Recent Reviews from AutoNation Honda West Knoxville

Excellent parts and service department based on owning a previous Honda C/RV. I bought a new one, Tourist level, on Monday and took delivery of it on the same day. I liked the sales and trade-in personnel: Jason Henderson and Sean Bradke. They are well spoken and truthful. The beautiful sales facility was well stocked with the model we wanted and we got a pleasing color, "Molten Lava." As far as I can tell, the car is flawless as to design and manufacture. It's loaded with new features especially for safety. In fact the new features require some study to learn how to use. There's a lot of new acronyms and vocabulary.The printed user manual isn't too good but it's available online with video demonstrations. Auto-Nation realizes the complexity of getting used to the new vehicle and makes Jason available to handle follow-up questions over the phone or at the dealership. I thought that their trade-in offer was reasonable. On the negative side it took about an hour to sign a ream of documents with virtually no time to actually read them before signing. The total price included a mysterious $500 "fee" which was said to cover overhead costs. I was annoyed by the aggressiveness of the closer, Matthew, who did sell me a warranty for fixing dents. He also tried to sell me an incredibly expensive 2 year extension of the warranty on the electronics which covers the many sensors. He claimed that since the sensors are fairly new and not necessarily made by Honda it is not known how durable they are but it is known that AutoNation charges a lot to replace a defective one outside the ordinary 3 year warrant on the electronics. He also tried to sell me an extensive service package (oil change etc.) although he knew that our usage of the vehicle will only be about 6000 mile/year. Overall, I anticipate enjoying our new Honda: it's beautiful, very comfortable and convenient and has a reputation for durability. E.g., I can store my wife's and my own preferences for seat and outside rear-view mirror adjustment and switch from one to the other at the touch of a button.

Philip ZARETZKI Feb 4, 2018

I should begin by saying that AutoNation is the dealer from which I purchased (new) my wife's Accord and, to this point, the only shop that has performed service on it. Also, prior to this date the service at this shop has been satisfactory. I recently made an appointment to have the oil changed in my wife's 2013 Accord, and arrived at the appointed time. One and a quarter hours later, a service writer (different than the man who originally wrote up the order) came and asked if I wanted an alignment and wiper inserts. I told him no, that I just wanted the oil and filter changed. He said great it'll just be about another ten minutes. Fifteen minutes later, yet another young man came to tell me my car was ready. After I commented about the hour and a half wait for an oil change with an appointment, he said the oil change was on the house for the inconvenience. Great - I thanked him and asked where my car was. He said isn't one of those accords in the exit lane yours? No. Let me try to find it, he says. Ten minutes later he drives it around, gives me the key and off I go. When I get home from an oil change, the first thing I always do is check the oil. To my surprise, instead of the honey color of new synthetic oil, the oil is the color of burned molasses. I got a flashlight to look underneath, and saw that the oil filter was old and dirty. So not only had my car sat somewhere in the rear of the dealership for over an hour and a half - the work had not even been done before returning it to me. I immediately drove back to the dealership. When I showed the young man the results of the "oil change", he was very apologetic and asked me to give him ten minutes to make it right. Amazingly the oil change was completed in less than ten minutes, and the car brought back to me, again with a very apologetic tone, but with excuses that were really not of my interest. So, all in all, I had over two and a half hours and two trips to the dealer tied up in getting the oil and filter changed in my car. I suppose I was more bothered by the fact that the work wasn't done as promised the first time, than the excessive amount time involved. I also have to wonder what the result might have been for someone who doesn't check after work is done on their vehicle. In fairness, I don't think that there was any deliberate attempt at deception, or underhanded business practices involved at all. But it is difficult to understand how something like this can be allowed to happen, and one has to wonder how often it happens. Also, in fairness, I must disclose that the young man offered me a credit toward any future service at this dealer. Let me say I don't harbor any ill-will toward any of the employees or the dealership itself. This is the third Accord my wife has owned. And, as I mentioned, AutoNation is the only shop that has performed service on this particular car, and prior to this experience it has been satisfactory. But given the events of this visit, at this time I honestly have to wonder whether I'll return.

Rob W Nov 10, 2017

I usually take my car to another dealer for service. Have never had any issues before and had always had a pleasant experience with them. My wife and I planned to run errands the day we dropped my car off here since it was on the way to where we were going. I was met by an unfriendly service manager that I seemed to be annoying. They looked up my car and said the VIN didn't exist (did this to my wife on her car once too). My guess is they don't want to record service and instead they are hoping you forget and then ask you again next time. Anyways, I just dropped my car off for an oil change and tire rotation. Simple. I got a call from another service manager about an hour later that the car was done. Great. I get another call about 5 minutes later from the same unfriendly service manager stating that the lug studs were messed up and they needed to replace my whole wheel bearing and hub assembly to replace the 1 broken stud. He said that the aftermarket wheels and lugs were to blame on my car. Let's pause here for a minute. I have had the same wheels and lugs on my car for over 60k miles and never had an issue after they have been taken off and put back on dozens of times. He said that the tech tried to put the lug back on and then "cleaned up" the inside of the lug nut. Turns out that didn't work and they messed up the stud. They refused to pay for the mistake. They wanted to replace the whole rear assembly for $400+ since they claimed that you could not just replace the stud. I called our usual dealer and explained the situation - including the fact that they were aftermarket wheels and lugs. They said that their price to replace would be around half of what this dealer quoted and that if they had made the mistake, they would have fixed it. I called back and explained that I would be picking the car up with 3/4 lugs attached on the affected wheel and taking it somewhere else. I went to an independent dealer about .5 mile away per recommendation from my friends who are service managers at other dealers. Turns out that the broken stud was on the FRONT of the car and the stud would have been easily replaced for about $50. I know this because I have done it myself. The tech also managed to strip another stud on the same wheel and they failed to notice the nail that I had picked up on the same tire. So in short, they tried to make me pay for a service that I didn't need that was going to be far more expensive than what needed to be replaced. They were hoping I would just say "ok", they would replace the cheaper part, charge me for the more expensive one, and I would be none the wiser when I came to pick it up. On the sales side, my wife bought this same car from them. Somehow they couldn't find the VIN to the same car that they had sold us, lol. When my wife was about to sign the dotted line, they told her that the car had been in a wreck, but somehow managed not to let us know that before.... We will never be back and I suggest you go to pretty much any other dealer in Knoxville.

David Bridges Jun 17, 2016

bridges3 Jun 17, 2016

This is not the best experience I have ever had buying a car, in fact, it rates pretty close to the bottom. This dealership did some really good things, and then...some really underhanded, shady things. I simply do not have the space on this review site to express all the details, but needless to say I will not be back. I was told by the finance manager Norman, that an extended warranty and GAP insurance was required as a condition of approval for the loan, and then found out after almost a week that it was not required and Norman had lied to me. I ended up getting the whole deal re-contracted, but I will never do business with these guys again. RUN AWAY!! I would really like to have a sit-down conversation with the General Manager and other senior leaders of this business about my whole experience and the illegal sales tactics of their finance manager Norman!! Update as of 03/08/2016 I was able to have a conversation with the dealerships General Manager. We spent about 2 hours on the phone discussing the details of what happened, and discussed what it would take to make this deal satisfactory for me. After discussing options, John was more than willing to take care of my concerns. I am not going to post what the details were, as it would be a violation of his trust with me, but I will say that he went above and beyond. There was a concern with something with the vehicle itself, and he addressed it immediately with no reservation. The other thing that I asked for to make the experience better be agreed to with no reservation as well. I also have to add that John was very diligent with follow-up and keeping me informed during the whole process. It really stinks that I had such as awful experience, but thankfully, it was only really limited to my experience with Norman. The other staff was extremely nice, and when the issues I had were discussed and addressed, I really have to move my rating up to 4 stars. Will I go back to do business with this dealership? Maybe, but I can assure you that I will have an abundance of caution when dealing with the finance department. I am very thankful though, that John, the General Manager, was so wiling to address and fix the issues I had. It showed a great deal of concern and professionalism that you don't see much anymore. Thanks again, John for all your help!!

Kevin Wiggins Mar 9, 2016

DO NOT WASTE YOUR TIME. We bought a used vehicle in June of 2015. Let me start by saying our salesman (I think his name was Jeff) was very nice. That is literally the only positive I can pull out of this experience. This dealership takes every negative stereotype about a car dealership and brings them to life. We had been shopping around for a while to trade my wife's car in with no luck. We are young, both just starting out, and couldn't find the right car to fit our budget. We finally found a nice vehicle online at (what we thought) was a decent price, and came to AutoNation to look at it. The salesman was quick to tell us these cars sell very quickly... if we didn't act on it now it would probably be sold by the end of the day. Let me preface the rest of this review by saying we are probably at fault because we were so naiive and trusting about the whole process, when we shouldn't have been. We loved the car. I don't know much about vehicles, so I made sure to ask about the quality of the tires, brakes, battery, etc. I was assured by the salesman that the tires were recently replaced, brakes were new, and battery was new. He said he even checked with service to make sure. We went through the process, and ended up coming back the next day to sign the papers to buy the car. The finance manager, Norman, assured us that while the deal was very difficult, he had several credit unions that would pick the deal up. Unfortunately, it was late on a weekend and none of them were open. He promised me a call by Tuesday to let me know which CU picked the deal up, and when to come back in and sign the final papers. I was a bit weary of that, but he assured me that he had been doing this for 18 years and only had a couple deals fall through... and that was because of fraud on the buyer's end. I knew we hadn't committed fraud so I felt relieved and took the vehicle home. We got excited because it was our first big purchase as a married couple. I never received the call from Norman on Tuesday. I tried calling him and got the runaround about how he was busy and didn't have time. Tried calling the next day and when I FINALLY got ahold of him, he told me again he needed more time. I was feeling nervous, and finally got a call the next day (almost a WEEK after we drove off the lot with the vehicle) saying that the financing fell through. He had one last option that would pick the loan up at an astronomical interest rate and a payment nearly $200 higher than we agreed upon. We had to either accept that or bring the car back. I found out that our trade (which was on it's last leg) had already had work done to it. If we wanted it back, we would have to pay what seemed like a steep cost of the repairs they had done to it before sending it to auction. I was stuck, and had no choice to but accept the alternate financing. We have now had the vehicle for 6 months. While we love the size and general aesthetics of the vehicle, everything else is horrible. When I made the purchase, I received a service plan to get oil changes. Apparently at AutoNation during the first oil change, they stripped a drain valve and caused a slow oil leak (apparently this type of vehicle has a different drain valve I have been told). After driving the car a couple of weeks, the low oil light came on and I called the dealer. Our salesman went on to say that we had driven the vehicle for a while after the oil change and apparently it was time to come in for a change. I told him we had put less than 1000 miles on it, there was no way. He then went on to say that Volvos have very sensitive sensors and not to worry about it. I checked the oil and while it was on the low end of normal, we put some oil in it and all was well. I later found out about this after taking it to the Volvo dealership and having them check. Also, after getting my last service done at somewhere other than AutoNation, I was alerted I would need new brakes soon and my tires would need replaced. Synopsis: I've never felt so lied to and betrayed in my life. DO NOT WASTE YOUR TIME HERE.

Andrew Aslinger Jan 24, 2016

My husband & I went to Autonation Honda to look for a larger family vehicle. We found a Honda van that we liked, test drove and on following Monday(Dec. 28) my husband took my car back to the dealership to purchase the van. We were trading in my Civic and had agreed upon a deal, signed ALL the documents including a POA for the tags. We left Monday evening with the van & thought all was a done deal. We were then notified at almost 6 on Thursday evening (3 days after the purchase was made) to come back because there were additional documents we needed to sign. The "manager" wouldn't give me any details over the phone but just that we had to come back to the dealership. We immediately drove over there and are asked for almost $2600 to pay down in order to purchase the vehicle. When we said no, they then came back asking for $1000, again we said no and to just give us my car back. Upon going to leave the dealership, we go out to my car to find that they had stripped my window tint. They had started to do work to a vehicle that they DID NOT OWN & knew the deal was NOT finalized, unlike my husband and I. The gentleman told me that they had put $1400 into my car. I noticed my tags were gone from my vehicle & was told they had already started the process of getting tags on the van so they didn't have my tags anymore. Again doing something to a vehicle that they DID NOT OWN yet! The only work done to my car was the cleaning, stripping of my tint, oil change and tires, doesn't seem like $1400 to me. After all of this was done I was told I would get a return call from Sam on Monday about what was going to happen about my tag situation. Monday came with no phone call, so on Tuesday I called asking for him only to be told he was out of the office until Friday. The other "manager" I spoke to, listened to what had happened and again promised me a returned call by the next day. As of yesterday, January 14 8 days after the first promised return call, I had heard nothing. I was finally able to speak with the lady in the tag department, Katherine. She gladly helped me on getting this situation resolved & has been the ONLY pleasant person to deal with, other than our initial salesman, Ed. So to say the least, things were handled in a very poorly professional manner & I will NEVER go back to Autonation to purchase a car or service & will also advise others from going there as well.

Jessica Thomason Jan 15, 2016

I went out on Labor day weekend to shop for a used, certified Honda Accord in the range of 2010-12. I found an acceptable one at another local dealer but wanted to check at AutoNation too. I was greeted by a salesman, Rhett, who was very cordial and who showed me what they had available. I again found a unit that appeared to meet my needs. We then went through the price negotiation phase and arrived at a price that seemed reasonable in a relatively short time. I told Rhett that I would like to buy the car but could not complete the transaction until the following week. However, I offered to leave a $500 deposit for them to hold the car for me. At that point, a sales manager, Russ, came out to talk. I explained to him and Rhett that I wanted to pay cash for the car but did not have sufficient funds in my checking account to do that right now. I told them that I would need two normal business days to transfer the needed money. Since Monday was a banking holiday, I would need Tues. & Wed. to complete my transfer. Thus, I could write a valid check on Thursday. Russ said that they could not accept a deposit to hold the car but noted that they could hold my check until it was good (Thur.). He added that it takes them several days to "run the paperwork" so holding would not be a problem. Okay I said. I then went to see another person, Norm, who I think is something like a business manager. We signed a lot of paperwork and when he asked me for the check, I repeated the story that Russ agreed that the check could be held until Thursday. He seemed to understand and agree and the car was driven to my house. I took the car and they took my check. The following week, I got a letter from my credit union that they bounced my check (on Wed.) for insufficient funds and charged me a return fee of $35. The check was paid on Thursday when it was re-submitted. The bottom line is that after telling my salesman, a sales manager, and a business manager that my check had to be held until the funds were available (and they agreed), that request was simply ignored. The monetary damage to me was only $35 but the personal damage was somewhat more. I have a management service history with my credit union and it was rather embarrassing to face former associates as one who wrote a bum check. It was certainly not something I was very proud of. Finally, a "certified" Honda is supposed to come with an owners manual for the appropriate model and year. I told my salesman that I did not get one. And to be honest, I don't think I ever will.

Pyxel Sep 20, 2014

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