Muller Honda — Local services in Highland Park

UPDATE: 3.5 STARS

Yesterday, I had an appointment at the Highland Park location for alignment and I had a printer alignment, complimentary inspection , and battery check coupons. Upon arrival, I found myself a bit unsure of where to wait, as there wasn't a clear line designated for incoming customers. I didn't want to interrupt the busy service members, so I ended up standing awkwardly in the middle of the doorway. (I hope management considers implementing a clearer waiting system after reading this feedback.)

Fortunately, a kind gentleman noticed me and ushered me in. I mentioned the three coupons I had, but was informed that only one could be applied (the alignment coupon), and that the complimentary inspection is automatic. I understood and handed over my keys.

The waiting room impressed me with its modern amenities, including refreshments and a business lounge complete with tables. This allowed me to dive into my work comfortably, almost as if I were in my office. I'd recommend bringing headphones for added focus. The service itself was completed in around 50 minutes, and the interaction with the staff was seamless.

However, I did notice that I didn't receive any paperwork detailing how the complimentary inspection went. The staff member who returned my keys also failed to mention it. While I hesitated to inquire about it, as I've generally received excellent service and enjoy being a customer, this small oversight was a bit disappointing.

As someone who takes pride in caring for my car and aims to remain a loyal customer at Muller, I believe it's essential for them to deliver their services to the fullest, without overlooking any mentioned additional services. I intend to bring this matter to the attention of management in the hopes that they will address it by ensuring that complimentary inspections are consistently carried out and not forgotten. Thank you.

Additionally, I'd like to highlight that the cashier service tends to be sluggish due to issues with their machines. Whenever I attempt to make a payment, it appears that the system is down. I suspect they might be using outdated machines, and I hope management will investigate this matter and consider upgrading the system if necessary.

Furthermore, during my recent visit, there was a concerning incident where the cashier mistakenly charged me, then issued a refund, and finally charged me again, resulting in a total of three transactions. While I understand these occurrences can happen, as a customer, I believe there's a need for a smoother process. I kindly request management to address this issue. Thank you.

OLD POST (below):

Phoned at approximately 4:30pm, and a gentleman named "ROBERTO " took my call regarding the air cabin/engine filter service, instructing me to arrive before 5:30pm. I managed to arrive at 5pm and the service was completed by 5:10pm.

In light of this experience, I received exceptional 5-star service from the service desk. They noticed my Marine Vet hat and license plate, leading to a pleasant brief conversation.

My main point is that I was warmly welcomed, and I could sense that they run a quality business, which is why I will definitely return.

Oh, by the way, they provided me with a complimentary car wash and asked me to wait in the modern waiting room, which offers amenities like free water, coffee machines, and tea.

While I typically don't write reviews, I felt compelled to share my positive experience. The sales representative named "ROBERTO" is the reason for the...

BAIT & SWITCH - stay far away from this dealership. I visited Muller Honda, as they had a certified used Odyssey advertised online that I knew I wanted to purchase. I was told by the salesman Pawell that the minivan was being detailed and certified (which would take 3-5 days before being ready to drive off the lot), BUT I was given the option to put down a $1,000 deposit to hold the car. I agreed....but Pawell then said he had to make a call to someone, walked away, and came back telling me I could no longer make the deposit to hold it. He said the manager wanted me to see the car before taking any deposit. Pawell told me the car would be ready to be seen at 10am the following morning. So we scheduled the 10am appt. I called at 9:15am to tell him I was on my way, and he informed me that he forgot he started work at 12pm. Ok, so we agreed to meet at 12pm. I arrived and was told that the car had just been sold and driven off the lot 15 minutes prior to my arrival - - but that for only $8,000 more, I could buy a brand new Odyssey. I was floored. I thought the car wasn't even ready for 3-5 days!? I asked to speak to a manager. Joel Endright came out and was told what happened by Pawell, who left out some details. I filled in the missing parts and explained how I had done everything to try and purchase the car earlier and that I was truly flabbergasted at the outcome. Joel said there was nothing he could do and that I could leave the store if I was so upset about it. Truly unbelievable customer service. Joel then walked off and sat in a glass windowed office with the General Manager, Jeff Harris - who looked but never came out to offer an apology or explain what exactly happened. I was going to ask to speak with Jeff but was informed that it would go nowhere, as he is not the easiest person to deal with. (I see all of Jeff's comments on negative Google reviews, asking consumers to call so he can make their experience better. Well, he had the opportunity to do so in person and did absolutely nothing.) I then left the dealership and saw the "sold" Odyssey parked outside! I asked what the heck was going on, as I was told the car was sold and driven off the lot prior to my arrival. Pawell didn't have an answer. So, if you want to look at cars and be part of a ploy to be upsold (and if you'd like to deal with personnel who need a huge refresher on customer service) - this is the dealership for you.

Oh, and if you're looking to buy certified pre-owned, don't even start at Muller Honda. Go directly to the Certified Pre-Owned Honda dealership just up the block. Coming to Muller Honda adds a big obstacle, as they are supposed to focus on NEW car sales and send customers seeking pre-owned to the Pre-Owned center (I found this out after some further investigation). Makes total sense now that they tried to dupe me into buying a new car for thousands more. But......I wouldn't come here at all. Save yourself a trip and go to a different, honest dealership like Auto Nation or...

I bought a leftover 2023 ridgeline brand new this year. The salesman name Brian was not informative at all. He didn't tell me about the features of the vehicle unless i asked him. Like how do I know what features it has he should be telling me about it. I had issues with the remote start after purchasing and leaving. Tony told me everything is working as it should. He couldn't start it. It was working on and off. He got loud with me and i got loud back at him. Took the car home next morning it wasn't working so i called and brought back the car. It turned out there was issue so it had to get resetted. So Tony was in the wrong since he insisted i was doing it wrong and talk to me as if i was dumb. Lol he says the right way was to hit lock twice, unlock and hold. Wrong way! Someone please teach your salesman the proper way to remote start a vehicle. At finance Ray went thru the bill of sale as if he's in a rush and all i hear is to sign here, here, here etc. He snuck in tires and wheel package on the bill of sale that i don't remember signing cause i didn't get no package from him. Brought back the car spoke with the general manager, forgot his name but he was a big white dude who was furious about the tires and wheel contract that has my signature that i don't recall signing. Canceles purchase and refunded a month later. I purchased it out of state so the car documents were sent out to me. The lady that sent it out, Joy, sent it to the wrong address. I spoke with her and she told me the date and time and I told her i didn't get it. She told me to look again carefully cause it was delivered, and "maybe wind blew it into the bush, who knows." What a lame excuse. I didn't find out it was sent to the wrong address until i asked for the tracking number and the address. She gave me a different address. Shame on her for overlooking the address, sending to the wrong place and telling me it was delivered to me and that i wasn't looking for it hard enough. Lol She sounds like a carless person to me. The documents were reordered and i had to wait another 3 weeks. So a total of 7 weeks to get my car documents. That was a horrible experience with Muller honda of highand park. No more business with this dealership in the future. Please don't tell me to reach out to the general manager. He's a hot...