Honda of Hackettstown-service center

I would like to share one of the best customer service experiences of my life...Last week my wife, bless her heart, dropped her wedding band in between the front seats of our Honda CRV (which we love the experiences of my life...Last week my wife, bless her heart, dropped her wedding band in between the front seats of our Honda CRV (which we love the by the way). To complicate matters my wife, who is pregnant, didn’t have all of her usual dexterity and was unable to find the ring immediately after she dropped it. Well after two days of searching myself, I brought the car into Hackettstown Honda, without an appointment, on a busy Saturday morning. I was greeted by a courteous member of the service team who listened while I explained the situation. After hearing my tale of woe, the service manager was called over and after an initial search of the interior calmly explained that they would pull the car into the service bay and begin removing the seats, console, and interior carpet until the ring was found. Seeing the worry on my face he took the time to empathize with my situation and explain exactly how his team would go about their task and that rest assured if the ring was in the car it would be found. Those few extra minutes of empathy can make all the difference in a customer service situation and this is something that the entire team at Hackettstown Honda understands well. While I sat in their plush waiting room, I was given periodic updates by the team of Joe B, Greg H, Cody M, and Nick G, who were working to solve the situation. Passenger seat out…Console out…Driver seat out….Carpet rolled back…and there it was, right next to an old Cheerio! It was obviously a great moment, relief rolled over me and the terror of shopping for a new wedding band dissipated. What made this feeling even more gratifying was seeing that the entire team was genuinely happy as well. Not just happy that the project was complete, but truly happy that they had solved my problem. I cannot say enough great things about the service department at Hackettstown Honda- truly professional, knowledgeable staff, and willing to go the extra mile to provide outstanding service. While I of course would never recommend losing a diamond ring underneath the seat of your car, if you do I highly recommend that you pay a visit to Hackettstown Honda! More

Operationally, the service department appears to be disarray. Was told to bring back vehicle only to be told they had no idea what to do with it. Simple work-flows and processes would seem to be funda disarray. Was told to bring back vehicle only to be told they had no idea what to do with it. Simple work-flows and processes would seem to be fundamental with a Honda dealership. Very discouraging and will not return. Have to question to actual they say their doing. More

Since buying our Honda Civic in Wayne in 2005, I have always hoped to have a dealership closer to home. Living in Hackettstown you can imagine how glad I was to see that this was finally happening with t always hoped to have a dealership closer to home. Living in Hackettstown you can imagine how glad I was to see that this was finally happening with the opening of Hackettstown Honda. Unfortunately, this has since changed with my recent experience when I brought my car in for service for an exhaust leak. Having some mechanical ability, I had examined the car the night before and determined that there was a possibility that the leak was only a gasket problem, but I was going to leave this up to our "trusted" Honda dealership. When scheduling my appointment I had mentioned this to the person taking my call. To my surprise, when I received the estimate for repair, I was told that there was a rusted portion of the pipe and that the cat converter and pipe needed to be replaced. The cost was going to be $1400 - $1600.00. Like I said, this caught me by surprise, but fortunately, having the ability to fix it myself-- I declined the repair. Mentioning this to a friend, he suggested bringing the car to AAMCO, so I figured a second opinion could not hurt. Wrapping this up, they determined this leak was due to the "gasket" and the cost was a mere $150.00 to their estimated $1400- $1600. With this being said, you can see how disappointed I was to see that my "Local Honda Dealership" was ripping me off. I can only imagine what they do with the sale of their cars and to other unsuspecting customers in need of car repair. More

Inept Service Dept. They had my new 2013 Accord for three days to diagnose two small warranty issues. Took two weeks to get in parts, I brought in car only to get a call that night to tell me all of three days to diagnose two small warranty issues. Took two weeks to get in parts, I brought in car only to get a call that night to tell me all of the parts weren't in and they needed the car another day. In the meantime they did an oil change on my car by mistake. The Service rep stated they sometimes get the VIN numbers mixed up. Some poor customer came in for an oil change and they gave it to me instead. You have to wonder what they are doing to your car. Warranty issue still not resolved. Very frustrating. Won't buy from here again. Dealership sent me a survey, I shared some of these issues with them, they never followed up. More