McGrath Honda of St. Charles: Service Center

They Broke a Part During Repair & Returned My Car With an Airbag Light On I brought my 2019 Honda HR-V to McGrath Honda of St. Charles for a fuel pump recall and a Service A oil change. After their inspection, they recommended additional repairs/services, but I only approved the gasket for the spool valve and drive belt replacements. Later, I received a voicemail from Tam stating that “during the normal process of removing the drive belt, the tensioner broke on us.” This happened while they were working on my car, yet they told me I needed to pay an extra $522 for the replacement — even though I’d never had any tensioner issues before. I then received another voicemail from Tam saying they noticed warning lights on the dash while working on the car. Three hours later, he called and explained: the vehicle was in accessory mode when he first wrote me up and they performed a deep battery charge, the battery and alternator were healthy, they test drove the car, and the only light that kept coming back was the SRS/airbag light, relating to seatbelts or airbags. He also made it clear that none of the services I approved “would cause that” and that if I wanted to know why the airbag light was now on, I would have to pay for a diagnostic. After that call, I went to pick up my car — and sure enough, the airbag/SRS light was on. This light was NOT on when I dropped off my vehicle. In total, I paid about $1,300, and my vehicle was returned to me with an airbag warning light — a serious safety issue. A part broke during their repair and I was charged for it, and now I am left with a new problem that wasn’t there before. This was an extremely disappointing and unprofessional experience. I will not be returning to this dealership, and I hope sharing my experience helps others avoid similar issues.

Considering this is my first time buying a Honda, my experience with the service department has been nothing but exhausting, expensive, and time consuming. After buying my car, I was told by the sales department that they had discovered cosmetic damage to the car which I the reviewed and noted down the significant damage to the hood, hatchback, and driver doorframe. The sales department assured me that the dealership would work with their partnered body shop to fix the damage free of charge however, I would have to return the following day since by the time I signed off on the car, the advertised “24/7” service department had closed. A 40 mile round trip later, I get rejected from their loaner cars because my insurance did not have enough coverage to which they suggested I talk to the sales department because I would be able to borrow my trade in while they fix my new car. I return home and call the following day to which I get told that that would not be possible and my only option would be to increase my insurance while the car is being fixed (originally, they had told me 2-3 days, later a week). We did not feel comfortable paying an undetermined amount of money so we opted to turn in the car while I figured out transportation for work. When I turned in the car, I told the service representative that there was damage to the driver’s doorframe that was not listed on the “we owe you owe” sheet I was given. Hesitantly, he assured me that it would get fixed and later, I received a message saying that they were attempting to fix it in house. 2-3 days turned into a week which turned into the beginning of next week, which turned into the middle of next week which turned into the end of next week. Despite telling me that they would call me when the car was done, I was the one that had to call to find out despite waiting for a total of 11 days. When I went to pick up the car, lo and behold, the scratch on the driver’s doorframe was not fixed (despite the paperwork stating otherwise). After talking to the general manager, they assured me once again that if I bring the car back (again) they would get it fixed and that, once again, it would allegedly take 2-3 days. I bring it back and to my surprise, they tell me it’ll be ready the next day (Saturday) and they’ll call me in the morning. The next day arrives and I once again have to call for an update to which I get told it’ll be ready Monday. I receive a call Monday telling me it’ll be ready Tuesday and they’ll call me in the morning. Tuesday afternoon I receive a call telling me it’ll be ready Wednesday morning. It has now been almost a full month since I bought the car and have only had it in my possession for a MAXIMUM of a WEEK (with the possibility that I’ll still need to wait longer at the time of writing this). 120 miles that I have put into the car have all gone towards trips to and from the dealership not including the amount of times I have had to go back to the dealership through different transportation methods. I have put more miles in my new car just getting to and from the dealership than I have going to and from work. There is absolutely no communication between the sales and service department and between the service department and you. They will sit on your car for as long as possible while remaining extremely unhelpful, all without remorse. Despite assurance the second time that my issue would be overseen personally by a manager, I never heard from him again. They were only slightly helpful the second time but it is nowhere near enough to offset the extreme inconvenience and frustration they have put me through. It is 1000% recommended you go somewhere else for your service needs

The absolute dream of car dealerships. The sales reps, the GM, the service team, you could not ask for a more caring, considerate and kind bunch of people. It was truly a blessing to be able to purchase a vehicle from Mcgrath Honda in St. Charles and I will always recommend someone to take the drive to go check them out if and when they are in the market for a car. We purchased a 2018 Pilot and needed service a few months later. The team showed up and showed out for us!! Top Tier service, communication and consideration. I cannot thank everyone enough

We had a great experience working with Jocelyn Ontiveros! She was very friendly, helpful, and made buying our car a smooth process. She was patient with all of our questions and made us feel comfortable the entire time. Highly recommend working with her!

I am long time customer at this dealer service shop as 15 years of Honda Pilot owner. Service is gone worst every time. They make getting a loaner vehicle so difficult everytime... forcing to do some work they suggest to give the loaner etc. I had to tell them I will go back without servicing there before they run to their manager. People become rude and lacking customer service skills. Lot of delays once we give the vehicle, with out any updates until you call and check with them. Time to find a different dealer for service.