I recently visited Stevenson Honda in Wilmington and purchased a 2016 Honda Civic. I first met with salesperson Frank Chappell around 10am on 5/27. We test drove the 2016 Honda Civic. When we got back from the test drive he asked me how we should proceed from there. I said that I would need to negotiate the price, and I noted several times, that I wanted to deal in terms of the out-the-door, total cost, tax, tag, title, fees etc. price. When I told Mr. Chappell I wanted to negotiate the price he called over Mr. Brendan Doyle. At this point it was getting close to 11:30am. I had mentioned earlier that I had to leave at 11:30am to go to lunch and that I would come back afterwards. Mr. Doyle asked me what my no "bs" offer was that I would be willing to pay for the vehicle. After some deliberation I told him the price I could do was $19,000. He said that that was low but he would talk to his higher up and see what he could do. He came back a little after 11:30am and said that his higher up approved of my $19,000 offer. Mr. Doyle then requested that I sign a paper that he handwrote in pen to signify that I would purchase the vehicle for $19,000 upon my return from lunch. This seemed strange to me, but I agreed to sign pending my approval of a loan rate. He wrote these terms on the paper and drew a line for me to sign. I signed the document per his request. I then went to lunch, excited that I was going to get what I thought was a great deal. When I returned from lunch I spent the next several hours with Mr. Kenneth Walker in finance. He told me that there was no more negotiating the price of the vehicle and that we would just be discussing the down payment, loan rates, and WRAP (lifetime bumper to bumper warranty package). We negotiated the price of the WRAP and I agreed to a $10,000 down payment and loan rate. I agreed to pay $10,000 up front, and finance the rest through SunTrust. The total cost I thought I would be paying was $21,546.60 (including the WRAP, taxes, fees, title, etc., not including the down payment), per the negotiation I had with Mr. Doyle earlier, not a $30,000+ figure. I signed the paperwork and left. I had to bring my vehicle back the following week for several reasons: there were scratches under the front bumper, a pen mark on the inside of the driver's door, and the trunk mat they provided the evening of the sale had a substantial cut in it. I received a compact loaner vehicle for a day while they painted over the bumper scratches, removed the pen mark, and ordered a new trunk mat.
I went to the SunTrust yesterday to pay off part of my SunTrust loan which I believed would be in the $11,000 range since I thought I had already paid $10,000 up front on $21,546.60 per the negotiation with Mr. Doyle. However, SunTrust said I had a loan taken for the $21,546.60. I was very confused to say the least. I then called the Stevenson Honda dealership and was transferred to finance, only to be met with an answering machine not once, but twice. I called again and the receptionist said she would get a finance individual to contact me when they were available. I waited over 45 minutes with no call back from the dealership, so I drove to Stevenson Honda. I spoke with Frank Chappell about this confusion and he said that Mr. Doyle no longer worked there anymore and that there would probably be no way to locate the paperwork that Mr. Doyle drew up that I signed, agreeing on the $19,000 price for the vehicle. He did remember that Mr. Doyle drew up the aforementioned agreement document for me to sign. He said he didn't think there was anything we could do about this and got the floor manager to talk to me. By the end of my discussion with the floor manager, he said he would read through my paperwork again but seemed hesitant to address the negotiation document that I signed with Mr. Doyle. He said he didn't have the ability to look in the files at that time and stated that I should have known $19,000 for the vehicle was not realistic. Several times during our conversation he smiled and chuckled to himself as if my concerns were unfounded. He then said he would call me tomorrow morning (6/18) after reading my paperwork and talking to his boss. Overall he seemed opposed to investigating this issue beyond the minimum effort, and noted that his job, while involving customer service, also revolves around the bottom-line. Additionally, he noted that he didn't have to help me and that he was just looking into this as a courtesy. After this, he said that this was the end of our conversation and that he had other things to take care of.
I was under the impression, per negotiation with Mr. Doyle, that the $19,000 was the total out the door price for the vehicle (including tax, tag, title, fees, not including WRAP). Instead, I was charged an additional ~$21,000 loan from Suntrust on top of my $10,000 down payment. I sent an email to the GM (Patrick Koballa) this morning reflecting my concerns. I then received a call from the floor manager saying that he saw the email I sent to the GM, and that he was done dealing with this issue. I also emailed the owner this morning and have not received a response from her either. This has been a very discouraging $10,000 discrepancy that Stevenson Honda appears to want to ignore, and not investigate my concerns any further. My concerns remain unresolved at this time.
I Recommend This Dealer:
Frank Chappell, Brendan Doyle
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