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August 2024 by Rich H
Just an FYI.
I was surprised to recently see Duncans Honda and Hyundai inventory on Shelor's website. Did a little research and found a news article stating that Shelor would be taking over both Duncan dealerships (estimated in July). I guess Duncan is slowing getting out of the car business (note prior sale of Acura and Audi dealerships to Parks). Never had any issues with Shelor but some specific benefits like Duncan Honda's new vehicle warranty - 10 year 200,000 mile limited powertrain warranty, upfront transparent price with a 3 day money back guarantee may not follow under new ownership.
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August 2024 by James Glass
Disclosure: I operated a specialized auto shop for decades and this review is written by someone with knowledge of the automotive industry, automotive science, engineering, and field experience. I also taught automotive diagnostics including critical thinking on both old school cars (think points and distributors) to modern OBD2 CAN systems. Also, note this is my friend's vehicle and some of the ongoing issues with proper diagnosis and repair noted below predate my involvement.
In the spring of 2024 Duncan was tasked with three things on a 2010 Honda Odyssey:
(1) providing an estimate for a steering knuckle replacement. (Knuckle is worn to the point you can feel it and hear it.)
(2) continue their year's long examination of a power steering leak. Their previous attempts to repair the leak included full rack replacement, hose replacement and power steering pump replacement. Despite replacing the entirety of the power steering system, the leak persists.
(3) inspect the ball joints and strut assemblies (there is a clear looseness and audible thunk in the steering/suspension. It sounds like the "groan of a lower ball joint" and the "knock of a worn strut bearing".
Duncan's response was to ignore the requested work and instead provide a report of "immediately needed" unrelated repairs. They suggested the cause of the steering/suspension issues was, in fact, warped brake rotors. They diagnosed the power steering leak as the pump they just replaced, then when it was noted that they did just replace the pump, the service writer reversed the technician's diagnosis and instructed that further diagnosis would be required.
Duncan also suggested the immediate replacement all four tires due to excessive wear and dry rot. This was all part of a "full and comprehensive" vehicle inspection that cost $149. This inspection was not requested.
The tire tread depth was 5/32 (tread passes VA State inspection at 2/32 depth). There was no dry rot.
The power steering pump was clearly not leaking. At this point Duncan has had multiple attempts over three years to diagnose and repair the leak. The leak remains.
The front brake pad thickness was just over 50% and the rotors were not warped. The report indicated that this was a critical, time sensitive repair for safety. The worst part of the brake "diagnosis" was the rear pads were actually days from metal on metal contact! Duncan completely missed the most vital need during their "comprehensive" vehicle inspection. We took the van out of town a few days later and the rear brakes started scraping. I personally replaced all the rotors and pads after the rear brake failure.
It should also be noted the profit margin for "on the car" rotor turning is far higher than rotor replacement. In fact, all the "so-called" repairs the report called for were all easy, high margin repairs. Not surprisingly, Duncan said they could "do all the repairs immediately and the car could be picked up in a few hours". Did they have techs without any work just standing around?
In the end, the original steering/suspension issues remain. The control arm bushings, ball joints and struts need to be directly examined. The power steering leak still needs to be diagnosed and fixed. At this point, my friend did replace all four tires as the wear came closer to 3/32. Not surprisingly, neither the replacement of the brakes nor the tires has solved the steering/suspension issues, though Duncan suggested otherwise.
Were the actual repairs ignored in favor of a list of easier, higher margin repairs instead? I don't know, but to do the work asked of them would have required unprofitable down time on the lift (due to out-of-stock parts), dealing with slower/more annoying repairs requiring greater skill,
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July 2024 by Melanie Vance
Went here last minute when my car started making a terrible sound. Jay was super helpful and nice. They got it taken care of quickly for a reasonable price. I appreciate the hard work and I will definitely be going back.
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July 2024 by Ethan R.
This dealership has a new owner, make sure to view the recent reviews to make sure their quality of service is still good.
The salespeople are great and not pushy, the service people constantly strive to please and go beyond the standard scope of work and they always impress when it comes to the speed of their work. And I always love having a conversation with Ernie while he shuttles me to work when I need it. Thank you again everyone.
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June 2024 by Davina Gunther
I love the service I received here!
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May 2024 by Michael Hurst
Fine team here.
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May 2024 by Gina S. Q.
I had my wireless charger changed here, they took all day and didn't test it before releasing the car back to me. As I was pulling out I noticed it was doing the same thing the last one was, nothing was resolved. I went back to the dealership and they said I would have to leave it for another whole day for them to figure it out. Fast forward.... its a year later. I've heard excuse after excuse: Too early... too late... no technician... this last time a few days ago, it was right before noon, I took it for an oil change and asked them to troubleshoot charger. All of a sudden I need an appointment, mind you, I didn't need one the 4x times I brought the car before. I asked to speak to the manager "Mike." Mike didn't even have the courtesy to speak to me directly. He sent the guy back to tell me they wouldn't take the car because I needed an appointment. At this point, I'll be filing a complaint with Honda, they are ridiculous with all the excuses and total lack of responsibility for an installation they should have checked was fully functional BEFORE giving me my car back. Quite frankly this place deserves 0 stars.
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May 2024 by Kevin Heller
Luke Stowers did an excellent job helping us purchase the right vehicle to meet our needs. I highly recommend reaching out to Mr. Stowers if you need help purchasing a new or used Honda!
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May 2024 by Colin Eli Huff
I purchased a 2024 Honda civic sport after a week of looking. Luke Stowers was a great great help, responded promptly, and listened to my concerns. He made himself available to help. Brian and Luke made this an easy purchase and I wasn’t there for 30 minutes. They did everything they said they would. Very professional and stress free experience. We will be back to see Luke in the future.
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April 2024 by Andrea Lewis
We purchased our daughter a college student a 2019 Honda accord hybrid for college. We did not purchase from this dealership. Recently her break lights started coming on when she was not breaking as well as lights in her dash. She took it there and they told her it was an electrical part that needed to be ordered and install and that should solve her problem. After paying them $400.00 to fix it a week and a half later the car is doing the same thing. In stead of them trying to get it right this time they tried to charge her another $400.00. Not to mention she washed her car before she took it there but when she got her car back one of a back lights were broken and they tried to say that could be the cause of the problem. I read the reviews and just knew they would be good. I told my daughter never to take her car back to that dealership, if she had to drive a little further then do so. They don’t stand behind their work and we all own Honda but never had such horrible experience with a Honda dealership. I guess we’re not the right color to experience exceptional service.
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April 2024 by Josh Midkiff
Fantastic experience, Luke Stowers did awesome, highly recommend
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April 2024 by Adam Criner
Had an appointment at 12:45, pulled up to the bay and waited as there was a car already in the bay. Waited 15 minutes and a woman pulled up behind me. They waived her in around me and never acknowledged me. Have had other issues with customer service here in the past. This was the last straw for me and will never be going back.
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April 2024 by Mindy Laubscher
We had an exceptional experience with Duncan Honda. Luke Stowers and Brian Olson were amazing to work with. The hassle free sales and negotiating were not only refreshing, but also the reason we ultimately decided to drive over 70 miles to purchase our new Honda CR-V. Luke answered all of our questions and responded in a timely manner both by email and text. He was willing to look at different vehicles, pricing options and financing. The car and paperwork that we were interested in were ready and waiting when we arrived, making the purchasing process efficient and convenient. This was the best car buying experience my husband and I have ever had. We HIGHLY recommend and will be repeat customers.
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April 2024 by Michael Sanborn
I know the Duncan Hookie Honda Service Department is exceptional! I've been taking my Honda's there exclusively and getting the best service every time. I recently had a flat tire incident and they very creatively got my challenge resolved! Kudos to everyone there!!
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April 2024 by steve mick
Drove 8 hours round trip to buy a used vehicle we found at Duncan. Jim and the staff were very helpful throughout the process, and a small problem we found shortly after we got home was addressed fully by Jim and Mike. Would highly recommend them for your next purchase. Love the truck!
