Luther Brookdale Honda

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

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

Thank you I drove 40 minutes to place of purchase to have my 2012 Odyssey serviced. It was refreshing to go to a Honda dealer and be given clear and honest feed I drove 40 minutes to place of purchase to have my 2012 Odyssey serviced. It was refreshing to go to a Honda dealer and be given clear and honest feedback regarding the vehicle. I also appreciated not being told I needed new front brakes, new windshield wipers, new air filter or new cabin filter. The technicians and service consultants were mostly genuine and caring. The cashier left something to be desired. Felt as if I was imposing an inconvenience. I will return for future service. More

Chad Rawson is a great salesperson with whom to work. Chad responded to my calls in a timely manner (very fast!) , provided information i needed without any judgment about my limited knowledge, was relax Chad responded to my calls in a timely manner (very fast!) , provided information i needed without any judgment about my limited knowledge, was relaxed and personable, and was respectful in every way. I bought a 2015 CRV that had been used as a loaner by the dealership and had few miles on it. The car had been well cared-for. It has been a gem in every way possible. More

Honda Odyssey Working with Aaron was great. Most the time I feel pressure from dealers, but Aaron worked with us, pointed out his opinions and let us make our decis Working with Aaron was great. Most the time I feel pressure from dealers, but Aaron worked with us, pointed out his opinions and let us make our decision. That is exactly the type of sales I do, and appreciate that approach from him. I walked in a skeptic as I always do, but will be a lifetime customer moving forward. Nick was good with the F&I side. He got us to the rate that we were expecting, and was forthcoming on the additional add ons. More

disappointed and will not be coming back I made an appointment after my car was not starting. Prior to the appointment, I made plans to have someone jump my car to make it to the appointment I made an appointment after my car was not starting. Prior to the appointment, I made plans to have someone jump my car to make it to the appointment on time. Upon arrival, we decided to test the battery and go from there. Since my car was out of warranty by two months, having previously servicing there before the warranty was up and my battery was in good standing, I was surprised this wasn't diagnosed before. The battery was tested and was determined the battery was in good condition. I was sent on my way. No more then a half an hour after leaving, my car was not starting again and I was stranded with no plan or people to help. I called the service department and they suggested I get my car BACK to Honda as soon as possible. At this point, I was very frustrated since making an appointment and being turned away. Also, being told by the service department I needed to PAY for a tow truck to get my car back there. After an hour of problem solving on my efforts, the car was returned to Honda. There I had an intensive battery test in which I had to leave my car there for hours. Upon that test the battery had failed. Thus directing them to put a new battery in. I never at any point of my 6+ hour service received an apology. Suffice to say the tools the machanics are using are in accurate, the service department has poor promlem sovling, and customer service did not service the customer. I will never be servicing my car there again. More

Great and fast service Steve E was my salesman- very efficient and couretious of my time. Very happy with the used vehicle that I purchased. Would highly recommend!!!! Tha Steve E was my salesman- very efficient and couretious of my time. Very happy with the used vehicle that I purchased. Would highly recommend!!!! Thank you! More

Amazing Kortney and Val were the bomb. Kortney helped me on consecutive days of indecisiveness and kept her eyes open for me. Val was so nice to work with, ve Kortney and Val were the bomb. Kortney helped me on consecutive days of indecisiveness and kept her eyes open for me. Val was so nice to work with, very kind and helpful. More

Great customer service received from Mr. Marlin. I did receive great customer service from Mr. Marlin and he explained what need to be done on my car in order to maintain it in great condition. I did receive great customer service from Mr. Marlin and he explained what need to be done on my car in order to maintain it in great condition. More

Thoroughly inspected,but high cost, and communication could I feel I get a good inspection of my vehicle every time. However it is more costly than other options out there. I also had to call twice to follow I feel I get a good inspection of my vehicle every time. However it is more costly than other options out there. I also had to call twice to follow up on my vehicle which was dropped off at 9am for a tire roatation an oil change. I didn’t get a call from my service tech until 5:15pmthat night saying they hoped I could still pick it up by 6pm when they closed since they were closed Sunday. If you want to charge premium prices you need to provide premium services. More