Smith Honda — Local services in Idaho Falls

8/12/2025 EDIT: No one has reach out even after they said they would. I don’t actually think they would.

Issues with car and poor communication

Freedom Automotive/Honda

We purchased a car from this dealership last July. It was advertised reliable with a "new" engine (30,000 miles). By August, we discovered an oil leak, the technician informed us the oil pan was damaged. Tom was quick and helpful and replaced it, no problem. However, in December, the car broke down, and a trusted mechanic found metal shavings in engine. Thankfully, the engine was under warranty. The dealership picked up the car, but this began a frustrating 7-month period of little, to no communication. We had to call for updates, often with no return calls. Finally when I stopped in after weeks of silence, Tom responded rudely, stating I shouldn't have come in and to contact him, if Stacy isn’t responding. While communication improved slightly after that, the overall experience was incredibly poor. After 6 months, I was told that they were going another route to get me an engine, stating they had to "eat the cost" due to issues with the people they bought the original engine from not getting in contact with them and they would probably have to take legal action against them. Finialy, After 7-months they called with “good news” and the car would be ready the next day. When we showed up, I learned the replacement engine has 92,000. This was significantly more miles than what we had purchased when we bought the car. When I expressed my concern to Stacy, she apologized but minimized our frustration, highlighting their own financial loss. She suggested I talk to Tom and see if we can work something out. He didn’t even pretend to be interested in helping me. Said I hadn’t had the car long enough. Tom was extremely unprofessional when I spoke to him about the mileage discrepancy, even going so far as to say, I was "lucky Stacy didn't just tell me to eat sand," and reminding me it was an "as is" purchase. This entire experience has been incredibly disappointing. The lack of reliable transportation for my daughter, the prolonged repair time, and the disrespectful communication from them have been...

Our interaction with Smith started with our quest for a car with unique details. Said car was listed on Facebook. After messaging and exchanging my number we were able to speak to Gavin and Mike. Both individuals were clear and consistent on what they could offer us. Fifteen minutes later we had discussed the vehicle and agreed on a price. We reserved the vehicle via credit card and arranged to pick it up later in the week. Arriving at the dealership we met Gavin in person. He did a wonderful job at presenting the vehicle and working though any issues. You could tell he was eager to solve issues. Great personality and really understood us as customers. (5) stars for his eagerness and willingness to listen. He deserves a bonus!

Paperwork and purchase we worked with Gavin and Rod. We took advantage of the situation to tease them and further negotiate on a pre settled price. I kept teasing Rod we needed a hat with to accompany the purchase. Even when approved by management he was adamantly against giving in. (4) stars for Rod. Happy to make this 5 when I get a hat. A smith hat would be sufficient and would be a great form of advertising. As a small business owner I can’t understand why you’d not want as much advertising as possible at such a low cost. Gavin noticed and was willing to give me his hat later in the day. Again (5) stars for awareness. He wasn’t going to let $20 ruin the experience.

Overall we are pleased with the vehicle. Never thought I’d buy from a dealership but smith made it pleasant and easy. I never felt pressured to buy and it felt more like a private party interaction. I’d be more than willing to recommend a friend or purchase again. Our Rigby friends were excited to hear our experience and they loved...

This is my first experience with Smith Honda, so please use this as constructive feedback for taking the initiative to complete tasks in a timely manner.

I had scheduled with Greg Gain for my CRV for an early morning appointment to align my radar sensor that was causing problems with my ACC and Lane Mitigation. I dropped my car off at 8:30AM. Greg had told me that it would be done later that same morning. I followed up about 11AM and he stated that it would certainly be done before 3PM. I dropped back by at the dealership about 2:45PM and had asked where Greg was. Nobody could find him, so I asked the other service advisor at the desk about my car and if the alignment was done. The other service advisor followed up with the auto tech Alexander Tracy, and he said he hadn’t got the go ahead from Greg to start and was still waiting. When the tech did start on the alignment around 2:50PM, it took less than 40 minutes to complete. Later, I did find Greg, and asked him why Alexander wasn’t notified. His response? I thought the phone app would have notified the tech when to start. This didn’t make sense to me as I gave the approval through the app and verbally on the phone with Greg to start at 11AM. As I was waiting to pay my invoice, I did let Greg know I would be submitting a review and told him that I would have liked it to be done when he said it would have so I could have picked up my daughter from school. On a side note, I do appreciate that Alexander took the initiative to fix some recalls on my CRV without asking while I was waiting, so I thank him for that.

Edit 5/24/24: I changed the star rating from 3 to 4 since I very much appreciate the action taken to help improvement. I wasn't...