Cannon Honda — Local services in Vicksburg

Update 05/24/2024, six months after purchase: While the process to take our money in November of 2023 was clearly easy, make sure you get documentation of your interactions with EVERY SINGLE PERSON here. The car we purchased had 4 very used (obviously, it IS a used car), mismatched tires, but the back driver tire has a visible cut in it; we were told the cut is cosmetic, all tires passed inspection, and we’re fine to drive when we expressed our concern about it. I explicitly asked about the visibly damaged tire because we had our son with us, asking Zak, “You’re telling me it is safe to drive this car with our kid IN THIS CAR?” Zak said they’d change 2 tires (specifying the “cosmetically damaged” tire) at our first service. There was also an older gentleman who COULD bear witness to this, but likely won’t. At our first service (February 2023), my husband mentioned replacing the two tires. He was told by Zoe S that our size wasn’t in stock but they got us on our next service. Seeing as how this statement made at our first service played into what was already agreed upon, my husband acknowledged and left. Present day, my husband took our car to its second service at Cannon Honda of Vicksburg. When he asked Heatherly at the service desk about the tires being replaced, he was told they have no idea what he’s talking about, and our tires in question were past the point of warranty. When my husband repeated what was said to him TWICE by TWO people on TWO separate occasions, Heatherly said she’d see about it, “but it won’t go through.” When my car was declined the replacements, my husband asked for our salesman, Zak. Zak wasn’t available, so my husband went looking for a familiar person and found Eric, the financial agent who got us out the door after X amount of money down, X amount paid monthly, X amount paid there... he brought the situation to Eric, and Eric very helpfully gave my husband the advice of making sure to get everything in writing when dealing with used cars and salesmen because Eric has no documentation of anything that my husband said to him today. My husband called me, brought me up to speed, and when I called the service desk, I stated who I was, told the lady on the phone what I was told about the situation, and asked for clarity. I’m assuming it was Heatherly because she was IMMEDIATELY aggressive. I told her I understand it’s the end of the day and she’s probably had a rough one, but I’m not coming to her aggressively and I expect the same from her because I’m simply asking what’s going on with MY CAR. She backed off a little and told me my husband rudely waved a piece of paper in her face at the desk to which I said, “Ok? Well, what’s going on with you and my husband may need to be taken up with a manager; I’m just trying to get my tires replaced.” She asked me if she needed to go to the manager about my husband putting a piece of paper in her face, and I said, “If it’s bothering you, maybe.” She stated that maybe I need to go to my husband about how he treats women. I told her, “My husband treats ME just fine, and he is a grown man and can and will act how he pleases. I’m aware that our salesman, Zak, isn’t available, but if Eric is, could you please transfer me to him?” She did, and Eric also very helpfully suggested that I get everything documented when dealing with used cars and I should not have left when we bought the car with damaged tires nor should I be surprised that tires need to be replaced after wear… I explained that we wouldn’t have left on “effed up tires” had we NOT BEEN TOLD THEY WOULD BE REPLACED. Eric basically washed his hands of the situation so as to not be found at fault in any way (fair, it wasn’t Eric who told us that Cannon would replace our tires, so it’s truly not his responsibility), and stated that he would leave a message for the manager to contact me whenever he was back in the office (“Sometime after Monday”). So, while this place is very friendly and prepared to get you in the car of your dreams, MAKE SURE TO HAVE EVERYTHING DOCUMENTED before you drive...

The vehicle was left at the service department from December 5, 2017 that evening for service on a 2005 Honda Pilot. The vehicle remained in the service department until December 8, 2017 that evening.

The service department never called to notify in any regards to the progress/status of the work order. I myself had to go by the dealership each evening to inquire for the status 12/6 thru 12/8/2017.

On 12/6/17 since I had not heard from the dealership, I drove to the service adviser department at the Cannon Honda Dealership. The service adviser stated that the senior master technician had looked at the 2005 Honda pilot heating system. The service adviser stated that the senior master technician thought it could be a resistor or something that I did not understand the terminology under the dashboard. The service adviser stated that the senior master technician said he was 65 years of age with not good vision and not agile to look under the dashboard. The senior master technician said a younger technician would have to look under the dashboard to troubleshoot the problem. I asked why I wasn’t notified and when could I expect some information.

On Friday, December 8, 2017 The service adviser stated that there are ONLY TWO Qualified Service Technicians to service or work on the vehicles that come to their service advisers/service department. The service advisor stated that the dealership was trying to hire an additional qualified technician from Jackson, MS but no one wants to come to Vicksburg, MS. The service advisor seemed deeply concerned regarding the issues with the service department. The service advisor called I assume the manager for the dealership and he came and talked about the situation. He never introduced himself by name or position status for the dealership, stated the priority status was based on when vehicle was delivered for service, the limited qualified service technicians which are only TWO, the size of the dealership being a small one, technicians being out for illness and so on. He began to get it seemed a-little ruffled and short with his explanations which seemed to be a repeat of his conversation. I left the dealership in total awe and total amazement of how this business is being run.

The was no charges, labor cost or part cost for the work order since no work was ever actually done because of the lack of qualified persons to perform work in the service department.

Please note the web page staff pictures are misleading.

Note!! the inconvenience of not having a vehicle was devastating and never receiving any communication with the service advisers or service department during the time period noted...

On Monday, 10/21, my husband and I were traveling through Vicksburg and suddenly encountered a steering problem with our new 2025 Honda CR-V. We searched and saw that we were 3-4 miles from Cannon Honda and gave them a call. (We didn’t know how lucky we were). Spoke to the service department…specifically, Zoe Santucci. We told her we were being towed over (by a flatbed because we were concerned about the steering and traveling with a bike rack/bikes attached to the back of the CR-V). She was professional and calmed our nerves when she told us, I’m sure we can take a look at it for you…I’ll be waiting for your arrival…and she was…greeted us by our name when we walked in. Zoe is a great listener. We told her what happened and how sudden it was without any indication of a problem. She advised us to remove the bike from the rack before the car could go on the lift. Within a relatively short period of time, the CR-V was being checked out. In the meantime, before we started our travels, another dealer told my husband about a recall for a steering issue. He remembered it while we were waiting and went to mention it to Zoe. She said, I was thinking the same thing. We received a notice about that recall. We’ll see what the technician says when he’s done inspecting your vehicle. Again, Zoe displayed a very calm and reassuring demeanor, which help us with our worry. Again, after a relatively short period of time, Zoe came over to us in the service waiting room. She said, the technician stated it was the steering issue. Our faces dropped. She told us she went through all the inventory again and she did find the necessary part. As a matter of fact, the technician is replacing them (the right and left) as we speak. We were elated! After the parts were replaced, the technician (I’m sorry I can’t recall his name, but I’m sure Zoe knows who it is, he was wonderful) test drove it a couple of time to ensure there wasn’t any noise and steering was smooth. It was close to 5:00 PM. We loaded up the bike on the rack. We didn’t continue our journey that evening. We found a lovely hotel, had dinner and continued home the next day.

Cannon Honda: I stated at the beginning of this review that we didn’t know how lucky we were to come to this dealer…but we certainly do know now. Please, Please acknowledge your outstanding employee, Zoe Santucci for her kindness and utmost professionalism. You are most fortunate to have her in such a vital area of your business. Sincerely, Anne...