Business ProfileforNelson Honda

First let me say Billy and Larry are good salesmen. I could not say the same about the Service Department. I bought three CRVs at this dealership over the years. Several years back I had a problem with the service department when they made several errors. They also told me then my tires needed to be replaced immediately, which I found out was not the truth. Flash forward to today. I even wrote the owner, Barry Nelson, a lengthy letter to which he never acknowledged or responded to. I now have a 2021 CRV which was again purchased locally. I was told at the time of the sale the Service Department was much better with improvements. When I took the car for a routine Oil Change and Tire Rotation, I was told the tires were in the red zone while needing to be replaced asap. This seemed strange to me because at the last oil change prior to this one, I was told the tires looked good with normal wear. The next day I took the car to a reputable Tire Business in Collinsville, while being informed that the tires did not need to be replaced with these measuring between 4 1/2 to 5 1/2 out of ten. I heard from several other patrons about their horrible experiences at Nelson’s, like not rotating tires. I returned to the dealership to share my frustrations with the Service Manager who admitted there were problems with his addressing these. He looked at the tires and agreed that these did not need to be replaced. He later told me the technician’s tool was worn out as an excuse for the situation. He would not refund me the remaining services on my Maintenance Contract; although, this was no fault of mine. I didn’t want them to touch my car, and I have lost complete trust in this company! I additionally failed to mention, they gave me a printout of the estimated costs to replace the tires. I found out November and December were not good selling months, so maybe this tactic is used to generate needed revenue. Since I am a female, I believe they thought they could deceive me. Buyer beware

Ms. *******, I would first like to start by saying that we apologize for providing an incorrect tire tread reading. As explained to you earlier, the technician had a faulty gauge which was replaced upon discovering the issue. Your tire tread was actually 5/32 as opposed to the 3/32 that was provided on the inspection. This was an honest mistake that was due to a faulty tire gauge. I would like to address your concerns regarding a refund on the service contract that you purchased with the purchase of your vehicle. You have utilized this product as intended and saved a significant amount of money by doing so. You have 1 oil change remaining on your package. Our service manager has explained that he will provide you with an additional oil change and tire rotation at no cost. We have no way to prorate a single oil change from a comprehensive service package. We will gladly honor the remainder of this package and include an additional oil change and tire rotation at no additional charge. We apologize for the error and hope that you will allow us to honor your remaining warranty as well as the complimentary service that we have offered. Respectfully, Jack ****** Customer Care Manager Nelson Automotive ************