I use to love Honda and believed their customer se...

I use to love Honda and believed their customer service was exceptional. My family has trusted the company enough to buy 4 vehicles from them over the last 20 years. Unfortunately, this opinion has quickly changed due to a series of incidents at their Frisco location.

I purchased a used vehicle from them in 2017, and was assured all of "the internals" were brand new with one or two exceptions. A week after I got the car, the dealership reached out and informed me I could get the current model of my car, 100% brand new, for LESS than I paid for my used 2014 model that same week. Upon asking how the swap would work, they then told me "Oh, nevermind, it's too late because you took the car." This was a mild annoyance, not really a big deal, I just don't understand why it came up then.

The real issues took place when my allegedly "new" parts started acting up, after one year of VERY light use. By acting up, I mean it would stop working in the middle of driving, and refuse to accelerate. This almost got me killed by a big rig on my way to the dealership (Thankfully the car decided to move again just in time for me to speed out of the way). The service department told me the issue was a small part in my transmission and would be fixed in a day or two, so I got a rental from them until then. After three days of no contact, I called and they told me they hadn't started repairs because they had to order the part. It would've been nice to know earlier, but wasn't a big deal, other than meaning I had to pay for a rental until it arrived about 3 weeks later. That day, I recieved a call telling me that instead of the part, they had decided to replace the entire transmission "free of charge," and it would be a bit longer. No explanation was ever given for why this happened, it was in fact ignored when I asked what warranted a complete replacement, but hey, free transmission.

Upon completion, just under 1 full month after I dropped the car off, my service advisor called and said I HAD TO get my car the following day, even though I was previously told I had 3 days after the work was finished to pick it up. When I questioned him, he became nervous and evasive, still demanding I get it then. I showed up on his requested day, to find out it was his day off, so he wasn't there. After returning the rental and paying for my repairs, I got into my car and started to leave. Right before I turned out of the parking lot, I noticed an almost foot long crack in the passenger side of my windshield. I didn't even make it far enough away from the service department to be out of sight, but when I pointed out the crack, the staff initially tried to blame ME for it. It took several more days to get my new windshield installed, during which time I sat down with both my Advisor and the Service Department Manager to discuss what all had happened in the last month. Mysteriously, neither one could explain what happened with ANY part of my "maintenance," what had actually been wrong to begin with, or how my windshield broke. Despite every delay and the damage having been due to their own behavior, the dealership refused to refund me for the extra rental time incurred while they were "fixing" my car again...

That's the worst problem I've had at the dealership, but far from the only one. In the time since purchasing my car, I have been lied to on multiple occasions, including during the purchase. I've rejected services after verifying they weren't necessary, only to have them be sold to me as something else, and then discovered the deception once it was too late. If I raise a complaint, the service advisors deny it happened and refuse to remove the charges. I know it all sounds crazy, I hardly believe it myself, which is why I kept giving them second chances. After 20+ years of being a loyal customer, I will never buy another Honda, especially not from this location.