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November 2023 by R G.
Imagine paying over $24,000 OTD for an 8 year old Honda with an advertised price of less than $20,000? They itemized everything over the phone (including a $600 doc fee) and at the very end, they quickly said "and Fourteen Ninety-Five for a certification fee / peace-of-mind fee" which is actually ONE THOUSAND, FOUR HUNDRD AND NINTY-FIVE DOLLARS! I questioned that as I wanted an itemized price up-front (imaging that), and that's when the relationship got, mysterious, awkward and unsettling and I was completely turned-off without even setting foot on their premises. Not the salesperson's fault; it's the policy set forth by ownership and what's disgusting is, it seems their business ethics have not changed in years.
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November 2023 by Shy L.
193.00 just to look at it . 240 something for a belt in a car need I say more and very time consuming .you would think magicians were working on your car with gold tools
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November 2023 by Peter M
I am writing this public review with a heavy heart and a strong belief that I may have been scammed by Paul Miller Honda during my 2014 Honda Odyssey purchase in July 2021.My experience with this dealership has been nothing short of a nightmare. The core issue is the non-delivery of the promised Honda Care warranty, coupled with a financial loss of $1,650.00 for a service that was never provided. To put it plainly, this has been an unmitigated disaster and, frankly, it seems like a scam.What compounds my frustration is the abysmal level of response and action from the dealership. Despite my persistent efforts to contact Mr. Alejandro Estremera, there has been an absolute lack of effort to address this matter. Not only have I received zero communication, but I haven't seen a cent of the money I'm owed.This ordeal has dragged on for far too long, and the complete disregard for customer service is beyond unacceptable. I once held Paul Miller Honda in high regard for its reputation, but this experience has completely shattered my trust and confidence in your establishment.
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November 2023 by Peter Boreyko
I highly recommend this dealership. Salesman Juan Tamayo was kind, courteous, patient and extremely helpful during the entire sales process. The sales manager Ronald was also great throughout the entire car buying experience. They have earned a repeat customer and I will be recommending this dealership to others
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September 2023 by Kenia Blanco
If there was an option to no star at all that would be my choice.When car-hunting, we visited them. There was not rudeness that I can remember but it wasn’t warm either, so we brought our business elsewhere. However after we bought our Passport SUV we had to bring it to dealer a lot of times (my guess to you, don’t buy a passport)Our fifth time we decided to bring the car to Paul Miller Honda Caldwell Maintenance department -Right from the start you will find rude, unprofessional and unwelcome people starting by the first face you get to see, front desk receptionist, you’ll know who it is.The manager, Danny. I don’t have enough words to describe how full of ____ he is!!! Helpless, careless, and unprofessional he kept our car to fix it for over a week and never once call me, after he said he would follow up to update me so I kept calling to ask for estimates on how much longer.He loaned me a car while keeping mine at the dealer, however, and the one last time that I called he finally said my car noise is normal so he wasn’t gonna do anything and that he could relate with his “brand new 2023 SUV”. So he said pick up your car now and bring me my loaner, because i was upset he wasn’t fixing my car.So I was unable to pick up my car right now as he demanded, he was rude and upset I wasn’t able to come right now so he threatened me saying he was gonna report the loaner car stolen. And he rudely asked me to provide him with my current location (multiple times) because he was gonna send his team to take the car away from me. He was screaming at me over the phone! And made me feel like the worst person ever, in other words like him because he is the worst. Just warning you all!!
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September 2023 by Jennifer Creager
Unfortunately this dealership posts prices online which are untrue. Once you arrive, added "fees" are added to the asking price. We were looking for a 20k used vehicle for our kid. We drove an hour to see a vehicle listed online for 20,500 and once arrived over 4k in "fees" are added to the sales price. We expected tax & tags but certainly didn't expect absurd fees such as "paint protection " on a 4 year old vehicle.. who asked for that? And, the vehicle already had a visable scratch on the hood.. a little late for "paint protection" id say. Strangest car shopping experience ever. I would suggest listed your actual prices, including your outrageous fees online.. its called honest sales, sadly a dying art. .. disappointing for a kid on a budget. Never again!
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August 2023 by Gordon Harper
Highly professional in every way! They listened to my requests, searched service history to check for vehicle updates and gave me honest answers. Wait time was reasonable for the work done. Online appointment booking system was fast and easy to use. The waiting area was clean, comfortable and spacious.
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August 2023 by Jennifer W
My experience with this dealership was beyond disappointing; I wish I could rate them 0 stars. Upon arriving to pick up my car, I had a simple question about a bill for service. The service rep had assured me that I could apply a $20 off coupon, which seemed straightforward. However, when I went to check out, I was informed that the coupon couldn't be used as service was closed, and I was directed to the sales department to sort it out.In the sales department, I encountered an absolute nightmare. The staff were unhelpful and indifferent, telling me I had to call back on Monday to deal with the service department for the credit. But here's the catch - nobody ever calls you back, and their voicemails are always full at this dealership. Frustration quickly escalated when I spoke with the sales manager, Ronald V., who proved to be mean, disrespectful, and aggressive. He raised his voice at me, leaving me feeling belittled and hurt. Other people waiting to look/test drive cars mentioned how they were appalled by his behavior to me. It's unbelievable that such hostility was displayed over a mere $20 coupon; it's about the principle, not the amount.The situation escalated to the point where I ended up in tears in the car sales area. It was a humiliating experience that no customer should endure. This dealership clearly lacks organization, respect, and basic customer service skills.I strongly urge anyone considering doing business with Paul Miller Honda of West Caldwell to think twice. My encounter with them was nothing short of traumatizing, and I wouldn't wish such terrible treatment on anyone. It's truly sad to see a business forget the importance of good customer service and allow their staff to behave so poorly. Steer clear and save yourself from a potential nightmare.
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August 2023 by Ali Zaman
I went twice and interested in 2021 Honda Pilot EX-L. Deal done after negotiation, I gave credit card for deposit. The rep Roman Fuchs comes back and said sorry, we have another offer. Actually they want $2000 more. Never rely on these people. I have my wife and a nephew with me. How do you take offer from someone else when you are already selling the car, make no sense. Worst people, worst customer service from top to bottom. Never recommend to anyone
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August 2023 by Sinclair Lee
Joke of a dealership. Had interest in buying a used vehicle there having cash in hand. Was back and forth with Cindy for 2 days. And here I was thinking, wow, a dealership that responds. Showed up for the appointment and dealt with a different sales rep. Was told a deposit was put on it in the morning. Asked why wasn’t I told this. Explained I was never advised of this after multiple times of communication with Cindy. Sales Rep had even the audacity to ask to see the text messages I had with Cindy as well as the email. He states the email was an auto email but the text messages sure weren’t. Showed him all the messages. He had no response . Not even a sorry. Mind you this is after confirming multiple times on the day of the appointment and the previous day. Last point of contact with a reply was 30 minutes before my appointment time. Why would you not mentioned the vehicle was sold after replying back to me all these times? A courtesy to say there is a deposit and to. It come down would have been nice. Talk about piss poor way to sell cars and a waste of time.
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August 2023 by Vike S.
Showed up on a Monday on a lark for an oil change. Most Honda dealerships booked weekends out the month.Shocked the pleasant woman on the phone for the disservice department squeezes me in immediately. She of course takes all my information For whatever reason down to the VIN number. It was indeed my first - and last time here.Then I go inside and there at the service desk is a heavily tattooed guy with a bowl haircut right out of the Three Stooges only he's not funny. I take no offense at heavily tattooed people or bowl cuts but not when I'm treated like this.No eye contact, blunt and appears inconvenienced having to check me in.Then the garbage moment: after he makes me go outside to the car to get more pointless paperwork, quotes me a fraudulent $81.00 for an oil change. Was he bright enough to realize he likely typed "two" oil changes or was he/Honda really trying to fleece me? That will remain a mystery.So knowing he's wrong, I say that $81 can't be right - I've gotten oil changes only at Hondas for decades and they're $49 dollars or so currently - like the sign says outside. You know what Menacing Moe does? Stares me down menacingly - I'd estimate at least 15 straight seconds to show me he was a tough guy which - surprise - resulted in my walking out while he and his other tattooed pal (they appeared to be matching sleeves for the two of them) went on mistreating other patrons by likely running the same shakedown on them. It's one thing to make a stupid mistake and quite another to arrogantly inform me by a viper stare Paul Miller Honda charges $81 for an oil changes despite signs outside and I'm sure if got all Karen on him, the manager would say the same. Never going near this place again
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August 2023 by Susan B.
We didn't do our research and got taken advantage of. I guess we should blame ourselves, but had our guard down because we'd had good experiences here before. The salesperson was dishonest and when asked to explain was confrontational and hung up on me. I was upset, but did not yell or speak disrespectfully.
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July 2023 by Ragai Kiriakos
Even one star is higher than what the service department deserves. I went for simple thing which was to change the cylinder of the door lock and waited there because the agent told me it would take two hours but it ended up that I waited for more than five hours and when complained to the front office employee, he was extremely rude besides lying and denying that he told me it would take two hours. If your employees are lying in simple things like this what would they do regarding the problem in the car? Would they be honest and not exaggerating the issue to get more money?
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July 2023 by Eric Cabrera
Had a very good experience/service. Went in for A/C Condensor issue , which lucky had extended warranty. My service advisor Gustavo was very helpful from drop-off to pick-up. Once my car was ready , my advisor called & arranged a courtesy valet driver (Dennis) to pick me up 20+ minutes to my home. Satisfied with my visit. Would give more than 5/5 stars.
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July 2023 by Larry D.
Not surprised this place has a 1 star BBB rating and is not accredited by the BBB. I wish I had done my research before bringing my truck here. I brought my truck in to have the lower control arms replaced due to a bad bushing. However, my truck drove perfectly fine but I knew it needed to be replaced. I had my lower control arms and front brakes replaced, and rear parking brake adjusted and an alignment about $1,300. I picked my truck up and immediately I knew something was not right. I called the service advisor Guss and told him my truck is not driving correctly its pulling to the left and right under acceleration. I also explain to him it does not feel safe to drive. I brought the truck back the next day to drop it off. They are unable to figure out what is wrong with the vehicle came up with any and everything that could be the problem. First they said my engine mounts were bad and this is what is causing the problem. Then they said because the truck has a lift kit this is likely the problem, despite this lift kit having been on my truck for 3 years with no drivability issues whatsoever. The service manager Danny said we will refund you for the alignment. Now you want to refund me for work you've completed even though you claim the issue is unrelated to work you've completed. I refuse to take the refund and told him I want my truck to drive like it did before I brought it to your dealership. They kept my truck for a week! No one initiated a follow up call to me I had to call them leaving numerous unanswered messages. Once I talked to the service advisor Guss and ask for a loaner car of course he says we don't have any. He told me I would receive a call at noon with an update about my vehicle. Surprise surprise no call. I then get online and start doing some research and find they have a 1 star rating from the BBB and immediately call the dealership and said do not touch my truck! Spoke to Dave the GM who was short with me and argumentative. Dave calls me a few hours later to ask what I would like the resolution to be, and I said "for my vehicle to drive how it did before I brought it to your dealership". Dave begins to raise his voice talking over me stating "if it were me I would have never touch your vehicle!" This coming from the General Manager of a Honda dealership who claims to have 36 years experience. I paid $1300 for service and Dave spoke to me as if he did me a favor! My truck is unstable and feels dangerous at highway speeds. At 65mph it now has a violent shake that forced me to the side of the road! I explained to you Dave, Danny, and Guss that my vehicle did not feel safe to drive, and your response was pay $3,200 more and we can fix it! Amazing customer service for someone who has purchased 10 NEW Honda/Acuras over the last 13 years!
