Paul Miller Honda of West Caldwell - Service Center

They have BIG problems Prior to this, I had good service. I kept my car in excellent condition. I was told by the service department.. I lived in the area so it was easier t Prior to this, I had good service. I kept my car in excellent condition. I was told by the service department.. I lived in the area so it was easier to go to. Well we moved about 50 miles away and I still went there for service. Every 5,000 miles! I recently had an acciden. I didn't know it was classified as an accident and was not covered.. OK! But the way I was told that as being yelled at by Morgan G. I am not a child.. I called my insurance company, they came to the Dealer. To inspect. I was covered 100%. Two weeks later, the car is still sitting there. I asked for a loaner car. No calls back! I am out close to $400. I called yesterday To get the mileage. Again no calls back. AND again nasty attitudes. They are NOT getting my business ever again. More

Service that Exceeds Expectations I drove in to the service department on a Friday evening without an appointment because I discovered that both of my headlights were not working. Ther I drove in to the service department on a Friday evening without an appointment because I discovered that both of my headlights were not working. There were no service appointments available. I explained that I was on my way to pick up my daughter from college in upstate NY. Kirk took matters into his own hands and made sure that the bulbs were replaced and I was able to safely drive that night to pick up my daughter. I was so impressed by the personal "small town" service I received from this big dealership. Thank you, Kirk! More

Maintenance You guys are the best, went to you always for the maintenance of my suv and you did great. Keep it up. Thank a lot You guys are the best, went to you always for the maintenance of my suv and you did great. Keep it up. Thank a lot More

Not keeping customer informed - training issue A few things went wrong on this service visit. My engine light went on and I was concerned because my CRV is a 2015 with just 18,108 miles. I first A few things went wrong on this service visit. My engine light went on and I was concerned because my CRV is a 2015 with just 18,108 miles. I first went to my mechanic who hooked it up to computer and advised me of the codes (P0455 and P0456). He thought that due to year and mileage it might be covered under my warranty and suggested I contact Honda first. He did advise me that it would be OK to drive until it was checked out. I called your service center and spoke with Btyan Puyen and I explained the problem and wanted to know if I could bring it in to have checked further and asked whether it was under warranty - he checked and said "yes". That sounded like terrific news to me. Before we got to that point, Bryan pointed out that you cannot use any info from a mechanic but rather had to do diagnostic at Honda which would cost $125 and if final work was done at Honda that $125 would be applied towards cost of repair or if not done at Honda would just pay the $125. I made the appointment for Monday 4/16/2018 @1:00 am because Bryan said the people who would work on this kind of problem were not those working on Saturdays. Brought car in a bit earlier than my appointment time. This time spoke with Sean Ganning. He started checking the info on the car and informed me that it is NOT under warranty and called Bryan over to discuss further. After some discussion it was agreed that the $125 would be waived due to the error by Bryan saying it was under warranty. In addition to having that problem checked out, I would be due for service (car showed 30%). So I asked that the service also be done while vehicle was at service center. Sean agreed and wrote it up. All was good and Sean said he would call when they did diagnostic to let me know. Left with loaner around 11. No one called by 4-5 and I was going to call but checked service hours and saw that you close at 9pm. I continued to wait....no one called at all. I called next morning left message for Sean. No call back by 9:20 so I called again and asked to speak with Sean and at that time was told he was off and they transferred me to Bryan. Bryan said Morgan was handling that and he would speak with her and she would call me back. I waited, did a few errands and still no call. I decided to take a rider up and speak with Morgan at 10:30. Morgan was busy when I got there so I waiting...asked Bryan if he spoke with her and he siad "yeah she said the problem was your gas cap". Told hime no because mechanic did take cap off and back on. Morgan came back after a few minutes and I spoke with her and shared my annoiance about not even being called to say they were still working on and perhaps get back with me. She apologized a few times and explained that she was training Sean and perhaps he didn't realize to call back because I had a loaner car. Explained that I have been purchaing cars from this dealership since early 90s (when it was Honda of Essex) and never had this kind of problem. She again apologized. I explained that after I pay for the service Ihad done I wanted to speak with Manager. While I was away, she spoke with the manager and it was decided that I aould NOT pay for the service due to the inconvenience. Morgan turned a terrible situation info a better situation. Not because she got the service costs waived, but because I truly believe she understood where I was coming from. A few words go a long way and respect goes even further. My anger subsided the longer she and I spoke and I could see she understood and wanted to make this experience better. Sean was very respectful as well and I can see how/why he may not have called that same day - but without speaking with anyone and the attitude Bryan seemed to have (and he's the one who gave me incorrect info),I had no way If knowing that. It just seemed that I was being ignored. In any event, I will NOT ever go to Bryan as the service advisor. I want to deal with Morgan from now on...if she is busy when I arrive I will wait for her to service me. Thank you so much Morgan! More

Service I did not need. How can I trust your word. The staff is friendly and efficient BUT: I was told I needed breaks and they were so worn I should have them changed in the next few days. I went to The staff is friendly and efficient BUT: I was told I needed breaks and they were so worn I should have them changed in the next few days. I went to a local mechanic and was told they were between 50 and 60% worn and in good conscience he couldn't replace them at this time. Under Warranty you also changed my entertainment center because my USB port was not working. The fix did not work. But I did not follow up as it was not worth leaving my car for another 2 days. More

Long time customer So disappointing after a long relationship with this dealer and spending thousand of dollars in services I will never come back. I bought a battery th So disappointing after a long relationship with this dealer and spending thousand of dollars in services I will never come back. I bought a battery that went dead after 2 years and they wouldn't replace it. They lost a long time customer and referral. I just to drive 1/2 hr. Because of their services so disappointed. Before it was all about the customer now is all about the policy More

Great Personality I worked with Alejandro. This is Paraskevas Vrouvas. I have worked with him for a while and he is always pleasant very helpful and polite. Two Thumbs I worked with Alejandro. This is Paraskevas Vrouvas. I have worked with him for a while and he is always pleasant very helpful and polite. Two Thumbs up! More

Outstanding Service I've been getting my Odyssey serviced routinely at Paul Miller Honda, for 5 years. No complaints! I just completed another routine service. Kara Va I've been getting my Odyssey serviced routinely at Paul Miller Honda, for 5 years. No complaints! I just completed another routine service. Kara Van Heest was my service consultant. She was highly knowledgeable and caring! She was courteous and made sure that I received top-notch service! I'm very well pleased! More

Worst experience ever with a dealership. Had the instrument cluster lens replaced that was scratched from their prep when I took delivery. They ended up damaging the dash during the installat Had the instrument cluster lens replaced that was scratched from their prep when I took delivery. They ended up damaging the dash during the installation. If I didn't notice and pointed it out to them I would have been SOL. So far I've been very disappointed from their sales to service. I will take my business elsewhere in the future. Do yourself a favor and stay away from anything Paul Miller, my experience with their BMW branch a few years back was just as bad. More

Crooks Took my car in for a timing belt. I was told my car needed $2500.00 worth of work. When I received the car I realized the head cover gaskets were ne Took my car in for a timing belt. I was told my car needed $2500.00 worth of work. When I received the car I realized the head cover gaskets were never done and I was charge $500.00. They agreed the work was never done and reimbursed me and said they would do the work. I should have checked that the rest of the work was done but figured it must have been overlooked and gave them the benefit of the doubt. Now 2 years later I took my car to a different Honda for a recall of airbags and they informed me I needed Gaskets which supposedly were done 2 years ago and right front axle. Since I don't trust dealerships anymore, I took my car to a local mechanic who was recommended to me and I trust. He informed me that not only were the gaskets weren't done 2 years ago, but also the timing belt was never replaced. DO NOT USE PAUL MILLER HONDA THEY ARE CROOKS AND WILL TELL YOU YOUR CAR NEEDS WORK WHEN IT DOESN'T AND ON TOP OF IT WILL NOT DO THE WORK AND CHARGE YOU A FORTUNE. $2000 Later and I am getting the work done at my local mechanic. More