Customer Testimonials

It was great O Mschan cool salesman if ever needed another car I would come back

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About a month ago, I gave Townsend Honda the easiest car sale of their life, and purchased a used 2023 Civic Type R over the phone. I knew everything I wanted, and got the sell done within an hour. Since then, it has been a series of lies, dishonesty, and sheer apathy from the dealership (shocker!). Disclaimer: I paid almost $10k over MSRP for a used Type R. Shame on me, yes. Also, shame on the dealer for it. While it falls under a “don’t hate the player, hate the game”, it’s still shady. Again tho, I did it- ... Read More

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DealerRater - Dec 13, 2023

About a month ago, I gave Townsend Honda the easiest car sale of their life, and purchased a used 2023 Civic Type R over the phone. I knew everything I wanted, and got the sell done within an hour. Since then, it has been a series of lies, dishonesty, and sheer apathy from the dealership (shocker!). Disclaimer: I paid almost $10k over MSRP for a used Type R. Shame on me, yes. Also, shame on the dealer for it. While it falls under a “don’t hate the player, hate the game”, it’s still shady. Again tho, I did it- so I can’t really complain. What I can complain about is that I paid to have the car delivered to me. When it was delivered, the gas tank was on E, with less than 38 miles to empty. That’s not something you expect from a $53,500 purchase. I paid $200 for Honda care service (which should already come with the car, but whatever). I attempted to use the care at my local Honda, and it’s NOT redeemable at all locations- even though Brian LITERALLY told me it was. It is ONLY redeemable at Townsend Honda. So, it’s useless! Why did I bring the car in, you ask? Because the second gear is grinding, and the clutch is already beginning to slip (On a car with 3k miles!) The dealer sold it to me in this broken conditions anyways, without disclosing it. I now need to fight Honda about replacing the ENTIRE CLUTCH on my $53,500 purchase. This repair was quoted at over $9,000, and not covered under warranty. The dealer either willingly sold me a broken car, or wasn’t intelligent enough to know what a broken car looked like. Either way, DO NOT BUY FROM TOWNSEND HONDA! Townsend also charged me more than they legally should’ve for the sales tax. I brought it up to Brian, the sales associate, numerous times. Even after that, he leaves my messages on read, and ignores the refund (we are talking ~$250 petty dollars on a $53,500 purchase that the dealer is keeping). He even told me to “stop texting” him. That being said, I’ve already contacted the Better Business Bureau and Honda. I’ve filed a report, complaint, and now debating on a civil lawsuit. I’ll be honest. I’ve been in the US Air Force for about 7 years now, and this dealership takes the cake for apathetic attitudes towards their customers (and military members are used to being shafted by dealerships). Buying a car is SUPPOSED to be a fun, few in a lifetime experiences. But the experience has been anything but with Townsend. PLEASE- don’t make the same mistake I did, and DO NOT BUY A VEHICLE FROM TOWNSEND HONDA!

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Great customer service. Listened to what we wanted in a car. Trade in was easy and walked in found what we wanted and drove home! Fast and friendly!!!!

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Mr.McShan is very helpful and informative. He was very patient and attentive to my needs and wants. He explained every step of the process of purchasing my new vehicle.

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On my visit to Townsend Honda, Mr. McShan was very helpful with our car buying process. He was attentive to my daughter’s questions and made her feel comfortable with the car.

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We pulled into the parking lot and saw an all black and tinted out Honda Accord Sport and it was very eye catching. McShan walked up and greeted us with a smile and hand shake and I knew at that point it was going to be a great day. As we walked and talked, he showed us a brand spanking new 2022 Honda Accord Sport and it is a Still Night in color. My heart started beating fast because I knew this was the one for us. I’m very pleased with McShan and he’s by far one of the ... Read More

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DealerRater - Dec 18, 2022

We pulled into the parking lot and saw an all black and tinted out Honda Accord Sport and it was very eye catching. McShan walked up and greeted us with a smile and hand shake and I knew at that point it was going to be a great day. As we walked and talked, he showed us a brand spanking new 2022 Honda Accord Sport and it is a Still Night in color. My heart started beating fast because I knew this was the one for us. I’m very pleased with McShan and he’s by far one of the best salesmen I’ve ever dealt with over the years. Nothing less than 5 stars from us.

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McShan and Brian were awesome…best and easiest experience…made me feel like family and no pressure …one satisfied customer right here

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I just left Townsend Honda, & my experience was nothing short of amazing! I worked with McShan & he made sure I left with my dream car!

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The new female shuttle driver needs to be TRAINED, what is the point of offering a courtesy service that falls short of meeting customer expectation/service. I literally was the only person who needed a ride at 8:00 AM on 2/25/22 and she did not try and did not take me to work. Unacceptable service and attitude, she never came out the office nor let me know of a time frame, not 1 word, just unprofessional. Also, I put the tire lug bag from my glove compartment in my cupholder when I dropped my car off but when I got my car back, ... Read More

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DealerRater - Mar 3, 2022

The new female shuttle driver needs to be TRAINED, what is the point of offering a courtesy service that falls short of meeting customer expectation/service. I literally was the only person who needed a ride at 8:00 AM on 2/25/22 and she did not try and did not take me to work. Unacceptable service and attitude, she never came out the office nor let me know of a time frame, not 1 word, just unprofessional. Also, I put the tire lug bag from my glove compartment in my cupholder when I dropped my car off but when I got my car back, the bag was missing and the technicians all claimed that they did not see it nor did they have it but that was a lie bc someone used it to rotate my tires. This place is becoming a disappointment for service, technicians take no accountability for losing necessary car items. As if I don't need the items in the bag to change a flat if one was to occur. Townsend Honda please get it together and get ppl that wan to work.

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I stopped by Townsend Honda on December 11, 2021. I was searching for a red Honda Accord. I had a certain one in mind. I wanted a red 2021 or 2022 sport. I didn't have alot of time. I drove into the parking lot and was greeted with a smile by McShan. He asked me what I was looking for and I told him. He laughed because I knew it wasn't going to happen. He did accommodate me well with explanations and inventory that was on the lot and what was in transit. He gave me his card and told me to ... Read More

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DealerRater - Dec 20, 2021

I stopped by Townsend Honda on December 11, 2021. I was searching for a red Honda Accord. I had a certain one in mind. I wanted a red 2021 or 2022 sport. I didn't have alot of time. I drove into the parking lot and was greeted with a smile by McShan. He asked me what I was looking for and I told him. He laughed because I knew it wasn't going to happen. He did accommodate me well with explanations and inventory that was on the lot and what was in transit. He gave me his card and told me to give him a call if I had any further questions. A few days later he called me to see if I found what I was looking for? NOPE was my response. He told me the 2022 Silver Honda Accord Sport was calling my name and it was waiting on me. He sent pictures and I showed it to my husband and I agreed that I would look good in that specific color after all. Fast forward to December 18, 2021. I became the owner of a Silver 2022 Honda Accord Sport. My husband informed me that McShan was friendly, very knowledgeable and professional. He made sure to tell me all the documents that were needed for purchase. He gets 5 stars!!!!!!!!!!!!!!! Merry early Christmas to me. LOL

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Great working with Mcshan. Very helpful and honest. Thanks Mcshan. Check them out. They will treat you right.

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The Sales person I mentioned above went above and beyond his duty to make sure I was please and happy with the deal I got and I'm very happy to recommend him to others seeking to purchase or lease a new Honda

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Horrible experience with Brian the finance manager. Not professional at all. Customer service is terrible. Service department needs to improve. No one is on one accord. The general manager would not even speak with us to hear our concern. Will never shop here again or recommend this dealership. Mr JJ taylor is the only reason why I’m not putting a worse review. He at-least tried to get the issue resolved. At this point beware of Brian the internet sales manager the service department has issues and management will not speak with you. This dealership’s management is willing to ... Read More

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DealerRater - Nov 2, 2020

Horrible experience with Brian the finance manager. Not professional at all. Customer service is terrible. Service department needs to improve. No one is on one accord. The general manager would not even speak with us to hear our concern. Will never shop here again or recommend this dealership. Mr JJ taylor is the only reason why I’m not putting a worse review. He at-least tried to get the issue resolved. At this point beware of Brian the internet sales manager the service department has issues and management will not speak with you. This dealership’s management is willing to take your money but not hear your concerns. Buyers beware. I usually never post negative reviews, but after almost 2 weeks of this nonsense, something had to be said. WILL NEVER RECOMMEND

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I was very displeased with my service at this dealership. I visited this dealership in August 2020. While there, I attempted to get information on a 2020 Honda CR-V XL-E. The salesman would not give me information because I wasn’t going to buy until a few months later. They did allow me to test drive, however, the salesman did not show me the car. He gave me the key, set me up with a rider from the dealership, and told me to go drive it. I ended up using Tameron Honda in Birmingham a few weeks later. I did not have ... Read More

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DealerRater - Oct 31, 2020

I was very displeased with my service at this dealership. I visited this dealership in August 2020. While there, I attempted to get information on a 2020 Honda CR-V XL-E. The salesman would not give me information because I wasn’t going to buy until a few months later. They did allow me to test drive, however, the salesman did not show me the car. He gave me the key, set me up with a rider from the dealership, and told me to go drive it. I ended up using Tameron Honda in Birmingham a few weeks later. I did not have to wait a few months as originally planned. Never know when a buyer may change their mind. This dealership acted as if they did not want to sell a vehicle. I did contact the manager and he only apologized for how I felt, not for his salesman’s poor attitude and customer service.

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Townsend Honda Service Department lacks communication skills when dealing with customers. On August 16, 2019 I dropped my car off to get an oil change, I got a call shortly after stating that the inspection that they do, everything checked out fine and Terry told me where my brake level number was 8/5 for the front and back brakes. Then he proceeded to tell me that since my car was at 60,000 miles that they recommend a brake flush and transmission flush. I told him I would bring it back to get it done. I caught a ride on my lunchbreak to pick up ... Read More

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DealerRater - Aug 22, 2019

Townsend Honda Service Department lacks communication skills when dealing with customers. On August 16, 2019 I dropped my car off to get an oil change, I got a call shortly after stating that the inspection that they do, everything checked out fine and Terry told me where my brake level number was 8/5 for the front and back brakes. Then he proceeded to tell me that since my car was at 60,000 miles that they recommend a brake flush and transmission flush. I told him I would bring it back to get it done. I caught a ride on my lunchbreak to pick up my car and at the checkout window he reminded me again that they noted on my paper regarding the flushes and I said ok and paid, thinking that he informed me of everything that’s important and needed attention. “Fastfoward” to August 20, 2019, as I was putting my work bag in the car, I glance over the slip before putting it in my glove box and I noticed in the comment section with a star beside it that my windshield sprayer was inoperable and splash shield was damaged on arrival. So, I’m like well I don’t know what the splash shield is so how do I know if it really was damaged when I dropped my car off. Also, I was disappointed that they didn’t feel the need to tell me that my windshield sprayer did NOT work so I could have got it repaired why they had my car. The communication Sucks bc it makes no sense to me for Honda to call and tell me about a recommendation and NOT say one word about the two things that are current issues, I mean seriously who does that….POOR customer care/service. My first Honda was from Moore Stewart Honda in Selma and I can tell you the service is like night and day regarding communication. This is like the second incident which never posted the first which I hate I didn’t. Just Saying. I spoke with Jack Fleming and still waiting on a response/resolution which at this point chances are slim. People choose them at your own RISK and if you don’t care about how you are treated as a customer when we are the reason, they even have a job. They forget if we didn’t purchase from them and choose to service there, where would they be working.

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The request was made on May 19th. Today is June 18th. Financed through BOA .THE BANK SAID IT WAS CANCELED ON MAY 19TH BUT THEY HAD NOT RECEIVED PAYMENT. ALSO SAME DEAL WITH GAP. APPARENTLY THE DEALERSHIP HOLDS THE MONEY FOR EXTENDED WARRANTY. ALSO FOR ANYONE WHO IS NOT AWARE OF THEY INCLUDE AN EXTRA 500$ TO EX WARRANTY CALLED OIL CHANGES. I HAVE NOT BEEN ABLE TO GET DEALERSHIP TO RETURN CALLS.I WILL BE RE PORTING TO BBB. WORST SERVICE EVER.

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WORST customer service ever! Biggest mistake was trusting that the car was inspected before I bought it. 4,000 miles later the car has $6,700 worth of things wrong with it and Townsend is accepting no fault. From the mouth of the inspector, "Whoever sold you this car should have known all these issues and should be ashamed of themselves." I was told a LIE when it was sold and they accept no accountability...but they gladly will TAKE your hard earned money!!!

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Purchased a auto received free oil change..had oil changed in July 2017 next morning slipped on oil that had leaked out of my auto broke my wrist. Called dealer they said bring to them they would check for the problem I said no there was no oil in my car they needed to have wrecker to pick up i was on by way to hospital. I called several times always voice message for service manager and owner/manager B Townsend the same no calls except to tell me car was ready to pick up oil drain plug not tighten. This ... Read More

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DealerRater - Aug 23, 2017

Purchased a auto received free oil change..had oil changed in July 2017 next morning slipped on oil that had leaked out of my auto broke my wrist. Called dealer they said bring to them they would check for the problem I said no there was no oil in my car they needed to have wrecker to pick up i was on by way to hospital. I called several times always voice message for service manager and owner/manager B Townsend the same no calls except to tell me car was ready to pick up oil drain plug not tighten. This business is awful I hope that they know word of mouth can make or break you,,I wouldn't treat a dog the way I was treated by this dealer....

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All we needed was a nut taken off the spare tire and the person said why is my problem you don't have the special nut to take it off. The four tires on the car don't have the special nut.

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Very helpful and worked fast will definitely be back for another car. Tim explained everything and got my wife and I in the car she wanted.

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I had a very good experience at Townsend Honda. My 06 Honda Accord was totaled a few weeks ago, and Tim Jones very patiently showed me all the new features the Honda has to offer, and allowed me to test drive one. He willingly worked with me on the price, and patiently waited on me to choose a color. Corwin Sledge also did a wonderful job as well! I was very pleased with my experience and I absolutely LOVE my car.

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Tim Jones is a great salesman. He goes out of his way to make sure everything goes very smoothly. I talked to him by phone on a Monday afternoon about the Honda Civic I wanted. When I got off on Tuesday I went to Townsend Honda and walked in and signed papers. I was out the door with new car in less than a hour.

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The team at Townsend Honda are more than flexible! I had one vehicle for a few days and took it back deciding that another one would be better. I can't hardly imagine purchasing a vehicle anywhere else!!

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Thanks to Tim Jones & Corein Sledge purchasing a vehicle at Townsend Honda was a great experience! I have purchased several cars from Tim over the last several years and I couldn't ask for a more informed or better sales rep than Tim, thanks for taking the hassle out of purchasing a cat.

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Being 75 has some advantages and many disadvantages, one of the advantages is you have seen and done a lot of business with both good and bad companies. I found the sales department at Townsend Honda to be knowledgeable and friendly. Thus I purchased a 2014 Honda Accord EX-L V-6 in June 2014. During the past year I had noticed a hesitation on acceleration several times and on 18 April 2015 was almost in an accident from the problem when turning left at a light. I took the car in for routine maintenance and told the service writer about the problem. While waiting for the ... Read More

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DealerRater - Apr 30, 2015

Being 75 has some advantages and many disadvantages, one of the advantages is you have seen and done a lot of business with both good and bad companies. I found the sales department at Townsend Honda to be knowledgeable and friendly. Thus I purchased a 2014 Honda Accord EX-L V-6 in June 2014. During the past year I had noticed a hesitation on acceleration several times and on 18 April 2015 was almost in an accident from the problem when turning left at a light. I took the car in for routine maintenance and told the service writer about the problem. While waiting for the vehicle I remained close to the service desk and when the service manager brought the key and threw it on the table and said "Nuttin Honey" I was a bit irritated. After a few words the service manager and I went for a ride with me driving and I demonstrated the problem twice. His response was you will have to get an appointment since I would have to get a Tech involved. I got an appointment and came home and googled the problem and copied entries from all over the country concerning hesitation on the 2014 Honda Accord and took them to the appointment. In the meantime I was contacted by Townsend to see if I had rated them a 5. The answer was a definite no and I explained what had happened. Needless to say when I arrived for the scheduled appointment they knew I was not a happy camper so they did what they could but failed to find or fix the problem according to the information I received when I went to pick the car up. Neither the service manager or service writer was there when I arrived. I was given the key to my car and told it is parked "out there". I looked the immediate area over and went back and handed the key to the person that had told me where the car was and informed him I did not like playing hiding seek games with my car. He took the key and walked off pressing the key trying to get a response and a few minutes later returned with my car. On the way home I looked in the console for my Tom Tom and found it missing. Not a big surprise at this time. I have been burned twice by this dealership and it will not happen again. And I blame myself for the last incident.

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I had totaled my work car the previous day and needed a car asap. My credit score wasn't perfect and they went above and beyond to get me financed. Everyone there was very helpful. By the time I left there that evening I was driving a very nice Honda Accord. When it comes time to purchase again I will definitely be giving them a call.

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My family has purchased 4 cars from Tim Jones at Townsend Honda - and we will purchase others going forward! Tim is honest and friendly - he will work hard to find the car you need!

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My husband and I went last Thursday to look at getting a new car for our 17 year old daughter. We talked to Tim Jones and told him we we're just looking at options and were going to compare Honda, Toyota and Nissan to see what was the best fit for us. He told us all the ends and outs of the car we were most interested in. He pointed out all the pros as well as the cons(which were few). After leaving Honda, we did compare the other two vehicles that were comparable to the Honda. We then ... Read More

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DealerRater - Jul 14, 2014

My husband and I went last Thursday to look at getting a new car for our 17 year old daughter. We talked to Tim Jones and told him we we're just looking at options and were going to compare Honda, Toyota and Nissan to see what was the best fit for us. He told us all the ends and outs of the car we were most interested in. He pointed out all the pros as well as the cons(which were few). After leaving Honda, we did compare the other two vehicles that were comparable to the Honda. We then took all of this info to our daughter, as it was her choice as to which she wanted. The next day, she went to test drive the Honda. She fell in love with the civic ex! And Tim as well! He made her feel important (like she was the one buying it!), made sure she understood all of the features , which were a little overwhelming because this car is so smart and advanced and made sure she was comfortable on test drive. It only took a look and she wanted the car. The only draw back was eh color wasn't her first choice. He had explained how few of them were avaliable but that he would try to get the color she wanted most, as she have him three options. Late Friday evening, after the dealership had closed, Tim sent a message with pictures of the car she wanted the MOST, sitting in his lot!! I cannot explain how happy that made my baby girl! She will get to pick her car up in a couple of days .... Because of our work schedules. Tim went out of his way to get THE CAR she wanted! I cannot say enough wonderful things about him! He is a Gid send to everyone who has the pleasure of dealing with him. This has been by far the best experience buying a new vehicle.

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I love my Honda Civic and really appreciate the great service I received. Tim Jones and Debra Dillon were both so helpful and so friendly. It was the quickest, most painless and most fun car buying experience I've ever had. I will definitely be back for my next vehicle!

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I traded my Toyota Sequoia for a Honda Odyssey and it was one of the best decision I have ever made. I was greeted at the door by Tim Jones and I was in good hands from there. The process went smoothly and I got a great deal. I was very impressed with the process. I would highly recommend Townsend Honda and Tim Jones for next car purchase.

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Hard to believe one can describe buying a car as pleasurable, but it was, great dealership. Tim Jones is terrific. No hassle. no pressure. Recommend to anyone looking for a car.

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He has a crazy sense of humor and is very helpful when it comes to chosing the right vehicle for your needs. Thankful that he made me consider another mini van. Our family is loving it.

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I had a great experience at Townsend Honda. Tim Jones was very helpful and answered any questions I had about the car I was interested in and would later purchase. He calls to check on my car from time to time to make sure I am still enjoying it. I highly recommend checking out Townsend Honda next time you are considering purchasing a car.

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Tim helped us replace a car that had been totaled in an accident. He found us the perfect used CRV at a price we could manage. The finance manager and other staff were terrific, too, and made us feel like part of the family. Tim followed up with us after the purchase to be sure everyone was OK, and recently, he even touched up some ugly door dings for me! I would highly recommend Tim to anyone looking to buy a car.

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We had great experiences with Tim Jones. He worked to find us exactly what we needed at a very reasonable price. We have bought 2 cars from him and we will shop there again!

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My new husband and I went to purchase our first car. Tim was super helpful and friendly. He was very honest with us. We came in knowing nothing about buying a car and left feeling like we learned a lot and got the best deal for our money. The whole process was very quick and we are very happy with our purchase. Tim even checked up on us a couple months later to make sure we were still happy with it. Great customer service! Being young, we had bad experiences at other dealerships (I.e. People not taking us seriously, ... Read More

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DealerRater - Jun 9, 2014

My new husband and I went to purchase our first car. Tim was super helpful and friendly. He was very honest with us. We came in knowing nothing about buying a car and left feeling like we learned a lot and got the best deal for our money. The whole process was very quick and we are very happy with our purchase. Tim even checked up on us a couple months later to make sure we were still happy with it. Great customer service! Being young, we had bad experiences at other dealerships (I.e. People not taking us seriously, thinking we were kids who just wanted to test drive the cars for fun), but Tim treated us like adults and serious customers, which we were. Tim and Townsend Honda will definitely get our business again!

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I feel like Tim is an upstanding guy! He has always gone out of his way to help us, even going with us to other local, partnering dealerships to ensure we got the right car for our growing family. He is knowledgeable. The financing staff member (whose name I am unable to recall, Bill, maybe) was great and got us financed with a great rate even when financing looked doubtful (we have only financed our home prior to this). Overall, Townsend Honda has been wonderful! I would definitely recommend starting your car search here!

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Tim was great! He was very friendly and helpful. I love my new Honda CR-V! They helped me get the one I really wanted. Thanks again! 🙂

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Went to buy a car but so happy I didn't. Was getting a 2011Honda accord from Debra. She was so sweet (which was an act) like she really wanted to help me. When I got to finance the guy started trying to get me to purchase Extra Gap so I told him I was going to wait and see if I wanted it or just find another car. Had written a check to them and told Debra to hold it and not deposit and she said ok. To make the story short they took money out of my account ... Read More

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DealerRater - Nov 20, 2013

Went to buy a car but so happy I didn't. Was getting a 2011Honda accord from Debra. She was so sweet (which was an act) like she really wanted to help me. When I got to finance the guy started trying to get me to purchase Extra Gap so I told him I was going to wait and see if I wanted it or just find another car. Had written a check to them and told Debra to hold it and not deposit and she said ok. To make the story short they took money out of my account for a car I never took off their car lot. Cliff the manager was not understanding and seemed as if I was his problem. I incurred an returned check fee and never told them to deposit the check. The sales team there are very unprofessional and only want your money. Townsend Honda sucks!!

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I have been getting work done on three family Hondas at Tuscaloosa Townsend for many years and have now bought two Hondas there in recent years. The attention I get from the staff is always courteous and honest. Staff appear to know their jobs well so that any technical questions get ready answers. Special deals on work done there for me have been the rule. I often come by in person and ask questions or schedule work to be done in an informal way. My problems always get resolved to my satisfaction. Working with the sales staff has been a ... Read More

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DealerRater - Oct 27, 2013

I have been getting work done on three family Hondas at Tuscaloosa Townsend for many years and have now bought two Hondas there in recent years. The attention I get from the staff is always courteous and honest. Staff appear to know their jobs well so that any technical questions get ready answers. Special deals on work done there for me have been the rule. I often come by in person and ask questions or schedule work to be done in an informal way. My problems always get resolved to my satisfaction. Working with the sales staff has been a pleasure as well. They know their product and are eager to please. I would recommend this dealership highly for the staff and the wonderful cars.

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I found the perfect car for me and also got car insurance for half of what I had been been paying for an older vehicle!

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We started looking for a smaller vehicle for my husband to trade his truck for. We had lots of specifics that we needed, such as, excellent gas mileage and that it would be able to fit 3 carseats in the backseat. Tim helped us find just the right thing, after LOTS of looking! It was a good price and has saved us lots on gas already. We enjoyed working with Tim because he wasn't satisfied until he found us just what we needed and he was friendly without being pushy.

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I was initially looking for a car for my son. Then Tim introduced me to my baby... My 2010 Acura TL is now a part of our family. I ended up giving my Honda Accord to my son and now we are all happy. Thanks for everything Tim, you are the best!

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While Honda strives to sustain an image as a provider of beautiful, reliable and well-serviced vehicles, you need to be given an opportunity to address the shoddy treatment I received related to my recent purchase of a 2013 Honda Accord EX-L Coupe. After you read my step-by-step account, I hope you are embarrassed and outraged at the appalling customer service I received from Townsend Honda in Tuscaloosa, Alabama. I paid cash for a showroom-floor model at Townsend Honda in Tuscaloosa, Alabama, a few weeks before relocating from Mississippi to Virginia. I purposefully purchased a new vehicle because I did not want ... Read More

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DealerRater - Mar 29, 2013

While Honda strives to sustain an image as a provider of beautiful, reliable and well-serviced vehicles, you need to be given an opportunity to address the shoddy treatment I received related to my recent purchase of a 2013 Honda Accord EX-L Coupe. After you read my step-by-step account, I hope you are embarrassed and outraged at the appalling customer service I received from Townsend Honda in Tuscaloosa, Alabama. I paid cash for a showroom-floor model at Townsend Honda in Tuscaloosa, Alabama, a few weeks before relocating from Mississippi to Virginia. I purposefully purchased a new vehicle because I did not want to have car maintenance concerns in my new location. Yet what should have been an exciting occasion turned into a deplorable affair that has sapped time, energy and money from me – a first-time Honda owner. Knowing what I know now I should have walked away from the car and purchased another make and model from another dealership. Showroom shocker: Gouge on the rim of the showroom car On Monday, January 21, 2013, while inspecting the car positioned proudly on the showroom floor, I found a noticeable scratch/gouge on the left rear rim. Upon informing the salesman, he said in apparent surprise, “Point it out to me.” I’m not a car salesman, but I would think the dealer would give the vehicle a thorough walk-around prior to putting it on the showroom floor to be sold. The showroom vehicles should be spectacular, not questionable. However, I purchased the car with the promise that the gouge would be repaired on the rim, and ultimately, the dealership replaced the flawed rim with an unblemished rim from another new car. Day-after surprise: Rust on chrome and paint The day after I purchased the Coupe, I noticed little spots of rust all over the chrome trim pieces around the driver and passenger side windows. I also found rust on some of the paint. I contacted the local Honda dealer (Carl Hogan Honda, in Columbus, MS), and they told me to bring the car by so they could look at it. When Carl Hogan Honda assessed the rust, I was told to take the new car back to the dealer from which it was purchased, since it was in a “different zone,” even though the dealerships are only 60 miles apart. Carl Hogan Honda informed me that the chrome trim and body paint had “Rail Rust” on it. Therefore, I drove an hour to Townsend Honda, to be told the solution was to send the car to the body shop to have the rust spots buffed out. I would have expected profuse apologies for rust on my showroom-model new car, but was instead left with the worry that they could not buff out the rust without scratching the chrome trim. Ridiculous faux pas: Loaner car without fuel Townsend Honda provided me with a loaner car that had no gas in it. I was so frustrated about the rust spots and chrome buffing, that I didn’t even notice the fuel gauge was on empty until I got down the road. Fortunately, there was a gas station nearby, but this negligence truly irritated me. Service gaffe: No telephone call about service status I was told by the service department that I would receive a call when my car was ready to be picked up, but I never received a call. I had to call them back on Friday afternoon, January 25, four days after my purchase. By the time I got a chance to call Townsend (I was doing my job, hoping the dealership would do theirs), it was too late to return before the service department closed. I told them I would be there on Saturday morning, January 26, to pick up the car. Body shop blunders: New scratches and buffing compound streaks When I arrived and inspected my car, I was shocked to see fresh scratches in the chrome trim, along with a large scratch on the spoiler and the hood of the car that wasn’t there when I dropped off the car. As I continued walking around the car, I noticed small scratches in the rear passenger-side window, white spots on the hood, and white streaks running down the front quarter panel. This appeared to be residual buffing compound that was left by the body shop. I was unable to rub out the white marks. Service catastrophe: Nonchalance and rudeness When I called attention to these issues to the service department members, they did not seem concerned, and said they could not attend to it until Monday. I immediately requested to speak with the sales manager, who is the Townsend Honda dealership owner’s son. The sales manager also did not show any signs of urgency to assist me with correcting the problem. In fact, it seemed as though I was inconveniencing him, given his terse and flippant communication style. I asked the sales manager why the rust was not caught prior to the car being placed on the showroom floor for sale, and he immediately got defensive and started throwing the blame back on me, the customer. He actually said it was my fault for not catching it before I purchased the car! No apologies for selling a flawed vehicle. No apologies for my inconvenience. Once, again this showed me the lack of customer service this employee and dealership as a whole has toward their customers. We agreed to keep the car at Townsend Honda until they could get replacement parts for the damaged areas on my new car. The sales manager told me that I would hear from him at 9:00 a.m. on Monday, January 28, to let me know how they were going to fix the damage to my car, which included: • Damaged deck lid/spoiler • Scratched window • Scratched chrome trim pieces • White spots/marks on the hood and quarter panels The seventh blunder: No return call about service status—again Monday morning came and went without a call to me from Townsend Honda. Once more, I had to contact the dealership to follow up. How sad that I, the customer, had to initiate the service. I asked how Townsend Honda would compensate me for my time. Townsend Honda agreed to: • Provide me with a 3-year maintenance plan • Replace the deck lid/spoiler • Completely detail the car of all the scratches. The service department said they would contact me on Tuesday morning to let me know when I would be able to come over and pick up my car The eighth error: Incomplete repairs and more damage On Tuesday, I was told my car was ready to be picked up. When I arrived, I noted that the deck lid/spoiler had been replaced, and the large scratch on the hood had been buffed out. However, Townsend Honda was not able to replace the chrome trim or window without cutting it out, and compromising the seal of the vehicle, so they stated. The white spots/marks were still on the hood and quarter panel. The new damage was a nice inch deep scratch on the windshield in the driver’s view. The dealership informed me that the district manager would need to be contacted to look at the damaged paint but unfortunately, he visits the dealership once a month. Since I was leaving the area the next day, Townsend Honda stated they would put me in contact with somebody from a Honda dealership in the area I was relocating to get the damages fixed. So once again I left the dealership with an even more damaged vehicle. End result: severe disappointment in Honda As an active duty military member, I am accustomed to exacting standards. That’s why I chose Honda for my new car: your reputed reliability and customer service. Yet, clearly, I feel I have not been treated as a valued customer by your representatives at Townsend Honda. I feel I purchased a “lemon,” not a beloved “ride.” I should not have spent one minute in a loaner while my showroom purchase was “mended.” I should not have had to point out flaws in a new car, nor be treated with inexcusable unprofessionalism when I did. Do I experience excitement and pride when I drive my new car? No. Instead, I experience frustration and anxiety. I think, what else is wrong with my new car? Are all Honda vehicles this poorly presented? Are all Honda dealers so substandard? I hope you will find a way to make this right and make sure it doesn’t happen to anyone else. (Case in point: When I pointed out the problem with the rim to Township Honda and they replaced the damaged rim with the rim from another new vehicle on the lot, I grew concerned that the dealership merely switched the rims. Is it possible another Townsend Honda car now wears the damaged rim from “my” new car, and an unsuspecting, less observant, buyer will be stuck with it? After dealing with the extreme lack of customer service, at Townsend, I strongly suspect that is the case.) I am curious how you will you rectify my lack of faith in Honda. I am normally a patient, reasonable and calm person. Yet this situation has turned me into a suspicious, angry and bitter consumer. All I want is the car I thought I was purchasing.

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Great service, Fast and quick out.Lease two Cars and hopiing to do third deal Thank you and keep up wit the great work.thank you thank you thank you and thank you AAA+++++++

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Outstanding service from sales person to follow-up service. The Honda products are dependable and meet our family needs. We have an Odyssey, bought a used Accord for one daughter, and will replace a 1998 CRV with another for our other daughter. The staff at Townsend Honda KNOW the products they sell are winners! They do not need to over-sell or pressure the customer. Could we get a better price from another dealer? Maybe. But the Townsend family has earned our trust. They treat the customers with respect and are strong supporter of our community. That is a hard combination to beat.

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Very friendly sales service by Jane. Took us out for a test drive on the Fit and did a good job explaining features - conveys sincerity and honesty. When I decided to buy the Fit I got good advice and a fair price from Brody. Unfortunately, signals got crossed and it had been sold the day before. So Jane offered me a Fit Sport for invoice that had just come on the lot (no base available). That was about $1000 more than I had planned to spend on the base Fit, but I looked at the features and decided it was ... Read More

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DealerRater - Jul 27, 2011

Very friendly sales service by Jane. Took us out for a test drive on the Fit and did a good job explaining features - conveys sincerity and honesty. When I decided to buy the Fit I got good advice and a fair price from Brody. Unfortunately, signals got crossed and it had been sold the day before. So Jane offered me a Fit Sport for invoice that had just come on the lot (no base available). That was about $1000 more than I had planned to spend on the base Fit, but I looked at the features and decided it was a fair price and I could treat myself to a little extra. Jane took care of all the paperwork and made the actual process of buying very simple. I would describe the whole style as straight-forward, sincere, honest, and friendly.

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I would highly recommend Townsend Honda in Tuscaloosa. We have never owned a Honda and my daughter needed something more efficient that her 2005 Infiniti. With Randy's help, I signed a lease on an Accord and the payments were lower than I had planned. Thanks guys so much for all you did to help us. Stacy is thrilled with her new car and ya'll are just down the road if she needs any service.

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I would like to express my appreciation to Selma Hill and Townsend Honda for the professional sales assistance that I received while shopping and purchasing my new Honda over the Memorial Day weekend. Selma provided me with a hassle free opportunity to look at all the vehicles choices at the dealership, answered my questions about the auto options and available choices, then went the "extra mile" to make the purchase process quick and easy. On a side note, my last new auto purchase was from Townsend Nissan in Tuscaloosa. I just "retired" my Nissan after 11 years ... Read More

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DealerRater - Jun 2, 2011

I would like to express my appreciation to Selma Hill and Townsend Honda for the professional sales assistance that I received while shopping and purchasing my new Honda over the Memorial Day weekend. Selma provided me with a hassle free opportunity to look at all the vehicles choices at the dealership, answered my questions about the auto options and available choices, then went the "extra mile" to make the purchase process quick and easy. On a side note, my last new auto purchase was from Townsend Nissan in Tuscaloosa. I just "retired" my Nissan after 11 years and 187,000 plus miles with the purchase of my new Honda. Thank you Selma and Townsend Honda!

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I had an overall very good experience buying our new 2011 CRV. The Salesman was not pushy and allowed us as much time as we needed to make our decision. I am a little mad they would not work with me over $355, but I got the price very close to what I was needing, as well as the payment.

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I knew I liked the new CRV and Deborah not only got me a great deal,But was very efficient, friendly and made it a great experience. I referred her to a friend who also bought one from her. This is the first Honda I've ever owned and I love everything about it.

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My husband and I purchased our third Honda from Townsend Honda, and we would highly recommend them to anyone. Even though we had to drive a bit out of the way to get there (We're from Birmingham--the last two Hondas came from local dealers), I would do it again without hesitation. My experience was markedly better, the atmosphere was more relaxed, and our sales person, Selma Hill, was wonderful and never pressured us at all (Thank you!). The price was also the best we found, plus the sales tax was less than in Birmingham, saving us several hundred more. ... Read More

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DealerRater - Mar 1, 2011

My husband and I purchased our third Honda from Townsend Honda, and we would highly recommend them to anyone. Even though we had to drive a bit out of the way to get there (We're from Birmingham--the last two Hondas came from local dealers), I would do it again without hesitation. My experience was markedly better, the atmosphere was more relaxed, and our sales person, Selma Hill, was wonderful and never pressured us at all (Thank you!). The price was also the best we found, plus the sales tax was less than in Birmingham, saving us several hundred more. I have already told several family members and friends about them. A car dealership with excellent customer service and fair prices--what a great find.

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The reason I give the car dealership top rating is the excellent customer service. I had not intended to buy a new car now but after talking with Donna for a couple of days I made up my mind it was the right time. She explained financing and all the features the car had without pressuring me. I realize by buying a Honda accord the gas mileage would be great and this car has such a wonderful look about it . Brody, Donna's supervisor handled all the paper work and we were out of there n less than an hour. ... Read More

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DealerRater - Feb 28, 2011

The reason I give the car dealership top rating is the excellent customer service. I had not intended to buy a new car now but after talking with Donna for a couple of days I made up my mind it was the right time. She explained financing and all the features the car had without pressuring me. I realize by buying a Honda accord the gas mileage would be great and this car has such a wonderful look about it . Brody, Donna's supervisor handled all the paper work and we were out of there n less than an hour. He also was so pleasant, we drove 2 hours to buy from Townsend Honda.I was really pleased to finally buy a car without feeling I was uner the gun. Thanks for letting me give this experience a excellent rating. Carrol Groebner

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We have been shopping for a new used car for some time. We came to AL from MS because of the great deal and service received from Cliff Clark. I got a used Honda CRV that I love at a great price. The whole process took 1 1/2 hours and we were on our way home. We got a great deal on our trade-in and the overall transaction went very smoothly. I will certainly recommend Townsend Honda to anyone.

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I took my Acura RDX to Townsend Honda for an oil change. I buy my own synthetic oil and have had problems in the past with dealerships/lube places wanting to charge the same price for a synthetic oil change even though I provided my own oil; not so at Townsend Honda. They did great work, provided me a detailed invoice including a full inspection, and were very pleasant in the process. I will return there to have my Honda Accord serviced and will stop there first the next time I am looking to purchase a vehicle.

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I started looking for a car via the internet.. inquired several places but NO ONE responded as Brody did. He was accurate, knowledgeable and replied almost immediately. He answered all my stupid questions and had the lowest doc fees of anyone around. All employees were friendly and the fastest deal I have ever made... Would HIGHLY recommend and already have to several people. Will buy from there again.. Janet Williams

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I called and asked for an out the door price on an 07 Fit and was quoted $16304.00. Was better than other dealers so we went. The car was actually to be purchased by my father-in-law who is 75 years old. Once they got him in the finance office, they charged him MORE than sticker and added a $495.00 pins tripe that was not requested! Ended up filing a BBB complaint against them to which thye replied "you signed the buyers order so deal with it". I would never do business with them again, they are very deliberate in cheating and misleading ... Read More

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DealerRater - Jul 17, 2007

I called and asked for an out the door price on an 07 Fit and was quoted $16304.00. Was better than other dealers so we went. The car was actually to be purchased by my father-in-law who is 75 years old. Once they got him in the finance office, they charged him MORE than sticker and added a $495.00 pins tripe that was not requested! Ended up filing a BBB complaint against them to which thye replied "you signed the buyers order so deal with it". I would never do business with them again, they are very deliberate in cheating and misleading their customers and not shy about it. They only care about the sale at hand, not future business.

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