Customer ReviewsforBrilliance Honda of Crystal Lake

Best car shopping experience I have ever had. **** and ******* were patient and helpful. I would 110% recommend this dealership.

Rob and the Sales staff do a wonderful job at putting you in the vehicle of your dreams, they listen, care, and help... Now, I've bought cars from Brilliance for a decade now only because of their sales staff, their service staff on the other hand is consistently comprised of a bunch of cynical people who don't belong in customer service because they condescend to people, don't listen, and treat customers like they have no idea what they are talking about, ****** called me liar and continued to do so after I assured him that I wasn't and don't need to lie. They all exude attitudes of people who hate their jobs and just trying to "fake it till they make it" All except for *** and **** who are obviously the only tenured service advisors there for a reason and know how to do their jobs. Brilliance Honda's high turnover of employee's & the experiences their customers have with said staff is PERHAPS a direct reflection of how this company treats their employees. Recently purchased 2 cars kia ***** and ***** Tahoe, on 11/22/21 on 12/16/21 and after bringing the Tahoe back 3 times for bad brake vacuum pump, unbalanced tires, and broken bumper cover, (do they even inspect these cars before selling them?!) they are trying to charge me for repair, and ****** told me I was lying about the bumper cover and that I must be the cause of the damage on after the purchase. This is by far not my first negative experience with them, I purchased a Buick from them who's trans went out within a year and had to tack on what I owed for that car on top of another. I'm afraid to bring the *** back for the radio that doesn't work because they will charge me for that, too. I called ***************** who told me that not only will they inspect my Tahoe at no charge, but will handle any UAC warranty claims that I purchased through Brilliance, as well. I will be using *****************, I suggest you do, TOO!!! Brilliance is not BBB accredited for a reason. On ****** reviews, they use friends, family and employees to offset their negative reviews as soon as you leave a negative review and the owners responses are pretty typical in offering financial compensation to make the problems go away, instead of fixing what is likely an issue that he is the root cause of. The banks will no longer be giving you money on my behalf, EVER!

I brought my daughter's 2014 Honda Civic in for an oil change, tire rotation and ********** on April 30. Driving in I noticed the driver's-side wiper was split in two and obviously in need of replacement. I called **** when I was on the way and they quoted me $10 installed. I did not mention this to the ***************, ***** ******* when I checked-in knowing they would charge me much more then $10. After the service appointment (which I must say was done rather quickly I thought, i.e. around 50 minutes), ***** approached me in the waiting room and said the car checked out, no problems. Oil change and tire rotation completed. I paid my **** of $85.56. I was wondering if they might have changed out the wipers and didn't tell me (because certainly they would have caught the issue during the inspection) so I went to the car and there was the rubber dangling from the drivers side wiper. I could not believe what I saw. The *************** indicated GREEN (checked and OK) for ********************** / *************** / ************. To say that I was disappointed was an understatement. I went back inside and had ***** come out and look at the wiper. Then I asked to talk to the *************** (***). I let them both know how I felt. Did they inspect the car at all? Did they check the brakes? Did they change the oil? Did they rotate the tires? etc. My daughter bought this Civic this dealership. For the most part, she or I would drive from ********************** to ************ because why? We TRUSTED their dealership. That Trust is now broken.*** explained to me that their ******* Department's work policy of having non-auto technicians (i.e. non-qualified mechanics) perform oil changes and tire rotations. Obviously to save money due to different labor rates. Well then, they are just an auto **** shop not a full-service dealership. And they certainly can't put the title "Technician" on their so called "Multi-Point ***************". I suggest they remove it in the interest of public transparency of their auto services. and they certainly shouldn't charge the same hourly rate as a certified mechanic.I requested another complete inspection of the car to be completed by a certified technician. It was completed and guess what?, they found cracks on a drive belt (unsafe condition) and the rear brakes needed cleaning (another unsafe condition). The person that initially performed the tire rotation (if in fact they did do one) did not check the brakes out? The inspection form says they did. Under the hood, the initial inspection said the ***** were OK "at this time". Yet, the 2nd inspection revealed cracks. Was the hood even opened during the initial inspection?? What kind of service department are they operating?At ** request, they put on **** windshield wipers. As far as the other services, (belt and brakes) *** said the price was $225.35 plus tax. Of course I had to *** for a price break (really did I need to?). Couldn't it have been offered up front by the *************** after my disservice and inconvenience?So after spending almost 3 hours in their ******* Department and $260.39, I was done. And frankly I'm done with their dealership and their inept (and unsafe) service department. I'm either going to find a another Honda dealership or go to a local garage that I can trust and isn't looking at the ******** Dollar to save a couple of bucks. I suggested they rethink this policy of hiring non-certified mechanics to do vehicle inspections before a bigger oversight occurs and something really bad happens like an accident caused by improper inspections. Do the job RIGHT!