My Review Of TSG Auto:
I saw a 2007 Honda Pilot EX advertised on craigslist, and drove to TSG Auto for a test drive. The salesman, Charlie, answered his phone before the dealership was even open, which surprised and impressed me. Later, when I met him at the dealership, he was helpful and patient, as I tried to manage my two young children, transfer car seats for the test drive, and asked questions about the car, the carfax report, and various details of the purchase. During our discussions, I wondered out loud why the car didn't have the roof mount on top, and he told me that not all EX's have that feature. Without further thought on that subject, I continued with the purchase, as the car drove well, had a clean history, and was priced right. I was offered what I thought was more than fair for my trade-in, and continued with the purchase. The deal went smoothly; I worked with Dave on that part. He explained all the paperwork, fees, etc. very patiently, and efficiently. Done and done. After Charlie helped me transfer all my belongings (and my kids' belongings) from my former car, I headed out in my new-to-me car, feeling pleased.
Then, after I got home I realized that the car I'd purchased was actually the lower LX model, NOT the slightly better, slightly more decked out EX model that I thought I was purchasing. Granted, the differences are minor, and mostly aesthetic in nature. However, I had intended to purchase an EX, and, had I not been distracted with children, I may have noticed or asked more questions. But, I didn't. I trusted TSG, and I was disillusioned and more than a little angry that I was misled. Had that been the end of the story, I would be rating this dealership much, much lower.
Here's where the story takes a turn. I called the dealership, spoke with the owner, and explained the situation. He asked what I would like for him to do to make things right. We discussed several options: returning the car no strings attached, "upgrading" to an EX model and working out the pricing, accepting a deal on an extended warranty to even things out, or working out some cash back to bring the car down in price even further. I was floored. Not only did they genuinely wish to fix the problem, which was caused by an unintentional listing error, but I had choices. Directly from he owner. I chose cash back, and received a check in the mail within the next two weeks for an additional $600 off of the already very reasonably priced car.
TSG made a mistake. But then they made it right. I appreciate and respect that.
That carries tremendous value. Thank you, TSG.
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11/18/2013 1:34:06 PM
Hi Alyce...Just out of curiosity, I (not being a salesperson) checked with Edmunds on the differences between the fabulous Honda Pilot EX and LX...."It's available in two main trim levels: LX and EX. As is typical of Honda offerings, nearly everything comes standard.". The upgrades on the EX consist mainly of power seats, larger CD player and a couple of minor things. BUT......when you want an EX, you want an EX!! I can appreciate that and I sincerely apologize for what was apparently a mistake in our advertising. We're not perfect, but we sure try hard to be!! Yes, we can be distracted by our kids (been there/done that) but I am extremely happy that this story ends so well. Our owner, Tim, has a fantastic reputation for being fair and doing whatever he's able to do to 'make things right' and I'd say he succeeded! On a personal note, I consider it a privilege to work with a conscientious, customer oriented man like Tim.
THANK YOU ALYCE, for taking the time and effort to come to Dealer Rater and leave your feedback. It's advantageous to us when others see that YES, we do indeed CARE ABOUT OUR CUSTOMERS. Enjoy your Pilot for many years to come and DRIVE SAFELY. And again, thank you from ALL of us at TSG AUTO.
Internet Marketing Consultant, TSG AUTO