroughly and all went fine and was finished in the estimated time. Just wis Was easy to set up appointment on line. Had questions that were answered thoroughly and all went fine and was finished in the estimated time. Just wish there were instructions to use the individual tv's in waiting room More

Completely Classless GM So…this is actually the first time I have been compelled to write a review about a poor customer experience…but one individual at Luther Brookdale Hon So…this is actually the first time I have been compelled to write a review about a poor customer experience…but one individual at Luther Brookdale Honda, GM Jim Haertzen, really got under my skin. Long story short, I had a $3,000 repair bill and was disputing a single $400 service that was done as part of that bill. I’m omitting the details behind why I was disputing the charge, because those details are really immaterial to my complaint. Whether you would agree with me or them in terms of the dispute itself…doesn’t matter. I don’t even care about the money at this point. This is to help people understand the culture of the business, and how senior management is apparently encouraged to treat people. I started my dispute with the Service Advisor (who was extremely nice and professional) that I had been in contact with throughout the time my vehicle was being serviced. When I requested that the $400 be refunded for the particular service in question, he stated that it would have to be approved by his manager…which I totally expected. I manage a group of service professionals myself, and at a minimum all price adjustments at the request of the customer have to come through me…sometimes they have to go higher. It took almost 48 hours…but the Service Director did call me back. He apologized for taking so long to get back to me, and stated that he wanted to make sure he had all the appropriate information before we spoke. Again…totally understandable and similar to how I operate in my role as a service manager. He and I spoke for about 15 minutes or so…and basically, he thought there was some merit to my request…but he didn’t feel like a full refund of the $400 was the answer, and he wished to come to a compromise somewhere in the middle. I respectfully disagreed, and asked who else we would need to get involved to reach my desired outcome. The Service Director said that he would speak to the GM, and that either the GM or himself would give me a call back. The Service Director was very polite, professional, and did his best to negotiate in good faith a resolution to my issue. While I was disappointed and a little surprised that we couldn’t come to an agreement…the entire conversation was completely professional on both sides. Then came the call from Jim…good old Jimbo! This dude was the epitome of unprofessional. He starts the conversation with me (after stating who he was) by saying “I have spoken to the Service Director, I have copies of all this paperwork in front of me…and I am totally confused as to why you are requesting this $400 back.”…So basically he started the conversation with “Your request is absolutely unfounded and ridiculous.” For anyone that knows anything about customer service or dispute resolution…this is a prime example of how not to start a conversation of this type. Also…like I don’t have better things to do then speak this guy about $400??? Get out of here! Anyway…I try to elaborate on my thoughts. I get out like 2 sentences and the guy interrupts me with some blustering garbage about how I’m wrong. I take a breath and continue to try to explain my thoughts…and AGAIN he interrupts me. This happens about 4 times…and my blood is beginning to boil. He obviously had his mind made up before he called me. About the fifth time he interrupts me…It’s just “Alright, Alright, Alright…let’s just do this…we won’t refund you the full $400…but we’ll refund you ~$316” (which was all the labor cost for the service…but not the cost of the part used)…when I again stated that I didn’t think that was fair and wanted the full $400…this dude just starts yelling at me. He calls me “absolutely ridiculous” …tells me that “his time is valuable and that he is just DONE talking to me”…and goes on and on and on. Eventually I have had enough, and just I SCREAM into the phone “STOP TALKING TO ME!!!!....LITERALLY…DONT SAY ANY MORE WORDS INTO THE PHONE!” (I’m pretty sure that’s word for word…I wish I would have recorded it…seems funny reading it now.) And for the record…that was the first time that I was anything less than 100% professional with anyone at the dealership…in any way whatsoever. I then proceed to tell him that I understand his decision and just for his information my next course of action would be to file a complaint with the BBB, seek a chargeback from my credit card company for the full $400…and then share the details of my experience online. HE THEN SAYS…”Oh that is so tacky” and “you are just a bully”…at which point I almost couldn’t speak…not because I was offended by a sleazy used car salesman calling me names…but more so because of the fact that I couldn’t believe that anyone in a customer facing role…would for any reason…think it was OK to call a customer names. I have personally been screamed at by customers, for reasons that had absolutely no merit whatsoever…and I never yell back at the customer…and you certainly don’t call them names. I’m quite certain that would end with termination at my company. No excuses. What makes it even better…is that when I asked him if he just called me a bully…he responded proudly with “Yeah…let me spell it…B – U – L – L – Y”… It was awesome…just awesome. He then states that if I “want to go to WAR over $84…that was fine by him.” Again…epic statement to make to a customer. At this point, I’m just laughing and I hang up the phone because I just can’t deal with someone this ignorant. This guy thought he would actually win…by holding on to that $84 and calling me names. Smooth, buddy. That’s Harvard level business savvy. A single bad review online is read by hundreds…if not thousands of people. That’s thousands of people that are negatively influenced…at least some of which will choose to take their business elsewhere. I don’t know what their average revenue per customer is over there…but I bet it’s more that $84. And also…I mean…if he would have just said…”Well Mr. Customer…this is the best I can do…that’s my final offer…have a nice day.”…I would've have been mad…but probably not even wasted my time with the review…I have better things to do. Not to mention trying to figure out how to file a complaint with the BBB…which I had never done before…I had to sacrifice sleep to find time to figure that out. Anyway…I’ve spent enough time on this…bottom line…if you decide to take your vehicle to Luther Brookdale Honda: • Cross your fingers and hope you don’t need to dispute the bill. • If you need to dispute the bill…get it solved with the Service Director…that dude was solid. • If you find yourself having to talk to the GM…get ready to laugh. He’s a joke! More

new car buying experience Excellent salesperson and a very smooth transition, my 2nd car I have bought from them and would buy another one from them and would refer them to a f Excellent salesperson and a very smooth transition, my 2nd car I have bought from them and would buy another one from them and would refer them to a friend More