Honda Mall of Georgia — Attraction in Buford

On 7/20/24, I went to this dealership [instead of Gwinnett Place Honda] against my better judgment to purchase a vehicle with my niece. We worked with Sales Consultant, Gilbert Smith and the Manager, Michael Yang and it seemed like a decent experience until after the sale was completed. The 2022 HRV purchased was in need of a thorough deep cleaning of the interior because all of the seats, front and rear seats, including the back of each seat were visibly stained and they made no attempt to clean them before the sale. We were told, "we haven't had a chance to clean it up yet but all of this will be taken care of for you". The exterior had visible paint chips on the front bumper and several other places that we were told would be fixed [with touch up paint], "just make an appointment with our person who is available Mon - Wed. until 12 noon". We received the usual, "We Owe You" promise written into the contract and 23 days later, NOTHING has been done!!! We've traveled to the dealership on several occasions and been told the person that does the upholstery cleaning and the other person that does the paint repair/body work are not there, ever! They have limited work hours and we have gone there during their scheduled hours yet they never seem to be present. We set an appointment made by their service department for 5:00pm one evening and the person went home. How about that! Not even a courtesy call to say that they wouldn't be there. We were never offered a loaner car so they could take care of all the things we are owed all at once. As a matter of fact, why didn't they just keep the car when we purchased it that night, have everything completed and then contact us to pick it when it was ready? Who do you know that can continue to take off work to get these things done at the dealerships convenience before 12 noon? If they need to keep the vehicle for an extended amount of time they should be courteous and offer us a loaner. We have left numerous messages and never receive a call back. This is awful customer service and they make no effort to fulfill their contractual obligations or reimburse either of us for the time off from work, the fuel being used to travel to the dealership and we wait hours for service only to be turned away because their "employees" decide not to come to work on the days they have designated for us to arrive for service. I would advise anyone seeking to purchase a vehicle to avoid this dealership at all cost if you can. They didn't even bother to offer us a free oil change, or two, a tank of gas ..not even a stinking free car wash code. To top it all off, we didn't even receive our free 3 months Sirius XM radio trial subscription until 2 weeks after we purchased the vehicle and that came in my name versus the name of the owner. Apparently, they didn't pay attention to detail to know that the car is owned by my niece and not me. So much for 3 full months free. It's very clear that they don't care about their customers after the sale. We even purchased the extended warranty and they told us that when the permanent license plate arrives we can pick it up from the dealership. Why is it not being mailed to our residence seeing how we own the vehicle, not them? Get it right people. If they think we're going to forget this experience rest assured that we will not and we're more than willing to share our experience here on Google and all our other social media platforms including X, to help others. Customer retention and referral are paramount and contribute significantly to the success of a car dealership. We will never purchase from Honda Mall of Georgia, ever again. They can expect a letter to the Penske Auto Group to address their subpar performance. This definitely makes me value David Kwon, the General manager of Gwinnett Place Honda and Rick Hendrick's ownership so much more. If I could rate this experience a zero after all this, I would. This post will be updated daily until they make amends for their mistakes and lack of appreciation for our business.

26 days...

Someone below commented to document and I agree. I dropped my car off on 5/13. They fixed my recall issue and they did provide me a loaner vehicle, so I do appreciate that. I spoke to my service advisor finally on 5/29 at 5:08 Pm. He stated they fixed my seat warmer issue under my warranty. I had to call around 5 times to get in touch with him, and that my car would be ready for pick up on 5/30. I called multiple times. They finally called me 6/7 that my car was ready. I picked it up this morning on 6/10. I was informed that they did not fix the heated seats because they were functional. They aren’t functioning properly, and that service advisor confirmed that. The service managers Juan and Tom Mann told me that the seat warmers were functioning according to the shop foreman. I went and read my paper they stated my car had the same amount of miles that I dropped my car off with which isn’t true they added 44 miles, they claimed I denied fluid exchange services which is not true they never called and asked, then they claimed they washed my car which again is not true. My car had Cobb webs on it and I had to ask a service guy to kill a spider on one of the webs. The service advisor claimed it elido take days and it was a big undertaking to test. They claimed the foreman tested 2 other Honda HRVs on the lot and they all had the same out put of around 80 degrees which is underperforming according to the average heated seat temperature. If it’s such a big undertaking how were they able to test 2 used cars on the lot? Also I’m not inclined to believe them because how did they lie and say they completed a car wash they didn’t, didn’t have accurate mileage exiting the dealership, and that I denied recommended maintenance they never asked about. It may not seem like a big deal but that’s 3 lies on one paperwork sheet and it’s supposed to be for your records and it’s not even accurate . They also dumped my glovebox out on the floor of the backseat and didn’t clean it up. How do you have my car for a month and do essentially nothing? They did nothing to rectify the situation at all. Tom profusely apologized but did mention I had a loaner car. I do not care about that it is the principle that you did nothing at all in a month except fix a recall and lie and not answer the phone more than 5 times. When the service advisor called me he told me my car was ready to go over the voicemail and indicated nothing about them not replacing the seat warmers. I’m super frustrated and Honda corporate says the output temperature is based on outside climate conditions and they didn’t tell me that. I bought my car there and I also got my service for the last 5 years here. I definitely won’t be back and I’ll go to a different Honda. I just dropped $800 on brakes and other maintenance recently, so apparently they don’t want to retain customers because someone below a month ago complained and said to document and I have no proof that the service advisor said that they replaced the seat warmers because he called me and told me. I’m super disappointed. Get them to follow up with you through email because clearly calling isn’t enough to get the work they said that was done that done properly. Super...

BEST CAR BUYING EXPERIENCE!! I HIGHLY RECOMMEND!!! I love love LOVE Honda, and I’m so very grateful me and my family had the amazing privilege and opportunity to be assisted by the spectacular Willie, who was the best sales agent we could have ever had!! He was so very informative, attentive, knowledgeable, welcoming, and so gifted!! He consulted with me to determine exactly what features were important to me, and the VERY first car he showed me was quite LITERALLY my dream car in the flesh!! I had owned my old Honda Civic for the last 9 years, and it was the best car I could have ever had, so I wanted to ensure that whatever car I got afterwards was a worthy replacement. I’m so happy because the one he helped me find, was literally the most PERFECT car I could ever have imagined having. My new car and my ENTIRE sales appointment were an absolute dream; everything was so seamless, and he went above and beyond to make sure I was accommodated and that every single aspect of the process was appropriately managed to perfection! He made sure to walk me through all the best possible options first and foremost, explain what set them apart, what benefits I’d like the most, each car’s features and/or drawbacks, and he gave me a comprehensive guide and analysis for each one, which was immensely appreciated since car shopping always overwhelmed me and I didn’t quite know what I wanted/what to expect. Willie helped me get the car of my ABSOLUTE dreams, and I am so very grateful to have had his tremendous help, I could not have done it without him! I also admired his patience and dedication, while also being amazed at his infectious enthusiasm and radiant positivity! I’m not used to having such pleasant experiences like that at dealerships, as I usually feel like I’m just a useless number or I’m not important when I have visited other dealerships in the past, but here, Willie made me and my family feel right at home!! I will always look forward to visiting the Honda Mall of Georgia team and working with the my wonderful sales agent Willie!! I recommend this dealership to anyone seeking to service their existing vehicle or looking into purchasing a new one; you will not be disappointed and sure hope you’ll have the amazing experience I did and be able to work with Willie!

Thank you so much for your tremendous...