Jim Riehl's Friendly Honda

Negative Customer Encounter with Service Manager I had some fluid changes, front brake pads replacements and turn rotors last week at Jim Riehl's Friendly Honda in Clinton Township, Michigan. I owned I had some fluid changes, front brake pads replacements and turn rotors last week at Jim Riehl's Friendly Honda in Clinton Township, Michigan. I owned a Honda Accord in college and have been coming to Jim Riehl's Friendly Honda for 15 years for the maintenance services since the purchase of a 02' Odyssey and 09' Pilot. High-quality maintenance service was always provided at this location. The service team is always informative, courteous, and professional. The service team had just performed over $1000 maintenance service on the Odyssey months ago and over $700 this time on the Pilot, . I am very satisfied with the high-quality Honda brand so I also own a Honda lawnmower, a Honda snow thrower, and a Honda power washer. When showing up for the appointment on the 20th of June, a work order was generated with the same quote given while making the phone appointment. The service clerk, Bobby, offered $10 discount at the checkout. After a few minutes, I found an 11% off coupon from Jim Riehl's Friendly Honda website and took a screenshot. I informed Bobby to print out the coupon from his office. After waiting over an hour, Bobby told me the technician recommended changing the rear brake pads with labor waived on the rear while doing the front and the rear altogether. I agreed and Bobby did not mention any restrictions on the 11% coupon at this point. I was very satisfied with the service so far. At the checkout counter, when I showed the lady the screenshot of the 11% off coupon, she called the manager. A man came out with a serious look on his face without saying hello or introducing himself. He looked at the coupon, took the bill into his office and, for 30 minutes, came out twice with higher prices on each item showing that the original quote was already discounted. He had manipulated the prices on the bill to reduce the discount from the coupon. That meant, for every customer coming in with the coupon, he could mark up the price before applying the discount. The 11% coupon was taken down fast from the website and replaced with a 10% maximum $20 coupon. I could have returned in five separate times using the 10% coupon. He kept trying to explain his side of the story, the labor cost, and his balance sheet. I insisted on the original total after 11% discount, a $15 difference. There were at least 10 other employees and customers watching the whole ordeal. He was arguing with me over a small amount of $15 overcharge! I told him that if I was not happy with his service, I will not come back. He said that it was ok and fine if I never came back! Bobby apologized and offered to pay for the $15. The manager said it was ok if Bobby paid for it. I was shocked! Later, we asked for his name and he is the service manager Jerry Thabet. Jerry did not comply with Honda company policy and philosophy. All he cared about was the labor cost and his balance sheet, but did not care about providing Honda customers with the highest service satisfaction. He did not achieve “The joy of buying” by providing services that exceeded the expectation of Honda customers. He did not promote “The joy of selling” while Bobby was trying to establish a trust relationship with Honda customers. As a manager, Jerry did not lead as a role model, in front of other employee and customers, by providing satisfied services that fulfilled the customer’s high expectations. How could Jerry’s arrogant, manipulative, and deceitful customer service behavior “ensure the joys for the next generation” with my daughter watching as it unfolded? He failed this customer service challenge without understanding that he is serving customers on behalf of American Honda Motor Co. He could have honored the 11% coupon to the full extent and dealt with his balance sheet later. Jerry did not represent Honda well to Honda customers. More

Unbelievably Impressed! "Had an extraordinarily great experience buying our new car at the dealership!" - Are not words that I thought I'd ever say... Yet, it's true! Our Hon "Had an extraordinarily great experience buying our new car at the dealership!" - Are not words that I thought I'd ever say... Yet, it's true! Our Honda salesperson: 'Todd Hanson', his finance guy 'Dennis', Todd's manager and the Jim Riehl team did a spectacular job. They actually listened to what we wanted, went out of their way to find the exact vehicle that we'd requested and didn't jerk us around on options that we didn't want or need. As for the usual "Haggling" - it (shockingly) wasn't even necessary. I do extensive research prior to contacting a dealer and know exactly the vehicle that I want and what a fair price should be for me to pay. That is how I know that Todd was very earnest and honest in the information that he was giving me. He was, also, very thorough in explaining what the dealer and Honda were able to offer. This was the first Honda that I'd purchased in 25+ years. We couldn't have been happier with the transaction. My wife & I love our new car! And, when our other vehicle is ready to be replaced - we know where we're going. Thank you, Todd and Jim Riehl's Honda. See you next time! More

Relaxed car purchase Jordan Mazzola was a knowledgeable salesman with no pressure. I guess Honda doesn't need to put on pressure with "The deal ends and the car may be go Jordan Mazzola was a knowledgeable salesman with no pressure. I guess Honda doesn't need to put on pressure with "The deal ends and the car may be gone the next day" tactics. Hondas sell themselves. They have a great product. We went back to Friendly Honda after we purchased a new 2005 Odyseey and decided to trade it in after 270,000 miles. What a testimonial for a product. Great Dealership. More

Fixed, Fast, and Friendly I brought my car in to the "dealership" as a last gasp to fix an issue that had my mechanic and several others stumped for two months. My Malibu wou I brought my car in to the "dealership" as a last gasp to fix an issue that had my mechanic and several others stumped for two months. My Malibu would run great and then mysteriously go into limp mode causing me to sit on the side of the road several times to get anywhere. Replaced the throttle body and pedal sensor three times. Every time I got my car back it would fail within a couple of days. So I took the car back to where I had bought it from at Friendly Cadillac and they diagnosed and repaired the car in under three hours. I was blown away. They even let me know that the part that I had previously had replaced was under warranty! Jared, Randy and the whole staff were fantastic. I'll be back. Greg H. More

Easy-peasy Everything about replacing the passenger side mirror was handled efficiently and politely. And they gave my car a free car wash, too. Nothing took lon Everything about replacing the passenger side mirror was handled efficiently and politely. And they gave my car a free car wash, too. Nothing took longer than predicted. More

Finally, a good car buying experience For probably the first time in my 20 years of buying cars, I can honestly say 2 months after buying my car that I do not regret it. Frank Stack was ab For probably the first time in my 20 years of buying cars, I can honestly say 2 months after buying my car that I do not regret it. Frank Stack was able to find me financing when other dealers could not, due to my sub-par credit and other predicaments. Not only did he find me an approval, but under 10% APR. When I bought the car, it had a leaky tire. I took it to service. First they tried to fix the tire, but when they were unable, they replaced it at no cost. Dealing with the staff at Jim Riehl's was a pleasure and I will not likely buy another car elsewhere again. Many thanks to the friendly, helpful staff for making my car buying experience memorable, in a good way for once. More

Love my CR-V The problem could not be diagnosed, but it was noted and I was assured if it continued to happen, they will continue to monitor the car. The problem could not be diagnosed, but it was noted and I was assured if it continued to happen, they will continue to monitor the car. More

"LIKE FAMILY IS LOYALTY" I would often visit this dealership weekly checking out the cars talking with the staff for the last 7 or 8 years. I have gotten to know Frank and Phi I would often visit this dealership weekly checking out the cars talking with the staff for the last 7 or 8 years. I have gotten to know Frank and Phil. On 1-21-17. I stopped by like usually, got to talking with Frank and explained that I was still driving a rental car. Frank said, "you still in that rental" yes I replied, what can you do for me? We laughed about it for a minute, then Frank went to work, to our surprise I got approved for a 2015 Nissan Altima S. With in the hour the most amazing was that Frank gave me the down payment right out of his own pocket. I couldnt believe it. Then I needed insurance this is where Phil comes in he gets to work and I got a full coverage policy online. I was So Happy!!!, that next hour I was on the road, with my own car. Before leaving, Frank, Phil and I stated no more rental car roller-coasters, they even said they would drop the keys off at the dropbox, BYE RENTAL CAR!! I wrote this review because when you treat people like family, they treat you like family, so Frank and Phil, I guess this really does make us ALL FAMILY!!! I want to say thank you! !! When no one could you guys did! !! LOYALTY GOES ALONG WAY Cee Jay More

Great car at a fair price We had a very good experience purchasing our Accord. Fred worthy was super to work with. Our loan processing had some issues that delayed the purchase We had a very good experience purchasing our Accord. Fred worthy was super to work with. Our loan processing had some issues that delayed the purchase. The price was fair and did not need much haggling. Overall, we enjoyed the experience and recommend them highly. More

Best Car Buying Experience Ever!! My sales associate made me feel very comfortable with my buying experience after deciding to step away from the leasing program. No pressure to "make My sales associate made me feel very comfortable with my buying experience after deciding to step away from the leasing program. No pressure to "make the sale". Was upfront to answer all my questions and very patient. I highly recommend seeing Fred Worthy for your next car purchase. I'm very happy I did. 😁 More