Music City Honda — Local services in Mount Juliet

TLDR: JC much like another who shares his initials was the Savior of our deal.

Update: I’m changing my 1 star to a 5, but I will still leave the majority of the review to show how far JC and Fred turned this experience around. JC followed up with me the morning after our terrible experience. He was extremely apologetic and assured us that he was a reasonable person that could work a deal. JC worked numbers and came back to us several times with a counter offer, which is all we were asking for: offer, counter, counter, and so on. JC and Fred won our business and we ended up buying 2 cars on day 3! Also, Travis is the most straight forward closer you’ll ever meet!

Original review: I visited on a late Saturday morning to test drive a 2026 Civic Sport. I had done plenty of research, understood the features, had general knowledge of the flaws, and I only wanted to see if I was comfortable in the vehicle. Fred was exactly who I needed at this point. He even let me take the car solo on I-40 and I loved it. I was ready to talk numbers. Here we go. These guys did everything in their power to get, trade-in, down payment, and monthly payment information BEFORE talking price. Sadly this is commonplace in the industry. After declining to provide this information until I can get their best price SEVERAL times, Matt conveniently walked by and introduced himself. He assured me they can work on price if I'm willing to buy. I let him know that if I see a price I like, I will absolutely buy today. This is where they begrudgingly remove the $2,900 extra add-on. I start prodding for lowing below MSRP. I have to be honest and say I gave too much information early in the conversation. Matt started on the tactic of "I can't talk price until I know what we can get you approved for" and asked about my trade-in situation. I explained it's convoluted and it's possible to trade in if my wife agreed. These guys literally told me to go home and get my wife before giving me a set OTD price...

Day 2: After speaking to my wife, and going over more numbers I decided to forgo a new vehicle and pursue a used with lower miles. I saw Music City Honda has one and they're down the road, maybe they will negotiate more for a used Civic. NOPE. I brought my wife with me this day, with 1 of our 2 possible trade-ins, just in case. I drove a certified used Civic, and it's fantastic I wanted to buy it. During the explanation of the certification details Fred told me all the benefits are included at "no extra cost". I'm sold, lets talk numbers. I request an estimate on my trade-in while we talked price. This doesn't happen because Fred doesn't return with the sheet until 15 mins later. Fred hands me a new sheet and I see $1900 for the Honda Certification. Wow, thought it was at no extra cost. They can't come down on price cause, "it's the best price in the market", "there's no money in used cars", "people don't understand value vs cost". All to make you pay what they want. We got the estimate back. It's low ball, of course, another tactic. My wife noticed it's on the price sheet from the new car I looked at the day before. Fred assures us that we'll fix it but let's talk trade-in price. Matt stumbles by and hears us complaining about the low-ball and looks at the sheet. We disclose owe $3,500 more than the offer on the vehicle and if he'd come up $2,500 we'd start the credit app. He agreed and we started the process of getting detailed information. We reminded Fred that the sheet was wrong and he's noticeably concerned because Matt just negotiated on a new car that he thought still had the $2900 BS markup. After another extended period of time, Fred came back and informed us that they can no longer honor giving us $2,500 extra on the trade in because Matt thought it was on a new car. We're obviously upset because, to us, this shouldn't matter if he was just willing to pay that for the car. Matt comes over and tries to explain the same thing Fred just explained only with a more cocky attitude. We tell them if they won't come up we'll walk and we...

I would strongly recommend taking your vehicle to another service center. This place does a better job at gaslighting customers than servicing cars.

My Accord hybrid was having issues with significant surging/bucking at higher speeds. They called me back the same day I dropped it off telling me that they couldn’t find anything wrong with the vehicle. The service rep (Joshua Taylor) told me that the bucking was normal for the vehicle and tried to convince me that I somehow just hadn’t noticed it in the year+ that I’d owned the vehicle. He explained to me that the service techs saw no trouble codes and that there was nothing they could do for me without a trouble code. I don’t believe (based on the odometer) that anyone bothered to drive the vehicle.

After much back and forth I convinced them to keep the vehicle for a transmission fluid change (as it was due, according to the maintenance minder). A couple of days later I picked up the car and, to my great dismay, found that my windshield was cracked! Joshua told me that he felt certain that the mechanic didn’t crack my windshield and proceeded to try to convince me that there had been hail in the area that morning and that perhaps my windshield was cracked by the hail (even though there is no other hail damage on the body or glass). He assured me that his manager would review the tapes that they apparently have of the car entering and exiting the shop to ascertain whether or not they were at fault. He told me this could take a few days.

After no word for 2 WEEKS (and after I called and left a message asking for a return call), I drove to the service center and spoke with another service rep (Joshua was off) who assured me someone would call me back the next day. Joshua called me back the next morning to tell me that his manager had reviewed the tapes THAT MORNING (AFTER I SHOWED UP TO COMPLAIN!!). He then told me that they didn’t find any cracks on the tapes BUT that I was unable to verify that because of “privacy issues”.

I want to stress that, through all of this nightmare, Joshua was warm and professional towards me. He was utterly useless, but very professional. He then asked if I’d like to pay to have them replace my windshield out of my own pocket! This is the first new vehicle I’ve ever purchased and, as such, the 1st time I’ve ever been forced to deal with a dealership. I went in with an open mind, but Music City Honda is actively helping give dealerships the miserable reputation that they have.

I would like to amend my review to include an update: Kelly Friedman (Service Manager) reached out to me and invited me back to apologize for the disappointing service and have them take another look at my complaints. They were able to fix one of my issues and offered to help me in the repair of the windshield. She and one of the service techs named Tom were VERY helpful and I very much appreciated the effort they made to make things right. I do intend on returning to give them another shot next time my Honda is...

Extremely Dissatisfied with Honda Dealer's Incompetence in Fixing AC Issue

Review: I am writing this review to express my utmost disappointment and frustration with the Honda dealer's service department, specifically regarding their inability to resolve an ongoing air conditioning (AC) problem in my vehicle. Despite numerous visits and substantial amounts of money spent, they have failed miserably in diagnosing and rectifying the issue.

For the past two years, I have been plagued with a persistently malfunctioning AC system. Each summer, when the scorching heat arrives, I am left sweating profusely in my car due to the inadequate cooling. Seeking a solution, I turned to the Honda dealer, expecting their expertise to resolve the problem once and for all. Unfortunately, my trust in their abilities has been shattered.

Instead of properly identifying and addressing the root cause of the AC issue, the dealer has taken a trial-and-error approach, needlessly replacing various parts without success. It is evident that they lack the necessary skills or willingness to thoroughly investigate and fix the problem. Each visit has resulted in hefty charges for the replaced parts, leaving me out of pocket and with no resolution.

One particular issue that stands out is their failure to detect a refrigerant (Freon) leak, which is crucial for the proper functioning of the AC system. Rather than performing a comprehensive inspection and leak detection, they seemed content with temporary fixes that barely lasted a few months. It is incredibly frustrating to have the AC fail repeatedly shortly after their supposed repairs.

Moreover, it appears that their negligence is compounded by the fact that they conveniently overlooked the fact that Tennessee experiences relatively mild winters, making it difficult to notice the AC problem until the next scorching summer arrives. This lack of attention to detail and disregard for the customer's comfort and satisfaction is simply unacceptable.

As the summer heat looms once again, I find myself in the same predicament. My AC is not functioning, and I am left questioning the competence and integrity of the Honda dealer. Their inability to resolve a seemingly straightforward issue has resulted in wasted time, money, and immense frustration on my part. I went to the dealer and shown the receipts (photos attached) of the last to years work, his response was, ohh.. you were lucky to get away with $1500 bill, i have seen AC repairs costing 3-4 K. Needless i say, i decided to repair it somewhere else.

I strongly caution anyone considering servicing their vehicle's AC system at this particular Honda dealer. Their repeated failures to fix the problem, their exorbitant charges, and their lack of attention to detail have left me deeply dissatisfied as a customer. I hope this review serves as a warning to others and prompts the dealer to take immediate action to rectify their shortcomings and provide the quality service their...