We first became customers of Burleson Honda in 2010. We bought our first Honda from them and were happy with our purchase. Our family went on to buy 2 other vehicles from BH as well, and we always used their service department for servicing our vehicles. We drive over an hour to HB. That is a huge investment of time, and gas. We have been pleased with their service, and they have had us as a loyal customer. Things changed quickly in May 2022. I called and set up an appointment to have the A/C checked as well as a schedule an oil change. They requested we let them keep my car to make the almost $2000 repairs. (this included the AC work, that they said we needed a transmission flush and break flush) They provided a loaner car for my husband to drive home (remember, over an hour away) and return when they gave the green light that the car was ready. The next day, my husband was rear ended at a stop sign while in the loaner car. We have very good insurance, but the other drive was uninsured. An ambulance was called as well as the sheriff's department. My husband hit his head pretty hard in the collision. After I brought my husband back home, I called HB as well our insurance company. HB asked us to bring the car in that day to look at the damages, but I asked to wait until the next day as, remember, we are over an hour away, and my 60+ yr old husband had hit his head pretty bad. The next morning, my husband took the HB loaner car back after we told them to hold off on the AC repairs as we felt we needed time to allow our insurance company and their (HB) insurance company to work out the company and the claim. We asked HB to continue with the oil change, but not the AC work in the event we were responsible for damages to the loaner car, we wanted to make certain we had the $$ to be responsible and take care of the issue. My husband was met with animosity from Christian and Chase, both in the service department. We were not allowed to take our own car back home as they chose to hold me 2011 car hostage while the claim was being processed. Our insurance company that we have been with for over 2 decades as well as my husband and I, got nowhere in our negotiations. Fast forward to weeks later and HB still insisted on holding on to my car. Our insurance company (which is one of the well-known ones) could not get Chase, the service manager to return calls. The car they held hostage was MY car. I was not allowed to drive the loaner car and they were not willing to add my name to the contract as we requested. My husband has his truck for work, but he and I had to switch vehicles to follow the HB mandate. We even moved up the ladder to talk to the dealership manager but only spoke with his executive assistant. When asked for a copy of their policy that they said is in place, that they keep our car until the claim is settled, they could not provide it, because it is not in writing. In the end, our insurance paid the claim in full (great insurance, we have a perfect driving record) and HB called and told us to come get our car. We told them they could bring it to our town, remember, an hour away, and they did. We took my Honda to a local auto shop and the owner of the shop told us that HB was nuts... all my car needed was freon. The work our local auto shop did, including putting together the mess HB made of my AC, cost me around $200. Through these past 3 months of 100+ weather, my AC has worked just fine.HB had removed the relay switch and did not have the courtesy to put my car back in the same condition that it was in when we brought it to them. What did they offer us after all of this aggravation? They provided the oil change for free. THAT IS IT! I had no car for weeks, and they sabotaged my AC to get back at us when we were willing and compliant the entire time. Save yourself time and money and stay away for HB. We were faithful loyal customers and they provided us with the most heartless, rude, condescending service and correspondence of anyone business we have ever dealt with. The accident was NOT my husband's fault, and we were always willing to do the right thing. In the end, we were the one whose word was truthful, not them. STAY AWAY from Honda of Burleson.