I'm just going to post a picture of the emails sent. It explains everything. I never even got a response and it's been weeks.

Jack Ellena Honda customer since 1983. Yelp reviewer since 2012. I've purchased two brand new vehicles from this dealer and one slightly used car in 30 years. To say I've gotten my money's worth, an understatement. The first two hit over 300,000+ plus miles as I commuted to Kansas City for over 20 years. 80+ miles a day. About 18 months ago I bought a Honda Civic LX for my wife for her 50th birthday as a surprise. I'm committed to Honda products, yes, but the real hook that keeps me coming back is the service provided by this dealer. They define what pleases a customer and they're the reason I'll likely drive Hondas until that time when I drive no more. 99% of my experience is with the repair/service department. A common quote from the repair guys (I've outlasted many) I've heard plenty of times goes something like, "the scheduled maintenance recommends we replace (insert expensive part name) at this check-up but it's safe to wait another 15,000 miles and we'll re-check it then. Or, I bring it in for something minor and they spend five minutes fixing it and send me on my way without a charge. They help you stretch the life of the car without hesitation. My most recent Honda I nearly drove to its death we worked together to extend its life in the most economical way, and then I essentially gave it to my brother-in-law who is still driving it safely a year later in Green Bay, Wisconsin (check my Yelp reviews, I'm there plenty). I have no idea who Jack Ellena is or if there really is such a person, but whoever has run this business for the past 30 years I've been a customer, I tip my hat to you. So when I saw there was only one review of the dealer on Yelp I thought as a committed long-term customer and reviewer it was time to weigh in. P.S. Special shout out to "Dave," who I've purchased two of the three vehicles from, a real pleasure to work with. read more

Jack Ellena Honda - Lounge - Auto Repair Near Me - Lawrence, Kansas

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I really appreciate the Service Department. They often will take care of small repairs for no charge, and are gracious in doing so. However, if anyone at the dealership is reading this, your TV Ad is very strange. The man who says "you're gonna like it it here" is literally terrifying looking.. and is likely to make you fear that he might eat your children, instead of giving you a great deal on a car. This sounds mean, I know, but I like this dealership... GET THAT MAN OFF OF YOUR TV AD. read more

Purchased a used vehicle that was meticulously cared for by this service center since it was purchased in 2009! If they continue to provide the kind of service they did to this car for twelve years I would highly recommend. read more

Never buy from this dealer. Purchased a "certified pre-owned" Odyssey from this dealer, expecting a safe vehicle that had been thoroughly inspected. Instead, 5 months later, we were in an accident with one of our children secured in a car seat in the driver's side second row captain's seat. Upon impact with the other vehicle, both captain's seats came completely detached from the floor of the vehicle. Our 3-year old's face slammed into the driver's seat and he had lacerations on his face and bruising on his body. We had never taken the seats out before - ever. The body shop said the seats appeared to have never been installed correctly. In addition, the cd-player didn't work after we purchased the car, even though it was supposed to be inspected as part of the pre-owned certification process. The battery also died within 4 months of ownership and they didn't cover the replacement under their pre-owned warranty. We also discovered scratches in the exterior trim in several areas. We didn't notice the scratches when purchasing the vehicle because it was pouring rain that day. Attempts to resolve with the dealer have not been taken seriously. We were told that they probably inspected these things but they aren't under obligation to repair. What?! So basically, the Honda pre-owned certification process means that the dealer will do a 150-point inspection but is under no obligation to actually fix anything. We are lucky our son wasn't seriously injured or killed. My advice - Buy from a dealer that cares about more than just collecting your money. Had a bad feeling when negotiating with our salesperson and the GM - should have stuck with our gut-feeling and walked out the door. It pains me to have paid Jack Ellena Honda a dime. read more

Had a manager literally make homophobic comments while also implying I had poor taste in cars. Would never have bought a car under that management. read more

It pains me to give one star to a place but I have had a one star experience here, my review is specifically about the service department. The ignition cylinder on my 05 Honda accord failed so I took it to the dealership so that I could get it fixed correctly and not hear any stories. Almost $700 later and an extra set of keys my cylinder is replaced and I'm not ecstatic about the cost, but satisfied my car moves again and keys work correctly. Within 10 mins from leaving the dealership I realize my cruise control button no longer stays in the down position so I return to the dealership to get it checked out given the fact is was in working order when I dropped the car off. During this exchange I inform them that I believe that they should cover the cost of this repair given that the new issue appeared while the car was in their possession. The staff tell me that they are not authorized to make that call but I can pay for it myself or talk to their Manager and inform me that I will receive a call from their manager Dennis on the next business day. Of course I was very irritated to hear this even at this point but waited patiently to hear back My experience continues on the downward trend. When I do not receive a call from the manager I call the service department again and explain my qualms. The manager commences to tell me that they will not be covering the costs due to the fact that I cannot prove it was it working order when the car was dropped off the first time. He then goes on to discredit me by pointing out other items that were old and worn on the car so I'm obviously lying in attempts to get a free repair. He continues to give me illogical analogies claiming that "I am going the doctor and blaming the doctor for something that happens to me when I'm in their care..." Yes that is exactly what I am doing except in that situation you could likely win a sizable lawsuit as a patient. As a manager I can understand that there are claims a customer may make that will be outside the scope of what can be offered, but there is a way to go about handling and communicating this as well. My guy Dennis failed miserably in this regard. He was fairly disrespectful. I've been a much more aggressive customer in situations and received much better service than I had in this exchange.I am extremely unsatisfied, Still in process of getting in contact with the head of the dealership to voice my dissatisfaction Just wanted to write a long winded review to jabber a bit to warn others to be wary of the service department at this dealership, most of the staff was helpful and friendly enough but if I'm paying premium for the peace of mind and reliable service and ownership they failed me...side note, they were also unable to fix my door lock cylinder. I was a little disappointed with this given dealership service expectation..I hope all readers of this review can see the reason in my claims and use their best judgement. read more

We purchased a used vehicle at Ellena within the past month. We had initially gone there about 2-3 weeks earlier and drove the vehicle. They low balled us on the trade in, so we went to look elsewhere. Eventually we came back to this vehicle and contacted Barry, our salesperson. We talked over the phone several times and went back and forth, finally coming to an agreed upon price. It would be a day or two though until we could come into Lawrence and do the paperwork. When we arrived to pick up the vehicle, all we had to complete was the paperwork. We set up a time to complete the paperwork and arrived at 3:30. The vehicle was sitting outside looking ready. Unfortunately, the finance guy and his back up, were off that day. The person taking his place was trying to oversee deals being made while trying to do our paperwork. The personnel trying to complete the finance paperwork could not log on the system or run the printers when they did log on. Paperwork could not be completed to be signed. Finally after 2 1/2 hours, they told us to take the vehicle home and the sales manager would come by our home the next day and we could sign the paperwork. First, we needed to fill the vehicle with gas. Why the vehicle wasn't fueled when it was readied is beyond me. They had 2 days notice we were coming. We went across the street to fuel it, but the clerk could not manage to turn the pumps on to gas the truck. While sitting at the pump waiting for 15-20 minutes, our truck was about 4-6 inches from being hit, by a person not looking when backing. I told Barry that we were done and would fill up our vehicle ourselves when we got home. We were leaving before something else happened. I told him I hoped that this was not an omen for buying the truck. Almost 3 hours after arriving to do the paperwork (paperwork only, no test drive, no dealing on price, no inspection, just the paperwork), we were on our way home! The paperwork came the next night and the manager was very apologetic/pleasant. We loved the truck and believe we received a fair deal, but the experience was a poor example of how a dealership should be run. We had purchased several vehicles elsewhere in the past 2-3 years and the most processes usually took under 2 hours. We would have walked out had we not wanted this vehicle. read more

My significant other and I went in to look at cars a few weeks ago. We were just looking and test driving and told this to our salesman several times. He was fine about it. He made terrible jokes, but what was to be expected? I know they have to appear charismatic and charming. However, as the test driving went on, I became aware of how annoying the salesman was. He kept saying things like, "I'm not trying to knock the competition, BUT Chevys/Kias/Hyundais are bad cars because etc etc etc." I understand that they are here to sell me their kind of car. But at no other dealership did the salesman badmouth companies as bad as this guy did. Back at the dealership, we did some more talking and once again expressed that we were still looking and still needed some time to think about our decision. He would not take no for an answer! He kept asking what they could do to buy today. We kept saying no, as we wanted to consider our options. And he kept asking. Then he brought out his sales manager and that person asked us several times again what we could do to buy today. Again, we said no. They finally gave up and let us leave. I thought that would be the end of it. No. They have called every single day since to try to get us to buy. This salesmanship has become so annoying that we are not even considering a Honda now because they are so relentless. No other dealership in Lawrence has acted this way. Everyone else was kind and understanding and has maybe called once since we saw them (a week ago). Unless you want to be bombarded with calls and offers every day, go anywhere but here. read more

Excellent service here! I'm from out of town and had to come here for for service on two different occasions. They get you in quickly and have great reading material, TV, coffee and a waiting room. I wish my usual Honda dealership where this great! read more

I started my car shopping experience with trepidation. I have horrible credit thanks to student loans and medical bills. Another dealership gave me the runaround and basically promised a low payment then at the very last moment as I was about to say ok, went oh well that won't be the payment. So I left and went to Honda. I worked with Michael McKinney-Scott. I could not be happier with my experience. Neither Michael nor his manager were anything less than realistic with me. They didn't try any tactics but were upfront with me. I truly feel they worked very hard to get me in a car. In the end they were able to find something that worked and I happily drove away in a 2014 Civic. I cannot recommend them enough! Great communication throughout the entire experience. read more

The best car-shopping experience I've ever had. The sales staff is highly attentive (even making themselves available after hours). All my questions were answered. There wasn't even a hint of condescension. Highly recommended. read more

This place is good vibes all around... Playing Bob Marley while I got my car fixed. I test drove a car with Nathanael A. Fiester.. if you are looking for a car buy from Nate.. read more

Great sales staff! Thank you Michael and Tim! My 2014 certified CR-V is fabulous! I would Highly recommend Jack Ellena Honda! Thank you John. read more

Left my oil cap off after "World Class" multi-point inspection, begged me to give them a second chance, so I did. Now they're charging me $30.00 (just for labor) for one tire patch, costing me a total of over $50.00 for one guy to remove a nail in less than an hour. Management keeps dodging my phone calls. read more

We took our 1994 Acura Integra to Ellena for nearly 10 years after moving to Lawrence and kept it until nearly 270 kmi. We now have a Civic SI purchased used from Ellena and use them for service. I've been extremely impressed with the service department, both in quality of service and repairs, and in the interactions with service staff. read more

Had my car towed their for a repair. Repair was done quickly but seemed very overpriced. I was fine with paying for it though as I needed my vehicle, but I didn't realize until almost 12 hours later there was a huge dent in my car that was not there before it went in for repairs. Someone had to know they had done it, but they didn't say a word. Won't be going back there...... read more

Terrible... stay away from this dealership. I have friends that recommended every other place for an oil change / tire rotation and out of convenience since it was super close, I went here. Such a mistake... I was overcharged for an oil change and all the stuff that comes with it, and a filter change - around 170 dollars (100 was for labor alone which is a complete ripoff - the parts totaled 70 bucks) I price matched afterwards because I was furious and I absolutely was ripped off. I had just bought the car a few months back (NOT from them) so it was still in great condition.. apparently there's an A and B service, and they gave me the B service (which later I found out i didn't need because the car had most of the things serviced when i bought it ) and the B service is the more expensive one. They also decided to make note that I needed a coolant change but didn't tell me in person... I later found it marked on the check sheet - I went to another auto shop and surprise... I don't need it. The place itself isn't even that nice for a dealership... not that it matters but they have a coffee machine and it's absolutely disgustingly dirty .. if you dont trust my review, look for it... you can't miss it - and if you're a visual person, a place tells a lot about the people and ownership. I wish I could give this place 0 stars and write about how much of a ripoff it was. I will say this.... I bought my car at Honda of Olathe, and the guy that gave me the paper work back said how great my vehicle was and whoever sold it to me did a great job. Which is a compliment to Honda of Olathe. I will not ever step foot inside this place again, I would MUCH rather take the drive to Olathe knowing I will NOT get ripped off. read more

The service department here used to be "top notch." My last experience has left me wanting to trade in my Honda for a Toyota. I was in for an oil change and they tested my battery. My battery tested "strong" despite the car and battery only 4 years old. At the time I commented that I was surprised as the I thought the battery needed to be changed. I was right. Two weeks later I could not start the car (cool August afternoon) and was stranded in the middle of western Kansas. When I found a repair shop, the technician asked me if someone had swapped out the battery as it did not fit the casing. The battery still tested "strong" though that was a stretch as the rating was a weak strong; apparently it did not have enough power to start a car because of the small size of a battery. Note that this was a Honda designed battery installed in 2008 Accords. When I returned to Lawrence I called the dealership and got the run around. They told me it would be "unethical" for them to recommend that I replace an old battery, that despite testing as "strong", was too small to start a car. And this is a known problem with the 08 Accords. Really ?? Customers rely of the dealer to provide preventive services - they check our brakes, etc as a courtesy. If they see a problem, speak up! I would rather have paid the $150 for a battery some Saturday morning rather than getting stranded in western Kansas in the middle of a rain storm two weeks later. read more

The service department is okay, but as I was waiting for service I talked to a sales person. A manager offered a car to me at a certain price. I had to leave for work. When I called back and spoke with Monty the general manager and directly with John Ellena. They refused to honor the managers offer and they took the price up over $5000. That is how this dealership does business. Be warned. read more

I must admit, I was not prepared to have such a great experience with a dealership, in fact I typically dread going to these places, but the staff & sales team here were absolutely fantastic!!! No pushy sales people, no cheesy salesman personas, So refreshing! I felt insanely comfortable with them. Everyone was phenomenal. I felt that I was getting a very honest deal, our salesman Nate was amazing, made the entire process feel like you were buying a car from your brother. Monty & Ben were wonderful as well! They had all the info on the vehicle we were interested in ready to go when we arrived, no him hawing around, no annoying up selling tactics, friendly yet efficient & we got a great deal!!!! I love my new car!! I will definitely be back & would proudly recommend them to everyone I know!! read more

My wife took her car in and they charged her $43 to patch a tire that had a slow leak. No other service, just a tire patch. As a comparison, the same service is $11 at D&D Tire, $10 at Walmart tire center and $22 at En Tire Car Care. The people there are very friendly and the service is good but sadly this one tire patch may cost them future business because I will certainly check out other shops first from now on. read more

Nice people but horrible deals on used cars. Less sophisticated buyers will definitely be taken advantage of in this dealership. We went to purchase a 12 year old CR-V that was priced higher than any other dealer or individual and found serious cosmetic and engine defects, which they readily acknowledged but still wanted prime dollars for the car. Additionally, the dealer's fees are almost a thousand dollars, totally unacceptable. I would not recommend this dealer for used car purchases. read more

Poor communication. Mailed title about 45 days after my purchase. Claimed to have called me but never had any missed calls of messages from this dealership. Never followed up after I purchased a new accord from them. My salesman always failed to return my phone calls. I will never do business with this car dealer again. This is why people drive to Kansas City and Topeka to get a Honda! read more

Nice waiting room. Which is a good thing, because you will wait. Not only that, if you leave, they won't call you to tell you your car is ready. I've been here multiple times because it is the only Honda dealership in Lawrence (recalls), but I think not. There were at least 3 guys sitting around the service station! None of them calling to tell you your car is ready or getting things done... seriously? read more

Stay away from jack ellena honda!!!! We bought a pre-certified 2009 Honda Civik for 15k. Had it for 10 months, decided we wanted something bigger, older for less money. Went to another local dealership and had a deal in the bag until we found out that the carfax on the car had a air bag deployment.. Four other dealerships could not believe that jack ellena honda would certify a car that should have been sold at an action and not at the lot for that kind of money. Car is now worthless and NO ONE would give us what we owe on it. Went back to jack ellena honda and the first thing they did is show that we had signed the CARFAX. yes, we did, but we had no idea that it meant to the resale of the vehicle-WE TRUSTED YOU jack ellena honda TO BE HONEST AND EXPLAIN WHAT IT MEANT AND NOT SELL TO US FOR 15 THOUSAND DOLLARS. I feel very disappointed, betrayed in this local merchant. Will never shop there again. read more