Duncan’s Hokie Honda in Christiansburg, VA treats the needs of each individual customer with paramount concern. We know that you have high expectations, and as a car dealer we enjoy the challenge of meeting and exceeding those standards each and every time. Allow us to demonstrate our commitment to excellence! We service the New River Valley, Christiansburg, Blacksburg, Roanoke, and Salem region.
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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, Chris, 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 (Michelin) 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 Brandy. 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 Brandy 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.
(Brandy 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 Chris. 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 Mike, the Service Dept’ Mgr, and we went out to look at the condition of the tires.
Mike 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?”
Chris and Mike both remarked that they had their tires rotated at every oil-change, or 5k miles. (This after Brandy had checked and remarked about our nearing “10k miles” earlier);
In the end, Mike, 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.