After placing an inquiry with this dealership online through the USAA used vehicle search engine, I received a call-back the next day at 8am from Terry Jones at Pohanka. He offered to drive the vehicle (2011 Honda CR-V) out to my location so I could test drive it, which was located over 45 miles away. I was impressed with his tenacity, despite this as a best effort sales tactic. I was pretty much sold on this vehicle because it fit exactly what I wanted, was relatively fair priced, didn't have all the extra bells and whistles which I find extraneous, and, I had no vehicle as I had just relocated from Hawai'i a week and a half prior for school. I drove the vehicle back to the dealership and went through the lengthy paperwork process that comes with any car buying experience.
The salesman, Terry, was knowledgeable, kind and incredibly patient with me and the many questions and issues I had concerning this purchase. This was after all, my first used car buying experience though a dealership. He had informed me that I could be eligible for a lower interest rate loan than what I was offered through USAA (prequalified, low interest 5 year loan). I told him that I didn't want to go through the inquiry process, run my credit again, etc. if this rate would not be lower. He told me he could almost guarantee that I'd receive a lower rate. After filling out more paperwork, I was approached by the loan officer Tamika Morefield, who sat down with me to cover my income. She informed me that I would need proof of income with what I had claimed, which was income from a part time job I had just recently left as a result of moving. At this point, I had been at the dealership for three hours and it was approaching 8pm. I told her that I was not interested in moving forward if a lower interest rate would not be offered because of my income, in comparison to what I was already offered (an already low interest rate) with USAA. Proof of income for the jobs I have been working with were not possible after only a week and a half of working, which I assumed she needed in order to find a lower interest rate. She then told me that she wasn't going to move forward with me to find me a lower rate if I didn't provide proof of income and was unsure of the rate Pohanka would offer me. Her exact words to me about this were "don't waste my time if you're not going to go with the loan option we offer". I responded quickly to her by noting that this was HER JOB and that the process of buying a vehicle under a 5 year repayment loan is a big decision for any individual and that I'm allowed to weigh all of my options before choosing a loan option. Again, I told her that if she couldn't find me a lower interest rate loan, I wasn't interested. I found her to be rude and unprofessional in this manner. The attitude was unnecessary and really turned me off from considering any loan option Pohanka offered, especially if it meant having to deal with her attitude further. I'd like to think that despite the fact that this beautiful woman was so unpleasantly rude, she may have been having a rough day and the late hour and perhaps hunger at a dinner hour, caused her to snap at me. I'd like to give her the benefit of the doubt about this. However, after being offered a 3.something rate through a loan option she found once she ran my credit score without proof of income, I decided to stick with USAA's 4.24 rate simply because I wanted to avoid any further action with her and any other loan company they were encouraging me to sign with. I fully trust and appreciate USAA and as a 10 year member and I have never had an unpleasant experience with their customer service, banking associates, finance and loan officers, or insurance agents. Financing tip: Bullying tactics don't work and only serve to drive people farther away from your end goal by displacing trust in what is being offered.
After sorting out the final details of the paperwork in Tamika's office and waiting for my vehicle to be serviced and detailed, I was led out at 10pm to drive my new CR-V home. During my initial inspection, I noticed that the rear left light housing was cracked/damaged and I requested that this be fixed before purchase. This was done, as well as new front tires put on the vehicle. Upon last inspection, I noticed a scratch in the paint (through to the buffer) on the front bumper. I also noticed a crack/chip (both) in the windshield that had been covered up by the vehicle sale information that was taped on the windshield. I had told Terry that these were issues that I would like addressed, especially the windshield because driving, wind speed, and weathering cause cracks to grow and I certainly did not want to have to replace this windshield a few months after this purchase. I told him this before getting behind the driver's side and driving off of the property. Terry assured me that he would be in contact with me about addressing these issues and that they were minor fixes that we could work out. I drove my CR-V home, happy, yet, exhausted.
Over the course of the following days, I left messages with Terry concerning these minor issues and when I could bring the CR-V back for these fixes. Terry and I were in correspondence for several days and I was waiting for these issues to be resolved. I was told by Terry that these issues would not be addressed because the vehicle is not certified pre-owned and I didn't purchase an additional warranty with them. This was almost a week after purchase and I was still below the 1000 mile mark. I was forwarded on to the sales manager as a result of my lack of satisfaction and I expressed my frustration in having to prove that these minor issues were present on the vehicle at the time of purchase, before driving it off the lot. I feel that he misunderstood the situation and assumed that these minor issues happened after I had made the purchase and drove the vehicle off the lot. After a rather heated discussion (particularly on my part) with the sales manager, I was forwarded back to Terry who told me that I could come in at any time to have the windshield fixed and they would mail me paint for the front bumper. Terry also made it a point to make sure that I brought the vehicle in for repair (instead of an outsourced third party windshield repair) and that the proper equipment for fixing the chip/crack was available for service. I appreciated this extra step in providing me with information on a level of care I could count on. Finally, I could be at ease about these minor issues.
I brought the vehicle in for service and was offered a complimentary car wash. They fixed my windshield, and even rebalanced my new front tires. The tires caused the vehicle to vibrate at high speeds. There were quite a few people waiting for their Honda's to be serviced as well, so it was a long wait (4 hours). I didn't mind the long wait because I was happy and grateful these issues were being addressed and I didn't want it to be rushed, only to have to return again soon. The service staff were wonderful and very thorough (John Goodman) and apologized for the long wait, despite it not being a big deal for me.
Overall, I give Pohanka four stars because Terry was very pleasant to deal with, made sure I was satisfied with the vehicle, and took the time to drive over 40 miles to my location for a test drive, the service staff were incredibly welcoming, informative, and kind, and lastly, because I absolutely LOVE my Honda CR-V! Although it took longer than anticipated to get the minor issues addressed and I had to work consistently (and get angry with the sales manager) to get answers and receive resolution on these issues, at least they finally did address them.
I would recommend Pohanka Honda of Fredericksburg to friends and family in the market for a new car. However, I will suggest that they go with a pre-qualified loan option and shop around for the best interest rate and loan company so they don't feel bullied into going with the dealership's loan options. I would also strongly suggest a very thorough inspection (especially with used Honda's) before signing any papers or moving forward with the purchase of the vehicle. I wish I had been more thorough in the inspection process because it would have saved me time, stress, and money in gas if I had found these issues before signing any papers. I still love my CR-V though! Thank you!
I Recommend This Dealer:
Terry Jones, Eddie Castro, John Goodman
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