Honda of Burlington — Local services in Burlington

Strap in, this is a long one. I have been taking our Honda Pilot here since we bought it used from another dealership in 2021. Mostly regular maintenance and oil changes, but some larger services like the timing belt. On one of the regular visits they noted the bushings needed replaced, was quoted over $1000. This is a lot of money for our family of 6 to dish out, so we tried to put it off and save up for the repair. I noticed that the steering wheel was starting to vibrate. I called the dealership stated the problem I was noticing and the person I spoke to looked up my car and said “well, looks like you need your bushings replaced, that can cause a rough ride so let’s get that scheduled”. Me thinking he knows best went ahead and scheduled it. Down over a grand. Got the car back, still vibrating. Well, whatever it is, is gonna have to wait because it will take us several more months of saving before we can add another repair. Fast forward several more months, car is randomly dying. Take it in, they start it right up, call us and say “It started right up for us, we can’t find anything wrong with it”. We implore them to keep the car for several hours and then try to start it. They call back “oh yeah, it’s not starting, we will look into it.” Call us back “looks like it’s needs a new battery”. We respond “give us a few, we think the battery is still under warranty” “oh well our mechanic already installed the new battery”. More money dished out for battery and labor. Not long after I’m driving it down hwy 20 with all four kids and the car dies. Luckily I coast into the diner parking lot. We have it towed to the dealership and alternator needs replaced. We say “while your in there, the steering is still vibrating, it’s gotten worse, and now the steering wheel is rotating back and forth while driving can you check it out.” “Oh, looks like your roters are warped so we will file those down ($1200) and we also noted that the left suspension control arm needs work, that can also cause some vibration and that’s gonna run about $1400”. Well great, we get the car back, steering still rotating and vibrating so we wait a few more months save up the money and schedule the service for the suspension arm. All the while the problem is slowly getting worse. We got the car back Saturday and it’s NO BETTER! In the past year we have paid over $4000 in repairs to have the steering/vibration problem fixed and it is not fixed! We called to explain our frustration and they had the audacity to say, “you never mentioned the steering problem to us, you can bring it in and for more money we can take a look, it could be you need new tires.” Is that how you do business? Just wild guessing and no real investigation, just stop at the first issue you find? Do you not test drive the vehicles you service to make sure they are actually fixed. All it would have taken was a loop around the block to see the steering wheel rotating 25 degrees back and forth and feel the whole car vibrating beneath you! It’s like going to the doctor for a broken leg and they notice that you have an ingrown toenail and a suspicious looking mole and treat those before addressing the broken leg! Those thing may have been wrong, but they obviously arnt causing the main problem. The worst part is we will have to once again save up money to fix this problem, and in the mean time I will have to continue to drive my kids to their activity’s and appointments in this vehicle. When we do save up the money we won’t be back here. We will try to find an establishment that actually cares about their customers, understands that family’s are trusting them for their knowledge and service to provide them with a safe and reliable vehicle, and not about taking advantage of hard working families just to pad their...

Honda of Burlington tried to steal $1000 from us.

I'll start by saying the sales people we worked with were great. We had no issues with them through the whole process.

We initially opted to buy the service contract with our new car based on what we were told of the terms and conditions. Within a few days we decided to cancel the contract after reading the terms more closely and seeing that they lied to us over the coverage and cost (my fault for thinking there were honest people working at a car dealership). The contract allowed for a full refund if cancelled within 30 days. We sent the cancellation form less than a week after buying the vehicle and it took 4 more weeks to get the check in the mail. When I asked why it is taking so long before it showed up, the excuse I got for the delay was because they wanted to send the license plates and the check at the same time. They didn’t even come in the same envelope so why would you need to send them at the same time? That’s kind of fishy, but ok. When the check showed up I did the math and it was exactly $1000 short. I called and pointed this out and the excuse I got was that their “finance department thought I still owed them money". The receipt attached to the check did not even mention this. It just said "refund for service contract" with the incorrect total. They sent the additional $1000 check out that day, which definitely wouldn't happen if they thought I owed them money.

I find it highly unlikely that they thought I owed them money for over a month and have never called, texted, emailed, or sent a letter to tell me I still owe them money. Then when they are supposed to send me a refund for something else, they decided to subtract it from the refund check and not tell me or document the subtraction on the receipt. I think it’s more likely that they were hoping I wouldn’t notice the difference and they would be allowed to pocket my money like scumbags.

BUYER BEWARE. THEY ARE NICE TO YOUR FACE BUT THEY ARE TRYING TO...

Edit** Didn’t realize this review took the place of my previous review of the truck purchase a few years ago, so I do want to still give a shoutout to the sales team there. They really employed a no pressure buy, and prioritized comfort over making the sale. A few other dealerships in the area should take notes. Jorge and Amber were very instrumental in helping secure the purchase and answering all questions. Very knowledgeable and professional.

Bought my Ridgeline from these folks here at Burlington Honda and bring it here for routine service. They have taken good care of me for almost 3 years to this date. I’ve worked closely with Miguel Amarillas and Andy Burns, and they do not disappoint. From walk-in to check-out, they have a very friendly easy going demeanor. When I’ve worked with Miguel, he knows the issues at hand, recalls, and communicates clearly, talks to you like a good friend, enjoyed working with him. Always a pleasant experience. Andy has also been more my go-to guy for recent issues (likely just scheduling and which one is available), and has also helped with recall issues and routine service. He exhibits a very calm demeanor, which I’m sure can be a challenge in I’m sure a stressful environment at times, and it’s appreciated. Also a pleasure to work with. He does a great job communicating what’s happening and has lots of knowledge to share. Never a thing to complain about, and it’s nice to be able to trust these guys. Everyone does a great job in the service department, and they got a sweet coffee machine too. Thank you folks at...