As a follow up to my last review, I was contacted by someone from Shockley Honda that the assistant service manager would be contacting me. As of today, I had to call and try and speak with him. the receptionist told me that he was not taking calls right now and asked if I wanted to leave a message. I gave her my name but said it was not necessary to call me if he hasnt had time the past 3 days. When I finally picked up my car today, they had a new key cut for the car that would open the door but not work in the ignition. They gave me a new remote but also gave me a broken remote. The service manager finally called me, asked to speak to Mr Hughes, I told him there was no Mr Hughes and told him what my name was. Shortly after he addressed me again as Mr Hughes, I explained that was not my name and I was done with the phone call. He called back a a short time later and wanted to my side of the story with the service department, I explained that everything was online AND todays issues would soon be posted. Since I picked up the car I have let numerous messages and emails for the sales person to call me to which I have yet to hear from him in almost 2 weeks. Worst buying experience I have ever had with anything. I have contacted a local dealer to me that is willing to do what ever it takes to earn my future business and I will have the car checked out by them to make sure the issues Shockley didnt address are safe. read more

Fast and friendly service ! Yazminda made me feel comfortable with the entire process and was able to explain everything so I could understand it ! Thank you Shockley Honda ! read more

I haven't bought a car here but the parts dept. and service dept are fantastic. I dealt with Peter and it was a pleasure doing business with him. read more

This place has piss poor employees that continue to lie. They were suppose to reimburse us money for repairs we did not need done. They never fixed the real problem. Still having trouble with our car. I will continue writing bad reviews and have others do the same thing until our money is returned. And if you keep taking down negative reviews, more negative reviews will continue to appear. They are a worthless car dealership and their mechanics don't know crap about vehicles. Ripping people off is how they make their money read more

Never buy or get your car fixed here. We bought a new Honda Elite mini van and the molding around the back hatch was loose the promised they could fix it better than new first mistake was I believed their lie. I'm an honest person so tend to believe others are too. Big mistake here. We had to have it back three more time to be fixed better than new......my husband too it in again today. Amazing that have no records of it ever being fixed. How convenient and get this they want 125.00 to diagnose the problem......they problem is they never fixed it properly in the first place. Never go here all they seem to be able to do is lie. Once they have your money they could care less. Well they have the last of mine. Their lose. We have two teenagers who will both be driving in the next two years and guess where we will never buy another car. So please save yourself and and family aggravation and money just keep driving and go somewhere anywhere else for your car and service. You will be glad you did. read more

Gary Brooks is the best! Very sharp, friendly, and knowledgeable. We were going to buy a car from another dealer or 3rd party, but after talking with Gary, we wouldn't take our business elsewhere. Looking forward to buying our next car with you! read more

Called to speak with Cindy today. Was advised that she was on the phone, but she was told there was another call holding. Another operator wanted to know who I was holding for and I advised Cindy. She then said wonderful, she's in her office and available....then she said....oops, I'm sorry she's no longer available. Didn't ask how she could further assist me. Customer service in many areas has severely declined and SH is the worst. I'm returning to Hagerstown Honda....it's a longer commute, although a necessary one. read more

We looked at 4 different dealerships and Shockley beat all the other deals. The customer service was incredible and when we picked it up the next day, they were ready for us and we were out the door in under 30 minutes! A great car buying experience. read more

I had a great experience with Scott Murray and Chris Lee at Shockley! Thanks Scott and Chris for making the process smooth, easy and fast, you guys were all great and super friendly. Will definitely come back for my next car. Thanks again!! read more

Purchased two vehicles at Shockley in past three years. Second vehicle was August 2013. Ron was my salesperson. He was a true gentleman. Knowledgeable low pressure and a very nice guy. When I called Ron back to say decision made,,, "I'm buying from Shockley" he had majority of paperwork complete before I arrived to pick up vehicle. I was in and out in short order. read more

I bought my Honda Accord from this place and my experience was great! Dante Was my salesman, he did a great job and helped me get a great deal. I definetely recommend this place to anyone getting a new car. read more

Best customer service ever. Seriously. Thomas Moore was the sales rep that I worked with, but everyone else that I met with when I purchased my new Honda Civic was equally friendly. Not only did I get a great price (other dealerships refused to match it), the process of actually buying the car was so simple, straightforward, and easy. I never felt pressured to add on anything extra, or sign up for extended warranties or anything like that. I had heard that car buying is such a hassle, and I had walked out of a few dealerships before due to sneaky "dealer fees" or pushy managers. So I came in to Shockley prepared to argue, but I never had to. The price was more than fair, and transparent-- every item, and cost was listed correctly, and was exactly what we had agreed upon via email. After I signed the paperwork, I spoke with another rep (Alicia or Alyssa?) who explained all the additional options that were available. She was very polite, and patient, answering all my questions, and never pushy when I declined. After this, I met with Justin in Financing who reviewed all their warranty information. He was also very pleasant, and did not mind when I declined all the extras. Lastly, I met with another representative who reviewed all the new technology in the car, and showed me how to pair my smartphone, what all the apps/buttons did, etc... If you're buying a Honda, I would definitely reccomend Shockley Honda. read more

We recently purchased a CRV from them. We went in with a TrueCar quote through USAA and feel like we received a fair deal. Buying experience was good - we came in about 10 minutes to closing on a Saturday and were driving the vehicle home a little over an hour later. Staff were helpful getting us acquainted with the vehicle. The CRV was pulling left on the highway during the trip home. We brought it back to Shockley the following Monday, and they performed an alignment, no questions asked. Brand new car, so no charge of course. read more

Wow! Sales team was very helpful. Process was streamlined and super easy. Management staff was great and came out to offer assistance. No wonder they were voted best auto dealer in Frederick for three straight years. read more

Bought a 2014 Honda Accord Sport from Jonathan who was absolutely wonderful! Since Shockley did not have the color in stock that I wanted, Jonathan was able to obtain one from another dealership at no extra cost. The time it took to get all the paperwork done was phenomenal -- I got there around 6:30 PM and was out by 7:30 PM. I was also able to learn about the features of the car and it was apparent that Shockley really cares about its customers. My father bought a CR-V here a year ago as well and recommended the dealership to me. read more

Over 6 years they have provided polite efficient and decent service to me. One or two ver y minor hiccups.

I bought a 2013 Accord in Feb 2013.... Had an excellent experience....Great price, great overall buying transaction. Sales person was Ashley Saculles who is just great to deal with.... Ashley is the reason why I bought the car at this dealership. I negotiated everything on the phone/email......arrvived at 3pm and was home with a new car before dinner time. I shopped Camry vs Accord.... I have owned Honda, Toyota, and Ford in the past. I contacted over 10 dealers and had quotes from most...Visited 4-5 dealers.....most were ok...nice facilities (compared to Toyota Dealers..some being just plain ugly). Accord won... I got down to 3 Honda Dealers.....and decided that I would not buy from a local dealer...would take the 50 mile drive to buy from Shockley....100% worth it. Have to say once again.....Shockley is a real nice dealer...and Ashley is perhaps the best sales person I have dealt with in many many years.... read more

We purchased a new Pilot. Our power seat broke which they covered the first time but a year later, it broke again. Actually, it was never right when we first got it back. My husband said something then but nothing was done because it was working for the most part. Eventually, it completely stopped working again but they refused to fix it or contribute towards the cost. They have repeatedly stated that this doesn't normally happen. Since they rarely break nor fix them, it makes sense that there it may not have been fixed correctly or a underlying problem with the structure was not identified. Their Managers had poor customer service nor intended to help in any way. It was very disappointing since I have owned a Honda for over 20 years but based on this experience and a few others at Shockley, I will never buy nor recommend another one again!! I use to refer every one to Honda but not now. read more

My husband and I just purchased a 2013 Honda Odyssey. I am very happy with my new vehicle. I worked all week with Michelle to work out pricing so that when we arrived at the dealership, we could test drive, process the paperwork and go home. When we went to the lot to look at the vehicle for a test drive, they had to have a lot attendant move some vehicles out of the way. In the process, he hit two vehicles. Then he acted like there was no issue, wonder how often that happens? We test drove the vehicle and then went in to discuss trade in and pricing. We had no issues there, I had given Michelle an exact stock number and the pricing that she quoted me. After sitting for an hour "waiting on the finance guy" I went out to the front desk to see them all scrambling to see what they can do on the pricing because Michelle never checked my stock number against the pricing that she quoted me. Turns out the stock number I asked for had a DVD player in it, but their website still listed this as an EXL, not an EXL-RES. Michelle was very rude with me and said that I didn't realize how many stock numbers they had and she couldn't check them all. This was clearly her fault. I did not appreciate the way that she yelled at me. Russ worked with me and we split the difference in price. I was very irritated that I had to sit an wait for an hour and then go to them, they never came back to talk to us about the issue. Once that was squared away, we worked with Justin Todd in finance and everything proceeded great. I was very upset that I specifically worked everything out ahead of time so that we could be at the dealership for the least amount of time and ended up being there for 3 1/2 to 4 hours. Meanwhile, I had to drive to pick up my three kids at my parents and drive an hour home at 10 pm at night. If they would have come to us when they first found the issue instead of making us wait, it probably would have been smoother. Again, I did not appreciate the way that Michelle spoke to my husband and I in the showroom. I'm not sure I will go back to the dealership because of her. read more

My car was totaled right before Christmas which left me looking for a replacement car. I was looking to lease, which I have never done before. I went to many dealerships in the Frederick area, and EVERY time I would give my price range up front so that I would be able to find out which cars were in my price range. Other dealers continued to steer me towards cars I couldn't afford and wasted my time! BILL COLLINGS at Shockley Honda was AMAZING! I will be referring him as MUCH as possible! He is the kindest, warmest, sweetest dealer I have EVER dealt with! He was not pushy, he directed me to the EXACT cars I could afford, and he made the process VERY easy! He even stayed 3 hours late for me one day to come in the evening to see the car I wanted to buy! He truly is the main reason why I purchased a car at Shockley! He explained everything clearly and they even worked with my financing needs. Ashley from the Finance Dept. was also SO helpful! She was kind, efficient, and clear when explaining the documents I was signing and going through the financial terms of the lease. I still can not BELIEVE how amazing of an experience I had at Shockley, after so many horrible ones elsewhere! I really am convinced that I will be leasing from them again once my term is up! Definitely ask for Bill as soon as you get there! read more

I recently came in to shockley at the beginning of the year after hitting a deer and was greeted by a gentleman named Ron King. He was extremely helpful and very professional. My bumper is good as new! Great experience at shockley! read more

Long story short. I purchased my first vehicle here. My credit wasn't very established, and they got me a rate of 13%. I told them I had a rate of 8% I would just have to come back tomorrow. They told me tomorrow the car would be shipped off. I was young and naive. I purchased the car and they wouldn't even fill the tank up with gas. Looking back I should have never gave them my business. They realized I had no leverage and wouldn't budge on anything. Potential buyer beware they will try to take you for all you got. read more

Experience was great with Dante Velasquez at Shockley, with a new Civic purchase a few days ago. We drove to Shockley for a few hours, with a pre-negotiated price with Dante Velasquez. We asked a very detailed quote in email, including such details as sale price, destination, processing fee, tax, tag, etc. There were no serious surprise, except some very minor difference on numbers. Though we prepared to drive to other dealers with the similar deals. We are happy to just complete the transaction there without complications. I saw some previous comments about Shockley not been able to keep promised price. I feel the problem could come from understanding between sale price and OTD price. We have to be prepared that tax is a big part in the OTD in addition to sale price, also destination, title/registration, etc. Shockley's $300 processing fee is kind of standard there in DC area. The dealership is not big but neat and clean in that small but nice quiet town. There was a tech support demonstration of new vehicle's Bluetooth connection, handsfree phone call, etc. That was helpful given this is the 1st time we drive a vehicle with advanced technology. Shockley do accept credit card payment up to $2500. The HFS annual rate is great at 0.9% (rate quote good at 6/2016). There is free Wifi (good signal and good speed) around the dealership to customer. The hot chocolate was great as I drove there for a few hours without breakfast. I wish they had some donuts there then we would not be so hungry when signing the contract. We had a couple of hours lunch after the delivery, LOL. read more

Would never do business with this place! Went to purchase a car for my son a first time buyer. He was so excited to put down money he earned to buy the car. All the paperwork was complete, financials etc.... just needed to come back the next day for delivery. When my son called to say we were on the way he was informed they sold the car. When I called the manager I was told " we are I the business to sell cars" - he was arrogant and rude. I told him this was completely unprofessional and very bad business. I have bought a lot of cars and have never seen such blatant disregard for consumerism. When I asked the manager if he was interested in earning my business at all he replied " I'd be glad to make you a deal on another car" seriously ? Bait and switch!!! My son was heartbroken and I can tell you I would never buy anything from these people..neither will anyone in my family. I was warned by a neighbor Shockley is not a good place to buy a car but thought I would give them a chance-I called my neighbor and told them...you were right. The final word with the manger was-" But you had a good experience up until we sold the car...right? " I asked him if he heard himself speak! What a horrible way to treat someone! NEVER SHOCKLEY! read more

Was a very nice, clean, professional environment. Staff was very knowledgeable. Very disappointed by the way they tried to cheat my 70 plus year young mom. She was very interested in a $30,000 Vehicle and called me to come over later that day to look it over and get pricing. After she expressed a CASH purchase, she was shown some pricing. Wow, $750 dollar discount! After expressing how I felt insulted and wanting to leave, a second offer came 7 minutes later, for $1,150. (3%) Talk about taken senior citizens for a ride! How do they sleep at night? Hope you love your Honda enough to pay full price! They will stick it to you here! If the sales staff is this "BRAZEN" makes me wonder about the entire dealership? Will never go back there and telling everyone I know..... "BUYER BEWARE" ......... read more

I purchased a used 2010 Chev Aveo from Gary Brooks back in January 2018 that only had 49k miles. After purchasing it and driving it home, realized that the Passenger airbag/clock on dash was not working properly so I called to ask them about it, took it in to find out they wouldn't fix it because it wasn't a Maryland Inspection item. Hmm safety its a covered item??? It also had a noise as something was wrong so I took it to my mechanic and found that 3 bearings, 2 front struts and a mount motor head needed replaced as they were extremely bad. This cost of $1700 for these repairs are very unfair as you know darn well I only drove the car if 30k since I purchased it. These are all problems that the car had when they sold it to me but just got worse over time. Plus making car payments monthly in addition to this repair cost. I would never recommend Shockley Honda as they sold me a car that needed a lot of work done which is so unfair and unethical! Shame on YOU!! read more

Looking for a Honda? maybe a certified pre-owned Honda? Bryson B. is the one to see in Sales. Recently I traded in a 2013 hybrid Insight for a 2014 elec./gas pre-certified Accord. For more than 2 hours Bryson and I talked about all aspects of the transaction and the possible purchase of the Accord. All that conversation showed me that he was true to his word. There certainly are other capable sales people at Shockley but my experience recommends Bryson! read more

Very friendly staff. Normally great products. We have been very satisfied Honda owners for over a decade. We bought a new 2017 Honda Pilot from Shockley and it performed very well for almost a year until we brought it in for normal servicing. Oil change was not conducted properly, and additionally, later that day the vehicle started exhibiting critical safety problems, with the throttle and electronics of the vehicle going haywire while driving, causing the vehicle to stop in the road at speed. Shockley has tried to fix the problem numerous times (were on our third incident), each time assuring us the vehicle is safe to drive, and each time the vehicle continues to become uncontrollable. We now are unwilling to drive the vehicle with my spouse and three small children in it due to safety concerns, and so far Shockley has told us they will just try fix it again (this is the third critical safety incident and we no longer have confidence that Shockley can fix the problem), and yesterday they tried to offer us an option to trade in the broken vehicle (which is less than a year old and under full warranty...lemon law?) and pay more for a new one! What?!! We have multiple videos capturing the safety issues, and are starting to get the impression that the only way to get Shockley to address this issue is through litigation. What a massive dissapointment to see Honda put their bottom line in front of customer safety, service and delivery of what is normally a fantastic product. read more

Unprofessional is all I can say. I am not sure what they look for in sales reps, but mine did not have a clue. He didn't know how to talk to people and could not answer any questions I had with a clear answer. I chose to go to another honda dealer, where I purchased my new vehicle. There wasn't anything about this dealership that would make me want to come back. read more

We bought a Honda Civic from them years ago - our first "family" car together - and were very pleased with them. As it turns out, it is the salesperson who sold us the car who made our experience pleasant. As long as he was working there ("phil" - who left the dealership years ago), he always took care of us when we took it to them for service. After Phil left, we found their service to be below par in terms of honesty, competence and experience. But we still had a positive impression left. So we decided to call them again when we bought our next car. The person I spoke with was horrendously rude and lectured me - actually shouted at me - for asking him about their pricing policies. The conversation was short but still stands out as one of the most discourteous and rude conversations I have ever had with any one, not just car dealers. We have gone through many cars since and never called them. After years, the conversation I had with the Shockley person still stands out as an example of arrogance, incompetence and a complete lack of common courtesy. read more

BAIT and SWITCH plus other issues!!! They reeled us in with a good deal on the internet then sold us something else... I went to drive a 2016 Pilot with 7000 miles on it. It was in "certified". How can it be "certified" if it had engine issues, banged up side mirrors, back door not working, front see misaligned and uncomfortable, etc? That took about 1 hour to deal with, then we drove a brand new 2016 Pilot (with sticky soda spilled on the dash. My wife cleaned it up). They said it was just off the truck so they haven't "activated" it yet. They took it in and it came out great except for a glitch in the Navigation system. They knew that there is this issue in the new Civics and Pilots but didn't deal with it in the service area when "activating" it. My guess is they wanted to get me back in for something so they can sell something else to me. When my family (wife and young kids) were waiting for the car to be "activated" they gave us another car to drive to get dinner. This car was the foulest smelling care EVER! Smelled like a cross between heavy stale cigarettes and vomit combined. When we got back we learned about the Navi issues but, of course, the service guys were already gone for the day. We were there for 6 HOURS and now need to go back. I was paying cash for this car but they pushed and pushed for me to fill out a credit application but I refused! The finance guy was as pushy as it gets to buy the service contract but I had to stop him in his tracks because he was ridiculous. This was the worst car buying experience! STAY AWAY from Alex in the internet sales department. We were already there for at least 3 hours and my kids were going nuts and Alex went to talk to the "boss" about my trade in car and was gone for quite a while. I walked around looking for him and he was chatting it up with the other salespeople. I went over to him and asked what the heck was going on and his response was "oh yeah, i'm be right there". Also, there were several things he told me that was not true. If you do go there make sure you talk to Kaley, she is the only one I felt I could trust there. I can go on and on but i'm gonna leave it with that. BTW, the 2016 Pilot EX-L is great (except for the update needed for the Navi). read more

My husband and I had a great experience! Thank you Nick for making our car buying experience easy!!

By far one of the most insulting experiences of my life. My brother was looking to purchase a vehicle and explained to the salesman that he had a tight budget to work with. It seemed like the dealership did not have much in his price range, but the salesman, Kevin, offered to have my brother test drive a 2011 Honda Civic with high miles for 13k that seemed to be an OK deal. We get driven to the back of the lot where the car is (first warning sign) and come upon the saddest excuse of a Civic we have ever seen. First off, the car has a cracked windshield! My brother points this out and the salesman says that he could "possibly" get that fixed for him should he want to buy the car. Not definitely, "possibly."Second, the interior of the car is filthy. This thing has cigarette burns on the back of the seats and headliner, a hole in the passenger door panel, and coffee stains in the rear door panels. We immediately knew that there was absolutely no way that my brother would be purchasing this car, but he took it out on a test drive anyway just to see if he liked how the car handled. When we came back from the test drive and got out of the car, I spot to my amazement on the left rear quarter panel a nice rust spot and dent. The car had been wrecked and badly fixed, and the paint had chipped off, allowing for the metal to rust. Walking around to the other side, we spot that the rear bumper was also dislodged from being hit. The nerve of the dealership to try and sell this wrecked vehicle to my brother, for $13,000, is absolutely insulting. The fact that the car was wrecked and not even in selling condition should have been stated when he first mentioned the car to him. That car was in no condition to be sold and should never have even been a consideration for that salesman to show my brother. I thought Shockley was a much more reputable dealership than this, but we were proven wrong. read more

Called today to schedule a service appointment for my Honda Civic. Spoke to Jessica on the phone. She was SO nasty. I was simply calling to schedule an appointment and she was terrible to me. Just because your having a bad day doesn't mean you need to make everyone else's miserable! Please re consider who answers your phones here. read more

*This is actually 2.5 Stars The service here is so hit or miss. I used Shockley for all my service needs during the time that I lived in Frederick (no major issues, from 2011-2012) and have since taken the car back a couple of times since I again work in Frederick (for major issues on my 2000 Accord). The shuttle service they offer is very convenient, and allows them to keep my vehicle WAY past the promised service time without me having to miss work. I can not say that I am totally unsatisfied with the work, but the last time I took it there was a doozy. The service rep came out and gravely told me about the $2000 worth of work I needed done on the car, immediately. He actually told me that the car may not last to the weekend (this was on a Tuesday). He even stated that several of them looked and saw where parts had disintegrated and that there was plastic floating in liquid and in danger of melting and burning the inside of my engine to the grave. So of course I rush out and immediately get a second opinion (AAA). They could not confirm one major issue (although they did report some minor issues, which the Shockley tech had deemed as catastrophic), and were able to find several other pressing issues. Frustrated, I took the car to a third mechanic, who was able to confirm the latter diagnosis, but none of the ones that Shockley claimed to find. The best part - for YEARS they have been telling me that my car had an oil leak, but they just couldn't find it. So about a month ago, my car wouldn't start. I had it towed to a neighborhood repair shop and in about 2 hours (the same amount of time Shockley has taken in the past to "diagnose" issues) was able to find where the leak was and deduce that was why the car wouldn't start. The final nail in the coffin for me was, during my last visit, when I explained to the service rep that I had been out of traditional work for 2 years and had been keeping up with routine maintenance, as needed and able, and he chastised me! The doggone nerve! Despite the fact that I consistently receive shaky service from them, I receive weekly emails telling me what a lady-friendly dealership they are. Now, don't get me wrong, they are great for routine oil changes and headlight services, etc., but they have definitely lost my trust and I don't think I will be taking my car back. read more

Average service department. Seems to consistently overlook the coupons I give when paying. Always have to remind.

I'm leaning towards 3 stars vs. 4 stars because I don't like to be deceived, but at dealerships I think it is unavoidable. I will share the one deception from the lease purchase last week, my wife and I were told by the salesperson that the Zurich protection plan would cover all paint scratches. This was for a lease(my first) and I didn't want to get to the end of 3 yrs and have Honda use any scratches against my value. Being told there was scratch coverage I allowed us to go to the next step with Finance(otherwise I would have second thoughts). The salespeople need to know what they are telling customers, either it is ignorance or deception. read more

My Service Center experience doesn't even earn one star in my book. I purchased a "certified used" Nissan Maxima just ONE WEEK prior to having to bring it in to have a headlight replaced and the non-functioning passenger window fixed. Then just one day later my back passenger tier bursts on the road. I brought the vehicle back to the service center today to figure out why I was not having a 3rd issue with this vehicle after only having it for 9 days! The service was HORRIBLE. While at work I received a call from the service department informing me that I must had hit something such as a pothole and that I would need a completely new alloy wheels and tiers for both the passenger side tiers and that it would cost me $1771! What a joke! When I came I. To pick my Maxima up I wanted to find out if there were any less expensive alternatives seeing I just spent a lot of money just 9 DAYS AGO to purchase this vehicle in the first place! The women working had ABSOLUTELY NO DESIER to look at alternatives! She acted like I was strange for not caring about having the same brand of tiers for all four tiers! Worst experience ever! Usually from my experience a garage will at least attempt to look at alternatives to help you afford the repairs. Not this place!!! They just sell you a price of shit car then expect u to throw thousands into it for repairs! DONT WAIST YOUR TIME OR MONEY! read more

I have bought 2 new cars from this dealer. However, my days of buying from them are over. I will not support a dealer that has such terrible customer service and a horrendous service department. Once a car dealer loses it's credibility, it's almost impossible to get it back. The final straw with Shockley was when I took my car in for a recall notice. Honda had a recall notice for their power steering hose on certain makes/models (mine included). Although I had never had a problem with my power steering, I thought it was important enough to get it done before it became an issue. After the work was completed, I took my car to my normal repair shop as my car needed an oil change. My mechanic told me I was low on power steering fluid and topped it off. I didn't think much about it at the time as often fluid levels need to settle and topping off is pretty normal. A week later when I had my brakes done, I was told not only was my power steering fluid was low, but that there appeared to be a leak in the system. I found it odd that the dealer would mess up something like recall work, but I called to let them know the situation and was given a run-around. Now I'm going to have to drive my car for two weeks with this problem which is dangerous, and have to continually feed power steering fluid into it until I can give it back to a dealer's service department that I don't trust. Needless to say, Shockley has sold me a car (AND gotten my service work) for the last time. read more

Too busy it seems to deliver the goods... here's a letter I wrote to the Facility Director regarding my recent discouraging experiences. Honda owners beware..!! Shockley Honda puts up a good front page in regards to selling Customer Care... but, what you may end-up getting is rather an epic fail in that department. Hello Mr. Pellicot, This effort to contact you is in regard to a few issues I've recently had with your service department. First, this all started with a recall notice I received a few weeks ago. When contacting your facility, I was asked to schedule a time to bring in my Element. I scheduled it for today at 10am. When making the appointment, I asked how long the repair would take and was told "an hour or less". This morning, when dropping off the car, I arrived promptly at 10am. I was informed to stay near my car and wait for a Service Assistant. I waited for about 15 minutes before Ron King began processing my car and told me that it would take about 1.5 hours. I explained that I was told otherwise and that I had a 10am appointment... and that I needed to be leaving no later than 11am. This did not seem to affect Mr. King whatsoever. All he could say was that "the people that make these appointments are told to inform owners that it takes 1.5 hours". No matter what I said... Mr. King just stared at his computer screen and repeated the same phrase... "the people that make these appointments are told to inform owners that it takes 1.5 hours"... like a zombie. I could see that this conversation was going nowhere, so I left Mr. King's office to search for someone that could better assist my needs. He had already deferred me to Cindy East. And, once I left Mr. King's office, I was able to speak with Cindy and explained my time issue. She also mentioned the same thing Mr. King said... "the people that make these appointments are told to inform owners that it takes 1.5 hours". But, she listened to me when I said that if that was the case, I would have to cancel since I made an appointment weeks ago, I was told it would take less time and that I planned my day around this information. Ms. East did what she had to do and made this all happen with time to spare. My car was repaired and I was driving it off your lot at 10:50am. Ms. East deserves praise and reward for her efforts... Mr. King..? well, not so much. So, if everyone in your Service Department thinks "the people that make these appointments are told to inform owners that it takes 1.5 hours". But, the folks that make these appointments are telling owners "an hour or less"... well, there in-lies a problem. Second, when I made the appointment for the recall repair, I asked to speak with someone in the service department in regard to also having my water pump replaced. They said that the service department was very busy and asked If they could have someone call me later. I gladly gave my contact information and waited for a call. About a week went by and I never received a call. So, I called again and went through the exact same process. Nobody in your service department was available so they again took my contact information and assured me that someone would call. I never received a call. Today, after leaving your facility and wanting to speak to the Service Manager in regard to all of this... I called and asked specifically to talk to the service manager. I was transferred to her extension. The phone rang, rang and rang... then it went into voicemail... where I left a very specific message for her to please call. That was over two hours ago. At this point, I really do not expect to ever get a call... but, I thought you would like to know how mostly dissatisfied I am with your service department. Except for Ms. East... who seems to be the only employee you have that actually wants to satisfy anybody. The real peculiar thing here is that when your customers call your facility... the recordings that they have to listen to... talk about the "highest level of customer care..." I've now dealt with several different people at your facility... I'd say about a half dozen. And, the only person that is interested in the any level of customer care is Ms. East. Everyone else is missing the mark... completely. Nonetheless, I will be taking my water pump repair... as well as anything else... to an alternate repair shop. Respectfully, Kurt Axline read more