Gillman Honda Fort Bend — Local services in Rosenberg

I usually get my service done at Gilman Honda North but I just moved to Sugarland so I came to Fort Bend location for the first time. 1/10 service and here are why: I booked the service schedule before I came but still got 20 cars ahead of me because the call center did not have real time updates of the actual pending service in store. What’s the point of appointment? I then scheduled directly with a service manager but he said my spot will not be guaranteed, still. If there were a massive walk in my appointment will be pushed after those walk-ins. Again, the definition of appointment is not applicable at this location.

Service advisor had terrible attitude and was not willing to help. I scheduled service for my tire rotation. He said he cannot find the key for my wheel locks (I asked him to look for gloves department, spare tires and the trunk). He still couldn’t find the key. Then the change of plan is to take off all locks and replace with new locks so I can have the key. He said it would cost be $200 at first, then escalated to $500+ since all locks are in different keys (25 locks total). I asked why North can perform tire rotation all the time and why Fort Bend cannot? He told me to go to North location if they said they can… I took my car to North location the next day. As a result, North location found the key in the trunk… After all day’s hassle with several calls back and forth between locations (you know it will not be a direct line and you have to wait through call center), he wasted my full one day. I texted him that the key was in the trunk and he missed it. He blamed it on me for having a trunk full of stuffs… Again, North location can find it, but Fort Bend cannot find it because it was my fault (not his fault). Yet no apology given. His name is Tony and I will not recommend his services to anyone, and I wont come back to Fort Bend location. I rather drive a little further to North location.

North location provides a full videos inspection and with descriptions from the tech and service advisor. Text updates are sent after each service is done. They have very nice and clean waiting area with fancy coffee machine and high speed wifi. You can work comfortably while waiting. North location will get you in and out if you make appointments and will prioritize appointments/not walk-ins. You won’t have to leave your car all day.

I also got my car inspected at Fort Bend location and they did not find a little mechanical recall with my wheel turn. North location found and fixed the issue for free the next day. North location always perform a full and thorough inspection above and beyond what you requested.

North location will have someone opens the car door, greets and guides you to your service advisor. Fort Bend location, you will stand at the service advisor lobby for 10 minutes and they won’t even greet you (even though they are free, on their phone, or chatting to one another).

I hope this can be seen by Gilman team so everyone can be provided with better customer service across all site. One bad service advisor will drive away...

As someone who reads reviews and carefully considers before choosing to work with a company, I have to say I'm highly disappointed in our personal experience with Gillman Honda Ford Bend.

We purchased a certified pre-owned 2019 Honda Odyssey from Gillman Honda Fort Bend in September 2024. Online the price tag was competitive. At the dealership during the financial process, my husband was walked through paperwork that he had to sign saying the car didn't have a warranty. He was then told by the sales person that if he drove off the lot today without paying the certified warranty fees, that the car would be sold as is with zero protection. He was told these fees were mandatory fees for a certified vehicle. He was charged three separate fees a master tech warranty, a hazard warranty, and a windshield warranty. The financial representative provided documentation electronically, making it more challenging to understand that these fees were extra. Many months later, we needed our warranty and talked to a family member in the auto business casually mentioning that we were frustrated our warranty didn't cover anything because it was mandatory to pay all these fees for our certified vehicle. She caught the red flag and said certified vehicles are already warrantied and didn't require extra fees. I did some digging and learned that in fact our certified vehicle did have transmission coverage and all the protection already and the warranties they sold us above and beyond that were deceptive. I've called the company and emailed multiple managers and no one is taking accountability for the way we were deceived and for all the extra charges for the "mandatory" certified warranties. To increase the deception, we were provided with the warranty information for the certified portion of our vehicle, but were never provided any paperwork or information for the 3 warranties we were deceived into purchasing above and beyond that certified coverage thus making it even harder for us to see that these extra fees were in fact a dishonest misrepresentation.

We have submitted a formal complaint to the dealership and intend to report their business to the federal trade commissions act to protect future customers from a similar deceptive practice.

I do not recommend you placing your trust in...

Updated: Johnny the service manager and his team responded to my concern in a timely and responsible manner. No questions raised, no pushbacks made, simply actions to get it right for a customer. I happily took my car back today with the repair satisfactorily completed. They earned back my trust. Original Review: If anyone has big repairs, I'd caution you before you take your cars to this dealer. I took my Pilot here about 6 months ago because it did not blow out cool air. Ended up paying $3K+ on repair bill with 1-yr warranty. Within 6 months, not only does the car not blow out cool air, but it does not blow out ANY air. I took my car back to this dealer and asked for warranty. You guessed it right - they said it's not covered by the warranty and I have to pay for everything again. Fine to suck it up, but I did point the service advisors to the problem of no air blowing out from vents of BOTH Front and Back side. I told them they'd better fix it once and for all this time. After having my car for 3 days, they called the work done on the Christmas eve day, again with 1-year warranty. However, right after I paid bill and drove out the car, I found the car still does not blow any air out of the back vent. I called the advisor, who bluntly denied any responsibility by claiming that the tech didn't check the back side because I didn't tell him to. God forbid, I should have recorded my initial conversation with him if I knew this is what I am dealing with. But ironically, they did checked out everywhere else of my car though, which I never requested, and even found some water damage at the floor bottom under seat carpet, along with a bunch of other 'recommended repairs'! How lame and unprofessional of such an excuse. I am still awaiting their service manager to call me back after the speechless service advisor hung up on me, but it doesn't matter much to me any more. I am done with this dealer. At my cost, I only hope this review may be of some help to people before they shell out big money to repair...