Honda Cars of Rock Hill — Attraction in Rock Hill

On the afternoon of Saturday, July 10, my friend and I arrived at Honda Cars of Rock Hill to consider purchasing a manual-transmission “Certified Pre-Owned” 2017 Honda Civic LX that I’d been looking at online. Before we test drove the car, Senior Sales Consultant Tim Oakes gave us the CARFAX and a detailed list of what is inspected/addressed on Certified Pre-Owned vehicles. We took the Civic for a test drive and parked in a lot off the highway to thoroughly evaluate the car’s condition, finding a list of things wrong with the car, despite its relative new age. We took many pictures to present to Tim Oakes upon our arrival back at the dealership.

The problems were myriad: the car was not clean, the windshield had many scratches measuring beyond four inches, the four tires were not of equal tread, there were various deeply rusted/scratched areas, and there was a cigarette burn on the backseat upholstery despite the CARFAX report listing the car as never had been smoked in (I could tell by the scent that wasn’t true). These were a few issues out of many that should have been noted and addressed considering the car was listed as Certified Pre-Owned, per the documents Tim Oakes gave us. The car was overpriced by about $3000–$4000, especially considering its condition.

My phone rang at 5:50 pm, and it was Tim Oakes. I hadn’t realized how much time had passed and thought the dealership closed at 8:00 pm when, in fact, it closed at 6:00 pm. I apologized profusely and we hurried back to the dealership. Tim greeted me as I got out of the car, saying, “I think one of the appraisers [for a trade-in] is still here.” I had not at any point discussed trading in my car or wanting to buy the Civic.

Tim asked me what I thought as we walked into the dealership and I said, “I [have] some things to talk about” with him. He had taken the dealer plate off the car, sat me down within his cubicle and returned several minutes later. During this time, my friend left to go to the restroom.

Tim came back and sat down across from me at my desk. I asked him first if the car had spent any time at the coast because of the considerable rust issues. His reply was, “I don’t know.” I went down the list of areas of rust we found. He sat staring at me, stone-faced. He said, “It’s a used car and there are going to be issues.” I asked, “Are you all not willing to fix these things?” He said the car is Certified Pre-Owned and undergoes a 182-point inspection for safety, as if multiple rusted bolts and a highly damaged undercarriage aren’t safety issues.

I continued mentioning other issues we found, like windshield scratches and a chip (also safety issues), which should’ve been fixed (windshield replaced) as a condition of the Certified Pre-Owned contract. Tim said, flatly, “This is a used car. If you want a new car with no problems, we can get you into a new car. I see you take care of your [used Ford Focus].” He then stated that he was going to get the manager to speak to me and walked away from the cubicle. I sat there dumbfounded by his disrespect and complete lack of interest in engaging in a dialog about fixing issues that were well within the capacity of and low cost for a dealership’s service center. Specifically due to Tim’s unwelcoming and clearly irritated demeanor, my friend and I immediately walked out of the dealership.

I bought my beloved then-new 2004 Honda Civic Coupe at Hendrick Honda on South Boulevard and had nothing but good experiences with them, so I was sure I would have a good experience with another Hendrick dealership. Additionally, my brother-in-law is in management in the Hendrick dealership family, so Honda Cars of Rock Hill will be hearing about this experience via internal management. I really wanted to be able to do business with Hendrick again. Tim Oakes thought he only just gave up a used car sale with a small commission....

I went to Honda Dealership in Rock Hill SC with my sister and brother in law after church to look at new cars. Much to our surprise they were open. Heard them paging different people to sales. So we went in. We were greeted by a young man, Justin who said he just started a week ago. After looking at different Honda vehicles I test drove a Honda HR-V 2025 which was white. I had in mind of a blue or red color but after test driving this 2025 HR-V I really liked the car. My sister and I scheduled to come in Wednesday to purchase the new car. Well I am not familiar with the whole process of buying a new vehicle. My sister and brother in law had previously purchased 3 different Honda’s over the years and found them to be very good quality vehicles. So when we came in on Wednesday morning Justin said I have bad news that car was sold. He said he didn’t think it would have sold in that short time frame. He said he should have put a hold on it. I didn’t know you could do that!! He said that he could locate another one and found one in Concord that they could get it the next day that it was just like the one that got sold. I asked “does it have all the same features?” Justin said “yes it does”. So we went through the whole process of financing and traded my old car in. I was thinking I would be driving my old car until picking up the new car. He said we will get you another car to drive until your new car comes in and is detailed and ready to go. We went through the financing process. I asked again now does it have all the same features? Justin reassured me again that it has all the same features as the other HR-V that was sold. Was told that Pete would be the one who would go over all the features and help me on Thursday when I pick up my new car. I was given a 2022 Honda HR-V and told that it is just like my new car except for it was black. I remember picking up the new car that it just didn’t feel right that it didn’t have the heated seats, the camera that came on the screen making a right turn and that my phone had to plug in in order to use the apps. I questioned the lack of these features. I was told that they don’t put the cameras in the newer models because drivers were depending on them too much. The wireless charging really didn’t work right. The guy Pete sent out to go over the feature said that there wasn’t heated seats. This was a deal maker for me because I suffer from chronic pain which heat helps. So long story short I was disappointed that it wasn’t the same as the one I had my heart set on but reflecting back I am grateful to have a new car. After going back and having an older gentleman take the time to show me all the features on my new car I am happy with my new car. I appreciate all the employees who helped me along the journey of new...

I had a customer service nightmare at this location which took months to resolve and was only fixed when corporate Honda got involved. This experience forever changed how I view Honda and their products. I was traveling out of state when I had a breakdown for a part that was known to Honda to fail (TSB 20-030 for more details). I explained several times to the Service Lane Manager, Connie Underwood and the Service Director, Gus Matchunis, that the part that was being replaced should be covered under warranty as my car was within the year/mileage coverage. This was confirmed by the service manager of the dealership where the car was originally purchased from. The service director insisted that when he ran the warranty coverage inquiry, he was only able to run the mileage, VIN and the part, NOT the state where the vehicle was registered and normally operated (turns out the state is a vital field for these warranty and emissions coverage inquiries which I'm pretty sure the Service Director was well aware of). While I applaud the service advisor, Kathleen Scrimgeou, for going above and beyond from a customer service perspective with her kindness and understanding, the rest of her team failed and made me feel as if Honda did not value me as a customer nor back the quality/workmanship of their product. Despite being stranded, Rock Hill Honda seemed to not care that I unable to return home. After being assured that my car was going to be worked on first thing in the morning, it was only around noon on the second day when I pointed out that my car had not moved from where it was parked the previous day. After waiting around for several more hours, the car was finally fixed and I had no choice but to pay in full. When I was leaving, Gus and Connie thanked me for remaining cool during all the madness. Do they play this game often with their customers or maybe it was because I was out of state? They then had the audacity to invite me back to their dealership for coffee if I was ever in the area again -_- Fast forward several months, after countless hours on the phone dealing with an individual who seemed clueless and incompetent, I finally got my case escalated to someone who was able to swiftly resolve everything. The individual confirmed that I should have never had to pay for anything to begin with and the dealership was in the wrong. Had to wait another month for the refund check to arrive. Highly recommend servicing your...