Honda Libertyville — Local services in Libertyville

This place has the absolute worst communication I've ever experienced in my life. I'll start by saying that Dorothy is the exception, and Mark was great. The services I brought my vehicle in for were all performed, though it did take an extra day (which was also due to a major lack of communication).

I bought the vehicle with a crack in the windshield, and they told me they'd replace the windshield at no cost. They did this for me, so again, the service is not the issue. The issue is that it took almost a month to schedule the service because nobody would respond to my emails or calls. I would go literally a week at a time without getting a response.

I had to ask two different people at least three times to send me the paperwork that I signed when I purchased the car, as my initial emails requesting this follow-up were completely ignored.

After having the vehicle for three weeks, I went outside to go to work, and it wouldn't start. I called the dealership, because they offered coverage for these things and the purchase was recent enough that they should have definitely made sure it was not a weak battery before letting me drive off the lot with it. I called and explained the situation and was told they could tow the vehicle to the dealership and take a look at it. I live over an hour away from Libertyville and explained that to the person on the phone. She said they could tow it somewhere else instead, and I asked for verification that I wouldn't be charged for any of this. I was told she needed to check with a service manager and call me back. The call never came, and I was already missing a day of work.

I called back an hour later and had to re-explain my situation to a new rep. They again promised a call back, and I gave them another chance. An hour later, still not having heard anything, I reached out again. I explained my situation for a third time and that nobody was contacting me back. I just needed to know how to plan for work the next day. I asked for a manager and was told they were all busy. I asked for somebody higher up, and the rep laughed at me. I hung up and called back so I could deal with somebody else, and finally, I was able to get through to a manager.

This person gave me his direct line. I explained how nobody was returning my calls as promised and that I just needed somebody to communicate. He said he would look at having somebody drive the hour and a half to pick up my vehicle and drop off a loaner car. I asked specifically if they would take care of the battery AND the windshield while it was there and was told that it would be done. He said he'd call me back in 10 minutes, and I thought I was finally making progress. I was wrong.

An hour later, I called the direct line for an update because I hadn't heard back. It was getting late in the day, and I was getting worried that the dealership would close before anything was figured out. I was told he was waiting on a loaner vehicle to come in, and it was expected in 30 minutes. I was again told that I'd receive a call back in 30 minutes. I reminded this person of how they had promised to call me back earlier and never did, and made it clear that I just needed an update - even if that update is that no car was there yet.

One hour later, I called again. I was told they would arrive with the loaner that night, and he would call me back when the loaner was leaving the dealership. At this point, I obviously didn't believe him but had no other choice. I hung up and waited.

Fast forward another hour - no word on the loaner. I called back and heard a recording that nobody was available and it the place was closed. I left a message asking for somebody to get ahold of me and politely let them know I was very frustrated.

Mark called me about 30 minutes later and told me he was on his way, just leaving the dealership in the loaner. He said he'd call when he was 15 minutes away, and he did. He was great, and really went above and beyond, picking up my vehicle just after 9pm. Thanks, Mark! I'm out of room to continue, but...

When we leased our first car at Honda Libertyville, it was a wonderful experience. My wife handled everything and we leased a 2023 CR-V Hybrid and enjoyed our time very much with it. A little past the 2-year mark in our 3-year lease, I went into the dealership to see if there were any opportunities to switch into a new lease and get a new car. My interest was in the Prologue, as my wife and I have been wanting to go electric (I can’t say that without thinking of Bob Dylan) for a while.

The person who worked with me was Tre, and I have to say this guy is phenomenal on every level. Tre is a straight shooter, easy to talk to, and went the extra mile from the moment I walked in. It took us a while to get to an arrangement, but Tre continued to stay in touch with me without being overbearing. Tre and I spent a lot of time together looking at this car and talking quite a bit during any down time. To say I was impressed with this guy would be an understatement. If you’re buying a Honda from Honda Libertyville, ask for Tre. He’s your guy, full stop!

Tre attempted to work with us on a few different models of the prologue, but honestly, the color was the sticking point. The ones we were looking at were a bit louder in the color department, and my wife and I wanted something more basic. Enter a black 2024 Honda Prologue Elite with black trim with tan highlights, absolutely gorgeous and exactly what we were looking for. Tre worked with two managers to help us not just get the car we wanted, but also to get the price we wanted. The manager I first worked with was Fareed, and he wanted to assure that we got every deal possible on the car. The manager who closed the deal was Brent. I know the stereotype of car dealers. They want to upsell you or confuse you into spending more money. They want to make it seem like the deal you are getting is the only good deal and if you don’t act now, you’ll lose it. I’ve heard it all, and frankly, I’ve seen it all. This was 100% NOT the case with Brent when he was explaining the numbers to me. When Tre brought Brent in to go over everything, I was very frank about what I wanted, and I drove what I think is a hard, but reasonable bargain.

Brent was very up front with me about what the possibilities were and he clearly explained the numbers to me in a palatable way so that I could make a cogent decision. There was no hard selling or pushing an agenda. Further, we found a way to meet the requirements of what I wanted financially, and the car that I got in the process was a significant upgrade from what we had, which was already very nice.

We finally closed the deal and we got the car and we absolutely love it.

However, this next part is what differentiates this dealership from others. Because the Prologue is fully electric, without a fast charger, charging can take a very long time and it can be problematic if you need the car charged in a hurry. I am in the process of getting a fast charger (through Honda) installed in my home, but it is a process. There’s a lot to it and I won’t bog you down with those details in this review.

Because I do not yet have the fast charger, and it may be a minute before it happens, I have been texting Tre asking to use the fast charger they have at the dealership. I always ask first and never assume that it’s okay. After all, I know others need to charge their cars that work there, and it’s not a public charger. Not only has the answer been yes every single time I have asked, but EVERYONE at the dealership has been bending over backwards to accommodate me and make sure I get on there.

I would also like to give a special mention to the other manager Fareed. Since buying the car, he always take the time to answer any questions I have, and he does every thing he can to accommodate me when I need to charge the vehicle, including having other cars moved, if need be. Each time I have had an issue or a question, he, like Tre and Brent, has guided me in the right direction.

Honda Libertyville: ...

I am writing this review regarding my sales experience at Used car department. I went to check out a Honda CR-V Friday, November 8. Initially, the team was great and seemed very eager to help. I got a young salesman who was great and made me feel comfortable throughout the test drive and buying experience. After some negotiation on the price and several fixes (ie chipped windshield, dent on the hood, leather discoloration on the seats, and paint discoloration on the side mirror); we agreed on a price of 17,500 which included everything such as taxes, title, license + the agreed repairs. When I informed them that I would be paying cash, another associate informed me that I would have to pay 17,500 + taxes, title and registration in my county. I told him that the 17,500 was supposed to reflect all cost and they would have to adjust my out-the-door price. They proceeded to lie and try to trick me into paying the 17,500 as my out the door price. Luckily, I took pictures of the previous quote that was given to me which eventually got them to adjust the price accordingly. During the paper work, the salesman informed me that he will not write the repairs under the "what we owe you" section since it wasn't work that they were charging me. I expressed that I would be more comfortable if we wrote those into the paper work so that there wouldn't be any miscommunication when I came to pick up the car in case he wasn't there. They promised me that the car would be done as soon as Saturday but I told them I work so I would come back Monday instead. I figured that I would give them an extra day to work on the car because I didn't want to rush the repairs.

On Monday morning November 11, I texted the salesman to make sure everything was up to par. He informed me that my car was next in line to be serviced so it should be ready by the time I arrived at 4pm to pick up the car. When I arrived, the only repair done was the dent on the hood and one of the two seat discoloration. They tried to rush me to pay before I could express my concerns to the manager. The sales manager even went as far as saying that I was accusing him of lying about the repairs that we agreed upon. At this point, I was already so angry that I forgot to check for the chipped windshield repair. The sales manager then told me, if I could wait a couple of minutes and they would fix the repair right away. After 30-45 minutes, they once again tried to rush me into paying before I saw the repairs in which I informed them that I would pay once I saw the repairs. They brought the car back and I saw that the chipped windshield was not fixed and he intended to offer me free delivery after the windshield repair as a courtesy. Fortunately, I also brought the paper work along with me which clearly indicated the cracked windshield as a repair. I told them that free delivery was not enough, given that I left early from work and had to pull favors to get a second driver to drive over an hour one way to get the car. Quite frankly, how would I know that the repairs would done before the delivered it. I told the manager that I was not comfortable with the sale anymore. Shortly after, I emailed the General Manager about the situation. After reading other recent reviews, it seems like there has been new ownership and maybe management, therefore maybe why customer service has really gone down. I really hope that this is not the norm here and that customers are actually not swindled into deals and fake promises. I thought that maybe the GM would at least call and try to make things right or apologize but I have still not received a reply (over a week now).

I did end up going somewhere else and got a better deal with a better team. I will DEFINITELY NOT recommend coming here. Even if you have proof, they will still disregard what they promise and try to cheat...