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October 2022 by Lee R.
I brought my SUV here to have all 4 tires changed. The check in process was great as well as check out of course as they swiped my credit card, but as soon as I got my vehicle I noticed they scratched my rims. I went back inside and the service employee came out and told me " how did you notice a scratch" wow its my car I notice everything. I proceeded to ask him to get the manager and he told me to " hold on let me see if I can". He comes back to tell me " he is in a very important meeting". of course he is, every manager is when problems arise. I then gave him all my information and proceeded to go to the show room and find someone else who was in charge. Walked into the sales room not a single person came to help me as they saw me standing there. Of course a Hispanic walks in lets assume " they don't have money " Finally a Hispanic employee got the Sales Manager. He just seemed to be annoyed when he looked at me and didn't even seem to want to help. The sales manager acted as if it did not happen there when I never left the lot. He said "Well I cant tell the sun is in the way, cant see much" They took all my information down and took pictures and left it at that. First of all this is a 35,000.00 vehicle not some trash off the streets. Brand new 2021 CRV! Some of us work hard for what we got, but I seen since I am a HISPANIC customer my concerns or property did not matter. That goes to show you how Honda truly treats people of color. No one seemed to care about the situation, stressing a 7 month pregnant women out and dismissing the situation. I called the Services manager over 5 times and no answer or returned called. I am disgusted by the lack of service. Lets not forget 2 months ago when I got my car inspected and checked they told me everything was done and fluid were filled. Yeah okay fluids were empty, took me to go to another dealer to find that out. Good job HONDA I hope you enjoy losing customers. I see you lack customer service same way you lack inventory on your lot.
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April 2022 by Monika K.
Jaedin did an excellent job explaining all the ins and outs of the Honda CRV. I did end up buying it. He was very informative about the warranty, the trade-in etc. I would highly recommend Jones Honda and Jaedin
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January 2022 by Merv A.
Service Manager, Joe Keener: - "You were wrong to expect the same high quality service you can get at an independent shop" - "We don't work for free" ^ After I ask why checking their work on a $1200 repair from 2 weeks ago should cost me $106, when no additional work was performed. Service review: Check engine light issue, took to Honda, had parts replaced, paid $1200. Drove for a day, engine light comes back, take back to Honda, hoping they can double check the work / let me know what the problem is. They say another part needs to be replaced. Ok. I decide I don't want to do the replacement of the additional part. I get to Honda to pick it up, $126 bill. It cost me $126 for them to "diagnose" the problem I already paid them to diagnose and repair two weeks prior for $1200. If I had asked them to replace the additional part, I would have had no problem paying for that. But, failing to fix my problem in the first place (happens), and then charging me $126 (got them to take $20 off) to check their work and tell me that actually they should have replaced an additional part is crazy. The point is I already paid them to diagnose the problem two weeks ago. My independent shop did a repair prior to me taking it to Honda where they replaced a part, I found it didn't fix the issues and they did the entire repair again FOR FREE. That means FREE diagnosis and FREE part and FREE labor. That was very generous of them. At the least I expect a Honda dealer to look at their own repair for free, even if I pay for re-work or additional parts to be replaced. What a joke.
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September 2021 by Dean D.
Passing through Lancaster, my Honda broke down... engine failure! It was 2:30 pm and we had a car full of luggage (and my dog). I googled for a repair shop and found Jones Honda. Ratha answered the call. The shop was full, but we desperately needed to get to our destination. Ratha went to bat for us. Long story short, he worked the system and found a way to get us back on the road by 5pm. Thank you Ratha and Jones Honda!
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August 2021 by Tom T.
Too long a story. Evidently, rather than source electronic issues they tell you almost every issue you have is related to "upgrades" on your phone. Different excuses depend upon who you speak to. I should have taken their poor reviews more seriously! PLUS..covid is rampant in Lancaster County and not 1 employee was wearing a mask.
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July 2021 by Kristen G.
Had a horrible experience with the Jones body shop. My Honda civic was taken there after I had an accident for repair; damage to the right front side. After pick up I noticed a constant clunking noise on that side. Contacted Jones three times about it before I was told to bring it back in. After putting it up on the lift they informed me the noise was my loose spare tire....in the trunk! I'm guessing because I'm a woman it makes me an idiot who clearly doesn't know where noises come from. My mechanic thinks they reused damaged parts. Saving money now to get it fixed correctly!
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May 2021 by Mark L.
We thought we made a deal with Jones Honda about 10 days ago. They moved the pick up time to one less convenient for us. Also in the 10 days they never mentioned a cashiers check. Now they expect us to scramble to get one. They have demonstrated a lack of professionalism and customer focus. Next time we will go to Apple in York were we bought our last Honda.
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March 2021 by Apple G.
I was told by my Chevy dealer that I could take my car to Jones body shop for warranty work. My brand new 2021 Equinox had a very small bow in the left rear fender. I did not see it for a few weeks, but it was in the pics I took of it an hour after purchase. This confirmed that it was sold to me like that. The rep in Jones body shop wanted to see if it could be pulled without a major repair. Upon finding that it could not, he asked me if I was wanting to have it fixed the conventional way. I said yes that I just wanted it fixed somehow. He then informed me that it was not a warranty issue. How can a brand new car be sold to me with damage, but it not be under warranty? Also, his demeanor changed when he realized it wasn't an easy fix. My dealer, an hour away, told me I could bring it here and this guy tells me to take it to the dealer. Also, the type of damage is not typical of something hitting the car as there is no paint damage and it is bowed out, not in. If my dealer does not come through, I am on my own. My guess is that Jones doesn't want to deal with fixing a car that they didn't sell even though they are supposed to work with any GM car.
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January 2021 by Hunter S.
Expect to schedule an appointment for service only to be called back saying they actually can't help you. And expect zero helpful customer service.
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January 2021 by Linda O.
Best car buying experience ever! Ask for Sales Manager Nick Zachary. I may have taken the longest test drive in history - Vince was incredibly patient and taught me all about the bells and whistles of my new 2021 Honda CRV EX. Kyle in Finance made the purchase process smooth and painless. First-rate customer service and I love my new SUV. Thank you, Jones Honda!
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August 2020 by James L.
I've had wonderful service from the Jones Honda Service department until I brought my 2019 Civic in for a fuel pump recall and oil change on 7/27/20. Not only did they not perform the fuel pump replacement properly (the car was delivered leaking fuel, with the fuel gauge non-functional and tire pressure problems), but when I returned to have them fix the issue, they (a) damaged my front wheel and (b) ended up needing to keep my car from Friday morning until the following Monday morning to fix all of my issues. Their Service Director, Joe K. refused to take responsibility for the wheel damage even though the service manager for my car said that they would split the cost of repair. I tried to communicate to both President of Operations Don S. and General Manager Kris J. on several occasions to work out a fair solution, but received no response or even an acknowledgement. I am now forced to file a civil complaint to recover the cost of the wheel damage. If you bring your auto in for service, I highly recommend taking a timestamped video walk around of your car before turning your keys over to the service rep and again when you pick up your auto after service. I feel bad giving this poor of a rating because the Service Manager who typically handles my car (Luis) is fantastic (a big reason why we just purchased a 2020 Civic Sport from this dealer), but I am extremely disappointed with the Jones Honda service management's total lack of responsiveness, their inability to take responsibility for my car while it was under their care, and the general disregard for the customer that was displayed throughout this experience. For this I give them a well-deserved zero stars (although I need to choose 1 to post).Update: 8-17: So I took my wheel in to see if it could be repaired and while there, the tech noticed that two of my other wheels (on the passenger side of my car) were damaged in the exact same fashion. One not quite as deep but the other had damage along the entire perimeter of the wheel. Jones Honda damaged three of my wheels. I have filed a civil complaint to recoup the expense of repair.
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January 2020 by Jennifer L.
I called their service department to arrange the replacement of recalled airbags in my CR-V. Was given incorrect information from the service department the day the appointment was made, only to find out a few days before the appointment that they could not provide the services promised? A total inconvenience and the person I spoke with didn't really seem to care as I was just told to make a new appointment at another location... yeah right! Thanks guys!
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November 2019 by Jon Young
the staff was amazing everyone very helpful and went above and beyond to help !
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September 2019 by Anthony J Cox
I drove 2.5 hours to get my new 2018 Regal TourX. Joe, the floor manager was very professional and answered all my questions via email, text or phone call. I also worked with Ron and he sorted out my other questions. When I arrived he showed me features and took me on a test drive. After that I met with the Business manager and sorted out the paperwork. Overall is was a great experience buying my first new car but 5th GM product. Joe even ordered cross bars and tire inflator for me.
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August 2019 by Dalton Dimmick
So today I was driving a 2016 Sierra Denali and the brakes weren't performing properly. I decided I needed to stop in and have them check it out. Being that I live 1 1/2 hours away it was a big deal. These guys went out of their way to look at the truck quickly and got it fixed right away. I was in and out of there within 3 hours and have a truck that is working great again! Thanks for the great customer service!!
