Sons Honda
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From Loyal Customer to Let Down: A Disappointing Decline in Service
by Kiyana Bell on 07/11/2025Follow-Up Review: While waiting for a repair related to my brake system indicator lights, my 2022 Honda Pilot was in the care of the service center. During this time, my windshield was cracked—damage that undeniably occurred while the… vehicle was in their possession. Despite this, the service department is refusing to take accountability or repair the damage. I have followed up repeatedly with minimal to no response, and the lack of professionalism and communication is deeply disappointing. I will continue to update this review with the final outcome. To add to the frustration, I went to pick up my vehicle—which still had NONE of the issues resolved due to the newly caused windshield damage—and witnessed the service manager Catherine laughing and socializing with the advisors. This same manager, who had repeatedly failed to return my calls or provide any updates during the time my car was with them, quickly retreated into her office once she saw me, pretending to be busy. This behavior is unacceptable, especially coming from a manager who should be leading by example and prioritizing customer care. Initial Review: I originally brought my 2022 Honda Pilot in for a recall repair. After the service, I began experiencing immediate issues with my brake system, which affected my auto high beam and adaptive cruise control features. I reported this to the service department, expecting efficient and professional support. Unfortunately, what I received was a series of delays, excuses, and complete lack of follow-through. My assigned service advisor, Savannah, was someone I had previously requested not to work with due to ongoing negative experiences—her attitude is consistently unpleasant, and she provides no follow-up or timely communication. Despite my request, I was placed back with her, and the same issues occurred. She even falsely claimed that I declined to proceed with goodwill paperwork for the needed repair—something I never did. This misinformation caused unnecessary delays. The service manager informed me this would be corrected and promised a callback within 48 hours. That callback never came. I later discovered, only because I called back before leaving the country, that Honda’s goodwill department had already approved the brake system repair. I asked them to leave a voicemail if there were any further updates. Upon returning, I called to confirm my appointment, which was scheduled for Wednesday, July 9th. I dropped the car off the evening before. By late morning the next day, no one had reached out, so I called. I spoke with Matthew, who tried to transfer me to my advisor—no one picked up. When I followed up, I was told there was a delay because the parts truck hadn't arrived. No one ever planned to contact me, and there was zero accountability for the breakdown in communication. What was supposed to be a simple 2–3 hour service turned into days of poor communication, lack of updates, and now new damage to my vehicle. I’ve been a loyal customer since 2017 and have brought all my Hondas here for service. I used to be extremely satisfied and even referred others. Back when advisors like Mark Smith and Jessica worked here, my concerns were addressed with professionalism and urgency. Since their departure, the level of service has drastically declined. This experience has left me deeply frustrated. I should not have to chase down information, clean up miscommunication, or absorb the cost of damage done while my vehicle was in trusted hands. I am sharing this review not only to document my ongoing experience but also in hopes that this dealership will begin to take customer service seriously again. I welcome a call from upper management to resolve these matters properly.
The following reviews are more than two years old. They are not included in the overall rating.
143 reviews
Excellent Care to Travelers
by Todd on 07/26/2020My family was recently traveling from Milwaukee, WI to St. Petersburg, FL when the check engine and other service lights unexpectedly came on in our Odyssey. Fortunately, we were very near to Sons Honda and drove in with no appointment.… Despite being busy with many other customers, they very efficiently diagnosed our problem and got us back on the road. We are grateful to Sammie and her Sons Honda team for their excellent customer service. In their own way, they have contributed to our overall satisfaction with, and longstanding dedication to, the Honda brand. We greatly appreciated Sammie’s hospitality and professionalism. Thank you again Sammie!SOLD A LEMON
by Hinton on 11/15/2019In July of 2018, I bought a Used 2017 Chevy Malibu for my son to take to college. Within 6 months of owning the car, it broke down leaving my son stranded on highway between Atlanta and Selma AL. When I contacted the dealership, I was… told, "Well it’s a man-made item, we have no control of what it will do". When they finally agree to attempt to fix it (mind you after I called relentlessly asking for help with matter), They finally attempted to fix the problem, only to have it resurface again (check engine light – engine kept misfiring), 3 months later. When I finally took it to an independent mechanic to investigate the problem, I was told that the engine was bad and was going out on the car. I got a 2nd opinion only to hear the same thing. I again went back to the dealership to ask for help to rectify the problem and made several attempts to speak with the GM (Freddie Felton). He avoided every meeting and never even attempted to follow up on the problem by telling one of the salespeople, "It’s her issue and her problem now”. Finally, I went to the dealership crying and practically begging for their help, only for them to try to trade me out of the car under such ridiculous terms that I would never have dared to buy anything from them again. I’ve asked several times for the maintenance records on the car prior to my purchase, of which they’ve never produced. As of recent, a technician at the local Chevrolet dealership confirmed what I had been told twice before; this car needs a new engine. I refuse to pay 8k for an engine on a 2017 Chevy Malibu that I’ve ONLY OWNED FOR A YEAR!!!!. It is unscrupulous and in bad conscience to sell a vehicle KNOWING that it’s in poor condition. What kind a dealership would take advantage of a single mother simply trying to purchase a car for their kid safe, and then operate in such low integrity that they won’t even stand buy this shoddy quality product. I’ve did my part: I’ve kept up maintenance (they have my records) and notified them every time the car broke down. Even now, the CHECK ENGINE LIGHT IS STILL ON! When I initially purchased the car, the finance guy discouraged me from getting an extended warranty by saying that since the car was still under factory warranty, I wouldn’t really need to pay more for the extended warranty, and I would come out better just buying the $200 maintenance plan. Much to my regret, I listened to him so now I’m stuck owing money on a car that I don’t feel safe driving because it operates poorly and even if I considered paying for a new engine, who can afford it?? I just don’t know when the engine will finally die. Any day it could break down on me. I wouldn’t buy a big wheel from this place, much less another car. NEVER EVER!!!!!Buying my first car
by Jamie14 on 09/03/2019Wesley and David Mitchell Jr made buying my first car a great experience. Thank you to that professional, friendly, and informative staff at SONs Honda for helping me find the right car :).Great Customer Service
by Courtney718 on 05/02/2018updated 05/10/2018Employees were professional and cared about helping me find the car I wanted as well as find an agreement on payment terms. Ask for SunnyExplained and reviewed title process at closing
by Gailya0817 on 05/02/2018Professionalism, friendly atmosphere, questiions answered, no pressure before my decision was made, salesman courteous, explained paperwork and procedures, encouraged to call or email any questions or concernsFive Star Service
by J_Glm12 on 05/02/2018The service team met me immediately when I arrived. They went over what work would be completed and answered all my questions. The service manager also let me know about about upcoming maintenance and when it would be needed. This is a five… star reviews.Good Sales
by KaylaSHill09 on 04/25/2018updated 05/01/2018Love My 2018 Accord, Sales person Tony Young was great very knowledgeable of all vehicles, They worked with me to get me what I wanted .Saloni is the Best
by Tdarbynelson_ on 04/22/2018updated 05/01/2018Experience was great! Saloni was helpful and thorough in assisting me with my selection. Manager was great in getting me a great price! Great deal!Honda 2018
by Samir2018 on 04/18/2018updated 04/23/2018Sales rep and their skill to explain and answer all concerns we have very well Joe has work with us very well and keep his wordWHy go anywhere else?
by Deborah78 on 04/11/2018updated 04/19/2018from the initial contact via email, to the closing of the paperwork, Kevin Fryer was professional, knowledgable, and prompt in respodning.Service with a smile
by LarryA007 on 04/19/2018The Service Rep took care of me right away, the paper work was already prepared. All the work was reviewed so if I had any questions they were immediately answered.Sons Honda Service was great
by 2010CRVOwner on 04/18/2018Friendly, helpful. Got me in and out very fast. Clean waiting area with wifi and coffee. Thank you. I would recommend Sons Honda.Thank you for your review and business as a customer. It is our goal to provide every one of our customers with the kind of excellent service you described and we're glad we achieved that. Once again, we appreciate your business and hope you'll keep in touch for your future car needs. Regards, Freddie Felton - ffelton@sonsautogroup.com
Great Service
by RayK187 on 04/03/2018updated 04/16/2018I liked How Billy helped me be able to find a new car within my price range and they treated us with the upmost respect.Very happy customer!
by JSchlager on 04/11/2018Greg Johnson was friendly, professional, knowledgeable and listened to us. He was able to guide us and give us exactly what we were looking for. I look forward to working with him on future purchases!My New Car
by Minnier1 on 04/08/2018I like the professional manners in which you all serve your clients.The facility is always so nice and clean, it`s like a home away from home with fresh coffee and doughnuts.Thanks for the kudos. We do our best to ensure nothing but a positive experience for our customers and are glad to hear that was what you received. If there are any other automotive needs we can assist you with, please don't hesitate to let us know. Regards, Freddie Felton - ffelton@sonsautogroup.com
Great Service
by drjohnmainieri on 04/06/2018Kailyn is the main reason I come back to Sons Honda. She is a pleasure to work with, and such a great representative of your business.Asset to Son's of McDonough
by LisaThompson on 04/03/2018Jacob was knowledge and knew his job well. made suggestions but didn't push it on me. which I find myself buying the service anyway.Amazing job
by Biancafleuriot on 03/18/2018updated 04/03/2018Before I had came to Honda I went to another dealership and I felt as if they didn't want to help me at alI,and I felt discourag in my ability to get a car but we went to Honda and I had the pleasure of having kevin brown as my dealer he… wasn't pushy on anything he didn't made me feel like I had to get something out of my price range...it was my first time getting a car and he was patient and help me get the best car for my budget as well as a great deal...I would come back again and recommend anyone to go to Honda in McDonough...thank you so much everyoneToney is the best salesman you could ask for!!!
by Sgtdavid on 03/25/2018updated 04/03/2018Toney was awesome. Very patient and not hovering over us yet on the spot to be able to answer all the questions we had. We had a lot of requirements to fulfill and testing for my 92 year old grandfather to purchase his vehicle.Sons Honda McDonough Experience
by LiNiqueG1 on 03/11/2018updated 03/28/2018I loved that through my entire visit Mr. Gregory Dent kept informed about everything that was going on and what I was signing. I also loved how hard he and Derrick worked to ensure that I had the best experience and met all of my car buying… needs and wants.
About our dealership
Thank you for your business and this review. I am happy to hear our team was able to serve you and demonstrate how we do business here. If there is anything we can assist you with in the future, please let us know. Regards, Freddie Felton - ffelton@sonsautogroup.com
by dealerreply on 04/20/2018