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Duncan Hokie Honda

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Reviews Duncan Hokie Honda

Duncan Hokie Honda Reviews (7)

I have worked with this dealership several times for several reasons and have always had a problem with their service. They do not call me back and have never finished work in a timely manner. This most recent visit I stated several times that I needed to leave at a certain time, even checking in 30 min before it was time to go and they assured me it would be done. 5 minutes beforehand they tell me there is a separate recall they are working on and it will be another 20+ minutes. They also overcharge for unnecessary things. My car was with them for Tacoma air bag recall and for a annual state inspection. They tried to charge me $150 to sand off my rotors (on top of the brake replacement). Sanding the rotors was not necessary, and only needed to be done because it sat in their lot for 2 months. The next day a different person called me with completely different information on which brakes needed to be replaced and how much it would be. You can't trust them and have to bother them to get any assistance. Not what a customer should have to deal with.

We bought a recent-model Honda Accord from this dealer in early 2014, and were ‘sold’ on the fact that it was a Honda Certified auto with less than 30k miles. The sales mgr, [redacted], impressed upon us the fact that it had a “150-point inspection,” and that he even had to replace the existing tires with new ones ([redacted]) in order to advertise it as such.

Pre-sale was ‘bragged-up’ even further with the manner in which the dealership treated customers and performed vehicle services. These included 30 minute Express Service, free car washes each visit, a free State Inspection, and several others. (This ‘bragging’ was sort of diminished with what we read, online, about the quality of the Duncan Service Dpt, but we had already bought the car!)

Me or my spouse took it back for all recommended services after purchase, with all being done as suggested for time or mileage.

My first experience was in June 2014. The print-out showed everything in the ‘green’ range, including tire-wear. (By the way, one perk of service, here, was supposed to be free car washes. I didn’t receive one, but did not question this at the time, as I was in a hurry and had already been waiting for about an hour.)

My experience at Duncan Hokie Honda’s Service Department, today, 1/27/15, is outlined, below:

Arrived at 2:20 for a 2:30 app’t and was checked-in by [redacted]. She pulled service information up on the computer and offered the remark I was getting close to the 10k tire-rotation point, and did I want to add that service to the scheduled oil-change and Inspection for which I had a reservation? I responded that I wanted to do so only if it was determined that it was required.

She made the notation, and the car was taken back for service. While I was in the waiting room, sometime later, she passed by and said, “They don’t think you need rotation at this time.”

At about 3:20PM, she came with the paperwork and indicated, “You are done.” The checks were again all in the green, except for tire-wear. This was in yellow, with a handwritten comment, “Tires cupped.” When [redacted] explained, she noted that this was “likely due to an alignment issue.” When I remarked that I had bought the car less than a year earlier and had brought it back for every service since, she remarked that I would have to “take this up with Sales.” When I asked why, again, the car had not been washed after the service was performed, she said something about “not doing washes when the temperatures are in the 30’s so there would be no problems with automatic door locks.” (The complaint of autos not being washed are evident in numerous other online reviews.)

I remarked about my earlier experience, with my car not being washed after servicing, and she said, “Well, I’ll have to check with a manager” to see if they could open the car wash.

([redacted] did, clearly, try to satisfy me as a customer, and I COMMEND her on her interactions with me.)

My car was washed and returned to me, and I proceeded to the Sales Dep’t, where I again met [redacted]. His attitude was that the tire-wear was not something he, the dealership, or Honda was responsible for. One remark he made was, “Even a new car can have alignment issues if someone hits something in the road.”

Upon my further pursuit of the issue, he left to speak with the Service Dep’t. About 10 minutes later, he returned with [redacted], the Service Dept’ Mgr, and we went out to look at the condition of the tires.

[redacted] pointed out that all 4 tires were ‘cupped’ on the inside. When I questioned the fact that such a thing should not be due to toe-in issues, or noted on a reliably-aligned auto, or as the result of ‘hitting something’ I got the following response:

“Yeah, it could be a toe issue”;

When I questioned how such ‘cupping’ could have occurred without a driver noticing any pulling, driving noise, or any other indicator of such, it was again remarked that it could have been due to “driving on bad roads” or “hitting a pothole” and even “Do you drive on any dirt roads?”

[redacted] and [redacted] both remarked that they had their tires rotated at every oil-change, or 5k miles. (This after [redacted] had checked and remarked about our nearing “10k miles” earlier);

In the end, [redacted], the Svc Mgr, remarked, “A rotation will take care of that!” When I asked if he thought that was all that was needed, he reiterated his position. (Seriously?! A rotation moves inside wear to outside wear?? Please!!)

I left knowing that I would not gain any assistance with the issue.

If they believe that an individual like me (please excuse my outlining that I am male, a ‘country boy,’ a former Industrial Maintenance Mechanic, and someone who has owned and resold NUMEROUS automobiles over the past 30 years) would quietly accept such bunk, HOW DO YOU THINK THEY WILL DEAL WITH YOU??

Anyone blindly doing business at Duncan Hokie Honda, IMHO, may be dealt falsely with as a customer. It seems they are rotten from the top down. Managers do not ‘earn their stripes’ in such situations unless they have been encouraged from those who make a living from such interactions.

BTW, the 150-point inspection for an auto to be “Honda Certified” includes:

Steering effort, (drifting right or left)

Steering wheel free play/steering wheel centered

Tire or steering wheel vibration

Tires –check for uneven wear or sidewall cracking.

Our auto never exhibited any of the above issues, until today, when the uneven tire wear was found...... The problem was not diagnosed, nor was any apparent care given to my concerns.

Thus, this review.

Review: I bought a 2014 Honda Accord on 2013, and I paid cashier's check. But Duncan Honda placed a lien on my car title. So that I have no car title already two years. They said that they placed a lien on the title in error. This month, I have already went to Duncan Honda so many times, but they still did not solve the problem. I hope to get my car title as soon as possible.Desired Settlement: I would like a refund.

Business

Response:

After researching this complaint, we have resolved the situation and the lien has been released by DMV. I spoke to Mr. [redacted] this morning by phone and informed him that we would reimburse him the $10.00 fee that DMV will charge him for the title if he brings back his receipt to the dealership. We apologize for any inconvenience in this matter.[redacted]General Manager

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Hi! I was already deal with a buyer who want to bought my car, but because the title dragged on too long, today the buyer cancel the transaction with me. Because this thing, I caused some losses. And I do not want to sell my car to Duncan Honda, because everyone knows, dealer always at a very low price to buy vehicle. [redacted] called me this morning and let me went to their store to solve the problem, but when I went to there, he could not see me, I waited more than half hour. Finally, of course I did not see him. Those things happened just after I accept the business's response to resolve this complaint. So that I do not want accept it right now. Thanks.Have a nice afternoon.[redacted]

Beware of Duncan Honda Internet bait and switch ad scam: they are advertising a 2016 Pilot EX-L at just over $35,000. But when contacted, salesperson says that particular car is "pre-sold", and that they can order one for you for several thousand dollars more, or sell you other stock which is also thousands more.
The government should clean up this dirty business because so many consumers are hoodwinked for so much financed money!

While preparing for a military move, I came across an uncashed check from Duncan's Hokie Honda for a DMV rebate for a car I purchased in 2005 in the amount of 481.22. Though over eight years had passed, they issued a replacement check within 24 hours after I contacted them. Not only was the car buying experience so long ago outstanding, so was the service helping me correct an error that was totally my fault!

Review: My 2011 Honda Pilot was taken to Duncan Hokie Honda for tire pressure lights that were on for all four tires as well as a screw in the tire. The service technician assessed the pressure lights and the screw in the tire. The back driver's side tire had a screw in the highest part of the tread on a new Michelin tire. When the car was turned over to Duncan Hokie Honda the tire was not slack and the screw was flush with the tread. We were advised that a new tire was needed in the place of the tire that had a screw. I proceeded with the purchase and installation of a new tire for the vehicle. My significant other requested the old tire with the screw be returned to us. The old tire was put in a garbage bag and placed in the back of my pilot. My family and I proceeded home to Florida. When we returned home we took the old tire out of the garbage bag and assessed the tire. Upon assessment it was evident that the screw had been pushed down further into the tread allowing the tip of the screw to fully penetrate the tire. The tire was NOT brought to the dealership in this condition. My significant other brought the tire to a local Tire Kingdom and asked if the tire could be patched. Tire Kingdom's response was that yes, it could be but it was not in a favorable spot for a patch and could possibly leak. I believe that Duncan Hokie Honda forced the screw further into my tire damaging it causing me to need to purchase a new tire.Desired Settlement: I would like a refund of the purchase price of the new tire.

Business

Response:

Duncan's Hokie Honda prides itself on our reputation and commitment to our customers. We take all complaints seriously and want to work to resole them in a mutually acceptable fashion. The details on this complaint are as follows: Once the customer arrived at the dealership, she informed us that the low tire lamp was on and there was a nail in one of the tires. After inspecting all four tires it was found that the left rear tire did in fact have a screw in it. The tech removed the screw and found the tire to be leaking from that spot and the puncture was to close to the sidewall to repair. We asked the customer if they would like the tire replaced and they agreed to replace it at a cost of $242.98. We located a matching tire at a local tire store and sent a driver out to pick it up. We installed the new tire and were asked by the customer if we they could save the old tire and screw, so we put the screw back in the tire and bagged both up and released the vehicle back to the customer. The customer's claim that our dealership "pushed the screw down further into the tire" has no foundation. The customer presented the vehicle to our dealership with a Tire Pressure Monitor Warning Lamp lit..meaning that the tire had already lost air from the puncture. We assessed the damage to the tire and for safety reasons did not consider "patching" the tire due to the proximity of the damage in relation to the sidewall of the tire. All work was approved by the customer before being done. We provided services approved by the customer and feel that no compensation or refund is due. Sincerely, Gary Duncan

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.In response to Gary Duncan, my claims absolutely have foundation. I know how the tire I presented to Duncan Honda looked like. I know where the screw was and that it was flush with the tire tread when the keys to my vehicle where handed over the dealership. I also know the condition that the tire was returned to me in and that condition is NOT the same. Mr. Duncan has not addressed how his dealership managed to push the screw into the tire completely damaging it. Removing a tire from the rim would not cause a screw to penetrate further into the rubber. Mr. Duncan must think his dealership can defy the Laws of Physics. Moreover, my family and I trusted the recommendation of the dealership when it was presented to us. I have been a Honda Customer since 2005 and have never had a problem with Honda. Given the circumstances of the situation; being out of town, a screaming two year old, and the excessive time it had already taken the dealership to assess the situation we reluctantly purchased a new tire. I questioned the service advisor before agreeing to the recommendations and reluctantly agreed. What other options did I have at this junction? Drive down the road with three tires? Furthermore, Duncan Honda could not give reasonable explanation for why all four tire monitor lamps were lit at 0400 that morning. The tires were assessed and air was put into all four tires before leaving for Duncan Honda. When the vehicle was presented to the dealership the tire lamps were NOT lit. Let me add that it was roughly a 50 mile drive from our vacation spot to this Honda dealership. If the tire was continuously loosing air, would it not stand to say the tire monitor lamp would have been lit again or that the tire would have been totally flat given the explanation from Gary Duncan. Lastly, Gary Duncan has not addressed my complaint. Mr. Duncan has merely made myself and the Revdex.com aware of the fact that he backs the services provided by Duncan Honda. Given the evidence, I am left to conclude that Duncan Honda is ran with less than subpar standards. Regards,[redacted]

Service on a Honda Civic. In-dash service monitor said A-1 Service Required: Oil change and tire rotation.

On multiple occasions, I have asked for only what the Honda service manual requires. Duncan Honda sees fit to perform multiple other services (without my consent) and then charge me for it so as to inflate their bill. What I really dislike is being charged for something I did not ask for. They don't seem to want to understand the message.

Changed oil filter too (required on B service, but not A. Was told that it is done automatically (I got charged for parts and time). Was charged for Labor $32.50. No charge for the tire rotation (a $20 value - because it was picked up already in the Labor charge). Total charged $21.46 for oil, filter, drain washer (huh?) and environmental disposal fee. Oh, of course, I got a "complementary multi point inspection, and complementary lube, oil, filter (lof) and tire rotation.

I expected to pay about $45.00 for the service I requested. I was charged $55 - a 24% overpricing. In addition, after waiting for my car (1-1/2 hours - I'm not complaining about that, they took care of it in the order it came in), the car was driven up to the bay and sat there. After 10 minutes watching and waiting the visitor's lounge, I got up to see if it was my car. I walked out and yes it was! The service rep, [redacted] did not begin to process my paperwork until I walked up to the desk. When we went to the cashier, I questioned some of the billing - to not avail.

I walked back to the car, got in, saw the maintenance schedule book that I had opened and circled the appropriate maintenance items, still open and not filled out. This is after I had specifically requested of [redacted] to insure that the service record was filled out. I returned to the desk and requested that the paperwork be completed properly. When the service tech filled out the booklet, he checked only that the oil had been changed (under the 'A' category) instead of under the 'B' category - because that is what I received and paid for.

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Description: AUTO DEALERS-NEW CARS, AUTO DEALERS-USED CARS, AUTO REPAIR & SERVICE

Address: 2040 Roanoke Street, Christiansburg, Virginia, United States, 24073

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