Our 2017 CRV was totaled by some guy running a red light. We went to Autonation Honda Dulles to look at 2018 CRVs, settled on one, and told the salesman we'd back in a few days, after the accident settlement arrived.
We went back four days later, the one we had looked at was gone, but they had just had another delivered. Went for a test drive, made a 2500 deposit, and told the salesman we'd be back the next day as the vehicle still needed a safety inspection and paperwork prepared. The salesman sent an email that night stating the car would be ready by 12 the following day. The following afternoon, we went to the dealership, met the salesman, provided some info (drivers license, etc.). He asked us to take the vehicle for a drive while the paperwork was finalized. We did so and returned. After waiting 10-15 minutes with no apparent action, we told the salesman we had a limited time because we needed to pick up our grandson from day care. He talked with someone and told us it should only be another 5-10 minutes. After 15 minutes we asked again, the salesman again talked with someone, then said it should only be another 15 minutes or so. That came and went and my wife finally had to leave to pick up our grandson. After 45 minutes, Eric the paperwork guy finally came out and I asked if he was the reason I'd waited so long. He went in to some song and dance of how extensive the paperwork was, it was a legal matter, they were a big dealership, and other excuses. We heatedly discussed it and I finally told him he could keep the car. I asked the salesman what paperwork he needed back and he asked if I wanted to speak with the GM and I said yes. The GM, John, came out after a couple of minutes, asked me to step to the side and initially was nice enough, offered to have the salesman come to our house with the paperwork, which I declined. He tried to put it off on the salesman and I told him the salesman had been fine to deal with, I wanted the paperwork done. He started down the same track of the paperwork is extensive, very involved, and they were a big dealership. I told him to just stop, that it just sounded like a lot of BS, I'd bought cars previously and there wasn't that much to it. He went off and talked with the salesman while I called/texted my wife about what she wanted to do because she had to sign the paperwork to register it in both names. The GM, John, came back and started by saying part of the problem was I had been late for 2 PM appointment. I told him we had no such appointment so don't even try to blame this on me, and his people didn't do what they were supposed to, i.e. get the paperwork done before we got there, they had all the information. He said they never started paperwork without the people because some are no shows. Really? With a $2500 deposit? We finally agreed to proceed despite my misgivings and John assigned a different person to handle it. I started signing paperwork and my wife arrived with our 2 yr old grandson and she started signed the paperwork. I think there were only 8 signatures each, two of those were duplicate forms, so where's the complicated/extensive paperwork? Two of the forms didn't really apply as we were paying cash, not using a loan. We'd now been there 3 hours trying to give Honda a $32K. The lady said she had to call and verify the check, understandable, but by now the bank was closed and the clearinghouse couldn't initially verify the check, another 10 minutes on hold. Then the clearinghouse automated system hung, then the ladies computer program didn't work like the clearinghouse said it should. We threatened again to walk out and buy a different car. A manager of some sort came in and gave approval to accept the check without clearinghouse action, but said we'd have to come back today to sign another form regarding the check. At that point the clearinghouse finally came back on and walked the lady through what to do, which of course didn't work.
We finally said to "enough" (insert stronger word/phrase), my wife left with our grandson who was no past dinner time. My wife called and said the lady didn't give us a copy of the paperwork for the door guards and roof rack we ordered, so had to go get that. I stuck around 15 minutes setting up an appointment to get the door guards and roof rack installed (couldn't somebody have done this? Not like they didn't have the time?). The lady was still working to get the check approved I told them I was waiting anymore.
I left after having been at the dealership nearly 4 hours, exasperated, wishing we'd never seen Autonation Honda Dulles. I've never had such a hard time buying a car or trying to give a dealership $32K! I never will again, life's too short and a care isn't worth it. Autonation Honda Dulles sales team lost all confidence we had in the brand, let alone the dealership. I'll give them one chance to service the car, but if ANYTHING doesn't go right, I'll never step foot back in their facility and I'll think long and hard about letting Honda have any of my business. They've got a long road to earning respect back!