Paul Miller Honda of West Caldwell - Service Reviews Summary

Customer Service

Pros:

• "Morgan was very helpful and processed all the paperwork through my tire protection."
• "Daniel was beyond helpful, patient and kind."
• "The service representative I spoke with when I arrived was very professional."
• "Bryan helped me, told me exactly what had to be done, I asked for a loaner got one."
• "Thanks to Morgan at the front desk who helped me to get my car serviced and even provided a courtesy car."
• "Service was prompt, explained in detail, and the employees are always welcoming and kind."
• "The young woman at the desk was very professional and knowledgeable as she took down my information."

Cons:

• "Satisfied, but when I arrived at the service area I waited about 3-5 minutes before anyone acknowledged my existence."
• "You wait in line and no one acknowledges you while they are chit chatting amongst themselves."
• "Unfortunately this was a poor experience as the person taking care of me was not nice."
• "The only issue here is the parking can be an absolute nightmare."
• "Absolutely horrible experience dealing with them. I would not recommend this place, it has gotten worse and worse over the years."
• "The staff would not let me talk to the general manager, the service manager had an attitude."
• "Now she sits there and yells your name like you are nobody."

Service Efficiency

Pros:

• "I had slow tire leak and needed service. My service rep Bryan took my car in the same day and had tire repaired quickly."
• "They were able to accommodate the very tight schedule i had."
• "Routine maintenance was performed within an hour time."
• "Went in for a seat belt safety recall service and it was done within an hour."
• "Bryan went above and beyond to make this an exceptional experience."
• "They were able to fix my car with a same day appointment and my car was ready on time."
• "I was quoted 2 hours, but it only took 1.5 hours."

Cons:

• "That would have been great, but now since it was so late in the day, I wouldn't get to Honda and back in time to pick up my child from after care."
• "Only complaint is that the appointment should have been 1 hour, and it took two hours, even though I had an appointment and was told it would take one hour."
• "I submitted my car for oil change only. I was waiting for 1 hour though it took 15 min for the actual work to be done."
• "Not only did my service take all day(literally)."
• "I also waited much longer than usual."
• "Friday at 4:00pm no word."
• "Communication was terrible. My car was undergoing diagnostic for 3 weeks and during that time I had tried to call several times for an update and my advisor wasn’t available every time."

Cost and Pricing

Pros:

• "I asked if there were any coupons, Byran found one I saved $ 60.00."
• "I had a coupon for $20 off and didn’t know I had to print it out and he found a way to apply it and saved me that money."
• "Had an issue with my AC no longer working on my Civic and had been warned by a mechanic and read online that while it should be covered by a special extended warranty from Honda, many dealers are scamming people by charging diagnostic fees or even charging for repairs that are supposed to be covered by Honda. Well this Honda dealer was honest, friendly and fast, making the needed repair immediately at no charge."

Cons:

• "Every single time I go there, my final bill is 20-25% higher than the estimate."
• "Would give zero stars if I could... They claimed the issue was from the compressor ($1,500 in repairs)."
• "But an oil change, new transmission fluid, and a tire rotation cost an outrageous $315!"
• "$950 for labor on replacing the A/C seems excessive."
• "For the oil and fluid change plus the filters, they wanted $671 plus tax."
• "I simply cannot go along with this level of price gouging so although I have nothing but praise for the staff or the service itself, whoever sets the pricing at Paul Miller, pretty much lost a customer of over 12 years."
• "Charged twice the amount my regular garage charged for labor."

Online and Appointment Services

Pros:

• "I was able to book an appointment online (late Sunday night) with ease."
• "I was impressed as how easy it was to schedule a service appointment with Paul Miller Honda; their online appointment app was easy to navigate & use."
• "Dominick is always there for you to make the booking process easy."

Cons:

• "I had appointment for regular service, but when I reached they refused to take my vehicle."
• "I then contacted the tire adjuster, found out that several pictures they were waiting on hadn't gone through."
• "I believe that I should have been made aware of this when I called in the morning or else I would have made other arrangements."
• "At check-in, I was informed that my tire contract takes extra long and the car could take about two hours to be ready."

Facilities and Amenities

Pros:

• "Waiting area is comfortable along with convenient amenities such as coffee, internet service, charging ports, and plenty of seats."
• "Moreover, waiting area was clean and had all the required amenities."
• "Nice waiting area with free-wifi."
• "Pleasant and spacious waiting area with refreshments."

Cons:

• "The only issue here is the parking can be an absolute nightmare."
• "It is clean inside and I got a coffee and used my laptop to do some work at a table."