Lundgren Honda of Auburn - Service Center

Outstanding Customer Service with Gail Fitzpatrick I went to Lundgren Honda recently for routine maintenance. I was extremely pleased to see Gail Fitzpatrick was my service representative. Gail Fitzp I went to Lundgren Honda recently for routine maintenance. I was extremely pleased to see Gail Fitzpatrick was my service representative. Gail Fitzpatrick is always professional. Gail explained up front what was needed, how much it would cost and how long it would take for the service to be performed. Gail kept me updated every step of the way. Whenever I go to Lundgren for maintenance I hope I get Gail Fitzpatrick. More

For my second oil change appointment I asked to have my 'clattering' exhaust looked at. I went in and waited two hours. I was then given a slip for over $114 and told that not only did they do my oil chan 'clattering' exhaust looked at. I went in and waited two hours. I was then given a slip for over $114 and told that not only did they do my oil change they went ahead and did all sorts of services so my oil change total went form $22 to $40. On top of the that they also decided to fix my 'clattering' without my consent and charged me for that as well which came to $70. When i expressed how upset I was about this the service staff Scott just stood there waiting for my payment. Because I had my two year old daughter with me I angrily paid, left and told my husband about my horrible experience. He contacted the manager Rick who told him that he would look into the problem and get back to us. He did and said that because he couldn't find fault with anyone he could offer us a free oil change on the next time in. No fault? How about doing services when they weren't asked and making someone pay for it! Very bad service with an expensive hourly fee $109 per hour. Not worth it. I will take my vehicle somewhere else. More

Lundgren Honda would have to make an exceptional effort to provide worse customer service than I have experienced, repeatedly. Once you read this you will probably wonder why I even took my car there the l to provide worse customer service than I have experienced, repeatedly. Once you read this you will probably wonder why I even took my car there the last time - it's because they are the closest dealership and I needed a service that was under warranty. They're so awful they'd almost make me not want to buy another Honda (though I do love Hondas) just so I'd be sure to not have to go there again! Let me first share some of my past experiences with Lundgren before the latest fiasco: - I took my Civic to them a few years back because the backlight of radio/CD display went out. Honda covered it under warranty but Lundgren somehow changed the wrong part, so I drove off in daylight thinking it was fine only to find that night that the original problem had not been fixed! They couldn't see that in their dark garage?! (This was back at the old location). They had zero quality control. - I went through them again when a weird rust spot appeared on an untouched part of the car. Honda again covered it under warranty. Lundgren had me drop my car off at their main dealership (still the old location) in the morning and they were to take it over to their body shop just down Route 20. I called in the afternoon, as they'd instructed because I wanted to get a better idea of how long the job was going to take, and the body shop bluntly told me that they had no idea where my car was. I had to then call the dealership/service folks again and, after some confusion, they found that they'd misfiled some paperwork and just had my car sitting on their lot still. How long would my car have just sat on their lot if I hadn't called?? Then, when I finally got the car back from that minor body work (an extra day late because of aforementioned forgetting of my car), there was white junk all over the interior upholstery and the windows were extremely streaky and filmy on the inside. They hadn't been dirty when I dropped it off. I showed the service manager, who agreed it was awful but was otherwise pretty useless, and ultimately had to drive it back to the body shop on the weekend myself and wait while they cleaned it properly. They completely wasted my time. I'll spare you from a few more, relatively minor situations and get to the big one... - In early November (2012) I took my car to Lundgren (now the new facility) for a potential warranty/recall issue with the wiper motor. I also asked them to take a look because there was a weird sound by one of the wheels. I made an appointment online with the only service person I have found there to be really good (Gail - ask for her if you must go!) and I wrote a detailed description of what I needed. Now, you'd think the online form was used, but none of that but the appointment time itself carried over from the web site, so I had to go through it all from scratch in the morning. I ended up working with Eric, who seemed nice and took down all the details and said he would call me in the afternoon with what they found. I ended up having to call him because it was getting close to the end of business and I'd heard nothing all day. He said the wiper would be covered but for a $50 deductible and they also recommended a transmission fluid change (about $80). The wheel noise was brakes/rotors and I declined to pay $479 for them to do what my husband took care of in less than an hour, in our driveway, with just basic tools, for $60 in parts from the local auto parts store. I digress... So I said to Eric that I'd go forward with the wiper motor and transmission fluid for about $130. I confirmed that I was looking at right about $130 and he said "yes." Fast forward to the bill, for which I gave him my credit card by phone so I could pick up my car after hours - they charged me just shy of $180, about $50 more than agreed! And I'd received no indication whatsoever that it would be any different. I called Eric and he said "oh that's what we talked about" and starts talking about a "shop fee" and a "diagnostic fee" that were _never_ mentioned before. Keep in mind they got an over $400 job from me including what the warranty paid them. Eric proceeded to tell me not to worry, and literally called me "hun," short for honey, because he apparently thought that was an appropriate way to address a female customer. At that point I nearly lost it and ended the conversation quickly. That same day, I happened to receive an automated "Thank you for choosing Lundgren" email from the service manager, Stephen, so I brought the issue to him. He initially handled it rather well and apologized and reviewed the bill and agreed to send a refund for the magically appearing fees and said it'd be in the mail the next day. Two weeks and several additional follow-ups later, I had no refund and had to keep following up, to be told I'll get a response, and then several more days would go by and I'd have to follow up again. This was so absurd, it would have been funny if it weren't a major point of frustration. I did finally get the refund after I wrote and posted this review in December. I seem to have then missed a follow-up email from this site, saying Lundgren had contacted me through it, so they took the review down because I hadn't responded. I found that email today and luckily had saved a copy of my review. It's true and needs to be shared to hopefully save others from the absurdity of Lundgren's incompetence, or at least help you make sure to know what fees will be charged and check your bill carefully. P.S. I didn't buy my car from Lundgren because I saved over $1000 by making a longer trip - worth it for the savings but impractical for regular service. You can get "no haggle pricing" anywhere if you're willing to pay MSRP, or you can put a little effort in and get a much better price elsewhere. More

brought car in for service (100k).Was told it needed timing belt,drive belts,brakes,tires,fluid services,tune up ,cabin air etc.All recently done by my local shop.This woman was a complete a..hole to my timing belt,drive belts,brakes,tires,fluid services,tune up ,cabin air etc.All recently done by my local shop.This woman was a complete a..hole to my wife and then to me. I don't know who she is as I have never seen her before but I will never go there again.They are very unproffessional .The service writer was nice initially but this woman stuck her head into this fiasco and blew it out of porportion More

Incredible! Barry Lungren and his crew go beyond and above to help people! You are not a number you are treated with the utmost respect! I had an issue with my new 5 month old CRV motor which clearly wa above to help people! You are not a number you are treated with the utmost respect! I had an issue with my new 5 month old CRV motor which clearly was a manufacturer issue and walked out of the dealership with a brand new CRV replacement no charges added! Like what is that? Clearly it was about me! Thank you sooooo much! PS: this is my 4 th vehicle i have purchased from Lundgren! More

Scam artists!! Quoted me over 1200$ for a repair that my Scam artists!! Quoted me over 1200$ for a repair that my local mechanic fixed for FREE (computer reboot) in 5 mins. Honda quoted an 8 hr job. Rip of Scam artists!! Quoted me over 1200$ for a repair that my local mechanic fixed for FREE (computer reboot) in 5 mins. Honda quoted an 8 hr job. Rip off capital of MA. Stay away. More

Great experience buying a Honda CERTIFIED used car for nearly $20,000 in Sept. 11. I went in on Friday at 5 and had the car on the road by 10 am on Sat. Justin did up the paperwork and Wes handled the fin nearly $20,000 in Sept. 11. I went in on Friday at 5 and had the car on the road by 10 am on Sat. Justin did up the paperwork and Wes handled the financing.We all shook hands and I was thrilled with my car. The buyer experience was EXCELLENT. I was assured that the car was trouble free and I was sold extended warranties ( for $1400) to boost the coverage even more . I went in for a routine oil change in April when the warning came on. He told me they were too busy to spray a cleaner on the seat to remove a stain . I was informed by the service tech that my tires were nearly bald and at a dangerous level. I had been assured at purchase that the car had been fitted with " good " tires and I would need to do nothing for at least a year. I can understand wear and tear issues but at approx. 10,000 miles of driving, these tires must have been used and low grade at time of purchase. For a $20,000 car I would expect to have been able to drive it for more than 10,000 miles without the tires going bald. The tech person was willing to "fix me up " with a set of new tires for ONLY $1000. When I brought up all my warranties and the Honda certified used car claims, he told me that tires were not a part of that. At purchase I had asked specifically if they had put new tires on the car and was told vaguely , "it's a Honda Certified car" . They were sprayed with gloss to look showroom new. In over 40yrs. of driving and with 9 family vehicles purchased at Lundgren, I have never had "good quality" tires wear out at 10,000 miles. I am disappointed that I was sold a car with tires that wore out in approx. 7 months time. After calling around, I have found other tire dealers who have top end tires for a lot less money, and I have been told that the tires that were on the car when I purchased it must have been very close to the limit for safety. More

Great dealership, dealt with some great people and had a reasonable price for what was fixed on my car. Thanks Lundgren. Jess Lenahan was a great representative to deal with. reasonable price for what was fixed on my car. Thanks Lundgren. Jess Lenahan was a great representative to deal with. More

I deceided to have my service done at Lundgren because it was much closer for me and I had a lot of erands to get done on my day off. However wish I would have gone back to my dealer. I had bought the Senti was much closer for me and I had a lot of erands to get done on my day off. However wish I would have gone back to my dealer. I had bought the Sentinel package (ex package that includes all oil changes) when I purchased my new 2011 Pilot and have only had one oil change up until today! They argued with me saying it "states in black in white oil changes are not included!" My service rep even had the Warrenty specialist Amy look and was sure that I was not covered! Im not sure if the service I received was due to the fact I did not buy my car there. However, I was willing to give them my business with service, which they will never get again. I will drive the extra 20min out of my way! Also, when I checked out I had asked them if they received the fax from my dealer whom looked up my service agreement and they just blew me off! Oh and the last time I knew when you bring your vehicle in for service with a dealer, they wash and vaccum the vehicle....Well they didn't! I guess I just expected the service I have been treated with at my dealer, and the kicker is they weren't even busy, so its not like they were rushing trying to get a quick oil change and tire rotation done and the next car in! Oh well... More