BRILLIANCE HONDA OF CRYSTAL LAKE

Sales Manager JOHN was verbally abusive to myself and my Stage 2 Stomach Cancer stricken wife after we drove 2 hours in a snow storm Saturday to purchase this Honda. Our questions were about the corrosion we saw under the hood of the 2017 Honda Accord EX-L. No resolution was offered just was told if we don't like it, just leave. Sad thing is we brought $20,000 in cash to buy a this Cerified Honda Accord in full & they lost a sale. A very RACIST, HATEFUL MAN. SAVE YOUR MONEY, not a great place. We have never experienced such HATE!

They are nice people to do business with. The customer service is good. I actually talked to the guy who checks you in, I don't talk to the workers.

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The staff was terrific and I would give them 5 stars out of 5. The staff was prompt. This dealership was fair and they really take care of you.

I saw a car advertised on Cargurus at Brilliance with under 12,000 miles. I called Brilliance to make sure it was still available and its actual condition. Evan answered the inquiry, and personally went to look at the car for me. I had concerns before making the trek out there. Evan assured me that he checked out the car, and that there were no issues, he said that the seat looked good, car had no damage, and it drove good/was serviced as a certified Honda. Crystal Lake was a long drive from Chicago, but I went out there thinking this was the car. I got there 2.5 hrs later, and I looked at the car, and immediately noticed damage on the rear. The leather seat was very worn, and even torn on the arm rest, and as for how the car drove, it was off! When I mentioned the poor drive while test driving, Evan said the breaks had car rust from not being driven in 3 weeks. I foolishly wasted 5 hours with the round trip, for a car that had never been checked out thoroughly before being offered for sale. When he realized I wasn't going to buy the car, he became huffy when I asked about them looking at my car for appraisal. Also about the dealership, it was primarily cubicles of salesman, lots of cubicles. The next day a salesman Jim called me said they would repair the damage on the rear of the car, and repair the breaks. It was very clear to me when Evan became huffy that they would not replace the seat. Had they done the repairs BEFORE offering the car for sale, they may of sold me the car. I would never buy a car from them. To repeat it was a long drive from Chicago, and I don't like it when people intentionally set out to deceive me.

I have been going to this dealer for all the service on my Honda since mid 2011. I decided to check them out when I was told I needed a new oil pan by another dealer and the other dealer quoted me a pretty high price. I first called Brilliance Honda just to check if they had a better price. The service manger quoted me a lower price but he also suggested that I come in because he said they might be able to fix it, instead of replacing. It turned out that he was able to fix it and it ended up costing me less than 10% of the original quote from the other dealer. I was very satisfied with how this turned out and have been going to Brilliance ever since then, even though they are not the closest Honda dealership to my house. I typically don't make an appointment for regular maintenance, and they are accommodating. I wouldn't say they are faster than average and they are definitely slower than a place like jiffy lube, but I think the wait time resonible, and they are faster if you make an appointment. Their regular service prices are fair and their bigger ticket service prices seem to be very competitive (at least in comparison to other Honda dealers). The staff is friendly and willing to fully answer questions. In general, I trust them to give me a competitive price and not try to push extra work that is not really needed.

Ben, the service manager, offered to pay $120 towards the repair, only if I went through my insurance. He asked how much my deductible was and repeatedly laughed at me when I said it was $1,000. When Safe-Lite Glass inspected my windshield, the representative removed my left windshield wiper and demonstrated that the metal wiper arm fit perfectly into the point-of-impact where the crack started. The representative also commented that he has seen this exact thing happen five or six times when having wipers replaced. I am now out of pocket $400 for the windshield repair. My calls to the General Manager have gone unanswered. I am a student in graduate school, so $400 is no laughing matter for our family.

The entire experience was amazing. There was no pressure or game playing with the sales rep, and we quickly came to terms on what I knew was a good deal. I purchased an extended warranty on the vehicle, and the finance person gave me an excellent price on that as well. Brilliance's service department was very professional. Even though I purchased a used vehicle, they gave me a brand new Honda Accord loaner each time, even though I live nearly an hour away from the dealership! I would definitely do business with Brilliance again.

They are very good. They don't do work that doesn't need to be done. Their prices are very reasonable and they do a good job.

It seems like the repairs were good, but I feel like its the same thing as when I took the car there a few years back: you have to call them multiple times to get your car back and they can't seem to give you a quick and straight answer. You call in and they don't have your paperwork, or the person working on it isn't available. They told me they would call back. They didn't, and I had to call back in the following week only to find out they still didn't know if the car was done. They needed to call someone from another shift to see if it was done. I ended up calling back the next day and once again they had to go and find the paperwork again and it took them far too long to find the paperwork and the cost of the job. They're very unprofessional and disorganized. Their internal coordination is really bad. When I finally got there to pick the car up, they had an additional charge for an oil change that I never requested. At the same time that I brought the car in, I wanted to order a small part for my car. I asked the guy where the parts room was, he told me, but he said that he could just order the part off of the ticket while fixing the car. I told him that last time we did that, they screwed that up - they fixed it instead of replacing the part, which is what I wanted to have done. I went to the parts department and made that order. They said it would be there in a few days and told me they'd call to let me know it had arrived. This department also neglected call me and once again I had to call in to see if my part was there.

I had a noise in my brakes and I thought there was something wrong with my brakes. I took it in and they checked all the brakes. We were having humid weather and he told me sometimes moisture gets in there and it will cause a grinding sound. Actually he was right because it was gone. I hadn't used the car for about 48 hours and some condensation could have gotten on there. So they checked everything and didn't charge me. I like them very much. I have never had a bad experience with them. I will use them again in the future.

Service department is good overall when compared to other dealers in the area. The prices are reasonable, and they do a decent job. The waiting room is comfortable and has a TV and computers with internet access. The one thing that turns me off is the person in the parts department. He always acts like you are inconveniencing him when asking for part information, and you better know exactly what you are looking for.

Their prices are competitive. They seem to be pretty good at their service but I won't be buying another car from them because I don't want another Honda. They seem honest and their prices are reasonable. They are right in the ballpark. They are very straightforward, honest and punctual. My grades are relating to their service department.

Their work was fast and efficient. I will continue to have them service my car. If something major goes wrong I will get an estimate from them.

They have always been very timely and it's been helpful especially when you are in a rush. Their service staffs have been friendly and helpful. The sales staffs were horrible at returning the phone calls. I have always made an appointment before taking my car in, however, if I had to make changes in the last minute they have always been accommodating.

Great. Imagine taking a car to a dealer other than where you bought it, with 87K miles, and being told that your transmission is bad, but that Honda will pay for everything including a rental car. Then before our trip this summer, we brought the car in for the 90K service. With their mail coupon, the bill was just under $900. A local independent mechanic we trust wanted $200 more than the dealer. NOTE: For years we stayed away from this place under its previous owners because they wanted $5000 OVER sticker when we were buying the Odyssey. But the new owners have quickly changed my attitude towards this dealer.