Muller Honda of Gurnee Service Department

I have a 2014 Accord Sport that had an axle snap while driving with my wife and 3 kids in the car forcing her to have to push it off rt 12 in the middle of rush hour. Come to find out theres a recall on the axles that came out shortly after I bought the car 5 ish years ago and Honda never contacted me about it. I was told to pay to have it towed in and it would all be covered under the recall and I'd be reimbursed for the tow. I get it towed in on 07/28 and submit the bill so they can send it to Honda so I get reimbursed. I wait 4 days to hear anything and finally get a call on 07/31 saying the tech broke a ball joint taking everything apart and that they'd get a new one the following day and have my car ready for me and they cant reimburse my tow since I used someone out of their network yet the whole reason I called someone on my own is because they dont have a tow company they specifically work with, but tells me I can submit it to Honda myself and they'll "probably" reimburse me. The next day 08/01 they call me and tell me that my entire steering knuckle and wheel hub are now messed up from removing the ball joint and due to the age and mileage of my car Honda now wont cover the repairs entirely and ask me to authorize $500 in repairs and Honda would cover the remaining $700. Mind you this recall has been out for years and Honda never contacted me and had they done that none of this ever wouldve happened because it wouldve been caught before the axle broke and 60,000+ miles ago before it was "too old and high mileage". By my estimation I had just under or around 100k miles when this recall came out and now have 170k miles, so they had plenty of time but anyways now here we are. I of course refuse to pay for the repairs from their negligent tech hacking my knuckle up when he took it apart and start talking legal action if they try to make me pay for it. Then the manager calls me and tells me well how about $250 and we'll get everything taken care of and I again refuse and I'll admit by this point I'm getting pretty heated. The service advisor tells me to call back later after I cool off so I do that and end up having to leave a message since he didnt answer his personal line that he gave me. He calls me the next morning 08/02 saying how he feels bad about everything and he would be mad too if he were in my shoes and tells me to come get a loaner free of charge because my knuckle is on backorder for potentially 3 weeks or more unless he can source a used one. So I do that and he tells me he will call me the following Monday 08/04 with an update. Monday came and went and I got no call, in fact I hear nothing until Friday 08/08 when my GPS tells me that my car has finally moved and been driven. I try calling the service advisors "personal" line 3 or 4 times after seeing this and get no answer. Then later in the day the service manager calls me to tell me its all fixed but the tech tore an axle boot putting it back together and that will take a day to come in so I can get my car 08/09 or the following Monday since I was busy that Saturday. Well now its 08/11 and I've picked my car up, and went straight to my usual mechanic (the one they tried blaming for the ball joint breaking) to have everything looked over because by this point I'm taking 0 chances. On the way there i can tell the alignment feels off and the steering feels a way more loose than before. We get it up in the air and take a look, none of the joints have cotter pins and at least one is missing the castle nut along with my alignment being sketchy as hell and the "new" used ball joint that came on the used knuckle has a torn boot that flung grease all over my wheel, oh and dont forget the giant scratch down to metal on the passenger door. I'll be calling them AGAIN in the morning and probably have to leave my car there again so they can figure out how to do it the right way, like you would think a dealer certified repair shop would. Had I not had my car looked at this very easily could have ended very badly. You'll be hearing from me very soon.

Look, service departments at dealers, dealerships, all have their reputations. Muller Honda's doesn't fit the bill. In my own experiences they're an informative no pressure facility, with the goal of you coming back and leaving a good review rather than trying to take your money and run. I have a few cars that come in, and the honesty of comments like "it's so rusted we can't work on it, but didn't want to risk damaging it" are where this reputation is generated. Prior to owning Hondas I went to a private shop until the chief there retired, and I've been pleased with this new experience.

My husband and I found a car online being sold at Muller Honda of Gurnee. We were connected with Ozzy (excellent service!) and he answered all of our questions before we made the 3.5 hour drive to the dealership. The entire process was so quick I couldn’t believe we were out of there in less than two hours! Very happy with our experience there.

I had some splash gards put on my CRV hybrid sport. It took some time because 4 other people had an appointment for the same time. I was happy with the installation of the slash gards. I only gave 4 stars because of the waite time. Over a hour.

Anthony ponce was amazing, he has great customer service. The service team that worked on the car also did an amazing job and were very quick and efficient.