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BBB Accredited Business since
Phone: (847) 831-4200 Fax: (847) 861-6004 550 Skokie Valley Rd, Highland Park, IL 60035
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A BBB Accredited Business since
BBB has determined that Muller Honda meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Muller Honda include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Mike Muller, President Mr. Jeff Harris, General Manager
Related BusinessesMuller Pontiac GMC Muller Honda of Gurnee
Auto Dealers - New Cars Auto Dealers - Used Cars New Car Dealers (NAICS: 441110)
550 Skokie Valley Rd
Highland Park, IL 60035 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: The Muller Honda Collision Center did warranty rust repair on my VW and I also asked them to replace (not under warranty) the driver's door and right passenger door plastic trim pieces. After my car was in the shop for two weeks, I was called and told the warranty repair work required additional approval from VW as both the trunk and hood could not be repaired and needed to be replaced. This was fine with me and I then reminded John about the front door trim pieces because they also needed to be ordered. He had forgotten about this and told me he would order the trim pieces. Several weeks later I picked up the car and paid for the replaced trim. This was early October of 2015 and everything seemed fine. Last week I noticed that the right side front passenger plastic trim piece had not been replaced, but it appeared to have been sanded and painted or somehow stained. I looked at the repair paperwork and John had ordered trim pieces for the driver's side door and the left rear passenger door. The trim pieces on the rear passenger door was fine and there was no reason for it to be replaced. John had forgotten what we had discussed and wrongly ordered trim pieces for both left hand doors instead of the left and right front doors. It would have been obvious to the repair technician that the left rear door trim was fine and that the right front passenger trim needed to be replaced. Instead of ordering another trim piece for the right front door, the technician repaired it. The paint / stain did not adhere to the plastic and the repair is now obvious. I went to the shop on Dec 7th and spoke with John and Bob. After a heated exchange during which I asked Bob why he would replace a trim piece that was fine, he threw the paperwork at me and walked away. John refuses to admit he ordered the wrong parts and they want me to buy another trim piece. From my perspective, the shop was negligent in the repair and replacing parts that are perfectly fine is fraudulent.
Desired Settlement: At their expense, I want the shop to replace the plastic trim piece on the right hand front door as was originally discussed.
Business Response: I will due my due diligence and look into the disconnect between the customer and body shop employees and respond within 24 hours
Business Response: I have reviewed the complaint and spoken to all parties involved at my end and decided to take care of the complaint by replacing the plastic trim piece on the right hand front door. Alan *******, who works at my Volkswagen store will be in contact with Mr. ********* to handle the process. I request the complaint to be closed once task completed. Jeff Harris
Problems with Product/Service
Read Complaint Details
Complaint: On August 10,2015 we purchased an extended warranty on a new Honda Accord. We financed the car but specified that we did not want to finance the extended warranty. The Finance Director, Greg Stone said that would be no problem, and that we could pay for the extended warranty with a credit card which we did. We also put a down-payment for the Accord on the same card. We had 60 days to cancel the warranty and decided to go ahead with that. I called Greg Stone on 8/20 to let him know we wanted to cancel the warranty. Even though we paid the entire cost of the extended warranty by credit card, and he absolutely knew we completed the payment transaction that way in order to not include it in the auto finance, he went ahead and configured the paperwork so that the extended warranty was included as part of the finance. I consider that a dishonest, unethical business practice. We were completely satisfied with every other part of our experience at Muller Honda Highland Park which makes this issue even more disappointing. We paid for the extended warranty with our credit card, and the cancellation refund should be credited back to that card. Our option now is to pay off the car entirely with the very first payment and take title. Maybe then when we cancel the extended warranty Muller Honda will credit our card.
Desired Settlement: All we want is to come down to the dealership, sign the cancellation papers for the extended warranty and have the refunded amount credited back to the credit card we used to purchase the warranty.
Business Response: Initial Business Response /* (1000, 5, 2015/08/26) */ Unfortunately, the extended warranty was part of the financing therefore when the product is cancelled, which is certainly can be, the loan will be credited upon cancellation. The cancellation will go down as a principal payment to the loan according to the terms of the contract. Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) We returned to the dealership on 8/26 and signed paperwork that cancelled the extended warranty. Unfortunately, the refunded amount will not be credited to our card but subtracted from the loan principal as the dealership response indicated. This should have been disclosed/explained by the finance director initially, since he knew we were under the assumption that the extended warranty was paid for separately. He did apologize for any misunderstanding when we returned to cancel the extended warranty.