Honda of Sumner

I help buy cars for friends because of my experience as a salesman and I gotta say this is by far the worst dealer experience I have ever had… Had a deal done through Costco program and price was set … I get a call saying they have located a car that fits my requests… I drive and hour through traffic and they stick me a price $ 750 hiring because of some sort of BS transport fee… I know for a fact dealer trades a free and built into car price (iE holdback) … Anyways this dealership was terrible when it was jay Lee Honda and nothing has changed

Kathryn from the Service Department was awesome. The repair time was accurate. They found some needed repairs which was expected due to the age of my car. I did find a $ 19.16 a miscellaneous charge for «SHOP SUPPLIES». Kathryn did not cash me out and the guy that did had no motivation to explain what it was for. That’s why my review is a 4.

painful to read some of the reviews on here for Rairdon’s Honda of Sumner. We’ve been in here serveral times and have never gotten bad service. My cousin bought at Civic LX a few months ago from Josh and he was super helpful. Never pushy. Though he never did get us the $ 25 gift card we were suppose to receive for the referral. I’m going to ask him directly about it the next time I’m in. I’m going to give him the benefit of the doubt that he just forgot about it but he can make it up to us the next time we see him.
My wife and I have been looking at the HRV EX for a few months now but they’re rarely on the lot but decided to finally pull the trigger on one this past week. Theresa had initially helped us but she was with another customer when we stopped in so we worked with Wade instead who’s fairly new. He was easy to work with and spent the majority of his day getting us the terms and model we wanted.
They did tell us the day we purchased the vehicle that it would be at the dealership in a couple days but it’s been 3 days now and we’re still waiting but I’m not gonna hold that against the dealership. As long as the communication is there I’m good, plus they provided us a loaner anyways. They gave us free oil changes for the life of the vehicle which is awesome. The sales manager Justin was super friendly and the finance lady got our docs done quickly.
I’m hoping the service department doesn’t disappoint. I will probably do an update to my review in a couple months.

I can still remember clearly, it was just this past «Black Friday» 11÷27÷15 when my husband and I went to this dealership to check out a white 2016 Honda Accord Touring that they have.
I originally spoke to Shannon Arebalo (internet manager) before coming down to the dealership, and she assured me that I will have the best possible pricing they can offer, yeddiyeddiyeah… not only that, she said when dealing with her, I will cut thru the middle men. Here I am assuming that she doesn’t need to go back and forth with the GM. But, boy was I wrong! I came there, and she was running back and forth to her GM for a best possible price on a trade in of my white 2013 BMW 328i.
Fast forward, before I came, I had printed out a filled out form for a $ 50 VISA gift card, just for coming down to the dealer. It’s their way to show customers their appreciation. Which is nice, hey who doesn’t love free money? In fine prints, it says, NO PURCHASE NECESSARY. So we left because we didn’t agree on the offer they had given us versus the one from South Tacoma Honda. So of course we left without hesitation.
Five days later, haven’t received my $ 50 VISA gift card. Emailed Shannon and she reassured me that I should have received an email that it has already been processed. Here is the email below:
Sent: 12÷4÷2015 10:30:00 AM
SUBJECT: Re: Thanks for visiting us!
I never got a redemption email. But instead they sent an email to print and come to your dealership for redemption. Hmmm
Sent from my iPhone 6 Plus
On Dec 2, 2015, at 11:32 AM, Shannon Arebalo
wrote:
You should receive an email by tomorrow that your redemption has been processed. If not, please let me know.
Shannon Arebalo
Internet Manager | Rairdon Honda of Sumner
***I waited like an idiot, hoping it’ll arrive in the mail. I thought it’s the holiday so everyone gets snail mail. Waited til 12÷27÷15 exactly a month from us visiting the dealer. Called again, talked to Don. Don was very helpful. He told me he has to talk to a guy that specifically deal with this kind of stuff and that he’ll call me back in half an hour. And so he did! He said they couldn’t find my redemption form that has my name and address on it! But they will cut me a check instead. I said sure, money is money, doesn’t matter what form it’s in, as long as I get it, like promised. Got a $ 50 check from Rairdon five days later. Whoohoo! What a relief!
We will never do business with this lady ever again, nor recommend our family and friends to her. 1-​star is the least I can give for this business, but this review is strictly for Shannon. I personally want to give Don five stars for his genuine effort.

Short story– their sale staff appears to be lazy and unresponsive. Talked to Nicole and she completely blew off my inquiry to get back to me.
Found an interesting car on their web site and engaged with a sales rep via chat on their website. The rep directed me towards a credit application which I filled out and I was asked if I prefer email or phone contact. indicating I wanted an email contact, I received an automatic email reply telling me that I need to call them — which I did (so much for my preferences). I spoke to the person (Nicole) and after some nonsense about her computer being broken she said she would get back to me, but she never followed back up. So it looks like I took a hard inquiry against my credit and got blown off by their sales staff. They obviously have my contact info otherwise I never would have receive the email. This kind of laziness and lack of follow through and now the credit inquiry motivated me to write this review.

Came to their service department for the first time because my parents bought their car from them and «trusted them» to provide me service on mine. I’m hesitant to use a dealer that may be more inclined to focus their service on sales, instead of servicing my car. But I received a gift certificate for a simple oil change and tire rotation, so made an appointment.
Brought my vehicle in 5 minutes before appointment time and checked in, told to have a seat. After an hour and a half goes by, I ask the service coordinator if it will be much longer, she acts perplexed, says just a minute and goes about her business. 20 more minutes go by as I irritably pace about their sales floor and she (Kathryn) finally apologizes that they got backed up with the oil change, but it shouldn’t be too much longer. I explained the point of making an appointment is so that I wouldn’t have to wait. But it definitely would have been much better to hear that news 30 minutes in, about the time I expected my car back.
Instead, it’s been over two hours since I checked in for my «appointment» and I’m still waiting to get my car back and my phone is now down to 5%, so I will post this review and then go about staring at the wall, amazed by the incompetence.
I have previously used Jiffy Lube for oil service and have never waited more than 15 minutes. Who cares if they wash your car for free if it takes them two hours to do it.
I will definitely not be using my second gift certificate here.
UPDATE: I finally got my car back 2:30 hours after arriving. It was still dirty, I told them I no longer had time to wait for them to wash it. Kathryn apologized and gave me the oil change at no charge. For that reason, I increased the rating to two stars.
I understand things happen, but some mitigation is necessary when they do.
1) When I made my appointment, I provided them my make and model of my car, the exact service being requested, and my contact information. This appointment should have ensured all the necessary parts, supplies and staff were on hand. But I was told they had to go «offsite» to get my oil and filter, since it wasn’t a Honda.
2) As soon as a delay will happen, the service coordinator should inform and apologize to the customer. I had to approach them after waiting 1:30 hours.
3) Since the car was sitting there not getting worked on for two hours, they could have washed it then, instead of expecting me to wait even longer.

I have been putting off getting my recalled parts replaced on my Honda Element for the last year. I called Honda of Sumner and spoke with Jeff. He recommended his technician Alex Acosta to do the job. They got me in fast and completed the job in a timely manner so I wasn’t sitting around all day waiting. Thanks Honda of Sumner.

Had a great experience with a 60,000 mile check. Jeff Douglas was very helpful and answered all my questions!
Thank you!

EDITING this review because their response was entirely unhelpful. If they take an «honest» approach to trade ins, why would their sales people have gone back and forth multiple times on the price? Why give me a lowball offer to begin with? Typical sleazy car sales tactics. Stay away from this place and go to Volkswagen of Olympia instead for a fair trade-​in value and better-​priced new vehicles!
ORIGINAL REVIEW:
I had a very negative experience at this dealership.
I went in to look at a TDI Volkswagen Golf that had been on the market for almost 100 days. I was interested because the price was excellent, which was necessitated by the Volkswagen diesel scandal. I was initially put off that the first sales person I talked to didn’t seem that interested in showing me the car. Typically when you go to dealerships, the sales people are keen to show the cars features, trunk space, etc. I had to ask to look at these things. The test drive was fine, and I really did love the car.
When we returned to the dealership, they looked at my car for its trade-​in value. In «good» condition, the KBB value was around $ 13,500. In «fair» condition it was about $ 1000 less. I did have a dent in the hood, which was appraised by various auto body shops to cost $ 1400. So I went in wanting around $ 12,000 for the vehicle if I didn’t have to fix the dent myself. They initially offered me $ 8,000 (!) because they claimed they had to buy it at «wholesale price» or «as if we were buying it at an auction.» This was very upsetting to me, and I pushed back against that. Their best offer was $ 11,600 if I fixed the dent, so effectively $ 10,200. Meanwhile, the internet sales manager acted as if she was doing me a huge personal favor for bringing up the trade in value that high. I realize that they probably wanted to recoup the cost of lowering the price of the diesel vehicle (I work in business analytics, I know how these things work), but frankly the fact that Volkswagen diesels are hard to sell right now isn’t MY problem, and I shouldn’t have to lower the trade in value of my car because of that. I ended up walking away from the dealership, even though I loved the car. I was actually crying at the end of the experience because I was so frustrated and angry.
The ironic thing was that they proudly display a big sign in their entry way that according to KBB Hondas have the best resale value of any other car. But they offered me a very low price on my 5 year old, 59,000-mile Honda.
The next morning, Theresa (internet sales) called me to tell me that someone was «flying in» to see the car that night, but if I still wanted it they would sell it to me. However, they wouldn’t offer me a better deal on the car. After this I definitely didn’t want to buy a vehicle from them just on principle! This was basically one of two situations:
1. Someone was in fact flying into the Seattle area with the purpose of buying a vehicle, and they were willing to sell it out from under them. What a sleazy thing to do.
OR
2. They were lying to me in order to make me afraid to lose the car. Which would also be incredibly sleazy.
When Theresa called me, I was actually at Volkswagen of Olympia looking at a 2016 VW Jetta Sport, which I ended up purchasing. My experience there was like night and day compared to Honda of Sumner, and I would highly recommend it (I just reviewed it earlier this morning here:
. They took my used Honda for exactly what I wanted, and got me an amazing deal on a brand new car.

Will never go to this dealership again and I have purchased a car there before. Their service department is horrible and not at all concerned about customer service or taking care of the customer. They try to sell you service that is not necessary and do not do a thorough job with the service they are paid to do.
I will be telling Honda when they do their survey that they are the worst, even though they asked for a good rating. I will also be letting anyone I know with a Honda that they are horrible. When you give poor customer service, people can do a lot of negative advertising — too bad they didn’t figure that out and provide the sort of service I would expect from Honda.

This is exactly the kind of outfit the phrase «Buyer Beware» was coined for. Particularly bad is Theresa Vincent, their internet sales person, but the dealership is complicit. They advertise 0% financing, but it is a bait and switch. In particular, Ms. Vincent sent me an email quoting a price on a new vehicle AND advertising 0% financing. Asterix says «cannot be combined with any other offer.» So I called to verify before driving down. I verified the price quote, including all the accessories I wanted. I verified (three times!) that I could get 0% financing. Yes, subject to credit. On my arrival, Ms. Vincent added another condition — 0% financing was not available at the price I was quoted. «I didn’t say that price AND 0%. I said that price was available and 0% was available, but I never said you could have both.» She was unapologetic and rude.
Apparently the customer is supposed to deduce that the quoted price constitutes «another offer». but clearly the whole scam is based on Rairdon’s KNOWING most customers will NOT figure that out until they have you in the showroom where they can subject you to pressure tactics. It quickly became apparent that, even at full sticker price, Rairdon’s would try to avoid the 0% — they wanted $ 15K down, whined about credit qualifications, etc.
I have no desire to enter into a business transaction with inherently dishonest people, so I left. I purchased my car from Hinshaws in Auburn, where I was treated respectfully and given a better deal than even the lowest price Rairdon’s quoted. My credit earned the best rate, so Rairdon’s was scamming that also.
Misleading and deceptive advertising is a violation of the Washington Consumer Protection Act. I am forwarding the email offer I received to our Attorney General.

We just purchased a Honda civic 2015 EX-​L from these guys the sales staff was awesome easy to work with all in all a typically difficult transaction was made fairly smooth I would definitely deal with them in the future.
Glenn

I emailed Mr. Adkins on the 26^th of June and I’m still awaiting his reply. Today is the 7^th of July according to my calendar. The car is still leaking a decent sized spot in my driveway every day. It’s looking like that cheap oil change is going to be costing me much more than I ever thought in the long run.

The service department has very good customer service skills. The sales folks — not so much. I was genuinely shocked at the way we were treated. I have an Accord, will most likely buy another Honda but will be doing so at South Tacoma Honda. The sales staff should get some customer service training. It would be a good investment.

This review is technically about Jay Lee Honda, but the interactions that we had with the new dealership were somewhat problematic too, so I still wanted to leave a review. Jay Lee Honda sold us an extended warranty (for over $ 2k) that seems to be somewhat worthless (fine print) — it did not cover a mechanical failure in our Honda Fit that is somewhat common and now we’re facing a repair that Honda of Sumner’s service dept quoted at $ 6k; this is despite the fact that the sales dept at Jay Lee said this was a «bumper to bumper» warranty. The new service department did try to contact the warranty holder and also Honda directly, but after dead-​ends there they ended up not being able (or willing?) to do much of anything for us (I should specify that in my opinion, the only satisfactory outcome would have been for them to cover the fix, less our $ 100 warranty deductible). They also kept our car for over a week which, as it’s our only car, was a large inconvenience. Customer service seemed sort of «meh.»
ETA: When I contacted the warranty holder, they informed me that this dealership is still technically the same as the one that went out of business, which is confusing because Honda of Sumner said there was no connection.

After learning of the trade in value of my car, I decided to wait a bit before buying anything new. when I told the sales person this, she was not happy. I asked for my keys back because I had to get my son to school. I waited an hour before having her paged (my mistake), she then returned my keys. I remembered the next day that she still had my registration, when I called and asked for it, I was told that she lost it. I left 2 messages with managers, no phone call back then about a week later I received a follow up call from a co-​worker, she said they had my registration and would put it in the mail… it never arrived. When I called to ask if she did put it in the mail, she was very rude.

New management totally worthless
They don’t need customers I guess !!!
Do go there they do not want to be in business.

WOW — kinda a rip off in terms of what they charge for service. I called to check the cost on the 15K service for my Ridgeline (what is called the B — 1 — 6 service). They quoted me $ 249 + tax + «shop materials fee» + «disposal fee» — estimated total around $ 275 — $ 300. And they told me it would take several hours. No loaner, no shuttle. It felt like a car salesman trying to sell me service. «you need that undercoating, and the financing, and the …»
I called Honda of Fife — same exact service was $ 143 + tax + oil disposal. My total was $ 165 or so. They scheduled a time for me to come in. They did the service while I waited — took 58 minutes from drop-​off to paying. PLUS THEY WASHED MY CAR FOR FREE!
Head over to Fife and you might save some money & get better service.

I was very frustrated with my last few experiences with honda of sumner.
Every Time I have came in for routine maintenance I am told that I have something else wrong with my vehicle that they have found upon their «multipoint inspection». I have grown numb to the «issues» they find since sometimes it’s the same ones that were found the service prior, and at other times it’s a whole new problem. This leads me to believe that the «issues» that’s are being found are not actually critical, but in contrast just a ploy to up sell me on more service.
My most recent experience had to do with the airbag recall that my vehicle was affected by. I tried THREE separate times to schedule an appointment with a service advisor, each time I was told I would have to call back another time or leave a voicemail for them to call me back. After leaving a voicemail on the FOURTH try, I received a call back a few hours later.
I asked if the parts were available if both airbags needed to be replaced. The service advisor reassured me that «Honda took care of their customers» and «there were parts available».
Come to find out, both airbags had to be replaced and the drivers side airbag was on back order. The passenger side airbag was replaced, but the airbag cover was not installed correctly and there was a corner that was not snapped in place. When I picked up the car, the service advisor proceeded to tell me that both airbags had been replaced. I told her that was not what I was told over the phone… She retracted her statement once she actually read the paperwork.
Since the drivers side airbag was unavailable at this time I was told I would be notified once the part came in. The following week I had to go back in (after trying to schedule an appointment by leaving a voicemail; again) to have the second airbag installed.
I also noticed that there are different service advisor’s nearly every time I have had my vehicle serviced. This gives me concerns at why there is a high turnover rate upon the staff.
Subsequently I am rather concerned about the type of competence the service department at Honda of Sumner has. I do not feel safe or comfortable to bring my vehicle back to Honda of Sumner.
–Customers should be able to talk with someone if they need to speak with an advisor over the phone. Leaving a message makes the customer, have to make themselves available to the dealership when the advisor calls back. THAT’S NOT HOW CUSTOMER SERVICE WORKS!
–The service performed should be complete, and the customer should not have to finish the job, in my case trying to shove the airbag cover back into place.
–The multipoint inspection should be accurate and trustworthy. Not hit-​and-​miss with what is/​is not recommended to be done.
–The service advisors should have accurate information given to the customers, especially if the customer is asking questions. If the advisor does not know, lying to the customer doesn’t help the situation.
–John

For the service department–
I was in and out in less than half hour for an oil change on a Friday afternoon, without an appointment. Nice friendly service, price is better than drive-​thru oil change stations and the work was done right– hits all the checkmarks.
I have tried three Honda dealerships so far for servicing; with my initial experience I was impressed (relatively speaking) when comparing Sumner to the other Honda dealers in the area.
–Good price
–Friendly
–Efficient!
Might have finally found a Honda dealer where I don’t feel nasty spending money at.
Thank you