Russell & Smith Honda - Service Center

I brought my car in to have the splash shield fixed on my car as well as a busted dude mirror. After they looked over my car they told me that I also had a bad wheel bearing so they told me I should fix that car as well as a busted dude mirror. After they looked over my car they told me that I also had a bad wheel bearing so they told me I should fix that too. I said ok. The cap for the mirror was on back order so they'd call me when it came in. Around 3 weeks later I called literally 6 times trying to ask about the mirror cap to no avail and noone ever called back. Eventually I drive down there in person to be told oh it's not in yet and they have no idea when it will ever be there.the car sounds like the splash shield is bad again and also lots of warning lights are coming on in the car take it in again. they inform me the splash shield is damaged not their fault just a huge coincidence they tell me. Also that I had a bad wheel bearing on that same wheel to which I reply that was something they were supposed to fix last time. I don't have time to wait for the car today so I take my car and leave. Guess what first turn I make my car makes a terrible metal grating sound I contact them immediately since it didn't make that noise before and they blew me off saying they didn't do anything to the car. More

Avoid this dealership! This dealership has been a headache and a waste of time to deal with, ever since I made the mistake of buying a car from them 5 years ago. Whenever I take my car for routine ma headache and a waste of time to deal with, ever since I made the mistake of buying a car from them 5 years ago. Whenever I take my car for routine maintenance service (a couple of times a year), I have a terrible experience. They either mess up my appointment record, or they make me fill out identical paperwork to what I filled online when I made the appointment, or I have to wait for the truant mechanic to come back from his lunch break, or they let people who arrived after me go in front of me in line (even when they are walk-ins who don't have an appointment!—whosoever does that except clueless, unprofessional businesses?!), or the guy who does the state inspections is truant, or they forget to put the dipstick back after an oil change, or they claim they rotated the tires when clearly they didn’t. I don't trust them to work on my car anymore. I must perform a quality control check on their work after each appointment! What a bad feeling! I gently complain every other time, and no improvement happens. Absolutely no improvement. On the infrequent occasions when they do a decent job, they are eager to beg the customer to write them a good review. How cheap! That accounts for some of the high star points in some reviews (bribery & feeling pity for them). (Yelp has more unflattering reviews of this dealership.) Why do we need to praise them for simply not messing up their work? How incompetent and unprofessional can you be before customers must go somewhere else for better business treatment and service? I have read through some of the other reviews, and it is remarkable how some of the same issues are mentioned over and over again (e.g., not respecting the customers or their time) and with the same workers over and over again (Constantine Thanos, Joseph Fitzgerald, the inept greeters, etc.). This dealership suffers from serious lack of professional quality control. If I were the owner, I would fire many people, starting with managers and assistant managers. They are a liability to the business. More

Excellent Customer Service-Ryne Smith, Service Advisor It indeed a pleasure to provide an “Excellent” review rating for Ryne Smith, Service Advisor, and the Service Department with Russell and Smith Honda. It indeed a pleasure to provide an “Excellent” review rating for Ryne Smith, Service Advisor, and the Service Department with Russell and Smith Honda. I recently had my vehicle serviced and repaired at Russell & Smith Honda. Ryne Smith was my Service Advisor. The issues involved required special attention, and Ryne did not miss one of them. At all times, Ryne kept me apprised of circumstances, expected and unexpected. All the timelines he projected for completion of the work were met. In fact, the time for completion of work was earlier than projected. I was totally satisfied with my experience. At all times, Ryne was very professional, competent, patient, and kind. Ryne Smith is indeed an asset to Russell and Smith. More

9/30/2019 at 720 am we drop off our crv for tire check. By 4 pm got worried that nobody called me so I called them spoke with Constantine and he said its not in the system after getting my phone and vin nu By 4 pm got worried that nobody called me so I called them spoke with Constantine and he said its not in the system after getting my phone and vin number and just come to dealership to talk. With supervisor. I went right away in panic and same thing it’s not there base on their computer. I told them we need to call the police and file a report. After saying that they looked in the shop and found it. I was thankful it was not stolen but they should have registered it. Told them they would give their customer a heart attack for telling them the car they entrusted is not there.. please improve your process for even the smallest trouble have it registered . Hopefully this will improve your process and servicr More

Service Center lost my vehicle and were rude about it! Before I get started I do want to note that prior to this I had purchased two vehicles from them and always had them serviced here - I have been a ver Before I get started I do want to note that prior to this I had purchased two vehicles from them and always had them serviced here - I have been a very loyal Russell & Smith Honda customer. I also want to note that this only has to do with the service center - my previous experience with the sales staff have always been excellent. I received a letter from Honda stating that my 2017 CR-V needed its shift knob replaced and made an 8am appointment to drop it off at Russell & Smith to have it done. After signing the vehicle in and being told it would take an hour to complete I left the dealership. After almost 3 hours I called to inquire about the status of my vehicle - the receptionist who took my call stated they didn't have any record that my vehicle was with them, and when I asked her to go find the service adviser who I talked with in the morning she put me on hold for a long while then hung up on me. At this point I am both extremely worried and furious - they had lost or stolen my car! I rushed over to the service center where they still claimed they didn't have any record of my vehicle. I demanded they start doing some investigating or I would have to consult legal counsel, and eventually they found the paperwork I had signed in the morning. They claimed they tried to call me sooner (they did not) and said that they because they ended not doing anything with my car they didn't even put the paperwork in their system (again, never mind that I had an official letter from Honda that they were supposed to replace the shift knob). At this point I told them that I was extremely upset that they neither contacted me (as I had bought the car from their dealership and had it serviced their just the month prior) nor bothered to record their custody of my vehicle in their system - a MAJOR issue as at that point it realistically could have been stolen by anyone with no one the wiser. They directed me to Joseph Fitzgerald, the service manager, and Steve Tower, the service director - who I both let know that I expected a formal apology for the extreme anxiety they put me through. They both mockingly apologized to me and told me to leave (never mind they STILL had not given me my car back at that point). Long story short, Russell & Smith Honda lost/stole my car, didn't bother to tell me about it, mocked me when I asked for an apology, and still did not fix the issue that I received an official letter from Honda about. I've contacted them through their "Contact Us" page to speak to someone else but still haven't heard back. They did this to a loyal, repeat customer - I was shocked at this treatment because every other time I had come in I had such a great experience. If they are happy to treat loyal customers like this then how do you think they would treat someone new? Do yourself a favor and do not do business with Russell & Smith Honda. More

Terrible doesn't begin to describe it This was not the first time I had received terrible service from this place, but it will be the last. The first time I came here for my first free oil This was not the first time I had received terrible service from this place, but it will be the last. The first time I came here for my first free oil change and tire rotation. They had the car in the wrong service area and for some reason couldn't figure it out for 2 hours. It took 3.5 hours to get a simple oil change. Then I had to come back for issues on my transmission (brand new less than a year old car I bought from them). The person I was scheduled with initially wasn't even there at my appointment time so I had to be passed onto someone else. When he finally did get in touch with me he said the car would be done "well before 12 PM" the next day. I get a call from a different advisor that I was passed to the next day that my car wouldn't be done until 4 PM. Fine, stuff happens and backups occur so I had no problem with that. I show up, and the advisor kept telling me "45 more minutes" and every hour that passed he would keep telling me the same thing. It took 3 hours over the initial extra 4 hours they told me it would be done. There was about a million ways they could've handled this, but holding me basically hostage at the dealership, instead of a simple "it will be take another day" or anything but a lie, is not one of them. It's a shame because I had such a pleasant buying experience from these guys, but if this is how you treat customers I'll just take my business elsewhere. More

Dont go there! This has been the worst experience at a car dealer as of yet and I wish I could give them zero stars. So I came to get my tire changed. my husband arr This has been the worst experience at a car dealer as of yet and I wish I could give them zero stars. So I came to get my tire changed. my husband arrived at around 7 am and the car wasn't checked in until 9.30. I was at work so I called my husband to see what was the hold up because it was 9.30 and we had an appointment at 11.15. He said that the tech told him it wouldn't be completed until at least 12 o'clock meaning 5 hours after the time that he had arrived! so I called up to the service department myself while my husband still was on the phone and I spoke with Alex. not only was he rude but when I asked to speak to a manager, he stated that his manager was too busy and couldn't come to the phone but my husband watched him not even make an attempt to look at the manager! they were unwilling to schedule an appointment for a later time, and Alex hung up in my face without getting my name or number. when my husband asked to speak to the manager named Steve, he seen Steve tell the tech " I'm too busy for this right now I'm not going to deal with that." I requested for my car back and I will NEVER be back again. More