In the spring of 2015, I visited Honda of Brewster, New York to purchase a pre-owned Honda, because my current Honda lease was expiring. 3 (three) years earlier, I leased a new Honda vehicle from Honda of Brewster. After reviewing their inventory and working with the sales person, my decision came down to 2 (two) Honda vehicles. The sales person took all my information down, and handed it off their finance manager, Rob Schneider. They ran credit and qualified me for a loan. For both Honda vehicles I was provided a total loan amount, interest rate, tax rate, and monthly payment. Based on 3 (three) separate web site loan calculators (to validate the calculations are correct), the payments did not look correct. All the calculators confirmed Honda of Brewster was charging $49 per month for 72 months to cover their internal charges for me to purchase a $16,000 Honda vehicle. This represents over 22% of the vehicle purchase price. So, I sent my concerns via email to the finance manager, Rob Schneider. I did not receive a reply back. I called the finance manager, Rob Schneider, several times before he would speak with me. Several times he said, he is too busy to speak with me about my “deal” and email. When he found time to speak with me, I asked him for an itemized list of purchase costs. I was met by the following comments during our conversation:
• I do not know what you mean when you say, truth in lending
• I have already spent enough time on your deal [2 (two) vehicles]
• I am busy and do not have time to walk you through the purchase costs
• You came to us [to purchase a vehicle--I could not believe he said this to me]
I could not believe how Rob Schneider was speaking to me during our phone conversation. If you are not transparent and withhold financial information from customers, excellent customer service from other departments will not make up for this. Spending $16,000 is a major purchase for most people, and Honda of Brewster should take this seriously. I understand that Honda dealerships are high volume sales, but my opinion is that if I intend to purchase something from a business, you need to sell your product to me. I expect to get something in exchange for my money.
Finance manager, Rob Schneider, has the perception that Honda of Brewster is doing customers a favor by selling their vehicles. Sorry Rob, the vehicles are nice, but your products are Honda vehicles. I plan on taking my business to another local Honda dealerships…There are many of them.
Assuming Rob Schneider performs well in his role and you want him to remain in the role of finance manager, my recommendation to the dealership manager is either of the 2 (two):
1. Remove from the purchase process, customer interaction steps with Rob Schneider
a. Customer interaction remains with the sales person and/or the sales manager
2. Provide Rob Schneider with Customer Centricity and/or Sensitivity Training
Ex Honda of Brewster Customer
I Recommend This Dealer:
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